ZyXEL Communications X2002, User Manual

Page: 356 / 562

Chapter 23 ACD
X2002 User’s Guide
356
No Logon
Action
No Available
Action
Timeout
Action
Available fields:
• No Logon Action - If all agents associated with a skill do not log in
or log off, then this item defines how the X2002 responds when calls
are sent to them.
• No Available Action - If no agent associated with this skill is
available to take a call, then this item defines how the X2002
responds when calls are sent to that agent.
• Timeout Action - If a call to an agent associated with this skill
times out, then this item defines how the X2002 responds when calls
are sent to that agent.
Possible actions are:
• Join - This action puts the call back in the queue for other
extensions within this skill. (No Available Action only.)
• No Timeout - This action keeps the caller on the line indefinitely
while the extension is rung. (Timeout Action only.)
• Hang Up - This action disconnects the call.
• Backup Skill - This action sends the call to the next skill if one is
associated with this one. When you select this option and you have
already configured more than 1 skill, a submenu with all available
skill appears.
• Auto Attendant - This action routes the call back to the auto
attendant system that first greeted the caller.
• Extension - This action forwards the call to the specified extension.
When you select this option, a field allowing you to input a
destination extension appears to the right of it.
• Voice Mail - This action engages the extension owner’s voice mail.
Waiting
Music
Select the music to play while a caller waits for an agent to pick up. For
more on Music On Hold, see
Section 22.4 on page 329 .
Max. Waiting
Calls
Enter the maximum number of calls (up to 999) to be put on hold while
calling the agents associated with this skill.
Waiting
Timeout
Enter the duration in seconds (up to 99999) that the call to the agents
associated with the skill rings before timing out.
Once a call times out, the action defined in Timeout Action applies.
This timeout only applies to calls in the queue that have not yet been
routed to a particular agent.
Ring Agent
Timeout
Enter the duration in seconds (up to 99999) that a call to a specific
agent associated with this skill rings before timing out.
Once a call times out, it is routed to a different agent.
Service
Level
Enter the duration in seconds (up to 99999) in which the agent
associated with this skill has to pick up for it to be considered ‘good
service’. You can view skill-related service reports in
Monitor > Status
Observation > ACD Queue . See Chapter 25 on page 367 for details.
Table 134 Skill > Skill Setting (continued)
LABEL DESCRIPTION