AltiAgent™ for AltiWare Open Edition (OE)/ AltiServ Contact Center (ACC) Release 5.0A and AltiContact Manager (ACM) Release 5.0A Manual Revised 07/2006 Version #5 4504-0012-5.
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 Contents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . i Warranty . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . v CHAPTER 1 Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 New in Version 5.0A . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Workgroup Login . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Logging Out or Changing Workgroups . . . . . . . . . . . . . . . . . . . . . About the Main Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Call Handling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Dialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Placing Calls on Hold. . . . . . . . . . . . . . . . . . . . . . .
VM Groups (Distribution Lists) . . . . . . . . . . . . . . . . . . . . . . . . . 59 Accessing Voice Mail Group Lists. . . . . . . . . . . . . . . . . . . . . . . 60 Adding or Editing Station Speed Entries . . . . . . . . . . . . . . . . . . 63 System Speed Dialing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64 Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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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.
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. RMA numbers are issued by AltiGen Customer Service and can be obtained by calling 1-888-ALTIGEN (258-4436) or faxing an RMA form to 510-252-9738, attention to Customer Service. AltiGen reserves the right to refuse return of any material that does not have an RMA number.
CHAPTER 1 AltiAgent is an optional software package that runs with the AltiWare OE or AltiContact Manager system. AltiAgent Session licenses must be installed and registered to enable client sessions. To install the AltiAgent client software, you can load AltiAgent on a network server and then using your company’s distribution software to deliver the AltiAgent client software to each desktop PC.
• Reconnect button when connection is dropped - In 5.0, when a connection between AltiServ and AltiAgent is broken, AltiAgent pops a message box informing the user about the broken connection; the user can only click on OK to end the application. In 5.0A, when the connection is broken, AltiAgent will pop a message box to inform the user and will also provide a Reconnect button.
Windows 98 (or higher), or Windows 2000, or Windows NT 4.0 or higher, Server or Workstation. • 30 MB Hard Drive Disk Space • 128 MB DRAM • SVGA monitor (800 x 600) with 256 color display, or better • Keyboard and Mouse • AltiWare OE/AltiContact Manager 5.0A running on a server accessible to this client. Installation • Licensing AltiAgent requires an AltiAgent session license to be installed at the AltiWare/ACM system. Concurrent login session is governed by the AltiAgent session license.
Installing AltiAgent on a Client System After completing the pre-installation checklist, proceed as follows on the client machine: 1. Exit any/all Windows applications. 2. Insert the AltiWare OE 5.0A CD into the CD ROM drive. 3. Run the Setup program under AltiAgent\ and follow the step-by-step installation instructions as they appear on the screen. Uninstalling AltiAgent 1. From the Windows Start menu, select Control Panel Remove Programs to uninstall AltiAgent. Add/ 2.
4. Install the AltiAgent 5.0 software. Microsoft Outlook and Outlook Express Support AltiAgent supports Microsoft Outlook 97, 98, and 2000, 2003, and Outlook Express 5.0, allowing you to obtain phone numbers to dial from a Microsoft Contact list. AltiAgent also lets you see the incoming calls that have a matching record in the Contact list. AltiAgent requires that you to set up the Outlook Contacts list prior to using this feature.
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CHAPTER 2 Getting Started Getting Started AltiAgent is a version of AltiView designed for workgroup agents. Through an AltiAgent window, you can monitor workgroup-related statistics, workgroup call pickup, and member login/logout directly from the desktop. Also, the AltiView functionality can be accessed from AltiAgent. Logging In Important: For users running Windows XP SP2, a firewall protection Security Alert will pop up when opening the client login window.
name of the system you will be using. If this is not your first login, go on to the next step. Figure 1. Logging in 2. Enter your Extension number and Password assigned to your phone. Check the Always save password check box to store your login password the next time you access AltiAgent. Note: AltiServ maintains a counter for each extension to track login failures. Up to 8 login attempts are allowed, after which login will be disabled from 1 to 24 hours (depending on the Administrator’s setting). 3.
