Altigen AltiContact Manager Version 4.6 manuales

Manuales del propietario y guías del usuario para Software Altigen AltiContact Manager Version 4.6.
Ofrecemos 5 manuales en pdf Altigen AltiContact Manager Version 4.6 para descargar gratis por tipos de documentos: Especificaciones

Altigen AltiContact Manager Version 4.6 Especificaciones (77 paginas)

Marca: Altigen | Categoria: Software | Tamaño: 0.90 MB |

Inglés

Tabla de contenidos

AltiAgent™

1

WARNING!

2

TRADEMARKS

2

Contents

3

CHAPTER 4

4

AltiAgent Manual iii

5

Warranty

7

Effect of State Law

8

Sales Outside the U.S.A

8

Overview

9

Installation

10

Licensing

11

Installation and Setup

11

Uninstalling AltiAgent

12

Auto Upgrade

12

Downgrade Procedure

12

ACT!/GoldMine® Support

13

6 AltiAgent Manual

14

Getting Started

15

8 AltiAgent Manual

16

Figure 1. Logging in

16

Reconnecting to AltiAgent

17

Hiding or Exiting AltiAgent

18

Call States

19

12 AltiAgent Manual

20

Error Messages

21

14 AltiAgent Manual

22

Workgroup Login

23

About the Main Window

24

AltiAgent Manual 17

25

Figure 3. Call Status Panel

25

Call Handling

27

Dialing By Number

28

Dialing By Name or Extension

29

Placing Calls on Hold

30

Using Call Waiting

31

Transferring Calls

31

Sending Calls to Voice Mail

32

Transferring to Attendant

32

Conferencing Calls

33

26 AltiAgent Manual

34

AltiAgent Manual 27

35

Figure 17. Join to Conference

35

Recording Calls

36

Recording on Demand

37

To record a call:

38

Using Account Codes

39

32 AltiAgent Manual

40

Using Voice Mail

41

Listening to Your Voice Mail

42

Returning the Call

43

Attaching a Memo

43

Forwarding Voice Mail

44

AltiAgent Options

45

Viewing Caller Data

46

AltiAgent Manual 39

47

Figure 25. Add URL dialog box

47

Figure 26. Caller Data window

47

Monitoring

48

Reading the Monitor List

49

Calling or Picking Up Calls

50

Viewing the Call History

51

Viewing Workgroup Statistics

52

Viewing Queues

53

Pick Up Calls from Queue

54

Viewing the Speed Dial List

54

Applications

55

48 AltiAgent Manual

56

Apply Button and OK Button

57

General Information

58

Voice Mail Play Options

59

Accessing Databases

59

Color Selection

60

Release IP Trunk Link Tie

60

One Number Access (ONA)

61

52 AltiAgent Manual

62

Using a Password

63

54 AltiAgent Manual

64

Do Not Disturb

66

Message Notification

67

58 AltiAgent Manual

68

AltiAgent Manual 59

69

60 AltiAgent Manual

70

Creating a VM Group

71

Changing a VM Group

71

Station Speed Dialing Setup

72

AltiAgent Manual 63

73

System Speed Dialing

74

Altigen AltiContact Manager Version 4.6 Especificaciones (576 paginas)

Marca: Altigen | Categoria: Software | Tamaño: 7.43 MB |

Inglés

Tabla de contenidos

AltiContact Manager™

1

Version 4.6

1

WARNING!

