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Workgroup Configuration
AltiContact Manager Administration Manual 15-23
15.Workgroup
Configuration
Queue Announcement
You can set up the system to announce a caller’s queue status—queue
position and average waiting time—when an incoming call enters a
workgroup queue. To enable this option, select Enable Announcement,
then select Queue Position and/or Average Waiting Time.
Note: If enabled, the system will prompt the current queue status when a
a new call enters the queue; also, average waiting time is not
announced for calls queued for less than 1 minute.
Queue Overflow Routing
The Queue Overflow Routing 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 are automatically
forwarded to an IVR, voicemail box, extension, group, application
extension, or operator.
To set options for handling call overflow:
1. In the Queue Overflow Handling field group, set options for:
• Queue call not to exceed X calls -(setnumberofcalls)
IMPORTANT!
If queue call is set to zero (0), queue overflow routing will always
be in effect.
• Expected waiting time longer than X minutes -(setminutes)
• Service level lower than X % - (set percent level)
You can set one, some or all of these.
Note: The expected waiting time is calculated by
(AverageCallHandleTime x PositioninQ + 59) / 60
AverageCallHandleTime = TotalWorkgroupCallDuration x
1.05 / (TotalCall x TotalLoginAgent)
DefaultAverageCallHandleTime is configurable from 1 to 600
seconds.
StartCalculationCallCount is configurable from 1 to 100 calls.
2. Set a call forwarding destination if the queue length, wait time or
service level settings are exceeded. If this option is not enabled, calls
will go to the workgroup’s voicemail.
- AltiContact Manager™ 1
- Version 4.6 1
- WARNING! 2
- TRADEMARKS 2
- Contents 3
- PPENDIX A 13
- PPENDIX B 13
- PPENDIX C 13
- Liability & Warranty 15
- Service Requirements 16
- Disruption of Network 17
- Seguridad 18
- Sicherheit 19
- DANGER/PELIGRO 21
- DANGER/GEFAHR 22
- ISA bus ISA bus 23
- B1 B10 B31 23
- Host Computer/Wirtsrechner 25
- UL Hardware Preparation 30
- Preparación del Equipo UL 31
- Warranty 33
- Effect of State Law 34
- Sales Outside the U.S.A 34
- Preface: About This Manual 35
- Related Publications 37
- Overview 39
- Call Center/IP PBX Features 44
- IVR Features 53
- AltiGen Voice Mail Features 54
- Internet Integration Features 56
- T1/PRI/E1 Features 59
- Voice over IP Features 60
- AltiWare Tools 63
- Optional Add-On Software 63
- Optional Add-On Products 64
- Optional Kits 64
- Operating Environment 67
- Quantum Board 68
- Triton Analog Extension Board 69
- Triton Analog Trunk Board 70
- Triton VoIP Board 71
- Triton T1/PRI Board 71
- Triton Resource Board 72
- AltiGen Board Options 73
- System Limitations 75
- Power Requirements 76
- Heat Factor 77
- Installing a Cooling Fan 77
- Betriebsbedingungen 80
- Software License Activation 87
- Registration 89
- Manual Online Registration 90
- Upgrades 91
- Lost Licenses 92
- New Installation 93
- To Begin New Installation 94
- AltiDB Backup 96
- Upgrading AltiWare OE 100
- To Begin Upgrade 101
- Software Installation 103
- License Activation and 111
- Registration Process 111
- Windows Emergency Repair Disk 127
- Systems 127
- Running ACM Administrator 128
- Changing or Adding Hardware 129
- Another Server Chassis 129
- AltiContact Manager Uninstall 130
- 3.Software 131
- Installation 131
- Getting Around ACM 133
- Administrator 133
- The Main Menu 135
- Quick Access Toolbar 135
- The View Windows 137
- Agent Extension View Window 138
- Trunk View Window 139
- Workgroup View Window 140
- Call Log View Window 141
- Setting the Refresh Interval 142
