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 reliable, but is not warranted to be true in
all cases.
STARPLUS
TM  and TRIADTM
are registered trademarks of VODAVI Technology, Inc.
seh/2000
Issue Release Date Changes
1 12-98 Includes Feature Package 1 enhancements.
28-99
†Includes Feature Package 2 {FP2} enhancements. 
†User Guide content contains extensive revisions.
35-00
†Includes Feature Package 3 {FP3} enhancements. 
†User Guide has been reformatted.
LIFE SUPPORT APPLICATIONS POLICY
VODAVI Technology, Inc. products are not authorized for and should not
be used within Life Support applications. Life Support systems are
equipment intended to support or sustain life and whose failure to
perform when properly used in accordance with instructions provided
can be reasonably expected to result in significant personal injury or
death.
VODAVI Technology, Inc. warranty is limited to replacement of defective
components and does not cover injury to persons or property or other
consequential damages. 
						

							Contents
ACD Agent Features ............................................................................  1
Agent Help Request   ....................................................................  1
Agent Login ............................................................................................  2
Primary Agents   .............................................................................  2
Secondary Agents  ........................................................................  3
Available/Unavailable Mode  ....................................................  3
Call Qualification   ..........................................................................  4
Calls In Queue   ...............................................................................  5
Overflow Station – Available/Unavailable Mode  ...............  5
ACD Supervisor Features ...................................................................  6
Group Member Status  ................................................................  6
Monitor w/Barge-In  .....................................................................  7
Queue Status   .................................................................................  8
Supervisor Login   ..........................................................................  9
Supervisor Logout   .......................................................................  9
User Programming  ............................................................................  10
Programming Flexible Buttons  .............................................  10
Directory Worksheets  .......................................................................  12
Flexible Button Programming Worksheet  ................... 12
Speed Dial Bin Programming Worksheet  .................... 12
ACD Numbering Plan  .......................................................... 13
Figures
Primary Setup Display   ........................................................................  2
Secondary Agent Setup Display   .....................................................  3
ACD Unavailable Display   ...................................................................  4
ACD Calls in Queue Display   ..............................................................  5
ACD Group Member Display  ............................................................  6
ACD Queue Status Display  ................................................................  8 
						

							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 ACD groups they are assigned 
to. The Help function sends a Camp-On tone to the 
supervisor’s speaker. The Help request takes precedence 
over any other messages and can be cleared by the 
supervisor by pressing their HELP button.
When the supervisor receives a Help request, they can 
press the HELP button followed by the OVERRIDE button to 
bridge onto the ACD group member’s call. The HELP 
button will place an intercom call to the station requesting 
help.
A Flexible button must be programmed to use some of 
the following features. Refer to 
Programming Flexible 
Buttons
. 
						

							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:
Figure 1: Primary Setup Display
-or-
Dial [571]+ [UUU].  (UUU = 550-565)
2. Enter your 4-digit ID. Confirmation sound is heard and 
display updates with new primary agent number listed.
Only Digital Telephones are capable of activating this 
feature.
A Flexible button must be programmed to use some of 
the following features. Refer to Programming 
Flexible Buttons.
ENTER AGENT ID
MM/DD/YY HH:MM:SS 
						

							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. Enter 4-digit ID. Confirmation is heard and the display 
updates with new secondary agent number listed.
To logout:
Dial [581].
Available/Unavailable Mode
If you are an ACD Agent, you may place your station in the 
Available mode to receive ACD calls, or the Unavailable 
mode to block ACD type of calls from ringing your station.
To receive ACD calls (Available mode):
Dial [566], or press the AVAIL/UNAVAIL Flexible button 
(if pre-programmed). You may now receive calls.
ENTER AGENT ID;
MM/DD/YY HH:MM:SS 
						

							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.
3. Enter a [
✳] to complete the sequence.
A short burst confirmation tone will be heard through 
the keyset speaker, if programmed.
UNAVAILABLE ACD *125*
MM/DD/YY HH:MM am
Activating this feature makes you UNAVAILABLE to 
both Primary and Secondary ACD Groups. 
						

							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 ACD Overflow station, you may place your 
station in the Available mode to receive ACD calls, or the 
Unavailable mode to block ACD calls from ringing your 
station.
To receive ACD calls (Available mode):
Dial the Available/Unavailable code [578], or press the 
AVAIL/UNAVAIL Flexible button (if pre-programmed).
To block ACD calls (Unavailable mode):
Dial the Available/Unavailable code [578], or press the 
AVAIL/UNAVAIL Flexible button (if pre-programmed).
ACD5XX 00 CALLS IN QUEUE
MM/DD/YY HH:MM am
This feature cannot be used with a call-in-progress 
and the station will be considered busy for incoming 
calls. The indicator will only display calls in queue 
for the Primary group.