AltiServ™ User Guide for AltiWare Open Edition (OE) / AltiServ Contact Center (ACC) Release 5.0A, and AltiContact Manager (ACM) Release 5.0A Revised 5/2007 4003-0002-5.
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 Phone Feature Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 AltiGen Voice Mail System Quick Features . . . . . . . . . . . . . . . . 1 Making Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Answering Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Call Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 Other Features. . . . . . . . . . . . . . . . . . . . . . .
Answering Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . AltiGen Voice Mail System Quick Features . . . . . . . . . . . . . . . Making Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Call Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Workgroup Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Workgroup Supervisor Features. . . . . . . . . . . . . . . . . . . . . . . . .
Dynamic Messaging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39 Zoomerang . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40 Private Messaging. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41 AltiGen Voice Mail System Mixed-Media Messaging . . . . . . . . . 42 Accessing AltiGen Voice Mail System Mixed-Media Messages42 CHAPTER 3 Using AltiReach . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
iv AltiServ User Guide
## . . . . . . . . . . . . . . . . . Log in to voicemail at your own station ### . . . . . . . . . . . Log in to voicemail at another station AltiGen Voice Mail System Quick Features #11 . . . . . . . . . . . . . . . . . . . . . . Greeting Menu #28 . . . . . . . . . . . . . . . . . . . . . . Password Menu Making Calls #34 . . . . . . . . . . . . . . . . . . . . . . #35 . . . . . . . . . . . . . . . . . . . . . . #69 . . . . . . . . . . . . . . . . . . . . . . #77 . . . . . . . . . . . . .
Call Management #26 . . . . . . . . . . . . . . . . . . . . . . .Station Log Out #27 . . . . . . . . . . . . . . . . . . . . . . .Station Log In #32 . . . . . . . . . . . . .Enter Account Code (before dialing) FLASH #32 . . . . . .Enter Account Code (mid-call) #33 . . . . . . . . . . . . . . . . . . . . . . .Do Not Disturb #36 . . . . . . . . . . . . . . . . . . . . . . .Call Forwarding #37 . . . . . . . . . . . . . . . . . . . . . . .Remote Call Forwarding Other Features #22 . . . .
CHAPTER 1 AltiServ Telephone Functions Note: This guide refers to the FLASH button on the telephone device. The flash function is the off-hook flash used, for example, to take the other call in a simple call-waiting situation. Some telephones may provide a LINK or similar button that provides the same function. Basic Functions Making Calls • To make an internal call to another extension, lift the handset off-hook, wait for dial tone and dial the extension number.
Putting a Call on Hold While connected to a call, do one of the following: • Press the FLASH button to play music on hold —if the system is configured to play music on hold—and do not hang up. Hanging up will disconnect the call. To reconnect to the call, press the FLASH button again. • Press the HOLD button. Nothing is heard while placed on hold this way. Hanging up here will not disconnect the call. To reconnect to the call, press the HOLD button again.
3. Once you place the handset back on-hook, the trunk line also drops and Centrex completes the transfer. Transferring Calls into the AltiGen Voice Mail System To send an outside call into the AltiGen Mail Voice system, press FLASH # 4 0. To transfer a call directly into a user’s voice mail, press FLASH ## and the user’s extension number. When you transfer a call this way, you do not need to set the user’s station on Do-Not-Disturb or wait for the phone to finish ringing.
The user who first initiates the conference call can select another conference member’s call and drop it from the conference simply by disconnecting the call. This must be done through AltiView/AltiAgent. The feature is unavailable to other conference members, even when the initiator hangs up. Single Call Waiting or Multiple Call Waiting must be set for the extension. To conference an incoming call: 1. User hears call waiting tone. 1. Press FLASH to connect to the incoming call. 2.
Consultation To place the caller on hold and speak with a person at another extension: Press FLASH and dial the extension number of the person you wish to speak with. 2. When you are finished, press FLASH again to disconnect the consultation and return to the original caller. Call Park You can park calls and then pick them up at your current station or another one. After a time-out period—set in the AltiWare/ACM Administrator— parked calls ring the extension at which they are parked. To park calls: 1.
You can enable the Silent System Call Park feature by pressing #73 on your telephone keypad. This feature is used to disable the system from announcing the “location” of a call when using the System Call Park feature. This announcement is sometimes confusing when using graphic interface applications such as AltiConsole rather than using the telephone. It also eliminates having to wait for the location number to be announced before moving on to the next task.
• Operator Call = three tones Multiple Call Waiting This feature enables a “personal” queue that allows you to handle multiple incoming calls by letting callers wait in queue until you answer the call. You can transfer or park calls before answering the next call in queue. Before being placed in queue, the caller hears an Initial Greeting. Once in the queue, the caller hears a Subsequent Greeting every 30 seconds.
