Altigen Altiware Open Edition 4.0 User guide

AltiServ™
for AltiWare Open Edition (OE), Versions 3.5 & 4.0
User Guide
Revised 09/2000 4003-0002-4.0
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, 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 4003-0002-4.0
Table of Contents
Contents
Phone Feature Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
AltiMail Quick Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Making Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Answering Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Call Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Workgroup Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Supervisor Features1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Other Features. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1
1
1
1
1
2
2
2
C HAPTER 1
AltiServ Telephone Functions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Basic Functions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Making Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Answering Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Putting a Call on Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Transferring Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Centrex Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Conference Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Consultation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Call Park . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
System Call Park and Silent System Call Park. . . . . . . . . . . . . . . 7
Call Waiting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Multiple Call Waiting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
System Callback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Dialing a Remote AltiServ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Calling a Remote Extension Directly over IP. . . . . . . . . . . . . . . . 9
Calling Remote Auto Attendant or Operator . . . . . . . . . . . . . . . . 9
Calling a Remote Number (Hop Off Dialing) . . . . . . . . . . . . . . 10
Voice Over IP Trunk Call Support . . . . . . . . . . . . . . . . . . . . . . . . 11
Supported Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Remote Locations IP Dialing Chart . . . . . . . . . . . . . . . . . . . . . . . . 13
Using Feature Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Answering Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
AltiMail Quick Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Making Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Call Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Workgroup Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Workgroup Supervisor Features . . . . . . . . . . . . . . . . . . . . . . . . . 18
AltiServ User Guide iii
Table of Contents
Other Features. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Operator Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Call Handling and the Auto Attendant . . . . . . . . . . . . . . . . . . . .
Checking the General Mailbox. . . . . . . . . . . . . . . . . . . . . . . . . .
Calls on Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Operator Off-line . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Outside Call Blocking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
19
20
20
20
20
21
21
C HAPTER 2
Using AltiMail Voice Messaging . . . . . . . . . . . . . . . . . . . . . . . . . . .
Logging In . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Transfer to AltiMail Feature. . . . . . . . . . . . . . . . . . . . . . . . . . . .
Returning to Auto Attendant from AltiMail. . . . . . . . . . . . . . . .
AltiMail Main Menu Options . . . . . . . . . . . . . . . . . . . . . . . . . . .
Listening to Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Sending Messages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Making a Call from within AltiMail. . . . . . . . . . . . . . . . . . . . . .
Personal Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Recording Greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Changing your Password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Using Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Using Reminder Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Call Forwarding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Feature Tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Using Distribution Lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Enable/Disable IP Extension . . . . . . . . . . . . . . . . . . . . . . . . . . .
Dynamic Messaging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Zoomerang . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Private Messaging. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
AltiMail Mixed-Media Messaging . . . . . . . . . . . . . . . . . . . . . . . .
Accessing AltiMail Mixed-Media Messages . . . . . . . . . . . . . . .
23
23
24
25
25
25
27
27
28
28
29
30
31
32
32
32
34
34
35
36
37
37
C HAPTER 3
Using AltiReach . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Logging In . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
The Main Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Setting Call Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Speed Dial Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
CallView . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Workgroup View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Message Notification Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
One Number Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
39
39
40
41
43
43
46
48
49
iv
AltiServ User Guide
Phone Feature Codes
Feature Codes
AltiMail Quick Features
#11 . . . . . . . . . . . . . . . . . . . . . . Greeting Menu
#28 . . . . . . . . . . . . . . . . . . . . . . Password Menu
Making Calls
#34 . . . . . . . . . . . . . . . . . . . . . . Dial By Name
#35 . . . . . . . . . . . . . . . . . . . . . . Virtual Log In (Station Privilege
Override)
#69 . . . . . . . . . . . . . . . . . . . . . . Dial Last Caller
#77 . . . . . . . . . . . . . . . . . . . . . . Station Speed Dial
#88 . . . . . . . . . . . . . . . . . . . . . . System Speed Dial
#99 . . . . . . . . . . . . . . . . . . . . . . Last Number Redial
Answering Calls
#29 <ext> . . . . . . . . . . . . . . . . . Individual Call Pickup (a specific
station)
#30 . . . . . . . . . . . . . . . . . . . . . . System Call Pickup (any station
ringing)
FLASH #31 . . . . . . . . . . . . . . . Personal Call Park
#31 <ext> . . . . . . . . . . . . . . . . . Personal Call Park Pickup
FLASH #41 . . . . . . . . . . . . . . . System Call Park
#41 <loc. #> . . . . . . . . . . . . . . . System Call Park Pickup
#81 . . . . . . . . . . . . . . . . . . . . . . Hands Free Intercom Mode
#82 . . . . . . . . . . . . . . . . . . . . . . Hands Free Manual Answer Mode
Call Management
#15 . . . . . . . . . . . . . . . . . . . . . .
#26 . . . . . . . . . . . . . . . . . . . . . .
#27 . . . . . . . . . . . . . . . . . . . . . .
#32 <acct. #> . . . . . . . . . . . . . .
#33 . . . . . . . . . . . . . . . . . . . . . .
#36 . . . . . . . . . . . . . . . . . . . . . .
#37 . . . . . . . . . . . . . . . . . . . . . .
Transfer to Auto Attendant
Station Log Out
Station Log In
Set Account Code
Do Not Disturb
Call Forwarding
Remote Call Forwarding
AltiServ User Guide 1
Phone Feature Codes
Workgroup Features
#29 <wkgp ext #> . . . . . . . . . . . Workgroup Call Pickup
#54 <wkgp ext #> . . . . . . . . . . . Workgroup Log In
#56 <wkgp ext #> . . . . . . . . . . . Workgroup Log Out
#901 . . . . . . . . . . . . . . . . . . . . . . Set Status to Ready
#911 . . . . . . . . . . . . . . . . . . . . . . Set Status to Not Ready
Supervisor Features1
#59 + <wkgp ext> + <wkgp pwd> + <agnt ext> + 1
Workgroup Silent Monitor
#59 + <wkgp ext> + <wkgp pwd> + <agnt ext> + 2
Workgroup Barge In
Other Features
#22 . . . . . . . . . . . . . . . . . . . . . . . Feature Status Check
#25 . . . . . . . . . . . . . . . . . . . . . . . Station Speed Dial Setup
#38 . . . . . . . . . . . . . . . . . . . . . . . Outside Call Blocking (operator only)
#39 . . . . . . . . . . . . . . . . . . . . . . . Operator Off-Line (operator only)
#44 . . . . . . . . . . . . . . . . . . . . . . . Overhead Paging
#45 . . . . . . . . . . . . . . . . . . . . . . . Overhead Paging by Trunk
#55 . . . . . . . . . . . . . . . . . . . . . . . List Feature Tips
#73 . . . . . . . . . . . . . . . . . . . . . . . Silent System Call Park
FLASH <ext> . . . . . . . . . . . . . . Transfer
FLASH #40 . . . . . . . . . . . . . . . . Transfer to AltiMail
FLASH # 15 <AA#> . . . . . . . . .Transfer to Auto Attendant
FLASH # # <ext> . . . . . . . . . . . Transfer to a User’s Voice Mail
FLASH <ext> FLASH . . . . . . .Consultation
FLASH <no.> # . . . . . . . . . . . . . Conference Call
FLASH . . . . . . . . . . . . . . . . . . . Call Waiting
1
Features are available in AltiWare version 4.0 or higher only.
