Starplus Triad-S 1-2-3 ACD User Guide Feat Pkg 3

Feature Package 3
TRIAD -S, 1/2/3
ACD User Guide
a newA dimension
in business
communications
new dimension
in business
communications
TRIADTM-S, 1/2/3
Digital Telephone Systems
(Feature Package 3)
Automatic Call Distribution (ACD)
User Guide
Issue 3 - May 2000
P/N: 8055-00
I
Issue
Release Date
Changes
1
12-98
Includes Feature Package 1 enhancements.
2
8-99
† Includes Feature Package 2 {FP2} enhancements.
† User Guide content contains extensive revisions.
3
5-00
† Includes Feature Package 3 {FP3} enhancements.
† User Guide has been reformatted.
LIFE SUPPORT APPLICATIONS POLICY
VODAVI Technology, Inc. products are not authorized for and should not
be used within Life Support applications. Life Support systems are
equipment intended to support or sustain life and whose failure to
perform when properly used in accordance with instructions provided
can be reasonably expected to result in significant personal injury or
death.
VODAVI Technology, Inc. warranty is limited to replacement of defective
components and does not cover injury to persons or property or other
consequential damages.
Copyright © 2000 VODAVI Technology, Inc.
All Rights Reserved
This material is copyrighted by VODAVI Technology, Inc. Any unauthorized
reproductions, use or disclosure of this material, or any part thereof, is
strictly prohibited and is a violation of the Copyright Laws of the United
States (17 U.S.C. Section 101 et. seq.).
VODAVI reserves the right to make changes in specifications at any time
and without notice. The information furnished by VODAVI in this material
is believed to be accurate and reliable, but is not warranted to be true in
all cases.
STARPLUSTM and TRIADTM
are registered trademarks of VODAVI Technology, Inc.
seh/2000
Contents
ACD Agent Features ............................................................................ 1
Agent Help Request .................................................................... 1
Agent Login ............................................................................................ 2
Primary Agents ............................................................................. 2
Secondary Agents ........................................................................ 3
Available/Unavailable Mode .................................................... 3
Call Qualification .......................................................................... 4
Calls In Queue ............................................................................... 5
Overflow Station–Available/Unavailable Mode ............... 5
ACD Supervisor Features ................................................................... 6
Group Member Status ................................................................ 6
Monitor w/Barge-In ..................................................................... 7
Queue Status ................................................................................. 8
Supervisor Login .......................................................................... 9
Supervisor Logout ....................................................................... 9
User Programming ............................................................................ 10
Programming Flexible Buttons ............................................. 10
Directory Worksheets ....................................................................... 12
Flexible Button Programming Worksheet ................... 12
Speed Dial Bin Programming Worksheet .................... 12
ACD Numbering Plan .......................................................... 13
Figures
Primary Setup Display ........................................................................
Secondary Agent Setup Display .....................................................
ACD Unavailable Display ...................................................................
ACD Calls in Queue Display ..............................................................
ACD Group Member Display ............................................................
ACD Queue Status Display ................................................................
2
3
4
5
6
8
ii
May 2000
Tables
Programmable Flexible Button Codes ....................................... 10
ACD Numbering Plan......................................................................... 13
ACD Agent Features
A Flexible button must be programmed to use some of
the following features. Refer to Programming Flexible
Buttons.
Agent Help Request
The ACD Agent Help feature allows an ACD agent to signal
their assigned supervisor for assistance.
While the agent is on a call:
Press the HELP Flexible button (if pre-programmed).
Confirmation tone will be heard by the agent.
† HELP button LED will be lit if a supervisor is logged
into the agent’s ACD group.
† If a supervisor is not logged in, the agent will
receive error tone.
The ACD supervisor receives a Help request message if they
are a member of one of the ACD groups they are assigned
to. The Help function sends a Camp-On tone to the
supervisor’s speaker. The Help request takes precedence
over any other messages and can be cleared by the
supervisor by pressing their HELP button.
†
When the supervisor receives a Help request, they can
press the HELP button followed by the OVERRIDE button to
bridge onto the ACD group member’s call. The HELP
button will place an intercom call to the station requesting
help.
2
Agent Login
The Help message will be cleared after the supervisor’s
HELP button is depressed.
Only Digital Telephones are capable of activating this
feature.
Agent Login
A Flexible button must be programmed to use some of
the following features. Refer to Programming
Flexible Buttons.
