Vodavi Starplus Station User Guide

							6ACD / UCD
ACD Help
While on a call in progress, the following results will occur 
when an Agent presses their preprogrammed HELP flexible 
button.
AGENT
The Agent will hear a confirmation tone and their HELP 
button will illuminate if a supervisor is logged into their 
ACD group.
If no supervisor is logged in, the Agent will receive an error 
tone and the HELP button will not illuminate.
SUPERVISOR
An ACD supervisor station will receive a Help message 
when an ACD member in the same group initiates a Help 
request.
This function will also send a Camp-On tone to the 
supervisor’s keyset speaker. A Help message will take 
precedence over other messages. The supervisor can 
clear the message by pressing their HELP button.
At the time the supervisor receives a Help request, they 
can press their HELP flexible button followed by the 
OVERRIDE feature button to bridge onto the ACD 
group member’s call.
Once the HELP button is pressed, an intercom call is 
placed to the station requesting Help, and the Help 
message will be cleared. The Help message will also be 
cleared if the agent was on a call and went back 
on-hook before the supervisor could respond. In this 
case, the Help message converts to a message wait 
indication.
( The Agent can also clear the Help request by pressing 
their HELP button a second time.)
❑
Flex
Btn 
						

							ACD / UCD 7
ACD Member Status
Any station (Supervisor or Agent) logged onto the ACD group 
can view the status of the ACD group members as follows:
1. Dial ACD Group Member Status code [573] on the dial pad,
-or-
Press the preprogrammed flexible button. The display will 
show: ACD Group 5XX (XX = ACD group #).
The status of the ACD agents is displayed with a letter 
following the station number where the agent is logged in.
.
N = Not Equipped
D = Do not Disturb
O = Out of service
U = Unavailable
B = Busy on a call
A = Available
NOTE -- If an Agent makes a call while out of service, their 
status is out of service, not busy.
2. Press [
] to scroll up to the next ACD Group.
If more than eight members are in the ACD group, the next 
depression of the [

] displays the additional members,
3. Press [#] to scroll down to the previous ACD Group.
To return to an idle display, the Supervisor/Agent station 
must go on-hook.
ACD5XX: 110A 111A 112A
113O 114U 115D 116B 117N 
						

							8ACD / UCD
ACD Overflow Available/Unavailable
To enter Available Mode:
Dial [578] on the dial pad to start receiving ACD calls,
-or-
Press the preprogrammed AVA I L A B L E / U N AVA I L A BL E  b u t t o n .
To enter Unavailable Mode:
Dial [578] on the dial pad to block incoming ACD calls,
-or-
Press the preprogrammed AVA I L A B L E / U N AVA I L A BL E  b u t t o n .
ACD Login/Logout
To log into an ACD Primary Group:
1. Dial LOGIN CODE [572] on the dial pad, followed by the 
desired ACD group number (5XX),
-or-
Press the preprogrammed LOGIN flexible button.
2. Enter your four-digit AGENT ID code (0000-9999).
The LOGIN flexible button LED will light steady and a 
confirmation tone will sound to verify the login process.
The ON/OFF LED will extinguish if the login sequence 
was started in the handsfree mode.
The ACD Agent Login LED will only light for the ACD 
group that is assigned to that button.
To log out of an ACD Primary Group:
Dial LOGOUT CODE [571] on the dial pad,
-or-
Press the preprogrammed LOGOUT flexible button. The 
LOGIN flexible button LED will extinguish. 
						

							ACD / UCD 9
To log into an ACD Secondary Group:
1. Dial LOGIN CODE [582] on the dial pad, followed by the 
desired ACD group number (5XX),
-or-
Press the preprogrammed LOGIN flexible button.
2. Enter your four-digit AGENT ID code (0000-9999).
The LOGIN flexible button LED will light steady and a 
confirmation tone will sound to verify the login process.
The ON/OFF LED will extinguish if the login sequence 
was started in the handsfree mode.
The ACD Agent Login LED will only light for the ACD 
group that is assigned to that button.
To log out of an ACD Secondary Group:
Dial LOGOUT CODE [581] on the dial pad,
-or-
Press the preprogrammed LOGOUT flexible button. The 
LOGIN flexible button LED will extinguish.
ACD Supervisor Display
To view the ACD Supervisor Display:
Dial the ACD Supervisor Display code [577] on the dial pad, 
followed by the ACD group (5XX) you want to observe,
-or-
Press the preprogrammed flexible button.
The ACD Supervisor Display shows the following:
5XX = ACD Group (550-565)
CIQ: XX = Calls in queue
AGENT(S): XX = Agents logged in
OC: hh:mm:ss = Oldest call in hours, minutes and seconds5XX: CIQ: XX AGENTS: XX
OC: HH:MM:SS 
						

							10 ACD / UCD
To change the display to a different group:
Dial the ACD Supervisor Display code [577] on the dial pad, 
followed by the ACD group you want to observe,
-or-
Press the preprogrammed flexible button.
ACD Supervisor Login/Logout
To log in to an ACD group:
1. Dial LOGIN CODE [576] on the dial pad, followed by the 
desired ACD group number (5XX),
-or-
Press the preprogrammed LOGIN flexible button. (Flexible 
button must have [576]+[5XX] programmed onto it.)
2. Enter your 4-digit SUPERVISOR ID code (0000-9999).
The LOGIN flexible button LED will light steady and a 
confirmation tone will sound to verify the login process.
If active, an ACD login event will also be sent to the ACD 
Events Trace port.
If the login sequence was started in the handsfree 
mode, the ON/OFF LED will extinguish.
To log out of an ACD group:
Dial LOGOUT CODE [575] on the dial pad, followed by the 
appropriate ACD group number (5XX),
-or-
Press the preprogrammed LOGIN/LOGOUT flexible button, 
the LED will extinguish.
ACD Supervisor Log-in LED only lights for ACD group 
assigned to that button.
The same flexible button can be used to toggle the 
Login/Logout feature. 
						

