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Summary of Contents for Altigen AltiAgent
- Page 1 ™ AltiAgent for AltiWare Open Edition (OE) / AltiServ Contact Center (ACC) Release 5.0 and AltiContact Manager (ACM) Release 5.0 Manual Revised 05/2004 4504-0012-5.0...
- 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.
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Page 3: Table Of Contents
Resizing the Display ........9 HAPTER Using AltiAgent as a Workgroup Agent ....13 AltiAgent Manual... - Page 4 Message Notification ........49 VM Groups (Distribution Lists) ......51 ii AltiAgent Manual...
- Page 5 Index ..........57 AltiAgent Manual...
- Page 6 AltiAgent Manual...
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Page 7: Warranty
How Long the Warranty Is Effective All AltiGen Communications products are warranted for one (1) year for all parts from the date of the first end user purchase. Whom the Warranty Protects This warranty is valid only for the first end user purchaser. - Page 8 Take or ship the product (shipment prepaid) to your AltiGen distributor or to AltiGen Communications, Inc. All materials being returned to AltiGen must have an associated RMA number. RMA numbers are issued by AltiGen Customer Service and can be obtained by calling 1-888-ALTIGEN (258-4436) or faxing an RMA form to 510-252-9738, attention to Customer Service.
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Page 9: Hapter
AltiAgent 5.0 Manual • AltiAgent Session License If any of these items are missing or damaged, please contact your Authorized AltiGen dealer. Important: 4.6 client programs cannot be installed in the same PC running 5.0 client programs. Client System Requirements The client system must each meet the following minimum requirements. -
Page 10: Session Licensing And License Upgrade Procedures
Viewing of workgroup call priority • Extension password protection • Picking calls from group queue • Workgroup CDR/RTM revamping • Microsoft Gold Certification • Release IP Trunk Link Tie option added to configuration • Automatic version upgrade during startup 2 AltiAgent Manual... -
Page 11: Pre-Installation Checklist
OE/ACC or ACM server to be connected. If an older version of AltiAgent is found, the client will be prompted for upgrade permission. If the user decides to auto upgrade, the AltiAgent application is terminated and a software upgrade session is started. Restart AltiAgent to run the newer version. AltiAgent Manual... -
Page 12: Downgrade Procedure
AltiAgent 5.0 program and ALL OTHER 5.0 client applications (including AltiView, AltiSupervisor, AltiConsole and CDR Search 5.0). Reboot your system. Go to “<local drive>:Program Files\AltiGen\Shared Files\” and remove AlpInterface.dll. Note: The AlpInterface might be located under “\WinNT\System32\”, “\Windows\System32\” or some other location. -
Page 13: Hapter
To log in: Run the AltiAgent application and, if this is the first login to this AltiWare/AltiContact Manager system, enter the server’s IP address or AltiAgent Manual... - Page 14 Microsoft NetMeeting 3.01 or higher installed on your desktop. Refer to the discussion in the next section for more information on using IP extensions. Select how you want to log in and click OK. 6 AltiAgent Manual...
