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AltiGen Handset Shortcuts




AltiGen Voice Mail System Quick Features
##<password> Log into voice mail at your own station
###<ext><password> Log into voice mail at another station
#11 Greeting Menu
#28 Password Menu

Making Calls
#34 Dial By Name 1
#35 Virtual LogIn (Station Privilege Override)
#69 Dial Last Caller
#77 Station Speed Dial
#88 System Speed Dial
#99 Last Number Redial
#93 <ext> Intercom Call

Answering Calls
#29 <ext> Individual Call Pickup (a specific station)
#30 System Call Pickup(any station ringing)
FLASH #31 Personal Call Park
#31 <text> Personal Call Park Pickup
FLASH #41 System Speed Dial
#41 <loc.#> System Call Park Pickup
#51 <loc.#> Line Park Call Park Pickup
#81 Hands Free Intercom Mode
#82 Hands Free Manual Answer Mode

Call Management
#26 Station LogOut
#27 Station LogIn
#32 <acct code> Enter Account Code (before dialing)
FLASH #32 <acct code> Enter Account Code (mid-call)
#33 Do Not Disturb
#36 Call Forwarding
#37 Remote Call Forwarding

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
#46 Group Paging (Alti-IP 600 users only)
#55 List Feature Tips
#73 Silent System Call Park
#90 Ready to receive workgroup calls
#91 Not ready to receive workgroup calls
FLASH<ext> Transfer
FLASH #40 Transfer to AltiGen Voice Mail System
FLASH # 15 <AA/IVR#> Transfer to Auto Attendant/IVR
FLASH ##<ext> Transfer to a User's Voice Mail
FLASH<ext> Consultation(FLASH to return to original call)
FLASH <number># Conference Call
FLASH Call Waiting



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

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 depressed 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.

Transferring Calls into the AltiGen Voice Mail System

To send an outside call into the AltiGen Mail Voice system, press FLASH #4 0.

Transferring Calls Directly to a User's Voice Mailbox

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.

Transferring Calls to an Auto Attendant/IVR

To transfer a call to the Auto Attendant/IVR, press FLASH # 15 and the Auto Attendant/IVR 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 conference an outgoing call:

  • Press FLASH.
  • At the dial tone, dial the next party's phone number.
  • Wait for the third party to answer and announce the conference call.
  • Press # to put all three parties into the conference call.
  • uring conferencing, any internal conference participant may press FLASH , dial the next party's number, and press # to bring the person into the conferencing session.

This feature is described for an analog phone when the extension is set to Multiple Call Waiting. When an IP-600 telephone, AltiTouch 510 telephone or MaxCommunicator are used, the function commands are simplified (see MaxCommunicator).

Conference Call Restrictions

There are some system restrictions on general extension based conference calls. There is a limit of 6 parties per conference call. For other restrictions see user guide.

Consultation

To place the caller on hold and speak with a person at another extension:

  • Press FLASH and dial the extension number of the person you wish to speak with.
  • When you are finished, press FLASH again to disconnect the consultation and return to the original caller.

Call Waiting

To use call waiting, it must have been enabled either for the system in the AltiWare/ACM Administrator or by the user in AltiReach. The latter is described in "Setting Call Management" on page 45.

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:

  • Press FLASH to put the first call on hold and simultaneously connect to the waiting call.
  • 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 have 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. 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 the AltiGen Voice Mail system at the Personal Options menu as described in "Recording Greetings" on page 30.

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.
  • I f you hang up, the phone will ring with the next caller in queue.

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#3 1, enter an extension number only if you want to park the call at an extension other than your own, and then hang up (see "Call Park" on page 7).
  • To park the call using System Call Park, press#4 1, note the parked call "location" number, and then hang up.

Answer the next call in queue; it will ring after you disconnect the previous call.

