AltiClient™ AltiAgent™ and AltiSupervisor™ for AltiWare Open Edition (OE) Release 4.6 and AltiContact Manager (ACM) Release 4.6 Manual Revised 3/03 4504-0011-4.
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 Contents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . i Warranty . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . iii CHAPTER 1 Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Client System Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Workgroup Login . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Logging Out or Changing Workgroups . . . . . . . . . . . . . . . . . . . . . About the Main Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Call Handling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Dialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Placing Calls on Hold. . . . . . . . . . . . . . . . . . . . . . .
Record Type . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53 Voice Mail Play Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53 Screen Pop, Audio Beep, and Auto Close . . . . . . . . . . . . . . . . . 53 Accessing Databases. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53 Call Handling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56 Message Notification . . . . . . . . . . . . . . . . . . . . . .
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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.
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: 1. Take or ship the product (shipment prepaid) to your AltiGen distributor or to AltiGen Communications, Inc. All materials being returned to AltiGen must have an associated RMA number.
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.
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CHAPTER 1 Installation Overview AltiClient is an optional software package that includes AltiAgent and AltiSupervisor, and runs with the AltiWare OE or AltiContact Manager system. AltiAgent Session licenses and AltiSupervisor Session licenses must be installed and registered to enable client sessions. To install the AltiClient client software, you can load AltiClient on a network server and then using your company’s distribution software to deliver the AltiClient client software to each desktop PC.
• 32 MB RAM • SVGA monitor (800 x 600) with 256 color display, or better • Keyboard and Mouse • AltiWare OE/AltiContact Manager 4.6 running on a server accessible to this client. Session Licensing and License Upgrade Procedures AltiAgent Session License The AltiAgent Session license enables a per concurrent session of AltiAgent. It includes a Desktop Connect/SDK client license. Up to 150 concurrent AltiAgent sessions are supported.
Make sure that AltiWare OE/AltiContact Manager 4.6 has been installed on the server system. • Make sure that TCP/IP is enabled on both machines. • Make sure the client is able to connect to the server on the network. • Local administrator rights are required to install AltiView and AltiClient. • Make sure License has been installed and activated. Installation • Installing AltiClient on a Client System After completing the pre-installation checklist, proceed as follows on the client machine: 1.
ACT!/GoldMine® Support AltiClient supports ACT! 2000 and GoldMine® 5.0/5.5 contact management software, allowing you to obtain phone numbers to dial from the ACT! or GoldMine® contact database list. AltiClient also lets you see the matching record from the contact database list of the incoming calls. QuickNet Integration AltiClient can be used in conjuction with QuickNet’s firmware and hardware.
CHAPTER 2 Getting Started AltiClient is a suite of desktop applications for managing personal calls and workgroup calls, and performing phone and supervisory functions from the PC. AltiClient contains the following applications: AltiSupervisor is a version of AltiView designed for supervisors of workgroup agents. Through AltiSupervisor you can monitor the status and performance of a workgroup, including AltiAgent calls, real time workgroup statistics, and agent state.
name of the system you will be using. If this is not your first login, go on to the next step. Figure 1. Logging in 2. Enter your Extension number and Password assigned to your phone. Optionally, you can check the Always save password check box to store your login password the next time you access AltiClient. 3. (Optional, for AltiAgent or Desktop) IP Extension Integrated with option (grayed out if your extension is not set up as an IP extension.) a.
Logging In Remotely Using an IP Extension For agent use or supervisor use, you can access AltiClient from a remote location using an IP extension. All the call handling functions are the same as logging in locally, with the exception of the ability to configure One Number Access. You can pick up voice mail, forward local business office phone calls to another site such as a home desktop PC, and even receive the phone calls as you would at the office.
• NetMeeting 3.01, which is automatically installed with Windows 2000. You can check your system to see if NetMeeting is installed by looking under Programs>Accessories>Communication from the Windows Start button. If not, it is available for download from the Microsoft website at http://www.microsoft.com/windows/netmeeting/ download/default.asp. • Additional system requirements as listed on the Microsoft website at http://www.microsoft.com/windows/NetMeeting/ SystemRequirements/default.ASP.
As a test, you can choose Run from the Windows Start menu, then enter Ping [ENTER] where is the AltiWare/AltiContact Manager system you want to connect to. An example of the IP address format is 123.234.231.143 If you do not get a response, contact your LAN administrator for support. Next, check to verify if ports are open.
