AltiConsole™ Manual MAX Communication Server Release 6.0 Update2 2/2009 4502-0001-6.
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 About AltiConsole . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 New in Release 6.0 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 Pre-Installation Checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 Installing AltiConsole . . . .
Transfer to Auto Attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . Transfer to Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . System Call Park . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Line Park . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Conference Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Overhead Paging . . . . . . . . . . . . . . . . . . . . .
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.
Attn.: RMA # 123 AltiGen Communications, Inc. 4555 Cushing Pkwy. Fremont, CA 94538 Upon authorization of return, AltiGen will decide whether the malfunctioning product will be repaired or replaced. 2. To obtain warranty service, you will be required to provide: a) the date and proof of purchase b) serial number of the product c) your name and company name d) your shipping address e) a description of the problem. 3. For additional information contact your AltiGen Dealer or AltiGen Communications, Inc.
CHAPTER 1 About AltiConsole AltiConsole 6.0 is an attendant console application for a client system or personal computer. It connects to MAX Communication Server ACC 6.0 (or higher) or MAX Communication Server ACM 6.0 (or higher). AltiConsole can simultaneously support up to 10 operators on the same MAXCS system. You must purchase an AltiConsole software license for the number of sessions you want to run.
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CHAPTER 2 Installation The client system must meet the following minimum requirements: • IBM/PC AT compatible system • 1 GHz CPU or above • Microsoft Windows XP Professional / Vista Business Edition • 30 MB Hard Drive Disk Space • 256 MB RAM • SVGA monitor (1024x768) with 256-color display, or better • Keyboard and mouse Pre-Installation Checklist Before installing AltiConsole, make sure the following is done: • The AltiConsole client should be connected to the AltiGen phone system over the LAN.
Auto Upgrade Each time you start up AltiConsole, a comparison is made with the version of MAXCS ACC/ACM that is running on the server. If updates were made on the server, and your version of AltiConsole is out-of-date, you are prompted for upgrade permission. If you automatically upgrade, the AltiConsole startup is terminated and a software upgrade session is started. Restart AltiConsole to run the newer version.
CHAPTER 3 Getting Started Start AltiConsole from the Microsoft Windows Start menu, by choosing Start > All Programs > AltiConsole > AltiConsole 6.0. Note: For users running Windows XP SP2, a firewall protection Security Alert may pop up when opening the client login window. If this happens, click Yes to allow AltiConsole to run. In order to run AltiConsole, the system server must be up and running. While the system is running, the data you see in your AltiConsole windows is refreshed and updated.
• Extension Number—your extension number. • Extension Password—your extension password. 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). Options: • Save Password—remembers your password for the next time you log in. • Monitor group call queue—lets you see all calls in a group’s queue, along with waiting times. You can then monitor queues for every group you belong to.
About the AltiConsole Main Window Help Button Dial Pad Info Line Parked Calls Panel Active Calls Panel Roll Back Button Call Handling Buttons Setup Button Calls Waiting in Group Queue When you start AltiConsole, the main window appears: The main window contains the following displays and buttons: • The Title bar displays your extension number.
• The Info line at the bottom left displays information on the current action or information about errors. • A message waiting indicator (red circle) appears at the bottom right when a new message is waiting. • The Active Calls panel shows the status and information about currently connected calls, including caller ID and DNIS information if available. If your system administrator has enabled multiple call waiting for your extension, this panel can hold up to 50 concurrent calls.
Note: You can pick up a workgroup queued call from the Group Call Queue window by clicking on the call or you can park your current call to accept the first available call in the group’s queue. If you are a member of multiple groups, you can also specify which groups to monitor. For details, see “Group Setup” on page 38. In order to use this feature, your system administrator must have checked the Allow Agent to Pick up Call from Workgroup Queue setting.
You can sort by any of the columns by clicking the column heading. You can enter data in the Extension, First Name and Last Name boxes (above the columns) to find a matching entry quickly. In addition to the extension and first name and last name of the extension user, this list displays the status of calls (described in “Call Statuses” on page 14), the activity state of the extension (described in “Activity States” on page 15, and the server that the extension belongs to.
This panel view displays all extensions—physical, virtual, hunt group and workgroups—in the system. In addition to the columns that are the same as that of the BLF tab described in the preceding subsection, an Extension column displays the type of extension: Physical, Virtual, Huntgroup or Workgroup. The status column shows a black circle next to the extension number for a huntgroup, workgroup and virtual extensions. A headset appears in place of a dot to indicate your extension.
Trunk Status View (Trunk tab) The third tab in the panel at the right is the Trunk tab. The Trunk view displays Location, Status and Server. The location identifies the card ID and port (channel) number on the board. For example, in location 00:05, the card ID is 0 and the port number is 5. The statuses in the Status column are described in “Call Statuses” on page 14. The Server column identifies the remote server that the trunk belongs to.
