Altigen AltiConsole 4.5 User manual

Shaping the Future of Converged Communications
AltiConsole
TM
4.5
0
1-4.5
www.altigen.com
Voice
Internet
Data
User Guide

AltiConsole™
for AltiWare Open Edition (OE) Release 4.5
Manual
Revised 02/2002 4502-0001-4.5

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.
47427 Fremont Blvd.
Fremont, CA 94538
Telephone: [phone]
Fax: [phone]
E-mail: [email protected]
Web site: www.altigen.com
TRADEMARKS
AltiGen, AltiServ, AltiWare, AltiSpan, AltiReach, AltiLink, AltiConsole,
AltiAdmin, 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. 1998-2000. All rights
reserved.
Printed in U.S.A. 02/2002 4502-0001-4.5

AltiConsole 4.5 Manual iii
Contents
Warranty..........................................v
BeforeYouBegin ...................................1
About AltiConsole . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
NewinVersion4.5....................................1
PackageContents.....................................2
SystemRequirements..................................2
Before Installing AltiConsole . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Installing AltiConsole . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
GettingStarted .....................................5
LoggingIn ..........................................5
About the AltiConsole Main Window . . . . . . . . . . . . . . . . . . . . . . . 7
BusyLampFieldView(BLFtab) .........................10
AllExtensionsView(ALLtab)...........................10
TrunkStatusView(Trunktab) ...........................11
SpeedDialView(SPEEDtab)............................11
CallStates............................................12
KeyboardShortcuts ....................................13
MouseShortcuts.......................................14
HandlingCalls ....................................15
AGeneralProcedure ...................................15
HandsFreeHandling ...................................15
Dialing ..............................................16
AnsweringCalls.......................................16
HoldandHoldPending .................................17
TransferringCalls .....................................18
BlindTransfer.......................................19
SupervisedTransfer..................................19
TransfertoAutoAttendant.............................20
TransfertoVoiceMail................................20
SystemCallPark ......................................21

AltiConsole 4.5 Manual iv
ConferenceCalls ......................................22
OverheadPaging ....................................22
ConfiguringAltiConsoleSettings .....................25
Setting AltiConsole Behavior, Overhead Paging, and Auto Attendant
25
ViewingYourServer,Extension,andTenantID .............26
SettingSpeedCallListEntries ...........................27
WorkgroupSetup......................................29
Index.............................................33

AltiConsole 4.5 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.

vi AltiConsole 4.5 Manual
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:
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, available from the AltiGen website at http://www.altigen.com/
partner/product.htm, to 510-252-9738, attention to Customer Service.
AltiGen reserves theright to refuse return ofany materialthat does nothave
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.
47427 Fremont Blvd.
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 s[email protected].

AltiConsole 4.5 Manual vii
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.

viii AltiConsole 4.5 Manual

AltiConsole 4.5 Manual 1
C HAPTER 1
Before You Begin
About AltiConsole
AltiConsole 4.5 is an attendant console application for a client system or
personal computer running Microsoft Windows 98/2000 or Windows NT
(Server or Workstation) 4.0 with Service Pack 6a (or higher).
It connects to AltiGen’s AltiServ, the telephony server, running AltiWare
OE Release 4.5 or higher. AltiConsole can simultaneously support up to
ten operators on the same AltiServ system. However, you must purchase
the AltiConsole software license for desired number of sessions to support.
AltiConsole provides the following call handling functions:
• Placing and Answering Calls
• Placing Calls on Hold
• Transferring Calls (Blind and Supervised Transfers)
• Transferring Calls to Voice Mail
• Transferring Calls to Auto Attendant
• Conference Calls (with up to six total parties)
• Parking Calls
• Accessing Overhead Paging (if available on your system)
• Viewing of Call Status of users on the system (busy,idle,DND,etc.)
New in Version 4.5
• A message waiting indicator appears in the lower right corner of the
AlitConsole main window when new messages are waiting.
• A workgroup call queue is displayed in the main window when you on
belong to a workgroup.
• Do not disturb (DND) extensions are indicated with a dark icon in the
busy lamp field (BLF) view.
• Call to queue beep tone

