Vodavi Starplus Triad S Description Manual

							 I  --DIGITAL STATION OPERATION
Automatic Call Distribution (ACD)
*A Flex Button must be programmed for this feature to operate. Refer to Table 5-3:FZex Button
Programming Codes.
GT2 Supervisor Login/Logout FeatureE:: y.:;>
y’ .”--.The Supervisor Login/Logout feature provides a means for a supervisor to log into one of the ACD groups and
monitor calls.
1Dial the LOGIN CODE [576] on the dial pad, followed by the ACD group number (5xx)that the supervisor is going to log into,
orPress a pre-programmed* 
LOGIN flex button. (Flex button must have 576+5xxprogrammed onto it.)
2The supervisor enters a unique SUPERVISOR ID code (0000-9999). The 
LOGIN flex
button LED is lit steady. Confirmation tone is heard and the supervisor is logged onto the
ACD group. The ON/OFF LED extinguishes if the supervisor started the sequence in the
handsfree mode. When the supervisor logs in, an ACD 
login event is sent to the ACD
Events Trace port, if active.
For a supervisor to remove himself from the ACD group as an active supervisor:
+:+Dial the LOGOUT CODE [575] on the dial pad, followed by the ACD group number (5xx) that the
supervisor is going to log out of,
or
Press a pre-programmed* LOGOUT flex button. (Flex button must have 575 + 5xx programmed onto
it), The 
LOGIN flex button LED extinguishes. When the supervisor logs out and removes himself
from the ACD group, an ACD 
logout event is sent to the ACD Events Trace port, if active.
The ACD Supervisor Log-in LED will only light for the ACD group that is
assigned 
to that button.
When cm ACD Login flex button is programmed in the system, thut same
f/ex button can be used to toggle the Login/Logout feuture.
Conditions:
9If a supervisor logs into an ACD group from a station that is logged into another ACD group, the
station remains in the previous ACD group.
oA supervisor may log out while in wrap-up, or unavailable.
+A supervisor logging in is first placed in wrap-up mode before receiving an ACD call.
+If a supervisor attempts to log into an ACD group as an agent and that group already has 16
members, the supervisor receives error tone.
STARPLUS Triad-S Product Description ManualIssue I- December 1998 
						

							DIGITAL STATION OPERATIONAutomatic Call Distribution (ACD)
+The Triad-S Digital System does not verify the supervisor’s ID codes, other than requiring that four
digits are entered.
*A Flex Button must be programmed for this feature to operate. Refer to 
Table 5-3:Hex Button
Programming Codes.
Supervisor Monitor With Barge-In
The Supervisor Monitor with Barge-In feature provides a means for an ACD supervisor to monitor an
agent’s call in progress, to coach sales techniques or customer relations skills. When used, a supervisor
may intrude onto an agent’s call in a listen-only mode or in a true conference mode by use of the barge-in
feature. This feature is available with or without a warning tone.
The use of Supervisor Monitor with Barge-in is limited by federal law and
may also be limitedorprohibitedby state 
orlocallaw, so 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.
The ACD supervisor can intrude on an agent’s call in the listen only mode by:
+Dialing the agent’s 3-digit station number. Upon hearing busy tone, press the pre-programmed*
Barge-In flex button. The conversation in progress is heard by the Supervisor on the handset
receiver and the Supervisor’s MUTE button LED is lit indicating that the Supervisor’s transmit is
muted. If the Supervisor wishes to participate in the conversation in a true conference mode, he
can press the MUTE button which removes mute.
The Executive Override Code, [625] programs Supv Monitor with Barge-
/n feature onto a flex button.
Conditions:
+Supervisors are granted the Barge-In option if they log in at a station with the Supervisor Barge-
In/Executive Override enabled in programming.
9Supervisors can only Barge-In on calls of ACD group(s) members into which they are logged.
Supervisor Queue Status Display
The Supervisor Queue Status feature provides a means for an ACD supervisor to view the status of their ACD
group. This display is an idle state display and prompts a Supervisor when a group is having problems
Issue 7 - December 1998STARPLUS Triad-S Product Description Manual 
						

