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Automatic Call Distribution 4-13
Chapter 4 - Call Distribution - ACD/UCD
Calls in Queue Threshold
Description
The ACD calls in queue (CIQ) threshold feature determines how many calls appear in queue
before the LED flashes at 240 ipm flutter. When the number of calls in queue falls below the
CIQ threshold, the LED extinguishes.
Programming Steps
1. Press FLASH and dial [60].
2. Enter the group number (550-565) on the dial pad.
3. Press HOLD. A confirmation tone sounds and the display updates.
4. Press the CIQ THRESHOLD flexible button (FLASH 60, Button #5). The following message
displays:
5. Enter a valid value on the dial pad that corresponds to 00–99 calls.
6. Press HOLD to save the entry. A confirmation tone sounds and the display updates.
DEFAULT … CIQ Threshold is disabled.
Conditions
»
Any ACD station must have a button assigned to view the calls in queue of any ACD
group.
»
The CIQ flexible button (579+5XX) must be assigned on the telephone(s).
Group Name
Description
A Group Name can be assigned to each of the 16 ACD groups to provide each with a unique
identification. A Group Name only appears during a ringing ACD call. A Group Name is not
presentedonanidledisplay.
Programming Steps
1. Press FLASH and dial [60].
2. Enter the group number (550-565) on the dial pad.
3. Press HOLD. A confirmation tone sounds and the display updates.
4. Press the GROUP NAME flexible button (FLASH 60, Button #1). The following message
displays:
ACD5XX CIQ THRSHOLD 00-99
00
ACD5XX NAME
ACD5XX
- Technical Manual 1
- STARPLUS 3
- STARPLUS, Triad 4
- Contents 5
- Contents iii 7
- Contents v 9
- Contents vii 11
- Contents ix 13
- 4 Call Distribution - ACD/UCD 14
- Contents xi 15
- AICLID/CallerID 16
- B Least Cost Routing 16
- CNetworkingSystems 17
- Figures xv 19
- Ta b l e s xvii 21
- Ta b l e s xviii 22
- Introduction 23
- General Description 24
- System Features 25
- Digital Keyset Telephones 26
- General Description 1-5 27
- Digital Keyset/Button Diagram 28
- Chapter 1 - Introduction 29
- » » » » » » » NOTES 30
- » » » » » » » 30
- Features and Operation 31
- About This Manual 32
- Feature / Operation 33
- 911 Feature 34
- Enhanced 911 Integration 35
- Account Code 37
- Print Verified Account Codes 42
- Answering Machine Emulation 43
- Automatic Privacy 45
- Background Music 45
- Battery Back-Up (Memory) 46
- Baud Rate Assignments 46
- Cabinet/Card Programming 48
- Call Back 50
- Automatic Call Back Timer 51
- Auto Callback - DSS / BLF 51
- Call Coverage 52
- Call Coverage Ring Timer 54
- Call Forward 55
- Call Forward - Follow Me 59
- Call Forward No Answer Timer 62
- Call Forward - Preset 63
- Preset Call Forward - Station 64
- Call Forward - Preset 2-35 65
- Preset Call Forward - CO Line 66
- Preset Forward Voice Mail ID 67
- Calling Forward Override 69
- Call Park 70
- Call Park Recall Timer 71
- Call Park - Personal 72
- Call Pickup 74
- Directed Call Pickup 75
- Call Transfer 76
- Ringback on Transfer 78
- Unanswered CO Call Transfer 78
- Calling Station Tone Mode 79
- Camp On Button Flash Rate 80
- Centrex/PBX 81
- Off-Hook Preference 82
- PrivateLineAppearance 82
- Centrex/PBX Flash 83
- Centrex/PBX Flash Timer 83
- Centrex / PBX Transfer 84
- PBX Dialing Codes 85
- Class Of Service 86
- Class of Service - CO Line 87
- Station Day Class of Service 88
- CO Flexible Port Assignment 90
- CO Line - Access 92
- CO Line Attributes 93
- PrintCOLineAttributes 95
- CO Line DTMF Sending 96
- DTMF On/Off Time Operation 97
- CO Line Group 98
- CO Line Group Programming 99
- CO Line - Identification 100
- Programming Steps 101
- CO Line Ringing Assignments 102
- Display Ring Assignments 104
- Release Timer 105
- Reseize Timer 106
- Guard Timer 107
- Seize Timer 107
- Transmit Volume 108
- CO Line Loop and Pool Buttons 109
- Operation 110
- Description 110
- CO Line - Loop Supervision 111
- CO Line - Queue 112
- Conditions 113
- CO Line - Ringing Options 114
- Transfer CO Ringing 115
