User guide

Chapter 15: Extension Configuration
188 MAXCS ACC 6.7.1 Administration Manual
Setting Inter Call Delay
This configuration applies only to calls waiting in queue. The Inter Call Delay can create
a time delay before the next workgroup call in queue rings the extension after the ex
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tension finishes one of the following activities:
• Makes an internal or outbound call
• Receives a direct inbound call
• Accesses voice mail
It is possible that an agent may execute one of the above activities during the wrap-up
period after finishing a workgroup call. The following rules govern which delay timer will
take effect:
• If Wrap-up time is still active, the Inter call delay will be ignored.
• If Wrap-up time is expired when one of the above activities is completed, the Inter
Call Delay will be applied. The system will not pass a workgroup call to an agent until
Inter Call Delay is expired.
1. Check the Inter Call Delay check box.
2. Using the lists, select the seconds for the delay.
Picking Up a Call from the Workgroup Queue
Check Allow pickup call from workgroup queue to allow a MaxAgent user to pick up
a call from the workgroup the agent belongs to. The agent needs to be in the log-in state
to be able to pick up a call from the queue.
Logging Outbound Workgroup Calls
You can assign an agent to an outgoing workgroup, which is useful for call detail report-
ing and workgroup statistics. All calls made by the agent while logged into the workgroup
will be tracked as calls from the workgroup. The agent’s outgoing workgroup can be as
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signed to any workgroup of which he is a member.
To set an agent’s outgoing workgroup,
In the Log Outbound Call to Workgroup field, use the list to choose a workgroup from
among the workgroups the agent belongs to. If the Allow agent to change check box
is selected, the agent can change the outgoing workgroup from the phone set by using
feature code #53 or from MaxAgent.
When a user is first assigned to a workgroup, it is set as their default outgoing workgroup
and remains so no matter how many workgroups the user is subsequently assigned to.
If an agent is unassigned from their outgoing workgroup, the outgoing workgroup is
automatically set to N/A.
Setting up Station Speed Dialing
For each extension, you can set up to 20 station speed dial numbers. The numbers avail-
able are from 00–19, and are entered by the user following the extension speed dial ac-
cess code, #77.
To work with Speed Dialing settings, click the Speed Dialing tab, then select the exten-
sion you want to set speed dialing for.