Altigen AltiAgent User manual

AltiAgent™
for AltiWare ACC Release 5.2
and AltiWare ACM Release 5.2
Manual
2/2008 4503-0001-5.2

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, 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.
Copyright © AltiGen Communications, Inc. 2008. All rights reserved.
Part Number 4503-0001-5.2

AltiAgent Manual i
Contents
Contents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . i
Warranty . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .v
CHAPTER 1
About AltiAgent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1
New in Release 5.2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
New in Previous Release, 5.1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Microsoft Outlook and Outlook Express Support . . . . . . . . . . . . . . 2
ACT!/GoldMine® Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
Licensing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
CHAPTER 2
Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5
Pre-Installation Checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Installing AltiAgent on a Client System . . . . . . . . . . . . . . . . . . . . . 5
Uninstalling AltiAgent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Automatic Upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Downgrade Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
CHAPTER 3
Getting Started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9
Logging In . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Workgroup Login . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Logging Out or Changing Workgroups . . . . . . . . . . . . . . . . . . . . . 11
Version Mismatch Dialog Box . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Reconnecting to AltiAgent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Logging In Remotely . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
IP Extensions Using IP Talk. . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Troubleshooting IP Connectivity . . . . . . . . . . . . . . . . . . . . . . . . 13
Exiting and Minimizing AltiAgent . . . . . . . . . . . . . . . . . . . . . . . . 13

ii AltiAgent Manual
Using the Windows Tray Phone Icon . . . . . . . . . . . . . . . . . . . . 13
Resizing the Display. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
CHAPTER 4
Using AltiAgent as a Workgroup Agent . . . . . . . . . . . . . . . .17
Dialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Placing Calls on Hold. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Using Call Waiting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Transferring Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Conference Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Station Conferencing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
MeetMe Conference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Working in the MeetMe Conference Window. . . . . . . . . . . . . . 32
Creating a Meeting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
E-mailing a Meeting Invitation . . . . . . . . . . . . . . . . . . . . . . . . . 37
Starting and Stopping a Meeting . . . . . . . . . . . . . . . . . . . . . . . . 38
What the MeetMe Conference Host Can Do . . . . . . . . . . . . . . . 38
Continuing a Meeting Beyond Its Duration Time . . . . . . . . . . . 38
Joining a MeetMe Conference . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Recording Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Recording on Demand . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Using Account Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Listening to Your Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . 43
Saving Remotely or Locally. . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
Deleting a Message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
Returning the Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
Attaching a Note. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
Forwarding Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Working with Voice Mail Groups (Distribution Lists) . . . . . . . 46
Setting Status to Ready or Not Ready . . . . . . . . . . . . . . . . . . . . . . 46
Viewing, Sharing, or Pushing Data . . . . . . . . . . . . . . . . . . . . . . . . 46
Viewing Caller Data. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Sharing or Sending a URL or Page . . . . . . . . . . . . . . . . . . . . . . 48
Monitoring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
Choosing Workgroups to Monitor . . . . . . . . . . . . . . . . . . . . . . . 49
Reading the Monitor List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

AltiAgent Manual iii
Calling or Picking Up Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
Viewing the Call History . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
Viewing Workgroup Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . 52
Viewing Queues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
Pick Up Calls from Queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
Using ActiveX Control with Third Party Applications . . . . . . . . . 55
CHAPTER 5
Configuring Your Station Settings . . . . . . . . . . . . . . . . . . . .57
Default Trunk Access. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Voice Mail Play Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
IPTalk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
Screen Pop, Audio Beep, and Auto Close . . . . . . . . . . . . . . . . . 59
Accessing Databases. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
Color Selection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Miscellaneous. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Advanced Options for Web-based and Workgroup Calls . . . . . 61
One Number Access (ONA) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
Before You Set Up ONA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
Setting Up One Number Access. . . . . . . . . . . . . . . . . . . . . . . . . 63
Call Handling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
Voice Mail Groups (Distribution Lists) . . . . . . . . . . . . . . . . . . . 69
Working on Voice Mail Group Lists . . . . . . . . . . . . . . . . . . . . . 70
Station Speed Dialing Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
System Speed Dial Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
Index. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .75

