User guide

MAXCS ACC 6.7.1 Administration Manual 257

C HAPTER

Workgroup Configuration

The workgroup is an automatic call distribution (ACD) feature designed to enhance cus-

tomer service operations with queuing, distribution, agent management, real-time sta-

tus, and call logging capability. The AltiGen system allows up to 64 groups to be config-

ured, including workgroups, hunt groups, and paging groups.

When adding members to a workgroup, the following rules apply:

• Concurrent login agent seat license is required.

• One agent login to multiple workgroups requires only one license.

• Each workgroup can have up to 512 members configured.

• A maximum of 256 agents can log in to a workgroup at the same time.

• Per system, a maximum of 256 agent seat licenses can be registered.

• Per system, including all workgroups, a maximum of 1,280 logged-in agents are al-

lowed. (Example: 128 agent seats registered in the system. 256 agents are config-

ured in 10 workgroups but only 128 can be logged in at the same time. Each agent

belongs to 10 workgroups. The system has reached the 1,280 logged-in agents lim

it.)

Workgroup Functionalities

The AltiGen system has the following workgroup functionalities:

System Features

• Call queuing and call distribution

• Define service level threshold and service level calculation methods

• Group busy/RNA/logout handling

• Queue position and expected queue time announcement

• Queue phrase management

• Queue overflow

• Quit queue options

• Workgroup voice mail with forwarding and notification functions

• Agent login/logout management with reason code