Operational Features41-001160-04 Rev 02, Release 2.5 5-189Configuring Operational FeaturesAutomatic Call Distribution (ACD) (for Sylantro Servers)The IP phones support an Automatic Call Distribution (ACD) feature for Sylantroservers. The ACD feature allows the Sylantro server to distribute calls from aqueue to registered IP phone users (agents).To use the ACD feature on an IP phone, the administrator must first configure anan ACD softkey or programmable key. When an IP phone user wants to subscribeto a queue (in order to receive incoming calls), the user presses the ACD key. TheIP phone UI prompts the user 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 ifthe IP phone user is available/unavailable to receive a call from the queue.This parameter is set to “unavailable” by default.When the IP phone user is ready to receive calls from the server, the user logs intoa queue. Depending on the server configuration, the IP phone is either in an“unavailable” or “available” state. If the phone is set to “available” then the serverbegins to distribute calls to this phone immediately. If the phone is set tounavailable, then server waits until the IP phone user manually changes the phonestatus to “available” (using the IP phone UI) before distributing calls.Whenever the IP phone user answers a call, or misses a call, the serverautomatically changes the phone’s status to unavailable. The server updates itdatabase with this new information and no longer distributes calls to this phone.The IP phone will remain in this state until:— the IP phone user makes himself “available” again.— the ACD auto-availability timer expires. This occurs only if theadministrator has configured an ACD auto-availability timer as describedin “ACD Auto-Available Timer” on page 5-190.The IP phone user can also choose to manually change the phone status tounavailable, using the IP Phone UI.Note: It is recommended you configure no more than a single ACDsoftkey or programmable key per IP phone.
