AltiConsole™ for AltiWare Open Edition (OE) Release 4.0 User Guide Revised 09/2000 4502-0001-4.
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 Before You Begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 About AltiConsole . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . New in Version 4.0 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Package Contents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . System Requirements . .
Table of Contents Transfer to Auto Attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . Transfer to Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . System Call Park . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Conference Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Overhead Paging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Warranty Warranty AltiView 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.
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.
Warranty Effect of State Law This warranty gives you specific legal rights, and you may also have other rights which vary from state to state. Some states do not allow limitations on implied warranties and/or do not allow the exclusion of incidental or consequential damages, so the above limitations and exclusions may not apply to you. Sales Outside the U.S.A. For AltiGen Communications products sold outside of the U.S.A., contact your AltiGen Communications dealer for warranty information and services.
Warranty viii AltiConsole User Guide
About AltiConsole Before You Begin About AltiConsole AltiConsole is an attendant console application for a client system or personal computer running Microsoft Windows 95/98/2000 or Windows NT (Server or Workstation) 4.0 with Service Pack 6a (or higher). It connects to AltiGen’s AltiServ, the telephony server, running AltiWare OE Release 4.0 or higher. AltiConsole can simultaneously support up to three operators on the same AltiServ system. However, you must purchase a user license for each user.
Before You Begin Functional Changes In addition to new features, some existing functions have changed in response to user needs and requests. • The Hang Up button can only disconnect calls on your extension. • Call handling functions now operate on a currently connected call only, with the exception that Overhead Paging simply requires that you have a dial tone. • When there is a Ringing status, you can now pick up both Ringing and Hold calls. • The user’s extension must be off hook to place a call.
Before You Install AltiConsole Before You Install AltiConsole • AltiWare OE Release 4.0 or higher must be installed on the AltiServ system to which the AltiConsole client will connect. • In AltiAdmin, the user’s extension should be configured to enable Multiple Call Waiting as an Answering option. Also, configure the extension’s Busy Call Handling and No Answer Handling. • The client system should be connected to the AltiServ system over the LAN. Installing AltiConsole 1.
Getting Started Getting Started In order to run AltiConsole, AltiServ server must be up and running. While AltiServ is running, the data you see in your AltiConsole windows is refreshed and updated. If AltiServ is stopped in the middle of an AltiConsole session, you will be prompted to close your session. First Time Login There is no formal login and password necessary in AltiConsole. However, the first time you run the application, you need to let AltiConsole know who you are: 1.
About the AltiConsole Main Window About the AltiConsole Main Window When you run AltiConsole, you see the main window, an example of which is shown here. Figure 1.
Getting Started The main window is composed of the following displays and buttons: • The title bar displays your extension number. • The Info line at the bottom displays information on the current action or about errors. • The Active Calls panel shows the status and information about currently connected calls, including caller ID and DNIS information if available. With the Multiple Call Waiting feature enabled for the your extension on the AltiServ, this panel can hold up to 50 concurrent calls.
Busy Lamp Field View (BLF tab) Busy Lamp Field View (BLF tab) The panel at the right of the main window contains four tabs. The first tab is labeled BLF, or Busy Lamp Field. This display lists only physical extensions on the AltiServ system. You can sort by any of the columns except the Status column by clicking the column heading. Clicking the heading repeatedly reverses the sort order from descending to ascending and vice versa.
Getting Started Trunk Status View (Trunk tab) The third tab in the panel at the right is the Trunk tab. The Trunk view displays Location and Status. The location identifies the card ID and port (channel) number on the board. For example, in location 00:05, the card ID is 0 and the port number is 5. The Status column states are described on page 9. The dots at the left have the following meanings: • A black circle means not ready. • A green circle means idle.
Call States Call States The Status column appears in many of the AltiConsole panels. The call states and their dot indicators [in brackets] can be one of the following. Generally stated, red means the line is being used; green means idle. • AA (Auto Attendant) [a solid red dot]—a call being transferred to the auto attendant. • Busy [a solid red dot]—the called party is busy. • Conferenced [a solid red dot]—call participating in a conference call.
Getting Started Keyboard Shortcuts General Tips • You can type extension or phone numbers using the keyboard number keys or the number pad. • Once you are in any of the panel views you can use the keyboard arrow keys to scroll through and select a desired call or extension. • Clicking the Roll Back button with a number in the dial pad phone box selects the number for copying or deleting. Specific Keyboard Shortcuts Keyboard Short Cut Number Pad Button 1 Hang-Up Alt-h .
Mouse Shortcuts Mouse Shortcuts You can use several mouse shortcuts. The limitations that apply to all calls also apply to these shortcuts: while connected to a call, you cannot place another call, but you can answer another incoming call. To place or answer a call, your phone must be off-hook. • Double-click an extension in any list of extensions to call that extension. • Double-click an incoming call (Ringing state in the Active Calls list) to answer it.
Handling Calls Handling Calls A General Procedure In general, the steps in handling a call in AltiConsole are as follows: 1. Select the call. 2. Select the operation such as Blind Transfer, Park, Hold, etc. 3. Select the destination extension or outside number where the call should be sent. 4. Click the Dial button or press Enter on the keyboard. Double-clicking the destination number in step 3 completes the action and eliminates the need for step 4.
