Vodavi Starplus Triad S Description Manual

							 IDIGITAL STATION OPERATIONAccount Codes
Account Codes
When connected to an outside line call:
e:-02.:: :_ ,_. .C.”
1Press the pre-programmed* ACCOUNT CODE button.
2Dial account code up to 12-digits. (The other party will not hear the digits being dialed).
oIf account code is less than 12-digits, an [*] must be entered to return to the call,
+If account codes are forced, the account code must be entered prior to dialing the outside
number.
SMDR must be enabled for the Account Code feature to operate. Also,
SMDR must be enabled for the account code to become part of the SMDR
record.
*A Flex Button must be programmed for this feature to operate. Refer to Table 5-3;FZex Button
programming Codes.
Account Codes/Traveling COS (Verified)
The Verified Account Code/Traveling Class of Service (COS) feature provides the ability to track specific calls
by entering a verified, variable length (up to 12 digits) identifier. Each account code can be assigned a day
and night Class of Service for determining the dialing privileges allowed by that account code. This provides a
means for users to override a restricted station. If the dialed account code matches the Verified Account code
table, an intercom dial tone is returned, otherwise an error tone is presented. Using forced Account Codes is
optional, available on a system-wide basis. SMDR must be enabled for the account code to print as part of the
SMDR record. The Triad-S system allows up to 250 12-digit account codes for verification purposes.
To enter an account code prior to a CO call:
1Press pre-programmed* ACCOUNT CODE button before accessing a CO line.
2Dial the account code up to 12-digits. If the account code matches a verified account
code, intercom dial tone is returned. Otherwise error tone is presented.
If account code is less than 12 digits, an [*J asterisk must be entered to return to the call.
3Access the outside CO line or dial the LCR code and dial the desired number.
SMDR must be enabled for the Account Code feature to operate. Also,
SMDR must be enabled for the account code to become part of the SMDR
record.
Conditions:
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							5-6DIGITAL STATION OPERATIONAnswering a Recall
+Verified Account Codes allow use of an account code as a traveling Class of Service.
oIf LCR is activated in the system and verified account codes are forced, the user must enter the
account code before dialing the LCR code.
+When verified account codes are forced, station MUST enter an account code to dial a number that
is restricted through station COS and toll restriction. An account code is not required for calls that
are unrestricted through station COS and toll restriction,
QWhen verified account codes are not forced, a station user may place a call without entering an
account code. In this case, the station user’s COS is based on their station COS. In this case, a user
can enter a verified account code to upgrade their COS.
+The Redial feature does not support Verified Account Codes.
*A Flex Button must be programmed for this feature to operate. Refer to Table 5-3;FZex Button
Psogmnming Codes.
__: :: I’.i :-:.ry.I.. -....A....
Answering a Recall
When an outside line remains on hold for an extended time period, a recalling ring reminder is sent. (If
Preferred Line Answer is enabled, skip step 
1.)
1Press outside line, Loop or Pool button flashing at very fast rate.
2Lift handset or press ON/OFF button to converse.
Answering Machine Emulation
When a call is sent to a voice mailbox, the station associated with that can press a pre-programmed button
to listen to the caller leaving the voice mail message. If the mailbox owner decides to speak with the caller,
they can press the pre-programmed button to be connected to the caller. Two methods of notification are
available, a ring mode or a speaker mode. These methods are controlled by the type of flexible button
assigned on the telephone.
QStation A places their phone in the answering machine mode by pressing the flexible button
programmed on the telephone. The button lights solid red.
The pre-programmed* button type 
(654+ O=Ring mode, 654 + 1 = Spkr Mode) defines the feature
operation mode., ,_ _ -.* =_.-.>
_-
An incoming CO call rings at a station and forwards (except busy type) to the station’s voice mailbox. In the:
+-RING MODE: The pre-programmed answering machine flex button flashes at 480 ipm red while
the caller is in the owners mailbox. The mailbox owner presses the pre-programmed flashingIssue I- December 1998
STARPLUS Triad-S Product Description Manual 
						

							DIGITAL STATION OPERATIONAnswering Machine Emulation
button and the audio is broadcast over the keyset speaker. The mute key is enabled on the keyset at
this point. The LED lights solid green.
9SPKR MODE: The voice mail message is broadcast over the speaker. The mute key is enabled on the
keyset at this point. The LED lights solid green.
Below are the mailbox owners options at this point:
1To leave the caller in the voice mail and stop the speaker broadcast, the mailbox owner
presses the ON/OFF button. The mailbox owner can continue to listen to the message
without taking action at their 
keyset. When the caller disconnects after leaving the voice
mail message, the button returns to solid red and the 
keyset returns to idle.
2The station can press the MUTE key to talk to the party leaving the message. The
station is still in the CONF mode at this point and the caller can hear the VM and the
station user.
3The station can pick up the call by pressing the flexible button. When the mailbox owner
picks up the call, the voice mail system disconnects from the call, and the voice mail port
returns to the idle (waiting) state.
4The caller is in a normal talk state with the CO caller.
Conditions:
+The user must have an Electronic or Digital Keyset.
+The keyset must have a pre-programmed ANSWER MACHINE flex button.
+After the in-band digits are sent to the voice mail, the station’s flexible button status is checked.
Then, the feature is executed based on this check. The result of the check is as follows:
*PInactive = no feature operation executed
+Active = feature executed as per button function (ring mode or speaker mode)
QAn idle station can press the flexible button to go to the inactive mode. The LED extinguishes and no
answer machine calls are presented to the station.
+Once the button is programmed at the station, it is in the inactive mode (LED extinguished),
oIf the station user answers the call, the normal CO line LCD window displays, The call timer shows
the elapsed time including the time the caller was in VM. The call timer does not start at 0 in this
case.
‘. -2,,;-,: ,.,
cc.
When the call is ringing the station in the ring mode, the display shows:.-. ..I1 ;-: ..:’VM SCREENING RING
MM/DD/YY
HH:MMam
STARPLUS Triad-S Product Description Manualissue I- December 1998 
						

							 I
5-8DIGITAL STATION OPERATIONAutomatic Call Distribution (ACD)
When the station is monitoring the caller in VM, the display shows:VM SCREENING
MM/DD/YYHH:MMam
*A Flex Button must be programmed for this feature to operate. Refer to Table 53:FZe.x Button
Programming Codes.
Automatic Call Distribution (ACD)
Thisfeature is avulluble with option& software. When purchased, Uniform Call Distribution (UCD) is not
used and is replaced by the ACD functions identified below. Sixteen Automatic Call Distribution (ACD)
groups can be programmed, each containing up to sixteen 
3-digit station numbers.ACD Agent HELP Feature
The ACD Agent HELP feature provides a means for an ACD agent to signal his assigned supervisor for
assistance. A flex button must be programmed for this feature. Refer to 
Table 53:FZm Button
Progmnming Codes.
While on a call in progress, the agent:
1Presses his pre-programmed* HELP flex button. A confirmation tone is heard by the
agent. The agent’s HELP button illuminates if a supervisor is logged into his ACD group.
If no supervisor is logged in, the agent receives a burst of error tone and the HELP
button does not illuminate.
2The ACD supervisor station receives a HELP message if an ACD group member he is
assigned to initiates a HELP request. The HELP function also sends a Camp-On tone to
the speaker of the supervisors 
keyset. The HELP message takes precedence over any
other message and can be cleared by the supervisor by pressing his HELP button.
3At the time the supervisor receives a HELP request, he can press his HELP flex button
followed by the override feature button to bridge onto the ACD group member’s call.
The HELP button places an intercom call to the station requesting HELP. The HELP
message is cleared after the supervisor’s HELP button is pressed. Additionally, the
HELP message is cleared if the agent was on a call and went back on hook before the
supervisor could respond. In this case, the HELP message is converted to a message
wait indication. The agent can also clear the HELP request by pressing his HELP button
a second time.
Conditions:
+Up to five messages can be left at any supervisor station. .
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							DIGITAL STATION OPERATIONAutomatic Call Distribution (ACD)
QThe supervisor can cancel a HELP request signal by pressing his flashing HELP button. Additionally, a
call is placed to the agent requesting HELP If the agent is on a call, the supervisor can press the
barge-in button to monitor the call or give assistance.
.?.
ci?$ Agent Login/Logout Feature-I;,.“.
The Agent Login/Logout feature lets an agent log into one of the ACD groups and receive calls. An agent must
first 
login to be placed into an active ACD state. The agent logs in by:
1Dial the LOGIN CODE [572] on the dial pad, followed by the ACD group number (5xx)into which the agent is going to log.
or
Press a pre-programmed* 
LOGIN flex button.
2The agent enters his unique AGENT ID code 
(0000-9999). The LOGIN flex button LED
is lit steady. Confirmation tone is heard and the agent is logged onto the ACD group. The
ON/OFF LED extinguishes if the agent started the sequence in the handsfree mode.
