Altigen AltiContent User manual

AltiClient™
AltiAgent™ and AltiSupervisor™
for AltiWare Open Edition (OE) Release 4.6
and AltiContact Manager (ACM) Release 4.6
Manual
Revised 3/03 4504-0011-4.6

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, AltiContact Manager, 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. 2003. All rights reserved.
PrintedinUSA.03
/2003 Part Number 4504-0011-4.6

AltiClient Manual i
Contents
Contents.............................................i
Warranty...........................................iii
CHAPTER 1
Overview ..........................................1
Installation.........................................1
ClientSystemRequirements ..............................1
Session Licensing and License Upgrade Procedures . . . . . . . . . . . . 2
AltiAgent Session License . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
AltiSupervisor Session License . . . . . . . . . . . . . . . . . . . . . . . . . . 2
Pre-InstallationChecklist...............................2
Installing AltiClient on a Client System. . . . . . . . . . . . . . . . . . . . 3
Uninstalling AltiClient . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
MicrosoftOutlookandOutlookExpressSupport ..............3
ACT!/GoldMine®Support ...............................4
QuickNetIntegration ....................................4
CHAPTER 2
GettingStarted .....................................5
LoggingIn ............................................5
LoggingInRemotelyUsinganIPExtension .................7
IPExtensionsUsingMicrosoftNetMeeting3.01.............7
IPExtensionsUsingQuickNet...........................8
TroubleshootingIPConnectivity.........................8
Hiding or Exiting AltiClient . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
UsingtheWindowsTrayPhoneIcon......................9
ResizingtheDisplay..................................10
CHAPTER 3
UsingAltiClientasaWorkgroupAgent ...............15

ii AltiClient Manual
WorkgroupLogin .....................................16
LoggingOutorChangingWorkgroups.....................16
AbouttheMainWindow................................17
CallHandling.........................................18
Dialing............................................18
PlacingCallsonHold.................................21
Using Call Waiting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
TransferringCalls....................................22
ConferencingCalls...................................24
RecordingCalls .......................................26
UsingAccountCodes.................................29
AltiAgent Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
SettingStatustoReadyorNotReady....................30
Viewing,Sharing,orPushingData......................30
Monitoring...........................................32
ChoosingWorkgroupstoMonitor.......................32
ViewingtheCallHistory..............................34
ViewingWorkgroupStatistics..........................35
ViewingQueues.....................................36
Using ActiveX Control with Third Party Applications . . . . . . . . . 37
CHAPTER 4
Using AltiClient as a Supervisor ......................39
LoggingIn ...........................................39
ViewingGroupStatistics................................41
ViewingAgentStatistics ................................43
ViewingaHistoryofAgentActivity.....................44
ViewingAgentCurrentStatus............................45
Monitoring—ListeninginandBargingIn...................47
OperationNotes.......................................49
CHAPTER 5
ConfiguringYourStationSettings ....................51
ApplyButtonandOKButton...........................51
Default Trunk Access. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

AltiClient Manual iii
RecordType........................................53
VoiceMailPlayOptions ..............................53
ScreenPop,AudioBeep,andAutoClose.................53
Accessing Databases. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
CallHandling.........................................56
MessageNotification ...................................60
AddingorEditingStationSpeedEntries..................62
SystemSpeedDialing.................................63
Index...............................................65

iv AltiClient Manual

AltiClient Manual iii
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.

iv AltiClient 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 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.
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 supp[email protected].

AltiClient Manual v
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.

