ZyXEL Communications IP PBX X6004 - Manual (Page 378)

Chapter 24 ACD
X6004 User’s Guide
378
24.4.1 The Skill Settings Screen
Use this screen to create or edit a skill.
A skill allows you to create rules for routing calls to a specific group of agents. You
can also manage how calls to those agents are handled in the event that one or
more of them is not logged on, or engaged in a conversation, and so on. Skills
work in tandem with the auto-attendant. When a call comes in, the auto-
attendant presents an automated menu system that guides the caller to a specific
skill and from there to an agent.
Click either the Add or Edit icons in the Skill List screen to display the options as
shown next.
Figure 223 Skill > Skill Setting