Automatic Call Distribution (Acd) Key (For Sylantro Call Managers) - Mitel 6865i User Manual

AUTOMATIC CALL DISTRIBUTION (ACD) KEY (FOR SYLANTRO CALL
MANAGERS)
The 6865i supports 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 key. When you want
to subscribe to a queue (in order to receive incoming calls), you press the ACD key and the IP
phone UI prompts you to log in. An Avail key displays allowing you to make your phone available
to accept these calls.
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 key
• 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 key on the phone.
The ACD key LED changes when you log into the phone queue and are available to take calls.
The LED changes again when you are busy with an active call. The table below shows the
status of the LED as they may appear on your IP phone.
STATUS: LOGGED IN AND
AVAILABLE
Solid Red LED
Note: It is recommended you configure no more than a single ACD key or programmable
key per IP phone.
Line Keys and Programmable Keys
STATUS: UNAVAILABLE
Blinking Red LED
LOGGED OUT
No LED
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