Altigen AltiContact Manager Version 5.0A Administration Manual

Table of Contents

Quick Links

Download this manual

AltiContact Manager

™

Version 5.0A

System Installation and

Administration Manual

Revised 11/2006 Version #5 4413-0001-5.0A

Table of Contents

Troubleshooting

Summary of Contents for Altigen AltiContact Manager Version 5.0A

Page 1 AltiContact Manager ™ Version 5.0A System Installation and Administration Manual Revised 11/2006 Version #5 4413-0001-5.0A...
Page 2 WARNING! Toll fraud is committed when individuals unlawfully gain access to customer telecommunication systems. 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
Contents Preface: About This Manual ..... . . 1-xxxiii Chapter 1 Overview ........1-1 Key AltiContact Manager Characteristics .
Page 4 Installing a Cooling Fan ......2-13 Proper Board Handling Procedures ....2-14 Electrostatic Discharge (ESD) Warning .
Page 5 Getting Around ACM Administrator ....4-1 AltiContact Manager Administrator ....4-1 Logging in for the First Time .
Page 6 Setting Toll Call Prefixes ......5-24 Setting Emergency Numbers ..... . . 5-24 Setting the TDM Bus Mode .
Page 7 Triton Analog Trunk GS/LS Properties ....7-9 Performing Impedance Match on Your Own ... 7-13 Using the Match Impedance Button.
Page 8 NAT......... . . 9-14 Firewall Considerations .
Page 9 Chapter 13 Call Recording Configuration ..... . 13-1 Chapter 14 Extension Configuration ......14-1 Setting up Extensions .
Page 10 Handling Busy Calls ......14-34 Setting Call Waiting Options ..... . 14-34 Handling Unanswered Calls .
Page 11 Setting Queue Management Options ....15-23 Chapter 16 Workgroup Configuration ......16-1 Creating a Workgroup .
Page 12 Chapter 17 Setting Up IP Extensions ......17-1 System Requirements ......17-2 Configuration .
Page 13 Bootup/Shut Down Procedures ..... 23-6 Board/Hardware Level Configuration ....23-6 CT-BUS Clock Master .
Page 14 TAPI Integration ....... . 27-1 Installing the TAPI Proxy Server ....27-1 Setting Up the Client .
Page 15: Limitation Of Liability
Liability & Warranty Limitation of Liability Except for personal injury, direct damages to tangible personal property proximately caused by AltiGen products and liability otherwise expressly assumed in a written agreement signed by AltiGen, the liability of AltiGen, its affiliates, suppliers, and authorized resellers for any claims, losses, damages, or expenses from any cause whatsoever (including acts of omission of third parties), regardless of the form of action, whether in contract, tort or otherwise, shall not exceed an amount equal to the lesser of the direct damages proven or the purchase price...
Page 16: Service Requirements
The telephone number to which this unit is connected. The ringer equivalence number. [0.0B] The USOC jack required. [RJ11C] The FCC Registration Number. [see label on board] Industry Canada (Industrie Canada) Certification Number. [see label on board] Items (b) and (d) are indicated on the label. The Ringer Equivalence Number (REN) is used to determine how many devices can be connected to your telephone line.
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 Extension/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 • 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 • Observe all safety regulations and read the warnings, cautions, and notes posted on the equipment.
Page 21 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. Alto Voltaje • Observe todas las normas de seguridad y lea las advertencias, avisos de precaución y notas que se encuentran adheridos al equipo.
Page 22 • 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. Sicherheitsrichtlinien sorgfältig beachten. Hochspannung • Alle Sicherheitsregeln beachten und am Gerät angebrachte Warnungen und Hinweise lesen.
Page 23 UL Regulatory Safety Requirements (Requisitos Reglamentarios de Seguridad de La Asociación de Aseguradores (UL)/Sicherheitserfordernisse gemäß UL (Underwriter's Laboratories, Inc.)) Host Computer Model AltiGen/AltiWare apparatus is approved for connection to Telecommunications Systems specified in these instructions for use subject to the conditions set out in them. Any other usage will INVALIDATE this approval.
Page 24 For a host or other expansion card fitted in the host, using or generating voltages greater than 300V (rms or dc), advice from a competent safety engineer must be obtained before installation of the relevant equipment. Any other usage will INVALIDATE the approval of the apparatus, if as a result, it then ceases to conform to the standards against which approval was granted.
Page 25 peligroso es aquel que excede de 42.4 voltios, en su valor máximo de cresta en la corriente alterna o, de 60 voltios, en su valor máximo de cresta en la corriente directa. Si tiene usted alguna duda, obtenga asesoría de un ingeniero competente, antes de instalar otros adaptadores en la máquina principal.
Page 26 Die Hauptgerät ISA Bus Kontaktanschlüsse B1, B10, oder B31 (Randstecker auf CPU Grundplatine/Hauptplatine) MÜSSEN weniger als 0.1 Ohm zum Hauptgeräterdanschluß haben. 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.
Page 27 En caso de ocurrir una falla en la energía eléctrica, la primera extensión telefónica de cada tarjeta (salvo en lo que respecta a la CD0012UD), se conecta directamente a la primera línea de la central, para así permitir el acceso a la marcación de los servicios de emergencia. Este equipo debe alimentarse a partir del PSTN, o contar con un respaldo de batería local con capacidad suficiente para llamar a los servicios de emergencia, durante cuatro horas después de que ocurra la falla en la energía eléctrica.
Page 28 The interconnecting trunk line cord should be at least size 26AWG. This trunk card must be fitted in host equipment with fire enclosures complying with the flammability requirements of sub-clause UL1950/CSA C22: 1995 4.4.3. In addition, the card must be separated from internal materials of flammability class or lower by at least 25 mm of air Class V-1 or better.
Page 29 Instructions for Hardwired Earth Connection (Instrucciones para El Cableado de La Conexión a Tierra/Anleitungen für festverdrahtete Erdanschlüsse) 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.
Page 30 Sowohl Stromversorgungskabel als auch Gerät oder Anlage müssen geerdet sein. Das Zusatz-Geräteerdungskabel darf nicht dünner sein als die ungeerdete Verzweigungsleitung (8 AWG minimum, empfohlen 6 AWG). Es ist mit dem dafür vorgesehenen Anschluß derartig zu verbinden, daß eine Erdung auch dann weiter besteht, wenn das Stromversorgungskabel aus dem Stecker gezogen ist.
Page 31 11. Connect a fixed earth from the PC to a suitable premises fixed earthing point. Note that the earth cable must be at least the same gauge as the live wire of the main cord and fixed to the earth terminal and the rear of the PC. (6 AWG recommended, 8 AWG minimum.) 12.
Page 32 principal y, que el mismo debe de encontrarse conectado a la terminal de aterrizada y a la parte posterior de la computadora. (Se recomienda el cable calibre 6 AWG, u 8 AWG, como mínimo). 12. Conecte el cable que se le suministra con la tarjeta AltiServ al conector sub-miniatura tipo D (25 clavijas) de la tarjeta AltiServ y el conector al Tablero de Conexiones del Modular RJ-11.
Page 33 Stärke wie der unter Spannung stehende Draht des Hauptkabels hat und an den Erdanschluß und an den PC angeschlossen ist. (6 AWG empfohlen, 8 AWG minimum.) 13. Anschluß zwischen dem mit dem AltiServ gelieferten Kabel, dem "D-type sub- miniature" (25 pin-Kontaktanschlüsse) Stecker auf der AltiServ Karte und dem Stecker des modularen RJ-11 Steckfeldes erstellen 14.
Page 34 How to Obtain Service End user customers should contact your Authorized AltiGen Dealer for service. Authorized AltiGen Dealers must follow the steps below for service: Take or ship the product (shipment prepaid) to your AltiGen distributor or to AltiGen Communications, Inc. All materials being returned to AltiGen must have an associated RMA number.
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: Call Recording Configuration
Chapter 12, CallCenter Configuration, describes configuration for call centers. Chapter 13, Call Recording Configuration, describes how to configure call recording options. Chapter 14, Extension Configuration, describes configuration for extensions. Chapter 15, Huntgroup Configuration, describes configuration for huntgroup functions and features. Chapter 16, Workgroup Configuration, describes configuration for workgroups.
Page 37 Appendix A, E1-R2 and T1/E1 ISDN PRI Installations, describes configuration for E1-R2 CAS and T1/E1 ISDN PRI installations. Appendix B, Technical Support & Product Repair Services, describes technical support, customer service, repair and replacement policies and forms. Glossary, Index, and Readers’ Comment Form Related Publications Related publications include: •...
Page 38 xxxvi AltiContact Manager Administration Manual...
Page 39: Overview
H A P T E R Overview AltiContact Manager is AltiGen’s new powerful turnkey, hardware/ ™ software multi-channel IP Contact Center platform targeted at the formal small to midsize contact center market of 10-500 agents. The product is designed to provide contact centers with the essentials to service, respond and track performance of contact professionals.
Page 40 • 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 • Enhanced ACD • Built-in CRM screen-pop with popular applications like Goldmine, ACT, Microsoft Outlook and Microsoft CRM •...
Page 41: Key Alticontact Manager Characteristics
Overview • IVR • Line park • Group paging • Email Server • Configurable Emergency Number • Call Detail Reports (CDR) • Internet Integration • TAPI (Telephony API) Service Provider • Voice over IP • Digital T1/PRI/E1 Integration • Tie Trunks with Caller ID •...
Page 42 Key AltiContact Manager Characteristics The Quantum telephony board has 12 analog ports, eight (8) of which are voice channels, so eight ports can listen to voicemail simultaneously. 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 • Provides adaptive balance and selectable impedance • Analog and digital loop back test modes • Tip and ring reversal • FSK message lamp • 5V PCI slot is required for each Triton Analog Extension Board. • Recording capability —...
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 • Direct Inward Dial (DID) - allows an incoming trunk call to directly access an extension without IVR intervention. Note: If your local exchange carrier provides DID service, DID calls will automatically be steered to the appropriate destination. •...
Page 47 Overview • Hands Free Intercom Mode - by pressing #81 while on their speaker phone, users can receive internal calls without having to pickup the handset to answer. Hands Free Manual Answer Mode, #82, allows another version of this function. •...
Page 48 Key AltiContact Manager Characteristics to simulate a PBX office extension. An Alti-Mobile Extension has most of the PBX system’s call control and call center features. • Multiple Call Waiting with Personalized Greetings - a personal queue that allows users to handle multiple incoming calls by letting callers wait in queue until the user answers the call.
Page 49 Overview • Personal 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 50: Automatic Call Distribution Features
Key AltiContact Manager Characteristics • System Callback from IVR - allows the user to instruct AltiContact Manager to call the user at a remote location after the user logs in with extension and password. This is useful for traveling users who don’t want to accrue expensive toll charges while traveling, especially from international locations where there is no access to toll-free numbers.
Page 51 Overview — advanced queue overflow for configuration of overflow conditions and actions • After Hours Handling for Workgroups - a workgroup can be assigned a Business Hours Profile through ACM Admin. Also, after hours routing decisions can be configured for each day of the week. When a call is forwarded to this workgroup after hours, the call is routed automatically, based on the routing decision for that day of the week.
Page 52 Key AltiContact Manager Characteristics •Dialed Digit Translation - allows the administrator to select a single dialed digit that can be assigned to route a call to any destination. First Digit Translator allows the administrator to select a single dialed digit that can be assigned to route a call to any destination.
Page 53 Overview • Picking/Transferring Calls from Group Queue - enables an extension to pick any call in queue using AltiAgent or AltiConsole. AltiSupervisor is also able to transfer a workgroup queued call to any extension, workgroup, IVR, voicemail or outside number. •...
Page 54 Key AltiContact Manager Characteristics • Workgroup Call Routing - for special call handling applications, incoming calls can be routed to a group. For automatic distribution, calls can be distributed to the first available group member, or among group members according to the following options: —...
Page 55: Ivr Features
Overview • Workgroup Monitoring - allows real-time monitoring of workgroup information—trunk state, group status, call queue status, details of group queue entries and agent status. Limited monitoring is available through a group view window in ACM Admin or remotely through AltiReach.
Page 56: Altigen Voice Mail Features
Key AltiContact Manager Characteristics • Direct Station Transfer - allows the IVR to handle all incoming calls instead of being answered by an operator. Callers can dial an extension number to reach a specific station or use the name directory to find an extension number.
Page 57 Overview • Call Forwarding from Voice Mail - users can set up Call Forwarding from within the AltiGen Voice Mail System. This allows users to set up Call Forwarding away from the office and without having to access AltiReach or AltiView. •...
Page 58: Internet Integration Features
Key AltiContact Manager Characteristics • Personal/Activity Greeting - allows users to record personal and/or activity greetings in their own voice to be played when callers reach their voice mail. • Priority Delivery - allows users to determine the priority of message delivery such as normal or urgent.
Page 59 Overview • Built-in E-mail Server - a complete SMTP/POP3 email server is built into the AltiContact Manager system so that all you need is an SMTP/ POP3 email client to send and retrieve Internet email. The system allows use of alpha character-based passwords. •...