							 I:DIGITAL STATION OPERATION
Automatic Call Distribution (ACD)
answering their calls. The display tells 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 is in queue.
The supervisor station logged onto the ACD group can obtain the Queue Status display by:
+t+Dialing the Queue Status code [577] on the dial pad, followed by the ACD group (5xx) the supervisor
wants to observe,
Or
Press the pre-programmed* flex button.
The Queue Status display shows the following information:
5xx: CIQ: xx AGENTS: xx
oc:
HH:MM:SS
Where:
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 seconds
If the supervisor wants to change the display to a different group:
+Dials the Queue Status code [577] on the dial pad, followed by the ACD group that the supervisor
wishes to observe,or
Presses the pre-programmed* flex button.
Conditions:
oTo receive the Supervisor’s Queue Status display, the station must be logged in as a Supervisor and
dial the flex code for the appropriate group.
QACD Supervisors receive the Queue Status display in real time.
$4The Queue Status display is only given when the ACD group member or Supervisor’s 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.
oThe Supervisor’s Queue Status display is saved in battery backed memory.
+When a Supervisor logs out of the group presently displayed, he must enter a new request for Queue
Status display.
STARPLUS Triad-S Product Description Manualissue I- December 1998 
						

							5-18DIGITAL STATION OPERATION
Automatic SelectionAutomatic Selection
Pressing an outside line button, or pool button; a speed button; a station button; or dialing a number in the
Triad-S system numbering plan, automatically activates the speakerphone and lights the ON/OFF button, if
your 
keyset is programmed as a speakerphone.
Background Music (Optional)
1Dial [632] on the dial pad,
OrPress the pre-programmed* flexible button.
The LCD display shows the following:
0:OFF1 :CH-12:CH-2MMIDDNY
HH:MM
2Enter the desired channel on the dial pad. Confirmation tone is heard. Music is now
heard through the speaker.
3Press the Volume Bar to change the volume. The following message is shown on the
display phone:
SPEAKER BGM
[#########IMMM DD YY
HH:MM am
Conditions
+When you pick up the handset or press the ON/OFF button, music is discontinued automatically
9Once the headset is enabled, BGM is discontinued.
*A Flex Button must be programmed for this feature to operate. Refer to Table 
5.$Hex Button
Programming Codes.
Call Back
If you dial a telephone that is busy and want to activate Call Back:
1Press the CALL BACK button.
2 Hang up.
3When the busy station hangs up, you are signaled.
Issue 1 - December 1998STARPLUS Triad-S Product Description Manual 
						

							 IDIGITAL STATION OPERATIONCall Coverage Feature4Answer the call; station you called is then signaled. (If your station is busy when signaled,
an automatic MSG is left at your phone).
When the Automatic Cull Back Timer is enabled, a call back request will
automatically be invoked unytime a user listens to intercom busy tone for
a preset period of time.
Only one Call Back request can be 
left at a station; the second request is
converted to a message 
wuit call back request.
*A Flex Button must be programmed for this feature to operate. Refer to Table 53:Fle.x Buttm Prog~zlmzing
Codes.
Call Coverage Feature
This feature lets stations answer calls for other stations by utilizing enhanced DSS buttons, AVisual and
Audible status of ringing stations to an assigned coverage station are provided.
To program a flexible button for call coverage at a station:
1Press the SPEED button twice.
2Press the desired flexible button to program.
3Dial 
[646XxX] (Ringing Type) or [647XxX] (Non-Ringing Type) on the dial pad where
XXX is the extension number to cover. Confirmation tone is heard. If an error was made
during entry, error tone is presented.
Once the button is assigned on the station and a call rings in:
1The coverage station hears ringing for the coverage station after a five second
delay.The ring tone is the internal ring tone cadence. The LCD of the coverage station
identifies the ringing station as:
CALL FOR STA XXX
MMM DD YYHH:MM2The Coverage station then presses their flashing Coverage flexible button,
orPresses the ON/OFF button,
orLifts the handset if PLA is enabled. The flash rate is the same as the incoming CO line
ringing rate. The call is answered and ceases to ring at any other stations that may have
STARPLUS Triad-S Product Description Manualissue I- December 1998 
						

