Vodavi Triad 1/2/3 Product Description Manual

							5-22 Aut om atic Cal l D ist ribu tio n ( ACD )
View in g th e Qu eu e St atu s Displ ay
Dial th e Que ue S ta tus code [577] on the dia l pad, followe d b y the AC D
gro up (5XX) the supervisor wants to observe,
-or -
Press the pre-programmed flex button.
The Queue S ta tus display shows th e f ollowin g information:
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
Cha n gi ng th e Di spl ay t o a D iffer ent G roup
Dial th e Que ue S ta tus code [577] on the dia l pad, followe d b y the AC D
gro up they want to ob serve ,
-or -
Press the pre-programmed flex button.
Conditions
†To re c ei ve the S upe rv is o r’s Queue Status d is play, the s tation mus t be
loggedinasaSupervisoranddialtheflexcodefortheappropriate
grou p.
†AC D S upe rv is o rs re c ei ve t he Q ue ue S ta tus di spl ay in re al t ime .
†The Qu eue St at us di sp lay is only gi ven w hen t he AC D gr oup m embe r
or Supervisors station is not receiving a higher priority display, such
as HELP or Out -O f- Se rv ice, or ot her ap pl icab le off- hook e ve nts ar e
ta king place at the station.
†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 they are p re sently
displaying, they must e nter a new re ques t for Que ue Status dis pla y.
5 XX: CIQ: XX AGENTS : XX
OC: HH:MM:SS 
						

							Auto ma ti c C al l D is tr i but i on (AC D ) 5- 23
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 eight ACD gro ups in the
system. This display tells the Supervisor/Agent which stations are logged
into the group, and if the station logged-in is Available/Unavailable, Out-
of-Service, in DND , or bus y on a ca ll. The Superv is or/Agen t could use th is
display to determine why there are a lot of queued calls in a specific
gro up.
Any station (Supervisor or Agent) logged onto the ACD group can bring
up the group m embe rs disp lay as follows :
1. Dial the ACD Group Member Statu s code [573] on the dial pad,
-or -
Pr es s t he pr e- pro gram med fl ex b utt on. The di spl ay now sh ow s A CD
Group 550. The status of the ACD agents is displayed with a letter
following the station numbe r where th e a gent logge d in.
(N ) = N o t Eq u i pp e d
(D ) = D o n o t D i s tu r b
(O ) = O u t of se r v i c e
(U) = Unavailabl e
(B ) = B u sy o n a c al l
(A) = Av ai l ab l e
NOTE -- If an Agent made a call while out of service, the status would be out of
ser vic e, no t bu sy.
2. Press [✳] to scroll up to the next ACD Group. If more than eight
m embers a re in the ACD group, the nex t dep ression of the [
✳]
d is play s t he add it iona l memb er s,
-or -
Press [#] to scroll down to the previous ACD Group. To return to an
idle display, the Supervisor/Agent station returns to on-hook
condition.
Conditions
The ACD Group Members Status display updates when the code is dialed.
ACD5XX: 110A 111A 112A
113O 114U 115D 116B 117N 
						

							5-24 B ackgro und Mus ic (O ptio nal )
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 w hen the ag ent is logge d into any group a nd is
ava ilable. (A flex b utton m ust be progra mmed for this button to operate. )
Background Music (O ptional)
To sel e ct m ult ip le ba c kgroun d mus ic c h anne ls fr om a st at ion:
1 . Di al [6 32 ] on th e d ial p ad,
-or -
Press pre-programmed flex button. The following message displays:
2. Enter the des ired channe l on the dial pad. A confirm ation tone is
he ard. Mus ic is now he ard throug h the spe ake r.
M usi c is di sc ont inu ed autom at ic al ly :
†Whe n you p ick up the hand set,
-or -
†Pres s the ON/OF F button.
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 busy station hangs up, you are signaled.
0:OF F 1:CH-1 2:CH-2
MMM DD YY HH:MM am 
						

