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MaxACD AdministrationManual

MaxACD 7.1

June 2019

WARNING! Toll fraud is committed when individuals unlawfully gain access to customer telecommunication systems. This is a criminal offense. Currently, we do not know of any telecommunications system that is immune to this type of criminal activity. Altigen Communications, Inc. will not accept liability for any damages, including long distance charges, which result from unauthorized and/or unlawful use. Although Altigen Communications, Inc. has designed security features into its products, it is your sole responsibility to use the security features and to establish security practices within your company, including training, security awareness, and call auditing.

NOTICE: While every effort has been made to ensure accuracy, Altigen Communications, Inc., will not be liable for technical or editorial errors or omissions contained within the documentation. The information contained in this documentation is subject to change without notice.This documentation may be used only in accordance with the terms of the Altigen Communications, Inc., License Agreement.

MaxACD, MaxACD Administrator, MaxAgent, MaxSupervisor, MaxReports, VRManager, and Enterprise Manager are trademarks or registered trademarks of Altigen Communications, Inc. All other brand names mentioned are trademarks or registered trademarks of their respective manufacturers.Altigen's products are protected under one or more of the following U.S. patents, with other U.S. patents pending: 6532230; 6192344; 6292549; 6493439; 6909780; 6738465; 6754202; 6766006; 6928078; 6909709; 6956848; 7058047; 7013007; 7027578; 7280649; 7308092.

Altigen Communications, Inc.679 River Oaks ParkwaySan Jose, CA 95134Telephone: 888-Altigen (258-4436)Fax: 408-597-9020E-mail: [email protected] site: www.altigen.com

Copyright © Altigen Communications, Inc. 2019. All rights reserved.

MaxACD 7.1 Administrator Manual i

Contents

Related Documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

Chapter 1: Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3Enhancements Included in Release 7.1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3MaxACD Administrator Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4MaxACD Client Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Chapter 2: System Requirements . . . . . . . . . . . . . . . . . . . . . 7Components of Release 7.1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7MaxACD Licenses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Chapter 3: Getting Around Within MaxAdmin . . . . . . . . . . . . . . . . . . .9Logging In . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9The Sidebar Menu and Tabs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10Managing Licenses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

License Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13Changing Your Password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13Using the Search Feature . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13Returning To the Service Hub . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13Logging Out . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14Stopping and Starting the MaxACD Service . . . . . . . . . . . . . . . . . . . . . . . . 14

Chapter 4: System Configuration . . . . . . . . . . . . . . . . . . . . 15Viewing Server Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Defining the Maximum Number of Users . . . . . . . . . . . . . . . . . . . . . . . . . 16Defining the Main Phone Number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16Configuring Active Directory. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17Configuring Exchange Integration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17Configuring Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17Configuring Voice Policy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Configuring Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18Adding Log Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18Configuring Database Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Defining Account Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19Defining Logout Reason Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20Configuring Call Recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Description of the Recorded File Name . . . . . . . . . . . . . . . . . . . . . . . . . . 21Configuring Recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Configuring SNMP Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22Configuring SNMP Support in MaxAdmin . . . . . . . . . . . . . . . . . . . . . . . . . 22About SNMP Management Consoles . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23List of SNMP Traps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24SNMP Trap OID Numbers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Configuring Skype Presence Mapping . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

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Chapter 5: Web Chat Configuration . . . . . . . . . . . . . . . . . . 27

Chapter 6: Configuring User Options . . . . . . . . . . . . . . . . . 29Configuring User Details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Assigning Client Licenses to Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31Configuring User Voice and Chat Attributes . . . . . . . . . . . . . . . . . . . . . . . 31Configuring User Account Code Options. . . . . . . . . . . . . . . . . . . . . . . . . . 32Adding Active Directory Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32Adding Users in a Federated Deployment. . . . . . . . . . . . . . . . . . . . . . . . . 33Importing Users from a .CSV File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34Removing Users from MaxAdmin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35Assigning Users to Workgroups and MaxGroups . . . . . . . . . . . . . . . . . . . . 35

Configuring Workgroup Personal Answer Announcements . . . . . . . . . . . . . . 37Granting Monitor Privileges to Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Set Up Agent Monitoring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39Configuring Redundancy Notifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

Chapter 7: Configuring MaxGroups . . . . . . . . . . . . . . . . . . . 41Creating New MaxGroups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

Deleting MaxGroups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43Renaming MaxGroups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43Configuring MaxGroup Voicemail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Adding Members to MaxGroups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44Setting Login Rules For System Restarts . . . . . . . . . . . . . . . . . . . . . . . . . 45

Configuring Session Handling Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45Forwarding Options. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48Forwarding to Outside Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

Configuring Busy Handling Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48Configuring Forwarding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49Configuring Intra-Group Distribution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49Configuring No-Answer Handling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50Configuring Group Ring No Answer/Logout Handling . . . . . . . . . . . . . . . . . . 50Assigning MaxGroup Queue Phrases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51Assigning Supervisors to MaxGroups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52Routing Calls to MaxGroups via AA/IVR . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

Chapter 8: Configuring Workgroups . . . . . . . . . . . . . . . . . . 55About Chat Workgroups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56

The Agent's Perspective. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57Behind the Scenes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57Parameters Modified for Chat Sessions . . . . . . . . . . . . . . . . . . . . . . . . . . 58Parameters Not Available for Chat Workgroups . . . . . . . . . . . . . . . . . . . . 59Queue Management Options for Chat Workgroups . . . . . . . . . . . . . . . . . . 59Chats in MaxAgent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

Creating New Workgroups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60Deleting Workgroups. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60Renaming Workgroups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60Configuring Workgroup Voicemail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60Configuring Workgroup Service Levels. . . . . . . . . . . . . . . . . . . . . . . . . . . 61

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Establishing Workgroup Membership . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63Setting Login Rules For System Restarts . . . . . . . . . . . . . . . . . . . . . . . . . 63

Defining Workgroup Business Hours . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64Configuring Skill-Based Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65Configuring Session Handling Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67

Forwarding to Outside Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68Configuring Busy Handling Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68Configuring Forwarding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68Configuring Intra-Group Distribution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69Configuring No-Answer Handling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71Configuring Group Ring No Answer/Logout Handling . . . . . . . . . . . . . . . . . . 71Configuring Announcements to Play/Display Before Connecting . . . . . . . . . . 72Configuring Inter-Workgroup Distribution . . . . . . . . . . . . . . . . . . . . . . . . . 73Outbound Workgroup Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73

Configure Campaign Caller ID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74How Agents Use Campaign Caller ID . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74Caller ID Precedence. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75

Configuring Queue Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75Assigning Queue Phrases. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76Configuring Queue Announcements . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77Expected Wait Time Sampling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77Configuring Queue Overflow Forwarding . . . . . . . . . . . . . . . . . . . . . . . . . 78Allowing Supervisors to Manage the Queue . . . . . . . . . . . . . . . . . . . . . . . 79

Configuring Queue IVR Responses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79Configuring Response Actions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80

Configuring Workgroup Recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80Call Recording after Transfers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82

Configuring Voicemail Notifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82Configuring Notification Timing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83

Chapter 9: Multilingual Configuration . . . . . . . . . . . . . . . . . 85About Multi-Lingual Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85Configuration Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86About Language Phrase Packages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86

Directory Structure for Language Phrase Packages . . . . . . . . . . . . . . . . . . 86The Language Packages Configuration Tool . . . . . . . . . . . . . . . . . . . . . . . . 87Initial Language Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87Uninstalling Language Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87Which Language Will Be Used? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87

Chapter 10: Configuring Routing . . . . . . . . . . . . . . . . . . . . 89Configuring Inbound Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89

Creating URI Routing Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90Configuring Caller ID Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92

How the System Routes Incoming Calls. . . . . . . . . . . . . . . . . . . . . . . . . . 92The Caller ID Routing Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93Configuring Caller ID Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93

Configuring Virtual Extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93

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Chapter 11: Configuring IVR . . . . . . . . . . . . . . . . . . . . . . . . 95Planning Is Essential . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96IVR Terminology . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96Example: IVR Planning . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97Adding New IVR Trees . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98Configuring IVR Menu Items . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99

Action Descriptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100Collecting Digits . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101Making IVR Assignments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102

Enabling Multilingual for IVR Systems . . . . . . . . . . . . . . . . . . . . . . . . . . . 102Phrase Management - Voice . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103

Using Professionally Recorded Phrases . . . . . . . . . . . . . . . . . . . . . . . . . 104Recording Custom Phrases. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104Music On Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104

Uploading Voice and Chat Phrases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104HTML Web Chat / Agent Announcement Phrase Stylesheets . . . . . . . . . . . . 106Custom User Directories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107

Creating New Custom Directories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107Add OU Users to Directories. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108Add Security Group Users to Directories . . . . . . . . . . . . . . . . . . . . . . . . 108Import Users into Directories from CSV Files . . . . . . . . . . . . . . . . . . . . . 109Add Groups of Users from MaxGroups, Workgroups Into a Directory . . . . . 111Add Custom Directory Contacts to Directories . . . . . . . . . . . . . . . . . . . . 112Dial by Extension, Dial by Name. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112Assign Custom User Directories to IVRs. . . . . . . . . . . . . . . . . . . . . . . . . 113Assigning Dial-by-Name, Dial-by-Extension in AA/IVR. . . . . . . . . . . . . . . 114

Chapter 12: Configuring Business Hours and Holidays . . . 115Defining Business Hours . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115

Modifying the Default Business Hours Profile . . . . . . . . . . . . . . . . . . . . . 116Creating New Business Hours Profiles . . . . . . . . . . . . . . . . . . . . . . . . . . 116Deleting Business Hours Profiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117

Defining Business Holidays . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117Modifying the Default Holiday Profiles (System or System.chat) . . . . . . . . 118Adding New Holiday Profiles. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119

Copying Holidays from One Holiday Profile to Another . . . . . . . . . . . . . . . . 119Creating A Similar Profile for Voice or Chat . . . . . . . . . . . . . . . . . . . . . . 120Updating the Dates of Annual Holidays . . . . . . . . . . . . . . . . . . . . . . . . . 120Assigning Holiday Profiles to URI / Caller ID Routing Rules . . . . . . . . . . . 120

Chapter 13: Configuring Redundancy . . . . . . . . . . . . . . . . 121Enabling Redundancy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121Manually Switch to the Standby Server . . . . . . . . . . . . . . . . . . . . . . . . . . 122

Chapter 14: Configuring Admin Users . . . . . . . . . . . . . . . . 123Granting Admin Privileges to Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123Restricting Admins to Group Supervisors . . . . . . . . . . . . . . . . . . . . . . . . . 124Changing Administrator Privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125

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Appendix A: Tools and Applications. . . . . . . . . . . . . . . . . . 127Backup and Restore Utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127

Backup Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128Configuring a Weekly Backup Schedule . . . . . . . . . . . . . . . . . . . . . . . . . 128Performing a One-Time Backup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129Restoring Backed up Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129

Start & Stop All MaxACD Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130Trace Collector . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131CWSDB Connection Tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133

Appendix B: Network Ports . . . . . . . . . . . . . . . . . . . . . . . . 135

Appendix C: Technical Support . . . . . . . . . . . . . . . . . . . . . 137

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MaxACD 7.1 Administration Manual 1

About This Manual

This manual shows administrators how to configure a MaxServer using the Administrator portal (MaxAdmin).

Related DocumentationDeployment and upgrade guides for MaxACD 7.1 can be found in the Altigen Knowledgebase, athttps://know.altigen.com.

• MaxACD 7.1 All-in-One Deployment Guide

• MaxACD 7.1 Web Chat Deployment Guide

• MaxACD 7.1 Upgrade Guide

• MaxACD 7.1 Federation Guide

• MaxACD 7.1 AD FS Configuration Guide

Client manuals can be found on Altigen Communication’s MaxACD web site, at https://www.altigen.com/support/. That site will have the latest version of each document.

• New Features Guide

• MaxAgent Manual

• MaxSupervisor Manual

• Advanced Call Router Manual

• MaxInSight Manual

• MaxReports Manual

• CDR Manual

• VR Manager Manual

Information contained in this document is believed to be accurate and reliable at the time of printing. However, due to ongoing product improvements and revisions, Altigen cannot guarantee accuracy of printed material after the date published, nor can it accept responsibility for errors or omissions.

https://www.altigen.com/support

https://know.altigen.com

2 MaxACD 7.1 Administration Manual


C H A P T E R

2IntroductionMaxACD takes advantage of Altigen’s many years of contact center technology innovation to deliver a mature, integrated software-based contact center solution for Microsoft Skype for Business Server. The configuration tool, MaxAdmin, is designed with an intuitive easy-to-use graphical user interface, so that IT staff can easily manage the system.

Enhancements Included in Release 7.1The following enhancements were added to the product in Release 7.1.

• Altigen Service Hub - Altigen's new Service Hub provides a single sign-on portal. You will log into the Service Hub, then from there, you can open MaxAdmin to configure your services.

• New Look and Feel - MaxAdmin's new design offers categories along the left, with tabs along the top.

• MaxGroups - MaxGroups are a basic type of Huntgroup, allowing you to set up inbound call handling and call routing rules.

• User Detail Enhancements - New fields and actions have been added to the User > General tab.

• Custom User Directories - Instead of using one single, company directory in all IVR branches, you can create multiple, smaller directories that are focused on departments or locations. You can import a list of users from a .CSV file.You can then assign these focused directories in IVR branches.

• IVR Dial-by-Name, Dial-by-Extension updates - You can enable Dial-by-name and Dial-by-extension options for users, by User Directory. For example, you can enable the Dial-by-Name feature for a user in one Directory and disable that feature in other Directories.

• Enhanced Search Options - In many places in the product, you can now search for a user or group, by name. This is now available in the User tabs, in Directory Management, in MaxGroups and Workgroup tabs, and in the License tab.

• Federation Support - MaxACD now supports Federation. Refer to the MaxACD 7.1 Federation Guide for details.

• Import users into MaxAdmin - You can import a list of users into MaxACD Administrator.

• Chat Window Enhancements - The agent’s chat window shows the name of the MaxGroup, the chat’s wait time in the queue, the user’s selections from the AA/IVR, and an caller-entered digits (IVR data).

• Exchange Integration - MaxACD now supports Exchange Online; refer to the separate guide, MaxACD Exchange Integration, for details and instructions.

Chapter 2: Introduction


• Voice Policy Assignment - You can now assign a Voice Policy for calls. You assign this on the System > Server tab.

• Variable Extension Length - MaxACD now supports environments with variable extension lengths. For example, some users can have 3-digit extensions while other users have 4-digit extensions.

• Maximum number of users - You can now set the maximum number of users for each MaxServer, up to 5,000 users per server. You set this maximum quantity on the System tab in teh Proxy section.

• Java Support - MaxACD now supports Java JRE 8u191.

• VRManager Enhancements - Recording file media format WMA 16kps Mono is now supported.

• New Workgroup Call Distribution Option - MaxACD now offers an option to distribute workgroup calls to agents whose status is set to “Busy.”

• Special Characters in Names - MaxACD now supports the inclusion of special characters in user and group names. Special characters are also supported for user properties imported from Active Directory.

• RESTful CTI API Support - MaxACD includes a Web Proxy, which includes a RESTful API. See the separate document, Altigen Web API.

• AD FS Support - Refer to the separate document, Active Directory Federation Services Configuration for MaxACD Cloud Deployments.

MaxACD Administrator FeaturesAdvanced call queuing – Places callers in a queue, to wait until an group member becomes available. When calls enter the queue, you can play customized system announcements about the expected wait time or the caller’s position in the queue. You can also setup up overflow conditions, and redirect overflow calls to other workgroups, to IVR sets, or individual agents.Data-Directed Routing – You can route incoming calls by the call’s URI number and set up routing rules by Caller ID.Automated call distribution – Customize how calls are routed by setting call priority, establishing skill-based routing rules, configuring how to route calls that aren’t answered, and set up after-hours, weekend, and holiday routing rules. Interactive voice response (IVR) – The IVR features provide quick and courteous processing of incoming calls. The dial-by-name feature allows callers to spell names using the telephone key pad. The system will search the Directory and make a match on the name to connect the call. Callers can be prompted to enter numbers, which are then collected and used for routing the call. You can also assign a priority level to an IVR branch, and assign skill level requirements to IVR choices.Real time assessment – You can quickly identify the number of calls in a workgroup’s queue, the longest queue time, and the number of calls that exceed the service level threshold. At a glance you can determine the number of agents in each Skype for Business status (Login, Logout, Idle, Busy, Not Ready, Wrap-up, DND/FWD, or ERROR state). Redundancy – To protect against losing data in the event of a power outage, you can set up redundancy so that if the active server fails, the standby server quickly takes over.Multi-lingual support – Supports multiple sets of system and custom language phrases. A language preference can be selected by incoming callers. Business Hours and Holiday Profiles – Set up call routing rules according to the desired Business Hours profile, and route calls as desired for Non-workdays, after-hours, and holidays.Voice and Chat Workgroups – This release of MaxACD offers both voice workgroups and chat workgroups. Chat workgroups have many of the same features as voice workgroups have, including queueing, routing, and no-answer handling options.

MaxACD Client Applications


Workgroup Call Handling – Set options for handling workgroup calls under a variety of conditions; routing calls that haven’t been answered, distributed calls within a workgroup, forwarding workgroup calls, and routing by skill level. Agent Logout Reason Codes – Allows a workgroup member to enter a reason code when signing off. Up to 20 reason codes may be defined.Priority Queuing – Allows for calls in queue to be associated with a priority. The call priority can be assigned though Caller ID routing, URI routing, IVR, or other applications. Call distribution is based on the call priority and queue time. Call priority can be escalated if queue time exceeds a certain limit.Skill-Based Routing – You can assign skill level requirements to calls, assign skill levels to workgroup members, match caller’s SKLR to agent’s SKL, and set skill coverage and escalation rules.Workgroup Activity Monitoring – Allows real-time monitoring of workgroup information – group status, call queue status, details of group queue entries, and agent status. Activity summary is available through a group view window in MaxACD Admin, MaxAgent, and MaxSupervisor.

MaxACD Client ApplicationsMaxAgent – MaxAgent is MaxACD’s integrated client application for agents and supervisors. It is designed to improve call handling and agent productivity. MaxAgent brings Contact Center control to the agent’s system and provides call statistics to monitor their individual performance metrics.• Real-time call queues display• Redirect calls sitting in queue• Monitor real time workgroup statistics• Customizable queue alerts• Control agent state via login/logout/wrap-up• Start/Stop on-demand call recordingMaxSupervisor – Allows a workgroup supervisor to view an agent’s real-time activity, log in/log out an agent, view workgroup and agent operation statistics, listen/barge-in/coach an agent’s conversation.

• All workgroups a supervisor is monitoring are displayed in a single view, making it easy to see what’s happening in all groups at once.

• A graphical view (trend lines) displays workgroup statistics to help make better staffing decisions.

• Supervisors can check workgroup voice mails without needing a separate license or needing to log in as an agent.

• Color coded priority in queue

• Change caller’s priority

• Record agent’s conversation with indicatorMaxReports – Reports an agent’s and workgroup’s operation details, including summary, analysis, and charting.Advanced Call Router – Matches incoming call data or collected digits against a customer’s CRM record to determine how to route the call. It has the capability to set call priority and caller’s skill level requirement.MaxInSight – Provides call center managers and agents with the ability to track workgroup status and performance data from their systems. MaxInSight includes the ability to see the following for single or multiple workgroups:

• Real-time queue status

• Real-time workgroup resource status

• Daily operation results

Chapter 2: Introduction


• Trends of data over timeVRManager – Allows administrators/supervisors to convert, schedule backup/delete, and query recorded files.


C H A P T E R

1System RequirementsThis section describes the following:

• Components of Release 7.1 on page 7

• MaxACD Licenses on page 8 For installation and deployment instructions, refer to the MaxACD 7.1 All-in-One Deployment Guide.

Components of Release 7.1• Service Hub – The Service Hub is where you manage your applications. Once you log into the Service

Hub, you can jump directly to other applications (including the configuration portal, MaxAdmin) without signing in again.

• MaxACD AS – The MaxACD Application server, which provides IVR and MaxACD feature services

• MaxACD Proxy – A UCMA-based application service residing in a Trusted Application Pool

• MaxAdmin – Formerly referred to as CWS (Configuration Web Service) this web application is used by administrators to configure system, feature, and user options

• CWS DB – A configuration database hosted by a MS SQL server or SQL Server Express; make sure that your browser has JavaScript enabled, so that you can see information in all tabs clearly

Note: MaxACD is a component of Microsoft UCMA server roles for Skype for Business It is important that you check with Altigen before applying a Cumulative Update, to make sure that the CU is supported by Altigen. Contact your Altigen representative for a list of approved CU updates.

RequirementsFor the All-in-One configuration, the server must meet the following minimum requirements:

• Quad-core CPU

• 4GB memory

• 100GB available hard drive disk space

• An SSD is requiredFor component and client requirements, please refer to the MaxACD 7.1 All-in-One Deployment Guide.

Chapter 1: System Requirements


MaxACD LicensesThe following table lists the licenses available for MaxACD.

Licences for MaxACD

MaxServer Base Server License

This base license enables basic functions for MaxServer. This license does not include MaxGroups or ACD functionality; therefore, customers must also order one of the following licenses:• MaxGroups Feature License• MaxACD Feature License

MaxGroup Feature License (6MG00…)

This license enables MaxGroups and AA/IVR features; the MaxServer Base Server License is required.

MaxGroups Seat License

MaxACD Feature License (6CC00…)

This license enables workgroup, chat, and AA/IVR features; the MaxServer Base Server License is required

Advanced Call Router License (6CR01…)

MaxAgent Seat Combo License (9Knn0…)

This license supports both voice and chat media. This license requires a MaxACD Feature License

MaxSupervisor License This license requires a MaxACD Feature License

Workgroup Recording License This license requires a MaxACD Feature License

Redundancy License (6RD00...) This license requires a MaxACD Feature License

VR Manager License (6VM01...) This license requires a MaxACD Feature License

Salesforce Integration License This license requires a MaxACD Feature License

Client SDK Seat License (ACD-CLTSDK)


C H A P T E R

2Getting Around Within MaxAdminThis section assumes that you have followed the instructions in the MaxACD deployment guides to install the product, including the Service Hub. It describes the following:

• Logging In on page 9

• The Sidebar Menu and Tabs on page 10

• Managing Licenses on page 11

• Changing Your Password on page 13

• Using the Search Feature on page 13

• Returning To the Service Hub on page 13

• Logging Out on page 14

• Stopping and Starting the MaxACD Service on page 14

Logging InTo configure your system, you must first log into the Service Hub. From there, you can navigate to whichever server or add-on application you want. 1. Open a browser window and navigate to the IP address or FQDN where you installed the Service Hub.

For example:http://10.20.30.40/ServiceHub/ (for on-Premise deployments)or

http://10.20.30.40/hServiceHub/ (for hosted deployments)2. Enter your login credentials.3. Once you are in the Service Hub, click the icon for the MaxServer that you want to configure. The

administrator tool, MaxAdmin, will open.

Chapter 2: Getting Around Within MaxAdmin


Figure 1. The Service Hub

The configuration portal has a new look from previous versions. In the main window of MaxAdmin, you see a Sidebar menu along the left. When you select one of those items, a series of tabs appears in the right panel Note that the specific tabs and options you see will depend upon the following:

• The features that your organization has implemented

• Your privilege level in the system

• Whether you have a hosted or on-premise deployment

Figure 2. The Sidebar Menu and Admin tabs

On most tabs, you will click an object (a user, a workgroup, a routing rule, and so on) from a list on the left, and adjust its parameters on the right.

