Installation guide

QuadroM32x/8L/26x/12Li/26xi Manual II: Administrator's Guide Administrator’s Menus
QuadroM32x/8L/26x/12Li/26xi; (SW Version 5.3.x)
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Interactive Voice Response system
ACD IVR is a custom Auto Attendant (see
Attendant Extension Settings) configured on Quadro with VoXML script and voice prompts designed for
quizzing the customers, determining the set of required skills as described above and routing the call to the agent group having the maximum current
value of the composite skill grade for required set. Since the general skill set is configured by ACD administrator and is application specific (call
center specific), the VoXML script and voice prompts of IVR should be built taking into account the skill set configured by administrator.
ACD IVR is needed mainly in case if there are Agent Groups that are configured to do skills based call distribution between agents. In such
circumstances the IVR is quizzing the calling customer to determine the set of required skills and when handing over the call to ACD module it
passes the set of skills required by calling customer. Having that set the ACD module calculated the composite skill grade of each AG in the system
and sends the call to AG having the highest value of composite skill grade. The call in AG is handled according to call distribution type configured
with that AG.
For example, if the call distribution type of AG is “skills based” then AG will try to connect the call to the agent having the highest composite skill
grade and if it is not answered within timeout the AG will try to connect to the next agent with the highest grade, etc. If the call distribution type is
something else then AG will distribute the calls according to that distribution type don’t taking into account the skill grades of the agents.
In case if the call is received on agent group bypassing ACD’s IVR and the skills based call distribution is selected for that agent group, the agent
group will consider the full set of skills when making decision on which agent to make a call first. In other words, since there is no required set of
skills received from IVR, then the agent group will consider the full set of skills summing up all skill grades of agent.
To simplest way to build the VoXML script for IVR is using the text of the Epygi’s sample VoXML script modify that and customize for your
application. The IVR voice prompts should be recorded and uploaded as usual.
The ACD Management page consists of 3 sub-pages: Skills, Agents and Groups.
The Skills page contains a list of all available skills and
their descriptions. The skills defined in this page are then
used in the agent management (see above) to assign the
skill level to the agents.
Fig. II-140: ACD Management - Skills page
Add opens the Add Skill
page where a new skill may be
defined. The Add Skill page contains the Skill text field to
define the skill name and an optional Description field for
the description of the skill.
Fig. II-141: ACD Management - Add Skill page
The Agents page of ACD Management 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 (see
description above).
Add opens the Add Agent page where a new agent may
be created.
Fig. II-142: ACD Management page-Agents page
The Add Agent page contains the following components: