AltiGen comm MAXCS 85 AltiConsole Manual

							AltiConsole™
MAX Communication Server
Release 8.0
September 2015 
						

							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. 
679 River Oaks Parkway 
San Jose, CA 95134 
Telephone:    888-AltiGen (258-4436) 
Fax:               408-597-9020 
E-mail:          [email protected] 
Web site:       www.altigen.com
TRADEMARKS
MAX Communication Server, MaxAdministrator, MaxCommunicator, 
MaxAgent, MaxSupervisor, MaxInSight, MaxOutlook, MaxCall, Enterprise 
Manager, AltiServ, AltiLink, AltiConsole, VRPlayer, Zoomerang, IPTalk, Alti-
Mobile Extension, InTouch Dialer, AltiReport, and SuperQ 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. 2015. All rights reserved.  
						

							AltiConsole Manual iii
Contents
About AltiConsole   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Pre-Installation Checklist  . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Installing AltiConsole  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Auto Upgrade   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Downgrade Procedure   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Getting Started  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Logging In  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Other MAXCS Settings Apply to AltiConsole   . . . . . . . . . . . . 6
About the AltiConsole Main Window  . . . . . . . . . . . . . . . . . . . 6
Busy Lamp Field View (BLF tab)  . . . . . . . . . . . . . . . . . . . . . . 8
All Extensions View (ALL tab)  . . . . . . . . . . . . . . . . . . . . . . .  10
Trunk Status View (Trunk tab)  . . . . . . . . . . . . . . . . . . . . . . . 11
Speed Dial View (SPEED tab)  . . . . . . . . . . . . . . . . . . . . . . 12
Call Statuses  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Activity States   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Keyboard Shortcuts  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Mouse Shortcuts  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  15
Handling Calls   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Hands Free Handling   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Dialing  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Answering Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Hold and Hold Pending  . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Transferring Calls   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Unattended Transfer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Supervised Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Transfer to Auto Attendant . . . . . . . . . . . . . . . . . . . . . . . . 22
Transfer to Voice Mail. . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
System Call Park  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Line Park  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24 
						

							 iv   AltiConsole Manual     
Conference Calls  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Overhead Paging  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Park and Page  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Recording a Call   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Using AltiConsole with Polycom Phones  . . . . . . . . . . . . . . . 29
Configuring AltiConsole Settings   . . . . . . . . . . . . . . . . . . . . . 31
Setting AltiConsole Behavior, Overhead Paging, Auto Atten-
dant   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Viewing Your Server, Extension, and Tenant ID  . . . . . . . . .33
Setting Speed Call List Entries   . . . . . . . . . . . . . . . . . . . . . . 33
Group Setup   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
BLF List Setup  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .39 
						

							AltiConsole Manual 1
CHAPTER 1 
About AltiConsole
AltiConsole is an attendant console application for a client system or 
personal computer. It connects to MAX Communication Server ACM. 
AltiConsole can simultaneously support up to 10 operators on the same 
MAXCS system. You must purchase an AltiConsole software license for 
the number of sessions you want to run.
AltiConsole provides the following call handling functions:
• Placing and answering calls
• Placing calls on hold
• Transferring calls (blind and supervised transfers)
• Transferring calls to voice mail
• Transferring calls to an auto attendant
• Conference calls (with up to six parties)
• Parking calls
• Accessing overhead paging (if available on your system)
• Viewing the call status of users on the system (busy, DND, and so on) 
						

