Specifications

Key AltiContact Manager Characteristics
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the call queue for the next available member. When the first called
member fails to answer the call within the number of rings configured,
the system can direct the call to the next available workgroup member.
The system can also ring the longest idle member or ring all available
members. Calls encountering RNA among all agents can be
automatically directed to an alternate destination.
• Workgroup Member (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 active group members or ACD agents.
This feature is available only to group members and is disabled
through group configuration. Logout does not block direct calls to the
group member’s extension.
• Workgroup Logout Reason Codes - allows a workgroup member to
enter a reason code when signing off. Up to 20 reason codes may be
defined.
• Workgroup Silent Monitoring - with the Triton Resource Board,
allows a workgroup supervisor to silently monitor calls between
workgroup agents and callers. Personal calls also also be silently
monitoredbyaworkgroupsupervisor.
• Workgroup Barge In - with the Triton Resource Board, allows a
workgroup supervisor to barge into calls between workgroup agents
and callers. The supervisor can barge in on a specific agent by entering
the agent’s extension via the telephone. Calls can be monitored
regardless of login status. Personal calls also also be barged in on by a
workgroup supervisor.
• Outbound Workgroup Call Monitoring - Workgroup supervisor
can monitor agent’s inbound and outbound calls. If an agent wants to
make a personal call that is not monitored, the agent must either log out
or set the Outbound Workgroup to N/A (if enabled in AltiAdmin).
Calls can be barged-in on regardless of login status.
• Workgroup Queue Overflow Handling - routes incoming calls to an
alternate destination when the queue is already full, or when incoming
calls will have an unacceptably long wait time.
• Call to Queue Alert - agents can be alerted via a beep and a screenpop
when a call enters the workgroup queue.