Altigen AltiContact Manager Version 5.0, Руководство администратора

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Workgroup Configuration
AltiContact Manager Administration Manual 15-25
15.
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Important:
Please note the following issue that may arise from using this
option.
When an agent is added to a workgroup and logs in, the agent’s login time
starts from 0, while other agents (already logged in) have a login time
starting many hours earlier. With Ring Average Longest Idle Member
enabled, the new agent will not receive a call for a long time.
• Ring Fewest Answered Calls—the agent who has answered the
fewest number of calls.
• Ring Shortest Average Talk Time—the agent who averages the
shortest talk time.
Note:
Average talk time is calculated as follows:
avg. talk time (ATT) = total incoming call duration / # of incoming
calls
The agent calculated with the lowest value for ATT is rung first.
• Skill-Based Routing—the agent who has the lowest skill number
assigned (defined in “Skill Setting Assignment” on page 15-12). By
default, the newly added member will have the Skill Level set to 1.
• Enable Single Call Handling for Agents—select this check box to
enable single call handling for workgroup agents.
Note: If single call handling is enabled and the agent has one or more
calls on hold, ACM Admin will not distribute the call to this
agent. If single call handling is disabled, ACM Admin will
distribute calls to this agent even when one or more calls are
put on hold by this agent.
Group RNA/Logout Handling
You have several options for handling calls when all login agents,
extensions and workgroup extensions are rung and there is no answer, or
when all agents are logged out.
Note: If an incoming call encounters RNA for every agent in the
workgroup AND No Answer Call Handling is set to “Forward to
Next Member”, the call will be forwarded according to these
settings. If you do not set options here, the call will go to the
workgroup’s voice mail after ringing all agents.