Altigen MaxACD Administrator, Manual, Page: 166 / 261

Chapter 18: Workgroup Configuration
156 MaxACD Administrator Manual
•
Department —Departments can be defined and extensions/groups can be assigned
to a department by using Enterprise Manager. When this is done, the department is
displayed here.
•
DID Number —each workgroup can be assigned a DID number. This number does
not have a fixed length, but the length must be long enough (range 2–16) for the
system to match the DID incoming call.
•
Enable Dial-By-Name Service —check this box to allow callers to search the list by
employee name for this workgroup extension.
• Description —describe the purpose of this workgroup.
Setting Call Restrictions
The call restriction rules on the General tab apply to users making outbound calls from
within voice mail and several workgroup settings. These settings do not impact the call
restriction settings configured for the workgroup member's extension in Extension
Configuration.
•
Allow Calls to be Transferred or Conferenced to an Outside Number —when
checked, the internal extension user can log into this workgroup voice mail, make a
call to a second party, then transfer or conference to a third party.
•
Allow User to Configure Notification and Reminder Call to an Outside
Number
—This setting regulates voice mail notification and reminder call
configuration.
•
Allow Outside Caller to Make or Return Calls from within Group's VM
System
—when checked, an outside caller can dial into the system, log in to
workgroup voice mail, and make or return calls from the group's voice mail
(Zoomerang feature). International calls are not allowed if the fourth option is not
checked.
•
Allow Outside Caller to Make or Forward International Calls from within the
Group's VM system
—This setting regulates making international calls from voice
mail and forwarding to an international number.
Caution! Allowing any of these options may increase the potential for toll fraud. Make
sure the password is properly configured to prevent an intruder from using this
voice mail box to make an outbound call. AltiGen recommends that you leave
the fourth option unchecked for all workgroups at all times.
Service Level Threshold
The Service Level Threshold scroll box allows you to select the length of time in
seconds that a call can be in queue before the call is logged in workgroup performance
statistics as having exceeded the allowable service level limits. You can set the value to
any number between 1–1200 seconds.
Service level is a service quality index which calculates the percentage of calls serviced
within a defined threshold for the defined period of time. The term "serviced" may not
necessarily mean answered. You can define the calculation method based on your
operation requirements. The service level percentage is calculated from midnight 00:00
a.m. and is reset daily. The calculated number will be output to the MaxAgent and
MaxSupervisor applications.
The
Service Level Calculations Options button opens the following dialog box.