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Altigen AltiContact Manager Version 4.6 Administration Manual

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AltiContact Manager
Version 4.6
Administration Manual
Revised 06/2003 4413-0001-4.6

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Summary of Contents for Altigen AltiContact Manager Version 4.6

  • Page 1 ™ AltiContact Manager Version 4.6 Administration Manual Revised 06/2003 4413-0001-4.6...
  • Page 2 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 3: Table Of Contents

    AltiGen Board Installation ......2-8 AltiGen Board Options ......2-9 System Limitations .
  • Page 4 Backup Database....... . . 3-18 Shutting Down the AltiGen Switching Service ..3-18 To Begin Upgrade .
  • Page 5 Changing the Password ......4-11 Stopping the AltiGen Switching Service ....4-11 Chapter 5 System Configuration .
  • Page 6 Setting Emergency Numbers ..... . . 5-26 Setting the TDM Bus Mode ......5-26 CT-Bus Clock Configuration .
  • Page 7 Outgoing Call Blocking ......7-21 Chapter 8 Voice Mail Configuration ......8-1 Managing Messages .
  • Page 8 Chapter 11 IVR Configuration ....... .11-1 Planning is Essential ......11-1 Example: IVR Planning 2 Adding IVRs .
  • Page 9 Disabling a Mailbox ......13-20 Synchronizing with Exchange Server ....13-20 SMTP/POP3 Setting.
  • Page 10 Synchronizing with Exchange Server....14-12 Setting Email Options ......14-12 Setting Mailbox Playback Options .
  • Page 11 Setting Up IP Extensions ......16-1 AltiGen IP Phone Service ......16-1 Intercom with IP Phones .
  • Page 12 Restoring Backed up Files ......19-4 Chapter 20 System Report Management ..... . . 20-1 System Summary Report .
  • Page 13 Work/Hunt Group Converter ......24-1 Configuration Reader ......24-3 Extension Checker .
  • Page 14 Index ..........I-1 Readers Comment Form.

  • Page 15: Limitation Of Liability

    In no event shall AltiGen or its affiliates, suppliers, or authorized resellers be liable for incidental, consequential, or any other indirect loss or damage (including lost profits or revenues) incurred in connection with the product.

  • Page 16: 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 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: Important Safety Instructions

    Direct Inward Dialing (DID) Answering Supervision Customers allowing Triton T1/PRI, Quantum, or Triton Analog Station Analog DID to be operated in such a manner as to not provide for proper answer supervision is a violation of Part 68 of the FCC rules. Proper answer supervision occurs when: The AltiWare system returns answer supervision to the PSTN when DID calls are: •...
  • Page 19 Información de Seguridad de Importancia • Lea todas las instrucciones antes de que intente operar el equipo y antes de conectar la fuente de alimentación. • Observe siempre las precauciones básicas de seguridad, a fin de reducir el riesgo de incendio, electrochoque y de lesiones al personal.
  • Page 20 • Stromversorgungskabel nicht an Gebäudeteilen befestigen. Keine Gegenstände auf das Stromversorgungskabel legen oder auf das Kabel treten. • Zur Verhütung der Überhitzung des Gerätes ist die Verschließung von Ventilationsschlitzen und -öffnungen im Modulgehäuse zu vermeiden. Safety with Electricity DANGER Do not take chances with your life. Follow these safety guidelines carefully. High Voltages •...
  • Page 21 • Never touch uninsulated telephone wires or terminals unless the telephone line has been disconnected at the network interface. Seguridad en El Manejo de La Electricidad DANGER/PELIGRO Do No ponga en riesgo su vida. Sigua estos lineamientos de seguridad al pie de la letra.
  • Page 22 • Nunca instale un conector telefónico en donde pueda mojarse, salvo cuando el conector se encuentre especialmente diseñado para funcionar en condiciones de humedad. • Jamás toque cables o terminales telefónicas que no tengan aislante, a menos que haya desconectado la línea telefónica desde la interfase de la red. Elektrosicherheit DANGER/GEFAHR Nicht mit dem Leben spielen.
  • Page 23 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 24 (CPU), DEBEN tener menos de 0.1 ohmios en la conexión a tierra de la máquina principal. ISA bus ISA bus El AltiGen debe cumplir con las especificaciones de las Placas PCI, Rev. 2.1 (5V 32- bit). xxiv AltiContact Manager Administration Manual...
  • Page 25 éste deja de cumplir con los estándares para los cuales se otorgó la aprobación. Sicherheitserfordernisse gemäß UL (Underwriter's Laboratories, Inc.) Host Computer/Wirtsrechner Das Gerät Model AltiGen/AltiWare ist nur in Verbindung mit Telekommunikationssystemen zugelassen, die den gegebenen Anleitungen gemäß den darin geforderten Bedingungen entsprechen. Anderweitige Verwendung setzt diese Zulassung außer Kraft.
  • Page 26 ISA bus ISA bus AltiGen entspricht den PCI Board Anforderungen Rev. 2.1 (5V 32-bit). Der Energiebedarf für das Hauptgerät sowie aller Anschlußkarten im Hauptrechner, einschließlich von Zusatzgerät, darf die für das Hauptgerät spezifizierte Leistung nicht überschreiten. Die in der folgenden Tabelle vorgesehenen Minimalwerte müssen für den Fall beachtet werden, daß...
  • Page 27 Bei Netzausfall wird der erste Telefonanschluß jeder Karte (mit der Ausnahme von CD0012UD) direkt mit der Vermittlung verbunden und garantiert dadurch Zugang zu Notdiensten. Der Anschluß muß von PSTN, betrieben werden oder aber eine örtliche Notstromversorgung haben, die es ermöglicht, Notdienste bis zu vier Stunden nach dem Netzausfall anzurufen.
  • Page 28 25 mm of air Class V-1 or better. Also, the card must be separated from openings in the top or sides of the enclosure by at least 25 mm of air or by a barrier of flammability Class V-1 or better unless the openings comply with one of the following: •...
  • Page 29 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 30 PC cards, ensuring the installation of extension cards does not result in non- conformance to the 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 31 Requisitos de Seguridad que se indican con anterioridad. Observe que cuando instala un sistema que utiliza tarjetas AltiGen, el acatamiento continuo de las Directivas LD y EMC EU a nivel sistema, son responsabilidad del proveedor del sistema.
  • Page 32 PC Herstelleranweisungen ist sicherszustellen, daß durch den Einbau zusätzlicher Karten die oben genannten Sicherheitsansprüche nicht verletzt werden. Beim Einbau einer Anlage mit AltiGen's Karten ist zu beachten, daß die ständige Übereinstimmung mit den LVD (Low Voltage -DC) und EMC (Electromagnetic Compatibility) EU Regeln auf Anlagenebene in den Verantwortungsbereich des Anlagenherstellers fällt.
  • Page 33 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 34 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. The RMA number should be clearly marked on the outside of the box in which the material is being returned.

  • Page 35: 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 AltiContact Manager system. Another manual, the AltiServ User Guide, covers the AltiContact Manager end user features and functions such as call handling, voice mail, and web interface.

  • Page 36: E1 R2 Cas Installation

    AltiWeb feature, which allows internet users to talk to an extension via VoIP and share web pages. Chapter 23, Using TAPI, describes how to configure AltiGen’s TAPI gateway to use off-the-shelf applications for calling contacts. Chapter 24, Tools, gives a brief overview and general instructions for using AltiContact Manager tools.
  • Page 37 Appendix C, Product Repair Services & Technical Support, describes technical support, customer service, repair and replacement policies and forms. Glossary, Index, and Readers’ Comment Form Related Publications Related publications include: • AltiView Manual • AltiConsole Manual • AltiClient Manual • CDR Manual AltiContact Manager Administration Manual xxxi...
  • Page 38 xxxii AltiContact Manager Administration Manual...

  • Page 39: Overview

    With AltiContact Manager, AltiGen has combined several separate compelling contact center productivity applications into one integrated system to handle daily voice, Internet, and email interactions. AltiContact...
  • Page 40 • An integrated IP or traditional PBX with voicemail for both extensions and voicemail • Unified Messaging integrating voice with E-Mail and third party fax, e-mail server • Easy to use IVR with capability to answer PSTN and Web calls •...

  • Page 41: Key Alticontact Manager Characteristics

    • IP Extensions The AltiContact Manager computer telephony platform is built by installing one or more AltiGen boards into full-size ISA/PCI slots of a Windows 2000/Windows NT Server and then installing the associated AltiWare software. ACM Platform chassis and AltiGen Quantum and Triton boards may also be added and must be installed into PCI slots.
  • Page 42 Key AltiContact Manager Characteristics Additional Quantum boards can be added to meet larger system requirements. The maximum number of Quantum boards in one system is up to 16 boards and depends on the number of ISA slots available and the selected computer platform performance characteristics.
  • Page 43 Overview • Tip and ring reversal • FSK message lamp • 5V PCI slot is required for each Triton Analog Station Board. • Recording capability — Triton Analog Trunk Board - a long form factor PCI telephony card that supports 12 trunks, available in two models: loop start/ ground start (LS/GS) and loop start (LS).

  • Page 44: Call Center/Ip Pbx Features

    Key AltiContact Manager Characteristics Call Center/IP PBX Features The Call Center/IP PBX features include telephone switching for making calls, answering calls, and transferring calls. For more sophisticated business applications, AltiContact Manager provides advanced features such as group call routing, multiple trunk and route access codes, scheduled call routing, and flexible call restrictions.
  • Page 45 Overview • Call Park and Pick Up - users can park calls at one station to be picked up at another station. Up to 50 calls may be parked at one station simultaneously. Calls parked to a group are protected. Only group agents or the person who parked the call can pick it up.
  • Page 46 Key AltiContact Manager Characteristics • Directory Name Announcement - the huntgroup/workgroup agent’s directory name will be announced to the caller before the call rings to an agent. • Distinctive Call Waiting Tone - allows three different call waiting tone cadences to distinguish between internal, external, and operator calls.
  • Page 47 Overview • Individual and System Call Pick Up - allows users to answer a ringing telephone from another station. • Intercom Call - by pressing #93 on any phone connected to an AltiWare system, users can make an intercom call to an AltiTouch Plus or Alti-IP 600 phone.
  • Page 48 Key AltiContact Manager Characteristics • Out Call Routing Configuration - allows outgoing calls to be directed to particular trunk routes, based on parameters assigned in AltiAdmin, and supporting the new tenant tables. • Outside Call Blocking - when this feature is enabled, access to outside lines is temporarily disallowed.
  • Page 49 See “Planning is Essential” on page 11-1 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 50: Automatic Call Distribution Features

    Key AltiContact Manager 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 51 Overview • Multiple Workgroup Log In and Log Out - lets group members quickly log in and out of multiple groups. • Ready/Not Ready - members can also enable a “ready” (#90) or “not ready” (#91) status to inform the system whether or not the agent is able to receive the next call.
  • Page 52 Key AltiContact Manager Characteristics the call queue for the next available member. When the first called member fails to answer the call within 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.

  • Page 53: Ivr Features

    Overview IVR Features The IVR features provide quick and courteous processing of all incoming calls. An IVR can be configured to serve as a primary Attendant or as a backup to a receptionist. IVR features include: • Dial By Name - allows a caller who does not know your extension number to spell your name using the telephone key pad.

  • Page 54: 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 55 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 56: 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 57: 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 AltiContact Manager system also have the option of listening to annotated messages from the handset.
  • Page 58 • Configuration Reader - a tool that summarizes details of your AltiContact Manager 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 IVR, extensions, huntgroups, etc., based on DNIS digit information...

  • Page 59: T1/Pri/E1 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 60: Voice Over Ip Features

    Key AltiContact Manager Characteristics Voice over IP Features Voice over IP features include: • ACM Administrator Remote Administration - remote AltiContact Manager locations can be managed using ACM Administrator. • AltiContact Manager-to-AltiContact Manager Networking Capability - multiple AltiContact Manager systems at the same or remote locations can be linked through an IP network.
  • Page 61 IP Phone Service - a service that runs on the same system as AltiContact Manager, is installed together with AltiContact Manager, and connects to AltiContact Manager through enhanced AltiLink Plus protocol on behalf of AltiGen IP Phones. • IP Port Support - AltiContact Manager IP port density is increased to 120 ports.

  • Page 62: Voice Over Ip Session Support Alticontact Manager Features

    Key AltiContact Manager Characteristics • VoIP Hop Off Call Support - allows an extension to access a T1 or CO trunk on the remote system and “hop off’ to dial an outside telephone number. This “hop off’ feature can be enabled or disabled on the remote system.

  • Page 63: Altiware Tools

    Overview • Intercom • IP Extension Log In/Log Out AltiWare Tools AltiWare comes with useful tools for testing, diagnosing and operating your AltiContact Manager configuration. • AltiDBReader - allows you to view historical data from a database, which can be saved to a file. •...

  • Page 64: Optional Add-On Products

    CDR files and workgroup CDR statistics. Optional Add-On Products • Alti-IP 600 - AltiGen’s H.323-compliant, business telephone that provides voice communication over an IP network. Optional Kits • SDK 2.7 Tool Kit - offers a complete set of tools including APIs, documentation and sample programs, to enable a developer to begin programming rapidly and efficiently.

  • Page 65: System Requirements

    One pre-assigned, DB-25 parallel port system key is included with every copy of AltiContact Manager (upgrade or original). Each system key has a unique key designated for a particular AltiGen software package - system keys cannot be shared among systems. System keys are also available in USB form factor.
  • Page 66 • Channel Service Unit for T1/E1/PRI. Hardware selection may have to be adjusted based on the following variables: • The number of AltiGen telephony boards required • The maximum AltiContact Manager extension and trunk traffic anticipated • The number of simultaneous client software connections Table 5, “Individual Board Power Requirements,”...

  • Page 67: Proper Grounding And Loop Current

    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 68: Altigen Telephony Boards

    Table 1. AltiGen Board Operating Environmentals/Condiciones Ambientales para La Operación de La Tarjeta AltiGen/Betriebsbedingungen für die AltiGen Karte Description/ Descripcion/ Beschreibung Specification/Especificacion/Spezifizierung Operating Temperature/ 0° to + 50° C/ Temperatura de 0° a + 50° C/ Operacion/ 0° bis + 50° C...
  • Page 69 System Requirements The I/O switch is factory preset as shown below. Change this setting only if there is a hardware conflict. The Quantum telephony board has the following functional characteristics: • MVIP compatible • 256 Port Non-Blocking Switch Matrix • Audio Peripheral Input &...
  • Page 70 • MVIP Compatible • 256 Port Non-Blocking Switch Matrix • Jumper-Free Configuration • PCI Bus • Compliant with EIA464 • Recording capability Note: When the board is configured for audio input, the first port cannot be used for an extension. Triton Analog Trunk Board The Triton Analog Trunk board comes in two models: Loop Start/Ground Start (LS/GS) and Loop Start only (LS).
  • Page 71 System Requirements • Tone detection for fax tone, modem tone and voice. Triton VoIP Board The Triton VoIP telephony board has the following functional characteristics: • MVIP-compatible • 256 Port Full-Duplex Switch Matrix • Jumper Free Configuration • PCI Bus Triton T1/PRI Board LED Indicators Green LED...

  • Page 72: Altigen Board Installation

    12 ports for silent monitoring and barge-in • PCI Bus AltiGen Board Installation Always install Triton and Quantum boards and attach MVIP and power cables prior to powering server on. Failure to do so may result in damage to the board. When removing or connecting the MVIP cable, do so with a slow, vertical motion.

