Altigen AltiContent User manual

AltiClient™

AltiAgent™ and AltiSupervisor™

for AltiWare Open Edition (OE) Release 4.6

and AltiContact Manager (ACM) Release 4.6

Manual

Revised 3/03 4504-0011-4.6

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, AltiContact Manager, 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.

PrintedinUSA.03

/2003 Part Number 4504-0011-4.6

AltiClient Manual i

Contents

Contents.............................................i

Warranty...........................................iii

CHAPTER 1

Overview ..........................................1

Installation.........................................1

ClientSystemRequirements ..............................1

Session Licensing and License Upgrade Procedures . . . . . . . . . . . . 2

AltiAgent Session License . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

AltiSupervisor Session License . . . . . . . . . . . . . . . . . . . . . . . . . . 2

Pre-InstallationChecklist...............................2

Installing AltiClient on a Client System. . . . . . . . . . . . . . . . . . . . 3

Uninstalling AltiClient . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

MicrosoftOutlookandOutlookExpressSupport ..............3

ACT!/GoldMine®Support ...............................4

QuickNetIntegration ....................................4

CHAPTER 2

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

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

LoggingInRemotelyUsinganIPExtension .................7

IPExtensionsUsingMicrosoftNetMeeting3.01.............7

IPExtensionsUsingQuickNet...........................8

TroubleshootingIPConnectivity.........................8

Hiding or Exiting AltiClient . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

UsingtheWindowsTrayPhoneIcon......................9

ResizingtheDisplay..................................10

CHAPTER 3

UsingAltiClientasaWorkgroupAgent ...............15

ii AltiClient Manual

WorkgroupLogin .....................................16

LoggingOutorChangingWorkgroups.....................16

AbouttheMainWindow................................17

CallHandling.........................................18

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

PlacingCallsonHold.................................21

Using Call Waiting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

TransferringCalls....................................22

ConferencingCalls...................................24

RecordingCalls .......................................26

UsingAccountCodes.................................29

AltiAgent Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

SettingStatustoReadyorNotReady....................30

Viewing,Sharing,orPushingData......................30

Monitoring...........................................32

ChoosingWorkgroupstoMonitor.......................32

ViewingtheCallHistory..............................34

ViewingWorkgroupStatistics..........................35

ViewingQueues.....................................36

Using ActiveX Control with Third Party Applications . . . . . . . . . 37

CHAPTER 4

Using AltiClient as a Supervisor ......................39

LoggingIn ...........................................39

ViewingGroupStatistics................................41

ViewingAgentStatistics ................................43

ViewingaHistoryofAgentActivity.....................44

ViewingAgentCurrentStatus............................45

Monitoring—ListeninginandBargingIn...................47

OperationNotes.......................................49

CHAPTER 5

ConfiguringYourStationSettings ....................51

ApplyButtonandOKButton...........................51

Default Trunk Access. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

AltiClient Manual iii

RecordType........................................53

VoiceMailPlayOptions ..............................53

ScreenPop,AudioBeep,andAutoClose.................53

Accessing Databases. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

CallHandling.........................................56

MessageNotification ...................................60

AddingorEditingStationSpeedEntries..................62

SystemSpeedDialing.................................63

Index...............................................65

iv AltiClient Manual

AltiClient Manual iii

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.

iv AltiClient 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 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.

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 supp[email protected].

AltiClient Manual v

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.

vi AltiClient Manual

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