Chapter 3 Tutorials
X2002 User’s Guide
89
3.9 Creating an Automated Menu System
The Automatic Call Distribution (ACD) system allows you to set up automated
audio menus and the connections between them which will allow incoming phone
calls to be routed to the best available people to receive them. For example, if the
Acme Widget company sells its products in two different countries (the United
States and Mexico), then it would probably want to set up a customer service line
that can direct callers based on their language preference.
Before getting started, there are a few ACD-specific terms with which you should
familiarize yourself first:
•
Agent
- An agent is a callee, or the person who ultimately receives an incoming
call. Agents are grouped according to skills.
•
Skill
- A skill is a specific function that an agent performs. For example, in the
Acme Widget company’s customer support department, some of the agents are
fluent in English while others are fluent in Spanish. Both English and Spanish
are labled as skills for the purpose of routing calls through the ACD system.
•
Auto-Attendant (AA)
- The auto attendant is the crux of the automated menu
system. It functions as a kind of automated switch board operator. When
properly configured, the X2002 auto-attendant can be the foundation of any
automatic menu system, replete with custom the audio recordings which the
caller hears when first dialing in and keypad-responsive menus which guide
them to their intended recipients.
For a full description of all available ACD and Auto-Attendant features on the
X2002, see
, respectively.
3.9.1 Menu Design and Call Routing
First, you want to design your call center’s automated audio menu “map”. Start by
asking yourself a few key questions, such as: How are calls going to be routed
once a person dials the phone number assigned to the system? What is the first
level of menus the caller encounters? After the call makes his selection, then what
is the second level of menus? After the second level of menus, are calls then sent
to an agent?
For the Acme Widget company, the company manger decides he wants to divide
the menus up by languages first (English and Spanish), and then skills (Order
Status, Technical Support, and Operator) for each language, each of which
contains its own set of agents.
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...