  • Page 73: Altigen Board Options

    La Tabla No. 2 lista los módulos de la tarjeta de telefonía AltiGen. Esta selección le permite optimizar su sistema con base en la mezcla de troncales y extensiones que requiere su sitio.
  • Page 74 Table 2. AltiGen Telephony Board Options Model Number/No. de Board/Tarjeta/ Modelo/Modell Description/Descripcion/ Karte Nummer Beschreibung ALTI-CD0408UD- 4 trunks/troncales/Haupt and 8 Quantum SPH001 extensions/extensiones/ Nebenanschlüsse ALTI-CD0804UD- 8 trunks/troncales/Haupt and 4 Quantum SPH001 extensions/extensiones/ Nebenanschlüsse ALTI-CD0012UD- 12 extensions/extensiones/ Quantum SPH001 Nebenanschlüsse Triton...

  • Page 75: System Limitations

    System Requirements die 12 Anschluß-Karte zu einer 30 Anschluß-Karte aufgerüstet werden. (Eine Kartenau- früstung pro Lizenz). Die ursprünglichen Anschlüsse behalten ihre Konfiguration, die neuen Anschlüsse jedoch müssen bei Gebrauch neu konfiguriert werden. Available in the Americas and Caribbean only./Disponible en las Américas y en el Caribe únicamente./Nur in Nord-und Südamerika und der Karibik erhältlich.

  • Page 76: 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 (Requisitos de Energía Eléctrica/Energiebedarf) The power requirements are as follows for each individual board/Los requisitos de energía eléctrica son los que se indican a continuación para...

  • Page 77: Heat Factor

    (Factor Térmico/Hitzefaktor) 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 78: Proper Board Handling Procedures

    If more than two AltiGen telephony boards are installed in the AltiWare system, then an additional cooling fan will be required. This fan needs to effectively reduce heat and increase airflow to the AltiGen telephony boards to ensure system dependability and reliability. To install a cooling fan into the system, read the instructions included with the fan unit.

  • Page 79: Operating Environment

    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 80 Se sugiere la colocación de un ventilador frente a las tarjetas de telefonía AltiGen, con objeto de disipar el calor adecuadamente y garantizar un flujo de aire suficiente. Cerciórese de que el filtro del ventilador se encuentra limpio y de que no obstruye el flujo del aire.

  • Page 81: Packaging For Shipment And Storage

    Always save and use the original packaging materials (foam, static- shielding bag, and cardboard box) to transport the boards. • AltiGen telephony boards are protected by their anti-static bags and should be removed from their packaging for installation by a properly grounded technician.

  • Page 82: Alticontact Manager Conference Resource Limits

    AltiContact Manager Conference Resource Limits The following table defines conference resource limits for boards used in an AltiContact Manager system. Table 6. Conference Call Resource Limits Maximum Number of Maximum Members Total Number of Number of Conferences Support of Conference Board Conference Conference...

  • Page 83: Software Installation

    AltiContact Manager. • 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 AltiContact Manager configuration. AltiContact Manager Administration Manual...

  • Page 84: Alticontact Manager As An Nt Service

    • Remote administration is possible through ACM Admin. 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 85: Firewall Considerations

    Software Installation • User Account. During installation, a user account with local administrator right is created automatically to run AltiContact Manager services. Do not delete or modify this account. You may change its password through installation. The account name is in the form: (user name: AltiGen_<servername>) •...
  • Page 86 N Web Client AltiLink+ 10025 NetMeeting Chat 1720 plus VoIP ports described above AltiGen IP Phone 10032 Polycom Between 2222-2242 and 1718/ 1719 a. It is recommended that this be run only in an intranet. b. N=49152+ (62*number of boards)–1...

  • Page 87: Licensing

    Software Installation Software License Activation and Registration Licensing The licensing has two components — a system key which is a physical device shipped with every copy of AltiContact Manager. This hardware key is equipped with a DB -25 connector that is designed to be connected to the parallel printer port on the system running AltiContact Manager.
  • Page 88 Licensing License Type Description/Notes • Business User Seat This license counts the total number of physical and IP phones configured in the system. • Included in Agent Seat license. • Agent Seat Session This license counts the number of concurrent, logged in agents to one or multiple workgroups.

  • Page 89: Registration

    For step-by-step instructions on the licensing process, refer to page 3-29. Registration Licenses must be registered with AltiGen for the system to function at full, licensed capacity. This registration includes both AltiContact Manager systems information, as well as registering dealer, installer, and end user (customer) data for each AltiGen system installed or upgraded to AltiContact Manager.

  • Page 90: Dealer Installation Id

    Registration Dealer Installation ID As part of the installation and registration process, the Dealer is associated with the customer and the system installed. To facilitate this, a Dealer Installation ID will be provided to all dealers. This Dealer Installation ID will provide safe access to the registration system in the case where Dealers send their software and license keys direct to the customers to install.

  • Page 91: Upgrades

    Software Installation For step-by-step instructions on the manual online registration process, refer to page 3-38. AltiContact Manager Online Registration The second method for registering AltiContact Manager, Seat licenses and optional software features can be accomplished during installation of the system. To accomplish this, an online connection is needed to the AltiContact Manager system at the time of registration.

  • Page 92: Lost Licenses

    4.6 (4.6 compatible licenses). 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 93: Before New Installation

    Make sure you have prepared for installation as described beginning on page 3-2. 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. AltiContact Manager Administration Manual...
  • Page 94 To Begin New Installation Login to Windows NT or Windows 2000 as a domain or local user account that has local administrator privileges. 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.
  • Page 95 Note: Setup will terminate if T1 Rev. A1/A2 or VoIP Rev. A1/A2 boards are found. These boards are not supported. 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 96 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 97 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. AltiContact Manager Administration Manual 3-15...
  • Page 98 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 99 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 29. If you do not register and activate your licenses, only eight (8) physical ports will be available for use.

  • Page 100: Before Upgrade

    ACM Admin application and the AltiGen Switching Service are not running. You can shutdown the AltiGen Switching Service Com Server and the ACM Admin application at the same time by running ACM Admin, logging in and selecting Services Shutdown Switching.

  • Page 101: To Begin Upgrade

    • AltiGen Messaging Service COM Server • AltiGen SMTP Service COM Server • AltiGen POP3 Service COM Server • AltiGen Exchange Integration Service COM Server • AltiGen Backup/Restore Service • AltiGen Keep Up Service • AltiGen Internal Logger Server Shutting Down Switching as a Windows 2000 / NT Service Optionally, if you’re not running ACM Admin, you can shut down the...
  • Page 102 To Begin Upgrade 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 103 Software Installation 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. These boards are not supported.
  • Page 104 To Begin Upgrade 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 AltiContact Manager’s License Information window.
  • Page 105 Software Installation 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 106 12. Setup will check service status. 13. Setup will create a user account for AltiContact Manager 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 107 Software Installation 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 108 To Begin Upgrade 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. 3-26 AltiContact Manager Administration Manual...
  • Page 109 Software Installation 18. Setup will perform the following: • Install Microsoft Data Access Components • Install AltiContact Manager Services • Register AltiContact Manager COM components • Create program folder and icons • Upgrade AltiContact Manager databases 19. Setup is almost complete. Setup will suggest running CT bus test before rebooting.
  • Page 110 To Begin Upgrade You can restart your computer now or later, then click Finish to end Setup. 21. If the CT Bus test fails, it is recommended that you address the CT Bus failure before you reboot the system. You can manually run the CT Bus test program through Start>AltiWare>AltiWare Tools>CT Bus test.

  • Page 111: Online License Registration Procedures

    Software Installation License Activation and Registration Process In AltiContact Manager, a software license allows you to increase the capacity for the following: • Physical and IP extensions. A Quantum board can provide 4, 8, or 12 extensions (depending on the type of Quantum board) and the Triton Analog Station board provides 12 extensions.
  • Page 112 To Begin Upgrade From the About AltiContact Manager window in ACM Admin, click on the License Information button. Click the Registration button to open a new License Information window. 3-30 AltiContact Manager Administration Manual...
  • Page 113 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 114 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 115 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. AltiContact Manager Administration Manual 3-33...
  • Page 116 To Begin Upgrade 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. 3-34 AltiContact Manager Administration Manual...
  • Page 117 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 4.X licenses) b) not enough digits in license number c) wrong license number d) license number registered to another system key...
  • Page 118 To Begin Upgrade 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 119 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 120: Manual Online License Registration Procedure

    To Begin Upgrade 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 AltiContact Manager system has no Internet connection), follow these steps: From the About AltiContact Manager window in the local ACM Admin, click on the License Information button.
  • Page 121 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 122 To Begin Upgrade 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 123 Software Installation 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. AltiContact Manager Administration Manual 3-41...
  • Page 124 To Begin Upgrade 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. 3-42 AltiContact Manager Administration Manual...
  • Page 125 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 4.X licenses) b) not enough digits in license number c) wrong license number d) license number registered to another system key...
  • Page 126 To Begin Upgrade 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 AltiContact Manager machine. In the License Information window, click the Load button and to load the exctl file from floppy into the AltiContact Manager system.

  • Page 127: Offline Registration Procedures

    Offline Registration Procedures To register licenses through the Web (without ACM Admin), go to the following web URL: http://registrar.altigen.com/offlineregister/ login.asp. Then follow the online registration process (page 3-39) beginning with Step 6. Windows Emergency Repair Disk After installing AltiContact Manager, you should create the Windows Emergency Repair Disk, even if you have previously created a repair disk.

  • Page 128: Running Acm Administrator

    Running ACM Administrator ACM Administrator provides the ability to manage the AltiContact Manager system from a remote client system on the LAN. If there is no firewall on the LAN where AltiContact Manager resides, ACM Administrator can be installed and used to manage AltiContact Manager over the Internet from a remote site as well.

  • Page 129: Shutting Down Alticontact Manager When Changing Or Adding Hard

    AltiContact Manager data, messages, and custom files using the procedures in the chapter on ‘System Data Management.” In ACM Administrator, shutdown the AltiGen Switching Service and exit ACM Administrator, as described in “Shutting Down Switching as a Windows 2000 / NT Service” on page 3-19.

  • Page 130: Alticontact Manager Uninstall

    AltiContact Manager Uninstall Label and disconnect the DB-25 to 50 pin Telco cable(s) from the board I/O connectors. Remove the telephony board(s) from the original system. Install the board(s) into the new system. Install the system key to the parallel or USB port. Install the AltiContact Manager software as described, beginning with “Preparing to Install AltiContact Manager”...

  • Page 131: Software Installation Troubleshooting

    (if AltiServ is installed on the c: drive) and run the installation program again. An error occurred during the move data Make sure all AltiGen applications and services process. are stopped/closed before installing AltiContact Manager.
  • Page 132 Failed to upgrade AltiContact Manager The previous database may be corrupted. databases. Restore the last, known working database and try again. If error persists, contact your Authorized AltiGen Dealer. 3-50 AltiContact Manager Administration Manual...

  • Page 133: Getting Around Acm Administrator

    H A P T E R Getting Around ACM Administrator AltiContact Manager Administrator This section describes how to configure and administer the AltiWare system using the AltiContact Manager application software. The AltiContact Manager, or ACM, Administrator allows you to configure sophisticated switching and messaging functions using windows that guide you through the configuration steps for each feature.

  • Page 134: The Alticontact Manager Main Window

    AltiContact Manager Administrator The AltiContact Manager Main Window Once you run the Administrator, the first window you see is the AltiContact Manager main window. AltiContact Manager Figure 1. Administrator main window At the top you see the Main Menu bar and below that, the Quick Access Toolbar.

  • Page 135: The Main Menu

    Management and Convert Work/Hunt Group), and shutdown the switching service. • System Management Opens configuration windows to work with the system, huntgroups, trunks, voice mail, VoIP, out call routing, and AltiGen IP Phone configuration. • CallCenter Management Opens configuration windows to work with Call Center, agent extensions, workgroups, application extensions and IVR.
  • Page 136 AltiContact Manager 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 137: The View Windows

    Getting Around ACM Administrator The View Windows As noted in “The AltiContact Manager Main Window” on page 4-2, the AltiContact Manager main window hosts a number of child windows, which are called view windows in AltiContact Manager because they provide various views into the internal system setup and active status. Boards View Window The Boards window displays the AltiContact Manager Quantum or Triton boards hardware status.

  • Page 138: Agent Extension View Window

    The View Windows Agent Extension View Window The Agent Extension View window, which displays the status of all assigned extensions. Figure 4. Agent 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 139: Trunk View Window

    Getting Around ACM Administrator Trunk View Window The Trunk View window displays the status of all assigned trunks. Figure 5. Trunk View window 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 140: Workgroup View Window

    The View Windows Workgroup View Window The Workgroup View window displays data and statistics for workgroups: Figure 6. Workgroup View window This window displays the following data: • Extension—the workgroup pilot extension number • Name—the workgroup name • Agents—the number of agents assigned to the workgroup •...

  • Page 141: Call Log View Window

    Getting Around ACM Administrator Call Log View Window The Call Log View window 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 142: Status Bar

    Logging In • Location—the Triton VoIP board ID:channel ID • Packets Sent—the number of voice packets sent • Packets Received—the number of voice packets received • Bytes Sent—the total size (in bytes) of all voice packets sent • Bytes Received—the total size (in bytes) of all voice packets received •...

  • Page 143: Changing The Password

    OK. Stopping the AltiGen Switching Service Normally, when you exit AltiContact Manager, 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 144 Stopping the AltiGen Switching Service 4-12 AltiContact Manager Administration Manual...

  • Page 145: System Configuration

    H A P T E R System Configuration The System Configuration functions provide for configuring the AltiContact Manager system-wide settings. Access System Configuration by selecting System Configuration... on the System Management menu, by clicking the System icon, or using the dropdown list next to the icon and going to System Configuration.

  • Page 146: 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 147 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. AltiContact Manager Administration Manual 5-3...

  • Page 148: 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 149 System Configuration Accessing the Number Plan To access the Numbering plan settings, select System Management... 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 150: Assigning Trunk, Feature, 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 151 System Configuration Trunk Access Usually, 9 is used as the analog or PSTN trunk access code, and AltiContact Manager 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 152: Setting Business Hours

    Setting Business Hours Note: When making or editing these or other number plan assignments, refer to the considerations on setting and editing discussed in “Setting a System Number Plan” on page 5-4. 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.

  • Page 153: 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 154 Routing Calls on Holidays To access Holiday routing settings, select System Management... 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 155: 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 156: 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 157: 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 10-1 for a discussion of the uses of the different functions. To access call restriction setup, select System Management... on the Management menu, then click the Call Restriction tab.

  • Page 158: Locking Attacked Extensions

    Defining System Call Restrictions Locking Attacked Extensions If a user enters eight consecutive invalid passwords when logging on, AltiContact Manager considers this an attack. To protect your company from theft of services, you can lock an attacked extension for the period of time you specify (1-24 hours) in the Password Check field group.

  • Page 159: Creating Account Codes

    System Configuration Restricting Tie Trunk Calls You can set call restrictions on tie trunk calls by telling the system to use the same restrictions as the ones set up for an extension. Using the Call restriction follows extension drop-down list, you can select the extension with the restrictions to use for the tie trunk calls.

  • Page 160: Setting Up Call Reports

    Setting up Call Reports • The Account Code may contain 1-10 digits. • You can assign the same Account Code to different Account Names. To delete an account and its code, select it and click Delete. You can select multiple items for deletion by using Ctrl-click or Shift-click. Click Apply to save your changes and OK to save and close the window.

