User guide

Chapter 1: Overview
MAXCS ACC 6.7.1 Administration Manual 9
Queue Overflow Handling – routes incoming calls to an alternate destination when the
queue reaches one of the following conditions:
• Calls in queue exceed defined limit
• Longest queue time exceeds defined limit
• Specified percentage of calls in queue with queue time longer than defined service
level threshold
Workgroup activity data logging – in addition to CDR data, the following data are
logged to a database during workgroup operation:
• Agent activity – Login, Logout, Not-Ready, Wrapup, DND/FWD, Error
• Agent’s call summary per workgroup
• Agent’s call statistics for all workgroups
• Workgroup operation summary
Workgroup Activity Monitoring – allows real-time monitoring of workgroup informa-
tion – group status, call queue status, details of group queue entries, and agent status.
Activity summary is available through a group view window in MaxAdministrator, MaxA
-
gent, and MaxSupervisor.
Workgroup Call Distribution – calls can be distributed to the first available group
member, or among group members according to the following options:
• Ring First Available Member
• Ring Next Available Member
• Ring All Available Members
• Ring Longest Idle Member
• Ring Average Longest Idle Member
• Ring Fewest Answered Calls
• Ring Shortest Average Talk Time
• Skill-Based Routing
Wrapup Time – allows a group member some time in between calls to wrap up on
notes, prepare for the next call, or log out of the group. This wrapup time is configurable
on a per-agent basis.
Auto Attendant (AA) Features
The AA features provide quick and courteous processing of all incoming calls. An AA can
be configured to serve as a primary attendant or as a backup to a receptionist.
AA features include:
Dial By Name – allows a caller who does not know your extension number to spell your
name using the telephone key pad. The system will search the Directory and make a
match on the name to connect the caller to the intended party’s extension. The caller
can match first OR last name when dialing by name.
Data–Directed Routing – allows the routing of calls directed by the caller’s input (digit
or text). Third-party applications can be used to route incoming calls based on caller
information.
Digit Collection – caller can be prompted to enter numbers, which are then collected
and used for routing the call.