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MaxCS 7.5 Administration Manual 253
C HAPTER
22
Workgroup Configuration
The workgroup is an automatic call distribution (ACD) feature designed to enhance customer service opera-
tions with queuing, distribution, agent management, real-time status, and call logging capability.
You can configure up to 64 groups, including workgroups, hunt groups, and paging groups.
When adding members to a workgroup, the following rules apply:
• Concurrent login agent seat license is required.
• One agent login to multiple workgroups requires only one license.
Creating and Configuring Workgroups
To open the Workgroup Configuration window, select Call Center > Workgroup Configuration.
Figure 148. Workgroup Configuration window, General tab
Overview of Workgroup Configuration Window
These are the tabs in the Workgroup Configuration window:
- ACM Administration Manual 1
- Contents 3
- CHAPTER 4 4
- CHAPTER 5 4
- CHAPTER 6 5
- CHAPTER 7 5
- CHAPTER 8 5
- CHAPTER 9 5
- CHAPTER 10 6
- CHAPTER 11 6
- CHAPTER 12 6
- CHAPTER 13 7
- CHAPTER 14 7
- CHAPTER 15 7
- CHAPTER 16 8
- CHAPTER 17 8
- CHAPTER 18 9
- CHAPTER 19 9
- CHAPTER 20 9
- CHAPTER 21 10
- CHAPTER 22 10
- CHAPTER 23 11
- CHAPTER 24 11
- CHAPTER 25 11
- CHAPTER 26 12
- CHAPTER 27 12
- CHAPTER 28 13
- CHAPTER 29 13
- CHAPTER 30 13
- APPENDIX A 14
- APPENDIX B 14
- APPENDIX C 14
- APPENDIX D 15
- APPENDIX E 15
- About This Documentation 17
- New Features 19
- Codec Enhancements 20
- Media Enhancements 20
- Enhanced SNMP Trap Monitoring 20
- HMCP Tool Enhancements 20
- Additional Enhancements 20
- Client Enhancements 21
- IP Phone Enhancements 23
- 3rd Party Integration 23
- General Server Features 25
- HMCP Softswitch Features 25
- PBX Enhancements 25
- Communicator 26
- License changes 27
- SNMP Management 27
- System Features 29
- Auto Attendant (AA) Features 34
- Voice Mail Features 35
- Internet Integration Features 36
- Voice over IP Features 37
- Optional Add-On Software 39
- Minimum System Requirements 41
- Virtual Server Requirements: 42
- MaxCS 7.5 Client Applications 42
- MAXCS Licenses 46
- Preparation for Installation 47
- Uninstalling MaxCS 7.5 50
- Logging In and Out 51
- The Main Window 52
- Quick Access Toolbar 53
- The View Windows 54
- Trunk View Window 55
- Call Log View Window 56
- Workgroup View Window 56
- Top part of the window 57
- Middle part of the window 57
- Setting the Refresh Interval 58
- System Configuration 61
- Setting a System Number Plan 63
- • One-digit emergency dialing 65
- Routing Calls on Holidays 69
- Creating a Holiday Profile 70
- Setting Call Routing 70
- Adding Speed Dial Entries 71
- Editing Speed Dial Entries 71
- Creating Account Codes 73
- Setting up Call Reports 74
- Country-Relevant Settings 76
- Setting Toll Call Prefixes 77
- Setting Emergency Numbers 77
- • Music on hold 78
- Activity 80
- Feature Profiles 81
- Adding Feature Profiles 83
- Limitation 83
- Managing Gateways 86
- Setting Parameters 86
- Gateway Configuration Tool 89
- Product Version 90
- Voice Mail Configuration 91
- Creating Distribution Lists 95
- Defining a Distribution List 96
- Auto Attendant Configuration 97
- Adding Auto Attendants 98
- Configuring Auto Attendants 99
- Configuring Menu Items 100
- Auto Attendant Actions 101
- Collecting Digits 102
- Phrase Management 103
- Multilingual Configuration 107
- • Lang_Mexico 108
- • LangCustom_Mexico 108
- . Lang_X stores 108
- Configuring the Extension 110
