What You Need To Know - ZyXEL Communications ISG50-ISDN User Manual

Chapter 38 ACD
• Use the Skill Menu screen to create menus that a caller can use while in the queue waiting for
an agent to respond. See

38.1.2 What You Need to Know

The following terms and concepts may help you as you read through the chapter.
Agent
An agent is a member of an Automated Call Distribution system who receives incoming calls.
Agents are usually classified according to "skills". For example, a customer support representative
in an automotive parts company may be classified as a member of the "Brakes and Tires" skill. As
such, the ISG50 auto attendant would only route calls to him related to those two topics.
Agent Feature Code
The agent-specific feature code is: ***03. This allows an agent to get a login prompt and log into
the ISG50 to notify the device that his extension is a member of the Automated Call Distribution
system. This code is also used to log out.
When logged in as an agent, you can put your phone on "pause" status so it temporarily cannot
receive incoming calls from the ISG50. To do so, type: ***04. Type it a second time to un-pause
your phone.
Note: This feature code cannot be modified. For more information on feature codes and
how to use them, see
Skill
In the context of ACD, a skill is a set of rules that bridge the auto-attendant on one side and the
agents on the other. The rules tell the ISG50 exactly how to route calls to specific agents based on
the input it receives from the caller interacting with the auto-attendant.
Hunt Group
Allows a caller to simply dial a number to reach a group of extensions. The extensions ring based on
a ringing method you configure. For example, all extensions can ring at the same time until the call
is picked up or extensions in the group ring in a random order until the call is picked up.
Auto Attendant
The ISG50's auto attendant feature is an integral part of the ACD system. When a caller first dials
in, the auto-attendant receives the call. The auto attendant then passes the call to the ACD system.
See Chapter 30 on page 477
To link the ACD system with the auto-attendant feature:
554
Section 38.6 on page 564.
Section 27.3 on page
for how to configure auto attendants.
433.
ISG50 User's Guide