Polycom 32x manual Logging Into and Out of ACD, Setting ACD Agent Availability

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SoundPoint IP 32x/33x User Guide

After you end a call, the line icon alternates between and showing you are now unavailable. You must set yourself to available for calls to be directed to you again.

Logging Into and Out of ACD

Calls may be directed to you, as an ACD agent, if you are logged in. Once you log out, calls cannot be directed to you.

To log into the ACD:

1Press the Menu key.

2Select Features > ACD Login/Logout > Login.

3Press the Select soft key, enter your user ID, and then press the Login soft key.

4Press the Down arrow key.

5Press the Select key, enter your password, and then press the Login soft key.

To log out of the ACD:

1Press the Menu key.

2Select Features > ACD Login/Logout > Logout.

Setting ACD Agent Availability

Calls can be directed to you, as an ACD agent, if you are logged and available. Once you are unavailable, calls cannot be directed to you.

To set ACD agent availability:

1Press the Menu key.

2Select Features > ACD Agent Availability.

3Use the Left and Right arrow keys to switch between Available and Unavailable.

4Press the Select key to select the setting.

Repeat steps 1 to 4 to manually change the ACD agent availability.

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Contents Polycom SoundPoint IP 32x/33x User Guide Trademark Information Patent InformationDisclaimer Copyright NoticeContents Alternating Between Handset, Headset, and Speakerphone Using the Advanced Features of Your Phone Customizing Your Phone Introduction About This GuideWho Should Read This Guide? How This Guide is OrganizedWhat’s New in This Guide Conventions Used in This GuideFollowing typographic conventions are used in this guide Getting Help and Support Recommended ReferencesCustomer Feedback Getting Started with Your Phone Introducing Phone Components Understanding the Phone KeypadGetting Started with Your Phone What Displays on the Screen? Phone IconsNavigating Menus, Lists, and Fields Timesaver Page Up and Page Down ShortcutsEntering Data and Editing Fields User Tip Entering Special CharactersRegistering the Phone Troubleshooting Phone IssuesWeb Info Registering Standalone Phones Using the Polycom Web Configuration Utility To access the Web Configuration Utility for your phoneUsing Your Phone Calling and AnsweringAnswering Calls Answering When Not in Another CallUser Tip Answering Calls While Your Phone is Locked Answering When in Another Call To answer a call using the handsetTo answer a call using Handsfree Speakerphone mode To answer a call using the headsetSoundPoint IP 32x/33x User Guide Answering Calls When the Phone has Multiple Call Appearances Placing CallsCalling Using the Handset To place a call using the handsetCalling Using the Speakerphone Calling Using a HeadsetTo place a call using Handsfree Speakerphone mode To place a call using a headsetCalling Using the Dial Key Ending CallsCalling from Directories Calling by Speed DialingUsing a Headset Enabling Headset Memory ModeTroubleshooting Dealing with Electrostatic Discharge Timesaver Quickly Ending a CallUsing Electronic Hookswitch To enable Headset Memory ModeSelect Settings Basic Preferences Headset Headset Memory To activate Headset Memory ModeUser Tip Anwering a Call when Silent Ringing is Enabled Ignoring Incoming CallsRejecting Incoming Calls To ignore a callDuring Calls Alternating Between Handset, Headset, and SpeakerphoneHolding and Resuming Calls User Tip Muting Yourself During a ConferenceHandling Multiple Calls on Hold Transferring CallsPerforming a Consultative Transfer To perform a consultative transfer Performing a Blind TransferTo perform a blind transfer Setting Up Conferences To set up a conference call using the Conf soft keyHosting Conference Calls User Tip Dialing a Phone NumberHolding and Resuming Conference Calls Splitting Conference CallsEnding Conference Calls To enable call forwarding to another party Changing the Way Calls Are AnsweredForwarding All Calls to Another Party To end a conference callTo disable call forwarding Rejecting Calls from a ContactTemporarily Refusing All Calls Do Not Disturb Troubleshooting I Can’t Reject Calls on a Shared LineDiverting Calls from a Contact to Another Party To divert incoming calls from a contact to