							Ca ll Co verage 5-25
4. Answer the call; the station you called is then signaled. (If your station
i s busy when si gnal ed, an aut omat ic M S G i s l ef t at your phone .
Ca l l C over ag e
The C all C o ver ag e f eat u r e p ro v ide s the fu nc t i o nal it y f o r s ta ti o ns to
answ er calls fo r other stations by us ing e nhance d DS S buttons. Visua l a nd
Au dib le st at us of r ing ing st at ions t o an ass ign ed co ver age s tat i on ar e
pr ovid ed.
Program ming Flex Butt on for C all Cove rage
1. Press the SPEED button twice.
2. Pressthedesiredflexiblebuttontobeprogrammed.
3. Dial [646] (ringin g type ) or [647] (non-ringing type ) on the dial pa d
f ollowed by the ex tension num ber to be covered. A conf irmation
t one is he ar d. I f a n e rr or was made dur i ng e ntr y, a n e rr or tone i s
presented.
Whe n the button is ass ig ned on the station and a call rings in:
†The coverage s ta tion he ars ringing for the cov erage station after
afive second delay.
†The ring ton e is the inte rnal ring tone cad ence.
†Thecoveragestation’s LC D i de nti fi es th e r i nging st at io n :
Wh en th e A utoma tic C all Ba ck ti mer i s e nab led , a Cal l Back req ues t is
aut omati call y be i nv oke d any time a user l isten s to i nte rcom bu sy tone
f or a pr es et p eri od of time .
O nly o ne C all Back r equ est can b e le ft at a st ation ; the se con d req uest is
converted to a message wait call back request.
CA LL FOR STA XXX
MMM DD YY HH:MM am 
						

							5-26 Cal l Coverag e
4. The coverage s ta tion then perform s one of th e f ollowing step s:
Pres s the flash ing COVE RAGE flex ible button,
-or -
Pres s the ON/OF F button,
-or -
Li ft the ha ndse t, i f PLA i s e nab le d.
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 de fau lt, no CALL COVE RAGE buttons a re as signed.
Conditions
†M ult ip le c ove rag e s ta ti ons c an hav e t he sa me re mote r i nging
st at ion(s ) pr ogr amme d on th ei r st ati ons.
†Once a coverage station answers the call, other stations attempting
to answe r th e ca ll r ecei ve a busy ton e a nd t he cal l cove r age but ton
ext i ngui shes on all a ppe ar ances of tha t b utt on.
†This f eature ca n cove r S LT ex te nsions, howeve r an S LT cannot
perf orm th e ca ll coverage f unction. The SLT extens ion does not have
to be physically installed, only the SLT card needs to be installed.
†Di re ct CO ca ll s hav e r in g and LC D pr io ri ty over cal l cov er age call s. The
cal l cove ra ge st at ion must hav e a di re ct CO app ear ance or Loop
button in order to pick up an external call. If the call coverage station
is in DN D, no a udible rin ging is he ard, howe ver visua l and LC D
inf o rma ti o n i s pre se nte d.
†This f eature ca n be programmed on any key station or DSS Cons ole
with an available flexible button. If the DSS with a call coverage
button ass ign ed is unplugged or moved, the station ass ocia ted with
tha t DSS s to ps r ing ing u nti l th e D SS is pl u gge d i n a gai n.
†Camp-On or Override drops any internal callers that a station is
ta lk ing to.
CA LL TO STAT ION XXX
FROM STA YYY HH:MM:SS 
						

							Ca ll F o r wa rd : St a ti o n 5 - 2 7
†Onlyonebuttontype(646 or 647)per covered station canbe
ass ign ed on a key set .
Ca l l For w ar d: St at ion
St at ion use rs may for war d t hei r cal ls t o al t er nat e d es ti nat ions . T hi s
fea tur e is e nab le d/ dis abl ed i n ad min p rogr amm ing on a pe r st at i on bas is .
Valid destinations are other s ta tions and call groups (ACD , UC D, Hunt,
and Voice Mai l) .
Call Forward - All C al ls
Ac t iv ati n g Cal l Fo r wa r di ng
1. Lift hands et or pres s ON/OFF button.
2. Press the FWD button or dial [640].
3. Dial the All Call code [6].
4. Press DSS button of desired station,
-or -
Di al t he d es ir ed e xte nsi on numb er wh er e al l cal l s ar e to b e for war de d
(including ACD or UCD, Voice Mail, and Hunt Group pilot numbers).
5 . Repl ace hand se t or p re ss ON /O FF but ton .
Removing Call Forwarding
1. Lift hands et or pres s ON/OFF button.
2. Pres s the FWD button. A conf irmation tone is he ard and the FWD LED
i s ext i nguis hed.
Conditions
†Li ne Q ue ue, Cal l Bac k r equ est s, M es sage Wai t re que st s, a nd
pr e-s el ec t ed me ssa ges ar e c anc el ed whe n a st at ion ac t iva te s c a ll
for war d.
†Cal l Back r e ques ts ar e not al lowe d at a st at ion wher e cal ls ar e
for war ded.
A Fle x bu tton mu st be prog ramme d for thi s fe ature to ope rate .
Re fe r to“Fle xi ble Butto n Assign men t”in t his cha pter . 
						

