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Skill Setting Assignment
15-8 AltiContact Manager Administration Manual
Skill Setting Assignment
The Skill Setting window in Workgroup Configuration allows the system
administrator to define different skill workgroups and then assign different
skill levels for agents for incoming calls, which will ring the lowest
member agent first, from 1 to 9. Levels 1 to 9 can also be described as
proficiency for a skill group for an agent.
The system administrator can create skill set categories, such as “Spanish-
speaking” which can be assigned to an agent or a group. Calls can then be
queued according to the agent’s call handling knowledge—providing for
faster service and more informed answers.
The settings configured here correspond to the Skill-Based Routing option
in the Call Handling page of Workgroup Configuration (see “Setting
Workgroup Handling” on page 15-19).
Figure 4. Skill Setting window, Workgroup Configuration
To set up a skill set:
1. Select a workgroup in the Group List window.
2. Double-click an index number in the Skill Set box or highlight an
index number and click the Edit button.
- AltiContact Manager™ 1
- Version 4.6 1
- WARNING! 2
- TRADEMARKS 2
- Contents 3
- PPENDIX A 13
- PPENDIX B 13
- PPENDIX C 13
- Liability & Warranty 15
- Service Requirements 16
- Disruption of Network 17
- Seguridad 18
- Sicherheit 19
- DANGER/PELIGRO 21
- DANGER/GEFAHR 22
- ISA bus ISA bus 23
- B1 B10 B31 23
- Host Computer/Wirtsrechner 25
- UL Hardware Preparation 30
- Preparación del Equipo UL 31
- Warranty 33
- Effect of State Law 34
- Sales Outside the U.S.A 34
- Preface: About This Manual 35
- Related Publications 37
- Overview 39
- Call Center/IP PBX Features 44
- IVR Features 53
- AltiGen Voice Mail Features 54
- Internet Integration Features 56
- T1/PRI/E1 Features 59
- Voice over IP Features 60
- AltiWare Tools 63
- Optional Add-On Software 63
- Optional Add-On Products 64
- Optional Kits 64
- Operating Environment 67
- Quantum Board 68
- Triton Analog Extension Board 69
- Triton Analog Trunk Board 70
- Triton VoIP Board 71
- Triton T1/PRI Board 71
- Triton Resource Board 72
- AltiGen Board Options 73
- System Limitations 75
- Power Requirements 76
- Heat Factor 77
- Installing a Cooling Fan 77
- Betriebsbedingungen 80
- Software License Activation 87
- Registration 89
- Manual Online Registration 90
- Upgrades 91
- Lost Licenses 92
- New Installation 93
- To Begin New Installation 94
- AltiDB Backup 96
- Upgrading AltiWare OE 100
- To Begin Upgrade 101
- Software Installation 103
- License Activation and 111
- Registration Process 111
- Windows Emergency Repair Disk 127
- Systems 127
- Running ACM Administrator 128
- Changing or Adding Hardware 129
- Another Server Chassis 129
- AltiContact Manager Uninstall 130
- 3.Software 131
- Installation 131
- Getting Around ACM 133
- Administrator 133
- The Main Menu 135
- Quick Access Toolbar 135
- The View Windows 137
- Agent Extension View Window 138
- Trunk View Window 139
- Workgroup View Window 140
- Call Log View Window 141
- Setting the Refresh Interval 142
- Changing the Password 143
- System Configuration 145
- Setting General Parameters 146
- 5.System 147
- Configuration 147
- Setting a System Number Plan 148
- Accessing the Number Plan 149
- Trunk Access 151
- Feature Access 151
- IP Trunk Access 151
- Route Access 151
- Setting Business Hours 152
- Routing Calls on Holidays 153
- Editing Speed Dial Entries 156
- Locking Attacked Extensions 158
