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Setting Workgroup Mail Management
MAXCS ACM 6.5 Administration Manual 295
Example 2: Coverage rule is Equal or Higher and Enable SKLR Escalation is checked.
The above configuration means:
1. When a caller with SKLR 9 waiting is in queue for 30 seconds, the caller's SKLR will
be changed to 8. Agents with skill level 8 and 9 are able to handle the call.
2. If the caller stays in queue for more than 60 seconds, the caller's SKLR will be
changed to 7. Agents with skill level 7, 8, and 9 are able to handle the call.
3. If the caller stays in queue for more than 90 seconds, the caller's SKLR will be
escalated to 1 because all other escalation wait times are set to 0 seconds. The call
will be distributed to any idle agent in the workgroup.
Setting Workgroup Mail Management
The Mail Management settings define how voice messages are handled for a workgroup,
including how messages are announced and processed, and how much capacity is
allotted to message storage.
To work with mail management settings, click the Mail Management tab, and select
the workgroup number you want to work with from the Group List.
- MAX Communication Server 1
- Administration 1
- Contents 3
- CHAPTER 4 4
- CHAPTER 5 4
- CHAPTER 6 5
- CHAPTER 7 5
- CHAPTER 8 5
- CHAPTER 9 5
- CHAPTER 10 5
- CHAPTER 11 6
- CHAPTER 12 6
- CHAPTER 13 6
- CHAPTER 14 7
- CHAPTER 15 7
- CHAPTER 16 8
- CHAPTER 17 8
- CHAPTER 18 8
- CHAPTER 19 8
- CHAPTER 20 9
- CHAPTER 21 9
- CHAPTER 22 9
- CHAPTER 23 10
- CHAPTER 24 10
- CHAPTER 25 11
- CHAPTER 26 11
- CHAPTER 27 12
- CHAPTER 28 12
- CHAPTER 29 12
- CHAPTER 30 12
- APPENDIX A 13
- APPENDIX B 13
- APPENDIX C 13
- APPENDIX D 13
- APPENDIX E 14
- About This Manual 15
- PBX Enhancements 18
- New in Release 6.5 Update1 19
- License changes 21
- System Features 22
- Auto Attendant (AA) Features 28
- Voice Mail Features 28
- Internet Integration Features 30
- Voice over IP Features 31
- Optional Add-On Software 33
- Capacities 35
- Minimum System Requirements 37
- MAXCS Licenses 39
- Preparation for Installation 41
- Redundant System Installation 43
- Uninstalling MAXCS 44
- Error Message Solution 45
- Logging In and Out 47
- Changing the Password 47
- The Main Menu 48
- Quick Access Toolbar 49
- The View Windows 50
- Extension View Window 51
- Trunk View Window 52
- Call Log View Window 53
- Workgroup View Window 53
- Setting the Refresh Interval 55
- System Configuration 59
- Setting General Parameters 60
- Setting a System Number Plan 62
- Number Plan tab 63
- Routing Calls on Holidays 69
- To create a Holiday Profile 70
- To set call routing 71
- Adding Speed Dial Entries 72
- Editing Speed Dial Entries 73
- Locking Attacked Extensions 75
- Blocking All Outgoing Calls 75
- Creating Account Codes 76
- Setting up Call Reports 76
- Country-Relevant Settings 79
- Setting Emergency Numbers 80
- • Overhead paging 81
- Activity 83
- Feature Profiles 85
- To add a Feature Profile 86
- Limitation 87
- Media Server and Gateway 89
- Management 89
- Managing Gateways 90
- Setting Parameters 91
- Gateway Configuration Tool 95
- Voice Mail Configuration 97
- Creating Distribution Lists 102
- Defining a Distribution List 103
- Auto Attendant Configuration 105
- Adding Auto Attendants 106
- Copies an AA to a 107
- Figure 1. AA Select window 107
- Configuring Menu Items 108
- Collecting Digits 110
- Figure 3. Collect digits 111
- Phrase Management 112
- To record a custom phrase: 113
- Multilingual Configuration 115
