Altigen AltiConsole User manual

AltiConsole™

for AltiWare Open Edition (OE)/

AltiServ Contact Center (ACC) Release 5.0A

and AltiContact Manager (ACM) Release 5.0A

Manual

Revised 07/2006 Version #4 4502-0001-5.0A

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.

4555 Cushing Pkwy.

Fremont, CA 94538

Telephone: 510-252-9712

Fax: 510-252-9738

E-mail: info@altigen.com

Web site: www.altigen.com

TRADEMARKS

AltiGen, AltiServ, AltiWare, AltiContact Manager, AltiLink, AltiConsole,

AltiAdmin, Alti-IP 600, Alti-MSCRM, Alti-VRPlayer, Zoomerang,

IPTalk, AltiReport, and SuperQ are trademarks or registered trademarks of

AltiGen Communications, Inc.

All other brand names mentioned are trademarks or registered trademarks

of their respective manufacturers.

Printed in U.S.A. 07/2006 4502-0001-5.0A

AltiConsole Manual iii

Contents

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

Before You Begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1

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

About Multi-Site Console. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

New in Version 5.0A . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

Package Contents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

System Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

Before Installing AltiConsole . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

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

Auto Upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

Downgrade Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

Getting Started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5

Logging In . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Logging In to Multi-Site Console. . . . . . . . . . . . . . . . . . . . . . . . . 7

About the AltiConsole Main Window . . . . . . . . . . . . . . . . . . . . . . . 9

Busy Lamp Field View (BLF tab) . . . . . . . . . . . . . . . . . . . . . . . . . 12

All Extensions View (ALL tab) . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Trunk Status View (Trunk tab) . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Speed Dial View (SPEED tab) . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Call States . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Activity States . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Keyboard Shortcuts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Mouse Shortcuts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Handling Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .21

A General Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Hands Free Handling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Dialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Answering Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Hold and Hold Pending . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Transferring Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

AltiConsole Manual iv

Blind Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Supervised Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Transfer to Auto Attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Transfer to IVR . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Transfer to Voice Mail. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

System Call Park . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Line Park . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Conference Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Overhead Paging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Configuring AltiConsole Settings . . . . . . . . . . . . . . . . . . . . .33

Setting AltiConsole Behavior, Overhead Paging, and Auto Attendant/

IVR . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Viewing Your Server, Extension, and Tenant ID . . . . . . . . . . . . . 35

Setting Speed Call List Entries . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Group Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .41

AltiConsole 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.

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:

vi AltiConsole Manual

1. Take or ship the product (shipment prepaid) to your AltiGen distributor or to AltiGen

Communications, Inc.

AllmaterialsbeingreturnedtoAltiGen must have an associatedRMAnumber. RMA numbers

are issued by AltiGen Customer Service and can be obtained by calling 1-888-ALTIGEN

(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. The

RMAnumbershouldbeclearlymarkedonthe outside of the box inwhich the material isbeing

returned. For example:

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. Foradditionalinformationcontact your AltiGen Dealer orAltiGenCommunications,Inc.

via e-mail at [email protected].

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.

AltiConsole Manual 1

HAPTER

Before You Begin

About AltiConsole

AltiConsole 5.0A 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/AltiServ Contact Center 5.0A (or higher) or AltiContact Manager

5.0A (or higher). AltiConsole can simultaneously support up to ten

operators on the same AltiWare 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/IVR

• 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.)

About Multi-Site Console

The Multi-Site Console feature allows the application to act as an

attendant console for multiple systems. Up to 10 sites (servers) can be

added and managed through Multi-Site Console. The total number of

physical extensions supported is 600. The total number of combined

extensions (physical + virtual) supported is 6,000.

AltiConsole Manual 2

New in Version 5.0A

• Display workgroup name and number in the Workgroup Call Queue

window.

• Configuration field added in the Overhead Paging configuration for

station paging.

• Auto-answerfeatureadded -Ausercanenable ordisable Auto Answer

Mode, set number of seconds ranging from 0 to 30 seconds, and to ring

IP phone before answering from AltiConsole setup page.

Package Contents

The following items are included in the AltiConsole package:

• AltiConsole 5.0A Manual

• AltiConsole End User License Agreement

Make sure you have all items listed above. If anything is missing or

damaged, please contact your Authorized AltiGen Dealer.

System Requirements

The client system must meet the following minimum requirements:

• Windows 2000 or Windows 2003

• Intel 300 MHz (or faster) Pentium

• 30 MB available hard disk drive space

• 128 MB DRAM

Additional Requirements for Multi-Site Console

• Each site must have AltiWare OE 5.0A (or higher) Server installed in

the LAN in which the application runs.

Before Installing AltiConsole

• AltiWare OE, ACC or ACM Release 5.0A (or higher) must be

installed on the system to which the AltiConsole client will connect.

AltiConsole Manual 3

• The system administrator must configure the extension to enable

MultipleCallWaiting as an Answering option, aswell as configuring

the extension’s Busy Call Handling and No Answer Handling as

desired.

• The client system should be connected to the system over the LAN.

• Ensure AltiConsole License Key has been enabled.

• 4.6 client programs cannot be installed in the same PC running 5.0A

client programs.

Installing AltiConsole

1. Insert the AltiWare CD into the CD-ROM drive.

2. Run the Setup.exe from the Client\AltiConsole folder and follow the

installation instructions as they appear on the screen.

Auto Upgrade

During startup, AltiConsole will detect if its version matches with the

version of the OE/ACC or ACM server to be connected. If an older version

is found, the client will be prompted for upgrade permission. If the user

decides to auto upgrade, the AltiConsole application is terminated and a

software upgrade session is started. Restart AltiConsole to run the newer

version.

Note: For remote AltiConsole users, auto upgrade over the Internet

requires the sending of15 MBfiles overthe WAN,which may take

some time to perform the automatic update.

Downgrade Procedure

1. Go to Control Panel>Add/Remove Programs and remove the

AltiConsole 5.0A program and ALL OTHER 5.0A client applications

(including AltiAgent, AltiView, AltiSupervisor and CDR Search

5.0A).

2. Reboot your system.

3. Go to “<local drive>:Program Files\AltiGen\Shared Files\” and

remove AlpInterface.dll.

AltiConsole Manual 4

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.

4. Install the AltiConsole 5.0 software.

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