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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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 Quadro
• 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.
Fig. II-143: ACD Management - Add Agent page
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 Quadro and the corresponding agent can be
reached by calling on extension number located on the same Quadro. However, it doesn’t necessarily mean that the agent shall be located at that
Quadro – if the extension is remote extension then agent’s location might be far from Quadro.
For the SIP call type, the Calling Address field should contain the SIP address (see chapter
Entering a SIP Addresses correctly) 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
Quadro or anywhere else in the SIP network.
For the PSTN call type, the Calling Address field should contain the PSTN number and the corresponding agent can be reached by calling on
PSTN number via some PSTN interface on Quadro (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 Quadro. The agent with
that kind of termination number might be positioned in any of the above mentioned locations.
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 (see below). 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.
Fig. II-144: ACD Management – Agent Skills page
The Groups page of ACD Management contains a list of
ACD Group type extensions filtered from the Extensions
Management table. This page allows you to configure the
ACD Group specific parameters, i.e. a collection of agents
included to the group, call queue and the call distribution
mechanism. Any new ACD Group created in this page will
automatically be displayed in the
Extensions Management
table.
Fig. II-145: ACD Group Management page