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AltiClient™AltiAgent™ and AltiSupervisor™for AltiWare Open Edition (OE) Release 4.6and AltiContact Manager (ACM) Release 4.6ManualRevised 3/03 4504-00

vi AltiClient Manual

AltiClient Manual 1InstallationCHAPTER1OverviewAltiClient is an optional software package that includes AltiAgent andAltiSupervisor, and runs with the

2 AltiClient Manual•32MBRAM• SVGA monitor (800 x 600) with 256 color display, or better• Keyboard and Mouse• AltiWare OE/AltiContact Manager 4.6 runni

AltiClient Manual 3Installation• Make sure that AltiWare OE/AltiContact Manager 4.6 has beeninstalled on the server system.• Make sure that TCP/IP is

4 AltiClient ManualACT!/GoldMine® SupportAltiClient supports ACT! 2000 and GoldMine® 5.0/5.5 contactmanagement software, allowing you to obtain phone

AltiClient Manual 5Getting StartedCHAPTER2Getting StartedAltiClient is a suite of desktop applications for managing personal calls andworkgroup calls,

6 AltiClient Manualname of the system you will be using. If this is not your first login, goon to the next step.Figure 1. Logging in2. Enter your Exte

AltiClient Manual 7Getting StartedLogging In Remotely Using an IP ExtensionFor agent use or supervisor use, you can access AltiClient from a remoteloc

8 AltiClient Manual• NetMeeting 3.01, which is automatically installed with Windows2000. You can check your system to see if NetMeeting is installed b

AltiClient Manual 9Getting StartedAs a test, you can choose Run from the Windows Start menu, then enterPing <IP address> [ENTER]where <IP add

WARNING!Toll fraud is committed when individuals unlawfully gain access tocustomer telecommunication systems. This is a criminal offense.Currently, we

10 AltiClient ManualResizing the DisplayYou can resize many AltiClient windows using the standard Windowsmethod: place the cursor at a window edge or

AltiClient Manual 11Getting StartedFigure 2. Status Field - AltiClient main windowError MessagesThe following errors may be displayed as login or conn

12 AltiClient ManualCannot access voicemail list while mailboxinuse.Mailboxisinusebythe AltiGen Voice MailSystem and is tempo-rarily unavailable.Wait

AltiClient Manual 13Getting StartedThis version is notcompatible with theversion of AltiWarethat is running. Thiscan lead to inconsis-tent or no funct

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AltiClient Manual 15Using AltiAgentCHAPTER3Using AltiClient as a WorkgroupAgentFigure 1. Workgroup Agent loginAltiAgent is a desktop call control appl

16 AltiClient ManualWorkgroup LoginAfter you complete your initial login and choose to login as a WorkgroupAgent as described in “Logging In” on page

AltiClient Manual 17Using AltiAgentAbout the Main WindowThe AltiAgent main window is your window into your workgroupenvironment and facilitates the ma

18 AltiClient ManualCall HandlingThe AltiAgent call handling functions include dialing out, using voice mail,and monitoring other extensions.DialingYo

AltiClient Manual 19Using AltiAgentInitiate dialing by clicking the dial button in the main windowFigure 4. The Dial buttonClicking the Dial button op

AltiClient Manual iContentsContents...iWarranty...iiiCHAPTER 1Overvi

20 AltiClient ManualDialing By NumberTo dial using the keyboard number keys: 1. In the dialing window, enter the numbers you wish to dial using thesta

AltiClient Manual 21Using AltiAgentDialing By Name or Extension1. Use the scroll list box above the dialing pad to select the name orextension.2. Clic

22 AltiClient ManualIn the row displaying the call, the State column shows the call on hold.Click the Hold state cell to release the hold and reconnec

AltiClient Manual 23Using AltiAgentFigure 7. Confirming call transfersAt any time before or after the person you’re transferring to answersthe phone,

24 AltiClient ManualForwarding Calls Using Do Not DisturbClick the DND button to forward all incoming calls according to your“Enable Busy Call Handlin

AltiClient Manual 25Using AltiAgentFigure 9. Confirming Conference CallsYou can cancel the conference at any time by clicking the Cancelbutton, closin

26 AltiClient ManualRecording CallsThe voice recording feature in AltiAgent allows a user to recordconversations. Recorded conversations can then be p

AltiClient Manual 27Using AltiAgent• Record on demand to agent VMFigure 12. Centralized Workgroup Recording Field (General Page of WorkgroupConfigurat

28 AltiClient ManualRecording on DemandWhen the extension is set to record on demand (to a central location or userVM), the user can use AltiAgent to

AltiClient Manual 29Using AltiAgentUsing Account CodesIf your system is set up to use account codes, you can associate calls tospecific codes for bill

ii AltiClient ManualWorkgroupLogin ...16LoggingOutorChangingWorkgroups...16AbouttheMainWindow...

