Altigen Contact Advantage User manual

Shaping the Future of Converged Communications

Contact Advantage 4.5

1-4.5

www.altigen.com

Voice

Internet

Data

Manual

Contact Advantage™

AltiView™, AltiAgent™, and AltiSupervisor™

for AltiWare Open Edition (OE) Release 4.5

Manual

Revised 02/2002 4504-0011-4.5

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

yoursole 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: info@altigen.com

Web site: www.altigen.com

TRADEMARKS

AltiGen, AltiServ, AltiWare, 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.

Printed in U.S.A.02/2002 Part Number 4504-0011-4.5

Contact Advantage Manual i

Contents

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

CHAPTER 1

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

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

SessionLicensingandLicenseUpgradeProcedures............2

InstallationandSetup....................................3

Pre-InstallationChecklist...............................3

InstallingContactAdvantageonaClientSystem............3

UninstallingContactAdvantage..........................3

Microsoft Outlook and Outlook Express Support ..............3

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

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

CHAPTER 2

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

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

Logging In Remotely Using an IP Extension . . ...............7

IPExtensionsUsingMicrosoftNetMeeting3.01.............8

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

Troubleshooting IP Connectivity .........................9

HidingorExitingContactAdvantage .......................9

Using the Windows Tray Phone Icon. .....................9

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

CallStates............................................10

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

CHAPTER 3

UsingContactAdvantageasaDesktopUser............15

AbouttheMainWindow ..............................16

ii Contact Advantage Manual

About the Calls List ..................................18

HandlingCalls........................................18

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

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

UsingCallWaiting...................................22

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

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

Using Account Codes. . . ..............................25

UsingVoiceMail......................................26

About the Voice Mail Window . ........................26

ListeningtoYourVoiceMail ..........................27

Monitoring...........................................33

Choosing Workgroups to Monitor .......................34

ViewingtheCallHistory..............................36

CHAPTER 4

UsingContactAdvantageasaWorkgroupAgent........39

WorkgroupLogin .....................................40

LoggingOutorChangingWorkgroups.....................40

About the Main Window . . ..............................41

CallHandling.........................................42

SettingStatustoReadyorNotReady....................43

Viewing,Sharing,orPushingData......................43

Monitoring...........................................45

Choosing Workgroups to Monitor .......................45

ViewingtheCallHistory..............................47

ViewingWorkgroupStatistics..........................48

ViewingQueues.....................................49

CHAPTER 5

UsingContactAdvantageasaSupervisor ..............51

LoggingIn ...........................................51

ViewingGroupStatistics................................53

ViewingAgentStatistics ................................55

ViewingaHistoryofAgentActivity.....................56

Contact Advantage Manual iii

ViewingAgentCurrentStatus ............................57

Monitoring—ListeninginandBargingIn ...................58

ViewingtheQueues....................................59

WorkgroupCDRSearch...............................60

WorkgroupStatisticsSearch............................62

SearchResults.........................................63

CHAPTER 6

ConfiguringYourStationSettings ....................65

ApplyButtonandOKButton...........................65

GeneralInformation....................................66

DefaultTrunkAccess.................................66

VoiceMailPlayOptions ..............................67

ScreenPop,AudioBeep,andAutoClose .................67

AccessingDatabases..................................67

CallHandling.........................................69

One Number Access (ONA) ..............................70

MessageNotification ...................................73

StationSpeedDialingSetup..............................75

AddingorEditingStationSpeedEntries..................75

SystemSpeedDialing.................................76

Index...............................................77

iv Contact Advantage Manual

Contact Advantage 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 (1) year for

all parts from the date of the first end user purchase.

WhomtheWarrantyProtects

This warranty is valid only for the first end user purchaser.

What the Warranty Does Not Cover

1. Any product on which the serialnumber 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.

vi Contact Advantage Manual

3. Shipping, installation, set-up and removal service charges.

HowtoObtainService

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, available from the AltiGen website at http://www.altigen.com/

partner/product.htm, to 510-252-9738, attention to Customer Service.

AltiGenreservesthe righttorefusereturnofanymaterialthatdoesnothave

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 support@altigen.com.

Contact Advantage Manual vii

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.

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