Vodavi Starplus Triad S Description Manual

							Automatic Call Distribution (ACD)
ACD Group
Description
Any time a display of the first group of ACD Station assignments (default or changed) is needed, press the
DISPLAY STAS 1-8 button 
(FLASH 64, button #17). It displays the first group of station assignments, up to
eight stations at a time. Button 
#19 always shows the second group of eight stations programmed in the ACD
Group. 
Button #17 always displays the first group of eight stations programmed in the same ACD Group.SJARPLUS Triad-S System Programming Manual
Issue I - December 1998 
						

							..:. .‘.. .-6-26
Automatic Call Distribution (ACD)
ACD Group
kSU8 I- December 1998STARPLUS Triad-S System Programming Manual 
						

							UCD Group Programming
Programming Steps
If the system is in the programming mode, continue using the program codes. If starting to program here,
enter the programming mode.
1Press FLASH and dial [60]. The following message displays:
l
UCD5XXA ALT OVR AN
AAA BB% CC
Where:
[5Xx] = UCD Group Number (550457)
[A] = Page A Parameters
[AAA] = Alternate UCD Group Assignment
[BBB] = UCD Overflow Assignment
[CCCC] = UCD Announcement Tables
[DDD] = UCD Supervisor Programming
zThe top left button in the flexible button field is lit for programming UCD Group 1 (550).
To change UCD Groups or enter more UCD Groups 
(550-557), press the appropriate
flexible button and perform the following procedures.
Description
There can be eight UCD groups of no more than eight stations each. The UCD groups use a pilot hunting
technique. If the pilot number is dialed, the assigned stations in that UCD group are searched for the station
which has been in an idle condition for the longest time period. Each UCD Group may have an assigned
Alternate UCD Group, an Overflow station and up to eight stations as UCD members. The two system RAN
ports (tables) may also be referenced on a per UCD group basis. By default, UCD Group Tables are empty.
The buttons on the digital terminal are defined as shown below when entering the UCD Group(s)
programming area:
Issue I- November 1998STARPLUS Triad-S System Programming Manual 
						

							.7-2
Uniform Call Distribution (UCD)
UCD Group ProgrammingUCDGROUP550UCDGROUP
551UCDGROUP552UCDGROUP553
%- +kD +en *aUCDGROUP554UCDGROUP555
UCDGROUP556
UCDGROUP557
4km *lxxxl*- #klxcilALTERNATIVEUCD 
OVER-ANNOUNCE-UCD GROUPFLOW ASSIGN
MENT TABLES
s#- %+-*FiT-R*-UCD WRAP-UP
TIMER
*- *n *115 #mziiilSELECT PAGE A
D’spL;s; STAS
*- *D den +120
Alternate UCD Group Assignment
Programming Steps
1Press the ALTERNATE UCD GROUP flexible button (FLASH 60, button #9).
2Enter the 3-digit pilot number (550 to 557) of the desired alternate UCD group.
UCD5XXA ALT OVR AN
AAA BBB CC
3Press HOLD to save the entry. A confirmation tone is heard and the display updates.
I
Description
An alternate UCD group can be programmed so if no station in a group is available, the alternate group is
checked for an available station. This provides a way to chain or link UCD groups together. To delete an
Alternate UCD Group, press 
[ #] three times and press HOLD.
Issue I - November 1998STARPLUS Triad-S System Programming Manual 
						

