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Altigen AltiConsole Manual

For altiware acc release 5.1 and altiware acm release 5.1
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Download this manual See also: User Manual
AltiConsole
™
for AltiWare ACC Release 5.1
and AltiWare ACM Release 5.1
Manual
Revised 11/2007 Version #2 4502-0001-5.1

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Summary of Contents for Altigen AltiConsole

  • Page 1 AltiConsole ™ for AltiWare ACC Release 5.1 and AltiWare ACM Release 5.1 Manual Revised 11/2007 Version #2 4502-0001-5.1...
  • 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

    Blind Transfer........25 AltiConsole Manual iii...
  • Page 4 Index ..........43 AltiConsole Manual...

  • Page 5: Warranty

    9738, attention to Customer Service. AltiGen reserves the right to refuse return of any material that does not have an RMA number. The RMA number should be clearly marked on the outside of the box in which the material is being returned. For example: AltiConsole Manual...
  • Page 6 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...

  • Page 7: About Alticonsole

    Multi-Site Console. The total number of physical extensions supported is 600. The total number of combined extensions (physical + virtual) supported is 6,000. New in Version 5.1 • Supports connection through CTProxy • Ability to enable call recording • Park and Page AltiConsole Manual 1...
  • Page 8 AltiConsole Manual...

  • Page 9: Installation

    Multiple Call Waiting as an Answering option, and configure the extension’s Busy Call Handling and No Answer Handling as desired. • The AltiConsole License Key must be enabled. • Older client programs cannot be installed on the same PC running 5.1 client programs. AltiConsole Manual 3...

  • Page 10: Installing Alticonsole

    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 AltiConsole 5.0A software. AltiConsole Manual...

  • Page 11: Getting Started

    When you log in, you are prompted for the following information. Fill in the fields, check the appropriate options, and click Login. Local Server Info: • Server Address—the IP address of your server • Server Display Name—name of your server AltiConsole Manual 5...

  • Page 12: Logging In To Multi-Site Console

    Note: If you have trouble logging in, check with your system administrator to be sure you are using a physical extension. Logging In to Multi-Site Console When the Multi-Site Console option is checked, the login window expands to show the Remote Server List: AltiConsole Manual...
  • Page 13 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 7...

  • Page 14: Other Altiserv Settings Apply To Alticonsole

    (which allows you to answer calls leaving your phone off hook), that setting is active when you use AltiConsole. The Hands Free Manual Answer Mode is one setting you’ll probably want to use in a busy environment. See “Hands Free Handling” on page 21. AltiConsole Manual...

  • Page 15: About The Alticonsole Main Window

    About the AltiConsole Main Window When you start AltiConsole, the main window appears: The main window contains the following displays and buttons: • The Title bar displays your extension number. AltiConsole Manual 9...
  • Page 16 If AltiConsole is logged on with the Monitor group call queue option selected, it will also show a group waiting call queue in the lower right pane. Note: To be able to monitor a group queue, the Operator must be an agent and belong to the group. AltiConsole Manual...

  • Page 17: Busy Lamp Field View (Blf Tab)

    Busy Lamp Field View (BLF tab) The panel at the right side of the main window contains four tabs. The first tab is BLF, or Busy Lamp Field. This display lists only physical extensions in the AltiWare system. AltiConsole Manual 11...

  • Page 18: All Extensions View (All Tab)

    ALL page. • The extensions in remote servers will be displayed in blue text, while local extensions show as black text. All Extensions View (ALL tab) The second tab in the panel at the right is ALL. AltiConsole Manual...
  • Page 19 A headset appears in place of a dot to indicate your extension. You can sort by any of the columns by clicking the column heading. You can also enter data in the Extension, First Name and Last Name boxes (above the columns) to find a matching 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)

    You can sort by any of the columns by clicking the column heading. You can also enter data in the Extension, First Name and Last Name boxes (above the columns) to find a matching entry quickly. AltiConsole Manual 15...

