Related Manuals for Altigen AltiConsole
Summary of Contents for Altigen AltiConsole
- Page 1 AltiConsole ™ for AltiWare Open Edition (OE) / AltiServ Contact Center (ACC) Release 5.0 and AltiContact Manager (ACM) Release 5.0 Manual Revised 10/2004 4502-0001-5.0...
- 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.
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Page 3: Table Of Contents
Transferring Calls ........24 AltiConsole Manual iii... - Page 4 Index ..........37 AltiConsole Manual...
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Page 5: 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 6 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.
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Page 7: Before You Begin
Microsoft Windows 98/2000 or Windows NT (Server or Workstation) 4.0 with Service Pack 6a (or higher). It connects to AltiGen’s AltiServ, the telephony server, running AltiWare OE/AltiServ Contact Center 5.0 (or higher) or AltiContact Manager 5.0 (or higher). AltiConsole can simultaneously support up to ten operators on the same AltiWare system. -
Page 8: New In Version 5.0
The following items are included in the AltiConsole package: • AltiConsole 5.0 Manual • AltiConsole End User License Agreement Make sure you have all items listed above. If anything is missing or damaged, please contact your Authorized AltiGen Dealer. AltiConsole Manual... -
Page 9: System Requirements
4.6 client programs cannot be installed in the same PC running 5.0 client programs. Installing AltiConsole Insert the AltiWare CD into the CD-ROM drive. Run the Setup.exe from the Client\AltiConsole folder and follow the installation instructions as they appear on the screen. AltiConsole Manual 3... -
Page 10: Auto Upgrade
AltiConsole 5.0 program and ALL OTHER 5.0 client applications (including AltiAgent, AltiView, AltiSupervisor 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. -
Page 11: Getting Started
• Extension Password - your extension password. Note: AltiServ maintains a counter for each extension to track login failures. Up to 8 login attempts are allowed, after which login will be disabled from 1 to 24 hours (depending on the Administrator’s setting). AltiConsole Manual 5... - Page 12 Select Monitor group call queue in the login dialog box. You can now monitor queues for every group you belong to. For more information on monitoring group call queues, see the description under “About the AltiConsole Main Window” on page 9. AltiConsole Manual...
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Page 13: Logging In To Multi-Site Console
Note: You can also left-click once in either field to change it. Continue adding remote servers (up to 10), repeat Steps 1 - 3. When all remote servers have been added, click Login. AltiConsole Manual 7... - Page 14 If a workgroup extension is used as an operator, the workgroup extension must exist on the local and remote server, and the agents of this workgroup must exist as virtual extensions on the remote servers. AltiConsole Manual...
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Page 15: About The Alticonsole Main Window
When you run AltiConsole, you see the main window. An example is shown here: Call Handling Buttons Figure 3. AltiConsole main window The main window is composed of the following displays and buttons: • The Title bar displays your extension number. AltiConsole Manual 9... - Page 16 Transfer or Conference Call attempt, and reconnect the original call. • The Call Handling buttons provide options such as conferencing, transferring, hold, and park. • The Setup button accesses the AltiConsole Setup windows, and the Help button gets online help. AltiConsole Manual...
- Page 17 For details, see “Group Setup” on page 35. In order to use this feature, the “Allow Agent Pick up Call from Workgroup Queue” setting must first be enabled in AltiAdmin/ ACM Admin. AltiConsole Manual 11...
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Page 18: Busy Lamp Field View (Blf Tab)
A solid black dot means the extension is in a Do Not Disturb state. • A solid green dot means the extension is Idle. • A solid red dot means the extension is busy—off-hook, ringing, or on hold. • A headset icon means the extension to which you are logged on. AltiConsole Manual... -
Page 19: All Extensions View (All Tab)
Clicking the heading repeatedly reverses the sort order from descending to ascending and vice versa. You can also enter data in the Extension, First Name and Last Name boxes (above the columns) to find a matched entry quickly. AltiConsole Manual 13... -
Page 20: Trunk Status View (Trunk Tab)
A black circle means not ready. • A solid green dot means idle. • A solid red dot means the line is in use, off hook for some reason such as on hold, or in an error condition. AltiConsole Manual... -
Page 21: Speed Dial View (Speed Tab)
Clicking the heading repeatedly reverses the sort order from descending to ascending and vice versa. You can also enter data in the Extension, First Name and Last Name boxes (above the columns) to find a matched entry quickly. AltiConsole Manual 15... -
Page 22: Call States
Proceeding [a solid red dot]—an extension setting up (dialing) a call. • Ringing [a solid red dot]—an incoming call that is not yet answered. • Voice Answer [a solid red dot]—a call transferred to or in an extension’s voice mailbox. AltiConsole Manual... -
Page 23: Activity States
The remaining three activity codes (7, 8, 9) are not assigned and can be customized by the administrator. When the activity code number selected by the extension, the name of the activity will be displayed to the AltiConsole Operator when the extension user is absent. AltiConsole Manual 17... -
Page 24: Keyboard Shortcuts
To place or answer a call, your phone must be off-hook. 2. To use the numeric keypad functions, the Num Lock must be AltiConsole Manual... -
Page 25: Mouse Shortcuts
Roll Back button. That is, this action cancels a Supervised Transfer attempt or a Conference attempt and reconnects you to the original call. • Click a call in the Group Call Queue panel to answer the call. AltiConsole Manual 19... - Page 26 AltiConsole Manual...
