Altigen AltiView Release 4.0 User guide

AltiView
™
for AltiWare Open Edition (OE) Release 4.0
User Guide
Revised: 09/2000 4503-0001-4.0
WARNING!
Toll fraud is committed when individuals unlawfully gain access to customer
telecommunication systems. This is a criminal offense. Currently, we do not know
of any telecommunications system that is immune to this type of criminal activity.
AltiGen Communications, Inc. will not accept liability for any damages, including
long distance charges, which result from unauthorized and/or unlawful use.
Although AltiGen Communications, Inc. has designed security features into its
products, it is your sole responsibility to use the security features and to establish
security practices within your company, including training, security awareness, and
call auditing.
NOTICE
While every effort has been made to ensure accuracy, AltiGen Communications,
Inc. will not be liable for technical or editorial errors or omissions contained within
the documentation. The information contained in this documentation is subject 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: 510-252-9712
Fax:
510-252-9738
E-mail:
info@altigen.com
Web site:
www.altigen.com
TRADEMARKS
AltiGen, AltiServ, AltiWare, AltiSpan, AltiReach, AltiLink, AltiConsole,
AltiAdmin, AltiView, AltiAgent, AltiSupervisor, Center, Zoomerang and Dynamic
Messaging are trademarks or registered trademarks of AltiGen Communications,
Inc.
All other brand names mentioned are trademarks or registered trademarks of their
respective manufacturers.
Copyright © AltiGen Communications, Inc. 2000. All rights reserved.
Printed in U.S.A. 09/2000 Part Number 4503-0001-4.0
Table of Contents
Contents
WARRANTY . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
V
C HAPTER 1
Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Client System Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Session Licensing and License Upgrade Procedures . . . . . . . . . . . .
Installation and Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Pre-Installation Checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Installing AltiView on a Client System . . . . . . . . . . . . . . . . . . . .
Installing AltiView Voice Mail Service on AltiServ . . . . . . . . . .
Uninstalling AltiView. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Uninstalling AltiView Voice Mail Service at AltiServ . . . . . . . .
Microsoft Outlook Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
ACT/GoldMine Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1
2
4
4
4
4
5
5
5
5
C HAPTER 2
Getting Started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Logging In . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Logging in from a Remote Location (IP Extension) . . . . . . . . . . . . 8
Hiding or Exiting AltiView . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Using the Windows Tray Phone Icon . . . . . . . . . . . . . . . . . . . . . 10
Resizing the Display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Call States . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Error Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
C HAPTER 3
Using AltiView . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
About the Main Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
About the Calls List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Handling Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Dialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Dialing By Number. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Dialing By Name or Extension. . . . . . . . . . . . . . . . . . . . . . . . . .
Dialing Speed Dial Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . .
Placing Calls on Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
AltiView 4.0 User Guide
17
18
18
19
19
iii
Table of Contents
Using Call Waiting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Transferring Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Sending Calls to Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . .
Conferencing Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
20
20
21
21
Using Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
About the Voice Mail Window . . . . . . . . . . . . . . . . . . . . . . . . .
Listening to Your Voice Mail. . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Saving Remotely or Locally. . . . . . . . . . . . . . . . . . . . . . . . . . . .
Deleting the Message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Returning the Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Attaching a Memo . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Forwarding Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Working with Voice Mail Groups (Distribution Lists) . . . . . . .
Creating a VM Group. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Changing a VM Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Deleting a Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
23
24
24
24
25
25
26
27
28
28
29
Monitoring Extension Activity . . . . . . . . . . . . . . . . . . . . . . . . . 30
Choosing Extensions to Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Reading the Monitor List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Viewing the Call History . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
CHAPTER 4
Configuring Your Station Settings . . . . . . . . . . . . . . . . . . . . 35
Apply Button and OK Button. . . . . . . . . . . . . . . . . . . . . . . . . . .
General Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Default Trunk Access. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Voice Mail Play Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Screen Pop and Auto Close . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Accessing Databases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Call Handling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
One Number Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Message Notifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Station Speed Dialing Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Adding or Editing Station Speed Entries . . . . . . . . . . . . . . . . . .
System Speed Dialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
35
36
36
37
37
37
38
40
43
44
45
45
INDEX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
iv
AltiView 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,
refund 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 which the serial number has been defaced, modified or
removed.
