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Altigen AltiView Manual

For altiware open edition (oe) / altiserv contact center (acc) release 5.0 and alticontact manager (acm) release 5.0
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AltiView™
for AltiWare Open Edition (OE) / AltiServ Contact
Center (ACC) Release 5.0
and AltiContact Manager (ACM) Release 5.0
Manual
Revised: 05/2004 4503-0001-5.0

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Summary of Contents for Altigen AltiView

  • Page 1 AltiView™ for AltiWare Open Edition (OE) / AltiServ Contact Center (ACC) Release 5.0 and AltiContact Manager (ACM) Release 5.0 Manual Revised: 05/2004 4503-0001-5.0...
  • 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.

  • Page 3: Table Of Contents

    Using AltiView ........13 AltiView Manual...
  • Page 4 Adding or Editing Station Speed Entries ....52 System Speed Dialing ....... . 53 iv AltiView Manual...
  • Page 5 Index ..........55 AltiView Manual...
  • Page 6 AltiView Manual...

  • 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 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. RMA numbers are issued by AltiGen Customer Service and can be obtained by calling 1-888-ALTIGEN (258-4436) or faxing an RMA form to 510-252-9738, attention to Customer Service.

  • Page 9: Hapter

    AltiView Session License Key • AltiView 5.0 Manual If any of these items are missing or damaged, please contact your Authorized AltiGen dealer. Important: 4.6 client programs cannot be installed in the same PC running 5.0 client programs. New in Version 5.0 •...

  • Page 10: Client System Requirements

    Installation and Setup Pre-Installation Checklist Before installing AltiView, please review the following checklist: • Make sure that AltiWare OE/ACC 5.0 or ACM 5.0 has been installed on the system. • Make sure that TCP/IP is enabled on both machines. 2 AltiView Manual...

  • Page 11: Installing Altiview On A Client System

    Internet requires the sending of 15 MB files over the WAN, which may take some time to perform the automatic update. Downgrade Procedure Go to Control Panel>Add/Remove Programs and remove the AltiView 5.0 program and ALL OTHER 5.0 client applications AltiView Manual...

  • Page 12: Microsoft Outlook And Outlook Express Support

    (including AltiAgent, AltiSupervisor, AltiConsole and CDR Search 5.0). Reboot your system. Go to “<local drive>:Program Files\AltiGen\Shared Files\” and remove AlpInterface.dll. 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.

  • Page 13: Hapter

    PC to your local Internet Service Provider. If you’re using a low-speed connection, the login may take some time as a large amount of data is transferred to your desktop. AltiView Manual...
  • Page 14 To do this, your extension must be set up as an IP extension by your system administrator and you must have Microsoft NetMeeting 3.01 or higher installed on your desktop. Refer to the discussion in the next section for more information on using IP extensions. Click OK to complete the login. 6 AltiView Manual...

  • Page 15: Logging In Remotely Using An Ip Extension

    • Your extension must be configured to use IP extensions by your system administrator. • You must have AltiGen-certified IP phone/adapter equipment, 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.

  • Page 16: Troubleshooting Ip Connectivity

    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. Next, check to verify if ports are open. Hiding or Exiting AltiView 8 AltiView Manual...

  • Page 17: Using The Windows Tray Phone Icon

    (||) that can be moved to resize the column. Call States AltiWare/AltiContact Manager applications report the status of calls. A list of the states includes the following: • AA - the call is being transferred to an Auto Attendant/IVR AltiView Manual...
  • Page 18 • Proceeding - the outgoing call is in progress • Record - recording an introductory message • Ringback - caller receives this state while callee is ringing • Ringing - there is an incoming call • Voice mail - the call is in voice mail 10 AltiView Manual...

  • Page 19: Error Messages

    Ware (if using the DNS name in the server field). Cannot access voice mail Mail box is in use by the Wait a while, then try again. list while mail box in use. AltiGen Voice Mail Sys- tem and is temporarily unavailable. AltiView Manual...
  • Page 20 AltiView is outdated from (install matching version of AltiV- of AltiWare that is run- AltiWare release. iew). ning. This can lead to inconsistent or no func- tionality. Please install the correct version before proceeding. 12 AltiView Manual...

  • Page 21: Hapter

    AltiWare/AltiContact Manager phone and voice mail options. Configuration is described in Chapter 4, Configuring Your Station Settings. Call Status List of Calls/ Voice Messages Call Controls Figure 1. AltiView main window AltiView Manual...

