Specifications

Workgroup Configuration
AltiContact Manager Administration Manual 16-37
16. Workgroup
Configuration
• Action - select from one of the following options:
— Overflow existing call in the queue to
— Overflow new incoming calls to
When either is selected, use the drop-down list to select the
overflow action:
• Voice Mail
• Extension—select an extension from the drop-down list.
• Workgroup—select a workgroup from the drop-down list.
• IVR—select the IVR number to use in the drop-down list under
the option. IVR settings are established in IVR Configuration
on the CallCenter Management menu.
• Operator
• Outside—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.
Selecting existing calls to be overflowed is based on the following
criteria:
—If Calls in Queue Exceeds criteria is met, the call with the highest
priority and longest priority queue time is overflowed.
—If Wait Time Longer Than or Service Level Lower Than criteria
is met, the call with the longest queue time is overflowed.