Queue Management - Altigen AltiContact Manager Version 5.0A Administration Manual

Queue Management

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.
Inter Workgroup Call Distribution
In the case where an agent belongs to multiple workgroups, queued calls in
two or more of these workgroups, as soon as the agent becomes available,
queued calls in each workgroup to be distributed to this agent is determined
by this setting.
This field is used to calculate the score of each call in a workgroup's queue.
Depending on the calls assigned priority and the skill of the agent that is
available, the score will determine which workgroup's call gets answered
first. The call with the highest score is answered first. Workgroup queue
calls that are assigned a higher priority and skill weight value will take
precedence over calls in other workgroups. Use the up/down arrows to
increase or decrease the weight values for Priority and Skill values.
The first box is the weight for agent skill in a workgroup. The second box
is the weight for priority of a queued call. The score is calculated as (10 -
skill level) x weight for agent skill + (10 - queued call priority) x weight for
call priority. In the case where the agent's skill takes precedence, the
weight for call priority can be set to zero. In the case where call priority
takes precedence, the weight for agent skill can be set to zero.
Queue Management
The Queue Management tab in Workgroup Configuration allows you to
set options for queue phrases and announcments, queue overflow routing
and queue quit options. Options become enabled depending on the Queuing
Control selected—Basic, Advanced and Application Extension.
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