Altigen ACM 6.7 Administrator's Manual

Max communication server

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MAX Communication Server

™

Administration

Manual

ACM 6.7

September, 2011

Table of Contents

Troubleshooting

Summary of Contents for Altigen ACM 6.7

Page 1 MAX Communication Server ™ Administration Manual ACM 6.7 September, 2011...
Page 2 AltiGen Communications, Inc. All other brand names mentioned are trademarks or registered trademarks of their respective manufacturers. AltiGen's products are protected under one or more of the following U.S. patents, with other U.S. patents pending: 6532230; 6192344; 6292549; 6493439; 6909780; 6738465; 6754202; 6766006; 6928078;...
Page 3: Table Of Contents
Workgroup View Window ........39 MAXCS ACM 6.7 Administration Manual i...
Page 4 Assigning Seat-Based Client Licenses ......41 Stopping the AltiGen Switching Service ......42 Programs Available from the Windows Start Menu .
Page 5 Using Pre-Recorded Prompts ....... . . 94 Recording Custom Phrases from the AltiGen Phone....94 Using Professionally Recorded Phrases .
Page 6 Caller ID Routing ......... . 167 iv MAXCS ACM 6.7 Administration Manual...
Page 7 Setting Answering Options ........204 MAXCS ACM 6.7 Administration Manual v...
Page 8 On the AltiGen IP Phone........
Page 9 Setting Message Notification Options ......280 MAXCS ACM 6.7 Administration Manual vii...
Page 10 Network Using NAT ........309 viii MAXCS ACM 6.7 Administration Manual...
Page 11 Rejoining a Server to the VoIP Domain ......335 Setting an Alternate Server for AltiGen IP Phones....336 Managing Domain Users .
Page 12 Setting Up the Client ........393 Install the AltiGen TAPI Service Provider on the Client ....394 Set Up Phone and Modem Options .
Page 13 Checking Extension Security ....... . . 405 Start & Stop All AltiGen Services ....... . 406 Trace Collector .
Page 14 ......... . . 449 NDEX xii MAXCS ACM 6.7 Administration Manual...
Page 15: About This Manual
Related publications include: • Hardware Telephony Manual • MaxCommunicator Manual • MaxOutlook Manual MaxAgent Manual • • MaxSupervisor Manual AltiConsole Manual • • CDR Manual • Advanced Call Router • AltiGen IP Phone User Manuals MAXCS ACM 6.7 Administration Manual...
Page 16 MAXCS ACM 6.7 Administration Manual...
Page 17: Overview
H A P T E R Overview 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.
Page 18 If your local exchange carrier provides DID service, DID calls will automatically be steered to the appropriate destination. Directory Name Announcement - the extension user’s directory name will be announced to the caller before the call rings to a phone. MAXCS ACM 6.7 Administration Manual...
Page 19 Intercom Call—by pressing #93 on an analog phone, users can make an intercom call to an AltiTouch 510 or an AltiGen IP phone. If the phone is in idle state, the phone speaker will be turned on, and the voice path is connected. If the target phone is busy, the caller will hear a busy signal.
Page 20 IP phone) to register as an IP extension. Note: A license is required to enable this feature for an extension. (Release 5.2) Station Log In/Log Out - enables system users to move an extension number from one station to another, or deactivate an extension. MAXCS ACM 6.7 Administration Manual...
Page 21: Automatic Call Distribution Features
Transfer Caller to AltiGen Voice Mail System - allows user to transfer outside caller into the AltiGen Voice Mail System by pressing FLASH # 40 while connected to the caller. Transfer Caller to AA - allows a user to transfer a call to an AA by pressing FLASH #15 and then the 2- or 3-digit AA number.
Page 22 Personal calls can also be silently listened to by a workgroup supervisor. Supervisor Barge In - allows a workgroup supervisor to barge into a call between workgroup agent and caller. Personal calls can also be barged in to by a workgroup supervisor. MAXCS ACM 6.7 Administration Manual...
Page 23: Auto Attendant (Aa) Features
OR last name when dialing by name. Data-Directed Routing - allows the routing of calls directed by the caller’s input (digit or text). Third-party applications can be used to route incoming calls based on caller information. MAXCS ACM 6.7 Administration Manual 9...
Page 24: Voice Mail Features
You have an option of being notified of all messages or only urgent messages. New and Heard Voicemails Announced - Heard voicemails are announced, as well as new and saved voicemails, when users access voicemail. MAXCS ACM 6.7 Administration Manual...
Page 25: Internet Integration Features
Exchange server too. In addition, MAXCS supports the Exchange Server 2007 Bridged access to Exchange 2007. In this mode, the AltiGen voice mail provides an option to the user to access Exchange 2007's speech enabled auto attendant. MAXCS also supports Native VM integration with Exchange 2007.
Page 26: System And Administration Features
“attacked” with false password attempts and to set default system passwords for newly created or newly assigned extensions. Out Call Routing Configuration - allows outgoing calls to be directed to particular trunk routes, based on parameters assigned in the Out Call Routing table. MAXCS ACM 6.7 Administration Manual...
Page 27: Voice Over Ip Features
Global IP Dialing Table - The IP Dialing Table is configured in Enterprise Manager. The IP Dialing Table configuration is used to create location-based routing in the Enterprise. H.323 Tie-Trunk Support - Ensures backward compatibility to systems using AltiGen’s AltiWare versions prior to 5.1.
Page 28: Multi-Site Voip Management - Enterprise Manager
Outcall restrictions for hop off calls are configurable. SIP Trunk Support - MAXCS enables AltiGen’s system to connect to IP-based trunking service providers via SIP. SIP NAT Traversal - Allows MAXCS to connect to a remote SIP phone or IPTalk behind NAT without changing the NAT setting at the remote location.
Page 29: Optional Add-On Software
Advanced CallRouter - a call handling application that matches incoming call data or collected digits against a customer’s CRM record to determine how to route the call. It has the capability to set call priority and caller’s skill level requirement. MAXCS ACM 6.7 Administration Manual 15...
Page 30: Capacities
Trends of data over time SuperQ - a Java-based application designed to queue and distribute calls for call centers with workgroups located in different geographic locations or across multiple AltiGen servers. SuperQ enables call centers to combine teams of workgroups from multiple locations into one virtual team.
Page 31 Maximum configurable agents per workgroup - 512 • Maximum active login agents per workgroup - 256 • Total configured agents per system including all workgroups - 1280 • Total agents seats (License/Head) per system - 512 MAXCS ACM 6.7 Administration Manual 17...
Page 32 Overview MAXCS ACM 6.7 Administration Manual...
Page 33: Hapter
• Installing MAX Communication Server • Installing MaxAdministrator on a network client • Uninstalling MAX Communication Server Troubleshooting • Minimum System Requirements This section lists the system requirements for MAX Communication Server ACM 6.7. MAXCS ACM 6.7 Administration Manual 19...
Page 34: Supported Operating Systems
The installation program will install JAVA JRE 1.6 automatically HMCP Requirements Operating Systems Windows 2003 with SP2 or later • Windows 2008 with SP2 • Windows 2008 R2 with SP1 • Processor Intel based 3 GHz Hyper-Thread or faster MAXCS ACM 6.7 Administration Manual...
Page 35 1 GB RAM Notes The installation program will install JAVA JRE • 1.6 automatically. Installation requires 1 GB available hard drive disk space. However, more space is required for CDR storage. Runs on stand-alone system • MAXCS ACM 6.7 Administration Manual 21...
Page 36 (MaxCommunicator and ACT! 2007, 2009 and 2010 AltiGen Clients) • System IBM/PC AT compatible system .NET Framework Microsoft .NET 2.0 framework or higher Processor 2 GHz CPU or higher Disk Space 1 GB 1 GB RAM MAXCS ACM 6.7 Administration Manual...
Page 37 • Keyboard and mouse AltiGen SDK Requirements ActiveX Control for Windows 7 • MaxCommunicator and Windows 2008 • AltiAgent Windows Vista Business Edition • Windows XP Professional with SP3 or later • MAXCS ACM 6.7 Administration Manual 23...
Page 38: Boards Supported By Acc And Acm
Triton Analog 12-Extension Board Rev A3 or above • Triton Analog 12-Trunk LS/GS Board Rev A3 or above Triton Analog 12-Trunk LS Board Rev A3 or above • • Triton Analog 8 port trunk all revisions MAXCS ACM 6.7 Administration Manual...
Page 39: Maxcs Licenses
In MAXCS 6.7, most client licenses are available in both concurrent session mode and seat-based mode. Both types can be mixed in a MAXCS system. The following licenses are available for all AltiGen 6.7 systems: Licenses for 6.7 MAXCS ACM...
Page 40: Preparation For Installation
Windows Update—Make sure your server has the recommended Windows Service • Pack or Update. • MAXCS ACM 6.7 CD ROM—The MAXCS CD ROM that contains the MAXCS 6.7 programs. • MAXCS latest update—Check to see if there is an update available to the MAXCS 6.7 Release.
Page 41: Installing Max Communication Server
Redundant System Installation—Select this option if you are setting up a redundant system. On the next screen you can select the components to install. Multi-Gateway Softswitch System Installation These are the components you have to choose from. MAXCS ACM 6.7 Administration Manual 27...
Page 42 If your system is larger, install HMCP Media Server and Softswitch on different servers. The HMCP Media Server check box is not available if the operating system is not Windows 2003 SP2 or Windows 2008. AltiGen supports HMCP Media Server only on servers provided by AltiGen. MAXCS ACM 6.7 Administration Manual...
Page 43: Redundant System Installation
If you select Gateway, the next screen requires you to assign an ID to the gateway. For detailed instructions on installing and upgrading MAXCS, AltiGen Dealers should refer to the Knowledge Base, available from the AltiGen Dealer Web Site, at https:// dealer.altigen.com.
Page 44: Uninstalling Maxcs
Windows, using the Start > Programs > Administrative Tools > Services applet. Then go to Start > Programs > Control Panel > Add/Remove Programs, and select MAX Communication Server ACM 6.7, and click Remove. Troubleshooting (Error Messages) Use this table for troubleshooting error messages encountered during software installation.
Page 45 Failed to upgrade AltiServ databases. The previous database may be corrupted. Restore the last, known working database and try again. If error persists, contact your Authorized AltiGen Dealer. MAXCS ACM 6.7 Administration Manual 31...
Page 46 Troubleshooting (Error Messages) MAXCS ACM 6.7 Administration Manual...
Page 47: Hapter
To log out, click the Logout button, or select Services > Logout . Changing the Password Select Services > Change Password to open a Change Password dialog box. You’ll be prompted to type in and verify a new password, then click OK. MAXCS ACM 6.7 Administration Manual...
Page 48: The Maxadministrator Main Window
• Opens windows where you can configure trunks, in call routing, out call routing, extensions, AltiGen IP phones, hunt groups, paging groups, line park, and MeetMe conference. You can also manage MeetMe conferences from this menu. MAXCS ACM 6.7 Administration Manual...
Page 49: Quick Access Toolbar
• Help Opens the Help window and shows the MAXCS and MaxAdministrator version. Also gives you a link to the AltiGen Technical Support web site. Quick Access Toolbar Toolbar buttons give you quick access to frequently used functions. Figure 2. MaxAdmin quick access toolbar From left to right, the toolbar buttons serve the following purposes: Login.
Page 50: Status Bar
Workgroup. Opens the Workgroup Configuration window. Shortcut for CallCenter > Workgroup Configuration. IP Phone. Opens the IP Phone Configuration window. Shortcut for PBX > AltiGen IP Phone Configuration. AA. Opens the AA Configuration window. Shortcut for System > AA Configuration.
Page 51: Extension View Window
Figure 4. Extension View window Click on any column heading to sort by that column. Click again to reverse the sort order. Double-click any extension number to open the Extension Configuration window for the selected extension. MAXCS ACM 6.7 Administration Manual 37...
Page 52: Trunk View Window
You’ll be asked to confirm the reset, and a status message will tell you if the reset was successful. Call Log View Window The Call Log View window displays the line and trunk traffic history. MAXCS ACM 6.7 Administration Manual...
Page 53: Workgroup View Window
The window displays, for the last 30 calls, the caller line or number, the callee, the starting time in 24-hour format and the length of the call. When the call is from another AltiGen system, the call is displayed as “Caller System IP Address-Extension Number.” Workgroup View Window The Workgroup View window displays data and statistics for workgroups: Figure 7.
Page 54: Current Resource Statistics Window
JB Packet Loss—the number of voice packets that have been discarded due to • jitter buffer overflow • Total Packet Loss Rate—the ratio of total number of lost packets versus total received packets MAXCS ACM 6.7 Administration Manual...
Page 55: Assigning Seat-Based Client Licenses
• MaxAgent TAPI • • • MaxSupervisor • Integration Connector MaxMobile Communicator MaxCall • • Assign extensions to seat-based licenses in the Client SEAT License Management configuration screen (License > Client SEAT License Management). MAXCS ACM 6.7 Administration Manual 41...
Page 56: Stopping The Altigen Switching Service
• From Windows, select Start > All Programs > MAX Communication Server ACM > Utilities > Start and Stop All AltiGen Services, and click the Shutdown All AltiGen Services button. This stops the MAXCS system services, including the MaxAdministrator application itself.
Page 57 Read Config—Creates a subdirectory of HTML files that shows details of your MAXCS configuration. See “Read Config” on page 411. Start and Stop All AltiGen Services—Opens a dialog box that gives you the option • to start or stop all AltiGen services by clicking a button.
Page 58 Programs Available from the Windows Start Menu MAXCS ACM 6.7 Administration Manual...
Page 59: Hapter
Country Relevant—settings for toll call prefixes and emergency numbers Audio Peripheral—settings for music on hold, system default prompts, and • overhead paging • Activity—settings for pre-defined or customized activity codes • Feature Profiles—settings for extension feature profiles MAXCS ACM 6.7 Administration Manual 45...
Page 60: Setting General Parameters
Once a server is part of a VoIP domain, you cannot change the System ID. Country Select a country for the system. This configuration ties to a tone table matched to the country's telecom interface specification. MAXCS ACM 6.7 Administration Manual...
Page 61 • Play Greeting Phrase again. To the caller, the call park sounds like being put on hold. Valid entry: 1 - 60 minutes. Select a greeting that the caller will hear before being placed on hold. MAXCS ACM 6.7 Administration Manual 47...
Page 62: Setting A System Number Plan
9 to get a trunk line. The numbering scheme requires some thoughtful planning. To set the number plan, select System > System Configuration, then click the Number Plan tab. MAXCS ACM 6.7 Administration Manual...
Page 63 7nnn extensions. Default Password The default password for newly created extensions is randomly generated by the system. (When the password is changed, it must be four to eight digits in length.) MAXCS ACM 6.7 Administration Manual 49...
Page 64 “*” to call an internal workgroup to report an urgent situation. Typical applications are: • One-digit emergency dialing • One-digit dialing to branch or headquarters over PSTN or VoIP • One-digit dialing to activate a feature code MAXCS ACM 6.7 Administration Manual...
Page 65 This feature is for internal extension users only. It does not support dialing out from voice mail. Improper configuration may cause conflict with the system numbering plan. Be sure to fully test any configuration change in this area before going “live.” MAXCS ACM 6.7 Administration Manual 51...
Page 66 5. The Manipulation option allows you to remove or add digits to a number dialed by the IP extension. The most common situation requiring this option is to hop-off a VoIP call from a remote system to a remote CO line. MAXCS ACM 6.7 Administration Manual...
Page 67: Setting Business Hours
The Business Hours tab contains group boxes for setting the business hours and days of the week for which the business or organization is in operation. The business hours schedules are used to set other system settings such as trunk, and DNIS and caller ID in-call routing. MAXCS ACM 6.7 Administration Manual 53...