Page 60: System Administration Features
Key AltiContact Manager Characteristics System Administration Features System Administration features include: • Access Restriction - allows administrators control over system user access to features and trunks. • ACM Remote Administration - a version of the AltiContact Manager Administrator application that can be installed on a Windows 2000 or Windows 2003 client computer installed and used on the LAN to remotely administer one or more AltiContact Manager systems.
Page 61 Overview • Email and Voice Mail Storage - can be placed on drives other than the AltiContact Manager server. Emergency (911) Call Notification to Extension/Outside Number - when any extension dials an emergency number, the system can make calls to pre-configured extensions or outside numbers.
Page 62 Key AltiContact Manager Characteristics Redundancy - system redundancy feature that requires two systems, a primary and secondary; the primary system is in control of all operations, which the secondary server keeps a connection with the primary server. When the primary server goes down, the secondary server takes control.
Page 63: T1/Pri/E1 Features
Overview • Work/Hunt Group Converter - used when upgrading from AltiWare OE 4.6, this tool that converts agents to non-agents, non-agents to agents, workgroups to huntgroups and huntgroups to workgroups. T1/PRI/E1 Features T1/PRI features include: • ANI/DNIS Transport over T1/PRI Tie Trunks - ANI (Automatic Number Identification) and DNIS (Dialed Number Identification Service) digits for calls can be forwarded and transmitted between extensions at remote AltiContact Manager systems.
Page 64 Key AltiContact Manager Characteristics • DNIS Name Display and Routing over IP Tie Trunk - allows for DNIS information to be transferred to the system when routed over IP tie-trunks. DNIS name of matched entry is displayed at AltiConsole, AltiView, AltiAgent and handset. •...
Page 65 Overview • 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 66: Voice Over Ip Session Support Alticontact Manager Features
Key AltiContact Manager Characteristics — AltiContact Manager disconnects the voice mail session when a silence period exceeds 7 seconds during voice mail recording over VoIP. • VoIP Hop Off Call Support - allows an extension to access a T1 or CO trunk on the remote system and “hop off’...
Page 67: Altiware Applications
Overview • AltiReach Support • AltiView/AltiView IP Extensions • Intercom • IP Extension Log In/Log Out • Conversation recording • Trunk recording AltiWare Applications AltiWare comes with useful applications for testing, diagnosing and operating your AltiContact Manager configuration. • AltiVR Player - voice recording playback tool that can be used by the administrator to access all voice recording data in a centralized location.
Page 68: Optional Add-On Software
Key AltiContact Manager Characteristics Optional Add-On Software • AltiConsole - a personal, computer-based Attendant console ™ connected to AltiContact Manager over a network; emulates a standard, hardware-based Attendant console through software; has the flexibility of adding new features through software without changing the hardware.
Page 69 Overview — Color coded priority in queue — Force agent phone to virtual (unstaffed), applies to physical extension only — Change Transfer button to Redirect button • Indicator for recorded agent conversation • Alti-MSCRM - a Microsoft® .NET-connected integration tool that provides CTI integration, including screen pop capability, for Microsoft CRM.
Page 70: Optional Add-On Products
Key AltiContact Manager Characteristics VRManager - allows administrators/supervisors to convert, schedule backup/delete, and query recorded files. Optional Add-On Products • Alti-IP 600 - AltiGen’s H.323-compliant, business telephone that provides voice communication over an IP network. In ACM 5.0A, the following enhancements have been made: —...
Page 71: System Requirements
H A P T E R System Requirements Hardware Requirements AltiContact Manager hardware requirements depend on the number of extensions (lines) and trunks your site requires. Refer to Table 6 on page 2- 12 for AltiContact Manager platform selection. System Key Requirement AltiContact Manager requires a system key in order to function.
Page 72 — Windows 2000 Professional with SP4 and above (SmallOffice and AltiServ1 IP only) — Windows XP Professional (SmallOffice and AltiServ1 IP only) — Windows Server 2003 Note: If installing AltiContact Manager for the first time and you wish to use the software with Windows 2000, you must already be running Windows 2000 prior to the AltiContact Manager software installation.
Page 73: Proper Grounding And Loop Current
System Requirements • The number of AltiGen telephony boards required • The maximum AltiContact Manager extension and trunk traffic anticipated • The number of simultaneous client software connections Table 7, “Individual Board Power Requirements,” on page 2-13 shows the AltiContact Manager system requirements guidelines depending on the number of AltiGen boards that will be installed.
Page 74: Altigen Telephony Boards
• Choose a work surface large enough to accommodate the entire system. • 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 75: Functional Specifications
System Requirements Functional Specifications Quantum Board Each Quantum telephony board has eight voice channels, so eight ports can listen to voicemail simultaneously. One port will remain active even if the system has a power failure. The I/O switch is factory preset as shown below. Change this setting only if there is a hardware conflict.
Page 76 Triton Analog Extension Board The Triton Analog Extension telephony board has a dedicated voice channel for every extension port and FSK-only message waiting LED Indicators LED 1B LED 1A Status 5V is OK; 12V is OK – normal operation Power cable not plugged in 5V less than 4.5V but more than 3V –...
Page 77 System Requirements Triton Analog Trunk Board The Triton Analog Trunk board comes in two models: Loop Start/Ground Start (LS/GS) and Loop Start only (LS). It supports 12 analog trunks and offers FSK Caller ID receiving, Centrex flash, and voice/silence activated answer supervision.
Page 78 • PCI Bus Triton T1/PRI Board LED Indicators Green LED Red LED Status No power Normal operation No signal Flashing Faulty signal with frame synchronization* Flashing Faulty signal without frame synchronization Alternating Alternating Frame slips in normal operation *Faulty signals include the following: yellow alarm, bipolar violation, or frame error. The Triton T1/PRI telephony board, which supports either T1, E1 or PRI through software configuration, has the following functional characteristics:...
Page 79: Altigen Board Installation
System Requirements 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 80 Table 4. AltiGen Telephony Board Options Board Model Number Description (Tarjeta/ (No. de (Descripcion/ Karte) Modelo/Modell 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...
Page 81: System Limitations
System Requirements 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. System Limitations Note the following limitations for board installation and Triton VoIP board and port combinations.
Page 82: Power Requirements
ACM System Configuration Guidelines* Table 6. System Selection Minimum Guidelines 1–3 IDE/ Single 300W 15A 6A or SCSI better 4–6 850+ Single 400W ATA- or Dual 100/ 400W load SCSI sharing rec- ommended 7–16 2 GHz Dual 400W with 1 ATA- with load 100/...
Page 83: Heat Factor
System Requirements Table 7. Individual Board Power Requirements Slot Type /Tipo Ranura/ Board +12V /Tarjeta/Karte Steckplatz Quantum 1.6A 1.4A Triton Analog Extension 1.6A 1.4A* Triton Analog Trunk LS/GS 1.6A 0.25A Triton Analog Trunk LS 1.6A Triton VoIP 1.6A Triton T1/PRI 1.6A Triton T1/E1 PRI 1.6A...
Page 84: Proper Board Handling Procedures
Cuando en un mismo sistema se encuentren instaladas más de dos tarjetas de telefonía AltiGen, también se requerirá de la instalación de un ventilador adicional de enfriamiento. Es menester que este abanico reduzca efectivamente el calor e incremente el flujo de aire que ingresa a las tarjetas de telefonía AltiGen, a fin de garantizar la fiabilidad y la seguridad funcional del sistema.
Page 85 System Requirements • 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 86: Packaging For Shipment And Storage
La tabla siguiente contiene las especificaciones de funcionamiento para el tablero de la telefonía de AltiGen: Descripcion Specification Temperatura de Operacion 0° a + 50° C Temperatura de Almacenamiento -20° a +70° C Humedad Relativa 10% a 80% sin condensacion Betriebsbedingungen Vor Aufbau und Inbetriebnahme der Anlage müssen folgende Betriebsbedingungen berücksichtigt werden:...
Page 87: Alticontact Manager Conference Resource Limits
System Requirements • AltiGen telephony boards are protected by their anti-static bags and should be removed from their packaging for installation by a properly grounded technician. AltiContact Manager Conference Resource Limits The following table defines conference resource limits for boards used in an AltiContact Manager system.
Page 88 The Triton Resource board can support up to 12 conference bridges with up to 6 members each. However, this does not imply that you can have a total of 72 conferenced members (external + internal) per board, as it only has 36 conference resources. 2-18 AltiContact Manager Administration Manual...
Page 89: Software Installation
H A P T E R Software Installation The AltiContact Manager software is provided on a CD-ROM and contains the following components or folders: • AltiContact Manager. Contains the AltiContact Manager Administrator as well as the switching service, SMTP/POP3 server, messaging agent, Exchange Integration, AltiBackup, AltiGatekeeper, AltiWeb that can be installed on any Windows Server with Service Pack 6a (or higher) or on Window 2000 Server.
Page 90: Alticontact Manager As A Windows Service
AltiContact Manager as a Windows Service AltiContact Manager as a Windows Service AltiContact Manager components such as the switching, messaging agent, and AltiBackup are Windows services that are automatically launched when AltiContact Manager is installed and the system is restarted. Benefits of AltiContact Manager as a Windows service: •...
Page 91: Firewall Considerations
Software Installation • Third party applications. AltiContact Manager must be installed before any third party applications on a Windows 2000 or Windows 2003 system. Contact your third party application vendor(s) to find out if an upgrade is required for their product to work with the release you are about to install.
Page 92: Tcp Port Definitions
TCP Port Definitions Client Server Client Auto Upgrade 10050 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 TCP Port Definitions TCP # Description 10015 #define PORT_ALTILINK_AECP 10025 #define PORT_ALTILINK_PLUS 10026...
Page 93: 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 94: Unsupported Licenses
Licensing Table 4. Release ACM 5.0A License Summary License Description/Notes • ACM 5.0A License required for fresh installation or upgrade to ACM 5.0A • AltiView This license enables a per concurrent connection of AltiView client • AltiConsole This license enables a per concurrent connection AltiConsole client. •...
Page 95: Registration
Software Installation • AltiConsole Server License • 4.5 Basic SDK License • 4.5 APC License • 30 Port G.711 License • 128 IP Extension License (generated during OE 4.6 product registration) • NOVO or SDK Recording • External Logger • Contact Advantage For step-by-step instructions on the licensing process, refer to page 3-26.
Page 96: 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 97: Upgrades
Software Installation For step-by-step instructions on the manual online registration process, refer to page 3-35. 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 98: Lost Licenses
Upgrades For all the above cases, the customer must go to a registered ACM 4.6 or OE/ACC 5.0A version to transfer compatible licenses. Upgrading from ACM 4.6 to ACM 5.0A • Registration is required for the upgrade. • If installed prior to the upgrade, the following 4.6 licenses will be converted: —...
Page 99: Before New Installation
Software Installation New Installation Before New Installation Note: Triton T1 Rev A1/A2 or VoIP Rev A1/A2 boards are not supported in AltiContact Manager. These boards must be replaced with Rev A3 or later boards. Before you begin, have the following at hand: •...
Page 100 To Begin New Installation Log in to 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 log in as a local administrator account. Note: If you plan to run Exchange Integration, you must have domain administrator rights.
Page 101 Software Installation Setup will ask for customer information. Enter a User Name and Organization, then click Next. Setup will create a password 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.
Page 102 To Begin New Installation 10. Setup will install AltiWare OE into a destination folder. Click Next to install to the folder, or click Change to install to a different folder. 11. Setup will use the following disk drives as noted for PostOffice, AltiDB or you may select another local drive.
Page 103 Software Installation 12. Setup is ready to install the program. Click Install to begin installation. 13. Setup Window will prompt for the Country, System Home Area Code and Extension Length. When finished, click OK. Note: Once the Extension Length is set and you click OK, you cannot change the extension length after this setup unless you re-configure the entire system or delete all the extensions already configured.
Page 104 To Begin New Installation 14. Setup is complete. Reboot the system to finish the installation process 15. (Recommended) After rebooting, run the MVIP test program from Start>AltiWare>AltiWare Tools>MVIP test. 16. Use ACM Admin to register your licenses. Follow the steps for “Online License Registration Procedures”...
Page 105: Before Upgrade
Software Installation Upgrading AltiWare ACM Note: Triton T1 Rev A1/A2 or VoIP Rev A1/A2 boards are not supported in AltiContact Manager. These boards must be replaced with Rev A3 or later boards. Before Upgrade Before you begin, you’ll need to have the 20-digit software license key located on the back of the End User License Agreement and a System Key.
Page 106: Station Speed Dialing Change
Before Upgrade • AltiGen Switching Service COM Server • 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 •...
Page 107: To Begin Upgrade
Software Installation To Begin Upgrade To complete the upgrade: 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.
Page 108 To Begin Upgrade At the Welcome page window, exit all Windows programs before continuing with the setup, then click Next. Setup will ask for customer information. Enter a User Name and Organization, then click Next. 3-20 AltiContact Manager Administration Manual...
Page 109 Software Installation 10. Setup will require CDR/RTM database upgrade. Click OK. 11. Select a database for upgrading and click OK. 12. Setup will begin upgrading the database from 5.0 to 5.0A after you click Upgrade: AltiContact Manager Administration Manual 3-21...
