Atlantic Telephone & Data Solutions - AltiGen Telephone System Help and Manuals

One of the greatest benefits of the AltiGen system is it's flexibility. As with all computer-based systems, there's more than one way to perform tasks. We've given you information on how to make these basic programming changes to your system. Please note that you must have access to your system, either physically or remotely and you must have Administrator rights in order make these changes. We do not grant remote or Administrator access without the express consent of your main person of contact.

Special Office Closings Programming (uses Holiday function)
Contains instructions on how to set up a Holiday that can be re-used as needed for any special closings (weather related, company-wide meetings, etc.). You can use spedific dates and specific times if desired. Please keep in mind that "Holidays" are date specific so they expire at the end of the day and the system goes back to answering calls as it normally would. This keeps you from having to remember to go back and change it to the original way of handling calls.

AltiGen Manuals
Select manuals based on the release of your system. If you're unsure what system version you have, log into the System Administrator software and go to Help, About AltiWare... (may be different depending on your system, software, and version).
Not sure what manual you need? Click here for a brief description.

The zip files require 7Zip program and you can download it for free here. Note: this will download a .exe file. 7Zip files are smaller files than Windows Zip files.

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AltiGen Manuals
Now sure which manual you need or what they're for or how they're used? Here's a brief description for each:

AltiAgent is a Windows desktop application designed to improve the performance of workgroup and call center agents in a MAX Communication Server ACC/ACM (MAXCS) environment (new system names as of version 6.0).
AltiAgent allows workgroup agents to manage workgroup calls from their computers. It allows direct access to call handling and other functions, including the following:
• Viewing caller data (for example, IP address, account number, credit card number, name, and so on) sent with an incoming call.
• Pushing or sending a URL or web page to a web-based call.
• Viewing and printing workgroup call data.
With AltiAgent, you can monitor workgroup-related statistics, workgroup call pickup, and member login/logout. In addition, AltiAgent integrates with Microsoft Outlook and Outlook Express, ACT!, and GoldMine® for caller screen pops and dialing out from these applications. Call information can be stored to an internal or external CDR database for future review and analysis.

AltiClient is an optional software package that includes AltiAgent and AltiSupervisor, and runs with the AltiWare OE, AltiContact Center or AltiContact Manager system. AltiAgent Session licenses and AltiSupervisor Session licenses must be installed and registered to enable client sessions.

AltiConsole is an attendant console application for a client system or personal computer running Microsoft Windows. It connects to AltiGen’s AltiServ, the telephony server, running AltiWare OE, AltiContact Center or AltiContact Manager. AltiConsole can simultaneously support up to ten operators on the same AltiWare system. However, you must purchase the AltiConsole software license for desired number of sessions to support.

AltiServ User Guides: AltiWare/AltiContact Manager provides a broad range of call-handling and dialing features. For you to use the system most effectively, you might want to browse through this section and keep it handy for future reference. Includes use of Basic Telephone Functions and AltiGen Voice Mail System.

AltiSupervisor is PC desktop software that runs with the MAX Communication Server (MAXCS) ACC and MAXCS ACM systems (new system names as of version 6.). AltiSupervisor is designed for supervisors of workgroup agents. Through AltiSupervisor you can monitor the real time status and performance of a workgroup, including AltiAgent calls, workgroup statistics, and agent state. This information can be stored in an internal or external CDR database for future review and analysis. The supervisor has the ability to listen to calls and to barge in or coach calls if assistance is needed. The supervisor can also re-route a call in queue, if necessary.

AltiView manual: AltiView is call management software that runs with the , AltiContact Center or AltiContact Manager system.

CDR Manual: CDR Search is a client application that lets you search a Call Detail Reporting database. You can install CDR Search on either the system server or on an administrator client desktop. CDR Search works only with AltiWare OE, AltiContact Center or AltiContact Manager.
CDR Search, WG CDR Search, WG Statistics - CDR client offers three ways to search call records.
• CDR Search lets you define a search by the type of call, incoming or outgoing. To perform this search, you must log in as the administrator.
• WG CDR lets you specify a search by workgroup. To perform this search, you can log in as the administrator or as a workgroup supervisor.
• WG Statistics lets you search workgroup call data captured from the real-time monitoring functions in the Workgroup Statistics tab of the AltiSupervisor client. To perform this search, you can log in as the administrator or as a workgroup supervisor.

OE System Administration Manual: The AltiServ Office system solutions – AltiServ Small Office, AltiServ Office, AltiServ Office Plus, AltiServ1 IP and AltiServ2 IP– are complete, turn-key, converged PBX systems pre-configured on industrial Windows 2000 Server platforms.

