Aastra 9000i Series, Administrator'S Manual

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41-001343-01 Rev 02, Release 3.2.2 5-175
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 Aastra IP phone.
For models 8 and 11-Line LCD phones, the ACD softkey is labeled according to your network
requirements. Check with your administrator to verify the label assigned to the ACD softkey on
your IP phone. 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 himself “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.
The icon that appears next to the ACD softkey or programmable key on the IP Phone UI reflects
your current status. In the example shown below, the
icon shows the current status of this IP
phone user as “logged off.”
This icon changes when you log on to the phone queue and are available to take calls. The icon
changes again when you are busy with an active call.
Mon Jan 2 10:37am
L1
Support
Services
Dir
Callers
Icom
o
ACD softkey
for this example