Vodavi Triad 1/2/3 Product Description Manual

							6-6Introduction
Flexible Bu tton sprovide access to idle outside lines, DSS/BLF for
interna l s ta tions, access speed dial numbers an d activ ate fea tures . Thes e
but tons can be pr ogra mme d by t he i ndi vi dual s tat i on us er . T he def ault
fl ex f eat ur e but tons ar e des cri be d as fol low s:
†CALL BACK butto n lets you initiate a call back request to another busy
st at ion. A s s oon as t hat st at io n be comes i dle , t he st at ion tha t le ft th e
call b ack req ues t is automatica lly s igna led. A f lex button mus t b e
ass ign ed to use thi s fea tur e.
†PIC K-UP bu tton lets you pick up a tone ringing intercom call,
tr ans fer r ed, inc omi ng, or r ec a ll ing out si de ca ll t o a spe c if ic
unat te nde d s tat i on, b y gr oup or d ir ect ed cal l p ick- up.
†DND (DO N OT DIS TURB) but ton le ts t he use r pla ce t he ir t el eph one
into Do Not Disturb mode to eliminate incoming outside line ringing,
intercom ca lls, transf ers a nd p aging an nounceme nts. T he station in
DNDcanusethetelephonetomakenormaloutgoingcalls.On
Attendant stations, this button becomes the system Night Mode
button. A flex button must be assigned to use this feature.
†LINEQUEUEbuttonletsyouqueue toanoutsidelinewhenalllines in
a g roup are b usy. Your s ta tion is p la ce d in q ueue , awa itin g a line in
the s ame gr oup t o be come avai l abl e.
Outside Callsare announced by a tone signal repeated every 3.2
seconds. The correspon ding outside line ind icator flashes slowly.
Interco m Callscan b e tone ringing or voice a nnounce. If voice
announce d, the rece iv ing station re ceive s three tone burs ts prio r to the
announce me nt. If a tone ring ing call, the rece iv ing station hea rs a tone
ring every 2.4 seconds. 
						

							Introduction6-7
Digital Numbering Plan
* Features available with optional software
Ta ble 6-2: Digita l Telephone Numbe ring Plan
ACD* Age nt Help 5 74 ICLID Dis play ( Unans we red Ca lls) 6 3 5
ACD * Ag e n t Lo g in (P r ima r y G r p) 5 72 +[ 5 UU ] Las t Nu m be r R e dial [ SP E ED ]+ [# ]
ACD* Agent Login (S econda ry Grp) 582+[5UU] LC R or CO Line Grp 1 (if LCR disabled) 9
ACD * Ag e n t Lo g o u t (P r ima r y G r p) 5 71 LC R Q u eu e C an c el 6 2 6
ACD* Agent Logout (S econdar y Grp ) 581 Loop Key (Requires Button) 89
ACD* Cal l Factor 580+[5UU] Message Wait 623
(re quires button) + [F FF] Modem via DI SA A ccess or Trans 499
ACD* Cal l Qualif ier 5 70 +[ YY] Na me in Displ ay Progra mm ing 6 9 0
ACD* Group Member S tatus 573 Off-Hook Pref Programming 691+ [BB]
ACD* Group Pilot Num bers 1-1 6 5 +[ UU] Of f-Net - Call F or wa rd [ FW D]+ [
✳]
ACD* or UCD Avail able /Una vaila ble 5 66 OHVO Enab le 6 2 8
ACD* or UCD Calls in Queue Disp lay 5 67 5 5+ [U] Page - All Ca ll (Int & Ext) 7 0 0
ACD* Ove rf low S ta Ava il/Unavai l 5 78 Page - Exte rnal Al l Call ( All Zone s) 7 6 +[0 ]
ACD* Supervi sor Login 576+[5UU] Page - External Zones 76+[P]
ACD* Supervi sor Logout 575[5UU] Page - Internal All Cal l (All Zones) 709
ACD* Supv Queue Status Disp lay 577+[5UU] Page - Internal Zones 1-8 701-708
Atte ndant 0 Page - Mee t Me (Answe r) 770
Background Music 632+[0, 1, 2] Personali zed Messages 633+[ZZ]
Call For ward - Al l [ FW D]+ [6 ] Pe rsonali ze d Me ss age s - Cle ar 6 3 3+ [0 0]
Cal l Fo r war d - B u sy [ FW D ]+ [8 ] Re pe at R ed i a l 6 4 3
Call For ward - B usy /N o A nsw er [ FW D]+ [9 ] Save N umbe r R edia l [ SP E ED]+ [
✳]
Call Fo r war d - N o An s we r [ FW D ]+ [7 ] Spe ed D ia l Ac c es s [ SP E ED ]+ [ Y Y Y ]
Cal l Fo r war d - Fo l l o w Me 6 42 (0 00 - 01 9 S t a) (0 20 - 99 9 S ys )
Call For ward O verride 5 # Station Re locate 6 3 6+ [XXX]
Call Park Loca tion - Personal 438 Tone Mode Ring O ption 6#+ [XXX ]
Call Park Loca tion - S tation 4 39 +[ XXX] UC D Group Pilot Numbe rs 5 5 + [U]
Call Park Loca tion - S yste m 43+ [C ] Univ ersal Day/ Ni ght A nswer # 5
Call Park Pickup ( Key a nd SLT ) # 43 +[ C] Voice Mail Grp Pilot Numbe rs 4 4 +[ V ]
ClearCallForward,DND,Msg 662
CO Line Direct Ac ce s s 8 8+ [L LL]
CO Line Group ( LCR if 9 11 activ e) 8 00LEGEND--
CO Line Groups 1-24 800-823C=CallParkLocation(0-7)
Dial By Nam e 6
✳FFF= ACD* Call Factor (000-999)
Directory Dial 680H = Hunt Group Number (0-7)
Distinc tive Ringing 6 95LLL = Line Number
Do Not Disturb 631(001-048Triad 1/2, 0 01- 1 44Tria d 3)
Executive O verrid e/Monitor Barge-I n 625P=ExternalPageZoneNumber(1-2)
Exte nsi on N u m ber s -Tria d 1 /2100-171U=UCDGroupNumber(0-7)
Exte nsi on N u m ber s -Tria d 3100-351U U = ACD * ( 50 -6 5)
GroupCallPickUp(KeyandSLT) #0V=VoiceMailGroupNumber(0-7)
Head set M ode 634XXX = Intercom Station Numbers
Hunt Group Pilot Numbers 45+ [H]YYY = Speed Dial Bin Numbers
ICLI D Dis play (A nsw ere d Calls ) 6 59ZZ = P ersonalized Mes sages 
						

							6-8 Account Codes
Account Codes
When connected to a n outside line call:
1 . Pr es s t he pr e- pro gram med ACC OUNT CO DE but ton .
2. Dial account code up to 12-digits. ( The other p arty does not h ear the
digits being dialed).
†If account code islessthan 12-digits,an[✳]mustbeenteredto
re tu r n to t he c al l.
†If account codes a re forced, the a ccount cod e m ust be entered
prior to dialing the outside number.
Account Codes/Traveling COS ( Verified)
The Verified Account Code/Traveling Class of Service (COS) feature
pr o vid es th e a bi li ty to tr ac k spe c if ic c a ll s b y e nte r ing a v er ifi e d, v ari ab le
le ngt h (up t o 1 2 d igi t s) i de nti fi er . E ach a ccount code can b e a ssi gne d a
day and nigh t Cla ss of S ervice f or determinin g the dia ling p rivile ges
allowedbythataccountcode.
This feature provides a means for users to override a restricted station. If
the d ialed account code ma tches the Verified Account cod e tab le, a n
int e rc om dia l tone i s r e tur ned , ot her wi se an er ror t one is pr es ent e d.
Using forced Account Codes is optional, ava ilable on a sys tem-wide bas is .
SMDR m ust be ena bled f or the account code to print a s pa rt of the SMD R
re c o rd . T heTri a d 1 /2 /3System allows up to 250 12-digit account codes
for verification purposes.
SMDR m us t b e e nabl ed for th e A cco unt C ode fe atur e to op erat e. A ls o,
SMDR mus t be en able d fo r th e accou nt code to be come pa rt o f the S MDR
reco rd. 
						

							Ans wering a R ecal l 6 -9
En teri n g an A ccoun t Code Pri or to a CO Cal l
1 . Pr es s p re -pr ogr amme d A CCO UNT COD E b utt on b efor e ac c es si ng a
CO li ne.
2. Dial th e a cco unt cod e up to 12- digits. If the account code matches a
v er ifi e d ac c o u nt c o de , i nte rc o m di al to ne i s re tu r ne d. O th er wi se an
error tone is presented.
3 . Acce ss the out si de CO li ne or di al th e LC R code and dia l the de si re d
nu mber.
Conditions
†Verified Account C odes allow use of an a ccou nt cod e a s a trav eling
Cl ass of Se rv ice .
†If LCR is a ctivated in the system and verified a ccount codes are f orced,
theusermustentertheaccountcodebeforedialingtheLCRcode.
†Whe n ve ri fi ed ac c ount c odes ar e for ce d, s ta ti on M US T e nt er an
account code to dial a nu mber that is restricted through s ta tion COS
and toll restriction. An account code is n ot required for calls that are
unrestricted through station COS and toll restriction.
†Whe n ve ri fi ed account codes ar e not for ced, a st at i on use r may pl ace
a call without entering an account code. In this case , the s ta tion use rs
COS i s b ase d on th ei r st ati on C OS. I n t his c as e, a us er c an ent er a
ver i fie d a cco unt cod e to u pgra de th ei r C OS .
†The R e dia l f eat ur e d oes not sup por t Ve r ifi ed A cc ount C odes .
Answe ring a Recall
When an outside line remains on hold for an extended time period, a
recalling ring reminder is sent. (If Preferred Line Answer is enabled, skip
st ep 1. )
1 . Pr es s ou ts ide l ine , LO OP or P O OL but ton fla shi ng a t ver y fast r at e.
2. Lift hands et or pres s ON/OFF button to conve rse.
SMDR m us t b e e nabl ed for th e A cco unt C ode fe atur e to op erat e. A ls o,
SMDR mustbe enabled fortheaccountcode tobecome partof theSMDR
reco rd. 
						

							6-10 Ans we rin g Ma chine Emul at io n
Answering Machine Emulation
Whe n a cal l i s s ent t o a voi ce ma il box, t he st at ion a ssoci at ed wi t h th at ca n
pr ess a pr e-p rogr am med but ton to li st en to th e c a ll er l ea ving t he voic e
mail message. If the mailbox owner decides to speak with the caller, they
c an p re ss th e p re -pr o gr amme d b u tt o n t o b e c o nn ec t ed to the c al l er .
No ti fi ca ti on M et ho ds
Two methods of notification are a vaila ble , a Ring Mode or a Spe ake r
Mode. The pre-programmed button type (654+0=Ring Mode,
654+1=Spkr Mode) defines the o peration mode.
EXAMPLE -- Station A places their phone in the answering machine mode
by pre ss ing the fl e xibl e but ton pr ogr amme d on the t el ep hone. Th e
button light is s olid red. W hatever button type is as signed on the
telephonedefinestheoperationmodeofthefeature.)
Whe n an incom ing CO call rings at a station and forwa rd s (e xcep t busy
ty pe) to the s ta ti o n’svoicemailbox:
†In RIN G MOD E, the pre- progra mmed ans wering machine flex button
fl ashe s a t 48 0 ip m r ed whi le t he ca ll er i s in the owne r’smailbox.The
mai lb ox owner pr es se s t he pre -pr ogr amme d fl as hing but ton and t he
audi o i s b roa dcast ove r th e s pe ake r of t he keys et . The mut e k ey is
ena ble d o n t he keys et at t hi s p oint . The LED l ight i s sol id re d.
†In SPKR MODE, the voice mail message is broadcast over the speaker.
The mute key is e nabled on the ke yse t and the LE D lig ht is solid re d.
Mailbox Options
†To leave the caller in th e voice mailan d st op t he s pea ker br oadca st,
pr ess t he ON/O FF but ton. Th e m ail box ow ner can conti nue to li st en
to the message being left withou t taking action at their keyset. When
the caller disconnects after leaving the voice mail message, the
button returns to solid red a nd the keyset returns to idle.
†To talk to the partyleaving the message, press the MUTE key. The
station re mains in the CON F mod e, a nd the caller he ars the voice mail
and the s tat i on us er. 
						