Reconnecting to AltiAgent When a connection between AltiServ and AltiAgent is broken, AltiAgent will pop a message box to inform the user and reconnect the call. Clicking Yes will connect to AltiServ again without having to log back onto AltiAgent to re-enter the extension number and password. Getting Started Figure 2. Reconnect to AltiAgent Logging In Remotely Using an IP Extension For agent use or supervisor use, you can access AltiAgent from a remote location using an IP extension.
3. (IPTalk users only) Select the IP Extension Integrated with IP Talk check box. 4. Click OK. IP Extensions Using IP Talk To use IPTalk as an IP extension, you need the following: • A sound card or USB sound device/headset (Plantronics headset recommended) Important: You can only run one instance of AltiAgent with IPTalk per system. To make and receive calls using IPTalk: • Connect your headset to your PC. Use the AltiAgent Dial and call accepting functions as usual to make and receive calls.
Pop Up when You Get a Call You can configure to pop up when you have incoming calls. Pop ups work when AltiAgent is hidden (minimized) but not when you have exited. See “Screen Pop, Audio Beep, and Auto Close” on page 49. Using the Windows Tray Phone Icon If the AltiAgent interface is not on your Windows desktop, but this icon appears in the Windows tray, you double-click it to open the AltiAgent main window, or you can right click it to pop up a menu, then select the AltiAgent window you want to open.
• Dial Tone - a dial tone is present, AltiAgent is ready to dial out • Error - receipt of an error tone • Hold - the call is on hold • Hold Pending - the call is being transferred or conferenced • Idle - the extension is not in use • Music on Hold - an extension user placed the call on hold to take another call • Park - the call is parked • Play - playing voice mail • Proceeding - the outgoing call is in progress • Record - recording an introductory message • Ringback - caller receives this state while call
Error Messages The following errors may be displayed as login or connectivity errors. Error Message Description Solution No AltiAgent was found Maintain the number of AltiAgent license keys or add additional sesOR more than allowed number of AltiAgent users sion licensing. have attempted to log on. Cannot connect to AltiLink. Please check server name or network connection. You are not connected to AltiWare. Cannot access voice mail Mail box is in use by the list while mail box in use.
Error Message Description This version is not com- The installed version of patible with the version AltiAgent is outdated from AltiWare release. of AltiWare that is running. This can lead to inconsistent or no functionality. Please install the correct version before proceeding. 14 AltiAgent Manual Solution Upgrade AltiAgent to version 5.0A (install matching version of AltiAgent).
CHAPTER 3 Using AltiAgent as a Workgroup Agent AltiAgent is a desktop call control application for workgroup agents to manage their workgroup calls from the PC. AltiAgent allows direct access to call handling as well as configuration functions including the following. You can also log in as a workgroup agent using the IP Extension integrated with... option. View caller data (for example, IP address, account number, credit card number, name, etc.) sent with an incoming call.
Select the workgroup or workgroups you want to log in to, then click OK. AltiAgent supports login on up to eight workgroups simultaneously. Note: If you are set up to change your Outbound Workgroup, you can select another extension from the drop-down list.
The window consists of the following displays and buttons: • The Workgroup Status panel displays statistical information about the current workgroup. Tabs above the panel allow you to switch views between the workgroups you’re logged in to. The statistics are largely self-explanatory, but it may be noted that the Service Level represents the percentage of workgroup calls taken out of queue before the Threshold time has expired.
• The Directory panel has two tabs: CALLS, which shows a current list of calls; and VOICE MAIL, which shows a log of current and past voice messages. Figure 4. Calls Tab • The Call Controls provide single-click functions to MUTE, REDIAL, HANGUP, HOLD, TRANSFER, CONFERENCE, or send calls to VM (voice mail) or to AA/IVR (Attendant). Figure 5. Call Controls Note: When IP Talk is enabled, the headset volume control can be invoked by AltiView using the Volume Control button.