2 AltiServ User Guide
Basic Functions
CHAPTER 1
AltiServ Telephone Functions
This guide refers to the FLASH button on the telephone
device.The flash function is the off-hook flash used, for
example, to take the other call in a simple call-waiting
situation. Some telephones may provide a LINK or similar button that
provides the same function.
Basic Functions
Making Calls
•
To make an internal call to another extension, lift the handset offhook, wait for dial tone and dial the extension number.
•
To make an external call, lift the handset off-hook, wait for dial tone,
dial the designated outside line access digit and dial the phone number.
The outside line digit(s) are provided by your administrator.
Answering Calls
When you answer the phone, there may be different rings depending on the
who is calling you. When Distinctive Ringing is enabled on your system,
three different ringing cadences may be used:
•
Internal Call = short double rings
•
External Call = long single rings between long pauses
•
Operator Call = long single rings between short pauses
AltiServ User Guide 3
Telephone
Functions
AltiServ provides a broad range of call-handling and dialing features. For
you to use the system most effectively, you might want to browse through
this section and keep it handy for future reference.
AltiServ Telephone Functions
Putting a Call on Hold
While connected to a call, do one of the following:
•
Press the FLASH button to play music on hold —if the system is
configured to play music on hold—and do not hang up. Hanging up
will disconnect the call. To reconnect to the call, press the FLASH
button again.
•
Press the HOLD button. Nothing is heard while placed on hold this
way. Hanging up here will not disconnect the call. To reconnect to the
call, press the HOLD button again.
Transferring Calls
To transfer the currently connected call:
1.
Press the FLASH button.
2.
At the dial tone, dial the third party’s extension number, or if
permitted, a trunk-line access prefix and an external phone number.
3.
When the third party answers, announce the call or simply hang up.
When hanging up, use the Release button if available or keep the
hook-flash down for a couple of seconds to make sure the call is
transferred.
To abort the transfer and reconnect to the incoming call, press FLASH
again before the transfer is complete.
Centrex Transfer
If you have a Centrex line, you can use this feature to transfer an external
call to an outside number without having to tie up two trunk lines. Once the
transfer is complete, the external caller’s line connects directly to the
outside number. Since there are no longer any connections to internal users,
internal trunk lines are then dropped, freeing up system trunk line resources
for other calls.
To complete a Centrex transfer:
1.
Press FLASH, then *.
2.
Dial the second party’s phone number (no need to dial the prefix for
trunk-line access such as 9) and either hang up or announce the call.
3.
Once you place the handset back on-hook, the trunk line also drops and
Centrex completes the transfer.
4
AltiServ User Guide
Basic Functions
Transferring Calls into AltiMail
To send an outside call into the AltiMail Voice Messaging system, press
FLASH # 4 0.
Transferring Calls Directly to a User’s Voice Mailbox
Transferring Calls to an Auto Attendant
To transfer a call to the Auto Attendant, press FLASH # 15 and the two
digit Auto Attendant number. For example, if 001 is the initial greeting to
which you want to send the user, press FLASH # 15001.
Conference Calls
You can place conference calls including up to 5 parties, and you can speak
privately with each party before adding them to the conference call. Any
internal user is able to add parties to the conference call.
The quality of the conference call depends on the quality of service
available with the local telephone company.
To initiate a conference call while connected to the first party:
1.
Press FLASH.
2.
At the dial tone, dial the next party’s phone number.
3.
Wait for the third party to answer and announce the conference call.
4.
Press # to put all three parties into the conference call.
5.
During conferencing, any internal conference participant may press
FLASH, dial the next party’s number, and press # to bring the person
into the conferencing session.
There are some system technical restrictions on conference calls.
On each Quantum board, the extensions assigned to the board can be
involved in a maximum of 3 different conferences. For example, if
extensions 101 - 110 are all on the same board, 101, 105, and 107 could be
involved in one conference call, while 104 and 108 were on another, and
109 and 102 were on a third call.
AltiServ User Guide 5
Telephone
Functions
To transfer a call directly into a user’s voice mail, press FLASH ## and the
user’s extension number. When you transfer a call this way, you do not
need to set the user’s station on Do-Not-Disturb or wait for the phone to
finish ringing.
AltiServ Telephone Functions
Depending on the type of board, the each Quantum board could run up to
4, 8, or 12 extensions. There is no limit to conferencing extensions from the
same board.
For all conferences on a single board, the system allows up to 4 extensions
total from any of other boards, in any combination, at any one time.
For example, if Conference #1 includes 4 extensions from other boards,
Conference #2 and #3 cannot have any. If Conference #1 includes only 2
extensions from other boards, 2 other extensions could be used by
Conference #2 or #3.
If these limits are reached, the system rejects attempts to conference
additional parties to the call.
Consultation
To place the caller on hold and speak with a person at another extension:
1.
Press FLASH and dial the extension number of the person you wish to
speak with.
2.
When you are finished, press FLASH again to disconnect the
consultation and return to the original caller.
Call Park
You can park calls and then pick them up at your current station or another
one. After a time-out period—set in the AltiWare Administrator—parked
calls ring the extension at which they are parked.
To park calls:
1.
Do one of the following:
• To park the call at the current extension, press FLASH # 31 and
hang up.
• To park the call at another extension, press FLASH # 31 followed
by the extension number. For example to park the call at ext. 487,
press FLASH # 31487.
2.
6
To pickup the parked call, press # 31 followed by the extension
number of the station where the call is parked.
AltiServ User Guide
Basic Functions
System Call Park and Silent System Call Park
System Call Park allows user to park a call at a public “location” by
entering FLASH #41. The system announces where the call is parked—a
location number. Calls parked by a user will ring that user’s extension after
the time-out period expires.
Call Waiting
To use call waiting, it must have been enabled either for the system in the
AltiWare Administrator or by the user in AltiReach. The latter is described
in “Setting Call Management” on page41.
If a call comes in while you’re on the phone, the system will beep up to
three times over a 24 second period before the call is routed into voice mail.
To answer the call:
1.
Press FLASH to put the first call on hold and simultaneously connect
to the waiting call.
2.
Press FLASH again to return to the first call.
Distinctive Call Waiting Tone
If the Distinctive Call Waiting Tone option is enabled by the system
administrator, you may three different call waiting tones cadences that
distinguish the types of calls:
• Internal Call = two tones
• External Call = one tone
• Operator Call = three tones
Multiple Call Waiting
This feature enables a “personal” queue that allows you to handle multiple
incoming calls by letting callers wait in queue until you answer the call.
You can transfer or park calls before answering the next call in queue.
AltiServ User Guide 7
Telephone
Functions
You can enable the Silent System Call Park feature to by pressing #73 on
your telephone keypad. This feature is used to disable the system from
announcing the “location” of a call when using the System Call Park
feature. This announcement is sometimes confusing when using graphic
interface applications such as AltiConsole rather than using the telephone.
It also eliminates having to wait for the location number to be announced
before moving on to the next task.
AltiServ Telephone Functions
Multiple Call Waiting must be enabled for your extension by the system
administrator before it can be used.
Before being placed in queue, the caller hears an Initial Greeting. Once in
the queue, the caller hears a Subsequent Greeting every 30 seconds. You
can change or customize these greetings in AltiMail at the Personal
Options menu as described in “Recording Greetings” on pag e28.
In queue, the callers can press pound (#) to exit the queue and leave a voice
mail message or, if your organization has an operator, press 0 for the
operator. You may want to remind users of these options in the greetings.
To answer calls in a Multiple Call Waiting situation:
•
During a call, you will hear an alert tone (audio beep) for each new call
that is added to the queue.
•
If you hang up, the phone will ring with the next caller in queue.
