AltiGen comm ACM 5.1 Setting Up Skill Based Routing, Parameter Description After Hours, Handling

Chapter 22: Workgroup Configuration

Parameter	Description
After Hours/	• For each day of the week, select a
Non-Workday	Forward To option for call handling after
Handling	hours or for non-workdays:
	• To Voice Mail
	• To AA—select the auto attendant to use
	in the drop-down list under the option.
	AAs are configured in the AA
	Configuration window, available from the
	System menu.
	• To an Extension—select an extension
	from the drop-down list.
	• To a Group—select a group from the
	drop-down list.
	• To the Operator
	• To an Outside Number—if you choose
	Outside Number, select a trunk or route
	access code to use in the small drop-
	down list on the left, and type in the full
	prefix and phone number.
	• To an App Ext—when used in conjunction
	with a third party notification application,
	the App Ext feature enables an extension
	to connect to an application that can
	receive the notification event; use the
	drop-down list to choose the log- on
	extension to which the third party
	application is connected. Contact your
	local AltiGen dealer for more information
	on using this feature.
Logout All Agents	For each day of the week, you can select up
At	to three time periods for the system to
	automatically log out agents.

Setting Up Skill Based Routing

If you want to set up skill-based routing, you can more closely match a customer’s call to an agent who has the skills needed to handle that customer’s issue. Skill-based routing can increase customer issue resolution on the first call, lower the abandoned call rate, and in turn increase customer satisfaction.

282AltiWare ACM 5.1 Administration Manual