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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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  1. Login using your phone's menu.
  2. 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.
  3. 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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