Skills routing and ACD

Wikipedia describes an automatic call distributor as a telephony device that answers and distributes incoming calls to a group of terminals or agents. It says the route can depend

The same chapter says users can be assigned to multiple skill groups, and campaigns can have multiple skill groups. Membership is not a single label for life.

The chapter splits the tabs. Outbound campaigns route dialer calls by the skill groups on the Skills tab of the campaign properties. Inbound and autodial campaigns route to the ski

The chapter says you can add, modify, and remove skill groups. It also says you can send a message to all the agents in a skill group.

The skill groups table of contents that opened lists Managing Skill Group Service Levels, Routing Voicemail Messages to Skill Groups, Managing Skill Voicemail Messages, Managing Sk

The skill groups chapter says that adding skill groups to campaigns is covered in Configuring Skills in the Campaign Administrator's Guide. It does not paste that guide into the ch

A routing note can be finished with the pages that opened. Say that a skill group is agent or supervisor users on a campaign queue. Say whether the user and the campaign have one g