AltiView ™ for AltiWare Open Edition (OE) Release 4.0 User Guide Revised: 09/2000 4503-0001-4.
WARNING! Toll fraud is committed when individuals unlawfully gain access to customer telecommunication systems. This is a criminal offense. Currently, we do not know of any telecommunications system that is immune to this type of criminal activity. AltiGen Communications, Inc. will not accept liability for any damages, including long distance charges, which result from unauthorized and/or unlawful use. Although AltiGen Communications, Inc.
Table of Contents Contents WARRANTY . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . V C HAPTER 1 Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Client System Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Session Licensing and License Upgrade Procedures . . . . . . . . . . . . Installation and Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Table of Contents Using Call Waiting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Transferring Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Sending Calls to Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . Conferencing Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20 20 21 21 Using Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23 About the Voice Mail Window . . . . . . .
Warranty Coverage 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. Length of Warranty All AltiGen Communications products are warranted for one (1) year for all parts from the date of the first consumer purchase.
Warranty Service End user customers should contact your Authorized AltiGen Dealer for service. Authorized AltiGen Dealers must follow the steps below for service: 1. Take or ship the product, prepaid, to your AltiGen distributor or to AltiGen Communications, Inc. All materials being returned to AltiGen must have an associated RMA number.
contract, tort or otherwise, shall not exceed an amount equal to the lesser of the direct damages proven or the purchase price of the product. In no event shall AltiGen or its affiliates, suppliers, or authorized resellers be liable for incidental, consequential or any other indirect loss or damage (including lost profits or revenues) incurred in connection with the product. This limitation of liability shall survive failure of the exclusive remedy set forth in the limited warranty above.
Warranty viii AltiView 4.
Client System Requirements CHAPTER 1 Installation Installation The following items are included in the AltiView 4.0 package: • AltiView 4.0 CD ROM • AltiView 4.0 User Guide If any of these items are missing or damaged, please contact your Authorized AltiGen dealer. Client System Requirements The client system must each meet the following minimum requirements. For server system requirements, see the Altiware Getting Started Manual.
Installation Session Licensing and License Upgrade Procedures AltiWare OE (Release 4.0 or higher) comes with one free licensed connection to support an AltiView client. You can upgrade to Center, an application which includes AltiView as well as AltiAgent (for workgroup agents) and AltiSupervisor (for workgroup supervisors) by purchasing a Center Server License and adding client sessions. If you upgrade to Center, session licenses can be added to the AltiWare server at any time and in discrete numbers: e.
Session Licensing and License Upgrade Procedures Upgrading Licenses Installation To increase the number of simultaneous AltiView sessions, follow these steps: 1. Insert the AltiWare CD into the CD drive. 2. Run the SETUP.EXE in the AltiWare OE folder to run the setup program. 3. Select the Upgrade Port License option and click OK. 4. Enter the 20-digit software license key located on the End User License Agreement shipped with your upgrade package and click Next. 5.
Installation Installation and Setup Pre-Installation Checklist Before installation AltiView, please review the following checklist: • Make sure that AltiWare OE 4.0 has been installed on the AltiServ system. • Make sure that AltiView VM Service has been installed on the AltiServ system, as discussed in a subsequent subsection. • Make sure that TCP/IP is enabled on both machines. • Make sure the client is able to connect to the server on the network.
Microsoft Outlook Support Uninstalling AltiView From the Windows Start menu, select Programs Uninstall AltiView. AltiView 2. Click OK when the dialog box asks if you want to uninstall the program, and respond to any additional prompts. Installation 1. Uninstalling AltiView Voice Mail Service at AltiServ 1. From the Windows Start menu, select Programs Service Stop AltiView VM Service. AltiView VM 2. In the Control Panel, select Add/Remove Programs. 3.
Installation 6 AltiView 4.
Logging In CHAPTER 2 Getting Started • l or external CDR database for future review and analysis. Logging In Before you log in When you log in 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, AltiView replaces the name with the IP address, eliminating the need of a DNS (Domain Naming System) search. To obtain the AltiServ IP address, ask your IT administrator.
Getting Started To Log In 1. Run the AltiView application and, if this is the first login to this AltiServ system, enter the servers 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. Optionally, you can check the Always save password check box to store your login password the next time you access AltiView. 3.
Hiding or Exiting AltiView In order to run AltiView remotely, if you connect to the Internet through a modem connection, first you need to establish a session connection to your Internet Service Provider. To use AltiView remotely through an IP Extension, follow the steps below. Check with your administrator to make sure the extension you’re using has been set up as an IP extension in AltiAdmin. 2. If you are not already running NetMeeting 3.
Getting Started Pop Up AltiView when You Get a Call You can configure AltiView to pop up when you have incoming calls. Pop ups work when AltiView is hidden (minimized) but not when you have exited. See “Screen Pop and Auto Close” on page55. 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. When you have new voice mail, the phone grows a little yellow envelope, as shown in the lower icon.
