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Altigen Contact Advantage Manual

Altiview, altiagent, and altisupervisor for altiware open edition (oe) release 4.5
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Voice
w w w. a l t i g e n . c o m
Internet
Shaping the Future of Converged Communications

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  • Page 1 Voice w w w. a l t i g e n . c o m Internet 11-4.5 Shaping the Future of Converged Communications...
  • Page 2 ™ Contact Advantage AltiView™, AltiAgent™, and AltiSupervisor™ for AltiWare Open Edition (OE) Release 4.5 Manual Revised 02/2002 4504-0011-4.5...
  • Page 3 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 4: Table Of Contents

    Using Contact Advantage as a Desktop User ... . 15 About the Main Window ......16 Contact Advantage Manual...
  • Page 5 Viewing Agent Statistics ....... . 55 Viewing a History of Agent Activity ..... 56 ii Contact Advantage Manual...
  • Page 6 Index ..........77 Contact Advantage Manual...
  • Page 7 Contact Advantage Manual...

  • Page 8: Warranty

    How Long the Warranty Is Effective All AltiGen Communications products are warranted for one (1) year for all parts from the date of the first end user purchase. Whom the Warranty Protects This warranty is valid only for the first end user purchaser.
  • Page 9 AltiGen website at http://www.altigen.com/ partner/product.htm, to 510-252-9738, attention to Customer Service. AltiGen reserves the right to refuse return of any material that does not have an RMA number. The RMA number should be clearly marked on the outside of the box in which the material is being returned.
  • Page 10 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. Contact Advantage Manual...
  • Page 11 Contact Advantage Manual...

  • Page 12: Hapter

    To install the Contact Advantage client software, you can load Contact Advantage client on a network server and then using your company’s distribution software to deliver the Contact Advantage client software to each desktop PC. Contact Advantage Manual...

  • Page 13: Session Licensing And License Upgrade Procedures

    You can verify the new number of extensions when you run AltiAdmin by selecting About AltiWare… on the Help menu, then clicking the License Information button to view a window that displays licenses and session information. 2 Contact Advantage Manual...

  • Page 14: Installation And Setup

    Contact Advantage supports Microsoft Outlook 97, 98, and 2000, and Outlook Express 5.0, allowing you to obtain phone numbers to dial from a Microsoft Contact list. Contact Advantage also lets you see the incoming calls that have a matching record in the Contact list. Contact Advantage Manual...

  • Page 15: Act!/Goldmine® Support

    AltiView 4.5 can be used in conjuction with QuickNet’s firmware and hardware. If QuickNet hardware (phoneJACK or phoneCARD) and driver is already installed on the local machine, upon AltiView installation and logon, AltiView will then enable functionality to control real-time voice compression/decompression functions through a GUI. 4 Contact Advantage Manual...

  • Page 16: Hapter

    IP address of the server you’ll be linking to. If you use the server name and not the IP address, AltiServ replaces the name with the IP address, eliminating the need of a DNS (Domain Naming System) search. Contact Advantage Manual...
  • Page 17 If you do not have an Internet Phone Jack or an IP phone and you want your AltiView desktop to access AltiServ as an IP extension, select the IP Extension Integrated with check box and set the dropdown list to NetMeeting. 6 Contact Advantage Manual...

  • Page 18: Logging In Remotely Using An Ip Extension

    • You must have AltiGen-certified IP phone/adapter equipment (QuickNet), or you can use Microsoft NetMeeting version 3.01. Consult your system administrator or authorized AltiGen dealer for details on obtaining and using any of these options. The NetMeeting option is discussed in the next section.

  • Page 19: Ip Extensions Using Microsoft Netmeeting 3.01

    • A QuickNet hardware and driver. • A headset or analog phone connected to the QuickNet card. A microphone and speakers should not be used since the speaker's output would be fed back to the microphone and cause severe echoes. 8 Contact Advantage Manual...

  • Page 20: Troubleshooting Ip Connectivity

    After you log in, the Contact Advantage icon (a phone) is displayed on the Windows tray, normally at the bottom right of your screen. When you have new voice mail, the phone grows a small yellow envelope. Contact Advantage Manual...

  • Page 21: Resizing The Display

    • Music on Hold - an extension user placed the call on hold to take another call • Park - the call is parked • Play - playing voice mail • Proceeding - the outgoing call is in progress • Record - recording an introductory message 10 Contact Advantage Manual...

