AltiGen MAXCS 7.0 Update 1 ACM Administration - Manual (Page 286)

Chapter 22: Workgroup Configuration
270 MaxCS 7.5 Administration Manual
• Group Voice Mail
• 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 workgroup 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 below 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 268.
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 workgroup 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 workgroup queue.
• Extension – Take the call out of the workgroup and forward it to an extension.
• Group – Take the call out of workgroup and forward it to another group.
• Group Voice Mail – Transfer the caller to the workgroup voice mail when the first available agent does
not answer the call.
• Member Voice Mail – Transfer the caller to the first available agent's voice mail if this agent does not
answer the call.
• AA – Take the call out of the workgroup and forward it to an auto attendant.
• Line Park – Take the call out of the workgroup and forward it to a Line Park group.