AltiConsole™ Manual MAX Communication Server Release 7.
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 About AltiConsole . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 Pre-Installation Checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . Installing AltiConsole . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Auto Upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Downgrade Procedure . . . . . . . . . . . . . . . . . . . . . . .
Conference Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 Overhead Paging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 Park and Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 Recording a Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28 Configuring AltiConsole Settings . . . . . . . . . . . . . . . . . . . . .31 Setting AltiConsole Behavior, Overhead Paging, Auto Attendant . . . . . . . . . . . . . .
CHAPTER 1 About AltiConsole AltiConsole is an attendant console application for a client system or personal computer. It connects to MAX Communication Server ACC or MAX Communication Server ACM. AltiConsole can simultaneously support up to 10 operators on the same MAXCS system. You must purchase an AltiConsole software license for the number of sessions you want to run.
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CHAPTER 2 Installation The client system must meet the following minimum requirements: • IBM/PC AT compatible system • 1 GHz CPU or faster • Microsoft Windows 7 (32-bit or 64-bit), or Windows 8.1 (64-bit) • 1 GB Hard Drive Disk Space • 1 GB RAM • SVGA monitor (1024x768) with 256-color display, or better • Keyboard and mouse Pre-Installation Checklist Before installing AltiConsole, make sure the following is done: • The AltiConsole client should be connected to the AltiGen phone system over the LAN.
Auto Upgrade Each time you start up AltiConsole, a comparison is made with the version of MAXCS ACC/ACM that is running on the server. If updates were made on the server, and your version of AltiConsole is out-of-date, you are prompted for upgrade permission. If you automatically upgrade, the AltiConsole startup is terminated and a software upgrade session is started. Restart AltiConsole to run the newer version.
CHAPTER 3 Getting Started Start AltiConsole from the Microsoft Windows Start menu, by choosing Start > All Programs > AltiConsole > AltiConsole 7.0. Note: For users running Windows XP SP3, a firewall protection Security Alert may pop up when opening the client login window. If this happens, click Yes to allow AltiConsole to run. In order to run AltiConsole, the system server must be up and running. While the system is running, the data you see in your AltiConsole windows is refreshed and updated.
Note: Up to eight unsuccessful login attempts are allowed, after which login will be disabled for from 1 to 24 hours (depending on the duration set by your system administrator). Options: • Save Password—remembers your password for the next time you log in. • Monitor group call queue—lets you see all calls in a group’s queue, along with waiting times. You can then monitor queues for every group you belong to.
Active Calls Panel Parked Calls Panel Call Handling Buttons Calls Waiting in Group Queue Info line Roll Back Button Help Button Setup Button The main window contains the following displays and buttons: • The Title bar displays your extension number. • The Info line at the bottom left displays information on the current action or information about errors. • A message waiting indicator (red circle) appears at the bottom right when a new message is waiting.
• The Dial Pad provides answering and dialing functions. The Dial Pad is disabled in certain circumstances, for example, when you’re connected to a call and haven’t taken some action to place it on hold. • The Roll Back button, unique to AltiConsole, has a “cancel and return” function. For example, clicking it will drop a Supervised Transfer or Conference Call attempt and reconnect the original call. • The Call Handling buttons provide options such as conferencing, transferring, hold, and park.
You can sort by any of the columns by clicking the column heading. You can enter data in the Extension, First Name or Last Name box (above the columns) to find a matching entry quickly. In addition to the extension and first name and last name of the extension user, this list displays the status of calls (described in “Call Statuses” on page 12), the activity state of the extension (described in “Activity States” on page 13), and the location of the extension.
All Extensions View (ALL tab) The second tab in the panel at the right is ALL. This panel view displays all extensions—physical, virtual, hunt group and workgroups—in the system. In addition to the columns that are the same as that of the BLF tab described in the preceding subsection, a Type column displays the type of extension: Physical, Virtual, Huntgroup or Workgroup. The Extension column shows a black circle next to the extension number for a huntgroup, workgroup and virtual extensions.
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 01:0450, the card ID is 01 and the port number is 0450. The statuses in the Status column are described in “Call Statuses” on page 12. The dots at the left have the following meanings: • A black circle means not ready. • A solid green dot means idle.
Speed Dial View (SPEED tab) The last tab in the panel at the right is the SPEED tab. If you entered speed dial numbers in the Setup configuration dialog box, the SPEED tab displays your list. You can use this list for speed dialing and speed transfers. See “Setting Speed Call List Entries” on page 33 for instructions on setting up speed dial numbers.
• Error [a solid red dot]—there is an error, usually with regard to the dialed number. You must hang up to clear this status. • Hold [a solid red dot]—a call placed on hold by pressing the Hold button. • Hold Pending [a red circle]—a call placed on “temporary” hold by pressing the flash key from the phoneset. • Idle [a solid green dot]—an extension with no current activity and available to make or receive calls.
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. Specific Keyboard 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.
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 status in the Active Calls list) to answer it.
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CHAPTER 4 Handling Calls In general, the steps in handling a call in AltiConsole are as follows: 1. Select the call. An incoming ringing call is already selected (highlighted) if it is the only call in the list. 2. Select the operation, such as Blind Transfer, Supervised Transfer, Voice Mail, and so on. 3. Select the destination (extension or outside number) you want to send the call to. 4. Click the Dial button or press Enter on the keyboard.
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), just double-click the number.
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 handle the 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. To pick up a ringing call on another extension: 1.
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 the caller will hear music or recorded greetings (if it is configured by the system administrator) 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.
Unattended Transfer An unattended (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 20.