•
If the caller hangs up, you will hear a fast busy dial tone which
indicates that there is a another call in queue. To pickup the call, press
the Link or FLASH key.
1.
To park or transfer a call before answering the next call, press the Link
or FLASH key and do one of the following:
• To transfer the call, enter the extension or phone number and hang
up.
• To park the call using Personal Call Park, press # 31, enter an
extension number only if you want to park the call at an extension
other than your own, and then hang up (see page 6).
• To park the call using System Call Park, press # 41, note the
parked call “location” number, and then hang up.
2.
Answer the next call in queue; it will ring after you disconnect the
previous call.
System Callback
You can have AltiServ call you at a remote location. This is useful for
mobile users who don’t want to accrue expensive toll charges while
traveling, especially from international locations where there is no access
to toll-free numbers.
In order to access this feature, System Callback must be configured in the
Auto Attendant by the system administrator.
8
AltiServ User Guide
Dialing a Remote AltiServ
To use the System Callback feature:
Call the AltiServ system you want to call you back.
2.
Using the Auto Attendant, select the System Callback option.
3.
When prompted, enter your extension number and password.
4.
Enter the number for AltiServ to call you back and press # at the end
of the number. When you enter the number, it should be exactly as
AltiServ will dial it back; enter a 1 and the area code if it is a long
distance number or 011 and the country code if it is an international
number. You do not need to enter an outside line access digit (e.g. 9).
5.
Hang up. AltiServ will call you back at the number you specified.
6.
When prompted, enter your password. At successful login, you are
connected to the Auto Attendant.
Dialing a Remote AltiServ
Calling a Remote Extension Directly over IP
To call a remote extension directly over IP:
1.
Dial the IP trunk access code (e.g. 8).
2.
Dial the destination ID (e.g. 1), if applicable.
3.
Dial the destination extension number (e.g. 101).
Calling Remote Auto Attendant or Operator
If the remote system is configured to connect incoming calls to an operator
or Auto Attendant (and not to a person’s or workgroup extension), you can
connect with the operator or Auto Attendant as follows:
1.
Dial the IP trunk access code (e.g. 8).
2.
Dial the destination ID (e.g. 1), if applicable.
AltiServ User Guide 9
Telephone
Functions
1.
AltiServ Telephone Functions
Calling a Remote Number (Hop Off Dialing)
If your AltiWare systems are configured to allow Hop Off dialing—using
a remote trunk to place an outgoing call—you can do that as follows:
1.
Dial IP trunk access code (e.g. 8).
2.
Dial the remote system ID digit (e.g. 3).
3.
Dial *, which selects the PSTN trunk with the lowest value in the
access code.
4.
Dial the phone number (e.g. 14085551212).
5.
Optionally, press # to speed up the call.
For example, to call 650 555-4444, using your local IP trunk access code
of 8 and the remote system with an ID of 3, you would dial 8 0 *
16505554444#, this will call 14085551212 using a CO trunk on the remote
system.
You can also replace the * with a 9 to select the remote access
trunk access code 9. The specific trunk access code only
works for ‘9.’ You cannot select ‘8’,’ 7,’ or ‘6,’ etc., as the
trunk access code using this dialing method unless the remote extension for
this system is set to ‘unknown.
Note:
The remote Extension Length must be always be set to None for
the remote system entry, if using Hop Off Dialing.
Hop On Dialing to a Remote Extension
To hop onto a remote extension:
1.
The incoming call must come in over T1 or the CO to an extension.
2.
The extension is set up to forward over IP to the remote extension.
10
AltiServ User Guide
Voice Over IP Trunk Call Support
Voice Over IP Trunk Call Support
If your system is set up with Voice Over IP, you can use the following
trunk-related AltiServ features during IP trunk call sessions.
Supported Features
The following features are supported while dialing through IP trunks:
• Call Transfer To and From IP Trunk (Blind and Supervised) you must dial the IP trunk access code and all necessary prefixes to
transfer calls via an IP trunk.
• One Number Access - when entering “outcall” numbers via
AltiReach or AltiAdmin, you must add the IP Trunk Access
number. For example, if you want AltiServ to dial the extension 300
at a remote AltiServ where the location ID (Dialed Digits) is 1 and
the IP trunk access code is 8, you must enter 81300 as the outcall
number.
• Message Notification
• Reminder Calls
• Multi-Location Conferencing
• Call Park
• Call Waiting
• Call Forwarding
• Automatic Call Distribution
• Auto Attendant
• System CallBack over IP Trunk
• Calling Out from Voice Mail
• Zoomerang - allows the caller to leave a different extension
number as the callback number. If the callback number of a call
from another AltiServ is available and automatically captured,
AltiServ only announces the extension number but connects to the
correct remote AltiServ.
AltiServ User Guide
11
Telephone
Functions
• Incoming and Outgoing Trunk Calls - you must dial the IP trunk
access code to make outgoing calls via an IP trunk.
AltiServ Telephone Functions
• Dial Last Caller - AltiServ will use an IP trunk to dial the last caller
if that call was received via an IP trunk.
• Call Restrictions
• Speed Dialing - be sure to enter all appropriate prefixes such as IP
trunk access code, Dialed Digits, etc.
• Call Accounting
• Caller ID - displays location and extension number. If an incoming
call is from an unspecified IP host, the IP address is used instead of
location name.
• Voice Mail
• Microsoft Exchange Integration
• AltiConsole Client Support - you can use AltiConsole to handle
calls to and from IP trunks.
• AltiReach Support - all features accessible via AltiReach (One
Number Access, Message Notification, etc.) can be used with IP
trunks. Call View and Workgroup View windows also show call
activities over IP trunks.
• AltiView / AltiView IP Extensions
12
AltiServ User Guide
Remote Locations IP Dialing Chart
Remote Locations IP Dialing Chart
To use IP trunks to dial remote AltiServ locations, generally you need to
know the IP trunk access code, the remote location ID (the digit(s) you dial
to reach the remote server), and the remote extension you want. You can
use the following chart to list the IDs and extension lengths for each remote
AltiServ system.
(e.g. 8)
Remote Loc. ID)
(Dialed Digits)
Location/Destination
Telephone
Functions
IP Trunk Access Code:
Extension Length
(at remote location)
(example) San Jose
1
3
(example) Seattle
2
3
AltiServ User Guide
13
AltiServ Telephone Functions
Using Feature Codes
The following sections describe additional telephone features used for call
handling and management. To use any of these features,
1.
Lift the handset off-hook and wait for the dial tone.
2.
Dial the keys indicated in the “DIAL” column.
3.
Follow the instructions in the “INSTRUCTIONS” column.
Answering Calls
Feature
Dial*
Individual Call Pickup #29
<ext>
System Call Pickup
(any ringing phone)
#30
Personal Call Park
FLASH #31,
then hang
up; OR
FLASH #31
<ext>, then
hang up
Description
DQ\ ULQJLQJ SKRQH WR WKH
ORFDO VHW
DQRWKHU
!
" # $% !
&
'&
(
)
* Personal Call Park
Pickup
#31
<ext>
System Call Park
FLASH
#41
-
. !
+!
,
/
/ ' ) 2 0 1
) 3
!
&
* System Call Park
Pickup
14
#41
<loc.>
AltiServ User Guide
+,
Using Feature Codes
Hands Free Intercom #81
Mode
) # )
# ) ) )
)# ) ( ) " ( (
) )
# #
#
6 #
( 6 #
" ( 7 ( Hands Free Manual
Answer Mode
#82
) # !
