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.   
You can customize the specific queue conditions under which a caller is offered the callback option. For example, 
you can specify that only calls with an anticipated wait time of longer than 25 minutes should be offered the   
						

							 
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 Caller’s Perspective 
Once you enable and configure the Callback options, callers who reach the threshold for receiving a return call 
hear various prompts. For example: 
“All of our representatives are busy. Rather than remain on hold, you can press 3 to receive a 
return call. 
The wait time for your return call will be approximately  minutes. Press 1 to set up a return 
call. Press 2 to remain on hold. 
Please say your name. When you have finished speaking, press the # key. 
Your name was recorded as . To re-record, press 1, or to continue, press the # 
key. 
You will be called at .  Press 1 to confirm this number, or press 2 to 
be called at a different phone number. 
Please enter the 10-digit phone number. When you have finished, press the # key. 
You will be called at  in approximately  minutes. Thank you. Goodbye.” 
Callers who receive a return call hear various phrases and prompts before they are connected. Following is an ex-
ample of a successful return call: 
“Hello, this is a call back from . We are returning a call from . If 
we have reached , please press 1.  To decline this call, press 3. 
One moment while we connect you with a representative.” 
An unsuccessful call back can be the result of a timeout or a declined call. Following is an example of 
a call that timed out, with no response from the other party: 
“Hello, this is a return call that was requested by . If this is you, please press 1.  
To decline this call, press 3. 
We are sorry that we are unable to reach . We will try again later. Goodbye.” 
Processing Logic 
When Callback from Queue is enabled and configured, callers will be offered the option of a return call if the call 
meets all of the following conditions: 
 The call is in a workgroup queue and it is not a callback call. 
 The workgroup is using Advanced Queue Management and has the Callback feature enabled and config-
ured. 
 The estimated callback time is within the business hours boundary that you have configured for the target 
workgroup (from page 26). 
 Either or both of the following conditions must be met:   
						

							 
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 available agent number (not in DND, ready and not in error) = 0, EWT = 2. 
 total talk time = incalls talk time + outcalls talk time 
 EWT = ((total talk time * 1.05)/ (total calls *available agent number) * in queue position + 59)/60 
 if EWT > 240, EWT = 240. 
Callback Licenses 
In order to implement the Callback feature, you must have sufficient Callback licenses. 
 AltiGen offers both Callback Seat licenses and Callback Session licenses. 
 If you have purchased both Callback seat licenses and Callback session licenses, when an agent logs in, the 
seat license will be used if one has been assigned to that user. If no seat license has been assigned to that 
user, then one session license will be used. 
 In order to log into a workgroup that has been set as a Callback target workgroup, the agent must either 
have a seat license or must be using an available session license. If no session licenses are available, then 
the agent will not be able to log into that workgroup and will see an error message. 
 One seat license can apply to multiple workgroups that are enabled for the Callback feature. In other 
words, if a user belongs to two workgroups that are Callback enabled, the user only needs a single 
Callback license. The user does not need one for each workgroup. 
Step 1: Assign Licenses and Record Phrases 
This feature is a workgroup Advanced Queue Management enhancement. 
1. Acquire the appropriate number of seat and/or session licenses, and assign any seat licenses to the ap-
propriate agents. 
2. Record the Callback Announcement and the Callback Phrase. Update any other phrases as needed. Refer 
to the Workgroups chapter of the MaxCS Administration Manual, for a list of the Callback phrases that are 
provided with MaxCS, and instructions on how to manage phrases. 
Step 2: Configure the Workgroups that will handle the Callback Calls 
First, perform these steps on the workgroup that will be handling the return (callback) calls. Keep in mind that the 
workgroup offering the callback option and the workgroup that will handle the return calls must be on the same 
server. 
1. Select Call Center > Workgroup Configuration.  
2. Select which workgroup will handle callback calls. 
3. On the Call Handling tab, select the option Enable Callback Call Handling. Configure the parameters for 
the return calls.    
						

