Vodavi Starplus Triad S Installation Programming Manual

							Display Timer3-19
Chapter 3 - Attendant Features and Operation
4. Press HOLD to save the entry. A confirmation tone sounds and the display updates.
X = 1-2
XXX = Station Number
Display Timer
Description
The Attendant Display Timer changes the way in which multiple calls ringing at the 
Attendant station are displayed. If two calls are ringing at an Attendant station, when the 
station goes off hook, the first call is answered. The LCD display then updates to show the 
second call that is ringing, which sometimes does not allow the station to view the current 
call’s LCD information. The display timer keeps the current call’s information on the LCD for a 
programmable time period before showing any other calls ringing in at the time.
The Attendant Display Timer setting is variable from 00-99 seconds.
Programming Steps
1. Press the ATTENDANT DISPLAY TIMER flexible button (FLASH 02, Button #2). The 
following message displays:
2. Enter a valid number on the dial pad that corresponds to 00-99 seconds.
3. Press HOLD to save the entry. A confirmation tone sounds and the display updates.
DEFAULT … Attendant Display Timer is set for 1 second.
ICLID Call Management Tables
Description
Two ICLID Call Management Tables are maintained in the system. These tables consist of an 
Answered Call Management Table and an Unanswered Call Management Table. Each have a 
100-entry capacity.
Answered Call Management Table
Description
The Answered ICLID Table feature adds a table that captures the ICLID calls that were 
answered. The table can store up to 100 entries of the most recently answered ICLID calls. A 
station may dial a unique access code to view the entries, scroll through the entries, and dial 
a desired entry back. The table displays the number as well as the station that answered the 
call.
STATION  ID 0-8
DSS  MAP  X  ASSOC  XXX
AT TENDANT  DISPLAY 00-99
01 
						

							3-20 IC LI D  Ca l l  Ma n a g em en t Ta b l es
Chapter 3 - Attendant Features and Operation
Operation
This table may be accessed from any user station display phone so the answered calls may be 
reviewed and handled by the end user. Any Attendant station(s) can delete a table entry, one 
entry at a time. Upon entering the review process, the functions available to a phone are:
Conditions
» Telco must activate Caller ID service.
» Auto Attendant calls are considered answered.
Unanswered Call Management Table
Description
An Unanswered Call Management Table with 100 entry capacity is maintained in the system. 
The calling number/name information pertaining to any unanswered call is placed in this 
table at the time the system determines the call was abandoned.
This table may be accessed from any display telephone to review unanswered calls. Only an 
Attendant station(s) can delete an entry from this table.
Table 3-2: ICLID Answered Call Management
Function Button
Go to beginning of table Dial Code 659
Review next item in table entry MUTE
Step to next table entry HOLD
Delete table entry (Attendant only) FLASH
Exit table review function ON/OFF
Step to previous table entry TRANSFER
Call Back SPEED 
						

							Recall3-21
Chapter 3 - Attendant Features and Operation
Operation
This table may be accessed from any station display phone so that the unanswered calls may 
be reviewed and handled by the end user. Upon entering the review process, the functions 
available to a phone are:
Conditions
» Telco must activate Caller ID service.
» Auto Attendant calls are considered answered.
Recall
Description
A held CO call left unattended by a station recalls the Attendant(s) after a programmable 
time period elapses. A recalling CO line flashes at a distinctive rate and has an LCD display 
that identifies the originating station of the unanswered call.
Operation
To answer a recall, press OUTSIDE LINE button that is flashing at a very fast rate.
Conditions
» Recall does not apply to intercom calls placed on hold.
Attendant Recall Timer
Description
The Attendant Recall Timer determines the time a recalling call rings at the attendant 
station(s) before the system releases the line. When a CO Line recalls to the Attendant station 
and is still unanswered, the system releases the line at the expiration of this timer and 
automatically places the line to an idle condition.
The Attendant Recall Timer setting is variable from 00–60 minutes. An entry of 00 causes the 
Attendant(s) station to ring until answered.
Table 3-3: ICLID Unanswered Call Management
Function Button
1. Go to beginning of table Dial Code 635
2. Review next item in table entry MUTE
3. Step to next table entry HOLD
4. Delete table entry (Attendant only) FLASH
5. Exit table review function ON/OFF
6. Step to previous table entry TRANSFER
7. Call Back SPEED 
						

