Servers) - Aastra 6731i User Manual

Line Keys and Programmable Keys
Automatic Call Distribution (ACD) Key (for Sylantro Servers)
The 6731i supports 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 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 specify the following infor-
mation:
• 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/unavaila-
ble 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" key displays allowing you to make your phone availa-
ble 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" 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 "Unavailable" key on the
phone.
Note:
It is recommended you configure no more than a single ACD key or programmable key per IP phone.
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41-001387-00 Rev 01 – 06.2013