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Altigen AltiView Manual

For altiware acc release 5.1 and altiware acm release 5.1
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AltiView™
for AltiWare ACC Release 5.1
and AltiWare ACM Release 5.1
Manual
Revised: 11/2007 Version #3 4503-0001-5.1

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Summary of Contents for Altigen AltiView

  • Page 1 AltiView™ for AltiWare ACC Release 5.1 and AltiWare ACM Release 5.1 Manual Revised: 11/2007 Version #3 4503-0001-5.1...
  • 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.

  • Page 3: Table Of Contents

    Error Messages ........11 AltiView Manual...
  • Page 4 Viewing the Call History ....... . 44 iv AltiView Manual...
  • Page 5 Index ..........65 AltiView Manual...
  • Page 6 AltiView Manual...

  • 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...

  • Page 9: Hapter

    5.0, allowing you to obtain phone numbers to dial from a Microsoft Contact list. AltiView also lets you see the incoming calls that have a matching record in the Contact list. You must set up the Outlook Contacts list prior to using this feature. AltiView Manual...

  • Page 10: Act!/Goldmine® Support

    About AltiWare or About ACC/ACM Admin on the Help menu, then clicking the License Information button, which opens a window that displays licenses and session information. The IPTalk feature requires the purchase, registration and activation of the IPTalk License. 2 AltiView Manual...

  • Page 11: Hapter

    • The AltiView License Key has been installed and activated on the system server. Installing AltiView on a Client System When the above items are done, follow these steps on the client machine: Exit all Windows applications. Insert the AltiWare 5.1 Clients CD into the CD ROM drive. AltiView Manual...

  • Page 12: Uninstalling Altiview

    Go to Control Panel > Add/Remove Programs and remove the AltiView 5.1 program and ALL OTHER 5.1 client applications (including AltiAgent, AltiSupervisor, AltiConsole and CDR Search 5.1). Reboot your system. Go to “<local drive>:Program Files\AltiGen\Shared Files\” and remove AlpInterface.dll. 4 AltiView Manual...
  • Page 13 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 5.0A software. AltiView Manual...
  • Page 14 6 AltiView Manual...

  • Page 15: Hapter

    To obtain the server name or IP address, ask your IT administrator. (Subsequently, when you log in, you’ll see the IP address in the Server Name field.) Enter your Extension number and Password assigned to your phone. AltiView Manual...

  • Page 16: Version Mismatch Dialog Box

    When a connection with the phone server is broken, a message box pops up asking if you want to connect again. Clicking Yes will restore the connection without you having to go through the log-in process again. 8 AltiView Manual...

  • Page 17: Logging In Remotely

    (ISP). Log in using your Extension and Password as usual. If you will be using a headset plugged into your PC, select the IP Extension Integrated with IPTalk check box. Click OK. AltiView Manual...

  • Page 18: Ip Extensions Using Iptalk

    Pop Up AltiView when You Get a Call You can configure AltiView to pop up when you have incoming calls. Pop ups work when AltiView is minimized but not when you have exited. See “Screen Pop, Audio Beep, and Auto Close” on page 49. 10 AltiView Manual...

  • Page 19: Using The Windows Tray Phone Icon

    AltiLink. Please check AltiWare. or DNS name) by: server name or network 1. Pinging the network server connection. address OR 2. Try using the IP address of Alti- Ware (if using the DNS name in the server field). AltiView Manual...
  • Page 20 The version of AltiView The installed version of Upgrade AltiView to match the on your desktop is out of AltiView does not match current running version of Alti- date. the version of AltiWare on Ware. the system server. 12 AltiView Manual...

  • Page 21: Hapter

    DND (do not disturb) button. Call statuses include the following: • AA—the call is being transferred to an auto attendant • Busy—callee is busy or not available • Call Pending—the call is placed into a workgroup queue AltiView Manual...
  • Page 22 The Activity drop-down list Lets you select your whereabouts, so that others may be informed. Click the Down arrow and choose Select beside the appropriate category: In-System / In-Personal / Meeting / Away / Travel / PTO (personal time off) 14 AltiView Manual...
  • Page 23 DND feature will not be available to you. If you select DND, an alert pops up informing you that DND is not allowed. Call Controls Provide single-click functions to HOLD, REDIAL, HANGUP, TRANSFER, CONFERENCE, send calls to AA (auto attendant) or VM (voice mail), and FLASH. AltiView Manual...
  • Page 24 Monitor, History, and Speed Dial Tabs Clicking the button gives you three more tabs to work with: the Monitor tab, the History tab, and the Speed Dial tab. See the appropriate sections for information on working with these tabs. 16 AltiView Manual...

  • Page 25: Handling Calls

    • By selecting from a list—You can open the drop-down list by clicking the Down arrow and then scroll down the list to find the name or number you want and then select it. AltiView Manual...
  • Page 26 The list can display up to 2,000 entries. If you are working with more than 2,000 entries, you can find the entry by name search even if the entry is not one of the 2,000 that are displayed. 18 AltiView Manual...
  • Page 27 IP trunk access code. If the number you dialed is shorter than 10 digits (3-digit area code + 7-digit number), AltiView sees the "7" as an IP trunk number, and dials this number out directly. AltiView Manual...

