User guide

Setting Answering Options
AltiWare OE System Administration Manual 115
Extension
Configuration
Enabling RNA Log Out
This “Ring No Answer” check box option is available only to workgroups,
and only when Enable No Answer Handling is selected. When a
workgroup member's extension is rung and there is no answer, that member
extension is automatically logged out of the workgroup.
Setting Workgroup Handling
For workgroups pilot numbers, the Extension Configuration Answering
window lets you set the handling of normal inbound calls: how to route the
incoming call to a extensions, using one of the following options:
• Ring First Available Member—first available extension in a
workgroup. For example, if there are three member extensions in a
workgroup, the call is always sent to the first member configured in the
workgroup. If this member is busy, the call goes to the second member
configured and so forth.
• Automatic Call Distribution—a round-robin method that attempts to
evenly distribute calls among the workgroup members. This method
sends the call to the next member configured in the workgroup
(regardless of whether the previous member is busy or not).
• Ring Longest Idle Member—the agent who has been off the phone
the longest.
• Ring All Available Members—all extensions in a workgroup.
Setting a Service Level Threshold
For workgroup numbers only, you can use the Service Level Threshold
scroll box to select the length of time in seconds that a call can be in queue
before the call is logged in workgroup performance statistics as having
exceeded the allowable service level limits. You can set the value to any
number to between 1 – 1200 seconds.