Aastra Telecom 6757I CT manual Automatic Call Distribution ACD Key for Sylantro Servers

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Automatic Call Distribution (ACD) Key (for Sylantro Servers)

The 6757i CT and any attached Expansion Modules support 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 softkey or expansion module 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 information:

•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/unavailable 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" softkey displays allowing you to make your phone available 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" softkey.

•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" softkey on the phone.

Note: It is recommended you configure no more than a single ACD softkey or expansion module key per IP phone.

Line Keys and Softkeys

Model 6757i CT IP Phone User Guide

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Contents 6757i CT IP Phone Page Iii Software License AgreementPage Table of Contents Dialing a Number 152 Defining an Emergency Dial PlanMultiple Line and Call Appearances State-Based Softkeys Bottom Keys only Line KeyVii Handset Keys 211 Handset Key Descriptions 212Additional Features 241 Pairing/Unpairing the Handset 234Using the Expansion Modules 277 Available Features Enabled by Administrators 268Page About this Guide DocumentationModel 6757i CT IP Phone User Guide Phone Features Cordless Handset FeaturesIntroduction Requirements Installation and SetupPlugging in and Starting the Phone Getting StartedUpdating Configuration SIP Network Connected/Network Disconnected Idle Screen Idle Screen With Softkeys Configured ReferenceIdle Screen Screen Display After Picking Up the Handset Idle Screen with Voicemail MessagesIdle Screen After Handset Pickup IP Phone Keys and Key Descriptions Key DescriptionsKeys Key Description IP Phone Keys and Key Descriptions Reference Call Forward Methods for Customizing Your PhonePhone Options via the IP Phone UI Option NumberSimplified Options Menu Using the IP Phone UI Phone Options via the Aastra Web UIReferences Using the Aastra Web UI Methods for Customizing Your Phone Headings Descriptions Status OperationAvailable Functions for Softkeys Headings Descriptions Basic SettingsPhone Status Phone Status via IP Phone UISelect Phone Status Scroll to IP&MAC Addresses and press Select Finding Your Phone’s IP AddressPhone Status via the Aastra Web UI SIP Account Status SIP Account StatusExample Backup Registrar Line SIP Account Status Used? Status Description ConditionWhere Ring Tones Configuration Method Valid Values Default ValueCustomizing Your Phone Ring Tones and Tone SetsSelect Ring Tone Configuring Ring Tones and Tone SetsRing Tone Sets Select PreferencesPress Done Select Tone Set Click on Basic Settings-Preferences-Ring TonesSetting Contrast Level Contrast LevelSelect Contrast Level Off Setting the BacklightBacklight Select BacklightIf you selected Auto, press the Advanced softkey Live Dialpad Enabling/Disabling Live DialpadSelect Preferences Select Live Dialpad Set Audio Audio ModeHeadset Speaker/Headset Headset/Speaker Headset Mic VolumeSetting Audio Mode and Headset Mic Volume Select Preferences Select Set Audio Select Audio ModeSelect Headset Mic Volume Select Preferences Select Time and Date Select Set Time Configuring Time and DateTime and Date Set Time and Time FormatSelect Time Format Set Date and Date FormatSelect Preferences Select Time and Date Select Date Format Select Preferences Select Daylight Savings Set Time ZoneSelect Preferences Select Time and Date Select Time Zone Daylight Savings