Altigen AltiContact Manager Version 5.0, Administration Manual

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Key AltiContact Manager Characteristics
1-16 AltiContact Manager Administration Manual
• One External Logger Service can run on the system, while Internal
Logger Service is running. Also, a configurable Authentication String
between external loggers and the system is added to allow extra
security.
• 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
the call queue for the next available member. When the first called
member fails to answer the call within the number of rings configured,
the system can direct the call to the next available workgroup member.
The system can also ring the longest idle member or ring all available
members. Calls encountering RNA among all agents can be
automatically directed to an alternate destination.
• Workgroup Logout Reason Codes - allows a workgroup member to
enter a reason code when signing off. Up to 20 reason codes may be
defined.
• Workgroup Member (Agent) Login/Logout - allows huntgroup/
workgroup members to log in and out of a group so that incoming calls
bypass the workgroup member (agent) who has logged out and the call
is automatically routed to other active group members or ACD agents.
This feature is available only to group members and is disabled
through group configuration. Logout does not block direct calls to the
group member’s extension.
• Workgroup Membership - groups can have up to 128 members.