Altigen AltiContact Manager Version 5.0A, Administration Manual

Page: 415 / 578

Workgroup Configuration
AltiContact Manager Administration Manual 16-27
16
. Workg
roup
Co
nfigur
at
ion
To set options for group RNA/logout handling, 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 workgroups, 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 Configuration on the
CallCenter Management menu.
• To an Extension —select an extension from the drop-down list.
• To a Group —select a workgroup from the drop-down list.
• To an Application Extension —when used in conjunction with a third
party notification application, this feature enables an extension to
connect to an application that can receive the notification event; use
the drop-down list to choose the log on extension to which the third
party application is connected. Contact your local AltiGen dealer for
more information on using this feature.
• To an Outside Number —this option is available if it is allowed in the
Other Call Restrictions option on 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 16-20.
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.
• To the Operator
• To Line Park —if configured, select a Line Park group (configured in
“Line Park Configuration” on page 19-1) from the drop-down list.
Note:
Forwarding calls to a pager is possible but not recommended
since callers will only hear what is heard when calling a pager and
will not know to enter a return phone number unless instructed.
Announce Agent Info
Check this check box to have the system announce the agent’s directory
name before an incoming workgroup call is transferred to an agent from the
queue.