Related Manuals for Altigen AltiAgent
Summary of Contents for Altigen AltiAgent
- Page 1 AltiAgent ™ for AltiWare ACC Release 5.2 and AltiWare ACM Release 5.2 Manual 2/2008 4503-0001-5.2...
- 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
Troubleshooting IP Connectivity ......13 Exiting and Minimizing AltiAgent ......13 AltiAgent Manual... - Page 4 Choosing Workgroups to Monitor ..... . . 49 Reading the Monitor List ......50 ii AltiAgent Manual...
- Page 5 Index ..........75 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
• Ability to transfer or conference by clicking on an entry on the Speed Dial tab or Monitor tab. • User receives indication when calls are in workgroup queue. • User has the ability to monitor the workgroup voice mail box. AltiAgent Manual... -
Page 10: Microsoft Outlook And Outlook Express Support
A system administrator can verify the licenses in AltiWare Admin by selecting About AltiWare or About ACC/ACM Admin on the Help menu, then clicking the License Information button, which opens a window that displays licenses and session information. 2 AltiAgent Manual... - Page 11 The IPTalk feature requires the purchase, registration and activation of the IPTalk License. AltiAgent Manual...
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Page 13: Hapter
• The AltiAgent License Key has been installed and activated on the system server. Installing AltiAgent on a Client System When the above items are done, follow these steps on the client machine: Exit all Windows applications. Insert the AltiWare 5.2 Clients CD into the CD ROM drive.. AltiAgent Manual... -
Page 14: Uninstalling Altiagent
Go to Control Panel > Add/Remove Programs and remove the AltiAgent 5.2 program and ALL OTHER 5.2 client applications (including AltiView, AltiSupervisor, AltiConsole and CDR Search 5.2). Reboot your system. Go to <local drive>:Program Files\AltiGen\Shared Files and remove AlpInterface.dll. 6 AltiAgent Manual... - Page 15 Note: The AlpInterface might be located under \WinNT\System32\, \Windows\System32\ or some other location. Use the Search for Files and Folders feature to locate and remove all AlpInterface.dll files from the system. Install the AltiAgent 5.0A or 5.1 software, as appropriate. AltiAgent Manual...
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Page 17: Hapter
To obtain the server name or IP address, ask your IT administrator. (Subsequently, when you log in, you’ll see the IP address in the Server Name field.) Enter your Extension number and Password assigned to your phone. AltiAgent Manual... -
Page 18: Workgroup Login
Select the workgroup or workgroups you want to log in to, then click OK. You can log in to eight workgroups simultaneously. Note: If you are set up to change your Outbound Workgroup, you can select another extension from the drop-down list. 10 AltiAgent Manual... -
Page 19: Logging Out Or Changing Workgroups
Reconnecting to AltiAgent When a connection with the phone server is broken, a message box pops up asking if you want to connect again. Clicking Yes will restore the connection without you having to go through the log-in process again. AltiAgent Manual... -
Page 20: Logging In Remotely
Important: You can run only one instance of AltiAgent with IPTalk per system. To make and receive calls using IPTalk Connect your headset to your PC. Use the AltiAgent dialing and call accepting functions as usual to make and receive calls. 12 AltiAgent Manual... -
Page 21: Troubleshooting Ip Connectivity
After you log in, the AltiAgent icon (a yellow phone) is displayed in the Windows tray, normally at the bottom right of your screen. When you have new voice mail, the phone icon is replaced with a yellow envelope icon. AltiAgent Manual... -
Page 22: Resizing The Display
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. Please check with enabled on AltiWare. started. your administrator. 14 AltiAgent Manual... - Page 23 The version of AltiAgent The installed version of Upgrade AltiAgent to match the on your desktop is out of AltiAgent does not match current running version of Alti- date. the version of AltiWare on Ware. the system server. AltiAgent Manual...
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Page 25: Hapter
Call controls The window displays the following: The Workgroup Status panel Displays statistical information about the current workgroup. If you’re logged into more than one workgroup, you can click a tab above the panel to view another workgroup. AltiAgent Manual... - Page 26 • Connect—the call is connected • Dial Tone—a dial tone is present, AltiAgent is ready to dial out • Error—receipt of an error tone • Hold—the call is on hold • Hold Pending—the call is being transferred or conferenced 18 AltiAgent Manual...
- Page 27 The activity category you select appears on the button. You can record a greeting for each away-from-desk activity status by selecting Record beside that activity, and then using your phone or headset to record a greeting: AltiAgent Manual...
