Aastra Telecom IP Phone User Manual

74 Model 57i IP Phone User Guide

Automatic Call Distribution (ACD) Key (for Sylantro Servers)

The 57i and any attached Expansion Modules support Automatic Call Distribution 
(ACD) for Sylantro servers. The ACD feature allows the Sylantro server to distribute 
calls from a queue to registered IP phone users (agents).

To use the ACD feature on an IP phone, you must first configure an ACD softkey or 
Expansion Module softkey. When you want to subscribe to a queue (in order to 
receive incoming calls), you press the ACD key and the IP phone UI prompts you to 
specify the following information:

User ID: the phone number(s) used to login into the queue. 

Password: the password used to login to the queue. 

Available/unavailable: Shows the current status of the IP phone. Specifies if the IP 
phone user is available/unavailable to receive a call from the queue.

After creating an ACD key, you are ready to receive calls from a queue on the server. 
You must press the ACD key and then log in by entering your User ID and Password. 
An "Available" softkey displays allowing you to make your phone available to accept 
these calls.

When you are on an active call, or you miss a call, the server automatically changes 
the phone’s status to unavailable. The server updates it’s database with this new 
information and no longer distributes calls to the phone. The phone remains in this 
"unavailable" state until:

• you make yourself “available” again by pressing the "Available" softkey.
• an ACD timer expires (set by your System Admibnistrator).

You can also choose to manually change the phone status to unavailable by pressing 
the "Unavailable" softkey on the phone. 

Note: Your System Administrator must provide you with your User ID and 

Password to access the applicable phone queue.

Note: It is recommended you configure no more than a single ACD softkey or 

Expansion Module key per IP phone.