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Altigen AltiServ User Manual

For altiware open edition (oe) release 4.6 and alticontact manager (acm) release 4.6
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AltiServ™

User Guide

for AltiWare Open Edition (OE) Release 4.6
and AltiContact Manager (ACM) Release 4.6
Revised 06/2003 4003-0002-4.6

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  • Page 1: User Guide

    AltiServ™ User Guide for AltiWare Open Edition (OE) Release 4.6 and AltiContact Manager (ACM) Release 4.6 Revised 06/2003 4003-0002-4.6...
  • Page 2 This is a criminal offense. Currently, we do not know of any telecommunications system that is immune to this type of criminal activity. AltiGen Communications, Inc. will not accept liability for any damages, including long distance charges, which result from unauthorized and/or unlawful use.

  • Page 3: Table Of Contents

    Phone Feature Codes ....... . 1 AltiGen Voice Mail System Quick Features ....1 Making Calls.
  • Page 4 HAPTER Using the AltiGen Mail Voice System ....23 Logging In ......... . 23 Remote Login .
  • Page 5 Private Messaging........38 AltiGen Voice Mail System Mixed-Media Messaging ..39...
  • Page 6 AltiServ User Guide...

  • Page 7: Phone Feature Codes

    ### <ext> <pwd>... Log in to voicemail at another station AltiGen Voice Mail System Quick Features #11 ..... . Greeting Menu #28 .

  • Page 8: Call Management

    #91 ..... . .Not ready to receive workgroup calls FLASH <ext> ....Transfer FLASH #40 ....Transfer to AltiGen Voice Mail System FLASH # 15 <...

  • Page 9: Hapter

    When Distinctive Ringing is enabled on your system, three different ringing cadences may be used: • Internal Call = short double rings • External Call = long single rings between long pauses • Operator Call = long single rings between short pauses AltiServ User Guide...

  • Page 10: Putting A Call On Hold

    To complete a Centrex transfer: Press FLASH, then *. Dial the second party’s number (no need to dial the prefix for trunk- line access such as 9) and either hang up or announce the call. 4 AltiServ User Guide...

  • Page 11: Conference Calls

    Once you place the handset back on-hook, the trunk line also drops and Centrex completes the transfer. Transferring Calls into the AltiGen Voice Mail System To send an outside call into the AltiGen Mail Voice system, press FLASH # 4 0. Transferring Calls Directly to a User’s Voice Mailbox To transfer a call directly into a user’s voice mail, press FLASH ## and the...

  • Page 12: Consultation

    After a time-out period—set in the AltiWare/ACM Administrator— parked calls ring the extension at which they are parked. To park calls: Do one of the following: • To park the call at the current extension, press FLASH # 31 and hang up. 6 AltiServ User Guide...

  • Page 13: System Call Park And Silent System Call Park

    24 second period before the call is routed into voice mail. To answer the call: Press FLASH to put the first call on hold and simultaneously connect to the waiting call. Press FLASH again to return to the first call. AltiServ User Guide...

  • Page 14: Multiple Call Waiting

    Before being placed in queue, the caller hears an Initial Greeting. Once in the queue, the caller hears a Subsequent Greeting every 30 seconds. You can change or customize these greetings in the AltiGen Voice Mail system at the Personal Options menu as described in “Recording Greetings” on page 29.

  • Page 15: Account Codes

    You do not need to enter an outside line access digit (e.g. 9). Hang up. The AltiWare/ACM system will call you back at the number you specified. When prompted, enter your password. At successful login, you are connected to the Auto Attendant/IVR. AltiServ User Guide...

  • Page 16: Dialing A Remote Altiware/Acm System

    6, etc., as the trunk access code using this dialing method unless the remote extension for this system is set to unknown. Note: The remote Extension Length must be always be set to None for the remote system entry, if using Hop Off Dialing. 10 AltiServ User Guide...

  • Page 17: Voice Over Ip Trunk Call Support

    IP trunk access code is 8, you must enter 81300 as the outcall number. • Message Notification • Reminder Calls • Multi-Location Conferencing • Call Park • Call Waiting • Call Forwarding • Automatic Call Distribution • Auto Attendant/IVR AltiServ User Guide...
  • Page 18 • AltiReach Support—all features accessible via AltiReach (One Number Access, Message Notification, etc.) can be used with IP trunks. Call View and Workgroup View windows also show call activities over IP trunks. • AltiView / AltiView IP Extensions 12 AltiServ User Guide...

  • Page 19: Remote Locations Ip Dialing Chart

    You can use the following chart to list the IDs and extension lengths for each remote system. IP Trunk Access Code: (e.g. 8) Remote Loc. ID Extension Length Location/Destination (Dialed Digits) (at remote location) (example) San Jose (example) Seattle AltiServ User Guide...

