Allworx 9224 - 3.3 Programmable Function Keys (PFK)

Allworx Phone Model 9224 User Guide
+1 866 ALLWORX * +1 585 421 3850 Page 9
www.allworx.com
Version: L Revised: October 11, 2018
3.3 Programmable Function Keys (PFK)
The Programmable Function Key is a short cut to a specific 9224 IP phone feature. The Allworx Server
Administrator configures the PFKs.
Feature Description
ACD Appearance Service 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 routing to them by pressing the PFK. The
PFK flashes red when it is in this state. Pressing the PFK again enables calls to route to the agent.
Busy Lamp Field (BLF) Monitors and dials another phone. The other phone is specified when setting up the BLF
function. When pressing the PFK, the behavior of this function is dependent upon the Station
Mode selection.
When Station Mode is set to PBX Behavior, the phone dials the designated extension.
When Station Mode is set to Key System Behavior, the phone places an intercom connection to
the designated phone.
Call Appearance Maps to one of the Call Appearances available on the phone. This enables placing or receiving
calls. Additionally:
• Enables distinctly using each Call Appearance in call routing and for managing those calls
independently and concurrently on the same phone.
• Mapping more than one PFK to the same Call Appearance enables multiple calls to that Call
Appearance to be active at the same time. The Call Appearance does not appear busy to the
call route until all the PFKs defined for that Call Appearance are in use. This is similar to call
waiting except the system uses the PFKs to alert and select a new call.
Configuration Example: Busy Receptionist
Requirements: Susan works as a receptionist at a busy office. She gets many phone calls each
hour. She wants to be able to answer each call while minimizing the possibility of any caller
getting a busy signal.
Phone Configuration: She has one Call Appearance defined on her phone. She sets up 8 of her
phone PFKs to map to her phone’s Call Appearance. (She wants to use the remaining PFKs for
other functions).
Discussion: When the first phone call comes in, her phone rings and the first of the Call
Appearance PFKs blinks green. While talking with the first caller, a second call comes in. Her
phone rings again and the second Call Appearance PFK blinks green. She puts the first caller on
hold by pressing the Hold button on her phone and picks up the second caller by pressing the
second Call Appearance PFK. She can continue to put callers on hold and answer new calls. She
terminates calls by switching to another Call Appearance PFK