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Altigen AltiServ User Manual

For altiware open edition (oe), versions 3.5 & 4.0
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AltiServ
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for AltiWare Open Edition (OE), Versions 3.5 & 4.0

User Guide

Revised 09/2000 4003-0002-4.0

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Summary of Contents for Altigen AltiServ

  • Page 1: User Guide

    AltiServ ™ for AltiWare Open Edition (OE), Versions 3.5 & 4.0 User Guide Revised 09/2000 4003-0002-4.0...
  • 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.

  • Page 3: Table Of Contents

    Workgroup Features ........18 Workgroup Supervisor Features ......18 AltiServ User Guide iii...
  • Page 4 One Number Access ........49 iv AltiServ User Guide...

  • Page 5: Phone Feature Codes

    #36 ..... . Call Forwarding #37 ..... . Remote Call Forwarding AltiServ User Guide 1...

  • Page 6: Workgroup Features

    FLASH <no.> # ... . . Conference Call FLASH ....Call Waiting Features are available in AltiWare version 4.0 or higher only. 2 AltiServ User Guide...

  • Page 7: 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 3...

  • Page 8: Putting A Call On Hold

    Dial the second party’s phone number (no need to dial the prefix for trunk-line access such as 9) and either hang up or announce the call. Once you place the handset back on-hook, the trunk line also drops and Centrex completes the transfer. 4 AltiServ User Guide...

  • Page 9: Conference Calls

    101 - 110 are all on the same board, 101, 105, and 107 could be involved in one conference call, while 104 and 108 were on another, and 109 and 102 were on a third call. AltiServ User Guide 5...

  • Page 10: Consultation

    For example to park the call at ext. 487, press FLASH # 31487. To pickup the parked call, press # 31 followed by the extension number of the station where the call is parked. 6 AltiServ User Guide...

  • Page 11: System Call Park And Silent System Call Park

    This feature enables a “personal” queue that allows you to handle multiple incoming calls by letting callers wait in queue until you answer the call. You can transfer or park calls before answering the next call in queue. AltiServ User Guide 7...

  • Page 12: System Callback

    In order to access this feature, System Callback must be configured in the Auto Attendant by the system administrator. 8 AltiServ User Guide...

  • Page 13: Dialing A Remote Altiserv

    Auto Attendant (and not to a person’s or workgroup extension), you can connect with the operator or Auto Attendant as follows: Dial the IP trunk access code (e.g. 8). Dial the destination ID (e.g. 1), if applicable. AltiServ User Guide 9...

  • Page 14: Calling A Remote Number (Hop Off Dialing)

    Hop On Dialing to a Remote Extension To hop onto a remote extension: The incoming call must come in over T1 or the CO to an extension. The extension is set up to forward over IP to the remote extension. 10 AltiServ User Guide...

  • Page 15: Voice Over Ip Trunk Call Support

    • Zoomerang - allows the caller to leave a different extension number as the callback number. If the callback number of a call from another AltiServ is available and automatically captured, AltiServ only announces the extension number but connects to the correct remote AltiServ. AltiServ User Guide 11...
  • Page 16 • AltiReach Support - all features accessible via AltiReach (One Number Access, Message Notification, etc.) can be used with IP trunks. Call View and Workgroup View windows also show call activities over IP trunks. • AltiView / AltiView IP Extensions 12 AltiServ User Guide...

  • Page 17: Remote Locations Ip Dialing Chart

    IDs and extension lengths for each remote AltiServ system. IP Trunk Access Code: (e.g. 8) Remote Loc. ID) Extension Length Location/Destination (Dialed Digits) (at remote location) (example) San Jose (example) Seattle AltiServ User Guide 13...

  • Page 18: Using Feature Codes

    Personal Call Park FLASH #31, then hang D Q R W K H U up; OR FLASH #31 <ext>, then hang up Personal Call Park Pickup <ext> System Call Park FLASH System Call Park Pickup <loc.> 14 AltiServ User Guide...
  • Page 19 Using Feature Codes Hands Free Intercom Mode Hands Free Manual Answer Mode * <ext> = extension num.; <nn> = 2-digit num.; <loc.> location num. AltiServ User Guide 15...

