Altigen AltiView User manual

AltiView™

for AltiWare Open Edition (OE) / AltiServ Contact

Center (ACC) Release 5.0

and AltiContact Manager (ACM) Release 5.0

Manual

Revised: 05/2004 4503-0001-5.0

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.

PrintedinUSA05

/2004 Part Number 4503-0001-5.0

AltiView Manual iii

Contents

Warranty...........................................vii

CHAPTER 1

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

NewinVersion5.0....................................1

ClientSystemRequirements ..............................2

Licensing .............................................2

InstallationandSetup....................................2

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

Installing AltiView on a Client System . . . . . . . . . . . . . . . . . . . . 3

Uninstalling AltiView. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

AutoUpgrade........................................3

DowngradeProcedure .................................3

MicrosoftOutlookandOutlookExpressSupport ..............4

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

CHAPTER 2

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

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

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

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

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

Hiding or Exiting AltiView . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

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

ResizingtheDisplay...................................9

CallStates ............................................9

ErrorMessages........................................11

CHAPTER 3

UsingAltiView ....................................13

iv AltiView Manual

AbouttheMainWindow..............................14

AbouttheCallsList..................................15

HandlingCalls........................................16

Dialing............................................16

PlacingCallsonHold.................................18

Using Call Waiting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

TransferringCalls....................................19

ConferencingCalls...................................21

RecordingCalls .......................................24

UsingAccountCodes.................................26

UsingVoiceMail......................................28

AbouttheVoiceMailWindow.........................28

ListeningtoYourVoiceMail ..........................29

MonitoringExtensionActivity ...........................32

ChoosingExtensionstoMonitor........................33

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

CHAPTER 4

ConfiguringYourStationSettings ....................37

ApplyButtonandOKButton...........................37

GeneralInformation....................................38

Default Trunk Access. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

VoiceMailPlayOptions..............................39

ScreenPop,AudioBeep,andAutoClose.................39

Accessing Databases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

ColorSelection......................................40

ReleaseIPTrunkLinkTie.............................40

InsertDialingPrefix..................................40

One Number Access (ONA) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

CallHandling.........................................45

MessageNotification...................................47

VMGroups(DistributionLists).........................49

Accessing Voice Mail Group Lists . . . . . . . . . . . . . . . . . . . . . . 49

StationSpeedDialingSetup..............................51

AddingorEditingStationSpeedEntries..................52

SystemSpeedDialing ................................53

AltiView Manual v

Index...............................................55

vi AltiView Manual

AltiView Manual vii

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:

viii AltiView 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.

AltiView Manual 1

Installation

HAPTER

Installation

AltiView is call management software that runs with the AltiWare OE/

ACC 5.0 or ACM 5.0 system. The AltiView software can be installed on a

Windows 98/2000 or Windows NT PC.

To install the AltiView client software, you can load AltiView client on a

network server and then using your company’s distribution software to

deliver the AltiView client software to each desktop PC.

Most frequently, this means loading the software onto a sharednetwork file

serverand copying the softwareto each desktop PC. Alternatively, you can

use the AltiView CD ROM to install the program on each desktop.

The following items are included in the AltiView 5.0 package:

• AltiView Session License Key

• AltiView 5.0 Manual

If any of these items are missing or damaged, please contact your

Authorized AltiGen dealer.

Important: 4.6 client programs cannot be installed in the same PC running

5.0 client programs.

New in Version 5.0

• Right-click for conferencing of incoming calls

• Right-click for dropping conference members

• Activity (configured in AltiWare, ACM Admin) is displayed when an

AltiView user is in RNA or DND state.

• Speed dial names based only on entries configured in AltiServ

• Release IP Trunk Link Tie option added to configuration

• If the application detects an older version of AltiView on the system,

the system is prompted for upgrade permission anda software upgrade

session can be started.

• Extension password protection for logins.

2AltiView Manual

Client System Requirements

The client system must each meet the following minimum requirements.

For server system requirements, see the AltiWare OE/ACC System

Installation and Administration Manual or the AltiContact Manager

Administration Manual.

• IBM/PC AT compatible system

• Intel 300 MHz (or faster) Pentium

• Windows 98 (or higher), or Windows 2000, or Windows NT 4.0 or

higher, Server or Workstation.

• 30 MB Hard Drive Disk Space

• 128 MB DRAM

• SVGA monitor (800 x 600) with 256 color display, or better

• Keyboard and Mouse

• AltiWare OE/ACCenter Release 5.0 or AltiContact Manager 5.0

running on a server accessible to this client.

Licensing

AltiView requires an AltiView session license to be installed at the

AltiWare/ACM system. Concurrent login session is governed by the

AltiView session license.

You can verify the licenses when you run AltiAdmin/ACM Admin by

selecting About AltiWare…/About ACM Admin... on the Help menu,

then clicking the License Information button to view a window that

displays licenses and session information.

Installation and Setup

Pre-Installation Checklist

Before installing AltiView, please review the following checklist:

• Make sure that AltiWare OE/ACC 5.0 or ACM 5.0 has been installed

on the system.

• Make sure that TCP/IP is enabled on both machines.

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