Specifications

90 CDR Manual
• The structure of user data is an array or buffer of name-value pairs. You can
have as many pairs as you wish, but the total buffer is only 128 bytes long. A
name-value pair is your own field name followed by the field value. Each
name-value pair is separated from others by an @ character.
• User data can be loaded into messages sent to the system via AltiGen’s
ActiveX control, AltiX.
• User Data can be received within messages sent by AltiServ to an external
application via the auto-attendant DDR step and received by an application
using AltiGen’s ActiveX control, AltiX.
• User data is preserved when calls are transferred between extensions, and
between extensions across multiple AltiWare systems.
• User data is useful for screen pops and automated processing application.
The customer needs to employ a system integrator in order to implement the use of
User Data.
V
VM Box Extension - The voice message mailbox is an extension number where
calls are sent to leave messages. VM box extensions are used for workgroups in call
centers as well as the standard uses for individuals.
VM Start Time - The time a call enters the voice mail system to potentially record
amessage.
W
WorkGroup - The workgroup is an extension representing a collection of
individual extensions, such that each of these individual extensions can service a
call arriving at the workgroup extension number. If none of these extensions is
available at the time a call arrives, then the call is queued for this particular
workgroup—a workgroup queue.
In the call center sense, the workgroup can be configured for longest available agent
queuing.
Wrapup Duration - The amount of time an agent takes to handle transaction
information on another system or on paper after handling a caller. Once the caller
disconnects, the agent's phone can be configured to be “unavailable” to the
workgroup queue for a fixed or variable period of time even though the agent's
extension is still signed onto the queue. This allows the agent time to wrapup.
The wrapup time can be a fixed number of minutes after which the agent is forced
back into taking calls, or it can be variable, controlled by AltiAgent, where the agent
“releases” their phone for the next call. The settings can be designed to allow agents
to control the wrapup time until a limit occurs (the fixed time).