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Summary of Contents for Altigen Center
- Page 1 ™ Center , AltiAgent and AltiSupervisor AltiView ™ ™ ™ for AltiWare Open Edition (OE) Release 4.0 User Guide Revised 09/2000 4504-0001-4.0...
- Page 2 Inc. will not be liable for technical or editorial errors or omissions contained within the documentation. The information contained in this documentation is subject to change without notice. This documentation may be used only in accordance with the terms of the AltiGen Communications, Inc. License Agreement. AltiGen Communications, Inc.
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Page 3: Table Of Contents
Table of Contents Contents ......... ARRANTY HAPTER Installation . - Page 4 Table of Contents Using Call Waiting........20 Transferring Calls.
- Page 5 Table of Contents HAPTER Using Center as a Supervisor ......45 Logging In ......... . . 45 Viewing Group Statistics .
- Page 6 Table of Contents vi Center 4.0 User Guide...
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Page 7: Warranty
AltiGen Communications will, at its sole option, repair, refund or replace the product with a like product. Length of Warranty All AltiGen Communications products are warranted for one (1) year for all parts from the date of the first consumer purchase. Who the Warranty Protects This warranty is valid only for the first consumer purchaser. - Page 8 End user customers should contact your Authorized AltiGen Dealer for service. Authorized AltiGen Dealers must follow the steps below for service: Take or ship the product, prepaid, to your AltiGen distributor or to AltiGen Communications, Inc. All materials being returned to AltiGen must have an associated RMA number.
- Page 9 In no event shall AltiGen or its affiliates, suppliers, or authorized resellers be liable for incidental, consequential or any other indirect loss or damage (including lost profits or revenues) incurred in connection with the product.
- Page 10 Warranty x Center 4.0 User Guide...
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Page 11: C Hapter
• Center 4.0 Server License Agreement If any of these items are missing or damaged, please contact your Authorized AltiGen dealer. Client System Requirements The client system must each meet the following minimum requirements. For server system requirements, see the Altiware Getting Started Manual. -
Page 12: Session Licensing And License Upgrade Procedures
Installation Most frequently, this means loading the software onto a shared network file server and copying the software to each desktop PC. Alternatively, you can use Center CD ROM to install the program on each desktop. Session Licensing and License Upgrade Procedures AltiWare OE (Release 4.0 or higher) comes with one free licensed connection to support an AltiView client. - Page 13 Session Licensing and License Upgrade Procedures Upgrading Licenses To increase the number of simultaneous Center sessions, follow these steps: Insert the AltiWare CD into the CD drive. Run the SETUP.EXE in the AltiWare OE folder to run the setup program. Select the Upgrade Port License option and click OK.
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Page 14: Installation And Setup
AltiSupervisor. For more detailed information on each version, refer to subsequent chapters in this manual. Installing AltiView Voice Mail Service on AltiServ AltiGen Switching Service must be installed first. AltiGen Switching Service is installed and run when you install AltiWare and anytime you run the AltiWare Administrator. -
Page 15: Uninstalling Center
Microsoft Outlook Support Uninstalling Center From the Windows Start menu, select Programs Center Uninstall Center. Click OK when the dialog box asks if you want to uninstall the program, and respond to any additional prompts. Uninstalling AltiView Voice Mail Service at AltiServ From the Windows Start menu, select Programs AltiView VM Service... - Page 16 Installation 6 Center 4.0 User Guide...
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Page 17: Hapter
Logging In H A P T E R Getting Started Center 4.0 is a suite of desktop applications for managing personal calls, workgroup calls and performing phone and supervisory functions from the PC. Center contains three applications: • AltiView is the primary software application designed for general desktop PC users in an AltiServ environment. - Page 18 Getting Started To Log In Run the Center application and, if this is the first login to this AltiServ system, enter the servers IP address or name of the system you will be using. If this is not your first login, go on to the next step. Figure 1.
