AltiGen MAXCS 7.0 AltiConsole - Manual (Page 12)

8 AltiConsole Manual
• The Dial Pad provides answering and dialing functions. The Dial Pad
is disabled in certain circumstances, for example, when you’re
connected to a call and haven’t taken some action to place it on hold.
• The Roll Back button, unique to AltiConsole, has a “cancel and
return” function. For example, clicking it will drop a Supervised
Transfer or Conference Call attempt and reconnect the original call.
• The Call Handling buttons provide options such as conferencing,
transferring, hold, and park.
• The Setup button opens the AltiConsole Setup dialog box, and the
Help button opens online help.
• The right portion of the AltiConsole window shows a detailed view of
different activities, each represented by a tab. These views are
described in the subsequent sections.
If AltiConsole is logged on with the Monitor group call queue
option selected, it will also show a group waiting call queue in the
lower right pane.
Note: To be able to monitor a group queue, the Operator must be an
agent and belong to the group.
You can pick up a workgroup queued call from the Group Call Queue
window by clicking on the call or you can park your current call to
accept the first available call in the group’s queue. If you are a member
of multiple groups, you can also specify which groups to monitor. For
details, see “Group Setup” on page 35.
Note: In order to use this feature, your system administrator must
have checked the Allow Agent to Pick up Call from
Workgroup Queue setting.
You cannot pick up a hunt group call from AltiConsole.
Busy Lamp Field View (BLF tab)
The panel at the right side of the main window contains four tabs. The first
tab is BLF, or Busy Lamp Field. This display lists only physical
extensions in the MAXCS system.