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To set options for workgroup RNA handling, select the Enable Forward
to check box, then, using the drop-down list, indicate the forwarding
destination. You can use Apply to to act on multiple workgroups, with the
restrictions discussed in the previous section. The forwarding options are
as follows:
•
To Voice Mail
•
To IVR—select the IVR number to use in the drop-down list under the
option. IVR settings are established in IVR... on the Management
menu.
•
To an Extension—select an extension from the drop-down list.
•
To a Group—select a workgroup from the drop-down list.
•
To a Custom App—when used in conjunction with a third party
notification application, this feature enables an extension to connect to
an application that can receive the notification event; use the drop-
down list to choose the log on extension to which the third party
application is connected. Contact your local AltiGen dealer for more
information on using this feature.
•
To an Outside Number—this option is available if it is allowed in the
Other Call Restrictions option in the Restriction window, as
discussed in "Setting Other Call Restrictions" on page 13-27. Also, see
"Outcall to Cellular or PCS Phone Numbers" on page 15-15.
If you choose Outside Number, select a trunk or route access code to
use in the small drop-down list on the left, and type in the full prefix
and phone number.
•
To the Operator
Note:
Forwarding calls to a pager is possible but not recommended
since callers will only hear what is heard when calling a pager and
will not know to enter a return phone number unless instructed.
Announce Agent Info
Enable this checkbox to have the system announce the agent's directory
name before an incoming workgroup call is transferred to an agent from the
queue.
Note:
When an extension (A) calls another extension (B), and is then
transferred to a workgroup with Announce Agent Info enabled,
only Ext. B will hear the agent announcement information.
AltiContact Manager Administration Manual
Workgroup Configuration
15-21
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Table of Contents
Troubleshooting
