Altigen AltiServ User manual

AltiServ™

User Guide

for AltiWare Open Edition (OE) Release 4.6

and AltiContact Manager (ACM) Release 4.6

Revised 06/2003 4003-0002-4.6

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.06

/2003 Part Number 4003-0002-4.6

AltiServ User Guide i

Contents

PhoneFeatureCodes ................................1

AltiGenVoiceMailSystemQuickFeatures ................1

MakingCalls.........................................1

AnsweringCalls......................................1

CallManagement.....................................2

OtherFeatures........................................2

CHAPTER 1

AltiWare/AltiContact Manager Telephone Functions . . . . .3

BasicFunctions ........................................3

MakingCalls.........................................3

AnsweringCalls......................................3

Putting a Call on Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

TransferringCalls.....................................4

CentrexTransfer......................................4

ConferenceCalls......................................5

Consultation.........................................6

CallPark............................................6

SystemCallParkandSilentSystemCallPark...............7

CallWaiting.........................................7

Multiple Call Waiting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

AccountCodes.......................................9

SystemCallback......................................9

DialingaRemoteAltiWare/ACMSystem...................10

CallingaRemoteExtensionDirectlyoverIP...............10

Calling Remote Auto Attendant/IVR or Operator . . . . . . . . . . . 10

CallingaRemoteNumber(HopOffDialing)..............10

VoiceOverIPTrunkCallSupport ........................11

SupportedFeatures...................................11

RemoteLocationsIPDialingChart........................13

UsingFeatureCodes ...................................14

AnsweringCalls.....................................14

ii AltiServ User Guide

AltiGenVoiceMailSystemQuickFeatures...............16

MakingCalls.......................................16

CallManagement....................................17

WorkgroupFeatures..................................18

WorkgroupSupervisorFeatures.........................19

OtherFeatures ......................................19

OperatorFeatures......................................21

CallHandlingandtheAutoAttendant/IVR................21

CheckingtheGeneralMailbox .........................21

CallsonHold.......................................21

OperatorOff-line....................................22

OutsideCallBlocking................................22

CHAPTER 2

UsingtheAltiGenMailVoiceSystem..................23

LoggingIn ..........................................23

RemoteLogin.......................................24

AboutPasswords....................................25

Transfer to AltiGen Voice Mail System Feature . . . . . . . . . . . . 25

Returning to Auto Attendant/IVR from the AltiGen Voice Mail

System..........................................25

AltiGenVoiceMailSystemMainMenuOptions.............26

ListeningtoMessages................................26

SendingMessages ...................................28

Making a Call from within the AltiGen Voice Mail System . . . 29

PersonalOptions ......................................29

RecordingGreetings..................................29

ChangingyourPassword..............................30

UsingMessageNotification............................31

UsingReminderCalls ................................32

CallForwarding.....................................33

FeatureTips........................................33

UsingDistributionLists...............................34

Log On/Off IP Extension (Dynamic IP Addressing Only) . . . . 36

DynamicMessaging ...................................37

Zoomerang.........................................37

AltiServ User Guide iii

PrivateMessaging....................................38

AltiGen Voice Mail System Mixed-Media Messaging . . . . . . . . . 39

Accessing AltiGen Voice Mail System Mixed-Media Messages39

CHAPTER 3

UsingAltiReach ...................................43

LoggingIn ...........................................43

TheMainMenu .....................................44

SettingCallManagement................................46

One Number Access (ONA). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

MessageNotification ...................................52

StationSpeedDialingSetup..............................53

iv AltiServ User Guide

AltiServ User Guide 1

Phone Feature Codes

##<pwd>................. Logintovoicemailatyourown

station

###<ext><pwd>........... Logintovoicemailatanotherstation

AltiGen Voice Mail System Quick Features

#11...................... GreetingMenu

#28...................... PasswordMenu

Making Calls

#34...................... DialByName

#35...................... VirtualLogIn(StationPrivilege

Override)

#69...................... DialLastCaller

#77...................... StationSpeedDial

#88...................... SystemSpeedDial

#99...................... LastNumberRedial

#93<ext>................. IntercomCall

Answering Calls

#29<ext>................. IndividualCallPickup(aspecific

station)

#30...................... SystemCallPickup(anystation

ringing)

FLASH#31............... PersonalCallPark

#31<ext>................. PersonalCallParkPickup

FLASH#41............... SystemCallPark

#41<loc.#>............... SystemCallParkPickup

#81...................... HandsFreeIntercomMode

#82...................... HandsFreeManualAnswerMode

1Feature must be enabled by system administrator.

