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Starplustion
User Guide
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Vodavi Starplustion User Guide

VODAVI TELEPHONES
Station User Guide
Includes Attendant Features
a new dimension in business communications
Vodavi Telephone Systems Quick Reference Card
FIXED FEATURE BUTTONS
• CAMP-ON Button -- Enables you to alert a busy part y that a n outs ide line i s on ho ld and w aiting for them.
• CONF (CONFERENCE) Button -- Used to establish and build conference calls.
• FLASH Button -- Used to terminate an outside call and restore dial tone without having to hang up the handset. It is also used to transfer calls behind a PBX or Centrex within those systems.
• FORWARD (FWD) Button -- Allows you to forward your calls to another station.
• HOLD Button -- Enables you to place an outside caller on hold.
• H-T-P Switch -- Allows the user to select the ICM signaling mode: Handsfree, Tone, or Privacy.
CALL FORWARDING
1. Press the FWD button or dial [640].
2. Dial the desired Call Forward code: [6] = All Calls [7] = No Answer [8] = Busy [9] = Busy/No Answer
3. Dial station number where calls are to be forwarded. Confirmation tone sounds.
4. Replace handset or press ON/OFF button.
ESTABLISHING A CONFERENCE
Only stations that have Conference enabled will be able to initiate a Conference.
1. Lift the handset.
2. Select intercom station or dial desired outside party. When called party answers, press the CONF button.
3. Add next conference party by selecting another outside line or intercom station.
4. Press the CONF button again and repeat previous step in a cycle, until all parties are contacted.
5. When last party answers, press the CONF button twice. All parties are connected.
TERMINATING A CONFERENCE
To terminate a Supervised Conference, the confer­ence initiator, replaces handset or presses ON/OFF button.
To terminate an Unsupervised Conference, press the flashing CONF button while on-hook.
• MSG (MESSAGE WAIT) Button -- Allows you to initiate a message waiting indication at stations that are busy, unattended, or in Do Not Distu rb. Message Waiting Callback request left at your station is indicated by a flash ing MSG WAIT LED.
• MUTE Button -- Allows you to switch the built­in microphone on or off when using the speakerphone, or the handset microphone when using the handset.
• ON/OFF Button -- Enables you to make a telephone call without lifting the handset. It turns the telephone on and off when using the speakerphone.
• SPEED Button -- Provides you with access to speed dialing, save number redial and last number redial. This button is also used to access flexible button programming.
• TRANS (TRANSFER) Button -- Used to transfer an outside call from one station to another.
• VOLUME BAR -- Allows the user to adjust speakerphone and handset volume.
UNSCREENED TRANSFER
1. Press TRANS button and dial station number.
2. When the called extension begins to signal, hang up to transfer the call.
3. Replace handset or press ON/OFF button.
SCREENED TRANSFER
While connected to an outside line:
1. Press station button where call is to be transferred (if programmed on your telephone),
-or­Press the TRANS button and dial the desired
station number. (The called extension signals according to the
intercom signal switch position.)
2. When that extension answers, announce the transfer.
3. Hang up to complete transfer.
LEAVING A MSG WAITING INDICATION
If you dial a station that is busy, unattended, or in Do Not Disturb, you can leave a message waiting indication.
1. Press the ON/OFF button.
2. Dial the desired intercom station. A busy tone or DND tone is heard.
