Vodavi Starplus Triad S Installation Programming Manual

Uniform Call Distribution4-37
Chapter 4 - Call Distribution - ACD/UCD
Conditions
» If your phone is taken out of service three times consecutively, the agent must manually 
put themselves back into an available status. (Refer to “UCD Available/Unavailable” on 
page 4-44.)
Overflow Station Assignment
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...

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Overflow Station Forwarding
Description
An overflow station may be assigned to route callers in queue to a designated station after a 
specified time. The overflow station may not be one of the UCD group stations.
This feature allows UCD calls reaching the UCD Overflow Station to call forward to another 
station. This is allowed or denied on a system-wide basis. Once enabled in programming, a 
UCD Overflow station can Busy/No-Answer...

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Chapter 4 - Call Distribution - ACD/UCD
Overflow Timer
Description
The UCD Overflow Timer determines the length of time a caller remains in queue for a 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. The 
UCD Overflow Timer setting is variable from 000–600...

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Chapter 4 - Call Distribution - ACD/UCD
Primary Recorded Announcement
Description
A Primary Recorded Announcement (RAN) may be assigned to the group. This message is the 
first one presented to the caller.
Programming Steps
1. Press FLASH and dial [60].
2. Enter the UCD Group number (550-557) on the dial pad.
3. Press HOLD.
4. Press the PRIMARY RAN flexible button (FLASH 60, Button #10).
5. Enter a valid number (1-8) for the desired RAN Announcement Table or a (#) to remove...

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Chapter 4 - Call Distribution - ACD/UCD
When using the Digital Voice Mail as a RAN Announcer, the following options are available:
Programming Steps
If Recorded Announcement (RAN) devices are installed to operate with UCD, these tables 
must be programmed.
1. Press FLASH and dial [62]. The following message displays:
The top left button in the flexible button field is lit for programming UCD RAN 
Announcement Table #1.
2. To change to another UCD RAN Announcement Table,...

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To program a Table for a CO Line port:
1. Press the TABLE X flexible button (1-8).
2. Dial [1] for CO Port Interface.
3. Dial the desired CO line number, using a 4-digit format, e.g., for CO line 1, enter 0001.
4. Enter message duration (000-300 seconds).
5. Press HOLD to save the entry. A confirmation tone sounds and the display updates.
To program a Table for an SLT port:
1. Press the TABLE X flexible button (1-8).
2. Dial [2] for...

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Chapter 4 - Call Distribution - ACD/UCD
Ring Timer
Description
The UCD Ring Timer determines how long a call rings into a busy UCD group before being 
presented to the first recorded announcement. The UCD Ring Timer setting is variable from 
000–300 seconds.
Programming Steps
1. Press the RING TIMER flexible button (FLASH 61, Button #1). The following message 
displays:
2. Enter a valid number on the dial pad which corresponds to 000-300 seconds.
3. Press HOLD to save the...

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Chapter 4 - Call Distribution - ACD/UCD
UCD Available/Unavailable
Description
If you are a UCD agent, you may place your station in the Available mode to receive UCD calls, 
or you may place your station in the Unavailable mode to block UCD calls from ringing your 
station.
The UCD Available/Unavailable DSS/BLF flash rate is the rate at which a DSS appearance for a 
station in ACD/UCD Unavailable mode flashes. This flash rate can be programmed to 
29 different options...

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Chapter 4 - Call Distribution - ACD/UCD
UCD Calls In Queue Display
Operation
From an idle display key telephone:
1. Dial [567] on the dial pad, followed by the UCD Group number (550-557),
-or-
Press preprogrammed flexible button. ON/OFF button LED lights steady.

This idle display prompts a Supervisor that a group is having problems answering 
their calls.

The display tells the agent and their supervisor how many calls are in queue, how 
many agents are available or logged...

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Chapter 4 - Call Distribution - ACD/UCD
Initialize UCD Group Parameters
Description
UCD Group Parameters may be initialized setting all data fields to their original, default 
values.
Programming Steps
1. Press the UCD GROUPS flexible button (FLASH 80, Button #11).
2. Press the HOLD button. A confirmation tone sounds.
Table 4-5: UCD Group Defaults
Program 
CodeFlexible
ButtonFeaturesDefault Value
(after initialization)
FLASH 60 UCD GROUPS 550-557
2 Alternate UCD Group...