Chapter 38 ACD
ISG50 User’s Guide
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1 Create at least 2 agent identities in the ACD system (Section 38.3 on page 556) to ultimately
receive incoming calls after they have been routed by the ISG50. You can click Configuration >
PBX > ACD > Agent to open this screen.
2 Define at least 1 skill in the ACD system (Section 38.4 on page 558). The rules defined here will
help the ISG50 properly route calls to the agent identities created in step 1. You can click
Configuration > PBX > ACD > Skill to open this screen.
3 Finally, link the skill with your auto-attendant by forwarding calls from it to the skill you created in
step 2 (Section 31.3.2 on page 509). You can click the Add or Edit icon in the Configuration >
PBX > Outbound Line Management > Auto-Attendant > Customized screen and then click
the Office Hour tab to open this screen.