Altigen AltiConsole User manual

AltiConsole™
for AltiWare Open Edition (OE) Release 4.0
User Guide
Revised 09/2000 4502-0001-4.0

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 practiceswithin 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: [e-mail]
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. 09/2000 4502-0001-4.0

Table of Contents
AltiConsole User Guide iii
Contents
Warranty . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . v
Before You Begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
About AltiConsole . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
New in Version 4.0. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Package Contents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
System Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
Before You Install AltiConsole. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Installing AltiConsole . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Getting Started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Other AltiServ Settings Apply to AltiConsole . . . . . . . . . . . . . . . 4
About the AltiConsole Main Window . . . . . . . . . . . . . . . . . . . . . . . 5
Busy Lamp Field View (BLF tab) . . . . . . . . . . . . . . . . . . . . . . . . . . 7
All Extensions View (ALL tab) . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Trunk Status View (Trunk tab) . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Speed Dial View (SPEED tab) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Call States . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Keyboard Shortcuts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Mouse Shortcuts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Handling Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
A General Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Hands Free Handling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Dialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Answering Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Answering Calls without Using the Phone Hand Set. . . . . . . . . 13
Answering Calls when You’re Already Connected . . . . . . . . . . 13
Answering Calls to Other Extensions. . . . . . . . . . . . . . . . . . . . . 14
Hanging-Up . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Hold and Hold Pending . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Transferring Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Blind Transfer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Supervised Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Table of Contents
iv AltiConsole User Guide
Transfer to Auto Attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Transfer to Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
System Call Park . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Conference Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Overhead Paging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Configuring AltiConsole Settings . . . . . . . . . . . . . . . . . . . . . . . 21
Setting Your Extension Number . . . . . . . . . . . . . . . . . . . . . . . . 21
Setting the Auto Attendant Number. . . . . . . . . . . . . . . . . . . . . . 21
Setting AltiConsole Behavior and Overhead Paging. . . . . . . . . 21
Setting Speed Call List Entries. . . . . . . . . . . . . . . . . . . . . . . . . . 22
Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Warranty
AltiConsole User Guide v
AltiView
Warranty
Coverage
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.
Length of Warranty
All AltiGen Communications products are warranted for one (1) year for
all parts from the date of the first consumer purchase.
Who the Warranty Protects
This warranty is valid only for the first consumer purchaser.
What the Warranty Does Not Cover
1. Anyproducton which the serial number has beendefaced, 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.
i. Removal, installation, and set-up service charges.

Warranty
vi AltiConsole User Guide
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, 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 (See the Technical Support appendix in the AltiWare
System Administrators’ Manual) 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. Please see the example below:
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 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. directly at 1-888-ALTIGEN (258-4436) or via
e-mail at [e-mail].
Limitation of Liability
Except for personal injury, direct damages to tangible personal property
proximately caused by AltiGen products and liability otherwise expressly
assumed in a written agreementsigned by AltiGen, the liability of AltiGen,
its affiliates, suppliers, and authorized resellers for any claims, losses,
damages, or expenses from any cause whatsoever (including acts of

Warranty
AltiConsole User Guide vii
AltiView
omission of third parties), regardless of the form of action, whether in
contract, tort or otherwise, shallnot exceed an amount equal to the lesser of
the direct damages proven or the purchase price of the product. In no event
shall AltiGen or its affiliates, suppliers, or authorized resellers be liable for
incidental, consequential or any other indirect loss or damage (including
lost profits or revenues) incurred in connection with the product. This
limitation of liability shall survive failure of the exclusive remedy set forth
in the limited warranty above.
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.

Warranty
viii AltiConsole User Guide

About AltiConsole
AltiConsole User Guide 1
Before You Begin
About AltiConsole
AltiConsole is an attendant console application for a client system or
personal computer running Microsoft Windows 95/98/2000 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 4.0 or higher. AltiConsole can simultaneously support up to
three operators on the same AltiServ system. However, you must purchase
a user license for each user.
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 that is available on your system
New in Version 4.0
• Incoming calls are displayed with the user name associated with
DNIS/DID numbers, if the numbers are assigned. If there is no name
assigned, the number itself is displayed.
• A trunk view displays the status of trunk lines, telling which are in use
and by whom.
• Extension status views are updated for users logging on or off in real
time and automatically.
• The Parked Calls list displays the name of the person who parked the
call and the duration of the call park.
• Overhead paging can use a trunk line, if it’s available and configured.

