Automatic Call Distribution (Acd) (For Sylantro/Broadworks Servers) - Mitel 6863i Administrator's Manual

4. Click Save Settings to save your settings.
AUTOMATIC CALL DISTRIBUTION (ACD) (FOR SYLANTRO/BROAD-
WORKS SERVERS)
Note: Applicable to the 6865i, 6867i, and 6869i IP Phones only.
The IP phones support an Automatic Call Distribution (ACD) feature for Sylantro/BroadWorks
servers. The ACD feature allows the server to distribute calls from a queue to registered IP
phone users (agents).
To use the ACD feature on an IP phone, the administrator must first configure an ACD softkey
or programmable key. When an IP phone user wants to subscribe to a queue (in order to receive
incoming calls), the user presses the ACD key. The IP phone UI prompts the user to log in.
When the IP phone user is ready to receive calls from the server, the user logs into a queue.
Depending on the server configuration, the IP phone is either in an "unavailable" or "available"
state. If the phone is set to "available" then the server begins to distribute calls to this phone
immediately. If the phone is set to unavailable, then server waits until the IP phone user manually
changes the phone status to "available" (using the IP phone UI) before distributing calls.
Whenever the IP phone user answers a call, or misses a call, the server automatically changes
the phone's status to unavailable. The server updates it database with this new information and
no longer distributes calls to this phone. The IP phone will remain in this state until:
• the IP phone user makes himself "available" again.
• the ACD auto-availability timer expires. This occurs only if the administrator has configured
an ACD auto-availability timer as described in
The IP phone user can also choose to manually change the phone status to unavailable, using
the IP Phone UI.
Note: It is recommended you configure no more than a single ACD softkey or
programmable key per IP phone.
ACD AUTO-AVAILABLE TIMER
Whenever the IP phone user answers a call, or misses a call, the server automatically changes
the phone's status to unavailable. The administrator can control how long the IP phone remains
in the unavailable state by configuring an auto-available timer. When the timer expires, the IP
phone status is automatically changed to available. The default setting for the timer is 60
seconds.
You use the following parameters to configure an ACD Auto-Available Timer in the configuration
files:
• acd auto available
• acd auto available timer
Operational Features
"ACD Auto-Available Timer" on page 5-169.
5-169