AltiConsole 4.5 Manual 2
• View of trunk status.
• Upto10(ten)simultaneousAltiConsoleoperatorscanbesupportedon
the same AltiServ system; previously limited to 3.
Functional Changes
In addition to new features, some existing functions have changed in
response to user needs and requests.
• Multi-Tenant Independence - only the extensions with the same tenant
ID will show on the Extension View.
• The Setup windows, where you can set AltiConsole behavior and other
settings, have been improved.
Package Contents
The following items are included in the AltiConsole package:
• AltiConsole 4.5 Manual
• AltiConsole End User License Agreement
Make sure you have all items listed above. If anything is missing or
damaged, please contact your Authorized AltiGen Dealer.
System Requirements
The client system must meet the following minimum requirements:
• Windows 98/2000 or Windows NT 4.0 (Server or Workstation) with
Service Pack 6a (or higher) installed.
• Intel 166 MHz or faster Pentium
• 30 MB available hard disk drive space
•64MBDRAM

AltiConsole 4.5 Manual 3
Before Installing AltiConsole
• AltiWare OE Release 4.5 or higher must be installed on the AltiServ
system to which the AltiConsole client will connect.
• The system administrator must configure the extension to enable
Multiple Call Waiting as an Answering option, as well as configuring
the extension’s Busy Call Handling and No Answer Handling as
desired.
• The client system should be connected to the AltiServ system over the
LAN.
• Ensure AltiConsole License Key has been enabled.
Installing AltiConsole
1. Insert the AltiConsole CD into the CD-ROM drive.
2. Run the Setupprogram and follow the installation instructions as they
appear on the screen.

AltiConsole 4.5 Manual 4

AltiConsole 4.5 Manual 5
C HAPTER 2
Getting Started
In order to run AltiConsole, the AltiServ server must be up and running.
While AltiServ is running, the data you see in your AltiConsole windows
is refreshed and updated. If AltiServ is stopped in the middle of an
AltiConsole session, you will be prompted to close your session.
Logging In
When you log in, you are prompted for the following information:
Figure 1. Logging in
•AltiWare Server Name - the IP address or name of your server
•Extension Number - your extension number.
•Extension password - your extension password.
•Save password - remembers your password for the next time you log
in.
•Monitor workgroup call queue - lets you see calls in a workgroup’s
queue. See “Monitoring a Workgroup Call Queue” on page 6.

AltiConsole 4.5 Manual 6
Note: YourlogoninfoforthecurrentsessionisalsoshownintheLogon
Info tab of theSetup dialog. See “Viewing Your Server, Extension,
and Tenant ID” on page 26.
If you have trouble, check with your system administrator to be
sure you are using a physical extension.
Monitoring a Workgroup Call Queue
AltiConsole provides the capability to see a workgroup’s call queue.
During your session, you will be able to see all calls queued up for your
workgroup, along with waiting times.
To monitor your workgroup’s call queue:
• Select Monitor workgroup call queue in the login dialog box.
You can nowmonitorqueues for every workgroup you belong to. Formore
information on monitoring workgroup call queues, see the description
under “About the AltiConsole Main Window” on page 7.
Other AltiServ Settings Apply to AltiConsole
If you have configured your extension settings by way of other AltiServ
applications such as AltiView, those settings apply when you run
AltiConsole on your extension. For example, if you enable Hands Free
Manual Answer Mode by pressing #82 or #81on your telephone keypad,
which allows you to answer calls leaving your phone off hook, that setting
is active when you use AltiConsole.
The Hands Free Manual Answer Mode is one setting you’ll probably want
to use in a busy environment. See “Hands Free Handling” on page 15.

AltiConsole 4.5 Manual 7
About the AltiConsole Main Window
When you run AltiConsole, you see the main window.
An example is shown here:
Figure 2. AltiConsole main window
The main window is composed of the following displays and buttons:
•TheTitle bar displays your extension number.