Resizing the Display You can resize many AltiClient windows using the standard Windows method: place the cursor at a window edge or corner, then drag the window to the size you want. Also, the field size for any field can be increased or decreased by pointing the cursor to either side of the field’s main column. The cursor changes to a movable double bar (||) that can be moved to resize the column. Call States AltiWare/AltiContact Manager applications report the status of calls.
Getting Started Figure 2. Status Field - AltiClient main window Error Messages The following errors may be displayed as login or connectivity errors. Error Message AltiWare connection limit has been exceeded. Description No AltiClient was found OR more than allowed number of AltiClient users have attempted to log on. Cannot connect to You are not connected AltiLink. Please check to AltiWare. server name or network connection.
Error Message Description Solution Cannot access voice mail list while mail box in use. Mail box is in use by Wait a while, then try again. the AltiGen Voice Mail System and is temporarily unavailable. Mail service is unavailable. Please check with your administrator. Voice mail service is not enabled on AltiWare. NetMeeting is already used by another application, so you cannot enable IP Extension Integrated with NetMeeting. Make sure voice mail service is started. Check for conf.
Error Message Description Solution AltiClient Manual 13 Getting Started This version is not The installed version of Upgrade AltiClient to version compatible with the AltiClient is outdated 4.6 (install matching version of version of AltiWare from AltiWare release. AltiClient). that is running. This can lead to inconsistent or no functionality. Please install the correct version before proceeding.
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CHAPTER 3 Using AltiClient as a Workgroup Agent AltiAgent is a desktop call control application for workgroup agents to manage their workgroup calls from the PC. AltiAgent allows direct access to call handling as well as configuration functions including the following. You can also log in as a workgroup agent using the IP Extension integrated with... option. • View caller data (e.g., IP address, account number, credit card number, name, etc.) sent with an incoming call.
Workgroup Login After you complete your initial login and choose to login as a Workgroup Agent as described in “Logging In” on page 5, you see a Group Login window. Figure 2. Group Login window Select the workgroup or workgroups you want to log in to, then click OK. AltiClient supports login on up to eight workgroups simultaneously. Note: If you are set up to change your Outbound Workgroup, you can select another extension from the dropdown.
About the Main Window The AltiAgent main window is your window into your workgroup environment and facilitates the management of workgroup calls. Workgroup Status Call Status Using AltiAgent Lists of Calls / Voice Messages Dial Buttons Call Handling Figure 3. AltiAgent main window The window consists of the following displays and buttons: Parameter Description Workgroup Status Displays statistical information about the current workgroup.
Dial Let you place, hold, or redial calls, and set your system to DND (Do Not Disturb). This turns off ringing and forwards all incoming calls according to your “Enable Busy Call Handling” settings. Call Handling Provides call functions, including transferring calls, conferencing, sending calls to voice mail or an attendant, and recording calls. Configuration Lets you customize AltiAgent settings. See “Configuring Your Station Settings” on page 51.
Initiate dialing by clicking the dial button in the main window Figure 4. The Dial button Clicking the Dial button opens the dialing window. The scroll list box in the upper left is actually a combination text- and list- box. As a text box, it displays numbers that you enter from the dialing pad or from the keyboard number keys. You can also use it to search for names. The list can display up to 2000 entries.
Dialing By Number To dial using the keyboard number keys: 1. In the dialing window, enter the numbers you wish to dial using the standard numeric keys or the numeric keypad. The numbers appear in the box above the dialing pad. 2. Press Enter or click the Dial button to place the call. To dial using the mouse: 1. Using the dialing pad in the Dialing window, click the digits for the phone number. As you enter the numbers, they appear in the list box above the dialing pad. 2.
Dialing By Name or Extension 1. Use the scroll list box above the dialing pad to select the name or extension. 2. Click the Dial button to place the call. To search by name: 1. Click anywhere in the text box above the dialing pad, then begin to type the name of the person you want to call. The dialing pad transforms into a list that displays matching names. 2. Click the name you want. The extension or number appears in the list box, selected for dialing. Click the Dial button to place the call.
In the row displaying the call, the State column shows the call on hold. Click the Hold state cell to release the hold and reconnect the call. Note: When a call is put on hold using the Hold button in AltiAgent, if the user does not pick up the call after the two-minute hold time, the system will ring the user. If the call is still on hold after two minutes, the system will ring the user again. Note: When you place a call on hold, workgroup calls may still ring your extension.
