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X2002 User’s Guide
347
C
H A P T E R
2 3
ACD
23.1 Overview
This chapter shows you how to configure Automatic Call Distribution (ACD). ACD
utilizes Skill-Based Routing (SBR), which allows you to distribute incoming calls to
specific groups of phones based on assigned skills.
When the X2002 receives an incoming call, the auto-attendant presents the caller
with a list of available skills and the key codes to access them. Each skill is linked
to a specific group of agents. One agent from the group can be selected to answer
the incoming call based the rules defined by the associated skill.
Figure 210
ACD Example
For example, a call comes in and the X2002 prompts the caller with an auto-
attendant greeting, asking him to choose which “skill” he requires: an English-
speaking (
1
) or Spanish-speaking (
2
) representative. In this case, the auto-
attendant’s message may say something to the effect of “Thank you for calling
Acme Mail Order Company. Press 1 for English service, o selecciones el número 2
para Español.” Once the caller makes his selection, the call is routed to an agent
according to the skill rule set. If the caller presses the 1 key for English then, the
X2002 routes the call to 1 of 3 available agents (
A
,
B
, and
D
) whose IDs appear in
the English skill’s associated agent list and based upon their current availability.
Summary of Contents for X2002
Page 2: ......
Page 24: ...Table of Contents X2002 User s Guide 24...
Page 25: ...25 PART I User s Guide...
Page 26: ...26...
Page 40: ...Chapter 2 How It Works X2002 User s Guide 40...
Page 99: ...99 PART II Technical Reference...
Page 100: ...100...
Page 124: ...Chapter 5 Network Deployment X2002 User s Guide 124...
Page 166: ...Chapter 7 Auto Provision X2002 User s Guide 166...
Page 170: ...Chapter 8 QoS X2002 User s Guide 170...
Page 248: ...Chapter 16 Click To Talk Group X2002 User s Guide 248...
Page 252: ...Chapter 17 Group Access Code X2002 User s Guide 252...
Page 304: ...Chapter 19 Auto Attendant X2002 User s Guide 304...
Page 312: ...Chapter 20 LCR X2002 User s Guide 312...
Page 346: ...Chapter 22 Call Services X2002 User s Guide 346...
Page 380: ...Chapter 25 Status Observation X2002 User s Guide 380...
Page 402: ...Chapter 27 Call Detail Record CDR X2002 User s Guide 402...
Page 410: ...Chapter 28 ACD Logs X2002 User s Guide 410...
Page 416: ...Chapter 29 Administrator Accounts X2002 User s Guide 416...
Page 424: ...Chapter 30 Diagnostics X2002 User s Guide 424...
Page 426: ...Chapter 31 X2002 User s Guide 426...
Page 446: ...Chapter 32 Remote Management X2002 User s Guide 446...
Page 448: ...Chapter 33 TFTP Management X2002 User s Guide 448...
Page 462: ...Chapter 35 License Control X2002 User s Guide 462...
Page 482: ...Chapter 36 Web Portal X2002 User s Guide 482...
Page 508: ...Chapter 39 Product Specifications X2002 User s Guide 508...
Page 548: ...Appendix C Legal Information X2002 User s Guide 548...
Page 562: ...Index X2002 User s Guide 562...