AltiAgent™ Manual - Voice Communications Inc. 800 593-6000
Contents
1. Q e o e El 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 might not know to enter a return phone number unless instructed AltiAgent Manual 47 Do Not Disturb If you select Enable Do Not Disturb all incoming calls are forwarded according to your Enable Busy Call Handling settings described below When enabled use the Activity drop down list to select an activity engaged by the user System 2 Personal 3 Meeting 4 Away from desk 5 Out of office for business 6 Out of office for personal The remaining three activity codes 7 8 9 are customized by the administrator Note Selecting Enable Do Not Disturb here has the same effect as clicking the DND button on the dial pad Also if System or Personal is the activity selected by the user it will not be displayed on AltiView or the Alti IP phone LCD all other activities are displayed Busy Call Handling and No Answer Handling You can use these options to specify how you want to handle incoming calls when you re already on the phone or when you can t answer the phone for example when you ve enabled Do Not Disturb If you want to use the Auto Attendant IVR and you don t know the number of the phrase or menu you want to use check with your system administrator Place call in queue is available only if your system a2. Session Licensing and License Upgrade Procedures AltiAgent Session License The AltiAgent Session license enables a per concurrent session of AltiAgent Up to 144 concurrent AltiAgent sessions are supported Upgrading Licenses To increase the number of simultaneous AltiAgent sessions refer to the license activation and registration procedures in Chapter 2 Software Installation of the AltiWare OE ACC System Installation and Administration Manual or AltiContact Manager Administration Manual You can verify the licenses when you run AltiAdmin ACM Admin by selecting About AltiWare About ACM Admin on the Help menu then clicking the License Information button to view a window that displays licenses and session information New in Version 5 0 e Viewing of workgroup call priority e Extension password protection e Picking calls from group queue e Workgroup CDR RTM revamping e Microsoft Gold Certification e Release IP Trunk Link Tie option added to configuration e Automatic version upgrade during startup 2 AltiAgent Manual Installation and Setup Pre Installation Checklist Before installing AltiAgent please review the following checklist Make sure that AltiWare OE ACC or AltiContact Manager has been installed on the server system 3 o EA 2 D E Make sure that TCP IP is enabled on both machines Make sure the client is able to connect to the server on the network Local administrator rights
3. a ALTIGEN COMMUNICATIONS AltiAgent for AltiWare Open Edition OE AltiServ Contact Center ACC Release 5 0 and AltiContact Manager ACM Release 5 0 Manual Revised 05 2004 4504 0012 5 0 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 has designed security features into its products it is your sole responsibility to use the security features and to establish security practices within your company including training security awareness and call auditing NOTICE While every effort has been made to ensure accuracy AltiGen Communications Inc will not be liable for technical or editorial errors or omissions contained within the documentation The information contained in this documentation is subject to change without notice This documentation may be used only in accordance with the terms of the AltiGen Communications Inc License Agreement AltiGen Communications Inc 4555 Cushing Pkwy Fremont CA 94538 Telephone 510 252 9712 Fax 510 252 9738 E mail info altigen com Web site www altigen com TRADEMARKS Alti
4. Depending on the size and number of recorded calls this may affect the system s resources Do not use an account code entry to stop recording on demand doing so will disconnect the call AltiAgent Manual 27 Using Account Codes If your system is set up to use account codes you can associate calls to specific codes for billing or tracking purposes Required account codes If your extension has been configured for required account codes the system will prompt you to select an account code from a popup window for all outbound calls Bypassing required account codes If your extension has been configured to bypass account code validation you can enter a different account code in the box at the bottom of the popup window or enter to bypass the account code altogether Optional account codes To associate a call in progress to an account code 1 Right click the number in the Calls List AltiView 2001 2002 11 38 19 I Disabled STATUS NAME NUMBER GROUP DNIS LENGTH Connect Account Code Start Voice Record Pause Voice Record Stop Voice Record Join To Conference Drop From Conference v me 2 S Figure 18 Account Code from Right click Drop Down List 2 Choose Account Code 28 AltiAgent Manual 3 Inthe Account Code popup window select an account code from the scrollbox Account Code Figure 19 Account Code List window Note
5. ActiveX Control with Third Party Applications 37 CHAPTER 4 Configuring Your Station Settings 39 Apply Button and OK Button 0 00 0 39 Default Trunk Access 40 Voice Mail Play Options eese 41 Screen Pop Audio Beep and Auto Close 41 Accessing Databases 0 0 ce cece eee eens 41 Color Selection csse eR eee Sob Cees 42 Release IP Trunk Link Tie 00 00 0000 42 Call Handling 55 54 eese qm p Debe HUP 47 Message Notification llle 49 VM Groups Distribution Lists 0 0 0 0 eee eee 51 ii AltiAgent Manual Accessing Voice Mail Group Lists 0 51 Adding or Editing Station Speed Entries 54 System Speed Dialing 0 00 0 0000 55 er eRe ee ORR ERR MR RE ERE 57 AltiAgent Manual iii iv AltiAgent Manual Warranty What The Warranty Covers 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 How Long the Warranty Is Effective All AltiGen Communications products are warranted for one 1 year for all parts from the date of the first end user purchase Whom the Warranty Protec
6. Talk Time 00 00 00 00 00 00 00 00 00 00 00 00 1 Average Talk Time 00 00 00 00 00 00 00 00 00 00 00 00 Total Number of Wrap up 0 1 Total Wrap up Time 00 00 00 00 00 00 00 00 00 1 Average Wrap up Time 00 00 00 00 00 00 00 00 00 Total Number of Calls On Hold o 0 0 0 Total Hold Time 00 00 00 00 00 00 00 00 00 00 00 00 Average Hold Time 00 00 00 00 00 00 00 00 00 00 00 00 QO export print Figure 26 Workgroup Agent Workgroup Window displaying workgroup Statistics Most of the data is self explanatory but you might note the following The Service Level represents the percentage of workgroup calls that have been taken out of queue before the Threshold time has expired If you have been removed from a workgroup by the system administrator all your statistics related to that workgroup will also be removed from the Workgroup window AltiAgent Manual 35 The Login Time is the time you logged into the workgroup Much of the data reported here is also reported in the Supervisor s view of group statistics and is further discussed in Viewing Group Statistics of the AltiSupervisor Manual These statistics clear if the system is reset Click the Export button to export the statistics Click the Print button to print the statistics Viewing Queues Click the Queue tab to open the Queue window to view the calls in queue for the monitored wo
7. access such as 9 3 Dial the second party s number and either hang up or announce the call 4 Answer Yes in the popup Once you place the handset back on hook the trunk line also drops and Centrex completes the transfer 22 AltiAgent Manual Conferencing Calls Any internal user is able to add parties to a conference call Note Single Call Waiting Multiple Call Waiting or Live Call Waiting must be enabled in AltiAdmin ACM Admin in order to conference incoming calls While connected to the first party 1 Click the Conference button 2 When the dial pad pops up enter the extension or phone number you want to conference with then click Dial While AltiAgent dials the new number the first party goes into Hold Pending state and you see a confirmation dialog box r AltiAgent Cc o 5 e gt gt amp o OK e Cancel Figure 14 Confirming Conference Calls 3 After the third party connects you can announce the conference by clicking OK in the dialog box If the third party does not answer click the Cancel button AltiAgent Manual 23 4 Click the Conference button again to initiate the three way conference Both calls will be displayed as Conference state AltiAgent 2001 Calls in Queue Agents Logged In Exceed Threshold Agents Busy Longest Q Queue Time 00 00 00 Agents Not Avail Service Level 100 Agents Available GROUP DNIS LENGTH Figure 15 Con