							3-22Release Button
Chapter 3 - Attendant Features and Operation
Programming Steps
1. Press the ATTENDANT RECALL TIMER flexible button (FLASH 01, Button #3). The 
following message displays:
2. Enter a valid number on the dial pad that corresponds to 00-60 minutes.
3. Press HOLD to save the entry. A confirmation tone sounds and the display updates.
DEFAULT … Attendant Recall Timer is set for 1 minute.
Release Button
Description
The Release Button feature lets the station user disconnect calls while off-hook (on handset, 
not speakerphone), speeding up call handling time.
While off-hook (on handset, not speakerphone) on an intercom call, transfer sequence, page 
announcement, or CO call:
Press the preprogrammed RELEASE button [641] to terminate intercom call, transfer 
sequence, page announcement or CO call.
Speed Dial - System Storing
System Speed numbers must be entered by the first programmed Attendant. If no Attendant 
is specified, enter at Station 100.
1. Press SPEED once, then press desired outside line key; or select an outside line 
automatically by pressing the SPEED button twice.
2. Dial the System Speed bin location (9020-9999).
3. Dial telephone number.
4. Press the SPEED button.
5. Hang up.

Pressing the TRANS button during number entry initiates a Pulse-To-Tone switchover.

Pressing the HOLD button during number entry inserts a Pause.

Pressing the FLASH key inserts a Flash into the speed number.

Pressing the TRANS button as the first entry in the speed bin inserts a no-display 
character causing the numbers stored in the bin not to display on the Digital 
Telephones when the bin is accessed.
Speed Bin numbers 9060-9099 ARE NOT monitored by Toll Restriction.
ATND  RECALL  TIMER 00-60
01 
						

							4
Call Distribution - ACD/UCD
This chapter covers the topics of Automatic Call Distribution (ACD) and Uniform Call
Distribution (UCD). 
						

							








 
 
 
 
 
 
  
						

							Automatic Call Distribution4-3
Chapter 4 - Call Distribution - ACD/UCD
Automatic Call Distribution
Description
The Automatic Call Distribution (ACD) feature is available with optional software. When 
purchased, Uniform Call Distribution (UCD) is not used and is replaced by the ACD functions 
identified in the following sections.
Sixteen (16) Automatic Call Distribution (ACD) groups can be programmed, each containing 
up to 252 station numbers.
Each group is assigned a pilot number. When this number is dialed, the first available agent in 
that group is rung. Calls are routed to the station that has been on-hook for the longest time 
period.
ACD Help
Description
The ACD Agent HELP feature provides a means for an ACD Agent to signal their assigned 
supervisor for assistance.
Operation
While on a call in progress, the Agent presses their preprogrammed HELP flexible 
button and the following occurs:

A confirmation tone sounds. The agent’s HELP button illuminates if a supervisor is logged 
into their ACD group. If no supervisor is logged in, the agent receives a burst of error tone 
and the HELP button does not illuminate.

The ACD supervisor station receives a Help message when an ACD member that belongs 
to the same group initiates a Help request. The Help function also sends a Camp-On tone 
to the speaker of the supervisor’s keyset. The Help message takes precedence over any 
other message and can be cleared by the supervisor by pressing their HELP button.

At the time the supervisor receives a Help request, they can press their HELP flexible 
button followed by the override feature button to bridge onto the ACD group member’s 
call. The HELP button places an intercom call to the station requesting Help. The Help 
message is cleared after the supervisors HELP button is pressed. The Help message is also 
cleared if the agent was on a call and went back on-hook before the supervisor could 
respond. In this case, the Help message is converted to a message wait indication. The 
agent can also clear the Help request by pressing their HELP button a second time.

ELECTRONIC TELEPHONE
Not applicable

SINGLE LINE TELEPHONE
Not applicable 
						

							4-4Automatic Call Distribution
Chapter 4 - Call Distribution - ACD/UCD
Conditions
» Up to five (5) messages can be left at any supervisor station.
» The supervisor can cancel a Help request signal by pressing their flashing HELP button. A 
call is placed to the agent requesting Help. If the agent is on a call, the supervisor can 
press the BARGE-IN button to monitor the call or give assistance.
» A flexible button must be programmed for this feature.
» Only Digital Telephones can activate this feature.
ACD/UCD Calls In Queue Status Display
Description
This feature allows an ACD station (12/24 button executive only) to monitor the calls in queue 
information for a particular group. The button LED indicates that there are calls in queue.
The agent automatically receives an enhanced Calls in Queue display on the LCD whenever 
there is a call in queue.
Refer to “UCD Calls In Queue Display” on page 4-45 for UCD-specific information.
Related Information
Operation
In-service ACD agents and the assigned overflow station automatically see the quantity of 
calls in queue on the LCD of their station for the ACD group of which they are a member. If 
every member of the ACD group is busy and calls are in queue, the Supervisor/Agent Queue 
Status display is seen at all ACD members of that group.
There are two methods for stations not assigned to the ACD Group to monitor the ACD Calls 
In Queue Status Display. The first method requires pressing one preprogrammed flexible 
button, or dialing the feature code, followed by entering the ACD group number that you 
desire to monitor. The second method uses one or more preprogrammed flexible buttons to 
immediately access ACD Calls In Queue Status Display(s) with a single press of the flexible 
button. This second method allows a supervisor to more quickly monitor a specific ACD 
group or switch between monitoring of several groups under their supervision.
First Method - From an idle key telephone:
1. Dial the ACD Calls In Queue Status Display feature code [567] on the dial pad,
-or-
Press the preprogrammed flexible button.
2. Dial the ACD Group number (550-565). ON/OFF button LED lights steady.
Quick Reference
 Flash  60 Button #5 Calls in Queue Threshold (Refer to “Calls in Queue 
Threshold” on page 4-13.)
This feature cannot be used with a call in progress. The station is considered busy for 
incoming calls during this operation. Each time this feature is used, wrap-up is started.
 If an ACD member is taken out of the group (e.g., DND, All Call Forward, Unavailable, 
etc.) they do not receive calls in queue information. 
						