)
# ) # 89 :) 2
/%
2
)
;)3 < ( ( ' ) )
6* #
( 6* #
4 : /% ( #
6* 6 #
* <ext> = extension num.; <nn> = 2-digit num.; <loc.> location num.
AltiServ User Guide
15
Telephone
Functions
2
( 45 4 ) AltiServ Telephone Functions
AltiMail Quick Features
The following voice messaging features are accessible in the same way as
telephone features, without having to login to AltiMail.
Feature
Dial
Description
Greeting Menu
# 11
<password>
) # 28
) Password Menu
) Making Calls1
Feature
Dial*
Description
Dial by Name
#34
<string> #
/( )
(
)
( )
= > @ !
? ' )
Station Privilege Override
' # ) # #35
<your ext> IRU WKH QH[W FDOO <password> Dial Last Caller
#69
Station Speed Dial
#77 <nn>
System Speed Dial
#88 <nn>
!
"
#
Last Number Redial
#99
* <ext> = extension num.; <nn> = 2-digit num.; <loc.> location num.;
<string> = character string
1
If you are unable to make calls within certain area codes, check with your System Administrator for any toll restrictions placed on codes and dialing prefixes.
16
AltiServ User Guide
Using Feature Codes
Call Management
Feature
Dial*
Station Log Out
#
$
#26
<password> " #
% #27
<ext>
<password>
Account Code
(before calling)
#32
<acct. num>,
Account Code
(during a call)
FLASH (wait
for dial tone)
#32 <acct.
num> #
#
$
&
#
$
' #
$
() #
$
$
*
"
% %
#
+
,-
,-.
. " (/
"
( 0 "
#
1 "
2 #
"
2 3
#
"
#
#36 <pass- ," " word> <des- $
$
tination> # $ % #
" (/4
#
" 5 %
. " 6 Do Not Disturb / #33
Deactivate Do Not
Disturb
Call Forwarding
Remote Call
Forwarding
#37 <your 3
2
ext> <pass- " " 5
" word>
$
#
(/) * <ext> = extension num.; <nn> = 2-digit num.; <loc.> location num.;
<destination> = extension or complete phone number
AltiServ User Guide
17
Telephone
Functions
Station Log In
Description
AltiServ Telephone Functions
Workgroup Features
Feature
Dial*
Workgroup
Call Pickup
+* #29
<wkgp ext> "* Workgroup Log In
Workgroup Log Out
Status Ready†
Status Not Ready†
Description
, "* 7 - #54
<wkgp ext> "*
- * "* #56
<wkgp ext> #
$
#90
%
$
#
"* % 3 8 %
#91
%
"*
"* $
* <wkgp ext> = workgroup pilot extension num.;
† Features are available in AltiWare version 4.0 only.
Workgroup Supervisor Features1
Feature
Dial*
Workgroup
Silent Monitor
#59 + <wkgp ext> Listen to calls coming into the
+<wkgp pwd> + specified workgroup. Not used on
outgoing calls.
<agnt ext> + 1
Description
#59 + <wkgp ext> Intervene in a conversation between
+<wkgp pwd> + an agent and an incoming caller.
<agnt ext> + 2
* <wkgp ext> = workgroup pilot extension num.;
Workgroup
Barge In
1
These features are available in AltiWare version 4.0 only. Also, they require a
Triton Resource Board and system setup to allow monitoring and barge in.
18
AltiServ User Guide
Using Feature Codes
Other Features
Dial*
Description
Feature Status Check
#22
Station Speed Dial
Setup
#25 <nn>
<phone
num> #
Overhead Paging
#44
Overhead Paging by
Trunk
#45
Feature Tips
#55
&
#
#
' "
"
#
7 1 9
," &
9 ,"
.,
5
%
5
5
:
9 ;* <:
= :
:
<:
=
+ "
>> ! %
> 3
#
(
. "
( ' #
#
#
* "
' #
* " ' " * "
* + # %
#
,
% / "
9 +* )
Silent System Call Park #73
* <nn> = 2-digit num; <phone number> = extension or complete phone
number, including trunk or route access code
AltiServ User Guide
19
Telephone
Functions
Feature
AltiServ Telephone Functions
Operator Features
This section is provided specifically for the designated Operator.
Depending on your organization, this may be a single person or a number
of people.
Call Handling and the Auto Attendant
If your system uses the Auto Attendant, it can handle and route incoming
calls automatically with prompts and menus; most incoming calls do not
reach the Operator.
The call will ring at the Operator’s desk if the caller dials 0 while listening
to options given by the Auto Attendant. The sections at the beginning of
this chapter offer instructions on basic answering, putting calls on hold, and
transferring calls.
Checking the General Mailbox
The System Administrator may set up a General Mailbox where callers can
leave messages if do not know who to speak with or when the Operator is
unavailable. This mailbox works like any other voice mailbox and has an
extension number and password. Be sure to check this mailbox frequently
and forward messages to the appropriate person as soon as possible.
Calls on Hold
To place a call on hold, do one of the following:
•
Press the FLASH button to play music on hold, or
•
Press the HOLD button to place the caller on hold without music.
If a call is placed on hold at the Operator’s desk, subsequent calls to the
Operator can be routed to the next extension in a queue, sent to a voice mail
(the General Mailbox), or placed into a new queue. Be sure to fully
understand your organization’s customized call processing procedures.
20
AltiServ User Guide
Operator Features
Operator Off-line
When the Operator Off-line feature is activated, all calls are directed to the
Auto Attendant. When callers dial 0 in the Auto Attendant, the system
transfers the call to the next extension in the workgroup if one is
configured. If there is no operator extension available, the system informs
the caller that the Operator is not available and to leave a message in the
Operator’s mailbox.
Outside Call Blocking
You can block access to all outside lines by pressing #38. Pressing #38 a
second time restores the system to its normal outside calling status.
AltiServ User Guide
21
Telephone
Functions
To activate this feature, press # 39. When it’s active, you can deactivate it
also by pressing # 39.
AltiServ Telephone Functions
22
AltiServ User Guide
CHAPTER 2
Using AltiMail Voice Messaging
This chapter describes the use of the features and functions available in
AltiMail, the voice messaging subsystem of AltiServ. AltiMail include
basic voice mail functions and more sophisticated features such as an
interface with email.
AltiMail voice prompts provide instructions and options for all functions.
From any menu, press 0 to repeat your options or * to return to the previous
menu.
Voice Mail
The chart at the end of the AltiServ User Guide will help you better
understand the menu structure.
Feature Tips
Each time you login to AltiMail, you hear a Feature Tip—helpful tips and
reminders of the most useful features for optimal use of AltiServ. See
“Feature Tips” on page 32 for more information on this feature as well as
instructions on how to enable/disable this feature.
Logging In
First time access
From your station, press # # and then enter your default password, which
is normally your extension number. After login, you’ll hear the AltiMail
Main Menu, described on page 25.
The extension number password is for initial login only; be
sure to change your initial password as soon as possible. To
change your password, see “Changing your Password” on
page 29, and the note about passwords on page 24. If your extension
number doesn’t work as a default password, see your system administrator.
A Normal Login at Your Station
Press # #, followed by your password.
Logging in from Another Station or as a Virtual Extension
Press #, followed by your extension number, followed by your password.
AltiServ User Guide
23
Using AltiMail Voice Messaging
Remote Login
For remote login from outside the office, dial your company phone number
and during the Auto Attendant greeting, press #, followed by your
extension number, followed by your password.
