AltiGen MAXCS 7.0 Update 1 ACM Administration - Manual (Page 287)

Setting Call Handling Options
MaxCS 7.5 Administration Manual 271
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.
Set RNA Agent Not Ready Check Box
Select this option to have the system automatically set an agent’s extension in a workgroup to not ready if RNA
is encountered.
Number of Rings Before Handling
If you select Ring All Available Members in the Intra Group Call Distribution section, then specify the Number
of Rings before Handling
, using the scroll box beside that option. The number of rings is the total number of
times agents are rung before the call is handled by the Group RNA/Logout Handling configuration
Setting IntraGroup Call Distribution
The IntraGroup Call Distribution options let you set the handling of normal inbound calls: how to route the
incoming call to a workgroup agent, using one of the following options:
• Ring First Available Member – First available extension in a workgroup. For example, if there are three
member extensions in a workgroup, the call is always sent to the first member configured in the
workgroup. If this member is busy, the call goes to the second member configured and so forth.
• Ring Next Available Member – Around-robin method that attempts to evenly distribute calls among the
group members. This method sends the call to the next member configured in a workgroup (regardless of
whether the previous member is busy or not). In other words, if the previous call was sent to #3 in the
group, the present call is sent to #4, if #4 is not busy.
• Ring All Available Members – All extensions in a workgroup.
Note: When this option is enabled, a single workgroup can have no more than 20 members.
In addition, calls to the workgroup with this option enabled have higher priority than other workgroup
calls. Therefore, if an agent belongs to multiple workgroups, one of which has this option enabled, a call
to that workgroup will be processed first, regardless of Wait Time of calls in other workgroups which are
not set to Ring All.
If members are using IP extensions, the system will not use the IP codec channel during ringing all IP
phones. Only one codec will be used when a member of a workgroup answers the call.
• Ring Longest Idle Member – The agent who has the longest idle time, defined as follows:
• The agent needs to be in login state
• Idle time is calculated from the end of the last wrap-up event.
• If the agent does not have wrap-up time configured, the idle time is calculated from the end of last busy
state.
• Ring Average Longest Idle Member – The agent who averages being off the phone the longest:
• Average Idle Time = (Total Login Time – Total Talk Time) / Total Calls Handled