Altigen AltiAgent Manuel utilisateur

AltiAgent™

for AltiWare ACC Release 5.2

and AltiWare ACM Release 5.2

Manual

2/2008 4503-0001-5.2

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

your sole 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.

4555 Cushing Pkwy.

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, AltiContact Manager, AltiLink, AltiConsole,

AltiAdmin, Alti-VRPlayer, Zoomerang, IPTalk, AltiReport, and SuperQ

are trademarks or registered trademarks of AltiGen Communications, Inc.

All other brand names mentioned are trademarks or registered trademarks

of their respective manufacturers.

Part Number 4503-0001-5.2

AltiAgent Manual i

Contents

Contents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . i

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

CHAPTER 1

About AltiAgent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1

New in Release 5.2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

New in Previous Release, 5.1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

Microsoft Outlook and Outlook Express Support . . . . . . . . . . . . . . 2

ACT!/GoldMine® Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

Licensing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

CHAPTER 2

Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5

Pre-Installation Checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Installing AltiAgent on a Client System . . . . . . . . . . . . . . . . . . . . . 5

Uninstalling AltiAgent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Automatic Upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Downgrade Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

CHAPTER 3

Getting Started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9

Logging In . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Workgroup Login . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Logging Out or Changing Workgroups . . . . . . . . . . . . . . . . . . . . . 11

Version Mismatch Dialog Box . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Reconnecting to AltiAgent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Logging In Remotely . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

IP Extensions Using IP Talk. . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Troubleshooting IP Connectivity . . . . . . . . . . . . . . . . . . . . . . . . 13

Exiting and Minimizing AltiAgent . . . . . . . . . . . . . . . . . . . . . . . . 13

ii AltiAgent Manual

Using the Windows Tray Phone Icon . . . . . . . . . . . . . . . . . . . . 13

Resizing the Display. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

CHAPTER 4

Using AltiAgent as a Workgroup Agent . . . . . . . . . . . . . . . .17

Dialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Placing Calls on Hold. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Using Call Waiting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Transferring Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Conference Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Station Conferencing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

MeetMe Conference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Working in the MeetMe Conference Window. . . . . . . . . . . . . . 32

Creating a Meeting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

E-mailing a Meeting Invitation . . . . . . . . . . . . . . . . . . . . . . . . . 37

Starting and Stopping a Meeting . . . . . . . . . . . . . . . . . . . . . . . . 38

What the MeetMe Conference Host Can Do . . . . . . . . . . . . . . . 38

Continuing a Meeting Beyond Its Duration Time . . . . . . . . . . . 38

Joining a MeetMe Conference . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Recording Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Recording on Demand . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Using Account Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Listening to Your Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Saving Remotely or Locally. . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

Deleting a Message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

Returning the Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

Attaching a Note. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

Forwarding Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

Working with Voice Mail Groups (Distribution Lists) . . . . . . . 46

Setting Status to Ready or Not Ready . . . . . . . . . . . . . . . . . . . . . . 46

Viewing, Sharing, or Pushing Data . . . . . . . . . . . . . . . . . . . . . . . . 46

