Vodavi Infinite Dvx I, Dvx Ii Hybrid Key Telephone Systems Installation Manual

							STATION ATTRIBUTES PROGRMKMiNG 
Digital Data Interface Unit DDIU) [Cont’d) 
B. cbaracttr Length option 
J?rogrammir@ Steps 
1. Press the CHARACTER LENGTH flextble 
button lsutton #2). 
2. Enter a one-digit number for the character 
length of the digit string. 
- 8= 8 character kngtb 
- 9= 9 characterlengtb 
3. Press the HOLD button to save the entry. 
Confiiation tone is heard and the display 
will now update. Description 
CHARACTER =NGTFk Eght bit characters 
are typically used. without the need for parity. 
The important point is that the character length 
settings match those of the attached computer 
or terminal. If the computer is set up for 8-bit 
data characters with parity, set the printer the 
same way. Otherwise, the data may be garbled 
due to incompatible formats. 
Default: By default, 8-character length is se- 
lected. 
C, Stop Bit(s) Option 
Prow steps 
l.Press the STOP BD’S flexible button fBut- 
ton #3). 
2. Enter a one-digit number for the number 
of stop bits desired. 
- 1= 1 StopBit 
- 2= 2 Stop Bits Description 
STOP BIT@): The stop bit indicates that alI the 
data bits have been sent and the transmission 
of the character is complete. 
Dctiultz By default. 1 stop bit is selected. 
3.Press the HOLD button to save the entry. 
Con&nation tone is heard and the display 
will now update. 
Issue 1, January 1993 730-23  
						

							sgXf’ION ATi-RifBm PRGGRAMMIIW iqfinike DVX’ and DVX’ 
Dtgttal lgty T&phone Systems 
PAGE “B” STATION ATTRIBUTES [Cont’dI 
730.4 FLExfBLE PORT ASSIGNAUENT 
FEATURE 
Pl-ogm steps 
If the Station numbers need to be relocated to 
different ports: 
a. Press FLASH and dial [52). The following 
message is shown on the display phone: 
--::::-,,,.,.,,,j 
b.The buttons 
1 through 7 indfcate cards 1 
through 7. When the relocation 
program is 
initially entered, Button # 1 will be lit indi- 
cating that the user is programming the 
Station numbers on tie first card (Station 
Ports 1 through 8). The LCD will display 
the Station numbers presently assigned 
to 
the fmt eight ports. 
To change the 
Station number assigned to any 
port: 
a. Dial the position number on the display (01 
&rough OS), 
follawcd by the Station num- 
ber desired. For example: if 01105 were 
dialed. the station number of the first entry 
on the display would be changed to 105. In 
addition, since 105 was shown as the sixth 
entry on the display. that entry would be 
blank (###I. 
To select another card in the system: 
a. Press the button assocfated with that card. 
For example. ff Button #3 were 
pressed 
(Station ports 17 through 24). the station 
numbers assigned 
to the third catd would 
- be displayed. Station numbers on the third 
card are changed in the same manner by 
entering the position number (01 
through 
081, followed by the station number de- 
sired. Description 
The Flexible Port Assignment feature WLll pro- 
vide a means to assign Station numbers to any 
Station port in the system. This provides com- 
plete fiexibility in determining station numbers 
wftbin the system as long as they stay within 
the system numbcrfng plan. A Station can be 
assigned any number between 100 and 127 on 
the infinite DVX ’ system 
and any number be- 
tween 100 and 155 on tbe infintte DVX ’ sys- 
tern. This restriction is required to minimize 
memory requirements on th: smaller systems. 
The buttons on the key telephone are defined 
as shown below when entering the Flexible Port 
Assignment feature prm area: 
p%qy#gq~~ 
~pic@qh-;-;-l 
All Station numbers entered are 
stored in a 
temporary database area whtch is uploaded to 
the main database when the system is reset.  
						

