ZyXEL ISG50-PSTN User Guide - Page 561

Chapter 38 ACD Table 208 Add Skill (continued) LABEL Waiting Timeout DESCRIPTION Enter the duration in seconds (up to 99999) that the call to the agents associated with the skill rings before timing out. Ring Member Timeout Once a call times out, the action defined in Timeout Action applies. This timeout only applies to calls in the queue that have not yet been routed to a particular agent. Enter the duration in seconds (up to 99999) that a call to a specific agent associated with this skill rings before timing out. Position Report Frequency Once a call times out, it is routed to a different agent. Enter the duration in seconds (up to 99999) that the ISG50 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 ISG50 may say, "You are currently call number 2" every 60 seconds. Periodic Announce Frequency If you enter a "0" for this field, the option is disabled. Enter the duration in seconds (up to 99999) that the ISG50 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. Agent Logon Announce Settings Upload Periodic Announce Settings If you enter a "0" for this field, the option is disabled. Fields: • Announce - The ISG50 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 ISG50 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 ISG50. • Click the Playback button to listen to the audio file once it has been uploaded. • Click the Remove button to delete an uploaded audio file. The audio files you upload must meet the following criteria: Skill Member Add Edit Remove # • PCM format, 16 kHz, 16-bit, mono mode (*.wav). • The play time of each audio file must be less than 30 seconds. Click this to create a new entry. Double-click an entry or select it and click Edit to open a screen where you can modify it. To remove an entry, select it and click Remove. The ISG50 confirms you want to remove it before doing so. This field is a sequential value, and it is not associated with a specific entry. ISG50 User's Guide 561