Altigen AltiAgent User manual

AltiAgent™
for AltiWare Open Edition (OE)/
AltiServ Contact Center (ACC) Release 5.0A
and AltiContact Manager (ACM) Release 5.0A
Manual
Revised 07/2006 Version #5 4504-0012-5.0A

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: [phone]
Fax: [phone]
E-mail: [e-mail]
Web site: www.altigen.com
TRADEMARKS
AltiGen, AltiServ, AltiWare, AltiContact Manager, AltiLink, AltiConsole,
AltiAdmin, ACM Admin, Alti-IP 600, AltiVR Player, Zoomerang,
Dynamic Messaging, 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.
Copyright © AltiGen Communications, Inc. 2006. All rights reserved.
Printed in USA. 07/2006 Part Number 4504-0012-5.0A

AltiAgent Manual i
Contents
Contents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . i
Warranty . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .v
CHAPTER 1
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1
New in Version 5.0A . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2
Client System Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
Licensing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Pre-Installation Checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Installing AltiAgent on a Client System. . . . . . . . . . . . . . . . . . . . 3
Uninstalling AltiAgent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 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 AltiAgent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Logging In Remotely Using an IP Extension . . . . . . . . . . . . . . . . . 9
IP Extensions Using IP Talk. . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Troubleshooting IP Connectivity . . . . . . . . . . . . . . . . . . . . . . . . 10
Hiding or Exiting AltiAgent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Using the Windows Tray Phone Icon. . . . . . . . . . . . . . . . . . . . . 11
Resizing the Display. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
CHAPTER 3
Using AltiAgent as a Workgroup Agent . . . . . . . . . . . . . . . .15

ii AltiAgent Manual
Workgroup Login . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Logging Out or Changing Workgroups . . . . . . . . . . . . . . . . . . . . . 16
About the Main Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Call Handling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Dialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Placing Calls on Hold. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Using Call Waiting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Transferring Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Conferencing Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Recording Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Using Account Codes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
About the Voice Mail Window . . . . . . . . . . . . . . . . . . . . . . . . . 32
Listening to Your Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . 33
AltiAgent Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Setting Status to Ready or Not Ready . . . . . . . . . . . . . . . . . . . . 37
Viewing, Sharing, or Pushing Data . . . . . . . . . . . . . . . . . . . . . . 37
Monitoring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Choosing Workgroups to Monitor . . . . . . . . . . . . . . . . . . . . . . . 40
Viewing the Call History . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
Viewing Workgroup Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . 43
Viewing Queues. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
Pick Up Calls from Queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Viewing the Speed Dial List . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Using ActiveX Control with Third Party Applications . . . . . . . . . 46
CHAPTER 4
Configuring Your Station Settings . . . . . . . . . . . . . . . . . . . .47
Apply Button and OK Button. . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Default Trunk Access. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
Voice Mail Play Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
Screen Pop, Audio Beep, and Auto Close . . . . . . . . . . . . . . . . . 49
Accessing Databases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
Color Selection. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Release IP Trunk Link Tie . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Call Handling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57

AltiAgent Manual iii
VM Groups (Distribution Lists) . . . . . . . . . . . . . . . . . . . . . . . . . 59
Accessing Voice Mail Group Lists. . . . . . . . . . . . . . . . . . . . . . . 60
Adding or Editing Station Speed Entries . . . . . . . . . . . . . . . . . . 63
System Speed Dialing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
Index. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .65

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 (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:

vi AltiAgent Manual
1. Take or ship the product (shipment prepaid) to your AltiGen distributor or to AltiGen
Communications, Inc.
Allmaterialsbeing returnedto AltiGenmust have anassociatedRMA number. RMAnumbers
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 shouldbe clearlymarkedonthe outside ofthe boxinwhich the materialis 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 informationcontactyourAltiGenDealer orAltiGenCommunications, 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.

