Altigen AltiView User manual

AltiView™
for AltiWare ACC Release 5.1
and AltiWare ACM Release 5.1
Manual
Revised: 11/2007 Version #3 4503-0001-5.1

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.
Part Number 4503-0001-5.1

AltiView Manual iii
Contents
Warranty . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .vii
CHAPTER 1
About AltiView . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1
New in Version 5.1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Microsoft Outlook and Outlook Express Support . . . . . . . . . . . . . . 1
ACT!/GoldMine® Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
Licensing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
CHAPTER 2
Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3
Pre-Installation Checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Installing AltiView on a Client System . . . . . . . . . . . . . . . . . . . . . . 3
Uninstalling AltiView . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Automatic Upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Downgrade Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
CHAPTER 3
Getting Started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7
Logging In . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Version Mismatch Dialog Box . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Reconnecting to AltiView . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Logging In Remotely . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
IP Extensions Using IPTalk . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Troubleshooting IP Connectivity . . . . . . . . . . . . . . . . . . . . . . . . 10
Exiting and Minimizing AltiView . . . . . . . . . . . . . . . . . . . . . . . . . 10
Using the Windows Tray Phone Icon. . . . . . . . . . . . . . . . . . . . . 11
Resizing the Display. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Error Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

iv AltiView Manual
CHAPTER 4
Using AltiView . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .13
Handling Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Dialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Placing Calls on Hold. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Using Call Waiting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Transferring Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Conference Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Station Conferencing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
MeetMe Conference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Working in the MeetMe Conference Window. . . . . . . . . . . . . . 27
Creating a Meeting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
E-mailing a Meeting Invitation . . . . . . . . . . . . . . . . . . . . . . . . . 33
Starting and Stopping a Meeting . . . . . . . . . . . . . . . . . . . . . . . . 34
What the MeetMe Conference Host Can Do . . . . . . . . . . . . . . . 34
Continuing a Meeting Beyond Its Duration Time . . . . . . . . . . . 34
Joining a MeetMe Conference . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Recording Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Recording on Demand . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Using Account Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Using Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Listening to Your Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Saving Remotely or Locally. . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Deleting a Message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
Returning a Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
Attaching a Note. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
Forwarding Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Working with Voice Mail Groups (Distribution Lists) . . . . . . . 42
Monitoring Extension Activity . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
Choosing Extensions to Monitor . . . . . . . . . . . . . . . . . . . . . . . . 43
Reading the Monitor List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
Calling or Picking Up Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
Viewing the Call History . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

AltiView Manual v
CHAPTER 5
Configuring Your Station Settings . . . . . . . . . . . . . . . . . . . .47
General Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
Default Trunk Access. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
Voice Mail Play Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
IPTalk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
Screen Pop, Audio Beep, and Auto Close . . . . . . . . . . . . . . . . . 49
Accessing Databases. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
Color Selection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Miscellaneous. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
One Number Access (ONA) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
Before You Set Up ONA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
Setting Up One Number Access. . . . . . . . . . . . . . . . . . . . . . . . . 51
Call Handling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
Voice Mail Groups (Distribution Lists) . . . . . . . . . . . . . . . . . . . 58
Working on Voice Mail Group Lists . . . . . . . . . . . . . . . . . . . . . 59
Station Speed Dialing Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
System Speed Dial Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
Index. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .65

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 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 returnedto AltiGen musthave an associated RMAnumber.RMA numbers
are issued by AltiGen Technical Support and can be obtained by calling 1-888-258-4436 or
faxinganRMA formto510-252-9738, attentionTechnical Support. AltiGenreserves theright
to refuse returnof any material that does not have an RMA number. The RMA numbershould
be clearly marked on the outside of the box in which the material is being returned. For
example:
Attn.: RMA #123
AltiGen Communications, Inc.
4555 Cushing Pkwy.
Fremont, CA 94538
Upon authorization of return, AltiGen will decide whether the malfunctioning product
will be repaired or replaced.
2. To obtain warranty service, you will be required to provide:
a) the date and proof of purchase
b) serial number of the product
c) your name and company name
d) your shipping address
e) a description of the problem.
3. For additional information contact your AltiGen Dealer or AltiGen Communications, Inc.
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
About AltiView
AltiView is call management software for the general desktop PC user. It
runs with the AltiWare AltiContact Center (ACC) or AltiWare AltiContact
Manager (ACM) systems. AltiView users can access, configure, and
perform several of the system’s PBX functions directly from the desktop,
including call handling, call forwarding, voice messaging, extension
monitoring, conferencing, and One Number Access.
In addition, AltiView integrates with Microsoft Outlook and Outlook
Express,ACT!,and GoldMine®for caller screenpops anddialing out from
these applications.
Call information can be stored to an internal or external CDR database for
future review and analysis.
New in Version 5.1
• MeetMe Conference scheduling, monitoring, and control.
• Dial Pad and Flash key.
• Ability to manage Activity greetings.
• Ability to transfer or conference by clicking on an entry on the Speed
Dial tab or Monitor tab.
• When the user clicks Delete All in Call History, confirmation is
required.
• IPTalk user can specify a different ring device when away from the
desk (for example, the PC speakers instead of the headset system) so
that the ring can be heard.
MicrosoftOutlookandOutlookExpressSupport
AltiView supports Microsoft Outlook 2000, 2003, and Outlook Express
5.0, allowing you to obtain phone numbers to dial from a Microsoft Contact
list. AltiView also lets you see the incoming calls that have a matching
record in the Contact list.
You must set up the Outlook Contacts list prior to using this feature.

