Agent Positions; Alternate Acd Group Assignments; Acd Group Member Status - STARPLUS Triad 1 Product Description Manual

Automatic Call Distribution
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 time
period.

Agent Positions

Login/Logout with Agent ID Feature -- The Agent Login/Logout feature provides a means
for an agent to log into one of the ACD groups and receive calls.
The Agent ID entered in the login process identifies the agent and places that agent in the
available agent list for the ACD group specified in the login process. This feature allows an
agent to log into any ACD group from any station in the system and receive calls.
Login to Primary/Secondary ACD Group -- Agents can login to both primary and secondary
ACD groups. The agent always receives calls from a primary group first. The agent receives
calls from a secondary group when there are no calls in the primary group.
Identification Code -- Each ACD Agent has a unique ID (0000-9999) for use during
login/logout procedures. This unique ID is not verified or stored in the system database.
Available/Unavailable Mode -- The Available/Unavailable feature allows agents logged into
an ACD Group to remove themselves from the group by dialing a code or pressing a flexible
button. When an agent is in the Available mode, that agent receives ACD calls in the normal
manner. When an agent is in the Unavailable mode, that agent no longer receives ACD calls,
however the agent may receive non-ACD calls. Agents that have gone Unavailable receive a
visual reminder with a flashing LED/LCD message.
Help Request -- The HELP feature provides a means for an ACD agent to signal the assigned
supervisor for assistance. While on a call, the agent can press the HELP button to signal the
assigned supervisor. The supervisor may respond by using the HELP button and the ACD
Barge-In feature.
Call Qualification -- This feature provides a means for an agent on ACD calls to enter codes
that identify the call. This feature permits entering up to 12 digits to print in the SMDR record.
A programmable confirmation tone option was added to the Agent Call Qualification feature
on a system-wide basis.
ACD Transfer Display -- This feature changes the LCD message to indicate to what ACD
group the call was transferred. The LCD indicates if the call was transferred to a station
number or a pilot group number.
Zap Tone (for Headset use) -- This feature can be enabled at agent stations to provide an
automatic connection of ACD calls to the agent. When logged in and available, the agent
hears a tone in their headset and is automatically connected to the incoming caller.

Alternate ACD Group Assignments

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

ACD Group Member Status

The Supervisors Group 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 station logged in is available,
Chapter 2 - Digital Station Features
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