AltiGen comm AltiServ TM 4.5 manual

Shaping the Future of Converged Communications AltiSer v TM 4.5 0 2-4.5 www .altigen.com V oic e Internet Data User Guide[...]

AltiServ™ for AltiWare Open Ed ition (OE) Release 4.5 User Guide Revise d 02/2002 4 003-0002- 4.5[...]

WARNING! Toll fraud is committed when individuals unlawfully gain access to customer telecommunication systems. This is a criminal offense. Currently, we do not kn ow of any telecommunications system that is immune to this type of criminal activity. AltiG en Communications, Inc. will not accept liability for any damages, including long distance cha[...]

AltiServ U s er Guide 1 Contents P h o n eF e a t u r eC o d e s ............ .............. ...... 1 A l t i G e nV o i c eM a i lS y s t e mQ u i c kF e a t u r e s ........ ........1 M a k i n g C a l l s .............. ........ ........... ........1 A n s w e r i n gC a l l s.............. ........ ........... .....1 C a l lM a n a g e m e n t [...]

2 AltiServ User Guide A l t i G e nV o i c eM a i lS y s t e mQ u i c kF e a t u r e s ....... ........ 1 8 M a k i n g C a l l s ......... ........ ........... ........... 1 8 C a l lM a n a g e m e n t...... ........ ........... ........... 2 0 W o r k g r o u pF e a t u r e s ....... ........ ........... ........ 2 1 W o r k g r o u pS u p e r v[...]

AltiServ U s er Guide 3 P r i v a t eM e s s a g i n g .......... ........... ........... ....4 0 AltiGen Voice Mail System Mixed-Media Messaging . . . . . . . . . 41 Accessing AltiGen Voice Mail System Mixed-Media Mes s ages 41 C HAPTER 3 U s i n gA l t i R e a c h ............ ............. .......... 4 5 L o g g i n gI n ..... ............ .....[...]

4 AltiServ User Guide[...]

AltiServ U s er Guide 1 Phone Featur e Codes Phone Feature Codes # #< p w d > ........ ......... L o gi nt ov o i c e m a i la ty o u ro w n station # # #< e x t >< p w d > ........ ... L o gi nt ov o i c e m a i la ta n o t h e rs t a t i o n AltiGen Voice Mail System Quick Fea tures # 1 1........ ........ ...... G r e e t i n gM[...]

2 AltiServ User Guide # 2 6 ......... ......... ..... S t a t i o nL o gO u t # 2 7 ......... ......... ..... S t a t i o nL o gI n # 3 2< a c c tc o d e > ........... .. E n t e rA c c o u n tC o d e( b e f o r ed i a l i n g ) FLASH #32 <acct code> . . . . . . Enter Account Code (mid-call) # 3 1< a c c tc o d e > ........... .. [...]

AltiServ U s er Guide 3 Telephone Features C HAPTER 1 AltiServ Telephone Functions AltiServ provides a broad range of call-handling an d dialing features. For you to use the system mos t effectively, you might wan t to b rowse through this section and k eep it handy for future refer ence. Note: This guide refers to the FLASH button on the telephone[...]

4 AltiServ User Guide Putting a Call on Hold While connected to a call, do on e of the following: •P r e s s t h e FLASH button to play m usic on h old —if the system is configured to play music on hold—and do not hang u p . Ha ngi ng up will disconnect the call. To reconnect to the call, p ress the FLASH button again . •P r e s s t h e HOL[...]

AltiServ U s er Guide 5 Telephone Features 3. Once you place the handset back o n-hook, the tru nk line also drops and Centrex completes the transfer. Transfe rring Calls in to the AltiGen Vo ice Mail Syste m To send an outside call into the AltiGen Mail Vo ice syst em, press FLASH #40 . Transferring Cal ls Directly to a User’s Voice Mailbox To t[...]

