Page 1 Voice Internet 01-4.5 Shaping the Future of Converged Communications...
Page 2 AltiWare™ OE Version 4.5 System Installation and Administration Manual Revised 07/2002 4403-0001-4.5...
Page 3 This is a criminal offense. Currently, we do not know of any telecommunications system that is immune to this type of criminal activity. AltiGen Communications, Inc. will not accept liability for any damages, including long distance charges, which result from unauthorized and/or unlawful use.
Page 4: Table Of Contents
AltiGen Board Installation ......33 AltiGen Board Options ....... . 34...
Page 5 VoIP Board Upgrade ....... . . 55 Shutting Down the AltiGen Switching Service ... . . 55 To Begin Upgrade .
Page 6 Changing the Password ....... . . 99 Stopping the AltiGen Switching Service ....99 HAPTER System Configuration .
Page 7 Table of Contents Setting up Call Reports ....... . 117 Internal (Local) Logging of Call Data Data .
Page 8 Table of Contents Board Installation ........152 Troubleshooting—Common Symptoms and Solutions .
Page 9 Table of Contents Setting up Station Speed Dialing ......210 Setting the Mailbox Options ......212 Setting an Information-Only Mailbox .
Page 10 Table of Contents HAPTER Auto Attendant Configuration ..... 241 Planning is Essential ....... . . 241 Adding Auto Attendants .
Page 11 Table of Contents HAPTER Data and Internet Integration ..... . 267 Network Protocol and Addressing ......267 Network .
Page 12 Table of Contents HAPTER Using TAPI ........305 System Requirements .
Page 13 How To Reach AltiGen Technical Support ....396 Tech Support on AltiGen’s Web Site....396 Unresolved Problems Escalation Procedure .
Page 14: Liability & Warranty
Except for personal injury, direct damages to tangible personal property proximately caused by AltiGen products and liability otherwise expressly assumed in a written agreement signed by AltiGen, the liability of AltiGen, its affiliates, suppliers, and authorized resellers for any claims, losses,...
Page 15: Service Requirements
In the event of equipment malfunction, all repairs should be performed by our Company or an authorized agent. It is the responsibility of users requiring service to report the need for service to AltiGen or to one of our authorized agents. Service can be obtained at your Authorized AltiGen Dealer.
Page 16 Load Number of all the devices does not exceed 100. WARNING:Changes or modifications to this unit not expressly approved in writing by AltiGen Communications, Inc. could void the user’s authority to operate this equipment. AltiWare OE System Installation & Administration Manual...
Page 17 Port Identification, Facility Interface, and Service Order Codes The following tables list the manufacturer’s network interface port designations, Facility Interface Codes (FIC), Ringer Equivalence Number (REN), or Service Codes and the network jacks for the required facilities. The facility interface and service order codes are with reference to the codes specified in Table 5 of Appendix D of FCC Form 730 Application Guide of January 1998.
Page 18 Liability & Warranty Start Services Manufacturer Port Facility Interface Network Identifier Code (FIC) Jack ALTI-TTAT-12GS O2GS2 0.5B RJ21X, RJ11 ALTI-TTAT-12 O2LS2 0.5B RJ21X, RJ11 Disruption of Network If any Quantum or Triton boards disrupt the telephone network, the telephone company can discontinue your service temporarily. If possible, the telephone company will notify you in advance.
Page 19: Important Safety Instructions
Important Safety Instructions • Read all of the instructions before attempting to operate the equipment and before connecting the power supply. • Always follow basic safety precautions to reduce the risk of fire, electrical shock, and injury to persons. • To prevent fire or shock hazard, do not expose the unit to rain, moisture, or install this product near water.
Page 20 Never touch uninsulated telephone wires or terminals unless the telephone line has been disconnected at the network interface. UL Regulatory Safety Requirements Host Computer Model AltiGen/AltiServ apparatus is approved for connection to Telecommunications Systems specified in these instructions for use AltiWare OE System Installation & Administration Manual...
Page 21 ISA bus ISA bus AltiGen complies with PCI Board specifications Rev. 2.1 (5V 32-bit). The power required by the host machine and the total of all adapter cards installed within the host environment, together with any ancillary apparatus, shall not exceed the power specification of the host machine.
Page 22 AltiGen Quantum cards, Rev. D: ALTI-CD0804UD, ALTI-CD0408UD, ALTI-CD0012UD, ALTI- DID0408UD AltiGen Triton cards: ALTI-TTAS-12, ALTI-T1E1, ALTI-TTRS-12, ALTI-TTAT- 12GS, ALTI-TTAT-12, ALTI-TTIP-4, ALTI-TTIP-8 Operating Software Provided by AltiGen: Product name OE Rev. 4.5 or above. AltiWare OE System Installation & Administration Manual...
Page 23 Power Failure In the event of a power failure, the first telephone extension on each card (except for the CD0012UD) is connected directly to the first exchange line, thus permitting access to dial the emergency services. This telephone must be powered from the PSTN or have local battery backup capable of calling the emergency services four hours after the power failure event occurs.
Page 24 Liability & Warranty Instructions for Hardwired Earth Connection A supplementary equipment earthing conductor is to be installed between the product or system and earth, that is, in addition to the equipment earthing conductor in the power supply cord. The supplementary equipment earthing conductor may not be smaller in size (8 AWG minimum, recommend 6 AWG) than the unearthed branch-circuit supply conductors.
Page 25 Safety Requirements above. When installing a system using AltiGen’s cards, note that the continued compliance to the LVD and EMC EU Directives at the system level is the responsibility of the system supplier.
Page 26 Liability & Warranty How Long the Warranty Is Effective All AltiGen Communications products are warranted for one (1) year for all parts from the date of the first end user purchase. Whom the Warranty Protects This warranty is valid only for the first end user purchaser.
Page 27 1. Take or ship the product (shipment prepaid) to your AltiGen distributor or to AltiGen Communications, Inc. All materials being returned to AltiGen must have an associated RMA number. RMA numbers are issued by AltiGen Customer Service and can be obtained by calling 1-510 252-9712. AltiGen reserves the right to refuse return of any material that does not have an RMA number.
Page 28: Preface: About This Manual
Preface: About This Manual This guide is designed for dealers, administrators, and technicians who are responsible for installation, configuration, and administration of an AltiServ system. Another manual, the AltiServ User Guide, covers the AltiServ end user features and functions such as call handling, voice mail, and web interface. This guide contains the following chapters and appendices: Chapter 1, Overview, describes the AltiServ functions, features, benefits, and new features with AltiWare OE Release 4.5.
Page 29: Related Publications
Chapter 14, Data and Internet Integration, describes setting up email, AltiReach, Exchange integration. Chapter 15, Using TAPI, describes how to configure AltiGen’s TAPI gateway to use off-the-shelf applications for calling contacts. Chapter 16, Setting Up IP Extensions, outlines procedures for setting up IP extensions using AltiGen-certified clients.
Page 30: Hapter
AltiServ Small Office (Part# ALTI-OFFICE1) The AltiServ Small Office solution is a system targeted for 8 to 25 users in the very small office market that need an affordable, entry-level capa- bilities along with the same features as AltiGen's largest systems. Components Chassis Specifications AltiWare OE 4.5...
Page 31 With included RAID support in an industrial grade chassis, AltiGen is providing a highly reliable and redundant converged PBX system. 2 AltiWare OE System Installation & Administration Manual...
Page 32: Altiserv Platforms
AltiServ Office Solutions Components Chassis Specifications AltiWare OE 4.5 4U Rack Mount Chassis w/ slide rails AltiView 4.5 1 ISA x 17 PCI (1 ISA x 11 PCI Available) AltiWare OE Documentation Package 850 mhz Intel Pentium III Processor 24-port Triton Digital T1/PRI PCI Card 512 MB RAM Three 12-port Triton Analog Station PCI 52x CDROM Drive...
Page 33: Overview
AltiGen boards into full-size ISA/PCI slots of a Windows 2000/ Windows NT Server and then installing the associated AltiWare software. AltiGen Triton boards may also be added and must be installed into PCI slots. See “System Limitations” on page 35 for details on the number of boards you can install on one system.
Page 34 Overview • Quantum Board - a telephony card that uses DSP technology to provide trunks, lines, and voice processing resources. Quantum is an ISA compatible telephony card, which is designed around open software standards to facilitate implementation of third- party-provided applications in addition to the AltiServ-provided applications.
Page 35 Key AltiServ Characteristics • Additional T1/PRI boards can be added to meet larger system requirements. The maximum number of T1/PRI boards in one system is up to six (6) T1/PRI lines (144 digital trunks). — Triton Analog Station Board - a PCI bus telephony board that supports 12 analog extensions per board.
Page 36: Pbx Features
Overview and the third party client-server call control (such as call routing applications). PBX Features The PBX features include telephone switching for making calls, answering calls, and transferring calls. For more sophisticated business applications, AltiWare provides advanced features such as workgroup call routing, multiple trunk and route access codes, scheduled call routing, and flexible call restrictions.
Page 37 Key AltiServ Characteristics destination extension on the system (Remote Call Forwarding). In OE 4.5, the limit on forwarded calls has been increased from one to ten. • Call Restrictions - restricts users from dialing specific long distance area codes and phone numbers. Reduces the risk of toll fraud. Up to 20 digits are allowed to specify area codes and/or phone numbers that are restricted system-wide;...
Page 38: C Hapter
Overview • Do Not Disturb - blocks all calls coming into a specific extension and sends them to preprogrammed destinations such as voice mail or the operator. • AltiSpan - (or Extended Caller ID) inexpensive caller ID display phones can be used to deliver functionality previously requiring the use of proprietary telephones.
Page 39 Key AltiServ Characteristics One Number Access (enhanced) - a feature that eliminates “telephone tag” by forwarding important callers to predetermined numbers, according to a designated schedule. Setup is available through the One Number Access page of Extension Configuration and/or web-based AltiReach and AltiView management.
Page 40 See “Planning is Essential” on page 241 for more information. • Transfer to AltiGen Voice Mail System - allows anyone in the office to send an outside user into the AltiGen Voice Mail System by pressing FLASH # 40 while connected to the user. •...
Page 41: Automatic Call Distribution Features
Key AltiServ Characteristics • Flexible Wrapup Times and Inter Call Delays - can be used to set delays before the system sends the next call to an extension. Further, the user can manually set the extension state to Ready or Not Ready to receive calls.
Page 42 Overview • Multiple Queue Announcements - allows each workgroup to have its own set of unique audio announcements. Up to five announcements can be configured for each workgroup. The intervals between announcements can also be configured. See “Setting up Workgroups” on page 203 for more information on this feature.
Page 43 Key AltiServ Characteristics the number of rings configured, the system can direct the call to the next available workgroup member. The system can also ring the longest idle member or ring all available members. In OE 4.5, calls encountering RNA among all agents can be automatically directed to an alternate destination.
Page 44: Automated Attendant Features
Overview Automated Attendant Features The Auto Attendant features provide quick and courteous processing of all incoming calls. An Auto Attendant can be configured to serve as a primary Attendant or as a backup to a receptionist. Auto Attendant features include: Dial By Name (enhanced) - allows a caller who does not know your extension number to spell your name using the telephone key pad.
Page 45: Altigen Voice Mail Features
It allows greater accessibility, faster reply time between parties, and reduces the frustration of telephone tag. The AltiGen Voice Mail System is described in the AltiServ User Guide. A summary of voice messaging features include the following: •...
Page 46 Overview messages and make other calls not associated with a message, all with one call into the AltiGen Voice Mail System. This can result in significant savings. The use of this privilege is configurable on a per- user basis. •...
Page 47: Internet Integration Features
Mail System prompt the system to automatically call the party who left the message, and then return to the AltiGen Voice Mail System to continue checking messages, all in a single call into the AltiGen Voice Mail System. If the caller ID information is not captured, the user may enter the “call back”...
Page 48: System Administration Features
The user can record a voice message using a telephone handset or microphone on a multi-media PC and attach it to the AltiGen Voice Mail System for delivery to an internal user (LAN) or an external user (internet) who can listen to it from the PC. The recipients of the AltiServ system also have the option of listening to annotated messages from the handset.
Page 49 RTM data. Configuration Reader - a tool that summarizes details of your AltiWare configuration, so you can send a single file to AltiGen Tech Support if needed. • DNIS Routing Tables - incoming trunk calls can be routed to trunks to Auto Attendants, extensions, workgroups, etc., based on DNIS digit...
Page 50: T1/Pri Features
Overview • Split Area Code Support - allows you to identify area codes and prefixes that are exceptions to the standards of how area codes and long distance prefixes are normally used. For example, this configuration allows the system to treat calls to certain areas as local calls.
Page 51 Key AltiServ Characteristics • AltiServ-to-AltiServ Networking Capability - multiple AltiServ systems at the same or remote locations can be linked through an IP network. Also, this feature provides toll savings on long distance calls by allowing users to dial a remote AltiServ system via an IP trunk and then the destination phone number through PSTN.
Page 52: Voice Over Ip Session Support Altiserv Features
Overview •IP Port Support - AltiWare IP port density is increased to 78 ports. The system supports up to six (6) Triton IP boards, with each board supporting eight (8) IP ports. • Integrated Administration - calls through both PSTN and IP networks can be managed using a single point of administration.
Page 53: Altiware Tools
AltiDBReader - allows you to view historical data from a database, which can be saved to a file. • Basic CallRouter - a call-handling tool that uses the AltiGen system to route incoming calls based on compounded business rules and on caller information contained in a separate customer business database.
Page 54: Optional Add-On Software
Overview handle non-compliant comparisons and exceptions. Requires the purchase of a license. •MultiSite Configurator - an application that allows a system administrator to configure several distributed AltiServ systems from a single system. The tool can be run on any server (local or remote) to an AltiWare system that has a connection for access to all the servers to be managed.
Page 55 Key AltiServ Characteristics QuickNet integration is added. An optional add-on recording feature (NOVO) is added. • AltiAgent - a workgroup user version of AltiView; in addition to ™ AltiView features, also provides call statistics, call wrap up with data entries, logon/logoff with reason codes and agent ready/not ready status.
Page 56: Optional Kits
APIs, documentation and sample programs, to enable a devel- oper to begin programming rapidly and efficiently. The SD 4.5 Tool Kit package includes: • Self-installing CD-ROM containing AltiGen SDK software • Basic Call Control Server License • Real Time Monitoring (RTM) Server License •...
Page 57 Key AltiServ Characteristics 28 AltiWare OE System Installation & Administration Manual...
Page 58: Hapter
H A P T E R System Requirements Hardware Requirements AltiServ hardware requirements depend on the number of extensions (lines) and trunks your site requires. Refer to Table 4 on page 36 for AltiServ platform selection. System Key Requirement AltiWare OE 4.5 (and higher) is integrated with a system key, a hardware security device that allows the software to run ONLY when that system key is attached to the parallel or USB port of the server that OE is running on.
Page 59: Minimum System Requirements
Also, check the loop current on incoming trunks before connecting to any AltiGen boards. The desired loop current measurement is 25mA–28mA. This is another essential step to ensure proper operation of AltiGen systems. For more information on loop current issues, please refer to the toolbox in the tech support section of AltiGen’s web site at...
Page 60: Uninterruptible Power Supply (Ups)
Use a flat, stable work surface with enough space around it for proper air circulation. For proper heat dissipation, a fan is recommended in front of the AltiGen telephony boards to ensure sufficient airflow. Be sure the fan filter is clean and does not block the airflow.
Page 61: Functional Specifications
Functional Specifications Quantum Board The Quantum telephony board has the following functional characteristics: • MVIP compatible • 256 Port Non-Blocking Switch Matrix • Audio Peripheral Input & Output • Jumper-Free Configuration • On-Board Telephony Power Supply for Quantum D Board •...
Page 62: Altigen Board Installation
PCI Bus AltiGen Board Installation For instructions on how to install Triton and Quantum boards, please refer to the Quick Installation Guide, which is provided with every AltiGen board package. TritonDef.inf When a new PCI board is installed in a Windows 2000 system, the OS will detect the board and ask for a driver.
Page 63: Altigen Board Options
• After installing AltiWare OE: in the \AltiServ\SP directory on your hard drive. AltiGen Board Options Table 2 lists the AltiGen telephony board modules. This selection allows you to optimize your system based on the trunk/extension mix required at your site.
Page 64: System Limitations
