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Altigen MAXCS ACC 6.5 Specifications

1. Record introduction message 2 Select the check box next to the extension workgroup or voice mail group to which you want to forward the message AltiAgent Manual 43 4 If you need to search for a person by extension or group name or extension or group number type the first letters of the number name into the Search by Number or Name box The matching extension group number or name displays in the list as you type Notes Click on the column headings to sort the data Ifthe extension name is configured for an extension it is used to match the search string If the extension name is not configured then the extension number is used to match the search string for this extension Optionally you can leave an introductory message Select the Record Introductory Message check box and follow the steps below Click OK to complete the forwarding To record an introductory message 1 If you selected the Record Introductory Message check box then when you click OK to complete the forward pick up the phone hand set and you ll hear a prompt to record the message Record the message and press the pound key A confirmation appears on screen Click OK to confirm and complete the action Working with Voice Mail Groups Distribution Lists You can set up voice mail VM groups distribution lists to forward messages to multiple recipients at the same time You can set up to 100 personal voi
2. In the row displaying the call the Status 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 this click the Not Ready button See Setting Status to Ready or Not Ready on page 45 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 Find and click the row displaying the incoming call This places the current call on hold and connects the incoming call 3 When you are finished click the Hold status cell for the call on hold to reconnect Transferring Calls AltiAgent supports both supervised transfer in which you confirm the transfer and blind transfer AltiAgent Manual 23 Cc o 5 a ba gt amp E l 2 While connected to a call click the Transfer button Specify the extension or phone number to transfer the call to then click Dial To specify the number either enter the number on the dial pad or click the appropriate number on the Speed Dial or Monitor tab While AltiAgent dials the new number you re asked to confirm your deci
3. 5 Enter 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 Specify whether the number is an extension or outside number and if a password is required 62 AltiAgent Manual When ONA is active the system dials the forwarding number s in the order from Forwarding Number 1 through Forwarding Number 4 Note that this number order does not correspond to the Schedule order for example Forwarding Number 2 is not used first during Schedule Number 2 Note If your system administrator has not configured your extension to require you to enter your extension password when answering an ONA call then 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 drop down lists 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 Call Handling Click the Call Handling tab in the Config window to configure incoming ca
4. a ALTIGEN COMMUNICATIONS AltiAgent Manual MAX Communication Server Release 6 0 6 2008 4503 0001 6 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 infoG altigen com Web site www altigen com TRADEMARKS MAX Communication Server MaxAdministrator MaxCommunicator Enterprise Manager AltiServ AltiLi
5. 28 AltiAgent Manual Canceling Conference Calls You can cancel the conference using any of the following methods Click the Cancel button in the conference confirmation dialog box Close the conference confirmation dialog box Press your phone s FLASH button Right click the appropriate call and select Drop From Conference Normally after canceling 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 call s Hold Pending status cell Note The conference holder is the user who initiates the conference call 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 MeetMe Conference If your company has this feature available you can schedule a phone meeting to take place at a specified time in the future and invite people to the meeting Invited people call the MeetMe conference extension number to join the meeting at the designated meeting time To schedule a phone meeting click the button The MeetMe Conference window opens MeetMe Conference AltiWare Admin _ Ol xi DRO A display outdated Meetings ID Subject Scheduler Schedule Time Schedule Start Time End Time 002 Kelly Admin Admin 10 13 2006 10 36 09 Permanent 10 13 2006 10 36 10 i I 003 Team Meeting Admin Admin 10 26 2006 14
6. CD ROM drive AltiAgent Manual 3 3 Open the AltiAgent folder and run the Setup program in that folder following the step by step installation instructions as they appear on the screen Alternatively if your system administrator has loaded AltiAgent on a shared network server you can copy the files in the AltiAgent folder to your desktop PC and run the AltiAgent Setup program Uninstalling AltiAgent 1 From the Windows Start menu select Control Panel gt Add Remove Programs AltiAgent 6 0 to uninstall AltiAgent 2 Click Remove and respond to any additional prompts Automatic Upgrade Each time you start up AltiAgent 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 AltiAgent is out of date you are prompted for upgrade permission If you automatically upgrade the Alti Agent startup is terminated and a software upgrade session is started Restart AltiAgent to run the newer version Note For remote AltiAgent users outside the firewall TCP port 10050 is required to be open to allow automatic upgrade Also automatic upgrade over the Internet requires the sending of 15 MB files over the WAN so it may take some time to perform the automatic update Downgrade Procedure 1 Goto Control Panel gt Add Remove Programs and remove the AltiAgent 6 0 program and ALL OTHER 6 0 client applications including MaxCommunicator AltiSuperv
7. dll AltiAgent uses this dll to communicate with MAXCS It should be reg istered 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 is incorrect Enter your extension password Cannot use IP Extension integrated with IP Talk You tried to log in with the IP extension option without the IP Talk License Confirm that your extension is set up as an IP extension with dynamic IP address and that an IP Talk License has been registered The version of AltiAgent on your desktop is out of date The installed version of AltiAgent does not match the version of MAXCS on the system server Upgrade AltiAgent to match the current running version of MAXCS AltiAgent Manual 13 Q o E Co wn 5d a 2 14 AltiAgent Manual CHAPTER 4 Using AltiAgent as a Workgroup Agent Once you log in to AltiAgent the main window appears This window provides tools to manage and monitor calls and is your window into your workgroup environment Workgroup status Configure your AltiAgent AltiAgent 3500 Eon 2769 Calls in Queue Agents Logged In Exceed Threshold Agents Busy Your activity Longest Queue Time 00 00 00 Agents Not Avail state Service Level 100 Agents Idle OUTBOUND C
8. eb tw EISE 42 Forwarding Voice Mail 0 0 0 0 eee eee eee 43 Working with Voice Mail Groups Distribution Lists 44 Setting Status to Ready or Not Ready leues 45 Viewing Sharing or Pushing Data 45 Viewing Caller Data 00 00 00 eee eee ee 45 Sharing or Sending a URL or Page 0 0 0 46 Monitoring seee bte bib ec phu p LEE EE eee ee 47 Choosing Workgroups to Monitor lesse esses 47 Reading the Monitor List 0 00 48 Calling or Picking Up Calls 0 0 00 0 2 49 ii AltiAgent Manual Viewing the Call History seeeeeeeeeee eee 49 Viewing Workgroup Statistics 00 00 00 50 Viewing Queues llle ree 52 Pick Up Calls from Queue 0 0 00 002 ee eee 52 Using ActiveX Control with Third Party Applications 53 CHAPTER 5 Configuring Your Station Settings 55 Default Trunk Access 1 0 0 0 0 eee eee eee 56 Voice Mail Play Options 0 000 0000 57 IPTalk cux En Me REARS EER IeLEP OCDE HE 57 Screen Pop Audio Beep and Auto Close 57 Accessing Databases l l eee 58 Color Selection 4o eer ar p seen ete Ree xa 59 Miscellaneous lest heel eee eme 59 Advanced Options for Web based and Workgroup Calls 59 One Number Access ONA 0 0000 c cece eee eens 60 Before You Set Up ONA ocioso sinaia a aa 60
9. list and a DND do not disturb button Call statuses include the following 16 AA the call is being transferred to an Auto Attendant 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 AltiAgent Manual dle the extension is not in use Music on Hold an extension user placed the call on hold to take another call e Park the call is parked Play playing voice mail e Proceeding the outgoing call is in progress e Record recording an introductory message Ringback caller sees this status while the callee s phone is ringing Ringing an outgoing call is ringing another phone Voice mail the call is in voice mail The table below the Status panel Displays calls or voice mail When you click the Calls tab the table shows a current list of calls the name of the caller if available from extension information or from an external database the number workgroup number DNIS digits if available call length and conference status CALLS VOICE MAIL When you click the Voice Mail tab the table shows a log of current and past voice messages Clicking the WG VM tab displays a list of workgroup vo
