Quit Queue Option; Priority Promotion; Supervisor Queue Control - Altigen AltiWare ACM 5.2 Administration Manual

Chapter 22: Workgroup Configuration

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
•
AA—select the auto attendant to use. AAs are configured in AA Configuration on
•
the System menu.
Extension—select an extension from the drop-down list.
•
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.
•
Operator
•
Outside Number—this option is available if it is allowed in the Other Call
•
Restrictions option in the Restriction tab, as discussed in "Setting Other Call
Restrictions" on page 201.
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.
Forwarding calls to a pager is possible but not recommended since callers will
Note:
only hear what is heard when calling a pager and will not know to enter a
return phone number unless instructed.
App Ext—when used in conjunction with a third-party notification application, this
•
feature enables an extension to connect to an application that can receive the
notification event; use the drop-down list to choose the log-on extension to which
the third-party application is connected. Contact your local AltiGen dealer for more
information on using this feature.
Callback Interview—the System will record the caller's callback number and will
•
prompt the caller to record a message into the voice mail box of the workgroup.
This option is only available to external callers.
Note:

Priority Promotion

To prevent calls with lower priority staying in queue forever, causing high abandon rate,
or lowering service level, you can set priority promotion to enhance a caller's position in
queue. Check the box and enter the proper time interval in seconds.

Supervisor Queue Control

When the Allow Redirect Call/Change Priority check box is checked, this allows a
workgroup supervisor to redirect queue calls or change the call priority of queued calls,
using the AltiSupervisor application.
286
AltiWare ACM 5.2 Administration Manual