Allworx Phone Model 9224 User Guide
Page 28 +1 866 ALLWORX * +1 585 421 3850
www.allworx.com
Version: L Revised: October 11, 2018
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:
1. Press and hold the PFK for five seconds. The ACD queue list displays.
2. Use the UP / DOWN and SELECT scroll keys to deselect queue(s). To log out, deselect all queues.
3. Enter the Allworx assigned PIN. The ACD Appearance PFK turns to solid red when logging out of
all queues.
To change the phone to a busy state:
A logged-in agent can manually enter the busy state to temporarily stop ACD calls.
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.
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.
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.
Last Agent Cannot Log Out When ACD queues are set so that the last agent cannot log out and the last agent must
log out for any reason, a queue supervisor must log the agent out. The agent can also
log out by allowing an ACD call to exceed the maximum rings, which sets the agent to
unavailable (No Answer).
To Next Page
Loading...
