ZyXEL Communications X2002, User Manual

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Chapter 3 Tutorials
X2002 User’s Guide
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In order to do this, he must map his connections:
• The first menu and the submenus both utilize an auto-attendant. Auto-
attendants are set up in the Configuration > PBX > Outbound Line
Management > Auto-Attendant > Customized screen.
• The skills are the intermediaries between the AA submenu and the agents. Skills
are set up in the Configuration > ACD > Skill screen.
• The agents associated are the ultimate destination for incoming calls to the
system. Agents are set up in the Configuration > ACD > Agent screen.
Although the usage order is 1st Menu - Submenus - Skills - Agents, we have to
build our system in reverse order by starting with the ACD-based agents and skills
and then work our backwards toward the auto-attendant-based menus. This is
because the auto-attendant menus require the skills to already be defined when
setting them up as part of an automated menu system, while skills require agents
to be pre-defined as they are set up.
Table 9 Tutorial: Example Automated Menu Design
1ST MENU SUBMENUS SKILLS AGENTS
Language
Selection English Order Status Tom
Pam
Steven
Technical Support Steven
George
Accounts and Billing George
Spanish Estado del Pedido Eddie
Susan
Maria
Apoyo Técnico Maria
Alejandro
Cuentas y Facturación Alejandro