AltiAgent™ for AltiWare ACC Release 5.2 and AltiWare ACM Release 5.2 Manual 2/2008 4503-0001-5.
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 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . v CHAPTER 1 About AltiAgent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 New in Release 5.2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 New in Previous Release, 5.1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Using the Windows Tray Phone Icon . . . . . . . . . . . . . . . . . . . . 13 Resizing the Display. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 CHAPTER 4 Using AltiAgent as a Workgroup Agent . . . . . . . . . . . . . . . .17 Dialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Placing Calls on Hold. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Using Call Waiting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Calling or Picking Up Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51 Viewing the Call History . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51 Viewing Workgroup Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . 52 Viewing Queues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54 Pick Up Calls from Queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54 Using ActiveX Control with Third Party Applications . . . . . . . . .
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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.
1. Take or ship the product (shipment prepaid) to your AltiGen distributor or to AltiGen Communications, Inc. All materials being returned to AltiGen must have an associated RMA number. RMA numbers are issued by AltiGen Customer Service and can be obtained by calling 1-888ALTIGEN (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.
CHAPTER 1 Installation About AltiAgent AltiAgent is a Windows desktop application designed to improve the performance of workgroup and call center agents in an AltiWare AltiContact Center (ACC) or AltiContact Manager (ACM) environment. AltiAgent allows workgroup agents to manage workgroup calls from their computers.
• A workgroup voice mail indicator alerts the agent. • The AltiAgent Queue Monitor includes a DNIS field. • When the user clicks Delete All on the Call History tab, confirmation is required. • A red light blinks when Not Ready is displayed. • IPTalk user can specify a different ring device when away from the desk (for example, the PC speakers instead of the headset system) so that the ring can be heard. Microsoft Outlook and Outlook Express Support AltiAgent 5.
The IPTalk feature requires the purchase, registration and activation of the IPTalk License.
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CHAPTER 2 Installation Installation The client system must meet the following minimum requirements. • 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 • AltiWare ACC/ACM 5.2 running on a server accessible to this client.
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 > Add/Remove Programs > AltiAgent 5.2 to uninstall AltiAgent. 2.
4. Install the AltiAgent 5.0A or 5.1 software, as appropriate. AltiAgent Manual 7 Installation 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.
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CHAPTER 3 Getting Started Start AltiAgent from the Microsoft Windows Start menu, by choosing Start > All Programs > AltiClient > AltiAgent 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. Logging In 1.
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). 3. If your extension is an IP extension and you will be using a headset, check the IP Extension Integrated with IPTalk option.
Logging Out or Changing Workgroups After you’ve logged in, you can log out or change the workgroups you’re logged in to as follows: 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. If Logout 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.
Logging In Remotely You can use AltiAgent from a remote location if • AltiAgent is installed on your remote computer • Your extension is configured as an IP or mobile extension by your system administrator • You have an AltiGen-certified IP phone or are using IPTalk Consult your system administrator or authorized AltiGen dealer for details on obtaining this equipment. All the call handling functions are the same as when you log in locally.
Troubleshooting IP Connectivity If problems occur, they may be due to a failure to connect to your ISP or due to firewalls at your office preventing direct access to the AltiWare server. As a test, you can choose Run from the Windows Start menu, then enter Ping [ENTER] If you do not get a response, contact your LAN administrator for support. Also, check to verify that the necessary ports are open.
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 Windows method: place the cursor at a window edge or corner, then drag the window to the size you want.
Error Message Description Solution Re-register this file. Type in DOS command window, regsver32 AlpInterface.dll Change directory to AltiAgent directory, type regsver32 AlpInterface.dll AltiAgent uses this dll to communicate with AltiWare. It should be registered in user system. You have entered an invalid password. Please try again. The password is incorrect. Enter your extension password. Cannot use “IP Extension You tried to log in with integrated with IP Talk.
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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. Configure your AltiAgent Workgroup status Using AltiAgent Your activity state Status panel Click to display calls in this table Click to display voice mail Call controls The window displays the following: The Workgroup Status panel Displays statistical information about the current workgroup.
The statistics are largely self-explanatory, but it may be noted that the Service Level represents the percentage of workgroup calls taken out of queue before the Threshold time has expired. Click the View button at the right of the Workgroup Status panel to see additional information: • 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.
• Idle—the extension is not in use • Music on Hold—an extension user placed the call on hold to take another call • Park—the call is parked • Play—playing voice mail • Proceeding—the outgoing call is in progress • Record—recording an introductory message • Ringback—caller 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 Displays calls or voice mail.
You can record and review a greeting for each awayfrom-desk activity status 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.
• 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. • When IPTalk is enabled, a Mute button is available. The button is a toggle.
Handling Calls The AltiAgent call handling functions include: • Dialing out, page 22 • Placing calls on hold, page 25 • Using call waiting, page 25 • Transferring calls, page 25 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.
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. The main window displays the status of the call: Using AltiAgent 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.
• If you click Yes, AltiAgent inserts the trunk access code ("9") and long distance number ("1") automatically. • 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 the question Is "710" an area code? the result is recorded in a text file, AreaPrefix.
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. 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 you place a call on hold, workgroup calls may still ring your extension. To prevent this, click the Not Ready button.
1. While connected to a call, click the Transfer button. 2. 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. 3. While AltiAgent dials the new number, you’re asked to confirm your decision by clicking the OK button in a confirmation dialog box.
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 sort extensions by number or by name.) 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.
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 67. 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.