The Sidebar Menu and TabsThere are several menus on the Sidebar menu; the specific menus and options available depend upon the features that your organization has ordered.

• Admin tabs – Where you configure system URI information, set up Caller ID routing, manage Administrator accounts, configure the Web chat parameters, and create virtual extensions.

Tabs for the current menu

Sidebar menu The name of the server you are configuring

Managing Licenses


• System tabs – Where you configure the general aspects of MaxACD, including account codes, Multi-lingual settings, and SNMP. These tasks are discussed in System Configuration on page 15.

• User tabs – Where you configure user accounts. Here, you can assign users to workgroups and grant monitoring privileges. These tasks are discussed in Configuring User Options on page 29.

• AA/IVR tabs – Where you configure IVR settings, manage phrases, and set language options. These tasks are discussed in Configuring IVR on page 95.

• MaxGroups tabs – If your organization ordered MaxGroups, this is where you will configure MaxGroup members and Call Handling options.

• Workgroup tabs – Where you configure Workgroups, including workgroup type (voice or chat), group membership, business hours, skill-based routing, session handling, and queuing options. These tasks are discussed in Configuring Workgroups on page 55.

• Work Hours tabs – These tabs are where you configure your business’s daily work hours and set up holiday profiles with routing rules. These tasks are discussed in Configuring Business Hours and Holidays on page 115.

• License tabs – Where you can view the MaxACD licenses in use and the total license count for each application; see Managing Licenses on page 11.

• Settings tabs – Where you can change the password for the Administrator account. Here, you can also set various connection information.

Managing LicensesYou can manage user seat licenses either on the License tab or in the User > General tab.To quickly view the users who have been assigned a specific seat license, 1. On the Sidebar, choose License. You see two subtabs: System Licences and License.

The System Licenses tab shows you licenses in your system, providing the total number of each license and the number of those licenses that are in use (assigned).To review license assignments, switch to the License tab. The users who have been assigned to the selected license will appear on the right.

2. To change assignments for a license, select the license and click Edit.



Figure 3. The License tab

3. The next panel shows the users who have been assigned that license. To remove that license from a user, clear the checkbox. To search for a user (to add the license for that user), use the Search field and then check the user’s checkbox.While using Search, to show licensed users at the top of the list, check the option Show licensed users first.

Figure 4. Select a user to assign this license; clear the checkbox to unassign this license

4. After making your changes, click OK.

Changing Your Password


License Considerations• If you click Edit and change license assignments, the system will validate your selections when you click

Ok.

• If you remove a media license (either Chat or Voice) from an agent, the system will automatically remove that agent from the corresponding workgroups. For example, if you remove a Chat media license from an agent, the system will automatically remove that agent from all chat workgroups.

• If you switch your license scheme to or from subscription mode, you will need to reboot MaxACD system before you will see the updates in the License tab.

• When you select the Assign Agent Basic License option (on the Users tab), you must also select one of the media options. If you do not assign a media option, MaxACD will remind you to do so.

To register licenses, refer to the steps in the MaxACD All-in-One Deployment Guide.

Changing Your PasswordTo change the password for the Admin user, log into the Administrator Portal. On the Menu bar, click Settings. Enter your current password, a new password, and then confirm the new password.On this tab, you can also retrieve the password for the database (CWSDB). Click Show Password to see the password.

Using the Search FeatureThroughout MaxAdmin, you will find Search boxes to help you find the desired user, group, or license. The next figures shows an example of the Search feature when adding users to the system.

Figure 5. Using the Search feature to find users

To search, enter all, or part of, a name and click Search.

Returning To the Service HubFrom MaxAdmin, you can return to the Service Hub if you want to switch to an add-on application or configure the Service Hub itself.To return to the Service Hub configuration panel, click the Applications icon in the top left corner and choose Settings.



Figure 6. Clicking the Applications icon to return to the Service hub

Logging OutTo log out of MaxAdmin, click the Logout button in the top right corner.

Stopping and Starting the MaxACD ServiceIf you need to shut down or restart the service, go to the MaxACD server, open Windows, and then click Start > MaxACD 7.1 > Service Utility.This utility lets you stop the MaxACD system services, including the Administrator Portal application. When you log back into the Administrator Portal, the switching services are reactivated. You can stop MaxACD services only while you are logged into the MaxACD computer.


C H A P T E R

3System ConfigurationThe System menu offers several tabs. Which tabs and options you see will depend upon the following:




Figure 7. The System tabs

Each tab offers a set of options:

• The Server tab is where you can review server details, set the main system phone number, configure integration with Exchange, and set global message notification rules. Refer to the following topics:• Viewing Server Information on page 16• Configuring Exchange Integration on page 17• Configuring Message Notification on page 17

• The Reports tab is where you can add log services (including the external logger service) and specify database retention and archival options; see Configuring Reports on page 18.

• The Account Code tab, is where you establish accounting codes, to assign calls to codes for billing purposes. See Defining Account Codes on page 19.

• The Logout Reason Code tab is where you set up reason codes, which agents select to indicate why they are logging out of a workgroup; see Defining Logout Reason Codes on page 20.

• The Call Recording tab is where you enable or disable centralized recording and specify the FTP location of the recording repository. See Configuring Call Recording on page 20.

• The Multi-Lingual tab is where you can edit the name of the languages in your system. See About Multi-Lingual Support on page 85.

• The SNMP Configuration tab is where you configure MaxACD to work with a third-party management console to set up SNMP traps; see Configuring SNMP Support on page 22.

• The Presence Mapping tab is where you map various agent states to Skype for Business states; see Configuring Skype Presence Mapping on page 25.

Chapter 3: System Configuration


• The Redundancy tab is where you can perform manual switchovers from one server to another, and where you can check the details of the most recent switchover. See the chapter Configuring Redundancy on page 121 for details on redundancy.

Viewing Server InformationThe Server tab of the System menu shows you the servers that were configured during installation. For each, you will see the current state (Active, Inactive, and so on). It also shows the Web Server Host name, which identifies the web server to which the server is currently connected. No changes can be made to this information.

Figure 8. The top part of the System > Server tab

Defining the Maximum Number of Users You can change the maximum number of users for this MaxServer; be aware that if you change this value you must restart that MaxACD services before the change will take effect.If you try to add more users than the maximum quantity you've specified, then you will see a message indicating that you must increase the maximum quantity before you can add more users.

Defining the Main Phone NumberTo set the main phone number for your system, 1. On the System menu, choose Server.

Figure 9. Entering the system’s main phone number

2. In the Phone Number section, enter the following information.

Phone Number Field Description

System Main Number Enter the main phone number for your company.

Incoming Call DNIS Length Indicate the length of incoming calls; the default is 7 digits.

Viewing Server Information


Configuring Active Directory Refer to the MaxACD Deployment Guide for details and instructions for configuring the Active Directory connection.

Figure 10. The Active Directory fields

Configuring Exchange IntegrationRefer to the MaxACD Exchange Integration Guide for details and instructions on configuring Exchange Integration.

Configuring Message NotificationTo set up message notification, 1. On the System menu, choose Server.2. Under Message Notification, enter the following information:

Note for Federated deployments: If you have Exchange Integration configured on-premise and you have configured voicemail notifications, those notifications will fail.

Configuring Voice PolicyYou can now assign an existing voice policy to the system. You do this on the System >Server tab.If the voice policy is not assigned (empty), the default Skype for Business global voice policy will be used. Notes:

• When the voice policy is not assigned, the system automatically assigns the default global voice policy

• If the assigned voice policy is not configured to make PSTN calls or transfer calls to a PSTN number, then outbound PSTN calls or transfers to PSTN numbers may fail

Voice policies can be found in Skype for business Server 2015 Control Panel, in Voice Routing > Voice Policy.

Message Notification Option Description

Maximum Retry Count The number of times the system will try to deliver a voice message notification after the original attempt (0-16).

Retry Interval (in minutes) The number of minutes between retry attempts (5-60). Your choices are in 5-minute increments. The default is 5 minutes.



1. On the menu, select System > Server.2. Near the bottom, enter the name of the voice policy file in the Voice Policy field. Click OK.

Figure 11. The Voice Policy field

The system validates your entry. If no matching file is found, a message will appear; confirm the exact filename and try again.

Configuring ReportsUse the Reports tab of the System menu to indicate where to log the call detail records (CDRs).

Figure 12. The System > Reports tab

Adding Log ServicesTo add a new log,1. On the System tab, choose Reports.2. In the Log Service section, click Add Log Service. A new row appears below the others.3. Select the checkbox to enable the new service; clear the checkbox to disable the service.4. Complete the following information, and then click Update.

To update a log, click Edit beside the report that you want to update, make your changes, and then click Update.To remove a log, click Delete beside the service that you want to remove.

Call Report Field Description

Name A descriptive name for this log service.

Server The IP address where you want to store this log data.

Port The port for the Server IP address.

Password A password for this Call report. If you do not enter a password, the password is set to “Default.”

Defining Account Codes


Configuring Database OptionsTo specify a data retention period and an archive interval,1. On the System tab, choose Reports.2. In the Internal Database Configuration section, choose your options.

Defining Account CodesUse the Account Code tab to establish various accounting or other internal codes, to assign incoming and outgoing workgroup calls to codes for billing, tracking, or forecasting purposes system-wide.Account codes are not supported for MaxGroup-only deployments; account codes apply only to workgroup calls.

Figure 13. The System > Account Code tab

To add a new account code,1. On the System menu, choose the Account Code tab.2. Click Add Account Code. A new row appears, below any existing rows.3. On the new row, type a name and a numeric account code, and then click Update. The account code may

contain 1-10 digits.Note: You can modify, or even delete, existing account codes. If you do so, be aware that any historical

reports that include changed or deleted account code information will be impacted.To edit an existing account code,1. On the System menu, choose the Account Code tab.2. Click Edit beside the code that you want to update.3. Make your changes to either the name or the code, and then click Update.To remove an account code, click Delete beside it. Once these codes are set up, you can set options for each user to indicate whether account codes must be entered for each call. See the discussion in Configuring User Details on page 30 for instructions.

Database Option Description

Active database retaining period __ months

Enter the number of months that you want to retain the information; enter a number between 1 and 12.For example, if you want to retain 2 months worth of data, enter 2 here.

Archive purged recordsHow many month’s worth of records to archive in each archive file.Enter a number between 1 and 12. For example, if you enter 3, then each archive file will store three month’s worth of records.



Defining Logout Reason CodesIn a workgroup environment, logout reason codes allow agents to specify why they are signing off from the workgroup, and the manager can view that information. If logout reasons are required, the system requests a reason when an agent logs out. Logout history can be tracked and stored for future analysis.Use the Logout Reason Code tab to establish standard codes for agents logging out of workgroups. Note that Logout codes are not supported for MaxGroups.You can define up to 20 logout reason codes.

Figure 14. The System > Logout Reason Code tab

To configure logout reason codes,1. On the System menu, choose Logout Reason Code. Any codes that have already been defined will

appear.2. Add new entries by typing a description on any empty line. 3. To require that agents must select a logout reason code when they log out of workgroups, check the option

Logout Reason Code Required.Note: You can modify, or even remove, existing logout reasons. If you do so, be aware that any historical

reports that include changed or removed logout reason information will be impacted.To rename a logout reason code,1. On the System menu, choose Agent Logout Reason.2. Type over the existing name to rename a code.To remove a logout code,1. On the System menu, choose Agent Logout Reason.2. Clear the entry for the code that you want to remove.

Configuring Call RecordingMaxACD uploads recording files to VRManager via FTP.Recording applies to voice calls; it does not apply to chat sessions. Call recording is not available for MaxGroup calls.To use the centralized call recording function, make sure the following requirements are met:

• You need a recording seat license for each extension that will be recording (except for recording to a user’s voicemail).

• It is recommended that you have a separate storage server to store recorded files.

Configuring Call Recording


• Recorded files (16kbps Mono WMA format) can be managed by the VRManager (licensed) application.

• You must set up an FTP server to facilitate the call recording transfer.

• Because recording files require a large amount of disk storage space, a SAN (Storage Area Network) is recommended, unless VRManager is used.

Description of the Recorded File NameThe recorded file name contains the following information:

• R!mmddyyyy_hhmmss!callerID!calleeID!workgroupID!DNIS!sessionID!R

• mmddyyyy_hhmmss is the time stamp when the recording starts

• callerID is the caller ID or the internal extension ID. It could also be: • bgn for barge-in call• sm for a silent monitor call• trk(bbcc) for an inbound trunk call without caller ID. bb is the board logical ID and cc is the channel ID

• calleeID is the target number or trk(bbcc)

• workgroupID is the workgroup number for a workgroup call, or ext for extension call

• DNIS is the DNIS number or NA for no DNIS number

• sessionID is the CDR session ID

Configuring RecordingTo configure system-wide call recording,1. On the System tab, choose Call Recording.

Figure 15. The System > Call Recording tab

2. Set the recording options for your environment:

3. Click the Test FTP button to verify that MaxACD can log into the FTP server successfully.

Recording Option Description

Enable Centralized Recording Check this option to turn on centralized call recording.

FTP Server The IP address of the FTP server.

FTP Path The directory that the files will be transmitted to on the FTP server.

FTP Access Account The FTP server account name that MaxACD can log into.

Password The FTP account password.



Note: You can configure call recording options for specific workgroups. See Configuring Workgroup Recording on page 80.

Note: It is strongly recommended that you use VRManager to manage centralized recording and that you save recordings to a local drive or network attached storage on the gateway that is running MaxACD.

Configuring SNMP SupportSNMP (Simple Network Management Protocol) is used in network management systems to monitor network-attached devices for conditions that warrant administrative attention. The MaxACD SNMP configuration, used with a third-party management console, helps you monitor the MaxACD alerts so that you can use MaxACD more securely. Using an SNMP v3 agent, MaxACD sends SNMP traps to the management console when alarm conditions are detected.

Figure 16. The System > SNMP Configuration tab

Note: The SNMP traps are sent by the MaxACD AS (Server up, Server down traps), AltiKeep (warm start trap), and AltiServ (all other traps), so those services must be started, or the traps will not be sent.

Configuring SNMP Support in MaxAdminTo configure SNMP support,1. On the System tab, choose SNMP Configuration.2. Check Enable SNMP Traps.

Warning!If you are using FTP protocol, the FTP server must be installed and configured properly on the same machine as the Central Location directory.An FTP folder must be created for the Central Location, so that it can be fully accessible through FTP.

!

Configuring SNMP Support


3. Provide the following information:

About SNMP Management ConsolesTo use SNMP, you need an SNMP management console that is SNMP v3-supported for receiving and collection. If you’re not already using a management console, consider MG-Soft Trap Ringer Professional Edition, available from MGSoft Corporation.You can get help about how to configure an SNMP User Account and Management Console Port in that product’s Help system.Note: Altigen’s IANA Private Enterprise Number is 13679.

SNMP Configuration Fields Description

SNMP Management Station Address The IP address of the SNMP Management console that you are using.

SNMP Management Station Port The port for the SNMP Management Station IP address

Security Level• No Authentication and No Privacy• Authentication Without Privacy• Authentication and Privacy

Security User Name The user name.

Authentication Method

If you chose a security level, specific the method:• None (no authentication)

• MD5 – Use a Message-Digest algorithm for encryption

• SHA – Use a hash function algorithm for encryption

Authentication Password The password that will be used to authenticate SNMP messages

Privacy Protocol

If you chose Authentication and Privacy, specify which privacy protocol to use:• DES – Data Encryption Standard encryption, which uses 56-bit keys.

• 3DES – 3DES symmetric encryption, which uses DES three times with one, two, or three keys.

• AES128 – Advanced Encryption Standard encryption, which uses 128-bit keys.

Privacy Password The password that will be used to encrypt SNMP messages.

SNMP Trap Options Description

Memory usage exceeds

This trap is sent when MaxACD detects that the lowest virtual memory usage exceeds a specified percentage of physical memory configuration within a 10-minute duration. Default value is 80%. The next trap will be sent after the condition is cleared then occurs again. The minimum duration between any two consecutive traps is 30 minutes.

Average CPU utilization exceeds

This trap is sent when MaxACD detects its average CPU utilization exceeds a specified percentage in any 10-minute duration. Default value is 80%. The next trap will be sent after the condition is cleared then occurs again. The minimum duration between any two consecutive traps is 30 minutes.

Hard disk usage exceedsThis trap is sent when hard disk usage of MaxACD transitioning from below threshold to on or above threshold is detected. Default value is 80%. The minimum duration between any two consecutive traps is 30 minutes.



List of SNMP TrapsA trap is sent when the following conditions are detected.

• MaxACD server status changes to up. (Specific trap) This trap is sent when the MaxACD server is up.

• MaxACD server status changes to down. (Specific trap) This trap is sent when the MaxACD server is down.

• MaxACD Proxy server status changes to up. This trap is sent when MaxACD Proxy server is up.

• MaxACD Proxy server status changes to down. This trap is sent when MaxACD Proxy is down.

• Redirector server status changes to up. (Specific trap) This trap is sent when Redirector is up.

• Redirector server status changes to down. This trap is sent when Redirector is down.

• Excessive memory usage on MaxACD. (Specific trap) This trap is sent when MaxACD detects the lowest virtual memory usage exceeds a specified percentage of physical memory configuration within 10-minute period. The next trap will be sent after the condition is cleared then occurs again. The minimum duration between any two consecutive traps is 30 minutes.

• Excessive CPU utilization on MaxACD. (Specific trap) This trap is sent when MaxACD detects that its average CPU utilization exceeds a specified percentage in any 10-minute duration. The next trap will be sent after the condition is cleared then occurs again. The minimum duration between any two consecutive traps is 30 minutes.

• Excessive hard disk usage on MaxACD. (Specific trap) This trap is sent when hard disk usage of MaxACD transitions from below threshold to on or above threshold is detected. The minimum duration between any two consecutive traps is 30 minutes.

• Redundancy switch-over. (Specific trap) This trap is sent when a redundancy switch-over between the active and the standby server is detected. This trap is reported by the newly activated MaxACD AS.

• A MaxACD server component is up or down.

• MaxACD Application server status is changed to up.

• MaxACD Application server status is changed to down.

• MaxACD Proxy server status is changed to up.

• MaxACD Proxy server status is changed to down.

• Redirector server status is changed to up.

• Redirector server status is changed to down.

SNMP Trap OID NumbersThe following table identifies SNMP trap numbers.

Generic SNMP MIB OID Description

1.3.6.1.6.3.1.1.5.1 MaxACD cold started // AltiWare started

1.3.6.1.6.3.1.1.5.2 MaxACD warm started // AltiWare started by AltiKeep

1.3.6.1.6.3.1.1.5.3 [T1/E1/PRI Span|SIP-trunk] link down // T1/E1/PRI span or SIP trunk channel network failed

1.3.6.1.6.3.1.1.5.4 [T1/E1/PRI Span|SIP-trunk] link up // T1/E1/PRI span or SIP trunk channel network ok

1.3.6.1.6.3.1.1.5.5 Authentication failure

Configuring Skype Presence Mapping


Configuring Skype Presence MappingYou can map various Skype for Business Presence states to agent Ready or Not Ready states. When an agent’s Presence state changes, the agent state will be changed accordingly. Presence Mapping is not supported for MaxGroups.For example, if the agent changes his or her Skype for Business Presence to Busy, the agent state has to option to be changed to Not Ready and no workgroup calls will be sent to this agent. When the agent’s Presence is changed back to Available, the agent state changes to Ready and the agent will receive workgroup inbound calls.To configure Presence mapping,

1.3.6.1.6.3.1.1.5.6 egpNeighborLoss

1.3.6.1.6.3.1.1.5.7 Enterprise specific

Enterprise-specific SNMP Trap Number Description

1.3.6.1.4.1.13679 Altigen enterprise OID

1.3.6.1.4.1.13679.1 Softswitch up

1.3.6.1.4.1.13679.2 Softswitch down

1.3.6.1.4.1.13679.3 Gateway up

1.3.6.1.4.1.13679.4 Gateway down

1.3.6.1.4.1.13679.5 VoIP domain server up //enterprise server master up

1.3.6.1.4.1.13679.6 VoIP domain server down

1.3.6.1.4.1.13679.7 VoIP domain slave up

1.3.6.1.4.1.13679.8 VoIP domain slave down

1.3.6.1.4.1.13679.9 IP phone service up

1.3.6.1.4.1.13679.10 IP phone service down

1.3.6.1.4.1.13679.11 Voicemail server up

1.3.6.1.4.1.13679.12 Voicemail server down

1.3.6.1.4.1.13679.13 CT proxy service up

1.3.6.1.4.1.13679.14 CT proxy service down

1.3.6.1.4.1.13679.15 High memory usage

1.3.6.1.4.1.13679.16 High CPU usage

1.3.6.1.4.1.13679.17 Low hard disk space

1.3.6.1.4.1.13679.18 Redundancy switchover

1.3.6.1.4.1.13679.19 Altigen IP phones redirect to an alternative server

1.3.6.1.4.1.13679.20 Altigen IP phones redirect back

Generic SNMP MIB OID Description



1. On the System tab, choose the Presence Mapping tab.2. For each Presence state, select a corresponding agent state. The choices will vary from one presence to

another.

Figure 17. The System > Presence mapping tab

Note: Logging into a workgroup does not change the agent’s Ready/Not Ready state.

Skype Presence Option Description

Ready

The agent is ready to accept calls.Note that this setting will honor the agent's configured wrap-up time before distributing the next call. So although the state will say “Ready,” if the agent has a 30-second wrap-up period configured, then no calls will be distributed to this agent for 30 seconds.

Not Ready The agent is not ready to accept calls.

Do Not Disturb The agent is not ready to accept calls.

Workgroup Logout Dialog Box The agent is presented with logout options.

Connect The agent is currently in a call, no new calls can be accepted until the agent returns to a Ready state.

Unstaffed The Skype for Business client is signed out.

MaxACD 7.1 Administrator Manual 27

C H A P T E R

4Web Chat ConfigurationFor details on deploying the Web chat feature, follow the steps in the MaxACD Web Chat Deployment Guide. The parameters on the Admin > Chat Configuration tab are described there, in the context of the chat deployment process. The Web chat is available with a MaxACD Feature license; it is not available for a MaxGroups-only deployment.

Figure 18. The Web Chat Configuration tab

Chapter 4: Web Chat Configuration

28 MaxACD 7.1 Administrator Manual


C H A P T E R

5Configuring User OptionsMaxACD is designed so that you can manage user membership via Active Directory. When a change is made in Active Directory, MaxACD will get the update automatically. Take the following considerations into account when changing or removing users:

• If a user is deleted from Skype for Business, the user will also be deleted from the MaxServers he or she was part of.

• If the SIP URI of a user changes, you must delete the user from MaxAdmin and then add the user back as a new user.

The User menu offers several tabs, where you will configure various user options. The specific tabs and options you see will depend upon the following:



• W whether you have a hosted or on-premise deployment

Figure 19. The User tabs

• The General tab is where you can to the following:• Assign client seat licenses to users; see Assigning Client Licenses to Users on page 31.• Set various voice and chat options for users; see Configuring User Voice and Chat Attributes on page

31.• Configure account code options; see Configuring User Account Code Options on page 32.• Add Skype for Business users into the system; see Adding Active Directory Users on page 32.

