User guide

Chapter 11: Workgroup Configuration
AltiWare ACC 5.1 Administration Manual 201
Quit Queue Option
The quit queue feature gives a caller the option of leaving a workgroup queue at any
time by pressing # and/or 0. To enable this feature, check either or both of the Enable
Quit Queue Options, then use the appropriate Forward to drop-down list to select the
option the caller will have:
• Voice Mail
• AA—select the auto attendant to use. AAs are configured in AA Configuration on
the System menu.
• Extension—select an extension from the drop-down list.
Note: If the forwarding extension is busy when a caller quits a queue, the call will
go to this extension’s voice mail.
• Group—select a workgroup from the drop-down list.
• Operator
• 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.
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.
Note: Forwarding calls to a pager is possible but not recommended since callers will
only hear what is heard when calling a pager and will not know to enter a
return phone number unless instructed.
• Callback Interview—the System will record the caller’s callback number and will
prompt the caller to record a message into the voice mail box of the workgroup.
Note: This option is only available to external callers.
Supervisor Queue Control
When the Allow Redirect Call check box is checked, a workgroup supervisor can
redirect queue calls, using the AltiSupervisor application.
Agent Logout Reason Codes
In a workgroup environment, logout reason codes allow agents to specify why they are
signing off from the workgroup, and the manager can view that information. If logout
reasons are required, the system requests a reason at logout from the phone set and
from the Agent application.
The Agent Logout Reason Configuration window lets you require a logout reason,
and it provides for defining up to 20 reason codes. A logout history can be tracked and
stored for future analysis.
To access this window, select CallCenter > Agent Logout Reason Configuration.