Altigen Center User Guide

Center

™

,

™

AltiView

for AltiWare Open Edition (OE) Release 4.0

AltiAgent

™

and

,

AltiSupervisor

User Guide

Revised 09/2000 4504-0001-4.0

™

WARNING!

Toll fraud is committed when individuals unlawfully gain access to customer
telecommunication systems. This is a criminal offense. Current ly, we do not know
of any telecom m unications system that is immune to this type of crimi nal activity.
AltiGen Co mmunicat ions, Inc. will not acc ept liability for any damage s, incl uding
long distance charges, which result from unau thorized and/or unlawful us e.
Although AltiGen Communications, Inc. has designed security features into its
products, it is your sole re sponsibility to use the security features and to establish
security pr acti ces wit hin your co mpany , includ ing tr aining, secur ity awa reness, and
call auditing.

NOTICE

While every e ffort has been made to ensure accuracy, AltiGen Communications,
Inc. will not be li able f or technica l o r ed itor ial err ors o r omi ss io ns cont ai ned w ithi n
the documentation. The information contained in this documentation is subject to
change without notice.

This documentation may be used only in accordance with the terms of the AltiGen
Communications, Inc. License Agreement.

AltiGen Communications, Inc.
47427 Fremont Blvd.
Fremont, CA 94538
Telephone: [phone]
Fax: [phone]
E-mail: [e-mail]
Web site: www.altigen.com

TRADEMARKS

AltiGen, AltiServ, AltiWar e, Alt iSpan, AltiReach, AltiLink, AltiConsole,
AltiAdmin, A ltiVie w, AltiAg ent, AltiSuper visor, Center, Zoomera ng and Dy namic
Messaging are trademarks or registered trademarks of AltiGen Communications,
Inc.

All other brand names mentioned are trademarks or registered trade m arks of their
resp ec tive manufacturers.

Copyright © AltiGen Communications, Inc. 2000. All rights reserved.
Printe d in U.S.A.

09/2000 Part Number 4504-0001-4.0

Contents

Table of Contents

ARRANTY

W

HAPTER

C

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

1

Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

Client System Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

Session Licensing and License Upgrade Procedures . . . . . . . . . . . . 2

Installation and Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

Pre-Installation Checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

Installing Center on a Client System . . . . . . . . . . . . . . . . . . . . . . 4

Installing AltiView Voice Mail Service on AltiServ . . . . . . . . . . 4

Uninstalling Center. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Uninstalling AltiView Voice Mail Service at AltiServ . . . . . . . . 5

Microsoft Outlook Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

ACT/GoldMine Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

HAPTER

C

2

Getting Started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Logging In . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Logging in from a Remote Location (IP Extension) . . . . . . . . . . . . 9

Hiding or Exiting Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Using the Windows Tray Phone Icon. . . . . . . . . . . . . . . . . . . . . 10

Resizing the Display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Call States . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Error Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

VII

HAPTER

C

3

Using Center as a Desktop User . . . . . . . . . . . . . . . . . . . . . . 15

About the Main Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

About the Calls List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Handling Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Dialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Dialing By Number. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Dialing By Name or Extension. . . . . . . . . . . . . . . . . . . . . . . . . . 18

Dialing Speed Dial Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Placing Calls on Hold. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Center 4.0 User Guide iii

Table of Contents

Using Call Waiting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Transferring Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Sending Calls to Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Conferencing Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Using Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

About the Voice Mail Window . . . . . . . . . . . . . . . . . . . . . . . . . 23

Listening to Your Voice Mail. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Saving Remotely or Locally. . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Deleting the Message. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Returning the Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Attaching a Memo . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Forwarding Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Working with Voice Mail Groups (Distribution Lists) . . . . . . . 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

HAPTER

C

4

Using Center as a Workgroup Agent . . . . . . . . . . . . . . . . . . 35

Logging In . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Logging Out or Changing Workgroups . . . . . . . . . . . . . . . . . . . . . 36

About the Main Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Call Handling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Setting Status to Ready or Not Ready . . . . . . . . . . . . . . . . . . . . 38

Viewing, Sharing, or Pushing Data . . . . . . . . . . . . . . . . . . . . . . 38

Using Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

Monitoring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

selecting the Workgroups to Monitor. . . . . . . . . . . . . . . . . . . . . 41

Reading the Monitor List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Viewing a Call History. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Viewing Workgroup Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . 42

Viewing Queues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

iv Center 4.0 User Guide

Table of Contents

HAPTER

C

5

Using Center as a Supervisor . . . . . . . . . . . . . . . . . . . . . . . . 45

Logging In . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

Viewing Group Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

Viewing Agent Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

Viewing a History of Agent Activity . . . . . . . . . . . . . . . . . . . . . 49

Viewing Agent Current Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

Monitoring—Listening in and Barging In . . . . . . . . . . . . . . . . . 51

Viewing the Queues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

HAPTER

C

6

Configuring Your Station Settings . . . . . . . . . . . . . . . . . . . . 53

Apply Button and OK Button. . . . . . . . . . . . . . . . . . . . . . . . . . . 53

General Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

Default Trunk Access. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

Voice Mail Play Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

Screen Pop and Auto Close . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

Accessing Databases. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

Call Handling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57

One Number Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

Message Notifications. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62

Station Speed Dialing Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

Adding or Editing Station Speed Entries . . . . . . . . . . . . . . . . . . 64

System Speed Dialing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64

NDEX

I

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65

Center 4.0 User Guide v

Table of Contents

vi Center 4.0 User Guide

Warranty

Coverage

AltiGen Communications warrants its hardware products to be free from
defects in material and workmanship during the warranty period. If a
product proves to be defective in material or workmanship during the
warranty period, AltiGen Communications will, at its sole option, repair,
refun d or replace the product with a like product.

Length of Warranty

All AltiGen Communications products are warranted for one (1) year for
all parts from the date of the first consumer purchase.

Who the Warranty Protects

This warranty is valid only for the first consumer purchaser.

What the Warranty Does Not Cover

1. Any product on wh ich th e serial n umber has been defaced, m odified or
removed.

2. Damage, deterioration or malfunction resulting from:

a. Accident, misuse, neglect, fire, water, lightning, or other acts of

nature, unauthorized product modification, or failure to follow
instructions supplied with the product.

b. Repair or attempted repair by anyone not authorized by AltiGen

Communications

c. Any damage of the product due to shipment.
d. Remova l or in stallation of t he produc t.
e. Causes external to the product, such as electric power fluctu ati ons

or failure.

f. Use of supplies or parts not meeting AltiGen Communications’

specifications.
g. Normal wear and tear.
h. Any other cause which does not relate to a product defect.
i. Removal, installation, and set-up service charges.

.

Center 4.0 User Guide vii

Warranty

Service

End user customers should contact your Authorized AltiGen Dealer for
service.

Authorized AltiGen Dealers must follow the steps below for service:

1. T ak e or ship th e product, prepaid, t o y ou r AltiGe n dist r ibutor o r t o
AltiGen
All materials being returned to Alti Gen must have an associated RMA
number. RMA numbers are issued by AltiGen Customer Service and
can b e obtained by calling 1-888-ALTIGEN (258- 4436) o r faxing an
RMA form (See Append ix C) to 510- 252-9738, at tenti on t o Cust omer
Service. AltiGen reserves the righ t to refuse return of any material that
does not have an RMA number. The RMA number should be clearly
marked on the outside of the box in which the material is being
returned. Please see the example below:
Attn.: RMA # 123
AltiGen Communications, Inc.
47427 Fremont Blvd.
Fremont, CA 94538
Upon authorization of return, AltiGen will decide whether the
malf un ctioning product will be repaired or repla c ed.

Communications, Inc.

2. T o obtain warranty service, you will be requir e d to provide:

a. the date of purchase
b. serial number of the product
c. your name and company name
d. your shipping address
e. a description of the problem.

3. For additional information contact your AltiGen Dealer or AltiGen
Communications, Inc. directly at 1-888-ALTIGEN (258-4436) or via
e-ma il at service@altigen .com.

Limitation of Liability

Except for personal injury, direct damages to tangible personal property
proximately caused by AltiGen products and liability otherwise expressly
assumed in a writte n agreement si gned by AltiGen, t he liabil ity of AltiGe n,
its affi liates , sup p liers, and autho r ized r eseller s for an y claims, losses,
damages, or expen se s from any cause whatso ever (including acts of
omission of third parties), regardless of the form of action, whether in

viii Center 4.0 User Guide

contract, tort or otherwise, shall not exceed an amount equal to the lesser of
the direct damages proven or the p urchase price of th e produc t. In no event
shall AltiGen or it s affi liat es, suppl iers, or a uthor ized rese llers be l iable for
incidental, consequential or any other indirect loss or damage (including
lost profits or revenues) incurred in connection with the product. This
limitation of liability shall survive failure of the exclusive remedy set forth
in the limited warranty above.

