STARPLUS Triad 1, Product Description Manual

Page: 195 / 496

Automatic Call Distribution 6-17
Chapter 6 - Digital Station Operation
Conditions
Only one 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 Triad 1/2/3 Digital System does not verify the supervisor’s ID codes, other than
requiring that four digits are entered.
Supervisor Monitor With Barge-In
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.
The ACD supervisor can intrude on an agent’s call in the Listen Only mode as follows:
1. Dial the agent’s station number.
2. Upon hearing a busy tone, press the preprogrammed Barge-In flexible button.
The conversation in progress sounds by the Supervisor on the handset receiver and
the Supervisor’s MUTE button LED is lit indicating that the Supervisor’s transmit is
muted.
If the Supervisor wishes to participate in the conversation in a true conference mode,
they can press the MUTE button which removes mute.
Conditions
Supervisors are granted the Barge-In option if they log in at a station with the ACD
Supervisor Barge-In enabled in station programming.
Supervisors can only Barge-In on calls of ACD group(s) members into which they are
logged.
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.
The Executive Override Code 625 programs the Supervisor Monitor with
Barge-In feature onto a flexible button.