8. actions For AltiAgent to pop up you cannot have closed the application entirely but it can be minimized Note The Screen Pop and Audio Beep selections on this screen differ from the Alert option you can select in the Advanced window which alerts you when a call goes into your workgroup s queue See Advanced Options for Web based and Workgroup Calls on page 42 for details Select the Auto Close check box to have AltiAgent close the pop up window once you have finished with the call Accessing Databases AltiAgent can access phone numbers from your Microsoft Outlook Outlook Express ACT or GoldMine database During installation the install program reads which applications you have installed on your PC In the drop down list under Use Database select the database you want to use either Outlook or Outlook Express Note If you select Outlook AltiWare will load all the subfolders and data in your main Contacts folder which will take a few moments Once the data is loaded you can close the Configuration window reopen it and click the Select Folder button that now appears to choose which Contacts subfolders you want to use You also have these additional options e Select the For Screen Pop check box to have a database contact window pop up when you receive a call from someone for whom you have a record in the database contact directory AltiAgent Manual 41 O e gt vo c E e E e Select the
9. but it may be noted that the Service Level represents the percentage of workgroup calls taken out of queue before the Threshold time has expired AltiAgent Manual 15 Cc o 5 a gt gt amp e The Call Status panel displays the status of the currently active call a list of any calls on hold the current time and a DND OFF button 14 33 04 Idle DND OFF Figure 3 Call Status Panel DND OFF button this turns off ringing and forwards all incoming calls according to your Enable Busy Call Handling settings Clicking DND OFF here has the same effect as selecting Enable Do Not Disturb on the Call Handling tab of the Config window Note If Do Not Disturb feature is disabled for the extension the DND feature will not be available to the user If the user selected DND an alert will pop up informing the user that DND is not allowed The administrator must enable the Allow DND option for the extension in the Answering page of Extension Configuration in AltiAdmin ACM Admin e The Directory panel has two tabs CALLS which shows a current list of calls and VOICE MAIL which shows a log of current and past voice messages 1 t VOICE MAIL Figure 4 Calls Tab The Call Controls provide single click functions to REDIAL HANGUP HOLD TRANSFER CONFERENCE or send calls to VM voice mail or to AA IVR Attendant Figure 5 Call Controls e The Config button lets you customize your call handling a
10. comments associated with a group 1 2 52 Access the VM Group window Click the Change button in the VM Group Edit window to open the Change Group window similar to the Create Group window above Make any changes you need to make for the group name comments or members To add or remove a member select or deselect the check box next to the extension AltiAgent Manual Deleting a Group To delete a Voice Mail Group 1 2 3 4 Access the VM Group window Click the Change button in the VM Group Edit window to open the Change Group window Click the Clear button to deselect all extensions Click OK to save and exit When you empty a group of members the group is deleted Station Speed Dialing Setup The Speed Dial Setup page accessed by clicking Station Speed on the main menu lets you set up to 20 station speed dial numbers When you add an outside number all relevant prefix digits such as trunk or route access number the long distance prefix 1 and area codes must precede the phone number Station speed dial numbers are also set up by using the 25 feature code on your phone set as described in the AltiServ User Guide Note Names assigned to station speed dial entries configured in Click the Station Speed tab in the Config window Extension Configuration are now stored in the local server instead of the client s machine When upgrading to 5 0 from 4 6 speed dial names configured for 4 6 clie
11. disabled Otherwise if your line is busy all calls will go into voice mail and not to the ONA forwarding numbers you specify Enable Call Forward must be disabled Otherwise all calls will be forwarded according to this setting See Call Handling on page 47 for details on these settings 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 Config y General Info V One Number Access 4 Call Handling Y Message Notification Y Station Speed System Speed Disable Enable during non business hours Enable at any time Enable schedule based access Enable during business hours Call Screening Enable Call Screening Caller ID Verification Verify Caller ID based on the Following ess nr nr rg cs warding Numbers For outside number choose the trunk access code and enter the number in the edit box e g 14155551212 Hs Jary gt Extension Outside Pwd Ring Ey sec 2nd ary 21 Extension Outside Pwd Ring 20 Gee 3th Jary 7 4 Extension Outside Pwd Ring 20 Gee 4th Jary gt Extension Outside Pwd Ring 20 gt ec Cok cancel Apply Figure 31 One Number Access window 44 AltiAgent Manual Select the times you want to be available to ONA callers If you choose Enable based on the following schedule yo
12. ll see two buttons that save your changes e The Apply button saves your changes and lets you continue in the current window e The OK button saves your changes and closes the current window O e gt vo c E e E AltiAgent Manual 39 General Information Figure 29 General Info configuration The General Info tab is the window you see when you first click the Config button in the AltiAgent main window to open the Config window In this window you can edit your password the default trunk access code voice mail settings AltiAgent audio and video behavior and external database access options Default Trunk Access The trunk access codes are defined in the AltiWare ACM Administrator When you get an incoming call over multiple trunks and cannot issue a return call the system will automatically select the default trunk access code to place your call 40 AltiAgent Manual 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 choice 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 Audio Beep and Auto Close Select the Screen Pop check box if you want an AltiAgent window to pop up on your screen when you have a call You can then click a call to take it or perform other AltiAgent
13. open 8 AltiAgent Manual Hiding or Exiting AltiAgent When you minimize the AltiAgent desktop by clicking the Minimize symbol the dash it is hidden it doesn t appear anywhere in the Windows desktop except as a phone icon in the tray in the lower right corner as discussed below f Config ale 53 To exit AltiAgent entirely right click the phone icon and select Exit Pop Up when You Get a Call You can configure to pop up when you have incoming calls Pop ups work when AltiAgent is hidden minimized but not when you have exited See Screen Pop Audio Beep and Auto Close on page 41 Using the Windows Tray Phone Icon After you log in the AltiAgent 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 turns into a small yellow envelope If the AltiAgent interface is not on your Windows desktop but this icon appears in the Windows tray you double click it to open the AltiAgent main window or you can right click it to pop up a menu then select the AltiAgent window you want to open Resizing the Display You can resize many AltiAgent windows using the standard Windows method place the cursor at a window edge or corner then drag the window to the size you want Also the field size for any field can be increased or decreased by pointing the cursor to either side of the field s main column The cursor changes to a m
14. registered to enable client sessions 3 o o 2 D o 5 To install the AltiAgent client software you can load AltiAgent on a network server and then using your company s distribution software to deliver the AltiAgent client software to each desktop PC Most frequently this means loading the software onto a shared network file server and copying the software to each desktop PC Alternatively you can use the AltiAgent CD ROM to install the program on each desktop Installation The following items are included in the AltiAgent 5 0 package e AltiAgent 5 0 Manual e AltiAgent Session License If any of these items are missing or damaged please contact your Authorized AltiGen dealer Important 4 6 client programs cannot be installed in the same PC running 5 0 client programs Client System Requirements The client system must each meet the following minimum requirements For server system requirements see the Alti Ware OE ACC System Installation and Administration Manual or the AltiContact Manager Administration Manual e IBM PC AT compatible system e Intel 300 MHz or faster Pentium e Windows 98 or higher or Windows 2000 or Windows NT 4 0 or higher Server or Workstation AltiAgent Manual 1 e 30 MB Hard Drive Disk Space 128 MB DRAM e SVGA monitor 800 x 600 with 256 color display or better e Keyboard and Mouse e AltiWare OE AltiContact Manager 5 0 running on a server accessible to this client