Effect of State Law

This warranty gives you s pecifi c legal right s, and you may also ha ve other
rights which vary from state to state. Some states do not allow limitations
on imp lied warrantie s and/or do not allow the exclusion of incid ental or
consequential damages, so the abov e limitations and exclus ions may not
apply to you.

Sales Outside the U.S.A.

For AltiGen Communic ations produc ts sold outsi de of the U.S.A., contact
your AltiGen Communications dealer for warranty information and
services.

Center 4.0 User Guide ix

Warranty

x Center 4.0 User Guide

Client System Requirements

HAPTER

C

1

Installation

The following items are included in the Center 4.0 package:

• Center 4.0 CD ROM

• Center 4.0 User Guide

• Center 4.0 Server Licens e Agreement
If any of these items are missing or damaged, please contact your

Authorized AltiGen dealer.

Client System Requirements

The client system must each meet the following minimum requirements.
For server system requ irements, see the Altiware Getting Started Manual.

• IBM/ P C A T compat ib le system

• Intel 133 MHz Pentium

• Windows 95 (with DCOM95 installed), or Windows 98 (or higher), or
Windows 2000, or Windows NT 4.0 or higher, Server or Workstation.

• 30 MB Hard Drive Disk Space

•32 MB RAM

Installation

• SVGA monitor (800 x 600) with 256 color display, or better

• Keyboard and Mouse

• AltiWare OE Release 4.0 running on a serve r accessib le to this cli ent.

Center is an option al soft ware packag e that runs wit h the AltiWar e OE 4.0
system. To enable the features in this package, the Center 4.0 Server
License mus t be inst al led in Alti Ware . Once the ser ver li cens e is ins t alled ,
session licens es must a lso be in st alle d t o ena ble client se ssions.

The Center software can be installed on a Windows 95/98/2000 or
Windows NT PC.

To install the Center client software, you can load Center client on a
network server and then using your company’s distribution software,
deliver the Center client software to each desktop PC.

Center 4.0 User Guide 1

Installation

Most frequ ently, t his means loa ding th e sof tware o nto a shared n etwor k file
server and copying t he softwar e to each desktop PC. Alt ernative ly, you can
use Center CD ROM to install the program on each deskto p.

Session Licensing and License Upgrade Procedures

AltiWare OE (Rel ea se 4.0 or higher) comes with one free licensed
connection to support an AltiView client. Center client sessions can be
added to the AltiWa re se rver at any t ime and i n di screte numbers: e.g. 4, 8 ,
16 and/or 32 simultaneous sessions. For example, to provide 24 desktops
with 24 simultaneous connections, the installer will enter two purchased
license numbers; one for 8 licenses and one for 16 licenses using the
upgrade inst allation proc edures. The syst em will have a capacit y of 25 to tal
simultaneous connections.

Further, if the customer later wants an additional 6 more simultaneous
connections, he would purchase another 8-user license (the close st number
to 6). The installer would enter the license number and AltiWare will add
this number to t he sys tem’ s tot al, prov idi ng this cust omer with a to tal of 3 3
(8+25) simultaneous connections.

The AltiWare server does not need to be rebooted to activate these new
connections.

Center 4.0 soft ware is pac kaged i n differ ent simultaneous se ssion l icense s.
Each package consists of the Center 4.0 installation CD, manual and
licensing for a particular number of sessions.

Customers purchase one or more of these packages for th e desired capacity
of simultaneous Center users. For example, if purchasing the 16 sessions
license for a group of 20 people, all 20 workstations can have Center
installed, but only 16 workstations can use Center at the same time.

Software Model Number

Center 4.0
Center 4.0
Center 4.0
Center 4.0

2 Center 4.0 User Guide

ALTI-AVW200E-004 4 sessions license
ALTI-AVW200E-008 8 sessions license
ALTI-AVW200E-016 16 sessions license
ALTI-AVW200E-032 32 sessions license

# of (Si m ultane o u s )

Sessions License

Upgrading Licenses

Session Licensing and License Upgrade Procedures

To increase th e number o f simultaneous Cente r sessions, follow t h ese
steps:

1. Insert the AltiWare CD into the CD drive.

2. Run the SETUP.EXE in the AltiWare OE fo lder to run the setup
program.

3. Select the Upgrade Port License option and click OK.

4. Enter the 20-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 successful and ask if you wish to add additional licenses.
You can add addit ional licens es now or at a ny point late r by f ollowing
this procedure.

6. You can ve rify the new number o f extensio ns when you run Alti Admin
by selecting About AltiWare… on the Help menu, then clicking the
License Information button to view a window that displays licenses
and session information.

Installation

Center 4.0 User Guide 3

Installation

Installation and Setup

Pre-Installation Checklist

Before installation Center, please revie w t he following check list:

• Make sure that A ltiWar e OE 4.0 has be en installe d o n the AltiServ
system.

• Make sure that AltiView VM Service has been installed on the
AltiServ system, as discussed in a subsequent subsection.

• Make sure that TCP/IP is enabled on both machines.

• Make sure the client is able to connect to the server on the network.

Installing Center on a Client System

After completing the pre-installation checklist, proceed as follows on the
client machine:

1. Exit any/all Windows applications.

2. Insert the AltiWare CD into the CD ROM drive.

3. Run the Setup program under C enter\Center Cl ient and fo llow the step
by step installation instructions as they appear on the screen.

You are now ready to log onto Center as a Desktop User, AltiAgent or an
AltiSupervisor. For more detailed information on each version, refer to
subsequent chapters in this manual.

Installing AltiView Voice Mail Service on AltiServ

AltiG en Switching S e r v ice must b e installed first. A l ti G e n Sw itchin g
Service is inst alled and run when you install AltiWare a nd anytime you run
the AltiWare Administrator.

1. On th e client s ystem, l ocate AltiServ on the network .

2. Run SETUP.EXE under AltiView\AltiView VM Service directory
and follow the prompts.

3. Access Services from the Control Panel on the NT or from Programs

Administrative Tools Component Services on Windo ws

2000.

4. Highlight AltiView Voice Mail Service and click Start.

4 Center 4.0 User Guide

Uninstalling Center

Microsoft Outlook Support

1. From the Windows Start menu, select Programs Cent er
Uninstall Center.

2. Click OK when th e dial og box asks if you want to uninstall the
program, and respond to any additional prompts.

Uninstalling AltiView Voice Mail Service at AltiServ

1. From the Windows Start menu, sel ect Programs AltiView VM
Service Stop AltiView VM Service.

2. In th e Contro l P an el, select Add/Remove Programs.

3. Choose AltiView VM Service and click the Add/Remove or Change/
Remove 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

Center suppor ts Microsoft Outl ook 97, 98, and 2000, permitting t he Center
user to obtain phone numbers to dial from Out look’s Con ta ct Lists. Center
also allows the user to s ee the i ncoming call s which have a matching re cord
in the Outl o o k C on t act Lists .

Installation

Center require s that y ou to set up th e Microsoft Con ta cts li st prior to using
this feature in Center.

ACT/GoldMine Support

Center supports ACT 2000 and GoldMine 5.0 contact management
softwa r e, allowing the AltiView user to access co nt act lists fr om ACT or
GoldMine contact records.

Center 4.0 User Guide 5

Installation

6 Center 4.0 User Guide

Getting Started

HAPTER

C

Logging In

2

Center 4.0 is a suite of desktop applications for managing personal calls,
workgroup calls and perf orming phone an d supe rvisor y func tions from t he
PC. Center contains three application s:

• AltiView is the primary software application designed for general
desktop PC users in an AltiServ enviro nment. With AltiView you can
access, configure and perform several of Alti Serv’s PBX functions
directly from the desktop. These functions include call handling , call
forwarding, voice mess aging, extens ion monitoring, and One Number
Access. In addition, AltiView integrates with contact management
software including Microsoft Outlook, ACT and GoldMine.

• AltiAgent is a version of Center designed for workgroup agents.
Through an AltiAgent windows, you can monitor workgroup related
statistics, workgroup call pick up and member login/logout directly
from the desktop.

