ZyXEL Communications X2002, User Manual

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Chapter 1 Introduction
X2002 User’s Guide
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1.1.3 Scalable Design
The X2002 can be used stand alone to provide intercom (calling by extension) and
VoIP features in a small business environment. The X2002’s capability can be
expanded by:
• A - Adding DSP (Digital Signal Processing) modules in the device’s bottom to
handle more concurrent telephone connections. DSP modules are chips which
convert analog information into digital data and vice versa.
• B - Adding a hard disk to store a greater volume of voice messages and call
records.
• C - Connecting several X2002s together to manage a larger telephone network.
Figure 3 Scalable Design
1.1.4 Automatic Call Distribution
Automatic Call Distribution (ACD) allows you to distribute incoming calls to specific
groups of phones connected to your telephone network. Distributed calls can then
be sent to individual people based on assigned skill sets. This is known as Skill-
Based Routing (SBR). When the X2002 receives an incoming call, it categorizes
the call by “skill”. Next, it assigns the call to the one of the agents associated with
that skill. Skills are defined by the X2002 administrator and consititute a set of
rules that work in tandem with the auto-attendant to assign incoming calls to
groups of agents.
1.1.5 Click-To-Talk
The Click-To-Talk (CTT) feature allows you to create an HTML link that you can
embed on a Web page; a person visiting that web page can click it to connect
directly to a phone on the other end. This Web-based communication uses the SIP
voice protocol, with an Adobe Flash-based client on one side, an IP phone on the
other, and the managing X2002 in the middle.
C
B
A
ITSP