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:

{{CloudStep_Stack |title=Agents: Change your ACD state from a desk phone |text=

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.

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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.

AT LEFT: Watch an agent change his ACD code on an AudioCodes 420HD desktop phone. |

Creating a New DID Group

1. Click New.
2. Configure the DID Group Details dialog:
   • Enter unique values into the DID Group Name and IVR Profile Name fields.
   • Check the selection box of each DIDs (a 10-digit number) in the DID List field, to include those DIDs in the group you are creating.
     
     Optional Quick filter field: enter text to limit the number of DUD Groups displayed, or click plus (+) to query for additional DID groups not displayed.

When you leave this dialog, the DID Group that you created is now listed in the DID Groups directory.

System Administrators: Configuration enables ACD state change on desktop phones

• This task enables ACD State change on Polycom, Yealink, and AudioCodes/Genesys desktop phones (model 420HD with firmware version 2.2.2 or higher only).
• 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.