ZyXEL Communications ISG50 User Manual

ISG50 User’s Guide

This chapter shows you how to configure Automatic Call Distribution (ACD). ACD utilizes Skill-Based 
Routing (SBR), which allows you to distribute incoming calls to specific groups of phones based on 
assigned skills.

When the ISG50 receives an incoming call, the auto-attendant presents the caller with a list of 
available skills and the key codes to access them. Each skill is linked to a specific group of agents. 
One agent from the group can be selected to answer the incoming call based the rules defined by 
the associated skill.

ACD Example

For example, a call comes in and the ISG50 prompts the caller with an auto-attendant greeting, 
asking him to choose which “skill” he requires: an English-speaking (1) or Spanish-speaking (2) 
representative. In this case, the auto-attendant’s message may say something to the effect of 
“Thank you for calling Acme Mail Order Company. Press 1 for English service, o selecciones el 
número 2 para Español.” Once the caller makes his selection, the call is routed to an agent 
according to the skill rule set. If the caller presses the 1 key for English then, the ISG50 routes the 
call to 1 of 3 available agents (A, B, and D) whose IDs appear in the English skill’s associated agent 
list and based upon their current availability.

• Use  the  ACD Global screen to set the global “wrap up” time for each extension in the ACD 

system. See 

• Use  the  Agent screen to manage the ACD agent identities. See 

• Use  the  Skill screen to manage the ACD skills. See 

• Use  the  Hunt Group screen to manage the hunt groups. See