2.
Damage, deterioration or malfunction resulting from:
a. Accident, misuse, neglect, fire, water, lightning, or other acts of
nature, unauthorized product 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. Removal or installation of the product.
e. Causes external to the product, such as electric power fluctuations
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.
AltiView 4.0 User Guide
v
Warranty
Service
End user customers should contact your Authorized AltiGen Dealer for
service.
Authorized AltiGen Dealers must follow the steps below for service:
1.
Take or ship the product, prepaid, to your AltiGen distributor or to
AltiGen Communications, Inc.
All materials being returned to AltiGen must have an associated RMA
number. RMA numbers are issued by AltiGen Customer Service and
can be obtained by calling 1-888-ALTIGEN (258-4436) or faxing an
RMA form (See Appendix C) to 510-252-9738, attention to Customer
Service. AltiGen reserves the right to refuse return of any material that
does not have an RMA number. The RMA number should be 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
malfunctioning product will be repaired or replaced.
2.
To obtain warranty service, you will be required 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-mail 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 written agreement signed by AltiGen, the liability of AltiGen,
its affiliates, suppliers, and authorized resellers for any claims, losses,
damages, or expenses from any cause whatsoever (including acts of
omission of third parties), regardless of the form of action, whether in
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AltiView 4.0 User Guide
contract, tort or otherwise, shall not exceed an amount equal to the lesser of
the direct damages proven or the purchase price of the product. In no event
shall AltiGen or its affiliates, suppliers, or authorized resellers be liable 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 specific legal rights, and you may also have other
rights which vary from state to state. Some states do not allow limitations
on implied warranties and/or do not allow the exclusion of incidental or
consequential damages, so the above limitations and exclusions may not
apply to you.
Sales Outside the U.S.A.
For AltiGen Communications products sold outside of the U.S.A., contact
your AltiGen Communications dealer for warranty information and
services.
AltiView 4.0 User Guide
vii
Warranty
viii AltiView 4.0 User Guide
Client System Requirements
CHAPTER 1
Installation
Installation
The following items are included in the AltiView 4.0 package:
•
AltiView 4.0 CD ROM
•
AltiView 4.0 User Guide
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 requirements, see the Altiware Getting Started Manual.
•
IBM/PC AT compatible 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
•
SVGA monitor (800 x 600) with 256 color display, or better
•
Keyboard and Mouse
•
AltiWare OE Release 4.0 running on a server accessible to this client.
AltiView is call management software that runs with the AltiWare OE 4.0
system. The AltiView software can be installed on a Windows 95/98/2000
or Windows NT PC.
To install the AltiView client software, you can load AltiView client on a
network server and then using your company’s distribution software,
deliver the AltiView client software to each desktop PC.
Most frequently, this means loading the software onto a shared network file
server and copying the software to each desktop PC. Alternatively, you can
use AltiView CD ROM to install the program on each desktop.
AltiView 4.0 User Guide
1
Installation
Session Licensing and License Upgrade Procedures
AltiWare OE (Release 4.0 or higher) comes with one free licensed
connection to support an AltiView client.
You can upgrade to Center, an application which includes AltiView as well
as AltiAgent (for workgroup agents) and AltiSupervisor (for workgroup
supervisors) by purchasing a Center Server License and adding client
sessions.
If you upgrade to Center, session licenses can be added to the AltiWare
server at any time and in discrete 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
installation procedures. The system will have a capacity of 25 total
simultaneous connections.
Further, if the customer later wants an additional 6 more 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, providing this customer with a total of 33
(8+25) simultaneous connections.
The AltiWare server does not need to be rebooted to activate these new
connections.
AltiView 4.0 software is packaged in different simultaneous session
licenses. Each package consists of the AltiView 4.0 installation CD,
manual and licensing for a particular number of sessions.
Customers purchase one or more of these packages for the desired capacity
of simultaneous AltiView users. For example, if purchasing the 16 sessions
license for a group of 20 people, all 20 workstations can have AltiView
installed, but only 16 workstations can use AltiView at the same time.
Software
2
Model Number
AltiView 4.0 User Guide
# of (Simultaneous)
Sessions License
Session Licensing and License Upgrade Procedures
Upgrading Licenses
Installation
To increase the number of simultaneous AltiView sessions, follow these
steps:
1.
