Altigen AltiView User manual

Voice
Internet
Data
Shaping the Future of Converged Communications
AltiView
TM
4.5
02/02 4503-0001-4.5
User Guide

AltiView™
for AltiWare Open Edition (OE) Release 4.5
Manual
Revised: 02/2002 4503-0001-4.5

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, 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. 2000. All rights reserved.
Printed in U.S.A.02/2002 Part Number 4503-0001-4.5

AltiView Manual iii
Contents
Warranty............................................v
CHAPTER 1
Installation.........................................1
ClientSystemRequirements ..............................1
Session Licensing and License Upgrade Procedures . . . . . . . . . . . . 2
InstallationandSetup....................................3
Pre-InstallationChecklist...............................3
Installing AltiView on a Client System . . . . . . . . . . . . . . . . . . . . 3
Uninstalling AltiView. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 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 AltiView . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
UsingtheWindowsTrayPhoneIcon......................9
ResizingtheDisplay...................................9
CallStates ...........................................10
ErrorMessages........................................11
CHAPTER 3
UsingAltiView ....................................15
AbouttheMainWindow..............................15

iv AltiView Manual
AbouttheCallsList..................................17
HandlingCalls........................................17
Dialing............................................18
PlacingCallsonHold.................................20
Using Call Waiting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
TransferringCalls....................................21
ConferencingCalls...................................23
UsingAccountCodes.................................24
UsingVoiceMail......................................25
AbouttheVoiceMailWindow.........................25
ListeningtoYourVoiceMail ..........................26
MonitoringExtensionActivity ...........................32
ChoosingExtensionstoMonitor........................33
ViewingtheCallHistory..............................34
CHAPTER 4
ConfiguringYourStationSettings ....................37
ApplyButtonandOKButton...........................37
GeneralInformation....................................38
Default Trunk Access. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
VoiceMailPlayOptions..............................39
ScreenPop,AudioBeep,andAutoClose.................39
Accessing Databases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
CallHandling.........................................40
One Number Access (ONA). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
MessageNotification...................................46
StationSpeedDialingSetup..............................48
AddingorEditingStationSpeedEntries..................49
SystemSpeedDialing ................................49
Index...............................................51

AltiView 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.

vi AltiView 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, available from the AltiGen website at http://www.altigen.com/
partner/product.htm, to 510-252-9738, attention to Customer Service.
AltiGen reserves theright to refuse returnof any materialthat 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].

AltiView Manual vii
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.

viii AltiView Manual

AltiView Manual 1
Installation
C HAPTER 1
Installation
The following items are included in the AltiView 4.5 package:
• AltiView License Key
• AltiView 4.5 User Guide
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.
• 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
•32MBRAM
• SVGA monitor (800 x 600) with 256 color display, or better
• Keyboard and Mouse
• AltiWare OE Release 4.5 running on a server accessible to this client.
AltiView is call management software that runs with the AltiWare OE 4.5
system. The AltiView software can be installed on a Windows 95/98/2000
or Windows NT PC.
To install the AltiView client software, you can load AltiView client on a
network server and then using your company’s distribution software to
deliver the AltiView client software to each desktop PC.
Most frequently, this means loading thesoftware onto a sharednetwork file
server and copying the softwareto each desktop PC. Alternatively, you can
use the AltiClient CD ROM to install the program on each desktop.

2AltiView Manual
Session Licensing and License Upgrade
Procedures
AltiWare OE (Release 4.5 or higher) comes with one free licensed
connection to support an AltiView client.
You can upgrade to Contact Advantage (formerly Center), an application
that includes AltiView as well as AltiAgent (for workgroup agents) and
AltiSupervisor (for workgroup supervisors) by purchasing a Contact
Advantage Server License and adding client sessions.
If you upgrade to Contact Advantage, session licenses can be added to the
AltiWare server at any time and in discrete numbers: e.g. 4, 8, 16, and/or
32 simultaneous sessions.
• 8/14 Station/Session License
• 12/18 Station/Session License
• 24/30 Station/Session License
• 48/54 Station/Session License
• 72/78 Station/Session License
• Site (per Server)/Station Session License
• 8/14 Station/Session License
The AltiWare server does not need to be rebooted to activate these new
connections.
Upgrading Licenses
To increase the number of simultaneous AltiView sessions, refer to the
license activation and registration procedures in Chapter 2 - Software
Installation of the AltiWare OE System Installation and Administration
Manual.
You can verify the new number of extensions when you run AltiAdmin by
selecting About AltiWare… on the Help menu, then clicking the License
Information button to view a window that displays licenses and session
information.