• The Ready/Not Ready buttons tell the system you are ready to receive workgroup calls. • The Web Data button lets you display data associated with the calls, send web pages or URLs to the user, or share web pages. • The Login/Logout buttons The button allows you to login in to different workgroups and/or log out of current workgroups. Call Handling The AltiAgent call handling functions include dialing out, using voice mail, and monitoring other extensions.
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 9. Dialing list Dialing By Number To dial using the keyboard number keys: 1. In the dialing window, enter the numbers you wish to dial using the standard numeric keys or the numeric keypad. The numbers appear in the box above the dialing pad. 2. Press Enter or click the Dial button to place the call.
• "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 AltiAgent message box asks you: Is "710" an area code? • If you click Yes, AltiAgent inserts the trunk access code ("9") and long distance number ("1") automatically. • If you click No, AltiAgent dials this number out directly, and "7" is treated as an IP trunk access code.
Dialing Speed Dial Numbers You can use either your own Station Speed Dial numbers or the System Speed Dial numbers. See “Configuring Your Station Settings” on page 47 for details on setting up speed dial numbers. 1. Depending on which type of speed dial number you want to call, click the Station Dial tab or the System Dial tab. 2. Choose the speed dial entry from the list. 3. Click the Dial button to place the call. Redialing To redial the last number called, click the Redial button.
Using Call Waiting During a call, you may hear a beep indicating that you have another incoming call. To answer the call: 1. Click the Calls tab on the AltiAgent main window to view the directory of current calls. 2. Find and click the row displaying the incoming call. This places the current call on hold and connects the incoming call. 3. When you are finished, click the Hold state cell for the call on hold to reconnect. Transferring Calls 1. While connected to a call, click the Transfer button.
extension. The call is also reconnected if the third party doesn’t answer. How to display User data on the IP phone When a call is being transferred using AltiAgent, the person transferring the call can type a brief note in AltiAgent, which will then be displayed on the LCD of the person receiving the call, as well as on that person’s AltiAgent screen. To do this, after answering a call and before transferring it, do the following: 1. In AltiAgent, click the Call Memo button. The Memo dialog box opens.
You can also transfer a call to an Attendant before you answer it. Figure 14. Transfer to Auto Attendant/IVR Forwarding Calls Using Do Not Disturb Centrex Transfer If you have a Centrex line, you can use this feature to transfer an external call to an outside number without having to tie up two trunk lines. Once the transfer is complete, the external caller’s line connects directly to the outside number.
Note: Single Call Waiting, Multiple Call Waiting or Live Call Waiting must be enabled in AltiAdmin/ACM Admin in order to conference incoming calls. While connected to the first party: 1. Click the Conference button. 2. When the dial pad pops up, enter the extension or phone number you want to conference with, then click Dial. While AltiAgent dials the new number, the first party goes into Hold Pending state, and you see a confirmation dialog box. Figure 15. Confirming Conference Calls 3.
4. Click the Conference button again to initiate the three-way conference. Both calls will be displayed as Conference state. Using AltiAgent Figure 16. Conference Calls Displayed in Call List To add another party, click the Conference button and repeat steps 2-4. When two or more lines are holding, you can also add parties to a conference call: 1. Right-click on the line call. Figure 17.
2. Use the drop-down list and select Join To Conference. 3. In the confirmation dialog box, click OK to conference the caller. The maximum number of conferenced parties is 6.
For each workgroup, the options for voice recording (centralized workgroup recording) are enabled in the system’s General page of Workgroup Configuration.
To record a call: 1. While connected to a call, right-click on the conversation to open a drop-down list. Figure 18. Right-click Drop-Down List 2. Scroll to Start Voice Record. The recording will be indicated by a small, red cassette tape icon in the top right AltiAgent window. If the Insert Recording Tone option is set, both parties will hear a beep when the recording begins. 3. To pause recording, right-click on the conversation and scroll to Pause Voice Record. 4.
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.
3. In the Account Code popup window, select an account code from the scrollbox. Figure 20. Account Code List window Note: If your extension is configured to bypass account code validation, you can enter an account code in the box at the bottom of the popup window. 4. Click OK. To change the account code for a call in progress, repeat the steps above, entering the new account code to assign the call to.