When the agent logs in, an ACD 
login event is sent to the ACD Events Trace port, if
active.
The ACDAgent Login LED will only/ight for the ACDgroup that is assigned
to that button.
If a member is assigned to a specific ACD group and uses the login-logout
codes to enter and exit an ACD group, other than his assigned group, the
da tabuse is changed to re flee t the different group.
For an agent to remove himself from the ACD group as an active agent:
+:+Dial the LOGOUT CODE [571] on the dial pad,
Or
Press a pre-programmed* LOGOUT flex button. LOGIN flex button LED extinguishes. When the agent
logs out and removes himself from the ACD group, an ACD 
logout event is sent to the ACD Events
Trace port, if active.
When an ACD agent has a Login flex button programmed onto his station,
thut flex button can be used to Login and Logout of the assigned ACD
group.
@Conditions:
44If an agent logs into an ACD group from a station that is logged into another ACD group, the station is
automatically removed from the previous ACD group.
oAn agent may log out while in wrap-up, or unavailable.
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							5-10DIGITAL STATION OPERATION
Automatic Call Distribution (ACD)
(0An agent logging in is placed in wrap-up mode before receiving an ACD call.
+If an agent attempts to log into an ACD group that already has 16 members, that agent receives
error tone.
,-:-The Triad-S Digital System does not verify agent’s ID codes, other than requiring entry of four digits.I . . ,.Q$?.-;-_ .-. -
*A Flex Button must be programmed for this feature to operate. Table 5.JMZex Button Programming
Codes.
ACD Agent Queue Status Display
From an idle key telephone:
IDial [567] on the dial pad,
orPress pre-programmed* flex button.
2Dial the 3-digit ACD group number (5xx). ON/OFF button LED lights steady.
The Agent Queue Status display shows the following information:
ACDSxx 00 CALLS IN QUEUE
MMM DD YYHH:MMamI
Where:
5xx = ACD Group (550-565).
The above display is an idle state display and tells the agent and/or his supervisor how many calls are in
queue.
*z.Replace the handset or press the ON/OFF button to terminate the display.
This feature cannot be used with a call in progress. The station is consid-
ered busy for incoming calls during this operation. Each time this feature
is 
used, wrap-up is started.
The agent automatically receives an enhanced Calls in Queue display whenever there is a call in queue.
The display shows the following information:
5xx: CIQ: xx AGENT(S): xx
oc:HH:MM:SS
Where:
$3 = ACD Group (550-565)issue 
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							DIGITAL STATION OPERATION5-11
Automatic Call Distribution (ACD)
CIQ: xx = Calls in queue
AGENT(S): xx = Agents logged in
OC: hh:mm:ss = Oldest call in hours, minutes and seconds
This feature also allows an ACD station 
(12/24 button executive only) to assign multiple buttons that display
the calls in queue for a particular group on the LCD. Additionally, the button LED indicates the number of
calls in queue, determined in programming.
From an idle key telephone:
1The pre-programmed* flex button for the ACD group being monitored is flashing at 240
ipm indicating there are calls in queue. Press the pre-programmed flex button. The Agent
Queue Status display shows the following:
ACDSXX 00 CALLS IN QUEUE
MM/DD/YYHH:MMam
Where:
5xx = ACD Group (550-565)
The above display is an idle state display and tells the agent and/or his supervisor how many calls are in
queue.2Replace the handset or press the ON/OFF button to terminate the display.
The user assigns a flexible button by dialing 579 XXX. Where XXX is the ACD group number 550-565.
The user sees the following LED indications:
Conditions:
+:*Any ACD station can have a button assigned to view the calls in queue for any ACD group.
*A Flex Button must be programmed for this feature to operate. Refer to Table 
5-3:FZe.x Button
Programming Codes.
ACD Available/Unavailable Mode
If you are an ACD agent, you may place your station in the Available mode to receive ACD calls, or you may
place your station in the Unavailable mode to block ACD calls from ringing your station.
To go Available:
43Dial [566] on the dial pad,
or
Press the pre-programmed* AVAILABLE/UNAVAILABLE button. You may now receive ACD calls.
To go Unavailable:
STARPLUS Triad-S Product Description Manualissue I- December 1998 
						

							:DIGITAL STATION OPERATION
Automatic Call Distribution (ACD)
QDial [566] on the dial pad,
Or
Press the pre-programmed* AVAILABLE/UNAVAILABLE button. You are now blocked from receiving
ACD calls.
