Altigen Altiware Open Edition 4.0 Specifications

___________________
DEVELOPED BY SAYSON TECHNOLOGIES LTD.
AltiTouch Plus Installers Guide
Notice
While every effort has been made to ensure the accuracy, Sayson Technologies, Inc. will not be
liable for technical or editorial errors or omissions contained within this documentation. The
information contained in this document is subject to change without notice.
Trademarks
AltiGen, AltiWare, AltiMail, AltiServ, and AltiAdmin are registered trademarks of AltiGen
Communications. All other brand names, product names or company names mentioned are
trademarks or registered trademarks of their respective companies and are hereby acknowledged.
Copyright
The manual and the products described in it are copyrighted with all rights reserved. The AltiTouch
Plus software is furnished under a license agreement. Neither this documentation nor the software
described in it may be copied, photocopied, back-engineered, reproduced, translated, modified or
reduced to any electronic medium or machine-readable form, in whole or part, without the prior
written permission of Sayson Technologies, Ltd.
Copyright © 2002 Sayson Technologies Ltd.
All Rights Reserved.
Printed in Canada.
AltiTouch Plus Installer’s Guide
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Contents
Contents..............................................................................................................................................................iii
Warranty.............................................................................................................................................................. 1
Limited Warranty on Software: ........................................................................................................ 1
Warranty on Hardware:..................................................................................................................... 1
What the Warranty Covers: .............................................................................................................. 1
What the Warranty Does Not Cover................................................................................................. 1
Introduction ......................................................................................................................................................... 2
About This Guide:............................................................................................................................. 2
About The AltiTouch 390 Screen Phone:......................................................................................... 2
About The New AltiTouch Plus: ...................................................................................................... 2
About the Software: .......................................................................................................................... 2
System Requirements .......................................................................................................................................... 3
Software: ........................................................................................................................................... 3
Approved Hardware:......................................................................................................................... 3
Installation ........................................................................................................................................................... 4
Getting Started .................................................................................................................................. 4
Prior to Installation, please check the following:.......................................................................... 4
Installing The AltiTouch Plus Program: ....................................................................................... 4
AltiTouch Plus Registration.............................................................................................................. 5
AltiTouch Plus Set-Up...................................................................................................................... 6
Setting up Speed Dials for Directory Services ................................................................................. 7
Speed Dial Utility Program............................................................................................................... 8
Advanced Set-Up Configurations........................................................................................................................ 9
Monitor Activity ............................................................................................................................. 10
Monitor Ports .............................................................................................................................. 10
Parked Calls: ............................................................................................................................... 11
Advanced Configurations.................................................................................................................................. 12
AltiTouch Plus as an NT Service:................................................................................................... 12
AltiTouch Plus as an Application: .................................................................................................. 12
Diagnostics Tab .............................................................................................................................. 13
AltiWare Configuration for Intercom................................................................................................................ 14
Trouble Shooting............................................................................................................................................... 15
AltiTouch Plus Installer’s Guide
iii
Warranty
Warranty
Limited Warranty on Software:
Sayson Technologies, Ltd warrants that the Software will perform substantially in accordance
with the accompanying written materials for a period of sixty (60) days from the date of receipt.
Any implied warranties on the Software are limited to sixty (60) days. Some states/jurisdictions
do not allow limitations on duration of an implied warranty, so the above information may not
apply to you.
Warranty on Hardware:
There is a one (1) year warranty for any defective AltiTouch 390 or AltiTouch Plus phone from
the time of purchase. Return of product that is not authorized or deemed to be functioning
correctly, may be subject to a 20% restocking fee.
What the Warranty Covers:
1. Protects only the first end user purchases for the first year.
2. Product that is deemed to be defective or malfunctioning by Sayson Technologies. (See
"How to Return Defective Product" for more details).
3. Cost of repair for verified defective product.
4. Cost of shipping if, and only if, within the first thirty (30) days from time of purchase.
What the Warranty Does Not Cover
1. Product that is returned incomplete or without all its parts and original packaging and
manuals.