System Requirements System Limitations Note the following limitations for board installation and Triton VoIP board and port combinations. Table 3. Board Installation Maximum in a Board ID Board Type Total Ports System Range Triton VoIP 4- port Triton VoIP 12- port Triton VoIP 30- port...
Page 65: Power Requirements
SCSI required *Individual requirements may vary depending on particular applications. Please contact AltiGen Sales Engineering or Technical Support for assistance on selecting the most appropriate system configuration for your installation. Power Requirements The power requirements are as follows for each individual board: Table 5.
Page 66: Operating Environment
Heat Factor Internal system temperature must not exceed the specified operating temperature. If more than two AltiGen telephony boards are installed in the system, then additional cooling fans are suggested. These fans need to effectively reduce heat and increase airflow to the AltiGen telephony boards to ensure system reliability.
Page 67: Altiware Conference Resource Limits
AltiWare Conference Resource Limits The following table defines conference resource limits for boards used in an AltiWare system. Table 6. Conference Call Resource Limits Maximum Number of Maximum Members Total Number of Number of Conferences Support of Conference Board Conference Conference Supported Members on Other Boards...
Page 68: Hapter
AltiWare OE. • TAPI Gateway. Contains the TAPI Proxy Server and TAPI Service Provider that allow you to use AltiGen’s AltiLinkPlus to create TAPI applications for your AltiWare configuration. • Tools. Contains useful tools for testing and diagnosing your AltiWare configuration.
Page 69: Altiware As An Nt Service
• Remote administration is possible through AltiAdmin. Important: Do not tamper with the startup settings of AltiGen services in the Services applet of the Control Panel. Only the AltiGen Switching Service should be set to Automatic; all other AltiGen services should be set to Manual.
Page 70: Firewall Considerations
Software Installation • Third party applications. AltiWare OE must be installed before any third party applications on a Windows NT with Service Pack 6a (or higher) or Windows 2000 system. Contact your third party application vendor(s) to find out if an upgrade is required for their product to work with the AltiWare OE release you are about to install.
Page 71: Installing Altiware Oe On Windows 2000
Preparing to Install AltiWare OE Client Server VoIP RTP VoIP RTP From 49152 to N Web Client AltiLink+ 10025 NetMeeting Chat 1720 plus VoIP ports described above Polycom Between 2222-2242 and 1718/ 1719 a. It is recommended that this be run only in an intranet. b.
Page 72: Licensing
This registration includes both AltiWare systems information, as well as registering dealer, installer, and end user (customer) data for each AltiGen system installed or upgraded to 4.5 or beyond. All software must be registered, including AltiServ Office products. No AltiServ software comes out of the factory pre-registered.
Page 73: Dealer Installation Id
The same license key cannot be associated with multiple systems even on the same customer site. Through registration, AltiGen tracks all licenses shipped, which licenses have been installed and registered, and which license keys are associated with each system key.
Page 74 Software Installation Completion of the final step of this process generates an activation file that will be used to populate the actual system with valid registration information. WARNING! Once a license key is associated with a system key, it cannot be reassigned to another system. Remember that all licenses for OE 4.5 are specific for that release.
Page 75: Upgrades
For step-by-step instructions on the upgrade process, refer to page 54. Lost Licenses AltiGen views a registered license key as the right for the system registered under to have access to the feature. If a license key or system key is lost, it is the responsibility of the party who purchased the item.
Page 76: Before New Installation
40. Install the System Key on the parallel or USB port. Caution: Do not connect the system key to any AltiGen board as damage may occur to the board or the system key. Login to Windows NT or Windows 2000 as a domain or local user account that has local administrator privileges.
Page 77 To Begin New Installation If your machine is a stand-alone server, you need to login as a local administrator account. Note: If you plan to run Exchange Integration, you must have domain administrator rights. Insert the AltiWare OE CD-ROM into the CD-ROM drive. Select and read the Readme.txt file.
Page 78 Note: Setup will terminate if T1 Rev. A1/A2 or VoIP Rev. A1/A2 boards are found. These boards are not supported in OE 4.5. 11. Setup will create a user account for AltiWare services. AltiGen recommends that you do not change the default password. If you still wish to change this, you may enter a password (no longer than 14 characters) for this account and click Next.
Page 79 To Begin New Installation 14. Setup will use the following disk drives as noted for PostOffice, AltiDB and AltiDB Backup or you may select another local drive. Note: It is recommended that the local drive used should have at least 2GB of free space for PostOffice and 500MB each for AltiDB and AltiDB Backup.
Page 80 Software Installation 15. Setup allows you to select the components you wish to install. By default, all components are checked, and it is recommended that you do not uncheck any items. 16. Click Next to have Setup begin copying the program files. AltiWare OE System Administration Manual...
Page 81 To Begin New Installation 17. Setup will perform the following: • Install Microsoft Data Access Components • Install AltiWare Services • Register AltiWare COM components • Create program folder and icons • Upgrade AltiWare databases 18. Setup Window will prompt for the Country, System Home Area Code and Extension Length.
Page 82 Software Installation 20. Setup is complete. Reboot the system to finish the installation process 21. (Recommended) After rebooting, run the MVIP test program from Start>AltiWare>AltiWare Tools>MVIP test. 22. Use AltiAdmin to register your licenses. Follow the steps for “Online License Registration Procedures” on page 66. If you do not register and activate your licenses, only eight (8) physical ports will be available for use.
Page 83: Before Upgrade
Before Upgrade Upgrading AltiWare OE Note: Triton T1 Rev A1/A2 or VoIP Rev A1/A2 boards are not supported in OE 4.5. These boards must be replaced with Rev A3 or later boards. Before Upgrade Before you begin, you’ll need to have the 20-digit software license key located on the back of the End User License Agreement and a System Key.
Page 84: Voip Board Upgrade
Before installing this upgrade on the AltiServ system, please make sure that the AltiAdmin application and the AltiGen Switching Service are not running. You can shutdown the AltiGen Switching Service Com Server and the AltiAdmin application at the same time by running AltiAdmin, logging in and selecting Services Shutdown Switching.
Page 85: To Begin Upgrade
40. Install the System Key on the parallel or USB port. Caution: Do not connect the system key to any AltiGen board as damage may occur to the board or the system key. Login to Windows NT or Windows 2000 as a domain or local user account that has local administrator privileges.
Page 86 Setup will retrieve system key and install its driver, if applicable. WARNING! If the system key is not available, Setup will terminate. 10. Setup will check AltiGen boards on your system. Note: Setup will terminate if T1 Rev. A1/A2 or VoIP Rev. A1/A2 boards are found.
Page 87 To Begin Upgrade Sub-step 1A: No Registered Licenses - If no licenses are registered, you will see the following Installation Options window. You may choose the following options: 58 AltiWare OE System Administration Manual...
Page 88 Software Installation a) Provide the activated license file - if you select this option and click Next, enter the path of the “exctl” file in the License Path page, then click Next to proceed to Step 12. b) Register license now - if you select this option and click Next, you will automatically launch AltiWare’s License Information window.
Page 89 To Begin Upgrade You may choose the following options: a) Provide the activated license file - If you select this option and click Next, enter the path of the “exctl” file in the License Path page, then click Next to proceed to Step 12. b) Look at partially activated licenses and continue - if you select this option and click Next, you can view your existing licenses and their activation status in the Information page, then continue...
Page 90 68. 12. Setup will check service status. 13. Setup will create a user account for AltiWare services. AltiGen recommends that you do not change the default password. If you still wish to change this, you may enter a password (no longer than 14 characters) for this account and click Next.
Page 91 To Begin Upgrade 14. Setup is creating the user account. 15. Setup will use the following disk drives as noted for AltiDB and AltiDB Backup or you may select another local drive. Note: It is recommended that the local drive used should have at least 500MB of free space each for AltiDB and AltiDB Backup.
Page 92 Software Installation 16. Setup allows you to select the components you wish to install. By default, all components are checked, and it is recommended that you do not uncheck any items. 17. Setup will begin copying the program files. AltiWare OE System Administration Manual...
Page 93 To Begin Upgrade 18. Setup will perform the following: • Install Microsoft Data Access Components • Install AltiWare Services • Register AltiWare COM components • Create program folder and icons • Upgrade AltiWare databases 19. Setup is almost complete. Setup will suggest running MVIP bus test before rebooting.
Page 94: License Activation And Registration Process
Software Installation 20. Setup will complete, whether or not the MVIP test passes, if Setup cannot get the results of the MVIP test, or if the MVIP test is skipped. You can restart your computer now or later, then click Finish to end Setup.
Page 95 License Activation and Registration Process • Sessions. AltiWare OE includes a single session license. You may increase the number of concurrent client sessions by purchasing additional session licenses packages. Each license you enter adds to the previous total. In AltiWare OE 4.5, the Contact Advantage Server license allows you to enable this add-on option for call center features.
Page 96 Software Installation <Optional - you may add licenses here OR during online registration. Skip to Step 5 if you wish to add licenses later.> Click Add License to add the license keys that you wish to add and activate. (License keys are located on the End User License Agreement sent with every License purchase.) In the License Key field of the Add License pop-up window, enter the license key and click OK.
Page 97 Installation ID field, enter the ID number assigned to your Dealer. This information can be obtained by contacting either your local authorized AltiGen Dealer or AltiGen Technical Support. Click Next when finished. The next web page allows for inputting of Customer and Installer information.
Page 98 Software Installation For the Customer Information and Installer Information sections, fill in all fields (required) and click Next when finished. The next web page allows for entering of new License Keys or for adding any additional licenses. AltiWare OE System Administration Manual...
Page 99 License Activation and Registration Process Click Add More Keys to add more licenses, or click Next to register these licenses. Note: All keys are case sensitive. 10. The next web page displays the licenses that have been activated and are about to be registered. 70 AltiWare OE System Administration Manual...
Page 100 Software Installation • Approved licenses are indicated by a green check mark and will display a description next to the approved license. • Invalid licenses are indicated by a red X mark. Possible reasons for “invalid” licenses include: a) obsolete licenses (such as unsupported OE 3.5 or 4.0 licenses) b) not enough digits in license number c) wrong license number d) license number registered to another system key...
Page 101 License Activation and Registration Process 12. The next web page continues the registration by initiating a product registry program. At the Security Warning prompt, click Yes to install and run the program. If you click No or close this box, the Web Registration will not continue and you must begin the Web Registration process again from Step 5.
Page 102 Software Installation Setup will create or update an “exctl” file in \altiserv\db\. 13. The final web page displays a verification notice and number, confirming that an email of the registration process results has been sent to the customer and installer. Save the email for future reference. You may close this web page.
Page 103 License Activation and Registration Process The licenses that have just been validated will appear in the license field, along with an accompanying Registration Key number and Description of the license. 15. Close the License Info window to finish the license registration. Manual Online License Registration Procedure To manually register any license through online registration, (where the local AltiServ system has no Internet connection), follow these steps:...
Page 104 Software Installation <Optional - you may add licenses here OR during online registration. Skip to Step 5 if you wish to add licenses later.> Click Add License to add the license keys that you wish to add and activate. (License keys are located on the End User License Agreement sent with every License purchase.) In the License Key field of the Add License pop-up window, enter the license key and click OK.
Page 105 License Activation and Registration Process On the AltiGen Software License Registration web page, click the Proceed to Online Registration. The next web page allows for inputting System and Dealer Installation ID. In the System Key field, enter your System Key (located on the End User License Agreement).
Page 106 Software Installation The next web page allows for inputting of Customer and Installer information. For the Customer Information and Installer Information sections, fill in all fields (required) and click Next when finished. 10. The next web page allows for entering of new License Keys or for adding any additional licenses.
Page 107 License Activation and Registration Process Click Add More Keys to add more licenses, or click Next to register these licenses. 11. The next web page displays the licenses that have been activated and are about to be registered. 78 AltiWare OE System Administration Manual...
Page 108 Software Installation • Approved licenses are indicated by a green check mark and will display a description next to the approved license. • Invalid licenses are indicated by a red X mark. Possible reasons for “invalid” licenses include a) obsolete licenses (such as unsupported OE 3.5 or 4.0 licenses) b) not enough digits in license number c) wrong license number d) license number registered to another system key...
Page 109 License Activation and Registration Process 13. The next web page continues the registration by initiating a product registry program. 14. At the end of the Web Registration, save the exctl file to a floppy disk. 15. Return to the AltiServ machine. In the License Information window, click the Load button and to load the exctl file from floppy into the AltiServ system.
Page 110: Windows Emergency Repair Disk
Offline Registration Procedures To register licenses through the Web (without AltiAdmin), go to the following web URL: http://registrar.altigen.com/offlineregister/ login.asp. Then follow the online registration process (page 75) beginning with Step 6. Windows Emergency Repair Disk After installing AltiWare, you should create the Windows Emergency Repair Disk, even if you have previously created a repair disk.
Page 111: Shutting Down Altiserv When Changing Or Adding Hardware
Shutting Down AltiServ when Changing or Adding Hardware To install AltiAdmin on a non-AltiServ PC for the first time: Insert the AltiWare CD-ROM into the appropriate drive. Run SETUP.EXE from the AltiAdmin folder. Follow the instructions on the window. To open AltiWare Administrator, refer to “Running AltiWare Administrator”...
Page 112: Transferring The Altiserv To Another Server Chassis
AltiServ data, messages, and custom files using the procedures in the chapter on ‘System Data Management.” In AltiAdmin, shutdown the AltiGen Switching Service and exit AltiAdmin, as described in “Shutting Down Switching as a Windows 2000 / NT Service” on page 55.
Page 113: Altiware Uninstall
AltiWare Uninstall a. Run AltiAdmin and select Services System Data Management to run the data management utility. b. Click the Restore icon to open a dialog that allows you to choose files to restore. c. Make sure all the Component check boxes are selected. d.
Page 114 40. To downgrade, follow these steps: Stop the AltiGen services as described in “Shutting Down Switching as a Windows 2000 / NT Service” on page 55. Uninstall OE AltiWare 4.5 as described on page 84.
Page 115: Software Installation Troubleshooting
(if AltiServ is installed on the c: drive) and run the installation program again. An error occurred during the move Make sure all AltiGen applications and data process. services are stopped/closed before installing AltiWare OE.
Page 116 AltiServ’s installation but before restarting your system Failed to upgrade AltiWare The previous database may be corrupted. databases. Restore the last, known working database and try again. If error persists, contact your Authorized AltiGen Dealer. AltiWare OE System Administration Manual...
Page 117 Software Installation Troubleshooting 88 AltiWare OE System Administration Manual...
Page 118: Getting Around Altiadmin
H A P T E R Getting Around AltiAdmin AltiAdmin: the AltiWare OE Administrator This section describes how to configure and administer the AltiServ system using the AltiWare Administrator system application software. AltiWare Administrator, or AltiAdmin, allows you to configure sophisticated switching and messaging functions using windows that guide you through the configuration steps for each feature.
Page 119: The Altiware Administrator Main Window
AltiAdmin: the AltiWare OE Administrator The AltiWare Administrator Main Window Once you run the AltiWare Administrator, the first window you see is the AltiWare Administrator main window. Figure 1. AltiWare Administrator main window At the top you see the Main Menu bar and below that, the Quick Access Toolbar.
Page 120: The Main Menu
Getting Around AltiAdmin The Main Menu The Main Menu functions are as follows: • Services Login and logout, change password, backup and restore functions, and shutdown the switching service. • Management Opens windows to work with boards, trunks, extensions, out call routing, Auto Attendant, MVIP clock, audio peripheral, Quantum Board channels, and IP extension codec and configuration.
