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Summary of Contents for Altigen AltiContent
- Page 1 ™ AltiClient AltiAgent™ and AltiSupervisor™ for AltiWare Open Edition (OE) Release 4.6 and AltiContact Manager (ACM) Release 4.6 Manual Revised 3/03 4504-0011-4.6...
- Page 2 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
Contents Contents ..........i Warranty . - Page 4 Workgroup Login ........16 Logging Out or Changing Workgroups .
- Page 5 Record Type ........53 Voice Mail Play Options .
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Page 7: 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 8 End user customers should contact your Authorized AltiGen Dealer for service. Authorized AltiGen Dealers must follow the steps below for service: 1. Take or ship the product (shipment prepaid) to your AltiGen distributor or to AltiGen Communications, Inc. All materials being returned to AltiGen must have an associated RMA number.
- Page 9 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. AltiClient Manual...
- Page 10 vi AltiClient Manual...
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Page 11: Hapter
• AltiClient Session License 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 OE System Installation and Administration Manual or the AltiContact Manager Administration Manual. -
Page 12: Session Licensing And License Upgrade Procedures
• 32 MB RAM • SVGA monitor (800 x 600) with 256 color display, or better • Keyboard and Mouse • AltiWare OE/AltiContact Manager 4.6 running on a server accessible to this client. Session Licensing and License Upgrade Procedures AltiAgent Session License The AltiAgent Session license enables a per concurrent session of AltiAgent. -
Page 13: Installing Alticlient On A Client System
• Make sure that AltiWare OE/AltiContact Manager 4.6 has been installed on the server system. • Make sure that TCP/IP is enabled on both machines. • Make sure the client is able to connect to the server on the network. •... -
Page 14: Act!/Goldmine® Support
ACT!/GoldMine® Support AltiClient supports ACT! 2000 and GoldMine® 5.0/5.5 contact management software, allowing you to obtain phone numbers to dial from the ACT! or GoldMine® contact database list. AltiClient also lets you see the matching record from the contact database list of the incoming calls. QuickNet Integration AltiClient can be used in conjuction with QuickNet’s firmware and hardware. -
Page 15: Hapter
H A P T E R Getting Started AltiClient is a suite of desktop applications for managing personal calls and workgroup calls, and performing phone and supervisory functions from the PC. AltiClient contains the following applications: AltiAgent is a version of AltiView designed for workgroup agents. Through an AltiAgent window, you can monitor workgroup-related statistics, workgroup call pickup, and member login/logout directly from the desktop. - Page 16 name of the system you will be using. If this is not your first login, go on to the next step. Figure 1. Logging in Enter your Extension number and Password assigned to your phone. Optionally, you can check the Always save password check box to store your login password the next time you access AltiClient.
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Page 17: 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 18: Ip Extensions Using Quicknet
• NetMeeting 3.01, which is automatically installed with Windows 2000. You can check your system to see if NetMeeting is installed by looking under Programs>Accessories>Communication from the Windows Start button. If not, it is available for download from the Microsoft website at http://www.microsoft.com/windows/netmeeting/ download/default.asp. -
Page 19: Hiding Or Exiting Alticlient
As a test, you can choose Run from the Windows Start menu, then enter Ping <IP address> [ENTER] where <IP address> is the AltiWare/AltiContact Manager system you want to connect to. An example of the IP address format is 123.234.231.143 If you do not get a response, contact your LAN administrator for support. -
Page 20: Resizing The Display
Resizing the Display You can resize many AltiClient windows using the standard Windows method: place the cursor at a window edge or corner, then drag the window to the size you want. Also, the field size for any field can be increased or decreased by pointing the cursor to either side of the field’s main column. -
Page 21: Error Messages
Figure 2. Status Field - AltiClient main window Error Messages The following errors may be displayed as login or connectivity errors. Error Message Description Solution AltiWare connection No AltiClient was Maintain the number of Alti- limit has been found OR more than Client license keys or add exceeded. - Page 22 Solution Cannot access voice Mail box is in use by Wait a while, then try again. mail list while mail the AltiGen Voice Mail box in use. System and is tempo- rarily unavailable. Mail service is Voice mail service is Make sure voice mail service unavailable.
- Page 23 Error Message Description Solution This version is not The installed version of Upgrade AltiClient to version compatible with the AltiClient is outdated 4.6 (install matching version of version of AltiWare from AltiWare release. AltiClient). that is running. This can lead to inconsis- tent or no functional- ity.