Figure 7. Confirming call transfers At any time before or after the person you’re transferring to answers the phone, you can cancel the transfer by clicking the Cancel button or by closing the dialog box. Sending Calls to Voice Mail While connected to a call, click To Voice Mail on the main window. When the dial pad appears, choose the extension number you want to send the call to, then click OK. You can also transfer a call to voice mail before you answer it.
Forwarding Calls Using Do Not Disturb Click the DND button to forward all incoming calls according to your “Enable Busy Call Handling” settings. See “Configuring Your Station Settings” on page 51. 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.
Figure 9. Confirming Conference Calls 3. After the third party connects, you can announce the conference by clicking OK in the dialog box. If the third party does not answer, click the Cancel button. Figure 10. 4. Conference Calls Displayed in Call List Click the Conference button again to initiate the three-way conference. Both calls will be displayed as Conference state. To add another party, click the Conference button and repeat steps 2-4. The maximum number of conferenced parties is 6.
Recording Calls The voice recording feature in AltiAgent allows a user to record conversations. Recorded conversations can then be played back through voicemail or accessed at a centralized location. Note: The voice recording feature is only available for extensions on Triton Resource boards. For each extension, the options for voice recording are enabled in the system’s General page of Extension Configuration.
• Record on demand to agent VM Figure 12. Centralized Workgroup Recording Field (General Page of Workgroup Configuration) Playback of recorded calls requires a third-party message management tool. 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 extension is set to record on demand (to a central location or user VM), the user can use AltiAgent to initiate the recording. To record a call: 1. While connected to a call, right-click on the conversation to open a drop-down list. Figure 14. Right-click Drop-Down List 2. Scroll to Start Voice Record. The recording will be indicated by a small, red cassette tape icon in the top right AltiAgent window.
Using Account Codes If your system is set up to use account codes, you can associate calls to specific codes for billing or tracking purposes. Required account codes—If your extension has been configured for required account codes, the system will prompt you to select an account code from a popup window for all outbound calls.
Setting Status to Ready or Not Ready Click the Wait 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.
• From caller data collected from the web page form. • From web URL paths—a URL history. • From or input by the caller, such as IP address, name, account numbers, etc. including data from your external database such as Outlook, if available. Sharing or Sending a URL or Page The URL Sharing panel in the Caller Data window displays the addresses of pages or sites you’ve added to the list.
Monitoring If your system administrator has configured your extension for monitoring, you can monitor the activity on the other extensions in your workgroup, view call history, view workgroup statistics, and view calls in queue. If you’re a manager, for example, you might monitor to determine whether you need more resources in a busy environment.
Note: If you selected individual extensions to monitor, you will be able to pick up personal calls to these extensions, but not workgroup calls. In addition, if you selected a workgroup extension, the Monitor list shows all the extensions in the workgroup, even for agents who are currently logged out. Reading the Monitor List In the monitor list, each extension is listed along with its Status, Number, Name, and Group—workgroup, if applicable.
Viewing the Call History Click the History tab in the Monitor window to view an informational history of handled calls. Figure 19. Workgroup Agent History window Note: Click on the column headings in the History window to sort the data. The list in the History window displays the following fields: • Number—the extension or phone number. Upward arrow icons indicate outgoing calls; downward arrows indicate incoming calls Clicking the Number field dials that number.
• DNIS—DNIS digits collected, if available • Memo—a note attached to the call. Use the Memo button to open a window to create a note. Viewing Workgroup Statistics Click the Workgroup tab to open the Workgroup window and view statistics on workgroup activity for the monitored workgroups.] Using AltiAgent Figure 20.
If you have been removed from a workgroup by the system administrator, all your statistics related to that workgroup will also be removed from the Workgroup window. • 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” on page 41. These statistics clear if the system is reset. Click the Export button to export the statistics.
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 AltiAgent, which acts as a server. Based on the call information, AltiAgent will implement corresponding actions, such as popping up corresponding customer information and logging Caller ID into a database.
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CHAPTER 4 Using AltiClient as a Supervisor Logging in to AltiClient as a Supervisor allows you to view workgroup and agent performance statistics and a history of calls. You can print this statistical data or export it to a CSF (Call Summary Format) file. Further, you can view call data for calls in queue. You can listen to and, if your system is set up for it, barge in to agent phone calls. You can also use AltiSupervisor when logging in with the IP Extension Integrated with... option.
