Specifications

AltiAgent Manual 1
Installation
C HAPTER 1
About AltiAgent
AltiAgent is a Windows desktop application designed to improve the
performance of workgroup and call center agents in a MAX
Communication Server ACC/ACM (MAXCS) environment.
AltiAgent allows workgroup agents to manage workgroup calls from their
computers. It allows direct access to call handling and other functions,
including the following:
• Viewing caller data (for example, IP address, account number, credit
card number, name, and so on) sent with an incoming call.
• Pushing or sending a URL or web page to a web-based call.
• Viewing and printing workgroup call data.
With AltiAgent, you can monitor workgroup-related statistics, workgroup
call pickup, and member login/logout. In addition, AltiAgent integrates
with Microsoft Outlook and Outlook Express, ACT!, and GoldMine® for
caller screen pops and dialing out from these applications.
Call information can be stored to an internal or external CDR database for
future review and analysis.
New in Release 6.0
• E.164 support for call history and return calls
• E.164 number support when dialing from Outlook
Microsoft Outlook and Outlook Express Support
AltiAgent 6.0 supports Microsoft Outlook 2003 and 2007, and Outlook
Express 5.0, allowing you to obtain phone numbers to dial from a Microsoft
Outlook Contact list. AltiAgent also lets you see the incoming calls that
have a matching record in the Contact list.
You must set up the Outlook Contacts list prior to using this feature.
A Country Code field can be configured (in the Configuration window,
General Info tab) by the local user to help convert standard international
phone numbers in Outlook to correct digit strings for MAXCS.