Page 121 AltiAdmin: the AltiWare OE Administrator Logout and login. Click the light blue monitor at the left to login. When you do, the monitor grays out and the logout monitor at the right turns black. The monitors provide a clear indication of login status. While you’re logged in, anyone at the keyboard can modify system settings.
Page 122: The View Windows
Getting Around AltiAdmin The View Windows As noted in “The AltiWare Administrator Main Window” on page 90, the AltiAdmin main window hosts a number of child windows, which are called view windows in AltiWare because they provide various views into the internal system setup and active status.
Page 123: Extension View Window
The View Windows Extension View Window Here’s an example of an Extension View window, which displays the status of all assigned extensions. Figure 4. Extension View window The radio button to the left of each extension number is green when the extension is idle, and red when the extension is not ready or in use.
Page 124: Trunk View Window
Getting Around AltiAdmin The Reset button resets the selected extension to the idle status. When you click the Reset button, a small dialog box opens, asking if you want to continue with the reset and displays the selected extension number and the name of the person assigned to the extension.
Page 125: Workgroup View Window
The View Windows The radio button to the left of each trunk location is green when the trunk is idle, and red when the extension is not ready or in use. The location format is slot:channel—for example, channel 3 on the board in slot 9 is location 09:03.
Page 126: Call Log View Window
Getting Around AltiAdmin Call Log View Window Here’s an example of the Call Log View window, which displays the line and trunk traffic history. Figure 7. Call Log 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.
Page 127: Status Bar
Logging In The information you see, which is for currently active calls, is as follows. The packet and byte data that follows is for data sent or received from other AltiServ systems over the public or private IP network. • Location—the Triton VoIP board ID:channel ID •...
Page 128: Changing The Password
OK. Stopping the AltiGen Switching Service Normally, when you exit AltiAdmin, the AltiGen services that provide the various telephony and data services remain active—they are needed to run the system, of course. If you need to shut the entire system down, select the Stop Switching Service option from the Services menu.
Page 129 Stopping the AltiGen Switching Service 100 AltiWare OE System Installation & Administration Manual...
Page 130: System Configuration
H A P T E R System Configuration The System Configuration functions provide for configuring the AltiWare system-wide settings. Access System Configuration by selecting System Configuration... on the Management menu, or by clicking the System Configuration icon. You can then work with the following settings, each of which is accessed by a tab in the System Configuration window.
Page 131: Setting General Parameters
Setting General Parameters Setting General Parameters The General tab is the default window you see when you open the System Configuration window. You use this window to set the system area code and number, operator extension, country, distinctive ring, conference call, and system park options.
Page 132: C Hapter
The main system telephone number, which is sent to the pager’s display when a user’s messaging options are configured to call a pager. This is also the number subscribers call to access AltiGen Voice Mail System. Conference Bridge Selected, conference calls will end when all...
Page 133: Setting A System Number Plan
Setting a System Number Plan Parameter Description System Call Park Allows the user to park a call, then pick up the call Timeout Ring Back in from another extension, forward the call, or take some other action. If the call is forgotten or the forward not picked up, the Ring Back time sets the number of minutes a call remains parked before the user’s extension is rung again.
Page 134 System Configuration Accessing the Number Plan To access the Numbering plan settings, select System Configuration... on the Management menu, then click the Number Plan tab. Figure 2. Number Plan window, System Configuration Use the Number Plan window to specify the following parameters: Parameter Description Extension...
Page 135: Assigning Trunk, Ip Trunk, & Route Access
Setting a System Number Plan Parameter Description DID Number The number of digits needed to match a DID (Direct Inward Length Dialing) number, with a range of 2 - 16. Each extension can be assigned a DID number. A DID number does not have a fixed length.
Page 136 System Configuration Trunk Access Usually, 9 is used as the analog or PSTN trunk access code, and AltiWare uses 9 as the default for trunk access. You can keep that configuration and assign other digits such as 7 or 8 to Route Access and IP trunk access, or you can change it.
Page 137: Setting Business Hours
Setting Business Hours 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 AltiWare settings such as trunk usage or routing DNIS calls to different extensions depending on the time and day.
Page 138: Routing Calls On Holidays
System Configuration Set the business schedule parameters as follows: Parameter Description Work Day Select the days of the week on which the company does business. For example, if the company does business Monday – Friday, the check boxes for those days should show check marks.
Page 139 Routing Calls on Holidays To access Holiday Routing settings, select System Configuration... on the Management menu, then click the Holiday tab. Figure 4. Holiday window, System Configuration Set holiday routing as follows: Click Add to create a new holiday. In the popup that displays, select a date from the dropdown and enter a description to identify the holiday.
Page 140: Configuring System Speed Dialing
System Configuration Configuring System Speed Dialing You can set up to 60 system speed dial numbers. The numbers available are from 00 – 59, used following the system speed dial access code, #88. Speed dial settings for individual extensions are set in Extension Configuration.
Page 141: Adding Names And Comments
Open an AltiView user desktop and define the names and comments for the speed dialing numbers. Save the speed dial setup and Exit AltiView. From the C:\Program Files\AltiGen\AltiView\<ext#>\, copy sysspeedlist.dat directory to the same directory for every AltiView user desktop.
Page 142: Blocking Calls To Area Codes From All Extensions
System Configuration Note: The dialing restrictions set here are one of three ways of blocking calls. See “About Restricting Outgoing Calls” on page 233 for a discussion of the uses of the different functions. To access call restriction setup, select System Configuration... on the Management menu, then click the Call Restriction tab.
Page 143: Setting Toll Call Prefixes
Defining System Call Restrictions Setting Toll Call Prefixes AltiWare uses the Toll Call Prefixes to determine the type of outside call and imposes restrictions when necessary. For example, if the international toll call prefix is 011 and a user attempts to make an international call from an extension without international call privileges, the call will be terminated as soon as the user dials 011 after the trunk or route access number.
Page 144: Enabling Hop Off For Tie Trunks
System Configuration Enabling Hop Off for Tie Trunks When selected, this function allows calls over T1 tie trunks to use PSTN trunks or other servers, when those trunks have been configured to accept tie-trunk calls. For Hop Off to work, it must be enabled on all AltiServ systems on which trunk calls are able to be used as a transit switch.
Page 145: Adding And Deleting Account Codes
Creating Account Codes To access the Account Code window, select System Configuration... on the Management menu, then click the Account Code tab. Figure 8. Account Code window, System Configuration Adding and Deleting Account Codes To create an account/code association, click Add. Enter an Account Name and Account Code in the dialog box that appears.
Page 146: Setting Up Call Reports
System Configuration Setting up Call Reports You can set up call reporting if AltiWare and AltiAdmin are installed on the same server. In AltiWare OE Release 4.5, call reporting distinguishes between call detail data, which records every call made to, out of, and within the AltiServ system, and RTM data, which is workgroup-related statistical data captured from the real-time monitoring function used in the AltiSupervisor client application.
Page 147 Setting up Call Reports To set up Call Reports, select System Configuration... on the Management menu, then click the Call Reports tab. Figure 9. Call Reports window, System Configuration 118 AltiWare OE System Installation & Administration Manual...
Page 148: Internal (Local) Logging Of Call Data Data
System Configuration Internal (Local) Logging of Call Data Data To enable CDR collection to the local drive, select Internal CDR log - MDB and click the Config button. A dialog box appears. Figure 10. Enable local call data logging To enable RTM data collection to the local drive, select Internal RTM data - MDB and click the Config button.
Page 149 Setting up Call Reports Parameter Description Enable Check to enable internal (local) logging of call data. Retain Records Select the number of days to retain records. This can be any number of days from 1–365. Save data every Specifies how often to save workgroup call data from This setting, with intervals (RTM Statistics only) the real-time monitor.
Page 150: External (Remote) Logging Of Call Data
System Configuration Backup files are dated and renewed according to the following schedule, regardless of when you actually make the Renew selection. Renew setting Renewal Dates daily, at midnight week every Sunday 2 weeks the 1st and 15th of every month month the first of every month 3 months...
Page 151 External Server application 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. If you need to reconstruct the SQL server, run the External Logger Setup to create an empty calldb database before restore.
Page 152: Exporting Through A Local Port
Enable Check to enable external (remote) logging of call data. Server Address Enter server’s IP address. Altigen External Select to use AltiGen’s implementation of the Server Microsoft SQL database. Third Party to export the data to a third party Select...
Page 153: Managing Messages
Managing Messages Managing Messages The Messaging function provides for setting basic parameters and options for messaging, including message notification retry attempts, deletion confirmation options, the length of time for message storage, message recording length, and email activation and usage. To access Messaging setup, select System Configuration... on the Management menu, then click the Messaging tab.
Page 154: Setting Message Notification Retries
System Configuration Setting Message Notification Retries When a message is sent to a user’s email in-box or voice mailbox and outcall notification is configured, notification is sent to the user. You can set the retry setting for the notification as follows: Parameter Description Maximum Retry...
Page 155: Setting Message Recording Options
Managing Messages Setting Message Recording Options Set message recording parameters: Parameter Description Minimum Recording Sets the minimum length in seconds for any recording (i.e., incoming voice mail message, personal greeting, system prompts). This can be from 1–5 seconds, or 0, which means no minimum. All recordings that are shorter than the designated Minimum Recording length are deleted.
Page 156: Setting E-Mail Messaging Options
Exchange Server. Server, you should make sure the Exchange Server and Windows / NT configuration is established. See the AltiGen document, Exchange Server Integration in AltiWare OE. Select this option if you are using an Exchange Server and want to synchronize it and the AltiServ servers—that is, when emails or voice mails are...
Page 157 Setting Area Code Toll Definitions • 10 Digit Dialing. Local calls that require dialing area codes but do not require dialing 1 first. • 1 + 10 Digit Dialing. Calls within the home area code that require 1 + Area Code + Number. Accessing Area Codes Setup To access the Area Code window, select System Configuration...
Page 158: Defining An Ip Dialing Table
System Configuration You can type an area code alone, or an area code + prefix if needed. When you type the area code and prefix, optionally you can connect them with a single hyphen—for example, 510-487, or 212-677. The optional hyphen is for your convenience and readability.
Page 159: Defining The Ip Dialing Table
Defining an IP Dialing Table Use Caution Before Changing the Dialing Length The dialing length can be changed without having to re-install or re-start AltiWare IP. However, if this number is changed, the location IDs are all altered—so that it is advisable to keep the original length if it works well. If you increase the location ID length, the number 0 is added to the front of the location IDs.
Page 160: Setting The Location Id Digit Length
172.16.0.0/12 or 192.168.0.0/16 can only be used within private networks (Intranets). • Fully qualified DNS name (e.g., newyork.altigen.com), of up to 64 characters. This IP address format is recommended over DNS names, since with the IP address, the application does not need to resolve the name.
Page 161: Configuring Dnis Routing
Configuring DNIS Routing Parameter Description Remote Ext. Length The length of extension digits at the remote location. Valid entries are None - 7, with “None” meaning not specified. Specifying the remote extension length is optional but highly recommended, since this information tells the system how long to wait for another entry before outpulsing (sending the digits).
Page 162: Adding And Deleting Dnis Route Entries
System Configuration To access DNIS routing, select System Configuration... on the Management menu, then click the DNIS tab. Figure 17. DNIS window, System Configuration Adding and Deleting DNIS Route Entries To add entries to the DNIS routing table, click the Add button. In the dialog box that appears, type in a DNIS Number and a descriptive DNIS Name, then click OK.
Page 163: Defining The Routing
Using a Tenant Table Defining the Routing After adding an entry, you define it by first selecting it in the list. When you select an entry, its name and other defined attributes, if any, appear in the options at the right of the window. You can edit any of these attributes. For each number, you can set routing for three distinct time periods defined in the Business Hours window (see “Setting Business Hours”...
Page 164: Configuring The Tenant Table
System Configuration To access the Tenants window, select System Configuration... on the Management menu, then click the Tenants tab. Figure 18. Tenant window, System Configuration Configuring the Tenant Table Configuring the tenant table involves first adding entries to the tenant list, then using Extension Configuration and Trunk Configuration to assign extensions and trunks, respectively, to tenant IDs.
Page 165: Modifying The Tenant Table
Using a Tenant Table To assign extensions to tenant IDs: Select Extension Configuration... on the Management menu to open the Extension Configuration General window. For each extension you want to assign to a tenant ID: a. In the Extension list, select and highlight the extension you want to assign to a tenant ID.
Page 166: Creating Distribution Lists
System Configuration To change the extension-to-tenant ID assignment: Open the Extension Configuration General window, as discussed in the steps on the previous section under “To assign extensions to tenant IDs:,” and use the Tenant drop-down list to change the tenant ID assigned to any extension.
Page 167: Defining A Distribution List
Creating Distribution Lists Figure 19. Distribution List window, System Configuration Defining a Distribution List In the Distribution List window, select an ID (0 – 99) in the System Distribution List ID drop-down list. The list name, if any, now appears in the Name box; the members of the list are now displayed in the Member box, and other available extensions are displayed in the Non-Member box.
Page 168: Setting Logout Reason Codes
System Configuration Setting Logout Reason Codes In a workgroup environment, logout reason codes allow agents to specify why they are signing off from the workgroup, and the manager can view that information. If logout reasons are required, the system requests a reason at logout from the phone set and from the AltiAgent application.
Page 169 Setting Logout Reason Codes 140 AltiWare OE System Installation & Administration Manual...
Page 170: Board Configuration
Boards window to open the Board Configuration window. Important: To implement some board configuration changes, you must shutdown and restart AltiGen Switching Services by first choosing Shutdown Switching on the Services menu, which also closes AltiAdmin, and then restarting AltiAdmin.
Page 171: Using The Triton Resource Board
Using the Triton Resource Board Using the Triton Resource Board The Triton Resource Board is a PCI bus telephony board that provides the ability for one extension to monitor other extensions (as set up in the Extension Configuration Monitor List, discussed in “Setting Up Monitor Lists”...
Page 172 Board Configuration Use the Board Configuration window for the Quantum board to view the following attributes: Parameter Description Board Info Board Logical ID: assigned by AltiServ. Board Name: the type of board installed in the system and board ID. Note: For Quantum boards in a Windows 2000 system: •...
Page 173: Configuring The Triton Analog Station Board
Configuring the Triton Analog Station Board Parameter Description Reset Board Resets the board, after you confirm by accepting a warning that resetting a board will disconnect all calls in progress on that board. Important: Be sure to inform all users before resetting a board.
Page 174: Configuring The Triton Analog Trunk Ls/Gs And Ls Boards
Board Configuration Parameter Description Channel Mapping Shows the board Logical Channel, Physical Span, List and Physical Channel. To reinitialize channels, select the channel to reset and click the Reset Channel button, then click OK. Note: This is informational only and cannot be edited.
Page 175 Configuring the Triton Analog Trunk LS/GS and LS Boards Double click the board’s icon in the Boards window (see Figure 1) to open the Board Configuration window. Figure 5. Board Configuration window (Triton Analog Trunk) The Board Configuration window contains the following attributes: Parameter Description Board Info Group...
