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Chapter 1: Overview
4 MaxACD Administrator Manual
Automatic Dialing Plan Rules - Administrators can configure a call return rule based
on the country in which they reside. Applies to call return from Caller ID, Zoomerang,
and making a call from Microsoft Outlook.
Business Hours Profile - allows for setting morning and afternoon business hours for
each day of the week. Multiple business hours can be configured in a system. Also,
multiple Business Hours profiles can be assigned to DNIS Routing and Trunk In Call
Routing entries.
Busy or Ring No Answer Call Handling - sends calls to voice mail, another extension,
or AA if the called extension or group is busy or does not answer.
Caller ID Routing - the system administrator can define Caller IDs in a routing table
and set different routing options.
Dial Last Caller - allows user to dial the last caller using #69.
Directory Name Announcement - the extension user’s directory name will be
announced to the caller before the call rings to a phone.
Extension Availability Display - allows users of MaxAgent for Lync to select from Lync
Client’s set of pre-defined availability statuses. These statuses are synchronized with
Lync Client.
Holiday Routing - routes inbound DNIS and trunk calls on designated holidays to
specified destinations. You can create separate routes for business and non-business
hours on half-day holidays. Multiple Holiday Profiles can be configured in a system. Also,
multiple Holiday Profiles can be assigned to DNIS Routing, Caller ID and Trunk In Call
Routing entries.
Line Park— allows for a set of 99 lines to be used as a park pool, where trunk incoming
calls can be parked automatically, (by routing/call handling treatment in
MaxAdministrator). Park Lines are organized into groups, with up to 99 groups
supported. Parked Lines can be assigned to an IP phone programmable key for call
pickup. Line Park group has busy queuing and time out transfer options.
Multi-lingual support - supports multiple sets of system and custom language
phrases. Up to 9 different sets of language phrase can be configured. A language
preference tag can be assigned to the extension user or selected by the incoming caller.
The system plays the specified language when the extension user accesses system
features.
Music on Hold— allows callers to hear music or pre-recorded messages while waiting on
hold.
Out Call Routing Configuration —allows outgoing calls to be directed to particular
trunk routes, based on a configured dialing pattern.
Outside Call Blocking —when this feature is enabled, access to outside lines is
temporarily disallowed.
Transfer Caller to AA - allows a user to transfer a call to an AA by pressing FLASH
#15 and then the 2- or 3-digit AA number.
Workgroup Call Pickup - allows agent or supervisor to pick up a specific call in queue.
Automatic Call Distribution Features
Automatic call distribution (ACD) features include:
Advanced Queue Management Application - enables advanced queuing options:
• One-level AA menu selection from queue
• Advanced queue overflow for configuration of overflow conditions and actions