AltiGen MAXCS 7.0 Update 1 ACM Administration - Manual (Page 291)

Queue Management – Basic
MaxCS 7.5 Administration Manual 275
Expected Wait Time Sampling
To calculate Expected Queue Time, the system needs to take samples when a workgroup starts operation.
You can set the following parameters to set a sampling period and a fixed Expected Queue Time
announcement during sampling period. The expected queue time counter is reset for all workgroups daily at
midnight.
• Initial Sample Call Count [1 to 100] – How many calls you would like to use as initial samples.
• Initial Expected Wait (Queue) Time [1 to 10 minutes] – This field defines the expected queue time to be
announced during the sampling period. One minute is the minimum you can set for expected wait time in
queue.
Queue Overflow Forwarding
The Queue Overflow Forwarding options are for handling long queues or long wait times for callers. When a
queue exceeds a set number of calls, or callers are waiting beyond a set length of time, calls can be automat-
ically forwarded to a voicemail box, AA, extension, group, operator, outside number, or application extension.
To set options for handling queue overflow,
1.
In the Queue Overflow Forwarding section, set options for:
• Calls in queue exceed – When the number of calls in queue are greater than the defined number, new
incoming calls will be overflowed to the defined target.
• Expected queue time longer than – When the longest queue time is greater than the specified number
of minutes, new incoming calls will be overflowed to the defined target.
• Service level lower than – This number is not a historical service level defined in the workgroup
threshold. This number is a real-time queue service level (RTSL) calculated as follows:
RTSL% = 1 – (# of queued calls exceed SL threshold / Total calls in
queue)
2. Check the Enable Forward to check box and from the list, select the forwarding destination list to use if
the queue length, wait time or service level settings are exceeded. If this option is not checked, calls will
go to the workgroup’s voicemail.
Quit Queue Option
The quit queue feature gives a caller the option of leaving a workgroup queue at any time by pressing # and/
or 0. To enable this feature, check either or both of the Enable Quit Queue Options, then use the appropriate
Forward to
list to select the option the caller will have:
• Voice Mail
• AA – Select the auto attendant to use. AAs are configured in AA Configuration on the System menu.
• Extension – Select an extension from the list.
Note: If the forwarding extension is busy when a caller quits a queue, the call will go to this extension’s
voice mail.
• Group – Select a workgroup from the list.
• Operator
• Outside Number – This option is available if it is allowed in the Other Call Restrictions option in the
Restriction tab, as discussed in “Setting Other Call Restrictions” on page 194.
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.