							DIGITAL STATION OPERATIONCall Forwardthe same coverage appearance. The following message is displayed after the call is
answered:
CALL TO STATION XXX
FROM STA YYYHH:MM:SS
By default, no call coverage buttons are assigned.
Conditions:
Multiple coverage stations can have the same remote ringing station(s) programmed on their
stations.
Once a coverage station answers the call, other stations attempting to answer the callreceive a
busy tone and the call coverage button extinguishes on all appearances of that button,
This feature can cover SLT extensions, however an SLT cannot perform the call coverage function.
The SLT extension need not be physically installed, only the SLT card must be installed.
Direct CO calls have ring and LCD priority over call coverage calls. The call coverage station must
have a direct CO appearance or Loop button to pick up an external call. If the call coverage station is
in DND, no audible ringing is heard, however visual and LCD information is presented.
This feature can be programmed on any key station or DSS Console with an available flexible
button. If the DSS with a call coverage button assigned is unplugged or moved, the station
associated with that DSS stops ringing until the DSS is plugged in again.
Camp-On or Override drops any internal callers to which a station is talking.
Only one button type 
(646 or 647) per covered station can be assigned on a keyset.
*A Flex Button must be programmed for this feature to operate. Refer to TabZe53:HexButton Programming
Codes.
Call Forward
All Calls
If you were given the ability to forward your calls:
1Lift handset or press ON/OFF button.
2Press the FWD button or dial [640].
3Press DSS button of desired station,
orDial the 3-digit extension number where to forward calls, including ACD or UCD, Voice
Mail, Hunt Group pilot numbers and Speed Dial bins for off -net forwarding.
issue 1 - December 1998S JARPLUS Triad-S Product Description Manual 
						

							DIGITAL STATION OPERATIONCall Forward
4Replace handset or press ON/OFF button.
Conditions:
Call Forward remains engaged until manually released. When released, the station number is
returned to the LCD.
Calls cannot be forwarded to a station in the DND mode. An error tone is received when this is
attempted. It cannot be forwarded to a busy station, the caller receives busy tone in this case,
CO Line queues, a Message Waiting request, and pre-selected messages are canceled when a station
is placed in the Forward mode.
A forwarded call signals to the forwarded station in the Tone mode, regardless of the Intercom
Signaling Switch Mode selection.
A station in the Forward mode can make outgoing calls.
A Camp-On signal is allowed at the forwarded station if that station is busy.
A station denied the use of Call Forwarding receives an error tone when pressing the Call Forward
button.
A forwarded CO Line call can be transferred back to the original forwarding station, effectively
overriding the forward. Also, a station receiving the Call Forward can call the original forwarding
station.
If a CO Line rings into a station with manual Call Forward, the line sequences to the last station of the
chain. If the last station is in DND mode or does not have a Direct appearance for the CO Line or a
Loop button, the call reverts back to the first station.
If a CO Line rings into a station with both Manual and Preset Call Forwarding, Manual Call
Forwarding takes precedence. Once the Manual Forward determines the station to be rung as per
above, preset Call Forward may then apply at the new station.
An unlimited number of stations can be set up in a Manual Call Forward chain. However, a station
cannot forward to a station that is already a member of his chain.
If the last number of the Manual Call Forward chain is in DND mode, the internal caller gets a DND
response.
Calls to a station in both Manual Call Forward and DND mode follow the forward.
If a private line rings into a station with Manual Call Forward the CO Line forwards, providing the
forwarded station has a direct CO Line appearance or an available Loop button.
When a forwarded SLT goes off-hook, a Call Forward warning tone is heard by the user to inform the
user the phone is forwarded.
SLTs may use Call Forward in the same manner as digital terminals.
S TARPLUS Triad-S Product Description ManualIssue I- December 1998 
						

