02-4.5 Internet Shaping the Future of Converged Communications User Guide AltiServ 4.5 w w w. a l t i g e n .
AltiServ™ for AltiWare Open Edition (OE) Release 4.5 User Guide Revised 02/2002 4003-0002-4.
WARNING! Toll fraud is committed when individuals unlawfully gain access to customer telecommunication systems. This is a criminal offense. Currently, we do not know of any telecommunications system that is immune to this type of criminal activity. AltiGen Communications, Inc. will not accept liability for any damages, including long distance charges, which result from unauthorized and/or unlawful use. Although AltiGen Communications, Inc.
Contents Phone Feature Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 AltiGen Voice Mail System Quick Features . . . . . . . . . . . . . . . . 1 Making Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Answering Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Call Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Other Features. . . . . . . . . . . . . . . . . . . . . . .
AltiGen Voice Mail System Quick Features . . . . . . . . . . . . . . . Making Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Call Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Workgroup Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Workgroup Supervisor Features. . . . . . . . . . . . . . . . . . . . . . . . . Other Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Private Messaging. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40 AltiGen Voice Mail System Mixed-Media Messaging . . . . . . . . . 41 Accessing AltiGen Voice Mail System Mixed-Media Messages41 CHAPTER 3 Using AltiReach . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45 Logging In . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45 The Main Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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## . . . . . . . . . . . . . . . . . Log in to voicemail at your own station ### . . . . . . . . . . . Log in to voicemail at another station AltiGen Voice Mail System Quick Features #11 . . . . . . . . . . . . . . . . . . . . . . Greeting Menu #28 . . . . . . . . . . . . . . . . . . . . . . Password Menu Making Calls #34 . . . . . . . . . . . . . . . . . . . . . . Dial By Name1 #35 . . . . . . . . . . . . . . . . . . . . . . Virtual Log In (Station Privilege Override) #69 . . . . . . . .
#26 . . . . . . . . . . . . . . . . . . . . . . .Station Log Out #27 . . . . . . . . . . . . . . . . . . . . . . .Station Log In #32 . . . . . . . . . . . . .Enter Account Code (before dialing) FLASH #32 . . . . . .Enter Account Code (mid-call) #31 . . . . . . . . . . . . .Re-enter Account Code (mid-call, to correct) #33 . . . . . . . . . . . . . . . . . . . . . . .Do Not Disturb #36 . . . . . . . . . . . . . . . . . . . . . . .Call Forwarding #37 . . . . . . . . . . . . .
CHAPTER 1 AltiServ Telephone Functions Note: This guide refers to the FLASH button on the telephone device. The flash function is the off-hook flash used, for example, to take the other call in a simple call-waiting situation. Some telephones may provide a LINK or similar button that provides the same function. Basic Functions Making Calls • To make an internal call to another extension, lift the handset off-hook, wait for dial tone and dial the extension number.
Putting a Call on Hold While connected to a call, do one of the following: • Press the FLASH button to play music on hold —if the system is configured to play music on hold—and do not hang up. Hanging up will disconnect the call. To reconnect to the call, press the FLASH button again. • Press the HOLD button. Nothing is heard while placed on hold this way. Hanging up here will not disconnect the call. To reconnect to the call, press the HOLD button again.
3. Once you place the handset back on-hook, the trunk line also drops and Centrex completes the transfer. Transferring Calls into the AltiGen Voice Mail System To send an outside call into the AltiGen Mail Voice system, press FLASH # 4 0. To transfer a call directly into a user’s voice mail, press FLASH ## and the user’s extension number. When you transfer a call this way, you do not need to set the user’s station on Do-Not-Disturb or wait for the phone to finish ringing.
On each Quantum board, the extensions assigned to the board can be involved in a maximum of 3 different conferences. For example, if extensions 101–110 are all on the same board, 101, 105, and 107 could be involved in one conference call, while 104 and 108 were on another, and 109 and 102 were on a third call. Depending on the type of board, each Quantum board could run up to 4, 8, or 12 extensions. There is no limit to conferencing extensions from the same board.
