AltiConsole™ for AltiWare Open Edition (OE) Release 4.6 and AltiContact Manager (ACM) Release 4.6 Manual Revised 03/2003 4502-0001-4.
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. Although AltiGen Communications, Inc.
Contents Warranty . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . v Before You Begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 About AltiConsole . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 New in Version 4.6 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Package Contents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 System Requirements . . . . . . . . .
System Call Park . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21 Conference Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22 Overhead Paging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23 Configuring AltiConsole Settings . . . . . . . . . . . . . . . . . . . . .25 Setting AltiConsole Behavior, Overhead Paging, and Auto Attendant/ IVR . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Warranty What The Warranty Covers AltiGen Communications warrants its hardware products to be free from defects in material and workmanship during the warranty period. If a product proves to be defective in material or workmanship during the warranty period, AltiGen Communications will, at its sole option, repair, refund or replace the product with a like product.
3. 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: 1. Take or ship the product (shipment prepaid) to your AltiGen distributor or to AltiGen Communications, Inc. All materials being returned to AltiGen must have an associated RMA number.
Effect of State Law This warranty gives you specific legal rights, and you may also have other rights which vary from state to state. Some states do not allow limitations on implied warranties and/or do not allow the exclusion of incidental or consequential damages, so the above limitations and exclusions may not apply to you. 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.
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CHAPTER 1 Before You Begin About AltiConsole AltiConsole 4.6 is an attendant console application for a client system or personal computer running Microsoft Windows 98/2000 or Windows NT (Server or Workstation) 4.0 with Service Pack 6a (or higher). It connects to AltiGen’s AltiServ, the telephony server, running AltiWare OE Release 4.6 (or higher) or AltiContact Manager 4.6 (or higher). AltiConsole can simultaneously support up to ten operators on the same AltiWare system.
Package Contents The following items are included in the AltiConsole package: • AltiConsole 4.6 Manual • AltiConsole End User License Agreement Make sure you have all items listed above. If anything is missing or damaged, please contact your Authorized AltiGen Dealer. System Requirements The client system must meet the following minimum requirements: • Windows 98/2000 or Windows NT 4.0 (Server or Workstation) with Service Pack 6a (or higher) installed.
Before Installing AltiConsole • AltiWare OE Release 4.6 (or higher) or AltiContact Manager 4.6 (or higher) must be installed on the system to which the AltiConsole client will connect. • The system administrator must configure the extension to enable Multiple Call Waiting as an Answering option, as well as configuring the extension’s Busy Call Handling and No Answer Handling as desired. • The client system should be connected to the system over the LAN.
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CHAPTER 2 Getting Started In order to run AltiConsole, the system server must be up and running. While the system is running, the data you see in your AltiConsole windows is refreshed and updated. If the system is stopped in the middle of an AltiConsole session, you will be prompted to close your session. Logging In When you log in, you are prompted for the following information: Figure 1.
Note: Your logon info for the current session is also shown in the Logon Info tab of the Setup dialog. See “Viewing Your Server, Extension, and Tenant ID” on page 26. If you have trouble, check with your system administrator to be sure you are using a physical extension. Monitoring a Group Call Queue AltiConsole provides the capability to see a group’s call queue. During your session, you will be able to see all calls queued up for your group, along with waiting times.
About the AltiConsole Main Window When you run AltiConsole, you see the main window. An example is shown here: Figure 2. AltiConsole main window The main window is composed of the following displays and buttons: • The Title bar displays your extension number. AltiConsole 4.
• The Info line at the bottom left displays information on the current action or about errors. • A message waiting indicator (red circle) appears at the bottom right when a new message is waiting. • The Active Calls panel shows the status and information about currently connected calls, including caller ID and DNIS information if available. If your system administrator has enabled multiple call waiting for your extension, this panel can hold up to 50 concurrent calls.
• The right portion of the AltiConsole desktop shows a detailed view of different activities, each represented by a tab. These views are described in the subsequent sections. 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. Workgroup call queue Figure 3.
