Altigen AltiWare OE 4.6, Руководство администратора

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Overview
AltiWare OE System Installation & Administration Manual 1-17
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• 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 Logout Reason Codes - an option (enabled with the
AltiServ Contact Center license) that allows a workgroup member to
enter a reason code when signing off. Up to 20 reason codes may be
defined.
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. In OE 4.6, calls can be
monitored regardless of login status by AltiSupervisor.
Workgroup Barge In - with the Triton Resource Board,
allows a workgroup supervisor to barge into calls between
workgroup agents and callers. The supervisor can barge in on
a specific agent by entering the agent’s extension via the telephone. In
OE 4.6, calls can be barged-in on regardless of login status by
AltiSupervisor.
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.
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.
• Call to Queue Alert - agents can be alerted via a beep and a screenpop
when a call enters the group queue.
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