							i@ite DVX’ and DVX” 
D&&al Key Telephone Systems AuTOM&TIC CALL DISTFUMJTION 
(ACD) 
SECTION 740 
AUTOMATIC CALL DISTRIBUTION (ACD) 
740.1 ACD GROUP ??ROGmG 
Pro@axnming steps 
If the system is in the programming mode, 
continue using the program codes. If starting to 
program here, enter the programming mode. 
Refer to Sec. 700.2, Program Mode Entxy (Key 
Station). 
lf ACD Groups are to be assigned: 
1. Press FLASH and dial [SO]. The fokwlng 
message is shown on the display phone: 
.~! 
WhfflT: 
- X= ACD Group Number [O-71 
- A= Page A Parameters 
- A&k Alternate ACD Group Assign- 
ment 
- Bl3B= ACD OverflowAssignment 
- CC= ACD Announcement Tables 
- DDD= ACD Supervisor F’rogramrnmg 
2.The top left button in the fl&ble button 
field wih be 
lit for programmk# ACD group 
0 (5501. 
To change ACD groups or er&r 
fu.rtherACD groups (550 to 557). press the 
appropriate flexible button and perform 
the following procedures. Descriptton 
This feature f.s 
ONLY available when the ACD 
Software Package is purchased separately. 
There can be eight ACD groups of no more than 
eight stations each. The ACD groups use a pilot 
hunting technique. Ifthe pilot numberis dialed, 
the assigned stations in that ACD group are 
searched for the station which has been fn an 
idle condition for the longest period of time. 
Each ACD Group may have an assigned Alter- 
nate ACD Group, an Overflow station and up to 
eight stations as ACD members. The two sys- 
tem RAN ports (tables) may also be referenced 
on a per ACD group basis. 
The buttons on the digital terminal are defined 
as shown below when entering the ACD 
Group(s) progmmming area: 
pzq~.~Lfzj 
~~pz&ggcr;-l 
Dcfanlt: By default,< ACD Group Tables are 
empiy. 
Related Rogrsmmiq: Refer to Sec. 740.2. 
ACD Timers for setting the ACD Ring Timer, 
ACD Message Interval Timer. ACD Overflow 
‘Inner. ACD No-Answer Recall Timer, and ACD 
No-Answer Retry ‘Dmer: Also refer to 
Sec. 
740.3. ACD RAN Announcement Tables for as- 
signing FUN device ports and message times. 
Issue 1, January 1993 740-l  
						

							AmOBdAmc CALL DISTRIBUTION (ACD) i#nite DVX’andDVXn 
Digital Key Telephone Systems 
AUTOM&I?C CALL. DISTRIBUTION [Cont’d) 
A Alternate ACD Group &siggament 
Prog-rq steps 
To program an alternate group: 
1. Press the ALTEXNA~ ACD GROUP flex- 
ible button putton #Q). 
2. Enter the three-digit pilot number (550 to 
557) of the desired alternate ACD group. 
3.Press the HOLD button to save the entry. 
Confirmation tone is heard and the display 
witl now update. Description 
ALTERNATE ACD GROUP. An alternate ACD 
group can be programrued so that if no station 
in one group is availabie. the alternate group 
will he checked for an available station. This 
provides a means to chain or link ACD groups togetbcr. 
To delete an Alternate ACD Group, press the 
pound key three times [###I and press the 
HOLD button. 
B. ACD Overflow Station Assignment 
Programmirq! steps 
To program ACD Overflow station: 
1. Rcss the OVERFLQWASSlGN fltzdblebut- 
ton IButton # 10). 
2. Enter the three-digit station nuznber (100 
to 155) to designate the 
ACD Groups over- 
flow station. 
3. Press the HOLD button to save the entry. 
Cor&rmation tone is heard and the display 
will now update. 
Description 
ACD OVERFLOW ASSIGN. When an overflow 
station is assigned, callers that have remained 
in queue for a specffied amount of time will be 
routed to the assigned overflow station. The 
overflow statfon may not be one of the ACD 
group stations. Only CO calls transferred to a 
ACD group will overflow to tie overflow station 
when RAN tables have not been assigned. 
To delete an Overflow Station, press the pound 
key three times [###I and press the HOLD but- 
ton. 
740-2 Jssue 1, Jmuary 1933  
						