Page 68 For each business hour profile, set the business schedule parameters. Parameter Description Select the days of the week on which the company does business. For example, if the company does business Monday – Friday, check the check boxes for those days. MAXCS ACM 6.7 Administration Manual...
Page 69: Routing Calls On Holidays
Incoming DID and tie trunk calls will not follow holiday routes, but go to the dialed extensions directly. To configure Holiday routings, select System > System Configuration, and then click the Holiday tab. Figure 14. System Configuration, Holiday tab MAXCS ACM 6.7 Administration Manual 55...
Page 70: Creating A Holiday Profile
5. When you are finished with the dialog box, click OK. When a new year begins, the dates on which holidays fall usually change. You can edit the dates for annual holidays, making them accurate for the new year. MAXCS ACM 6.7 Administration Manual...
Page 71: Configuring System Speed Dialing
Editing Speed Dial Entries To edit an entry, double-click the number you want to work with, or select the number and click Edit. In the dialog box that appears, edit the entry and click OK. MAXCS ACM 6.7 Administration Manual 57...
Page 72: Defining System Call Restrictions
Restrict other system users from hopping-off to make an outbound call via a tie trunk • Set 10-digit dialing area codes for using trunk access code To set up call restrictions, select System > System Configuration, then click the Call Restriction tab. MAXCS ACM 6.7 Administration Manual...
Page 73: Blocking Calls To Area Codes From All Extensions
MAXCS considers this an attack. To protect your company from theft of services, you can lock an attacked extension for the period of time you specify (10 minutes - 23 hours, 59 minutes, and 59 seconds) in the Password Check field group. MAXCS ACM 6.7 Administration Manual 59...
Page 74: Blocking All Outgoing Calls
Account Codes let you enable or force users to assign incoming and outgoing calls to particular account codes for billing, tracking, or forecasting purposes. Up to 10,000 account codes can be created. To access the Account Code tab, select System > System Configuration, then click the Account Code tab. MAXCS ACM 6.7 Administration Manual...
Page 75: Adding And Deleting Account Codes
To learn more about internal and external CDR databases and schema, refer to the CDR Search Manual. To set up Call Reports, select System > System Configuration, then click the Call Reports tab. MAXCS ACM 6.7 Administration Manual 61...
Page 76: Internal Database Configuration (Internal Log Service)
The SQL database cannot be on the same server as the MAXCS system. A system integrator or database developer will need to write a custom query to extract data from the SQL database. Note: You can send reports from a number of different systems to the same database. MAXCS ACM 6.7 Administration Manual...
Page 77: Exporting Through A Local Port
Country-Relevant Settings Note: AltiGen does not provide any SQL backup and restore utility. We strongly recommend that you use SQL Backup and Maintenance utility to perform daily backup and maintenance jobs, and use a restore utility to restore the database.
Page 78: Setting Toll Call Prefixes
Caller ID, Zoomerang, and making a call from Microsoft Outlook. Click the Automatic Dialing Plan Rules button. The following dialog box appears: MAXCS ACM 6.7 Administration Manual...
Page 79: Audio Peripheral Configuration
Music on hold • • System default beginning and update prompts for callers in queue • Overhead paging To access the Audio Peripheral configuration window, select System > System Configuration, then click the Audio Peripheral tab. MAXCS ACM 6.7 Administration Manual 65...
Page 80: Configuring Music On Hold And Recorded Announcements
C:\PostOffice\phrases\Music folder. You can replace the file with a .wav file (or an AltiGen PCM file). The .wav file must be in 8 kHz/ 8 bit/ Mono/ u-Law format. Any optional music-on-hold files included with MAXCS are in that format. You can convert your own .wav files to this format using Microsoft Windows Sound Recorder.
Page 81: Setting Greeting And Update Prompts
1. Connect overhead paging equipment to the audio out jack on a Triton telephony board. 2. On the System Configuration > Audio Peripheral tab, select Enable Overhead Paging. Use the drop-down list to select the board to which the overhead paging is attached. MAXCS ACM 6.7 Administration Manual 67...
Page 82: Activity
AltiConsole when the extension user is absent. MaxCommunicator users, MaxAgent users and AltiGen IP phone users can select from these activity codes to let others know where they are when they are away from their desks (meeting, business travel, and so on).
Page 83 #82 – Dial Tone Disabled Call Management: #26 – Station Logout #27 – Station Login #32 – Enter Account Code #33 – Do Not Disturb #36 – Call Forwarding #37 – Remote Call Forwarding MAXCS ACM 6.7 Administration Manual 69...
Page 84: Limitation
#91 – NOT READY to Receive Workgroup Call Session Types: Specify whether or not to allow an AltiGen SDK session for the extension. Note: If the extension is an IP extension, #26 / #27 is still available when the phone is in the onhook position, even if it is disabled in the extension’s feature profile.
Page 85: Hapter
With Multi-Gateway Softswitch architecture, MAXCS can control telephony boards that reside in different chassis (gateways) and make them function as a unified system. Multiple AltiGen servers can be configured as gateways. Each gateway is controlled by the MAXCS software. The following diagrams show several Multi-Gateway Softswitch deployment scenarios: Figure 26.
Page 86: Managing Gateways
The WAN network delay and latency may cause synchronization signal failure between MAXCS and the gateway. Note: An AltiGen Gateway license is required to set up a gateway. Managing Gateways Whether you are using multiple gateways or one gateway, you will perform gateway management functions in the Softswitch Component Configuration window.
Page 87: Setting Parameters
Extension users assigned to this gateway will hear different off- hook and busy tones, for example, if this parameter is set differently from the MAXCS system setting. MAXCS ACM 6.7 Administration Manual 73...
Page 88: Adding And Attaching A Gateway
This information will help you configure sufficient resources for IP phones on each gateway. Enable Media On an AltiGen-certified server, you can run the Softswitch and Server on Media Server in the same machine. (You must have a Media Softswitch Server license.)
Page 89: Detaching And Deleting A Gateway
First detach the gateway. Then select the gateway you want to delete, and click the Delete button. The gateway disappears from the window. You can add it back again, if you want, by using the Add button. MAXCS ACM 6.7 Administration Manual 75...
Page 90: Changing Gateway Id And Password
Enter the IP address and password of the gateway you want to check on, and click OK. Figure 30. Gateway Configuration Tool The window displays gateway settings, product version, and a board view for the gateway, showing each board’s name and serial number. MAXCS ACM 6.7 Administration Manual...
Page 91: Configuring The Applications Server
Configuring the Applications Server In the Softswitch Component Configuration window, Applications Server tab, configure the IP address of the Voice Message server and the Enterprise server. Figure 31. Softswitch Component Configuration window, Applications Server tab MAXCS ACM 6.7 Administration Manual 77...
Page 92 Configuring the Applications Server MAXCS ACM 6.7 Administration Manual...
Page 93: Voice Mail Configuration
Managing Messages The Messaging tab in the Voice Mail Configuration window provides for setting basic parameters and options for messaging, including message notification retry attempts, message management options, recording options, and e-mail activation and usage. MAXCS ACM 6.7 Administration Manual 79...
Page 94: Setting Message Notification Retries
The number of minutes between retry attempts. Five minutes is Minutes the minimum and 60 minutes is the maximum interval allowed. Choices are in 5-minute increments. The default is 5 minutes. Setting Message Management Options Set voice mail message confirmation and warning parameters: MAXCS ACM 6.7 Administration Manual...
Page 95: Setting Message Recording Options
200–2000 ms (.2– 2 seconds). Setting Exchange Integration Options Set Exchange integration options. Access to these options requires an AltiGen Exchange Integration License. To assign this license to an extension, see “Assign Exchange Integration License” on page 196.
Page 96 Bridged Access to Through bridged access integration, via a SIP connection, Exchange 2007 AltiGen’s Voice Mail System provides an option to the user to directly access Exchange Unified Messaging (by pressing 7 in extension voice mail after entering the password). Once connected, users can check and reply to e-mail, manage calendars, and send messages.
Page 97: Setting E-Mail Messaging Options
To turn on the message waiting light on the desktop phone and allow AltiGen CTI client applications to manage voice mails, the voicemail files are replicated back to MAX Communication Server. When a voicemail file is heard, marked save, or deleted from an AltiGen client application, the voicemail attribute is changed in the Exchange 2007 server accordingly.
Page 98: Creating Distribution Lists
MaxCommunicator or MaxAgent user applications. To configure distribution lists, select System > Voice Mail Configuration, then click the Voice Mail Distribution List tab. Figure 33. Voice Mail Configuration, Voice Mail Distribution List tab MAXCS ACM 6.7 Administration Manual...
Page 99: Defining A Distribution List
Non-Member list. You can select multiple names by using Shift-click or Ctrl-click. 4. Click Apply to save your changes, or click OK to save and close the Voice Mail Configuration window. MAXCS ACM 6.7 Administration Manual 85...
Page 100 Creating Distribution Lists MAXCS ACM 6.7 Administration Manual...
Page 101: Hapter
2. Record phrases for each menu level or use the pre-recorded phrases that are available to you. See “Phrase Management” on page 93 for more details on how to MAXCS ACM 6.7 Administration Manual 87...
Page 102: Example: Aa Planning
The first 16 AAs are provided with the menus blank. You can edit these as described in “Configuringing Auto Attendants” on page 89. You don’t need to add a new AA if you’re going to use 16 or fewer. MAXCS ACM 6.7 Administration Manual...
Page 103: Configuringing Auto Attendants
Configuringing Auto Attendants To configure an AA, click the AA Configuration button, or select System > AA Configuration. When the AA Select window appears, select an AA in the list and click the Edit button. MAXCS ACM 6.7 Administration Manual 89...
Page 104: Configuring Menu Items
Fourth step—Set Call SKLR (Skill Level Requirement) for MAXCS ACM skill-based routing. You can assign an SKLR from 1-9 to the caller who selects this menu item. If this box is not checked, go to the next step without delay. MAXCS ACM 6.7 Administration Manual...
Page 105 The call back number needs to include the toll call prefix and area code for long distance and international calls. The trunk or route access code is not required when entering a call back number. MAXCS ACM 6.7 Administration Manual 91...
Page 106 If failed, the system executes the menu item you define as a fail over action. To use the Collect Digits action: 1. Select the Adv. - Collect Digits action, then set additional parameters. Figure 36. Collect digits • Text Tag—a tag name, which is critical for the following operations: MAXCS ACM 6.7 Administration Manual...
Page 107: Making Auto Attendant Assignments
You might also want to give callers the option of hearing prompts in another language. For information on configuring for a multilingual AA, see “Multilingual Configuration” on page 97. This section covers information on how to use pre-recorded phrases, record custom phrases, and use professionally recorded phrases. MAXCS ACM 6.7 Administration Manual 93...
Page 108: Using Pre-Recorded Prompts
Recording Custom Phrases from the AltiGen Phone Note: If you have an AltiGen SDK license, you can use the AltiGen Custom Phrase Manager discussed in “AltiGen Custom Phrase Manager” on page 417. This application has a graphical user interface that makes recording phrases easier.
Page 109: Using Professionally Recorded Phrases
Recording studios such as Worldly Voices provide professionally recorded prompts as electronic files that can be installed and used on the MAXCS system. (See the AltiGen web site, at www.altigen.com, for more information. Click Customer at the top of the page, and then click Resources for Creating Professional Voice Prompts.)
Page 110 Phrase Management MAXCS ACM 6.7 Administration Manual...
Page 111: Hapter
This eliminates the caller having to select a language. Note: The MAXCS multilingual feature requires the purchase of an AltiGen Multilingual License. Configuration Overview Configuring multilingual features involves most or all of the following actions, which are discussed in subsequent sections: •...
Page 112: Creating Language Phrase Packages
AltiGen authorized distributors in each country will perform localization procedures to create language packages, including syntax rules for numbers and sentence structure for their local market. For international customers, please contact the authorized AltiGen distributor in your country to obtain localized language phrases. Storing Language Phrase Packages Additional language phrases (system and custom) and syntax styles need to be copied to the correct directory before system startup, so that the system can recognize them.
Page 113: Configuring For A Multilingual System
3. Enter a description for the language. This description will appear elsewhere in the graphical user interface, for example in the Extension Configuration window and the AA tab in this screen. Click OK. 4. Repeat these steps for each language you want to add. MAXCS ACM 6.7 Administration Manual 99...
Page 114: Enabling Multilingual Support In The Auto Attendant
Note: This configuration is on top of the regular AA configuration. The system will execute the regular AA action items after a language preference is selected by the caller. MAXCS ACM 6.7 Administration Manual...
Page 115: Configuring The Extension
Extension User Can Change Language Setting Extension users can change the extension’s language setting by using feature code #12, if feature code #12 is configured on the System > Multilingual Configuration > Feature Code tab. MAXCS ACM 6.7 Administration Manual 101...
Page 116 To enable feature code #12: 1. In System > System Configuration > Feature Profiles tab, check the #12 - language setting check box. 2. Click OK. Allows extension user to specify his extension’s language setting using #12 MAXCS ACM 6.7 Administration Manual...
Page 117: Using Dnis To Set The Language
2. Click the Add button to add a number. 3. Select where you want to route callers who have dialed that number. 4. Select the appropriate language from the Language Setting drop-down list. 5. Click Apply. MAXCS ACM 6.7 Administration Manual 103...
Page 118: Which Language Will Be Used
5. If DNIS is configured for language setting, the external caller hears the prompts in the language specified by the number he dialed. 6. In any other case, the system default language is used. MAXCS ACM 6.7 Administration Manual...
Page 119: Hapter
• bgn for barge-in call sm for a silent monitor call • • trk(bbcc) for an inbound trunk call without caller ID. bb is the board logical ID and cc is the channel ID MAXCS ACM 6.7 Administration Manual 105...
Page 120: Configuring Call Recording
Central Location directory. An FTP folder must be created for the Central Location, so that it can be fully accessible through FTP. The FTP Path must be pointed to the Central Location. MAXCS ACM 6.7 Administration Manual...
Page 121: Using A Remote Shared Directory
1. From the desktop, select Map Network Drive from the Tools menu. Figure 43. Map Network Drive 2. In the dialog box, click the Sign up for online storage or connect to a network server link. MAXCS ACM 6.7 Administration Manual 107...
Page 122 Figure 44. “Sign up for online storage or connect to a network server” link This starts the Add Network Place Wizard. Figure 45. Add Network Place Wizard 3. Click Next. You’ll see the screen below: Figure 46. Add Network Place Wizard MAXCS ACM 6.7 Administration Manual...
Page 123 Click View some examples for correct formatting. Then click Next.The following screen is displayed: Figure 48. Add Network Place Wizard - Shortcut Name 6. Type in a name for the network place and click Next. A confirmation screen appears: MAXCS ACM 6.7 Administration Manual 109...
Page 124 7. Click Finish. The network place you created should appear on the desktop. Figure 50. Network Place Created 8. In the Recording Configuration window, use the Browse button to select the network place as the destination folder. Figure 51. Recording Configuration Window MAXCS ACM 6.7 Administration Manual...
