Specifications

Workgroup Configuration
AltiContact Manager Administration Manual 15-25
15.Workgroup
Configuration
• Callback Interview—the System will record the caller’s Caller ID
and will prompt the caller to record a message into the voicemail box
of the workgroup. With a third party application, the system can notify
workgroup agents of the waiting voicemail. (For more detail on this
option, refer to the Callback Interview section below.)
Note: This option is only available to external callers.
Callback Interview Option
Under heavy call traffic conditions, the Callback Interview feature (a queue
quit option) is useful in helping improve service quality for customers
calling into the call center.
Typically, when a customer calls into a workgroup, if no agents are
available, the caller usually waits in queue until an agent is able to take the
call. If the caller hangs up while waiting in queue, the agent is unaware of
this.
When Callback Interview is enabled as a queue quit option, the caller can
press # when waiting in queue. The system will then 1) prompt the caller to
enter a callback number (if caller ID is unavailable); then 2) prompt the
caller to record a message.
The system saves the message as a voicemail, which is delivered to the
workgroup voice mail box. With a third party application, the system can
also notify workgroup agents of the waiting voicemail.
Operation Notes
• Conference calling may not work properly when an internal call is
made to workgroup that has Ring All Available Members setting. If
the internal extension is connect to an agent of this workgroup and then
initiates a conference call to another agent in this workgroup, the first
agent does not connect to the conference call.
• The system does not follow Busy Call Handling for a workgroup if no
IP trunks are available for IP extension agent. Instead, the system will
send the call to the workgroup’s voice mail.