Altigen AltiServ Manuel utilisateur

AltiServ™

User Guide

for AltiWare Open Edition (OE) / AltiServ Contact

Center (ACC) Release 5.0A, and

AltiContact Manager (ACM) Release 5.0A

Revised 5/2007 4003-0002-5.0A

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, AltiReach, AltiLink,

AltiConsole, AltiAdmin, Alti-IP 600, Zoomerang, Alti-Mobile Extension,

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.

Printed in USA. 10/2004 Part Number 4003-0002-5.0A

AltiServ User Guide i

Contents

Phone Feature Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1

AltiGen Voice Mail System Quick Features . . . . . . . . . . . . . . . . 1

Making Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

Answering Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

Call Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

Other Features. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

CHAPTER 1

AltiServ Telephone Functions . . . . . . . . . . . . . . . . . . . . . . . . .3

Basic Functions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

Making Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

Answering Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

Putting a Call on Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

Transferring Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

Centrex Transfer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

Conference Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Consultation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Call Park . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

System Call Park and Silent System Call Park. . . . . . . . . . . . . . . 7

Line Park. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Call Waiting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Multiple Call Waiting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Account Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

System Callback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Dialing a Remote AltiWare/ACM System . . . . . . . . . . . . . . . . . . . 11

Calling a Remote Extension Directly over IP. . . . . . . . . . . . . . . 11

Calling Remote Auto Attendant/IVR or Operator . . . . . . . . . . . 11

Calling a Remote Number (Hop Off Dialing) . . . . . . . . . . . . . . 11

Voice Over IP Trunk Call Support . . . . . . . . . . . . . . . . . . . . . . . . 12

Supported Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Remote Locations IP Dialing Chart . . . . . . . . . . . . . . . . . . . . . . . . 14

Using Feature Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

ii AltiServ User Guide

Answering Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

AltiGen Voice Mail System Quick Features . . . . . . . . . . . . . . . 18

Making Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Call Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Workgroup Features. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Workgroup Supervisor Features. . . . . . . . . . . . . . . . . . . . . . . . . 21

Other Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Operator Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Call Handling and the Auto Attendant/IVR. . . . . . . . . . . . . . . . 22

Checking the General Mailbox . . . . . . . . . . . . . . . . . . . . . . . . . 22

Calls on Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Operator Off-line . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Outside Call Blocking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

CHAPTER 2

Using the AltiGen Mail Voice System . . . . . . . . . . . . . . . . . .25

Logging In . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Remote Login. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

About Passwords . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Transfer to AltiGen Voice Mail System Feature . . . . . . . . . . . . 27

Returning to Auto Attendant/IVR from the AltiGen Voice Mail

System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

AltiGen Voice Mail System Main Menu Options . . . . . . . . . . . . . 28

Listening to Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Sending Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Making a Call from within the AltiGen Voice Mail System . . . 31

Personal Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Recording Greetings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Changing your Password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Using Message Notification. . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Using Reminder Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Call Forwarding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Feature Tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Using Distribution Lists. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Log On/Off IP Extension (Dynamic IP Addressing Only) . . . . 38

One Number Access Options. . . . . . . . . . . . . . . . . . . . . . . . . . . 39

AltiServ User Guide iii

Dynamic Messaging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Zoomerang . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

Private Messaging. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

AltiGen Voice Mail System Mixed-Media Messaging . . . . . . . . . 42

Accessing AltiGen Voice Mail System Mixed-Media Messages42

CHAPTER 3

Using AltiReach . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .45

Logging In . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

The Main Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

Setting Call Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

One Number Access (ONA). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

Station Speed Dialing Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

iv AltiServ User Guide

AltiServ User Guide 1

Phone Feature Codes

## <pwd>. . . . . . . . . . . . . . . . . Log in to voicemail at your own

station

### <ext> <pwd>. . . . . . . . . . . Log in to voicemail at another station

AltiGen Voice Mail System Quick Features

#11 . . . . . . . . . . . . . . . . . . . . . . Greeting Menu

#28 . . . . . . . . . . . . . . . . . . . . . . Password Menu

Making Calls

#34 . . . . . . . . . . . . . . . . . . . . . . Dial By Name1

#35 . . . . . . . . . . . . . . . . . . . . . . Station Privilege Override

#69 . . . . . . . . . . . . . . . . . . . . . . Dial Last Caller

#77 . . . . . . . . . . . . . . . . . . . . . . Station Speed Dial

#88 . . . . . . . . . . . . . . . . . . . . . . System Speed Dial

#99 . . . . . . . . . . . . . . . . . . . . . . Last Number Redial

#93 <ext>. . . . . . . . . . . . . . . . . Intercom Call

Answering Calls

#29 <ext>/<wg ext>. . . . . . . . . Individual Call Pickup (a specific

station) or Ringing Extension

Pickup (when entering

Workgroup)

#30 . . . . . . . . . . . . . . . . . . . . . . System Call Pickup (any station

ringing)

FLASH #31 . . . . . . . . . . . . . . . Personal Call Park

#31 <ext>. . . . . . . . . . . . . . . . . Personal Call Park Pickup

FLASH #41 . . . . . . . . . . . . . . . System Call Park

#41 <loc. #>. . . . . . . . . . . . . . . System Call Park Pickup

#51 <loc. #>. . . . . . . . . . . . . . . Line Park Pickup

#81 . . . . . . . . . . . . . . . . . . . . . . Hands Free Intercom Mode

#82 . . . . . . . . . . . . . . . . . . . . . . Hands Free Manual Answer Mode

1Feature must be enabled by system administrator.

