Aastra Telecom 41-001343-02 manual Using the ACD Feature on your IP Phone

Operational Features

Configuring the ACD Auto-Available Timer Using the Aastra Web UI

Use the following procedure to configure an ACD auto-available timer using the Aastra Web UI.

Aastra Web UI

1.Click on Basic Settings->Preferences->Auto Call Distribution Settings.

2.In the “Auto Available” check-box, click Enabled.

3.In the “Auto Available Timer” field, specify the length of time (in seconds) before the IP phone state is automatically reset to “available.” Valid values are 0 to 120 seconds. Default is 60.

For example: 60

4.Click Save Settings to save your changes.

Using the ACD Feature on your IP Phone

The ACD feature allows you to login to a phone queue in order to receive distributed calls on your IP phone. To login to a phone queue, your system administrator must preconfigure an ACD softkey or programmable key on your Aastra IP phone.

For models 8 and 11-Line LCD phones, the ACD softkey is labeled according to your network requirements. Check with your administrator to verify the label assigned to the ACD softkey on your IP phone. The label usually describes which phone queue you are accessing when you press the ACD softkey.

For example, suppose the administrator wants to configure an ACD softkey to allow an IP phone user to log into the Cus- tomer Support phone queue. The administrator assigns the label “Support” to the softkey, so it is easily recognizable to the IP phone user. When the IP phone user wants to subscribe to the Customer Support queue, the user presses the Sup- port key and can log in.

Once logged in to the queue, you can make yourself “available” or “unavailable” to take calls by pressing the Availa- ble/Unavailable key on the phone UI. The server monitors your IP phone status. When you set the IP phone to “available,” the server begins distributing calls to your phone. When you set the IP phone to “unavailable,” the server temporarily stops distributing calls to your phone.

The icon that appears next to the ACD softkey or programmable key on the IP Phone UI reflects your current status. In the example shown below, the icon shows the current status of this IP phone user as “logged off.”

This icon changes when you log on to the phone queue and are available to take calls. The icon changes again when you are busy with an active call.

The table below describes the meaning of the LED, and each icon, as they may appear on your IP phone:

Phone Model	Status: Logged In and Available	Status: Unavailable		Logged Out
9143i	Solid Red LED	Blinking red LED		No LED
9480i, 9480i CT	Solid Red LED	Blinking Red LED		No LED
	icon	Blinking	icon	icon
6730i, 6731i, 6753i	Solid Red LED	Blinking red LED		No LED
6735i, 6737i, 6755i, 6757i, 6757i	Solid Red LED	Blinking Red LED		No LED
CT	icon	Blinking	icon	icon

41-001343-02 REV04 – 05.2014 5-151