• The Group Membership tab is where you assign users to workgroups; see Assigning Users to Workgroups and MaxGroups on page 35.

• The Monitor List tab is where you grant specific monitor permissions to users; see Granting Monitor Privileges to Users on page 38.

• The Notification tab is where you configure various alerts for users; see Configuring Redundancy Notifications on page 40.

Note: To add or update Administrative users, see Configuring Admin Users on page 123.

Chapter 5: Configuring User Options


Configuring User DetailsOnce your users are imported from the Active Directory, you can enable licenses and customize details for each user as needed.When you enter details for a user, you can apply the current settings to just the current user or to several users. To apply settings to multiple users, click Apply To and choose the users from the list.The Apply To feature copies the following settings from the current user to the users you select:

• The Domain Name setting (but not the SAM name)

• The Number of seconds before handling value

• All of the options in the Account Code section

Figure 20. The User > General tab

Click here to apply these settings to only this user

Click here to apply these settings to multiple users

Configuring User Details


This release includes additional fields and options for users:

• SAM Name - In case a user’s UPN name and SAM account name are different, administrators will be able to use a different domain name for the user. When administrators add a user, the system will retrieve the SAM Account Name from Active Directory automatically. This field helps alleviate issues where the user’s UPN is not accepted during login.

• Retrieve AD Details button - This button pulls the user's details from Active Directory (AD). Use this feature when changes have been made to the user's AD account and you want to bring those changes into MaxACD. This button only appears for users whose data was pulled from AD. Therefore, you will not see this but-ton when reviewing details for custom users.

• Update Status button - This button offers you a quick way to retrieve the user’s current status.

• Assign MaxGroup License - This checkbox lets you assign a MaxGroup seat license to a user.

• Support for special characters - You can now include special characters in user names. Special characters are also supported for user properties imported from Active Directory.

Assigning Client Licenses to UsersTo assign client licenses to users and to configure other options,1. On the User menu, choose General.2. In the Name panel, select the user’s name. You will see details for that user on the right.

The fields in the Personal Information section, such as Line URI, SIP URI, UPN, and Email, are pulled from the records in Active Directory; they cannot be changed here. Note that these fields do not apply for Federated deployments.

3. Select the licenses to assign to this user in the License Assignment section. Notes:

• If no more licenses are available for a specific client, you will see a warning message when you click OK.

Configuring User Voice and Chat AttributesTo configure voice and chat attributes for a user,1. On the User menu, choose General.2. In the Name panel, select the user’s name.

Figure 21. User voice and chat attributes

3. Configure the options as appropriate.

User Attribute Description

Voice Settings

Number of seconds before handling Specify how many seconds the system should wait before handling incoming calls for this user.



Configuring User Account Code OptionsAccount codes apply to workgroup calls; they do not apply to MaxGroup calls.To configure account code options for a user,1. On the User menu, choose General.2. In the Name panel, select the user’s name. 3. In the Account Code section, choose the appropriate options for this user.

Adding Active Directory UsersNote: You cannot add Active Directory users to a Federated system. You must add them manually; see

Adding Users in a Federated Deployment.To add an Active Directory user into the system,1. On the User menu, select the General tab.2. Below the Name panel on the left, click Add.3. Click Search.4. Enter the name (or part of the name) and click Search.

Caller ID

Each user will have an assigned a caller ID number. When an outgoing call is made by this extension, the caller ID number entered in this field will be transmitted to the receiving caller. This is a numeric field; enter numerals only.For outbound MaxAgent workgroup calls, MaxACD will use the agent’s Caller ID entry as the transmitted Caller ID.If this field is empty, MaxACD will use the Line URI number; if the Line URI has not been defined in Skype for Business, MaxACD will use the System Main number as transmitted Caller ID. (System Main Number is found on the System Server tab.)Note: Make sure your service provider and SIP gateway/SIP trunk support Transmitted Caller ID. If they don't support TID, then the number you enter into this field will not be presented for outbound calls.

Chat Settings

Display Agent Name Enter the name to display to the customer/associate in Chat sessions.

Account Code Option Description

Enable Forced Account Code

Prompts the user to enter an account code when placing calls in MaxAgent. If you enable this feature, you can choose additional options:• Override Allowed – Allows this user to press # to bypass entering an

account code.

• Account Code Validation – Forces this user to enter a valid account code, by having MaxACD validate the user’s entry before placing the call.

Block Account Code DisplayIf you select this option, then the account code list will not appear when the user tries to enter an account within MaxAgent. This prevents users from seeing account codes that they do not need to see.

User Attribute Description



Figure 22. Click Search to find the user

• You can search by first name, last name, or UPN.

• You can use a space in your search criteria to separate the first name from the last. For example, entering B <space> H will list all users whose first name begins with the letter B and whose last name begins with the letter H.

5. In the search results, click the name of the user and then click Done. (If you want to add several users at a time, you can continue to add other users by clicking their names, and then click Done after you have added them all.) The user will be added into MaxACD, and the name will appear in the Name pane (which is sorted in alphabetical order).The search results will only list those users who are not already in MaxACD. In other words, Skype users who are already in MaxACD will not be listed in the search results. If your search does not return the user that you expect, scroll the list in the left pane to see if they are already in the system.

6. Configure details for the user (see Assigning Client Licenses to Users on page 31 for descriptions).After you add a user, it may take several minutes for the user’s Skype Presence to come online.Note: If you cannot retrieve users from Active Directory, open IIS and check that the Domain Admin account

has Local Admin privileges and Active Directory Search privileges.

Adding Users in a Federated DeploymentThis release of MaxServer supports Federation. Note that you must request a Federated system when you order MaxACD. (In some cases, you will automatically deploy a Federated version; for example, if you ordered Altigen-hosted MaxACD/MaxGroups to work with your local on-premise Skype for Business users.) You cannot change a regular deployment of MaxACD/MaxGroups to a Federated version, or vice-versa.For details on configuring your Skype deployment for Federation, refer to the Microsoft documentation. One article that may be helpful: https://docs.microsoft.com/en-us/skypeforbusiness/set-up-skype-for-business-online/allow-users-to-contact-external-skype-for-business-users.Make sure that you review the MaxACD 7.1 Federation Guide for special configuration steps.In general, Federated users can perform all of the same call functions as local users would, with the following exceptions:

• A Federated MaxGroup member cannot perform a consultative transfer to an outside number

• A call to a SFB user who then forwards the call to a Federate SIP URI will failNote that MaxACD does not support Skype for Business Online Federated users.

https://docs.microsoft.com/en-us/skypeforbusiness/set-up-skype-for-business-online/allow-users-to-contact-external-skype-for-business-users

https://docs.microsoft.com/en-us/skypeforbusiness/set-up-skype-for-business-online/allow-users-to-contact-external-skype-for-business-users



To add agents into a Federated deployment of MaxServer, you can add users manually or import them from a CSV file. For instructions on importing users from CSV files, see the section, Importing Users from a .CSV File on page 34.

Adding Federated Users ManuallyFollow these steps to add Federated users manually.1. In MaxAdmin, switch to the User tab. Click Add below the user list.2. Enter details for the user and click OK. Required fields have a red asterisk.

Importing Users from a .CSV FileYou can import users from a .CSV file. The file must be in the following format:ADFS,firstname,lastname,password,lineuri,sipuri,upn,email

Figure 23. Example of a .CSV file showing the order of the data

The .CSV file must contain a header row. For the first column, ADFS, the value should be either 0 (meaning this is a custom user) or 1 (meaning this user comes from AD FS). 1. On the Users tab, click Add.2. Click Browse to browse to your CSV file.

Figure 24. Import users from a csv file

3. Review the list of users. Users with a checkmark will be imported, so clear the checkboxes of any users that you do not want to import. Click OK to import the users.

User Field Description

First Name The user’s first name.

Last Name The user’s last name.

Password Enter the MaxAgent password for this user; this password may be different from the user's Skype for Business password.

Line URI The user’s Line URI.

SIP URI The user’s SIP URI.

UPN The user’s User Principal Name (UPN).

Email The user’s email address.



Figure 25. A list of users that will be imported

Removing Users from MaxAdminTo remove a user, select the user name in the left panel and click Delete. The user remains in the Active Directory; the user no longer appears in MaxAdmin.

Assigning Users to Workgroups and MaxGroupsYou can add users to workgroups and/or MaxGroups on the User > Group Membership tab. (You can also do this on the Workgroups > Group Member tab and the MaxGroups > Group Member tab.)

• Users can belong to multiple groups

• Users can belong to both workgroups and MaxGroupsTo add a user to an existing group,1. On the User menu, select the Group Membership tab.2. In the left panel, select the user’s name. You will see the workgroups the user belongs to in the Member

list.



Figure 26. The User > Group Membership tab

3. To add this user to a workgroup or MaxGroup, select that group in the Non-Member List and click <Add. That group should now appear in the Member List. (To remove the user from a group, select the group in the Member List and click Remove>.)

4. Configure the workgroup options for this user. Note that these options apply only to workgroups - they do not apply to the user’s MaxGroups.

User Workgroup Option Description

Personalized Answer AnnouncementUse this option to configure a personal answer announcement for workgroups for this agent. You can configure a text announcement for chat sessions and a voice announcement for calls. See Configuring Workgroup Personal Answer Announcements on page 37 for details.

Allow Workgroup Wrap-up Time

Allows this user to have wrap-up time for workgroups. Wrap-up time is a system delay between the time an agent finishes a workgroup call and the time the next workgroup call is routed to the extension. It gives the agent time to finish up with notes, prepare for the next call, log out of the group, or click the “Not Ready” button in MaxAgent. You can set a wrap-up time of up to 29 minutes, 59 seconds. Note that agents will still get direct calls during wrap-up time.

Chat Inter-session DelaySelect this option if you want to allow a delay between chat sessions; specify the minutes and seconds to delay the next incoming chat session.

Maximum Number of Concurrent Chat Sessions

Enter the maximum number of concurrent chat sessions that you want this agent to handle, up to 10 sessions maximum.Note that the 10-session limit does not apply if a chat is redirected or the agent uses the Pickup button to retrieve the next chat in the queue. Setting the Skype status to Not Ready will stop additional chats from being delivered to the agent.

Enable Chat Auto-Answer Select this option if you want to enable the chat Auto-answer for this agent.

Allow Pickup Call from Workgroup Queue

Allows this user to pick up calls or chat sessions from the user’s workgroups. The agent must be logged in to a workgroup in order to pick up calls or chats.

Configuring Workgroup Personal Answer Announcements


Configuring Workgroup Personal Answer AnnouncementsThis feature applies only the workgroups to which the member belongs - it does not apply to MaxGroups. the member You can configure custom answer announcements each agent, for both chat sessions and voice calls. Agents can have one custom announcement phrase per workgroup tab.1. On the User menu, select the Group Membership.2. In the Name panel, select the user’s name.3. Click the button beside Personalized Answer Announcement.

Figure 27. Click Personalized Answer Announcement

Log Outbound Call to Workgroup

The workgroup to which you want to log this user’s outbound calls in MaxAgent.Logging outbound calls is useful for call detail reporting and group statistics. All calls made by the agent while logged into the group will be tracked as calls from the Workgroup. If the agent is not logged into the workgroup that you assign here (or to whichever workgroup the agent set for logging calls), then the agent cannot make outbound workgroup calls.If the Allow Agent to Change Outbound Workgroup check box is selected, this user can change the outbound group from within MaxAgent.Note: If you do not specify a workgroup here, then the agent will not be able to make outbound workgroup calls from MaxAgent.

Allow Agent to Change Outbound Workgroup Allows the user to change the workgroup for logging outbound calls.

User Workgroup Option Description



Figure 28. Configuring a personal announcement for an agent

4. In the window that opens, select Voice or Chat.5. If the agent is assigned to multiple workgroups, highlight the workgroup that you want to configure. (You

can copy an announcement to other workgroups as needed.)6. Click Choose File and upload the phrase.

• If you are configuring the announcement for a chat workgroup, you must upload an .HTM file.

• If you are configuring the announcement for a voice workgroup, you must upload a .WMA file.7. Once the file has uploaded, click OK.8. Check the Enable Personalized Answer Announcement option to enable the feature.9. To copy an announcement from one workgroup to another, check the checkbox for the target workgroups

and click the Copy To button. Note that you can only copy announcements to workgroups of the same media type; in other words, you can copy a voice announcement only to other voice workgroups, and you can copy a text announcement only to other chat workgroups.

10. When you have finished configuring the announcements for this agent, click Done to close the panel.If you want to download a phrase, select that workgroup (if the agents is part of multiple workgroups) and then click Download. The phrase file that is assigned to the workgroup will be downloaded to the location that you specify.Note: You will not be able to click another agent in the Names list while you are in this panel. When you have

finished configuring announcement files for the current agent, you must click Done. You will return to the User > Group Membership tab, where you can select another agent to configure as needed.

Tip: To embed the agent's name into the phrase, use %f (first name) and %l (last name) in the HTML phrase. For more about chat phrases, see HTML Web Chat / Agent Announcement Phrase Stylesheets on page 106.

Granting Monitor Privileges to UsersYou can configure monitor privileges for each user. Once you have set up such privileges, the user can receive call events for those monitored extensions.

Granting Monitor Privileges to Users


If you add monitoring rights to a user, the users whom that agent can monitor will be listed in the agent’s Monitor tab in MaxAgent.In MaxSupervisor, agents can monitor only the workgroups that they are currently logged into.

Set Up Agent MonitoringTo configure monitoring privileges for a user,1. On the User menu, select the Monitor List tab.2. In the Name panel, select the user’s name. You can also select a workgroup or MaxGroup to monitor.

Figure 29. The User > Monitor tab

3. To allow this agent to monitor another user’s calls, choose the user in the Non-Member list and click <Add. That user’s name should now appear in the Member List.

4. Check Block Caller Name and Number if you do not want the monitoring agent to see that information in the Monitor tab of MaxAgent.

To remove monitoring privileges for an agent, select the monitored user’s name in the Member List and click Remove>. That user’s name should now appear in the Non-Member list. Or, click Default, which removes users from the Member list.

Warning!Listening in to or recording a conversation without the consent of one or both parties may be a violation of local, state and federal privacy laws. It is the responsibility of the users of this feature to assure they are in compliance with all applicable laws.

!



Configuring Redundancy Notifications If you have configured a redundant MaxACD system, then you can indicate, for each Skype user, whether they should be notified when there is an issue regarding MaxACD system redundancy. If you have not configured redundancy, these fields will not be available.These fields are not currently enabled for Hosted MaxACD deployments.Note: In order to notify an Admin user when there is a redundancy issue, the Admin user must have a SIP

URI or a phone number.Either of these two conditions can trigger notifications to be sent:

• If the system switches from the active server to the standby server

• If the standby server’s status changes to “Down,” which indicates that the standby server has a problemTo have a user receive notification when there is an issue regarding MaxACD system redundancy,1. On the User menu, select the Notification tab.

Figure 30. The User > Notification tab

2. In the Name panel, select the user’s name.3. Check the Notify user of Redundancy issues option.4. For the destination, choose either Phone or SIP URI.

If you choose SIP URI, either type the address or click the button to search for the appropriate SIP address for the user. For Federated deployments, you cannot search for the user by SIP URI.

5. Choose when to begin playing the message: enter a specific number of seconds of delay after the call is answered.


C H A P T E R

6Configuring MaxGroupsMaxGroups are a very basic type of huntgroup for Skype for Business. MaxGroups allow organizations to implement inbound call rules, including call handling and call routing options. You can also include MaxGroups in AA/IVR trees and in call routing.You must have the appropriate licenses to implement MaxGroups; contact your Altigen representative for details.Many of the MaxGroups features are similar to workgroup features. However, MaxGroups offer a very limited sub-set of features when compared with MaxACD workgroups.

• Most of the call-center features of MaxGroups, such as call recording, silent monitoring, barge-in, coaching, advanced call distribution, skill-based routing, and business hours are not supported in MaxGroups.

• MaxGroups are limited to voice calls; chat sessions are not supported.

• MaxGroups cannot integrate with Salesforce.com.There are several tabs for configuring MaxGroups. The specific tabs and options you see will depend upon the following:




Figure 31. The tabs on the MaxGroups menu

• The General tab is where you create MaxGroups and configure options for them. See Creating New MaxGroups on page 42.

• The Group Members tab is where you add or remove members from MaxGroups. See Adding Members to MaxGroups on page 44.

• The Session Handling tab is where you set busy handling, no-answer handling, and forwarding options. See the following topics:• Configuring Busy Handling Options on page 48• Configuring Forwarding on page 49• Configuring No-Answer Handling on page 50

• The Queue tab is where you set options for queue phrases. See Assigning MaxGroup Queue Phrases on page 51.

Chapter 6: Configuring MaxGroups


Figure 32. The MaxGroups > General tab

Creating New MaxGroupsTo create a new MaxGroup,1. On the Sidebar menu, select MaxGroups. On the General tab, you will see the names of any existing

MaxGroups in the Name panel.2. Below the list of groups, click Add.

Figure 33. Entering details for a new MaxGroup

3. Specify the various options for the group, and then click OK.

Creating New MaxGroups


Deleting MaxGroupsBefore you delete a MaxGroup, we recommend that you check whether any URI routing rules or Caller ID Routing rules send calls or chats to that MaxGroup, and adjust those rules accordingly.When you delete a MaxGroup, that MaxGroup will be removed from any routing rules that were configured to send calls to that group. Until you update those routing rules, calls will automatically be routed to the System IVR.To delete an active MaxGroup, 1. On the Sidebar menu, select MaxGroups. 2. On the General tab, select the name of the MaxGroup in the Name panel and click Delete.

Renaming MaxGroupsTo rename a MaxGroup, 1. On the Sidebar menu, select MaxGroups. 2. On the General tab, select the name of the group in the Name panel.3. Edit the name in the Group Name field and click OK.

Configuring MaxGroup VoicemailMaxGroup voicemail uses Microsoft Exchange as the voicemail server. Voice messages are stored on the Exchange server and are synchronized to the MaxACD server. MaxACD supports .WMA, .MP3, and other Wave media formats for voicemail.Users can access voicemail messages through MaxAgent or through MaxSupervisor. In order to listen to voicemail messages, MaxAgent and MaxSupervisor users must have Windows Media Player installed on their systems.In order to allow members to listen to MaxGroup voicemail messages, you must configure a user voicemail account for the MaxGroup, with an associated email address, and associate it with a Skype Enterprise Voice user account.Note: A Skype user's personal voicemail mailbox should not be used as a MaxGroup voicemail, because

personal voicemail messages will also show up in the group voicemail list. Also, if the message notification feature is enabled, whenever a personal voicemail message is received it will trigger a message notification.

MaxGroup Field Description

Group Name A unique name for this MaxGroup. Names can include special characters.

Description This field can be used to capture other information for this group, such as a location, a department, a Business Unit, or any other helpful data.

Enable Group VoicemailThis option enables voicemail for this MaxGroup. If you enable voicemail, you must enter the SIP URI, or click the small button to search for the appropriate user account. Note that you cannot search a user by SIP URI in a Federated deployment.

Display Call DataIf you want to display contextual IVR call data when a call is answered, check this option. Enabling this option will show the agent IVR data in the toast message and in the conversation window.



To set up voicemail options for a MaxGroup,1. On the Sidebar menu, select MaxGroups. 2. On the General tab, select the name of the group in the Name panel.

Figure 34. MaxGroup Voicemail configuration

3. In the Voicemail section, choose your options.

Adding Members to MaxGroupsYou can add users to MaxGroups on the Group Members tab. (You can also add members to MaxGroups on the User > Group Membership tab.)Note: You must assign a MaxGroup licence to a user before you can assign that user to any MaxGroups.To add agents to a MaxGroup,1. From the Sidebar menu, select MaxGroup. Switch to the Group Members tab and select the MaxGroup

from the list.

Figure 35. The MaxGroup > Group Members tab

Group Voicemail Field Description

Enable Group Voicemail Controls whether voicemail is enabled for this MaxGroup.

SIP URI

The SIP URI for the Skype for Business user you configured for MaxGroup voicemail. Either type the address or click the small button to search for the appropriate account. Note that you cannot search for a user by SIP URI in a Federated deployment.Altigen recommends that you use a different SIP URI for each MaxGroup. Otherwise, the display of the number of voicemail messages in MaxSupervisor and other clients may not be correct.

Configuring Session Handling Options


2. To search for a specific member to add, use the Search field above the Non-Member list. You can enter part of a name and click Search. If there are too many entries to display them all, you will see a message near the bottom of the list. You can use Ctrl-Click to choose multiple names.

3. To add members, select a user in the Non-Member list and click Add. To remove members, select a user in the Member list and click Remove.

4. In this panel, you can also indicate whether to log out all members when the system restarts, or to keep each member's current login status.

5. If you want to change the order of the group members, for call routing purposes, select the member in the list and click the Up or Down button to move the member higher or lower in the list.

6. Click OK.On this tab, you can also log agents in and out of this MaxGroup. 1. Select the agent in the Member List.2. If the member is currently logged in, click Logout to log the member out of this MaxGroup. If the agent is

in a call, chat, or a conference, the call or chat will not be dropped by this action.Likewise, you can select a member and click Login to log the agent into this MaxGroup (this applies for all states except the Offline state).

Setting Login Rules For System RestartsTo configure login rules for MaxGroup agents when the system restarts,1. On the Group Members tab, in the Name panel, select the MaxGroup.2. Select the appropriate rule from the “When system is restarted, group members” options:

• Keep Login Status – All members retain their original login status for that MaxGroup prior to restart (default setting).

• All Logout – All members are logged out of the MaxGroup when the system is restarted.

Configuring Session Handling OptionsYou can customize how calls should be handled for each MaxGroup.1. On the Sidebar menu, select MaxGroups. Select the name of the MaxGroup in the left panel and switch

to the Session Handling tab.

Figure 36. The MaxGroups Session Handling options



2. Specify how you want calls handled for this group and click OK.

Condition Description

Busy Handling

This option determines how incoming calls are handled when the member's extension is busy. If you do not enable busy call handling, the caller hears a busy signal. To forward calls when a member's extension is busy, select the Enable Busy Handling check box and then select from the various forwarding options.

No-answer Handling

This option determines how incoming calls are handled when the agent does not answer a call. (Note that the Enable No Answer Handling option will not be available if Intra Group Distribution is set to All Available Members).If you do not enable no-answer call handling, the call continues to ring.To forward calls when an agent does not answer, select the Enable No-Answer Handling check box and then select from the various forwarding options.If the Intra Group Call Distribution option is set to All Available Members, you can specify how long to wait before rerouting the call, by setting a value for the Number of seconds before handling option. See the discussion in Intra Group Call Distribution for guidelines.Important - The Skype client has a similar setting, Unanswered calls will go to xxx in xxx seconds. If the user's Skype client setting has a shorter duration than this MaxAdmin No Answer setting, then unanswered calls may be treated according to the Skype setting.

Forward All This option forwards all calls to the target that you specify.

Group RNA/Logout Handling

This option determines how incoming calls are handled when all agents are unavailable.If you do not enable this option, then calls will be sent to the Group voicemail. If Group voicemail has not been configured, then callers will hear an announcement that the voicemail is not accepting new messages, and then the call will be disconnected.To forward calls while all members do not answer or are logged out, select the Forward to checkbox and then select from the various forwarding options.