Page 125: Hapter
An APC license (concurrent session) • A separate application extension to log in to for each application For more information about SDK, please send e-mail to sdksupport@altigen.com. Application Extension Setup Note: Before you begin, make sure a Trunk Control APC SDK Session license is registered and activated for your system.
Page 126: Application Failover Plan
The options are: • AA—select the auto attendant number to use in the drop-down list under the option. AA settings are configured in System > AA Configuration. • Extension—select an extension from the drop-down list. MAXCS ACM 6.7 Administration Manual...
Page 127: Application Information
If a third-party application is connecting to this extension, make sure the application is properly set to log into the application extension. If the third-party application is logged in, the status shown in Figure 52 on page 112 changes to “connected.” MAXCS ACM 6.7 Administration Manual 113...
Page 128 Application Extension Setup MAXCS ACM 6.7 Administration Manual...
Page 129: Trunk Configuration
To find out channel information, right-click a trunk in the Trunk View window (shown in Figure 55, below), and select Channel Physical Location. The Channel Information box appears, displaying logical board ID, board name, channel group type, and channel MAXCS ACM 6.7 Administration Manual 115...
Page 130: Opening The Trunk Configuration Window
Double-click a trunk in the Trunk View window. Selecting Channel Properties from the right-click menu in Trunk View bypasses the general Trunk Configuration window to open a trunk properties window specific to the selected trunk. Figure 55. Trunk View window MAXCS ACM 6.7 Administration Manual...
Page 131: Selecting Trunks To Set Attributes
Select the trunks you want to apply changes to, then click OK. (Use Ctrl+click and Shift+click to select several trunks.) This applies changes to multiple trunks for only the attribute or option that you changed. MAXCS ACM 6.7 Administration Manual 117...
Page 132: Setting General Trunk Attributes
Outgoing. Paging—This configuration is for an overhead paging equipment and requires a Loop Start trunk port. The paging equipment will provide loop current to the trunk port. MAXCS ACM 6.7 Administration Manual...
Page 133 Note: For IP tie trunks, use the IP Dialing Table in Enterprise Manager to set the dialing scheme (Enterprise Manager is available by selecting VoIP > Enterprise Network Management, or from the Windows Start menu). MAXCS ACM 6.7 Administration Manual 119...
Page 134 CO, the system will use DTMF as a way to transmit [Caller’s Extension Number] and [Target’s Extension Number] to the other side of the tie trunk. Because the format is AltiGen proprietary, you may have a problem if you enable this configuration when connecting to a non-AltiGen PBX.
Page 135: H323 Tie Trunk Properties
If you’re in the Trunk Configuration window, select a Triton VoIP channel from the trunk channels list, then click the Trunk Properties button, or just double-click the channel in the list. • If you’re in the Trunk View window, right-click the channel and select Channel Properties. MAXCS ACM 6.7 Administration Manual 121...
Page 136: Sip Trunk Properties
(ITSP), you need to configure SIP trunk channels to connect to the service. Before you start, note the following: An AltiGen SIP Trunking channel is licensed. You need to buy and register a license • to be able to configure this option.
Page 137: Configuring A Sip Trunk
SIP Server IP Address—The SIP Trunk service provider’s server IP address User Name—Assigned by the SIP Trunk service provider • • Password—Assigned by the SIP Trunk service provider • Domain—The Domain Name of the SIP Trunk service provider, if required MAXCS ACM 6.7 Administration Manual 123...
Page 138 • Enable Channel—After all above parameters are entered correctly, check this box to activate the channel. The AltiGen system will send authentication to the service provider to verify the setting. To copy the information in one row to other rows, select the row and click Copy To. Then select the rows you want to copy the information to, using CTRL+click and Shift+click to select several rows.
Page 139: Triton T1/E1 Trunk Properties
If you’re in the Trunk Configuration window, select a Triton T1/E1 channel from the trunk channels list, then click the Trunk Properties button, or just double-click the channel in the list. • If you’re in the Trunk View window, right-click the channel and select Channel Properties. MAXCS ACM 6.7 Administration Manual 125...
Page 140 None. Do not change this value unless advised. Selecting None means the system will only wait for the sequence of digits that are collected within the length of time specified in the Max. seconds before the first digit field. MAXCS ACM 6.7 Administration Manual...
Page 141: Caller Id And Did Incoming Sequence Example
In order for back-to-back T1 and tie trunk T1 configurations to perform properly, it is recommended that you use the system’s default incoming call sequences: Caller ID and DID Incoming Sequence Example The following is an example of a Caller ID and DID/DNIS incoming sequence window. MAXCS ACM 6.7 Administration Manual 127...
Page 142: Triton Analog Trunk Gs/Ls Properties
Trunk Properties button, or just double-click the channel in the list. • If you’re in the Trunk View window, right-click the channel and select Channel Properties. MAXCS ACM 6.7 Administration Manual...
Page 143 CO. In the rare case where you are not getting the best match, you can disable this feature by checking Disable Impedance Match During System Startup, and you can set the Impedance manually. MAXCS ACM 6.7 Administration Manual 129...
Page 144 0 dB The default setting is , and it is highly recommended that you not change this setting. Caution! Setting the volume too high will cause distortion in voice quality and/or missed DTMF digits. MAXCS ACM 6.7 Administration Manual...
Page 145: Performing Impedance Match On Your Own
To disable automatic impedance matching, check the Disable Impedance Match During System Startup check box. MAXCS ACM 6.7 Administration Manual 131...
Page 146: Using The Match Impedance Button
3. Request the CO to check the trunk conditions, including Line Loss, and longitudinal balance. The Match Result Button Clicking the Match Result button shows you the result you got the last time you clicked the Match Impedance button for that trunk. MAXCS ACM 6.7 Administration Manual...
Page 147: Measuring The Rx Level Of A Trunk Channel
If You Need to Improve the Rx Level If the Rx Level measurement is between -6 to -9 dB, and IP phones are used, take the following steps to increase the gain for the Triton analog trunk to IP phone connection: MAXCS ACM 6.7 Administration Manual 133...
Page 148: If You Don't Have The Milli-Watt Test Number
Figure 65. Setting Timeout to Repeat Current Level 4. Select a trunk as a testing reference—an analog trunk with a specific phone number is best—and set the trunk In Call Routing to the Test Line Loss AA. MAXCS ACM 6.7 Administration Manual...
Page 149 Set the Transmitting gain to IP Extension to 9 for the Triton Analog Trunk. (Do NOT change the gain in the trunk property of the Triton Analog Trunk Board, since it may impact the echo canceller performance.) MAXCS ACM 6.7 Administration Manual 135...
Page 150: Incoming Call Routing
Route to the operator Web IP Calls For web IP calls, you can set routing for the three time periods defined in the System Configuration window, Business Hours tab (“Setting Business Hours” on page 53): MAXCS ACM 6.7 Administration Manual...
Page 151: Outgoing Call Blocking
Schedule 1, 2, and 3 options to set up to three different time periods during which calls are allowed. You can use Apply to to apply the settings to multiple trunks. MAXCS ACM 6.7 Administration Manual 137...
Page 152 Outgoing Call Blocking MAXCS ACM 6.7 Administration Manual...
Page 153: Hapter
• • Virtual MobileExtSP Board, page 165 For information on how to install AltiGen boards, refer to the Quick Installation Guide provided with every board package. Board attributes and functions are accessible from the Boards window. MAXCS ACM 6.7 Administration Manual 139...
Page 154 Parameter Description Board Info Board Logical ID: assigned by MAXCS. Board Name: the type of board installed in the system and its physical ID. MAXCS ACM 6.7 Administration Manual...
Page 155: Using The Triton Resource Board
If the supervisor is using an IP phone, then Connect Voice Stream to Server should be checked in the Extension Configuration window so that the system can pull the caller and agent's voice stream to the resource board to allow the supervisor to tap into the conversation. MAXCS ACM 6.7 Administration Manual 141...
Page 156: Using The Triton Meetme Conference Board
LS. The LS/GS board is required when ground start trunks may be required. Double-click the board in the Boards window to open the Board Configuration window, similar to Figure 70 on page 140. See attribute descriptions below Figure 70. Note the following additional information: MAXCS ACM 6.7 Administration Manual...
Page 157: Configuring The Triton Voip Board
SIP and H.323 devices. The Triton VoIP board can be configured as a 12-port G.711/G.723.1/G.729AB or 30- port G.711 board. For limitations on configuring Triton VoIP boards and ports see AltiGen’s Telephony Hardware Manual. Configuration Double-click the TritonIP board in the Boards window to open the Board Configuration window, similar to Figure 70 on page 140.
Page 158: Configuring The Triton T1/E1 Board
You can configure the board type: either T1 or E1 to run T1 CAS, T1 PRI, or E1 CAS, E1 PRI. Additional steps are needed to further configure the CAS or PRI protocol in the Protocol Configuration window, shown in Figure 77 and Figure 78. MAXCS ACM 6.7 Administration Manual...
Page 159 Double-clicking a channel group for a Triton T1 board in the Channel Group Info pane opens a T1 or E1 Configuration dialog box, as in Figure 75 and Figure 76. Figure 75. Triton T1 configuration dialog box MAXCS ACM 6.7 Administration Manual 145...
Page 160 RAI = Remote Alarm Indicator L1 failure: <No Sync Layer 1 failure, physical Possible span mis-configuration Frames layer; no valid framing is (ESF is selected but the actual detected. framing is SF, or vice versa). Check span configuration. MAXCS ACM 6.7 Administration Manual...
Page 161 For ideally synchronized systems, Transmit and Receive Frame Slips counters should be ‘0.’ Continuous update of the frame slips counters means that transmit and receive frequencies are not equal. In this case, you should check the system and CT-Bus clock setup. MAXCS ACM 6.7 Administration Manual 147...
Page 162 If two T1/E1 boards in the same MAXCS system are connected back-to-back with a • T1/E1 span, the System Clock Master check box must be checked for the T1/E1 board that has not been designated by the CT-Bus setting as the system’s master clock to drive the CT-Bus. MAXCS ACM 6.7 Administration Manual...
Page 163: Setting Up Channels On The Triton T1/E1 Board
T1 to PRI or vice versa. Otherwise, the system will generate garbage call records to your internal or external logger service. See “Setting General Trunk Attributes” on page 118 for details. Figure 77. T1 PRI Protocol Configuration dialog box (top half) MAXCS ACM 6.7 Administration Manual 149...
Page 164 Enable Tie Trunk—check this box to enable a tie trunk. Tie trunks must terminate • to a system also configured as a tie trunk. Note: This option not available when E1 CAS is selected. Figure 79. E1 PRI Protocol Configuration dialog box (top half) MAXCS ACM 6.7 Administration Manual...
Page 165 If you select a Span Type of Regular ISDN PRI in the T1 PRI Configuration Window, use the following guidelines to set the ISDN PRI Switch mode. Figure 81. T1 PRI Switch Mode The top four settings are used for a connection to a CO switch: • AT&T 4ESS PRI MAXCS ACM 6.7 Administration Manual 151...
Page 166 Network and the other as User. For example, set one to NT DMS-100 PRI Network and the other to NT DMS-100 PRI. Austel TS014 PRI Network • • ETSI NET5PRI Network • NT DMS-100 PRI Network MAXCS ACM 6.7 Administration Manual...
Page 167 For each class, select the type of number/numbering plan from the drop-down list: • Type of Number: – Unknown International – – National Network Specific – – Subscriber Number Numbering Plan: • Unknown – MAXCS ACM 6.7 Administration Manual 153...
Page 168 An example of such service includes AT&T Megacom. Note: If your CO requires specific NSF features to be present in the call setup packet, please contact AltiGen’s Technical Support department with such information from the CO and they will help you configure it. Setting a TEI The TEI (Terminal Endpoint Identifier) defines which terminal device is communicating with the CO switch for a given message.
Page 169 If MAXCS detects the Calling Number is not accepted by the Carrier, it will always send the number you enter in the text box at the lower right side of the dialog box as the Calling Number. Enter an appropriate Calling Number in this box. MAXCS ACM 6.7 Administration Manual 155...
Page 170: Installing A Channel Service Unit (Csu)
3. T1 is turned on but channel is not in service. MAXCS provides basic troubleshooting information in the T1 Span Configuration window, described in “T1 and E1 Configuration” on page 145. Configuring Virtual Boards SIPSP and H323SP A VoIP connection typically consists of two parts. MAXCS ACM 6.7 Administration Manual...
Page 171: Configuring The Sipsp Board
SIP extension or tie trunk channels, you must stop and restart the switching and gateway services. Figure 85. SIP Signaling Channel Configuration dialog box The number of configured channels and licensed channels are displayed. MAXCS ACM 6.7 Administration Manual 157...
Page 172: Configuring The H323Sp Board
1. Process VoIP Media Stream Encode, decode, and transcode voice stream • • Detect and generate tone for IP devices Play music when device is on hold • • Process IP paging MAXCS ACM 6.7 Administration Manual...
Page 173 Softswitch system sharing the same CPU or can be in a stand-alone server with a dedicated CPU. Notes: • Do not install HMCP service in a system with AltiGen's Triton telephony board. It will cause resource conflict. Remove the Triton Resource board and MeetMe conference board from OFFICE •...
Page 174 The maximum number of resources that can be assigned to each HMCP virtual board is as follows: • G.711 VPR — 1,000 G.711/G.723/G.729 VPR — 200 • • Station Conference Members — 120 • MeetMe Conference Members — 120 • Agent Supervision Bridges — 20 Notes: MAXCS ACM 6.7 Administration Manual...
Page 175: Assign Hmcp Resources To Ip Extensions
Media Server ID to the HMCP Media Server ID if necessary. Please refer to the following scenarios. Scenario 1 - HMCP Media Server inside Softswitch Server For fewer than 200 users, you may consolidate the Softswitch and HMCP into one server as shown below. MAXCS ACM 6.7 Administration Manual 161...
Page 176 200 concurrent recording sessions, you may deploy a stand-alone HMCP Media server as shown below. The Home Media Server ID should be changed to "01" for all IP extensions, assuming HMCP Media server is using ID 01. MAXCS ACM 6.7 Administration Manual...
Page 177 Equally divide the remote works who connects to system using G.723/G.729 and assign them to different HMCP Media servers. • For the remaining IP extensions, assign extensions in a department in the same Media server. MAXCS ACM 6.7 Administration Manual 163...
Page 178: Configuring The Max1000/2000 Board
MAX 1000/2000 main board, there will be three channel groups for the 4x4xT1 card, and two channel groups for the 4x8. When one of the channel groups is selected, the Channel Mapping List reflects the selection. MAXCS ACM 6.7 Administration Manual...
Page 179: Configuring The Virtual Mobileextsp Board
MAXCS system. This single MobileExtSP board handles all mobile extensions, including those located in other gateways in a multi-gateway system. Configuring the virtual MobileExtSP board is discussed on page 232 in the chapter “Mobile Extension Configuration.” MAXCS ACM 6.7 Administration Manual 165...
Page 180 Configuring the Virtual MobileExtSP Board MAXCS ACM 6.7 Administration Manual...
Page 181: Hapter
When an incoming call comes through a trunk with Caller ID, the system can route the call to the proper extension, to the auto attendant, or to the operator, based on the Caller ID number collected. MAXCS ACM 6.7 Administration Manual 167...
Page 182: Adding And Deleting Caller Id Route Entries
You can edit any of these attributes. For each number, you can set routing for three distinct time periods defined in the Business Hours tab (see “Setting Business Hours” on page 53): MAXCS ACM 6.7 Administration Manual...
