In the Plans screen, you can setup and modify plans for different areas of the system. Most plans are added at List Level on the Plans tab enabling you to assign different rules for data.
Page settings
These options will affect the plan type selected;
 | Create a new plan |
 | Makes an exact copy of the selected plan. |
These options will affect the page view and changes to the page;
| Filter | Filter All/Inactive/Active Plans |
 | Save any changes |
TABLE OF CONTENTS
- Settings options
- Agent capacity- This plan allows you to set capacity limits on interactions.
- Answer Machine Detection– Here, you can set up different plans for detecting answer machines.
- Calling Parameters– Setting calling parameters/rules when dialling campaigns.
- Calling Time– Here the user can set the calling time parameters to suit the region they are dialling in.
- Custom Data Fetching– Here the user can set the calling time parameters to suit the region they are dialling in.
- Do Not Call Plans– You can set DNC plans for different campaigns, products, services, areas etc.
- Inbound Call Mapping– Here you can set what happens when receiving inbound calls.
- IVR Plan – You can set different IVR options depending on the type of encounter.
- Password Policy– You can set password policies for every user role accessing the system.
- Result Code– Here you can create Result Code Plans to be used in scripting.
- Schedules– Here you can create schedules that can be assigned to campaigns, channels and lists.
- SFTP Uploads– Here you can configure any SFTP uploads you want to control.
- System Recalls – You can select timings for recalling leads system outcomes.
- User Plans – Allows you to configure specific settings for Users around Capacity, Dynamic Nailup & Skills.
- Assigning User Plans to Users
Agent capacity
The agent capacity plans are designed to allow you to limit certain agents to capacity levels different to those set on your interaction channels, thus reducing the maximum number of interactions which they can handle at any one time.
Name. Add a plan name.
Active. keep the active tick box ticked if you want to use the plan (unticked will keep it inactive and hidden but will not delete it).
Capacity. Enter a capacity you want to assign to the plan.
Answer Machine Detection
The Answer Machine Detection plans would be assigned to a list and determines whether the list is going to use AMD while dialling home/work/mobile numbers or a combination of the three.
Answer Machine Plan Settings – Here, you can set a name for the plan and you can make the plan active/inactive.
Answer Machine Detection Status – Here you can select the phone number types that you wish to perform answer machine detection on for the plan selected (home, work or mobile).
Once you have created a plan with the combination of phones you wish to perform AMD on, you need to save it then apply the plan to your List via the Lists page.
Calling Parameters
This area allows you to set calling Parameters for dialling on campaigns.
Name – You can set a name for the plan here.
Active – You can select the plan to be active or inactive.
Prefix – The prefix set is added to all outbound calls made over a campaign (Preset by MaxContact and should not be altered).
No Answer Time (Secs) – On an automated outbound call, this is how long the system will ring for before hanging up and moving on (this will be dispositioned as 'No Answer').
Ans Mach Wait Time (Secs) – The amount of time the system waits for an initial response to determine its type (answer machine or not).
CPA (Call Progress Analysis) Wait Time (Secs) – AMD uses CPA to determine if an answer machine has been reached, if it can't work it out it will direct the call to an agent after the specified time.
Drop Call Wait Time (Secs) – If there are no agents available, this is the amount of time before the call will be dropped. Ofcom state this should be no longer than 2 seconds and you must play a compliant Drop Call Message such as;
“Hello, you were called today by [COMPANY NAME] with regards to [REASON FOR CALL – NO MARKETING CONTENT]. If you no longer wish to be contacted by us, please call us on *FREEPHONE OR LOCAL RATE NUMBER* to have your details removed from our system.”
Agent Min Ring Time - For minimum ring time on manual dial, preview and callback calls. This has been added to stop agents closing manual dial, preview and callback calls off early to comply with OFCOM's 15 second minimum ring time rule.
Min Ring Time (Secs) – How long the minimum ring time is set for.
Preview Calls Timeout – Selecting this option will add the function of a timeout for agents when placing preview calls.