AltiConsole 4.5 Manual 8
•TheInfo line at the bottom left displays information on the current
action or about errors.
•Amessage waiting indicator (red circle) appears at the bottom right
when a new message is waiting.
•TheActive Calls panel shows the status and information about
currently connected calls, including caller ID and DNIS information if
available.
If your system administrator has enabled multiple call waiting for your
extension, this panel can hold up to 50 concurrent calls.
Note: The call states shown in the status column in the Active Calls
and other views are described on “Call States” on page 12.
•TheParked Calls panel shows for whom the call is parked, who
parked it, and the call park ID, a unique number assigned to each
parked call that allows the user to pick up the right call.
•TheDial Pad provides answering and dialing functions. The Dial Pad
is disabled when it is not available, for example, when you’re
connected to a call and haven’t taken some action place it on hold.
The Roll Back button, unique to AltiConsole, has a “cancel and
return” function. For example, clicking it will drop a Supervised
Transfer or Conference Call attempt, and reconnect the original call.
•TheCall Handling buttons provide options such as conferencing,
transferring, hold, and park.
•TheSetup button accesses the AltiConsole Setup windows, and the
Help button gets online help.

AltiConsole 4.5 Manual 9
• The right portion of the AltiConsole desktop shows a detailed view of
different activities, each represented by a tab. These views are
described in the subsequent sections.
If AltiConsole is logged on with the Monitor workgroup call queue
option selected, it will also show a workgroup waiting call queue in
the lower right pane.
Workgroup call queue
Figure 3. Right portion of AltiConsole main window with Workgroup call queue
Note: You cannot pick up calls from the queue, but you can park your
current call to accept the first available call in the workgroup’s
queue. If you are a member of multiple workgroups, you can also
specifywhichworkgroupstomonitor.Fordetails,see“Workgroup
Setup” on page 29.

AltiConsole 4.5 Manual 10
Busy Lamp Field View (BLF tab)
The panel at the right of the main window contains four tabs. The first tab
is BLF, or Busy Lamp Field. This display lists only physical extensions
on the AltiServ system.
You can sort by any of the columns by clicking the column heading.
Clicking the heading repeatedly reverses the sort order from descending to
ascending and vice versa.
Besides the extension and name of the extension user, this list displays the
status of calls, which are described on “Call States” on page 12.
Further, at the left of each extension is a colored dot:
• A solid black dot means the extension is in a Do Not Disturb state.
• A solid green dot means the extension is Idle.
• A solid red dot means the extension is busy—off-hook, ringing, or on
hold.
• A headset icon means indicates the extension to which you are logged
on.
All Extensions View (ALL tab)
The second tab in the panel at the right is ALL.
This panel view displays all extensions—physical, virtual, and workgroup
pilots—in the AltiServ system.
In addition to the columns thatare the same as that of the BLFtabdescribed
in the preceding subsection, an Extension column displays the type of
extension: Physical, Virtual, or Workgroup.
Also, the status column shows a black circle next to the extension number
for workgroup pilot and virtual extensions.
Further, in this view, a phoneset appears in place of a dot to indicate your
extension.
As with the BLF view, you can sort by any of the columns by clicking the
column heading. Clicking the heading repeatedly reverses the sort order
from descending to ascending and vice versa.

AltiConsole 4.5 Manual 11
Trunk Status View (Trunk tab)
The third tab in the panel at the right is the Trunk tab.
The Trunk view displays Location and Status.Thelocation identifies the
card ID and port (channel) number on the board. For example, in location
00:05, the card ID is 0 and the port number is 5.
The Status column states are described on “Call States” on page 12.
The dots at the left have the following meanings:
• A black circle means not ready.
• A solid green dot means idle.
• A solid red dot means the line is in use, off hook for some reason such
as on hold, or in an error condition.
Speed Dial View (SPEED tab)
The last tab in the panel at the right is the Speed tab.
The Speed Dial view displays a list you can set up for speed dialing and
speed transfers. It is similar to, but more functional than, the system or
station speed dialing lists in AltiServ.
You can set up your Speed Dial list as described on “Setting Speed Call List
Entries” on page 27.
The columns information is the same as that in the BLF and ALL views
above, but there is an additional dot indicator: a solid blue dot represents an
outside line.
As with the BLF or All view, you can sort by any of the columns by
clicking the column heading. Clicking the heading repeatedly reverses the
sort order from descending to ascending and vice versa.