Handling busy calls, Forwarding all calls, Handling unanswered calls – AltiGen MAXCS 7.0 Update 1 ACM Administration User Manual
Page 255
Setting Call Handling Options
MaxCS 7.5 Administration Manual 239
Handling Busy Calls
You have several options for handling calls while the agents in a hunt group are busy. If you do not enable
busy call handling, the caller simply hears a busy signal.
To enable the options, check the Enable Busy Call Handling check box, then select from the following
forwarding options:
•
Group Queue
– The caller will stay in the hunt group queue waiting for any agent to become available. If
there is no agent logged in at this moment, the system will use Group Logout Handling to handle this call.
•
Group Voice Mail
– The caller will be forwarded to the hunt group voice mail box when all agents are busy
•
AA
– Forward caller to an auto attendant.
•
Extension
– Forward caller to an extension.
•
Group
– Forward caller to another group.
•
Line Park
– Forward caller to a Line Park group.
Forwarding All Calls
When you do not want the hunt group to handle any calls, check the Enable Forward To option in the Forward
All Calls section of the Call Handling tab, and select an option.
The forwarding options are as follows:
•
To Voice Mail
•
To an Extension – Select an extension number in the drop-down list.
•
To AA – Select the AA to use in the list under the option.
•
To a Group – Select a group from the list.
•
To the Operator
•
To an 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 194. Also, see “Outcall to
Cellular or PCS Phone Numbers” on page 237.
•
If you choose Outside Number, select a trunk or route access code to use in the small list on the left, and
type in the full prefix and phone number.
•
To an App Ext – When used in conjunction with a third-party notification application, the App Ext feature
enables an extension to connect to an application that can receive the notification event; use the list to
choose the log-on extension to which the third-party application is connected. Contact your local AltiGen
Partner for more information on using this feature.
•
To Line Park – If configured, select a Line Park group from the list.
Handling Unanswered Calls
The Enable No Answer Handling configuration provides options for handling calls when the system rings the
first available agent and the call is not answered. If all agents in the hunt group are rung and no one answers
the call, the system will use the Group RNA/Logout Handling rule. Enable No Answer Handling is not
available if Intra Group Call Distribution is set to Ring All Available Members.
To configure this option, check the Enable No Answer Handling box.
Select one of the following forwarding options for no answer call handling:
•
Next Group Member
– Ring the next available agent until all available agents are rung. If all agents are
busy, caller will stay in the hunt group queue.
•
Extension
– Take the call out of the hunt group and forward it to an extension.