Altigen AltiWare ACM 5.2, Administration Manual

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Chapter 22: Workgroup Configuration
AltiWare ACM 5.2 Administration Manual 289
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No Action
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Disconnect
4. Click OK or Apply .
Queue Overflow
The Queue Overflow tab allows for configuration of overflow conditions and actions.
Figure 15. Workgroup Configuration, Advanced Queue Management, Queue Overflow tab
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Overflow Conditions - select from any of the following check boxes (if all are
checked, the conditions will be followed in order):
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Calls in Queue exceed - can be between 0 and 150. This is the number of calls
in queue that will cause overflow. For example, 5 calls mean that once a queue
has 5 calls in queue, the system will forward the overflow calls according to a
specified action.
–
Wait time longer than - can be between 0 and 200 minutes. This is the time
that a call must have been waiting in queue for the call to be overflowed.
–
Service level lower than - can be between 0 and 100%. This is the percentage
of calls in queue longer than service level threshold.
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Action - select from one of the following options:
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Overflow existing call in the queue to (first in, first out)
–
Overflow new incoming calls to (last in, first out)
When either is selected, use the drop-down list to select the overflow action:
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Voice Mail
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Extension —select an extension from the drop-down list.
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Workgroup —select a workgroup from the drop-down list.
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AA —select the auto attendant to use in the drop-down list under the option.
AAs are configured in AA Configuration on the System menu.
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Operator
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Outside —type in the full prefix and phone number, preceded by the trunk or
route access code, for example, 915102529712.