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Queue Management - Advanced
MaxACD Administrator Manual 179
•
Voice Mail
•
AA —select the auto attendant to use. AAs are configured in AA Configuration on
the System menu.
• Extension —select an extension from the drop-down list.
Note: If the forwarding extension is busy when a caller quits a queue, the call will
go to this extension’s voice mail.
• Group —select a workgroup from the drop-down list.
• Operator
• Outside Number —this option is available if it is allowed in the Other Call
Restrictions option in the Restriction tab, as discussed in “Setting Other Call
Restrictions” on page 138.
If you choose
Outside Number , select a trunk or route access code to use in the
small drop-down list on the left, and type in the full prefix and phone number.
Note: Forwarding calls to a pager is possible but not recommended since callers will
only hear what is heard when calling a pager and will not know to enter a
return phone number unless instructed.
• App Ext —when used in conjunction with a third-party notification application, this
feature enables an extension to connect to an application that can receive the
notification event; use the drop-down list to choose the log-on extension to which
the third-party application is connected. Contact your local AltiGen dealer for more
information on using this feature.
• Callback Interview —the System will record the caller’s callback number and will
prompt the caller to record a message into the voice mail box of the workgroup.
Note: This option is only available to external callers.
Priority Promotion
To prevent calls with lower priority staying in queue forever, causing high abandon rate,
or lowering service level, you can set priority promotion to enhance a caller's position in
queue. Check the box and enter the proper time interval in seconds.
Supervisor Queue Control
When the Allow Redirect Call/Change Priority check box is checked, this allows a
workgroup supervisor to redirect queue calls or change the call priority of queued calls,
using the MaxSupervisor application.
Queue Management - Advanced
When Advanced is selected on the Queue Management tab, the Setup button
becomes available.