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Altigen AltiServ User Manual

For altiware acc release 5.1 and altiware acm release 5.1
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AltiServ
™
for AltiWare ACC Release 5.1
and AltiWare ACM Release 5.1

User Guide

Revised 1/2008 Version #3 4003-0002-5.1

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Summary of Contents for Altigen AltiServ

  • Page 1: User Guide

    AltiServ ™ for AltiWare ACC Release 5.1 and AltiWare ACM Release 5.1 User Guide Revised 1/2008 Version #3 4003-0002-5.1...
  • 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.

  • Page 3: Table Of Contents

    Answering Calls ........12 AltiServ User Guide...
  • Page 4 Recording Greetings........29 Changing your Password ......30 ii AltiServ User Guide...
  • Page 5 Private Messaging........38 AltiGen Voice Mail System Mixed-Media Messaging ..39 Accessing AltiGen Voice Mail System Mixed-Media Messages39 AltiServ User Guide...
  • Page 6 AltiServ User Guide...

  • Page 7: Phone Feature Codes

    #81 ..... . Hands Free Intercom Mode #82 ..... . Hands Free Manual Answer Mode Feature must be enabled by system administrator. AltiServ User Guide...

  • Page 8: Call Management

    FLASH <number> # ..Conference Call FLASH ....Call Waiting 2 AltiServ User Guide...

  • 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

    Wait for the third party to answer, and announce the conference call. Press # to put all three parties into the conference call. During conferencing, any internal conference participant may press FLASH, dial the next party’s number, and press # to bring the person into the conferencing session. AltiServ User Guide...

  • Page 12: Consultation

    • To park the call at the current extension, press FLASH # 31 and hang up. • To park the call at another extension, press FLASH # 31 followed by the extension number. For example, to park the call at ext. 487, press FLASH # 31487. 6 AltiServ User Guide...

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

    AltiView/AltiAgent. If a call comes in while you’re on the phone, the system will beep up to three times over a 24-second period before the call is routed into voice mail. AltiServ User Guide...

  • Page 14: Multiple Call Waiting

    • During a call, you will hear an alert tone (audio beep) for each new call that is added to the queue. • If you hang up, the phone will ring with the next caller in queue. 8 AltiServ User Guide...

  • Page 15: Account Codes

    Calling Remote Auto Attendant/IVR or Operator If the remote system is configured to connect incoming calls to an operator or Auto Attendant/IVR (and not to a person’s or workgroup extension), you can connect with the operator or Auto Attendant/IVR as follows: AltiServ User Guide...

  • Page 16: Calling A Remote Number (Hop Off Dialing)

    AltiWare system to dial the extension 300 at a remote AltiWare system where the location ID is 1 and the IP trunk access code is 8, you must enter 81300 as the outcall number. • Message Notification • Reminder Calls 10 AltiServ User Guide...

  • Page 17: Using Feature Codes

    • AltiConsole Client Support—you can use AltiConsole to handle calls to and from IP trunks. • AltiView / AltiView IP Extensions Using Feature Codes The following sections describe additional telephone features used for call handling and management. To use any of these features: AltiServ User Guide...

  • Page 18: Answering Calls

    Note: If the extension is a workgroup pilot number, only a workgroup agent or the person who parked the call can pick it up. 12 AltiServ User Guide...
  • Page 19 Hands Free Man- Allows you to receive internal and external calls ual Answer Mode through the speaker phone without having to pick up the handset to answer. Pressing #82 activates; pressing #82 a second time deactivates this feature. AltiServ User Guide...

  • Page 20: Altigen Voice Mail System Quick Features

    Last Number Redial Saves and redials the last number dialed. a <ext> = extension num.; <nn> = 2-digit num.; <loc.> location num.; <string> = character string 14 AltiServ User Guide...

  • Page 21: Call Management

    AltiGen Voice Mail System. If you are unable to make calls within certain area codes, check with your system adminis- trator for any toll restrictions placed on codes and dialing prefixes. AltiServ User Guide...

  • Page 22: 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 <wg ext> = workgroup extension number. 16 AltiServ User Guide...

  • Page 23: Workgroup Supervisor Features

    #. Hang up when done, or you can continue to set up other speed dial numbers by pressing # again. These features require a Triton Resource Board and system settings that allow monitoring, barge-in, and coaching. AltiServ User Guide...

  • Page 24: C Hapter

    The call will ring at the Operator’s desk if the caller dials 0 while listening to options given by the Auto Attendant/IVR. The sections at the beginning of this chapter offer instructions on basic answering, putting calls on hold, and transferring calls. 18 AltiServ User Guide...

  • Page 25: Checking The General Mailbox

    This section describes how to use a mobile extension (MobileExt) with AltiServ. Using a MobileExt is similar to using an AltiGen stationery phone. You can transfer a call, put it on hold, and you can conference. And you can use AltiView/AltiAgent to handle your MobileExt phone calls. AltiServ User Guide...

  • Page 26: Making Calls

    • You hear the phrase “To accept this call, please press any digit.” You must press any key within 3 seconds to connect the call; otherwise it will time out and the call will be treated as an agent/extension RNA and will be routed according to its workgroup/extension setting. 20 AltiServ User Guide...