- To add a language: 117
- Configuring the Extension 119
- To enable feature code #12: 120
- Which Language Will Be Used? 122
- Call Recording Configuration 123
- Configuring Call Recording 124
- Figure 2. Map Network Drive 125
- Figure 8. Confirmation screen 128
- Application Extension Setup 131
- Application Failover Plan 132
- Application Information 133
- Readying the Application 133
- Trunk Configuration 135
- Figure 2. Trunk View window 136
- H323 Tie Trunk Properties 142
- SIP Tie Trunk Properties 142
- SIP Trunk Properties 143
- Creating a SIP Trunk Profile 145
- Triton T1/E1 Trunk Properties 147
- The Match Result Button 154
- Incoming Call Routing 159
- Outgoing Call Blocking 160
- Board Configuration 161
- This option is in the 164
- Overview 165
- Configuration 165
- Configuring the Board 166
- T1 and E1 Configuration 167
- Reading the Status Messages 168
- Reading the Statistics 169
- T1/E1 Clocking 171
- Selecting Span Types 172
- Figure 13. T1 PRI Switch Mode 174
- Setting the NSF 177
- Setting a TEI 177
- Setting PRI Calling Numbers 178
- Configuring the SIPSP Board 180
- Configuring the H323SP Board 181
- • G.711 VPR — 1,000 183
- • G.711/G.723/G.729 VPR — 200 183
- -T1 is added to the end 188
- In Call Routing Configuration 191
- Caller ID Routing 192
- DNIS Routing 193
- Defining DNIS Routing 194
- Configuring Out Call Routing 198
- Parameter Description 199
- Setting Default Routes 200
- Working on Dialing Patterns 201
- To create a dialing pattern 202
- To delete a dialing pattern 202
- Countries 206
- • prefix = 0, length = 11 207
- • prefix = 00, length = 14 207
- Extension Configuration 209
- Setting up Extensions 210
- Setting Personal Information 211
- Account Code 213
- Call Recording Options 214
- Physical Location and Type 215
- Setting the Line Properties 216
- IP Extension Configuration 218
- Phone Display Options 218
- Setting Wrap-up Time 220
- Setting Inter Call Delay 220
- Setting the Mailbox Options 222
- Disabling a Mailbox 223
- SMTP/POP3 Setting 224
- Mail Forwarding Options 224
- Press Zero Option 224
- Setting Mailbox Capacities 225
- Emergency Notification 226
- Setting Notification Timing 228
- Enabling Message Notification 229
- Setting Answering Options 231
- Forwarding All Calls 232
- Do Not Disturb 233
- Handling Busy Calls 233
- Setting Call Waiting Options 234
- Handling Unanswered Calls 234
- Configuring One Number Access 235
- One Number Access Options 236
- Call Screening 236
- Setting Up Monitor Lists 237
- To add members to the list 238
- To remove members 238
- Setting Up IP Extensions 239
- Setting an IP Extension 243
- • 10.0.0.0 ~ 10.255.255.255 245
- • 172.16.0.0 ~ 172.31.255.255 245
- For local IP phone deployment 245
- —Indicates how often a SIP 251
- Program 254
- Setting Up DHCP Option 120 255
- On the AltiGen IP Phone 258
- Possible scenarios 258
- Disabling Auto-Discovery 259
- MobileExtSP Board Overview 262
- Mobile Extension Limitations 269
- Hunt Group Configuration 271
- Apply to Button 272
- Setting Up Huntgroups 273
- Setting Call Restrictions 274
- Setting E-mail Options 276
- • Urgent Voice Messages Only 278
- • All Voice Messages 278
- Setting Call Handling Options 280
- Paging Group Configuration 285
- To set up a Paging Group: 286
- Important: 287
- Line Park Configuration 289
- To set up a Line Park Group: 290
- To delete a Line Park Group: 292
- Workgroup Configuration 293
- Workgroup Functionalities 294
- Setting Up Workgroups 297
- Service Level Threshold 299
- Workgroup Recording Options 300
