Vodavi Infinite Dvx Iii Hybrid Key Telephone System Installation Manual

							in..nitem DVX I’ICLID PROGRAMMINGDigital Key Telephone System
ICLID PROGRAMMING (Cont’d)
ICLID Ringing Assignment(s) 
(Co&d)
Programming StepsRing assignments will be continuous and will
be displayed in order of the destination numberfrom 001 to 557.
5.Repeat Step 3 to program additional sta-
tions and ringing assignments. A maxi-
mum of eight stations will display on the
LCD display. Additional stations and ring-ing assignments can be displayed using
Button # 17.
To advance to the next Route:1. Press the NEXT flexible button (Button
# 18) to advance to the next ICLID Route
number,To go to a previous Route:
1.Press the PREVIOUS flexible button (But-
ton # 19) to go to the previous ICLID Route
number.
To select a different Route:1. Press the SELECT ROUTE NUMBER to
select the desired route number.
2.Enter the three-digit ICLID route number.
- 000- 199 for DVX ‘I1 System.
3.Press the HOLD button to change to the
different route entered. Confirmation tone
will be heard.Description
740-4Issue 1, February 1994 
						

							infznitem DVX I’Digital Key Telephone System
ICLID PROGRAMMING
ICLID PROGRAMMING (Cont’d)
740.3ICLlD FEATURES
Programming Steps
If ICLID is to be used:
1.Press FLASH and dial [56]. The following
message is shown on the display phone:2. To program ICLID features, use the flex-
ible button(s) as defined in the following
procedures. The ICLID, NAME buttons
toggle on and off.
3.After all entries are made, press the HOLDbutton to accept the data.
A. Enable/Disable
Prograrmning Steps
1. Press the ICLID ENABLE flexible button
(Button # 1). This feature will toggle on andoff with each depression, and the display
will update with each depression.l LED ON = ICLID is enabled
l LED OFF = ICLID is disabled
2.Press the HOLD button to save the entry.
Confirmation tone is heard.
eB. Name in Display
Programming Steps1. Press the NAME flexible button (Button
#2) to determine whether the name will
appear in the LCD display instead of the
incoming telephone number. This feature
will toggle on and off with each depressionand the display will update with each de-
pression.l LED ON = Name will appear in display
l LED OFF = Telephone number will ap-
pear in display
2.Press the HOLD button to save the entry.
Confirmation tone is heard.DescriptionThisfeature is available with optional soft-
ware. The 
infinite Digital Key Telephone Sys-
tems can receive ICLID input on the standardRS-232C connector (future) on the Central
Processor Unit (CPU) or to the optional 
RS-232C Backplane Expander connector(s). When
ICLID is desired, the following system-wide pa-
rameters will determine how the ICLID 
inforrna-
tion will be distributed.
The buttons on the digital terminal are defined
as shown below when entering the ICLID Fea-
tures programming 
area:*Related Programming: Refer to Sec. 710.15,
Local Number/Name Translation Table.
DescriptionThe ICLID (Incoming Calling Line 
IDentifica-tion) feature has been added to the 
infinite
Digital Key Telephone Systems. However, thesefeatures are not available unless the Basic
ICLID Software package has been purchased
separately. In order for this feature to operate
properly, it must be activated from the central
office so that the numbers of the calling party
will be delivered over the individual tip and ringof the CO lines during the first silent interval
between ringing.Default: By default, ICLID is disabled.
DescriptionThe system can be set to display either the
incoming telephone number or the person’s
name on the LCD display.Default: By default, the system will show the
telephone number on the LCD display.Issue 
1, February 1994740-5 
						

							ICLID PROGRAMMINGin.nitem DVX ILIDigital Key Telephone System
ICLID 
PROGRAMMING (Cont’d)
ICLID Features (Cont’d)
Programming StepsC. Baud Rate Display
The ICLID Baud Rate is programmed usingFlash 15 Baud Rate Assignments. Button
#3 will return error tone when pressed. TheLCD displays the current baud rate based
on which Port number is assigned to the
ICLID Port number.Description
The 
infinite Digital Key Telephone Systems canreceive ICLID input on the standard RS-232C
“On-Board” connector (future) on the Central
processor Unit (CPU) or to the optional 
RS-232C Backplane Expander Module connec-
tar(s). The Baud Rate will be displayed as either300 baud, 1200 baud, 2400 baud, 4800 baud,
or 9600 baud.
Related Programming: Refer to Sec. 7 10.8,
Baud Rate Assignments.D. Port Assignment
Programming Steps
1.Press the PORT flexible button (Button #4)to determine which port is to be used for
ICLID information.2. Enter a one-digit number for the ICLID
Port number:
-[l] = Port # 1 (CPU “On-Board” RS-232C)
(Future use)
- [2] = Port #2 (“On-Board” 1200 Baud
Modem)
- [3] = Port #3 (Back Plane RS232C)
- [4] = Port #4 (Back Plane RS-232C)
The LCD displays the current baud rate based
on which Port number is assigned to the ICLID
Port number.
3.Press the HOLD button to accept the data.The display will now update.
DescriptionPort 
#l refers to the standard RS-232C “On-
Board” connector on the Central Processor Unit
(CPU). (Future use)Port 
#2 refers to the “On-Board” 1200 Baud
modem provided with the system.
Port #3 refers to the RS-232C connector on theBackplane I/O Expander Module.
Port #4 refers to the RS-232C connector on thesame Backplane I/O Expander Module.
Default: By default, Port 
#l is used for ICLID
operation.
740-6Issue 1, February 1994 
						

