Starplus Triad Xts Digital Key Telephone System System Programming And Operation Manual

							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. 
						

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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 
						

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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 
						

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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 XTS 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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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