For standard remote login, the Auto Attendant must be configured. If Auto
Attendant is not used in your office, someone in the office (such as the
operator) must transfer you into AltiMail. Please see “Transfer to AltiMail
Feature” on page 24.
About Passwords
•
Valid passwords are from 2 – 8 digits in length and can contain
numbers or letters A- Z. The letters map to numbers as follows:
Numbers
Letters
Numbers
Letters
/
; 9 ? , )
@
+ & % 8 A #
6
D
B . ' E F - G * !
3 C 0 " $ H I J K
4
5 1 : Transfer to AltiMail Feature
If the Auto Attendant is not active when you want to login in from a remote
phone, you must have the operator or any other internal user transfer you
into AltiMail. There are two ways to transfer users into AltiMail:
•
Normally, anyone in the office is able to send an outside user into
AltiMail by pressing FLASH #40 while connected to the user.
•
If FLASH is disabled1, you can also login to AltiMail by pressing *
during the voice mail greeting of any extension. If you’re calling your
own extension, you then enter your password. If you’re calling
someone else’s extension, press # to enter your extension and then
your password.
1
FLASH may be disabled if the operator or user is using any TAPI third party
application that does not support it.
24
AltiServ User Guide
Returning to Auto Attendant from AltiMail
After a remote login, you can dial 9 from the main menu to return to the
Auto Attendant, provided the Auto Attendant is configured and activated.
This allows you to access voice mail and also speak with or leave messages
for others on the same phone call.
AltiMail Main Menu Options
Once you’ve successfully logged into AltiMail, you are presented with the
following options at the Main Menu:
Listen to New Messages
2.
Review Saved Messages
3.
Send a Message
4.
Access Personal Options
5.
Access Private Messaging Options
6.
Phrase Management (system manager extension only)
Voice Mail
1.
8. Review Mixed-Media Messages
9. Transfer Out of Voice Mail (for remote access AltiMail only)
#. Make a Call
Listening to Messages
If there are new messages in your voice mail box, the dial tone changes
from a constant tone to a broken tone. At the Main Menu, AltiMail
announces the presence of new and saved messages.
To check voice mail messages, press…
•
1 for new messages
•
2 for saved messages
To listen to Mixed-Media messages (see page 37), press 8 and then…
•
1 for new messages
•
2 for saved messages
The Main Menu options 1, 2, and 8 are not available and are not announced
if there are no new or saved messages.
AltiServ User Guide
25
Using AltiMail Voice Messaging
Disposing of the Messages
After or while listening to a new or saved message, you have the following
options. Press…
•
1 to delete
•
2 to replay
•
3 to save
•
4 to forward a copy of the message with an introduction
•
5 to call the sender.
This is the Zoomerang feature described on page 35. Press *** to
disconnect from the call and return to AltiMail.
The sender’s caller ID information is automatically captured by the
AltiServ if the caller is an internal user or an outside caller who has
either a publicly listed number or has entered their callback number in
the delivery options menu after leaving the message. But if the caller
ID is not available, you can still use the Zoomerang feature by manually dialing the number.
When using Zoomerang with Cellular or PCS phones, see the discussion in the next subsection.
•
6 to reply to the message
•
7 to rewind (during message playback)
•
9 to fast forward (during message playback)
•
# to skip
•
(To listen to a skipped message, press 1 again at the Main Menu.)
See your System Administrator to activate or deactivate the
announcement of time and date for each message before
playing the message content. The time stamp can be skipped
by pressing 9 during playback.
About Outcalls to Cellular or PCS Phone Numbers
When an outcall is made by the system (for One-Number-Access, Message
Notification, Zoomerang, Call Forwarding, etc.), to a cellular or PCS
phone, it may ring the phone once but not necessarily present the call and
make a connection. This will happen if the ringback tone played by the
cellular service provider does not confirm to standard ringback tones. To
work around this problem, instruct users to append a few commas (,) to the
outcall (cellular) number when entering it. One comma provides a one
second pause.
26
AltiServ User Guide
Sending Messages
To send a message:
1.
At the Main Menu, press 3
2.
Record your message and press # when finished.
If you need to re-record the message, press * when prompted.
3.
Select a destination by entering one of the following:
• Enter destination extension number
• # to enter destination extension by name. Enter last name followed
by the first name and press # when finished. Use 1 for “Q” and “Z”.)
• 01 followed by a personal Distribution List number to send a
message to a personal distribution list. See “Using Distribution
Lists” on page32 for information on setting up distribution lists in
AltiMail. You can also set them up in AltiView.
• 02 followed by a system Distribution List number to send a message
to a system distribution list. System distributions are set up by the
system administrator.
4.
After selecting the destination, press one of the following:
• # to send immediately
• 1 for delivery options, then 1 for urgent delivery, or 2 for future
delivery. Urgent messages are placed at the beginning in the queue
of new messages to be heard, before other non-urgent messages.
• 2 to re-enter a destination as in step 3.
Making a Call from within AltiMail
You can make a call, either to another user’s extension number or to an
external phone number, using AltiMail. This can be useful, for example,
when you’re calling in from a remote location and want to respond to
messages and make other calls, all on the same call into AltiMail.
The use of this privilege is configurable on a per-user basis.
Check with your AltiServ system administrator.
To place a call, press # at the Main Menu, then dial the number or
extension.
AltiServ User Guide
27
Voice Mail
The following two destination selection options are available using
AltiWare version 4.0 or higher.
Using AltiMail Voice Messaging
For external numbers, dial the outside line access code (e.g., 9 or 8) and any
long distance prefix such as 1 and area code. Press *** to disconnect from
the call and return to AltiMail.
Personal Options
Personalize your AltiMail by creating unique greetings and customizing
the system to notify you of important calls or remind you about meetings
and action items.
At the Main Menu, press 4 for the following Personal Options:
•
Personal Greetings
•
Password
•
Message Notification
•
Reminder Call
•
Call Forwarding
•
Feature Tips
•
Distribution Lists (AltiWare version 4.0 or higher)
•
Enable/Disable IP Extension
Recording Greetings
At the Personal Options menu, press 1 to record greetings, then press…
•
1 to record your Personal Greeting.
Record your greeting and press # when finished. Example: “Hi, this is
Mary Smith. I am unable to answer your call at this time. Please leave
a detailed message and I will return your call promptly.”
•
2 to record your Directory Name.
Record your full name and press # when finished.
•
3 to select which greeting to use (the system greeting or personal
greeting).
Even if you have recorded your personal greeting, the default system
greeting is used until you select and thus activate your personal
greeting. This also applies to the Initial and Subsequent greetings
described below.
28
AltiServ User Guide
Personal Options
The following options, 4 and 5, are available only when Multiple Call
Waiting is enabled for your extension. See “Multiple Call Waiting” on
page 7. These features both require activation as discussed in the preceding
paragraph.
•
4 to record an Initial Greeting
Callers will hear the Initial Greeting when placed in your personal
queue. Example: “Hi, this is Mary Smith. I’m on the other line at the
moment. If you would like to hold, please stay on the line. To leave a
message, press pound (#) at any time. Press 0 for the operator.”
The system default Initial Greeting is “<your directory name> is on
the phone and will be with you as soon as possible. You may hold or
press the # key to leave a message”.
5 to record a Subsequent Greeting
Callers in your personal queue will hear the Subsequent Greeting
every 30 seconds. Example: “Hi, I’m still on the other line. Please
continue to hold or press pound (#) to leave a message. Press 0 for the
operator.”