Insert the AltiWare CD into the CD drive.
2.
Run the SETUP.EXE in the AltiWare OE folder 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 additional licenses now or at any point later by following
this procedure.
6.
You can verify the new number of extensions when you run AltiAdmin
by selecting About AltiWare… on the Help menu, then clicking the
License Information button to view a window that displays licenses
and session information.
AltiView 4.0 User Guide
3
Installation
Installation and Setup
Pre-Installation Checklist
Before installation AltiView, please review the following checklist:
•
Make sure that AltiWare OE 4.0 has been installed on 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 AltiView 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 AltiView\AltiView Client and follow
the step by step installation instructions as they appear on the screen.
Installing AltiView Voice Mail Service on AltiServ
AltiGen Switching Service must be installed first. AltiGen Switching
Service is installed and run when you install AltiWare and anytime you run
the AltiWare Administrator.
1.
On the client system, locate 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 Windows
2000.
4.
Highlight AltiView Voice Mail Service and click Start.
4
AltiView 4.0 User Guide
Microsoft Outlook Support
Uninstalling AltiView
From the Windows Start menu, select Programs
Uninstall AltiView.
AltiView
2.
Click OK when the dialog box asks if you want to uninstall the
program, and respond to any additional prompts.
Installation
1.
Uninstalling AltiView Voice Mail Service at AltiServ
1.
From the Windows Start menu, select Programs
Service
Stop AltiView VM Service.
AltiView VM
2.
In the Control Panel, 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
AltiView supports Microsoft Outlook 97, 98, and 2000, permitting the
AltiView user to obtain phone numbers to dial from Outlook’s Contact
Lists. AltiView also allows the user to see the incoming calls which have a
matching record in the Outlook Contact Lists.
AltiView requires that you to set up the Microsoft Contacts list prior to
using this feature in AltiView.
ACT/GoldMine Support
AltiView supports ACT 2000 and GoldMine 5.0 contact management
software, allowing the AltiView user to access contact lists from ACT or
GoldMine contact records.
AltiView 4.0 User Guide
5
Installation
6
AltiView 4.0 User Guide
Logging In
CHAPTER 2
Getting Started
•
l or external CDR database for future review and analysis.
Logging In
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 address, AltiView replaces the name with the IP
address, 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 Service Provider. If you’re using a low-speed connection, the login
may take some time as a large amount of data is transferred to your desktop.
AltiView 4.0 User Guide
7
Getting Started
AltiView 4.0 is designed for general desktop PC users in an AltiServ
environment. With AltiView you can access, configure and perform
several of AltiServ’s PBX functions directly from the desktop. These
functions include call handling, call forwarding, voice messaging,
extension monitoring, and One Number Access. In addition, AltiView
integrates with contact management software including Microsoft Outlook,
ACT and GoldMine.
Getting Started
To Log In
1.
Run the AltiView application and, if this is the first login to this
AltiServ system, enter the servers IP address or name of the system
you will be using. If this is not your first login, go on to the next step.
Figure 1.
Logging In
2.
Enter your Extension number and Password assigned to your phone.
Optionally, you can check the Always save password check box to
store your login password the next time you access AltiView.
3.
If you’re using an IP extension, select the IP Extension Integrated
with NetMeeting check box to access AltiView through an IP
extension.
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. Refer to the discussion in the next
subsection for more information on using IP extensions.
If you’re using an Internet Phone Jack or IP phone, do not select the IP
Extension Integrated with NetMeeting check box.
4.
Click OK to complete the login.
Logging in from a Remote Location (IP Extension)
You can access AltiView from a remote location using an IP extension. All
the call handling functions are the same as logging in locally, with the
exception 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.
8
AltiView 4.0 User Guide
Hiding or Exiting AltiView
In order to run AltiView remotely, if you connect to the Internet through a
modem connection, first you need to establish a session connection to your
Internet Service Provider.
To use AltiView remotely through an IP Extension, follow the steps below.
Check with your administrator 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 IP Extension Integrated with
NetMeeting option. AltiView uses conferencing features that
require the same data channels as NetMeeting. If NetMeeting
is running, you will see a prompt reminding you to close the program.
