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AltiAgent Manual

Using AltiAgent

Sharing

the URL is pushing the link to the other user and simultaneously

opening the page in your own browser in such a way that when you act on
the page, the other user sees the results in their own browser. Sharing
allows you to guide the web-based caller through a site.

To work with web data when connected with a web-based caller, click the

Web

Data

button in the main window to open the Web Data dialog box.

Viewing Caller Data

The Source/Contact panel displays data collected in various ways:

• From an Auto Attendant/IVR if the caller has input data there in either

a PTSN or web call situation.

• From Supplemental Caller Data, including user data tagged to the call,

and data included by using the AltiAgent

User Memo

button, DDR,

ActiveX I/F, or Agent ActiveX I/F.

• From caller data collected from the web page form.

• From web URL paths—a URL history.

• From or input by the caller, such as IP address, name, account

numbers, and so on, including data from your external database such
as Outlook, if available.

Summary of Contents for AltiAgent

Page 1: ...AltiAgent for AltiWare ACC Release 5 2 and AltiWare ACM Release 5 2 Manual 2 2008 4503 0001 5 2...

Page 2: ...sure 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...

Page 3: ...ation 5 Pre Installation Checklist 5 Installing AltiAgent on a Client System 5 Uninstalling AltiAgent 6 Automatic Upgrade 6 Downgrade Procedure 6 CHAPTER 3 Getting Started 9 Logging In 9 Workgroup Log...

Page 4: ...g 38 What the MeetMe Conference Host Can Do 38 Continuing a Meeting Beyond Its Duration Time 38 Joining a MeetMe Conference 39 Recording Calls 39 Recording on Demand 39 Using Account Codes 41 Listenin...

Page 5: ...nk Access 58 Voice Mail Play Options 59 IPTalk 59 Screen Pop Audio Beep and Auto Close 59 Accessing Databases 60 Color Selection 61 Miscellaneous 61 Advanced Options for Web based and Workgroup Calls...

Page 6: ...iv AltiAgent Manual...

Page 7: ...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 modificatio...

Page 8: ...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 numbe...

Page 9: ...group call data With AltiAgent you can monitor workgroup related statistics workgroup call pickup and member login logout In addition AltiAgent integrates with Microsoft Outlook and Outlook Express AC...

Page 10: ...sing this feature A Country Code field can be configured in the Configuration window General Info tab by the local user to help convert standard international phone numbers in Outlook to correct digit...

Page 11: ...AltiAgent Manual 3 Installation The IPTalk feature requires the purchase registration and activation of the IPTalk License...

Page 12: ...4 AltiAgent Manual...

Page 13: ...Pre Installation Checklist Before installing AltiAgent make sure the following is done AltiWare ACC 5 2 or AltiWare ACM 5 2 has been installed on the system server TCP IP is enabled on both machines T...

Page 14: ...running on the server If updates were made on the server and your version of AltiAgent is out of date you are prompted for upgrade permission If you automatically upgrade the AltiAgent startup is ter...

Page 15: ...ace might be located under WinNT System32 Windows System32 or some other location Use the Search for Files and Folders feature to locate and remove all AlpInterface dll files from the system 4 Install...

Page 16: ...8 AltiAgent Manual...

Page 17: ...n 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...

Page 18: ...on Integrated with IPTalk option 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...

Page 19: ...other workgroups select their check boxes 5 Click OK Version Mismatch Dialog Box If your version of AltiAgent doesn t match the version of AltiWare on the system server you are prompted for upgrade pe...

Page 20: ...ceive 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...

Page 21: ...izing AltiAgent To exit AltiAgent click the X in the top right corner of the screen To minimize AltiAgent click the Minimize symbol AltiAgent shrinks to a phone icon in the tray in the lower right cor...

Page 22: ...nnectivity errors Error Message Description Solution AltiWare connection limit has been exceeded No AltiAgent was found OR more than allowed number of AltiAgent users have attempted to log on Maintain...

Page 23: ...ease try again The password is incorrect Enter your extension password Cannot use IP Extension integrated with IP Talk You tried to log in with the IP extension option without the IP Talk License Conf...

Page 24: ...16 AltiAgent Manual...

Page 25: ...into your workgroup environment The window displays the following The Workgroup Status panel Displays statistical information about the current workgroup If you re logged into more than one workgroup...

Page 26: ...ompleted IVR Data is collected from caller input in response to auto attendant requests Your system may not use this capability Click the View button again to return to the workgroup statistics view T...

Page 27: ...mation or from an external database the number workgroup number DNIS digits if available call length and conference status When you click the Voice Mail tab the table shows a log of current and past v...

Page 28: ...ure will not be available to you If you select DND an alert pops up informing you that DND is not allowed Call Controls Provide single click functions to HOLD REDIAL HANGUP TRANSFER CONFERENCE send ca...

