User guide

Chapter 22: Workgroup Configuration
276 MAXCS ACC 6.7.1 Administration Manual
Supervisor Queue Control
When the Allow Redirect Call check box is checked, a workgroup supervisor can
redirect queue calls, using the MaxSupervisor application.
Agent Logout Reason Codes
In a workgroup environment, logout reason codes allow agents to specify why they are
signing off from the workgroup, and the manager can view that information. If logout
reasons are required, the system requests a reason at logout from the phone set and
from the Agent application.
The Agent Logout Reason Configuration window lets you require a logout reason,
and it provides for defining up to 20 reason codes. A logout history can be tracked and
stored for future analysis.
To access this window, select CallCenter > Agent Logout Reason Configuration.
Figure 135. Agent Logout Reason Configuration window
To require logout reasons, check the Logout reason code required check box.
To define reason codes, type the associated reason into the text box next to the code
you want to associate with the reason.
MaxCall Configuration
The Configuration screen is for entering Transmit CID numbers to be used when an agent
uses the MaxCall application to play a phrase to a callee. The campaign names and
transmit CIDs you enter here appear in a list on the MaxCall tab in MaxAgent,
MaxCommunicator, and MaxOutlook. The agent selects a CID by campaign name before
handing a call off to MAXCS. Then MAXCS plays the phrase the agent selected.