Vodavi XTS Station, User Manual, Page: 25 / 142

ACD/UCD 7
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.
Once the HELP button is pressed, an intercom call is placed to
the station requesting Help, and Help message will be cleared.
The Help message will also be cleared if the agent was on a call
and went back on-hook before the supervisor could respond.
In this case, Help message converts to message wait indication.
(The Agent can also clear the Help request by pressing their
HELP button a second time.)
SINGLE LINE TELEPHONE
While on a call-in-progress, the agent:
Presses the FLASH button and then dials the HELP code [574]
on the dial pad. The agent must press FLASH again to return to
their call after the code is dialed.
ACD Member Status
Any station (Supervisor or Agent) logged onto the ACD group can view
the status of the ACD group members as follows:
1. Dial ACD Group Member Status code [573] on the dial pad,
-or-
Press the preprogrammed flexible button. The display will show:
ACD Group 5XX ( XX=ACD group # ).
The status of the ACD agents is displayed with a letter following the
station number where the agent is logged in.
N = Not Equipped U = Unavailable
D = Do not Disturb B = Busy on a call
O = Out of service A = Available
NOTE -- If an Agent makes a call while out of service, their status
is out of service, not busy.
AC D 5 XX : 1 1 0 A 1 1 1 A 1 1 2 A
1 1 3 O 1 1 4 U 1 1 5 D 1 1 6 B 1 1 7 N