2. Product that has been damaged, or is malfunctioning due to:
a. Misuse, unauthorized modifications to the product or tampering of any kind.
b. Accidental causes such as damages relating to water, fire, lightning, power surges,
power outages or general neglect.
c. Product damaged during shipping.
d. Any attempted repairs by unauthorized persons.
e. Tampering to the service or software, including downloading any additional or
conflicting services or software that may affect the functioning of the product.
f. Failure to follow instructions.
g. The use of parts from other products such as power supplies that may not be
compliant with those products specifications.
h. Everyday wear and tear of that product, or any other cause not relating to a
product defect
AltiTouch Plus Installer’s Guide
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Introduction
Introduction
About This Guide:
Welcome to the AltiTouch Plus Installer’s Guide. This guide describes the functions and features
of the AltiTouch Plus program. It also explains how to install, configure, and use the software.
About The AltiTouch 390 Screen Phone:
The AltiTouch 390 has been custom programmed and certified for use with the AltiGen Phone
System. This gives you quick and easy access to many of the most common and powerful
AltiGen features. Because the AltiTouch 390 is State Sensitive (state meaning the Connected
State when off-hook, and Idle State when on-hook), it displays only the relevant options you
would require for that particular state. The most commonly used features are more readily
accessible in first or second level menus. You can access these features or lower level menus by
pressing one of the 6 soft key buttons positioned around the phone’s large display.
About The New AltiTouch Plus:
The AltiTouch Plus is the same basic phone as the AltiTouch 390 with similar customization for
the AltiGen System. However, the AltiTouch Plus is an enhancement of the original AltiTouch
390 phone. Through the AltiTouch Plus software, the phone interacts with your AltiGen System
to give you Visual Voicemail, Screen Based System Park Pickup, Intercom, and the new
Directory Services (includes your System Speed Dials and Extension List). The AltiTouch Plus
software is the free server side software for the interactive services of AltiTouch Plus phones.
The AltiTouch Plus Graphical User Interface (GUI) allows you to control whether a user needs
to enter their AltiMail password every time they access their Visual Voicemail, or whether they
would prefer this removed for quicker access into their Visual Voicemail box. AltiTouch Plus
also gives you Intercom capability when AltiGen's 12 port PCI Analog Station Board (ALTITTAS-12) is installed.
About the Software:
The AltiTouch Plus program provides interactive services on the AltiTouch Plus phone. If this
software is not installed and running, then your AltiTouch Plus phone will not be able to use the
interactive features. Please see System Requirements for more details.
The AltiTouch Plus software is installed on the AltiGen telephony server and can run either as a
service or an application. The GUI allows you to monitor and configure the Interactive Services
for each user.
AltiTouch Plus Installer’s Guide
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System Requirements
System Requirements
Software:
•
AltiGen's AltiWare OE Rev. 4.0.3.0 or greater installed and running.
(For versions of AltiWare OE Rev. 4.0a that are prior to version 4.0.3.0, please contact
your AltiGen dealer or AltiGen Communications on how to upgrade to version 4.0.3.0.)
•
AltiTouch Plus software installed, registered and running on the AltiGen Server.
(AltiTouch Plus software is free, but must be registered to receive a free license number,
which is required in order to activate the program. For details, see section “AltiTouch
Plus Registration” on Page 5. )
•
AltiWare Administrator must have the "Loop Current Break Duration" under the "line
properties" button extended to 750ms in order to use the intercom feature. It must be
extended on extensions receiving and on extensions sending Intercom calls. For details,
see section “AltiWare Configuration for Intercom”, on page 14.
Approved Hardware:
•
AltiGen 12 port PCI Analog Station Board (ALTI-TTAS-12) requirements of the
AltiTouch Plus phone for the Intercom feature.
Also see requirements for AltiWare. Requirements for AltiWare 4.0 can be found in
AltiGen's AltiWare 4.0 Getting Started Manual.
