AltiGen MAXCS 7.0 Update 1 ACM Administration - Manual (Page 295)

Application Extension Queue Control
MaxCS 7.5 Administration Manual 279
– 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 list to select the overflow action:
• Voice Mail
• Extension – Select an extension from the list.
• Workgroup – Select a workgroup from the list.
• AA – Select the auto attendant to use in the 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.
Application Extension Queue Control
When you select Application Extension in the Queue Control panel on the Queue Management tab (and
an Application Extension is already configured), use the list to select the desired Application Extension. For
more information on configuring an application extension, refer to “Application Extension Configuration” on
page 105.
Figure 164. Workgroup Configuration, Queue Management tab, Application Extension Queue Control