AMX SIP Communications Gateway CSG-500 - Manual (Page 45)

Telephone System Configuration
37 CSG SIP Communications Gateway Operation/Reference Guide
Agent Login Settings
The Agent Login Settings tab, accessible from the Manage Queues page, lets you specify the extensions for
agents to log into their queue, as well as callback login. Click Save to retain the agent login settings.
Voice Menus
A valuable feature of the CSG is the ability to create Interactive Voice Response (IVR) or voice menus. Voice
menus are designed to allow for more efficient call routing. The menus provide a caller with specific
instructions, receive responses from the caller, and process those responses into an action. Using IVR menus
for DTMF makes it easy for you to control your AMX system.
Each CSG ships with a default voice menu already created. To better understand the creation and operation of
these menus, this section examines the default menu.
Voice menus are constructed depending on your needs. Just like your business you need to create the solution
best suited to your customers. The best way to understand how a voice menu is constructed is to examine the
default “Welcome” menu provided with your CSG. Click Voice Menus - Welcome in the Voice Menus list.
The options for the welcome menu are displayed similar to the example shown in the above illustration. The
Welcome menu consists of the following steps:
 Answer the Call
 Wait ‘1’ Sec
 Play ‘thank-you-for-calling & Listen for KeyPress
 Play ‘if-u-know-ext-dial’ & Listen for KeyPress
 Play ‘otherwise’ & Listen for KeyPress
 Play ‘to-reach-operator’ & Listen for KeyPress
 Play ‘pls-hold-while-try’ & Listen for KeyPress
 WaitExten ‘6’ Sec
Agent Login Settings Options
Agent Login
Extension Use this field to specify the extension which all agents can dial to
log into the queue(s) associated with their extension.
Agent Callback
Login Extension Use this field to specify the extension which all agents can dial to
log into the queue(s) associated with their extension. This is the
same as Agent Login, but the agent does not have to remain on
the line.
Agent Logout To logout of Agent Login just hang up your phone. To logout of
Agent Callback Login, dial the same extension used to login,
specify your extension and password when prompted, and press
# when asked for your callback extension. This will successfully
log you out of all queues.
FIG. 28 Default Voice Menu