Page 110 To Begin Upgrade 13. A warning window will pop to confirm the database upgrade. Leave the Backup Before Upgrading and Automatic Restore options checked, and enter Yes in the input box, then click Run. 14. Once database upgrade is complete, click Yes to delete the backup of the old database or click No to continue.
Page 111 Software Installation wish to change this, you may enter a password (no longer than 14 characters) for this account. Click Next when finished. AltiContact Manager Administration Manual 3-23...
Page 112 To Begin Upgrade 16. Setup is ready to install the program. Click Install to begin installation. 17. (This step applies to upgrading from ACM 5.0 to ACM 5.0A for the first time.) You may see the following screen when upgrading from ACM 5.0 to ACM 5.0A for the first time.
Page 113 Software Installation 19. Setup is complete. Reboot the system to finish the installation process. AltiContact Manager Administration Manual 3-25...
Page 114: Online License Registration Procedures
To Begin Upgrade 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 Extension board provides 12 extensions.
Page 115 Software Installation 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. AltiContact Manager Administration Manual 3-27...
Page 116 To Begin Upgrade <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 117 Software Installation Click the Proceed to Online Registration button. The next web page allows for inputting System and Dealer Installation ID. The System Key field is automatically loaded. (This information is located on the End User License Agreement). In the Dealer Installation ID field, enter the ID number assigned to your Dealer.
Page 118 To Begin Upgrade 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. 3-30 AltiContact Manager Administration Manual...
Page 119 Software Installation 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. AltiContact Manager Administration Manual 3-31...
Page 120 To Begin Upgrade • 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 121 Software Installation 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 122 To Begin Upgrade 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 123: Manual Online License Registration Procedure
Software Installation 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 124 To Begin Upgrade <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 125 Software Installation On the AltiGen Software License Registration web page, click the Proceed to Online Registration. The next web page displays your currently registered version. Select Re-register or Upgrade/migrate to drop-down list to select the version you wish to upgrade or migrate to, then click Next. The next web page allows for inputting System and Dealer Installation ID.
Page 126 To Begin Upgrade obtained by contacting either your local authorized AltiGen Dealer or AltiGen Technical Support. Click Next when finished. 10. The next web page allows for inputting of Customer and Installer information. 3-38 AltiContact Manager Administration Manual...
Page 127 Software Installation For the Customer Information and Installer Information sections, fill in all fields (required) and click Next when finished. 11. The next web page allows for entering of new License Keys or for adding any additional licenses. AltiContact Manager Administration Manual 3-39...
Page 128 To Begin Upgrade Click Add More Keys to add more licenses, or click Next to register these licenses. 12. The next web page displays the licenses that have been activated and are about to be registered. 3-40 AltiContact Manager Administration Manual...
Page 129 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 130 To Begin Upgrade 14. The next web page continues the registration by initiating a product registry program. 15. At the end of the Web Registration, save the exctl file to a floppy disk. 16. 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 131: Offline Registration Procedures
Software Installation 17. Click Refresh to update the License Information window. Any newly activated licenses through web registration will appear in the license field. 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.
Page 132: Running Acm Administrator
Running ACM Administrator To install ACM Administrator on a non-AltiServ PC for the first time: Insert the AltiContact Manager CD-ROM into the appropriate drive. Run SETUP.EXE from the ACM Admin folder. Follow the instructions on the window. To open ACM Administrator, refer to “Running ACM Administrator” on page 3-44.
Page 133: Transferring The Alticontact Manager To Another Server Chassis
Software Installation Using the ACM Administrator application System Data Management function, backup the 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 Service”...
Page 134: Alticontact Manager Uninstall
AltiContact Manager Uninstall Install the AltiContact Manager software as described, beginning with “Preparing to Install AltiContact Manager” on page 3-2. Restore the AltiContact Manager system database as follows: a. Run AltiAdmin and select Services System Data Management to run the data management utility. b.
Page 135: Software Installation Troubleshooting
Software Installation Software Installation Troubleshooting Use this table for troubleshooting error messages encountered during software installation. Error Message Solution This version of AltiContact Manager Unplug Triton T1 Rev A2 or VoIP Rev A2 does not support Triton T1 Rev A2 or boards, then run setup again.
Page 136 Software Installation Troubleshooting Error Message Solution Unable to add AltiContact Manager path Manually append c:\AltiContact Manager \exe to the system. (if AltiContact Manager is installed on c: drive) to your system environment path (through Control Panel>System >Environment>path) after finishing AltiContact Manager’s installation but before restarting your system Failed to upgrade AltiContact Manager The previous database may be corrupted.
Page 137: 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 138: 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 139: The Main Menu
Getting Around ACM Administrator The Main Menu The Main Menu functions are as follows: • Services Login and logout, change password, utilities (System Data Management and Convert Work/Hunt Group), and shut down the switching service. • System Management Opens configuration windows to work with the system, trunks, out call routing, voice mail, VoIP, AltiGen IP phone configuration, line park, hunt groups, paging group and redundancy.
Page 140 AltiContact Manager Administrator Logout and login. Click the Login button to log in. When you do, the button becomes gray and the Logout button becomes colored. The buttons provide a clear indication of login status. While you’re logged in, anyone at the keyboard can modify system settings. System.
Page 141: The View Windows
Getting Around ACM Administrator The View Windows 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 142: Extension View Window
The View Windows Extension View Window The Extension View window, which displays the status of all assigned extensions. Figure 4. Extension View window The radio button to the left of each extension number is green when the extension is idle, and red when the extension is not ready or in use. The Location number (for example, 01:04) identifies the card ID and port (channel) number on the board.
Page 143: Trunk View Window
Getting Around ACM Administrator You can click the Reset button without selecting an extension, and then type in the extension number for the extension to reset. Trunk View Window The Trunk View window displays the status of all assigned trunks. Figure 5.
Page 144: 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 145: 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 146: Status Bar
Logging In • 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 147: Changing The Password
Getting Around ACM Administrator The logout option in the Services menu allows the system administrator to log out of the system. You should always log out after you have completed the administrative or configuration tasks. This will prevent unauthorized persons from accessing the AltiContact Manager configuration functions. AltiContact Manager telephony functions continue to run in the background on the ACM Administrator.
Page 148 Stopping the AltiGen Switching Service 4-12 AltiContact Manager Administration Manual...
Page 149: 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 150: Setting General Parameters
Setting General Parameters Setting General Parameters The General tab is the default tab you see when you open the System Configuration window. You use this tab to set the system area code and number, operator extension, country, distinctive ring, conference call, and system park options.
Page 151 System Configuration Parameter Description Country Select a location for the system. Note: When selecting a country code, other than USA & Canada, there will be a 7 second dialing delay for en-bloc trunks. (Refer to “Reducing Dialing Delay For En-Bloc Trunks For Non-US/Canada Countries”...
Page 152: Setting A System Number Plan
Setting a System Number Plan Parameter Description System Main Number 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.
Page 153 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 tab, System Configuration Use the Number Plan tab to specify the following parameters: Parameter Description Extension...
Page 154 Setting a System Number Plan Parameter Description Default The default password for newly created extensions will be Password randomly set; when changing the password, it must be four to eight digits in length. DID Number The number of digits needed to match a DID (Direct Inward Length Dialing) number, with a range of 2 - 16.
Page 155 System Configuration Parameter Description First Digit Translator Configuration. Figure 3. Single Digit Routing To set up a First Digit Translator entry, select the check box (to the left of 1-9, * or #), then enter the desired digits. When a box is checked, the digit preprocessor will replace the first digit 1-9, * or # that user dials with the digits indicated in the corresponding field.
Page 156 Setting a System Number Plan Parameter Description Extension Dialed Digit Translator Note: This primary use of this feature is intended for, but not limited to, allowing an IP extension to make an emergency call (911) through AltiServ. If AltiServ is in a different location than the IP extension, the emergency call will be routed to local CO where the IP extension is located.
Page 157: Assigning Trunk, Feature, Ip Trunk, & Route Access
System Configuration Parameter Description 3. (optional) You may select an IP extension from the Non members list that the Extension Dialed Digit Translator will apply to. You can apply the same Members to multiple locations. You may also enable the Bypass Account Code option if Account Codes are required.
Page 158: Setting Business Hours
Setting Business Hours Note: After setting the IP Trunk Access code here, you should set the Trunk Access Codes of any 30-port VoIP boards to “None” on the General tab of the Trunk Configuration window (see “Setting General Trunk Attributes” on page 7-3). This will prevent users from directly accessing the 30-port boards—which use the G.711 codec only—for calls to AltiContact Manager servers or other IP gateways that may require the G.723 codec.
Page 159 System Configuration To access the Business Hour settings, select System Configuration... on the Management menu, then click the Business Hours tab. Figure 5. Business Hours tab, System Configuration Multiple Business Hour profiles can be configured in a system. A default “System”...
Page 160: Routing Calls On Holidays
Routing Calls on Holidays For each Business Hour profile, 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 161 System Configuration To add a Holiday profile, click the Add button to open the Add Holiday Profile dialog box, enter a name for the profile, then click OK. To access Holiday routing settings, select System Management... on the Management menu, then click the Holiday tab. Figure 6.
Page 162: Configuring System Speed Dialing
Configuring System Speed Dialing Optionally, select Special hours and set call routing for special hours using the field group in the lower half of the Holiday tab. This route will override the route for normal holiday hours, for the hours you specify. Use this option, for instance, to route calls for the working portion of a holiday that your organization treats as a half- day.
Page 163: Defining System Call Restrictions
System 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: Figure 8. Speed Dial Configuration Select the ID number using the drop-down arrow, type in a name for the Speed Dial entry, then enter the full number as you would dial it, with a maximum of 20 digits per entry.
Page 164: Blocking Calls To Area Codes From All Extensions
Defining System Call Restrictions Figure 9. Call Restriction tab, System Configuration Blocking Calls to Area Codes from All Extensions To add or edit system prohibited area codes: Double-click an index entry in System Prohibited Prefixes list, or select the index entry and click Edit. This opens a dialog box that allows you to enter a prefix number.
Page 165: Locking Attacked Extensions
System Configuration 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 166: Setting 10-Digit Dialing Area Codes
Creating Account Codes 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 167: Adding And Deleting Account Codes
System Configuration To access the Account Code tab, select System Management... on the Management menu, then click the Account Code tab. Figure 11. Account Code tab, System Configuration Adding and Deleting Account Codes To create an account/code association, click Add. Enter an Account Name and Account Code in the dialog box that appears.
Page 168: Setting Up Call Reports
Setting up Call Reports Setting up Call Reports You can set up call reporting if AltiContact Manager and ACM Administrator are installed on the same server. In AltiContact Manager, call reporting distinguishes between call detail data, which records every call made to, out of, and within the AltiContact Manager system, and RTM data, which is workgroup-related statistical data captured from the real-time monitoring function used in the AltiSupervisor client application.
Page 169: Internal Database Configuration (Internal Logger Service)
System Configuration Figure 12. Call Reports tab, System Configuration Internal Database Configuration (Internal Logger Service) The Internal Log Service (shown in the Log Service display window) is created by default. You can enable or disable the service, but you cannot remove this database or add another Internal Log Service.
Page 170: External (Remote) Logging Of Call Data
Setting up Call Reports External (Remote) Logging of Call Data AltiContact Manager allows you to output call accounting to a Microsoft SQL 2000 database. The database cannot be on the same server as the AltiContact Manager system. A system integrator or database developer will need to write a custom query to extract data from the SQL database.
Page 171: Country Relevant
System Configuration To do this, select the Enable Data Output box in the Accounting Data Processing field group. Then select an Available Port and the Baud Rate. Country Relevant The Country Relevant tab contains group boxes for setting toll call prefixes, emergency numbers and the TDM bus mode.
Page 172: Setting Toll Call Prefixes
Country Relevant Setting Toll Call Prefixes AltiContact Manager uses the Toll Call Prefixes to determine the type of outside call and imposes restrictions when necessary. For example, if the international toll call prefix is 011 and a user attempts to make an international call from an extension without international call privileges, the call will be terminated as soon as the user dials 011 after the trunk or route access number.
Page 173: Ct-Bus Clock Configuration
System Configuration CT-Bus Clock Configuration The CT bus is a bit-serial, byte-oriented, synchronous TDM bus that uses a bit clock for bit registration and a common frame sync pulse for frame alignment. This ensures signal quality between the system’s CT bus and the boards’...
Page 174: Configuring Music On Hold And Recorded Announcements
Audio Peripheral Configuration • Overhead Paging To access Audio Peripheral configuration, select System Configuration... on the Management menu, then click the Audio Peripheral tab. Figure 16. Audio Peripheral tab, System Configuration Configuring Music On Hold and Recorded Announcements Callers will hear the music or recorded announcement configured in Audio Peripheral configuration only if the user places the caller on hold by pressing FLASH or LINK.
Page 175 System Configuration Select the Quantum, Triton Analog Station, or IP board number to which the audio equipment is attached. Playing Music from a File for Music On Hold The system can be set up to play music on hold from a custom file (and replaces the system’s default music on hold file).
Page 176: Setting Greeting And Update Prompts
Activity 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. (Creating prompts is discussed in previous sections.) To play an update prompt every thirty seconds: Select the Play Update Prompt …...
Page 177 System Configuration There are a total of nine activity codes; the first six are pre-configured as follows: 1 - System, 2 - Personal, 3 - Meeting, 4 - Away from desk, 5 - Business Travel, 6 - Personal Time Off The remaining three activity codes (7, 8, 9) are not assigned and can be customized by the administrator.
Page 178 Activity Figure 17. Activity Selection List, Call Handling tab of AltiView configuration In AltiConsole, the activity of an extension is displayed in the BLF and ALL panels. Figure 18. BLF tab, AltiConsole The Activity can also be changed from voice mail personal options. 5-30 AltiContact Manager Administration Manual...
Page 179: Feature Profiles
System Configuration Feature Profiles Figure 19. System Feature Profile tab - System Configuration The Feature Profiles configuration tab allows the system administrator to create an extension feature profile that includes enabling or disabling of the following extension features: AltiGen Voice Mail: ## <pwd>...
Page 180 Feature Profiles Call Management: #26 – Station Logout #27 – Station Login #32 – Enter Account Code #33 – Do Not Disturb #36 – Call Forwarding #37 – Remote Call Forwarding Other Features: #38 – Outside Call Blocking #39 – Operator Offline #44 –...
Page 181 System Configuration Note: When adding a feature profile, the system will automatically assign the lowest available number. For example, if 0, 1, 2 and 4 are already assigned, the system will assign “3” to the next feature profile and not “5”. Select or de-select the checkboxes for the desired AltiServ feature codes that will be associated with this feature profile, then click Apply.
Page 182 Feature Profiles 5-34 AltiContact Manager Administration Manual...
Page 183: Board Configuration
H A P T E R Board Configuration Board attributes and functions are accessible in the Boards window in the AltiContact Manager desktop. Figure 1. Board window For the board you want to configure, double click the board’s icon in the Boards window to open the Board Configuration window.
Page 184: 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 185 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 186: 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 187 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 188: 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 189: 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 190: Voice Over Ip
Configuring the Triton VoIP Board Voice over IP VoIP for AltiContact Manager runs on an H.323 protocol 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 191: Board Installation
Board Configuration 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. Port Specifications See Chapter 2, System Requirements, for limitations on configuring Triton VoIP boards and ports.
Page 192: Troubleshooting-Common Symptoms And Solutions
Configuring the Triton VoIP Board 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. Poor Voice Quality When voice quality is poor, try the following: Perform a Loop-Back Test.
Page 193: Configuring The Triton T1/E1/Pri Board
Board Configuration Check if Called Extension is a Workgroup or has Multiple Call Waiting Enabled. When the called party is a workgroup pilot number or has Multiple Call Waiting enabled, the caller is placed on hold and hears ringback or music. IP Trunk Does Not Appear in Trunk View When an IP trunk doesn’t appear in the Trunk View, there are two possible causes:...
Page 194: Service Parameters For T1
Configuring the Triton T1/E1/PRI Board Service Parameters for T1 To subscribe to T1 service, certain parameters are required to establish service. The information provided below identifies the recommended and supported parameters for T1 service. T1 Service Request Information When ordering T1 service, provide the following service request information: Equipment Information Product Manufacturer - AltiGen Communications, Inc.
Page 195: Service Parameters For Pri
Board Configuration Wire: 4 wires 800 Service: you decide Termination Impedance - 100 ohms Type of Registered Services Provided BN 1.544 Mbps SF without power DN 1.544 Mbps SF B8ZS without power 1KN 1.544 Mbps ANSI ESF without power 1SN 1.544 Mbps ANSI ESF, B8ZS without power (recommended) Service Order Code SOC 6.0P AS.2 T1 Channel Assignment...
Page 196: Pri Service Request Information
Configuring the Triton T1/E1/PRI Board PRI Service Request Information 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 197: Service Parameters For E1
Board Configuration CSU/DSU Requirements The CSU (channel service unit) is a device used to connect a digital trunk line coming in from the phone company to the PBX. A CSU can terminate signals, repeat signals, and respond to loopback commands sent from the central office.
Page 198: Board Configuration
Configuring the Triton T1/E1/PRI Board E1 Channel Assignment Data Channels Assignment: 1st channel (channel ID 0) Channels Assignment: 17th channel (channel ID 16) Hunting: Most Idle, Least Idle, Ascend, Descend DNIS Digits: can be 3 to 10 digits CSU/DSU Requirements The CSU (channel service unit) is a device used to connect a digital trunk line coming in from the phone company to the PBX.
Page 199 Board Configuration • 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 7-24). • The Board Configuration button invokes a configuration dialog box. Figure 8. Triton T1 Configuration dialog box Figure 9.
Page 200: Triton T1 Configuration - Triton T1/Pri/E1 Dialog Box
Configuring the Triton T1/E1/PRI Board File Name. The Operating mode is automatically displayed as T1/ PRI or E1/PRI. • The Span Info window displays the Total Number of Spans on the board and the status of the span in the Span Info window. To reset the span, click the Reset Span button.
Page 201 Board Configuration Figure 11. Triton E1/PRI Configuration dialog box AltiContact Manager Administration Manual 6-19...
Page 202: Reading The Status Messages
Configuring the Triton T1/E1/PRI Board Figure 12. Triton E1/PRI Configuration Dialog Box Reading the Status Messages If the span is working, the Status line displays OK. This status line is updated every 3 seconds. If there is an error, a message is displayed. The following table lists the types of error messages and the appropriate actions.
Page 203 Board Configuration Table 1: Span Status Error Messages Error Message Meaning Action Layer 1 failure, physi- Check T1/PRI cable L1 failure: <No cal layer; LOS = Ana- and change if neces- Signal (LOS)> log Loss of Signal sary. If cable is okay, CO is not sending any signal.
Page 204 Configuring the Triton T1/E1/PRI Board Table 1: Span Status Error Messages Error Message Meaning Action Layer 2 failure, data Check if D-channel is L2 Failure: <No link layer; no sync flag active or not Sync Flag> has not been detected in data link layer Layer 2 failure, data Check if the data link...
Page 205 Board Configuration Setting the Configurable Options • For T1, you can set the Frame Type to either SF or ESF. SF (Superframe Format) consists of twelve (12) consecutive frames. ESF (Extended Superframe Format) consists of twenty-four (24) consecutive frames. For E1/PRI, you can set the Frame Type to either No CRC or CRC4. CRC4 is embedded into sixteen (16) consecutive frames.
Page 206 Configuring the Triton T1/E1/PRI Board 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 207: Setting Up T1, Pri Or E1 Channels On The Triton T1/Pri Board
Board Configuration • If two AltiServ systems are connected back-to-back with a E1 span, the System Clock Master check box must be checked for only one of the T1 boards. • If two E1 boards in the same AltiServ system are connected back-to- back with an E1 span, the System Clock Master check box must be checked for the E1 board that has not been designated by the MVIP setting as the system’s master clock to drive the MVIP bus.
Page 208 Configuring the Triton T1/E1/PRI Board Figure 13. T1/PRI Protocol Configuration window Figure 14. PRI Protocol Configuration window 6-26 AltiContact Manager Administration Manual...
Page 209 Board Configuration Figure 15. E1 Protocol Configuration window The CH -> Type list displays the channel types. 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.
Page 210 Configuring the Triton T1/E1/PRI Board The top four settings are used for a connection to a CO switch: • AT&T 4ESS PRI • AT&T 5ESS PRI • NT DMS-100 PRI • NI-2 PRI (default) The bottom four settings are used for a PRI tie trunk configuration where two AltiContact Manager systems are connected back to back.
Page 211 Board Configuration • Regular ISDN PRI - select this option to indicate 23B+D ISDN PRI span and to designate the last channel as the D channel. • Custom ISDN PRI - this option is not available. • Enable Tie Trunk - check this box to enable a tie trunk. Tie trunks must terminate to a system also configured as a tie trunk.
Page 212 Configuring the Triton T1/E1/PRI Board • 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. • 7-digit Numbers - for calls placed within the local area that do not require an area code or a 1 prefix.
Page 213 Board Configuration — Service - only sends SERVICE message; puts channel in ready state when SERVICE ACK (acknowledgement) response is received from CO. — Restart and Service - (default setting) sends both RESTART and SERVICE message; puts channel in ready state when RESTART ACK and SERVICE ACK is received from CO.
Page 214: Installing A Channel Service Unit (Csu) To The Triton T1
Configuring the Triton T1/E1/PRI Board Installing a Channel Service Unit (CSU) to the Triton T1 or T1/E1/PRI Board The channel service unit is a device used to connect a digital trunk line coming in from the phone company to the PBX. A CSU can terminate signals, repeat signals, and respond to loopback commands sent from the central office.
Page 215 Board Configuration AltiContact Manager provides basic troubleshooting information in the T1 Span Configuration window, described in “Triton T1 Configuration - Triton T1/PRI/E1 Dialog Box” on page 6-18. Several diagnostic tools are available that can help troubleshoot these situations, such as a T1 watcher (“T-Berd”) or a multimeter. For more information, check the Communication Technology Corp.
Page 216 Configuring the Triton T1/E1/PRI Board 6-34 AltiContact Manager Administration Manual...
Page 217: 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 218 Figure 1. Trunk View window However you open the Trunk Configuration window, the General tab appears. Figure 2. General tab, Trunk Configuration 7-2 AltiContact Manager Administration Manual...
Page 219: Selecting Trunks To Set Attributes
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 220 Setting General Trunk Attributes • Area Code - The local area code for each trunk. Enter a three-digit area code. If left blank, the trunk assumes the home area code defined in the General tab of the System Configuration window. This configuration is for each trunk in the system and will negatively affect features such as Zoomerang if the area code is not configured properly.
Page 221 Trunk Configuration Important: When accessing an outside number from voice mail, dialing 911 will not go through if only E-911 trunks are available. • Phone Number - The phone number, without the area code, assigned to the location. If the wiring changes and a new phone number is assigned to the location, you must update the information in this field.
Page 222: Quantum Trunk Properties
Quantum Trunk Properties • Holiday Profile - A holiday profile can be assigned to a trunk. The drop- down list selection is based on settings configured in the Holiday page of System Configuration (see “Routing Calls on Holidays” on page 5-12) •...
Page 223 Trunk Configuration Note that you can use Apply to... on this dialog box to apply changes to other trunks of the same type. See “Configuring One or Multiple Trunks” on page 7-3. AltiContact Manager Administration Manual...
Page 224 Quantum Trunk Properties 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 225: Triton Analog Trunk Gs/Ls Properties
Trunk Configuration 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 226 Triton Analog Trunk GS/LS Properties Figure 4. Triton Analog Trunk GS/LS Properties window Note that you can use Apply to… on this dialog box to apply changes to other trunks of the same type. Parameter Description Interface Type Select the type of trunk that will interface with this trunk channel: •...
Page 227 Trunk Configuration 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. When a trunk interface impedance is greatly mismatched with the CO analog line, it may result in static noise and echo heard by IP phone users.
Page 228 Triton Analog Trunk GS/LS Properties Parameter Description Enable Answer Enables a timeout period of 2 seconds (for ignoring Debounce (Incoming) false CO disconnect signal), after answering an incoming call. Loop Break Duration Disconnects signal if CO breaks loop current. You (ms) can set the duration from 200 to 1000 ms.
Page 229: Performing Impedance Match On Your Own
Trunk Configuration Parameter Description Rx Level at 600 Ohms The Rx Level measurement at 600 Ohms, obtained by clicking the Test Rx Level button. See Test Rx Level button, below. Test Rx Level button Tests the receiving level of the trunk channel on a call to your local CO’s Milli-Watt Test Number after you set the Impedance parameter to 600 Ohms and the Rx Gain to 0dB.
Page 230 Triton Analog Trunk GS/LS Properties displayed, with information relevant to this trunk: Figure 5. Match Impedance dialog box The Impedance parameter setting in the main dialog box is changed to the best match selection, and the measurement for noise and returned echo is performed with this impedance setting.
Page 231: Measuring The Rx Level Of A Trunk Channel
Trunk Configuration The Match Result Button Clicking the Match Result button shows you the result you got the last time you clicked the Match Impedance button for that trunk. The following dialog box is displayed: Figure 6. Impedance Match Result dialog box Measuring the Rx Level of a Trunk Channel In order to perform this test, you need to obtain the local CO’s Milli-Watt Test Number from your CO.
Page 232: If You Need To Improve The Rx Level
Triton Analog Trunk GS/LS Properties Click the Test Rx Level button. When the test is complete, the Test Rx Level dialog box is displayed: Click OK. The Rx Level measurement is displayed in the Diagnosis section of the main dialog box. If you call your local CO’s Milli-Watt Test Number, the acceptable range for Rx Level should be between -6dB and -3 dB, with -5dB being ideal.
Page 233: If You Don't Have The Milli-Watt Test Number
Trunk Configuration If You Don’t Have the Milli-Watt Test Number If you don’t have the local CO’s Milli-Watt Test Number, you can follow the steps below to measure the line loss when calling two local trunks: Copy \AltiServ\Phrases\Lang1\phrase9900 to \AltiServ\Phrases\LangCustom folder. Rename it an unused phrase name, for example, phrase0990 (the number must be less than 1000).