Page 176: Configuring The Triton Voip Board
Board Configuration Parameter Description Board Configuration Displays the board’s serial number. Reset Board Resets the board, after you confirm resetting by accepting a warning. Important: Resetting a board will disconnect all calls in progress on that board! Be sure to inform all users before resetting a board.
Page 177: Network Configuration Guidelines For Voip
Configuring the Triton VoIP Board PCI Plug and Play Triton VoIP boards fit into standard PCI slots. Once installed, it is recognized by AltiWare OE and appears on the Boards window of AltiWare Administrator. Device Driver A kernel mode device driver is implemented for the Triton VoIP board. The device driver provides access to resources on the Triton VoIP board to applications.
Page 178 Board Configuration • The Jitter Buffer should be adjusted according to the bandwidth allocated to data traffic. For example, a long Ethernet packet (approximately 1500 bytes) traversing through a WAN, which is allocated with 256 kbps of data traffic bandwidth, will take about 50 milliseconds.
Page 179 Configuring the Triton VoIP Board Network Using NAT If you plan to connect to your AltiServ system via the Internet and your router or Internet access provider is using Network Address Translation (NAT), please ensure that your NAT implementation supports H.323. •...
Page 180: Setting Up An Altiserv-To-Altiserv Ip Network
Board Configuration Setting Up an AltiServ-to-AltiServ IP Network Two or more AltiServ systems can be networked together to provide extension-to-extension connections via IP trunk calls. Users may dial a remote AltiServ’s auto attendant or direct dial to an extension, without having to dial out through the PSTN.
Page 181: Board Installation
Configuring the Triton VoIP Board the Number of Dialed Digits to “None.” Refer to “Defining the IP Dialing Table” on page 130. Set the VoIP codecs so that servers use the same codec. See “Setting VoIP Codecs” on page 197. Repeat steps 1 through 5 for all local and remote AltiServ systems that are to be networked via tie-trunk line connection.
Page 182: Troubleshooting-Common Symptoms And Solutions
Board Configuration The Board Configuration button invokes the Triton VoIP Trunk Properties window, which displays the board serial number and displays line settings. Refer to “Triton VoIP Trunk Configuration” on page 181 for more detail. Troubleshooting—Common Symptoms and Solutions The following are some of the most common problems you may encounter and a list of steps to troubleshoot and resolve these problems.
Page 183: Configuring The Triton T1/Pri Board
Configuring the Triton T1/PRI Board protocol for real-time applications used to transport packetized voice packets over the IP network. Check the AltiWare IP Dialing Table for Dialed Digits Length. Refer to “Defining an IP Dialing Table” on page 129. Check if Called Extension is a Workgroup or has Multiple Call Waiting Enabled.
Page 184: Service Parameters For T1
When ordering T1 service, provide the following service request information: Equipment Information Product Manufacturer - AltiGen Communications, Inc. Product Name - AltiServ PBX Phone System CSU/DSU - ADTRAN T1 ACE (recommended) or other CSU/DSU Technical Information for T1 with Voice Signaling Protocol: •...
Page 185: Service Parameters For Pri
Configuring the Triton T1/PRI Board DNIS, Caller ID - DTMF (Dual Tone Multi-Frequency) Physical Termination - RJ-48X or RJ-48C Wire: 4 wires 800 Service: you decide Termination Impedance - 100 ohms Type of Registered Services Provided BN 1.544 Mbps SF without power DN 1.544 Mbps SF B8ZS without power 1KN 1.544 Mbps ANSI ESF without power 1SN 1.544 Mbps ANSI ESF, B8ZS without power (recommended)
Page 186 When ordering PRI service, provide the following service request information: Equipment Information Product Manufacturer - AltiGen Communications, Inc. Product Name - AltiServ PBX Phone System CSU/DSU - ADTRAN T1 ACE (recommended) or other CSU/DSU Technical Information for PRI with Voice Switch Type: •...
Page 187: Board Configuration
Configuring the Triton T1/PRI Board DNIS Digits: can be 3 to 10 digits CSU/DSU Requirements 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.
Page 188 Board Configuration Figure 9. Triton T1 Configuration dialog box This dialog box displays the board serial number and allows you to reconfigure the Clock Frequency, Digit Duration, and the Firmware File Name. • The Span Info window displays the Total Number of Spans on the board and the status of the span in the Span Info window.
Page 189: Triton T1 Configuration - Triton T1/Pri Dialog Box
Configuring the Triton T1/PRI Board Triton T1 Configuration - Triton T1/PRI Dialog Box Double clicking the span line for a Triton T1 board in the Span Info window invokes a T1/PRI Configuration dialog box. Figure 10. Triton T1/PRI Configuration dialog box Reading the Status Messages If the span is working, the Status line displays OK.
Page 190 Board Configuration Table 1: Span Status Error Messages Error Message Meaning Action HDLC Failure - NO HDLC = High level Check with CO on D HDLC FRAMES Data Link Control. No Channel usage for pos- HDLC framing is sible mismatch between detected on the selected your selection of D D Channel.
Page 191 Configuring the Triton T1/PRI Board Table 1: Span Status Error Messages Error Message Meaning Action Setup Failure - RED LCV = Line Code Vio- Check the MVIP bus ALARM (LCV) lation master setting. Have CO perform a line test to check for a faulty cable or line.
Page 192 Board Configuration • Xmt Frame Slips - Transmit Frame Slips counter shows the number of frame slips for the transmitter. • Clear button - use the Clear button to reset the statistics counters. Note: For ideally synchronized systems, Transmit and Receive Frame Slips counters should be ‘0.’...
Page 193 Configuring the Triton T1/PRI Board T1 Clocking Depending on the configuration of the T1 boards and span for your AltiServ system(s), the System Clock Master setup should be set according to the follow conditions: • If all of the T1 boards are connected to an FXO (Foreign Exchange Office) or CO, the System Clock Master check box must NOT be checked for any of the T1 boards.
Page 194: Setting Up T1 Or Pri Channels On The Triton T1/Pri Board
Board Configuration Setting up T1 or PRI Channels on the Triton T1/PRI Board Use the T1/PRI Configuration button (see Figure 10) to invoke the T1/ PRI Configuration window. The Triton T1/PRI Board can be configured to either T1 or ISDN PRI through the configuration options within the window.
Page 195 Configuring the Triton T1/PRI Board Setting the ISDN PRI Switch Mode If you select a Span Type of Regular ISDN PRI or Custom ISDN PRI in the T1/PRI Configuration Window, use the following guidelines to set the ISDN PRI Switch mode. Figure 12.
Page 196 Board Configuration Selecting Span Types • CAS - select this option to associate all channels on the span to channel associated signaling. • Regular ISDN PRI - select this option to indicate 23B+D ISDN PRI span and to designate the last channel as the D channel. •...
Page 197 Configuring the Triton T1/PRI Board Configuring an ISDN Numbering Plan The ISDN Numbering Plan button invokes the PRI ISDN Numbering Plan dialog box. This function allows you to select how AltiServ will identify and code the Called Number for six different types of calls. This coding instructs the CO on how to interpret the number being sent to it.
Page 198 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.
Page 199: Troubleshooting-Common Symptoms
Configuring the Triton T1/PRI Board Select one of the following TEI settings: • Default setting - this is the recommended setting. • Manually set to - should always be set to 0. Typically, a zero (0) is used for TEI on a PRI connection. In some cases where a shared D channel is used, other TEI values might be required to identify which span will be used for a call.
Page 200: Trunk Configuration
H A P T E R Trunk Configuration Trunk attributes and parameters are set using the Trunk Configuration window. The attributes and options available depend on the type of board and trunk. Trunks that are out of service are automatically tested by the system every 15 seconds.
Page 201: Selecting Trunks To Set Attributes
However you open the Trunk Configuration window, the General window appears. Figure 2. General window, Trunk Configuration Selecting Trunks to Set Attributes The title bar of the Trunk Configuration window displays the card and the channel of the selected trunk. The list on the left shows all the configured trunks.
Page 202: Setting General Trunk Attributes
Trunk Configuration Configuring One or Multiple Trunks To customize trunk characteristics, you work on one trunk at a time. To apply the same configuration to multiple trunks, use the Apply To… button. This pops up a list of all trunks, with all of the trunks selected by default.
Page 203 Setting General Trunk Attributes Attribute Description Direction The trunk direction can be Outgoing only, Incoming only, Both Outgoing and Incoming, or for Paging. Outgoing and Both are not available on an analog Quantum DID trunk, which is an Incoming trunk. The Both option is the system default.
Page 204 Trunk Configuration Attribute Description Description Descriptive information such as the company name for the assigned Phone Number, or appropriate agency if this trunk provides 911 access. Trunk Dialing Overlap or En-bloc dialing. Scheme • Overlap allows the terminal to omit part of the digits required to complete a call, while the remaining digits are buffered.
Page 205: Quantum Trunk Properties
Setting General Trunk Attributes Attribute Description Trunk Properties Opens a dialog box that allows you to configure low- level, hardware-specific properties for each trunk. The options vary depending on the type of board and trunk; this is discussed in subsequent sections. Quantum Trunk Properties To configure a Quantum channel, select a Quantum channel from the trunk channels list in the Trunk Configuration window, then click the Trunk...
Page 206 Trunk Configuration Quantum Trunk General Configuration Parameter Description Interface Type Select from: • Loop Start • Ground Start • DID (Wink Start)—available only if the selected trunk is a DID trunk Impedance The resistance of electrical current to alternating current, measured in OHMs. Impedance occurs when power or signal is transferred from one circuit to another.
Page 207 Setting General Trunk Attributes Parameter Description Trunk Seizure Select from: Confirmation • Enable Dial Tone Detection (Outgoing)— detection of outgoing dial tone. • Enable Polarity Detection (Incoming)— detection of incoming polarity. Polarity detection is used when the CO or the connected PBX provides polarity reversal on the tip and ring.
Page 208: Triton Analog Trunk Ls/Gs And Ls Properties
Trunk Configuration Triton Analog Trunk LS/GS and LS Properties To configure a Triton Analog Trunk LS/GS or LS channel, select a Triton Analog Trunk channel from the trunk channels list in the Trunk Configuration window, then click the Trunk Properties button or double- click the list entry to view the Configuration dialog box.
Page 209 Setting General Trunk Attributes Parameter Description Impedance The resistance of electrical current to alternating current, measured in OHMs. Impedance occurs when power or signal is transferred from one circuit to another. The setting options are: • 600 OHMs (domestic setting) •...
Page 210: Triton Voip Trunk Configuration
Trunk Configuration Triton VoIP Trunk Configuration To configure a Triton VoIP channel, select a Triton VoIP channel from the trunk channels list in the Trunk Configuration window, then click the Trunk Properties button or double-click the list entry to view the Triton VoIP Trunk Line Configuration dialog box.
Page 211 Setting General Trunk Attributes The primary configuration for the Triton VoIP is the H.323 Configuration, with the following settings: Parameter Description G.711 Enable Provides toll quality digital voice encoding and is not configurable—that is, you cannot deselect it. It guarantees interoperability when other voice compression (e.g.
Page 212: Triton T1/Pri Trunk Properties
Trunk Configuration Parameter Description Type Lets you select between a 12-port G.723.1 configuration and a 30-port G.711 configuration. This is available only with the 12-port board and 30- port upgrade license. Debugging the Triton VoIP Configuration Click the Debug button in the Triton VoIP Configuration dialog box(see Figure 5)to open a small dialog box for typing and sending a debug string.
Page 213 Setting General Trunk Attributes The following are the parameters for the Triton T1 Configuration dialog box: Parameter Description T1 robbed-bit signaling Protocol You can set Protocol to one of the following: • E&M Wink Start (default) • E&M Immediate Start •...
Page 214 Trunk Configuration Parameter Description Incoming Select up to five incoming symbols to collect from the sequence Caller ID or DID digits: • None • # • * • # or * • Caller ID • DID/DNIS Selecting ‘None’ in any field of the sequence will terminate the sequence and automatically disable subsequent entries in the sequence.
Page 215 Setting General Trunk Attributes Caller ID and DID Incoming Sequence Example The following is an example of a Caller ID and DID/DNIS incoming sequence window. Figure 7. Incoming Sequence window When a call comes in, the system tries to match the incoming sequence to either the first or second Incoming Sequence Digit String sequence.
Page 216: Incoming Call Routing
Trunk Configuration Incoming Call Routing To set incoming call routing for a trunk, select the trunk in the General window, then click the In Call Routing tab in the Trunk Configuration window to display the In Call Routing window. The trunk location appears in the title bar.
Page 217: Outgoing Call Blocking
Outgoing Call Blocking Outgoing Call Blocking To set outgoing call blocking for a trunk, select the trunk in the General window, then click the Out Call Blocking tab in the Trunk Configuration window to display the Out Call Blocking window with the selected trunk location in the title bar.
Page 218: Extension And Workgroup Configuration
H A P T E R Extension and Workgroup Configuration There are three types of extensions: • Physical Extensions are associated with a physical port and device, usually a telephone set. This is what most users think of as an extension.
Page 219 • Notification—preferences and options for voice mail notifications. • Restrictions—extension out-call restrictions. • Answering—call forwarding, call waiting, and call handling preferences and options. • One Number Access—special handling for designated VIP calls. • Monitor List—extension rights to monitor other extension calls. Three Configuration Windows in One Certain configuration functions apply only to physical extensions—for example, configuring the physical line.
Page 220: Setting Up Extensions
Extension and Workgroup Configuration The Apply To… button is disabled unless there is a change that can be applied to multiple extensions, and when you use it to apply changes to multiple extensions, it works on only those changed attributes that can be applied.
Page 221: Adding New Extensions
Setting up Extensions Figure 1. General window, Extension Configuration Adding New Extensions To add a new extension: Click the Add button in the General window. The Add New Extension dialog box opens. Figure 2. Add New Extension dialog box 192 AltiWare OE System Installation & Administration Manual...
Page 222: Establishing Basic Extension Attributes
Extension and Workgroup Configuration Type in an Extension Number. The number must begin with a number assigned to be used for exten- sion, and it must be the length assigned to extensions, both of which are set in the Number Plan in System Configuration as described in “Setting a System Number Plan”...
Page 223 Setting up Extensions A valid password cannot be the same as its extension number and must be 4–8 digits (numbers or letters A–Z) in length. Basic password patterns, such as repeated digits (1111), consecutive digit strings (1234), or digits that match the extension (Ext. 101 using 1012, 9101, 10101, etc.) are not allowed.
Page 224: Forced Account Code
Extension and Workgroup Configuration • Description—Optional descriptive information such as cubicle number or job title. Forced Account Code These settings determine how callers use any account codes you have established when making outgoing trunk calls. For information on creating account/code associations, see “Creating Account Codes” on page 115. •...
Page 225: Changing The Extension Location Or Type
Setting up Extensions Changing the Extension Location or Type Changing the Type The type of extension is set when you create the extension: physical, virtual or workstation pilot, described on page 189. After you create the extension, the type is displayed as a Type radio button list in the General window. You can change a Virtual extension to a Physical one, and vice versa, but you cannot change either to a Workgroup Pilot Number, nor can you change a workgroup pilot number to another type after it is created.
Page 226 Extension and Workgroup Configuration Important: If you enter the server’s IP address as the Logon, IP trunk calls from another AltiServ system will receive a dial tone rather than the Auto Attendant. From the dial tone, callers can dial extension numbers on this system. •...
Page 227 Setting up Extensions Figure 3. VoIP Codec Configuration window Parameter Description Static IP Extensions Lists IP extensions with static IP addressing you have created in the Extension Configuration window Servers Lists other AltiServ servers you have entered in the IP Dialing Table window, which have AltiServ-to- AltiServ connections to your server G711 IP Ranges Lists the G.711 dynamic IP address ranges you...
Page 228 Extension and Workgroup Configuration To set the codec for a connection to another AltiServ server: Select the server in the Servers list. In the drop-down below the list, select the codec to use for a connection to this server. Note: AltiServ-to-AltiServ IP connections between systems using OE 4.5 must use the same codec.
Page 229: Setting The Line Properties
Setting up Extensions While the IP extension is logged in, the user can activate the physical extension on a phone using the #27 feature code. This logs off the IP extension. Setting the Line Properties For a physical extension, you can configure hardware options on the board port used for the extensions.
Page 230 Extension and Workgroup Configuration Configure the following hardware extension-specific features: Parameter Description Message Waiting Type of Message Waiting indicator for the phone set: Signal Type • None. • Voltage—voltage-based indicator. • FSK—Frequency Shift Keying indicator. • Tone—tone-based indicator. Caller ID Signal Message format with which to send Caller ID Format information:...
