Vodavi STARPLUS Triad-S 1 User Manual Download | Manualshive

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A new dimension in business communications

Feature Package 3

TRIAD -S, 1/2/3

ACD User Guide

a new dimension in business communications

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Summary of Contents for STARPLUS Triad-S 1

Page 1: ...A new dimension in business communications Feature Package 3 TRIAD S 1 2 3 ACD User Guide a new dimension in business communications ...

Page 2: ...TRIADTM S 1 2 3 Digital Telephone Systems Feature Package 3 Automatic Call Distribution ACD User Guide Issue 3 May 2000 P N 8055 00 ...

Page 3: ... Inc seh 2000 Issue Release Date Changes 1 12 98 Includes Feature Package 1 enhancements 2 8 99 Includes Feature Package 2 FP2 enhancements User Guide content contains extensive revisions 3 5 00 Includes Feature Package 3 FP3 enhancements User Guide has been reformatted LIFE SUPPORT APPLICATIONS POLICY VODAVI Technology Inc products are not authorized for and should not be used within Life Support...

Page 4: ...up Member Status 6 Monitor w Barge In 7 Queue Status 8 Supervisor Login 9 Supervisor Logout 9 User Programming 10 Programming Flexible Buttons 10 Directory Worksheets 12 Flexible Button Programming Worksheet 12 Speed Dial Bin Programming Worksheet 12 ACD Numbering Plan 13 Figures Primary Setup Display 2 Secondary Agent Setup Display 3 ACD Unavailable Display 4 ACD Calls in Queue Display 5 ACD Grou...

Page 5: ...ii May 2000 Tables Programmable Flexible Button Codes 10 ACD Numbering Plan 13 ...

Page 6: ...r receives a Help request message if they are a member of one of the ACD groups they are assigned to The Help function sends a Camp On tone to the supervisor s speaker The Help request takes precedence over any other messages and can be cleared by the supervisor by pressing their HELP button When the supervisor receives a Help request they can press the HELP button followed by the OVERRIDE button ...

Page 7: ...imary group are always presented ahead of any ACD calls in their secondary group 1 Press the PRIMARY AGENT flexible button if pre programmed The display shows Figure 1 Primary Setup Display or Dial 571 UUU UUU 550 565 2 Enter your 4 digit ID Confirmation sound is heard and display updates with new primary agent number listed Only Digital Telephones are capable of activating this feature A Flexible...

Page 8: ... programmed The display shows Figure 2 Secondary Agent Setup Display or Dial 582 UUU UUU 550 565 2 Enter 4 digit ID Confirmation is heard and the display updates with new secondary agent number listed To logout Dial 581 Available Unavailable Mode If you are an ACD Agent you may place your station in the Available mode to receive ACD calls or the Unavailable mode to block ACD type of calls from rin...

Page 9: ...2 digits can be entered however only up to four digits can be entered for the ACD SMDR reporting function While on a call 1 Press the CALL QUALIFY Flexible button if pre programmed 2 Then enter the four digit qualify code 3 Enter a to complete the sequence A short burst confirmation tone will be heard through the keyset speaker if programmed UNAVAILABLE ACD 125 MM DD YY HH MM am Activatingthisfeat...

Page 10: ...Mode If you are an ACD Overflow station you may place your station in the Available mode to receive ACD calls or the Unavailable mode to block ACD calls from ringing your station To receive ACD calls Available mode Dial the Available Unavailable code 578 or press the AVAIL UNAVAIL Flexible button if pre programmed To block ACD calls Unavailable mode Dial the Available Unavailable code 578 or press...

Page 11: ...play could be used to determine why there are so many queued calls in a specific group N Not equipped D Do Not Disturb O Out of Service U Unavailable B Busy on a call A Available Figure 5 ACD Group Member Display Any station Supervisor Agent logged into the ACD group can bring up the Group Member display by 1 Dial the Group Member Status code 573 or press the STATUS Flexible button if pre programm...

Page 12: ...number of the agent s station 2 Upon hearing a busy tone press the BARGE IN Flexible button if pre programmed The conversation in progress will be heard by the supervisor on the handset and the supervisor s MUTE LED will be lit indicating that the supervisor s transmit is muted To return to an idle display The station Supervisor Agent can return to an on hook condition TheExecutiveOverridecode 625...

Page 13: ...in minutes that the oldest call has been in queue Figure 6 ACD Queue Status Display For the supervisor station logged into the ACD group to obtain the calls in queue display Dial the Queue Status code 577 followed by the ACD group 550 565 that the supervisor wants to observe or press QUEUE STATUS Flexible button if pre programmed TheuseofSupervisorMonitorwithBarge Inislimitedby federal law and may...

Page 14: ...N OFF button 2 Dial the LOGIN code 576 followed by the ACD group number 550 565 that the Supervisor is going to log into or press the LOGIN Flexible button if pre programmed 3 Enter unique SUPV ID code 0000 9999 The LOGIN button LED will be lit steady Confirmation tone is heard and the supervisor is logged onto the ACD group Supervisor Logout For a supervisor to remove himself from the ACD group a...

Page 15: ... code When the supervisor logs out and removes themselves from the ACD group an ACD Logout event is sent to the active ACD SMDR port Programmable Flexible Button Codes Code Feature 55 A ACD Group Pilot Numbers 566 ACD Available Unavailable 567 UUU a ACD Calls In Queue 570 BB b ACD Call Qualifier 571 ACD Agent Logout Primary Group 572 UUU ACD Agent Login Primary Group 573 ACD Group Member Status 57...

Page 16: ...on Confirmation tone will be heard 4 Replace handset or press ON OFF button 576 55 A ACD Supervisor Login 577 55 A ACD Supervisor Queue Status 578 ACD Overflow Station Available Unavailable 581 ACD Agent Logout Secondary Group 582 ACD Agent Login Secondary Group a UUU 550 565 b BB Button Number Programmable Flexible Button Codes Code Feature ...

Page 17: ...ng Worksheet Speed Dial Bin Programming Worksheet 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 BIN 000 BIN 010 BIN 001 BIN 011 BIN 002 BIN 012 BIN 003 BIN 013 BIN 004 BIN 014 BIN 005 BIN 015 BIN 006 BIN 016 BIN 007 BIN 017 BIN 008 BIN 018 BIN 009 BIN 019 ...

Page 18: ...FWD 8 Pool Group 81 87 Call Forward Busy No Answer FWD 9 Repeat Redial 643 Call Fwd Clear DND Personalized Msgs 662 Save Number Redial SPEED 6 Call Forward No Answer FWD 7 Scroll Canned Messages 637 6 Call Forward Off Net FWD 6 Specific CO Line 88 LLL Call Park Location 43 C Speed Dial Access SPEED YYY Call Park Pickup 0 Station Relocate 636 XXX Clear Personalized Messages 633 00 Tone Mode Ring Op...

Page 19: ...14 Directory Worksheets ...

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