Altigen AltiView Manuel utilisateur

AltiView™

for AltiWare Open Edition (OE) / AltiServ Contact

Center (ACC) Release 5.0A

and AltiContact Manager (ACM) Release 5.0A

Manual

Revised: 07/2006 Version #4 4503-0001-5.0A

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, AltiLink, AltiConsole,

AltiAdmin, Alti-IP 600, Alti-MSCRM, 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.

Printed in USA 07/2006 Part Number 4503-0001-5.0A

AltiView Manual iii

Contents

Warranty . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .vii

CHAPTER 1

Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1

New in Version 5.0A . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

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

Licensing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

Installation and Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

Pre-Installation Checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

Installing AltiView on a Client System . . . . . . . . . . . . . . . . . . . . 3

Uninstalling AltiView. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

Auto Upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

Downgrade Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

Microsoft Outlook and Outlook Express Support . . . . . . . . . . . . . . 5

ACT!/GoldMine® Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

CHAPTER 2

Getting Started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7

Logging In . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Reconnecting to AltiView . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Logging In Remotely Using an IP Extension . . . . . . . . . . . . . . . . . 9

IP Extensions Using IP-Talk . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Troubleshooting IP Connectivity . . . . . . . . . . . . . . . . . . . . . . . . 10

Hiding or Exiting AltiView . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Using the Windows Tray Phone Icon. . . . . . . . . . . . . . . . . . . . . 11

Resizing the Display. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Call States . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Error Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

iv AltiView Manual

CHAPTER 3

Using AltiView . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .15

About the Main Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

About the Calls List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Handling Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Dialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Placing Calls on Hold. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Using Call Waiting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Transferring Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Conferencing Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Recording Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Using Account Codes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Using Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

About the Voice Mail Window . . . . . . . . . . . . . . . . . . . . . . . . . 31

Listening to Your Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Monitoring Extension Activity . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Choosing Extensions to Monitor . . . . . . . . . . . . . . . . . . . . . . . . 36

Viewing the Call History . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Viewing the Speed Dial List . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

CHAPTER 4

Configuring Your Station Settings . . . . . . . . . . . . . . . . . . . .41

Apply Button and OK Button. . . . . . . . . . . . . . . . . . . . . . . . . . . 41

General Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

Default Trunk Access. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

Voice Mail Play Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Screen Pop, Audio Beep, and Auto Close . . . . . . . . . . . . . . . . . 43

Accessing Databases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Color Selection. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

Release IP Trunk Link Tie . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

Insert Dialing Prefix. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

One Number Access (ONA) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

Call Handling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

VM Groups (Distribution Lists). . . . . . . . . . . . . . . . . . . . . . . . . 53

AltiView Manual v

Accessing Voice Mail Group Lists. . . . . . . . . . . . . . . . . . . . . . . 53

Station Speed Dialing Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

Adding or Editing Station Speed Entries . . . . . . . . . . . . . . . . . . 56

System Speed Dialing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57

Index. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .59

vi AltiView Manual

AltiView Manual vii

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 (1) 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:

viii AltiView Manual

1. Take or ship the product (shipment prepaid) to your AltiGen distributor or to AltiGen

Communications, Inc.

Allmaterialsbeing returnedtoAltiGen must have an associated RMAnumber. 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

RMAnumber shouldbeclearlymarked on the outsideof 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. Foradditional information contact yourAltiGen Dealer orAltiGen Communications, Inc.

via e-mail at [email protected].

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.

AltiView Manual 1

Installation

HAPTER

Installation

AltiView is call management software that runs with the AltiWare OE/

ACC 5.0A or ACM 5.0A system.

To install the AltiView client software, you can load AltiView client on a

network server and then using your company’s distribution software to

deliver the AltiView client software to each desktop PC.

Most frequently, this means loading the software onto a shared network file

server and copying the software to each desktop PC. Alternatively, you can

use the AltiView CD ROM to install the program on each desktop.

The following items are included in the AltiView 5.0A package:

• AltiView Session License Key

• AltiView 5.0A Manual

If any of these items are missing or damaged, please contact your

Authorized AltiGen dealer.

Important: 4.6 client programs cannot be installed in the same PC running

5.0A client programs.

New in Version 5.0A

•Support for IPTalk - When logging into AltiView, a new option, IP

Extension integrated with IPTalk, can be selected. The IPTalk

option replaces NetMeeting when the user uses AltiView as a soft-

phone client. An IP-Talk License must be purchased and registered in

order to use the IP-Talk feature.

—IP-Talk Mute button in Main Window - a Mute button enables a

mute function during conversation. When mute is enabled, a mute

symbol appears in the main window.

—Headset Volume Control - the headset volume control can be

invoked by AltiViewusing the VolumeControlbutton on themain

window of AltiView.

•Add extension Activity field in Monitor window - an Extension

Activity field is added to the Monitor window of AltiView.

2AltiView Manual

•Setting Activity made easier - from the AltiView main window, use

the Activity drop down list to select the activity for the extension.

•Inputted number kept when switching between Voice Mail and

Calls tab

•Reconnect button when connection is dropped - In 5.0, when a

connection between AltiServ and AltiView is broken, AltiView pops

a message box informing the user about the broken connection; the

user can only click on OK to end the application. In 5.0A, when the

connection is broken, AltiView will pop a message box to inform the

user and will also provide a Reconnect button. The Reconnect button

will connect to AltiServ again without having to log back onto

AltiView to re-enter the extension number and password.

•Changed Auto Answer minimum duration to 0 seconds - The Auto

Answer minimum duration is reduced from 3 to 0 seconds. If the

duration is set to 0, all incoming calls will go connect state right away.

Both caller and callee will not hear ring tone.

Client System Requirements

The client system must each meet the following minimum requirements.

For server system requirements, see the AltiWare OE/ACC System

Installation and Administration Manual or the AltiContact Manager

Administration Manual.

• IBM/PC AT compatible system

• Intel 300 MHz (or faster) Pentium

• Windows 98 (or higher), or Windows 2000, or Windows NT 4.0 or

higher, Server or Workstation.

• 30 MB Hard Drive Disk Space

• 128 MB DRAM

• SVGA monitor (800 x 600) with 256 color display, or better

• Keyboard and Mouse

• AltiWare OE/ACC Release 5.0A or AltiContact Manager 5.0A

running on a server accessible to this client.

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