- Changing the Password 143
- System Configuration 145
- Setting General Parameters 146
- 5.System 147
- Configuration 147
- Setting a System Number Plan 148
- Accessing the Number Plan 149
- Trunk Access 151
- Feature Access 151
- IP Trunk Access 151
- Route Access 151
- Setting Business Hours 152
- Routing Calls on Holidays 153
- Editing Speed Dial Entries 156
- Locking Attacked Extensions 158
- Blocking All Outgoing Calls 158
- Restricting Tie Trunk Calls 159
- Setting up Call Reports 160
- Example: 163
- Using a Tenant Table 166
- Configuring the Tenant Table 167
- Modifying the Tenant Table 168
- Country Relevant 169
- CT-Bus Clock Configuration 170
- Announcements 172
- To play music from a file: 173
- Configuring Overhead Paging 174
- Board Configuration 175
- Configuring the Quantum Board 176
- Configuration window 178
- 6. Board 179
- LS Boards 180
- Features 182
- Port Specifications 183
- Poor Voice Quality 184
- Cannot Make a Connection 184
- Service Parameters for T1 186
- Service Order Code 187
- CSU/DSU Requirements 187
- Service Parameters for PRI 188
- Reading the Status Messages 191
- Error Message Meaning Action 192
- Reading the Statistics 193
- T1 Clocking 195
- Selecting Span Types 198
- Setting the NSF 199
- AltiGen T1Socket (RJ-48) 200
- Pin1=ReceiveRing(INPUT) 200
- Pin 2=Receive Tip (INPUT) 201
- Pin 4=Transmit Ring (OUTPUT) 201
- Pin 5=Transmit Tip (OUTPUT) 201
- Trunk Configuration 203
- 7. Trunk 205
- Quantum Trunk Properties 208
- • 600 OHMs (domestic setting) 214
- DID/DNIS 221
- #. It then waits 1 221
- Incoming Call Routing 222
- Outgoing Call Blocking 223
- Voice Mail Configuration 225
- 8.VoiceMail 227
- Creating Distribution Lists 229
- Defining a Distribution List 230
- VoIP Configuration 231
- Defining the IP Dialing Table 232
- Defining Remote Locations 233
- Setting VoIP Codecs 235
- WAN Bandwidth 239
- WAN Router Configuration 239
- Firewall Configuration 240
- Network Using NAT 240
- Private IP address 243
- Address) 245
- Figure 7. AltiWare behind NAT 247
- Figure 9. AltiWare with VPN 251
- Firewall Considerations 254
- Adding Route Definitions 261
- Editing a Route Definition 261
- Deleting a Definition 262
- 10. Out Call Routing 265
- Editing a Dialing Pattern 266
- Deleting a Pattern 266
- Example: 10-Digit Dialing 266
- Canada Countries 267
- IVR Configuration 271
- Example: IVR Planning 272
- Auto Attendant 273
- Adding IVRs 274
- Editing IVRs 275
- Configuring Menu Items 276
- Collecting Digits 278
- Figure 3. Collect digits 279
- Phrase Management 280
- Recording Custom Phrases 281
- CallCenter Configuration 283
- Caller ID Routing 284
- DNIS Routing 285
- Agent Logout Reason Codes 287
- Call Recording 288
- Agent Configuration 291
- Apply To Button 292
- Setting up Extensions 293
- Adding New Extensions 294
- Forced Account Code 296
- Setting an IP Extension 298
- Setting the Line Properties 300
- Phone Display Options 304
- Setting Up Groups 305
- Setting Wrapup Time 306
- Setting Inter Call Delay 306
- Setting the Mailbox Options 309
- Disabling a Mailbox 310
- SMTP/POP3 Setting 310
- Mail Forwarding Options 310
- Parameter Description 311
- Setting Mailbox Capacities 312
- Setting Notification Timing 315
- Enabling Message Notification 315
- Setting Answering Options 318
- Forwarding All Calls 319
- Enabling “Do Not Disturb” 320
- Handling Busy Calls 320
- Setting Call Waiting Options 321
- Handling Unanswered Calls 321
- Enabling One Number Access 322
- Disabling One Number Access 324
- Using a Password Verification 324
- Setting Up Monitor Lists 325
- Configuring a Monitor List 326
- To add members to the list: 327
- To remove members: 327
- Feature Tips 328
- What is a Huntgroup? 329
