Altigen AltiConsole User manual

AltiConsole™
for AltiWare ACC Release 5.1
and AltiWare ACM Release 5.1
Manual
Revised 11/2007 Version #2 4502-0001-5.1

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. 2006. All rights reserved.
4502-0001-5.1

AltiConsole Manual iii
Contents
Warranty . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .v
About AltiConsole . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1
About Multi-Site Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
New in Version 5.1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3
Pre-Installation Checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Installing AltiConsole . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Auto Upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Downgrade Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Getting Started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5
Logging In . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Logging In to Multi-Site Console. . . . . . . . . . . . . . . . . . . . . . . . . 6
About the AltiConsole Main Window . . . . . . . . . . . . . . . . . . . . . . . 9
Busy Lamp Field View (BLF tab) . . . . . . . . . . . . . . . . . . . . . . . . . 11
All Extensions View (ALL tab) . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Trunk Status View (Trunk tab) . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Speed Dial View (SPEED tab) . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Call Statuses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 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
Blind Transfer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

AltiConsole Manual iv
Supervised Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Transfer to Auto Attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Transfer to Auto Attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Transfer to Voice Mail. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
System Call Park . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Line Park . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Conference Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Overhead Paging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Park and Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Recording a Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Configuring AltiConsole Settings . . . . . . . . . . . . . . . . . . . . .35
Setting AltiConsole Behavior, Overhead Paging, and Auto Attendant
35
Viewing Your Server, Extension, and Tenant ID . . . . . . . . . . . . . 36
Setting Speed Call List Entries . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Group Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .43

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 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 Communication’s 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:
1. Take or ship the product (shipment prepaid) to your AltiGen distributor or to AltiGen
Communications, Inc.
AllmaterialsbeingreturnedtoAltiGenmust have an associated RMA number. RMA numbers
can be obtained by calling 1-888-ALTIGEN (258-4436) or faxing an RMA form to 510-252-
9738, attention to CustomerService. AltiGen reservesthe 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:

vi AltiConsole Manual
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.

AltiConsole Manual 1
C HAPTER 1
About AltiConsole
AltiConsole 5.1 is an attendant console application for a client system or
personal computer. It connects to AltiWare AltiContact Center 5.1 (or
higher) or AltiWare AltiContact Manager 5.1 (or higher).
AltiConsole can simultaneously support up to 10 operators on the same
AltiWare system. You must purchase an AltiConsole software license for
the number of sessions you want to run.
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 an auto attendant
• Conference calls (with up to six parties)
• Parking calls
• Accessing overhead paging (if available on your system)
• Viewing the call status of users on the system (busy, DND, and so on)
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.
New in Version 5.1
• Supports connection through CTProxy
• Ability to enable call recording
• Park and Page

AltiConsole Manual 2

AltiConsole Manual 3
C HAPTER 2
Installation
The client system must meet the following minimum requirements:
• IBM/PC AT compatible system
• Intel 166 MHz Pentium or equivalent
• Microsoft Windows 2000 Server/Professional with SP4 or Windows
XP Professional
• 30 MB Hard Drive Disk Space
• 64 MB RAM
• SVGA monitor (1024x768) with 256-color display, or better
• Keyboard and mouse
Additional Requirement for Multi-Site Console
Each site must have AltiWare 5.1 (or higher) Server installed in the LAN
in which the application runs.
Pre-Installation Checklist
Before installing AltiConsole, make sure the following is done:
• The AltiConsole client should be connected to the AltiGen phone
system over the LAN.
• AltiWare ACC or ACM Release 5.1 (or higher) must be installed on
the system to which the AltiConsole client is connected.
• The system administrator must configure the AltiConsole extension to
enable Multiple Call Waiting as an Answering option, and configure
the extension’s Busy Call Handling and No Answer Handling as
desired.
• The AltiConsole License Key must be enabled.
• Older client programs cannot be installed on the same PC running 5.1
client programs.

AltiConsole Manual 4
Installing AltiConsole
1. Insert the AltiWare Clients CD into the CD-ROM drive.
2. Run Setup.exe from the AltiConsolefolder and follow the installation
instructions as they appear on the screen.
Auto Upgrade
Each time you start up AltiConsole, 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 AltiConsole is out-of-date, you are
prompted for upgrade permission. If you automatically upgrade, the
AltiConsole startup is terminated and a software upgrade session is started.
Restart AltiConsole to run the newer version.
Note: For remote AltiConsole users outside the firewall, TCP port 10050
is required to be open to allow automatic upgrade. Automatic
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 5.1 program and ALL OTHER 5.1 client applications
(including AltiAgent, AltiView, AltiSupervisor and CDR Search 5.1).
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 5.0A software.