3. Press the MSG button. The called party’s MSG button LED will flash slowly.
4. Press the ON/Off button to end the call.
Quick Reference Card Vodavi Telephone Systems
PLACING AN OUTSIDE LINE ON HOLD
• If your system is programmed for Exclusive Hold Preference, press the HOLD button once for Exclusive Hold or twice for System Hold.
• If your system is programmed for System Hold Preference, press the HOLD button once for System Hold or twice for Exclusive Hold.
STORING SPEED NUMBERS
1. Press the SPEED button twice.
2. Dial the speed bin location.
• 9000 to 9019 = Station Speed numbers
• 9020 to 9999 = System Speed numbers
3. Dial desired telephone number.
4. Press the SPEED button.
5. Press the ON/OFF button to end speed dial programming.
To clear an existing speed bin:
1. Press the SPEED button twice.
2. Dial the speed bin location.
3. Press the SPEED button again. Confirmation tone sounds.
DIALING A SPEED NUMBER
1. Press the SPEED button and dial the speed bin location,
-or­Press preprogrammed speed bin button.
• 9000 to 9019 = Station Speed numbers
• 9020 to 9999 = System Speed numbers
2. When called party answers, pick up handset or use speakerphone.
DIRECTORY DIALING
Users with display telephones may view a list of individuals on the telephone system and have the system automatically dial that person. Directory Dialing may also be used to transfer a call from on e station to another.
1. Dial the Directory List dial code [680],
-or­Press the DIRECTORY DIAL flexible button.
2. Press a button on the keypad once, twice, or three times, to represent the letter of the alphabet, to begin viewing the list of names.
3. Scroll through the Directory List to select a name as follows:
• Press [
✳] to scroll up to next entry,
-or-
• Press [#] to scroll down to previous entry.
4. Press the SPEED button at the desired name to automatically dial the destination station or outside phone number (via Speed Dial).
To transfer a call using Directory Dialing
1. Press the TRANS button.
2. Dial Directory Dial Code [680],
-or­Press the DIRECTORY DIAL flexible button.
3. Press the digit associated with the person’s name. When the name displays, press the SPEED button to automatically dial the station.
4. Press the ON/OFF button to complete transfer.
Calls may only be transferred to internal stations.
PROGRAMMING FLEXIBLE BUTTONS
1. Press the SPEED button twice.
2. Press the flexible button to be programmed.
3. Dial the desired code from the following chart. Confirmation tone sounds.
4. Press the ON/OFF button.
All Call Page (Internal & External)700 Background Music 632 Call Back 622 Call Park Location (System) 43+[C] Call Park Location (Station) 439+[XXX] Call (Park) Pickup #6+[XXX] Caller ID Review (Answered) 659 Caller ID Review (Unanswered) 635 Directory Dial 680 Do Not Disturb 631 Extension Numbers 100-351 External All Call Page 760
(All External Zones) External Page - Zones 1 or 2 76+[1 or 2] Last Number Redial [SPEED]+[#] Line Queue 621 Personal Park 438 Speed Dial Access [SPEED]+[YYYY] Save Number Redial [SPEED]+[✳] VM Group Pilot Numbers 44 [ V] ________________________________________
C = Call Park Location (0-7) V = Voice Mail Group Number (0-7) XXX = Stat ion Extension Numbers YYYY = Speed Dial Bin Numbers
(9000-9019 Statio n) (9020-9999 System)
To erase a flexible button:
1. Press the SPEED button twice.
2. Press the flexible button to be erased.
3. Press the FLASH button. Confirmation tone sounds.
4. Press the ON/OFF button.
Vodavi Large Screen Telephone Quick Reference Card
Large Screen Display Features
The Elite digital 30-button model provides a 7-line by 16-character display with 10 SOFT keys, a MENU key, and UP/DOWN scroll keys.

