Altigen AltiWare OE/ACC Version 5.0, Administration Manual

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Key AltiServ Characteristics
1-18 AltiWare OE System Installation & Administration Manual
• Workgroup Monitoring - an option (enabled with the AltiServ
Contact Center license) that 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 AltiAdmin or remotely through
AltiReach. Caller ID identifies agent calls as inbound or outbound,
internal or external.
• Workgroup Member (Agent) Login/Logout - an option (enabled
with the AltiServ Contact Center license) that allows workgroup
members to log in and out of a workgroup so that incoming calls
bypass the workgroup member (agent) who has logged out and the call
is automatically routed to other active workgroup members or ACD
agents. This feature is available only to workgroup members. Logout
does not block direct calls to the workgroup member’s extension.
• 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.
• Workgroup Silent Monitoring - an option (enabled with the AltiServ
Contact Center license) that, with the Triton Resource Board, allows a
workgroup supervisor to silently monitor calls between workgroup
agents and callers. Calls can be monitored regardless of login status by
AltiSupervisor.
Automated Attendant Features
The Auto Attendant features provide quick and courteous processing of all
incoming calls. An Auto Attendant can be configured to serve as a primary
Attendant or as a backup to a receptionist.
Auto Attendant features include:
• 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.
• 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.