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Center 4.0 User Guide

35

Al
tiAg

e

n

t

C

H A P T E R

4

Using Center as a Workgroup
Agent

AltiAgent is a desktop call control application for workgroup agents to
manage their workgroup calls from the PC. AltiAgent allows direct access
to call handling as well as configuration functions including the following.
You cannot log in as a workgroup agent using the 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-based call.

•

Logging off one or more workgroups using selecting a two-digit
reason code that corresponds to a particular course of action, if logoff
reason codes are used in your workgroup.

•

Viewing and printing workgroup call data.

The basic call handling and voice mail features and functions
available in AltiAgent are described in the chapter, “Using
Center as a Desktop User,” which begins on page 15. Please

refer to that chapter for basic call handling procedures. This chapter
covers workgroup-specific activities.

Logging In

After you complete your initial login and choosing to login as a
Workgroup Agent as described beginning on page 7, you see a Group
Login window.

Figure 16.

Group Login window

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Содержание CDR Search 4.0

Страница 1: ...Center AltiView AltiAgent and AltiSupervisor for AltiWare Open Edition OE Release 4 0 User Guide Revised 09 2000 4504 0001 4 0...

Страница 2: ...ommunications Inc will not be liable for technical or editorial errors or omissions contained within the documentation The information contained in this documentation is subject to change without noti...

Страница 3: ...stalling AltiView Voice Mail Service at AltiServ 5 Microsoft Outlook Support 5 ACT GoldMine Support 5 CHAPTER 2 Getting Started 7 Logging In 7 Logging in from a Remote Location IP Extension 9 Hiding o...

Страница 4: ...ists 27 Creating a VM Group 28 Changing a VM Group 28 Deleting a Group 29 Monitoring Extension Activity 30 Choosing Extensions to Monitor 30 Reading the Monitor List 31 Viewing the Call History 32 CHA...

Страница 5: ...ring Listening in and Barging In 51 Viewing the Queues 52 CHAPTER 6 Configuring Your Station Settings 53 Apply Button and OK Button 53 General Information 54 Default Trunk Access 54 Voice Mail Play Op...

Страница 6: ...Table of Contents vi Center 4 0 User Guide...

Страница 7: ...urchaser 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 resulting from a Accident misuse neglect f...

Страница 8: ...23 AltiGen Communications Inc 47427 Fremont Blvd Fremont CA 94538 Upon authorization of return AltiGen will decide whether the malfunctioning product will be repaired or replaced 2 To obtain warranty...

Страница 9: ...imitation of liability shall survive failure of the exclusive remedy set forth in the limited warranty above Effect of State Law This warranty gives you specific legal rights and you may also have oth...

Страница 10: ...Warranty x Center 4 0 User Guide...

Страница 11: ...indows 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 0 r...

Страница 12: ...re simultaneous connections he would purchase another 8 user license the closest number to 6 The installer would enter the license number and AltiWare will add this number to the system s total provid...

Страница 13: ...digit software license key located on the End User License Agreement shipped with your upgrade package and click Next 5 After the code is validated the system will confirm that the upgrade was succes...

Страница 14: ...ROM drive 3 Run the Setup program under Center Center Client and follow the step by step installation instructions as they appear on the screen You are now ready to log onto Center as a Desktop User...

Страница 15: ...button depending on which version of Windows you re running 4 Click OK to in the dialog box to confirm you want to remove the service and respond to any additional prompts Microsoft Outlook Support C...

Страница 16: ...Installation 6 Center 4 0 User Guide...

Страница 17: ...ll pick up and member login logout directly from the desktop AltiSupervisor is a version of Center designed for supervisors of workgroup agents Through AltiSupervisor you can monitor the status and pe...

Страница 18: ...Center 3 If you re using an IP extension select the IP Extension Integrated with NetMeeting check box to access Center through an IP extension To do this the extension must be set up as in IP extensi...

Страница 19: ...connection to your Internet Service Provider To use Center remotely through an IP Extension follow the steps below 1 Check with your administrator to make sure the extension you re using has been set...

Страница 20: ...as a desktop user or workgroup agent Pop ups work when Center is hidden minimized but not when you have exited See Screen Pop and Auto Close on page 55 Using the Windows Tray Phone Icon After you log...

Страница 21: ...connected Dial Tone a dial tone is present AltiView is ready to dial out Error receipt of an error tone Hold the call is on hold Hold Pending the call is being transferred or conferenced Idle the ext...

Страница 22: ...check server name or network connection You are not connected to AltiServ Check the server field IP address or DNS name by 1 Pinging the network server address OR 2 Try using the IP address of AltiSer...