Page 231 Setting up Extensions You can also access this window by double-clicking a span in Channel Mapping List of the Triton Analog Station Board configuration window. Figure 6. Triton Analog Station Line Properties dialog box 202 AltiWare OE System Installation & Administration Manual...
Page 232: Setting Up Workgroups
Extension and Workgroup Configuration Configure the following hardware extension-specific features: Parameter Description Message Waiting FSK or None. Signal Type Caller ID Signal SDMF, MDMF, or None. Format Line Disconnect The loop break desired for answering Signal supervision, either 200 or 600 ms. Note: If the extension uses a 390 phone with Intercom service, set this to 750 ms.
Page 233: Establishing Workgroup Membership
Establishing Workgroup Membership • The first step is creating a workgroup pilot number, a type of logical extension, as discussed under “Setting up Extensions” on page 191. • Once the workgroup pilot number is created, you can use the Answering window of Extension Configuration to establish call answering options—for example, ringing the first available group member, ringing the longest idle member, and so forth—as well as No- Answering and other options.
Page 234: Adding Extensions To Workgroups
Extension and Workgroup Configuration Adding Extensions to Workgroups To add extensions to a workgroup, select the workgroup pilot number in the list of extensions in the General window, then click the Workgroup tab. The workgroup pilot number appears in the window title bar. Figure 7.
Page 235 Establishing Workgroup Membership To remove extension(s) from a workgroup: Click the extension number(s) in the Member list. Click Remove to move them to the Not Member list. Setting the Audio Peripheral Options In the Workgroup view of the Workgroup window, you can also set audio peripheral options—which greetings and updates to use, and so forth.
Page 236: Assigning Workgroups To Extensions
Extension and Workgroup Configuration Workgroup Ring No Answer Handling In the Workgroup view of the Workgroup window, you can also set options for RNA handling for an entire workgroup. If an incoming call encounters RNA for every agent in the workgroup, the call will be forwarded according to these settings.
Page 237 Establishing Workgroup Membership To open the Extension view of the Workgroup window: Select the Virtual or Physical extension number in the list of extensions in the General window. Click the Workgroup tab. The Extension view of the Workgroup window opens, with the extension number appearing in the window title bar.
Page 238 Extension and Workgroup Configuration To remove workgroups assigned to a physical or virtual extension: Click the workgroup pilot number(s) in the Member list. Click the Remove button to move them to the Not Member list. Setting Wrapup Time In the Extension view, you can set the Wrapup Time for the selected physical extension.
Page 239: Setting Up Station Speed Dialing
Setting up Station Speed Dialing To set the extension Inter Call Delay time: Check the Inter Call Delay box. Using the drop-down lists, select the seconds for the delay. The default is 15 seconds. Setting an Outgoing Workgroup In the Extension view, you can assign an agent to an outgoing workgroup, which is useful for call detail reporting and workgroup statistics.
Page 240 Extension and Workgroup Configuration To work with Speed Dialing settings, select the extension number you want to work with from the list in the Extension Configuration General window, then click the Station Speed tab. Figure 9. Station Speed Dialing window, Extension Configuration Editing Speed Dial Entries To add or edit an entry: Double-click the Station ID number you want to work with, or select...
Page 241: Setting The Mailbox Options
Setting the Mailbox Options comprises of 9 (trunk access code), 1 (long distance prefix), followed by 408 (area code), and finally the seven digit telephone number. Valid digits include 0 through 9, #, *, and (,) comma. The comma represents a one (1) second pause. Note: You can use Apply to…...
Page 242: Setting An Information-Only Mailbox
Extension and Workgroup Configuration To work with mailbox settings, select the extension number you want to work with from the list in the Extension Configuration General window, then click the Mailbox Setting tab to open the Mailbox Setting window. Figure 10. Mailbox Setting window, Extension Configuration Note: You can use Apply to…...
Page 243: Disabling A Mailbox
Announce Message Selected, the user hears the name of the Sender Before message sender (internal sender only) before Playback listening to recorded AltiGen Voice Mail System messages. Announce Time Selected, the user hears the timestamp (time Stamp Before and date) of each message before playback.
Page 244: Setting Mailbox Capacities
Extension and Workgroup Configuration Setting Mailbox Capacities You can set various mailbox capacities with the following options: Parameter Description Max Number of Maximum number of messages stored in the Messages user’s mailbox. The range is 1–999, defaulting to 100. Mailbox Size Mailbox size in MBs of stored messages.
Page 245: Setting The Message Types For Notification
Setting Message Notification Options Figure 11. Notification window, Extension Configuration Individual users can also configure Message Notification within the AltiGen Voice Mail System. Note: You can use Apply to… to apply notification settings to one, some, or all extensions. See “Apply or Apply To…?” on page 190 for more information on using Apply to….
Page 246: Setting The Type Of Notification
Extension and Workgroup Configuration Setting the Type of Notification There are three options for sending the notification or reminder message: phone, pager, or extension. To use the Extension option, select the Extension radio button, then type the extension number into the text box. For the Phone and Pager options, first specify the trunk or route access code using the drop-down list next to the Extension radio button.
Page 247: Setting Notification Timing
Configuring Calling Restrictions Setting Notification Timing You can set the type of delay detection and the duration (from 5 to 30 seconds) before the system sends the return phone number (the System Main Number as set in the System Configuration General window) after the system detects an answer when sending a notification: •...
Page 248: Setting Call Restriction Options
Extension and Workgroup Configuration To work with extension call restrictions, select the extension number you want to work with from the list in the Extension Configuration General window, then click the Restriction tab to open the Restriction window. Figure 12. Restriction window, Extension Configuration Note: You can use Apply to…...
Page 249: Setting Other Call Restrictions
Setting Answering Options • Allow Internal/Local Calls AND Restrict Other Calls by Allowing Certain Prefixes—internal calls, local calls and prefixes you specify in the Prefixes Allowed boxes. Include all relevant prefix numbers, for example, starting with 1 + prefix. • Allow Internal/Local Calls AND Restrict Other Calls by Disallowing Certain Prefixes—disallows calls to outside numbers with prefixes you specify in the Prefixes Disallowed boxes.
Page 250: Forwarding All Calls
Extension and Workgroup Configuration You can use Apply to… to apply call restriction settings to one, some, or all extensions. See “Apply or Apply To…?” on page 190 for more information on using Apply to…. However, since the available options vary with the type of extension, you can only apply the choices to the same type of extension.
Page 251 Setting Answering Options A One Hop Limit to Call Forwarding for a Transferred Call There is a one hop limit to call forwarding when the call that is being passed is a transferred call. For example, extension 100 receives a transferred call and forwards this call to extension 101;...
Page 252: Handling Busy Calls
Extension and Workgroup Configuration • To a Paging Trunk—forwarding to a pager is available for virtual extensions only. Select the trunk to use in the drop-down list. The trunk must have been configured as a paging trunk in Trunk Configuration… of the Management menu. Forwarding calls to a pager is possible but not recommended since callers will only hear what is heard when calling a pager and will not know to enter a return phone number unless instructed.
Page 253: Enabling "Do Not Disturb
Setting Answering Options Enabling “Do Not Disturb” This is not available for workgroup pilot numbers. Select the Do Not Disturb checkbox option to send all calls for the selected extension(s) to the extension’s voice mail. This feature is also accessible by the user at the user’s station by dialing #33.
Page 254: Setting Workgroup Handling
Extension and Workgroup Configuration 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. • It is available to workgroup pilot numbers when the Forward to Workgroup Voice Mail, Forward to Member Voice Mail, or Forward to Next Workgroup Member is selected.
Page 255: Configuring One Number Access
Configuring One Number Access Note: When this option is enabled, a single workgroup can have no more than 20 members set to Ring All. If members are using IP extensions, the system will require an equal or greater number of available IP ports than the number of IP extensions. For example, with 15 IP extensions set to Ring All in a single workgroup, the system needs to have at least 15 IP ports available at any given time.
Page 256: Enabling One Number Access
Extension and Workgroup Configuration To configure ONA, select the extension number from the list in the Extension Configuration General window, then click the One Number Access tab. Figure 14. One Number Access window, Extension Configuration Note: You can use Apply to… to apply some ONA settings to one, some, or all extensions of the same type—physical to physical, workgroup to workgroup, etc., but only if the extensions are ONA enabled in the Answering window.
Page 257: Setting Caller Id Verification
Configuring One Number Access If you select this last option, Enabled based on the following schedules, you can then select and set up to four different time periods—Schedules 1 through 4—using the From and To time drop-down lists. After choosing any of the enabling options, you set the Verify Caller ID and Forwarding choices, and these are discussed below.
Page 258: Specifying Forwarding Numbers
Extension and Workgroup Configuration Specifying Forwarding Numbers The Forwarding Numbers are used by the system to find the user when ONA is active. You can set up to four different numbers. When ONA is active, the system dials the forwarding number(s) in the order from Forwarding Number 1 through Forwarding Number 4.
Page 259: Configuring A Monitor List
Setting Up Monitor Lists • If you add an extension (1001, for example) that belongs to Workgroup A to the Monitor List for a member of Workgroup B, the Workgroup B member will only be able to pick up personal calls to 1001, not workgroup calls.
Page 260 Extension and Workgroup Configuration To add members to the list: From the Monitor Available list, select the extensions to add to the extension user’s AltiView Change Monitor window. Click Add to move the extensions to the Monitor List. To remove members: Select the extensions in the Monitor List.
Page 261 Setting Up Monitor Lists 232 AltiWare OE System Installation & Administration Manual...
Page 262: Out Call Routing Configuration
H A P T E R Out Call Routing Configuration Out Call Routing Configuration allows you to define default routes for outgoing calls as well as special routing for specific prefixes. A route definition consists essentially of a name and a group of trunks, listed in the order accessed for outgoing calls.
Page 263: Working With Route Definitions
Working with Route Definitions Accessing Out Call Routing Configuration To access Out Call Routing Configuration, select Out Call Routing Configuration... on the Management Menu. Working with Route Definitions The Route Definition tab is the default view on the Out Call Routing Configuration window.
Page 264 Out Call Routing Configuration Adding Route Definitions To add a route definition: Click Add under the route definition list. The Add an entry dialog box appears: Figure 2. The Add an entry dialog box Type in a name and index number: •...
Page 265: Setting Default Routes
Setting Default Routes • Member and Non Member Trunks Use this to define the trunks and trunk order for the route. Member Trunks—displays the trunks assigned to the selected route. The order in which member trunks are added determines the order in which the trunks are accessed.
Page 266: About Call Routing And 911 Calls
Out Call Routing Configuration Click the Default Routes tab in the Out Call Routing Configuration window to display the Default Routes window. Figure 3. Default Routes window, Out Call Routing Configuration For each of the four types of calls, you can use the drop-down lists to select up to six route definitions.
Page 267: Setting Dialing Pattern Routing
Setting Dialing Pattern Routing Setting Dialing Pattern Routing You can use the Dialing Pattern window to create or disallow routing for specific dialing patterns. As noted in “About Restricting Outgoing Calls” on page 233, there are three AltiWare functions to restrict outcalls, of which the Call Restriction setup of System Configuration takes precedence.
Page 268 Out Call Routing Configuration Adding a Dialing Pattern Definition 1. Click Add to open the Add an entry dialog box. 2. Type in a Prefix number, select the pattern length, then click OK. Note: The pattern length tells the system to wait for n number of digits to be dialed before executing the route or disallowing the call.
Page 269 Setting Dialing Pattern Routing Example: 10-Digit Dialing A sample use of dialing patterns is enabling 10-digit dialing, which some geographical areas require. Normally, AltiServ prepends a “1” to 10-digit numbers when users use single-click calling features such as zoomerang or calling from a Contacts list in AltiView or a TAPI-enabled application.
Page 270: Auto Attendant Configuration
Auto Attendant Configuration Auto Attendants perform simple call processing tasks such as transferring calls to extensions to the AltiGen Voice Mail System or the operator, or giving information and secondary options. It can also provide general information that is frequently asked, such as company address. Auto Attendants allow multiple incoming calls to be answered simultaneously.
Page 271 1. Before you configure tasks for one or more Auto Attendants, you should plan the entire setup. Decide how many options you will provide at each menu and how many menu levels you will use. Based on the action choices in each menu, write down the appropriate prompts or phrases that are to be played at each menu level.
Page 272 Auto Attendant Configuration Example: Auto Attendant Planning AltiWare OE System Installation & Administration Manual...
Page 273 100, Phrase 10 110, Phrase 20 Auto Attendant ID: Auto Attendant ID: Main Menu for XYZ Office Express Support Digit Meaning Action Digit Meaning Action Reserved Collect Installation Call Extension Extension (Workgroup Extensions 350) Collect Extension Board Call Extension prompts) Support (Workgroup Collect...
Page 274: Adding Auto Attendants
Auto Attendant Configuration Adding Auto Attendants The first 16 Auto Attendants are provided by default with the menus blank. You can edit these as described in “Editing Auto Attendants” on page 246. You don’t need to add a new Auto Attendant if you’re going to use 16 or fewer.
Page 275: Editing Auto Attendants
Editing Auto Attendants Select an ID in the drop-down list and type in a descriptive Name for Auto Attendant, then click OK. • Edit—opens the Auto Attendant window, where you can edit the Auto Attendant as described in “Editing Auto Attendants” on page 246 •...
Page 276: Configuring Menu Items
Auto Attendant Configuration Configuring Menu Items For any menu item you want to use, you make an action assignment. If you want the assignment to expand the menu to the next level, choose the assignment, Level—Expand Tree. To make an assignment, select a menu item in the menu tree at the left, then configure it using the entries at the right.
Page 277 Prompts are numbered in the range of 0–300. The default prompt is 1, a generic greeting. See “Using Pre-Recorded Prompts” on page 251 to see the script of this prompt and other AltiGen supplied pre- recorded prompts. Discussions on using customized and professionally recorded prompts follow the section on using the AltiGen supplied greetings.
Page 278: Collecting Digits
VM - Mailbox Access AltiGen Voice Mail System Routes the call to the voice mailbox after successful login. This is nor- mally assigned to the # digit.
Page 279: Making Auto Attendant Assignments
Editing Auto Attendants To use the Collect Digits action: Selecting the Collect Digit action, first set the following additional parameters: Figure 3. Collect digits • Text Tag—a name for this set of options. • Min. Length—the minimum length of digits to be collected. •...
Page 280: Phrase Management
Auto Attendant Configuration Phrase Management You might want to record unique phrases to customize an Auto Attendant or a workgroup. When the system is configured to answer incoming calls by the Auto Attendant, callers hear a customized greeting. For example: “Thank you for calling ABC Company.
Page 281: Recording Custom Phrases
To record a custom phrase: Log in from any telephone on the system with the system manager’s extension and password. This brings you to the AltiGen Voice Mail System Main Menu. Press 6 for the Phrase Management option. Press 2 to record a phrase.
Page 282: Using Professionally Recorded Phrases
AltiServ. AltiGen provides a utility to convert these files into the proper AltiServ format. Some recording studios provide the conversion service for an additional fee. The converted file can then be used for Auto Attendant or Workgroup setup.
Page 283 Phrase Management 254 AltiWare OE System Installation & Administration Manual...
Page 284: Additional Setup
H A P T E R Additional Setup This section describes additional system features that must be configured through the Management menu or through AltiWare Tools. Audio Peripheral Configuration The Audio Peripheral Configuration window (see Figure 1) is used to set •...
Page 285: Configuring Music On Hold And Recorded Announcements
Audio Peripheral Configuration Configuring Music On Hold and Recorded Announcements Callers will hear the music or recorded announcement configured in Audio Peripheral Configuration only if the user places the caller on hold by pressing FLASH or LINK. If the user presses HOLD, the caller hears nothing.
Page 286: Mvip Clock Configuration
