ZyXEL ISG50-PSTN User Guide - Page 174

Chapter 8 PBX Tutorials In order to do this, he must map his connections: Table 25 Tutorial: Example Automated Menu Design 1ST MENU SUBMENUS SKILLS Language Selection English Order Status Spanish Technical Support Accounts and Billing Estado del Pedido Apoyo Técnico Cuentas y Facturación AGENTS Tom Pam Steven Steven George George Eddie Susan Maria Maria Alejandro Alejandro • The first menu and the submenus both utilize an auto-attendant. Auto-attendants are set up in the Configuration > PBX > Outbound Line Management > Auto-Attendant > Customized screen. This portion of the tutorial is described in Section 8.10.4 on page 178. • The skills are the intermediaries between the AA submenu and the agents. Skills are set up in the Configuration > PBX > ACD > Skill screen. This portion of the tutorial is in Section 8.10.3 on page 175. • The agents associated are the ultimate destination for incoming calls to the system. Agents are set up in the Configuration > PBX > ACD > Agent screen. This portion of the tutorial can be found in Section 8.10.2 on page 174. Although the usage order is 1st Menu - Submenus - Skills - Agents, we have to build our system in reverse order by starting with the ACD-based agents and skills and then work our backwards toward the auto-attendant-based menus. This is because the auto-attendant menus require the skills to already be defined when setting them up as part of an automated menu system, while skills require agents to be pre-defined as they are set up. 8.10.2 Create an Agent Identity Now that you have more or less mapped out your automated menus and call routes, it's time to actually start building them on the ISG50. The first thing we're going to do is create our agent identities. This allows us to assign the agents immediately to skills as we create them in the next section. To create an agent identity: 174 ISG50 User's Guide