Vodavi Starplus Triad S Installation Programming Manual

Automatic Call Distribution4-27
Chapter 4 - Call Distribution - ACD/UCD

To log out, dial Logout Code [575] on the dial pad, followed by the desired ACD Group 
number (550-565),
-or-
Press a preprogrammed Login/Logout flexible button, the LED extinguishes.
Conditions
» Only 1 supervisor can be logged into a group.
» If 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.
» A supervisor may log out while in wrap-up, or...

4-28Automatic Call Distribution
Chapter 4 - Call Distribution - ACD/UCD
Programming Steps
1. Press FLASH and dial [50] or dial [51]. Flexible button #24 (New Range) is lit and one of 
the following messages displays:
2. Enter the range of fixed station numbers (100-351) to be programmed. If only one station 
is being programmed, enter that number twice, e.g., [100 100].
-or-
Enter a valid flexible number (100-8999) to be programmed.
3. Press HOLD to save the entry. A confirmation tone sounds and the...

Automatic Call Distribution4-29
Chapter 4 - Call Distribution - ACD/UCD
Operation
The ACD supervisor can intrude on an agent’s call in the Listen Only mode as follows:
1. Dial the agent’s station number.
2. Upon hearing a busy tone, press the preprogrammed Barge-In flexible button.

The conversation in progress sounds 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...

4-30Automatic Call Distribution
Chapter 4 - Call Distribution - ACD/UCD
6. Press HOLD to save the entry. A confirmation tone sounds and the display updates.
To delete an ACD Supervisor Station:
1. Press [#] three times.
2. Then press the HOLD button.
Transferred Recorded Announcement
Description
The Transferred Recorded Announcement (RAN) is for CO callers who are transferred to an 
ACD group. This forces callers transferred to an ACD Group to listen to the announcement 
prior to entering the queue or...

Automatic Call Distribution4-31
Chapter 4 - Call Distribution - ACD/UCD
5. Enter a valid number on the dial pad which corresponds to 0-999 seconds (0=disable).
6. Press HOLD to save the entry. A confirmation tone sounds and the display updates.
DEFAULT … ACD Wrapup Timer is set for four seconds.
Zap Tone
Description
The Zap Tone feature enables ACD agents in the headset mode, to have ACD calls connected 
to them automatically. The feature removes the requirement for the agent to press the
ON/OFF button...

4-32Automatic Call Distribution
Chapter 4 - Call Distribution - ACD/UCD
4. Press the ZAP TONE flexible button (Button #16). The following message displays:
5. Enter a 0 or 1on the dial pad to enable/disable this feature.
[0] = Disable feature
[1] = Enable feature
6. Press HOLD to save the entry. A confirmation tone sounds.
DEFAULT … Zap Tone is disabled.
Conditions
» Only one station at a time can be programmed when using a flexible station number.
» When in Flash 51 programming, if you press HOLD...

Automatic Call Distribution4-33
Chapter 4 - Call Distribution - ACD/UCD
Programming Steps
1. Press the ACD GROUP flexible button (FLASH 80, Button #11). The following message 
displays:
2. Press the HOLD button. A confirmation tone sounds.
Print ACD Group Parameters
Description
The Print ACD Group command dumps the entire database as a permanent record which can 
serve as a hardcopy of the database. The system baud rate must match that of the printer or 
receiving device.
Programming Steps
1. Press the...

4-34Uniform Call Distribution
Chapter 4 - Call Distribution - ACD/UCD
Uniform Call Distribution
Description
Eight Uniform Call Distribution (UCD) groups can be programmed, each containing up to 
eight station numbers. Each group is assigned a pilot number. When this number is dialed, 
the first available agent in that group is rung. Calls are routed to the station that has been 
on-hook for the longest period of time.
UCD Calls In Queue Status Display
Description
The UCD Calls In Queue Status Display...

Uniform Call Distribution4-35
Chapter 4 - Call Distribution - ACD/UCD
4. Press the ALTERNATE GROUP flexible button (FLASH 60, Button #2).
5. Enter another UCD Group number  to designate the Alternate UCD Group.
6. Press HOLD to save the entry. A confirmation tone sounds and the display updates.
To delete an Alternate UCD Group:
1. Press [#].
2. Then press the HOLD button.
Incoming CO Direct Ringing
Description
CO Lines can be programmed to ring directly into a UCD group. When all agents are busy and 
RAN...

4-36Uniform Call Distribution
Chapter 4 - Call Distribution - ACD/UCD
No-Answer Recall Timer
Description
If a call routed to a station via UCD is not answered by the UCD Agent/Station before the 
No-Answer Recall Timer expires, the call is returned to UCD Queue with the highest priority. 
In addition, the station that failed to answer the ringing UCD call is placed into an out-of-
service (OOS) state. The UCD No-Answer Timer setting is variable from 000–300 seconds.
Programming Steps
1. Press the...