TimeSelect from Time Server 1, Time Server 2, or Time Server Min summertime 1h summertime Automatic DefaultSet Time Servers Select Preferences Select Time and Date Select Time ServerClick on Basic Settings-Preferences-Time and Date Setting Click to save your settings Français French LanguageSpecifying the Language to Use Select Screen LanguageClick on Basic Settings-Preferences-Language Settings Key Uppercase Characters Lowercase Characters Language InputKeypad Input Alphabet Tables English FrenchGerman SpanishConfiguring Language Input Using the IP Phone UI ItalianExample Select Input Language Click on Basic Settings- Preferences-Language SettingsLatin 2 Character Set If you change the password Then you need to User PasswordSetting a User Password Select User Password and press SelectClick on Operation-User Password Reset a User Password Resetting a User PasswordClick on Operation-Reset Restarting your phoneSelect Restart Phone Unlock the Phone Phone LockLocking/Unlocking a Phone Lock the PhoneLock the Phone? field, click Click on Operation-Phone LockEmergency Description Number Defining an Emergency Dial Plan911110 Define an Emergency Dial PlanMultiple Line and Call Appearances Line Keys and SoftkeysSoftkeys Busy Lamp Field BLF Key Function Description NoneSpeeddial Do Not DisturbCallers List ServicesKey Function Description Speeddial/Conf DirectorySoftkey Type Default States State-Based Softkeys Bottom Keys onlyState Description Label LAB Key Display BehaviorSat Jan 1 1218am Softkey Line/Call Appearance Lights Line KeyLine Keys and Softkeys Softkeys Configuring a Line KeyExpansion Module Keys Line=2 Speeddial KeySpeeddial Prefix KeyEnter Name Enter Number Line Save Backspace ABC Cancel Enter Name Press SD button Creating a Speeddial Using the Speed Dial Edit OptionLine Keys and Softkeys Softkeys Click on Operation-Keypad Speeddial Select Preferences Select Speed Dial Edit Editing Speeddial KeysEdit the speeddial information as applicable and press Save Editing a Speeddial on a Softkey or Expansion Module Key Click on Operation-Keypad Speeddial Do not Disturb DND Key Configuring a DND KeySoftkeys Busy Lamp Field BLF Key Global Configuring a BLF KeyThrough Click to save your changes BLF List Key Configuring a BLF List KeyThrough Expansion Module Keys Automatic Call Distribution ACD Key for Sylantro Servers Configuring an Automatic Call Distribution ACD Key Using the ACD Feature on your IP Phone Using the ACD KeyACD LED Table User ID and Password prompts displays Unavailable Log Out Line Keys and Softkeys Softkeys Expansion Module Keys Configuring Group Call Pickup GCP Key for Sylantro Servers Using Directed Call Pickup/Group Call Pickup Using Directed Call Pickup DCPUsing Group Call Pickup GCP Select an extension Press the Pickup Key to answer the call Services Key Top and Bottom keys are softkeys XML Key100 Model 6757i CT IP Phone User Guide Model 6757i CT IP Phone User Guide 101 Configuring XML Services102 Model 6757i CT IP Phone User Guide Model 6757i CT IP Phone User Guide 103 Configuring an XML Key104 Model 6757i CT IP Phone User Guide Model 6757i CT IP Phone User Guide 105 Accessing the XML ServiceFrom the Services Menu Services KeyConfiguring a WebApps Key WebApps Key106 Model 6757i CT IP Phone User Guide Using the WebApps Key Model 6757i CT IP Phone User Guide 107To use the WebApps key Configuring a Flash Key Flash Key108 Model 6757i CT IP Phone User Guide Model 6757i CT IP Phone User Guide 109 Configuring a Sprecode Key Sprecode Key110 Model 6757i CT IP Phone User Guide Model 6757i CT IP Phone User Guide 111 Park/Pickup Static Configuration Park/Pickup Keys112 Model 6757i