							I.-I.;- _SECTION 745
745.1
745.2
745.3
745.4
745.5
infGzitem DVX I’Digital Key Telephone System
TABLE OF CONTENTS FOR SECTION 745
AUTOMATIC CALL DISTRIBUTION (ACD)
...................................745-l
ACDGROUP PROGRAMMING...............................................................745- 1
A.Alternate ACD Group Assignment.............................................
.745-2
B.ACD Overflow Station Assignment..............................................745-2
C.ACD Recorded Announcement Assignment(s) (RAN)...................745-3
D.ACD Supervisor Programming....................................................745-4
E.ACD Station Assignment(s)........................................................745-5
ACD TIMERS........................................................................................745-6
A.ACD Ring Timer.........................................................................745-6
B.ACD Message Interval Timer......................................................745-7
C.ACD Overflow Timer...................................................................745-7
D.ACD Auto Wrap-Up Timer...................................i......................745-8
E.ACD No-Answer RecalI Timer.....................................................745-8
F.ACD No-Answer Retry Timer......................................................745-9
G.Guaranteed Message Timer........................................................745-g
ACD RAN ANNOUNCEMENT TABLES..................................................745- 10
PC/ACD INTERFACE TRACE..............................................................745-l 1
A.Event Trace Enable/Disable.....................................................745- 11
B.Trace Port Assignment.............................................................
745- 12
C.Baud Rate Display...................................................................
745- 12
ACD GROUP PROGRAMMING.............................................................745-13
A.AItemate ACD Group Assignment............................................745- 14
B.ACD 
Overflow Station Assignment............................................745- 14
C.ACD Recorded Announcement Assignment(s) (RAN).................745- 15
D.ACD Supervisor Programming..................................................
745- 16
E.ACD Station Assignment(s)......................................................
745- 17Issue 1, February 1994745-i 
						

							infxnitem DVK I’Digital Key Telephone System
AUTOMATIC CALL DISTRIBUTION (ACD)
SECTION 745
AUTOMATIC CALL DISTRIBUTION (ACD)
745.1ACD GROUP PROGRAMMING
Programming StepsIf the system is in the programming mode,
continue using the program codes. If starting toprogram here, enter the programming mode.
Refer to Sec. 700.2, Program Mode Entry (Key
Station).If ACD Groups are to be assigned:
1.Press FLASH and dial [60]. The following
message is shown on the display phone:
Where:
- 5XX = ACD Group Number (550-557)
- A = Page A Parameters
-AAA = Alternate ACD Group Assignment
- BBB = ACD Overflow Assignment
- CCC = ACD Announcement Tables
- DDD = ACD Supervisor Programming
2.The top’ left button in the flexible button
field will be lit for programming ACD group1 (550). To change ACD groups or enter
furtherACD groups (550 to 557), press theappropriate flexible button and perform
the following procedures.DescriptionThisfeature is available with optional soft-
ware. There can be 16 ACD groups of no more
than 16 stations each. The ACD groups use a
pilot hunting technique. If the pilot number is
dialed, the assigned stations in that ACD group
are searched for the station which has been in
an idle condition for the longest period of time.Each ACD Group may have an assigned Alter-
nate ACD Group, an Over&low station and up to
16 stations as ACD members. The eight system
RAN ports (tables) may also be referenced on aper ACD group basis.
The buttons on the digital terminal are definedas shown below when entering the ACD
Group(s) programming area:
r;“““,” El 1-;;“““:‘/ i;“““.’
m;*“““:1.;““:11:;‘““:‘/
il~~i~Default: By default, ACD Group Tables are
empty.Related Programming: Refer to Sec. 745.2,
ACD Timers for setting the ACD Ring Timer,
ACD Message Interval Timer, ACD Overflow
Timer, ACD No-Answer Recall Timer, ACD No-
Answer Retry Timer, and Guaranteed MessageTimer; Also refer to Sec. 745.3, ACD RAN
Announcement Tables for assigning RAN device
ports and message times.Issue 1, February 1994
745-l 
						

