Aastra 6867i 6867i User Guide - Page 77

Automatic Call Distribution (ACD) Key (for Sylantro Call Managers) - user manual

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Configuring Softkeys Automatic Call Distribution (ACD) Key (for Sylantro Call Managers) Note: ACD functionality can only be programmed on the left softkeys. The 6867i and any attached expansion modules support Automatic Call Distribution (ACD) for Sylantro call managers. The ACD feature allows the Sylantro call manager to distribute calls from a queue to registered IP phone users (agents). To use the ACD feature on an IP phone, you must first configure an ACD softkey or expansion module key. When you want to subscribe to a queue (in order to receive incoming calls), you press the ACD softkey and the IP phone UI prompts you to log in. Available/Unavailable is displayed indicating the current status of the IP phone (specifies if the IP phone user is available/unavailable to receive a call from the queue). Additionally, the ACD softkey indicates your current ACD status turning from red (logged out) to yellow (logged in but unavailable) to green (logged in and available), and the corresponding LED also changes as per the table below: Status: Logged In and Available Solid Red LED Status: Logged In and Unavailable Blinking Red LED Logged Out No LED When you are on an active call, or you miss a call, the server automatically changes the phone's status to unavailable. The server updates its database with this new information and no longer distributes calls to the phone. The phone remains in this unavailable state until: • You make yourself available again by pressing the Avail softkey • An ACD timer expires (set by your System Administrator) You can also choose to manually change the phone status to unavailable by pressing the Unavail softkey on the phone. Note: It is recommended you configure no more than a single ACD softkey or expansion module key per IP phone. Configuring an Automatic Call Distribution (ACD) Key Using the Aastra Web UI Aastra Web UI 1. Click on Operation > Softkeys and XML. or Click on Operation > Expansion Module . Softkeys 2. Select from Key 1 through Key 20 on the Top keys. 3. In the Type field, select Auto call distribution. 4. In the Label field, enter a label to apply to this ACD key. 41-001524-00 REV00 - 04.2014 71

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Configuring Softkeys
41-001524-00 REV00 – 04.2014
71
Automatic Call Distribution (ACD) Key (for Sylantro Call Managers)
The 6867i and any attached expansion modules support Automatic Call Distribution (ACD) for Sylantro call managers. The
ACD feature allows the Sylantro call manager to distribute calls from a queue to registered IP phone users (agents).
To use the ACD feature on an IP phone, you must first configure an
ACD
softkey or expansion module key. When you want
to subscribe to a queue (in order to receive incoming calls), you press the
ACD
softkey and the IP phone UI prompts you to
log in.
Available/Unavailable
is displayed indicating the current status of the IP phone (specifies if the IP phone user is availa-
ble/unavailable to receive a call from the queue).
Additionally, the
ACD
softkey indicates your current ACD status turning from red (logged out) to yellow (logged in but
unavailable) to green (logged in and available), and the corresponding LED also changes as per the table below:
When you are on an active call, or you miss a call, the server automatically changes the phone’s status to unavailable. The
server updates its database with this new information and no longer distributes calls to the phone. The phone remains in
this unavailable state until:
•
You make yourself available again by pressing the
Avail
softkey
•
An ACD timer expires (set by your System Administrator)
You can also choose to manually change the phone status to unavailable by pressing the
Unavail
softkey on the phone.
Configuring an Automatic Call Distribution (ACD) Key
Using the Aastra Web UI
Note:
ACD functionality can only be programmed on the left softkeys.
Status: Logged In and Available
Status: Logged In and Unavailable
Logged Out
Solid Red LED
Blinking Red LED
No LED
Note:
It is recommended you configure no more than a single
ACD
softkey or expansion module key per IP phone.
Aastra Web UI
1.
Click on
Operation > Softkeys and XML
.
or
Click on
Operation > Expansion Module <N>
.
Softkeys
2.
Select from
Key 1
through
Key 20
on the Top keys.
3.
In the
Type
field, select
Auto call distribution
.
4.
In the
Label
field, enter a label to apply to this ACD key.