Altigen AltiContact Manager Version 5.0 Administration Manual page 53

Picking/Transferring Calls from Group Queue - enables an
NEW
extension to pick any call in queue using AltiAgent or
AltiConsole. AltiSupervisor is also able to transfer a
workgroup queued call to any extension, workgroup, IVR, voicemail
or outside number.
Priority Queuing - allows for calls in queue to be associated
NEW
with priority. The call priority can be assigned though Caller
ID routing, DNIS routing, IVR, Advanced Call Router or API
in AltiGen SDK.
• 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 -
NEW
—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
NEW
workgroup administrator to select single or multiple calls
handling operation for workgroup agents when holding a
workgroup call.
• Skill-Based Call Distribution - the system administrator can define
different skill workgroups and then assign different skill levels for
agents for incoming calls, which will ring the lowest member agent
first, from 1 to 9. Levels 1 to 9 can also be described as proficiency for
a skill group for an agent.
Workgroup CDR/RTM Enhancements -
NEW
—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.
AltiContact Manager Administration Manual
Overview
1-15