User guide
Table Of Contents
- About This Manual
- Overview
- Technology Enhancements in Release 5.1
- SIP Implementation
- Multi-Site Enterprise Management - AltiEnterprise Manager
- Multi-Chassis Gateway Support (ACM only)
- Capacity Improvements
- Voice Processing New Features and Enhancements
- PBX New Features and Enhancements
- Call Center New Features and Enhancements
- Client Application New Features and Enhancements
- IP Phone New Features and Enhancements (IP600, IP710, IP705)
- Key System Features
- Technology Enhancements in Release 5.1
- Software Installation & License Registration
- Getting Around AltiWare Administrator 5.1
- System Configuration
- Setting General Parameters
- Setting a System Number Plan
- Setting Business Hours
- Routing Calls on Holidays
- Configuring System Speed Dialing
- Defining System Call Restrictions
- Creating Account Codes
- Setting up Call Reports
- Country-Relevant Settings
- Audio Peripheral Configuration
- Activity
- Feature Profiles
- CT-Bus Configurations
- Voice Mail Configuration
- Auto Attendant Configuration
- Board Configuration
- Using the Triton Resource Board
- Using the Triton MeetMe Conference Board
- Configuring the Quantum Board
- Configuring the Triton Analog Station Board
- Configuring the Triton Analog Trunk LS/GS and LS Boards
- Configuring the Triton VoIP Board
- Configuring the Triton T1/E1 Board
- Configuring Virtual Boards SIPSP and H323SP
- Configuring the MAX Board
- Configuring the Virtual MobileExt Board
- Trunk Configuration
- Trunks Out of Service
- Channel Identification
- Opening the Trunk Configuration Window
- Selecting Trunks to Set Attributes
- Configuring One or Multiple Trunks
- Setting General Trunk Attributes
- H323 Tie Trunk Properties
- SIP Tie Trunk Properties
- SIP Trunk Properties
- Triton T1/E1 Trunk Properties
- Triton Analog Trunk GS/LS Properties
- Quantum Trunk Properties
- Incoming Call Routing
- Outgoing Call Blocking
- In Call Routing Configuration
- Out Call Routing Configuration
- Extension Configuration
- Setting Up IP Extensions
- AltiGen IP Phone Configuration
- Mobile Extension Configuration
- Hunt Group Configuration
- Paging Group Configuration
- Line Park Configuration
- Workgroup Configuration
- Managing and Using MeetMe Conference
- Network Configuration Guidelines for VoIP
- Enterprise VoIP Network Management
- Understanding VoIP Bandwidth Requirements
- Opening AltiEnterprise Manager
- Setting VoIP Codec Profiles
- Assigning Codec Profiles to IP Addresses
- Defining IP Networks
- Defining the IP Dialing Table
- The Multi-site VoIP Domain
- Working with Servers in the VoIP Domain
- Managing VoIP Domain Users
- Configuring Global Least Cost Routing
- When Information May Be Out of Sync
- System Report Management
- Tools and Applications
- E1-R2 and E1 ISDN PRI Installations
- Required Service Parameters
- Network Ports
- Technical Support & Product Repair Services
- Troubleshooting
- Index
198 AltiWare ACC 5.1 Administration Manual
• Line Park - take the call out of the workgroup and forward it to a Line Park group.
Set RNA Agent Logout Check Box
Select this option to have the system automatically log out an agent extension from a
workgroup if RNA is encountered.
Number of Rings Before Handling
If you select Ring All Available Members in the Intra Group Call Distribution section,
then specify the Number of Rings before Handling, using the scroll box beside that
option. The number of rings is the total number of times agents are rung before the call
is handled by the Group RNA/Logout Handling configuration
Setting IntraGroup Call Distribution
The IntraGroup Call Distribution options let you set the handling of normal inbound calls:
how to route the incoming call to a workgroup agent, using one of the following options:
• Ring First Available Member—first available extension in a workgroup. For
example, if there are three member extensions in a workgroup, the call is always
sent to the first member configured in the workgroup. If this member is busy, the
call goes to the second member configured and so forth.
• Ring Next Available Member—a round-robin method that attempts to evenly
distribute calls among the group members. This method sends the call to the next
member configured in a workgroup (regardless of whether the previous member is
busy or not). In other words, if the previous call was sent to #3 in the group, the
present call is sent to #4, if #4 is not busy.
• Ring All Available Members—all extensions in a workgroup.
Note: When this option is enabled, a single workgroup can have no more than 20
members.
In addition, calls to the workgroup with this option enabled have higher
priority than other workgroup calls. Therefore, if an agent belongs to multiple
workgroups, one of which has this option enabled, a call to that workgroup
will be processed first, regardless of Wait Time of calls in other workgroups
which are not set to Ring All.
If members are using IP extensions, the system will not use the IP codec
channel during ringing all IP phones. Only one codec will be used when a
member of a workgroup answers the call.
• Ring Longest Idle Member—The agent who has the longest idle time, defined as
follows:
– The agent needs to be in login state
– Idle time is calculated from the end of the last wrap-up event.