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 to n # 13). 
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 is  heard  and the 
display updates.
Des crip ti on
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 
exp iration  of the Ov erflow Timer.
By default, the ACD  Overflow  Timer is  set for  60 seconds and is variable 
fr om 0 00–6 0 0 se co nds.
ACD 5 X X    OV ER FLOW 0 00- 60 0
06 0 
						

							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  the average call  duration  to  the caller. This feature can  be 
activa ted f rom  administra tion or the  AC D s upervisor ca n use a  flexible 
button,  [580]+ 5X X (ACD  Group n umbe r)+ XXX  (Ca ll  F actor),  to  ente r the  
factor (average call dura tion).
The  fol l owing  for mula  i s us ed  to  c alc ul at e  th e a ver age  c a ll  dur at ion:
(Place in Queue)  (Call Factor)
  --- -- --- --- -- --- --- -- --- --- -- --- --- -- --- --- -- - 
Number of A gents Logged into Group
ACD5 XX   CA LL FAC TOR 0 -99 9
XXX 
						

							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 buttons  on the  digital telephone are defined  as  shown  when 
ent er i ng t he A CD Ti mer s prog ram ming  ar ea :
ACD  R in g  Ti me r
Pro g ram mi ng  S te ps
1 . Pr es s t he  R I NG T IM E R  fl exi bl e b utt on ( FLASH 61, But to n # 1). The  
following message displays:
2. Enter a valid number which corresponds to 000-300seconds.
3. Press HOLD to save the entry. A confirmation  tone is  heard  and the 
display updates.
ACD   TIME RS
EN TE R  B U TTON   N UM BE R
RING
TIM ERMI T
TIMER
=1Q=2W=3E=4R
NO- ANSW ER
RECALLNO -ANSW ER
RETRYGUAR ANTEED
MS G T I ME R
=5T=6Y=7U=8I
R I NG 0 00- 30 0
06 0 
						

							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 pad which corresponds to 
000-600 seconds.
3. Press HOLD to save the entry. A confirmation  tone is  heard  and the 
display updates.
Des crip ti on
The ACD Message Interval Timer  (MIT) determines  the length  of time a 
c al le r r em ain s i n que ue (l is te ni ng t o M OH,  if  prov ide d) b et wee n r ec or ded  
announcements. By  default,  the ACD Message Interval Timer is set for 
60 seconds and is variable from 000-600 seconds.
A RA N Ta ble  mu st be  s pe cifie d in A CD  p rogra mming . I f a RA N Ta ble  is  
NO T s pec ifie d, inco ming  C O ca lle rs  ar e not an swe re d but con tinu e to 
rec eiv e ri ngb ack .
MES SAG E I N TE RV AL 0 00- 60 0
06 0
Th e A C D  Ring  an d Message  I nte rval  ti mers o nly  app ly  whe n R AN  por ts 
are s pe cifie d. If R AN  po rts  are  not s pec ified , i ncomi ng cal ler s con tinu e 
to  rec eiv e  a  r ingb ack   tone . 
						

							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 er  R ec a ll  T ime r  exp ir es , t he  c all  i s 
returned to ACD Queue with  the highest priority. In addition, the station 
that  failed to answer  the ringing  ACD  call is placed  into an out-of-service 
(OO S)  st at e. By  def ault , t he  A CD N o-A nswe r T im er  is  at  00 0  (di sab le d) and  
is  va ri abl e  fro m 0 00–3 0 0 se con ds.
ACD  No -A ns w er  R et r y Ti m er
Pro g ram mi ng  S te ps
1 . Pr es s t he  NO -ANS WER  RE TRY T IME R fl exi bl e b utt on ( FLA SH 61, 
Bu tton  #6).  The  fo ll owing  mes sag e d is pla ys:
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 is  heard  and the 
display updates.
N O - AN S   R ECA LL 0 00- 30 0
00 0
N O  A N SWE R   R ETR Y 0 00- 99 9
30 0 
						

							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 d oes  not  ans wer  t hei r  ne xt  AC D c a ll , t he y ar e  ta ken  out -of-
se rvi ce.  T his  cycle  cont i nues  unt il  t he  st at ion  answ er s ca ll s,  logs  out , or  
goes  una vai la ble .
By default, the ACD  No-Answer Retry Timer  is set  for 300 seconds and is 
var ia bl e f rom  00 0–999 seconds.
Guaranteed Message  Timer
Pro g ram mi ng  S te ps
1. Pres s the  GUARANT EE D ME SSAGE  TIMER f le xib le  button  (FLASH 61, 
Bu tton  #7).  The  fo ll owing  mes sag e d is pla ys:
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 is  heard  and the 
display updates.
Des crip ti on
The  Gua ran te ed  Mess age  T ime r  det e rmi nes  how  long  a ca ll  r ing s be for e 
be ing  answe r ed  by Gu ara nte ed  Mes sage  RA N w hen  the  Gua ran te ed 
Mess age  RA N fe at ur e i s  adde d t o a n A CD  Gro up.
By de faul t , t he  Guar ant ee d Me ssa ge  Ti mer  i s  set  f or  5  second s a nd i s 
variable from  000-300 seconds.
G UAR AN T EED   MSG 0 00- 30 0
00 5 
						