15. system dials the forwarding number s in AltiAgent Manual 45 the order from Forwarding Number 1 through Forwarding Number 4 Note that this number order does not correspond to the Schedule order Forward Number 2 is not used first during Schedule Number 2 Note If your system administrator has disabled the Check Password option for your ONA settings a call forwarded via ONA that is picked up by a voice mail box fax machine or answering machine will connect and will not try any subsequent Forwarding Numbers Therefore if you want ONA to use such an option as a last resort it should be Forwarding Number 4 You can set the ONA ring duration from 5 to 45 seconds using the Ring for seconds drop down list Default value is 20 seconds The system will ring the ONA target within the specified time limit If the ring time exceeds 30 seconds the system will play a phrase every 15 seconds playing time is included in ring time 46 AltiAgent Manual Call Handling Click the Call Handling tab in the Config window to configure incoming call handling for your extension 001 test AA v 001 test AA Q OK Cancel O Apply Figure 33 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 Oo e E
16. 0 web pages 29 web based calls 42 Windowstray 9 workgroup 31 workgroup agent call handling 29 AltiAgent Manual 59
17. 15 AltiAgent Session License 2 AltiGen Communications Inc address ii phone numbers ii AltiSupervisor Session License 2 answer options 49 Apply button 39 auto attendant 22 auto upgrade 3 B busy call handling 48 Busy state 10 C call handling 17 24 Centrex transfer 22 configuration 47 call handling workgroup 29 call history 34 call holding 20 Call Pending state 10 call states defined 10 call transfer 20 call waiting 20 multiple 49 Centrex transfer 22 color selection 42 Index conference call 23 Conference state 10 configuration call handling 47 general 40 message notification 49 One Number Access 49 station speed dialing 53 connected 10 D databases 4 advanced options 42 dial by name 42 dialing byname 19 by name search 19 by number keyboard dialing pad 18 speed dial 19 dialtone 10 Do Not Disturb 48 downgrade procedure 4 drop from conference 25 E enable multiple call waiting 49 enable live call handling 49 enable multiple call waiting 49 enable single call waiting 49 Error call state 10 error messages 11 exit 9 external databases 4 F flash button 20 forwarding all calls 47 G general configuration 40 GoldMine 4 41 AltiAgent Manual 57 Index H handling calls 17 24 hiding AltiAgent 9 history logs 34 history window 34 hold 10 hold button 20 hold pending 10 33 Idlestate 10 installation requirements 1 IP extension troubleshooting 8 J join t
18. For Dial by Name check box enable access to the names in the database directory when you dial With this option enabled the names and their associated numbers in your Outlook ACT or GoldMine directory are added to the contact list in the dial pad window Note If the contact entry has an extension number as part of the dialing number the extension number is displayed but will not be included in the digits dialed by AltiWare e Select the Update database check box to refresh the data AltiAgent accesses from the database e Country Code for international use Enter the country code of the local AltiAgent user US country code is i This field helps to convert the standard international phone numbers used in Outlook to correct digit strings for AltiWare Color Selection Select either Nattierblue default or Burgundy as the color of the AltiAgent window Release IP Trunk Link Tie When enabled the Release IP Trunk Link Tie option will automatically have the Transfer button send FLASH to release a tie trunk if the incoming call is through an IP trunk Note The call to be transferred must originate from an AltiServ system running 5 0 or later Advanced Options for Web based and Workgroup Calls This option is available if you are logged in as a workgroup agent but not as a desktop user Click the Advanced button to select advanced options 42 AltiAgent Manual Advanced Figure 30 Advanced database optio
19. Gen AltiServ AltiWare AltiContact Manager AltiLink AltiConsole AltiAdmin ACM Admin Alti IP 600 AltiVR Player Zoomerang and Dynamic Messaging are trademarks or registered trademarks of AltiGen Communications Inc All other brand names mentioned are trademarks or registered trademarks of their respective manufacturers Copyright AltiGen Communications Inc 2004 All rights reserved Printed in USA 05 2004 Part Number 4504 0012 5 0 Contents Contents os over eo eR EDEN SE eT Y i Warranty 4o AD eee Se we ee Sie eee wee n iii CHAPTER 1 OVET VIEW 4 xw RR ERU NOSTRSE E VAGUE Y Ries 1 Installation ece e v Re RR yy EV 1 Client System Requirements 000000 1 Session Licensing and License Upgrade Procedures 2 AltiAgent Session License 0 00 00 sees 2 New in Version 5 0 llle 2 Pre Installation Checklist 0 0 0 0 00008 eee 3 Installing AltiAgent on a Client System 3 Uninstalling AltiAgent 00 0 0 0 00 eee ee eee 3 Auto Upgrades oo isch ssn ee Sele la Bee E SEs 3 Downgrade Procedure 0 ce cece eee eens 4 Microsoft Outlook and Outlook Express Support 4 ACT GoldMine Support 0 2 0 02 esee 4 CHAPTER 2 Getting Started 0 0 0 cc ccc ccc cece cece cece ee sseaes 5 LoS Cm In Lee nC oan ER RATS ARER LAS 5 Logging In Remotely Using an IP Extension 7 IP Extensions Using Micr
20. If your extension is configured to bypass account code validation you can enter an account code in the box at the bottom of the popup window 4 Click OK To change the account code for a call in progress repeat the steps above entering the new account code to assign the call to AltiAgent Options The basic call handling features and functions are the same for workgroup agents as they are for AltiView user This section discusses workgroup member options that are not available to the Alti View user Setting Status to Ready or Not Ready Click the Not Ready button to tell the system not to send workgroup calls to your extension Click the Ready button to tell the system you are ready to receive workgroup calls The Log button allows you to log into or out of one or more workgroups AltiAgent Manual 29 e o 5 a gt gt amp Viewing Sharing or Pushing Data Pushing a web page or URL is sending the page or URL as a link that the other person views in their web browser Sharing the URL is pushing the link to the other user and simultaneously opening the page in your own browser in such a way that when you act on the page the other user sees the results in their own browser Sharing allows you to guide the web based caller through a site To work with web data when connected with a web based caller click the Web Data button in the main window to open the Caller Data window Web Data SOURCE CON
21. TACT URL SHARING COMMENT tip jwww altigen com add Peete euh Share Figure 20 Web Data window Viewing Caller Data The Source Contact panel displays data collected in various ways e From an Auto Attendant IVR if the caller has input data there in either a PTSN or web call situation e From Supplemental Caller Data including user data tagged to the call and data included by using the AltiAgent Memo button DDR ActiveX I F or Agent ActiveX I F e From caller data collected from the web page form e From web URL paths a URL history e From or input by the caller such as IP address name account numbers etc including data from your external database such as Outlook if available 30 AltiAgent Manual Sharing or Sending a URL or Page The URL Sharing panel in the Caller Data window displays the addresses of pages or sites you ve added to the list Pushing a web site or a web page is a two step process first you add it to your share list to make it available then you send it 1 Inthe Caller Data window click Add to open an Add URL dialog box Add URL 6 http www altigen com OK e Cancel Figure 21 Add URL dialog box 2 Typeinthe URL or web page specification and click OK The URL now appears in your URL Sharing list Web Data le SOURCE CONTACT COMMENT IEEp fwww altigen com Add Delete Push S
22. View AltiAgent or in your AltiGen voice mail system Accessing Voice Mail Group Lists To work on your personal voice mail groups click the VM Group button to invoke the VM Group Edit window vMGroup Edit New Change OK Cancel Figure 35 VM Group Edit window AltiAgent Manual 51 ie e gt Ko c E z e E 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 Create Group jo zl eee 580 6 GLGTu EXTENSION NUMBER NAME Ext Virtual Ext zx Virtual Ext Arnold Schwarz Virtual Ext Virtual Ext Virtual Ext Virtual Ext Virtual Ext Virtual Ext Virtual Ext Virtual Ext Virtual Ext Virtual Ext Virtual Ext Virtual Ext 2 Use the scroll bar to select a desired Group ID Enter the VM Group Name and any Comments These are optional but may help you identify the group 4 Select the member extensions by selecting the check box next to each extension 5 When finished click OK Click the Clear button to deselect all extensions or click Cancel to exit without saving your edits Changing a VM Group To add or removing extensions or change name or
