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Contact Advantage Manual

About the Calls List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Handling Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Dialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Placing Calls on Hold. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Using Call Waiting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Transferring Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Conferencing Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Using Account Codes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Using Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

About the Voice Mail Window . . . . . . . . . . . . . . . . . . . . . . . . . 26

Listening to Your Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Monitoring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Choosing Workgroups to Monitor . . . . . . . . . . . . . . . . . . . . . . . 34

Viewing the Call History . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

HAPTER

Using Contact Advantage as a Workgroup Agent . . . . . . . .39

Workgroup Login . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

Logging Out or Changing Workgroups . . . . . . . . . . . . . . . . . . . . . 40

About the Main Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Call Handling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

Setting Status to Ready or Not Ready . . . . . . . . . . . . . . . . . . . . 43

Viewing, Sharing, or Pushing Data . . . . . . . . . . . . . . . . . . . . . . 43

Monitoring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

Choosing Workgroups to Monitor . . . . . . . . . . . . . . . . . . . . . . . 45

Viewing the Call History . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

Viewing Workgroup Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . 48

Viewing Queues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

HAPTER

Using Contact Advantage as a Supervisor . . . . . . . . . . . . . .51

Logging In . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

Viewing Group Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

Viewing Agent Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

Viewing a History of Agent Activity . . . . . . . . . . . . . . . . . . . . . 56

Summary of Contents for Contact Advantage

Page 1: ...Shaping the Future of Converged Communications Contact Advantage 4 5 11 4 5 w w w a l t i g e n c o m Voice Internet Data M a n u a l...

Page 2: ...Contact Advantage AltiView AltiAgent and AltiSupervisor for AltiWare Open Edition OE Release 4 5 Manual Revised 02 2002 4504 0011 4 5...

Page 3: ...re 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 t...

Page 4: ...ft Outlook and Outlook Express Support 3 ACT GoldMine Support 4 QuickNet Integration 4 CHAPTER 2 Getting Started 5 Logging In 5 Logging In Remotely Using an IP Extension 7 IP Extensions Using Microsof...

Page 5: ...Call History 36 CHAPTER 4 Using Contact Advantage as a Workgroup Agent 39 Workgroup Login 40 Logging Out or Changing Workgroups 40 About the Main Window 41 Call Handling 42 Setting Status to Ready or...

Page 6: ...ts 63 CHAPTER 6 Configuring Your Station Settings 65 Apply Button and OK Button 65 General Information 66 Default Trunk Access 66 Voice Mail Play Options 67 Screen Pop Audio Beep and Auto Close 67 Acc...

Page 7: ...iv Contact Advantage Manual...

Page 8: ...nty is valid only for the first end user purchaser What the Warranty Does Not Cover 1 Any product on which the serial number has been defaced modified or removed 2 Damage deterioration or malfunction...

Page 9: ...altigen com partner product htm to 510 252 9738 attention to Customer Service AltiGen reserves the right to refuse return of any material that does not have an RMA number The RMA number should be clea...

Page 10: ...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...

Page 11: ...viii Contact Advantage Manual...

Page 12: ...s 2000 or Windows NT 4 0 or higher Server or Workstation 30 MB Hard Drive Disk Space 32 MB RAM SVGA monitor 800 x 600 with 256 color display or better Keyboard and Mouse AltiWare OE Release 4 5 runnin...

Page 13: ...on 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...

Page 14: ...t 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 ins...

Page 15: ...m the ACT or GoldMine 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 i...

Page 16: ...d for workgroup agents Through an AltiAgent window you can monitor workgroup related statistics workgroup call pickup and member login logout directly from the desktop Also the AltiView functionality...

Page 17: ...s IP address or name of the system you will be using If this is not your first login go on to the next step Figure 1 Logging in 2 Enter your Extension number and Password assigned to your phone Optio...

Page 18: ...igure 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 us...

Page 19: ...Note If you run two instances of AltiView one for desktop use integrated with NetMeeting and one as a workgroup agent be sure to launch the AltiAgent instance first and the desktop instance second oth...