AltiView Manual 3
Installation
Installation and Setup
Pre-Installation Checklist
Before installing AltiView, please review the following checklist:
• Make sure that AltiWare OE 4.5 has been installed on the AltiServ
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.
• Make sure License Key has been installed and activated.
Installing AltiView 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 AltiView
1. From the Windows Startmenu, select Programs AltiView
Uninstall AltiView.
2. Click OK when the dialog box asks if you want to uninstall the
program, and respond to any additional prompts.
MicrosoftOutlookandOutlookExpressSupport
AltiViewsupports Microsoft Outlook 97, 98, and 2000, and Outlook
Express5.0, allowing youto obtain phone numbers todial froma Microsoft
Contact list. AltiViewalso lets you see the incoming calls that have a
matching record in the Contact list.
AltiView that you to set up the Outlook Contacts list prior to using this
feature in AltiView.

4AltiView Manual
ACT!/GoldMine® Support
AltiViewsupports 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. Contact Advantage also lets
you see the matching record from the contact database list of the incoming
calls.
QuickNet Integration
AltiView 4.5 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 AltiView installation and
logon, AltiView will then enable functionality to control real-time voice
compression/decompression functions through a GUI.

AltiView Manual 5
Getting Started
C HAPTER 2
Getting Started
AltiView 4.5 is designed for general desktop PC users in an AltiServ
environment. With AltiView you can access, configure, and perform
several of AltiServ’s PBX functions directly from the desktop. These
functions include call handling, call forwarding, voice messaging,
extension monitoring, and One Number Access. In addition, AltiView
integrates with contact management software including Microsoft Outlook
and Outlook Express, ACT!, and GoldMine® for caller screen pops and
dialing out from these powerful applications. This information can be
stored to an internal or external CDR database for future review and
analysis.
Logging In
Before you log in
When you launch AltiClient 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, AltiServ replaces the name with the
IP address, eliminating the need of a DNS (Domain Naming System)
search.
To obtain the AltiServ 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 using a low-speed connection, thelogin
may take some time asa largeamount of data is transferred toyour desktop.

6AltiView Manual
To log in:
1. Run the AltiView application and, if this is the first login to this
AltiServ system, enter the server’s IP address or 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 AltiView.
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 AltiView desktop to access AltiServ 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 asan 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

AltiView Manual 7
Getting Started
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. Click OK to complete the login.
Logging In Remotely Using an IP Extension
You can access AltiView from a remote location by 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.

8AltiView Manual
•A Plantronics LS1 headset connected to the sound card. A
microphone and speakers should not be usedsince the speaker's output
would be fed back to the microphone and cause severe echoes.
•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: AltiServ 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 AltiView 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 usedsince the 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 AltiServ
server.
As a test, you can choose Run from the Windows Start menu, then enter
Ping <IP address> [ENTER]

AltiView Manual 9
Getting Started
where <IP address> is the AltiServ 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 AltiView
When you minimize the AltiView 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 AltiView entirely, right click the phone icon and select Exit.
Pop Up AltiView when You Get a Call
You can configure AltiView to pop up when you have incoming calls. Pop
ups work when AltiView is hidden (minimized) but not when you have
exited. See “Screen Pop, Audio Beep, and Auto Close” on page 39.
Using the Windows Tray Phone Icon
After you log in, the AltiView 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 AltiView interface is not on your Windows desktop, but this icon
appears in theWindows tray, you double-click it to openthe AltiView main
window, or you can right click it to pop up a menu, then select the AltiView
window you want to open.
Resizing the Display
You can resize many AltiView windows using the standard Windows
method: place the cursor at a window edge or corner, then drag the window
to the size you want.

10 AltiView Manual
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
AltiServ applications report the status of calls. A list of the states includes
the following:
•AA - the call is being transferred to an Auto Attendant
•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

AltiView Manual 11
Getting Started
Figure 2. Status Field - AltiView main window
Error Messages
The following errors may be displayed as login or connectivity errors.
Error Message Description Solution
AltiServ connection
limit has been
exceeded.
No license was found
OR more than allowed
number of AltiView
users have attempted to
log on.
Maintain the number of AltiV-
iew license keys or add addi-
tional session licensing.
Cannot connect to
AltiLink. Please check
server name or net-
work connection.
You are not connected
to AltiServ. Check the server field (IP address or DNS name) by:
1. Pinging the network server
address OR
2. Try using the IP address of
AltiServ (if using the DNS
name in the server field).
Cannot access voice
mail list while mail
boxinuse.
Mailboxisinuseby
the AltiGen Voice Mail
System and is tempo-
rarily unavailable.
Wait a while, then try again.