Supervisor/Agent Calls In Queue Status Display; Wrap-Up Timer Per Acd Group; Automatic Selection/Line Access - STARPLUS Triad 1 Product Description Manual

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Chapter 2 - Digital Station Features
Monitor with Barge-in is available with or without a warning tone.
Station Assignment Feature -- The ACD Supervisor Station Assignment feature provides a
means to assign each ACD group a supervisor. This supervisor station can:
Receive calls in queue display in real time.
Receive No Answer/out-of-service.
Receive HELP displays from assigned groups.
Can barge in on active calls in their ACD group or groups.

Supervisor/Agent Calls in Queue Status Display

The Calls in Queue Status Display feature provides a means for an agent and ACD supervisor
to view the status of their ACD group.
This display is an idle state display and prompts a supervisor that agents in the group are
having problems answering all their calls. The display tells the agent and their supervisor how
many calls are in queue, how many agents are logged into the ACD group, and the length of
time that the oldest call has been in queue.
This feature displays the oldest call in queue duration in hours, minutes, and seconds. When
an ACD agent is on a CO call, the LCD displays trunk name and call duration of the present call
in the lower half of the display.
This feature allows an ACD station (12/24 button executive only) to assign multiple buttons
that display the calls in queue information for a particular group on the LCD. The button LED
indicates the number of calls in queue.

Wrap-Up Timer Per ACD Group

The Wrap-Up Timer allows an ACD agent time to complete paperwork and computer entries
associated with the ACD call. This timer feature is programmable for each ACD Group in the
system.

Automatic Selection/Line Access

Each digital station may have their phone programmed to access a particular CO Line, such as
a private line or a line from a Group of CO lines upon going off-hook. This is useful in Centrex
or PBX applications when station users have dedicated or individual lines.
The user can select an outside line, intercom station, speed dial button or dial a feature and
automatically place the phone in the dialing mode without pressing the ON/OFF button or
lifting the handset.
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.
A change in volume may occur on the CO line or intercom call after the barge-in
occurs.
Automatic Selection/Line Access