							5-28 Cal l Fo rw ard: Stat io n
†CO Line calls can be transferred by the receiving station back to the
original forwarded station.
†A station in the call forward mode may still make outgoing calls.
Call Forward - Bus y
Ac t iv ati n g Cal l Fo r wa r di ng
1. Lift the handset or press ON/OFF button.
2. Press the FWD button or dial [640] on the dial pad.
3 . Di al th e C al l Fo rwa rd Busy code [8] on t he di al pad.
4. Dial the desired destination number where calls are to be forwarded.
Aconfirmation toneisheard.
5 . Repl ace hand se t or p re ss ON /O FF but ton .
Removing Call Forwarding
1. Lift the handset or press the ON/OFF button.
2. Pres s the FW D b utton. A co nfirmation tone is hea rd and FWD LE D is
extinguished.
Call Forward - Bus y/No Ans wer
Ac t iv ati n g Cal l Fo r wa r di ng
1. Lift the handset or press ON/OFF button.
2. Press the FWD button or dial [640] on the dial pad.
3 . Di al th e C al l Fo rwa rd Busy/No Ans wer code [9 ] on th e d ial p ad.
4. Dial the desired destination number where calls are to be forwarded.
Aconfirmation toneisheard.
5 . Repl ace hand se t or p re ss ON /O FF but ton .
Removing Call Forwarding
1. Lift the handset or press 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. 
						

							Ca ll F o r wa rd : St a ti o n 5 - 2 9
Call Forward - Fol low-Me
The Fo llow-Me fe atu re lets a use r who is away from their station,
act iva te /dea cti vat e cal l forwa rd ing from anot he r st ati on in the sy st em.
This lets the user forward their calls to their current location or into Voice
Mail , A C D/ UCD, Hunt Gr oups, or to a ny ot her st at i on in the sy st em. Whe n
this call forward is activated, all calls presented to the forwarded station
for war d t o t he des ti nat i on st at ion im med iat e ly.
Act iv ating Follow-Me Call Forwarding
1. Lift the handset or press ON/OFF button.
2. Dial the Follow-Me Forward code [642] on the dial pad.
3 . Di al th e s ta ti o n nu m ber o f t he s ta ti o n f ro m whic h fo r war din g i s
desired.
4. Dial th e a ppropriate forwarding condition code.
[6] = All Ca lls [8] = Busy
[7] = No Ans wer [9] = Busy/No An swer
5. Dial the three-digit destination number where calls are to be
f or ward ed (St at ion, Voice Mai l, AC D/UCD, or Hunt Gr oups. ) A
conf irmation ton e is hea rd.
6 . Repl ace hand se t or p re ss ON /O FF but ton .
Remov ing Follow-Me Call Forw arding
1. Lift the handset or press ON/OFF button.
2. Dial the Follow-Me Forward code [642] on the dial pad.
3 . Di al th e s ta ti o n nu m ber o f t he s ta ti o n t hat f o rw ard ing is to be
ca ncelled.
4. Dial [6] (regardless o f the forward condition).
5. Redial the same station number. A confirmation tone sounds and the
FWD LED extinguishes.
Es tablishing Follow-Me Call Forw arding (off-site locat ion)
1. Dial into the system on a DISA or TIE trunk. Enter the DISA access
code, if app licable.
2. Dial the Follow-Me Forward code [642] on the dial pad.
3 . Di al th e s ta ti o n nu m ber o f t he s ta ti o n f ro m whic h fo r war din g i s
desired. 
						

