Vodavi Starplus Triad-S 1/2/3 User manual

A new dimension in business communications
Feature Package 3
TRIAD-S, 1/2/3
ACD User Guide
a 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
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
Issue Release Date Changes
1 12-98 Includes Feature Package 1 enhancements.
28-99
Includes Feature Package 2 {FP2} enhancements.
User Guide content contains extensive revisions.
35-00
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.

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 ........................................................................ 2
Secondary Agent Setup Display ..................................................... 3
ACD Unavailable Display ................................................................... 4
ACD Calls in Queue Display .............................................................. 5
ACD Group Member Display ............................................................ 6
ACD Queue Status Display ................................................................ 8

ii May 2000
Tables
Programmable Flexible Button Codes ....................................... 10
ACD Numbering Plan......................................................................... 13