Altigen AltiWare ACC 5.2, Administration Manual

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Chapter 22: Workgroup Configuration
AltiWare ACC 5.2 Administration Manual 279
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.
•
Callback Interview —the System will record the caller’s callback number and will
prompt the caller to record a message into the voice mail box of the workgroup.
Note:
This option is only available to external callers.
Supervisor Queue Control
When the Allow Redirect Call check box is checked, a workgroup supervisor can
redirect queue calls, using the AltiSupervisor application.
Agent Logout Reason Codes
In a workgroup environment, logout reason codes allow agents to specify why they are
signing off from the workgroup, and the manager can view that information. If logout
reasons are required, the system requests a reason at logout from the phone set and
from the Agent application.
The
Agent Logout Reason Configuration window lets you require a logout reason,
and it provides for defining up to 20 reason codes. A logout history can be tracked and
stored for future analysis.
To access this window, select
CallCenter > Agent Logout Reason Configuration .
Figure 8. Agent Logout Reason Configuration window
To require logout reasons, check the Logout reason code required check box.
To define reason codes, type the associated reason into the text box next to the code
you want to associate with the reason.