Altigen AltiContact Manager Version 5.0A, Administration Manual

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Workgroup Configuration
AltiContact Manager Administration Manual 16-29
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. Workg
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Basic Queuing Control
Figure 13. Basic Queuing Control of Queue Management, Workgroup
Configuration
When Basic is selected in the Queuing Control field, the following queue
management options are available:
Setting Queue Phrase Options
For each workgroup, you can either use the system default phrases or you
can set up a custom configuration.
The default audio phrases are discussed in “Audio Peripheral
Configuration” on page 5-25. Custom configuration involves choosing
other phrases—a function set with the IVR as discussed in
Chapter 11, IVR
Configuration .
You can also use Apply to to apply the configuration to one, some, or all
workgroups.
Queue Announcement
You can set up the system to announce a caller’s queue status—queue
position and average waiting time—when an incoming call enters a
workgroup queue. To enable this option, select
Enable Announcement ,
then select Queue Position and/or Average Waiting Time .