Vodavi Starplus Triad S Installation Programming Manual

							Automatic Call Distribution4-27
Chapter 4 - Call Distribution - ACD/UCD

To log out, dial Logout Code [575] on the dial pad, followed by the desired ACD Group 
number (550-565),
-or-
Press a preprogrammed Login/Logout flexible button, the LED extinguishes.
Conditions
» Only 1 supervisor can be logged into a group.
» If a supervisor logs into an ACD group from a station that is logged into another ACD 
group, the station remains in the previous ACD group.
» A supervisor may log out while in wrap-up, or unavailable.
» A supervisor logging in is first placed in Wrap-Up mode before receiving an ACD call.
» The Triad-S Digital System does not verify the supervisor’s ID codes, other than requiring 
that four digits are entered.
Supervisor Monitor with Barge-In
Description
This feature is available with optional software. The ACD Supervisor Monitor with Barge-In feature 
provides a means for an ACD Supervisor to monitor an agent’s call in progress and coach 
sales techniques or customer relations skills. When used, a supervisor may intrude into an 
agent’s call in a listen-only mode or in a true conference mode. Prior to barge-in, a supervisor 
must log into the agent’s group using the supervisor log-in code 576 + [XXXX], (where
XXXX = the ACD Group number). This feature is available with or without a warning tone.
Use Flash 50 programming when you want to modify a range of stations’ attributes using 
fixed station numbers.
Use Flash 51 programming to modify a single station’s attributes using a flexible station 
number.
ACD Supervisor Login LED only lights for ACD group assigned to that button.
The same flexible button can be used to toggle the Login/Logout feature.
Executive Override is a system feature and, therefore, takes precedence over this 
feature. If Supervisor Monitor with Barge-In is used properly, Executive Override 
MUST be disabled. Otherwise, the barge-in is performed with the MUTE button OFF.
A change in volume may occur on the CO line or intercom call after the barge-in 
occurs.
The use of Supervisor Monitor with Barge-In is limited by federal law and may also 
be limited or prohibited by state or local law, so check the relevant laws in your area 
before employing these features. 
						

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Chapter 4 - Call Distribution - ACD/UCD
Programming Steps
1. Press FLASH and dial [50] or dial [51]. Flexible button #24 (New Range) is lit and one of 
the following messages displays:
2. Enter the range of fixed station numbers (100-351) to be programmed. If only one station 
is being programmed, enter that number twice, e.g., [100 100].
-or-
Enter a valid flexible number (100-8999) to be programmed.
3. Press HOLD to save the entry. A confirmation tone sounds and the display updates. 
Flexible button #19 is lit. The display updates to reflect current programming for Page A:
4. Press the SUPV BARGE-IN flexible button (Button #12). The following message displays:
5. Enter a 0 or 1 on the dial pad to enable/disable this feature.
[0] = Disabled
[1] = Enabled
6. Press HOLD to save the entry. A confirmation tone sounds.
DEFAULT … Supervisor Monitor with Barge-In feature is disabled.
Flash 50 - Fixed Numbers Flash 51 - Flexible Numbers
STATION ATTRIBUTES
SELECT A STATION RANGEENTER STATION NUMBER
If HOLD is pressed without entering a station range, ALL stations are selected.
Flash 50 - Fixed Numbers Flash 51 - Flexible Numbers
XXX -  XXX  PAGE A
ENTER  BUTTON  NUMBERSXXX      PAGE A
ENTER  BUTTON  NUMBER
XXX-XXX = fixed station range XXX = 3- or 4-digit flexible number
ACD  SUPV  BARGE  IN 0-1
DISABLED 
						

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Chapter 4 - Call Distribution - ACD/UCD
Operation
The ACD supervisor can intrude on an agent’s call in the Listen Only mode as follows:
1. Dial the agent’s station number.
2. Upon hearing a busy tone, press the preprogrammed Barge-In flexible button.

The conversation in progress sounds by the Supervisor on the handset receiver and 
the Supervisor’s MUTE button LED is lit indicating that the Supervisor’s transmit is 
muted.

If the Supervisor wishes to participate in the conversation in a true conference mode, 
they can press the MUTE button which removes mute.
Conditions
» Supervisors are granted the Barge-In option if they log in at a station with the ACD 
Supervisor Barge-In enabled in station programming.
» Supervisors can only Barge-In on calls of ACD group(s) members into which they are 
logged.
» Only one station at a time can be programmed when using a flexible station number.
» When in Flash 51 programming, if you press HOLD without specifying a flexible number 
to be programmed, you will get the station that is in port/station 100.
Supervisor Station Assignment
Description
The ACD Supervisor Station assignment feature provides a means to assign each ACD group 
a supervisor. This Supervisor Station can receive the calls in queue display in real time, 
receives No Answer/Out of Service conditions, HELP displays from the groups to which the 
supervisor is assigned, and can barge-in on active calls in their ACD Group or groups.
A supervisor can be assigned in ADMIN to a group or groups to receive the help request and 
out of service (OOS) messages. If a supervisor station is assigned in ADMIN, it is considered 
logged in. A supervisor can dial a supervisor login code [576], followed by the ACD group that 
the supervisor is logging into and their 4-digit Agent ID number.
Programming Steps
To establish an ACD Supervisor 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 ACD SUPV flexible button (FLASH 60, Button #4).
5. Enter a valid flexible station number of the desired ACD Supervisor station.
The Executive Override Code 625 programs the Supervisor Monitor with 
Barge-In feature onto a flexible button.
AXXXX   SUPERVISOR  STA
#### 
						