Dialing Dialing In the AltiConsole main window, you can dial as follows: 1. Type a number using the keyboard number keys or the numeric keypad, or click numbers on the dial pad, or select a number in one of the view panels (BLF, All, or Speed). 2. Click the Dial button, or press Alt-d or the Enter key on the keyboard. The Double-Click Shortcut If you’re calling a number in one of the view panels (BLF, All, or Speed), simply double-click the number.
Handling Calls Answering Calls to Other Extensions You can take calls that were going to another extension under certain conditions: You can’t take a call to another extension if you have calls other than Hold calls in the Active Calls list. You have to deal with pending calls first. You can take the call if it shows a Ringing status. Use the Answer button, Alt-a, and the numeric keypad + key can also pick up calls ringing to other extensions.
Transferring Calls To Place a Call on Hold • While connected to a call, click the Hold button or press Alt-o on the keyboard. The call is placed on hold and will hear music or recorded greetings (if it is configured in AltiServ) until it is picked up or you get a ring back. To Pick-Up a Call on Hold The call must have a Hold status in the Active Calls list. • To pick up the call, Double-click it in the Active Calls list, or select it and click the Hold button, or select it and press Alt-o.
Handling Calls Blind Transfer Blind Transfer transfers an incoming call to an extension without your having to wait for the called party to answer. For limitations on this transfer, see the discussion, “When You Can and Can’t Transfer Calls” on page 15. To Blind Transfer a Connected Call 1. Click the Blind Transfer button or press Alt-b on the keyboard. 2.
Transferring Calls 4. After connecting to the destination party, verify that the person wants to accept the call, and depending on their response, do one of the following: • If yes, click the Supervised Transfer button or press Alt-s on the keyboard again to complete the transfer. • If no, click the Roll Back button or press Alt-r on the keyboard to cancel the transfer and return to the original caller.
Handling Calls To Transfer Users to their own AltiMail Voice Mailboxes If a user calls in and wants to be transferred to his or her own voice mailbox, follow the “Transfer to Voice Mail” in the preceding subsection to transfer the user to their own voice mail. In addition, inform the person to press the * key during the voice mail greeting to gain access. The user is then prompted to enter a password or to press # to log into a different extension’s mailbox.
Conference Calls To Pick-Up a Parked Call You cannot be currently connected to any other call when you pick up a parked call. 1. Click the Park button or press Alt-p on the keyboard. 2. Select the parked call from the Parked Calls list and click the Dial button. Shortcut: Double-click the parked call in the Parked Calls list to immediately take the parked call. Conference Calls AltiConsole can provide for a connection of up to 6 parties into a conference call.
Handling Calls Overhead Paging If your AltiServ is setup with an overhead paging system, you can connect to it by clicking the Overhead Paging button. If your system is not setup with this function, the Overhead Paging button is dimmed. You cannot answer a call while engaged in an overhead page, nor can you place the overhead page session on hold. Also, you cannot use overhead page during a conference call or during a supervised transfer.
Conference Calls Configuring AltiConsole Settings Click the Setup button at the bottom of the main window open the Setup windows where you can set your extension number, the default Auto Attendant, audio and popup behavior, the overhead paging connection and method, and your speed dial numbers. In these windows, you can save your changes by clicking Apply, or you can save and close the setup windows by clicking OK.
Configuring AltiConsole Settings • For overhead paging, select whether to send the output to an audio output (the same as pressing #44 on the phone pad) or to a trunk line (#45). If you select a trunk line, use the drop down list to select the trunk to be used for the overhead paging. Overhead paging is configured in the AltiWare Administrator. Check with your system administrator about the correct settings for these options in AltiConsole.
Conference Calls To edit a number: 1. Select the number in the Speed Call List window and click the Edit button to open an Edit dialog that has the same data boxes as the Add dialog example. 2. Modify the number, first name, or last name as needed. Outside phone numbers must include all necessary digits such as trunk access code, long distance prefix, area code, etc. 3. Click OK.
Configuring AltiConsole Settings 24 AltiConsole User Guide
Index D Index dial pad 6 roll back button 6 dial tone status 9 dialing 13 disconnect status 9 double-click shortcut 13 A AA status 9 active calls view 6, 9 address AltiGen Communications, Inc. All Extensions view 7 AltiConsole basic functions 1 client system installation 3 main window 5 setup 21–23 AltiGen Communications phone numbers ii AltiGen Communications, Inc.
Index O T options, setting 21–23 overhead paging 20 setup 22 transferring calls 15–19 blind transfer 16 parking 18 rules about 15 supervised transfer 16 to Auto Attendant 17 to user’s voice mailbox 18 to Voice Mail 17 Trunk view 8 trunk, and overhead paging 22 P paging 20 Park status 9 parking a call 18 pickup a parked call 19 placing a call 13 proceeding status 9 R ringing status 9 roll back button 6 S screen popup 21 setup 21–23 audio beep 21 Auto Attendant 21 extension number 21 overhead paging 22