Busy Lamp Field View (BLF tab) The panel at the right of the main window contains four tabs. The first tab is BLF, or Busy Lamp Field. This display lists only physical extensions on the AltiWare system. You can sort by any of the columns by clicking the column heading. Clicking the heading repeatedly reverses the sort order from descending to ascending and vice versa.
Trunk Status View (Trunk tab) The third tab in the panel at the right is the Trunk tab. The Trunk view displays Location and Status. The location identifies the card ID and port (channel) number on the board. For example, in location 00:05, the card ID is 0 and the port number is 5. The Status column states are described on “Call States” on page 12. The dots at the left have the following meanings: • A black circle means not ready. • A solid green dot means idle.
Call States The Status column appears in many of the AltiConsole panels. The call states and their dot indicators [in brackets] can be one of the following. Generally stated, red means the line is being used; green means idle. • AA (Auto Attendant) [a solid red dot]—a call being transferred to the auto attendant. • Busy [a solid red dot]—the called party is busy. • Conferencing [a solid red dot]—call participating in a conference call.
Keyboard Shortcuts General Tips • You can type extension or phone numbers using the keyboard number keys or the number pad. • Once you are in any of the panel views, you can use the keyboard arrow keys to scroll through and select a desired call or extension. Specific Keyboard Shortcuts Call Handling Function/Button1 Keyboard Short Cut Number Pad Short Cut2 Hang-Up Alt+h .
Mouse Shortcuts You can use several mouse shortcuts. The limitations that apply to all calls also apply to these shortcuts: while connected to a call, you cannot place another call, but you can answer another incoming call. To place or answer a call, your phone must be off-hook. • Double-click an extension in any list of extensions to call that extension. • Double-click an incoming call (Ringing state in the Active Calls list) to answer it.
CHAPTER 3 Handling Calls A General Procedure In general, the steps in handling a call in AltiConsole are as follows: 1. Select the call. 2. Select the operation such as Blind Transfer, Supervised Transfer, Voice Mail, etc. 3. Select the destination extension or outside number where the call should be sent. 4. Click the Dial button or press Enter on the keyboard. Note: Double-clicking the destination number in step 3 completes the action and eliminates the need for step 4.
Dialing In the AltiConsole main window, you can dial as follows: 1. Type a number using the keyboard number keys or the numeric keypad, or click numbers on the dial pad, or select a number in one of the view panels (BLF, All, or Speed). 2. Click the Dial button, or press Alt+d or the Enter key on the keyboard. The Double-Click Shortcut If you’re calling a number in one of the view panels (BLF, All, or Speed), simply double-click the number.
Answering Calls to Other Extensions You can take calls that were going to another extension under certain conditions. You can’t take a call to another extension if you have calls other than Hold calls in the Active Calls list. You have to handle the pending calls first. You can take the call if it shows a Ringing status. Use the Answer button, Alt+a, and the numeric keypad + key can also pick up calls ringing to other extensions. To pick up a ringing call on another extension: 1.
Calls on hold will ring back on your extension if they are not picked up with the timeout period set by your system administrator. To place a call on hold: While connected to a call, click the Hold button or press Alt+o on the keyboard. The call is placed on hold and will hear music or recorded greetings (if it is configured in AltiWare) until it is picked up or you get a ring back. To pick-up a call on hold: The call must have a Hold status in the Active Calls list.
Blind Transfer Blind Transfer transfers an incoming call to an extension without your having to wait for the called party to answer. For limitations on this transfer, see the discussion, “When You Can and Can’t Transfer Calls” on page 18. To blind transfer a connected call: 1. Click the Blind Transfer button or press Alt+b on the keyboard. 2. 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.
4. After connecting to the destination party, verify that the person wants to accept the call, and depending on their response, do one of the following: • If yes, click the Supervised Transfer button or press Alt+s on the keyboard again to complete the transfer. • If no, click the Roll Back button or press Alt+r on the keyboard to cancel the transfer and return to the original caller. Transfer to Auto Attendant You can transfer a connected call to any Auto Attendant as follows.