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 the
AltiServ server. For firewall installation, see the AltiWare Getting Started
Manual chapter on Software Installation.
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 administrator for support.
Hiding or Exiting AltiView
When you minimize the AltiView desktop by clicking the
Minimize symbol (the dash), it is hidden—it doesn’t appear
anywhere in the Windows desktop except as a phone icon in
the tray in the lower right corner, as discussed in a following subsection.
To exit AltiView entirely, right click the phone icon and select Exit.
AltiView 4.0 User Guide
9
Getting Started
1.
Getting Started
Pop Up AltiView when You Get a Call
You can configure AltiView to pop up when you have incoming calls. Pop
ups work when AltiView is hidden (minimized) but not when you have
exited. See “Screen Pop and Auto Close” on page55.
Using the Windows Tray Phone Icon
After you log in, the AltiView icon (a phone) is displayed on the Windows
tray, normally at the bottom right of your screen. When you have new voice
mail, the phone grows a little yellow envelope, as shown in the lower icon.
If the AltiView interface is not on your Windows desktop, but this icon
appears in the Windows tray, you double-click it to open the AltiView main
window, or you can right click it to pop up a menu, then select the AltiView
window you want to open.
Resizing the Display
You can re-size many AltiView 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, the field size for any field can be increased or decreased by pointing
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
AltiView 4.0 User Guide
Call States
Call States
Center applications all report the status of calls. A list of the states includes
the following:
• AA - the call is being transferred to an Auto Attendant.
Getting Started
• 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 extension is not in use.
• Music on Hold - an extension user placed the call on hold to take
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 receives this state while callee is ringing
• Ringing - there is an incoming call
• Voice mail - the call is in voice mail
AltiView 4.0 User Guide
11
Getting Started
Error Messages
The following errors may be displayed as login or connectivity errors.
Error Message
Description
Solution
!
"##
$ # $ %! &
% ##
%! & ## (
% '#
( )& %( '( * ' %' # #
" %!
# #
" %! ! !# &
# # " %! &(% )+,- %(
1% # ./ &# 20
. ## 34 5 !67
/
0 / 0(( / / ## ,
6 %( 0 ## &
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AltiView 4.0 User Guide
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13
Getting Started
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Getting Started
14
AltiView 4.0 User Guide
CHAPTER 3
Using AltiView
Once you log in as described 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. Configuration is described in
Chapter 4.
AltiView
Call Status
Lists of Calls /
Voice Messages
Dial Buttons
Call Controls
Figure 2.
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 hold, and the current time.
•
The Directory panel has two tabs: one showing a log of current calls,
the other showing 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 sending it to voice mail.
AltiView 4.0 User Guide
15
Using AltiView
•
The Configuration button allows you to customize your call handling
and voice message settings. See “Configuring Your Station Settings”
on pag e35.
•
The Monitor button provides a view into extension or workgroup
activity and provides access to past call logs.
About the Calls List
Figure 3.
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.
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AltiView 4.0 User Guide
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.
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 entries, you can find the entry by name search even if the entry is not
one of the first 2000 that are displayed.t
Figure 4.
Dialing pad, also known as the Dialing window
AltiView 4.0 User Guide
17
AltiView
Clicking the Dial button opens the dialing window. The scroll list box in
the upper left is actually a combination text- and list- 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.
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 place the call.
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 5.
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 place the call.
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AltiView 4.0 User Guide
Placing Calls on Hold
Searching by Name
1.
Click anywhere in the text box above the dialing pad, then begin to
type the name of the person you want to call.
The dialing pad transforms into a list that displays matching names.
2.
Click the name you want.
The extension or number appears in the list box, selected for dialing,
3.
Click the Dial button to place the call.
Dialing Speed Dial Numbers
See “Adding or Editing Station Speed Entries” on page 45 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 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. The state of the
call is changed from connected to a hold state and you will hear the dial
tone.
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.
AltiView 4.0 User Guide
19
AltiView
You can use either your own Station Speed Dial numbers or the System
Speed Dial numbers.
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 on the AltiView main window to view the directory
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.
When 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 dials the new number, you’re asked to confirm your
decision by clicking the OK button in a confirmation dialog 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.