Figure 2. Password window for workgroup supervisor login Select the workgroups using the drop-down lists, and type the password for each workgroup pilot extension. If you want the software to remember the passwords, select the Save workgroup password check box. When you’re ready, click Login. AltiSupervisor supports logging in on up to eight workgroups simultaneously.
Viewing Group Statistics These statistics are reset every night at midnight. Most of the statistics are self-explanatory, but you may wish to note the following: • Wrapup—whether or not to allow wrapup time, and the duration that can be used to wrap up after hanging up a workgroup call, are determined in the AltiWare/AltiContact Manager Administrator. The statistic shows the number of agents that are currently in the wait state. The Agent Statistics window displays the average wrapup time per agent.
• Service level—the percentage of queued calls exceeding the service level threshold. • Average wait time for answered calls—the average amount of time a caller is in queue before being answered. • Average wait time for abandoned calls—the average amount of time calls were in queue before they were abandoned. Abandoned means that the caller has hung up before the call was answered. • Calls abandoned—the number of calls abandoned since midnight.
Viewing Agent Statistics Figure 3. Agent Statistics window The table also displays the login and logout times. Click the workgroup extension tab at the bottom of the panel to view statistics for agents in another workgroup. AltiClient Manual 43 Using AltiSupervisor The Agent Statistics window displays statistics for each agent, including the number of calls answered, the average talk time (average amount of time spent on the phone per call), and the average time spent in wrap up.
Viewing a History of Agent Activity Click the History button in the Agent Statistics window to view a history of agent activity for the currently selected workgroup’s agents. Figure 4. Agent Call History window The Call History displays a data panel, showing you the number of calls for each agent in the work group. The default view is for the current two hour period. The data covered is from midnight to the current time, and the data is cleared and refreshed at midnight.
Viewing Agent Current Status Click the Agent State button to view the current status of the agents for the selected workgroup. This window displays information about the agent’s logon readiness state and the agent’s status (either idle or “busy). If the agent is connected to a caller, call data and Caller ID data are displayed, indicating whether the call is incoming or outgoing, Personal or Workgroup.
— in the Forward All Calls (FWD) state — in the Do Not Disturb (DND) state — in wait after a call • For an agent’s outbound workgroup call to another agent in the workgroup, the Caller ID field (see Figure 6) will show the direction of the call (=> means an outgoing call, <= means an incoming call) and the caller ID of the incoming caller/outgoing call. Figure 6. Caller ID field • For outgoing workgroup calls, the Caller ID field additionally shows the calling agent’s workgroup number in parentheses.
Monitoring—Listening in and Barging In If your system and extension are configured to provide these functions, you can listen to (silent monitor) agent’s calls and, if necessary, intervene and enter the conversation in progress, sometimes called barging into the call. Essentially, barging in is to create a conference call with the agent, the caller, and yourself.
3. When you are finished monitoring, click the Hang Up button. The Hang Up button appears in the window after you click Listen or Barge In. Barging In You can barge into a workgroup agent call and enter the conversation in progress. To barge in to a call: 1. In the Agent State window, click to select an agent connected to an incoming workgroup call. 2. Click the Barge In button to ring your extension, then speak to the agent and caller through the handset.
For each call in queue, the Queue window displays the ID, the wait time, Caller ID, and Caller Name if available. The maximum number of calls in queue, at any one time, is 34. Exporting or Printing Statistics Use the Export button and then specify a directory and file name to save the queue data to a CSF (Call Summary Format) file, or use the Print button to print the records.
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CHAPTER 5 Configuring Your Station Settings You can configure the following settings and options by clicking the Config button in the main window to open the Config window. • General Info—password, default trunk access, and other settings. • One Number Access (ONA)—forwarding of specific incoming calls. This is available only when your extension configuration is set up to allow ONA. • Call Handling—forwarding, busy call, and no-answer call handling.
General Information Figure 8. General Info configuration The General Info tab is the window you see when you first click the Config button in the AltiClient main window to open the Config window. In this window, you can edit your password, the default trunk access code, voice mail settings, AltiClient audio and video behavior, and external database access options. Default Trunk Access The trunk access codes are defined in the AltiWare Administrator.