*A Flex Button must be programmed for this feature to operate. Refer to Table 5-3:Flex Button
Programnilzg Codes.
ACD Call Qualification
The CALL QUALIFICATION feature provides a means for an Agent on ACD calls to enter call identification
codes. This feature provides up to four digits for the ACD SMDR reporting function. Up to 12 digits can be
entered, however only the first four digits are used in the SMDR record.
oThe QUALIFY button is programmed using flex code [570].
*A Flex Button must be programmed for this feature to operate. Refer to Table53;FZexButton Prog~amm’ng
Codes.
While on a call, the agent:
0%Presses the pre-programmed CALL QUALIFY flex button, followed by the 4-digit qualify code. Enter
an 
[*] to complete the sequence. A short burst of confirmation tone is heard through the keyset
speaker, if programmed.
Conditions:
+The outside party does not hear the (qualify code) account code being entered,
oThe qualify code is the first four digits of the account code. Therefore, the account code record in
the SMDR contains the qualify code in the first four digits.
*z+The qualify code must be entered during CO talk state.
ACD Group Member Status
The ACD Group Member Status feature provides a means for an ACD Supervisor/Agent to view the status of
the eight ACD groups in the system. This display tells the Supervisor/Agent which stations are logged into
the group, and if the stations logged in are Available/Unavailable, Out-of-Service, in DND, or busy on a call.
The Supervisor/Agent can use this display to determine why there are many queued calls in a specific
group.
Any station (Supervisor or Agent) logged onto the ACD group view the group members display by:
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							Issue I- December 7998
.DIGITAL STATION OPERATION
Automatic Call Distribution (ACD)5-13
+Dialing the ACD Group Member Status code [573] on the dial pad,
or
Pressing the pre-programmed* flex button. The display now shows ACD Group 550.
The status of the ACD agents is displayed with a letter following the station number where the agent is logged
in.
ACDSxx: 110A 111A 112A
1130 114U 115D 116B 117N
The status is displayed with the following priority:
Where:
(N) = Not Equipped
(D) = Do not Disturb
(0) = Out of service
(U) = Unavailable
(B) = Busy on a call
(A) = Available
(If an agent made a call while out of service, the status would be out of service, not busy.)
+zoDial [*I on the dial pad to scroll up to the next ACD Group. If more than eight members are in the
ACD group, pressing 
[ *] displays the additional members,
or
Dial [ #] on the dial pad to scroll down to the previous ACD Group. To return to an idle display, the
Supervisor/Agent station returns to on-hook condition.
Conditions:
+frThe ACD Group Members Status display is updated at the time the code is dialed.
ACD Overflow Station - Available/Unavailable Mode
If you are an ACD Overflow station, you may place your station in the Available mode to receive ACDcalls, or
you may place your station in the Unavailable mode to block ACD calls from ringing your station.
To go Available:
+z+Dial (5781 on the dial pad,
or
Press the pre-programmed* AVAILABLE/UNAVAILABLE button. You may now receive ACD calls.
To go Unavailable:
STARPLUS Triad-S Product Description Manual 
						

							DIGITAL STATION OPERATIONAutomatic Call Distribution (ACD)
+Dial [578] on the dial pad,or
Press the pre-programmed* AVAILABLE/UNAVAILABLE button. You are now blocked from receiving
ACD calls.
If no stations are logged into the ACD Group, ACD calls are routed to the
Attendant station.
*A FlexButton must be programmed for this feature to operate. Refer to Table53:FZexButton Programming
Codes.
ACD Overflow Station - Forwarding
This feature allows ACD calls reaching the ACD Overflow Station to follow the call forward of the overflow
station.
1Lift the handset or press ON/OFF button.
2Press the FWD button.
3Dial the desired code:
[7] = No Answer Calls
[8] = Busy Calls
[9] = Busy and No Answer Calls
Skip the preceding step for immedic te forwarding.4Dial the 3-digit destination number where calls are to be forwarded (Station, Voice Mail,
ACD groups, or Hunt group). Confirmation tone is heard.
5Replace handset or press ON/OFF button.
To remove Call Forwarding:
1Lift handset or press ON/OFF button.
2Press the FWD button. Confirmation tone is heard and the FWD LED is extinguished.
The overflow station follows the following rules:IIt forwards on the no answer timer if the forward is set to NO ANSWER or BUSY NO
ANSWER.
2It forwards immediately if the station is set to any other forward type.
Issue 1 - December 1998STARPLUS Triad-S Product Description Manual