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Chapter 18: Workgroup Configuration

156 MaxACD Administrator Manual

• Department—Departments can be defined and extensions/groups can be assigned

to a department by using Enterprise Manager. When this is done, the department is

displayed here.

• DID Number—each workgroup can be assigned a DID number. This number does

not have a fixed length, but the length must be long enough (range 2–16) for the

system to match the DID incoming call.

• Enable Dial-By-Name Service—check this box to allow callers to search the list by

employee name for this workgroup extension.

• Description—describe the purpose of this workgroup.

Setting Call Restrictions

The call restriction rules on the General tab apply to users making outbound calls from

within voice mail and several workgroup settings. These settings do not impact the call

restriction settings configured for the workgroup member's extension in Extension

Configuration.

• Allow Calls to be Transferred or Conferenced to an Outside Number—when

checked, the internal extension user can log into this workgroup voice mail, make a

call to a second party, then transfer or conference to a third party.

• Allow User to Configure Notification and Reminder Call to an Outside

Number—This setting regulates voice mail notification and reminder call

configuration.

• Allow Outside Caller to Make or Return Calls from within Group's VM

System—when checked, an outside caller can dial into the system, log in to

workgroup voice mail, and make or return calls from the group's voice mail

(Zoomerang feature). International calls are not allowed if the fourth option is not

checked.

• Allow Outside Caller to Make or Forward International Calls from within the

Group's VM system—This setting regulates making international calls from voice

mail and forwarding to an international number.

Caution! Allowing any of these options may increase the potential for toll fraud. Make

sure the password is properly configured to prevent an intruder from using this

voice mail box to make an outbound call. AltiGen recommends that you leave

the fourth option unchecked for all workgroups at all times.

Service Level Threshold

The Service Level Threshold scroll box allows you to select the length of time in

seconds that a call can be in queue before the call is logged in workgroup performance

statistics as having exceeded the allowable service level limits. You can set the value to

any number between 1–1200 seconds.

Service level is a service quality index which calculates the percentage of calls serviced

within a defined threshold for the defined period of time. The term "serviced" may not

necessarily mean answered. You can define the calculation method based on your

operation requirements. The service level percentage is calculated from midnight 00:00

a.m. and is reset daily. The calculated number will be output to the MaxAgent and

MaxSupervisor applications.

The Service Level Calculations Options button opens the following dialog box.

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