AltiGen comm ACM 5.1 manual Workgroup Configuration, Workgroup Functionalities, System Features

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Workgroup Configuration

The workgroup is an automatic call distribution (ACD) feature designed to enhance customer service operations with queuing, distribution, agent management, real-time status, and call logging capability. The AltiGen system allows up to 64 groups to be configured, including workgroups, hunt groups, and paging groups.

When adding members to a workgroup, the following rules apply:

•Concurrent login agent seat license is required.

•One agent login to multiple workgroups requires only one license.

•Each workgroup can have up to 512 members configured.

•A maximum of 256 agents can log in to a workgroup at the same time.

•Per system, a maximum of 256 agent seat licenses can be registered.

•Per system, including all workgroups, a maximum of 1,280 logged-in agents are allowed. (Example: 128 agent seats registered in the system. 256 agents are configured in 10 workgroups but only 128 can be logged in at the same time. Each agent belongs to 10 workgroups. The system has reached the 1,280 logged-in agents limit.)

Workgroup Functionalities

The AltiGen system has the following workgroup functionalities:

System Features

•Call queuing and call distribution

•Define service level threshold and service level calculation methods

•Group busy/RNA/logout handling

•Queue position and expected queue time announcement

•Queue phrase management

•Queue overflow

•Quit queue options

•Workgroup voice mail with forwarding and notification functions

•Agent login/logout management with reason code

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