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Installation
Installation
Getting Started
Prior to Installation, please check the following:
•
AltiWare OE Rev. 4.0a (4.0.3.0 or greater) is installed and running.
•
The installer is logged into the computer with local administrative rights
•
And for the intercom feature, AltiGen's 12 port PCI Analog Station Board (ALTI-TTAS12) has been installed and configured.
Installing The AltiTouch Plus Program:
The AltiTouch Plus program should be installed into the same drive as AltiWare.
1. Insert CD into the CD-ROM drive.
2. If the set-up program does not automatically play, double click on “setup.exe” on the
CD to run the set-up.
3. Follow the instructions on your screen.
4. AltiTouch Plus Server software MUST be installed in a directory whose path does not
have spaces in the name, therefore, do not install this in the program files directory.
5. Permissions – Please have your Network Administrator set the correct permissions for
the AltiTouch Plus to run as both an application and a service:
!
To run the software an application, the user account(s) that launch the application
must have Full Control permissions (full read/write control) to the application’s
directory (to the AltiTouch Plus folder).
!
To run the software as a service, the system account must have Full Control
permissions (full read/write control) to the application’s directory (to the
AltiTouch Plus folder).
AltiTouch Plus Installer’s Guide
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Installation
AltiTouch Plus Registration
When you first start the AltiTouch Plus server software, it will open the window shown below,
requesting the name of the company it is registered to, the email address you entered when
registering, and the registration number that was emailed back to you. To register your AltiTouch
Plus server software, go to http://www.sayson.com/webpages/companyinfo.htm and fill in the
AltiTouch Plus registration form. Please make sure you follow the instructions and fill in the
required fields correctly, before submitting the form. You will be e-mailed back a registration
number to the e-mail address you provided in the form.
Once you have your registration information, go to the start menu and select the AltiTouch Plus
program. When the registration screen appears, fill in the company name it is now registered to,
the e-mail address you provided upon registration, and the Registration Number, and then press
the “OK” button. If an error occurs, check to make sure no spaces have been added before or
after the information in any of the fields. Also check that the correct case (upper or lower) has
been entered.
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Installation
AltiTouch Plus Set-Up
1. Go to the start menu and select the AltiTouch Plus program.
2. Go to the Setup tab.
3. In the Setup Tab, beside “AltiGen TCP/IP:” enter the TCP/IP address or name of the AltiGen
Server.
4. Beside “Area Code:” enter in your local 3-digit area code.
5. Beside “Trunk Predial:” enter in the Trunk pre-dial used to dial out to get an outside line
(usually 9).
6. The “Show Sort Options for Extension List” check box enables the sort options on the phone
when the user is accessing the Extension List (“ExtList” soft key) of the new interactive
Directory Services. If this is checked, users will have the option to sort by Last Name, First
Name or Extension Number every time they access the Extension List. If this is unchecked,
the Extension List will automatically sort by extension number.
7. Press the “Save” button to save configuration. Important: you must save configuration before
connecting.
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Installation
8. Press the "Connect” button and go to the Monitor Activity Tab. If it has connected
successfully, you should see a list of extensions (This could take up to 20 – 30 seconds,
depending on the size of the phone system). To connect or disconnect from the AltiGen
manually, press the “Connect” or “Disconnect” buttons.
9. Under the Setup Tab, check the “Automatically Connect when program is started” checkbox
to connect to the AltiGen automatically whenever the program was started.
When making changes to the Set-up configuration, please be sure to press the “Disconnect”
button before making the changes, then press “Save” and “Connect to save your changes and
reconnect.
Setting up Speed Dials for Directory Services
The speed dials used in Directory Services are your AltiGen System Speed dials. These are set
up in AltiWare under System Configuration on the System Speed tab.
Since AltiWare does not log the description or name associated with speed dial numbers, the
AltiTouch Plus Administrator software includes a utility program for this. To access this, go to
the start menu, then “Programs” and under the “AltiTouch Plus” group you will find “Speed
Dials”. Click on this to open the Speed Dial Utility program.
