Altigen Advanced Call RouterTM Manual do Utilizador descarregar pdf (Página 10)

AltiGenIP‐PBXFeature

Overview



Ready/Not Ready ‐ agent can set state to “ready” (#90) or

“notready”(#91)toinformthesystemwhethertheagentis

abletoreceivethenextcallwhileloggedintoaworkgroup.



RealTimeMonitoring

• Workgroup’s calls in queue, longest queue time, #

of calls exceed service level

 threshold, and service

level

• Number of agents in Login, Logout, Idle, Busy, Not

Ready,Wrap‐up,DND/FWD,orERRORstate.

• Workgroup and Agent’s performance summary

dataoutputtoclientapplications.



Service Level Threshold‐ a time value for callers waiting in

queues. The performance statistics show when workgroup

callsarequeuedforlongerthanaprescribedvalue.



Single/Multiple Call Handling for Workgroups ‐ allows the

workgroup administrator to select single or multiple calls

handling operation for workgroup agents when holding a

workgroupcall.



Skill‐Based Routing ‐ this feature includes the following

capabilities:

• Assigningskilllevelrequirement(SKLR)

tocaller

• Assigningskilllevel(SKL)toagent

• Matchingcaller’sSKLRtoagent’sSKL

• Settingskillcoverageandescalationrules



Supervisor Silent Listen ‐ allows a workgroup supervisor to

silentlylistentoacallbetweenworkgroup agentandcaller.

Personalcallscanalsobesilentlylistenedto

byaworkgroup

supervisor.



Supervisor Barge In ‐ allows a workgroup  supervisor to

barge into a call between workgroup agent and caller.

Personal calls can also be barged in to by a workgroup

supervisor.



SupervisorCoach(Whisper)‐allowsaworkgroupsupervisor

talktoaworkgroupagentwithouttheotherparty

hearing.



Queue Overflow Handling ‐ routes incoming calls to an

alternate destination when the queue reaches one of the

followingconditions:

• Callsinqueueexceeddefinedlimit

• Longestqueuetimeexceedsdefinedlimit

• Specified percentage of calls in queue with queue

timelongerthandefinedservicelevelthreshold



Workgroup activity data logging ‐ in addition to CDR data,

the following data are logged to a database during

workgroupoperation:

• Agentactivity‐Login,Logout, Not‐Ready, Wrapup,

DND/FWD,Error

• Agent’scallsummaryperworkgroup

• Agent’scallstatisticsforallworkgroups

• Workgroupoperationsummary



Workgroup Activity Monitoring

 ‐ allows real‐time

monitoring of workgroup information—group status, call

queue status, details of group queue entries, and agent

status. Activity summary is available through a group view

windowinMaxAdministrator,AltiAgent,andAltiSupervisor.



WorkgroupCallDistribution‐callscanbedistributedtothe

first available group member, or among group

 members

accordingtothefollowingoptions:

• RingFirstAvailableMember

• RingNextAvailableMember

• RingAllAvailableMembers

• RingLongestIdleMember

• RingAverageLongestIdleMember

• RingFewestAnsweredCalls

• RingShortestAverageTalkTime

• Skill‐BasedRouting



Wrapup Time ‐ allows

 a group member some time in

betweencallstowrapuponnotes,prepareforthenextcall,

orlogoutofthegroup.Thiswrapuptimeisconfigurableon

aper‐agentbasis.



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