							ACD / UCD 11
ACD/UCD Available/Unavailable
To enter  Available Mode:
Dial [566] on the dial pad to start receiving ACD calls,
-or-
Press the preprogrammed AVA I L A B L E / U N AVA I L A BL E  b u t t o n .
To enter  Unavailable Mode:
Dial [566] on the dial pad to block incoming ACD calls,
-or-
Press the preprogrammed AVA I L A B L E / U N AVA I L A BL E  b u t t o n .
ACD Calls In Queue Status Display
There are two methods for stations not assigned to the
ACD Group to monitor the ACD Calls In Queue Status Display.
First Method -- From an idle key telephone:
1. Dial [567] on the dial pad,
-or-
Press the preprogrammed flexible button.
2. Dial the ACD group number (5XX). The ON/OFF button LED 
will light steady.
This idle display will show how many calls are in queue.
5XX = ACD Group Number 550-565
3. Replace the handset or press the ON/OFF button to 
terminate the display.
ACD5XX  00  CALLS IN  QUEUE
MMM DD YY HH:MM am 
						

							12 ACD / UCD
Second Method -- From an idle key telephone:
The preprogrammed flexible button for the ACD group being 
monitored will flash, indicating there are calls in queue.
1. Press the preprogrammed flexible button.
This idle display shows how many calls are in queue.
5XX = ACD Group Number 550-565
2. Dial [579] + [XXX] to assign an ACD CALLS IN QUEUE 
DISPLAY flexible button. (XXX =  ACD/UCD group number)
3. Replace the handset or press ON/OFF to terminate display.
UCD Calls In Queue Display
From an idle display key telephone:
1. Dial [567] followed by the UCD group number (55X),
-or-
Press the preprogrammed flexible button. The ON/OFF 
button LED lights steady.
This idle display prompts a Supervisor that a group is 
having problems answering their calls.
The display tells the agent and their supervisor how 
many calls are in queue, how many agents are available 
or logged into the group, and the time (in minutes) that 
the oldest call has been in queue.
The agent automatically receives the calls in queue 
display whenever there is a call in queue.
2. Replace the handset or press ON/OFF to terminate display.
ACD5XX  00  CALLS IN  QUEUE
MMM DD YY HH:MM am
This feature cannot be used with a call in progress. 
The station is considered busy for incoming calls 
during this operation. 
						

							ACD / UCD 13
UCD Available/Unavailable Mode
If you are a UCD Agent, you can place your station in the 
Available mode to receive UCD type calls or in the Unavailable 
mode to block UCD calls from ringing to your station.
To enter  Available Mode:
Dial [566] on the dial pad to start receiving UCD calls,
-or-
Press the preprogrammed AVA I L A B L E / U N AVA I L A BL E  b u t t o n .
To enter  Unavailable Mode:
Dial [566] on the dial pad to block incoming UCD calls,
-or-
Press the preprogrammed AVA I L A B L E / U N AVA I L A BL E  b u t t o n .
UCD Overflow Station Forward
An enhancement allows UCD calls reaching the Overflow 
Station to call forward to another station:
1. Lift the handset or press the ON/OFF button.
2. Press the FWD button or dial [640].
3. Dial the desired code:
[6] = All Calls [8] = Busy
[7] = No Answer [9] = Busy/No Answer
4. Dial the 3- or 4-digit destination number where calls are to 
be forwarded (Station, Voice Mail, ACD/UCD groups, Hunt 
group). A confirmation tone will sound.
5. Replace the handset or press the ON/OFF button.
To remove call forwarding:
1. Lift the handset or press the ON/OFF button.
2. Press the FWD button. A confirmation tone will sound and 
the FWD LED will extinguish. 
						

							14 Answering Machine Emulation
Answering Machine Emulation
When a call is sent to your voice mailbox, you can press a 
preprogrammed flexible button to listen to the caller leaving 
the voice mail message. If you decide to speak with the caller, 
you can press the preprogrammed button to be connected to 
the caller.
Notification Methods
There are two methods of notification, a Ring Mode or a 
Speaker Mode. These methods are controlled by the type of 
flexible button assigned on the telephone.
The preprogrammed button type (654+0=Ring Mode, 
654+1=Spkr Mode) defines the operation mode. An incoming 
CO call rings at a station and forwards (except busy type) to the 
station’s VM mailbox.
Ring Mode
The preprogrammed flexible button flashes red while the caller 
is in your mailbox. You can press the flashing button and the 
audio is broadcast over the speaker of the keyset. The MUTE 
key is also enabled and the LED lights solid red. When the call is 
ringing the station in the ring mode, the display shows:
VM SCREENING RING
MMM DD YY HH:MM am
❑
Flex
Btn 
						

							Answering Machine Emulation 15
Speaker Mode
The VM message is broadcast over the speaker. The MUTE key 
is enabled and the LED lights solid red. When the station is 
monitoring the caller in VM, the display shows.
MAILBOX Options
The Mailbox Owner can select from the following options when 
a call is sent to their voice mailbox.
To leave caller in VM and turn off speaker:
Press the ON/OFF button and continue to listen to message 
being left without taking action at the keyset. After the VM 
message is left, the preprogrammed button will be solid red 
and the keyset will return to idle.
To talk to party leaving the message:
Press the MUTE key. Station is still in CONF and caller can 
hear VM and you.
To pick up call:
Press the flexible button. When the call is picked up, the 
voice mail system will disconnect from the call.
VM SCREENING
MMM DD YY HH:MM am