AltiServ™ User Guide for AltiWare Open Edition (OE) Release 4.6, AltiContact Manager (ACM) Release 4.6, and AltiServ HPBX Release 4.6 Revised 09/2003 4003-0002-4.
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 Phone Feature Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 AltiGen Voice Mail System Quick Features . . . . . . . . . . . . . . . . 1 Making Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Answering Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Call Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 Other Features. . . . . . . . . . . . . . . . . . . . . . .
AltiGen Voice Mail System Quick Features . . . . . . . . . . . . . . . Making Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Call Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Workgroup Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Workgroup Supervisor Features. . . . . . . . . . . . . . . . . . . . . . . . . Other Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Private Messaging. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38 AltiGen Voice Mail System Mixed-Media Messaging . . . . . . . . .
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## . . . . . . . . . . . . . . . . . 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 . . . . . . . . . . . . . . . . . . . . . . Dial By Name1 #35 . . . . . . . . . . . . . . . . . . . . . . Virtual Log In (Station Privilege Override) #69 . . . . . . . .
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.
On each Quantum board, the extensions assigned to the board can be involved in a maximum of 3 different conferences. For example, if extensions 101–110 are all on the same board, 101, 105, and 107 could be involved in one conference call, while 104 and 108 were on another, and 109 and 102 were on a third call. Depending on the type of board, each Quantum board could run up to 4, 8, or 12 extensions. There is no limit to conferencing extensions from the same board.
• To park the call at another extension, press FLASH # 31 followed by the extension number. For example, to park the call at ext. 487, press FLASH # 31487. 2. To pickup the parked call, press # 31 followed by the extension number of the station where the call is parked. System Call Park and Silent System Call Park System Call Park allows the user to park a call at a public “location” by entering FLASH #41. The system announces where the call is parked—a location number.
Distinctive Call Waiting Tone If the Distinctive Call Waiting Tone option is enabled by the system administrator, you may have three different call waiting tones cadences that distinguish the types of calls: • Internal Call = two tones • External Call = one tone • 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.
• To park the call using System Call Park, press # 41, note the parked call “location” number, and then hang up. 2. Answer the next call in queue; it will ring after you disconnect the previous call. Account Codes 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: 1. 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. 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. • Dial Last Caller—the AltiWare/ACM system will use an IP trunk to dial the last caller if that call was received via an IP trunk.
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. (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: 1. 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 .
Park a call at a public “location” station by entering FLASH #41. The system announces where the call is parked (a location number). Calls parked by a user will ring that user’s extension upon time-out after 2 minutes.
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.
a = extension num.; = 2-digit num.; location num.; = character string Call Management Diala Description Station Log Out #26 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.
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.
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 33 for more information. Silent System Call Park #73 Disable the system from announcing the “location” of a call when using the System Call Park feature. See “System Call Park and Silent System Call Park” on page 7.
• Press the HOLD button to place the caller on hold without music. If a call is placed on hold at the Operator’s desk, subsequent calls to the Operator can be routed to the next extension in a queue, sent to a voice mail (the General Mailbox), or placed into a new queue. Be sure to fully understand your organization’s customized call processing procedures. Operator Off-line To activate this feature, press #39. When it’s active, you can deactivate it also by pressing #39.
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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 37. 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.
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.”* • 2 to record your Directory Name. Record your full name and press # when finished. • 3 to select which greeting to use (the system greeting or personal greeting). The following options, 4 and 5, are available only when Multiple Call Waiting is enabled for your extension.
To change your password, after pressing 4 at the Main Menu to hear the Personal Options … 1. Press 2 for the Password options 2. Press 1 to change the password 3. Enter a new password. See “About Passwords” on page 25. Using Message Notification When you’re away from your desk, you can use the Message Notification function to alert you about incoming messages.
extension • 6 to set a notification schedule, and then select one of the following options: — 1 to activate notification at all times — 2 to activate notification during off hours — 3 to setup your own notification schedule The AltiGen Voice Mail System will prompt you for the activate and deactivate times. If the hour digit is “1” in the case of one o’clock for example, press # after the entry. Always enter two digits for minutes.
• 2 to deliver the reminder to the outcall number or delivery phone number designated in Message Notification. If you want to change this number, you need to separately. 5. Press # to confirm the message delivery. Reviewing Scheduled Reminder Calls If a scheduled reminder call has not been delivered, there is an additional option on the Reminder Call menu; you can press 1 to review scheduled reminder calls.
Another way to listen to Feature Tips is by pressing #55 on your telephone. You can listen to just one tip at a time or listen to all the tips at once. To turn this feature off, press 6 at the Personal Options menu. This is a toggle feature, so that if the feature is turned off, pressing 6 at the Personal Options menu will turn it back on again. Using Distribution Lists Distribution lists provide a way to use a single destination number to send messages to a group of people.
Editing a Distribution List To add or remove list members, after pressing 4 at the Main Menu to hear the Personal Options menu, press 7 to access the Distribution Lists menu, then… 1. Press 3 to Modify a distribution list. 2. When prompted, enter a 2-digit number to identify the list. 3. When prompted, do one of the following: • To add members, press 1, then follow steps 3 and 4 in the immediately preceding procedure, Creating a Distribution List. • To delete members, press 2.
Log On/Off IP Extension (Dynamic IP Addressing Only) With a few exceptions (noted below), an IP extension works exactly the same as an ordinary, “analog” extension, with the added advantage of letting you work remotely without any extra cabling.
Dynamic Messaging The AltiWare/ACM system provides special Dynamic Messaging features to provide support for business travelers who need these remotely enabled functions. The Zoomerang feature enables you to return a call with the push of one button while you are in the AltiGen Voice Mail System. Private Messaging provides a way to leave a private message for callers who are difficult to reach.
3. Press *** to disconnect from the call and return to the AltiGen Voice Mail System. The Caller’s Options After leaving a message, the caller can simply hang up or press # for the following options. • * to re-record the message • 1 to specify delivery options • 2 to attach a call back number (If the callback number is outside of your outcall accessibility, the system cannot return the call. Please check with your System Administrator for your toll restrictions.
4. When you have finished, press #. To Check Message Status or Delete Messages: To check the status of private messages that have been recorded, at the Main Menu, press 5 to access the Private Messaging menu, then press 1. The AltiWare/ACM system reports the following: • The time and date the message was recorded. • The recipient. • Whether the message has been heard. • A replay of the message. • A prompt for you to press 1 to keep the message or 2 to delete it.
1. Go to the mail server configuration section and enter your AltiWare/ ACM server’s name or IP address in both SMTP and POP3 server fields (in some cases, this may be the same field). 2. Go to the user configuration section and enter your name, user name, email address, and the reply-to address (usually the same as your email address). The email address is usually your name appended with “@your.domain.name.” Please see your system administrator for your organization’s domain name. 3.
Composing and Sending Messages To compose a new message: Click or select the “To: Mail” option and enter your recipient’s email address. 2. Type the text portion of the message (optional). 3. Send an audio attachment with or without a text message by lifting the handset off-hook and dialing # 0. 4. As instructed by the AltiGen Voice Mail System, press 2 to record a new audio attachment. 5.
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