							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  respectively.
To  program  a table for a CO line port:
1 . Pr es s t he  TABLE  X  fl exi bl e b utt on (1 -8 ).
2. Dial [1] for CO Port  Interface.
3. Dial [001-144] for CO Lines 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 an  SLT port:
1 . Pr es s t he  TABLE  X  fl exi bl e b utt on (1 -8 ).
2. Dial [2] for SLT  Port Interface.
3. Dial [100-171]  forTriad 1/2, or [100-351] for Tr iad 3 SLT  stations used.
4. Enter message duration  (000-300 seconds).
5. Press HOLD to save the entry. A confirmation  tone is  heard  and the 
display updates.
ANNOUNC EMENT  TABLE  1
TYPE  #    INDX  ###    TIME  ###
ANNO UNC EMEN T
TAB LE 1ANN OUN CEM ENT
TABLE 2ANNO UNC EMENT
TABLE 3ANNO UNC EMEN T
TAB LE 4
=1Q=2W=3E=4R
ANNO UNC EMEN T
TAB LE 5ANN OUN CEM ENT
TABLE 6ANNO UNC EMENT
TABLE 7ANNO UNC EMEN T
TAB LE 8
=5T=6Y=7U=8I 
						

							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 function.
3. Dial [44X ] (X= 0-7) for the  Voice  Mail Group.
4. Dial a three-digit menu number [000-999].
5. Dial [0-9].
0  =  No DT MF D et ect i on, N o Mes sag es  Playe d. (D ef ault )
1  =  DTMF  De te ct ion,  No Me ss age.
2  =  No DTMF, Place  In Queue Message.
3  =  DTMF  De te ct ion,  Place  I n Q ueue  Me ssa ge.
4 = No DTMF, H old Time Message.
5  =  DTMF  De te ct ion,  Hol d T ime  Me ssa ge.
6 = No  DT M F, B o t h Me ss age s.
7  =  DTMF  De te ct ion,  Bot h Mes sage s.
8 = Not used at this time.
9 = Not used at this time.
6. Press HOLD to save the entry. A confirmation  tone is  heard  and the 
display updates.
Cl ear i ng  E ntr ies
1. Press the [#] button.
2. Then press HOLD.
Des crip ti on
Determines the type, index (port) number and message length for the 
eight available Recorded Announcements  (RAN). There are  eight RAN 
Ta ble s  tha t  ca n be  pr ogr amme d.  Ta ble  1  can  be  t he a nswe r  por t  for 
unans wer ed  in com ing c al ls to an AC D gr oup. 
						

							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 s a nd r out e t he  cal le r  to  an a lt er nat e  des ti nat i on. I n a ddit i on, a  pl ace 
in  queu e a nd a n av er age  hol d t im e m ess age  can  be  pl aye d t o t he  call e r. 
The  ab il it y  to  det ect  D TMF,  pl ay a ve rag e ho ld  ti me,  and  pl ace  in  que ue 
are all programmable in this area.
When using  the Digital  Voice Mail  as  a RAN Announcer, the  following 
options  are  ava ilable:
Table 6-2: Voice Mail RAN Announcer O ptions
O ption Action
0 Do NOT take a menu act ion on any DTMF dialed by t he caller; DO NOT 
pl ay  Pl a ce in  Qu eue o r H old  Ti me messa g e. (Defa u lt)
1 Take menu ac tio n o nl y  on DTMF dialed by the call er; DO NOT play 
Pla ce in Qu eu e or Ho ld Time m essag e.
2 DO NOT  take  menu act io n o n any DTFM dialed by user; pl ay the Pl ac e 
in Queue message onl y.
3 Take menu ac tio n o n DTMF; play the Place in Queue message.
4 DO N OT  take  menu  act io n o n an y DTFM dialed by u ser; pl ay th e H old 
Time M essa g e on ly .
5 Ta k e men u a c tio n o n  DTMF; p la y  Ho ld  Time m essa ge.
6 DO NOT  take  menu act io n o n any DTFM dialed by user; pl ay the Pl ac e 
in  Queu e an d  Ho ld  Tim e messa ge.
(No Message Dur at ion for type [4] ent ries i s requir ed.)
7 Take menu ac tio n o n DTMF; play the Place in Qu eue and Ho ld Time 
message.
8 -9 No t u sed at  thi s tim e
DVM softwar e version must be 2.89 or gr eater to ha ve RAN  fu ncti onal ity. 
						

							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:
Enable  / Dis abl e
Pro g ram mi ng  S te ps
1. Press the DISABLE/ENABLE  flexible button ( FLASH 63, Butto n #1). 
The following  message displays:
2. Press the ENABLE/DISABLE  flexible button.
LED  O n =  YES  (En abl ed)
LED Off = NO (Disabled)
3. Press HOLD to save the entry. A confirmation  tone is  heard  and the 
display updates.
ACD  _ EV T  _ TR ACE   I/O  B AU D
NO 1 9600
ENABLE /
DI SA BL ETR ACE PO RT
ASSIGNMEN T
=1Q=2W=3E=4R
ACD  _ EV T  _ TR ACE   I/O  B AU D
Y ES 1 96 00