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Page 25: Hapter
H A P T E R Using AltiClient as a Workgroup Agent Figure 1. Workgroup Agent login 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 can also log in as a workgroup agent using the IP Extension integrated with... -
Page 26: Workgroup Login
Workgroup Login After you complete your initial login and choose to login as a Workgroup Agent as described in “Logging In” on page 5, you see a Group Login window. Figure 2. Group Login window Select the workgroup or workgroups you want to log in to, then click OK. AltiClient supports login on up to eight workgroups simultaneously. -
Page 27: About The Main Window
About the Main Window The AltiAgent main window is your window into your workgroup environment and facilitates the management of workgroup calls. Workgroup Status Call Status Lists of Calls / Voice Messages Dial Buttons Dial Buttons Dial Buttons Call Handling Figure 3. -
Page 28: Call Handling
Dial Let you place, hold, or redial calls, and set your system to DND (Do Not Disturb). This turns off ringing and forwards all incoming calls according to your “Enable Busy Call Handling” settings. Call Handling Provides call functions, including transferring calls, conferencing, sending calls to voice mail or an attendant, and recording calls. - Page 29 Initiate dialing by clicking the dial button in the main window Figure 4. The Dial button Clicking the Dial button opens the dialing window. The scroll list box in the upper left is actually a combination text- and list- box. As a text box, it displays numbers that you enter from the dialing pad or from the keyboard number keys.
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Page 30: Dialing By Number
Dialing By Number To dial 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 31: Placing Calls On Hold
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. To search 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. -
Page 32: Using Call Waiting
In the row displaying the call, the State column shows the call on hold. Click the Hold state cell to release the hold and reconnect the call. Note: When a call is put on hold using the Hold button in AltiAgent, if the user does not pick up the call after the two-minute hold time, the system will ring the user. - Page 33 Figure 7. Confirming call transfers 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, AltiAgent reconnects the call to your extension.
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Page 34: Conferencing Calls
Forwarding Calls Using Do Not Disturb Click the DND button to forward all incoming calls according to your “Enable Busy Call Handling” settings. See “Configuring Your Station Settings” on page 51. Centrex Transfer If you have a Centrex line, you can use this feature to transfer an external call to an outside number without having to tie up two trunk lines. - Page 35 Figure 9. Confirming Conference 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 36: Recording Calls
Recording Calls The voice recording feature in AltiAgent allows a user to record conversations. Recorded conversations can then be played back through voicemail or accessed at a centralized location. Note: The voice recording feature is only available for extensions on Triton Resource boards. - Page 37 • Record on demand to agent VM Figure 12. Centralized Workgroup Recording Field (General Page of Workgroup Configuration) Playback of recorded calls requires a third-party message management tool. Note: When voice recording is enabled at both the extension and workgroup level, the workgroup voice recording settings override extension voice recording settings.
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Page 38: Recording On Demand
Voice Record. If the administrator has set to record to a centralized location, contact your administrator for the location. If the system is set to save the recording as the user’s voicemail, the recording can be heard through the AltiGen Voice Mail System. Notes: •... -
Page 39: Using Account Codes
Using Account Codes If your system is set up to use account codes, you can associate calls to specific codes for billing or tracking purposes. Required account codes—If your extension has been configured for required account codes, the system will prompt you to select an account code from a popup window for all outbound calls. -
Page 40: Setting Status To Ready Or Not Ready
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. 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. - Page 41 • 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, etc. including data from your external database such as Outlook, if available.
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Page 42: Monitoring
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. If you’re a manager, for example, you might monitor to determine whether you need more resources in a busy environment. - Page 43 Note: If you selected individual extensions to monitor, you will be able to pick up personal calls to these extensions, but not workgroup calls. 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.
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Page 44: Viewing The Call History
Viewing the Call History Click the History tab in the Monitor window to view an informational history of handled calls. Figure 19. Workgroup Agent History window Note: Click on the column headings in the History window to sort the data. The list in the History window displays the following fields: •... -
Page 45: Viewing Workgroup Statistics
• 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. Viewing Workgroup Statistics Click the Workgroup tab to open the Workgroup window and view statistics on workgroup activity for the monitored workgroups.] Figure 20. -
Page 46: Viewing Queues
If you have been removed from a workgroup by the system administrator, all your statistics related to that workgroup will also be removed from the Workgroup window. • The Login Time is the time you logged into the workgroup. Much of the data reported here is also reported in the Supervisor’s view of group statistics and is further discussed in “Viewing Group Statistics”... -
Page 47: Using Activex Control With Third Party Applications
Based on the call information, AltiAgent will implement corresponding actions, such as popping up corresponding customer information and logging Caller ID into a database. For more information on using ActiveX with AltiAgent, refer to the “AltiClient ActiveX Programmer’s Guide” document available from AltiGen’s web site. AltiClient Manual... - Page 48 38 AltiClient Manual...
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Page 49: Hapter
H A P T E R Using AltiClient as a Supervisor Logging in to AltiClient 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 50 Figure 2. Password window for workgroup supervisor login Select the workgroups using the drop-down lists, and type the password for each workgroup pilot extension. If you want the software to remember the passwords, select the Save workgroup password check box. When you’re ready, click Login.
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Page 51: Viewing Group Statistics
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 52 • Service level—the percentage of queued calls exceeding the service level threshold. • 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.
