Altigen AltiWare OE/ACC Version 5.0, Руководство администратора

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Overview
AltiWare OE System Installation & Administration Manual 1-17
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• Ready/Not Ready - members can also enable a “ready” (#90) or “not
ready” (#91) status to inform the system whether or not the agent is
able to receive the next call.
Real Time Monitoring Enhancements (ACC feature only) -
—Real Time Display for AltiAgent, AltiSupervisor and SDK
is restructured to separate inbound and outbound call statistics.
— IP Multicast is implemented to deliver real time data to client
applications.
— Agent states are redefined and time in each state 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 Call Handling for Workgroups - allows the
workgroup administrator to select single or multiple calls
handling operation for workgroup agents when holding a
workgroup call. (ACC feature only)
Workgroup CDR/RTM Enhancements (ACC feature only)-
—the CDR/RTM database is updated with additional data
fields.
— CDR Logger Service uses standard ODBC interface and SQL2 to
interface with the CDR database. Certified third party databases
compliant with ODBC can be supported as well.
— One External Logger Service can run on the system, while Internal
Logger Service is running. Also, a configurable Authentication
String between external loggers and the system is added to allow
extra security.
• 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. Calls can be barged-in on
regardless of login status by AltiSupervisor.
• 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.
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