Altigen AltiConsole 4.5 User manual

Shaping the Future of Converged Communications

AltiConsole

4.5

1-4.5

www.altigen.com

Voice

Internet

Data

User Guide

AltiConsole™

for AltiWare Open Edition (OE) Release 4.5

Manual

Revised 02/2002 4502-0001-4.5

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. has designed security features into its products, it is

your sole responsibility to use the security features and to establish security

practices within your company, including training, security awareness, and

call auditing.

NOTICE

While every effort has been made to ensure accuracy, AltiGen

Communications, Inc. will not be liable for technical or editorial errors or

omissions contained within the documentation. The information contained

in this documentation is subject to change without notice.

This documentation may be used only in accordance with the terms of the

AltiGen Communications, Inc. License Agreement.

AltiGen Communications, Inc.

47427 Fremont Blvd.

Fremont, CA 94538

Telephone: 510-252-9712

Fax: 510-252-9738

E-mail: [email protected]

Web site: www.altigen.com

TRADEMARKS

AltiGen, AltiServ, AltiWare, AltiSpan, AltiReach, AltiLink, AltiConsole,

AltiAdmin, Zoomerang, and Dynamic Messaging are trademarks or

registered trademarks of AltiGen Communications, Inc.

All other brand names mentioned are trademarks or registered trademarks

of their respective manufacturers.

reserved.

Printed in U.S.A. 02/2002 4502-0001-4.5

AltiConsole 4.5 Manual iii

Contents

Warranty..........................................v

BeforeYouBegin ...................................1

About AltiConsole . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

NewinVersion4.5....................................1

PackageContents.....................................2

SystemRequirements..................................2

Before Installing AltiConsole . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

Installing AltiConsole . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

GettingStarted .....................................5

LoggingIn ..........................................5

About the AltiConsole Main Window . . . . . . . . . . . . . . . . . . . . . . . 7

BusyLampFieldView(BLFtab) .........................10

AllExtensionsView(ALLtab)...........................10

TrunkStatusView(Trunktab) ...........................11

SpeedDialView(SPEEDtab)............................11

CallStates............................................12

KeyboardShortcuts ....................................13

MouseShortcuts.......................................14

HandlingCalls ....................................15

AGeneralProcedure ...................................15

HandsFreeHandling ...................................15

Dialing ..............................................16

AnsweringCalls.......................................16

HoldandHoldPending .................................17

TransferringCalls .....................................18

BlindTransfer.......................................19

SupervisedTransfer..................................19

TransfertoAutoAttendant.............................20

TransfertoVoiceMail................................20

SystemCallPark ......................................21

AltiConsole 4.5 Manual iv

ConferenceCalls ......................................22

OverheadPaging ....................................22

ConfiguringAltiConsoleSettings .....................25

Setting AltiConsole Behavior, Overhead Paging, and Auto Attendant

ViewingYourServer,Extension,andTenantID .............26

SettingSpeedCallListEntries ...........................27

WorkgroupSetup......................................29

Index.............................................33

AltiConsole 4.5 Manual v

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.

How Long the Warranty Is Effective

All AltiGen Communications products are warranted for one (1) year for

all parts from the date of the first end user purchase.

Whom the Warranty Protects

This warranty is valid only for the first end user purchaser.

What the Warranty Does Not Cover

1. Any product on which the serial number has been defaced, modified or

removed.

2. Damage, deterioration or malfunction resulting from:

a) Accident, misuse, neglect, fire, water, lightning, or other acts of

nature, unauthorized product modification, or failure to follow

instructions supplied with the product.

b) Repair or attempted repair by anyone not authorized by AltiGen

Communications.

c) Any damage of the product due to shipment.

d) Removal or installation of the product.

e) Causes external to the product, such as electric power fluctuations

or failure.

f) Use of supplies or parts not meeting AltiGen Communications’

specifications.

g) Normal wear and tear.

h) Any other cause which does not relate to a product defect.

vi AltiConsole 4.5 Manual

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. RMA numbers are issued by AltiGen Customer Service and can

be obtained by calling 1-888-ALTIGEN (258-4436) or faxing an RMA

form, available from the AltiGen website at http://www.altigen.com/

partner/product.htm, to 510-252-9738, attention to Customer Service.

AltiGen reserves theright to refuse return ofany materialthat does nothave

an RMA number. The RMA number should be clearly marked on the

outside of the box in which the material is being returned. For example:

Attn.: RMA # 123

AltiGen Communications, Inc.

47427 Fremont Blvd.

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. via e-mail at s[email protected].

AltiConsole 4.5 Manual vii

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.

viii AltiConsole 4.5 Manual

AltiConsole 4.5 Manual 1

HAPTER

Before You Begin

About AltiConsole

AltiConsole 4.5 is an attendant console application for a client system or

personal computer running Microsoft Windows 98/2000 or Windows NT

(Server or Workstation) 4.0 with Service Pack 6a (or higher).

It connects to AltiGen’s AltiServ, the telephony server, running AltiWare

OE Release 4.5 or higher. AltiConsole can simultaneously support up to

ten operators on the same AltiServ system. However, you must purchase

the AltiConsole software license for desired number of sessions to support.

AltiConsole provides the following call handling functions:

• Placing and Answering Calls

• Placing Calls on Hold

• Transferring Calls (Blind and Supervised Transfers)

• Transferring Calls to Voice Mail

• Transferring Calls to Auto Attendant

• Conference Calls (with up to six total parties)

• Parking Calls

• Accessing Overhead Paging (if available on your system)

• Viewing of Call Status of users on the system (busy,idle,DND,etc.)

New in Version 4.5

• A message waiting indicator appears in the lower right corner of the

AlitConsole main window when new messages are waiting.

• A workgroup call queue is displayed in the main window when you on

belong to a workgroup.

• Do not disturb (DND) extensions are indicated with a dark icon in the

busy lamp field (BLF) view.

• Call to queue beep tone

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