Altigen Contact Advantage User manual

Shaping the Future of Converged Communications
Contact Advantage 4.5
1
1-4.5
www.altigen.com
Voice
Internet
Data
Manual

Contact Advantage™
AltiView™, AltiAgent™, and AltiSupervisor™
for AltiWare Open Edition (OE) Release 4.5
Manual
Revised 02/2002 4504-0011-4.5

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
yoursole 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: [e-mail]
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 4504-0011-4.5

Contact Advantage Manual i
Contents
Warranty............................................v
CHAPTER 1
Installation.........................................1
ClientSystemRequirements ..............................1
SessionLicensingandLicenseUpgradeProcedures............2
InstallationandSetup....................................3
Pre-InstallationChecklist...............................3
InstallingContactAdvantageonaClientSystem............3
UninstallingContactAdvantage..........................3
Microsoft Outlook and Outlook Express Support ..............3
ACT!/GoldMine®Support ...............................4
QuickNetIntegration ....................................4
CHAPTER 2
GettingStarted .....................................5
Logging In ............................................5
Logging In Remotely Using an IP Extension . . ...............7
IPExtensionsUsingMicrosoftNetMeeting3.01.............8
IPExtensionsUsingQuickNet...........................8
Troubleshooting IP Connectivity .........................9
HidingorExitingContactAdvantage .......................9
Using the Windows Tray Phone Icon. .....................9
ResizingtheDisplay..................................10
CallStates............................................10
ErrorMessages........................................11
CHAPTER 3
UsingContactAdvantageasaDesktopUser............15
AbouttheMainWindow ..............................16

ii Contact Advantage Manual
About the Calls List ..................................18
HandlingCalls........................................18
Dialing............................................18
PlacingCallsonHold.................................21
UsingCallWaiting...................................22
TransferringCalls....................................22
ConferencingCalls...................................24
Using Account Codes. . . ..............................25
UsingVoiceMail......................................26
About the Voice Mail Window . ........................26
ListeningtoYourVoiceMail ..........................27
Monitoring...........................................33
Choosing Workgroups to Monitor .......................34
ViewingtheCallHistory..............................36
CHAPTER 4
UsingContactAdvantageasaWorkgroupAgent........39
WorkgroupLogin .....................................40
LoggingOutorChangingWorkgroups.....................40
About the Main Window . . ..............................41
CallHandling.........................................42
SettingStatustoReadyorNotReady....................43
Viewing,Sharing,orPushingData......................43
Monitoring...........................................45
Choosing Workgroups to Monitor .......................45
ViewingtheCallHistory..............................47
ViewingWorkgroupStatistics..........................48
ViewingQueues.....................................49
CHAPTER 5
UsingContactAdvantageasaSupervisor ..............51
LoggingIn ...........................................51
ViewingGroupStatistics................................53
ViewingAgentStatistics ................................55
ViewingaHistoryofAgentActivity.....................56

Contact Advantage Manual iii
ViewingAgentCurrentStatus ............................57
Monitoring—ListeninginandBargingIn ...................58
ViewingtheQueues....................................59
WorkgroupCDRSearch...............................60
WorkgroupStatisticsSearch............................62
SearchResults.........................................63
CHAPTER 6
ConfiguringYourStationSettings ....................65
ApplyButtonandOKButton...........................65
GeneralInformation....................................66
DefaultTrunkAccess.................................66
VoiceMailPlayOptions ..............................67
ScreenPop,AudioBeep,andAutoClose .................67
AccessingDatabases..................................67
CallHandling.........................................69
One Number Access (ONA) ..............................70
MessageNotification ...................................73
StationSpeedDialingSetup..............................75
AddingorEditingStationSpeedEntries..................75
SystemSpeedDialing.................................76
Index...............................................77

iv Contact Advantage Manual

Contact Advantage 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.
WhomtheWarrantyProtects
This warranty is valid only for the first end user purchaser.
What the Warranty Does Not Cover
1. Any product on which the serialnumber 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 Contact Advantage Manual
3. Shipping, installation, set-up and removal service charges.
HowtoObtainService
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.
AltiGenreservesthe righttorefusereturnofanymaterialthatdoesnothave
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 [e-mail].