  • Page 20: Using Feature Codes

    Note: If the extension is a workgroup pilot number, only a workgroup agent or the person who parked the call can pick it up. 14 AltiServ User Guide...
  • Page 21 Answer Mode through the speaker phone without having to pickup the handset to answer, provided you use AltiGen's AltiView or AltiClient desktop PC application with the ‘Answer’ button to take the call—by speaker phone, handset, or headset as you prefer. The system will not automatically answer.

  • Page 22: Altigen Voice Mail System Quick Features

    AltiGen Voice Mail System Quick Features The following voice messaging features are accessible in the same way as telephone features, without having to login to the AltiGen Voice Mail System. Feature Dial Description Greeting Menu # 11 Follow the system prompts to change <pass-...

  • Page 23: Call Management

    # area code. To deactivate forwarding, press #36 again, or deactivate from within the AltiGen Voice Mail System. If you are unable to make calls within certain area codes, check with your Sys- tem Administrator for any toll restrictions placed on codes and dialing prefixes.

  • Page 24: Workgroup Features

    This can be used to end a call Wrap Up Time delay. Tells the system not to route workgroup Status Not Ready calls to this extension. a <wkgp ext> = workgroup pilot extension number. 18 AltiServ User Guide...

  • Page 25: Workgroup Supervisor Features

    Overhead Paging If available on your system, connects to the overhead broadcast device. Speak into the handset and hang up when finished. These features require a Triton Resource Board and system settings that allow monitoring and barge-in. AltiServ User Guide...
  • Page 26 “location” of a call when using the System Call Park feature. See “System Call Park and Silent System Call Park” on page 7. a <nn> = 2-digit num; <phone number> = extension or complete phone number, including trunk or route access code 20 AltiServ User Guide...

  • Page 27: C Hapter

    If a call is placed on hold at the Operator’s desk, subsequent calls to the Operator can be routed to the next extension in a queue, sent to a voice mail (the General Mailbox), or placed into a new queue. Be sure to fully understand your organization’s customized call processing procedures. AltiServ User Guide...

  • Page 28: Operator Off-Line

    To activate this feature, press #39. When it’s active, you can deactivate it also by pressing #39. Outside Call Blocking You can block access to all outside lines by pressing #38. Pressing #38 a second time restores the system to its normal outside calling status. 22 AltiServ User Guide...

  • Page 29: Hapter

    Feature Tips Each time you login to the AltiGen Voice Mail System, you hear a Feature Tip—helpful tips and reminders of the most useful features for optimal use of the AltiWare/ACM system. See “Feature Tips” on page 33 for more information on this feature as well as instructions on how to enable/disable this feature.

  • Page 30: Remote Login

    (such as the operator) must transfer you into the AltiGen Voice Mail System. There are two ways to transfer users into AltiGen Voice Mail System: • Normally, anyone in the office is able to send an outside user into AltiGen Voice Mail System by pressing FLASH #40 while connected to the user.

  • Page 31: About Passwords

    If the Auto Attendant/IVR is not active when you want to login from a remote phone, you must have the operator or any other internal user transfer you into AltiGen Voice Mail System. There are two ways to transfer users into AltiGen Voice Mail System: •...

  • Page 32: Altigen Voice Mail System Main Menu Options

    Listening to Messages If there are new messages in your voice mail box, the dial tone changes from a constant tone to a broken tone. At the Main Menu, the AltiGen Voice Mail System announces the presence of new and saved messages.
  • Page 33 5 to call the sender This is the Zoomerang feature described on page 37. Press *** to disconnect from the call and return to the AltiGen Voice Mail System. The sender’s caller ID information is automatically captured by the AltiWare/ACM system if the caller is an internal user or an outside...

  • Page 34: Sending Messages

    See “Using Distribution Lists” on page 34 for information on setting up distribution lists in the AltiGen Voice Mail System. You can also set them up in AltiView. • 02 followed by a system Distribution List number to send a message to a system distribution list.

  • Page 35: Making A Call From Within The Altigen Voice Mail System

    System You can make a call, either to another user’s extension number or to an external phone number, using the AltiGen Voice Mail System. This can be useful, for example, when you’re calling in from a remote location and want to respond to messages and make other calls, all on the same call into the AltiGen Voice Mail System.

  • Page 36: Changing Your Password

    This also applies to the Initial and Subsequent greetings described below. Changing your Password To protect your voice mail system, memorize your password without writing it down. Change your password frequently, and change it any time you suspect it has been compromised. 30 AltiServ User Guide...

  • Page 37: Using Message Notification

    If the system is unable to reach you for Message Notification or Reminder Calls, it will play “Attempts to reach you earlier were unsuccessful” the next time you login to the AltiGen Voice Mail System. Also, the system cannot reach you at an outside location if there are no trunk lines available when the system attempts to make the call.

  • Page 38: Using Reminder Calls

    For example, you can have the AltiGen Voice Mail System call you at home tonight to remind you to bring a file to work the next morning! Note: The delivery number used by Reminder Call is the same as the one used by the Message Notification function.

