User guide

Model 9143i IP Phone User Guide 65
Line Keys and Programmable Keys
Automatic Call Distribution (ACD) Key (for Sylantro Servers)
The 9143i support Automatic Call Distribution (ACD) 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, 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 specify the following information:
User ID: the phone number(s) used to login into the queue.
Password: the password used to login to the queue.
Available/unavailable: Shows the current status of the IP phone. Specifies if the IP phone user is
available/unavailable to receive a call from the queue.
After creating an ACD key, you are ready to receive calls from a queue on the server. You must
press the ACD key and then log in by entering your User ID and Password. An "Available" 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 it’s 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 "Available" key.
• an ACD timer expires (set by your System Admibnistrator).
You can also choose to manually change the phone status to unavailable by pressing the
"Unavailable" key on the phone.
Note: Your System Administrator must provide you with your User ID and
Password to access the applicable phone queue.
Note: It is recommended you configure no more than a single ACD programmable
key per IP phone.