Using The Acd Feature On Your Ip Phone - Mitel 6800 Series Administrator's Manual

1. Click on Basic Settings->Preferences->Auto Call Distribution Settings.
2. In the "Auto Available" check-box, click Enabled.
3. In the "Auto Available Timer" field, specify the length of time (in seconds) before the IP
phone state is automatically reset to "available." Valid values are 0 to 120 seconds. Default
is 60.
For example: 60
4. Click Save Settings to save your changes.

USING THE ACD FEATURE ON YOUR IP PHONE

The ACD feature allows you to login to a phone queue in order to receive distributed calls on
your IP phone. To login to a phone queue, your system administrator must preconfigure an
ACD softkey or programmable key on your Mitel IP phone.
For the 6867i, 6869i, and 6873i IP phones, the ACD softkey is labeled according to your network
requirements. The label usually describes which phone queue you are accessing when you
press the ACD softkey.
For example, suppose the administrator wants to configure an ACD softkey to allow an IP phone
user to log into the Customer Support phone queue. The administrator assigns the label
"Support" to the softkey, so it is easily recognizable to the IP phone user. When the IP phone
user wants to subscribe to the Customer Support queue, the user presses the Support key and
can log in.
Once logged in to the queue, you can make yourself "available" or "unavailable" to take calls
by pressing the Available/Unavailable key on the phone UI. The server monitors your IP phone
status. When you set the IP phone to "available," the server begins distributing calls to your
phone. When you set the IP phone to "unavailable," the server temporarily stops distributing
calls to your phone.
For the 6865i, the programmable key LED reflects your current status. For the 6867i, 6869i,
and the 6873i the graphical button color reflects your current status along with text indication.
The table below describes the meaning of the LED, and each icon, as they may appear on your
IP phone:
PHONE MODEL STATUS: LOGGED IN
AND AVAILABLE
6865i Solid Red LED
6867i Green Softkey
6869i
6873i
Operational Features
STATUS:
UNAVAILABLE
Blinking red LED
Yellow Softkey
LOGGED OUT
No LED
Red Softkey
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