• AltiSupervisor is a version of Center designed for supervisors of
workgroup agents. Thr ough AltiSupervis or you can monitor the status
and per formance of a workg roup, including AltiAgent calls, real time
workgroup stat isti cs and trun k s tate. This inf ormati on can b e stor ed to
an internal or external CDR database for future review and analysis.

Logging In

Getting Started

Before you log in

When you log in for the first time, you need to know either the server name
or the IP address of the server you’ll be linking to. If you use the server
name and not the IP a ddress, Center re place s the name with the IP ad dress,
eliminating the need of a DNS (Domain Naming System) search.

To obtain the AltiServ IP address, ask your IT administrator.
If you are connecting to the Internet through a modem connection, before

you log in, establish a session connection from your PC to your local
Internet Se rvice Pr ovider. If you’re us ing a low-s peed c onnection, t he log in
may take some time as a large amount of dat a is transferred to your desktop.

Center 4.0 User Guide 7

Getting Started

To Log In

1. Run the Cent er applic at ion and , if this is th e fi rs t l ogin to t his Al tiSe rv
system, enter the s ervers IP addre ss or name of the system you wil l be
using. If this is not your first login, go on to the next step.

Figu r e 1. Logg i ng In

2. Enter your Extension number and Password assigned to your phone.
Optionally, you can check the Always save password check box to
store your login password the next time you access Center.

3. If you’re using an IP extension, select the IP Extension Integrated
with NetMeeting check box to acces s Center through a n IP extensio n.
To do this, the extension must be set up as in IP extension in
AltiAdmin and you must have Microsoft NetMeeting 3.01 or higher
installed on your desktop. You cannot log in as a workgroup agent or
supervisor using an IP extension. Refer to the discussion in the next
subsection for more information on using IP extensions.
If you’re using an Inte rnet Phone Jac k or IP phone, do not select the IP
Extension Integrated with NetMeeting check box.

4. Click OK to open the next login window.

Figure 2. Choosing the type of login

8 Center 4.0 User Guide

Logging in from a Remote Location (IP Extension)

5. Select th e usage — De sktop U ser (AltiVi e w), Workgroup Agent
(AltiAgent), or Workgroup Supervisor (AltiSupervisor)—and click
OK to complete the login.

Logging in from a Remote Location (IP Extension)

For desktop use, but not for workgroup agent or supervisor use, you can
access Center from a remote location using an IP extension. All the call
handling functi ons are the same as log ging in locally, wit h the excepti on of
the ability to configure 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.

In orde r to run C en ter remotely, i f you connect to t he Internet th r ough a
modem connection, first you need to establish a session co nnection to your
Internet Service Provider.

To use Center remotely through an IP Extension, follow the steps below.

1. Check with your administ rator to make sure the extension you’re using
has been set up as an IP extension in AltiAdmin.

2. If you are not already running NetMeeting 3.01 or higher, download
and install it from Microsoft’s web or FTP sites.

3. Leave the IP Extension Integrated with NetMeeting check box
unchecked unless you specifically want to use that option. (See
Figure 1 on pa ge8.)

4. Click OK.

Note for those using the I P Extension Integrated with
NetMeeting option. Center uses conferencing features that
require the same data channels as NetMeeting. If NetMeeting

is running, you will see a prompt remindi ng you to close t he program.

Getting Started

Troubleshooting IP Connectivity

If problems occur, they may be due to a failure to connect to your ISP
provider or due to firewalls at your work preventing direct access to th e
AltiServ server. For firewall installation, see the AltiWare Getting Started

Manual chapter on Software Installation.

Center 4.0 User Guide 9

Getting Started

As a test, you can choose Run from the Windows Start menu, then enter

Ping <IP address> [ENTER]

where <IP address> is the AltiServ system you want to connect to. An
example of the IP address form is 123.234.231.143

If you do not get a response, contact your LAN admi nist r ato r f or s u p por t.

Hiding or Exiting Center

Using Center as a desktop user o r workgroup agent , when you
minimize the Center desktop by clicking the Minimize

symbol (the dash), it is hid den—it doe sn’t appea r anywhere i n
the Windows desktop except as a phone icon in the tray in the lower right
corner, as discussed in a following subsection.

To exit Center entirely, right click the phone icon and select Exit.

Pop Up Center when You Get a Call

You can configure Center to pop up when you have incoming calls, when
you’re using center 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 in, the Center icon (a phone) is displayed on the Windows
tray, normally at the bottom ri ght of your screen. Whe n you have new voice
mail, the phone grows a little yellow envelope, as shown in the lower icon.

If the Center inte rface is no t on your Windows desktop, but this icon
appears in the Windows tray, you double-click it to open the Center main
window, or you can right click it to pop up a menu , then select the Ce n ter
window you want to open.

Resizing the Display

You can re-size many Alti View windows in the normal Windows method:
place the cursor at a window edge or corner, then drag the window to the
size you want.

Also, th e field size for any field can be increase d or decreased by p ointing
the cursor to either side of the field’s main column. The cursor changes to
a movable double bar (||) that can be moved to resize the column.

10 Cent er 4.0 Use r G u ide

Call States

Call States

Center app licat ions all rep ort the st atus of call s. A list of the state s includes
the following:

• AA - the call is being transferred to an Auto Attendant.

• Busy - callee is busy or not available

• Call Pending - the call is placed into a workgroup queue

• Conference - the call is in conference

• Connect - the call is 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 exte n sion is not in us e .

• Music on Hold - an extension user plac ed the call on ho ld to tak e
another call

• Park - the call is parked

• Play - Playing voice mail

• Proceeding - the outgoing call is in progress

• Record - Recording an introductory message

• Ringback - Caller recei ve s this state while calle e is ringing

• Ringing - there is an incoming call

• Voice mail - the call is in voice mail

Getting Started

Center 4.0 User Guide 11

Getting Started

Error Messages

The following errors may be displayed as login or connectivity errors.

Error M essage Description Solution

AltiServ connection
limit has been
exceeded

Before using this
program, please set
up area code and
external numbe r

Cannot connect to
AltiLink. Please check
server name or
network connection.

Cannot get voice mail
list right now because
mail box is already
being accessed.

Mail service is
unavailable. Please
check with your
administrator.

More than the allowed
number of AltiView
users ha ve at tem pt ed
to log on.

Area code and
external number have
not be established for
Center.

You are not conn ect ed
to AltiServ.

Mail box is in use by
AltiMail and is
temporarily
unavailable.

Voice mail service is
not enabled on
AltiServ

Maintain the number of
AltiView users or add
additional licensing.

Set area code and external
number in the configuration
channel BEFORE using
Center.

Check the server field (IP
address or D N S name) by:

1. Pinging the network server
address O R

2. Try using the IP address of
AltiServ (if using the DNS
name in the server field)

Wait a while, then try again.

Make sure voice mail service
is started.

NetMeetin g is already
used by another
application, so you
cannot enable IP
Extension Integrated
with NetMeeting.

12 Cent er 4.0 Use r G u ide

Check for conf.exe in your
computer’s memory. If it’s
there, terminate it. Then retry
logging in with the IP
extension option.

Error M e ssages

Error M e ssage Descr ip ti o n Solution

Please register
CmdInterface.dll
(regsver32
CmdInterface.dll)

Required Option Pack
License. Please
contact your local
dealer.

You have entered an
invalid password.
Please try again.

You need to install
NetMeeting to use “IP
Extension integrated
with NetMeeting.”

AltiLink uses this dll to
communicate with
AltiServ. It should be
registered in user
system.

A Center 4.0 license is
required but not
ins t alle d .

The password and
confirmation box
entries do not match.

You tried to log in with
the IP extension option
without an installed
version of NetMeeting.

Re-register this file. Go to
“Center 4.0" and type in
command window, rrrreeeegsv
CCCCmdI

mdInnnntttteeeerrrrffffaaaace.dll

mdImdI

Install option pack license in
AltiServ system.

Make sure you are entering
the pa ssw ord corre ctly in both
boxes.

Install NetMeeting 3.01 or
higher from Microsoft’s web
or FTP sites.

ce.dll

ce.dllce.dll

gsveeeer3

r32222

gsvgsv

r3r3

Getting Started

Center 4.0 User Guide 13

Getting Started

14 Cent er 4.0 Use r G u ide

HAPTER

C

3

Using Center as a Desktop User

Once you log in as a Desktop User described beginning on page 7, the
AltiView main window appears. This window provides tools to manage
and monitor calls, to facilitate management of your personal contacts, and
to configure your AltiServ phone and voice mail options. Configurati on is
described in Chapter 6.