Call States Call States Center applications all report the status of calls. A list of the states includes the following: • AA - the call is being transferred to an Auto Attendant. Getting Started • 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.
Getting Started Error Messages The following errors may be displayed as login or connectivity errors.
Error Messages Error Message Solution / % # % % # ! ( # % 6 - ( & 9 :. ; # 6' # # * ( ( . # # & # ' ' / - <% # ,' 0 / .
Getting Started 14 AltiView 4.
CHAPTER 3 Using AltiView Once you log in as described on page 7, 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 AltiServ phone and voice mail options. Configuration is described in Chapter 4. AltiView Call Status Lists of Calls / Voice Messages Dial Buttons Call Controls Figure 2.
Using AltiView • The Configuration button allows you to customize your call handling and voice message settings. See “Configuring Your Station Settings” on pag e35. • The Monitor button provides a view into extension or workgroup activity and provides access to past call logs. About the Calls List Figure 3. Calls List The calls list displays the call status for each call as described on page 11.
Dialing Handling Calls Dialing You can dial out in a number of ways: using the numeric keyboard or using the mouse, and by name or extension, number, or speed dial number. Initiate dialing by clicking the dial button in the main window. As a list, it displays tensions and the names associated with extensions as well as names and numbers imported from MS Outlook, Goldmine, or ACT. You can select extensions or names using the scroll list. The list can display up to 2000 entries.
Handling Calls Dialing By Number 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. Using the Mouse 1. Using the dialing pad in the Dialing window, click the digits for the phone number. As you enter the numbers, they appear in the list box above the dialing pad. 2.
Placing Calls on Hold Searching by Name 1. Click anywhere in the text box above the dialing pad, then begin to type the name of the person you want to call. The dialing pad transforms into a list that displays matching names. 2. Click the name you want. The extension or number appears in the list box, selected for dialing, 3. Click the Dial button to place the call. Dialing Speed Dial Numbers See “Adding or Editing Station Speed Entries” on page 45 for details on setting up speed dial numbers. 1.
Handling Calls 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 AltiView 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 Hold state cell for the call on hold to reconnect.
Conferencing Calls Sending Calls to Voice Mail While connected to call, click To Voice Mail on the main window. When the dial pad appears, choose the extension number to which you want to send the call, then click OK. You can also transfer a call to voice mail before you answer it. Transfer to Attendant While connected to a call, click To Attendant on the main window. Select the operator or an Auto Attendants to transfer to using the drop-down list. Figure 7.
Handling Calls You can cancel the conference at any time by clicking the Cancel button, closing the dialog box, or by pressing your phone’s FLASH button. Normally, after cancelling you will be reconnected automatically to the initial call. If you are not automatically reconnected and want to reconnect to the first call, click the Hold Pending status representing the call. 3. After the third party connects, you can announce the conference by clicking OK in the dialog box.
Conferencing Calls Using Voice Mail About the Voice Mail Window AltiView Figure 10. Voice Mail window When you click the Voice Mail tab in the main window, you see the voice mail list. • New voice mail messages are indicated by a white, closed envelope icon in the status window of AltiView. • If the new message is urgent, a red envelope icon is displayed. • Heard voice mail messages are indicated by a white, open envelope icon. • If the message is saved, a blue, open envelope icon is displayed.
Using Voice Mail 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 have several listening options which you configure as described in “General Information” on pag e36. 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.
Listening to Your Voice Mail Returning the Call Click the Return Call button to call back the sender. Attaching a Memo To add a note to accompany a voice mail, click the Memo button to invoke the Memo window. AltiView Figure 11. 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. AltiView 4.
Using Voice Mail Forwarding Voice Mail To forward a voice mail message to an extension or to a Voice Mail Group: 1. Select the voice mail in the Voice Mail view of the AltiView main window. 2. Click the Forward button to invoke the VM Forward pop up window. 3. Select the check boxes next to the extensions and/or voice mail groups to which you want to forward the message. If you need to search for a person by name, type the first letters of the name into the Search by Name box.
Listening to Your Voice Mail Working with Voice Mail Groups (Distribution Lists) You can set up voice mail (VM) groups 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. Voice Mail Groups are also known as Distribution Lists in other AltiWare interfaces.
Using Voice Mail 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. 1. Use the scroll bar to select a desired Group ID. 2. Enter the VM Group Name and any Comments. These are optional but may help you identify the group. 3. Select the member extensions by selecting the check box next to each extension. 4. When finished, click OK.
Listening to Your Voice Mail Deleting a Group To delete a Voice Mail Group: 1. Access the VM Group window as described on page 27. 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. AltiView AltiView 4.