Preview Timeout (Secs) – How long the agent has to place a preview call before the dialler automatically places the call.
Wrap Timeout - Allows you to set a specific amount of time for your agents to wrap/disposition calls. If they reach the timeout, the system will automatically disposition the call. Please note, the time starts from the moment the call is disconnected. If theres any lagbetween the call ending and the agent seeing it on screen, this will result in the agent not getting the full amount of time as the lag time will be included.
Wrap Timeout (Secs) - How long the agent has to disposition the call.
Wrap Timeout Result Code - The result code the system will use if the agent doesn't disposition before the time runs out.
No Agents Disconnect – If all agents become unavailable, 'no answer time' (mentioned above) is decreased to this time setting. A 'yanked' result code will be issued to all current calls surpassing the min ring time set for the No Agents Disconnect setting and any calls currently in a ringing state will be hung up by the system.
Min Ring Time Yank (Secs) – You can set the time here. Ofcom state it should be no shorter than 15 seconds.
Calling Time
Some clients dial different parts of the world and may wish to target work/home or mobile numbers. Obviously these types of target phones will only be answered at certain points of the day so different calling time plans are needed to differentiate between them.
Name – Here you need to enter a name for the plan. This needs to be understood by anyone so something obvious such as 'UK Home' or 'UK Mobile' would be good!
Active – You can set whether the plan is active or not.
Time Spans – These need to be set up in ADMIN > MANAGEMENT > CALLING TIMES first. Here, you can select from the time spans set up on the system by checking the required boxes next to the spans. Clicking the 
icon will take you to that particular time span to allow it to be edited.
Custom Data Fetching
For information on custom data fetching, please see the following guide here.
Do Not Call Plans
This is where you create a DNC plan to check against DNC categories when manually dialling out.
Do Not Call Plan Settings
Name – You can enter a name for the plan here.
Active – You can select the plan to be active/inactive here.
Active DNC Categories Selection
The following are the default DNC categories;
IVR – These are the numbers that have been added to the DNC list via an IVR.
Imported – This contains all numbers imported manually, onto the DNC list.
Requested – These are the numbers on the DNC list that have been added by request from the customer.
Create New Category – You can create your own DNC categories by clicking this button. This will open a dialog box where you can enter a name for the category.
Inbound Call Mapping
This is a legacy feature of adding inbound numbers, now replaced by Inbound Numbers.
IVR Plan
This plan allows you to set different IVR options depending on the type of encounter.
Name – You can enter a name for the plan here.
Active – You can make the plan active/inactive.
Refresh IVRs – Clicking here will refresh the list of IVRs you can select for each of the below areas. As other people may be using the system at the same time, creating IVRs for example, its wise to click the refresh button before selecting IVRs for the tasks.
Person – When a person answers the call, you can set an IVR route to take here.
Answer Machine – When the dialler detects an answer machine, you can set the IVR option here to play a prerecorded message on the customers voicemail.
Call on hold music – Here, you can set an IVR with music and/or a message when the customer is put on hold.
Dropped Called – Here you can set a drop message IVR on the outbound line (Ofcom requirement).
User Transfers – When an agent transfers a customer on the system, MaxContact will play what is selected here. This could be hold music or a message preset on an IVR.
After Call Hangup – Here, you could set a message for a situation where, once the agent has finished on the call, a message is played. This could be a terms and conditions or a thank you message.
Password Policy
The password policies feature allows system admins and managers to set up configurable password plans that can be associated to user permission groups. This allows password policies to be restrictive for permission groups based on the sensitivity of the permissions associated with that group.
Users associated with multiple permission groups with different password policy plans assigned, will always use the more restrictive setting. For example, if a user is associated with three different password policies of differing Min-Numeric setting, the highest value is used.
If the Password Policy option is available to the user, they can create and edit plans. If the option is not available to them, they must be in a permission group with a role of manager or sysadmin (other).
Clicking on the ‘Password Policy’ displays a list of current policies on the system (As policies can be set to Active/Inactive it’s important to note the drop-down filter here).
Multiple password policies can be set up within the Plan type.
