29 | P a g e
© Nextiva, All Rights Reserved
Incoming Calls:
1.
Press the
Call Log
softkey (right softkey) on the phone, and then select
Incoming Log
from the
menu. The last incoming call displays on the screen, as well as the date and time of the call.
2.
Use the up (↑) and down (↓) arrow keys to scroll through the list of incoming calls (if more
than one).
3.
Go
off-hook
to call out to the number using the handset, or press the
SP-PHONE
or
HEADSET
buttons to call out using the speakerphone or headset, respectively.
Outgoing Calls:
1.
Press the
Call Log
softkey (right softkey) on the phone, and then select
Outgoing Log
from the
menu. The last Outgoing call displays on the screen, as well as the date and time of the call.
2.
Use the up (↑) and down (↓) arrow keys to scroll through the list of outgoing calls (if more than
one).
3.
Go
off-hook
to call out to the number using the handset, or press the
SP-PHONE
or
HEADSET
buttons to call out using the speakerphone or headset, respectively.
Changing ACD States
In order for an agent to change their ACD state for the queues in the call center they are assigned to
from the Panasonic KX-HDV130 phone, ACD functionality needs to be enabled on the phone. To do this,
see the Automatic Call Distribution (ACD) section above.
Signing In
To sign in to a queue, press the
LINE 1/P1
button on the right side of the phone until both the LINE 1/P1
and LINE 2/P2 status lights turn
off
. This indicates you are available and that any calls into the queue
could potentially route to your phone.
Going Unavailable
Changing your ACD state to Unavailable (going unavailable) is typically done when taking a break or
when you are away from your phone. To do this, press the
LINE 2/P2
button on the right side of the
phone once. The status light above the LINE 2/P2 button turns solid
red
. This can be done before or
after the current call has ended.
NOTE:
At this time, Nextiva does not support the use of custom unavailable codes.
Going Available
When returning to your desk from a break, meeting, etc., you need to change your ACD state to
Available (go available) again. To do this, press the LINE 1/P1 button on the right side of the phone until
both the LINE 1/P1 and LINE 2/P2 status lights turn off. This indicates you are available and that any calls
into the queue could potentially route to your phone.
