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Supervisor Coach (Whisper) - allows a workgroup supervisor talk to a workgroup
agent without the other party hearing.
Queue Overflow Handling - routes incoming calls to an alternate destination when the
queue reaches one of the following conditions:
•
Calls in queue exceed defined limit
Longest queue time exceeds defined limit
•
•
Specified percentage of calls in queue with queue time longer than defined service
level threshold
Workgroup activity data logging - in addition to CDR data, the following data are
logged to a database during workgroup operation:
Agent activity - Login, Logout, Not-Ready, Wrapup, DND/FWD, Error
•
•
Agent's call summary per workgroup
Agent's call statistics for all workgroups
•
•
Workgroup operation summary
Workgroup Activity Monitoring - allows real-time monitoring of workgroup
information—group status, call queue status, details of group queue entries, and agent
status. Activity summary is available through a group view window in MaxAdministrator,
MaxAgent, and MaxSupervisor.
Workgroup Call Distribution - calls can be distributed to the first available group
member, or among group members according to the following options:
•
Ring First Available Member
Ring Next Available Member
•
Ring All Available Members
•
•
Ring Longest Idle Member
•
Ring Average Longest Idle Member
•
Ring Fewest Answered Calls
Ring Shortest Average Talk Time
•
•
Skill-Based Routing
Wrapup Time - allows a group member some time in between calls to wrap up on notes,
prepare for the next call, or log out of the group. This wrapup time is configurable on a
per-agent basis.
Auto Attendant (AA) Features
The AA features provide quick and courteous processing of all incoming calls. An AA can
be configured to serve as a primary attendant or as a backup to a receptionist.
AA features include:
Dial By Name - allows a caller who does not know your extension number to spell your
name using the telephone key pad. The system will search the Directory and make a
match on the name to connect the caller to the intended party's extension. The caller
can match first OR last name when dialing by name.
Data-Directed Routing - allows the routing of calls directed by the caller's input (digit
or text). Third-party applications can be used to route incoming calls based on caller
information.
MAXCS ACM 6.7 Administration Manual 9
System Features
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Table of Contents
Troubleshooting
