Altigen AltiAgent, Manual

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AltiAgent Manual 1
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About AltiAgent
AltiAgent is a Windows desktop application designed to improve the
performance of workgroup and call center agents in an AltiWare
AltiContact Center (ACC) or AltiContact Manager (ACM) environment.
AltiAgent allows workgroup agents to manage workgroup calls from their
computers. It allows direct access to call handling and other functions,
including the following:
• Viewing caller data (for example, IP address, account number, credit
card number, name, and so on) sent with an incoming call.
• Pushing or sending a URL or web page to a web-based call.
• Viewing and printing workgroup call data.
With AltiAgent, you can monitor workgroup-related statistics, workgroup
call pickup, and member login/logout. In addition, AltiAgent integrates
with Microsoft Outlook and Outlook Express, ACT!, and GoldMine® for
caller screen pops and dialing out from these applications.
Call information can be stored to an internal or external CDR database for
future review and analysis.
New in Release 5.2
Displays a Global Extension's BLF state, extension status, and activity.
New in Previous Release, 5.1
• MeetMe Conference scheduling, monitoring, and control.
• Dial Pad and Flash key.
• Ability to manage Activity greetings.
• Ability to transfer or conference by clicking on an entry on the Speed
Dial tab or Monitor tab.
• User receives indication when calls are in workgroup queue.
• User has the ability to monitor the workgroup voice mail box.