DIGITAL
DIRECTORY DND SPEED DIAL LNR PAR K P ICK UP MUSIC FEATURES
STA XXX MMM DD YY HH:MMx
MENU
DEF
ABC
1
3
2
JKL
GHI
MNO
5
4
6
PRS
WXY
TUV
7
9
8
0
#
*
s
HTP
CONFTRANS
MSG
CAMP ON
FWD
FLASH
MUTE
SPEED
ON/OFF HOLD t VOLUME
PAGE
MIC
Using the Soft Keys
From the main menu, use the soft keys to access the options listed.
Calendar Mode -- When in idle mode, the default monthly calendar will display. The calendar may also be accessed by pressing the MENU soft key.
I I
SUN MON TUES WED THURS FRI SAT
I
6 7 8 9101112
I
13 14 15 16 17 18 19
I
20 21 22 23 24 25 26 27 28 29 30 31
STA XXX
⌧
MMM DD Y Y HH:MMx
Main Menu -- To access the main menu at any time, press the MENU soft key.
I
DIRECTORY DND
I
SPEED DIAL LNR
I
PA R K PI C K U P MUSIC
I
FEATURES
I
STA XXX
⌧
MMM DD YY HH:MMx
MMM YYYY
1 2 3 4 5
To select a main menu option:
Feature/Button Descriptions
1. DSS Console -- Provides acc ess to 30 flexible feature/functions.
2. Fixed Feature Keys -- Used to access specific fixed feature/ functions.
3. HOLD Key --Used to place calls on hold and to retr ieve hel d calls.
4. LARGE Screen -- Designed to provide a 7-line by 16- character viewing area.
5. MENU Key -- Toggles between main menu screen and monthly calendar.
6. MICrophone -- Used to talk with other party without using the handset.
7. ON /OFF Key -- Used to make a call with out lifting the handset.
8. PAGE Up/Down Keys -- Used to advance to the NEXT and PREVIOUS option screens available.
9. Soft Keys -- Used to access specific features and functions.
10. VOLUME Control Bar -- Used to adjust level of tone s, backgroun d music, ring ing, receiver vo lume, and display contrast.
Press… Display shows… Then…
DIRECTORY ABC
NOTE -- Wait for t he desired number to display before pressing th e SPEED button.
SPEED DIAL
PARK PICKUP
MUSIC BGM1
FEATURES CALL FWD
DEF GHI JKL MNO
Enter Bin Number
PAR K 1 PAR K 2 PAR K 3 PAR K 4 PAR K 5
BGM2 BGM OFF
PAG E IN TER NAL PAG E EX TER NAL VOICE MAIL MORE
I I I I I
L M
I I I I I
L M
press the soft key associated with the desired n umber.
Use the PAGE UP/DN keys to displ ay the previous or next 5 names in Directory.
To scroll t hrough the list, press the [ to view the previous entry, or [#] to view the next entry.
dial the bin number associated with desired e xternal phone number.
select desired Park location where call is holding (1-5). Press PG DN PARK locations 6-8.
select de sired background music option.
select one of the options listed.
M
to select
.
] key
Quick Reference Card Vodavi Large Screen Telephone
After selecting FEA TURES on the main menu, the following options will display:
Call Forward
Press… Then select … Display will show…
CALL FWD All
* If Off-Ne t is selected, enter desired bin number.
If you select… Then…
Busy No Answer Busy/No Answer Off Net*
Sta dial the desired stationnumber.
Voice Mail select the desired VM group (1-5).
Operator the dis play shows a “Forwarded to
ACD/UCD select desired ACD/UCD group (1-5).
Hunt select the de sired Hunt group (1-5).
To access groups 6-8, press the PG DOWN
XXX” message and the main menu return s.
To access group 6-16, press the PG DOWN
To access groups 6-8, press the PG DOWN
Sta Voice Mail Operator ACD/UCD Hunt
M
key.
M
key.
M
key.
Page -- Internal/External
Press… Then select…
PAGE INTERNAL the desired Page Zone (ALL Call or
PAGE EXTERNAL the desired Page Zone (ALL Call or
Zones 1-4). To access Page Zones 5-8, press the PG DOWN
1-2)
M
key.
More
Press… Then select…
MORE Messages
Messages Clear
More Ans Machine Ring
Headset Enable Headset Disable UNA/UDA
More
On Vaca tio n Return AM Return PM Return Tomo rro w
Ans Machine Spkr Ans Machine Off
Press PG DN access more messages:
Return Next Week On Trip In Meeting At Home On Break At Lunch
M
key to
Voice Mail
Press… Then select…
VOICE MAIL the desired VM group (1-5).
To access group 6-8, press the PG DOWN
M
key.
NOTE -- To access the following voice mail options, a DIGITAL voice mail system must be in use.
Enter password to access these VM options:
Press… Then select…
RETRIEVE MSGS Delete
Forward For ward Msg A s Is
Forward Add Preamble
SEND MSG Re-Record
CHANGE GREETING CHANGE PASSWORD CHANGE NAME
Reply Skip Call Back Save
Forward
Replay
Forward Add Pre amble
Cancel
Continue Hear Cancel Re-Record
Append OK Hear Cancel
Dial [6] to select one of the following options:
Private Cancel Future Urgent Confirm Send
a new greeting, password, or name by entering the change.
Page/Queue Displays (for LCR)
When you receive an internal/external page, the screen will display the “MEET ME” option.
When you queue for a line, the screen will display the “QUE CNL” option.
If you are already in queue and you receive a page, the screen will display both “MEET ME and QUE CNL” options.
I
DIRECTORY DND
I
SPEED DIAL LNR
I
PA R K P ICKU P MUSIC MEET ME
I
FEATURES QUE CNL
I
STA XXX
⌧
MMM DD YY HH:MMx
I I I I I
L M
Vodavi Telephone Systems
Station User Guide
April 2002 - Issue 1 P/N: 3057-00
I
Issue
Release
Date
Changes
1 4-02 Initial Release
LIFE SUPPORT APPLICATIONS POLICY
VODAVI Technology, Inc. products are not authorized for
and should not be used within Life Support applications. Life Support systems are equipment intended to support or sustain life and whose failure to perform when properly used in accordance with instructions provided can be reasonably expected to result in significant personal injury or death.
VODAVI Technology, Inc. warranty is limited to replacement of defective components and does not cover injury to persons or property or other consequential damages.
Copyright © 2002 VODAVI Technology, Inc.
All Rights Reserved
This material is copyrighted by VODAVI Technology, Inc. Any unauthorized reproductions, use or disclosure of this material, or any part thereof, is strictly prohibited and is a violation of the Copyright Laws of the United States (17 U.S.C. Section 101 et. seq.).
VODAVI reserves the right to make changes in specifications at any time and without notice. The information furnished by VODAVI in this material is believed to be accurate and reliable, but is not warranted to be true in all cases.
XTS™, STARPLUS™, and Triad™
are registered trademarks of VODAVI Technology, Inc.
mlj/2002
April 2002 i