23. are required to install AltiView and Alti Agent Make sure License has been installed and activated Installing AltiAgent on a Client System After completing the pre installation checklist proceed as follows on the client machine 1 2 3 Exit any all Windows applications Insert the AltiWare OE 5 0 CD into the CD ROM drive Run the Setup program under AltiAgent and follow the step by step installation instructions as they appear on the screen Uninstalling AltiAgent 1 From the Windows Start menu select Control Panel Add Remove Programs to uninstall AltiAgent Click OK when the dialog box asks if you want to uninstall the program and respond to any additional prompts Auto Upgrade During startup AltiAgent will detect if its version matches with the version of the OE ACC or ACM server to be connected If an older version of AltiAgent is found the client will be prompted for upgrade permission If the user decides to auto upgrade the AltiAgent application is terminated and a software upgrade session is started Restart AltiAgent to run the newer version AltiAgent Manual 3 Note Forremote AltiAgent users outside the firewall TCP port 10050 is required to be open to allow auto upgrade Also auto upgrade over the Internet requires the sending of 15 MB files over the WAN which may take some time to perform the automatic update Downgrade Procedure 1 Goto Control Panel Add Remove Programs and remo
24. ccessed at a centralized location Note The voice recording feature is only available Triton Analog extensions and IP extensions For each extension the options for voice recording are enabled in the system s General page of Extension Configuration Settings in the Personal Call Recording Options field allow the administrator to e Disable call recording e Auto record to a central location AltiContact Manager only e Record on demand to a central location AltiContact Manager only e Record on demand to agent VM AltiAgent Manual 25 Cc LJ 5 ea gt z amp D For each workgroup the options for voice recording centralized workgroup recording are enabled in the system s General page of Workgroup Configuration Settings in the Centralized Workgroup Recording field allow the administrator to e Disable workgroup recording e Auto Record to a central location AltiContact Manager only e Record on demand to central location AltiContact Manager only e Record on demand to agent VM Note When voice recording is enabled at both the extension and workgroup level the workgroup voice recording settings control workgroup calls extension voice recording settings control direct extension calls WARNING Listening in to or recording a conversation without the consent of one or both parties may be a violation of local state and federal privacy laws It is the responsibility of the users of this feature to assure they a
25. com windows netmeeting download default asp Additional system requirements as listed on the Microsoft website at http www microsoft com windows NetMeeting SystemRequirements default ASP Note If you run two instances of AltiAgent one for desktop use integrated with NetMeeting and one as a workgroup agent be sure to launch the AltiAgent instance first and the desktop instance second otherwise the NetMeeting launch will fail Note also that AltiWare AltiContact Manager uses conferencing features that require the same data channels as NetMeeting If NetMeeting is running you will see a prompt reminding you to close the program In addition processor intensive applications will affect voice quality To make and receive calls using NetMeeting e Connect your headset to your PC Use the AltiAgent Dial and call accepting functions as usual to make and receive calls Troubleshooting IP Connectivity If problems occur they may be due to a failure to connect to your ISP or due to firewalls at your office preventing direct access to the AltiWare AltiContact Manager server As a test you can choose Run from the Windows Start menu then enter Ping JP address gt ENTER where IP address gt is the AltiWare AltiContact Manager system you want to connect to An example of the IP address format is 123 234 231 143 If you do not get a response contact your LAN administrator for support Next check to verify if ports are
26. d AltiAgent main window Error Messages The following errors may be displayed as login or connectivity errors Error Message Description Solution AltiWare connection No AltiAgent was found Maintain the number of AltiAgent limit has been exceeded OR more than allowed license keys or add additional ses number of AltiAgent users sion licensing have attempted to log on Cannot connect to You are not connected to Check the server field IP address AltiLink Please check AltiWare or DNS name by server name or network 1 Pinging the network server connection address OR 2 Try using the IP address of Alti Ware if using the DNS name in the server field AltiAgent Manual 11 Error Message Description Solution Cannot access voice mail list while mail box in use Mail box is in use by the AltiGen Voice Mail Sys tem and is temporarily unavailable Wait a while then try again Mail service is unavail able Please check with your administrator Voice mail service is not enabled on AltiWare Make sure voice mail service is started NetMeeting is already used by another applica tion so you cannot enable IP Extension Inte grated with NetMeeting Check for conf exe in your com puter s memory If it s there ter minate it Then retry logging in with the IP extension option Please register AlpInter face dll regsver32 AlpInterface dll Al
27. dministrator has enabled queueing for you or your workgroup Number of Rings Before Forwarding This setting pertains to almost all the options in this window the number of times the phone should ring before the system decides to forward the call to an extension voice mail or the Auto Attendant To have AltiView automatically pick up the call select the Enable Automatic Answering after x Seconds check box and use the arrow keys to choose the number of seconds Call Waiting Options Call waiting options are available only if the Enable Busy Call Handling check box has been selected but this option is only available for personal calls 48 AltiAgent Manual e Single Call Waiting sets up single call waiting This feature gives an alert tone audio beep to indicate that a call is waiting This feature must be enabled in order to conference incoming calls e Multiple Call Waiting enables a personal queue of multiple calls waiting You must also select the Place Caller In Queue option under Busy Call Handling to enable this option This allows the user to transfer or park the current call before picking up the next call in queue e Live Call Handling when enabled allows a caller to hear a ringback tone when the called party is in voice mail paging transfer or conference state Note The call will be shown as ringing in AltiConsole Message Notification Message Notification lets you set up how you d like to be aler
28. ed AltiAgent is a version of AltiView designed for workgroup agents Through an AltiAgent window you can monitor workgroup related statistics workgroup call pickup and member login logout directly from the desktop Also the AltiView functionality can be accessed from Alti Agent Logging In Before you log in When you launch AltiAgent 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 AltiWare AltiContact Manager replaces the name with the IP address eliminating the need of a DNS Domain Naming System search To obtain the AltiWare AltiContact Manager IP address ask your IT administrator If you are connecting to the Internet through a modem connection before you log in establish a session connection from your PC to your local Internet Service Provider If you re using a low speed connection the login may take some time as a large amount of data is transferred to your desktop To log in 1 Run the AltiAgent application and if this is the first login to this AltiWare AltiContact Manager system enter the server s IP address or AltiAgent Manual 5 io o El e o fena D a Q name of the system you will be using If this is not your first login go on to the next step 206 111 153 254 239 Figure 1 Logging in 2 Enter your Extension number and Password assigned to your ph