							Ans wering Machin e Emulat ion 6-11
†To p i c k u p t h e c a l l,presstheflexiblebutton.Whenthecallispicked
up, the voice m ail s ystem dis connects fro m the call, and the voice
mail port returns to the idle (waiting) state. The caller is in a normal
ta lk st at e wi t h t he CO c all e r.
Conditions
†TheusermusthaveanElectronicorDigitalKeyset.
†Keys et mus t have a pre -pr ogr amme d ANS WER MACH INE fl ex button.
†After the in-band digits are sent to the voice mail, the station’sflexible
button status is checked. The feature is executed based on this check.
The result of the checkisasfollows:
- Inac tive = no fe ature ope ra tion e xecuted
- Active = feature executed as per b utton fu nction ( ring mod e or
speaker mode)
†An id le st at io n c an pre ss t he f le xib le but t on t o go t o t he i nac t ive
mode . Th e L ED extinguis hes and no a nswe r machine calls are
prese nted to the statio n.
†Onc e t he but ton is pr ogra mme d at t he st at ion, i t is in th e i nac t i ve
mode (LE D e xtingu ish es) .
†If the station u ser a nswe rs th e ca ll, the normal CO line LCD win dow
displays. The call timer shows the elapsed time including the time the
caller was in VM. The call timer does not start at 0 in this case.
Di spl ay Me ssa ges
When a call is ringing the station in ring mode, this message displays:
When a station is monitoring the caller in VM, this message displays:
VM SCREENING RING
MMM DD YY HH:MM am
VM SCR EEN IN G
MMM DD YY HH:MM am
An sw eri ng Mach ine Emu latio n onl y ope rate s on Statio n Fo rwardi ng. 
						

							6-12 Aut om atic Cal l D ist ribu tio n ( ACD )
Automatic Call Distribution (ACD)
The ACD feature is available with optional software.Whe n pur chas ed,
Uniform Call Distribution (UCD) is not used and is replaced by the ACD
functions identified below. Sixteen (16) Automatic Call Distribution (ACD)
gro ups ca n be programme d, ea ch contain ing up to s ixty ( 60) three -digit
st at ion numbe rs forTr iad 1/ 2and 25 2 st at ion numbe rs forTr iad 3.
ACD A g en t He lp
The ACD Agent HELP feature provides a means for an ACD agent to signal
the i r a ssi gne d s uper vi sor for a ssi st ance . A f le x but t on mus t be
progra mmed for this feature.
While on a call in progress, the agent:
†Pr es se s t hei r pr e-p rogr amm ed HELP f le x but ton . A c onfi rm ati on t one
is he ard by the ag ent. T he age nt’s HELP button illum inates if a
supervisor is logged into their ACD group. If no supervisor is logged
in, the agent receives a burst of error tone and the HELP button does
not illumina te .
†The A CD supe r vi sor st at ion re cei ves a Hel p m es sage whe n a n A CD
mem ber t hat be long s t o th e s ame group in it ia te s a Hel p r eq ues t. The
Help function also s ends a Camp -On tone to the sp ea ker 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 followed by the override feature button to
bridg e onto the ACD group member’scall.TheHELPbuttonplacesan
intercom call to the station requesting Help. The Help message is
cle ar ed aft er t he supe r vi sor s HE LP bu tt on i s p re sse d. T he Hel p
message is also cleared if the agent was on a call and went back on-
hook b efore th e s uperv is or could respond. In this cas e, the Help
mes sag e i s co nv er t ed to a me ssa ge wai t indi c at ion . T he a gent c a n
al so c l ea r the He lp re que st by pre ss ing th ei r HELP b utt o n a se c o nd
ti me. 
						