Page 20: ...tact 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 tra...

Page 21: ...cursor changes to a movable double bar that can be moved to resize the column Call States AltiServ applications report the status of calls A list of the states includes the following AA the call is b...

Page 22: ...on AltiServ connection limit has been exceeded No Contact Advantage license was found OR more than allowed number of AltiView users have attempted to log on Maintain the number of Con tact Advantage A...

Page 23: ...lpInterface dll Change directory to AltiClient directory type regsver32 AlpInterface dll Required Option Pack License Please con tact your local dealer A Contact Advantage 4 5 license key is required...

Page 24: ...re that is running This can lead to inconsis tent or no functional ity Please install the correct version before proceeding The installed version of AltiClient is outdated from AltiWare release Upgrad...

Page 25: ...14 Contact Advantage Manual...

Page 26: ...in as a Desktop User as described in Logging In on page 5 the AltiView main window appears This window provides tools to manage and monitor calls to facilitate management of your personal contacts an...

Page 27: ...alls according to your Enable Busy Call Handling settings Configuring Your Station Settings on page 67 Note Clicking DND here has the same effect as selecting Enable Do Not Disturb on the Call Handlin...

Page 28: ...nother window directly under the AltiView main window Figure 4 QuickNet call control window Use this window to modify the following call control functions Device select Telephone or Headset Codec sele...

Page 29: ...e from extension information or from an external database the number workgroup pilot extension number DNIS digits if available and call duration Handling Calls The Contact Advantage call handling func...

Page 30: ...m the dialing pad or from the keyboard number keys You can also use it to search for names As a list it displays extensions and the names associated with extensions as well as names and numbers import...

Page 31: ...aling pad in the Dialing window click the digits for the phone number As you enter the numbers they appear in the list box above the dial ing pad 2 Click the Dial button to place the call The main win...

Page 32: ...ing on which type of speed dial number you want to call click the Station Dial tab or the System Dial tab 2 Choose the speed dial entry from the list 3 Click the Dial button to place the call Redialin...

Page 33: ...d blind transfer 1 While connected to a call click the Transfer button This pops up the dial pad 2 On the dial pad enter the extension or phone number to transfer the call to then click Dial 3 While A...

Page 34: ...a call to an Attendant before you answer it Figure 10 Transfer to Auto Attendant Forwarding Calls Using Do Not Disturb Click the DND button to forward all incoming calls according to your Enable Busy...

Page 35: ...ps up 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 state and you see a confirmation dialo...

Page 36: ...button and repeat steps 2 4 The maximum number of conferenced parties is 6 Using Account Codes If your system is set up to use account codes you can associate calls to specific codes for billing or tr...

Page 37: ...ow select an account code from the scrollbox Note If your extension is configured to bypass account code validation you can enter an account code in the box at the bottom of the popup window 4 Click O...

Page 38: ...a voice mail message forwarded from another extension Listening to Your Voice Mail In the Voice Mail list select the message and use the voice mail controls at the bottom right of the window to play...

Page 39: ...he saved message of course you have to access on the remote server Save in local opens a dialog in which you choose a directory and file name for the wav file which you can then play on a media player...

Page 40: ...of the voice mail Forwarding Voice Mail To forward a voice mail to an extension or a VM Group 1 Select the voice mail in the Voice Mail view of the AltiView main window 2 Click the Forward button or u...

Page 41: ...up the phone hand set and you ll hear a prompt to record the message 2 Record the message and press the pound key A confirmation appears on screen 3 Click OK to confirm and complete the action Working...

Page 42: ...l Group Lists To work on your personal voice mail groups 1 In the AltiAgent main window click the Voice Mail tab to display the Voice Mail version of the window 2 Click VM Group button in the Voice Ma...

Page 43: ...y the group 4 Select the member extensions by selecting the check box next to each extension 5 When finished click OK Click the Clear button to deselect all extensions or click Cancel to exit without...

Page 44: ...3 Click the Clear button to deselect all extensions 4 Click OK to save and exit When you empty a group of members the group is deleted Monitoring If your system administrator has configured your exten...