29. ference Calls Displayed in Call List To add another party click the Conference button and repeat steps 2 4 When two or more lines are holding you can also add parties to a conference call 1 Right click on the line call Connect Disabled NUMBER Figure 16 Join to Conference 24 AltiAgent Manual 2 Usethe drop down list and select Join To Conference 3 Inthe confirmation dialog box click OK to conference the caller The maximum number of conferenced parties is 6 Cancelling Conference Calls You can cancel the conference at any time using any of the following methods clicking the Cancel button closing the dialog box pressing your phone s FLASH button right clicking on the caller and selecting Drop From Conference 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 Note The conference holder is the user who initiates the conference call by pressing or using AltiView with an IP phone If the conference holder hangs up no one in the conference call is allowed to drop the call from conference Only the conference holder can drop a call from conference Recording Calls The voice recording feature in AltiAgent allows a user to record conversations Recorded conversations can then be played back through voice mail or a
30. groups to which you belong 3 Select the check boxes next to the individual extensions Type Ext or workgroups Type WG Ext you want to monitor and click OK The extensions in the selected workgroups are now listed in the Mon itor window in addition to any individual extensions you selected Note If you selected individual extensions to monitor you will be able to pick up personal calls to these extensions but not workgroup calls In addition if you selected a workgroup extension the Monitor list shows all the extensions in the workgroup even for agents who are currently logged out Reading the Monitor List In the monitor list each extension is listed along with its Status Number Name and Group workgroup if applicable The state can be one of the following e Idle the extension is not in use you can click the Status field to ring that extension e Connected the extension is in use e Ringing the phone on the extension is ringing you can click the Status field to pick up the call at your own extension Conference the extension is on a conference call Voice Mail the extension is in voice mail Auto Attendant the extension is connected to an Auto Attendant e Holding the extension is on hold Hold Pending the extension is awaiting hold Calling or Picking Up Calls If a monitored extension is dle clicking its Status field rings the extension If a monitored extension
31. hare Figure 22 Caller Data window 3 To share or push the URL select the URL you want to share by clicking it then click Push to send it or Share to share it 4 When you re done click Release to disconnect the web call Monitoring If your system administrator has configured your extension for monitoring you can monitor the activity on the other extensions in your workgroup view call history view workgroup statistics and view calls in queue AltiAgent Manual 31 Cc o 5 e gt gt amp If you re a manager for example you might monitor to determine whether you need more resources in a busy environment Or 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 co worker s call STATUS NUMBER NAME Figure 23 Workgroup Agent Monitor Window Choosing Workgroups to Monitor 1 Open the Monitor window by clicking the EXPAND button in the AltiAgent main window then click on the MONITOR tab 2 Click the Change button in the Monitor window to open the Change Monitor window Change Monito NUMBER 2002 Figure 24 Monitor Change window 32 AltiAgent Manual Extensions to which your system administrator has given you moni toring rights are listed here in addition to any work
32. iGen reserves the right to refuse return of any material that does not have an RMA number The RMA number should be clearly marked on the outside of the box in which the material is being returned For example Attn RMA 123 AltiGen Communications Inc 4555 Cushing Pkwy Fremont CA 94538 Upon authorization of return AltiGen will decide whether the malfunctioning product will be repaired or replaced 2 To obtain warranty service you will be required to provide a the date and proof of purchase b serial number of the product c your name and company name d your shipping address e adescription of the problem 3 For additional information contact your AltiGen Dealer or AltiGen Communications Inc via e mail at support altigen com 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 iv AltiAgent Manual CHAPTER 1 Overview AltiAgent is an optional software package that runs with the Alti Ware OE or AltiContact Manager system AltiAgent Session licenses must be installed and
33. is click the Not Ready button See Setting Status to Ready or Not Ready on page 29 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 AltiAgent main window to view the directory of current calls 2 Findandclick the row displaying the incoming call This places the current call on hold and connects the incoming call 3 When you are finished click the Hold state cell for the call on hold to reconnect Transferring Calls AltiAgent supports both supervised transfer in which you confirm the transfer and blind transfer 1 While connected to a call click the Transfer button This pops up the dial pad 20 AltiAgent Manual 2 On the dial pad enter the extension or phone number to transfer the call to then click Dial 3 While AltiAgent dials the new number you re asked to confirm your decision by clicking the OK button in a confirmation dialog box You can click OK before the party answers to do a blind transfer or you can wait for the person to answer and then confirm or cancel the transfer r AltiAgent c Figure 11 Confirming call transfers At any time before or after the person you re transferring to answers the phone you can cancel the transfer by clicking the Cancel button or by closing the dialog box e o 5 gt gt a i If the transfer is cancelled AltiAgent
34. is Ringing clicking its Status field picks up the call AltiAgent Manual 33 Cc LJ 5 ea gt gt amp D Note Ifa callis coming in to a workgroup to which you are not currently logged in you cannot pick up the call Viewing the Call History Click the History tab in the Monitor window to view an informational history of handled calls 04 27 04 16 16 10 04 27 04 16 15 26 04 27 04 15 17 58 04 27 04 15 00 33 04 27 04 14 57 50 00 01 03 Arnold Schwarzt 04 27 04 14 57 43 00 00 00 zx 04 23 04 12 07 07 00 01 08 04 23 04 12 03 16 00 00 23 04 23 04 12 02 34 00 00 37 04 23 04 11 54 29 00 00 45 Cruse Tom 04 20 04 18 29 49 00 00 00 04 20 04 18 29 39 00 00 00 04 20 04 18 29 31 00 00 02 04 20 04 18 29 29 00 00 00 zx 04 20 04 18 29 29 00 00 00 y volvo 04 20 04 18 29 28 00 00 00 D 04 20 04 17 55 48 00 00 29 10 10 0 118 325 Altiqa 325 04 20 04 16 44 44 00 00 08 10 10 0 119 3005 quicknet rush 04 20 04 16 42 34 00 00 41 h O Inalonina Enn O Anana elete CO delete all C Print Figure 25 Workgroup Agent History window pereen Note Click on the column headings in the History window to sort the data The list in the History window displays the following fields e Number the extension or phone number Upward arrow icons indicate outgoing calls downward arrows indicate incoming calls Clicking the N
35. it displays extensions and the names associated with extensions as well as names and numbers imported from MS Outlook GoldMineG or ACT You can select extensions or names using the scroll list AltiAgent Manual 17 The list can display up to 2000 entries If you are working with more than 2000 entries you can find the entry by name search even if the entry is not one of the first 2000 that are displayed Figure 8 Dialing list Dialing By Number To dial using the keyboard number keys 1 Inthe 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 The main window displays the status of the call AltiAgent 2001 Confi Calls in Queue uU Agents Logged In Exceed Threshold uU Agents Busy Longest Queue Time 00 00 00 Agents Not Avail Service Level 100 Agents Available OUTBOUND 15 21 39 Disabled STATUS NAME NUMBER GROUP DNIS LENGTH Figure 9 Call status displays in Calls list as well as status panel 18 AltiAgent Manual Dialing By Name or Extension 1 Use the scroll list box above the dialing pad to select the name or extension 2 Click the Dial button to place the call To search 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 transfor
36. ktop call control application for workgroup agents to manage their workgroup calls from the PC AltiAgent allows direct access to call handling as well as configuration functions including the following You can also log in as a workgroup agent using the IP Extension integrated with option View caller data e g IP address account number credit card number name etc sent with an incoming call Pushing or sending a URL or web page to a web based call Logging off one or more workgroups using a two digit reason code that corresponds to a particular course of action if logoff reason codes are used in your workgroup Viewing and printing workgroup call data New in Version 5 0 Viewing of workgroup call priority Picking calls from group queue Workgroup CDR RTM revamping Microsoft Gold Certification Release IP Link Tie option added to configuration Automatic version upgrade during startup AltiAgent Manual 13 Cc LJ 5 ea gt z amp D Workgroup Login After you complete your initial login and choose to login as a Workgroup Agent as described in Logging In on page 5 you see a Group Login window Group Login Figure l Group Login window Select the workgroup or workgroups you want to log in to then click OK AltiAgent supports login on up to eight workgroups simultaneously Note If you are set up to change your Outbound Workgroup you can select another extension from the dr
