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