Altigen MAX Communication Server ACC 6.5, Administration Manual

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Chapter 22: Workgroup Configuration
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MAXCS ACC 6.5 Administration Manual
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Agent ready/not-ready and wrap-up management
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Record inbound and outbound workgroup calls
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Allow supervisor to redirect call
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Allow supervisor to change call priority in queue (ACM)
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Define workgroup operation hours and routing (ACM)
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Auto logout all agents after operation hours (ACM)
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Priority queuing and call distribution (ACM)
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Skill-based routing (ACM)
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Caller selectable information menu while in queue (ACM)
Agent’s Phone Operation
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Set Login (#54) and Logout (#56)
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Set Ready (#90) and Not Ready (#91)
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Set outbound WG number (#53)
Agent Desktop Application (MaxAgent)
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Real-time workgroup queue and agent statistics display
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Ability to view and check workgroup voice mail
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Set Login and Logout
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Set Ready and Not Ready
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View and pick up calls in queue
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Calls in queue alert option
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Daily performance summary
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View other agents’ status
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View caller’s IVR data and User Data
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Tag memo to a call
Supervisor’s Phone Operation
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Listen to agent’s conversation with feature code #59
Supervisor’s Desktop Application (MaxSupervisor)
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View agent’s state
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Record agent’s conversation
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Manage agent’s login/logout status
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Listen, barge in, or coach agent’s conversation
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View agent’s daily performance statistics
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View group’s real-time status
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View group’s daily operation result
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View calls in queue
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Be alerted to calls in queue
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Change call priority (ACM)