AltiAgent Manual 1
Installation
C HAPTER 1
Overview
AltiAgent is an optional software package that runs with the AltiWare OE
or AltiContact Manager system. AltiAgent Session licenses must be
installed and registered to enable client sessions.
To install the AltiAgent client software, you can load AltiAgent on a
network server and then using your company’s distribution software to
deliver the AltiAgent 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 AltiAgent CD ROM to install the program on each desktop.
New in Version 5.0A
•Support for IPTalk - When logging into AltiAgent, a new option, IP
Extension integrated with IPTalk, can be selected. The IPTalk
option replaces NetMeeting when the user uses AltiAgent 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 default volume control can
be invoked by AltiAgent using the Volume Control button on the
main window of AltiAgent.
•Group Name field in Monitor Window - a Group Name field is
added next to Workgroup Number field in the Monitor window of
AltiAgent.
•Add extension Activity field in Monitor window - an Extension
Activity field is added to the Monitor window of AltiAgent.
•Setting Activity made easier - from the AltiAgent 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

2AltiAgent Manual
•Reconnect button when connection is dropped - In 5.0, when a
connection between AltiServ and AltiAgent is broken, AltiAgent 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, AltiAgent 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
AltiAgent 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 to the connect state right
away. Both caller and callee will not hear ring tone.
•EnableQueueAlert configuration- (added in Update 4). This option
lets you choose to be notified when the queue time is longer than the
number of seconds you specify and/orthe calls in the queue exceed the
number you specify.
Installation
The following items are included in the AltiAgent 5.0A package:
• AltiAgent 5.0A Manual
• AltiAgent Session License
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.
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

AltiAgent Manual 3
Installation
• 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/AltiContact Manager 5.0A running on a server
accessible to this client.
Licensing
AltiAgent requires an AltiAgent session license to be installed at the
AltiWare/ACM system. Concurrent login session is governed by the
AltiAgent session license.
You can verify the licenses when you run AltiAdmin/ACM Admin by
selecting About AltiWare…/About ACM Admin... on the Help menu,
then clicking the License Information button to view a window that
displays licenses and session information.
The IP Talk feature requires the purchase, registration and activation of the
IP-Talk License.
Installation and Setup
Pre-Installation Checklist
Before installing AltiAgent, please review the following checklist:
• Make sure that AltiWare OE/ACC or AltiContact Manager has been
installed on the server system.
• Make sure that TCP/IP is enabled on both machines.
• Make sure the client is able to connect to the server on the network.
• Local administrator rights are required to install AltiView and
AltiAgent.
• Make sure License has been installed and activated.

4AltiAgent Manual
Installing AltiAgent on a Client System
After completing the pre-installation checklist, proceed as follows on the
client machine:
1. Exit any/all Windows applications.
2. Insert the AltiWare OE 5.0A CD into the CD ROM drive.
3. Run the Setup program under AltiAgent\ and follow the step-by-step
installation instructions as they appear on the screen.
Uninstalling AltiAgent
1. From the Windows Start menu, select Control Panel Add/
Remove Programs to uninstall AltiAgent.
2. Click OK when the dialog box asks if you want to uninstall the
program, and respond to any additional prompts.
Auto Upgrade
During startup, AltiAgent will detect if its version matches with the version
of the OE/ACC or ACM server to be connected. If an older version of
AltiAgent is found, the client will be prompted for upgrade permission. If
the user decides to auto upgrade, the AltiAgent application is terminated
and a software upgrade session is started. Restart AltiAgent to run the
newer version.
Note: For remote AltiAgent users outside the firewall, TCP port 10050 is
required to be open to allow auto upgrade. Also, auto upgrade over
the Internet requires the sending of 15 MB files over the WAN,
which may take some time to perform the automatic update.
Downgrade Procedure
1. Go to Control Panel>Add/Remove Programs and remove the
AltiAgent 5.0A program and ALL OTHER 5.0A client applications
(including AltiView, AltiSupervisor, AltiConsole and CDR Search
5.0A.
2. Reboot your system.
3. Go to “<local drive>:Program Files\AltiGen\Shared Files\” and
remove AlpInterface.dll.

