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Shaping the Future of Converged CommunicationsContact Advantage 4.511-4.5www.altigen.comVoiceInternetDataManual

Contact Advantage Manual viiEffect of State L awThis warranty gives you specific legal rights, and you may also have otherrights which vary from state

viii Contact Advantage Manual

Contact Advantage Manual 1InstallationCHAPTER1InstallationThe following items are included in the Contact Advantage 4.5 package:• Contact Advantage 4.

2 Contact Advantage ManualMost frequently, thismeans loading the software onto a shared network fileserver and copying the software to each desktop PC

Contact Advantage Manual 3InstallationInstallation and SetupPre-Installation ChecklistBefore installing Contact Advantage, please review the following

4 Contact Advantage ManualContact Advantage requires that you to set up the Outlook Contacts listprior to using this feature in Contact Advantage.ACT!

Contact Advantage Manual 5Getting StartedCHAPTER2Getting StartedContact Advantage 4.5 is a suite of desktop applications for managingpersonal calls an

6 Contact Advantage ManualTo obtain the AltiServ IP address, ask your IT administrator.If you are connecting to the Internet through a modem connectio

Contact Advantage Manual 7Getting StartedTo do this, your extension must be set up as an IP extension by yoursystem administrator and you must have Mi

8 Contact Advantage ManualIP Extensions Using Microsoft NetMeeting 3.01To use NetMeeting 3.01 as an IP extension, you need the following:• A sound car

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

Contact Advantage Manual 9Getting StartedTroubleshooting IP ConnectivityIf problems occur, they may be due to a failure to connect to your ISP ordue t

10 Contact Advantage ManualIf the Contact Advantage interface is not on your Windows desktop, butthis icon appears in the Windows tray, you double-cli

Contact Advantage Manual 11Getting Started• Ringback - caller receives this state while callee is ringing• Ringing - there is an incoming call• Voice

12 Contact Advantage ManualCannot access voicemail list while mailboxinuse.Mail box is in use bythe AltiGen Voice MailSystem and is tempo-rarily unava

Contact Advantage Manual 13Getting StartedThis version is notcompatible with theversion of AltiWarethat is running. Thiscan lead to inconsis-tent or n

14 Contact Advantage Manual

Contact Advantage Manual 15Using Contact Advas a Desktop UserCHAPTER3Using Contact Advantage as aDesktop UserFigure 1. Desktop User logonOnce you log

16 Contact Advantage ManualAbout the Main WindowThe window consists of the following displays and buttons:•TheCall Status panel displays the status of

Contact Advantage Manual 17Using Contact Advas a Desktop UserFigure 3. AltiView main window with QuickNet integrationClicking this button opens anothe

18 Contact Advantage ManualAbout the Calls ListFigure 5. Calls ListThe calls list displays the call status for each call as described in “CallStates”

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

Contact Advantage Manual 19Using Contact Advas a Desktop UserInitiate dialing by clicking t he dial button in the main windowFigure 6. The Dial button

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

Contact Advantage Manual 21Using Contact Advas a Desktop UserTo search by name:1. Click anywhere in the text box above the dialing pad, then begin tot

22 Contact Advantage ManualUsing CallWaitingDuring a call, you may hear a beep indicating that you have anotherincoming call. To answer the call:1. Cl

Contact Advantage Manual 23Using Contact Advas a Desktop Usersion. The call is also reconnected if the third party doesn’t answer.Sending Calls to Voi

24 Contact Advantage Manual3. Dial the second party’s number and either hang up or announce thecall.4. Answer Yes in the popup.Once you place the hand

Contact Advantage Manual 25Using Contact Advas a Desktop User3. After the third party connects, you can announce the conference byclicking OK in the d

26 Contact Advantage ManualOptional account codesTo associate a call in progress to an account code:1. Right-click the number in the Calls List.2. Cho

Contact Advantage Manual 27Using Contact Advas a Desktop UserWhen you click the Voice Mail tab in the main window, you see the voicemail list.Note: Cl