• To park the call at another extension, press FLASH # 31 followed by the extension number. For example, to park the call at ext. 487, press FLASH # 31487. 2. To pickup the parked call, press # 31 followed by the extension number of the station where the call is parked. System Call Park and Silent System Call Park You can enable the Silent System Call Park feature by pressing #73 on your telephone keypad.
• Operator Call = three tones Multiple Call Waiting This feature enables a “personal” queue that allows you to handle multiple incoming calls by letting callers wait in queue until you answer the call. You can transfer or park calls before answering the next call in queue. Multiple Call Waiting must be enabled for your extension by the system administrator before it can be used. Before being placed in queue, the caller hears an Initial Greeting.
Account Codes The supervisor can create or assign codes that will enable or force users to assign outgoing calls to particular codes for billing, tracking or forecasting purposes. System Callback You can have AltiServ call you at a remote location. This is useful for mobile users who don’t want to accrue expensive toll charges while traveling, especially from international locations where there is no access to toll-free numbers.
Dialing a Remote AltiServ Calling a Remote Extension Directly over IP To call a remote extension directly over IP: 1. Dial the IP trunk access code (e.g. 8). 2. Dial the destination ID (e.g. 1), if applicable. 3. Dial the destination extension number (e.g. 101).
Note: The remote Extension Length must be always be set to None for the remote system entry, if using Hop Off Dialing. Hop On Dialing to a Remote Extension To hop onto a remote extension: The incoming call must come in over T1/PRI or the CO to an extension. 2. The extension is set up to forward over IP to the remote extension. AltiServ User Guide Telephone Features 1.
Voice Over IP Trunk Call Support If your system is set up with Voice Over IP, you can use the following trunk-related AltiServ features during IP trunk call sessions. Supported Features The following features are supported while dialing through IP trunks: • Incoming and Outgoing Trunk Calls—you must dial the IP trunk access code to make outgoing calls via an IP trunk.
• Dial Last Caller—AltiServ will use an IP trunk to dial the last caller if that call was received via an IP trunk. • Call Restrictions • Speed Dialing—be sure to enter all appropriate prefixes such as IP trunk access code, Dialed Digits, etc. • Call Accounting • Voice Mail • Microsoft Exchange Integration • AltiConsole Client Support—you can use AltiConsole to handle calls to and from IP trunks. • AltiReach Support—all features accessible via AltiReach (One Number Access, Message Notification, etc.
Remote Locations IP Dialing Chart To use IP trunks to dial remote AltiServ locations, generally you need to know the IP trunk access code, the remote location ID (the digit[s] you dial to reach the remote server), and the remote extension you want. You can use the following chart to list the IDs and extension lengths for each remote AltiServ system. IP Trunk Access Code: (e.g. 8) Remote Loc.
Using Feature Codes The following sections describe additional telephone features used for call handling and management. To use any of these features: Lift the handset off-hook and wait for the dial tone. 2. Dial the keys indicated in the “Dial” column. 3. Follow the instructions in the “Description” column. AltiServ User Guide Telephone Features 1.
Answering Calls Feature Diala Description Individual Call Pickup #29 Connects to the local set with extension . System Call Pickup (any ringing phone) #30 Connects the call of any ringing phone to the local set. Personal Call Park FLASH #31, then hang up; OR FLASH #31 , then hang up Note: For workgroup calls, only a workgroup agent can pick up the call. Note: For workgroup calls, only a workgroup agent can pick up the call.
Hands Free Intercom Mode #81 Note: If you are using a 390 phone, #81 mode will automatically be deactivated when any incoming call is disconnected. Hands Free Man- #82 ual Answer Mode Allows you to receive internal and external calls through the speaker phone without having to pickup the handset to answer, provided you use AltiGen's AltiView or Contact Advantage desktop PC application with the ‘Answer’ button to take the call—by speaker phone, handset, or headset as you prefer.
