Automatic Call Distribution (Acd) Key (For Sylantro Servers) - Aastra 53I IP PHONE - RELEASE 2.1 User Manual

Automatic Call Distribution (ACD) Key (for Sylantro Servers)

The 53i and any attached Expansion Modules support Automatic Call Distribution
(ACD) for Sylantro servers. The ACD feature allows the Sylantro server 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
programmable key or Expansion Module softkey. 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 specify the following information:
User ID: the phone number(s) used to login into the queue.
Password: the password used to login to the queue.
Available/unavailable: Shows the current status of the IP phone. Specifies if the IP
phone user is available/unavailable to receive a call from the queue.
Note: Your System Administrator must provide you with your User ID and
Password to access the applicable phone queue.
After creating an ACD key, you are ready to receive calls from a queue on the server.
You must press the ACD key and then log in by entering your User ID and Password.
An "Available" softkey 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 it's 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 "Available" softkey.
• an ACD timer expires (set by your System Admibnistrator).
You can also choose to manually change the phone status to unavailable by pressing
the "Unavailable" softkey on the phone.
Note: It is recommended you configure no more than a single ACD softkey,
programmable key, or Expansion Module key per IP phone.
Model 53i IP Phone User Guide 53