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Summary of Contents for Altigen AltiAgent
- Page 1 AltiAgent ™ for AltiWare Open Edition (OE)/ AltiServ Contact Center (ACC) Release 5.0A and AltiContact Manager (ACM) Release 5.0A Manual Revised 07/2006 Version #5 4504-0012-5.0A...
- Page 2 WARNING! Toll fraud is committed when individuals unlawfully gain access to customer telecommunication systems. 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 ........11 HAPTER Using AltiAgent as a Workgroup Agent ....15 AltiAgent Manual... - Page 4 Message Notification ........57 ii AltiAgent Manual...
- Page 5 Index ..........65 AltiAgent Manual...
- Page 6 AltiAgent Manual...
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Page 7: Warranty
Any other cause which does not relate to a product defect. Shipping, installation, set-up and removal service charges. How to Obtain Service End user customers should contact your Authorized AltiGen Dealer for service. Authorized AltiGen Dealers must follow the steps below for service: AltiAgent Manual... - Page 8 Sales Outside the U.S.A. For AltiGen Communications products sold outside of the U.S.A., contact your AltiGen Communications dealer for warranty information and services. vi AltiAgent Manual...
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Page 9: Hapter
Activity field is added to the Monitor window of AltiAgent. • Setting Activity made easier - from the AltiAgent main window, use the Activity drop-down list to select the activity for the extension. • Inputted number kept when switching between Voice Mail and Calls tab AltiAgent Manual... -
Page 10: Installation
The client system must each meet the following minimum requirements. For server system requirements, see the AltiWare OE/ACC System Installation and Administration Manual or the AltiContact Manager Administration Manual. • IBM/PC AT compatible system • Intel 300 MHz (or faster) Pentium 2 AltiAgent Manual... -
Page 11: Licensing
Make sure that TCP/IP is enabled on both machines. • Make sure the client is able to connect to the server on the network. • Local administrator rights are required to install AltiView and AltiAgent. • Make sure License has been installed and activated. AltiAgent Manual... -
Page 12: Installing Altiagent On A Client System
Go to Control Panel>Add/Remove Programs and remove the AltiAgent 5.0A program and ALL OTHER 5.0A client applications (including AltiView, AltiSupervisor, AltiConsole and CDR Search 5.0A. Reboot your system. Go to “<local drive>:Program Files\AltiGen\Shared Files\” and remove AlpInterface.dll. 4 AltiAgent Manual... -
Page 13: Microsoft Outlook And Outlook Express Support
AltiAgent supports ACT! and GoldMine® contact management software, allowing you to obtain phone numbers to dial from the ACT! or GoldMine® contact database list. AltiAgent also lets you see the matching record from the contact database list of the incoming calls. AltiAgent Manual... - Page 14 6 AltiAgent Manual...
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Page 15: 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 16 To do this, your extension must be set up as an IP extension by your system administrator. 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. 8 AltiAgent Manual...
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Page 17: Reconnecting To Altiagent
To log in from a remote location using an IP extension: If you connect to the Internet through a modem connection, establish a connection to your Internet Service Provider. Log in using your Extension and Password as usual. AltiAgent Manual... -
Page 18: Ip Extensions Using Ip Talk
Minimize symbol (the dash), it is hidden—it doesn’t appear anywhere in the Windows desktop except as a phone icon in the tray in the lower right corner, as discussed below. To exit AltiAgent entirely, right click the phone icon and select Exit. 10 AltiAgent Manual... -
Page 19: Using The Windows Tray Phone Icon
• AA - the call is being transferred to an Auto Attendant/IVR • Busy - callee is busy or not available • Call Pending - the call is placed into a workgroup queue • Conference - the call is in conference • Connect - the call is connected AltiAgent Manual... - Page 20 • Ringback - caller receives this state while callee is ringing • Ringing - there is an incoming call • Voice mail - the call is in voice mail Figure 3. Status Field - AltiAgent main window 12 AltiAgent Manual...
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Page 21: Error Messages
You tried to log in with Confirm that your extension is set integrated with IP Talk.” the IP extension option up as an IP extension with without the IP-Talk dynamic IP address and that an IP- License. Talk License has been registered. AltiAgent Manual... - Page 22 AltiAgent is outdated 5.0A (install matching version of of AltiWare that is run- from AltiWare release. AltiAgent). ning. This can lead to inconsistent or no func- tionality. Please install the correct version before proceeding. 14 AltiAgent Manual...