Record Type You can select the type of speech coding method to be used when recording conversations: • ADPCM - (recommended) Adaptive Differential Pulse Code Modulation, allows an analog voice conversation to be carried within a 32-Kbps digital channel, encodes voice signals in half the space PCM allows.
In the drop down list under Use Database, select the database you want to use. You have these additional options: • 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 enable access to the names in the database directory when you dial.
Figure 9. Advanced database options The first three radio buttons provide choices for when to open a text chat session during web-based calls—that is, whether to open NetMeeting in coordination with the calls. You can choose always, never, or to have AltiClient query you on each webcall as to whether to open a chat session. • Select the Popup extra call information… check box to have the Caller Data window pop up automatically when you connect to a webbased call. See “Viewing Caller Data” on page 30.
Call Handling Click the Call Handling tab in the Config window to configure incoming call handling for your extension. Figure 10. Call Handling configuration Forwarding All Calls If you want to forward calls to an external number, select a trunk access code in the drop-down list, then begin with the outside trunk or route access digit and any long distance prefix digits such as 1 and area code.
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. Note: Selecting Enable Do Not Disturb here has the same effect as clicking the DND button on the dial pad. 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.
— Enable Call Forward must be disabled. Otherwise, all calls will be forwarded according to this setting. See “Call Handling” on page 56 for details on these settings. Accessing One Number Access Setup After you set the call handling options, click the One Number Access tab in the Config window to open the One Number Access window. Figure 11.
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 dialog that pops up. Figure 12. 2. Enable Schedule Based Access dialog box Enable the Caller ID Verification check box and then specify the incoming phone numbers for ONA. If ONA finds one of these numbers on an incoming call, it will forward the call to you.
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. Note that this number order does not correspond to the Schedule order—Forward Number 2 is not used first during Schedule Number 2.
Figure 13. Message Notification options Use this window to set the notification options: The types of messages on which you want to be alerted: N/A, urgent voice messages only, all voice messages, or all voice messages and email too. • How and where to notify you—in the Message Notification or Reminder Message by calling a… options, if you want to use an outside number, use the drop-down list to select the trunk access you want to use. • Schedule—during what hours you want to be alerted.
Station Speed Dialing Setup The Speed Dial Setup page, accessed by clicking Station Speed on the main menu, lets you set up to 20 station speed dial numbers. When you add an outside number, all relevant prefix digits such as trunk or route access number, the long distance prefix 1 and area codes must precede the phone number. Station speed dial numbers are also set up by using the #25 feature code on your phone set, as described in the AltiServ User Guide. Click the Station Speed tab in the Config window.
Figure 15. 4. Dial Setting dialog box, for Speed Dial Numbers Click OK. After you have entered and saved the speed dial number, the number is also displayed and can be used in the Dialing Pad window in the Station Speed panel. Deleting Station Speed Entries To delete a speed dial number, click the Station ID and click Edit to open the Dial Setting dialog box. Click Clear and then click OK.
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Index Index A AA state 10 Account Codes 29 ACT 3, 53 ActiveX Control 37 address AltiGen Communications, Inc. ii advanced database option 54 agent statistics 43 all calls recorded 27 AltiAgent main window 17 AltiAgent Session License 2 AltiGen Communications, Inc.
Index H P handling calls 18–25 hiding Center 9 history logs 34 history window 34 hold 10 hold button 21 hold pending 10, 33 pager, and forwarding 56 Park state 10 password One Number Access 59 phone icon 9 ping 8 Play state 10 pop-up windows 9 Print button 42, 49 proceeding state 10 pushing web data 30 I Idle state 10 installation requirements 1 IP extension, troubleshooting 8 Q queue window 48 queues 48 QuickNet 4, 6, 7, 8 L licenses 2 listening in 47 R M Microsoft Outlook 3, 53 minimize 9 monito
Index threshold time 17 transfer Centrex 24 transfer calls 22 transfer to auto attendant 23 transfer to voice mail 22 transferring calls to voice mail 23 Troubleshooting IP Connectivity 8 U uninstall 3 uninterruptible power supply (UPS) 41 upgrade 2 UPS (uninterruptible power supply) 41 URL sharing 30 URLs 30 V viewing agent status 47 viewing queues 48 voice mail 22 voice mail state 10 W warranty iii how to get service iv web button 30 web pages 30 web-based calls 54 Windows tray 9 workgroup 32 queues 48
