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Overview
AltiContact Manager
software multi-channel IP Contact Center platform targeted at the formal
small to midsize contact center market of 10-500 agents. The product is
designed to provide contact centers with the essentials to service, respond
and track performance of contact professionals. Since AltiContact
Manager, or ACM, is IP-enabled and modular, call-centric businesses are
protected against growing out of their investment. ACM software's easy to
use graphical user interface for business and contact center professionals is
designed to increase overall productivity.
With ACM, AltiGen has combined several separate compelling contact
center productivity applications into one integrated system to handle daily
voice, Internet, and email interactions. ACM is designed with an intuitive
easy to use graphical user interface for your current IT staff to easily
manage the system and reduce administrative costs. There is no need to
learn complicated command line interfaces or manage disparate systems.
Companies now can deploy a VoIP enabled contact center solution in days
versus months.
The basic AltiContact Manager software comprises:
•
AltiContact Manager Platform
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ACM Software
•
1 Agent seat
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1 AltiAgent Client session
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1 AltiView session
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Industrial Chassis Intel 2.0 GHz Pentium IV
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Centralized administration with easy-to-use GUI
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Skills-based routing among 8 different call distribution choices
•
Priority queuing
•
An integrated IP or traditional PBX with voicemail for both extensions
and voicemail
is AltiGen's new powerful turnkey, hardware/
™
AltiContact Manager Administration Manual
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Related Manuals for Altigen AltiContact Manager
Summary of Contents for Altigen AltiContact Manager
- Page 1 With ACM, AltiGen has combined several separate compelling contact center productivity applications into one integrated system to handle daily voice, Internet, and email interactions. ACM is designed with an intuitive easy to use graphical user interface for your current IT staff to easily manage the system and reduce administrative costs.
- Page 2 Enhanced Call Forwarding • Group Call Distribution • Enhanced call routing by several categories • Huntgroups/Workgroups • Queue announcement • Queue quit option AltiContact Manager also includes the following IP PBX features: • Voice Mail 1-2 AltiContact Manager Administration Manual...
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Page 3: Key Alticontact Manager Characteristics
• IP Extensions The AltiContact Manager computer telephony platform is built by installing one or more AltiGen boards into full-size ISA/PCI slots of a Windows 2000/2003 Server and then installing the associated AltiWare software. ACM Platform chassis and AltiGen Quantum and Triton boards may also be added and must be installed into PCI slots. - Page 4 (8) T1/PRI lines (192 digital trunks). • Tone detection (fax, modem, voice) available. — Triton Analog Extension Board - a PCI bus telephony board that supports 12 analog extensions per board. 1-4 AltiContact Manager Administration Manual...
- Page 5 Applications Programming Interface (TAPI) 3.0. AltiContact Manager supports a complete TAPI service provider that accepts first party call control (such as AltiView, AltiAgent, and AltiSupervisor) and the third party client-server call control (such as call routing applications). AltiContact Manager Administration Manual...
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Page 6: Call Center/Ip Pbx Features
Call Forwarding can be set up either at the source extension or at the destination extension on the system (Remote Call Forwarding). There is 10 hop limit on forwarded calls. 1-6 AltiContact Manager Administration Manual... - Page 7 Requires a voice recording license. • Dial Last Caller - allows user to dial the last caller. • Hands Free Mode - allows user to leave handset off-hook without having to hear the dial tone. AltiContact Manager Administration Manual...
- Page 8 • Hands Free (Manual Answer) Mode - by pressing #82, allows an AltiView user to leave handset off-hook without having to hear the dial tone. All calls can be answered from an AltiView GUI. 1-8 AltiContact Manager Administration Manual...
- Page 9 99 groups supported. Parked calls can be picked up using #51. • Live Call Handling—allows an extension user to hear ringback tone when the called party is in voice mail, paging, transfer, or conference state. The call is shown as “ringing” in AltiConsole. AltiContact Manager Administration Manual...
- Page 10 Overhead Paging - allows the use of voice paging over an internal public address system. • Overhead Paging by Trunk - allows the use of voice paging or broadcasting through a trunk without checking call progress. 1-10 AltiContact Manager Administration Manual...
- Page 11 Up to 20 station speed numbers can be programmed for each extension. For easy programming, AltiWare uses friendly voice prompts to guide extension users to program their station speed dial numbers. AltiContact Manager Administration Manual 1-11...
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Page 12: Automatic Call Distribution Features
See “Planning is Essential” on page 11-1 for more information. • Transfer to AltiGen Voice Mail System - allows anyone in the office to send an outside user into the AltiGen Voice Mail System by pressing FLASH # 40 while connected to the user. •... - Page 13 Configurable Call Wrapup Time - allows a group member some time in between calls to wrap up on notes, prepare for the next call, or logout of the group. This wrapup time is configurable on a per-member basis. AltiContact Manager Administration Manual 1-13...
