Altigen ACC 6.7, Administration Manual

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Chapter 1: Overview
MAXCS ACC 6.7 Administration Manual 15
Global Extension Appearance - With proper configuration, the IP phone user can see
the following information for a global extension in the VoIP domain: line state (idle, busy,
ring, error), extension status (DND), and activity (presence). This information can be
displayed in MaxCommunicator/MaxAgent/AltiConsole and on the IP phone. Limitation:
For display only; user cannot answer calls for the global extension.
Global Intercom - An extension user can dial #93 + Global Ext. to intercom a Global
extension (through a SIP tie trunk.
Optional Add-On Software
The following software is optional:
AltiConsole - a Windows-based Attendant console connected to MAXCS over a network;
emulates a standard, hardware-based Attendant console through software; has the
flexibility of adding new features through software without changing the hardware.
MaxCommunicator - a Microsoft .NET-based desktop call control and Windows pop-up
application that interacts with the system, providing easy-to-use dialing, call control,
monitoring, and voice mail management.
MaxAgent - a workgroup user version of MaxCommunicator; in addition to
MaxCommunicator features, also provides call statistics, call wrap up with data entries,
workgroup login/logout with reason codes and agent ready/not ready status.
MaxSupervisor - allows a workgroup supervisor to view an agent’s real-time activity,
login/logout an agent, view workgroup and agent operation statistics, Listen/Barge-in/
Coach 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.
AltiReport - application that can report an agent’s and workgroup’s operation details,
including summary, analysis, and charting.
Advanced CallRouter - a call handling application that 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.
CDR Search - a call reporting tool that allows administrators to search CDR files for
records that meet selected criteria, and allows workgroup supervisors to get workgroup
CDR statistics.
IPTalk - an IP softphone to allow a MaxCommunicator user or MaxAgent user to log in
to a system as an IP extension. IPTalk supports G.711 and G.723.1 codec only.
MaxInSight - a workgroup performance application that provides call center managers
and agents with the ability to track workgroup status and performance data from a wall-
mounted LCD panel or from their PCs. 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
•
Trends of data over time