FAQ:VoIP:ACD

BLF: Monitore ACD group and collegues

• Information
  

With ACD, as a security measure, it in not possible to monitor a call for an ACD Queue or monitoring a collegue getting incoming calls via ACD group, when he is not member of this group!

• Solution
  

Add the person to the ACD Group in logged-out mode that wish to monitor ACD Queue or collegues Setup BLF for ACD group and Members to monitore

Add members in Logged - Out - Mode

Steps to perform:

1. Go to My Services > Telephony > Your Virtual PBX
   
2. Click on Open editor and open Tab GROUPS
   
3. Search for the group you wish to monitor and click on configure
   
4. Add the additional members and save by click on Register
   
5. Now logout those members of the ACD group by clicking on the green icon (logged in) to turn into red (logged out)
   

Setup BLF to monitore ACD Group

Steps to perform:

1. Go to My Services > Telephony > Manage my IP-Phones
   
2. Choose the IP-phone you wish to setup BLF and click on Action
   
3. Choose as Action type: BLF, as Parameter: search for ACD Group by type the ACD Group you wish to monitore (example 300) and click on Apply
   

BLF to monitor ACD Group - Kiosk - programmable key

Setup BLF to monitore collegues getting calls via ACD Group

Steps to perform:

1. Go to My Services > Telephony > Manage my IP-Phones
   
2. Choose the IP-phone you wish to setup BLF and click on Action
   
3. Choose as Action type: BLF, as Parameter: search for the member by type the user you wish to monitore (example 5302) and click on Apply
   

File:ACD BLF monitor-collegues EN.jpg BLF Monitor Collegue - Kiosk

BLF: Intercept or pickup calls from ACD group or collegues

• Information
  

With ACD, as a security measure, it in not possible to intercept or pickup a call for an ACD Queue or a collegue getting incoming calls via ACD group.

• Solution
  

1) Add the person to the ACD Group in logged-out mode following that wish to pickup calls incoming to ACD Queue or collegues in ACD group Add a BLF

ACD group Login/Logout

• Information

Using ACD you can Login/Logout using programmable key (BLF) or VTX Softphone or use code 80

• Solution

watch Video how to manage Login/Logout via programmable key (BLF) or VTX Softphone

Using programmable key (BLF) Add steps how to