10. out or change the workgroups you re logged in to as follows 1 Click the Login Logout button in the main window to open the Group Login window 2 To log out or change workgroups deselect the check box es next to the workgroup s you re logging out from 3 IfLogout Reason Codes are required in your system select one in the drop down list 4 If you want to log in to other workgroups select their check boxes 5 Click OK lo o E E e o d D a Q Version Mismatch Dialog Box If your version of AltiAgent doesn t match the version of MAXCS on the system server you are prompted for upgrade permission when you try to log in If you allow upgrade at this time the Alti Agent startup is terminated and a software upgrade session is started Restart AltiAgent to run the newer version See Automatic Upgrade on page 4 for more details Reconnecting to AltiAgent When a connection with the phone server is broken a message box pops up asking if you want to connect again Clicking Yes will restore the connection without you having to go through the log in process again Alti amp gent AltiAgent Manual 9 Logging In Remotely You can use AltiAgent from a remote location if AltiAgent is installed on your remote computer Yourextension is configured as an IP or mobile extension by your system administrator e You have an AltiGen certified IP phone or are using IPTalk Consult your system admin
11. when you log in you ll see the IP address in the Server Name field AltiAgent Login 10 10 10 148 OK Cancel 2 Enter your Extension number and Password assigned to your phone AltiAgent Manual 7 4 If you want to store your login password and have it entered automatically the next time you log in to AltiAgent check the Always save password check box 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 If your extension is an IP extension and you will be using a headset check the IP Extension Integrated with IPTalk option Even if you do not have an IP phone as long as your extension is set up as an IP extension by your system administrator you can select the IP Extension Integrated with IPTalk check box See Logging In Remotely on page 10 for more information on using IP extensions remotely Click OK Workgroup Login After you complete your initial login a Group Login dialog box appears Group Login OK Cancel Select the workgroup or workgroups you want to log in to then click OK You can log in to eight workgroups simultaneously Note Ifyou are set up to change your Outbound Workgroup you can select another extension from the drop down list 8 AltiAgent Manual Logging Out or Changing Workgroups After you ve logged in you can log
12. 06 a Ena after 13 occurence s pum O End by DB 3 2006 El J AltiAgent Manual 33 1 Inthe Duration field specify the duration of the meeting using the Up Down arrows 2 IntheStart field specify the start of the meeting by clicking the Down arrow and using the slide bar 3 Inthe Every field specify how often this meeting is to occur every week every other week every three weeks and so on 4 Check the day of the week on which this meeting will occur In the Range of Recurrence panel use the Calendar button to select a date for the first meeting 6 Select End after x occurrences and choose the number of times the meeting is to occur or select End by and click the Calendar button to specify a date at which the meetings will cease Monthly Meeting If you select Monthly from the Schedule drop down list these are your options in the middle panel Za Schedule Monthly Every 1 month es on Date 1 Duration 30 minutes Hold during weekend F ancre N gT mc T Start 12 00PM vw on First vj Monday TH Range of Recurrence Begin 06 13 2006 d E End after 1 occurence s O Endby 06132006 1 Inthe Every field specify how often this meeting is to occur every month every other month every three months and so on 2 Inthe Duration field specify the duration of the meeting using the Up Down arrows 3 Inthe Start field specify the start of th
13. 15 57 Once 10 26 2006 14 15 58 10 26 2006 15 30 5t ae y 9 Update Email Template Email J o JL Stop amp l Create E Modify E Delete Using this window you can Create a one time or recurring meeting and set its parameters Open Microsoft Outlook to send an e mail invitation to participate in the meeting Start and stop a meeting AltiAgent Manual 29 Cc o 5 a ba gt amp z Modify or delete a meeting See meeting ID subject scheduler time frequency start time end time the last time the meeting started its status and the resource being used Display or hide outdated meetings Modify column display Working in the MeetMe Conference Window 30 Click a button to perform a function for example create a meeting The buttons at the bottom of the window are labeled with their function the buttons at the top of the window perform the same functions In addition at the top of the window you can choose to display outdated meetings by checking the Display Outdated Meetings check box Deselect the check box to hide outdated meetings Select an existing meeting to perform a function on it for example to start or stop the meeting You can select one meeting at a time Functions can also be performed on an existing meeting by right clicking the meeting and selecting from the context menu Click a column head to sort by that column An arrow is displayed th
14. 1Ext 2503 C Virtual Ext 2552 C virtual Ext 1005 68 AltiAgent Manual 2 Use the scroll bar to select a Group ID 3 Enter the VM Group Name and any Comments These are optional but will help you identify the group 4 Selectthe member extensions by selecting the check box next to each extension 5 When finished click OK To deselect all extensions click the Clear button or click Cancel to exit without saving your edits To change a voice mail group 1 Click the VM Group Edit button The VM Group Edit dialog box opens 2 Selectthe group you want to change and click the Change button 3 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 4 Click OK To delete a voice mail group 1 Click the VM Group Edit button The VM Group Edit dialog box that opens 2 Select the group you want to delete and click the Change button 3 Click the Clear button to deselect all extensions 4 Click OK to save and exit When you empty a group of members the group is deleted Station Speed Dialing Setup The Station Speed tab 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
15. 5 06 17 30 40 4 2500 07 25 06 17 22 09 A 2cnn AFISA 17 21 25 C Delete Delete all Print AltiAgent Manual 19 Handling Calls The AltiAgent call handling functions include Dialing out page 20 Placing calls on hold page 23 Using call waiting page 23 Transferring calls page 23 Dialing To dial a number click in the dialing field enter a number or name and then click the Dial button or press Enter on your computer keyboard By number You can enter a phone number in the dialing field by clicking the digits on the dialing pad in AltiAgent or by using the standard numeric keys or the numeric keypad on your computer By name For names recorded in the system you can enter a name by using the keyboard on your computer to type the name Then select the name from the drop down list that opens The phone number for that name appears in the dialing field Byselecting from alist You can open the drop down list by clicking the Down arrow and then scroll down the list to find the name or number you want and then select it 519002504424 omm Click to open a list of Creprat J HANSUP names and numbers 1 Giransrer come Or start typing a name to open the list Dialing field Dial button The drop down list beside the dialing field displays extensions or the names associated with extensions as well as names and numbers imported from MS Outlook Outlook Express GoldM
16. 58 00 00 42 04 27 04 15 00 33 00 00 09 555 04 27 04 14 57 50 00 01 03 557 Arnold Schwarze 04 27 04 14 57 43 00 00 00 557 zm 04 23 04 12 07 07 00 01 08 04 23 04 12 03 16 00 00 23 555 04 23 04 12 02 34 00 00 37 jj 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 0 04 20 04 18 29 31 00 00 02 Market E 04 20 04 18 29 29 00 00 00 0 zx 04 20 04 18 29 29 00 00 00 Market E v volvo 04 20 04 18 29 28 00 00 00 04 20 04 17 55 48 00 00 29 555 Altiqa 325 04 20 04 16 44 44 00 00 08 555 quicknet rush 04 20 04 16 42 34 00 00 41 555 Awdebeck echo n4lonina AEAN nn nn oc ccc Delete Delete all Print Note Click on the column headings on the History tab to sort the data The list on the History tab displays the following fields AltiAgent Manual 49 Cc o 5 amp gt z E Number the extension or phone number Upward arrow icons indicate outgoing calls downward arrows indicate incoming calls Clicking a number in the Number column puts that number in the dialing field and closes the History window Name Caller ID information if available or Unknown Date Time the call s date and time The 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 re
17. Call Waiting enables a personal queue of multiple calls waiting You must also select the Place Caller In Queue option under Enable Busy Call Handling to enable this option This allows you to transfer or park the current call before picking up the next call in queue 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 status Message Notification Message Notification lets you set up how you d like to be alerted to new messages when you re away from your desk You can also set up Message Notification through the AltiGen Voice Mail System Click the Message Notification tab in the Config window to establish how and when you want to be notified about incoming voice messages Config Lets you create voice mail groups Use this tab to set the notification options 66 AltiAgent Manual Thetypes of messages to which you want to be alerted none urgent voice messages only or all voice messages Schedule during what hours you want to be alerted How and where to notify you select an option in the Message Notification or Reminder Message by calling section If you want to use an outside number use the drop down list to select the trunk access you want to use Queue condition if you want to be notified when the queue time is longer than the number of seconds you specify and or the calls in the queue exceed the numbe
