User guide

Chapter 22: Workgroup Configuration
MAXCS ACC 6.7.1 Administration Manual 273
• Ring First Available Member – First available extension in a workgroup. For ex-
ample, if there are three member extensions in a workgroup, the call is always sent
to the first member configured in the workgroup. If this member is busy, the call
goes to the second member configured and so forth.
• Ring Next Available Member – A round-robin method that attempts to evenly
distribute calls among the group members. This method sends the call to the next
member configured in a workgroup (regardless of whether the previous member is
busy or not). In other words, if the previous call was sent to #3 in the group, the
present call is sent to #4, if #4 is not busy.
• Ring All Available Members – All extensions in a workgroup.
Note: When this option is enabled, a single workgroup can have no more than 20
members.
In addition, calls to the workgroup with this option enabled have higher pri-
ority than other workgroup calls. Therefore, if an agent belongs to multiple
workgroups, one of which has this option enabled, a call to that workgroup
will be processed first, regardless of Wait Time of calls in other workgroups
which are not set to Ring All.
If members are using IP extensions, the system will not use the IP codec
channel during ringing all IP phones. Only one codec will be used when a
member of a workgroup answers the call.
• Ring Longest Idle Member – The agent who has the longest idle time, defined as
follows:
– The agent needs to be in login state
– Idle time is calculated from the end of the last wrap-up event
– If the agent does not have wrap-up time configured, the idle time is calculated
from the end of last busy state
Enable Single Call Handling for Agents
Check this check box to enable single call handling for workgroup agents.
Note: If single call handling is enabled and the agent has one or more calls on hold,
MAXCS will not distribute the call to this agent. If single call handling is disabled,
MAXCS will distribute calls to this agent even when one or more calls are put on
hold by this agent.
Handling Calls when Group Members Are RNA/Logged Out
You can set calls to forward to a specified destination when all group members either do
not answer the call (RNA) or are logged out. To do so, in the GroupRNA/Logout
Handling section of the Call Handling tab, check the Enable Forward to check box,
and select a destination from the list. The forwarding options are the same as for
“Forwarding All Calls” on page 271.
Queue Management
The Queue Management tab in Workgroup Configuration allows you to set options for
queue phrases and announcements, queue overflow routing and quit queue options.