User guide

Overview
AltiContact Manager Administration Manual 1-31
1. Overview
— Color coded priority in queue
— Force agent phone to virtual (unstaffed), applies to physical
extension only
— Change Transfer button to Redirect button
• Indicator for recorded agent conversation
• Alti-MSCRM - a Microsoft® .NET-connected integration tool that
provides CTI integration, including screen pop capability, for
Microsoft CRM. In Alti-MSCRM 2.0, the following enhancements
have been made:
— Answering script for workgroup agents
— Search and dial buttons
— Call logging
— Data loading performance optimization
AltiReport - allows administrators to generate call center
reports for ACC/ACM 5.0A.
• CallRouter - a call handling application that uses ACM Administrator
Auto IVR and AltiAPI Data Directed Routing features to match
incoming trunk call data against customer records built using the Call
Router GUI. The Call Router Advanced license gives additional
features including dynamic searching of DNS data to match against
incoming call data, and workgroup call queue announcements. In
ACM 5.0A, the following enhancement has been made:
— Setting call priority for Advanced Call Router
• CDR Search - allows administrators to search CDR files for records
that meet selected criteria, and allows workgroup supervisors to search
both CDR files and workgroup CDR statistics. In ACM 5.0, the
following enhancements have been made:
— Workgroup CDR restructuring
— CDR Search Tool for 4.6 CDR database
— Dual external CDR database support
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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