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

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Page 11

6ACD Supervisor Features
ACD Supervisor Features
Group Member Status
This feature provides a means for an ACD supervisor/Agent 
to view the status of the 16 ACD groups in the system. This 
display will tell the supervisor which stations are logged 
into the group, if the station logged in is available/
unavailable, out of service, in DND, or busy on a call. The 
display 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...

Page 12

ACD Supervisor Features 7
2. Dial an [✳] to scroll up to the next ACD group, or a [#] to 
scroll down to the previous ACD group.
Monitor w/Barge-In
This feature allows an ACD supervisor to monitor an agent’s 
call in progress in order to provide assistance in training 
ACD personnel. A supervisor may intrude onto an agent’s 
call in a listen only mode or in a true conference mode. This 
feature is available with or without a warning tone.
To monitor call in listen only mode:
1. Dial the three-digit...

Page 13

8ACD Supervisor Features
To join the conversation in a true Conference mode:
Depress the MUTE button.
Queue Status
This feature allows an ACD supervisor to view the status of 
their ACD group. This display is an idle state display and will 
prompt a supervisor that a group is having problems 
answering all their calls. The display will tell the supervisor 
how many calls are in queue, how many agents are logged 
into the ACD group, and the length of time in minutes that 
the oldest call has been in...

Page 14

ACD Supervisor Features 9
If the supervisor wants to change the display to a different 
group:
Dial the Queue Status code [577] followed by the new 
ACD group number (550-565) the supervisor wants to 
observe, or press the QUEUE STATUS Flexible button.
Supervisor Login
The Supervisor Login/Logout feature provides a means for 
a supervisor to log into one of the ACD groups and monitor 
calls. For a supervisor to be placed into an active ACD state, 
the supervisor must first login.
1. Lift the handset or...

Page 15

10 User Programming
The LOGIN Flexible button LED will extinguish.
User Programming
Programming Flexible Buttons
1. Press the SPEED button twice.
2. Press button to be programmed ( it must be 
programmed in the database as a Flexible button ).
3. Dial the desired 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...

Page 16

User Programming 11
To erase a flexible button:
1. Press the SPEED button twice.
2. Press the flexible button to be erased.
3. Press the FLASH button. 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...

Page 17

12 Directory Worksheets
Directory Worksheets
Flexible Button Programming Worksheet
Speed Dial Bin Programming Worksheet
1234
5678
9101112
13141516
17181920
21222324
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

Directory Worksheets 13
ACD Numbering Plan
Feature Code Feature Code
ACD
* Agent Help 574 ICLID Display (Answered Calls) 659
ACD* Agent Login (Primary Group) 572+[5UU] ICLID Display (Unanswered Calls) 635
ACD* Agent Login (Secondary Group) 582+[5UU] Incoming CO Call Transfer 639
ACD* Agent Logout (Primary Group) 571 Internal All Call Page 709
ACD* Agent Logout (Secondary Group) 581+[5UU] Internal Page Zone 1-8 701-708
ACD* Call Qualifier Code 570+[ YYY ] Keyset Mode 648+[#,6]
ACD* Group Member Status...

Page 19

14 Directory Worksheets 
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