							 
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 number of seconds that the callback call should ring before drop-
ping the call. 
Callback Phrase 
The phrase that will be played at the beginning of the return call, to 
identify the organization that is calling. A default, generic phrase is 
provided for you; if you like, you can record a custom phrase that in-
cludes your company name. 
Following is an example of this phrase: “Hello, this is a return call that 
was requested by . If this is , please press 
1. To decline this call, press 3.” 
Trunk Access Code The trunk access code, including the outcall routing access code, 
which will be used when placing the return call. 
Transmitted CID 
The Caller ID that will be provided when placing the return call.  
This phone number is also logged in the Target Number field of the 
callback attempt CDR records. 
 
4. We recommend that you set the Callback Workgroup to a higher priority if that workgroup’s agents also 
handle other workgroups at the same time.  To do this, on the Call Handling tab, and increase the value of 
the Inter Workgroup Call Distribution parameter. 
 
Figure 15:  Inter-Workgroup Call Distribution options 
Step 3: Configure the Workgroups that will Offer the Callback Option 
Next, perform these steps for the workgroups that will be offering the Callback option.   
						

							 
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 Time, or both. 
 
Figure 17: The Callback options in the Advanced Queue Management tab 
6. Select the phrase for the Callback Phrase entry. This phrase will be played after each queue update phrase 
for those calls that meet the callback criteria.   
						

							 
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 at least one of the two options.  
If you check both options, then both conditions must be met for the caller 
to be offered the callback choice:  
 Queue position greater than xx – Calls that have a queue position 
higher than the value you specify will be offered the callback option. 
Enter a value between 1 and 1,000. The default value is 10. 
 Expected Wait Time longer than xx minutes – Calls with an expected 
wait time that is greater than the value you specify will be offered 
the callback option. 
Enter a value between 1 and 1,000. The default value is 20 minutes. 
Target Workgroup 
Specify the workgroup that will be handling the return calls (you desig-
nated a workgroup as a target workgroup on page 23).  
You can select any workgroup that has the Callback feature enabled; we 
recommend that you allocate a single workgroup to handle all callback 
calls, to simplify reporting of incoming and Callback calls. 
Offer callback option only 
when the callback time is at 
least xx minutes before the 
end of the Target Workgroup’s 
business hours. 
If this option is enabled, then the callback option will not be offered to 
callers if the return call would be within xxx minutes of the Target 
Workgroup’s end of business hours.   
For example, suppose that you set this value to 20 minutes. If the return 
call is calculated to be placed at 4:45pm, and the Target Workgroup’s 
business day ends at 5:00pm, then the caller will not be offered the   
						

							 
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 will be handling the return 
calls). 
2. In the Call Restriction section of the Workgroup Configuration, General tab, select Block Callback Num-
bers by Area Code, and then click Blocked List. (This option may not be available unless you have enabled 
that workgroup for callback handling.) 
 
Figure 20: The block option for callbacks 
Most North American dial plan long distance area codes are prepopulated. Be sure to check the validity 
and completeness of this list, as new area codes are added periodically. 
3. Click Add and enter the area code that you wish to block. Click OK. To remove an area code from the 
blocked list, select it and click Remove. Note that there is a default list of blocked area codes. The list in-
cludes the area codes for international calls.   
						