  • Page 161: Internal (Local) Logging Of Call Data Data

    System Configuration To set up Call Reports, select System Management... on the Management menu, then click the Call Reports tab. Figure 9. Call Reports window, 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.
  • Page 162 Setting up Call Reports To enable RTM data collection to the local drive, select Internal RTM data - MDB and click the Config button. A dialog box appears. Figure 11. Enable local RTM data logging Parameter Description Enable Check to enable internal (local) logging of call data. Retain Records Select the number of days to retain records.

  • Page 163: External (Remote) Logging Of Call Data

    System Configuration Example: • Retain Records is set to 60 days • Save db is selected • Renew Backup is set to every month With these settings, on day 61 a backup file is started in the DBBackup folder. Each day’s call or RTM data is added to this file for one month. At the end of a month, a new file is started in DBBackup, which is likewise appended with each day’s call or RTM data every day at midnight.
  • Page 164 Select to export the data to a third party application. Server Note: AltiGen does not provide any SQL backup and restore utility. We strongly recommend that you use SQL Backup and Maintenance utility to perform daily backup and maintenance jobs, and use a restore utility to restore the database.

  • Page 165: Exporting Through A Local Port

    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 External Select to export the data to a third party application.

  • Page 166: Using A Tenant Table

    Using a Tenant Table Using a Tenant Table If several small businesses or groups want to share an AltiContact Manager system, specific trunks can be assigned so that each company or group has its own set of extensions for outbound calling. Each business or group can be set up as a tenant in AltiContact Manager, where you use the Tenants window to define the tenants, their call restrictions and call tracking.

  • Page 167: Configuring The Tenant Table

    System Configuration Configuring the Tenant Table Configuring the tenant table involves first adding entries to the tenant list, then using Agent Extension Configuration and Trunk Configuration to assign extensions and trunks, respectively, to tenant IDs. To create tenant entries: In the Tenant window, click the Add button to open a small Tenant Configuration dialog box.

  • Page 168: Modifying The Tenant Table

    Using a Tenant Table Repeat the previous step for each trunk you want to assign. When you’re done, click OK to close the Trunk Configuration window. Important: When creating Tenant entries for IP extensions, the IP trunk must have the same Tenant Name assigned as the IP extension. Modifying the Tenant Table To delete a tenant from the tenant window: Highlight the ID number and click Delete.

  • Page 169: Country Relevant

    System Configuration Country Relevant The Country Relevant tab contains group boxes for setting toll call prefixes, emergency numbers and the TDM bus mode. The Country field displays the country selected in the General Page of System Configuration. Figure 15. Country Relevance window, System Configuration Setting Toll Call Prefixes AltiContact Manager uses the Toll Call Prefixes to determine the type of outside call and imposes restrictions when necessary.

  • Page 170: Setting Emergency Numbers

    CT-Bus Clock Configuration • Domestic. The dialing plan for your country or region. For example, type in a 1 for 1-plus dialing within the U.S. dialing plan (also known as the North American Numbering Plan). • International. The prefix used for international calls. For example, this is 011 for international calls made in the USA.

  • Page 171: Audio Peripheral Configuration

    System Configuration Figure 16. CT-BUS Clock Configuration window, System Configuration • Set CT-BUS Clock - select Auto or Manual to identify the appropriate board that will serve as the CT-Bus Clock master. Audio Peripheral Configuration The Audio Peripheral configuration window is used to set up: •...

  • Page 172: Configuring Music On Hold And Recorded Announcements

    Audio Peripheral Configuration To access Audio Peripheral configuration, select System Configuration... on the Management menu, then click the Audio Peripheral tab. Figure 17. Audio Peripheral Configuration window, System Administration 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.
  • Page 173 32K AltiGen ADPCM format. • The default music on hold file can be replaced with AltiGen’s ADPCM format. To convert a .wav file to AltiGen ADPCM format, run wav2alt.exe (available at AltiGen’s web site). Once the .wav file is converted, rename the file to “MusicOnWaiting”...

  • Page 174: Setting Greeting And Update Prompts

    Audio Peripheral Configuration Setting Greeting and Update Prompts To play a prompt before placing the caller into a hold queue: Select the Play Prompt Before… checkbox. Use the drop-down list to select the prompt number you want to use for the greeting message.

  • Page 175: 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 AltiContact Manager, and then restarting AltiContact Manager.

  • Page 176: 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 177 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 AltiContact Manager. Board Name: the type of board installed in the system and board ID. Note: For Quantum boards in a Windows 2000 system: •...

  • Page 178: Configuring The Triton Analog Station Board

    Configuring the Triton Analog Station Board Parameter Description Board Configuration Opens a diagnostic dialog box. Figure 3. Quantum Board Debug You can send a debug string to the board, or you can do a DSP Dump, Memory Dump, or FMIC Dump. Reset Board Resets the board, after you confirm by accepting a warning that resetting a board will disconnect all...
  • Page 179 Board Configuration Figure 4. Board Configuration window (Triton Analog) Use the Board Configuration window to view the following attributes: Parameter Description Board Info Board Logical ID: assigned by AltiContact Manager. Board Name: the type of board installed in the system and board ID. Note: This is informational only and cannot be edited.

  • Page 180: Configuring The Triton Analog Trunk Ls/Gs And Ls Boards

    Configuring the Triton Analog Trunk LS/GS and LS Boards Parameter Description Board Configuration Displays the board’s serial number. 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 181: Configuring The Triton Voip Board

    Board Configuration The Board Configuration window contains the following attributes: Parameter Description Board Info Group Board Logical ID: assigned by AltiContact Manager. Board Name: the type of board installed in the system and board ID. Note: This is informational only and cannot be edited.

  • Page 182: Voice Over Ip For Altiware Oe

    Configuring the Triton VoIP Board Voice over IP for AltiWare OE VoIP for AltiContact Manager runs on an H.323 platform that allows voice calls to be made through an IP network. It includes an integrated VoIP gateway to convert voice calls into IP packets and transmit them through the IP network.

  • Page 183: Board Installation

    Board Configuration PCI Plug and Play Triton VoIP boards fit into standard PCI slots. Once installed, it is recognized by AltiContact Manager and appears on the Boards window of ACM 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 184: Troubleshooting-Common Symptoms And Solutions

    Configuring the Triton VoIP Board 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 7-13 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 185: Configuring The Triton T1/Pri Board

    Board Configuration protocol for real-time applications used to transport packetized voice packets over the IP network. Check the AltiContact Manager IP Dialing Table for Dialed Digits Length. Refer to “Defining the IP Dialing Table” on page 9-2. Check if Called Extension is a Workgroup or has Multiple Call Waiting Enabled.

  • Page 186: Service Parameters For T1

    When ordering T1 service, provide the following service request information: Equipment Information Product Manufacturer - AltiGen Communications, Inc. Product Name - AltiContact Manager Phone System CSU/DSU - ADTRAN T1 ACE (recommended) or other CSU/DSU Technical Information for T1 with Voice Signaling Protocol: •...
  • Page 187 Board Configuration Line Coding: • Alternate Mark Inversion (AMI) • B8ZS (recommended) 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...

  • Page 188: Service Parameters For Pri

    When ordering PRI service, provide the following service request information: Equipment Information Product Manufacturer - AltiGen Communications, Inc. Product Name - AltiContact Manager Phone System CSU/DSU - ADTRAN T1 ACE (recommended) or other CSU/DSU Technical Information for PRI with Voice Switch Type: •...

  • Page 189: Board Configuration

    Board Configuration Note: AltiContact Manager can configure any channel in a PRI span to be the D channel. The default setting is the last channel. Every span should select a D channel within the span. Shared D channel (NFAS) or back up D channel is not supported. Hunting: Most Idle, Least Idle, Ascend, Descend DNIS Digits: can be 3 to 10 digits CSU/DSU Requirements...
  • Page 190 Configuring the Triton T1/PRI Board • Clicking on a trunk in the Channel Mapping List invokes the T1 Trunk Properties dialog box (refer to “Triton T1/PRI Trunk Properties” on page 7-15). • The Board Configuration button invokes a configuration dialog box. Figure 8.

  • Page 191: Triton T1 Configuration - Triton T1/Pri Dialog Box

    Board Configuration 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 9. Triton T1/PRI Configuration dialog box Reading the Status Messages If the span is working, the Status line displays OK.
  • Page 192 Configuring the Triton T1/PRI Board Table 1: Span Status Error Messages Error Message Meaning Action Hardware Failure - NO No clock signal is Reset Board. If this CLOCKS detected on T1 interface does not work, board drop. must be replaced. HDLC Failure - NO HDLC = High level Check with CO on D...
  • Page 193 Board Configuration 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 194 Configuring the Triton T1/PRI Board • 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 195 Board Configuration T1 Clocking Depending on the configuration of the T1 boards and span for your AltiContact Manager 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 196: Setting Up T1 Or Pri Channels On The Triton T1/Pri Board

    Configuring the Triton T1/PRI Board Setting up T1 or PRI Channels on the Triton T1/PRI Board Use the T1/PRI Configuration button (see Figure 9) 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 197 Board Configuration 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 11. ISDN PRI Switch Mode The top four settings are used for a connection to a CO switch: •...
  • Page 198 Configuring the Triton T1/PRI Board Selecting Span Types • T1CAS - select this option to associate all channels on the span to T1channel 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 199 Board Configuration • 101CCCC Numbers - CIC (Carrier Identification Codes) dialing. • 011 International Numbers - for placing calls outside the U.S. • 1+10-digit Numbers - for local and long distance calls that require dialing 1 before the number. • 10-digit Numbers - for local and long distance calls that do not require 1 before dialing.

  • Page 200: Installing A Channel Service Unit (Csu) To The Triton T1 Or T1/E1/Pri Board

    Configuring the Triton T1/PRI Board 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 201: Troubleshooting-Common Symptoms

    Board Configuration Pin 2=Receive Tip (INPUT) Pin 4=Transmit Ring (OUTPUT) Pin 5=Transmit Tip (OUTPUT) Troubleshooting—Common Symptoms The most common problems when installing T1 or PRI services: The service provider misconfigures your T1/PRI service or terminates your service improperly. T1 is installed but not turned on because there is no termination device for a period of time.
  • Page 202 Configuring the Triton T1/PRI Board 6-28 AltiContact Manager Administration Manual...

  • Page 203: 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 204: Selecting Trunks To Set Attributes

    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. The location format is the same as in the Trunk View window, that is, slot:channel—for example, channel 15 on the board in slot 1 is location 01:15.

  • Page 205: Setting General Trunk Attributes

    Trunk Configuration Setting General Trunk Attributes Select the channel to view its current attributes, as discussed in the previous section. You can then set or change the following attributes. If an option is grayed out, it is not available for that type of trunk: Attribute Description Access Code...
  • Page 206 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 207 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 208: Quantum Trunk Properties

    Setting General Trunk Attributes Attribute Description Tenant Selection The Tenant group assignment for the trunk, configured from the Tenant Table window in System Configuration, discussed in “Using a Tenant Table” on page 5-22. If no tenant is selected, any extension can use this trunk to make an out call. 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 209 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.
  • Page 210 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 211: Triton Analog Trunk Properties

    Trunk Configuration Triton Analog Trunk Properties To configure a Triton Analog Trunk 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 212 Setting General Trunk Attributes Parameter Description Message Waiting Type of Message Waiting indicator for the phone set: Signal Type • None • FSK/SDMF—Frequency Shift Keying with and Single Data Message Format. • FSK/MDMF—Frequency Shift Keying with Multiple Data Message Format. Flash Duration (ms) Specifies the Flash Duration time in milliseconds, with the following set ranges: 85-750, 50-600, 100-...

  • Page 213: Triton Analog Trunk Gs/Ls Properties

    Trunk Configuration Triton Analog Trunk GS/LS Properties To configure a Triton Analog Trunk GS/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 214 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 215: Triton Voip Trunk Configuration

    Trunk Configuration Parameter Description Receiver/ Slide setting adjusts the incoming volume from 6 dB Transmission Gain to 6 dB for every Triton Analog Trunk channel. The default setting is 0 dB, and it is highly recommended not to change this setting. Caution: Setting the volume too high will cause distortion in voice quality and/or...
  • Page 216 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 217: Triton T1/Pri Trunk Properties

    Trunk Configuration Parameter Description G723 Jitter Buffer Indicates the delay, in milliseconds, used to buffer Range (ms) G.723 voice packets received from the IP network. Voice packets sent over the IP network may incur different delays due to network load or congestion. The jitter buffer helps to smooth out the delay variation in the arriving voice packets and maintain voice quality at the receiving end.
  • Page 218 Setting General Trunk Attributes Figure 7. Triton T1 Configuration dialog box 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) •...
  • Page 219 Trunk Configuration Parameter Description You can select the maximum time-out delays, in seconds and the appropriate sequence of symbols to be collected for Caller ID and DID. Max. seconds Maximum wait time before time-out for the system to before the first identify this digit after either the first ring in ground start or digit loop start or the wink in wink start.
  • Page 220 Setting General Trunk Attributes Parameter Description Sets up an additional, alternative sequence. You can select another set of up to five incoming symbols to collect. Not checking any box is equivalent to checking ‘None’ in the first field. The default sequence is: “DID/DNIS”...
  • Page 221 Trunk Configuration When a call comes in, the system tries to match the incoming sequence to either the first or second Incoming Sequence Digit String sequence. If no match is found, no Caller ID or DID digits will be collected. •...

  • Page 222: Incoming Call Routing

    Incoming Call Routing 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 223: Outgoing Call Blocking

    Trunk Configuration 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 224 Outgoing Call Blocking 7-22 AltiContact Manager Administration Manual...

  • Page 225: Voice Mail Configuration

    H A P T E R Voice Mail Configuration Voice mail messaging attributes and voice mail distribution list parameters are set using the Voice Mail Configuration window. To access the Voice Mail Configuration window: • Select the System Management menu, then select Voice Mail Configuration…, or, •...

  • Page 226: Setting Message Notification Retries

    Managing Messages Figure 1. Messaging window, Voice Mail 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 227: Setting Message Management Options

    Voice Mail Configuration Setting Message Management Options Set message confirmation and warning parameters: Parameter Description Confirm Message If checked, the system plays a voice message Deletion instructing the user to confirm request for deletion by pressing the # key. This prevents users from accidentally deleting messages with a single key entry.

  • Page 228: Setting E-Mail Messaging Options

    Managing Messages Setting E-mail Messaging Options To use the AltiContact Manager email services, configure the following settings. Parameter Description Enable SMTP/POP3 Selected, this enables incoming and outgoing mail E-Mail Service services on AltiContact Manager—Simple Mail Transfer Protocol (SMTP) and Post Office Protocol (POP).

  • Page 229: Synchronizing E-Mail With Exchange

    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 AltiWare servers—that is, when emails or voice mails are...

  • Page 230: Defining A Distribution List

    Creating Distribution Lists Figure 2. Voice Mail Distribution List window, Voice Mail 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 231: Voip Configuration

    H A P T E R VoIP Configuration An IP Dialing table and VoIP Codec attributes are set using the VoIP Configuration configuration window. To access the VoIP Configuration window: • Select the System Management menu, then select VoIP Configuration…, or, •...

  • Page 232: Defining The Ip Dialing Table

    Defining an IP Dialing Table The Location ID Digit Length can be set to None, 1, 2, or 3—a seemingly simple choice. However simple it seems, though, it needs to be given some thought before it is set. Location IDs are used system wide, and a coordinated configuration is recommended.