CT IP Phone User Guide Park/Pickup Call Server Configuration Values Model 6757i CT IP Phone User Guide 113Server Park Values Pickup Values Configuring Park /Pickup using Static Configuration Click on Basic Settings-Preferences-General114 Model 6757i CT IP Phone User Guide Model 6757i CT IP Phone User Guide 115 Park/Pickup Key ConfigurationKey Configuration Using the Aastra Web UI Configuring Park/Pickup using Key Configuration116 Model 6757i CT IP Phone User Guide Using the Park Call/Pickup Parked Call Feature Model 6757i CT IP Phone User Guide 117Park a Call Pickup a Parked Call 118 Model 6757i CT IP Phone User GuideHow it works Configuring a Last Call Return KeyLast Call Return lcr Key Sylantro Servers only Model 6757i CT IP Phone User Guide 119120 Model 6757i CT IP Phone User Guide Configuring a Call Forward Key Call Forward KeyModel 6757i CT IP Phone User Guide 121 122 Model 6757i CT IP Phone User Guide BLF/Xfer Model 6757i CT IP Phone User Guide 123BLF/Xfer Key Requirements and Functionality 124 Model 6757i CT IP Phone User Guide Configuring a BLF/Xfer KeyModel 6757i CT IP Phone User Guide 125 Speeddial/Xfer 126 Model 6757i CT IP Phone User GuideSpeeddial/Xfer Key Requirements and Functionality Model 6757i CT IP Phone User Guide 127 Configuring a Speeddial/Xfer Key128 Model 6757i CT IP Phone User Guide Model 6757i CT IP Phone User Guide 129 Speeddial/Conf130 Model 6757i CT IP Phone User Guide Configuring a Speeddial/Conf KeyModel 6757i CT IP Phone User Guide 131 132 Model 6757i CT IP Phone User Guide Services KeyModel 6757i CT IP Phone User Guide 133 Configuring a Services Key134 Model 6757i CT IP Phone User Guide Directory Key Configuring a Directory KeyDirectory Key Model 6757i CT IP Phone User Guide 135136 Model 6757i CT IP Phone User Guide Callers List Key Configuring a Callers List KeyCallers List Key Model 6757i CT IP Phone User Guide 137138 Model 6757i CT IP Phone User Guide Intercom Key Model 6757i CT IP Phone User Guide 139Intercom Key 140 Model 6757i CT IP Phone User Guide Configuring an Intercom KeyModel 6757i CT IP Phone User Guide 141 Configuring a Phone Lock Key Phone Lock Key142 Model 6757i CT IP Phone User Guide Model 6757i CT IP Phone User Guide 143 Using the Lock/Unlock Key on the IP PhoneConfiguring a Paging Key Paging Key Sends the RTP Stream144 Model 6757i CT IP Phone User Guide Model 6757i CT IP Phone User Guide 145 146 Model 6757i CT IP Phone User Guide Using the Paging KeyConfiguring a None Key None KeyModel 6757i CT IP Phone User Guide 147 148 Model 6757i CT IP Phone User Guide Configuring an Empty Key Empty KeyModel 6757i CT IP Phone User Guide 149 150 Model 6757i CT IP Phone User Guide Model 6757i CT IP Phone User Guide 151 Deleting a KeyMaking Calls Dialing a Number152 Model 6757i CT IP Phone User Guide Using Handsfree Speakerphone Pre-dialing a NumberModel 6757i CT IP Phone User Guide 153 To Make and Receive Calls Using a Headset Using a HeadsetAdvanced Volume Controls for the Headset Mic To change this volumeModel 6757i CT IP Phone User Guide 155 Using IntercomUsing the Icom Key Incoming Intercom Features Aastra Web UI Description156 Model 6757i CT IP Phone User Guide Incoming Intercom Features Description Aastra Web UIDeleting from the Redial List Accessing the Redial ListRedial Model 6757i CT IP Phone User Guide 157158 Model 6757i CT IP Phone User Guide MuteTo answer the call Receiving CallsAnswering an Incoming Call Model 6757i CT IP Phone User Guide 159160 Model 6757i CT IP Phone User Guide Sending an Incoming Call to VoicemailTo place a call on hold Handling CallsPlacing a Call on Hold Model 6757i CT IP Phone User Guide 161Retrieving a