Automatic Call Distribution (Acd) (For Sylantro/Broadworks Servers) - Aastra 6730i Administrator's Manual

Automatic Call Distribution (ACD) (for Sylantro/BroadWorks Servers)

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 con-
figuration, 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 unavail-
able. 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 "ACD Auto-Available Timer"
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 unavail-
able. The administrator can control how long the IP phone remains in the unavailable state by configuring an auto-availa-
ble 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
Configuring an Automatic Call Distribution (ACD) Key
You can configure an ACD key on softkeys, programmable keys, and extension module keys.
Note:
On the 6739i, you can configure an ACD softkey using the IP Phone UI also. For more information, see the Aastra Model
6739i IP Phone User Guide.
The following table illustrates examples of configuring an ACD key on the phone.
Softkey Examples
softkey1 type: acd
softkey1 label: sales
softkey1 line: 1
softkey1 states: idle
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Top Softkey Examples
topsoftkey1 type: acd
topsoftkey1 label: sales
topsoftkey1 line: 1
topsoftkey1 states: idle
Programmable Key Exam-
Extension Module Examples
ples
prgkey1 type: acd expmod1 key1 type: acd
prgkey1 line: 1 expmod1 key1 label: sales
expmod1 key 1 line: 1
Operational Features
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