Page 45: ...ps to which you belong 3 Select the check boxes next to the individual extensions Type Ext or workgroups Type WG Ext you want to monitor and click OK The extensions in the selected workgroups are now...

Page 46: ...g you can click the Status field to pick up the call at your own extension Conference the extension is on a conference call Voice Mail the extension is in voice mail Auto Attendant the extension is co...

Page 47: ...incoming calls Clicking the Number field dials that number Name Caller ID information if available or Unknown Date Time the call s date and time Note This history data is sorted by last disconnected...

Page 48: ...Contact Advantage Manual 37 Using Contact Adv as a Desktop User DNIS DNIS digits collected if available Memo a note attached to the call Use the Memo button to open a window to create a note...

Page 49: ...38 Contact Advantage Manual...

Page 50: ...he IP Extension integrated with NetMeeting option View caller data e g IP address account number credit card number name etc sent with an incoming call Pushing or sending a URL or web page to a web ba...

Page 51: ...Outbound Workgroup you can select another extension from the dropdown Logging Out or Changing Workgroups After you ve logged in you can log out or change the workgroups you re logged in as follows Cl...

Page 52: ...ent workgroup Tabs above the panel allow you to switch views between the workgroups you re logged in to The statistics are largely self explanatory but it may be noted that the Service Level represent...

Page 53: ...incoming calls according to your Enable Busy Call Handling settings Call Handling Provides call functions such as transferring the call or sending it to voice mail Configuration Lets you customize Alt...

Page 54: ...and simultaneously opening the page in your own browser in such a way that when you scroll or otherwise act on the page the other user sees the results in their own browser Sharing allows you to guid...

Page 55: ...sites you ve added to the list Pushing a web site or a web page is a two step process first you add it to your share list to make it available then you send it 1 In the Caller Data window click Add t...

Page 56: ...phone icon in the monitor list and take the co worker s call Figure 7 Workgroup Agent Monitor Window Choosing Workgroups to Monitor 1 Open the Monitor window by clicking the Monitor button in the Alt...

Page 57: ...u can click the Status field to ring that extension Connected the extension is in use Ringing the phone on the extension is ringing you can click the Status field to pick up the call at your own exten...

Page 58: ...s downward arrows indicate incoming calls Clicking the Number field dials that number Name Caller ID information if available or Unknown Date Time the call s date and time Note This history data is so...

Page 59: ...Workgroup tab to open the Workgroup window and view statistics on workgroup activity for the monitored workgroups Figure 9 Workgroup Agent Workgroup Window displaying workgroup statistics Most of the...

Page 60: ...e Supervisor s view of group statistics and is further discussed in Viewing Group Statistics on page 53 These statistics clear if the system is reset Click the Export button to export the statistics C...

Page 61: ...50 Contact Advantage Manual...

Page 62: ...his statistical data or export it to a CSF Call Summary Format file Further you can view call data for calls in queue You can listen to and if your system is set up for it barge in to agent phone call...

Page 63: ...orkgroups using the drop down lists and type the password for each workgroup pilot extension If you want the software to remember the passwords select the Save workgroup password check box When you re...

Page 64: ...anatory but you may wish to note the following Wrapup whether or not to allow wrapup time and the duration that can be used to wrap up after hanging up a workgroup call are determined in the AltiWare...

Page 65: ...tension number Average talk time the average amount of time workgroup agents are actually talking to callers The average time per agent is shown in the Agent Statistics window Busy the number of agent...

Page 66: ...dow displays statistics for each agent including the number of calls answered the average talk time average amount of time spent on the phone per call and the average time spent in wrap up The table a...

Page 67: ...ight to the current time and the data is cleared and refreshed at midnight To change the display Click the Zoom In and Zoom Out buttons to change the length of time displayed Zoom In takes the display...

Page 68: ...diness state and the agent s status either idle or busy If the agent is connected to a caller call data and Caller ID data are displayed indicating whether the call is incoming or outgoing Personal or...