18. DIAL HANGUP TRANSFER CONFERENCE send calls to AA auto attendant or VM voice mail and FLASH mectme a 87 e cow _ Creaa Tov O Losin BOG Gr Qnem H AUG OWED Mute and Volume Control buttons are displayed when you have logged in as an IPTalk user The READY NOT READY buttons tell the system you are ready not ready to receive workgroup calls The WEB DATA button lets you display data associated with the calls send web pages or URLs to the user or share web pages 18 AltiAgent Manual The USER MEMO button lets you type a brief memo about a call caller while you are on the call Later click the Memo button on the History tab to see the note The LOGIN LOGOUT button allows you to log in to different workgroups and or log out of workgroups When IPTalk is enabled a headset volume control can be opened by clicking the Volume Control button e When IPTalk is enabled a Mute button is available The button is a toggle When the conversation is muted a mute symbol appears in the main window 1104 Connect STATUS NAME Cc o 5 amp gt gt a E Monitor History Workgroup Queue and Speed Dial Tabs Clicking the button gives you five more tabs to work with Monitor History Workgroup Queue and Speed Dial See the appropriate sections for information on working with these tabs NUMBER NAME DATE TIME af 2500 07 25 06 17 34 39 2500 07 2
19. Dutton to open Microsoft Outlook The meeting invitation is pasted into a new message in Outlook and the Outlook Subject field is filled in with Conference Call Invitation Choose the people to whom you want to send the invitation make any edits you may want to make and click Send AltiAgent Manual 35 Cc o 5 a ba gt amp E Starting and Stopping a Meeting The meeting host and the MaxAdministrator maxdmin can start and stop a meeting To start a meeting if you are the host select the meeting in the MeetMe Conference window and choose Start Once the meeting is started the host can log into it see Joining a MeetMe Conference on page 37 To stop a meeting before its scheduled duration is over select the meeting and choose Stop Manually stopping a meeting frees up resources Otherwise the resources will not be freed until the scheduled meeting duration is over What the MeetMe Conference Host Can Do If you are the host of a MeetMe conference in addition to starting and stopping a meeting you can Mute other participants Drop participants from the conference Make someone else the host To do any of these right click the person s name in the AltiAgent window and choose from the menu Account Code Start Recording e Recording Pause Reco Join To Gonference Drop From Conference Change Host Mute Unmute Continuing a Meeting Beyond Its Duration Time When
20. ID and caller name if available as well as the amount of time the call has been in the workgroup queue and its priority queue time QO Pickup Export Print 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 at a specific priority level Priority queue time will be reset to 0 when the call s priority is promoted to a higher level 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 52 AltiAgent Manual Using ActiveX Control with Third Party Applications The AltiAgent ActiveX Control Object is an ActiveX Object It works with AltiAgent by getting call related information from Alti Agent 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 AltiAgent ActiveX Programmer s Guide available from AltiGen s web site w
21. Nattierblue default or Burgundy as the color of the AltiAgent window Miscellaneous Release Link Tie IP Trunk When checked clicking the Transfer button will automatically send send FLASH to release a tie trunk if the incoming call is through an IP trunk Option is disabled by default Important Before checking this check box see your phone system administrator If your company is using multiple systems and the tie trunk feature the administrator needs to have used AltiEnterprise Manager to synchronize the systems Otherwise this feature will not work Note The call to be transferred must originate from an AltiServ system running 5 0 or later Disable Auto Format If the MAXCS server s country code is US Canada AltiAgent automatically adds the long distance international dialing prefix corresponding to the server s country code when returning a call from voice mail or when making a call from Call History If this is not right for your situation check Disable Auto Format 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 Advanced e E Q c 0 E OK Cancel AltiAgent Manual 59 The first three radio buttons provide choices for when to open a text chat session during web based calls that is whether to open IPTalk in c
22. Setting Up One Number Access esee ess 61 Call Handling hoes da eked ati atte BIRR eae VES 63 Message Notification 0 0 00 cee eee eee ee 66 Voice Mail Groups Distribution Lists 67 Working on Voice Mail Group Lists 68 Station Speed Dialing Setup 0 000 69 System Speed Dial Numbers 0 000 71 Index i eRNEWesneUPEeRRe MEAS eae vis 73 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 year for all parts from the date of the first end user purchase Whom the Warranty Protects 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 Rep
23. Troubleshooting IP Connectivity 11 U uninstall 4 URL sharing 45 URLs 45 V VM groups 67 voice mail 24 attaching anote 42 forwarding 43 groups 44 playing 41 saving 42 voice mail list 40 voice mail state 17 W web page pushing 45 web pages 45 web based calls 59 Windows tray 11 workgroup 47 AltiAgent Manual 75
24. a voice mail message forwarded from another extension Click on the column headings to sort the data Right click on a message row to perform any of the actions listening to saving returning messages described in this section Listening to Your Voice Mail In the Voice Mail list select the message and use the voice mail controls shown below to play rewind or fast forward You can also use these commands on the right click pop up menu You have several listening options which you can configure as described in General Information on page 56 You can listen using the sound card on your PC or your phone You can play the message while it s downloading or wait until it s completely downloaded to play it AltiAgent Manual 41 When you listen to a new message the envelope icon changes from closed to open indicating that the message has been heard As the message is played the status window displays Play Use the tape player type buttons to perform the following functions uu n y b ON AO OOM Return cai Ss Delete Fast Forward If you click another message in the list the current message stops playing Saving Remotely or Locally To save a message as a wav file that you can play back later right click the message A dialog box opens letting you choose how you want to save the file Savein remote saves the message on a remote server in a location designated by the system administrator Save in local let
25. abase access options Default Trunk Access The trunk access codes are defined by the system 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 56 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 can have the message play as it downloads or you can download it completely and play it on an external media player IPTalk If you are using IPTalk Echo Suppression is checked by default TOS Hex The ToS byte indicates the type of service For IPTalk you need high priority service and the default of 00 set here indicates high priority service However if your company router supports DSCP EF then set this field to A0 The ToS value is IP Gateway based For guidance see your system administrator From the Voice Through drop down list choose the sound card that will carry the incoming and outgoing voice It could be a sound card in your PC or it could be a USB based sound card in your headset system From the Ring Through drop down list choose the device that will carry the incoming ring When you re away from your desk you may prefer the ring to come through your PC speakers rather than your headset system Screen Pop Audio Beep an
26. air 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 v 3 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 AltiGen 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 To
27. at indicates the sort order ascending or descending Click again to reverse the sort order erhaedul f Arrow indicates sort order Use the scroll bar at the bottom of the window to display additional columns if necessary Change column size by clicking and dragging a column border Change column order in the current window by dragging a column head to where you want it You can open more than one MeetMe Conference window and work with different meetings and displays in each one You can double click a meeting to open the Modify Meeting dialog box AltiA gent Manual Using the Calendar Button The Create Meeting and Modify Meeting dialog boxes use Calendar buttons for date selection To select a date click the Calendar button When the calendar is open use the Up Down arrows to select the year or you can type in a year and then press Enter Click the Calendar button again to close the calendar Creating a Meeting To create a meeting click one of the Create buttons The Create Meeting dialog box opens Create Meeting x ID Scheduler Admin Schedule Time 10 26 2006 14 06 01 Subject wee The options in Reserve Seats 3 Host the middle panel change depending on the schedule you select Frequency One Time Only he Duration 30 minutes Ec 9 Now OnDate Date 10 26 2006 E Stat 02 05PM v Security Options EJ Require Conference Passcod