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Page 15: Logging In Remotely Using An Ip Extension
• Your extension must be configured to use IP extensions by your system administrator. • You must have AltiGen-certified IP phone/adapter equipment or you can use Microsoft NetMeeting version 3.01. Consult your system administrator or authorized AltiGen dealer for details on obtaining and using any of these options. -
Page 16: Troubleshooting Ip Connectivity
<IP address> is the AltiWare/AltiContact Manager system you want to connect to. An example of the IP address format is 123.234.231.143 If you do not get a response, contact your LAN administrator for support. Next, check to verify if ports are open. 8 AltiAgent Manual... -
Page 17: Hiding Or Exiting Altiagent
Also, the field size for any field can be increased or decreased by pointing the cursor to either side of the field’s main column. The cursor changes to a movable double bar (||) that can be moved to resize the column. AltiAgent Manual... -
Page 18: Call States
• Proceeding - the outgoing call is in progress • Record - recording an introductory message • Ringback - caller receives this state while callee is ringing • Ringing - there is an incoming call • Voice mail - the call is in voice mail 10 AltiAgent Manual... -
Page 19: Error Messages
AltiLink. Please check AltiWare. or DNS name) by: server name or network 1. Pinging the network server connection. address OR 2. Try using the IP address of Alti- Ware (if using the DNS name in the server field). AltiAgent Manual... -
Page 20: Altiagent Manual
Cannot access voice mail Mail box is in use by the Wait a while, then try again. list while mail box in use. AltiGen Voice Mail Sys- tem and is temporarily unavailable. Mail service is unavail- Voice mail service is not Make sure voice mail service is able. -
Page 21: Hapter
New in Version 5.0 • Viewing of workgroup call priority • Picking calls from group queue • Workgroup CDR/RTM revamping • Microsoft Gold Certification • Release IP Link Tie option added to configuration • Automatic version upgrade during startup AltiAgent Manual... -
Page 22: Workgroup Login
If Logout Reason Codes are required in your system, select one in the drop down list. If you want to log in to other workgroups, select their check boxes. Then click OK. 14 AltiAgent Manual... -
Page 23: About The Main Window
The statistics are largely self-explanatory, but it may be noted that the Service Level represents the percentage of workgroup calls taken out of queue before the Threshold time has expired. AltiAgent Manual... - Page 24 VM (voice mail) or to AA/IVR (Attendant). Figure 5. Call Controls • The Config button lets you customize your call handling and voice message settings. See “Configuring Your Station Settings” on page 39 Figure 6. Config button 16 AltiAgent Manual...
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Page 25: Call Handling
You can also use it to search for names. As a list, it displays extensions and the names associated with extensions as well as names and numbers imported from MS Outlook, GoldMine®, or ACT!. You can select extensions or names using the scroll list. AltiAgent Manual... -
Page 26: Dialing By Number
The numbers appear in the box above the dialing pad. Press Enter or click the Dial button to place the call. The main window displays the status of the call. Figure 9. Call status displays in Calls list as well as status panel 18 AltiAgent Manual... - Page 27 Depending on which type of speed dial number you want to call, click the Station Dial tab or the System Dial tab. Choose the speed dial entry from the list. Click the Dial button to place the call. Redialing To redial the last number called, click the Redial button. AltiAgent Manual...
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Page 28: Placing Calls On Hold
When you are finished, click the Hold state cell for the call on hold to reconnect. Transferring Calls AltiAgent supports both supervised transfer, in which you confirm the transfer, and blind transfer. While connected to a call, click the Transfer button. This pops up the dial pad. 20 AltiAgent Manual... - Page 29 While connected to a call, click To VM on the main window. When the dial pad appears, choose the extension number you want to send the call to, then click OK. Figure 12. Transfer to Voice Mail You can also transfer a call to voice mail before you answer it. AltiAgent Manual...
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Page 30: Centrex Transfer
Dial the prefix for trunk-line access (such as 9). Dial the second party’s number and either hang up or announce the call. Answer Yes in the popup. Once you place the handset back on-hook, the trunk line also drops and Centrex completes the transfer. 22 AltiAgent Manual... -
Page 31: Conferencing Calls
Pending state, and you see a confirmation dialog box. Figure 14. Confirming Conference Calls After the third party connects, you can announce the conference by clicking OK in the dialog box. If the third party does not answer, click the Cancel button. AltiAgent Manual... - Page 32 To add another party, click the Conference button and repeat steps 2-4. When two or more lines are holding, you can also add parties to a conference call: Right-click on the line call. Figure 16. Join to Conference 24 AltiAgent Manual...
