Altigen AltiContact Manager Version 5.0A, Руководство администратора

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CallCenter Configuration
AltiContact Manager Administration Manual 12-5
12. CallCenter
Conf
igura
tion
The number and name entries have the following requirements:
• The DNIS Number must be devoid of all characters except the
numbers 0–9 (the hyphen is not accepted in this dialog box). For
example, 2529876 is a good entry, but 252-9876 is not.
• The DNIS Name is descriptive and optional; it can be used to remind
you about the nature of the number and routing. For example, you
might give the 2529876 number the name, “Tech Support.”
To delete an entry, select it in the DNIS number list, then click Delete .
Defining the Routing
After adding an entry, you define it by first selecting it in the list. When you
select an entry, its name and other defined attributes, if any, appear in the
options at the right of the tab. You can edit any of these attributes.
For each number, you can set routing for three distinct time periods defined
in the
Business Hours tab (see “Setting Business Hours” on page 5-10):
• During Business Hours
• Outside Business Hours
• Non Workdays
Within each of these three time slots, you have the following routing
options for incoming calls:
• Route to a particular extension selected in the drop-down list
• Route to a particular IVR number selected in the drop-down list
• Route to the operator
Also, you can set additional routing attributes based on:
• Holiday Profile —routes incoming calls based on Holiday Profiles
configured in System Configuration (see “Routing Calls on Holidays”
on page 5-12)
• Business Hours Profile —routes incoming calls based on Business
Hours Profiles configured in System Configuration (see “Setting
Business Hours” on page 5-10).
During Business Hours , Outside
Business Hours and Non Working Day are defined and selected by
Business Hours profile.