Workgroup Configuration
AltiContact Manager Administration Manual
16-25
16
. Workg
roup
Co
nfigur
at
ion
Setting Workgroup Handling
The Call Distribution field options let you set the handling of normal
inbound calls: how to route the incoming call to an workgroup agent, using
one of the following options:
•
Ring First Available
Member
—first
available
extension in a
workgroup. For example, if there are three member extensions in a
workgroup, the call is always sent to the
first
member
configured in the
workgroup. If this member is busy, the call goes to the
second
member
configured and so forth.
•
Ring Next Available Member
—an automatic call distribution
method that attempts to evenly distribute calls among the workgroup
members. This method sends the call to the
next
member configured in
the workgroup (regardless of whether the previous member is busy or
not).
•
Ring All Available Members
—all extensions in a workgroup.
Note:
When this option is enabled, a single workgroup can have no
more than 20 members set to Ring All. If members are using IP
extensions, the system will require an equal or greater number
of available IP ports than the number of IP extensions. For
example, with 15 IP extensions set to Ring All in a single
workgroup, the system needs to have at least 15 IP ports
available at any given time.
In addition, calls to workgroups that have this option enabled
have higher priority than other workgroup calls. Therefore, if
an agent belongs to multiple workgroups, one of which has this
option enabled, a call to that workgroup will be picked up
before others, regardless of its Wait Time in the queue.
•
Ring Longest Idle Member
—the agent who has been off the phone
the longest, regardless of whether the agent has been logged in to or
out of the workgroup.
•
Ring Average Longest Idle Member
—the agent who averages being
off the phone the longest.
Note:
Average Longest Idle is calculated as follows:
idle time = login duration - incoming call duration - outgoing call
duration
login time = total length of time of agent login for the day, reset by
midnight task
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...