37. ltiA gent by getting call related information from AltiAgent which acts as a server Based on the call information AltiAgent will implement corresponding actions such as popping up corresponding customer information and logging Caller ID into a database For more information on using ActiveX with AltiAgent refer to the AltiClient ActiveX Programmer s Guide document available from AltiGen s web site AltiAgent Manual 37 38 AltiAgent Manual 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 e General Info password default trunk access and other settings e One Number Access ONA forwarding of specific incoming calls This is available only when your extension configuration is set up to allow ONA e Call Handling forwarding busy call and no answer call handling Message Notify how and when to notify yourself about incoming voice messages e Station Speed your personal speed dial numbers e System Speed you can view and edit the name and comments but not the number itself of system speed dial numbers Note Options are disabled if they are not available For example One Number Access must be enabled in the AltiAdmin application Further if you don t enable ONA as a Call Handling option you can t set up and use ONA Apply Button and OK Button In the Configuration windows you
38. ms 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 You can use either your own Station Speed Dial numbers or the System Speed Dial numbers See Configuring Your Station Settings on page 39 for details on setting up speed dial numbers 1 Depending on which type of speed dial number you want to call click the Station Dial tab or the System Dial tab 2 Choose the speed dial entry from the list 3 Click the Dial button to place the call Redialing To redial the last number called click the Redial button AltiAgent Manual 19 Cc LJ 5 ea gt gt amp D Placing Calls on Hold During a phone call click the Hold button in the AltiAgent main window The state of the call is changed from connected to a hold state and you will hear the dial tone 2002 10 37 54 Offhook NT Disabled STATUS NAME NUMBER GROUP DNIS LENGTH Figure 10 Call on Hold In the row displaying the call the State column shows the call on hold Click the Hold state cell to release the hold and reconnect the call Note When a callis put on hold automatically by the system to queue the system will ring the user after two minutes if the call is still on hold Note When you place a call on hold workgroup calls may still ring your extension To prevent th
39. nd voice message settings See Configuring Your Station Settings on page 39 Econ tod Figure 6 Config button 16 AltiAgent Manual e The EXPAND button provides a view into extension or workgroup activity and provides access to past call logs e The Ready Not Ready buttons tell the system you are ready to receive workgroup calls e The Web Data button lets you display data associated with the calls send web pages or URLs to the user or share web pages e The Login Logout buttons The button allows you to login in to different workgroups and or log out of current workgroups Call Handling The AltiAgent call handling functions include dialing out using voice mail and monitoring other extensions Dialing You can dial out in a number of ways using the numeric keyboard and by name or extension number or speed dial number e o 5 a gt gt amp Initiate dialing by clicking in the dialing field entering the number using the keypad then clicking the dial button in the main window 918882584435 E TRANSFER CONFERENCE wWua eu Figure 7 The Dial button Clicking the Dial button dials the number in the dialing field The scroll list box left of the Dial button is actually a combination dialing field text and list box As a text box it displays numbers that you enter from the dialing pad or from the keyboard number keys You can also use it to search for names As a list
40. ns e The first three radio buttons provide choices for when to open a text chat session during web based calls that is whether to open NetMeeting in coordination with the calls You can choose always never or to have AltiAgent query you on each webcall as to whether to open a chat session e Select the Popup extra call information check box to have the Caller Data window pop up automatically when you connect to a web based call See Viewing Caller Data on page 30 e Select Alert when new calls come into queue to have AltiAgent alert you via a screen pop and audio beep when a new call enters the workgroup queue e Select Use external recorder to use any client voice recording system you have installed Use the Search button to browse to the exe file One Number Access ONA If you are expecting calls that you want to receive regardless of where you are you can have the system forward those calls to you You must enter the Caller IDs for the calls you want forwarded and the numbers where you can be reached ie fe gt Q c 0 z E If the system is unable to connect the call i e can t identify a Caller ID or can t reach you at any of the numbers you specify the call is sent to your voice mail Before You Set Up ONA ONA must be enabled by your system administrator AltiAgent Manual 43 Your Call Handling settings must not conflict with ONA Specifically Do Not Disturb must be
41. nts AltiServ AltiView AltiA gent users are not carried over after the upgrade O e gt vo c E e E AltiAgent Manual 53 Figure 36 Station Speed Dialing setup Adding or Editing Station Speed Entries 1 Click a Station ID to select it 2 Click the Edit button When the Station Speed dialog box appears add or edit the Number Optionally to aid your memory add or edit the Name and Comment Station Speed Figure 37 Station Speed dialog box for Speed Dial Numbers 54 AltiAgent Manual 4 Click OK Deleting Station Speed Entries To delete a speed dial number click the Station ID and click Edit to open the Station Speed dialog box Click Clear and then click OK System Speed Dialing Click the System Speed tab in the Config window to view the System Speed Dial entries System speed dial numbers are set up in Alti Ware ACM Administrator In AltiAgent you cannot edit speed dial numbers or name entries Corporate HQ 918882584436 New York Office 912125551212 O Cancel Apply ie fe gt Q c 0 z E Figure 38 System Speed AltiAgent Manual 55 56 AltiAgent Manual Index A AA state 10 Account Codes 28 ACT 4 41 ActiveX Control 37 Activity 48 address AltiGen Communications Inc ii advanced database option 42 AltiAgent main window
42. o conference 25 L licenses 2 live call handling 49 Microsoft Outlook 4 41 minimize 9 monitor window 32 monitoring 31 multiple call waiting 49 Music on Hold state 10 N NetMeeting 42 no answer handling 48 Not Ready status 29 notifications 49 O OK button 39 ONA call screening 45 ONA ring duration 46 One Number Access password 45 One Number Access 58 AltiAgent Manual configuration 49 One Number Access Setup 44 P pager and forwarding 47 Park state 10 password One Number Access 45 phoneicon 9 pick up call from queue 37 pickup button 37 ping 8 Play state 10 pop up windows 9 proceeding state 10 pushing web data 29 R Ready status 29 Record state 10 recording calls 25 recording ondemand 26 release link tie 42 Ringback state 10 ringing 10 S saving changes 39 screen pop 9 42 search by name 19 servicelevel 15 sessionlicensing 2 sharing web data 29 single call waiting 49 speed dial 19 speed dial list 37 state column 20 station speed dialing configuration 53 system requirements 1 system speed dialing 55 Index T TCP socket 8 threshold time 15 transfer Centrex 22 transfer calls 20 transfer to auto attendant 22 transfer to voice mail 20 transferring calls to voice mail 21 Troubleshooting IP Connectivity 8 U uninstall 3 upgrade 2 URL sharing 30 URLs 29 V VM groups 51 voice mail 20 voice mail state 10 W warranty iii how to get service iii web button 3