Primary Agents
The Primary Agent Assignment feature allows the stations
serving as primary agents to be entered into the ACD
group. Agents can login to both a primary and secondary
group. A primary agent’s ACD calls from their primary
group are always presented ahead of any ACD calls in their
secondary group.
1. Press the PRIMARY AGENT flexible button (if preprogrammed). The display shows:
EN T ER AG E NT ID
M M/ DD/ Y Y
HH:MM:SS
Figure 1: Primary Setup Display
-orDial [571]+ [UUU]. (UUU = 550-565)
2. Enter your 4-digit ID. Confirmation sound is heard and
display updates with new primary agent number listed.
Agent Login
3
Secondary Agents
The Secondary Agent Assignment feature allows the
stations serving as secondary agents to be entered into the
ACD group. Agents can login to both a primary and
secondary group. A secondary agent’s ACD calls from their
primary group are always presented ahead of any ACD calls
in their secondary group.
1. Press the SECONDARY AGENT flexible button (if preprogrammed). The display shows:
EN T ER AG E NT ID;
M M/ DD/ Y Y
HH:MM:SS
Figure 2: Secondary Agent Setup Display
-orDial [582] + [UUU]. (UUU = 550-565)
2. Enter 4-digit ID. Confirmation is heard and the display
updates with new secondary agent number listed.
To logout:
Dial [581].
Available/Unavailable Mode
If you are an ACD Agent, you may place your station in the
Available mode to receive ACD calls, or the Unavailable
mode to block ACD type of calls from ringing your station.
To receive ACD calls (Available mode):
Dial [566], or press the AVAIL/UNAVAIL Flexible button
(if pre-programmed). You may now receive calls.
4
Agent Login
To block ACD calls (Unavailable mode):
Dial [566], or press AVAIL/UNAVAIL Flexible button (if
pre-programmed).
UN AVAI L ABL E ACD
*125*
M M/ DD/ Y Y
HH:M M am
Figure 3: ACD Unavailable Display
.
Activating this feature makes you UNAVAILABLE to
both Primary and Secondary ACD Groups.
Call Qualification
This feature allows an ACD agent to enter codes on ACD
type calls that identifies the call. 12 digits can be entered,
however, only up to four digits can be entered for the ACD
SMDR reporting function.
While on a call:
1. Press the CALL QUALIFY Flexible button (if preprogrammed).
2. Then enter the four-digit qualify code.
3. Enter a [✳] to complete the sequence.
A short burst confirmation tone will be heard through
the keyset speaker, if programmed.
Agent Login
5
Calls In Queue
From an idle display key telephone:
1. Dial [567], or press the QUEUE Flexible button (if preprogrammed). ON/OFF button LED lights steady.
2. Dial a three-digit ACD group number (550-565).
Your display will tell you how many calls are in queue
for that group. (Dynamic update of display occurs as
queue condition changes.)
ACD 5XX 00 CAL L S IN QUE UE
M M /DD/ Y Y
HH:M M am
Figure 4: ACD Calls in Queue Display
3. Replace handset or press ON/OFF button to terminate.
This feature cannot be used with a call-in-progress
and the station will be considered busy for incoming
calls. The indicator will only display calls in queue
for the Primary group.
Overflow Station–Available/Unavailable Mode
If you are an ACD Overflow station, you may place your
station in the Available mode to receive ACD calls, or the
Unavailable mode to block ACD calls from ringing your
station.
To receive ACD calls (Available mode):
Dial the Available/Unavailable code [578], or press the
AVAIL/UNAVAIL Flexible button (if pre-programmed).
To block ACD calls (Unavailable mode):
Dial the Available/Unavailable code [578], or press the
AVAIL/UNAVAIL Flexible button (if pre-programmed).
6
ACD Supervisor Features
ACD Supervisor Features
A Flexible button must be programmed to use some of
the following features. Refer to Programming Flexible
Buttons.
Group Member Status
This feature provides a means for an ACD supervisor/Agent
to view the status of the 16 ACD groups in the system. This
display will tell the supervisor which stations are logged
into the group, if the station logged in is available/
unavailable, out of service, in DND, or busy on a call. The
display could be used to determine why there are so many
queued calls in a specific group.
AC D 5XX 110A 111A 112A
1 1 3O 114U 115D 116B 117N
(N) = Not equipped
(D) = Do Not Disturb
(O) = Out of Service
(U) = Unavailable
(B) = Busy on a call
(A) = Available
Figure 5: ACD Group Member Display
Any station (Supervisor/Agent) logged into the ACD group
can bring up the Group Member display by:
1. Dial the Group Member Status code, [573], or press the
STATUS Flexible button (if pre-programmed).
