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AltiConsole ™ for AltiWare Open Edition (OE)/ AltiServ Contact Center (ACC) Release 5.0A and AltiContact Manager (ACM) Release 5.0A Manual Revised 07/2006 Version #4 4502-0001-5.0A...
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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.
Any other cause which does not relate to a product defect. Shipping, installation, set-up and removal service charges. How to Obtain Service End user customers should contact your Authorized AltiGen Dealer for service. Authorized AltiGen Dealers must follow the steps below for service: AltiConsole Manual...
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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. vi AltiConsole Manual...
Up to 10 sites (servers) can be added and managed through Multi-Site Console. The total number of physical extensions supported is 600. The total number of combined extensions (physical + virtual) supported is 6,000. AltiConsole Manual 1...
Each site must have AltiWare OE 5.0A (or higher) Server installed in the LAN in which the application runs. Before Installing AltiConsole • AltiWare OE, ACC or ACM Release 5.0A (or higher) must be installed on the system to which the AltiConsole client will connect. AltiConsole Manual...
Go to Control Panel>Add/Remove Programs and remove the AltiConsole 5.0A program and ALL OTHER 5.0A client applications (including AltiAgent, AltiView, AltiSupervisor and CDR Search 5.0A). Reboot your system. Go to “<local drive>:Program Files\AltiGen\Shared Files\” and remove AlpInterface.dll. AltiConsole Manual 3...
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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. Install the AltiConsole 5.0 software. AltiConsole Manual...
Figure 1. Logging in Local Server Info: • Server Address - the IP address of your server • Server Display Name - name of your server • Extension Number - your extension number. • Extension Password - your extension password. AltiConsole Manual 5...
Server and Display fields become highlighted. Click on the Server field and replace “New0” with the IP address of the remote server. Click on the Display Name field and replace “Display0” with the name of the remote server. AltiConsole Manual 7...
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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...
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...
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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...
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For details, see “Group Setup” on page 38. In order to use this feature, the “Allow Agent Pick up Call from Workgroup Queue” setting must first be enabled in AltiAdmin/ ACM Admin. You cannnot pick up a hunt group call from AltiConsole. AltiConsole Manual 11...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
If the transfer is to an outside number, enter the entire phone number, including the trunk access code and full number if necessary. To use Centrex Transfer, transfer the call using your desk set dial pad. Click the Dial button or press Enter on the keyboard. AltiConsole Manual 25...
If you want to transfer the call to the default IVR, skip to the next step. If the IVR ID you want is different from the default, enter it in the Dial Pad. Click Dial or press Enter on the keyboard. AltiConsole Manual...
On the phone set, System Call Park is performed by entering FLASH #41. For limitations, see the discussion, “When You Can and Can’t Transfer Calls” on page 24. To park a connected call: • When you have a connected call, double-click the Park button. AltiConsole Manual 27...
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You cannot be currently connected to any other call when you pick up a parked call. Select the parked call from the Parked Calls list. Click the Park button or press Alt+P on the keyboard. Note: Double-click the parked call in the Parked Calls list to immediately take the parked call. AltiConsole Manual...
Parked calls ring back to you after a timeout period if a user does not pick up the call. The timeout period is enabled and set by your system administrator. Remember to notify users of their parked calls periodically. AltiConsole Manual 29...
If the party does not want to join the conference call or is not available, click the Roll Back button or press the Alt+r to cancel the operation and to the conference call. Repeat the above steps for each party you want to add. AltiConsole Manual...
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 33. 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 31...
In this window, you can configure the audio, video, paging, auto attendant/ IVR settings and auto release tie link option. • Select the Screen Pop check box to have AltiConsole pop up when a call comes in to your extension. AltiConsole Manual 33...
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5.0 or later. • Auto Answer - to have AltiConsole automatically answer calls, select the Enable to Auto Answer Call After check box and use the arrow keys to select the number of seconds (0 - 30). AltiConsole Manual...
Click the Speed Call List tab to work on Speed Call entries. This is the list that appears in the 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. AltiConsole Manual 35...
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The First Name and Last Name are optional; they can help you identify the entry. If your System Administrator has configured the system with these names, they will appear automatically in the Speed Call Entries list after you click OK. Click OK. AltiConsole Manual...
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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 37...
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...
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• 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 39...
ID 10 system requirements 2 call queue, group 6 IP group paging 34 call queue, workgroup 11 IVR 26 call states 16 calls status view 10 conference calls 30 Conferencing status 16 keyboard shortcuts 18 configuration 33 AltiConsole Manual...
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IP trunk tie link 34 ringing status 16 roll back button 10 screen popup 33 setup 33 audio beep 34 overhead paging 34 screen pop 33 speed call list 35 shortcuts 42 AltiConsole Manual...
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