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Chapter 4 - Call Distribution - ACD/UCD
6. Press HOLD to save the entry. A confirmation tone sounds and the display updates.
To delete an ACD Supervisor Station:
1. Press [#] three times.
2. Then press the HOLD button.
Transferred Recorded Announcement
Description
The Transferred Recorded Announcement (RAN) is for CO callers who are transferred to an 
ACD group. This forces callers transferred to an ACD Group to listen to the announcement 
prior to entering the queue or ringing an agent.
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 TRANSFERRED RAN flexible button (FLASH 60, Button #12). 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.
Wrapup Timer
Description
After completion of a ACD call (on-hook) the agent is not subjected to another ACD call for 
the duration of the Auto Wrapup Timer allowing the agent to finish call related work or 
access other facilities. This lets agents remove themselves from the group (e.g., DND, Call 
Forward) or originate another call. This timer feature is programmable for each ACD Group in 
the system.
The ACD Wrapup Timer setting is variable from 000-999 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 WRAPUP TIMER flexible button (FLASH 60, Button #6). The following message 
displays:
AXXXX   XFER RAN   1-8
#
ACDXXXX   WRAPUP  TIME 0-999
004 
						

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Chapter 4 - Call Distribution - ACD/UCD
5. Enter a valid number on the dial pad which corresponds to 0-999 seconds (0=disable).
6. Press HOLD to save the entry. A confirmation tone sounds and the display updates.
DEFAULT … ACD Wrapup Timer is set for four seconds.
Zap Tone
Description
The Zap Tone feature enables ACD agents in the headset mode, to have ACD calls connected 
to them automatically. The feature removes the requirement for the agent to press the
ON/OFF button to answer ACD calls.
ACD calls are connected when the agent is logged into any group and is available. A flexible 
button [566] must be programmed for this feature to operate.
Use Flash 50 programming when you want to modify a range of stations’ attributes using 
fixed station numbers.
Use Flash 51 programming to modify a single station’s attributes using a flexible station 
number.
Programming Steps
1. Press FLASH and dial [50] or dial [51]. Flexible button #24 (New Range) is lit and one of 
the following messages displays:
2. Enter the range of fixed station numbers (100-351) to be programmed. If only one station 
is being programmed, enter that number twice, e.g., [100 100].
-or-
Enter a valid flexible number (100-8999) to be programmed.
3. Press HOLD to save the entry. A confirmation tone sounds and the display updates. 
Flexible button #19 is lit. The display updates to reflect current programming for Page A:
Flash 50 - Fixed Numbers Flash 51 - Flexible Numbers
STATION ATTRIBUTES
SELECT A STATION RANGEENTER STATION NUMBER
If HOLD is pressed without entering a station range, ALL stations are selected.
Flash 50 - Fixed Numbers Flash 51 - Flexible Numbers
XXX -  XXX  PAGE A
ENTER  BUTTON  NUMBERSXXX      PAGE A
ENTER  BUTTON  NUMBER
XXX-XXX = fixed station range XXX = 3- or 4-digit flexible number 
						

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Chapter 4 - Call Distribution - ACD/UCD
4. Press the ZAP TONE flexible button (Button #16). The following message displays:
5. Enter a 0 or 1on the dial pad to enable/disable this feature.
[0] = Disable feature
[1] = Enable feature
6. Press HOLD to save the entry. A confirmation tone sounds.
DEFAULT … Zap Tone is disabled.
Conditions
» Only one station at a time can be programmed when using a flexible station number.
» When in Flash 51 programming, if you press HOLD without specifying a flexible number 
to be programmed, you will get the station that is in port/station 100.
Initialize ACD Group Parameters
Description
ACD Group Parameters may be initialized to set all data fields to their original, default values.
ACD  ZAP  TONE 0-1
DISABLED
Table 4-3: ACD Group Defaults
Program 
CodeFlexible
ButtonFeaturesDefault Value
(after initialization)
FLASH 60 ACD GROUPS 550-565
1Group Name None
2 Alternate Group None
3 Overflow Station None
4Supervisor None
5 CIQ Threshold Disabled
6Wrapup Timer 4 sec
7Primary Agents None
8 Secondary Agents None
9 Guaranteed RAN None
10 Primary RAN None
11 Secondary RAN None
12 Transferred RAN None
13 Overflow Timer 60 sec
14 Call Factor None 
						