Contents

911 Alert...................................................................................... 1
Account Codes ......................................................................... 3
Using Account Codes...................................................... 3
Verified Account Codes.................................................. 3
Account Codes - Traveling COS (Verified) ............... 4
ACD / UCD .................................................................................. 5
ACD Call Factor ................................................................. 5
ACD Call Qualifier ............................................................. 5
ACD CIQ Display Button................................................. 5
ACD Help............................................................................. 6
ACD Member Status ........................................................ 7
ACD Overflow Available/Unavailable ....................... 8
ACD Login/Logout ........................................................... 8
ACD Supervisor Display ................................................. 9
ACD Supervisor Login/Logout .................................... 10
ACD/UCD Available/Unavailable................................ 11
ACD Calls In Queue Status Display............................. 11
UCD Calls In Queue Display .......................................... 12
UCD Available/Unavailable Mode.............................. 13
UCD Overflow Station Forward................................... 13
Answering Machine Emulation .......................................... 14
Notification Methods ...................................................... 14
Ring Mode ................................................................... 15
Speaker Mode ............................................................ 15
Attendant Features ................................................................. 16
Attendant Clear Alarm.................................................... 16
Attendant CO Line External (Off-Net) Forward ..... 16
Attendant Custom Message......................................... 17
Attendant Day/Night/Special ...................................... 18
Attendant Directory List Programming ................... 19
ii April 2002
Attendant Disable Outgoing CO Line ....................... 22
Attendant Override ......................................................... 22
Attendant Setting Time and Date .............................. 23
Attendant Speed Dial - System Storing ................... 23
Attendant Unavailable ................................................... 24
Attendant Voice Mail Alarm Clear .............................. 25
Background Music (Optional) ............................................. 25
Call Back ...................................................................................... 26
Call Coverage............................................................................ 27
Call Forward............................................................................... 29
Call Forward - External (Off-Net)................................. 30
Call Forward - Follow-Me............................................... 31
Call Park....................................................................................... 33
Call Park - Personal........................................................... 33
Call Park - Station ............................................................. 34
Call Park - System ............................................................. 34
Call Pickup .................................................................................. 36
Directed Call Pickup ........................................................ 36
Group Call Pickup............................................................. 37
Call Transfer ............................................................................... 38
Executive/Secretary Transfer ....................................... 38
PBX/CENTREX Transfer ................................................... 38
Screened Transfer ............................................................ 39
Transfer Search.................................................................. 39
Unanswered CO Call Transfer ...................................... 40
Unscreened Transfer ....................................................... 40
Caller ID Display ....................................................................... 40
Caller ID Display (Answered Calls).............................. 40
Caller ID Display (Unanswered Calls) ........................ 41
Caller ID Name/Number ....................................................... 42
Calling Forward Override...................................................... 43
Calling Station Handsfree Mode Override...................... 43
April 2002 iii
Calling Station Tone Mode Override................................ 44
Camp On..................................................................................... 44
CO Line - Access....................................................................... 46
CO Line Queue.......................................................................... 46
Conference................................................................................. 47
Conference Combinations ............................................ 47
Conference Procedures.................................................. 48
Dial-By-Name ............................................................................ 50
Directory Dial ............................................................................ 52
Do Not Disturb.......................................................................... 54
Executive Override .................................................................. 55
Flash ............................................................................................. 56
Flash Key on Intercom .................................................... 56
Flexible Button Programming ............................................ 56
Group Listening ....................................................................... 57
Headset Mode .......................................................................... 58
Intercom ..................................................................................... 59
Using an Intercom Button ............................................ 59
Answering an Intercom Call ......................................... 60
Intercom Transfer............................................................. 60
