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- Page 1 AltiView™ 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 4503-0001-5.0A...
- 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
Error Messages ........13 AltiView Manual... - Page 4 Message Notification ........51 VM Groups (Distribution Lists) ......53 iv AltiView Manual...
- Page 5 Index ..........59 AltiView Manual...
- Page 6 AltiView Manual...
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Page 7: Warranty
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: AltiView Manual... - Page 8 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. viii AltiView Manual...
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Page 9: Hapter
— Headset Volume Control - the headset volume control can be invoked by AltiView using the Volume Control button on the main window of AltiView. • Add extension Activity field in Monitor window - an Extension Activity field is added to the Monitor window of AltiView. AltiView Manual... -
Page 10: Client System Requirements
• 128 MB DRAM • SVGA monitor (800 x 600) with 256 color display, or better • Keyboard and Mouse • AltiWare OE/ACC Release 5.0A or AltiContact Manager 5.0A running on a server accessible to this client. 2 AltiView Manual... -
Page 11: Licensing
After completing the pre-installation checklist, proceed as follows on the client machine: Exit any/all Windows applications. Insert the AltiWare OE/ACC 5.0A/ACM 5.0A CD into the CD ROM drive. Run the Setup program under AltiView\ and follow the step-by-step installation instructions as they appear on the screen. AltiView Manual... -
Page 12: Uninstalling Altiview
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. Install the AltiView 5.0 software. 4 AltiView Manual... -
Page 13: Microsoft Outlook And Outlook Express Support
AltiView supports ACT! and GoldMine® contact management software, allowing you to obtain phone numbers to dial from the ACT! or GoldMine® contact database list. AltiView also lets you see the matching record from the contact database list of the incoming calls. AltiView Manual... - Page 14 6 AltiView Manual...
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Page 15: 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 16 If you do not have an IP phone and you want your AltiView desktop to access AltiWare/AltiContact Manager as an IP extension, select the IP Extension Integrated with IP-Talk check box. To do this, your extension must be set up as an IP extension by your system administrator. 8 AltiView Manual...
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Page 17: Reconnecting To Altiview
• You must have AltiGen-certified IP phone/adapter equipment. Consult your system administrator or authorized AltiGen dealer for details on obtaining and using any of these options. The IP Talk option is discussed in the next section. AltiView Manual... -
Page 18: Ip Extensions Using Ip-Talk
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 10 AltiView Manual... -
Page 19: 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 20 • 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 12 AltiView Manual...
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Page 21: 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 22: Altiview Manual
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. 14 AltiView Manual... -
Page 23: Using Altiview
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 24: 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 MUTE, REDIAL, HANGUP, HOLD, TRANSFER, CONFERENCE, or send calls to VM (voice mail) or AA/IVR (Attendant). 16 AltiView Manual... - Page 25 The Config button lets you customize your call handling and voice message settings. See Chapter 4, Configuring Your Station Settings. Figure 5. Config button • The EXPAND button provides a view into extension or workgroup activity and provides access to past call logs. AltiView Manual...
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Page 26: About The Calls List
The calls list displays the call status for each call as described in “Call States” on page 11. 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. 18 AltiView Manual... -
Page 27: 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 AltiView Manual... -
Page 28: Dialing By Number
• "7" is the IP trunk access code, "101" is the IP dialing entry, and "234567" is the target number. • "710" is the area code, and "1234567" is the number. In this case, an AltiView message box asks you: Is "710" an area code? 20 AltiView Manual... -
Page 29: Dialing By Name Or Extension
Depending on which type of speed dial number you want to call, click the Station Dial tab or the System Dial tab. Choose the speed dial entry from the list. Click the Dial button to place the call. AltiView Manual... -
Page 30: Placing Calls On Hold
This places the current call on hold and connects the incoming call. When you are finished, click the Hold state cell for the call on hold to reconnect. Transferring Calls AltiAgent supports both supervised transfer, in which you confirm the transfer, and blind transfer. 22 AltiView Manual... -
Page 31: Sending Calls To Voice Mail
While connected to a call, click To VM on the main window. When the dial pad appears, choose the extension number you want to send the call to, sorted by number or by name, then click OK. Figure 12. Transfer to Voice Mail AltiView Manual... -
Page 32: Centrex Transfer
GUI and then press the Enter key on the keyboard. After the user hears dial tone, type the second party’s outside number in the number field on the GUI and then press the Enter key on the keyboard again. 24 AltiView Manual... -
Page 33: Conferencing Calls
Pending state, and you see a confirmation dialog box. Figure 14. Confirming Conference Calls After the third party connects, you can announce the conference by clicking OK in the dialog box. If the third party does not answer, click the Cancel button. AltiView Manual... - Page 34 When two or more lines are holding, you can also add parties to a conference call: Right-click on the line call. Figure 16. Join to Conference Use the drop-down list and select Join To Conference. In the confirmation dialog box, click OK to conference the caller. 26 AltiView Manual...
