Aastra Telecom 41-001343-02 manual Automatic Call Distribution ACD for Sylantro Servers

Operational Features

Automatic Call Distribution (ACD) (for Sylantro Servers)

The IP phones support an Automatic Call Distribution (ACD) feature 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, the administrator must first configure an ACD softkey or programmable key. When an IP phone user wants to subscribe to a queue (in order to receive incoming calls), the user presses the ACD key. The IP phone UI prompts the user to log in.

When the IP phone user is ready to receive calls from the server, the user logs into a queue. Depending on the server con- figuration, the IP phone is either in an “unavailable” or “available” state. If the phone is set to “available” then the server begins to distribute calls to this phone immediately. If the phone is set to unavailable, then server waits until the IP phone user manually changes the phone status to “available” (using the IP phone UI) before distributing calls.

Whenever the IP phone user answers a call, or misses a call, the server automatically changes the phone’s status to unavail- able. The server updates it database with this new information and no longer distributes calls to this phone. The IP phone will remain in this state until:

•the IP phone user makes himself “available” again.

•the ACD auto-availability timer expires. This occurs only if the administrator has configured an ACD auto-availability timer as described in “ACD Auto-Available Timer” on page 5-147.

The IP phone user can also choose to manually change the phone status to unavailable, using the IP Phone UI.

Note:

It is recommended you configure no more than a single ACD softkey or programmable key per IP phone.

ACD Auto-Available Timer

Whenever the IP phone user answers a call, or misses a call, the server automatically changes the phone’s status to unavail- able. The administrator can control how long the IP phone remains in the unavailable state by configuring an auto-availa- ble timer. When the timer expires, the IP phone status is automatically changed to available. The default setting for the timer is 60 seconds.

You use the following parameters to configure an ACD Auto-Available Timer in the configuration files:

•acd auto available

•acd auto available timer

Configuring an Automatic Call Distribution (ACD) Key

You can configure an ACD key on softkeys, programmable keys, and extension module keys.

Note:

On the 6739i, you can configure an ACD softkey using the IP Phone UI also. For more information, see the Aastra Model 6739i IP Phone User Guide.

The following table illustrates examples of configuring an ACD key on the phone.

Softkey Examples	Top Softkey Examples	Programmable Key Exam-	Extension Module Examples
		ples
softkey1 type: acd	topsoftkey1 type: acd	prgkey1 type: acd	expmod1 key1 type: acd
softkey1 label: sales	topsoftkey1 label: sales	prgkey1 line: 1	expmod1 key1 label: sales
softkey1 line: 1	topsoftkey1 line: 1		expmod1 key 1 line: 1
softkey1 states: idle	topsoftkey1 states: idle

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