AltiTouch Plus Installer’s Guide
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Installation
Speed Dial Utility Program
The Speed Dial utility program saves names or descriptions associated with the speed dial
numbers listed in AltiWare’s Speed Dial list (see previous page for details). This is so that when
the user accesses the system speed dials through the phone, the speed dial ID and description is
displayed on the phone’s screen. The “Speed Dial ID” number in the utility program corresponds
to the “Station ID” number in AltiWare. For example, Speed Dial ID 1, “Banking Services” in
the AltiTouch Plus Speed Dial List corresponds to Station ID 01, “915557604200” in AltiWare’s
System Speed Dial list (shown on the previous page). When entering descriptions, make sure the
description corresponds to the correct phone number in AltiWare.
The above Speed Dial list can be sorted by description or by speed dial number. To add a
description, click inside the Description column next to the Speed Dial ID number and type in a
description. The description must be less than 19 characters. To remove a description, simply
select the text and press “delete”. You will need to save changes after any changes are made. If
the speed dial list is sorted by description, you will not be able to save. The speed dial list must
be sorted by speed dial number in order to save changes.
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Advanced Set-Up Configurations
Advanced Set-Up Configurations
In the Setup Tab, you can view and adjust additional configurations by clicking the “Show
Advanced Settings” check box. Adjustments to these settings are Global changes that will affect
all using the AltiTouch Plus in this system.
•
Do not adjust the “Location of Sound Files on AltiGen:” setting, nor the “Make Sound Files
in” setting, unless advised to by an AltiGen or Sayson Tech Support Representative.
•
The “Stop attempting to connect to the AltiGen after __ min(s)” setting allows you to adjust
the length of time the AltiTouch Plus software will attempt to connect to the AltiGen system
before timing out. The default length of time is set to 3 minutes.
•
The “Hang up phone automatically after__ min(s) of no activity” is a security setting that
allows you to adjust the length of time allowed for an AltiTouch Plus phone to remain in
either the Visual Voicemail (VMail+) or the Screen Based System Park Pickup (SysPark+).
•
“The lines number on the screen of the 390 phone: ” setting allows you to choose the number
of lines displayed on the screen of the 390 phone when displaying lists of information, such
as in Visual Voicemail, or the new, interactive Directory Services (DirSrv+). The number of
lines of information displayed on the screen will affect the time it takes to display each page.
Maximum number of lines displayed per page is 13.
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Advanced Set-Up Configurations
Monitor Activity
Press the Monitor Activity Tab to access the “Monitor Ports:” and “Parked Calls:” activity. The
administrator can adjust the “Get Passcode” and “Sorted by” fields here for individual users.
Monitor Ports
•
•
•
•
•
The “Port” column refers to the AltiGen Port Number.
The “Ext” column refers to the extension number (only shows extensions that have been
logged into).
The “Description” column refers to the name of extension user.
The “Status” column shows what screen in the Interactive Service a user is accessing:
“Password”, “New Messages”, “Saved Messages”, “Dialing Menu”, and “Park Pickup”.
The “Get Passcode” column allows the administrator to adjust whether a particular user’s
Visual Voicemail is password protected with their AltiMail password. If this is checked, their
password will be required when accessing their Visual Voicemail. If it is unchecked, the user
goes directly to the new messages screen. Select or deselect by double clicking in the row
corresponding to the specific user, under the “Get Passcode” column.
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Advanced Set-Up Configurations
•
The “Sorted by” column allows the administrator to adjust the order in which voicemail
messages appear to a particular user when accessing Visual Voicemail: “Oldest” meaning
oldest messages displayed first, or “Newest” meaning newest messages displayed first.
Parked Calls:
•
•
•
•
•
•
The “No.” column refers to the System Call Park Location Number of a parked call.
The “Caller ID” column displays the *Caller ID number of the system parked call.
The “Caller Name” column displays the *Enhanced Caller ID name of the parked call.
The “Time” column refers to the time at which the call was System Parked.
The “Parked By” column refers to the extension number and the first few letters of the name
of the person who parked the call.