Intra-Group Call Distribution

These options let you control how to route normal inbound calls to a MaxGroup member.• First Available Member - Routes to the first available extension in a

MaxGroup. For example, if there are three members in a group, the call will always be sent to the first member configured in the group. If that member is busy, the call goes to the second member configured, and so forth.

• Next Available Member - The system uses a round-robin method that attempts to evenly distribute calls among the group members. This method sends the call to the next member configured in a group (regardless of whether the previous member is busy or not). In other words, if the previous call was sent to #3 in the group, the present call will be sent to #4, if #4 is not busy.

• All Available Members - Routes calls to all extensions in a MaxGroup. • When this option is enabled, the MaxGroup can have no more than 20

members.• Calls to the group with this option enabled have higher priority than

other MaxGroup calls. Therefore, if an agent belongs to multiple MaxGroups, one of which has this option enabled, a call to that group will be processed first, regardless of the Wait Time of calls in other MaxGroups which are not set to Ring All. If members are using IP extensions, the system will not use the IP codec channel during ringing all IP phones. Only one codec will be used when a member of a group answers the call.

• IMPORTANT - With this option, you can configure the number of seconds before processing (in the No Answer Handling section). Be aware of a possible conflict between a MaxGroup setting and a Skype client setting. The Skype for Business setting “Unanswered call will go to xxxx in xx seconds” must be a longer duration than the MaxGroup “Number of seconds before handling” setting. Otherwise, the caller may hear the call ring but the Skype client may not actually ring.

• Longest Idle Member - Routes to the agent who has the longest idle time. Note the following conditions:

• The agent must be logged in

• Idle time is calculated from the end of the last wrap-up event

• If the agent does not have wrap-up time configured, idle time is calculated from the end of last busy state.

• Distribute Group Calls when Agent is in Busy Presence - MaxACD now offers an option to distribute workgroup calls to agents whose status is set to 'Busy’ and various other states.

When this option is checked, calls will still be delivered when the agent's Presence is set to the following states: Busy, Be Right Back, Off Work, Away, Appear Away, In a Meeting, and Inactive.

Condition Description



Forwarding Options

Forwarding options will vary

Figure 37. Busy Handling and No Answer Handling options

Forwarding to Outside NumbersWhen an outcall is made by the system (for Message Notification, Call Forwarding, and so on) to a cellular or PCS phone, in some cases it may ring the phone once but not necessarily present the call and make a connection. This will happen if the ringback tone played by the cellular service provider does not conform to standard ringback tones. To work around this problem, append a few commas (,) to the outcall (cellular) number when entering it. Each comma provides a one-second pause.

Configuring Busy Handling OptionsYou can configure how calls and chat sessions are handled when agents are busy. If you do not enable busy handling options, for voice MaxGroups, the caller simply hears a busy signal.

Session Handling Option Description

Next Group MemberRoutes calls to the next available member in the MaxGroup, until all available agents have been tried. If all agents are busy, the call or chat will stay in the MaxGroup queue. If there are no agents logged in at the moment, the system will use the Group Logout Handling setting to handle the call.

Group Queue Routes calls to the queue for this MaxGroup.

MaxGroup Routes calls to the MaxGroup that you choose.

Workgroup Routes calls to the workgroup that you choose.

AA/IVR Routes calls to the IVR tree that you choose.

User Voicemail

Routes calls to the voicemail mailbox of the Skype user you choose. You can either type the SIP address or click the small adjacent button to search for the appropriate user. Note that you cannot search for a user by SIP URI in a Federated deployment.

SIP URI

Sends calls to the SIP URI of the user you choose. You can either type the SIP address or click the small adjacent button to search for the appropriate user. Note that you cannot search for a user by SIP URI in a Federated deployment.You do not need to enter the prefix “sip:” to the beginning of the number, it will be added automatically for you.

Outside Number Sends calls to an outside number; enter the number in 12-digit format.

Configuring Forwarding


To configure how chats and calls are handled when agents are busy,1. On the MaxGroup menu, choose Session Handling.2. In the Name panel, choose the MaxGroup that you want to configure.3. In the Busy Handling section, select the Enable Busy Handling option.4. Configure the options for that MaxGroup as appropriate. Refer to the section Configuring Session

Handling Options on page 45 for descriptions of the options.Note: When forwarding calls to a DID number, if you enter a DID that belongs to a MaxGroup in another

MaxACD server, then calls will be forwarded to IVR.

Configuring ForwardingTo forward all calls or chat sessions for a MaxGroup,1. On the MaxGroup menu, choose Session Handling.2. In the Name panel, choose the MaxGroup that you want to configure.

Figure 38. MaxGroup forwarding options

3. In the Forward All section, choose how you want calls or chats forwarded. See the table in Session Handling Option on page 48 for a description of each option.

Note: When forwarding calls to a DID number, if you enter a DID that belongs to a MaxGroup in another MaxACD server, then calls will be forwarded to IVR.

Configuring Intra-Group DistributionThe IntraGroup Call Distribution options let you control how to route normal inbound calls and chats to a MaxGroup agent. To customize how calls are distributed within each MaxGroup,1. On the MaxGroup menu, choose Session Handling.2. In the Name panel, choose the MaxGroup that you want to configure.



Figure 39. MaxGroup Intra-Call Distribution options

3. In the Intra-Group Distribution section, choose the appropriate behavior. Refer to the table in the section Configuring Session Handling Options on page 45 for descriptions of each option.

Configuring No-Answer HandlingYou can customize how the system handles calls and chats for a MaxGroup when the agent does not answer.Note: The “Enable No Answer Handling” options will not be available if Intra Group Distribution is set to “All

Available Members.”To customize how an inbound call or chat to will be handled if it is not answered,1. On the MaxGroup menu, choose Session Handling.2. In the Name panel, choose the MaxGroup that you want to configure.

Figure 40. MaxGroup No-Answer Handling options

3. Check the “Enable No Answer Handling” checkbox and choose the desired behavior.

Configuring Group Ring No Answer/Logout HandlingTo configure how to handle calls and chat sessions when all agents are unavailable,1. On the MaxGroup menu, choose Session Handling.2. In the Name panel, choose the MaxGroup that you want to configure.3. In the Group RNA/Logout Handling section, select the Forward to option.4. Configure the desired forwarding behavior (see Configuring Session Handling Options on page 45 for

descriptions of the options).

Assigning MaxGroup Queue Phrases


Figure 41. MaxGroup RNA / Logout Handling options

Assigning MaxGroup Queue PhrasesThe Queue tab allows you to assign phrases to play to callers while they wait on hold. You can also customize how frequently callers hear the phrases.For each MaxGroup, you can either use the system default phrases provided or you can use custom phrases that you've created. Note: If you are using custom phrase files, you must upload those files into the database before you can

assign them in MaxGroup queues or in IVR menus.1. From the Sidebar, select MaxGroups. Select the name of the group in the left panel and switch to the

Queue tab.

Figure 42. The MaxGroup > Queue tab

2. If you want to use custom phrases, check the Use Custom Phrase checkbox. To use system phrases, clear the checkbox.

3. If you are using custom phrases, for phrases 1 through 5, pull down the menu and choose which phrase to play to callers in the queue. You must already have uploaded your phrase files in order to select them here.

4. Select an Update Interval (0 to 180 seconds); this is a delay between phrases, in seconds. If you set the interval to 0, the system will play phrases one after the other, without music in between. The default interval is 30 seconds. Click OK.

For information on managing custom phrases, see the discussion in the Workgroups section, Phrase Management - Voice on page 103. Note that MaxGroups can only work with phrases of type Voice Prompt, because MaxGroups do not support chat sessions.



Assigning Supervisors to MaxGroupsFor a discussion of MaxGroup supervisors and their privileges, refer to Configuring Admin Users on page 123.

Figure 43. The Admin Users tab listing admins and group supervisors

You can assign Admin users as Group Supervisors for MaxGroups. MaxGroup Supervisors have rights to manage only specific MaxGroup settings.

• Supervisors do not have access to system configuration settings.

• Supervisors cannot add or delete MaxGroups.

• Supervisors can edit member's General and Group Membership tab options; only those members who belong to one of the Supervisor's groups will appear on the User tabs.

• Supervisors can edit call routing options for assigned MaxGroups.

• Each MaxGroup can have multiple Supervisors.

• Each Supervisor can manage multiple MaxGroups. (Note that a Supervisor can manage both MaxGroups and Workgroups.)

• A user must already exist in the system in order to grant that user Supervisor privileges.

Figure 44. Restricting an Admin to a group supervisor

Routing Calls to MaxGroups via AA/IVRYou can route calls to MaxGroups in IVR entries, similar to how you route calls to workgroups. You cannot route chats to MaxGroups; MaxGroups do not support chat sessions.

Routing Calls to MaxGroups via AA/IVR


To route calls to a MaxGroup, 1. From the Sidebar, select AA/IVR. Then select the IVR tree that you want to configure.2. Click the digit that you want to configure.3. For the action, select Route To - MaxGroup. Then, in the Group pull-down menu, select the MaxGroup

to which you want calls sent. Save your changes.


C H A P T E R

7Configuring WorkgroupsIn MaxACD, users and agents are typically organized into workgroups. Workgroups are an automatic call/chat distribution feature designed to use with queuing, distribution, agent management, real-time status, and logging abilities. As of Release 7.0, workgroups can be either voice workgroups, to handle calls, or chat workgroups, to handle chat sessions. Workgroups cannot handle both types of media; they can handle one or the other.There are several tabs in the Workgroup window. The In Queue IVR, Call Recording, and Notification tabs do not apply to chat workgroups.The specific tabs and options you see will depend upon the following:




Figure 45. The tabs on the Workgroup menu

• The General tab is where you create workgroups and configure voicemail and service level options for them. See Creating New Workgroups on page 60.

• The Group Members tab is where you add or remove members from workgroups. See Establishing Workgroup Membership on page 63.

• The Session Handling tab is where you set call forwarding, call waiting, and call handling preferences and options. See the following topics:• Configuring Busy Handling Options on page 68• Configuring Forwarding on page 68• Configuring No-Answer Handling on page 71

• The Skill-Based Routing tab is where you define skill levels and skill-based routing rules. See Configuring Skill-Based Routing on page 65.

• The Business Hours tab is where you set business hours for workgroups. See Defining Workgroup Business Hours on page 64.

• The Queue tab is where you set options for queue phrases, queue announcements, and queue overflow routing. See Configuring Queue Options on page 75.

Chapter 7: Configuring Workgroups


• The In Queue IVR tab is where you design voice menus for callers in queues. This tab is not available for chat workgroups. See Configuring Queue IVR Responses on page 79.

• The Call Recording tab is where you set call recording rules for the workgroup. (This tab is not available for chat workgroups.)

• The Notification tab is where you set options for workgroup voice mail notifications. (This tab is not available for chat workgroups.) See Configuring Voicemail Notifications on page 82.

Figure 46. The WorkGroup > General tab

About Chat WorkgroupsWith Web Chat workgroups, customers and/or associates can chat with agents in those workgroups either by clicking a “Chat” link on your web page or via their Skype for Business client. In order to chat with an agent, the MaxAgent desktop must have Microsoft Silverlight installed.You must deploy the Web Chat feature on your server before you can configure Chat workgroups; refer to the MaxACD Web Chat Deployment Guide for instructions.The general process of deploying chat groups is as follows:

About Chat Workgroups


1. Deploy the Web Chat feature (follow the steps in the MaxACD Web Chat Deployment Guide)2. Configure chat phrases, introductions, and announcements as needed (refer to HTML Web Chat / Agent

Announcement Phrase Stylesheets on page 106).3. Create chat workgroups and configure their members, their routing options, session handling options, and

other parameters, just as you have done with voice workgroups in the past. Note: If you have a voice workgroup and want to create a chat workgroup of the same name, click the Add

Media button and configure the new workgroup. The names stay coordinated; in other words, if you rename one of the workgroup pairs, the other group is automatically renamed for you.

4. Assign Chat Media licenses to agents who will be members of chat workgroups.

The Agent's PerspectiveSome notes about agents in multiple workgroups:

• Agents can be members of multiple workgroups; this means that a user may be a member of both multiple voice workgroups and multiple chat workgroups.

• An agent can handle only one voice call OR chat sessions simultaneously. In other words, an agent can-not handle a voice call at the same time as handling a chat session.

• An agent can handle multiple chat sessions simultaneously. There is a user setting within the Administrator Portal where you can set the maximum number of concurrent chat sessions that the system will allow the agent to handle. (On the User > Group Membership tab.) Once an agent reaches the maximum chat session count specified in the Administrator Portal, then system will not distribute any more chat sessions.Agents can also temporarily set their Skype status to Not Ready, to prevent the system from sending any more chat sessions to them.Agents (and administrators) can configure chat Auto-answer settings, just as with voice calls (on the User > Group Membership tab). With incoming chat sessions, there will be no ringing dialog box - the chat is answered automatically.You can display an agent's name to chat customers by entering it into the Display Agent Name field (on the User > General tab).

Behind the ScenesChat sessions are considered the same as voice calls, in that they can be routed to an available agent according to workgroup call distribution logic. Chat sessions can be sent to the workgroup queue if no agents are available, just as with voice calls. Chat sessions can also have priority queueing and skill based routing.A chat session reaches the workgroup queue in one of two ways: via a link on a web browser or via a Skype for Business client. Following is an overview of the process:1. A web user clicks a link on a web page hosted on the company web server.2. The web user is redirected to the Web Chat server. The user fills out a web form then clicks the Chat

button.3. The web client initiates an HTTPS chat session to target a specific SIP URI using Web SDK.4. The Skype for Business server routes the chat session to the MaxACD Proxy.5. The MaxACD Application server and Lync Proxy server collaborate to queue this chat session and find an

available agent.6. MaxAgent opens a dialog box to "ring" the available agent, and the agent accepts the chat request.



7. The Proxy server creates a conference bridge and connects the agent and the customer.8. MaxACD logs the chat session details and the Web Chat server logs web form data into the CDR

database.Altigen has provided an example for a web front-end button, which customers or associates can click to request a chat session.

Parameters Modified for Chat SessionsThe following parameters have been modified to support chat sessions:

• URI Routing• URI Routing support for chat media has been added, where both voice and chat media may share the

same SIP URI• For call forwarding, you can forward to chat workgroups, chat IVR, or a SIP URI

• IVR• IVR for chat media is added, where both voice and chat may share the same SIP URI• Only Advanced Call Router actions are supported

• Holiday• Chat-based holiday entries are supported, so that voice and chat sessions can take different routes• For call forwarding, chat workgroups support chat IVR and SIP URI forwarding targets

• Phrase Management• HTML-based text phrases are supported• Inline style sheet support for phrases to allow easy system message text style changes

• Workgroup• Chat workgroup call forwarding targets are chat workgroups, SIP URI, and Announcement Message• Pick up a chat from the queue is supported• Chat supervision for silent monitoring and barge-in• Incoming chat-related statistics have been added to the agent's workgroup RTM data; this can be

displayed in both MaxSupervisor and MaxReports• A greeting message can be displayed to the customer when the chat is put into the queue; an answer

announcement can be presented to the customer when the agent answers the chat request (For more about chat phrases, see HTML Web Chat / Agent Announcement Phrase Stylesheets on page 106).

• A chat session disconnection announcement can be presented, to let the customer know that the chat session has ended.

• The wrap-up state is invoked only after the last chat session has disconnected• Handling:

• Group RNA/Logout Handling - You can route the session to a workgroup, a workgroup queue, or a SIP URI, or you can play an announcement.

• Ring All Available Members option in Intra Group Distribution is not available• Busy handling - You can forward to the workgroup queue, to another workgroup, to a SIP URI,

or play an announcement• No Answer handling - You can forward to the next group member, to another workgroup, to a

SIP URI, or play an announcement• Set RNA Agent Log Out - You can log the agent out of this workgroup if a chat goes unanswered

About Chat Workgroups


• RNA Not Ready - You can set the agent's state to Not Ready if a chat request is not answered• Forwarding - You can forward the chat to another workgroup, to a SIP URI, or play an

announcement

Parameters Not Available for Chat WorkgroupsWhen configuring chat session handling, make sure that the handling/forwarding targets support the same media type as the workgroup that you are configuring. For example, make sure that chat sessions are forwarded to chat workgroups and not to voice workgroups. All of the MaxACD voice call features apply to Chat workgroups, with the following exceptions:

• The parameters on the following tabs are not supported:• In Queue IVR• Call Recording• Notification

• Outbound chats are not supported

• Coaching is not supported

• All Available Members is not supported (in Intra Group Call Distribution)

• Account Code is not supported

• Call Recording is not supported

• Multi-Lingual is not supported

• Voicemail is not supported

• Call Hold/Consultative Transfer are not supported

• Message Notification is not supported

• Caller ID Routing is not supported

• Number of seconds before handling

Queue Management Options for Chat WorkgroupsQueue overflow triggers are calculated based upon chat queue data such as the number of chat sessions in the queue, the expected queue wait time, and the service level.If the Queue Length Exceeds option is selected, as soon as the number of queued chat sessions exceeds the limit that you specify, it will be overflowed as specified.

Chats in MaxAgentThe GUI in the MaxAgent client has been updated to support web chats. Note the following:

• Web chat entries appear in the Call Window, just as voice calls do.

• The DND setting in the Skype for Business client applies to both voice calls and chat sessions.

• Agents can enable or disable a chat Auto-Answer feature, which is similar to the voice call Auto-answer parameter.

• When an agent has multiple chats open at the same time, they will appear as tabs in the window.



Creating New WorkgroupsNote: The ability to add and delete workgroups is enabled for Administrator users. Workgroup Supervisors

do not have the privileges to perform these tasks. To create a new workgroup,1. On the Workgroup menu, choose General. You will see the workgroups that have already been set up.2. Below the Name panel, click Add.3. Configure the information about the workgroup, and then click OK.

Deleting WorkgroupsBefore you delete a workgroup, we recommend that you check whether any URI routing rules or Caller ID Routing rules send calls or chats to that workgroup, and adjust those rules accordingly.When you delete a workgroup, that workgroup will be removed from any routing rules that were configured to send calls or chats to that workgroup. Until you update those routing rules, calls will automatically be routed to the System IVR.To delete an active workgroup, select the name of the workgroup in the Name panel and click Delete.

Renaming WorkgroupsTo rename a workgroup, 1. Select the name of the workgroup in the Name panel.2. Edit the name in the Group Name field and click OK.Note: If you rename a workgroup that is one of a named “pair,” the other workgroup will automatically be

renamed for you. For example, if you have a voice workgroup named Sales-West, and from that workgroup you clicked Add Media to create a chat workgroup named Sales-West.Chat, then renaming one will rename the other as well.

Configuring Workgroup VoicemailWorkgroup voicemail applies to voice workgroups only; it does not apply to chat workgroups.Workgroup voicemail uses Microsoft Exchange as the voicemail server. Voice messages are stored on the Exchange server and are synchronized to the MaxACD server. MaxACD supports .WMA, .MP3, and other Wave media formats for voicemail.Users can access voicemail messages through MaxAgent or through MaxSupervisor. In order to listen to voicemail messages, MaxAgent and MaxSupervisor users must have Windows Media Player installed on their systems.

Group Information Field Description

Group NameA unique name for this workgroup. Note that starting in Release 7.1, you can now include special characters in workgroup names.

Media Type The media type can be either Voice (for calls) or Chat (for Chat sessions)

Password The default password is the system default password. Passwords must be 4-8 digits (numbers or letters A - Z) in length.

Description A description of this workgroup.

Creating New Workgroups


In order to allow members to listen to workgroup voicemail messages, you must configure a user voicemail account for the workgroup, with an associated email address, and associate it with a Skype Enterprise Voice user account.Note: A Skype user's personal voicemail mailbox should not be used as a workgroup voicemail, because

personal voicemail messages will also show up in the workgroup voicemail list. Also, if the message notification feature is enabled, whenever a personal voicemail message is received it will trigger a workgroup message notification.

To set up voicemail options for a workgroup,1. On the Workgroup menu, choose General. 2. In the Name panel, select the workgroup that you want to configure.

Figure 47. Workgroup Voicemail options

3. In the Voicemail section, choose your options.

Configuring Workgroup Service LevelsService level is a service quality index which calculates the percentage of calls or chat sessions 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.

Group Voicemail Field Description

Enable Workgroup Voicemail Controls whether voicemail is enabled for this workgroup.

Enable Agent to Access Workgroup Voicemail

Whether members of this workgroup can listen to workgroup voicemail messages.

SIP URI

The SIP URI for the Skype for Business user you configured for workgroup voicemail. Either type the address or click the small button to search for the appropriate account. Note that you cannot search for a user by SIP URI in a Federated deployment.Altigen recommends that you use a different SIP URI for each workgroup. Otherwise, the display of the number of voicemail messages in MaxSupervisor and other clients may not be correct.

Email

The email address for or the Skype for Business user you configured for this workgroup. Note: Use a unique email address for each workgroup. Do not use the same email address as another workgroup on a different MaxACD server.



Figure 48. The workgroup service level parameters

The service level percentage is calculated from midnight 00:00 a.m. and is reset daily. The calculated number will be sent to the MaxAgent and MaxSupervisor applications.To configure service levels for a workgroup,1. On the Workgroup menu, choose General. 2. In the Name panel, select the workgroup that you want to configure.3. In the Service Level section, choose your options.

Group Service Level Field Description

Threshold (seconds)The length of time, in seconds, that a call or chat can be in Queue time plus Ring time before it is logged in workgroup performance statistics as having exceeded the allowable service level limits. Set this to any number between 1 - 1200.

Service Level Calculation

• TSL (Total Service Level) is calculated as: TSL% = Total WG inbound within SLT / Total WG inbound. This is the default option.

• ASL (Answered Service Level) is calculated as: ASL% = Total WG inbound answered within SLT / Total WG inbound.

Customize – Choose one option above the line, to be divided by the option you choose below the line

Use the check boxes to enable at least one of the following three options:• Answered within Service Level• Abandoned within Service Level• Overflowed/Redirected within Service level

Divided by at least one of the following options:• Total Answered • Total Abandoned • Total Overflowed/Redirected

Establishing Workgroup Membership


Establishing Workgroup MembershipYou can add users to workgroups on the Group Members tab. (You can also add members to workgroups on the User > Group Membership tab.)To add agents to a workgroup,1. On the Workgroup menu, choose Group Members.2. In the left pane, select the workgroup you want to configure.3. Select names in the Non-Member list (you can use Ctrl-Click to choose multiple names).4. Click Add to move those users to the Member List. 5. By default, a newly added member has the Skill Level set to 1. To change the Skill Level designation for

a member, for this specific workgroup, select the appropriate number from the menu beside that member.Note: Agents who are members of more than one workgroup can have a different skill level assigned in each

workgroup.

Figure 49. The Workgroup > Group Members tab

To remove members from workgroups,1. On the Group Members tab, in the left pane, select the workgroup.2. Click the names in the Member List (you can use Ctrl-Click to choose multiple names).3. Click Remove to move them to the Non-Member list.On this tab, you can also log agents in and out of this workgroup. 1. Select the agent in the Member List.2. If the member is currently logged in, click Logout to log the member out of this workgroup. If the agent is

in a call, chat, or a conference, the call or chat will not be dropped by this action.Likewise, you can select a member and click Login to log the agent into this workgroup (this applies for all states except the Offline state).

