AltiServ™ for AltiWare Open Edition (OE), Versions 3.5 & 4.0 User Guide Revised 09/2000 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.
Table of Contents Contents Phone Feature Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . AltiMail Quick Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Making Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Answering Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Call Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Workgroup Features . .
Table of Contents Other Features. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Operator Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Call Handling and the Auto Attendant . . . . . . . . . . . . . . . . . . . . Checking the General Mailbox. . . . . . . . . . . . . . . . . . . . . . . . . . Calls on Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Operator Off-line . . . . . . . . . . . . . . . . . . . .
Phone Feature Codes Feature Codes AltiMail Quick Features #11 . . . . . . . . . . . . . . . . . . . . . . Greeting Menu #28 . . . . . . . . . . . . . . . . . . . . . . Password Menu Making Calls #34 . . . . . . . . . . . . . . . . . . . . . . Dial By Name #35 . . . . . . . . . . . . . . . . . . . . . . Virtual Log In (Station Privilege Override) #69 . . . . . . . . . . . . . . . . . . . . . . Dial Last Caller #77 . . . . . . . . . . . . . . . . . . . . . . Station Speed Dial #88 . . . . . . . . . . . . .
Phone Feature Codes Workgroup Features #29 . . . . . . . . . . . Workgroup Call Pickup #54 . . . . . . . . . . . Workgroup Log In #56 . . . . . . . . . . . Workgroup Log Out #901 . . . . . . . . . . . . . . . . . . . . . . Set Status to Ready #911 . . . . . . . . . . . . . . . . . . . . . .
Basic Functions CHAPTER 1 AltiServ Telephone Functions 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 offhook, wait for dial tone and dial the extension number.
AltiServ Telephone Functions 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.
Basic Functions Transferring Calls into AltiMail To send an outside call into the AltiMail Voice Messaging system, press FLASH # 4 0. Transferring Calls Directly to a User’s Voice Mailbox Transferring Calls to an Auto Attendant To transfer a call to the Auto Attendant, press FLASH # 15 and the two digit Auto Attendant number. For example, if 001 is the initial greeting to which you want to send the user, press FLASH # 15001.
AltiServ Telephone Functions Depending on the type of board, the each Quantum board could run up to 4, 8, or 12 extensions. There is no limit to conferencing extensions from the same board. For all conferences on a single board, the system allows up to 4 extensions total from any of other boards, in any combination, at any one time. For example, if Conference #1 includes 4 extensions from other boards, Conference #2 and #3 cannot have any.
Basic Functions System Call Park and Silent System Call Park System Call Park allows user to park a call at a public “location” 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 after the time-out period expires. Call Waiting To use call waiting, it must have been enabled either for the system in the AltiWare Administrator or by the user in AltiReach. The latter is described in “Setting Call Management” on page41.
AltiServ Telephone Functions Multiple Call Waiting must be enabled for your extension by the system administrator before it can be used. Before being placed in queue, the caller hears an Initial Greeting. Once in the queue, the caller hears a Subsequent Greeting every 30 seconds. You can change or customize these greetings in AltiMail at the Personal Options menu as described in “Recording Greetings” on pag e28.
Dialing a Remote AltiServ To use the System Callback feature: Call the AltiServ system you want to call you back. 2. Using the Auto Attendant, select the System Callback option. 3. When prompted, enter your extension number and password. 4. Enter the number for AltiServ to call you back and press # at the end of the number.
AltiServ Telephone Functions Calling a Remote Number (Hop Off Dialing) If your AltiWare systems are configured to allow Hop Off dialing—using a remote trunk to place an outgoing call—you can do that as follows: 1. Dial IP trunk access code (e.g. 8). 2. Dial the remote system ID digit (e.g. 3). 3. Dial *, which selects the PSTN trunk with the lowest value in the access code. 4. Dial the phone number (e.g. 14085551212). 5. Optionally, press # to speed up the call.
Voice Over IP Trunk Call Support Voice Over IP Trunk Call Support If your system is set up with Voice Over IP, you can use the following trunk-related AltiServ features during IP trunk call sessions. Supported Features The following features are supported while dialing through IP trunks: • Call Transfer To and From IP Trunk (Blind and Supervised) you must dial the IP trunk access code and all necessary prefixes to transfer calls via an IP trunk.
AltiServ Telephone Functions • Dial Last Caller - AltiServ will use an IP trunk to dial the last caller if that call was received via an IP trunk. • Call Restrictions • Speed Dialing - be sure to enter all appropriate prefixes such as IP trunk access code, Dialed Digits, etc. • Call Accounting • Caller ID - displays location and extension number. If an incoming call is from an unspecified IP host, the IP address is used instead of location name.
Remote Locations IP Dialing Chart Remote Locations IP Dialing Chart To use IP trunks to dial remote AltiServ 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 AltiServ system. (e.g. 8) Remote Loc.
AltiServ Telephone Functions 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 “INSTRUCTIONS” column.