Figure 6.
Confirming call transfers
At any time before or after the person you’re transferring to answers
the phone, you can cancel the transfer by clicking the 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 call is also reconnected if the third party doesn’t answer.
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AltiView 4.0 User Guide
Conferencing Calls
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 connected to a call, click To Attendant on the main window. Select
the operator or an Auto Attendants to transfer to using the drop-down list.
Figure 7.
AltiView
You can also transfer a call to an Attendant before you answer it.
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 confirmation dialog box.
Figure 8.
Confirming Conference Calls
AltiView 4.0 User Guide
21
Handling Calls
You can cancel the conference at any time by clicking 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. If the third party does not answer, click
the Cancel button.
Figure 9.
4.
Conference Calls Displayed in Call List
Click the Conference button again to initiate the three-way
conference. Both calls will be displayed as Conference state.
To add another party, click the Conference button and repeat steps 2-4.
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AltiView 4.0 User Guide
Conferencing Calls
Using Voice Mail
About the Voice Mail Window
AltiView
Figure 10. Voice Mail window
When you click the Voice Mail tab in the main window, you see the voice
mail list.
•
New 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 indicated by a white, open envelope
icon.
•
If the message is saved, a blue, open envelope icon is displayed.
•
A paperclip symbol on the envelope indicates an attachment—a voice
mail forwarded from another extension.
AltiView 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 mail controls at
the bottom right of the window to play it, rewind, or fast forward.
You have several listening options which you configure as described in
“General Information” on pag e36. you can listen using the sound card on
your PC or your phone. You can play the message while its downloading
or wait until it’s completely downloaded to play it.
If this is a new message, the envelope 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. Save 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 the message, select it and click the Delete key.
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AltiView 4.0 User Guide
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.
AltiView
Figure 11. 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 4.0 User Guide
25
Using Voice Mail
Forwarding Voice Mail
To forward a voice mail message to an extension or to a Voice Mail 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 boxes next to the extensions and/or voice mail groups
to which you want to forward the message.
If you need to search for a person by name, type the first letters 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. Select the Record
Introduction Message check box and follow the simple steps below.
5.
Click OK to complete 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 pound key (#), a confirmation appears on screen. Click OK to
confirm and complete the action.
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AltiView 4.0 User Guide
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 the same time. You can set up to 100 personal voice mail
groups, each with 64 members. Group members can be any extension or
another voice mail group.
Voice Mail Groups are also known as Distribution 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.
•
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 version of the window.
2.
Click VM Group button in the Voice Mail list window to invoke the
VM Group Edit window.
Figure 12. Voice Mail Edit window
AltiView 4.0 User Guide
27
AltiView
•
Using Voice Mail
Creating a VM Group
1.
To create a VM group after opening the VM Group Edit window, click
the New button, 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 extensions, or change name or comments associated
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 Create Group window above.
3.
Make any changes you need to make for the group name, comments,
or members. To add or remove a member, select or deselect the check
box next to the extension.
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AltiView 4.0 User Guide
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 extensions.
4.
Click OK to save and exit.
When you empty a group of members, the group is deleted.
AltiView
AltiView 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 manager, for example, you might monitor to determine whether
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 13.
Monitor window
Choosing Extensions to Monitor
Open the Monitor window by clicking the Monitor button in the AltiView
main window. This allows you to view the status of any extensions or
workgroup that your extension configuration allows you to monitor.
Choose extensions you wish to monitor by clicking the 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 extensions recently added to your extension’s
monitoring list in the AltiWare Administrator, click the Change button and
select the extensions.
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AltiView 4.0 User Guide
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 State 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 extension.
•
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, click the extension’s State field
to ring that extension.
If the monitored extension is in a ringing state, click the State field to pick
up that call.
AltiView 4.0 User Guide
31
AltiView
•
Monitoring Extension Activity
Viewing the Call History
Click the History tab in the Monitor window to view an informational
history of handled calls.
Figure 14.
History window
The list in the History window displays the following fields:
•
Number—the extension or phone number. Upward arrow 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 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 with a later timestamp.
Also, the timestamp for call data is based on the client system, while
the timestamp for voice mail messages is from AltiServ. Thus, the
times displayed here may not match those in the voice mail view 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 can add memos by selecting
Use the Memo button to open a window to create a note.
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AltiView 4.0 User Guide
Viewing the Call History
Deleting Logs
To delete a specific call log entry, click the entry to select it, then click
Delete. Or, right click the entry and select Delete.
To clear the 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.
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. Create the memo in the
Memo text box, then click OK.
Printing a History Log
Click the Print button to print the log.
AltiView 4.0 User Guide
33
AltiView
Attaching a Memo to an Entry
Monitoring Extension Activity
34
AltiView 4.0 User Guide
CHAPTER 4
Configuring Your Station Settings
You 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 other settings.
•
One Number Access (ONA)—forwarding of specific incoming calls.
This is available only when your extension configuration 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 incoming
voice messages.
•
Station Speed—your personal speed dial numbers
•
System Speed—you can view and edit the name and comments, but
the not the number itself, of system speed dial numbers.
Options are disabled if they are not available. For example,
One Number Access must be enabled in the AltiWare
Administrator. Further, if you don’t enable ONA as a Call
Handling option, you can’t set up and use ONA.
Apply Button and OK Button
In the Configuration windows, you’ll see two buttons that save your
changes: the Apply 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.
AltiView 4.0 User Guide
35
Configuration
•
Configuring Your Station Settings
General Information
Figure 15.
General Info configuration
The General Info tab is the window you see when you first click the Config
button in the AltiView main window to open 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
The trunk access codes are defined in the AltiWare Administrator. When
you get an incoming call over multiple trunks and cannot issue a return call,
the system will automatically select the default trunk access code to place
your call.
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AltiView 4.0 User Guide
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 AltiView window to pop up
on your screen when you have a call. You can then click a call to take it or
perform other AltiView actions. For AltiView to pop up, you cannot have
closed the application entirely, but it can be minimized.
Select the Auto Close check box to have AltiView close the popup window
once you have finished with the call.
AltiView can access phone numbers from your Microsoft Outlook, ACT or
Goldmine database. During installation, the install program read which
applications you have installed on your PC.
In the drop down list under Use Database, select the database you want to
use. You have these additional options:
•
Select the 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 directory when you dial. With this option enabled, the names
and their associated numbers in your Outlook, ACT or GoldMine
directory are added to the contact list in the dial pad window.
•
Select the Update database right now check box to refresh the data
AltiView accesses from the database.
AltiView 4.0 User Guide
37
Configuration
Accessing Databases
Configuring Your Station Settings
Call Handling
Click the Call Handling tab in the Config window to configure incoming
call handling for your extension.
Figure 16.
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 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 40.
There is a “1-hop” limit to call forwarding. 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.
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AltiView 4.0 User Guide
Call Handling
Forwarding to a Pager Not Recommended
Forwarding calls to a pager is possible but not recommended since callers
will only hear what is heard when calling a pager and will not know to 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.
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 setting is pertains to almost all the options on this page: the number of
times the phone should ring before the system decides to forward the call
to an extension, voice mail, or the Auto Attendant.
AltiView 4.0 User Guide
39
Configuration
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.
Configuring Your Station Settings
One Number Access
If you are expecting calls that you want to receive regardless of where you
are, you can have the system send the call to you by dialing pre-determined
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 unable 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, you need to make sure your call handling settings are
appropriate (see page 43).
Also, ONA it must be enabled in the AltiWare Administrator. Also, to use
ONA to forward to outside lines, that must also be enabled as 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 enabled, the call will go into voice mail
and not to the ONA number you specified. So if you want to use ONA,
make sure Do Not Disturb is disabled. Or if the line is busy, the call will be
handled according to the extension’s Busy Call Handling configuration.
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AltiView 4.0 User Guide
One Number Access
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:
Configuration
Figure 17. One Number Access window
•
Determine the times you want to be available to ONA callers. This can
be at all times, during business hours, during non-business hours, or
during schedule-based access.If you select the Enable schedule based
access option, a dialog box pops up so that you can set the schedule:
AltiView 4.0 User Guide
41
Configuring Your Station Settings
Using this dialog box, you can set up to four different schedules. You
can enable or disable each schedule by selecting or deselecting its
check box.
•
Enable the Verify Caller ID check box and then specify the incoming
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 caller.