2AltiView Manual
You can configure a Country Code field (in the Config window, General
Info tab) 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.
Licensing
AltiView requires an AltiView session license to be installed at the
AltiWare ACC/ACM system. A concurrent login session is governed by
the AltiView session license.
A system administrator can verify the licenses in AltiWare Admin by
selecting About AltiWare or About ACC/ACM Admin on the Help
menu, then clicking the License Information button, which opens a
window that displays licenses and session information.
The IPTalk feature requires the purchase, registration and activation of the
IPTalk License.

AltiView Manual 3
Installation
C HAPTER 2
Installation
The client system must meet the following minimum requirements.
• IBM/PC AT compatible system
• Intel 133 MHz Pentium or equivalent
• Windows 2000 Server/Professional with SP4, or Windows XP
Professional
• 250 MB available hard drive disk space
• 256 MB RAM
• SVGA monitor (800 x 600) with 256 color display, or better
• Keyboard and mouse
• AltiWare ACC/ACM 5.1 running on a server accessible to this client.
Pre-Installation Checklist
Before installing AltiView, make sure the following is done:
• AltiWare ACC 5.1 or AltiWare ACM 5.1 has been installed on the
system server.
• TCP/IP is enabled on both machines.
• The client is able to connect to the server on the network.
• The person installing AltiView has local administrator rights on the
client PC.
• The AltiView License Key has been installed and activated on the
system server.
Installing AltiView on a Client System
When the above items are done, follow these steps on the client machine:
1. Exit all Windows applications.
2. Insert the AltiWare 5.1 Clients CD into the CD ROM drive.

4AltiView Manual
3. Open the AltiView folder, and run the Setup program in that folder,
following the step-by-step installation instructions as they appear on
the screen.
Alternatively, if your system administrator has loaded AltiView on a
shared network server, you can copy the files in the AltiView folder to your
desktop PC, and run the AltiView Setup program.
Uninstalling AltiView
1. From the Windows Start menu, select Control Panel > Add/Remove
Programs > AltiView to uninstall AltiView.
2. Click Remove, and respond to any additional prompts.
Automatic Upgrade
Each time you start up AltiView, 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 AltiView is out-of-date, you are
prompted for upgrade permission. If you automatically upgrade, the
AltiView startup 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 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
AltiView 5.1 program and ALL OTHER 5.1 client applications
(including AltiAgent, AltiSupervisor, AltiConsole and CDR Search
5.1).
2. Reboot your system.
3. Go to “<local drive>:Program Files\AltiGen\Shared Files\” and
remove AlpInterface.dll.

AltiView Manual 5
Installation
Note: The AlpInterface might be located under
\WinNT\System32\, \Windows\System32\ or some
other location. Use the SearchforFilesand Foldersfeature to
locate and remove all AlpInterface.dll files from the system.
4. Install the AltiView 5.0A software.

6AltiView Manual

AltiView Manual 7
Getting Started
C HAPTER 3
Getting Started
Start AltiView from the Microsoft Windows Start menu, by choosing
Start > All Programs > AltiView.
Note: For users running Windows XP SP2, a firewall protection Security
Alert may pop up when opening the login window. If this happens,
click Yes to allow AltiView to run.
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 a low-speed connection, the login
may take some time, since a large amount of data is transferred to your
desktop.
Logging In
1. If this is your first login to this AltiWare ACC/ACM system, enter the
system server’s IP address or the name of the system server you will
be using. To obtain the server name or IP address, ask your IT
administrator.
(Subsequently, when you log in, you’ll see the IP address in the Server
Name field.)
2. Enter your Extension number and Password assigned to your phone.

