Control Your ACD Agent State from SIP Phones

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

Agents: Change your ACD state from a desk phone

Watch an agent change his ACD code on an AudioCodes 420HD desktop phone:

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Login using your phone's menu. Select one of the Agent States. Your choices are: not ready (optional: also select a reason code such as Lunch or Break.) ready after call work. Logout. Note: 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.

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SysAdmin Configuration Required to Enable

• This task enables remote ACD State change on Polycom, Yealink, and AudioCodes/Genesys desktop phones, model 420HD.
• This task 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.