- Blocking All Outgoing Calls 158
- Restricting Tie Trunk Calls 159
- Setting up Call Reports 160
- Example: 163
- Using a Tenant Table 166
- Configuring the Tenant Table 167
- Modifying the Tenant Table 168
- Country Relevant 169
- CT-Bus Clock Configuration 170
- Announcements 172
- To play music from a file: 173
- Configuring Overhead Paging 174
- Board Configuration 175
- Configuring the Quantum Board 176
- Configuration window 178
- 6. Board 179
- LS Boards 180
- Features 182
- Port Specifications 183
- Poor Voice Quality 184
- Cannot Make a Connection 184
- Service Parameters for T1 186
- Service Order Code 187
- CSU/DSU Requirements 187
- Service Parameters for PRI 188
- Reading the Status Messages 191
- Error Message Meaning Action 192
- Reading the Statistics 193
- T1 Clocking 195
- Selecting Span Types 198
- Setting the NSF 199
- AltiGen T1Socket (RJ-48) 200
- Pin1=ReceiveRing(INPUT) 200
- Pin 2=Receive Tip (INPUT) 201
- Pin 4=Transmit Ring (OUTPUT) 201
- Pin 5=Transmit Tip (OUTPUT) 201
- Trunk Configuration 203
- 7. Trunk 205
- Quantum Trunk Properties 208
- • 600 OHMs (domestic setting) 214
- DID/DNIS 221
- #. It then waits 1 221
- Incoming Call Routing 222
- Outgoing Call Blocking 223
- Voice Mail Configuration 225
- 8.VoiceMail 227
- Creating Distribution Lists 229
- Defining a Distribution List 230
- VoIP Configuration 231
- Defining the IP Dialing Table 232
- Defining Remote Locations 233
- Setting VoIP Codecs 235
- WAN Bandwidth 239
- WAN Router Configuration 239
- Firewall Configuration 240
- Network Using NAT 240
- Private IP address 243
- Address) 245
- Figure 7. AltiWare behind NAT 247
- Figure 9. AltiWare with VPN 251
- Firewall Considerations 254
- Adding Route Definitions 261
- Editing a Route Definition 261
- Deleting a Definition 262
- 10. Out Call Routing 265
- Editing a Dialing Pattern 266
- Deleting a Pattern 266
- Example: 10-Digit Dialing 266
- Canada Countries 267
- IVR Configuration 271
- Example: IVR Planning 272
- Auto Attendant 273
- Adding IVRs 274
- Editing IVRs 275
- Configuring Menu Items 276
- Collecting Digits 278
- Figure 3. Collect digits 279
- Phrase Management 280
- Recording Custom Phrases 281
- CallCenter Configuration 283
- Caller ID Routing 284
- DNIS Routing 285
- Agent Logout Reason Codes 287
- Call Recording 288
- Agent Configuration 291
- Apply To Button 292
- Setting up Extensions 293
- Adding New Extensions 294
- Forced Account Code 296
- Setting an IP Extension 298
- Setting the Line Properties 300
- Phone Display Options 304
- Setting Up Groups 305
- Setting Wrapup Time 306
- Setting Inter Call Delay 306
- Setting the Mailbox Options 309
- Disabling a Mailbox 310
- SMTP/POP3 Setting 310
- Mail Forwarding Options 310
- Parameter Description 311
- Setting Mailbox Capacities 312
- Setting Notification Timing 315
- Enabling Message Notification 315
- Setting Answering Options 318
- Forwarding All Calls 319
- Enabling “Do Not Disturb” 320
- Handling Busy Calls 320
- Setting Call Waiting Options 321
- Handling Unanswered Calls 321
- Enabling One Number Access 322
- Disabling One Number Access 324
- Using a Password Verification 324
- Setting Up Monitor Lists 325
- Configuring a Monitor List 326
- To add members to the list: 327
- To remove members: 327
- Feature Tips 328
- What is a Huntgroup? 329
- Huntgroups vs. Workgroups 329
- Apply to Button 330
- Setting Up Huntgroups 331
- Adding a Huntgroup 332
- Setting Call Restrictions 333
- Adding or Removing Members 335
- Automatic Log In/Out 338
