After hours “Ring-All” Workgroup and Auto Attendant
In order to accomplish the After Hours group of ringing phones. We will set our example as follows. Calls ringing into the main number from 8 AM to 5 PM are routed to a live operator or business hours Auto Attendant

Calls after hours will ring into a set of 4 telephones. (AltiGen can ring up to 20 telephones simultaneously in a “Ring All Phones” after hours workgroup, but this example uses 4 in the workgroup. If the call is not answered in 4 rings calls go to an after hours Auto Attendant.

So Here’s what we will do.
1) First we need to create the after hours workgroup.
2) Then we create an after hours Auto Attendant and record a custom phrase.
3) Finally we change the routing so workday and daytime calls are routed normally and after hours calls go to our new group backed up by an after hours Auto attendant

To obtain the details of Steps 1 through 3, please click on the following link to download a PDF document:
After Hours "Ring-All" Workgroup and Auto Attendant

Automated Routing to Maiden Name
AltiGen Maiden Name support for Auto Attendant Dial by Name

AltiServ Versions:
All AltiWare Versions

Requirements
· Original Extension
· Virtual Extensions
· Auto Attendant

Goal
To route calls through the Auto Attendant dial by name to Mary whether a person dials Mary’s maiden name Smith or married name Jones.

Programming Scenario
Example: The original extension for the maiden "Miss Mary Jones" was ext 209.Mary will keep her extension the same with an updated name in the extension set up with her married name Mary Smith updated for ext 209.Then set up a virtual extension "109" (any number) with the maiden name (miss Mary Jones) that is permanently forwarded to ext 209 with the "dial by name box" selected.

Now if someone dials her extension "209" or dials by name Jones they get her as they always would. If they dial by name from the auto attendant her Maiden name "Jones" they get ext 109 which is forwarded to ext 209 and they again get Mary.

There is one thing to keep in mind. You must make sure both the voicemail and the calls are forwarded to Mary’ extension. To accomplish this there are a few things to check in the extension configuration.

When you forward one extension to another, by rule, if the target extension is not answered, the voice mail will be left in the original extension mailbox. However, in this case we want both the caller and the messages sent to Mary’s permanent extension 209. This can be accomplished very easily. When you set up the virtual extension for the Maiden name:

1. Type in extension 109’s SMTP/POP3 Setting “ext 109” as shown.
2. Check - Enable Mail Forwarding “ext 109” as shown.
3. Choose Delete messages after forward
4. Enter original extension “ext 209” in Forward Email Address

See the following example to configure the virtual extension for the maiden name “ext 109”.

AltiGen instructions for Automatic or Immediate Telephone System Backup

AltiServ Versions:
All Versions

Requirements
Access to the AltiWare System Administration functions.

Goal
To back up the system configuration and Voice mail files immediately or by schedule.

Scenario
First you will need to launch AltiAdmin. At the top of the main view screen you will see the Main Menu.

Choose the services tab and see the drop down menu for System Data Management. Now simply choose back up and follow the simple instructions.

System Data Management
· Backup
· Restore

Select Backup: To set your system for Automated backups based on a schedule.
a) Tasks
b) Launch the System Data Management menu
c) Select the Schedule icon
d) Set the backup schedule

1. Select the desired days and time of day
   • The time setting uses a 24 hour clock
2. Select an appropriate folder
   • Tip: if possible back the up to another drive on another computer or server
3. In the Back-up selection, select the file components you want to back up
   • Configuration files
   • Custom phrases
   • Extension management
   • CDR
   • SP configurations files
4. Press OK to complete

Select Backup: To backup your system files immediately (not automated or based on a schedule)
• To perform an immediate backup, click on the Backup icon
• From the components list, select the desired files to back up
• Select Advance to specify a folder to back up
• Click on OK to proceed

Restoring backed up files:
• Open the System Data management window
• Click on the Restore icon
• First, select the files you want to restore
• Next, select the folder to restore from
• Click on OK to complete

AltiGen Automated Information Access

AltiServ Versions:
AltiWare OE 4.0 and OE 4.5

Requirements
Virtual Extensions or Physical Extensions
Custom Prompts (Phrase Management)

Goal
To efficiently route calls through the AA to the desired destination without Operator intervention. This can reduce the call load to the Operator or department personnel for FAQs or to deliver other information after hours. This specific setup also aims to simplify the AA menu options for callers.

Scenario
Parents call a School to get more information and /or updated status reports on a field trip their children are on. After hearing the initial greeting of the School's AA, the caller is presented with a list of options.

One option can be "To hear updated information on the Field Trip, please press 8 now", upon pressing 8, they could even be presented with a subsequent greeting "Using the number pad, please indicate the number assigned to the school activity you are interested in". In either option, the caller is delivered to the appropriate extension or virtual extension where a pre recorded message is delivered.

Operating Notes:
This example should not be misinterpreted to be the extent of the AltiServ's capabilities. This is only one example of configuring the AltiServ's extensive call handling capabilities to efficiently route calls.

AA planning is crucial. Be sure to keep the number of options to a minimum.

TIP
Careful planning is essential to reduce the complexity of the configuration.