2AltiServ User Guide

Call Management

#26.......................StationLogOut

#27.......................StationLogIn

#32<acctcode>.............EnterAccountCode(beforedialing)

FLASH #32 <acct code>. . . . . .Enter Account Code (mid-call)

#33.......................DoNotDisturb

#36.......................CallForwarding

#37.......................RemoteCallForwarding

Other Features

#22.......................FeatureStatusCheck

#25.......................StationSpeedDialSetup

#38.......................OutsideCallBlocking(operatoronly)

#39.......................OperatorOff-Line(operatoronly)

#44.......................OverheadPaging

#45.......................OverheadPagingbyTrunk

#55.......................ListFeatureTips

#73.......................SilentSystemCallPark

#90. . . . . . . . . . . . . . . . . . . . . . .Ready to receive workgroup calls

#91. . . . . . . . . . . . . . . . . . . . . . .Not ready to receive workgroup calls

FLASH<ext>..............Transfer

FLASH #40 . . . . . . . . . . . . . . . .Transfer to AltiGen Voice Mail

System

FLASH # 15 <AA/IVR#> . . . . . .Transfer to Auto Attendant/IVR

FLASH##<ext>...........TransfertoaUser’sVoiceMail

FLASH <ext> FLASH . . . . . . .Consultation

FLASH<number>#.........ConferenceCall

FLASH ...................CallWaiting

AltiServ User Guide 3

Telephone Features

HAPTER

AltiWare/AltiContact Manager

Telephone Functions

AltiWare/AltiContactManagerprovidesa broadrangeofcall-handlingand

dialingfeatures.For you to use the system mosteffectively,youmight want

to browse through this section and keep it handy for future reference.

Note: This guide refers to the FLASH button on the telephone device.

The flash function is the off-hook flash used, for example, to take

the other call in a simple call-waiting situation. Some telephones

may provide a LINK or similar button that provides the same

function.

Basic Functions

Making Calls

•Tomakeaninternal call to another extension, lift the handset

off-hook, wait for dial tone and dial the extension number.

•Tomakeanexternal call, lift the handset off-hook, wait for dial tone,

dial thedesignated outside lineaccess digit and dial thephone number.

The outside line digit(s) are provided by your administrator.

Note: If the Forced Account Code feature is enabled, the user must

enter an Account Code before making an external call.

Answering Calls

When you answer the phone, there may be different rings depending on

who is calling you. When Distinctive Ringing is enabled on your system,

three different ringing cadences may be used:

• Internal Call = short double rings

• External Call = long single rings between long pauses

• Operator Call = long single rings between short pauses

4AltiServ User Guide

Putting a Call on Hold

While connected to a call, do one of the following:

•PresstheFLASH button to play music on hold —if the system is

configured to play music on hold—and do not hang up. Hanging up

will disconnect the call. To reconnect to the call, press the FLASH

button again.

•PresstheHOLD button. Nothing is heard while placed on hold this

way. Hanging up here will not disconnect the call. To reconnect to the

call, press the HOLD button again.

Transferring Calls

To transfer the currently connected call:

1. Press the FLASH button.

2. At the dial tone, dial the third party’s extension number, or if

permitted, a trunk-line access prefix and an external phone number.

3. When the third party answers, announce the call or simply hang up.

When hanging up, use the Release button if available, or keep the

hook-flash depressed for a couple of seconds to make sure the call is

transferred.

To abort the transfer and reconnect to the incoming call, press FLASH

again before the transfer is complete.

Centrex Transfer

If you have a Centrex line, you can use this feature to transfer an external

call to an outside number without having to tieup two trunk lines. Once the

transfer is complete, the external caller’s line connects directly to the

outside number.Since there are nolonger any connections to internal users,

internal trunk lines are then dropped, freeing up system trunk line resources

for other calls.

To complete a Centrex transfer:

1. Press FLASH,then*.

2. Dial the second party’s number (no need to dial the prefix for trunk-

line access such as 9) and either hang up or announce the call.

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