Page 234 Triton Analog Trunk GS/LS Properties Set the Timeout to Repeat Current Level. Figure 8. Setting Timeout to Repeat Current Level Set trunk In Call Routing of the tested trunks to this IVR. Figure 9. Setting trunk In Call Routing to an IVR Call from one trunk to another one.
Page 235 Trunk Configuration a) Go to VoIP Board configuration and click the Advance button. b) Set the Transmitting gain to IP Extension to 3 for the Triton Analog Trunk. (Do NOT change the gain in the trunk property of the Triton Analog Trunk Board, since it may impact the echo canceller performance.) •...
Page 236: Triton Voip Trunk Configuration
Triton VoIP Trunk Configuration Triton VoIP Trunk Configuration To configure a Triton VoIP channel, select a Triton VoIP channel from the trunk channels list in the Trunk Configuration window, then click the Trunk Properties button or double-click the list entry to view the Triton VoIP Trunk Line Configuration dialog box.
Page 237 Trunk Configuration Parameter Description Enable AltiServ NAT In the case where ACM is behind NAT, this NAT Support for H.323 support feature allows ACM to make H.323 IP calls through NAT, even when the NAT router does not support H.323. When this option is selected, the following check boxes are enabled in the NAT Support field: •...
Page 238: Rtp Configuration
Triton VoIP Trunk Configuration RTP Configuration The second configuration section for Triton VoIP is RTP Configuration, with the following settings: Parameter Description Codec By default, G.711 (provides toll quality digital voice encoding), G.723/G.729 (uses low rate audio encoding to provide near toll quality performance under clean channel conditions) and G.723/G.729 codecs are automatically enabled.
Page 239 Trunk Configuration Parameter Description G.711/G.723/G.729 Indicates the delay, in milliseconds, used to buffer Jitter Buffer Range G.711/G.723/G.729 voice packets received from the (ms) IP network. Voice packets sent over the IP network may incur different delays due to network load or congestion.
Page 240: Triton T1/Pri Trunk Properties
Triton T1/PRI Trunk Properties Triton T1/PRI Trunk Properties To configure a Triton T1/PRI channel, select a Triton T1/PRI channel from the trunk channels list in the Trunk Configuration window, then click the Trunk Properties button or double-click the list entry to view the Triton T1/E1 Configuration dialog box.
Page 241 Trunk Configuration Parameter Description Protocol You can set Protocol to one of the following: • E&M Wink Start (default) • E&M Immediate Start • Ground Start • Loop Start For signaling from one board to another, only FXS (Foreign Exchange Subscriber) is supported. Loop Start and Ground Start protocols cannot be used for interfacing between two boards.
Page 242 Triton T1/PRI Trunk Properties Parameter Description Incoming Select up to five incoming symbols to collect from the sequence Caller ID or DID digits: • None • # • * • # or * • Caller ID • DID/DNIS Selecting ‘None’ in any field of the sequence will terminate the sequence and automatically disable subsequent entries in the sequence.
Page 243: Caller Id And Did Incoming Sequence Example
Trunk Configuration Caller ID and DID Incoming Sequence Example The following is an example of a Caller ID and DID/DNIS incoming sequence window. Figure 12. Incoming Sequence window When a call comes in, the system tries to match the incoming sequence to either the first or second Incoming Sequence Digit String sequence.
Page 244: Incoming Call Routing
Incoming Call Routing Incoming Call Routing To set incoming call routing for a trunk, select the trunk on the General tab, then click the In Call Routing tab in the Trunk Configuration window. The trunk location appears in the title bar. Figure 13.
Page 245: Web Ip Calls
Trunk Configuration Web IP Calls For web IP calls, you can set routing for the three time periods defined in the System Configuration Business Hours tab (“Setting Business Hours” on page 5-10): • During Business Hours • Outside Business Hours •...
Page 246 Outgoing Call Blocking If you select Outside Calls Allowed According to The Following Schedules, you can then use the Schedule 1, 2, and 3 options to set up to three different time periods during which calls are allowed. You can use Apply to…...
Page 247: 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 248: Setting Message Notification Retries
Managing Messages Figure 1. Messaging tab, 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 249: 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 250: 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 251: Synchronizing E-Mail With Exchange
Voice Mail Configuration Synchronizing E-mail with Exchange Parameter Description Synchronize with Before selecting this option to use an 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.
Page 252: Defining A Distribution List
Creating Distribution Lists Figure 2. Voice Mail Distribution List tab, Voice Mail Configuration Defining a Distribution List On the Distribution List tab, 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 253: Voip Configuration
H A P T E R VoIP Configuration An IP Dialing table and VoIP Codec attributes are set using the VoIP Configuration window. To access the VoIP Configuration window: • Select the System Management menu, then select VoIP Configuration…, or •...
Page 254: 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 255: Setting The Location Id Digit Length
VoIP Configuration Figure 1. IP Dialing Table tab, 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 256 Defining an IP Dialing Table Define the attributes for the entry: Parameter Description Location ID A unique dialing number to connect to the remote location. The length of the number is of course the Location ID Digit Length described in “About the Location ID Digit Length”...
Page 257: Setting Voip Codecs
VoIP Configuration Setting VoIP Codecs The default codec for static IP extensions is G.711 with 64 kbps for voice packets. This is appropriate for lease lines or high-speed connections. The default codec for dynamic IP extensions is G.723 with 6.3 kbps. This is appropriate for internet connections.
Page 258 Setting VoIP Codecs Figure 2. VoIP Codec Configuration tab, VoIP Configuration Parameter Description System Preferred Use the drop-down list to select the preferred codec Codec (G.723/G.729) for the system’s VoIP configuration, either G.723.1 or G.729. Note: AltiWare always uses the same code on both transmit and receive directions.
Page 259 VoIP Configuration Parameter Description G711 IP Ranges Lists the G.711 dynamic IP addresses or address ranges you have created in the Add IP Codec Setting dialog box, described below. By default, the ranges for private IP addresses are already added: 10.0.0.0 - 10.255.255.255 172.16.0.0 - 172.31.255.255 192.168.0.0 - 192.168.255.255...
Page 260 Setting VoIP Codecs You cannot use the minimum and maximum values (0.0.0.0. and 255.255.255.255). Click OK. Repeat these steps for every range or value you wish to make available for users of IP extensions with dynamic addressing. Setting Ranges and Values with the 30-Port IP Board If you do not have 12-Port IP boards in your system, and only have a 30- Port IP board, you must configure the system to use G.711 only.
Page 261: Network Configuration Guidelines For Voip
VoIP Configuration Network Configuration Guidelines for VoIP Real-time applications such as voice communications require a networking environment that meets certain requirements to deliver and maintain good voice quality. The following network configuration guidelines are highly recommended when using AltiWare’s VoIP features. ISP/Intranet Quality of Service (QoS) •...
Page 262: Wan Router Configuration
Network Configuration Guidelines for VoIP • If you have heavier data applications running concurrently, the bandwidth reserved for data traffic should be increased. • If your router supports multilink or TCP fragmentation, configure your WAN router to user smaller packet sizes, e.g. 500 bytes. WAN Router Configuration •...
Page 263: Of Ip Phones
VoIP Configuration • 172.16.x.x to 172.32.x.x • 192.168.x.x — You are able to connect to the Internet directly WITHOUT using a proxy server. • Contact your router/firewall vendor to obtain a software update for your networking equipment, or obtain routable address space from your Internet provider.
Page 264: Configuration Guidelines For Nat
Configuration Guidelines for NAT Configuration Guidelines for NAT Note: This section only applies to Alti-IP 600 phones or IP Talk integrated with AltiView. For third party IP Phones, refer to AltiGen’s NAT Application Note. The following section discusses the use of NAT (Network Address Translation) with AltiContact Manager’s IP functionality.
Page 265: Altigatekeeper Installation
VoIP Configuration AltiGatekeeper Installation When installing AltiGatekeeper, the installation will require information in the following dialog box. Figure 5. AltiGatekeeper Configuration Tool configuration window Note: The user can change this configuration later by running the program CONFIGTOOL.EXE in the AltiGatekeeper installation directory.
Page 266: Nat
Configuration Guidelines for NAT as GKIP — “Gatekeeper’s IP address.” In gateway mode, you should specify which gateway you want this IP phone to connect to. Thus, you will need to give the phone the IP address of the gateway, referred to as GWIP —...
Page 267 VoIP Configuration Remote IP Phone Connecting Through DSL or Cable Modem Figure 6. 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 268 Configuration Guidelines for NAT Public Network Configuration (AltiWare with Public IP Address) Figure 7. AltiWare with Public IP Address Figure 2 shows a network layout in which AltiWare and AltiGatekeeper 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 269 VoIP Configuration The AltiWare and AltiGatekeeper are installed and running on the same host with public IP address 169.254.101.2. When installing AltiGatekeeper, configure as follows: For Public Address: Redirect Address: 169.254.101.2 Enable Private Access: Disabled For Private Address: N/A The public IP address of Router 2 should be configured as the IP address of this IP extension in AltiWare for IP Phone 3.
Page 270 Configuration Guidelines for NAT When remotely configuring IP Phone 4, you should set up the GKIP or GWIP based on the gatekeeper/gateway mode. In this case, AltiGatekeeper’s/AltiWare’s IP address are the same, which is 169.254.101.2. For an H.323 IP Call from Another AltiWare on Internet: Another AltiWare can make a H.323 IP call to this AltiWare by calling the IP address 169.254.101.2.
Page 271 VoIP Configuration Router 1 is a NAT router. The local IP phones, IP Phone 1 and IP Phone 2, use the private IP addresses 192.168.1.100 and 192.168.1.101, respectively. There are two remote IP phones: IP Phone 3 with a private IP address 192.168.2.100 connects to the Internet via Router 2, which must also support NAT.
Page 272 Configuration Guidelines for NAT When configuring remote IP Phone 3, you should set up the GKIP or GWIP based on the gatekeeper/gateway mode. In this case, AltiGatekeeper’s/AltiWare’s IP address are the same, which is Router 1’s public IP address — 169.254.56.169. Note that only ONE (1) IP phone can be behind the NAT and connect to the AltiWare through the NAT.
Page 273 VoIP Configuration Private and Public Network Configuration (AltiWare with Both Private and Public IP Addresses) Figure 9. 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, NAT is not required in the local network.
Page 274 Configuration Guidelines for NAT • AltiWare and AltiGatekeeper The AltiWare and AltiGatekeeper are installed and running at the same multi-homed host with private IP address 192.168.1.2 and public IP address 169.254.101.2. When installing AltiGatekeeper, configure as follows: For Public Address: Redirect Address: 169.254.101.2 Enable Private Address: Enabled For Private Address: —...
Page 275 VoIP Configuration • IP Phone 3 When configuring remote IP phone 3, you should set up the GKIP or GWIP based on the gatekeeper/gateway mode. In this case, AltiGatekeeper’s/AltiWare’s IP address are the same, which is 169.254.101.2. Note that only one (1) IP phone can be behind the NAT and connect to the AltiWare through the NAT.
Page 276 Configuration Guidelines for NAT VPN Network Configuration (Connecting to AltiWare with VPN) Figure 10. AltiWare with VPN In a small branch office, there are more than one IP phones with private IP addresses that require connection to AltiWare. Due to fact that NAT only allows one IP phone behind it, a VPN solution can be used to meet this requirement.
Page 277 VoIP Configuration address 192.168.1.100 and 192.168.1.101. And the three remote IP phones, IP Phone 3, IP Phone 4 and IP Phone 5, connect to the branch office network with private IP addresses 192.168.2.100, 192.168.2.101 and 192.168.2.102, respectively. Setup For the Corporate LAN: •...
Page 278 Configuration Guidelines for NAT • WAN Bandwidth - should be greater than the aggregate of maximum VoIP session bandwidth usage. Each G.711 codec requires 17 Kbps and each G.723.1 codec requires 85 Kbps. • QoS - if the IP WAN network provides QoS (Quality of Service), it should be configured to honor VoIP RTP packet transmission.
Page 279: Firewall Considerations
VoIP Configuration Remote Security Gateway: 169.254.56.159 (specifies the public IP address of the (Router 1’s public IP corporate VPN-enabled gateway) Address Firewall Considerations If you are using a firewall in the AltiWare environment, the following are the network ports used: Client Server AltiWare DCOM...
Page 280: Setting Up H.323 Traffic Forwarding For Nat
Setting up H.323 Traffic Forwarding for NAT a. It is recommended that this be run only in an intranet. b. N=49152+ (62*number of boards)–1 Setting up H.323 Traffic Forwarding for NAT When you configure the H.323 NAT router, it can forward the IP traffic to a specified private IP address based on the destination port in the TCP/IP or UDP packets.
Page 281: Altiware Nat Support Feature
VoIP Configuration AltiWare NAT Support Feature AltiWare’s NAT support feature makes it possible to make H.323 IP calls through a NAT with or without H.323 support. When you use AltiWare with NAT, first you need to find out if the NAT router supports H.323. After you set up the H.323 traffic forwarding (according to “Setting up H.323 Traffic Forwarding for NAT”...
