Altigen AltiContact Manager Version 5.0A, Administration Manual

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Establishing Workgroup Membership
16-8 AltiContact Manager Administration Manual
— Supervisor Queue Control - when Allow Priority Change is
enabled, this feature allows a workgroup supervisor to change call
priority.
• Queue Length Limit - use the up/down arrows to set the Maximum
queue length . When the maximum queue length is reached, all new
incoming calls will be discarded by the server.
• Inter Workgroup Call Distribution - this field is used to calculate
the score of each call in a workgroup’s queue. Depending on the calls
assigned priority and the skill of the agent that is available, the score
will determine which workgroup’s call gets answered first. The call
with the highest score is answered first. Workgroup queue calls that
are assigned a higher priority and skill weight value will take
precedence over calls in other workgroups. Use the up/down arrows to
increase or decrease the weight values for
Priority and Skill values.
Establishing Workgroup Membership
To add agent extensions to a workgroup, select the workgroup pilot number
from the
Group List on the General tab of Workgroup Configuration, then
click the Group Member tab. The workgroup pilot number appears in the
window title bar.