Starplus Triad Xts Digital Telephone Systems Station User Guide

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							Account Codes 1
ABOUT THIS USER GUIDE …
FLEXIBLE BUTTONS -- Most of the features described in this user 
guide may be set up on a flexible button for one-button access. 
(Refer to “Flexible Button Programming” on page 56.)
However, for certain features to operate properly, a 
flexible button MUST be preprogrammed. A “Flex Btn” 
symbol has been used to indicate those features.
FLEXIBLE NUMBERING -- This feature allows the system 
numbering plan to be modified, as well as the length of the 
feature access codes (2-4 digits). In this user guide, the 3-digit 
default codes have been used to describe the following XTS 
features. Consult with your System Administrator if you have 
questions regarding the numbering plan for your system.
Account Codes
Using Account Codes
When connected to an outside line call:
1. Press the preprogrammed ACCOUNT CODE button (627).
2. Dial account code up to 12 digits. ( The other party does not 
hear the digits being dialed).
†If account code is less than 12 digits, an [6] must be 
entered to return to the call.
†If account codes are forced, the account code must be 
entered prior to dialing the outside number.
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							2 Account Codes
Ve r i f i e d  A c c o u n t  C o d e s
Prior to placing an outside line call:
1. Press the preprogrammed ACCOUNT CODE button (627).
2. Dial account code up to 12-digits.
SINGLE LINE TELEPHONE
To enter an Account Code before a call:
1. Lift the handset.
2. Dial [627].
3. Dial the account code.
4. Dial [9] or CO Access code. Dial tone sounds.
5. Dial the desired number.
To enter an Account Code during a call:
1. Depress the hookswitch momentarily. Call is placed on 
executive hold while you enter your account code.
2. Dial [627].
3. Dial the account code.
If the account code contains fewer than 12 digits, dial [✳] 
to automatically return to the call.
If the account code contains fewer than 12 digits, dial [✳] 
to automatically return to the call.
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							Account Codes 3
Account Codes - Traveling COS ( Verified)
To use Verified Account Codes:
1. Press preprogrammed ACCOUNT CODE button (627) before 
accessing a CO line.
2. Dial account code up to 12-digits. If account code matches 
a verified account code, intercom dial tone is returned. 
Otherwise an error tone is presented.
3. Access outside CO line or dial LCR code and dial desired 
number.
SINGLE LINE TELEPHONE
To enter an Account Code before a call:
1. Lift handset.
2. Dial [627].
3. Dial account code.
4. Dial [9] or CO Access code. Dial tone sounds.
5. Dial desired number.
SMDR must be enabled for the Account Code 
feature to operate. Also, SMDR must be enabled for 
the account code to become part of the SMDR 
record.
If Account Code contains fewer than 12 digits, dial 
[
✳] to return to intercom dial tone.
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							4ACD / UCD
ACD / UCD
The Automatic Call Distribution (ACD) feature is available with 
optional software. When purchased, Uniform Call Distribution 
(UCD) is not used and is replaced by the ACD functions.
ACD Call Factor
The Call Factor feature is used exclusively with digital voice 
mail to provide average call duration to the caller. This feature 
can be activated from administration or the ACD supervisor can 
use a flexible button [580]+[550-565]+ [FFF] (FFF=Call Factor) 
to enter the factor (average call duration).
The following formula is used to calculate the average call 
duration:
(Place in Queue)  (Call Factor)
  ---------------------------------------------- 
Number of Agents Logged into Group
ACD Call Qualifier
While agent is on a call:
1. Press the preprogrammed CALL QUALIFIER flexible button, 
followed by the three-digit qualify code.
2. Enter a [
6] to complete the sequence. A short burst of 
confirmation tone sounds through the keyset speaker, if 
programmed.
ACD CIQ Display Button
To assign an ACD CALLS IN QUEUE DISPLAY flexible button, dial 
[579]+[XXX]. (XXX is the ACD group number 550-565.)
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							ACD / UCD 5
ACD Help
While on a call in progress, the Agent presses their 
preprogrammed HELP flexible button and the following 
occurs:
†Confirmation tone sounds. Agent’s HELP button 
illuminates if a supervisor is logged into their ACD 
group. If no supervisor is logged in, agent receives error 
tone and HELP button does not illuminate.
†ACD supervisor station receives Help message when an 
ACD member in the same group initiates a Help 
request. The function also sends Camp-On tone to 
speaker of supervisor’s keyset. Help message takes 
precedence over other messages and can be cleared by 
the supervisor by pressing their HELP button.
†At the time the supervisor receives a Help request, they 
can press their HELP flexible button followed by the 
override feature button to bridge onto the ACD group 
member’s call. The HELP button places an intercom call 
to the station requesting Help. Help message clears 
after the supervisors HELP button is pressed. Help 
message also clears if the agent was on a call and went 
back on-hook before the supervisor could respond. In 
this case, Help message converts to a message wait 
indication. The agent can also clear Help request by 
pressing their HELP button a second time.
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							6ACD / UCD
ACD Member Status
Any station (Supervisor or Agent) logged onto the ACD group 
views the group members display as follows:
1. Dial the ACD Group Member Status code [573] on the dial 
pad,
-or-
Press preprogrammed flexible button. Display shows ACD 
Group 5XX (XX=ACD group #).
The status of the ACD agents is displayed with a letter 
following the station number where the agent is logged in
.
(N) = Not Equipped
(D) = Do not Disturb
(O) = Out of service
(U) = Unavailable
(B) = Busy on a call
(A) = Available
NOTE -- If an Agent makes a call while out of service, their 
status is out of service, not busy.
2. Press [6] to scroll up to the next ACD Group. If more than 
eight members are in the ACD group, the next depression 
of the [
6] displays the additional members,
-or-
Press [#] to scroll down to the previous ACD Group. To 
return to an idle display, the Supervisor/Agent station goes 
to on-hook condition.
ACD5XX: 110A 111A 112A
113O 114U 115D 116B 117N 
						

