Optional Add-On Software - Altigen AltiWare ACC 5.1 Administration Manual

Optional Add-On Software

The following software is optional:
AltiConsole - a Windows-based Attendant console connected to AltiWare 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.
AltiView - a Windows-based desktop call control and window popup application that
interacts with the system through a CTI link and provides easy-to-use call control,
monitoring and logging capability.
AltiAgent - a workgroup user version of AltiView; in addition to AltiView features, also
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provides call statistics, call wrap up with data entries, workgroup login/logout with
reason codes and agent ready/not ready status.
AltiSupervisor
login/logout an agent, view workgroup and agent operation statistics, Listen/Barge-in/
Coach agent's conversation. In ACM version, the following features are available:
Color coded priority in queue
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Change caller's priority
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Record agent's conversation with indicator
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AltiReport (ACM only) - application that can report an agent's and workgroup's
operation details, including summary, analysis, and charting.
Advanced CallRouter (ACM only) - 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.
CDR Search - a call reporting tool that allows administrators to search CDR files for
records that meet selected criteria, and allows workgroup supervisors to get workgroup
CDR statistics.
IPTalk - an IP softphone to allow an AltiView or AltiAgent user to log in to a system as
an IP extension. IPTalk supports G.711 and G.723.1 codec only.
SuperQ (ACM only) - 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.
VRManager (ACM only) - allows administrators/supervisors to convert, schedule
backup/delete, and query recorded files.
SDK Tool Kit (ACM only) - offers a complete set of tools including APIs, documentation
and sample programs, to enable a developer to begin programming rapidly and
efficiently. It includes a self-installing CD-ROM containing AltiGen SDK software.
Session-based licensing is required for both Basic API and APC API interfaces.
- allows a workgroup supervisor to view an agent's real-time activity,
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Chapter 1: Overview
AltiWare ACC 5.1 Administration Manual 17