The “Port” column refers to the AltiGen Port Number.
For any changes made on this tab, you must press the “Save” button for these changes to take
affect.
If you are running this as a service you will need to stop the service and run this as an application
in order to access the Graphical User Interface (GUI) to administer it. Stopping the service will
temporarily disrupt Screen Based System Park Pickup (SysPark+), Visual Voicemail (VMail+),
and Directory Services (DirSrv+) features. However, the Intercom (Intrcom) feature will
function regardless.
* Full functionality of some features assumes availability and customer subscription to service provider offerings.
AltiTouch Plus Installer’s Guide
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Advanced Configurations
Advanced Configurations
AltiTouch Plus as an NT Service:
This section assumes you are familiar with Windows NT services. To run AltiTouch Plus
software as a service, you need to:
1. Make sure AltiTouch Plus is properly configured to run as an application.
2. In the Setup tab, make sure the “Stop attempting to connect to the AltiGen after __
min(s)” is set to a delay long enough for the AltiWare service to start.
3. Check the box “automatically connect when program is started” in the Setup tab
4. Click the button “Install Service”
5. Close the application
6. Open the services panel from your control panel
7. Look for the AltiTouch Plus service and start it
Make sure the application is running by dialing #9401. If it’s running properly, you will be
greeted with the password screen for your voicemail.
AltiTouch Plus as an Application:
At some point, you may want to change the settings in the AltiTouch Plus server software. The
GUI (Graphical User Interface) is not available while it is running as a service, so you will have
to run it as an application. However, you cannot run it as an application while it is running as a
service. To run the AltiTouch Plus server software as an application after it has been running as a
service, you need to:
1. Open the services panel from your control panel
2. Look for the AltiTouch Plus service and stop it
Please note, that the AltiTouch Plus features will not be available, with the exception of
Intercom, during this time.
3. Start the application by selecting it from the Programs list under the Start Menu
4. After making the required changes, please remember to press the “Save” button
5. Then to restart the service, close the application, open the services panel from your
control panel and look for the AltiTouch Plus service and start it
AltiTouch Plus Installer’s Guide
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Advanced Configurations
Diagnostics Tab
Your authorized AltiGen dealer or Sayson Tech support staff may ask you to access the
diagnostics tab when troubleshooting. Do not clear any of the data unless asked to do so. The
“Write all data to File” button writes data to 3 text files. You may be requested to do this and
send a copy by Tech Support staff. For the most part, this tab is not used.
In the Setup Tab, check the “Show Diagnostics Tab” check box and press the Diagnostics Tab to
get to the Diagnostics screen
AltiTouch Plus Installer’s Guide
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Advanced Configurations for Intercom
AltiWare Configuration for Intercom
In order to use the intercom feature, you will need to reconfigure extensions that will be using
the intercom feature to receive an intercom call. To do this, follow the instructions below:
1.
2.
3.
4.
5.
6.
Go to AltiWare Administrator.
Double click on an extension to get the Extension Configuration.
Under the “General” tab, select the “Line Properties” button.
Extend the “Loop Current Break Duration” time to 750ms.
Select “Apply to..” to apply this to more than one extension at a time.
Press “OK” when done.
Please note that due to the 750ms disconnect time, the phone will not remain on speakerphone if
you are using #81 mode. Also, if you move extensions to different ports from AltiWare Admin,
you need to restart AltiTouch Plus. However, you do not need to restart when logging in or out
of an extension by using the phone.
AltiTouch Plus Installer’s Guide
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Trouble Shooting
Trouble Shooting
When I try to access any Interactive Services (Vmail+, SysPrk+, DirSrv+), none of them
work and I get the following message on the screen of my phone:
“The service has not
started. Please try
after a moment”
The AltiTouch Plus server software will not start up until AltiWare has finished starting up.
Check services to make sure AltiWare has successfully started. It may take a few minutes after
AltiWare starts up for the AltiTouch Plus server software to also start up.
I am not able to save changes in the AltiTouch Plus Speed Dial Utility Program after
entering new Speed Dial Descriptions.