5.0a ACC OE System Admin: AltiServ™ is a multi-application computer telephony platform that combines AltiGen’s Quantum™ and Triton™ telephony boards with AltiWare™ software in a standard personal computer platform. AltiServ uses Windows 2000™ or Windows 2003™ operating system to provide advanced features and functionality.

5.0a ACM System Admin: AltiContact Manager™ is AltiGen’s new powerful turnkey, hardware/software multi-channel IP Contact Center platform targeted at the formal small to midsize contact center market of 10-500 agents. The product is designed to provide contact centers with the essentials to service, respond and track performance of contact professionals. Since AltiContact Manager, or ACM, is IP-enabled and modular, call-centric businesses are protected against growing out of their investment. ACM software’s easy to use graphical user interface for business and contact center professionals is designed to increase overall productivity.

With ACM, AltiGen has combined several separate compelling contact center productivity applications into one integrated system to handle daily voice, Internet, and email interactions. ACM is designed with an intuitive easy to use graphical user interface for your current IT staff to easily manage the system and reduce administrative costs. There is no need to learn complicated command line interfaces or manage disparate systems. Companies now can deploy a VoIP enabled contact center solution in days versus months.

5.0a AltiReport: Call detail records (CDR) are an important source of information for call centers running PBX systems. Previously, AltiGen relied on third party applications for advanced CDR reporting. In OE 5.0, the CDR database is re-designed with more information that can be accessed with AltiGen’s own reporting application, AltiReport. AltiReport is a web-based reporting application that can generate up to 40 detailed CDR reports, including personalized reports according to agent, workgroup, and DNIS. A report summary and analysis is also available for each report.

Advanced Call Router is the standard AltiGen Call Router application plus call router service. Advanced Call Router requires the purchase and activation of an Advanced Call Router license.

VRManager performs recorded file management — indexing, converting, tracking, playback, reporting, and other critical functions for call center customers who would like to keep recorded files for administrative, legal, or quality assurance purposes.

6.0 MAXCS ACC Admin Manual
MAX Communication Server (MAXCS) is AltiGen’s system software targeted for the IP PBX and contact center market. MAXCS is designed with an intuitive easy-to-use graphical user interface so your IT staff can easily manage the system and reduce administrative costs. The software is designed to support voice and data communications converged into a single data network. The mobility solutions provide your employees working remotely with the same set of features as employees working in the office.
The product is designed to provide contact centers with the essentials to service, respond and track performance of contact professionals. Since MAXCS is IP-enabled and modular, call-centric businesses are protected against growing out of their investment.

6.0 MAXCS ACM Admin Manual
MAX Communication Server (MAXCS) is AltiGen’s system software targeted for the IP PBX and contact center market. MAXCS is designed with an intuitive easy-to-use graphical user interface so your IT staff can easily manage the system and reduce administrative costs. The software is designed to support voice and data communications converged into a single data network. The mobility solutions provide your employees working remotely with the same set of features as employees working in the office.
The product is designed to provide contact centers with the essentials to service, respond and track performance of contact professionals. Since MAXCS is IP-enabled and modular, call-centric businesses are protected against growing out of their investment.

6.0 MaxCommunicator manual
MaxCommunicator is call management software for the general desktop PC user, replacing AltiGen’s AltiView. It runs with the MAX Communication Server ACC or ACM 6.0 or later systems.
MaxCommunicator users can access, configure, and perform several of the system’s PBX functions directly from the desktop, including call handling, call forwarding, voice messaging, extension monitoring, conferencing, and One Number Access. In addition, MaxCommunicator integrates with Microsoft Outlook and Outlook Express, ACT! , and GoldMine® for caller screen pops and dialing out from these applications.

6.0 SuperQ
AltiGen SuperQ is a Java-based application designed to queue and distribute calls for call centers with workgroups located in different geographic locations or across multiple MAXCS ACM systems. Each server can have one or more local workgroup queues. All locations and servers are tied together over an internet protocol (IP) network and voice over IP (VoIP) SIP tie trunk. AltiGen SuperQ optimizes efficiency by controlling calls in the carrier’s network termination site before they travel through the IP network and reach local automatic call distributors (ACDs).
AltiGen SuperQ enables call centers to combine teams of workgroups from multiple locations into one virtual team, providing the following benefits:
• Superior customer service
• Reduced operating costs
• Optimized operations effectiveness, achieved by eliminating imbalance of agent call load
Larger virtual teams increase efficiency, allowing call centers to handle more calls with the same number of people. Calls can be delivered with faster service, shorter hold times, balanced work load, and fewer abandoned calls. A SuperQ agent may belong to multiple workgroups. AltiGen SuperQ provides separate graphical user interfaces (GUIs) for configuration and monitoring. AltiGen SuperQ call detail reporting (CDR) data is also available.