ZyXEL Communications X6004 User Manual page 374

Chapter 24 ACD
Table 143 Skill > Skill Setting (continued)
LABEL
No Logon
Action
No Available
Action
Timeout
Action
Waiting
Music
Max. Waiting
Calls
Waiting
Timeout
Ring Agent
Timeout
Service
Level
374
DESCRIPTION
Available fields:
• No Logon Action - If all agents associated with a skill do not log in
or log off, then this item defines how the X6004 responds when calls
are sent to them.
• No Available Action - If no agent associated with this skill is
available to take a call, then this item defines how the X6004
responds when calls are sent to that agent.
• Timeout Action - If a call to an agent associated with this skill
times out, then this item defines how the X6004 responds when calls
are sent to that agent.
Possible actions are:
• Join - This action puts the call back in the queue for other
extensions within this skill. (No Available Action only.)
• No Timeout - This action keeps the caller on the line indefinitely
while the extension is rung. (Timeout Action only.)
• Hang Up - This action disconnects the call.
• Backup Skill - This action sends the call to the next skill if one is
associated with this one. When you select this option and you have
already configured more than 1 skill, a submenu with all available
skill appears.
• Auto Attendant - This action routes the call back to the auto
attendant system that first greeted the caller.
• Extension - This action forwards the call to the specified extension.
When you select this option, a field allowing you to input a
destination extension appears to the right of it.
• Voice Mail - This action engages the extension owner's voice mail.
Select the music to play while a caller waits for an agent to pick up. For
more on Music On Hold, see
Enter the maximum number of calls (up to 999) to be put on hold while
calling the agents associated with this skill.
Enter the duration in seconds (up to 99999) that the call to the agents
associated with the skill rings before timing out.
Once a call times out, the action defined in Timeout Action applies.
This timeout only applies to calls in the queue that have not yet been
routed to a particular agent.
Enter the duration in seconds (up to 99999) that a call to a specific
agent associated with this skill rings before timing out.
Once a call times out, it is routed to a different agent.
Enter the duration in seconds (up to 99999) in which the agent
associated with this skill has to pick up for it to be considered 'good
service'. You can view skill-related service reports in Monitor > Status
Observation > ACD Queue. See
Section 22.4 on page 333.
Chapter 26 on page 385 for details.
X6004 User's Guide