Vodavi Starplus Triad S Installation Programming Manual

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Chapter 4 - Call Distribution - ACD/UCD
3. Press HOLD. A confirmation tone sounds and the display updates.
4. Press the CALL FACTOR flexible button (FLASH 60, Button #14). The following message 
displays:
5. Enter a valid number (0-999 minutes) for the desired call factor time. (0 disables this 
function.)
6. Press HOLD to save the entry. A confirmation tone sounds and the display updates.
ACD Call Qualifier
Description
The CALL QUALIFIER feature provides a means for an...

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ACD Member Status
Description
The ACD Member Status feature provides a means for an ACD supervisor to view the status of 
the 16 ACD groups in the system, individually. This display tells the supervisor 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 can use this display to determine why there 
are a lot of queued calls in a...

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ACD Overflow Station Assignment
Description
When an overflow station is assigned, callers that remain in queue for a specified amount of 
time are routed to the assigned overflow station. The overflow station may not be one of the 
ACD group stations. Only CO calls transferred to a ACD group overflow to the overflow 
station when RAN tables are assigned.
Programming Steps
To assign an ACD Overflow Station:
1. Press FLASH and dial...

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To place a station in Unavailable Mode:
Dial the ACD Overflow Available/Unavailable feature code [578] on the dial pad,
-or-
Press the preprogrammed AVAILABLE/UNAVAILABLE button. You are now blocked from 
receiving ACD calls.
Agent Login/Logout
Description
The Agent Login/Logout feature lets an Agent log into a Primary and Secondary ACD group 
to receive calls. An Agent must first login to be placed into an active ACD state....

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The Agent enters their unique Agent ID code (0000-9999). The Login flexible button LED 
is lit steady. A confirmation tone sounds and the agent is logged onto the ACD Group.

The ON/OFF LED extinguishes if the agent started the sequence in the handsfree 
mode.

The ACD Agent Login LED only lights for the ACD group that is assigned to that 
button.
To log out of an ACD Secondary Group:
Dial the Agent Logout feature code [581] on the...

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Alternate ACD Group Assignments
Description
An Alternate ACD Group can be programmed so that if no station in a group is available, the 
alternate group is checked for an available station. This provides a way to chain or link ACD 
groups together.
Programming Steps
To make an Alternate ACD Group:
1. Press FLASH and dial [60].
2. Enter the ACD Group number (550-565) on the dial pad.
3. Press HOLD. A confirmation tone sounds and the...

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Calls in Queue Threshold
Description
The ACD calls in queue (CIQ) threshold feature determines how many calls appear in queue 
before the LED flashes at 240 ipm flutter. When the number of calls in queue falls below the 
CIQ threshold, the LED extinguishes.
Programming Steps
1. Press FLASH and dial [60].
2. Enter the ACD Group number (550-565) on the dial pad.
3. Press HOLD. A confirmation tone sounds and the display updates.
4....

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5. Enter the desired name using the dial pad (up to eight characters).
6. Press HOLD to save the entry. A confirmation tone sounds and the display updates.
Guaranteed Message Announcement
Description
A Guaranteed Message announcement may be assigned to the group to force callers to listen 
to the announcement prior to entering the queue or ringing an agent.
Callers listening to this type of announcement may dial digits (up to 14)...

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Guaranteed Message Timer
Description
The Guaranteed Message Timer setting specifies how long a call rings before it is answered 
by Guaranteed Message RAN when the Guaranteed Message RAN feature is added to an ACD 
Group.
The Guaranteed Message Timer setting is variable from 000-300 seconds.
Programming Steps
1. Press the GUARANTEED MESSAGE TIMER flexible button (FLASH 61, Button #7). The 
following message displays:
2. Enter a valid...

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No-Answer Recall Timer
Description
If a call routed to a station via ACD is not answered by the ACD Agent/Station before the 
No-Answer Recall timer expires, the call is returned to ACD Queue with the highest priority. 
The station that failed to answer the ringing ACD call is also placed into an out-of-service 
(OOS) state.
The ACD No-Answer Timer setting is variable from 000–300 seconds.
Programming Steps
1. Press the NO-ANSWER...