Vodavi Starplus Triad S Installation Programming Manual

							Automatic Call Distribution4-7
Chapter 4 - Call Distribution - ACD/UCD
3. Press HOLD. A confirmation tone sounds and the display updates.
4. Press the CALL FACTOR flexible button (FLASH 60, Button #14). The following message 
displays:
5. Enter a valid number (0-999 minutes) for the desired call factor time. (0 disables this 
function.)
6. Press HOLD to save the entry. A confirmation tone sounds and the display updates.
ACD Call Qualifier
Description
The CALL QUALIFIER feature provides a means for an Agent on ACD calls to enter call 
identification codes. This feature provides up to three digits for the ACD SMDR reporting 
function. Up to 12 digits can be entered, however only the first three digits are used in the 
SMDR record.
Operation
While agent is on a call:
1. Press the preprogrammed CALL QUALIFIER flexible button, followed by the three-digit 
qualify code.
2. Enter a [

] to complete the sequence. A short burst of confirmation tone sounds through 
the keyset speaker, if programmed.
Conditions
» The outside party does not hear the (qualify code) account code being entered.
» The qualify code is the first three digits of the account code. Therefore, the account code 
record in the SMDR contains the qualify code in the first three digits.
» The qualify code must be entered during CO talk state.
» The CALL QUALIFIER button is programmed using the Call Qualifier feature code [570] + 
[###] or the Call Qualifier feature code and the last three digits of a speed bin number, 
e.g., [570] + [ YYY ]. The speed bin number can also have the Call Qualifier code.
AXXXX   CALL FACTOR 0-999
XXX 
						

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ACD Member Status
Description
The ACD Member Status feature provides a means for an ACD supervisor to view the status of 
the 16 ACD groups in the system, individually. This display tells the supervisor which stations 
are logged into the group, and if the stations logged in are available, unavailable, out-of-
service, in DND, or busy on a call. The supervisor can use this display to determine why there 
are a lot of queued calls in a specific group.
Operation
Any station (Supervisor or Agent) logged onto the ACD group views the group members 
display as follows:
1. Dial the ACD Group Member Status feature code [573] on the dial pad,
-or-
Press preprogrammed flexible button.
The status of the ACD agents is displayed with a letter following the station number 
where the agent is logged in.
XXXX = ACD Group number
#### = 3- or 4- digit station number
(N) = Not Equipped
(D) = Do not Disturb
(O) = Out of service
(U) = Unavailable
(B) = Busy on a call
(A) = Available
NOTE -- If an Agent makes a call while out of service, their status is out of service, 
not busy.
2. Press [
] to scroll up to the next ACD Group. If more than eight members are in the ACD 
group, the next depression of the [

] displays the additional members,
-or-
Press [#] to scroll down to the previous ACD Group. To return to an idle display, the 
Supervisor/Agent station goes to on-hook condition.
Conditions
» The ACD Group Members Status display is updated at the time the code is dialed.
» If an agent made a call while out of service, the status would be out of service, not busy.
XXXX:    ####A ####A ####A
####O   ####U ####D ####B 
						

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Chapter 4 - Call Distribution - ACD/UCD
ACD 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 
ACD group stations. Only CO calls transferred to a ACD group overflow to the overflow 
station when RAN tables are assigned.
Programming Steps
To assign an ACD Overflow Station:
1. Press FLASH and dial [60].
2. Enter the ACD Group number (550-565) on the dial pad.
3. Press HOLD. A confirmation tone sounds and the display updates.
4. Press the OVERFLOW ASSIGN flexible button (FLASH 60, Button #3).
5. Enter a valid flexible station number to designate the ACD Group’s overflow station.
6. Press HOLD to save the entry. A confirmation tone sounds and the display updates.
To delete an ACD Overflow Station:
1. Press [#] three times.
2. Then press the HOLD button.
ACD Overflow Available/Unavailable
Description
An overflow station may be assigned to route callers in queue to a designated station after a 
specified time.
The Overflow station may remove themselves from their assigned group by dialing the 
Overflow Available/Unavailable code. When the Overflow station is in the available mode, 
that station receives ACD calls in the normal manner. When the Overflow station is in the 
Unavailable mode, that station no longer receives ACD calls, however they may receive 
non-ACD calls. The Overflow station that went Unavailable receives a visual reminder with a 
flashing LED. The overflow station may NOT be one of the ACD group stations.
Operation
To place a station in Available Mode:
Dial the ACD Overflow Available/Unavailable feature code [578] on the dial pad,
-or-
Press the preprogrammed AVAILABLE/UNAVAILABLE button. You may now receive ACD 
calls.
AXXXX   OVERFLOW STATION
#### 
						