- Page 35 # or using AltiView with an IP phone). If the conference holder hangs up, no one in the conference call is allowed to drop the call from conference. Only the conference holder can drop a call from conference. AltiView Manual...
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Page 36: Recording Calls
Recording on Demand When the extension is set to record on demand (to a central location or user VM), the user can use AltiView to initiate the recording. 28 AltiView Manual... -
Page 37: 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. AltiView Manual... - Page 38 Right-click the number in the Calls List. Figure 19. Account Code from Right-click Drop-Down List Choose Account Code. In the Account Code popup window, select an account code from the scrollbox. Figure 20. Account Codes List window 30 AltiView Manual...
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Page 39: Using Voice Mail
• New voice mail messages are indicated by a white, closed envelope icon in the status window of AltiView. • If the new message is urgent, a red envelope icon is displayed. AltiView Manual... -
Page 40: 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. 32 AltiView Manual... -
Page 41: Deleting The Message
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. AltiView Manual... -
Page 42: Forwarding Voice Mail
• If the extension name is configured for an extension, it is used to match the search string. If the extension name is not configured, then the extension number is used to match the search string for this extension. 34 AltiView Manual... -
Page 43: Monitoring Extension Activity
If you’re a manager, for example, you might monitor to determine whether you need more resources in a busy environment. Or you might use monitoring capability to cover calls for a co-worker, since you can click the ringing phone icon in the monitor list and take the co-worker’s call. AltiView Manual... -
Page 44: Choosing Extensions To Monitor
Monitor window. Figure 25. Change Monitor window Extensions to which your system administrator has given you moni- toring rights are listed here. Select the check boxes next to the extensions you want to monitor, and click OK. 36 AltiView Manual... -
Page 45: 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. AltiView Manual... - Page 46 • Length—the length of time of each call. • DNIS—DNIS digits collected, if available • Note—a note attached to the call. Move the cursor to the field to enter a note. 38 AltiView Manual...
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Page 47: Viewing The Speed Dial List
Yes to delete or No to cancel. Figure 27. Confirm Delete All Viewing the Speed Dial List To dial System speed dial entries, click on the speed dial entry and click the DIAL button. Figure 28. Speed Dial List Window AltiView Manual... - Page 48 40 AltiView Manual...
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Page 49: Configuring Your Station Settings
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 50: 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. 42 AltiView Manual... -
Page 51: 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 52: Color Selection
DINA Manager to synchronize the systems. Otherwise this feature will not work. Note: The call to be transferred must originate from an AltiServ system running 5.0 or later. 44 AltiView Manual... -
Page 53: Insert Dialing Prefix
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 49 for details on these settings. AltiView Manual... - Page 54 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 46 AltiView Manual...
- Page 55 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 56 ... 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). 48 AltiView Manual...
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Page 57: 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 58: Do Not Disturb
Note: The default setting is 0 seconds. If the duration is set to 0, all incoming calls will go to Connect State right away. Both caller and callee will not hear ring tone. 50 AltiView Manual... -
Page 59: Message Notification
You can also set up Message Notification through the AltiGen Voice Mail System. Click the Message Notification tab in the Config window to establish how and when you want to be notified about incoming voice messages. AltiView Manual... - Page 60 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. 52 AltiView Manual...
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Page 61: Vm Groups (Distribution Lists)
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. Figure 6. VM Group Edit window AltiView Manual... -
Page 62: Creating A Vm Group
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. 54 AltiView Manual... -
Page 63: 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 64: 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 56 AltiView Manual... -
Page 65: 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 66 58 AltiView Manual...
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Page 67: Index
31 exit 11 call states, defined 11 external databases 5 call transfer 22 call waiting 22 multiple 51 calls list 18 flash button 22 Centrex transfer 24 forwarding all calls 49 color selection 44 forwarding voice mail 34 AltiView Manual... - Page 68 51 single call waiting 51 Music on Hold state 12 speed dial 21 mute button 1 speed dial list 39 state column 22 station speed dialing no answer handling 50 configuration 55 notifications 51 system requirements 2 60 AltiView Manual...
- Page 69 4 upgrade 3 VM groups 53 voice mail 23 forwarding 34 playing 32 voice mail group 35 voice mail state 12 voice recording 31 warranty vii how to get service vii Windows tray 11 workgroup 35 AltiView Manual 61...