Account Codes The supervisor can create or assign codes that will enable or force users to assign outgoing calls to particular codes for billing, tracking or forecasting purposes. When this option is enabled, after the user enters outgoing call digits, the system will prompt the user for an account code before allowing the outgoing call to proceed. System Callback You can have the AltiWare/ACM system call you at a remote location.
Dialing a Remote AltiWare/ACM System Calling a Remote Extension Directly over IP To call a remote extension directly over IP: Dial the IP trunk access code (e.g. 8). 2. Dial the destination ID (e.g. 1), if applicable. 3. Dial the destination extension number (e.g. 101).
Hop On Dialing to a Remote Extension To hop onto a remote extension: 1. The incoming call must come in over T1/PRI or the CO to an extension. 2. The extension is set up to forward over IP to the remote extension. Voice Over IP Trunk Call Support If your system is set up with Voice Over IP, you can use the following trunk-related AltiWare/ACM system features during IP trunk call sessions.
• System CallBack over IP Trunk • Calling Out from Voice Mail • Zoomerang—allows the caller to leave a different extension number as the callback number. If the callback number of a call from another AltiWare/ACM system is available and automatically captured, the AltiWare/ACM system only announces the extension number but connects to the correct remote AltiWare/ACM system. • Call Restrictions • Speed Dialing—be sure to enter all appropriate prefixes such as IP trunk access code, Dialed Digits, etc.
Remote Locations IP Dialing Chart To use IP trunks to dial remote AltiWare/ACM system locations, generally you need to know the IP trunk access code, the remote location ID (the digit[s] you dial to reach the remote server), and the remote extension you want. You can use the following chart to list the IDs and extension lengths for each remote system. IP Trunk Access Code: (e.g. 8) Remote Loc.
Using Feature Codes The following sections describe additional telephone features used for call handling and management. To use any of these features: Lift the handset off-hook and wait for the dial tone. 2. Dial the keys indicated in the “Dial” column. 3. Follow the instructions in the “Description” column. Answering Calls Feature Dial Description Individual Call Pickup #29 / Connects to the local set with extension .
Personal Call Park Pickup #31 Pick up the call parked at extension If the call was parked to a workgroup extension, only a workgroup agent or the user who parked the call can pick it up with this feature. Note: If the extension is a workgroup pilot number, only a workgroup agent or the person who parked the call can pick it up. System Call Park FLASH #41 Park a call at a public “location” station by entering FLASH #41. The system announces where the call is parked (a location number).
Hands Free Man- #82 ual Answer Mode AltiServ User Guide 17 Telephone Features Allows you to receive internal and external calls through the speaker phone without having to pickup the handset to answer, provided you use AltiGen's AltiView or AltiClient desktop PC application with the ‘Answer’ button to take the call—by speaker phone, handset, or headset as you prefer. The system will not automatically answer. Pressing #82 activates; pressing #82 a second time deactivates this feature.
AltiGen Voice Mail System Quick Features The following voice messaging features are accessible in the same way as telephone features, without having to login to the AltiGen Voice Mail System. Feature Dial Description Greeting Menu # 11 Follow the system prompts to change your greeting. Password Menu # 28 Follow the system prompts to change your password.
Call Management Feature Diala Description Deactivates or shuts off your extension, forwarding all calls to voice mail. This feature can be used to move your extension from your phone set to another phone set in the office. Station Log In #27 Reactivates your extension at your original phone set or another one. If you log in at a location already occupied by another extension, you can activate the extension using only #27.
Remote Call Forwarding #37 When you’re on a telephone station other than your own, forwards your calls to the current station. Multiple users can forward to the same extension. Deactivate it by pressing #37 again on the same phone set. a = extension num.; = 2-digit num.; location num.
Workgroup Supervisor Features2 Diala Description Workgroup Silent Monitor #59 + + + 1 Listen to incoming or outgoing calls in the specified workgroup. Workgroup Barge-in #59 + + + 2 Intervene in a conversation between an agent and a caller or callee. a = workgroup pilot extension number Other Features Feature Diala Description Feature Status Check #22 Retrieves an announcement about currently activated telephone features.
Group Paging #46 state and logged in members of this paging group. Feature Tips #55 Plays helpful tips and reminders for optimal use of the AltiWare/ACM system. There are eleven tips total and a different one is played each time you access Feature Tips. See “Feature Tips” on page 36 for more information.
Calls on Hold To place a call on hold, do one of the following: • Press the FLASH button to play music on hold, or • Press the HOLD button to place the caller on hold without music. Operator Off-line When the Operator Off-line feature is activated, all calls are directed to the Auto Attendant/IVR. When callers dial 0 in the Auto Attendant/IVR, the system transfers the call to the next extension in the workgroup if one is configured.