6 AltiServ User Guide On each Quantum board, the extensions assigned to the board can be involved in a maximum of 3 different conferences. For example, if extensio ns 101–110 are all on the same board, 101, 105, and 107 could be invo lve d in one con fer ence c all, w hile 10 4 and 108 w ere o n anot her, a nd 109 and 102 w ere on a third call. D[...]

AltiServ U s er Guide 7 Telephone Features • To park the call at another extens ion, press FLASH # 31 followed by the extension nu mber. For example, to park the call at ext. 4 87, pres s FLASH # 31487 . 2. T o pick up the par ked ca ll, pre ss #3 1 followed b y the extension number of the s tation where the call is parked. System Call Park and S[...]

8 AltiServ User Guide • Operator Call = three tones Multiple Call Wait ing This feature enables a “personal” q ueue that allows you to handle multiple incoming calls by letting callers wait in q ueu e until you answer the call. You can transfer or park calls before answering the next call in queue. Multiple Call W aiting must be enabled for y[...]

AltiServ U s er Guide 9 Telephone Features Account Codes The supervisor can create or as sign codes that will enable or force users to assign outgoin g calls to particular codes for b illing, tracking or forecasting purpo ses . When this option is enabled , after the user e nters outgoing call digits, the system will pro mpt the user for an account[...]

10 AltiServ Use r Guide Dialing a Remote AltiServ Calli ng a Remo te Ext ens ion Dir ectly ov er IP To call a remote extension directly over IP: 1. Dial the IP trunk acces s 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 Attenda nt or Operator If the rem[...]

AltiServ User Guide 11 Telephone Features Note: The remote Exten sion Length must be always be set to None for the remote syst em ent ry, if usi ng Hop Off Dialin g. Hop On Dia ling to a R emote Ext ension To hop onto a remote extension: 1. The incom ing call must come in over T1/ PRI or the CO to an extension. 2. The extension i s set up to forwar[...]

12 AltiServ Use r Guide Voice Ove r IP Trunk Call Support If your system is set up with Voice Over IP, you can use the fol lowing trunk-related AltiServ features during IP trunk call sessions. Supported Featur es The followin g features are supp orted while dialing through IP trun ks: • Incoming and Out going Trunk Calls —you must dial the IP t[...]

AltiServ User Guide 13 Telephone Features • Dial Last Caller —AltiServ will us e an IP trunk to d ial 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 loca[...]

14 AltiServ Use r Guide Remo te Locations IP Dialing Chart To use IP trunks to dial remote AltiServ locations, g enerally you need to know the IP trunk acce ss code, the remote location ID (the digit[s] yo u dial to reach the remote server) , and the remote extension yo u want. You can use the following chart to list the IDs and extension lengths f[...]

AltiServ User Guide 15 Telephone Features Using Feature Cod es The following sections describe additional telephone features used for call handling and manag ement. To use any of these features: 1. Lift the hands et off-hook and wait for the d ial tone. 2. Dial the keys indicated in the “Dial” column. 3. Follow the inst ructions in the “Des c[...]

16 AltiServ Use r Guide Answering Calls Feature D ial a Description Individ ual Cal l Pickup #29 <ext> Co nnects to the local set with extens ion <ext>. Note: For workg roup calls , only a workgro up agent can pi ck up the ca ll. Syst em Ca ll Pickup (any ringing pho ne) #30 Connects the c all of any ringin g phone to the local set. Not[...]

AltiServ User Guide 17 Telephone Features Hands F ree Intercom M ode #81 Allows you to receive interna l calls through the s p e a k e rp h o n ew i t h o u th a v i n gt op i c ku pt h e handset t o answer, a s the syste m will conne ct the call to you r phone automati cally within one ring . Outside calls, ho wever, will continue t o ring the pho[...]

18 AltiServ Use r Guide AltiGen Voice Mail System Q uick Features The following voice mess aging features are accessible in the same way as telephone features, without having to login to the AltiGen Voice Mail Syst em . Makin g Calls 1 Feature Dial Des cription Greeting M enu # 11 <pass- word> Follow t he system pr ompts t o chang e your gree[...]

