Using Star2Star ACD on Yealink IP Phones

Using Star2Star ACD on Yealink IP Phones
This document provides detailed information on how to use ACD (automatic call
distribution) feature on Yealink IP phones integrated with Star2Star platform. ACD
enables organizations to manage a large number of incoming calls on individual basis.
It handles incoming calls by automatically queuing and directing calls to available
personnel. The information in this document applies to the following Yealink IP phone
models:

Color Screen Phones: SIP-T48G and SIP-T46G with firmware version 73

Black-and-white Screen Phones: SIP-T42G, SIP-T41P, SIP-T28P, SIP-T26P and SIP-T22P
with firmware version 73
The ACD agent can log in and log out through the use of the soft keys. The ACD agent
can change or refresh their status through the use of the soft keys. The agent’s current
status appears as the icon next to the account label.
You can configure the ACD feature for Yealink IP phones using the configuration file only.
1.
Add/Edit the ACD parameters in the configuration file.
X stands for the serial number of the account. Y stands for the serial number of the
away code/away reason.
SIP-T48G/T46G: X ranges from 1 to 16.
SIP-T42G: X ranges from 1 to 12.
SIP-T28P/T41P: X ranges from 1 to 6.
SIP-T26P/T22P: X ranges from 1 to 3.
Y ranges from 1 to 100.
Parameters
Permitted Values
Default
Integer
0
account.X.sip_server_type
Description:
Configures the type of the SIP server for account X.
0-Default
12-S2S
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Using Star2Star ACD on Yealink IP Phones
Parameters
account.X.acd.enable
Permitted Values
Default
Boolean
0
Boolean
0
Description:
Enables or disables ACD feature for account X.
0-Disabled
1-Enabled
account.X.acd.unavailable_reason_enable
Description:
Enables or disables away code feature for account X.
0-Disabled
1-Enabled
account.X.reason_code.Y
Integer
Blank
String
Blank
String
Blank
Description:
Configures the away code for account X.
account.X.reason_code_name.Y
Description:
Configures the away reason for account X.
account.X.acd.call_information
Description:
Configures the string the phone dials out when the ACD agent logs into/logs out
of the ACD system (you press the Login/out soft key on the phone).
The value format: Call Center Number<time interval>User ID<time
interval>Password.
Time interval ranges from 1 to 20 (in seconds).
For example :
account.1.acd.call_information = 806<1>1005<2>1234
The IP phone will dial out the call center number 806, wait for 1s, automatically
enter the user ID 1005, wait for 2s, automatically enter the password 1234 when
you press the Login/out soft key on the phone.
Note: It works only if the value of the parameter “account.X.sip_server_type” is
set to 12 (S2S).
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Using Star2Star ACD on Yealink IP Phones
Parameters
Permitted Values
Default
String
Blank
account.X.acd.refresh_url
Description:
Configures the URL the phone sends when the ACD agent logs into/logs out of
the ACD system, or refreshes the status (you press the Login/out or Refresh soft
key on the phone)
Note: It works only if the value of the parameter “account.X.sip_server_type” is
set to 12 (S2S).
account.X.acd.away_url
String
Blank
Description:
Configures the URL the phone sends when the ACD agent changes the status
to away (you press the Away soft key on the phone).
For example :
account.1.acd.away_url=
http://portal-dev.star2star.com:8181/yealink/reason_code_response?reason_co
de=#REASONCODE&agent_extension=ext_843 85&agent_location=
starbox_628&agent_phone=94&customer_id=435s
#REASONCODE will be automatically replaced with the away code you
entered when the URL is sent to the server.
Note: It works only if the value of the parameter “account.X.sip_server_type” is
set to 12 (S2S) and “account.X.acd.unavailable_reason_enable” is set to 1
(Enabled).
account.X.acd.available_url
String
Blank
Description:
Configures the URL the phone sends when the ACD agent changes the status
to available (you press the Avail soft key on the phone).
Note: It works only if the value of the parameter “account.X.sip_server_type” is
set to 12 (S2S).
The following shows an example of ACD parameters for account 1 in configuration
files:
account.1.acd.enable = 1
account.1.acd.unavailable_reason_enable = 1
account.1.reason_code.1 = 500
account.1.reason_code_name.1 = On Lunch
account.1.sip_server_type = 12
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Using Star2Star ACD on Yealink IP Phones
account.1.acd.call_information = 806<1>1005<2>1234
account.1.acd.refresh_url =
http://portal-dev.star2star.com:8181/yealink/agent_screen?action=idle&amp;phone
=104&amp;locID=570 &amp;ext=ext_85407
account.1.acd.away_url =
http://portal-dev.star2star.com:8181/yealink/reason_code_response?reason_code=
#REASONCODE&agent_extension=ext_84385&agent_location=
starbox_628&agent_phone=94&customer_id=435s
account.1.acd.available_url =
http://portal-dev.star2star.com:8181/yealink/toggle_status?ext=ext_85407&locid=st
arbox_570&phone=104
2.
Upload the configuration file to the root directory of the provisioning server and
perform auto provisioning to configure the Yealink IP phones.
If the ACD feature is properly configured on the IP phone, you are able to:

Login and logout as an agent

Change or refresh the agent status
The line icons and the corresponding agent statuses are listed as below:
Line Icon
SIP-T42G/T41P/T28P/T26P/T22P
SIP-T46G
SIP-T48G
Agent Status
Log out
Login, Available
and x
Login, Away
To log into the ACD system:
1.
Press the Login/out soft key when the phone is idle.
The phone will dial out the preconfigured string which contains the call center
number, user ID and password. Then you can follow the voice prompt to log into the
ACD system. After you hang up, the phone will request to refresh the agent status.
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Using Star2Star ACD on Yealink IP Phones
When the agent has logged into the ACD system successfully, you can change or refresh
the agent status by pressing the Avail/Away soft key. If the agent status is set to
available, the server will begin to distribute incoming calls to your IP phone. If the agent
status is set to away, the server will not distribute incoming calls to your IP phone.
The following takes a SIP-T28P IP phone as an example.
To change the ACD agent status:
If the current agent status is available, do the following:
1.
Press the Away soft key.
2.
Do one of the following:
-
Enter the preconfigured away reason code in the Enter code field.
-
Press
or
to select the desired away reason code, and then press the
OK soft key.
The agent status changes to away and the line icon changes to
and x.
If you are using the black-and-white screen phone, the corresponding prompt
message pops up, you need to press the Exit soft key to return to the previous
screen.
If you are using the color screen phone, the corresponding prompt appears on the
current screen.
If the current agent status is away, do the following:
1.
Press the Avail soft key.
The agent status changes to available and the line icon changes to
. The
corresponding prompt message appears.
If you are using the black-and-white screen phone, the corresponding prompt
message pops up, you need to press the Exit soft key to return to the previous
screen.
If you are using the color screen phone, the corresponding prompt appears on the
current screen.
To refresh the ACD agent status:
1.
Press the Refresh soft key (You may need to press the More soft key to see the
Refresh soft key).
If you are using the black-and-white screen phone, the corresponding prompt
message pops up, you need to press the Exit soft key to return to the previous
screen.
If you are using the color screen phone, the corresponding prompt appears on the
current screen.
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Using Star2Star ACD on Yealink IP Phones
To log out of the ACD system:
1.
Press the Login/out soft key when the phone is idle.
The phone will dial out the preconfigured string which contains the call center
number, user ID and password. Then you can follow the voice prompt to log out of
the ACD system. After you hang up, the phone will request to refresh the agent
status.
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Using Star2Star ACD on Yealink IP Phones
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