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Chapter 22: Workgroup Configuration
274 AltiWare ACM 5.1 Administration Manual
• Promoted call priority can carried be to another ACM system over VoIP tie trunk.
Creating and Configuring Workgroups
The 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:
• General—create workgroup pilot numbers, group descriptions, service level
threshold and call recording options.
• Group Member—add or remove members from workgroups
• Business Hours—set business hours for workgroups
• Skill Based Routing—define skill levels and skill-based routing rules.
• Mail Management—set capacity and features options for extension mailboxes.
• Notification—set preferences and options for voice mail notifications.
• Call Handling—set call forwarding, call waiting, and call handling preferences and
options.
• 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.