AltiGen comm ACM 5.1 Menu Selection, Use Default System Phrases Queue Position Expected Wait Time

Chapter 22: Workgroup Configuration

1.Select any of the following check boxes:

•Use Default System Phrases

•Queue Position

•Expected Wait Time

2.If you are not using default system phrases, use the drop-down lists to select the Greeting Phrase and Update Phrases that will be played to callers in queue.

3.Select the Update Interval (0 to180 seconds) to be inserted between queue phrases.

Note: If the interval is set to 0, the system will play phrases one after the other without music in between.

4.Click OK or Apply.

Menu Selection

The Menu Selection tab allows for configuration of a voice menu selection that can be made available to callers in queue. When a workgroup queue is controlled by the Advanced Queue Management application, calls in queue will hear a menu prompt. The menu will allow callers to take certain actions based on digit input, and callers can also hear one or more phrases associated with the actions.

Figure 14. Workgroup Configuration, Advanced Queue Management, Menu Selection tab

To set up the Menu Selection:

1.In the Digits field, select 0 - 9, # or *.

2.For the highlighted digit, select a Prompt from the phrase list and click Add. You can add one or more prompts, then use the Up or Down buttons to determine the order in which the prompts are played.

3.Use the drop-down list to select one of the following actions:

•Transfer to Extension/Other Group

•Transfer to AA

•Transfer to Operator

•Transfer to Outside Number

•Transfer to Group VM

•Play prompts

AltiWare ACM 5.1 Administration Manual 301