30 AltiClient ManualSetting Status to Ready or Not ReadyClick the Wait button to tell the system not to send workgroup calls to yourextension.Click th

AltiClient Manual 31Using AltiAgent• From caller data collected from the web page form.• From web URL paths—a URL history.• From or input by the calle

32 AltiClient ManualMonitoringIf your system administrator has configured your extension for monitoring,you can monitor the activity on the other exte

AltiClient Manual 33Using AltiAgentNote: If you selected individual extensions to monitor, you will be ableto pick up personal calls to these extensio

34 AltiClient ManualViewing the Call HistoryClick the History tab in the Monitor window to view an informationalhistory of handled calls.Figure 19. Wo

AltiClient Manual 35Using AltiAgent• DNIS—DNIS digits collected, if available• Memo—a note attached to the call. Use the Memo buttontoopenawindow to c

36 AltiClient ManualIf you have been removed from a workgroup by the system administrator,all your statistics related to that workgroup will also be r

AltiClient Manual 37Using AltiAgentUsing ActiveX Control with Third Party ApplicationsThe AltiAgent ActiveX Control Object is an ActiveX Object. It wo

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AltiClient Manual 39Using AltiSupervisortCHAPTER4Using AltiClient as a SupervisorLogging in to AltiClient as a Supervisor allows you to view workgroup

AltiClient Manual iiiRecordType...53VoiceMailPlayOptions ...53ScreenPop,AudioBeep,andA

40 AltiClient ManualFigure 2. Password window for workgroup supervisor loginSelect the workgroups using the drop-down lists, and type the password for

AltiClient Manual 41Using AltiSupervisorViewing Group StatisticsThe Group Statistics window displays—for each workgroup—real timeworkgroup activity an

42 AltiClient Manual• Service level—the percentage of queued calls exceeding the servicelevel threshold.• Average wait time for answered calls—the ave

AltiClient Manual 43Using AltiSupervisorViewing Agent StatisticsFigure 3. Agent Statistics windowThe Agent Statistics window displays statistics for e

44 AltiClient ManualViewing a History of Agent ActivityClick the History button in the Agent Statistics window to view a historyof agent activity for

AltiClient Manual 45Using AltiSupervisorViewing Agent Current StatusClick the Agent State button to view the current status of the agents for theselec

46 AltiClient Manual—intheForward All Calls (FWD) state—intheDo Not Disturb (DND) state—inwait after a call• For an agent’s outbound workgroup call to

AltiClient Manual 47Using AltiSupervisorMonitoring—Listening in and Barging InIf your system and extension are configured to provide these functions,

48 AltiClient Manual3. When you are finished monitoring, click the Hang Up button.The Hang Up button appears in the window after you click Listen orBa

AltiClient Manual 49Using AltiSupervisorFor each call in queue, the Queue window displays the ID, the wait time,Caller ID, and Caller Name if availabl

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AltiClient Manual 51ConfigurationCHAPTER5Configuring Your Station SettingsYou can configure the following settings and options by clicking theConfig b

52 AltiClient ManualGeneral InformationFigure 8. General Info configurationThe General Info tab is the window you see when you first click the Configb

AltiClient Manual 53ConfigurationRecord TypeYou can select the type of speech coding method to be used when recordingconversations:• ADPCM - (recommen

54 AltiClient ManualIn the drop down list under Use Database, select the database you want touse. You have these additional options:• Select the For S

AltiClient Manual 55ConfigurationFigure 9. Advanced database options• The first three radio buttons provide choices for when to open a textchat sessio

56 AltiClient ManualCall HandlingClick the Call Handling tab in the Config window to configure incomingcall handling for your extension.Figure 10. Cal

AltiClient Manual 57ConfigurationDo Not DisturbIf you select Enable Do Not Disturb, all incoming calls are forwardedaccording to your “Enable Busy Cal

58 AltiClient Manual— Enable Call Forward must be disabled. Otherwise, all calls will beforwarded according to this setting.See “Call Handling” on pag

AltiClient Manual 59Configuration1. Select the times you want to be available to ONA callers.If you choose Enable based on the following schedule, you

AltiClient Manual iiiWarrantyWhat The Warranty CoversAltiGen Communications warrants its hardware products to be free fromdefects in material and work

60 AltiClient Manualextensions or outside numbers. For outside numbers, use thedrop-down list to select the trunk access code you want to use.When ONA

AltiClient Manual 61ConfigurationFigure 13. Message Notification optionsUse this window to set the notification options:• The types of messages on whi

62 AltiClient ManualStation Speed Dialing SetupThe Speed Dial Setup page, accessed by clicking Station Speed on themain menu, lets you set up to 20 st

AltiClient Manual 63ConfigurationFigure 15. Dial Setting dialog box, for Speed Dial Numbers4. Click OK.After you have entered and saved the speed dial

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IndexAltiClient Manual 65IndexAAA state 10Account Codes 29ACT 3, 53ActiveX Control 37addressAltiGen Communications, Inc. iiadvanced database option 54

Index66 AltiClient ManualHhandling calls 18–25hiding Center 9history logs 34history window 34hold 10hold button 21hold pending 10, 33IIdle state 10ins

IndexAltiClient Manual 67threshold time 17transferCentrex 24transfer calls 22transfer to auto attendant 23transfer to voice mail 22transferring calls

iv AltiClient Manual3. Shipping, installation, set-up and removal service charges.How to Obtain ServiceEnd user customers should contact your Authoriz

AltiClient Manual vEffect of State LawThis warranty gives you specific legal rights, and you may also have otherrights which vary from state to state.