Altigen AltiWare ACC 5.2 Administration Manual page 288

Chapter 22: Workgroup Configuration
Ring First Available Member—first available extension in a workgroup. For
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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—a round-robin method that attempts to evenly
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distribute calls among the group members. This method sends the call to the next
member configured in a workgroup (regardless of whether the previous member is
busy or not). In other words, if the previous call was sent to #3 in the group, the
present call is sent to #4, if #4 is not busy.
Ring All Available Members—all extensions in a workgroup.
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When this option is enabled, a single workgroup can have no more than 20
Note:
members.
In addition, calls to the workgroup with 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 processed first, regardless of Wait Time of calls in other workgroups
which are not set to Ring All.
If members are using IP extensions, the system will not use the IP codec
channel during ringing all IP phones. Only one codec will be used when a
member of a workgroup answers the call.
Ring Longest Idle Member—The agent who has the longest idle time, defined as
•
follows:
The agent needs to be in login state
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Idle time is calculated from the end of the last wrap-up event.
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If the agent does not have wrap-up time configured, the idle time is calculated
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from the end of last busy state.
Enable Single Call Handling for Agents
Check this check box to enable single call handling for workgroup agents.
If single call handling is enabled and the agent has one or more calls on hold,
Note:
AltiWare Administrator will not distribute the call to this agent. If single call
handling is disabled, AltiWare Administrator will distribute calls to this agent even
when one or more calls are put on hold by this agent.
Handling Calls when Group Members Are RNA/Logged Out
You can set calls to forward to a specified destination when all group members either do
not answer the call (RNA) or are logged out. To do so, in the GroupRNA/Logout
Handling section of the Call Handling tab, check the Enable Forward to check box,
and select a destination from the drop-down list. The forwarding options are the same
as for "Forwarding All Calls" on page 274.
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AltiWare ACC 5.2 Administration Manual