AltiGen Voice Mail System Quick Features The following voice messaging features are accessible in the same way as telephone features, without having to login to the AltiGen Voice Mail System. Feature Dial Description Greeting Menu # 11 Follow the system prompts to change your greeting. Password Menu # 28 Follow the system prompts to change your password.
Last Number Redial #99 Saves and redials the last number dialed. a = extension num.; = 2-digit num.; location num.; = character string b Feature available only on systems with Triton Analog Extension board. Telephone Features 1 If you are unable to make calls within certain area codes, check with your System Administrator for any toll restrictions placed on codes and dialing prefixes.
Call Management Feature Diala Description Station Log Out #26 Deactivates or shuts off your extension, forwarding all calls to voice mail. This feature can be used to move your extension from your phone set to another phone set in the office. Station Log In #27 Reactivates your extension at your original phone set or another one. If using a different phone set, that set must be deactivated for any prior extension.
Workgroup Features Feature Diala Description Workgroup Call Pickup #29 Pickup incoming calls for your workgroup and ignore other calls coming into the system. Set the workgroup to associate outbound calls to. Workgroup Log In #54 For workgroup members only: Logs in to a workgroup. Multiple Workgroup Log In #54 + 0 + For workgroup members only: Logs in to + # + + # etc.
Other Features Feature Diala Description Feature Status Check #22 Retrieves an announcement about currently activated telephone features. In addition, the dial tone changes when the following features are activated: Do Not Disturb, Call Forwarding, Remote Call Forwarding, Hands-Free Mode, Dial Tone Mute Mode, Outside Call Blocking (Operator only) and Operator Offline (Operator only).
Operator Features This section is provided specifically for the designated Operator. Depending on your organization, this may be a single person or a number of people. Call Handling and the Auto Attendant The call will ring at the Operator’s desk if the caller dials 0 while listening to options given by the Auto Attendant. The sections at the beginning of this chapter offer instructions on basic answering, putting calls on hold, and transferring calls.
Operator Off-line When the Operator Off-line feature is activated, all calls are directed to the Auto Attendant. When callers dial 0 in the Auto Attendant, the system transfers the call to the next extension in the workgroup if one is configured. If there is no operator extension available, the system informs the caller that the Operator is not available and to leave a message in the Operator’s mailbox. To activate this feature, press #39. When it’s active, you can deactivate it also by pressing #39.
CHAPTER 2 Using the AltiGen Mail Voice System This chapter describes the features and functions in the AltiGen Voice Mail System, the voice messaging subsystem of AltiServ. The AltiGen Voice Mail System includes basic voice mail functions and more sophisticated features such as an interface with email. The AltiGen Voice Mail System voice prompts provide instructions and options for all functions. From any menu, press 0 to repeat your options or * to return to the previous menu.
To perform a normal login at your station: Press ##, followed by your password. To login from another station or as a virtual extension: Press ###, followed by your extension number, followed by your password. Remote Login For remote login from outside the office: Dial your company phone number and during the Auto Attendant greeting, press #, followed by your extension number, followed by your password. For standard remote login: The Auto Attendant must be configured.
About Passwords A valid password must be 4 to 8 digits in length, and different from your extension number. It can contain numbers or letters A- Z.
If you leave a voicemail message and press # for delivery options and then # to send it, you are given the option to return to the Auto Attendant to try other extensions. AltiGen Voice Mail System Main Menu Options Once you’ve successfully logged into the AltiGen Voice Mail System, you are presented with the following options at the Main Menu: 1. Listen to New Messages 2. Review Saved Messages 3. Send a Message 4. Access Personal Options 5. Access Private Messaging Options 6.
Disposing of the Messages After or while listening to a new or saved message, you have the following options. Press… • 1 to delete • 2 to replay • 3 to save • 4 to forward a copy of the message with an introduction • 5 to call the sender This is the Zoomerang feature described on page 39. Press *** to disconnect from the call and return to the AltiGen Voice Mail System. When using Zoomerang with Cellular or PCS phones, see the discussion in the next subsection.
cellular service provider does not confirm to standard ringback tones. To work around this problem, instruct users to append a few commas (,) to the outcall (cellular) number when entering it. One comma provides a one second pause. Sending Messages To send a message: 1. At the Main Menu, press 3. 2. Record your message and press # when finished. If you need to re-record the message, press * when prompted. 3.
