Setting Call Handling Options
15-22
AltiContact Manager Administration Manual
have higher priority than other huntgroup calls. Therefore, if an
agent belongs to multiple huntgroups, one of which has this
option enabled, a call to that huntgroup will be picked up
before others, regardless of its Wait Time in the queue.
•
Enable Single Call Handling for Agent
—select this check box to
enable single call handling for huntgroup agents.
Note:
If single call handling is
enabled
and the agent has one or more
calls on hold, ACM Admin will not distribute the call to this
agent. If single call handling is
disabled
, ACM Admin will
distribute calls to this agent even when one or more calls are
put on hold by this agent.
Group RNA Handling
You have several options for handling calls when a huntgroup agent's
extension is rung and there is no answer.
To enable call forwarding, select the
Enable Forward to
check box, then,
using the drop-down list, indicate the forwarding destination. You can use
Apply to…
to act on multiple extensions, with the restrictions discussed in
the previous section. The forwarding options are as follows:
•
To
Voice Mail
•
To
IVR
—select the IVR number to use in the drop-down list under the
option. IVR settings are established in
IVR…
in the
Call Center
Management
menu.
•
To an
Extension
—select an extension number in the drop-down list.
See “A 10-Hop Limit to Call Forwarding for Direct Calls” on page 15-
19.
•
To a
Group
—select a group from the drop-down list.
•
To an
Application
Extension
—select an application extension from
the drop-down list.
•
To an
Outside Number
—this option is available if it is allowed in the
Other Call Restrictions
option in the
Restriction
tab, as discussed in
“Setting Other Call Restrictions” on page 14-30. Also, see “Outcall to
Cellular or PCS Phone Numbers” on page 15-16.
If you choose
Outside Number
, select a trunk or route access code to
use in the small drop-down list on the left, and type in the full prefix
and phone number.
Summary of Contents for AltiContact Manager Version 5.0A
Page 38: ...xxxvi AltiContact Manager Administration Manual...
Page 148: ...Stopping the AltiGen Switching Service 4 12 AltiContact Manager Administration Manual...
Page 182: ...Feature Profiles 5 34 AltiContact Manager Administration Manual...
Page 216: ...Configuring the Triton T1 E1 PRI Board 6 34 AltiContact Manager Administration Manual...
Page 314: ...Agent Logout Reason Codes 12 8 AltiContact Manager Administration Manual...
Page 322: ...13 8 AltiContact Manager Administration Manual...
Page 388: ...Setting Queue Management Options 15 24 AltiContact Manager Administration Manual...
Page 442: ...20 4 AltiContact Manager Administration Manual...
Page 446: ...Application Extension Setup 21 4 AltiContact Manager Administration Manual...
Page 510: ...About AltiReach Configuration 26 36 AltiContact Manager Administration Manual...
Page 518: ...Changing TAPI Configuration Parameters 27 8 AltiContact Manager Administration Manual...
Page 526: ...DINA Manager 28 8 AltiContact Manager Administration Manual...
Page 546: ...Technical Training B 6 AltiContact Manager Administration Manual...
Page 558: ...G 12 AltiContact Manager Administration Manual...
Page 576: ...Index I 18 AltiContact Manager Administration Manual...