Page 183: Dnis Routing
In order to locate an entry in the DNIS table for an incoming call, a full match is required. To access DNIS routing settings, click the DNIS Routing tab in the In Call Routing Configuration window. MAXCS ACM 6.7 Administration Manual 169...
Page 184: Adding And Deleting Dnis Route Entries
For each number, you can set routing for three distinct time periods defined in the Business Hours tab (see “Setting Business Hours” on page 53): • During Business Hours • Outside Business Hours Non Workdays • MAXCS ACM 6.7 Administration Manual...
Page 185 Language Setting—lets you specify that callers who dialed the selected number will • hear prompts in the language you set here. This field will have choices only if you added sets of prompts according to the instructions in “Multilingual Configuration” on page 97. MAXCS ACM 6.7 Administration Manual 171...
Page 186 DNIS Routing MAXCS ACM 6.7 Administration Manual...
Page 187: Hapter
H A P T E R Out Call Routing Configuration There are two ways to initiate outbound dialing in an AltiGen PBX: • Using the trunk access code The trunk access code is easy to configure and use. However, it does not have the capability to resolve complicated dialing situations.
Page 188: Configuring Out Call Routing
Working with Route Definitions A route definition consists of a route name and group of trunks, listed in the order that the system will use for outgoing calls. MAXCS ACM 6.7 Administration Manual...
Page 189 Displays all trunks that are not assigned to the selected route. To create a route 1. Click Add under the route definition list. The Add an entry dialog box appears: 2. Type in a name and index number, and click OK. MAXCS ACM 6.7 Administration Manual 175...
Page 190: Setting Default Routes
T1". A "Long Distance T1" route is created for the T1 from the long distance carrier. • When a user makes a local call, the administrator wants the system to use local T1 trunks first. If local T1 trunks are busy, then the system uses local analog trunks. MAXCS ACM 6.7 Administration Manual...
Page 191: Working On Dialing Patterns
Most companies don’t need to create dialing patterns. To create a dialing pattern 1. Click the Dialing Pattern tab on the Out Call Routing Configuration window. Figure 94. Out Call Routing Configuration, Dialing Pattern tab 2. Click the Add button. MAXCS ACM 6.7 Administration Manual 177...
Page 192: Configuration Example - Solving 10-Digit Dialing
Situation: Company ABC located in Dallas, area code 214, has one PRI circuit from the local carrier. Both 214 and 972 area codes are local 10-digit dialing area codes. The carrier will reject the call if the system dials 1214 or 1972 when dialing a local call. Configuration Steps: MAXCS ACM 6.7 Administration Manual...
Page 193 1. Create a route to include all the T1 channels. 2. Apply the route to Default Routes. 3. On the Dialing Pattern tab, add two dialing patterns: “1214” and “1972”, each with a pattern length of 11. MAXCS ACM 6.7 Administration Manual 179...
Page 194 4. Define a route called “10-digit Dialing” and add all T1 channels to the route. In the “Digit Manipulation” section, check the first box, select Delete from Head, and delete 1 digit: 5. Apply the “10-digit Dialing” route to dialing pattern 1214 and 1972: MAXCS ACM 6.7 Administration Manual...
Page 195: Resolving Dialing Delay: Non-Usa/Canada Countries
Resolving Dialing Delay: Non-USA/Canada Countries When installing the AltiGen system outside of North America, you may experience dialing delay when dialing through E1/PRI trunks that are using en-bloc (buffering digits and sending all digits at once). The system dialing logic may cause a 7-second inter-digit dialing delay for en-bloc trunks.
Page 196 Resolving Dialing Delay: Non-USA/Canada Countries With this configuration, the system will see that all digits have been collected and will send digits to the CO, instead of waiting 7 seconds for the dialing to finish. MAXCS ACM 6.7 Administration Manual...
Page 197: Hapter
111. To set up an IP extension, see “Setting Up IP Extensions” on page 213. To set up a mobile extension, see “Mobile Extension Configuration” on page 231. Figure 95. Extension Configuration window There are three types of extensions: MAXCS ACM 6.7 Administration Manual 183...
Page 198: About The Apply To Button
• unavailable when the Enable IP Extension option is not checked. When Enable IP Extension is checked, it will allow the AltiGen IP phone to log on as an IP extension. About the Apply To Button A change you make to an extension can often be applied to one or more other extensions by using the Apply To button.
Page 199: Setting Personal Information
A valid password must be 4 to 8 digits (numbers or letters A-Z) in length and cannot be the same as its extension number. Basic password patterns, such as repeated digits (1111), consecutive digits strings (1234), or digits that match the extension MAXCS ACM 6.7 Administration Manual 185...
Page 200 Feature Profile—Sets an extension feature profile that includes enabling or disabling of extension features. The feature profile must first be configured by the administrator on the Feature Profiles tab of System Configuration (see “Feature Profiles” on page 77). MAXCS ACM 6.7 Administration Manual...
Page 201: Account Code
MaxCommunicator and MaxAgent. This prevents the user from seeing account codes they do not need to see. Call Recording Options The system administrator can specify the following non-workgroup call recording options for an agent extension. MAXCS ACM 6.7 Administration Manual 187...
Page 202 Insert repeating recording tone—Plays a low-volume background beep every 15 • seconds to alert the parties that the conversation is being recorded. The tone is recorded together with the conversation. The beep does not disrupt the conversation. MAXCS ACM 6.7 Administration Manual...
Page 203: Physical Location And Type
To change the location of a physical extension, select the extension number in the list of extensions, then click the Prev or Next buttons to change the board and channel settings until the location you want is displayed. Like other changes, this change isn’t finalized until you click Apply. MAXCS ACM 6.7 Administration Manual 189...
Page 204: Setting The Line Properties
Message Waiting Type of Message Waiting indicator for the phone set: Signal Type • None • FSK/SDMF—Frequency Shift Keying/Single Data Message Format indicator. • FSK/MDMF—Frequency Shift Keying/Multiple Data Message Format indicator. (Default for US/Canada installation.) MAXCS ACM 6.7 Administration Manual...
Page 205: Ip Extension Configuration
In the Phone Display field, use the Number Line and Name Line drop-down lists to select the caller information to display: Caller Number • • Caller Name • DNIS Number MAXCS ACM 6.7 Administration Manual 191...
Page 206: Configuring Group Options For An Extension
2. Click the Group tab. You see a list of groups the extension is a member of and a list of groups the extension is not a member of. If the extension is an agent, both workgroups and hunt groups are shown. If the extension is not an agent, only hunt groups are shown. MAXCS ACM 6.7 Administration Manual...
Page 207 2. Using the drop-down lists, select the minutes and seconds for the delay. Be sure to set at least enough time (for example, 5 seconds) to allow an agent to click the “Wait” button in MaxAgent after putting the caller on hold and going onhook. MAXCS ACM 6.7 Administration Manual 193...
Page 208: Setting Up Station Speed Dialing
00–19, and are entered by the user following the extension speed dial access code, #77. To work with Speed Dialing settings, click the Speed Dialing tab, then select the extension you want to set speed dialing for. MAXCS ACM 6.7 Administration Manual...
Page 209: Setting The Mailbox Options
To work with mailbox settings, select the extension number you want to work with from the Agent/Supervisor/Extension list, then click the Mail Management tab. MAXCS ACM 6.7 Administration Manual 195...
Page 210: Setting An Information-Only Mailbox
When you disable a mailbox, a special greeting is played to announce that this mailbox is not accepting new messages. Assign Exchange Integration License Check this check box if the selected extension is to be integrated with Microsoft Exchange. MAXCS ACM 6.7 Administration Manual...
Page 211: Smtp/Pop3 Setting
Voice Mail, AA, Extension, Group, Operator (default), Outside Number, Application Extension, or Line Park. When the caller presses “0”, the call will forward to the specified destination. MAXCS ACM 6.7 Administration Manual 197...
Page 212: Setting Mailbox Capacities
To work with notification settings, select the extension number from the Agent/ Supervisor/Extension list, then click the Notification tab. Figure 100. Extension Configuration, Notification tab Individual users can also configure Message Notification within the AltiGen client applications MaxCommunicator and MaxAgent. MAXCS ACM 6.7 Administration Manual...
Page 213: Setting The Message Types For Notification
Extension xxx. The extension made more than a yyy-minute call from the extension's voice mail. Please verify with the extension user." The security notification will be made only once within a call. MAXCS ACM 6.7 Administration Manual 199...
Page 214: Setting The Type Of Notification
There are four options for sending the notification or reminder message: phone, pager, extension or custom application (Custom App). • Extension—to use the Extension option, select the Extension radio button, then type the extension number into the text box. MAXCS ACM 6.7 Administration Manual...
Page 215: Setting Notification Timing
Custom App feature enables an extension to connect to an application that can receive the notification event; use the drop-down list to choose the log-on extension to which the third-party application is connected. Contact your local AltiGen dealer for more information on using this feature.
Page 216: Setting Notification Business Hours
Reminder Call to an Outside Number check box on the Restriction tab of Extension Configuration. Configuring Calling Restrictions To work with extension call restrictions, select the extension number you want to work with from the Agent/Supervisor/Extension list, then click the Restriction tab. MAXCS ACM 6.7 Administration Manual...
Page 217: Setting Call Restriction Options
All Calls Allowed Except the Defined Prefixes—In addition to System Prohibited Prefixes, you can block this extension from dialing the numbers defined in the Prefixes Disallowed boxes. Setting Other Call Restrictions Other call restriction rules can deny or allow the following: MAXCS ACM 6.7 Administration Manual 203...
Page 218: Setting Answering Options
Allowing any of these options may increase the potential for toll fraud. Make sure the password is properly configured to prevent an intruder from using this voice mail box to make an outbound call. AltiGen recommends that you leave the fourth option unchecked for all extensions at all times.
Page 219: Forwarding All Calls
To AA—select the auto attendant number to use in the drop-down list under the • option. • To an Extension—select an extension from the drop-down list. • To a Group—select a group from the drop-down list. MAXCS ACM 6.7 Administration Manual 205...
Page 220: Do Not Disturb
If you do not enable busy call handling, the caller simply hears a busy signal. To enable the options, check the Enable Busy Call Handling check box, then select from the following options: MAXCS ACM 6.7 Administration Manual...
Page 221: Setting Call Waiting Options
Enabling One Number Access This check box option is available to all extension types, but with qualifications: • It is available to physical extensions only when the Forward to Voice Mail option is selected. MAXCS ACM 6.7 Administration Manual 207...
Page 222: Configuring One Number Access
Extension list, then click the One Number Access tab. Figure 104. Extension Configuration, One Number Access tab One Number Access Options In the One Number Access tab, use the drop-down list to select an option for One Number Access: Disabled • MAXCS ACM 6.7 Administration Manual...
Page 223: Call Screening
You can set up to four different numbers. When ONA is active, the system dials the forwarding number(s) in the order they are displayed on the One Number Access tab. The Forwarding Number order does not correspond to the Schedule order. MAXCS ACM 6.7 Administration Manual 209...
Page 224: Setting Up Monitor Lists
The monitor list is available in the MaxCommunicator and MaxAgent Monitor windows, AltiConsole, and in Line Monitoring events in AltiGen SDK. WARNING! Listening in to or recording a conversation without the consent of one or both parties may be a violation of local, state, and federal privacy laws.
Page 225 Directory tab, those agents must add the remote extensions to their Monitoring lists. If they do not add the remote extensions to their Monitoring list, they will still see the remote extensions, but they will not see any activity for them. MAXCS ACM 6.7 Administration Manual 211...
Page 226 Setting Up Monitor Lists MAXCS ACM 6.7 Administration Manual...
Page 227: Hapter
H A P T E R Setting Up IP Extensions The AltiGen IP phone communicates with the system using SIP protocol to establish the signaling channel and media channel (the voice steam, using RTP protocol). With SIP implementation, the system establishes a signaling channel to an IP phone when the IP phone is in use.
Page 228 SIP Virtual Board—Establishes a logical board ID relationship with other types of physical boards in the system (displayed on Board View window as SIPSP board). SIP Signaling Channel—Creates SIP signaling channels for IP Extensions (access • through SIPSP board, Channel Group configuration). MAXCS ACM 6.7 Administration Manual...
Page 229 NAT router exists between MAXCS and remote IP phone SIP supports a direct connection of the voice stream between SIP phones. H.323 tie- trunks still require the voice stream to connect to the server. MAXCS ACM 6.7 Administration Manual 215...
Page 230 DTMF tone delivery, and ring back tone treatment (SIP Early Media). • Assign Codec to Device—Configuring codec profile to a single IP address or a range of IP addresses. Monitor Codec Usage—Viewing codec usage status. • MAXCS ACM 6.7 Administration Manual...
Page 231: Setting An Ip Extension
Using Dynamic IP Address—The system will associate the IP address to the extension when the IP phone registers automatically, or when the user logs on using #27+Enter from the AltiGen IP phone. This is the recommended setting. • Using Static IP Address—You need to enter the IP address for each IP extension.
Page 232: Setting Voip Codec For Ip Extension
In Enterprise Manager, click the Servers button > IP Codecs tab. Three local IP address ranges are pre-configured to use the G.711 codec profile: • 192.168.0.0 ~ 192.168.255.255 • 10.0.0.0 ~ 10.255.255.255 • 172.16.0.0 ~ 172.31.255.255 MAXCS ACM 6.7 Administration Manual...
Page 233 Prefer G.729 support G.723.1, if desired. To set up the VoIP codec and define IP address ranges, see “Setting VoIP Codec Profiles” on page 319 and “Assigning Codec Profiles to IP Addresses” on page 322. MAXCS ACM 6.7 Administration Manual 219...
Page 234 Setting an IP Extension MAXCS ACM 6.7 Administration Manual...
Page 235: Hapter
Configuring the AltiGen IP Phone To configure the AltiGen IP phone, select PBX > AltiGen IP Phone Configuration. This opens the AltiGen IP Phone Configuration window, where, after setting up an IP extension, you can set parameters for the extension:...
Page 236 Lets you set the digit required to enable a user to return an outside call Trunk from the Call Log. The default trunk access code can be the route access Access code, if it is set in MaxAdmin. Code MAXCS ACM 6.7 Administration Manual...
Page 237 TLS cannot penetrate NAT. IP Phone Configuration vs Enterprise Manager configuration: SIP calls from one Altigen server to another go through a SIP Tie Trunk. Configuring TLS for this scenario is done in Enterprise Manager. See “SIP Transport”...
Page 238 This setting is for a remote IP phone with a private address and behind Setting NAT. When connecting to the AltiGen system, the system will use this information to execute the NAT traversal for the IP phone. The NAT status and address are read-only fields.
Page 239: Configuring Programmable Keys And Workgroup Status
(plus the Display Workgroup Status field on the Alti-IP 600 and IP 705 phones). Programmable key settings are described in the next table. Figure 109. IP Phone Configuration window, IP 710 tab MAXCS ACM 6.7 Administration Manual 225...
Page 240 (Alti-IP 600) Upon initial installation, the lower left programmable key is set up as FLASH by default. This key can be re- assigned in MaxAdmin, using the AltiGen IP Phone Configuration window. No other programmable keys can be configured to FLASH.
