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Key AltiContact Manager Characteristics

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AltiContact Manager Administration Manual

Personal/Activity Greeting - allows users to record personal and/or
activity greetings in their own voice to be played when callers reach
their voice mail.

Priority Delivery - allows users to determine the priority of message
delivery such as normal or urgent.

Private Messaging - allows users to leave a private message in their
voice mail for the expected caller.

Record Conversation to Voice Mail - an extension user (on Triton
Analog Extension boards only) can record a conversation and save as
a voice mail. Requires a voice recording license.

Reminder Calls - are used to remind you of important meetings,
things to do or people to call.

Remote Access - allows users to access the AltiGen Voice Mail
System from any telephone by dialing into the main system number
and pressing to login.

Voice Mail Distribution List - allows the user to use system
distribution lists, or create and use personal distribution lists for
forwarding voice mail. Up to 100 distribution lists can be created. Each
distribution list can have up to 64 entries, and any entry can be another
distribution list.

Zoomerang - allows users to listen to messages in the AltiGen Voice
Mail System

,

prompt the system to automatically call the party who

left the message, and then return to the AltiGen Voice Mail System to
continue checking messages, all in a single call into the AltiGen Voice
Mail System. If the caller ID information is not captured, the user may
enter the “call back” number manually.

Internet Integration Features

Internet integration features include:

AltiReach

- a Web-based management tool that provides a way for

users to visually manage their call handling options such as One-
Number-Access, CallView, Message Notification, Speed Dial
Numbers and other personal phone settings using a standard Web
browser. Groups can also be monitored and configured over
AltiReach. AltiReach is further described in the AltiServ User Guide.

Содержание AltiContact Manager

Страница 1: ...n has combined several separate compelling contact center productivity applications into one integrated system to handle daily voice Internet and email interactions ACM is designed with an intuitive e...

Страница 2: ...p applications Local and Remote IP agent and supervisor capability Monitor and Barge in capable of advanced historical group and agent performance reporting options Seamless integration with CRM Advan...

Страница 3: ...Ware software ACM Platform chassis and AltiGen Quantum and Triton boards may also be added and must be installed into PCI slots See System Limitations on page 2 11 for details on the number of boards...

Страница 4: ...n page 2 11 for details on the number of Triton VoIP boards and ports you can install on one system Triton VoIP 12 and 30 port boards Triton 8 port boards running on previous AltiWare releases are aut...

Страница 5: ...he system telephony application software that provides an easy to use graphical user interface It lets you configure administer and maintain the AltiContact Manager system and can be used as a platfor...

Страница 6: ...a record of calls specific to a project and to budget and forecast expenses Forced Account Codes force the user to input an account code on each call to track telephone usage The administrator can co...

Страница 7: ...display Up to 64 characters are transmitted and displayed If your local exchange carrier provides enhanced caller ID such as caller name this information will also be displayed Caller ID Routing the...

Страница 8: ...operator Extension Activity Display and Greeting allows users to select from a set of pre defined or customized activity codes that can be played or displayed when the user is absent A greeting associ...

Страница 9: ...users can make an intercom call to an AltiTouch 500 or Alti IP phone see note below If the phone is in idle state the phone speaker will be turned on and the voice path is connected If the IP phone is...

Страница 10: ...one tag by forwarding important callers to predetermined numbers according to a designated schedule Setup is available through the One Number Access page of Extension Configuration and or web based Al...

Страница 11: ...or or other destinations Queue Announcement before a call is send to a group queue expected wait time and call position will be announced Queue Quit Configurable Exit Queue a caller can press or 0 to...

Страница 12: ...ent will be sent through AltiLink Plus SDK when the caller presses any key during IVR Trunk Interface Analog loop start ground start and wink start DID Digital PRI ISDN T1 E M loop start and ground st...

Страница 13: ...of the week Multiple business hours can be configured in a system Also multiple Business Hours profiles can be assigned to DNIS Routing and Trunk In Call Routing entries CDR Search allows workgroup su...

Страница 14: ...olidays Multiple Holiday Profiles can be configured in a system Also multiple Holiday Profiles can be assigned to DNIS Routing Caller ID and Trunk In Call Routing entries Login Logout Keep Login Statu...

Страница 15: ...tate is tracked Service Level Threshold a time value for callers waiting in queues The performance statistics show when workgroup calls are queued for longer than a prescribed value Single Multiple Ca...

Страница 16: ...ext 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 workgroup member The system can al...

Страница 17: ...l calls can also be barged in on by a workgroup supervisor Workgroup Queue Overflow Handling routes incoming calls to an alternate destination when the queue is already full or when incoming calls wil...

Страница 18: ...d take if there is no digit detected by the caller within specified seconds Schedule Based Call Processing routes calls differently for different times of the day Web based Call Processing allows the...

Страница 19: ...llers are instructed to press the key Making a Call from the AltiGen Voice Mail System allows users to make a call from within the AltiGen Voice Mail System by pressing at the Main Menu and entering t...

Страница 20: ...List allows the user to use system distribution lists or create and use personal distribution lists for forwarding voice mail Up to 100 distribution lists can be created Each distribution list can ha...

Страница 21: ...of the Exchange server must be the name of the machine or the fully qualified domain name Mail Forwarding allows you to forward mail email and voice mail to an SMTP based mail server The destination...

Страница 22: ...f having to change them one at a time Call Detail Reporting CDR the system collects and records information on outgoing and incoming phone calls such as length of call time of call number of calls Thi...

Страница 23: ...be displayed as the Caller ID to the receiving caller Extension Checker a tool that checks the security status of every extension in your AltiContact Manager system Extension Password Protection for A...

Страница 24: ...plit Area Code Support allows you to identify area codes and prefixes that are exceptions to the standards of how area codes and long distance prefixes are normally used For example this configuration...

Страница 25: ...er IP Features Voice over IP features include 27 Station Login Behavior Change in 5 0A a user will be able to override any extension phone by pressing 27 ACM Administrator Remote Administration remote...

Страница 26: ...4K digital voice encoding which guarantees interoperability for better voice quality G 723 1 Codec a dual rate audio encoding standard which provides near toll quality performance under clean channel...

Страница 27: ...hase of additional analog ports there can be significant time and cost savings Jitter Removals due to various delays in the IP network audio packet streams may be delivered late or out of order AltiCo...

Страница 28: ...nfigurable Voice over IP Session Support AltiContact Manager Features The following trunk related AltiContact Manager features are supported during IP trunk call sessions Refer to the AltiServ User Gu...

Страница 29: ...em administrator to configure several distributed systems from a single system The tool can be run on any server local or remote to an AltiContact Manager system that has a connection for access to al...

Страница 30: ...that interacts with AltiContact Manager through AltiLink Plus and provides easy to use call control monitoring and logging capability In ACM 5 0A the following enhancements have been made Support for...

Страница 31: ...ing trunk call data against customer records built using the Call Router GUI The Call Router Advanced license gives additional features including dynamic searching of DNS data to match against incomin...

Страница 32: ...ts have been made Time zone offset Time format display Extension speed dial directory Optional Kits SDK 2 8 1 Tool Kit offers a complete set of tools including APIs documentation and sample programs t...

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