Create An Agent Identity - ZyXEL Communications ISG50-ISDN User Manual

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Table of Contents

Chapter 8 PBX Tutorials

In order to do this, he must map his connections:

Table 25 Tutorial: Example Automated Menu Design

• The first menu and the submenus both utilize an auto-attendant. Auto-attendants are set up in

the Configuration > PBX > Outbound Line Management > Auto-Attendant > Customized

screen. This portion of the tutorial is described in

• The skills are the intermediaries between the AA submenu and the agents. Skills are set up in the

Configuration > PBX > ACD > Skill screen. This portion of the tutorial is in

• The agents associated are the ultimate destination for incoming calls to the system. Agents are

set up in the Configuration > PBX > ACD > Agent screen. This portion of the tutorial can be

Section 8.10.2 on page

Although the usage order is 1st Menu - Submenus - Skills - Agents, we have to build our system in

reverse order by starting with the ACD-based agents and skills and then work our backwards

toward the auto-attendant-based menus. This is because the auto-attendant menus require the

skills to already be defined when setting them up as part of an automated menu system, while skills

require agents to be pre-defined as they are set up.

8.10.2 Create an Agent Identity

Now that you have more or less mapped out your automated menus and call routes, it's time to

actually start building them on the ISG50. The first thing we're going to do is create our agent

identities. This allows us to assign the agents immediately to skills as we create them in the next

To create an agent identity:

Order Status

Technical Support

Accounts and Billing

Estado del Pedido

Apoyo Técnico

Cuentas y Facturación

Section 8.10.4 on page

Section 8.10.3 on

ISG50 User's Guide