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Vodavi Starplus Hybrid Key Telephone System Installation Manual
Vodavi Starplus Hybrid Key Telephone System Installation Manual
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STARPLUS TECHNICAL FACT NOTICE STARPLUS DlGlTAL SYSTEMS
Agent Positions (cont’d)
D. Agent Call Quallflcatlon:
Description:
This feature provides a means for an Agent to enter codes on ACD type calls that identify the call. This feature
permits up to lo-digits to be entered, however only the first four digits are provided for in the SMDR record.
Operatlon:
While on a call, the agent:
1. Press the pre-programmed* CALL QUALIFY flex button, followed by the four-digit qualify code. Enter a r]
to...](http://img.usermanuals.tech/thumb/5735/86472/w64_vodavi-starplus-spd-1428-2856-installation_d-486.png "Page 487
STARPLUS TECHNICAL FACT NOTICE STARPLUS DlGlTAL SYSTEMS
Agent Positions (cont’d)
D. Agent Call Quallflcatlon:
Description:
This feature provides a means for an Agent to enter codes on ACD type calls that identify the call. This feature
permits up to lo-digits to be entered, however only the first four digits are provided for in the SMDR record.
Operatlon:
While on a call, the agent:
1. Press the pre-programmed* CALL QUALIFY flex button, followed by the four-digit qualify code. Enter a r]
to...")
STARPLUS TECHNICAL FACT NOTICE STARPLUS DIGITAL SYSTEMS Supervisor Positions (cont’d) B. Supenrlsor Help Request and Statlon Asslgnment (cont’d) Conditions: . . . . A supervisor can be assigned in ADMIN to a group or groups to receive the help request and out of service (00s) message. tf a supervisor station is assigned in ADMIN, tt is considered logged in. In addition, a supervisor can dial a supervisor bgin code (576) followed by the ACD group that the supervisor is logging into and his four-digit ID number. A supervisor can only barge into a call from a member of one of the groups to which he is logged into. Out of Service (00s) and Help displays will take priority over normal call processing displays. However, Help displays will be the highest priority. An agent requesting help will receive confirmation tone if a supervisor is logged in at a station. He will receive programming error tone if there isn’t any supervisor logged in. Up to five HELP messages can be left at any supervisor station. A supervisor may be logged on to more than one group at a time. A station does not receive ACD calls when programmed as a supervisor, however a supervisor can bg on as a ACD agent and receive ACD calls. Only one supervisor is permitted per ACD group. To remove the warning tone from barge-in, use the yes/no option for Executive warning tone (FLASH 05, button 4). Vodavi Communications Systems Page 9 of 28 TF NO. 31 8300 E. Raintree Drive Scottsdale, AZ 85260 (802) 443-8000
STARPLUS TECHNICAL FACT NOTICE STARPLUS DlGlTAL SYSTEMS Supervlsor Positions (cont’d) C. Supervlsor Monltor w/Bargeln Feature: Descrlptlon: The Supervisor Monitor with Barge-In feature provides a means for an ACD supervisor to monitor an agent’s call in progress or provide assistance in training ACD personnel. When used, a supervisor may intrude onto an agents call in a listen only mode or in a true conference mode. This feature is available with or without a warning tone. Operation: The ACD supervisor can intrude on an agent’s call in the listen only mode by: 1. Dial the three-digit station number of the agent’s station. Upon hearing busy tone, press the pre-programmed* Barge-In flex button. The Executive Over-ride Code [625] is used to program Supv Monitor with barge-in feature onto a flex button. The conversation in progress will be heard by the supervisor on the handset receiver and the supervisor’s Mute LED will be lit indicating that the supervisor’s transmit is muted. 2. If the supervisor wishes to participate in the conversation in a true conference mode, he can depress his Mute button which removes mute. NOTE: The use of silent monitor and barge-in is limited by federal law and may also be limited or prohibited by stare or local law, so check the relevant laws in your area before employing these features. Conditions: . Supervisors are granted the barge-in option if they log in at a station with the Supervisor Barge-In flag enabled. . Supervisors can only barge-in on calls of members of the ACD that they are logged into. . Warning tone is enabled and disabled using the Executive Override warning tone option (FLASH 05, button 4). . A digital key or SLT may be intruded using this feature. . Supewisor stations must be digital keysets. *Refer to FLEX Button programming in the Starplus Manual. Page 10 of 28 TF NO. 31 Vodavi Communications Systems 8300 E. Reintree Drive Scottsdale, AZ 85260 (scl2) 443-6000
STARPLUS TECHNICAL FACT NOTICE STARPLUS DIGITAL SYSTEMS SupervIsor Posltlons (cont’d) D. Supervisor Queue Status Dlsplay Descrlptlon: This feature provides a means for an agent and ACD supervisor to view the status of their ACD group. This display is an idle state display and will prompt a supervisor that his agents in the group are having problems answering all their calls. The display will tell the agent and his supervisor how many calls are in queue, how many agents are togged into the ACD group, and the length of time in minutes that the oldest call has been in queue. The supervisor station logged onto the ACD group can obtain the calls in queue display by: 1. Dial the CALLS IN QUEUE code [57T] on the dial pad, or Press the pre-programmed* CALLS IN QUEUE flex button, followed by the ACD group number the supervisor wants to observe (55x). If the supervisor wants to change the display to a different group: 1. Dials the CALLS IN QUEUE code [577) on the dial pad, or Presses the pre-programmed* CALLS IN QUEUE flex button followed by the ACD group that he wishes to display. Conditions: . To receive the Supervisor’s Queue Status Display, the station must be logged in as a supervisor and diaf the flex code for the appropriate group. . ACD supervisors will receive the Queue Status Display in real time. . The Queue Status Display is only given when the ACD group member or supervisors station is not receiving a higher priority display, such as help or out of service, or other applicable off hook events are taking place at the station. . The supervisors Queue Status Display is saved in battery backed memory. . When a supervisor logs out of the group he is presently displaying, he must enter a new request for Queue Status Display. . The Supervisor’s Queue Status Display can be updated by dialing the flex code followed by the group being observed. Dialing a different group will change the Queue Status Display to a different group. . The Queue Status Display will give the following information: 55Y = ACD Group (550-557) CIQ:xx = Calls in queue AL:xx = Agents logged in 0C:mmm = Oldest call in minutes *Refer to FLEX Button programming in the Statplus Manual. Page 11 of 28 TF NO. 31 Vodavi Communications Systems 8300 E. Raintrw Drive soottsdsls, AZ 85280 (802) 4436000