24 AltiServ User Guide
CHAPTER 2 Using the AltiGen Mail Voice System This chapter describes the features and functions in the AltiGen Voice Mail System, the voice messaging subsystem of the AltiWare/ACM system. The AltiGen Voice Mail System includes basic voice mail functions and more sophisticated features such as an interface with email. The AltiGen Voice Mail System voice prompts provide instructions and options for all functions. From any menu, press 0 to repeat your options or * to return to the previous menu.
To perform a normal login at your station: Press ##, followed by your password. To login from another station or as a virtual extension: Press ###, followed by your extension number, followed by your password. Remote Login For remote login from outside the office: Dial your company phone number and during the Auto Attendant/IVR greeting, press #, followed by your extension number, followed by your password. For standard remote login: The Auto Attendant/IVR must be configured.
About Passwords A valid password must be 4 to 8 digits (numbers or letters A-Z) in length and cannot be the same as its extension number. Basic password patterns, such as repeated digits (1111), consecutive digits strings (1234), or digits that match the extension (Ext. 101 using 1012, 9101, 10101, etc.) are not allowed.
If you leave a voicemail message and press # for delivery options and then # to send it, you are given the option to return to the Auto Attendant/IVR to try other extensions. AltiGen Voice Mail System Main Menu Options Once you’ve successfully logged into the AltiGen Voice Mail System, you are presented with the following options at the Main Menu: 1. Listen to New Messages 2. Review Saved Messages 3. Send a Message 4. Access Personal Options 5. Access Private Messaging Options 6.
Disposing of the Messages After or while listening to a new or saved message, you have the following options. Press… • 1 to delete • 2 to replay • 3 to save • 4 to forward a copy of the message with an introduction • 5 to call the sender This is the Zoomerang feature described on page 40. Press *** to disconnect from the call and return to the AltiGen Voice Mail System. When using Zoomerang with Cellular or PCS phones, see the discussion in the next subsection.
cellular service provider does not confirm to standard ringback tones. To work around this problem, instruct users to append a few commas (,) to the outcall (cellular) number when entering it. One comma provides a one second pause. Sending Messages To send a message: 1. At the Main Menu, press 3. 2. Record your message and press # when finished. If you need to re-record the message, press * when prompted. 3.
Making a Call from within the AltiGen Voice Mail System You can make a call, either to another user’s extension number or to an external phone number, using the AltiGen Voice Mail System. This can be useful, for example, when you’re calling in from a remote location and want to respond to messages and make other calls, all on the same call into the AltiGen Voice Mail System. Note: The use of this privilege is configurable on a per-user basis. Check with your AltiWare/ACM system administrator.
Recording Greetings At the Personal Options menu, press 1 for the Personal Greetings options, then press… • 1 to access your Personal Greeting options. Note: Greetings here correspond to Activity Code Configuration defined in AltiWare/ACM Administrator. — Press 2 to record your Personal Standard greeting. Record your greeting and press # when finished. Example: “Hi, this is Mary Smith. I am unable to answer your call at this time. Please leave a detailed message and I will return your call promptly.
• 5 to record a Subsequent Greeting. Callers in your personal queue will hear the Subsequent Greeting every 30 seconds. Example: “Hi, I’m still on the other line. Please continue to hold or press pound (#) to leave a message. Press 0 for the operator.”* The system default Subsequent Greeting is: “ is still on the phone. You may continue holding or press # to leave a message.
The destination number cannot be a virtual extension or workgroup pilot extension. Also, please see “About Outcalls to Cellular or PCS Phone Numbers” on page 29. If the system is unable to reach you for Message Notification or Reminder Calls, it will play “Attempts to reach you earlier were unsuccessful” the next time you login to the AltiGen Voice Mail System. Also, the system cannot reach you at an outside location if there are no trunk lines available when the system attempts to make the call.
Note: The delivery number used by Reminder Call is the same as the one used by the Message Notification function. If you want to use a different number than the one set in Message Notification, open the Message Notification options by pressing 3 on the Personal Options menu, then press 4 to set or change the delivery number. Also, please see “About the Delivery Number” on page 33.
To Set Up Call Forwarding: After pressing 4 at the Main Menu to hear the Personal Options menu, press 5 to set up call forwarding, then… 1. Enter the destination number. If it is an external number, begin with the outside trunk or route access digit and any long distance prefix digits such as 1 and area code. 2. Immediately after entering the destination number, press #. This forwards all calls to the destination number until you login and select the call forwarding option again and disable it.