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To place a station in Unavailable Mode:
Dial the ACD Overflow Available/Unavailable feature code [578] on the dial pad,
-or-
Press the preprogrammed AVAILABLE/UNAVAILABLE button. You are now blocked from 
receiving ACD calls.
Agent Login/Logout
Description
The Agent Login/Logout feature lets an Agent log into a Primary and Secondary ACD group 
to receive calls. An Agent must first login to be placed into an active ACD state.
Operation
To log into an ACD Primary Group:
Dial the Agent Login feature code [572] on the dial pad, followed by the desired ACD 
Group number (550-565),
-or-
Press a preprogrammed Login flexible button.
The Agent enters their unique Agent ID code (0000-9999). The Login flexible button LED 
is lit steady. A confirmation tone sounds and the agent is logged onto the ACD group.

The ON/OFF LED extinguishes if the agent started the sequence in the handsfree 
mode.

The ACD Agent Login LED only lights for the ACD group that is assigned to that 
button.
To log out of an ACD Primary Group:
Dial the Agent Logout feature code [571] on the dial pad,
-or-
Press a preprogrammed Logout flexible button. The Login flexible button LED 
extinguishes.
To log into an ACD Secondary Group:
Dial the Agent Login feature code [582] on the dial pad, followed by the desired ACD 
Group number (550-565),
-or-
Press a preprogrammed Login flexible button.
If a member is assigned to a specific ACD group and uses the login/logout codes to 
enter and exit an ACD group, other than their assigned group, the database is 
changed to reflect the different group.
When the agent logs in or out of their ACD Group, an ACD login-logout event is sent 
to the ACD Events Trace port, if active. 
						

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Chapter 4 - Call Distribution - ACD/UCD
The Agent enters their unique Agent ID code (0000-9999). The Login flexible button LED 
is lit steady. A confirmation tone sounds and the agent is logged onto the ACD Group.

The ON/OFF LED extinguishes if the agent started the sequence in the handsfree 
mode.

The ACD Agent Login LED only lights for the ACD group that is assigned to that 
button.
To log out of an ACD Secondary Group:
Dial the Agent Logout feature code [581] on the dial pad,
-or-
Press a preprogrammed Logout flexible button. The Login flexible button LED 
extinguishes.
Conditions
» If a member is assigned to a specific ACD group and uses the login-logout codes to enter 
and exit an ACD group, other than their assigned group, the database is changed to 
reflect the different group.
» If an agent logs into an ACD group from a station that is logged into another ACD group, 
the station is automatically removed from the previous ACD group.
» An agent may log out while in wrap-up, or unavailable.
» An agent logging in is placed in wrap-up mode before receiving an ACD call.
» The Triad-S Digital System does not verify agent’s ID codes, other than requiring entry of 
four digits.
» An Agent may not log in to the same group as a primary and secondary member.
» If you have a Login flexible button on your phone, then you do not need a Logout flexible 
button. The Login button acts as a toggle.
Agent Recall
Description
The ACD Agent Recall allows/disallows calls that have been transferred from an ACD Agent to 
recall the Agent.
Programming Steps
1. Press ACD AGENT RECALL button (FLASH 06, Button #12). The following displays:
2. Enter a 0 or 1 on the dial pad to enable/disable the use of this feature.
[0] = Disabled
[1] = Enabled
3. Press HOLD to save the entry. A confirmation tone sounds.
DEFAULT … ACD Agent Recall is disabled.
ACD  AGENT  RECALL 0-1
DISABLED 
						

