AltiGen comm MAXCS 80 New Features Guide

 
MaxCS 8.0 New Features Guide  Page 21 of 46 
 
Figure 12:  Trunk View, showing the Group names 
Trunk Configuration Enhancements 
The Trunk Configuration dialog box now shows the SIP trunk’s Group information in the Type column. 
 
Figure 13:  The Trunk Configuration panel, showing the Group name 
Callback from Queue 
This feature was added in MaxCS Release 8.0. 
A new feature enables organizations to offer callers the option of receiving a return call instead of waiting on hold 
in a call queue....

 
MaxCS 8.0 New Features Guide  Page 22 of 46 
callback option. You could also specify that only calls that have at least 9 calls ahead of them should be offered the 
callback option. 
You can also indicate a daily cutoff time for callbacks, so that returned calls can be completed before that 
workgroup’s business day ends. 
For return calls, you can specify how many attempted calls to place, how long to wait between those attempted 
return calls, and a caller ID to transmit with the returned calls. 
The...

 
MaxCS 8.0 New Features Guide  Page 23 of 46 
o The call’s expected wait time is longer than the value that you have set for the Expected Wait 
Time is longer than xx minutes option. 
o The call’s position in the queue is greater than the value you have set for the Queue position is 
greater than xx option. 
Here is an overview of how Expected Wait-time (EWT) is calculated, to help you understand the Callback feature: 
 if total calls (incalls + outcalls) < 10, EWT (expected wait time) = 2. 
 if...

 
MaxCS 8.0 New Features Guide  Page 24 of 46 
 
 
Figure 14: The Callback parameters for the responding Workgroup 
Workgroup Parameter Description 
Maximum Attempts 
The number of times the system will attempt another call if the initial 
return call fails, including the initial callback. 
Enter a number between 1 and 10; the default value is 3. 
Retry Interval The interval between two return call attempts. 
Enter a number between 1 and 10; the default interval is 5 minutes. 
Maximum Ring Time The...

 
MaxCS 8.0 New Features Guide  Page 25 of 46 
1. Select Call Center > Workgroup Configuration. 
2. Switch to the Queue Management tab.   
3. Select the workgroup that will be offering the callback option.  
4. In the Queue Control group, select Advanced and click Setup.  Note: If your system has numerous exten-
sions, there may be a slight delay while opening the Advanced Queue Management panel. 
 
Figure 16: The Queue Control options 
5. On the Announcement tab, select Queue position, Expected Wait...

 
MaxCS 8.0 New Features Guide  Page 26 of 46 
7. On the Menu Selection tab, add the action “Callback from Queue” to whichever key you have told callers 
to press.  Note: If you do not specify an Action here, the Callback feature will not be enabled. 
 
Figure 18:  The Callback from Queue action on the Menu Selection tab 
8.  On the Callback from Queue tab, specify the following parameters: 
Callback from Queue  
Parameter Description 
Enable Callback from Queue 
when 
To enable callback, you must choose...

 
MaxCS 8.0 New Features Guide  Page 27 of 46 
Callback from Queue  
Parameter Description 
callback option.  This is because you have specified a minimum 20-minute 
buffer, but the return call would be placed 15 minutes before the end of 
the workday. 
 
 
Figure 19:  The parameters on the Callback from Queue tab 
Blocking Area Codes from Callback 
You can create a list of area codes that you want to block from return calls. 
1. Select the workgroup that is offering the Callback option (not the one that...

 
MaxCS 8.0 New Features Guide  Page 28 of 46 
 
Figure 21: The Blocked Area Code list 
Operational Notes 
 Return calls to US Domestic and toll-free numbers are allowed  
 Return calls to International and 900 numbers are not supported 
 Return calls must be directed to a different workgroup that has been enabled to handle Callback calls. You 
cannot direct calls to the same workgroup. 
 In some cases, the announcements may begin playing before the party answers the return call. The an-
nouncements...

 
MaxCS 8.0 New Features Guide  Page 29 of 46 
to the Workgroup VM.  The Queue management Overflow Forwarding and Quit Queue options can only 
set the target to workgroup VM. The Queue management page’s queue control can only be set to Basic. 
 If a callback call is directed to a virtual extension in the same MAXCS system, and the user logs out and 
back in again, then the callback request will be deleted – no further callback attempts will be made. 
 The Callback feature is not supported over SIP-Tie...

 
MaxCS 8.0 New Features Guide  Page 30 of 46 
o Callback Type – Request/Attempt 
 New Callback Table: 
o Callback Attempt CDR SessionID – This is the link to the main CDR 
o Type – Request/Attempt 
o Start Date 
o Start Time 
o Original Caller Id – Attempt only 
o Original Caller Name – Attempt only 
o Callback Number – Request only 
o Position In Queue when leaving the queue – Request only 
o Callback Time – Request only 
o Callback Request WG 
o Callback Target WG 
o Callback Session ID (same as the...