Before You Begin
2AltiConsole User Guide
Functional Changes
In addition to new features, some existing functions have changed in
response to user needs and requests.
•TheHang Up button can only disconnect calls on your extension.
• Call handling functions now operate on a currently connected call
only, withthe exceptionthat Overhead Paging simply requires thatyou
have a dial tone.
• When there is a Ringing status, you can now pick up both Ringing and
Hold calls.
• The user’s extension must be off hook to place a call.
Package Contents
The following items are included in the AltiConsole package:
• AltiConsole 4.0 CD ROM
• AltiConsole 4.0 User Guide
• 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 95/98/2000 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
• 64 MB DRAM

Before You Install AltiConsole
AltiConsole User Guide 3
Before You Install AltiConsole
• AltiWare OE Release 4.0 or higher must be installed on the AltiServ
system to which the AltiConsole client will connect.
• In AltiAdmin, the user’s extension should be configured to enable
Multiple Call Waiting as an Answering option. Also, configure the
extension’s Busy Call Handling and No Answer Handling.
• The client system should be connected to the AltiServ system over the
LAN.
Installing AltiConsole
1. Insert the AltiConsole CD into the CD-ROM drive.
2. Run the Setup program and follow the installation instructions as they
appear on the screen.

Getting Started
4AltiConsole User Guide
Getting Started
In order to run AltiConsole, 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.
First Time Login
Thereis no formal loginand password necessary in AltiConsole. However,
the first time you run the application, you need to let AltiConsole know
who you are:
1. Click the Setup button in the main window to open the Setup window.
2. In the Attendant Extension # box in the AltiConsole Setup tab
window, enter your extension number.
3. Click OK.
The next time you run AltiConsole, it remembers whatever your extension
setting was when you last exited.
Other AltiServ Settings Apply to AltiConsole
If you have configured your extension settings by way of other AltiServ
interfaces, those settings apply when you run AltiConsole on your
extension. For example, if you enable Hands Free Manual Answer Mode
by pressing #82 on 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 the discussion on page 12.

About the AltiConsole Main Window
AltiConsole User Guide 5
About the AltiConsole Main Window
When you run AltiConsole,you seethemain window,an example ofwhich
is shown here.
Figure 1. AltiConsole main window

Getting Started
6AltiConsole User Guide
The main window is composed of the following displays and buttons:
•Thetitle bar displays your extension number.
•TheInfo line at the bottom displays information on the current action
or about errors.
•TheActive Calls panel shows the status and information about
currently connected calls, including caller ID and DNIS information if
available.
With the Multiple Call Waiting feature enabled for the your extension
on the AltiServ, this panel can hold up to 50 concurrent calls.
The call states shown in the status column in the Active
Calls and other views, are described on page 9.
•TheParked Calls panel shows for whom the call is parked, who
parked it, and the call park ID, a unique number assigned to each call
parked call that allows the user to pick up the right call.
•TheDial Padprovides 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 * and # keys are always dimmed because they are not sup-
ported in certain networking functions at this time.
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.
• The right portion of the AltiConsole desktop shows details view of
different activities, each represented by a tab. These views are
described in the subsequent subsections.
You can change views in this multi-view panel—jump from
view to view—by right-clicking anywhere in the main
window.

Busy Lamp Field View (BLF tab)
AltiConsole User Guide 7
Busy Lamp Field View (BLF tab)
The panel at the right of the main window contains four tabs. The first tab
is labeled BLF, or Busy Lamp Field. This display lists only physical
extensions on the AltiServ system.
You can sort by any of the columns except the Status column 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 page 9.
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 or ringing.
• a red circle means the extension is On Hold.
All Extensions View (ALL tab)
The second tab in the panel at the right is labeled ALL.
This panel view displays all extensions—physical, virtual and workgroup
pilots—in the AltiServ system.
In addition to the columnsthat are the same as that of the BLF tabdescribed
in the preceding subsection, an Extension column displays the type of
extension: PH Physical, VR (Virtual), WG (Workgroup).
Also, the status column shows a black circle next to the extension number
for workgroup pilot and virtual extensions.
Further, in this view, an A(for Attendant) appears in place of a dot to
indicate your extension.
As with the BLF view, youcan sort by any of thecolumns except the Status
column by clicking the column heading. Clicking the heading repeatedly
reverses the sort order from descending to ascending and vice versa.

Getting Started
8AltiConsole User Guide
Trunk Status View (Trunk tab)
The third tab in the panel at the right is the Trunk tab.
The Trunk view displays Locationand Status. The location 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 page 9.
The dots at the left have the following meanings:
• A black circle means not ready.
• A green circle means idle.
• A red circle means the line is in use, off hook for some reason such as
on hold, or in an error condition.
If all trunks are busy, the Trunk tab title will flash to notify the operator
that no more trunks are available.
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 page 22.
The columns information is the same as that in the BLF and ALL views
above,butthere is an additionaldot indicator:a solid bluedot represents an
outside line.
As with the BLF or All view, you can sort by any of thecolumns except the
Status column by clicking the column heading. Clicking the heading
repeatedly reverses the sort order from descending to ascending and vice
versa.

