Mitel 6869 Phone: Statuses for an ACD Call Center

This article details what the different statuses mean on the Mitel 6869 Voice over IP (VoIP) phone.

This is the Mitel 6869 phone:
Example of the Mitel 6869 phone showing that you need to press the physical button on the phone next to the indicated features on the phone screen.

Statuses

The ACD softkey and LED button indicator light both indicate your current ACD status as either Available, Unavailable, in Wrap or Please Login.

If you are a member of multiple call center ACDs, the status (Available, Unavailable, Please Login)applies to all call centers you are a member of. If your status is Available, then you are available on all call center ACDs you are a member of. 

Available

  • Status shows as Available and with a green ACD on the main screen.
  • Means you are available to take calls from the Call Center queue.
  • The light on the button next to the ACD indicator on the phone is solid when you are available.

Unavailable

  • Status shows as Unavailable and with a yellow ACD on the main screen.
  • Means you are unavailable to take calls from the Call Center queue.
    • No new calls will come in when your status is Unavailable. 
    • Your status automatically changes to Unavailable when you are on a call or miss a call. 
    • You can choose to manually change the phone status to unavailable by pressing the Unavail softkey.
  • The phone remains in the unavailable state until:
    • You make yourself available again by pressing the Avail softkey.
    • An ACD timer expires (set by your System Administrator).
  • The light on the button next to the ACD indicator on the phone is flashing when you are unavailable or on wrap.

Please Login (Logged Out)

  • Status shows as Please Login and with a red ACD on the main screen.
  • Means you are logged out of the Call Center queue and cannot receive any calls through the Call Center.
  • To change the status to Available, Sign In to a Queue
  • The light on the button next to the ACD indicator on the phone is off when you are logged out.

Going into Wrap

  • If configured, agents will be put into wrap mode after each call. 
  • When wrap is active the square next to ACD label is yellow.
    • Depending on how your phone is programmed, your screen with either say Wrap or Unavailable when you are on wrap.
  • The light on the button next to the ACD indicator on the phone is flashing when you are unavailable or on wrap.

Additional Resources

Last modified

TDX ID

6275