Speed Dial View (SPEED tab) The last tab in the panel at the right is the Speed tab. If you entered speed dial numbers in the Setup configuration dialog box, the Speed Dial view displays your list. You can use this list for speed dialing and speed transfers. See “Setting Speed Call List Entries” on page 35 for instructions on setting up speed dial numbers.
Call Statuses The Status column appears in many of the AltiConsole panels. The call statuses and their dot indicators [in brackets] can be one of the following. Generally stated, red means the line is being used, and green means idle. • AA (Auto Attendant) [a solid red dot]—a call being transferred to the auto attendant. • Busy [a solid red dot]—the called party is busy. • Conferencing [a solid red dot]—call participating in a conference call.
Activity States The states displayed in the Activity column in the BLF and ALL panels correspond to the Activity settings configured in MaxAdministrator. The first six activity codes are pre-configured as follows: 1 - System (uses system greeting), 2 - Personal (uses personal greeting), 3 - Meeting, 4 - Away from desk, 5 - Business Travel, 6 - Personal Time Off The remaining three activity codes (7, 8, 9) can be customized by the system administrator.
Keyboard Shortcuts General Tips • You can type extension or phone numbers using the keyboard number keys or the number pad. • Once you are in any of the panel views, you can use the keyboard arrow keys to scroll through and select a desired call or extension. Specific Keyboard Shortcuts The limitations that apply to all calls also apply to these shortcuts: while connected to a call, you cannot place another call, but you can answer another incoming call.
Mouse Shortcuts You can use several mouse shortcuts. The limitations that apply to all calls also apply to these shortcuts: while connected to a call, you cannot place another call, but you can answer another incoming call. To place or answer a call, your phone must be off-hook. • Double-click an extension in any list of extensions to call that extension. • Double-click an incoming call (Ringing status in the Active Calls list) to answer it.
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CHAPTER 4 Handling Calls A General Procedure In general, the steps in handling a call in AltiConsole are as follows: 1. Select the call. An incoming ringing call is already selected (highlighted) if it is the only call in the list. 2. Select the operation, such as Blind Transfer, Supervised Transfer, Voice Mail, and so on. 3. Select the destination (extension or outside number) you want to send the call to. 4. Click the Dial button or press Enter on the keyboard.
Dialing In the AltiConsole main window, you can dial as follows: 1. Type a number using the keyboard number keys or the numeric keypad, or click numbers on the dial pad, or select a number in one of the view panels (BLF, All, or Speed). 2. Click the Dial button, or press Alt+d or the Enter key on the keyboard. The Double-Click Shortcut If you’re calling a number in one of the view panels (BLF, All, or Speed), just double-click the number.
Answering Calls to Other Extensions You can take calls that were going to another extension under certain conditions. You can’t take a call to another extension if you have calls other than Hold calls in the Active Calls list. You have to handle the pending calls first. You can take the call if it shows a Ringing status. Use the Answer button, Alt+a, and the numeric keypad + key can also pick up calls ringing to other extensions. To pick up a ringing call on another extension: 1.
To place a call on hold: While connected to a call, click the Hold button or press Alt+o on the keyboard. The call is placed on hold, and the caller will hear music or recorded greetings (if it is configured by the system administrator) until it is picked up or you get a ring back. To pick-up a call on hold: The call must have a Hold status in the Active Calls list. To pick up the call, double-click it in the Active Calls list, or select it and click the Hold button, or select it and press Alt+o.
Blind Transfer Blind Transfer transfers an incoming call to an extension without your having to wait for the called party to answer. For limitations on this transfer, see the discussion, “When You Can and Can’t Transfer Calls” on page 22. If you have selected Single Click to Transfer in the Setup > General tab (see “Setting AltiConsole Behavior, Overhead Paging, Auto Attendant” on page 33), you can select the extension to which you want to blind transfer a call, and then single-click the selected call.
To transfer a connected call: 1. Click the Supervisor Transfer button or press Alt+s on the keyboard. 2. Select the destination extension from one of the view panels (BLF/ ALL/SPEED) by clicking it, or simply enter the destination extension number in the Dial Pad. If the transfer is to an outside number, enter the trunk access code and the full number. To use Centrex Transfer, transfer the call using your desk set dial pad. 3. Click the Dial button or press Enter on the keyboard.
1. Select the Connecting call in the Active Calls list. If you do not select a call and then proceed with these steps, the currently connected call is selected by default. 2. Click the Voice Mail button or press Alt+v. 3. Select the voice mailbox of the extension you want to transfer to. You can select the extension number from the BLF or ALL panel views or enter the number using the Dial Pad. 4. Click the Dial button or press Enter on the keyboard.
Parked calls ring back to you after a timeout period if a user does not pick up the call. The timeout period is set by your system administrator. Remember to notify users of their parked calls periodically. To pick up a parked call: You cannot be currently connected to any other call when you pick up a parked call. 1. Select the parked call from the Parked Calls list. 2. Click the Park button or press Alt+P on the keyboard.
