Setting Call Handling Options
16-26
AltiContact Manager Administration Manual
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 16-13). 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.
Содержание AltiContact Manager Version 5.0A
Страница 38: ...xxxvi AltiContact Manager Administration Manual...
Страница 148: ...Stopping the AltiGen Switching Service 4 12 AltiContact Manager Administration Manual...
Страница 182: ...Feature Profiles 5 34 AltiContact Manager Administration Manual...
Страница 216: ...Configuring the Triton T1 E1 PRI Board 6 34 AltiContact Manager Administration Manual...
Страница 314: ...Agent Logout Reason Codes 12 8 AltiContact Manager Administration Manual...
Страница 322: ...13 8 AltiContact Manager Administration Manual...
Страница 388: ...Setting Queue Management Options 15 24 AltiContact Manager Administration Manual...
Страница 442: ...20 4 AltiContact Manager Administration Manual...
Страница 446: ...Application Extension Setup 21 4 AltiContact Manager Administration Manual...
Страница 510: ...About AltiReach Configuration 26 36 AltiContact Manager Administration Manual...
Страница 518: ...Changing TAPI Configuration Parameters 27 8 AltiContact Manager Administration Manual...
Страница 526: ...DINA Manager 28 8 AltiContact Manager Administration Manual...
Страница 546: ...Technical Training B 6 AltiContact Manager Administration Manual...
Страница 558: ...G 12 AltiContact Manager Administration Manual...
Страница 576: ...Index I 18 AltiContact Manager Administration Manual...