AltiGen comm ACM 5.1 manual Automatic Call Distribution Features

Chapter 1: Overview

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 - 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 - 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 - 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 - 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.

AltiWare ACM 5.1 Administration Manual 11