Altigen AltiWare ACM 5.1, Administration Manual

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Chapter 22: Workgroup Configuration
298 AltiWare ACM 5.1 Administration Manual
Queue Position - When checked, the system will tell the caller which position the caller
is at in queue. Do not check this option if you assign different priorities to different calls
based on DNIS, CID, or AA selection. Do not check this option if you configure matching
a caller’s SKLR to an agent's skill level. Queue position is not meaningful when a higher
priority caller can push a lower priority caller or if no agent is available to answer a
particular SKLR.
Expected Queue Time - when checked, the system will tell the caller how long the wait
is expected to be. When calculating this number, the system will consider the average
agent call handling time and the position of the caller in queue. Because queue position
is a factor when calculating this number, do not check this option when call priority and
caller SKLR matching are configured. Please note that the Expected Queue Time is an
estimated number. Agents logging in or out of the workgroup during operation hours will
affect the actual handling time and cause deviation to the expected queue time.
Expected Queue Time
(round up to minutes)
= [(Average Call Handling Time
x Queue Position) + 59 sec] / 60 sec
Expected Wait Time Sampling
To calculate Expected Queue Time, the system needs to take samples when a workgroup
starts operation. You can set the following parameters to set a sampling period and a
fixed Expected Queue Time announcement during sampling period. The expected queue
time counter is reset for all workgroups daily at midnight.
•
Initial Sample Call Count [1 to 100] - How many calls you would like to use as
initial samples.
•
Initial Expected Wait (Queue) Time [1 to 10 minutes] - This field defines the
expected queue time to be announced during the sampling period.
Queue Overflow Forwarding
The Queue Overflow Forwarding options are for handling long queues or long wait times
for callers. When a queue exceeds a set number of calls, or callers are waiting beyond a
set length of time, calls can be automatically forwarded to a voicemail box, AA,
extension, group, operator, outside number, or application extension.
To set options for handling queue overflow:
1. In the Queue Overflow Forwarding section, set options for:
•
Calls in queue exceed - when the number of calls in queue are greater than the
defined number, new incoming calls will be overflowed to the defined target.
•
Expected queue time longer than - when the longest queue time is greater
than the specified number of minutes, new incoming calls will be overflowed to
the defined target.
•
Service level lower than - this number is not a historical service level defined
in the workgroup threshold. This number is a real-time queue service level (RTSL)
calculated as follows:
RTSL% = 1 - (# of queued calls exceed SL threshold / Total calls
in queue)
2. Check the Enable Forward to check box and from the drop-down list, select the
forwarding destination list to use if the queue length, wait time or service level
settings are exceeded. If this option is not checked, calls will go to the workgroup’s
voicemail.