Altigen AltiContact Manager Version 4.6, Administration Manual

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Overview
AltiContact Manager Administration Manual 1-13
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• Multiple Workgroup Log In and Log Out - lets group members
quickly log in and out of multiple groups.
• Ready/Not Ready - members can also enable a “ready” (#90) or “not
ready” (#91) status to inform the system whether or not the agent is
able to receive the next call.
• Skill-Based Call Distribution - the system administrator can define
different skill workgroups and then assign different skill levels for
agents for incoming calls, which will ring the lowest member agent
first, from 1 to 9. Levels 1 to 9 can also be described as proficiency for
a skill group for an agent.
• Service Level Threshold - a time value for callers waiting in queues.
The performance statistics show when workgroup calls are queued for
longer than a prescribed value.
• Workgroup Membership - groups can have up to 128 members.
• Workgroup Monitoring - allows real-time monitoring of workgroup
information—trunk state, group status, call queue status, details of
group queue entries and agent status. Limited monitoring is available
through a group view window in ACM Admin or remotely through
AltiReach. Caller ID identifies agent calls as inbound or outbound,
internal or external.
• Workgroup Call Routing - for special call handling applications,
incoming calls can be routed to a group. For automatic distribution,
calls can be distributed to the first available group member, or among
group members according to the following options:
— Ring First Available Member
— Ring Next Available Member
— Ring All Available Members
— Ring Longest Idle Member
— Ring Average Longest Idle Member
— Ring Fewest Answered Calls
— Ring Shortest Average Talk Time
— Skill-Based Routing
When all the members in a workgroup are busy, calls can be
overflowed to another workgroup or extension, directed to the
workgroup voice mail, to workgroup members voice mail, or placed in