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Chapter 18: Workgroup Configuration
Figure 18-14. Workgroup Configuration, Call Handling tab
Handling Busy Calls
You have several options for handling calls when the workgroup extension is busy. If you
do not enable busy call handling, the caller simply hears a busy signal.
To enable the options, select the Enable Busy Call Handling check box, then select
from the following forwarding options:
•
Group Queue—The caller will stay in the workgroup queue waiting for any agent to
become available. If there is no agent logged in at this moment, the system will use
Group Logout Handling to handle this call.
•
Group Voice Mail
•
AA—forward caller to an auto attendant.
Extension—forward caller to an extension.
•
•
Group—forward caller to another group.
•
Line Park—forward caller to a Line Park group.
Forwarding All Calls
When you do not want the workgroup to handle any calls, check the Enable Forward
To option in the Forward All Calls section of the Call Handling tab, and select an option.
The forwarding options are as follows:
•
To Voice Mail
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MaxACD Administrator Manual
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Troubleshooting
