AltiGen MAXCS 7.0 Update 1 ACM Administration - Manual (Page 271)

Setting Up Workgroups
MaxCS 7.5 Administration Manual 255
• DID Number – Each workgroup can be assigned a DID number. This number does not have a fixed
length, but the length must be long enough (range 2 - 16) for the system to match the DID incoming call.
• Enable Dial-By-Name Service – Check this box to allow callers to search the list by employee name for
this workgroup extension.
• Description – Describe the purpose of this workgroup.
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 pop up when trying to set up forwarding to an out-
side 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.
Caution! 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.
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 operation requirements. The service level percentage is calculat-
ed from midnight 00:00 am. and is reset daily. The calculated number will be output to the MaxAgent and Max-
Supervisor applications.
The Service Level Calculations Options button opens the following dialog box.
4 G, H, I, g, h, i 8 T, U, V, t, u, v
5 J, K, L, j, k, l 9 W, X, Y, Z, w, x, y, z
Numbers Letters Numbers Letters