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Chapter 4 - Call Distribution - ACD/UCD
Programming Steps
1. Press the ACD GROUP flexible button (FLASH 80, Button #11). The following message 
displays:
2. Press the HOLD button. A confirmation tone sounds.
Print ACD Group Parameters
Description
The Print ACD Group command dumps the entire database as a permanent record which can 
serve as a hardcopy of the database. The system baud rate must match that of the printer or 
receiving device.
Programming Steps
1. Press the ACD GROUP flexible button (FLASH 85, Button #12). The following message 
displays:
2. To print data for the ACD Hunt Group Parameters, press the HOLD button. The following 
message displays:
When the system finishes sending the requested information to the printer, a 
confirmation tone sounds.
FLASH 61 ACD TIMERS
1ACD* Ring Timer 60 sec
2 ACD* Message Interval Timer 60 sec
5 ACD* No-Answer Recall Timer 000=Disabled
6 ACD* No-Answer Retry Timer 300 sec
7 ACD* Guaranteed Message Timer 5 sec
FLASH 62 1-8 ACD* RAN Announcement Tables None
FLASH 63 1 Event Trace Disable/Enable No (Disabled)
2 Trace Port Assignment Port #1
-- Baud Rate Display 9600
* Features available with optional software
INITIALIZE   ACD   GROUP
PRESS   HOLD
PRINT  ACD  GROUP
PRESS  HOLD
PRINTING  ACD  GROUP
Table 4-3: ACD Group Defaults
Program 
CodeFlexible
ButtonFeaturesDefault Value
(after initialization) 
						

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Chapter 4 - Call Distribution - ACD/UCD
Uniform Call Distribution
Description
Eight Uniform Call Distribution (UCD) groups can be programmed, each containing up to 
eight 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 period of time.
UCD Calls In Queue Status Display
Description
The UCD Calls In Queue Status Display allows UCD agents to view information about the UCD 
group on their display. The display shows how many calls are in queue, how many agents are 
available, and the length of time the oldest call has been in queue.
Operation
There are two methods of viewing UCD group Call Queue Status.
1. In-service UCD agents and the assigned overflow station see the quantity of calls in 
queue on the LCD of their station for the UCD group of which they are a member. If every 
member of the UCD group is busy and calls are in queue, the Supervisor/Agent Queue 
Status display is seen at all UCD members of that group.
2. Any station not assigned in a UCD group can view the number of calls in queue for any 
given UCD Group. To view the number of calls in queue the station user either dials the 
UCD Calls In Queue Status Display code [567] or presses a flexible button 
preprogrammed with this code), then enters the UCD group desired. The LCD displays, on 
a real time basis, the number of calls in queue for that group.
Alternate UCD Group Assignments
Description
An Alternate UCD 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 UCD 
Groups together.
Programming Steps
To establish an Alternate UCD Group:
1. Press FLASH and dial [60].
2. Enter the UCD Group number (550-557) on the dial pad.
3. Press HOLD. A confirmation tone sounds and the display updates.
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 a UCD member is taken out of the group (e.g., DND, All Call Forward, Unavailable, 
etc.) they do not receive calls in queue information. 
						

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Chapter 4 - Call Distribution - ACD/UCD
4. Press the ALTERNATE GROUP flexible button (FLASH 60, Button #2).
5. Enter another UCD Group number  to designate the Alternate UCD Group.
6. Press HOLD to save the entry. A confirmation tone sounds and the display updates.
To delete an Alternate UCD Group:
1. Press [#].
2. Then press the HOLD button.
Incoming CO Direct Ringing
Description
CO Lines can be programmed to ring directly into a UCD group. When all agents are busy and 
RAN is enabled, the system answers the caller and presents the Primary Recorded 
Announcement automatically.
Message Interval Timer
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. The UCD Message 
Interval Timer setting is variable from 000 to 600 seconds.
Programming Steps
1. Press the MIT TIMER flexible button (FLASH 61, Button #2). The following message 
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 … UCD Message Interval Timer is set for 60 seconds.
AXXXX  ALTERNATE  GROUP
####
MESSAGE  INTERVAL 000-600
060
The UCD 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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Chapter 4 - Call Distribution - ACD/UCD
No-Answer Recall Timer
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 (OOS) state. The UCD 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 … UCD 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 “UCD Available/Unavailable” on 
page 4-44.)
No-Answer Retr y Timer
Description
When the No-Answer Recall timer expires, a station that failed to answer the ringing UCD call 
is placed into an out-of-service (OOS) state. The station that was taken out-of-service (OOS) is 
placed back in service if the agent hits their available flexible button or dials the available 
flexible code. The agent is also placed back in service if the No-Answer Retry timer expires. If 
the agent does not answer their next UCD call, they are again taken out-of-service. This cycle 
continues until the station answers calls, logs out, or goes unavailable. The 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.
DEFAULT … No-Answer Retry Timer is set for 300 seconds.
NO - ANS  RECALL 000-300
000
NO - ANSWER  RETRY 000-999
300