1-4.5 Manual Contact Advantage 4.5 w w w. a l t i g e n .
Contact Advantage™ AltiView™, AltiAgent™, and AltiSupervisor™ for AltiWare Open Edition (OE) Release 4.5 Manual Revised 02/2002 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 Warranty . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . v C HAPTER 1 Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Client System Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Session Licensing and License Upgrade Procedures . . . . . . . . . . . . 2 Installation and Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 Pre-Installation Checklist . . . .
About the Calls List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Handling Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Dialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Placing Calls on Hold. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Using Call Waiting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Transferring Calls. . . . . . . . . . . . . . . . . . . .
Viewing Agent Current Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57 Monitoring—Listening in and Barging In . . . . . . . . . . . . . . . . . . . 58 Viewing the Queues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59 Workgroup CDR Search. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60 Workgroup Statistics Search. . . . . . . . . . . . . . . . . . . . . . . . . . . . 62 Search Results . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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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 Installation The following items are included in the Contact Advantage 4.5 package: • Contact Advantage 4.5 User Guide • Contact Advantage License Key If any of these items are missing or damaged, please contact your Authorized AltiGen dealer. Client System Requirements The client system must each meet the following minimum requirements. For server system requirements, see the AltiWare OE System Installation and Administration Manual.
Most frequently, this means loading the software onto a shared network file server and copying the software to each desktop PC. Alternatively, you can use the AltiClient CD ROM to install the program on each desktop. Session Licensing and License Upgrade Procedures AltiWare OE (Release 4.5 or higher) comes with one free licensed connection to support an AltiView client.
Installation and Setup Installation Pre-Installation Checklist Before installing Contact Advantage, please review the following checklist: • Make sure that AltiWare OE 4.5 has been installed on the AltiServ 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 AltiAgent. • Make sure License Key has been installed and activated.
Contact Advantage requires that you to set up the Outlook Contacts list prior to using this feature in Contact Advantage. ACT!/GoldMine® Support Contact Advantage 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. Contact Advantage also lets you see the matching record from the contact database list of the incoming calls. QuickNet Integration AltiView 4.
CHAPTER 2 Getting Started Contact Advantage 4.5 is a suite of desktop applications for managing personal calls and workgroup calls, and performing phone and supervisory functions from the PC. Contact Advantage contains four (4)applications: AltiAgent is a version of Contact Advantage designed for workgroup agents. Through an AltiAgent window, you can monitor workgroup-related statistics, workgroup call pickup, and member login/logout directly from the desktop.
To obtain the AltiServ IP address, ask your IT administrator. If you are connecting to the Internet through a modem connection, before you log in, establish a session connection from your PC to your local Internet Service Provider. If you’re using a low-speed connection, the login may take some time as a large amount of data is transferred to your desktop. To log in: 1.
To do this, your extension must be set up as an IP extension by your system administrator and you must have Microsoft NetMeeting 3.01 or higher installed on your desktop. Refer to the discussion in the next section for more information on using IP extensions. b. QuickNet Option 4. Select how you want to log in and click OK. Logging In Remotely Using an IP Extension For desktop use, agent use, or supervisor use, you can access Contact Advantage from a remote location using an IP extension.
IP Extensions Using Microsoft NetMeeting 3.01 To use NetMeeting 3.01 as an IP extension, you need the following: • A sound card. • A Plantronics LS1 headset connected to the sound card. A microphone and speakers should not be used since the speaker's output would be fed back to the microphone and cause severe echoes. • NetMeeting 3.01, which is automatically installed with Windows 2000.
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 AltiServ 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. Next, check to verify if ports are open.
If the Contact Advantage interface is not on your Windows desktop, but this icon appears in the Windows tray, you double-click it to open the Contact Advantage main window, or you can right click it to pop up a menu, then select the Contact Advantage window you want to open. Resizing the Display You can resize many Contact Advantage windows using the standard Windows method: place the cursor at a window edge or corner, then drag the window to the size you want.
