Altigen AltiWare OE/ACC Version 5.0, Administration Manual

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Key AltiServ Characteristics
1-16 AltiWare OE System Installation & Administration Manual
• Hunt Group/Workgroup Membership - groups can have up to 128
members.
• Hunt Group/Workgroup-Based Optional 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 (for hunt groups)
— Ring Next Available Member (for hunt groups)
— Ring All Members (for hunt groups)
— Ring Longest Idle Member (for workgroups)
When all the members in a group are busy, calls can be overflowed to
another group or extension, directed to the group voice mail, to group
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 group member. An option setting in 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.
• Multiple Queue Announcements - allows each group to have its own
set of unique audio announcements. Up to five announcements can be
configured for each group. The intervals between announcements can
also be configured.
• Multiple Huntgroup/Workgroup Membership - allows each
extension to belong to multiple groups. The system can be configured
with a maximum of 32 groups.
• Multiple Huntgroup/Workgroup Log In and Log Out - lets group
members quickly log in and out of multiple groups.
• Outbound Workgroup Call Monitoring - an option (enabled with
the AltiServ Contact Center license) that allows a workgroup
supervisor to monitor agent’s inbound and outbound calls.
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, Auto Attendant,
voicemail or outside number. (ACC feature only)
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