							2     AltiConsole Manual  
						

							AltiConsole Manual 3
CHAPTER 2 
Installation
The client system must meet the following minimum requirements:
• IBM/PC AT compatible system
•1 GHz CPU or faster
• Microsoft Windows 10, Windows 7 (32-bit or 64-bit), or Windows 8 . 1  
(64-bit)
•1 GB Hard Drive Disk Space
•1 GB RAM
• SVGA monitor (1024x768) with 256-color display, or better
• Keyboard and mouse
Pre-Installation Checklist
Before installing AltiConsole, make sure the following is done:
• The AltiConsole client should be connected to the AltiGen phone 
system over the LAN.
• MAXCS ACM Release 8.0 must be installed on the system to which 
the AltiConsole client is connected.
• The system administrator must configure the AltiConsole extension to 
enable Multiple Call Waiting as an Answering option, and configure 
the extension’s Busy Call Handling and No Answer Handling as 
desired.
• The AltiConsole License Key must be enabled.
• Older client programs cannot be installed on the same computer 
running ACM 8.0 client programs.
Installing AltiConsole
1. Access the MAXCS installation media.
2. Run Setup.exe from the AltiConsole folder and follow the installation 
instructions. 
						

							AltiConsole Manual     4 
Auto Upgrade
Each time you start up AltiConsole, a comparison is made with the version 
of MAXCS ACM that is running on the server. If updates were made on the 
server, and your version of AltiConsole is out-of-date, you are prompted 
for upgrade permission. If you automatically upgrade, the AltiConsole 
startup is terminated and a software upgrade session is started. Restart 
AltiConsole to run the newer version.
Note:For remote AltiConsole users outside the firewall, TCP port 10050 
is required to be open to allow automatic upgrade. Automatic 
upgrade over the Internet requires the sending of 15 MB files over 
the WAN, which may take some time, to perform the automatic 
update.
Downgrade Procedure
1. Go to Control Panel > Add/Remove Programs and remove the 
AltiConsole 8.0 program and ALL OTHER 8.0 client applications 
(including MaxAgent, MaxCommunicator, MaxSupervisor, 
MaxOutlook, and CDR Search).
2. Reboot your system.
3. Go to :Program Files\AltiGen\Shared Files\ and 
remove AlpInterface.dll.
Note:The AlpInterface might be located under \WinNT\System32\, 
\Windows\System32\ or some other location. Use the Search 
for Files and Folders feature to locate and remove all 
AlpInterface.dll files from the system.
4. Install the AltiConsole software you had installed previously. 
						

							AltiConsole Manual 5
CHAPTER 3 
Getting Started
Start AltiConsole from the Microsoft Windows Start menu, by choosing 
Start > All Programs > AltiConsole > AltiConsole 8.0.
In order to run AltiConsole, the system server must be up and running. 
While the system is running, the data you see in your AltiConsole windows 
is refreshed and updated. If the system is stopped in the middle of an 
AltiConsole session, you will be prompted to close your session.
Logging In
When you log in, you are prompted for the following information. Fill in 
the fields, check the appropriate options, and click Login.
Local Server Info:
•Server Address — the IP address of your server
•Extension Number — your extension number.
•Extension Password — your extension password.
Note:Up to eight unsuccessful login attempts are allowed, after 
which login will be disabled for from 1 to 24 hours (depending 
on the duration set by your system administrator).
Options: 
						

							6    AltiConsole Manual 
•Save Password — remembers your password for the next time you  
log in.
•Monitor group call queue — lets you see all calls in a group’s queue, 
along with waiting times. You can then monitor queues for every 
group you belong to. 
Note:Your logon information for the current session will be shown in the 
Logon Info tab of the Setup dialog box. See 
“Viewing Your 
Server, Extension, and Tenant ID” on page 33. 
Note:If you have trouble logging in, check with your system 
administrator to be sure you are using a physical extension. 
Other MAXCS Settings Apply to AltiConsole
If you have configured your extension settings by way of other MAXCS 
system applications such as MaxCommunicator, those settings apply when 
you run AltiConsole on your extension. For example, if you enable Hands 
Free Manual Answer Mode by pressing #82 or #81 on your telephone 
keypad (which allows you to answer calls leaving your phone off hook), 
that setting is active when you use AltiConsole.
The Hands Free Manual Answer Mode is one setting you’ll probably 
want to use in a busy environment. See “Hands Free Handling” on page 17.
About the AltiConsole Main Window
When you start AltiConsole, the main window appears: