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 terminate the
display.
The user assigns a flexible button by dialing 579 XXX.
(XXX is the ACD group number 550-565.)
Conditions
An y AC D s tat i on can ha ve a but ton a ssi gne d to vie w t he cal l s in queue for
any AC D g roup.
ACD Avai lable/Unavail able Mode
If you are an ACD agent, you may place your station in the Available
mode to receive ACD calls, or you may place your station in the
Unav ailab le mode to block ACD calls from ringin g your s ta tion.
Making a St ation Ava ilab le
Di al [5 66 ] on th e d ial p ad,
-or -
Press the pre-programmed AVAILABLE/UNAVAILABLE button. You may
now receive ACD calls.
Making a St ation U na vailable
Di al [5 66 ] on th e d ial p ad,
-or -
Press the pre-programmed AVAILABLE/UNAVAILABLE button. You are
now b locked from receiving ACD calls .
ACD5XX 0 0 CALLS IN QUEUE
MMM DD YY HH:MM a m 
						

							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 is used to calculate the average call duration:
(Place in Queue) (Call Factor)
--- -- --- --- -- --- --- -- --- --- -- --- --- -- --- --- -- -
Number of A gents Logged into Group
ACD Ca ll Qu a lif ica t i on
The CA LL QUA LI FI CA TI O N fe at ure pr ovi des a m eans for an Age nt on A CD
calls to enter ca ll iden tifica tion cod es. Th is feature provides up to four
digits for the ACD SMD R re porting function. Up to 12 digits can be
entere d, ho weve r only the first fo ur d igits a re use d in the SMD R re cord .
Whi le A gen t is on a c al l:
1 . Pr es s t he pr e- pro gram med CA LL QUA LIF Y fl ex but ton, fol lowe d by
the f o u r- digi t qu a li fy c o d e.
2. Enter a [
✳] to comp lete the sequence. A s hort burs t of conf irmation
tone is he ard throug h the keys et s pea ker, if programme d.
Conditions
†The outside party d oes not hear the (q ualify code) account code
be ing ent er ed.
†The qualify code is the f irst four digits of the a ccou nt code. T herefo re,
the account code record in the SMDR contains the qualif y code in the
fi rst f our dig it s.
†The qua lify cod e m ust be entered during CO talk s tate.
†The QUALIFY button is programmed using a flex code [570+##] or a
spe ed bin numb er [570+YY ]. T he spe ed bin num ber can also h ave
the C all Q u al if ie r co de. 
						

							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 the
gro up me mbe rs di spl ay as fol lows :
1. Dial ACD Group Member Status co de [573],
-or -
Pr es s p re -pr o gr amme d fl e x but to n . Di sp lay sho ws A CD Gro up 5 50 .
ThestatusoftheACDagentsisdisplayedwithaletterfollowingthe
station numbe r where the a gent is 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 goes to on-ho ok condition.
Conditions
†The A CD Group Memb er s St atus di sp lay is upd ate d a t the t im e t he
code is di al ed.
†If an ag ent made a cal l whil e o ut of ser v ice, the st at us woul d be out o f
se rv ice, not bus y.
ACD5XX: 110A 111A 112A
113O 114U 115D 116B 117N 
						

							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 receive ACD calls.
Pl aci n g a S tat ion i n U na va il abl e Mode
Di al [5 78 ] on th e d ial p ad,
-or -
Press the pre-programmed AVAILABLE/UNAVAILABLE button. You are
now b locked from receiving ACD calls .
ACD Overflow Station - Forwarding
The ACD Overflow Station feature allows ACD calls reaching the ACD
Ov er flo w St at io n t o fol low the c a ll for war d of t he o ver fl ow st at i on.
1. Lift the handset or press ON/OFF button.
2. Pres s the FW D b utton.
3 . Di al th e d esi r ed cod e:
[6] = All Ca lls
[7] = No Ans wer Ca lls
[8] = Busy Calls
[9 ] = Busy and No A nswe r Cal ls
4. Dial the desired destination number where calls are to be forwarded
( Station, Voice Mail, AC D or Hunt g roups ). C onfirma tion tone is heard.
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. 
						