AltiServ User Guide 19 Telephone Features 1 If you are unable to make c alls within certain area code s, check with your Sys- tem Administra tor for any toll restrictions p laced on codes and dia ling prefixes. Last Number Red ial #99 Saves a nd redi als the l ast number d iale d. a <ext> = extension num.; <nn> = 2-digit num.; <lo c.[...]

20 AltiServ Use r Guide Call Management Featur e Dial a a <ext> = extension num.; <nn> = 2-digit num.; <lo c.> locatio n num. ; <des tin atio n> = ext ens ion or co mple te ph one nu mber Description Statio n Log Out #26 <pass- word> Deactivat es or shuts off yo ur ext ension, f orward- ing all ca lls to voi ce mail. T[...]

AltiServ User Guide 21 Telephone Features Workgroup F eatures Workgroup Supervisor F eatures 2 Feature D ial a a <wkgp ext> = workgroup pi lot extension number . Descript ion Workgr oup Call Pickup #29 <wkg p ext> Pickup in coming calls for you r work- grou p and ig nore ot her c alls comi ng i nto the system . Outb ound Workg roup #53 [...]

22 AltiServ Use r Guide Other Featur es 2 These featu res require a Triton Re source Board and s ystem settings that allow monit oring and b arge -in. Feature Di al a a <nn> = 2-dig it num; <phone n umber> = extensi on or complete phone nu mber, including trunk or r oute access code Description Feature Status Check #22 Retrieve s an ann[...]

AltiServ User Guide 23 Telephone Features Operator Feature s This section is provided specifically for the designated Op erator. Depending on yo ur organ ization, this may be a single person or a number of peop le. Call Handling and the Auto Attendant If your s ystem uses the Auto At tendant, it can handl e and route in coming calls automatically w[...]

24 AltiServ Use r Guide Operator Off-line When the Operator Off-line feature is activated, all calls are directed to the Auto Attendant. When callers dial 0 i n the Aut o Attendant, th e system transf ers the call to the next ex tension in the wor kgroup if one i s configu red. If there is no operator exten sion available, the sys tem informs the c[...]

AltiServ User Guide 25 Voice M ail C HAPTER 2 Using the AltiGen Mail V oice Syst em This chapter describes the features and functions in the AltiGen Voice Mail System, the voice messaging subsystem of AltiServ. The A ltiGen Voice Mail System includes basic voice mail function s and more sophisticated features such as an interface with email . The A[...]

26 AltiServ Use r Guide To perform a normal login at your station: Press ## , followed by you r pa ssword . To login from another station or as a virtual extension: Press ### , f ollow ed b y you r extension num ber , followed by you r password . Remote Login For remote login from outside the office : Dial your co mpany phone nu mber and dur ing th[...]

AltiServ User Guide 27 Voice M ail About Passwo rds A valid password m ust be 4 to 8 digits in le ngth, and different from you r extension number. It can conta i n numbers or letters A- Z. The letters map to numbers as foll ows: Transfer to AltiGen Voice M ail System Featur e If the Auto Attendan t is not active when you want to login from a remote[...]

28 AltiServ Use r Guide If you leave a voicemail message and pres s # for delivery options and then #t os e n di t ,y o ua r eg i v e nt h eo p t i o nt or e t u r nt ot h eA u t oA t t e n d a n tt ot r y other e xte nsion s. AltiGen Voice Mail System Main Menu Options Once you’ve succes s fully logged into the Alt iGen Voice Mail System, you ar[...]

AltiServ User Guide 29 Voice M ail Disposing o f the Mes sages After or while lis tening to a new or saved messag e, you have th e following options . Press… • 1 to delete • 2 to replay •3 t o s a v e • 4 to forward a copy of the message with an introdu ction • 5 to call the sender This is the Zoomerang feature descri bed on page 39. Pr[...]