Contact Advantage 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 Contact Advantage Manual

Contact Advantage Manual 1
Installation
C HAPTER 1
Installation
The following items are included in the Contact Advantage 4.5 package:
• Contact Advantage 4.5 User Guide
• Contact Advantage License Key
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.
•30MBHardDriveDiskSpace
•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.
Contact Advantage is an optional software package that runs with the
AltiWare OE 4.5 system. To enable the features in this package, the
Contact Advantage 4.5 License Key must be installed in AltiWare. Once
the license key is installed, session licenses must also be installed to enable
client sessions.
To install the Contact Advantage client software, you can load Contact
Advantage client on a network server and then using your company’s
distribution software to deliver the Contact Advantage client software to
each desktop PC.

2Contact Advantage Manual
Mostfrequently,thismeansloadingthe software onto ashared network file
serverand copying the software to each desktop PC.Alternatively, you can
use the AltiClient CD ROM to install the program on each desktop.
Session Licensing and License Upgrade
Procedures
AltiWare OE (Release 4.5 or higher) comes with one free licensed
connection to support an AltiView client. Contact Advantage client
sessions can be added to the AltiWare server at any time and in discrete
numbers, based on the package purchased:
• 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 simultaneousContact Advantage sessions, refer
to thelicenseactivationand registration procedures inChapter 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.

Contact Advantage Manual 3
Installation
Installation and Setup
Pre-Installation Checklist
Before installing Contact Advantage, 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 and
AltiAgent.
• Make sure License Key has been installed and activated.
Installing Contact Advantage 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 Contact Advantage
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.
Microsoft OutlookandOutlookExpressSupport
Contact Advantage supports Microsoft Outlook 97, 98, and 2000, and
Outlook Express 5.0, allowing you to obtain phone numbers to dial from a
Microsoft Contact list. Contact Advantage also lets you see the incoming
calls that have a matching record in the Contact list.

4Contact Advantage Manual
Contact Advantage requires that you to set up the Outlook Contacts list
prior to using this feature in Contact Advantage.
ACT!/GoldMine® Support
Contact Advantage supports ACT! 2000 and GoldMine® 5.0/5.5 contact
management software, allowing you to obtain phone numbers to dial from
the ACT! orGoldMine® 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.

Contact Advantage Manual 5
Getting Started
C HAPTER 2
Getting Started
Contact Advantage 4.5 is a suite of desktop applications for managing
personal calls and workgroup calls, and performing phone and supervisory
functions from the PC. Contact Advantage contains four (4)applications:
AltiView is the primary software application designed for general desktop
PC users in an AltiServ environment. With Contact Advantage, 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, Contact Advantage integrates with contact
management software including Microsoft Outlook, ACT!, and
GoldMine® for caller screen pops and dialing out from these powerful
applications.
AltiAgent is a version of Contact Advantage designed for workgroup
agents.ThroughanAltiAgentwindow,youcanmonitorworkgroup-related
statistics, workgroup call pickup, and member login/logout directly from
the desktop. Also, the AltiView functionality can be accessed from
AltiAgent.
AltiSupervisor isa version of Contact Advantage 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.
Workgroup Statistics is a CDR Search tool to allow call center and
workgroup managers to run historical reporting on workgroup, agents per
workgroup and agents statistics.
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
theservernameandnottheIPaddress,AltiServreplacesthenamewiththe
IP address, eliminating the need of a DNS (Domain Naming System)
search.

6Contact Advantage Manual
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
Internet Service Provider.If you’reusing alow-speed connection, thelogin
may take some time asa large amount of data istransferred to yourdesktop.
To log in:
1. Run the Contact Advantage 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 beusing. If this isnot your first login, go onto thenext
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 Contact
Advantage.
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.

Contact Advantage Manual 7
Getting Started
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
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.
Logging In Remotely Using an IP Extension
For desktop use, agent use, or supervisor use, you can access Contact
Advantage 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.

8Contact Advantage Manual
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 notbe used since 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.
•Additional system requirements aslistedontheMicrosoftwebsiteat
http://www.microsoft.com/windows/NetMeeting/
SystemRequirements/default.ASP.
Note: If you run two instances of AltiView—one for desktop use
integrated with NetMeeting and one as a workgroup agent—be
sureto launch the AltiAgentinstancefirst,andthedesktopinstance
second; otherwise, the NetMeeting launch will fail.
Note also that 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 notbe used since the speaker's output
would be fed back to the microphone and cause severe echoes.

Contact Advantage Manual 9
Getting Started
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]
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 Contact Advantage
When you minimize the Contact Advantage 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 Contact Advantage entirely, right click the phone icon and select
Exit.
PopUp whenYouGetaCall
You can configure 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 67.
Using the Windows Tray Phone Icon
After you log in, the Contact Advantage 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.