Altigen AltiContact Manager Version 5.0A, Administration Manual

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Workgroup Configuration
AltiContact Manager Administration Manual 16-7
16
. Workg
roup
Co
nfigur
at
ion
Multimedia Support
The system administrator can enable queuing support for non-voice
communications sent to a workgroup, such as e-mails and web calls. To
activate this feature, check the
Enable non-voice support checkbox and
click the Setup button to invoke the Multimedia Workgroup
Configuration dialog box.
Figure 3. Multimedia Workgroup Configuration
• Intragroup Call Distribution - select the type of handling for
intragroup calls:
— Ring First Available Member
— Ring Next Available Member
— Ring Longest Idle Member
— Ring Average Longest Idle Member
— Ring Fewest Answered Calls
— Ring Shortest Average Talk Time
— Skill-Based Routing
• Queue Priority :
— Priority Promotion - when enabled, this feature increases the
priority of a workgroup’s queue calls according to a specified time
interval (every X seconds in queue will increase priority by 1).