vi AltiClient Manual

AltiClient Manual 1
Installation
C HAPTER 1
Overview
AltiClient is an optional software package that includes AltiAgent and
AltiSupervisor, and runs with the AltiWare OE or AltiContact Manager
system. AltiAgent Session licenses and AltiSupervisor Session licenses
must be installed and registered to enable client sessions.
To install the AltiClient client software, you can load AltiClient on a
network server and then using your company’s distribution software to
deliver the AltiClient client software to each desktop PC.
Most frequently, this means loading the software onto a shared network file
serverand copying the softwareto each desktop PC. Alternatively, you can
use the AltiClient CD ROM to install the program on each desktop.
Installation
The following items are included in the AltiClient 4.6 package:
• AltiClient 4.6 Manual
• AltiClient Session License
If any of these items are missing or damaged, please contact your
Authorized AltiGen dealer.
Client System Requirements
The client system must each meet the following minimum requirements.
For server system requirements, see the AltiWare OE System Installation
and Administration Manual or the AltiContact Manager Administration
Manual.
• IBM/PC AT compatible system
• Intel 133 MHz Pentium
• Windows 98 (or higher), or Windows 2000, or Windows NT 4.0 or
higher, Server or Workstation.
• 30 MB Hard Drive Disk Space

2AltiClient Manual
•32MBRAM
• SVGA monitor (800 x 600) with 256 color display, or better
• Keyboard and Mouse
• AltiWare OE/AltiContact Manager 4.6 running on a server accessible
to this client.
Session Licensing and License Upgrade
Procedures
AltiAgent Session License
The AltiAgent Session license enables a per concurrent session of
AltiAgent. It includes a Desktop Connect/SDK client license. Up to 150
concurrent AltiAgent sessions are supported.
AltiSupervisor Session License
The AltiSupervisor Session license enables a per concurrent session of
AltiSupervisor. It includes a Desktop Connect/SDK client license. Up to 20
concurrent AltiSupervisor sessions are supported.
Upgrading Licenses
To increase the number of simultaneous AltiAgent and/or AltiSupervisor
sessions, refer to the license activation and registration procedures in
Chapter 2 - Software Installation of the AltiWare OE System Installation
and Administration Manual or AltiContact Manager Administration
Manual.
You can verify the licenses when you run AltiAdmin/ACM Admin by
selecting About AltiWare…/About ACM Admin... on the Help menu,
then clicking the License Information button to view a window that
displays licenses and session information.
Installation and Setup
Pre-Installation Checklist
Before installing AltiClient, please review the following checklist:

AltiClient Manual 3
Installation
• Make sure that AltiWare OE/AltiContact Manager 4.6 has been
installed on the server system.
• Make sure that TCP/IP is enabled on both machines.
• Make sure the client is able to connect to the server on the network.
• Local administrator rights are required to install AltiView and
AltiClient.
• Make sure License has been installed and activated.
Installing AltiClient on a Client System
After completing the pre-installation checklist, proceed as follows on the
client machine:
1. Exit any/all Windows applications.
2. Insert the AltiClient CD into the CD ROM drive.
3. Run the Setup program under AltiClient\ and follow the step-by-step
installation instructions as they appear on the screen.
Uninstalling AltiClient
1. From the Windows Start menu, select Programs AltiClient
Uninstall AltiClient.
2. Click OK when the dialog box asks if you want to uninstall the
program, and respond to any additional prompts.
MicrosoftOutlookandOutlookExpressSupport
AltiClient supports Microsoft Outlook 97, 98, and 2000, and Outlook
Express5.0,allowingyouto obtainphonenumberstodial fromaMicrosoft
Contact list. AltiClient also lets you see the incoming calls that have a
matching record in the Contact list.
AltiClient requires that you to set up the Outlook Contacts list prior to using
this feature in Contact Advantage.
In OE 4.6, a Country Code field can be configured (in GeneralInfo)bythe
local userto help convert standard international phone numbers in Outlook
to correct digit strings for AltiWare.

4AltiClient Manual
ACT!/GoldMine® Support
AltiClient supports ACT! 2000 and GoldMine® 5.0/5.5 contact
management software, allowing you to obtain phone numbers to dial from
the ACT! or GoldMine® contact database list. AltiClient also lets you see
the matching record from the contact database list of the incoming calls.
QuickNet Integration
AltiClient can be used in conjuction with QuickNet’s firmware and
hardware. If QuickNet hardware (phoneJACK or phoneCARD) and driver
is already installed on the local machine, upon AltiClient installation and
logon, AltiClient will then enable functionality to control real-time voice
compression/decompression functions through a GUI.

