Chapter 23 ACD
X2002 User’s Guide
357
Position
Report
Frequency
Enter the duration in seconds (up to 99999) that the X2002 waits
before informing the caller on hold what their current position in the
queue is. This report occurs periodically and continues until either the
caller hangs up or the agent answers.
For example, if a caller is second in the queue then the X2002 may say,
“You are currently call number 2” every 60 seconds.
If you enter a “0” for this field, the option is disabled.
Periodic
Announce
Frequency
Enter the duration in seconds (up to 99999) that the X2002 waits
before playing a previously uploaded audio file. This announcement
occurs periodically and continues until either the caller hangs up or the
agent answers.
For example, a caller to the Acme Mail Order Company may hear,
“Thank you for calling us. A service representative will be with you
momentarily” every 240 seconds.
If you enter a “0” for this field, the option is disabled.
Announce
Periodic
Announce
Available fields:
•
Announce
- The X2002 plays this file first when the agent answers
the phone, then it connect his phone to the call. It can be used to
announce which skill the incoming caller requires, which is especially
useful when one agent is associated with multiple skills. For
example, if an agent is associated with the skills “English” and
“Spanish”, then the announce audio file played before receiving a
call sent to him by way of the English skill may say “This caller
speaks English.”
•
Periodic Announce
- The X2002 plays this file to a caller on hold
every X number of seconds and can be used to keep the caller
apprised of their status. For example, a caller may hear the following
every 30 seconds: “Thank you for your patience. Please continue
holding.”
Possible actions are:
• Click the
Browse
button to find an audio file on your computer that
you want to upload.
• Click the
Upload
button to upload the selected file to the X2002.
• Click the
Playback
button to listen to the audio file once it has been
uploaded.
• Click the
X
button to delete an uploaded audio file.
The audio files you upload must meet the following criteria:
• G.711 format voice file (*.wav), µ-law 8-bit mono mode.
• Size limit of a single announcement cannot exceed 1 MB.
• Size limit of all voice files is 10 Mb per X2002.
Create Time
This indicates when a skill was created. If you are creating a new skill,
then this field remains blank until you click the
Apply
button.
Skill Member
Table 134
Skill > Skill Setting (continued)
LABEL
DESCRIPTION
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...