Setup
Define preferred routing action
Decide on the result of the preferred routing action
Define and plan the Auto-Attendant Tree options
Establish Information only mailboxes on destination extensions
Record Auto attendant greeting
Record Information only mailbox greeting(s)

Configuration (Overview)
System Configuration
There are no specific configurations or requirements for the AltiServ when using the Auto Attendant and Virtual Extensions.

Extension Configuration
Action 1: Create an Extension for the destination message delivery. This will facilitate the routing of calls from the AA to the final destination. The Auto Attendant application uses this virtual extension to facilitate the delivery of recorded message.

Action 2: Create the Virtual Extensions for the Information-Only Mailboxes (if using this option). These are always Virtual Extensions.

Action 3: Record the mailbox announcements.

Auto Attendant Configuration
The Application works in conjunction with the Auto Attendant. It requires the Auto Attendant to facilitate the initial and subsequent handling of inbound calls and transferred calls that are in turn sent to Virtual Extensions.

Action 1: Create a new Auto Attendant. We recommend that you do not use ID 1 as the system automatically designates that as the default Auto Attendant. In this example, create a new AA Entry, i.e ID 2, unless otherwise preferred or when there will be no other AA entries.

Action 2: Create and select the custom prompts and greetings for each menu option/item using Phrase Management.

Action 3: Expand the AA Tree. Decide on the desired Action of each item (option). In this example, let's use item 8 as our special routing option and name it 'FieldTrip'.

Action 4: Select the previously created prompts (see Action2) for each item.

Action 5: Set Item Actions to "rout to extension", Set the 'Application' show the Virtual Extension number created for the application.

Action 6: Set the Item "&" Action to 'Level -Go to Top Level', what this does its that if the caller enters an invalid response, it repeats the specified level, alternatively, you can set it to ring to an extension, i.e. Operator.

"Area Code Routing"

AltiServ Versions:
AltiWare OE 4.5

Requirements:
Advance CallRouter License
Virtual Extensions
Physical Extensions
Workgroups
Custom Prompts (Phrase Management)

Goal
Use of the Auto Attendant and the Advance CallRouter application to deliver calls through the AltiServ where the caller can select an option in the Auto Attendant to input information (digits) and as a result of that action, the call will be specifically routed based on previously defined call routing parameters.

Scenario
Caller calls a toll free number of company to get more information for a local service center. After hearing the initial greeting of the company's AA, the caller is presented with a list of options.

One option can be "To locate the Service Center in your area by Area Code press 2", another can be "To locate your account team please using your customer number press 3". In either option, the caller is presented with the opportunity to input information, which is either a valid area code or Account Number here in our example.

Depending on the option selected and digits inputted, the collected information is sent to the Advance CallRouter where it performs a search and match, and based on that match the call is then routed to the pre-defined destination. This process remains transparent to the Caller. The destination can be to a specific workgroup, specific agent/extension, or even to an Information-only mailbox where they can hear a recording with pertinent information. If there is no match or if the caller entered an invalid response, the call can be routed to the operator for assistance or back to the AA.

One option can be "To hear updated information on the Field Trip, please press 8 now", Upon pressing 8, they could even be presented with a subsequent greeting "Using the number pad, please indicate the number assigned to the school activity you are interested in". In either option, the caller is delivered to the appropriate extension or virtual extension where a pre recorded message is delivered.

Operating Notes:
The Advance CallRouter is a passive application that requires caller interaction and well defined route rules.

This example should not be misinterpreted to be the extent of the AltiServ's capabilities. This is only one example of configuring the AltiServ's extensive call handling capabilities to efficiently route calls.

AA Planning is crucial. Be sure to keep the number of options to a minimum.

TIP:
Careful planning is essential to reduce the complexity of the configuration

Setup
Verify that you are using OE4.5.
Register the Advance CallRouter License.
Install Advance CallRouter according to the setup documentation. · Define preferred routing action · Decide on the result of the preferred routing action. · Define and plan the Auto-Attendant Tree options · Establish WGs and WG membership or Information only mailboxes. <

Configuration (Overview)
System Configuration
There are no specific configurations or requirements for the AltiServ when using the Auto Attendant and Virtual Extensions.

Extension Configuration
Action 1: Create an Extension for the destination message delivery. This will facilitate the routing of calls from the AA to the final destination. The Auto Attendant application uses this virtual extension to facilitate the delivery of recorded message.

Action 2: Create the Virtual Extensions for the Information-Only Mailboxes (if using this option). These are always Virtual Extensions.

Action 3: Record the mailbox announcements.

Auto Attendant Configuration
The Application works in conjunction with the Auto Attendant. It requires the Auto Attendant to facilitate the initial and subsequent handling of inbound calls and transferred calls that are in turn sent to Virtual Extensions.

Action 1: Create a new Auto Attendant. We recommend that you do not use ID 1 as the system automatically designates that as the default Auto Attendant. In this example, create a new AA Entry, i.e ID 2, unless otherwise preferred or when there will be no other AA entries.

Action 2: Create and select the custom prompts and greetings for each menu option/item using Phrase Management.

Action 3: Expand the AA Tree. Decide on the desired Action of each item (option). In this example, lets use Item 8 as our special routing option and name it 'FieldTrip'.

Action 4: Select the previously created prompts (see Action2) for each item.

Action 5: Set Item Actions to "rout to extension", Set the 'Application' show the Virtual Extension number created for the application.

Action 6: Set the Item "&" Action to 'Level -Go to Top Level', what this does its that if the caller enters an invalid response, it repeats the specified level, alternatively, you can set it to ring to an extension, i.e. Operator.

Action 7: Set the Item "&" Action to 'Level -Go to Top Level', what this does its that if the caller enters an invalid response, it repeats the specified level, alternatively, you can set it to ring to an extension, i.e. Operator.

Action 8: Repeat setup for Item 3.

Call Router Configuration
Logon Info
After installing the Advance Call Router application, connect to the AltiServ and Logon to the Virtual Extension that has been created for its use.

Action 1: Create Router Rule. Click on Router Rule and create a Route Rule for each Route Option, i.e. Route by Area Code and specify the Area Code.

Action 2: You are required to create a 'route rule' for every single Area Code and/or Account Number.

Action 3: Each route rule is very specific. Set it to perform an 'exact' match and set the routing to go to the predetermined destination. This can be a WG, extension or information-only mailbox.

Action 4: The CallRouter default action serves as a safety net. This will be the routing action for a call if there is no match to any of the route rules. For example, if a user inputs "911" for Area Code or "99999" for Account Number, there will probably be no match and hence routing will follow the default action.

"AltiGen Personal Scheduler Assistant" - Appointment and Wake Up Reminder

Feature used:
Message Reminder Option in AltiServ Voicemail
 

1) Can be use to call your specific Outcall Notification device (i.e. cell-phone) to remind yourself with a custom message of an appointment.

AltiMail users (practically everybody who has an extension) can use the Reminder Call Option as a Personal scheduler to have the system call them back to remind themselves of meetings, appointments etc - or practically anything - using it like a digital recorder or "post-it pad" as they have the option of recording a custom message in their own voice.

Example 1 - User can use this to have the system call and remind himself to pickup the signed contracts from his client on a specific date and time.

Example 2 - Out-of-office busy user can record a reminder for himself to meet his client for dinner 2 hrs ahead of the appointment.

2) AltiMail users can also use the Reminder Call option as a personal wake-up call assistant, by having the system call them at a specified time for a specific day.

Example 1 - Traveling employee can have the system call their cellular phone at 6.30am to wake them up and also to remind them of the 10am meeting.

Setup:
Login to AltiMail. (# #)
Enter Password
Select Personal options (4)
Setup Call Reminder (2)
Specify the date and time (voice prompted for Year - Month - Day - hour -minutes)
Reads back
Record your CUSTOM message
Confirm the schedule and choose the telephone number for the wake up call.

Note - Message notification has to be turned on for your extension for this to work, there must also be no call restrictions for your extension that would hinder the delivery to the outcall number.

AltiGen Personal Assistant" - Private message Delivery

Feature used:
Private Messaging option in AltiServ voicemail

Your AltiGen System as your "personal Assistant" allows you leave up to 5 private voice messages for specific callers to pick up. You can do this by leaving Private Messages at your extension that can either be retrieved by calling your extension and entering a PIN number or by entering their name. You can set up the security code for your callers by spelling the caller's name using the alphanumeric dial pad or by giving the individual a specific string of numbers (password/PIN number). Only an exact match will allow them to retrieval the message you have left for them.

Example 1 - User can leave a secure, private message for specific callers that can either be retrieved by a pin number or by dial-by-name.

Setup:
Login to AltiMail. (##)
Enter Password
Select options 5, (Private Messaging)
Press 2 to record a new message
Press # to end recording
Using the number pad, enter the recipient's name or create a numerical password
Press # to complete

When the caller calls to the extension when they reach the voice mail message they are prompted to leave a message or check for a personal message.

Music on Hold
AltiGen considers Music On Hold (MOH) to be a mandatory element of a business telephone system. Music on Hold has become so prevalent that without the functionality callers that are parked, put on hold, or queued in the system may be confused when experiencing no audio in the background.

Providing MOH on your AltiGen system is very simple. You can use any radio or CD player that has a 3.5 mm stereo plug output. Any AltiGen Triton 0x12 extension board or any configuration of the AltiGen Quantum board will accept a 3.5 mm stereo plug. Do not use a 3.5 mm Mono plug as it may short one signal pin to ground and cause a music channel failure.

Remember that even though AltiGen chassis and other industry server chassis are configured with a CD-ROM drive, is not a good device for permanent audio/music source. They are not designed for heavy or constant usage and will fail after several months. Only one audio source should be used to provide MOH input per system. If you use the Triton Analog 12-Extension Board (ALTI-TTAS-12) audio-in port for audio/music input, the first port is not available as an extension port (as it is being used for the audio port).

Your Authorized AltiGen Reseller can recommend and inexpensive CD player that has "loop play" capabilities. Businesses should use caution when using radios, as many stations have wavering frequency and telephone system closets many times have poor reception. Both of these can cause poor quality audio to be played to your callers.

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