  • Page 20: Altimail Quick Features

    * <ext> = extension num.; <nn> = 2-digit num.; <loc.> location num.; <string> = character string If you are unable to make calls within certain area codes, check with your Sys- tem Administrator for any toll restrictions placed on codes and dialing prefixes. 16 AltiServ User Guide...

  • Page 21: Call Management

    Disturb Call Forwarding #36 <pass- word> <des- tination> # Remote Call #37 <your Forwarding ext> <pass- word> * <ext> = extension num.; <nn> = 2-digit num.; <loc.> location num.; <destination> = extension or complete phone number AltiServ User Guide 17...

  • Page 22: Workgroup Features

    <agnt ext> + 2 * <wkgp ext> = workgroup pilot extension num.; These features are available in AltiWare version 4.0 only. Also, they require a Triton Resource Board and system setup to allow monitoring and barge in. 18 AltiServ User Guide...

  • Page 23: Other Features

    Overhead Paging by Trunk Feature Tips Silent System Call Park #73 ' L V D E O H * <nn> = 2-digit num; <phone number> = extension or complete phone number, including trunk or route access code AltiServ User Guide 19...

  • Page 24: C Hapter

    Operator can be routed to the next extension in a queue, sent to a voice mail (the General Mailbox), or placed into a new queue. Be sure to fully understand your organization’s customized call processing procedures. 20 AltiServ User Guide...

  • Page 25: Operator Off-Line

    To activate this feature, press # 39. When it’s active, you can deactivate it also by pressing # 39. Outside Call Blocking You can block access to all outside lines by pressing #38. Pressing #38 a second time restores the system to its normal outside calling status. AltiServ User Guide 21...
  • Page 26 AltiServ Telephone Functions 22 AltiServ User Guide...

  • Page 27: Hapter

    AltiMail voice prompts provide instructions and options for all functions. From any menu, press 0 to repeat your options or * to return to the previous menu. The chart at the end of the AltiServ User Guide will help you better understand the menu structure. Feature Tips Each time you login to AltiMail, you hear a Feature Tip—helpful tips and...

  • Page 28: Transfer To Altimail Feature

    If you’re calling someone else’s extension, press # to enter your extension and then your password. FLASH may be disabled if the operator or user is using any TAPI third party application that does not support it. 24 AltiServ User Guide...

  • Page 29: Returning To Auto Attendant From Altimail

    To listen to Mixed-Media messages (see page 37), press 8 and then… • 1 for new messages • 2 for saved messages The Main Menu options 1, 2, and 8 are not available and are not announced if there are no new or saved messages. AltiServ User Guide 25...
  • Page 30 To work around this problem, instruct users to append a few commas (,) to the outcall (cellular) number when entering it. One comma provides a one second pause. 26 AltiServ User Guide...

  • Page 31: Sending Messages

    AltiMail. The use of this privilege is configurable on a per-user basis. Check with your AltiServ system administrator. To place a call, press # at the Main Menu, then dial the number or extension. AltiServ User Guide 27...

  • Page 32: Personal Options

    3 to select which greeting to use (the system greeting or personal greeting). Even if you have recorded your personal greeting, the default system greeting is used until you select and thus activate your personal greeting. This also applies to the Initial and Subsequent greetings described below. 28 AltiServ User Guide...

  • Page 33: Changing Your Password

    To change your password, after pressing 4 at the Main Menu to hear the Personal Options … Press 2 for the Password options Press 1 to change the password Enter a new password. See “About Passwords” on pag e24. AltiServ User Guide 29...

  • Page 34: Using Message Notification

    — 2 to activate notification during off hours — 3 to setup your own notification schedule. AltiMail will prompt you for the activate and deactivate times. If the hour digit is “1” in the case of one o’clock for example, press # 30 AltiServ User Guide...

  • Page 35: Using Reminder Calls

    Press # to confirm the message delivery. Reviewing Scheduled Reminder Calls If a scheduled reminder call has not been delivered, there is an additional option on the Reminder Call menu: you can press 1 to review scheduled reminder calls. AltiServ User Guide 31...

  • Page 36: 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. 32 AltiServ User Guide...
  • Page 37 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 in the immediately preceding procedure, “Creating a Distribution List”. AltiServ User Guide 33...

  • Page 38: Enable/Disable Ip Extension

    The Zoomerang feature enables you to return a call with the push of one button while you are in AltiMail. Private Messaging provides a way to leave a private message for callers who are difficult to reach. 34 AltiServ User Guide...