Call States
AltiConsole User Guide 9
Call States
The Status column appears in many of the AltiConsole panels. The call
states and their dot indicators [in brackets] can be one of the following.
Generally stated, red means the line is being used; green means idle.
•AA (Auto Attendant) [a solid red dot]—a call being transferred to the
auto attendant.
•Busy [a solid red dot]—the called party is busy.
•Conferenced [a solid red dot]—call participating in a conference call.
•Connected [a solid red dot]—a call that is connected to a call or
extension.
•Dial Tone [a solid red dot]—the user’s extension is off-hook.
•Disconnect [a solid red dot]—a call is disconnected.
•Error [a solid red dot]—there is an error, usually with regard to the
dialed number. You must hang up to clear this status.
•Hold [a red circle]—acallplaced on hold by pressing the Holdbutton.
•Hold Pend [a red circle]—the status of a call placed on “temporary”
hold during a call handling process using the Call Handling Keys
(other than the Hold button). The icon for this status is a red circle.
•Idle [a solid green dot]—an extension with no current activity and
available to make or receive calls.
•In Use [a solid red dot]—an extension that is busy or in an
intermediate state (e.g. during a transfer).
•Park [a solid red dot]—a call that is parked, being parked or is in a
Multiple Call Waiting queue.
•Proceeding [a solid red dot]—an extension setting up (dialing) a call.
•Ringing [a solid red dot]—an incoming call that is not yet answered.
•Setup Call [a solid red dot]—a call ready for transferring or
conferencing.
•VM (Voice Mail) [a solid red dot]—a call transferred to or in voice
mail.

Getting Started
10 AltiConsole User Guide
Keyboard Shortcuts
General Tips
• You can type extension or phone numbers using the keyboard number
keys or the number pad.
• Once youarein any of the panel views youcan use thekeyboard arrow
keys to scroll through and select a desired call or extension.
• ClickingtheRoll Back button with a number in the dial padphone box
selects the number for copying or deleting.
Specific Keyboard Shortcuts
Call Handling Function/
Button1
1. The limitations that apply to all calls also apply to these shortcuts:
while connected to a call, you cannot place another call, but you can
answer another incoming call. To place or answer a call, your phone
must be off-hook.
Keyboard
Short Cut Number Pad
Short Cut2
2. To use the numeric keypad functions, the Num Lock must be on.
Hang-Up Alt-h .
Dial Alt-d Enter
Roll Back Alt-r -
Answer Alt-a +
Blind Transfer Alt-b /
Supervised Transfer Alt-s *
Park Alt-p
Overhead Paging Alt-x
Hold Alt-o
Voice Mail Alt-v
Conference Alt-c
Auto Attendant Alt-u
Clear Dialed Number Delete

Mouse Shortcuts
AltiConsole User Guide 11
Mouse Shortcuts
You can use several mouse shortcuts. The limitations that apply to all calls
also apply to these shortcuts: while connected to a call, you cannot place
another call, but you can answer another incoming call. To place or answer
a call, your phone must be off-hook.
• Double-click an extension in any list of extensions to call that
extension.
• Double-click an incoming call (Ringing state in the Active Calls list)
to answer it.
• Double-click a call on Hold(Hold state in the Active Calls list) to pick
it up.You cannot pickup a call on hold while your phone is ringing.
• Double-click an incoming call to another extension to redirect it to
your extension.
• While you’re connected to a call, double-click another call to put the
first call on hold and take the new one.
• If you double-click a call with the Hold Pend status, it is the same as
clicking the RollBackbutton.Thatis, this action cancels a Supervised
Transfer attempt or a Conference attempt and reconnects you to the
original call.

Handling Calls
12 AltiConsole User Guide
Handling Calls
A General Procedure
In general, the steps in handling a call in AltiConsole are as follows:
1. Select the call.
2. Select the operation such as Blind Transfer, Park, Hold, etc.
3. Select the destination extension or outside number where the call
should be sent.
4. Click the Dial button or press Enter on the keyboard.
Double-clicking the destination number in step 3 completes the action and
eliminates the need for step 4. Some actions, such as conferencing, are
somewhat more complex.
Hands Free Handling
You can perform the basic functions such as dialing and answering in
AltiConsole without having to pick up the phone. To do so, you must
enable the Hands Free Manual Answer Mode (#82) for your extension.
There are two different hands free methods:
• The receiver can be off-hook and the speaker phone turned ON, or
• You can use a headset with the speaker phone OFF.
In the hands free mode, you can answer calls using the Answer button or
make a call using the Dial button, and you can use their keyboard shortcut
equivalents.
If the hands free mode is off and you try to answer a call using theAnswer
button, or if you try to place a call using the Dial button, AltiConsole will
display an Invalid Operation error message in the INFO line.