Vodavi Triad 1/2/3 Product Description Manual

6-16 Aut om atic Cal l D ist ribu tio n ( ACD )
From a n i dl e k ey tel ephone :
The pre-programmed flex button for the ACD group being monitored is
flashing a t 240 ip m indicating the re a re calls in que ue.
1 . Pr es s t he pr e- pro gram med fl ex b utt on. The A gent Q ueue S ta tus
display s hows the following:
5X X = ACD Gr o u p ( 550 - 565 )
The idle disp lay te lls the a gent a nd/or the ir s uperv is or how many
calls are in queue.
2. Replace the handset or press the ON/OFF button to...

Auto ma ti c C al l D is tr i but i on (AC D ) 6- 17
ACD Call Factor
The C all F ac to r f eat ur e is use d e xc lus iv el y wi th t he d igi t al voi c e m ail t o
pr ovid e the av er age cal l dur ati on to the cal le r . T his fe at ure can be
activated from administration (Flash 60, Button #14) or the ACD
supe r vis or ca n use a fl exi bl e b utt on, [ 58 0] +A CD group numbe r+ XXX (Ca ll
Fact or in mi nute s 00 0 -9 99 ), to ent er t he fact or (ave r age cal l dura ti on).
The following formula...

6-18 Aut om atic Cal l D ist ribu tio n ( ACD )
ACD G ro up Me mb e r St a t us
The ACD Group Member Status feature provides a means for an ACD
Supervisor/Agent to view the status of the 16 ACD groups in the system.
Thi s d isp la y t el ls the Sup er vi sor /A ge nt which st ati ons ar e l ogge d in to t he
gro up, a nd i f t he st at i ons l ogge d i n a re A vai la bl e/Unav ail ab le , O ut- of-
Se rv ice , i n DN D, or busy on a cal l.
Any station (Supervisor or Agent) logged onto the ACD group view...

Auto ma ti c C al l D is tr i but i on (AC D ) 6- 19
ACD Ove rflow Station - Avai lable/Unavail abl e Mode
If yo u are a n A CD Ov er flo w st at io n, yo u may pla c e yo ur st at io n in the
Av ai lab le mode t o r ec e iv e A CD c al ls , or you may pla c e y our s ta ti on i n t he
Unav ailab le mode to block ACD calls from ringin g your s ta tion.
Pl aci n g a S tat ion i n A va il ab le Mode
Di al [5 78 ] on th e d ial p ad,
-or -
Press the pre-programmed AVAILABLE/UNAVAILABLE button. You may
now...

6-20 Aut om atic Cal l D ist ribu tio n ( ACD )
Supervisor Login/Logout
The S upervisor Login/Logout f eature p rov ides a means for a superv is or
to log into o ne of the AC D groups and monito r ca lls.
†To l o g i n , d i a l L O G I N C O D E[ 576]on the dial pad, followed by the
des ir ed AC D g roup numbe r (5 XX),
-or -
Pr es s a pr e- pr ogra mmed LOGI N f le x but t on. (F le x but t on mus t have
576+5XX programmed onto it.)
The Su pervisor enters a unique SUPER VISOR ID code (0000-9999).
The...

Auto ma ti c C al l D is tr i but i on (AC D ) 6- 21
†TheTriad 1/2/3Digital System do es not verify the supervisor’sID
codes , other than re quiring that f our digits a re e nte re d.
†Fle x b utton mu st have 575+ 5XX pr ogra mme d onto i t.
Su per vis or Mon ito r Wi th Bar ge- In
The S upervisor Monitor with Barge- In feature provides a mea ns f or an
AC D s uperv isor to m onitor an agent’scallinprogress,tocoachsales
techniques or customer relations skills.
When used, a supervisor may intrude onto an...

6-22 Aut om atic Cal l D ist ribu tio n ( ACD )
Supervis or Q ue ue Status Di spl ay
The S upervisor Queue S tatus featu re provides a mea ns f or an ACD
supervisor to view the status of their ACD grou p. This idle display and
prompts a Supervisor when a group is having problems answering their
calls. The display tells the supervisor how many calls are in queue, how
many age nts are log ged into the ACD group, a nd the length of time , in
min u te s, tha t the o l de st c al l is in qu e u e.
View in g...

Backg r oun d Musi c ( Opt i o nal ) 6- 23
†The Su per vi sor’s Queue S ta tus display is sav ed in battery ba cked
mem ory.
†Whe n a Supe rvisor lo gs out of the group pres ently displayed, they
must enter a n ew reques t for Queue Status d is play.
Za p Ton e
The Za p T one fea ture ena ble s AC D a gents in the he ads et mod e, to have
ACD calls connected to them automatically. The feature removes the
requirement for the agent to press the ON/OFF button to answer ACD
calls.
AC D ca lls are conne cte d...

6-24Call Ba ck
Ca l l B ac k
If you dia l a telep hone tha t is bus y and want to a ctivate Ca ll Back:
1. Pres s the CALL BAC K button.
2. Hang up.
3. When the busy station hangs up, you are signaled.
4 . An swer t he c al l; st at ion you c al l ed is th en sig nal ed. (If your st at ion is
b usy when si gnal ed, an a utom ati c M SG is l eft a t your phone ).
Ca l l C over ag e
The Ca ll Cov erage fea ture lets stations ans wer calls for other stations that
ar e r i nging . A Vi sual an d A udib le st...

Ca ll Co verage 6-25
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 t he same cove rag e a ppe ar ance. The fol lowi ng mes sage i s
di spl ayed aft e r t he cal l is ans wer ed:
By defau lt, no call covera ge buttons are ass igned.
Conditions
†This f eature ca n cove r S LT ex te nsions, howeve r an S LT cannot
pe rf orm th e ca ll cove rage f unction. The SLT e xtens ion nee d not b e
physically installed,...