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Chapter 1: Overview
AltiWare ACM 5.1 Administration Manual 19
Optional Add-On Software
The following software is optional:
AltiConsole - a Windows-based Attendant console connected to AltiWare 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.
AltiView - a Windows-based desktop call control and window popup application that
interacts with the system through a CTI link and provides easy-to-use call control,
monitoring and logging capability.
AltiAgent
™
- a workgroup user version of AltiView; in addition to AltiView features, also
provides call statistics, call wrap up with data entries, workgroup login/logout with
reason codes and agent ready/not ready status.
AltiSupervisor - allows a workgroup supervisor to view an agent’s real-time activity,
login/logout an agent, view workgroup and agent operation statistics, Listen/Barge-in/
Coach agent’s conversation. In 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 priority 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 an AltiView or AltiAgent user to log in to a system as
an IP extension. IPTalk supports G.711 and G.723.1 codec only.
SuperQ - a Java-based application designed to queue and distribute calls for call centers
with workgroups located in different geographic locations or across multiple AltiGen
servers. SuperQ enables call centers to combine teams of workgroups from multiple
locations into one virtual team.
VRManager - allows administrators/supervisors to convert, schedule backup/delete,
and query recorded files.
SDK Tool Kit - offers a complete set of tools including APIs, documentation and sample
programs, to enable a developer to begin programming rapidly and efficiently. It
includes a self-installing CD-ROM containing AltiGen SDK software. Session-based
licensing is required for both Basic API and APC API interfaces.