Making a Call from within the AltiGen Voice Mail System You can make a call, either to another user’s extension number or to an external phone number, using the AltiGen Voice Mail System. This can be useful, for example, when you’re calling in from a remote location and want to respond to messages and make other calls, all on the same call into the AltiGen Voice Mail System. Note: The use of this privilege is configurable on a per-user basis. Check with your AltiServ system administrator.
Record your greeting and press # when finished. Example: “Hi, this is Mary Smith. I am unable to answer your call at this time. Please leave a detailed message and I will return your call promptly.”* • 2 to record your Directory Name. Record your full name and press # when finished. • 3 to select which greeting to use (the system greeting or personal greeting). The following options, 4 and 5, are available only when Multiple Call Waiting is enabled for your extension.
To change your password, after pressing 4 at the Main Menu to hear the Personal Options … 1. Press 2 for the Password options 2. Press 1 to change the password 3. Enter a new password. See “About Passwords” on page 27. Using Message Notification When you’re away from your desk, you can use the Message Notification function to alert you about incoming messages.
• 5 to set a notification schedule, and then select one of the following options: — 1 to activate notification at all times — 2 to activate notification during off hours — 3 to setup your own notification schedule The AltiGen Voice Mail System will prompt you for the activate and deactivate times. If the hour digit is “1” in the case of one o’clock for example, press # after the entry. Always enter two digits for minutes.
• 2 to deliver the reminder to the outcall number or delivery phone number designated in Message Notification. If you want to change this number, you need to separately. 5. Press # to confirm the message delivery. Reviewing Scheduled Reminder Calls If a scheduled reminder call has not been delivered, there is an additional option on the Reminder Call menu; you can press 1 to review scheduled reminder calls.
Another way to listen to Feature Tips is by pressing #55 on your telephone. You can listen to just one tip at a time or listen to all the tips at once. To turn this feature off, press 6 at the Personal Options menu. This is a toggle feature, so that if the feature is turned off, pressing 6 at the Personal Options menu will turn it back on again. Using Distribution Lists Distribution lists provide a way to use a single destination number to send messages to a group of people.
Editing a Distribution List To add or remove list members, after pressing 4 at the Main Menu to hear the Personal Options menu, press 7 to access the Distribution Lists menu, then… 1. Press 3 to Modify a distribution list. 2. When prompted, enter a 2-digit number to identify the list. 3. When prompted, do one of the following: • To add members, press 1, then follow steps 3 and 4 in the immediately preceding procedure, Creating a Distribution List. • To delete members, press 2.
Log on/off IP Extension (Dynamic IP Addressing Only) With a few exceptions (noted below), an IP extension works exactly the same as an ordinary, “analog” extension, with the added advantage of letting you work remotely without any extra cabling.
Zoomerang The Zoomerang feature enables the user to listen to messages in the AltiGen Voice Mail System, make calls to the parties who left the messages, and then return to the AltiGen Voice Mail System (like a boomerang). For example, this feature can allow a traveler to return calls for all messages with one call into the AltiGen Voice Mail System from a cellular phone.
system cannot return the call. Please check with your System Administrator for your toll restrictions.) • # to send the message After pressing 2, the caller is asked to leave a call back number beginning with the area code. To notify your callers of this option, you may want to mention the option to leave a call back number in your personal greeting.