AltiClient Manual 5
Getting Started
C HAPTER 2
Getting Started
AltiClient is a suite of desktop applications for managing personal calls and
workgroup calls, and performing phone and supervisory functions from the
PC. AltiClient contains the following applications:
AltiAgent is a version of AltiView designed for workgroup agents.
Through an AltiAgent window, you can monitor workgroup-related
statistics, workgroup call pickup, and member login/logout directly from
the desktop. Also, the AltiView functionality can be accessed from
AltiAgent.
AltiSupervisor is a version of AltiView designed for supervisors of
workgroup agents. Through AltiSupervisor you can monitor the status and
performance of a workgroup, including AltiAgent calls, real time
workgroup statistics, and agent state. This information can be stored in an
internal or external CDR database for future review and analysis.
Logging In
Before you log in
When you launch AltiClient — as an AltiAgent or AltiSupervisor — for the
first time, you need to know either the server name or the IP address of the
server you’ll be linking to. If you use the server name and not the IP
address, AltiWare/AltiContact Manager replaces the name with the IP
address, eliminating the need of a DNS (Domain Naming System) search.
To obtain the AltiWare/AltiContact Manager IP address, ask your IT
administrator.
If you are connecting to the Internet through a modem connection, before
you log in, establish a session connection from your PC to your local
InternetService Provider.If you’re usinga low-speed connection, the login
may takesome time as a large amount of datais transferred to your desktop.
To log in:
1. Run the AltiClient application and, if this is the first login to this
AltiWare/AltiContactManager system, enter theserver’sIP address or

6AltiClient Manual
name of the system you will be using. If this is not your first login, go
on to the next step.
Figure 1. Logging in
2. Enter your Extension number and Password assigned to your phone.
Optionally, you can check the Always save password check box to
store your login password the next time you access AltiClient.
3. (Optional, for AltiAgent or Desktop) IP Extension Integrated with
option (grayed out if your extension is not set up as an IP extension.)
a. NetMeeting Option
If you do not have an Internet Phone Jack or an IP phone and you
want your AltiAgent desktop to access AltiWare/AltiContact
Manager as an IP extension, select the IP Extension Integrated
with check box and set the dropdown list to NetMeeting.
To do this, your extension must be set up as an IP extension by your
system administrator and you must have Microsoft NetMeeting
3.01 or higher installed on your desktop.
Refer to the discussion in the next section for more information on
using IP extensions.
b. QuickNet Option
If you have a QuickNet card and your extension is set up as an IP
extension, select the IP Extension Integrated with check box and set
the dropdown list to QuickNet.
4. Select how you want to log in and click OK.

AltiClient Manual 7
Getting Started
Logging In Remotely Using an IP Extension
For agent use or supervisor use, you can access AltiClient from a remote
location using an IP extension. All the call handling functions are the same
as logging in locally, with the exception of the ability to configure One
Number Access. You can pick up voice mail, forward local business office
phone calls to another site such as a home desktop PC, and even receive the
phone calls as you would at the office.
To use an IP extension, you must meet the following requirements:
• Your extension must be configured to use IP extensions by your
system administrator.
• You must have AltiGen-certified IP phone/adapter equipment
(QuickNet), or you can use Microsoft NetMeeting version 3.01.
Consult your system administrator or authorized AltiGen dealer for details
on obtaining and using any of these options. The NetMeeting option is
discussed in the next section.
To log in from a remote location using an IP extension:
1. If you connect to the Internet through a modem connection, establish
a connection to your Internet Service Provider.
2. Log in using your Extension and Password as usual.
3. (NetMeeting users only) Select the IP Extension Integrated with
check box and choose NetMeeting or QuickNet from the dropdown
list.
4. Click OK.
IP Extensions Using Microsoft NetMeeting 3.01
To use NetMeeting 3.01 as an IP extension, you need the following:
•A sound card.
•A Plantronics LS1 headset connected to the sound card. A
microphone and speakers should not be used sincethe speaker's output
would be fed back to the microphone and cause severe echoes.

