Triad-S 1/2/3 Acd User Guide User Guide

A  new  dimension  in  business  communications
Feature Package 3
TRIAD-S, 1/2/3
ACD User Guide
a  new  dimension  in  business  communications 

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 

I
Copyright © 2000 VODAVI Technology, Inc.
All Rights Reserved
This material is copyrighted by VODAVI Technology, Inc. Any unauthorized
reproductions, use or disclosure of this material, or any part thereof, is
strictly prohibited and is a violation of the Copyright Laws of the United
States (17 U.S.C. Section 101 et. seq.).
VODAVI reserves the right to make changes in specifications at any time
and without notice. The information furnished by VODAVI in this material
is believed to be accurate and...

Contents
ACD Agent Features ............................................................................  1
Agent Help Request   ....................................................................  1
Agent Login ............................................................................................  2
Primary Agents   .............................................................................  2
Secondary Agents  ........................................................................  3...

ii May 2000
Ta b l e s
Programmable Flexible Button Codes  .......................................   10
ACD Numbering Plan.........................................................................   13 

ACD Agent Features
Agent Help Request
The ACD Agent Help feature allows an ACD agent to signal 
their assigned supervisor for assistance.
While the agent is on a call:
Press the HELP Flexible button (if pre-programmed).
†Confirmation tone will be heard by the agent.
†HELP button LED will be lit if a supervisor is logged 
into the agent’s ACD group.
†If a supervisor is not logged in, the agent will 
receive error tone.
The ACD supervisor receives a Help request message if they 
are a member of one of the...

2Agent Login
The Help message will be cleared after the supervisor’s 
HELP button is depressed.
Agent Login
Primary Agents
The Primary Agent Assignment feature allows the stations 
serving as primary agents to be entered into the ACD 
group. Agents can login to both a primary and secondary 
group. A primary agent’s ACD calls from their primary 
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:...

Agent Login 3
Secondary Agents
The Secondary Agent Assignment feature allows the 
stations serving as secondary agents to be entered into the 
ACD group. Agents can login to both a primary and 
secondary group. A secondary agent’s ACD calls from their 
primary group are always presented ahead of any ACD calls 
in their secondary group. 
1. Press the SECONDARY AGENT flexible button (if pre-
programmed). The display shows:
Figure 2: Secondary Agent Setup Display
-or-
Dial [582] + [UUU]. (UUU = 550-565)
2....

4Agent Login
To block ACD calls (Unavailable mode):
Dial [566], or press AVAIL/UNAVAIL Flexible button (if 
pre-programmed).
Figure 3: ACD Unavailable Display
.
Call Qualification
This feature allows an ACD agent to enter codes on ACD 
type calls that identifies the call. 12 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....

Agent Login 5
Calls In Queue
From an idle display key telephone:
1. Dial [567], or press the QUEUE Flexible button (if pre-
programmed). ON/OFF button LED lights steady.
2. Dial a three-digit ACD group number (550-565).
Your display will tell you how many calls are in queue 
for that group. (Dynamic update of display occurs as 
queue condition changes.)
Figure 4: ACD Calls in Queue Display
3. Replace handset or press ON/OFF button to terminate.
Overflow Station – Available/Unavailable Mode
If you are an...