Vodavi Starplus Triad S Installation Programming Manual

							Automatic Call Distribution4-17
Chapter 4 - Call Distribution - ACD/UCD
DEFAULT … ACD No-Answer Retry Timer is set for 300 seconds.
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.)
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 ACD group stations.
This feature allows ACD calls reaching the ACD Overflow Station to call forward to another 
station. This is allowed or denied on a system-wide basis. Once enabled in programming, a 
ACD Overflow station can Busy/No-Answer forward to Voice Mail Groups, Hunt Groups and 
stations. If the ACD Overflow station is busy or does not answer before the no-answer call 
timer expires, the ACD call forwards to the designated forward location.
Programming Steps
1. Press the OVERFLOW STA FWD flexible button (FLASH 06, Button #6). The following 
message 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 … Overflow Station Forwarding is disabled.
Operation
To activate Call Forwarding:
1. Lift the handset or press ON/OFF button.
2. Press the FWD button or dial the Call Forwarding feature code [640].
3. Dial the desired code:
[6] = All Calls
[7] = No Answer Calls
[8] = Busy Calls
[9] = Busy and No Answer Calls
4. Dial the destination number where to forward calls (Station, Voice Mail, UCD groups, or 
Hunt group). A confirmation tone sounds.
5. Replace handset or press ON/OFF button.
OVERFLOW  STA  FWD 0-1
DISABLED 
						

							4-18Automatic Call Distribution
Chapter 4 - Call Distribution - ACD/UCD
To remove Call Forwarding:
1. Lift handset or press ON/OFF button.
2. Press the FWD button or dial the Call Forwarding feature code [640]. A confirmation tone 
sounds and the FWD LED extinguishes.

SINGLE LINE TELEPHONE
SLTs do not have a FWD button and must dial code [640] to use this feature.
Conditions
» An overflow station may be assigned to route callers in queue to a designated station 
after a specified time. A queued call is one that has been answered by a recorded 
announcement device.
Overflow Timer
Description
The ACD Overflow Timer determines the total length of time a caller remains in queue for a 
particular ACD 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 ACD Overflow Timer setting is variable from 000-600 seconds.
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 OVERFLOW TIMER flexible button (FLASH 60, Button #13). The following 
message displays:
5. Enter a valid number on the dial pad which corresponds to 000–600 seconds.
6. Press HOLD to save the entry. A confirmation tone sounds and the display updates.
DEFAULT … ACD Overflow Timer is set for 60 seconds.
PC/ACD Baud Rate Display
Description
The Triad-S can provide PC/ACD Reporting output to the standard RS232C I/O ports on the 
MPB or the optional SIU2 module connector(s). The baud rate is displayed as 150, 300, 600, 
1200, 2400, 4800, 9600, or 19.2K baud.
AXXXX    OVERFLOW 000-600
060 
						

							Automatic Call Distribution4-19
Chapter 4 - Call Distribution - ACD/UCD
Programming Steps
The PC/ACD Port Baud Rate is programmed using Flash 15 baud rate assignments (refer to 
“Baud Rate Assignments” on page 2-17. The LCD displays the current baud rate based on which 
Port number is assigned to the ACD SMDR Port number. The following message displays:
DEFAULT … PC/ACD baud rate is set to 9600.
PC/ACD Interface Trace
Description
The PC/ACD Interface Trace feature is available with optional software. The PC/ACD Interface 
Trace provides a series of events trace output which is compatible with the Discovery ACD 
reporting package.
Programming Steps
1. Press the DISABLE/ENABLE flexible button (FLASH 63, Button #1). The following 
message displays:
2. Press the ENABLE/DISABLE flexible button.
LED On = YES (Enabled)
LED Off = NO (Disabled)
3. Press HOLD to save the entry. A confirmation tone sounds and the display updates.
DEFAULT … ACD Event Trace is disabled (NO).
PC/ACD Trace Port Assignment
Programming Steps
1. Press the TRACE PORT ASSIGNMENT flexible button (FLASH 63, Button #2) to determine 
which port to use for the PC/ACD Interface Trace.
2. Enter a valid number for the PC/ACD Event Trace Port number:
[1] = Port #1 (RS-232-C port on optional MISU)
[2] = Port #2 (RS-232-C port on optional MISU)
The LCD displays the current baud rate based on which Port number is assigned to the 
ACD SMDR Port number (default is Port #1).
3. Press HOLD to save the entry. A confirmation tone sounds and the display updates.
PORT BAUD
1 9600
ACD _ EVT _ TRACE  I/O  BAUD
NO 1 9600
ACD _ EVT _ TRACE  I/O  BAUD
NO 1 9600 
						

