Sistem News
April, 2003 - Telephony Edition

AltiGen Releases AltiWare 4.6
 By David Levine

One of the many benefits of the AltiGen Solution is that most new features are accomplished through simple software upgrades. Some upgrades are at a modest cost, others are free aside from Genesistems’ modest installation charge. AltiWare release 4.6 for those on 4.0 or higher is free.

What’s New for AltiWare 4.6

New E11 support for E1-PRI tested in the United Kingdom and Norway, E1 R2MF (Telmex) in Mexico, as well as a new E1 conversion template to provide E1 protocol conversions.

Voice recording to extension voice mail controlled from AltiView or AltiAgent for PCI analog extensions has been added to the base offering of AltiWare. Users can see and listen to their recorded calls from AltiGen’s AltiView or AltiAgent clients or by dialing into their voicemail.

Caller name, DNIS2 name or number and collected IVR3 digits in addition to ANI4 information now can be configured to display on analog or IP phones providing multiple call display variations to extension users of the AltiWare platforms.

Auto Attendant digit collection failure routing ensures that calls are kept connected even in the event that specified information/choices supplied does not match business requirements.

New Live Call Handling Configuration for extensions to enable presentation of complete ring cycle for all calls regardless of operator state. This new configuration supports environments where live call handling is required.

Separate Reminder Call and Message Notification configurations for independent operation for each feature.

Improved extension call restrictions with gradual privileges.

Added enable\disable setting for intercom per extension.

IP release link ties improving tie trunk utilization in multi-system and multi-site environments.

Show incoming or outgoing call direction at AltiAdmin.

Park ring back identification for Operator console.

What’s New for AltiWare 4.6 Optional Software

ActiveX controls have been added to AltiAgent and AltiView to enable quick third party screen pop or database synchronization with optional AltiView or AltiServ Contact Center Clients.

Call Router Advanced failure route attendant tree setting. Enables call router digit collection failure to be redirected to an alternative menu instead of being disconnected.

Monitor and Barge in capabilities have been added for personal calls of workgroup members regardless of logged in state.

AltiWare Contact Center Changes

AltiGen has also restructured the platform workgroup functionality and workgroup configurations in the base AltiWare. The ACD workgroup standard in prior releases has been replaced with huntgroups to simplify general business installation, configuration and training. A huntgroup is a very flexible multi extension answering solution for groups of employees that need to answer a common number supporting three call distribution types including Ring First Available, Ring Next, available, and Ring All extensions. Calls into a huntgroup where there are no employees available to answer the call will be held in a queue, hear music on hold, and will be delivered to the next employee based on the call distribution chosen.

AltiServ Contact Center (ACC) introduced in 4.6 will replace Contact Advantage (4.5) and Center (4.0) for the call center software add-on for AltiWare. AltiServ Contact Center (ACC) is a powerful contact center software module for AltiWare supporting workgroups, desktop PC clients for agents and supervisors, enhanced call routing, call distribution and detailed workgroup statistical reporting for small contact centers up to 30 agents. ACC is an easy to manage yet powerful integrated contact center solution for support, sales, or IT departments in an AltiGen AltiServ IP-PBX environment.

AltiWare 4.6 Optional Applications

  1. Call Router Advanced provides the AltiGen system a way to route incoming calls based on compound business rules or based on caller information which is contained in the separate customer business database.

  2. AltiView is a desktop PC client to provide business users call control capabilities and caller information including multiple lines, CLID, voicemail management and extension configuration. AltiView delivers incoming call information screen pop and CRM (Customer Relationship Management) integration.

  3. AltiConsole is a desktop PC client interface for operators to improve an operator’s efficiency.

  4. 30 port IP is used to expand the capacity of the 12 port IP card to 30 ports of G.711 (G.711 is used for Internal IP phones).

  5. IP Station Licenses will no longer be tracked in 4.6 therefore removed from the pricelist. IP station license were only required when exceeding 1 to 1 on IP enabled extension to IP physical port.

  6. External Logger provides detailed work group statistics via export for third party or custom reporting applications will be included with ACC in 4.6.

If you would like to schedule an upgrade to AltiWare 4.6 contact David at 585-475-9180 x215.

1 Foreign version of USA T1.

2 Dialed Number Identification Service, DNIS, allows one trunk group to service multiple applications. E.g. Two different companies on same phone system allows the operator to answer based on number called.

3 Interactive Voice Response, IVR, uses a human or synthesized voice for messaging in push button phone systems.

4 Automatic Number Identification, ANI, is a system that captures incoming caller numbers, matches the number in your computer database and matches that number with the profile of the caller. As the phone is answered a “screen pop” appears with information about the caller.

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