- Recall CO Ringing 115
- Queued CO Ringing Flash Rate 116
- Reminder Ring Timer 116
- CO Direction 117
- CO Port Parameters 118
- CO Ring Detect Timer 120
- Conference 120
- Conference Enable/Disable 121
- Conference / DISA Timer 122
- Conference Combinations 122
- SINGLE LINE TELEPHONE 123
- Database Administration 125
- Administration Password 126
- Database Printout (Dump) 127
- Dial Pulse Sending 128
- Direct Inward Dialing 129
- 2-100 Direct Inward Dialing 130
- DID Phone Number 132
- Name Assigned to DID Number 133
- Erasing a DID Table Entry 133
- DID/ICLID Ringing Assignments 134
- DID Digits 136
- DID Incoming Signaling 137
- DID/TIE Signaling 137
- DID Collect Timer 138
- Initialize DID-TIE Parameters 139
- Print DID-TIE Parameters 140
- DISA Access Code 141
- DISA Programming 141
- DISA Call Forwarding 142
- DISA CO-to-CO 143
- Direct Transfer Mode 145
- Directory Dial 145
- Dial-By-Name 152
- Distinctive Ringing 153
- Do Not Disturb 156
- One-Time Do Not Disturb 158
- Executive Override 159
- Barge-In Warn Tone 163
- Executive / Secretary Pairs 164
- External Day Ring 165
- External Night Ring 165
- Fixed Station/Port Number 166
- Flash Rates (Programmable) 166
- Flexible Button Assignment 167
- Flexible Button 168
- LLL = CO Line Number 169
- Display Flexible Buttons 171
- Flexible Numbering 172
- Group Listening 174
- Headset Mode 175
- Hold - Exclusive 176
- Exclusive Hold Recall Timer 177
- Hold - Preference 178
- Hold - System 178
- Hot Keypad 179
- Hot Line / Ring Down 179
- Hunt Groups 180
- PrintHuntGroupParameters 182
- Idle Speaker Mode 183
- Intercom 183
- Intercom Signaling Select 187
- Intercom Transfer 187
- Inter-Digit Time-Out 188
- ISDN Programming - Page A 193
- NT / TE Mode 195
- Directory Number - PRI 196
- Max Out I-Frames 196
- Leading 1 197
- Leading 011 197
- 7/8 Digit Number Plan 198
- Calling Number 198
- 10-Digit Number Plan 199
- Loopback 199
- ISDN Programming - Page B 200
- Maximum Number Retransmission 202
- Maximum Octets 202
- Maximum TEI Request 203
- Maximum XID Retransmission 203
- Minimum TEI ID Check Message 204
- Minimum TEI ID Request 204
- Message Exchange Timer 204
- Minimum XID Retransmission 205
- Inter-Digit T / O 205
- Set-Up Timer 206
- Disconnect Timer 206
- Release Request 207
- Link Disconnect 207
- Call Proceeding 207
- Connect Request 208
- Restart Request Timer 208
- Print ISDN/VoIP Parameters 211
- Keyset Mode 212
- Last Number Redial 214
- 2-186 LCD 216
- LCD 2-187 217
- 2-188 LCD 218
- LCD 2-189 219
- 2-190 LCD 220
- LCD 2-191 221
- LeastCostRouting 222
- Message Wait 223
- Message Waiting Reminder Tone 224
- Music-On-Hold 224
- Music-On-Hold (per CO Line) 226
- Mute Key 227
- Name In Display 228
- Name / Number Display At Idle 229
- Networking Tables 231
- Night Service 232
- Day of Week Programming 233
- External Night Ringing 233
- Off-Hook Signaling 234
- Off-Hook Voice Over 235
- Outside Calls 238
- Paging Access 240
- Paging - Meet Me 241
- Paging Time-Out Timer 241
- Page Warning Tone 242
- Paging Zone(s) 242
- Pause Timer 243
- Personal Messages 244
- Date and Time Entry Messages 246
- Scrollable Canned Messages 247
- Preferred Line Answer 249
- Privacy Release 250
- Privacy Release 2-221 251
- Per Station Option 252
- Private Line 253
- Answering a Recall 254
- Transfer Recall Timer 254
- Repeat Redial 255
- Relay Programming 256
- Remote Administration 257
- Database Upload/Download 258
- Maintenance 258
- Save Number Redial (SNR) 262
- Serial Number (MPB) 262
- Single Line Telephone 263
- SLT Hook Flash Bounce Timer 264
- Software Identification (MPB) 265
- Software Version (MPB) 265
- Speakerphone 266
- Speakerphone Operation 267
- Speed Dial 268
- System Speed Dial Access 269
- System Speed Bin Access 270
- Speed Bins/Chaining 271
- Print System Speed Numbers 272
- Station Attributes 273
- Print Station Attributes 275
- Station Identification 276
- Station ID Lock 277
- Figure 2-19: SMDR Printout 279
- SMDR Enable / Disable 280
- Long Distance / All Calls 281