Using Feature Codes Hands Free Intercom #81 Mode ) # ) " # # ) ! / % 2 ; ) 3 ) ) # ( ' 7 ) # 8 9 : ) 2 < #
AltiServ Telephone Functions AltiMail Quick Features The following voice messaging features are accessible in the same way as telephone features, without having to login to AltiMail.
Using Feature Codes Call Management Feature Dial* Station Log Out # $ #26 " # % #27 Account Code (before calling) #32 , Account Code (during a call) FLASH (wait for dial tone) #32
AltiServ Telephone Functions Workgroup Features Feature Dial* Workgroup Call Pickup + * #29 " * Workgroup Log In Workgroup Log Out Status Ready† Status Not Ready† Description , " * 7 - #54 " * - * " * #56 # $ #90 % $ # " * % 3 8 % #91 %
Using Feature Codes Other Features Dial* Description Feature Status Check #22 Station Speed Dial Setup #25 # Overhead Paging #44 Overhead Paging by Trunk #45 Feature Tips #55 & # # ' " " # 7 1 9 , " & 9 , " .
AltiServ Telephone Functions Operator Features This section is provided specifically for the designated Operator. Depending on your organization, this may be a single person or a number of people. Call Handling and the Auto Attendant If your system uses the Auto Attendant, it can handle and route incoming calls automatically with prompts and menus; most incoming calls do not reach the Operator.
Operator Features Operator Off-line When the Operator Off-line feature is activated, all calls are directed to the Auto Attendant. When callers dial 0 in the Auto Attendant, the system transfers the call to the next extension in the workgroup if one is configured. If there is no operator extension available, the system informs the caller that the Operator is not available and to leave a message in the Operator’s mailbox. Outside Call Blocking You can block access to all outside lines by pressing #38.
AltiServ Telephone Functions 22 AltiServ User Guide
CHAPTER 2 Using AltiMail Voice Messaging This chapter describes the use of the features and functions available in AltiMail, the voice messaging subsystem of AltiServ. AltiMail include basic voice mail functions and more sophisticated features such as an interface with email. AltiMail 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.
Using AltiMail Voice Messaging Remote Login For remote login from outside the office, dial your company phone number and during the Auto Attendant greeting, press #, followed by your extension number, followed by your password. For standard remote login, the Auto Attendant must be configured. If Auto Attendant is not used in your office, someone in the office (such as the operator) must transfer you into AltiMail. Please see “Transfer to AltiMail Feature” on page 24.
Returning to Auto Attendant from AltiMail After a remote login, you can dial 9 from the main menu to return to the Auto Attendant, provided the Auto Attendant is configured and activated. This allows you to access voice mail and also speak with or leave messages for others on the same phone call. AltiMail Main Menu Options Once you’ve successfully logged into AltiMail, you are presented with the following options at the Main Menu: Listen to New Messages 2. Review Saved Messages 3. Send a Message 4.
Using AltiMail Voice Messaging 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 35. Press *** to disconnect from the call and return to AltiMail.
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. Select a destination by entering one of the following: • Enter destination extension number • # to enter destination extension by name. Enter last name followed by the first name and press # when finished. Use 1 for “Q” and “Z”.
Using AltiMail Voice Messaging For external numbers, dial the outside line access code (e.g., 9 or 8) and any long distance prefix such as 1 and area code. Press *** to disconnect from the call and return to AltiMail. Personal Options Personalize your AltiMail by creating unique greetings and customizing the system to notify you of important calls or remind you about meetings and action items.
Personal Options The following options, 4 and 5, are available only when Multiple Call Waiting is enabled for your extension. See “Multiple Call Waiting” on page 7. These features both require activation as discussed in the preceding paragraph. • 4 to record an Initial Greeting Callers will hear the Initial Greeting when placed in your personal queue. Example: “Hi, this is Mary Smith. I’m on the other line at the moment. If you would like to hold, please stay on the line.
Using AltiMail Voice Messaging Using Message Notification When you’re away from your desk, you can use the Message Notification function to alert you about incoming messages. When a caller leaves a message in your voice mailbox, the system calls the extension, phone number or pager that you designate—the delivery phone number. AltiMail then prompts you for your password and places you at the Main Menu.
Personal Options after the entry. Always enter two digits for minutes. AltiMail will only accept 10 minute intervals such as 10:10 or 10:20 and not 10:15. Using Reminder Calls You can nudge your memory about important meetings, calls, or other events by setting up a Reminder Call. AltiMail will ring you and play back your pre-recorded message at a specified time and date, to a specified delivery phone number.
Using AltiMail Voice Messaging Call Forwarding You can configure Call Forwarding from your phone or from a remote locations by dialing into AltiMail and following the steps listed here: 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. Also, please see “About Outcalls to Cellular or PCS Phone Numbers” on page26.
Personal Options You can create up to distribution100 lists, and each list can have up to 64 entries. An entry can be an extension of any kind, including virtual or workgroup pilots, or another distribution list, so in effect there is no practical limit to the number of people to which you can send a single message. When you create lists at your station, they are your personal distribution lists—every extension can have its own lists.
