Table of Contents
Advertisement
Viewing the Queues
Click the Queue tab to view the queue for the selected workgroup.
For each call in queue, the Queue tab displays the ID, the queue time,
priority queue time, Caller ID, and Caller Name if available, the DNIS
number, the priority level, the skill level required by the caller (SKLR), and
the type of call.
To pick up a call from queue
To pick up a call from queue, click on a queued call from the list, then click
the Pickup button. This will ring the supervisor extension when the phone
is in idle state. If the supervisor is not in idle state, the current call is put on
hold and the queued call is connected.
Note: The Allow Pickup Call from Workgroup Queue setting in
AltiWare Administrator (Extension Configuration, Group tab)
must be checked in order to allow AltiSupervisor to pick up calls
from queue.
To redirect a call from queue
To redirect a call from queue, click on a queued call from the list, then click
the Redirect button. AltiSupervisor pops up a window that lists extensions
and speed dial numbers. When you click a number, the call is redirected to
the number.
Note: The Allow Redirect Call / Change Priority setting in AltiWare
Administrator (Workgroup Configuration, Queue Management
tab) must be checked to allow AltiSupervisor to transfer calls from
queue.
AltiSupervisor Manual
23
Advertisement
Table of Contents