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Page 33: Recording Calls
Personal Call Recording Options field allow the administrator to: • Disable call recording • Auto record to a central location (AltiContact Manager only) • Record on demand to a central location (AltiContact Manager only) • Record on demand to agent VM AltiAgent Manual... - Page 34 Recording on Demand When the extension is set to record on demand (to a central location or user VM), the user can use AltiAgent to initiate the recording. 26 AltiAgent Manual...
- Page 35 Voice Record. If the administrator has set to record to a centralized location, contact your administrator for the location. If the system is set to save the recording as the user’s voice mail, the recording can be heard through the AltiGen Voice Mail System. Notes: •...
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Page 36: Using Account Codes
Optional account codes To associate a call in progress to an account code: Right-click the number in the Calls List. Figure 18. Account Code from Right-click Drop Down List Choose Account Code. 28 AltiAgent Manual... -
Page 37: Altiagent Options
Click the Not Ready button to tell the system not to send workgroup calls to your extension. Click the Ready button to tell the system you are ready to receive workgroup calls. The Log button allows you to log into or out of one or more workgroups. AltiAgent Manual... -
Page 38: Viewing, Sharing, Or Pushing Data
From caller data collected from the web page form. • From web URL paths—a URL history. • From or input by the caller, such as IP address, name, account numbers, etc. including data from your external database such as Outlook, if available. 30 AltiAgent Manual... -
Page 39: Monitoring
When you’re done, click Release to disconnect the web call. Monitoring If your system administrator has configured your extension for monitoring, you can monitor the activity on the other extensions in your workgroup, view call history, view workgroup statistics, and view calls in queue. AltiAgent Manual... -
Page 40: Choosing Workgroups To Monitor
Open the Monitor window by clicking the EXPAND button in the AltiAgent main window, then click on the MONITOR tab. Click the Change button in the Monitor window to open the Change Monitor window. Figure 24. Monitor Change window 32 AltiAgent Manual... - Page 41 Hold Pending—the extension is awaiting hold Calling or Picking Up Calls If a monitored extension is Idle, clicking its Status field rings the extension. If a monitored extension is Ringing, clicking its Status field picks up the call. AltiAgent Manual...
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Page 42: Viewing The Call History
Note: This history data is sorted by last disconnected and not in the order the call was received. It is therefore possible to have a record with an earlier timestamp followed by a record with a later timestamp. 34 AltiAgent Manual... -
Page 43: Viewing Workgroup Statistics
Threshold time has expired. If you have been removed from a workgroup by the system administrator, all your statistics related to that workgroup will also be removed from the Workgroup window. AltiAgent Manual... -
Page 44: Viewing Queues
• Priority Queue Time represents the amount of time that a call has been waiting in a specific priority level. Priority queue time will be reset to 0 when the call’s priority is promoted to a higher level. 36 AltiAgent Manual... -
Page 45: Pick Up Calls From Queue
Based on the call information, AltiAgent will implement corresponding actions, such as popping up corresponding customer information and logging Caller ID into a database. For more information on using ActiveX with AltiAgent, refer to the “AltiClient ActiveX Programmer’s Guide” document available from AltiGen’s web site. AltiAgent Manual... - Page 46 38 AltiAgent Manual...
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Page 47: Configuring Your Station Settings
In the Configuration windows, you’ll see two buttons that save your changes: • The Apply button saves your changes and lets you continue in the current window. • The OK button saves your changes and closes the current window. AltiAgent Manual... -
Page 48: Default Trunk Access
The trunk access codes are defined in the AltiWare/ACM Administrator. When you get an incoming call over multiple trunks and cannot issue a return call, the system will automatically select the default trunk access code to place your call. 40 AltiAgent Manual... -
Page 49: Voice Mail Play Options
You also have these additional options: • Select the For Screen Pop check box to have a database contact window pop up when you receive a call from someone for whom you have a record in the database contact directory. AltiAgent Manual... -
Page 50: Color Selection
5.0 or later. Advanced Options for Web-based and Workgroup Calls This option is available if you are logged in as a workgroup agent but not as a desktop user. Click the Advanced button to select advanced options. 42 AltiAgent Manual... - Page 51 If the system is unable to connect the call (i.e., can’t identify a Caller ID or can’t reach you at any of the numbers you specify), the call is sent to your voice mail. Before You Set Up ONA • ONA must be enabled by your system administrator. AltiAgent Manual...
