Creating and configuring workgroups, Overview of workgroup configuration window – AltiGen comm ACM 5.1 User Manual
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Chapter 5: Workgroup Configuration
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AltiWare ACM 5.1 Administration Manual
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Promoted call priority can carried be to another ACM system over VoIP tie trunk.
Creating and Configuring Workgroups
T
he Workgroup Configuration window provides for creating workgroups, setting their
attributes, and assigning group members. To open the Workgroup Configuration
window, select Call Center > Workgroup Configuration.
Figure 1. Workgroup Configuration window, General tab
Overview of Workgroup Configuration Window
These are the tabs in the Workgroup Configuration window:
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General—create workgroup pilot numbers, group descriptions, service level
threshold and call recording options.
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Group Member—add or remove members from workgroups
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Business Hours—set business hours for workgroups
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Skill Based Routing—define skill levels and skill-based routing rules.
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Mail Management—set capacity and features options for extension mailboxes.
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Notification—set preferences and options for voice mail notifications.
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Call Handling—set call forwarding, call waiting, and call handling preferences and
options.
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Queue Management—set queue phrases, overflow routing, queue announcements
and queue quit option.
Apply to Button
The Workgroup Configuration window often allows you to apply changes to a particular
workgroup or to select many workgroups to which to apply the changes.