Altigen AltiWare ACM 5.1, Administration Manual

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Chapter 22: Workgroup Configuration
AltiWare ACM 5.1 Administration Manual 301
1. Select any of the following check boxes:
•
Use Default System Phrases
•
Queue Position
•
Expected Wait Time
2. If you are not using default system phrases, use the drop-down lists to select the
Greeting Phrase and Update Phrases that will be played to callers in queue.
3. Select the Update Interval (0 to180 seconds) to be inserted between queue
phrases.
Note: If the interval is set to 0, the system will play phrases one after the other
without music in between.
4. Click OK or Apply.
Menu Selection
The Menu Selection tab allows for configuration of a voice menu selection that can be
made available to callers in queue. When a workgroup queue is controlled by the
Advanced Queue Management application, calls in queue will hear a menu prompt. The
menu will allow callers to take certain actions based on digit input, and callers can also
hear one or more phrases associated with the actions.
Figure 14. Workgroup Configuration, Advanced Queue Management, Menu Selection tab
To set up the Menu Selection:
1. In the Digits field, select 0 - 9, # or *.
2. For the highlighted digit, select a Prompt from the phrase list and click Add. You
can add one or more prompts, then use the Up or Down buttons to determine the
order in which the prompts are played.
3. Use the drop-down list to select one of the following actions:
•
Transfer to Extension/Other Group
•
Transfer to AA
•
Transfer to Operator
•
Transfer to Outside Number
•
Transfer to Group VM
•
Play prompts