AltiView™ for AltiWare Open Edition (OE) Release 4.6 and AltiContact Manager (ACM) Release 4.6 Manual Revised: 03/2003 4503-0001-4.
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.
Contents Warranty . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . v CHAPTER 1 Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Client System Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Licensing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 Installation and Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
About the Calls List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Handling Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Dialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Placing Calls on Hold. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Using Call Waiting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Transferring Calls. . . . . . . . . . . . . . . . . . . .
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.
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.
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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CHAPTER 1 Installation Installation The following items are included in the AltiView 4.6 package: • AltiView Site License Key • AltiView 4.6 Manual If any of these items are missing or damaged, please contact your Authorized AltiGen dealer. Client System Requirements The client system must each meet the following minimum requirements. For server system requirements, see the AltiWare OE System Installation and Administration Manual or the AltiContact Manager Administration Manual.
Most frequently, this means loading the software onto a shared network file server and copying the software to each desktop PC. Alternatively, you can use the AltiView CD ROM to install the program on each desktop. Licensing AltiView requires an AltiView site license to be installed at the AltiWare/ AltiContact Manager system. You can verify the licenses when you run AltiAdmin/ACM Admin by selecting About AltiWare…/About ACM Admin...
Uninstalling AltiView From the Windows Start menu, select Programs Uninstall AltiView. AltiView 2. Click OK when the dialog box asks if you want to uninstall the program, and respond to any additional prompts. Microsoft Outlook and Outlook Express Support AltiView supports Microsoft Outlook 97, 98, and 2000, and Outlook Express 5.0, allowing you to obtain phone numbers to dial from a Microsoft Contact list. AltiView also lets you see the incoming calls that have a matching record in the Contact list.
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CHAPTER 2 Getting Started Logging In Before you log in When you launch AltiView for the first time, you need to know either the server name or the IP address of the server you’ll be linking to. If you use the server name and not the IP address, AltiWare/AltiContact Manager replaces the name with the IP address, eliminating the need of a DNS (Domain Naming System) search. To obtain the system’s IP address, ask your IT administrator.
To log in: 1. Run the AltiView application and, if this is the first login to this AltiWare/AltiContact Manager system, enter the server’s IP address or name of the system you will be using. If this is not your first login, go on to the next step. Figure 1. Logging in 2. Enter your Extension number and Password assigned to your phone. Optionally, you can check the Always save password check box to store your login password the next time you access AltiView. 3.
If you have a QuickNet card and your extension is set up as an IP extension, select the IP Extension Integrated with check box and set the dropdown list to QuickNet. 4. Click OK to complete the login. Logging In Remotely Using an IP Extension To use an IP extension, you must meet the following requirements: • Your extension must be configured to use IP extensions by your system administrator.
• A Plantronics LS1 headset connected to the sound card. A microphone and speakers should not be used since the speaker's output would be fed back to the microphone and cause severe echoes. • NetMeeting 3.01, which is automatically installed with Windows 2000. You can check your system to see if NetMeeting is installed by looking under Programs>Accessories>Communication from the Windows Start button. If not, it is available for download from the Microsoft website at http://www.microsoft.
where is the AltiWare/AltiContact Manager system you want to connect to. An example of the IP address format is 123.234.231.143 If you do not get a response, contact your LAN administrator for support. Next, check to verify if ports are open. Hiding or Exiting AltiView To exit AltiView entirely, right click the phone icon and select Exit. Pop Up AltiView when You Get a Call You can configure AltiView to pop up when you have incoming calls.
Also, the field size for any field can be increased or decreased by pointing the cursor to either side of the field’s main column. The cursor changes to a movable double bar (||) that can be moved to resize the column. Call States AltiWare/AltiContact Manager applications report the status of calls.
Getting Started Figure 2. Status Field - AltiView main window Error Messages The following errors may be displayed as login or connectivity errors. Error Message Description Solution AltiWare/ACM con- No license was found Maintain the number of AltiVnection limit has been OR more than allowed iew license keys or add addiexceeded. number of AltiView tional session licensing. users have attempted to log on. You are not connected Cannot connect to AltiLink. Please check to AltiWare.
Error Message Mail service is unavailable. Please check with your administrator. Description Voice mail service is not enabled on AltiWare. NetMeeting is already used by another application, so you cannot enable IP Extension Integrated with NetMeeting. Solution Make sure voice mail service is started. Check for conf.exe in your computer’s memory. If it’s there, terminate it. Then retry logging in with the IP extension option. Please register AlpInterface.dll (regsver32 AlpInterface.dll).