Call Status

Lists of Calls /

Voice Messages

Dial Buttons

AltiView

Call Controls

Figure 3. AltiView main window

About the Main Window

The window consist s of the following displays and buttons:

•The Call Status panel dis plays the s tatu s of th e curre ntl y acti ve ca ll, a

list of any calls on hold, and the current time.

•The Directory panel has two tabs: one showing a log of current calls,
the other show ing a log of current and past voice mails.

•The Dial functions provide buttons to place, hold or redial calls

•The Call Control buttons provide call functions such as transferring
the call or sendi ng it to voice mail.

Center 4.0 User Guide 15

Using Center as a Desktop User

•The Configuration button allo ws you to customize your call handling

and voice message settings. See “Configuring Your Station Settings”
on pag e 53.

•The Monitor button provides a view into extension or workgroup

activity and p r ov ides access to past cal l logs.

About the Calls List

Figu r e 4. Calls List

The calls list displays the call status for each call as described on page 11.
The list also displays the name of the caller if available from extension
information or from an external database, the number, workgroup pilot
extension number, DNIS digits if available, and call duration.

16 Cent er 4.0 Use r G u ide

Dialing

Handling Calls

Dialing

You can dial out in a number of ways: using the numeric keyboard or using
the mouse, and by name or extension, number, or speed dial number.

Initiate dialing by clicking the dial button in the main window.

Clicking the Dial button opens the dialing window. The scroll list box in
the upper left is actually a combinat ion text- and list- box. As a text box, it
displays numbers that you enter from the dia lin g pad or fr om the ke yboard
number keys. You can also use it to search for names.

As a list, it displays tensions and the names associated with extensions as
well as names and numbers imported from MS Outlook, Goldmine, or
ACT. You can select extensions or names using the scroll list.

The list can display up to 2000 entries. If you are working with more than
2000 entrie s, you c an fin d the entr y b y name search even if the entry is not
one of the first 2000 that are disp layed.t

AltiView

Figure 5. Dialing pad, also known as the Dialing window

Center 4.0 User Guide 17

Handling Calls

Dialing By Number

Using the keyboard number keys

1. In the dialing window, enter the numbers you wish to dial using the
standard numeric keys or the numeric keypad.
The numbers appear in the box above the dialing pad.

2. Press Enter or click the Dial button to place the call.

Using the Mouse

1. Using the dialing 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 dial­ing pad.

2. Click the Dial button to p lace the cal l.

The main window displays the status of the call, and once the call is
initiated, the Dial button in the main window becomes a Hang Up button.

Figure 6. Call status displays in Calls list as well as status panel

Dialing By Name or Extension

1. Use the scroll list box above the dialing pad to select the name or
extension.

2. Click the Dial button to p lace the cal l.

18 Cent er 4.0 Use r G u ide

Dialing

Searching by Name

1. Click anywhere i n the text box above the dialing pad, then begin to
type the name of the person you want to call.
The dialing pad trans for ms into a list that dis pl ays matching names.

2. Click the name you want.
The exten sion or n umber appears i n t he list bo x, selected for dialing,

3. Click the Dial button to place the call.

Dialing Speed Dial Numbers

You can use either your own Station Speed Dial numbers or the System
Speed Dial numbers.

See “Addin g or Editing Station Speed Entrie s” on pag e 64 for details on
setting up speed dial numbers.

1. Depending on whic h typ e of speed d ial number you want to c all, 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.

Redialing

To redial the last number called, click the Redial button.

Placing Calls on Hold

During a phone conversation, click the Hold button in the AltiView main
OR press the FLASH button on your phone, if available. T h e state of th e
call is changed from connected to a hold state and you will hear the dial
tone.

AltiView

In the row displaying the call, the State column shows the call on hold.
Click the Hold state cell to release the hold and re-connect the call.

Center 4.0 User Guide 19

Handling Calls

Using Call Waiting

During a call, you may hear a beep indicating that you have another
incoming call. To answer the call:

1. Click the Calls tab o n the Alti View main window to view the di rectory

of current calls.

2. Find and click the row displaying the incoming call.
This places the current call on hold and connects the incoming call.

3. W he n you are finished, click Hold state cell for the call on hold to
reconnect.

Transferring Calls

AltiView supports both supervised transfer, in which you confirm the
transfer, and 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 which to
transfer the call to, then click Dial.

3. While AltiView di als the new number, you’re asked to confirm your
decision by clicking the OK button in a confi rmation dialo g box:

You can click OK before the party answers to do a blind transfer, or
you can wait for the person to answer and then confirm or cancel the
transfer.

Figur e 7. Confir min g c a ll tr an s fers

At any time before or after the person you’re transferring to answers
the phone, you can cancel the transfer by clicking t he Cancel button,
by closing the dialog box, or by pressing your phone’s FLASH button.

If the transfer is cancelled, AltiView reconnects the call to your exten­sion. The ca ll is also reconnected if the third party doesn’t ans wer.

20 Cent er 4.0 Use r G u ide

Dialing

Sending Calls to Voice Mail

While connected to call, click To Voice Mail on the main window. When
the dial pad appears, choose the extension number to which you want to
send the call, then click OK.

You can also transfer a call to voice mail before you answer it.

Transfer to Attendant

While con nec te d t o a call , cl ick To Attendant on the main wi ndow. Selec t
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

Any internal user is able to add parties to a conference call. While
connected to the first party:

1. Click the Conference button.

2. When the dial pad pops up, enter the extension or phone number you

want to conference with, then click Dial.
While AltiView dials the new number, the first party goes into Hold

Pending state, and you see a confirm ation dialog box.

AltiView

Figure 9. Confirming Conference Calls

Center 4.0 User Guide 21

Handling Calls

You can cancel the conference at any time by clic king the Cancel
button, closing the dialog box, or by pressing your phone’s FLASH
button. Normally, after cancelling you will be reconnected
automatically to the initial call. If you are not automatically
reconnected 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. I f the t hir d pa rty doe s not answer, click
the Cancel button.

Figure 10. Conference Calls Displayed in Call List

4. Click the Conference button again to initiate the three-way
conference. Both calls will be di splayed as Conference state.

To add another party, click the Conference button and repeat steps 2-4.

22 Cent er 4.0 Use r G u ide

Using Voice Mail

About the Voice Mail Window

Dialing

AltiView

Figure 11. Voice Mail window

When you click the Voice Mail tab in the main window, you see the voice
mail list.

• New voice mail mes sages a re ind icated 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 indicated by a white, open envelope
icon.

• If the message is saved, a blue, open envelope icon is displayed.

• A paperclip s ymbol on t he enve lope ind ica tes an atta chment— a voice
mail forwarded from another extension.

Center 4.0 User Guide 23

Using Voice Mail

Listening to Your Voice Mail

In the Voice Mail list, select the message and use the voice mai l controls at
the bottom ri ght of the window to play it, rewind, or fas t forward.

You have several listening options which you configure as described in
“Genera l Inform a tion” on pag e 54. you can listen usi n g the sound car d o n
your PC or your phone. You can play the message while its downloading
or wait until it’s co mpletely downloaded to play it.

If this is a new message, the en velope icon changes from closed to open,
indicating that the message has been heard. As the message is played, the
status window displays Play.

Use the tape player type buttons to play the message.

Rewind Stop Play Fast Forward

If you click another message in the list, the current message stops playing.

Saving Remotely or Locally

You can click the Save As button to save the message as a .wav file that
you can play back later. Sav e As opens a dialog box that lets you choose
how you want to save the file.

• Save in remote allows you to save local drive space, but to play the

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.

Deleting the Message

To delete th e message, select i t and click the Delete key.

24 Cent er 4.0 Use r G u ide

Listening to Your Voice Mail

Returning the Call

Click the Return 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 memo in the area provided and click OK. The entry will be
displayed in Memo field of the voice mail.

AltiView

Center 4.0 User Guide 25

Using Voice Mail

Forwarding Voice Mail

To forward a voi ce mail message t o an e xte nsion or to a Voic e Mai l Group:

1. Select the voice mail in the Voice Mail view of the AltiView main
window.

2. Click the Forward button to invoke the VM Forward pop up window.

3. Select the check boxe s next to the extens ions and/or voi ce mail groups
to which you want to forward the message.
If you need to search for a person by name, type the first letters o f the
name into the Search by Name box. The the matching names display
in the list as y ou typ e. To select a name, sel ect th e check box ne xt t o it .