28 Contact Advantage ManualSaving Remotely or LocallyYoucanclicktheSave As button or use the right-click popup menu to savethemessageasa.wavfilethatyo

Contact Advantage Manual iContentsWarranty...vCHAPTER 1Installation...1

Contact Advantage Manual 29Using Contact Advas a Desktop UserFigure 15. Attaching a memo to a voice messageType in the memo in the area provided and c

30 Contact Advantage ManualIfyouneedtosearchforapersonbyname,typethefirstlettersofthename into the Search by Name box. The matching names display inth

Contact Advantage Manual 31Using Contact Advas a Desktop UserAccessing Voice Mail Group ListsTo work on your personal voice mail groups:1. In the Alti

32 Contact Advantage ManualCreating a VM Group1. To create a VM group after opening the VM Group Edit window, clickthe New button, which invokes the C

Contact Advantage Manual 33Using Contact Advas a Desktop User3. Make any changes you need to make for the group name, comments,or members. To add or r

34 Contact Advantage ManualFigure 19. The Monitor WindowChoosing Workgroups to Monitor1. Open the Monitor window by clicking the Monitor button in the

Contact Advantage Manual 35Using Contact Advas a Desktop UserReading the Monitor ListIn the monitor list, each extension is listed along with its Stat

36 Contact Advantage ManualViewingthe Call HistoryClick the History tab in the Monitor window to view an informationalhistory of handled calls.Figure

Contact Advantage Manual 37Using Contact Advas a Desktop User• DNIS—DNIS digits collected, if available• Memo—a note attached to the call. Use the Mem

38 Contact Advantage Manual

ii Contact Advantage ManualAbout the Calls List ...18HandlingCalls...18Dialing...

Contact Advantage Manual 39Using Contact Advas Workgoup AgentCHAPTER4Using Contact Advantage as aWorkgroup AgentFigure 1. Workgroup Agent loginAltiAge

40 Contact Advantage ManualWorkgroup LoginAfter you complete your initial login and choose to login as a WorkgroupAgent as described in “Logging In” o

Contact Advantage Manual 41Using Contact Advas Workgoup AgentAbout the Main WindowThe AltiAgent main window is your window into your workgroupenvironm

42 Contact Advantage ManualCall HandlingThe basic call handling features and functions are the same for workgroupagentsas theyare forthe desktop user.

Contact Advantage Manual 43Using Contact Advas Workgoup AgentSetting Status to Ready or Not ReadyClick the Wait button to tell the system not to send

44 Contact Advantage Manual• From caller data collected from the web page form.• From web URL paths—a URL history.• From or input by the caller, such

Contact Advantage Manual 45Using Contact Advas Workgoup AgentMonitoringIf your system administrator has configured your extension for monitoring,you c

46 Contact Advantage ManualNote: If you selected individual extensions to monitor, you will be ableto pick up personal calls to these extensions, but

Contact Advantage Manual 47Using Contact Advas Workgoup AgentViewing the Call HistoryClick the History tab in the Monitor window to view an informatio

48 Contact Advantage Manual• DNIS—DNIS digits collected, if available• Memo—a note attached to the call. Use the Memo button to open awindow to create

Contact Advantage Manual iiiViewingAgentCurrentStatus ...57Monitoring—ListeninginandBargingIn ...58Viewingthe

Contact Advantage Manual 49Using Contact Advas Workgoup AgentIfyouhavebeenremovedfromaworkgroupbythesystemadministrator,all your statistics related to

50 Contact Advantage Manual

Contact Advantage Manual 51Using Contact Advas Workgoup SupervisorCHAPTER5Using Contact Advantage as aSupervisorLogging in to Contact Advantage as a S

52 Contact Advantage ManualFigure 12. Password window for workgroup supervisor loginSelect the workgroups using the drop-down lists, and type the pass

Contact Advantage Manual 53Using Contact Advas Workgoup SupervisorViewing Group StatisticsThe Group Statistics window displays—for each workgroup—real