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 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.
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.
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
About AltiAgent
AltiAgent is a Windows desktop application designed to improve the
performance of workgroup and call center agents in an AltiWare
AltiContact Center (ACC) or AltiContact Manager (ACM) environment.
AltiAgent allows workgroup agents to manage workgroup calls from their
computers. It allows direct access to call handling and other functions,
including the following:
• Viewing caller data (for example, IP address, account number, credit
card number, name, and so on) sent with an incoming call.
• Pushing or sending a URL or web page to a web-based call.
• Viewing and printing workgroup call data.
With AltiAgent, you can monitor workgroup-related statistics, workgroup
call pickup, and member login/logout. In addition, AltiAgent integrates
with Microsoft Outlook and Outlook Express, ACT!, and GoldMine® for
caller screen pops and dialing out from these applications.
Call information can be stored to an internal or external CDR database for
future review and analysis.
New in Release 5.2
Displays a Global Extension's BLF state, extension status, and activity.
New in Previous Release, 5.1
• MeetMe Conference scheduling, monitoring, and control.
• Dial Pad and Flash key.
• Ability to manage Activity greetings.
• Ability to transfer or conference by clicking on an entry on the Speed
Dial tab or Monitor tab.
• User receives indication when calls are in workgroup queue.
• User has the ability to monitor the workgroup voice mail box.

2AltiAgent Manual
• A workgroup voice mail indicator alerts the agent.
• The AltiAgent Queue Monitor includes a DNIS field.
• When the user clicks Delete All on the Call History tab, confirmation
is required.
• A red light blinks when Not Ready is displayed.
• IPTalk user can specify a different ring device when away from the
desk (for example, the PC speakers instead of the headset system) so
that the ring can be heard.
MicrosoftOutlookandOutlookExpressSupport
AltiAgent 5.2 supports Microsoft Outlook 2003 and 2007, and Outlook
Express5.0,allowing you to obtainphone numbers to dial froma Microsoft
Outlook Contact list. AltiAgent also lets you see the incoming calls that
have a matching record in the Contact list.
You must set up the Outlook Contacts list prior to using this feature.
A Country Code field can be configured (in the Configuration window,
General Info tab) by the local user to help convert standard international
phone numbers in Outlook to correct digit strings for AltiWare.
ACT!/GoldMine® Support
AltiAgent 5.2 supports ACT! 2005, 2006, and 2007 and GoldMine® 6.0,
6.5, and 6.7 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.
Licensing
AltiAgent requires an AltiAgent session license to be installed at the
AltiWare ACC/ACM system. A concurrent login session is governed by
the AltiAgent session license.
A system administrator can verify the licenses in AltiWare Admin by
selecting About AltiWare or About ACC/ACM Admin on the Help
menu, then clicking the License Information button, which opens a
window that displays licenses and session information.

AltiAgent Manual 3
Installation
The IPTalk feature requires the purchase, registration and activation of the
IPTalk License.

4AltiAgent Manual

AltiAgent Manual 5
Installation
C HAPTER 2
Installation
The client system must meet the following minimum requirements.
• IBM/PC AT compatible system
• 1GHz CPU or above
• Windows XP Professional or Windows Vista Business Edition
• 250 MB available hard drive disk space
• 256 MB RAM
• SVGA monitor (800 x 600) with 256 color display, or better
• Keyboard and mouse
• AltiWare ACC/ACM 5.2 running on a server accessible to this client.
Pre-Installation Checklist
Before installing AltiAgent, make sure the following is done:
• AltiWare ACC 5.2 or AltiWare ACM 5.2 has been installed on the
system server.
• TCP/IP is enabled on both machines.
• The client is able to connect to the server on the network.
• The person installing AltiAgent has local administrator rights on the
client PC.
• The AltiAgent License Key has been installed and activated on the
system server.
Installing AltiAgent on a Client System
When the above items are done, follow these steps on the client machine:
1. Exit all Windows applications.
2. Insert the AltiWare 5.2 Clients CD into the CD ROM drive..

6AltiAgent Manual
3. Open the AltiAgent folder, and run the Setup program in that folder,
following the step-by-step installation instructions as they appear on
the screen.
Alternatively, if your system administrator has loaded AltiAgent on a
shared network server, you can copy the files in the AltiAgent folder to
your desktop PC, and run the AltiAgent Setup program.
Uninstalling AltiAgent
1. From the Windows Start menu, select Control Panel > Add/Remove
Programs > AltiAgent 5.2 to uninstall AltiAgent.
2. Click Remove, and respond to any additional prompts.
Automatic Upgrade
Each time you start up AltiAgent, a comparison is made with the version of
AltiWare ACC/ACM that is running on the server. If updates were made
on the server, and your version of AltiAgent is out-of-date, you are
prompted for upgrade permission. If you automatically upgrade, the
AltiAgent startup 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 automatic upgrade. Also, automatic
upgrade over the Internet requires the sending of 15 MB files over
the WAN, so it may take some time to perform the automatic
update.
Downgrade Procedure
1. Go to Control Panel > Add/Remove Programs and remove the
AltiAgent 5.2 program and ALL OTHER 5.2 client applications
(including AltiView, AltiSupervisor, AltiConsole and CDR Search
5.2).
2. Reboot your system.
3. Go to <local drive>:Program Files\AltiGen\Shared
Files and remove AlpInterface.dll.