  • Page 39: Zoomerang

    2 to attach a call back number (If the callback number is outside of your outcall accessibility, the system cannot return the call. Please check with your System Admin- istrator for your toll restrictions.) • # to send the message AltiServ User Guide 35...

  • Page 40: Private Messaging

    The time and date the message was recorded • The recipient • Whether the message has been heard • A replay of the message • A prompt for you to press 1 to keep the message or 2 to delete it. 36 AltiServ User Guide...

  • Page 41: Altimail Mixed-Media Messaging

    Get Mail. Be sure to enter your e-mail password when prompted. Retrieving Messages To retrieve messages using your multi-media computer, Configure your e-mail application (see “Accessing AltiMail” above). Click on the “Get Mail” icon. AltiServ User Guide 37...
  • Page 42 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 carbon copy (CC:) the message to yourself to verify that the audio attachment has been attached and sent successfully. 38 AltiServ User Guide...

  • Page 43: Chapter 3 Using Altireach

    It will be in the form http://[servername]/altireach or http://www.[YourDomain.com]/altireach Open a web browser and go to the AltiReach URL address, where you login by entering your first and last name, extension, and password. Figure 1. AltiReach Login page AltiServ User Guide 39...

  • Page 44: The Main Menu

    • Call management • Station speed dialing • CallView — a view of extension activity • One Number Access • Message notification Figure 2. AltiReach Main Menu The remainder of this chapter describes these functions. 40 AltiServ User Guide...

  • Page 45: Setting Call Management

    Figure 3. Call Management Setup page, Version 4.0 only. Forwarding All Calls If you want to forward calls to an external number, begin with the outside trunk or route access digit and any long distance prefix digits such as 1 and area code. AltiServ User Guide 41...
  • Page 46 Also, choose whether you want the original address’s mail to be deleted, treated as new, or treated as read and saved mail after it is forwarded. 42 AltiServ User Guide...

  • Page 47: Speed Dial Setup

    Multiple Call Waiting for your extension to be able to handle more than one call at a time. If you’re logging in to AltiReach to use CallView from a workgroup extension, see “Workgroup View” on page 46. AltiServ User Guide 43...
  • Page 48 Placing a call on hold - while connected to a call, click one of the four Hold buttons. The Hold button becomes a Retrieve button. You can place up to four calls on hold at the same time. 44 AltiServ User Guide...
  • Page 49 Then click the Pickup button to pick up that ringing call at that extension. This is the same as dialing #29 <extension> on the handset to pick up a call. • Using the Release button - click the Release button to disconnect an active call. AltiServ User Guide 45...

  • Page 50: Workgroup View

    The first row shows two buttons that display in red when there are New or Archived (saved) messages. The second and third lines show the type of New and Saved messages— Voice and Mixed-Media (E-mail)—and how many messages there are in each category. 46 AltiServ User Guide...
  • Page 51 Ave Call Length - shows the average length of calls that come in through the workgroup and are taken by a workgroup member. Except for the message waiting indicators, the data on this page is cleared and reset every morning at 3:00 AM. AltiServ User Guide 47...

  • Page 52: Message Notification Setup

    • Delay After Dialing—what delay the system should use in waiting after dialing to deliver the message. • Schedule—during what hours you want to be alerted. 48 AltiServ User Guide...

  • Page 53: One Number Access

    • Enable ONA on the Call Management page of AltiReach by selecting the Enable One Number Access box. • Make sure the Do Not Disturb is not enabled. AltiServ User Guide 49...
  • Page 54 You can also enter a password number such as “5555” so that a caller who knows this password can use ONA to find you, regardless of where they are calling from. Tell the caller the caller to dial 1 during your personal greeting and then enter the password. 50 AltiServ User Guide...
  • Page 55 In version 3.5, the forwarding number fields do not show a drop-down list to choose the trunk access. The forwarding number must contain the trunk access code along with the number. AltiServ User Guide 51...
  • Page 56 When ONA is active, the system dials the forwarding number(s) in the order from Forwarding Number 1 through Forwarding Number 4. (This number order does not correspond to the Schedule order—For- ward Number 2 is not used first during Schedule Number 2.) 52 AltiServ User Guide...

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