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Chapter 38 ACD
Each field is described in the following table.
Table 208 Add Skill
LABEL
Skill Setting
Number
Skill Name
Description
Skill Menu
Ring Strategy
No Login Action
No Available
Action
Timeout Action
Waiting Music
Max. Waiting
Calls
560
DESCRIPTION
Enter the number to be dialed that uses this skill. It can be any combination of
3~10 digits (0-9). No spaces, underscores, or hyphens are allowed.
When this screen is in Edit mode, this number cannot be changed.
Enter a name for this skill. It can be any combination of 1~32 alphanumeric
characters (a-z, A-Z, 0-9). No asterisks (*) or exclamation points (!) allowed.
Enter a description for this skill. It can be any combination of 0~64 alphanumeric
characters (a-z, A-Z, 0-9). No asterisks (*) or exclamation points (!) allowed.
Associate this skill with a skill menu. For more on skill menus, see
on page
564.
Select the method for the ISG50 to decide the ring order of extensions
associated with this skill.
•
Least Recent - This action rings the agent associated with this skill who was
least recently called.
•
Round Robin - This strategy takes turns ringing each available agent
associated with this skill.
•
Fewest Calls - This strategy rings the agents who have received the fewest
number of calls, in order, from lowest to highest.
•
Random - This strategy rings a random extension.
•
Ring All - This strategy rings all extensions at the same time until one
answers.
Fields:
•
No Logon Action - If all agents associated with a skill do not log in or log
off, then this item defines how the ISG50 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 ISG50 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 ISG50 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.
•
Page Group - This action forwards the call to the page group you specify.
See
Chapter 37 on page 549
•
Hunt Group - This action forwards the call to the hunt group you specify.
See
Section 38.5 on page 562
•
Auto Attendant - This action routes the call back to the auto attendant
system you specify.
•
Extension - This action routes the call to the specified extension.
•
Voice Mail - This action engages the extension owner's voice mail.
Play music or the ring tone while a caller waits for an agent to pick up. For more
on Music On Hold, see
Section 34.6 on page
Enter the maximum number of calls (up to 999) to be put on hold while calling
the agents associated with this skill.
for details on this feature.
for details on this feature.
539.
Section 38.6
ISG50 User's Guide
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Table of Contents
Troubleshooting
