Altigen AltiContact Manager Version 5.0A, Administration Manual

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Workgroup Configuration
AltiContact Manager Administration Manual 16-37
16
. Workg
roup
Co
nfigur
at
ion
• Action - select from one of the following options:
— Overflow existing call in the queue to
— Overflow new incoming calls to
When either is selected, use the drop-down list to select the
overflow action:
• Voice Mail
• Extension —select an extension from the drop-down list.
• Workgroup —select a workgroup from the drop-down list.
• 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.
• Operator
• Outside —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.
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.
Selecting existing calls to be overflowed is based on the following
criteria:
— If Calls in Queue Exceeds criteria is met, the call with the highest
priority and longest priority queue time is overflowed.
— If Wait Time Longer Than or Service Level Lower Than criteria
is met, the call with the longest queue time is overflowed.