							5-22DIGITAL STATION OPERATIONCall Forward
+A station’s Call Forward status is stored in a battery protected area of memory, A station’s Call
Forward status is returned after a power failure or system reset occurs.
+Idle Keyset in hands-free mode will not follow no answer/busy-no-answer forwarding.
To remove Call Forwarding:
1Lift handset or press ON/OFF button.
2Press the FWD flex button. Confirmation tone is heard and the FWD LED is
extinguished.
Busy
If you were given the ability to forward your calls:
1Lift the handset or press ON/OFF button.
2Press the FWD button or dial [640].
3Dial the Call Forward Busy code [8] on the dial pad.
4Dial the 3-digit destination number to forward calls. Confirmation tone is heard.
5 Replace handset.
To remove Call Forwarding:
1Lift the handset or press ON/OFF button.
2Press the FWD button. Confirmation tone is heard and the FWD LED is extinguished.
Busy/No Answer
If you were given the ability to forward your calls:
1Lift the handset or press ON/OFF button.
2Press the FWD button or dial 
[640].
3Dial the Call Forward Busy/No Answer code [9] on the dial pad.
4Dial the 3-digit destination number to forward calls. Confirmation tone is heard.
s Replace handset.
To remove Call Forwarding:ILift the handset or press ON/OFF button.
2Press the FWD button. Confirmation tone is heard and the FWD LED is extinguished.
Conditions:
oThe user cancels the feature by dialing the Call Forward Code or pressing the Call Forward button
again.
issue I- December 1998STARPLUS Triad-S Product Description Manual
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							DIGITAL STATION OPERATIONCall Forward5-23
+For Call Forward No Answer, the number of rings before the call is forwarded is determined by the
Call Forward No Answer timer.
+z+Stations Call Forwarded/No Answer forward incoming CO calls according to the Preset Forward Ring
Timer.
8CO Line transfers to a station forwarded to a ACD, UCD or VM group receives BGM until a member of
the group becomes available.
$6KM calls forwarded to a VM group receive ringback until a member of the VM group becomes
available.
oIf a station is denied Station Call Forwarding, then Off-Net Forwarding is not allowed.
+A station’s Call Forward status is stored in a battery protected area of memory. A station’s Call
Forward 
status is returned after a power failure occurs.
The Call Forward condition Codes are as follows:
NONEUnconditional forward (all calls forwarded)
[71Forward after the No Answer time (programmable)
[81Forward only when station is busy
[91Forward if station is busy or after the No Answer time expires
Follow-Me
This feature lets a user who is away from their station, activate/deactivate call forwarding from another
station in the system. This lets the user forward their calls to their current location or into Voice Mail,
ACD/UCD, Hunt Groups, or to any other station in the system. When this call forward is activated, all calls
presented to the forwarded station forward to the destination station immediately.
If you were given the ability to forward your calls:
JLift the handset or press ON/OFF button.
2Dial the Follow-Me Forward code [642 YYY XXX] on the dial pad, where YYY=station
forwarding from and XXX is station forwarding to.
3 Replace handset.
To remove Follow-Me Forwarding:
1Lift the handset or press ON/OFF button.
2Dial the Follow-Me Forward code [642 YYY YYY] on the dial pad, where Y=station
forwarded from.
To establish Follow-Me Forwarding from an off-site location:
1Dial into the system on a DISA or TIE trunk. Enter the DISA access code, if applicable.
STARPLUS Triad-S Product Description Manual/ssue I- December 1998 
						

							5-24DIGITAL STATION OPERATIONCall Forward
2Dial the Follow-Me Forward code [642 YYY XXX] on the dial pad, where YYY=station
forwarding from and XXX=station forwarding to.
To remove Follow-Me Forwarding from an off-site location:
1Dial into the system on a DISA or TIE trunk. Enter the DISA access code, if applicable.
2Dial the Follow-Me Forward code [642 YYY YYY] on the dial pad, where Y=station
forwarded from.
Conditions:
+If a Call Forward mode is currently active at the station where forwarding is desired, the new
forward becomes active and cancels the previous forward.
+Both internal and external calls to the affected station forward to the designated location,
+:*Call forwarding must be allowed in programming for the affected station.
QWhen remote forward is activated the forwarding is immediate.
+A station’s Call Forward status is stored in a battery protected area of memory. A stations Call
Forward status is returned after a power failure or system reset occurs.
QWhen a key telephone is forwarded remotely, the key stations forward button lights. The station
user may cancel the forwarding at their station by pressing ON/OFF, then the FWD button, SLT users
can cancel their forwarding by going off hook and dialing the forward code.
+z+DISA callers entering the code and making a mistake are given error tone for 3 seconds, silence for
2 seconds, then the dial tone is returned.
No Answer
If you were given the ability to forward your calls:ILift the handset or press ON/OFF button.
2Press the FWD button or dial [640].
3Dial the Call Forward No-Answer code [i’] on the dial pad.
4Dial the 3-digit extension number where calls are to be forwarded. Confirmation tone is
heard.
5Replace handset or press ON/OFF button.
To remove Call Forwarding:
1Lift the handset or press ON/OFF button.
2Press the FWD button or dial [640]. Confirmation tone is heard and the FWD LED is
extinguished.
Issue I- December 1998
STARPLUS Triad-S Product Description Manual