AltiGen Glossary of Terms


A

AC Alternating Current.
ADPCM Adaptive Differential Pulse Code Modulation. A sophisticated compression algorithm for digitizing audio that stores the differences between successive samples rather than the absolute value of each sample. This method of digitization also reduces storage requirements from 64K bits/second to as low as 24K bits/second.
AltiConsole a personal computer-based Attendant console connected to the AltiServ over the network that emulates a standard hardware-based Attendant console through software and has the flexibility of adding new features through software without changing the hardware.
AltiSpan link from the AltiServ base to the system extension that allows for passing Caller ID.
AltiWare the system software that is used by AltiGen's Quantum and Triton products.
AltiServ an advanced, highly integrated business and computer telephony platform that consists of a Quantum and/or Triton card and AltiWare software working in a PC/Server running under Windows.
Analog a method of telephony transmission in which the information from the source (for example, speech in a human conversation) is converted into an electrical signal that varies continuously over a range of amplitude values.
API Applications Programming Interface. A set of routines that an application program uses to request and carry out lower-level services performed by an operating system.
ASCII American Standard Code for Information Interchange.

B
Blocked Calls Calls that cannot be immediately connected to the number dialed. A call is defined as blocked when access paths to the called station are unavailable. This is not applicable to AltiServ.
BPS Bits Per Second. The number of bits transmitted per second.

C
CAMA (Central Automatic Message Accounting), dedicated trunks for enhanced 911 usage.
Card Printed circuit assembly.
CCIS Common Channel Interoffice Signaling. A method of carrying telephone signaling information along a path different to the path used to carry voice.
Central Office (CO) A switching system that connects lines to lines, lines to trunks, and trunks to trunks. These systems are operated by local telephone companies. The term sometimes refers to a telephone company building in which a switching system is located and sometimes includes other equipment (such as transmission system terminals).
Centrex (CTX) A business telephone service offered by a local telephone company from a local central office. Centrex is a single line telephone service, delivered to individual desks or telephones with added features such as intercom, call forwarding, call transfer, toll restriction, out call routing, and hold on single line telephones. These features are provided by the local phone company's central office. Centrex is a leased business service serving as an option to owning a PBX or key telephone system.
Channel The smallest subdivision of a circuit capable of carrying communication service.
Circuit The physical connection of channels, conductors and equipment between two given points. Includes both transmitting and receiving capabilities.
Client A process whose threads call services provided by either a local or remote server process. In Windows, communication between a client and server occurs through the local procedure call (LPC) or remote procedure call (RPC) facilities.
CO Central Office
Conference Call A call in which two or more persons speak together. Stations may be internal or external.
Configuration Databases Those databases that represent unique customer specifications relating to system and station features.
Console Phone Emulates a standard Attendant Console through software. It provides all the call handling features provided by a standard hardware-based console and has the flexibility of adding new features through software without changing the hardware (i.e. AltiConsole).
Conversation Path The route from originating port to terminating port of a twoway communication. A conversation requires two such port-to-port paths. Transmit and receive.
CTI Computer Telephone Integration. Or in the case of an AltiServ, Computer Telephony Internet.

D
Database A collection of related data that can be immediately accessed and operated upon by a data processing system for a specific purpose.
DC Direct current. The flow of free electrons in one direction with an electrical conductor, such as wire.
Default The preset value from the factory or the software writer that the program or equipment comes with. In the absence of any other command from the user, it will work with default values.
DID Direct Inward Dialing.
Digit A single whole number between 0 and 9.
Disk Duplexing The procedure of copying data onto two hard drives, each using its own hard drive controller. If any component (hard drive controller card, cable, boot hard drive) on the first channel fails, then the second channel will boot and operate normally.
Disk Mirroring The procedure of duplicating data written to two identical hard drives, where both hard drives are connected to one disk controller card. If one hard drive fails, then the data can be retrieved from the second hard drive.
DNIS (Dialed Number Identification Service) Is a telephone service that identifies for the receiver of a call the number that the caller dialed. It's a common feature of 800 and 900 lines. If you have multiple 800 or 900 numbers to the same destination, DNIS tells which number was called. DNIS works by passing the touch tone digits (DTMF or MF digits) to the destination where a special facility can read and display them or make them available for call center programming.
Do Not Disturb (DND) When this feature is selected, all incoming calls to the user's extension are denied. If the station has system forwarding instructions, the calls will be automatically redirected to another extension, Attendant, or operator.
DTMF Dual Tone Multi Frequency are the low and high frequency tones that comprise touch tone signals.
Drop-Down Menu a list of options that display below a menu option
DSP Digital Signal Processor. A microprocessor with an architecture that is particularly optimized to perform mathematical algorithms that manipulate digital signals.
Dual Tone Multi Frequency see DTMF.

