User guide

138 AltiWare ACC 5.1 Administration Manual
To remove a group assigned to a physical or virtual extension
1. Click the group number in the Member list.
2. Click the Remove button. The group moves to the Not Member list.
Note: You can use Shift+click and Ctrl+click to select more than one group.
Setting Wrap-up Time
You can set the Wrap-up Time for the selected physical agent extension. This option
doesn’t appear for a virtual extension or a non-agent extension. Wrap-up time is a
system delay between the time an agent finishes a workgroup call and the time the next
call is routed to the extension. It gives the agent time to finish up with notes, prepare
for the next call, log out of the group, or click the “Wait” button in AltiAgent. You can set
a wrap-up time of up to 29 minutes, 59 seconds.
To set the extension wrap-up time
1. Check the Allow Workgroup Wrap Up Time check box.
2. Using the drop-down lists, select the minutes and seconds for the delay. Be sure to
set at least enough time (for example, 5 seconds) to allow an agent to click the
“Wait” button in AltiAgent after putting the caller on hold and going onhook.
Setting Inter Call Delay
The Inter Call Delay can create time delay before the next workgroup call comes in after
the extension finishes one of the following activities:
• Makes an internal or outbound call
• Receives a direct inbound call
• Accesses voice mail
It is possible that an agent may execute one of the above activities during the wrap-up
period after finishing a workgroup call. The following rules govern which delay timer will
take effect:
• If Wrap-up time is still active, the Inter call delay will be ignored.
• If Wrap-up time is expired when one of the above activities is completed, the Inter
Call Delay will be applied. The system will not pass a workgroup call to an agent until
Inter Call Delay is expired.
To set the extension Inter Call Delay time
1. Check the Inter Call Delay check box.
2. Using the drop-down lists, select the seconds for the delay.
Picking Up a Call from the Workgroup Queue
Check Allow pickup call from workgroup queue to allow an AltiAgent user to pick up
a call from the workgroup the agent belongs to. The agent needs to be in the log-in state
to be able to pick up a call from the queue.
Logging Outbound Workgroup Calls
You can assign an agent to an outgoing workgroup, which is useful for call detail
reporting and workgroup statistics. All calls made by the agent while logged into the
workgroup will be tracked as calls from the workgroup. The agent’s outgoing workgroup
can be assigned to any workgroup of which he is a member.