Vodavi Triad 1/2/3 System Programming Manual

6-12 ACD Grou p Prog ra mming
3. Press HOLD to save the entry. A confirmation  tone is  heard  and the 
display updates.
Des crip ti on
The  T ran sfe rr ed  RAN  Mes sag e i s  for  CO  cal le r s who  ar e t r ansf er re d t o a n 
ACD group. This forces callers transferred to an  ACD Group  to  listen  to 
the  a nnounc em ent  pr i or  to  ent er in g t he  queue  or  r ing ing  an a gent .
ACD  Ove r flow  Ti m er
Pro g ram mi ng  S te ps
1. Press the OVERFLOW TIMER flexible button ( FLASH 60, But...

ACD Group Prog ra mming 6 -13
Call Factor
Pro g ram mi ng  S te ps
1 . Pr es s t he  CA LL  FA CTO R fl ex ibl e  but ton (FLASH  60, Bu tton  #14). T he 
following message displays:
2. Enter a valid number (0-999 minutes) for the  desired call  factor  time. 
(0 disables this function.)
3. Press HOLD to save the entry. A confirmation  tone is  heard  and the 
display updates.
Des crip ti on
The  C all  F ac to r f eat ur e  is  use d e xc lus iv el y wi th  t he d igi t al  voi c e m ail  t o 
provide...

6-14AC D  Timers
ACD Timers
Pro g ram mi ng  S te ps
Pre ss FLASH an d di al  [6 1]. The following message displays:
Des crip ti on
Six tim ers f or AC D operation  are p rogramma ble on  a  system-wide  bas is . 
The ACD timers include: A Ring Timer, Message Interval Timer, an 
Ov er flo w Ti me r  (Fl ash  60 ,  Bu tt on # 13 ),  a N o/A ns wer  Reca ll  T ime r,  a
No/A nswe r Re t ry  Ti mer ,  and a  Guar ant e ed  Me ss age  Ti me r.  Ea ch  t ime r  is  
described in the  following section.
The...

AC D Tim ers6-15
Des crip ti on
The  ACD  Ring  Time r  determines  how  long  a ca ll rings  into  a b usy  AC D 
gro up be for e  bei ng p re se nte d t o t he  fi rs t  re cord ed  announce ment .  By 
def aul t,  th e A CD  Ri ng T ime r  is  se t  for  6 0  secon ds,  and  is  var i abl e  from  
00 0–300 seconds.
ACD Message Interval  Timer
Pro g ram mi ng  S te ps
1. Press the MIT TIMER flexible button ( FLA SH 61, Bu tton  #2). The  
following message displays:
2. Enter a valid number on the dial...

6-16AC D  Timers
ACD  No -A ns w er  R eca ll  Tim er
Pro g ram mi ng  S te ps
1 . Pr es s t he  NO -ANS WER  RE CALL  TI MER fl ex ibl e  but ton (FLASH 61, 
Bu tton  #5).  The  fo ll owing  mes sag e d is pla ys:
2. Enter a valid number which corresponds to 000-300  seconds.
3. Press HOLD to save the entry. A confirmation  tone is  heard  and the 
display updates.
Des crip ti on
If  a ca ll  r out ed to a s tat i on vi a AC D i s not answ er ed by t he  A CD
Ag ent / St at ion  bef ore  t he  No-A nsw...

AC D Tim ers6-17
Des crip ti on
When the  No-Answer Recall Timer  expires, a  station  that  failed to answer 
the  r in ging  A CD  c all  i s  pla c ed  int o a n out -of- se rvi c e  (OO S)  st at e.  The  
st at ion  tha t wa s t ake n out -of -se rv ic e  (OO S)  is  pl ac ed  bac k  in s er vi c e i f t he  
age nt  pr ess es  t he  avai l abl e  fle x bu tt on or  di al s  the  av ai lab le  fl ex  code.  
The agent is placed back in service if  the No-Answer Retry  Timer expires.
If  t he a gen t...

6-18 ACD Announcem ent Tables
ACD A nnounceme nt  Tables
Pro g ram mi ng  S te ps
If  Recorded Announcement (RAN)  dev ices a re installed to op erate w ith 
AC D, the se  t abl es  mus t be pr ogra mmed .
1. Press FLASH and  di al [62]. The  following message displays:
The top left button in the flexible  button  field is lit for programming 
AC D RAN Annou nce me nt Ta ble # 1.
2. To change  to an othe r AC D RAN Announ ce me nt Ta ble , p re ss 
FLASH 62 and a flexible button 2-8 for  Tables  2-8...

ACD Announce ment  Tables 6 -19
To  program  a table for a RAN  Hunt Group po rt:
1 . Pr es s t he  TABLE  X  fl exi bl e b utt on (1 -8 ).
2. Dial [3] for RAN H unt  Group.
3. Dial [458-461]  for  RAN Hunt Group  used.
4. Enter message duration  (000-300 seconds).
5. Press HOLD to save the entry. A confirmation  tone is  heard  and the 
display updates.
To  program  a table for Digital  Vo ice  Mail:
1 . Pr es s t he  TABLE  X  fl exi bl e b utt on (1 -8 ).
2. Dial [4] for the  Digital Voice Mail...

6-20 ACD Announcem ent Tables
The  t ype  can  be  ei th er  a  CO  li ne  por t,  an  SLT  por t , D igi t al  Voice  Mai l,  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.
Dig ital Voice M ail ca n be  us ed  as  a RAN  Annou ncer for ACD  Groups.  A 
men u is  pr ovi de d t o pl ay  the  a nnouncem ent , a s we l l a s col le ct  DT MF  
di git...

PC / ACD Int erface Tra ce 6 -21
PC / ACD Interface Trace
Pro g ram mi ng  S te ps
Pr es s F LASH and dia l [63]. The  fol lowi ng m es sage  di sp lays :
Des crip ti on
The PC/ACD Interface Trace feature is available with optional software. The  
PC/ACD Interface Trace feature provides  an event  trace output which is 
compatible with Discovery ACD  Repo rting  packa ge   T he b uttons  on the 
digital telephone are defined as shown when entering  the PC/ACD  Event 
Trace feature programming area:...