AltiAgent Manual 7
Installation
Note: The AlpInterface might be located under
\WinNT\System32\, \Windows\System32\ or some
other location. Use the SearchforFilesandFoldersfeature to
locate and remove all AlpInterface.dll files from the system.
4. Install the AltiAgent 5.0A or 5.1 software, as appropriate.

8AltiAgent Manual

AltiAgent Manual 9
Getting Started
C HAPTER 3
Getting Started
Start AltiAgent from the Microsoft Windows Start menu, by choosing
Start > All Programs > AltiClient > AltiAgent
Note: For users running Windows XP SP2, a firewall protection Security
Alert may pop up when opening the login window. If this happens,
click Yes to allow AltiAgent to run.
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 using a low-speed connection, the login
may take some time, since a large amount of data is transferred to your
desktop.
Logging In
1. If this is your first login to this AltiWare ACC/ACM system, enter the
system server’s IP address or the name of the system server you will
be using. To obtain the server name or IP address, ask your IT
administrator.
(Subsequently, when you log in, you’ll see the IP address in the Server
Name field.)
2. Enter your Extension number and Password assigned to your phone.

10 AltiAgent Manual
If you want to store your login password and have it entered
automatically the next time you log in to AltiAgent, check the Always
save password check box.
Note: Up to eight unsuccessful login attempts are allowed, after
which login will be disabled for from 1 to 24 hours (depending
on the duration set by your system administrator).
3. If your extension is an IP extension and you will be using a headset,
check the IP Extension Integrated with IPTalk option.
(Even if you do not have an IP phone, as long as your extension is set
up as an IP extension by your system administrator, you can select the
IP Extension Integrated with IPTalk check box.)
See “Logging In Remotely” on page 12 for more information on using
IP extensions remotely.
4. Click OK.
Workgroup Login
After you complete your initial login, a Group Login dialog box appears.
Select the workgroup or workgroups you want to log in to, then click OK.
You can log in to eight workgroups simultaneously.
Note: If you are set up to change your Outbound Workgroup, you can
select another extension from the drop-down list.

AltiAgent Manual 11
Getting Started
Logging Out or Changing Workgroups
After you’ve logged in, you can log out or change the workgroups you’re
logged in to as follows:
1. Click the Login/Logout button in the main window to open the Group
Login window.
2. To log out or change workgroups, deselect the check box(es) next to
the workgroup(s) you’re logging out from.
3. If Logout Reason Codes are required in your system, select one in the
drop-down list.
4. If you want to log in to other workgroups, select their check boxes.
5. Click OK.
Version Mismatch Dialog Box
If your version of AltiAgent doesn’t match the version of AltiWare on the
system server, you are prompted for upgrade permission when you try to
log in. If you allow upgrade at this time, the AltiAgent startup is terminated
and a software upgrade session is started. Restart AltiAgent to run the
newer version. (See “Automatic Upgrade” on page 6 for more details.)
Reconnecting to AltiAgent
When a connection with the phone server is broken, a message box pops up
asking if you want to connect again. Clicking Yes will restore the
connection without you having to go through the log-in process again.

12 AltiAgent Manual
Logging In Remotely
You can use AltiAgent from a remote location if
• AltiAgent is installed on your remote computer
• Your extension is configured as an IP or mobile extension by your
system administrator
• You have an AltiGen-certified IP phone or are using IPTalk
Consult your system administrator or authorized AltiGen dealer for details
on obtaining this equipment.
All the call handling functions are the same as when you log in locally. You
can pick up voice mail, forward local business office phone calls to another
site such as a home desktop PC, and even receive phone calls as you would
at the office.
To log in from a remote location
1. If you connect to the Internet through a modem connection, establish
a connection to your internet service provider (ISP).
2. Log in using your Extension and Password as usual.
3. If you will be using a headset plugged into your PC, select the IP
Extension Integrated with IPTalk check box.
4. Click OK.
IP Extensions Using IP Talk
To use IPTalk, you need an AltiGen-certified USB headset system (your
phone system administrator or AltiGen dealer can recommend headsets).
Important: You can run only one instance of AltiAgent with IPTalk per
system.
To make and receive calls using IPTalk
1. Connect your headset to your PC.
2. Use the AltiAgent dialing and call accepting functions as usual to
make and receive calls.