Additional Setup Use the drop-down list to select the Quantum or Triton Analog Station board to which the overhead paging is attached. MVIP Clock Configuration The MVIP Clock Configuration option in the Management menu allows you to manually set the master clock for the system. By default, the system is set on “Auto,”...
Page 287: Feature Tips
Feature Tips Feature Tips Each time a user logs into the AltiGen Voice Mail System, the user will hear a Feature Tip, helpful tips and reminders of the most useful features for optimal use of AltiServ. There are a total of eleven tips and a different tip is played each time the AltiGen Voice Mail System is accessed.
Page 288: System Data Management
H A P T E R System Data Management AltiWare System Data Management provides for backing up data to, and restoring files from, a system hard disk drive or a network drive. This option can only be accessed at the AltiServ system; it is not available from a remote AltiAdmin client.
Page 289: Backing Up Files
Backing up Files Backing up Files To backup files immediately: Open the System Data Management window as described in the preceding section, then select the Backup icon to view the Backup Configuration dialog box. Figure 2. Backup Configuration dialog box In the Components box, select the files you want to back up.
Page 290: Scheduling Backups
System Data Management Scheduling Backups You can set up automated backup on a schedule, and you can select the days, the times, and the target drives and folders for the backup. To set backup schedules: Open the System Data Management window as described above, then select the Schedule icon to view the Backup Schedules dialog box.
Page 291: Restoring Backed Up Files
Restoring Backed up Files Restoring Backed up Files To restore the backed up files: Open the System Data Management window as described in “Using Backup and Restore” on page 259, then select the Restore icon to view the Restore Configuration dialog box. Figure 4.
Page 292: System Report Management
H A P T E R System Report Management AltiServ provides system management reports that contain information on system configuration summary, traffic, system log, call detail summary, and IP cumulative traffic statistics. System Summary Report The System Summary report provides summary information on extensions, trunks, and workgroups configured in the system.
Page 293: System Log
System Log The system configuration summary data includes basic attributes on extensions, workgroups and workgroup members (click a workgroup to display the workgroup’s members), trunk location and access, and messaging usage by extension. You can Print this report using the Print button. System Log The System Log window displays information on system operating status.
Page 294: Ip Cumulative Traffic Statistics
System Report Management Use the Log Level dropdown list to view the level of severity for system errors. Level 0 displays the most obvious system errors, Level 5 displays all system errors in specific detail. IP Cumulative Traffic Statistics To view a report of all cumulative IP traffic, click AltiWare IP Traffic Statistics from the Reports menu.
Page 295: Resetting Cumulative Statistics
IP Cumulative Traffic Statistics Parameter Description Packets Lost Displays the number of voice packets that have been lost due to prolonged delays, network congestion, or routing failure. Average Jitter displays the average length of delay per voice packet in milliseconds. This figure should stay under 100 milliseconds.
Page 296: Data And Internet Integration
H A P T E R Data and Internet Integration This section describes how to integrate AltiServ with the Internet and data communications. It will cover the following areas: • Email • Mail forwarding • Exchange integration • AltiReach Setup Network Protocol and Addressing The AltiServ system integrates telephony functions with the LAN and Internet to provide a state-of-the art communication facility with local and...
Page 297: Network Address
Network Protocol and Addressing TCP/IP - Transmission Control Protocol/Internet Protocol (TCP/IP) is the protocol used on the Internet. A protocol stack is a collection of actual protocol layers used to establish a connection across the network that allows dissimilar network devices to exchange information.
Page 298: Local Address
Data and Internet Integration altigen.com com = first level domain name altigen = second level domain name Local Address When you are sending messages among users in a LAN, the local address is used in place of the extended network address. Local addressing is used in a peripheral node or station and is transformed to or from an extended address for delivery purposes.
Page 299: Setting Up Email Service
Setting Up Email Service AltiWare provides users with the ability to record a voice annotation and attach it to an email mixed-media message. This voice recording must be done before the user sends the email in order to send the voice annotation as an attachment to the email.
Page 300 Select and give your ISP a unique Domain Name. Each domain must have a unique name associated with it, such as the address for AltiGen, which is “altigen.com”. • Obtain a Block of IP Addresses and assign a unique IP address to each client on the LAN.
Page 301 Configure the following: • Host Name—enter the name of the server (for example: melody) • Domain—enter the domain name (for example: altigen.com) • DNS Service Search Order—enter the IP address of either your own or your ISP’s Domain Name Server.
Page 302 AltiServ is the server that actually receives the mail or messages. For example, AltiGen has named its server “global_cti.” This tells the DNS to route all mail or messages for altigen.com to the global_cti server. Your AltiServ’s IP address (e.g., 200.133.204.2).
Page 303 Setting Up Email Service window. Be sure that Enable SMTP/POP3 Service (in the E-Mail Messaging Options field group) is deselected. Open the Windows Internet Information Services window by right- clicking the My Computer icon and choosing Manage from the popup. Expand Services and Applications in the tree to view Internet Information Services.
Page 304: Setting Up Lan And Internet Email On The Client
Data and Internet Integration • Select Allow Inbound Internet Mail if AltiServ is the only mail server running on the system. If you are running another SMTP server on the same system (such as Exchange) and you do not want AltiServ to receive inbound Internet mail, you should leave this box unchecked.
Page 305: Setting Up An Exchange Server
Setting up an Exchange Server • Enter the Incoming Mail (POP3) Server address. • Enter the Outgoing Mail (SMTP) Server address. Figure 4. Netscape Mail Server Setup Set up helper applications and general preferences for the email client application (i.e., associates the .WAV files with sound recorder application).
Page 306: Prerequisites
Select About from the Help menu of AltiWare Administrator. The version displayed should be AltiWare OE 3.5 or higher. If you have an older version, contact AltiGen Technical Support to find out how to upgrade to the latest version of AltiWare.
Page 307 Figure 5. Windows Service window Select AltiGen Switching Service COM Server from the control panel of AltiServ. Highlight the AltiGen Switching Service Com Server and click the Startup button. A Service startup options dialog box will popup: Figure 6. Service Startup options dialog box...
Page 308: Exchange Server Prerequisites
If this is not the case, you need to re-install AltiWare while logged in as a domain administrator with local administrator privileges. • Repeat the previous step, but this time, check the Log On As account for AltiGen Exchange Integration Service COM Server. Exchange Server Prerequisites •...
Page 309 Setting up an Exchange Server To check that all Exchange Server Services Have Started: Open the Control Panel and click the Services icon to view the Services window. Figure 7. Exchange Server Services Window Check the status of the following services to see if they are started: •...
Page 310: Exchange Server Configuration
Open the Exchange Administrator on the Exchange Server and do the following: Select New Mailbox from the File menu. Input a mailbox name, for example, first name AltiGen, last name Assist, display name AltiGen Assist and alias name AltiGenA. Click Primary Windows NT Account and in the dialog box, select <Domain>\AltiGen_<AltiservSystemName>...
Page 311: Microsoft Exchange Administrator Configuration
Click the primary NT account and select Use Existing Account. This account can then be added from the user manager window. Remember that this can only be achieved if AltiGen has an account in the same domain as the Exchange Server or a trusted domain.
Page 312: Installing Outlook 2000 Client On The Altiserv System
Data and Internet Integration Figure 10. Properties window, Exchange Object Add <Domain>\AltiGen_<AltiServSystemName> (e.g. AltiGen_telesystem) account to the account list. Change the accounts role to Service Account Admin from the Roles combo box (see Figure 10). Repeat the above two steps for the Domain and Configuration containers.
Page 313 In the above dialog box, type in values for the Microsoft Exchange Server and Mailbox. Enter the name of the Exchange server, and enter the test mailbox we created (AltiGen Assist) in the Mailbox field. Click the Next button to bring up the next dialog box, which asks a Travel question, to which you should answer No, then click Next.
Page 314 Data and Internet Integration To check the Outlook 2000 mode: Start Outlook 2000. Select Tools from the menu options. Figure 12. Outlook Tools menu If there is a menu item Service, it means Outlook 2000 is in the mode of Corporate or Workgroup. You can move on to the next set of steps.
Page 315 Setting up an Exchange Server Click Reconfigure Mail Support… to open the E-mail Service Options dialog box. Figure 14. Email Service Options Select Corporate or Workgroup and click Next. When a dialog box pops up, click Yes. To configure an Outlook 2000 profile: Start Outlook 2000.
Page 316 Restart Outlook 2000 at least once. Test the configuration by sending an email, then check if you receive it. When the reboot is complete, log on using the AltiGen service account. Open Outlook, and from the Tools menu, select Services.
Page 317: Enabling The Exchange Server
Setting up an Exchange Server This completes setting up AltiServ and Exchange server systems properly, and you are ready to enable the Exchange Integration feature. Please remember you MUST have completed the previous steps before moving ahead. Enabling the Exchange Server Delete obsolete files from \altiserv\exe directory.
Page 318 Data and Internet Integration Figure 17. General window, Extension Configuration Make sure that the E-mail Name field contains alphanumeric characters only and does not contain other characters such as spaces ( ) or periods ( . ). In Exchange Administrator, ensure that for each mailbox in Microsoft Exchange Server to be synchronized, the First Name and Last Name are exactly as they appear in their corresponding extensions in AltiAdmin.
Page 319 Setting up an Exchange Server Important:The Middle Initial field should be empty for Exchange Server mail accounts in order for Exchange Integration to work properly. Figure 18. Mail account configuration in Exchange Administrator Use these preceding steps to double check the synchronization of all mailbox names used jointly by AltiServ and Exchange Server.
Page 320: Testing The Exchange Server Setup
Data and Internet Integration Enable the Exchange Integration feature in AltiAdmin In AltiAdmin, select System Configuration from the System Management menu. Select the Messaging tab, and under the E-mail Messaging Options, check the Synchronize with Exchange Server box only. Figure 19. Messaging window, System Configuration Enter the name of the Exchange Server (e.g.
Page 321: Troubleshooting Tips
If any of these tests fail, consult the “Troubleshooting Tips” section. Troubleshooting Tips To check profiles: Log on to the AltiServ system as the AltiGen service account (e.g. AltiGen_telesystem). Select the Mail Icon from the Control Panel. Click Show Profiles. For the test mailbox there should be profiles named such as AltiExch<ServerName><FirstName><LastName>...
Page 322: Notes
• Prevent attempts by the Exchange Administrator to use the existing service account for the AltiGen Exchange Integration Service. Using the AltiGen service account will provide you an audit trail that is invaluable while troubleshooting. • Depending on the number of emails you have on the Exchange server, the initial mailbox synchronization may take a long time.
Page 323: Prerequisites
When checking the profiles using the mail icon in the control panel of AltiServ, you should see one account for each mailbox. You will see these profiles only if you are logged on as the AltiGen service account (e.g. AltiGen_telesystem).
Page 324 Full Computer Name and Domain. Note the value in the Domain field. Repeat the same steps on the Exchange server system and make sure the domain names are the same. To verify AltiGen Services: Select Start Programs Administrative Tools Services.
Page 325: Exchange Server Prerequisites
Setting up an Exchange Server Double-click AltiGen Switching Service COM Server to launch its Properties dialog. Figure 21. Service Properties dialog box In the Log On tab, set <DomainName>\AltiGen_<ServerName> as the account. In this example, it is GOLDMINE\AltiGen_ALTIWARE4_1. If this account is not available, you must reinstall AltiWare while logged in as a domain administrator with local administrator privileges.
Page 326 Data and Internet Integration To check the Windows 2000 Server version: Click the Start button, select Run, and type winver in the Run dialog box. It should say: Windows 2000 Server Version 5 (Build 2195: Service Pack 1) Service Pack 1 is the minimum required. To check the Exchange Server version: Click About in the Exchange Administrator.
Page 327 Setting up an Exchange Server To check that all Exchange Server Services Have Started: Open the Control Panel and click the Services icon to view the Services window. Figure 22. Exchange Server Services Window Check the status of the following services to see if they are started: •...
Page 328: Microsoft Exchange Administrator Configuration
Data and Internet Integration Microsoft Exchange Administrator Configuration From the Windows Start menu, launch Programs Microsoft Exchange System Manager to open the Exchange System Manager window. In the Exchange System Manager window, expand the Servers to locate the Exchange 2000 server. Right-click its name to pop up a menu;...
Page 329 Setting up an Exchange Server Figure 24. Assigning permissions to the AltiWare server Checking the AltiGen Service Account Check to see that the AltiGen Service account has been added properly. From the Windows Start button, launch Programs Microsoft Exchange Active Directory User and Computers.
Page 330: Installing Outlook 2000 Client On The Altiserv System
Data and Internet Integration Installing Outlook 2000 Client on the AltiServ System (Same as settings for Exchange Server for Windows NT 4.0 Integration, follow steps under “Installing Outlook 2000 Client on the AltiServ System” on page 283.) Enabling the Exchange Server (Same as settings for Exchange Server for Windows NT 4.0 Integration;...
Page 331 Exchange on Windows 2000 1. Run Program> Exchange> System Manager>Server 2. Right-click on the name of Exchange Server to integrate. 3. Go to Properties > Security > Add > name of AltiGen Server linked up. 302 AltiWare OE System Installation & Administration Manual...
Page 332: About Altireach Configuration
Data and Internet Integration In AltiWare, enable the “Exchange Message Synchronization” check box in the Mailbox Setting of the user in Extension Configuration. Then, enable the “Synchronize With Exchange Server” checkbox and add the name of the Exchange server in the Messaging window of System Configuration. To troubleshoot this integration, you may 1) run an Exchange Server Trace or 2) login to AltiWare as Domain Administrator.
Page 333 About AltiReach Configuration To troubleshoot or double-check the server configuration: • Internet Services Manager (IIS) 2.0 and 3.0: In the Microsoft Internet Services Manager WWW (Running) settings, the Home directory is set to c:\altiserv\webmgmnt (where c:\ is the local drive on which AltiWare is installed).
Page 334: Using Tapi
If your office has an off-the-shelf application for calling contacts without manually dialing the telephone's keypad that supports the Telephony Application Programming Interface (TAPI), you can install AltiGen’s TAPI gateway to use this functionality through your AltiServ installation. An example of such an application would be Microsoft Outlook.
Page 335: Installing Tapi Services
Installing TAPI Services Client • Windows 98, Windows NT 4.0 with Service Pack 6a or Windows 2000 • Network connection with TCP/IP enabled • A TAPI application (Phone Dialer, Outlook, etc.) Installing TAPI Services Note: Install the TAPI services (TAPI Proxy Server and TAPI Service Provider) after physically configuring your AltiServ system.
Page 336: Changing Tapi Configuration Parameters
Choose AltiGen (TM) Communications Service Provider and click Configure. In the AltiGen TAPI Device Detect dialog box, click Configure. In the AltiGen TAPI Configuration dialog box, click Extension. Enter the extension number and password of the entry you want to change and click Remove.
Page 337 Changing TAPI Configuration Parameters 308 AltiWare OE System Installation & Administration Manual...
Page 338: Setting Up Ip Extensions
H A P T E R Setting Up IP Extensions IP extensions communicate with the AltiServ system using IP-based protocols to carry voice and signaling data. Instead of PSTN, they use a data networking connection such as an Ethernet 10-Base-T (RJ-45). In AltiWare OE Release 4.5, AltiServ supports only those devices that are based on H.323 protocol.
Page 339: Configuration
Static IP address assigned to each extension configured for an IP connection (recommended, but not required) Client • An AltiGen-certified IP phone device (see “Clients” on page 311 for details) • High-speed data connection to the AltiServ system (minimum 64kbps)
Page 340: Clients
Location column of the Extension View every time the extension user enables an IP extension. Clients Currently, AltiGen certifies the following four IP phone/adapter devices: • Quicknet—PhoneJack™ PCI adapter and PhoneCard™ PCMCIA adapter with Internet SwitchBoard™ software • Siemens HiNet LP5100 IP Phone •...
Page 341 Configuration AltiView Integrated with NetMeeting AltiView (versions 4.0 and higher) provides an option called IP Extension Integrated with NetMeeting that allows it to use NetMeeting as the IP extension. In addition to the AltiView software, the client requirements are as follows: •...
Page 342: Altiweb