4. Optionally , y ou can leave an i ntro duct ory me ssage . Se le ct th e Record
Introdu ctio n Message check box and follow the simple steps below.

5. Click OK to complet e the forwarding.

Recording an Introductory Message

If you selected the Record Introductory Message check box, when you
click OK to complete the forward, pick up the phone hand set and you’ll
hear a prompt to record the message. After recording the message and
pressing the poun d key ( #), a co nfirm atio n app ea rs on scre en. Click OK to
confirm and complete the action.

26 Cent er 4.0 Use r G u ide

Listening to Your Voice Mail

Working with Voice Mail Groups (Distribution Lists)

You can set up voice mail (VM) groups to forward messages to multiple
recipients at th e sam e tim e . Yo u ca n set up to 10 0 p e r s ona l voi ce mail
groups, each with 64 members. Group members can be any extension or
another voice mail group.

Voice Mail Groups are al so kno wn a s Dist ribution Lists in oth er
AltiWare interfaces.

There are tw o types of voice mail groups you can use:

• System-based groups are set up in the AltiWare Administrator. You

can u se but not edit th ese lists i n AltiView.

• Personal groups are set up and modified in AltiView or in your

AltiMail voice mail system.

Accessing Voice Mail Group Lists

To work on your personal voice mail groups:

1. In the AltiView main window, click the Voice Mail tab to display the

Voice Mail vers ion of the window.

2. Click VM Group button in the Voice Mail list window to invoke the

VM Group Edit window.

AltiView

Figure 13. Voice Mail Edit window

Center 4.0 User Guide 27

Using Voice Mail

Creating a VM Group

1. To create a VM group a fter openin g the VM Group Edit window, cli ck
the New butt on, which invokes the Create Group window.

1. Use the scroll bar to select a desired Group ID.

2. Enter the VM Group Name and any Comments. These are optional
but may help you identify the group.

3. Select the member extensions by selecting the check box 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 e xtensions , or change nam e or c o mments ass ociate d
with a 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, similar to the Cre ate Group window above.

3. Make any changes you need to make for the group name, comments,
or members . To add or re mov e a mem ber, select o r desel ec t th e che ck
box next to the extension.

28 Cent er 4.0 Use r G u ide

Listening to Your Voice Mail

Deleting a Group

To delete a 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 extens ions.

4. Click OK to save and exit.
When you empty a group of members, the group is deleted.

AltiView

Center 4.0 User Guide 29

Monitoring Extension Activity

Monitoring Extension Activity

If your extension’s configuration in the AltiWare Administrator provides
for it, you can monitor the activity on other extensions.

If you’re a mana ger, for example , you mi ght monitor t o de termine whethe r
you need more resources in a busy environment. Or, for another example,
you might use monitoring capability to cover calls for a co-worker, since
you can click the ringing phone icon in the monitor list and take the co­worker’s call.

Figure 14. Monitor window

Choosing Extensions to Monitor

Open the Monitor window by c lickin g th e Monitor button in the AltiVi ew
main window. This allows you to view the status of any extensions or
workgroup that your extension configuration allows you to monitor.

Choose extensio ns you wish to monitor by clicking th e Change button and
selecting or deselecting the check box next to the extensions you want to
monitor or stop monitoring, respectively.

Also, if you want to monitor ext ensi ons rece ntly ad ded to you r ex tensi on’s
monitoring list in the AltiWare Administrator, click the Change button and
select the extensions.

30 Cent er 4.0 Use r G u ide

Choosing Extensions to Monitor

Selecting a group entry displays all the workgroup members in the
monitoring window. Deselecting a group entry takes all workgroup
member extensions out of the display.

Reading the Monitor List

In the monitor list, each selected extension is listed along with its State,
Number, Name, and Group (workgroup), which shows only if the call is

coming into to a workgroup.
The state can be one of the following:

• Idle—the extension is not in use. You can click the Sta te 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 the

status box of that extension to answer a call from your own ext ension.

• Conference—the extension in on a conference call

• Voice Mail—the extension is in voice mail.

• Auto Attendant—the extension is connected to an Auto Attendant

AltiView

• Holding - the extension is on hold

Calling or Picking Up Calls

If a monitore d e xtens ion is i n a n idle st at e, clic k t he e xt ens io n’s State field
to ring that extension.

If the monitore d exte nsion i s in a ringing state, click the State field to pick
up that call.

Center 4.0 User Guide 31

Monitoring Extension Activity

Viewing the Call History

Clic k the History tab in the Monitor window to view an informational
histor y of handled c al ls.

Figu r e 15 . History win do w

The list in the History window displays the foll owing fields:

• Number—t he extens io n or phone numb e r. Upward arro w icons
indicate outgoing calls; downward arrows indicate incoming calls
Clicking the Number field dials that number.

• Name—Caller ID information, if available; or, Caller Unknown.

• Time—the call’s date and time.

This history d ata i s s orted by las t dis connec ted a nd no t in
the order the call was received. It is therefore possible to

have a record with an earlier timestamp followed by a
record with a later timestamp.
Also, the timestamp for call data is based on the clie nt system, while
the timest am p for voice mail messages is from Al tiS erv. Thus, the
times displaye d here may not match those in the voice mail vi ew in the
main window.

• Duration—the length of time of each call.

• DNIS—displays DNIS digits collected, if available.

• Group— the extension’s workgroup number, if available.

• Memo—a note attached to the call. You ca n add memos by selecting
Use the Memo button to open a window to create a note.

32 Cent er 4.0 Use r G u ide

Viewin g th e Call H istory

Deleting Logs

To delete a specific call log entry, click the entry to select it, then click
Delete. Or, right cl ick the entry and sele ct Delete.

To clear t h e entire call log, 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 a memo to a history list entry, click the entry to select it, then
click the Memo button to open a Memo dialog box. Cre ate the memo i n the
Memo text box, then click OK.

Printing a History Log

Click the Print button to print the log.

AltiView

Center 4.0 User Guide 33

Monitoring Extension Activity

34 Cent er 4.0 Use r G u ide

HAPTER

C

4

Using C e nter as a Workg r ou p
Agent

AltiAgent is a desktop call control application for workgroup agents to
manage thei r workgro up ca lls fr om the PC. AltiAgen t allows dire ct acc ess
to call handli ng as well as confi gura tion func tions in cludin g the followi ng.
You cannot log in as a workgroup agen t using t he IP Extension integrated
with NetMeeting option.

• View caller data (e.g. , IP address, account number, cred it 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 c all hand ling and voice mai l f eatur es a nd funct ion s
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.

AltiAgent

Figure 16. Group Login window

Center 4.0 User Guide 35

Using Center as a Workgroup Agent

Select the workgroup or workgroups you want to log in to , then cl ick OK.
Center supports login on up to eight workgroups simultaneously.

Logging Out or Changing Workgroups

After you’ve logged in, you can log out or change the workgroups you’re
logged in as follows:

Clic k the Login/Logout button in the main window to open the Group
Login window, an example 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 yo ur syste m, se lect one in t he drop down l ist. If you want to log
in to other workgroups, select their check boxes. Then click OK.

About the Main Window

The AltiAgent main window is your window into your workgroup
environment and facilitates the management of workgroup calls.

Workgroup Status

Call Status

Lists of Cal ls /

Voice Me ssages

Dial Buttons

Dial Buttons

Dial Buttons

Figure 17. AltiAgent main window

36 Cent er 4.0 Use r G u ide

Call Handling

Call H a nd li n g

The window consist s of the following displays and buttons:

•The Workgroup Status panel displays statistical information about

the current workgroup. Above the pa nel are tabs that allo w you to
switch the view between the workgroups you’re logged in to.

The sta ti stic s ar e se lf- expl an at or y, except perhap s it ne eds to be no ted
that th e Service Level represents the percentage of workgroup calls
taken out of queue before the Threshold time has expired.

•The Call Status panel displ ays t he statu s of th e c urrentl y acti ve call, a

list of any calls on hold, and the current time. The state s are describ ed
on page 11.

•The Directory panel has two tabs: one showing a log of current calls,

the other show ing a log of current and past voice mails.

•The Dial functions provide buttons to place, hold or redial calls

•The Call Handling buttons provi de call functions such as transferring

the call or sendi ng it to voice mail.

•The Configuration button allows you to customize AltiAgent

settings. See “Configuring Your Stati on Settings” on p age 53.

•The Monitor button provides a view into extension or workgroup

activity and provides access to past call logs.

