Specifications

Agent Configuration
AltiContact Manager Administration Manual 13-17
13. Agent
Configuration
• If the extension user hangs up and there are callers waiting in an
extension or huntgroup queue, the ring is delayed for the number of
seconds specified in the Inter Call Delay setting.
• If the extension user hangs up, there is no one waiting in a queue and
a call comes in within the Inter Call Delay period, the call is put
through immediately; the Inter Call Delay period is ignored.
To set the extension Inter Call Delay time:
1. Check the Inter Call Delay box.
2. Using the drop-down lists, select the seconds for the delay. The default
is 15 seconds.
Logging Outbound Workgroup Calls
In the Extension view, 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 to which he is a member of.
To set an agent’s outgoing workgroup:
In the Log Outbound Call to Workgroup field, use the drop-down list to
choose a workgroup from among the workgroups the agent belongs to. If
the “Allow agent to change” checkbox is selected, the agent can change the
outgoing workgroup from the phone set or from AltiAgent.
When a user is first assigned to a workgroup, it is set as their default
outgoing workgroup and remains so no matter how many workgroups the
user is subsequently assigned to. If an agent is unassigned from their
outgoing workgroup, the outgoing workgroup is automatically set to N/A.
Setting up Station Speed Dialing
For each extension, you can set up to 20 station speed dial numbers. The
numbers available are from 00–19, used following the extension speed dial
access code, #77.
To work with Speed Dialing settings, select the extension number you want
to work with from the Agent/Supervisor/Extension side window list, then
click the Speed Dialing tab.