Table of Contents
Advertisement
Setting Call Handling Options
have higher priority than other huntgroup calls. Therefore, if an
agent belongs to multiple huntgroups, one of which has this
option enabled, a call to that huntgroup will be picked up
before others, regardless of its Wait Time in the queue.
•
Enable Single Call Handling for Agent—select this check box to
enable single call handling for huntgroup agents.
Note: If single call handling is enabled and the agent has one or more
calls on hold, ACM Admin will not distribute the call to this
agent. If single call handling is disabled, ACM Admin will
distribute calls to this agent even when one or more calls are
put on hold by this agent.
Group RNA Handling
You have several options for handling calls when a huntgroup agent's
extension is rung and there is no answer.
To enable call forwarding, select the Enable Forward to check box, then,
using the drop-down list, indicate the forwarding destination. You can use
Apply to... to act on multiple extensions, with the restrictions discussed in
the previous section. The forwarding options are as follows:
•
To Voice Mail
•
To IVR—select the IVR number to use in the drop-down list under the
option. IVR settings are established in IVR... in the Call Center
Management menu.
•
To an Extension—select an extension number in the drop-down list.
See "A 10-Hop Limit to Call Forwarding for Direct Calls" on page 14-
19.
•
To a Group—select a group from the drop-down list.
•
To an Application Extension—select an application extension from
the drop-down list.
•
To an Outside Number—this option is available if it is allowed in the
Other Call Restrictions option in the Restriction window, as
discussed in "Setting Other Call Restrictions" on page 13-29. Also, see
"Outcall to Cellular or PCS Phone Numbers" on page 14-16.
If you choose Outside Number, 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.
14-22 AltiContact Manager Administration Manual
Advertisement
Table of Contents
Troubleshooting
