AltiGen MAXCS 7.0 Update 1 ACM Administration - Manual (Page 201)

Adding or Removing Group Assignments
MaxCS 7.5 Administration Manual 185
Adding or Removing Group Assignments
You can assign an extension to a hunt group in the Huntgroup Configuration window and to a workgroup in the
Workgroup Configuration window. Conversely, you can assign a hunt group or a workgroup to an extension in
the Extension Configuration window.
To assign a group to the selected physical or virtual extension,
1.
On the Group tab, click the group number in the Not Member list.
2. Click the Add button to move it to the Member list.
Note: If a hunt group or workgroup is configured to Ring All Available Members, the maximum number
of members is 20. See “Setting Call Handling Options” on page 238 for details.
To remove a group assigned to a physical or virtual extension,
1.
Click the group number in the Member list.
2. Click the Remove button. The group moves to the Not Member list.
Note: You can use Shift+click and Ctrl+click to select more than one group.
Setting Wrap-up Time
You can set the Wrap-up Time for the selected physical agent extension. This option doesn’t appear for a vir-
tual extension or a non-agent extension
. Wrap-up time is a system delay between the time an agent finishes
a workgroup call and the time the next call is routed to the extension. It gives the agent time to finish up with
notes, prepare for the next call, log out of the group, or click the “Not Ready” button in MaxAgent. You can set
a wrap-up time of up to 29 minutes, 59 seconds.
To set the extension wrap-up time,
1.
Check the Allow Workgroup Wrap Up Time check box.
2. Using the lists, select the minutes and seconds for the delay. Be sure to set at least enough time (for
example, 5 seconds) to allow an agent to click the “Not Ready” button in MaxAgent after putting the caller
on hold and going onhook.
Setting Inter Call Delay
This configuration applies only to calls waiting in queue. The Inter Call Delay can create a time delay before
the next workgroup call in queue rings the extension after the extension finishes one of the following activities:
• Makes an internal or outbound call
• Receives a direct inbound call
• Accesses voice mail
It is possible that an agent may execute one of the above activities during the wrap-up period after finishing a
workgroup call. The following rules govern which delay timer will take effect:
• If Wrap-up time is still active, the Inter call delay will be ignored.
• If Wrap-up time is expired when one of the above activities is completed, the Inter Call Delay will be
applied. The system will not pass a workgroup call to an agent until Inter Call Delay is expired.
To set the extension Inter Call Delay time,
1.
Check the Inter Call Delay check box.
2. Using the lists, select the seconds for the delay.
Picking Up a Call from the Workgroup Queue
Check Allow pickup call from workgroup queue to allow a MaxAgent user to pick up a call from the
workgroup the agent belongs to. The agent needs to be in the log-in state to be able to pick up a call from the
queue.