							@#i&e DVX’~dDl%Xn 
Di@al Fky Telephone Systems AUTOMATXC CALL DISTRIBUTION (ACD) 
AUTOMATfc CALL DISTRIBUTION (Cmt’d) 
C. ACD Recorded Announcement 
Assig--tb) IRAN] 
Proprammirlg steps 
To program a Recorded Announcement: 
1. Press the ANNOUNCEMENT TEKS flexible 
button (Button # I 1. 
2. Enter one of the following digit sequences: 
- 1# = RAN port speciiied in Table I 
wiIl be used. 
- through 
- 8# = RAN port specified in Table 8 
will be used. 
Example: 
- 1.2=Port1wiIIanswert.hecall:port 
2 will provide a subsequent message. 
- 8.1 =Port8wiIIanswertheeaII:port 
1 will provide 
a subsequent message. 
3. Press the HOLD button to save the entry. 
Confirmation tone is heard and the display 
wiIl now update. 
D. ACD Supe~r Pro@am~~@ 
Pr- steps 
To program an ACD Supervisor: 
1. Press the ACD SUPV flexible button (But- 
ton # 12. 
2. 
Enter the three-dfgit station number of the 
* desired ACD Supervisor station. 
3. Press the HOLD 
button to save the entry. 
Confirmation tone is heard and the display 
will now update. Description 
ACD ANNOlJNCEMENT TABLES. An optional 
Recorded Announcement device(s) may be con- 
nected to the system to provide an an- 
nouncement if alI stations in a ACD group are 
busy. Up to eight ports in the system may be 
assigned to provide a path to Recorded An- 
nouncement devices. 
Incoming CO Callers will only be answered and 
routed to the Overflow assignment if a RAN 
Table is assigned. 
To erase Recorded Announcement(s). press the 
pound key two times [##)‘and press HOLD. 
Related m: Refer to Sec. 740.3. 
ACD RAN Announcement Tables programming 
for further information regarding each RAN Ta- 
ble. 
IkscrliptioIl 
ACD SUPERVISOR ‘l%e 
ACD Supervisor Sta- 
tion assignment feature provides a means to 
assign each ACD group a supervisor. This Su- 
pervisor Station can ‘ixxeive the calls in queue 
display in real time, receives No Answer/Out of 
Service conditions. ‘HELP” displays from the 
groups that the supervisor is assigned to and 
can barge-in on active caIls in his ACD Group 
or groups. 
A supervisor can be assigned in ADMIIU to a 
group or groups to receive the help request and 
out of service (00s) messages. If a supervisor 
station is assigned in ADMIN, 
it is considered 
logged in. In addition. a supervisor can dial a 
supervisor login code followed by the ACD 
group 
that the supervisor is low into and his 
four-digit ID number. For maximum compati- 
bility with the inj?szi& PC-ACD Reporting pack- 
age, the supervisor assignment should be left 
blank and the supervisor login-logout feature 
used. 
Issue 1. January 1QQ3 
740-s  
						

							Atomic CALL DISTRIBUTION (ACD) 
iqfinite? DVX’andDV2C” 
Digital Key Telephone Spetems 
Atomic CALL DISTRIBUTION [Cont’d) 
E. ACD Station l&d@Imcnt(e] 
Prog * g steps ’ 
To program stations into a ACD group: 
I.Press the Page “B” fl&ble button [Button 
# 191. The folIowing message is shown on 
the display phone. 
i EO5533 ### ### ### ### 
### ##I## #### ### 
Where: 
- X= ACD Group Number (l-8) 
- B= Page -B” parameters 
- ###= ACD Station assignments 
2.The top left button in the flexMe button 
field will be lit for progmmming ACD group 
0 (5501. To change ACD groups or enter 
further ACD groups (550 to 557). press the 
appropriate flexible button and perform 
the following procedures. 
3. Enter the three-digit station numbers of 
the stations in the ACD group in the order 
in which they will be checked, A maximum 
of eight stations may be entered, 
4.Press the HOLD button to save the entry. 
Confirmation tone is heard and the display 
will now update. Description 
ACD STATION ASSIGNBUENTS. Any type of 
station (exclucbng DSS/DLS Consoles) may be 
entered as valid ACD stations. Calls wiIl be 
routed to station in the order they are entered 
for the first round of calls only. After that the 
calls are routed to stations based on On-Hook 
time. The station with the longest On-Hook time 
will receive the next call. 
If a specific station number is dialed, only that 
station is rung; no distribution will be done if 
that station 
is busy. 
The buttons on the digital twminal are de&red 
as shown below when enter&g the ACD Station 
Assi#lments programming area: 
To erase all stations, press the pound key three 
times [###I and press HOLD. 
~~-J&----s$xJJ$~= 
toentmundadtmtAwgmupother.thun 
his own awigncd group. the dutubuae 
prrrgruming foi AW 8Mtian~~zuill be 
automaticully changed 
to rqflcct the 
dW”:gmrr~. 
7404 
Iaaue 1, January 1993 
.  
						

							imite DVX I and DVX u 
D@tal FSey Telephone Sy8tems AUTOMATXC CAU DISTRIBUTION [ACD) 
AUTOMATIC WL DXSTRIBUTION (Cont’d] 
740.2 ACD TIMERS 
Programming Steps Description 
I~ACD thmrs are to be changed: 
a. Press FLASH and dial [6l]. The folkwing 
message is shown on the display phone: Six timers for ACD operation are programmable 
on a system-wide basis. The ACD timers in- 
clude: 
A RingTimer, Message Interval Tier, an 
Overflow Timer, a Auto Wrap-Up Timer, a 
No/Answer Recall Tiier. and a No/bwer Re- 
tty Timer. Each timer is descrfbed helm 
R&ted Rognunming: Refer to Sec. 740.1, 
ACD Group Programukg; and ACD Recorded 
Announcement Assignment(s): Also refer to 
SlX. 500.1~ Installation, Backgrouny 
Music/Music-On-Hold Connecttons for DVX 
and DVX ’ systems, andJnsfxdling Recorded 
Announcement Device (RAN). 
The buttons on the digital terminal are defined 
as shown below when entering the ACD ‘Ikmrs 
programming area. 
k ACDRingThner 
Prof$Yamag steps 
To make a change to the ACD Ring Timer: 
1. Press the RINGTlMERflwcible button [But- 
ton # 1). The following message is shown on 
the display phone: 
IME awaw 
. 
II 
I 
2. Enter the three-digit timervalue on the dial 
pad which corresponds to 000-300 sec- 
onds. 
3.Press the HOLD button to save the entry. 
Confkmation tone is heard 
and the display 
will now update. Description 
ACD RING TIMER The ACD Ring Timer deter- 
mines how long a calI will ring into a busy ACD 
group before being presented to the first re- 
corded announcement 
13tfsult: By default, the ACD Ring Timer is set 
for SO seconds, and is variable from 000 to 300 
seconds. 
I68ue 1. Janutuy 1993 740-b  
						

							AUTOMATIC CALL DISTRIBUTION (ACD) iqjinite DVX’andDVX” 
Mgital Key Telephone Systems 
ACD TIMERS 
(Cont’d) 
B. ACD Mefaage Interval T+zr 
FrogI - gsteps 
To make a change to the ACD Message Interval 
Timer: 
1. Press the MIT TIMER flexible button (But- 
ton #2). The following message is shown on 
the display phone: 
2. Enter the three-digit timervahxe on the dial 
pad which corresponds to 000-600 sec- 
onds. 
3.Press the HOLD button to save the entry. 
Confirmation tone is heard and the display 
will now update. Description 
ACD MXT TIMER The ACD Message interval 
Timer (MllJ determines the length of time a 
caller remains in queue (‘listening to MOH, if 
provided) between recorded announcements. 
Dcfhk By default, the ACD Message Interval 
Timer is set for 60 seconds and is v&able from 
000 to 600 seconds. 
. 
C. AW tierflow Timer 
gramminfS steps 
Tomake a change to the ACD Ov&low Timer: 
1. Press the OVERFLOW lU4ER fl&bE but- 
ton [Button #3]. The followfng message is 
shown on the display phone: 
pij-Tiy 
2. Enter the three-digit value on the dial pad 
which corresponds to 000-600 seconds. 
3.FRss the HOLD button to save the en-. 
Confxmation tone is heard and the display 
will now update. Dfzscr@tion AW OVERFZOW TIMER The ACD overflow 
Tfmer determines the tot& kngth of time a 
caller will remain in queue for a particular AC0 
group. When the timer expires, the dier will 
be routed to the designated overflow station. 
The timer starts when an incomjng call is an- 
swered and presented to the first recorded an- 
nouncement. Transferred CO callers will 
overflow at the expiration of the Overflow Timer. 
Default: By default, the ACD Ove&wTlmer is 
set for 60 seconds and 
is variable fmm 000 to 
600 seconds. 
740-6 
Issue 1, January 1983  
						