							5-30 Cal l Fo rw ard: Stat io n
4. Dial th e a ppropriate forwarding condition code.
[6] = All Ca lls [8] = Busy
[7] = No Ans wer [9] = Busy/No An swer
5. Dial the three-digit destination number where calls are to be
f or ward ed. St at ion, Voice Mai l, AC D/UCD, or Hunt Gr oups.) A
conf ir mat ion ton e s ounds; fi ve se conds lat er a di al t one is re cei ved.
Remov ing Follow-Me Call Forw arding (off-site locat ion)
1. Dial into the system on a DISA or TIE trunk. Enter the DISA access
code, if app licable.
2. Dial the Follow-Me Forward code [642] on the dial pad.
3 . Di al th e s ta ti o n nu m ber o f t he s ta ti o n t hat f o rw ard ing is to be
ca ncelled.
4. Dial [6] (regardless o f the forward condition).
5 . R edi al t he sam e s ta ti o n nu m ber. A c o nfi rm ati o n t o ne so u n ds; fiv e
seconds later a dial tone is received.
Conditions
†If a Cal l For ward mode i s cur r ent ly act iv e a t the s tat i on whe re
for war di ng i s d esi re d, t he ne w for wa rd become s act ive an d cance ls
the p reviou s forwa rd.
†Both internal and external calls to the affected station forward to the
des ig nate d l ocat ion .
†Cal l for war di ng mus t be al lowe d i n pr ogr ammi ng f or the af fect ed
st at ion.
†When remote forward is activated, the forwarding is immediate.
†A station’s Ca ll Forward s ta tus is s tored in a b attery protected area of
mem ory. A station’s C all For wa rd st at us i s re tur ne d af te r a powe r
fai lur e or sys te m r es et oc c ur s.
†When a key telephone is forwarded remotely, th e k ey station’s
forward b utton lig hts. Th e s ta tion us er may cance l the forwa rding a t
the i r s ta ti o n by pre ss ing ON/ O FF, the n t he FWD bu t to n. SLT u s er s c an
cancel their forwa rding b y going of f hook and dia ling the forwa rd
code. 
						

							Ca ll F o r wa rd : St a ti o n 5 - 3 1
†DISA cal l ers e nte ring the code a nd ma ki ng a mis ta ke are g ive n a n
error tone for 3 seconds, silence for 2 secon ds, then the dial tone is
re tu r ne d.
Call Forward - No Ans wer
Ac t iv ati n g Cal l Fo r wa r di ng
1. Lift the handset or press ON/OFF button.
2. Press the FWD button or dial [640] on the dial pad.
3 . Di al th e C al l Fo rwa rd No-A ns wer code [7 ] on the di al pa d.
4. Dial the desired destination number where calls are to be forwarded.
Aconfirmation toneisheard.
5 . Repl ace hand se t or p re ss ON /O FF but ton .
Removing Call Forwarding
1. Lift the handset or press ON/OFF button.
2. Pres s the FW D b utton. A co nfirmation tone is hea rd and FWD LE D is
extinguished.
Call Forward - O ff -Ne t (via s pee d di al )
The Call Fo rward Off-Net feature allows stations to forward intercom and
tr ans fer r ed CO cal ls t o an off-n et l ocat ion. In a spe ed dia l bin , st or e the
numbe r of the off- net location where calls are to be forwarded. Follow
ins tr uc t ions pr ovi ded for st or ing st at ion or sys te m s pee d d ial nu mber s.
1. Lift hands et or pres s ON/OFF button.
2. Press the FWD button or dial [640] on the dial pad.
3. Press [
✳], then dial the speed bin number (000-019, 020-999) that
contains the numb er whe re calls are to be forwa rde d. A conf irmation
tone is heard and the FWD button LED is flashing.
4 . Repl ace hand se t or p re ss ON /O FF but ton .
Remov ing Off-Net Forwarding
1. Lift the handset or press ON/OFF button.
2. Pres s the FW D b utton. A co nfirmation tone is hea rd and FWD LE D is
extinguished.