Altigen AltiConsole User manual

AltiConsole™
for AltiWare Open Edition (OE) / AltiServ Contact
Center (ACC) Release 5.0
and AltiContact Manager (ACM) Release 5.0
Manual
Revised10/20044502-0001-5.0

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, Alti-IP 600, Alti-MSCRM, Alti-VRPlayer, 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.
PrintedinU.S.A.10/2004 4502-0001-5.0

AltiConsole Manual iii
Contents
Warranty..........................................v
BeforeYouBegin ...................................1
About AltiConsole . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
About Multi-Site Console. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
NewinVersion5.0....................................2
PackageContents.....................................2
SystemRequirements..................................3
Before Installing AltiConsole . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Installing AltiConsole . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
AutoUpgrade........................................4
DowngradeProcedure .................................4
GettingStarted .....................................5
LoggingIn ..........................................5
LoggingIntoMulti-SiteConsole.........................7
About the AltiConsole Main Window . . . . . . . . . . . . . . . . . . . . . . . 9
BusyLampFieldView(BLFtab) .........................12
AllExtensionsView(ALLtab)...........................13
TrunkStatusView(Trunktab) ...........................14
SpeedDialView(SPEEDtab)............................15
CallStates............................................16
ActivityStates ........................................17
KeyboardShortcuts ....................................18
MouseShortcuts.......................................19
HandlingCalls ....................................21
AGeneralProcedure ...................................21
HandsFreeHandling ...................................21
Dialing ..............................................22
AnsweringCalls.......................................22
HoldandHoldPending .................................23
TransferringCalls .....................................24

AltiConsole Manual iv
BlindTransfer ......................................25
SupervisedTransfer..................................25
TransfertoAutoAttendant ............................26
TransfertoIVR .....................................26
TransfertoVoiceMail................................26
SystemCallPark ......................................27
LinePark ............................................28
ConferenceCalls ......................................29
OverheadPaging ....................................30
ConfiguringAltiConsoleSettings .....................31
Setting AltiConsole Behavior, Overhead Paging, and Auto Attendant/
IVR ..............................................31
ViewingYourServer,Extension,andTenantID .............32
SettingSpeedCallListEntries ...........................33
GroupSetup..........................................35
Index.............................................37

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.
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.

AltiConsole Manual 1
C HAPTER 1
Before You Begin
About AltiConsole
AltiConsole 5.0 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 ContactCenter 5.0(orhigher) orAltiContactManager5.0
(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 5.0
• An extension activity display column added to BLF and ALL tabs
display.
• AltiConsole is able to pick up workgroup queued calls from the Group
Call Queue tab by clicking on the call.
• AltiConsole screen is enlarged to 1024 x 768 full screen display
(800x600 monitor setting no longer supported)
• Line park—Line Park tab added, which displays all lines configured in
Line Park Groups, Line Park name and Line Park line status. An
operator can click on the Line entry to park a connected call or to pick
up a parked call.
• Group paging support—a Group Paging configuration option is added
in the Setup menu (feature not available for remote servers connected
through Multi-Site Console)
• The Transfer button will send “FLASH *” to release a tie trunk if the
incoming call is through an IP trunk.
•FortheBLF,ALL and SPEED tab, an operator can enter data in one
or more text boxes to find a matched entry quickly.
• If the application detects an older version between the client and
AltiWare server, the client system is prompted for upgrade permission
and a software upgrade session can be started.
• Extension password protection for logins.
Package Contents
The following items are included in the AltiConsole package:
• AltiConsole 5.0 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.

AltiConsole Manual 3
System Requirements
The client system must meet the following minimum requirements:
• Windows 2000, NT Server 4.0 (Server or Workstation) with Service
Pack 6 (or higher)
• Intel 300 MHz (or faster) Pentium
• 30 MB available hard disk drive space
• 128 MB DRAM
Additional Requirements for Multi-Site Console
• Eachsitemust haveAltiWare OE 5.0 (or higher)Serverinstalledinthe
LAN in which the application runs.
Before Installing AltiConsole
• AltiWare OE Release 5.0 (or higher), AltiServ Contact Center 5.0 (or
higher) or AltiContact Manager 5.0 (or higher) must be installed on the
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 system over the LAN.
• Ensure AltiConsole License Key has been enabled.
• 4.6 client programs cannot be installed in the same PC running 5.0
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.

AltiConsole Manual 4
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 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
AltiConsole 5.0 program and ALL OTHER 5.0 client applications
(including AltiAgent, AltiView, AltiSupervisor 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 AltiConsole 4.6 software.

AltiConsole Manual 5
C HAPTER 2
Getting Started
In order to run AltiConsole, the system server must be up and running.
While the system is running, the data you see in your AltiConsole windows
is refreshed and updated. If the system 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
Local Server Info:
•Server Address - the IP address of your server
•Server Display Name - name of your server
•Extension Number - your extension number.
•Extension Password - your extension password.
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).

