Overview
AltiContact Manager Administration Manual
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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.
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Workgroup Silent Monitoring - with the Triton Resource Board,
allows a workgroup supervisor to silently monitor calls between
workgroup agents and callers. Personal calls can also be silently
monitored by a workgroup supervisor.
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Workgroup Barge In - with the Triton Resource Board, allows a
workgroup supervisor to barge into calls between workgroup agents
and callers. The supervisor can barge in on a specific agent by entering
the agent’s extension via the telephone. Calls can be monitored
regardless of login status. Personal calls can also be barged in on by a
workgroup supervisor.
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Workgroup Queue Overflow Handling - routes incoming calls to an
alternate destination when the queue is already full, or when incoming
calls will have an unacceptably long wait time.
IVR Features
The IVR features provide quick and courteous processing of all incoming
calls. An IVR can be configured to serve as a primary Attendant or as a
backup to a receptionist.
IVR features include:
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Call Priority- allows the workgroup administrator to assign a priority
level to an IVR attendant.
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Dial By Name - allows a caller who does not know your extension
number to spell your name using the telephone key pad. The system
will search the Directory and make a match on the name to connect the
caller to the intended party’s extension. The caller can match first OR
last name when dialing by name.
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Data-Directed Routing - allows the routing of calls directed by the
caller’s input (digit or text). Third party applications can be used to
route incoming calls based on caller information.
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Digit Collection - caller can be prompted to enter numbers, which are
then collected and used for routing the call.
