User guide

10 AltiWare ACC 5.1 Administration Manual
Call Queuing - places caller in a queue to wait until an ACD group member becomes
available.
Call Queue Announcement - before a call enters a workgroup queue, the system
announces the expected wait time or call queue length to the caller.
Call to Queue Alert - agents can be alerted via a beep and a screenpop when a call
enters the workgroup queue.
Distinctive Ringing for Workgroup Calls - allows workgroup incoming calls to use a
different ringing cadence from normal calls.
Inter Call Delays - can be used to set delays before the system sends the next call to
an extension after the agent finishes an outbound call or other non-workgroup call
activity.
Login/Logout/Keep Login Status on system startup or reboot - all group
members can be set to the “Login” or “Logout” state at system startup or reboot. By
default, group members are set to “Keep Login Status.”
Multiple Queue Announcements - allows each group to have its own set of unique
audio announcements. Up to five announcements can be configured for each group. The
intervals between announcements can also be configured.
Multiple Workgroup Membership - allows each extension to belong to multiple
groups. The system can be configured with a maximum of 64 groups (workgroup/hunt
groups/paging groups).
Multiple Workgroup Log In and Log Out - lets group members quickly log in and out
of multiple groups. (#54 and #56)
Picking/Transferring Calls from Group Queue - enables an extension to pick any
call in queue using AltiAgent or AltiConsole. AltiSupervisor is also able to transfer a
workgroup queued call to any extension, workgroup, AA, voicemail or outside number.
Priority Queuing (ACM only) - allows for calls in queue to be associated with a priority.
The call priority can be assigned though Caller ID routing, DNIS routing, AA, or other
add-on applications. Call distribution is based on the call priority and queue time. Call
priority can be escalated if queue time exceeds a certain limit.
Queue Announcement - before a call is sent to a group queue, expected wait time and
call position are announced.
Quit Queue Option - a caller can press “#” or “0” to leave a workgroup queue to
transfer to group voice mail, AA, extension, another group, or an operator.
Ready/Not Ready - agent can set state to “ready” (#90) or “not ready” (#91) to
inform the system whether the agent is able to receive the next call while logged in to a
workgroup.
Real Time Monitoring -
• Workgroup’s calls in queue, longest queue time, # of calls exceed service level
threshold, and service level
• Number of agents in Login, Logout, Idle, Busy, Not Ready, Wrap-up, DND/FWD, or
ERROR state.
• Workgroup and Agent’s performance summary data output to client applications.
Service Level Threshold - a time value for callers waiting in queues. The performance
statistics show when workgroup calls are queued for longer than a prescribed value.
Single/Multiple Call Handling for Workgroups - allows the workgroup administrator
to select single or multiple calls handling operation for workgroup agents when holding
a workgroup call.
Skill-Based Routing (ACM only) - this feature includes the following capabilities: