Altigen AltiConsole User manual

AltiConsole™
for AltiWare Open Edition (OE)/
AltiServ Contact Center (ACC) Release 5.0A
and AltiContact Manager (ACM) Release 5.0A
Manual
Revised 07/2006 Version #4 4502-0001-5.0A

WARNING!
Toll fraud is committed when individuals unlawfully gain access to
customer telecommunication systems. This is a criminal offense.
Currently, we do not know of any telecommunications system that is
immune to this type of criminal activity. AltiGen Communications, Inc.
will not accept liability for any damages, including long distance charges,
which result from unauthorized and/or unlawful use. Although AltiGen
Communications, Inc. has designed security features into its products, it is
your sole responsibility to use the security features and to establish security
practices within your company, including training, security awareness, and
call auditing.
NOTICE
While every effort has been made to ensure accuracy, AltiGen
Communications, Inc., will not be liable for technical or editorial errors or
omissions contained within the documentation. The information contained
in this documentation is subject to change without notice.
This documentation may be used only in accordance with the terms of the
AltiGen Communications, Inc. License Agreement.
AltiGen Communications, Inc.
4555 Cushing Pkwy.
Fremont, CA 94538
Telephone: [phone]
Fax: [phone]
E-mail: [e-mail]
Web site: www.altigen.com
TRADEMARKS
AltiGen, AltiServ, AltiWare, AltiContact Manager, AltiLink, AltiConsole,
AltiAdmin, Alti-IP 600, Alti-MSCRM, 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. 2006. All rights reserved.
Printed in U.S.A. 07/2006 4502-0001-5.0A

AltiConsole Manual iii
Contents
Warranty . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .v
Before You Begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1
About AltiConsole . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
About Multi-Site Console. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
New in Version 5.0A . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
Package Contents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
System Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
Before Installing AltiConsole . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
Installing AltiConsole . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Auto Upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Downgrade Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Getting Started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5
Logging In . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Logging In to Multi-Site Console. . . . . . . . . . . . . . . . . . . . . . . . . 7
About the AltiConsole Main Window . . . . . . . . . . . . . . . . . . . . . . . 9
Busy Lamp Field View (BLF tab) . . . . . . . . . . . . . . . . . . . . . . . . . 12
All Extensions View (ALL tab) . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Trunk Status View (Trunk tab) . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Speed Dial View (SPEED tab) . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Call States . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Activity States . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Keyboard Shortcuts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Mouse Shortcuts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Handling Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .21
A General Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Hands Free Handling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Dialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Answering Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Hold and Hold Pending . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Transferring Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

AltiConsole Manual iv
Blind Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Supervised Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Transfer to Auto Attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Transfer to IVR . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Transfer to Voice Mail. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
System Call Park . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Line Park . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Conference Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Overhead Paging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Configuring AltiConsole Settings . . . . . . . . . . . . . . . . . . . . .33
Setting AltiConsole Behavior, Overhead Paging, and Auto Attendant/
IVR . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Viewing Your Server, Extension, and Tenant ID . . . . . . . . . . . . . 35
Setting Speed Call List Entries . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Group Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .41

AltiConsole Manual v
Warranty
What The Warranty Covers
AltiGen Communications warrants its hardware products to be free from defects in material
and workmanship during the warranty period. If a product proves to be defective in material
or workmanship during the warranty period, AltiGen Communications will, at its sole option,
repair, refund or replace the product with a like product.
How Long the Warranty Is Effective
All AltiGen Communications products are warranted for one (1) year for all parts from the
date of the first end user purchase.
Whom the Warranty Protects
This warranty is valid only for the first end user purchaser.
What the Warranty Does Not Cover
1. Any product on which the serial number has been defaced, modified or removed.
2. Damage, deterioration or malfunction resulting from:
a) Accident, misuse, neglect, fire, water, lightning, or other acts of nature,
unauthorized product modification, or failure to follow instructions supplied with
the product.
b) Repair or attempted repair by anyone not authorized by AltiGen Communications.
c) Any damage of the product due to shipment.
d) Removal or installation of the product.
e) Causes external to the product, such as electric power fluctuations or failure.
f) Use of supplies or parts not meeting AltiGen Communications’ specifications.
g) Normal wear and tear.
h) Any other cause which does not relate to a product defect.
3. Shipping, installation, set-up and removal service charges.
How to Obtain Service
End user customers should contact your Authorized AltiGen Dealer for service.
Authorized AltiGen Dealers must follow the steps below for service:

