Vodavi Triad 1/2/3 Product Description Manual

5-12 Aut om atic Cal l D ist ribu tio n ( ACD )
†The A CD supe r vi sor st at ion re cei ves a Hel p m es sage i f a me mber of
one of the ACD groups they are assigned to initiates a Help request.
The Help function also sends a Camp-On tone to the speaker of the
supe r vi sor’s keyset. The Help message takes precedence over any
oth er mes sage and can be cle ar ed b y th e su per vi sor by p re ssi ng t he ir
HEL P button.
†AtthetimethesupervisorreceivesaHelprequest,theycanpress
their HELP flex button...

Auto ma ti c C al l D is tr i but i on (AC D ) 5- 13
Pri ma ry G ro up
Tolog inan ACD Primary Group:
Di al LOGI N C ODE[ 572]on the dia l pad, followed by the desired ACD
grou p numb er (5 XX),
-or -
Pr es s a pr e- pr ogra mmed LOGI N f le x but t on.
The Agent enters their unique AGENT ID code (0000-9999). The
LOGIN f le x button LE D is lit ste ady. A confirma tion tone is he ard and
the a gent i s logge d on to the ACD group.
†The ON/OFF LED extinguishes if the agent started the sequence
in the ha...

5-14 Aut om atic Cal l D ist ribu tio n ( ACD )
Tolog outof a n ACD Secondary Group:
Di al LOGO UT COD E[ 581]on the dial pad,
-or -
Pr es s a pr e- prog ram med LO GO UT fle x bu tt on. T he LO GI N fl ex but ton
LED extinguishes.
Conditions
†If an age nt logs i nto an A CD gr oup fr om a s tat i on t hat i s l ogge d i nto
another ACD group, the station is automatically removed from the
previous AC D group.
†An age nt may log out whi le i n wr ap-u p, or unava il abl e.
†An age nt log ging in is pl ace...

Auto ma ti c C al l D is tr i but i on (AC D ) 5- 15
The Q UALIF Y button i s p rogramme d usin g fl ex code [570]. If the a gent
wis hes to e nte r the ir q ualify code into a sp ee d bin, the y ca n do so us ing
the s ta ndar d s pee d b in pr o gra mmin g se qu e nc e. The y c a n t hen ent er
[570] followed by the bin number. This provides an agent with a series of
buttons with qualify codes under them. If a [
✳] is entered along with the
Call Qualification code into a speed bin, the display does not...

5-16 Aut om atic Cal l D ist ribu tio n ( ACD )
3. Replace the hands et,
-or -
Press the ON/OFF button to terminate the display.
The ag ent aut oma ti cal ly re cei ve s a n en hanced Ca ll s in Que ue dis pla y
whenever there is a call in queue. The display shows the following
inf orma ti on:
5X X = ACD Gr o u p ( 550 - 565 )
CIQ: XX = Calls in queue
AGE NT (S) : XX = A gents logged in
OC: hh:mm:s s = Oldes t call in hours, minutes and s econds
This feature allows an ACD station (12/24 button executive...

Auto ma ti c C al l D is tr i but i on (AC D ) 5- 17
Ter m in at in g th e Di spl ay
Replace the hands et, or p re ss the ON/OF F b utton.
The us er as si gns a fl ex but ton by dia li ng 5 7 9 XXX (XXX = ACD Group
Number 550-565), and sees the following LED indications:
†0 c al ls in Que ue = LED off
†X calls in queue = LED 240 ipm flutter
Conditions
An y ACD station ca n hav e a button as signed to view the calls in queu e of
any AC D g roup.
ACD Avai lable/Unavail able Mode
If you are an ACD agent,...

5-18 Aut om atic Cal l D ist ribu tio n ( ACD )
ACD Ove rflow Station - Avai lable/Unavail abl e Mode
If you are a ACD Overflow station, you may pla ce y our station in the
Av ailab le mode to receive AC D type ca lls or you ma y place y our s ta tion in
the Unavailable mode to block ACD type calls from ringing your station.
Placing Station in Available Mode
Di al [5 78 ] on th e d ial p ad,
-or -
Press the pre-programmed AVAILABLE/UNAVAILABLE button to receive
AC D c a ll s.
Placing Station in...

Auto ma ti c C al l D is tr i but i on (AC D ) 5- 19
Removing Call Forwarding
1. Lift hands et or pres s ON/OFF button.
2. Pres s the p re -programme d FW D butto n. A confirmation ton e is he ard
a nd the FW D LE D is extinguis hed. Overflow S ta tion f orw ard s whe n:
†The No Answer Timer is set to: No Answer or Busy No Answer.
†Immediately, if the station is set to any other forward type.
(Fl ash 06 , butt on 6 m ust be e nabl ed. )
Supervisor Login/Logout
The S upervisor Login/Logout f eature p rov...

5-20 Aut om atic Cal l D ist ribu tio n ( ACD )
Conditions
†If a supervisor log s into an ACD group f rom a s ta tion that is logged
int o a no the r AC D g ro u p, the s ta ti o n r ema ins i n t he pre vi o u s A CD
grou p.
†A supe rvisor may log out while in wrap- up, or unav ailab le .
†A supervisor logging in is first placed in wrap-up mode before
receiving an ACD call.
†If a supe r vi sor at te mpt s to l og int o an AC D g roup as an a gent a nd
tha t g roup alr ea dy ha s 2 52 me mbe rs, the sup...

Auto ma ti c C al l D is tr i but i on (AC D ) 5- 21
†If the Supervisor wishes to participate in the conversatio n in a
true conference mode, they can depress their MUTE button
which removes mute.
Conditions
†Supervisors a re granted the Barge-In option if they log in at a station
withtheSupervisorBarge-In/ExecutiveOverrideenabledin
pr ogra mmin g.
†Supervisors ca n only Ba rge-In on ca lls of members of the ACD
grou p(s) tha t the y a re l ogged in to.
†Warning tone is enabled and disabled using the...