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AltiClient Manual 35

Using AltiAgent

• DNIS—DNIS digits collected, if available

• Memo—a note attached to the call. Use the Memo buttontoopena

window to create a note.

Viewing Workgroup Statistics

Click the Workgroup tab to open the Workgroup window and view

statistics on workgroup activity for the monitored workgroups.]

Figure 20. Workgroup Agent Workgroup Window displaying workgroup

statistics

Most of the data is self-explanatory, but you might note the following:

•TheService Level represents the percentage of workgroup calls that

have been taken out of queue before the Threshold time has expired.

1 2 ... 40 41 42 43 44 45 46 47 48 49 50 ... 76 77

AltiClient™ 1
WARNING! 2
TRADEMARKS 2
Contents 3
CHAPTER 4 4
CHAPTER 5 4
AltiClient Manual iii 5
Warranty 7
How to Obtain Service 8
Effect of State Law 9
Sales Outside the U.S.A 9
Overview 11
Installation 11
Procedures 12
Installation and Setup 12
Uninstalling AltiClient 13
ACT!/GoldMine® Support 14
QuickNet Integration 14
Getting Started 15
6 AltiClient Manual 16
Figure 1. Logging in 16
AltiClient Manual 7 17
IP Extensions Using QuickNet 18
Hiding or Exiting AltiClient 19
Call States 20
Error Messages 21
14 AltiClient Manual 24
AltiClient Manual 15 25
Workgroup Login 26
About the Main Window 27
Call Handling 28
AltiClient Manual 19 29
Figure 4. The Dial button 29
Dialing By Number 30
Placing Calls on Hold 31
Using Call Waiting 32
Transferring Calls 32
Sending Calls to Voice Mail 33
Transferring to Attendant 33
Conferencing Calls 34
AltiClient Manual 25 35
Recording Calls 36
Recording on Demand 38
AltiAgent Options 39
Viewing Caller Data 40
AltiClient Manual 31 41
Figure 16. Add URL dialog box 41
Figure 17. Caller Data window 41
Monitoring 42
Reading the Monitor List 43
Calling or Picking Up Calls 43
Viewing the Call History 44
Viewing Workgroup Statistics 45
Viewing Queues 46
Applications 47
38 AltiClient Manual 48
Logging In 49
40 AltiClient Manual 50
Viewing Group Statistics 51
Switching Workgroup Views 52
Viewing Agent Statistics 53
To change the display: 54
Viewing Agent Current Status 55
46 AltiClient Manual 56
Figure 6. Caller ID field 56
Listening In 57
Viewing the Queues 58
Operation Notes 59
50 AltiClient Manual 60
Apply Button and OK Button 61
General Information 62
Record Type 63
Voice Mail Play Options 63
Accessing Databases 63
54 AltiClient Manual 64
AltiClient Manual 55 65
One Number Access (ONA) 67
58 AltiClient Manual 68
Using a Password 69
Message Notification 70
AltiClient Manual 61 71
Station Speed Dialing Setup 72
System Speed Dialing 73
64 AltiClient Manual 74

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