Altigen MaxACD Administrator, Manual, Page: 15 / 261

Automatic Call Distribution Features
MaxACD Administrator Manual 5
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 workgroup members to log in and out of a group so that
incoming calls bypass the workgroup member (agent) who has logged out and the call
is automatically routed to other agents who are logged in.
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 feature 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 workgroup queue.
Inter Call Delays - can be used to set delays before the system sends the next call to
an extension after the agent finishes an outbound call or other non-workgroup call
activity.
Login/Logout/Keep Login Status on system startup or reboot - all group
members can be set to the “Login” or “Logout” state at system startup or reboot. By
default, group members are set to “Keep Login Status.”
Multiple Queue Announcements - allows each group to have its own set of unique
audio announcements. Up to five announcements can be configured for each group. The
intervals between announcements can also be configured.
Multiple Workgroup Membership - allows each extension to belong to multiple
groups. The system can be configured with a maximum of 64 groups (workgroups).
Multiple Workgroup Log In and Log Out - lets group members quickly log in and out
of multiple groups. (#54 and #56)
Picking/Transferring Calls from Group Queue - enables an extension to pick any
call in queue using MaxAgent. MaxSupervisor is also able to transfer a workgroup queued
call to any extension, workgroup, AA, voicemail or outside number.
Priority Queuing - allows for calls in queue to be associated with a priority. The call
priority can be assigned though Caller ID routing, DNIS routing, AA, or other add-on
applications. Call distribution is based on the call priority and queue time. Call priority
can be escalated if queue time exceeds a certain limit.
Queue Announcement - before a call is sent to a group queue, expected wait time and
call position are announced.
Quit Queue Option - a caller can press “#” or “0” to leave a workgroup queue to
transfer to group voice mail, AA, extension, another group, or an operator.
Ready/Not Ready - agent can set state to “ready” (#90) or “not ready” (#91) to
inform the system whether the agent is able to receive the next call while logged in to a
workgroup.
Real Time Monitoring -