Using AltiMail Voice Messaging • To delete members, press 2. When prompted, enter the member number you want to delete. For extensions, enter the extension number. Use 01 or 02, followed by the list number, to specify system or personal distribution lists, respectively. 4. The system reads back the entry to you, and you press # to save or * to cancel the action. 5. If you just added a member, you’re prompted to add another. If you just deleted a member, you’re asked if you want to delete another.
Dynamic Messaging Zoomerang Zoomerang feature enables the user to listen to messages in AltiMail, make calls to the parties who left the messages, and then return to AltiMail (like a boomerang). This feature can allow a traveler to return calls for all messages with one call into AltiMail from a cellular phone, for example. How it Works, with and without Caller ID If the caller ID was not captured, the user can enter the number manually.
Using AltiMail Voice Messaging 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. If the caller’s number is a publicly listed number, there is no need to enter their callback number since AltiServ automatically captures their caller ID information.
AltiMail Mixed-Media Messaging AltiMail Mixed-Media Messaging AltiMail can send and receive communications not only in voice mail but email. AltiMail 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.
Using AltiMail Voice Messaging 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. To listen to an audio attachment in an e-mail, click on the attachment to hear the message through the computer speaker.
Logging In CHAPTER 3 Using AltiReach AltiReach is a Web-based management tool that provides the ability to handle AltiServ calls 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.
Using AltiReach The Main Menu After login, you come to 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 Setting Call Management The Call Management page provides for setting up incoming call handling. The example page shown here is for version 4.0 and contains displays that are not available in version 3.5. The differences are explained in the discussion that follows. Web Functions Figure 3. Call Management Setup page, Version 4.0 only.
Using AltiReach If you want to use One Number Access, see page 49. There is a “1-hop” limit to call forwarding. For example, ext. 101 forwards to ext. 102, and Ext. 102 forwards to ext. 103. A call to ext. 101 will ring ext.102 but will not re-forward to ext. 103 because of the 1-hop limit. Instead, if ext.102 does not answer, the call is sent to ext.101’s voice mail.
Speed Dial Setup Speed Dial Setup The Speed Dial Setup page, access by clicking Station Speed on the main menu, allows you to set up to 20 station speed dial numbers. 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, as described on page 19. Web Functions Figure 4.
Using AltiReach Figure 5. AltiReach CallView page The call log box at the top shows the extension or phone number ( Caller ID) of incoming calls, the name if available, and the time and date of each call. The green Message indicator turns red when there are messages in the user’s mailbox. Up to 30 call entries are displayed. This “call log” information is cleared when AltiReach is closed.
CallView • Take a call off hold—Click the Retrieve button to be reconnected with the call. The Retrieve button changes to a Hold button. • Transfer a Call - while connected to a call, click the extension to which you want to transfer the call, then click Transfer. • Transfer a Call to Voice Mail - while connected to a call, select the extension to which you want to send the call, then click Voice Mail. The call is directed to voice mail box for the selected extension.
Using AltiReach Workgroup View If you login to AltiReach using a workgroup pilot extension number, the CallView page displays WorkgroupView which can be used to monitor a workgroup in ways that are not possible without AltiReach. The WorkgroupView page is a monitoring interface only. It is used to view call activity, monitor workgroup member activities, and act as a message waiting indicator. Figure 6. AltiReach WorkgroupView page The three rows below the title line are the message waiting indicators.
CallView The other boxes show the number of calls in queue, the caller IDs if available, and the number of abandoned calls—calls that have left the queue. At the bottom you see an Update Frequency slide. You can drag the indicator to set the frequency at which to refresh the page data. The member information box shows a list of workgroup members, and for each member shows the following information: Member - shows the extension number of the workgroup member.
Using AltiReach Message Notification Setup The Message Notification page allows you to 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 AltiMail voice messaging system, discussed under “Using Message Notification” on page 30 for more information on this feature. Figure 7. Message Notification setup page Use this page to set the following: • The types of messages on which you want to be alerted.
One Number Access 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.
Using AltiReach Setting Up One Number Access Figure 8. One Number Access Setup top of page After you set up the call handling options, click the One Number Access button on the main page to open the One Number Access Setup page. 1. 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 a custom schedule you’ll set. 2.
One Number Access Web Functions Figure 9. One Number Access Setup bottom of page, version 4.0 3. If you chose to use a custom schedule (Enable based on the following schedule), you can set up to four different schedules in the Schedule section. You can enable or disable each schedule. 4. Select the Forwarding Numbers to be used by the system to find you when ONA is active. You can set up to four different numbers— extensions or outside numbers. In version 4.
Using AltiReach When ONA is active, the system dials the forwarding number(s) in the order from Forwarding Number 1 through Forwarding Number 4. (This number order does not correspond to the Schedule order—Forward Number 2 is not used first during Schedule Number 2.