- Page 52 See “Call Handling” on page 47 for details on these settings. Accessing One Number Access Setup After you set the call handling options, click the One Number Access tab in the Config window to open the One Number Access window. Figure 31. One Number Access window 44 AltiAgent Manual...
- Page 53 ONA is active. You can set up to four different numbers— extensions or outside numbers. For outside numbers, use the drop-down list to select the trunk access code you want to use. When ONA is active, the system dials the forwarding number(s) in AltiAgent Manual...
- Page 54 ... seconds drop-down list. Default value is 20 seconds. The system will ring the ONA target within the specified time limit. If the ring time exceeds 30 seconds, the system will play a phrase every 15 seconds (playing time is included in ring time). 46 AltiAgent Manual...
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Page 55: Call Handling
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. AltiAgent Manual... - Page 56 Automatic Answering after x Seconds check box and use the arrow keys to choose the number of seconds. Call Waiting Options Call waiting options are available only if the Enable Busy Call Handling check box has been selected, but this option is only available for personal calls. 48 AltiAgent Manual...
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Page 57: 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 the AltiServ User Guide for more information on this feature. - Page 58 How and where to notify you—in the Message Notification or Reminder Message by calling a… options, if you want to use an outside number, use the drop-down list to select the trunk access you want to use. • Schedule—during what hours you want to be alerted. 50 AltiAgent Manual...
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Page 59: Vm Groups (Distribution Lists)
AltiView/AltiAgent. • Personal groups are set up and modified in AltiView/AltiAgent or in your AltiGen voice mail system. Accessing Voice Mail Group Lists To work on your personal voice mail groups, click the VM Group button to invoke the VM Group Edit window. - Page 60 Change Group window, similar to the Create Group window above. Make any changes you need to make for the group name, comments, or members. To add or remove a member, select or deselect the check box next to the extension. 52 AltiAgent Manual...
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Page 61: Station Speed Dialing Setup
Extension Configuration) are now stored in the local server instead of the client’s machine. When upgrading to 5.0 from 4.6, speed dial names configured for 4.6 clients (AltiServ/AltiView/AltiAgent users) are not carried over after the upgrade. Click the Station Speed tab in the Config window AltiAgent Manual... -
Page 62: Adding Or Editing Station Speed Entries
Click the Edit button. When the Station Speed dialog box appears, add or edit the Number. Optionally, to aid your memory, add or edit the Name and Comment. Figure 37. Station Speed dialog box, for Speed Dial Numbers 54 AltiAgent Manual... -
Page 63: System Speed Dialing
Click the System Speed tab in the Config window to view the System Speed Dial entries. System speed dial numbers are set up in AltiWare/ACM Administrator. In AltiAgent, you cannot edit speed dial numbers or name entries. Figure 38. System Speed AltiAgent Manual... - Page 64 56 AltiAgent Manual...
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Page 65: Index
53 Account Codes 28 connected 10 ACT 4, 41 ActiveX Control 37 Activity 48 address databases 4 AltiGen Communications, Inc. ii advanced options 42 advanced database option 42 dial-by-name 42 AltiAgent dialing main window 15 by name 19... - Page 66 37 state column 20 station speed dialing configuration 53 OK button 39 system requirements 1 ONA call screening 45 system speed dialing 55 ONA ring duration 46 One Number Access password 45 One Number Access 58 AltiAgent Manual...
- Page 67 URLs 29 VM groups 51 voice mail 20 voice mail state 10 warranty iii how to get service iii web button 30 web pages 29 web-based calls 42 Windows tray 9 workgroup 31 workgroup agent call handling 29 AltiAgent Manual...