ZyXEL Communications IP PBX X6004 - Manual (Page 381)

Chapter 24 ACD
X6004 User’s Guide
381
Position
Report
Frequency
Enter the duration in seconds (up to 99999) that the X6004 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 X6004 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 X6004 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 X6004 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 X6004 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 X6004.
• 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 X6004 (or per ZyStack).
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 140 Skill > Skill Setting (continued)
LABEL DESCRIPTION