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Alternate ACD Group Assignments
Description
An Alternate ACD Group can be programmed so that 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 ACD 
groups together.
Programming Steps
To make an Alternate ACD Group:
1. Press FLASH and dial [60].
2. Enter the ACD Group number (550-565) on the dial pad.
3. Press HOLD. A confirmation tone sounds and the display updates.
4. Press the ALTERNATE GROUP flexible button (FLASH 60, Button #2). The following 
message displays:
5. Enter another ACD Group number to designate the Alternate ACD Group.
6. Press HOLD to save the entry. A confirmation tone sounds and the display updates.
To delete an Alternate ACD Group:
1. Press [#].
2. Then press the HOLD button.
Call Qualifier Tone
Description
The Call Qualifier Tone feature is associated with the ACD Call Qualifier code and determines 
if a confirmation tone sounds after the ACD Call Qualifier code is dialed. If programmed, a 
confirmation tone sounds.
Programming Steps
1. Press the CALL QUAL TONE flexible button (FLASH 05, Button #13).
2. Enter a 0 or 1 that corresponds with the following entries:
[0] = Disabled
[1] = Enabled
3. Press HOLD to save the entry. A confirmation tone sounds.
DEFAULT … Call Qualification Confirmation tone is disabled.
AXXXX   ALTERNATE GROUP
####
CALL  QUALIFIER  TONE 0-1
DISABLED 
						

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Chapter 4 - Call Distribution - ACD/UCD
Calls in Queue Threshold
Description
The ACD calls in queue (CIQ) threshold feature determines how many calls appear in queue 
before the LED flashes at 240 ipm flutter. When the number of calls in queue falls below the 
CIQ threshold, the LED extinguishes.
Programming Steps
1. Press FLASH and dial [60].
2. Enter the ACD Group number (550-565) on the dial pad.
3. Press HOLD. A confirmation tone sounds and the display updates.
4. Press the CIQ THRESHOLD flexible button (FLASH 60, Button #5). The following message 
displays:
5. Enter a valid value on the dial pad that corresponds to 0–99 calls.
6. Press HOLD to save the entry. A confirmation tone sounds and the display updates.
DEFAULT … CIQ Threshold is disabled.
Conditions
» Any ACD station must have a button assigned to view the calls in queue of any ACD 
group.
» A CIQ flexible button must be assigned on the telephone(s) using the Calls In Queue 
Display Button feature code [579]  + [XXXX], (where XXXX = the ACD Group number).
Group Name
Description
A Group Name can be assigned to each of the 16 ACD groups to provide each with a unique 
identification. A Group Name only appears during a ringing ACD call. A Group Name is not 
presented on an idle display.
Programming Steps
1. Press FLASH and dial [60].
2. Enter the ACD Group number (550-565) on the dial pad.
3. Press HOLD. A confirmation tone sounds and the display updates.
4. Press the GROUP NAME flexible button (FLASH 60, Button #1). The following message 
displays:
AXXXX  CIQ THRSHOLD 0-99
00
AXXXX   NAME
      AXXXX 
						