AltiConsole Manual 6
Options:
•Save Password - remembers your password for the next time you log
in.
•Monitor group call queue - lets you see calls in a group’s queue. See
“Monitoring a Group Call Queue” on page 6.
•Multi-Site Console - allows user to act as AltiConsole operator for
multiple systems. See “Multi-Site Console” on page 7.
Note: Your logon info for the current session is also shown in the Logon
Info tab of the Setup dialog. See “Viewing Your Server,
Extension, and Tenant ID” on page 32.
If you have trouble, check with your system administrator to be
sure you are using a physical extension.
Other AltiServ Settings Apply to AltiConsole
If you have configured your extension settings by way of other AltiWare
system 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 #81 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 “Hands Free Handling” on page 21.
Monitoring a Group Call Queue
AltiConsole provides the capability to see a group’s call queue. During
your session, you will be able to see all calls queued up for your group,
along with waiting times.
Important:To be able to monitor a group queue, the Operator must be an
agent and belongs to the group.
To monitor your group’s call queue:
• Select Monitor group call queue in the login dialog box.
You can now monitor queues for every group you belong to. For more
information on monitoring group call queues, see the description under
“About the AltiConsole Main Window” on page 9.

AltiConsole Manual 7
Multi-Site Console
When the Multi-Site Console option is checked, the login window
expands to allow you to enter the information for the remote server(s) that
the main AltiConsole will oversee as the Operator.
Logging In to Multi-Site Console
When the Multi-Site Console option is checked, the login window
expands to show the Remote Server List.
Figure 2. Multi-Site Console Logon
To add a remote server:
1. Click the Add button. In the Server field, a checked box appears and
the Server and Display fields become highlighted.
2. ClickontheServer field and replace “New0” with the IP address of
theremoteserver.
3. ClickontheDisplay Name field and replace “Display0” with the
name of the remote server.
Note: You can also left-click once in either field to change it.
4. Continue adding remote servers (up to 10), repeat Steps 1 - 3.
5. When all remote servers have been added, click Login.

AltiConsole Manual 8
Requirements for Remote Servers
For Multi-Site Console configuration, the login extension of the main
AltiConsole operator (ext. 116, in this example) must exist in all remote
servers as a virtual extension with the same password.
If a workgroup extension is used as an operator, the workgroup extension
must exist on the local and remote server, and the agents of this workgroup
must exist as virtual extensions on the remote servers.

AltiConsole Manual 9
About the AltiConsole Main Window
When you run AltiConsole, you see the main window.
An example is shown here:
Figure 3. AltiConsole main window
The main window is composed of the following displays and buttons:
•TheTitle bar displays your extension number.
Active Calls Panel
Parked Calls Panel
Dial Pad
Info Line
RollBack Button
Setup Button
Help Button
Calls Waiting in Group Queue
Call Handling Buttons
Title Bar

AltiConsole Manual 10
•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 16.
•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 Manual 11
• 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 group call queue
option selected, it will also show a group waiting call queue in the
lower right pane.
Workgroup call queue
Figure 4. Right portion of AltiConsole main window with Workgroup Call Queue
Note: You can pick up a workgroup queued call from the Group Call
Queuewindowbyclickingonthecallor you can park your current
call to accept the first available call inthe group’s queue. If you are
a member of multiple groups, you can also specify which groups
to monitor. For details, see “Group Setup” on page 35.
In order to use this feature, the “Allow Agent Pick up Call from
Workgroup Queue” setting must first be enabled in AltiAdmin/
ACM Admin.

AltiConsole Manual 12
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 AltiWare system.
Figure 5. BLF Tab
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. You can also enter data in the Extension,First
Name and Last Name boxes (above the columns) to find a matched entry
quickly.
In addition to the extension and first and last name of the extension user,
this list further displays the status of calls (described on “Call States” on
page 16), the activity state of the extension (described on “Activity States”
on page 17, and the server that the extension user belongs to (when Multi-
Site Console option is enabled).
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 the extension to which you are logged on.

AltiConsole Manual 13
Notes
• Only the physical extensions in all monitored servers will show in the
“BLF” page, while all physical and virtual extensions in all servers
will show in the “ALL” page.
• The extensions in remote servers will be displayed in blue text, while
local extensions show as black text.
All Extensions View (ALL tab)
The second tab in the panel at the right is ALL.
Figure 6. ALL tab
This panel view displays all extensions—physical, virtual, hunt group and
workgroup pilots—in the system.
In addition to the columns that are the same as that of the BLFtab described
in the preceding subsection, an Extension column displays the type of
extension: Physical, Virtual, Huntgroup or Workgroup.
Also, the status column shows a black circle next to the extension number
for huntgroup pilot, 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. You can also enter data in the
Extension,First Name and Last Name boxes (above the columns) to find
a matched entry quickly.

AltiConsole Manual 14
Trunk Status View (Trunk tab)
The third tab in the panel at the right is the Trunk tab.
Figure 7. TRUNK tab
The Trunk view displays Location,Status and Server (for Multi-Site
Console). 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 “Call States” on
page 16. The Server column identifies the remote server that the trunk
belongs to.
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.