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Extension and Workgroup Configuration
AltiWare OE System Installation & Administration Manual 209
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To remove workgroups assigned to a physical or virtual extension:
1. Click the workgroup pilot number(s) in the Member list.
2. Click the Remove button to move them to the Not Member list.
Setting Wrapup Time
In the Extension view, you can set the Wrapup Time for the selected
physical extension. This option doesn’t appear for a virtual extension.
Wrapup time is a system delay before routing the next call to the extension,
and it gives the agent time to finish up with notes, prepare for the next call,
log out of the workgroup, or hit the “Wait” button in AltiView after putting
a call on hold and going back onhook. You can set a wrapup time of up to
29 minutes, 59 seconds.
To set the extension wrapup time:
1. Check the Allow Wrap Up Time box.
2. Using the drop-down lists, select the minutes and seconds for the
delay. Be sure to set at least enough time (e.g. 5 seconds) to allow an
agent to hit the “Wait” button in AltiView after putting the caller on
hold and going onhook.
Setting Inter Call Delay
Like Wrapup time, Inter Call Delay can create time before the next call
comes in. It can be set for any extension.
If the system is delaying the next call to a user extension based on the
Wrapup Time setting, the Inter Call Delay setting is ignored.
However, if Wrapup Time does not apply—for example, if it is de-
selected—then Inter Call Delay acts as follows:
• If the extension user hangs up and there are callers waiting in an
extension or workgroup queue, the ring is delayed for the number of
seconds specified in the Inter Call Delay setting.
• If the extension user hangs up, there is no one waiting in a queue and
a call comes in within the Inter Call Delay period, the call is put
through immediately; the Inter Call Delay period is ignored.