- Huntgroup Configuration 339
- Setting Email Options 340
- Setting Call Handling Options 345
- Setting Huntgroup Handling 349
- Group RNA Handling 349
- Workgroup Configuration 353
- Creating a Workgroup 354
- Skill Setting Assignment 360
- Setting Workgroup Handling 371
- Announce Agent Info 373
- Queue Management 374
- Queue Announcement 375
- Queue Overflow Routing 375
- Queue Quit Option 376
- Callback Interview Option 377
- Setting Up IP Extensions 379
- System Requirements 380
- AltiAdmin 381
- IP Extension Log In/Log Out 388
- Application Extension 389
- Application Extension Setup 390
- Application Failover Plan 391
- Application Information 392
- System Data Management 393
- Backing up Files 394
- Scheduling Backups 395
- Restoring Backed up Files 396
- System Report Management 397
- System Log 398
- Protocol 401
- Transport Protocols 401
- Network Address 402
- Local Address 403
- Mixed-Media Messaging 403
- Before You Begin 404
- Step 2: Setup the Router 405
- Data and Internet Integration 407
- Setting up an Exchange Server 410
- Prerequisites 411
- To verify AltiGen Services: 412
- Exchange Server Prerequisites 413
- Exchange Server Configuration 415
- Figure 12. Outlook Tools menu 419
- Figure 13. Outlook Options 419
- Figure 15. Outlook Services 420
- To Test the configuration: 421
- Enabling the Exchange Server 422
- Troubleshooting Tips 425
- To delete old profiles: 426
- To check the domain: 428
- !Microsoft 432
- 21. Data and Internet 435
- Integration 435
- About AltiReach Configuration 436
- Using AltiReach 437
- AltiWeb Components 439
- Installing AltiWeb 440
- AltiWeb Directory Structure 441
- Applet Subdirectory Files 441
- Tagging Pages for URL History 443
- Figure 6. The AltiWeb window 445
- To alter form data: 447
- Figure 8. Contact.htm page 448
- Figure 10. Customer ID window 450
- Figure 11. Product ID window 450
- Customizing Contact.htm 451
- Configuring IVR 454
- Troubleshooting 457
- Uninstalling AltiWeb 458
- AltiWeb Security 458
- Enable Real-Time Scan 459
- Using TAPI 461
- Installing TAPI Services 462
- Work/Hunt Group Converter 465
- Configuration Reader 467
- Extension Checker 468
- To use Extension Checker: 469
- MVIP Test Tool 470
- AltiDBReader 471
- DINA Manager 475
- To Install Basic Call Router: 477
- Basic Call Router 478
- Creating Customer Records 480
- Viewing Call Router History 482
- Call Route Request Data 483
- Call Route Response Data 483
- Show Monitor 484
- Call Router Advanced 485
- Creating Route Rules 489
- Show Workgroup Status 494
- Building SQL Queries 496
- Queue Announcements 497
- 25.CallRouter 499
- Testing Call Router 504
- Testing SQL Server Database 506
- CDR Data Schema 510
- Table 1: CDR Call Format 511
- Table 2: CDR Logon-Off Format 514
- Table 3: CDR Wrap-Up Format 515
- RTM Data Schema 517
- Table 4: RTM Data Format 518
- SMDR Reporting Format 523
- Extension Calls Out Format: 524
- From Extension A 524
- From Trunk B 525
- E1 R2 CAS Installation 527
- Step 2: Data Link Layer 528
- Step 3: Signaling Layer 529
- B. E1 R2 CAS 531
- Product Repair Services & 535
- Technical Support 535
- Repair and Replacement 536
- Repair Service Offerings 537
- (Standard or Advanced) 538
- Advanced Replacement Orders 539
- What You Must Do 539
- What You Will Receive 539
- How to Ship Units for Repair 539
- Terms and Conditions 540
- C. Product Repair & 541
- RMA Form 542
- Glossary 545
- Mail System 554
- Readers Comment Form 575
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