Vodavi Starplus Triad-S, Manual

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Automatic Call Distribution 4-29
Chapter 4 - Call Distribution - ACD/UCD
Operation
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.
»
Only one station at a time can be programmed when using a flexible station number.
»
When in Flash 51 programming, if you press HOLD without specifying a flexible number
to be programmed, you will get the station that is in port/station 100.
Supervisor Station Assignment
Description
The ACD Supervisor Station assignment feature provides a means to assign each ACD group
a supervisor. This Supervisor Station can receive the calls in queue display in real time,
receives No Answer/Out of Service conditions, HELP displays from the groups to which the
supervisor is assigned, and can barge-in on active calls in their ACD Group or groups.
A supervisor can be assigned in ADMIN to a group or groups to receive the help request and
out of service (OOS) messages. If a supervisor station is assigned in ADMIN, it is considered
logged in. A supervisor can dial a supervisor login code [576], followed by the ACD group that
the supervisor is logging into and their 4-digit Agent ID number.
Programming Steps
To establish an ACD Supervisor Station:
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 ACD SUPV flexible button
(FLASH 60, Button #4) .
5. Enter a valid flexible station number of the desired ACD Supervisor station.
The Executive Override Code 625 programs the Supervisor Monitor with
Barge-In feature onto a flexible button.
A X X XX S U PE R V IS OR S TA
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