Placing an Intercom Call ................................................ 61
Keyset Mode.............................................................................. 63
Last Number Redial................................................................. 64
LCR Operation........................................................................... 65
Loop Key ..................................................................................... 66
Mailbox Buttons....................................................................... 66
Message Wait............................................................................ 67
Modem ........................................................................................ 69
Voice Mail Modem Access............................................. 69
Telephone System Modem Access ............................ 69
Mute ............................................................................................. 69
Name In Display ....................................................................... 70
iv April 2002
Night Service ............................................................................. 71
Off-Hook Voice Over (OHVO) .............................................. 72
Outside Calls.............................................................................. 74
Placing an Outside Line on Hold ................................ 74
Answering a Recall........................................................... 74
Answering an Outside Call............................................ 74
Placing an Outside Call................................................... 75
Paging.......................................................................................... 75
Paging - Meet Me ............................................................. 76
Personalized Messages.......................................................... 76
Pre-assigned Messages .................................................. 76
Custom Messages ............................................................ 77
Date and Time Entry Messages ................................... 79
Scrollable Canned Messages........................................ 81
Personal Messages Flexible Button ........................... 82
PBX/Centrex Codes on a Flex Button ............................... 83
Release Button.......................................................................... 83
Redial ........................................................................................... 83
Last Number Redial ......................................................... 83
Save Number For Redial ................................................ 84
Redial a Saved Number.................................................. 84
Repeat Redial .................................................................... 84
Ring Down / Hot Line / Off-Hook Preference ................ 85
Ring Tone ................................................................................... 87
Serial Number ........................................................................... 89
Software Identification.......................................................... 89
Software Version...................................................................... 90
Speakerphone .......................................................................... 90
Speed Dial .................................................................................. 90
System Speed Dial Access............................................. 92
Station/Port Fixed Number.................................................. 93
Station Relocate ....................................................................... 93
April 2002 v
Text Messaging (Silent Response) ..................................... 94
Universal Day/Night Answer ............................................... 95
Voice Mail ................................................................................... 96
Call Forwarding to Voice Mail Groups ...................... 96
Retrieving Voice Messages ........................................... 96
Voice Mail Transfer with ID Digits .............................. 97
Voice Mailbox Button ..................................................... 97
Voice Mail Group Button ............................................... 97
Voice Mail One-Touch Recording............................... 98
Volume Control ........................................................................ 99
Worksheets ................................................................................ 102
Flexible Button Programming Worksheet .............. 102
Speed Dial Bin Programming Worksheet................ 102
Default Numbering Plan ....................................................... 103
vi April 2002
Digital Telephone Features
12
2
6
VOLUME
HTP
c
b
a
2
1
l
k
j
i
h
g
5
4
v
u
t
s
r
p
8
7
e
p
o
S
0
F
F
O
/
N
O
10
9
4
MSG FORWARD
FLASH
TRANS
D
L
O
H
13
5
S
T
A
J
U
L
7
1
2
1
9
9
11
3
SPEED
f
e
d
CAMP ON CONF
3
o
n
m
6
y
x
w
9
r
#
E
T
U
M
8
1
5
3
1
2
:3
1
p
m
16
14
15
April 2002 vii
Digital Key Telephone Buttons
Number Feature Description
1Display (Executive
Models only)
2 h t p Used to select mode of operation:
3 msg Key Used for Auto-CallBack to a phone that has
4 conf Key Used to establish conference calls.
5 forward Key Used to forward your calls to another
6 speed Key Used to access speed dialing, save number
7 trans Key Used to transfer an outside call from one
8 mute Key Used to activate/deactivate MUTE
9 camp-on Key Used to alert a busy station that an outside
10 on/off Key Used to make a call without lifting the
11 flash Key Used to end an outside call and to restore
12 volume Key Used to adjust level of tones, background
13 hold Key Used to hold calls, to retrieve held calls.
14 Microphone Used to talk with other party without using
15 Speaker Outputs tones and voice at your extension.
16 Flexible Button
Keys
Displays information about telephone status, dialing directories, and text message information.
Handsfree, Tone, or Privacy.
left a text message or to access voice messages.
station or voice mail.
redial, and last number redial. Buton is also used to access flexible button programming.
station to another.
function. When activated, the party on the other end cannot hear you.
line is on hold and waiting for them.
handset.
dial tone without hanging up receiver.
music, ringing, receiver volume, and display contrast.
the handset.
Used to access outside lines or access call­handling features.
» » » » » » » » N O T E S » » » » » » »
911 Alert 1