a third partyWorking with Call Lists Multiple Lines and Do Not DisturbTo manage the listed calls Managing Call ListsUser Tip Shortcuts to Call Lists Searching Your Contact Directory Working with Your Contact DirectoryAdding Contacts to Your Contact Directory To add a contact manually Adding Contacts ManuallyUser Tip Adding the First Contact Adding Contacts from Call Lists To add a contact from a call listUpdating Your Contact Directory To update a contactUser Tip Verifying Contacts or Adding More Information To delete a contact from the local contact directory Deleting Contacts from Your Contact DirectoryTimesaver Quickly Updating Contacts Working with Your Corporate Directory Searching Your Corporate DirectorySee Searching Your Corporate Directory Controlling What is Heard Select Settings Basic Ring TypeChanging the Ring Tone Changing the Ring Tone for Your PhoneChanging the Speaker Volume Changing the Ringer VolumeChoosing Where You Hear Sound Effects Setting Ring Tones for ContactsManaging Speed Dials To add or edit a speed dial index for an existing contact Assigning Speed Dial IndexesTo assign a new speed dial key Accessing Voicemail Timesaver Quickly Accessing VoicemailTo listen to voice messages User Tip Assigning Speed Dial Index ValuesWorking with Multiple and Shared Lines Supporting Multiple LinesSupporting Multiple Line Keys Per Line Supporting Multiple Call AppearancesSupporting Shared Lines Locking and Unlocking Your Phone About Your User Password To change your user passwordLocking and Unlocking Your Phone To lock your phoneDefault setting is Allow ringing when locked Calling and Answering from a Locked PhoneTo unlock your phone To call an authorized number from a locked phoneLogging Into Phones To answer a call on a locked phoneLogging In and Out of a Phone To log in to a phoneTo log out of a phone Changing Your User Password Placing Calls from Phones that are in the Logged Out State Using Your Phone Page Troubleshooting I Can’t Access Automatic Call Distribution Using the Advanced Features of Your PhoneSIP-B Automatic Call Distribution Setting ACD Agent Availability Logging Into and Out of ACDUsing Buddy Lists Updating Your Presence SettingsManaging Buddies Updating Your Buddy ListIntegrating With Microsoft Live Communications Server Blocking and Unblocking Your BuddiesTo add or delete a contact from your buddy status list To block or unblock a contact from your buddy listUsing the Advanced Features of Your Phone Push-to-Talk Mode Broadcasting Messages Using Push-to-Talk and Group PagingSending and Receiving PTT Broadcasts Timesaver Sending a PTT Broadcast to the Default Channel To send a PTT broadcastReceiving PTT Broadcasts Adjusting the Volume of PTT Broadcasts Changing Where Broadcasts are PlayedReplying to PTT Broadcasts Ending PTT BroadcastsUpdating Channel Subscriptions Updating the Default ChannelAllowing PTT Broadcasts to Play During Active Calls Group Paging Mode Sending and Receiving PagesSending Pages To send aTimesaver Sending a Group Page to the Default Paging Group Receiving PagesChanging Where Pages are Played Adjusting the Volume of PagesUpdating the Default Paging Group Updating Paging Group Subscriptions Allowing Pages to Play During Active CallsUpdating Your Phone’s Configuration To update your phone’s configurationRestarting Your Phone To restart the phonePage Customizing Your Phone To configure the time and dateChanging the Time and Date Display Select Settings Basic Backlight Intensity Changing the BacklightChanging the Backlight Brightness To modify the backlight intensityChanging the Backlight Timeout Select Settings Basic Preferences Directory search Changing the LanguageSaving the Contact Directory Search Filter To change the languageUser Tip Contact Directory Reconfiguration Page Troubleshooting Your Phone Power and Startup IssuesAccess to Screen and Systems ControlsCalling There is no dial toneService Unavailable message displays on the screen DisplayAudio Testing Phone HardwareProductivity Suite SoundPoint IP 32x/33x User Guide Polycom UC Software Menu System SoundPoint IP 32x/33x User Guide Polycom UC Software Menu System SoundPoint IP 32x/33x User Guide Safety Notices Warranty Exclusive Safety and ComplianceRussian Compliance End-User License Agreement for Polycom Software Grant of LicenseSupport Services Termination Limitation of Liability USA