54 Contact Advantage Manual• Service level—the percentage of queued calls exceeding the servicelevel threshold.• Average wait time for answered calls—

Contact Advantage Manual 55Using Contact Advas Workgoup SupervisorViewing Agent StatisticsFigure 13. Agent Statistics windowThe Agent Statistics windo

56 Contact Advantage ManualViewing a History of Agent ActivityClick the History button in the Agent Statistics window to view a historyof agent activi

Contact Advantage Manual 57Using Contact Advas Workgoup SupervisorViewing Agent Current StatusClick the Agent State button to view the current status

58 Contact Advantage Manual•intheDo Not Disturb (DND) state•inwait after a callTo change views and print data:Click the workgroup pilot extension tab

iv Contact Advantage Manual

Contact Advantage Manual 59Using Contact Advas Workgoup SupervisorThe Hang Up button appears in the window after you click Listen orBarge In.Barging I

60 Contact Advantage ManualFor each call in queue, the Queue window displays the ID, the wait time,Caller ID, and Caller Name if available.The maximum

Contact Advantage Manual 61Using Contact Advas Workgoup Supervisor• Today—sets the From/To fields to the current date• Last 7 Days—sets the From/To ra

62 Contact Advantage Manual• Workgroup—sorts by workgroup• Trunk—sorts by trunk• N/A—search without sorting6. Click Search. During the search, a progr

Contact Advantage Manual 63Using Contact Advas Workgoup SupervisorTo run a WG Statistics search:1. Select the time range for the search:• User Define—

64 Contact Advantage ManualAll Statistics windows (WG, Agent Statistics Per WG, Agent) also have aStop button.For explanations of records and database

Contact Advantage Manual 65ConfigurationCHAPTER6Configuring Your Station SettingsYou can configure the following settings and options by clicking theC

66 Contact Advantage ManualGeneral InformationFigure 1. General Info configurationThe General Info tab is the window you see when you first click the

Contact Advantage Manual 67ConfigurationVoice Mail Play OptionsYou can choose to play your messages on your phone set, or play them onyour sound card

68 Contact Advantage Manual• Select the Update database right now check box to refresh the dataContact Advantage accesses from the database.• If you s

Contact Advantage Manual vWarrantyWhat The Warranty CoversAltiGen Communications warrants its hardware products to be free fromdefects in material and

Contact Advantage Manual 69Configuration• Select Use external recorder to use any client voice recording systemyou have installed. Use the Search butt

70 Contact Advantage ManualForwarding to a Pager Not RecommendedForwarding calls to a pager is possible but not recommended since callerswill only hea

Contact Advantage Manual 71ConfigurationBefore You Set Up ONA• ONA must be enabled by your system administrator.• Your Call Handling settings must not

72 Contact Advantage Manual1. Select the times you want to be available to ONA callers.If you choose Enable based on the following schedule, you can s

Contact Advantage Manual 73Configurationextensions or outside numbers. For outside numbers, use thedrop-down list to select the trunk access code you

74 Contact Advantage ManualFigure 6. Message Notification optionsUse this window to set the notification options:• The types of messages on which you

Contact Advantage Manual 75ConfigurationStation Speed Dialing SetupThe Speed Dial Setup page, accessed by clicking Station Speed on themain menu, lets

76 Contact Advantage ManualFigure 8. Dial Setting dialog box, for Speed Dial Numbers4. Click OK.After you have entered and saved the speed dial number

IndexContact Advantage Manual 77IndexAAA state 10Account Codes 25ACT 3, 67addressAltiGen Communications, Inc. iiadvanced database option 68agent stati

Index78 Contact Advantage Manualgroup statistics, viewing 53group view 53Hhandling calls 18–25hiding Center 9history logs 36, 47history window 36, 47h

vi Contact Advantage Manual3. Shipping, installation, set-up and removal service charges.HowtoObtainServiceEnd user customers should contact your Auth

IndexContact Advantage Manual 79TTCP socket 9threshold time 41transferCentrex 23transfer calls 22transfer to auto attendant 23transfer to voice mail 2