Acd Agent Queue Status Display - STARPLUS Triad 1 Product Description Manual

5-10
Chapter 5 - Electronic Telephone Operation
If an agent attempts to log into an ACD group that already has the maximum number of
members, that agent receives an error tone.
The
of four digits.
An Agent may not login to the same group as a primary and secondary member.

ACD Agent Queue Status Display

This feature allows an ACD station (12/24 button executive only) to monitor the calls in queue
information for a particular group. The button LED indicates that there are calls in queue.
The agent automatically receives an enhanced Calls in Queue display on the LCD whenever
there is a call in queue.
In-service ACD agents and the assigned overflow station automatically see the quantity of
calls in queue on the LCD of their station for the ACD group of which they are a member. If
every member of the ACD group is busy and calls are in queue, the Supervisor/Agent Queue
Status display is seen at all ACD members of that group.
There are two methods for stations not assigned to the ACD Group to monitor the ACD Calls
In Queue Status Display. The first method requires pressing one preprogrammed flexible
button, or dialing the feature code, followed by entering the ACD group number that you
desire to monitor. The second method uses one or more preprogrammed flexible buttons to
immediately access ACD Calls In Queue Status Display(s) with a single press of the flexible
button. This second method allows a supervisor to more quickly monitor a specific ACD
group or switch between monitoring of several groups under their supervision.
First Method - From an idle key telephone:
1. Dial the ACD Calls In Queue Status Display feature code [567] on the dial pad,
-or-
Press the preprogrammed flexible button.
2. Dial the ACD Group number (550-565). ON/OFF button LED lights steady.
3. Replace handset or press ON/OFF button to terminate the display.
Triad 1/2/3 Digital System does not verify agent's ID codes, other than requiring entry
This feature cannot be used with a call in progress. The station is considered busy for
incoming calls during this operation. Each time this feature is used, wrap-up is started.
If an ACD member is taken out of the group (e.g., DND, All Call Forward, Unavailable,
etc.) they do not receive calls in queue information.
The ACD Calls In Queue Status Display shows the following information:
ACD X X X X 0 0 C A LL S I N QU E U E
M M M D D Y Y
XXXX = ACD Group number
This idle display tells the agent and/or their supervisor how many calls are in queue.
Automatic Call Distribution
H H : M M am