Page 241: Configuring Auto-Discovery Of Server Ip Address
MAXCS to a new IP address. The administrator just needs to update the new MAXCS IP address in the DHCP server and then reboot all Altigen IP phones. The phones will automatically pick up the new MAXCS' IP address.
Page 242 Description: AltiGen Server IP Address 5. Click OK twice. 6. Under the DHCP scope you created is a field labeled Scope Options. Right-click Scope Options and select Configure Options. The Scope Options dialog box appears: MAXCS ACM 6.7 Administration Manual...
Page 243: On The Altigen Ip Phone
When you upgrade from firmware that does support Auto Discovery, the Auto Discovery setting will carry over. When the user erases the IP phone configuration by using **2 [enter] in the IP • phone menu, Auto Discovery will be enabled by default. MAXCS ACM 6.7 Administration Manual 229...
Page 244: Possible Scenarios
When You Have Two AltiGen Servers in the Same Network If there are two AltiGen servers in the same network, some IP phones will get the wrong server IP address and cause log on failure. See the warning on page 227.
Page 245: Hapter
If your company has employees working at home or servicing customers in the field, you can connect their home phones or cell phones to the AltiGen PBX, providing them with the same productivity features as if they were working in the office.
Page 246: Mobileextsp Board Overview
Softswitch machine’s \altiserv\sp\MobileSP directory. Then reboot the Softswitch. To configure the MobileExtSP Board 1. In the Boards window, double-click the MobileExtSP board. In the Board Configuration window, double-click a channel group. MAXCS ACM 6.7 Administration Manual...
Page 247 Configuring the MobileExtSP Board Figure 111. Opening the Mobile Extension Board Configuration dialog box The Mobile Extension Board Configuration dialog box appears: 2. Click the Add/Remove button to add mobile trunks. MAXCS ACM 6.7 Administration Manual 233...
Page 248 Although a whole PRI span is added, if Mobile Trunk Allocation is selected as Shared (see (see Figure 113 on page 237)), individual trunks, when idle, still can be used dynamically by normal PRI trunk traffic or mobile extensions. MAXCS ACM 6.7 Administration Manual...
Page 249: Configuring An Extension As A Mobile Extension
To configure an extension as a mobile extension, 1. Open the Extension Configuration window. 2. To assign an extension to a mobile extension port, select a virtual extension and change it to a physical extension. MAXCS ACM 6.7 Administration Manual 235...
Page 250 4. Click the Line Properties button to configure the mobile PSTN number and other options for the mobile extension. The ExtensionAnywhere Configuration - MobileExtSP dialog box opens. (Alternatively, from the Mobile Extension Board Configuration dialog box you can double-click the mobile extension port to open the ExtensionAnywhere Configuration.) MAXCS ACM 6.7 Administration Manual...
Page 251 You need to assign a mobile trunk Group ID to this extension. The system will dynamically allocate a mobile trunk port within this Group ID when the system calls out to this mobile extension number. MAXCS ACM 6.7 Administration Manual 237...
Page 252 Play Phrase Before Dial Tone—the system will play the default phrase 9037 (a special tone) and then the dial tone when the mobile extension user calls into the system through a configured DNIS Access Number. MAXCS ACM 6.7 Administration Manual...
Page 253: Additional Configuration For Maxmobile Communicator
IP address. • Assign an Altigen MaxMobile license to the extension. To do this, from the MaxAdmin main menu, select License > Client SEAT License Management. In the Client SEAT License Management dialog box, select MaxMobile in the License Types...
Page 254 Mobile Extension Limitations MAXCS ACM 6.7 Administration Manual...
Page 255: Hapter
No client application for agents to perform login/logout • The Huntgroup Configuration window provides for creating hunt groups, setting their attributes, and assigning group members. To open the Huntgroup Configuration window, select PBX > Huntgroup Configuration. MAXCS ACM 6.7 Administration Manual 241...
Page 256: Overview Of Huntgroup Configuration Window
Setting Up Huntgroups Set up new huntgroups in the Huntgroup Configuration window. MAXCS ACM 6.7 Administration Manual...
Page 257: Establishing Basic Hunt Group Attributes
DID incoming call. Enable Dial-By-Name Service—check this box to allow callers to search the list by • employee name for this hunt group extension. • Description—describe the purpose of this hunt group. MAXCS ACM 6.7 Administration Manual 243...
Page 258: Setting Call Restrictions
Allowing any of these options may increase the potential for toll fraud. Make sure the password is properly configured to prevent an intruder from using this voice mail box to make an outbound call. AltiGen recommends that you leave the fourth option unchecked for all huntgroups at all times.
Page 259: Setting Login Status For System Restart
To work with mail management settings, click the Mail Management tab, and select the hunt group number you want to work with from the Group List. MAXCS ACM 6.7 Administration Manual 245...
Page 260: Disabling A Mailbox
If you enable mail forwarding, you also specify what you want done with the original messages after they have been forwarded. In the drop-down list you can choose to: – Delete Messages after Forward – Keep the Messages as New – Keep Messages as Saved MAXCS ACM 6.7 Administration Manual...
Page 261: Setting Mailbox Playback Options
Description Announce Message Selected, the user hears the name of the message sender Sender Before Playback (internal sender only) before listening to recorded AltiGen Voice Mail System messages. Announce Time Stamp Selected, the user hears the timestamp (time and date) Before Playback of each message before playback.
Page 262: Setting The Message Types For Notification
Setting Message Notification Options Figure 118. Huntgroup Configuration, Notification tab Individual users can also configure Message Notification within the AltiGen Voice Mail System. Note: You can use Apply to to apply mailbox settings to one, some, or all huntgroups. See “Apply to Button” on page 242 for more information on using Apply to.
Page 263: Setting Notification Timing
Custom App feature enables an extension to connect to an application that can receive the notification event; use the drop-down list to choose the log-on extension to which the third-party application is connected. Contact your local AltiGen dealer for more information on using this feature.
Page 264: Setting Notification Business Hours
See “Apply to Button” on page 242 for more information on using Apply to. To work with hunt group call handling options, click the Call Handling tab in the Huntgroup Configuration window, and select the hunt group number from the Group List. MAXCS ACM 6.7 Administration Manual...
Page 265: Handling Busy Calls
The forwarding options are as follows: • To Voice Mail • To an Extension—select an extension number in the drop-down list. • To AA—select the AA to use in the drop-down list under the option. MAXCS ACM 6.7 Administration Manual 251...
Page 266: Handling Unanswered Calls
App Ext feature enables an extension to connect to an application that can receive the notification event; use the drop-down list to choose the log-on extension to which the third-party application is connected. Contact your local AltiGen dealer for more information on using this feature.
Page 267: Setting Queue Management Options
For each hunt group you can either use the system default audio peripheral configuration or you can set up a custom configuration. MAXCS ACM 6.7 Administration Manual 253...
Page 268: C Hapter
Depending on how long the caller is in the queue, the caller will hear phrases 1-5, in order, after which phrase 5 will be repeated. For information about creating custom phrases, see Chapter 7, "Auto Attendant Configuration". MAXCS ACM 6.7 Administration Manual...
Page 269: Hapter
IP zone paging by creating multiple paging groups. Implementation details: • The paging signal uses AltiGen's proprietary H.323-ATPS protocol. You need to have H.323 tie-trunk channels to be able to implement IP paging. • Each paging session requires one G.711 codec channel. The voice stream is multicast to multiple IP phones on the LAN.
Page 270 Not Member list. Use Shift+click or Ctrl+click to select several extensions from the list. 2. Click the Add button to move them to the Member list. Figure 122. Paging Group Configuration, Group Member tab MAXCS ACM 6.7 Administration Manual...
Page 271 If an IP phone in a different network segment needs to be in a paging group, you need to configure intermediate routers to pass through the IP multicast packets. • IP paging to remote IP phones over WAN is not supported. MAXCS ACM 6.7 Administration Manual 257...
Page 272 MAXCS ACM 6.7 Administration Manual...
Page 273: Hapter
LinePark tab of their MaxCommunicator or MaxAgent. The system will put the caller in queue when calls exceed the total lines assigned to • the Line Park Group. MAXCS ACM 6.7 Administration Manual 259...
Page 274: Configuring Line Park
Setting Up a Line Park Group 1. In the Line Park Configuration window, click the Add button below the Groups list. 2. Enter a name in the Add Line Park dialog box, and click OK. MAXCS ACM 6.7 Administration Manual...
Page 275 Play greeting phrase to caller when parked—Select this option to have the system play the greeting phrase you select from the drop-down box, before playing music on hold. Specify whether to play the greeting once only, or every x seconds. MAXCS ACM 6.7 Administration Manual 261...
Page 276: Deleting A Line Park Group
#51, followed by the Park Line ID. Deleting a Line Park Group 1. In the Line Park Configuration window, select a Line Park Group from the Groups list. 2. Click the Delete button below the Groups list. MAXCS ACM 6.7 Administration Manual...
Page 277: Hapter
The workgroup is an automatic call distribution (ACD) feature designed to enhance customer service operations with queuing, distribution, agent management, real-time status, and call logging capability. The AltiGen system allows up to 64 groups to be configured, including workgroups, hunt groups, and paging groups.
Page 278 View agent’s daily performance statistics • • View group’s real-time status • View group’s daily operation result • View calls in queue Be alerted to calls in queue • • Change call priority (MAXCS ACM) MAXCS ACM 6.7 Administration Manual...
Page 279 • MaxSupervisor can change a call’s priority level if the WG’s supervisor queue control option is enabled. (Allow Call Redirect/Priority Change) MAXCS ACM 6.7 Administration Manual 265...
Page 280: Creating And Configuring Workgroups
Skill Based Routing—define skill levels and skill-based routing rules. • Mail Management—set capacity and features options for extension mailboxes. Notification—set preferences and options for voice mail notifications. • • Call Handling—set call forwarding, call waiting, and call handling preferences and options. MAXCS ACM 6.7 Administration Manual...
Page 281: Setting Up Workgroups
DID Number—each workgroup can be assigned a DID number. This number does not have a fixed length, but the length must be long enough (range 2–16) for the system to match the DID incoming call. MAXCS ACM 6.7 Administration Manual 267...
Page 282: Setting Call Restrictions
Allowing any of these options may increase the potential for toll fraud. Make sure the password is properly configured to prevent an intruder from using this voice mail box to make an outbound call. AltiGen recommends that you leave the fourth option unchecked for all workgroups at all times.
Page 283: Workgroup Recording Options
System menu—see page 105); this option requires that either a shared Concurrent Recording Session license is available or that a Dedicated Recording Seat license is assigned to each workgroup member (configured in Extension Configuration). MAXCS ACM 6.7 Administration Manual 269...
Page 284 The recording session starts when the call enters the connected state and ends when hang up or flash is pressed, or when the call is transferred. The recording setting at Extension Configuration applies only to non-workgroup – calls. The recording setting at Workgroup Configuration applies only to MAXCS ACM 6.7 Administration Manual...
Page 285: Establishing Workgroup Membership
4. To change the Skill Level designation for a member, double-click the member in the Member List. The Skill Level dialog box opens. (Skill Levels are defined in “Setting Up Skill Based Routing” on page 274.) MAXCS ACM 6.7 Administration Manual 271...
Page 286: Log In/Out A Group Member
Hours profile to a group, and also configure after-hours handling for each day of the week. To set after-hours call handling, select the workgroup you want to work with from the Group List in the Workgroup Configuration window, then click the Business Hours tab. MAXCS ACM 6.7 Administration Manual...
Page 287 Contact your local AltiGen dealer for more information on using this feature. Logout All Agents For each day of the week, you can select up to three time periods for the system to automatically log out agents.
Page 288: Setting Up Skill Based Routing
In the SDK—A call's SKLR can be set in some modules, and now, we just support • APC interface, that is if a call is connected to an App Ext, this App Ext can set or change the call's SKLR MAXCS ACM 6.7 Administration Manual...
Page 289: Setting Rules For Skill Based Routing
2 are busy, and there are agents with skill level 1 and 3 who are idle, the system will keep the callers in queue waiting for an agent with skill level 2 to be available. MAXCS ACM 6.7 Administration Manual 275...
Page 290 Either use the Up/Down arrows or type in a number from 1-999. Examples Example 1: Coverage rule is Equal or Lower and Enable SKLR Escalation is checked. The above configuration means: MAXCS ACM 6.7 Administration Manual...
Page 291: Setting Workgroup Mail Management
To work with mail management settings, click the Mail Management tab, and select the workgroup number you want to work with from the Group List. MAXCS ACM 6.7 Administration Manual 277...
Page 292: Disabling A Mailbox
If you enable mail forwarding, you also specify what you want done with the original messages after they have been forwarded. In the drop-down list you can choose to: – Delete Messages after Forward – Keep the Messages as New – Keep Messages as Saved MAXCS ACM 6.7 Administration Manual...
Page 293: Setting Mailbox Playback Options
Voice Mail Access Option To allow agents of a workgroup to access the group’s voice mail in MaxAgent (MaxAgent’s WG VM tab), select the group and check Enable agents to access voice mailbox of workgroup. MAXCS ACM 6.7 Administration Manual 279...
Page 294: Setting Message Notification Options
Notification tab in the Workgroup Configuration window, and select the workgroup number from the Group List. Figure 133. Workgroup Configuration, Notification tab Individual users can also configure Message Notification within the AltiGen Voice Mail System. Note: You can use Apply to to apply mailbox settings to one, some, or all workgroups.
Page 295: Setting The Type Of Notification
Custom App feature enables an extension to connect to an application that can receive the notification event; use the drop-down list to choose the log-on extension to which the third-party application is connected. Contact your local AltiGen dealer for more information on using this feature.
Page 296: Setting Notification Business Hours
You can use Apply to to apply call restriction settings to one, some, or all workgroups. To work with workgroup call handling options, click the Call Handling tab in the Workgroup Configuration window, and select the workgroup number from the Group List. MAXCS ACM 6.7 Administration Manual...
Page 297: Handling Busy Calls
To option in the Forward All Calls section of the Call Handling tab, and select an option. The forwarding options are as follows: To Voice Mail • • To an Extension—select an extension number in the drop-down list. MAXCS ACM 6.7 Administration Manual 283...
Page 298: Handling Unanswered Calls
App Ext feature enables an extension to connect to an application that can receive the notification event; use the drop-down list to choose the log-on extension to which the third-party application is connected. Contact your local AltiGen dealer for more information on using this feature.
Page 299: Number Of Rings Before Handling
If the agent does not have wrap-up time configured, the idle time is calculated – from the end of last busy state. • Ring Average Longest Idle Member—the agent who averages being off the phone the longest: MAXCS ACM 6.7 Administration Manual 285...
