Altigen AltiContact Manager Version 4.6, Administration Manual

Page: 372 / 576

Setting Call Handling Options
15-20 AltiContact Manager Administration Manual
• Ring Average Longest Idle Member—the agent who averages being
off the phone the longest.
Note: Average Longest Idle is calculated as follows:
idle time = login duration - incoming call duration - outgoing call
duration
login time = total length of time of agent login for the day, reset by
midnight task
Important: Please note the following issue that may arise from using this
option.
When an agent is added to a workgroup and logs in, the agent’s login time
starts from 0, while other agents (already logged in) have a login time
starting many hours earlier. With Ring Average Longest Idle Member
enabled, the new agent will not receive a call for a long time.
• Ring Fewest Answered Calls—the agent who has answered the
fewest number of calls.
• Ring Shortest Average Talk Time—the agent who averages the
shortest talk time.
Note: Average talk time is calculated as follows:
avg. talk time (ATT) = total incoming call duration / # of incoming
calls
The agent calculated with the lowest value for ATT is rung first.
• Skill-Based Routing—the agent who has the lowest skill number
assigned (defined in “Skill Setting Assignment” on page 15-8). By
default, the newly added member will have the Skill Level set to 1.
Group RNA (Ring No Answer) Handling
You have several options for handling calls when a workgroup agent's
extension is rung and there is no answer.
Note:
If an incoming call encounters RNA for every agent in the
workgroup AND No Answer Call Handling is set to “Forward to
Next Member”, the call will be forwarded according to these
settings. If you do not set options here, the call will go to the
workgroup’s voice mail after ringing all agents.