• A replay of the message. • A prompt for you to press 1 to keep the message or 2 to delete it. AltiGen Voice Mail System Mixed-Media Messaging The AltiGen Voice Mail System can send and receive communications not only in voice mail but email. The AltiGen Voice Mail System combines different forms of messages into a “package” called a Mixed-Media message. You can save time and money by sending Mixed-Media messages over the Internet to anyone throughout the world with an Internet address, toll free.
session so that you don’t have to enter your password every time you click Get Mail. Be sure to enter your email password when prompted. Retrieving Messages To retrieve messages using your multi-media computer: 1. Configure your email application (see “Accessing AltiGen Voice Mail System” above). 2. Click on the “Get Mail” icon. 3. All new messages, whether read or unread, are stored in the Inbox folder. Click on the Inbox folder. 4. Individual messages should appear on the right side of the window.
6. Click the “Send” icon when finished. The AltiGen Voice Mail System will attach the voice annotation to the email when it is sent. Note: An audio attachment is seen only at the receiving end and does not appear as an attachment on the email message composed by the sender. You may copy (CC:) the message to yourself to verify that the audio attachment has been attached and sent successfully.
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CHAPTER 3 Using AltiReach AltiReach is a Web-based management tool that provides the ability to handle AltiServ call options such as call handling, speed dialing, One Number Access, CallView, and Message Notification using a standard Web browser. It provides an easy-to-use interface and is accessible from any location that has an Internet connection. Logging In Users can access AltiReach Call Management by using any popular browser. To use the CallView function, the browser must be Java capable.
To access and log in to AltiReach: 1. Obtain your organization’s AltiReach URL address from the system administrator. It will be in the form http://[servername]/altireach or http://www.[YourDomain.com]/altireach 2. Open a web browser and go to the AltiReach URL address, where you login by entering your first and last name, extension, and password (see (see Figure 1 on page 46). Figure 1.
• Message Notification AltiReach Figure 2. AltiReach Main Menu The remainder of this chapter describes these functions. AltiServ 4.
Setting Call Management The Call Management page provides for setting up incoming call handling. Figure 3. Call Management Setup page Forwarding All Calls If you want to forward calls to an external number, enter the number, including the outside trunk or route access digit and any long distance prefix digits such as 1 and area code.
Do Not Disturb If you select Enable Do Not Disturb, all incoming calls are forwarded according to your “Enable Busy Call Handling” settings, described immediately below. Busy Call Handling and No Answer Handling You can use these options to specify how you want to handle incoming calls when you’re already on the phone or when you can’t answer the phone, for example, when you’ve enabled Do Not Disturb.
One Number Access (ONA) If you are expecting calls that you want to receive regardless of where you are, you can have the system forward those calls to you. You must enter the Caller IDs for the calls you want forwarded, and the numbers where you can be reached. If the system is unable to connect the call (i.e., can’t identify a Caller ID or can’t reach you at any of the numbers you specify), the call is sent to your voice mail. Before You Set Up ONA • ONA must be enabled by your system administrator.
Accessing One Number Access Setup After you set the call handling options, click the One Number Access button on the main page to open the One Number Access page. 1. Select the times you want to be available to ONA callers. If you choose Enable based on the following schedule, you can set up to four different schedules in the Schedule section. You can enable or disable each schedule. 2. Enable the Caller ID Verification check box and then specify the incoming phone numbers for ONA.
caller to dial 1 during your personal greeting and then enter the password. 3. Select the Forwarding Numbers to be used by the system to find you when ONA is active. You can set up to four different numbers— extensions or outside numbers. For outside numbers, use the drop-down list to select the trunk access code you want to use. When ONA is active, the system dials the forwarding number(s) in the order from Forwarding Number 1 through Forwarding Number 4.
AltiReach Figure 5. One Number Access Setup bottom of page AltiServ 4.
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. See “Using Message Notification” on page 11 for more information on this feature. Figure 6.
Station Speed Dialing Setup The Speed Dial Setup page, accessed by clicking Station Speed on the main menu, lets you set up to 20 station speed dial numbers. When you add an outside number, all relevant prefix digits such as trunk or route access number, the long distance prefix 1 and area codes must precede the phone number. Station speed dial numbers are also set up by using the #25 feature code on your phone set, as described in “Other Features” on page 42. AltiReach Figure 7.
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