Held Call When on Hold162 Model 6757i CT IP Phone User Guide Automatic HoldBlind Transfer Screen that displays when handset is liftedTransferring Calls Model 6757i CT IP Phone User Guide 163Transfer Key when handset is lifted 164 Model 6757i CT IP Phone User GuideTo transfer a call to another extension Conferencing Calls Model 6757i CT IP Phone User Guide 165Local Conferencing Using Local Conferencing 166 Model 6757i CT IP Phone User GuideConference Key Model 6757i CT IP Phone User Guide 167 Joining Two Active Calls in a Single ConferenceCentralized Conferencing for Sylantro and Broadsoft Servers 168 Model 6757i CT IP Phone User Guide Using Centralized ConferencingModel 6757i CT IP Phone User Guide 169 Setting Up Multiple Conferences for Sylantro Server onlyEnding Calls 170 Model 6757i CT IP Phone User GuideJoining Additional Parties to Active Conferences Model 6757i CT IP Phone User Guide 171 Accessing Your DirectoryManaging Calls Directory ListSorting Entries and Quick Search Feature 172 Model 6757i CT IP Phone User GuideManaging the Directory List Directory List Limitations Model 6757i CT IP Phone User Guide 173Adding New Entries to the Directory List ScreenEditing Entries in the Directory List 174 Model 6757i CT IP Phone User GuideScrolling Multiple Screens Per Entry Model 6757i CT IP Phone User Guide 175Arranging Multiple Screens 176 Model 6757i CT IP Phone User GuideDeleting Entries from the Directory List Model 6757i CT IP Phone User Guide 177Saving Entries to the Directory List 178 Model 6757i CT IP Phone User GuideModel 6757i CT IP Phone User Guide 179 Directory Key Callers List KeyDirectory Key Redial List Key Downloading the Directory List to Your PC 180 Model 6757i CT IP Phone User GuideClick on Operation-Directory Accessing the Directory ListModel 6757i CT IP Phone User Guide 181 Download the Directory ListDisplay Item Description Callers List182 Model 6757i CT IP Phone User Guide Caller’s List Screen DisplayAccessing the Callers List Model 6757i CT IP Phone User Guide 183Callers List Key Handsfree Button Editing Entries in the Callers List 184 Model 6757i CT IP Phone User GuideDeleting Entries from the Callers List Model 6757i CT IP Phone User Guide 185186 Model 6757i CT IP Phone User Guide Downloading the Callers List to Your PCDownload the Callers List Account Configuration DND and Call Forwarding DND Account-Based ConfigurationModel 6757i CT IP Phone User Guide 187 188 Model 6757i CT IP Phone User Guide Configuring DNDModel 6757i CT IP Phone User Guide 189 Configuring DND Using the Aastra Web UIClick on Basic Settings-Account Configuration Using DND Modes via the IP Phone UI190 Model 6757i CT IP Phone User Guide DND in Account Mode DND in Phone Mode DefaultModel 6757i CT IP Phone User Guide 191 DND Off DND in Custom Mode192 Model 6757i CT IP Phone User Guide IndicatesModel 6757i CT IP Phone User Guide 193 Call Forward Account-Based Configuration194 Model 6757i CT IP Phone User Guide Model 6757i CT IP Phone User Guide 195 Configuring Cfwd Using the Aastra Web UI196 Model 6757i CT IP Phone User Guide Click To save your changes Model 6757i CT IP Phone User Guide 197198 Model 6757i CT IP Phone User Guide Using Cfwd via the IP Phone UI Cfwd in Account ModeModel 6757i CT IP Phone User Guide 199 200 Model 6757i CT IP Phone User Guide Model 6757i CT IP Phone User Guide 201 Call Forward State ScreenChange the State Change the Number Change the No. Rings Cfwd in Phone Mode Mode Screen No Cfwd phone202 Model 6757i CT IP Phone User Guide Model 6757i CT IP Phone User Guide 203 204 Model 6757i CT IP Phone User Guide CallsCfwd in Custom Mode Model 6757i CT IP Phone User Guide 