User guide

Chapter 22: Workgroup Configuration
MAXCS ACC 6.7.1 Administration Manual 275
• Initial Sample Call Count [1 to 100] – How many calls you would like to use as
initial samples.
Queue Overflow Forwarding
The Queue Overflow Forwarding options are for handling long queues or long wait times
for callers. When a queue exceeds a set number of calls, or callers are waiting beyond a
set length of time, calls can be automatically forwarded to a voicemail box, AA,
extension, group, operator, or outside number.
To set options for handling queue overflow:
1. In the Queue Overflow Forwarding section, set options for:
• Calls in queue exceed – When the number of calls in queue are greater than the
defined number, new incoming calls will be overflowed to the defined target.
• Expected queue time longer than – When the longest queue time is greater
than the specified number of minutes, new incoming calls will be overflowed to
the defined target.
2. Check the Enable Forward to check box and from the list, select the forwarding
destination list to use if the queue length, wait time or service level settings are
exceeded. If this option is not checked, calls will go to the workgroup’s voicemail.
Quit Queue Option
The quit queue feature gives a caller the option of leaving a workgroup queue at any
time by pressing # and/or 0. To enable this feature, check either or both of the Enable
Quit Queue Options, then use the appropriate Forward to list to select the option the
caller will have:
• 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 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 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 197.
If you choose Outside Number, select a trunk or route access code to use in the
small 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.
• 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.