To line park a connected call: • When you have a connected call, double-click a green Line Park group. The call will be parked. Parked calls ring back to you after a timeout period if a user does not pick up the call. The timeout period is enabled and set by your system administrator. Remember to notify users of their parked calls periodically. To pick up a line parked call: You cannot be currently connected to any other call when you pick up a line parked call. 1.
4. After connecting with the second party and announcing the conference call, click the Conference button or press Alt+c to add the call to the conference. If the party does not want to join the conference call or is not available, click the Roll Back button or press Alt+r to cancel the operation. 5. Repeat the above steps for each party you want to add. To conference an incoming call: 1.
To park and page: 1. Click on the active call you want to park. 2. Click the Overhead Paging button. The Park and Page dialog box opens: 3. Choose System Park or Line Park. 4. Enter an extension number beside Park For if you’re using System Park, or choose an ID if you’re using Line Park. The console will show who the caller is parked for. (See next figures.) 5. Hang up and page.
6. If no one picks up the call and you need to reconnect, while off-hook double-click the call. Recording a Call You can record a call from AltiConsole, if your extension is enabled to do so by the system administrator. The call may be recorded to your voice mail box or to a central location, depending on the setting for your extension (ask your system administrator). If recordings are delivered to your voice mail box, you can retrieve them the same way you retrieve any voice mail.
To record a call: 1. Right-click an active call, and choose Start Recording. 2. To pause or stop the recording, right-click and choose Pause Recording or Stop Recording.
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CHAPTER 5 Configuring AltiConsole Settings Click the Setup button at the bottom of the main window to open the Setup screen where you can set your extension number, the default auto attendant, audio and popup behavior, the overhead paging connection and method, and your speed dial numbers. If you are a member of a hunt group/workgroup or of multiple groups, and you checked Monitor group call queue in the AltiConsole login dialog box, a Group tab also appears in the Setup screen.
On this tab, you can configure incoming call notification, overhead paging, which auto attendant to use, and whether to allow auto answer and auto release of an IP trunk link tie. • Select the Screen Pop check box to have AltiConsole pop up when a call comes in to your extension. • Select the Audio Beep check box to hear a beep when a call comes in to your extension. • Select the Auto Attendant number to which callers will be sent when you transfer a call to the Auto Attendant.
• Select Single Click to Transfer to be able to transfer a highlighted call using a single click. With this option enabled, when you highlight an extension and then single-click the call (or double-click any call), the highlighted call in the Active Calls list is blind transferred to this extension. Viewing Your Server, Extension, and Tenant ID Click the Logon Info tab to view the server, extension, and tenant ID you are using.
. To add a number: 1. Click the Add button in the Speed Call List window. The Add Speed Dial Entry dialog box opens: . 2. Enter the phone number, first name, and last name of the user, workgroup, or external contact. Outside phone numbers must include all necessary digits such as trunk access code, long distance prefix, area code, and so on. The First Name and Last Name are optional; they can help you identify the entry.
To edit a number: 1. Select the number in the Speed Call List tab and click the Edit button (or double-click the entry). 2. Modify as needed. Outside phone numbers must include all necessary digits such as trunk access code, long distance prefix, area code, and so on. 3. Click OK. To remove numbers: • To delete one number, select the number in the Speed Call List tab, click the Remove button and confirm your decision.
Group Setup If you are a member of a hunt group/workgroup or of multiple groups, you can specify which groups to monitor, and whether AltiConsole should notify you when calls come into a monitored group’s queue. Note: The Group tab is displayed only if you selected the “Monitor group call queue” option at login. To specify group call queues to monitor: In the Available for Monitoring list, highlight the group number whose queue you want to monitor and click Add (or Add All for all group numbers).
To have AltiConsole alert you when a call comes into a group queue: • Check this option at the bottom of the Group tab. Only calls coming into the groups in the Monitor List will cause AltiConsole to alert you, via a screen pop and a beep. Requires configuration of screen popup or Audio beep on the General tab. BLF List Setup If you are an Operator or member of an Operator workgroup, you have access to the BLF List tab where you can choose remote extensions to monitor.
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Index Index disconnect status 14 DND status 14 Do Not Disturb status 14 double-click shortcut 20 downgrade procedure 4 A AA status 14 active calls view 8, 14 All Extensions view 10 AltiConsole basic functions 1 client system installation main window 7 setup 33 AltiGen Communications phone numbers ii answering calls 20–21 audio beep 34 auto answer 34 B BLF (see Busy Lamp Field) blind transfer 23 Busy Lamp Field (BLF) 9 busy status 14 buttons 8 C call handling buttons 8 call park 25 pickup 26, 27 call pa
Index multiple call waiting 8 states 14 Status column 14 supervised transfer 23 system call park 25 system requirements 3 N number pad shortcuts 16 T O Offhook status 14 options, setting 33 overhead paging 28 setup 34 P paging 28 park and page 29 Park status 14 parking a call 25 pickup a parked call 26, 27 placing a call 20 proceeding status 14 V Voice Answer status 14 Voice Mail 24 W R recording a call 30 release IP trunk tie link ringing status 14 roll back button 8 S screen popup 34 setup 33 au
