Altigen ACM 6.5, Administration Manual, Page: 28 / 502

Overview
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MAXCS ACM 6.5 Administration Manual
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Ring Longest Idle Member
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Ring Average Longest Idle Member
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Ring Fewest Answered Calls
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Ring Shortest Average Talk Time
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Skill-Based Routing
Wrapup Time - allows a group member some time in between calls to wrap up on notes,
prepare for the next call, or log out of the group. This wrapup time is configurable on a
per-agent basis.
Auto Attendant (AA) Features
The AA features provide quick and courteous processing of all incoming calls. An AA can
be configured to serve as a primary attendant or as a backup to a receptionist.
AA features include:
Dial By Name - allows a caller who does not know your extension number to spell your
name using the telephone key pad. The system will search the Directory and make a
match on the name to connect the caller to the intended party’s extension. The caller
can match first OR last name when dialing by name.
Data-Directed Routing - allows the routing of calls directed by the caller’s input (digit
or text). Third-party applications can be used to route incoming calls based on caller
information.
Digit Collection - caller can be prompted to enter numbers, which are then collected
and used for routing the call.
Direct Station Transfer - allows the AA to handle all incoming calls instead of being
answered by an operator. Callers can dial an extension number to reach a specific station
or use the name directory to find an extension number.
Mailbox Access - allows employee to log into voice mail box from AA when calling in
from outside.
Multiple AA Support - allows up to 255 auto attendants.
Name Directory Service - allows callers to hear a list of employees and their extension
numbers.
Programmable Time-Out Handling - allows the administrator to select the action the
system should take if there is no digit dialed by the caller within a specified number of
seconds.
Set Call Priority - allows the administrator to assign a priority level to an AA menu.
Set Skill Level Requirement - allows the administrator to assign a skill level
requirement to an AA menu.
Web-based Call Processing - allows the AA to accept calls placed over the AltiWeb
application.
Voice Mail Features
The Voice Mail System is a message management system that provides the calling and
the called parties with enhanced communication features. It allows greater accessibility,
faster reply time between parties, and reduces the frustration of telephone tag.
The voice mail system includes the following features: