ACD Logged In or Out Indicator

[Anonymous]

I am looking for any way to indicate to an agent that they have logged in or out of our ACD queue.

We are not using a Broadsoft based provider and I do not have access to the provisioning server our provider uses. We are not using Lync or Skype for Business. I do have access to the local phone config files and web portal.

I have an ACD Login and ACD Logout EFK set up which works fine. However, once you have logged in or logged out of the queue there is no way to tell your status.

I am open to any solution for this, here are some ideas I have researched without luck:

Changing the background picture when EFK is pressed. I wasn't able to find anything in the UC Admin guide that would allow me to do this. Is this possible?

Renaming the EFK when it is pressed. For example.. If I was logged out of the queue the button would say ACD Login, after pressing the button it would be renamed to ACD Logout, upon pressing it again it would be named ACD Login. Again, I have not had any luck with this.

Moving the position of the EFK when it is pressed. If I have two separate EFKs, ACD Login and ACD Logout, but could move the position of the button when the EFK is pressed. For example: ACD Login would be in position 1, after pressing it ACD Login would move to a different position and ACD Logout would move to position 1. I know that setting the position of an EFK is possible through the config files but I am wondering if it can be done in the macro code of the EFK?

Turning one of the line indicator lights on or off with an EFK. Or any light on or off with an EFK. Is this possible?

I have read the UC Admin Guide and the guide to use EFKs multiple times but this has me stumped.

Phone Model: Polycom VVX410

Part Number: 3111-46162-001 Rev:A

UC Software Version: 5.5.1.11526

Update Version: 5.7.13261

Any help would be greatly appreciated.

- Jonathan K.

[SteffenBaierUK]

Hello Jonathan K,

welcome to the Polycom Community.

The community's VoIP FAQ contains this post here:

Jun 07, 2012 Question: How can I add a server based DND / Do not disturb and / or Call Forward?
Resolution: Please check => here <=

The above explains in detail how the SUBSCRIBE and NOTIFY method is being used by our partner BroadSoft. This should enable you to reverse engineer this for your server.

If you or your yet unknown server provider is unable to do so you could maybe look to do this via the microbrowser instead.

Other than that there is no way to do this using EFK's as they can only have one function and cannot trigger any events that would change the GUI.

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services