							iqfidte DVX’andDVXn 
Dj@d Key Telephone System8 A~oI~~~A~I-IC CAu DISTRIBUTION (ACD) 
AUTOIktb%-l’IC CALL DISTRIBUTION (Cmt’d) 
ACD TIMERS (Cont’d) 
D. ACD 
Auto Wrap-Up Timer 
Progl ’ n Steps 
To make a change to the ACD Auto Wrap-up 
Timer: Description 
1. Press the AUTO-WRAP TIMER flexible but- 
ton (Button #4}. The follcMng message is 
shown on the display phone: 
ACD AUTO-WRAP TIME& After completion of 
a ACD call (on-hook) the agent will not be 
subjected 
to another ACD call for the duration 
of the Auto Wrap-Up timer allowing the agent 
to finish call related work or access other facile- 
ties. This will allow agents 
to remove them- 
selves from the group (i.e.. DND. Call Forwatd) 
or originate another call. 
Default: By default, the ACD Auto Wrap-up 
Timer is set for 04 seconds,and 
is variable from 
000 to 600 seconds. 
2. Enter the three-digit value on the dial pad 
which corresponds to 000-600 scads. 
3.F’ress 
the HOLD button to save the entry. 
Confirmation tone is heard and the display 
will now update. 
E. ACD No-Ar.wwcr Recall Timer 
Pro- steps 
TomakeachangetotbeACDNo-AnswerRecall 
Timer: 
l.Press the NO-ANSWER RECALL 
TIM33R 
flexible button Wutton #5). The following 
message is 
shown on the display phone: 
2. Enter the three-digit value on the dial pad 
which corresponds to 000-300 seconds. 
3. Press the HOLD button to save the entq. 
Confirmation tone is heard and the display 
will now update. Description 
ACD NO-ANSWER RECALL TIMER. lfacall 
routed to a station via ACD is not answered by 
the ACD Agent/Station before the No-Answer 
Recall timer expires, the call will be returned to 
ACD Queue with the highest priority. In addi- 
tion, the station that failed to answer the ring- 
ing ACD call will 
be placed into an out of service 
@OS) state. 
Defautt: By default, the ACD No-Answer Timer 
is at 000 (disabled) and is variable from 000 to 
300 seconds. 
Issue 1. January 1993 
7443-7  
						

							AlJTOMATIC CALL DISTRIBUTION (ACD) 
itlfnite DVX’andDvx” 
Digital 
3ey Telephone Systems 
AUTOB&WIC CALL DISTRIBUTION (Cant’d) 
ACD TIMERS @~nt*d] 
F. 
ACD No-Answer Retq Timer 
F?rogramdng Steps 
To make a change to the ACD No-Answer Retry 
Timer: 
l.PresstheNO-ANSWERREXRYTMERfiex- 
ible button mutton #61. The followmg mes- 
sage 
is shown on the display phone: 
2. Enter the three-digit value on the dial pad 
which corresponds to 000-999 
seconds. 
3. Press the HOLD button to save the enn-y. 
Confirmation 
tone is heard and the display 
will now update. Description 
ACD NO-ANSWER RETRY TIMER. When the 
No-Answer Recall timer expires. 
a station that 
faUed 
to answer the ringing ACD call is placed 
fnto an out-of-service (00s) state. The station 
that was taken out-of-service (00s) wilI be 
placed back in service if the agent hits his 
available flex button or dials the availatlle flex 
code. In addition, the agent wiIl be placed back 
in semice if the No-Answer Reby timer expires. 
If the agent does not answer his next ACD calI, 
he will again be taken out-of%ervice. This cycle 
will continue until the station answers calls, 
logs out, or goes unavailable. 
Defiaulk Ry default. the ACD No-Answer Retry 
Timer Is set for 300 seconds 
and is variable from 
000 to 999 seconds. 
740-8 Issue 1, Janaarg 1993