Table of Contents
Advertisement
Setting Answering Options
Enabling RNA/Logout Handling
This "Ring No Answer" check box option is available only to workgroups,
and only when Enable No Answer Handling is selected. When an agent
is rung and there is no answer, that member's extension is automatically
logged out of the workgroup.
RNA Agent Not Ready Checkbox
Select this option to have the system automatically set an agent's extension
in a workgroup to not ready if RNA is encountered.
Setting Huntgroup Handling
For huntgroup numbers, the Extension Configuration Answering window
lets you set the handling of normal inbound calls: how to route the
incoming call to an extension, using one of the following options:
•
Ring First Available Member—first available extension in a
huntgroup. For example, if there are three member extensions in a
huntgroup, the call is always sent to the first member configured in the
huntgroup. If this member is busy, the call goes to the second member
configured and so forth.
•
Ring Next Available—an automatic call distribution method that
attempts to evenly distribute calls among the huntgroup members. This
method sends the call to the next member configured in the huntgroup
(regardless of whether the previous member is busy or not).
•
Ring All Available Members—all extensions in a huntgroup.
Note: When this option is enabled, a single huntgroup can have no
more than 20 members set to Ring All. If members are using IP
extensions, the system will require an equal or greater number
of available IP ports than the number of IP extensions. For
example, with 15 IP extensions set to Ring All in a single
huntgroup, the system needs to have at least 15 IP ports
available at any given time.
In addition, calls to huntgroups that have this option enabled
have higher priority than other huntgroup calls. Therefore, if an
agent belongs to multiple huntgroups, one of which has this
option enabled, a call to that huntgroup will be picked up
before others, regardless of its Wait Time in the queue.
10-50 AltiWare OE System Installation & Administration Manual
Advertisement
Table of Contents
Troubleshooting
