Vodavi Starplus Triad-S, Manual

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4-4 Automatic Call Distribution
Chapter 4 - Call Distribution - ACD/UCD
Conditions
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Up to five (5) messages can be left at any supervisor station.
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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.
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A flexible button must be programmed for this feature.
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Only Digital Telephones can activate this feature.
ACD/UCD Calls In Queue Status Display
Description
This feature allows an ACD station (12/24 button executive only) to monitor the calls in queue
information for a particular group. The button LED indicates that there are calls in queue.
The agent automatically receives an enhanced Calls in Queue display on the LCD whenever
there is a call in queue.
Refer to “UCD Calls In Queue Display” on page 4-45 for UCD-specific information.
Related Information
Operation
In-service ACD agents and the assigned overflow station automatically see the quantity of
calls in queue on the LCD of their station for the ACD group of which they are a member. If
every member of the ACD group is busy and calls are in queue, the Supervisor/Agent Queue
Status display is seen at all ACD members of that group.
There are two methods for stations not assigned to the ACD Group to monitor the ACD Calls
In Queue Status Display. The first method requires pressing one preprogrammed flexible
button, or dialing the feature code, followed by entering the ACD group number that you
desire to monitor. The second method uses one or more preprogrammed flexible buttons to
immediately access ACD Calls In Queue Status Display(s) with a single press of the flexible
button. This second method allows a supervisor to more quickly monitor a specific ACD
group or switch between monitoring of several groups under their supervision.
First Method - From an idle key telephone:
1. Dial the ACD Calls In Queue Status Display feature code [567] on the dial pad,
-or-
Press the preprogrammed flexible button.
2. Dial the ACD Group number (550-565). ON/OFF button LED lights steady.
Quick Reference
➡
Flash 60 Button #5 Calls in Queue Threshold (Refer to
“Calls in Queue
Threshold” on page 4-13
.)
This feature cannot be used with a call in progress. The station is considered busy for
incoming calls during this operation. Each time this feature is used, wrap-up is started.
If an ACD member is taken out of the group (e.g., DND, All Call Forward, Unavailable,
etc.) they do not receive calls in queue information.