Creating And Configuring Workgroups; Overview Of Workgroup Configuration Window - Altigen ACM 6.5 Administration Manual

Creating and Configuring Workgroups

When a call's priority is changed, its priority queue time will be reset to 0 and starts
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accumulating again. For example, caller A with priority 3 has been waiting in the
queue for 15 minutes and caller B with priority 2 waiting for 10 minutes. When caller
A is promoted to 2, the Priority Queue Time for the caller A is set to 0 and the caller
B will be answered first.
Promoted call priority can be carried to another MAXCS ACM system over VoIP tie
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trunk.
Creating and Configuring Workgroups
T
he Workgroup Configuration window provides for creating workgroups, setting their
attributes, and assigning group members. To open the Workgroup Configuration
window, select Call Center > Workgroup Configuration.
Figure 1. Workgroup Configuration window, General tab

Overview of Workgroup Configuration Window

These are the tabs in the Workgroup Configuration window:
General—create workgroup pilot numbers, group descriptions, service level
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threshold and call recording options.
Group Member—add or remove members from workgroups
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Business Hours—set business hours for workgroups
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Skill Based Routing—define skill levels and skill-based routing rules.
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Mail Management—set capacity and features options for extension mailboxes.
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Notification—set preferences and options for voice mail notifications.
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Call Handling—set call forwarding, call waiting, and call handling preferences and
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options.
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MAXCS ACM 6.5 Administration Manual