  • Page 22: Call Statuses

    • 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

    5 - Business Travel, 6 - Personal Time Off The remaining three activity codes (7, 8, 9) can be customized by the system administrator. When the extension user selects an activity, the name of the activity is displayed in AltiConsole. AltiConsole Manual 17...

  • Page 24: Keyboard Shortcuts

    Overhead Paging Alt + x Hold Alt + o Voice Mail Alt + v Conference Alt + c Auto Attendant Alt + u Clear Dialed Number Delete 1. 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...

  • 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

    Ringing. Also, you cannot put active conference calls on hold, even if you are participating in the conference. Calls on hold will ring back on your extension if they are not picked up within the timeout period set by your system administrator. 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

    Select the destination extension from one of the view panels (BLF/ ALL/SPEED) by clicking it, or simply enter the destination extension number in the Dial Pad. If the transfer is to an outside number, enter the trunk access code and the full number. AltiConsole Manual 25...

  • Page 32: Transfer To Auto Attendant

    Click the Auto Attendant button or press Alt+u. If you want to transfer the call to the default auto attendant, skip to the next step. If the auto attendant ID you want is different from the default, enter it in the Dial Pad. AltiConsole Manual...

  • Page 33: Transfer To Voice Mail

    Up to 100 calls can be parked simultaneously using System Call Park. 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. AltiConsole Manual 27...

  • 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. AltiConsole Manual...

  • Page 35: Conference Calls

    Click the Park button or press Alt+P on the keyboard. Note: Double-click the parked call in the Line Park list to immediately take the line parked call. Conference Calls AltiConsole can provide for a connection of up to six parties into a conference call. AltiConsole Manual 29...

  • Page 36: Overhead Paging

    Overhead Paging button is dimmed. You cannot answer a call while engaged in an overhead page, nor can you place the overhead page session on hold. Also, you cannot use overhead page during a conference call or during a supervised transfer. AltiConsole Manual...

  • Page 37: Park And Page

    Enter an extension number beside Park For if you’re using System Park, or choose an ID if you’re using Line Park. The console will show who the caller is parked for. (See next figures.) Hang up and page. AltiConsole Manual 31...

  • Page 38: Recording A Call

    (ask your system administrator). If recordings are delivered to your voice mail box, you can retrieve them the same way you retrieve any voice mail. AltiConsole Manual...
  • Page 39 To record a call: Right-click an active call, and choose Start Recording. To pause or stop the recording, right-click and choose Pause Recording or Stop Recording. AltiConsole Manual 33...
  • Page 40 AltiConsole Manual...

  • Page 41: Configuring Alticonsole Settings

    IP trunk link tie. • Select the Screen Pop check box to have AltiConsole pop up when a call comes in to your extension. AltiConsole Manual 35...

  • Page 42: Viewing Your Server, Extension, And Tenant Id

    Enable to auto answer call after check box and use the arrow keys to select the number of seconds (0-30). Viewing Your Server, Extension, and Tenant ID Click the Logon Info tab to view the server, extension, and tenant ID you are using. AltiConsole Manual...

  • Page 43: Setting Speed Call List Entries

    Click the Speed Call List tab to work on Speed Call entries. This is the list that appears in the Speed tab 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 37...
  • Page 44 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...
  • Page 45 To delete one number, select the number in the Speed Call List tab, 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 39...

  • Page 46: 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...
  • Page 47 • Check this option at the bottom of the Group tab. 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 on the General tab. AltiConsole Manual 41...
  • Page 48 AltiConsole Manual...

  • Page 49: Index

    16 calls status view 10 keyboard shortcuts 18 conference calls 29 Conferencing status 16 configuration 35 connected status 16 line park 31 dial pad 10 main window 9 roll back button 10 making a call 22 AltiConsole Manual...
  • Page 50 10 screen popup 35 setup 35 audio beep 36 overhead paging 36 screen pop 35 speed call list 37 shortcuts double-click 22 keyboard 18 mouse 19 number pad 18 Speed Call list setup 37 44 AltiConsole Manual...

This manual is also suitable for:

Alticonsole 5.1

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