Optional Add-On Software - Altigen ACM 6.7 Administrator's Manual

Global Extension Relocation by User - When a global extension user travels to any
site, the user can dial #27 to log in to the local server. Enterprise relocates the user's
extension setting and voice mail to the local server and activates the extension as a
physical extension. All member systems receive an update notice from Enterprise
Manager to change the routing destination.
Global DID Number List - The DID number field is part of the global extension
configuration. When a call comes in with a DID number, the system looks for a local
extension with the same DID number first. If the system cannot find a matching local
extension, it will match the global extension DID number and route the call.
Global Extension Appearance - With proper configuration, the IP phone user can see
the following information for a global extension in the VoIP domain: line state (idle, busy,
ring, error), extension status (DND), and activity (presence). This information can be
displayed in MaxCommunicator/MaxAgent/AltiConsole and on the IP phone. Limitation:
For display only; user cannot answer calls for the global extension.
Global Intercom - An extension user can dial #93 + Global Ext. to intercom a Global
extension (through a SIP tie trunk.

Optional Add-On Software

The following software is optional:
AltiConsole - a Windows-based Attendant console connected to MAXCS over a network;
emulates a standard, hardware-based Attendant console through software; has the
flexibility of adding new features through software without changing the hardware.
MaxCommunicator - a Microsoft .NET-based desktop call control and Windows pop-up
application that interacts with the system, providing easy-to-use dialing, call control,
monitoring, and voice mail management capability.
MaxAgent - a workgroup user version of MaxCommunicator; in addition to
MaxCommunicator features, also provides call statistics, call wrap up with data entries,
workgroup login/logout with reason codes and agent ready/not ready status.
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.
In the MAXCS ACM version, the following features are available:
Color coded priority in queue
•
• Change caller's priority
• Record agent's conversation with indicator
AltiReport - application that can report an agent's and workgroup's operation details,
including summary, analysis, and charting.
Advanced CallRouter - a call handling application that matches incoming call data or
collected digits against a customer's CRM record to determine how to route the call. It
has the capability to set call priority and caller's skill level requirement.
MAXCS ACM 6.7 Administration Manual 15
System Features