  • Page 233: Setting The Location Id Digit Length

    VoIP Configuration Figure 1. IP Dialing Table window, VoIP Configuration Setting the Location ID Digit Length Set the length in the Location ID Digit Length drop-down list, noting the discussion about the length in the previous section. Defining Remote Locations To add a location, click the Add button to open an entry dialog box: AltiContact Manager Administration Manual...
  • Page 234 172.16.0.0/12 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 235: Setting Voip Codecs

    VoIP Configuration Setting VoIP Codecs The default codec for static IP extensions is G.711, which gives a bandwidth of approximately 64 kbps. This is appropriate for lease lines or high-speed connections. The default codec for dynamic IP extensions is G.723, which gives a bandwidth of approximately 6.4 kbps. This is appropriate for internet connections.
  • Page 236 Setting VoIP Codecs Figure 2. VoIP Codec Configuration window, VoIP Configuration Parameter Description Static IP Extensions Lists IP extensions with static IP addressing you have created in the Extension Configuration window Servers Lists other Contact Manager servers you have entered in the IP Dialing Table window, which have AltiContact Manager-to-AltiContact Manager connections to your server G711 IP Ranges...
  • Page 237 VoIP Configuration To set the codec for a connection to another AltiContact Manager 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: AltiContact Manager-to-AltiContact Manager IP connections between systems must use the same codec.

  • Page 238: Network Configuration Guidelines For Voip

    Network Configuration Guidelines for VoIP To set ranges and values for dynamic IP addressing when only using a 30-Port IP Board: In the G711 IP Ranges list, click the Add button. The Add IP Codec Setting dialog appears. Figure 4. Add IP Codec Setting In the Add IP Codec Setting dialog, specify Range to set a range of dynamic IP address.
  • Page 239 VoIP Configuration WAN Bandwidth • G.711/G.723 compression and bandwidth requirements: (for example, a Multilink Point-to-Point Protocol (MLPPP) or Frame Relay Forum (FRF), with no Voice Activity Detection (VAD) running) — G711 10ms packet frame = 100.8 kbps — G711 20ms packet frame = 82.4 kbps —...

  • Page 240: Firewall Configuration

    Network Configuration Guidelines for VoIP • Configure the router so that the IP/UDP packets being sent to and from an IP station have higher priority than the packets generated by other stations on the same network. Please consult your router manufacturer for more information on setting up this configuration.

  • Page 241: Network Configuration Guidelines For The Alti-Ip 600

    • DHCP is recommended to reduce the risks for duplicating IP addresses. AltiContact Manager provides seamless support for AltiGen IP Phones using dynamic IP addresses. Select Dynamic IP address for IP Extensions in ACM Admin. • A switch is recommended at the corporate network, rather than a hub, for IP phone connection.
  • Page 242 Configuration Guidelines for NAT The following section discusses the use of NAT (Network Address Translation) with AltiContact Manager’s IP functionality. Configurations and limitations for using NAT are addressed, and network diagrams explain the topology of these configurations. The first 3 examples involve AltiContact Manager configurations for remote IP phones with a public IP address, with a private IP address behind NAT, and with both private and public IP addresses, respectively.

  • Page 243: Ip Phone Configuration

    When configuring the IP phone, you should specify the server’s IP address, referred to as AWIP “AltiWare’s IP address.” To configure AWIP for AltiGen IP phone, please refer to “AltiGen IP Phone Quick Reference” and edit the AW Server setting at the SYSTEM menu. For NetMeeting integrated with AltiView, the AWIP is the AltiView’s login server IP...
  • Page 244 Configuration Guidelines for NAT Remote IP Phone Connecting Through DSL or Cable Modem Figure 5. Home Network with DSL/Cable Modem Figure 1 shows a typical home network layout with DSL/cable modem with an IP phone and PCs. A router that supports H.323 over NAT is required between the DSL/Cable Modem and IP phone and PCs, if the DSL/Cable Modem does not support H.323 over NAT.
  • Page 245 VoIP Configuration Public Network Configuration (AltiWare with Public IP Address) Figure 6. AltiWare with Public IP Address Figure 2 shows a network layout in which AltiWare is installed and running on a host with public IP address 169.254.101.2. The local IP phones, IP Phone 1 and IP Phone 2, use public IP addresses 169.254.101.100 and 169.254.101.101, respectively.
  • Page 246 Configuration Guidelines for NAT changed dynamically, then assign dynamic IP address configuration for that extension. • IP Phone 1 and IP Phone 2 When configuring the local IP phones, IP Phone 1 and IP Phone 2, you should set up the AWIP to AltiWare's IP address, which is 169.254.101.2.
  • Page 247 VoIP Configuration Private Network Configuration (AltiWare with private IP address and behind NAT) Figure 7. AltiWare behind NAT Figure 3 shows a private network - 192.168.1.0, where the AltiWare is installed and running on a host with a private IP address 192.168.1.2. Router 1 is a H.323 NAT router.
  • Page 248 Configuration Guidelines for NAT changed dynamically, then assign dynamic IP address configuration for that extension. • IP Phone 1 and IP Phone 2 When configuring local IP Phone 1 and IP Phone 2, you should set up the AWIP to AltiWare's IP address 192.168.1.2. •...
  • Page 249 VoIP Configuration Private and Public Network Configuration (AltiWare with Both Private and Public IP Addresses) Figure 8. AltiWare on Multi-Homed Host In the case of insufficient public IP addresses for local IP phones, IP phones can be located in a private network. With private IP addresses assigned, when assigning two IP addresses (one public and one private) to AltiWare, H.323 NAT is not required in the local network.
  • Page 250 Configuration Guidelines for NAT • AltiWare The public IP address of Router 2 should be configured as the IP address of this IP extension in AltiWare for IP Phone 3. If it is changed dynamically, then assign dynamic IP address configuration for that extension.
  • Page 251 VoIP Configuration • IP Phone 4 When configuring remote IP Phone 4, you should set up the AWIP to AltiWare's public IP address, which is 169.254.101.2. For an H.323 IP Call from Another AltiWare on Internet: Another AltiWare can make an H.323 IP call to this AltiWare by calling the AltiWare's public IP address, which is 169.254.101.2.
  • Page 252 Configuration Guidelines for NAT In the corporate network, AltiWare and AltiGatekeeper are installed and running on a host with private IP address 192.168.1.2. This gatekeeper redirects requests from local IP phones and from remote IP phones through VPN. Both Router 1 and Router 2 are VPN-capable and compatible with each other.
  • Page 253 Remote Security Gateway: 169.254.56.159 (specifies the public IP address of the (Router 1’s public IP corporate VPN-enabled gateway) Address Linksys is for reference only. AltiGen has not certified this product or any other router at this time. AltiContact Manager Administration Manual 9-23...

  • Page 254: Firewall Considerations

    Logger CDRSearch AltiLink+ 10025 Internal/External CDR 10027 Logger TAPI Client TAPI Gateway 10026 AltiGen IP Phone AltiGen IP Phone Service 10032 Gatekeeper 1718, 1719 VoIP H.323/H.225 VoIP H.323/H.225 1720 VoIP Message VoIP Message Waiting 49151 Waiting (Quicknet IP ext only) VoIP H.245...
  • Page 255 H.245 and RTP/RTCP 49152~N a. N=49152 + (62 * number of VoIP boards) - 1 If this H.323 endpoint is an AltiGen IP Phone, the NAT router must be configured to forward the following ports to the H.323 endpoint's private IP address:...

  • Page 256: Setting Up An Alticontact Manager-To-Alticontact Manager Ip Net

    Setting Up an AltiContact Manager-to-AltiContact Manager IP Network Setting Up an AltiContact Manager-to- AltiContact Manager IP Network Two or more AltiContact Manager systems can be networked together to provide extension-to-extension connections via IP trunk calls. Users may dial a remote AltiContact Manager’s auto attendant or direct dial to an extension, without having to dial out through the PSTN.
  • Page 257 VoIP Configuration Configure the dialing plan for connection to remote AltiContact Manager systems on the IP Dialing Table tab window of System Configuration. Set the Number of Dialed Digits to “None.” Refer to “Defining the IP Dialing Table” on page 9-2. Set the VoIP codecs so that servers use the same codec.
  • Page 258 Setting Up an AltiContact Manager-to-AltiContact Manager IP Network 9-28 AltiContact Manager Administration Manual...

  • Page 259: 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 260: 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 System Management Menu. Working with Route Definitions The Route Definition tab is the default view on the Out Call Routing Configuration window.
  • Page 261 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 262: Setting Default Routes

    Setting Default Routes — Delete from Head removes prefix digits from the number before it is sent to the trunk. Select the number of digits to remove in the Number of Digits to Delete box. • Member and Non Member Trunks Use this to define the trunks and trunk order for the route.

  • Page 263: 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 264: Setting Dialing Pattern Routing

    Setting Dialing Pattern Routing to let all extension users know that they need to dial 9+911 to call 911. It might be a good idea to have them sign a 911 dialing disclaimer stating that they understand and accept the 9+911 configuration.
  • Page 265 Out Call Routing Configuration Figure 4. Dialing Pattern window, 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. AltiContact Manager Administration Manual 10-7...
  • Page 266 Setting Dialing Pattern Routing 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. Selecting N/A creates a ‘?’ symbol in place of number of the digits, and this indicates an unspecified number of digits.
  • Page 267 Out Call Routing Configuration area code is different from the AltiContact Manager system but requires 10-digit dialing. Assign the Route Priority for this dialing pattern to the Index of the route definition you created above. Repeat steps 2 and 3 above for other area codes requiring 10-digit dialing as necessary.
  • Page 268 Setting Dialing Pattern Routing In the Dialing Pattern page of Out Call Routing Configuration, add dialing pattern definition entries for the following prefixes: • prefix = 0, length = 11 • prefix = 00, length = 14 • prefixes = 1-9, each length = 7 In the Route Priority field, use the drop-down list to select the En- Bloc route definition (assigned in Step 2).
  • Page 269 Out Call Routing Configuration The Dialing Pattern page should look as follows: With this configuration, the system will see that all digits have been collected and will send digits to the CO, instead of waiting 7 seconds for the dialing to finish. AltiContact Manager Administration Manual 10-11...
  • Page 270 Setting Dialing Pattern Routing 10-12 AltiContact Manager Administration Manual...

  • Page 271: Ivr Configuration

    IVR Configuration IVR performs 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. IVR allows multiple incoming calls to be answered simultaneously.

  • Page 272: Example: Ivr Planning

    Example: IVR Planning 11-2 AltiContact Manager Administration Manual...
  • Page 273 IVR Configuration 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...

  • Page 274: Adding Ivrs

    Adding IVRs Adding IVRs The first 16 IVRs are provided by default with the menus blank. You can edit these as described in “Editing IVRs” on page 11-5. You don’t need to add a new IVR if you’re going to use 16 or fewer. To add an IVR beyond the first 16: •...

  • Page 275: Editing Ivrs

    IVR Configuration Select an ID in the drop-down list and type in a descriptive Name for IVR, then click OK. • Clear—clears all edits to the selected IVR, restoring system defaults • Export—exports all IVR settings to an html file •...

  • Page 276: Configuring Menu Items

    Editing IVRs 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 11-10 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 Routes the call to the AltiGen Voice Mail System voice mailbox after successful login. This is nor- mally assigned to the # digit.
  • Page 279 IVR Configuration To use the Collect Digits action: Selecting the Adv. - 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: Making Ivr Assignments

    Phrase Management Making IVR Assignments Once the IVRs are set up, you can use them in various in-call routing situations—trunk configuration, answering for extensions or groups, and so forth. For example, for trunk /IVR assignments, see “Incoming Call Routing” on page 7-20.

  • 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

    AltiWare. AltiGen provides a utility to convert these files into the proper AltiWare format. Some recording studios provide the conversion service for an additional fee. The converted file can then be used for IVR or group setup.

  • Page 283: Callcenter Configuration

    H A P T E R CallCenter Configuration The CallCenter Configuration functions provide for configuring the call center settings for AltiContact Manager. Access CallCenter Configuration by selecting CallCenter Configuration... on the Management Menu, or by clicking the CallCenter Configuration icon. You can then work with the following settings, each of which is access by a tab in the CallCenter Configuration window.

  • Page 284: Adding And Deleting Caller Id Route Entries

    Caller ID Routing To access Caller ID routing, select CallCenter Configuration... on the Management menu, then click the Caller ID Routing tab (the default view). Figure 1. Caller ID Routing window, CallCenter Configuration Adding and Deleting Caller ID Route Entries To add entries to the Caller ID routing table, click the Add button.

  • Page 285: Defining The Routing

    CallCenter Configuration 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 286: Adding And Deleting Dnis Route Entries

    DNIS Routing To access DNIS routing, select CallCenter Configuration... on the Management menu, then click the DNIS Routing tab. Figure 2. DNIS Routing window, CallCenter 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 287: Defining The Routing

    CallCenter Configuration 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 288: Call Recording

    Call Recording Figure 3. Agent Logout Reason window, CallCenter Configuration To require logoff reasons, check the Logout reason code required check box. If you don’t want to require reason codes, deselect the check box. To define reason codes, type the associated reason into the text box next to the code you want to associate with the reason.
  • Page 289 CallCenter Configuration Figure 4. Call Recording window, CallCenter Configuration To activate the recording option: Select the Enable Workgroup Centralized Recording checkbox. Set the destination folder and path for saving the call recording in the Saving Folder field. The recording is saved in 64k PCM format only. WARNING! Listening in to or recording a conversation without the consent of one or both parties may be a violation of local, state and federal privacy laws.
  • Page 290 Call Recording 12-8 AltiContact Manager Administration Manual...

  • Page 291: Agent Configuration

    H A P T E R Agent Configuration There are two types of Agent 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 292 Two Configuration Windows in One Certain configuration functions apply only to physical extensions—for example, configuring the physical line. And some functions, or the lack of function, apply only to virtual extensions—for example, call waiting options do not apply to virtual extensions. Generally, you work on agent configuration by selecting an extension in the General window, then clicking another tab to work on the settings in another other window.

  • Page 293: Setting Up Extensions

    Agent Configuration Setting up Extensions The Agent Configuration General window provides for creating agent extensions and establishing their basic attributes. The General window is the default tab displayed when you open the Agent Configuration window. If you’re viewing another Agent Configuration window, you can click the General tab to open the General window.

  • Page 294: Adding New Extensions

    Setting up Extensions 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 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 295 Agent Configuration To set the Personal Information: Type in the User Name, Password, DID, Tenant Group, and optional Description: • First Name and Last Name of the extension user, each with a maximum of 32 characters. • Password for the extension user. The default is the system default password set on the Number Plan tab of the System Configuration window.

  • Page 296: Forced Account Code

    Note: Intercom is only available for extensions on Triton Analog Extension Boards and AltiGen IP Phone Extensions. The option is grayed out for extensions on Quantum boards. • Agent Check Box - allows the extension to be added as a member of one or multiple huntgroups or workgroups.

  • Page 297: Personal Call Recording Options

    Agent Configuration • Enable Forced Account Code—selected, forces the user to enter an account code. • Override Allowed—selected, prompts the user to enter an account code, or the user can press # to bypass the account code. • Account Code Validation—selected, forces the user to enter a valid account code.

  • Page 298: Changing The Extension Location Or Type

    Setting up Extensions • The recording setting at Extension Configuration only applies to personal calls. The recording setting at Workgroup Configuration only applies to workgroup calls. To allow an agent to record all calls (personal and workgroup), both recording settings must be enabled. Changing the Extension Location or Type Changing the Type The type of extension is set when you create the extension: physical or...
  • Page 299 IP extension. Users who travel may well prefer dynamic addressing. Note: AltiGen IP Phone extension users should not activate their IP Phone by logging into voicemail — instead, #27 should be used to log in.

