Altigen AltiWare ACM 5.1, Administration Manual

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Chapter 22: Workgroup Configuration
282 AltiWare ACM 5.1 Administration Manual
Setting Up Skill Based Routing
If you want to set up skill-based routing, you can more closely match a customer’s call
to an agent who has the skills needed to handle that customer’s issue. Skill-based
routing can increase customer issue resolution on the first call, lower the abandoned call
rate, and in turn increase customer satisfaction.
After Hours/
Non-Workday
Handling • For each day of the week, select a
Forward To option for call handling after
hours or for non-workdays:
• To Voice Mail
• To AA—select the auto attendant to use
in the drop-down list under the option.
AAs are configured in the AA
Configuration window, available from the
System menu.
• To an Extension—select an extension
from the drop-down list.
• To a Group—select a group from the
drop-down list.
• To the Operator
• To an Outside Number—if you choose
Outside Number, 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.
• To an App Ext—when used in conjunction
with a third party notification application,
the App Ext feature enables an extension
to connect to an application that can
receive the notification event; use the
drop-down list to choose the log- on
extension to which the third party
application is connected. Contact your
local AltiGen dealer for more information
on using this feature.
Logout All Agents
At For each day of the week, you can select up
to three time periods for the system to
automatically log out agents.
Parameter Description