ABOUT THIS USER GUIDE

The features described in this User Guide apply to the Vodavi
Triad 1/2/3, Triad-S, and XTS Digital Telephone Systems …
unless an exception is specifically noted.
» 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 55.)
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 … 3-digit default codes have been used
when describing programming and operating procedures.
To verify the numbering plan for your system, consult with
your System Administrator.
Flex
Btn
❑
Flex

911 Alert

Any station user or attendant who programs a flexible button for 911 ALERT (feature code 608) will be alerted of internal stations placing 911 calls. The system can store the 16 most recent 911 calls. Calling information includes the time/date of the call and the station number from which the call was placed.
Btn
❑
2 911 Alert
The initial 911 Alert indications include:
Audible ringing tone
Green flashing 911 ALERT flexible button LED
Automatic LCD display of 911 call information
E911 CALL XX: STA XXXX MM/DD/YY HH:MM
XX = Index number (01-16)
Station users and attendants can press the flexible button as necessary to view additional 911 call information in the stored list. Once a station user or attendant views the information for all 911 calls in the system list:
All users’ LEDs change to a solid red indication.
The audible ringing tone at all stations ceases.
The LCDs at all stations revert to a normal display. The list remains available for review by pressing the 911 ALERT
flexible button as necessary, until after the messages are deleted.
To delete logged 911 Alert messages:
An attendant must use the following steps to delete the messages on a system-wide basis.
1. Press the 911 ALERT flexible button to display the 911 call
information for deletion.
2. Press FLASH to delete that message.
Dialing 911 from any station overrides previously enabled features such as Do Not Disturb.
Account Codes 3

Account Codes

Flex

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 [.] 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.

Verified Account Codes

Prior to placing an outside line call:
1. Press the preprogrammed ACCOUNT CODE button (627).
2. Dial account code up to 12-digits.
Btn
❑
❑
Flex Btn
SINGLE LINE TELEPHONE
To enter an Account Code before a call:
1. Lift the handset.
2. Dial [627].
3. Dial the account code.
If the account code contains fewer than 12 digits, dial [.] to automatically return to the call.
4. Dial [9] or CO Access code. A dial tone will sound.
5. Dial the desired number.
4 Account Codes
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.
Flex

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 an outside CO line, or dial the LCR code, and then
dial the desired number.
Btn
❑
SMDR must be enabled for the Account Code feature to operate, and become part of the SMDR record.
SINGLE LINE TELEPHONE
To enter an Account Code before a call:
1. Lift handset.
2. Dial [627].
3. Dial account code.
If Account Code contains fewer than 12 digits, dial [.] to return to intercom dial tone.
4. Dial [9] or CO Access code. A dial tone will sound.
5. Dial desired number.
ACD / UCD 5

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.
Flex

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).
This formula is used to calculate the average call duration:
(Place in Queue) (Call Factor)
---------------------------------------------­Number of Agents Logged into Group
Btn
❑
Flex

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 [
confirmation tone sounds through the keyset speaker, if
programmed.
] to complete the sequence. A short burst of

ACD CIQ Display Button

To assign an ACD CALLS IN QUEUE DISPLAY flexible button:
Dial [579]+[XXX].
(XXX = ACD group number 550-565)
Btn
❑
Flex Btn
❑
6ACD / UCD
Flex

ACD Help

While on a call in progress, the following results will occur when an Agent presses their preprogrammed HELP flexible button.
AGENT
The Agent will hear a confirmation tone and their HELP
button will illuminate if a supervisor is logged into their
ACD group.
If no supervisor is logged in, the Agent will receive an error
tone and the HELP button will not illuminate.
SUPERVISOR
An ACD supervisor station will receive a Help message
when an ACD member in the same group initiates a Help
request.
This function will also send a Camp-On tone to the supervisor’s keyset speaker. A Help message will take precedence over other messages. The supervisor can clear the message 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.
Once the HELP button is pressed, an intercom call is placed to the station requesting Help, and the Help message will be cleared. The Help message will also be cleared if the agent was on a call and went back on-hook before the supervisor could respond. In this case, the Help message converts to a message wait indication.
(The Agent can also clear the Help request by pressing their HELP button a second time.)
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ACD / UCD 7