28. c o 5 amp gt gt E 12 54 26 In System v DND OFF _ GROUP DNIS LENGTH CONFERENCE 4 Status panel Idle isplay calls in this table Click to end m mail a See LOGIN J Call controls The window displays the following The Workgroup Status panel Displays statistical information about the current workgroup If you re logged into more than one workgroup you can click a tab above the panel to view another workgroup AltiAgent Manual 15 The statistics are largely self explanatory but it may be noted that the Se rvice Level represents the percentage of workgroup calls taken out of queue before the Threshold time has expired Click the View button at the right of the Workgroup Status panel to see additional information AltiAgent 237 zi Feon 00 Cli IVR DATA User Data is entered either by you using the User Memo button or by another workgroup agent who transferred the call to you Data programmed by your system may also appear here User data entered here appears on the History tab in the Note column when the call is completed IVR Data is collected from caller input in response to auto attendant requests Your system may not use this capability ick the View button again to return to the workgroup statistics view The Status panel Displays the status of the currently active call the current time an Activity drop down
29. ce 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 44 System based groups are set up by the system administrator You can use but not edit these lists in AltiAgent Personal groups are set up and modified in your AltiGen Voice Mail System AltiAgent Manual 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 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 Web Data dialog box Cc o 5 a ba amp E Web Data ttp www altigen com Add Delete Push Share Viewing Caller Data The Source Contact panel displays data collected in various way
30. cord with a later timestamp Also the timestamp for call data is based on the client system while the timestamp for voice mail messages is from MAXCS Thus the times displayed here may not match those in the voice mail view in the main window Length the length of time of each call DNIS DNIS digits collected if available Group Group number or name Note a note attached to the call A note can be entered during a call or while it is ringing by clicking the User Memo button in the main AltiAgent window typing the note and clicking OK To enter a note later click the Memo button in the lower left of the History tab type your note and click OK Use the Delete button to delete a single call history entry Use the Delete All button to delete the entire call history list AltiAgent will ask you to confirm the deletion click Yes to delete or No to cancel G AltiAgent Viewing Workgroup Statistics Click the Workgroup tab to view statistics on workgroup activity for the monitored workgroups 50 AltiAgent Manual MONITOR HISTORY AGENT S PERFORMANCE SUMMARY SIN TOTAL 3E Last Logged In Time 04 28 04 11 23 54 04 28 04 Last Logged Out Time ZE Total Logged In Time Ji 13 23 00 13 23 00 Total DND FWD Time Apply to all WG f Total Inbound Calls Answered me ape i 0 J Total Talk Time 00 00 00 00 00 00 00 00 00 Average Talk Time 00 00 00 00 00 00 00 00 00 Total Co
31. d 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 actions For AltiAgent to pop up you cannot have closed the application entirely but it can be minimized Select the Audio Beep check box if you want your PC to beep you when you have a call Note The Screen Pop and Audio Beep selections on this screen differ from the Alert option you can select in the Advanced dialog box which alerts you when a call goes into your workgroup s queue See Advanced Options for Web based and Workgroup Calls on page 59 for details Select the Auto Close check box to have AltiAgent close the pop up window after you have finished with the call AltiAgent Manual 57 Q e gt vo E e E 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 Note Ifyou select Outlook MAXCS 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 wan
32. e fX Announce Participant Name Passcode OK J Cancel J The following parameters apply to all meetings Parameter Description ID The conference ID is created by the system AltiAgent Manual 31 Cc o 5 amp P amp D z Parameter Description Scheduler The name of the person scheduling the meeting Schedule The time the Create Meeting dialog box was Time opened to create this meeting Subject Identifies the subject or type of meeting What you enter here should be easily identifiable in the meeting list Reserved Use the Up Down arrows or type in a number up Seats to 30 to indicate the number of expected participants Host Select the extension number of the host of this meeting The host can start and stop the meeting and can mute and drop meeting members Schedule Select the frequency of this meeting from the drop down list A weekly or monthly meeting can actually be specified as every 2nd week month or every 3rd week month and so on Middle panel Options in the middle panel vary according to the frequency of the meeting See the sections below this table Require If you check this no one can participate who does Conference not enter the conference passcode that you supply Passcode Passcode If you are requiring a passcode enter it here Announce If you want participant names announced when Participant t
33. e following AltiGen licenses are required AltiAgent requires an AltiAgent seat license for each user The IPTalk feature requires an IPTalk license for each user ACT and GoldMine integration require an Integration Connector license for each user A system administrator can verify the licenses in MaxAdministrator by selecting License Client License Management from the main menu 2 AltiAgent Manual Installation The client system must meet the following minimum requirements CHAPTER 2 3 o EA m D o E IBM PC AT compatible system 1GHz CPU or above Windows XP Professional or Windows Vista Business Edition 250 MB available hard drive disk space 256 MB RAM SVGA monitor 800 x 600 with 256 color display or better Keyboard and mouse MAXCS ACC ACM 6 0 running on a server accessible to this client Pre Installation Checklist Before installing AltiAgent make sure the following is done MAXCS ACC ACM 6 0 has been installed on the system server TCP IP is enabled on both machines The client is able to connect to the server on the network The person installing AltiAgent has local administrator rights on the client PC The AltiAgent License Key has been installed and activated on the system server Installing AltiAgent on a Client System When the above items are done follow these steps on the client machine l 2 Exit all Windows applications Insert the MAXCS 6 0 Clients CD into the
34. e meeting by clicking the Down arrow and using the slide bar 34 AltiAgent Manual 4 Select either On Date to specify a day of the month by number for example the 10th day of the month or select On to specify a day of the month by name for example the first Monday of the month 5 If you use On Date the specified date for example the 10th day of the month may sometimes fall on a weekend day Check the box Hold during weekend if the meeting will be held even on a weekend day 6 Inthe Range of Recurrence panel use the Calendar button to select a date for the first meeting 7 Select End after x occurrences and choose the number of times the meeting is to occur or select End by and click the Calendar button to specify a date by which the meetings will cease E mailing a Meeting Invitation In the MeetMe Conference window click the Email button to see an J automatically generated meeting invitation It will look something like this AltiGen MeetMe Conference Call Invitation x AltiGen MeetMe Conference Call Invitation You are invited to attend a Voice Conference Meeting Scheduled at 05 24 2006 12 35 duration is 30 minutes Subject Human Resources Emergency Meeting ID 001 Meeting Passcode N A Please call XXX XXXX ext XXXX or just dial ext xxxx if you call from within the company Regards pe W ame 8 Send By Outlook ok In the Invitation window you can then click the Send By Outlook
35. field in AltiAgent and then press the Enter key on the keyboard 2 After you hear a dial tone type the second party s outside number in the number field and then press the Enter key on the keyboard again 3 Noweither click the HangUp button or wait to announce the caller and then click the HangUp button Conference Calls There are two types of conference calls in AltiAgent Station conferencing In this type of conferencing when you re on a call you can dial a third party and then conference that party in to the call Any internal user is able to add parties to this type of conference call MeetMe conference If your company has this feature available you can schedule a meeting to take place at a specified time in the future and invite people to the meeting Invited people call the MeetMe conference extension number to join the meeting at the designated meeting time See MeetMe Conference on page 29 26 AltiAgent Manual Station Conferencing Note In order to conference incoming calls Single Call Waiting Multiple Call Waiting or Live Call Waiting must be checked in the AltiAgent Configuration window Call Handling tab While connected to the first party 1 2 Click the Conference button In the dialing field 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 status and you see a confirma
36. h Jan v Ext Outside Pwd Ring 20 v sec 4th f n v Ext Outside Pwd Ring 20 se9 e e E co c E e E q OK C Cancel e Apply 2 Select the times you want to be available to ONA callers AltiAgent Manual 61 If you choose Enable schedule based access you can set up to four different schedules in the dialog box that pops up Schedule 04 30PM f J0 amp O00PM v 00 00AM wf jO0 00AM v OK Cancel 3 Check the Enable Call Screening check box if you want the system to prompt the ONA caller to record a caller name to continue ONA 4 Ifyou want check the Verify Caller ID based on the following 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 10 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 If you 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
