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Setting Up Skill Based Routing
MaxACD Administrator Manual 165
Figure 18-10. Example: Skill-based Routing rules, Equal or Lower
The above configuration means:
1. When a caller with SKLR 1 is waiting in queue for 30 seconds, the caller's SKLR will
be
escalated to 2. Agents with skill levels 1 and 2 are able to handle the call.
2. If the caller stays in queue for more than 60 seconds, the caller's SKLR will be
escalated
to 3. Agents with skill levels 1, 2, and 3 are able to handle the call.
3. If the caller stays in queue for more than 90 seconds, the caller's SKLR will be
escalated to 9
because all other escalation wait times are set to 0 seconds. The call
will be distributed any idle agent in the workgroup.
Skill-Based Rule Example 2
Example 2: Coverage rule is Equal or Higher and Enable SKLR Escalation is checked.
- MaxACD Administrator 1
- Contents 3
- About This Manual 11
- Overview 13
- Chapter 1: Overview 14
- Auto Attendant (AA) Features 17
- Voice Mail Features 17
- Exchange Integration Features 18
- Administration Features 19
- Voice over IP Features 20
- Capacities 21
- System Requirements 23
- MaxACD Licenses 24
- Preparation for Installation 25
- Installing MaxACD 26
- Uninstalling MaxACD 28
- Logging In and Out 31
- Changing the Password 32
- Quick Access Toolbar 33
- The View Windows 34
- Trunk View Window 35
- Extension View Window 36
- Call Log View Window 36
- Workgroup View Window 37
- Setting the Refresh Interval 39
- Configuring the MaxACD System 41
- Setting General Parameters 42
- Setting a System Number Plan 45
- Routing Calls on Holidays 51
- To create a Holiday Profile 52
- Creating Account Codes 55
- Setting up Call Reports 56
- Country-Relevant Settings 58
- Setting Toll Call Prefixes 59
- Setting Emergency Numbers 59
- • Music on hold 60
- Media Server Management 63
- Setting Parameters 64
- HMCP Configuration Tool 66
- The settings: 67
- Voice Mail Configuration 69
- Creating Distribution Lists 72
- Defining a Distribution List 73
- Auto Attendant Configuration 75
- Adding Auto Attendants 76
- Configuring Menu Items 78
- Collecting Digits 80
- Phrase Management 82
- Multilingual Configuration 85
- To add a language: 87
- Configuring the Extension 89
- Which Language Will Be Used? 91
- Call Recording Configuration 93
- Configuring Call Recording 94
- Application Extension Setup 97
- Application Failover Plan 98
- Application Information 99
- Readying the Application 99
- MaxACD Administrator Manual 100
- Component Configuration 101
- • G.711 VPR — 1,000 104
- • G.711/G.723/G.729 VPR — 200 104
- Trunk Configuration 107
- MaxACD Administrator Manual 110
- SIP Tie Trunk Properties 111
- SIP Trunk Properties 112
- Configuring a SIP Trunk 113
- Creating a SIP Trunk Profile 114
- Incoming Call Routing 116
- Outgoing Call Blocking 117
- In Call Routing Configuration 119
- Configuring Caller ID Routing 120
- DNIS Routing 121
- Configuring DNIS Routing 123
- Configuring Out Call Routing 126
- Parameter Description 127
- Creating a Route 128
- Setting Default Routes 128
- Working on Dialing Patterns 129
- To delete a dialing pattern 130
- Extension Configuration 133
- Setting up Extensions 134
- Account Code 136
- IP Extension Configuration 136
- Lync Agent 136
- Setting Wrap-up Time 138
- Setting Inter Call Delay 138
- Setting Mailbox Options 139
- Disabling a Mailbox 140
- SMTP/POP3 Setting 141
- Mail Forwarding Options 141
- Press Zero Option 141
- Setting Mailbox Capacities 142
- Emergency Notification 144
- Setting Notification Timing 146
- Enabling Message Notification 147
- Setting Answering Options 148
- Forwarding All Calls 149
- Setting Up Monitor Lists 151
- To add members to the list 152
- To remove members 152
- Routing Unassigned Extensions 153
- • Only digits are allowed 154
- Deleting a Route 155
- Line Park Configuration 157
- Deleting a Line Park Group 160
- Workgroup Configuration 161
- Apply to Button 164
- Setting Up Workgroups 165
- Setting Call Restrictions 166
- Service Level Threshold 166
- Workgroup Recording Options 167
- Setting Business Hours 170
- Skill-Based Rule Example 1 174
- Skill-Based Rule Example 2 175
- Setting E-mail Options 177
- Voice Mail Access Option 179
- Setting Call Handling Options 181
- Handling Busy Calls 182
- Handling Unanswered Calls 183
- Announce Agent Info 185
- Queue Management - Basic 186
- Setting Queue Phrase Options 187
- Queue Announcement 187
- Expected Wait Time Sampling 188
- Queue Overflow Forwarding 188
- Quit Queue Option 188
- Queue Management - Advanced 189
- Announcement 190
- Menu Selection 191
- Queue Overflow 192
- Agent Logout Reason Codes 193
- Adding Transmitted CIDs 194
- Editing Transmitted CIDs 195
- Opening Enterprise Manager 198
- Configuration Buttons 200
- Setting VoIP Codec Profiles 201
- G.729 RTP Packet 203
- Length (ms) 203
- Defining the IP Dialing Table 205
- Configuring Departments 207
- To define a department 208
- Redundancy Configuration 209
- Switchover Considerations 210
- Requirements 211
- Configuring Redundancy 211
- General Maintenance 217
- Manually Switching Servers 218
- Rebooting Servers 218
- Redundancy Limitations 219
- System Report Management 221
- Using SNMP 223
- List of Traps Sent 225
- When You Install MaxACD 228
- Testing for Synchronization 231
- Troubleshooting Tips 232
- To gather trace files 233
- Tools and Applications 235
- Backing Up Files 236
- Scheduling Backups 237
- Restoring Backed up Files 237
- Checking Extension Security 239
- Trace Collector 241
- • System Configuration Data 242
- • Service Provider Log Dump 242
- • IP Phone Trace Dump 242
- • Stand-alone Gateway Trace 242
- Voice File Converter 243
- Read Config 244
- To use Configuration Reader 245
- Editing a .csv File 248
- AltiGen Custom Phrase Manager 249
- Creating New Phrases 250
- Playing a Phrase 251
- To Delete a Phrase 252
- To Re-record a Phrase 252
- Network Ports 253
- Technical Support 255
- Appendix B: Technical Support 256
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