Related Manuals for Vodavi Starplus Triad-S 1/2/3
Summary of Contents for Vodavi Starplus Triad-S 1/2/3
- Page 1 Feature Package 3 TRIAD -S, 1/2/3 ACD User Guide a new dimension in business communications A new dimension in business communications...
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Page 2: User Guide
TRIAD -S, 1/2/3 Digital Telephone Systems (Feature Package 3) Automatic Call Distribution (ACD) User Guide Issue 3 - May 2000 P/N: 8055-00... - Page 3 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.
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Page 4: Table Of Contents
Contents ACD Agent Features ................1 Agent Help Request ..............1 Agent Login .................... 2 Primary Agents ................2 Secondary Agents ................ 3 Available/Unavailable Mode ............ 3 Call Qualification ................4 Calls In Queue ................5 Overflow Station–Available/Unavailable Mode ....5 ACD Supervisor Features .............. - Page 5 May 2000 Tables Programmable Flexible Button Codes ........10 ACD Numbering Plan................. 13...
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Page 6: Acd Agent Features
ACD Agent Features A Flexible button must be programmed to use some of Programming Flexible the following features. Refer to Buttons Agent Help Request The ACD Agent Help feature allows an ACD agent to signal their assigned supervisor for assistance. While the agent is on a call: Press the HELP Flexible button (if pre-programmed). -
Page 7: Agent Login
Agent Login The Help message will be cleared after the supervisor’s HELP button is depressed. Only Digital Telephones are capable of activating this feature. Agent Login A Flexible button must be programmed to use some of Programming the following features. Refer to Flexible Buttons Primary Agents The Primary Agent Assignment feature allows the stations... -
Page 8: Secondary Agents
Agent Login Secondary Agents The Secondary Agent Assignment feature allows the stations serving as secondary agents to be entered into the ACD group. Agents can login to both a primary and secondary group. A secondary agent’s ACD calls from their primary group are always presented ahead of any ACD calls in their secondary group. -
Page 9: Call Qualification
Agent Login To block ACD calls (Unavailable mode): Dial [566], or press AVAIL/UNAVAIL Flexible button (if pre-programmed). UN AVAI L ABL E ACD *125* M M/ DD/ Y Y HH:M M am Figure 3: ACD Unavailable Display Activating this feature makes you UNAVAILABLE to both Primary and Secondary ACD Groups. -
Page 10: Calls In Queue
Agent Login Calls In Queue From an idle display key telephone: 1. Dial [567], or press the QUEUE Flexible button (if pre- programmed). ON/OFF button LED lights steady. 2. Dial a three-digit ACD group number (550-565). Your display will tell you how many calls are in queue for that group. -
Page 11: Acd Supervisor Features
ACD Supervisor Features ACD Supervisor Features A Flexible button must be programmed to use some of Programming Flexible the following features. Refer to Buttons Group Member Status This feature provides a means for an ACD supervisor/Agent to view the status of the 16 ACD groups in the system. This display will tell the supervisor which stations are logged into the group, if the station logged in is available/ unavailable, out of service, in DND, or busy on a call. -
Page 12: Monitor W/Barge-In
ACD Supervisor Features 2. Dial an [ ] to scroll up to the next ACD group, or a [#] to scroll down to the previous ACD group. To return to an idle display: The station (Supervisor/ Agent) can return to an on-hook condition. Monitor w/Barge-In The Executive Override code [625] is used to program this feature onto a flexible button. -
Page 13: Queue Status
ACD Supervisor Features To join the conversation in a true Conference mode: Depress the MUTE button. The use of Supervisor Monitor with Barge-In is limited by federal law and may also be limited or prohibited by state or local laws. Check the relevant laws in your area before employing these features. -
Page 14: Supervisor Login
ACD Supervisor Features If the supervisor wants to change the display to a different group: Dial the Queue Status code [577] followed by the new ACD group number (550-565) the supervisor wants to observe, or press the QUEUE STATUS Flexible button. Supervisor Login The Supervisor Login/Logout feature provides a means for a supervisor to log into one of the ACD groups and monitor... -
Page 15: User Programming
User Programming The LOGIN Flexible button LED will extinguish. When the supervisor logs out and removes themselves from the ACD group, an ACD Logout event is sent to the active ACD SMDR port. User Programming Programming Flexible Buttons 1. Press the SPEED button twice. 2. - Page 16 User Programming Programmable Flexible Button Codes Code Feature 576 55[A] ACD Supervisor Login 577 55[A] ACD Supervisor Queue Status ACD Overflow Station Available/Unavailable ACD Agent Logout (Secondary Group) ACD Agent Login (Secondary Group) a. [UUU] = 550-565 b. [BB] = Button Number To erase a flexible button: 1.
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Page 17: Directory Worksheets
Directory Worksheets Directory Worksheets Flexible Button Programming Worksheet Speed Dial Bin Programming Worksheet BIN 000 BIN 010 BIN 001 BIN 011 BIN 002 BIN 012 BIN 003 BIN 013 BIN 004 BIN 014 BIN 005 BIN 015 BIN 006 BIN 016 BIN 007 BIN 017 BIN 008... -
Page 18: Acd Numbering Plan
Directory Worksheets ACD Numbering Plan Feature Code Feature Code Agent Help ICLID Display (Answered Calls) Agent Login (Primary Group) 572+[5UU] ICLID Display (Unanswered Calls) 635 Agent Login (Secondary Group) 582+[5UU] Incoming CO Call Transfer Agent Logout (Primary Group) Internal All Call Page Agent Logout (Secondary Group) 581+[5UU] Internal Page Zone 1-8 701-708... - Page 19 Directory Worksheets...