Vodavi StarPlus Basic Station - Supervisor Assistance and Queue Status; Request Supervisor Assistance; ACD Agent Queue Status Display; Agent Availability Status

Courtesy of Main Resource, Inc. Visit us at www.MainResource.com or call 800 362-6740 for all
your telecom needs.
the “HELP” flex button and the override feature button to place an intercom call to the agent’s
station. If an agent goes back to their call before the supervisor can respond, the HELP message will
be converted to a message wait indication.
To Request Supervisor Assistance:
• Press the programmed “HELP” button.
• If a supervisor is available, the agent’s HELP button will light.
• Press, “HELP” again to cancel the request.
Notes:
• Up to five messages can be left at any supervisor station.
• If the supervisor responds to a HELP request and the agent is on a call, the supervisor may
use the barge-in button to monitor or give assistance to the agent.
ACD Call Qualification:
Call qualification allows agents to enter up to a 12-digit code to identify the call (only the first four
will be provided in the SMDR record).
• While on a call, press the programmed CALL QUALIFY flex button followed by the four-digit
code and “*”. If programmed, the agent will hear a confirmation tone. The other party will
not hear the tone.
ACD Agent Queue Status Display:
From any idle telephone:
1. Dial “567” or press the pre-programmed flex button.
2. Dial the 3-digit ACD group number. The ON/OFF button LED lights steadily.
3. Agent Queue Status shows:
ACD5xx 00 CALLS IN QUEUE
MM/DD/YY HH:MM am
Note: ACD5xx where xx equals 50-65.
4. Replace the handset or press the ON/OFF button to end.
Note: Station performing these steps is considered unavailable for incoming calls.
The agent’s phone will display an enhanced Calls in Queue notification when there is a call in queue.
The message will look like:
5xx: CIQ:xx AL:xx OC:.MMM
MM/DD/YY HH:MM am
Where 5xx=Group,
CIQ: xx = Number of calls in queue
AL: xx = Number of agents logged in
OC:MMM = Oldest call (in minutes)
ACD Agent Available / Unavailable:
To receive ACD calls (become available):
1. Dial 566 on the dial pad or press the pre-programmed Available/Unavailable key.
To block ACD calls:
Repeat steps above.
Overflow Station Agent Available / Unavailable:
To receive ACD calls (become available):
2. Dial 578 on the dial pad or press the pre-programmed Available/Unavailable key.
To block ACD calls:
Repeat steps above.
Supervisor Log In / Logout:
Log in to monitor calls.
1. Dial the login code 576 and the ACD group number or press a pre-programmed LOGIN flex
button.