AltiGen comm ACM 5.1 manual Creating and Configuring Workgroups

Chapter 22: Workgroup Configuration

•Promoted call priority can carried be to another ACM system over VoIP tie trunk.

Creating and Configuring Workgroups

The Workgroup Configuration window provides for creating workgroups, setting their attributes, and assigning group members. To open the Workgroup Configuration window, select Call Center > Workgroup Configuration.

Figure 1. Workgroup Configuration window, General tab

Overview of Workgroup Configuration Window

These are the tabs in the Workgroup Configuration window:

•General—create workgroup pilot numbers, group descriptions, service level threshold and call recording options.

•Group Member—add or remove members from workgroups

•Business Hours—set business hours for workgroups

•Skill Based Routing—define skill levels and skill-based routing rules.

•Mail Management—set capacity and features options for extension mailboxes.

•Notification—set preferences and options for voice mail notifications.

•Call Handling—set call forwarding, call waiting, and call handling preferences and options.

•Queue Management—set queue phrases, overflow routing, queue announcements and queue quit option.

Apply to Button

The Workgroup Configuration window often allows you to apply changes to a particular workgroup or to select many workgroups to which to apply the changes.

274AltiWare ACM 5.1 Administration Manual