							Uniform Call Distribution (UCD)
UCD Group Programming
UCD Overflow Station Assignment
#g?&Programming Steps
t&z&~IPress the OVERFLOW ASSIGN flexible button (FLASH 60, button #IO).
2Enter a 3-digit station number to designate the UCD Groups overflow station.
I
UCD5XXA ALT OVR AN
AAA BBB CC
I
3Press HOLD to save the entry. A confirmation tone is heard and the display updates,
Description
When an overflow station is assigned, callers that remain in queue for a specified amount of time are routed
to the assigned overflow station. The overflow station may not be one of the UCD group stations. Only CO calls
transferred to a UCD group overflow to the overflow station when RAN tables are assigned. To delete an
Overflow Station, press [ 
#] three times and press HOLD.
UCD Announcement Assignment(s) (RAN)
Programming Steps
1Press the ANNOUNCEMENT TABLES flexible button (FLASH 60, Button #II).
zEnter a 2-digit sequence:
First Digit = RAN port specified for primary message,
Second Digit = RAN port specified for secondary message.
Example:
1*An entry of [ 11, [2] = Announcement Table 1 answers the call, Announcement Table 2 provides a
secondary message.
+z+An entry of [S], [ 11 = Announcement Table 8 answers the call, Announcement Table 1 provides a
secondary message.
3Press HOLD to save the entry. Confirmation tone is heard and the display now updates.
4To erase recorded annoucement, press [#] two times and press HOLD.
UCD5XXA ALT OVR AN
AAA BBB CC
STARPLUS Triad-S System Programming Manual
Issue 1 - November 1998 
						

							 I.._......7-4
Uniform Call Distribution (UCD)
UCD Group Programming
Description
Optional Recorded Announcement device may be connected to the system to provide an announcement if
all stations in a UCD group are busy. Up to eight ports in the system may be assigned to provide a path to
Recorded Announcement devices. Incoming CO Callers are answered and routed to the Overflow
assignment only if a RAN Table is assigned.UCD Auto Wrap-Up Timer
Programming Steps
IPress the AUTO-WRAP TIMER flexible button (FLASH 60, Button #13). The following
message is shown on the display phone:
UCD5;H4 WRAP-UP000 -999
2Enter the 3-digit value on the dial pad which corresponds to 000-999 seconds.
3Press HOLD to save the entry. Confirmation tone is heard and the display now updates.
Description
After completion of a UCD call (on-hook) the agent is not be subjected to another UCD call for the duration
of the Auto Wrap-Up Timer allowing the agent to finish call related work or access other facilities. This lets
agents remove themselves from the group (i.e., DND, Call Forward) or originate another call. By default, the
UCD Auto Wrap-Up Timer is set for 
4 seconds and is variable from 000 to 999 seconds,
UCD Station Assignment(s)
Programming Steps
IPress the DISPLAY STAS l-8 flexible button (FLASH 60, Button #19). The following
message is shown on the display phone:
I
UCDSXXB ### 6% #MY ###M###H#######I
Where:
[5Xx] = UCD Grp Number (550457)
[B] = Page 
6 parameters
Issue I- November 1998
STARPLUS Triad-S System Programming Manual 
						

							Uniform Call Distribution (UCD)
UCD Group Programming
[###I = UCD Station assignments
2The top left button in the flexible button field is lit for programming UCD Group 1 (550).
To change UCD groups or enter further UCD groups (550 to 
557), press the appropriate
flexible button and perform the following procedures.
3Enter the 3-digit station numbers of the stations in the UCD group in the order in which
they are to be checked. The order is relevant for the first call, then the rule is oldest idle.
A maximum of 8 stations may be entered. No station entries are displayed at this time.
4Press HOLD to save the entry. Confirmation tone is heard and the display now updates.
Description
Any type of station (excluding DSVDLS Consoles) may be entered as valid UCD stations. Calls are routed to
station in the order they are entered for the first round of calls only. After that the calls are routed to stations
based on On-Hook time. The station with the longest On-Hook time receives the next call. If a specific station
number is dialed, only that station is rung; no distribution is done if that station is busy.
The buttons on the digital terminal are defined as shown below when entering the UCD Station Assignments
programming area:UCD GROUP 560UCD GROUP 561UCD GROUP 562 UCD GROUP 563
*n812O132# l4UCD GROUP 564UCD GROUP 565UCD GROUP 566 UCD GROUP 567
%15*m* 17*Is
Br9#lEias%n 4#n
+ki ~FixzElcmr-zl%la--wSELECT PAGE A
DISP STAS l-8
*117*118#Eiiril#rm--!-l
#lziIxl *Ezxzl#K; #lzizIzl
STARPLUS Triad-S System Programming ManualIssue I- November 1998 
						