							Automatic Call Distribution4-5
Chapter 4 - Call Distribution - ACD/UCD

The ACD Calls In Queue Status Display shows the following information:
XXXX = ACD Group number

This idle display tells the agent and/or their supervisor how many calls are in queue.
3. Replace handset or press ON/OFF button to terminate the display.
Second Method - From an idle key telephone:
The preprogrammed flexible button for the ACD group being monitored will flash at 240 ipm 
indicating that there are calls in queue.
1. Press the preprogrammed flexible button. The ACD Calls In Queue Status display shows 
the following:
AXXXX = ACD Group number
The idle display tells the agent and/or their supervisor how many calls are in queue.
The user assigns an ACD CALLS IN QUEUE DISPLAY flexible button using the ACD Calls In 
Queue Display feature code [579] + [XXXX], (XXXX = ACD group number).
2. Replace the handset or press the ON/OFF button to terminate the display.
Conditions
» Any ACD station can have a button assigned to view the calls in queue for any ACD group.
ACD/UCD Available/Unavailable
Description
If you are an ACD agent, you may place your station in the Available mode to receive ACD 
calls, or you may place your station in the Unavailable mode to block ACD calls from ringing 
your station.
The ACD Available/Unavailable DSS/BLF flash rate is the rate at which a DSS appearance for a 
station in ACD Unavailable mode flashes. This flash rate can be programmed to 29 different 
options identified in the flash rate table. This enables the programmer to customize the key 
system configuration to desired flash rates.
Refer to “UCD Available/Unavailable” on page 4-44 for UCD-specific information.
ACDXXXX  00  CALLS IN  QUEUE
MMM DD YY HH:MM am
ACDXXXX  00  CALLS IN  QUEUE
MMM DD YY HH:MM am 
						

							4-6Automatic Call Distribution
Chapter 4 - Call Distribution - ACD/UCD
Programming Steps
1. Press the ACD UNAVL – DSS/BLF flexible button (FLASH 07, Button #8). The following 
message displays:
2. Enter a valid number (00-28) on the dial pad to correspond to one of the 29 available 
options. (Refer to Table 2-11 on page 2-130.)
3. Press HOLD to save the entry. A confirmation tone sounds and the display updates.
DEFAULT … ACD Available/Unavailable DSS/BLF flash rate is set for a Red 60 ipm
Double Wink Off (04).
Operation
To make a station available:
Dial the ACD Available/Unavailable feature code [566] on the dial pad,
-or-
Press the preprogrammed AVAILABLE/UNAVAILABLE button. You may now receive ACD 
calls.
To make a station unavailable:
Dial the ACD Available/Unavailable feature code [566] on the dial pad,
-or-
Press the preprogrammed AVAILABLE/UNAVAILABLE button. You are now blocked from 
receiving ACD calls.
Conditions
» If station is unavailable and key is programmed, it will flash at 60 ipm double wink.
ACD Call Factor
Description
The Call Factor feature is used exclusively with the digital voice mail to provide the average 
call duration to the caller. This feature can be activated from administration or the ACD 
supervisor can use a flexible button. To use a flexible button, dial the ACD Call Factor feature 
code [580] + the ACD Group number (550-565) +  [FFF], (where FFF = Call Factor -  the 
average call duration).
The following formula is used to calculate the average call duration:
(Place in Queue)  (Call Factor)
  ---------------------------------------------- 
Number of Agents Logged into Group
Programming Steps
1. Press FLASH and dial [60].
2. Enter the ACD group number (550-565) on the dial pad.
ACD  UNAVL  DSS / BLF 00-28
RED  60  IPM  DBL  WINK  OFF