Using Voice Mail About the Voice Mail Window Using AltiAgent Figure 21. Voice Mail window When you click the Voice Mail tab in the main window, you see the voice mail list. Note: Click on the column headings to sort the data. Right-click on a message row to perform any of the actions (listening to, saving, or returning messages, etc.) described in this section. • New voice mail messages are indicated by a white, closed envelope icon in the status window of AltiAgent.
Listening to Your Voice Mail In the Voice Mail list, select the message and use the voice mail controls at the bottom right of the window to play it, rewind, or fast forward. You can also use these commands on the right-click popup menu. You have several listening options which you configure as described in“General Information” on page 48. You can listen using the sound card on your PC or your phone. You can play the message while its downloading or wait until it’s completely downloaded to play it.
Returning the Call Click the Return Call button to call back the sender, or use the right-click popup menu. Attaching a Memo To add a note to accompany a voice mail, click the Memo button to invoke the Memo window or use the right-click popup menu. Using AltiAgent 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.
Forwarding Voice Mail To forward a voice mail to an extension or a VM Group: 1. Select the voice mail in the Voice Mail view of the AltiAgent main window. 2. Right-click popup menu to invoke the VM Forward window. Figure 23. VM Forward window 3. Use the mouse to select the extension, workgroup, or voice mail group to which you want to forward the message.
4. Optionally, you can leave an introductory message. Select the Record Introduction Message check box and follow the steps below. 5. Click OK to complete the forwarding. To record an introductory message: 1. If you selected the Record Introductory Message check box, when you click OK to complete the forward, pick up the phone hand set and you’ll hear a prompt to record the message. 2. Record the message and press the pound key (#). A confirmation appears on screen. 3.
Setting Status to Ready or Not Ready Click the Not Ready button to tell the system not to send workgroup calls to your extension. Click the Ready button to tell the system you are ready to receive workgroup calls. The Log button allows you to log into or out of one or more workgroups. Viewing, Sharing, or Pushing Data Pushing a web page or URL is sending the page or URL as a link that the other person views in their web browser.
• From Supplemental Caller Data, including user data tagged to the call, and data included by using the AltiAgent Memo button, DDR, ActiveX I/F, or Agent ActiveX I/F. • From caller data collected from the web page form. • From web URL paths—a URL history. • From or input by the caller, such as IP address, name, account numbers, etc. including data from your external database such as Outlook, if available. Sharing or Sending a URL or Page 1.
3. To share or push the URL, select the URL you want to share by clicking it, then click Push to send it or Share to share it. 4. When you’re done, click Release to disconnect the web call. Monitoring If your system administrator has configured your extension for monitoring, you can monitor the activity on the other extensions in your workgroup, view call history, view workgroup statistics, and view calls in queue.
Choosing Workgroups to Monitor 1. Open the Monitor window by clicking the EXPAND button in the AltiAgent main window, then click on the MONITOR tab. 2. Click the Change button in the Monitor window to open the Change Monitor window. Extensions to which your system administrator has given you monitoring rights are listed here, in addition to any workgroups to which you belong. 3. Select the check boxes next to the individual extensions (Type “Ext.”) or workgroups (Type “WG Ext.
• Idle—the extension is not in use; you can click the Status field to ring that extension • Connected—the extension is in use • Ringing—the phone on the extension is ringing; you can click the Status field to pick up the call at your own extension • Conference—the extension is on a conference call • Voice Mail—the extension is in voice mail • Auto Attendant—the extension is connected to an Auto Attendant • Holding—the extension is on hold • Hold Pending—the extension is awaiting hold Calling
Viewing the Call History Click the History tab in the Monitor window to view an informational history of handled calls. Using AltiAgent Figure 29. Workgroup Agent History window Note: Click on the column headings in the History window to sort the data. The list in the History window displays the following fields: • Number—the extension or phone number. Upward arrow icons indicate outgoing calls; downward arrows indicate incoming calls Clicking the Number field dials that number.