If the transfer is to an outside number, enter the trunk access code and the full number. To use Centrex Transfer, transfer the call using your desk set dial pad. 3. Click the Dial button or press Enter on the keyboard. Note: Double-clicking the destination extension number at step 2 eliminates step 3. 4.
3. Select the voice mailbox of the extension you want to transfer to. You can select the extension number from the BLF or ALL panel views or enter the number using the Dial Pad. 4. Click the Dial button or press Enter on the keyboard. Double-clicking the extension in step 3 eliminates this step.
To pick up a parked call: You cannot be currently connected to any other call when you pick up a parked call. 1. Select the parked call from the Parked Calls list. 2. Click the Park button or press Alt+P on the keyboard. Note: Double-click the parked call in the Parked Calls list to immediately take the parked call. Line Park Line Park allows you to park a call at a Line Park group. Line Park groups are configured in MaxAdministrator, where they are also assigned to Groups.
Parked calls ring back to you after a timeout period if a user does not pick up the call. The timeout period is enabled and set by your system administrator. Remember to notify users of their parked calls periodically. To pick up a line parked call: You cannot be currently connected to any other call when you pick up a line parked call. 1. Select the parked call from the Line Park list. 2. Click the Park button or press Alt+P on the keyboard.
If the party does not want to join the conference call or is not available, click the Roll Back button or press Alt+r to cancel the operation. 5. Repeat the above steps for each party you want to add. To conference an incoming call: To add an incoming call to the conference call, click the Conference button or press Alt+c to add the call to the conference. When conference members are reduced to two When conference members are reduced to two, the conference bridge is released.
To park and page: 1. Click on the active call you want to park. 2. Click the Overhead Paging button. The Park and Page dialog box opens: 3. Choose System Park or Line Park. 4. Enter an extension number beside Park For if you’re using System Park, or choose an ID if you’re using Line Park. The console will show who the caller is parked for. (See next figures.) 5. Hang up and page.
6. If no one picks up the call and you need to reconnect, while off-hook double-click the call. Recording a Call You can record a call from AltiConsole, if your extension is enabled to do so by the system administrator. The call may be recorded to your voice mail box or to a central location, depending on the setting for your extension (ask your system administrator). If recordings are delivered to your voice mail box, you can retrieve them the same way you retrieve any voice mail.
To record a call: 1. Right-click an active call, and choose Start Recording. 2. To pause or stop the recording, right-click and choose Pause Recording or Stop Recording.
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CHAPTER 5 Configuring AltiConsole Settings Click the Setup button at the bottom of the main window to open the Setup screen 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. If you are a member of a hunt group/workgroup or of multiple groups, and you checked Monitor group call queue in the AltiConsole login dialog box, a Group tab also appears in the Setup screen.
• Select the Screen Pop check box to have AltiConsole pop up when a call comes in to your extension. • Select the Audio Beep check box to hear a beep when a call comes in to your extension. • Select the Auto Attendant number to which callers will be sent when you transfer a call to the Auto Attendant. You can transfer individual calls to auto attendants other than this default, as described in “Transfer to Auto Attendant” on page 22.
Viewing Your Server, Extension, and Tenant ID Click the Logon Info tab to view the server, extension, and tenant ID you are using. The server and extension are those entered in the AltiConsole login dialog box for this session. The tenant ID of your extension is set by your system administrator. AltiConsole remembers these settings the next time you run it. Setting Speed Call List Entries Click the Speed Call List tab to work on Speed Call entries.
. To add a number: 1. Click the Add button in the Speed Call List tab. . 2. Enter the phone number, first name, and last name of the user, workgroup, or external contact, and then click OK. Outside phone numbers must include all necessary digits such as trunk access code, long distance prefix, area code, and so on. The First Name and Last Name are optional; they can help you identify the entry.
Outside phone numbers must include all necessary digits such as trunk access code, long distance prefix, area code, and so on. To remove numbers: • To delete one number, select the number in the Speed Call List tab, click the Remove button and confirm your decision. • To delete all the numbers—that is, to clear the list—click the Remove All button and confirm your decision.
Queued calls for the groups in the Monitor List will appear in your AltiConsole main window; queued calls for the groups in the Available for Monitoring list will not appear in your AltiConsole main window, even though you are a member of that group. To remove group call queues from the monitor list: In the Monitor list, highlight the group number whose queue you don’t want to monitor and click Remove (or Remove All for all workgroups). The group number is moved back to the Available for Monitoring list.
To remove an extension from the Monitor List, select it and click the Remove button. It is moved back to the Monitor Available list. You can multi-select by using the Ctrl or Shift keys. To move all extensions in the Monitor List back to the Monitor Available list, click the Default button.
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Index Index A AA status 12 active calls view 7, 12 All Extensions view 10 AltiConsole basic functions 1 client system installation 3 main window 6 setup 31 answering calls 18–19 audio beep 32 auto answer 32 B BLF (see Busy Lamp Field) blind transfer 21 Busy Lamp Field (BLF) 8 busy status 12 buttons 8 C call handling buttons 8 call park 23 pickup 24, 25 call park ID 7 call queue, workgroup 8 call states 12 calls status view 7 conference calls 25 Conferencing status 12 configuration 31 connected status 12
Index N number pad shortcuts 14 O Offhook status 12 options, setting 31 overhead paging 26 setup 32 P paging 26 park and page 27 Park status 13 parking a call 23 pickup a parked call 24, 25 placing a call 18 proceeding status 13 R recording a call 28 release IP trunk tie link 32 ringing status 13 roll back button 8 S screen popup 32 setup 31 audio beep 32 overhead paging 32 screen pop 32 speed call list 33 shortcuts double-click 18 keyboard 14 mouse 15 number pad 14 single click to transfer, configuri
