Triad-S 1/2/3 Acd User Guide User Guide
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![Page 8
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....](http://img.usermanuals.tech/thumb/5738/86475/w64_vodavi-starplus-triad-s-1-2-3-acd-user-guide-feat-pkg-3_d-7.png "Page 8
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....")
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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....](http://img.usermanuals.tech/thumb/5738/86475/w64_vodavi-starplus-triad-s-1-2-3-acd-user-guide-feat-pkg-3_d-8.png "Page 9
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....")
![Page 10
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...](http://img.usermanuals.tech/thumb/5738/86475/w64_vodavi-starplus-triad-s-1-2-3-acd-user-guide-feat-pkg-3_d-9.png "Page 10
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...")
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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...](http://img.usermanuals.tech/thumb/5738/86475/w64_vodavi-starplus-triad-s-1-2-3-acd-user-guide-feat-pkg-3_d-11.png "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...")
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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...](http://img.usermanuals.tech/thumb/5738/86475/w64_vodavi-starplus-triad-s-1-2-3-acd-user-guide-feat-pkg-3_d-13.png "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...")
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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...](http://img.usermanuals.tech/thumb/5738/86475/w64_vodavi-starplus-triad-s-1-2-3-acd-user-guide-feat-pkg-3_d-14.png "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...")
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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...](http://img.usermanuals.tech/thumb/5738/86475/w64_vodavi-starplus-triad-s-1-2-3-acd-user-guide-feat-pkg-3_d-15.png "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...")
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 Service (U) = Unavailable (B) = Busy on a call (A) = Available Figure 5: ACD Group Member Display Any station (Supervisor/Agent) logged into the ACD group can bring up the Group Member display by: 1. Dial the Group Member Status code, [573], or press the STATUS Flexible button (if pre-programmed). A Flexible button must be programmed to use some of the following features. Refer to Programming Flexible Buttons . ACD 5XX 110A 111A 112A 113O 114U 115D 116B 117N
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 station number of the agents station. 2. Upon hearing a busy tone, press the BARGE-IN Flexible button (if pre-programmed). The conversation in progress will be heard by the supervisor on the handset, and the supervisor’s MUTE LED will be lit indicating that the supervisor’s transmit is muted. To return to an idle display: The station (Supervisor/ Agent) can return to an on-hook condition. The Executive Override code [625] is used to program this feature onto a flexible button. Executive Override is a System feature and therefore takes precedence over this feature. If Supervisor Monitor w/Barge-In is to be used properly, Executive Override MUST be disabled, otherwise the Barge-In is performed with the MUTE button OFF.
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 queue. Figure 6: ACD Queue Status Display For the supervisor station logged into the ACD group to obtain the calls in queue display: Dial the Queue Status code [577] followed by the ACD group (550-565) that the supervisor wants to observe, or press QUEUE STATUS Flexible button (if pre- programmed). The use of Supervisor Monitor with Barge-In is limited by federal law and may also be limited or prohibited by state or local laws. Check the relevant laws in your area before employing these features. A change in volume may occur on the CO Line or intercom call after the barge-in occurs 5XX; CIQ: XX AL:XX OC:XXX MM/DD/YY HH:MM:SS
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 press the ON/OFF button. 2. Dial the LOGIN code [576] followed by the ACD group number (550-565) that the Supervisor is going to log into, or press the LOGIN Flexible button (if pre- programmed). 3. Enter unique SUPV ID code (0000-9999). The LOGIN button LED will be lit steady. Confirmation tone is heard and the supervisor is logged onto the ACD group. Supervisor Logout For a supervisor to remove himself from the ACD group as an active agent: 1. Lift handset or press ON/OFF button. 2. Dial the LOGOUT code, [575] followed by the ACD group number (550-565) that the supervisor is going to log out of, or press the LOGOUT Flexible button (if pre- programmed). When the supervisor logs in, an ACD login event is sent to the active ACD SMDR port.
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 Available/Unavailable 567[UUU] aACD Calls In Queue 570[BB] bACD Call Qualifier 571 ACD Agent Logout (Primary Group) 572[UUU] ACD Agent Login (Primary Group) 573 ACD Group Member Status 574 ACD Supervisor/Agent Help 575 ACD Supervisor Logout
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 Feature
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
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 Display 573 Last Number Redial [SPEED]+[#] ACD* Group Pilot Numbers 5+[UU] Least Cost Routing (LCR) Access 9 ACD * Status Overflow Avail/Unavail 578 LCR Queue Cancel 626 ACD* Supervisor Login 576+[5UU] Meet-Me-Page Answer 770 ACD* Supervisor Logout 575+[5UU] Message Wait 623 ACD* Supervisor Queue Status Display 577+[5UU] Modem Via DISA Access or Tfr 499 ACD* Available/Unavailable 566 Name in Display Programming 690 ACD* Calls in Queue Display 567 Off-Hook Preference 691+[BB] All Call Forward [FWD] OVHO Enable 628 All Call Page 700 Personalized Messages 633+[ZZ] Attendant 0 Personalized Msg Flexible Btn 633+[#] Background Music 632+[0,1,2] Personal Park 438 Call Forward - Busy [FWD]+[8] Pool Group 81-87 Call Forward - Busy/No Answer [FWD]+[9] Repeat Redial 643 Call Fwd - Clear DND, Personalized Msgs 662 Save Number Redial [SPEED]+[ 6] Call Forward - No Answer [FWD]+[7] Scroll Canned Messages 637+[#]+[#,6] Call Forward - Off Net [FWD]+[6] Specific CO Line 88+[LLL] Call Park Location 43+[C] Speed Dial Access [SPEED]+[ YYY ] Call Park Pickup #0 Station Relocate 636+[XXX] Clear Personalized Messages 633+[00] Tone Mode Ring Option 6#+[XXX] CO Line Group (If LCR is enabled) 800 UCD Group Pilot Numbers 55+[U] CO Line Groups 1-24 801-823 Universal Day/Night Answer #5 Dial By Name 6 6VM Group Pilot Numbers 44+[ V ] Dial Speed Directory 680 Distinctive Ring 695 Do Not Disturb 631LEGENDS: Executive Override/Monitor Barge-in 625BB = Button Number Extension Numbers - Tr ia d-S100-131C = Call Park Location 0-7 Extension Numbers - Tr ia d 1/2100-171H = Hunt Group Number 0-7 Extension Numbers - Tr ia d 3100-351LLL = Line Number 001-144 External All Call Page - Tr iad 1/2 /376+[O]P = External Page Zone Number 1-2 External Page - Tr iad -S761U = UCD Group Number 0-7 External Page Zones - Tr ia d 1/2 /376+[P]UU = ACD* 50-65 Follow-Me Forward 642V = Voice Mail Group Number 0-7 For ward O veride 5#XXX = Station Extension Numbers Group Call Pickup #0YYY = Speed Dial Bin Number Headset Mode 634ZZ = Personalized Message Number Hunt Group Pilot Numbers 45+[H] * Features available with optional software.