CHAPTER 1 Overview With ACM, AltiGen has combined several separate compelling contact center productivity applications into one integrated system to handle daily voice, Internet, and email interactions. ACM is designed with an intuitive easy to use graphical user interface for your current IT staff to easily manage the system and reduce administrative costs. There is no need to learn complicated command line interfaces or manage disparate systems.
• Unified Messaging integrating voice with E-Mail and third party fax, e-mail server • Easy to use IVR with capability to answer PSTN and Web calls • Enhanced ACD • Built-in CRM screen-pop with popular applications like Goldmine, ACT, Microsoft Outlook and Microsoft CRM • TAPI (Telephony API) Service Provider • Real-time status monitoring and reporting • Call Record to Voice Mail or to external server • Data synchronization with agent and supervisor desktop applications • Local and Remote I
Overview • IVR • Line park • Group paging • Email Server • Configurable Emergency Number 1.
Key AltiContact Manager Characteristics The Quantum telephony board has 12 analog ports, eight (8) of which are voice channels, so eight ports can listen to voicemail simultaneously. Additional Quantum boards can be added to meet larger system requirements. The maximum number of Quantum boards in one system is up to 16 boards and depends on the number of ISA slots available and the selected computer platform performance characteristics. Note: AltiContact Manager does not support Quantum Rev. C/C+ boards.
Overview • Provides adaptive balance and selectable impedance • Analog and digital loop back test modes • Tip and ring reversal • FSK message lamp • 5V PCI slot is required for each Triton Analog Extension Board. — Triton Analog Trunk Board - a long form factor PCI telephony card that supports 12 trunks, available in two models: loop start/ ground start (LS/GS) and loop start (LS). Both models have the same features regarding LS. The LS/GS board is required when ground start trunks may be required.
Key AltiContact Manager Characteristics Call Center/IP PBX Features The Call Center/IP PBX features include telephone switching for making calls, answering calls, and transferring calls. For more sophisticated business applications, AltiContact Manager provides advanced features such as group call routing, multiple trunk and route access codes, scheduled call routing, and flexible call restrictions.
Overview Call Park and Pick Up - users can park calls at one station to be picked up at another station. Up to 50 calls may be parked at one station simultaneously. Calls parked to a group are protected. Only group agents or the person who parked the call can pick it up. • Call Park Ring Back Identification to Operator - when parked calls are not picked up, the operator will be rung, with call ID. • Call Restrictions - restricts users from dialing specific long distance area codes and phone numbers.
Key AltiContact Manager Characteristics • Direct Inward Dial (DID) - allows an incoming trunk call to directly access an extension without IVR intervention. Note: If your local exchange carrier provides DID service, DID calls will automatically be steered to the appropriate destination. • Directory Name Announcement - the huntgroup/workgroup agent’s directory name will be announced to the caller before the call rings to an agent.
Overview Hands Free Intercom Mode - by pressing #81 while on their speaker phone, users can receive internal calls without having to pickup the handset to answer. Hands Free Manual Answer Mode, #82, allows another version of this function. • Hop Off Calls over T1/PRI Tie Trunks - multiple AltiContact Manager systems at the same or remote locations can be linked through a T1/PRI network.
Key AltiContact Manager Characteristics Alti-Mobile Extensions—allows a regular CO connected PSTN phone, such as a home phone or cell phone, to be used to simulate a PBX office extension. The Alti-Mobile Extension has most of the PBX system’s call control and call center features. NEW • Multiple Call Waiting with Personalized Greetings - a personal queue that allows users to handle multiple incoming calls by letting callers wait in queue until the user answers the call.
Overview Personal Call Park and Pick Up - users can park calls at one station to be picked up at another station. Up to 50 calls may be parked at one station simultaneously. Calls parked to a group are protected. Only group agents or the person who parked the call can pick it up. If the user does not answer the call when it rings after the two-minute hold time, the call will be put on hold again. If the call is still on hold after two minutes, the system will ring the user again.
Key AltiContact Manager Characteristics • System Callback from IVR - allows the user to instruct AltiContact Manager to call the user at a remote location after the user logs in with extension and password. This is useful for traveling users who don’t want to accrue expensive toll charges while traveling, especially from international locations where there is no access to toll-free numbers. See “Planning is Essential” on page 11-1 for more information.
Overview — 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 ACM Admin. 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.
Key AltiContact Manager Characteristics •Dialed Digit Translation - allows the administrator to select a single dialed digit that can be assigned to route a call to any destination. First Digit Translator allows the administrator to select a single dialed digit that can be assigned to route a call to any destination. Extension Dialed Digit Translator allows predefined dialed digits by an extension to be translated into a different dialing string. In ACM 5.
Overview 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, IVR, voicemail or outside number. • Priority Queuing - allows for calls in queue to be associated with priority. The call priority can be assigned though Caller ID routing, DNIS routing, IVR, Advanced Call Router or API in AltiGen SDK.
Key AltiContact Manager Characteristics • Workgroup Call Routing - for special call handling applications, incoming calls can be routed to a group.
Overview Workgroup Monitoring - allows real-time monitoring of workgroup information—trunk state, group status, call queue status, details of group queue entries and agent status. Limited monitoring is available through a group view window in ACM Admin or remotely through AltiReach. Caller ID identifies agent calls as inbound or outbound, internal or external.