The system default Subsequent Greeting is “<your directory name>
is still on the phone. You may continue holding or press # to leave a
message”.
Changing your Password
To protect your voice mail system, memorize your password without
writing it down. Change your password frequently, and change it any time
you suspect it has been compromised.
To change your password, after pressing 4 at the Main Menu to hear the
Personal Options …
1.
Press 2 for the Password options
2.
Press 1 to change the password
3.
Enter a new password. See “About Passwords” on pag e24.
AltiServ User Guide
29
Voice Mail
•
Using AltiMail Voice Messaging
Using Message Notification
When you’re away from your desk, you can use the Message Notification
function to alert you about incoming messages. When a caller leaves a
message in your voice mailbox, the system calls the extension, phone
number or pager that you designate—the delivery phone number. AltiMail
then prompts you for your password and places you at the Main Menu.
About the Delivery Number
When setting this delivery phone number, AltiMail asks you to enter the
number (up to a maximum of 64 digits), using the long distance prefix 1 for
out of area phone numbers. You must also identify the type of number:
extension, phone number, or pager. You don’t need to enter the trunk or
route access trunk or route access code as part of the number.
The destination number cannot be a virtual extension or workgroup pilot
extension. Also, please see “About Outcalls to Cellular or PCS Phone
Numbers” on page26.
If the system is unable to reach you for Message Notification or Reminder
Calls, it will play “Attempts to reach you earlier were unsuccessful” the
next time you login to AltiMail. Also, the system cannot reach you at an
outside location if there are no trunk lines available when the system
attempts to make the call.
To Set Message Notification
After pressing 4 at the Main Menu to hear the Personal Options
menu…press 3 to hear the Message Notification options, then press…
•
1 to enable notification for urgent messages only
•
2 to enable notification for all messages
•
3 to disable message notification
•
4 to set or change notification phone number, pager number or
extension.
•
5 to set a notification schedule, and then select one of the following options:
— 1 to activate notification at all times
— 2 to activate notification during off hours
— 3 to setup your own notification schedule.
AltiMail will prompt you for the activate and deactivate times. If
the hour digit is “1” in the case of one o’clock for example, press #
30
AltiServ User Guide
Personal Options
after the entry. Always enter two digits for minutes. AltiMail will
only accept 10 minute intervals such as 10:10 or 10:20 and not
10:15.
Using Reminder Calls
You can nudge your memory about important meetings, calls, or other
events by setting up a Reminder Call. AltiMail will ring you and play back
your pre-recorded message at a specified time and date, to a specified
delivery phone number. For example, you can have AltiMail call you at
home tonight to remind you to bring a file to work the next morning!
To Set Up a Reminder Call
After pressing 4 at the Main Menu to hear the Personal Options menu, press
4 again to hear the Reminder Call options, then…
1.
2.
Press 2.
At the prompts, set the time and date for the call
If the hour digit is “1”, press # after the entry. Always enter two digits for
minutes. AltiMail will only accept 10 minute intervals such as 10:10 or 10:20
and not 10:15.
3.
Record the reminder message, then press #.
4.
Select one of the following:
— 1 to deliver the reminder to your extension
— 2 to deliver the reminder to the outcall number or delivery phone
number designated in Message Notification. If you want to change
this number, you need to separately
5.
Press # to confirm the message delivery.
Reviewing Scheduled Reminder Calls
If a scheduled reminder call has not been delivered, there is an additional
option on the Reminder Call menu: you can press 1 to review scheduled
reminder calls.
AltiServ User Guide
31
Voice Mail
The delivery number used by Reminder Call is the same as the
one used by the Message Notification function. If you want to
use a different number than the one set in Message
Notification, open the Message Notification options by pressing 3 on the
Personal Options menu, then press 4 to set or change the delivery number.
Also, please see “About the Delivery Number” on pa ge30.
Using AltiMail Voice Messaging
Call Forwarding
You can configure Call Forwarding from your phone or from a remote
locations by dialing into AltiMail and following the steps listed here:
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. Also, please see “About Outcalls to Cellular or PCS Phone
Numbers” on page26.
To Set Up Call Forwarding
After pressing 4 at the Main Menu to hear the Personal Options menu, press
5 to set up call forwarding, then…
1.
Enter the destination number.
If it is an external number, begin with the outside trunk or route access
digit and any long distance prefix digits such as 1 and area code.
2.
Right after entering the destination number, press #.
3.
This forwards all to forward all calls. destination number until you
login and select the call forwarding option again and disable it.
Feature Tips
Each time you login to AltiMail, you hear a Feature Tip—helpful tips and
reminders about the most useful AltiServ features. There are a total of
eleven tips and a different tip is played each time you access AltiMail.
Another way to listen to Feature Tips is by pressing #55 on your telephone.
You can listen to just one tip at a time or listen to all the tips at once.
To turn this feature off, press 6 at the Personal Options menu. This is a
toggle feature, so that if the feature is turned off, pressing 6 at the Personal
Options menu will turn it back on again.
Using Distribution Lists
Working with distribution lists is a set of features available in
AltiView 4.0 or higher, but not earlier versions.
Distribution lists provide a way to use a single destination
number to send messages to a group of people. You can send or forward a
message to a list just as you would to an extension. When you send a
message to a list, it is sent to everyone on the list.
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AltiServ User Guide
Personal Options
You can create up to distribution100 lists, and each list can have up to 64
entries. An entry can be an extension of any kind, including virtual or
workgroup pilots, or another distribution list, so in effect there is no
practical limit to the number of people to which you can send a single
message.
When you create lists at your station, they are your personal distribution
lists—every extension can have its own lists. There may also be system
distribution lists created by your system administrators.
Creating a Distribution List
After pressing 4 at the Main Menu to hear the Personal Options menu, press
7 to access the Distribution Lists menu, then…
Press 1 to Add a distribution list.
2.
When prompted, enter a 2-digit number to identify the list.
3.
When prompted, enter the list members, which can be one of the
following forms:
Voice Mail
1.
• Extension numbers.
• 01, followed by a System Distribution List number.
• 02, followed by a Personal Distribution List number.
4.
The system reads back the entry to you, and you press # to save or * to
cancel the entry.
5.
Repeat the previous two steps until you’ve added all the list members.
Editing a Distribution List
To add or remove list members, after pressing 4 at the Main Menu to hear
the Personal Options menu, press 7 to access the Distribution Lists menu,
then…
1.
Press 3 to Modify a distribution list.
2.
When prompted, enter a 2-digit number to identify the list.
3.
When prompted, do one of the following:
• To add members, press 1, then follow steps 3 in the immediately
preceding procedure, “Creating a Distribution List”.
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Using AltiMail Voice Messaging
• To delete members, press 2. When prompted, enter the member
number you want to delete. For extensions, enter the extension
number. Use 01 or 02, followed by the list number, to specify
system or personal distribution lists, respectively.
4.
The system reads back the entry to you, and you press # to save or * to
cancel the action.
5.
If you just added a member, you’re prompted to add another. If you
just deleted a member, you’re asked if you want to delete another.
Deleting a Distribution List
After pressing 4 at the Main Menu to hear the Personal Options menu, press
7 to access the Distribution Lists menu, then…
1.
Press 2 to Delete a distribution list.
2.
When prompted, enter a 2-digit number to identify the list.
3.
The system reads back the entry to you, and you press # to confirm the
deletion or * to cancel.
Reviewing a Distribution List
To hear a report of list members. After pressing 4 at the Main Menu to hear
the Personal Options menu, press 7 to access the Distribution Lists menu,
then…
1.