AltiAgent Manual 5
Installation
Note: The AlpInterface might be located under
“\WinNT\System32\”, “\Windows\System32\” or some other
location. Use the Search for Files and Folders feature to
locate and remove all AlpInterface.dll files from the system.
4. Install the AltiAgent 5.0 software.
MicrosoftOutlookandOutlookExpressSupport
AltiAgent supports Microsoft Outlook 97, 98, and 2000, 2003, and Outlook
Express5.0,allowing you toobtain phone numberstodial fromaMicrosoft
Contact list. AltiAgent also lets you see the incoming calls that have a
matching record in the Contact list.
AltiAgent requires thatyouto set upthe OutlookContactslistpriortousing
this feature.
A Country Code field can be configured (in General Info) by the local user
to help convert standard international phone numbers in Outlook to correct
digit strings for AltiWare.
ACT!/GoldMine® Support
AltiAgent supports ACT! and GoldMine® 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.

6AltiAgent Manual

AltiAgent Manual 7
Getting Started
C HAPTER 2
Getting Started
AltiAgent is a version of AltiView designed for workgroup agents.
Through an AltiAgent window, you can monitor workgroup-related
statistics, workgroup call pickup, and member login/logout directly from
the desktop. Also, the AltiView functionality can be accessed from
AltiAgent.
Logging In
Important: For users running Windows XP SP2, a firewall protection
Security Alert will pop up when opening the client login
window.
Before you log in
When you launch AltiAgent for the first time, you need to know either the
server name or the IP address of the server you’ll be linking to. If you use
the server name and not the IP address, AltiWare/AltiContact Manager
replaces the name with the IP address, eliminating the need of a DNS
(Domain Naming System) search.
To obtain the AltiWare/AltiContact Manager IP address, ask your IT
administrator.
If you are connecting to the Internet through a modem connection, before
you log in, establish a session connection from your PC to your local
Internet Service Provider. If you’re usingalow-speed connection, thelogin
maytakesome time asa largeamountof dataistransferred to yourdesktop.
To log in:
1. Run the AltiAgent application and, if this is the first login to this
AltiWare/AltiContactManagersystem,enter theserver’s IPaddressor

8AltiAgent Manual
name of the system you will be using. If this is not your first login, go
on to the next step.
Figure 1. Logging in
2. Enter your Extension number and Password assigned to your phone.
Check the Always save password check box to store your login
password the next time you access AltiAgent.
Note: AltiServ maintains a counter for each extension to track login
failures. Up to 8 login attempts are allowed, after which login
will be disabled from 1 to 24 hours (depending on the
Administrator’s setting).
3. IP Extension Integrated with IP-Talk option (grayed out if your
extension is not set up as an IP extension.)
Note: IPTalk will use H.323 as its VoIP protocol, and G.711 (mu
law) and G.723.1 (6.3k) codecs. IPTalk is only supported on
Windows XP, Windows 2000 and Windows 2003, it is not
supported on Windows 98 or Windows NT.
If you do not have an IP phone and you want your AltiAgent desktop
to access AltiWare/AltiContact Manager as an IP extension, select the
IP Extension Integrated with IP-Talk check box.
To do this, your extension must be set up as an IP extension by your
system administrator.
Refer to the discussion in the next section for more information on
using IP extensions.
4. Select how you want to log in and click OK.