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Page 19: Logging In From A Remote Location (Ip Extension)
Logging in from a Remote Location (IP Extension) Select the usage—Desktop User (AltiView), Workgroup Agent (AltiAgent), or Workgroup Supervisor (AltiSupervisor)—and click OK to complete the login. Logging in from a Remote Location (IP Extension) For desktop use, but not for workgroup agent or supervisor use, you can access Center from a remote location using an IP extension. -
Page 20: Hiding Or Exiting Center
Getting Started As a test, you can choose Run from the Windows Start menu, then enter Ping <IP address> [ENTER] where <IP address> is the AltiServ system you want to connect to. An example of the IP address form is 123.234.231.143 If you do not get a response, contact your LAN administrator for support. -
Page 21: Call States
Call States Call States Center applications all report the status of calls. A list of the states includes the following: • AA - the call is being transferred to an Auto Attendant. • Busy - callee is busy or not available •... -
Page 22: Error Messages
Getting Started Error Messages The following errors may be displayed as login or connectivity errors. Error Message Description Solution 12 Center 4.0 User Guide... - Page 23 Error Messages Error Message Description Solution Center 4.0 User Guide...
- Page 24 Getting Started 14 Center 4.0 User Guide...
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Page 25: Hapter
H A P T E R Using Center as a Desktop User Once you log in as a Desktop User described beginning on page 7, the AltiView main window appears. This window provides tools to manage and monitor calls, to facilitate management of your personal contacts, and to configure your AltiServ phone and voice mail options. -
Page 26: About The Calls List
Using Center as a Desktop User • The Configuration button allows you to customize your call handling and voice message settings. See “Configuring Your Station Settings” on pag e53. • The Monitor button provides a view into extension or workgroup activity and provides access to past call logs. -
Page 27: Handling Calls
Dialing Handling Calls Dialing You can dial out in a number of ways: using the numeric keyboard or using the mouse, and by name or extension, number, or speed dial number. Initiate dialing by clicking the dial button in the main window. Clicking the Dial button opens the dialing window. -
Page 28: Dialing By Number
Handling Calls Dialing By Number Using the keyboard number keys In the dialing window, enter the numbers you wish to dial using the standard numeric keys or the numeric keypad. The numbers appear in the box above the dialing pad. Press Enter or click the Dial button to place the call. -
Page 29: Dialing Speed Dial Numbers
Dialing Searching by Name Click anywhere in the text box above the dialing pad, then begin to type the name of the person you want to call. 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. -
Page 30: Using Call Waiting
Handling Calls Using Call Waiting During a call, you may hear a beep indicating that you have another incoming call. To answer the call: Click the Calls tab on the AltiView main window to view the directory of current calls. Find and click the row displaying the incoming call. -
Page 31: Sending Calls To Voice Mail
Dialing Sending Calls to Voice Mail While connected to call, click To Voice Mail on the main window. When the dial pad appears, choose the extension number to which you want to send the call, then click OK. You can also transfer a call to voice mail before you answer it. Transfer to Attendant While connected to a call, click To Attendant on the main window. - Page 32 Handling Calls You can cancel the conference at any time by clicking the Cancel button, closing the dialog box, or by pressing your phone’s FLASH button. Normally, after cancelling you will be reconnected automatically to the initial call. If you are not automatically reconnected and want to reconnect to the first call, click the Hold Pending status representing the call.
