Altigen AltiConsole User manual

AltiConsole™

Manual

MAX Communication Server

Release 6.0

Update2

2/2009 4502-0001-6.0 Update2

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

MAX Communication Server, MaxAdministrator, MaxCommunicator,

MaxAgent, MaxSupervisor, MaxInSight, Enterprise Manager, AltiServ,

AltiLink, AltiConsole, VRPlayer, Zoomerang, IPTalk, Alti-Mobile

Extension, InTouch Dialer, 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.

4502-0001-6.0 Update2

AltiConsole Manual iii

Contents

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

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

New in Release 6.0 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3

Pre-Installation Checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

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

Auto Upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

Downgrade Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

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

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

Other MAXCS Settings Apply to AltiConsole . . . . . . . . . . . . . . . . 6

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

Busy Lamp Field View (BLF tab) . . . . . . . . . . . . . . . . . . . . . . . . . . 8

All Extensions View (ALL tab) . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Trunk Status View (Trunk tab) . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Speed Dial View (SPEED tab) . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Call Statuses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Activity States . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Keyboard Shortcuts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Mouse Shortcuts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Handling Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .17

A General Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Hands Free Handling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Dialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Answering Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Hold and Hold Pending . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Transferring Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Blind Transfer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Supervised Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

iv AltiConsole Manual

Transfer to Auto Attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Transfer to Voice Mail. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

System Call Park . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Line Park . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Conference Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Overhead Paging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Park and Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Recording a Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Configuring AltiConsole Settings . . . . . . . . . . . . . . . . . . . . .31

Setting AltiConsole Behavior, Overhead Paging, Auto Attendant 31

Viewing Your Server, Extension, and Tenant ID . . . . . . . . . . . . . 33

Setting Speed Call List Entries . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Group Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

BLF List Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .39

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 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 Communication’s 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:

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

Communications, Inc.

All materials being returnedto AltiGen must have anassociated RMA number.RMA numbers

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:

vi AltiConsole Manual

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.

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

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.

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 an auto attendant

• Conference calls (with up to six parties)

• Parking calls

• Accessing overhead paging (if available on your system)

• Viewing the call status of users on the system (busy, DND, and so on)

New in Release 6.0

In Release 6.0 Update 2, a new configuration option is added in the Setup

> General tab that allows a blind transfer to be done by selecting an

extension and then single-clicking the selected call, bypassing the Blind

Transfer button.

2 AltiConsole Manual

AltiConsole Manual 3

HAPTER

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.

• MAXCS ACC or ACM Release 6.0 Update2 must be installed on the

system to which the AltiConsole client is connected.

• The system administrator must configure the AltiConsole extension to

enable Multiple Call Waiting as an Answering option, and configure

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

desired.

• The AltiConsole License Key must be enabled.

• Older client programs cannot be installed on the same PC running 6.0

Update2 client programs.

Installing AltiConsole

1. Insert the MAX Communication Server Clients CD into the CD-ROM

drive.

2. Run Setup.exefrom the AltiConsolefolder and follow the installation

instructions as they appear on the screen.

AltiConsole Manual 4

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.

Note: For remote AltiConsole users outside the firewall, TCP port 10050

is required to be open to allow automatic upgrade. Automatic

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 6.0 Update2 program and ALL OTHER 6.0 Update2

client applications (including MaxAgent, MaxCommunicator,

MaxSupervisor and CDR Search).

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 software you had installed previously.

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