							4-20Automatic Call Distribution
Chapter 4 - Call Distribution - ACD/UCD
DEFAULT … Trace Port Assignment is set to port 1.
Primary Agents
Description
The Primary Agent Assignment feature allows stations serving as primary agents to be 
entered into the ACD group. Agents can login to primary and secondary group. Primary 
agents ACD calls from their primary group are presented ahead of ACD calls in their 
secondary group. 
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 PRIMARY AGENT flexible button (FLASH 60, Button #7). The following message 
displays:
5. To add a station as a primary agent of the ACD group, use the dial pad as follows:

Enter XXXX 1 (XXXX = flexible station number).

Press the HOLD button.
6. To delete a station from being a primary agent of the ACD group, use the dial pad as 
follows:

Enter XXXX 0 (XXXX = flexible station number).

Press HOLD to save the entry. A confirmation tone sounds and the display updates.
7. To view primary agents in the ACD group, press button #7. (Each depression toggles 
through seven agents at a time.)
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, if the guaranteed message has not been enabled and the call 
has been transferred to the ACD Group.
This message plays after the Ring Timer expires and no agents are available.
Programming Steps
1. Press FLASH and dial [60].
2. Enter the ACD Group number (550-565) on the dial pad.
Overflow Station Forward (Flash 06, Button #6) allows/disallows excess calls to be 
forwarded to another station.
ACD Agent Recall (Flash 06, Button #12) allows/disallows calls that have been 
transferred from an ACD Agent to recall the Agent.
AXXXX   PRIMARY  AGENTS
END 
						

							Automatic Call Distribution4-21
Chapter 4 - Call Distribution - ACD/UCD
3. Press HOLD. A confirmation tone sounds and the display updates.
4. Press the PRIMARY RAN flexible button (FLASH 60, Button #10). The following message 
displays:
5. Enter a valid number (1-8) for the desired RAN Table or a (#) to remove the entry.
6. Press HOLD to save the entry. A confirmation tone sounds and the display updates.
Recorded Announcements
Description
Recorded announcement (RAN) devices can be assigned to provide up to eight different 
messages per system, if all stations in an ACD group are busy. The eight messages are 
available to all 16 ACD groups in different configurations. Each group can have a Guaranteed 
RAN and two other RANs, a primary and a secondary. A RAN device can provide an 
announcement to one caller at a time. Subsequent callers are queued onto the message on a 
first-in basis.
Each RAN Announcement Table can be directed to a Hunt Group, therefore each primary and 
secondary RAN Table can have eight announcements. RAN Hunt Group numbers can be 
chained together by placing the RAN Group Number (458-461) as the last member in the 
desired group. RAN Groups are pilot type only.
Digital Voice Mail (DVM) -- DVM can serve as a RAN Announcer by using a menu as the 
announcement. With this unique benefit: callers can route to other destinations, hear their 
place in queue, and hear their hold time.
Recorded Announcement Tables
Description
Determines the type, index (port) number and message length for the eight available 
Recorded Announcements (RAN). There are eight RAN Tables that can be programmed.
The type can be either a CO line port, an SLT port, Digital Voice Mail, or a RAN Hunt Group 
port. The index number specifies which circuit for the type of interface. The message length is 
used to match the maximum length of the message to the device that is used.
Digital Voice Mail can be used as a RAN Announcer for ACD Groups. A menu is provided to 
play the announcement, as well as collect DTMF digits and route the caller to an alternate 
destination. In addition, a place in queue and an average hold time message can be played to 
the caller. The ability to detect DTMF, play average hold time, and place in queue are all 
programmable in this area.
AXXXX   PRIMARY RAN 1-8
# 
						

