Altigen AltiContact Manager Version 4.6 Especificaciones

AltiAgent™for AltiWare Open Edition (OE)/AltiServ Contact Center (ACC) Release 5.0Aand AltiContact Manager (ACM) Release 5.0AManualRevised 07/2006 Ver

2 AltiAgent Manual• Reconnect button when connection is dropped - In 5.0, when a connection between AltiServ and AltiAgent is broken, AltiAgent pops a

AltiAgent Manual 3Installation• Windows 98 (or higher), or Windows 2000, or Windows NT 4.0 or higher, Server or Workstation.• 30 MB Hard Drive Disk S

4 AltiAgent ManualInstalling AltiAgent on a Client SystemAfter completing the pre-installation checklist, proceed as follows on the client machine:1.

AltiAgent Manual 5InstallationNote: The AlpInterface might be located under “\WinNT\System32\”, “\Windows\System32\” or some other location. Use the

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AltiAgent Manual 7Getting StartedCHAPTER 2Getting StartedAltiAgent is a version of AltiView designed for workgroup agents. Through an AltiAgent windo

8 AltiAgent Manualname of the system you will be using. If this is not your first login, go on to the next step.Figure 1. Logging in2. Enter your Exte

AltiAgent Manual 9Getting StartedReconnecting to AltiAgentWhen a connection between AltiServ and AltiAgent is broken, AltiAgent will pop a message bo

10 AltiAgent Manual3. (IPTalk users only) Select the IP Extension Integrated with IP Talk check box. 4. Click OK.IP Extensions Using IP TalkTo use IPT

AltiAgent Manual 11Getting StartedPop Up when You Get a CallYou can configure to pop up when you have incoming calls. Pop ups work when AltiAgent is

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

12 AltiAgent Manual• Dial Tone - a dial tone is present, AltiAgent is ready to dial out• Error - receipt of an error tone• Hold - the call is on hold•

AltiAgent Manual 13Getting StartedError MessagesThe following errors may be displayed as login or connectivity errors. Error Message Description Solu

14 AltiAgent ManualThis version is not com-patible with the version of AltiWare that is run-ning. This can lead to inconsistent or no func-tionality.

AltiAgent Manual 15Using AltiAgentCHAPTER 3Using AltiAgent as a Workgroup AgentAltiAgent is a desktop call control application for workgroup agents t

16 AltiAgent ManualSelect the workgroup or workgroups you want to log in to, then click OK. AltiAgent supports login on up to eight workgroups simulta

AltiAgent Manual 17Using AltiAgentThe window consists of the following displays and buttons:• The Workgroup Status panel displays statistical informa

18 AltiAgent Manual• The Directory panel has two tabs: CALLS, which shows a current list of calls; and VOICE MAIL, which shows a log of current and pa

AltiAgent Manual 19Using AltiAgent• The Ready/Not Ready buttons tell the system you are ready to receive workgroup calls.• The Web Data button lets y

20 AltiAgent ManualThe 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

AltiAgent Manual 21Using AltiAgent• "7" is the IP trunk access code, "101" is the IP dialing entry, and "234567" is the

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

22 AltiAgent ManualDialing Speed Dial NumbersYou can use either your own Station Speed Dial numbers or the System Speed Dial numbers.See “Configuring

AltiAgent Manual 23Using AltiAgentUsing Call WaitingDuring a call, you may hear a beep indicating that you have another incoming call. To answer the

24 AltiAgent Manualextension. The call is also reconnected if the third party doesn’t answer.How to display User data on the IP phoneWhen a call is be

AltiAgent Manual 25Using AltiAgentYou can also transfer a call to an Attendant before you answer it.Figure 14. Transfer to Auto Attendant/IVRForwardi

26 AltiAgent ManualNote: Single Call Waiting, Multiple Call Waiting or Live Call Waiting must be enabled in AltiAdmin/ACM Admin in order to conference

AltiAgent Manual 27Using AltiAgent4. Click the Conference button again to initiate the three-way conference. Both calls will be displayed as Conferen

28 AltiAgent Manual2. Use the drop-down list and select Join To Conference.3. In the confirmation dialog box, click OK to conference the caller.The ma

AltiAgent Manual 29Using AltiAgentFor each workgroup, the options for voice recording (centralized workgroup recording) are enabled in the system’s G

30 AltiAgent ManualTo record a call:1. While connected to a call, right-click on the conversation to open a drop-down list.Figure 18. Right-click Drop

AltiAgent Manual 31Using AltiAgentUsing Account CodesIf your system is set up to use account codes, you can associate calls to specific codes for bil

ii AltiAgent ManualWorkgroup Login . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15Logging Out or Changing Workgroups .

