Altigen MaxSupervisor, Manual

Page: 23 / 42

MaxSupervisor Manual 19
Us
ing M
a
x
S
upe
rv
is
or
• Error—Number of agents who are in the error state (offhook but not
on a call)
• Not Available—Number of agents who are logged in but not able to
receive calls for any of a number of reasons (checking voice mail, in
wrap-up, in not-ready state, in busy state, etc.) Not Available will
increment only when agent is Unstaff (virtual extension).
Viewing the Queues
Select a workgroup in the Workgroup tab, then click the Calls in Queue
tab to view queue information for the selected workgroup.
For each call in queue, the Queue tab displays the call ID (this is the queue
position if call priority queuing is not enabled; if calls are distributed based
on priority rules, ID identifies the order in which the call entered the
workgroup but not necessarily the order in which it will be answered),
workgroup number, caller ID, caller name if available, the number dialed
by the caller (DNIS), queue time, servicing priority, length of time the
caller has been waiting in the queue since the last priority change, the skill
level required by the caller (SKLR), and the type of call.
To pick up a call from queue
To pick up a call from queue, select the call and click the Pickup button
at the bottom of the tab. This will ring the supervisor extension
when the phone is in idle state. If it is not in idle state, the supervisor’s
current call is put on hold and the queued call is connected.
Note: The Allow Pickup Call from Workgroup Queue setting in
MaxAdministrator (Extension Configuration, Group tab) must be
checked for your extension before you can pick up calls from
queue.