Alternate Acd Group Assignments; Acd Group Member Status; Guaranteed Message Announcement - Vodavi Starplus Triad-S Product Description Manual

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Help Request -- The HELP feature provides a means for an ACD agent to
signal the assigned supervisor for assistance. While on a call, the agent
can press the HELP button to signal the assigned supervisor. The
supervisor may respond by using the HELP button and the ACD Barge-In
feature.
Call Qualification -- This feature provides a means for an agent on ACD
calls to enter codes that identify the call. This feature permits entering up
to 12 digits to print in the SMDR record. A programmable confirmation
tone option was added to the Agent Call Qualification feature on a
system-wide basis.
ACD Transfer Display -- This feature changes the LCD message to
indicate to what ACD group the call was transferred. The LCD indicates if
the call was transferred to a station number or a pilot group number.
Zap Tone (for Headset use) -- This feature can be enabled at agent
stations to provide an automatic connection of ACD calls to the agent.
When logged in and available, the agent hears a tone in their headset
and is automatically connected to the incoming caller.

Alternate ACD Group Assignments

An alternate ACD group can be programmed so if stations in one group
are busy, the alternate group is checked for an available station.

ACD Group Member Status

The Supervisors Group Member Status feature provides a means for an
ACD supervisor to view the status of the 16 ACD groups in the system,
individually.
This display tells the supervisor which stations are logged into the group,
and if the station logged in is available, unavailable, out-of-service, in
DND, or busy on a call. The supervisor can use this display to determine
why there are a lot of queued calls in a specific group.

Guaranteed Message Announcement

The Guaranteed Message feature insures that callers routed to an ACD
Group hear the message prior to being placed in queue or to an agent.
Callers may enter DTMF digits during this message. These digits can be
used by the system to route callers to specific destinations and provides
Calling Name Identification.
Automatic Call Distribution (ACD)