Press 4 to Review a distribution list.
2.
When prompted, enter a 2-digit number to identify the list.
3.
The system reports the list members one by one.
Enable/Disable IP Extension
This option is available only if your extension is set up to be an IP extension
in the AltiWare Administrator, in which case pressing 8 on the Personal
Options menu is a toggle that turns on or off the IP extension status.
Dynamic Messaging
AltiServ provides special Dynamic Messaging features to provide support
for business travelers who need these remotely enabled functions.
The Zoomerang feature enables you to return a call with the push of one
button while you are in AltiMail. Private Messaging provides a way to
leave a private message for callers who are difficult to reach.
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AltiServ User Guide
Dynamic Messaging
Zoomerang
Zoomerang feature enables the user to listen to messages in AltiMail, make
calls to the parties who left the messages, and then return to AltiMail (like
a boomerang). This feature can allow a traveler to return calls for all
messages with one call into AltiMail from a cellular phone, for example.
How it Works, with and without Caller ID
If the caller ID was not captured, the user can enter the number manually.
If it is an external number, be sure to dial the outside line access digit and
any long distance prefix digits such as 1 and area code. Also, please see
“About Outcalls to Cellular or PCS Phone Numbers” on page26.
Zoomerang is configured for each user; check your access with your
AltiServ system administrator.
To use Zoomerang:
1.
After or while listening to a new or saved message, press 5 to call the
sender of the message.
The system places the call if the Caller ID number is available.
2.
If the Caller ID is not available, you can manually enter the number.
3.
Press *** to disconnect from the call and return to AltiMail.
The Caller’s Options
After leaving a message, the caller can simply hang up or press # for the
following options.
•
* to re-record the message
•
1 to specify delivery options
•
2 to attach a call back number
(If the callback number is outside of your outcall accessibility, the
system cannot return the call. Please check with your System Administrator for your toll restrictions.)
•
# to send the message
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35
Voice Mail
When you make a Zoomerang callback, the system automatically makes
the call to the number captured by Caller ID. The Caller ID information is
captured for all internal users and for external callers who have a publicly
listed, unblocked number or who have entered their callback number in the
delivery options menu after leaving the message (see “The Caller’s
Options” on page 35).
Using AltiMail Voice Messaging
After pressing 2, the caller is asked to leave a call back number beginning
with the area code. To notify your callers of this option, you may want to
mention the option to leave a call back number in your personal greeting.
If the caller’s number is a publicly listed number, there is no need to enter
their callback number since AltiServ automatically captures their caller ID
information.
Private Messaging
You have the ability to leave a private, detailed message in AltiMail for a
caller in case you are not at your desk or in the office to take the call. This
feature is perfect for those who are difficult to reach and want to leave
information for callers to pick up. When you leave a private message, the
system asks callers to enter the letters of their names (last name followed
by first name) to check if they have a private message.
You can have up to five private messages at one time, so you should delete
messages that have been heard.
To Leave A Private Message
At the Main Menu, press 5 to access the Private Messaging menu and then
proceed as follows:
1.
2 to record a new message
2.
At the tone, record message and press #
3.
Using the number pad, enter recipient’s last name followed by the first
name. Use 1 for “Q” and “Z”.
4.
When you have finished, press #.
To Check Message Status or Delete Messages
To check the status of private messages that have been recorded, at the
Main Menu, press 5 to access the Private Messaging menu, then press 1.
AltiServ reports the following:
•
The time and date the message was recorded
•
The recipient
•
Whether the message has been heard
•
A replay of the message
•
A prompt for you to press 1 to keep the message or 2 to delete it.
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AltiServ User Guide
AltiMail Mixed-Media Messaging
AltiMail Mixed-Media Messaging
AltiMail can send and receive communications not only in voice mail but
email. AltiMail combines different forms of messages into a “package”
called a Mixed-Media message. You can save time and money by sending
Mixed-Media messages over the Internet to anyone throughout the world
with an Internet address, toll free.
Since all messages (voice mail, e-mail or Mixed-Media messages) go into
the same AltiMail mailbox, you need only to check one location for all
messages with your multimedia computer.
Accessing AltiMail Mixed-Media Messages
In order to access your AltiMail either in the office or remotely via the
Internet, you must configure your e-mail client application (e.g. Netscape
Navigator 2.0 and beyond, Eudora, etc.) to recognize your AltiWare server.
Please consult the configuration manual that comes with your e-mail client
application.
1.
Go to the mail server configuration section and enter your AltiWare
server’s name or IP address in both SMTP and POP3 server fields (in
some cases, this may be the same field).
2.
Go to the user configuration section and enter your name, user name,
e-mail address, and the reply-to address (usually the same as your email address). The e-mail address is usually your name appended with
“@your.domain.name”. Please see your System Administrator for
your organization’s domain name.
3.
Click or select the Get Mail option. Some e-mail client applications
may provide a field to cache your e-mail password for the current
session so that you don’t have to enter your password every time you
click Get Mail. Be sure to enter your e-mail password when prompted.
Retrieving Messages
To retrieve messages using your multi-media computer,
1.
Configure your e-mail application (see “Accessing AltiMail” above).
2.
Click on the “Get Mail” icon.
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37
Voice Mail
When away from the office, access Mixed-Media messaging from
anywhere using an access line from an Internet provider to download all
unretrieved Mixed-Media messages from the AltiMail Post Office.
Using AltiMail Voice Messaging
3.
All new messages, whether read or unread, are stored in the Inbox
folder. Click on the Inbox folder.
4.
Individual messages should appear on the right side of the window.
Click on a message to read/listen to it.
5.
To listen to an audio attachment in an e-mail, click on the attachment
to hear the message through the computer speaker. If you do not want
others around you to hear the message from your computer, you may
listen to the audio portion of the message over the handset of your
telephone by pressing 8 at the Main Menu of AltiWare. Refer to page
page 23 for more detailed instructions on listening to messages over
the phone.
Voice mail messages also appear as Mixed-Media messages
in the “Inbox” folder. Open it and click on the audio
attachment to listen to the message.
Composing and Sending Messages
To compose a new message,
1.
Click or select the “To: Mail” option and enter your recipient’s e-mail
address.
2.
Type the text portion of the message (optional).
3.
Send an audio attachment with or without a text message by lifting the
handset off-hook and dialing # 0.
4.
As instructed by AltiMail, press 2 to record a new audio attachment.
5.
After you have finished, press # and either hang up or press 1 to listen
to, 2 to re-record or 3 to delete the audio attachment.
6.
Click the “Send” icon when finished. AltiMail will attach the voice
annotation to the e-mail when it is sent.
An audio attachment is seen only at the receiving end and does
not appear as an attachment on the e-mail message composed
by the sender. You may carbon copy (CC:) the message to
yourself to verify that the audio attachment has been attached
and sent successfully.
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AltiServ User Guide
Logging In
CHAPTER 3
Using AltiReach
AltiReach is a Web-based management tool that provides the ability to
handle AltiServ calls options such as call handling, speed dialing, One
Number Access, CallView, and Message Notification using a standard
Web browser. It provides an easy-to-use interface and is accessible from
any location that has an Internet connection.
Logging In
Users can access AltiReach Call Management by using any popular
browser. To use the CallView function, the browser must be Java capable.
To access and log in to AltiReach:
Obtain your organization’s AltiReach URL address from the system
administrator. It will be in the form http://[servername]/altireach
or http://www.[YourDomain.com]/altireach
2.
Open a web browser and go to the AltiReach URL address, where you
login by entering your first and last name, extension, and password.
