Altigen AltiContact Manager Version 5.0, Administration Manual

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AltiContact Manager Administration Manual 12-1
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CallCenter Configuration
The CallCenter Configuration functions provide for configuring the call
center settings for AltiContact Manager.
Access CallCenter Configuration by selecting CallCenter
Configuration... on the Management Menu, or by clicking the CallCenter
Configuration icon.
You can then work with the following settings, each of which is access by
a tab in the CallCenter Configuration window.
• Caller ID Routing—Caller ID-based call routing for incoming trunk
calls.
• DNIS Routing—DNIS-based call routing for incoming trunk calls.
• Agent Logout Reason—defines reason codes to allow agents to
specify why they are signing off from a workgroup.
• Call Recording—enables a voice recording option to record an
agent’s incoming workgroup calls.
Caller ID Routing
When an incoming call comes through a trunk with Caller ID (numbers or
digits), the system can route the call to the proper extension, IVR or
operator based on the Caller ID number collected.
Note:
Caller ID supports only incoming trunks, and in the case of T1 and
PRI, Caller ID works with incoming trunks that are not set up as tie
trunks.
In order to locate an entry in the Caller ID table for an incoming call, a full
match is required. If there is no match in the Caller ID routing table set up
in this window, the system tries to match the number based on the DID
number entered in the General page of Extension Configuration (see
“Setting up Extensions” on page 13-3). If there is still no match, the system
routes the call according to the In Call Routing page defined in Trunk
Configuration.