Altigen AltiWare ACM 5.1, Administration Manual

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Chapter 22: Workgroup Configuration
294 AltiWare ACM 5.1 Administration Manual
Set RNA Agent Not Ready Check Box
Select this option to have the system automatically set an agent’s extension in a
workgroup to not ready if RNA is encountered.
Number of Rings Before Handling
If you select Ring All Available Members in the Intra Group Call Distribution section,
then specify the Number of Rings before Handling, using the scroll box beside that
option. The number of rings is the total number of times agents are rung before the call
is handled by the Group RNA/Logout Handling configuration
Setting IntraGroup Call Distribution
The IntraGroup Call Distribution options let you set the handling of normal inbound calls:
how to route the incoming call to a workgroup agent, using one of the following options:
•
Ring First Available Member—first available extension in a workgroup. For
example, if there are three member extensions in a workgroup, the call is always
sent to the first member configured in the workgroup. If this member is busy, the
call goes to the second member configured and so forth.
•
Ring Next Available Member—a round-robin method that attempts to evenly
distribute calls among the group members. This method sends the call to the next
member configured in a workgroup (regardless of whether the previous member is
busy or not). In other words, if the previous call was sent to #3 in the group, the
present call is sent to #4, if #4 is not busy.
•
Ring All Available Members—all extensions in a workgroup.
Note: When this option is enabled, a single workgroup can have no more than 20
members.
In addition, calls to the workgroup with this option enabled have higher
priority than other workgroup calls. Therefore, if an agent belongs to multiple
workgroups, one of which has this option enabled, a call to that workgroup
will be processed first, regardless of Wait Time of calls in other workgroups
which are not set to Ring All.
If members are using IP extensions, the system will not use the IP codec
channel during ringing all IP phones. Only one codec will be used when a
member of a workgroup answers the call.
•
Ring Longest Idle Member—The agent who has the longest idle time, defined as
follows:
–
The agent needs to be in login state
–
Idle time is calculated from the end of the last wrap-up event.