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5. Enter the desired name using the dial pad (up to eight characters).
6. Press HOLD to save the entry. A confirmation tone sounds and the display updates.
Guaranteed Message Announcement
Description
A Guaranteed Message announcement may be assigned to the group to force callers to listen 
to the announcement prior to entering the queue or ringing an agent.
Callers listening to this type of announcement may dial digits (up to 14) using their dial pad. 
These digits can then be compared against the Local Number/Name Translation Table and 
routed to destinations based on table overrides. These digits (or a translation table entry’s 
digit/name) then show on an agent’s display as calling number identification digits.
This RAN function is only used for incoming CO calls to ACD Groups.
Programming Steps
1. Press FLASH and dial [60].
2. Enter the ACD Group number (550-565) on the dial pad.
3. Press HOLD. A confirmation tone sounds and the display updates.
4. Press the GUARANTEED RAN flexible button (FLASH 60, Button #9). The following 
message displays:
5. Enter a valid number (1-8) for the desired RAN Announcement Table or a (#) to remove 
the entry.
6. Press HOLD to save the entry. A confirmation tone sounds and the display updates.
Table 4-1: Dial Pad Keys
Other Codes
1 = 1# 8 = 8#“ = 01 * = *#
2 = 2# 9 = 9# , = 02 ( = #1
3 = 3# 0 = 0# ? = 03 ) = #2
4 = 4# Space = 11 / = 04 + = #3
5 = 5# : = 12 ! = *1 = = #4
6 = 6# - = 13 $ = *2 # = ##
7 = 7#‘ = 14 & = *4 . = 24
AXXXX   GUARANTEED RAN 1-8
# 
						

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Guaranteed Message Timer
Description
The Guaranteed Message Timer setting specifies how long a call rings before it is answered 
by Guaranteed Message RAN when the Guaranteed Message RAN feature is added to an ACD 
Group.
The Guaranteed Message Timer setting is variable from 000-300 seconds.
Programming Steps
1. Press the GUARANTEED MESSAGE TIMER flexible button (FLASH 61, Button #7). 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 entry. A confirmation tone sounds and the display updates.
DEFAULT … Guaranteed Message Timer is set for 5 seconds.
Incoming CO Direct Ringing
Description
CO Lines can be programmed to ring directly into an ACD group. When all agents are busy 
and RAN is enabled, the system answers the caller and presents the Primary RAN 
announcement automatically.
Message Interval Timer
Description
The ACD message interval timer (MIT) determines the length of time a caller remains in 
queue (listening to MOH, if provided) between recorded announcements. The ACD message 
interval timer setting is variable from 000-600 seconds.
Programming Steps
1. Press the MIT TIMER flexible button (FLASH 61, Button #2). The following displays:
2. Enter a valid number on the dial pad which corresponds to 000-600 seconds.
3. Press HOLD to save the entry. A confirmation tone sounds and the display updates.
DEFAULT … ACD Message Interval Timer is set for 60 seconds.
GUARANTEED  MSG 000-300
005
MESSAGE INTER VAL 000-600
060
The ACD 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. 
						

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No-Answer Recall Timer
Description
If a call routed to a station via ACD is not answered by the ACD Agent/Station before the 
No-Answer Recall timer expires, the call is returned to ACD Queue with the highest priority. 
The station that failed to answer the ringing ACD call is also placed into an out-of-service 
(OOS) state.
The ACD No-Answer Timer setting is variable from 000–300 seconds.
Programming Steps
1. Press the NO-ANSWER RECALL TIMER flexible button (FLASH 61, Button #5). 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 entry. A confirmation tone sounds and the display updates.
DEFAULT … ACD No-Answer Timer is at 000 (disabled).
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 “ACD/UCD Available/Unavailable” 
on page 4-5.)
No-Answer Retr y Timer
Description
When the No-Answer Retry timer expires, a station that failed to answer the ringing ACD call 
is placed into an out-of-service (OOS) state.
The station that was taken out-of-service is placed back in service if the agent presses their 
available flexible button or dials the available flexible code. The agent is placed back in 
service if the No-Answer Retry timer expires. If the agent does not answer their next ACD call, 
they are again taken out-of-service. This cycle continues until the station answers calls, logs 
out, or goes unavailable.
The ACD No-Answer Retry Timer setting is variable from 000–999 seconds.
Programming Steps
1. Press the NO-ANSWER RETRY TIMER flexible button (FLASH 61, Button #6). The 
following message displays:
2. Enter a valid number on the dial pad which corresponds to 000-999 seconds.
3. Press HOLD to save the entry. A confirmation tone sounds and the display updates.
NO - ANS  RECALL 000-300
000
NO-ANSWER   RETRY 000-999
300