30 AltiServ Use r Guide cellular service provider does not confirm to standard ringback tones . To work around t his problem, instruct users to appen d a few commas ( , )t ot h e outcall (cellular) number wh en entering it. One comma provides a o ne second pause. Sending Mes sages To send a message: 1. At the Main Menu, press 3 . 2. Record your mes[...]

AltiServ User Guide 31 Voice M ail Maki ng a Call f rom withi n the AltiGen V oice Mai l System You can make a call, either to another user’s extension number or to an external phone number, u sing the AltiG en Voice M ail System. This can be useful, for example, when you’re calling in from a remote location and want to respond to mess ages and[...]

32 AltiServ Use r Guide Record your g reeting and press # when finished. Example: “Hi, this is Mary Smith. I am unable to answer your c all 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 pres s # when finished. • 3 to select which greeting t[...]

AltiServ User Guide 33 Voice M ail To change your passwor d, after pressing 4 at the Main Menu to hear the Personal O ption s … 1. Pr ess 2 for the Pa sswor d op tions 2. Pr ess 1 to change the password 3. Enter a n ew password. See “Ab out Passwords” on page 27. Using Messag e Notification When you’re away from your desk, you can use the M[...]

34 AltiServ Use r Guide • 5 to set a notification schedule, and then select one of the follow- ing o ptio ns: — 1 to activate notification at all times — 2 to activate notification during off hours — 3 to setup your own notificatio n schedule The AltiGen Voice Mail System w ill prompt you for the activat e and deactivate times. If the hour [...]

AltiServ User Guide 35 Voice M ail • 2 to deliver the remi nder to the outcal l number or delivery phone number des i gnated in Message Notification. If y ou want to change this number, you need to separately. 5. Pr ess # to confir m the message deliv ery. Revie wing Sch edule d Remin der Cal ls If a scheduled reminder call has not been delivered[...]

36 AltiServ Use r Guide Another way to li sten to Feature Tips is b y pressing #55 on your telep hone. You can listen to just one tip at a time o r listen to all t he tips at o nce. To turn this feature off, press 6 at the Perso nal Options menu. This is a toggle feature, so that if the feature is turned off, pressing 6 at the Personal Options menu[...]

AltiServ User Guide 37 Voice M ail Editing a Distribution List To add or remove list members , after pressing 4 at the Main Menu to hear the Personal Option s menu, pres s 7 to access the Distribution Lists menu, then… 1. Pr ess 3 to Modify a dist ribution li st. 2. When prompted, enter a 2-dig it number to identify the list. 3. When prompted, do[...]

38 AltiServ Use r Guide Log on/off IP Ex tension (Dyn amic IP Addressin g Only) With a few exceptions (noted below), an IP extension works exactly the same as an ord inary, “analog” ext ension, with the a dded advantage of letting you work remotely with out any extra cabling . Features not available on an IP extension are: • #81 (Hands free?[...]

AltiServ User Guide 39 Voice M ail Zoomerang The Zoomeran g feature enables the user to listen to mes sages in the AltiGen Voice Mail System, make calls to the parties who left the messag es, an d then return to the AltiGen Voice Mail System (like a boomerang ). For example, this feature can allow a traveler to return calls for all messages with on[...]

40 AltiServ Use r Guide system cannot return the call. Please check with your System Admin- istrator for your toll restrictions.) • # to send the mess age 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, yo u may want to mention the option to leav e a call back[...]

AltiServ User Guide 41 Voice M ail • A replay of the message. • A pro mpt fo r you to press 1 to keep the message or 2 to delete it. AltiGen Voice Mail System Mixed-Med ia Messaging The AltiGen Voice Mail System can send and receive communications not only in voice mail but email. The AltiG en Voice Mail System combines different for ms of mess[...]