  • Page 300: Setting The Line Properties

    Setting up Extensions Setting the Line Properties For a physical extension, you can configure hardware options on the board port used for the extensions. To do so, select the extension number in the list of extensions, then click the Line Properties button to open a dialog box that is specific to the board using for the extension.
  • Page 301 Agent 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 302 Setting up Extensions Figure 4. Triton Analog Station Line Properties dialog box Configure the following hardware extension-specific features: Parameter Description Caller ID Signal Message format with which to send Caller ID information: Format • None • SDMF—Single Data Message Format for supporting and sending a single data type, such as phone numbers.
  • Page 303 Agent Configuration Parameter Description Flash Duration Specifies the Flash Duration time in milliseconds: • 50-600 • 100-700 • 150-800 • 200-900 • 300-1000 Ringing Frequency Specifies the number of rings: 28 or 20 Line Disconnect The loop break desired for answering supervision, either 200 or 600 ms.

  • Page 304: Phone Display Options

    Setting up Extensions Phone Display Options For analog and IP phones, the administrator can select what information is to be displayed. Depending on the number of display lines on the LCD, the phone can be set up to show two lines of specific caller information on the display.

  • Page 305: Setting Up Groups

    Agent Configuration Setting Up Groups The primary use of a huntgroup is similar to that of workgroups — when the huntgroup extension is dialed, the system hunts for an available member extension to which to route the call. You can use huntgroups for various purposes, for example, in selecting a huntgroup as a System Operator.
  • Page 306 Setting Up Groups Adding or Removing Huntgroup Assignments To assign huntgroups to the selected physical or virtual extension: In the Agent Extension view of the Group window, click the huntgroup pilot number(s) in the Not Member list. Click the Add button to move them to the Member list. Note: If the huntgroup pilot extension is configured to Ring All Available Members, the maximum number of members is 20.

  • Page 307: Setting Up Station Speed Dialing

    Agent Configuration • If the extension user hangs up and there are callers waiting in an extension or huntgroup queue, the ring is delayed for the number of seconds specified in the Inter Call Delay setting. • If the extension user hangs up, there is no one waiting in a queue and a call comes in within the Inter Call Delay period, the call is put through immediately;...
  • Page 308 Setting up Station Speed Dialing Figure 6. Speed Dialing window, Agent 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 the number and click Edit. A dialog box appears: Type in the full number as you would dial it, with a maximum of 20 digits per entry.

  • Page 309: Setting The Mailbox Options

    Agent Configuration Note: You can use Apply to to apply speed dialing numbers to one, some, or all physical extensions. See “Apply To Button” on page 13-2 for more information on using Apply to. Setting the Mailbox Options The Mail Management settings define how voice messages are handled for an extension: whether the mailbox is information only or is full- featured, how messages are announced and processed, and how much capacity is allotted to message storage.

  • Page 310: Setting An Information-Only Mailbox

    Setting the Mailbox Options Setting an Information-Only Mailbox You can select the Information Only Mailbox check box to set virtual or physical extension mailboxes to Information Only, then click Apply to to set one or more extension mailboxes. An Information Only mailbox allows callers to listen to customized recorded announcements but does not provide taking messages from the caller.

  • Page 311: Setting Message Playback Options

    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 312: Setting Mailbox Capacities

    Setting Message Notification Options 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 313: Setting The Message Types For Notification

    Agent Configuration Figure 8. Notification window, Agent 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 To Button” on page 13-2 for more information on using Apply to.

  • Page 314: Setting The Type Of Notification

    Contact your local AltiGen dealer for more information on using this feature.

  • Page 315: Setting Notification Timing

    Agent Configuration Outcall to Cellular or PCS Phone Numbers When an outcall is made by the system (for One-Number-Access, Mes- sage Notification, Zoomerang, Call Forwarding, etc.) to a cellular or PCS phone, it may ring the phone once but not necessarily present the call and make a connection.

  • Page 316: Configuring Calling Restrictions

    Configuring Calling Restrictions Configuring Calling Restrictions Available restrictions on outgoing calls from extensions range from no restrictions to allowing internal calls only. System calling restrictions, discussed under “Defining System Call Restrictions” on page 5-12, specify global restrictions for all extensions, and you cannot override the system settings when you configure extensions.

  • Page 317: Setting Other Call Restrictions

    Agent Configuration • No Restrictions on Outcalls. • Internal Calls Only—extension-to-extension. • Internal and Local Calls Only—extension-to-extension and local calls only. • 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.

  • Page 318: Setting Answering Options

    Setting Answering Options Setting Answering Options Answering options include forwarding, handling busy calls, handling no- answers and other options. Which options are available depends on the type of extension. Virtual and physical extensions each use somewhat different answering options. You can use Apply to to apply call restriction settings to one, some, or all extensions.

  • Page 319: Forwarding All Calls

    Agent Configuration Forwarding All Calls Call Forwarding is available to all types of extensions. This is the Call Forwarding feature that is also accessible by the extension user by dialing #36. 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.

  • Page 320: Enabling "Do Not Disturb

    Contact your local AltiGen dealer for more information on using this feature.

  • Page 321: Setting Call Waiting Options

    Agent Configuration • Forward to IVR—use the drop-down list to select an IVR to which to route the call. IVR settings are established in IVR … on the Management menu. Setting Call Waiting Options Call waiting options are available only if the Enable Busy Call Handling check box has been selected, and this option is not available to group numbers.

  • Page 322: Configuring One Number Access

    Configuring One Number Access • Forward to IVR—use the drop-down list to select an IVR to which to route the call. IVR settings are established in IVR… on the Management menu. Enabling One Number Access This check box option is available to all extension types, but with qualifications: •...

  • Page 323: Enabling One Number Access

    Agent Configuration To configure ONA, select the extension number from the Agent/ Supervisor/Extension side window list, then click the One Number Access tab. Figure 11. One Number Access window, Agent 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, etc., but only if the extensions are ONA enabled in the Answering window.

  • Page 324: Setting Caller Id Verification

    Configuring One Number Access After choosing any of the enabling options, you set the Verify Caller ID and Forwarding choices, and these are discussed below. Note: You can also enable and set up One Number Access remotely through AltiReach. Disabling One Number Access You can disable ONA for the extension by clicking the Disable option.

  • Page 325: Specifying Forwarding Numbers

    Agent 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 326: Configuring A Monitor List

    Setting Up Monitor Lists Restrictions and Defaults • Monitoring is effective for physical extensions only; only physical extensions can have monitoring rights, and only physical extensions can be monitored. If you place a virtual extension in a Monitor List, that extension will not show in the client user’s Change Monitor window.
  • Page 327 Agent Configuration Figure 12. Monitor List window, Agent Extension 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 328: 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 AltiContact Manager. There are a total of eleven tips and a different tip is played each time the AltiGen Voice Mail System is accessed.

  • Page 329: Huntgroup Configuration

    H A P T E R Huntgroup Configuration What is a Huntgroup? The primary use of a huntgroup is similar to that of workgroups — when the huntgroup extension is dialed, the system hunts for an available member extension to which to route the call. You can use huntgroups for various purposes, for example, in selecting a huntgroup as a System Operator.
  • Page 330 Apply to Button The huntgroup configuration windows often allow you to apply changes to a particular huntgroup or to select many huntgroups to which to apply the changes. Clicking the Apply to button pops up a list of all huntgroups to which the change can apply.

  • Page 331: Setting Up Huntgroups

    Huntgroup Configuration Setting Up Huntgroups The Huntgroup Configuration General window provides for creating huntgroups and establishing their basic attributes. The General window is the default tab displayed when the Huntgroup Configuration window is opened. If you are viewing another Huntgroup Configuration window, click the General tab to open the General window.

  • Page 332: Adding A Huntgroup

    Setting Up Huntgroups Adding a Huntgroup To add a huntgroup, click the Add button in the General window. The Add New Group dialog box opens. Type in a group number for the huntgroup and click OK. Establishing Basic Huntgroup Attributes After you create a huntgroup, you can set other basic attributes in the Huntgroup Configuration General window: To set up Group Information, type in the following:...
  • Page 333 Huntgroup Configuration It is recommended to use the full 10 digit DID number, not just the last few digits. This full number guarantees the system can send the correct number as the Caller ID on PRI lines. With fewer digits, the system sends the trunk’s configured phone number as the Caller ID.

  • Page 334: Establishing Huntgroup Membership

    Establishing Huntgroup Membership Establishing Huntgroup Membership There are two different ways to attach extensions to huntgroups. If you select a huntgroup in the Huntgroup Configuration window, then click the Group Member tab; you open the group view of the Huntgroup window, which provides for adding extensions to the selected huntgroup.

  • Page 335: Adding Extensions To Huntgroups

    Huntgroup Configuration Adding Extensions to Huntgroups To add extensions to a huntgroup, select the huntgroup pilot number in the list of huntgroups in the General window of Huntgroup Configuration, then click the Group Member tab. The huntgroup pilot number appears in the window title bar.

  • Page 336: Assigning Huntgroups To Agent Extensions

    Establishing Huntgroup Membership Assigning Huntgroups to Agent Extensions This is the second of the two ways (see “Establishing Huntgroup Membership” on page 14-6) to assign agent extensions as members of huntgroups. This method—selecting a physical or virtual extension from the Agent Extension General page, and then clicking the Group tab—provides an agent extension view of huntgroups.
  • Page 337 Huntgroup Configuration Adding or Removing Huntgroup Assignments To assign huntgroups to the selected physical or virtual extension: In the Agent Extension view of the Group window, click the huntgroup pilot number(s) in the Not Member list. Click the Add button to move them to the Member list. Note: If the huntgroup pilot extension is configured to Ring All Available Members, the maximum number of members is 20.

  • Page 338: Automatic Log In/Out

    Establishing Huntgroup Membership • If the extension user hangs up and there are callers waiting in an extension or huntgroup queue, the ring is delayed for the number of seconds specified in the Inter Call Delay setting. • If the extension user hangs up, there is no one waiting in a queue and a call comes in within the Inter Call Delay period, the call is put through immediately;...

  • Page 339: Setting Huntgroup Mail Management

    Huntgroup Configuration • All Logout—all group members are not logged back into the group when the system is restarted; members must re-log back into the assigned group. Setting Huntgroup Mail Management The Mail Management settings define how voice messages are handled for a huntgroup, including how messages are announced and processed, and how much capacity is allotted to message storage.

  • Page 340: Disabling A Mailbox

    Setting Huntgroup Mail Management Disabling a Mailbox When you disable a mailbox, the normal greeting is played but callers cannot leave messages. Synchronizing with Exchange Server If your system is set up to synchronize with an Exchange Server, you can select this check box to enable synchronization for voice mails.

  • Page 341: Setting Mailbox Playback Options

    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 342: Setting Message Notification Options

    Huntgroup Configuration General window, then click the Notification tab to open the Notification window. Figure 5. Notification window, Huntgroup Configuration Individual users can also configure Message Notification within the AltiGen Voice Mail System. 14-14 AltiContact Manager Administration Manual...

  • Page 343: Setting The Message Types For Notification

    Huntgroup Configuration Note: You can use Apply to to apply mailbox settings to one, some, or all huntgroups. See “Apply to Button” on page 14-2 for more information on using Apply to. Setting the Message Types for Notification Select the types of messages for which the huntgroup user is notified: •...

  • Page 344: Setting Notification Timing

    Contact your local AltiGen dealer for more information on using this feature. Note: The Reminder Call feature cannot work with this function selected.

  • Page 345: Enabling Message Notification

    Huntgroup Configuration • Non-Business Hours—notification only during non-business hours. Business hours are set in the System Configuration Business Hours window (“Setting Business Hours” on page 5-8). • From/To—notification during a specified time of day. Select the hours in the From and To time scroll boxes •...

  • Page 346: Handling Busy Calls

    Setting Call Handling Options Figure 6. Call Handling window, Huntgroup Configuration Handling Busy Calls You have several options for handling calls while the agent extension in a huntgroup is busy. If you do not enable busy call handling, the caller simply hears a busy signal.

  • Page 347: Forwarding All Calls

    Huntgroup Configuration Forwarding All Calls Call Forwarding is available to huntgroups. This is the Call Forwarding feature that is also accessible by the agent extension user by dialing #36. 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.

  • Page 348: Handling Unanswered Calls

    Contact your local AltiGen dealer for more information on using this feature.

  • Page 349: Setting Huntgroup Handling

    Huntgroup Configuration Enabling RNA Agent Auto Log Out This “Ring No Answer” check box option is available only when Enable No Answer Handling is selected. When a huntgroup agent's extension is rung and there is no answer, that agent’s extension is automatically logged out of the huntgroup.
  • Page 350 Setting Call Handling Options To enable call forwarding, select the Enable Forward to check box, then, using the drop-down list, indicate the forwarding destination. You can use Apply to… to act on multiple extensions, with the restrictions discussed in the previous section. The forwarding options are as follows: •...

  • Page 351: Setting Queue Management Options

    Huntgroup Configuration Setting Queue Management Options In the Queue Management window of Huntgroup Configuration, you can set audio peripheral options—which greetings and updates to use as well as the update interval. For each huntgroup you can either use the system default audio peripheral configuration or you can set up a custom configuration.
  • Page 352 Setting Queue Management Options 14-24 AltiContact Manager Administration Manual...

  • Page 353: Workgroup Configuration

    H A P T E R Workgroup Configuration The primary use of a workgroup is to have specific calls answered by a designated group of extension users—when the workgroup extension is dialed, the system hunts for an available member extension to which to route the call.

  • Page 354: Creating A Workgroup

    The second step is, after you have created a workgroup, use the Group Member window to assign agents to the workgroup(s). Figure 1. General Configuration window, Workgroup Configuration Creating a Workgroup To add a new workgroup, click the Add button in the General window. The Add New Group dialog box opens.
  • Page 355 Workgroup Configuration To set the Personal Information: Type in the User Name, Password, DID, Tenant Group, and optional Description: • First Name and Last Name of the workgroup, each with a maximum of 32 characters. • Password for the workgroup. The default is the system default password set on the Number Plan tab of the System Configuration window.

  • Page 356: Service Level Threshold

    Setting Call Restrictions You can allow or restrict other types of calls by using the following check boxes. You may choose to enable or disable these options—the default is set to enable the first three options. These default settings reduce the risk of international toll fraud.

  • Page 357: Establishing Workgroup Membership

    Workgroup Configuration WARNING! Listening in to or recording a conversation without the consent of one or both parties may be a violation of local, state and federal privacy laws. It is the responsibility of the users of this feature to assure they are in compliance with all applicable laws.
  • Page 358 Establishing Workgroup Membership Figure 2. Group Member window, Workgroup Configuration Adding or Removing Members To add extension(s) to the selected workgroup: In the Group Member window, click the extension number(s) in the Not Member list. Click Add to move them to the Member list. Note: If the workgroup pilot extension is configured to Ring All Available Members, the maximum number of members is 20.

  • Page 359: Automatic Log In/Out

    Workgroup Configuration List to open the Skill Level dialog box. (Skill Levels are defined in “Skill Setting Assignment” on page 15-8.) Figure 3. Skill Level dialog box Click on the desired Skill Level Index, then click OK. To remove extension(s) from a workgroup: Click the extension number(s) in the Member list.

  • Page 360: Skill Setting Assignment

    Skill Setting Assignment Skill Setting Assignment The Skill Setting window in Workgroup Configuration allows the system administrator to define different skill workgroups and then assign different skill levels for agents for incoming calls, which will ring the lowest member agent first, from 1 to 9. Levels 1 to 9 can also be described as proficiency for a skill group for an agent.