  • Page 22: About The Main Window

    VOICE MAIL, which shows a log of current and past voice messages. Figure 3. Calls Tab • The Call Controls provide single-click functions to REDIAL, HANGUP, HOLD, TRANSFER, CONFERENCE, or send calls to VM (voice mail) or AA/IVR (Attendant). Figure 4. Call Controls 14 AltiView Manual...

  • Page 23: About The Calls List

    The calls list displays the call status for each call as described in “Call States” on page 10. The list also displays the name of the caller if available from extension information or from an external database, the number, workgroup pilot extension number, DNIS digits if available, and call length. AltiView Manual...

  • Page 24: Handling Calls

    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 8. Dialing list 16 AltiView Manual...
  • Page 25 Figure 9. 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. AltiView Manual...

  • Page 26: Placing Calls On Hold

    The state of the call is changed from connected to a hold state and you will hear the dial tone. Figure 10. Call on Hold 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. 18 AltiView Manual...

  • Page 27: Using Call Waiting

    OK button in a confirmation dialog box. You can click OK before the party answers to do a blind transfer, or you can wait for the person to answer and then confirm or cancel the transfer. Figure 11. Confirming call transfers AltiView Manual...
  • Page 28 Auto Attendant/IVR to transfer to using the drop-down list, sorted by number or by name. You can also transfer a call to an Attendant before you answer it. Figure 13. Transfer to Auto Attendant/IVR 20 AltiView Manual...

  • Page 29: Conferencing Calls

    AltiAdmin/ACM Admin in order to conference incoming calls. While connected to the first party: Click the Conference button. When the dial pad pops up, enter the extension or phone number you want to conference with, then click Dial. AltiView Manual...
  • Page 30 Click the Conference button again to initiate the three-way conference. Both calls will be displayed as Conference state. Figure 15. Conference Calls Displayed in Call List To add another party, click the Conference button and repeat steps 2-4. 22 AltiView Manual...
  • Page 31 Right-click on the line call. Figure 17. Join to Conference Use the drop-down list and select Join To Conference. In the confirmation dialog box, click OK to conference the caller. The maximum number of conferenced parties is 6. AltiView Manual...

  • Page 32: Recording Calls

    Record on demand to agent VM For each workgroup, the options for voice recording (centralized workgroup recording) are enabled in the system’s General page of Workgroup Configuration. Settings in the Centralized Workgroup Recording field allow the administrator to: 24 AltiView Manual...
  • Page 33 While connected to a call, right-click on the conversation to open a drop-down list. Figure 18. Start Voice Record from Right-click Drop-Down List Scroll to Start Voice Record. The recording will be indicated by a small, red cassette tape icon in the top right AltiView window. If the AltiView Manual...

  • Page 34: Using Account Codes

    If the system is set to save the recording as the user’s voice mail, the recording can be heard through the AltiGen Voice Mail System. Note: Depending on the size and number of recorded calls, this may affect the system’s resources.
  • Page 35 Click OK. To change the account code for a call in progress, repeat the steps above, entering the new account code to assign the call to. AltiView Manual...

  • Page 36: Using Voice Mail

    Heard voice mail messages are indicated by a white, open envelope icon. • If the message is saved, a blue, open envelope icon is displayed. • A paperclip symbol on the envelope indicates an attachment—a voice mail message forwarded from another extension. 28 AltiView Manual...

  • Page 37: Listening To Your Voice Mail

    Save in local opens a dialog in which you choose a directory and file name for the .wav file, which you can then play on a media player. Deleting the Message To delete the message, select it and click the Delete key, or use the right- click popup menu. AltiView Manual...
  • Page 38 Memo window or use the right-click popup menu. Figure 22. Attaching a memo to a voice message Type in the memo in the area provided and click OK. The entry will be displayed in Memo field of the voice mail. 30 AltiView Manual...

  • Page 39: Forwarding Voice Mail

    Note: Click on the column headings below the Search by Name window to sort the data. Optionally, you can leave an introductory message. Select the Record Introduction Message check box and follow the steps below. Click OK to complete the forwarding. AltiView Manual...

  • Page 40: Monitoring Extension Activity

    System-based groups are set up in the AltiWare/AltiContact Manager Administrator. You can use but not edit these lists in AltiAgent. • Personal groups are set up and modified in your AltiGen Voice Mail System. Monitoring Extension Activity If your system administrator has configured your extension for monitoring, you can monitor the activity on the other extensions or view call history.

  • Page 41: Choosing Extensions To Monitor

    AltiView main window, then click on the MONITOR tab. Click the Change button in the Monitor window to open the Change Monitor window. Figure 25. Change Monitor window Extensions to which your system administrator has given you moni- toring rights are listed here. AltiView Manual...

