AudioCodes 405HD, Administrator'S Manual

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Administrator's Manual C. Configuring Automatic Call Distribution (ACD)
Version 3.4.3 217 400HD Series IP Phones
Parameter Description
voip/services/ACD/server_port
Displayed only when 'Use SIP Server As ACD Server' is
set to Disable (see previous). Defines the port of the
ACD server. Default: 80
system/user_name
Enter the agent's User Name. The agent will use this
name when logging in to ACD in order to define or
change availability status.
system/password Enter a password if necessary.
voip/services/ACD/state_after_login
1 The call center's network administrator can select:

Ready

Not Ready (default)

Not Set
If set to Ready , each phone in the call center will
automatically be set to a state of readiness to take
incoming calls immediately after the call center's agents
log in.
If set to
Not Ready
, agents can log in and then
manually configure their readiness status on the
phone's screen, giving them time to perform personal
tasks before beginning work.
If set to
Not Set , the status of the phone after login will
be controlled by the server. For example, if the server is
set to be in 'Ready' status following login, the phone will
be in 'Ready' status when the user logs in.
voip/services/ACD/first_notify_close/ena
bled

0 When an agent logs in, the ACD server is notified
that the agent is Ready (available) to take calls.

1 (Default) When an agent logs in, the ACD server is
notified that the agent is Not Ready (unavailable) to
take calls. This gives agents time to get organized.
voip/services/ACD/logged_out_message
_timer
For detailed information, see Appendix A.3.7 .
voip/services/ACD/unavailable_reason/0
-9/code
Up to 10 reasons can be defined (0-9).
Specifies the code that is sent in the SIP NOTIFY
message to the Call Center SIP server to indicate the
specific reason for the Call Center representitive's
unavailability.
This parameter is relevant when the 'Server Type'
parameter (see above) is BroadSoft .
voip/services/ACD/unavailable_reason/0
-9/name
Describes the unavailability reason code (configured
above). For example, 'Lunch'.
This parameter is relevant when the 'Server Type'
parameter (see above) is
BroadSoft
.
voip/services/enhanced_ACD/enabled Enables / disables the status of the ACD feature (ACD
only).

0 Disabled

1
Enabled
1
This parameter is only relevant to Genesys Call Centers.