Installation manual

Key AltiServ Characteristics

14 AltiWare OE System Installation & Administration Manual

the number of rings configured, the system can direct the call to the

next available workgroup member. The system can also ring the

longest idle member or ring all available members. In OE 4.5, calls

encountering RNA among all agents can be automatically directed to

an alternate destination.

• Workgroup Member (Agent) Login/Logout - allows workgroup

members to log in and out of a workgroup so that incoming calls

bypass the workgroup member (agent) who has logged out and the call

is automatically routed to other active workgroup members or ACD

agents. This feature is available only to workgroup members and is

disabled through workgroup configuration. Logout does not block

direct calls to the workgroup member’s extension.

• Workgroup Logout Reason Codes - allows a workgroup member to

enter a reason code when signing off. Up to 20 reason codes may be

defined.

• Workgroup Silent Monitoring - with the Triton Resource Board,

allows a workgroup supervisor to silently monitor calls between

workgroup agents and callers.

Workgroup Barge In (enhanced) - with the Triton Resource

Board, allows a workgroup supervisor to barge into calls

between workgroup agents and callers. In OE 4.5, the

supervisor can barge in on a specific agent by entering the agent’s

extension via the telephone.

Outbound Workgroup Call Monitoring - Workgroup

supervisor can monitor agent’s inbound and outbound calls. If

an agent wants to make a personal call that is not monitored,

the agent must either log out or set the Outbound Workgroup to N/A

(if enabled in AltiAdmin).

Workgroup Queue Overflow Handling - routes incoming

calls to an alternate destination when the queue is already full,

or when incoming calls will have an unacceptably long wait

time.

Call to Queue Alert - agents can be alerted via a beep and a

screenpop when a call enters the workgroup queue.

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