Setting Login Rules For System RestartsTo configure login rules for workgroup agents when the system restarts,1. On the Group Members tab, in the Name panel, select the workgroup.2. Select the appropriate rule from the “When system is restarted, group members” options:



• Keep Login Status – All members retain their original login status for that workgroup prior to restart (default setting).

• All Logout – All members are logged out of the workgroup when the system is restarted.

Defining Workgroup Business HoursYou can assign a Business Hours profile to a workgroup, and also configure after-hours handling for each day of the week.Here is how the system’s general Work Hours settings compare with the Workgroup Business Hours settings:

• URI routing rules and Caller ID routing rules use the System Business Hours profile settings (found on the Work Hours menu) to determine whether a call has arrived during business hours, outside of business hours, or on a non-workday.

• Workgroup Business rules are used only for routing calls to each specific workgroup.To configure standard business hours for a workgroup,1. On the Workgroup tab, choose Business Hours.2. In the Name panel, select the workgroup you want to configure.3. In the top pull-down menu, specify which System Business Hours profile this workgroup follows.

Figure 50. The Workgroup > Business Hours tab

Configuring Skill-Based Routing


4. Set the non-workhours options as appropriate, for each day of the week. The options vary depending upon the media type of the workgroup (voice or chat).

Configuring Skill-Based RoutingYou can set up skill-based routing to more closely match an incoming call or chat session to an agent who has the skills needed to handle that customer’s issue. Skill-based routing can increase customer issue resolution on the first call, lower the abandoned call rate, and in turn increase customer satisfaction. You can define up to nine different levels of skill per workgroup.Workgroups can have up to 20 skill levels.Skill number 1 could be defined as the most basic skill, and level 20 the most advanced, or vice versa. Or the skill numbers can be used in any other way that works for the way your company does business.Skill levels are used in various rules within MaxACD, including:

• In IVR routing

• In URI routing

• In Caller ID routing

• In workgroup call routing

• In Advanced Call Router – You can define skill levels in rules Skills are workgroup-specific; in other words, each group can have its own custom set of skills.

Business Hours field Description

Non-Workhours HandlingFor each day of the week, select a Forward To option for call handling after hours or for non-workdays. See Session Handling Options on page 67 for descriptions of each option.

Logout All Agents at

For each day of the week, you can configure up to three scheduled times to automatically log all agents out of this workgroup.Times are based on the time at the MaxACD server. Keep this in mind if workgroup members are located in different time zones.Times are in 24-hour format; in other words, to indicate one o’clock in the afternoon, use 13:00.To indicate a time of day, use whichever method you find the easiest:• Type the time (for example, type 12:00 to indicate that the system

should log out all members at twelve o’clock noon

• Click an up or down arrow button to adjust the time incrementally

• Click and HOLD an arrow button to speed quickly to a different time.



Figure 51. The Workgroup > Skill-Based Routing tab

After skill numbers have been defined on this tab, each agent in the workgroup should be assigned a skill number, according to that agent’s knowledge and ability, on the Group Members tab.You can set rules on the Skill Based Routing tab to allow calls or chat sessions coming into a workgroup to be handled by agents with a lower skill number or a higher skill number than is set for a call or chat. And you can set time-based rules that alter the call or chat’s SKLR to allow either less able agents or over-qualified agents to handle it, so that the call or chat does not have to wait for an excessive period of time.Note: For the settings configured on the Skill Based Routing tab to take effect, you must select the Skill-

Based Routing option on the Session Handling tab.To define skills for a workgroup,1. On the Workgroup menu, choose Skill-based Routing.2. In the left panel, choose the workgroup that you want to configure.3. Enter names for each skill in the Skill Level Definition pane, up to twenty skills.4. Customize the routing parameters as desired.

Skill-based Routing field Description

Equal or Lower than Inbound SKLR

Any agent whose skill number is equal to or lower than the SKLR of the incoming call or chat may handle this call. Agents with the lowest skill number are rung first. With this option, that would be agents whose skill number is 1. Set the SKLR as if you were setting a ceiling on the resources you are willing to use for this type of call or chat. For example, you can set a regular call or chat’s SKLR to 1 and a preferred customer's SKLR to 3. Calls or chats from preferred customers can be answered by agents with skill level 3, 2, and 1 while regular calls can only be handled by agents with lower skill levels.

Equal or Higher than Inbound SKLR

Any agent whose skill number is equal to or higher than the SKLR of the incoming call or chat may handle this call. Agents with the lowest skill number are rung first. With this option, that would be agents whose skill number matches the SKLR. Set the SKLR as if you were setting a minimum skill level requirement for the call or chat.For example, say a technical support group has agents with skill level 1 (beginner), 2 (intermediate), and 3 (expert). If you select the “Equal or Higher” option, calls or chats with SKLR 2 will be queued for an agent with skill level 2 or 3.



Configuring Session Handling OptionsIn various places within the Administrator Portal you can choose forwarding options. For example, there are forwarding options for when the target agent is busy, for when the agent does not answer, and so on. The Workgroup > Session Handling Options tab is where you configure busy handling options, no-answer options, and related voice call and chat session handling behavior.The following table describes each handling option that is available; not all options will appear on all menus. Several options are not available for chat workgroups, including the IVR and voicemail options..

Exact Match Inbound SKLR

Only agents whose skill number matches the incoming SKLR can answer the call. For example, suppose that you have three calls or chats with SKLR 2 in the queue. All agents with skill level 2 are busy, and there are agents with skill level 1 and 3 who are idle. With this option, the system will keep those customers in queue waiting for an agent with skill level 2 to be available, instead of assigning an agent with skill level 1 or 3.

Enable Escalation Direction

Enables escalation, either higher or lower, based upon which escalation direction you chose. This checkbox is not available if you choose the “Exact Match...” option.This option allows you to set an escalation waiting time.

Waiting Time (seconds)

These settings, one for each skill level, help ensure that the workgroup is handling customers in a timely manner.For each level, specify the number of seconds a call or chat can be in the queue before the system will include the next level (up or down) of agents in the pool of agents who may handle the call. Enter a value from 1-999.

Session Handling Options Description

Next Group MemberRoutes calls or chats to the next available member in the workgroup, until all available agents have been tried. If all agents are busy, the call or chat will stay in the workgroup queue.

Group Queue Routes calls or chats to the queue for this workgroup.

MaxGroup Routes calls to the MaxGroup that you choose. Note that chat sessions cannot be routed to MaxGroups.

Workgroup Routes calls or chats to the workgroup that you choose.

IVR Routes calls or chats to the IVR tree that you choose.

Group Voicemail Routes calls to the voicemail mailbox of this workgroup.

User Voicemail

Routes calls to the voicemail mailbox of the Skype for Business user you choose. You can either type the SIP address or click the small adjacent button to search for the appropriate user.

SIP URI

Sends calls to the SIP URI of the user you choose. You can either type the SIP address or click the small adjacent button to search for the appropriate user. Note that you cannot search for a user by SIP URI in a Federated deployment.

Outside Number Sends calls to an outside number.

Skill-based Routing field Description



Figure 52. Busy Handling and No Answer Handling options

Forwarding to Outside NumbersThis features applies to only voice workgroups. It does not apply to chat workgroups.When an outcall is made by the system (for Message Notification, Call Forwarding, and so on) to a cellular or PCS phone, it may ring the phone once but not necessarily present the call and make a connection. This will happen if the ringback tone played by the cellular service provider does not conform to standard ringback tones. To work around this problem, append a few commas (,) to the outcall (cellular) number when entering it. Each comma provides a one-second pause.

Configuring Busy Handling OptionsYou can configure how calls and chat sessions are handled when agents are busy. If you do not enable busy handling options, for voice workgroups, the caller simply hears a busy signal. To configure how chats and calls are handled when agents are busy,1. On the Workgroup menu, choose Session Handling.2. In the Name panel, choose the workgroup that you want to configure.3. In the Busy Handling section, select the Enable Busy Handling option.4. Configure the options for that workgroup as appropriate. Refer to the section Configuring Session

Handling Options on page 67 for descriptions of the options.Note: When forwarding calls to a DID number, if you enter a DID that belongs to a workgroup in another

MaxACD server, then calls will be forwarded to IVR.

Configuring ForwardingTo forward all calls or chat sessions for a workgroup,1. On the Workgroup menu, choose Session Handling.2. In the Name panel, choose the workgroup that you want to configure.

Figure 53. Workgroup Forwarding Options

Configuring Intra-Group Distribution


3. In the Forward All section, choose how you want calls or chats forwarded. See the table in Session Handling Options on page 67 for a description of each option.

Note: When forwarding calls to a DID number, if you enter a DID that belongs to a workgroup in another MaxACD server, then calls will be forwarded to IVR.

Configuring Intra-Group DistributionThe IntraGroup Call Distribution options let you control how to route normal inbound calls and chats to a workgroup agent. To customize how calls are distributed within each workgroup,1. On the Workgroup menu, choose Session Handling.2. In the Name panel, choose the workgroup that you want to configure.

Figure 54. Workgroup Intra-Call Distribution Options

3. In the Intra-Group Distribution section, choose the appropriate behavior.

Intra-Group Distribution Option Description

First Available Member

Routes to the first available extension in a workgroup. For example, if there are three member extensions in a workgroup, the call or chat will always sent to the first member configured in the workgroup. If this member is busy, the call goes to the second member configured, and so forth.

Next Available Member

The system uses a round-robin method that attempts to evenly distribute calls or chats among the group members. This method sends the call or chat to the next member configured in a workgroup (regardless of whether the previous member is busy or not). In other words, if the previous call or chat was sent to #3 in the group, the present one will be sent to #4, if #4 is not busy.



All Available Members

This option is not supported for chat workgroups.Routes calls to all extensions in a workgroup.Note: When this option is enabled, a single workgroup can have no more than 20 members. In addition, calls to the workgroup with this option enabled have higher priority than other workgroup calls. Therefore, if an agent belongs to multiple workgroups, one of which has this option enabled, a call to that workgroup will be processed first, regardless of Wait Time of calls in other workgroups which are not set to Ring All. If members are using IP extensions, the system will not use the IP codec channel during ringing all IP phones. Only one codec will be used when a member of a workgroup answers the call.IMPORTANT - With this option, you can configure the number of seconds before processing (in the No Answer Handling section). Be aware of a possible conflict between a MaxGroup setting and a Skype client setting. The Skype for Business setting “Unanswered call will go to xxxx in xx seconds” must be a longer duration than the MaxGroup “Number of seconds before handling” setting. Otherwise, the caller may hear the call ring but the Skype client may not actually ring.With this option, you can configure the number of seconds before processing (in the No Answer Handling section).

Longest Idle Member

Routes to the agent who has the longest idle time, defined as follows:• The agent needs to be logged in.

• Idle time is calculated from the end of the last wrap-up event.

• If the agent does not have wrap-up time configured, idle time is calculated from the end of last busy state.

Average Longest Idle Member

Routes to the agent who averages being off the phone the longest:• Average Idle Time = (Total Login Time - Total Talk Time) / Total

Handled

• Total Login Time = Cumulative WG login time since midnight

• Total Talk Time = Cumulative WG Inbound + Outbound duration since midnight

• Total Handled = Total number of WG calls / chats (Inbound + Outbound) handled by the agent since midnight

If a new agent logs into a workgroup that has been operating for several hours, this agent will have the highest priority to take the next call or chat.If multiple agents log into a workgroup that has been operating for several hours, the one with the longest idle time since logging will have the highest priority to take the next call or chat.

Fewest Answered Routes to the agent who has answered the fewest number of calls or chats.

Shortest Average Talk Time

Routes to the agent who averages the shortest talk time.Average talk time is calculated as follows:Average Talk Time (ATT) = Total Inbound Talk Time / Total Inbound Answered

Skill-Based RoutingRoutes the call or chat session according to the SKLR setting and skill-based routing rules. The agent with longest idle time will be selected when multiple agents with the same skill level are idle.


Configuring No-Answer Handling


Configuring No-Answer HandlingYou can customize how the system handles calls and chats for a workgroup when the agent does not answer.Note: The “Enable No Answer Handling” options will not be available if Intra Group Distribution is set to “All

Available Members.”To customize how an inbound call or chat to will be handled if it is not answered,1. On the Workgroup menu, choose Session Handling.2. In the Name panel, choose the workgroup that you want to configure.

Figure 55. Workgroup No-Answer Handling options

3. Check the “Enable No Answer Handling” checkbox and choose the desired behavior.

Configuring Group Ring No Answer/Logout HandlingTo configure how to handle calls and chat sessions when all agents are unavailable,1. On the Workgroup menu, choose Session Handling.2. In the Name panel, choose the workgroup that you want to configure.3. In the Group RNA/Logout Handling section, select the Forward to option.

Distribute Group Calls When Agent is in Busy Presence

MaxACD now offers an option to distribute workgroup calls to agents whose status is set to 'Busy’ and various other states. When this option is checked, calls will still be delivered when the agent's Presence is set to the following states: Busy, Be Right Back, Off Work, Away, Appear Away, In a Meeting, and Inactive.Note that when this option is enabled, MaxSupervisor will not see wrap-up time for the agent; the agent’s Presence will just show as Busy.

No Answer Option Description

Enable No-answer handlingEnables the selected handling rule. See Session Handling Options on page 67 for descriptions of the options.

Set RNA Agent log out If the agent does not answer, log the agent out of this workgroup.

Set RNA Agent to Not Ready If the agent does not answer, set the agent’s status to Not Ready.

Number of Seconds before handling

The number of seconds to wait before handling the unanswered call.This setting only applies when the Intra Group Call Distribution option for this workgroup is set to All Available Members.This setting does not apply to chat workgroups.




4. Configure the desired forwarding behavior (see Configuring Session Handling Options on page 67 for descriptions of the options).

Figure 56. Workgroup RNA / Logout Handling options

Configuring Announcements to Play/Display Before ConnectingYou must have phrases that have already been recorded (or written) prior to assigning them to workgroups. For instructions on recording and managing phrases, see Phrase Management - Voice on page 103.You have several options for playing/displaying workgroup announcements or agent introductions before a customer connects with an agent.For voice calls, both the agent and the caller can hear the announcement. For chat sessions, both agent and customer/associate can see the phrase in the chat window.You enable or disable announcement for each workgroup by choosing Workgroup > Session Handling tab, and checking the Enable Answer Announcement option.To configure announcements,1. On the Workgroup menu, choose Session Handling.2. In the Name panel, choose the workgroup that you want to configure.3. In the Group Announcement section, check the Enable Answer Announcement option and select the

appropriate phrase from the list. See Uploading Voice and Chat Phrases on page 104 for additional information.

4. If you prefer to play/display the agent’s custom answer announcement, also check the Use Personalized Agent Announcement instead if available option. If the answering agent has no custom announcement configured and enabled, then the workgroup announcement will play. See Configuring Workgroup Personal Answer Announcements on page 37 for instructions on configuring agent announcements.

Figure 57. Workgroup announcement options

5. For chat workgroups, you can also specify a disconnect phrase; check the Disconnect Announcement option and choose the appropriate phrase.

Configuring Inter-Workgroup Distribution


Configuring Inter-Workgroup DistributionIf an agent belongs to multiple workgroups and there are queued calls or chats in two or more of these groups, as soon as the agent becomes available, the queued call or chat that will be distributed to this agent is determined by the “Inter Workgroup Distribution” setting.This setting is used to calculate the score of each call or chat in the queue. Depending on the call or chat’s assigned priority and the skill of the agent that is available, the score will determine which call or chat gets answered first. The one with the highest score is answered first. You can increase or decrease the weight values for Priority and Skill values.The first option is the weight for agent skill in a workgroup. The second option is the weight for priority of a queued call or chat. The score is calculated as (21 - skill level) x weight for agent skill + (21 - queued call/chat priority) x weight for call/chat priority. When determining which call/chat should be dispatched to an idle agent who is assigned to multiple workgroups, the system will consider the following factors:

• Call/chat's priority

• Agent's skill level

• Call/chat’s SKLR

• Call/chat’s wait time in queue

Figure 58. Workgroup Inter-Workgroup Distribution options

Following are some guidelines for configuring this setting.

• Assuming an agent is assigned with different skill levels for different workgroups, and priority is the same for all calls/chats, you can increase the skill weight to 9 and reduce the priority weight to 1 to better match an agent's skill.

• Assuming each call/chat is assigned with a priority based on certain customer attributes, and an agent's skill is the same for all workgroups, you can increase the priority weight to 9 and lower the skill weight to 1 to have a call/chat with higher priority answered first.

• Assuming all call/chats' priority is the same and an agent's skill level is the same for all workgroups, you can use this scoring system to prioritize workgroups. For example, assign priority weight 9 to the most important group, 5 to the second most important group, and 1 to the least important group. Calls/chats in the group with higher priority weight will be dispatched first.

• When there are calls/chats with the same score in different workgroups, the queue time will be used as a tie breaker.

• If you have variable priority settings for calls/chat, and agents belong to multiple workgroups with different skill levels, it is recommend that you set all call/chats SKLR to 1 and set the coverage rule to “Equal or Lower than Incoming SKLR”. This will eliminate the complexity of matching the incoming SKLR to an agent's skill level.

Outbound Workgroup OptionsWorkgroup agents can choose from a list of campaign-based Caller IDs to display when making outbound workgroup calls.The administrator or the Workgroup supervisor can configure a list of Caller IDs for a workgroup. The agent then selects from the Campaign Caller ID list when logging into an outbound workgroup. Afterwards, all the out-bound workgroup PSTN calls made by this agent will display the selected Caller ID.



Configure Campaign Caller IDAdministrators and Workgroup supervisors can configure this list on the Workgroup > Session Handling tab. To configure the list,1. On the Session Handling tab, choose the user in the left panel.2. Click the button in the Outbound Workgroup section beside Campaign Caller ID.

Figure 59. The Outbound Workgroup options

You will see a list of any campaigns that have already been configured.

Figure 60. The workgroup Campaign Caller ID table

3. To add a new campaign, click Add Campaign Caller ID, then enter a descriptive name, the caller ID that will be associated with that name, a caller name that will be associated with the campaign, and the SIP URI.

Note: Only digits are supported in the Caller ID field; do not enter dashes or any other characters.To update a campaign, click the Edit button beside it.If you need to delete a campaign, click the Delete button beside it.

How Agents Use Campaign Caller IDWhen agents log into MaxAgent, they are presented with a Workgroup login screen. There, agents select an outbound workgroup. Once they select the outbound workgroup, the Campaign Caller IDs that have been configured for that workgroup are available from the list. Agents choose a Campaign name from the list.

Configuring Queue Options


Figure 61. Agents choose a Campaign Caller ID when they log into the workgroup

When the agent makes an outbound workgroup PSTN call, MaxACD sends the selected Campaign Caller ID to the Skype for Business Server. Note that the caller ID may not be delivered to the remote end device if the gateway and/or the carrier involved blocks it.Administrators and Workgroup supervisors must enable the Allow Agent to Change Outbound Workgroup option (on the Workgroup > Group Members tab) in order to enable the Campaign caller ID feature.

Figure 62. Outbound workgroup option

If an administrator or Workgroup supervisor changes or deletes the Campaign Caller ID being used by an agent, the Campaign Caller ID setting for the agent is reset to N/A. In addition, if MaxAgent is running at the time of the deletion or change, MaxAgent will show the agent a warning panel that allows the agent to choose a new Campaign caller ID.

Caller ID PrecedenceFollowing is the precedence for the Caller ID that is sent for the outbound call:1. The Campaign Caller ID is set, if it has been configured.2. If no Campaign Caller ID has been chosen, the User Caller ID will be sent.3. If no agent Caller ID was chosen, the agent's Line URI will be sent4. If none of the previous options were chosen, the System Main Number will be sent.

Configuring Queue OptionsThe Queue tab allows you to set options for queue phrases, announcements, and overflow handling.



Figure 63. The Workgroup > Queue tab

Assigning Queue PhrasesFor each workgroup, you can either use the system default phrases or you can use custom phrases. You can use the default phrases provided, or create custom phrases; for instructions on recording and managing phrases, see Phrase Management - Voice on page 103.To assign phrases for the workgroup’s call queue, 1. On the Workgroup menu, choose Queue.2. In the Name panel, choose the workgroup that you want to configure.3. For chat workgroups, you can selecting a phrase for a greeting from the Greeting list.4. To use custom phrases, select the “Use Custom Phrase” checkbox. To use system phrases, clear the

checkbox.

Figure 64. Workgroup Queue Phrase options

5. For phrases 1 through 5, choose which phrase to use, in order, to play to callers in the queue.6. Select an Update Interval (0 to 180 seconds); this is a delay before the system plays the next phrase. If

you set the interval to 0, the system will play phrases one after the other, without music in between.

Configuring Queue Options


Configuring Queue AnnouncementsYou can set up the system to announce the queue status – the queue position and the calculated queue time – when a call or chat enters the workgroup queue. To enable and configure queue announcements,1. On the Workgroup menu, choose Queue.2. In the Name panel, choose the workgroup that you want to configure.

Figure 65. Workgroup Queue Announcement options

3. Check the Enable Announcement option, then choose the appropriate settings.

Expected Wait Time SamplingExpected Queue Time is an estimated number. Agents logging in or out of the workgroup during operation hours will affect the actual handling time and cause deviation to the expected queue time.Expected Queue Time is calculated as follows:Expected Queue Time (round up to minutes) = [(Average Handling Time x Queue Position) + 59 sec] / 60 sec

Queue Announcement Option Description

Queue Position

The system will inform customers of their position in the queue. • Do not check this option if you assign different priorities to different calls/

chats based upon DNIS, CID, or IVR selection

• Do not check this option if you configure matching an incoming SKLR to an agent's skill level. Queue position is not meaningful when a higher priority call/chat can push a lower priority one, or if no agent is available to answer a particular SKLR.

Expected Queue Time

The system will inform the customer how long the wait is expected to be. When calculating this number, the system will consider the average agent handling time and the position of the customer in the queue. Because queue position is a factor when calculating this number, do not check this option when call/chat priority and caller SKLR matching are configured.

Initial Expected Wait Time The number of minutes the system calculates the customer will wait when they first enter the queue. See Expected Wait Time Sampling on page 77.

Initial Sample Count The number of calls/chats that you want the system to use in the initial samples for the expected wait time.



To calculate Expected Queue Time, the system needs to take samples when a workgroup starts operation. You can set the following parameters to set a sampling period and a fixed Expected Queue Time announce-ment during this sampling period. The expected queue time counter is reset for all workgroups daily at mid-night.

• Initial Expected Wait (Queue) Time [1 to 10 minutes] – This field defines the expected queue time to be announced during the sampling period.

• Initial Sample Call Count [1 to 100] – How many calls/chats you would like to use as initial samples.

Configuring Queue Overflow ForwardingThe Overflow options are for handling long queues or long wait times. When a queue exceeds a set number of calls/chats, or when customers are waiting beyond a set length of time, calls/chats can be automatically forwarded.To set options for handling queue overflow,1. On the Workgroup menu, choose Queue.2. In the Name panel, choose the workgroup that you want to configure.3. Select the Enable Queue Overflow Forwarding option.

Figure 66. The Queue Overflow Forwarding options

4. Set the appropriate forwarding options; see Configuring Busy Handling Options on page 68 for descriptions of the overflow options.

