Automatic Call Distribution (Acd) Key (For Sylantro Call Managers) - Mitel 6867i User Manual

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
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.
STATUS: LOGGED IN AND
UNAVAILABLE
Blinking Red LED
Configuring Softkeys
LOGGED OUT
No LED
95