37. he question Is 710 an area code the result is recorded inatext file AreaPrefix txt sothat AltiAgent will not have to ask you again about that number If you want to remove the number open the file delete the number then restart AltiAgent The typical address for the file is c program files AltiGen AltiA gent AreaPrefix txt Dialing Speed Dial Numbers To dial Speed Dial numbers click the button and then click the Speed Dial tab NUMBER NAME DATE TIME LENGTH DNIS GROUP NOI 07 25 06 17 34 39 B 07 25 06 17 30 40 07 25 06 17 22 09 n7125in 17 21 36 Delete Delete All C Print This tab lists Station Speed Dial numbers that you have configured in AltiAgent and it lists System Speed Dial numbers if any that have been set up for your extension by the system administrator You can see in the Type column which numbers are station numbers and which are system numbers To call a speed dial number double click the row of the number you want to call or single click the row in the Type column See To add or edit station speed dial numbers on page 61 for details on setting up speed dial numbers Redialing To redial the last number called click the Redial button 22 AltiAgent Manual 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 Offhook
38. he recording AltiAgent Manual 37 e 9 5 a gt gt amp To record a call 1 While connected to a call right click on the conversation to open a drop down list AltiAgent 237 Calls in Queue 0 Agents Logged In Exceed Threshold 0 Agents Busy Longest Queue Time 00 00 00 Agents Not Avail Service Level 100 Agents Idle OUTBOUND ALT COMMUNICATI 5102526353 Connect In System Y DND OFF STATUS NAME NUMBER GROUP DNIS LENGTH CONFERENCE Connect ALT COMI 7777 7777707077 Account Code Step Recording Jain To Conference Drop From Conference change Host Mute Unmute 2 Select Start Recording The recording will be indicated by a small red cassette tape icon in the top right AltiAgent window If your system administrator has set the Insert Recording Tone option for your extension both parties will hear a beep when the recording begins 3 To pause recording right click on the conversation and select Pause Recording 4 To end recording right click on the conversation and select Stop Recording Note Do not enter an account code while recording doing so will disconnect the call To listen to the recording If the system is set to save the recording as your voice mail you can hear the recording through the AltiGen Voice Mail System If the recording is being saved to a centralized location contact the system administrator for the location 38 AltiAgent Manual Us
39. hen you answer an ONA call you may be required to enter your extension password depending on the configuration for your extension set by your system administrator Before You Set Up ONA ONA must be enabled for your extension by your system administrator 60 AltiAgent Manual The settings on your AltiAgent Call Handling tab must not conflict with ONA Specifically Enable Do Not Disturb must not be checked If it is when your line is busy all calls will go into voice mail and not to the ONA forwarding numbers you specify Enable Forward to must not be checked If it is all calls will be forwarded according to this setting See Call Handling on page 63 for details on these settings Setting Up One Number Access To set up one number access 1 Click the One Number Access tab in the Config window Config 69 Y Message Notification Y Station Speed Y System Speed Y Hy General Info V One Number Access Y Call Handling L i Disable Enable during non business hours Enable at any time Enable schedule based access Enable during business hours Call Screening i Enable Call Screening Caller ID Verification Verify Caller ID based on the Following orwarding Numbers For outside number choose the trunk access code and enter the number in the edit box e g 14155551212 as fany v C Ext Outside Pwd Ring Pig sec and f n v Ext Outside Pwd Ring 20 sec 3t
40. hey enter the meeting check this check box Name Fill in the fields of the Create Meeting dialog box and click OK See the following sections for directions on filling in the fields in the middle panel of this dialog box Note Ifother scheduled meetings have already reserved resources for the time period and sufficient resources are not available for the meeting you are attempting to schedule a message pops up telling you that there is a resource conflict 32 AltiAgent Manual One Time Only Meeting If you select One Time Only from the Schedule drop down list these are your options in the middle panel Duration 30 minutes T 9 Now PEE TEN On Date Date 10262008 E stat Co205PM 9 1 Specify the duration of the meeting using the Up Down arrows 2 Ifthe meeting is to begin as soon as it is scheduled select Now 3 Ifthe meeting is to begin at another time select On Date and enter a date and start time To select a date click the Calendar button To select a start time click the Down arrow and use the slide bar Cc o 5 a gt gt amp z Weekly Meeting If you select Weekly from the Schedule drop down list these are your options in the middle panel Schedule Weekly Duration 30 minutes j Start 12 00PM v Every EZ week s on Sunday 1 Monday 1 Tuesday F Wednesday E Thursday 1 Friday E Saturday Range of Recurrence Begin 06 13 20
41. ice mail The Activity drop down list Lets you select your whereabouts so that others may be informed Click the Down arrow and choose Select beside the appropriate category In System In Personal Meeting Away Travel PTO personal time off The remaining three activity codes 7 8 9 may or may not be customized by your system administrator The activity category you select appears on the button You can record a greeting for each away from desk activity status by selecting Record beside that activity and then using your phone or headset to record a greeting AltiAgent Manual 17 Cc o 5 a gt gt amp z In System gt In Personal gt You can record and Select review a greeting Away Review for each away Travel P Record from desk activity uu d status Custom 1 gt Custom2 gt Custom 3 b To hear the greeting played back select Review Change your greeting whenever you want to The DND button Is a toggle that turns Do Not Disturb on and off When Do Not Disturb is on the button label turns red and becomes DND ON All incoming calls are forwarded according to your Enable Busy Call Handling settings Note Ifthe system administrator has disabled the Do Not Disturb feature for the extension the DND feature will not be available to you If you select DND an alert pops up informing you that DND is not allowed Call Controls Provide single click functions to HOLD RE
42. ineG or ACT 20 AltiAgent Manual The list can display up to 2 000 entries If you are working with more than 2 000 entries you can find the entry by name search even if the entry is not one of the 2 000 that are displayed Calls in Queue Agents Logged In Exceed Threshold Agents Busy Longest Queue Time 00 00 00 Agents Not Avail g Service Devel Agents Idle OUTBOUND 2500 13 38 57 Ringing Meeting Y DND OFF STATUS NAME GROUP DNIS LENGTH CONFERENCE T 00 00 00 Ji Iv yua byny Burst C reany i amor READY CREDIAL_ hancur Granseer Ceon When Your Number Is Questionable If your system s IP trunk access code is 7 when you dial 7101234567 the number could have two meanings 7 is the IP trunk access code 101 is the IP dialing entry and 234567 is the target number e 710 is the area code and 1234567 is the number In this case an AltiAgent message box asks you Is 710 an area code AltiAgent Manual 21 e f youclick Yes AltiAgent inserts the trunk access code 9 and long distance number 1 automatically e If you click No AltiAgent dials this number out directly and 7 is treated as an IP trunk access code If the number you dialed is shorter than 10 digits 3 digit area code 7 digit number AltiAgent sees the 7 as an IP trunk number and dials this number out directly Each time you answer t
43. ing 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 to require account codes for all outbound calls the Account Code dialog box pops up prompting you to enter an account code for each outbound call The dialog box may or may not contain a list of account codes depending on how the administrator has configured your extension Enter an account code and click OK If your extension configuration allows you to override the account code requirement you can either enter an account code in the field at the bottom of the dialog box or enter ff to bypass the account code altogether Optional account codes You may enter an account code without being prompted To associate a call in progress with an account code 1 Right click the number in the Calls List and choose Account Code from the menu Cc o 5 amp gt gt E el AltiAgent 237 N fconfigW Oe Calls in Queue 0 Agents Logged In Exceed Threshold 0 Agents Busy Longest Queue Time 00 00 00 Agents Not Avail Service Level 100 Agents Idle OUTBOUND ALT COMMUNICATI 5102526353 13 03 06 Connect _In System Y DND OFF GROUP DNIS LENGTH CONFERENCE 00 02 39 Start peaa LOGOUT 2 The Account Code dialog box pops up AltiAgent Manual 39 Account Code a
44. isor AltiConsole and CDR Search 6 0 2 Reboot your system 3 Goto lt local drive gt Program Files AltiGen Shared Files and remove AlpInterface dll 4 AltiAgent Manual 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 earlier AltiAgent software as appropriate gt o r D D fe 5 AltiAgent Manual 5 6 AltiAgent Manual CHAPTER 3 Getting Started Start AltiAgent from the Microsoft Windows Start menu by choosing Start gt All Programs gt AltiClient gt AltiAgent Note For users running Windows XP SP2 a firewall protection Security Alert may pop up when opening the login window If this happens click Yes to allow AltiAgent to run 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 since a large amount of data is transferred to your desktop lo o E z E e o d D a Q Logging In 1 Ifthis is your first login to this MAXCS ACC ACM system enter the system server s IP address or the name of the system server you will be using To obtain the server name or IP address ask your IT administrator Subsequently