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Page 33: Using Voice Mail
Dialing Using Voice Mail About the Voice Mail Window Figure 11. Voice Mail window When you click the Voice Mail tab in the main window, you see the voice mail list. • New voice mail messages are indicated by a white, closed envelope icon in the status window of AltiView. -
Page 34: Listening To Your Voice Mail
Using Voice Mail Listening to Your Voice Mail In the Voice Mail list, select the message and use the voice mail controls at the bottom right of the window to play it, rewind, or fast forward. You have several listening options which you configure as described in “General Information”... -
Page 35: Returning The Call
Listening to Your Voice Mail Returning the Call Click the Return Call button to call back the sender. Attaching a Memo To add a note to accompany a voice mail, click the Memo button to invoke the Memo window. Figure 12. Attaching a memo to a voice message Type in the memo in the area provided and click OK. -
Page 36: Forwarding Voice Mail
Using Voice Mail Forwarding Voice Mail To forward a voice mail message to an extension or to a Voice Mail Group: Select the voice mail in the Voice Mail view of the AltiView main window. Click the Forward button to invoke the VM Forward pop up window. Select the check boxes next to the extensions and/or voice mail groups to which you want to forward the message. -
Page 37: Working With Voice Mail Groups (Distribution Lists)
Listening to Your Voice Mail Working with Voice Mail Groups (Distribution Lists) You can set up voice mail (VM) groups to forward messages to multiple recipients at the same time. You can set up to 100 personal voice mail groups, each with 64 members. Group members can be any extension or another voice mail group. -
Page 38: Creating A Vm Group
Using Voice Mail Creating a VM Group To create a VM group after opening the VM Group Edit window, click the New button, which invokes the Create Group window. Use the scroll bar to select a desired Group ID. Enter the VM Group Name and any Comments. These are optional but may help you identify the group. -
Page 39: Deleting A Group
Listening to Your Voice Mail Deleting a Group To delete a Voice Mail Group: Access the VM Group window as described on page 27. Click the Change button in the VM Group Edit window to open the Change Group window. Click the Clear button to deselect all extensions. -
Page 40: Monitoring Extension Activity
Monitoring Extension Activity Monitoring Extension Activity If your extension’s configuration in the AltiWare Administrator provides for it, you can monitor the activity on other extensions. If you’re a manager, for example, you might monitor to determine whether you need more resources in a busy environment. Or, for another example, 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. -
Page 41: Reading The Monitor List
Choosing Extensions to Monitor Selecting a group entry displays all the workgroup members in the monitoring window. Deselecting a group entry takes all workgroup member extensions out of the display. Reading the Monitor List In the monitor list, each selected extension is listed along with its State, Number, Name, and Group (workgroup), which shows only if the call is coming into to a workgroup. -
Page 42: Viewing The Call History
Monitoring Extension Activity Viewing the Call History Click the History tab in the Monitor window to view an informational history of handled calls. Figure 15. History window The list in the History window displays the following fields: • Number—the extension or phone number. Upward arrow icons indicate outgoing calls;... - Page 43 Viewing the Call History Deleting Logs To delete a specific call log entry, click the entry to select it, then click Delete. Or, right click the entry and select Delete. To clear the entire call log, click Delete All, or right click any entry and select Delete All.
- Page 44 Monitoring Extension Activity 34 Center 4.0 User Guide...
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Page 45: Hapter
H A P T E R Using Center as a Workgroup Agent AltiAgent is a desktop call control application for workgroup agents to manage their workgroup calls from the PC. AltiAgent allows direct access to call handling as well as configuration functions including the following. You cannot log in as a workgroup agent using the IP Extension integrated with NetMeeting option. -
Page 46: Logging Out Or Changing Workgroups
Using Center as a Workgroup Agent Select the workgroup or workgroups you want to log in to, then click OK. Center supports login on up to eight workgroups simultaneously. Logging Out or Changing Workgroups After you’ve logged in, you can log out or change the workgroups you’re logged in as follows: Click the Login/Logout button in the main window to open the Group Login window, an example of which is shown on the previous page. -
Page 47: Call Handling
Call Handling The window consists of the following displays and buttons: • The Workgroup Status panel displays statistical information about the current workgroup. Above the panel are tabs that allow you to switch the view between the workgroups you’re logged in to. The statistics are self-explanatory, except perhaps it needs to be noted that the Service Level represents the percentage of workgroup calls taken out of queue before the Threshold time has expired. -
Page 48: Setting Status To Ready Or Not Ready
Using Center as a Workgroup Agent Setting Status to Ready or Not Ready Click the Wait 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. - Page 49 Call Handling • From Supplemental Caller Data, including user data tagged to the call, and data included by using the AltiAgent Memo button, DDR, ActiveX I/F or Agent ActiveX I/F. • From caller data collected from the web page form •...