- Page 14 If an agent wants to make a personal call that is not monitored, the agent must either log out or set the Outbound Workgroup to N/A (if enabled in AltiAdmin). Calls can be barged-in on regardless of login status. 1-14 AltiContact Manager Administration Manual...
- Page 15 Priority Queuing - allows for calls in queue to be associated 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”...
- Page 16 This feature is available only to group members and is disabled through group configuration. Logout does not block direct calls to the group member’s extension. • Workgroup Membership - groups can have up to 128 members. 1-16 AltiContact Manager Administration Manual...
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Page 17: Ivr Features
(digit or text). Third party applications can be used to route incoming calls based on caller information. • Digit Collection - caller can be prompted to enter numbers, which are then collected and used for routing the call. AltiContact Manager Administration Manual 1-17... -
Page 18: Altigen Voice Mail Features
It allows greater accessibility, faster reply time between parties, and reduces the frustration of telephone tag. The AltiGen Voice Mail System is described in the AltiServ User Guide. A summary of voice messaging features include the following: •... - Page 19 • Making a Call from the AltiGen Voice Mail System - allows users to make a call from within the AltiGen Voice Mail System by pressing # at the Main Menu and entering the external phone number. This is especially useful while traveling where users can respond to all messages and make other calls not associated with a message, all with one call into the AltiGen Voice Mail System.
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Page 20: Internet Integration Features
Mail System prompt the system to automatically call the party who left the message, and then return to the AltiGen Voice Mail System to continue checking messages, all in a single call into the AltiGen Voice Mail System. If the caller ID information is not captured, the user may enter the “call back”... - Page 21 The user can record a voice message using a telephone handset or microphone on a multi-media PC and attach it to the AltiGen Voice Mail System for delivery to an internal user (LAN) or an external user (internet) who can listen to it from the PC. The recipients of the AltiContact Manager system also have the option of listening to annotated messages from the handset.
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Page 22: System Administration Features
• E-911 Calling Support - allows an administrator to designate a number of trunks (Quantum Analog, Triton Analog, or PRI) for dedicated E-911 use. CAMA trunks are supported by Quantum analog and Triton analog trunks. 1-22 AltiContact Manager Administration Manual... - Page 23 AltiLink Plus for 1 to 24 hours to prevent password intrusion. Applies to login from AltiView, AltiAgent, AltiSupervisor, AltiConsole, CDR Search, Advanced Call Router and 3rd party applications base on AltiGen SDK. • IVR Configuration File - lets you export your complete IVR configuration to an html file.
- Page 24 Each distribution list can have up to 64 entries, and each entry can be another distribution list. • Voice Mail Alert - An announcement can be sent to Voice Mail when the email server disk is full. 1-24 AltiContact Manager Administration Manual...
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Page 25: T1/Pri/E1 Features
• Board ID Support - The board ID of the Triton IP board is displayed in the ACM Administrator board window. This can be used to relate a Triton VoIP board to a hardware board. AltiContact Manager Administration Manual 1-25... - Page 26 IP extensions. IP Extension Auto Failover - when an IP extension is unreachable, the system will automatically fail over to a configured physical extension, which includes Alti-Mobile Extensions and office extensions. 1-26 AltiContact Manager Administration Manual...
- Page 27 This queue is adjustable to accommodate different network environment characteristics. • PCM-based Music File - A pre-recorded music on hold file (AltiGen PCM format) for IP ports can be played. • IP Group Paging - allows the use of group voice paging to Alti-IP 600 phone users in a group.
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Page 28: Voice Over Ip Session Support Alticontact Manager Features
• System Call Back • Calling Out from Voice Mail • Zoomerang • Dial Last Caller • Speed Dialing • Call Accounting • Caller ID • Voice Mail • MS Exchange Integration • AltiConsole Client Support 1-28 AltiContact Manager Administration Manual... -
Page 29: Altiware Applications
— AltiGen Extension Phrases Replication Service — to connect to each system. • AltiPCM - a program to convert PCM wav file to AltiGen’s PCM- based phrases or music on hold files. AltiContact Manager Administration Manual... -
Page 30: Optional Add-On Software
In ACM 5.0A, the following enhancements have been made: — refer to AltiView 5.0A features list • AltiSupervisor - provides workgroup statistics, silent monitoring ™ and barge-in features. In ACM 5.0A, the following enhancements have been made: 1-30 AltiContact Manager Administration Manual... - Page 31 SuperQ - a Java-based application designed to queue and distribute calls for call centers with workgroups located in different geographic locations or across multiple AltiGen servers. SuperQ enables call centers to combine teams of workgroups from multiple locations into one virtual team.
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Page 32: Optional Add-On Products
It includes a self-installing CD- ROM containing AltiGen SDK software. Session-based licensing is required for both Basic API and APC API interfaces. In AltiGen SDK 2.8, the following enhancements have been made: — Queue Management APIs —...