8AltiClient Manual
•NetMeeting 3.01, which is automatically installed with Windows
2000. You can check your system to see if NetMeeting is installed by
looking under Programs>Accessories>Communication from the
Windows Start button. If not, it is available for download from the
Microsoft website at http://www.microsoft.com/windows/netmeeting/
download/default.asp.
•Additionalsystemrequirements as listed on the Microsoft website at
http://www.microsoft.com/windows/NetMeeting/
SystemRequirements/default.ASP.
Note: If you run two instances of AltiClient—one for desktop use
integrated with NetMeeting and one as a workgroup agent—be
sure tolaunchthe AltiAgentinstancefirst,and thedesktop instance
second; otherwise, the NetMeeting launch will fail.
Note also that AltiWare/AltiContact Manager uses conferencing
features that require the same data channels as NetMeeting. If
NetMeeting is running, you will see a prompt reminding you to
close the program.
In addition, processor-intensive applications will affect voice
quality.
To make and receive calls using NetMeeting:
• Connect your headset to your PC. Use the AltiAgent Dial and call
accepting functions as usual to make and receive calls.
IP Extensions Using QuickNet
To use QuickNet as an IP extension, you need the following:
•AQuickNet card (Internet phoneCARD or Internet phoneJACK).
•AQuickNet hardware and driver.
•A headset or analog phone connected to the QuickNet card. A
microphone and speakers should not be used sincethe speaker's output
would be fed back to the microphone and cause severe echoes.
Troubleshooting IP Connectivity
If problems occur, they may be due to a failure to connect to your ISP or
due to firewalls at your office preventing direct access to the AltiWare/
AltiContact Manager server.

AltiClient Manual 9
Getting Started
As a test, you can choose Run from the Windows Start menu, then enter
Ping <IP address> [ENTER]
where <IP address> is the AltiWare/AltiContact Manager system you
want to connect to. An example of the IP address format is
123.234.231.143
If you do not get a response, contact your LAN administrator for support.
Next, check to verify if ports are open.
Hiding or Exiting AltiClient
When you minimize the AltiClient desktop by clicking the
Minimize symbol (the dash), it is hidden—it doesn’t appear
anywhere in the Windows desktop except as a phone icon in
the tray in the lower right corner, as discussed below.
To exit AltiClient entirely, right click the phone icon and select Exit.
Pop Up when You Get a Call
You can configure to pop up when you have incoming calls. Pop ups work
when AltiAgent is hidden (minimized) but not when you have exited. See
“Screen Pop, Audio Beep, and Auto Close” on page 53.
Using the Windows Tray Phone Icon
After you log in, the AltiClient icon (a phone) is displayed on the Windows
tray, normally at the bottom right of your screen. When you have new voice
mail, the phone grows a small yellow envelope.
If the AltiClient interface is not on your Windows desktop, but this icon
appears in the Windows tray, you double-click it to open the AltiClient
main window, or you can right click it to pop up a menu, then select the
AltiClient window you want to open.

10 AltiClient Manual
Resizing the Display
You can resize many AltiClient windows using the standard Windows
method: place the cursor at a window edge or corner, then drag the window
to the size you want.
Also, the field size for any field can be increased or decreased by pointing
the cursor to either side of the field’s main column. The cursor changes to
a movable double bar (||) that can be moved to resize the column.
Call States
AltiWare/AltiContact Manager applications report the status of calls. A list
of the states includes the following:
•AA - the call is being transferred to an Auto Attendant/IVR
•Busy - callee is busy or not available
•Call Pending - the call is placed into a workgroup queue
•Conference - the call is in conference
•Connect - the call is connected
•Dial Tone - a dial tone is present, AltiAgent is ready to dial out
•Error - receipt of an error tone
•Hold - the call is on hold
•Hold Pending - the call is being transferred or conferenced
•Idle - the extension is not in use
•Music on Hold - an extension user placed the call on hold to take
another call
•Park - the call is parked
•Play - playing voice mail
•Proceeding - the outgoing call is in progress
•Record - recording an introductory message
•Ringback - caller receives this state while callee is ringing
•Ringing - there is an incoming call
•Voice mail - the call is in voice mail