Specifications

CallCenter Configuration
AltiContact Manager Administration Manual 12-5
12. CallCenter
Configuration
Defining the Routing
After adding an entry, you define it by first selecting it in the list. When you
select an entry, its name and other defined attributes, if any, appear in the
options at the right of the window. You can edit any of these attributes.
For each number, you can set routing for three distinct time periods defined
in the Business Hours window (see “Setting Business Hours” on page 5-8):
• During Business Hours
• Outside Business Hours
• Non Workdays
Within each of these three time slots, you have the following routing
options for incoming calls:
• Route to a particular extension selected in the drop-down list
• Route to a particular IVR number selected in the drop-down list
• Route to the operator
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 Logout Reason window allows you to enable or disable the required
entry of 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 the Logout Reason window, select CallCenter Configuration...
on the System Management menu,thenclicktheAgent Logout Reason
tab.