- Huntgroups vs. Workgroups 329
- Apply to Button 330
- Setting Up Huntgroups 331
- Adding a Huntgroup 332
- Setting Call Restrictions 333
- Adding or Removing Members 335
- Automatic Log In/Out 338
- Huntgroup Configuration 339
- Setting Email Options 340
- Setting Call Handling Options 345
- Setting Huntgroup Handling 349
- Group RNA Handling 349
- Workgroup Configuration 353
- Creating a Workgroup 354
- Skill Setting Assignment 360
- Setting Workgroup Handling 371
- Announce Agent Info 373
- Queue Management 374
- Queue Announcement 375
- Queue Overflow Routing 375
- Queue Quit Option 376
- Callback Interview Option 377
- Setting Up IP Extensions 379
- System Requirements 380
- AltiAdmin 381
- IP Extension Log In/Log Out 388
- Application Extension 389
- Application Extension Setup 390
- Application Failover Plan 391
- Application Information 392
- System Data Management 393
- Backing up Files 394
- Scheduling Backups 395
- Restoring Backed up Files 396
- System Report Management 397
- System Log 398
- Protocol 401
- Transport Protocols 401
- Network Address 402
- Local Address 403
- Mixed-Media Messaging 403
- Before You Begin 404
- Step 2: Setup the Router 405
- Data and Internet Integration 407
- Setting up an Exchange Server 410
- Prerequisites 411
- To verify AltiGen Services: 412
- Exchange Server Prerequisites 413
- Exchange Server Configuration 415
- Figure 12. Outlook Tools menu 419
- Figure 13. Outlook Options 419
- Figure 15. Outlook Services 420
- To Test the configuration: 421
- Enabling the Exchange Server 422
- Troubleshooting Tips 425
- To delete old profiles: 426
- To check the domain: 428
- !Microsoft 432
- 21. Data and Internet 435
- Integration 435
- About AltiReach Configuration 436
- Using AltiReach 437
- AltiWeb Components 439
- Installing AltiWeb 440
- AltiWeb Directory Structure 441
- Applet Subdirectory Files 441
- Tagging Pages for URL History 443
- Figure 6. The AltiWeb window 445
- To alter form data: 447
- Figure 8. Contact.htm page 448
- Figure 10. Customer ID window 450
- Figure 11. Product ID window 450
- Customizing Contact.htm 451
- Configuring IVR 454
- Troubleshooting 457
- Uninstalling AltiWeb 458
- AltiWeb Security 458
- Enable Real-Time Scan 459
- Using TAPI 461
- Installing TAPI Services 462
- Work/Hunt Group Converter 465
- Configuration Reader 467
- Extension Checker 468
- To use Extension Checker: 469
- MVIP Test Tool 470
- AltiDBReader 471
- DINA Manager 475
- To Install Basic Call Router: 477
- Basic Call Router 478
- Creating Customer Records 480
- Viewing Call Router History 482
- Call Route Request Data 483
- Call Route Response Data 483
- Show Monitor 484
- Call Router Advanced 485
- Creating Route Rules 489
- Show Workgroup Status 494
- Building SQL Queries 496
- Queue Announcements 497
- 25.CallRouter 499
- Testing Call Router 504
- Testing SQL Server Database 506
- CDR Data Schema 510
- Table 1: CDR Call Format 511
- Table 2: CDR Logon-Off Format 514
- Table 3: CDR Wrap-Up Format 515
- RTM Data Schema 517
- Table 4: RTM Data Format 518
- SMDR Reporting Format 523
- Extension Calls Out Format: 524
- From Extension A 524
- From Trunk B 525
- E1 R2 CAS Installation 527
- Step 2: Data Link Layer 528
- Step 3: Signaling Layer 529
- B. E1 R2 CAS 531
- Product Repair Services & 535
- Technical Support 535
- Repair and Replacement 536
- Repair Service Offerings 537
- (Standard or Advanced) 538
- Advanced Replacement Orders 539
- What You Must Do 539
- What You Will Receive 539
- How to Ship Units for Repair 539
- Terms and Conditions 540
- C. Product Repair & 541
- RMA Form 542
- Glossary 545
- Mail System 554
- Readers Comment Form 575
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