Name - You can enter a name for the plan here.
Active - You can select whether the plan is active or inactive here (You can only set the plan to inactive once its been created).
Min Length - Passwords must be at least this length (In the case of multiple plans, the highest value is used).
Max Length - Passwords must not exceed this length (In the case of multiple plans, the highest value is used).
Min Alpha - Passwords must contain at least this many alpha (a-z) characters (In the case of multiple plans, the highest value is used).
Min Numeric - Passwords must contain at least this many numeric digits (In the case of multiple plans, the highest value is used).
Min Special Characters - Passwords must contain at least this many special characters (Accepted: ! @ # $ % ^ & * ( ) \ - _ [ ] ?). In the case of multiple plans, the highest value is used.
Auto Expire (Days) - The number of days since the last change that a user password will expire. When a password expires, the next logon attempt by the user will prompt a password change. The user will not be able to logon until the password is changed. The password must be unique (within the last 10 changes). In the case of multiple plans, the lowest value is used.
Maximum Retries - The number of failed logon attempts before the account becomes locked. In the case of multiple plans, the lowest value is used.
Lockout Times (seconds) - The amount of time (in seconds) that an account becomes locked if the Maximum Retries setting has been reached with invalid logon attempts. Setting this value to 0, locks the account until a supervisor or manager unlocks it within the CTU page. Otherwise the account will automatically unlock after the specified time. In the case of multiple plans, the highest value is used.
Supervisor Lockout Release - When an account becomes locked, regardless of lockout time, supervisor intervention is required to unlock the account (In the case of multiple plans, if any plan has this setting checked, then supervisor unlock is required).
Allow Password Change - When this option is set, the user can change their password within the Manager Portal application. Click on the username/icon widget in the top right corner and select Change Password (In the case of multiple plans, if any plan has this setting checked, then the user can change their password). Unchecking this stops users changing their password.
Single Use (Require Change) - When this option is set, the user is required to change their password immediately before they can login. This setting is useful for policies requiring supervisor unlocks, as the supervisor can set a temporary password and require the user to change it (This option should be used when adding new users to the system as it forces the user to change the password on first login).
Once all these settings have been configured, you need to press the save button to save the plan to the system.
Result Code
This page has been superseded by the results code page of the product.
Schedules
The schedules page allows you to create schedules to apply to campaigns, lists and channels. They define the running times for these areas.
If you don't apply schedules, campaigns, lists and channels can be used at any time and will be available constantly.
When applied however,
Campaigns - The time blocks determine what time to start dialling from the campaign and when to stop (when users are logged in).
Lists - Schedules here control when to dial from the list (can be combined with campaign schedules however, campaign schedules take precedent over list schedules). E.g. a list containing home phone numbers could be scheduled to only be called in afternoons when customers are more likely to be home.
Channels - Schedules again, control when channels are 'open' or not.
SFTP Uploads
This section, if being used, will usually be setup with you during the onboarding process. If you need to add/change anything here, please contact the support team and they can arrange for a technical member of the team to assist you. From v4.1.2 you can also use this functionality for importing data (see is import option)
Name. Here you can enter a plan name.
Active. A tick means this can be used, unticking this will hide it from the page but will not permanently delete it.
Sub directories. Ticking this will inform the system there are sub directories within the main directory.
SFTP server. This is the server name used for your SFTP uploads/imports.
SFTP username. The username used to access the SFTP server needs to go in here. This is NOT MaxContact login details.
SFTP password. The password for the above user needs to go here. This is NOT MaxContact login details.
SFTP port. The port being used (typically port 22)
SFTP path. This is the target directory relating to the SFTP, multiple directory levels can be included seperated by '/' and will be created if it does not exist.
Use 2FA. Use 2 factor authentication. Ticking this will give you the following 'key' option;
Key. The RSA key that will be used.
Is import. This will point the SFTP at a folder to pick up new files to import to the system. Once a file is imported, providing an archive path (below) is added, it will be moved so it cannot be imported again in error. Ticking this will then give you the following 3 fields to complete;
Directory path. The location to be scanned for files to be imported.
