User guide

180 AltiWare ACC 5.1 Administration Manual
• To AA—select the AA to use in the drop-down list under the option.
• To a Group—select a group from the drop-down list.
• To the Operator
• To an Outside Number—this option is available if it is allowed in the Other Call
Restrictions option in the Restriction tab, as discussed in “Setting Other Call
Restrictions” on page 148. Also, see “Outcall to Cellular or PCS Phone Numbers” on
page 177.
• If you choose Outside Number, select a trunk or route access code to use in the
small drop-down list on the left, and type in the full prefix and phone number.
• To Line Park—if configured, select a Line Park group from the drop-down list.
Handling Unanswered Calls
The Enable No Answer Handling configuration provides options for handling calls
when the system rings the first available agent and the call is not answered. If all agents
in the hunt group are rung and no one answers the call, the system will use the Group
RNA/Logout Handling rule. Enable No Answer Handling is not available if Intra Group
Call Distribution is set to Ring All Available Members.
To configure this option, check the Enable No Answer Handling box.
Select one of the following forwarding options for no answer call handling:
• Next Group Member - ring the next available agent until all available agents are
rung. If all agents are busy, caller will stay in the hunt group queue.
• Extension - take the call out of the hunt group and forward it to an extension.
• Group - take the call out of hunt group and forward it to another group.
• Group Voice Mail - transfer the caller to the hunt group voice mail when the first
available agent does not answer the call.
• Member Voice Mail - transfer the caller to the first available agent's voice mail if
this agent does not answer the call.
• AA - take the call out of the hunt group and forward it to an auto attendant.
• Line Park - take the call out of the hunt group and forward it to a Line Park group.
If you select Ring All Available Members in the Intra Group Call Distribution section,
then specify the Number of Rings before Handling, using the scroll box beside that
option. The number of rings is the total number of times agents are rung before the call
is handled by the Group RNA/Logout Handling configuration
Setting a Hunt Group’s Call Distribution Rule
The Call Handling tab in the Huntgroup Configuration window lets you set the
distribution of normal inbound calls to group members, using one of the following three
options:
• Ring First Available Member—first available extension in a hunt group. For
example, if there are three member extensions in a hunt group, the call is always
sent to the first member configured in the hunt group. If this member is busy, the
call goes to the second member configured and so forth.