Altigen AltiView User manual

AltiView™
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 4503-0001-5.0A

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. 2005. All rights reserved.
Printed in USA 07/2006 Part Number 4503-0001-5.0A

AltiView Manual iii
Contents
Warranty . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .vii
CHAPTER 1
Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1
New in Version 5.0A . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Client System Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
Licensing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Installation and Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Pre-Installation Checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Installing AltiView on a Client System . . . . . . . . . . . . . . . . . . . . 3
Uninstalling AltiView. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Auto Upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Downgrade Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Microsoft Outlook and Outlook Express Support . . . . . . . . . . . . . . 5
ACT!/GoldMine® Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
CHAPTER 2
Getting Started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7
Logging In . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Reconnecting to AltiView . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Logging In Remotely Using an IP Extension . . . . . . . . . . . . . . . . . 9
IP Extensions Using IP-Talk . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Troubleshooting IP Connectivity . . . . . . . . . . . . . . . . . . . . . . . . 10
Hiding or Exiting AltiView . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Using the Windows Tray Phone Icon. . . . . . . . . . . . . . . . . . . . . 11
Resizing the Display. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Call States . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Error Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

iv AltiView Manual
CHAPTER 3
Using AltiView . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .15
About the Main Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
About the Calls List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Handling Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Dialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Placing Calls on Hold. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Using Call Waiting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Transferring Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Conferencing Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Recording Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Using Account Codes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Using Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
About the Voice Mail Window . . . . . . . . . . . . . . . . . . . . . . . . . 31
Listening to Your Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Monitoring Extension Activity . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Choosing Extensions to Monitor . . . . . . . . . . . . . . . . . . . . . . . . 36
Viewing the Call History . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Viewing the Speed Dial List . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
CHAPTER 4
Configuring Your Station Settings . . . . . . . . . . . . . . . . . . . .41
Apply Button and OK Button. . . . . . . . . . . . . . . . . . . . . . . . . . . 41
General Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
Default Trunk Access. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
Voice Mail Play Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
Screen Pop, Audio Beep, and Auto Close . . . . . . . . . . . . . . . . . 43
Accessing Databases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
Color Selection. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
Release IP Trunk Link Tie . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
Insert Dialing Prefix. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
One Number Access (ONA) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Call Handling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
VM Groups (Distribution Lists). . . . . . . . . . . . . . . . . . . . . . . . . 53

AltiView Manual v
Accessing Voice Mail Group Lists. . . . . . . . . . . . . . . . . . . . . . . 53
Station Speed Dialing Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
Adding or Editing Station Speed Entries . . . . . . . . . . . . . . . . . . 56
System Speed Dialing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
Index. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .59

vi AltiView Manual

AltiView Manual vii
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:

viii AltiView Manual
1. Take or ship the product (shipment prepaid) to your AltiGen distributor or to AltiGen
Communications, Inc.
Allmaterialsbeing returnedtoAltiGen must have an associated RMAnumber. 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
RMAnumber shouldbeclearlymarked on the outsideof 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. Foradditional information contact yourAltiGen Dealer orAltiGen Communications, 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.

AltiView Manual 1
Installation
C HAPTER 1
Installation
AltiView is call management software that runs with the AltiWare OE/
ACC 5.0A or ACM 5.0A system.
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 the software onto a shared network file
server and copying the software to each desktop PC. Alternatively, you can
use the AltiView CD ROM to install the program on each desktop.
The following items are included in the AltiView 5.0A package:
• AltiView Session License Key
• AltiView 5.0A Manual
If any of these items are missing or damaged, please contact your
Authorized AltiGen dealer.
Important: 4.6 client programs cannot be installed in the same PC running
5.0A client programs.
New in Version 5.0A
•Support for IPTalk - When logging into AltiView, a new option, IP
Extension integrated with IPTalk, can be selected. The IPTalk
option replaces NetMeeting when the user uses AltiView as a soft-
phone client. An IP-Talk License must be purchased and registered in
order to use the IP-Talk feature.
—IP-Talk Mute button in Main Window - a Mute button enables a
mute function during conversation. When mute is enabled, a mute
symbol appears in the main window.
—Headset Volume Control - the headset volume control can be
invoked by AltiViewusing the VolumeControlbutton on themain
window of AltiView.
•Add extension Activity field in Monitor window - an Extension
Activity field is added to the Monitor window of AltiView.

2AltiView Manual
•Setting Activity made easier - from the AltiView main window, use
the Activity drop down list to select the activity for the extension.
•Inputted number kept when switching between Voice Mail and
Calls tab
•Reconnect button when connection is dropped - In 5.0, when a
connection between AltiServ and AltiView is broken, AltiView pops
a message box informing the user about the broken connection; the
user can only click on OK to end the application. In 5.0A, when the
connection is broken, AltiView will pop a message box to inform the
user and will also provide a Reconnect button. The Reconnect button
will connect to AltiServ again without having to log back onto
AltiView to re-enter the extension number and password.
•Changed Auto Answer minimum duration to 0 seconds - The Auto
Answer minimum duration is reduced from 3 to 0 seconds. If the
duration is set to 0, all incoming calls will go connect state right away.
Both caller and callee will not hear ring tone.
Client System Requirements
The client system must each meet the following minimum requirements.
For server system requirements, see the AltiWare OE/ACC System
Installation and Administration Manual or the AltiContact Manager
Administration Manual.
• IBM/PC AT compatible system
• Intel 300 MHz (or faster) Pentium
• Windows 98 (or higher), or Windows 2000, or Windows NT 4.0 or
higher, Server or Workstation.
• 30 MB Hard Drive Disk Space
• 128 MB DRAM
• SVGA monitor (800 x 600) with 256 color display, or better
• Keyboard and Mouse
• AltiWare OE/ACC Release 5.0A or AltiContact Manager 5.0A
running on a server accessible to this client.

