What You Can Do In This Chapter; What You Need To Know - ZyXEL Communications X6004 User Manual

Chapter 24 ACD

24.1.1 What You Can Do in this Chapter

• Use the ACD Global screen to set the global "wrap up" time for each extension
in the ACD system. See
• Use the Agent screen to manage the ACD agent identities. See
page 369.
• Use the Skill screen to manage the ACD skills. See
• Use the Skill Menu screen to create menus that a caller can use while in the
queue waiting for an agent to respond. See

24.1.2 What You Need to Know

The following terms and concepts may help you as you read through the chapter.
Agent
An agent is a member of an Automated Call Distribution system who receives
incoming calls. Agents are usually classified according to "skills". For example, a
customer support representative in an automotive parts company may be
classified as a member of the "Brakes and Tires" skill. As such, the X6004 auto
attendant would only route calls to him related to those two topics.
Agent Feature Code
The agent-specific feature code is: ***03. This allows an agent to get a login
prompt and log into the X6004 to notify the device that his extension is a member
of the Automated Call Distribution system. This code is also used to log out.
When logged in as an agent, you can put your phone on "pause" status so it
temporarily cannot receive incoming calls from the X6004. To do so, type: ***04.
Type it a second time to un-pause your phone.
Note: This feature code cannot be modified. For more information on feature codes
and how to use them, see
Skill
In the context of ACD, a skill is a set of rules that bridge the auto-attendant on
one side and the agents on the other. The rules tell the X6004 exactly how to
route calls to specific agents based on the input it receives from the caller
interacting with the auto-attendant.
366
Section 24.2 on page
Section 24.5 on page
Section 6.8 on page
368.
Section 24.3 on
Section 24.4 on page
377.
141.
X6004 User's Guide
371.