Specifications
Table Of Contents
- Preface: About This Manual
- Overview
- Key AltiContact Manager Characteristics
- Call Center/IP PBX Features
- Automatic Call Distribution Features
- IVR Features
- AltiGen Voice Mail Features
- Internet Integration Features
- System Administration Features
- T1/PRI/E1 Features
- Voice over IP Features
- Voice over IP Session Support AltiContact Manager Features
- AltiWare Tools
- Optional Add-On Software
- Optional Add-On Products
- Optional Kits
- Key AltiContact Manager Characteristics
- System Requirements
- Hardware Requirements
- System Key Requirement
- Selecting the AltiContact Manager Platform
- Minimum System Requirements
- Proper Grounding and Loop Current
- Uninterruptible Power Supply (UPS)
- Operating Environment
- AltiGen Telephony Boards
- Functional Specifications
- AltiGen Board Installation
- AltiGen Board Options
- System Limitations
- Power Requirements
- Heat Factor
- Installing a Cooling Fan
- Proper Board Handling Procedures
- Electrostatic Discharge (ESD) Warning
- Operating Environment
- Packaging for Shipment and Storage
- AltiContact Manager Conference Resource Limits
- Software Installation
- Software License Activation and Registration
- New Installation
- Upgrading AltiWare OE
- License Activation and Registration Process
- Online License Registration Procedures
- Manual Online License Registration Procedure
- Offline Registration Procedures
- Windows Emergency Repair Disk
- Installing ACM Administrator on Remote Systems
- Running ACM Administrator
- Shutting Down AltiContact Manager when Changing or Adding Hardware
- Transferring the AltiContact Manager to Another Server Chassis
- AltiContact Manager Uninstall
- Software Installation Troubleshooting
- Getting Around ACM Administrator
- System Configuration
- Setting General Parameters
- Setting a System Number Plan
- Setting Business Hours
- Routing Calls on Holidays
- Configuring System Speed Dialing
- Defining System Call Restrictions
- Creating Account Codes
- Setting up Call Reports
- Using a Tenant Table
- Country Relevant
- CT-Bus Clock Configuration
- Audio Peripheral Configuration
- Board Configuration
- Trunk Configuration
- Voice Mail Configuration
- VoIP Configuration
- Defining an IP Dialing Table
- Setting VoIP Codecs
- Network Configuration Guidelines for VoIP
- Network Configuration Guidelines for the Alti-IP 600
- Configuration Guidelines for NAT
- Firewall Considerations
- Setting up H.323 Traffic Forwarding for H.323 NAT
- Setting Up an AltiContact Manager-to- AltiContact Manager IP Network
- Out Call Routing Configuration
- IVR Configuration
- CallCenter Configuration
- Agent Configuration
- Huntgroup Configuration
- Workgroup Configuration
- Setting Up IP Extensions
- Alti-IP 600 Phone Configuration
- Application Extension Configuration
- System Data Management
- System Report Management
- Data and Internet Integration
- AltiWeb
- Using TAPI
- Tools
- Basic Call Router & Call Router Advanced
- Call Accounting Report Formats
- E1 R2 CAS Installation
- Product Repair Services & Technical Support
- Glossary
- Index
- Readers Comment Form
RTM Data Schema
A-14 AltiContact Manager Administration Manual
InCallDurati
on
Duration of incoming calls
(NumInCall), starting from the
time the agent answers a call
until the call is disconnected or
transferred out of the WG
ULONG * Calls Answered
Duration
NumOutCall All outgoing trunk and station-
to-station calls that entered
“Connected” state
short * Outgoing Calls
OutCallDurat
ion
Duration of outgoing calls
(NumOutCall); from the time
the call enters “Connected”
state until disconnect
ULONG * Outgoing Calls
Duration
NumWrapUp Number of times agent entered
Wrapup, where Wrapup lasts
from agent-set “Not Ready” to
“Ready” status
short * Wrapup
WrapUpDura
tion
Theamountoftimefor
Wrapup, where Wrapup lasts
from agent-set “Not Ready” to
“Ready” status
ULONG * Wrapup
Duration
NumCallToV
M
Count of voicemail messages short *VoiceMail
VMDuration Total duration of voicemail
messages
ULONG *VoiceMail
Duration
NumHold Count of calls holding short
HoldDuration Total duration of workgroup
hold calls
ULONG
LoginDuratio
n
The total time agent was logged
in since midnight
ULONG
LogoutDurati
on
The total time agent was logged
out since midnight
ULONG
LocalDate Date String yyyymmdd
Table 4: RTM Data Format
Database
Element
Definition Type Specification/
*CDRClientField