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AltiWeb
AltiWare OE System Installation & Administration Manual 325
AltiWeb
8. If the call goes to an AltiAgent user, the Caller Data window shows
Form data, IVR data, and URL history.
Figure 12. Caller Data window in AltiAgent
9. From this point, in addition to voice communication, the agent and
caller can share web pages. For procedures, refer to the section on
“Viewing, Sharing, or Pushing Data” in the Contact Advantage
manual.
- AltiWare 1
- AltiWare™ OE 2
- Version 4.5 2
- WARNING! 3
- TRADEMARKS 3
- CHAPTER 3 5
- CHAPTER 4 6
- CHAPTER 5 6
- CHAPTER 6 7
- CHAPTER 7 8
- CHAPTER 8 8
- CHAPTER 9 9
- Table of Contents 10
- CHAPTER 14 11
- Liability & Warranty 14
- FCC Requirements 15
- Disruption of Network 18
- Important Safety Instructions 19
- Safety with Electricity 19
- Host Computer 20
- ISA bus ISA bus 21
- B1 B10 B31 21
- Approved Hardware 22
- Operating Software 22
- Power Failure 23
- UL Hardware Preparation 24
- Warranty 25
- Whom the Warranty Protects 26
- How to Obtain Service 26
- Effect of State Law 27
- Sales Outside the U.S.A 27
- Preface: About This Manual 28
- Related Publications 29
- AltiServ Office Solutions 30
- AltiServ Platforms 32
- Overview 33
- Key AltiServ Characteristics 35
- PBX Features 36
- Automated Attendant Features 44
- AltiGen Voice Mail Features 45
- Internet Integration Features 47
- T1/PRI Features 50
- Voice over IP Features 50
- AltiWare Tools 53
- Optional Add-On Software 54
- Optional Kits 56
- Minimum System Requirements 59
- AltiGen Telephony Boards 60
- Functional Specifications 61
- AltiGen Board Installation 62
- AltiGen Board Options 63
- System Limitations 64
- Power Requirements 65
- Operating Environment 66
- Heat Factor 66
- Installing a Cooling Fan 66
- AltiWare as an NT Service 69
- Firewall Considerations 70
- Software License Activation 72
- Dealer Installation ID 73
- Registration Methods 73
- AltiServ Online Registration 74
- Upgrades 75
- Lost Licenses 75
- New Installation 76
- To Begin New Installation 77
- AltiDB Backup 79
- Upgrading AltiWare OE 83
- VoIP Board Upgrade 84
- To Begin Upgrade 85
- Sub-step 1A: 87
- Software Installation 100
- Windows Emergency Repair Disk 110
- Adding Hardware 111
- AltiWare Uninstall 113
- Downgrade Procedure 113
- Getting Around AltiAdmin 118
- The Main Menu 120
- Quick Access Toolbar 120
- The View Windows 122
- Extension View Window 123
- Trunk View Window 124
- Workgroup View Window 125
- Call Log View Window 126
- Logging In 127
- Changing the Password 128
- System Configuration 130
- Setting General Parameters 131
- Configuration 132
- Setting a System Number Plan 133
- Accessing the Number Plan 134
- Trunk Access 136
- IP Trunk Access 136
- Route Access 136
- Setting Business Hours 137
- Routing Calls on Holidays 138
- Adding Names and Comments 141
- Setting Toll Call Prefixes 143
- Locking Attacked Extensions 143
- Blocking All Outgoing Calls 143
- Creating Account Codes 144
- Setting up Call Reports 146
- Example: 149
- Managing Messages 153
- Adding and Deleting Entries 157
- Defining an IP Dialing Table 158
- Defining the IP Dialing Table 159
- Defining Remote Locations 160
- Configuring DNIS Routing 161
- Using a Tenant Table 163
- Configuring the Tenant Table 164
- Modifying the Tenant Table 165
- Creating Distribution Lists 166
- Defining a Distribution List 167
- Setting Logout Reason Codes 168
- Board Configuration 170
- Configuring the Quantum Board 171
- Configuration window 173
- LS Boards 174
- Voice over IP for AltiWare OE 176
- Triton VoIP Board 176
- Port Specifications 177
- WAN Router Configuration 178
- Firewall Configuration 178
- Network Using NAT 179
- AltiGatekeeper 179
- Board Installation 181
- Poor Voice Quality 182
- Cannot Make a Connection 182
- Service Parameters for T1 184
- Service Parameters for PRI 185
- Equipment Information 186
- PRI Channel Assignment 186
- Reading the Status Messages 189
- Error Message Meaning Action 190
- Reading the Statistics 191
- T1 Clocking 193
- Selecting Span Types 196
- Setting the NSF 198
- Setting a TEI 198
- Trunk Configuration 200
- Quantum Trunk Properties 205
- Parameter Description 206
- Select from: 206
- Protocol 213
- DID/DNIS 214
- #. It then waits 1 215
- Incoming Call Routing 216
- Outgoing Call Blocking 217
- Extension and Workgroup 218
- Apply or Apply To…? 219
- Setting up Extensions 220
- Adding New Extensions 221
- Forced Account Code 224
- Setting Email Options 224
- Setting an IP Extension 225
- Setting VoIP Codecs 226
- Setting the Line Properties 229
- SettingupExtensions 231
- Setting up Workgroups 232
- Adding or Removing Members 234
- Handling Queue Overflow 235
- Setting Wrapup Time 238
- Setting Inter Call Delay 238
- Setting an Outgoing Workgroup 239
- Editing Speed Dial Entries 240
- Setting the Mailbox Options 241
- Disabling a Mailbox 243
- Setting Mailbox Capacities 244
- Setting Notification Timing 247
- Enabling Message Notification 247
- Setting Answering Options 249
- Forwarding All Calls 250
- Handling Busy Calls 252
- Setting Call Waiting Options 252
- Enabling “Do Not Disturb” 253
- Handling Unanswered Calls 253
- Setting Workgroup Handling 254
- Configuring One Number Access 255
- Enabling One Number Access 256
- Disabling One Number Access 257
- Using a Password Verification 257
- Setting Up Monitor Lists 258
- Configuring a Monitor List 259
- To add members to the list: 260
- To remove members: 260
- Adding Route Definitions 264
- Editing a Route Definition 264
- Setting Default Routes 265
- Editing a Dialing Pattern 268
- Deleting a Pattern 268
- Example: 10-Digit Dialing 269
- Auto Attendant Configuration 270
- Auto Attendant 272
- Adding Auto Attendants 274
- Editing Auto Attendants 275
- Configuring Menu Items 276
- Collecting Digits 278
- Figure 3. Collect digits 279
- Phrase Management 280
- Recording Custom Phrases 281
- Additional Setup 284
- Announcements 285
- Configuring Overhead Paging 285
- MVIP Clock Configuration 286
- Feature Tips 287
- System Data Management 288
- Backing up Files 289
- Scheduling Backups 290
- Restoring Backed up Files 291
- System Report Management 292
- System Log 293
- Data and Internet Integration 296
- Network Address 297
- Local Address 298
- Mixed-Media Messaging 298
- Setting Up Email Service 299
- Step 2: Setup the Router 300
- Setting up an Exchange Server 305
- !Settings!Control Panel! 306
- To verify AltiGen Services: 307
- Exchange Server Prerequisites 308
- SettingupanExchangeServer 309
- Exchange Server Configuration 310
- Figure 12. Outlook Tools menu 314
- Figure 13. Outlook Options 314
- Figure 15. Outlook Services 315
- To Test the configuration: 316
- Enabling the Exchange Server 317
- Troubleshooting Tips 321
- To delete old profiles: 322
- Prerequisites 323
- !Settings!Network and Dial 324
- !Microsoft 328
- Exchange on Windows 2000 330
- About AltiReach Configuration 332
- Using AltiReach 333
- Using TAPI 334
- Installing TAPI Services 335
- Setting Up IP Extensions 338
- System Requirements 342
- AltiWeb Components 342
- Installing AltiWeb 343
- AltiWeb Directory Structure 344
- Applet Subdirectory Files 345
- Tagging Pages for URL History 346
- Figure 6. The AltiWeb window 348
- To alter form data: 350
- Figure 8. Contact.htm page 351
- Figure 10. Customer ID window 353
- Figure 11. Product ID window 353
- Customizing Contact.htm 355
- Configuring Auto Attendant 358
- 8. Select &-to extension 361
- • Select the Extension 361
- Troubleshooting 362
- Uninstalling AltiWeb 362
- AltiWeb Security 362
- Enable Real-Time scan 364
- Configuration Reader 366
- Extension Checker 366
- To use Extension Checker: 367
- MVIP Test Tool 369
- AltiDBReader 369
- Multisite Configurator 374
- Basic CallRouter 376
- Creating Customer Records 379
- Viewing CallRouter History 381
- Call Route Request Data 382
- Show Monitor 383
- Advanced CallRouter 385
- Creating Route Rules 389
- Show Workgroup Status 393
- Building SQL Queries 396
- Queue Announcements 397
- CallRouter 400
- CDR Data Schema 405
- Table 1: CDR Call Format 406
- RTM Data Schema 411
- Table 2: RTM Data Format 412
- SMDR Reporting Format 419
- (7, 6) start time 420
- P = pm, A = am 420
- 4VMmakecalltoTrkY 421
- From Trunk B 422
- Technical Support 424
- Technical Support Hours 425
- Repair and Replacement 426
- Registration Fax Form 427
- Glossary 428
- Mail System 437
- Readers Comment Form 454
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