Altigen AltiContact Manager Version 4.6, Administration Manual

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Workgroup Configuration
The primary use of a workgroup is to have specific calls answered by a
designated group of extension users—when the workgroup extension is
dialed, the system hunts for an available member extension to which to
route the call. You can use workgroups for various purposes, for example,
in selecting a workgroup as a System Operator.
AltiContact Manager allows up to 32 workgroups to be configured. Each
workgroup can have up to 128 members or extensions, and an extension
can be a member of multiple workgroups.
Note: If the workgroup pilot extension is configured to Ring All
Available Members, the maximum number of members is 20. See
“Setting Call Handling Options” for details.
There are two main configuration steps to setting up a workgroup:
The first step is use Workgroup Configuration setup windows to create a
workgroup and configure the following workgroup settings, each of which
is accessed by a tab in the Agent Configuration window:
• General Configuration—creating workgroup pilot numbers, group
descriptions, service level threshold and call recording options.
• Skill Settings—defining workgroup skills.
• Mail Management—capacity and features options for extension
mailboxes.
• Notification—preferences and options for voice mail notifications.
• Call Handling—call forwarding, call waiting, and call handling
preferences and options.
• Queue Management—queue phrases, overflow routing, queue
announcements and queue quit option.