CHAPTER 3 Using AltiView Once you log in as described in “Logging In” on page 5, the AltiView main window appears. This window provides tools to manage and monitor calls, to facilitate management of your personal contacts, and to configure your AltiWare/AltiContact Manager phone and voice mail options. Configuration is described in Chapter 4, Configuring Your Station Settings. Using AltiView Figure 1.
• The Dial and Do Not Disturb functions provide buttons to place, hold, or redial calls, and to set your system to DND (Do Not Disturb). This turns off ringing and forwards all incoming calls according to your “Enable Busy Call Handling” settings. See “Busy Call Handling and No Answer Handling” on page 47. Note: Clicking DND here has the same effect as selecting Enable Do Not Disturb on the Call Handling tab of the Config window.
Figure 3. QuickNet call control window Use this window to modify the following call control functions: Device - select Telephone or Headset • Codec - select G.723.1 or G.711 • Mute - check or uncheck • Microphone/Speaker/Echo/Jitter - slide left to decrease, slide right to increase • Save - select to save settings About the Calls List Figure 4.
The calls list displays the call status for each call as described in “Call States” on page 10. The list also displays the name of the caller if available from extension information or from an external database, the number, workgroup pilot extension number, DNIS digits if available, and call length. Handling Calls The AltiView call handling functions include dialing out and using voicemail.
The list can display up to 2000 entries. If you are working with more than 2000 entries, you can find the entry by name search even if the entry is not one of the first 2000 that are displayed. Using AltiView Figure 6. Dialing pad, also known as the Dialing window Dialing By Number To dial using the keyboard number keys: 1. In the dialing window, enter the numbers you wish to dial using the standard numeric keys or the numeric keypad. The numbers appear in the box above the dialing pad. 2.
The main window displays the status of the call, and once the call is initiated, the Dial button in the main window becomes a Hang Up button. Figure 7. Call status displays in Calls list as well as status panel Dialing By Name or Extension 1. Use the scroll list box above the dialing pad to select the name or extension. 2. Click the Dial button to place the call. To search by name: 1. Click anywhere in the text box above the dialing pad, then begin to type the name of the person you want to call.
Dialing Speed Dial Numbers You can use either your own Station Speed Dial numbers or the System Speed Dial numbers. See Chapter 4, Configuring Your Station Settings for details on setting up speed dial numbers. 1. Depending on which type of speed dial number you want to call, click the Station Dial tab or the System Dial tab. 2. Choose the speed dial entry from the list. 3. Click the Dial button to place the call. Redialing To redial the last number called, click the Redial button.
3. When you are finished, click the Hold state cell for the call on hold to reconnect. Transferring Calls AltiAgent supports both supervised transfer, in which you confirm the transfer, and blind transfer. 1. While connected to a call, click the Transfer button. This pops up the dial pad. 2. On the dial pad, enter the extension or phone number to transfer the call to, then click Dial. 3.
Transferring to Attendant While connected to a call, click To Attendant on the main window. Select the operator or an Auto Attendant to transfer to using the drop-down list. You can also transfer a call to an Attendant before you answer it . Figure 9. Transfer to Auto Attendant Click the DND button to forward all incoming calls according to your “Enable Busy Call Handling” settings. See “Busy Call Handling and No Answer Handling” on page 47.
Conferencing Calls Any internal user is able to add parties to a conference call. While connected to the first party: 1. Click the Conference button. 2. When the dial pad pops up, enter the extension or phone number you want to conference with, then click Dial. While AltiAgent dials the new number, the first party goes into Hold Pending state, and you see a confirmation dialog box. Figure 10.
3. After the third party connects, you can announce the conference by clicking OK in the dialog box. If the third party does not answer, click the Cancel button. 4. Using AltiView Figure 11. Conference Calls Displayed in Call List Click the Conference button again to initiate the three-way conference. Both calls will be displayed as Conference state. To add another party, click the Conference button and repeat steps 2-4. The maximum number of conferenced parties is 6.
• Record on demand to agent VM Figure 12. Personal Call Recording Options Field (General Page of Extension Configuration) For each workgroup, the options for voice recording (centralized workgroup recording) are enabled in the system’s General page of Workgroup Configuration.
All Calls Recorded (AltiContact Manager only) When the extension is set to have all calls recorded (to a central location), any time the AltiView user answers a call, the call will be recorded. This is indicated by a small, red cassette tape icon in the top right AltiView window. All Calls Recorded Icon Recording on Demand When the extension is set to record on demand (to a central location or user VM), the user can use AltiView to initiate the recording. To record a call: 1.
4. To end recording, right-click on the conversation and scroll to Stop Voice Record. If the administrator has set to record to a centralized location, contact your administrator for the location. If the system is set to save the recording as the user’s voicemail, the recording can be heard through the AltiGen Voice Mail System. Note: Depending on the size and number of recorded calls, this may affect the system’s resources.
