Setting Workgroup Handling - Altigen AltiWare OE/ACC Version 5.0A Administration Manual

Setting Workgroup Handling

For workgroup numbers, the Extension Configuration Answering window
lets you set the handling of normal inbound calls, and how to route the
incoming call to an extension, using one of the following options:
• Ring First Available Member—first available extension in a
workgroup. For example, if there are three member extensions in a
workgroup, the call is always sent to the first member configured in the
workgroup. 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 workgroup members.
This method sends the call to the next member configured in the
workgroup (regardless of whether the previous member is busy or not).
• Ring All Available Members—all extensions in a workgroup.
Note: When this option is enabled, a single workgroup 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
workgroup, the system needs to have at least 15 IP ports
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, regardless of whether the agent has been logged in to or
out of the workgroup.
• 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.
AltiWare OE System Installation & Administration Manual
Extension and Group Configuration
10-51