  • Page 22: Error Messages

    AltiServ. address or DNS name) by: server name or net- 1. Pinging the network server work connection. address OR 2. Try using the IP address of AltiServ (if using the DNS name in the server field). Contact Advantage Manual...
  • Page 23 Confirm that your extension is sion integrated with the IP extension option set up as an IP extension and Netmeeting.” without an installed that Microsoft NetMeeting version of NetMeeting. 3.01 or higher installed on your desktop 12 Contact Advantage Manual...
  • Page 24 AltiClient is outdated 4.5 (install matching version of version of AltiWare from AltiWare release. AltiClient). that is running. This can lead to inconsis- tent or no functional- ity. Please install the correct version before proceeding. Contact Advantage Manual...
  • Page 25 14 Contact Advantage Manual...

  • Page 26: Hapter

    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. Configuration is described in “Configuring Your Station Settings” on page 67. Figure 2. AltiView main window Contact Advantage Manual...

  • Page 27: About The Main Window

    The Monitor button provides a view into extension or workgroup activity and provides access to past call logs. AltiView with QuickNet Integration When logged in as an IP Extension integrated with QuickNet, AltiView displays an arrow button in the bottom right of the main window. 16 Contact Advantage Manual...
  • Page 28 Device - select Telephone or Headset • Codec - select G.723.1 or G.711 • Mute - check or uncheck • Microphone/Speaker/Echo/Jitter - slide left to decrease, slide right to increase • Save - select to save settings Contact Advantage Manual...

  • Page 29: About The Calls List

    The Contact Advantage call handling functions include dialing out, using voice mail, and monitoring other extensions. 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. 18 Contact Advantage Manual...
  • Page 30 The list can display up to 2000 entries. If you are working with more than 2000 entries, you can find the entry by name search even if the entry is not one of the first 2000 that are displayed. Figure 7. Dialing pad, also known as the Dialing window Contact Advantage Manual...
  • Page 31 Figure 8. Call status displays in Calls list as well as status panel Dialing By Name or Extension Use the scroll list box above the dialing pad to select the name or extension. Click the Dial button to place the call. 20 Contact Advantage Manual...

  • Page 32: Placing Calls On Hold

    Click the Hold state cell to release the hold and reconnect the call. Note: When you place a call on hold, workgroup calls may still ring your extension. To prevent this, click the Wait button. See “Setting Status to Ready or Not Ready” on page 43. Contact Advantage Manual...

  • Page 33: 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, AltiView reconnects the call to your exten- 22 Contact Advantage Manual...
  • Page 34 Since there are no longer any connections to internal users, internal trunk lines are then dropped, freeing up system trunk line resources for other calls. To perform a Centrex transfer: Press Transfer. Dial the prefix for trunk-line access (such as 9). Contact Advantage Manual...

  • Page 35: Conferencing Calls

    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. 24 Contact Advantage Manual...

  • Page 36: Using Account Codes

    Bypassing required account codes— If your extension has been configured to bypass account code validation, you can enter a different account code in the box at the bottom of the popup window or enter # to bypass the account code altogether. Contact Advantage Manual...

  • Page 37: 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 About the Voice Mail Window Figure 13. Voice Mail window 26 Contact Advantage Manual...

  • Page 38: Listening To Your Voice Mail

    As the message is played, the status window displays Play. Use the tape player type buttons to play the message. Rewind Stop Play Fast Forward If you click another message in the list, the current message stops playing. Contact Advantage Manual...
  • Page 39 Click the Return Call button to call back the sender, or use the right-click popup menu. Attaching a Memo To add a note to accompany a voice mail, click the Memo button to invoke the Memo window or use the right-click popup menu. 28 Contact Advantage Manual...
  • Page 40 Click the Forward button or use the right-click popup menu to invoke the VM Forward window. Figure 16. VM Forward window Select the check boxes next to the extensions and/or voice mail groups to which you want to forward the message. Contact Advantage Manual...
  • Page 41 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 AltiView/AltiAgent or in your AltiGen Voice Mail System. 30 Contact Advantage Manual...
  • Page 42 In the AltiAgent main window, click the Voice Mail tab to display the Voice Mail version of the window. Click VM Group button in the Voice Mail list window to invoke the VM Group Edit window. Figure 17. Voice Mail Edit window Contact Advantage Manual...
  • Page 43 Access the VM Group window as described in “Accessing Voice Mail Group Lists” on page 31. Click the Change button in the VM Group Edit window to open the Change Group window, similar to the Create Group window above. 32 Contact Advantage Manual...

