AltiGen comm ACM 5.1 사용자 설명서

Chapter 22:  Workgroup Configuration

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AltiWare ACM 5.1 Administration Manual

If you want to set up skill-based routing, you can more closely match a customer’s call 
to an agent who has the skills needed to handle that customer’s issue. Skill-based 
routing can increase customer issue resolution on the first call, lower the abandoned call 
rate, and in turn increase customer satisfaction.

• For each day of the week, select a 

Forward To option for call handling after 
hours or for non-workdays:

• To Voice Mail
• To AA—select the auto attendant to use 

in the drop-down list under the option. 
AAs are configured in the AA 
Configuration window, available from the 
System menu.

• To  an  Extension—select an extension 

from the drop-down list.

• To  a  Group—select a group from the 

drop-down list.

• To  the  Operator
• To  an  Outside Number—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.

For each day of the week, you can select up 
to three time periods for the system to 
automatically log out agents.