ACD Agent Management Help

Attention: The Automatic Call Distribution (ACD) is an optional feature and can be activated with a feature key from the Features page.

The ACD Agent Management page consists of the two subpages: Agent Management and Skill Management.

The Agent Management page contains a list of agents and the skill set corresponding to each agent. Every agent is characterized by an Agent ID which should be unique in the system. Agent IDs and passwords are used by the agents for logging into Agents Group.

The Agents Management offers the following operations:

• Add opens the Add Entry page where a new agent may be created. The Add Entry page contains the following components:
  • ACD Agent ID requires the number of the agent. Digits are only accepted for this field. The Agent ID should be unique in the system.
  • Password requires a password of the agent. The agent password may only contain digits. If non-numeric symbols are entered, the "Incorrect Password: no symbol characters allowed" error will prevent creating the agent.
  • Confirm Password requires a password confirmation. If the input is not corresponding to the one in the Password field, the "Incorrect Password confirm" error will appear.
  • Description requires an optional description of the agent.
  • Call Type lists the available call types:
    PBX - extensions on the QX200
    SIP - calls through a SIP server
    PSTN - calls to a global telephone network
    Auto - used for undefined call types. The destination (independent on whether it is a PBX number, a SIP address or a PSTN number) will be reached through the Call Routing Table.
  • The Calling Address text field is used to define the address by which the agent can be contacted. The value in this field is strictly dependent on the Call Type defined in the same named drop down list.
    If the PBX call type is selected, the Calling Address field should contain the extension number on QX200 and the corresponding agent can be reached by calling on extension number located on the same QX200. However, it doesn't necessarily mean that the agent shall be located at that QX200 - if the extension is remote extension then agent's location might be far from QX200.
    For the SIP call type, the Calling Address field should contain the SIP address and the corresponding agent can be reached by calling on SIP address. The agent with that kind of termination number might be located either at the same QX200 or anywhere else in the SIP network. The SIP-Clipboard button at the end of the line can be used only when SIP is selected in the Call Type drop down list. It opens a small window where one of the previously entered 10 SIP addresses can be automatically selected again. If the address already exists in the table, selecting Save will cause the error "Caller address already exists". Wildcard is allowed in this field.
    For the PSTN call type, the Calling Addresss field should contain the PSTN number and the corresponding agent can be reached by calling on PSTN number via some PSTN interface on QX200 (E1/T1, ISDN or FXO). The agent with that kind of termination number is located in the PSTN network, fixed or cellular.
    For the Auto call type, the Calling Address field should contain the phone number routable through Call Routing Table on QX200. The agent with that kind of termination number might be positioned in any of the above mentioned locations.
• Edit opens the Edit Entry page where the agent settings may be modified. This page includes the same components as the Add Entry page does.
• Delete removes the selected entries.
• Select all checks all entries, e.g. in order to be deleted.
• Inverse Selection reverses the selection (if no records are selected, Inverse Selection button checks all records).

Pressing on the Skill Value column of the Agent Management table will lead you to the Agent - Skill Levels page where the skill levels for the corresponding agent should be configured.

The Agent - Skill Levels page consists as many drop down lists as Skills created in the Skills page. For each available Skill you should select the skill level (from 0 to 10, with 0 meaning the absence of that specific skill and 10 meaning the highest level) matching to the corresponding agent.

The Skill Management page contains a list of all available skills and their descriptions. The skills defined in this page are then used in the Agent Management to assign the skill level to the agents. The Skill Management offers the following operations:

• Add opens the Add Entry page where a new skill may be defined. The Add Entry page contains the Skill text field to define the skill name and an optional Description field for the description of the skill.
• Edit opens the Edit Entry page where the agent settings may be modified. This page includes the same components as the Add Entry page does.
• Delete removes the selected entries.
• Select all checks all entries, e.g. in order to be deleted.
• Inverse Selection reverses the selection (if no records are selected, Inverse Selection button checks all records).