Using Voice Mail About the Voice Mail Window Using AltiView Figure 16. Voice Mail window When you click the Voice Mail tab in the main window, you see the voice mail list. Note: Click on the column headings to sort the data. Right-click on a message row to perform any of the actions (listening to, saving, or returning messages, etc.) described in this section. • New voice mail messages are indicated by a white, closed envelope icon in the status window of AltiView/AltiAgent.
Listening to Your Voice Mail In the Voice Mail list, select the message and use the voice mail controls at the bottom right of the window to play it, rewind, or fast forward. You can also use these commands on the right-click popup menu. You have several listening options which you configure as described in “General Information” on page 38. You can listen using the sound card on your PC or your phone. You can play the message while its downloading or wait until it’s completely downloaded to play it.
Deleting the Message To delete the message, select it and click the Delete key, or use the rightclick popup menu. Returning the Call Click the Return Call button to call back the sender, or use the right-click popup menu. Attaching a Memo To add a note to accompany a voice mail, click the Memo button to invoke the Memo window or use the right-click popup menu. Using AltiView Figure 18. Attaching a memo to a voice message Type in the memo in the area provided and click OK.
Forwarding Voice Mail To forward a voice mail to an extension or a VM Group: 1. Select the voice mail in the Voice Mail view of the AltiView main window. 2. Click the Forward button or use the right-click popup menu to invoke the VM Forward window. Figure 19. 3. VM Forward window Select the check boxes next to the extensions and/or voice mail groups to which you want to forward the message. If you need to search for a person by name, type the first letters of the name into the Search by Name box.
To record an introductory message: 1. If you selected the Record Introductory Message check box, when you click OK to complete the forward, pick up the phone hand set and you’ll hear a prompt to record the message. 2. Record the message and press the pound key (#). A confirmation appears on screen. 3. Click OK to confirm and complete the action. Working with Voice Mail Groups (Distribution Lists) You can set up voice mail (VM) groups to forward messages to multiple recipients at the same time.
Accessing Voice Mail Group Lists To work on your personal voice mail groups: 1. In the AltiAgent main window, click the Voice Mail tab to display the Voice Mail version of the window. 2. Click VM Group button in the Voice Mail list window to invoke the VM Group Edit window. Figure 20.
Creating a VM Group 1. To create a VM group after opening the VM Group Edit window, click the New button, which invokes the Create Group window. Using AltiView Figure 21. Create Group window 2. Use the scroll bar to select a desired Group ID. 3. Enter the VM Group Name and any Comments. These are optional but may help you identify the group. 4. Select the member extensions by selecting the check box next to each extension. 5. When finished, click OK.
3. Make any changes you need to make for the group name, comments, or members. To add or remove a member, select or deselect the check box next to the extension. Deleting a Group To delete a Voice Mail Group: 1. Access the VM Group window as described “Accessing Voice Mail Group Lists” on page 32. 2. Click the Change button in the VM Group Edit window to open the Change Group window. 3. Click the Clear button to deselect all extensions. 4. Click OK to save and exit.
Choosing Extensions to Monitor 1. Open the Monitor window by clicking the Monitor button in the AltiView main window. 2. Click the Change button in the Monitor window to open the Change Monitor window. Extensions to which your system administrator has given you monitoring rights are listed here. 3. Select the check boxes next to the extensions you want to monitor, and click OK. The extensions are now listed in the Monitor window.
Viewing the Call History Click the History tab in the Monitor window to view an informational history of handled calls. Figure 23. History window Note: Click on the column headings in the History window to sort the data. The list in the History window displays the following fields: • Number—the extension or phone number. Upward arrow icons indicate outgoing calls; downward arrows indicate incoming calls Clicking the Number field dials that number.
• DNIS—DNIS digits collected, if available • Memo—a note attached to the call. Use the Memo button to open a window to create a note.
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CHAPTER 4 Configuring Your Station Settings You can configure the following settings and options by clicking the Config button in the main window to open the Config window. • General Info—password, default trunk access, and other settings. • One Number Access (ONA)—forwarding of specific incoming calls. This is available only when your extension configuration is set up to allow ONA. • Call Handling—forwarding, busy call, and no-answer call handling.
General Information Figure 1. General Info configuration The General Info tab is the window you see when you first click the Config button in the AltiView main window to open the Config window. In this window, you can edit your password, the default trunk access code, voice mail settings, audio and video behavior, and external database access options. Default Trunk Access The trunk access codes are defined in the AltiWare/AltiContact Manager Administrator.