  • Page 39: Call Forwarding

    Feature Tips Each time you login to the AltiGen Voice Mail System, you hear a Feature Tip—helpful tips and reminders about the most useful AltiWare/ACM system features. There are a total of eleven tips and a different tip is played each time you access the AltiGen Voice Mail System.

  • Page 40: Using Distribution Lists

    • 02, followed by a System Distribution List number. The system reads back the entry to you, and you press # to save or * to cancel the entry. Repeat the previous two steps until you’ve added all the list members. 34 AltiServ User Guide...
  • Page 41 Personal Options menu, press 7 to access the Distribution Lists menu, then… Press 4 to Review a distribution list. When prompted, enter a 2-digit number to identify the list. The system reports the list members one by one. AltiServ User Guide...

  • Page 42: Log On/Off Ip Extension (Dynamic Ip Addressing Only)

    For the Alti-IP 600 phone, use #27 to log on to the AltiWare/ACM system and #26 to log off. Do not use voicemail to login. For non-AltiGen IP phones (Polycom, Siemens, etc.), use voicemail to login: • After pressing 4 at the Main Menu to hear the Personal Options menu, press 8 to log on or off an IP extension.

  • Page 43: Dynamic Messaging

    AltiGen Voice Mail System (like a boomerang). For example, this feature can allow a traveler to return calls for all messages with one call into the AltiGen Voice Mail System from a cellular phone.

  • Page 44: Private Messaging

    Press *** to disconnect from the call and return to the AltiGen Voice Mail System. The Caller’s Options After leaving a message, the caller can simply hang up or press # for the following options. • * to re-record the message •...

  • Page 45: Altigen Voice Mail System Mixed-Media Messaging

    Accessing AltiGen Voice Mail System Mixed-Media Messages In order to access your AltiGen Voice Mail System either in the office or remotely via the Internet, you must configure your email client application (e.g., Netscape Navigator 2.0 and beyond, Eudora, etc.) to recognize your AltiWare/ACM server.
  • Page 46 Get Mail. Be sure to enter your email password when prompted. Retrieving Messages To retrieve messages using your multi-media computer: Configure your email application (see “Accessing AltiGen Voice Mail System” above). Click on the “Get Mail” icon. All new messages, whether read or unread, are stored in the Inbox folder.
  • Page 47 Send an audio attachment with or without a text message by lifting the handset off-hook and dialing # 0. As instructed by the AltiGen Voice Mail System, press 2 to record a new audio attachment. After you have finished, press # and either hang up or press 1 to listen to, 2 to re-record, or 3 to delete the audio attachment.
  • Page 48 42 AltiServ User Guide...

  • Page 49: Hapter

    Web browser. It provides an easy-to-use interface and is accessible from any location that has an Internet connection. Logging In Users can access AltiReach Call Management by using any popular browser. To use the CallView function, the browser must be Java capable. AltiServ User Guide...

  • Page 50: The Main Menu

    Figure 1. AltiReach Login page The Main Menu After login, you arrive at the main menu, which provides access to the following functions: • Call Management • Station Speed Dialing • CallView—a view of extension activity • One Number Access 44 AltiServ User Guide...
  • Page 51 • Message Notification Figure 2. AltiReach Main Menu The remainder of this chapter describes these functions. AltiServ User Guide...

  • Page 52: Setting Call Management

    Forwarding to a Pager Not Recommended Forwarding calls to a pager is possible but not recommended since callers will only hear what is heard when calling a pager and might not know to enter a return phone number unless instructed. 46 AltiServ User Guide...
  • Page 53 Select the Forward Email check box, and type in the email address to which to forward the mail. Choose whether you want the original address’s mail to be deleted, treated as new, or treated as read and saved mail after it is forwarded. AltiServ User Guide...

  • Page 54: One Number Access (Ona)

    ONA forwarding numbers you specify. — Enable Call Forward must be disabled. Otherwise, all calls will be forwarded according to this setting. See “Setting Call Management” on page 46 for details on these set- tings. 48 AltiServ User Guide...
  • Page 55 You can use a Caller ID Verification field to enter a password number such as “5555” so that a caller who knows this password can use ONA to find you, regardless of where they are calling from. Tell the AltiServ User Guide...
  • Page 56 Forwarding Numbers. Therefore, if you want ONA to use such an option as a “last resort,” it should be Forwarding Number 4. 50 AltiServ User Guide...
  • Page 57 Figure 5. One Number Access Setup bottom of page AltiServ User Guide...

  • Page 58: Message Notification

    Message Notification lets you set up how you’d like to be alerted to new messages when you’re away from your desk. You can also set up Message Notification through the AltiGen Voice Mail System. See “Using Message Notification” on page 31 for more information on this feature.

  • Page 59: Station Speed Dialing Setup

    1 and area codes must precede the phone number. Station speed dial numbers are also set up by using the #25 feature code on your phone set, as described in “Other Features” on page 19. Figure 7. Station Speed Dialing setup AltiServ User Guide...
  • Page 60 54 AltiServ User Guide...

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