AltiGen MAXCS 7.0 Update 1 ACM Administration - Manual (Page 34)

Chapter 1: New Features
18 MaxCS 7.5 Administration Manual
Calls in queue exceed defined limit
Longest queue time exceeds defined limit
Specified percentage of calls in queue with queue time longer than defined service level threshold
Workgroup activity data logging - in addition to CDR data, the following data are logged to a database
during workgroup operation:
Agent activity - Login, Logout, Not-Ready, Wrapup, DND/FWD, Error
Agent’s call summary per workgroup
Agent’s call statistics for all workgroups
Workgroup operation summary
Workgroup Activity Monitoring - allows real-time monitoring of workgroup information—group status,
call queue status, details of group queue entries, and agent status. Activity summary is available through
a group view window in MaxAdministrator, MaxAgent, and MaxSupervisor.
Workgroup Call Distribution - calls can be distributed to the first available group member, or among
group members according to the following options:
Ring First Available Member
Ring Next Available Member
Ring All Available Members
Ring Longest Idle Member
Ring Average Longest Idle Member
Ring Fewest Answered Calls
Ring Shortest Average Talk Time
Skill-Based Routing
Wrapup Time - allows a group member some time in between calls to wrap up on notes, prepare for the
next call, or log out of the group. This wrapup time is configurable on a per-agent basis.
Auto Attendant (AA) Features
The AA features provide quick and courteous processing of all incoming calls. An AA can be configured
to serve as a primary attendant or as a backup to a receptionist.
AA features include:
Dial By Name - allows a caller who does not know your extension number to spell your name using the
telephone key pad. The system will search the Directory and make a match on the name to connect the
caller to the intended party’s extension. The caller can match first OR last name when dialing by name.
Data-Directed Routing - allows the routing of calls directed by the caller’s input (digit or text). Third-party
applications can be used to route incoming calls based on caller information.
Digit Collection - caller can be prompted to enter numbers, which are then collected and used for rout-
ing the call.
Direct Station Transfer - allows the AA to handle all incoming calls instead of being answered by an
operator. Callers can dial an extension number to reach a specific station or use the name directory to
find an extension number.
Mailbox Access - allows employee to log into voice mail box from AA when calling in from outside.
Multiple AA Support - allows up to 255 auto attendants.
Name Directory Service - allows callers to hear a list of employees and their extension numbers.
Programmable Time-Out Handling - allows the administrator to select the action the system should
take if there is no digit dialed by the caller within a specified number of seconds.
Set Call Priority - allows the administrator to assign a priority level to an AA menu.