Altigen AltiConsole User manual

AltiConsole™

for AltiWare Open Edition (OE) / AltiServ Contact

Center (ACC) Release 5.0

and AltiContact Manager (ACM) Release 5.0

Manual

Revised10/20044502-0001-5.0

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: [email protected]

Web site: www.altigen.com

TRADEMARKS

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

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

PrintedinU.S.A.10/2004 4502-0001-5.0

AltiConsole Manual iii

Contents

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

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

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

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

NewinVersion5.0....................................2

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

SystemRequirements..................................3

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

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

AutoUpgrade........................................4

DowngradeProcedure .................................4

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

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

LoggingIntoMulti-SiteConsole.........................7

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

BusyLampFieldView(BLFtab) .........................12

AllExtensionsView(ALLtab)...........................13

TrunkStatusView(Trunktab) ...........................14

SpeedDialView(SPEEDtab)............................15

CallStates............................................16

ActivityStates ........................................17

KeyboardShortcuts ....................................18

MouseShortcuts.......................................19

HandlingCalls ....................................21

AGeneralProcedure ...................................21

HandsFreeHandling ...................................21

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

AnsweringCalls.......................................22

HoldandHoldPending .................................23

TransferringCalls .....................................24

AltiConsole Manual iv

BlindTransfer ......................................25

SupervisedTransfer..................................25

TransfertoAutoAttendant ............................26

TransfertoIVR .....................................26

TransfertoVoiceMail................................26

SystemCallPark ......................................27

LinePark ............................................28

ConferenceCalls ......................................29

OverheadPaging ....................................30

ConfiguringAltiConsoleSettings .....................31

Setting AltiConsole Behavior, Overhead Paging, and Auto Attendant/

IVR ..............................................31

ViewingYourServer,Extension,andTenantID .............32

SettingSpeedCallListEntries ...........................33

GroupSetup..........................................35

Index.............................................37

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.

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 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

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.

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.

via e-mail at support@altigen.com.

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 5.0 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 ContactCenter 5.0(orhigher) orAltiContactManager5.0

(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 5.0

• An extension activity display column added to BLF and ALL tabs

display.

• AltiConsole is able to pick up workgroup queued calls from the Group

Call Queue tab by clicking on the call.

• AltiConsole screen is enlarged to 1024 x 768 full screen display

(800x600 monitor setting no longer supported)

• Line park—Line Park tab added, which displays all lines configured in

Line Park Groups, Line Park name and Line Park line status. An

operator can click on the Line entry to park a connected call or to pick

up a parked call.

• Group paging support—a Group Paging configuration option is added

in the Setup menu (feature not available for remote servers connected

through Multi-Site Console)

• The Transfer button will send “FLASH *” to release a tie trunk if the

incoming call is through an IP trunk.

•FortheBLF,ALL and SPEED tab, an operator can enter data in one

or more text boxes to find a matched entry quickly.

• If the application detects an older version between the client and

AltiWare server, the client system is prompted for upgrade permission

and a software upgrade session can be started.

• Extension password protection for logins.

Package Contents

The following items are included in the AltiConsole package:

• AltiConsole 5.0 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.

AltiConsole Manual 3

System Requirements

The client system must meet the following minimum requirements:

• Windows 2000, NT Server 4.0 (Server or Workstation) with Service

Pack 6 (or higher)

• Intel 300 MHz (or faster) Pentium

• 30 MB available hard disk drive space

• 128 MB DRAM

Additional Requirements for Multi-Site Console

• Eachsitemust haveAltiWare OE 5.0 (or higher)Serverinstalledinthe

LAN in which the application runs.

Before Installing AltiConsole

• AltiWare OE Release 5.0 (or higher), AltiServ Contact Center 5.0 (or

higher) or AltiContact Manager 5.0 (or higher) must be installed on the

system to which the AltiConsole client will connect.

• The system administrator must configure the extension to enable

Multiple Call Waiting as an Answering option, as well 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 5.0

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.

AltiConsole Manual 4

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 of 15 MB files over the 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 5.0 program and ALL OTHER 5.0 client applications

(including AltiAgent, AltiView, AltiSupervisor and CDR Search 5.0).

2. Reboot your system.

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

remove AlpInterface.dll.

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 4.6 software.

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