vi AltiConsole Manual
1. Take or ship the product (shipment prepaid) to your AltiGen distributor or to AltiGen
Communications, Inc.
AllmaterialsbeingreturnedtoAltiGen must have an associatedRMAnumber. 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
RMAnumbershouldbeclearlymarkedonthe outside of the box inwhich the material isbeing
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. Foradditionalinformationcontact your AltiGen Dealer orAltiGenCommunications,Inc.
via e-mail at [email protected].
Effect of State Law
This warranty gives you specific legal rights, and you may also have other rights which vary
from state to state. Some states do not allow limitations on implied warranties and/or do not
allow the exclusion of incidental or consequential damages, so the above limitations and
exclusions may not apply to you.
Sales Outside the U.S.A.
For AltiGen Communications products sold outside of the U.S.A., contact your AltiGen
Communications dealer for warranty information and services.

AltiConsole Manual 1
C HAPTER 1
Before You Begin
About AltiConsole
AltiConsole 5.0A 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/AltiServ Contact Center 5.0A (or higher) or AltiContact Manager
5.0A (or higher). AltiConsole can simultaneously support up to ten
operators on the same AltiWare 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/IVR
• 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.)
About Multi-Site Console
The Multi-Site Console feature allows the application to act as an
attendant console for multiple systems. Up to 10 sites (servers) can be
added and managed through Multi-Site Console. The total number of
physical extensions supported is 600. The total number of combined
extensions (physical + virtual) supported is 6,000.

AltiConsole Manual 2
New in Version 5.0A
• Display workgroup name and number in the Workgroup Call Queue
window.
• Configuration field added in the Overhead Paging configuration for
station paging.
• Auto-answerfeatureadded -Ausercanenable ordisable Auto Answer
Mode, set number of seconds ranging from 0 to 30 seconds, and to ring
IP phone before answering from AltiConsole setup page.
Package Contents
The following items are included in the AltiConsole package:
• AltiConsole 5.0A 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 2000 or Windows 2003
• Intel 300 MHz (or faster) Pentium
• 30 MB available hard disk drive space
• 128 MB DRAM
Additional Requirements for Multi-Site Console
• Each site must have AltiWare OE 5.0A (or higher) Server installed in
the LAN in which the application runs.
Before Installing AltiConsole
• AltiWare OE, ACC or ACM Release 5.0A (or higher) must be
installed on the system to which the AltiConsole client will connect.

AltiConsole Manual 3
• The system administrator must configure the extension to enable
MultipleCallWaiting as an Answering option, aswell as configuring
the extension’s Busy Call Handling and No Answer Handling as
desired.
• The client system should be connected to the system over the LAN.
• Ensure AltiConsole License Key has been enabled.
• 4.6 client programs cannot be installed in the same PC running 5.0A
client programs.
Installing AltiConsole
1. Insert the AltiWare CD into the CD-ROM drive.
2. Run the Setup.exe from the Client\AltiConsole folder and follow the
installation instructions as they appear on the screen.
Auto Upgrade
During startup, AltiConsole will detect if its version matches with the
version of the OE/ACC or ACM server to be connected. If an older version
is found, the client will be prompted for upgrade permission. If the user
decides to auto upgrade, the AltiConsole application is terminated and a
software upgrade session is started. Restart AltiConsole to run the newer
version.
Note: For remote AltiConsole users, auto upgrade over the Internet
requires the sending of15 MBfiles overthe WAN,which may take
some time to perform the automatic update.
Downgrade Procedure
1. Go to Control Panel>Add/Remove Programs and remove the
AltiConsole 5.0A program and ALL OTHER 5.0A client applications
(including AltiAgent, AltiView, AltiSupervisor and CDR Search
5.0A).
2. Reboot your system.
3. Go to “<local drive>:Program Files\AltiGen\Shared Files\” and
remove AlpInterface.dll.

AltiConsole Manual 4
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 AltiConsole 5.0 software.