AltiGen comm ACM 5.1 manual Call Routing Configuration

Chapter 13: In Call Routing Configuration

Within each of these three time slots, you have the following routing options for incoming calls:

•Route to a particular extension selected in the drop-down list

•Route to a particular auto attendant selected in the drop-down list

•Route to the operator

Also, you can set additional routing attributes based on:

•Holiday Profile—routes incoming calls based on Holiday Profiles configured in the System Configuration window (see “Routing Calls on Holidays” on page 62)

•Business Hours Profile—routes incoming calls based on Business Hours Profiles configured in the System Configuration window (see “Setting Business Hours” on page 60). During Business Hours, Outside Business Hours and Non Working Day are defined and selected by the Business Hours profile.

•Set Call Priority—lets you assign a call priority from 1-9 to the selected DNIS number. The highest priority is 1, the lowest priority is 9.

•Set Call SKLR—for workgroup-directed calls. Lets you assign a skill level requirement from 1-9 to the selected DNIS number. This setting tells the system to match the call to an agent’s skill level setting. (Setting an agent’s skill level is explained in “Setting Up Skill Based Routing” on page 282.)

•Language Setting—lets you specify that callers who dialed the selected number will hear prompts in the language you set here. This field will have choices only if you added sets of prompts according to the instructions in “Multilingual Configuration” on page 103.

AltiWare ACM 5.1 Administration Manual 179