8AltiView Manual
If you want to store your login password and have it entered
automatically the next time you log in to AltiView, check the Always
save password check box.
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).
3. If your extension is an IP extension and you will be using a headset,
check the IP Extension Integrated with IPTalk option.
Note: IPTalk is only supported on Windows XP and Windows 2000.
It is not supported on Windows 98.
(Even if you do not have an IP phone, as long as your extension is set
up as an IP extension by your system administrator, you can select the
IP Extension Integrated with IPTalk check box.)
See “Logging In Remotely” on page 9 for more information on using
IP extensions remotely.
4. Click OK.
Version Mismatch Dialog Box
If your version of AltiView doesn’t match the version of AltiWare on the
system server, you are prompted for upgrade permission when you try to
log in. If you allow upgrade at this time, the AltiView startup is terminated
and a software upgrade session is started. Restart AltiView to run the newer
version. (See “Automatic Upgrade” on page 4 for more details.)
Reconnecting to AltiView
When a connection with the phone server is broken, a message box pops up
asking if you want to connect again. Clicking Yes will restore the
connection without you having to go through the log-in process again.

AltiView Manual 9
Getting Started
Logging In Remotely
You can use AltiView from a remote location if
• AltiView is installed on your remote computer.
• Your extension is configured as an IP extension by your system
administrator.
• You have AltiGen-certified IP phone/adapter equipment.
Consult your system administrator or authorized AltiGen dealer for details
on obtaining this equipment.
All the call handling functionsare the same as when you log 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 phone calls as you would at the
office.
To log in from a remote location
1. If you connect to the Internet through a modem connection, establish
a connection to your internet service provider (ISP).
2. Log in using your Extension and Password as usual.
3. If you will be using a headset plugged into your PC, select the IP
Extension Integrated with IPTalk check box.
4. Click OK.

10 AltiView Manual
IP Extensions Using IPTalk
To use IPTalk, you need an AltiGen-certified USB headset system
(Plantronics headset recommended).
Important: You can run only one instance of AltiView with IPTalk per
system.
To make and receive calls using IPTalk
1. Connect your headset to your PC.
2. Use the AltiView dialing 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
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 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.
Also, check to verify that the necessary ports are open.
Exiting and Minimizing AltiView
To exit AltiView, click the X in the top right
corner of the screen. To minimize AltiView,
click the Minimize symbol . AltiView shrinks to a phone icon in the
tray in the lower right corner of your screen.
To exit AltiView when it is minimized, 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 minimized but not when you have exited. See
“Screen Pop, Audio Beep, and Auto Close” on page 49.

AltiView Manual 11
Getting Started
Using the Windows Tray Phone Icon
After you log in, the AltiView icon (a yellow phone) is displayed in the
Windows tray, normally at the bottom right of your screen. When you have
new voice mail, the phone icon is replaced with a yellow envelope icon.
If AltiView is not on your Windows desktop, but either icon appears in the
Windows tray, double-click it to open the 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.
Columns can be resized by placing the cursor on a column divider in the
header area until the cursor changes to a movable double bar (||). Then
move the bar to resize the column.
Error Messages
The following errors may be displayed as login or connectivity errors.
Error Message Description Solution
AltiWare connection
limit has been exceeded. No license was found OR more than allowed num-
ber of AltiView users
have attempted to log on.
Maintain the number of AltiView
license keys or add additional ses-
sion licensing.
Cannot connect to
AltiLink. Please check
server name or network
connection.
You are not connected to
AltiWare. Check the server field (IP address or DNS name) by:
1. Pinging the network server
address OR
2. Try using the IP address of Alti-
Ware (if using the DNS name in
the server field).

12 AltiView Manual
Cannot access voice mail
list while mail box in use. Mail box is in use by the AltiGen Voice Mail Sys-
tem and is temporarily
unavailable.
Wait awhile, then try again.
Mail service is unavail-
able. Please check with
your administrator.
Voice mail service is not
enabled on AltiWare. Make sure voice mail service is started.
Please register AlpInter-
face.dll (regsver32
AlpInterface.dll).
AltiView uses this dll to
communicate with Alti-
Ware. It should be regis-
tered in user system.
Re-register this file. Type in DOS
command window, regsver32
AlpInterface.dll
Change directory to AltiView
directory, type regsver32
AlpInterface.dll
You have entered an
invalid password. Please
try again.
The password is incorrect. Enter your extension password.
Cannotuse “IPExtension
integrated with IP-Talk.” You tried to log in with the IP extension option
without the IP-Talk
License.
Confirm that your extension is set
up as an IP extension with
dynamic IP address and that an IP-
Talk License has been registered.
The version of AltiView
on your desktop is out of
date.
The installed version of
AltiView does not match
the version of AltiWare on
the system server.
Upgrade AltiView to match the
current running version of Alti-
Ware.
Error Message Description Solution