Queue Overflow Option Description

Overflow existing session in the queue to

Forwards existing overflow calls/chats to the destination you specify; first in, first out.

When minimum x available agents in target workgroup

Specify that there must be a specific number of agents currently available in the target workgroup.

Overflow new incoming session to

Forwards new inbound calls/chats to the destination you specify; last in, first out.

Queue Length ExceedsWhen the number of calls/chats in the queue is greater than the defined number, new incoming calls/chats will overflow to the defined target. Enter a value between 0 and 150.

Longest Wait time longer than ___ minutes

When the longest queue time is greater than the specified number of minutes, new incoming calls/chat will overflow to the defined target. Enter a value between 0 and 200 minutes.

Configuring Queue IVR Responses


Allowing Supervisors to Manage the QueueFor a discussion of workgroup supervisors and their privileges, refer to Configuring Admin Users on page 123.To allow a supervisor to adjust the queue, select the Allow Redirect Call/Change Priority option. This allows a workgroup supervisor to redirect queued calls/chats or change the their priority, using the MaxSupervisor client application.

Figure 67. Workgroup Queue Supervisor options

To prevent calls with lower priority from staying in queue forever, causing high abandon rate, or lowering service level, you can set priority promotion to enhance a caller's position in queue. Select the “Promote priority by 1 for every...seconds” checkbox and enter the desired time interval, in seconds.

Configuring Queue IVR ResponsesThis feature applies only to voice workgroups; it does not apply to chat workgroups.The In Queue IVR tab is where you can configure phrases that can be played to callers in workgroup queues. Callers will hear the menu choices, and can then press keys on their phones to respond. You can configure what actions the system will take, or what further phrases should play, for the various digits the user presses in response.MaxACD comes with a set of default phrases. If you choose to use custom phrases, you will need to record them. See the discussions in Phrase Management - Voice on page 103.

Service level lower than __ %

When the service level is below the specified percentage, calls/chats will be overflowed to the defined target. Enter a value between 0 and 100%.The service level is a real-time queue service level (RTSL), which is calculated as:RTSL% = 1 - (# of queued calls/chats exceed SL threshold / Total in queue)

Queue Overflow Option Description



Figure 68. The Workgroup > In Queue IVR tab

Configuring Response ActionsTo set up the menus and responses,1. On the Workgroup menu, choose In Queue IVR.2. In the Name panel, choose the workgroup that you want to configure.3. In the Digits field, select 0 - 9, # or *. For that digit, you will see the phrases currently in the Play List and

those in the Available Phrases list.4. To configure one or more phrases that the system should play when the caller presses this digit, choose

a phrase in the Available Phrases list and click Add. To remove a phrase from the Play List, choose it and click Remove. If you want to change the order of the phrases in the Play List, select a phrase and click the Up or Down button.

5. Use the Action list to indicate which action should be performed after the phrases have been played.

Configuring Workgroup RecordingRecording only applies to voice workgroups; recording cannot be enabled for chat workgroups.Before you can enable workgroup recording to a centralized location, system recording must be enabled. This is done on the System > Call Recording tab, by an administrator.

Configuring Workgroup Recording


Figure 69. The Workgroup > Call Recording tab

For each workgroup in the table, you can enable/disable centralized recording , and specify what percentage of calls to record (n out of ten; choosing zero will record no calls).To establish call recording options for a workgroup,1. On the Workgroup menu, choose Call Recording.2. In the Name panel, select the workgroup that you want to configure.3. In the pulldown menu, choose the appropriate recording option.

Figure 70. Recording options

4. Configure the options as desired.

Workgroup Recording Option Description

Disable Disables call recording for this workgroup.

Auto record to central location

Records all workgroup inbound and outbound calls, which are saved to a central location (which is defined on the Recording tab of the System menu). This option requires that a Recording Seat license is assigned to each workgroup member.You can control which workgroup members can record calls; select the member’s name, choose Enable or Disable for that member, and then specify how many calls (out of 10) to record.

Record on demand to central location

Records calls on demand; recordings are saved to a central location (which is defined on the Recording tab of the System menu). This option requires that a Recording Seat license is assigned to each workgroup member.



Call Recording after TransfersRecording after an ad-hoc transfer can continue if some specific requirements are met.An "ad-hoc transfer" occurs when an agent invites another agent to the conference bridge and then hangs up the call. The customer and the newly-added agent then continue to talk on the conference bridge.If the invited agent is a Skype for Business user who has been configured in MaxACD, then call recording will continue after the original agent disconnects from the call. Otherwise, call recording stops.

Configuring Voicemail NotificationsThe notification feature applies to voice workgroups only; it does not apply to chat workgroups.You can have MaxACD send notifications when a workgroup voicemail message arrives. Notifications can be sent to a PSTN phone number or to a SIP URI; they cannot be sent to an IVR or workgroup. The call is routed the workgroup mailbox on the Exchange Server. The user can then enter the mailbox password to access the voice message.Either a phone number or a SIP URI can be configured as the message notification target.To configure voicemail notifications,1. On the Workgroup menu, choose Notification. 2. In the Names panel, choose the workgroup you want to configure.3. Configure the options as desired.

Record on demand to extension VM

Records calls on demand; recordings are saved to the each member’s voicemail.Note: When retrieving voicemail messages as an email, if the voice mail file has a recorded file attached, the recorded file is not forwarded in the e-mail.

Insert Recording Tone Plays a tone to alert the parties that the conversation is being recorded. The tone is recorded together with the conversation.

Workgroup Recording Option Description

Warning!Listening in to or recording a conversation without the consent of one or both parties may be a violation of local, state and federal privacy laws. It is the responsibility of the users of this feature to assure they are in compliance with all applicable laws.

!

Configuring Voicemail Notifications


Figure 71. The Workgroup > Notification tab

Configuring Notification TimingWhen notification is configured to an outside phone number, the system will announce, “This is the outcall notification message for…” after call connection. However, there are situations when the system may not be able to receive an answer supervision signal from the carrier. If the system plays the announcement phrase before the notification call is answered, the phrase will be cut off. You may need to adjust the delay setting to make sure the user return number is transmitted properly

Notification Option Description

Message Notification

• None – Agents are not notified of new workgroup messages.

• High Importance – Agents are notified only of workgroup voicemail messages that were marked as Urgent.

• All Voice Messages – Agents receive notifications for all workgroup messages.

Notification Destination

• Phone – The phone number to ring with the notification.

• SIP URI – The SIP URI address to ring with the notification. You can type the address or click the button to search. Note that you cannot search for a user by SIP URI in a Federated deployment.

Play Message• Seconds after answered – This field is set to 0 seconds and it is not

configurable for notification to a phone number. The system will play the announcement immediately after answer supervision is received.

Schedule

• Non-business hours – Notifications are sent during non-business hours.

From / To – Notifications are sent between the hours you specify.

• Any Time – Notifications are sent at all times.


C H A P T E R

8Multilingual ConfigurationMaxACD 7.1 supports multiple language prompts.Within the MaxACD Administrator Portal, you will see language fields on various pages.

• On the Admin > URI Routing tab, you can configure MaxACD to direct a caller to prompts in a selected language based on the phone number the caller has dialed. See Configuring Inbound Routing on page 89.

• On the Admin > Caller ID Routing tab, you can configure MaxACD to direct a caller to prompts in a selected language, based upon the Caller ID of the incoming call. See Configuring Caller ID Routing on page 92.

• On the System > Multi-Lingual tab, you see the languages that you have currently available in MaxACD. On this tab, you can edit the language names, as they appear within MaxACD Admin.

• On the IVR > Multi-Lingual tab, you can enable multi-lingual support in your IVR system. See Enabling Multilingual for IVR Systems on page 102.

This section covers the following topics:

• About Multi-Lingual Support on page 85

• Configuration Overview on page 86

• About Language Phrase Packages on page 86

• The Language Packages Configuration Tool on page 87

• Initial Language Installation on page 87

• Uninstalling Language Files on page 87

• Which Language Will Be Used? on page 87

About Multi-Lingual Support• Multi-lingual IVR is not supported for Chat workgroups.

• By default, the MaxACD installation package includes English phrases. Other language require special packages that contain phrases, number rules, and time rules.

• MaxACD supports multiple language prompts (8 languages maximum), letting you configure your system to handle the following types of scenarios in a multilingual environment:• An IVR set may serve callers who speak different languages. MaxACD can be configured to let the

caller select a preferred language in which to hear prompts. Once a language is selected, the whole call session will use the selected language.

Chapter 8: Multilingual Configuration


• Inbound routing rules may also be created to pre-set a language for the caller. If your company has multiple phone numbers, you can configure MaxACD to direct a caller to a language based on the phone number the caller has dialed. For example, if you give out different phone numbers to different countries, and a call comes in from the phone number you give out to customers in Mexico, you can configure MaxACD to direct that phone number to the “Mexico Spanish” language prompts or to an extension that uses the corresponding language in its prompts.

Note: The Dial-by-name and Directory services only support English.

Configuration OverviewConfiguring multilingual features involves the following actions:1. Have the appropriate system and custom phrases recorded in each language that your company wants

to use (in addition to the installed languages). 2. Use Altigen’s configuration tool to add the new languages to MaxACD. See the section The Language

Packages Configuration Tool on page 87.3. Enable IVR language support in the IVR > Multilingual tab. See the section Enabling Multilingual for IVR

Systems on page 102. 4. Configure the Language settings in URI routing and Caller ID routing, if desired.

About Language Phrase PackagesFor each set of phrases you want in a different language, you need to have phrases recorded in that language. Each language’s phrase package must contain phrase files and two text files: one that lists syntax rules for numbers, and one text file that lists syntax rules for sentence structure (these vary from language to language).The phrase files will have the exact same name/number as in the default language directory and will be part of the same IVR set, but they will be stored in a different directory.

Directory Structure for Language Phrase PackagesIf language phrases are added after system startup, MaxACD needs to be shut down and restarted, so that the directories are recognized. The next figure illustrates the folder structure for language phrases.

Figure 72. Directory structure for multilingual phrase packages

• The Music directory is for all languages.

• The Lang1 and LangCustom directories contain the phrases for the system default language.

The Language Packages Configuration Tool


The Language Packages Configuration ToolAltigen provides a tool, the Languages Packages Configuration Tool, to install additional languages. This tool uploads language phrase files into MaxACD. You must upload both system phrases and custom phrases (custom phrases are optional). This tool can also reinstall and uninstall the phrase files.For an initial language installation, the tool will insert phrase files into a table named VoiceFile into the CWSDB database. In addition, it will insert a new language record into the Language table.

Figure 73. The Languages Packages Configuration tool

Initial Language InstallationTo upload a new set of language phrases,1. Load the MaxACD 7.1 installation media.2. In the AltiServe \ Exe folder, run CWSDBLangInstall.exe.3. Run the setup.exe file in that folder.4. For the System Phrases Folder field, type the path to the appropriate language folder, or click the small

button to browse to the folder.5. For the Custom Phrases Folder field, type the path to the appropriate language folder, or click the small

button to browse to the folder.6. Click Install.

Uninstalling Language FilesIf you no longer support a language, then you can uninstall those language files. You cannot uninstall the default language. Note: If you uninstall a language that is currently assigned in any IVR or routing rules, those rules will

automatically reset the Language setting to the default language.To uninstall a language,1. Load the MaxACD 7.1 installation media.2. In the AltiServe \ Exe folder, run CWSDBLangUninstall.exe.

Which Language Will Be Used?MaxACD follows these rules to determine which language to use:1. If there is URI routing or Caller ID routing to a multi-lingual IVR, the IVR will overwrite the initial language

setting.2. If the caller info matches both the caller ID and the URI routing, the language setting in the caller ID routing

rules takes precedence.

Chapter 8: Multilingual Configuration



C H A P T E R

9Configuring RoutingRouting is configured on several tabs on the Admin menu. The specific tabs and options you see will depend upon the following:




Figure 74. The tabs on the Admin menu

• The URI Routing tab is where you can configure inbound routing; see Configuring Inbound Routing on page 89.

• The Caller ID Routing tab is where you can configure rules to calls based on the incoming call’s Caller ID; see Configuring Caller ID Routing on page 92. (Caller ID routing is not supported for incoming chat sessions.)

• The Virtual Extension tab is where you set up virtual extensions. A virtual extension is an entity used to associate with an application. See Configuring Virtual Extensions on page 93.

Configuring Inbound RoutingWhen a PSTN call or chat session comes in to a specific DID number, or when an incoming SIP call arrives for a specific SIP URI, the system can route it to the proper user, IVR, workgroup, or voicemail mailbox. In order to locate an entry in the DNIS table for an incoming call or chat, a full match is required. On the Admin > URI Routing tab, the left URI panel shows any routing entries that have already been configured. The pane on the right shows the configuration of the selected routing entry.You can add both DID and SIP numbers to your routing list.

Chapter 9: Configuring Routing


Figure 75. The Admin > URI Routing tab

With this release, you can add URI routing rules and specify a DID number of a SIP URI for incoming calls and forwarding targets. A PSTN incoming call made to a DID number or a SIP incoming call destined to a specific SIP URI can be routed from the Skype for Business server to the MaxACD server using Application Endpoint (AEP). Administrators may add URI Routing entries in the MaxACD server, and specify the DID number or SIP URI for incoming calls and its forwarding target, an IVR, a Workgroup, a SIP URI, or a voicemail.Administrators can also choose to display a SIP URI AEP as a contact which can be searched and added by Skype for Business clients. When a Skype for Business client calls this AEP contact, the call is routed to MaxACD's URI Routing engine, and is forwarded to the configured target.Within the Administrator portal, there are many places where you can route a call or chat to a SIP URI. For convenience, you can either type the entry or click the small button beside the field to search for the appropriate user.

Creating URI Routing RulesTo add entries to the URI routing table, 1. On the Admin menu, choose URI Routing.2. Click Add.3. Configure the URI details for this routing entry.

URI Routing Field Description

Name A unique name for this routing entry.

Media Type Choose either Voice or Chat.

Configuring Inbound Routing


4. Configure time-based rules for this entry. You can customize the routing for three distinct time periods of time, as defined in the Business Hours tab:

• Workdays During Business Hours

• Workdays Outside of Business Hours

• Non-Workdays

5. You can further customize each routing rule.

DID Number

Select this checkbox if the routing entry is a DID number, and then enter the full number. The format of the DID number should be the same as your Skype for Business system's extension's SfB LINE URI format. In other words, if LINE URI is set to E.164 format, then the DID Number field should use E.164. Use the numerals 1-9; no hyphens are accepted in this field.

SIP URI

Select this checkbox if the routing entry is a SIP URI number, and then enter the full URI. Make sure to enter a valid domain. You can specify the following options:• Add to Lync Contact – When this option is selected, the entry can be

searched in the Skype for Business client by name. You can enter both a Display Name and a Display Number. Note: You must specify this when you first create the routing rule. You cannot edit the rule later to add this information (you can, however, delete the rule and then recreate it to add the details).

Time-based Routing Option Description

Route to Workgroup Routes calls/chats to the workgroup that you select. The list will include workgroups of the same media as this workgroup (voice or chat).

Route to MaxGroup Routes calls to the MaxGroup that you select.

Route to IVR Routes calls to the IVR prompt that you select.

Route to SIP URIRoutes calls to a SIP URI address. Either type the name or click the small button to search for the desired user. Note that you cannot search for a user by SIP URI in a Federated deployment.

Route to Voicemail

Routes calls to voicemail for the user that you select. Either type the name or click the small button to search for the desired user. This option is available only for voice workgroups. It is not enabled for chat workgroups.

URI Routing Field Description



Figure 76. The URI Attribute Options.

To edit a routing entry, select the entry in the URI panel, make your changes, and then click Ok.To delete an entry, select it in the URI panel and click Delete.

Configuring Caller ID Routing Caller ID routing is not supported for chat workgroups.When an incoming call comes through with a Caller ID, you can route the call to the proper user, to the appropriate IVR, or to a MaxGroup or workgroup, based upon the Caller ID number collected. Note: You will want to set up Skype for Business users, workgroups, Business Hours and Holidays before

you configure Caller ID routing.

How the System Routes Incoming CallsMaxACD follows these steps to route incoming calls:1. MaxACD tries to match the number to an entry in the Caller ID Routing table. 2. If it does not find a match, the system tries to match the DID number configured in a URI routing rule.3. If it does not find a match, then it checks whether that day is configured as a holiday. If it is a holiday,

MaxACD routes the call according to the rules in the Holiday profile assigned to the routing rule.4. If it finds a match and today is not configured as a holiday, MaxACD routes the call according to the rules

in the business hours profile assigned to the routing rule.

Attribute Option Description

Set Session Priority Assigns a priority from 1-9 to the selected DNIS number. The highest priority is 1, the lowest priority is 9.

Set Skill Level Requirement

For workgroup-directed calls/chats. Assigns a skill level requirement from 1-9 to the selected URI number. This setting tells the system to match the call/chat to an agent’s specified skill level.This setting applies only if the call is routed to a workgroup.

Language

If your company has multiple phone numbers, you can configure MaxACD to direct a customer to prompts in a selected language, based on the phone number that the customer has called. This options specifies that callers who dial this number will hear prompts in the language you select.

Holiday Profile Routes based on the Holiday Profile that you select.

Business Hours Profile Routes based on the Business Hours Profile that you select.

Configuring Virtual Extensions


The Caller ID Routing TabThe Caller ID Routing tab is where you will configure routing rules for a incoming caller ID numbers; open it by choosing Caller ID Routing from the Admin menu.

Figure 77. The top portion of the Caller ID Routing tab

This tab is where you will set up routing for specific incoming caller ID numbers. The left pane lists the caller ID rules you have already set up; the right pane shows the configuration for the selected Caller ID rule.

Configuring Caller ID RoutingTo add a new Caller ID rule to the routing list,1. On the Admin menu, choose Caller ID Routing.2. Click Add (below the Caller ID list in the left panel).3. Enter the Caller ID number, and then enter a descriptive name for this number.4. Set the routing options for workdays during business hours, workdays during non-business hours, and

non-workdays. Refer to the Time-based Routing Option table for descriptions of each option. 5. Set additional routing options. Refer to the Attribute Option table for descriptions of each option.To edit a Caller ID routing rule, select the entry in the Caller ID Number list, make your changes in the right pane, and then click OK.To delete an entry, select it in the Caller ID Number list and click Delete.

Configuring Virtual ExtensionsA virtual extension is an entity used to associate with an application. Virtual numbers are not associated with a specific user.



Virtual extensions are used to run CDR Search with the extension # and password. They are also used in AltiReports and in Advanced Call Router (ACR). Beyond those applications, they serve no other purpose.Use the Virtual Extension tab on the Admin menu to set up virtual extensions.

Figure 78. The System > Virtual Extension tab

To add a new virtual extension,1. On the Admin menu, choose Virtual Extension. The left panel shows the virtual extensions that have

already been configured in the system, in alphabetical order. The right pane shows the extension number that the system assigned to the selected extension.

2. Click Add below the Name panel.3. Enter the required information and click Ok.

The system automatically assigns a 6-digit extension number to this new virtual extension.To remove a virtual extension, select the entry and click Delete.

Virtual Extension Field Description

Name Enter a unique name for this extension.

Password Enter a password for this extension.


C H A P T E R

10Configuring IVRThe IVR (Interactive Voice Response) feature provides quick and courteous processing of incoming calls/chats. IVR can be configured to serve as a primary attendant or as a backup to a receptionist. In a call-heavy environment, IVR trees can greatly reduce the number of calls that need to be handled by the operator. When IVR processing is used for Chat, only Advanced Call Router connectivity is supported.MaxACD’s IVR voice features include:

• Multiple levels of menus.

• Transfer calls to various targets, including users, workgroups, and MaxGroups.

• Dial by Name and Dial-by-Extension, for specific custom Directories – Allows callers to reach a user or group by entering a name or extension.

• Name Directory Service – Allows callers to hear a list of Skype for Business users and workgroups.

• Records a voice mail message to a specific user’s mailbox.

• Allows employees to call in and access voice messages from an external location.

• Data-Directed Routing – Allows the routing of calls directed by the caller's input (digit or text).

• Sets call priority and skill level requirement for workgroup call processing.The IVR menu offers tabs for configuring IVR trees, managing phrases., and managing user directories. The specific tabs and options you see will depend upon the following:




Figure 79. The tabs on the IVR menu

• The IVR Configuration tab is where you set up actions for IVR trees. To begin, see Planning Is Essential.

• The Phrase Management tab is where you manage phrase files. See Phrase Management - Voice and HTML Web Chat / Agent Announcement Phrase Stylesheets.

• For information on the Multi-Lingual tab, see Enabling Multilingual for IVR Systems on page 102 and Multilingual Configuration on page 85.

• The Directories tab is where you set up custom user directories, which can be specified in IVR trees.

Chapter 10: Configuring IVR


Planning Is EssentialFollow these steps before you configure your IVR trees.1. Plan the entire configuration. Decide how many items to provide within each menu, and how many menu

levels to use. Based on the action choices in each menu, write down the appropriate prompts or phrases to play at each level.

2. Record phrases for each menu level or use the pre-recorded phrases that are available to you.

IVR TerminologyThe following terms are used throughout the discussion of IVR systems:

• IVR Tree – A unique IVR system with its own name and menus. You can configure multiple IVR trees.

• Level – A single branch of an IVR tree. Each level is a menu. IVR trees can have multiple levels.

• Menu item – One of the choices on a menu. Each menu can have up to 16 menu items. Menu items typically have phrases that play/display and actions that take place when customers select that digit.

• Directory – A custom directory that you create, for use with one or more IVR trees.

Example: IVR Planning


Example: IVR Planning

IVR ID: 100, Phrase 10Main Menu for XYZ Office

Digit Meaning Action1 Directions Call Workgroup

Corp

2 Appoint Call Workgroup Schedule

3 Advisor Call WorkgroupAdvisor

4 Express Support

Expand Tree(No. 110)

5 Sales Expand Tree(No. 120)

6 Technical Support

Expand Tree(No. 130)

7 Phone FAQs Expand Tree(No. 140)

890 Other Call Workgroup

Admin

IVR ID: 110, Phrase 20 Express Support

Digit Meaning Action1 Installation Call Workgroup

Install2 Board Support Call Workgroup

Hardware)3 Version 5

SupportCall Workgroup Xenith)

4 Version 6Support

Call Workgroup Escalation)

567890 Main Menu GoTo Top Level* Repeat Menu Repeat Level# Main Menu GoTo Top Level

IVR ID: 120, Phrase 30 Sales

Digit Meaning Action1 Hardware Call Workgroup

Hardware2 Applications Call Workgroup

SWsales3 Check Order

StatusGoTo Item 127 (Collect Order #)

4 Other: Questions, etc.

Call Workgroup Admin

567890* Repeat Menu Repeat Level

Planning is essential in organizing an IVR tree; it helps you to identify the needs for custom prompts.This simple example, using sample work forms for each menu, shows a beginning structure: a main menu and two of the four expansions.When callers are routed to workgroup extensions, the workgroups have their own call handling settings for greetings, update phrases, rules for sending to voice mail, and so on.Timeout (not shown on forms): when set to “Level - Repeat Current Level,” after three 7-second timeouts, an announcement is played and the call is dropped



The next figure shows an example of a simple IVR tree with just two levels. The first level menu, the “Top” level, offers seven menu items. If a caller selects menu item #1, a new menu offers five menu items.

