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Chapter 22: Workgroup Configuration
286 AltiWare ACM 5.1 Administration Manual
Example 2: Coverage rule is Equal or Higher and Enable SKLR Escalation is checked.
The above configuration means:
1. When a caller with SKLR 9 waiting is in queue for 30 seconds, the caller's SKLR will
be changed to 8. Agents with skill level 8 and 9 are able to handle the call.
2. If the caller stays in queue for more than 60 seconds, the caller's SKLR will be
changed to 7. Agents with skill level 7, 8, and 9 are able to handle the call.
3. If the caller stays in queue for more than 90 seconds, the caller's SKLR will be
escalated to 1 because all other escalation wait times are set to 0 seconds. The call
will be distributed to any idle agent in the workgroup.
Setting Workgroup Mail Management
The Mail Management settings define how voice messages are handled for a workgroup,
including how messages are announced and processed, and how much capacity is
allotted to message storage.
To work with mail management settings, click the Mail Management tab, and select
the workgroup number you want to work with from the Group List.