Altigen AltiContact Manager Version 5.0, Administration Manual

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Key AltiContact Manager Characteristics
1-6 AltiContact Manager Administration Manual
Call Center/IP PBX Features
The Call Center/IP PBX features include telephone switching for making
calls, answering calls, and transferring calls. For more sophisticated
business applications, AltiContact Manager provides advanced features
such as group call routing, multiple trunk and route access codes, scheduled
call routing, and flexible call restrictions. For effective system
management, AltiContact Manager provides information about system
traffic and statistics to help the system administrator understand the
dynamics of business communications and adjust resources such as the
number of outside lines, accordingly.
For more information on using PBX features, see the AltiServ User Guide
or AltiView User Guide.
In addition to station-to-station dialing, the PBX features include:
• Account Codes - allows the user to input an account code on each call
to track telephone usage in order to bill back to clients or create a
record of calls specific to a project and to budget and forecast
expenses. Forced Account Codes force the user to input an account
code on each call to track telephone usage. The administrator can
configure which extensions are required to enter an account code.
• Application Extension - a new type of extension that provides the
interface to a third party product, such as IVR.
Busy or Ring No Answer Call Handling - sends calls to voice
mail, another extension, or IVR if the called extension or
group is busy or does not answer. In ACM 5.0, when there is
one or more workgroups in the middle of a forwarding chain, in the
case of RNA, the call is routed to the forwarding voicemail box of the
last workgroup. Also, Workgroup RNA Handling is renamed to All
Agent RNA/Logout Handling. When all agents RNA or all agents are
logged out, this call handling action is taken.
• Callback Interview - caller will be prompted to enter a callback
number and record a message.
• Call Forwarding and Remote Call Forwarding - sends all calls to
another extension, to a workgroup/huntgroup, to an application
extension, or to an external telephone number. This allows users to
redirect their calls to another location such as home or a branch office.
Call Forwarding can be set up either at the source extension or at the
destination extension on the system (Remote Call Forwarding). There
is 10 hop limit on forwarded calls.
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