Page 300 In the case where an agent belongs to multiple workgroups and there are queued calls in two or more of these workgroups, as soon as the agent becomes available, the queued call that will be distributed to this agent is determined by the Inter Workgroup Call Distribution setting. MAXCS ACM 6.7 Administration Manual...
Page 301: Queue Management - Basic
A caller can press a digit to hear different prompts or options while in queue. • You can have select FIFO (First In First Out) or LIFO (Last In First Out) for the queue overflow. If you don't have these particular needs, the Basic queue mode is recommended. MAXCS ACM 6.7 Administration Manual 287...
Page 302: Setting Queue Phrase Options
SKLR to an agent's skill level. Queue position is not meaningful when a higher priority caller can push a lower priority caller or if no agent is available to answer a particular SKLR. MAXCS ACM 6.7 Administration Manual...
Page 303: Expected Wait Time Sampling
2. Check the Enable Forward to check box and from the drop-down list, select the forwarding destination list to use if the queue length, wait time or service level settings are exceeded. If this option is not checked, calls will go to the workgroup’s voicemail. MAXCS ACM 6.7 Administration Manual 289...
Page 304: Quit Queue Option
Contact your local AltiGen dealer for more information on using this feature.
Page 305: Announcement
The Announcement tab allows for configuration of queue announcements. Figure 137. Workgroup Configuration, Advanced Queue Management, Announcement tab To configure queue announcements: 1. Select any of the following check boxes: • Use Default System Phrases Queue Position • MAXCS ACM 6.7 Administration Manual 291...
Page 306: Menu Selection
3. Use the drop-down list to select one of the following actions, then click OK or Apply. • Transfer to Extension/Other Group Transfer to AA • • Transfer to Operator Transfer to Outside Number • • Transfer to Group VM • Play prompts • No Action Disconnect • MAXCS ACM 6.7 Administration Manual...
Page 307: Queue Overflow
AA—select the auto attendant to use in the drop-down list under the option. AAs are configured in AA Configuration on the System menu. • Operator • Outside—type in the full prefix and phone number, preceded by the trunk or route access code, for example, 915102529712. MAXCS ACM 6.7 Administration Manual 293...
Page 308: Application Extension Queue Control
The Agent Logout Reason Configuration window lets you require a logout reason, and it provides for defining up to 20 reason codes. A logout history can be tracked and stored for future analysis. To access this window, select CallCenter > Agent Logout Reason Configuration. MAXCS ACM 6.7 Administration Manual...
Page 309: Maxcall Configuration
MAXCS. Then MAXCS plays the phrase the agent selected. Figure 142. MaxCall Configuration screen ID—Campaign IDs are assigned sequentially by the MAXCS system. • Campaign Name—The name you give to a calling campaign. • MAXCS ACM 6.7 Administration Manual 295...
Page 310 To edit a Transmitted CID 1. Select a campaign and click the Edit button. 2. Make your changes, and click OK. To delete a Transmitted CID Select the campaign and click the Delete button. The entry is deleted. MAXCS ACM 6.7 Administration Manual...
Page 311: Hapter
Option to announce participant's name when joining or leaving the conference. This • feature can be configured by the meeting scheduler. Meeting host can Mute/Un-Mute, and drop meeting participants using the desktop • client. • Meeting host can surrender the meeting control to another extension. MAXCS ACM 6.7 Administration Manual 297...
Page 312: Setting The Meetme Conference Extension
To open the MeetMe Conference window, do one of the following: Click the MeetMe Conference button on the toolbar. • • Select PBX > MeetMe Conference Management. This is the same application the clients use. Using this window, you can: MAXCS ACM 6.7 Administration Manual...
Page 313: Working In The Meetme Conference Window
Up/Down arrows to select the year, or you can type in a year and then press Enter. Click the Calendar button again to close the calendar. Creating a Meeting To create a meeting, click one of the Create buttons. The Create Meeting dialog box opens. MAXCS ACM 6.7 Administration Manual 299...
Page 314 Require Conference If you check this, no one can participate who does not enter Passcode the conference passcode that you supply. Passcode If you are requiring a passcode, enter it here. MAXCS ACM 6.7 Administration Manual...
Page 315 2. In the Start field, specify the start of the meeting by clicking the Down arrow and using the slide bar. 3. In the Every field, specify how often this meeting is to occur: every week, every other week, every three weeks, and so on. MAXCS ACM 6.7 Administration Manual 301...
Page 316 6. Select End after x occurrences and choose the number of times the meeting is to occur or select End by and click the Calendar button to specify a date by which the meetings will cease. MAXCS ACM 6.7 Administration Manual...
Page 317: E-Mailing A Meeting Invitation
The same template is used for all meeting invitations. To modify it, click the Update Email Template button. The following variables are included in the template: Schedule • • Meeting ID • Meeting subject • Meeting passcode MAXCS ACM 6.7 Administration Manual 303...
Page 318: Starting And Stopping A Meeting
Users are prompted to dial the meeting number. If the meeting has not yet been started, the user hears an appropriate message and can try again later. If a passcode is required, the user is prompted to enter the passcode. MAXCS ACM 6.7 Administration Manual...
Page 319: Hapter
NIC support 802.1p for 802.1p • • The following IP phone firmware: • VLAN: 2x65 or above and boot code version 12 or above • 802.1p: 2x8x (MAXCS 6.7 firmware) • Layer 2 managed switch MAXCS ACM 6.7 Administration Manual 305...
Page 320: Ethernet Ii Framing Header
VLAN IDs. The IP phone user can configure the IP phone port with voice VLAN ID and PC port with data VLAN ID. Different VLANs use a different IP network. Below is a typical VLAN setup: MAXCS ACM 6.7 Administration Manual...
Page 321 To specify the priority value The server side configuration is located in the HMCP board's Board Configuration settings or the VoIP board’s Board Configuration > Advanced setting: In MaxCommunicator/MaxAgent, the configuration is in the IPTalk configuration screen: MAXCS ACM 6.7 Administration Manual 307...
Page 322: Enabling Vlan
If you have heavier data applications running concurrently, the bandwidth reserved • for data traffic should be increased. • If your router supports multilink or TCP fragmentation, configure your WAN router to user smaller packet sizes, for example, 500 bytes. MAXCS ACM 6.7 Administration Manual...
Page 323: Wan Router Configuration
Internet provider. Network Configuration Guidelines for AltiGen IP Phones The following guidelines (specific to AltiGen IP phones) should be taken into consideration before you configure your network for use with NAT. • DHCP is recommended to reduce the risks for duplicating IP addresses. MAXCS provides seamless support for AltiGen IP phones using dynamic IP addresses.
Page 324: Configuration Guidelines For Nat
The section discusses the configuration guidelines when MAXCS is behind NAT (Network Address Translation) and communication to AltiGen IP phones, IPTalk, or another MAXCS is over WAN. AltiGen SIP phones support NAT traversal, which does not require special settings on the NAT router at the remote site.
Page 325 NAT router from 169.254.56.169 to the private IP address of MAXCS 192.168.1.2. For the Remote IP Phone Using NAT • IP Phone 3 When configuring remote IP Phone 3, you should set up the MAXCS IP address to Router 1’s public IP address — 169.254.56.169. MAXCS ACM 6.7 Administration Manual 311...
Page 326: Vpn Network Configuration Example
Configuration Guidelines for NAT Router 2 • No special configuration is needed for Router 2. Also, more than one AltiGen SIP phone can sit behind Router 2. For an H.323 IP Call from Another MAXCS on the Internet Another MAXCS can make an H.323 IP call to this MAXCS by calling the MAXCS's public IP address, which is 169.254.101.2.
Page 327 Address address of the remote gateway which can access the VPN tunnel at the branch office) Linksys is for reference only. AltiGen has not certified this product or any other router at this time. MAXCS ACM 6.7 Administration Manual 313...
Page 328 (Corporate Network) in this local private network through the VPN tunnel) Remote Security Gateway: 169.254.56.159 (specifies the public IP address of (Router 1’s public IP the corporate VPN-enabled Address gateway) MAXCS ACM 6.7 Administration Manual...
Page 329: Hapter
Internet or a private intranet data pipe. NAT Support—configure VoIP NAT traversal when the server is behind NAT using a • private IP address. IP Dialing Table—define IP dialing digits and codec for VoIP dialing to other AltiGen • systems or certified third-party IP devices. •...
Page 330: Understanding Voip Bandwidth Requirements
308.) VoIP Bandwidth requirement for WAN connection varies depending on the type of WAN. Bandwidth requirement typically is less than Ethernet requirement. Opening Enterprise Manager To open Enterprise Manager, use one of the following methods: MAXCS ACM 6.7 Administration Manual...
Page 331 If your MAXCS system is using dynamic IP addressing, you will see the following warning message when launching Enterprise Manager. Please check the Internet Protocol (TCP/IP) Properties of your server NIC interface and assign a fixed IP address to this server. MAXCS ACM 6.7 Administration Manual 317...
Page 332: Overview Of Enterprise Manager
Servers button displays the VoIP domain name, servers in the system, and server ID length. Lets you add/remove servers and change the VoIP domain master. Lets you re-route outgoing calls of global extensions and redirect AltiGen IP phones. Displays the configuration and informational tabs listed in the next section.
Page 333: Changing The Enterprise Manager Password
Information tab displays information about the selected site and lets you configure a PSTN number for global extension rerouting as a failover when the TCP/IP network is down. You may also assign an alternate server to which to redirect global AltiGen IP phones when their primary server is down.
Page 334 To open a window where you can set or modify codec profiles, click the Codec button in the Enterprise Manager toolbar. Figure 145. Codec profile setting window in Enterprise Manager Named codec profiles are listed on the left. To create a new profile, click the Add button. MAXCS ACM 6.7 Administration Manual...
Page 335 The smaller the packet length, the larger the bandwidth required. G.729 RTP Packet Lets you configure the length of the RTP packets for G.729 in Length (ms) milliseconds. The RTP packet length can be set to 10, 20 or 30 milliseconds. MAXCS ACM 6.7 Administration Manual 321...
Page 336: Assigning Codec Profiles To Ip Addresses
Note: AltiGen phones do not use TCP. TLS—Secures SIP signaling messages using Transport Layer Security. (Does not work for IP devices behind NAT; UDP will be used, instead.)
Page 337 To set IP address ranges and assign codec profiles to them, in Enterprise Manager click the IP Codec tab. By default, all private addresses are set to G.711 codec only. You can add individual IP addresses and address ranges and assign a codec to each. MAXCS ACM 6.7 Administration Manual 323...
Page 338: Defining Ip Networks
WAN bandwidth, the voice quality will be affected for all connections. It is recommended that you set a limit based on the WAN bandwidth to ensure the voice quality. To configure IP networks, click the IP Networks tab. MAXCS ACM 6.7 Administration Manual...
Page 339: Defining Your Network
If you have VPN service over public WAN, you must enter the VPN IP address range and define the Pipe as Public. If the AltiGen system and this VPN IP addresses are behind the same NAT router, you need to check the Private Network check box.
Page 340: Configuring A Public Or Intranet Pipe
G.711 - 90 kbps G.729 - 30 kbps G.723 - 24 kbps • It is recommended that you use 20ms frame size for G.711 and G.729 when configuring a Codec Profile. MAXCS ACM 6.7 Administration Manual...
Page 341: Configuring Maxcs Behind Nat
Suppose your company has a T1 line configured as half voice PRI and half data service. There are 12 remote employees using IP phones connecting to the AltiGen system. Because bandwidth is limited, you would like to regulate the bandwidth used by VoIP.
Page 342: Defining The Ip Dialing Table
You must assign an IP Trunk Access code (System Configuration > Number Plan tab) • You must set the VoIP codec profiles. To manage the IP dialing table, click the IP Dialing Table tab in Enterprise Manager: MAXCS ACM 6.7 Administration Manual...
Page 343 The left side of the window displays the VoIP domain name, the server ID length, and the name, ID and statuses of the global servers in this Domain. To add an entry to the IP Dialing Table, click the Add button below the table. MAXCS ACM 6.7 Administration Manual 329...
Page 344 (The entry will appear as “Global” in the Type column.) You can also globalize it later by selecting the entry in the IP Dialing Table and clicking the Publish as Global button below the table. MAXCS ACM 6.7 Administration Manual...
Page 345: The Multi-Site Voip Domain
The Multi-site VoIP Domain The Multi-site VoIP Domain A group of AltiGen systems can form a VoIP domain where they share the same global extension directory and call routing rules. The VoIP domain is based on VoIP framework and uses IP tie-trunks to interconnect among different sites.
Page 346 6. Click OK and wait for 5 to 60 seconds, depending on the size and configuration of the system. The display in the Enterprise Location Manager window changes to show the name of the VoIP domain and this server as Master. MAXCS ACM 6.7 Administration Manual...
Page 347: Declaring Additional Servers For The Voip Domain
2. Select VoIP > Multi-Site Domain Configuration. The Enterprise Location Manager window opens. The name of the server and the name of the AltiGen product appear in the top box. 3. Check the Allow this server to be added to domain check box.
Page 348: Adding A Server To A Voip Domain
Once a server is joined to a domain, you cannot change the System ID in MaxAdmin. To add a server to a VoIP domain 1. Click the Add button in the Global Server Location panel. MAXCS ACM 6.7 Administration Manual...
Page 349: Rejoining A Server To The Voip Domain
VoIP domain: 1. Rebuild the slave, if necessary. 2. In the VoIP > Multi-Site Domain Configuration window, make sure the slave’s Server Role is Stand-alone and that the domain name is correct. MAXCS ACM 6.7 Administration Manual 335...
Page 350: Setting An Alternate Server For Altigen Ip Phones
5. Input the address and member key, and click OK. Setting an Alternate Server for AltiGen IP Phones In a VoIP domain, you can set an alternate server to which global AltiGen IP phones will be registered when their own server (primary server) experiences a problem that interrupts phone service.
Page 351 Active Server box. This name is not editable.) With the alternate server assigned, you can now configure individual extensions/groups for redirection. See “Redirecting AltiGen IP Phones When a Server Is Down” on page 345. Note: If the alternate server assignment is removed from the configuration above, the redirection configuration is removed from all extensions and workgroups to which you assigned this feature (User button >...
Page 352: Managing Domain Users
Resolve conflicting extensions and groups to global user or back to local user (on the Resolve tab). • Relocate an extension from one location to another location with optional voice mail (on the Resolve tab). The General tab displays read-only information about the selected extension. MAXCS ACM 6.7 Administration Manual...
Page 353: Pstn Failover When The Tcp/Ip Network Is Down
When an extension is added to a system in MaxAdmin, Extension Configuration window, it can be defined as Global by checking the Global extension box. If this box is not checked, the newly added extension is a local extension. MAXCS ACM 6.7 Administration Manual 339...
Page 354 System A (Domain Master) System B System C Global Remote Remote Remote Global Remote Remote Remote Global In the event that multiple systems have a same extension or group number created, the following situations may occur: MAXCS ACM 6.7 Administration Manual...
Page 355: Changing An Extension's Scope From Local To Global
“other” Local extension. A warning box will pop up when you click the Change to Global button, asking for confirmation: MAXCS ACM 6.7 Administration Manual 341...
Page 356: Changing An Extension's Scope From Global To Local
After you change the two extensions to Local, their scope will be: Ext. System A System B System C Local Local Local Local Local Local Note: After you make the change, extensions 403 and 404 can be dialed only by the users in their own system. MAXCS ACM 6.7 Administration Manual...