- Page 28 • The READY/NOT READY buttons tell the system you are ready/not ready to receive workgroup calls. • The WEB DATA button lets you display data associated with the calls, send web pages or URLs to the user, or share web pages. 20 AltiAgent Manual...
- Page 29 Monitor, History, Workgroup, Queue, and Speed Dial Tabs Clicking the button gives you five more tabs to work with: Monitor, History, Workgroup, Queue, and Speed Dial. See the appropriate sections for information on working with these tabs. AltiAgent Manual...
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Page 30: Dialing
Dialing field Dial button The drop-down list beside the dialing field displays extensions or the names associated with extensions as well as names and numbers imported from MS Outlook, Outlook Express, GoldMine®, or ACT!. 22 AltiAgent Manual... - Page 31 • "7" is the IP trunk access code, "101" is the IP dialing entry, and "234567" is the target number. • "710" is the area code, and "1234567" is the number. In this case, an AltiAgent message box asks you: Is "710" an area code? AltiAgent Manual...
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Page 32: Dialing Speed Dial Numbers
Type column. See “To add or edit station speed dial numbers” on page 61 for details on setting up speed dial numbers. Redialing To redial the last number called, click the Redial button. 24 AltiAgent Manual... -
Page 33: Placing Calls On Hold
This places the current call on hold and connects the incoming call. When you are finished, click the Hold status cell for the call on hold to reconnect. Transferring Calls AltiAgent supports both supervised transfer, in which you confirm the transfer, and blind transfer. AltiAgent Manual... - Page 34 AltiAgent screen. The Memo dialog box opens. In the Memo field, enter DISP= and follow that with your text (for example, DISP=new customer) in the Memo field. DISP (for “display”) is case-sensitive and supports only inbound trunk calls. 26 AltiAgent Manual...
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Page 35: Transferring To Voice Mail
(You can sort the list by number or by name.) Note: You can forward a call to an auto attendant without answering it by clicking the To AA button and selecting an auto attendant while the call is ringing. AltiAgent Manual... -
Page 36: Conference Calls
Invited people call the MeetMe conference extension number to join the meeting at the designated meeting time. (See “MeetMe Conference” on page 31.) 28 AltiAgent Manual... -
Page 37: Station Conferencing
After the third party answers, you can announce the conference by clicking OK in the dialog box. If the third party does not answer, click the Cancel button. Click the Conference button again to initiate the three-way conference. Both calls will be displayed as Conference status. AltiAgent Manual... - Page 38 Click the Conference button again to initiate the three-way conference. Both calls will be displayed as Conference status. To add another party, click the Conference button and repeat steps 2-4. The maximum number of station-conferenced parties is 6. 30 AltiAgent Manual...
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Page 39: Meetme Conference
Conference window opens: Using this window, you can: • Create a one-time or recurring meeting and set its parameters • Open Microsoft Outlook to send an e-mail invitation to participate in the meeting • Start and stop a meeting AltiAgent Manual... -
Page 40: Working In The Meetme Conference Window
• You can open more than one MeetMe Conference window and work with different meetings and displays in each one. • You can double-click a meeting to open the Modify Meeting dialog box. 32 AltiAgent Manual... -
Page 41: Creating A Meeting
To create a meeting, click one of the Create buttons. The Create Meeting dialog box opens. The options in the middle panel change, depending on the schedule you select The following parameters apply to all meetings: Parameter Description The conference ID is created by the system. AltiAgent Manual... - Page 42 Note: If other scheduled meetings have already reserved resources for the time period, and sufficient resources are not available for the meeting you are attempting to schedule, a message pops up telling you that there is a resource conflict. 34 AltiAgent Manual...
- Page 43 To select a date, click the Calendar button. To select a start time, click the Down arrow and use the slide bar. Weekly Meeting If you select Weekly from the Schedule drop-down list, these are your options in the middle panel: AltiAgent Manual...
- Page 44 In the Duration field, specify the duration of the meeting, using the Up/Down arrows. In the Start field, specify the start of the meeting by clicking the Down arrow and using the slide bar. 36 AltiAgent Manual...
