Aastra 9143i Series, Administrator'S Manual

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Operational Features
5-194 41-001160-04 Rev 02, Release 2.5
IP Phone Administrator Guide
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.”
Mon Jan 2 10:37am
L1
Support
Services
Dir
Callers
Icom
o
ACD softkey
for this example