Altigen AltiAgent User manual

AltiAgent™
for AltiWare Open Edition (OE) / AltiServ Contact
Center (ACC) Release 5.0
and AltiContact Manager (ACM) Release 5.0
Manual
Revised 05/2004 4504-0012-5.0

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
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: [email protected]
Web site: www.altigen.com
TRADEMARKS
AltiGen, AltiServ, AltiWare, AltiContact Manager, AltiLink, AltiConsole,
AltiAdmin, ACM Admin, Alti-IP 600, AltiVR Player, 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.
Copyright © AltiGen Communications, Inc. 2004. All rights reserved.
PrintedinUSA.05
/2004 Part Number 4504-0012-5.0

AltiAgent Manual i
Contents
Contents.............................................i
Warranty...........................................iii
CHAPTER 1
Overview ..........................................1
Installation.........................................1
ClientSystemRequirements ..............................1
Session Licensing and License Upgrade Procedures . . . . . . . . . . . . 2
AltiAgent Session License . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
NewinVersion5.0 .....................................2
Pre-InstallationChecklist...............................3
Installing AltiAgent on a Client System. . . . . . . . . . . . . . . . . . . . 3
Uninstalling AltiAgent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
AutoUpgrade........................................3
DowngradeProcedure .................................4
MicrosoftOutlookandOutlookExpressSupport ..............4
ACT!/GoldMine®Support ...............................4
CHAPTER 2
GettingStarted .....................................5
LoggingIn ............................................5
LoggingInRemotelyUsinganIPExtension .................7
IPExtensionsUsingMicrosoftNetMeeting3.01.............7
TroubleshootingIPConnectivity.........................8
Hiding or Exiting AltiAgent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
UsingtheWindowsTrayPhoneIcon......................9
ResizingtheDisplay...................................9
CHAPTER 3
UsingAltiAgentasaWorkgroupAgent................13

ii AltiAgent Manual
NewinVersion5.0...................................13
WorkgroupLogin .....................................14
LoggingOutorChangingWorkgroups.....................14
AbouttheMainWindow................................15
CallHandling.........................................17
Dialing............................................17
PlacingCallsonHold.................................20
Using Call Waiting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
TransferringCalls....................................20
ConferencingCalls...................................23
RecordingCalls .......................................25
UsingAccountCodes.................................28
AltiAgent Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
SettingStatustoReadyorNotReady....................29
Viewing,Sharing,orPushingData......................30
Monitoring...........................................31
ChoosingWorkgroupstoMonitor.......................32
ViewingtheCallHistory..............................34
ViewingWorkgroupStatistics..........................35
ViewingQueues.....................................36
PickUpCallsfromQueue.............................37
ViewingtheSpeedDialList ...........................37
Using ActiveX Control with Third Party Applications . . . . . . . . . 37
CHAPTER 4
ConfiguringYourStationSettings ....................39
ApplyButtonandOKButton...........................39
Default Trunk Access. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
VoiceMailPlayOptions..............................41
ScreenPop,AudioBeep,andAutoClose.................41
Accessing Databases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
ColorSelection......................................42
ReleaseIPTrunkLinkTie.............................42
CallHandling.........................................47
MessageNotification...................................49
VMGroups(DistributionLists).........................51

AltiAgent Manual iii
Accessing Voice Mail Group Lists. . . . . . . . . . . . . . . . . . . . . . . 51
AddingorEditingStationSpeedEntries..................54
SystemSpeedDialing.................................55
Index...............................................57

iv AltiAgent Manual

AltiAgent Manual iii
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:

iv AltiAgent Manual
1. Take or ship the product (shipment 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 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. 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. For additional information contact your AltiGen Dealer or AltiGen Communications, Inc.
via e-mail at [e-mail].
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 softwareonto a shared network file
serverand copying the softwareto each desktop PC. Alternatively, you can
use the AltiAgent CD ROM to install the program on each desktop.
Installation
The following items are included in the AltiAgent 5.0 package:
• AltiAgent 5.0 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
5.0 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
• Windows 98 (or higher), or Windows 2000, or Windows NT 4.0 or
higher, Server or Workstation.

2AltiAgent Manual
• 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 5.0 running on a server accessible
to this client.
Session Licensing and License Upgrade
Procedures
AltiAgent Session License
The AltiAgent Session license enables a per concurrent session of
AltiAgent. Up to 144 concurrent AltiAgent sessions are supported.
Upgrading Licenses
To increase the number of simultaneous AltiAgent sessions, refer to the
license activation and registration procedures in Chapter 2 - Software
Installation of the AltiWare OE/ACC System Installation and
Administration Manual or AltiContact Manager Administration Manual.
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.
New in Version 5.0
• Viewing of workgroup call priority
• Extension password protection
• Picking calls from group queue
• Workgroup CDR/RTM revamping
• Microsoft Gold Certification
• Release IP Trunk Link Tie option added to configuration
• Automatic version upgrade during startup

AltiAgent Manual 3
Installation
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.
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 5.0 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.

4AltiAgent Manual
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 5.0 program and ALL OTHER 5.0 client applications
(including AltiView, AltiSupervisor, AltiConsole and CDR Search
5.0).
2. Reboot your system.
3. Go to “<local drive>:Program Files\AltiGen\Shared Files\”and
remove AlpInterface.dll.
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 4.6 software.
MicrosoftOutlookandOutlookExpressSupport
AltiAgent supports Microsoft Outlook 97, 98, and 2000,2003, and Outlook
Express5.0,allowingyouto obtainphonenumbersto dialfroma Microsoft
Contact list. AltiAgent also lets you see the incoming calls that have a
matching record in the Contact list.
AltiAgent requires that you to setup the Outlook Contacts list prior to using
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! 2000 and GoldMine® 5.0/5.5 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.

