Primary Agents - Vodavi Starplus Triad-S System Programming Manual

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Primary Agents

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Description
After completion of a ACD call (on-hook) the agent is not 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 facilities. This lets
agents remove themselves from the group (e.g., DND, Call Forward) or
originate another call. By default, the ACD Auto Wrap-Up Timer is set for
4 seconds and is variable from 000-999 seconds.
Programming Steps
1. Press the PRIMARY AGENT flexible button (FLASH 60, Button #7).
The following message displays:
ACD 5 XX P RIM AR Y AG EN TS
EN D
2. To add a station as a primary agent of the ACD group:
Enter SSS 1 (SSS = station).
Press the HOLD button.
3. To delete a station from being a primary agent of the ACD group:
Enter SSS 0 (SSS = station).
Press HOLD to save the entry. A confirmation tone is heard and
the display updates.
4. To view primary agents in the ACD group, press button #7. (Each
depression toggles through seven agents at a time.)
Description
The Primary Agent Assignment feature allows the stations serving as
primary agents to be entered into the ACD group. Agents can login to
both a primary and secondary group. A primary agent's ACD calls from
their primary group are always presented ahead of any ACD calls in their
secondary group.
Overflow Station Forward (Flash 06, Button #6) allows/disallows excess
calls to be forwarded to another station.
ACD Agent Recall (Flash 06, Button #12) allows/disallows calls that have
been transferred from an ACD Agent to recall the Agent.
ACD Group Programming