AltiAgent Manual 9
Getting Started
Reconnecting to AltiAgent
When a connection between AltiServ and AltiAgent is broken, AltiAgent
will pop a message box to inform the user and reconnect the call. Clicking
Yes will connect to AltiServ again without having to log back onto
AltiAgent to re-enter the extension number and password.
Figure 2. Reconnect to AltiAgent
Logging In Remotely Using an IP Extension
For agent use or supervisor use, you can access AltiAgent from a remote
location using an IP extension. All the call handling functions are the same
as logging in locally, with the exception of the ability to configure One
Number Access. You can pick up voice mail, forward local business office
phone calls to another site such as a home desktop PC, and even receive the
phone calls as you would at the office.
To use an IP extension, you must meet the following requirements:
• Your extension must be configured to use IP extensions by your
system administrator.
• You must have AltiGen-certified IP phone/adapter equipment.
Consult your system administrator or authorized AltiGen dealer for details
on obtaining and using any ofthese options. The IPTalk option is discussed
in the next section.
To log in from a remote location using an IP extension:
1. If you connect to the Internet through a modem connection, establish
a connection to your Internet Service Provider.
2. Log in using your Extension and Password as usual.

10 AltiAgent Manual
3. (IPTalk users only) Select the IP Extension Integrated with IP Talk
check box.
4. Click OK.
IP Extensions Using IP Talk
To use IPTalk as an IP extension, you need the following:
•A sound card or USB sound device/headset (Plantronics headset
recommended)
Important: You can only run one instance of AltiAgent with IPTalk per
system.
To make and receive calls using IPTalk:
• Connect your headset to your PC. Use the AltiAgent Dial and call
accepting functions as usual to make and receive calls.
Troubleshooting IP Connectivity
If problems occur, they may be due to a failure to connect to your ISP or
due to firewalls at your office preventing direct access to the AltiWare/
AltiContact Manager server.
As a test, you can choose Run from the Windows Start menu, then enter
Ping <IP address> [ENTER]
where <IP address> is the AltiWare/AltiContact Manager system you
want to connect to. An example of the IP address format is
123.234.231.143
If you do not get a response, contact your LAN administrator for support.
Next, check to verify if ports are open.
Hiding or Exiting AltiAgent
When you minimize the AltiAgent desktop by
clicking the Minimize symbol (the dash), it is
hidden—it doesn’t appear anywhere in the
Windows desktop except as a phone icon in the tray in the lower right
corner, as discussed below.
To exit AltiAgent entirely, right click the phone icon and select Exit.

AltiAgent Manual 11
Getting Started
Pop Up when You Get a Call
You can configure to pop up when you have incoming calls. Pop ups work
when AltiAgent is hidden (minimized) but not when you have exited. See
“Screen Pop, Audio Beep, and Auto Close” on page 49.
Using the Windows Tray Phone Icon
After you log in, the AltiAgent icon (a phone) is displayed on the Windows
tray, normally at the bottom right of your screen. When you have new voice
mail, the phone turns into a small yellow envelope.
If the AltiAgent interface is not on your Windows desktop, but this icon
appears in the Windows tray, you double-click it to open the AltiAgent
main window, or you can right click it to pop up a menu, then select the
AltiAgent window you want to open.
Resizing the Display
You can resize many AltiAgent windows using the standard Windows
method: place the cursor at a window edge or corner, then drag the window
to the size you want.
Also, the field size for any field can be increased or decreased by pointing
the cursor to either side of the field’s main column. The cursor changes to
a movable double bar (||) that can be moved to resize the column.
Call States
AltiWare/AltiContact Manager applications report the status of calls. A list
of the states includes the following:
•AA - the call is being transferred to an Auto Attendant/IVR
•Busy - callee is busy or not available
•Call Pending - the call is placed into a workgroup queue
•Conference - the call is in conference
•Connect - the call is connected

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
•Hold Pending - the call is being transferred or conferenced
•Idle - the extension is not in use
•Music on Hold - an extension user placed the call on hold to take
another call
•Park - the call is parked
•Play - playing voice mail
•Proceeding - the outgoing call is in progress
•Record - recording an introductory message
•Ringback - caller receives this state while callee is ringing
•Ringing - there is an incoming call
•Voice mail - the call is in voice mail
Figure 3. Status Field - AltiAgent main window