• Ringback - caller receives this state while callee is ringing • Ringing - there is an incoming call • Voice mail - the call is in voice mail Getting Started Figure 2. Status Field - AltiView main window Error Messages The following errors may be displayed as login or connectivity errors. Error Message AltiServ connection limit has been exceeded. Description Solution No Contact Advantage license was found OR more than allowed number of AltiView users have attempted to log on.
Error Message Description Solution Cannot access voice mail list while mail box in use. Wait a while, then try again. Mail box is in use by 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 AltiServ. NetMeeting is already used by another application, so you cannot enable IP Extension Integrated with NetMeeting. Please register AlpInterface.dll (regsver32 AlpInterface.dll).
Error Message Description Solution Contact Advantage Manual 13 Getting Started The installed version of Upgrade AltiClient to version This version is not AltiClient is outdated 4.5 (install matching version of compatible with the from AltiWare release. AltiClient). version of AltiWare 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 Contact Advantage as a Desktop User Desktop User logon Once you log in as a Desktop User as described in “Logging In” on page 5, the AltiView main window appears. This window provides tools to manage and monitor calls, to facilitate management of your personal contacts, and to configure your AltiServ phone and voice mail options. Configuration is described in “Configuring Your Station Settings” on page 67. Figure 2.
About the Main Window The window consists of the following displays and buttons: • The Call Status panel displays the status of the currently active call, a list of any calls on hold, and the current time. • The Directory panel has two tabs: one showing a current List of Calls, the other showing a log of current and past Voice Messages. • The Dial and Do Not Disturb functions provide buttons to place, hold, or redial calls, and to set your system to DND (Do Not Disturb).
Using Contact Adv as a Desktop User Figure 3. AltiView main window with QuickNet integration Clicking this button opens another window directly under the AltiView main window. Figure 4. QuickNet call control window Use this window to modify the following call control functions: • Device - select Telephone or Headset • Codec - select G.723.1 or G.
About the Calls List Figure 5. Calls List The calls list displays the call status for each call as described in “Call States” on page 10. The list also displays the name of the caller if available from extension information or from an external database, the number, workgroup pilot extension number, DNIS digits if available, and call duration. Handling Calls The Contact Advantage call handling functions include dialing out, using voice mail, and monitoring other extensions.
Initiate dialing by clicking the dial button in the main window Figure 6. 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.
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. 3. Click the Dial button to place the call. Dialing Speed Dial Numbers You can use either your own Station Speed Dial numbers or the System Speed Dial numbers. 1.
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 AltiView 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 state cell for the call on hold to reconnect.
sion. The call is also reconnected if the third party doesn’t answer. 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. Transferring to Attendant While connected to a call, click To Attendant on the main window. Select the operator or an Auto Attendant to transfer to using the drop-down list.
3. Dial the second party’s number and either hang up or announce the call. 4. Answer Yes in the popup. Once you place the handset back on-hook, the trunk line also drops and Centrex completes the transfer. Conferencing Calls Any internal user is able to add parties to a conference call. While connected to the first party: 1. Click the Conference button. 2. When the dial pad pops up, enter the extension or phone number you want to conference with, then click Dial.
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. Using Contact Adv as a Desktop User Figure 12. 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.
Optional account codes To associate a call in progress to an account code: 1. Right-click the number in the Calls List. 2. Choose Account Code. 3. In the Account Code popup window, select an account code from the scrollbox. 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.
When you click the Voice Mail tab in the main window, you see the voice mail list. Note: Click on the column headings to sort the data. Right-click on a message row to perform any of the actions (listening to, saving, or returning messages, etc.) described in this section. New voice mail messages are indicated by a white, closed envelope icon in the status window of AltiView/AltiAgent. • If the new message is urgent, a red envelope icon is displayed.
Saving Remotely or Locally You can click the Save As button or use the right-click popup menu to save the message as a .wav file that you can play back later. Save As opens a dialog box that lets you choose how you want to save the file. Figure 14. Save As dialog box • Save in remote allows you to save local drive space, but to play the saved message, of course, you have to access on the remote server. • Save in local opens a dialog in which you choose a directory and file name for the .