							Auto ma ti c C al l D is tr i but i on (AC D ) 6- 13
Conditions
†Up to five (5) messages can be left at any supervisor station.
†The sup er vi sor can cance l a He lp re que st si gna l b y pr es si ng t hei r
flashing H ELP b utton. A call is pla ced to the ag ent reque sting He lp. If
the agent is on a call, the supervisor can press the BARGE-IN button
to mo ni to r t he c all o r gi ve as si st anc e.
Agent Login/Logout
The Age nt Login/L ogout fea ture le ts a n Agent log into a Primary a nd
Secondary ACD group to receive calls. An Agent must first login to be
placed into an active ACD state.
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 ndsf re e m ode.
†The ACD Agent Login LE D only lights for the AC D g roup th at is
ass ign ed to tha t b u tt o n.
Tolog outof a n ACD Primary Group:
Di al LOGO UT COD E[ 571]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.
IfamemberisassignedtoaspecificACDgroupandusesthelogin-
lo gout co des to en ter a nd ex it an A CD grou p, othe r than the ir as si gne d
gr oup, th e dat abas e i s ch ang ed to r efle ct the differ ent g roup .
When the agent logs in or out of their ACD Group, an ACD login-logout
event is sent to the ACD Events Trace port, if active. 
						

							6-14 Aut om atic Cal l D ist ribu tio n ( ACD )
Second ary Group
Tolog ina n ACD Secondary Group:
Di al LOGI N C ODE[ 582]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 ndsf re e m ode.
†The ACD Agent Login LE D only lights for the AC D g roup th at is
ass ign ed to tha t b u tt o n.
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
†IfamemberisassignedtoaspecificACDgroupandusesthelogin-
log out cod es to enter a nd e xit a n ACD group, other than the ir own
grou p, t he dat aba se is c hang ed to r e fle c t th e d iff er ent gr oup.
†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 d i n wr ap- up mod e befo re re cei vi ng a n
AC D c a ll .
†If an agent attempts to log into an ACD group that already has the
maximum number of members, that agent receives an error tone.
†TheTriad 1/2/3Digital System does not verify agent’s I D co des, ot her
than requiring entry of four digits.
†An Agent may not login to the same group as a primary and
se con dar y m emb er. 
						

							Auto ma ti c C al l D is tr i but i on (AC D ) 6- 15
ACD Agent Queue Status Display
Fr om a n i dle ke y t el ep hone:
1 . Di al [5 67 ] on th e d ial p ad,
-or -
Pr es s p re -pr ogr amme d fl e x button .
2. Dial the ACD group number (5XX). ON/OFF button LED lights steady.
†The Ag ent Qu eue Status disp lay shows the following information:
5X X = ACD Gr o u p ( 550 - 565 )
†This idle display tells the agent and/or their supervisor how many
calls are in queue.
3. Replace handset or press ON/OFF button to terminate the display.
The age nt automatica lly rece ive s a n e nhance d Ca lls in Queue disp lay
whenever there is a call in queue. The display shows the following:
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 = Oldest call in hours, minutes and seconds
This feature also allows an ACD station (12/24 button executive only) to
assign multiple buttons that display the calls in queue for a particular
gro up on the LC D. Ad ditionally, the b utton L ED ind icate s the numbe r of
cal ls in que ue, dete rmi ned i n pr ogr ammi ng.
ACD5XX 0 0 CALLS IN QUEUE
MMM DD YY HH:MM a m
Th is fe atur e can not b e us ed w ith a ca ll in p rogr es s . T h e s tatio n is
cons id ere d bus y for inc omin g c alls duri ng thi s ope rat ion. E ach ti me
this fea ture i s u se d, wrap -up is starte d.
5 XX: CIQ: XX AGENT( S): XX
OC: HH:MM:SS