43. one Check the Always save password check box to store your login password the next time you access AltiAgent Note AltiServ maintains a counter for each extension to track login failures Up to 8 login attempts are allowed after which login will be disabled from 1 to 24 hours depending on the Administrator s setting 3 Optional IP Extension Integrated with Netmeeting option grayed out if your extension is not set up as an IP extension If you do not have an IP phone and you want your AltiAgent desktop to access AltiWare AltiContact Manager as an IP extension select the IP Extension Integrated with check box and set the dropdown list to NetMeeting To do this your extension must be set up as an IP extension by your system administrator and you must have Microsoft NetMeeting 3 01 or higher installed on your desktop Refer to the discussion in the next section for more information on using IP extensions 4 Select how you want to log in and click OK 6 AltiAgent Manual Logging In Remotely Using an IP Extension For agent use or supervisor use you can access AltiAgent from a remote location using an IP extension All the call handling functions are the same as logging in locally with the exception of the ability to configure One Number Access You can pick up voice mail forward local business office phone calls to another site such as a home desktop PC and even receive the phone calls as you would at the office To u
44. op down list Logging Out or Changing Workgroups After you ve logged in you can log out or change the workgroups you re logged in as follows Click the Login Logout button in the main window to open the Group Login window an example of which is shown on the previous page To log out or change workgroups deselect the check box es next to the workgroup s you re logging out from If Logout Reason Codes are required in your system select one in the drop down list If you want to log in to other workgroups select their check boxes Then click OK 14 AltiAgent Manual About the Main Window The AltiAgent main window is your window into your workgroup environment and facilitates the management of workgroup calls 1003 Y 1004 Y 1005 TS Workgroup Status Exceed Threshold it Agents Busy Longest Queue Time 00 00 00 Agents Not Avail Service Level 100 Agents Available OUTBOUND m 14 33 04 E gee oor STATUS NUMBER GROUP DNIS LENGTH DR List of Calls Voice Messages Gee READY ion LOGIN LOGOUT ALTIGEN COMMUNICATIONS Figure 2 AltiAgent main window The window consists of the following displays and buttons e The Workgroup Status panel displays statistical information about the current workgroup Tabs above the panel allow you to switch views between the workgroups you re logged in to AltiAgent 2001 Ecni C269 The statistics are largely self explanatory
45. osoft NetMeeting 3 01 7 Troubleshooting IP Connectivity 00 8 Hiding or Exiting AltiAgent sese esses 9 Using the Windows Tray Phone Icon 9 Resizing the Display 0 0 0 0 cece eee eee eee 9 CHAPTER 3 Using AltiAgent as a Workgroup Agent 13 AltiAgent Manual i New in Version 5 0 lee e 13 Workgroup Login 0 cece eee eens 14 Logging Out or Changing Workgroups 14 About the Main Window 0 0 0 0 eee eee eee 15 Call Handhng riensi per eene eri OPES Y prets 17 Di ling ices heh pty Ee tee E rw 17 Placing Calls on Hold 0 00 0 eee eee eee 20 Using Call Waiting 0 0 2 eee ee eee eee 20 Transferring Calls 20 Conferencing Calls z ic REPRE AER tei 23 Recording Calls 42 i nob ERES ERIS 25 Using Account Codes 0 0 00 eese 28 AlttAgent Options s eec eR e RR 29 Setting Status to Ready or Not Ready 29 Viewing Sharing or Pushing Data 30 Monitoring i enkerhLOHeRESHERESSA had bene SORS 31 Choosing Workgroups to Monitor 0 32 Viewing the Call History 00 00 0000 34 Viewing Workgroup Statistics llle ese 35 Viewing Queues i oe Dep ROLE ee ped p he IE 36 Pick Up Calls from Queue 0 00 02 0 002 eee 37 Viewing the Speed Dial List 00 0 37 Using
46. ovable double bar ll that can be moved to resize the column AltiAgent Manual 9 io o E e o et D a Q Call States AltiWare AltiContact Manager applications report the status of calls A list of the states includes the following AA the call is being transferred to an Auto Attendant IVR 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 AltiAgent is ready to dial out Error receipt of an error tone Hold the call is on hold Hold Pending the call is being transferred or conferenced Idle the extension is not in use Music on Hold an extension user placed the call on hold to take another call Park the call is parked Play playing voice mail Proceeding the outgoing call is in progress Record recording an introductory message Ringback caller receives this state while callee is ringing Ringing there is an incoming call Voice mail the call is in voice mail 10 AltiAgent Manual AltiAgent 2001 f Feon OAS Calls in Queue 0 Agents Logged In Exceed Threshold Agents Busy Longest Queue Time 00 00 00 Agents Not Avail Service Level Agents Available OUTBOUND 14 33 04 Idle STATUS GROUP DNIS LENGTH io o E E e o et D a Q COMMUNICATIONS Figure 2 Status Fiel
47. re in compliance with all applicable laws Recording on Demand When the extension is set to record on demand to a central location or user VM the user can use AltiAgent to initiate the recording 26 AltiAgent Manual To record a call 1 Figure 17 Right click Drop Down List 2 While connected to a call right click on the conversation to open a drop down list AltiAgent 2001 Calls in Queue Agents Logged In Exceed Threshold Agents Busy Longest Queue Time 00 00 00 Agents Not Avail Service Level 100 Agents Available OUTBOUND 2002 16 09 34 Connect Ml Disabled STATUS NUMBER GROUP DNIS LENGTH 202 Account Code Join To Conference Drop From Conference p rxPawp Cc o 5 e gt gt amp Scroll to Start Voice Record The recording will be indicated by a small red cassette tape icon in the top right AltiAgent window If the Insert Recording Tone option is set both parties will hear a beep when the recording begins To pause recording right click on the conversation and scroll to Pause Voice Record To end recording right click on the conversation and scroll to Stop Voice Record If the administrator has set to record to a centralized location contact your administrator for the location If the system is set to save the recording as the user s voice mail the recording can be heard through the AltiGen Voice Mail System Notes
48. reconnects the call to your extension The call is also reconnected if the third party doesn t answer Sending Calls to Voice Mail While connected to a call click To VM on the main window When the dial pad appears choose the extension number you want to send the call to then click OK Figure 12 Transfer to Voice Mail You can also transfer a call to voice mail before you answer it AltiAgent Manual 21 Transferring to Attendant While connected to a call click To AA IVR on the main window Select the operator or an Auto Attendant IVR to transfer to using the drop down list You can also transfer a call to an Attendant before you answer it Cook carcel Figure 13 Transfer to Auto Attendant IVR Forwarding Calls Using Do Not Disturb If allowed click the DND button to forward all incoming calls according to your Enable Busy Call Handling settings See Configuring Your Station Settings on page 39 Centrex Transfer If you have a Centrex line you can use this feature to transfer an external call to an outside number without having to tie up two trunk lines Once the transfer is complete the external caller s line connects directly to the outside number Since there are no longer any connections to internal users internal trunk lines are then dropped freeing up system trunk line resources for other calls To perform a Centrex transfer 1 Press Transfer 2 Dial the prefix for trunk line
49. rkgroups The call data includes the Caller ID and caller name if available as well as the workgroup amount of time the call has been in queue and priority QO pickup export Print Figure 27 Workgroup Agent queue window Most of the data is self explanatory but you might note the following Queue Time represents the total time a call has been waiting in queue Priority Queue Time represents the amount of time that a call has been waiting in a specific priority level Priority queue time will be reset to O when the call s priority is promoted to a higher level 36 AltiAgent Manual Pick Up Calls from Queue To pick up a call from a workgroup queue click on the queued call and click the Pickup button If the agent is connected to a caller the current call will be put on hold and the queued call is connected Note This feature must first be enabled by the system administrator Viewing the Speed Dial List To dial System or Station speed dial entries click on the speed dial entry and click the DIAL button 22526349 218003223789 832004 406 Cc o 5 a gt gt amp Figure 28 Speed Dial list window Using ActiveX Control with Third Party Applications The AltiAgent ActiveX Control Object is an ActiveX Object It works with A