2

TRADEMARKS

2

Contents

3

PPENDIX A

13

PPENDIX B

13

PPENDIX C

13

Liability & Warranty

15

Service Requirements

16

Disruption of Network

17

Seguridad

18

Sicherheit

19

DANGER/PELIGRO

21

DANGER/GEFAHR

22

ISA bus ISA bus

23

B1 B10 B31

23

Host Computer/Wirtsrechner

25

UL Hardware Preparation

30

Preparación del Equipo UL

31

Warranty

33

Effect of State Law

34

Sales Outside the U.S.A

34

Preface: About This Manual

35

Related Publications

37

Overview

39

Call Center/IP PBX Features

44

IVR Features

53

AltiGen Voice Mail Features

54

Internet Integration Features

56

T1/PRI/E1 Features

59

Voice over IP Features

60

AltiWare Tools

63

Optional Add-On Software

63

Optional Add-On Products

64

Optional Kits

64

Operating Environment

67

Quantum Board

68

Triton Analog Extension Board

69

Triton Analog Trunk Board

70

Triton VoIP Board

71

Triton T1/PRI Board

71

Triton Resource Board

72

AltiGen Board Options

73

System Limitations

75

Power Requirements

76

Heat Factor

77

Installing a Cooling Fan

77

Betriebsbedingungen

80

Software License Activation

87

Registration

89

Manual Online Registration

90

Upgrades

91

Lost Licenses

92

New Installation

93

To Begin New Installation

94

AltiDB Backup

96

Upgrading AltiWare OE

100

To Begin Upgrade

101

Software Installation

103

License Activation and

111

Registration Process

111

Windows Emergency Repair Disk

127

Systems

127

Running ACM Administrator

128

Changing or Adding Hardware

129

Another Server Chassis

129

AltiContact Manager Uninstall

130

3.Software

131

Installation

131

Getting Around ACM

133

Administrator

133

The Main Menu

135

Quick Access Toolbar

135

The View Windows

137

Agent Extension View Window

138

Trunk View Window

139

Workgroup View Window

140

Call Log View Window

141

Setting the Refresh Interval

142

Changing the Password

143

System Configuration

145

Setting General Parameters

146

5.System

147

Configuration

147

Setting a System Number Plan

148

Accessing the Number Plan

149

Trunk Access

151

Feature Access

151

IP Trunk Access

151

Route Access

151

Setting Business Hours

152

Routing Calls on Holidays

153

Editing Speed Dial Entries

156

Locking Attacked Extensions

158

Blocking All Outgoing Calls

158

Restricting Tie Trunk Calls

159

Setting up Call Reports

160

Example:

163

Using a Tenant Table

166

Configuring the Tenant Table

167

Modifying the Tenant Table

168

Country Relevant

169

CT-Bus Clock Configuration

170

Announcements

172

To play music from a file:

173

Configuring Overhead Paging

174

Board Configuration

175

Configuring the Quantum Board

176

Configuration window

178

6. Board

179

LS Boards

180

Features

182

Port Specifications

183

Poor Voice Quality

184

Cannot Make a Connection

184

Service Parameters for T1

186

Service Order Code

187

CSU/DSU Requirements

187

Service Parameters for PRI

188

Reading the Status Messages

191

Error Message Meaning Action

192

Reading the Statistics

193

T1 Clocking

195

Selecting Span Types

198

Setting the NSF

199

AltiGen T1Socket (RJ-48)

200

Pin1=ReceiveRing(INPUT)

200

Pin 2=Receive Tip (INPUT)

201

Pin 4=Transmit Ring (OUTPUT)

201

Pin 5=Transmit Tip (OUTPUT)

201

Trunk Configuration

203

7. Trunk

205

Quantum Trunk Properties

208

• 600 OHMs (domestic setting)

214

DID/DNIS

221

#. It then waits 1

221

Incoming Call Routing

222

Outgoing Call Blocking

223

Voice Mail Configuration

225

8.VoiceMail

227

Creating Distribution Lists

229

Defining a Distribution List

230

VoIP Configuration

231

Defining the IP Dialing Table

232

Defining Remote Locations

233

Setting VoIP Codecs

235

WAN Bandwidth

239

WAN Router Configuration

239

Firewall Configuration

240

Network Using NAT

240

Private IP address

243

Address)

245

Figure 7. AltiWare behind NAT

247

Figure 9. AltiWare with VPN

251

Firewall Considerations

254

Adding Route Definitions

261

Editing a Route Definition

261

Deleting a Definition

262

10. Out Call Routing

265

Editing a Dialing Pattern

266

Deleting a Pattern

266

Example: 10-Digit Dialing

266

Canada Countries

267

IVR Configuration

271

Example: IVR Planning

272

Auto Attendant

273

Adding IVRs

274

Editing IVRs

275

Configuring Menu Items

276

Collecting Digits

278

Figure 3. Collect digits

279

Phrase Management

280

Recording Custom Phrases

281

CallCenter Configuration

283

Caller ID Routing

284

DNIS Routing

285

Agent Logout Reason Codes

287

Call Recording

288

Agent Configuration

291

Apply To Button

292

Setting up Extensions

293

Adding New Extensions

294

Forced Account Code

296

Setting an IP Extension

298

Setting the Line Properties

300

Phone Display Options

304

Setting Up Groups

305

Setting Wrapup Time

306

Setting Inter Call Delay

306

Setting the Mailbox Options

309

Disabling a Mailbox

310

SMTP/POP3 Setting

310

Mail Forwarding Options

310

Parameter Description

311

Setting Mailbox Capacities

312

Setting Notification Timing

315

Enabling Message Notification

315

Setting Answering Options

318

Forwarding All Calls

319

Enabling “Do Not Disturb”

320

Handling Busy Calls

320

Setting Call Waiting Options

321

Handling Unanswered Calls

321

Enabling One Number Access

322

Disabling One Number Access

324

Using a Password Verification

324

Setting Up Monitor Lists

325

Configuring a Monitor List

326

To add members to the list:

327

To remove members:

327

Feature Tips

328

What is a Huntgroup?