Page 282: Altigen Ip Phone Nat Support Feature
Setting up H.323 Traffic Forwarding for NAT Enable the H.323 Cross NAT Support Enable check box and then enter the NAT router’s public IP address in the NAT Mapped Public Address field. If you have the local IP phone, which is in the same private network with AltiWare, enable the Use Private Address in Private Network check box;...
Page 283: Setting Up An Alticontact Manager-To-Alticontact Manager Ip Network
VoIP Configuration 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 284 Setting Up an AltiContact Manager-to-AltiContact Manager IP Network Configure the dialing plan for connection to remote AltiContact Manager systems on the IP Dialing Table tab 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 285: 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 286: 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 287 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 288: 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 289: About Call Routing And 911 Calls
Out Call Routing Configuration Click the Default Routes tab in the Out Call Routing Configuration window to display default routes. Figure 3. Default Routes tab, 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 290: Setting Dialing Pattern Routing
Setting Dialing Pattern Routing Setting Dialing Pattern Routing You can use the Dialing Pattern tab to create or disallow routing for specific dialing patterns. As noted in “About Restricting Outgoing Calls” on page 10-1, there are three AltiContact Manager functions to restrict outcalls, of which the Call Restriction setup of System Configuration takes precedence.
Page 291 Out Call Routing Configuration Adding a Dialing Pattern Definition 1. Click Add to open the Add an entry dialog box. 2. Type in a Prefix number, select the pattern length, then click OK. Note: The pattern length tells the system to wait for n number of digits to be dialed before executing the route or disallowing the call.
Page 292 Setting Dialing Pattern Routing Example: 10-Digit Dialing A sample use of dialing patterns is enabling 10-digit dialing, which some geographical areas require. Normally, AltiContact Manager prepends a “1” to 10-digit numbers when users use single-click calling features such as zoomerang or calling from a Contacts list in AltiView or a TAPI-enabled application.
Page 293 Out Call Routing Configuration To reduce dialing delay: In the Number Plan page of System Configuration, select a digit for route access. In the Route Definition page of Out Call Routing Configuration, add a route definition entry for en-bloc and assign the member en-bloc trunk(s).
Page 294 Setting Dialing Pattern Routing 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. 10-10 AltiContact Manager Administration Manual...
Page 295: Ivr Configuration
H A P T E R 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.
Page 296: Example: Ivr Planning
Example: IVR Planning 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...
Page 297: Adding Ivrs
IVR Configuration 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 11-4. 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 298: Editing Ivrs
Editing IVRs 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 299: Configuring Menu Items
IVR Configuration Configuring Menu Items For any menu item you want to use, you make an action assignment. If you want the assignment to expand the menu to the next level, choose the assignment, Level—Expand Tree. To make an assignment, select a menu item in the menu tree at the left, then configure it using the entries at the right.
Page 300 Editing IVRs • Prompt—select the prompt number that is to be played for incoming calls. 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.
Page 301 IVR Configuration Table 12. IVR Actions Action Description Call - Dial By Name Prompts the caller to enter the name (first, or last, or both in any order) of the person they wish to speak with and dials the extension that matches the name. Callers may enter just the first letter of the last name to hear a list of all users with last names that begin with the letters entered.
Page 302: Collecting Digits
Editing IVRs Collecting Digits When you select the Adv. - Collect Digits action, the caller is prompted to enter more digits. Once a minimum number of digits are entered, the system proceeds to open a single item expansion of the Adv. - Collect Digits action.
Page 303: Making Ivr Assignments
IVR Configuration • Max. Length—the maximum length of digits to be collected. • PSTN Call Inter-Digit Timeout—the length of time the system will wait between collecting of digits before timing out. • Inter-Digit Timeout after Max Length—the length of time the system will wait after the maximum length of digits is collected.
Page 304: Using Pre-Recorded Prompts
Phrase Management This section covers information using pre-recorded phrases, recording custom phrases, and using professionally recorded phrases. Using Pre-Recorded Prompts AltiWare provides ready-to-use pre-recorded phrases. Phrase 0001 is the default IVR greeting at the root menu level. Phrases 0291 through 0297 are phrases used for group queue prompts.
Page 305: Using Professionally Recorded Phrases
IVR Configuration 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 306 Phrase Management • If you are using a studio other than Worldly Voices, the conversion utility is available from AltiGen’s Support Web site at http:// support.altigen.com. This utility allows you to convert an audio file recorded at either 8KHz or 11.025KHz in the WAVE format to an AltiWare playable audio file.
Page 307: 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 on the tabs of the CallCenter Configuration window.
Page 308: 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 tab, CallCenter Configuration Adding and Deleting Caller ID Route Entries To add entries to the Caller ID routing table, click the Add button.
Page 309: 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 tab. You can edit any of these attributes. For each number, you can set routing for three distinct time periods defined in the Business Hours tab (see “Setting Business Hours”...
Page 310: Adding And Deleting Dnis Route Entries
DNIS Routing Note: DNIS supports only incoming T1, PRI, and analog DID trunks, and in the case of T1 and PRI, DNIS works with incoming trunks that are not set up as tie trunks. In order to locate an entry in the DNIS table for an incoming call, a full match is required.
Page 311: Defining The Routing
CallCenter Configuration The number and name entries have the following requirements: • The DNIS Number must be devoid of all characters except the numbers 0–9 (the hyphen is not accepted in this dialog box). For example, 2529876 is a good entry, but 252-9876 is not. •...
Page 312: Agent Logout Reason Codes
Agent Logout Reason Codes • Call Priority—when enabled, allows you to assign a call priority from 1 - 9 that will be associated with the DNIS entry. The highest priority is 1, the lowest priority is 9. Incoming calls will retain this priority. Agent Logout Reason Codes In a workgroup environment, logout reason codes allow agents to specify why they are signing off from the workgroup, and the manager can view...
Page 313 CallCenter Configuration To define reason codes, type the associated reason into the text box next to the code you want to associate with the reason. AltiContact Manager Administration Manual 12-7...
Page 314 Agent Logout Reason Codes 12-8 AltiContact Manager Administration Manual...
Page 315: Call Recording Configuration
H A P T E R Call Recording Configuration AltiContact Manager provides a system-wide, voice call recording feature. Note: Call recording options for specific extensions/workgroups can be set up on the General tab of Extension Configuration and Workgroup Configuration, respectively. To configure system-wide voice recording, select CallCenter Management...
Page 316 described in “Setting the Destination Folder for Centralized Recording” on page 13-2. Select Extension Based Recording or Trunk Based Recording. Note: Extension Based Recording and Trunk Based Recording are mutually exclusive. They cannot be mixed. Select the Allow Supervisor to Monitor, Barge-In, and Record Agent’s personal call check box, if desired.
Page 317 Call Recording Configuration From the desktop, select Map Network Drive from the Tools menu. Figure 2. Map Network Drive In the Map Network Drive dialog box, click the Sign up for online storage or connect to a network server link. Figure 3.
Page 318 This invokes the Add Network Place Wizard. Figure 4. Add Network Place Wizard Click Next. You’ll see the screen below: Figure 5. Add Network Place Wizard 13-4 AltiContact Manager Administration Manual...
Page 319 Call Recording Configuration Click Choose another network location and click Next. The following screen is displayed: Figure 6. Add Network Place Wizard - Internet/Network Address Type the address of the Web site, FTP site, or network location in the field, for example,”\\Goldbar\business”; or use the Browse button to locate the destination path.
Page 320 Type in a name for the network place and click Next. A confirmation screen appears: Figure 8. Confirmation screen Click Finish. The network place you created should appear on the desktop. Figure 9. Network Place Created 13-6 AltiContact Manager Administration Manual...
Page 321 Call Recording Configuration In the Recording Configuration window, use the Browse button to select the network place as the destination folder. Figure 10. Recording Configuration Window AltiContact Manager Administration Manual 13-7...
Page 322 13-8 AltiContact Manager Administration Manual...
Page 323: Extension Configuration
H A P T E R Extension Configuration There are two types of extensions: • Physical Extensions are associated with a physical port and device, usually a telephone set. This is what most users think of as an extension. • Virtual Extensions are not associated with a physical port.
Page 324 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 extension configuration by selecting an extension on the General tab, then clicking another tab to work on the settings on those tabs.
Page 325: Setting Up Extensions
Extension Configuration Setting up Extensions The Extension Configuration General tab provides for creating extensions and establishing their basic attributes. The General tab is the default tab displayed when you open the Extension Configuration window. If you’re viewing another Extension Configuration tab, you can click the General tab to display it.
Page 326: Adding New Extensions
Setting up Extensions Adding New Extensions To add a new extension: Click the Add button in the General tab. 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 extensions, and it must be the length assigned to extensions, both of which are set on the Number Plan tab in System Configuration as described in “Setting a System Number Plan”...
Page 327 Extension 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. Note: Only letters can be used for these fields. Inputting numbers or symbols (such as “#”, “*”, “/”, “-”...
Page 328 Setting up Extensions Note: Please note the following information regarding Caller ID when using particular phones. • Some phones (such as Nortel) can only display up to 12 digits for the Caller ID. • The Alti-IP 600 Phone can support up to 16 digits in the Caller ID display.
Page 329: Forced Account Code
Extension Configuration • Enable Intercom—select this box to enable the intercom call feature for this extension. Pressing #93 allows the user to make an intercom call to another intercom-enabled extension. Note: Intercom is only available for extensions on Triton Analog Extension Boards and AltiGen IP Phone Extensions.
Page 330: Changing The Extension Location Or Type
Setting up Extensions • Auto Record to central location—records all calls, which are saved to a centralized location (defined in Recording Configuration on the CallCenter Management menu - see page 13-1); this option requires a Recording Seat license to be available. Note: This option also gives the agent/extension the ability to record on demand, if no call is being recorded.
Page 331: Setting An Ip Extension
Extension Configuration You can change a Virtual extension to a Physical one, and vice versa. If you change the type to physical, you can also set the location and configure the line as discussed in the subsequent paragraphs. Changing the Location When you create a physical extension, you assign it a location or you accept an automatically assigned location.
Page 332: Setting The Line Properties
Setting up Extensions 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.
Page 333 Extension Configuration Quantum Line Properties If you select a Quantum board extension and click Line Properties, you’ll see the Quantum Line Properties dialog box. Note that you can use the Apply to… button to apply these hardware settings to one, some, or all ports on the board.
Page 334 Setting up Extensions Parameter Description Caller ID Signal Message format with which to send Caller ID Format information: • None • SDMF—Single Data Message Format for supporting and sending a single data type, such as phone numbers. • MDMF—Multiple Data Message Format for supporting and sending multiple data types, such as name and number information.
Page 335 Extension Configuration 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 336: Feature Profile
Setting up Extensions 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 337: Phone Display Options
Extension Configuration 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 338: Setting Up Groups
Setting Up Groups In AltiAgent, click the Call Memo button. The Memo dialog box opens. In the Memo field, enter DISP= and follow that with your text (for example, DISP=new customer) in the Memo field. DISP (for “display”) is case-insensitive and supports only inbound trunk calls. Alti-IP 600 Phone Display Notes For the Alti-IP 600, the Name Line displays caller information under the following conditions:...
Page 339 Extension Configuration To open the Agent Extension view on the Group tab: Select the Virtual or Physical extension number from the Agent/ Supervisor/Extension list on the Extension Configuration General tab. Click the Group tab. The Agent Extension view on the Group tab is displayed, with the agent extension number appearing in the window title bar.
Page 340: Setting Wrapup Time
Setting Up Groups Setting Wrapup Time In the Extension view, you can set the Wrapup Time for the selected physical agent extension. This option doesn’t appear for a virtual extension or a non-agent extension. Wrapup time is a system delay before routing the next call to the extension, and it gives the agent time to finish up with notes, prepare for the next call, log out of the huntgroup, or hit the “Wait”...
Page 341: Setting Up Station Speed Dialing
Extension Configuration Logging Outbound Workgroup Calls In the Extension view, you can assign an agent to an outgoing workgroup, which is useful for call detail reporting and workgroup statistics. All calls made by the agent while logged into the workgroup will be tracked as calls from the workgroup.
Page 342 Setting up Station Speed Dialing Figure 6. Speed Dialing tab, Extension Configuration Editing Speed Dial Entries To add or edit an entry: Double-click the Station Speed ID number you want to work with, or select the number and click Edit. Or click Add to add an entry. A dialog box appears: Select the ID number using the drop-down arrow, type in a name for the Speed Dial entry, then the full number as you would dial it, with a...
Page 343: Setting The Mailbox Options
Extension Configuration prefix), followed by 408 (area code), and finally the seven digit telephone number. Valid digits include 0 through 9, #, *, and (,) comma. The comma represents a one (1) second pause. Note: You can use Apply to to apply speed dialing numbers to one, some, or all physical extensions.
Page 344: 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 345: Setting Message Playback Options
Extension Configuration — Delete Messages after Forward — Keep the Messages as New — Keep Messages as Saved Further, if you enable mail forwarding, you can use the check boxes whether you want to Forward Email, Forward Voice Mail, or both. Setting Message Playback Options You can use the following checkboxes to turn on or off options for listening to playback of recorded messages.
