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