Figure 80. A simple IVR tree containing two levels

Adding New IVR TreesMaxACD comes with two IVR trees: a tree named System (for Voice calls) and a tree named System.chat (for chat sessions). You cannot delete these IVR trees; however, you can customize the behavior for each menu item on those treesYou can add more IVR trees as needed. Each new IVR tree provides 10 empty menu items with no actions assigned to them. You can edit each item, as described in Configuring IVR Menu Items on page 99. To add a new IVR tree,1. On the IVR menu, choose IVR Configuration.

Configuring IVR Menu Items


Figure 81. The IVR > IVR Configuration tab

2. In the IVR pane, click Add.3. In the right pane, enter a name for this new IVR tree. 4. Select a media type for this tree (Voice or Chat). Click OK.5. Configure the menu items on this level of the tree by choosing each digit and defining the actions that

should take place when callers press that digit.

Configuring IVR Menu ItemsThe actions that are available may vary, depending upon the media type (voice or chat).Each IVR tree has unlimited branches, or levels. The following rules guide the basic configuration:

• Each menu item (digits 1 - 0 and T, *, and #) is an action point with a unique ID number and name.

• The top of the tree is a “O” (for Origin).

• A timeout is indicated by a “T.”

• Each menu item can have a prompt. See Phrase Management - Voice on page 103 for details on uploading phrases, the acceptable file formats, and where phrase files are stored.

• If you want a menu item to have multiple choices, select “Expand Tree” to create a new level.

• You can jump to any menu item within the same IVR tree.Every menu item will execute steps according to the following rules:

• First step – Play the prompt, if the Prompt checkbox is checked. If Prompt is not checked, the system will go to directly to the second step.

• Second step – Perform the action specific for this item.



• Third step – Set the Priority for MaxACD priority queuing. You can assign a priority number from 1-9 to the customer who selects this menu item. The highest priority is 1, the lowest priority is 9. If this box is not checked, go to the next step without delay.

• Fourth step – Set SKLR (Skill Level Requirement) for skill-based routing. You can assign an SKLR from 1-20 to the customer who selects this menu item. If this box is not checked, go to the next step without delay.

• Fifth step – Execute the action assigned to this menu item.

Figure 82. The IVR Action list

Note: At the point when you change a key assignment, any phrases that are currently be playing for that key may not play completely.

Action DescriptionsThe next table describes each option in the Actions list.Note that for chat IVR trees, the actions that are available are Advanced Call Router, Route to Workgroup, Route to SIP URI, and Disconnect.

IVR Action Description

No Action An “invalid” message plays and the menu is repeated.

Level - Expand Tree Expand menu item to create a new level.

Level - Repeat Current Level Repeat the level that contains the “Repeat Current Level” menu item.

Level - Go to Top Level Go to the top level and repeat the action items on the top level.

Level - Go to Specified Item Go to selected menu item at any level. A list opens, from which you select the item.

Route To - MaxGroup Route the call to the MaxGroup that you choose. Note that you can route only voice calls to MaxGroups; MaxGroups do not support chat sessions.

Route To - Workgroup Route the customer to a workgroup that you choose. Note that you can only route to workgroups of the same media type.

Route To - IVR Route the customer to the IVR system that you choose.

Route To - SIP URIRoute the customer to a specific user. Enter the user address in the format sip:username@host, or click the small button to search for the appropriate user. You cannot search for a user by SIP URI in a Federated deployment. Note that you can only route to workgroups of the same media type.

Route To - Dial By Name

Prompt the caller to enter the name (first, or last, or both in any order) of the person they want to speak with and select the option that matches the name.

Configuring IVR Menu Items


Collecting DigitsThis feature does not apply to chat IVR.When a caller selects a menu item that has a “Collect Digits” action item, a custom phrase is required to advise the caller how many digits are required. The system will look at “Min Length” and “Max Length” settings to determine if the Collect Digits action was successful.

• If the correct number of digits was entered, then the system executes the sub-level “&” action item

• If the caller did not enter an acceptable number of digits, then the system executes whichever menu item you define as a fail-over action

To use the Collect Digits action, select the Adv. - Collect Digits action and set additional parameters.

Figure 83. Options for The Collect Digits Action

Route To - Directory Service

Play a list of the system users to the caller. For this to work properly, users need to record their directory names.

Route To - Disconnect Disconnect the call/chat session. A short phrase is automatically played or displayed before the disconnection.

VM - Record MessageLeave a voicemail message in the specified voice mail box. Enter the user address in the format sip:username@host, or click the small button to search for the appropriate user.

VM - Exchange UM Subscriber Access

Allow the caller to log into the Exchange server to access voicemail from the outside. This option is assigned to the “#” key at the top level of each IVR menu, by default.

Adv. - Collect Digits See the discussion in Collecting Digits.

Adv. - Advanced Call Router

Hand over the call to the Advanced Call Router application through the SDK API interface. The ACR application needs to log in to a virtual extension with the correct password. If the ACR application fails to connect, the system will execute the sub-level “&” as a fail action.

IVR Action Description



Making IVR AssignmentsOnce the IVR menus are set up, you can use them in various routing situations, including Caller ID routing and as an answering option for handling busy or no-answer workgroup calls/chats For details, see the following sections:

• To use IVR trees in URI routing rules, see Configuring Inbound Routing on page 89.

• To use IVR trees in Caller ID routing, see Configuring Caller ID Routing on page 92.

• To use IVR menus in Workgroup call/chat handling, see Configuring Session Handling Options on page 67.

Enabling Multilingual for IVR SystemsNote: IVR Multi-lingual is not supported for chat workgroups.After you have recorded language phrases and uploaded them into MaxACD, as described in Multilingual Configuration on page 85, you are ready to enable multilingual support in the IVR system. To configure language options for an IVR set,1. On the IVR menu, choose Multi-Lingual.2. In the left IVR panel, select the IVR system that you want to configure.3. Select the Enable Multilingual Support option.

Collect Digits Option Description

Text Tag

A tag name, which is critical for the following operations:• For CDR logging, the IVRData field will log the collected digits as

"Tag=xxxxx”. For example, if tag is configured as “Account” and collected digits is “67663”, the CDR database will log “Account=67663” in the IVRData field.

• For MaxAgent client display, the above example is displayed as “Account=67663” on the View > IVRData section.

Minimum Length The minimum length of digits to be collected.

Maximum Length The maximum length of digits to be collected.

PSTN Call Inter-Digit Timeout The length of time the system will wait between collecting of digits before timing out.

Inter-Digit Timeout after Max Length The length of time the system will wait after the maximum length of digits is collected.

If failed, go to menu Specifies which menu item to jump to if the digits cannot be collected correctly.

Phrase Management - Voice


Figure 84. Enabling Multi-lingual IVR support

4. Configure the settings appropriate for your system.

Note: This language configuration is on top of the regular IVR configuration. The system will execute the regular IVR action items after a language preference is selected by the caller.

Phrase Management - VoiceThis section covers information on how to use pre-recorded phrases, record custom phrases, and use professionally recorded phrases. See the section HTML Web Chat / Agent Announcement Phrase Stylesheets on page 106 for instructions on uploading HTML phrases for chat sessions.Phrases are used in many places in the MaxACD system. In addition to the phrases in the IVR system, there are workgroup phrases and personalized agent phrases, for example.You might want to record unique phrases to customize an IVR for a work group. When the system is configured to have the IVR system answer incoming calls, callers hear a customized greeting. For example, this set of phrases would be appropriate for a voice workgroup:

“Thank you for calling ABC Company.Press 1 for sales.Press 2 for technical support.Press 3 for accounts payable.Press 0 to reach the operator.To repeat this menu, press star (*).”

An example of a group greeting phrase:

“Please hold; someone will be with you shortly.”You might also want to give callers the option of hearing prompts in another language.

Multi-Lingual IVR Option Description

Enable Multilingual Support Enables or disables the multi-lingual options for this IVR set. Check this box to enable language support.

Language Selection PromptEnables or disables a prompt to the caller to choose a language. If you select this checkbox, choose the prompt that lets the caller select a language.

Digits 1 - 8Beside each appropriate number, select a language from the list that corresponds to the phone key the user would press to hear that language. (For example, “For English, press 1; for Spanish, press 2...”)



Using Professionally Recorded PhrasesRecording studios such as Worldly Voices provide professionally recorded prompts as electronic files that can be installed and used on the MaxACD system.To install professionally recorded phrases or prompts,1. Assign a prompt number to each prompt you would like recorded. Or give the prompt a unique identifying

name. MaxACD-supplied phrases are numbered, but phrases don’t have to be numbered. 2. Submit your prompt script and prompt name to the recording studio.3. Instruct the recording studio to record prompts in WMA 16KHz mono CBR format. 4. Once you receive the prompts, upload them into the system as described in Uploading Voice and Chat

Phrases on page 104.

Recording Custom PhrasesStarting with MaxACD Release 7.0, the Custom Phrase Manager tool is no longer included with the product. One tool to consider using is WavePad Audio Editing Software from NCH Software.We recommend one of the following formats:

• Windows Media Audio 9.2, 16kbps, 16kHz, mono CBR

• Windows Media Audio 9.2, 48kbps, 44kHz, mono CBRIf you are recording your own phrases, use a headset with noise-cancellation ability for the best quality.Note: In Windows 10, you can no longer record in WMA format.

Music On HoldYou can upload a music file into MaxACD, to play as the music that callers hear while they are on hold.

• The music file must be a .WMA 16k mono format file.

• MaxACD comes with three different music files; you can choose whichever music you prefer. These music files are loaded during installation.

Note: With Lync 2013, if you use a music file that is longer than 7 minutes, callers may hear a few minutes of silence when the music stops. For this reason, we recommend that you limit the files for on-hold music to music that is shorter than 7 minutes in duration.

Selecting On-hold MusicTo select which music you want to play for callers who are on hold,1. On the IVR menu, choose Phrase Management.2. Open the menu beside “On-Hold Music” and choose a file. If you want to disable hold music, choose

Disabled.3. Click OK.

Uploading Voice and Chat PhrasesYou can upload individual phrases as needed. Once you upload a phrase, you can use it in IVR rules and other areas of the product.

Uploading Voice and Chat Phrases


To upload phrases into the system,1. On the IVR menu, choose Phrase Management. This tab shows you the phrases and music that are

already in the system.

Figure 85. The Phrase Management tab

2. Click Add New Phrase.

Figure 86. Add a new phrase

3. Enter a name for the phrase.4. Complete the remaining fields and click OK.

Phrase Parameter Description

Type

• Voice Prompt – These phrases are voice .WMA files, for announcements

• Chat Prompt – These phrases are HTML text (*.HTM), for chat sessions

• Music – These files are for music on hold. These files must be WMA 16k mono format files

Phrase FileClick Choose File and navigate to the appropriate file. Make sure that you select the appropriate file format: .WMA for voice prompts and music on hold files; .HTM for chat phrases



HTML Web Chat / Agent Announcement Phrase StylesheetsTo configure the appearance of html phrases for chat sessions, and for agent announcements for chat sessions, you can add or edit style sheets.These options are only available for chat workgroups. They do not apply to MaxGroups.1. On the IVR menu, choose Phrase Management.2. Click the button beside Inline Style Sheet. You see a list of style sheets that have already been configured,

including one that is provided with MaxACD as a default, which is appropriately named Default.

Figure 87. The style sheets

3. To edit one of the existing style sheets, click Edit beside it. Edit the HTML code as needed, and then click OK. Or, if you want to reset this style sheet to the default, click Reset to default value.

4. To add a new style sheet, click Add Style Sheet.

Figure 88. Add a new style sheet

5. Give the style sheet a unique name, and modify the default HTML code as needed. Click OK and click Done.

Language Choose a language. Note that the language field is not supported for chat phrases.

Description Enter a brief description to describe the file.

Phrase Parameter Description

Custom User Directories


Custom User DirectoriesInstead of using one single, large, company directory in all IVR branches, you can create multiple, smaller directories that are focused on departments or locations. You can then assign these focused directories in IVR branches. Users can be members of multiple directories. To view the members of a Directory, from the Sidebar, choose AA/IVR. Then switch to the Directories tab and choose a Directory.You can sort the entries in the Members list by clicking a column title. You can also search the Active Directory (AD) for a specific user by entering all or part of the member's name.Note that in a Federated deployment, when adding members to directories you cannot search for a user by SIP URI. You can add only custom users to Directories.

Creating New Custom DirectoriesYou can create a new, empty Directory, or copy the member list from an existing Directory.1. From the Sidebar, choose AA/IVR. Then switch to the Directories tab.

Figure 89. The AA/IVR Directories tab

2. Below the Directory list on the left, click Add.

Figure 90. Creating a new Directory

3. Enter a name for this Directory. The name can be a maximum of 32 characters; special characters and spaces are allowed.

4. You can either create an empty Directory or you can copy an existing Directory and modify it.



• To create a blank Directory with no users, select the Empty Directory option. You can then add the appropriate users; refer to the next few sections for details.

• To copy the user list from an existing Directory, select Copy from Directory and then select the directory from the list. You can then modify the member list as needed.

5. Click OK.

Add OU Users to DirectoriesUser Directories are groups of users from AD. Active Directory allows you to create a hierarchy within a domain that meets the needs of your organization. To build this structure, objects (including users) are grouped into Organizational Units (OUs). OUs are containers within a Microsoft Active Directory domain which can hold users, groups, and computers. You can bring AD users into different MaxACD User Directories by selecting which OU contains the users that you want to include in each directory.Note that you cannot add users from Active Directory in a Federated deployment. Note: If you cannot retrieve users from AD, open IIS and check that the Domain Admin account has Local

Admin privileges and Active Directory Search privileges.For more details on OUs, see https://technet.microsoft.com/en-us/library/cc978003.aspx.To add users from an OU into a User Directory,1. From the Sidebar, choose AA/IVR. Then select Directories.2. Select the Directory from the list on the left.3. Pull down the Action menu, choose Add AD User from OU and click Go. You will see a list of users from

the OU.

Figure 91. Adding OU users to a Directory

4. To search for a specific user to add to the Directory, use the Search feature. The results will only include those users who are NOT already members of that Directory.

5. Select the users you want to add by checking the checkbox; clear a user's checkbox to remove them from the member list. Click OK.

6. Repeat this process until all users have been added.Note: If you add an OU user to a Directory and the extension number is out of date, go to the User tab, select

that user and click Retrieve AD Details. Then give the system a few minutes to make the updates. In some cases, you may need to add the user a second time in order to retrieve the correct extension number.

Add Security Group Users to DirectoriesAD Security groups are used to assign permissions to shared resources. See https://technet.microsoft.com/en-us/library/dn579255(v=ws.11).aspx for further details.Note that you cannot add users from Security Groups with a Federated deployment.

https://technet.microsoft.com/en-us/library/cc978003.aspx

https://technet.microsoft.com/en-us/library/dn579255(v=ws.11).aspx

https://technet.microsoft.com/en-us/library/cc978003.aspx





If you have AD Security Groups and want to add users from a Security Group into a Directory,1. From the Sidebar, choose AA/IVR. Then select Directories.2. Select the Directory from the list on the left.3. Pull down the Action menu, choose Add Security Group Member and click Go. You will see a list of your

AD Security Groups.

Figure 92. Adding Security Group members to a Directory

4. Select the groups that you want to import into this directory and click OK. All members of the selected groups will be added; duplicate records will be removed.

Import Users into Directories from CSV FilesYou can import a list of users from a CSV file. The CSV file should have the following format:firstname,lastname,displayname,sipuri,department,location,title,extension,dialbyname,dialbyext,type,import

Field Descriptions for CSV Files

CSV File Field Description

firstname The user’s first name

lastname The user’s last name

display name The name to display for this user

SIP URI The user’s SIP URI; include the sip: at the beginning of the entry

department The user’s department

location The user’s location

title The user’s title

ext The user’s extension number

dialbyname Whether to enable Dial-by-name for this user for this Directory; this entry must be Yes or No

dialbyext Whether to enable Dial-by-extension for this user for this Directory; this entry must be Yes or No

typeThe type of entry:• AD user - the user’s data should be pulled from Active Directory

• Custom - this is a custom entry, either imported or entered manually

import Whether to import this user record or not; this entry must be Yes or No



Importing Users from CSV FilesTo import users via a CSV file,1. From the Sidebar, choose AA/IVR. Then select Directories.2. Select the Directory from the list on the left.3. Pull down the Action menu, choose Import Users from CSV Files and click Go. 4. Navigate to the CSV file and select it. 5. After a moment, the entries contained in the CSV file will appear on the screen. (Those entries with the

Import field marked as No will not appear.) By default, checkboxes for any duplicate records will not selected. On this page you can sort the entries by any field, by clicking the column title (for example, to sort the list by the user's last name, click the Last Name column).

6. To import a user record, select the record's checkbox. If you do not want to import a record, clear the record's checkbox. If you cannot select a checkbox, that means that the record is a duplicate.

Figure 93. Importing users from a CSV file

7. To edit the data in a record being imported, click the pencil icon for that record. A pop-up shows you both the current entry and the new data; only the new data fields can be edited. Click OK after making your changes.



Figure 94. Editing a record before importing it into a Directory

8. After making your selections and editing records as needed, click OK. The selected entries are imported into the database and will appear in the Directory's member list.

Add Groups of Users from MaxGroups, Workgroups Into a DirectoryYou can add users from MaxGroups and Workgroups into a Directory.1. From the Sidebar, choose AA/IVR. Then select Directories.2. Select the Directory from the list on the left.3. Pull down the Action menu, choose Add Groups and click Go. You will see lists of MaxGroups (in the left

panel) and Workgroups (in the right panel) in your system.

Figure 95. Adding MaxGroups and Workgroups to a Directory

4. Check a group to add the group's users into the User Directory; clear a checkbox if you do not want to import its users. You can use the Search box to search for a specific group.

5. Once you have selected all of the groups that you want to add, click OK.



Add Custom Directory Contacts to DirectoriesYou can add custom entries to User Directories.This method, and the process of importing users from a CSV file, can be used to add custom users into a User Directory in a Federated deployment.1. From the Sidebar, choose AA/IVR. Then select Directories.2. Select the Directory from the list on the left.3. Pull down the Action menu, choose Add Custom Directory Contract, and click Go.

Figure 96. Adding a custom user entry to a Directory

4. Specify each field and click OK.

Dial by Extension, Dial by NameYou can enable or disable dial-by-name or dial-by-extension for users, by User Directory.

Custom User Field Description

First Name The user’s first name

Last Name The user’s last name

Display Name The name that should appear; this is an Active Directory field

SIP URI The user’s SIP URI; you do not need to include the sip: at the beginning of the entry

Department The department where the user works

Location The location where the user works

Title The user’s title

Extension Number The user’s extension number

Dial by NameWhether to enable Dial-by-name for this user for this Directory; if you enable this, callers can find this user by entering the user’s nameNote: The Dial-by-Name feature only supports the English language

Dial By ExtensionWhether to enable Dial-by-extension for this user for this Directory; if you enable this, callers can find this user by entering the user’s extension number



Unlike in earlier release, you no longer enable/disable Dial-by-Name and Dial-by-Extension for a user globally. You apply these options for a user within a Directory. In other words, a user can have one or both of these features enabled in one Directory and disabled in another Directory.

Figure 97. Depiction of one user with different dial-by setting for different Directories

• Dial by Extension allows a caller to enter the extension number; the number must be configured in the Us-er Directory Profile. If the caller enters a number that matches a user, then the call will be sent to the Skype user with that extension. Dial-by-Extension supports variable extension length.

• Dial by Name allows a caller to enter a name to reach a user. To enable or disable these dialing features for a user, 1. From the Sidebar, choose AA/IVR. Then switch to the Directories tab.2. Select the Directory from the list on the left.3. Search for the user (or group) if necessary.4. Select the user (or group) in the list by checking its checkbox and click Edit.5. Check or clear the Dial-by-Name and Dial-by-Extension options.

Note: If you selected a MaxGroup or Workgroup, you are enabling dial-by-name or dial-by-extension for the name or extension number of the workgroup itself; not for the individual members of the group.

6. (Optional) If you want to apply these changes to other users within this User Directory, click Apply To. On the next page, select the users to apply the change to, and click OK.The following changes will be copied from the current user to the users you select:• Dial-by-Name• Dial-by-Extension

7. To apply the changes, click OK.

Assign Custom User Directories to IVRsYou can assign a specific Directory to each IVR tree.1. From the Sidebar, choose AA/IVR. Then switch to the General tab if necessary.2. Select the Directory from the list on the left.3. In the AA/IVR section, choose the appropriate directory from the pull-down menu. Click OK.



Figure 98. Assigning a Directory to an IVR

Assigning Dial-by-Name, Dial-by-Extension in AA/IVRNote that you must add a digit in your AA/IVR to offer callers the Dial-by-Name or Dial-by-Extension option. For example, you could assign digit 8 a prompt, “Press 8 to reach your party by entering the party's name.” Then set the digit's action to Route To - Dial By Name.

Figure 99. The IVR Action pulldown menu, showing Route To - Dial by Name


C H A P T E R

11Configuring Business Hours and HolidaysThe Work Hours menu offers two tabs.

Figure 100. The tabs on the Business Hours menu

• The Business Hours tab is where you customize the default business hour profile and create additional profiles as needed. See Defining Business Hours on page 115.

• The Holidays tab is where you customize the default holiday profile and create additional profiles as needed. See Defining Business Holidays on page 117.

Once you define Business Hours and Holiday Profiles, you can assign them to URI Routing entries and Caller ID entries.

Defining Business HoursMaxAdmin comes with a default workgroup business hour profile, named System. You can set up additional business hour profiles, as needed.Business Hours profiles affect other system settings, such as Workgroup Business hours.Note: Because the business hours are used throughout the system, make sure the system time has been

set correctly.

Figure 101. Business Hours configuration

Chapter 11: Configuring Business Hours and Holidays


You cannot delete the default business hour profile, named System. However, you may add additional profiles as needed. Each profile can have unique working days and business hours.To change a profile, choose Business Hours from the Work hours menu.

Modifying the Default Business Hours ProfileTo change the hours of the default Business Hours profile, System,1. On the Work Hours menu, select Business Hours.2. In the Business Hours panel, select System.3. In the right pane, modify the start and end times for each day, as needed.

Creating New Business Hours ProfilesTo add new Business Hours profiles,1. On the Work Hours menu, choose Business Hours.2. On the Business hours tab, click the Add button directly below the Profiles list.

Figure 102. The Business Hours Profile list

3. In the Name field, enter a unique name for this profile. Do not include any of the following special characters in the name: < > / \ " &.

Business Hours Field Description

DaySelect the days of the week during which the company does business. For example, if the company does business on only Monday – Friday, check the boxes for those days.

AM and PM Schedules

For each day, select the time periods during which the company is available for business. The time between the AM and PM times can be used to indicate a lunch break or time between shifts.Times are in 24-hour format; in other words, to indicate one o’clock in the afternoon, use 13:00.If you don’t want to set a break between AM and PM schedules, set the PM starting time to be the same as the AM ending time.

Defining Business Holidays


Modify the start and end times for each day, or clear workdays, as needed, and then click OK. Remember, times are in 24-hour format; to indicate one o’clock in the afternoon, use 13:00.

Figure 103. Specifying work hours for the new profile

Deleting Business Hours ProfilesNote: You cannot delete the default profile, System.To delete one of your custom Business Hours profiles, select it in the left pane and click Delete.