Creating a Distribution List After pressing 4 at the Main Menu to hear the Personal Options menu, press 7 to access the Distribution Lists menu, then… 1. Press 1 to Add a distribution list. 2. When prompted, enter a 2-digit number to identify the list. 3. When prompted, enter the list members, which can be one of the following forms: • Extension numbers. • 01, followed by a Personal Distribution List number. • 02, followed by a System Distribution List number.
Deleting a Distribution List After pressing 4 at the Main Menu to hear the Personal Options menu, press 7 to access the Distribution Lists menu, then… 1. Press 2 to Delete a distribution list. 2. When prompted, enter a 2-digit number to identify the list. 3. The system reads back the entry to you, and you press # to confirm the deletion or * to cancel.
While logged on to the IP extension, all calls to your extension will be routed to the IP extension, and all calls you make will be treated as calls originating from your extension. While logged off the IP extension, all calls to your extension will be routed to voicemail unless you change your default call handling settings. Important:Log off the IP extension when you no longer wish to use it. Otherwise, incoming calls may be routed to another user in the event that you lose your Internet connection.
Zoomerang The Zoomerang feature enables the user to listen to messages in the AltiGen Voice Mail System, make calls to the parties who left the messages, and then return to the AltiGen Voice Mail System (like a boomerang). For example, this feature can allow a traveler to return calls for all messages with one call into the AltiGen Voice Mail System from a cellular phone.
system cannot return the call. Please check with your System Administrator for your toll restrictions.) • # to send the message After pressing 2, the caller is asked to leave a call back number beginning with the area code. To notify your callers of this option, you may want to mention the option to leave a call back number in your personal greeting.
AltiGen Voice Mail System Mixed-Media Messaging The AltiGen Voice Mail System can send and receive communications not only in voice mail but email. The AltiGen Voice Mail System combines different forms of messages into a “package” called a Mixed-Media message. You can save time and money by sending Mixed-Media messages over the Internet to anyone throughout the world with an Internet address, toll free.
Retrieving Messages To retrieve messages using your multi-media computer: Configure your email application (see “Accessing AltiGen Voice Mail System” above). 2. Click on the “Get Mail” icon. 3. All new messages, whether read or unread, are stored in the Inbox folder. Click on the Inbox folder. 4. Individual messages should appear on the right side of the window. Click on a message to read/listen to it. 5.
Note: An audio attachment is seen only at the receiving end and does not appear as an attachment on the email message composed by the sender. You may copy (CC:) the message to yourself to verify that the audio attachment has been attached and sent successfully.
CHAPTER 3 Using AltiReach AltiReach is a Web-based management tool that provides the ability to handle AltiWare/ACM system call options such as call handling, speed dialing, One Number Access, CallView, and Message Notification using a standard Web browser. It provides an easy-to-use interface and is accessible from any location that has an Internet connection. Logging In Users can access AltiReach Call Management by using any popular browser.
The Main Menu After login, you arrive at the main menu, which provides access to the following functions: • Call Management • Station Speed Dialing • CallView—a view of extension activity • One Number Access • Message Notification Figure 2. AltiReach Main Menu The remainder of this chapter describes these functions.
Setting Call Management The Call Management page provides for setting up incoming call handling. AltiReach Figure 3. Call Management Setup page Forwarding All Calls If you want to forward calls to an external number, enter the number, including the outside trunk or route access digit and any long distance prefix digits such as 1 and area code.
Busy Call Handling and No Answer Handling You can use these options to specify how you want to handle incoming calls when you’re already on the phone or when you can’t answer the phone, for example, when you’ve enabled Do Not Disturb. If you want to use the Auto Attendant/IVR and you don’t know the number of the phrase or menu you want to use, check with your system administrator.
— 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 “Setting Call Management” on page 47 for details on these settings. Accessing One Number Access Setup After you set the call handling options, click the One Number Access button on the main page to open the One Number Access page.
You can enter up to ten phone numbers in the Caller ID Verification fields. For local numbers, use 7 digits (5555555). For long distance numbers, use 10 digits—area code + local number. Note: If you enter no numbers in the Caller ID Verification fields and ONA is enabled, ONA is made available to every caller.
AltiReach Figure 5.
Message Notification Message Notification lets you set up how you’d like to be alerted to new messages when you’re away from your desk. You can also set up Message Notification through the AltiGen Voice Mail System. See “Using Message Notification” on page 33 for more information on this feature. Figure 6.
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. When you add an outside number, all relevant prefix digits such as trunk or route access number, the long distance prefix 1 and area codes must precede the phone number. Station speed dial numbers are also set up by using the #25 feature code on your phone set, as described in “Other Features” on page 21. AltiReach Figure 7.
54 AltiServ User Guide
