Altigen AltiContact Manager Version 4.6, Administration Manual

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Workgroup Configuration
AltiContact Manager Administration Manual 15-23
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Queue Announcement
You can set up the system to announce a caller’s queue status—queue
position and average waiting time—when an incoming call enters a
workgroup queue. To enable this option, select Enable Announcement,
then select Queue Position and/or Average Waiting Time.
Note: If enabled, the system will prompt the current queue status when a
a new call enters the queue; also, average waiting time is not
announced for calls queued for less than 1 minute.
Queue Overflow Routing
The Queue Overflow Routing options are for handling long queues or long
wait times for callers. When a queue exceeds a set number of calls, or
callers are waiting beyond a set length of time, calls are automatically
forwarded to an IVR, voicemail box, extension, group, application
extension, or operator.
To set options for handling call overflow:
1. In the Queue Overflow Handling field group, set options for:
• Queue call not to exceed X calls - (set number of calls)
IMPORTANT!
If queue call is set to zero (0), queue overflow routing will always
be in effect.
• Expected waiting time longer than X minutes - (set minutes)
• Service level lower than X % - (set percent level)
You can set one, some or all of these.
Note:
The expected waiting time is calculated by
(AverageCallHandleTime x Posit 59) / 60
AverageCallHandleTime = TotalWorkgroupCallDuration x
1.05 / (TotalCall x TotalLoginAgent)
DefaultAverageCallHandleTime is configurable from 1 to 600
seconds.
StartCalculationCallCount is configurable from 1 to 100 calls.
2. Set a call forwarding destination if the queue length, wait time or
service level settings are exceeded. If this option is not enabled, calls
will go to the workgroup’s voicemail.