2AltiServ User Guide

Call Management

#26. . . . . . . . . . . . . . . . . . . . . . .Station Log Out

#27. . . . . . . . . . . . . . . . . . . . . . .Station Log In

#32 <acct code>. . . . . . . . . . . . .Enter Account Code (before dialing)

FLASH #32 <acct code>. . . . . .Enter Account Code (mid-call)

#33. . . . . . . . . . . . . . . . . . . . . . .Do Not Disturb

#36. . . . . . . . . . . . . . . . . . . . . . .Call Forwarding

#37. . . . . . . . . . . . . . . . . . . . . . .Remote Call Forwarding

Other Features

#22. . . . . . . . . . . . . . . . . . . . . . .Feature Status Check

#25. . . . . . . . . . . . . . . . . . . . . . .Station Speed Dial Setup

#38. . . . . . . . . . . . . . . . . . . . . . .Outside Call Blocking (operator only)

#39. . . . . . . . . . . . . . . . . . . . . . .Operator Off-Line (operator only)

#44. . . . . . . . . . . . . . . . . . . . . . .Overhead Paging

#45. . . . . . . . . . . . . . . . . . . . . . .Overhead Paging by Trunk

#46. . . . . . . . . . . . . . . . . . . . . . .Group Paging (Alti-IP 600 users only)

#55. . . . . . . . . . . . . . . . . . . . . . .List Feature Tips

#73. . . . . . . . . . . . . . . . . . . . . . .Silent System Call Park

#90. . . . . . . . . . . . . . . . . . . . . . .Ready to receive workgroup calls

#91. . . . . . . . . . . . . . . . . . . . . . .Not ready to receive workgroup calls

FLASH <ext> . . . . . . . . . . . . . .Transfer

FLASH #40 . . . . . . . . . . . . . . . .Transfer to AltiGen Voice Mail

System

FLASH # 15 <AA/IVR#> . . . . . .Transfer to Auto Attendant/IVR

FLASH # # <ext> . . . . . . . . . . .Transfer to a User’s Voice Mail

FLASH <ext> . . . . . . . . . . . . . .Consultation (FLASH to return to

original call)

FLASH <number> # . . . . . . . . .Conference Call

FLASH . . . . . . . . . . . . . . . . . . .Call Waiting

AltiServ User Guide 3

Telephone Features

HAPTER

AltiServ Telephone Functions

AltiServ provides a broad range of call-handling and dialing features. For

you to use the system most effectively, you might want to browse through

this section and keep it handy for future reference.

Note: This guide refers to the FLASH button on the telephone device.

The flash function is the off-hook flash used, for example, to take

the other call in a simple call-waiting situation. Some telephones

may provide a LINK or similar button that provides the same

function.

Basic Functions

Making Calls

• To make an internal call to another extension, lift the handset

off-hook, wait for dial tone and dial the extension number.

• To make an external call, lift the handset off-hook, wait for dial tone,

dial the designated outside line access digit and dial the phone number.

The outside line digit(s) are provided by your administrator.

Note: If the Forced Account Code feature is enabled, the user must

enter an Account Code before making an external call.

Answering Calls

When you answer the phone, there may be different rings depending on

who is calling you. When Distinctive Ringing is enabled on your system,

three different ringing cadences may be used:

• Internal Call = short double rings

• External Call = long single rings between long pauses

• Operator Call = long single rings between short pauses

4AltiServ User Guide

Putting a Call on Hold

While connected to a call, do one of the following:

•PresstheFLASH button to play music on hold —if the system is

configured to play music on hold—and do not hang up. Hanging up

will disconnect the call. To reconnect to the call, press the FLASH

button again.

•PresstheHOLD button. Nothing is heard while placed on hold this

way. Hanging up here will not disconnect the call. To reconnect to the

call, press the HOLD button again.

Transferring Calls

To transfer the currently connected call:

1. Press the FLASH button.

2. At the dial tone, dial the third party’s extension number, or if

permitted, a trunk-line access prefix and an external phone number.

3. When the third party answers, announce the call or simply hang up.

When hanging up, use the Release button if available, or keep the

hook-flash depressed for a couple of seconds to make sure the call is

transferred.

To abort the transfer and reconnect to the incoming call, press FLASH

again before the transfer is complete.

Centrex Transfer

If you have a Centrex line, you can use this feature to transfer an external

call to an outside number without having to tie up two trunk lines. Once the

transfer is complete, the external caller’s line connects directly to the

outside number. Since there are no longer any connections to internal users,

internal trunk lines are then dropped, freeing up system trunk line resources

for other calls.

To complete a Centrex transfer:

1. Press FLASH, then *.

2. Dial the second party’s number (no need to dial the prefix for trunk-

line access such as 9) and either hang up or announce the call.

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