AltiGen MAXCS 7.0 Update 1 ACM Administration - Manual (Page 33)

Enhancements Included in Release 6.0
MaxCS 7.5 Administration Manual 17
the agent finishes an outbound call or other non-workgroup call activity.
Login/Logout/Keep Login Status on system startup or reboot - all group members can be set to the
“Login” or “Logout” state at system startup or reboot. By default, group members are set to “Keep Login
Status.”
Multiple Queue Announcements - allows each group to have its own set of unique audio announce-
ments. Up to five announcements can be configured for each group. The intervals between announce-
ments can also be configured.
Multiple Workgroup Membership - allows each extension to belong to multiple groups. The system can
be configured with a maximum of 64 groups (workgroup/hunt groups/paging groups).
Multiple Workgroup Log In and Log Out - lets group members quickly log in and out of multiple
groups. (#54 and #56)
Picking/Transferring Calls from Group Queue - enables an extension to pick any call in queue using
MaxAgent or AltiConsole. MaxSupervisor is also able to transfer a workgroup queued call to any exten-
sion, workgroup, AA, voicemail or outside number.
Priority Queuing - allows for calls in queue to be associated with a priority. The call priority can be
assigned though Caller ID routing, DNIS routing, AA, or other add-on applications. Call distribution is
based on the call priority and queue time. Call priority can be escalated if queue time exceeds a certain
limit.
Queue Announcement - before a call is sent to a group queue, expected wait time and call position are
announced.
Quit Queue Option - a caller can press “#” or “0” to leave a workgroup queue to transfer to group voice
mail, AA, extension, another group, or an operator.
Ready/Not Ready - agent can set state to “ready” (#90) or “not ready” (#91) to inform the system
whether the agent is able to receive the next call while logged in to a workgroup.
Real Time Monitoring -
Workgroup’s calls in queue, longest queue time, # of calls exceed service level threshold, and service
level
Number of agents in Login, Logout, Idle, Busy, Not Ready, Wrap-up, DND/FWD, or ERROR state.
Workgroup and Agent’s performance summary data output to client applications.
Service Level Threshold - a time value for callers waiting in queues. The performance statistics show
when workgroup calls are queued for longer than a prescribed value.
Single/Multiple Call Handling for Workgroups - allows the workgroup administrator to select single or
multiple calls handling operation for workgroup agents when holding a workgroup call.
Skill-Based Routing - this feature includes the following capabilities:
Assigning skill level requirement (SKLR) to caller
Assigning skill level (SKL) to agent
Matching caller’s SKLR to agent’s SKL
Setting skill coverage and escalation rules
Supervisor Silent Listen - allows a workgroup supervisor to silently listen to a call between workgroup
agent and caller. Personal calls can also be silently listened to by a workgroup supervisor.
Supervisor Barge In - allows a workgroup supervisor to barge into a call between workgroup agent and
caller. Personal calls can also be barged in to by a workgroup supervisor.
Supervisor Coach (Whisper) - allows a workgroup supervisor talk to a workgroup agent without the
other party hearing.
Queue Overflow Handling - routes incoming calls to an alternate destination when the queue reaches
one of the following conditions: