AltiView™ for AltiWare Open Edition (OE) / AltiServ Contact Center (ACC) Release 5.0A and AltiContact Manager (ACM) Release 5.0A Manual Revised: 07/2006 Version #4 4503-0001-5.
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 Warranty . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .vii CHAPTER 1 Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 New in Version 5.0A . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Client System Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 Licensing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
CHAPTER 3 Using AltiView . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .15 About the Main Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . About the Calls List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Handling Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Dialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Placing Calls on Hold. . . . . . . . . . . . . .
Accessing Voice Mail Group Lists. . . . . . . . . . . . . . . . . . . . . . . 53 Station Speed Dialing Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55 Adding or Editing Station Speed Entries . . . . . . . . . . . . . . . . . . 56 System Speed Dialing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57 Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
vi AltiView Manual
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 AltiView is call management software that runs with the AltiWare OE/ ACC 5.0A or ACM 5.0A system. To install the AltiView client software, you can load AltiView client on a network server and then using your company’s distribution software to deliver the AltiView client software to each desktop PC. Most frequently, this means loading the software onto a shared network file server and copying the software to each desktop PC.
• Setting Activity made easier - from the AltiView main window, use the Activity drop down list to select the activity for the extension. • Inputted number kept when switching between Voice Mail and Calls tab • Reconnect button when connection is dropped - In 5.0, when a connection between AltiServ and AltiView is broken, AltiView pops a message box informing the user about the broken connection; the user can only click on OK to end the application. In 5.
Licensing Installation AltiView requires an AltiView session license to be installed at the AltiWare/ACM system. Concurrent login session is governed by the AltiView session license. You can verify the licenses when you run AltiAdmin/ACM Admin by selecting About AltiWare…/About ACM Admin... on the Help menu, then clicking the License Information button to view a window that displays licenses and session information.
Uninstalling AltiView 1. From the Windows Start menu, select Control Panel Remove Programs to uninstall AltiView. Add/ 2. Click OK when the dialog box asks if you want to uninstall the program, and respond to any additional prompts. Auto Upgrade During startup, AltiView will detect if its version matches with the version of the OE/ACC or ACM server to be connected. If an older version is found, the client will be prompted for upgrade permission.
Microsoft Outlook and Outlook Express Support AltiView requires that you set up the Outlook Contacts list prior to using this feature in AltiView. A Country Code field can be configured (in General Info) by the local user to help convert standard international phone numbers in Outlook to correct digit strings for AltiWare. ACT!/GoldMine® Support AltiView supports ACT! and GoldMine® contact management software, allowing you to obtain phone numbers to dial from the ACT! or GoldMine® contact database list.
6 AltiView Manual
CHAPTER 2 Getting Started Logging In Important: For users running Windows XP SP2, a firewall protection Security Alert will pop up when opening the client login window. Before you log in When you launch AltiView for the first time, you need to know either the server name or the IP address of the server you’ll be linking to. If you use the server name and not the IP address, AltiWare/AltiContact Manager replaces the name with the IP address, eliminating the need of a DNS (Domain Naming System) search.
To log in: 1. Run the AltiView application and, if this is the first login to this AltiWare/AltiContact Manager system, enter the server’s IP address or 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 AltiView.
Refer to the discussion in the next section for more information on using IP extensions. 4. Click OK to complete the login. Reconnecting to AltiView Figure 2. Reconnect to AltiView Logging In Remotely Using an IP Extension You can access AltiView from a remote location by using an IP extension. All the call handling functions are the same as logging in locally, with the exception of the ability to configure One Number Access.
To log in from a remote location using an IP extension: 1. If you connect to the Internet through a modem connection, establish a connection to your Internet Service Provider. 2. Log in using your Extension and Password as usual. 3. Select the IP Extension Integrated with IP-Talk check box. 4. Click OK.
When you minimize the AltiView desktop by clicking the Minimize symbol (the dash), it is hidden—it doesn’t appear anywhere in the Windows desktop except as a phone icon in the tray in the lower right corner, as discussed below. To exit AltiView entirely, right click the phone icon and select Exit. Pop Up AltiView when You Get a Call Using the Windows Tray Phone Icon After you log in, the AltiView icon (a phone) is displayed on the Windows tray, normally at the bottom right of your screen.
• Busy - callee is busy or not available • Call Pending - the call is placed into a workgroup queue • Conference - the call is in conference • Connect - the call is connected • Dial Tone - a dial tone is present, AltiView 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 park
Getting Started Figure 3. Status Field - AltiView main window Error Messages The following errors may be displayed as login or connectivity errors. Error Message Description Solution AltiWare/ACM connection limit has been exceeded. No license was found OR Maintain the number of AltiView more than allowed num- license keys or add additional session licensing. ber of AltiView users have attempted to log on. Cannot connect to AltiLink. Please check server name or network connection.
Error Message Description Solution Mail service is unavailable. Please check with your administrator. Voice mail service is not enabled on AltiWare. Make sure voice mail service is started. Please register AlpInterface.dll (regsver32 AlpInterface.dll). AltiView uses this dll to communicate with AltiWare. It should be registered in user system. Re-register this file. Type in DOS command window, regsver32 AlpInterface.dll Change directory to AltiView directory, type regsver32 AlpInterface.
CHAPTER 3 Using AltiView Once you log in, the AltiView main window appears. This window provides tools to manage and monitor calls, to facilitate management of your personal contacts, and to configure your AltiWare/AltiContact Manager phone and voice mail options. Configuration is described in Chapter 4, Configuring Your Station Settings. Call Status Using AltiView List of Calls/ Voice Messages Call Controls Figure 1.
About the Main Window The window consists of the following displays and buttons: • The Call Status panel displays the status of the currently active call, a list of any calls on hold, the current time, an Activity drop-down list and a DND/OFF button. Figure 2.
Note: When IP Talk is enabled, the headset volume control can be invoked by AltiView using the Volume Control button. Figure 4. Call Controls Note: (Mute feature available only when IP Talk is enabled). When mute is enabled, a mute symbol appears in the main window. Using AltiView Note: Mute Display • The Config button lets you customize your call handling and voice message settings. See Chapter 4, Configuring Your Station Settings. Figure 5.
About the Calls List Figure 6. Calls List The calls list displays the call status for each call as described in “Call States” on page 11. The list also displays the name of the caller if available from extension information or from an external database, the number, workgroup pilot extension number, DNIS digits if available, and call length.
Handling Calls The AltiView call handling functions include dialing out and using voice mail. Dialing You can dial out in a number of ways; using the numeric keyboard, and by name or extension, number, or speed dial number. Initiate dialing by clicking in the dialing field, entering the number using the keypad, then clicking the dial button in the main window Using AltiView Figure 7. Dial button Clicking the Dial button dials the number in the dialing field.
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. The main window displays the status of the call. Figure 9.
• If you click Yes, AltiView inserts the trunk access code ("9") and long distance number ("1") automatically. • If you click No, AltiView dials this number out directly, and "7" is treated as an 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. Each time you answer the question Is "710" an area code? the result is recorded in a text file, AreaPrefix.
Redialing To redial the last number called, click the Redial button. Placing Calls on Hold During a phone call, click the Hold button in the AltiView main window. The state of the call is changed from connected to a hold state and you will hear the dial tone. Figure 10. Call on Hold In the row displaying the call, the State column shows the call on hold. Click the Hold state cell to release the hold and reconnect the call.
1. While connected to a call, click the Transfer button. This pops up the dial pad. 2. On the dial pad, enter the extension or phone number to transfer the call to, then click Dial. 3. While AltiView dials the new number, you’re asked to confirm your decision by clicking the 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.
You can also transfer a call to voice mail before you answer it. Transferring to Attendant While connected to a call, click To AA/IVR on the main window. Select the operator or an Auto Attendant/IVR to transfer to using the drop-down list, sorted by number or by name. You can also transfer a call to an Attendant before you answer it. . Figure 13.
3. Now either click the Hang Up button or wait to announce the caller and then click the Hang Up button. Conferencing Calls Any internal user is able to add parties to a conference call. 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.
4. Click the Conference button again to initiate the three-way conference. Both calls will be displayed as Conference state. Figure 15. 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 16. Join to Conference 2. Use the drop-down list and select Join To Conference. 3.
4. Click the Conference button again to initiate the three-way conference. Both calls will be displayed as Conference state. 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. Using AltiView Figure 17. Join to Conference 2. Use the drop-down list and select Join To Conference. 3. In the confirmation dialog box, click OK to conference the caller.
Recording Calls The voice recording feature in AltiView allows a user to record conversations. Recorded conversations can then be played back through voice mail or accessed at a centralized location. Note: The voice recording feature is only available Triton Analog extensions and IP extensions. For each extension, the options for voice recording are enabled in the system’s General page of Extension Configuration.
To record a call: 1. While connected to a call, right-click on the conversation to open a 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 AltiView 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.
Bypassing required account codes— If your extension has been configured to bypass account code validation, you can enter a different account code in the box at the bottom of the popup window or enter # to bypass the account code altogether. Optional account codes To associate a call in progress to an account code: 1. Right-click the number in the Calls List. Figure 19. Account Code from Right-click Drop-Down List 2. Choose Account Code. 3.
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 AltiView Figure 21. Voice Mail window When you click the Voice Mail tab in the main window, you see the voice mail list.
• 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. 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.
Deleting the Message To delete the message, select it and click the Delete key, or use the rightclick popup menu. 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 AltiView Figure 22. Attaching a memo to a voice message Type in the memo in the area provided and click OK.
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 AltiView 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.
Figure 24. Monitor Window Choosing Extensions to Monitor 1. Open the Monitor window by clicking the EXPAND button in the AltiView main window, then click on the MONITOR tab. 2. Click the Change button in the Monitor window to open the Change Monitor window. Figure 25. Change Monitor window Extensions to which your system administrator has given you monitoring rights are listed here. 3. Select the check boxes next to the extensions you want to monitor, and click OK.
The extensions are now listed in the Monitor window. Reading the Monitor List In the monitor list, each extension is listed along with its Status, Number, Name, Activity, Group and Group Name—workgroup, if applicable.
Figure 26. 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. • Name—Caller ID information, if available, or Unknown. • Date/Time—the call’s date and time.
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 the user to confirm the deletion; click Yes to delete or No to cancel. Figure 27. Confirm Delete All Viewing the Speed Dial List Figure 28. Speed Dial List Window AltiView Manual 39 Using AltiView To dial System speed dial entries, click on the speed dial entry and click the DIAL button.
40 AltiView Manual
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 1. General Info configuration The General Info tab is the window you see when you first click the Config button in the AltiView main window to open the Config window. In this window, you can edit your password, the default trunk access code, voice mail settings, 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 AltiView 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.
Insert Dialing Prefix If the AltiWare server’s country code is not US/Canada, AltiView displays an “Insert long distance/international dialing prefix” check box. When enabled, AltiView will add the long distance/international dialing prefix (corresponding to the server’s country code) when returning a call from voice mail, or when making a call from call history.
Accessing One Number Access Setup After you set the call handling options, click the One Number Access tab in the Config window to open the One Number Access window. Figure 2.
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 3. Enable Schedule Based Access dialog box 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. Configuration Figure 4. Call Handling configuration Forwarding All Calls If you want to forward calls to an external number, select a trunk access code in the drop-down list, then begin with the outside trunk or route access digit and any long distance prefix digits such as 1 and area code.
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 - System, 2 - 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.
Figure 5. Message Notification options Use this window to set the notification options: • The types of messages on 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 Message Notification or Reminder Message by calling a… options, if you want to use an outside number, use the drop-down list to select the trunk access you want to use. • Schedule—during what hours you want to be alerted.
VM Groups (Distribution Lists) You can set up VM (voice mail) groups (distribution lists) to forward messages to multiple recipients at the same time. You can set up to 100 personal voice mail groups, each with 64 members. Group members can be any extension or another voice mail group. There are two types of voice mail groups you can use: • System-based groups are set up in the AltiWare Administrator. You can use but not edit these lists in AltiView/AltiAgent.
Creating a VM Group 1. 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.
Click the Station Speed tab in the Config window. Figure 7. Station Speed Dialing setup Adding or Editing Station Speed Entries 1. 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 8.
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 Administrator/ACM Admin. In AltiView, you cannot edit speed dial numbers or name entries. Configuration Figure 9.
58 AltiView Manual
Index Index A AA state 11 Account Codes 29 ACT 5, 43 Activity 50 address AltiGen Communications, Inc. ii all calls recorded 28 AltiAgent configuration 41 AltiGen Communications, Inc.
Index G O general configuration GoldMine 5, 43 42 OK button 41 ONA call screening 47 ONA ring duration 48 One Number Access password 47 One Number Access configuration 51 One Number Access Setup H handling calls 19–26 headset volume control hiding Center 10 history logs 37 history window 37 hold 12 hold button 22 hold pending 12, 37 1 P I Idle state 12 insert dialing prefix 45 installation requirements 2 IP extension, troubleshooting IPTalk 1 IP-Talk License 3 J join to conference 26, 27 L licens
Index system speed dialing 57 T TCP socket 10 transfer Centrex 24 transfer calls 23 transfer to auto attendant 24 transfer to voice mail 23 transferring calls to voice mail 23 Troubleshooting IP Connectivity 10 U uninstall 4 upgrade 3 V VM groups 53 voice mail 23 forwarding 34 playing 32 voice mail group 35 voice mail state 12 voice recording 31 W warranty vii how to get service Windows tray 11 workgroup 35 vii AltiView Manual 61
