Altigen AltiContact Manager Version 4.6, Руководство администратора

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Key AltiContact Manager Characteristics
1-12 AltiContact Manager Administration Manual
• Flexible Wrapup Times and Inter Call Delays - can be used to set
delays before the system sends the next call to an extension. Further,
the user can manually set the extension state to Ready or Not Ready
to receive calls.
Automatic Call Distribution Features
Automatic Call Distribution (ACD) features include:
• Auto Logout - a group member can be automatically logged out if a
call is not answered.
• Login/Logout/Keep Login Status on system startup or reboot - all
group members can be set to the “Login” or “Logout” state at system
startup or reboot. By default, group members are set to “Keep Login
Status.”
• CDR Search - allows workgroup supervisors to search CDR files and
workgroup CDR statistics for records that match selected criteria.
CDR Search provides workgroup statistics from the real-time
monitoring function used in the AltiSupervisor client application.
Settings in ACM Administrator let you specify time intervals for
saving RTM data.
• Call Queuing - places caller in a queue to wait until an ACD group
member becomes available.
• Call Queue Announcement - before a call enters a workgroup queue,
the system announces the expected wait time or call queue length to the
caller.
• Configurable Call Wrapup Time - allows a group member some
time in between calls to wrap up on notes, prepare for the next call, or
logout of the group. This wrapup time is configurable on a per-member
basis.
• 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 Workgroup Membership - allows each extension to belong
to multiple groups. The system can be configured with a maximum of
32 groups.