  • Page 361: Setting The Mailbox Options

    Workgroup Configuration In the Skill Level Name dialog box, enter the skill name in the Description field, then click OK. Figure 5. Skill Level Name dialog box The Skill Set appears in the main window for that index number. In the Group Member page or Workgroup Configuration, the Skill Level for the workgroup will appear in the last column of the Member List.

  • Page 362: Disabling A Mailbox

    Setting the Mailbox Options To work with mailbox settings, select the workgroup number you want to work with from the Group List, then click the Mail Management tab to open the Mail Management window. Figure 7. Mail Management window, Workgroup Configuration Note: You can use Apply to to apply mailbox settings to one, some, or all workgroup.

  • Page 363: Smtp/Pop3 Setting

    Apply to. Parameter Description 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. AltiContact Manager Administration Manual 15-11...

  • Page 364: Setting Mailbox Capacities

    Setting the Mailbox Options Parameter Description Announce Time Selected, the user hears the timestamp (time Stamp Before and date) of each message before playback. Playback Confirm Callback Selected, system confirms the accuracy of the Number caller’s number. Enable Distinctive Selected, the user hears three different call Call Waiting Tone waiting tone cadences to distinguish between internal, external, and operator calls (see...

  • Page 365: Setting Message Notification Options

    Group List, then click the Notification tab to open the Notification window. Figure 8. Notification window, Agent 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.

  • Page 366: Setting The Type Of Notification

    Contact your local AltiGen dealer for more information on using this feature.

  • Page 367: Setting Notification Timing

    Workgroup Configuration Outcall to Cellular or PCS Phone Numbers When an outcall is made by the system (for One-Number-Access, Mes- sage Notification, Zoomerang, Call Forwarding, etc.) to a cellular or PCS phone, it may ring the phone once but not necessarily present the call and make a connection.

  • Page 368: Setting Call Handling Options

    Setting Call Handling Options Setting Call Handling Options Call Handling options include forwarding, handling busy calls, handling no-answers and other options. You can use Apply to to apply call restriction settings to one, some, or all workgroups. To work with workgroup call handling options, select the workgroup number from the Group List, then click the Call Handling tab to open the Call Handling window.

  • Page 369: Forwarding All Calls

    Workgroup Configuration • Forward to Group Voice Mail • Forward to IVR—use the drop-down list to select an IVR to which to route the call. IVR settings are established in IVR … on the Management menu. Forwarding All Calls Call Forwarding is available for workgroups. This is the Call Forwarding feature that is also accessible by the workgroup extension user by dialing #36.

  • Page 370: Handling Unanswered Calls

    Contact your local AltiGen dealer for more information on using this feature. •...

  • Page 371: Setting Workgroup Handling

    Workgroup Configuration • Forward to IVR—use the drop-down list to select an IVR to which to route the call. IVR settings are established in IVR… on the Management menu. Enable RNA Agent Auto Logout Checkbox Select this option to have the system automatically log out an agent extension from a workgroup if RNA is encountered.

  • Page 372: Group Rna (Ring No Answer) Handling

    Setting Call Handling Options • Ring Average Longest Idle Member—the agent who averages being off the phone the longest. Note: Average Longest Idle is calculated as follows: idle time = login duration - incoming call duration - outgoing call duration login time = total length of time of agent login for the day, reset by midnight task Important: Please note the following issue that may arise from using this...
  • Page 373 Contact your local AltiGen dealer for more information on using this feature. •...

  • Page 374: Queue Management

    Queue Management Queue Management The Queue Management tab in Workgroup Configuration allows you to set options for queue phrases and announcments, queue overflow routing and queue quit options. Figure 10. Queue Management window, Workgroup Configuration Setting Queue Phrase Options For each workgroup, you can either use the system default phrases or you can set up a custom configuration.

  • Page 375: Queue Announcement

    Workgroup Configuration Queue Announcement You can set up the system to announce a caller’s queue status—queue position and average waiting time—when an incoming call enters a workgroup queue. To enable this option, select Enable Announcement, then select Queue Position and/or Average Waiting Time. Note: If enabled, the system will prompt the current queue status when a a new call enters the queue;...

  • Page 376: Queue Quit Option

    Contact your local AltiGen dealer for more information on using this feature. •...

  • Page 377: Operation Notes

    Workgroup Configuration • Callback Interview—the System will record the caller’s Caller ID and will prompt the caller to record a message into the voicemail box of the workgroup. With a third party application, the system can notify workgroup agents of the waiting voicemail. (For more detail on this option, refer to the Callback Interview section below.) Note: This option is only available to external callers.
  • Page 378 Queue Management 15-26 AltiContact Manager Administration Manual...

  • Page 379: Setting Up Ip Extensions

    Intercom (#93) is supported on the Triton Analog extension with AltiTouch+ phones. Intercom is supported on IP extensions as well, provided AltiGen IP Phones are used. An extension user can use the feature code #93 to intercom an IP extension associated with an AltiGen IP Phone.

  • Page 380: Ip Connections And Voice Quality

    Speaker is turned on, and the voice path is connected. If the IP phone is busy, the caller will follow the call busy handling of the AltIGen IP Phones’ configuration.

  • Page 381: Altiadmin

    Setting Up IP Extensions AltiAdmin Ensure that the VoIP settings are configured properly and work. For details on configuring the Triton VoIP board and the IP trunks, refer to “Configuring the Triton VoIP Board” on page 6-7 and “Setting General Trunk Attributes” on page 7-3. Ensure that you can make calls over IP by creating an entry (at least an entry with the IP address of the system) in the IP dialing table and then dialing <IP Trunk access code>...

  • Page 382: Clients

    Location column of the Extension View every time the extension user enables an IP extension. Clients Currently, AltiGen certifies the following IP phone/adapter devices: • AltiGen IP Phone • Quicknet—PhoneJack™ PCI adapter and PhoneCard™ PCMCIA adapter with Internet SwitchBoard™ software •...
  • Page 383 Setting Up IP Extensions • NetMeeting 3.01, which is automatically installed with Windows 2000. Users can check to see if NetMeeting is installed by looking under Programs>Accessories>Communication from the Windows Start button. If not, it is available for download from the Microsoft website at http://www.microsoft.com/windows/netmeeting/download/ default.asp.
  • Page 384 Configuration 16-6 AltiContact Manager Administration Manual...

  • Page 385: Alti-Ip 600 Phone Configuration

    AltiContact Manager supports the Alti-IP 600, AltiGen’s H.323-compliant, business telephone that provides voice communication over an IP network. To configure the Alti-IP 600 phone, select AltiGen IP Phone Configuration on the Management menu. This opens the IP Phone Properties Window where, after setting up an IP extension, you can set the following parameters for the IP extension: Figure 1.
  • Page 386 Note: The lower left soft key is set up as FLASH by default. This key can be re-assigned in ACM Admin, using the AltiGen IP Phone Configuration window. No other soft keys can be configured to FLASH. 17-2 AltiContact Manager Administration Manual...
  • Page 387 Alti-IP 600 Phone Configuration Parameter Description General Allows you to specify the IP address of the AltiContact Manager system the Alti-IP 600 phone is connected to. The version of software associated with AltiContact Manager is automatically displayed in the Version field. To allow the extension user to have password-protected configuration functionality from the phone itself, check the Enable Config Password checkbox and assign a numerical...
  • Page 388 Apply To Button The Apply To button works with the following parameters: General, H.323, TFTP (Server field only; Reset IP Phone and Boot Download options cannot be applied to multiple extensions), and Debug. IP Extension Log In/Log Out The feature codes #26 (Extension Log Out) and #27 (Extension Log In) are available on the Alti-IP 600.

  • Page 389: Application Extension Configuration

    H A P T E R Application Extension Configuration The application extension is an extension intended for use with IVR or outbound applications and requires an SDK Application Session License per concurrent connection. The application extension can be logged in/out with a password by the application but only one application can login at a time.

  • Page 390: Application Extension Setup

    Application Extension Setup Application Extension Setup You can access Application Extension Configuration by clicking the App Ext icon or by selecting Application Ext Configuration... from the Call Center Management menu. Figure 1. Application Extension Configuration window To set up an Application Extension: Note: Before you begin, make sure to have an SDK Application Session License registered and activated for your system.

  • Page 391: Application Failover Plan

    Application Extension Configuration Open the Application Extension Configuration window. Click the Add button and enter the extension number in the Add Application Extension dialog box. and click OK. Figure 2. Add Application Extension dialog box The Application Extension appears in the Application Extension List. Continue adding application extensions as needed.

  • Page 392: Application Information

    Application Extension Setup Application Information Additional information can be described in the App Information fields. If desired, enter the appropriate information in the fields for Application Source, Spec Doc Location, Design Party, Implementation Party, Implementation Date, Revision Number and Revision Date. 18-4 AltiContact Manager Administration Manual...

  • Page 393: System Data Management

    H A P T E R System Data Management 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 AltiContact Manager system; it is not available from a remote ACM Administrator client.

  • Page 394: 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 395: 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 396: 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 19-1, then select the Restore icon to view the Restore Configuration dialog box. Figure 4.

  • Page 397: System Report Management

    H A P T E R System Report Management AltiContact Manager 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 398: System Log

    System Log The system configuration summary data includes basic attributes on extensions, groups and group members (click a group to display the group’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 399: Ip Cumulative Traffic Statistics

    System Report Management Click Display Archived Log / Display Current Log to toggle the view between the current and the most recently cleared system log. 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.

  • Page 400: Resetting Cumulative Statistics

    IP Cumulative Traffic Statistics Parameter Description Bytes Received Displays the total size (in bytes) of all voice packets received from other AltiContact Manager systems over the public or private IP network. Packets Lost Displays the number of voice packets that have been lost due to prolonged delays, network congestion, or routing failure.

  • Page 401: Data And Internet Integration

    H A P T E R Data and Internet Integration This section describes how to integrate the system with the Internet and data communications. It will cover the following areas: • Email • Mail forwarding • Exchange integration • AltiReach Setup Network Protocol and Addressing The system integrates telephony functions with the LAN and Internet to provide a state-of-the art communication facility with local and remote...

  • Page 402: Network Address

    = third level domain earth = fourth level domain @ = at jsmith = user name Or it might be as simple (and short) as: altigen.com com = first level domain name altigen = second level domain name 21-2 AltiContact Manager Administration Manual...
  • Page 403 Data and Internet Integration 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 404: Setting Up Email Service

    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 405 Data and Internet Integration • Obtain the Subnet Mask. You will need to enter this address later in the TCP/IP configuration setup for both the server and client stations. Step 2: Setup the Router Install the router on the LAN. The router is the gateway to another LAN or to the Internet.
  • Page 406 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 407 Your AltiContact Manager Host Name (host name of the server or server name)—your AltiContact Manager Server 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.
  • Page 408 Messaging 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 409 Data and Internet Integration • Select Allow Inbound Internet Mail if AltiWare 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 AltiContact Manager to receive inbound Internet mail, you should leave this box unchecked.

  • Page 410: 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 411 • The AltiContact Manager system and the Exchange server system must belong to the same NT domain. • AltiGen Services should be started with the user account <Domainname>\AltiGen_<AltiContactManagerSystemName>. For example, ALTICHINA\AltiGen_TELESYSTEM. To check the Windows NT version: Click the Start button, select Run, and type winver in the Run dialog box.
  • Page 412 Select AltiGen Switching Service COM Server from the control panel of AltiContact Manager. 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 413 • Repeat the previous step, but this time, check the Log On As account for AltiGen Exchange Integration Service COM Server. Exchange Server Prerequisites • Exchange Server 5.5 with Service Pack 3 •...
  • Page 414 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 415 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_<AltiContactManagerSystemName>...

  • Page 416: Microsoft Exchange Administrator Configuration

    AltiGen has an account in the same domain as the Exchange Server or a trusted domain. Give Service Account Admin rights to AltiContact Manager service account in the Exchange server. (See Note 3 on page 21-26.)
  • Page 417 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 418 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 419 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 420 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. Select Services… on the Tools menu to open the Services dialog box.
  • Page 421 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 422 This completes setting up AltiContact Manager 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. a.
  • Page 423 Data and Internet Integration 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 ACM Administrator.
  • Page 424 Enable the Exchange Integration feature in ACM Administrator In ACM Administrator, select Voice Mail 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, Voice Mail Configuration Enter the name of the Exchange Server (e.g.
  • Page 425 If any of these tests fail, consult the “Troubleshooting Tips” section. Troubleshooting Tips To check profiles: Log on to the AltiContact Manager system as the AltiGen service account (e.g. AltiGen_telesystem). Select the Mail Icon from the Control Panel. AltiContact Manager Administration Manual...
  • Page 426 • 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 voice mails you have on the AltiGen server, the initial mailbox synchronization may take a long time.
  • Page 427 When checking the profiles using the mail icon in the control panel of AltiContact Manager, 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 428 To check the Windows NT version: Click the Start button, select Run, and type winver in the Run dialog box. This opens an About Windows dialog box that displays the version of Windows 2000 running on your system. It should say: Version 4.0 (Build 1381: Service Pack 6)….Revised Service Pack 6a If you have an older version of NT, upgrade to the latest version.
  • Page 429 Administrative Tools Services. A Windows Services dialog box will be shown, as in this example. Figure 20. Windows Services window Double-click AltiGen Switching Service COM Server to launch its Properties dialog. Figure 21. Service Properties dialog box AltiContact Manager Administration Manual...
  • Page 430 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 AltiContact Manager while logged in as a domain administrator with local administrator privileges. Exchange Server Prerequisites •...
  • Page 431 Data and Internet Integration type , then press Enter. You should get the proper ping ALTIWARE4_1 reply. 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.
  • Page 432 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 433 Data and Internet Integration 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 434: Exchange On Windows 2000

    Installing Outlook 2000 Client on the AltiWare System (Same as settings for Exchange Server for Windows NT 4.0 Integration, follow steps under “Installing Outlook 2000 Client on the AltiContact Manager System” on page 21-17.) Enabling the Exchange Server (Same as settings for Exchange Server for Windows NT 4.0 Integration; follow steps under “Enabling the Exchange Server”...
  • Page 435 Data and Internet Integration 1. Run Program> Exchange> System Manager>Server 2. Right-click on the name of Exchange Server to integrate. AltiContact Manager Administration Manual 21-35...

  • Page 436: About Altireach Configuration

    3. Go to Properties > Security > Add > name of AltiGen Server linked up. In AltiContact Manager, enable the “Exchange Message Synchronization” check box in the Mailbox Setting of the user in Extension Configuration. Then, enable the “Synchronize With Exchange Server”...
  • Page 437 Data and Internet Integration 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 AltiContact Manager is installed).
  • Page 438 21-38 AltiContact Manager Administration Manual...