- Which Language Will Be Used? 113
- Call Recording Configuration 115
- Configuring Call Recording 116
- Figure 46. Map Network Drive 117
- Application Extension Setup 121
- Application Failover Plan 122
- Application Information 123
- Readying the Application 123
- Board Configuration 125
- Configuring the Board 129
- T1 and E1 Configuration 130
- Reading the Status Messages 131
- Reading the Statistics 132
- T1/E1 Clocking 133
- Selecting Span Types 134
- Setting the NSF 139
- Setting a TEI 139
- Setting PRI Calling Numbers 139
- Configuring the SIPSP Board 142
- Fax Routing 144
- Conditions Not Supported 147
- HMCP Codec Preference 148
- -T1 is added to the end 150
- Trunk Configuration 153
- Figure 84. Trunk View window 154
- SIP Tie Trunk Properties 158
- SIP Trunk Properties 158
- Configuring SIP Trunks 159
- SIP Trunk Group Configuration 160
- Figure 90. SIP Options 161
- Creating a SIP Trunk Profile 162
- Triton T1/E1 Trunk Properties 163
- • Loop Start Trunk 166
- • Ground Start Trunk 166
- Caller ID Receiving 167
- The Match Result Button 169
- Incoming Call Routing 172
- Outgoing Call Blocking 173
- In Call Routing Configuration 175
- Defining Caller ID Routing 176
- DNIS Routing 177
- Defining DNIS Routing 178
- FoIP In-Call Routing 179
- Configuring Out Call Routing 181
- About Route Definitions 182
- Creating a Route 183
- Setting Default Routes 184
- About Dialing Patterns 185
- Deleting Dialing Patterns 186
- • prefix = 0, length = 11 189
- • prefix = 00, length = 14 189
- Extension Configuration 191
- Setting up Extensions 192
- Setting Personal Information 193
- Account Code 195
- Call Recording Options 195
- Recording Tone 196
- Physical Location and Type 197
- Setting the Line Properties 197
- IP Extension Configuration 199
- Phone Display Options 199
- Setting Wrap-up Time 201
- Setting Inter Call Delay 201
- Setting Mailbox Options 203
- Disabling a Mailbox 204
- SMTP/POP3 Setting 204
- Press Zero Option 205
- Setting Mailbox Capacities 205
- Mail Forwarding Options 205
- Emergency Notification 207
- Setting Notification Timing 208
- Enabling Message Notification 209
- • No Restrictions on Outcalls 210
- Setting Answering Options 211
- Forwarding All Calls 212
- Do Not Disturb 213
- Handling Busy Calls 213
- Setting Call Waiting Options 213
- Handling Unanswered Calls 213
- Configuring One Number Access 214
- One Number Access Options 215
- Call Screening 215
- Setting Up Monitor Lists 216
- Configuring a Monitor List 217
- Setting Up IP Extensions 219
- Signaling Channels 220
- Media Channels 221
- Setting an IP Extension 223
- For Local IP Phone Deployment 225
- IP Phone Configuration 227
- AltiGen IP Phone Parameters 228
- General IP Phone Parameters 229
- Setting Up DHCP Option 120 233
- On the AltiGen IP Phone 235
- Possible scenarios 235
- Disabling Auto-Discovery 235
- Polycom Configuration 236
- MobileExtSP Board Overview 237
- Mobile Extension Limitations 244
- Hunt Group Configuration 245
- Apply to Button 246
- Setting Up Huntgroups 247
- Setting Call Restrictions 248
- Setting E-mail Options 250
- Setting Call Handling Options 254
- About Fax-over-IP Hunt Groups 257
- Paging Group Configuration 259
- Setting Up a Paging Group 260
- Polycom Paging Groups 261
- Configure Polycom Paging 262
- Line Park Configuration 265
- Configuring Line Park 266
- Deleting a Line Park Group 268
- Workgroup Configuration 269
- Setting Up Workgroups 270
- Service Level Threshold 271
- Workgroup Recording Options 272