Figure 15. Attaching a memo to a voice message Forwarding Voice Mail To forward a voice mail to an extension or a VM Group: 1. Select the voice mail in the Voice Mail view of the AltiView main window. 2. Click the Forward button or use the right-click popup menu to invoke the VM Forward window. Figure 16. 3. VM Forward window Select the check boxes next to the extensions and/or voice mail groups to which you want to forward the message.
If you need to search for a person by name, type the first letters of the name into the Search by Name box. The matching names display in the list as you type. To select a name, select the check box next to it. Note: Click on the column headings below the Search by Name window to sort the data. 4. Optionally, you can leave an introductory message. Select the Record Introduction Message check box and follow the steps below. 5. Click OK to complete the forwarding. To record an introductory message: 1.
Accessing Voice Mail Group Lists To work on your personal voice mail groups: 1. In the AltiAgent main window, click the Voice Mail tab to display the Voice Mail version of the window. 2. Click VM Group button in the Voice Mail list window to invoke the VM Group Edit window. Using Contact Adv as a Desktop User Figure 17.
Creating a VM Group 1. To create a VM group after opening the VM Group Edit window, click the New button, which invokes the Create Group window. Figure 18. Create Group window 2. Use the scroll bar to select a desired Group ID. 3. Enter the VM Group Name and any Comments. These are optional but may help you identify the group. 4. Select the member extensions by selecting the check box next to each extension. 5. When finished, click OK.
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. Deleting a Group To delete a Voice Mail Group: 1. Access the VM Group window as described “Accessing Voice Mail Group Lists” on page 31. 2. Click the Change button in the VM Group Edit window to open the Change Group window. 3. Click the Clear button to deselect all extensions. 4. Click OK to save and exit.
Figure 19. The Monitor Window Choosing Workgroups to Monitor 1. Open the Monitor window by clicking the Monitor button in the AltiAgent main window. 2. Click the Change button in the Monitor window to open the Change Monitor window. 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.
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 20. 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.
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CHAPTER 4 Using Contact Advantage as a Workgroup Agent Figure 1. Workgroup Agent login • View caller data (e.g., IP address, account number, credit card number, name, etc.) sent with an incoming call. • Pushing or sending a URL or web page to a web-based call. • Logging off one or more workgroups using a two-digit reason code that corresponds to a particular course of action, if logoff reason codes are used in your workgroup. • Viewing and printing workgroup call data.
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. Contact Advantage 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 Lists of Calls / Voice Messages Dial Buttons AltiAgent main window C ll C Using Contact Adv as Workgoup Agent Figure 3. Call Handling l The window consists of the following displays and buttons: Parameter Description Workgroup Status Displays statistical information about the current workgroup.
Directory Two tabs show a log of current calls, or a log of current and past voice mails. 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 such as transferring the call or sending it to voice mail. Configuration Lets you customize AltiAgent settings. See “Configuring Your Station Settings” on page 67.
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. Note: Workgroup Agent History window 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.] Figure 9.
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 53. These statistics clear if the system is reset. Click the Export button to export the statistics.
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CHAPTER 5 Using Contact Advantage as a Supervisor Logging in to Contact Advantage 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 cannot use AltiSupervisor when logging in with the IP Extension Integrated with... option.
Figure 12. 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. Contact Advantage 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 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 13. Agent Statistics window 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. The table also displays the login and logout times.
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 14. 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 Do Not Disturb (DND) state • in wait after a call To change views and print data: Click the workgroup pilot extension tab at the bottom of the panel to view data for agents in another workgroup. Click Print to print the current window data.
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. Workgroup CDR Search Workgroup CDR search lets you specify a search by workgroup.
• Today—sets the From/To fields to the current date • Last 7 Days—sets the From/To range to the previous seven days 2.
• Workgroup—sorts by workgroup • Trunk—sorts by trunk • N/A—search without sorting 6. Click Search. During the search, a progress window appears. To cancel the search, click Cancel. Search results appear in the Summary window. Refer to “Search Results” on page 63 for details on working with search results. Workgroup Statistics Search Workgroup Statistics lets you search workgroup call data (rtmData.