•The Data button allows you to display data associated with the calls,

to send web pages or URLs to the user, or to share web pages.

•The Ready button tel ls the s yst em you a re ready to r ecei ve workgr oup

calls.

•The Wait button tells the system not to send workgroup calls to your

extension.

•The Login/Logout button allows you to login in to different

workgroups and/or log out of current workgroups.

Call Handling

The basic call handli ng features and functions are the same for workgroup
agent as they are for the desktop user. See “Handling Calls” on page 17 for
further information.

AltiAgent

This section di scus ses work group membe r opt ions t hat are not available t o
the desktop user.

Center 4.0 User Guide 37

Using Center as a Workgroup Agent

Setting Status to Ready or Not Ready

Click the Wait button t o tell the system not to send workg roup calls to your
extension.

Clic k the Ready button to tell the system yo u are rea dy t o receive
workgroup calls.

The Log button allows you to log into or out of one or more workgroups.

Viewing, Sharing, or Pushing Data

Pushing a web page or URL is sending the page or URL as a link that the
other person view 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 other user sees the results in their own
browser. Sharing allows you to guide the web-based caller through a site.

To work w ith web data when connected w it h a web-based caller, click the
Data button in the main window to open the Caller Data window.

Figu r e 18 . The C a l l er Data w in dow

Viewing Caller Data

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

• From an Auto Attendant if the caller has input data there in either a
PTSN or web call situation.

38 Cent er 4.0 Use r G u ide

Call H a nd li n g

• From Supplemental Caller Data, includ ing user data tagge d to the call,

and data included by using the AltiAgent Memo button, DDR,
ActiveX I/F or Agent ActiveX I/F.

• From caller data co llected from the web page form

• From web URL paths—a URL history.

• from or input by th e caller, such as IP addres s, name, a ccount numbe rs,
etc. including data from your external database such as Outlook, if
available.

Sharing or Sending a URL or Page

The URL Shar i ng pa n el in the C al le r Data window displays the addresses
of pages or sites you’v e add ed to the li st. Pushing a web si te or a web page
is a two step process: f irst you add it to your share list to m ake it available,
then you send it.

1. In the Caller Data window, click Add to open an Add URL dialog box.

AltiAgent

2. Type in the URL or web page specification and click OK.
The URL now appears in your URL Sharing list.

Center 4.0 User Guide 39

Using Center as a Workgroup Agent

3. To share or push the URL, select the URL you want to share by

clicking it, then click Push to send it or Share to share it.

4. When you’re done, clic k the Release button to disconnect the web cal l.

Using Voice Mail

The Voice Mail features and fun ctions a re the same as those for the deskt op
user. Please see “Usi ng Voice Mai l” on page 23.

Monitoring

If 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 queue.

If you’re a mana ger, for example , you mi ght monitor t o de termine whethe r
you need more resources in a busy environment. Or, for another example,
you might use monitoring capability to cover calls for a co-worker, since
you can click the ringing phone icon in the monitor list and take the co­worker’s call.

Click the Monitor button i n the main window to open t he Monito r window.

Figure 19. Monitor window

40 Cent er 4.0 Use r G u ide

Monitoring

selecting the Workgroups to Monitor

1. Click the Change button in the Monitor window to open the Change
Monitor window.

2. Se lect the check box e s next to th e workgroups you want t o moni to r ,
and click OK.
The extensions in the selected work groups are now listed in the
Monitor window.

Reading the Monitor List

In the monitor list, each selected extension is listed along with its State,
Number, Name, and Gro u p — workgroup, if applicable.

The state can be one of the following:

• Idle—the extension is not in use. You can click the Sta te 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 the
status box of that extension to answer a call from your own ext ension.

• Conference—the extension in on a conference call

• Voice Mail—the extension is in voice mail.

• Auto Attendant—the extension is connected to an Auto Attendant

• Holding - the extension is on hold

Calling or Picking Up Calls

If a monitored extension is in an idle state, cli ck i n g th e State field of an
extension rings that extension.

If the m on i to r ed exten si on is in a ringing state, clicking the State field
picks up that call.

Viewing a Call History

Click the History tab to view a his t ory of c alls for th e workgroup
extension s you ’re monitoring. The features and functions of this wind ow
are described beginning on page 32.

AltiAgent

Center 4.0 User Guide 41

Using Center as a Workgroup Agent

Viewing Workgroup Statistics

Clic k the Workgroup tab to open the Workgroup window and view
statistics on workgroup activity for the monitored workgroups.

Most of the data is self-explanatory, but you might note that the Service
Level re presents the perc entage of work group ca lls th at have be en 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.
Much of the data reported her e is also reporte d in th e Supervisor’s view of

group statistics and is further discussed on page 46.
These statistics clear if the system is reset.
Clic k the Print button to print the statistics.

Figure 20. Workgroup window displaying workgroup statistics

42 Cent er 4.0 Use r G u ide

Monitoring

Viewing Queues

Click the Queue tab to open the Queue window to view the calls in queue
for the monitore d workgroups. The call data includes the Caller ID and
caller name, if available, as well as the workgroup and amount of time the
call has been in queue.

AltiAgent

Figure 21. Queue window

Center 4.0 User Guide 43

Using Center as a Workgroup Agent

44 Cent er 4.0 Use r G u ide

Logging In

HAPTER

C

5

Using Center as a Supervisor

Logging in to Center as a Supervisor allows you to view workgroup and
agent performance statistics and a history of calls. You can print this
statistical data or ex port it to a CSF (Ca ll Summary Fo r m at) file.

Further, you can view call data for calls in queue. You can listen to and, if
your sy s tem is set up for it, ba rge in to agent phone 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, you are a sked to specify which w orkgroup s you want to monitor .

AltiSupervisor

Figure 22. Password window for workgroup supervisor login

Select the workgr oups using th e drop- down li sts, an d type in the pass word
for each workgroup pilot extension. If you want the software to remember
the p asswords, select the Save workgroup password check box. When
you’re ready to go, click Login.

Center supports logging in on up to eight workgroups simultaneously.

Center 4.0 User Guide 45

Using Center as a Supervisor

Viewing Group Statistics

The Group Statistics window displays—for each workgroup—real time
workgroup activity and performance, workgroup performance since
midnight, and a summary of agent data. The statistics displayed are for
workgroup calls only.

These statistics are reset every night at midnight.
Most of the statistics are self-explanatory, 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
dete r min ed in the Al tiWare Adm in istrat or . Th e statistic shows th e
number of agents that are currently in the wrapup state. The Agent
Statistic s window displays the average wrapup time per agent.

• Calls exceeding service level threshold—the service level threshold

is the maximum amount of time that is acceptable for a ca ller to wait
before the call is answered. This statistic represents the number of calls
exce ed ing that ti me limit.

• Service level—the percentage of queued calls exceeding the service

level threshold.

46 Cent er 4.0 Use r G u ide

Viewing Group Statistics

• Average wait time for answered calls—the average amount of time
a caller is in queue before being answered.

• Average wait time for abandoned calls—the avera ge amoun t of time
calls were in queue before the y were aba ndoned. Abandoned means
that the caller has hung up before the call was answered.

• Calls abandoned—the number of cal ls abandoned since midnight.

• Average talk time—the average amount of time workgroup agent s are
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 Not Disturb state.

Switching Workgroup Views

Click the workgroup extension tab at the bottom of the panel to view
statistics for another workgroup.

Exporting or Printing Statistics

Use the Export button and then specify a directory and file name to save
records to a CSF (Call Summary Format) file, or use the Print button to
print th e recor d s .

Because these s tatistics are res et every night at midnight, if
you do not exports or print records before the reset, you
cannot recover the data.

AltiSupervisor

Center 4.0 User Guide 47

Using Center as a Supervisor

Viewing Agent Statistics

Figu r e 23 . Agen t St atisti cs w indow

The Agent Statistics window 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 also displays the login and logout times.
Click the workgroup extension tab at the bottom of the panel to view

statistics for agents in another workgroup.

48 Cent er 4.0 Use r G u ide

Viewing Agent Statistics

Viewing a History of Agent Activity

Click the History button in the Agent Statistics window to view a history
of agent activity for the currently selected workgroup’s agents.

Figure 24. Agent Call History window

The Call Hist ory displays a data panel, showing you t he number of calls for
each agent in the wo rk group. T he default view is for the curre nt two hour
period.

