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available at any given time.
In addition, calls to workgroups that have 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 picked up
before others, regardless of its Wait Time in the queue.
•
Ring Longest Idle Member—the agent who has been off the phone
the longest.
•
Enable Single Call Handling—select this check box to enable single
call handling for workgroup agents.
Group RNA Logout (Ring No Answer) Handling
You have several options for handling calls when a group agent's extension
is rung and there is no answer.
Note:
If an incoming call encounters RNA for every agent in the group
AND No Answer Call Handling is set to "Forward to Next
Member", the call will be forwarded according to these settings. If
you do not set options here, the call will go to the group's voice
mail after ringing all agents.
To set options for group RNA logout 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 groups, with the
restrictions discussed in the previous section. The forwarding options are
as follows:
•
To Auto Attendant—select the Auto Attendant number to use in the
drop-down list under the option. Auto Attendant settings are
established in Auto Attendant... in the main menu.
•
To Voice Mail
•
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 10-39. Also, see
"Outcall to Cellular or PCS Phone Numbers" on page 10-36.
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 an Extension—select an extension from the drop-down list.
AltiWare OE System Installation & Administration Manual
Extension and Group Configuration
10-49
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Table of Contents
Troubleshooting