• 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. Use the Delete button to delete a single call history entry. Use the Delete All button to delete the entire call history list. AltiAgent will ask the user to confirm the deletion; click Yes to delete or No to cancel. Figure 30.
Most of the data is self-explanatory, but you might note the following: • The Service Level represents the percentage of workgroup calls that have been taken out of queue before the Threshold time has expired. If you have been removed from a workgroup by the system administrator, all your statistics related to that workgroup will also be removed from the Workgroup window. • The Login Time is the time you logged into the workgroup.
Most of the data is self-explanatory, but you might note the following: • Queue Time represents the total time a call has been waiting in queue. • Priority Queue Time represents the amount of time that a call has been waiting in a specific priority level. Priority queue time will be reset to 0 when the call’s priority is promoted to a higher level. Pick Up Calls from Queue To pick up a call from a workgroup queue, click on the queued call and click the Pickup button.
Using ActiveX Control with Third Party Applications The AltiAgent ActiveX Control Object is an ActiveX Object. It works with AltiAgent by getting call-related information from AltiAgent, which acts as a server. Based on the call information, AltiAgent will implement corresponding actions, such as popping up corresponding customer information and logging Caller ID into a database.
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CHAPTER 4 Configuring Your Station Settings You can configure the following settings and options by clicking the Config button in the main window to open the Config window. • General Info—password, default trunk access, and other settings. • One Number Access (ONA)—forwarding of specific incoming calls. This is available only when your extension configuration is set up to allow ONA. • Call Handling—forwarding, busy call, and no-answer call handling.
General Information Figure 34. General Info configuration The General Info tab is the window you see when you first click the Config button in the AltiAgent main window to open the Config window. In this window, you can edit your password, the default trunk access code, voice mail settings, AltiAgent audio and video behavior, and external database access options. Default Trunk Access The trunk access codes are defined in the AltiWare/ACM Administrator.
Voice Mail Play Options You can choose to play your messages on your phone set, or play them on your sound card and speakers. If you choose to play them on your sound card, you have another choice: you can choose to play the message as it downloads, or to download it completely and play it on an external media player. Screen Pop, Audio Beep, and Auto Close Select the Screen Pop check box if you want an AltiAgent window to pop up on your screen when you have a call.
• Select the For Dial-by-Name check box enable access to the names in the database directory when you dial. With this option enabled, the names and their associated numbers in your Outlook, ACT!, or GoldMine® directory are added to the contact list in the dial pad window. Note: If the contact entry has an extension number as part of the dialing number, the extension number is displayed but will not be included in the digits dialed by AltiWare.
Figure 35. Advanced database options The first three radio buttons provide choices for when to open a text chat session during web-based calls—that is, whether to open IP Talk in coordination with the calls. You can choose always, never, or to have AltiAgent query you on each webcall as to whether to open a chat session. • Select the Popup extra call information… check box to have the Caller Data window pop up automatically when you connect to a webbased call. See “Viewing Caller Data” on page 38.
• Your Call Handling settings must not conflict with ONA. Specifically: — Do Not Disturb must be disabled. Otherwise, if your line is busy, all calls will go into voice mail and not to the 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 55 for details on these settings.
1. Select the times you want to be available to ONA callers. If you choose Enable based on the following schedule, you can set up to four different schedules in the dialog that pops up. Figure 37. Enable Schedule Based Access dialog box 2. Enable the Call Screening check box to have the system prompt the ONA caller to record a caller name to continue ONA. 3. Enable the Caller ID Verification check box and then specify the incoming phone numbers for ONA.
the order from Forwarding Number 1 through Forwarding Number 4. Note that this number order does not correspond to the Schedule order—Forward Number 2 is not used first during Schedule Number 2. Note: If your system administrator has disabled the Check Password option for your ONA settings, a call forwarded via ONA that is picked up by a voice mail box, fax machine, or answering machine will connect, and will not try any subsequent Forwarding Numbers.
Call Handling Click the Call Handling tab in the Config window to configure incoming call handling for your extension. Figure 38. Call Handling configuration Forwarding All Calls 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.