H A P T E R AltiWeb AltiWare OE 4.5 integrates VoIP, Auto Attendant, and Microsoft Internet Information Services (IIS) to provide the AltiWeb feature, which allows internet users to talk to an extension via VoIP and share web pages. System Requirements •...
Page 343: Installing Altiweb
Installing AltiWeb Make sure AltiWare OE Release 4.5 has been installed on the AltiServ system and the link to TCP/IP is enabled before continuing with CDR Search setup. Log in to the client machine using a domain account and make sure it is connected to the network on which AltiServ is running.
Page 344: Altiweb Directory Structure
AltiWeb Verify the physical location of the AltiWeb directory by right-clicking the Default Web Site, and selecting Properties. On the Home Directory tab of the Properties dialog, the Local Path field shows AltiWeb’s physical location on the drive (in this case C:\Inetpub\wwwroot\altiweb).
Page 345: Applet Subdirectory Files
AltiWeb Directory Structure Applet Subdirectory Files The Applet subdirectory contains sample pages you can use to set up Web Call, as well as files necessary for proper AltiWeb functioning. • Contact.htm—Customer Information page for use with Auto Attendant • contactaltigen.htm—Customer Information page for use without Auto Attendant •...
Page 346: Tagging Pages For Url History
AltiWeb Collecting Form Data, IVR Data, and URL History You can configure AltiWeb to display Form Data, IVR Data, and URL History when a web call is answered by an extension with the AltiAgent application. The IVR data comes from the Auto Attendant/Collect The Form Data come from the <form...
Page 347 Tagging Pages for URL History Scenario 1—Caller Data from Web Page The following scenario, based on contactaltigen.htm, exemplifies the simplest implementation of AltiWeb. A web caller browses the company web site and has a question regarding some product information. The web caller clicks the "contact us" link on the web page. The Customer Information page (contactaltigen.htm) opens.
Page 348 AltiWeb window to display a DialPad the caller can use to dial any extension. For details, refer to “Customizing Contactaltigen.htm” on page 321. Once NetMeeting successfully connects to an AltiGen VoIP port, the web caller is routed to the proper extension. AltiWare OE System Installation & Administration Manual...
Page 349 Tagging Pages for URL History If the call goes to an AltiAgent user, the Caller Data window shows the Form Data and URL history. Figure 7. Caller Data window in AltiAgent From this point, in addition to voice communication, the agent can push and share web pages with the caller.
Page 350 AltiWeb Customizing Contactaltigen.htm You can use the Contactaltigen.htm page to collect caller information, and automatically direct the call to a specific extension. This collected information is then displayed on the agent’s screen. To alter form data: Using Notepad or another html editor, modify Contactaltigen.htm source code as follows: Change the ServerIP.
Page 351 Tagging Pages for URL History Scenario 2—Caller Data from Auto Attendant The following scenario, based on contact.htm, exemplifies a customized implementation of AltiWeb. A web caller browses the company web site and has a question regarding some product information. The web caller clicks the "contact us" link on the web page. The Customer Information page (contact.htm) opens.
Page 352 Note: If NetMeeting is not installed on the caller’s computer (or it’s not configured correctly), an error message displays. Once NetMeeting successfully connects to an AltiGen VoIP port, the web caller sees the Customer Support page, and hears a prompt requesting the selection of Sales or Tech support.
Page 353 Tagging Pages for URL History The caller selects Sales, and the Customer ID window (customerid.htm) appears. Figure 10. Customer ID window Once the caller enters the customer ID and clicks Submit, the Product ID window (productid.htm) appears. Figure 11. Product ID window After the caller enters the product ID and clicks Submit, the web caller is routed to the proper extension.
Page 354 AltiWeb If the call goes to an AltiAgent user, the Caller Data window shows Form data, IVR data, and URL history. Figure 12. Caller Data window in AltiAgent From this point, in addition to voice communication, the agent and caller can share web pages. For procedures, refer to the section on “Viewing, Sharing, or Pushing Data”...
Page 355 Tagging Pages for URL History Customizing Contact.htm You can use the Contact.htm page to collect caller information, and then automatically direct the call to a specific extension. This caller information is then displayed on the agent’s screen. To alter form data: Using Notepad or another html editor, modify Contact.htm source code as follows: Change the ServerIP.
Page 356 AltiWeb <font face=Verdana> <input type="text" name="CustomerName" maxlength=40 size=20 tabindex=1>   </font></td> </tr> AltiWare OE System Installation & Administration Manual...
Page 357 Tagging Pages for URL History Configuring Auto Attendant for Scenario 2 Scenario 2 demonstrates how to use Auto Attendant in conjunction with AltiWeb. For example, when the web caller clicks the Submit button (1), Web Call connects and the Customer Support page appears. When the customer clicks Sales (2), the Customer ID (3) and Product ID (4) pages follow before the caller is put through.
Page 358: Configuring Auto Attendant
AltiWeb Configuring Auto Attendant Note: For detailed instructions, refer to Chapter 7, "Auto Attendant Configuration," in the System Administration Manual. Run Auto Attendant. Select 0-expand tree. Figure 14. "0 - expand tree" window Make the following entries, then click Apply. •...
Page 359 Tagging Pages for URL History Select 1-get digits. Figure 15. "1-get digits" window Make the following entries, and click Apply. • Type an Item Name, if desired. • Check Push URL, and type the path of the page you want to display (e.g., sales_cid.htm).
Page 360 AltiWeb Select &-get digits. Figure 16. "& - get digits" window Make the following entries, then click Apply. • Type an Item Name, if desired. • Check Push URL, and type the path of the page you want to display (e.g., sales_pid.htm).
Page 361 Tagging Pages for URL History Select &-to extension. Figure 17. "& - to extension" window Make the following entries, then click OK. • Type an Item Name, if desired. • Select Call - To Ext/Workgroup from the Actions dropdown. • Select the Extension. 332 AltiWare OE System Installation &...
Page 362: Altiweb Security
AltiWeb Security AltiWeb (and AltiReach) uses Microsoft IIS as a web server, which poses web server security issues common to all Microsoft users. AltiGen recommends the following basics steps to protecting AltiWare from antiviruses and worms: •...
Page 363: Symantec Norton Antivirus Corporate Edition 7.5
AltiWeb Security Computer viruses can penetrate a PC in many ways, network shares, emails, OS security holes, and more. Here are some common practices to follow. If necessary, open shares for READ ONLY. Monitor Microsoft security bulletins for updates. Open only the necessary ports on your firewall.
Page 364: Enable Real-Time Scan
AltiWeb To receive updates on the fly, Click on File menu and choose LiveUpdate and get the latest virus definition. Enable Real-Time scan Click on Configuration menu and choose File System Realtime Protection Check Enable File System Realtime Protection Choose All Files for File Types Check Display message on infected computer (optional) Click Advanced button and bring up advanced options (optional) Uncheck backup files before attempting repair if your...
Page 365 AltiWeb Security 336 AltiWare OE System Installation & Administration Manual...
Page 366: Tools
Configuration Reader is a tool that creates a subdirectory in \altiserv\EXE\AltiWareHtml\ of html files showing details of your AltiWare configuration. Another file, altigen_ rc.dat, summarizes all this information and can be sent to your dealer or to AltiGen Tech Support if you have problems. To use Configuration Reader: Launch Configuration Reader from AltiWare>AltiWare Tools on the...
Page 367 Extension Checker Generally, an extension is considered secure if its password meets the following conditions: • contains 4-8 digits • different from extension • different from default system password • does not consist of consecutive numbers • does not consist of a repetition of the same digit Security characteristics of each extension are detailed in the application window itself.
Page 368 Tools Status Description Secure Pwd + Internal Has secure password and cannot make outbound Only trunk calls Unsecure Pwd Password has unsecure elements described in Unsecure Elements window Outbound-capable Can make outbound trunk calls Unsecure Pwd + Password has unsecure elements described in Outbound Unsecure Elements window AND can make outbound trunk calls...
Page 369: Mvip Test Tool
The MVIP Test Tool is a tool that detects one-way connection, cross talk, bad MVIP cable and static noise problems. To run MVIP Test Tool: Stop AltiGen Switching Services before running this utility. Launch MVIP Test Tool from AltiWare>AltiWare Tools on the Windows Start button.
Page 370 Tools Search a particular DB folder by clicking the mouse cursor on the folder, then right-click to open a Search window to perform the search on the DB folder. For CDR DB searches, the Search window allows the following search parameters: AltiWare OE System Installation &...
Page 371 AltiDBReader • From - sets the desired start date to begin the search • To - sets the desired end date to end the search • Type - specifies the call type to search: All Calls, Answered Calls & Messages, Answered Calls, Messages, Unanswered Calls, Messages, Unanswered Calls, All Trunks Busy, Agent Login/out •...
Page 372 Tools For Workgroup DB searches, the Search window allows the following search parameters: • From - sets the desired start date to begin the search • To - sets the desired end date to end the search • Interval - specifies the search interval; select 15 minutes, 1 hour, or 1 day.
Page 373 AltiDBReader To delete a DB folder, right-click on any DB folder (except “Current”) and select Delete DB. To Show/Export/Print Search Results Data: • To print the search results data, select the desired DB folder and click the Print button. • To show Advanced Call Info or Call Info, right click on any data field and scroll to the desired option.
Page 374: Multisite Configurator
AltiWare system. • Requires 4.5 software Note: Multisite Configurator is not included with AltiWare tools, and can be downloaded from AltiGen’s web site. For more information, contact your Authorized AltiGen Dealer. AltiWare OE System Installation & Administration Manual...
Page 375 Multisite Configurator 346 AltiWare OE System Installation & Administration Manual...
Page 376: Basic & Advanced Callrouter
Run CallRouter, select the Basic CallRouter and click Next. Setup will confirm the destination for the CallRouter application (default is C:\Program Files\AltiGen\Call Router). Click Next to proceed. To select a different location, use the Browse button to choose the new destination.
Page 377 Basic CallRouter To Configure/Run Basic CallRouter: Launch CallRouter from Start>Programs. Select Operation>Preference. In the Preference window, enter the Server Name and Default Virtual Extension that CallRouter will connect to, then click OK. Click Start to run Basic CallRouter. Then, enter the default virtual extension password.
Page 378 Basic & Advanced CallRouter Basic CallRouter Customer Records To create customer records that will be used to route calls, select Operation>Customer Record to open the Custom Record List window. This window also allows you to view existing customer records, and modify/delete customer records.
Page 379 Basic CallRouter Creating Customer Records To create a customer record: 1. Select Customer Record from the Operation menu. (If Customer Record field is grayed out, stop CallRouter.) 2. Click the Add button to open a new customer record or Modify to modify an existing record in the Record List window.
Page 380 Basic & Advanced CallRouter 4. Select a Target action for CallRouter to perform when Call Router Request data matches this record. Target action options: Goto Top Level, Goto Menu Item, Repeat Current Level, Call to Extension/Workgroup, Call to Operator, Dial by Name, Collect Extension, Directory Service, Record Message (specify target data in accompanying text box), Mailbox Access, Disconnect, System Callback, Collect Digits (specify fields in accompanying...
Page 381 Basic CallRouter 5. (future release) Enter optional data to match against customer record: • User Data (gathered from a response to an Auto Attendant prompt or another AltiLink Plus application) • Push URL (AltiWeb only) • the number of prompt to play to the callee 6.
Page 382 Basic & Advanced CallRouter • DNIS Call Route Request Data The “Call Router Request” message sent by AltiServ to CallRouter contains data about the incoming call, which CallRouter attempts to match against your routing rules. Call Route Request data consists of Caller ID, (Caller) Entered Digits, IVR data, Form data and DNIS, all collected via real-time monitoring.
Page 383 Basic CallRouter Call Route Response Data The “Call Route Response” message, sent from CallRouter to AltiServ, contains the search results of the Call Route Request Message. In the CallRouter History window, this data shows how CallRouter handled each call. Call Route Response data includes Matching Record (routing rule CallRouter referred to for call routing) and Result (how and where the call was routed), all collected via real-time monitoring.
Page 384 Basic & Advanced CallRouter • The main window box displays the following workgroup fields: ID, Agents, Longest Idle Time, Service Level, Queue and Average Delay. • Add button - Click Add to log on to a workgroup whose incoming trunk call data you want to monitor. This opens a Log on Work Group dialog box.
Page 385: Advanced Callrouter
20 digit license key for Advanced CallRouter in the field and click Next. Setup will confirm the destination for the CallRouter application (default is C:\Program Files\AltiGen\Call Router). Click Next to proceed. To select a different location, use the Browse button to choose the new destination.
Page 386 Basic & Advanced CallRouter To Configure/Run Advanced CallRouter: Launch CallRouter from Start>Programs. Click the Connect button to enter the CallRouter Server Name or IP address to connect to, then click OK. To disconnect from this server, click the Disconnect button. Select Operation>Logon Info.
Page 387 Advanced CallRouter In the Logon Info window, enter the Server Name and Default Virtual Extension and Password, that Advanced CallRouter will connect to, then click OK. (Optional) Check Auto Start Service to have CallRouter start routing calls automatically, after the system restarts or after CallRouter service has been stopped and restarted.
Page 388 Basic & Advanced CallRouter • Add - opens a Custom Record dialog box, where you can create a new record and build the conditions for the record. • Modify - opens the Customer Record dialog box to modify the record selected in the Record List. •...
Page 389 Advanced CallRouter Call to Operator, Dial by Name, Collect Extension, Directory Service, Record Message (specify target data in accompanying text box), Mailbox Access, Disconnect, System Callback, Collect Digits (specify fields in accompanying Collect Digit dialog box), Other DDR Application (specify target data in accompanying text box), Play WG Queue Status (specify target data in accompanying text box).
Page 390 Basic & Advanced CallRouter • If Callee Info contains - lets you select Call Route Request data to match against the customer record. a) Select “Match one” or “Match all” from the dropdown list. b) Select the items you want. c) Click in the Data column and type to specify the data.
Page 391 Advanced CallRouter • Tag name - for example, “password” (gathered from a response to an Auto Attendant prompt or another AltiLink Plus application) • Minimum Digits and Maximum Digits to collect • PSTN and Web Timeout values • IVR Data - for example, “username=Michael” (gathered from a response to an Auto Attendant prompt or another AltiLink Plus application) Note: Play WG Queue Status - if you select “Play WG Queue...
Page 392 Basic & Advanced CallRouter 6. (future release) Enter optional data to match against the routing rule: • User Data (gathered from a response to an Auto Attendant prompt or another AltiLink Plus application) • Push URL (AltiWeb only) • the number of prompt to play to the callee 7.
Page 393 Advanced CallRouter Call Route Request Data The “Call Router Request” message sent by AltiServ to CallRouter contains data about the incoming call, which CallRouter attempts to match against your routing rules. Call Route Request data consists of Caller ID, (Caller) Entered Digits, IVR data and DNIS, all collected via real-time monitoring.
Page 394 Basic & Advanced CallRouter • The main window box displays the following workgroup fields: ID, Agents, Longest Idle Time, Service Level, Queue, Average Delay and Default Wait Time. • Add button - Click Add to log on to a workgroup whose incoming trunk call data you want to monitor.
Page 395 Advanced CallRouter Wait Time in Queue, type in the desired minutes. (By default, the Extension ID field is grayed out.) • Delete button - click Delete to remove the selected workgroup from the display. • Change Default Wait Time (in Advanced CallRouter only) - click this button to change the default wait time associated with the work- group queue.
Page 396: Additional Advanced Callrouter Features
Basic & Advanced CallRouter Additional Advanced CallRouter Features Building SQL Queries To build an SQL query that CallRouter will send to your database, use the Datasource dialog box. The customer information retrieved from your database will be used in the routing rule. To open the Datasource dialog box, right-click on a data Item you want to specify using information from an existing database.
Page 397 Advanced CallRouter DSN - BankAccount Table Name - AccountBalance Matched Field Name - CustomerPhoneNumber Matched Field Data Type - char Note: as you build the query, the SQL query sentence will appear in the window at the bottom. 3. Specify the condition for this query. a.
Page 398 Basic & Advanced CallRouter Example: You use virtual extension 700 to log in to Call Router. You have two workgroups, Sales and Support, with the following agent and workgroup extensions: Sales Support Workgroup extension number Call Router virtual extension number 700 For both workgroups, you want CallRouter to check incoming calls for Caller ID and Caller Entered Digits, and to play the WG queue status if a match is found and all agents are busy.
Page 399 Advanced CallRouter Similarly, for Support, you create a rule as shown below. 370 AltiWare OE System Installation & Administration Manual...