Monitoring Extension Activity Monitoring Extension Activity If your extension’s configuration in the AltiWare Administrator provides for it, you can monitor the activity on other extensions. If you’re a manager, for example, you might monitor to determine whether you need more resources in a busy environment. Or, for another example, you might use monitoring capability to cover calls for a co-worker, since you can click the ringing phone icon in the monitor list and take the coworker’s call. Figure 13.
Choosing Extensions to Monitor Selecting a group entry displays all the workgroup members in the monitoring window. Deselecting a group entry takes all workgroup member extensions out of the display. Reading the Monitor List In the monitor list, each selected extension is listed along with its State, Number, Name, and Group (workgroup), which shows only if the call is coming into to a workgroup. The state can be one of the following: Idle—the extension is not in use.
Monitoring Extension Activity Viewing the Call History Click the History tab in the Monitor window to view an informational history of handled calls. Figure 14. History window 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, Caller Unknown. • Time—the call’s date and time.
Viewing the Call History Deleting Logs To delete a specific call log entry, click the entry to select it, then click Delete. Or, right click the entry and select Delete. To clear the entire call log, click Delete All, or right click any entry and select Delete All. Placing Calls from the History List To call a number or extension in the list, click the number. To attach a memo to a history list entry, click the entry to select it, then click the Memo button to open a Memo dialog box.
Monitoring Extension Activity 34 AltiView 4.
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.
Configuring Your Station Settings General Information Figure 15. 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, Center audio and video behavior, and external database access options. Default Trunk Access The trunk access codes are defined in the AltiWare Administrator.
General Information 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 choices: 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 and Auto Close Select the Screen Pop check box if you want a AltiView window to pop up on your screen when you have a call.
Configuring Your Station Settings Call Handling Click the Call Handling tab in the Config window to configure incoming call handling for your extension. Figure 16. 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. If you want to use One Number Access, see page 40.
Call Handling 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 will 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 to voice mail.
Configuring Your Station Settings One Number Access If you are expecting calls that you want to receive regardless of where you are, you can have the system send the call to you by dialing pre-determined numbers based on a pre-determined schedule. When One Number Access (ONA) is active and a call comes in to your extension, the system checks to see if the number represents a call you want to receive. If it finds a match, it calls you at the number you specified.
One Number Access 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 in which you set ONA options: Configuration Figure 17. One Number Access window • Determine the times you want to be available to ONA callers. This can be at all times, during business hours, during non-business hours, or during schedule-based access.
Configuring Your Station Settings Using this dialog box, you can set up to four different schedules. You can enable or disable each schedule by selecting or deselecting its check box. • Enable the Verify Caller ID check box and then specify the incoming phone numbers for ONA. If ONA finds one of these numbers on an incoming call, it will send the call on to you. Caution: If no numbers are entered in the Caller ID verification fields and ONA is enabled, it is made available to every caller.
Message Notifications Message Notifications Click the Message Notify tab in the Config window to establish how and when you want to be notified about incoming voice messages. Configuration Figure 18. Message Notification options Use this window to set the notification options: • The types of messages on which you want to be alerted: none, urgent messages only, all voice messages, or all voice messages and email too. • Schedule—during what hours you want to be alerted.
Configuring Your Station Settings Station Speed Dialing Setup Click the Station Speed tab in the Config window to assign and store up to 20 Station IDs—speed dial entries. When you add a number, all relevant prefix digits such as trunk or route access number, the long distance prefix 1 and area codes must precede an outside phone number. Station speed dial numbers are also set up by using the #25 feature code on your phone set. Figure 19. 44 Station Speed Dialing setup AltiView 4.
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 Dial Setting dialog box appears, add or edit the Number. Optionally, to aid your memory, add or edit the Name and Comment. 4. Click OK. After you have entered and saved the speed dial number, the number is also displayed and can be used in the Dialing Pad window in the Station Speed panel, as shown in Figur e4 on page17.
Configuring Your Station Settings 46 AltiView 4.
Index D Index A AA state 11 ACT 5, 37 advanced database option AltiAgent configuration 35 AltiGen ii AltiGen Communications phone numbers ii AltiGen services 4 AltiView configuration 35 main window 15 Apply button 35 auto attendant 21 38 B busy call handling Busy state 11 39 databases 5 advanced options 38 deleting logs 33 dial-by-name 38 dialing by name 18 by name search 19 by number 17 keyboard dialing pad 18 speed dial 19 using the mouse 18 dialing window (dial pad) 17 dialtone 11 distribution list
Index I Idle state 11 installation requirements 1 IP extension 8 IP extension, troubleshooting 9 L licenses 2 logging in remotely 8 M Microsoft Outlook 5, 37 minimize 10 monitor window 30 monitoring 30–33 mouse dialing 18 Music on Hold state 11 Ringback state ringing 11 11 S saving changes 35 screen pop 10, 38 search by name 19 session licensing 2 speed dial 19 state column 19 station speed dialing configuration 44 switching service 4 system requirements 1 system speed dialing 45 T NetMeeting 38 no
