User guide

Overview
AltiContact Manager Administration Manual 1-13
1. Overview
— advanced queue overflow for configuration of overflow conditions
and actions
• After Hours Handling for Workgroups - a workgroup can be
assigned a Business Hours Profile through ACM Admin. Also, after
hours routing decisions can be configured for each day of the week.
When a call is forwarded to this workgroup after hours, the call is
routed automatically, based on the routing decision for that day of the
week.
• Agent Set to Not Ready When RNA - when a workgroup call rings
an agent and is not answered, this feature automatically sets the agent
state to Not Ready for all the workgroups the agent is currently logged
in to.
• Auto Logout - a group member can be automatically logged out if a
call is not answered.
• Business Hours - allows for setting morning and afternoon business
hours for each day of the week. Multiple business hours can be
configured in a system. Also, multiple Business Hours profiles can be
assigned to DNIS Routing and Trunk In Call Routing entries.
• CDR Search - allows workgroup supervisors to search CDR files and
workgroup CDR statistics for records that match selected criteria.
CDR Search provides workgroup statistics from the real-time
monitoring function used in the AltiSupervisor client application.
Settings in ACM Administrator let you specify time intervals for
saving RTM data.
• Call Queuing - places caller in a queue to wait until an ACD group
member becomes available.
• Call Queue Announcement - before a call enters a workgroup queue,
the system announces the expected wait time or call queue length to the
caller.
• Call to Queue Alert - agents can be alerted via a beep and a screenpop
when a call enters the workgroup queue.
• Configurable Call Wrapup Time - allows a group member some
time in between calls to wrap up on notes, prepare for the next call, or
logout of the group. This wrapup time is configurable on a per-member
basis.