							AUTOMATIC CALL DISTRIBUTION (ACD)infinitem DVX I’Digital Key Telephone System
AUTOMATIC CALL DISTRIBUTION (Cont’d)
A.Alternate ACD Group Assignment
Programming Steps
To program an alternate group:
1.Press the ALTERNATE ACD GROUP flex-
ible button (Button 
#9).
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 dis-
play will now update.
B.ACD 
Overflow Station Assignment
Programming StepsTo program ACD Overflow station:
1. Press the OVERFLOW ASSIGN flexible
button (Button # 10).
2.Enter the three-digit station number (100
to 195) to designate the ACD Groups over-flow station.
3.Press the HOLD button to save the entry.Confirmation tone is heard and the dis-
play will now update.
DescriptionALTERNATE ACD GROUP. An alternate ACD
group can be programmed so that if no station
in one group is available, the alternate group
will be checked for an available station. This
provides a means to chain or link ACD groups
together.To delete an Alternate ACD Group, press the
pound key three times 
[###I and press the
HOLD button.
DescriptionACD OVERFLOW ASSIGN. When an overflow
station is assigned, callers that have remainedin queue for a specified amount of time will be
routed to the assigned 
overflow station. The
overflow station may not be one of the ACD
group stations. Only CO calls transferred to a
ACD group will overflow to the 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.745-2
Issue 1, February 1994 
						

							intnitem DVX I’Digital Key Telephone SystemAUTOMATIC CALL DISTRIBUTION (ACD)
AUTOMATIC CALL DISTRIBUTION (Cont’d)
C. ACD Recorded Announcement
Assignment(s) (RAN)
Programming Steps
To program a Recorded Announcement:
1.Press the ANNOUNCEMENTTBIS flexible
button (Button # 11).
2.Enter a three-digit sequence:
- 1st Digit = Guaranteed Message.
- 2nd Digit = RAN port specified for pri-
mary message.
- 3rd Digit =RAN port specified for secon-
dary message.3. Press the pound 
[#I key once as the 1st
digit if no Guaranteed Message is desired.Example:
l
an entry of #,2,3 = No Guaranteed Mes-sage will be heard. Port 2 will provide a
primary message and Port 3 will provide
a secondary message.l anentryof 
1,2,3=Port lwillprovidethe
Guaranteed Message upon initially an-swering the call, Port 2 will provide a
primary message and Port 3 will provide
a secondary message.l 
anentryof8,1,2=Port8willprovidethe
Guaranteed Message upon initially an-swering the call, Port 1 will provide a
primary message and Port 2 will provide
a secondary message.
4.Press the HOLD button to save the entry.Confirmation tone is heard and the dis-
play will now update.
To erase Recorded Announcement(s), press thepound key three times 
[###I and press HOLD.
Description
ACD ANNOUNCEMENT TABLES. Optional Re-corded Announcement device(s) may be con-
nected to the system to provide an
announcement if all 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 androuted to the Overflow assignment if a RAN
Table is assigned.
The Guaranteed Message announcement pro-vides a means to force 
mcoming callers to an
announcement before being placed into an ACD
Queue or routed to an agent. The outside callersare presented with a message before being
routed to the ACD Group. Agents in an ACD
Group with a Guaranteed Message enabled will
receive incoming callers only after the caller has
heard the designated recorded announcement
in its entirety, or after the incoming caller hasdialed up to 14 digits followed by a pound 
(#).
These digits will be inserted as ICLID incoming
number identification.If the Guaranteed Message announcement is
programmed in Admin, incoming ACD calls willbe routed to the Guaranteed Message RAN be-
fore going to the ACD Group.
Related Programming: Refer to Sec. 745.3,
ACD RAN Announcement Tables programming
for further information regarding each RAN Ta-ble. Also refer to Sec. 710.15, Local
Number/Name Translation Table.Issue 1, February 1994745-3 
						

							AUTOMATIC CALL DISTRIBUTION (ACD)infznite” DVX I’Digital Key Telephone System
AUTOMATIC CALL DISTRIBUTION (Cont’d)
D. ACD Supervisor Programming
Programming StepsTo program an ACD Supervisor:
1.Press the ACD SUPV flexible button (But-
ton # 12.2. Enter the three-digit station number of
the desired ACD Supervisor station.
3.Press the HOLD button to save the entry.Confirmation tone is heard and the dis-
play will now update.
DescriptionACD SUPERVISOR. The ACD Supervisor Sta-
tion assignment feature provides a means to
assign each ACD group a supervisor. This Su-
pervisor Station can receive the calls in queue
display in real time, receives No Answer/Out ofService conditions, “HELP” displays from the
groups that the supervisor is assigned to and
can barge-m on active calls in his ACD Group
or groups.
A supervisor can be assigned in ADMIN to a
group or groups to receive the help request andout of service 
(00s) messages. If a supervisor
station is assigned in 
ADM#N, it is considered
logged in. In addition, a supervisor can dial a
supervisor 
login code followed by the ACD
group that the supervisor is logging into and hisfour-digit ID number. For maximum compati-
bility with the 
injkite PC-ACD Reporting pack-
age, the supervisor assignment should be left
blank and the supervisor 
login-logout feature
used.
745-4Issue 1, February 1994 
						