ACD Member Status

Any station (Supervisor or Agent) logged onto the ACD group can view the status of the ACD group members as follows:
1. Dial ACD Group Member Status code [573] on the dial pad,
-or-
Press the preprogrammed flexible button. The display will
show: 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.
.
ACD5XX: 110A 111A 112A 113O 114U 115D 116B 117N
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 [.] to scroll up to the next ACD Group.
If more than eight members are in the ACD group, the next
.
depression of the [
] displays the additional members,
3. Press [#] to scroll down to the previous ACD Group.
To return to an idle display, the Supervisor/Agent station
must go on-hook.
8ACD / UCD

ACD Overflow Available/Unavailable

To enter Available Mode:
Dial [578] on the dial pad to start receiving ACD calls,
-or-
Press the preprogrammed AVAILAB LE/UNAVAILABLE button.
To enter Unavailable Mode:
Dial [578] on the dial pad to block incoming ACD calls,
-or-
Press the preprogrammed AVAILAB LE/UNAVAILABLE button.

ACD Login/Logout

To log into an ACD Primary Group:
1. Dial LOGIN CODE [572] on the dial pad, followed by the
desired ACD group number (5XX),
-or-
Press the preprogrammed LOGIN flexible button.
2. Enter your four-digit AGENT ID code (0000-9999).
The LOGIN flexible button LED will light steady and a
confirmation tone will sound to verify the login process.
The ON/OFF LED will extinguish if the login sequence was started in the handsfree mode.
The ACD Agent Login LED will only light 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 the preprogrammed LOGOUT flexible button. The
LOGIN flexible button LED will extinguish.
ACD / UCD 9
To log into an ACD Secondary Group:
1. Dial LOGIN CODE [582] on the dial pad, followed by the
desired ACD group number (5XX),
-or-
Press the preprogrammed LOGIN flexible button.
2. Enter your four-digit AGENT ID code (0000-9999).
The LOGIN flexible button LED will light steady and a
confirmation tone will sound to verify the login process.
The ON/OFF LED will extinguish if the login sequence was started in the handsfree mode.
The ACD Agent Login LED will only light 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 the preprogrammed LOGOUT flexible button. The
LOGIN flexible button LED will extinguish.

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.
The ACD Supervisor Display shows the following:
5XX: CIQ: XX AGENTS: XX OC: HH:MM:SS
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
10 ACD / UCD
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 to an ACD group:
1. Dial LOGIN CODE [576] on the dial pad, followed by the
desired ACD group number (5XX),
-or-
Press the preprogrammed LOGIN flexible button. (Flexible
button must have [576]+[5XX] programmed onto it.)
2. Enter your 4-digit SUPERVISOR ID code (0000-9999).
The LOGIN flexible button LED will light steady and a
confirmation tone will sound to verify the login process.
If active, an ACD login event will also be sent to the ACD Events Trace port.
If the login sequence was started in the handsfree mode, the ON/OFF LED will extinguish.
To log out of an ACD group:
Dial LOGOUT CODE [575] on the dial pad, followed by the
appropriate ACD group number (5XX),
-or-
Press the preprogrammed LOGIN/LOGOUT flexible button,
the LED will extinguish.
ACD Supervisor Log-in LED only lights for ACD group assigned to that button.
The same flexible button can be used to toggle the Login/Logout feature.
ACD / UCD 11

ACD/UCD Available/Unavailable

To enter Available Mode:
Dial [566] on the dial pad to start receiving ACD calls,
-or-
Press the preprogrammed AVAILAB LE/UNAVAILABLE button.
To enter Unavailable Mode:
Dial [566] on the dial pad to block incoming ACD calls,
-or-
Press the preprogrammed AVAILAB LE/UNAVAILABLE button.