							ACD / UCD 7
ACD Overflow Available/Unavailable
To place a station in Available Mode:
Dial [578] on the dial pad,
-or-
Press the preprogrammed AVAILABLE/UNAVAILABLE 
button. You may now receive ACD calls.
To place a station in Unavailable Mode:
Dial [578] on the dial pad,
-or-
Press the preprogrammed AVAILABLE/UNAVAILABLE 
button. You are now blocked from receiving ACD calls.
ACD Login/Logout
To log into an ACD Primary Group:
Dial LOGIN CODE [572] on the dial pad, followed by the 
desired ACD group number (5XX),
-or-
Press a preprogrammed LOGIN flexible button.
The Agent enters their unique AGENT ID code (0000-9999). 
The LOGIN flexible button LED is lit steady. A confirmation 
tone sounds and the agent is logged onto the ACD group.
†The ON/OFF LED extinguishes if the agent started the 
sequence in the handsfree mode.
†The ACD Agent Login LED only lights for the ACD group 
that is assigned to that button.
To log out of an ACD Primary Group:
Dial LOGOUT CODE [571] on the dial pad,
-or-
Press a preprogrammed LOGOUT flexible button. The LOGIN 
flexible button LED extinguishes. 
						

							8ACD / UCD
To log into an ACD Secondary Group:
Dial LOGIN CODE [582] on the dial pad, followed by the 
desired ACD group number (5XX),
-or-
Press a preprogrammed LOGIN flexible button.
The Agent enters their unique AGENT ID code (0000-9999). 
The LOGIN flexible button LED is lit steady. A confirmation 
tone sounds and the agent is logged onto the ACD group.
†The ON/OFF LED extinguishes if the agent started the 
sequence in the handsfree mode.
†The ACD Agent Login LED only lights for the ACD group 
that is assigned to that button.
To log out of an ACD Secondary Group:
Dial LOGOUT CODE [581] on the dial pad,
-or-
Press a preprogrammed LOGOUT flexible button. The LOGIN 
flexible button LED extinguishes.
ACD Supervisor Display
To view the ACD Supervisor Display:
Dial the ACD Supervisor Display code [577] on the dial pad, 
followed by the ACD group (5XX) you want to observe,
-or-
Press the preprogrammed flexible button. 
						

							ACD / UCD 9
The ACD Supervisor Display shows the following 
information:
5XX = ACD Group (550-565)
CIQ: XX = Calls in queue
AGENT(S): XX = Agents logged in
OC: hh:mm:ss = Oldest call in hours, minutes and seconds
To change the display to a different group:
Dial the ACD Supervisor Display code [577] on the dial pad, 
followed by the ACD group you want to observe,
-or-
Press the preprogrammed
 flexible button.
ACD Supervisor Login/Logout
†To log in, dial LOGIN CODE [576] on the dial pad, 
followed by the desired ACD group number (5XX),
-or-
Press a preprogrammed
 LOGIN flexible button. (Flexible 
button must have [576]+[5XX] 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.
5XX: CIQ: XX AGENTS: XX
OC: HH:MM:SS