Supervisor Monitor With Barge-In - Vodavi STARPLUS Triad-S Manual

Automatic Call Distribution
To log out, dial Logout Code [575] on the dial pad, followed by the desired ACD Group
number (550-565),
-or-
Press a preprogrammed Login/Logout flexible button, the LED extinguishes.
Conditions
»
Only 1 supervisor can be logged into a group.
»
If a supervisor logs into an ACD group from a station that is logged into another ACD
group, the station remains in the previous ACD group.
»
A supervisor may log out while in wrap-up, or unavailable.
»
A supervisor logging in is first placed in Wrap-Up mode before receiving an ACD call.
»
The
that four digits are entered.

Supervisor Monitor with Barge-In

Description
This feature is available with optional software. The ACD Supervisor Monitor with Barge-In feature
provides a means for an ACD Supervisor to monitor an agent's call in progress and coach
sales techniques or customer relations skills. When used, a supervisor may intrude into an
agent's call in a listen-only mode or in a true conference mode. Prior to barge-in, a supervisor
must log into the agent's group using the supervisor log-in code 576 + [XXXX], (where
XXXX = the ACD Group number). This feature is available with or without a warning tone.
Use Flash 50 programming when you want to modify a range of stations' attributes using
fixed station numbers.
Use Flash 51 programming to modify a single station's attributes using a flexible station
number.
ACD Supervisor Login LED only lights for ACD group assigned to that button.
The same flexible button can be used to toggle the Login/Logout feature.
Triad-S Digital System does not verify the supervisor's ID codes, other than requiring
Executive Override is a system feature and, therefore, takes precedence over this
feature. If Supervisor Monitor with Barge-In is used properly, Executive Override
MUST be disabled. Otherwise, the barge-in is performed with the MUTE button OFF.
A change in volume may occur on the CO line or intercom call after the barge-in
occurs.
The use of Supervisor Monitor with Barge-In is limited by federal law and may also
be limited or prohibited by state or local law, so check the relevant laws in your area
before employing these features.
Chapter 4 - Call Distribution - ACD/UCD
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