Key AltiContact Manager Characteristics • Direct Station Transfer - allows the IVR to handle all incoming calls instead of being answered by an operator. Callers can dial an extension number to reach a specific station or use the name directory to find an extension number. • Failover Routing - allows the IVR to provide a new menu path as a failover action if the Collect Digits action fails. • Multiple IVR Support - allows up to 255 editable IVR attendants.
Overview Call Forwarding from Voice Mail - users can set up Call Forwarding from within the AltiGen Voice Mail System. This allows users to set up Call Forwarding away from the office and without having to access AltiReach or AltiView. • Disable a Mailbox - voice mailboxes can be disabled so that callers cannot leave messages. This can be useful for maximizing system capacity or controlling access to phone services.
Key AltiContact Manager Characteristics • Personal/Activity Greeting - allows users to record personal and/or activity greetings in their own voice to be played when callers reach their voice mail. • Priority Delivery - allows users to determine the priority of message delivery such as normal or urgent. • Private Messaging - allows users to leave a private message in their voice mail for the expected caller.
Overview Built-in E-mail Server - a complete SMTP/POP3 email server is built into the AltiContact Manager system so that all you need is an SMTP/ POP3 email client to send and retrieve Internet email. The system allows use of alpha character-based passwords. • CallViewTM - a Web-based Java application that allows for call control using a standard Web browser to manage multiple incoming calls and view information including Caller ID, calls in queue and extension status.
Key AltiContact Manager Characteristics System Administration Features System Administration features include: • Access Restriction - allows administrators control over system user access to features and trunks. • ACM Remote Administration - a version of the AltiContact Manager Administrator application that can be installed on a Windows 2000 or Windows 2003 client computer installed and used on the LAN to remotely administer one or more AltiContact Manager systems.
Overview • Email and Voice Mail Storage - can be placed on drives other than the AltiContact Manager server. Emergency (911) Call Notification to Extension/Outside Number - when any extension dials an emergency number, the system can make calls to pre-configured extensions or outside numbers. A system can have more than one emergency number configured.
Key AltiContact Manager Characteristics Redundancy - system redundancy feature that requires two systems, a primary and secondary; the primary system is in control of all operations, which the secondary server keeps a connection with the primary server. When the primary server goes down, the secondary server takes control. NEW Important: Dataprobe A/B Switch is required to switch trunk and extension wiring to the secondary system when primary system goes down.
Overview • Work/Hunt Group Converter - used when upgrading from AltiWare OE 4.6, this tool that converts agents to non-agents, non-agents to agents, workgroups to huntgroups and huntgroups to workgroups. T1/PRI/E1 Features T1/PRI features include: ANI/DNIS Transport over T1/PRI Tie Trunks - ANI (Automatic Number Identification) and DNIS (Dialed Number Identification Service) digits for calls can be forwarded and transmitted between extensions at remote AltiContact Manager systems.
Key AltiContact Manager Characteristics • DNIS Name Display and Routing over IP Tie Trunk - allows for DNIS information to be transferred to the system when routed over IP tie-trunks. DNIS name of matched entry is displayed at AltiConsole, AltiView, AltiAgent and handset. • DTMF Remote Carriage - DTMF tones and/or digits are detected and sent out-of-band, over a reliable TCP/IP channel to the remote AltiContact Manager, to guarantee the delivery.
Overview IP Phone Service - a service that runs on the same system as AltiContact Manager, is installed together with AltiContact Manager, and connects to AltiContact Manager through enhanced AltiLink Plus protocol on behalf of AltiGen IP Phones. • IP Port Support - AltiContact Manager IP port density is increased to 120 ports. The system supports up to ten (10) Triton IP boards (120 ports) or, two (2) G.723 and two (2) G.711 (84 ports).
Key AltiContact Manager Characteristics — AltiContact Manager disconnects the voice mail session when a silence period exceeds 7 seconds during voice mail recording over VoIP. • VoIP Hop Off Call Support - allows an extension to access a T1 or CO trunk on the remote system and “hop off’ to dial an outside telephone number. This “hop off’ feature can be enabled or disabled on the remote system. Outcall restrictions for hop off calls are configurable.
Overview • AltiReach Support • AltiView/AltiView IP Extensions • Intercom • IP Extension Log In/Log Out • Conversation recording 1. Overview • Trunk recording AltiWare Applications AltiWare comes with useful applications for testing, diagnosing and operating your AltiContact Manager configuration. • AltiVR Player - voice recording playback tool that can be used by the administrator to access all voice recording data in a centralized location.
Key AltiContact Manager Characteristics Optional Add-On Software • AltiConsole™ - a personal, computer-based Attendant console connected to AltiContact Manager over a network; emulates a standard, hardware-based Attendant console through software; has the flexibility of adding new features through software without changing the hardware. In ACM 5.
Overview — Color coded priority in queue — Force agent phone to virtual (unstaffed), applies to physical extension only — Change Transfer button to Redirect button Indicator for recorded agent conversation • Alti-MSCRM - a Microsoft® .NET-connected integration tool that provides CTI integration, including screen pop capability, for Microsoft CRM. In Alti-MSCRM 2.
Key AltiContact Manager Characteristics NEW VRManager - allows administrators/supervisors to convert, schedule backup/delete, and query recorded files. Optional Add-On Products • Alti-IP 600 - AltiGen’s H.323-compliant, business telephone that provides voice communication over an IP network. In ACM 5.0A, the following enhancements have been made: — Time zone offset — Time format display — Extension speed dial directory Optional Kits • SDK 2.8.