50. se an IP extension you must meet the following requirements Yourextension must be configured to use IP extensions by your system administrator Youmust have AltiGen certified IP phone adapter equipment or you can use Microsoft NetMeeting version 3 01 io o El e o fena D a Q Consult your system administrator or authorized AltiGen dealer for details on obtaining and using any of these options The NetMeeting option is discussed in the next section To log in from a remote location using an IP extension 1 If you connect to the Internet through a modem connection establish a connection to your Internet Service Provider 2 Login using your Extension and Password as usual 3 NetMeeting users only Select the IP Extension Integrated with NetMeeting 4 Click OK IP Extensions Using Microsoft NetMeeting 3 01 To use NetMeeting 3 01 as an IP extension you need the following A sound card A Plantronics LS1 headset connected to the sound card A microphone and speakers should not be used since the speaker s output would be fed back to the microphone and cause severe echoes AltiAgent Manual 7 NetMeeting 3 01 which is automatically installed with Windows 2000 You can check your system to see if NetMeeting is installed by looking under Programs Accessories Communication from the Windows Start button If not it is available for download from the Microsoft website at http www microsoft
51. ted to new messages when you re away from your desk You can also set up Message Notification through the AltiGen Voice Mail System See the AltiServ User Guide for more information on this feature O e gt vo c E e E AltiAgent Manual 49 Click the Message Notification tab in the Config window to establish how and when you want to be notified about incoming voice messages Figure 34 Message Notification options Use this window to set the notification options e The types of messages on which you want to be alerted N A urgent voice messages only all voice messages or all voice messages and email too How and where to notify you in the Message Notification or Reminder Message by calling a options if you want to use an outside number use the drop down list to select the trunk access you want to use e Schedule during what hours you want to be alerted 50 AltiAgent Manual VM Groups Distribution Lists You can set up VM voice mail groups distribution lists 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 There are two types of voice mail groups you can use System based groups are set up in the Alti Ware Administrator You can use but not edit these lists in AltiView AltiAgent e Personal groups are set up and modified in Alti
52. tiAgent uses this dll to communicate with Alti Ware It should be regis tered in user system Re register this file Type in DOS command window regsver32 AlpInterface dll Change directory to AltiAgent directory type regsver32 AlpInterface dll You have entered an invalid password Please try again The password and confir mation box entries do not match Make sure you are entering the password correctly in both boxes You need to install Net Meeting to use IP Extension integrated with NetMeeting You tried to log in with the IP extension option without an installed ver sion of NetMeeting Install NetMeeting 3 01 or higher from Microsoft s web or FTP sites Cannot use IP Extension integrated with Netmeet ing You tried to log in with the IP extension option without an installed ver sion of NetMeeting Confirm that your extension is set up as an IP extension and that Microsoft NetMeeting 3 01 or higher installed on your desktop This version is not com patible with the version of AltiWare that is run ning This can lead to inconsistent or no func tionality Please install the correct version before proceeding The installed version of AltiAgent is outdated from AltiWare release Upgrade AltiAgent to version 5 0 install matching version of Alti Agent 12 AltiAgent Manual CHAPTER 3 Using AltiAgent as a Workgroup Agent AltiAgent is a des
53. ts This warranty is valid only for the first end user purchaser What the Warranty Does Not Cover 1 Any product on which the serial number has been defaced modified or removed 2 Damage deterioration or malfunction resulting from a Accident misuse neglect fire water lightning or other acts of nature unauthorized product modification or failure to follow instructions supplied with the product b Repair or attempted repair by anyone not authorized by AltiGen Communications c Any damage of the product due to shipment d Removal or installation of the product e Causes external to the product such as electric power fluctuations or failure f Use of supplies or parts not meeting AltiGen Communications specifications g Normal wear and tear h Any other cause which does not relate to a product defect 3 Shipping installation set up and removal service charges How to Obtain Service End user customers should contact your Authorized AltiGen Dealer for service Authorized AltiGen Dealers must follow the steps below for service AltiAgent Manual iii 1 Take or ship the product shipment prepaid to your AltiGen distributor or to AltiGen Communications Inc All materials being returned to AltiGen must have an associated RMA number RMA numbers are issued by AltiGen Customer Service and can be obtained by calling 1 888 ALTIGEN 258 4436 or faxing an RMA form to 510 252 9738 attention to Customer Service Alt
54. u can set up to four different schedules in the dialog that pops up Schedule 04 30PM v J0 amp 00PM v 00 00AM f 00 00AM OK Cancel Figure 32 Enable Schedule Based Access dialog box 2 Enable the Call Screening check box to have the system prompt the ONA caller to record a caller name to continue ONA Enable the Caller ID Verification check box and then specify the incoming phone numbers for ONA If ONA finds one of these numbers on an incoming call it will forward the call to you You can enter up to ten phone numbers in the Caller ID Verification fields For local numbers use 7 digits 5555555 For long distance numbers use 10 digits area code local number Note Ifyou enter no numbers in the Caller ID Verification fields and ONA is enabled ONA is made available to every caller Using a Password You can use a Caller ID Verification field to enter a password number such as 5555 so that a caller who knows this password can use ONA to find you regardless of where they are calling from Tell the caller to dial 1 during your personal greeting and then enter the pass word 2 gt Q c 0 z E 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 For outside numbers use the drop down list to select the trunk access code you want to use When ONA is active the
55. umber field dials that number e Name Caller ID information if available or Unknown Date Time the call s date and time Note This history data is sorted by last disconnected and not in the order the call was received It is therefore possible to have a record with an earlier timestamp followed by a record with a later timestamp 34 AltiAgent Manual Also the timestamp for call data is based on the client system while the timestamp for voice mail messages is from AltiWare AltiContact Manager Thus the times displayed here may not match those in the voice mail view in the main window e Length the length of time of each call e DNIS DNIS digits collected if available e Memo a note attached to the call Use the Memo button to open a window to create a note Viewing Workgroup Statistics Click the Workgroup tab to open the Workgroup window and view statistics on workgroup activity for the monitored workgroups MONITOR HISTORY AGENT S PERFORMANCE SUMMARY SIN TOTAL DIRECT CALL WG 540 3E Last Logged In Time 04 28 04 11 23 54 04 28 04 Last Logged Out Time f Total Logged In Time 13 23 00 13 23 00 Total Not Ready Time Apply to all WG 00 00 00 Total DND FWD Time Apply to all WG 00 00 00 f Total Inbound Calls Answered 0 0 oO 0 Total Talk Time 00 00 00 00 00 00 00 00 00 00 00 00 Average Talk Time 00 00 00 00 00 00 00 00 00 00 00 00 Total Connected Outbound Calls 0 0 0 Total
56. ve the AltiAgent 5 0 program and ALL OTHER 5 0 client applications including AltiView AltiSupervisor AltiConsole and CDR Search 5 0 2 Reboot your system 3 Goto lt local drive gt Program Files AltiGen Shared FilesV and remove AlpInterface dll Note The AlpInterface might be located under WinNT System32 Windows System32 or some other location Use the Search for Files and Folders feature to locate and remove all AlpInterface dll files from the system 4 Install the AltiAgent 4 6 software Microsoft Outlook and Outlook Express Support AltiAgent supports Microsoft Outlook 97 98 and 2000 2003 and Outlook Express 5 0 allowing you to obtain phone numbers to dial from a Microsoft Contact list AltiAgent also lets you see the incoming calls that have a matching record in the Contact list AltiA gent requires that you to set up the Outlook Contacts list prior to using this feature A Country Code field can be configured in General Info by the local user to help convert standard international phone numbers in Outlook to correct digit strings for AltiWare ACT GoldMine Support AltiAgent supports ACT 2000 and GoldMine 5 0 5 5 contact management software allowing you to obtain phone numbers to dial from the ACT or GoldMine contact database list AltiAgent also lets you see the matching record from the contact database list of the incoming calls 4 AltiAgent Manual CHAPTER 2 Getting Start
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