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Page 23: Hapter
Viewing and printing workgroup call data. Workgroup Login After you complete your initial login and choose to login as a Workgroup Agent as described in “Logging In” on page 7, you see a Group Login window. Figure 1. Group Login window AltiAgent Manual... -
Page 24: Logging Out Or Changing Workgroups
About the Main Window The AltiAgent main window is your window into your workgroup environment and facilitates the management of workgroup calls. Workgroup Status Call Status List of Calls/ Voice Messages Call Controls Figure 2. AltiAgent main window 16 AltiAgent Manual... - Page 25 DND feature will not be available to the user. If the user selected DND, an alert will pop up informing the user that DND is not allowed. The administrator must enable the Allow DND option for the extension in the Answering page of Extension Configuration in AltiAdmin/ACM Admin. AltiAgent Manual...
- Page 26 The Config button lets you customize your call handling and voice message settings. See “Configuring Your Station Settings” on page 47 Figure 7. Config button • The EXPAND button provides a view into extension or workgroup activity and provides access to past call logs. 18 AltiAgent Manual...
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Page 27: 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 28: Dialing By Number
Figure 10. Call status displays in Calls list as well as status panel When Your Number Is Questionable If your system's IP trunk access code is 7, when you dial "7101234567," the number could have two meanings: 20 AltiAgent Manual... -
Page 29: Dialing By Name Or Extension
The dialing pad transforms into a list that displays matching names. Click the name you want. The extension or number appears in the list box, selected for dialing. Click the Dial button to place the call. AltiAgent Manual... -
Page 30: Placing Calls On Hold
Note: When you place a call on hold, workgroup calls may still ring your extension. To prevent this, click the Not Ready button. See “Setting Status to Ready or Not Ready” on page 38. 22 AltiAgent Manual... -
Page 31: Using Call Waiting
At any time before or after the person you’re transferring to answers the phone, you can cancel the transfer by clicking the Cancel button or by closing the dialog box. If the transfer is cancelled, AltiAgent reconnects the call to your AltiAgent Manual... -
Page 32: Sending Calls To Voice Mail
You can also transfer a call to voice mail before you answer it. Transferring to Attendant While connected to a call, click To AA/IVR on the main window. Select the operator or an Auto Attendant/IVR to transfer to using the drop-down list. 24 AltiAgent Manual... -
Page 33: Conferencing Calls
GUI and then press the Enter key on the keyboard again. Now either click the Hang Up button or wait to announce the caller and then click the Hang Up button. Conferencing Calls Any internal user is able to add parties to a conference call. AltiAgent Manual... - Page 34 Pending state, and you see a confirmation dialog box. Figure 15. 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. 26 AltiAgent Manual...
- Page 35 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 17. Join to Conference AltiAgent Manual...
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Page 36: 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 28 AltiAgent Manual... -
Page 37: Recording On Demand
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. AltiAgent Manual... - Page 38 AltiGen Voice Mail System. Notes: • Depending on the size and number of recorded calls, this may affect the system’s resources. • Do not use an account code entry to stop recording on demand; doing so will disconnect the call. 30 AltiAgent Manual...
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Page 39: Using Account Codes
# to bypass the account code altogether. Optional account codes To associate a call in progress to an account code: Right-click the number in the Calls List. Figure 19. Account Code from Right-click Drop Down List Choose Account Code. AltiAgent Manual... - Page 40 Click OK. To change the account code for a call in progress, repeat the steps above, entering the new account code to assign the call to. 32 AltiAgent Manual...
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Page 41: About The Voice Mail Window
Heard voice mail messages are indicated by a white, open envelope icon. • If the message is saved, a blue, open envelope icon is displayed. • A paperclip symbol on the envelope indicates an attachment—a voice mail message forwarded from another extension. AltiAgent Manual... -
Page 42: Listening To Your Voice Mail
Save in local opens a dialog in which you choose a directory and file name for the .wav file, which you can then play on a media player. Deleting the Message To delete the message, select it and click the Delete key, or use the right- click popup menu. 34 AltiAgent Manual... -
Page 43: Returning The Call
Memo window or use the right-click popup menu. Figure 22. Attaching a memo to a voice message Type in the memo in the area provided and click OK. The entry will be displayed in Memo field of the voice mail. AltiAgent Manual... -
Page 44: Forwarding Voice Mail
• If the extension name is configured for an extension, it is used to match the search string. If the extension name is not configured, then the extension number is used to match the search string for this extension. 36 AltiAgent Manual... -
Page 45: Altiagent Options
Personal groups are set up and modified in your AltiGen Voice Mail System. AltiAgent Options The basic call handling features and functions are the same for workgroup agents as they are for AltiView user. This section discusses workgroup member options that are not available to the AltiView user. AltiAgent Manual... -
Page 46: Setting Status To Ready Or Not Ready
Figure 24. Web Data window Viewing Caller Data The Source/Contact panel displays data collected in various ways: • From an Auto Attendant/IVR if the caller has input data there in either a PTSN or web call situation. 38 AltiAgent Manual... - Page 47 In the Caller Data window, click Add to open an Add URL dialog box. Figure 25. Add URL dialog box Type in the URL or web page specification and click OK. The URL now appears in your URL Sharing list. Figure 26. Caller Data window AltiAgent Manual...
