Epygi QX200 Administrator's Guide

QX50/QX200/QX2000; (SW Version 6.0.x) 62
QX50/QX200/QX2000 Manual II: Administrator’s Guide
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- 87: 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- 88: 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- 89: ACD Management page-Agents page
The Add Agent page contains the following components:
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.

Epygi QX200 Specifications

General

Brand	Epygi
Model	QX200
Category	Network Hardware
Language	English