							4-22Automatic Call Distribution
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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 ACD, 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 ACD RAN 
Announcement Table #1.
2. To change to another ACD RAN Announcement Table, press FLASH 62 and a flexible 
button 2-8 for Tables 2-8 respectively.
Table 4-2: Voice Mail RAN Announcer Options
Option Action
0 Do NOT take a menu action on any DTMF dialed by the caller; DO NOT 
play Place in Queue or Hold Time message. (Default)
1 Take menu action only on DTMF dialed by the caller; DO NOT play 
Place in Queue or Hold Time message.
2 DO NOT take menu action on any DTFM dialed by user; play the Place 
in Queue message only.
3 Take menu action on DTMF; play the Place in Queue message.
4 DO NOT take menu action on any DTFM dialed by user; play the Hold 
Time Message only.
5 Take menu action on DTMF; play Hold Time message.
6 DO NOT take menu action on any DTFM dialed by user; play the Place 
in Queue and Hold Time message.
7 Take menu action on DTMF; play the Place in Queue and Hold Time 
message.
8-9 Not used at this time
DVM software version must be 2.90B or greater to have RAN functionality.
No Message Duration for type [4] entries is required.
A RAN table must be programmed for Overflow to operate.
ANNOUNCEMENT  TABLE  1
TYPE  #    IDX  ####    TIME  ###
ANNOUNCEMENT
TABLE 1ANNOUNCEMENT
TABLE 2ANNOUNCEMENT
TABLE 3ANNOUNCEMENT
TABLE 4
1Q2W3E4R
ANNOUNCEMENT
TABLE 5ANNOUNCEMENT
TABLE 6ANNOUNCEMENT
TABLE 7ANNOUNCEMENT
TABLE 8
5T6Y7U8I 
						

							Automatic Call Distribution4-23
Chapter 4 - Call Distribution - ACD/UCD
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 type.
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 SLT Port Interface type.
3. Dial the desired SLT station number, using a 4-digit format, e.g., for SLT station number 
120, enter 0120.
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 a RAN Hunt Group port:
1. Press the TABLE X flexible button (1-8).
2. Dial [3] for RAN Hunt Group.
3. Dial [0458-0461] for RAN Hunt Group used.
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 digital voice mail:
1. Press the TABLE X flexible button (1-8).
2. Dial [4] for the Digital Voice Mail function type.
3. Dial the desired Voice Mail Group number, using a 4-digit format, e.g., for Voice Mail 
Group 440, enter 0440.
4. Dial a three-digit menu number [000-999].
5. Dial [0-9].
0 = No DTMF Detection, No Messages Played. (Default)
1 = DTMF Detection, No Message.
2 = No DTMF, Place In Queue Message.
3 = DTMF Detection, Place In Queue Message.
4 = No DTMF, Hold Time Message.
5 = DTMF Detection, Hold Time Message.
6 = No DTMF, Both Messages.
7 = DTMF Detection, Both Messages.
8 = Not used at this time.
9 = Not used at this time.
6. Press HOLD to save the entry. A confirmation tone sounds and the display updates.
To clear entries:
1. Press the [#] button.
2. Then press HOLD. 
						

							4-24Automatic Call Distribution
Chapter 4 - Call Distribution - ACD/UCD
Ring Timer
Description
The ACD Ring Timer determines how long a call rings into a busy ACD group before being 
presented to the Primary Recorded Announcement. The ACD 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 which corresponds to 000-300 seconds.
3. Press HOLD to save the entry. A confirmation tone sounds and the display updates.
DEFAULT … ACD Ring Timer is set for 60 seconds.
Secondary Agents
Description
The Secondary Agent Assignment feature allows stations serving as secondary agents to be 
entered into the ACD group. Agents can login to primary and secondary groups. Primary 
agents ACD calls from their primary group are presented ahead of ACD calls in their 
secondary group.
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 SECONDARY AGENT flexible button (FLASH 60, Button #8). The following 
message displays:
5. To add a station as a secondary agent of the ACD group, use the dial pad as follows:

Enter XXXX 1 (XXXX = flexible station number).

Press HOLD.
A RAN Table must be specified in ACD programming. If a RAN Table is NOT specified, 
incoming CO callers are not answered but continue to receive ringback.
RING 000-300
060
AXXXX   SECONDARY  AGENTS
END 
						

							Automatic Call Distribution4-25
Chapter 4 - Call Distribution - ACD/UCD
6. To delete a station from being a secondary agent of the ACD group, use the dial pad as 
follows:

Enter XXXX 0 (XXXX = flexible station number).

Press HOLD to save the entry. A confirmation tone sounds and the display updates.
7. To view secondary agents in the ACD group, press button #7. (Each depression toggles 
through seven agents at a time.)
Secondary Recorded Announcement
Description
A secondary recorded announcement (RAN) may be assigned to the group. This 
announcement can be used for follow-up information after the primary messages. It plays 
after the Message Interval Timer setting expires.
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 SECONDARY RAN flexible button (FLASH 60, Button #11). 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.
Supervisor Calls in Queue Status Display
Description
The Supervisor Calls in Queue Status Display feature provides a means for an ACD supervisor 
to view the status of their ACD group.
This display is an idle state display that provides an indication to a supervisor that agents in 
the group are having problems answering all their calls. The display tells the supervisor how 
many calls are in queue, how many agents are logged into the ACD group, and the length of 
time that the oldest call has been in queue.
Operation
To activate the supervisor Queue Status display:
Dial the Supervisor Calls in Queue Status Display feature code [577] on the dial pad, 
followed by the ACD Group number (550-565) that the supervisor wants to observe.
-or-
Press the preprogrammed flexible button.
AXXXX   SECONDARY RAN   1-8
# 
						

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Chapter 4 - Call Distribution - ACD/UCD
The ON/OFF button LED lights steady and the Queue Status display shows the following 
information:
XXXX = ACD Group number
CC = Number of calls in queue
AA = Number of agents logged in
HH:MM:SS = Time length of oldest call in hours, minutes and seconds
To change the display to another group:
Dial [577] on the dial pad, followed by the ACD group number (550-565) that the 
supervisor wants to observe.
-or-
Press the preprogrammed flexible button.
Conditions
» To receive the supervisor queue status display, the station must be logged in as a 
supervisor and the supervisor flexible code must be used.
» ACD supervisors receive the queue status display in real time.
» The queue status display is only given when the ACD group member or supervisor’s 
station is not receiving a higher priority display, such as HELP or Out-Of-Ser vice, or other 
applicable off-hook events are taking place at the station.
» The supervisor queue status display is saved in battery-backed memory.
» When a supervisor logs out of the group presently displayed, they must enter a new 
request for queue status display.
Supervisor Login/Logout
Description
The Supervisor Login/Logout feature provides a means for a supervisor to log into one of the 
ACD groups and monitor calls.
Operation

To log in, dial Login Code [576] on the dial pad, followed by the desired ACD group 
number (550-565),
-or-
Press a preprogrammed Login flexible button. Flexible button must have [576] + [XXXX], 
(where XXXX = the ACD Group number), programmed onto it.
The Supervisor enters a unique Supervisor ID code (0000-9999). The Login flexible button 
LED is lit steady. A confirmation tone sounds and the supervisor is logged onto the ACD 
group. The ON/OFF LED extinguishes if the supervisor started the sequence in the 
handsfree mode. When the supervisor logs in, an ACD login event is sent to the ACD 
Events Trace port, if active.
XXXX: CIQ: CC  AGENT(S): AA
OLDEST CALL: HH:MM:SS