The Skill Menu Screen - ZyXEL Communications X6004 User Manual

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24.5 The Skill Menu Screen

This screen allows you to create menus that a caller can use while in the queue

waiting for an agent to respond. Skill menus are self-contained auto-attendants

limited to the ACD system.

For example, if a caller enters the queue for the "English" skill but an English-

speaking sales representative hasn't yet picked up, he will periodically hear "Press

0 to exit. Press 3 for a Spanish-speaking representative. Press 4 for a French-

speaking representive. Press 5 for a Russian-speaking representative."

The Periodic Announce settings for a skill menu can be configured in the Skill

Settings screen. See

Click Configuration > ACD > Skill Menu to open this screen.

Figure 228 ACD > Skill Menu

Each field is described in the following table.

Table 144 ACD > Skill Menu

X6004 User's Guide

Section 24.4.1 on page 372

This indicates the name for this skill menu.

This indicates the description for this skill menu.

Click this to remove any selected entries from the list.

Check a box in an entry row to flag it for deletion.

Click this to add a new skill menu to the list.

Click this to modify an existing skill menu's information.

Chapter 24 ACD

for more details.