Altigen Advanced Call RouterTM Manual de usuario descargar pdf (Pagina 9)

AltiGenIP‐PBXFeature

Overview



AdvanceCallDistribution

Features



Advanced Queue Management Application ‐ enables

advancedqueuingoptions:

• One‐levelAAmenuselectionfromqueue

• Advanced queue overflow for configuration of

overflowconditionsandactions



AfterHoursHandlingforWorkgroups‐aworkgroupcanbe

assigned a Business Hours Profile through

MaxAdministrator.Also,afterhoursroutingdecisionscan

be

configured for each day of the week. When a call is

forwarded to this workgroup after hours, the call is routed

automatically,basedon theroutingdecision for thatdayof

theweek.



Agent Login/Logout ‐ allows huntgroup/ workgroup

memberstologinandoutofagroupso

thatincomingcalls

bypass the workgroup member (agent) who has logged out

andthecallisautomaticallyroutedtootherloginagents.



Agent LogoutReason Codes ‐ allows a workgroup member

to enter a reason code when signing off. Up to 20 reason

codesmaybedefined.



AgentSetto

NotReadyWhenRNA‐whenaworkgroupcall

rings an agent and is not answered, this feature

automaticallysetstheagentstatetoNotReady.



AgentAutoLogoutWhenRNA‐whenaworkgroupcallrings

anagentandisnotanswered,thisfeatureautomaticallysets

theagentstateto

Logoutforthatparticularworkgroup.



CallQueuing‐ placescaller ina queue to waituntil an ACD

groupmemberbecomesavailable.



Call Queue Announcement ‐ before a call enters a

workgroupqueue,thesystemannouncestheexpectedwait

timeorcallqueuelengthtothecaller.



CalltoQueue

Alert‐agentscanbealertedviaabeepanda

screenpopwhenacallenterstheworkgroupqueue.



DistinctiveRingingforWorkgroup Calls‐allows workgroup

incoming calls to use a different ringing cadence from

normalcalls.



Inter Call Delays ‐ can be used  to set delays before the

system sends the next call to an extension after the agent

finishes an outbound call or other non‐workgroup call

activity.



reboot ‐ all group members can be set to the “Login” or

“Logout” state at system startup or reboot. By default,

groupmembers

aresetto“KeepLoginStatus.”



Multiple Queue Announcements  ‐ allows each group to

haveitsownsetofuniqueaudioannouncements.Uptofive

announcements can be configured for each group. The

intervalsbetweenannouncementscanalsobeconfigured.



Multiple Workgroup Membership ‐ allows each extension

tobelongto

multiplegroups.Thesystemcanbeconfigured

with a maximum of 64 groups (workgroup/hunt

groups/paginggroups).



Multiple Workgroup Log In and Log Out ‐ lets group

membersquicklyloginandoutofmultiplegroups.(#54and

#56)



Picking/Transferring Calls from Group Queue ‐ enables an

extension to pick any call

in queue using AltiAgent or

AltiConsole. AltiSupervisor is also able to transfer a

workgroup queued call to any extension, workgroup, AA,

voicemailoroutsidenumber.



PriorityQueuing‐allowsforcallsinqueuetobeassociated

with a priority. The call priority can be assigned though

Caller ID routing, DNIS routing,

 AA, or other add‐on

applications.Calldistributionisbasedonthecallpriorityand

queue time. Call priority can be escalated if queue time

exceedsacertainlimit.



Queue Announcement‐before a call is sent to a group

queue,expectedwaittimeandcallpositionareannounced.



QuitQueue

Option‐acallercanpress“#”or“0”toleavea

workgroup queue to transfer to group voice mail, AA,

extension,anothergroup,oranoperator.



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