AltiSupervisor

The data covered 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

displayed. Zoom In takes the display down to 1/2 hour increments. Zoom
Out takes the display up to as much as 4 hour increments.

Click the Prev button to view previous time periods and click the Next
button to return toward the current time period.

Click the Refresh button to updat e the window data.

Clicking Refresh can result in the transfer of a large amount
of data and can be time consuming. It is recommended you do
not use this button frequently.

Center 4.0 User Guide 49

Using Center as a Supervisor

Viewing Agent Current Status

Click the Agent Stat e b utton to view th e curren t stat us of the a gents for the
selected workgroup.

Figu r e 25. Age nt State w i n d ow

This window displays information about the agent’s logon status and the
exte nsion state, desc ribed on page 11. If the agent is connected to a ca ller,
Call er 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 Do Not Disturb (DND) state.

• the extension is in wrapup after a call.

The Readiness column describes these states: Logout, FWD, DND, Wait.

Changing Views and Printing Data

Click the workgroup pilot extension tab at the bot tom of the panel to vie w
data for agents in another workgroup.

Clic k the Print button to print the current window data.

50 Cent er 4.0 Use r G u ide

Viewing Agent Current Status

Monitoring—Listening in and Barging In

If your syst em and exte nsion are c onfigured to provide these funct ions, you
can listen to (silent monitor) agent’s calls and, if necessary, intervene and
enter t he conversation in progress, sometimes called barging into the call.
Essentially, barging in is to create a conference call with the agent, the
caller, and yourself.

These features not only require the appro priate extension
permissions, a Triton Resource Board to be installed in the
AltiServ system. If you attempt to make use of th ese features

when there is no board present, you’ll get a fast busy signal.
You can monitor only calls coming in to the workgroup extension.

Outgoing calls or incoming personal calls (to the agent’s extension, not
through the workgroup pilot extension) 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 Agent State window, click to select an agent connected to an
incoming workgroup call.

2. Click the Listen button to ring your e xte nsion, then listen in by phone
or headset.

Alternat ively, using the handset, press # 5 9 + <wo rkgroup exten-
sion> + <workgroup password> + <agent extension> + 1.

3. When you are finished monitoring, click the Hang Up button.
The Hang Up button appears in the window after you click Listen or
Barge In.

Barging In

To barge into a workgroup agent call and enter the conversation in
progress:

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 handset.

Alternat ively, using the handset, press # 5 9 + <workgroup exten-
sion> + <workgroup password> + <agent extension> + 2.

AltiSupervisor

3. To exit the call, click the Hang Up button.

Center 4.0 User Guide 51

Using Center as a Supervisor

Viewing the Queues

Clic k the Queue button to view the queue for the selected workgroup.

Figure 26. Queue window

For each call in queue, the Queue window displays the ID, the wait time,
Call er ID, a nd Caller Name if available.

The maximum number of calls in queue, at any one time, is 34.

Exporting or Printing Statistics

Use the Export button and then specify a directory and file name to save
the queu e data to a CS F (Call Su mmary Format) file, or use the Print
button to print the records.

52 Cent er 4.0 Use r G u ide

HAPTER

C

6

Configuring Your Station Settings

Desktop users and workgroup agents can configure the following settings
and options by clicking the Config button in the main window to open the
Config window.

•General Info—password, default trunk access, and oth e r settings.

• One Number Access (ONA)—forwarding of specific incoming call s.

This is available only when you’re logged in as a desktop user and
your exten s ion configur at io n is set up to allow ONA.

•Call Handling—forwarding, busy call, and no-answer call handling.

• Message Notify—how and when to notify yourself about in c oming

voice messages.

•Station Speed— yo ur personal s peed dial numbers

•System Speed—you can view and edit the name and comments, but

the not the number its elf, of syste m speed dial numbers.

Options are disabled if they are not available. For example,
One Numb er Acce ss must be enab led in the AltiWare
Administrator. Fu rther, if you d on’t enabl e ONA as a Call
Handling option, you can’t set up and use ONA.

Configuration

Apply Button and OK Button

In the Configuration windows, you’ll see two buttons that save your
chang es: the Ap p ly button and the OK button.

•The Apply button saves your changes and lets you continue in the
current window.

•The OK button saves your changes and closes the current window.

Center 4.0 User Guide 53

Configuring Your Station Settings

General Information

Figure 27. General Info configuration

The General Info ta b is the win dow you see when you first cli ck the Config
button in the Center main window to open the Config window.

In this window, you can edit your passw ord, the default trunk access code ,
voice mail s ettings, C enter aud io and vide o behavior, and exte rnal databa se
access options.

Default Trunk Access

The trunk access codes are defined in the AltiWare Administrator. When
you get an in coming c all over multiple trunks a nd cannot issue a return cal l,
the system will automatically select the default trunk access code to place
your call.

54 Cent er 4.0 Use r G u ide

General Information

Voice Mail Play Options

You can choose to play your messages on your phone set, or play them on
your sound card and speakers. If you choose to play them on your sound
card, you have another choices: you can choose to play the message as it
downloads, or to download it completely and play it on an external media
player.

Screen Pop and Auto Close

Select the Screen Pop check box if you want a Center window to pop up
on your screen when you have a call. You can then click a call to take it or
perform other Center actio ns. For Cent er to pop up , you cannot hav e closed
the application entirely, but it can be minimized.

Select the Auto Close check box to have Center close the popup window
once you have finished with the ca ll.

Accessing Databases

Center can access phone numbers from your Micr osoft Outlook, ACT or
Goldmine database. During installation, the install program read which
applications you have installed on yo u r PC.

In the drop down list under Use Database, select the database you wan t to
use. You have these additional options:

Configuration

• Selec t th e Screen Pop check box to have a database contact window
pop up when you receive a call from someone for whom you have a
record in the database contact directory.

• Select the Dial-by-Name check box enable access to the names in the
database di rector y whe n you dial. With t his op ti on enab led, t he na mes
and their associated numbers in your Outlook, ACT or Go ldMine
directory are added to the contact list in the dial pad window.

• Selec t th e Update database right now check box to refresh the data
Center accesses from th e d atabase.

Center 4.0 User Guide 55

Configuring Your Station Settings

Advanced Database Options for Web-based Calls

This option is available if you are logged in as a workgroup agent but not
as a desktop user. Click the Advanced button to select advanced database
options.

Figure 28. Advanced database options

• T he 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 choose always,
never , or to have Cente r query you on each webcall as t o w he ther to
open a chat sessi on.

• Select the Popup extra call information… check box to have the
Caller Data window pop up a uto matic ally whe n you conne ct to a web­based call. See “Viewing Caller Data” on page38.

56 Cent er 4.0 Use r G u ide

Call H a nd li n g

Call Handling

Click the Call Handling tab in the Config window to configure incoming
call handling for your extension.

Configuration

Figure 29. Call Handling configuration

Forwarding All Calls

If you want to forward calls to an external number, select a trunk access
code in the drop-down list, then begi n with the outside trunk o r route ac cess
digit and any long distance prefix digits such as 1 and area code.

If you want to use One Number Access, see page 59.
There is a “1-hop” limi t to call forwar ding. For example, ext. 101 forwards

to ext. 102, and Ext. 102 forwards to ext. 103. A call to ext. 101 will ring
ext.102 but will not re-forward to ext. 103 because of the 1-hop limit.
Instead, if ext.102 does not answer, the call is sent to ext.101’s voice mail.

Center 4.0 User Guide 57

Configuring Your Station Settings

Forwarding to a Pager Not Recommended

Forwarding call s t o a pa ger i s possib le but not r ecommended since callers
will only hear what is h eard when cal ling a pag er and will not know t o enter
a return phone number unless instructed.

Do Not Disturb

If you select Enable Do Not Disturb, all incoming calls are forwarded to
voice mail.

Busy Call Handling and No Answer Handling

You can use these options to specify 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 and you don’t know the number of the
phrase or menu you want to use, check with your system administrator.

One busy-call handling option, Place call in queue is available only if
queueing is enabled for you or for your workgroup.

Number of Rings Before Forwarding

This setti ng is perta ins to a lmost al l the opt ions on t his page: the n umber of
times the phone should ring before the system decides to forward the c all
to an extension, voice mail, or the Auto Attendant.

58 Cent er 4.0 Use r G u ide

One Number Access

One Number Access

If you are expecti ng calls tha t you want to rec eive regardle ss of where you
are, you can have the system send the call to you by dialin g pre-determine d
numbers based on a pre-determined schedule.

