Skill based routing – AltiGen MAXCS 7.0 Update 1 ACM Administration User Manual
Page 276
Chapter 22: Workgroup Configuration
260
MaxCS 7.5 Administration Manual
Figure 153.
Workgroup Configuration, Business Hours tab
Set the business schedule parameters as follows:
Parameter
Description
Business Hour
Use the list to select a Business Hours profile to apply to the workgroup
(profiles are configured in the System Configuration window - see “Setting
Business Hours” on page 51).
After Hours/Non-
Workday Handling
•
For each day of the week, select a Forward To option for call handling
after hours or for non-workdays:
•
To Voice Mail
•
To AA – Select the auto attendant to use in the list under the option.
AAs are configured in the AA Configuration window, available from the
System
menu.
•
To an Extension – Select an extension from the list.
•
To a Group – Select a group from the list.
•
To the Operator
•
To an Outside Number – If you choose Outside Number, select a
trunk or route access code to use in the small list on the left, and type
in the full prefix and phone number.
•
To an App Ext – When used in conjunction with a third party notification
application, the App Ext feature enables an extension to connect to an
application that can receive the notification event; use the list to choose
the log- on extension to which the third party application is connected.
Contact your local AltiGen Partner for more information on using this
feature.
Logout All Agents At
For each day of the week, you can select up to three time periods for the
system to automatically log out agents.
Skill Based Routing
If you want to set up skill-based routing, you can more closely match a customer’s call to an agent who has
the skills needed to handle that customer’s issue.