  • Page 439: Altiweb

    H A P T E R AltiWeb AltiContact Manager integrates VoIP, IVR, 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 440: Installing Altiweb

    Installing AltiWeb Installing AltiWeb Make sure AltiContact Manager has been installed on the AltiContact Manager 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 AltiContact Manager is running.
  • Page 441 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 442 Installing AltiWeb • contactaltigen.htm—Customer Information page for use without • customerid.htm—Page where caller enters customer ID • directory.htm—Template for creating an in-house AltiWeb directory (for internal use only) • IVR_top.htm—Frameset for top.htm and IVRApplet.htm • IVRApplet.htm—Sends connected information to the main AltiWeb applet •...
  • Page 443 AltiWeb The IVR data comes from the IVR/Collect Digit action. The Form Data come from the <form name=infoForm> fields in the source code of Contact.htm or Contactaltigen.htm The URL History shows all URL paths to tagged html pages the caller visited prior to the call.
  • Page 444 Installing 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. Figure 5. Contactaltigen.htm page 22-6 AltiContact Manager Administration Manual...
  • Page 445 AltiWeb window to display a DialPad the caller can use to dial any extension. For details, refer to “Customizing Contactaltigen.htm” on page 22-8. Once NetMeeting successfully connects to an AltiGen VoIP port, the web caller is routed to the proper extension. AltiContact Manager Administration Manual...
  • Page 446 Installing AltiWeb 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. For procedures, refer to the section on “Viewing, Sharing, or Pushing Data”...
  • Page 447 AltiWeb To alter form data: Using Notepad or another html editor, modify Contactaltigen.htm source code as follows: Change the ServerIP. Set the value of the ServerIP to the IP address of the server on which AltiContact Manager resides. <input type="hidden" name="ServerIP" value="206.111.153.203"> Set DialPad visibility.
  • Page 448 Installing 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. Figure 8. Contact.htm page 22-10 AltiContact Manager Administration Manual...
  • Page 449 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 450 Installing AltiWeb 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 451 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 452 Installing AltiWeb To alter form data: Using Notepad or another html editor, modify Contact.htm source code as follows: Change the ServerIP. Set the value of the ServerIP to the IP address of the server on which AltiWare resides. <input type="hidden" name="ServerIP" value="206.111.153.203"> Set DialPad visibility.
  • Page 453 AltiWeb Configuring IVR for Scenario 2 Scenario 2 demonstrates how to use IVR 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 454: Configuring Ivr

    Installing AltiWeb Configuring IVR Note: For detailed instructions, refer to “IVR Configuration” on page 11- Run IVR. Select 0-expand tree. Figure 14. "0 - expand tree" window Make the following entries, then click Apply. • Type an Item Name, if desired. •...
  • Page 455 AltiWeb 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 456 Installing 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 457: Troubleshooting

    AltiWeb 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. Troubleshooting If a web caller cannot connect and an error message displays, the cause may be one of the following: Error Message...

  • Page 458: Uninstalling Altiweb

    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 459 AltiWeb To receive updates from the Symantec LiveUpdate web site Click on File menu and choose schedule updates Check enable scheduled automatic updates and click Schedule button Set it for Daily at 8:00 PM To receive updates on the fly, Click on File menu and choose LiveUpdate and get the latest virus definition.
  • Page 460 AltiWeb Security Check Exclude selected files and folders and click Exclusions button Enable Check file for exclusion before scanning and click Files/ Folders button Find and check Altiserv and Postoffice folders and click OK Schedule Daily Full Scan on all drives Choose Edit menu and New Scheduled Scan Edit the job name, ex, Daily Full Scan.

  • Page 461: 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 AltiContact Manager installation. An example of such an application would be Microsoft Outlook.

  • Page 462: Installing Tapi Services

    Installing TAPI Services • 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 AltiContact Manager system. The TAPI Service Provider will automatically load the AltiContact Manager configuration.

  • Page 463: 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 464 Changing TAPI Configuration Parameters 23-4 AltiContact Manager Administration Manual...

  • Page 465: Tools

    Tools H A P T E R Tools AltiContact Manager comes with the following tools for testing, diagnosing and configuring your system: • Work/Hunt Group Converter • Configuration Reader • Extension Checker • MVIP Test Tool • AltiDBReader • DINA Manager Work/Hunt Group Converter AltiContact Manager’s Work/Hunt Group Converter allows customers to convert workgroups to huntgroups or huntgroups to workgroups.
  • Page 466 Work/Hunt Group Converter Figure 1. Work/Hunt Group Converter The number of available agent licenses are displayed in the top right window. Workgroups and huntgroups are listed in the left window, member agents and non-agents are listed in the right window. The Work/Hunt Group Converter can be used to convert: •...

  • Page 467: Configuration Reader

    Configuration Reader is a tool that creates a subdirectory in \altiserv\EXE\AltiWareHtml\ of html files showing details of your AltiContact Manager 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 468: Extension Checker

    Extension Checker Extension Checker Extension Checker is a tool checks the security status of every extension in your AltiContact Manager system. Generally, an extension is considered secure if its password meets the following conditions: • contains 4-8 digits • different from extension •...
  • Page 469 Tools To use Extension Checker: Launch Extension Checker from AltiWare>AltiWare Tools on the Windows Start button. Select the security characteristics you want to check in the Show field group, described below. Figure 2. Extension Checker Status Description Secure Pwd + Internal Has secure password and cannot make outbound Only trunk calls...

  • Page 470: 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 471: Altidbreader

    Tools If the MVIP Test encounters an error, click Yes or No to view the error report. At the end of the test, the utility will provide pass or fail results. AltiDBReader AltiDBReader is a tool that allows you to view and export historical CDR data and Workgroup Statistics.
  • Page 472 AltiDBReader For CDR 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 • Type - specifies the call type to search: All Calls, Answered Calls &...
  • Page 473 Tools • Acct Code - to further specify the search this search field, you may add matching digits in the empty field and set to an exact, like or pat (pattern) match. • Primary Sort - specifies the first sorting category the search results will be put into;...
  • Page 474 AltiDBReader The search results appear in the fields on the right side of the main window. 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.

  • Page 475: Dina Manager

    Tools DINA Manager DINA Manager is GUI-based tool designed to help a customer configure several distributed AltiContact systems synchronously to work as just one AltiContact Manager system. The tool can be run on any server, local or remote to an AltiContact Manager system, which has a connection for access to all the servers that are desired to be managed.
  • Page 476 DINA Manager 24-12 AltiContact Manager Administration Manual...

  • Page 477: Basic Call Router & Call Router Advanced

    Run Call Router, select the Basic Call Router and click Next. Setup will confirm the destination for the Call Router 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 478 Basic Call Router To Configure/Run Basic Call Router: Launch Call Router from Start>Programs. Select Operation>Preference. In the Preference window, enter the Server Name and Default Virtual Extension that Call Router will connect to, then click OK. Click Start to run Basic Call Router. Then, enter the default virtual extension password.
  • Page 479 Basic Call Router & Call Router Advanced Basic Call Router 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 480 Basic Call Router Creating Customer Records To create a customer record: 1. Select Customer Record from the Operation menu. (If Customer Record field is grayed out, stop Call Router.) 2. Click the Add button to open a new customer record or Modify to modify an existing record in the Record List window.
  • Page 481 Basic Call Router & Call Router Advanced 4. Select a Target action for Call Router 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 482 Basic Call Router • User Data (gathered from a response to an IVR prompt or another AltiLink Plus application) • Push URL (AltiWeb only) • the number of prompt to play to the callee 6. Enter a name for this record. 7.
  • Page 483 Basic Call Router & Call Router Advanced Call Route Request Data The “Call Router Request” message sent by AltiContact Manager to Call Router contains data about the incoming call, which Call Router 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 484 Basic Call Router Note: If no match is found between the Call Route Request Data and the routing rules, the call is routed according to the business rules that check monitored workgroups for the longest available agent, maximum service level, and minimum expected delay. Clearing Basic Call Router History Data To clear data from the Call Router History window: 1.

  • Page 485: Call Router Advanced

    Basic Call Router & Call Router Advanced 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. Enter the workgroup extension as the WorkGroup ID and Password, and enter the virtual extension’s password.
  • Page 486 20 digit license key for Call Router Advanced in the field and click Next. Setup will confirm the destination for the Call Router 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 487 Basic Call Router & Call Router Advanced To disconnect from this server, click the Disconnect button. Select Operation>Logon Info. In the Logon Info window, enter the Server Name and Default Virtual Extension and Password, that Call Router Advanced will connect to, then click OK. (Optional) Check Auto Start Service to have Call Router start routing calls automatically, after the system restarts or after Call Router service has been stopped and restarted.
  • Page 488 Call Router Advanced Call Router Advanced Route Rules To create route rules that will be used to route calls, select Operation>Route Rule to open the Route Rule List window. This window also allows you to view existing route rules, and modify/delete route rules.
  • Page 489 Basic Call Router & Call Router Advanced • The Default Routing button opens a Default Routing Rule dialog box, where you can specify the action for Call Router to take if no match is found in the rules or in the database. Default Routing Action options: No Action, Goto Top Level, Goto Menu Item, Repeat Current Level, Call to Extension/Workgroup, Call to Operator, Dial by Name, Collect Extension, Directory...
  • Page 490 Call Router Advanced 3. Enter or modify the Rule Name in this field. 4. Select the data to match against routing rules. • If Callee Info contains - lets you select Call Route Request data to match against the customer record. a) Select “Match one”...
  • Page 491 Basic Call Router & Call Router Advanced For example, if you specify Call ID Data “510252*,” this will match all Caller IDs 510-252-xxxx. If you specify Call ID Data “510252????,” this will match all Caller IDs 510 252-xxxx. To specify data from an existing database, right-click the item, select From user database, and enter information in the DataSource dialog box.
  • Page 492 Call Router Advanced • Tag name - for example, “password” (gathered from a response to an IVR 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 IVR prompt or another AltiLink Plus application) Note: Play WG Queue Status - if you select “Play WG Queue...
  • Page 493 Basic Call Router & Call Router Advanced Call Route Request Data The “Call Router Request” message sent by AltiContact Manager to Call Router contains data about the incoming call, which Call Router 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 494 Call Router Advanced Note: If no match is found between the Call Route Request Data and the routing rules, the call is routed according to the business rules that check monitored workgroups for the longest available agent, maximum service level, and minimum expected delay. Show Workgroup Status To view real-time data on incoming trunks to workgroup, select Show Workgroup Status from the View menu.
  • Page 495 Basic Call Router & Call Router Advanced Enter the workgroup extension as the WorkGroup ID and password, and enter the virtual extension’s password. In the field for Default Wait Time in Queue, type in the desired minutes. (By default, the Extension ID field is grayed out.) •...

  • Page 496: Additional Call Router Advanced Features

    Clearing Call Router Advanced History Data To clear data from the Call Router History window: 1. Go to the directory “Program Files/AltiGen/Call Router” where Call Router.exe resides, locate the Call Router.csv file. 2. Open Call Router.csv and delete all contents.
  • Page 497 Basic Call Router & Call Router Advanced To open the Datasource dialog box, right-click on a data Item you want to specify using information from an existing database. Select From user database: To build and SQL query: 1. Enter User Name and Password information for the database. 2.
  • Page 498 Call Router Advanced Replace the “No Action” level with “Call – to Ext./Workgroup,” and enter the workgroup extension number. For further information on configuring IVR, see “IVR Configuration” on page 11-1 and the AltiAPI Programmer Guide. If your organization has multiple workgroups and you want queue announcement for several or all of them, you must create separate rules for each, with workgroup extension information pertinent to each workgroup.
  • Page 499 Basic Call Router & Call Router Advanced In ACM Administrator, you configure the IVR to which Call Router is assigned as shown below. (The example uses IVR 2.) Note that you must enter a different Item Name for each level. AltiContact Manager Administration Manual 25-23...
  • Page 500 Call Router Advanced For Sales, you create a rule as shown below. 25-24 AltiContact Manager Administration Manual...
  • Page 501 Basic Call Router & Call Router Advanced Similarly, for Support, you create a rule as shown below. AltiContact Manager Administration Manual 25-25...
  • Page 502 Call Router Advanced 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 “IVR Sales Queue Announcement” rule: 25-26 AltiContact Manager Administration Manual...
  • Page 503 Basic Call Router & Call Router Advanced 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 “IVR Sales Queue Announcement” rule: The Monitor window shows that Call Router is logged on to both workgroups.

  • Page 504: Testing Call Router

    Testing Call Router Testing Call Router To test the performance of Call Router, you can access a test tool from the Call Router main menu. Call Router must be stopped in order to run the test. To test Call Router: With Call Router function stopped, go to Test in the Tool drop-down list of the Call Router main menu for the Test dialog box.
  • Page 505 Basic Call Router & Call Router Advanced The total calls processed and average time per call will be updated in real-time during the test. The user will know how many calls were processed and the average response time per call at that time. After the test has finished, the title of the Test dialog box will be shown as “Test(Stopped).”...

  • Page 506: Testing Sql Server Database

    Testing Call Router The Total calls that Call Router processed and Average response time per call of this test will be shown in the Result fields. Testing SQL Server Database To test SQL server database access performance of Call Router: Add a database for the SQL server.
  • Page 507 Basic Call Router & Call Router Advanced Add a data source to “ODBC” configuration in Windows. The “TestSQL” is the newly added data source. This data source is connect to the SQL server’s “calldb” database. AltiContact Manager Administration Manual 25-31...
  • Page 508 Testing Call Router In Call Router, add a rule to access database. The user can change the rule configuration to fit his own conditions. During the test, Call Router will use this rule to match the DDR request. When using this rule, Call Router will access the SQL server to execute the SQL query.

  • Page 509: 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 510: 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 number, ULONG usually 9 digits or larger, assigned by AltiWare to a call InternalCall Internal or external call...
  • Page 511 Call Accounting Report Formats Table 1: CDR Call Format Database Definition Type Specification Element CallerPad Line’s physical address for an UCHAR E.g. “0004”, where incoming call “00”=slot, “04”=channel Always “-1-1” for WG or virtual extension CallerNum Caller phone number of an UCHAR incoming call (extension (41)
  • Page 512 Table 1: CDR Call Format Database Definition Type Specification Element OutGoingW Workgroup number for an UCHAR outgoing call, as set in AltiAdmin or by agent at logon DNIS DNIS number for incoming UCHAR call (33) Tenant Tenant name for trunk UCHAR (31) AccountCod...
  • Page 513 Call Accounting Report Formats Table 1: CDR Call Format Database Definition Type Specification Element ExitState State when call is terminated ULONG (see boxed inset) Specification [documented (HEX)] - [data output (Decimal)] - [exit state definition] “0x0001” - 1 - Auto Attendant “0x0002”...
  • Page 514 Table 1: CDR Call Format Database Definition Type Specification Element UserData Agent input UCHAR (255) CallEnd For indication of the last UCHAR record of a call LocalStartTi Outgoing call: Timestamp String yyyymmddhhmmss when caller receives ringback, busy or connect signal Incoming call: Timestamp when AA picks up LocalEndTi...
  • Page 515 Call Accounting Report Formats Database Definition Type Specification Element ExitState State when call is terminated ULONG (see boxed inset) Specification [documented (HEX)] - [data output (Decimal)] - [exit state definition] “0x0007” - 7 - Logon “0x0008” - 8- Logoff “0x0018” - 24 - Ready “0x0019”...
  • Page 516 Database Definition Type Specification Element ExitState State when call is terminated ULONG (see boxed inset) Specification [documented (HEX)] - [data output (Decimal)] - [exit state definition] “0x0020” - 1 - Wrap up LocalStartTi Timestamp when wrap up String yyyymmddhhmmss starts LocalEndTi Timestamp when wrap up String...