  • Page 42: Viewing The Call History

    Note: If the call is coming in to a workgroup, as shown in the Group information, you cannot pick up the call. Viewing the Call History Click the History tab in the Monitor window to view an informational history of handled calls. 34 AltiView Manual...
  • Page 43 • Length—the length of time of each call. • 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. AltiView Manual...
  • Page 44 36 AltiView Manual...

  • Page 45: 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. AltiView Manual...

  • Page 46: General Information

    The trunk access codes are defined in the AltiWare/ACM 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. 38 AltiView Manual...

  • Page 47: Voice Mail Play Options

    You also 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. AltiView Manual...

  • Page 48: Color Selection

    (corresponding to the server’s country code) when returning a call from voice mail, or when making a call from call history. If the AltiWare server’s country code is US/Canana, the check box is not displayed and AltiView automatically adds the long distance/international dialing prefix. 40 AltiView Manual...

  • Page 49: One Number Access (Ona)

    ONA forwarding numbers you specify. — Enable Call Forward must be disabled. Otherwise, all calls will be forwarded according to this setting. See “Call Handling” on page 45 for details on these settings. AltiView Manual...
  • Page 50 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 2. One Number Access window 42 AltiView Manual...
  • Page 51 ONA is active. You can set up to four different numbers— extensions or outside numbers. For outside numbers, use the drop-down list to select the trunk access code you want to use. When ONA is active, the system dials the forwarding number(s) in AltiView Manual...
  • Page 52 ... seconds drop-down list. Default value is 20 seconds. The system will ring the ONA target within the specified time limit. If the ring time exceeds 30 seconds, the system will play a phrase every 15 seconds (playing time is included in ring time). 44 AltiView Manual...

  • Page 53: Call Handling

    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 might not know to enter a return phone number unless instructed. AltiView Manual...
  • Page 54 Automatic Answering after x Seconds check box and use the arrow keys to choose the number of seconds. Call Waiting Options Call waiting options are available only if the Enable Busy Call Handling check box has been selected, but this option is only available for personal calls. 46 AltiView Manual...

  • Page 55: 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 56 How and where to notify you—in the Message Notification or 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. 48 AltiView Manual...

  • Page 57: Vm Groups (Distribution Lists)

    AltiView/AltiAgent. • Personal groups are set up and modified in AltiView/AltiAgent or in your AltiGen voice mail system. Accessing Voice Mail Group Lists To work on your personal voice mail groups, click the VM Group button to invoke the VM Group Edit window.
  • Page 58 Change Group window, similar to the Create Group window above. Make any changes you need to make for the group name, comments, or members. To add or remove a member, select or deselect the check box next to the extension. 50 AltiView Manual...

  • Page 59: Station Speed Dialing Setup

    Note: Names assigned to station speed dial entries (configured in Extension Configuration) are now stored in the local server instead of the client’s machine. When upgrading to 5.0 from 4.6, speed dial names configured for 4.6 clients (AltiServ/AltiView/AltiAgent users) are not carried over after the upgrade. AltiView Manual...

  • Page 60: Adding Or Editing Station Speed Entries

    Click the Edit button. When the Station Speed dialog box appears, add or edit the Number. Optionally, to aid your memory, add or edit the Name and Comment. Figure 8. Dial Setting dialog box, for Speed Dial Numbers 52 AltiView Manual...

  • Page 61: System Speed Dialing

    Click the System Speed tab in the Config window to view the System Speed Dial entries. System speed dial numbers are set up in AltiWare Administrator/ACM Admin. In AltiView, you cannot edit speed dial numbers or name entries. Figure 9. System Speed AltiView Manual...
  • Page 62 54 AltiView Manual...
  • Page 63 37, 37–?? ACT 4, 39 call handling 45 Activity 46 general 38 address message notification 47 AltiGen Communications, Inc. ii One Number Access 47 all calls recorded 25 station speed dialing 51 AltiAgent connected 10 configuration 37 AltiGen Communications, Inc.
  • Page 64 47 multiple call waiting 47 speed dial 18 Music on Hold state 10 state column 18 station speed dialing configuration 51 no answer handling 46 system requirements 2 notifications 47 system speed dialing 53 56 AltiView Manual...
  • Page 65 3 upgrade 2 VM groups 49 voice mail 19, 28–?? forwarding 31 playing 29 voice mail group 32 voice mail state 10 voice recording 28 warranty vii how to get service vii Windows tray 9 workgroup 32 AltiView Manual 57...

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Altiview 5.0

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