Altigen AltiWare ACC 5.2 Specifikace

AltiAgent™for AltiWare ACC Release 5.2and AltiWare ACM Release 5.2Manual2/2008 4503-0001-5.2

2 AltiAgent Manual• A workgroup voice mail indicator alerts the agent.• The AltiAgent Queue Monitor includes a DNIS field.• When the user clicks Delet

AltiAgent Manual 3InstallationThe IPTalk feature requires the purchase, registration and activation of the IPTalk License.

4 AltiAgent Manual

AltiAgent Manual 5InstallationCHAPTER 2InstallationThe client system must meet the following minimum requirements. • IBM/PC AT compatible system• 1GH

6 AltiAgent Manual3. Open the AltiAgent folder, and run the Setup program in that folder, following the step-by-step installation instructions as they

AltiAgent Manual 7InstallationNote: The AlpInterface might be located under \WinNT\System32\, \Windows\System32\ or some other location. Use the Sear

8 AltiAgent Manual

AltiAgent Manual 9Getting StartedCHAPTER 3Getting StartedStart AltiAgent from the Microsoft Windows Start menu, by choosing Start > All Programs &

10 AltiAgent ManualIf you want to store your login password and have it entered automatically the next time you log in to AltiAgent, check the Always

AltiAgent Manual 11Getting StartedLogging Out or Changing WorkgroupsAfter you’ve logged in, you can log out or change the workgroups you’re logged in

WARNING!Toll fraud is committed when individuals unlawfully gain access to customer telecommunication systems. This is a criminal offense. Currently

12 AltiAgent ManualLogging In RemotelyYou can use AltiAgent from a remote location if • AltiAgent is installed on your remote computer• Your extension

AltiAgent Manual 13Getting StartedTroubleshooting IP ConnectivityIf problems occur, they may be due to a failure to connect to your ISP or due to fir

14 AltiAgent ManualIf AltiAgent is not on your Windows desktop, but either icon appears in the Windows tray, double-click it to open the AltiAgent mai

AltiAgent Manual 15Getting StartedPlease register AlpInter-face.dll (regsver32 AlpInterface.dll).AltiAgent uses this dll to communicate with Alti-War

16 AltiAgent Manual

AltiAgent Manual 17Using AltiAgentCHAPTER 4Using AltiAgent as a Workgroup AgentOnce you log in to AltiAgent, the main window appears. This window pro

18 AltiAgent ManualThe statistics are largely self-explanatory, but it may be noted that the Service Level represents the percentage of workgroup call

AltiAgent Manual 19Using AltiAgent• Idle—the extension is not in use• Music on Hold—an extension user placed the call on hold to take another call •

20 AltiAgent ManualTo hear the greeting played back, select Review. Change your greeting whenever you want to.The DND button Is a toggle that turns Do

AltiAgent Manual 21Using AltiAgent• The USER MEMO button lets you type a brief memo about a call/caller while you are on the call. Later, click the M

AltiAgent Manual iContentsContents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . iWarranty . . . . . . .

22 AltiAgent ManualHandling CallsThe AltiAgent call handling functions include:• Dialing out, page 22• Placing calls on hold, page 25• Using call wait

AltiAgent Manual 23Using AltiAgentThe list can display up to 2,000 entries. If you are working with more than 2,000 entries, you can find the entry b

24 AltiAgent Manual• If you click Yes, AltiAgent inserts the trunk access code ("9") and long distance number ("1") automatically.