  • Page 28: Placing Calls On Hold

    Placing Calls on Hold During a phone call, click the Hold button in the AltiView main window. The status of the call is changed from connected to a hold state and you will hear the dial tone. 20 AltiView Manual...

  • Page 29: 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. AltiView Manual...

  • Page 30: Transferring To Voice Mail

    To transfer a call to an auto attendant, while connected to the call click To AA on the main window. Use the drop-down list to select the operator or an auto attendant to transfer to. (You can sort the list by number or by name.) 22 AltiView Manual...

  • Page 31: Centrex Transfer

    After the user hears a dial tone, type the second party’s outside number in the number field and then press the Enter key on the keyboard again. Now either click the Hang Up button or wait to announce the caller and then click the Hang Up button. AltiView Manual...

  • Page 32: Conference Calls

    Pending status, and you see a confirmation dialog box. After the third party answers, you can announce the conference by clicking OK in the dialog box. If the third party does not answer, click the Cancel button. 24 AltiView Manual...
  • Page 33 Right-click on the hold call you want to add to the conference. Select Join To Conference. In the confirmation dialog box, click OK to conference the caller. Click the Conference button again to initiate the three-way conference. Both calls will be displayed as Conference status. AltiView Manual...

  • Page 34: Meetme Conference

    To schedule a phone meeting, click the button. The MeetMe Conference window opens: Using this window, you can: • Create a one-time or recurring meeting and set its parameters 26 AltiView Manual...

  • Page 35: Working In The Meetme Conference Window

    • Use the scroll bar at the bottom of the window to display additional columns, if necessary. • Change column size by clicking and dragging a column border. • Change column order in the current window by dragging a column head to where you want it. AltiView Manual...

  • Page 36: Creating A Meeting

    Enter. Click the Calendar button again to close the calendar. Creating a Meeting To create a meeting, click one of the Create buttons. The Create Meeting dialog box opens. 28 AltiView Manual...
  • Page 37 Identifies the subject or type of meeting. What you enter here should be easily identifiable in the meeting list. Reserved Use the Up/Down arrows or type in a number, up Seats to 30, to indicate the number of expected participants. AltiView Manual...
  • Page 38 One Time Only Meeting If you select One Time Only from the Schedule drop-down list, these are your options in the middle panel: 30 AltiView Manual...
  • Page 39 To select a date, click the Calendar button. To select a start time, click the Down arrow and use the slide bar. Weekly Meeting If you select Weekly from the Schedule drop-down list, these are your options in the middle panel: AltiView Manual...
  • Page 40 In the Duration field, specify the duration of the meeting, using the Up/Down arrows. In the Start field, specify the start of the meeting by clicking the Down arrow and using the slide bar. 32 AltiView Manual...

  • Page 41: E-Mailing A Meeting Invitation

    Microsoft Outlook. The meeting invitation is pasted into a new message in Outlook, and the Outlook Subject field is filled in with “Conference Call Invitation”. Choose the people to whom you want to send the invitation, make any edits you may want to make, and click Send. AltiView Manual...

  • Page 42: Starting And Stopping A Meeting

    When the scheduled meeting time is up, the meeting may continue if no other scheduled meeting needs the resources. If another meeting is scheduled and the resources are needed for that meeting, the current meeting is terminated. 34 AltiView Manual...

  • Page 43: Joining A Meetme Conference

    Recording on Demand When the system administrator has set your extension to record on demand (to a central location or to your voice mail), you can use AltiView to initiate the recording. AltiView Manual...

  • Page 44: Using Account Codes

    Required account codes—If your extension has been configured to require account codes, the system will prompt you to select an account code from a pop-up window for all outbound calls. 36 AltiView Manual...
  • Page 45 To associate a call in progress with an account code: Right-click the call. Choose Account Code. In the Account Code pop-up window, select an account code. Note: Do not enter an account code while recording; doing so will disconnect the call. AltiView Manual...

  • Page 46: 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. 38 AltiView Manual...

  • Page 47: Listening To Your Voice Mail

    • Save in local lets you name the .wav file and choose a directory on your local computer in which to store it. You can then play the .wav file on a media player. AltiView Manual...

  • Page 48: Deleting A Message

    To add a note to accompany a voice mail, either type it right into the Note column, or right-click the voice mail, and select Note. Type a note in the area provided and click OK. The entry will be displayed in the Note field of the voice mail. 40 AltiView Manual...

  • Page 49: Forwarding Voice Mail

    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 50: Working With Voice Mail Groups (Distribution Lists)

    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. 42 AltiView Manual...

  • Page 51: Choosing Extensions To Monitor

    Extensions to which your system administrator has given you monitoring rights are listed here. Select the check boxes next to the extensions you want to monitor, and click OK. The extensions will be listed in the Monitor window. AltiView Manual...