Page 357: Relocating A Global Extension
2. From the To drop-down box, select a different system for the extension. 3. To move the extension’s voice mail along with the extension, check the Relocate VM check box. Then select either Relocate VM Now or Relocate VM after x hour(s). MAXCS ACM 6.7 Administration Manual 343...
Page 358 The newly created extension will use the default voice mail, mail forwarding, • notification, call handling, restriction, and monitor list settings (MaxAdmin, Extension Configuration window). Note: The administrator needs to make the proper changes for this user when the global extension is relocated by the user. MAXCS ACM 6.7 Administration Manual...
Page 359: Redirecting Altigen Ip Phones When A Server Is Down
Servers > Information tab > AltiGen IP Phone Redirect panel. The Redirect option is not available until an alternate server is assigned. Only IP phones that are global and have no conflict with the extensions of other sites can be configured to redirect.
Page 360: Configuring Departments In A Multi-Site Voip Domain
If the extension is manually relocated back to its original site, the feature is recovered. Changes to AltiGen IP Phone When Redirect Is Configured After the redirection feature is configured, the IP phone will receive the configuration of the primary and alternate server address, and store them in its local flash memory.
Page 361: Configuring Global Least Cost Routing
The target system needs to have the hop-off restriction reference properly • configured. The reference extension is set on the Call Restriction tab in System Configuration, and then that reference extension cannot have Internal Calls Only checked on the Restriction tab of Extension Configuration. MAXCS ACM 6.7 Administration Manual 347...
Page 362 Global LCR route. To edit an entry made to the Global Least Cost Routing table, select the entry you want to change, and click the Edit button. Make your changes, and click OK. MAXCS ACM 6.7 Administration Manual...
Page 363: When Information May Be Out Of Sync
Configuration, and click the Replicate from Domain button. This brings the server up-to-date with the Master. If the server is still not seeing all the information it should (this would be rare), click VoIP > Refresh Enterprise Configuration. MAXCS ACM 6.7 Administration Manual 349...
Page 364 When Information May Be Out of Sync MAXCS ACM 6.7 Administration Manual...
Page 365: Hapter
The minimum configuration for system redundancy consists of the primary Softswitch, the secondary Softswitch, gateways, Voice Mail server, External Logger, and CDR database systems. See Figure 148, “Redundancy topology". MAXCS ACM 6.7 Administration Manual 351...
Page 366: Cases When Switchover Occurs
The active system crashes or is shut down or restarted, and Automatically assume • control when active system is not available is selected in the Redundancy dialog box of the standby system (see Figure 149 on page 355). MAXCS ACM 6.7 Administration Manual...
Page 367: How Calls Are Affected When Switchover Occurs
The path is "HKEY_LOCAL_MACHINE\SOFTWARE\AltiGen Communications, Inc.\AltiWare", and the key name is "RedundCallConnectTimeout". After changing the timeout value, you must restart the server to apply the change. Requirements for Other System Components This section lists firmware and software requirements. MAXCS ACM 6.7 Administration Manual 353...
Page 368: Firmware Requirement
3. At the primary system, install MAXCS 6.7 software. The redundancy feature is disabled by default. 4. Register the Redundancy license through MaxAdmin on the primary system. MAXCS ACM 6.7 Administration Manual...
Page 369: Configuration Procedures
Enter a redundancy key (your password for redundancy; it needs to be the same for primary and secondary systems). Enter the shared Softswitch IP address. 5. Click OK or Apply when finished. At the Secondary Server 1. Power on the secondary system. 2. Install the Redundancy license. MAXCS ACM 6.7 Administration Manual 355...
Page 370: Checking The Status
Checking the Status From either the primary or secondary server, select System > Redundancy to open the Redundancy dialog box, and click the Status button in the dialog box. The Redundancy Administration window opens. MAXCS ACM 6.7 Administration Manual...
Page 371: Configuring The Nics
1. Go to Control Panel > Network Connections. Right-click on a NIC card and choose Properties. Double-click Internet Protocol (TCP/IP). 2. On the General tab of the Internet Protocol (TCP/IP) Properties dialog box, click Use the following IP address. MAXCS ACM 6.7 Administration Manual 357...
Page 372 5. Click the Advanced button, and make sure Automatic Metric is checked. Click OK. 6. Go to Control Panel > Network Connections. From the menu, select Advanced > Advanced Settings. Move the shared NIC to be the first one in the Connections panel. MAXCS ACM 6.7 Administration Manual...
Page 373: Configuring The Vm Server For Nat Support
If the Softswitch and the Voice Mail server are running behind NAT, and MaxAgent or MaxCommunicator need to traverse NAT to connect to the Softswitch and VM server, you must configure VM server NAT support in Enterprise Manager: On the Servers page, click the IP Networks tab. MAXCS ACM 6.7 Administration Manual 359...
Page 374: Monitor Status, Configure Addresses For Enterprise And Vm Servers
Monitor Status, Configure Addresses for Enterprise and VM Servers You can monitor the status and configure the addresses of the Enterprise server and the Voice Mail server. In MaxAdministrator, select System > Softswitch Component Management > Applications Server tab. MAXCS ACM 6.7 Administration Manual...
Page 375: When The Address Of The Softswitch Server Changes
VM server so that the VM server can connect to the correct softswitch. Do this using the Voice Message Server Utility. Run ...\AltiServ \exe\VMMonitor.exe to launch the utility, shown in the following figure. Click the Configure button beside the Current Server Address field to change the address. MAXCS ACM 6.7 Administration Manual 361...
Page 376: Manually Switching Over
2. Double-click the AltiGen Enterprise Service entry, and change the address in the Start Parameters field. 3. After applying the change, you have to stop and start this service again in AltiGen Java Services Manager to make the change effect. To do so, click the Stop button in the Service Status section, then click the Start button.
Page 377: Getting Notified When The System Switches Over
If you want to configure the system, you must use MaxAdministrator to log onto the active system. If you log on to the inactive system, the following message pops up. Only Redundancy and Board Configuration can be configured on the inactive system. MAXCS ACM 6.7 Administration Manual 363...
Page 378: Limitations
• Diagnostic trace settings are not synchronized between the primary and secondary servers. MAXCS ACM 6.7 Administration Manual...
Page 379 HMCP, VLAN needs one additional NIC but redundancy supports only two NICs. • If the active system needs to be shut down for maintainance, control must be manually switched from the active system to the standby system first. MAXCS ACM 6.7 Administration Manual 365...
Page 380 Limitations MAXCS ACM 6.7 Administration Manual...
Page 381: Hapter
To open the System Summary report window, select Report > System Summary, or click the Summary button on the toolbar. Figure 155. System Summary window The system summary report displays: MAXCS ACM 6.7 Administration Manual 367...
Page 382: Ip Cumulative Traffic Statistics
Total size (in bytes) of all voice packets received from other systems over the public or private IP network. Packets Lost Number of voice packets that have been lost due to prolonged delays, network congestion, or routing failure. MAXCS ACM 6.7 Administration Manual...
Page 383: Resetting Cumulative Statistics
Note: The SNMP traps are sent by the Altigen services SPServ (Softswitch up, Softswitch down traps), AltiKeep (warm start trap), and AltiServ (all other traps), so those services need to be started, or the traps will not be sent.
Page 384 Hard disk usage exceeds This trap is sent when hard disk usage of MAXCS • transitioning from below threshold to on or above threshold is detected. Default value is 80%. The minimum duration between any two consecutive traps is 30 minutes. MAXCS ACM 6.7 Administration Manual...
Page 385: List Of Traps Sent
VM server connection down (specific trap). When detecting VM server connection transitioning from up to down. • CT Proxy Service up (specific trap). When CTProxy Service connection transitioning from down to up is detected. MAXCS ACM 6.7 Administration Manual 371...
Page 386 30 minutes. Redundancy switch-over (specific trap). When a redundancy switch-over between • Primary and Secondary Softswitch is detected. This trap is reported by the newly activated Softswitch. MAXCS ACM 6.7 Administration Manual...
Page 387: Hapter
• Bridged Access to Exchange 2007 An option is provided in the AltiGen Voice Mail System menu to log in to the Exchange mailbox (option 7 in the main menu). Exchange 2007 only. To synchronize voice mail between the AltiGen mail box and the Exchange server, check the Enable Synchronization check box.
Page 388: When You Install Maxcs
100Mbps and without any Web proxies in between. • AltiGen Services must be installed and started with the user account <Domainname>\AltiGen_<AltiServSystemName>. This service account must have a mailbox in the Exchange Server that is different from the previous version.
Page 389: Exchange Integration Configuration Steps
Move the MAXCS server to the Domain. Use the AltiPassword change utility (C:\AltiServ\Exe\AltiPwdChange.exe) to change all AltiGen service accounts to run as this new user account. Note: In the future, if you need to debug you must log in to the MAXCS server with this user account.
Page 390 Figure 160. Creating a mailbox for the service account created during installation 3. In MaxAdmin, choose System > Voice Mail Configuration, then select the Exchange Integration mode you want to use, and enter the name (not the IP address) of Exchange server (see Figure 161). MAXCS ACM 6.7 Administration Manual...
Page 391 Enable Synchronization check box in the Voice Mail configuration screen.) Note: Exchange 2007 Native VM integration uses the extension number and the extension’s first and last names to link between MAXCS and Exchange. MAXCS ACM 6.7 Administration Manual 377...
Page 392: Additional Steps For Bridged Access And Native Vm Integration
Figure 164. Creating a new UM dial plan. In this example, the name of the dial plan is “LeslieXiaSS”. 2. Enter a name for the dial plan and length of extension numbers. The digit length must be the same as the extension number length in MAXCS. Then click New. MAXCS ACM 6.7 Administration Manual...
Page 393 4. Click OK. Figure 166. Changing Audio Codec to G711 5. Add your MAXCS server as a UM Gateway: Go to Organization Configuration > Unified Messaging > UM IP Gateways > New UM IP Gateway. MAXCS ACM 6.7 Administration Manual 379...
Page 394 6. If your system has multiple gateways, repeat step 5 to add all of your gateways as UM IP Gateways. 7. Associate your dial plan to the Exchange Server UM. To do this, in the Exchange Management Console, go to Server Configuration > Unified Messaging, select the server and click Properties. MAXCS ACM 6.7 Administration Manual...
Page 395: Configuring Um Settings For Each User
8. Click the UM Settings tab, click Add, and add your dial plan to the list of associated dial plans. This completes all system-wide settings in Exchange Server 2007. Configuring UM Settings for Each User With all system-wide settings in Exchange Server 2007 complete, configure the UM settings for each user. MAXCS ACM 6.7 Administration Manual 381...
Page 396 Figure 170. The policy associated with the dialing plan we just created is “LeslieXiaSS Default Policy”. 3. Enter the user’s MAXCS extension number in the Manually entered mailbox extension field (make sure the extension number is the same in MaxAdmin and the Exchange User Mailbox). MAXCS ACM 6.7 Administration Manual...
Page 397: Configuring For Out Calling From Um
Return a call from Exchange 2007 voice mail • Note: Unlike with AltiGen’s Zoomerang feature, a user calling out from voice mail cannot go back to the Exchange voice mailbox after returning the call. Configure the following in Microsoft Exchange 2007.
Page 398 UM Server in a different dial plan, and having a different country code. This is used by an auto attendant and when an Outlook Voice Access subscriber searches and tries to call the user in the directory. MAXCS ACM 6.7 Administration Manual...
Page 399 'x'. Dialed Number - Define the dialed number for the dialing rule. The dialed number is used to determine the actual dial string that is sent to the IP gateway. This number MAXCS ACM 6.7 Administration Manual 385...
Page 400 4. Assign the Dial Entry to mailbox Policies: Go to UM Mailbox Policies, select the mailbox that users belong to, open the Dialing Restrictions tab, and assign the rule group you just created. Figure 175. Assigning dial plan to mailbox policy MAXCS ACM 6.7 Administration Manual...
Page 401: Configuring In Maxadmin
Figure 176. Creating a codec profile specifically for Exchange UM In the Name field, enter a name for the new codec profile. In the Codec field, select G.711 Mu-Law. In the DTMF Delivery field, select RFC2833 MAXCS ACM 6.7 Administration Manual 387...
Page 402 Exchange Server’s IP address. 9. In MaxAdmin, go to PBX > Voice Mail Configuration. In the Exchange Integration panel, select Bridged Access to Exchange 2007 or Native VM Integration with Exchange 2007. Click OK. MAXCS ACM 6.7 Administration Manual...
Page 403: When You Create A New Mailbox User
When You Create a New Mailbox User 10. Restart all AltiGen services. Note: After all AltiGen services are restarted, voice mail access may be unavailable for 1-2 minutes. When You Create a New Mailbox User If you are using Synchronize mode, Bridged Access mode with synchronization, or Native...
Page 404: Troubleshooting Tips
Testing for Synchronization Troubleshooting Tips To check the profile for the service account 1. Log on to the MAXCS system as the AltiGen service account (for example, AltiGen_telesystem). You will need the password you set up when you installed MAXCS.
Page 405: Notes
Exchange integration for all the mailboxes, it may take up to 24 hours to initialize the Exchange integration service. On the other hand, if you have less than 100MB of voice mails on the AltiGen server, the initialization will take less than 5 minutes.
Page 406 Notes MAXCS ACM 6.7 Administration Manual...
Page 407: Hapter
Telephony Application Programming Interface (TAPI)—you can install AltiGen’s TAPI gateway to use this functionality through your MAXCS installation. An AltiGen TAPI License is required for each extension using the TAPI feature. MAXCS implements its TAPI service provider based on TAPI 2.1 and, for the Windows Vista operating system, TAPI 3.1.
Page 408: Install The Altigen Tapi Service Provider On The Client
Microsoft Outlook, Outlook Express, ACT!, or Goldmine installed on the client Network connection with TCP/IP enabled • To install AltiGen TAPI Service Provider on the client system 1. On your MAXCS CD-ROM, open the TAPI Gateway folder. 2. Open the Tapi_Client subfolder, and run SETUP.EXE.
Page 409 5. Choose AltiGen (TM) Communications Service Provider and click Configure. The AltiGen TAPI Device Detect dialog box opens. 6. In the AltiGen TAPI Device Detect dialog box, click the Configuration button to verify that the client extension is available. 7. If you have any type of error, Windows will let you know what the possible causes could be.
Page 410: Set Up Phone Dialer
Properties, and selecting Automatic as the Startup Type. Also verify that the TAPI PROXY service is started on the AltiGen server. If the two services are started, then remove AltiGen (TM) Communications Service Provider from the Phone and Modem Options dialog box (see Figure 179), and then add it back.
Page 411: Testing Tapi Service Provider On The Client System
Note: Reboot the client system after any configuration changes to make sure the changes take effect completely. Making a Call in Microsoft Outlook Before making a call, configure the Outlook New Call configuration. MAXCS ACM 6.7 Administration Manual 397...
Page 412: Changing Tapi Configuration Parameters
5. To verify that the call connects, click Start Call in the New Call window. Changing TAPI Configuration Parameters To change TAPI Configuration Parameters 1. In Windows, go to Control Panel > Phone and Modem Options. 2. In the Phone and Modem Options dialog box, click the Advanced tab. MAXCS ACM 6.7 Administration Manual...