205Account Screen 206 Model 6757i CT IP Phone User Guide No. Rings Model 6757i CT IP Phone User Guide 207Change State208 Model 6757i CT IP Phone User Guide Model 6757i CT IP Phone User Guide 209 Missed Calls IndicatorAccessing and Clearing Missed Calls Services Key Callers ListUsing Voicemail Voicemail210 Model 6757i CT IP Phone User Guide Cordless Handset Handset KeysModel 6757i CT IP Phone User Guide 211 212 Model 6757i CT IP Phone User Guide Handset Key DescriptionsItem # Menu list Model 6757i CT IP Phone User Guide 213Accessing Options on the Cordless Handset Intercom214 Model 6757i CT IP Phone User Guide Model 6757i CT IP Phone User Guide 215 Ring Tone216 Model 6757i CT IP Phone User Guide Call timerCustom Name VibrateHandset Pairing/Unpairing Key Lock On or OffModel 6757i CT IP Phone User Guide 217 To activate Silent Alert from the option display Finding the Phones’s IP Address using the HandsetSilent Alert 218 Model 6757i CT IP Phone User GuideModel 6757i CT IP Phone User Guide 219 Feature Keys on the HandsetFeature Key Programming Guidelines 220 Model 6757i CT IP Phone User GuideKey Function Description Private/Public Programming Feature Keys Model 6757i CT IP Phone User Guide 221Click on Operation-Handset Keys Screen Icons Idle ModeHandset Icons and Status Messages 222 Model 6757i CT IP Phone User GuideMultifunction Handset LED Indicator Using Handset KeysModel 6757i CT IP Phone User Guide 223 224 Model 6757i CT IP Phone User Guide Menu List Â Battery ChargingHandset Battery Indicator & Status Model 6757i CT IP Phone User Guide 225Directory Cordless Handset Volume ControlTo adjust the receiver volume To adjust the ringer volumeModel 6757i CT IP Phone User Guide 227 228 Model 6757i CT IP Phone User Guide Adding an Entry to the DirectoryTo add an entry to the directory Callers List Cordless Handset Model 6757i CT IP Phone User Guide 229Dialing from the Callers List Saving Entries from the Callers List to the Directory 230 Model 6757i CT IP Phone User GuideModel 6757i CT IP Phone User Guide 231 Making Calls from Cordless HandsetReceiving Calls Call Privacy232 Model 6757i CT IP Phone User Guide Public and Private Feature KeyModel 6757i CT IP Phone User Guide 233 Select Preferences-Handset Pairing Pairing and Unpairing Cordless Handset to BasePairing/Unpairing the Handset Pairing the Handset to the Base UnitModel 6757i CT IP Phone User Guide 235 Select Hset PairingSuccessful Pairing of Handset Failed Pairing of Handset236 Model 6757i CT IP Phone User Guide Model 6757i CT IP Phone User Guide 237 Unpairing the Handset from the Base Unit Using the Base UI238 Model 6757i CT IP Phone User Guide Successful RemovalFailed Removal Successful Removal Attempt Model 6757i CT IP Phone User Guide 239Failed Removal Attempt 240 Model 6757i CT IP Phone User GuideSuppress Dtmf Playback Additional FeaturesConfiguring Suppression of Dtmf Playback Star Codes242 Model 6757i CT IP Phone User Guide Click on Basic Settings-PreferencesConfiguring Display of Dtmf Digits Display Dtmf DigitsModel 6757i CT IP Phone User Guide 243 244 Model 6757i CT IP Phone User Guide Enable/Disable Call Waiting Model 6757i CT IP Phone User Guide 245Enabling/Disabling Call Waiting 246 Model 6757i CT IP Phone User Guide Configuring Call Waiting Tone Play Call Waiting ToneModel 6757i CT IP Phone User Guide 247 Configuring Stuttered Dial Tone Stuttered Dial Tone248 Model 6757i CT IP Phone User Guide Configuring XML Beep Support XML Beep SupportModel 6757i CT IP Phone User Guide 249 Status Scroll Delay Configuring Status Scroll Delay250 Model 6757i CT IP Phone User Guide Intercom Behavior Incoming Call Interrupts DialingModel 