User guide

Chapter 11: Workgroup Configuration
AltiWare ACC 5.1 Administration Manual 199
– If the agent does not have wrap-up time configured, the idle time is calculated
from the end of last busy state.
Enable Single Call Handling for Agents
Check this check box to enable single call handling for workgroup agents.
Note: If single call handling is enabled and the agent has one or more calls on hold,
AltiWare Administrator will not distribute the call to this agent. If single call
handling is disabled, AltiWare Administrator will distribute calls to this agent even
when one or more calls are put on hold by this agent.
Handling Calls when Group Members Are RNA/Logged Out
You can set calls to forward to a specified destination when all group members either do
not answer the call (RNA) or are logged out. To do so, in the GroupRNA/Logout
Handling section of the Call Handling tab, check the Enable Forward to check box,
and select a destination from the drop-down list. The forwarding options are the same
as for “Forwarding All Calls” on page 197.
Queue Management
The Queue Management tab in Workgroup Configuration allows you to set options for
queue phrases and announcements, queue overflow routing and quit queue options.
Figure 7. Workgroup Configuration, Queue Management tab, Basic Queue Control
Setting Queue Phrase Options
For each workgroup, you can either use the system default phrases or you can set up a
custom configuration.
The default audio phrases are discussed in “Audio Peripheral Configuration” on page 68.