Altigen AltiConsole Manuel utilisateur

AltiConsole™

for AltiWare Open Edition (OE) Release 4.0

User Guide

Revised 09/2000 4502-0001-4.0

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 practiceswithin 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.

47427 Fremont Blvd.

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, AltiSpan, AltiReach, AltiLink, AltiConsole,

AltiAdmin, Zoomerang and Dynamic Messaging are trademarks or registered

trademarks of AltiGen Communications, Inc.

All other brand names mentioned are trademarks or registered trademarks of their

respective manufacturers.

Printed in U.S.A. 09/2000 4502-0001-4.0

Table of Contents

AltiConsole User Guide iii

Contents

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

Before You Begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

About AltiConsole . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

New in Version 4.0. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

Package Contents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

System Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

Before You Install AltiConsole. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

Installing AltiConsole . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

Getting Started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

Other AltiServ Settings Apply to AltiConsole . . . . . . . . . . . . . . . 4

About the AltiConsole Main Window . . . . . . . . . . . . . . . . . . . . . . . 5

Busy Lamp Field View (BLF tab) . . . . . . . . . . . . . . . . . . . . . . . . . . 7

All Extensions View (ALL tab) . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Trunk Status View (Trunk tab) . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Speed Dial View (SPEED tab) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Call States . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Keyboard Shortcuts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Mouse Shortcuts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Handling Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

A General Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Hands Free Handling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Dialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Answering Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Answering Calls without Using the Phone Hand Set. . . . . . . . . 13

Answering Calls when You’re Already Connected . . . . . . . . . . 13

Answering Calls to Other Extensions. . . . . . . . . . . . . . . . . . . . . 14

Hanging-Up . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Hold and Hold Pending . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Transferring Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Blind Transfer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Supervised Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Table of Contents

iv AltiConsole User Guide

Transfer to Auto Attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Transfer to Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

System Call Park . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Conference Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Overhead Paging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Configuring AltiConsole Settings . . . . . . . . . . . . . . . . . . . . . . . 21

Setting Your Extension Number . . . . . . . . . . . . . . . . . . . . . . . . 21

Setting the Auto Attendant Number. . . . . . . . . . . . . . . . . . . . . . 21

Setting AltiConsole Behavior and Overhead Paging. . . . . . . . . 21

Setting Speed Call List Entries. . . . . . . . . . . . . . . . . . . . . . . . . . 22

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Warranty

AltiConsole User Guide v

AltiView

Warranty

Coverage

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.

Length of Warranty

All AltiGen Communications products are warranted for one (1) year for

all parts from the date of the first consumer purchase.

Who the Warranty Protects

This warranty is valid only for the first consumer purchaser.

What the Warranty Does Not Cover

1. Anyproducton which the serial number has beendefaced, 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.

i. Removal, installation, and set-up service charges.

Warranty

vi AltiConsole User Guide

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, 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 (See the Technical Support appendix in the AltiWare

System Administrators’ Manual) 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. Please see the example below:

Attn.: RMA # 123

AltiGen Communications, Inc.

47427 Fremont Blvd.

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 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. directly at 1-888-ALTIGEN (258-4436) or via

e-mail at service@altigen.com.

Limitation of Liability

Except for personal injury, direct damages to tangible personal property

proximately caused by AltiGen products and liability otherwise expressly

assumed in a written agreementsigned by AltiGen, the liability of AltiGen,

its affiliates, suppliers, and authorized resellers for any claims, losses,

damages, or expenses from any cause whatsoever (including acts of

Warranty

AltiConsole User Guide vii

AltiView

omission of third parties), regardless of the form of action, whether in

contract, tort or otherwise, shallnot exceed an amount equal to the lesser of

the direct damages proven or the purchase price of the product. In no event

shall AltiGen or its affiliates, suppliers, or authorized resellers be liable for

incidental, consequential or any other indirect loss or damage (including

lost profits or revenues) incurred in connection with the product. This

limitation of liability shall survive failure of the exclusive remedy set forth

in the limited warranty above.

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.

Warranty

viii AltiConsole User Guide

About AltiConsole

AltiConsole User Guide 1

Before You Begin

About AltiConsole

AltiConsole is an attendant console application for a client system or

personal computer running Microsoft Windows 95/98/2000 or Windows

NT (Server or Workstation) 4.0 with Service Pack 6a (or higher).

It connects to AltiGen’s AltiServ, the telephony server, running AltiWare

OE Release 4.0 or higher. AltiConsole can simultaneously support up to

three operators on the same AltiServ system. However, you must purchase

a user license for each user.

AltiConsole provides the following call handling functions:

• Placing and answering calls

• Placing Calls on Hold

• Transferring Calls (Blind and Supervised Transfers)

• Transferring Calls to Voice Mail

• Transferring Calls to Auto Attendant

• Conference Calls (with up to six total parties)

• Parking Calls

• Accessing Overhead Paging, if that is available on your system

New in Version 4.0

• Incoming calls are displayed with the user name associated with

DNIS/DID numbers, if the numbers are assigned. If there is no name

assigned, the number itself is displayed.

• A trunk view displays the status of trunk lines, telling which are in use

and by whom.

• Extension status views are updated for users logging on or off in real

time and automatically.

• The Parked Calls list displays the name of the person who parked the

call and the duration of the call park.

• Overhead paging can use a trunk line, if it’s available and configured.

Before You Begin

2AltiConsole User Guide

Functional Changes

In addition to new features, some existing functions have changed in

response to user needs and requests.

•TheHang Up button can only disconnect calls on your extension.

• Call handling functions now operate on a currently connected call

only, withthe exceptionthat Overhead Paging simply requires thatyou

have a dial tone.

• When there is a Ringing status, you can now pick up both Ringing and

Hold calls.

• The user’s extension must be off hook to place a call.

Package Contents

The following items are included in the AltiConsole package:

• AltiConsole 4.0 CD ROM

• AltiConsole 4.0 User Guide

• AltiConsole End User License Agreement

Make sure you have all items listed above. If anything is missing or

damaged, please contact your Authorized AltiGen Dealer.

System Requirements

The client system must meet the following minimum requirements:

• Windows 95/98/2000 or Windows NT 4.0 (Server or Workstation)

with Service Pack 6a (or higher) installed.

• Intel 166 MHz or faster Pentium

• 30 MB available hard disk drive space

• 64 MB DRAM

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