Page 346: Press "0" Option
Setting Message Notification Options Press “0” Option This option allows a caller to press “0” while listening to this extension’s greeting. Use the drop-down list to select one of the following forwarding destination for the call: Voice Mail, IVR, Extension, Group, Operator (default), Outside Number, Application Extension, Line Park or Paging Trunk.
Page 347: Setting The Message Types For Notification
Extension Configuration Figure 8. Notification tab, 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 14-2 for more information on using Apply to.
Page 348: Emergency Notification
Setting Message Notification Options Important: If Urgent Voice Messages Only is selected and notification schedule is set to Non-Business Hours, if the extension receives an urgent message that is received and not listened to during normal business hours, the system will perform notification as soon as the system enters non-business hours.
Page 349: Setting Notification Timing
Extension Configuration Note also the following considerations: • Using the Phone option, see “Outcall to Cellular or PCS Phone Numbers” on page 14-27. • For the Pager option, the system calls the specified pager number and then dials the system main number (as set in System Configuration, General tab), which is then displayed on the user’s pager.
Page 350: Setting Notification Business Hours
Configuring Calling Restrictions Setting Notification Business Hours You can choose one of three options for when the extension user is to be notified of new messages: • Non-Business Hours—notification only during non-business hours. Business hours are set in System Configuration, Business Hours tab (“Setting Business Hours”...
Page 351: Setting Call Restriction Options
Extension Configuration Figure 9. Restriction tab, Extension Configuration Note: You can use Apply to to apply call restriction settings to one, some, or all extensions. See “Apply To Button” on page 14-2 for more information on using Apply to. Setting Call Restriction Options You can use one of the following options in setting restrictions on an extension or on multiple extensions using Apply to.
Page 352: Setting Other Call Restrictions
Setting Answering Options • Allow Internal/Local Calls AND Restrict Other Calls by Disallowing Certain Prefixes—disallows calls to outside numbers with prefixes you specify in the Prefixes Disallowed boxes. Include all relevant prefix numbers, for example, starting with 1 + prefix. Setting Other Call Restrictions You can allow or restrict two other types of calls by using the following check boxes.
Page 353 Extension Configuration You can use Apply to to apply call restriction settings to one, some, or all extensions. See “Apply To Button” on page 14-2 for more information on using Apply to. However, since the available options vary with the type of extension, you can only apply the choices to the same type of extension.
Page 354: Forwarding All Calls
Setting Answering Options 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 355 Extension Configuration • To an Outside Number—this option is available if it is allowed in the Other Call Restrictions option in the Restriction tab, as discussed in “Setting Other Call Restrictions” on page 14-30. Also, see “Outcall to Cellular or PCS Phone Numbers” on page 14-27. If you choose Outside Number, select a trunk or route access code to use in the small drop-down list on the left, and type in the full prefix and phone number.
Page 356: Do Not Disturb
Setting Answering Options (even while the target phone is ringing). For an extension call, the wait time starts after connecting to the extension (it does not start from ringing). Note: Forwarding calls to a pager is possible but not recommended since callers will only hear what is heard when calling a pager and will not know to enter a return phone number unless instructed.
Page 357: Handling Unanswered Calls
Extension Configuration • Enable Single Call Waiting—sets up single call waiting. This feature gives an alert tone (audio beep) to indicate that a call is waiting. This feature must be enabled in order to conference incoming calls. • Enable Multiple Call Waiting—enables a “personal queue” of multiple calls waiting.
Page 358: Configuring One Number Access
Configuring One Number Access Enabling One Number Access This check box option is available to all extension types, but with qualifications: • It is available to physical extensions only when the Forward to Voice Mail option is selected. • It is not available when Forward to IVR or Forward to Extension is selected.
Page 359: One Number Access Options
Extension Configuration To configure ONA, select the extension number from the Agent/ Supervisor/Extension list, then click the One Number Access tab. Figure 12. One Number Access tab, 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, and so on, but only if the extensions are ONA enabled on the Answering tab.
Page 360: Call Screening
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 and AltiView. Disabling One Number Access You can disable ONA for the extension by clicking the Disable option.
Page 361: Specifying Forwarding Numbers
Extension 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 362: Configuring A Monitor List
Setting Up Monitor Lists Restrictions and Defaults • Monitoring is effective for physical and virtual extensions; physical and virtual extensions have monitoring rights, and can be monitored. If you place a physical or virtual extension in a Monitor List, that extension will show in the client user’s Change Monitor window.
Page 363: Feature Tips
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. Click Remove.
Page 364 Feature Tips Create a new DWORD Value (select DWORD Value from the New option under the Edit menu) called FeatureTipEnabled. Set the Value data to 0 to disable Features Tips. (Set the Value data back to 1 to enable Feature Tips again.) Open the System Configuration window of AltiContact Manager and click OK without making any changes in the data fields.
Page 365: 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 366 Apply to Button The Huntgroup Configuration window often allows 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 367: Setting Up Huntgroups
Huntgroup Configuration Setting Up Huntgroups The Huntgroup Configuration General tab provides for creating huntgroups and establishing their basic attributes. The General tab is the default tab displayed when the Huntgroup Configuration window is opened. If you are viewing another Huntgroup Configuration tab, click the General tab to display it.
Page 368: Establishing Basic Huntgroup Attributes
Setting Up Huntgroups 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 tab: To set up Group Information, type in the following: •...
Page 369: Setting Call Restrictions
Huntgroup Configuration 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. If the trunk number is not configured, the system main number is sent. • Enable Dial-By-Name Service—select this box to allow callers to search the extension list by employee name for this hunt group extension.
Page 370 Establishing Huntgroup Membership huntgroup, which provides for adding extensions to the selected huntgroup. If you select an extension from the Agent/Supervisor/Extension list on the Extension Configuration General tab, then click the Group tab, you open the Extension view of the Workgroup window, which provides for assigning workgroups to the selected extension and for setting wrap-up times.
Page 371: 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 tab of Huntgroup Configuration, then click the Group Member tab. The huntgroup pilot number appears in the window title bar.
Page 372: 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 15-5) to assign agent extensions as members of huntgroups. This method—selecting a physical or virtual extension from the Extension Configuration General tab, and then clicking the Group tab—provides an agent extension view of huntgroups.
Page 373 Huntgroup Configuration Adding or Removing Huntgroup Assignments To assign huntgroups to the selected physical or virtual extension: In the Agent Extension view on the Group tab, 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 374: 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 375: 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 376: Synchronizing With Exchange Server
Setting Huntgroup Mail Management 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. See “Setting E-mail Messaging Options” on page 8-4, and “Setting up an Exchange Server”...
Page 377: Setting Mailbox Playback Options
Huntgroup Configuration Setting Mailbox Playback Options You can use the following checkboxes to turn on or off options for listening to playback of recorded messages. These options apply to both new messages and saved messages, and they can be applied to multiple huntgroups using Apply to: Parameter Description...
Page 378: Setting Message Notification Options
Setting Message Notification Options Parameter Description Max Message Maximum length of voice messages in minutes. Length The range is 1–30 minutes, with a default of 5 minutes. Retention Length of Number of days saved messages are archived Saved Messages by the system. The range is 1–90 days, with a default of 60.
Page 379: 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 15-2 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 380: Setting Notification Timing
Setting Message Notification Options For the operator-assisted paging function, the operator phone number and the pager number must be entered in the <phone number>*<pager number> format. For example, if the phone number to call the pager operator is 7654321 and the pager number to page the user is 12345678, the notification outcall number that needs to be entered is 7654321*12345678.
Page 381: Setting Notification Business Hours
Huntgroup Configuration • Seconds after Answered—the delay (from 5 to 30 seconds) after a call is answered before the system sends the return phone number. Setting Notification Business Hours You can choose one of three options for when the extension user is to be notified of new messages: •...
Page 382: Handling Busy Calls
Setting Call Handling Options Figure 6. Call Handling tab, 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 383: Forwarding All Calls
Huntgroup Configuration • Line Park—if configured, select a Line Park group (configured in “Line Park Configuration” on page 19-1) from the drop-down list. 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.
Page 384: Handling Unanswered Calls
Setting Call Handling Options • To an Extension—select an extension number in the drop-down list. See “A 10-Hop Limit to Call Forwarding for Direct Calls” on page 15- • To a Group—select a group from the drop-down list. • To the Operator •...
Page 385: Setting Huntgroup Handling
Huntgroup Configuration • Member Voice Mail (huntgroup extensions only)— forwards the call to the voice mail for the extension that didn’t answer the call. • IVR—use the drop-down list to select an IVR to which to route the call. IVR settings are established in IVR in the Call Center Management menu.
Page 386: Group Rna Handling
Setting Call Handling Options have higher priority than other huntgroup calls. Therefore, if an agent belongs to multiple huntgroups, one of which has this option enabled, a call to that huntgroup will be picked up before others, regardless of its Wait Time in the queue. •...
Page 387: Setting Queue Management Options
Huntgroup Configuration • To the Operator • To Line Park—if configured, select a Line Park line (configured in “Line Park Configuration” on page 19-1) from the drop-down list. Setting Queue Management Options In the Queue Management tab of Huntgroup Configuration, you can set audio peripheral options—which greetings and updates to use as well as the update interval.
Page 388 Setting Queue Management Options 15-24 AltiContact Manager Administration Manual...
Page 389: 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 390: Creating A Workgroup
After you have created a workgroup, the second step is to use the Group Member tab to assign agents to the workgroup(s). Figure 1. General tab, Workgroup Configuration Creating a Workgroup To add a new workgroup, click the Add button on the General tab. The Add New Group dialog box opens.
Page 391: Establishing Basic Workgroup Attributes
Workgroup Configuration Establishing Basic Workgroup Attributes After you create a workgroup, you can set other basic attributes on the Workgroup Configuration General tab: To set the Personal Information: Type in the User Name, Password, DID, Tenant Group, and optional Description: •...
Page 392: Service Level Threshold
• Description—Optional descriptive information such as department name or workgroup office location. 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.
Page 393: Workgroup Recording Options
Workgroup Configuration The Service Level Calculations Options button opens the following dialog box, which allows you to calculate service level based on total call service level, answered call service level or your own customized option. Figure 2. Service Level Calculation dialog box In the Method Options field, select one of the following: •...
Page 394 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 395: Multimedia Support
Workgroup Configuration Multimedia Support The system administrator can enable queuing support for non-voice communications sent to a workgroup, such as e-mails and web calls. To activate this feature, check the Enable non-voice support checkbox and click the Setup button to invoke the Multimedia Workgroup Configuration dialog box.
Page 396: Establishing Workgroup Membership
Establishing Workgroup Membership — Supervisor Queue Control - when Allow Priority Change is enabled, this feature allows a workgroup supervisor to change call priority. • Queue Length Limit - use the up/down arrows to set the Maximum queue length. When the maximum queue length is reached, all new incoming calls will be discarded by the server.
Page 397 Workgroup Configuration Figure 4. Group Member tab, Workgroup Configuration Adding or Removing Members To add extension(s) to the selected workgroup: In the Group Member tab, 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 398: Automatic Log In/Out
Establishing Workgroup Membership List to open the Skill Level dialog box. (Skill Levels are defined in “Skill Setting Assignment” on page 16-13.) Figure 5. 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 399: Setting Business Hours
Workgroup Configuration Setting Business Hours The Business Hours settings define how after hours calls are handled for workgroups. An administrator can assign a Business Hour profile to a group, and also configure after hours handling for each day of the week. To work with workgroup hour settings, select the workgroup number you want to work with from the list on the Workgroup Configuration General tab, then click the Business Hours tab.
Page 400 Setting Business Hours Parameter Description After Hours/Non- For each day of the week, select a Forward To Workday Scheduling option for call handling after hours or for non- workdays: • To Voice Mail • To IVR—select the IVR number to use in the drop-down list under the option.
Page 401: Skill Setting Assignment
Workgroup Configuration Skill Setting Assignment The Skill Setting tab 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 402: Setting The Mailbox Options
Setting the Mailbox Options In the Skill Level Name dialog box, enter the skill name in the Description field, then click OK. Figure 8. Skill Level Name dialog box The Skill Set appears in the main window for that index number. On the Group Member tab of Workgroup Configuration, the Skill Level for the workgroup will appear in the last column of the Member List.
Page 403: Disabling A Mailbox
Workgroup Configuration Figure 10. Mail Management tab, Workgroup Configuration Note: You can use Apply to to apply mailbox settings to one, some, or all workgroup. Disabling a Mailbox When you disable a mailbox, the normal greeting is played but callers cannot leave messages.
Page 404: Mail Forwarding Options
Setting the Mailbox Options • Retrieve Voice Mail by Email Client—selected, this sends voice mail to the workgroup extension as an email attachment. Deselected, voice mail is retrieved as voice mail. Mail Forwarding Options • Enable Mail Forwarding—selected, the workgroup’s email will be forwarded to the email address you specify in the Forward Email Address box.