45. istrator or authorized AltiGen dealer for details on obtaining this equipment All the call handling functions are the same as when you log in locally You can pick up voice mail forward local business office phone calls to another site such as a home desktop PC and even receive phone calls as you would at the office To log in from a remote location 1 Ifyou connect to the Internet through a modem connection establish a connection to your internet service provider ISP 2 Loginusing your Extension and Password as usual 3 If you will be using a headset plugged into your PC select the IP Extension Integrated with IPTalk check box 4 Click OK IP Extensions Using IP Talk To use IPTalk you need an AltiGen certified USB headset system your phone system administrator or AltiGen dealer can recommend headsets Important You can run only one instance of AltiAgent with IPTalk per system To make and receive calls using IPTalk 1 Connect your headset to your PC 2 Usethe AltiAgent dialing and call accepting functions as usual to make and receive calls 10 AltiAgent Manual 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 MAXCS server As a test you can choose Run from the Windows Start menu then enter Ping IP address ENTER where IP address gt is the MAXCS system you want t
46. ll handling for your extension Q e gt vo E e E AltiAgent Manual 63 Cancel Apply 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 Note 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 Do Not Disturb If you check Enable Do Not Disturb all incoming calls are forwarded according to your Enable Busy Call Handling settings described below If you check Enable Do Not Disturb use the Activity drop down list to select the activity that applies to you 1 In System 2 In Personal 3 Meeting 4 Away From Desk 5 Business Travel 6 Personal Time Off 64 AltiAgent Manual The remaining three activity codes 7 8 9 may or may not be customized by the system administrator Note Checking Enable Do Not Disturb here has the same effect as clicking the DND button in the AltiAgent main window Also if System or Personal is the activity you select it will not be displayed on the AltiGen 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 call
47. mp INDEX ACCOUNT CODE AccOUNTNAME fy New Lead Existing User testit 3 Inthe Account Code dialog box select an account code if a list is displayed and click OK If a list is not displayed enter an account code in the Enter Account Code field and click OK Note Do not enter an account code while recording doing so will disconnect the call To change the account code for a call in progress repeat the steps above entering the new account code to assign the call to Using Voice Mail When you click the Voice Mail tab in the main window you see the voice mail list 40 AltiAgent Manual Calls in Queue Agents Logged In LOGOUT Exceed Threshold Agents Busy Longest Queue Time 00 00 00 Agents Not Avail Service Level 100 Agents Idle 15 42 15 In System DND OFF _ DATE TIME LENGTH L 15102526353 09 12 06 14 24 10 00 00 03 E 5102526353 ee 14 21 26 00 00 04 00 00 00 C reany a amor READY OGG SOE OOS LOGOUT ALTIGEN COMMLNICATIONS New voice mail messages are indicated by a white closed envelope icon in the status panel of AltiAgent Cc o 5 amp gt zi a E e If the new message is urgent a red envelope icon is displayed Heard voice mail messages are indicated by a white open envelope icon e If the message is saved a blue open envelope icon is displayed e A paperclip symbol on the envelope indicates an attachment
48. n monitor workgroup related statistics workgroup call pickup and member login logout In addition AltiAgent integrates with Microsoft Outlook and Outlook Express ACT and GoldMine for caller screen pops and dialing out from these applications Call information can be stored to an internal or external CDR database for future review and analysis New in Release 6 0 e E 164 support for call history and return calls E 164 number support when dialing from Outlook Microsoft Outlook and Outlook Express Support AltiAgent 6 0 supports Microsoft Outlook 2003 and 2007 and Outlook Express 5 0 allowing you to obtain phone numbers to dial from a Microsoft Outlook Contact list AltiAgent also lets you see the incoming calls that have a matching record in the Contact list You must set up the Outlook Contacts list prior to using this feature A Country Code field can be configured in the Configuration window General Info tab by the local user to help convert standard international phone numbers in Outlook to correct digit strings for MAXCS AltiAgent Manual 1 3 o EA m D o E ACT GoldMine Support AltiAgent 6 0 supports ACT 2005 2006 and 2007 and GoldMine 6 0 6 5 and 6 7 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 Licensing Th
49. nistrator 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 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 Cc o 5 a ba gt amp E Choosing Workgroups to Monitor To choose workgroups to monitor l Click the Expand button in the AltiAgent main window then click the Monitor tab 2 Click the Change button on the Monitor tab to open the Change Monitor dialog box AltiAgent Manual 47 r Change Monitor 6 Extensions to which your system administrator has given you monitoring rights are listed here in addition to any workgroups 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 will be listed on the Monitor tab 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
50. nk AltiConsole VRPlayer Zoomerang IPTalk Alti Mobile Extension AltiReport and SuperQ 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 2008 All rights reserved Part Number 4503 0001 6 0 Contents Contents o ovx vs CECI Ie RR CK tue Rng A RIA RUN i Warranty vll dis des Siete pe Aere eg ers meds M CHAPTER 1 About Alti gent ccc ccc cece cece ese eesceeces 1 New in Release 6 0 0 0 00 e eee eee 1 Microsoft Outlook and Outlook Express Support 1 ACT GoldMine Support 0 00 00 000 2 LICENSING see EDEN AREA REIN E eae 2 CHAPTER 2 Installati n DE 3 Pre Installation Checklist llle lesser 3 Installing AltiAgent on a Client System 3 Uninstalling AltiAgent 00 0 2 4 Automatic Upgrade 0 0 0 eee ee eee 4 Downgrade Procedure 0 0 c eee eee eee eee 4 CHAPTER 3 Getting Started cois cea ee rh he owe ow as lee ewes 7 Lose In ius ce e ERR RR RR pA CR tly 7 Workgroup Login seeeeeeee eee eee 8 Logging Out or Changing Workgroups 9 Version Mismatch Dialog Box 0 00 00 02 eee 9 Reconnecting to AltiAgent 0 000 esee 9 Logging In Remotely 00 0 0 0 cee eee ee eee ee 10 IP E
51. nnected Outbound Calls 0 0 oO 1 Total Talk Time 00 00 00 00 00 00 00 00 00 1 Average Talk Time 00 00 00 00 00 00 00 00 00 Total Number of Wrap up 0 Total Wrap up Time 00 00 00 00 00 00 1 Average Wrap up Time 00 00 00 00 00 00 Total Number of Calls On Hold o 0 o Total Hold Time 00 00 00 00 00 00 00 00 00 Average Hold Time 00 00 00 00 00 00 00 00 00 Export Print Most of the data is self explanatory but you might note the following Cc o 5 amp gt gt E 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 tab 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 in the AltiSupervisor Manual These statistics are cleared if the system is reset Click the Export button to export the statistics as a csv comma separated values file Click the Print button to print the statistics AltiAgent Manual 51 Viewing Queues Click the Queue tab to view the calls in queue for the monitored workgroups The call data includes the Caller
52. o 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 Also check to verify that the necessary ports are open Q o ri E Co o mp o 2 Exiting and Minimizing AltiAgent To exit AltiAgent click the X in the top right corner of the screen To minimize AltiAgent Config leisy click the Minimize symbol f AltiAgent shrinks to a phone icon in the tray in the lower right corner of your screen To exit AltiAgent when it is minimized right click the phone icon and select Exit Pop Up AltiAgent when You Geta Call You can configure AltiAgent to pop up when you have incoming calls Pop ups work when AltiAgent is minimized but not when you have exited See Screen Pop Audio Beep and Auto Close on page 57 Using the Windows Tray Phone Icon After you log in the AltiAgent icon a yellow phone is displayed in the Windows tray normally at the bottom right of your screen When you have new voice mail the phone icon is replaced with a yellow envelope icon sam B AltiAgent Manual 11 If AltiAgent is not on your Windows desktop but either icon appears in the Windows tray 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 Windo
53. 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 a description of the problem For additional information contact your AltiGen Dealer or AltiGen Communications Inc 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 vi AltiAgent Manual CHAPTER 1 About AltiAgent AltiAgent is a Windows desktop application designed to improve the performance of workgroup and call center agents in a MAX Communication Server ACC ACM MAXCS environment AltiAgent allows workgroup agents to manage workgroup calls from their computers It allows direct access to call handling and other functions including the following Viewing caller data for example IP address account number credit card number name and so on sent with an incoming call Pushing or sending a URL or web page to a web based call Viewing and printing workgroup call data With AltiAgent you ca
