ZyXEL Communications IP PBX X6004 - Manual (Page 371)

X6004 User’s Guide
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H A P T E R
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ACD
24.1 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 X6004 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 218 ACD Example
For example, a call comes in and the X6004 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
X6004 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.