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Page 48: Monitoring
Or you might use monitoring capability to cover calls for a co-worker, since you can click the ringing phone icon in the monitor list and take the co-worker’s call. Figure 27. Workgroup Agent Monitor Window 40 AltiAgent Manual... -
Page 49: Choosing Workgroups To Monitor
Reading the Monitor List In the monitor list, each extension is listed along with its Status, Number, Name, Activity, Group and Group Name—workgroup, if applicable. The state can be one of the following: AltiAgent Manual... -
Page 50: Calling Or Picking Up Calls
If a monitored extension is Ringing, clicking its Status field picks up the call. Note: If a call is coming in to a workgroup to which you are not currently logged in, you cannot pick up the call. 42 AltiAgent Manual... -
Page 51: Viewing The Call History
Also, the timestamp for call data is based on the client system, while the timestamp for voice mail messages is from AltiWare/ AltiContact Manager. Thus, the times displayed here may not match those in the voice mail view in the main window. AltiAgent Manual... -
Page 52: Viewing Workgroup Statistics
Yes to delete or No to cancel. Figure 30. Confirm Delete All Viewing Workgroup Statistics Click the Workgroup tab to open the Workgroup window and view statistics on workgroup activity for the monitored workgroups.] Figure 31. Workgroup Agent Workgroup Window displaying workgroup statistics 44 AltiAgent Manual... -
Page 53: Viewing Queues
The call data includes the Caller ID and caller name, if available, as well as the workgroup amount of time the call has been in queue and priority. Figure 32. Workgroup Agent queue window AltiAgent Manual... -
Page 54: Pick Up Calls From Queue
Note: This feature must first be enabled by the system administrator. Viewing the Speed Dial List To dial System or Station speed dial entries, click on the speed dial entry and click the DIAL button. Figure 33. Speed Dial list window 46 AltiAgent Manual... -
Page 55: Using Activex Control With Third Party Applications
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 56 48 AltiAgent Manual...
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Page 57: 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 58: General Information
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. 48 AltiAgent Manual... -
Page 59: 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 60: 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. 50 AltiAgent Manual... -
Page 61: Before You Set Up Ona
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 62 See “Call Handling” on page 55 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 36. One Number Access window 52 AltiAgent Manual...
- Page 63 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 64 ... 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). 54 AltiAgent Manual...
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Page 65: 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 66: Do Not Disturb
Automatic Answering after x Seconds check box and use the arrow keys to choose the number of seconds. Note: The default setting is 0 seconds. If the duration is set to 0, all incoming calls will go to Connect State right away. 56 AltiAgent Manual... -
Page 67: 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. AltiAgent Manual... - Page 68 How and where to notify you—in the Notification or Reminder Message by calling 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. 58 AltiAgent Manual...
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Page 69: Vm Groups (Distribution Lists)
There are two types of voice mail groups you can use: • System-based groups are set up in the AltiWare Administrator. You can use but not edit these lists in AltiView/AltiAgent. • Personal groups are set up and modified in AltiView/AltiAgent or in your AltiGen voice mail system. AltiAgent Manual... -
Page 70: Accessing Voice Mail Group Lists
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. Figure 40. VM Group Edit window 60 AltiAgent Manual... - Page 71 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. AltiAgent Manual...
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Page 72: Deleting A Group
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 62 AltiAgent Manual... -
Page 73: 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 42. Station Speed dialog box, for Speed Dial Numbers AltiAgent Manual... -
Page 74: 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 43. System Speed 64 AltiAgent Manual... -
Page 75: Index
11 flash button 22 call transfer 23 forwarding all calls 55 call waiting 23 forwarding voice mail 35 multiple 57 Centrex transfer 25 color selection 50 conference call 25 general configuration 48 Conference state 11 GoldMine 5, 49 AltiAgent Manual... - Page 76 22 speed dial list 45 state column 22 station speed dialing OK button 47 configuration 62 ONA call screening 53 system default volume control 1 ONA ring duration 54 system requirements 2 One Number Access 66 AltiAgent Manual...
- Page 77 35 playing 33 voice mail group 36 voice mail state 12 warranty v how to get service v web button 37 web pages 37 web-based calls 50 Windows tray 11 workgroup 39 workgroup agent call handling 36 AltiAgent Manual...