Altigen AltiWare ACM 5.1, Administration Manual

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Chapter 15: Extension Configuration
AltiWare ACM 5.1 Administration Manual 205
Setting Inter Call Delay
The Inter Call Delay can create time delay before the next workgroup call comes in after
the extension finishes one of the following activities:
•
Makes an internal or outbound call
•
Receives a direct inbound call
•
Accesses voice mail
It is possible that an agent may execute one of the above activities during the wrap-up
period after finishing a workgroup call. The following rules govern which delay timer will
take effect:
•
If Wrap-up time is still active, the Inter call delay will be ignored.
•
If Wrap-up time is expired when one of the above activities is completed, the Inter
Call Delay will be applied. The system will not pass a workgroup call to an agent until
Inter Call Delay is expired.
To set the extension Inter Call Delay time
1. Check the Inter Call Delay check box.
2. Using the drop-down lists, select the seconds for the delay.
Picking Up a Call from the Workgroup Queue
Check Allow pickup call from workgroup queue to allow an AltiAgent user to pick up
a call from the workgroup the agent belongs to. The agent needs to be in the log-in state
to be able to pick up a call from the queue.
Logging Outbound Workgroup Calls
You can assign an agent to an outgoing workgroup, which is useful for call detail
reporting and workgroup statistics. All calls made by the agent while logged into the
workgroup will be tracked as calls from the workgroup. The agent’s outgoing workgroup
can be assigned to any workgroup of which he is a member.
To set an agent’s outgoing workgroup
In the Log Outbound Call to Workgroup field, use the drop-down list to choose a
workgroup from among the workgroups the agent belongs to. If the Allow agent to
change check box is selected, the agent can change the outgoing workgroup from the
phone set by using feature code #53 or from AltiAgent.
When a user is first assigned to a workgroup, it is set as their default outgoing workgroup
and remains so no matter how many workgroups the user is subsequently assigned to.
If an agent is unassigned from their outgoing workgroup, the outgoing workgroup is
automatically set to N/A.
Setting up Station Speed Dialing
For each extension, you can set up to 20 station speed dial numbers. The numbers
available are from 00–19, and are entered by the user following the extension speed dial
access code, #77.
To work with Speed Dialing settings, click the Speed Dialing tab, then select the
extension you want to set speed dialing for.