54. oordination with the calls You can choose always never or to be asked each time you receive a web call Select the Pop up caller data information when you receive a WebCall 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 45 Select Alert for calls in queue to have AltiAgent alert you via a screen pop and audio beep when a new call enters the workgroup queue Ifthe MAXCS server s country code is not USA Canada AltiAgent displays the check box Insert long distance international dialing prefix When checked AltiAgent will add the long distance international dialing prefix corresponding to the server s country code when returning a call from voice mail or when making a call from call history If the MAXCS server s country code is USA Canada this check box is not displayed 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 specify the Caller IDs for the calls you want forwarded and the numbers where you can be reached If the system is unable to connect the call 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 W
55. ort extensions by number or by name Note You can forward a call to voice mail without answering it by clicking the To VM button and selecting an extension while the call is ringing Transferring to Auto Attendant To transfer a call to an auto attendant while connected to a call click To AA on the main window Use the drop down list to select the operator or an auto attendant to transfer to You can sort the list by number or by name Cc o 5 amp gt gt a E DOO Operator Note You can forward a call to an auto attendant without answering it by clicking the To AA button and selecting an auto attendant while the call is ringing AltiAgent Manual 25 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 Busy Call Handling and No Answer Handling on page 65 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 While connected to an outside caller from a Centrex trunk type F in the number
56. r you specify You can be notified with the appropriate information in a screen pop an audio beep or both If you don t click OK in the screen pop the information it contains will be updated when the threshold is crossed again This setting applies to all workgroups an agent belongs to Check the Enable Queue Alert check box and specify your settings Voice Mail Groups Distribution Lists You can set up voice mail VM 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 up to 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 MaxAdministrator You can use but not edit these lists in AltiAgent Personal groups are set up and modified in AltiAgent or in your AltiGen voice mail system Q e gt vo E e E AltiAgent Manual 67 Working on Voice Mail Group Lists To work on your personal voice mail groups on the Message Notification tab click the VM Group Edit button The VM Group Edit dialog box opens vMGroup Edit VMGROUP NUMBER NAME COMMENT To create a voice mail group 1 Click the New button in the VM Group Edit dialog box The Create Group dialog box opens EXTENSION NUMBER NAME O Ext 2551 O Ext 2501 L
57. rements 3 IP extension troubleshooting 11 IP Talk License 2 J join to conference 28 joining MeetMe conference 31 L live call handling 66 meeting by phone conference 31 MeetMe conference joining 31 MeetMe conference using 29 Microsoft Outlook 1 58 minimize 11 minimizing AltiAgent 11 monitor window 47 monitoring 47 multiple call waiting 66 Music on Hold state 17 N NetMeeting 59 no answer handling 65 Not Ready status 45 notifications 66 O ONA call screening 62 ONA ring duration 63 One Number Access password 62 One Number Access configuration 66 One Number Access setup 61 74 AltiAgent Manual P pager and forwarding 64 Park state 17 password One Number Access 62 phone icon 11 phone meeting 31 pick up call from queue 52 pickup button 52 ping 11 Play state 17 pop up windows 11 proceeding state 17 pushing web data 45 R Ready status 45 reconnecting 9 Record state 17 recording calls 37 recording on demand 37 Release Link Tie 59 Ringback state 17 ringing 17 S saving changes 55 screen pop 11 59 service level 16 sharing web data 45 single call waiting 65 speed dial list 22 state column 23 station conferencing 27 station speed dialing configuration 69 system requirements 3 system speed dialing 71 T TCP socket 11 threshold time 16 transfer Index Centrex 26 transfer calls 24 transfer to auto attendant 25 transfer to voice mail 24 transferring calls to voice mail 25
58. s e From an Auto Attendant if the caller has input data there in either a PTSN or web call situation AltiAgent Manual 45 From Supplemental Caller Data including user data tagged to the call and data included by using the AltiAgent User Memo button DDR ActiveX I F or Agent ActiveX I F From caller data collected from the web page form From web URL paths a URL history Fromor input by the caller such as IP address name account numbers and so on including data from your external database such as Outlook if available Sharing or Sending a URL or Page The URL Sharing panel in the Web Data dialog box 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 Web Data dialog box click Add The Add URL dialog box opens Add URL D http www altigen com 2 Type in the URL or web page specification and click OK The URL now appears in your URL Sharing list Web Data SOURCE CONTACT URL SHARING COMMENT IEEp Jf www altigen com add delete push Share 46 AltiAgent Manual 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 admi
59. s when you re already on the phone or when you can t answer the phone for example when you ve checked Enable Do Not Disturb If you want to use the auto attendant 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 administrator has enabled queuing for you or your workgroup Number of Rings Before Forwarding The Number of Rings Before Forwarding setting pertains to almost all the options on this tab It is the number of times the phone rings before the system forwards the call to an extension voice mail or the auto attendant To have AltiAgent automatically pick up the call check the Enable Automatic Answering after x Seconds check box and use the arrow keys to choose the number of seconds Note The default setting is 0 seconds If the duration is set to 0 all incoming calls will go to connect state right away Neither caller nor callee will hear a ring tone Call Waiting Options Call waiting options are available only if the Enable Busy Call Handling check box has been checked but this option is available only for personal calls Single Call Waiting sets up single call waiting This feature gives an alert tone audio beep to indicate that a call is waiting Single Call Waiting must be selected in order to conference incoming calls AltiAgent Manual 65 Q e gt vo E e E Multiple
60. s you name the wav file and choose a directory on your local computer in which to store it You can then play the wav file on a media player Deleting a Message To delete a message select it and click the Delete button or use the right click pop up menu and select Delete Returning the Call To return the call select it and click the Return Call button or use the right click pop up menu and select Return Call Attaching a Note To add a note to accompany a voice mail either type it right into the Note column or right click the voice mail and select Note 42 AltiAgent Manual 5102526353 Relevant to the XYZ issue Type the note in the area provided and click OK The entry will be displayed in the Note field of the voice mail Forwarding Voice Mail c o To forward a voice mail to an extension or a VM Group a gt 1 Right click the voice mail in the Voice Mail view of the AltiAgent main window and select Forward The VM Forward dialog box z T D pens 3 VM Forward 6 VMGROUP NUMBER NAME COMMENT System Di Exchange y RENE NUMBER NAME JE Virtual Ext JE virtual Ext Gil HalF Ext Great A Ext Hope Deaf Ext Tom One Ext Fly High Ext Car Mode Ext Free Help Ext Sam Mile Ext Ext Group Two Ext Group one IP Ext Hammer Stop Virtual Ext Follow Happy
61. sion 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 OK Cancel 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 If the transfer is canceled AltiAgent reconnects the call to your exten sion The call is also reconnected if the third party doesn t answer How to display User data on the IP phone When a call is being transferred using AltiAgent the person transferring the call can type a brief note in AltiAgent which will then be displayed on the LCD of the person receiving the call as well as on that person s AltiAgent screen To do this after answering a call and before transferring it do the following 1 24 In AltiAgent click the User Memo button in the lower right of the AltiAgent screen The Memo dialog box opens In the Memo field enter DISP and follow that with your text for example DISP new customer in the Memo field DISP for display is case sensitive and supports only inbound trunk calls AltiAgent Manual Transferring to Voice Mail While connected to a call click To VM on the main window In the box that pops up choose the extension number you want to send the call to then click OK You can s
62. t to use You also have these additional options 58 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 Select the For Dial by Name check box to enable access to the names in the database directory when you dial With this option checked 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 MAXCS Match Digits Select the number of digits to match for caller ID Matching starts from right and moves left This option is for calls that go through IP and for international calls that have a digit prepended like 0 For example if you choose 7 the default in the Match Digits field and the number is 10 10 10 6 915102529712 AltiAgent would match the last 7 digits or 2529712 to identify the caller for you Check the Update database when click OK check box at the bottom of the tab to refresh the data AltiAgent accesses from the database Country Code If you selected Outlook or Outlook Express the Country Code field is displayed Enter the country code of the local AltiAgent user US country code is 1 AltiAgent Manual Color Selection Select either
63. the 25 feature code on your phone set AltiAgent Manual 69 Q e gt vo E e E To add or edit station speed dial numbers 1 Click the Station Speed tab in the Config window Config Me Notifi STATION ID NAME loo Workgroup Login z workgroup Logout 2 Click a Station ID to select it 3 Click the Edit button Or double click the Station ID The Station Speed dialog box appears Station Speed Workgroup Logout hd 4 Add or edit the Number Name and Comment fields 5 Click OK 70 AltiAgent Manual To delete station speed dial numbers 1 On the Station Speed tab click the Station ID and then click Edit or double click the Station ID The Station Speed dialog box opens 2 Click Clear and then click OK System Speed Dial Numbers Click the System Speed tab in the Config window to view speed dial numbers set up by the system administrator In AltiAgent you cannot edit system speed dial numbers or names but you can edit the Comment column To do so select the entry click the Edit button make your change and click OK Config 6 Message Notification L STATION ID NAME Corporate HQ 918882584436 New York Office 912125551212 v General Info Y One Number Access Y Call Handling Y e E Q c 0 E o Cancel Q Appl
64. the scheduled meeting time is up the meeting may continue if no other scheduled meeting needs the resources If another meeting is scheduled and the resources are needed for that meeting the current meeting is terminated 36 AltiAgent Manual Joining a MeetMe Conference Users calling from an extension can join a meeting by dialing the MeetMe Conference extension number Users calling through a trunk must first dial the company number then the MeetMe extension number Users are prompted to dial the meeting ID number If the meeting has not yet been started the user hears an appropriate message and can try again later If a passcode is required the user is prompted to enter the passcode 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 accessed at a centralized location Note The voice recording feature is only available on Triton Analog extensions and IP extensions 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 are in compliance with all applicable laws Recording on Demand When the system administrator has set your extension to record on demand either to a central location or to your voice mail you can use AltiAgent to initiate t
65. 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 Activity and Group if applicable The status can be one of the following dle the extension is not in use you can click the Status field to ring that extension Connected the extension is in use 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 48 AltiAgent Manual Voice Mail the extension is in voice mail Auto Attendant the extension is connected to an auto attendant Holding the extension is on hold Hold Pending the extension is awaiting hold Calling or Picking Up Calls If a monitored extension is Idle you can click its Status field to ring the extension If a monitored extension is Ringing you can click its Status field to pick up the call 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 to view an informational history of handled calls name no 04 27 04 16 16 10 00 00 00 25263t o 04 27 04 16 15 26 00 00 44 125263 name no 04 27 04 15 17
66. tion dialog box 6 AltiAgent Cc E 5 amp gt gt E OK gt Cancel After the third party answers you can announce the conference by clicking OK in the dialog box If the third party does not answer click the Cancel button Click the Conference button again to initiate the three way conference Both calls will be displayed as Conference status AltiAgent Manual 27 AltiAgent 2001 7 config OD 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 120 Conference STATUS NAME NUMBER GROUP DNIS LENGTH To add another party click the Conference button and repeat steps 2 4 When lines are holding you can add parties to a conference call 1 Right click on the hold call you want to add to the conference Connect in System DNOJOFF STATUS NAME NUMBER GROUP DNIS LENGTH CONFERENCE Connect Start Recording Pause Recording Stop Recording Drop From Gonference Ghange Host Mute Unmote 2 Select Join To Conference In the confirmation dialog box click OK to conference the caller 4 Click the Conference button again to initiate the three way conference Both calls will be displayed as Conference status To add another party click the Conference button and repeat steps 2 4 The maximum number of station conferenced parties is 6
67. ws method place the cursor at a window edge or corner then drag the window to the size you want Columns can be resized by placing the cursor on a column divider in the header area until the cursor changes to a movable double bar Il Then move the bar to resize the column Error Messages The following errors may be displayed as login or connectivity errors Error Message Description Solution AltiServ or MAXCS con nection limit has been exceeded No AltiAgent was found OR more than allowed number of AltiAgent users have attempted to log on Maintain the number of AltiAgent license keys or add additional ses sion licensing Cannot connect to AltiLink Please check server name or network connection You are not connected to MAXCS Check the server field IP address or DNS name by 1 Pinging the network server address OR 2 Try using the IP address of AltiServ if using the DNS name in the server field 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 awhile then try again Mail service is unavail able Please check with your administrator Voice mail service is not enabled on MAXCS Make sure voice mail service is started 12 AltiAgent Manual Error Message Description Solution Please register AlpInter face dll regsver32 AlpInterface
68. ww altigen com under Support gt Manuals gt 6 0 Manuals e 9 5 a gt gt amp AltiAgent Manual 53 54 AltiAgent Manual CHAPTER 5 Configuring Your Station Settings You can configure the following settings and options by clicking the FConfigW button in the upper right of the AltiAgent main window General Info password default trunk access and other settings One Number Access ONA forwarding of specific incoming calls This is available only when the system administrator has configured your extension to allow ONA Call Handling forwarding busy call and no answer call handling Message Notify how and when to notify yourself about incoming voice messages Station Speed your personal speed dial numbers System Speed personal comments for system speed dial numbers that have been entered in the system by the system administrator you cannot edit the numbers or names Note Some options may not be available to you Apply Button and OK Button In the Config window click Apply or OK to save your changes Apply saves your changes and lets you continue in the Config OK saves your changes and closes the Config window window e e E co c E e E AltiAgent Manual 55 General Information The General Info tab lets you edit your password the default trunk access code voice mail settings audio and video behavior IPTalk settings and external dat
69. xtensions Using IP Talk 0 0 0 0 10 Troubleshooting IP Connectivity 0 00 0 11 Exiting and Minimizing AltiAgent 04 11 Using the Windows Tray Phone Icon 11 AltiAgent Manual i Resizing the Display 12 CHAPTER 4 Using AltiAgent as a Workgroup Agent 15 Dialing Le eee teeth E E E HUP HER US VPE 20 Placing Calls on Hold sslsleleeeeeee eese 23 Using Call Waiting lsseeeeeeee eee ee eee 23 Transferring Calls 0 0 eee eres 23 Conference Calls 1 sls p e gs 26 Station Conferencing 0 eee ee eee eee 27 MeetMe Conference 0 cece eee eee 29 Working in the MeetMe Conference Window 30 Creating a Meeting llle 31 E mailing a Meeting Invitation 0 35 Starting and Stopping a Meeting 00 36 What the MeetMe Conference Host Can Do 36 Continuing a Meeting Beyond Its Duration Time 36 Joining a MeetMe Conference llle esses 37 Recording Calls ope op pe epe eer queat ee 37 Recording on Demand slslele eese 37 Using Account Codes s sinnani 0 0 0c eee a a eee 39 Listening to Your Voice Mail 0 00000 eee eee 41 Saving Remotely or Locally 00 00 0004 42 Deleting a Message sees 42 Returning the Call 0 0 ee eee 42 Attaching Noten saioe ao sowie
70. y AltiAgent Manual T1 72 AltiAgent Manual Index A AA state 16 account codes 39 ACT 1 58 ActiveX control 53 Activity 64 advanced database option 59 answer options 66 Apply button 55 auto attendant 25 auto upgrade 4 busy call handling 65 Busystate 16 C call handling 20 28 Centrex transfer 26 configuration 63 call history 49 call holding 23 Call Pending state 16 call transfer 23 call waiting 23 multiple 66 Centrex transfer 26 color selection 59 conference call 26 Conference state 16 conferencing station conferencing 27 using MeetMe 29 configuration callhandling 63 general 56 message notification 66 One Number Access 66 station speed dialing 69 Index connected 16 D databases 1 advanced options 59 dial by name 59 dialing by name 20 by number 20 selecting from alist 20 speed dial 22 dialtone 16 distribution lists 44 Do Not Disturb 64 downgrade procedure 4 drop from conference 29 E enable multiple call waiting 66 enable live call handling 66 enable multiple call waiting 66 enable single call waiting 65 Error call state 16 error messages 12 exit 11 external databases 1 F flash button 23 forwarding all calls 64 forwarding voice mail 43 G general configuration 56 GoldMine 1 58 H handling calls 20 28 history logs 49 history window 49 hold 16 hold button 23 AltiAgent Manual 3 Index hold pending 16 49 Idlestate 17 installation requi

Altigen MAXCS ACC 6.5 Specifications

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