Change Your ACD State Remotely

SIPVM-3525 - Device management support for enhanced phone-based agent login

Agents can change their ACD Agent State on enabled desk phones made by Polycom, Yealink and AudioCodes/Genesys (420HD model only) with firmware version 2.2.2 or higher. Here's how:

Agents can change their ACD state from a desk phone

1. Login using your phone's menu.
2. Select one of the Agent States. Your choices are:
   • not ready Optional: additionally select a reason code such as Lunch or Break.
   • ready
   • after call work.
3. Logout.

Watch this video

You can still do this on your desktop computer, using Agent Desktop. SIP Server synchronizes between your phone and your Agent Desktop when you finish using either.

SysAdmin Configuration

This task enables "self-service" provisioning on Audiocodes and Genesys desktop phones—and requires system administration-level skills.

1. Create a profile.
2. Enable ACD in the profile, and add reason codes.
3. Create a device and associate the profile with it.

When an enabled phone connects to Feature Server, login and provisioning becomes available automatically.