AltiAgent Manual 5
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
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
InternetService Provider. If you’re usinga low-speed connection, the login
may takesome time as a large amountof data is transferred to your desktop.
To log in:
1. Run the AltiAgent application and, if this is the first login to this
AltiWare/AltiContactManager system,enterthe server’sIP addressor

6AltiAgent 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. (Optional) IP Extension Integrated with Netmeeting option (grayed
out if your extension is not set up as an IP extension.)
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 check box and set the dropdown list to
NetMeeting.
To do this, your extension must be set up as an IP extension by your
system administrator and youmust have Microsoft NetMeeting 3.01 or
higher installed on your desktop.
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 7
Getting Started
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 or you
can use Microsoft NetMeeting version 3.01.
Consult your system administrator or authorized AltiGen dealer for details
on obtaining and using any of these options. The NetMeeting 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.
3. (NetMeeting users only) Select the IP Extension Integrated with
NetMeeting.
4. Click OK.
IP Extensions Using Microsoft NetMeeting 3.01
To use NetMeeting 3.01 as an IP extension, you need the following:
•A sound card.
•A Plantronics LS1 headset connected to the sound card. A
microphone and speakers should not be used since the speaker'soutput
would be fed back to the microphone and cause severe echoes.

8AltiAgent Manual
•NetMeeting 3.01, which is automatically installed with Windows
2000. You can check your system to see if NetMeeting is installed by
looking under Programs>Accessories>Communication from the
Windows Start button. If not, it is available for download from the
Microsoft website at http://www.microsoft.com/windows/netmeeting/
download/default.asp.
•Additionalsystemrequirementsas listedon the Microsoft website at
http://www.microsoft.com/windows/NetMeeting/
SystemRequirements/default.ASP.
Note: If you run two instances of AltiAgent—one for desktop use
integrated with NetMeeting and one as a workgroup agent—be
sure tolaunchtheAltiAgent instancefirst,and thedesktop instance
second; otherwise, the NetMeeting launch will fail.
Note also that AltiWare/AltiContact Manager uses conferencing
features that require the same data channels as NetMeeting. If
NetMeeting is running, you will see a prompt reminding you to
close the program.
In addition, processor-intensive applications will affect voice
quality.
To make and receive calls using NetMeeting:
• 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.

AltiAgent Manual 9
Getting Started
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.
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 41.
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.

10 AltiAgent Manual
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
•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

AltiAgent Manual 11
Getting Started
Figure 2. Status Field - AltiAgent main window
Error Messages
The following errors may be displayed as login or connectivity errors.
Error Message Description Solution
AltiWare connection
limit has been exceeded. No AltiAgent was found OR more than allowed
number of AltiAgent users
have attempted to log on.
Maintain the number of AltiAgent
license keys or add additional ses-
sion licensing.
Cannot connect to
AltiLink. Please check
server name or network
connection.
Youarenotconnectedto
AltiWare. Check the server field (IP address or DNS name) by:
1. Pinging the network server
address OR
2. Try using the IP address of Alti-
Ware (if using the DNS name in
the server field).

12 AltiAgent Manual
Cannot access voice mail
list while mail box in use. Mailboxisinusebythe AltiGen Voice Mail Sys-
tem and is temporarily
unavailable.
Wait a while, then try again.
Mail service is unavail-
able. Please check with
your administrator.
Voice mail service is not
enabled on AltiWare. Make sure voice mail service is started.
NetMeeting is already
used by another applica-
tion, so you cannot
enable IP Extension Inte-
grated with NetMeeting.
Check for conf.exe in your com-
puter’s memory. If it’s there, ter-
minate it. Then retry logging in
with the IP extension option.
Please register AlpInter-
face.dll (regsver32
AlpInterface.dll).
AltiAgent uses this dll to
communicate with Alti-
Ware. It should be regis-
teredinusersystem.
Re-register this file. Type in DOS
command window, regsver32
AlpInterface.dll
Change directory to AltiAgent
directory, type regsver32
AlpInterface.dll
You have entered an
invalid password. Please
try again.
The password and confir-
mation box entries do not
match.
Make sure you are entering the
password correctly in both boxes.
YouneedtoinstallNet-
Meetingtouse“IP
Extension integratedwith
NetMeeting.”
Youtriedtologinwith
the IP extension option
without an installed ver-
sion of NetMeeting.
Install NetMeeting 3.01 or higher
from Microsoft’s web or FTP sites.
Cannot use “IP Extension
integrated with Netmeet-
ing.”
Youtriedtologinwith
the IP extension option
without an installed ver-
sion of NetMeeting.
Confirm that your extension is set
up as an IP extension and that
Microsoft NetMeeting 3.01 or
higher installed on your desktop
This version is not com-
patible with the version
of AltiWare that is run-
ning. This can lead to
inconsistent or no func-
tionality. Please install
thecorrectversionbefore
proceeding.
The installed version of
AltiAgent is outdated
from AltiWare release.
Upgrade AltiAgent to version 5.0
(install matching version of Alti-
Agent).
Error Message Description Solution