  • Page 44: 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. Contact Advantage Manual...

  • Page 45: Choosing Workgroups To Monitor

    In addition, if you selected a workgroup extension, the Monitor list shows all the extensions in the workgroup, even for agents who are currently logged out. 34 Contact Advantage Manual...
  • Page 46 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. Contact Advantage Manual...

  • Page 47: Viewing The Call History

    AltiServ. Thus, the times displayed here may not match those in the voice mail view in the main window. • Length—the length of time of each call. 36 Contact Advantage Manual...
  • Page 48 • DNIS—DNIS digits collected, if available • Memo—a note attached to the call. Use the Memo button to open a window to create a note. Contact Advantage Manual...
  • Page 49 38 Contact Advantage Manual...

  • Page 50: Hapter

    Viewing and printing workgroup call data. Note: The basic call handling and voice mail features and functions available in AltiAgent are described in Chapter 3, Using Contact Advantage as a Desktop User. This chapter covers workgroup- specific activities. Contact Advantage Manual...

  • Page 51: Workgroup Login

    If Logout Reason Codes are required in your system, select one in the drop down list. If you want to log in to other workgroups, select their check boxes. Then click OK. 40 Contact Advantage Manual...

  • Page 52: About The Main Window

    Threshold time has expired. Call Status Displays the status of the currently active call, a list of any calls on hold, and the current time. The states are described in “Call States” on page 10. Contact Advantage Manual...

  • Page 53: Call Handling

    The basic call handling features and functions are the same for workgroup agents as they are for the desktop user. See “Handling Calls” on page 18 for further information. This section discusses workgroup member options that are not available to the desktop user. 42 Contact Advantage Manual...

  • Page 54: Setting Status To Ready Or Not Ready

    From an Auto Attendant if the caller has input data there in either a PTSN or web call situation. • 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. Contact Advantage Manual...
  • Page 55 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 Release to disconnect the web call. 44 Contact Advantage Manual...

  • Page 56: Monitoring

    Select the check boxes next to the individual extensions (Type “Ext.”) or workgroups (Type “WG Ext.”) you want to monitor, and click OK. The extensions in the selected workgroups are now listed in the Mon- itor window, in addition to any individual extensions you selected. Contact Advantage Manual...
  • Page 57 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. 46 Contact Advantage Manual...

  • Page 58: 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 AltiServ. Thus, the times displayed here may not match those in the voice mail view in the main window. • Length—the length of time of each call. Contact Advantage Manual...

  • Page 59: Viewing Workgroup Statistics

    Figure 9. Workgroup Agent Workgroup Window displaying workgroup statistics Most of the data is self-explanatory, but you might note the following: • The Service Level represents the percentage of workgroup calls that have been taken out of queue before the Threshold time has expired. 48 Contact Advantage Manual...

  • Page 60: Viewing Queues

    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. Figure 10. Workgroup Agent queue window Contact Advantage Manual...
  • Page 61 50 Contact Advantage Manual...

  • Page 62: Hapter

    You cannot use AltiSupervisor when logging in with the IP Extension Integrated with... option. Logging In Figure 11. Workgroup Supervisor login After initial login as a Supervisor (described in “Logging In” on page 5), you are asked to specify which workgroups you want to monitor. Contact Advantage Manual...
  • Page 63 If you want the software to remember the passwords, select the Save workgroup password check box. When you’re ready, click Login. Contact Advantage supports logging in on up to eight workgroups simultaneously. 52 Contact Advantage Manual...

  • Page 64: Viewing Group Statistics

    Calls exceeding service level threshold—the service level threshold is the maximum amount of time that is acceptable for a caller to wait before the call is answered. This statistic represents the number of calls exceeding that time limit. Contact Advantage Manual...
  • Page 65 CSF (Call Summary Format) file, or use the Print button to print the records. Important: These statistics are reset every night at midnight. If you do not exports or print records before the reset, you cannot recover the data. 54 Contact Advantage Manual...

  • Page 66: Viewing Agent Statistics

    The table also displays the login and logout times. Click the workgroup extension tab at the bottom of the panel to view statistics for agents in another workgroup. Contact Advantage Manual...

  • Page 67: Viewing A History Of Agent Activity

    Click the Refresh button to update the window data. Note: Clicking Refresh can result in the transfer of a large amount of data and can be time consuming. It is recommended that you do not use this feature frequently. 56 Contact Advantage Manual...

