Installation manual

Overview

AltiWare OE System Installation & Administration Manual 13

Overview

• Multiple Queue Announcements - allows each workgroup to have its

own set of unique audio announcements. Up to five announcements

can be configured for each workgroup. The intervals between

announcements can also be configured. See “Setting up Workgroups”

on page 203 for more information on this feature.

• Multiple Workgroup Membership - allows each extension to belong

to multiple workgroups. The system can be configured with a

maximum of 32 workgroups. See “Setting up Workgroups” on page

203formoreinformationonthisfeature.

Multiple Workgroup Log In and Log Out - lets workgroup

agents quickly log in and out of multiple workgroups.

Workgroup Membership - Workgroups can now have up to

128 members.

•Ready/Not Ready - members can also enable a “ready” (#90)

or “not ready” (#91) status to inform the system whether or not the

agent is able to receive the next call.

• Service Level Threshold - a time value for callers waiting in queues.

The performance statistics show when workgroup calls are queued for

longer than a prescribed value.

• Workgroup Call Pickup - allows pickup of calls to a specific

workgroup.

Workgroup Monitoring (enhanced) - allows real-time

monitoring of workgroup information—trunk state,

workgroup status, call queue status, details of workgroup

queue entries and agent status. Limited monitoring is available through

a workgroup view window in AltiAdmin or remotely through

AltiReach. In OE 4.5, Caller ID identifies agent calls as inbound or

outbound, internal or external.

Workgroup Call Routing (enhanced) - for special call

handling applications, incoming calls can be routed to a

workgroup. For automatic distribution, calls can be distributed

to the first available workgroup member, or among workgroup

members in a round-robin fashion. When all the members in a

workgroup are busy, calls can be overflowed to another workgroup or

extension, directed to the workgroup voice mail, to workgroup

members voice mail, or placed in the call queue for the next available

member. When the first called member fails to answer the call within

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