42 AltiServ Use r Guide sessi on so that you don’t have to enter your password every ti me y ou click Get Mail . Be s ure to enter you r email password when p rompted. Retr ieving Me ssages To retrieve m essages using your multi-media computer: 1. Configure you r em ail application (see “Accessing AltiGen Voice Mail System” abo ve). 2. Click [...]

AltiServ User Guide 43 Voice M ail 6. Click the “Send” icon when finished. The AltiGen Voice Mail System will attach the voice annotation to the email when it is sent. Note: An audio attachment is seen only at the receiving end and do es not appear as an attachment on the email message composed by the sen der. You may copy ( CC:) the mes sage t[...]

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AltiServ 4.5 Use r Guide 45 AltiReach C HAPTER 3 Using AltiReach AltiReach is a Web-based management tool that provides the ability to handle AltiS erv call options su ch as call hand ling, speed dialin g, One Number Access, CallView, and Message Notification using a standard Web browser. It provides an easy-to -use interface and is accessible fr o[...]

46 AltiServ 4.5 Use r Guide To access an d log in to AltiReach: 1. Obtain your organization’s AltiReach URL address from the system administrator. It will be in the form http:// [servername] /a ltir each or http://www. [YourDomain.co m] /altireach 2. Open a web browser and go to the AltiReach URL address, where you login b y entering your firs t [...]

AltiServ 4.5 Use r Guide 47 AltiReach • Message Notification Figure 2. AltiReach Main Menu The remainder of this chapter describ es these functions.[...]

48 AltiServ 4.5 Use r Guide Setting Call Manag ement The Call Management page pro vides for setting up incoming call handling . Figure 3 . Ca ll Man agement Se tup p age Forw ar din g Al l Ca lls If you w ant to forward call s to an external number, ent er the number, including the outside trunk or route access digit and any long distance prefix di[...]

AltiServ 4.5 Use r Guide 49 AltiReach Do Not D isturb If you select Enable Do Not Disturb , all incoming calls are forwarded according to your “Enable Busy Call Handling” settings, describe d immediately below. Busy Ca ll Handling an d No Answer Hand ling You can use these options to specify how you want to handle incoming calls when you ’re [...]

50 AltiServ 4.5 Use r Guide One Number Access (ONA) If you are expecting calls that you want to receive regardless of where you are, you can have the sys tem forward those calls to you. You m ust enter the Caller IDs for the calls you want forward ed, and the numbers where you can be reached. If the system is unable to connect the call (i.e., can?[...]

AltiServ 4.5 Use r Guide 51 AltiReach Access ing One Numb er Acc ess Set up After you set t he call handling op tions, click the One Number Access button on the main page to open the On e Number Access page. Figu re 4. One Numbe r Access Se tup top of pa ge 1. Select the times you want to be available to ONA callers. If you choose Enable based on t[...]

52 AltiServ 4.5 Use r Guide caller to dial 1 during your personal greeting and then ent er the pass- word. 3. Select the Forwarding Numbers to be used by the syst em to find you when ONA is active. You can set up to four different numbers— extensi ons or outsi de numbers. Fo r outside num bers, use the drop-down list to select the trunk access co[...]

AltiServ 4.5 Use r Guide 53 AltiReach Figu re 5. One Numbe r Access Se tup bottom of page[...]

54 AltiServ 4.5 Use r Guide Message Notification Message Notification lets you 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 Alt iGen Voice Mail System. S ee “Using Message Notificati on” on page 11 for more information on this fe ature. Figure 6. M[...]

AltiServ 4.5 Use r Guide 55 AltiReach Station Speed Dialing Setu p The Speed Dial Setup page, accessed by clicking Station Speed on t he main menu, lets you set up to 20 station speed dial numbers. When you add an outside numb er, all relevant p refix digits such as trunk or route access number, t he long distance pref i x 1 and area codes must pre[...]

56 AltiServ 4.5 Use r Guide[...]