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Setting Workgroup Handling
The Call Distribution field options let you set the handling of normal
inbound calls: how to route the incoming call to an workgroup agent, using
one of the following options:
•
Ring First Available Member—first available extension in a
workgroup. For example, if there are three member extensions in a
workgroup, the call is always sent to the first member configured in the
workgroup. If this member is busy, the call goes to the second member
configured and so forth.
•
Ring Next Available Member—an automatic call distribution
method that attempts to evenly distribute calls among the workgroup
members. This method sends the call to the next member configured in
the workgroup (regardless of whether the previous member is busy or
not).
•
Ring All Available Members—all extensions in a workgroup.
Note: When this option is enabled, a single workgroup can have no
more than 20 members set to Ring All. If members are using IP
extensions, the system will require an equal or greater number
of available IP ports than the number of IP extensions. For
example, with 15 IP extensions set to Ring All in a single
workgroup, the system needs to have at least 15 IP ports
available at any given time.
In addition, calls to workgroups that have this option enabled
have higher priority than other workgroup calls. Therefore, if
an agent belongs to multiple workgroups, one of which has this
option enabled, a call to that workgroup will be picked up
before others, regardless of its Wait Time in the queue.
•
Ring Longest Idle Member—the agent who has been off the phone
the longest, regardless of whether the agent has been logged in to or
out of the workgroup.
•
Ring Average Longest Idle Member—the agent who averages being
off the phone the longest.
Note: Average Longest Idle is calculated as follows:
idle time = login duration - incoming call duration - outgoing call
duration
login time = total length of time of agent login for the day, reset by
midnight task
AltiContact Manager Administration Manual
Workgroup Configuration
16-25
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Table of Contents
Troubleshooting
