AltiGen comm ACM 5.1 manual Setting Call Restrictions, Service Level Threshold

Chapter 22: Workgroup Configuration

•DID Number—each workgroup can be assigned a DID number. This number does not have a fixed length, but the length must be long enough (range 2–16) for the system to match the DID incoming call.

•Enable Dial-By-NameService—check this box to allow callers to search the list by employee name for this workgroup extension.

•Description—describe the purpose of this workgroup.

Setting Call Restrictions

The call restriction rules on the General tab apply to users making outbound calls from within voice mail and several workgroup settings. These settings do not impact the call restriction settings configured for the workgroup member's extension in Extension Configuration.

•Allow Calls to be Transferred or Conferenced to an Outside Number—when checked, the internal extension user can log into this workgroup voice mail, make a call to a second party, then transfer or conference to a third party.

•Allow User to Configure Forwarding, Notification, and Reminder Call to an Outside Number—This setting regulates workgroup call forwarding, voice mail notification, and reminder call configuration. If this setting is not checked, you will see a warning message pop up when trying to set up forwarding to an outside number. International calls are not allowed if the fourth option is not checked.

•Allow Outside Caller to Make or Return Calls from within Group's VM System—when checked, an outside caller can dial into the system, log in to workgroup voice mail, and make or return calls from the group's voice mail (Zoomerang feature). International calls are not allowed if the fourth option is not checked.

•Allow Outside Caller to Make or Forward International Calls from within the Group's VM system—This setting regulates making international calls from voice mail and forwarding to an international number.

Caution! Allowing any of these options may increase the potential for toll fraud. Make sure the password is properly configured to prevent an intruder from using this voice mail box to make an outbound call. AltiGen recommends that you leave the fourth option unchecked for all workgroups at all times.

Service Level Threshold

The Service Level Threshold scroll box allows you to select the length of time in seconds that a call can be in queue before the call is logged in workgroup performance statistics as having exceeded the allowable service level limits. You can set the value to any number between 1–1200 seconds.

Service level is a service quality index which calculates the percentage of calls serviced within a defined threshold for the defined period of time. The term "serviced" may not necessarily mean answered. You can define the calculation method based on your operation requirements. The service level percentage is calculated from midnight 00:00 a.m. and is reset daily. The calculated number will be outputted to the AltiAgent and AltiSupervisor application.

276AltiWare ACM 5.1 Administration Manual