Страница 23: ...dll Required Option Pack License Please contact your local dealer A Center 4 0 license is required but not installed Install option pack license in AltiServ system You have entered an invalid passwor...

Страница 24: ...Getting Started 14 Center 4 0 User Guide...

Страница 25: ...re 3 AltiView main window About the Main Window The window consists of the following displays and buttons The Call Status panel displays the status of the currently active call a list of any calls on...

Страница 26: ...ton provides a view into extension or workgroup activity and provides access to past call logs About the Calls List Figure 4 Calls List The calls list displays the call status for each call as describ...

Страница 27: ...box As a text box it displays numbers that you enter from the dialing pad or from the keyboard number keys You can also use it to search for names As a list it displays tensions and the names associat...

Страница 28: ...ing 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 windo...

Страница 29: ...n Speed Entries on page 64 for details on setting up speed dial numbers 1 Depending on which type of speed dial number you want to call click the Station Dial tab or the System Dial tab 2 Choose the s...

Страница 30: ...Transfer button This pops up the dial pad 2 On the dial pad enter the extension or phone number to which to transfer the call to then click Dial 3 While AltiView dials the new number you re asked to...

Страница 31: ...ct the operator or an Auto Attendants to transfer to using the drop down list You can also transfer a call to an Attendant before you answer it Figure 8 Transfer to Auto Attendant Conferencing Calls A...

Страница 32: ...cted and want to reconnect to the first call click the Hold Pending status representing the call 3 After the third party connects you can announce the conference by clicking OK in the dialog box If th...

Страница 33: ...voice mail messages are indicated by a white closed envelope icon in the status window of AltiView If the new message is urgent a red envelope icon is displayed Heard voice mail messages are indicate...

Страница 34: ...has been heard As the message is played the status window displays Play Use the tape player type buttons to play the message If you click another message in the list the current message stops playing...

Страница 35: ...Call button to call back the sender Attaching a Memo To add a note to accompany a voice mail click the Memo button to invoke the Memo window Figure 12 Attaching a memo to a voice message Type in the...

Страница 36: ...of the name into the Search by Name box The the matching names display in the list as you type To select a name select the check box next to it 4 Optionally you can leave an introductory message Sele...

Страница 37: ...Lists in other AltiWare interfaces There are two types of voice mail groups you can use System based groups are set up in the AltiWare Administrator You can use but not edit these lists in AltiView P...

Страница 38: ...x next to each extension 4 When finished click OK Click the Clear button to deselect all extensions or click Cancel to exit without saving your edits Changing a VM Group To add or removing extensions...

Страница 39: ...Voice Mail Group 1 Access the VM Group window as described on page 27 2 Click the Change button in the VM Group Edit window to open the Change Group window 3 Click the Clear button to deselect all ex...

Страница 40: ...n the monitor list and take the co worker s call Figure 14 Monitor window Choosing Extensions to Monitor Open the Monitor window by clicking the Monitor button in the AltiView main window This allows...

Страница 41: ...ot in use You can click theState field of an idle extension to have AltiView connect you to that extension Connected the extension is in use Ringing the phone on the extension is ringing You can click...

Страница 42: ...s date and time This history data is sorted by last disconnected and not in the order the call was received It is therefore possible to have a record with an earlier timestamp followed by a record wit...

Страница 43: ...g click Delete All or right click any entry and select Delete All Placing Calls from the History List To call a number or extension in the list click the number Attaching a Memo to an Entry To attach...

Страница 44: ...Monitoring Extension Activity 34 Center 4 0 User Guide...

Страница 45: ...a URL or web page to a web based call Logging off one or more workgroups using selecting a two digit reason code that corresponds to a particular course of action if logoff reason codes are used in y...

Страница 46: ...ample of which is shown on the previous page To log out or change workgroups deselect the check box es next to the workgroup s you re logging out from If Logout Reason Codes are required in your syste...

Страница 47: ...hold or redial calls The Call Handling buttons provide call functions such as transferring the call or sending it to voice mail The Configuration button allows you to customize AltiAgent settings See...

Страница 48: ...in their web browser 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 scroll or otherwise act on the page the o...

Страница 49: ...me account numbers etc including data from your external database such as Outlook if available Sharing or Sending a URL or Page The URL Sharing panel in the Caller Data window displays the addresses o...

Страница 50: ...your extension s configuration in the AltiWare Administrator provides for it you can monitor the activity on other workgroup extensions view a call history view workgroup statistics and view calls in...

