Altigen AltiServ User Manual
For altiware open edition (oe) / altiserv contact center (acc) release 5.0a, and alticontact manager (acm) release 5.0a
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Also See for AltiServ:
- User manual (56 pages) ,
- User manual (60 pages) ,
- User manual (48 pages)
Related Manuals for Altigen AltiServ
Summary of Contents for Altigen AltiServ
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Page 1: User Guide
AltiServ™ User Guide for AltiWare Open Edition (OE) / AltiServ Contact Center (ACC) Release 5.0A, and AltiContact Manager (ACM) Release 5.0A Revised 5/2007 4003-0002-5.0A... - Page 2 WARNING! Toll fraud is committed when individuals unlawfully gain access to customer telecommunication systems. 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
Using Feature Codes ........15 AltiServ User Guide... - Page 4 Log On/Off IP Extension (Dynamic IP Addressing Only) ..38 One Number Access Options ......39 ii AltiServ User Guide...
- Page 5 Message Notification ........52 Station Speed Dialing Setup ......53 AltiServ User Guide...
- Page 6 AltiServ User Guide...
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Page 7: Phone Feature Codes
#81 ..... . Hands Free Intercom Mode #82 ..... . Hands Free Manual Answer Mode Feature must be enabled by system administrator. AltiServ User Guide... -
Page 8: Call Management
FLASH <number> # ..Conference Call FLASH ....Call Waiting 2 AltiServ User Guide... -
Page 9: 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... -
Page 10: Putting A Call On Hold
To complete a Centrex transfer: Press FLASH, then *. Dial the second party’s number (no need to dial the prefix for trunk- line access such as 9) and either hang up or announce the call. 4 AltiServ User Guide... -
Page 11: Conference Calls
Wait for the third party to answer and announce the conference call. Press # to put all three parties into the conference call. During conferencing, any internal conference participant may press FLASH, dial the next party’s number, and press # to bring the person into the conferencing session. AltiServ User Guide... - Page 12 Conference #2 and #3 cannot have any. If Conference #1 includes only 2 extensions from other boards, 2 other extensions could be used by Conference #2 or #3. If these limits are reached, the system rejects attempts to conference additional parties to the call. 6 AltiServ User Guide...
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Page 13: Consultation
System Call Park allows the user to park a call at a public “location” by entering FLASH #41. The system announces where the call is parked—a location number. Calls parked by a user will ring that user’s extension after the time-out period expires. AltiServ User Guide... -
Page 14: Line Park
If the Distinctive Call Waiting Tone option is enabled by the system administrator, you may have three different call waiting tones cadences that distinguish the types of calls: • Internal Call = two tones • External Call = one tone 8 AltiServ User Guide... -
Page 15: Multiple Call Waiting
• To park the call using System Call Park, press # 41, note the parked call “location” number, and then hang up. Answer the next call in queue; it will ring after you disconnect the previous call. AltiServ User Guide... -
Page 16: Account Codes
You do not need to enter an outside line access digit (e.g. 9). Hang up. The AltiWare/ACM system will call you back at the number you specified. When prompted, enter your password. At successful login, you are connected to the Auto Attendant/IVR. 10 AltiServ User Guide... -
Page 17: Dialing A Remote Altiware/Acm System
6, etc., as the trunk access code using this dialing method unless the remote extension for this system is set to unknown. Note: The remote Extension Length must be always be set to None for the remote system entry, if using Hop Off Dialing. AltiServ User Guide... -
Page 18: Voice Over Ip Trunk Call Support
IP trunk access code is 8, you must enter 81300 as the outcall number. • Message Notification • Reminder Calls • Multi-Location Conferencing • Call Park • Call Waiting • Call Forwarding • Automatic Call Distribution • Auto Attendant/IVR 12 AltiServ User Guide... - Page 19 • 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 AltiServ User Guide...
