Voice Over Ip Features; Additional Workgroup-Related Applications - Altigen MaxACD Administrator Manual

Chapter 1: Overview

Voice over IP Features

VoIP features include:
Codec Profile - Multiple codec profiles with different settings can be created and applied
to different locations. Each profile can have a different codec, jitter buffer, and packet
length to accommodate different IP connections.
Dynamic Jitter Buffer - due to various delays in the IP network, audio packet streams
may be delivered late or out of order. The system is able to buffer incoming packets and
re-sequence them by maintaining a queue. This queue is adjusted dynamically to
accommodate different network environment characteristics.
Echo Cancellation - due to bandwidth limitations and device loading, long delays may
occur during packet delivery process, which worsens the echo effect voice speech. Echo
cancellation is provided to maintain reasonable voice quality.
G.711 Codec - toll quality (64K) digital voice encoding, which guarantees
interoperability and better voice quality.
G.723.1 Codec - a dual rate audio encoding standard, which provides near toll quality
performance under clean channel conditions.
G.729 A+B Codec - speech data encoding/decoding standard of 8 Kbps.
Silence Detection and Suppression - when silence suppression is enabled and silence
is detected, the system stops sending packets to the other side. The other side does not
receive any packets and plays silence.
SIP Trunk Support - MaxACD enables AltiGen's system to connect to IP-based trunking
service providers via SIP.
Support for RFC 2833 (DTMF payload embedded with RTP) - Supported in SIP
trunks only. This feature helps to resolve DTMF tone detection and regeneration when
using G.723.1 or G.729 codec. Low bit rate compression will distort DTMF tone during
compression. The far end device may not be able to recognize the DTMF digits. RFC 2833
specifies a separate RTP payload format to carry DTMF information to ensure the other
side can recognize the tone properly.

Additional Workgroup-Related Applications

In addition to MaxAgent for Lync, the following workgroup-related applications are
available from AltiGen:
MaxSupervisor - allows a workgroup supervisor to view an agent's real-time activity,
log in/log out an agent, view workgroup and agent operation statistics, listen/barge-in/
coach an agent's conversation.
• All workgroups a supervisor is monitoring are displayed in a single view, making it
easy to see what's happening in all groups at once.
• A graphical view (trend lines) displays workgroup statistics to help make better
staffing decisions.
Supervisors can check workgroup voice mails without needing a separate license or
•
needing to log in as an agent.
• Color coded priority in queue
• Change caller's priority
Record agent's conversation with indicator
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MaxACD Administrator Manual