Line Keys and Programmable Keys
Automatic Call Distribution (ACD) Key (for Sylantro Call Managers)
The 6865i supports Automatic Call Distribution (ACD) for Sylantro call managers. The ACD feature allows the Sylantro call manager 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 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 log in. An Avail key 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 its 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 Avail key
•An ACD timer expires (set by your System Administrator).
You can also choose to manually change the phone status to unavailable by pressing the Unavail key on the phone.
The ACD key LED changes when you log into the phone queue and are available to take calls. The LED changes again when you are busy with an active call. The table below shows the status of the LED as they may appear on your IP phone.
Status: Logged In and Available | Status: Unavailable | Logged Out |
Solid Red LED | Blinking Red LED | No LED |
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Note:
It is recommended you configure no more than a single ACD key or programmable key per IP phone.
Configuring an Automatic Call Distribution (ACD) Key Using the Aastra Web UI
Aastra Web UI
1.Click on Operation > Programmable Keys. or
Click on Operation > Expansion Module <N>.
Programmable Keys
2.Select from Key 1 through Key 8.
3.In the Type field, select Auto call distribution.
4.In the Line field, select a line to apply Automatic call distribution. Valid values are 1 through 9.
Expansion Module Keys
5.Select from Key 1 through Key 16.
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