329

Huntgroups vs. Workgroups

329

Apply to Button

330

Setting Up Huntgroups

331

Adding a Huntgroup

332

Setting Call Restrictions

333

Adding or Removing Members

335

Automatic Log In/Out

338

Huntgroup Configuration

339

Setting Email Options

340

Setting Call Handling Options

345

Setting Huntgroup Handling

349

Group RNA Handling

349

Workgroup Configuration

353

Creating a Workgroup

354

Skill Setting Assignment

360

Setting Workgroup Handling

371

Announce Agent Info

373

Queue Management

374

Queue Announcement

375

Queue Overflow Routing

375

Queue Quit Option

376

Callback Interview Option

377

Setting Up IP Extensions

379

System Requirements

380

AltiAdmin

381

IP Extension Log In/Log Out

388

Application Extension

389

Application Extension Setup

390

Application Failover Plan

391

Application Information

392

System Data Management

393

Backing up Files

394

Scheduling Backups

395

Restoring Backed up Files

396

System Report Management

397

System Log

398

Protocol

401

Transport Protocols

401

Network Address

402

Local Address

403

Mixed-Media Messaging

403

Before You Begin

404

Step 2: Setup the Router

405

Data and Internet Integration

407

Setting up an Exchange Server

410

Prerequisites

411

To verify AltiGen Services:

412

Exchange Server Prerequisites

413

Exchange Server Configuration

415

Figure 12. Outlook Tools menu

419

Figure 13. Outlook Options

419

Figure 15. Outlook Services

420

To Test the configuration:

421

Enabling the Exchange Server

422

Troubleshooting Tips

425

To delete old profiles:

426

To check the domain:

428

!Microsoft

432

21. Data and Internet

435

Integration

435

About AltiReach Configuration

436

Using AltiReach

437

AltiWeb Components

439

Installing AltiWeb

440

AltiWeb Directory Structure

441

Applet Subdirectory Files

441

Tagging Pages for URL History

443

Figure 6. The AltiWeb window

445

To alter form data:

447

Figure 8. Contact.htm page

448

Figure 10. Customer ID window

450

Figure 11. Product ID window

450

Customizing Contact.htm

451

Configuring IVR

454

Troubleshooting

457

Uninstalling AltiWeb

458

AltiWeb Security

458

Enable Real-Time Scan

459

Using TAPI

461

Installing TAPI Services

462

Work/Hunt Group Converter

465

Configuration Reader

467

Extension Checker

468

To use Extension Checker:

469

MVIP Test Tool

470

AltiDBReader

471

DINA Manager

475

To Install Basic Call Router:

477

Basic Call Router

478

Creating Customer Records

480

Viewing Call Router History

482

Call Route Request Data

483

Call Route Response Data

483

Show Monitor

484

Call Router Advanced

485

Creating Route Rules

489

Show Workgroup Status

494

Building SQL Queries

496

Queue Announcements

497

25.CallRouter

499

Testing Call Router

504

Testing SQL Server Database

506

CDR Data Schema

510

Table 1: CDR Call Format

511

Table 2: CDR Logon-Off Format

514

Table 3: CDR Wrap-Up Format

515

RTM Data Schema

517

Table 4: RTM Data Format

518

SMDR Reporting Format

523

Extension Calls Out Format:

524

From Extension A

524

From Trunk B

525

E1 R2 CAS Installation

527

Step 2: Data Link Layer

528

Step 3: Signaling Layer

529

B. E1 R2 CAS

531

Product Repair Services &

535

Technical Support

535

Repair and Replacement

536

Repair Service Offerings

537

(Standard or Advanced)

538

Advanced Replacement Orders

539

What You Must Do

539

What You Will Receive

539

How to Ship Units for Repair

539

Terms and Conditions

540

C. Product Repair &

541

RMA Form

542

Glossary

545

Mail System

554

Readers Comment Form

575

Altigen AltiContact Manager Version 4.6 Especificaciones (40 paginas)

Marca: Altigen | Categoria: Software | Tamaño: 0.38 MB |

Inglés

Tabla de contenidos

AltiConsole

1

WARNING!

2

TRADEMARKS

2

Contents

3

Warranty

5

How to Obtain Service

6

Effect of State Law

7

Sales Outside the U.S.A

7

Before You Begin

9

Package Contents

10

System Requirements

10

Before Installing AltiConsole

11

Installing AltiConsole

11

AltiConsole Manual 4

12

Getting Started

13

Monitoring a Group Call Queue

14

AltiConsole 4.6 Manual 7

15

An example is shown here:

15

Workgroup call queue

17

Trunk Status View (Trunk tab)

19

Speed Dial View (SPEED tab)

19

Call States

20

Keyboard Shortcuts

21

Mouse Shortcuts

22

Handling Calls

23

Answering Calls

24

Hold and Hold Pending

25

Transferring Calls

26

Blind Transfer

27

Supervised Transfer

27

Transfer to Auto Attendant

28

Transfer to IVR

28

Transfer to Voice Mail

28

System Call Park

29

Conference Calls

30

Overhead Paging

31

AltiConsole Manual 24

32

To add a number:

36

Group Setup

37

Figure 8. Workgroup window

38

Altigen AltiContact Manager Version 4.6 Especificaciones (61 paginas)

Marca: Altigen | Categoria: Software | Tamaño: 0.80 MB |

Inglés

Tabla de contenidos

AltiView™

1

WARNING!

