User guide

Chapter 1: Overview
AltiWare ACC 5.2 Administration Manual 7
• AltiView/AltiAgent users can assign an account code to a call without putting the
caller on hold. (Release 5.2)
• Line Park enhancements in Release 5.2:
– Separation of parked-by-system and parked-by-extension timeout treatment
– The parked-by-system timeout options now include transfer to extension or
workgroup
– A parked-by-extension timeout configuration has been added: at timeout, the
system will ring back the extension that parked the call
• SIP Third-Party Devices - allows certified third-party SIP devices (for example, a
third- party IP phone) to register as an IP extension. Note: A license is required to
enable this feature for an extension. (Release 5.2)
• Auto Attendant configuration - a Play Extension Greeting option was added to the
VM-Record Message “action item.” Also, after clicking OK in the AA configuration
page, AltiWare Admin returns you to the AA Select page instead of closing the AA
configuration. (Release 5.2)
• Feature Profile changes - #90 = READY to receive workgroup calls; #91 = NOT
READY to receive workgroup calls. (Release 5.2)
Call Center New Features and Enhancements
Enhanced skill-based routing with skill level requirement support (ACM
only)
• Ability to tag Skill Level Requirement (SKLR) for a incoming call in AA, DNIS Routing,
Caller ID Routing, Advanced Call Router, and SDK
• Workgroup Queue distribution engine tries to match caller's SKLR with Agent Skill
Level. Three agent call coverage logics can be configured: Exact Match; Equal or
higher SKLR; Equal or lower SKLR
• Workgroup call coverage can be expanded beyond the SKLR, if the expansion rule is
set to increase the caller's SKLR after the caller waits in queue a specified amount
of time
Supervisor Coaching
Lets the supervisor coach the agent through a call without the other party hearing. This
feature is not supported when the agent extension connects to a Quantum extension
port or if the customer is calling over IP and the voice stream is connected directly from
a SIP device to the agent's IP phone (bypassing AltiServ).
Client Application New Features and Enhancements
AltiView/AltiAgent/AltiConsole
• With proper configuration, AltiView/AltiAgent/AltiConsole can display the following
information for a global extension in the VoIP domain: line state (idle, busy, ring,
error), extension status (DND), and activity (presence). For display only; user
cannot answer calls for the global extension. (Release 5.2)
AltiView
• Meet-Me conference scheduling, monitoring, mute, and drop capability
• Dial pad and Flash key