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Polycom Telephone User Guide VocalData Telephone Features 55
621-00000092
Queue/ACD (Automatic Call Distribution)
The Automatic Call Distribution (ACD) queuing feature allows the
PressOne system to distribute incoming calls arriving at the pilot
number to a defined group of phones. You will have one or more
feature buttons on your telephone assigned as queue lines,
depending on how many ACD groups you belong to.
Finding Your Queues
The queue name is visible on the phone when you are logged out
of the queue. It is not visible when you are logged into the queue.
When you are logged out of the queue, the name is displayed next
to the line button to which the queue is assigned and the name will
be preceded by a star (
).
Logging Into/Out of Queues
You may log into multiple queues simultaneously by pressing the
queue button for each queue for which you wish to be active.
Press the button associated with the queue you want to be logged
into.The name of the queue will no longer be displayed next to the
line button on the LCD.
Answering Calls from Queues
When a call from the queue is distributed to your phone, the phone
will ring. You
MUST
press the queue button to answer calls from the
ACD queue. Otherwise, you will activate your prime line and hear
dial tone.
NOTE:
You must be logged into a queue before calls from the
queue will ring at your telephone.
1. Press the line button assigned to the queue line that is ringing.
2. Speak to the calling party.