Record Type You can select the type of speech coding method to be used when recording conversations: • ADPCM - (recommended) Adaptive Differential Pulse Code Modulation, allows an analog voice conversation to be carried within a 32-Kbps digital channel, encodes voice signals in half the space PCM allows.
• Select the For Screen Pop check box to have a database contact window pop up when you receive a call from someone for whom you have a record in the database contact directory. • Select the For Dial-by-Name check box enable access to the names in the database directory when you dial. With this option enabled, the names and their associated numbers in your Outlook, ACT!, or GoldMine® directory are added to the contact list in the dial pad window.
Call Handling • Click the Call Handling tab in the Config window to configure incoming call handling for your extension. Configuration Figure 2. Call Handling configuration Forwarding All Calls If you want to forward calls to an external number, select a trunk access code in the drop-down list, then begin with the outside trunk or route access digit and any long distance prefix digits such as 1 and area code.
Do Not Disturb If you select Enable Do Not Disturb, all incoming calls are forwarded according to your “Enable Busy Call Handling” settings, described immediately below. Note: Selecting Enable Do Not Disturb here has the same effect as clicking the DND button on the dial pad. Busy Call Handling and No Answer Handling You can use these options to specify how you want to handle incoming calls when you’re already on the phone or when you can’t answer the phone, for example, when you’ve enabled Do Not Disturb.
— Do Not Disturb must be disabled. Otherwise, if your line is busy, all calls will go into voice mail and not to the ONA forwarding numbers you specify. — Enable Call Forward must be disabled. Otherwise, all calls will be forwarded according to this setting. See “Call Handling” on page 43 for details on these settings. Accessing One Number Access Setup After you set the call handling options, click the One Number Access tab in the Config window to open the One Number Access window.
1. Select the times you want to be available to ONA callers. If you choose Enable based on the following schedule, you can set up to four different schedules in the dialog that pops up. Figure 4. Enable Schedule Based Access dialog box 2. Enable the Caller ID Verification check box and then specify the incoming phone numbers for ONA. If ONA finds one of these numbers on an incoming call, it will forward the call to you. You can enter up to ten phone numbers in the Caller ID Verification fields.
extensions or outside numbers. For outside numbers, use the drop-down list to select the trunk access code you want to use. When ONA is active, the system dials the forwarding number(s) in the order from Forwarding Number 1 through Forwarding Number 4. Note that this number order does not correspond to the Schedule order—Forward Number 2 is not used first during Schedule Number 2.
Figure 5. Message Notification options Use this window to set the notification options: • The types of messages on which you want to be alerted: none, urgent voice messages only, all voice messages, or all voice messages and email too. • How and where to notify you—in the Message Notification or Reminder Message by calling a… options, if you want to use an outside number, use the drop-down list to select the trunk access you want to use. • Schedule—during what hours you want to be alerted.
Station Speed Dialing Setup The Speed Dial Setup page, accessed by clicking Station Speed on the main menu, lets you set up to 20 station speed dial numbers. When you add an outside number, all relevant prefix digits such as trunk or route access number, the long distance prefix 1 and area codes must precede the phone number. Station speed dial numbers are also set up by using the #25 feature code on your phone set, as described in “Other Features” on page 42.
Figure 7. Dial Setting dialog box, for Speed Dial Numbers 4. Click OK. After you have entered and saved the speed dial number, the number is also displayed and can be used in the Dialing Pad window in the Station Speed panel. Deleting Station Speed Entries To delete a speed dial number, click the Station ID and click Edit to open the Dial Setting dialog box. Click Clear and then click OK. System Speed Dialing Click the System Speed tab in the Config window to view the System Speed Dial entries.
Index Index general 40 message notification 47 One Number Access 44 station speed dialing 49 connected 10 A AA state 10 Account Codes 26 ACT 3, 41 address AltiGen Communications, Inc. all calls recorded 25 AltiAgent configuration 39 AltiGen Communications, Inc.
Index history logs 36 history window 36 hold 10 hold button 19 hold pending 10, 35 pop-up windows 9 proceeding state 10 Q QuickNet I Idle state 10 installation requirements 1 IP extension, troubleshooting 3, 6, 7, 8, 14 R 8 L Record state 10 recording calls 23, 27 recording on demand 25 Ringback state 10 ringing 10 licenses 2 S M saving changes 39 screen pop 9 search by name 18 session licensing 2 speed dial 19 state column 19 station speed dialing configuration 49 system requirements 1 system sp
Index playing 28 voice mail group 31 voice mail state 10 voice recording 27 W warranty v how to get service vi Windows tray 9 workgroup 34 AltiView Manual 53