Figure 1.
AltiReach Login page
AltiServ User Guide
39
Web Functions
1.
Using AltiReach
The Main Menu
After login, you come to the main menu, which provides access to the
following functions.:
•
Call management
•
Station speed dialing
•
CallView — a view of extension activity
•
One Number Access
•
Message notification
Figure 2.
AltiReach Main Menu
The remainder of this chapter describes these functions.
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AltiServ User Guide
Setting Call Management
Setting Call Management
The Call Management page provides for setting up incoming call handling.
The example page shown here is for version 4.0 and contains displays that
are not available in version 3.5. The differences are explained in the
discussion that follows.
Web Functions
Figure 3.
Call Management Setup page, Version 4.0 only.
Forwarding All Calls
If you want to forward calls to an external number, begin with the outside
trunk or route access digit and any long distance prefix digits such as 1 and
area code.
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Using AltiReach
If you want to use One Number Access, see page 49.
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.
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 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 status.
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.
Using the Auto Attendant option for Busy Calls or No
Answers is available in AltiWare 4.0 or higher.
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.
Forwarding Email
Setting up email forwarding is available in version 4.0 or
higher.
You can forward email by first selecting the Enable Mail
Forwarding check box, then selecting the Forward Email check box and
typing in the email address to which to forward the mail.
Also, choose whether you want the original address’s mail to be deleted,
treated as new, or treated as read and saved mail after it is forwarded.
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AltiServ User Guide
Speed Dial Setup
Speed Dial Setup
The Speed Dial Setup page, access by clicking Station Speed on the main
menu, allows you to set up to 20 station speed dial numbers. 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, as
described on page 19.
Web Functions
Figure 4.
Speed Dial Setup page
CallView
CallView is a graphical user interface (GUI) that displays the status of all
AltiServ users’ extensions and provides the functionality of a “personal
console” without having to install or use TAPI.
You must use a Java-capable Web browser to use CallView. Also, you
must have the system administrator enable Multiple Call Waiting for your
extension to be able to handle more than one call at a time.
If you’re logging in to AltiReach to use CallView from a workgroup
extension, see “Workgroup View” on page 46.
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43
Using AltiReach
Figure 5.
AltiReach CallView page
The call log box at the top shows the extension or phone number ( Caller
ID) of incoming calls, the name if available, and the time and date of each
call. The green Message indicator turns red when there are messages in the
user’s mailbox.
Up to 30 call entries are displayed. This “call log” information is cleared
when AltiReach is closed.
Using CallView to Make or Receive Calls
•
Answer a call - simply pickup the handset or click the FLASH button
if your phone is on Dial Tone Mute Mode (#82) with the speaker phone
turned on.
•
Dial an extension - with the handset off-hook, click any extension
number in the page and press the Dial Ext. button to automatically dial
that extension.
•
Placing a call on hold - while connected to a call, click one of the four
Hold buttons. The Hold button becomes a Retrieve button. You can
place up to four calls on hold at the same time.
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AltiServ User Guide
CallView
•
Take a call off hold—Click the Retrieve button to be reconnected
with the call. The Retrieve button changes to a Hold button.
•
Transfer a Call - while connected to a call, click the extension to
which you want to transfer the call, then click Transfer.
•
Transfer a Call to Voice Mail - while connected to a call, select the
extension to which you want to send the call, then click Voice Mail.
The call is directed to voice mail box for the selected extension.
•
Setting up Consultation Transfer:
1. While connected to a call, select the extension of the person with
whom you want to consult.
2. Click Consultation to connect to the extension.
3. Click FLASH to re-connect to the caller.
Call Pickup - with the handset off-hook, click an extension that has a
ringing call. Then click the Pickup button to pick up that ringing call
at that extension. This is the same as dialing #29 <extension> on the
handset to pick up a call.
•
Using the Release button - click the Release button to disconnect an
active call.
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45
Web Functions
•
Using AltiReach
Workgroup View
If you login to AltiReach using a workgroup pilot extension number, the
CallView page displays WorkgroupView which can be used to monitor a
workgroup in ways that are not possible without AltiReach.
The WorkgroupView page is a monitoring interface only. It is used to view
call activity, monitor workgroup member activities, and act as a message
waiting indicator.
Figure 6.
AltiReach WorkgroupView page
The three rows below the title line are the message waiting indicators. They
indicate the number and type of messages contained in the workgroup’s
mailbox.
The first row shows two buttons that display in red when there are New or
Archived (saved) messages.
The second and third lines show the type of New and Saved messages—
Voice and Mixed-Media (E-mail)—and how many messages there are in
each category.
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AltiServ User Guide
CallView
The other boxes show the number of calls in queue, the caller IDs if
available, and the number of abandoned calls—calls that have left the
queue.
At the bottom you see an Update Frequency slide. You can drag the
indicator to set the frequency at which to refresh the page data.
The member information box shows a list of workgroup members, and for
each member shows the following information:
Member - shows the extension number of the workgroup member. If
a member has logged out of the workgroup, it indicates this by
showing “(out)” next to the member extension number.
•
Status - shows whether the member is on the phone (in-use) or not
(idle).
•
Num of Calls - shows the number of calls the member has taken
•
Ave Call Length - shows the average length of calls that come in
through the workgroup and are taken by a workgroup member.
Except for the message waiting indicators, the data on this page is cleared
and reset every morning at 3:00 AM.
AltiServ User Guide
47
Web Functions
•
Using AltiReach
Message Notification Setup
The Message Notification page allows you to set up how you’d like to be
alerted to new messages when you’re away from your desk. You can also
set up Message Notification through the AltiMail voice messaging system,
discussed under “Using Message Notification” on page 30 for more
information on this feature.
Figure 7.
Message Notification setup page
Use this page to set the following:
•
The types of messages on which 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.
•
Delay After Dialing—what delay the system should use in waiting
after dialing to deliver the message.
•
Schedule—during what hours you want to be alerted.
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AltiServ User Guide
One Number Access
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
To use ONA, it must be enabled in the AltiWare Administrator, and to use
ONA to forward to outside lines, that must also be enabled as an Extension
Configuration restriction in AltiAdmin.Check with your system
administrator if you have questions about these settings.
•
Enable ONA on the Call Management page of AltiReach by selecting
the Enable One Number Access box.
•
Make sure the Do Not Disturb is not enabled.
AltiServ User Guide
49
Web Functions
Before you use ONA, you need to make sure your call handling settings are
appropriate. Keep in mind that all system and extension call restrictions
apply for One Number Access. For example, if Do Not Disturb is enabled,
or if the line is busy, the call will be handled according to the extension’s
Busy Call Handling configuration.
Using AltiReach
Setting Up One Number Access
Figure 8.
One Number Access Setup top of page
After you set up the call handling options, click the One Number Access
button on the main page to open the One Number Access Setup page.
1.
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 a custom schedule you’ll set.
2.
Enable the Caller ID Verification 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 (5555555). 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.
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AltiServ User Guide
One Number Access
Web Functions
Figure 9.
One Number Access Setup bottom of page, version 4.0
3.
If you chose to use a custom schedule (Enable based on the following
schedule), you can set up to four different schedules in the Schedule
section. You can enable or disable each schedule.
4.
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.
In version 4.0, a drop down menu is provided just in front of the
number, such that the trunk access code can be selected rather than
entered into the number field.
In version 3.5, the forwarding number fields do not show a drop-down
list to choose the trunk access. The forwarding number must contain
the trunk access code along with the number.
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Using AltiReach
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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