Viewing Caller Data. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

Sharing or Sending a URL or Page . . . . . . . . . . . . . . . . . . . . . . 48

Monitoring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

Choosing Workgroups to Monitor . . . . . . . . . . . . . . . . . . . . . . . 49

Reading the Monitor List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

AltiAgent Manual iii

Calling or Picking Up Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

Viewing the Call History . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

Viewing Workgroup Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . 52

Viewing Queues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

Pick Up Calls from Queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

Using ActiveX Control with Third Party Applications . . . . . . . . . 55

CHAPTER 5

Configuring Your Station Settings . . . . . . . . . . . . . . . . . . . .57

Default Trunk Access. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

Voice Mail Play Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

IPTalk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

Screen Pop, Audio Beep, and Auto Close . . . . . . . . . . . . . . . . . 59

Accessing Databases. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60

Color Selection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61

Miscellaneous. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61

Advanced Options for Web-based and Workgroup Calls . . . . . 61

One Number Access (ONA) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62

Before You Set Up ONA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62

Setting Up One Number Access. . . . . . . . . . . . . . . . . . . . . . . . . 63

Call Handling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65

Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68

Voice Mail Groups (Distribution Lists) . . . . . . . . . . . . . . . . . . . 69

Working on Voice Mail Group Lists . . . . . . . . . . . . . . . . . . . . . 70

Station Speed Dialing Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71

System Speed Dial Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73

Index. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .75

iv AltiAgent Manual

AltiAgent 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 year for all parts from the date

of the first end user purchase.

Whom the Warranty Protects

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

What the Warranty Does Not Cover

1. Any product on which the serial number 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.

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:

vi AltiAgent Manual

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 to 510-252-9738, attention to Customer

Service. AltiGen reserves the right to refuse return of any material that does not have 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.

4555 Cushing Pkwy.

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.

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.

AltiAgent Manual 1

Installation

HAPTER

About AltiAgent

AltiAgent is a Windows desktop application designed to improve the

performance of workgroup and call center agents in an AltiWare

AltiContact Center (ACC) or AltiContact Manager (ACM) environment.

AltiAgent allows workgroup agents to manage workgroup calls from their

computers. It allows direct access to call handling and other functions,

including the following:

• Viewing caller data (for example, IP address, account number, credit

card number, name, and so on) sent with an incoming call.

• Pushing or sending a URL or web page to a web-based call.

• Viewing and printing workgroup call data.

With AltiAgent, you can monitor workgroup-related statistics, workgroup

call pickup, and member login/logout. In addition, AltiAgent integrates

with Microsoft Outlook and Outlook Express, ACT!, and GoldMine® for

caller screen pops and dialing out from these applications.

Call information can be stored to an internal or external CDR database for

future review and analysis.

New in Release 5.2

Displays a Global Extension's BLF state, extension status, and activity.

New in Previous Release, 5.1

• MeetMe Conference scheduling, monitoring, and control.

• Dial Pad and Flash key.

• Ability to manage Activity greetings.

• Ability to transfer or conference by clicking on an entry on the Speed

Dial tab or Monitor tab.

• User receives indication when calls are in workgroup queue.

• User has the ability to monitor the workgroup voice mail box.

2AltiAgent Manual

• A workgroup voice mail indicator alerts the agent.

• The AltiAgent Queue Monitor includes a DNIS field.

• When the user clicks Delete All on the Call History tab, confirmation

is required.

• A red light blinks when Not Ready is displayed.

• IPTalk user can specify a different ring device when away from the

desk (for example, the PC speakers instead of the headset system) so

that the ring can be heard.

MicrosoftOutlookandOutlookExpressSupport

AltiAgent 5.2 supports Microsoft Outlook 2003 and 2007, and Outlook

Express5.0,allowing you to obtainphone numbers to dial froma Microsoft

Outlook Contact list. AltiAgent also lets you see the incoming calls that

have a matching record in the Contact list.

You must set up the Outlook Contacts list prior to using this feature.

A Country Code field can be configured (in the Configuration window,

General Info tab) by the local user to help convert standard international

phone numbers in Outlook to correct digit strings for AltiWare.

ACT!/GoldMine® Support

AltiAgent 5.2 supports ACT! 2005, 2006, and 2007 and GoldMine® 6.0,

6.5, and 6.7 contact management software, allowing you to obtain phone

numbers to dial from the ACT! or GoldMine® contact database list.

AltiAgent also lets you see the matching record from the contact database

list of the incoming calls.

Licensing

AltiAgent requires an AltiAgent session license to be installed at the

AltiWare ACC/ACM system. A concurrent login session is governed by

the AltiAgent session license.

A system administrator can verify the licenses in AltiWare Admin by

selecting About AltiWare or About ACC/ACM Admin on the Help

menu, then clicking the License Information button, which opens a

window that displays licenses and session information.

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