Altigen AltiContact Manager Version 5.0A, Administration Manual

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Setting Up Groups
14-18 AltiContact Manager Administration Manual
Setting Wrapup Time
In the Extension view, you can set the Wrapup Time for the selected
physical agent extension.
This option doesn’t appear for a virtual extension
or a non-agent extension . Wrapup time is a system delay before routing the
next call to the extension, and it gives the agent time to finish up with notes,
prepare for the next call, log out of the huntgroup, or hit the “Wait” button
in AltiView after putting a call on hold and going back onhook. You can
set a wrapup time of up to 29 minutes, 59 seconds.
To set the extension wrapup time:
1. Check the Allow Wrap Up Time box.
2. Using the drop-down lists, select the minutes and seconds for the
delay. Be sure to set at least enough time (for example, 5 seconds) to
allow an agent to hit the “Wait” button in AltiView after putting the
caller on hold and going onhook.
Setting Inter Call Delay
Like Wrapup time, Inter Call Delay can create time before the next call
comes in. It can be set for any extension.
If the system is delaying the next call to a user extension based on the
Wrapup Time setting, the Inter Call Delay setting is ignored.
However, if Wrapup Time does not apply—for example, if it is de-
selected—then Inter Call Delay acts as follows:
• If the extension user hangs up and there are callers waiting in an
extension or huntgroup queue, the ring is delayed for the number of
seconds specified in the Inter Call Delay setting.
• If the extension user hangs up, there is no one waiting in a queue and
a call comes in within the Inter Call Delay period, the call is put
through immediately; the Inter Call Delay period is ignored.
To set the extension Inter Call Delay time:
1. Check the Inter Call Delay box.
2. Using the drop-down lists, select the seconds for the delay. The default
is 15 seconds.