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Using automatic call distribution (ACD)
With automatic call distribution (ACD), you can receive and distribute large numbers of calls from users who don't need to talk to a specific person. Automatically distributed calls can be answered by any available agent.
ACD on snom® desk phones
On all snom desk phones, ACD is active by default.
To enable ACD on your Yealink® desk phone
- Open One Net Manager.
- Select Geräte-Manager.
-
From Vorlage, select Callcenter.
Current key configurations are reset.
New user interface
When you enable ACD, you receive a new user interface on your desk phone, for example, an additional Login/Logout soft key.
To assign ACD to a programmable key on your desk phone
- Open One Net Manager.
- Select Geräte-Manager.
An interactive image of your desk phone displays.
-
Select a key you want to set up.
The programmable keys have a blue dot on them.
- From Typ, select Funktion.
- From Funktion, select ACD.
You can combine your ACD system with One Net Call Centre and get access to additional options. When you are logged in to the ACD system, you can see your current availability status on the idle screen. You can also see more details on the incoming calls, for example, the waiting time or the number of calls in the queue.
To log in to the ACD system on your snom desk phone
- Select
.
To log out of the ACD system on your snom desk phone
- Select
.
To log in to the ACD system on your Yealink desk phone
- Select Login.
To log out of the ACD system on your Yealink desk phone
- Select Logout.
ACD also allows you to change your availability status for incoming One Net Call Centre calls with a programmable key.
To change your availability status in the ACD system
- Select the programmable key assigned to ACD.
- From the list, select the required status.
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