AltiView Manual 3
Installation
Licensing
AltiView requires an AltiView session license to be installed at the
AltiWare/ACM system. Concurrent login session is governed by the
AltiView session license.
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.
The IP Talk feature requires the purchase, registration and activation of the
IP-Talk License.
Installation and Setup
Pre-Installation Checklist
Before installing AltiView, please review the following checklist:
• Make sure that AltiWare OE/ACC 5.0A or ACM 5.0A has been
installed on the 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 AltiWare OE/ACC 5.0A/ACM 5.0A CD into the CD ROM
drive.
3. Run the Setup program under AltiView\ and follow the step-by-step
installation instructions as they appear on the screen.

4AltiView Manual
Uninstalling AltiView
1. From the Windows Start menu, select Control Panel Add/
Remove Programs to uninstall AltiView.
2. Click OK when the dialog box asks if you want to uninstall the
program, and respond to any additional prompts.
Auto Upgrade
During startup, AltiView 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 AltiView application is terminated and a
software upgrade session is started. Restart AltiView to run the newer
version.
Note: For remote AltiView users outside the firewall, TCP port 10050 is
required to be open to allow auto upgrade. Also, 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
AltiView 5.0A program and ALL OTHER 5.0 client applications
(including AltiAgent, AltiSupervisor, AltiConsole and CDR Search
5.0A).
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 AltiView 5.0 software.

AltiView Manual 5
Installation
MicrosoftOutlookandOutlookExpressSupport
AltiView supports Microsoft Outlook 97, 98, and 2000, 2003, and Outlook
Express5.0,allowing youtoobtainphone numberstodialfrom a Microsoft
Contact list. AltiView also lets you see the incoming calls that have a
matching record in the Contact list.
AltiView requires that you set up the Outlook Contacts list prior to using
this feature in AltiView.
A Country Code field can be configured (in General Info) by the local user
to help convert standard international phone numbers in Outlook to correct
digit strings for AltiWare.
ACT!/GoldMine® Support
AltiView supports ACT! and GoldMine® contact management software,
allowing you to obtain phone numbers to dial from the ACT! or
GoldMine® contact database list. AltiView also lets you see the matching
record from the contact database list of the incoming calls.

6AltiView Manual

AltiView Manual 7
Getting Started
C HAPTER 2
Getting Started
AltiView is designed for general desktop PC users in an AltiWare or
AltiContact Manager environment. With AltiView you can access,
configure,andperform several of thesystem’sPBXfunctionsdirectly 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
informationcanbe stored to aninternalor external CDRdatabase for future
review and analysis.
Logging In
Important: For users running Windows XP SP2, a firewall protection
Security Alert will pop up when opening the client login
window.
Before you log in
When you launch AltiView 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 system’s 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
Internet Service Provider. If you’re using alow-speedconnection, the login
maytake some time asalargeamount of data is transferredto your desktop.

8AltiView Manual
To log in:
1. Run the AltiView application and, if this is the first login to this
AltiWare/AltiContactManagersystem,entertheserver’sIPaddressor
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.
Check the Always save password check box to store your login
password the next time you access AltiView.
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).
3. IP Extension Integrated with IP-Talk option (grayed out if your
extension is not set up as an IP extension.)
Note: IPTalk will use H.323 as its VoIP protocol, and G.711 (mu
law) and G.723.1 (6.3k) codecs. IPTalk is only supported on
Windows XP, Windows 2000 and Windows 2003, it is not
supported on Windows 98 or Windows NT.
If you do not have an IP phone and you want your AltiView desktop
to access AltiWare/AltiContact Manager as an IP extension, select the
IP Extension Integrated with IP-Talk check box.
To do this, your extension must be set up as an IP extension by your
system administrator.

AltiView Manual 9
Getting Started
Refer to the discussion in the next section for more information on
using IP extensions.
4. Click OK to complete the login.
Reconnecting to AltiView
When a connection between AltiServ and AltiView is broken, AltiView
will pop a message box to inform the user and reconnect the call. Clicking
Yes will connect to AltiServ again without having to log back onto
AltiView to re-enter the extension number and password.
Figure 2. Reconnect to AltiView
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.
Consult your system administrator or authorized AltiGen dealer for details
on obtaining and using any ofthese options. The IP Talk option isdiscussed
in the next section.

10 AltiView Manual
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. Select the IP Extension Integrated with IP-Talk check box.
4. Click OK.
IP Extensions Using IP-Talk
To use IPTalk as an IP extension, you need the following:
•A sound card or USB sound device/headset (Plantronics headset
recommended)
Important: You can only run one instance of AltiAgent with IPTalk per
system.
To make and receive calls using IPTalk:
• Connect your headset to your PC. Use the AltiAgent Dial and call
accepting functions as usual to make and receive calls.
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.
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 AltiView

AltiView Manual 11
Getting Started
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 43.
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 turns into a small yellow envelope.
If the AltiView interface is not on your Windows desktop, but this icon
appears in the Windows tray, double-click it to open the AltiView main
window, or rightclick it to popup a menu, thenselectthe AltiView window
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.
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

12 AltiView Manual
•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, AltiView 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