Altigen ACM 6.7, Administrator'S Manual

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Creating and Configuring Workgroups
266 MAXCS ACM 6.7 Administration Manual
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When a call’s priority is changed, its priority queue time will be reset to 0 and starts
accumulating again. For example, caller A with priority 3 has been waiting in the
queue for 15 minutes and caller B with priority 2 waiting for 10 minutes. When caller
A is promoted to 2, the Priority Queue Time for the caller A is set to 0 and the caller
B will be answered first.
•
Promoted call priority can be carried to another MAXCS ACM system over VoIP tie
trunk.
Creating and Configuring Workgroups
T
he Workgroup Configuration window provides for creating workgroups, setting their
attributes, and assigning group members. To open the Workgroup Configuration
window, select
Call Center > Workgroup Configuration .
Figure 125. Workgroup Configuration window, General tab
Overview of Workgroup Configuration Window
These are the tabs in the Workgroup Configuration window:
• General —create workgroup pilot numbers, group descriptions, service level
threshold and call recording options.
• Group Member —add or remove members from workgroups
• Business Hours —set business hours for workgroups
• Skill Based Routing —define skill levels and skill-based routing rules.
• Mail Management —set capacity and features options for extension mailboxes.
• Notification —set preferences and options for voice mail notifications.
• Call Handling —set call forwarding, call waiting, and call handling preferences and
options.