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Page 50: Using Voice Mail
Using Center as a Workgroup Agent To share or push the URL, select the URL you want to share by clicking it, then click Push to send it or Share to share it. When you’re done, click the Release button to disconnect the web call. Using Voice Mail The Voice Mail features and functions are the same as those for the desktop user. -
Page 51: Selecting The Workgroups To Monitor
Monitoring selecting the Workgroups to Monitor Click the Change button in the Monitor window to open the Change Monitor window. Select the check boxes next to the workgroups you want to monitor, and click OK. The extensions in the selected work groups are now listed in the Monitor window. -
Page 52: Viewing Workgroup Statistics
Using Center as a Workgroup Agent Viewing Workgroup Statistics Click the Workgroup tab to open the Workgroup window and view statistics on workgroup activity for the monitored workgroups. Most of the data is self-explanatory, but you might note that the Service Level represents the percentage of workgroup calls that have been taken out of queue before the Threshold time has expired. -
Page 53: Viewing Queues
Monitoring Viewing Queues Click the Queue tab to open the Queue window to view the calls in queue for the monitored workgroups. The call data includes the Caller ID and caller name, if available, as well as the workgroup and amount of time the call has been in queue. - Page 54 Using Center as a Workgroup Agent 44 Center 4.0 User Guide...
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Page 55: Using Center As A Supervisor
Logging In H A P T E R Using Center as a Supervisor Logging in to Center as a Supervisor allows you to view workgroup and agent performance statistics and a history of calls. You can print this statistical data or export it to a CSF (Call Summary Format) file. Further, you can view call data for calls in queue. -
Page 56: Viewing Group Statistics
Using Center as a Supervisor Viewing Group Statistics The Group Statistics window displays—for each workgroup—real time workgroup activity and performance, workgroup performance since midnight, and a summary of agent data. The statistics displayed are for workgroup calls only. These statistics are reset every night at midnight. Most of the statistics are self-explanatory, but you may wish to note the following: •... - Page 57 Viewing Group Statistics • Average wait time for answered calls—the average amount of time a caller is in queue before being answered. • Average wait time for abandoned calls—the average amount of time calls were in queue before they were abandoned. Abandoned means that the caller has hung up before the call was answered.
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Page 58: Viewing Agent Statistics
Using Center as a Supervisor Viewing Agent Statistics Figure 23. Agent Statistics window The Agent Statistics window displays statistics for each agent, including the number of calls answered, the average talk time (average amount of time spent on the phone per call), and the average time spent in wrap up. The table also displays the login and logout times. -
Page 59: Viewing A History Of Agent Activity
Viewing Agent Statistics Viewing a History of Agent Activity Click the History button in the Agent Statistics window to view a history of agent activity for the currently selected workgroup’s agents. Figure 24. Agent Call History window The Call History displays a data panel, showing you the number of calls for each agent in the work group. -
Page 60: Viewing Agent Current Status
Using Center as a Supervisor Viewing Agent Current Status Click the Agent State button to view the current status of the agents for the selected workgroup. Figure 25. Agent State window This window displays information about the agent’s logon status and the extension state, described on page 11. -
Page 61: Monitoring-Listening In And Barging In
Viewing Agent Current Status Monitoring—Listening in and Barging In If your system and extension are configured to provide these functions, you can listen to (silent monitor) agent’s calls and, if necessary, intervene and enter the conversation in progress, sometimes called barging into the call. Essentially, barging in is to create a conference call with the agent, the caller, and yourself. -
Page 62: Viewing The Queues
Using Center as a Supervisor Viewing the Queues Click the Queue button to view the queue for the selected workgroup. Figure 26. Queue window For each call in queue, the Queue window displays the ID, the wait time, Caller ID, and Caller Name if available. The maximum number of calls in queue, at any one time, is 34. -
Page 63: Hapter
H A P T E R Configuring Your Station Settings Desktop users and workgroup agents can configure the following settings and options by clicking the Config button in the main window to open the Config window. • General Info—password, default trunk access, and other settings. •... -
Page 64: General Information
Configuring Your Station Settings General Information Figure 27. General Info configuration The General Info tab is the window you see when you first click the Config button in the Center main window to open the Config window. In this window, you can edit your password, the default trunk access code, voice mail settings, Center audio and video behavior, and external database access options. -
Page 65: Voice Mail Play Options
General Information Voice Mail Play Options You can choose to play your messages on your phone set, or play them on your sound card and speakers. If you choose to play them on your sound card, you have another choices: you can choose to play the message as it downloads, or to download it completely and play it on an external media player. - Page 66 Configuring Your Station Settings Advanced Database Options for Web-based 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 database options. Figure 28. Advanced database options •...
