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Chapter 22: Workgroup Configuration
Expected Wait Time Sampling
To calculate Expected Queue Time, the system needs to take samples when a workgroup
starts operation. You can set the following parameters to set a sampling period and a
fixed Expected Queue Time announcement during sampling period. The expected queue
time counter is reset for all workgroups daily at midnight.
Initial Expected Wait (Queue) Time [1 to 10 minutes] - This field defines the
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expected queue time to be announced during the sampling period.
Initial Sample Call Count [1 to 100] - How many calls you would like to use as
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initial samples.
Queue Overflow Forwarding
The Queue Overflow Forwarding options are for handling long queues or long wait times
for callers. When a queue exceeds a set number of calls, or callers are waiting beyond a
set length of time, calls can be automatically forwarded to a voicemail box, AA,
extension, group, operator, or outside number.
To set options for handling queue overflow:
1. In the Queue Overflow Forwarding section, set options for:
Calls in queue exceed - when the number of calls in queue are greater than the
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defined number, new incoming calls will be overflowed to the defined target.
Expected queue time longer than - when the longest queue time is greater
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than the specified number of minutes, new incoming calls will be overflowed to
the defined target.
2. Check the Enable Forward to check box and from the drop-down list, select the
forwarding destination list to use if the queue length, wait time or service level
settings are exceeded. If this option is not checked, calls will go to the workgroup's
voicemail.
Quit Queue Option
The quit queue feature gives a caller the option of leaving a workgroup queue at any
time by pressing # and/or 0. To enable this feature, check either or both of the Enable
Quit Queue Options, then use the appropriate Forward to drop-down list to select the
option the caller will have:
Voice Mail
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AA—select the auto attendant to use. AAs are configured in AA Configuration on
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the System menu.
Extension—select an extension from the drop-down list.
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If the forwarding extension is busy when a caller quits a queue, the call will
Note:
go to this extension's voice mail.
Group—select a workgroup from the drop-down list.
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Operator
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Outside Number—this option is available if it is allowed in the Other Call
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Restrictions option in the Restriction tab, as discussed in "Setting Other Call
Restrictions" on page 203.
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.
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AltiWare ACC 5.2 Administration Manual
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Table of Contents
Troubleshooting
