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Chapter 22: Workgroup Configuration
AltiWare ACM 5.1 Administration Manual 293
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 drop-down list under the option.
• To a Group—select a group from the drop-down 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 215. Also, see “Outcall to Cellular or PCS Phone Numbers” on
page 290.
• If you choose Outside Number, select a trunk or route access code to use in the
small drop-down 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 drop-down list to choose the log-on extension
to which the third-party application is connected. Contact your local AltiGen dealer
for more information on using this feature.
• To Line Park—if configured, select a Line Park group from the drop-down 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.
Set RNA Agent Auto Logout Check Box
Select this option to have the system automatically log out an agent extension from a
workgroup if RNA is encountered.