Automatic Call Distribution - STARPLUS Triad 1 Product Description Manual

6-10
Chapter 6 - Digital Station Operation
When a station is monitoring the caller in VM, this message displays:

Automatic Call Distribution

The Automatic Call Distribution (ACD) feature is available with optional software. When
purchased, Uniform Call Distribution (UCD) is not used and is replaced by the ACD functions
identified below. Sixteen Automatic Call Distribution (ACD) groups can be programmed,
each containing up to 60 station numbers for
ACD Agent Help
The ACD Agent HELP feature provides a means for an ACD agent to signal their assigned
supervisor for assistance. A flex button must be programmed for this feature.
While on a call in progress, the agent:
Presses their preprogrammed HELP flex button. A confirmation tone is presented to the
agent. The agent's HELP button illuminates if a supervisor is logged into their ACD group.
If no supervisor is logged in, the agent receives a burst of error tone and the HELP button
does not illuminate.
The ACD supervisor station receives a Help message when an ACD member that belongs
to the same group initiates a Help request. The Help function also sends a Camp On tone
to the speaker of the supervisor's keyset. The Help message takes precedence over any
other message and can be cleared by the supervisor by pressing their HELP button.
At the time the supervisor receives a Help request, they can press their HELP flex button
followed by the override feature button to bridge onto the ACD group member's call. The
HELP button places an intercom call to the station requesting Help. The Help message is
cleared after the supervisor's HELP button is pressed. The Help message is also cleared if
the agent was on a call and went back on-hook before the supervisor could respond. In
this case, the Help message is converted to a message wait indication. The agent can also
clear the Help request by pressing their HELP button a second time.
Conditions
Up to five messages can be left at any supervisor station.
The supervisor can cancel a Help request signal by pressing their flashing HELP button. A
call is placed to the agent requesting Help. If the agent is on a call, the supervisor can
press the BARGE-IN button to monitor the call or give assistance.
VM S C R E E N I NG
M M M D D Y Y
Answering Machine Emulation only operates on Station Forwarding.
Automatic Call Distribution
H H :M M am
Triad 1/2 or 252 station numbers for Triad 3.