							Uniform Call Distribution (UCD)
UCD Timers
UCD Timers
Programming Steps
1Press FLASH and dial [61]. The following message is shown on the display phone:
.
UCD TIMERS
ENTER BUTTON NUMBER
Description
Six timers for UCD operation are programmable on a system-wide basis. The UCD timers include: a Ring
Timer, Message Interval Timer, an Overflow Timer, an Auto Wrap-Up Timer, a No/Answer Recall Timer, and
No/Answer Retry Timer. Each timer is described in the following section.
The buttons on the digital terminal are defined as shown below when entering 
the UCD Timers
programming area:RING TIMERMIT TIMEROVERFLOW
TIMER
s&m #E- s+; #i.xzizlNO-ANSWERNO-ANSWER
RECALLRETRY
#km116117 *re
UCD Ring Timer
Programming Steps
1Press the RING TIMER flexible button (FLASH 61. Button #I). The following message is
shown on the display phone:
I
RING000-300
060
I
2Enter the 3-digit timer value on the dial pad which corresponds to 000-300 seconds.
3Press HOLD to save the entry. Confirmation tone is heard and the display now updates.
Issue I- November 1998
S TA RPL US Triad-S System Programming Manual 
						

							Uniform Call Distribution (UCD)
UCD Timers
Description
The UCD Ring Timer determines how long a call rings into a busy UCD group before being presented to the
6
21%first recorded announcement. By default, the UCD Ring Timer is set for 60 seconds, and is variable fromL^“.,..‘Ts’ 0@)-3()0 seconds.A RAN Table must be specified in 
UC0 programming. If a RAN Table is
NOT specified, incoming CO callers are not answered but continue to
receive ringback.
UCD Message Interval Timer
Programming Steps
1Press the MIT TIMER flexible button (FLASH 61, Button #2). The following message is
shown on the display phone:
MEW& INTERVAL000-600
2Enter the 3-digit timer value on the dial pad which corresponds to 000-600 seconds.
3Press HOLD to save the entry. Confirmation tone is heard and the display now updates.
The 
UC0 Ring and Message Interval Timers only apply when RAN ports
are specified. If RAN ports are not specified, incoming callers continue to
receive a 
ringback tone.
Description
The UCD Message Interval Timer (MIT) determines the length of time a caller remains in queue (listening to
MOH, if provided) between recorded announcements. By default, the UCD Message Interval Timer is set for
60 seconds and is variable from 000 to 600 seconds.
STARPLUS Triad-S System Programming ManualIssue I- November 1998 
						

							7-8Uniform Call Distribution (UCD)
UCD Timers
UCD Overflow Timer
Programming Steps
1Press the OVERFLOW TIMER flexible button (FLASH 61, Button #3). The following
message is shown on the display phone:
OVERFLOW000 -600060
zEnter the 3-digit value on the dial pad which corresponds to 000-600 seconds.
3Press HOLD to save the entry. Confirmation tone is heard and the display now updates.
Description
The UCD Overflow Timer determines the total length of time a caller remains in queue for a particular UCD
group. When the timer expires, the caller is routed to the designated overflow station. The timer starts when
an incoming call is answered and presented to the first recorded announcement. Transferred CO callers
overflow at the expiration of the Overflow Timer. By default, the UCD Overflow Timer is set for 60 seconds
and is variable from 
000-600 seconds.
UCD No-Answer Recall Timer
Programming Steps
IPress the NO-ANSWER RECALL TIMER flexible button (FLASH 61, Button #5). The
following message is shown on the display phone:
.
NO-Aitt50RECALL000-300l
.
2Enter the 3-digit value on the dial pad which corresponds to 000-300 seconds.
sPress HOLD to save the entry. Confirmation tone is heard and the display now updates.
Description
If a call routed to a station via UCD is not answered by the UCD Agent/Station before the No-Answer Recall
Timer expires, the call is returned to UCD Queue with the highest priority. In addition, the station that failed
to answer the ringing UCD call is placed into an out-of-service 
(00s) state. By default, the UCD No-Answer
Timer is at 000 (disabled) and is variable from 000-300 seconds.Issue I -November 1998
STARPLUS Triad-S System Programming Manual