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Page 53: Viewing Agent Statistics
Viewing Agent Statistics Figure 3. 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 54: Viewing A History Of Agent Activity
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 4. 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 55: Viewing Agent Current Status
Viewing Agent Current Status Click the Agent State button to view the current status of the agents for the selected workgroup. Figure 5. Agent State window This window displays information about the agent’s logon readiness state and the agent’s status (either idle or “busy). If the agent is connected to a caller, call data and Caller ID data are displayed, indicating whether the call is incoming or outgoing, Personal or Workgroup. - Page 56 — in the Forward All Calls (FWD) state — in the Do Not Disturb (DND) state — in wait after a call • For an agent’s outbound workgroup call to another agent in the workgroup, the Caller ID field (see Figure 6) will show the direction of the call (=>...
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Page 57: Monitoring-Listening In And Barging In
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 58: Viewing The Queues
When you are finished monitoring, click the Hang Up button. The Hang Up button appears in the window after you click Listen or Barge In. Barging In You can barge into a workgroup agent call and enter the conversation in progress. -
Page 59: Operation Notes
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. Exporting or Printing Statistics Use the Export button and then specify a directory and file name to save the queue data to a CSF (Call Summary Format) file, or use the Print button to print the records. - Page 60 50 AltiClient Manual...
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Page 61: Hapter
H A P T E R Configuring Your Station Settings You 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 62: Default Trunk Access
General Information Figure 8. General Info configuration The General Info tab is the window you see when you first click the Config button in the AltiClient main window to open the Config window. In this window, you can edit your password, the default trunk access code, voice mail settings, AltiClient audio and video behavior, and external database access options. -
Page 63: Record Type
Record Type You can select the type of speech coding method to be used when recording conversations: • ADPCM - (recommended) Adaptive Differential Pulse Code Modulation, allows an analog voice conversation to be carried within a 32-Kbps digital channel, encodes voice signals in half the space PCM allows. - Page 64 In the drop down list under Use Database, select the database you want to use. You have these additional options: • Select the For Screen Pop check box to have a database contact window pop up when you receive a call from someone for whom you have a record in the database contact directory.
- Page 65 Figure 9. Advanced database options • The first three radio buttons provide choices for when to open a text chat session during web-based calls—that is, whether to open NetMeeting in coordination with the calls. You can choose always, never, or to have AltiClient query you on each webcall as to whether to open a chat session.
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Page 66: Call Handling
Call Handling Click the Call Handling tab in the Config window to configure incoming call handling for your extension. Figure 10. 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 67 Do Not Disturb If you select Enable Do Not Disturb, all incoming calls are forwarded according to your “Enable Busy Call Handling” settings, described immediately below. Note: Selecting Enable Do Not Disturb here has the same effect as clicking the DND button on the dial pad. Busy Call Handling and No Answer Handling You can use these options to specify how you want to handle incoming calls when you’re already on the phone or when you can’t answer the...
- Page 68 — Enable Call Forward must be disabled. Otherwise, all calls will be forwarded according to this setting. See “Call Handling” on page 56 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.
- Page 69 Select the times you want to be available to ONA callers. If you choose Enable based on the following schedule, you can set up to four different schedules in the dialog that pops up. Figure 12. Enable Schedule Based Access dialog box Enable the Caller ID Verification check box and then specify the incoming phone numbers for ONA.
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Page 70: 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 the AltiServ User Guide for more information on this feature. - Page 71 Figure 13. Message Notification options Use this window to set the notification options: • The types of messages on which you want to be alerted: N/A, urgent voice messages only, all voice messages, or all voice messages and email too. •...
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Page 72: Adding Or Editing Station Speed Entries
Station Speed Dialing Setup The Speed Dial Setup page, accessed by clicking Station Speed on the main menu, lets you set up to 20 station speed dial numbers. 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. -
Page 73: System Speed Dialing
Figure 15. Dial Setting dialog box, for Speed Dial Numbers Click OK. After you have entered and saved the speed dial number, the number is also displayed and can be used in the Dialing Pad window in the Station Speed panel. - Page 74 64 AltiClient Manual...
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Page 75: Index
CSF (Call Summary Format) 42, 49 Account Codes 29 current agent status 47 ACT 3, 53 ActiveX Control 37 address AltiGen Communications, Inc. ii databases 3 advanced database option 54 advanced options 54 agent statistics 43 dial-by-name 54 all calls recorded 27... - Page 76 Index handling calls 18–25 pager, and forwarding 56 hiding Center 9 Park state 10 history logs 34 password history window 34 One Number Access 59 hold 10 phone icon 9 hold button 21 ping 8 hold pending 10, 33 Play state 10 pop-up windows 9 Print button 42, 49 proceeding state 10...
- Page 77 Index threshold time 17 transfer Centrex 24 transfer calls 22 transfer to auto attendant 23 transfer to voice mail 22 transferring calls to voice mail 23 Troubleshooting IP Connectivity 8 uninstall 3 uninterruptible power supply (UPS) 41 upgrade 2 UPS (uninterruptible power supply) 41 URL sharing 30 URLs 30...