Страница 51: ...connect you to that extension Connected the extension is in use Ringing the phone on the extension is ringing You can click the status box of that extension to answer a call from your own extension Co...

Страница 52: ...ice Level represents the percentage of workgroup calls that have been taken out of queue before the Threshold time has expired Also note that the Login Time is the time you logged in to the workgroup...

Страница 53: ...Click the Queue tab to open the Queue window to view the calls in queue for the monitored workgroups The call data includes the Caller ID and caller name if available as well as the workgroup and amou...

Страница 54: ...Using Center as a Workgroup Agent 44 Center 4 0 User Guide...

Страница 55: ...ne calls You cannot use AltiSupervisor logging in with the IP Extension Integrated with NetMeeting option Logging In After initial login as a Supervisor described as described on Logging In on page 7...

Страница 56: ...pup 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 Administrator The statistic shows the number of ag...

Страница 57: ...e actually talking to callers The average time per agent is shown in the Agent Statistics window Busy the number of agents whose phones are off hook or the extension is in the Forward All Calls or Do...

Страница 58: ...plays 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 also dis...

Страница 59: ...red is from midnight to the current time and the data is cleared and refreshed at midnight You can change the display as follows Click the Zoom In and Zoom Out buttons to change the length of time dis...

Страница 60: ...t is connected to a caller Caller ID and call data is displayed The green light will turn red if the extension is off hook the extension is in the Forward All Calls FWD state the extension is in the D...

Страница 61: ...cannot be monitored Also you cannot use listen or barge in on parked calls calls on hold or in conference Listening In When you listen in to a call you cannot be heard To listen in to a call 1 In the...

Страница 62: ...r each call in queue the Queue window displays the ID the wait time Caller ID and Caller Name if available The maximum number of calls in queue at any one time is 34 Exporting or Printing Statistics U...

Страница 63: ...l handling Message 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 the...

Страница 64: ...the Config window In this window you can edit your password the default trunk access code voice mail settings Center audio and video behavior and external database access options Default Trunk Access...

Страница 65: ...Center close the popup window once you have finished with the call Accessing Databases Center can access phone numbers from your Microsoft Outlook ACT or Goldmine database During installation the inst...

Страница 66: ...ced database options The first three radio buttons provide choices for when to open a text chat session during web based calls that is whether to open NetMeeting in coordination with the calls You can...

Страница 67: ...runk access code in the drop down list then begin with the outside trunk or route access digit and any long distance prefix digits such as 1 and area code If you want to use One Number Access see page...

Страница 68: ...ify how you want to handle incoming calls when you re already on the phone or when you can t answer the phone for example when you ve enabled the Do Not Disturb state If want to use the Auto Attendant...

Страница 69: ...call the caller is sent into the user s voice mail Before You Set Up One Number Access Before you use ONA you need to make sure your call handling settings are appropriate see page 62 You need to be l...

Страница 70: ...indow to open the One Number Access window in which you set ONA options Figure 30 One Number Access window Determine the times you want to be available to ONA callers This can be at all times during b...

Страница 71: ...ng distance numbers use 10 digits area code local number Using a Password You can also enter a password number such as 5555 so that a caller who knows this password can use ONA to find you regardless...

Страница 72: ...ification options Use this window to set the notification options The types of messages on which you want to be alerted none urgent messages only all voice messages or all voice messages and email too...

Страница 73: ...ssign and store up to 20 Station IDs speed dial entries When you add a number all relevant prefix digits such as trunk or route access number the long distance prefix 1 and area codes must precede an...

Страница 74: ...ion Speed Entries To delete a speed dial number click theStation ID and click Edit to open the Dial Setting dialog box Click Clear and then click OK System Speed Dialing Click the System Speed tab in...

Страница 75: ...1 call transfer 20 call waiting 20 calls list 16 Center configuration 53 64 change monitor window 41 conference call 21 Conference state 11 configuration 53 53 64 call handling 57 general 54 message n...

Страница 76: ...kgroups 40 mouse dialing 18 Music on Hold state 11 N NetMeeting 56 no answer handling 58 Not Ready status 38 notifications 62 O OK button 53 One Number Access password 61 One Number Access configurati...

Страница 77: ...tivity 9 U uninstall 5 uninterruptible power supply UPS 46 upgrade 2 UPS uninterruptible power supply 46 URL sharing 38 URLs 38 V Verify Caller ID 61 viewing agent status 51 viewing queues 43 52 voice...

Страница 78: ...Index 68 Center 4 0 User Guide...

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