32 AltiAgent Manual3. In the Account Code popup window, select an account code from the scrollbox.Figure 20. Account Code List windowNote: If your ext

AltiAgent Manual 33Using AltiAgentUsing Voice MailAbout the Voice Mail WindowFigure 21. Voice Mail windowWhen you click the Voice Mail tab in the mai

34 AltiAgent ManualListening to Your Voice Mail In the Voice Mail list, select the message and use the voice mail controls at the bottom right of the

AltiAgent Manual 35Using AltiAgentReturning the Call Click the Return Call button to call back the sender, or use the right-click popup menu. Attachi

36 AltiAgent ManualForwarding Voice MailTo forward a voice mail to an extension or a VM Group:1. Select the voice mail in the Voice Mail view of the A

AltiAgent Manual 37Using AltiAgent4. Optionally, you can leave an introductory message. Select the Record Introduction Message check box and follow t

38 AltiAgent ManualSetting Status to Ready or Not ReadyClick the Not Ready button to tell the system not to send workgroup calls to your extension.Cli

AltiAgent Manual 39Using AltiAgent• From Supplemental Caller Data, including user data tagged to the call, and data included by using the AltiAgent M

40 AltiAgent Manual3. To share or push the URL, select the URL you want to share by clicking it, then click Push to send it or Share to share it.4. Wh

AltiAgent Manual 41Using AltiAgentChoosing Workgroups to Monitor1. Open the Monitor window by clicking the EXPAND button in the AltiAgent main window

AltiAgent Manual iiiVM Groups (Distribution Lists) . . . . . . . . . . . . . . . . . . . . . . . . . 59Accessing Voice Mail Group Lists. . . . . . .

42 AltiAgent Manual• Idle—the extension is not in use; you can click the Status field to ring that extension• Connected—the extension is in use• Ringi

AltiAgent Manual 43Using AltiAgentViewing the Call HistoryClick the History tab in the Monitor window to view an informational history of handled cal

44 AltiAgent Manual• Length—the length of time of each call. • DNIS—DNIS digits collected, if available• Note—a note attached to the call. Move the cu

AltiAgent Manual 45Using AltiAgentMost of the data is self-explanatory, but you might note the following:• The Service Level represents the percentag

46 AltiAgent ManualMost of the data is self-explanatory, but you might note the following:• Queue Time represents the total time a call has been waiti

AltiAgent Manual 47Using AltiAgentUsing ActiveX Control with Third Party ApplicationsThe AltiAgent ActiveX Control Object is an ActiveX Object. It wo

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AltiAgent Manual 47ConfigurationCHAPTER4Configuring Your Station SettingsYou can configure the following settings and options by clicking the Config

48 AltiAgent ManualGeneral InformationFigure 34. General Info configurationThe General Info tab is the window you see when you first click the Config

AltiAgent Manual 49ConfigurationVoice Mail Play OptionsYou can choose to play your messages on your phone set, or play them on your sound card and sp

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50 AltiAgent Manual• Select the For Dial-by-Name check box enable access to the names in the database directory when you dial. With this option enable

AltiAgent Manual 51ConfigurationFigure 35. Advanced database options• The first three radio buttons provide choices for when to open a text chat sess

52 AltiAgent Manual• Your Call Handling settings must not conflict with ONA. Specifically:— Do Not Disturb must be disabled. Otherwise, if your line i

AltiAgent Manual 53Configuration1. Select the times you want to be available to ONA callers. If you choose Enable based on the following schedule, yo

54 AltiAgent Manualthe order from Forwarding Number 1 through Forwarding Number 4. Note that this number order does not correspond to the Schedule ord

AltiAgent Manual 55ConfigurationCall HandlingClick the Call Handling tab in the Config window to configure incoming call handling for your extension.

56 AltiAgent ManualDo Not DisturbIf you select Enable Do Not Disturb, all incoming calls are forwarded according to your “Enable Busy Call Handling” s

AltiAgent Manual 57ConfigurationCall Waiting OptionsCall waiting options are available only if the Enable Busy Call Handling check box has been selec

58 AltiAgent ManualClick the Message Notification tab in the Config window to establish how and when you want to be notified about incoming voice mess

AltiAgent Manual 59Configuration• Queue condition—if you want to be notified when the queue time is longer than the number of seconds you specify and

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

60 AltiAgent ManualAccessing Voice Mail Group ListsTo work on your personal voice mail groups, click the VM Group button to invoke the VM Group Edit w

AltiAgent Manual 61ConfigurationCreating a VM Group1. To create a VM group after opening the VM Group Edit window, click the New button, which invoke

62 AltiAgent ManualDeleting a GroupTo delete a Voice Mail Group:1. Access the VM Group window. 2. Click the Change button in the VM Group Edit window

AltiAgent Manual 63Configuration.Figure 41. Station Speed Dialing setupAdding or Editing Station Speed Entries1. Click a Station ID to select it. 2.

64 AltiAgent Manual4. Click OK. Deleting Station Speed EntriesTo delete a speed dial number, click the Station ID and click Edit to open the Station S

IndexAltiAgent Manual 65IndexAAA state 11Account Codes 30ACT 5, 49ActiveX Control 46Activity 56addressAltiGen Communications, Inc. iiadvanced databas

Index66 AltiAgent ManualHhandling calls 19–27hiding AltiAgent 10history logs 42history window 42hold 12hold button 22hold pending 12, 41IIdle state 12

IndexAltiAgent Manual 67system speed dialing 64TTCP socket 10threshold time 17transferCentrex 25transfer calls 23transfer to auto attendant 24transfe

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

AltiAgent Manual 1InstallationCHAPTER 1OverviewAltiAgent is an optional software package that runs with the AltiWare OE or AltiContact Manager system