							infinitem DVX I’Digital Key Telephone System
AUTOMATIC CALL DISTRIBUTION 
(ACD)AUTOMATIC CALL DISTRIBUTION (Cont’d)
E. ACD Station Assignment(s)
Programming StepsTo program stations into a ACD group:
1.Press the Page “B” flexible button (Button
# 19). The following message is shown on
the display phone.
Where:
- 5XX = ACD Group Number (550-557)
- B = Page “B” parameters
- ### = ACD Station assignments
2. The top left button in the flexible button
field will be lit for programming ACD group
1 (550).To change ACD groups or enter further
ACD groups (550 to 
557), press the appro-
priate flexible button and perform the fol-
lowing procedures.3. Enter the three-digit station numbers of
the stations in the ACD group in the orderin which they will be checked. The order
is only relevant for the first call. After that,the rule is oldest idle. A maximum of 16
stations may be entered. No station en-
tries are displayed at this time.
4.Press the HOLD button to save the entry.Confirmation tone is heard and the dis-
play will now update.
- If ACD Station assignments in the 2nd Group
of eight (Stations 9 thru 16) are to be viewed:
1.Press the DISPLAY STATIONS flexible but-ton (Page B, Button 
# 17). The 2nd group
of station assignments will be displayed.Ifno additional stations are assigned, be-
yond the 1st eight stations, the displaywillshow pound signs 
(#) instead of station
assignments. Press the Page 
‘W’ flexible
button (Button 
# 19) again to return and
view the 1st group of eight stations in the
same ACD group.
DescriptionACD STATION ASSIGNMENTS. Any type of
station (excluding DSS/DLS Consoles) may beentered as valid ACD stations. Calls will be
routed to station in the order they are enteredfor 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 thatstation is rung; no distribution will be done if
that station is busy.
The buttons on the digital terminal are defined
as shown below when 
en&n-ing the ACD Station
Assignments programming area:
i;““:i ri iI /;;““:I
i ACOGROUP t 1  AWGROUP 1 1  AWGROUP t 1  ACGGROUP i
To erase all stations, press the pound key threetimes 
[###I and press HOLD.
DISPLAY STATIONS. Any time a display of the
2nd group of ACD Station assignments (default
or changed) is needed, press the DISPLAY STA-TIONS button (Button # 17). It will display the
2nd group of station assignments, up to eight
stations at a time. Button # 19 will always show
the 1st eight stations programmed in the ACD
Group. Button # 17 will always display the 2nd
group of eight stations programmed in the sameACD Group.
Issue 1, February 1994
745-5 
						

							AUTOMATIC CALL DISTRIBUTION (ACD)in.niteTM DVX IIJDigital Key Telephone System
AUTOMATIC CALL DISTRIBUTION (Cont’d)
745.2ACD 
TIlvlERS
Programming Steps
If ACD timers are to be changed:a. Press FLASH and dial 
(6 1). The following
message is shown on the display phone:
A ACD Ring Timer
Programming Steps
To make a change to the ACD Ring Timer:1. Press the RING TIMER flexible button
(Button # 1). The following message is
shown on the display phone:
2. Enter the three-digit timer value on the
dial pad which corresponds to 000-300
seconds.
3.Press the HOLD button to save the entry.Confirmation tone is heard and the dis-
play will now update.
DescriptionSeven timers for ACD operation are program-
mable on a system-wide basis. The ACD timers
include: A Ring Timer, Message Interval Timer,an Overflow Timer, an Auto Wrap-Up Timer, a
No/Answer Recall Timer, a No/Answer Retry
Timer, and a Guaranteed Message Timer. Each
timer is described in the following section:Related Programming: Refer to Sec. 745.1,
ACD Group Programming; and ACD Recorded
Announcement Assignment(s); Also refer to
Sec. 500.3, System Components, Voice ControlBoard 
(VCB) for Backgrouryl Music/Music-On-Hold connections, and Installing Recorded
Announcement Device (RAN).
The buttons on the digital terminal are defined
as shown below when entering the ACD Timers
Description
ACD RING TIMER. The ACD Ring Timer deter-
mines how long a call will ring into a busy ACDgroup before being presented to the first re-
corded announcement.
Default: By default, the ACD Ring Timer is set
for 60 seconds, and is variable from 000 to 300
seconds.745-6
Issue 1, February 1994