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Page 27: Handling Calls
If the hands free mode is off and you try to answer a call using the Answer button, or if you try to place a call using the Dial button, AltiConsole will display a failure message in the INFO line. AltiConsole Manual 21... -
Page 28: Dialing
Answering Calls when You’re Already Connected If you take a Ringing call in the Active Calls list by double-clicking it while you are already connected to a call, that call is placed on hold while you connect to the new call. AltiConsole Manual... -
Page 29: Hold And Hold Pending
You can only put a call on hold if you are Connected to it, and not while it is Ringing. Also, you cannot put active conference calls on hold, even if you are participating in the conference. AltiConsole Manual 23... -
Page 30: Transferring Calls
You can transfer Connected calls to voice mail or to an auto attendant. • You cannot transfer calls with a Hold or Hold Pending status. • You cannot transfer calls involved in a conference call, even if you are participating in the conference call. AltiConsole Manual... -
Page 31: Blind Transfer
To use Centrex Transfer, transfer the call using your desk set dial pad. Click the Dial button or press Enter on the keyboard. Note: Double-clicking the destination extension number at step 2 eliminates step 3. AltiConsole Manual 25... -
Page 32: Transfer To Auto Attendant
Click Dial or press Enter on the keyboard. Transfer to Voice Mail You can transfer a connected call to the voice mail of any extension. If you do not select an extension, the caller is transferred to your own voice mail. AltiConsole Manual... -
Page 33: System Call Park
Click the Dial button or press Enter on the keyboard. Double-clicking the extension in step 3 eliminates this step. To transfer users to their own AltiGen Voice Mail System voice mailboxes: If a user calls in and wants to be transferred to their own voice mailbox, follow the “Transfer to Voice Mail”... -
Page 34: Line Park
Line Park panel. In the Line Park panel, each line displays the Group, Caller ID, Line Park name, DNIS, Duration and Line Park group status. Figure 10. Line Park Panel AltiConsole Manual... -
Page 35: Conference Calls
SPEED tab or enter the extension number using the Dial Pad. To add an outside caller to the conference call, enter the full phone number, including trunk access code and area code, if necessary, using the Dial Pad. AltiConsole Manual 29... -
Page 36: Overhead Paging
You must have Offhook status in order to connect to overhead paging. Overhead paging options are configured in setup. See “Configuring AltiConsole Settings” on page 31. To connect to the overhead paging: Click the Overhead Paging button. Make your announcement. Click the Hang-Up button to end the session. AltiConsole Manual... -
Page 37: Configuring Alticonsole Settings
Select the Screen Pop check box to have AltiConsole pop up when a call comes in to your extension. • Select the Audio Beep check box to hear a beep when a call comes in to your extension. AltiConsole Manual 31... -
Page 38: Viewing Your Server, Extension, And Tenant Id
Click the Logon Info tab to view the server, extension, and tenant ID you are using. The server and extension are those entered in the AltiConsole logon dialog box for this session. The tenant ID of your extension is set by your system administrator. AltiConsole Manual... -
Page 39: Setting Speed Call List Entries
Speed panel view as described in “Speed Dial View (SPEED tab)” on page 15—you can dial or transfer to these frequently used numbers with a click of a button. Figure 13. Speed Call List window AltiConsole Manual 33... - Page 40 To delete one number, select the number in the Speed Call List window, click the Remove button and confirm your decision. • To delete all the numbers—that is, to clear the list—click the Remove All button and confirm your decision. AltiConsole Manual...
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Page 41: Group Setup
Queued calls for the groups in the Monitor List will appear in your AltiConsole main window; queued calls for the groups in the Available for Monitoring list will not appear in your AltiConsole main window, even though you are a member of that group. AltiConsole Manual 35... - Page 42 • Check this option at the bottom of the Group window. Only calls coming into the groups in the Monitor List will cause AltiConsole to alert you, via a screen pop and a beep. Requires configuration of screen popup or Audio beep from General screen. AltiConsole Manual...
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Page 43: Index
AA status 16 Do Not Disturb status 16 active calls view 10, 16 double-click shortcut 22 address downgrade procedure 4 AltiGen Communications, Inc. ii All Extensions view 13 AltiConsole error status 16 basic functions 1 client system installation 3 main window 9... - Page 44 16 roll back button 10 screen popup 31 setup 31 audio beep 31 overhead paging 32 screen pop 31 speed call list 33 shortcuts double-click 22 keyboard 18 mouse 19 38 AltiConsole Manual...