1. Select the Connecting call in the Active Calls list. If you do not select a call and then proceed with these steps, the currently connected call is selected by default. 2. Click the Voice Mail button or press Alt+v. 3. Select the voice mailbox for the extension to which you want to transfer. You can select the extension number from the BLF or ALL panel views or enter the number using the Dial Pad. 4. Click the Dial button or press Enter on the keyboard.
• When you have a connected call, click the Park button (or Alt+P on the keyboard), then double-click on an extension in the panel at the right of the main window. The call will be parked and will show Park for the extension. Parked calls ring back to you after a timeout period if a user does not pick up the call. The timeout period is set by your system administrator. Remember to notify users of their parked calls periodically.
4. After connecting with the second party and announcing the conference call, click the Conference button or press Alt+c to add the call to the conference. 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. 5. Repeat the above steps for each party you want to add.
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CHAPTER 4 Configuring AltiConsole Settings Click the Setup button at the bottom of the main window to open the Setup windows where you can set your extension number, the default Auto Attendant/IVR, audio and popup behavior, the overhead paging connection and method, and your speed dial numbers. In these windows, you can save your changes by clicking OK.
• Select the Screen Pop check box to have AltiConsole pop up when a call comes in to your extension. • Select the Audio Beep check box to hear a beep when a call comes in to your extension. • For overhead paging, select whether to send the output to an audio output (the same as pressing #44 on the phone pad) or to a trunk line (#45). If you select a trunk line, use the drop down list to select the trunk to be used for the overhead paging.
Here’s an example of the Logon Info window: Figure 5. Logon Info window, Setup dialog AltiConsole remembers these settings the next time you run it. 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 panel view as described in “Speed Dial View (SPEED tab)” on page 11—you can dial or transfer to these frequently used numbers with a click of a button.
Here’s an example of the Speed Call List window: Figure 6. Speed Call List window To add a number: 1. Click the Add button in the Speed Call List window to open a dialog. Figure 7. Speed Call List window, Add Speed Dial Entry dialog 2. Enter the number, first name, and last name of the user, workgroup, or external contact. Outside phone numbers must include all necessary digits such as trunk access code, long distance prefix, area code, etc.
3. Click OK. To edit a number: 1. Select the number in the Speed Call List window and click the Edit button to open an Edit dialog that has the same data boxes as the Add dialog example. 2. Modify the number, first name, or last name as needed. Outside phone numbers must include all necessary digits such as trunk access code, long distance prefix, area code, etc. 3. Click OK.
Here’s an example of the Group window: Figure 8. Workgroup window To specify group call queues to monitor: • In the Unmonitor list, highlight the group number whose queue you want to monitor and click Add (or Add All for all group numbers) to place it in the Monitor List. • In the Monitor list, highlight the group number whose queue you don’t want to monitor and click Remove (or Remove All for all workgroups) to place it in the Unmonitor List.
Index Index D dial pad 8 roll back button 8 dialing 16 disconnect status 12 DND status 12 Do Not Disturb status 12 double-click shortcut 16 A AA status 12 active calls view 8, 12 address AltiGen Communications, Inc. All Extensions view 10 AltiConsole basic functions 1 client system installation 3 main window 7 setup 25 AltiGen Communications phone numbers ii AltiGen Communications, Inc.
Index multiple call waiting 8 T Offhook status 12 options, setting 25 overhead paging 23 setup 26 transferring calls 18–22 blind transfer 19 parking 21 rules about 18 supervised transfer 19 to Auto Attendant 20 to IVR 20 to user’s voice mailbox 21 to Voice Mail 20 Trunk view 11 trunk, and overhead paging 26 P V N number pad shortcuts 13 O paging 23 Park status 12 parking a call 21 pickup a parked call 22 placing a call 16 proceeding status 12 R ringing status 12 roll back button 8 S screen popup
