Vodavi Starplus Triad-S, Manual

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4-26 Automatic Call Distribution
Chapter 4 - Call Distribution - ACD/UCD
The ON/OFF button LED lights steady and the Queue Status display shows the following
information:
XXXX = ACD Group number
CC = Number of calls in queue
AA = Number of agents logged in
HH:MM:SS = Time length of oldest call in hours, minutes and seconds
To change the display to another group:
Dial [577] on the dial pad, followed by the ACD group number (550-565) that the
supervisor wants to observe.
-or-
Press the preprogrammed flexible button.
Conditions
»
To receive the supervisor queue status display, the station must be logged in as a
supervisor and the supervisor flexible code must be used.
»
ACD supervisors receive the queue status display in real time.
»
The queue status display is only given when the ACD group member or supervisor’s
station is not receiving a higher priority display, such as HELP or Out-Of-Service, or other
applicable off-hook events are taking place at the station.
»
The supervisor queue status display is saved in battery-backed memory.
»
When a supervisor logs out of the group presently displayed, they must enter a new
request for queue status display.
Supervisor Login/Logout
Description
The Supervisor Login/Logout feature provides a means for a supervisor to log into one of the
ACD groups and monitor calls.
Operation
To log in, dial Login Code [576] on the dial pad, followed by the desired ACD group
number (550-565),
-or-
Press a preprogrammed Login flexible button. Flexible button must have [576] + [XXXX],
(where XXXX = the ACD Group number), programmed onto it.
The Supervisor enters a unique Supervisor ID code (0000-9999). The Login flexible button
LED is lit steady. A confirmation tone sounds and the supervisor is logged onto the ACD
group. The ON/OFF LED extinguishes if the supervisor started the sequence in the
handsfree mode. When the supervisor logs in, an ACD login event is sent to the ACD
Events Trace port, if active.
X X XX : C I Q: CC AG E N T (S ): A A
OL D E S T C AL L:
HH :MM :SS