Page 69: ...ions but also a Triton Resource Board to be installed in the AltiServ system If you attempt to make use of these features when there is no board present you ll get a fast busy signal You can monitor o...

Page 70: ...all 1 In the Agent State window click to select an agent connected to an incoming workgroup call 2 Click the Barge In button to ring your extension then speak to the agent and caller through the hands...

Page 71: ...e the queue data to a CSF Call Summary Format file or use the Print button to print the records Workgroup CDR Search Workgroup CDR search lets you specify a search by workgroup To perform this search...

Page 72: ...connected transfer park system park conference call and transfer cancel Messages incoming calls directed to voicemail Unanswered Calls incoming or outgoing calls not answered by a person Note For CDR...

Page 73: ...ndow Refer to Search Results on page 63 for details on working with search results Workgroup Statistics Search Workgroup Statistics lets you search workgroup call data rtmData mdb records captured fro...

Page 74: ...atistics statistics on a specific workgroup Agent Statistics per Workgroup statistics on a specific agent for a specific workgroup Agent Statistics statistics on a specific agent for every workgroup t...

Page 75: ...64 Contact Advantage Manual All Statistics windows WG Agent Statistics Per WG Agent also have a Stop button For explanations of records and database schema refer to the CDR Manual...

Page 76: ...ge Notify how and when to notify yourself about incoming voice messages Station Speed your personal speed dial numbers System Speed you can view and edit the name and comments but not the number itsel...

Page 77: ...w In this window you can edit your password the default trunk access code voice mail settings Contact Advantage audio and video behavior and external database access options Default Trunk Access The t...

Page 78: ...ch alerts you when a call goes into your workgroup s queue See Advanced Options for Web based and Workgroup Calls on page 68 for details Select the Auto Close check box to have Contact Advantage close...

Page 79: ...rkgroup agent but not as a desktop user Click the Advanced button to select advanced options Figure 2 Advanced database options The first three radio buttons provide choices for when to open a text ch...

Page 80: ...and configuration with Contact Advantage please contact NOVO Technical Support Call Handling Click the Call Handling tab in the Config window to configure incoming call handling for your extension Fig...

Page 81: ...enabled Do Not Disturb If you want to use the Auto Attendant and you don t know the number of the phrase or menu you want to use check with your system administrator Place call in queue is available...

Page 82: ...all calls will go into voice mail and not to the ONA forwarding numbers you specify Enable Call Forward must be disabled Otherwise all calls will be forwarded according to this setting See Call Handl...

Page 83: ...n the Caller ID Verification fields For local numbers use 7 digits 5555555 For long distance numbers use 10 digits area code local number Note If you enter no numbers in the Caller ID Verification fie...

Page 84: ...ONA settings a call forwarded 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...

Page 85: ...t to be alerted N A urgent voice messages only all voice messages or all voice messages and email too How and where to notify you in the Message Notification or Reminder Message by calling a options i...

Page 86: ...tance prefix 1 and area codes must precede the phone number Station speed dial numbers are also set up by using the 25 feature code on your phone set as described in Other Features on page 42 Click th...

Page 87: ...d then click OK System Speed Dialing Click the System Speed tab in the Config window to view the System Speed Dial entries System speed dial numbers are set up in AltiAdmin the AltiWare Administrator...

Page 88: ...0 call transfer 22 call waiting 22 calls list 18 Center configuration 65 76 Centrex transfer 23 conference call 24 Conference state 10 configuration 65 65 76 call handling 69 general 66 message notifi...

Page 89: ...ndling 70 Not Ready status 43 notifications 73 NOVO 69 O OK button 65 One Number Access password 72 One Number Access configuration 70 One Number Access Setup 71 P pager and forwarding 70 Park state 1...

Page 90: ...onnectivity 9 U uninstall 3 uninterruptible power supply UPS 53 upgrade 2 UPS uninterruptible power supply 53 URL sharing 43 URLs 43 V viewing agent status 58 viewing queues 59 voice mail 22 26 33 for...

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