							 
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 will repeat, so that the person hears them. 
 In a scenario such as an internal IT help desk, employees will be calling in, and requesting return calls, 
from their extensions. If these employees are calling in from other systems, then Enterprise Manager 
must be set up and employee extensions must be global extensions on the system offering the return call. 
 If the MaxCS server reboots after a return call is scheduled, the return call will not be placed. 
 The workgroup offering the callback option and the workgroup that will handle the return calls must be 
on the same server. 
 If a return call is requested by an extension on the same MaxCS system and that extension is a virtual ex-
tension, then the callback request will be deleted and no call attempts will be made. 
 When a return call is placed and the party accepts the call, the party cannot request a second callback op-
tion. 
 If an extension with Multiple Call Waiting enabled is connected to call while waiting on callback, the ex-
tension will not receive the return call until the extension is in Idle state. 
 It is the responsibility of the workgroup supervisor/administrator to make sure that the callback 
workgroup has enough agents available to serve the call at the callback time. If no agents are available, 
then the return call could potentially go directly to the workgroup’s voicemail (depending upon the 
workgroup’s call handling settings). 
 If your system has many extensions, there may be a slight delay while opening the Advanced Queue Man-
agement panel. 
 When you enable callback, the Busy Call Handling, No Answer Call Handling, Forward all calls, and Group 
RNA Handling options will be disabled. Busy call handling option is set to Queue. The other options are set   
						

							 
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 trunks.  For SIP-Tie trunks, the extension must be a 
global extension or extension forwarding must be setup correctly. For PSTN numbers over SIP-Tie trunks, 
outcall routing must be set up correctly. The PSTN callback call will follow outcall routing rules, and it may 
not use a SIP-Tie Trunk for callback calls. 
Callback Data in CDRs 
Callback data has been added to CDRs. 
1. Call in WG1 then callback from WG2 
 WG1 
o Counted as 1 in the field “Callback requests” under Overflow Calls 
o Counted as an “Inbound call” and “Queued calls”  
 WG2 
o Callback calls that are re-connected with the correct caller are counted as an “Inbound call” 
o Connected callback calls that re-entered the queue then were abandoned, redirected or over-
flowed are counted as 1 WG “Abandoned/Redirect/Overflow calls” respectively 
o Callback calls that failed when all attempts failed due to RNA, busy, reject, or error are counted 
as 1 “Callback Failed”  
2. Number of workgroup outbound calls – does not count callback calls 
3. Real time calls in queue – does not include in-progress callback calls 
4. Call queue time definition; callback into a different WG 
A. Original WG inbound call – Queue time before hanging up 
B. Callback WG - Queue time after the call re-enters a queue 
5. Call wait time definition – Queue time + Ring time (callback time is excluded) 
6. Workgroup queue time definition – Use Call Queue time for workgroup queue time calculation 
7. Workgroup service level – Includes inbound call wait time in the calculation 
8. Each callback attempt should log a CDR record 
9. Each callback re-connected queue call should have one WG CDR record 
10. In each callback call’s CDR record, Caller is the customer and Target is the workgroup TX caller id. If no TX 
caller id, it shows the main number. 
11. CDR database changes 
 Main Table changes: 
o No workgroup number if the callback attempt failed 
o Callback SessionID – The same as the Callback SessionID in the callback table   
						

							 
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 Request call CDR Session ID) 
o Callback Attempt ID – attempt only 
o Callback Exit Status – Success/ Denial/No Answer/Busy/Error – attempt only 
Callback Data in MaxAgent 
The Callback from Queue feature adds additional data to the various displays in MaxAgent. 
When the callback call comes into the new workgroup, if it enters the workgroup queue the Type will display as 
Callback.  
MaxAgent - WG Queue 
Three new columns have been added to the WG Queue list: 
o Original Caller ID – The original call’s caller ID. 
o Original Caller Name – The original caller’s name  
o Original Group – The original workgroup where customer chose the callback option. 
By default, these columns are hidden. Agents can display them display them by right clicking the column heading. 
For callback calls, the data for each column is either from the original call or from the current call: 
o Queue Time – Current call 
o Pri Queue Time –Current call 
o Caller ID – Current call 
o Caller Name – Current call 
o DNIS – Original call 
o Priority – Carry forward from the Original call 
and then escalate / de-escalate based upon the 
target workgroup’s rules 
o SKLR -- Carry forward from the original call and 
then escalate/de-escalate based upon the tar-
get workgroup’s rules