Altigen AltiWare ACM 5.1, Administration Manual

Page: 20 / 454

Chapter 1: Overview
6 AltiWare ACM 5.1 Administration Manual
PBX New Features and Enhancements
•
Meet-Me Conference
•
MobileExt Enhancements:
–
Trunk property is dynamically changed between regular trunk and MobileTrunk,
eliminating the requirement to dedicate a trunk for MobileTrunk use and the need
to segment T1/PRI span.
–
Soft On-hook/Off-hook for MobileExt user - This feature eliminates the need to dial
back into the system to get a dial tone after terminating or transferring the current
call. When the user presses * * , the system simulates On-Hook/Off-Hook and
plays a dial tone to the MobileExt user after the user terminates the existing call
or transfers a call.
–
Option for MobileExt user to press any digit to connect to call - This delay-
answering option gives the MobileExt user more time to decide whether to connect
to a call or not.
•
Ability to mute conferencing party during regular conference - When an extension
user initiates a conference, he can mute a conference party from AltiView/AltiAgent.
•
Configuration for an IP extension to fallback to a mobile extension
•
Voice mail added as a Line Park exit option
•
IP phone does not ring when a call is parked by user
Call Center New Features and Enhancements
Enhanced skill-based routing with skill level requirement support
•
Ability to tag Skill Level Requirement (SKLR) for an incoming call in AA, DNIS
Routing, Caller ID Routing, Advanced Call Router, and SDK
•
Workgroup Queue distribution engine tries to match caller's SKLR with Agent Skill
Level. Three agent call coverage logics can be configured: Exact Match; Equal or
higher SKLR; Equal or lower SKLR
•
Workgroup call coverage can be expanded beyond the SKLR, if the expansion rule is
set to increase the caller's SKLR after the caller waits in queue a specified amount
of time
Supervisor Coaching
Lets the supervisor coach the agent through a call without the other party hearing. This
feature is not supported when the agent extension connects to a Quantum extension
port or if the customer is calling over IP and the voice stream is connected directly from
a SIP device to the agent's IP phone (bypassing AltiServ).
Client Application New Features and Enhancements
AltiView
•
Meet-Me conference scheduling, monitoring, mute, and drop capability
•
Dial pad and Flash key
•
Ability to manage Activity greetings
•
Ability to transfer or conference by clicking in Speed Dial or Monitor lists