AltiGen MAXCS 7.0 Update 1 ACM Administration - Manual (Page 39)

Enhancements Included in Release 6.0
MaxCS 7.5 Administration Manual 23
update notice from Enterprise Manager to change the routing destination.
Global DID Number List - The DID number field is part of the global extension configuration. When a
call comes in with a DID number, the system looks for a local extension with the same DID number first.
If the system cannot find a matching local extension, it will match the global extension DID number and
route the call.
Global Extension Appearance - With proper configuration, the IP phone user can see the following
information for a global extension in the VoIP domain: line state (idle, busy, ring, error), extension status
(DND), and activity (presence). This information can be displayed in MaxCommunicator/MaxAgent/Alti-
Console and on the IP phone. Limitation: For display only; user cannot answer calls for the global exten-
sion.
Global Intercom - An extension user can dial #93 + Global Ext. to intercom a Global extension (through
a SIP tie trunk.
Optional Add-On Software
The following software is optional:
AltiConsole - a Windows-based Attendant console connected to MAXCS 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.
MaxCommunicator - a Microsoft .NET-based desktop call control and Windows pop-up application that
interacts with the system, providing easy-to-use dialing, call control, monitoring, and voice mail manage-
ment capability.
MaxAgent - a workgroup user version of MaxCommunicator; in addition to MaxCommunicator features,
also provides call statistics, call wrap up with data entries, workgroup login/logout with reason codes and
agent ready/not ready status.
MaxSupervisor - allows a workgroup supervisor to view an agent’s real-time activity, log in/log out an
agent, view workgroup and agent operation statistics, listen/barge-in/coach an agent’s conversation.
All workgroups a supervisor is monitoring are displayed in a single view, making it easy to see
what’s happening in all groups at once.
A graphical view (trend lines) displays workgroup statistics to help make better staffing decisions.
Supervisors can check workgroup voice mails without needing a separate license or needing to log
in as an agent.
In the MAXCS ACM version, the following features are available:
Color coded priority in queue
Change caller’s priority
Record agent’s conversation with indicator
AltiReport - application that can report an agent’s and workgroup’s operation details, including summary,
analysis, and charting.
Advanced CallRouter - a call handling application that matches incoming call data or collected digits
against a customer’s CRM record to determine how to route the call. It has the capability to set call prior-
ity and caller’s skill level requirement.
CDR Search - a call reporting tool that allows administrators to search CDR files for records that meet
selected criteria, and allows workgroup supervisors to get workgroup CDR statistics.
IPTalk - an IP softphone to allow a MaxCommunicator or MaxAgent user to log in to a system as an IP
extension. IPTalk supports G.711 and G.723.1 codec only.
MaxInSight - a workgroup performance application that provides call center managers and agents with
the ability to track workgroup status and performance data from a wall-mounted LCD panel or from their
PCs. MaxInSight includes the ability to see the following for single or multiple workgroups: