AltiGen comm ACM 5.1 manual Queue Overflow, No Action Disconnect

Chapter 22: Workgroup Configuration

•No Action

•Disconnect

4.Click OK or Apply.

Queue Overflow

The Queue Overflow tab allows for configuration of overflow conditions and actions.

Figure 15. Workgroup Configuration, Advanced Queue Management, Queue Overflow tab

•Overflow Conditions - select from any of the following check boxes (if all are checked, the conditions will be followed in order):

–Calls in Queue exceed - can be between 0 and 150. This is the number of calls in queue that will cause overflow. For example, 5 calls mean that once a queue has 5 calls in queue, the system will forward the overflow calls according to a specified action.

–Wait time longer than - can be between 0 and 200 minutes. This is the time that a call must have been waiting in queue for the call to be overflowed.

–Service level lower than - can be between 0 and 100%. This is the percentage of calls in queue longer than service level threshold.

•Action - select from one of the following options:

–Overflow existing call in the queue to (first in, first out)

–Overflow new incoming calls to (last in, first out)

When either is selected, use the drop-down list to select the overflow action:

•Voice Mail

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

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

•AA—select the auto attendant to use in the drop-down list under the option. AAs are configured in AA Configuration on the System menu.

•Operator

•Outside—type in the full prefix and phone number, preceded by the trunk or route access code, for example, 915102529712.

302AltiWare ACM 5.1 Administration Manual