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Setting the Mailbox Options
3.
In the Skill Level Name dialog box, enter the skill name in the
Description field, then click OK.
Figure 8. Skill Level Name dialog box
4.
The Skill Set appears in the main window for that index number.
5.
On the Group Member tab of Workgroup Configuration, the Skill
Level for the workgroup will appear in the last column of the Member
List.
Figure 9. Skill Level Column, Group Member tab
6.
In the Call Handling tab of Workgroup Configuration for the
specified workgroup, go to the Call Distribution field and select Skill-
Based Routing. When a call comes into this workgroup, the call will
be routed according to the agent assigned with the lowest skill number.
Setting the Mailbox Options
The Mail Management settings define how voice messages are handled
for a workgroup: how messages are announced and processed, and how
much capacity is allotted to message storage.
To work with mailbox settings, select the workgroup number you want to
work with from the Group List, then click the Mail Management tab.
16-14 AltiContact Manager Administration Manual
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Troubleshooting
