Vodavi Starplus Triad-S, Manual

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Automatic Call Distribution 4-3
Chapter 4 - Call Distribution - ACD/UCD
Automatic Call Distribution
Description
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 in the following sections.
Sixteen (16) Automatic Call Distribution (ACD) groups can be programmed, each containing
up to 252 station numbers.
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.
ACD Help
Description
The ACD Agent HELP feature provides a means for an ACD Agent to signal their assigned
supervisor for assistance.
Operation
While on a call in progress, the Agent presses their preprogrammed HELP flexible
button and the following occurs:
A confirmation tone sounds. 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 flexible
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.
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ELECTRONIC TELEPHONE
Not applicable
SINGLE LINE TELEPHONE
Not applicable