Archive path. The location where imported files will be moved to upon import.
Mapping name. Name of the API import mapping, as defined under DATA > DATA HANDLING > IMPORT API MAPPING, to be used for the import process.
System Recalls
You can select timings for recalling lead phones here, dependent on the status of the calls only when the system detects it and not when put through to an agent.
Name – You can add a name for the plan here.
Active – You can make a plan active/not active here.
Max Attempts Per Lead – Here, you can set the maximum number of times a lead can be called before its no longer attempted. For example, if you set this to 10, once the lead has been called 10 times, it will no longer be included in automated dialling.
Note - This figure will override any set on individual statuses if set at a lower number. e.g. Max Attempts per lead set to 3 but all status set to 20. The system will only call 3 times.
Max Attempts Per Phone – Here, you can set the maximum number of times each phone number can be called before it's no longer attempted. This setting applies to each phone number individually, meaning if one number reaches the limit, other numbers for the same lead can still be dialled. For example, if set to 5, a phone number will no longer be included in automated dialling after 5 calls, but other numbers for the lead remain eligible.
Rollover on Max Attempts – Use this toggle to enable or disable the rollover of leads when either the Max Attempts Per Lead or Max Attempts Per Phone is reached - whichever comes first.
Rollover List - Allows you to select which list to rollover into. This will make the lead eligible to be called again, be advised that the lead will be attempted until it hits max attempts. So for example, if the lead has rolled over on 5 attempts into a list with a plan set to max attempts of 5, it will be attempted a further 5 times totalling 10 attempts for the lead.
Override Recall - At the point the lead rolls over, if you leave this unchecked, the rollover will honour the last result code recall value on the attempt that initiated the rollover. If you check the Override Recall, you can specify a recall time which will ignore the last result code recall value and will use what you have set here.
Rollover Recall Time - Allows you to enter a number.
Rollover Recall Scale - Allows you to select minutes/hours/days.
Status table
Status – Here, the table shows all the statuses that are assigned to calls.
Can Recall – Here, you can select whether the status can be recalled after the initial result. It is important to note that if the can recall box is not selected, the system will then look at the SIP Code assigned to the call to determine its recall.
Recall Time – This is where you set the period of time before the number is called again. This directly relates to the next column, Recall Scale.
Recall Scale – Here you can set the scale of the Recall Time. The options are limited to Minutes/Hours/Days.
Max Retries – Max Retries will deactivate the phone number (not the lead) only when it hits the same Status types consecutively. e.g. If 'Busy' Max Retries is set to 4, you have to have 4 Busy Status's in a row.
User Plans
User Plans allow you to assign certain rules/features to individual users via The CTU page. Currently, features for Omnichannel capacity, Dynamic Nailup and Skill Based Routing can be assigned here (dependant on which features are enabled on your system).
Select the 'New Plan' button or 'Clone' button. Give it a name and you are ready to edit it (The active box will be ticked by default).
Capacity
The agent capacity plans are designed to allow you to limit certain agents to capacity levels different to those set on your interaction channels, thus reducing the maximum number of interactions they can handle at any one time.
Simply tick the box to use a Capacity Plan on the User Plan and enter the capacity you wish to set for the Plan.
Dynamic Nailup
The dynamic nailup* feature allows users to handle inbound voice interactions with more flexibility. Users no longer need to be permanently nailed up to automatically receive inbound calls. Users can now opt to accept or reject an incoming offered call. This allows greater flexibility for your users, for example, back-office staff can avoid context-switching when they are in the middle of a focus activity, without having to remember to go into specific break types or log out of campaigns. *Nailup = Connected for audio.
This feature is only used on Inbound campaigns and Interaction campaigns. Users logging into blended campaign types will nailup and receive calls in the usual manner.
To enable this feature on your portal, please contact the MaxSupport team.
What it means for your portal
Simply put, users logging into an inbound or digital campaign (where the campaign is set to use dynamic nailup) will not go through the usual nailup process.
- Users will login and go ready.
