Change Your ACD State Remotely

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

Agents can change their ACD Agent State using 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: Change your ACD state from a desk phone

Watch an agent change his ACD code on an AudioCodes desktop phone:

Login using your phone's menu. 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. Logout. 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 tool.

SysAdmin Configuration Required to Enable

This task enables remote ACD State change on AudioCodes/Genesys model 420HD 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.