AltiGen comm ACM 5.1 manual Adding or Removing Group Assignments, Setting Wrap-up Time

Chapter 15: Extension Configuration

Figure 4. Extension Configuration window, Group tab

Adding or Removing Group Assignments

You can assign an extension to a hunt group in the Huntgroup Configuration window and to a workgroup in the Workgroup Configuration window. Conversely, you can assign a hunt group or a workgroup to an extension in the Extension Configuration window.

To assign a group to the selected physical or virtual extension

1.On the Group tab, click the group number in the Not Member list.

2.Click the Add button to move it to the Member list.

Note: If a hunt group or workgroup is configured to Ring All Available Members, the maximum number of members is 20. See “Setting Call Handling Options” on page 258 for details.

To remove a group assigned to a physical or virtual extension

1.Click the group number in the Member list.

2.Click the Remove button. The group moves to the Not Member list.

Note: You can use Shift+click and Ctrl+click to select more than one group.

Setting Wrap-up Time

You can set the Wrap-up Time for the selected physical agent extension. This option doesn’t appear for a virtual extension or a non-agent extension. Wrap-up time is a system delay between the time an agent finishes a workgroup call and the time the next call is routed to the extension. It gives the agent time to finish up with notes, prepare for the next call, log out of the group, or click the “Wait” button in AltiAgent. You can set a wrap-up time of up to 29 minutes, 59 seconds.

To set the extension wrap-up time

1.Check the Allow Workgroup Wrap Up Time check box.

2.Using the drop-down lists, select the minutes and seconds for the delay. Be sure to set at least enough time (for example, 5 seconds) to allow an agent to click the “Wait” button in AltiAgent after putting the caller on hold and going onhook.

204AltiWare ACM 5.1 Administration Manual