Specifications

MaxAgent Manual 55
Using MaxAgent
These are the fields on the WG Queue tab:
• ID—Call ID in the queue of one workgroup. The ID is unique within
a workgroup, but may be repeated in all workgroups.
• Group—Workgroup name or workgroup number
• Queue Time—Duration of the call in queue
• Priority Queue Time—Duration the call has been in queue at the
current priority level. Priority queue time is reset to 0 when the call’s
priority is promoted to a higher level.
• Caller ID, Caller Name (if available), DNIS
• Priority—The priority level assigned to the call
• SKLR—Skill level required
• Type—Queue call type
Pick Up Calls from Queue
To pick up a call from a workgroup queue, click on the queued call and
click the Pickup Call button. If you are connected to a caller, the current
call will be put on hold and the queued call is connected.
Note: This feature must first be enabled by the system administrator.
Using ActiveX Control with Third Party
Applications
The MaxAgent ActiveX Control Object is an ActiveX Object. It works
with MaxAgent by getting call-related information from MaxAgent, which
acts as a server. Based on the call information, MaxAgent will implement
corresponding actions, such as popping up corresponding customer
information and logging Caller ID into a database. For more information on