Automatic Call Distribution (Acd) (For Sylantro Servers) - Aastra 9143i Series Administrator's Manual

IP Phone Administrator Guide
Operational Features

Automatic Call Distribution (ACD) (for Sylantro Servers)

The IP phones support an Automatic Call Distribution (ACD) feature 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, the administrator must first configure an
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 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.
This parameter is set to "unavailable" by default.
When the IP phone user is ready to receive calls from the server, the user logs into
a queue. Depending on the server configuration, 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 unavailable. 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
The IP phone user can also choose to manually change the phone status to
unavailable, using the IP Phone UI.
5-188
administrator has configured an ACD auto-availability timer as described
in "ACD Auto-Available Timer"
Note: It is recommended you configure no more than a single ACD
softkey or programmable key per IP phone.
on page 5-189.
41-001160-03, Rev 00, Releaes 2.4