User manual

MaxSupervisor Manual 17
Using MaxSupervisor
For each call in queue, the Queue tab displays the call ID (this is the queue
position if call priority queuing is not enabled; if calls are distributed based
on priority rules, ID identifies the order in which the call entered the work-
group but not necessarily the order in which it will be answered), workgroup
number, caller ID, caller name if available, the number dialed by the caller
(DNIS), queue time, servicing priority, length of time the caller has been
waiting in the queue since the last priority change, the skill level required by
the caller (SKLR), and the type of call.
Picking Up Calls From the Queue
To pick up a call from queue, select the call and click the Pickup button
. This will ring the supervisor extension when the phone is in idle
state. If it is not in idle state, the supervisor’s current call is put on hold and
the queued call is connected.
Note: The Allow Pickup Call from Workgroup Queue setting in
MaxACD Administrator (Extension Configuration, Group tab) must
be checked for your extension before you can pick up calls from
queue.
Redirecting Calls From the Queue
To redirect a call from queue, select a queued call from the list, then click
the Redirect button . MaxSupervisor pops up a window that lists
extensions and speed dial numbers. Click a number and click OK to redirect
the call to that number. You may also type the extension or speed dial
number in the Number to Forward box.
Note: The Allow Redirect Call / Change Priority setting in MaxACD
Administrator (Workgroup Configuration > Queue Management
tab) must be checked for your extension before you can redirect
calls from queue.
Reassigning Call Priority
To reassign call priority to a queued call, right-click the call and select a
priority level from 1 - 9.