The speed dial list must be sorted by Speed Dial ID number and not by Description in order to
save any changes made.
How do I remove the AltiTouch Plus service?
To remove the service, first stop the service, then run the application and press the "Uninstall
Service" button.
Does the AltiTouch Plus 390 telephone permit an intercom call while person is on the
telephone?
No. The AltiTouch Plus phone can receive an intercom call when the callee is not on the phone.
The phone will automatically connect and go into speakerphone mode when an intercom call is
made to that phone. If the callee is on the phone, the caller will receive a message that this
extension is busy, and to please try again later, or that the person at this extension is on the phone
and will be with you as soon as possible. The caller should hang-up and try again later.
What happens if my AltiTouch Plus is not connected to a 12 port PCI Analog Station
Board?
All the AltiTouch Plus features will work with the exception that the extension cannot be a
recipient of an intercom. If the phone is sent an intercom it will respond like a normal call
ringing and then going to voicemail if not answered.
AltiTouch Plus Installer’s Guide
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Trouble Shooting
How can I increase the volume on the AltiTouch phone?
Using the volume keys located under the dial pad buttons when on the phone will allow you to
adjust the volume for that call. However, the volume will go back to its default after hanging up.
If the volume is consistently too low or too high, adjust the gain for the volume under the
AltiWare Administrator; see your AltiWare Administrator Guide for details.
When I am viewing System Parked Calls under the SysPark+ button, the screen doesn’t
update when a new call is parked or picked up by someone else.
In order to see an update on calls that have been system parked on the system, select the
“Refresh” soft key prior to making your selection.
When I press the VMail+ option, I get a fast busy tone and my screen goes blank before the
password screen (if password enabled).
Please make sure that the correct permissions have been set. Check that the system account for
the service has full control of the program folder. To run AltiTouch Plus as a service, the system
account should have "Full Control" permission for the application directory. To run AltiTouch
Plus as an application, the user account that launches it should have "Full Control" over the
AltiTouch Plus application folder.
I cannot access my voicemail through the VMail+ (Voicemail Plus) soft key, but instead get
a warning message.
The VMail+ has a limit of 199 voicemail messages that it can display in either the New or Saved
voicemail box. If the number of voicemails exceeds this number when attempting to access
VMail+, the phone will display the message:
“Warning! You have
more than 200 msgs.
Please press quit &
use regular vmail to
delete some msgs”.
Press the “Goodbye” button or hang up to exit this screen. Voicemail messages can still be
accessed using the “Regular” voicemail soft key, which is found in the Idle State menu screen
within the “VMail” soft key. When you have less than 200 voicemail messages stored, you will
be able to access them again through the “VMail+” soft key.
AltiTouch Plus Installer’s Guide
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Trouble Shooting
When accessing my voicemail through VMail+, I enter my password but I cannot access
my voicemail messages on screen.
If you have moved an extension using AltiWare Admin to a different port, you will need to
restart AltiTouch Plus in order for it to track this change. This is not required when logging out
and logging into an extension through the phone itself. If this isn’t the case, make sure that the
AltiGen VM Service is running.
When pressing the VMail+ or the SysPark+ soft keys, the screen displays no information
except “Connected to: Unknown name #9401” or “…#9402”.
Check to see that the AltiTouch Plus software on your AltiGen server is running. If it is, and
under the Monitor Activity Tab of AltiTouch Plus, it shows users accessing “New Messages”
under “Monitor Ports:” and shows calls parked under “Parked Calls:” then check to see that the
AltiTouch Plus has been installed in a directory whose path does not contain spaces in the name;
for example, do not install it in the program files directory.
Technical Support:
For assistance with set up and configuration of AltiTouch Plus Administrator, please contact
your local AltiGen dealer or call 604-730-1842.
AltiTouch Plus Installer’s Guide
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 Sayson Technologies Ltd.
1690 West Broadway, Vancouver, B.C., Canada
Phone 604.730.1842 • Fax 604.732.8726
www.sayson.com