AltiConsole Manual 5
C HAPTER 3
Getting Started
Start AltiConsole from the Microsoft Windows Start menu, by choosing
Start > All Programs > AltiConsole > AltiConsole 5.1.
Note: For users running Windows XP SP2, a firewall protection Security
Alert may pop up when opening the client login window. If this
happens, click Yes to allow AltiConsole to run.
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. Fill in
the fields, check the appropriate options, and click Login.
Local Server Info:
•Server Address—the IP address of your server
•Server Display Name—name of your server

AltiConsole Manual 6
•Extension Number—your extension number.
•Extension Password—your extension password.
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).
Options:
•Save Password—remembers your password for the next time you
log in.
•Monitor group call queue—lets you see all calls in a group’s queue,
along with waiting times. You can then monitor queues for every
group you belong to.
•Multi-SiteConsole—allowsyouto actas the AltiConsoleoperator for
multiple systems. When the Multi-SiteConsole option is checked, the
login window expands so you can enter the information for the remote
server(s) that the main AltiConsole will oversee as the Operator.
Note: Your logon information for thecurrent session will be shown in the
Logon Info tab of the Setup dialog box. See “Viewing Your
Server, Extension, and Tenant ID” on page 36.
Note: If you have trouble logging in, check with your system
administrator to be sure you are using a physical extension.
Logging In to Multi-Site Console
When the Multi-Site Console option is checked, the login window
expands to show the Remote Server List:

AltiConsole Manual 7
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. Click on the Server field and replace “New0” with the IP address of
the remote server. Click on the Display 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.
3. To continue adding remote servers (up to 10), repeat Steps 1-3.
4. When all remote servers have been added, click Login.
Requirements for Remote Servers
For the Multi-Site Console configuration, the login extension of the main
AltiConsole operator 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 8
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.

AltiConsole Manual 9
About the AltiConsole Main Window
When you start AltiConsole, the main window appears:
The main window contains 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

AltiConsole Manual 10
• The Info line at the bottom left displays information on the current
action or information about errors.
•Amessage waiting indicator (red circle) appears at the bottom right
when a new message is waiting.
• The Active 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: Thecall statuses shownin the status column in the Active Calls
and other views are described on “Call Statuses” 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 in certain circumstances, for example, when you’re
connected to a call and haven’t taken some action to 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.
• The Call Handling buttons provide options such as conferencing,
transferring, hold, and park.
• The Setup button opens the AltiConsole Setup dialog box, and the
Help button opens online help.
• The right portion of the AltiConsole window 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.
Note: To be able to monitor a group queue, the Operator must be an
agent and belong to the group.

AltiConsole Manual 11
.
Note: You can pick up a workgroup queued call from the Group Call
Queue window by clicking on the call or you can park your current
call to accept the first available call in the 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 40.
In order to use this feature, your system administrator must have
checked the Allow Agent to Pick up Call from Workgroup
Queue setting.
You cannot pick up a hunt group call from AltiConsole.
Busy Lamp Field View (BLF tab)
The panel at the right side of the main window contains four tabs. The first
tab is BLF, or Busy Lamp Field. This display lists only physical
extensions in the AltiWare system.

AltiConsole Manual 12
You can sort by any of the columns by clicking the column heading.
You can enter data in the Extension, First Name and Last Name boxes
(above the columns) to find a matching entry quickly.
In addition to the extension and first name and last name of the extension
user, this list displays the status of calls (described in “Call Statuses” on
page 16), the activity state of the extension (described in “Activity States”
on page 17, and the server that the extension user belongs to (when Multi-
Site Console option is enabled).
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 is beside the extension you are logged in to.
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.

AltiConsole Manual 13
This panel view displays all extensions—physical, virtual, hunt group and
workgroups—in the system.
Inaddition to the columns thatare 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.
The status column shows a black circle next to the extension number for a
huntgroup, workgroup and virtual extensions.
A headset appears in place of a dot to indicate your extension.
You can sort by any of the columns by clicking the column heading. You
can also enter data in the Extension, First Name and Last Name boxes
(above the columns) to find a matching entry quickly.

AltiConsole Manual 14
Trunk Status View (Trunk tab)
The third tab in the panel at the right is the 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 statuses in the Status column are described in “Call
Statuses” 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.