Table of Contents
Advertisement
•
Multiple Workgroup Log In and Log Out - lets group members
quickly log in and out of multiple groups.
•
Ready/Not Ready - members can also enable a "ready" (#90) or "not
ready" (#91) status to inform the system whether or not the agent is
able to receive the next call.
•
Skill-Based Call Distribution - the system administrator can define
different skill workgroups and then assign different skill levels for
agents for incoming calls, which will ring the lowest member agent
first, from 1 to 9. Levels 1 to 9 can also be described as proficiency for
a skill group for an agent.
•
Service Level Threshold - a time value for callers waiting in queues.
The performance statistics show when workgroup calls are queued for
longer than a prescribed value.
•
Workgroup Membership - groups can have up to 128 members.
•
Workgroup Monitoring - allows real-time monitoring of workgroup
information—trunk state, group status, call queue status, details of
group queue entries and agent status. Limited monitoring is available
through a group view window in ACM Admin or remotely through
AltiReach. Caller ID identifies agent calls as inbound or outbound,
internal or external.
•
Workgroup Call Routing - for special call handling applications,
incoming calls can be routed to a group. For automatic distribution,
calls can be distributed to the first available group member, or among
group members according to the following options:
— Ring First Available Member
— Ring Next Available Member
— Ring All Available Members
— Ring Longest Idle Member
— Ring Average Longest Idle Member
— Ring Fewest Answered Calls
— Ring Shortest Average Talk Time
— Skill-Based Routing
When all the members in a workgroup are busy, calls can be
overflowed to another workgroup or extension, directed to the
workgroup voice mail, to workgroup members voice mail, or placed in
AltiContact Manager Administration Manual
Overview
1-13
Advertisement
Table of Contents
Troubleshooting