Page 29: ...rkgroups When IPTalk is enabled a headset volume control can be opened by clicking the Volume Control button When IPTalk is enabled a Mute button is available The button is a toggle When the conversat...

Page 30: ...ur computer By name For names recorded in the system you can enter a name by using the keyboard on your computer to type the name Then select the name from the drop down list that opens The phone numb...

Page 31: ...hat are displayed The main window displays the status of the call When Your Number Is Questionable If your system s IP trunk access code is 7 when you dial 7101234567 the number could have two meaning...

Page 32: ...te the number then restart AltiAgent The typical address for the file is c program files AltiGen AltiAgent AreaPrefix txt Dialing Speed Dial Numbers To dial Speed Dial numbers click the button and the...

Page 33: ...d Note When you place a call on hold workgroup calls may still ring your extension To prevent this click the Not Ready button See Setting Status to Ready or Not Ready on page 46 Using Call Waiting Dur...

Page 34: ...transfer by clicking the Cancel button or by closing the dialog box If the transfer is canceled AltiAgent reconnects the call to your exten sion The call is also reconnected if the third party doesn...

Page 35: ...ut answering it by clicking the To VM button and selecting an extension while the call is ringing Transferring to Auto Attendant To transfer a call to an auto attendant while connected to a call click...

Page 36: ...nk type F in the number field in AltiAgent and then press the Enter key on the keyboard 2 After you hear a dial tone type the second party s outside number in the number field and then press the Enter...

Page 37: ...In the dialing field enter the extension or phone number you want to conference with then click Dial While AltiAgent dials the new number the first party goes into Hold Pending status and you see a c...

Page 38: ...all you want to add to the conference 2 Select Join To Conference 3 In the confirmation dialog box click OK to conference the caller 4 Click the Conference button again to initiate the three way confe...

Page 39: ...the user who initiates the conference call If the conference holder hangs up no one in the conference call is allowed to drop the call from conference Only the conference holder can drop a call from...

Page 40: ...tings Select an existing meeting to perform a function on it for example to start or stop the meeting You can select one meeting at a time Functions can also be performed on an existing meeting by rig...

Page 41: ...p Down arrows to select the year or you can type in a year and then press Enter Click the Calendar button again to close the calendar Creating a Meeting To create a meeting click one of the Create but...

Page 42: ...ng list Reserved Seats Use the Up Down arrows or type in a number up to 30 to indicate the number of expected participants Host Select the extension number of the host of this meeting The host can sta...

Page 43: ...ing the Up Down arrows 2 If the meeting is to begin as soon as it is scheduled select Now 3 If the meeting is to begin at another time select On Date and enter a date and start time To select a date c...

Page 44: ...o select a date for the first meeting 6 Select End after x occurrences and choose the number of times the meeting is to occur or select End by and click the Calendar button to specify a date at which...

Page 45: ...e for the first meeting 7 Select End after x occurrences and choose the number of times the meeting is to occur or select End by and click the Calendar button to specify a date by which the meetings w...

Page 46: ...therwise the resources will not be freed until the scheduled meeting duration is over What the MeetMe Conference Host Can Do If you are the host of a MeetMe conference in addition to starting and stop...

Page 47: ...feature in AltiAgent allows a user to record conversations Recorded conversations can then be played back through voice mail or accessed at a centralized location Note The voice recording feature is...

Page 48: ...s will hear a beep when the recording begins 3 To pause recording right click on the conversation and select Pause Recording 4 To end recording right click on the conversation and select Stop Recordin...

Page 49: ...or all outbound calls Bypassing required account codes If your extension has been configured to bypass account code validation you can enter a different account code in the box at the bottom of the po...

Page 50: ...nter an account code in the box at the bottom of the pop up window 4 Click OK To change the account code for a call in progress repeat the steps above entering the new account code to assign the call...

Page 51: ...ur Voice Mail In the Voice Mail list select the message and use the voice mail controls shown below to play rewind or fast forward You can also use these commands on the right click pop up menu You ha...

Page 52: ...which to store it You can then play the wav file on a media player Deleting a Message To delete a message select it and click the Delete button or use the right click pop up menu and select Delete Re...

Page 53: ...xtension or group name or extension or group number type the first letters of the number name into the Search by Number or Name box The matching extension group number or name displays in the list as...

Page 54: ...100 personal voice mail groups each with 64 members Group members can be any extension or another voice mail group There are two types of voice mail groups you can use System based groups are set up...

Page 55: ...o open the Web Data dialog box Viewing Caller Data The Source Contact panel displays data collected in various ways From an Auto Attendant IVR if the caller has input data there in either a PTSN or we...

Page 56: ...he Add URL dialog box opens 2 Type in the URL or web page specification and click OK The URL now appears in your URL Sharing list 3 To share or push the URL select the URL you want to share by clickin...

Page 57: ...nitoring capability to cover calls for a co worker since you can click the ringing phone icon in the monitor list and take the co worker s call Choosing Workgroups to Monitor To choose workgroups to m...

Page 58: ...e to pick up personal calls to these extensions but not workgroup calls In addition if you selected a workgroup extension the Monitor list shows all the extensions in the workgroup even for agents who...

Page 59: ...you can click its Status field to ring the extension If a monitored extension is Ringing you can click its Status field to pick up the call Note If a call is coming in to a workgroup to which you are...

Page 60: ...is from AltiWare Thus the times displayed here may not match those in the voice mail view in the main window Length the length of time of each call DNIS DNIS digits collected if available Group Group...

Page 61: ...r all your statistics related to that workgroup will also be removed from the Workgroup tab The Login Time is the time you logged into the workgroup Much of the data reported here is also reported in...

Page 62: ...represents the total time a call has been waiting in queue Priority Queue Time represents the amount of time that a call has been waiting at a specific priority level Priority queue time will be rese...

Page 63: ...ation from AltiAgent which acts as a server Based on the call information AltiAgent will implement corresponding actions such as popping up corresponding customer information and logging Caller ID int...

Page 64: ...56 AltiAgent Manual...

Page 65: ...o allow ONA Call Handling forwarding busy call and no answer call handling Message Notify how and when to notify yourself about incoming voice messages Station Speed your personal speed dial numbers S...

Page 66: ...ings audio and video behavior IPTalk settings and external database access options Default Trunk Access The trunk access codes are defined by the system administrator When you get an incoming call ove...

Page 67: ...t could be a USB based sound card in your headset system From the Ring Through drop down list choose the device that will carry the incoming ring When you re away from your desk you may prefer the rin...

Page 68: ...ccess to the names in the database directory when you dial With this option checked the names and their associated numbers in your Outlook ACT or GoldMine directory are added to the contact list in th...

Page 69: ...have used AltiEnterprise Manager to synchronize the systems Otherwise this feature will not work Note The call to be transferred must originate from an AltiServ system running 5 0 or later Disable Aut...

Page 70: ...ix corresponding to the server s country code when returning a call from voice mail or when making a call from call history If the AltiWare server s country code is USA Canada this check box is not di...

Page 71: ...will go into voice mail and not to the ONA forwarding numbers you specify Enable Forward to must not be checked If it is all calls will be forwarded according to this setting See Call Handling on pag...

Page 72: ...tance numbers use 10 digits area code local number Note If you enter no numbers in the Caller ID Verification fields and ONA is enabled ONA is made available to every caller Using a Password You can u...

Page 73: ...ded via ONA that is picked up by a voice mail box fax machine or answering machine will connect and will not try any subsequent Forwarding Numbers Therefore if you want ONA to use such an option as a...

Page 74: ...ut not recommended since callers will only hear what is heard when calling a pager and might not know to enter a return phone number unless instructed Do Not Disturb If you check Enable Do Not Disturb...

Page 75: ...m administrator has enabled queuing for you or your workgroup Number of Rings Before Forwarding The Number of Rings Before Forwarding setting pertains to almost all the options on this tab It is the n...

Page 76: ...caller to hear a ringback tone when the called party is in voice mail paging transfer or conference status Message Notification Message Notification lets you set up how you d like to be alerted to new...

Page 77: ...on in a screen pop an audio beep or both If you don t click OK in the screen pop the information it contains will be updated when the threshold is crossed again This setting applies to all workgroups...

Page 78: ...work on your personal voice mail groups on the Message Notification tab click the VM Group Edit button The VM Group Edit dialog box opens To create a voice mail group 1 Click the New button in theVM...

Page 79: ...he group name comments or members To add or remove a member select or deselect the check box next to the extension 4 Click OK To delete a voice mail group 1 Click the VM Group Edit button The VM Group...

Page 80: ...dial numbers 1 Click the Station Speed tab in the Config window 2 Click a Station ID to select it 3 Click the Edit button Or double click the Station ID The Station Speed dialog box appears 4 Add or e...

Page 81: ...tation Speed dialog box opens 2 Click Clear and then click OK System Speed Dial Numbers Click the System Speed tab in the Config window to view speed dial numbers set up by the system administrator In...

Page 82: ...74 AltiAgent Manual...

Page 83: ...configuration call handling 65 general 58 message notification 68 One Number Access 68 station speed dialing 71 connected 18 D databases 2 advanced options 61 dial by name 61 dialing by name 22 by nu...

Page 84: ...uration 65 One Number Access password 64 One Number Access configuration 68 One Number Access setup 63 P pager and forwarding 66 Park state 19 password One Number Access 64 phone icon 13 phone meeting...

Page 85: ...erring calls to voice mail 27 Troubleshooting IP Connectivity 13 U uninstall 6 URL sharing 46 URLs 46 V VM groups 69 voice mail 26 attaching a note 44 forwarding 45 groups 46 playing 43 saving 44 voic...

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