6757i CT IP Phone User Guide 251 Transfer/Conference Call Behavior252 Model 6757i CT IP Phone User Guide Configuring Incoming Call Interrupts DialingModel 6757i CT IP Phone User Guide 253 Switch UI Focus to Ringing LinePreferred Line and Preferred Line Timeout Phone Feature Preferred Line Behavior254 Model 6757i CT IP Phone User Guide Model 6757i CT IP Phone User Guide 255 Goodbye Key Cancels Incoming Calls Configuring Goodbye Key to Cancel Incoming Calls256 Model 6757i CT IP Phone User Guide Using the Goodbye Key to Cancel Incoming Calls Feature Goodbye Key Cancels Incoming Call isModel 6757i CT IP Phone User Guide 257 Configuring UPnP Mapping Lines UPnP Mapping Lines for remote phones258 Model 6757i CT IP Phone User Guide Model 6757i CT IP Phone User Guide 259 Message Waiting Indicator Configuring Message Waiting Indicator260 Model 6757i CT IP Phone User Guide Microphone Mute Incoming Intercom Call FeaturesModel 6757i CT IP Phone User Guide 261 Incoming Intercom262 Model 6757i CT IP Phone User Guide Auto-Answer/Play Warning ToneAllow Barge Model 6757i CT IP Phone User Guide 263 Configuring Incoming Intercom Settings264 Model 6757i CT IP Phone User Guide Using Redial Key for Last Number RedialGroup RTP Paging receives RTP streams Model 6757i CT IP Phone User Guide 265Configuring Group RTP Paging Group Paging RTP Settings266 Model 6757i CT IP Phone User Guide Model 6757i CT IP Phone User Guide 267 Configuring Lldp Elin268 Model 6757i CT IP Phone User Guide Available Features Enabled by AdministratorsOutgoing Intercom Calls Missed Call Summary SubscriptionModel 6757i CT IP Phone User Guide 269 Customizable Callers List Key and Services KeyAutodial Hotline and Warmline Centralized ConferencingAnswer and Ignore Softkeys for XML Applications XML Softkey for Special Characters in XML Applications270 Model 6757i CT IP Phone User Guide IP Phone UI Screen During WAV Streaming Using the Keypad During Active XML ApplicationsPlaying a WAV File On Your Phone Model 6757i CT IP Phone User Guide 271Key Redirection 272 Model 6757i CT IP Phone User GuideOptions Key Model 6757i CT IP Phone User Guide 273 XML Applications and Off-Hook InteractionXML Override for a Locked Phone RTP Recording and Simultaneous PlayingHold Feature Enhancement for Broadsoft Servers IP Phone UI when Broadsoft CMS is Enabled274 Model 6757i CT IP Phone User Guide Model M675i Model M670i and M675i Expansion ModulesModel 6757i CT IP Phone User Guide 275 Model M670iExpansion Module keys support the following functions 276 Model 6757i CT IP Phone User GuideM675i Expansion Module Using the Expansion ModulesModel 6757i CT IP Phone User Guide 277 M670i Expansion Module278 Model 6757i CT IP Phone User Guide 1 Screen2 Screen Press-and-Hold to Create a Speeddial Key Model 6757i CT IP Phone User Guide 279280 Model 6757i CT IP Phone User Guide Troubleshooting SolutionsModel 6757i CT IP Phone User Guide 281 What are services, and how do I use them?Why does my phone display the No Service message? How do I change my user password?282 Model 6757i CT IP Phone User Guide Why does my phone display Bad Encrypted Config?How do I restart the IP phone? Model 6757i CT IP Phone User Guide 283How do I lock my phone? 284 Model 6757i CT IP Phone User GuideModel 6757i CT IP Phone User Guide 285 Page Limited Warranty Warranty Repair ServicesExclusions After Warranty Service Appendix a Time Zone Codes Time Zone Name/Time Zone Code TableTime Zone Name Time Zone Code NST Time SGT Numerics IndexIndex-2 Model 6757i CT IP Phone User Guide Index-3 Index-4 Model 6757i CT IP Phone User Guide Index-5 Page

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