Allworx 9212 - Page 38

Allworx Phone Model 9212/9212L User Guide
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www.allworx.com
Version: J Revised: March 2, 2017
The ACD Appearance of the next available agent’s phone receives the call in an ACD queue.
1. Answer the call using one of the options in the following table. The phone displays Inbound Call
and the caller ID. If the logged-in agent receives calls from more than one ACD queue, then the
queue description displays.
If the agent does not answer the call within the maximum number of rings, the Allworx system
automatically sets the agent to unavailable (No Answer) and does not receive any additional
calls. The agent must press and release the ACD Appearance PFK to clear the state and resume
receiving calls.
2. Toggle between the active caller ID (CID) and the queue status information (QSTAT) using the
phone soft key buttons. The queue status information replaces caller ID when a new call enters
the queue.
3. Hang up when call is complete. After the call ends and if the queue has wrap up time
configured, the phone displays the wrap-up period information. Agents can receive and place
calls while in the wrap-up period. The wrap up period automatically ends or when the agent
presses the CANCEL soft key button.
To log out or change queues:
Agents can log out of some or all of the ACD queues. The following table describes exceptions to the
ACD queue log out procedure:
Hands-free mode Press the PFK or SPEAKER function button.
Regular mode Use the handset or headset, and then press the PFK.
441x
a
a. Extensions may vary by system. If using a non-default Internal Dial Plan, consult the Phone Features tab of the
My Allworx Manager page to determine what feature extensions to use.
Dial 441x, where x equals the last digit is the queue number (0-9).
Interact Professional Use the Call Queue tab to answer the call.
Silent soft key The phone stops ringing, but the phone screen continues to display the inbound call
information.
Ignore soft key The phone stops ringing, and the phone screen no longer displays the inbound call
information.
Last Agent Logged Out
Forces Caller to Leave
Queue
If the only logged-in agent in a queue fails to answer an ACD call, the Allworx system
logs out the agent automatically. In addition, if the queue is set to force callers to leave
queue immediately when there are no logged-in agents, this call exits from the queue
and follows the defined exit routing.