AltiAgent Manual 25Using AltiAgentPlacing Calls on HoldDuring a phone call, click the Hold button in the AltiAgent main window. The state of the call

26 AltiAgent Manual1. While connected to a call, click the Transfer button.2. Specify the extension or phone number to transfer the call to, then clic

AltiAgent Manual 27Using AltiAgentTransferring to Voice MailWhile connected to a call, click To VM on the main window. In the box that pops up, choos

28 AltiAgent ManualForwarding Calls Using Do Not DisturbIf allowed, click the DND button to forward all incoming calls according to your Enable Busy C

AltiAgent Manual 29Using AltiAgentStation ConferencingNote: In order to conference incoming calls, Single Call Waiting, Multiple Call Waiting or Live

30 AltiAgent ManualTo add another party, click the Conference button and repeat steps 2-4.When lines are holding, you can add parties to a conference

AltiAgent Manual 31Using AltiAgentCanceling Conference CallsYou can cancel the conference using any of the following methods: •Click the Cancel butto

ii AltiAgent ManualUsing the Windows Tray Phone Icon . . . . . . . . . . . . . . . . . . . . 13Resizing the Display. . . . . . . . . . . . . . . . .

32 AltiAgent Manual• Modify or delete a meeting • See meeting ID, subject, scheduler, time, frequency, start time, end time, the last time the meeting

AltiAgent Manual 33Using AltiAgentUsing the Calendar ButtonThe Create Meeting and Modify Meeting dialog boxes use Calendar buttons for date selection

34 AltiAgent ManualFill in the fields of the Create Meeting dialog box, and click OK. See the following sections for directions on filling in the fiel

AltiAgent Manual 35Using AltiAgentOne Time Only MeetingIf you select One Time Only from the Schedule drop-down list, these are your options in the mi

36 AltiAgent Manual1. In the Duration field, specify the duration of the meeting, using the Up/Down arrows.2. In the Start field, specify the start of

AltiAgent Manual 37Using AltiAgent4. Select either On Date to specify a day of the month by number (for example, the 10th day of the month) or select

38 AltiAgent ManualStarting and Stopping a MeetingThe meeting host and the AltiWare Administrator (“altiadmin”) can start and stop a meeting.To start

AltiAgent Manual 39Using AltiAgentJoining a MeetMe ConferenceUsers calling from an extension can join a meeting by dialing the MeetMe Conference exte

40 AltiAgent ManualTo record a call:1. While connected to a call, right-click on the conversation to open a drop-down list.2. Select Start Recording.

AltiAgent Manual 41Using AltiAgentUsing Account CodesIf your system is set up to use account codes, you can associate calls to specific codes for bil

AltiAgent Manual iiiCalling or Picking Up Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51Viewing the Call History . . . . . . . . .

42 AltiAgent ManualNote: If your extension is configured to bypass account code validation, you can enter an account code in the box at the bottom of

AltiAgent Manual 43Using AltiAgent• New voice mail messages are indicated by a white, closed envelope icon in the status panel of AltiAgent.• If the

44 AltiAgent ManualSaving Remotely or LocallyTo save a message as a .wav file that you can play back later, right-click the message. A dialog box open

AltiAgent Manual 45Using AltiAgentForwarding Voice MailTo forward a voice mail to an extension or a VM Group1. Right-click the voice mail in the Voic

46 AltiAgent Manual4. Click OK to complete the forwarding.To record an introductory message:1. If you selected the Record Introductory Message check b

AltiAgent Manual 47Using AltiAgentSharing the URL is pushing the link to the other user and simultaneously opening the page in your own browser in su

48 AltiAgent ManualSharing or Sending a URL or PageThe URL Sharing panel in the Web Data dialog box displays the addresses of pages or sites you’ve ad

AltiAgent Manual 49Using AltiAgentIf you’re a manager, for example, you might monitor to determine whether you need more resources in a busy environm

50 AltiAgent ManualExtensions to which your system administrator has given you monitoring rights are listed here, in addition to any workgroups to whi

AltiAgent Manual 51Using AltiAgent• Voice Mail—the extension is in voice mail• Auto Attendant—the extension is connected to an auto attendant• Holdin

iv AltiAgent Manual

52 AltiAgent Manual• Number—the extension or phone number. Upward arrow icons indicate outgoing calls; downward arrows indicate incoming calls. Clicki