When One Number Access (ONA) is active and a call comes in to your
extension, the system checks to see if the number represents a call you want
to receive. If it finds a match, it calls you at the number you specified.

ONA depends on the ability to identify the incoming call by the Caller ID.
If the system can’t identify the call, it can’t make a match.

If the system is unab le to connect the call, the caller is sent into the user’s
voice mail.

Before You Set Up One Number Access

Before you use ONA, yo u need to make sure your call handlin g settin gs are
appropriate (see page 62). You need to be logged in as a Desktop user.

Also, ONA it must be enabled in the AltiWare Administrator. Also , to use
ONA to forward to out side li nes, that must also b e ena bled a s an Extension
Configuration restriction in the Administrator. Check with your system
administrator if you have questions about these settings.

All system and extension call restrictions apply for One Number Access.
For example, if Do Not Disturb is enabl ed, the call will go into voi ce mail
and not to the ONA number you specified. So if you want to use ONA,
make sure Do Not Di sturb is d isabl ed . Or if the line is busy, the call will be
handled according to the extension’s Busy Call Handling configuration.

Configuration

Center 4.0 User Guide 59

Configuring Your Station Settings

Accessing One Number Access Setup

After you set the call handling options , click the One Number Access tab
in the Config window to open the One Number Access window in which
you set ONA options:

Figure 30. One Number Access window

• Determine the times yo u want to be avail able to ONA callers . This can
be at all times, during business hours, during non-business hours, or
during schedule-ba sed access.If you select the Enable schedule based

access option, a dialog box pops up so that you can set the schedule:

60 Cent er 4.0 Use r G u ide

One Number Access

Using this dialog box, you can set up to four different schedules. You
can enable or d isable each s chedu le by selecting or deselecting its
check box.

• Enable the Verify Caller ID chec k box an d th en sp ecify t he inc oming

phone numbers for ONA. If ONA finds one of these numbers on an
incoming call, it will send the call on to you.

Caution: If no numbers are entered in the Caller ID verification
fields and ONA is enabled, it is made available to every c all er.

You can enter up to ten phone numbers in the Caller ID verification
fields. For local numbers, use 7 digits. For long 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 of
where they are calling from. Tell the call er the caller to dial 1 during

your personal greeting and then enter the password.

• Select the Forwarding Numbers to be used by the system t o fin d you

when ONA is active. You can set up to four different numbers—
extension s or outside numbers. For outside numbers, use the drop­down list to select the trunk access code you want to use.

Configuration

When ONA is active, the sys tem dials the forwarding
number(s) in the order from Forwarding Number 1 through
Forwarding Number 4. (This number order does not

correspond to the Schedule order—Forward Number 2 is not used first
during Schedule Number 2.

Center 4.0 User Guide 61

Configuring Your Station Settings

Message Notifications

Clic k the Message Notify tab in the Config window to establish how and
when you want to be notified about incoming voice messages.

Figu re 31. M essage N otification op t i ons

Use this window to set the notification options:

• The type s o f me ss ages o n which you want to be a l e rt ed: none, urgent
messages only, all voice messages, or all voice messages and email
too.

• Schedule—during what hours you want to be alerted.

• How and where to notify you—in the Message No tification by
Calling a… options, if you chose to use an outside number, use the
drop-down list to select the trunk access you want to use.

62 Cent er 4.0 Use r G u ide

Station Speed Dialing Setup

Station Speed Dialing Setup

Click the Station Speed tab in the Config wind ow to assign 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
outside phone number. Station speed di al nu mbers are also set up by using
the #25 feature code on your phone set.

Configuration

Figure 32. Station Speed Dialing setup

Center 4.0 User Guide 63

Configuring Your Station Settings

Adding or Editing Station Speed Entries

1. Click a Station ID to select it.

2. Click the Edit button.

3. When the Dial Setting dialog box appears, add or edit the Number.
Optionally, to aid your m emory, add or edit the Name and Comment.

Figure 33. Dial Setting dialog box, for Speed Dial Numbers

4. Click OK.

After you have entere d and saved t he speed dial num ber, the number i s also
displayed and can be used in the Dialing Pad window in the Station Speed
panel, as shown in Figure 5 on page17.

Deleting Station Speed Entries

To delete a speed dial number, click the Station ID and click Edit to open
the Dial Setting dialog box. Click Clear and then click OK.

System Speed Dialing

Clic k the System Speed tab in the Config window to view the System
Speed Dial entri es. System spe ed dial numbers are set up in AltiAdmin, the
AltiWare Administrator. In Center, you can view and edit the names and
comments in order to make the numbers more familiar, but the not the
number itself.

To edit the name or comment, select the Station ID and click Edit to open
a Dial Setting dialog box as shown in Fi gure33. Modify the Name or
Comment, then click OK .

The number is also displayed and can be used in the Dialing Pad window
in the Sys tem S pe ed pa n el, as shown in Figu r e5 o n p a ge17.

64 Cent er 4.0 Use r G u ide

Index

Index

A

AA state 11
ACT 5, 55
advanced database option 56
agent statistics 48
AltiAgent

configuration 53

main window 36
AltiGen ii
AltiGen Communications

phone numbers ii
AltiGen services 4
AltiSupervisor 45
AltiView

configuration 53

main window 15
Appl y bu tton 53
auto at te nd ant 2 1

B

barge in 51
busy call handling 58
Busy state 11

Conference state 11
configuration 53, 53–64

call handling 57
general 54
message notification 62
One Number Access 59
station speed dialing 63

connected 11
CSF (Call Summary Format) 47, 52
current agent status 51

D

databases 5

advanced options 56

deleting

logs 33
dial-by-name 56
dialing

by name 18

by name search 19

by number 17

keyboard dialing pad 18
speed dial 19
using the mouse 18

dialing window (dial pad) 17
dialtone 11
distribution lists 27
Do Not Disturb 58

C

call h a nd li n g 17–22

configuration 57
call handling, workgroup 37
call history 32
call history, workgroups 41
call holding 19
Call Pending state 11
call states, defined 11
call tr an sf er 20
call wa iting 2 0
calls li st 16
Center configuration 53–64
change monitor window 41
conference call 21

E

Error call state 11
error messages 12
exit 10
Export button 47, 52
external databases 5

F

flash button 19
forwarding al l ca ll s 57
forwarding voice mail 26

Center 4.0 User Guide 65

Index

Index

G

general configuration 54
GoldMine 5
Goldmine 55
group statistics, viewing 46
group view 46

H

handling calls 17–22
hiding Center 10
history logs 32
history window 32, 41
hold 11
hold button 19
hold pending 11

I

Idle state 11
installation requirements 1
IP extension 9
IP extension, troubleshooting 9

L

licenses 2
listening in 51
logging in remotely 9

M

Microsoft O utlook 5, 55
minimize 10
monitor window 30, 41
monitoring 30–33, 40
monitori ng, as supervisor 51
monitori ng, workgroups 40
mouse dialing 18
Music on Hold state 11

N

NetMeeting 56
no answer handling 58
Not Ready stat us 38
notifications 62

O

OK button 53
One Number Access

password 61

One Number Access

configuration 59

One Number Access Setup 60

P

pager, and fo rw arding 58
Park state 11
password

One Number Access 61
phone icon 10
ping 9
Play state 11
pop-up windows 10
Print but to n 47, 52
proceeding 11
pushing web data 38

Q

queue window 52
queues 43, 52

R

Ready status 38
Record state 11
Ringback state 11
ringing 11

S

saving changes 53
screen pop 1 0, 56
search by name 19
service level 37, 42
session licensing 2
sharin g web data 38
speed dial 1 9
state co lu m n 19
station speed dialing

configuration 63

statistics 42

66 Cent er 4.0 Use r G u ide

Index

status, agent 51
switc h in g se rv ice 4
system requirements 1
system speed dialing 64

T

TCP socket 9
thresho ld time 37, 42
transf er calls 20
transf er to auto attendant 21
transfer to voice mail 20
trans fe rr in g ca lls to voice m ail 21
Troubleshooting IP Connectivity 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
view in g queues 43, 52
voice mail 20, 23–29

forwarding 26

playing 24
voice mail group 27
Voice Mail Service 4
voice mail state 11

call his tory 41
queues 43, 52
statistics 42

workgroup agent

call handling 37

W

warranty vii

how to get service viii
web button 38
web pages 38
web-based calls 56
Windows tray 10
workgroup 40

Index

Center 4.0 User Guide 67

Index

68 Cent er 4.0 Use r G u ide