ZyXEL Communications X2002, User Manual

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Chapter 3 Tutorials
X2002 User’s Guide
91
3.9.2 Create an Agent Identity
Now that you have more or less mapped out your automated menus and call
routes, it’s time to actually start building them on the X2002. The first thing we’re
going to do is create our agent identities. This allows us to assign the agents
immediately to skills as we create them in the next section.
To create an agent identity:
1
Log into the X2002, then go to the Configuration > ACD > Agent screen.
2
For each of your agents, click the Add button to open the Agent Settings screen,
and configure the following items:
Agent ID : Enter between 3 and 20 digits to serve as the agent’s identification
number. This number has no relation to any other number or account ID in other
features on the X2002, but it is required for the agent to log into the ACD system
from his telephone.
Password : Enter between 1 and 32 digits for the agent’s password. As with the
Agent ID, this is required to log into the ACD system from an agent’s telephone.
Agent Name : Enter between 1 and 32 alphanumeric characters here that will be
associated with the skills and skill menus in subsequent sections. While you can
use an agent’s real name, it is certainly not necessary. In fact, if multiple people
log in on the same agent ID, it is recommended you use a more neutral name to
identify them (such as ‘Accounting’ for a team as opposed to ‘Julia’, who happens
to be one accountant on the team).