  • Page 27: Putting A Call On Hold

    To transfer a call to the Auto Attendant, press * # 15 and the Auto Attendant number. For example, if 001 is the initial greeting to which you want to send the user, press * # 15001. AltiServ User Guide...

  • Page 28: Conference Calls

    Using a Client Application with a Mobile Extension You can use AltiView/AltiAgent to handle mobile extension calls the same way you would to handle stationery extension calls. See the AltiView Manual and AltiAgent Manual. 22 AltiServ User Guide...

  • Page 29: Using The Altigen Voice Mail System

    To change your password, after pressing 4 at the Main Menu to hear the Personal Options … 1. Press 2 for the password options. 2. Press 1 to change the password. 3. Enter a new password. See “About Passwords” on page 24. AltiServ User Guide...

  • Page 30: Remote Login

    D, E, F, d, e, f P, Q, R, S, p, q, r, s G, H, I, g, h, i T, U, V, t, u, v J, K, L, j, k, l W, X, Y, Z, w, x, y, z 24 AltiServ User Guide...

  • Page 31: Transfer To Altigen Voice Mail System

    Main Menu: Listen to New Messages Review Saved Messages Send a Message Access Personal Options FLASH may be disabled if the operator or user is using any TAPI third-party application that does not support it. AltiServ User Guide...

  • Page 32: Listening To Messages

    AltiGen Voice Mail System. The sender’s caller ID information is automatically captured by the AltiWare system if the caller is an internal user or an outside caller who has either a publicly listed number or has entered their callback 26 AltiServ User Guide...

  • Page 33: Sending Messages

    AltiView. • 02 followed by a system Distribution List number to send a message to a system distribution list. System distributions are set up by the system administrator. After selecting the destination, press one of the following: AltiServ User Guide...

  • Page 34: Making A Call From Within The Altigen Voice Mail System

    At the Main Menu, press 4 for the following Personal Options: • Personal Greetings • Password • Message Notification • Reminder Call • Call Forwarding • Feature Tips • Distribution Lists 28 AltiServ User Guide...

  • Page 35: Recording Greetings

    Example: “Hi, this is Mary Smith. I’m on the other line at the moment. If you would like to hold, please stay on the line. To leave a message, press pound (#) at any time. Press 0 for the operator.”* AltiServ User Guide...

  • Page 36: Changing Your Password

    The AltiGen Voice Mail System then prompts you for your password and places you at the Main Menu. 30 AltiServ User Guide...
  • Page 37 If the hour digit is “1” in the case of one o’clock for example, press # after the entry. Always enter two digits for minutes. The AltiGen Voice Mail System will only accept 10- minute intervals such as 10:10 or 10:20 and not 10:15. AltiServ User Guide...

  • Page 38: Using Reminder Calls

    To Review Scheduled Reminder Calls: If you have scheduled reminder calls, and you want to review them... 1. Press 4 at the Main Menu. 2. Press 4 again for the Reminder Call options. 3. Then press 1. 32 AltiServ User Guide...

  • Page 39: Call Forwarding

    You can send or forward a message to a list just as you would to an extension. When you send a message to a list, it is sent to everyone on the list. AltiServ User Guide...
  • Page 40 When prompted, enter a 2-digit number to identify the list. When prompted, do one of the following: • To add members, press 1, then follow steps 3 and 4 in the immediately preceding procedure, Creating a Distribution List. 34 AltiServ User Guide...

  • Page 41: Log On/Off Ip Extension (Dynamic Ip Addressing Only)

    The IP option is available only if your extension is set up to be an IP extension by your system administrator. If your IP extension has “dynamic” IP addressing, you must log in to an IP extension whenever you want to use an IP connection. AltiServ User Guide...

  • Page 42: One Number Access Options

    • 1 to enable ONA for any time of day • 2 to enable ONA for business hours only • 3 to enable ONA for non-business hours only • 4 to enable ONA based on your pre-configured schedule 36 AltiServ User Guide...

  • Page 43: Dynamic Messaging

    After or while listening to a new or saved message, press 5 to call the sender of the message. The system places the call if the Caller ID number is available. If the Caller ID is not available, you can manually enter the number. AltiServ User Guide...

  • Page 44: Private Messaging

    Press 2 to record a new message. At the tone, record message and press #. Using the number pad, enter the recipient’s last name followed by the first name. Use 1 for “Q” and “Z”. When you have finished, press #. 38 AltiServ User Guide...

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

    In order to access your AltiGen Voice Mail System either in the office or remotely via the Internet, you must configure your e-mail client application (for example, Microsoft Internet Explorer) to recognize your AltiWare server. Consult the configuration manual that comes with your e-mail client application. AltiServ User Guide...
  • Page 46 8 at the Main Menu. Refer to page 23 for more detailed instructions on listening to messages over the phone. Note: Voice mail messages also appear as Mixed-Media messages in the “Inbox” folder. Open it and click on the audio attachment to listen to the message. 40 AltiServ User Guide...
  • Page 47 Note: An audio attachment is seen only at the receiving end and does not appear as an attachment on the e-mail message composed by the sender. You may copy (CC:) the message to yourself to verify that the audio attachment has been attached and sent successfully. AltiServ User Guide...
  • Page 48 42 AltiServ User Guide...

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