AltiGen MAXCS 7.0 Update 1 ACM Administration - Manual (Page 32)

Chapter 1: New Features
16 MaxCS 7.5 Administration Manual
group agents or the person who parked the call can pick it up.
Single Call Waiting - allows users to put an existing call on soft hold and take a second call upon hear-
ing a Call Waiting tone. The user can then alternate between the two calls.
SIP Third-Party Devices —allows certified third-party SIP devices (for example, a 3rd party IP phone) to
register as an IP extension. Note: A license is required to enable this feature for an extension. (Release
5.2)
Station Log In/Log Out - enables system users to move an extension number from one station to
another, or deactivate an extension.
System and Station Speed Dial - allows programming of frequently used telephone numbers for speed
dialing. Up to 60 system speed numbers can be programmed. Up to 20 station speed numbers can be
programmed for each extension.
System Backup and Restore - allows back up of configuration data and voice mail boxes, based on a
configured schedule.
Transfer Caller to AltiGen Voice Mail System - allows user to transfer outside caller into the AltiGen
Voice Mail System by pressing FLASH # 40 while connected to the caller.
Transfer Caller to AA - allows a user to transfer a call to an AA by pressing FLASH #15 and then the 2-
or 3-digit AA number.
Virtual Extensions - an extension that is not associated with a physical port, but allows access to the
AltiGen Voice Mail System features and telephone sharing.
Workgroup Call Pickup - allows agent or supervisor to pick up a specific call in queue.
Automatic Call Distribution Features
Automatic call distribution (ACD) features include:
Advanced Queue Management Application - enables advanced queuing options:
One-level AA menu selection from queue
Advanced queue overflow for configuration of overflow conditions and actions
After Hours Handling for Workgroups - a workgroup can be assigned a Business Hours Profile
through MaxAdministrator. Also, after hours routing decisions can be configured for each day of the
week. When a call is forwarded to this workgroup after hours, the call is routed automatically, based on
the routing decision for that day of the week.
Agent Login/Logout - allows huntgroup/ workgroup members to log in and out of a group so that incom-
ing calls bypass the workgroup member (agent) who has logged out and the call is automatically routed
to other login agents.
Agent Logout Reason Codes - allows a workgroup member to enter a reason code when signing off.
Up to 20 reason codes may be defined.
Agent Set to Not Ready When RNA - when a workgroup call rings an agent and is not answered, this
feature automatically sets the agent state to Not Ready.
Agent Auto Logout When RNA - when a workgroup call rings an agent and is not answered, this fea-
ture automatically sets the agent state to Logout for that particular workgroup.
Call Queuing - places caller in a queue to wait until an ACD group member becomes available.
Call Queue Announcement - before a call enters a workgroup queue, the system announces the
expected wait time or call queue length to the caller.
Call to Queue Alert - agents can be alerted via a beep and a screenpop when a call enters the work-
group queue.
Distinctive Ringing for Workgroup Calls - allows workgroup incoming calls to use a different ringing
cadence from normal calls.
Inter Call Delays - can be used to set delays before the system sends the next call to an extension after