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Multiple Workgroup Membership- allows each extension to belong
to multiple workgroups. The system can be configured with a
maximum of 32 workgroups and 64 members per workgroup. See
"Setting up Workgroups" on page 96 for more information on this
feature.
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Workgroup Call Pickup - allows pickup of calls to a specific
workgroup.
Workgroup Monitoring - allows for real-time monitoring of
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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.
Workgroup Call Routing - for special call handling
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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 the number of rings
configured, the system can direct the call to the next available
workgroup member. The system can also ring the longest idle member
or ring all available members.
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Workgroup Member (Agent) Login/Logout - allows workgroup
members to log in and out of a workgroup so that incoming calls
bypass the workgroup member (agent) who has logged out and the call
is automatically routed to other active workgroup members or ACD
agents. This feature is available only to workgroup members and is
disabled through workgroup configuration. Logout does not block
direct calls to the workgroup member's extension.
Auto Logout - Optionally, a workgroup extension user can be
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logged out if a call is not answered.
Workgroup Logoff Reason Codes - allows a workgroup
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member to enter a reason code when signing off. Up to 20
reason codes may be defined.
Workgroup Silent Monitoring - with the Triton Resource
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Board, allows a workgroup supervisor to silently monitor calls
between workgroup agents and callers.
Key AltiServ Characteristics
AltiWare OE System Administration Manual 9
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