Aastra Telecom 57I CT, 55I, 53I manual Using the ACD Feature on your IP Phone

IP Phone Administrator Guide Operational Features

Operational IP Phone Features

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 55i, 57i, 57i CT, 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 Customer 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 Support key and can log in.

Once logged in to the queue, you can make himself “available” or “unavailable” to take calls by pressing the Available/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.”

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ACD softkey o Support for this example

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