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 Group stations. Only CO calls transferred to a UCD Group, overflow to the Overflow 
Station when RAN Tables are assigned.
Programming Steps
To assign an UCD Overflow Station:
1. Press FLASH and dial [60].
2. Enter the fixed or flexible group number (550-557) on the dial pad.
3. Press HOLD.
4. Press the OVERFLOW STATION flexible button (FLASH 60, Button #3).
5. Enter a valid flexible station number to designate the UCD Group’s Overflow Station.
6. Press HOLD to save the entry. A confirmation tone sounds and the display updates.
To delete an UCD Overflow Station:
1. Press [#] three times.
2. Then press the HOLD button.
AXXXX   OVERFLOW  STATION
#### 
						

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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 forward to Voice Mail Groups, Hunt Groups and 
stations. If the UCD Overflow station is busy or does not answer before the no-answer call 
timer expires, the UCD call forwards to the programmed destination (e.g.,Voice Mail).
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 Forward is disabled.
Operation
To activate Call Forwarding:
1. Lift the handset or press ON/OFF button.
2. Press the FWD button or dial [640] (or a flexible number substituted for 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). Confirmation tone sounds.
5. Replace handset or press ON/OFF button.
To remove Call Forwarding:
1. Lift handset or press ON/OFF button.
2. Press the FWD button. A confirmation tone sounds and the FWD LED extinguishes.
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 or transferred into the group.
OVERFLOW  STA  FWD 0-1
DISABLED 
						

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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 seconds.
Programming Steps
1. Press the OVERFLOW TIMER flexible button (FLASH 61, Button #3). 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 Overflow Timer is set for 60 seconds.
Primary Agent Assignments
Description
The Primary Agent Assignment feature allows the stations serving as primary agents to be 
entered into the UCD group. Up to 8 UCD Agents can be entered into a Group.
Programming Steps
1. Press FLASH and dial [60].
2. Enter the fixed or flexible group number (550-557) on the dial pad.
3. Press HOLD.
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 UCD group, use the dial pad as follows:

Enter XXXX 1 (XXXX = flexible station number).

Press the HOLD button.
6. To delete a primary agent from the UCD 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 UCD group, press button #7. (Each depression toggles 
through seven agents at a time.)
OVERFLOW 000-600
060
AXXXX   PRIMARY  AGENTS
END 
						

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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 
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, if all stations in a UCD group are busy. The eight messages are available to all eight 
UCD groups in different configurations. A RAN table can be the answer port for unanswered 
incoming calls to a UCD group, while another table can provide the secondary message. Each 
RAN device can provide an announcement to one caller at a time. Subsequent callers are 
queued onto the message on a first-in basis.
The Digital Voice Mail (DVM) can be used as a RAN device for UCD groups.
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. 
Table 1 can be the answer port for unanswered incoming calls to a UCD group.
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 UCD 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
# 
						

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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, press FLASH 62 and a flexible 
button 2-8 for Tables 2-8 respectively.
Table 4-4: 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.
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 
						

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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 SLT Port Interface.
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.
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. 
						

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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 entry. A confirmation tone sounds and the display updates.
DEFAULT … UCD Ring Timer is set for 60 seconds.
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 message. This 
announcement plays after the Message Interval Timer setting expires.
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 SECONDARY RAN flexible button (FLASH 60, Button #11).
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.
A RAN Table must be specified in UCD 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  RAN 1-8
# 
						

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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 identified in the flash rate table. This enables the programmer to 
customize the key system configuration to desired flash rates.
Programming Steps
1. Press the UCD UNAVL – DSS/BLF flexible button (FLASH 07, Button #8).
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 … UCD Available/Unavailable DSS/BLF flash rate is set for a Red 60 ipm
Double Wink Off (04).
Operation
To make a station available:
Dial [566] on the dial pad,
-or-
Press the preprogrammed Available/Unavailable button. You may now receive UCD calls.
To make a station unavailable:
Dial [566]on the dial pad,
-or-
Press the preprogrammed Available/Unavailable button. You are now blocked from 
receiving UCD calls.
Conditions
» If key is programmed, it will flash at 60 ipm double wink.
UCD  UNAVL  DSS / BLF 00-28
RED  60  IPM  DBL  WINK  OFF 
						

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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 into the group, and the time (in minutes) that 
the oldest call has been in queue.

The agent automatically receives the calls in queue display whenever there is a call in 
queue.
2. Hang up the handset or press ON/OFF button to terminate display.
Wrap-up Timer
Description
After completion of a UCD call (on-hook) the agent is not subjected to another UCD call for 
the duration of the Wrap-up Timer (regardless of the number of calls in queue), allowing the 
agent to finish call related work or to access other facilities. This allows agents to remove 
themselves from the group (i.e., DND, Unavailable, Call Forward) or originate another call. The 
Wrap-up Timer is programmed as part of the UCD database (system-wide). The Wrap-up 
Timer setting is variable from 000 to 999 seconds.
Programming Steps
1. Press the WRAP-UP TIMER flexible button (FLASH 61, Button #4). 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 … Wrap-up Timer is set for 4 seconds.
This feature cannot be used with a call in progress. The station is considered busy 
for incoming calls during this operation.
AXXXX   WRAP-UP   TIME 000-999
004 
						

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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 Assignment None
3 UCD Overflow Station Assignment None
7 UCD Primary Agent Assignment None
10-11 Recorded UCD Announcement 
Assignment(s)None
FLASH 61 UCD TIMERS
1UCD Ring Timer 60 sec
2UCD Message Interval Timer 60 sec
3UCD Overflow Timer 60 sec
4 UCD Auto Wrap-up Timer 004 sec
5 UCD No-Answer Recall Timer 000=Disabled
6 UCD No-Answer Retry Timer 300 sec
FLASH 62 1-8 UCD Announcement Tables (RAN) None
INITIALIZE   UCD   GROUP
PRESS   HOLD