- Setting Business Hours 303
- Examples 308
- Voice Mail Access Option 312
- Announce Agent Info 318
- Queue Management - Basic 319
- Setting Queue Phrase Options 320
- Queue Announcement 320
- Expected Wait Time Sampling 321
- Queue Overflow Forwarding 321
- Quit Queue Option 322
- Priority Promotion 322
- Supervisor Queue Control 322
- Queue Management - Advanced 323
- Menu Selection 324
- Queue Overflow 325
- Agent Logout Reason Codes 326
- MaxCall Configuration 327
- To add a Transmitted CID 328
- To edit a Transmitted CID 329
- To delete a Transmitted CID 329
- Managing and Using MeetMe 331
- Conference 331
- MeetMe Conference Window 332
- Creating a Meeting 334
- One Time Only Meeting 335
- Weekly Meeting 336
- Monthly Meeting 336
- Modifying the E-mail Template 338
- Joining a Meeting 339
- Virtual LANs 341
- Ethernet II Framing Header 342
- To specify the priority value 343
- WAN Bandwidth 344
- WAN Router Configuration 345
- Firewall Configuration 345
- Network Using NAT 345
- For the Corporate LAN 347
- • Router 1 347
- • IP Phone 3 347
- • Router 2 348
- For the Branch office LAN: 349
- Router 2's Setting 350
- Opening Enterprise Manager 353
- Setting VoIP Codec Profiles 356
- G.729 RTP Packet 359
- Length (ms) 359
- Defining IP Networks 362
- Defining Your Network 363
- To define an address range 364
- Configuring MAXCS Behind NAT 365
- Defining the IP Dialing Table 366
- allows the terminal to omit 368
- The Multi-site VoIP Domain 369
- Changing the Server ID Length 373
- Configuration) 374
- When Will Switchover Happen? 376
- Managing Domain Users 377
- 100 Global Remote Remote 381
- Relocating a Global Extension 382
- Redundancy Configuration 391
- Cases When Switchover Occurs 392
- Initial Device Setup 394
- Configuration Procedures 395
- Checking the Status 396
- Configuring the NICs 397
- VM Server 401
- Enterprise Server 402
- Manually Switching Over 403
- Things to Check 403
- Maintenance 404
- Limitations 405
- System Report Management 407
- Using SNMP 409
- List of Traps Sent 411
- Requirements 413
- When You Install MAXCS 414
- “altigen” 415
- Native VM Integration 420
- 4. Click OK 421
- Policy” 424
- Configuring in MaxAdmin 429
- Testing for Synchronization 432
- To gather trace files 433
- TAPI Integration 435
- Setting Up the Client 436
- Set Up Phone Dialer 438
- Tools and Applications 443
- CT-Bus Test Tool 444
- Backup and Restore Utility 444
- Backing Up Files 445
- Scheduling Backups 445
- Restoring Backed up Files 446
- Checking Extension Security 447
- Trace Collector 449
- Voice File Converter 453
- Read Config 454
- Work/Hunt Group Converter 455
- Editing a .csv File 459
- AltiGen Custom Phrase Manager 460
- Creating a New Phrase 461
- Playing a Phrase 462
- To Delete a Phrase 463
- To Re-record a Phrase 463
- E1 R2 CAS Installation 465
- Figure 1. Physical Layer 466
- Figure 2. Data Link Layer 466
- Figure 3. Signaling Layer 467
- Country Signaling Values 468
- E1 ISDN PRI Installation 477
- Figure 4. Physical Layer 478
- Figure 5. Data Link layer 479
- Country Protocol Supported 480
- B Channel Maintenance 480
- Message Setting 480
- Required Service Parameters 481
- Service Order Code 482
- T1 Channel Assignment 482
- CSU/DSU Requirements 482
- Equipment Information 483
- PRI Channel Assignment 483
- E1 Channel Assignment 484
- Network Ports 485
- Remote IP Phones Behind NAT 487
- Services 489
- Product Repair 490
- Troubleshooting 493
- Numerics 495
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