Altigen MAX Communication Server ACC 6.0, Administration Manual

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Chapter 22: Workgroup Configuration
MAXCS ACC 6.0 Administration Manual 279
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To a Group —select a group from the drop-down list.
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To the Operator
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To an Outside Number —this option is available if it is allowed in the Other Call
Restrictions option in the Restriction tab, as discussed in “Setting Other Call
Restrictions” on page 207.
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.
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To Line Park —if configured, select a Line Park group from the drop-down list.
Handling Unanswered Calls
The Enable No Answer Handling configuration provides options for handling calls
when the system rings the first available agent and the call is not answered. If all agents
in the workgroup are rung and no one answers the call, the system will use the Group
RNA/Logout Handling rule. Enable No Answer Handling is not available if Intra Group
Call Distribution is set to Ring All Available Members .
To configure this option, check the Enable No Answer Handling box.
Select one of the following forwarding options for no answer call handling:
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Next Group Member - ring the next available agent until all available agents are
rung. If all agents are busy, caller will stay in the workgroup queue.
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Extension - take the call out of the workgroup and forward it to an extension.
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Group - take the call out of workgroup and forward it to another group.
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Group Voice Mail - transfer the caller to the workgroup voice mail when the first
available agent does not answer the call.
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Member Voice Mail - transfer the caller to the first available agent's voice mail if
this agent does not answer the call.
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AA - take the call out of the workgroup and forward it to an auto attendant.
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Line Park - take the call out of the workgroup and forward it to a Line Park group.
Set RNA Agent Logout Check Box
Select this option to have the system automatically log out an agent extension from a
workgroup 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: