Altigen AltiContact Manager Version 5.0A, Administration Manual

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Queue Management
16-36 AltiContact Manager Administration Manual
• Transfer to VM
• Play prompts
• No Action
• Disconnect
4. Click OK or Apply .
Queue Overflow
The Queue Overflow tab allows for configuration of overflow conditions
and actions.
Figure 17. Queue Overflow tab of Advanced Queue Management, Workgroup
Configuration
• Overflow Conditions - select from any of the following check boxes
(if all are enabled, the conditions will be followed in order):
— Calls in Queue Exceed - can be between 0 and 150 . This is the
number of calls in queue that will cause overflow. For example, 5
calls mean that once a queue has 5 calls in queue, the system will
forward the overflow calls according to a specified action.
— Wait Time longer than - can be between 0 and 200 minutes. This
is the time that a call must have been waiting in queue for the call
to be overflowed.
— Service Level lower than - can be between 0 and 100 %. This is the
percentage of calls in queue longer than service level threshold.