E
en-bloc dialing Dialing scheme that allows the terminal to include all the digits required to complete a call.
Environmental Subsystem A protected subsystem (server) that provides an application programming interface (API) and environment - such as Win32, MS-DOS, POSIX, or OS/2 - on Windows.
Ethernet A communications protocol used in local area networks to connect computers, terminals, printers, etc., typically located within the same building. Ethernet operates over twisted wire and over coaxial cable at speeds up to 10 megabits per second. Ethernet is a physical link and data link protocol reflecting the two lowest layers of the DNA/OSI model.
Exchange Server Integration Provides unified messaging by synchronizing the mailboxes in an AltiServ and Exchange Server, so that a user can access messages in either server. If a message is added to one server, it is automatically sent to the other server, similarly, if a message is deleted in one server it is automatically deleted from the other server.
Extension Number An arbitrary number of two to five digits that matches a station to a particular user.

F
FCC Federal Communications Commission.
File Server An integral part of a multi-user computer network such as a local area network (LAN). It typically is a combination of a computer, data management software, and large capacity hard disk drive. A file server directs all movement of files and data on a multi-user communications network and gives each user on the network access to files stored on the file server. It allows the user to store information, leave electronic mail messages for other users on the system and access application software on the file server such as word processors or spreadsheets.
FLASH A sudden brief signal. Activated by depressing the flash key on the telephone pad if one has been configured, or by a quick press and release of the receiver button (switch hook).
FSK Frequency Shift Keying. A modulation technique for data transmission.
FXS Foreign Exchange Subscriber. An analog interface for direct connection of a telephone set to a digital multiplexer.

G
G.711 Algorithm designed to transmit and receive mu-law PCM voice (for North America) and A-law at digital bit rate 64 Kbps.
G.723.1 Speech encoding/decoding standard at 5.6 Kbps or 6.3 Kbps.
G.729 ITU standard algorithm speech encoding/decoding at 8 Kbps.
G.729A Simplified G.729
G.729B Silence suppresion scheme for G.729
G.729AB The combination of G.729A + G.729B
GMT Greenwich Mean Time. Mean solar time of the meridian at Greenwich, England, used as the basis for standard time throughout the world. ground start - a type of start signaling on a subscriber's trunks in which the ring (minus side) is grounded (ground start) to get dial tone.
GUI Graphical User Interface.

H
hard disk a sealed mass storage unit used for storing large amounts of data.
hardware a term used to describe the physical components of a machine,
particularly computer equipment, and devices containing logic elements used in
data processing or communication equipment.
Hertz cycles per second. Abbreviated as Hz.
http or HTTP Hypertext Transfer Protocol. The Internet protocol used to manage communications between Web clients (browsers) and servers.
Hunt group see Workgroups.
Hz see definition for Hertz.

I
Impedance occurs when power or signal is transferred from one circuit to another. This is known as the resistance of electrical current to alternating current and it is measured in OHMs.
IMAP4 Internet Message Access Protocol - Version 4.
Interface the interconnections between two separate systems or pieces of equipment.
ISA Industry Standard Architecture.
ISO International Standards Organization.
ISP Internet Service Provider.

J
jack the mate for a plug. Used to connect two pieces of equipment together.

K
keyboard system interface for communication. A group of numeric keys, alphabetic keys, or function keys used for entering information into a terminal and into the system. Usually patterned after the QWERTY keyboard layout. This term is derived from the sequence of the first six keys in the first row of alphabetic keys.

L
Language Server allows the ability to record and play phrases in different foreign languages without requiring any software changes.
Local address an address used in a peripheral node or station in place of a network address and transformed to or from a network address for delivery purposes.
Logoff the procedure by which a user disconnects from a program or session.
Logon the procedure by which a user begins a program or terminal session and gains access to the AltiServ or Quantum system.
Loop Start a type of start signaling. A closed path or circuit over which a signal can circulate. When used on a telephone line, it tests the line, the circuit is closed and reflects received signals to the sender.

