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) 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 need to configure an ACD key for the user to log into the ACD system. The ACD key
on the IP phone indicates the ACD status.
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