- Character Print Assignment 281
- Baud Rate Display 281
- SMDR Port Assignments 282
- SMDR Call Qualification Timer 282
- Station Relocation 283
- System Parameters 284
- Print System Parameters 288
- System Parameters 2-259 289
- System Reset 290
- T- 1 T r u n k i n g 290
- T-1 Signaling Type 291
- T-1RingbackOption 292
- T-1 Dial Tone Option 293
- Wink Timer 293
- T-1 Collect Timer 294
- T-1 Incoming Signaling 295
- T- 1 Fr a m i n g Ty p e 295
- T-1/ISDN Alarm Programming 296
- Blue Alarm 297
- Yellow Alarm 298
- Red Alarm 299
- Bipolar Variations Alarm 299
- Frame Slip Alarm 300
- Data Errors Alarm 300
- Clear Alarm 301
- Minor Alarm 301
- Major Alarm 302
- Time Period 302
- Toll R e s t r i c t i o n 305
- Entering Toll Table 308
- Allow Table 309
- Deny Table 311
- Special Table 312
- Display Toll Table Entries 313
- Initialize Exception Tables 314
- Print Exception Tables 315
- Uniform Call Distribution 317
- Universal Day/Night Answer 317
- Universal Day Answer (UDA) 318
- Universal Night Answer (UNA) 319
- Voice Mail 320
- Alternate Voice Mail Group 321
- Leave Mail Index Entry 322
- Retrieve Mail Index Entry 322
- Station Assignments 323
- VMID Station Numbers 323
- VM Transfer with ID Digits 324
- VM Tone Mode Calling Option 325
- Voice Mail ID Translation 325
- Message Waiting Indication 326
- Voice Mailbox Button 327
- Voice Mail Group Button 328
- Voice Mail In-Band Features 330
- Voice Mail In-Band Digits 331
- Voice Mail Transfer / Forward 331
- Voice Mail Broker 332
- Voice Mail ID Digit Length 332
- Remote Voice Mail Programming 333
- Voice Mail Modem Access 333
- Voice Mail Outpulsing Table 336
- Voice Mail Disconnect Table 338
- Volume Control 339
- Attendant Features and 341
- Attendant Features - Index 344
- 911 Attendant Alert 345
- Attendant Custom Message 346
- Attendant Day/Night/Special 348
- ✳] to scroll up (next entry) 349
- Attendant Override 352
- Attendant Station Assignment 354
- Attendant Unavailable 355
- DSS/BLF Console with Map 356
- DSS/BLF Console with Map 3-17 357
- 3-18 DSS/BLF Console with Map 358
- DSS/BLF Console with Map 3-19 359
- 3-20 DSS/BLF Console with Map 360
- Transfer Search 361
- Display Timer 362
- ICLID Call Management Tables 363
- Release Button 365
- Speed Dial - System Storing 366
- Call Distribution - ACD/UCD 367
- Automatic Call Distribution 369
- ACD/UCD Available/Unavailable 372
- ACD Call Factor 373
- ACD Call Qualifier 373
- ACD Member Status 374
- Agent Login/Logout 376
- Call Qualifier Tone 378
- Calls in Queue Threshold 379
- Group Name 379
- Guaranteed Message Timer 381
- Incoming CO Direct Ringing 381
- Message Interval Timer 381
- No-Answer Recall Timer 382
- No-Answer Retry Timer 382
- Overflow Station Forwarding 383
- Overflow Timer 384
- PC/ACD Baud Rate Display 385
- PC/ACD Interface Trace 385
- PC/ACD Trace Port Assignment 386
- Primary Agents 386
- Primary Recorded Announcement 387
- Recorded Announcements 387
- Recorded Announcement Tables 388
- Ring Timer 390
- Secondary Agents 391
- ACD Supervisor Display 395
- Wrap-Up Timer 397
- Zap Tone 398
- PrintACDGroupParameters 400
- Overflow Station Assignment 404
- Primary Agent Assignments 406
- UCD Available/Unavailable 411
- UCD Calls In Queue Display 412
- PrintUCDGroupParameters 414
- ICLID / Caller ID 415
- Functional Performance 418
- Caller ID Name/Number 418
- Calling Number / Name Display 419
- Caller-Entered ICLID Digits 420
- ICLID Programming 421
- Enable / Disable 422
- Name in Display 422
- Port Assignment 423
- Ring Delay Timer 424
- Initialize ICLID-DID Tables 425
- Print ICLID - DID Tables 426
- ICLID Programming A-13 427
- A-14 ICLID Programming 428
- ICLID Programming A-15 429
- A-16 ICLID Programming 430
- ICLID Programming A-17 431
- A-18 ICLID Programming 432
- ICLID Programming A-19 433
- A-20 ICLID Programming 434
- ICLID Programming A-21 435
- A-22 ICLID Programming 436
- Least Cost Routing 439
- ASSIGNED 442
- Programming LCR Tables 443
- 6-Digit Office Code Table 445
