ZyXEL Communications X2002, User Manual

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Chapter 23 ACD
X2002 User’s Guide
348
23.1.1 What You Can Do in this Chapter
• Use the ACD Global screen to set the global “wrap up” time for each extension
in the ACD system. See Section 23.2 on page 350 .
• Use the Agent screen to manage the ACD agent identities. See Section 23.3 on
page 351 .
• Use the Skill screen to manage the ACD skills. See Section 23.4 on page 353 .
• Use the Skill Menu screen to create menus that a caller can use while in the
queue waiting for an agent to respond. See Section 23.5 on page 359 .
23.1.2 What You Need to Know
The following terms and concepts may help you as you read through the chapter.
Agent
An agent is a member of an Automated Call Distribution system who receives
incoming calls. Agents are usually classified according to “skills”. For example, a
customer support representative in an automotive parts company may be
classified as a member of the “Brakes and Tires” skill. As such, the X2002 auto
attendant would only route calls to him related to those two topics.
Agent Feature Code
The agent-specific feature code is: ***03 . This allows an agent to get a login
prompt and log into the X2002 to notify the device that his extension is a member
of the Automated Call Distribution system. This code is also used to log out.
When logged in as an agent, you can put your phone on “pause” status so it
temporarily cannot receive incoming calls from the X2002. To do so, type:
***04 .
Type it a second time to un-pause your phone.
Note: This feature code cannot be modified. For more information on feature codes
and how to use them, see Section 6.8 on page 141 .
Skill
In the context of ACD, a skill is a set of rules that bridge the auto-attendant on
one side and the agents on the other. The rules tell the X2002 exactly how to
route calls to specific agents based on the input it receives from the caller
interacting with the auto-attendant.