ACD Supervisor Features
7
2. Dial an [✳] to scroll up to the next ACD group, or a [#] to
scroll down to the previous ACD group.
To return to an idle display: The station (Supervisor/
Agent) can return to an on-hook condition.
Monitor w/Barge-In
The Executive Override code [625] is used to program this
feature onto a flexible button.
Executive Override is a System feature and therefore
takes precedence over this feature. If Supervisor Monitor
w/Barge-In is to be used properly, Executive Override
MUST be disabled, otherwise the Barge-In is performed
with the MUTE button OFF.
This feature allows an ACD supervisor to monitor an agent’s
call in progress in order to provide assistance in training
ACD personnel. A supervisor may intrude onto an agent’s
call in a listen only mode or in a true conference mode. This
feature is available with or without a warning tone.
To monitor call in listen only mode:
1. Dial the three-digit station number of the agent's
station.
2. Upon hearing a busy tone, press the BARGE-IN Flexible
button (if pre-programmed).
The conversation in progress will be heard by the
supervisor on the handset, and the supervisor’s MUTE
LED will be lit indicating that the supervisor’s transmit
is muted.
8
ACD Supervisor Features
To join the conversation in a true Conference mode:
Depress the MUTE button.
The use of Supervisor Monitor with Barge-In is limited by
federal law and may also be limited or prohibited by
state or local laws. Check the relevant laws in your area
before employing these features. A change in volume
may occur on the CO Line or intercom call after the
barge-in occurs
Queue Status
This feature allows an ACD supervisor to view the status of
their ACD group. This display is an idle state display and will
prompt a supervisor that a group is having problems
answering all their calls. The display will tell the supervisor
how many calls are in queue, how many agents are logged
into the ACD group, and the length of time in minutes that
the oldest call has been in queue.
5XX ; CIQ: XX AL :XX OC:XXX
M M/ DD/ Y Y
HH:MM:SS
Figure 6: ACD Queue Status Display
For the supervisor station logged into the ACD group to
obtain the calls in queue display:
Dial the Queue Status code [577] followed by the ACD
group (550-565) that the supervisor wants to observe,
or press QUEUE STATUS Flexible button (if preprogrammed).
ACD Supervisor Features
9
If the supervisor wants to change the display to a different
group:
Dial the Queue Status code [577] followed by the new
ACD group number (550-565) the supervisor wants to
observe, or press the QUEUE STATUS Flexible button.
Supervisor Login
The Supervisor Login/Logout feature provides a means for
a supervisor to log into one of the ACD groups and monitor
calls. For a supervisor to be placed into an active ACD state,
the supervisor must first login.
1. Lift the handset or press the ON/OFF button.
2. Dial the LOGIN code [576] followed by the ACD group
number (550-565) that the Supervisor is going to log
into, or press the LOGIN Flexible button (if preprogrammed).
3. Enter unique SUPV ID code (0000-9999). The LOGIN
button LED will be lit steady. Confirmation tone is heard
and the supervisor is logged onto the ACD group.
When the supervisor logs in, an ACD login event is
sent to the active ACD SMDR port.
Supervisor Logout
For a supervisor to remove himself from the ACD group as
an active agent:
1. Lift handset or press ON/OFF button.
2. Dial the LOGOUT code, [575] followed by the ACD
group number (550-565) that the supervisor is going to
log out of, or press the LOGOUT Flexible button (if preprogrammed).
10
User Programming
The LOGIN Flexible button LED will extinguish.
When the supervisor logs out and removes
themselves from the ACD group, an ACD Logout
event is sent to the active ACD SMDR port.
User Programming
Programming Flexible Buttons
1. Press the SPEED button twice.
2. Press button to be programmed (it must be
programmed in the database as a Flexible button).
3. Dial the desired code.
Programmable Flexible Button Codes
Code
Feature
55[A]
ACD Group Pilot Numbers
566
ACD Available/Unavailable
567[UUU]a
ACD Calls In Queue
570[BB]b
ACD Call Qualifier
571
ACD Agent Logout (Primary Group)
572[UUU]
ACD Agent Login (Primary Group)
573
ACD Group Member Status
574
ACD Supervisor/Agent Help
575
ACD Supervisor Logout
User Programming
11
Programmable Flexible Button Codes
Code
Feature
576 55[A]
ACD Supervisor Login
577 55[A]
ACD Supervisor Queue Status
578
ACD Overflow Station Available/Unavailable
581
ACD Agent Logout (Secondary Group)
582
ACD Agent Login (Secondary Group)
a. [UUU] = 550-565
b. [BB] = Button Number
To erase a flexible button:
1. Press the SPEED button twice.
2. Press the flexible button to be erased.
3. Press the FLASH button. Confirmation tone will be
heard.