- Exception Code Table 445
- Route List Table 446
- Insert / Delete Table 448
- Daily Start Time Table 449
- Weekly Schedule Table 450
- LCR Call Progress 452
- Default LCR Database 453
- ForcedLeastCostRouting(LCR) 453
- LCR Class of Service (COS) 454
- Call Cost Display 455
- Initialize LCR Tables 456
- Print LCR Tables 457
- LCR Printout 458
- Programming LCR Tables B-21 459
- B-22 Programming LCR Tables 460
- Programming LCR Tables B-23 461
- B-24 Programming LCR Tables 462
- Programming LCR Tables B-25 463
- B-26 Programming LCR Tables 464
- Networking Systems 465
- Standards 468
- Designing a Network 469
- Network Installation 471
- ISDN and T-1 Clocking 472
- Disable position 473
- Up = Enable Clock 474
- Down = Disable Clock 474
- Programming 477
- Networking Tables Programming 478
- Programming C-15 479
- Ring Assignment Programming 484
- Trunk Direction Programming 485
- ISDN Programming 489
- Station User Impacts 491
- Quick Start Procedure 492
- Example: Hub and 3 Nodes 493
- C-30 Quick Start Procedure 494
- LCR Programming 495
- Call Park Programming 496
- Voice Over the Internet 497
- Protocol 497
- Product Description 499
- Specifications 500
- Installation 501
- Technical Data 502
- Recommended Bandwidths 502
- Voice Encoder Information 502
- IP Phones 503
- Quick Start 504
- Networking Tables (FLASH 16) 508
- Standard Description 511
- VoIP Glossary 512
- Customer Database 513
- E-4 Introduction 516
- Initialization 518
- Baud Rate = 19.2K 520
- Parity = None 520
- Stop Bits = 1 520
- Flow Control = Xon/Xoff 520
- Data Bits = 8 521
- Programming Tables 524
- Programming Tables E-13 525
- Table E-1: System Parameters 525
- E-14 Programming Tables 526
- Programming Tables E-15 527
- E-16 Programming Tables 528
- Programming Tables E-17 529
- E-18 Programming Tables 530
- Programming Tables E-19 531
- E-20 Programming Tables 532
- Programming Tables E-21 533
- E-22 Programming Tables 534
- Programming Tables E-23 535
- E-24 Programming Tables 536
- Programming Tables E-25 537
- E-26 Programming Tables 538
- Programming Tables E-27 539
- E-28 Programming Tables 540
- Programming Tables E-29 541
- E-30 Programming Tables 542
- Programming Tables E-31 543
- E-32 Programming Tables 544
- Programming Tables E-33 545
- E-34 Programming Tables 546
- Programming Tables E-35 547
- Programming Tables E-37 549
- E-38 Programming Tables 550
- Programming Tables E-39 551
- E-40 Programming Tables 552
- Programming Tables E-41 553
- E-42 Programming Tables 554
- Programming Tables E-43 555
- E-44 Programming Tables 556
- Programming Tables E-45 557
- E-46 Programming Tables 558
- Programming Tables E-47 559
- E-48 Programming Tables 560
- Programming Tables E-49 561
- E-50 Programming Tables 562
- Programming Tables E-51 563
- E-52 Programming Tables 564
- Programming Tables E-53 565
- E-54 Programming Tables 566
- Programming Tables E-55 567
- E-56 Programming Tables 568
- Programming Tables E-57 569
- E-58 Programming Tables 570
- Programming Tables E-59 571
- E-60 Programming Tables 572
- E-64 Programming Tables 576
- Programming Tables E-65 577
- E-66 Programming Tables 578
- Programming Tables E-67 579
- E-68 Programming Tables 580
- Programming Tables E-69 581
- E-70 Programming Tables 582
- Programming Tables E-71 583
- E-72 Programming Tables 584
- Programming Tables E-73 585
- E-74 Programming Tables 586
- Programming Tables E-75 587
- E-76 Programming Tables 588
- TableE-21:RouteListTable 588
- Programming Tables E-77 589
- E-78 Programming Tables 590
- Programming Tables E-79 591
- E-80 Programming Tables 592
- Programming Tables E-81 593
- E-82 Programming Tables 594
- Flash Codes and 595
- Numbering Plans 595
- Quick Reference Tables 597
- Default Numbering Plan 610
- Default Numbering Plan F-17 611
- F-18 Default Numbering Plan 612
- Default Numbering Plan F-19 613
- Part Numbers 614
- Numerics 617
- Index iii 619
- Index vii 623
- Index ix 625
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