To run a WG Statistics search: 1. Select the time range for the search: • User Define—the From/To fields default to a range that includes the ten previous days. Edit the date and time for a custom range • Today—sets the From/To fields to the current date • Last 7 Days—sets the From/To range to the previous seven days 2. Select the Interval (1 day, 1 hour, or 15 minutes) to specify the granularity of your search results. Note: This selection is overridden by the interval setting in AltiAdmin.
All Statistics windows (WG, Agent Statistics Per WG, Agent) also have a Stop button. For explanations of records and database schema, refer to the CDR Manual.
CHAPTER 6 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 1. General Info configuration The General Info tab is the window you see when you first click the Config button in the Contact Advantage main window to open the Config window. In this window, you can edit your password, the default trunk access code, voice mail settings, Contact Advantage audio and video behavior, and external database access options. Default Trunk Access The trunk access codes are defined in the AltiWare Administrator.
Voice Mail Play Options You can choose to play your messages on your phone set, or play them on your sound card and speakers. If you choose to play them on your sound card, you have another choice: you can choose to play the message as it downloads, or to download it completely and play it on an external media player. Screen Pop, Audio Beep, and Auto Close Select the Screen Pop check box if you want a Contact Advantage window to pop up on your screen when you have a call.
• Select the Update database right now check box to refresh the data Contact Advantage accesses from the database. • If you select Outlook, AltiServ will load all the subfolders and data in your main Contacts folder, which will take a few moments. Once the data is loaded, you can close the Configuration window, reopen it, and click the Select Folder button that now appears to choose which Contacts subfolders you want to use.
• Select Use external recorder to use any client voice recording system you have installed. Use the Search button to browse to the .exe file (such as NovoPlaybackOE.exe). Note: For information on NOVO software and hardware installation and configuration with Contact Advantage, please contact NOVO Technical Support. Call Handling Click the Call Handling tab in the Config window to configure incoming call handling for your extension. Configuration Figure 3.
Forwarding to a Pager Not Recommended Forwarding calls to a pager is possible but not recommended since callers will only hear what is heard when calling a pager and might not know to enter a return phone number unless instructed. 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.
Before You Set Up ONA • ONA must be enabled by your system administrator. • Your Call Handling settings must not conflict with ONA. Specifically: — Do Not Disturb must be disabled. Otherwise, if your line is busy, all calls will go into voice mail and not to the ONA forwarding numbers you specify. — Enable Call Forward must be disabled. Otherwise, all calls will be forwarded according to this setting. See “Call Handling” on page 69 for details on these settings.
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 5. 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. You can enter up to ten phone numbers in the Caller ID Verification fields.
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 6. 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 “Other Features” on page 42.
Figure 8. 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. System Speed Dialing Click the System Speed tab in the Config window to view the System Speed Dial entries.
Index Index A AA state 10 Account Codes 25 ACT 3, 67 address AltiGen Communications, Inc. advanced database option 68 agent statistics 55 AltiAgent configuration 65 main window 41 AltiGen Communications, Inc.
Index group statistics, viewing group view 53 53 H handling calls 18–25 hiding Center 9 history logs 36, 47 history window 36, 47 hold 10 hold button 21 hold pending 10, 35, 46 I Idle state 10 installation requirements 1 IP extension, troubleshooting 9 P pager, and forwarding 70 Park state 10 password One Number Access 72 phone icon 9 ping 9 Play state 10 pop-up windows 9 Print button 54, 60 proceeding state 10 pushing web data 43 Q L licenses 2 listening in 58 M Main window 15 Microsoft Outlook 3, 6
Index T TCP socket 9 threshold time 41 transfer Centrex 23 transfer calls 22 transfer to auto attendant 23 transfer to voice mail 22 transferring calls to voice mail 23 Troubleshooting IP Connectivity 9 U uninstall 3 uninterruptible power supply (UPS) 53 upgrade 2 UPS (uninterruptible power supply) 53 URL sharing 43 URLs 43 V viewing agent status 58 viewing queues 59 voice mail 22, 26–33 forwarding 29 playing 27 voice mail group 30 voice mail state 11 W warranty v how to get service web button 43 web pa
