Acd Call Qualification; Acd Group Member Status - STARPLUS Triad 1 Product Description Manual

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Chapter 5 - Electronic Telephone Operation

ACD Call Qualification

The CALL QUALIFICATION feature provides a means for an Agent on ACD calls to enter call
identification codes. This feature provides up to four digits for the ACD SMDR reporting
function. Up to 12 digits can be entered, however only the first three digits are used in the
SMDR record.
While Agent is on a call:
1. Press the preprogrammed CALL QUALIFY flex button, followed by the three-digit qualify
code.
2. Enter a [
the keyset speaker, if programmed.
Conditions
The outside party does not hear the (qualify code) account code being entered.
The qualify code is the first three digits of the account code. Therefore, the account code
record in the SMDR contains the qualify code in the first three digits.
The qualify code must be entered during CO talk state.
The CALL QUALIFY button is programmed using a flexible feature code [570] + [###], or a
flexible feature code [570] + the last three digits of a speed bin number. The speed bin
number can also have the Call Qualifier code.

ACD Group Member Status

The ACD 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 stations logged in are 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.
Any station (Supervisor or Agent) logged onto the ACD group views the group members
display as follows:
1. Dial the ACD Group Member Status feature code [573] on the dial pad,
-or-
Press preprogrammed flexible button.
] to complete the sequence. A short burst of confirmation tone sounds through
.
Automatic Call Distribution