Defining Business HolidaysYou can define sets of Holiday profiles as needed, to use in URI Routing rules. You can have separate holiday profiles for voice calls and chat sessions. Holiday profiles are essentially lists of holidays with call or chat routing rules for those days.Considerations:

• Two default Holiday profiles are included: System (for voice calls) and System.chat (for chat sessions) . You cannot delete either of these profiles.

• You can add other profiles as needed, for both voice calls and chat sessions.

• Each profile can have unique holidays.

• Multiple profiles can be assigned to Caller ID and URI Routing entries.

• You can copy holidays from one profile to another profile of the same media type.For holidays that your organization treats as half-days, you can create separate profiles for business and non-business hours.



Figure 104. The Work Hours > Holidays tab

As with the Business Hours profiles, you must select a profile in the left pane in order to update its holidays in the right pane.Note: Incoming DID calls will not follow the Holiday routing rules, but will instead go to the dialed extensions

directly.

Modifying the Default Holiday Profiles (System or System.chat)To change a holiday in the default profile, System,1. On the Work Hours menu, choose Holidays.2. In the Holiday Profiles list on the left, select System or System.chat.3. To add a new holiday to this profile, click Add Holiday.4. Configure the details for this holiday, and then click OK.

Holiday Field Description

Date The date of this new holiday.

Description A unique description of this new holiday.

Route to WorkgroupRoutes incoming calls/chats to the group that you select.You must select a workgroup of the same media type as this profile.

Route to IVRRoutes incoming calls to the IVR menu that you select. This option does not apply to Chat holiday profiles.

Route to SIP URIRoutes incoming calls/chats to a SIP URI. Either type the user’s address or click the small button to the right to search for the user. Note that you cannot search for a user by SIP URI in a Federated deployment.

Copying Holidays from One Holiday Profile to Another


If staff will be working during this holiday, configure the Work Hours During Holiday options.

To delete a holiday from this profile, select it in the Holiday list and then click Delete Holiday.

Adding New Holiday ProfilesTo add a new profile,1. On the Work Hours tab, choose Holidays.2. Click Add Profile.3. In the Name field, enter a unique name for this new Holiday profile. Note that you cannot change this

profile name later; you can only delete the profile and recreate it with a new name.4. Select a media type for this profile (voice or chat), and then click OK. You now see that profile in the left

pane, along with the default profile.5. To add holidays to this new Holiday profile, you can choose from two options:

• Follow the steps in Modifying the Default Holiday Profiles (System or System.chat) on page 118, except in step 2, select the new profile.

• If appropriate, copy the holidays from another profile (refer to the discussion in Copying Holidays from One Holiday Profile to Another). You must click OK to save the new profile before you can copy holidays into it.

To delete a Holiday profile, select it in the Holiday Profile panel and then click Delete Profile.

Copying Holidays from One Holiday Profile to AnotherIn this release, you can copy a set of holidays from one Holiday profile to another.Note: When you copy holidays from another profile, not only the holiday names and dates will be copied, but

the other configuration details for each holiday will be copied as well. In other words, the settings in the General and the Work Hours During Holiday section for each holiday will also be copied. Because the original routing rules may not be appropriate for the current profile, check the configuration carefully and modify the rules as needed after you copy holidays from another profile.

To copy a set of holidays to a profile:1. On the Work Hours tab, choose Holidays.2. In the Holiday Profiles list, select the profile that you want to update.3. In the Copy holiday from section near the bottom of the tab, open the menu and select the profile that

includes the holidays that you want to copy into this profile. Click Copy. You will see a warning message, informing you that copying these holidays will overwrite any current holidays for this profile.

Route to Voicemail

Routes incoming calls to the Voicemail mailbox of the Skype for Business user that you select. Either type the user’s SIP URI or click the small button to the right to search for the user. Note that you cannot search for a user by SIP URI in a Federated deployment.This option does not apply to Chat holiday profiles.

Holiday Work Hours Field Description

Enable Work hours during holiday Select this box if staff will be working during this holiday.

Route to Workgroup, Route to IVR, Route to SIP URI, Route to Voicemail

See the preceding section for descriptions of these options

Holiday Field Description



Figure 105. The Copy Holidays feature

4. After the holidays are copied into this profile, make sure that you check and adjust the routing rules and other parameters as appropriate.

Creating A Similar Profile for Voice or ChatIf you have defined a profile for voice, and wish to create a similar profile for chat (and vice versa),1. On the Work Hours tab, choose Holiday.2. In the Holiday Profile panel, select the profile that you want to copy to the other media type.3. In the bottom right corner of the tab, click Add Media. Notes:

• The Add Media button will not be offered if there is already a companion media profile for this profile. In other words, if you selected a voice profile named Boston, but there is already a chat profile named Boston.chat, you will not see this button.

• When you use Add Media to add a new profile, holidays will not be copied over. The button just creates an empty profile. Save the new profile, and then use the Copy holidays from feature to copy holidays from another profile.

• Once you create the profile for the other media, the names of those two profiles stay coordinated; in other words, if you rename one of the profile pairs, the other profile is automatically renamed for you.

Updating the Dates of Annual HolidaysTo adjust an annual holiday,1. On the Work Hours tab, choose Holidays.1. Select the appropriate profile in the Holiday Profile panel.2. Select the appropriate holiday from the Holiday list.3. Click the calendar icon beside the date to choose assign a new date. Click OK.

Assigning Holiday Profiles to URI / Caller ID Routing RulesTo assign a specify Holiday profile to a routing rule,1. Choose Admin from the Sidebar and open the URI Routing tab or the Caller ID tab.2. In the list, select the appropriate routing rule.3. In the Attributes section, set the Holiday Profile option to the appropriate Profile. Click OK.


C H A P T E R

12Configuring RedundancyFor full details on deploying a redundant MaxACD system, refer to the MaxACD 7.1 Deployment Guide.A Redundancy license is required to enable the redundancy feature. MaxACD supports redundancy; you can have a primary MaxACD server plus a secondary MaxACD server. Once you have configured the redundancy feature, If the active server fails, the standby server takes over. The change is transparent to direct connected calls.After you configure redundancy, the second server will get the license information from the first server.There are two primary processes involved in configuring redundancy:

• During the deployment of MaxACD, within the installation wizard, choose Redundancy instead of Single Server, and enter the IP address of both servers. You must assign the same System ID number to both systems during installation. For details, refer to the MaxACD 7.1 Deployment Guide.If you did not choose Redundancy during your initial deployment, and want to convert your current sys-tem to a redundant setup, refer to the instructions in the MaxACD Conversion to a Redundant System guide.

• After deployment, within Administrator Portal, you must enable redundancy. You do this on the Redundancy tab of the System menu.

We recommend that you encourage users to use the FQDN to access MaxAgent, MaxSupervisor, MaxInsight, and MaxReports, and that administrators use FQDN to access the MaxACD Administrator portal.

Enabling Redundancy1. On the System menu, choose Redundancy.2. Select the checkbox Enable Redundancy.This tab shows the current state of both servers. It also shows the date and time of the most recent switchover, and the reason for that switchover:

• Automatic – The switchover was automatically performed by the system, in response to a hardware issue

• Manual – An administrator manually switched to the standby server by clicking Manual Switch Over.

Chapter 12: Configuring Redundancy


Manually Switch to the Standby ServerBe aware that all active WG calls and chat sessions will drop after a switchover. Voicemail messages will stop recording, CDRs will be dropped, and daily RTM statistics will be reset.If you need to switch to the standby server,1. On the System menu, choose Redundancy.

Figure 106. The System > Redundancy tab

2. Click Manual Switchover. Note: If the active system needs to be shut down for maintenance, you should manually switch control to the

standby server before you shut down the active server.


C H A P T E R

13Configuring Admin UsersThere are two different types of Administrator users in MaxACD:

• Administrators, who have full rights to configure the system (including all configuration tools found on the System > Server menu).

• Group Supervisors, who have rights to manage only specific workgroup or MaxGroup settings. • Group Supervisors do not have access to system configuration settings. • Group Supervisors cannot add or delete workgroups or MaxGroups.• Group Supervisors can redirect calls and chat sessions, and can change the priority of calls and chat

sessions for workgroup calls, using MaxSupervisor.• Group Supervisors can edit workgroup users' General, Group Membership, and Monitor List tab

options; only those agents who belong to one of the Supervisor's workgroups will appear on the User tabs.

• Group Supervisors can edit MaxGroup user’s Group Membership tab.• Groups can have multiple Supervisors.• Group Supervisors can manage multiple groups.• Each workgroup has its own supervisor control option (enable/disable), independent of other

workgroups. The setting is found on the Workgroup > Queue tab.

Granting Admin Privileges to UsersMaking a user an admin is a task that you perform in the Service Hub.1. Log into the Service Hub.2. Choose the server in the left panel.3. Click the Service Hub Configuration icon.4. Within the Service Hub Configuration panel, click the Users tab.5. Select the user in the Company User list.6. In the Admin Privilege group, check the checkbox for the servers (and any applications) that you want this

user to manage. Click OK.

Chapter 13: Configuring Admin Users


Figure 107. Making a user a MaxServer Admin

Restricting Admins to Group SupervisorsIf you want to limit an admin’s privileges to manage only one or more workgroups or MaxGroups, you can restrict the admin’s privileges within MaxAdmin to a Group Supervisor. To do this, the user must already be an admin for that MaxServer.1. On the Admin menu, choose Admin User. You see the Administrators and Group Supervisor accounts

that have already been configured.2. Click Edit beside the admin user that you want to restrict to a Group Supervisor role.

Figure 108. The Admin > Admin User tab

3. For the Privilege setting, check the option Restrict privileges to Group Supervision and check which groups this user can manage. Click OK.

Figure 109. Restricting an Admin to a Workgroup Supervisor

Also see the related topic Allowing Supervisors to Manage the Queue on page 79.

Changing Administrator Privileges


Changing Administrator PrivilegesTo change the privileges for an Admin user,1. On the Admin menu, choose Admin User. 2. Click Edit beside the name of the user whose account you want to update.3. Change the privilege type or group assignments as needed, and then click OK.

Chapter 13: Configuring Admin Users



A P P E N D I X

ATools and Applications

MaxACD comes with the following tools and applications for testing, diagnosing and configuring your system. They are available from the Windows Start menu: Start > MaxACD 7.1.

Figure 110. The tools found on the Windows Start menu

• A tool to back up and restore data; see Backup and Restore Utility on page 127

• A service utility; see Start & Stop All MaxACD Services on page 130

• A trace collection tool; see Trace Collector on page 131

• A database connection tool; see CWSDB Connection Tool on page 133

Backup and Restore UtilityTo back up or restore data, from the Windows Start menu, choose All Programs > MaxACD 7.1 > Backup and Restore.

Appendix A: Tools and Applications


Figure 111. The Backup and Restore tool

Note: The Backup and Restore tool is not available from a remote MaxAdmin client.

Backup ConfigurationTo configure backups,1. Open the MaxACD Backup and Restore tool.

The first field, CWSDB Server, is read-only. 2. For the Backup Directory field, specify the folder where you want to store backup files. Each day has its

own folder in the location you specify. The default path is \Program Files (x86)\Microsoft SQL Server\MSSQL10.SQLCWSDB1\MSSQL\Backup.Keep in mind that the path you enter here should be a path on the SQL server, which may or may not be the local server.

3. Click OK.Make sure that the account of the SQL Server service has appropriate privileges to access the backup directory that you indicate here. Mapped network drives are not allowed.

Configuring a Weekly Backup ScheduleYou can configure this utility to back up your files on specific days of the week, at a specific time for each day.1. Open the MaxACD Backup and Restore tool.2. For each day of the week (Monday through Sunday) that you want to perform a backup, check that day’s

checkbox.

Click here to perform a backup

Configure weekly backups by checking the appropriate days of the week and setting the time of day that you want each backup to start

Click here to restore from a backup

Backup and Restore Utility


Figure 112. Configuring recurring weekly backups

3. For each of the backup days you selected, use the arrow buttons to set the time of day that you want the backup operation to begin.

4. Click OK.

Performing a One-Time BackupYou can perform a backup outside of the regular weekly backup schedule, as needed.1. Open the MaxACD Backup and Restore tool.2. Click Backup.

Figure 113. Performing a backup

3. Choose from the following options:

• Select Day of week if you want to make a backup to a specific day of the week folder. Then select the day and click OK.

• Select Custom path if you want to save a backup to a different drive or folder. Then navigate to the appropriate drive and folder. The path you enter here should be a path on the SQL server, which may or may not be the local server.

Restoring Backed up FilesNote: To restore files from one system to another (when, for example, switching to a new server due to a

hardware failure), the system that you are restoring data to must have the same machine name as the system from which you performed the backup.

Select which days to perform a backup, and then indicate what time of day to begin the backup process



To restore files from a backup,1. Stop all MaxACD services. Use the MaxACD Service Utility to do this.2. Open the MaxACD Backup and Restore tool.3. Click Restore.

Figure 114. Restore configuration

4. Choose from the following options:

• Select Day of week if you want to restore from a backup file from specific day of the week. Then select the day and click OK.

• Select Custom path if you want to restore from a different backup file than the weekly scheduled backups. Then navigate to the appropriate drive and folder. The path you enter here should be a path on the SQL server, which may or may not be the local server.

Note: The two checkboxes in this panel are used when migrating to a redundant configuration, and are not supported in this release.

5. Click OK to start the restore process. 6. When the process has been completed, use the Service Utility to restart the MaxACD switching services.

Start & Stop All MaxACD ServicesWe recommend that you use the Services Utility to start or stop all MaxACD services. From the Windows Start menu; choose Start > All Programs > MaxACD 7.1 > Service Utility.

Warning!Make sure the version you restore the database files from is compatible with MaxACD 7.1. If incompatible files are restored, the system may fail to restart!

!

Trace Collector


Figure 115. The MaxACD Services Utility

To shut down all MaxACD services, click the Shutdown All MaxACD Services button. Some examples of when you might want to do this are before you upgrade, before running some utilities and tools, and to apply certain configuration changes.To start all MaxACD services, click the Start All MaxACD Services button.Note: If you shut down services through Windows instead of using the MaxACD Services Utility, the Logger

Service may not restart correctly. If this occurs, refer to the MaxACD Deployment Guide for steps to resolve the issue.

Trace CollectorThe Trace Collector is for use by experienced technicians. It collects traces for diagnostic purposes, and lets you upload the results to Altigen Technical Support right from the Trace Collector window. Technicians can run the Trace Collector tool from the Windows Start MaxACD 7.1 > Tools menu, and also from the MaxACD Diag menu. Log in with the super technician password "jazzy" and use the current password when logging into MaxACD Admin. This enables the diagnostic menu options.The Trace Collector first examines the running status of MaxACD, and then checks whether each trace status is on or off. If a trace status is turned off, the MaxACD system will not produce those traces. A message appears if MaxACD is not running or an important trace status is off.



Figure 116. The Trace Collector tool

Following are descriptions of the fields in the Trace Collector.Case Number – Enter the Altigen case number associated with this trace collection activity. The case number will comprise the first part of the file name of the collected trace package.Problem Description – Enter a description of the problem, including the extension number involved, the time when the problem happened, how to reproduce the problem, and so on.Time Range – The tool collects the trace between the time ranges. The time range covers before and after the defined Date and Time. The default Date and Time is one hour before the current date and time, and the default variation is 60 minutes.Trace Category

• Main MaxACD Trace (\AltiServ\log) – Collects the MaxACD trace files, and extracts the trace records that fall in the specified time range.

• System Configuration Data – Collects system configuration data, including System, Extension, Trunk, AA configurations, and Read OE files.

• Service Provider Log Dump – Runs SPDump.exe to dump the SP log into files, then collects the trace.

• AltiConnect Trace Dump – Runs acdump.exe to dump the AltiConnect Trace, and then collects the trace. If Trace Collector is running on the stand-alone gateway machine, this option is hidden.

• Windows Event log – Extracts the system and application event log from the Windows system. Start Collecting – Begins the trace collection, according to the time range and trace categories you chose. All collected files will be zipped to a single file, which will be listed in the Collected Trace Packages list box. The progress bar will display the progress of the whole process.

CWSDB Connection Tool


Storage Folder – The collected trace package is saved in this folder. The format of the file name is CaseNumber_Year_Month_Day_Hour_Minute_Second _ComputerName.zip. Free Space – Displays the free space of the drive where the storage folder is located. The folder must be in a local drive.Change Storage Folder – Opens a browser window, where you can select a different storage folder. After the change, Storage Folder, Free Space, and the package list are refreshed to reflect the status of the new storage folder.Explore Storage Folder – Opens the storage folder in a new window.Upload Package to FTP – Opens an FTP configuration dialog box. After you complete the required configuration, Trace Collector uploads the selected package to the Altigen Tech Support FTP site.

CWSDB Connection ToolMaxACD includes a service configuration tool, which you can use to configure (or reconfigure) connection information between MaxACD components. After you make configuration changes with this tool, other components such as the CWS server (MaxAdmin) and the MaxACD server will reload the configuration.To use this utility, from the Windows Start menu, choose MaxACD 7.1 > Tools > CWSDB Connection Tool.

Figure 117. The CWSDB Connection tool

• CWSDB Server – The IP address of the CWSDB server.

• Database Instance – The address of the MaxACD server. This entry can be either the IP address of the server or an FQDN of up to 128 characters in length.

• Port – The TCP port for the ODBC connection; this entry must be a an integer from 0 - 65535.

• Database Name – The CWSDB database name.

• User ID – The ODBC connection login user ID; this entry can be up to 128 characters.

• Password – The password (up to 32 characters) of the ODBC connection login user.

• Timeout – The ODBC connection timeout, in seconds; this entry must be an integer from 1 to 255. The default value is 10 seconds.

Do not open more than one instance of the Service Configuration tool at a time.


BNetwork Ports

If MaxACD is behind a firewall/NAT router, open ports according to the following table.

To connect the following applications through a firewall TCP UDP

MaxAgent VM service for MaxAgent

10025

10026

10028

MaxSupervisor

10025

10027

10028

10029

10050

Client Applications Auto Update 10050

VRManager

(VRManager may not work behind NAT)10040

MaxACD connects the following application through a firewall TCP UDP

External CDR Logger Service 10027

Altigen Direct Call CDR Service 10073

Appendix B: Network Ports



A P P E N D I X

CTechnical Support

This section describes Altigen technical support policy and procedures.Knowledge Base: Altigen's knowledge base is available online at https://know.altigen.com. Another online resource is the MaxACD site, http://maxacd.com/.End user customers, please contact your Authorized Altigen Dealer for technical support. Authorized Altigen Partners and distributors and Direct Customers on a Direct Support Plan may contact Altigen technical support by the following methods.

• Request technical support on Altigen's Partner web site, at https://mspartner.altigen.com. Open a case on this site; a Technical Support representative will respond within one business day (Tier 1 Direct Customers must call to open a case).

• Call 888-ALTIGEN, choose option 5 from the IVR, or 408-597-9000, option 5 from IVR, and follow the prompts. Your call will be answered by one of Altigen's Technical Support Representatives or routed to the Technical Support Message Center if outside of normal business hours and no one is available to answer your call.

Technical support hours are 5:00 a.m. to 5:00 p.m., PST, Monday through Friday, except holidays. If all representatives are busy, your call will be returned in the order it was received, within four hours under normal circumstances. Outside Altigen business hours, only urgent calls will be returned on the same day (within one hour). Non-urgent calls will be returned on the next business day.Please be ready to supply the following required information when calling in for Support:

• Partner ID

• Altigen Certified Engineer Tech ID

• Serial numbers for any applicable hardware (chassis, boards, and so on)

• Number and types of boards in the system, if applicable

• MaxACD version number

• Server model

• The telephone number where you can be reachedBe prepared to answer the following questions:

• Is this a virtual or a standalone server installation?

• If this is a virtual installation, it is installed in VMware environment or Hyper-V? What is the version number of the virtual server?

• How much memory and how many CPU's are reserved for MaxACD Server use? Memory and CPU cores should always be dedicated and reserved for MaxACD Server use exclusively.

Appendix C: Technical Support


• Are SSD drives installed? If not, be prepared to describe what NAS devices are installed and whether they are shared or dedicated to the MaxACD server.


Index

Aaccount codes

configuring 19enabling per user 32user options 32

agent logout reason codes 20agent personal announcement 37allow pick-up call from queue 36assigning to users

caller IDs 32client licenses 11, 31

Bbackups 127

restoring files from 129scheduling weekly 128

block account code display 32business hours 115

setup 116

Ccall forwarding 49, 68call recording

configuring 21file names 21

call routing, See routing calls.call SKLR setting 100caller IDs 32changing the Admin password 13client licenses 11, 31collecting digits, in IVR 101collecting traces 131CSWDB Connection tool 133

DDial-by-Extension 109, 112, 114Dial-by-Name 109, 112, 114directories 107

assigning to IVRs 113creating 107Dial-by-Extension 109Dial-by-Name 109importing users into Directo-

ries 109

FFederated deployments 33, 112firewall, opening ports 135

Hholiday profiles 117holidays 115, 117

updating annual dates 120work hours 119

Iimporting 34importing users 34importing users into Directories

109IVR

actions 100collecting digits 101configuring 95expanding 97making assignments 102menus 99multi-lingual support 102professionally recorded phras-

es 104prompts 103setting call SKLR 100

Llanguages

for URI routing 92IVR multi-lingual support 103rules MaxACD follows 87uninstalling 87uploading new 87

licensesassigning to users 11, 31available for MaxACD 8registering 13viewing total and in-use 11

logging in 9logging out 11logout reason codes 20

Mmain phone number, entering 16MaxACD Admin

changing the password 13logging in 9

MaxACD servicesstop & start 130

MaxGroups 49call handling 45configuration 41configuring voicemail 43group supervisors 52members 44queue phrases 51

maximum retry count 17Menu bar 10

monitoring privileges 38multilingual system. See languag-

es.music on hold 104

Nnetwork ports used by MaxACD

135

Oon-hold music 104

Ppasswords, changing 13phrases

style sheets for 106uploading 104

ports, network 135prompts

in other languages 85multilingual 86multiple languages, storing 86

Qqueue announcement 77queue management

for workgroups 75queue phrases 76

Rrecording

file names 21See also call recording

recording optionsfor workgroups 80

redundancyarchitecture 121configuring 121

registering licenses 13restoring files from backups 129retry interval 17routing calls

by caller ID 93by URI 89

Sscheduling backups 128search feature 13Service Hub 9, 13services

MaxACD, stop & start 130Skype presence mapping 25SNMP

configuring 22


list of traps 24trap OID numbers 24

starting MaxACD services 130stopping MaxACD services 130style sheets for phrases 106system requirements 7system work days configuration

116

TTCP ports 135technical support 137text tag, collecting digits 102tools

backup and restore tool 127CWSDB Connection tool 133diagnostic tools 127start and stop MaxACD servic-

es tool 130trace collector tool 131

traces, collecting 131

UUDP ports 135uploading phrases 104users 34

adding to MaxACD 32adding to workgroups 35allowing wrap-up time 36assigning client licenses 11, 31federated 33forcing account code entry 32monitor privileges 38

Vvoice policy 17

Wwork days, setting up 116workgroups

adding members 35business hours 64configuration 55handling calls 73non-workday scheduling 65queue management 75recording options 80

wrap-up time 36

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