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. Click the Conference button. 2. In the dialing field, enter the extension or phone number you want to conference with, then click Dial.
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. 2. Select Join To Conference. 3. 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.
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.
• 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 • 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.
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.
Parameter Description Scheduler The name of the person scheduling the meeting. Schedule Time The time the Create Meeting dialog box was 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 Seats Use the Up/Down arrows or type in a number, up to 30, to indicate the number of expected participants. Host Select the extension number of the host of this meeting.
One Time Only Meeting If you select One Time Only from the Schedule drop-down list, these are your options in the middle panel: Specify the duration of the meeting, using the Up/Down arrows. 2. If the meeting is to begin as soon as it is scheduled, select Now. 3. If the 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.
1. In the Duration field, specify the duration of the meeting, using the Up/Down arrows. 2. In the Start field, specify the start of the meeting by clicking the Down arrow and using the slide bar. 3. In the 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. 5. In the Range of Recurrence panel, use the Calendar button to select a date for the first meeting. 6.
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.
Starting and Stopping a Meeting The meeting host and the AltiWare Administrator (“altiadmin”) 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 39). To stop a meeting before its scheduled duration is over, select the meeting and choose Stop. Manually stopping a meeting frees up resources.
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.
To record a call: 1. While connected to a call, right-click on the conversation to open a drop-down list. 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.
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 pop-up window for all outbound calls.
Note: If your extension is configured to bypass account code validation, you can enter an account code in the box at the bottom of the popup window. 4. Click OK. To change the account code for a call in progress, repeat the steps above, entering the new account code to assign the call to. Using Voice Mail When you click the Voice Mail tab in the main window, you see the voice mail list.
• New voice mail messages are indicated by a white, closed envelope icon in the status panel of AltiAgent. • If the new message is urgent, a red envelope icon is displayed. • Heard voice mail messages are indicated by a white, open envelope icon. • If the message is saved, a blue, open envelope icon is displayed. • A paperclip symbol on the envelope indicates an attachment—a voice mail message forwarded from another extension. Click on the column headings to sort the data.
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. • Save in remote saves the message on a remote server in a location designated by the system administrator. • Save in local lets 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.
Forwarding Voice Mail To forward a voice mail to an extension or a VM Group Right-click the voice mail in the Voice Mail view of the AltiAgent main window, and select Forward. The VM Forward dialog box opens: 2. Select the check box next to the extension, workgroup, or voice mail group to which you want to forward the message. Using AltiAgent 1.
4. 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. 2. Record the message and press the pound key (#). A confirmation appears on screen. 3. Click OK to confirm and complete the action.
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.
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. In the Web Data dialog box, click Add. The Add URL dialog box opens. 2. Type in the URL or web page specification and click OK. The URL now appears in your URL Sharing list. 3.
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. Using AltiAgent Choosing Workgroups to Monitor To choose workgroups to monitor: 1. Click the Expand button in the AltiAgent main window, then click the Monitor tab. 2.
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.
• 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. Viewing the Call History Click the History tab to view an informational history of handled calls.
• 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.
• 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.
Viewing Queues Click the Queue tab to view the calls in queue for the monitored workgroups. The call data includes the Caller 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. 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.
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 5 Configuring Your Station Settings You can configure the following settings and options by clicking the 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.
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 database 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.
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.
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: If you select Outlook, AltiWare will load all the subfolders and data in your main Contacts folder, which will take a few moments.
Color Selection Select either 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.
• 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 coordination 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 47.
• 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 65 for details on these settings.
If you choose Enable schedule based access, you can set up to four different schedules in the dialog box that pops up. 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. If you 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.
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.
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.
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.
• Multiple 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.
• The types 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.
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. To create a voice mail group 1. Click the New button in theVM Group Edit dialog box. The Create Group dialog box opens..
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. Select the 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.
To add or edit station speed dial numbers 1. Click the Station Speed tab in the Config window. 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. 4. Add or edit the Number, Name and Comment fields. 5. Click OK.
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.
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Index Index connected 18 D A AA state 18 account codes 41 ACT 2, 60 ActiveX control 55 Activity 66 advanced database option answer options 68 Apply button 57 auto attendant 27 auto upgrade 6 61 B busy call handling Busy state 18 E 67 enable multiple call waiting 68 enable live call handling 68 enable multiple call waiting 68 enable single call waiting 67 Error call state 18 error messages 14 exit 13 external databases 2 C call handling 22–30 Centrex transfer 28 configuration 65 call history 51 cal
Index hold pending P 18, 51 I Idle state 19 installation requirements 5 IP extension, troubleshooting IP-Talk License 3 13 J join to conference 30 joining MeetMe conference 33 L live call handling pager, and forwarding 66 Park state 19 password One Number Access 64 phone icon 13 phone meeting 33 pick up call from queue 54 pickup button 54 ping 13 Play state 19 pop-up windows 13 proceeding state 19 pushing web data 46 68 R M meeting by phone conference 33 MeetMe conference joining 33 MeetMe confere
Index Centrex 28 transfer calls 26 transfer to auto attendant 27 transfer to voice mail 26 transferring calls to voice mail 27 Troubleshooting IP Connectivity 13 U uninstall 6 URL sharing URLs 46 46 V VM groups 69 voice mail 26 attaching a note 44 forwarding 45 groups 46 playing 43 saving 44 voice mail list 42 voice mail state 19 W web page, pushing 46 web pages 46 web-based calls 61 Windows tray 13 workgroup 48 AltiAgent Manual 77