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Page 67: Call Handling
Call Handling Call Handling Click the Call Handling tab in the Config window to configure incoming call handling for your extension. Figure 29. Call Handling configuration Forwarding All Calls If you want to forward calls to an external number, select a trunk access code in the drop-down list, then begin with the outside trunk or route access digit and any long distance prefix digits such as 1 and area code. - Page 68 Configuring Your Station Settings 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 will not know to enter a return phone number unless instructed. Do Not Disturb If you select Enable Do Not Disturb, all incoming calls are forwarded to voice mail.
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Page 69: One Number Access
One Number Access One Number Access If you are expecting calls that you want to receive regardless of where you are, you can have the system send the call to you by dialing pre-determined numbers based on a pre-determined schedule. When One Number Access (ONA) is active and a call comes in to your extension, the system checks to see if the number represents a call you want to receive. - Page 70 Configuring Your Station 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 in which you set ONA options: Figure 30. One Number Access window •...
- Page 71 One Number Access Using this dialog box, you can set up to four different schedules. You can enable or disable each schedule by selecting or deselecting its check box. • Enable the Verify Caller ID check box and then specify the incoming phone numbers for ONA.
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Page 72: Message Notifications
Configuring Your Station Settings Message Notifications Click the Message Notify tab in the Config window to establish how and when you want to be notified about incoming voice messages. Figure 31. Message Notification options Use this window to set the notification options: •... -
Page 73: Station Speed Dialing Setup
Station Speed Dialing Setup Station Speed Dialing Setup Click the Station Speed tab in the Config window to assign and store up to 20 Station IDs—speed dial entries. When you add a number, all relevant prefix digits such as trunk or route access number, the long distance prefix 1 and area codes must precede an outside phone number. -
Page 74: Adding Or Editing Station Speed Entries
Configuring Your Station Settings Adding or Editing Station Speed Entries Click a Station ID to select it. Click the Edit button. When the Dial Setting dialog box appears, add or edit the Number. Optionally, to aid your memory, add or edit the Name and Comment. Figure 33. -
Page 75: Index
53 main window 36 databases 5 AltiGen ii advanced options 56 AltiGen Communications deleting phone numbers ii logs 33 AltiGen services 4 dial-by-name 56 AltiSupervisor 45 dialing AltiView by name 18 configuration 53 by name search 19 main window 15... - Page 76 Index general configuration 54 OK button 53 GoldMine 5 One Number Access Goldmine 55 password 61 group statistics, viewing 46 One Number Access group view 46 configuration 59 One Number Access Setup 60 handling calls 17–22 hiding Center 10 pager, and forwarding 58 history logs 32 Park state 11 history window 32, 41...
- Page 77 Index status, agent call history 41 switching service 4 queues 43, 52 system requirements 1 statistics 42 system speed dialing 64 workgroup agent call handling 37 TCP socket 9 threshold time 37, 42 transfer calls 20 transfer to auto attendant 21 transfer to voice mail 20 transferring calls to voice mail Troubleshooting IP Connectivity 9...
- Page 78 Index 68 Center 4.0 User Guide...
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