Allworx Automatic Call Distribution (ACD) FAQs

The Automatic Call Distribution feature key must be installed on the Allworx server.

How to configure a Call Queue

  1. From within the Admin page, navigate to Phone System / Call Queues
  2. Select the Modify link for the queue you wish to set up
  3. Enter a Description for the queue (e.g. Sales, Tech Support, etc)
  4. Select a Distribution Mode (Ring All, Fairness, Linear Priority or Sequential Round Robin)
  5. Adjust other settings for the queue as desired
  6. Click Update button

How to assign a Call Queue Supervisor

  1. From within the Admin page, navigate to Business / Users
  2. Select the Modify link of the user who is to become the Queue Supervisor (use admin user for initial queue setup)
  3. Click the 'User is a Call Queue Supervisor' checkbox
  4. Click Update button

How to assign Agents to a Call Queue

  1. Log into My Allworx Manager (log in as admin for initial setup)
  2. Click the Call Queues tab from the menu to the left
  3. Click view administration link of the desired queue
  4. Click the show link next to Agents
  5. Select the checkboxes of the users who will be agents of the queue
  6. Click Update button

How to assign an ACD PFK to a handset

  1. From within the Admin page, navigate to Phone System / Handsets
  2. Select the View Configuration link of the desired handset
  3. Click the Modify link next to the Programmable Function Keys header
  4. Select ACD Appearance from the drop down menu (do not select Queue Appearance)
  5. Click define link
  6. Choose the ring type and then click done
  7. Click Update button
  8. Reboot the handset for changes to take effect