Transfer Recall; Uniform Call Distribution; Agent Queue Status Display; Alternate Ucd Group Assignments - STARPLUS Triad 1 Product Description Manual

Transfer Recall

Transfer Recall
Screened and unscreened transfers recalls the initiating party if unanswered for a
programmable length of time, and then if unanswered, recalls the Attendant.

Uniform Call Distribution

Eight Uniform Call Distribution (UCD) groups can be programmed, each containing up to
eight three-digit station numbers. Each group is assigned a pilot number. When this number
is dialed, the first available agent in that group is rung. Calls are routed to the station that has
been on-hook for the longest period of time.

Agent Queue Status Display

The Agent Queueing Status allows UCD agents to view stations of a UCD group on their
display. The display shows how many calls are in queue, how many agents are available, and
the length of time the oldest call has been in queue.
There are two methods of viewing UCD group Call Queue Status.
1 -- In-service UCD agents and the assigned overflow station sees the quantity of calls in
queue on the LCD of their station for the UCD group of which they are a member. If every
member of a UCD group is busy and calls are in queue, the Supervisor/Agent Queue Status
display is seen at all UCD members of that group.
2 -- Any station not assigned in a UCD group can view the number of calls in queue for any
given UCD Group. To view the number of calls in queue the station user dials the Calls In
Queue code (or presses a programmed FLEX button with this code) then enters the UCD
group desired. The LCD displays, on a real time basis, the number of calls in queue for that
group.

Alternate UCD Group Assignments

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

Auto Wrap-Up with Timer

After completion of a UCD call (on-hook) the agent is not subjected to another UCD call for
the duration of the Auto Wrap-Up Timer (regardless of the number of calls in queue),
allowing the agent to finish call related work or access other facilities. This allows agents to
remove themselves from the group (i.e., DND, Unavailable, Call Forward or originate another
call). The Auto Wrap-Up Timer is programmed as part of the UCD database. (System-wide)
If a UCD member is taken out of the group (e.g., DND, All Call Forward, Unavailable,
etc.) they do not receive calls in queue information.
Chapter 2 - Digital Station Features
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