M
maintenance any activity intended to retain a functional unit in, or to restore it to, a state in which it can perform its required function. Maintenance includes keeping a functional unit in a specified state by performing activities such as test, measurements, replacements, adjustments, and repairs.
MAPI (Messaging API) a Component Object Model (COM)-based API that supports message-related components such as message stores, address book, and message transport.
MDMF Multiple Data Message Format.
MHz Megahertz.
MIME Multipurpose Internet Mail Extension. A technique designed to bundle attachments within individual email files. Microsoft email protocol software format.
module a compact assembly that is a component of a larger unit in electronics. A detachable section, compartment or unit with a specific purpose or function. mounting panel - the panel used to mount the connection panels to a wall.
ms millisecond.
MVIP Multi-Vendor Integration Protocol.

N
network A configuration of data processing and/or telecommunication devices and software connected for information exchange.
network address An identifier for a node, station, or unit of equipment in a network.
network domain a set of workstations and servers that share a security account manager database and can be administered as a group. A user with an account in a particular network domain can log onto and access his or her account from any system in the domain.
network server networking software that responds to I/O or computes requests from a client machine. Windows network servers can be implemented either as server processes or as drivers.
numbering plan the method of assigning NNX codes to provide a unique telephone address for each subscriber, special line, or trunk destination. In AltiWare, the method of assigning extension numbers and trunk designations to local premises.
North American Numbering Plan also known as NPA. Refers to the assignment and management of the area code system for North America. Administered by Bellcore, presently being expanded due to high demand for new numbers and services, requiring new area codes. Numbering sequence being changed from traditional N 1/0 X area code (center digit a 1 or a 0) to NNX, where N = numbers 1 to 9 and X = any number.

O
offhook refers to a telephone set when the receiver is not resting in the base. This usually initiates a dial tone from the receiver.
One Number Access a feature of AltiWare that allows users to create a list of phone numbers that the system can use to track users and connect them with an incoming call if they are not at their extension desk.
onhook the term used to describe a telephone in the idle state or with the receiver still resting in the base.
OSI Open Systems Interconnection. A software model defined by the International Standards Organization that standardizes levels of service and types of interaction for networked computers. The OSI reference model defines seven layers of computer communication and what each layer is responsible for.
overlap dialing dialing scheme that allows the terminal to omit part of the digits required to complete a call, while the remaining digits are buffered.

P
PABX Private Automatic Branch Exchange. A private branch exchange (PBX) that provides access to and from the public telephone network without operator intervention.
PBX Private Branch Exchange. A switching system providing telephone communications between internal stations and external networks.
PCM Pulse Code Modulation.
physical extension is associated with a physical port and device. An extension is created, by default, as a physical extension (as opposed to a virtual or workgroup extension) unless there are no more physical ports available.
pilot number the extension number that identifies a workgroup or distribution group.
POP3 Post Office Protocol version 3. Protocol for retrieving email by remote client.
port a communication channel through which a client process communicates with a protected subsystem.
POSIX an acronym defined as "a portable operating system interface based on UNIX," refers to a collection of international standards for UNIX-style operating system interfaces. In the mid-to-late 1980's, government agencies began specifying POSIX as a procurement standard for government computing contracts.
Power Failure Backup If your AC power fails, your telephone system can still operate by switching to a backup battery power supply, often called an (Uninterrupted Power Supply) UPS.
Power Failure Transfer A telephone system feature. When the commercial AC power fails and there is no backup power source such as a battery or a generator, this feature switches some of the trunks connected to the telephone system to several single line phones that do not need external power and can draw their power from the telephone lines.
Power Supply the part of the telephone system or a computer that converts the normal 120 or 240 volts AC power to AC and DC at the various voltages and frequencies as needed by various components and circuits of the system.
Private Network A series of offices connected together by leased and non-leased telephone lines, with switching facilities and transmission equipment owned and operated by the user or by the carrier and leased to the user.
Protected subsystems integral subsystems that perform important operating system functions, such as security subsystems among others.
protocol A set of rules and conventions by which two computers pass messages across a network medium. Networking software generally implements multiple levels of protocols layered one on top of the other.

