Acd Call Information; Viewing The Acd Call Information From The Call Details - Avaya J159 User Manual

State
Call center
Call tracing
Call disposition
Call escalation
Related links
BroadWorks Call center

ACD call information

ACD
Automatic Call Distribution (ACD) is a call distribution feature that selects an available agent using
a combination of one of the following:
• The agent's line state, availability, and skill level
• The agent's line state, availability, and a call distribution algorithm
ACD call information
When you receive an ACD call, the phone screen displays the following information about the call:
• Call center name
• Wait time
• Queue size
The phone screen does not display this call information for any other call.
Related links
BroadWorks Call center

Viewing the ACD call information from the call details

About this task
When you receive an ACD call, the phone screen displays the call information until you disconnect
the call. Later, you can view the call information from the call details.
Before you begin
Ensure that you received an ACD call.
April 2020
Phone icons
on page 100
on page 100
Using Avaya J159 IP Phone in an Open SIP environment
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Button Module icons
ACD call information
Quick dial display icon
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