  • Page 517: Rtm Data Schema

    Call Accounting Report Formats RTM Data Schema Table 4: RTM Data Format Database Definition Type Specification/ Element * CDR Client Field Workgroup Data NodeID Server ID (System ID) assigned ULONG value: 1–100 to an AltiServ system in AltiAdmin Date Day information ULONG * Time value Time...
  • Page 518 RTM Data Schema Table 4: RTM Data Format Database Definition Type Specification/ Element * CDR Client Field InCallDurati Duration of incoming calls ULONG * Calls Answered (NumInCall), starting from the Duration time an agent answers a call until the call is disconnected or transferred out of the WG NumOutCall All outgoing trunk and station-...
  • Page 519 Call Accounting Report Formats Table 4: RTM Data Format Database Definition Type Specification/ Element * CDR Client Field ServiceLevel Service Level number of calls in queue - X / # of calls in queue X = number of calls in queue exceeding threshold *ServiceLevel is not an accumulated...
  • Page 520 RTM Data Schema Table 4: RTM Data Format Database Definition Type Specification/ Element * CDR Client Field OutCallDurat Duration of outgoing calls ULONG * Outgoing Calls (NumOutCall); from the time Duration the call enters “Connected” state until disconnect NumWrapUp Number of times agent entered short * Wrapup Wrapup, where Wrapup lasts...
  • Page 521 Call Accounting Report Formats Table 4: RTM Data Format Database Definition Type Specification/ Element * CDR Client Field extHoldDurat Total duration of non- ULONG workgroup hold count NumNotRead Number of not ready, not short including wrap up NotReadyDur Total duration of the not ready ULONG ation period...
  • Page 522 RTM Data Schema Table 4: RTM Data Format Database Definition Type Specification/ Element * CDR Client Field InCallDurati Duration of incoming calls ULONG * Calls Answered (NumInCall), starting from the Duration time the agent answers a call until the call is disconnected or transferred out of the WG NumOutCall All outgoing trunk and station-...

  • Page 523: Smdr Reporting Format

    Call Accounting Report Formats 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. The SMDR format and sample entries for the specification are described below. In AltiWare’s reports, internal extension-to-extension calls are not logged;...

  • Page 524: Extension Calls Out Format

    SMDR Reporting Format Extension Calls Out Format: 09/01 08:12P 00:00:33 109 2526352 0411 12345678 (Start, Length) Field Format Notes (0, 1) space (1, 5) date mm/dd (6, 1) space (7, 6) start time hh:mmP P = pm, A = am (13, 1) space (14, 8)

  • Page 525: From Trunk B

    Call Accounting Report Formats Calls Initiated by Extension A (Column A) VM make call to Trk Y 1/18 05:58P 00:00:15 100 3210002 0001 ### to Ext B (WG B, 11/18 05:59P 00:00:23 111 3210002 0100 Virtual B) and VM make call Ext B S-transfer to Trk 11/18 06:00P 00:00:22 111...
  • Page 526 SMDR Reporting Format Calls Initiated by Trunk X to Extension B (Column B) Ext B ONA to Trk Y 11/18 06:15P 00:00:12 0100 3210001 11/18 06:16P 00:00:00 0100 3210001 VM make call to Trk Y 11/18 06:18P 00:00:29 100 3210001 11/18 06:18P 00:00:58 0100 3210001 ### to Ext B (WG B, Vir-...

  • Page 527: Ppendix

    P P E N D I X E1 R2 CAS Installation This appendix describes the configuration procedures necessary to implement E1 R2 digital signaling for European, Pacific Rim, and other emerging markets. Please carefully follow the procudures step by step Step 1: Physical Layer In the Triton E1Configuration window, check the properties of the E1 trunk and consult your CO for the proper settings for the following fields:...
  • Page 528 CD Bits Handling is selected to "CD = 01". If all configurations are correct, the status of trunk line should be shown as “OK.” Step 2: Data Link Layer In the T1/E1 Configuration window, the Span type selection should be E1 CAS.
  • Page 529 E1 R2 CAS Installation Step 3: Signaling Layer Depending on your country and it’s corresponding trunk property, in the Triton E1 Trunk Configuration dialog box, configure the following fields: • Set Calling Party Category to - the Calling Party Category indicates the type of calling party, (e.g.
  • Page 530 Table 1: Foreign Countries/Signaling Values Country Signaling Values Chile/Nacional MFC- Set calling part category: 1 [Assume no caller ID provided]: Incoming sequence: DID/DNIS In-call signaling (depend on how many DID digits): For 3-digit DID, set to (113)6 For 4-digit DID, set to (1113)6 For 5-digit DID, set to (11113)6 For 6-digit DID, set to (111113)6 For 7-digit DID, set to (1111113)6...
  • Page 531 E1 R2 CAS Installation Table 1: Foreign Countries/Signaling Values Country Signaling Values China MFC-R2 Set calling part category: 3 [Assume no caller ID provided]: Incoming sequence: DID/DNIS In-call signaling (depend on how many DID digits): For 3-digit DID, set to (113)1 For 4-digit DID, set to (1113)1 For 5-digit DID, set to (11113)1 For 6-digit DID, set to (111113)1...
  • Page 532 Table 1: Foreign Countries/Signaling Values Country Signaling Values Ecuador MFC-R2 Set calling part category: 1 [Assume no caller ID provided]: Incoming sequence: DID/DNIS In-call signaling (depend on how many DID digits): For 3-digit DID, set to (113)6 For 4-digit DID, set to (1113)6 For 5-digit DID, set to (11113)6 For 6-digit DID, set to (111113)6 For 7-digit DID, set to (1111113)6...
  • Page 533 E1 R2 CAS Installation Table 1: Foreign Countries/Signaling Values Country Signaling Values Mexico / Teléfonos de Set calling part category: 2 Mexico [Assume no caller ID provided] : Incoming sequence: DID/DNIS In-call signaling (depend on how many DID digits): For 3-digit DID, set to (113)1 For 4-digit DID, set to (1113)1 For 5-digit DID, set to (11113)1 For 6-digit DID, set to (111113)1...
  • Page 534 Table 1: Foreign Countries/Signaling Values Country Signaling Values Venezuela / Nacional Set calling part category: 1 MFC-R2 [Assume no caller ID provided]: Incoming sequence: DID/DNIS In-call signaling (depend on how many DID digits): For 3-digit DID, set to (113)6 For 4-digit DID, set to (1113)6 For 5-digit DID, set to (11113)6 For 6-digit DID, set to (111113)6 For 7-digit DID, set to (1111113)6...

  • Page 535: Ppendix

    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. Outside AltiGen business hours, only emergency calls will be returned within eight (8) hours. All other calls are returned on the next business day.

  • Page 536: Repair And Replacement

    All repaired units remain under the Warranty period of the original product. Advance Replacement products are provided on an exchange basis; the products sent to AltiGen become the property of AltiGen, and AltiGen provides the sender with a new product OR a repaired product that is functionally equivalent to new.
  • Page 537 If there is no response and or, no directions are provided to AltiGen within 5 days, the credit card will be charged 100% of the product’s then current list price, if applicable.

  • Page 538: Standard Product Warranty

    No Trouble Found (NTF). Product Returns You are provided 30 days, from AltiGen ship date, to return the inoperable product. If the product is not returned within 30 days, the credit card provided, will be charged 100% of the product(s) current list price.
  • Page 539 Component parts, literature and documentation(s) missing from the Advance Replacement return will be charged to the credit card provided. You are provided 30 days form Altigen ship date to return the inoperable unit. If not returned in 30 days, you will be charged 100% of the unit’s current list price.
  • Page 540 AltiGen’s sole discretion are, beyond economical repair, will either be returned to the user or scrapped by AltiGen at the user’s option. AltiGen will notify the sender and request instruction for disposition. Test and freight charges may apply. Any unit returned for repair without a valid AltiGen serial number will be considered as Out of Warranty.
  • Page 541 Product Repair Services & Technical Support 6. Hardware Limitations Products, which are not manufactured by AltiGen, may not be returned to AltiGen, and should be returned directly to the original manufacturer for repair. AltiGen will not be responsible or guarantee the safekeeping of any third party equipment deliveries. Altigen will not coordinate the repairs or the forwarding of any such equipment to other vendors.

  • Page 542: Rma Form

    RMA Form RMA Form One article per RMA Issued initiating any repair level service. To initiate a repair order, contact AltiGen Communications’s Technical Support Department at (510) 252-9712 between 8:00 AM and 5:00 PM (PST) or e-mail support@altigen.com. The following information must be provided at the time of your request.
  • Page 543 Product Repair Services & Technical Support BILL TO INFORMATION Company Name:_______________________________________________________________________ Attn:________________________________________________________________________________ Address:_____________________________________________________________________________ City/State/ZIP Code:____________________________________________________________________ Phone Number:________________________________________________________________________ SHIPMENT METHOD: STANDARD EXPRESS WARRANY STATUS: UNDER WARRANTY WARRANTY EXPIRED PRODUCT INFORMATION: Product Part Number:___________________________________________________________________ Serial Number:________________________________________________________________________ Chassis Model/Mfg:____________________________________________________________________ AltiOffice BTOS #:__________________________Operating System:____________________________ Number of Boards in System:_____________________________________________________________ Complete Description of Problem: (including steps taken to isolate the problem to the particular product, MVIP test results, affected port...
  • Page 544 RMA Form B-10 AltiContact Manager Administration Manual...

  • Page 545: Glossary

    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 546 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 547 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 548 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 549 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 550 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 551 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 552 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 553 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 554 - 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 555 - 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 556 G-12 AltiContact Manager Administration Manual...
  • Page 557 4-10 phone numbers 1-ii access code 7-3 AltiGen Communications, Inc. account code 1-6 address 1-ii ACD 1-24 Altigen External CDR 5-20, 5-21 call handling 15-19 AltiGen Switching Service 3-18 ACM Administrator 1-22 Alti-IP 600 1-26 installation 3-45 phone configuation 17-1...
  • Page 558 Index AltiWeb.cab 22-4 files 19-2 AltiWeb.htm 22-4, 22-7, 22-11 backup 3-2 AltiWeb.js 22-4 database 3-47 AM schedule 5-9 system data 19-1 AMI (Alternate Mark bandwidth Inversion) 6-20 WAN 9-8 analog G-1 Basic CallRouter 1-26, 25-1 Analog board 6-4 Bell 6-20 announce agent 15-20 binary 8 zero substitution announcement...
  • Page 559 Index call detail reporting 1-20, A-1–A-17 routing 12-5 call forwarding 1-6 signal format 13-11 from voice mail 1-16 T1 1-21 call handling 13-28, 13-30, 14-17, caller ID receive, on trunk 7-7 15-16 caller ID routing 1-7, 12-1, 12-5 for workgroups 15-16 CallRouter huntgroup 14-17 Advanced 25-1...
  • Page 560 Index configuration 13-26 CSU/DSU Requirements 6-13, 6-15 agent 13-1 CT-Bus Clock Configuration 5-26 apply to feature 1-19 CT-bus Test Tool 1-25 audio peripheral 5-27 cumulative IP traffic statistics 20-3 firewall 9-9 current traffic statistics huntgroup 14-1 refresh interval 4-10 IP dialing table 9-1 custom app 13-24, 13-30, 14-16, IP extension 13-8 14-20, 15-14, 15-18, 15-21, 15-24...
  • Page 561 Index name directory 1-15 en-bloc trunks directory name announcement 1-8 reducing dialing delay for 10-9 directory structure 22-3 error messages 22-7, 22-11, 22-19 directory, verifying location 22-3 ESF (Extended Superframe directory.htm 22-4 Format) 6-20 distinctive call waiting 1-8, 13-21, establishing basic huntgroup 14-13, 15-12 attributes 14-4 distinctive ringing 1-8, 5-3...
  • Page 562 Index greeting prompts 5-30 ground start 7-7, G-5 failover routing 1-15, 11-9 grounding 2-3 faststart enable 7-14 group FCC statement 3-xv setup 13-15 feature access 5-6 group RNA handling 14-21 feature tips 1-8 GTE 6-20 enabling/disabling 13-38 features AltiServ 1-22, 1-24 file H.323 1-22, 9-9 server G-4...
  • Page 563 Index IP dialing table 9-1, 9-26 IP extension 13-8 icons, toolbar 4-4, 4-10 IP extensions 1-23, 13-1 images subdirectory 22-3 IP Phone Service 1-23 impedance 7-7, G-5 IP trunk incoming call handling 7-20 access code 9-25 incoming ring type 7-7 appearance 6-11 information only mailbox 1-16, configuration 9-25...
  • Page 564 Index average statistic 20-4 difficulty 6-10 buffer 1-23 making calls Jitter Buffer 9-8 from AltiMail 1-16 jitter buffer 7-14, 7-15 from voice mail 13-27, 14-5, 15-4 management menu audio peripheral keys, CDR data elements A-1–A-17 configuration 5-27 Manager Extension 5-3 managing messages 8-3 liability 3-xv...
  • Page 565 Index mounting panel G-6 protocol moving system 3-47 POP3 21-2 multilink 9-9 SMTP 21-2 multiple call waiting 1-9, 13-31 new installations multiple data message format AltiWare OE 3-11 (MDMF) 7-9, 13-11, 13-12 no answer handling 13-31, 14-20, multiple workgroup 15-18 membership 1-12 node ID A-2, A-9, A-11, A-13 music on hold 1-9...
  • Page 566 Index phrases recorded 11-11 physical and IP extensions Packets Lost 4-10 licenses 3-29 Packets Received 4-10 physical extension 13-1, G-8 Packets Sent 4-10 pilot number G-8 pager notification 13-24, 14-15, ping 6-10 15-14 platform paging 1-10, 5-30, 7-4 selection 2-1 Party1PAD A-9 selection guidelines 2-12 password 3-46, 4-1...
  • Page 567 Index POP3 21-2, G-8 registration SMTP 21-2 manual online 3-8 TCP/IP 21-1, 21-5 registration methods 3-8 TCP/IP configuration 21-5 reminder calls 1-17 transport protocol 21-1 remote PSTN 9-25 call forwarding 1-6 push web URL 11-7 remote locations 9-4 remote systems 3-45 report cumulative IP traffic quality of service (QoS) 9-8...
  • Page 568 Index route access, number plan 5-6 business hours 5-8 route definition 10-1 email 21-4 router 9-9 groups 13-15 routing huntgroup mail caller ID 12-5 management 14-11 DNIS 12-3 huntgroup membership 14-6 RTM External Logger 1-20 huntgroups 14-3 RTP & RTCP 6-10 LAN email 21-4 RTP/RTCP server side 21-4...
  • Page 569 Index split area codes 1-21 system requirements 2-1, 22-1 SQL 5-19 SQL queries 25-20 station speed dialing 13-17 statistics 6-10 caller ID 1-21 IP traffic 4-9 channel assignment 6-13 status bar 4-10 DID 1-21 Stop Switching Service 4-11 equipment information 6-12 stop/start service parameters 6-12 AltiWare services 4-11...
  • Page 570 Index Call Router 25-28 trunk Third party applications 3-3 access code 7-3 tie trunk 7-5 attributes 7-5 tie trunks 5-14 Centrex 7-5 toll call prefix 5-25 configuration toll call prefixes 5-25 apply to multiple trunks 1-19 toll prefix 5-26 dialing scheme 7-5 toll restrictions 1-7, 5-12 direction of transmission 7-4 toolbar 4-4, 4-10...
  • Page 571 Index uninterrupted power supply voltage based call indicator 7-10, (UPS) 2-3 13-11 update prompts 5-30 upgrading AltiWare OE 3-18 waiting time 4-8 UPS 2-3 URL history 22-4 bandwidth 9-8 User Account 3-3 router configuration 9-9 user interface 4-1, 4-11 warranty 3-xxxiii extended warranty 3-xxxiii how to get service 3-xxxiii View menu 4-3...
  • Page 572 Index skill setting 15-8 wrapup 4-8 zero code suppression 6-20 Bell 6-20 GTE 6-20 Jam Bit 8 6-20 Zoomerang 1-24 AltiContact Manager Administration Manual I-16...
  • Page 573 Index AltiContact Manager Administration Manual I-17...
  • Page 574 Index I-18 AltiContact Manager Administration Manual...

  • Page 575: Readers Comment Form

    Readers Comment Form AltiWare OE Release 4.6 AltiContact Manager 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 576 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 AltiContact Manager Administration Manual...

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