User guide

Chapter 22: Workgroup Configuration
260 MAXCS ACC 6.7.1 Administration Manual
• When a call’s priority is changed, its priority queue time will be reset to 0 and starts
accumulating again. For example, caller A with priority 3 has been waiting in the
queue for 15 minutes and caller B with priority 2 waiting for 10 minutes. When caller
A is promoted to 2, the Priority Queue Time for the caller A is set to 0 and the caller
B will be answered first.
• Promoted call priority can be carried to another ACM system over VoIP tie trunk.
Creating and Configuring Workgroups
The Workgroup Configuration window provides for creating workgroups, setting their at-
tributes, and assigning group members. To open the Workgroup Configuration window,
select Call Center > Workgroup Configuration.
Figure 128. Workgroup Configuration window, General tab
Overview of Workgroup Configuration Window
These are the tabs in the Workgroup Configuration window:
• General – Create workgroup pilot numbers, group descriptions, service level thresh-
old and call recording options.
• Group Member – Add or remove members from workgroups
• Mail Management – Set capacity and features options for extension mailboxes.
• Notification – Set preferences and options for voice mail notifications.
• Call Handling – Set call forwarding, call waiting, and call handling preferences and
options.
• Queue Management – Set queue phrases, overflow routing, queue
announcements and queue quit option.