User guide

Chapter 22: Workgroup Configuration
262 MAXCS ACC 6.7.1 Administration Manual
Setting Call Restrictions
The call restriction rules on the General tab apply to users making outbound calls from
within voice mail and several workgroup settings. These settings do not impact the call
restriction settings configured for the workgroup member's extension in Extension
Configuration.
• Allow Calls to be Transferred or Conferenced to an Outside Number – When
checked, the internal extension user can log into this workgroup voice mail, make a
call to a second party, then transfer or conference to a third party.
• Allow User to Configure Forwarding, Notification, and Reminder Call to an
Outside Number – This setting regulates workgroup call forwarding, voice mail
notification, and reminder call configuration. If this setting is not checked, you will
see a warning message open when trying to set up forwarding to an outside number.
International calls are not allowed if the fourth option is not checked.
• Allow Outside Caller to Make or Return Calls from within Group's VM System
– When checked, an outside caller can dial into the system, log in to workgroup voice
mail, and make or return calls from the group's voice mail (Zoomerang feature).
International calls are not allowed if the fourth option is not checked.
• Allow Outside Caller to Make or Forward International Calls from within the
Group's VM system – This setting regulates making international calls from voice
mail and forwarding to an international number.
Allowing any of these options may increase the potential for toll fraud. Make
sure the password is properly configured to prevent an intruder from using
this voice mail box to make an outbound call. AltiGen recommends that you
leave the fourth option unchecked for all workgroups at all times.
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Service Level Threshold
The Service Level Threshold scroll box allows you to select the length of time in seconds
that a call can be in queue before the call is logged in workgroup performance statistics
as having exceeded the allowable service level limits. You can set the value to any
number between 1–1200 seconds.
Service level is a service quality index which calculates the percentage of calls serviced
within a defined threshold for the defined period of time. The term "serviced" may not
necessarily mean answered. You can define the calculation method based on your oper-
ation requirements. The service level percentage is calculated from midnight 00:00 a.m.
and is reset daily. The calculated number will be output to the MaxAgent and MaxSuper-
visor applications.
The Service Level Calculations Options button opens the following dialog box.