- Recording Tone Options 273
- Setting Business Hours 275
- Skill Based Routing 276
- Operational Limitation 278
- Skill Based Routing Examples 279
- Voice Mail Access Option 282
- Announce Agent Info 288
- Queue Management – Basic 289
- Setting Queue Phrase Options 290
- Queue Announcement 290
- Expected Wait Time Sampling 291
- Queue Overflow Forwarding 291
- Quit Queue Option 291
- Queue Management – Advanced 292
- Announcement 293
- Menu Selection 293
- Queue Overflow 294
- Agent Logout Reason Codes 296
- MaxCall Configuration 296
- Adding a Transmitted CID 297
- Editing a Transmitted CID 298
- Deleting a Transmitted CID 298
- Using MeetMe Conference 299
- MeetMe Conference Window 300
- Creating a Meeting 301
- One Time Only Meeting 303
- Weekly Meeting 303
- Monthly Meeting 304
- Modifying the E-mail Template 305
- Joining a MeetMe Conference 306
- About E911 Location IDs 307
- E911 Hierarchy 309
- Virtual LANs 315
- Ethernet II Framing Header 316
- Specifying the Priority Value 317
- WAN Bandwidth 318
- WAN Router Configuration 318
- Firewall Configuration 318
- Network Using NAT 319
- Example Setup: Corporate LAN 320
- Figure 173. MAXCS with VPN 321
- Router 1's Settings 322
- Router 2's Setting 322
- C HAPTER 323
- Opening Enterprise Manager 324
- User name Password 325
- Login Domain Via 325
- Configuration Buttons 326
- Setting VoIP Codec Profiles 327
- Codec Parameter Description 328
- Setting Codec Priority 331
- About the G.722 Codec 332
- Managing IP Networks 334
- Defining Your Network 335
- Define an Address Range 336
- Configuring MAXCS Behind NAT 337
- Defining the IP Dialing Table 338
- Parameter Description 339
- The Multi-site VoIP Domain 340
- Changing the Server ID Length 343
- Parameter Definition 344
- Managing Domain Users 347
- Figure 191. The User sub-tab 348
- Local 1 350
- Local 2 350
- Conflict 3 350
- Conflict 4 350
- E.164 Number Pattern 357
- Calling From 357
- All Servers 357
- Transit Through 357
- System Report Management 359
- Using SNMP 361
- List of Traps Sent 362
- MaxCS Private Cloud Service 365
- Requirements 365
- When You Install MAXCS 366
- Configuring MaxAdministrator 379
- Testing for Synchronization 380
- Troubleshooting Tips 381
- Fax-over-IP Configuration 383
- Overview 384
- • DNIS In Call Routing 386
- • FoIP Extension DID number 386
- Configure Gateway Devices 389
- FoIP Hunt Groups 389
- Tools and Applications 391
- CT-Bus Test Tool 392
- Backup and Restore Utility 392
- Scheduling Backups 393
- Restoring Backed up Files 394
- Checking Extension Security 395
- Trace Collector 397
- Limitations 399
- Voice File Converter 400
- Read Config 401
- Work/Hunt Group Converter 402
- AltiGen Custom Phrase Manager 407
- Creating a New Phrase 408
- Playing a Phrase 409
- Deleting Phrases 409
- HMCP Certification Test Tool 410
- Measure DPC Latency 412
- A PPENDIX 413
- Figure 231. Physical Layer 414
- Figure 232. Data Link Layer 414
- Figure 233. Signaling Layer 415
- Signaling Values, By Country 416
- E1 ISDN PRI Installation 423
- Figure 234. Physical Layer 424
- Figure 235. Data Link layer 424
- Required Service Parameters 427
- Service Order Code 428
- T1 Channel Assignment 428
- CSU/DSU Requirements 428
- PRI Channel Assignment 429
- E1 Channel Assignment 430
- Network Ports 431
- Remote IP Phones Behind NAT 433
- Appendix C: Network Ports 434
- Technical Support Eligibility 435
- Product Repair 436
- Troubleshooting 437
- Numerics 439
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