Page 413 Changing TAPI Configuration Parameters 3. Choose AltiGen (TM) Communications Service Provider and click Configure. 4. In the AltiGen TAPI Device Detect dialog box, click Configure. 5. In the AltiGen TAPI Configuration dialog box, click Extension. 6. Enter the extension number and password of an entry you want to remove and click Remove, or enter the extension number and password of a new entry and click Add.
Page 414 Changing TAPI Configuration Parameters MAXCS ACM 6.7 Administration Manual...
Page 415: Hapter
Work/Hunt Group Converter utility Export and Import extensions utilities • If you installed AltiGen’s Custom Phrase Manager, it is available off the Start > All Programs menu. You can use this tool only if you have an AltiGen SDK license. AltiGen Board Test This is an AltiGen hardware test tool for system hang and other hardware-related problems.
Page 416: Ct-Bus Test Tool
The CT-Bus Test Tool is a tool that detects one-way connection, cross talk, bad MVIP cable and static noise problems. To run the CT-Bus Test Tool: 1. Stop AltiGen Switching Services before running this utility. 2. Launch CT-Bus Test Tool from Start > All Programs > MAXCS > Gateway Tools > CT-Bus Test Tool.
Page 417: Backing Up Files
To set backup schedules 1. In the System Data Management window, select the Schedule button to view the Backup Schedules dialog box. Figure 182. Backup Schedules dialog box MAXCS ACM 6.7 Administration Manual 403...
Page 418: Restoring Backed Up Files
MAXCS version. If incompatible files are restored, the phone system will fail to restart! 5. Click OK to start the restore process. 6. When you are finished restoring backed up files, restart the AltiGen switching services. MAXCS ACM 6.7 Administration Manual...
Page 419: Maxcs Admin & Extension Security Checker
Security characteristics to check Information on the selected extension Figure 184. MaxAdmin & Extension Security Checker Checking Extension Security Generally, an extension is considered secure if its password meets the following conditions: • Contains 4-8 digits MAXCS ACM 6.7 Administration Manual 405...
Page 420: Start & Stop All Altigen Services
Start & Stop All AltiGen Services You can start or stop all AltiGen services from the Windows Start menu: All Programs > MAXCS > Utilities > Start & Stop All AltiGen Services. MAXCS ACM 6.7 Administration Manual...
Page 421: Trace Collector
If a trace status is turned off, the AltiGen system will not produce those traces. A message box pops up if MAXCS and the gateway are not running or an important trace status is off.
Page 422 #66. The default value is 2 hours. Case Number: Enter the AltiGen case number associated with this trace collection activity. The case number will comprise the first part of the file name of the collected trace package.
Page 423 All collected files will be zipped to a single file, which will be listed in the Collected Trace Packages list box. The progress bar will display the progress of the whole process. MAXCS ACM 6.7 Administration Manual 409...
Page 424: Limitations
Voice File Converter This tool converts phrase, greeting, and music files from .wav to AltiGen format and vice versa. To open the tool, from the Windows Start menu, select All Programs > Utilities > Voice File Converter.
Page 425: Read Config
MAXCS. If the files are music files, they should be placed in the C:\PostOffice\Phrases\Music directory. A file that you want to use for music on hold must be named MusicOnWaiting. To save the AltiGen system MusicOnWaiting file, rename it before replacing it.
Page 426: Work/Hunt Group Converter
Click View to see your latest HTML file 2. Make selections in the dialog box. If you will be sending a configuration file to AltiGen Technical Support, check ReadOE Data File, and select a folder for the .dat file. 3. Click Go.
Page 427: Exporting And Importing Extensions
You can import and export extensions in a .csv file and you can import extensions from the active directory. Importing Extensions from a .csv File 1. First, back up your system configurations, using AltiGen’s System Data Management tool (Services > Utilities > System Data Management). 2. Go to Services > Utilities > Import Extensions.
Page 428 When the import is finished, a report file opens showing detailed information for every extension you attempted to import. If some fields are invalid, the system replaces them with a default value, except for the extension number field. MAXCS ACM 6.7 Administration Manual...
Page 429: Importing Extensions From The Active Directory
.txt. Importing Extensions from the Active Directory 1. First, back up your system configurations, using AltiGen’s System Data Management tool (Services > Utilities > System Data Management). 2. Go to Services > Utilities > Import Extensions from Active Directory.
Page 430: Exporting The Extensions In A Maxcs System
4. Click the Export button to save the extension configurations to a .csv file. A progress bar shows you the progress of the export. When the export is complete, a dialog box indicates how many extensions were exported. MAXCS ACM 6.7 Administration Manual...
Page 431: Altigen Custom Phrase Manager
• AltiGen Custom Phrase Manager The AltiGen Custom Phrase Manager is a Windows-based application that makes managing custom phrases easy. It displays all custom phrases in a graphical user interface. You can add or delete a phrase by clicking a button. You also can rename an existing phrase to a meaningful name, rather than pressing digits on the telephone.
Page 432: Creating A New Phrase
Buttons let you play, create and edit phrases. • Creating a New Phrase To create a new phrase, 1. Select the extension you will be using to record the phrase. 2. Click the New button. MAXCS ACM 6.7 Administration Manual...
Page 433: Playing A Phrase
4. When you are finished listening, hang up the phone and click the OK button in the AltiGen Custom Phrase Manager. Editing a Phrase Name or Description To edit the name of a phrase or its description, 1. Select the phrase you want to edit. 2. Click the Edit button. MAXCS ACM 6.7 Administration Manual 419...
Page 434: To Delete A Phrase
2. Click the Delete button. A confirmation/warning dialog box opens: 3. To delete the phrase, click Yes. The phrase is deleted from the directory and from the table in AltiGen Custom Phrase Manager. To Re-record a Phrase To re-record a phrase, 1.
Page 435: Ppendix
Continue to follow the steps below to re-check your settings for the physical layer, data link layer and signaling layer. 2. In the Board Configuration window, double-click the channel group. MAXCS ACM 6.7 Administration Manual 421...
Page 436 Do not check the System Clock Master check box because the CO is a clock provider, and the AltiGen system is synchronized to the CO. If all configurations are correct, the status should be shown as “OK,” as in Figure 186.
Page 437 The circled fields in Figure 188 represent values that depend on your country and its corresponding trunk property. Note: Consult your CO to find out if caller ID digits are provided in the lines. MAXCS ACM 6.7 Administration Manual 423...
Page 438 For 3-digit DID, set to (115)*(K)36 For 4-digit DID, set to (1115)*(K)36 For 5-digit DID, set to (11115)*(K)36 For 6-digit DID, set to (111115)*(K)36 For 7-digit DID, set to (1111115)*(K)36 For 8-digit DID, set to (11111115)*(K)36 MAXCS ACM 6.7 Administration Manual...
Page 439 For 3-digit DID, set to (115)*(K)36 For 4-digit DID, set to (1115)*(K)36 For 5-digit DID, set to (11115)*(K)36 For 6-digit DID, set to (111115)*(K)36 For 7-digit DID, set to (1111115)*(K)36 For 8-digit DID, set to (11111115)*(K)36 MAXCS ACM 6.7 Administration Manual 425...
Page 440 For 3-digit DID, set to (113)6 For 4-digit DID, set to (1113)6 For 5-digit DID, set to (11113)6 For 6-digit DID, set to (111113)6 For 7-digit DID, set to (1111113)6 For 8-digit DID, set to (11111113)6 MAXCS ACM 6.7 Administration Manual...
Page 441 For 3-digit DID, set to (115)*(K)36 For 4-digit DID, set to (1115)*(K)36 For 5-digit DID, set to (11115)*(K)36 For 6-digit DID, set to (111115)*(K)36 For 7-digit DID, set to (1111115)*(K)36 For 8-digit DID, set to (11111115)*(K)36 MAXCS ACM 6.7 Administration Manual 427...
Page 442 For 3-digit DID, set to (116)*(K)31 For 4-digit DID, set to (1116)*(K)31 For 5-digit DID, set to (11116)*(K)31 For 6-digit DID, set to (111116)*(K)31 For 7-digit DID, set to (1111116)*(K)31 For 8-digit DID, set to (11111116)*(K)31 MAXCS ACM 6.7 Administration Manual...
Page 443 For 3-digit DID, set to (115)*(K)36 For 4-digit DID, set to (1115)*(K)36 For 5-digit DID, set to (11115)*(K)36 For 6-digit DID, set to (111115)*(K)36 For 7-digit DID, set to (1111115)*(K)36 For 8-digit DID, set to (11111115)*(K)36 MAXCS ACM 6.7 Administration Manual 429...
Page 444 For 3-digit DID, set to (116)*(K)31 For 4-digit DID, set to (1116)*(K)31 For 5-digit DID, set to (11116)*(K)31 For 6-digit DID, set to (111116)*(K)31 For 7-digit DID, set to (1111116)*(K)31 For 8-digit DID, set to (11111116)*(K)31 MAXCS ACM 6.7 Administration Manual...
Page 445 For 3-digit DID, set to (115)*(K)36 For 4-digit DID, set to (1115)*(K)36 For 5-digit DID, set to (11115)*(K)36 For 6-digit DID, set to (111115)*(K)36 For 7-digit DID, set to (1111115)*(K)36 For 8-digit DID, set to (11111115)*(K)36 MAXCS ACM 6.7 Administration Manual 431...
Page 446: E1 Isdn Pri Installation
Consult your CO for “Frame Type,” “Line Code,” or “Zero Code Suppression.” Do not check the System Clock Master check box because the CO is a clock pro- vider, and our system is synchronized to the CO. If all configurations are correct, MAXCS ACM 6.7 Administration Manual...
Page 447 ISDN PRI Setting field, and click OK. Figure 190. Data Link layer What you should select in the B Channel Maintenance Message drop-down list depends on what country you reside in (see Table 2 on page 434). MAXCS ACM 6.7 Administration Manual 433...
Page 448 Restart Spain ETSI Restart Taiwan Bellcore, ETSI None Thailand ETSI Restart ETSI (for DASS II/DPNSS) Restart UK, Ireland ETSI, British Telecom ISDN None Bellcore TR 1268 Restart and Service USA, Canada AT&T TR 41449/41459 Restart MAXCS ACM 6.7 Administration Manual...
Page 449: Ppendix
• Loop Start (not recommended) Trunk Type: • • 2-Way DID (recommended) • Framing: • Super Frame (SF)/D4 Extended Super Frame (ESF) (recommended) • Line Coding: Alternate Mark Inversion (AMI) • • B8ZS (recommended) MAXCS ACM 6.7 Administration Manual 435...
Page 450: Service Parameters/Request Information For Pri
PRI service. When ordering PRI service, provide the following service request information: Equipment Information • PBX Manufacturer—AltiGen Communications, Inc. CSU/DSU—ADTRAN T1 ACE (recommended) or other CSU/DSU • MAXCS ACM 6.7 Administration Manual...
Page 451: Service Parameters/Request Information For E1
E1 service. When ordering E1 service, provide the following service request information: Equipment Information • PBX Manufacturer—AltiGen Communications, Inc. • CSU/DSU—ADTRAN T1 ACE (recommended) or other CSU/DSU Technical Information for E1 with Voice Switch Type: • Austel TS014 MAXCS ACM 6.7 Administration Manual 437...
Page 452 The CSU (channel service unit) is a device used to connect a digital trunk line coming in from the phone company to the PBX. A CSU can terminate signals, repeat signals, and respond to loopback commands sent from the central office. MAXCS ACM 6.7 Administration Manual...
Page 453: Appendixc
P P E N D I X Network Ports If MAXCS 6.7 is behind a firewall/NAT router, you must open TCP and UDP ports according to this table: For external VoIP connection through a firewall Remote AltiGen IP phone/IPTalk to phone service 10032 10060 10064 5061...
Page 454 Remote MAXCS Administrator 10068 VRManager 10040 (VRManager may not work behind NAT) TAPI Client login to MAXCS 10026 Network Assessment Tool 10010 MAXCS connects the following application through a firewall External CDR Logger Service 10027 MAXCS ACM 6.7 Administration Manual...
Page 455: Remote Ip Phones Behind Nat
For remote IP phones behind NAT, you don’t need to do any configuration. However, if the remote firewall/NAT router blocks outgoing traffic, then you will need to open the following ports on the remote firewall/NAT router: • UDP 10060 • UDP 30,000~31,000 • TCP 10064 MAXCS ACM 6.7 Administration Manual 441...
Page 456 MAXCS ACM 6.7 Administration Manual...
Page 457: Ppendix
Call 888-ALTIGEN, option 5, or 408-597-9000, option 5, and follow the prompts. Your call will be answered by one of AltiGen’s Technical Support Representatives or routed to the Technical Support Message Center if no one is available to answer your call.
Page 458: Product Repair
The intensive courses were developed under the guidance of the AltiGen corporate office with the help of dealers, installers, and customers. AltiTraining’s comprehensive curriculum is based on the same format AltiGen uses to train their engineers and dealers. Experienced telecommunications professionals teach AltiTraining classes and they bring a wealth of real-life experience to every course.
Page 459 Visit the AltiTraining web site at www.AltiTraining.com to register for a class or to get more information. You may contact AltiTraining, LLC, with additional questions: • E-mail: info@AltiTraining.com • Phone: (877) ALTI-TRAIN (or 877-258-4872). MAXCS ACM 6.7 Administration Manual 445...
Page 460 MAXCS ACM 6.7 Administration Manual...
Page 461 305 for details. 3. Check the IP address of the destination system. 4. Check the RTP and RTCP settings. Make sure UDP port numbers 49152-49199 are not assigned to other applications. RTP/RTCP stands for Real-Time Transport MAXCS ACM 6.7 Administration Manual 447...
Page 462 Device Driver is Not Running. Check the device driver. Make sure it’s installed and working properly. • Triton VoIP Board is Not Installed Properly. Refer to the Quick Installation Guide for details on proper installation of the Triton VoIP board. MAXCS ACM 6.7 Administration Manual...
Page 463: Index
8 zero substitution (B8Z8) call priority time stamp 197 caller ID routing 169 answer options 207 BLF programmable key 226 DNIS routing 171 answering huntgroup call handling 252 Block Caller Name and Number setting 90 MAXCS ACM 6.7 Administration Manual...
Page 464 401 e-mail 83 Diagnostic menu 35 name 197 client licenses, assigning 41 dialed digit translator 50 e-mail messaging options 83 CO switch, and terminal device dialing e-mail services 83 450 MAXCS ACM 6.7 Administration Manual...
Page 465 G.729 silence suppression 321 huntgroup hours 245 relocating in domain 343 G711 jitter buffer range 321 relocating in domain using #27 G711 RTP packet length 321 G723 jitter buffer range 321 security checker 405 gateway ID, server MAXCS ACM 6.7 Administration Manual...
Page 466 Manager Extension 47 Jam Bit 8 148 overview 231 jitter press any key to answer call channel group info 164 average statistic 369 MaxAdmin 33 Jitter Buffer 308 voice mail 239 getting around 33 452 MAXCS ACM 6.7 Administration Manual...
Page 467 290 pipe numbering plan 48 intranet 324 ISDN, configuring 153 intranet, configuring 326 Read Config tool 411 public 324 Realtime Transport Control Proto- public, configuring 326 col (RTP/RTCP) playback message 197 definition 447 MAXCS ACM 6.7 Administration Manual...
Page 468 Status bar information 36 Restoring files 404 Stop Switching Service 42 server IP address, in IP dialing ta- restricting tie trunk calls 60 stop/start ble 330 restrictions MAXCS services 42 service call 203 stopping AltiGen services 406 454 MAXCS ACM 6.7 Administration Manual...
Page 469 VoIP channel usage 40 TFTP server 224 Trunk View window 38 VoIP configuration 305 The 88 trunks VoIP domain tie trunk 120 paging 118 adding servers 333 tie trunks 60 setting attributes 118 extension scope 339 MAXCS ACM 6.7 Administration Manual...
Page 470 286 skill setting 274 status display 226 workgroup queue agent pick up call 194 Workgroup View window 39 wrap-up time, setting 193 zero code suppression 148 Bell 148 GTE 148 Jam Bit 8 148 456 MAXCS ACM 6.7 Administration Manual...

Altigen ACM 6.7 Administrator's Manual

About this Manual

CHAPTER 1 Overview

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System Configuration

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Media Server and Gateway Management

CHAPTER 6 Voice Mail Configuration

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Trunk Configuration

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Board Configuration

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In Call Routing Configuration

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Setting up IP Extensions

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Altigen IP Phone Configuration

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Mobile Extension Configuration

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Hunt Group Configuration

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Quick Links

Troubleshooting

Summary of Contents for Altigen ACM 6.7