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Page 45: E-Mailing A Meeting Invitation
Microsoft Outlook. The meeting invitation is pasted into a new message in Outlook, and the Outlook Subject field is filled in with “Conference Call Invitation”. Choose the people to whom you want to send the invitation, make any edits you may want to make, and click Send. AltiAgent Manual... -
Page 46: Starting And Stopping A Meeting
When the scheduled meeting time is up, the meeting may continue if no other scheduled meeting needs the resources. If another meeting is scheduled and the resources are needed for that meeting, the current meeting is terminated. 38 AltiAgent Manual... -
Page 47: Joining A Meetme Conference
Recording on Demand When the system administrator has set your extension to record on demand (either to a central location or to your voice mail), you can use AltiAgent to initiate the recording. AltiAgent Manual... - Page 48 If the system is set to save the recording as your voice mail, you can hear the recording through the AltiGen Voice Mail System. If the recording is being saved to a centralized location, contact the system administrator for the location. 40 AltiAgent Manual...
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Page 49: Using Account Codes
To associate a call in progress with an account code: Right-click the number in the Calls List. Choose Account Code. In the Account Code dialog box, select an account code. Note: Do not enter an account code while recording; doing so will disconnect the call. AltiAgent Manual... -
Page 50: Using Voice Mail
To change the account code for a call in progress, repeat the steps above, entering the new account code to assign the call to. Using Voice Mail When you click the Voice Mail tab in the main window, you see the voice mail list. 42 AltiAgent Manual... -
Page 51: Listening To Your Voice Mail
Play. Use the tape player type buttons to perform the following functions: Play Rewind Fast Forward Return Call Stop Delete If you click another message in the list, the current message stops playing. AltiAgent Manual... -
Page 52: Saving Remotely Or Locally
To add a note to accompany a voice mail, either type it right into the Note column, or right-click the voice mail, and select Note. Type the note in the area provided and click OK. The entry will be displayed in the Note field of the voice mail. 44 AltiAgent Manual... -
Page 53: Forwarding Voice Mail
If the extension name is not configured, then the extension number is used to match the search string for this extension. Optionally, you can leave an introductory message. Select the Record Introductory Message check box and follow the steps below. AltiAgent Manual... -
Page 54: Working With Voice Mail Groups (Distribution Lists)
The Log button allows you to log into or out of one or more workgroups. Viewing, Sharing, or Pushing Data Pushing a web page or URL is sending the page or URL as a link that the other person views in their web browser. 46 AltiAgent Manual... -
Page 55: Viewing Caller 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, and so on, including data from your external database such as Outlook, if available. AltiAgent Manual... -
Page 56: Sharing Or Sending A Url Or Page
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. 48 AltiAgent Manual... -
Page 57: Choosing Workgroups To Monitor
Choosing Workgroups to Monitor To choose workgroups to monitor: Click the Expand button in the AltiAgent main window, then click the Monitor tab. Click the Change button on the Monitor tab to open the Change Monitor dialog box. AltiAgent Manual... -
Page 58: Reading The Monitor List
• Connected—the extension is in use • Ringing—the phone on the extension is ringing; you can click the Status field to pick up the call at your own extension • Conference—the extension is on a conference call 50 AltiAgent Manual... -
Page 59: Calling Or Picking Up Calls
Viewing the Call History Click the History tab to view an informational history of handled calls. Note: Click on the column headings on the History tab to sort the data. The list on the History tab displays the following fields: AltiAgent Manual... -
Page 60: Viewing Workgroup Statistics
All button to delete the entire call history list. AltiAgent will ask you to confirm the deletion; click Yes to delete or No to cancel. Viewing Workgroup Statistics Click the Workgroup tab to view statistics on workgroup activity for the monitored workgroups. 52 AltiAgent Manual... - Page 61 “Viewing Group Statistics” in the AltiSupervisor Manual. These statistics are cleared if the system is reset. Click the Export button to export the statistics as a .csv (comma-separated values) file. Click the Print button to print the statistics. AltiAgent Manual...
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Page 62: Viewing Queues
Pickup button. If the agent is connected to a caller, the current call will be put on hold and the queued call is connected. Note: This feature must first be enabled by the system administrator. 54 AltiAgent Manual... -
Page 63: Using Activex Control With Third Party Applications
Caller ID into a database. For more information on using ActiveX with AltiAgent, refer to the “AltiAgent ActiveX Programmer’s Guide” available from AltiGen’s web site (www.altigen.com, under Support > Manuals > 5.2 Manuals). AltiAgent Manual... - Page 64 56 AltiAgent Manual...
