Starplus Triad S Product Manual

5-10 A nsw ering Machine Emul atio n
Answering Machine Emulation
Whe n a cal l i s s ent t o a voi ce ma il box, t he st at ion a ssoci at ed wi t h th at ca n
pr ess a pr e-p rogr am med but ton to li st en to th e c a ll er l ea ving t he voic e
mail message. If the mailbox owner decides to speak with the caller, they
c an p re ss th e p re -pr o gr amme d b u tt o n t o b e c o nn ec t ed to the c al l er .
Two methods of notification are a vaila ble , a Ring Mode or a Spe ake r
Mode. The...

Ans wering Machin e Emulat ion 5 -11
Conditions
†TheusermusthaveanElectronicorDigitalKeyset.
†Thekeysetmusthaveapre-programmedANSWERMACHINEflex
but ton.
†After the in-band digits are sent to the voice mail, the station’sflexible
button status is checked. The feature is executed based on this check.
The result of the checkisasfollows:
- Inac tive = no fe ature ope ra tion e xecuted
- Active = feature executed as per b utton fu nction ( ring mod e or
speaker mode)
†An id le st at io n c an pre ss t he f le...

5-12 Auto mat ic Cal l Dis tributio n (ACD )
Automatic Call Distribution (ACD)
The ACD feature is available with optional software.Whe n pur chas ed,
Uniform Call Distribution (UCD) is not used and is replaced by the ACD
functions identified below. Sixteen Automatic Call Distribution (ACD)
gro ups ca n be progra mmed, each containing up to 32 three- digit station
numbe rs .
ACD A g en t He lp
The ACD Agent HELP feature provides a means for an ACD agent to signal
the i r a ssi gne d s uper vi sor for a...

Auto ma ti c C al l D is tr i but i on (AC D ) 5 - 13
Conditions
†Up t o f ive me ssa ges can be le ft at a ny sup er vi sor s ta ti on.
†The sup er vi sor can cance l a He lp re que st si gna l b y pr es si ng t hei r
flashing H ELP b utton. A call is pla ced to the ag ent reque sting He lp. If
the agent is on a call, the supervisor can press the BARGE-IN button
to mo ni to r t he c all o r gi ve as si st anc e.
Agent Login/Logout
The Age nt Login/L ogout fea ture le ts a n Agent log into a Primary a...

5-14 Auto mat ic Cal l Dis tributio n (ACD )
Second ary Group
Tolog ina n ACD Secondary Group:
Di al LOGI N C ODE[ 582]on the dia l pad, followed by the desired ACD
grou p numb er (5 XX),
-or -
Pr es s a pr e- pr ogra mmed LOGI N f le x but t on.
The Agent enters their unique AGENT ID code (0000-9999). The
LOGIN f le x button LE D is lit ste ady. A confirma tion tone is he ard and
the a gent i s logge d on to the ACD group.
†The ON/OFF LED extinguishes if the agent started the sequence
in the ha ndsf re...

Auto ma ti c C al l D is tr i but i on (AC D ) 5 - 15
se con dar y m emb er.
ACD Agent Queue Status Display
Fr om a n i dle ke y t el ep hone:
1 . Di al [5 67 ] on th e d ial p ad,
-or -
Pr es s p re -pr ogr amme d fl e x button .
2. Dial the ACD group number (5XX). ON/OFF button LED lights steady.
†The Ag ent Qu eue Status disp lay shows the following information:
5X X = AC D G r o u p ( 55 0- 5 65 )
†This idle display tells the agent and/or their supervisor how many
calls are in queue.
3. Replace...

5-16 Auto mat ic Cal l Dis tributio n (ACD )
From a n i dl e k ey tel ephone :
The pre-programmed flex button for the ACD group being monitored is
flashing a t 240 ip m indicating the re a re calls in que ue.
1 . Pr es s t he pr e- pro gram med fl ex b utt on. The A gent Q ueue S ta tus
display s hows the following:
5X X = AC D G r o u p ( 55 0- 5 65 )
The idle disp lay te lls the a gent a nd/or the ir s uperv is or how many
calls are in queue.
2. Replace the handset or press the ON/OFF button to...

Auto ma ti c C al l D is tr i but i on (AC D ) 5 - 17
Making a St ation U na vailable
Di al [5 66 ] on th e d ial p ad,
-or -
Press the pre-programmed AVAILABLE/UNAVAILABLE button. You are
now b locked from receiving ACD calls .
ACD Call Factor
The C all F ac to r f eat ur e is use d e xc lus iv el y wi th t he d igi t al voi c e m ail t o
pr ovid e the av er age cal l dur ati on to the cal le r . T his fe at ure can be
activated from administration (Flash 60, Button #14) or the ACD
supe r vis or ca n...

5-18 Auto mat ic Cal l Dis tributio n (ACD )
†The QUALIFY button is programmed using a flex code [570+##] or a
spe ed bin numb er [570+YY ]. T he spe ed bin num ber can also h ave
the C all Q u al if ie r co de.
ACD G ro up Me mb e r St a t us
The ACD Group Member Status feature provides a means for an ACD
Supervisor/Agent to view the status of the 16 ACD groups in the system.
Thi s d isp la y t el ls the Sup er vi sor /A ge nt which st ati ons ar e l ogge d in to t he
gro up, a nd i f t he st at i ons l...

Auto ma ti c C al l D is tr i but i on (AC D ) 5 - 19
Conditions
†The A CD Group Memb er s St atus di sp lay is upd ate d a t the t im e t he
code is di al ed.
†If an ag ent made a cal l whil e o ut of ser v ice, the st at us woul d be out o f
se rv ice, not bus y.
ACD Ove rflow Station - Avai lable/Unavail abl e Mode
If yo u are a n A CD Ov er flo w st at io n, yo u may pla c e yo ur st at io n in the
Av ai lab le mode t o r ec e iv e A CD c al ls , or you may pla c e y our s ta ti on i n t he
Unav...