AltiGen comm ACM 5.1 Quit Queue Option, Priority Promotion, Supervisor Queue Control, Voice Mail

Chapter 22: Workgroup Configuration

Quit Queue Option

The quit queue feature gives a caller the option of leaving a workgroup queue at any time by pressing # and/or 0. To enable this feature, check either or both of the Enable Quit Queue Options, then use the appropriate Forward to drop-down list to select the option the caller will have:

•Voice Mail

•AA—select the auto attendant to use. AAs are configured in AA Configuration on the System menu.

•Extension—select an extension from the drop-down list.

Note: If the forwarding extension is busy when a caller quits a queue, the call will go to this extension’s voice mail.

•Group—select a workgroup from the drop-down list.

•Operator

•Outside Number—this option is available if it is allowed in the Other Call Restrictions option in the Restriction tab, as discussed in “Setting Other Call Restrictions” on page 215.

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.

Note: Forwarding calls to a pager is possible but not recommended since callers will only hear what is heard when calling a pager and will not know to enter a return phone number unless instructed.

•App Ext—when used in conjunction with a third-party notification application, this 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.

•Callback Interview—the System will record the caller’s callback number and will prompt the caller to record a message into the voice mail box of the workgroup. Note: This option is only available to external callers.

Priority Promotion

To prevent calls with lower priority staying in queue forever, causing high abandon rate, or lowering service level, you can set priority promotion to enhance a caller's position in queue. Check the box and enter the proper time interval in seconds.

Supervisor Queue Control

When the Allow Redirect Call/Change Priority check box is checked, this allows a workgroup supervisor to redirect queue calls or change the call priority of queued calls, using the AltiSupervisor application.

AltiWare ACM 5.1 Administration Manual 299