Q
Quantum an ISA standard computer telephony board of AltiGen's AltiServ product line. It is an all-in-one platform designed with open software standards to facilitate use of enhanced applications.
queue a collection of calls waiting to be served. Queued calls in AltiWare are handled on a first-in, first-out basis.

R
RAM Random Access Memory. The primary memory in a computer that can be written over with new information. The contents of RAM memory are lost when the electrical power to the PC is switched off.
RAS Remote Access Service.
retry to resend data a prescribed number of times or until the data is finally delivered.
RJ-11 The "common" telephone jack. Usually wired with four wires, the red and green signify the tip and ring circuits.
RJ-45 The "common" telephone jack. Usually wired with eight wires, the red and green signify the tip and ring circuits.
ROM Read Only Memory.
root directory in an IBM or compatible PC, the directory that is created when the user formats a diskette that may contain subdirectories. Synonymous with system directory.

S
SDMF Single Data Message Format.
server a process with one or more threads that accepts requests from client processes. It implements a set of services that it makes available to clients running either on the same computer or possibly on various computers in a distributed network.
slot a numbered division of a computer in which a printed circuit card is located.
SMTP Simple Mail Transfer Protocol. Protocol for sending Internet email.
station any location wired to accept a telephone, sometimes referred to as an extension. Also another name for a place where a call can be answered. It may be a telephone, an Attendant console, a PC, or any other device.
subscriber a user or connection. The line from a telephone to a switch.
System Speed Dialing this feature allows the user to access a system wide directory of commonly called numbers that have been "condensed" into a two- or three-digit code on the telephone dial pad.

T
TAPI Telephone Application Programming Interface. A call-processing software that allows developers to implement telephony applications that control switches from different vendors.
TCP/IP Transfer Control Protocol/Internet Protocol. A full set of protocols used on the Internet.
TDM Time Division Multiplexing.
telecommunications any transmission, emission, or reception of signals, writing, images, or other information by wire, radio, or any other electromagnetic system.
Tip and Ring the traditional telephony indication of plus and minus in electrical circuits. (See Ground start and Loop start.)
toll call a call to a point outside of the local service calling area. Identified by greater distance and increased rates or by 1 plus dialing requirements.
toll restriction a feature that allows the user to restrict certain station users from placing toll calls, or other non-business related locations.
traffic a measure of the demand or use of facilities, circuits, or trunks. Measured by converting seconds and minutes into CCSs (Centum Call Seconds) and Erlangs (hours of use per hour).
transfer this feature redirects a call to another extension, the AltiGen Voice Mail System, or operator.
Triton an ISA standard computer telephony board of AltiGen's AltiServ product line. It is an all-in-one platform designed with open software standards to facilitate use of enhanced applications.
trunk one of the cables that contain numerous shared telephone circuits used to interconnect telephone switching centers.
trunk access code the prefix digit (i.e. 9) dialed to access a trunk line and dial an external phone number.
trunk group trunks of a common type, given an identity to distinguish between different types of connecting facilities.

U
UCA Universal Communication Architecture.
UPS Uninterrupted Power Supply. A backup battery module attached to a computer that allows memory contents to remain intact long enough for the operating system to perform an orderly system shutdown if a power outage occurs.
USB Universal Serial Bus.

V
virtual extension an extension not associated with a physical port that allows for guest access to the AltiGen Voice Mail System features and telephone sharing environments. Users of a virtual extension have to log in before accessing the system features assigned to it.

W
WATS Wide Area Telephone Service. A leased service for direct long distance dialing.
Wink a single supervisory pulse.
workgroup telephones arranged in groups within a particular organizational function (for example, marketing, sales, service, etc.). Each workgroup is assigned a pilot number. When the pilot number is dialed, the system scans the list of extensions comprising the workgroup and connects the call to the first available idle extension number. If no extensions are available, the call is placed in that workgroup's queue.
workgroup pilot number an extension designated to a workgroup that is not associated with a physical port and may consist of up to 64 members. When the pilot number is dialed, the call is distributed to the workgroup members.
World Wide Web A network of Internet servers that can provide browser information in the form of "web pages" to web clients such as Netscape Navigator.

Desktop Client Demonstrations


MaxAgent - MaxCommunicator

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