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 caller the caller to dial 1 during
your personal greeting and then enter the password.
•
Select the Forwarding Numbers to be used by the system to find you
when ONA is active. You can set up to four different numbers—
extensions or outside numbers. For outside numbers, use the dropdown list to select the trunk access code you want to use.
When ONA is active, the system 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.
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AltiView 4.0 User Guide
Message Notifications
Message Notifications
Click the Message Notify tab in the Config window to establish how and
when you want to be notified about incoming voice messages.
Configuration
Figure 18. Message Notification 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.
•
Schedule—during what hours you want to be alerted.
•
How and where to notify you—in the Message Notification 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.
AltiView 4.0 User Guide
43
Configuring Your Station Settings
Station Speed Dialing Setup
Click the Station Speed tab in the Config window 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 dial numbers are also set up by using
the #25 feature code on your phone set.
Figure 19.
44
Station Speed Dialing setup
AltiView 4.0 User Guide
Station Speed Dialing Setup
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 memory, add or edit the Name and Comment.
4.
Click OK.
After you have entered and saved the speed dial number, the number is also
displayed and can be used in the Dialing Pad window in the Station Speed
panel, as shown in Figur e4 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
Click the System Speed tab in the Config window to view the System
Speed Dial entries. System speed dial numbers are set up in AltiAdmin, the
AltiWare Administrator. In AltiView, 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 Figure20. Modify the Name or
Comment, then click OK.
The number is also displayed and can be used in the Dialing Pad window
in the System Speed panel, as shown in Figure4 on pa ge17.
AltiView 4.0 User Guide
45
Configuration
Figure 20. Dial Setting dialog box, for Speed Dial Numbers
Configuring Your Station Settings
46
AltiView 4.0 User Guide
Index
D
Index
A
AA state 11
ACT 5, 37
advanced database option
AltiAgent
configuration 35
AltiGen ii
AltiGen Communications
phone numbers ii
AltiGen services 4
AltiView
configuration 35
main window 15
Apply button 35
auto attendant 21
38
B
busy call handling
Busy state 11
39
databases 5
advanced options 38
deleting
logs 33
dial-by-name 38
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 39
E
Error call state 11
error messages 12
exit 10
external databases 5
C
F
call handling 17–22
configuration 38
call history 32
call holding 19
Call Pending state 11
call states, defined 11
call transfer 20
call waiting 20
calls list 16
Center configuration 35–45
conference call 21
Conference state 11
configuration 35, 35–45
call handling 38
general 36
message notification 43
One Number Access 40
station speed dialing 44
connected 11
flash button 19
forwarding all calls 38
forwarding voice mail 26
G
general configuration
GoldMine 5
Goldmine 37
36
H
AltiView 4.0 User Guide
Index
handling calls 17–22
hiding Center 9
history logs 32
history window 32
hold 11
hold button 19
hold pending 11
47
Index
I
Idle state 11
installation requirements 1
IP extension 8
IP extension, troubleshooting 9
L
licenses 2
logging in remotely
8
M
Microsoft Outlook 5, 37
minimize 10
monitor window 30
monitoring 30–33
mouse dialing 18
Music on Hold state 11
Ringback state
ringing 11
11
S
saving changes 35
screen pop 10, 38
search by name 19
session licensing 2
speed dial 19
state column 19
station speed dialing
configuration 44
switching service 4
system requirements 1
system speed dialing 45
T
NetMeeting 38
no answer handling 39
notifications 43
TCP socket 9
transfer calls 20
transfer to auto attendant 21
transfer to voice mail 20
transferring calls to voice mail 21
Troubleshooting IP Connectivity 9
O
U
OK button 35
One Number Access
configuration 40
One Number Access Setup 41
uninstall 5
upgrade 2
N
P
pager, and forwarding 39
Park state 11
password
One Number Access 42
phone icon 10
ping 9
Play state 11
pop-up windows 10
proceeding 11
R
Record state
48
11
AltiView 4.0 User Guide
V
Verify Caller ID 42
voice mail 20, 23–29
forwarding 26
playing 24
voice mail group 27
Voice Mail Service 4
voice mail state 11
W
warranty v
how to get service vi
web-based calls 38
Windows tray 10