ACD Calls In Queue Status Display

There are two methods for stations not assigned to the ACD Group to monitor the ACD Calls In Queue Status Display.
First Method -- From an idle key telephone:
1. Dial [567] on the dial pad,
-or-
Press the preprogrammed flexible button.
2. Dial the ACD group number (5XX). The ON/OFF button LED
will light steady.
This idle display will show how many calls are in queue.
ACD5XX 00 CALLS IN QUEUE MMM DD YY HH:MM am
5XX = ACD Group Number 550-565
3. Replace the handset or press the ON/OFF button to
terminate the display.
12 ACD / UCD
Second Method -- From an idle key telephone:
The preprogrammed flexible button for the ACD group being monitored will flash, indicating there are calls in queue.
1. Press the preprogrammed flexible button.
This idle display shows how many calls are in queue.
ACD5XX 00 CALLS IN QUEUE MMM DD YY HH:MM am
5XX = ACD Group Number 550-565
2. Dial [579] + [XXX] to assign an ACD CALLS IN QUEUE
DISPLAY flexible button. (XXX = ACD/UCD group number)
3. Replace the handset or press ON/OFF to terminate display.

UCD Calls In Queue Display

From an idle display key telephone:
1. Dial [567] followed by the UCD group number (55X),
-or-
Press the preprogrammed flexible button. The ON/OFF
button LED lights steady.
This idle display prompts a Supervisor that a group is having problems answering their calls.
The display tells the agent and their supervisor how many calls are in queue, how many agents are available or logged into the group, and the time (in minutes) that the oldest call has been in queue.
The agent automatically receives the calls in queue display whenever there is a call in queue.
2. Replace the handset or press ON/OFF to terminate display.
This feature cannot be used with a call in progress. The station is considered busy for incoming calls during this operation.
ACD / UCD 13

UCD Available/Unavailable Mode

If you are a UCD Agent, you can place your station in the Available mode to receive UCD type calls or in the Unavailable mode to block UCD calls from ringing to your station.
To enter Available Mode:
Dial [566] on the dial pad to start receiving UCD calls,
-or-
Press the preprogrammed AVAILAB LE/UNAVAILABLE button.
To enter Unavailable Mode:
Dial [566] on the dial pad to block incoming UCD calls,
-or-
Press the preprogrammed AVAILAB LE/UNAVAILABLE button.

UCD Overflow Station Forward

An enhancement allows UCD calls reaching the Overflow Station to call forward to another station:
1. Lift the handset or press the ON/OFF button.
2. Press the FWD button or dial [640].
3. Dial the desired code:
[6] = All Calls [8] = Busy
[7] = No Answer [9] = Busy/No Answer
4. Dial the 3- or 4-digit destination number where calls are to
be forwarded (Station, Voice Mail, ACD/UCD groups, Hunt
group). A confirmation tone will sound.
5. Replace the handset or press the ON/OFF button.
To remove call forwarding:
1. Lift the handset or press the ON/OFF button.
2. Press the FWD button. A confirmation tone will sound and
the FWD LED will extinguish.
14 Answering Machine Emulation
Flex

Answering Machine Emulation

When a call is sent to your voice mailbox, you can press a preprogrammed flexible button to listen to the caller leaving the voice mail message. If you decide to speak with the caller, you can press the preprogrammed button to be connected to the caller.
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❑

Notification Methods

There are two methods of notification, a Ring Mode or a Speaker Mode. These methods are controlled by the type of flexible button assigned on the telephone.
The preprogrammed button type (654+0=Ring Mode, 654+1=Spkr Mode) defines the operation mode. An incoming CO call rings at a station and forwards (except busy type) to the station’s VM mailbox.
Ring Mode
The preprogrammed flexible button flashes red while the caller is in your mailbox. You can press the flashing button and the audio is broadcast over the speaker of the keyset. The MUTE key is also enabled and the LED lights solid red. When the call is ringing the station in the ring mode, the display shows:
VM SCREENING RING MMM DD YY HH:MM am
Answering Machine Emulation 15
Speaker Mode
The VM message is broadcast over the speaker. The MUTE key is enabled and the LED lights solid red. When the station is monitoring the caller in VM, the display shows.
VM SCREENING MMM DD YY HH:MM am
MAILBOX Options
The Mailbox Owner can select from the following options when a call is sent to their voice mailbox.
To leave caller in VM and turn off speaker:
Press the ON/OFF button and continue to listen to message
being left without taking action at the keyset. After the VM
message is left, the preprogrammed button will be solid red
and the keyset will return to idle.
To talk to party leaving the message:
Press the MUTE key. Station is still in CONF and caller can
hear VM and you.
To pick up call:
Press the flexible button. When the call is picked up, the
voice mail system will disconnect from the call.
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