2

TRADEMARKS

2

Contents

3

CHAPTER 4

4

Warranty

5

How to Obtain Service

6

Effect of State Law

7

Sales Outside the U.S.A

7

Installation

9

Licensing

10

Installation and Setup

10

ACT!/GoldMine® Support

11

QuickNet Integration

11

4 AltiView Manual

12

Getting Started

13

To log in:

14

AltiView Manual 7

15

IP Extensions Using QuickNet

16

Hiding or Exiting AltiView

17

Call States

18

Error Messages

19

Using AltiView

21

14 AltiView Manual

22

About the Calls List

23

Handling Calls

24

Dialing By Number

25

Dialing By Name or Extension

26

Placing Calls on Hold

27

Using Call Waiting

27

Transferring Calls

28

Transferring to Attendant

29

Centrex Transfer

29

Conferencing Calls

30

Recording Calls

31

Recording on Demand

33

Using Account Codes

34

Using Voice Mail

35

Listening to Your Voice Mail

36

Deleting the Message

37

Returning the Call

37

Attaching a Memo

37

Forwarding Voice Mail

38

AltiView Manual 31

39

VM Group Edit window

40

Creating a VM Group

41

Changing a VM Group

41

Monitoring Extension Activity

42

Reading the Monitor List

43

Calling or Picking Up Calls

43

Viewing the Call History

44

38 AltiView Manual

46

Apply Button and OK Button

47

General Information

48

Record Type

49

Voice Mail Play Options

49

Accessing Databases

49

42 AltiView Manual

50

Call Handling

51

One Number Access (ONA)

52

AltiView Manual 45

53

Using a Password

54

Message Notification

55

48 AltiView Manual

56

Station Speed Dialing Setup

57

System Speed Dialing

58

Altigen AltiContact Manager Version 4.6 Especificaciones (101 paginas)

Marca: Altigen | Categoria: Software | Tamaño: 2.35 MB |

Inglés

Tabla de contenidos

Call Detail

1

Reporting

1

WARNING!

2

TRADEMARKS

2

Contents

3

HAPTER 4

4

HAPTER 5

4

HAPTER 6

4

Warranty

5

How to Obtain Service

6

Effect of State Law

7

Sales Outside the U.S.A

7

Uninstalling CDR Search

10

Logging In

10

Using CDR Search

11

CDR Manual 3

11

Figure 1. Login window

11

4 CDR Manual

12

Figure 2. User Mode window

12

Figure 3. Login window

12

CDR Manual 5

13

Figure 4. User Mode window

13

Figure 5. Password window

13

6 CDR Manual

14

Running a Search

15

8 CDR Manual

16

CDR Manual 9

17

Workgroup CDR Search

18

CDR Manual 11

19

Workgroup Statistics Search

20

CDR Manual 13

21

Search Results

22

Call Details

24

Statistics (WG Statistics)

26

Exporting Records

27

Printing Records

27

20 CDR Manual

28

CDR Overview

29

22 CDR Manual

30

Example:

32

Call Center Events and CDR

33

Past and Present CDR

33

26 CDR Manual

34

Data Storage

35

External Logger Service

36

CDR Manual 29

37

SQL Backup and Maintenance

38

CDR and Workgroup CDR Search

39

— Typical Searches

39

Example CDR Searches

41

Records and Data Schema

43

Detail Window

45

Record Window for “Call Info”

46

Records and

49

Data Schema

49

Agent Statistics Window

52

Workgroup Statistics Window

57

Table 1: CDR Call Format

62

Table 2: CDR Logon-Off Format

66

Table 3: CDR Wrap-Up Format

67

Specification

68

RTM Data Schema

69

Table 4: RTM Data Format

70

Glossary of Terms

77

Routing and Route Name

85

Multi-Tenant Naming

85

Sign-on and Sign-off

86

Conference Call Limitation

86

CDR Records

87

80 CDR Manual

88

Reporting Fields Glossary

89

82 CDR Manual

90

TAPIT CDR Loader

91

Node (AltiGen)

92

CDR Manual 85

93

Settings for Access database:

94

CDR Manual 87

95

CDR Manual 89

97

90 CDR Manual

98

CDR Manual 91

99

92 CDR Manual

100

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