- When an inbound call is put through, they will be offered a call (one user at a time per call based on users that have been waiting the longest). The user can then choose to accept or reject it.
- When they accept the call, the system will then nailup the user and connect the call.
- Once the call ends, the users nailup is disconnected.
Enable for Campaigns & Users
You can specify which campaigns will use dynamic nail up and which users will use the feature via the CTU page.
For Campaigns, you need to select your campaign then tick the 'Enable Dynamic Nailup' option.
Note - When changing a campaign to or from Dynamic Nail-Up, users need to log out and back into the campaign for the change to take effect. This is because the nail-up event has to be established before passing the user the call for non-dynamic calls.
As soon as a user logs into this Campaign they will be using Dynamic Nailup.
Note - If you don't do any further customisation to the User or User Plan, the following defaults will be used. We recommend you create your own as the default means there is no auto kick and no message will play for softphone/desk phone/mobile nailup.
- Incoming Call Timeout: 15 s
- Nailup Timeout: 25 s
- Auto Kicked Threshold: Does not apply
- Auto Kicked Break: Does not apply
- Nailup IVR: Does not apply
To carry out further configuration for users, allocate a 'user plan' to the required users via the CTU page. This will ensure that the specified users wont nailup on login and will only nailup once they accept a call.
It is highly recommended to assign a plan to all users who will access the campaign. We also recommend you assign the plan to users who may access the campaign at some point.
To configure a plan to allow the use of dynamic nail up, head over to the Plans page. |  |
The first thing to note is that User Plans contain other settings not just Dynamic Nailup Settings (capacity settings for example are for Webchat, email, SMS, WhatsApp and Facebook channels). If you are using Interaction Campaigns and Dynamic Nailup for your Inbound Campaigns, you can deactivate the capacity plan if you so wish. For more on capacity plans, see this guide. |  |
User Skills
With User plans, you can combine Skills assigned to Users with the Capacity and Dynamic Nailup plan features (if enabled) but this is not a requirement. For this guide, we are ignoring those.
- Click the "Add New Skill" button.
This will add a new row to the skills table where you can select the skill's name.
- You can add multiple rows to attach several skills.
Setting Skill Proficiency Levels
When creating a skill, you can set a proficiency level from 1-10. This indicates how adept users are at that skill.
Assign higher numbers to skills where the user has greater expertise. For example, an expert Apple support agent would have a high proficiency for "Apple" skill.
The system prioritises routing leads to users with higher proficiency levels first. This optimises efficiency and service quality by sending leads to the most skilled agents.
Setting accurate proficiency levels ensures:
- Leads go to users who can best resolve the issue or opportunity.
- More skilled agents handle more complex or high value leads.
- Newer agents develop skills by getting easier leads first.
Take time to assign meaningful proficiency ratings that reflect users' true capabilities. This will maximise the benefits of skill-based routing.
If you want to delete a Skill simply click the "Delete" button.
Click "Save" to add the skill to the system.
Remember - Only users with ALL skills in a skills group will receive the corresponding Lead.
Don't Forget - If a User inherits a skill from a Plan but also has the same skill directly assigned to them, the highest proficiency level will be used.
Assigning User Plans to Users
Head to the CTU page and select a user you want to assign the plan to.
You will notice a 'Capacity plan' drop down at the bottom of the user panel. Select this and choose your plan to assign.
If no plan is set, the user will be bound to the capacity set on the channel(s) they have access to.
When assigning a plan, the users capacity will be which ever is lowest, the capacity which is set on the Channel(s) or the capacity which is set on the Plan.
For example, if a user has a capacity plan set to 3 and is in 2 channels; web chat with 5 capacity and email with 1 capacity. The user will receive 1 from the email channel and 2 from web chat. If they have 3 channels all with 5 capacity, they would get 1 from each as their plan capacity is set to 3.
If an agent has a capacity less than the number of queues they are assigned to (e.g. capacity 3 but in 5 different interaction queues), they will still receive interactions for all channels but in the fetch order the system usually follows - interaction queues by highest priority and longest wait time