Hapter; About Altiagent; New In Release 5.2; New In Previous Release, 5.1 - Altigen AltiAgent Manual

For altiware acc release 5.2 and altiware acm release 5.2

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AltiAgent is a Windows desktop application designed to improve the

performance of workgroup and call center agents in an AltiWare

AltiContact Center (ACC) or AltiContact Manager (ACM) environment.

AltiAgent allows workgroup agents to manage workgroup calls from their

computers. It allows direct access to call handling and other functions,

including the following:

• Viewing caller data (for example, IP address, account number, credit

card number, name, and so on) sent with an incoming call.

• Pushing or sending a URL or web page to a web-based call.

• Viewing and printing workgroup call data.

With AltiAgent, you can monitor workgroup-related statistics, workgroup

call pickup, and member login/logout. In addition, AltiAgent integrates

with Microsoft Outlook and Outlook Express, ACT!, and GoldMine® for

caller screen pops and dialing out from these applications.

Call information can be stored to an internal or external CDR database for

future review and analysis.

Displays a Global Extension's BLF state, extension status, and activity.

• MeetMe Conference scheduling, monitoring, and control.

• Dial Pad and Flash key.

• Ability to manage Activity greetings.

• Ability to transfer or conference by clicking on an entry on the Speed

Dial tab or Monitor tab.

• User receives indication when calls are in workgroup queue.

• User has the ability to monitor the workgroup voice mail box.

H A P T E R

AltiAgent Manual

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Altiagent 5.2