Vodavi Starplus Triad-S, Manual

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4-20 Automatic Call Distribution
Chapter 4 - Call Distribution - ACD/UCD
DEFAULT … Trace Port Assignment is set to port 1.
Primary Agents
Description
The Primary Agent Assignment feature allows stations serving as primary agents to be
entered into the ACD group. Agents can login to primary and secondary group. Primary
agents ACD calls from their primary group are presented ahead of ACD calls in their
secondary group.
Programming Steps
1. Press FLASH and dial [60] .
2. Enter the ACD Group number (550-565) on the dial pad.
3. Press HOLD. A confirmation tone sounds and the display updates.
4. Press the PRIMARY AGENT flexible button
(FLASH 60, Button #7)
. The following message
displays:
5. To add a station as a primary agent of the ACD group, use the dial pad as follows:
Enter XXXX 1 (XXXX = flexible station number).
Press the HOLD button.
6. To delete a station from being a primary agent of the ACD group, use the dial pad as
follows:
Enter XXXX 0 (XXXX = flexible station number).
Press HOLD to save the entry. A confirmation tone sounds and the display updates.
7. To view primary agents in the ACD group, press button #7. (Each depression toggles
through seven agents at a time.)
Primary Recorded Announcement
Description
A primary recorded announcement (RAN) may be assigned to the group. This message is the
first one presented to the caller, if the guaranteed message has not been enabled and the call
has been transferred to the ACD Group.
This message plays after the Ring Timer expires and no agents are available.
Programming Steps
1. Press FLASH and dial [60] .
2. Enter the ACD Group number (550-565) on the dial pad.
Overflow Station Forward (Flash 06, Button #6) allows/disallows excess calls to be
forwarded to another station.
ACD Agent Recall (Flash 06, Button #12) allows/disallows calls that have been
transferred from an ACD Agent to recall the Agent.
A X X XX PR I M AR Y AG E N T S
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