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Page 20: Remote Locations Ip Dialing Chart
You can use the following chart to list the IDs and extension lengths for each remote 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 14 AltiServ User Guide... -
Page 21: Using Feature Codes
#31 <ext>. Note: If you park a call to a workgroup pilot number, only you or a workgroup agent can pick up the call with #31<ext>. AltiServ User Guide... - Page 22 Pressing #82 activates; pressing #82 a second time deactivates this feature. Activating #82 causes #81 to be deactivated. Note: If you are using a 390 phone, #81 mode will automatically be deactivated when any incoming call is disconnected. 16 AltiServ User Guide...
- Page 23 ‘Answer’ button to take the call—by speaker phone, handset, or headset as you prefer. The system will not automatically answer. Pressing #82 activates; pressing #82 a second time deactivates this feature. Activating #82 causes #81 to be deactivated. AltiServ User Guide...
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Page 24: Altigen Voice Mail System Quick Features
Last Number Redial Saves and redials the last number dialed. a <ext> = extension num.; <nn> = 2-digit num.; <loc.> location num.; <string> = character string 18 AltiServ User Guide... -
Page 25: Call Management
AltiGen Voice Mail System. If you are unable to make calls within certain area codes, check with your System Admin- istrator for any toll restrictions placed on codes and dialing prefixes. AltiServ User Guide... -
Page 26: Workgroup Features
This can be used to end a call Wrap Up Time delay. Tells the system not to route workgroup Status Not Ready calls to this extension. a <wkgp ext> = workgroup pilot extension number. 20 AltiServ User Guide... -
Page 27: Workgroup Supervisor Features
If available on your system, directs a call to a by Trunk particular trunk with a paging ID broadcast. Allows broadcasting through a trunk without checking call progress. These features require a Triton Resource Board and system settings that allow monitoring and barge-in. AltiServ User Guide... -
Page 28: C Hapter
Operator is unavailable. This mailbox works like any other voice mailbox and has an extension number and password. Be sure to check this mailbox frequently and forward messages to the appropriate person as soon as possible. 22 AltiServ User Guide... -
Page 29: Calls On Hold
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... - Page 30 24 AltiServ User Guide...
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Page 31: Using The Altigen Mail Voice System
To change your password, after pressing 4 at the Main Menu to hear the Personal Options … 1. Press 2 for the Password options 2. Press 1 to change the password 3. Enter a new password. See “About Passwords” on page 27. AltiServ User Guide... -
Page 32: Remote Login
If there are no new messages, the user will hear one long ring. FLASH may be disabled if the operator or user is using any TAPI third party application that does not support it. 26 AltiServ User Guide... -
Page 33: About Passwords
Even if you decide not to leave a message, you can press 9 to return to the Auto Attendant/IVR. FLASH may be disabled if the operator or user is using any TAPI third party application that does not support it. AltiServ User Guide... -
Page 34: Altigen Voice Mail System Main Menu Options
To listen to Mixed-Media messages (see page 42), 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. 28 AltiServ User Guide... - Page 35 Notification, Zoomerang, Call Forwarding, etc.), to a cellular or PCS phone, it may ring the phone once but not necessarily present the call and make a connection. This will happen if the ringback tone played by the AltiServ User Guide...