  • Page 52: Reading The Monitor List

    Note: If the call is coming in to a workgroup, as shown in the Group column, 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. 44 AltiView Manual...
  • Page 53 Use the Delete button to delete a single call history entry. Use the Delete All button to delete the entire call history list. AltiView will ask you to confirm the deletion; click Yes to delete or No to cancel: AltiView Manual...
  • Page 54 46 AltiView Manual...

  • Page 55: Configuring Your Station Settings

    Apply Button and OK Button In the Config window, click Apply or OK to save your changes: • Apply saves your changes and lets you continue in the Config window. • OK saves your changes and closes the Config window. AltiView Manual...

  • Page 56: General Information

    If you choose to play them on your sound card, you can have the message play as it downloads, or you can download it completely and play it on an external media player. 48 AltiView Manual...

  • Page 57: Iptalk

    Contacts folder, which will take a few moments. Once the data is loaded, you can close the Configuration window, reopen it, and click the Select Folder button that now appears to choose which Contacts subfolders you want to use. You also have these additional options: AltiView Manual...

  • Page 58: Color Selection

    Before checking this check box, see your phone system administrator. If your company is using multiple systems and the tie trunk feature, the administrator needs to have used AltiEnterprise Manager to synchronize the systems. Otherwise this feature will not work. 50 AltiView Manual...

  • Page 59: One Number Access (Ona)

    — Enable Forward to must not be checked. If it is, all calls will be forwarded according to this setting. See “Call Handling” on page 54 for details on these settings. Setting Up One Number Access To set up one number access, AltiView Manual...
  • Page 60 Click the One Number Access tab in the Config window. Select the times you want to be available to ONA callers. 52 AltiView Manual...
  • Page 61 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. Specify whether the number is an extension or outside number and if a password is required. AltiView Manual...

  • Page 62: Call Handling

    If the ring time exceeds 30 seconds, the system will play a phrase every 15 seconds (playing time is included in ring time). Call Handling Click the Call Handling tab in the Config window to configure incoming call handling for your extension. 54 AltiView Manual...

  • Page 63: Forwarding All Calls

    Enable Busy Call Handling settings, described below. If you check Enable Do Not Disturb, use the Activity drop-down list to select the activity that applies to you: 1 In-System, 2 In-Personal, 3 Meeting, 4 Away from Desk, 5 Business Travel, 6 Personal Time Off AltiView Manual...
  • Page 64 • Single Call Waiting—sets up single call waiting. This feature gives an alert tone (audio beep) to indicate that a call is waiting. Single Call Waiting must be selected in order to conference incoming calls. 56 AltiView Manual...

  • Page 65: Message Notification

    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. Lets you create voice mail groups Use this window to set the notification options: AltiView Manual...

  • Page 66: Voice Mail Groups (Distribution Lists)

    • System-based groups are set up by the system administrator. You can use but not edit these lists in AltiView. • Personal groups are set up and modified in AltiView or in your AltiGen voice mail system. 58 AltiView Manual...

  • Page 67: Working On Voice Mail Group Lists

    To work on your personal voice mail groups, on the Message Notification tab, click the VM Group Edit button. The VM Group Edit dialog box opens. To create a voice mail group Click the New button in theVM Group Edit dialog box. The Create Group dialog box opens. AltiView Manual...
  • Page 68 Click OK. To delete a voice mail group Click the VM Group Edit button. The VM Group Edit dialog box opens. Select the group you want to delete, and click the Change button. 60 AltiView Manual...

  • Page 69: Station Speed Dialing Setup

    Station speed dial numbers are also set up by using the #25 feature code on your phone set. To add or edit station speed dial numbers Click the Station Speed tab in the Config window. Click a Station ID to select it. AltiView Manual...

  • Page 70: System Speed Dial Numbers

    In AltiView, you cannot edit system speed dial numbers or names, but you can edit the Comment column. To do so, select the entry, click the Edit button, make your change, and click OK. 62 AltiView Manual...
  • Page 71 AltiView Manual...
  • Page 72 64 AltiView Manual...

  • Page 73: Index

    Centrex transfer 23 flash button 20 color selection 50 forwarding all calls 55 conference call 24 forwarding voice mail 41 Conference state 14 conferencing MeetMe 26 general configuration 48 station 24 GoldMine 1, 49 configuration 47 call handling 54 AltiView Manual...
  • Page 74 61 system requirements 3 system speed dialing 62 no answer handling 56 notifications 57 TCP socket 10 transfer ONA call screening 53 Centrex 23 ONA ring duration 54 transfer calls 21 One Number Access 66 AltiView Manual...
  • Page 75 22 Troubleshooting IP Connectivity 10 uninstall 4 upgrade 2 VM groups 58 voice mail 21 forwarding 41 playing 39 voice mail group 42 voice mail state 14 voice recording 38 Windows tray 11 workgroup 42 AltiView Manual 67...

This manual is also suitable for:

Altiview 5.1

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