							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 LOGIN flex button LED is lit steady. A confirmation tone is heard
and the s uperv is or is logg ed onto the ACD grou p. Th e ON/OFF LED
ext i ngui shes i f t he sup er vi sor st ar t ed th e s eque nc e in th e ha ndsf re e
mode. When the supervisor logs in, an ACD login event is sent to the
ACD Events Trace port, if active.
†To log out, dial LOGOUT CODE[575]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/LOGO UT fl exi ble b utt on, the LE D
ext i ngui shes .
Conditions
†Onl y 1 s upe rvis or can b e l ogge d i nto a group.
†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
that group already has 32 members, the supervisor receives error
to ne .
A CD S upe rv is or Log -in LE D o nly l ight s for A CD g roup as s ign ed to th at
but ton.
T he s ame fl ex butto n can b e us ed t o toggl e th e Lo gin/ Log out feat ure . 
						

							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 agent’scallinalisten-only
mode or in a true conference m ode by us e of the Barge- In fea ture. Th is
fea ture is av ailab le with or without a warnin g tone.
The ACD sup ervis or can intrud e on an agent’scall in theListenOnly
mode as fol lows :
1. Dial the agent’s s ta ti o n nu m ber.
2. Upon hearing a bus y tone, pre ss the p re -programme d BARGE- IN flex
button.
†The c onver sa ti on i n p rogr es s i s hea rd by t he Sup er vi sor on the
hands et rece ive r and the S upe rv is or’s MUTE button LED is lit
indicating that the Supervisor’stransmitismuted.
†If the Supervisor wishes to participate in the conversatio n in a
true confe re nce m ode, the y ca n pres s the MUTE button which
re mo ve s mut e.
Conditions
†Supervisors a re granted the Barge-In option if they log in at a station
with the ACD Supervisor Barge- In ena bled in s ta tion p rogramming.
†Supervisors ca n only Barge-In on ca lls of ACD g roup( s) m embers into
which they are logged.
The use ofSupervisor Monitorwith Barge-In is limited by federallawand
may a ls o be li mite d or pr ohib ite d by s tate or loc al law , s o ch ec k the
re lev ant l aws in yo ur are a be fo re e mplo yin g the se featu res .
A c hang e in v ol ume may occu r on the CO lin e or i nte rcom ca ll afte r the
barg e-i n occu rs.
The Executive Over ride Co de, [625] pr ogram sSup vMon itor wi th B arge-
Infeatureontoaflexbutton. 
						

							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 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, station must be
logged in as Supervisor and dial the flex code for the desired group.
†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.
5 XX: CIQ: XX AGENTS : XX
OC: HH:MM:SS 
						

							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 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)
1. Dial[632 ]on th e d ial p ad,
-or -
Pr es s t he pr e- pro gram med fl exi bl e b utt on. The LCD dis pl ay s hows
the f o ll o wing :
2. Enter the de sire d chann el on the dial pad. C onfirma tion tone is he ard.
Mus ic is now he ard throug h the spe ake r.
3. Pres s the Volum e Ba r to cha nge th e v olume . T he following me ss age
displays:
Conditions
†Whe n you p ick up the hand set or p re ss the ON/OF F b utton, music is
di sc o nti nu e d au to ma ti c al ly.
†Once t he hea dse t is ena bl ed, BGM is di scont inue d.
0:OF F 1:CH-1 2:CH-2
MMM DD YY HH:MM am
S PE AK ER BG M [ #### ### ##]
MMM DD YY HH:MM am 
						

							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 at us of r ingi ng s ta ti ons to a n as si gned
coverage station are provided.
Once the button is as signed on the station and a ca ll rings in:
1. The coverage s ta tion he ars ringing for the cov erage station after a
programmableperiodoftime.Theringtoneistheinternalringtone
c ade nc e. The c over age st at i on’s LC D i dent i fie s the r in ging st at ion as:
2. The Cove ra ge station the n pres se s the ir flas hing COV ERAG E f le xible
button,
-or -
Pres se s the ON /OFF button,
-or -
Lifts the hands et if PLA is enab le d.
A call b ack r equ es t is auto matica lly inv oke d an ytim e a us er l is ten s
to th e in terc om busy to ne for a p rese t per iod of time .
O nly one C al l Back req uest ca n be l eft at a stati on; the seco nd
requestis converted to a message wait call back request.
CA LL FOR STA XXX
MMM DD YY HH:MM am 
						

							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, only the SLT card must 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 LOO P
button to pick up an external call. If the call covera ge station is in
DND, no a udib le ringing is hea rd, howeve r visual a nd LCD
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 to which a station is
ta lk ing.
†Onlyonebuttontype(646 or 647)per covered station canbe
ass ign ed on a key set .
CA LL TO STAT ION XXX
FROM STA YYY HH:MM:SS