Starplus Triad Xts Installation Digital Key Telephone System Instructions Guide

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Secondary Agents
Description
The Secondary Agent Assignment feature allows stations serving as secondary agents to be
entered into the ACD group. Agents can login to primary and secondary groups. Primary
agents ACD calls from their primary group are presented ahead of ACD calls in their
secondary group.
Programming Steps
1. PressFLASHand dial[60].
2. Enter the group number (550-565) on the dial pad.
3. Press HOLD. A confirmation tone...

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5. Enter a valid number (1-8) for the desired RAN Announcement Table or a (#) to remove
the entry.
6. Press HOLD to save the entry. A confirmation tone sounds and the display updates.
Supervisor Calls in Queue Status Display
Description
The Supervisor Calls in Queue Status Display feature provides a means for an ACD supervisor
to view the status of their ACD group.
This display is an idle state display that provides an indication to...

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»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

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Supervisor Monitor with Barge-In
Description
Thisfeatureisavailablewithoptionalsoftware.The ACD Supervisor Monitor with Barge-In feature
provides a means for an ACD Supervisor to monitor an agent’s call in progress and coach
sales techniques or customer relations skills. When used, a supervisor may intrude into an
agent’s call in a listen-only mode or in a true conference mode. Prior to barge-in, a supervisor
must log into the...

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5. Enter a 0 or 1 on the dial pad to enable/disable this feature.
[0] = Disabled
[1] = Enabled
6. Press HOLD to save the entry. A confirmation tone sounds.
DEFAULT…Supervisor Monitor with Barge-In feature is disabled.
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.

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The ACD Supervisor Display shows the following information:
5XX = ACD Group (550-565)
CIQ: XX = Calls in queue
AGENT(S): XX = Agents logged in
OC: hh:mm:ss = Oldest call in hours, minutes and seconds
To change the display to a different group:
Dial the ACD Supervisor Display code [577] on the dial pad, followed by the ACD group
you want to observe,
-or-
Press the preprogrammed flexible button.
Conditions
»To receive the Supervisor’s...

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5. Enter a valid station number of the desired ACD Supervisor station.
6. Press HOLD to save the entry. A confirmation tone sounds and the display updates.
To delete an ACD Supervisor Station:
1. Press [#] three times.
2. Then press the HOLD button.
Transferred Recorded Announcement
Description
The Transferred Recorded Announcement (RAN) is for CO callers who are transferred to an
ACD group. This forces callers transferred to an ACD...

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4. Press the WRAP-UP TIMER flexible button(FLASH 60, Button #6). The following message
displays:
5. Enter a valid number on the dial pad which corresponds to 000-999 seconds
(000=disable).
6. Press HOLD to save the entry. A confirmation tone sounds and the display updates.
DEFAULT…ACD Wrap-Up Timer is set for four seconds.
Zap Tone
Description
The Zap Tone feature enables ACD agents in the headset mode, to have ACD calls connected
to...

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5. Enter a 0 or 1on the dial pad to enable/disable this feature.
[0] = Disable feature
[1] = Enable feature
6. Press HOLD to save the entry. A confirmation tone sounds.
DEFAULT…Zap Tone is disabled.
Initialize ACD Group Parameters
Description
ACD Group Parameters may be initialized to set all data fields to their original, default values.
Table 4-3: ACD Group Defaults
Program
CodeFlexible
ButtonFeaturesDefault Value
(after...

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Programming Steps
1. Press the ACD GROUP flexible button (FLASH 80, Button #11). The following message
displays:
2. Press the HOLD button. A confirmation tone sounds.
PrintACDGroupParameters
Description
The Print ACD Group command dumps the entire database as a permanent record which can
serve as a hardcopy of the database. The system baud rate must match that of the printer or
receiving device.
Programming Steps
1. Press the ACD...