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Page 36: Sending Messages
• 1 for delivery options, then 1 for urgent delivery, or 2 for future delivery. Urgent messages are placed at the beginning in the queue of new messages to be heard, before other non-urgent messages. • 2 to re-enter a destination as in step 3. 30 AltiServ User Guide... -
Page 37: Making A Call From Within The Altigen Voice Mail System
At the Main Menu, press 4 for the following Personal Options: • Personal Greetings • Password • Message Notification • Reminder Call • Call Forwarding • Feature Tips • Distribution Lists • Log on/off IP Extension • ONA Options AltiServ User Guide... -
Page 38: Recording Greetings
(#) at any time. Press 0 for the operator.”* The system default Initial Greeting is: “<your directory name> is on the phone and will be with you as soon as possible. You may hold or press the # key to leave a message.” 32 AltiServ User Guide... -
Page 39: Changing Your Password
1 for out of area phone numbers. You must also identify the type of number: extension, phone number, or pager. You don’t need to enter the trunk, route access trunk, or route access code as part of the number. AltiServ User Guide... -
Page 40: Using Reminder Calls
For example, you can have the AltiGen Voice Mail System call you at home tonight to remind you to bring a file to work the next morning! 34 AltiServ User Guide... -
Page 41: Call Forwarding
Also, please see “About Outcalls to Cellular or PCS Phone Numbers” on page 29. AltiServ User Guide... -
Page 42: Feature Tips
When you create lists at your station, they are your personal distribution lists—every extension can have its own lists. There may also be system distribution lists created by your system administrators. 36 AltiServ User Guide... -
Page 43: Creating A Distribution List
The system reads back the entry to you, and you press # to save or * to cancel the action. If you just added a member, you’re prompted to add another. If you just deleted a member, you’re asked if you want to delete another. AltiServ User Guide... -
Page 44: Log On/Off Ip Extension (Dynamic Ip Addressing Only)
• After pressing 4 at the Main Menu to hear the Personal Options menu, press 8 to log on or off an IP extension. You do not have to call from the same phone to log off. 38 AltiServ User Guide... -
Page 45: One Number Access Options
The Zoomerang feature enables you to return a call with the push of one button while you are in the AltiGen Voice Mail System. Private Messaging provides a way to leave a private message for callers who are difficult to reach. AltiServ User Guide... -
Page 46: Zoomerang
After leaving a message, the caller can simply hang up or press # for the following options. • * to re-record the message • 1 to specify delivery options • 2 to attach a call back number (If the callback number is outside of your outcall accessibility, the 40 AltiServ User Guide... -
Page 47: 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. AltiServ User Guide... -
Page 48: Altigen Voice Mail System Mixed-Media Messaging
Get Mail. Be sure to enter your email password when prompted. 42 AltiServ User Guide... -
Page 49: Retrieving Messages
After you have finished, press # and either hang up or press 1 to listen to, 2 to re-record, or 3 to delete the audio attachment. Click the “Send” icon when finished. The AltiGen Voice Mail System will attach the voice annotation to the email when it is sent. AltiServ User Guide... - Page 50 Note: An audio attachment is seen only at the receiving end and does not appear as an attachment on the email message composed by the sender. You may copy (CC:) the message to yourself to verify that the audio attachment has been attached and sent successfully. 44 AltiServ User Guide...
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Page 51: 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 (See Figure 1). Figure 1. AltiReach Login page AltiServ User Guide... -
Page 52: The Main Menu
After login, you arrive at the main menu, which provides access to the following functions: • 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. 46 AltiServ User Guide... -
Page 53: Setting Call Management
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. AltiServ User Guide... -
Page 54: One Number Access (Ona)
Before You Set Up ONA • ONA must be enabled by your system administrator. • Your Call Handling settings must not conflict with ONA. Specifically: 48 AltiServ User Guide... - Page 55 Enable the Caller ID Verification check box and then specify the incoming phone numbers for ONA. If ONA finds one of these numbers on an incoming call, it will forward the call to you. AltiServ User Guide...
- Page 56 Forwarding Numbers. Therefore, if you want ONA to use such an option as a “last resort,” it should be Forwarding Number 4. 50 AltiServ User Guide...
- Page 57 Figure 5. One Number Access Setup bottom of page AltiServ User Guide...
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Page 58: Message Notification
How and where to notify you—in the Message Notification 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. 52 AltiServ User Guide... -
Page 59: Station Speed Dialing Setup
1 and area codes must precede the phone number. Station speed dial numbers are also set up by using the #25 feature code on your phone set, as described in “Other Features” on page 21. Figure 7. Station Speed Dialing setup AltiServ User Guide... - Page 60 54 AltiServ User Guide...