Call Center New Features And Enhancements; Client Application New Features And Enhancements - Altigen AltiWare ACC 5.2 Administration Manual

AltiView/AltiAgent users can assign an account code to a call without putting the
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caller on hold. (Release 5.2)
Line Park enhancements in Release 5.2:
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Separation of parked-by-system and parked-by-extension timeout treatment
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The parked-by-system timeout options now include transfer to extension or
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workgroup
A parked-by-extension timeout configuration has been added: at timeout, the
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system will ring back the extension that parked the call
SIP Third-Party Devices - allows certified third-party SIP devices (for example, a
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third- party IP phone) to register as an IP extension. Note: A license is required to
enable this feature for an extension. (Release 5.2)
Auto Attendant configuration - a Play Extension Greeting option was added to the
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VM-Record Message "action item." Also, after clicking OK in the AA configuration
page, AltiWare Admin returns you to the AA Select page instead of closing the AA
configuration. (Release 5.2)
Feature Profile changes - #90 = READY to receive workgroup calls; #91 = NOT
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READY to receive workgroup calls. (Release 5.2)

Call Center New Features and Enhancements

Enhanced skill-based routing with skill level requirement support (ACM
only)
Ability to tag Skill Level Requirement (SKLR) for a incoming call in AA, DNIS Routing,
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Caller ID Routing, Advanced Call Router, and SDK
Workgroup Queue distribution engine tries to match caller's SKLR with Agent Skill
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Level. Three agent call coverage logics can be configured: Exact Match; Equal or
higher SKLR; Equal or lower SKLR
Workgroup call coverage can be expanded beyond the SKLR, if the expansion rule is
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set to increase the caller's SKLR after the caller waits in queue a specified amount
of time
Supervisor Coaching
Lets the supervisor coach the agent through a call without the other party hearing. This
feature is not supported when the agent extension connects to a Quantum extension
port or if the customer is calling over IP and the voice stream is connected directly from
a SIP device to the agent's IP phone (bypassing AltiServ).

Client Application New Features and Enhancements

AltiView/AltiAgent/AltiConsole
With proper configuration, AltiView/AltiAgent/AltiConsole can display the following
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information for a global extension in the VoIP domain: line state (idle, busy, ring,
error), extension status (DND), and activity (presence). For display only; user
cannot answer calls for the global extension. (Release 5.2)
AltiView
Meet-Me conference scheduling, monitoring, mute, and drop capability
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Dial pad and Flash key
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Chapter 1: Overview
AltiWare ACC 5.2 Administration Manual 7