AltiConsole™ for AltiWare ACC Release 5.1 and AltiWare ACM Release 5.1 Manual Revised 12/2006 Version #1 4502-0001-5.
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 Warranty . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . v About AltiConsole . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 About Multi-Site Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 New in Version 5.1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 Pre-Installation Checklist . . . . .
Supervised Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Transfer to Auto Attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . Transfer to Auto Attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . Transfer to Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . System Call Park . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Line Park . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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 5.1 is an attendant console application for a client system or personal computer. It connects to AltiWare AltiContact Center 5.1 (or higher) or AltiWare AltiContact Manager 5.1 (or higher). AltiConsole can simultaneously support up to 10 operators on the same AltiWare 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 • Intel 166 MHz Pentium or equivalent • Microsoft Windows 2000 Server/Professional with SP4 or Windows XP Professional • 30 MB Hard Drive Disk Space • 64 MB RAM • SVGA monitor (1024x768) with 256-color display, or better • Keyboard and mouse Additional Requirement for Multi-Site Console Each site must have AltiWare 5.1 (or higher) Server installed in the LAN in which the application runs.
Installing AltiConsole 1. Insert the AltiWare Clients CD into the CD-ROM drive. 2. Run Setup.exe from the AltiConsole folder and follow the installation instructions as they appear on the screen. Auto Upgrade Each time you start up AltiConsole, a comparison is made with the version of AltiWare 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.
CHAPTER 3 Getting Started Start AltiConsole from the Microsoft Windows Start menu, by choosing Start > All Programs > AltiConsole > AltiConsole 5.1. 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.
To add a remote server: 1. Click the Add button. In the Server field, a checked box appears and the Server and Display fields become highlighted. 2. Click on the Server field and replace “New0” with the IP address of the remote server. Click on the Display Name field and replace “Display0” with the name of the remote server. Note: You can also left-click once in either field to change it. 3. To continue adding remote servers (up to 10), repeat Steps 1-3. 4.
Other AltiServ Settings Apply to AltiConsole If you have configured your extension settings by way of other AltiWare system applications such as AltiView, those settings apply when you run AltiConsole on your extension. For example, if you enable Hands Free Manual Answer Mode by pressing #82 or #81 on your telephone keypad (which allows you to answer calls leaving your phone off hook), that setting is active when you use AltiConsole.
About the AltiConsole Main Window Setup Button Dial Pad Info Line Parked Calls Panel Active Calls Panel Roll Back Button Call Handling Buttons Help 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 40. 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.
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 (for Multi-Site Console). 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 16. 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 37 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 AltiWare Administrator. The first six activity codes are pre-configured as follows: 1 - System, 2 - Personal, 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. When the extension user selects an activity, the name of the activity is displayed in AltiConsole.
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. 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. Note: Double-clicking the destination number in step 3 completes the action and eliminates the need for step 4.
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 24. To blind transfer a connected call: 1. Click the Blind Transfer button or press Alt+b on the keyboard. 2. Select the destination extension from one of the view panels (BLF/ ALL/SPEED) by clicking it, or just enter the destination extension number in the Dial Pad.
To use Centrex Transfer, transfer the call using your desk set dial pad. 3. Click the Dial button or press Enter on the keyboard. Note: Double-clicking the destination extension number at step 2 eliminates step 3. 4. After connecting to the destination party, verify that the person wants to accept the call, and depending on their response, do one of the following: • If yes, click the Supervised Transfer button or press Alt+s on the keyboard again to complete the transfer.
4. Click Dial or press Enter on the keyboard. Transfer to Voice Mail You can transfer a connected call to the voice mail of any extension. If you do not select an extension, the caller is transferred to your own voice mail. 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.
To park a connected call: • When you have a connected call, double-click the Park button. The call will be parked. OR • When you have a connected call, click the Park button (or Alt+P on the keyboard), then double-click on an extension in the panel at the right of the main window. The call will be parked and will show Park for the extension. 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.
The dots at the left have the following meanings: • A solid green dot means an available Park Line. • A solid red dot means the Park Line currently has a parked call. 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.
While you are participating in a conference call, you cannot handle other incoming calls. You cannot mix AltiConsole conferencing with phone set conferencing in the same conference session. To conference an outgoing call: While connected to the first conference participant other than yourself: 1. Click the Conference button or press Alt+c to call the second party. 2. Select the second party’s extension number from the BLF/ALL/ SPEED tab or enter the extension number using the Dial Pad.
You must have Offhook status in order to connect to overhead paging. Overhead paging options are configured in the Setup screen. See “Configuring AltiConsole Settings” on page 35. To connect to the overhead paging: 1. Click the Overhead Paging button. 2. Make your announcement. 3. Click the Hang-Up button to end the session. Park and Page Park and Page lets you park a call and then page using just one button, the Overhead Paging button. To park and page: 1.
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. In these windows, you can save your changes by clicking OK.
• Select the Audio Beep check box to hear a beep when a call comes in to your extension. • For overhead paging, select one of the following options: — Audio Output (the same as pressing #44 on the phone pad) — Trunk Paging (the same as pressing #45 on the phone pad). If you select a trunk line, use the drop-down list to select the trunk to be used for the overhead paging. — IP Group Paging (the same as pressing #46 on the phone pad).
The server and extension are those entered in the AltiConsole login dialog box for this session. The tenant ID of your extension is set by your system administrator. AltiConsole remembers these settings the next time you run it. Setting Speed Call List Entries Click the Speed Call List tab to work on Speed Call entries.
. 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 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.
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Index Index A AA status 16 active calls view 10, 16 All Extensions view 12 AltiConsole basic functions 1 client system installation 4 main window 9 setup 35 AltiGen Communications phone numbers ii answering calls 22–23 audio beep 36 auto answer 36 Auto Attendant 26 B BLF (see Busy Lamp Field) blind transfer 25 Busy Lamp Field (BLF) 11 busy status 16 buttons 10 C call handling buttons 10 call park 27 pickup 28, 29 call park ID 10 call queue, workgroup 10 call states 16 calls status view 10 conference call
Index mouse shortcuts 19 multiple call waiting 10 multi-site Console 1 requirements 3 Speed view 15 states 16 Status column 16 supervised transfer 25 system call park 27 system requirements 3 N number pad shortcuts T 18 O Offhook status 16 options, setting 35 overhead paging 30 setup 36 P paging 30 park and page 31 Park status 16 parking a call 27 pickup a parked call 28, 29 placing a call 22 proceeding status 16 S screen popup 35 setup 35 audio beep 36 overhead paging 36 screen pop 35 speed call lis