Page 400 Basic & Advanced CallRouter In the Monitor window, click Add to log on to Sales, entering both the workgroup extension & password and the virtual extension & password you specified in the “Auto Attendant Sales Queue Announcement” rule: AltiWare OE System Installation & Administration Manual...
Page 401 Advanced CallRouter In the Monitor window, click Add to log on to Support, entering both the workgroup extension & password and the virtual extension & password you specified in the “Auto Attendant Sales Queue Announcement” rule: 372 AltiWare OE System Installation & Administration Manual...
Page 402 Basic & Advanced CallRouter The Monitor window shows that Call Router is logged on to both workgroups. Calls to each workgroup will be checked against the rules and will trigger queue announcement if a match is found and all agents are busy.
Page 403 Advanced CallRouter 374 AltiWare OE System Installation & Administration Manual...
Page 404: Ppendix
P P E N D I X Call Accounting Report Formats This appendix identifies the field codes for AltiGen’s CDR (Call Detail Reporting) records and the formats for the Station Message Detail Reporting (SMDR) specification support by AltiGen. The first tables describe CDR and RTM database elements, while the remainder of the section describes the SMDR format.
Page 405: Cdr Data Schema
CDR Data Schema CDR Data Schema Table 1: CDR Call Format Database Definition Type Specification Element NodeID Server ID (System ID) ULONG value: 1–100 assigned to an AltiServ system in AltiAdmin SessionID Session ID: a unique ULONG number, usually 9 digits or larger, assigned by AltiWare to a call...
Page 406 Call Accounting Report Formats Table 1: CDR Call Format Database Definition Type Specification Element CallerType Type of line for an UBYTE 0=Unknown incoming call 1=Ext analog 2=Ext IP 3=Ext PHS (not used) 4=Ext virtual 5=Ext WG 11=trk analog 12=trk T1 13=trk IP 14=trk PRI 15=trk PHS (not...
Page 407 CDR Data Schema Table 1: CDR Call Format Database Definition Type Specification Element TargetType Type of line for an UBYTE 0=None outgoing call 1=Ext analog 2=Ext IP 3=Ext PHS (not used) 4=Ext virtual 5=Ext WG 11=trk analog 12=trk T1 13=trk IP 14=trk PRI 15=trk PHS (not used)
Page 408 Call Accounting Report Formats Table 1: CDR Call Format Database Definition Type Specification Element Tenant Tenant name for trunk UCHAR (31) AccountCode Account code UCHAR 1—10 digits in (11) length AADuration Duration in seconds ULONG an incoming call is connected to the Auto Attendant;...
Page 409 CDR Data Schema Table 1: CDR Call Format Database Definition Type Specification Element ExitState State when call is ULONG (see boxed inset) terminated Specification [documented (HEX)] - [data output (Decimal)] - [exit state definition] “0x0001” - 1 - Auto Attendant “0x0002”...
Page 410 Call Accounting Report Formats Table 1: CDR Call Format Database Definition Type Specification Element LogoffReason Logoff reason code UBYTE URL when “call” is UCHAR initiated by AltiWeb (255) user clicking the make-call button User Data Agent input UCHAR (255) AltiWare OE System Installation & Administration Manual...
Page 411: Rtm Data Schema
RTM Data Schema RTM Data Schema Table 2: RTM Data Format Database Definition Type Specification/ Element * CDR Client Field Workgroup Data NodeID Server ID ULONG value: 1–100 (System ID) assigned to an AltiServ system in AltiAdmin Date Day information ULONG mm/dd/yy * Time...
Page 412 Call Accounting Report Formats Table 2: RTM Data Format Database Definition Type Specification/ Element * CDR Client Field QLength Number of calls short * Calls in Queue routed into the queue; if a call is recycled into the queue after RNA, the count is increased DurationInQ...
Page 413 RTM Data Schema Table 2: RTM Data Format Database Definition Type Specification/ Element * CDR Client Field OutCallDuratio Duration of ULONG * Outgoing outgoing calls Calls Duration (NumOutCall); from the time the call enters “Connected” state until disconnect NumCallToVM Count of short * Calls voicemail...
Page 414 Call Accounting Report Formats Table 2: RTM Data Format Database Definition Type Specification/ Element * CDR Client Field NumQueueOve Calls routed to short * Queue rflow the WG but not Overflow queued due to AltiAdmin settings that specify acceptable queue length and/or wait time BeforeAnswerD...
Page 415 RTM Data Schema Table 2: RTM Data Format Database Definition Type Specification/ Element * CDR Client Field Agent Data NodeID Server ID ULONG value: 1–100 (System ID) assigned to an AltiServ system in AltiAdmin Date Day information ULONG mm/dd/yy * Time Time Time interval short...
Page 416 Call Accounting Report Formats Table 2: RTM Data Format Database Definition Type Specification/ Element * CDR Client Field OutCallDuratio Duration of ULONG * Outgoing outgoing calls Calls Duration (NumOutCall); from the time the call enters “Connected” state until disconnect NumWrapUp Number of times short * Wrapup...
Page 417 RTM Data Schema Table 2: RTM Data Format Database Definition Type Specification/ Element * CDR Client Field NodeID Server ID ULONG value: 1–100 (System ID) assigned to an AltiServ system in AltiAdmin Date Day information ULONG mm/dd/yy * Time Time Time interval short hh:mm...
Page 418 Call Accounting Report Formats Table 2: RTM Data Format Database Definition Type Specification/ Element * CDR Client Field InCallDuration Duration of ULONG * Calls incoming calls Answered (NumInCall), Duration starting from the time the agent answers a call until the call is disconnected or transferred out of the WG...
Page 419: Smdr Reporting Format
SMDR Reporting Format Table 2: RTM Data Format Database Definition Type Specification/ Element * CDR Client Field NumCallToVM Count of short * Voice Mail voicemail messages VMDuration Total duration of ULONG * Voice Mail voicemail Duration messages SMDR Reporting Format Besides the CDR format, AltiServ reports telephone information in the Station Message Detail Reporting (SMDR) format to an application through the COM port.
Page 420: Extension Calls Out Format
Call Accounting Report Formats (Start, Length) Field Format Notes (23, 4) trunk PAD num- xxyy x = board numb. y = channel numb. (27, 34) calling party (61, 4) called party (65, 7) space (72, 8) account code 1 to 10 digits (80, 1) delimiter line feed...
Page 421: From Extension A
SMDR Reporting Format (Start, Length) Field Format Notes (72, 8) account code 1 to 10 digits (80, 1) delimiter line feed From Extension A Extension A: 100 Extension B: 111 Outside #: 3210002: Calls Initiated by Extension A (Column A) Dial out 11/18 05:53P 00:00:28 100 3210002...
Page 422: From Trunk B
Call Accounting Report Formats Calls Initiated by Extension A (Column A) System Speed Dial 11/18 06:07P 00:00:18 100 3210002 0001 Ext Speed Dial 11/18 06:08P 00:00:25 100 3210002 0100 #35 privilege over- 11/18 06:09P 00:00:31 100 3210002 write to Ext B (WG 0001 B, virtual B) B is WG B...
Page 423 SMDR Reporting Format Calls Initiated by Trunk X to Extension B (Column B) ### to Ext B (WG B, Virtual B) and VM make call Ext B S-transfer to Trk 11/18 06:19P 00:00:21 0100 3210001 Y* (see examples) 11/18 06:20P 00:00:41 0100 3210001 TRK0 11/18 06:20P 00:00:23 3210...
Page 424: Ppendix
Register your product to receive software updates and new product announcements. To register your AltiGen product, fill out the “Product Registration Form” on page 398 and return the form to AltiGen Communications, Inc. by fax to 510-252-9738. Technical Support Before contacting Technical Support, always have the following information on hand: •...
Page 425: Technical Support Hours
Authorized AltiGen Dealer. Technical Support Hours During AltiGen’s business hours (7:00 A.M. to 5:30 P.M., Pacific Standard Time, Monday through Friday except holidays), your call will be returned in the order it was received (on a first come, first serve basis), within two (2) hours under normal circumstances.
Page 426: Repair And Replacement
Replacements If the defective product is to be used until replaced, AltiGen will ship the replacement product with an invoice. If the defective product is received by AltiGen within 30 days of shipment by AltiGen, the amount of the returned product will be credited to the account.
Page 427: Registration Fax Form
AltiGen Customer Service FAX: 510-252-9738 NAME: ___________________________________________________ COMPANY:_______________________________________________ ADDRESS:_________________________________________________ ________________________________________________ ________________________________________________ PHONE NUMBER:__________________________________________ COMPANY TYPE/INDUSTRY:________________________________ ALTIWARE (OE) PRODUCT SERIAL #:_________________________ DATE OF PURCHASE:_______________________________________ PURCHASED FROM:________________________________________ FOR ALTIGEN USE ONLY RECEIVED BY: DATE: 398 AltiWare OE System Installation & Administration Manual...
Page 428 AltiSpan - link from the AltiServ base to the system extension that allows for passing Caller ID. AltiWare - the system software that is used by AltiGen’s Quantum products. AltiServ - an advanced, highly integrated business and computer telephony platform that consists of a Quantum card and AltiWare software working in a PC/Server running under Windows NT.
Page 429 Central Office (CO) - a switching system that connects lines to lines, lines to trunks, and trunks to trunks. These systems are operated by local telephone companies. The term sometimes refers to a telephone company building in which a switching system is located and sometimes includes other equipment (such as transmission system terminals).
Page 430 DC - direct current. The flow of free electrons in one direction with an electrical conductor, such as wire. Default - the preset value from the factory or the software writer that the program or equipment comes with. In the absence of any other command from the user, it will work with default values.
Page 431 Ethernet - a communications protocol used in local area networks to connect computers, terminals, printers, etc., typically located within the same building. Ethernet operates over twisted wire and over coaxial cable at speeds up to 10 megabits per second. Ethernet is a physical link and data link protocol reflecting the two lowest layers of the DNA/OSI model.
Page 432 ground start - a type of start signaling on a subscriber’s trunks in which the ring (minus side) is grounded (ground start) to get dial tone. GUI - Graphical User Interface. hard disk - a sealed mass storage unit used for storing large amounts of data. hardware - a term used to describe the physical components of a machine, particularly computer equipment, and devices containing logic elements used in data processing or communication equipment.
Page 433 Language Server - allows the ability to record and play phrases in different foreign languages without requiring any software changes. Local address - an address used in a peripheral node or station in place of a network address and transformed to or from a network address for delivery purposes. Logoff - the procedure by which a user disconnects from a program or session.
Page 434 network address - An identifier for a node, station, or unit of equipment in a network. network domain - a set of workstations and servers that share a security account manager database and can be administered as a group. A user with an account in a particular network domain can log onto and access his or her account from any system in the domain.
Page 435 PABX - Private Automatic Branch Exchange. A private branch exchange (PBX) that provides access to and from the public telephone network without operator intervention. PBX - Private Branch Exchange. A switching system providing telephone communications between internal stations and external networks. PCM - Pulse Code Modulation.
Page 436 Networking software generally implements multiple levels of protocols layered one on top of the other. Quantum - an ISA standard computer telephony board of AltiGen’s AltiServ product line. It is an all-in-one platform designed with open software standards to facilitate use of enhanced applications.
Page 437 - a measure of the demand or use of facilities, circuits, or trunks. Measured by converting seconds and minutes into CCSs (Centum Call Seconds) and Erlangs (hours of use per hour). the AltiGen Voice transfer - this feature redirects a call to another extension, Mail System , or operator.
Page 438 - the person or persons accessing the features and functions of the AltiWare product. virtual extension - an extension not associated with a physical port that allows for the AltiGen Voice Mail System guest access to features and telephone sharing environments.
Page 439 410 AltiWare OE System Installation & Administration Manual...
Page 440 82 phone numbers ii AltiWare OE AltiGen Communications, Inc. new installations 47 address ii AltiWeb.cab 316 Altigen External CDR 122, 123 AltiWeb.htm 316, 319, 323 AltiGen Switching Service 55 AltiWeb.js 316 AltiMail AM schedule 109 making a call from 16...
Page 441 Index time stamp 214 bandwidth answer options 223 WAN 148 answering Basic CallRouter 26, 347 workgroup call handling 225 Bell 163 applet subdirectory 315 binary 8 zero substitution applet subdirectory files 316 (B8Z8) 163 apply to 19 blocking all outgoing calls 114 Apply to, and trunks 173 blocking calls 113 Apply To, multiple extensions 191...
Page 442 Index call park 10, 24 access 173 system 10 area 173 call parking 104 codec call pickup 9 G.711 22 workgroup 13 G.723.1 22 call reports 117 collecting caller ID and DID call reports, external 121 digits 21, 184 call restrictions 112, 218 COM Server 55 call restrictions, extension 219 conference...
Page 443 Index CSU 156, 158 distribution list 137 CSU/DSU Requirements 156, 158 DNIS cumulative IP traffic statistics 265 in call routing 132 current traffic statistics Do Not Disturb 224, 401 refresh interval 98 docs subdirectory 315 customerid.htm 316, 324 documents 39 domain name 271 downgrade AltiWare 84 DSU 156, 158...
Page 444 Index calling options 218 form data 317 configuration form data, altering 321, 326 apply to multiple formats extensions 19 CDR 375 – 393 definition 402 forms DID number 194 product registration 398 email name 195 forwarding general settings 191 mail 19 incoming call handling 220 FSK 201 information only mailbox 213...
Page 445 Index helper applications 269 features 18 hold Intranet 148 music on hold 9 IP address 272 Holiday Routine 101 IP Cumulative Traffic Statistics Holiday Routing 12 window 265 home area code 103 IP dialing table 151 hop off IP extension 196 enabling 115 IP extensions 22, 189 huntgroup, see workgroup 403...
Page 446 Index log entries 97 retention 215 log level 265 message notification 24 login message waiting first time 98 FSK-based 201 workgroup 14 tone-based 201 Login and Logout icons 92 voltage-based 201 login, logout 89 messaging 124 logout management 125 workgroup 14 mixed-media 269 logout reason code 139 Microsoft Exchange Server...
Page 447 Index definition 267, 404 Windows 2000 42 domain name 271 offline registration 81 email 270 old versions 41 Internet One Number Access 10, 24, 225, service provider 270 226, 405 local address 269 online help 91 mixed-media messaging 269 online license registration helper applications 269 procedures 66, 74 multiple AltiServ systems 22...
Page 448 Index distinctive ringing 8 pre-recorded prompts 252 do not disturb 9 PRI 156 FSK-based message channel assignment 157 waiting 9 equipment information 157 music on hold 9 service request information 157 One Number Access 10 service requirements 156 overhead paging 10 with Voice 157 power failure transfer 10 PRI ISDN Numbering Plan 168...
Page 449 Index ring no answer (RNA) 225 ring-back tone generation 23 readme.txt 39 ringing Realtime Transport Control Protocol distinctive 103 (RTP/RTCP) RMA 397 definition 153 RNA Log Out 225 recorded announcements 256 route access 107, 233 – 239 recorded phrases 252 route access, number plan 106 recording options 126 route definition 233...
Page 450 Index setting up 210 Superframe Format (SF) 163 business hours 108 switching service 40, 55 email 270 switching, shutting down 82 LAN email 270 synchronization server side 270 email servers 127 system numbering plan 104 system trunk attributes 173 area codes 21, 127 setting up extensions 191 business hours 108 SF (Superframe Format) 163...
Page 451 Index service parameters 155 T1 board 5 service request information 155 T1/PRI trunk properties 183 signaling protocol 184 Triton Analog Station Board types of services 156 configuration 144 with Voice 155 Triton Analog Station board T1 clock 164 specifications 32 T1 service 155 Triton Analog Station Line Properties T1 signaling...
Page 452 Index Trunk Configuration window 96 encoding 22 trunk interface quality 22, 153 loop/ground/wink start 11 voice mail Trunk Monitor Enable 231 call forwarding from 16 trunk properties distribution list 17, 21 Quantum 176 forwarding 19 Triton T1/PRI 183 making calls from 220 Triton VoIP 181 voice messaging 124 VoIP 181...
Page 453 Index multiple membership of 13 multiple queue announcements 13 pilot number 189, 406 silent monitoring 14 workgroup configuration 189 – 231 Workgroup view window 96 zero code suppression 163 Bell 163 GTE 163 Jam Bit 8 163 Zoomerang 24 AltiWare OE System Installation & Administration Manual 424...
Page 454: Readers Comment Form
Readers Comment Form AltiWare OE Release 4.5 System Installation and Administration Manual Please use this form to provide comments about this publication, its organization, or the subject matter. Suggestions for improvement or enhancements to our documentation are always welcome. On a scale of 1 to 5, 1 is the lowest score and 5 is the highest score. Please complete the following questionnaire.
Page 455 COMMENTS: Mail to: AltiGen Communications, Inc. 47427 Fremont Blvd. Fremont, CA 94538 Call us at: (510) 252 - 9712 Fax us at: (510) 252 - 9738 E-Mail us at: docs@altigen.com AltiWare OE System Installation & Administration Manual...

Altigen Altiware OE 4.5 System Administration & Installation Manual

Liability & Warranty

Preface: about this Manual

Hapter

Altiserv Office Solutions

Overview

Hapter

System Requirements

Hapter

Software Installation

CHAPTER 4 Getting Around Altiadmin

CHAPTER 5 System Configuration

CHAPTER 6 Board Configuration

CHAPTER 7 Trunk Configuration

CHAPTER 8 Extension and Workgroup Configuration

CHAPTER 9 Out Call Routing Configuration

CHAPTER 10 Auto Attendant Configuration

CHAPTER 11 Additional Setup

CHAPTER 12 System Data Management

CHAPTER 13 System Report Management

CHAPTER 14 Data and Internet Integration

CHAPTER 15 Using TAPI

CHAPTER 16 Setting up IP Extensions

CHAPTER 17 Altiweb

CHAPTER 18 Tools

CHAPTER 19 Basic & Advanced Callrouter

Quick Links

Troubleshooting

Related Manuals for Altigen Altiware OE 4.5

Summary of Contents for Altigen Altiware OE 4.5