Automatic Call Distribution Features - Altigen AltiWare ACC 5.1 Administration Manual

Personal Call Park and Pick Up - users can park calls at one station to be picked up
at another station. Up to 50 calls may be parked at one station simultaneously. Calls
parked to a group are protected. Only group agents or the person who parked the call
can pick it up.
Single Call Waiting - allows users to put an existing call on soft hold and take a second
call upon hearing a Call Waiting tone. The user can then alternate between the two calls.
Station Log In/Log Out - enables system users to move an extension number from
one station to another, or deactivate an extension.
System and Station Speed Dial- allows programming of frequently used telephone
numbers for speed dialing. Up to 60 system speed numbers can be programmed. Up to
20 station speed numbers can be programmed for each extension.
System Backup and Restore - allows back up of configuration data and voice mail
boxes, based on a configured schedule.
Transfer Caller to AltiGen Voice Mail System - allows user to transfer outside caller
into the AltiGen Voice Mail System by pressing FLASH # 40 while connected to the
caller.
Transfer Caller to AA - allows a user to transfer a call to an AA by pressing FLASH
#15 and then the 2- or 3-digit AA number.
Virtual Extensions - an extension that is not associated with a physical port, but allows
access to the AltiGen Voice Mail System features and telephone sharing.
Workgroup Call Pickup - allows agent or supervisor to pick up a specific call in queue.
Multi-lingual Support (ACM only)- Supports multiple sets of system and custom
language phrases. Up to 9 different sets of language phrase can be configured. A
language preference tag can be assigned to the extension user or selected by the
incoming caller. The system plays the specified language when the extension user
accesses system features or the external caller reaches a voice mail box.

Automatic Call Distribution Features

Automatic call distribution (ACD) features include:
Advanced Queue Management Application (ACM only) - enables advanced queuing
options:
One-level AA menu selection from queue
•
Advanced queue overflow for configuration of overflow conditions and actions
•
After Hours Handling for Workgroups (ACM only)- a workgroup can be assigned a
Business Hours Profile through AltiWare Administrator. Also, after hours routing
decisions can be configured for each day of the week. When a call is forwarded to this
workgroup after hours, the call is routed automatically, based on the routing decision for
that day of the week.
Agent Login/Logout - allows huntgroup/ workgroup members to log in and out of a
group so that incoming calls bypass the workgroup member (agent) who has logged out
and the call is automatically routed to other login agents.
Agent Logout Reason Codes - allows a workgroup member to enter a reason code
when signing off. Up to 20 reason codes may be defined.
Agent Set to Not Ready When RNA (ACM only) - when a workgroup call rings an
agent and is not answered, this feature automatically sets the agent state to Not Ready.
Agent Auto Logout When RNA - when a workgroup call rings an agent and is not
answered, this feature automatically sets the agent state to Logout for that particular
workgroup.
Chapter 1: Overview
AltiWare ACC 5.1 Administration Manual 9