AltiGen MAXCS 7.0 Update 1 MaxSupervisor - Manual (Page 23)

MaxSupervisor Manual 19
Using
Ma
xSup
erv
is
o
r
•
Error—Number of agents who are in the error state (offhook
but not on a call)
•
Not Available—Number of agents who are logged in but not
able to receive calls for any of a number of reasons (checking
voice mail, in wrap-up, in not-ready state, in busy state, etc.)
Not Available will increment only when agent is Unstaff
(virtual extension).
Viewing the Queues
Select a workgroup in the Workgroup tab, then click the Calls in
Queue tab to view queue information for the selected workgroup.
For each call in queue, the Queue tab displays the call ID (this is
the queue position if call priority queuing is not enabled; if calls
are distributed based on priority rules, ID identifies the order in
which the call entered the workgroup but not necessarily the order
in which it will be answered), workgroup number, caller ID, caller
name if available, the number dialed by the caller (DNIS), queue
time, servicing priority, length of time the caller has been waiting
in the queue since the last priority change, the skill level required
by the caller (SKLR), and the type of call.
To pick up a call from queue
To pick up a call from queue, select the call and click the Pickup
button at the bottom of the tab. This will ring the supervisor
extension when the phone is in idle state. If it is not in idle state,
the supervisor’s current call is put on hold and the queued call is
connected.
Note: The Allow Pickup Call from Workgroup Queue setting
in MaxAdministrator (Extension Configuration, Group tab)
must be checked for your extension before you can pick up
calls from queue.