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Page 65: Configuring Your Station Settings
Apply Button and OK Button In the Config window, click Apply or OK to save your changes: • Apply saves your changes and lets you continue in the Config window. • OK saves your changes and closes the Config window. AltiAgent Manual... -
Page 66: Default Trunk Access
The trunk access codes are defined by the system 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. 58 AltiAgent Manual... -
Page 67: Voice Mail Play Options
See “Advanced Options for Web-based and Workgroup Calls” on page 61 for details. Select the Auto Close check box to have AltiAgent close the pop-up window after you have finished with the call. AltiAgent Manual... -
Page 68: Accessing Databases
AltiAgent accesses from the database. • Country Code—If you selected Outlook or Outlook Express, the Country Code field is displayed. Enter the country code of the local AltiAgent user; US country code is “1”. 60 AltiAgent Manual... -
Page 69: Color Selection
Disable Auto Format. 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. AltiAgent Manual... -
Page 70: One Number Access (Ona)
When you answer an ONA call, you may be required to enter your extension password, depending on the configuration for your extension set by your system administrator. Before You Set Up ONA • ONA must be enabled for your extension by your system administrator. 62 AltiAgent Manual... -
Page 71: Setting Up One Number Access
See “Call Handling” on page 65 for details on these settings. Setting Up One Number Access To set up one number access, Click the One Number Access tab in the Config window. Select the times you want to be available to ONA callers. AltiAgent Manual... - Page 72 For outside numbers, use the drop-down list to select the trunk access code you want to use. Specify whether the number is an extension or outside number and if a password is required. 64 AltiAgent Manual...
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Page 73: Call Handling
If the ring time exceeds 30 seconds, the system will play a phrase every 15 seconds (playing time is included in ring time). Call Handling Click the Call Handling tab in the Config window to configure incoming call handling for your extension. AltiAgent Manual... -
Page 74: Forwarding All Calls
If you check Enable Do Not Disturb, use the Activity drop-down list to select the activity that applies to you: 1 - In-System, 2 - In-Personal, 3 - Meeting, 4 - Away From Desk, 5 - Business Travel, 6 - Personal Time Off 66 AltiAgent Manual... - Page 75 • Single Call Waiting—sets up single call waiting. This feature gives an alert tone (audio beep) to indicate that a call is waiting. Single Call Waiting must be selected in order to conference incoming calls. AltiAgent Manual...
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Page 76: Message Notification
Click the Message Notification tab in the Config window to establish how and when you want to be notified about incoming voice messages. Lets you create voice mail groups Use this tab to set the notification options: 68 AltiAgent Manual... -
Page 77: Voice Mail 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 AltiAgent. • Personal groups are set up and modified in AltiAgent or in your AltiGen voice mail system. AltiAgent Manual... -
Page 78: Working On Voice Mail Group Lists
To work on your personal voice mail groups, on the Message Notification tab, click the VM Group Edit button. The VM Group Edit dialog box opens. To create a voice mail group Click the New button in theVM Group Edit dialog box. The Create Group dialog box opens.. 70 AltiAgent Manual... -
Page 79: Station Speed Dialing Setup
When you add an outside number, all relevant prefix digits such as trunk or route access number, the long distance prefix 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. AltiAgent Manual... - Page 80 Click the Station Speed tab in the Config window. Click a Station ID to select it. Click the Edit button. Or double-click the Station ID. The Station Speed dialog box appears. Add or edit the Number, Name and Comment fields. Click OK. 72 AltiAgent Manual...
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Page 81: System Speed Dial Numbers
In AltiAgent, you cannot edit system speed dial numbers or names, but you can edit the Comment column. To do so, select the entry, click the Edit button, make your change, and click OK. AltiAgent Manual... - Page 82 74 AltiAgent Manual...
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Page 83: Index
29 GoldMine 2, 60 using MeetMe 31 configuration call handling 65 handling calls 22–30 general 58 history logs 51 message notification 68 history window 51 One Number Access 68 hold 18 station speed dialing 71 hold button 25 AltiAgent Manual... - Page 84 5 ONA call screening 64 system speed dialing 73 ONA ring duration 65 One Number Access password 64 TCP socket 13 One Number Access threshold time 18 configuration 68 transfer One Number Access setup 63 76 AltiAgent Manual...
- Page 85 26 attaching a note 44 forwarding 45 groups 46 playing 43 saving 44 voice mail list 42 voice mail state 19 web page, pushing 46 web pages 46 web-based calls 61 Windows tray 13 workgroup 48 AltiAgent Manual...