Workgroup View Window - Altigen Altiware OE 4.5 System Administration & Installation Manual

The View Windows
The radio button to the left of each trunk location is green when the trunk
is idle, and red when the extension is not ready or in use. The location
format is slot:channel—for example, channel 3 on the board in slot 9 is
location 09:03.
You can double click any trunk location to open the Trunk Configuration
window for the selected trunk.
The Reset button resets the selected trunk(s) to the idle status. You'll be
asked to confirm the reset and a status message will tell you if the reset was
successful. You can select and reset multiple trunks.

Workgroup View Window

Here's an example of the Workgroup View window, displaying data and
statistics for workgroups:
Figure 6. Workgroup View window
This window displays the following data:
• Extension—the workgroup pilot extension number
• Name—the workgroup name
• Agents—the number of agents assigned to the workgroup
• Logon—the number of agents logged into the workgroup
• Not Available—the number of agents who are currently on the phone,
or who are unavailable with the Do Not Disturb or other status
• Wait—the number of agents who are in wrapup mode
• Queue—the number of calls waiting to be answered
• Waiting Time—the average waiting period before incoming calls are
answered
• Service Level—displays the percentage of calls being answered
within an acceptable period of time
• In Calls—displays the number of incoming calls to each workgroup
96 AltiWare OE System Installation & Administration Manual