Altigen AltiContact Manager Version 5.0A, Administration Manual

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Overview
AltiContact Manager Administration Manual 1-15
1. Over
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• Picking/Transferring Calls from Group Queue - enables an
extension to pick any call in queue using AltiAgent or AltiConsole.
AltiSupervisor is also able to transfer a workgroup queued call to any
extension, workgroup, IVR, voicemail or outside number.
• Priority Queuing - allows for calls in queue to be associated with
priority. The call priority can be assigned though Caller ID routing,
DNIS routing, IVR, Advanced Call Router or API in AltiGen SDK.
• 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.
• Real Time Monitoring -
— Real Time Display for AltiAgent, AltiSupervisor and SDK is
restructured to separate inbound and outbound call statistics.
— IP Multicast is implemented to deliver real time data to client
applications.
— Agent states are redefined and time in each state is tracked.
• 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.
• Single/Multiple Call Handling for Workgroups - allows the
workgroup administrator to select single or multiple calls handling
operation for workgroup agents when holding a workgroup 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.
• Workgroup CDR/RTM -
— the CDR/RTM database is updated with additional data fields.
— CDR Logger Service uses standard ODBC interface and SQL2 to
interface with the CDR database.
— 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.