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If you cannot solve the problem, contact customer support and send this file.
You may be asked to provide another file containing more real-time system information. Select
Maintenance > Diagnostics > Collect and click Collect Now. Wait several seconds, then use the
Files tab to save the file to your computer.
8.10 Creating an Automated Menu System
The Automatic Call Distribution (ACD) system allows you to set up automated audio menus and the
connections between them which will allow incoming phone calls to be routed to the best available
people to receive them. For example, if the Acme Widget company sells its products in two different
countries (the United States and Mexico), then it would probably want to set up a customer service
line that can direct callers based on their language preference.
Before getting started, there are a few ACD-specific terms with which you should familiarize
yourself first:
• Agent - An agent is a callee, or the person who ultimately receives an incoming call. Agents are
grouped according to skills.
• Skill - A skill is a specific function that an agent performs. For example, in the Acme Widget
company's customer support department, some of the agents are fluent in English while others
are fluent in Spanish. Both English and Spanish are labeled as skills for the purpose of routing
calls through the ACD system.
• Auto-Attendant (AA) - The auto attendant is the crux of the automated menu system. It
functions as a kind of automated switch board operator. When properly configured, the ISG50
auto-attendant can be the foundation of any automatic menu system, replete with custom the
audio recordings which the caller hears when first dialing in and keypad-responsive menus which
guide them to their intended recipients.
For a full description of all available ACD and Auto-Attendant features on the ISG50, see
on page 553
8.10.1 Menu Design and Call Routing
First, you want to design your call center's automated audio menu "map". Start by asking yourself a
few key questions, such as: How are calls going to be routed once a person dials the phone number
assigned to the system? What is the first level of menus the caller encounters? After the call makes
his selection, then what is the second level of menus? After the second level of menus, are calls
then sent to an agent?
For the Acme Widget company, the company manger decides he wants to divide the menus up by
languages first (English and Spanish), and then skills (Order Status, Technical Support, and
Operator) for each language, each of which contains its own set of agents.
ISG50 User's Guide
and
Chapter 31 on page
503, respectively.
Chapter 8 PBX Tutorials
Chapter 38
173
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