User guide

AltiWare ACC 5.1 Administration Manual 183
C HAPTER
11
Workgroup Configuration
The workgroup is an automatic call distribution (ACD) feature designed to enhance
customer service operations with queuing, distribution, agent management, real-time
status, and call logging capability. The AltiGen system allows up to 64 groups to be
configured, including workgroups, hunt groups, and paging groups.
When adding members to a workgroup, the following rules apply:
• Concurrent login agent seat license is required.
• One agent login to multiple workgroups requires only one license.
• Each workgroup can have up to 512 members configured.
• A maximum of 256 agents can log in to a workgroup at the same time.
• Per system, a maximum of 256 agent seat licenses can be registered.
• Per system, including all workgroups, a maximum of 1,280 logged-in agents are
allowed. (Example: 128 agent seats registered in the system. 256 agents are
configured in 10 workgroups but only 128 can be logged in at the same time. Each
agent belongs to 10 workgroups. The system has reached the 1,280 logged-in
agents limit.)
Workgroup Functionalities
The AltiGen system has the following workgroup functionalities:
System Features
• Call queuing and call distribution
• Define service level threshold and service level calculation methods
• Group busy/RNA/logout handling
• Queue position and expected queue time announcement
• Queue phrase management
• Queue overflow
• Quit queue options
• Workgroup voice mail with forwarding and notification functions
• Agent login/logout management with reason code