AltiAgent Manual 53Using AltiAgentMost of the data is self-explanatory, but you might note the following:• The Service Level represents the percentag

54 AltiAgent ManualViewing QueuesClick the Queue tab to view the calls in queue for the monitored workgroups. The call data includes the Caller ID and

AltiAgent Manual 55Using AltiAgentUsing ActiveX Control with Third Party ApplicationsThe AltiAgent ActiveX Control Object is an ActiveX Object. It wo

56 AltiAgent Manual

AltiAgent Manual 57ConfigurationCHAPTER5Configuring Your Station SettingsYou can configure the following settings and options by clicking the button

58 AltiAgent ManualGeneral InformationThe General Info tab lets you edit your password, the default trunk access code, voice mail settings, audio and

AltiAgent Manual 59ConfigurationVoice Mail Play OptionsYou can choose to play your messages on your phone set, or play them on your sound card and sp

60 AltiAgent ManualAccessing DatabasesAltiAgent can access phone numbers from your Microsoft Outlook, Outlook Express, ACT!, or GoldMine® database. Du

AltiAgent Manual 61ConfigurationColor SelectionSelect either Nattierblue (default) or Burgundy as the color of the AltiAgent window.MiscellaneousRele

AltiAgent Manual vWarrantyWhat The Warranty CoversAltiGen Communications warrants its hardware products to be free from defects in material and workm

62 AltiAgent Manual• The first three radio buttons provide choices for when to open a text chat session during web-based calls—that is, whether to ope

AltiAgent Manual 63Configuration• The settings on your AltiAgent Call Handling tab must not conflict with ONA. Specifically:— Enable Do Not Disturb m

64 AltiAgent ManualIf you choose Enable schedule based access, you can set up to four different schedules in the dialog box that pops up.3. Check the

AltiAgent Manual 65ConfigurationWhen ONA is active, the system dials the forwarding number(s) in the order from Forwarding Number 1 through Forwardin

66 AltiAgent ManualForwarding All CallsIf you want to forward calls to an external number, select a trunk access code in the drop-down list, then begi

AltiAgent Manual 67ConfigurationThe remaining three activity codes (7, 8, 9) may or may not be customized by the system administrator.Note: Checking

68 AltiAgent Manual• Multiple Call Waiting—enables a “personal queue” of multiple calls waiting. You must also select the Place Caller In Queue option

AltiAgent Manual 69Configuration• The types of messages to which you want to be alerted: none, urgent voice messages only, or all voice messages.• Sc

70 AltiAgent ManualWorking on Voice Mail Group ListsTo work on your personal voice mail groups, on the Message Notification tab, click the VM Group Ed

AltiAgent Manual 71Configuration2. Use the scroll bar to select a Group ID. 3. Enter the VM Group Name and any Comments. These are optional but will

vi AltiAgent Manual1. Take or ship the product (shipment prepaid) to your AltiGen distributor or to AltiGen Communications, Inc.All materials being re

72 AltiAgent ManualTo add or edit station speed dial numbers1. Click the Station Speed tab in the Config window.2. Click a Station ID to select it. 3.

AltiAgent Manual 73ConfigurationTo delete station speed dial numbers1. On the Station Speed tab, click the Station ID, and then click Edit, or double

74 AltiAgent Manual

IndexAltiAgent Manual 75IndexAAA state 18account codes 41ACT 2, 60ActiveX control 55Activity 66advanced database option 61answer options 68Apply butt

Index76 AltiAgent Manualhold pending 18, 51IIdle state 19installation requirements 5IP extension, troubleshooting 13IP-Talk License 3Jjoin to conferen

IndexAltiAgent Manual 77Centrex 28transfer calls 26transfer to auto attendant 27transfer to voice mail 26transferring calls to voice mail 27Troublesh

AltiAgent Manual 1InstallationCHAPTER 1About AltiAgentAltiAgent is a Windows desktop application designed to improve the performance of workgroup and