4. Replace handset or press ON/OFF button.
12
Directory Worksheets
Directory Worksheets
Flexible Button Programming Worksheet
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
Speed Dial Bin Programming Worksheet
BIN 000
BIN 010
BIN 001
BIN 011
BIN 002
BIN 012
BIN 003
BIN 013
BIN 004
BIN 014
BIN 005
BIN 015
BIN 006
BIN 016
BIN 007
BIN 017
BIN 008
BIN 018
BIN 009
BIN 019
Directory Worksheets
13
ACD Numbering Plan
Feature
Code
Feature
Code
ACD* Agent Help
ACD* Agent Login (Primary Group)
ACD* Agent Login (Secondary Group)
ACD* Agent Logout (Primary Group)
ACD* Agent Logout (Secondary Group)
ACD* Call Qualifier Code
ACD* Group Member Status Display
ACD* Group Pilot Numbers
ACD* Status Overflow Avail/Unavail
ACD* Supervisor Login
ACD* Supervisor Logout
ACD* Supervisor Queue Status Display
ACD* Available/Unavailable
ACD* Calls in Queue Display
All Call Forward
All Call Page
Attendant
Background Music
Call Forward - Busy
Call Forward - Busy/No Answer
Call Fwd - Clear DND, Personalized Msgs
Call Forward - No Answer
Call Forward - Off Net
Call Park Location
Call Park Pickup
Clear Personalized Messages
CO Line Group (If LCR is enabled)
CO Line Groups 1-24
Dial By Name
Dial Speed Directory
Distinctive Ring
Do Not Disturb
Executive Override/Monitor Barge-in
Extension Numbers - Triad-S
Extension Numbers - Triad 1/2
Extension Numbers - Triad 3
External All Call Page - Triad 1/2/3
External Page - Triad-S
External Page Zones - Triad 1/2/3
Follow-Me Forward
Forward Overide
Group Call Pickup
Headset Mode
Hunt Group Pilot Numbers
574
572+[5UU]
582+[5UU]
571
581+[5UU]
570+[YYY]
573
5+[UU]
578
576+[5UU]
575+[5UU]
577+[5UU]
566
567
[FWD]
700
0
632+[0,1,2]
[FWD]+[8]
[FWD]+[9]
662
[FWD]+[7]
[FWD]+[6]
43+[C]
#0
633+[00]
800
801-823
66
680
695
631
625
100-131
100-171
100-351
76+[O]
761
76+[P]
642
5#
#0
634
45+[H]
ICLID Display (Answered Calls)
ICLID Display (Unanswered Calls)
Incoming CO Call Transfer
Internal All Call Page
Internal Page Zone 1-8
Keyset Mode
Last Number Redial
Least Cost Routing (LCR) Access
LCR Queue Cancel
Meet-Me-Page Answer
Message Wait
Modem Via DISA Access or Tfr
Name in Display Programming
Off-Hook Preference
OVHO Enable
Personalized Messages
Personalized Msg Flexible Btn
Personal Park
Pool Group
Repeat Redial
Save Number Redial
Scroll Canned Messages
Specific CO Line
Speed Dial Access
Station Relocate
Tone Mode Ring Option
UCD Group Pilot Numbers
Universal Day/Night Answer
VM Group Pilot Numbers
659
635
639
709
701-708
648+[#,6]
[SPEED]+[#]
9
626
770
623
499
690
691+[BB]
628
633+[ZZ]
633+[#]
438
81-87
643
[SPEED]+[6]
637+[#]+[#,6]
88+[LLL]
[SPEED]+[YYY]
636+[XXX]
6#+[XXX]
55+[U]
#5
44+[V]
* Features available with optional software.
LEGENDS:
BB = Button Number
C = Call Park Location 0-7
H = Hunt Group Number 0-7
LLL = Line Number 001-144
P = External Page Zone Number 1-2
U = UCD Group Number 0-7
UU = ACD* 50-65
V = Voice Mail Group Number 0-7
XXX = Station Extension Numbers
YYY = Speed Dial Bin Number
ZZ = Personalized Message Number
14
Directory Worksheets