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.
Copyright © AltiGen Communications, Inc. 2003. All rights reserved.
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
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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