Do Not Disturb If you select Enable Do Not Disturb, all incoming calls are forwarded according to your “Enable Busy Call Handling” settings, described below. When enabled, use the Activity drop-down list to select an activity engaged by the user: 1 - In-System, 2 - In-Personal, 3 - Meeting, 4 - Away From Desk, 5 Business Travel, 6 - Personal Time Off The remaining three activity codes (7, 8, 9) are customized by the administrator.
Call Waiting Options Call waiting options are available only if the Enable Busy Call Handling check box has been selected, but this option is only available for personal calls. • Single Call Waiting—sets up single call waiting. This feature gives an alert tone (audio beep) to indicate that a call is waiting. This feature must be enabled in order to conference incoming calls. • Multiple Call Waiting—enables a “personal queue” of multiple calls waiting.
Click the Message Notification tab in the Config window to establish how and when you want to be notified about incoming voice messages. Figure 39. Message Notification options Use this window to set the notification options: • The types of messages to which you want to be alerted: none, urgent voice messages only, all voice messages, or all voice messages and email too. • How and where to notify you—in the Notification or Reminder Message by calling options.
• Queue condition—if you want to be notified when the queue time is longer than the number of seconds you specify and/or the calls in the queue exceed the number you specify. You can be notified with the appropriate information in a screen pop, an audio beep, or both. If you don’t click OK in the screen pop, the information it contains will be updated when the threshold is crossed again. This setting applies to all workgroups an agent belongs to.
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 40.
Creating a VM Group To create a VM group after opening the VM Group Edit window, click the New button, which invokes the Create Group window. 2. Use the scroll bar to select a desired Group ID. 3. Enter the VM Group Name and any Comments. These are optional but may help you identify the group. 4. Select the member extensions by selecting the check box next to each extension. 5. When finished, click OK.
Deleting a Group To delete a Voice Mail Group: 1. Access the VM Group window. 2. Click the Change button in the VM Group Edit window to open the Change Group window. 3. Click the Clear button to deselect all extensions. 4. Click OK to save and exit. When you empty a group of members, the group is deleted. Station Speed Dialing Setup The Speed Dial Setup page, accessed by clicking Station Speed on the main menu, lets you set up to 20 station speed dial numbers.
. Figure 41. Station Speed Dialing setup Adding or Editing Station Speed Entries Click a Station ID to select it. 2. Click the Edit button. 3. 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 42. Station Speed dialog box, for Speed Dial Numbers AltiAgent Manual 63 Configuration 1.
4. Click OK. Deleting Station Speed Entries To delete a speed dial number, click the Station ID and click Edit to open the Station Speed dialog box. Click Clear and then click OK. 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/ACM Administrator. In AltiAgent, you cannot edit speed dial numbers or name entries. Figure 43.
Index Index A AA state 11 Account Codes 30 ACT 5, 49 ActiveX Control 46 Activity 56 address AltiGen Communications, Inc. ii advanced database option 50 AltiAgent main window 16 AltiGen Communications, Inc.
Index H password 53 One Number Access configuration 57 One Number Access Setup handling calls 19–27 hiding AltiAgent 10 history logs 42 history window 42 hold 12 hold button 22 hold pending 12, 41 P I Idle state 12 installation requirements 2 IP extension, troubleshooting IPTalk 1 IP-Talk License 3 J 52 10 pager, and forwarding 55 Park state 12 password One Number Access 53 phone icon 11 pick up call from queue 45 pickup button 45 ping 10 Play state 12 pop-up windows 11 proceeding state 12 pushing
Index system speed dialing 64 T TCP socket 10 threshold time 17 transfer Centrex 25 transfer calls 23 transfer to auto attendant 24 transfer to voice mail 23 transferring calls to voice mail 24 Troubleshooting IP Connectivity 10 U uninstall 4 URL sharing URLs 37 37 V VM groups 59 voice mail 23 forwarding 35 playing 33 voice mail group 36 voice mail state 12 W warranty v how to get service web button 37 web pages 37 web-based calls 50 Windows tray 11 workgroup 39 workgroup agent call handling 36 v Al
