AltiGen comm ACM 5.1 사용자 설명서

Chapter 22:  Workgroup Configuration

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AltiWare ACM 5.1 Administration Manual

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No Action 

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Disconnect 

4. Click OK or Apply.

The Queue Overflow tab allows for configuration of overflow conditions and actions.

Figure 15. Workgroup Configuration, Advanced Queue Management, Queue Overflow tab

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Overflow Conditions - select from any of the following check boxes (if all are 
checked, the conditions will be followed in order):

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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.

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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.

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Service level lower than - can be between 0 and 100%. This is the percentage 
of calls in queue longer than service level threshold.

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Action - select from one of the following options:

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Overflow existing call in the queue to (first in, first out)

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Overflow new incoming calls to (last in, first out)

When either is selected, use the drop-down list to select the overflow action:

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Voice Mail 

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Extension—select an extension from the drop-down list.

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Workgroup—select a workgroup from the drop-down list.

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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.

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Operator 

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Outside—type in the full prefix and phone number, preceded by the trunk or 
route access code, for example, 915102529712.