  • Page 68: Viewing Agent Current Status

    • Agents in this workgroup are not required to provide a Logout Reason, • “00” is used to indicate a Logout Reason of “other.” The green light will turn red if the extension is: • off hook • in the Forward All Calls (FWD) state Contact Advantage Manual...

  • Page 69: Monitoring-Listening In And Barging In

    Click the Listen button to ring your extension, then listen in by phone or headset. Alternatively, using the handset, press # 59 + <agent extension> + <workgroup password> + 1. When you are finished monitoring, click the Hang Up button. 58 Contact Advantage Manual...

  • Page 70: Viewing The Queues

    + <workgroup password> + <agent extension> + 2. To exit the call, click the Hang Up button. Viewing the Queues Click the Queue button to view the queue for the selected workgroup. Figure 16. Queue window Contact Advantage Manual...

  • Page 71: Workgroup Cdr Search

    To run a WG CDR search: Select the time range for the search: • User Define—the From/To fields default to a range that includes the ten previous days. Edit the date and time for a custom range. 60 Contact Advantage Manual...
  • Page 72 Otherwise, CDR Search will retrieve every record that contains the number(s) you enter. Select to Sort by: • Date/Time—sorts day-by-day (or hour-by-hour if you select Today as the time range for the search) • Agent—sorts by agent Contact Advantage Manual...

  • Page 73: Workgroup Statistics Search

    Workgroup Statistics tab of the AltiSupervisor client. To perform this search, you can log in as the administrator or as a workgroup supervisor. Figure 18. WG Statistics tab of the CDR Search window 62 Contact Advantage Manual...

  • Page 74: Search Results

    All Results windows have the following buttons: • Export - exports selected calls to a csv file. Refer to the CDR Manual for details. • Print - prints the selected calls. Refer to the CDR Manual for details. Contact Advantage Manual...
  • Page 75 All Statistics windows (WG, Agent Statistics Per WG, Agent) also have a Stop button. For explanations of records and database schema, refer to the CDR Manual. 64 Contact Advantage Manual...

  • Page 76: Hapter

    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. Contact Advantage Manual...

  • Page 77: General Information

    The trunk access codes are defined in the AltiWare 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. 66 Contact Advantage Manual...

  • Page 78: Voice Mail Play Options

    Select the Dial-by-Name check box enable access to the names in the database directory when you dial. With this option enabled, the names and their associated numbers in your Outlook, ACT!, or GoldMine® directory are added to the contact list in the dial pad window. Contact Advantage Manual...
  • Page 79 See “Viewing Caller Data” on page 43. • Select Alert when new calls come into queue to have Contact Advantage alert you via a screen pop and audio beep when a new call enters the workgroup queue. 68 Contact Advantage Manual...

  • Page 80: Call Handling

    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. Contact Advantage Manual...

  • Page 81: One Number Access (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. 70 Contact Advantage Manual...
  • Page 82 See “Call Handling” on page 69 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 4. One Number Access window Contact Advantage Manual...
  • Page 83 1 during your personal greeting and then enter the pass- word. Select the Forwarding Numbers to be used by the system to find you when ONA is active. You can set up to four different numbers— 72 Contact Advantage Manual...

  • Page 84: 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 “Using Message Notification” on page 11 for more information on this feature.
  • Page 85 Reminder Message by calling a… 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. 74 Contact Advantage Manual...

  • Page 86: Station Speed Dialing Setup

    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. Contact Advantage Manual...

  • Page 87: System Speed Dialing

    Dial Setting dialog box (see Figure 8 on page 76. Modify the Name or Comment, then click OK. The number is also displayed and can be used in the Dialing Pad window in the System Speed panel. 76 Contact Advantage Manual...

  • Page 88: Index

    75 Account Codes 25 connected 10 ACT 3, 67 CSF (Call Summary Format) 54, 60 address current agent status 58 AltiGen Communications, Inc. ii advanced database option 68 agent statistics 55 AltiAgent databases 3 configuration 65 advanced options 68...
  • Page 89 Not Ready status 43 speed dial 21 notifications 73 state column 21 NOVO 69 station speed dialing configuration 75 status, agent 58 system requirements 1 OK button 65 system speed dialing 76 One Number Access password 72 78 Contact Advantage Manual...
  • Page 90 30 voice mail state 11 warranty v how to get service vi web button 43 web pages 43 web-based calls 68 Windows tray 9 workgroup 33, 45 queues 59 workgroup agent call handling 42 Contact Advantage Manual...

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Contact advantage 4.5

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