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Chapter 3 Tutorials
has received the fewest number of incoming calls since logging in should always
be the first to answer the next incoming call. He therefore sets the Ring Strategy
option to Fewest Calls. For more information about this option, see
23.4.1 on page
No Login Action: This option determines how the X2002 handles incoming calls
to the agents associated with this skill when none of them have logged on yet. The
company manager decides to let voice mail pick up missed calls when neither of
the agents logs in, and enters the actual telephone extension for Pam.
No Available Action: This is similar to the previous option, but tells the X2002
how to handle incoming calls to the agents associated with this skill when they are
all already engaged in conversation. The company manager knows that not every
agent in every skill will be occupied all of the time, and so he chooses Backup
Skill as the setting for this field. However, until he creates additional skills he will
not be able to choose which backup skill takes over in the event all agents
associated with this one are busy.
Timeout Action: This is similar to the preceeding two options, determining how
the X2002 handles incoming calls when an agent does not answer or pick up after
a certain amount of time.
Max Waiting Calls: Enter the maximum number of calls that will be allowed to
queue up if the agents are already engaged in conversation. The company
manager chooses to let the default of 64 calls remain as it is. In a small office
environment, it seems unlikely that they will have an issue with a call backlog.
Priority/Member: This is where you select the agents whom you want to link to
this skill. The Priority determines which people receive calls first (followed by
Ring Strategy); if two people are set for priority 1 and the third set for priority 2,
then the calls are first directed to the priority 1 agents. Only when both of those
agents are unavailable do calls get directed to priority 2 agents. In this example,
the company manager assigns priority 1 to Tom and Pam and priority 2 to Steven,
because Steven also fields call for Technical Support. This way, he won't receive as
many calls for Order Status as the other two, giving him more time to field calls
for his primary skill.
Click Apply when you are done.
3
Note: After you create a number of skills, you may want to edit them again to update
the No Logon Action, No Available Action and Timeout Action fields if they
use the Backup Skill setting.
94
354.
Section
X2002 User's Guide
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