User guide

Overview
10 AltiWare OE System Administration Manuall
Workgroup Barge In - with the Triton Resource Board,
allows a workgroup supervisor to barge into calls between
workgroup agents and callers.
CDR Search - an optional add-on application that allows
workgroup supervisors to search CDR files and workgroup
CDR statistics for records that match selected criteria.
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.
Automated Attendant Features
The Auto Attendant features provide quick and courteous processing of all
incoming calls. An Auto Attendant can be configured to serve as a primary
Attendant or as a backup to a receptionist.
Auto Attendant features include:
• Dial by Name - allows a caller that does not know your extension
number to spell your name using the telephone key pad. The system
will search the Directory and make a match on the name to connect the
caller to the intended party’s extension.
• Direct Station Transfer - allows the Auto Attendant to handle all
incoming calls in lieu of being answered by an operator. Callers can
dial an extension number to reach a specific station or use the name
directory to find an extension number.
• Nine-level Programmable Menus - allows multiple levels of
recorded menu options for specific routing of calls.
Multiple Attendant Support - allows up to 255
programmable Auto Attendants.
• Name Directory Service - allows callers to hear a list of employees
and their extension numbers.
• Programmable Time-Out Handling - allows the administrator to
select the action the system should take if there is no digit detected by
the caller within specified seconds.
• Schedule-Based Call Processing - routes calls differently for
different times of the day.