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Chapter 38 ACD
ISG50 User’s Guide
561
Waiting Timeout Enter the duration in seconds (up to 99999) that the call to the agents
associated with the skill rings before timing out.
Once a call times out, the action defined in Timeout Action applies. This
timeout only applies to calls in the queue that have not yet been routed to a
particular agent.
Ring Member
Timeout
Enter the duration in seconds (up to 99999) that a call to a specific agent
associated with this skill rings before timing out.
Once a call times out, it is routed to a different agent.
Position Report
Frequency
Enter the duration in seconds (up to 99999) that the ISG50 waits before
informing the caller on hold what their current position in the queue is. This
report occurs periodically and continues until either the caller hangs up or the
agent answers.
For example, if a caller is second in the queue then the ISG50 may say, “You are
currently call number 2” every 60 seconds.
If you enter a “0” for this field, the option is disabled.
Periodic
Announce
Frequency
Enter the duration in seconds (up to 99999) that the ISG50 waits before playing
a previously uploaded audio file. This announcement occurs periodically and
continues until either the caller hangs up or the agent answers.
For example, a caller to the Acme Mail Order Company may hear, “Thank you for
calling us. A service representative will be with you momentarily” every 240
seconds.
If you enter a “0” for this field, the option is disabled.
Agent Logon
Announce
Settings
Upload Periodic
Announce
Settings
Fields:
• Announce - The ISG50 plays this file first when the agent answers the phone,
then it connect his phone to the call. It can be used to announce which skill
the incoming caller requires, which is especially useful when one agent is
associated with multiple skills. For example, if an agent is associated with the
skills “English” and “Spanish”, then the announce audio file played before
receiving a call sent to him by way of the English skill may say “This caller
speaks English.”
• Periodic Announce - The ISG50 plays this file to a caller on hold every X
number of seconds and can be used to keep the caller apprised of their
status. For example, a caller may hear the following every 30 seconds:
“Thank you for your patience. Please continue holding.”
Possible actions are:
•Click the Browse button to find an audio file on your computer that you want
to upload.
•Click the Upload button to upload the selected file to the ISG50.
•Click the Playback button to listen to the audio file once it has been
uploaded.
•Click the Remove button to delete an uploaded audio file.
The audio files you upload must meet the following criteria:
• PCM format, 16 kHz, 16-bit, mono mode (*.wav).
• The play time of each audio file must be less than 30 seconds.
Skill Member
Add Click this to create a new entry.
Edit Double-click an entry or select it and click Edit to open a screen where you can
modify it.
Remove To remove an entry, select it and click Remove. The ISG50 confirms you want to
remove it before doing so.
# This field is a sequential value, and it is not associated with a specific entry.
Table 208 Add Skill (continued)
LABEL DESCRIPTION