Chapter 22: Workgroup Configuration
302 AltiWare ACM 5.1 Administration Manual
• No Action
• Disconnect
4. Click OK or Apply.
Queue Overflow
The Queue Overflow tab allows for configuration of overflow conditions and actions.
Figure 15. Workgroup Configuration, Advanced Queue Management, Queue Overflow tab
• Overflow Conditions - select from any of the following check boxes (if all are
checked, the conditions will be followed in order):
– Calls in Queue exceed - can be between 0 and 150. This is the number of calls
in queue that will cause overflow. For example, 5 calls mean that once a queue
has 5 calls in queue, the system will forward the overflow calls according to a
specified action.
– Wait time longer than - can be between 0 and 200 minutes. This is the time
that a call must have been waiting in queue for the call to be overflowed.
– Service level lower than - can be between 0 and 100%. This is the percentage
of calls in queue longer than service level threshold.
• Action - select from one of the following options:
– Overflow existing call in the queue to (first in, first out)
– Overflow new incoming calls to (last in, first out)
When either is selected, use the drop-down list to select the overflow action:
• Voice Mail
• Extension—select an extension from the drop-down list.
• Workgroup—select a workgroup from the drop-down list.
• AA—select the auto attendant to use in the drop-down list under the option.
AAs are configured in AA Configuration on the System menu.
• Operator
• Outside—type in the full prefix and phone number, preceded by the trunk or
route access code, for example, 915102529712.
