Configuring Advanced Features
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2. Select Enabled from the pull-down list of Hide Feature Access Codes.
3. Click Confirm to accept the change.
Automatic Call Distribution (ACD)
ACD enables organizations to manage a large number of phone calls on an individual basis.
ACD enables the use of IP phones in a call-center role by automatically distributing incoming
calls to available users, or agents. ACD depends on support from a SIP server. ACD is disabled
on the IP phone by default. You need to enable it on a per-line basis before logging into the
ACD system.
After the IP phone user logs into the ACD system, the server monitors the IP phone status and
then decides whether to assign an incoming call to the user’s IP phone. When the IP phone
status is changed to unavailable, the server stops distributing calls to the IP phone. The IP
phone will remain in the unavailable status until the user manually changes the IP phone status
or the ACD auto available timer (if configured) expires. How long the IP phone remains
unavailable is configurable by the auto available timer. When the timer expires, the IP phone
status is automatically changed to available. ACD auto available timer feature depends on
support from a SIP server.
You can configure an ACD key for the user to log into the ACD system. The ACD key on the IP
phone indicates the ACD status. ACD key is not applicable to SIP-T19(P) E2/CP860/CP920 IP
phones.
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