User guide

System Administrator’s Guide – Release 7.5
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Revised: April 9, 2013
Page 83
11.5 Programmable Function Keys (PFKs)
11.5.1 Configuring phone PFKs
To configure PFKs on a phone:
1. Navigate to Phone Systems > Handsets and locate the handset that needs
configuration.
2. Click the View Configuration link in the handset row. The Configuration
page displays for the specific handset.
3. Go to the Programmable Function Keys section, and click the Modify link.
The Programmable Function Keys page displays. There is a numbered row in
the table corresponding to the individual PFK on the phone.
Note: For handsets with more than 12 PFK buttons or Tx Expander the user can assign
options to more than 1 column of PFKs . There are links for the Left/Right sets of
PFK buttons for the handsets and the Tx Expander.
4. Click the drop-down menu next to the key number, and select an available
option for each PFK.
Option Description
ACD Appearance Services calls in ACD queues. Users log in and out of ACD queues
with this PFK. When logged in, the user can receive and answer
calls from ACD queues.
Logged in agents can temporarily stop ACD calls from being routed
to them by pressing the PFK. The PFK will flash red when it is in this
state. Pressing the PFK again will permit calls to be routed to the
agent.
Busy Lamp Field (BLF) Monitors and dials another phone. The other phone is specified
when setting up the BLF function. When the PFK is pressed, the
behavior of this function is dependent upon the Station Mode
selection.
When Station Mode is set to PBX Behavior, the extension of the
owner of the designated phone is dialed.
When Station Mode is set to Key System Behavior, an intercom
connection is made to the designated phone.
Note: The Station Mode is a selected under the Phone Options
page of each handset’s View Configuration page.
Call Appearance Maps to one of the Call Appearances available on the phone. This
enables placing or receiving calls. Additionally:
• Recalls that a phone can have multiple Call Appearances. This
enables each Call Appearance to be distinctly used in call
routing and for those calls to be managed independently and
concurrently on the same phone.
• Mapping more than one PFK to the same Call Appearance
allows multiple calls to that Call Appearance to be active at the