Chapter 38 ACD
ISG50 User’s Guide
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38.4.1 The Add/Edit Skill Screen
Use this screen to create or edit a skill. A skill allows you to create rules for routing calls to a
specific group of agents. You can also manage how calls to those agents are handled in the event
that one or more of them is not logged on, or engaged in a conversation, and so on. Skills work in
tandem with the auto-attendant. When a call comes in, the auto-attendant presents an automated
menu system that guides the caller to a specific skill and from there to an agent.
Click Add or Edit in the Skill screen to display this screen.
Figure 375 Add Skill