Installation guide

Operational Features
5-139 41-001561-00 REV00 – 10.2014
Using the ACD Feature on your IP Phone
The ACD feature allows you to login to a phone queue in order to receive distributed calls on your IP phone. To login to a
phone queue, your system administrator must preconfigure an ACD softkey or programmable key on your Mitel IP
phone.
For the 6867i and 6869i IP phones, the ACD softkey is labeled according to your network requirements. The label usually
describes which phone queue you are accessing when you press the ACD softkey.
For example, suppose the administrator wants to configure an ACD softkey to allow an IP phone user to log into the Cus-
tomer Support phone queue. The administrator assigns the label “Support” to the softkey, so it is easily recognizable to
the IP phone user. When the IP phone user wants to subscribe to the Customer Support queue, the user presses the Sup-
port key and can log in.
Once logged in to the queue, you can make yourself “available” or “unavailable” to take calls by pressing the Availa-
ble/Unavailable key on the phone UI. The server monitors your IP phone status. When you set the IP phone to “available,”
the server begins distributing calls to your phone. When you set the IP phone to “unavailable,” the server temporarily
stops distributing calls to your phone.
For the 6865i, the programmable key LED reflects your current status. For the 6867i and 6869i, the graphical button color
reflects your current status along with text indication. The table below describes the meaning of the LED, and each icon,
as they may appear on your IP phone:
ACD Subscription Period
On the IP phones, you can set the time period, in seconds, that the IP phone resubscribes the ACD subscription service
after a software/firmware upgrade or after a reboot of the IP phone.
In the configuration files, you enter the following parameter with a valid value to set the ACD subscription period:
sip acd subscription period: <value in seconds>
The minimum value for this 120 seconds (2 minutes).
The default is 3600 (1 hour).
Setting this parameter to a value lower than 3600 allows the configured ACD feature to become active more quickly after
a software/firmware upgrade or after a reboot of the IP phone. If you enter a value lower than 120 for this parameter, the
default value (3600) will be used by the IP phone.
You can configure this feature using the configuration files or the Mitel Web UI.
3. In the “Auto Available Timer” field, specify the length of time (in seconds) before the IP phone state is automatically reset to “available.”
Valid values are 0 to 120 seconds. Default is 60.
For example: 60
4. Click Save Settings to save your changes.
Phone Model Status: Logged In and Available Status: Unavailable Logged Out
6865i Solid Red LED Blinking red LED No LED
6867i
6869i
Green Softkey Yello Softkey Red Softkey
Mitel Web UI