Page 405: Setting Mailbox Capacities
Workgroup Configuration Parameter Description Enable Distinctive Selected, the user hears three different call Call Waiting Tone waiting tone cadences to distinguish between internal, external, and operator calls (see “Distinctive Ring” on page 5-3). Play the Newest Selected, voicemails are played in reverse order Voice Message First of their delivery when the user retrieves them.
Page 406: Setting The Message Types For Notification
Setting Message Notification Options Figure 11. Notification tab, Workgroup 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. Setting the Message Types for Notification Select the types of messages for which the workgroup extension user is notified: •...
Page 407: Setting The Type Of Notification
Workgroup Configuration Important: If Urgent Voice Messages Only is selected and notification schedule is set to Non-Business Hours, if the extension receives an urgent message that is received and not listened to during normal business hours, the system will perform notification as soon as the system enters non-business hours.
Page 408: Setting Notification Timing
Setting Message Notification Options the user’s pager. The operator is also given the option to repeat these numbers by pressing ‘#’. 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, and so on) to a cellular or PCS phone, it may ring the phone once but not necessarily present the call and make a connection.
Page 409: Enabling Message Notification
Workgroup Configuration Enabling Message Notification After configuring your message notification settings, to enable message notification, check the “Allow Calls to be Transferred or Conferenced to an Outside Number” field in the Restriction tab of Extension Configuration. Setting Call Handling Options Call Handling options include forwarding, handling busy calls, handling no-answers and other options.
Page 410: Handling Busy Calls
Setting Call Handling Options Handling Busy Calls You have several options for handling calls when the workgroup extension is busy. If you do not enable busy call handling, the caller simply hears a busy signal. To enable the options, select the Enable Busy Call Handling check box, then select from the following forwarding options: •...
Page 411 Workgroup Configuration A 10-Hop Limit to Call Forwarding for Direct Calls For direct calls, there is a “10-hop” limit to call forwarding. For example, extension 100 forwards to extension 101, 101 forwards to 102, 102 forwards to 103, and etc. through extension 120. A call to extension 100 will be forwarded to 101, which will forward to 102, which will forward to 103, and etc.
Page 412: Handling Unanswered Calls
Setting Call Handling Options in “Line Park Configuration” on page 19-1) from the drop-down list. Note: Forwarding calls to a pager is possible but not recommended since callers will only hear what is heard when calling a pager and will not know to enter a return phone number unless instructed. Handling Unanswered Calls The No Answer Call Handling function provide options for handling calls when no one answers the extension within a specified number of rings.
Page 413: Setting Workgroup Handling
Workgroup Configuration Setting Workgroup Handling The Call Distribution field options let you set the handling of normal inbound calls: how to route the incoming call to an workgroup agent, using one of the following options: • Ring First Available Member—first available extension in a workgroup.
Page 414: Group Rna/Logout Handling
Setting Call Handling Options Important: Please note the following issue that may arise from using this option. When an agent is added to a workgroup and logs in, the agent’s login time starts from 0, while other agents (already logged in) have a login time starting many hours earlier.
Page 415 Workgroup Configuration To set options for group RNA/logout handling, 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 workgroups, with the restrictions discussed in the previous section. The forwarding options are as follows: •...
Page 416: Queue Management
Queue Management Note: When an extension (A) calls another extension (B), and is then transferred to a workgroup with Announce Agent Info enabled, only Ext. B will hear the agent announcement information. Inter Workgroup Call Distribution In the case where an agent belongs to multiple workgroups, queued calls in two or more of these workgroups, as soon as the agent becomes available, queued calls in each workgroup to be distributed to this agent is determined by this setting.
Page 417: Basic Queuing Control
Workgroup Configuration Basic Queuing Control Figure 13. Basic Queuing Control of Queue Management, Workgroup Configuration When Basic is selected in the Queuing Control field, the following queue management options are available: Setting Queue Phrase Options For each workgroup, you can either use the system default phrases or you can set up a custom configuration.
Page 418: Queue Overflow Routing
Queue Management Note: If enabled, the system will prompt the current queue status when a a new call enters the queue; also, average waiting time is not announced for calls queued for less than 1 minute. Queue Overflow Routing The Queue Overflow Routing options are for handling long queues or long wait times for callers.
Page 419: Quit Queue Option
Workgroup Configuration Quit Queue Option The queue quit feature gives a caller the option of leaving a workgroup queue at any time by pressing # and/or 0. This feature can be disabled by unchecking this option. Click the Enable check box, then use the transfer to drop-down list to select the option the caller will have: •...
Page 420: Expected Wait Time Sampling
Queue Management • Callback Interview—the System will record the caller’s Caller ID and will prompt the caller to record a message into the voice mail box of the workgroup. With a third party application, the system can notify workgroup agents of the waiting voice mail. (For more detail on this option, refer to the Callback Interview section below.) Note: This option is only available to external callers.
Page 421: Advanced Queue Management (Aqm)
Workgroup Configuration Supervisor Queue Control When the Allow Call Redirect/Priority Change check box is enabled, this allows a workgroup supervisor to redirect queue calls or change call priority of queued calls. Advanced Queue Management (AQM) Figure 14. Advanced Queue Control of Queue Management, Workgroup Configuration When Advanced is selected in the Queue Control field, the Setup button with the following queue management options are available:...
Page 422 Queue Management Announcement The Announcement tab allows for configuration of queue announcements. Figure 15. Announcement tab of Advanced Queue Management, Workgroup Configuration To configure queue announcements: Select from any of the following check boxes: • Queue Position • Expected Wait Time Use the drop-down lists to select the Greeting Phrase and Update Phrases that will be played to callers in queue.
Page 423 Workgroup Configuration Menu Selection The Menu Selection tab allows for configuration of a voice menu selection that can be made available to callers in queue. When a workgroup queue is controlled by the Advanced Queue Management Application, calls in queue will hear a menu prompt. The menu will allow callers to take certain actions based on digit input, and callers can also hear one or more phrases associated with the actions.
Page 424 Queue Management • Transfer to VM • Play prompts • No Action • Disconnect Click OK or Apply. Queue Overflow The Queue Overflow tab allows for configuration of overflow conditions and actions. Figure 17. Queue Overflow tab of Advanced Queue Management, Workgroup Configuration •...
Page 425 Workgroup Configuration • Action - select from one of the following options: — Overflow existing call in the queue to — Overflow new incoming calls to When either is selected, use the drop-down list to select the overflow action: • Voice Mail •...
Page 426: Application Extension Queue Control
Queue Management Application Extension Queue Control Figure 18. Application Extension Queue Control of Queue Management, Workgroup Configuration When Application Extension is selected in the Queue Control field (and an Application Extension is already configured), use the drop-down list to select the desired Application Extension. For more information, refer to “Application Extension Configuration”...
Page 427: Setting Up Ip Extensions
H A P T E R Setting Up IP Extensions IP extensions communicate with the AltiContact Manager system using IP- based protocols to carry voice and signaling data. Instead of PSTN, they use a data networking connection such as an Ethernet 100-Base-T (RJ-45). AltiContact Manager supports only those devices that are based on H.323 protocol.
Page 428: System Requirements
System Requirements IP Connections and Voice Quality Voice quality can degrade when multiple IP connections use DSL; the exact numbers will depend on your bandwidth and the number of IP connections active at one time. If you encounter this problem, you may need to reduce the number of IP extensions.
Page 429: Clients
Setting Up IP Extensions dialing <IP Trunk access code> + <IP dialing table entry code> + <extension number>. Make sure you can have a two-way conversation on this VoIP call. For details on using the IP dialing table, see “Defining the IP Dialing Table”...
Page 430 Configuration • AltiView integrated with IP Talk For details on configuring these devices, see the documentation that AltiGen provides with each. 17-4 AltiContact Manager Administration Manual...
Page 431: Altigen Ip Phone Configuration
H A P T E R AltiGen IP Phone Configuration AltiWare OE supports the IP 710, IP 705 and Alti-IP 600 series of IP phones, AltiGen’s H.323-compliant, business telephones that provide voice communication over an IP network. To configure the AltiGen IP phone, select AltiGen IP Phone Configuration from the System Management menu.
Page 432 After creating the IP extensions, you can set the following parameters on the General tab: Parameter Description General Lets you specify the IP address of the AltiServ system the IP phone is connected to. The version of software associated with AltiServ is automatically displayed in the Version field.
Page 433 AltiGen IP Phone Configuration After setting parameters on the General tab, go to the tab that corresponds to the phone type, and configure the soft keys (plus the Display Workgroup Status field on the Alti-IP 600 and IP 705). Soft key settings are described in the next table.
Page 434 Parameter Description Soft Keys Use the drop-down list to assign one of the following functions to the desired keys: • N/A - when selected, the corresponding soft key cannot be used. • BLF (Busy Lamp Field) - when selected, enter an extension number in the field below;...
Page 435 AltiGen IP Phone Configuration Soft Key • Call Record - when selected, the IP phone user can start and/ or stop voice recording on demand. In the Extension Configuration screen on the General page, Record on demand to extension VM or Record on demand to central location must be enabled in the Call Recording Options field.
Page 436 Apply To Button The Apply To button works with the following parameters: General, H.323, TFTP Server field (Reset IP Phone and Boot Download options cannot be applied to multiple extensions), Display Workgroup Status and Debug. Copy From Button The Copy From button allows you to copy Function Key settings from one IP phone setting to another.
Page 437: Line Park Configuration
H A P T E R Line Park Configuration A line park is a new kind of call park method tied to trunks and Alti-IP phones. A set of lines, defined as a Line Park Group, where trunk or extension incoming calls can be directly routed to the Line Park Group. Extensions and agents can park calls in the Line Park Group and anyone can pick up parked calls using #51.
Page 438 To set up a Line Park Group: Open the Line Park Configuration window. In the Group field (left side of window), click the Add button, then enter a name in the Add Line Park dialog box, and click OK. Figure 2. Add Line Park dialog box In the Member Lines field, use the Add button to add members to the Line Park Group.
Page 439: Paging Group Configuration
H A P T E R Paging Group Configuration A paging group is a set of extensions using Alti-IP 600 phones that can receive station paging. Any extension user can use #46 (Paging for IP Phones feature code) to page this group. By default, any member added to a paging group will automatically have logged in status.
Page 440 To set up a Paging Group: In the General tab of the Paging Group configuration window, click the Add button, then enter a number for the paging group in the Add New Group dialog box and click OK. Figure 2. Add Line Park dialog box In the Group Information field, type in the following: •...
Page 441 Paging Group Configuration To Activate IP Paging: Press #46 followed by huntgroup number on your IP phone. Note: Both analog and IP phones can initiate paging over IP. However, only IP phones can receive group paging. Also, you cannot set up a speed dial on the Alti-IP 600 phone for group paging.
Page 442 20-4 AltiContact Manager Administration Manual...
Page 443: 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 Trunk Control APC Session License per concurrent connection. The application extension can be logged in/out with a password by the application but only one application can log in at a time.
Page 444 Application Extension Setup Figure 1. Application Extension Configuration window To set up an Application Extension: Note: Before you begin, make sure to have an SDK Trunk Control APC Session registered and activated for your system. Open the Application Extension Configuration window. In the Add Application Extension dialog box, click the Add button, enter the extension number, and click OK.
Page 445: Application Failover Plan
Application Extension Configuration Make sure that the third-party application connecting to this extension is properly set to log into the application extension. Application Failover Plan The Application Failover Plan ensures that a call made to the extension will be automatically transferred if the application is not available. Use the Transfer to drop-down list to select the forwarding destination.
Page 446 Application Extension Setup 21-4 AltiContact Manager Administration Manual...
Page 447: Alti-Mobile Extensions
H A P T E R Alti-Mobile Extensions An Alti-Mobile Extension AltiGen’s IP-PBX extension features to remote workers using cell phones or home phones via a trunk interface. When configured, the property of trunk interface is changed to simulate an extension.
Page 448 Figure 1. Alti-Mobile Extension Diagram To set up an Alti-Mobile Extension: Select a Triton trunk (PRI trunk strongly recommended) to be used as a mobile trunk. To configure the Triton trunk, select the Triton trunk from the trunk channels in the Trunk Configuration window, then 22-2 AltiContact Manager Administration Manual...
Page 449 Alti-Mobile Extensions click the Trunk Properties button, or double-click the list entry to view the Triton Trunk Line Properties window. Figure 2. Triton Analog Trunk Line Properties Window AltiContact Manager Administration Manual 22-3...
Page 450 Figure 3. Triton T1/E1 Trunk Line Properties Window Figure 4. Triton ISDN PRI Trunk Line Properties Dialog Box Check the Use this Trunk As Mobile Trunk check box. If necessary, continue adding channels as mobile trunks, then restart AltiWare. After AltiWare has restarted, a mobile extension board will 22-4 AltiContact Manager Administration Manual...
Page 451 Alti-Mobile Extensions show up in the Boards View in ACM Admin (MobileExtAnalog or MobileExtDigital). Figure 5. Boards View Assign a virtual extension to a mobile extension port by changing the virtual extension to a physical extension, and then assigning it to a mobile extension port.
Page 452 Properties button to invoke the ExtensionAnywhere Mobile Extension Port Configuration dialog box. Figure 7. ExtensionAnywhere Mobile Extension Port Configuration Dialog Box • Target Phone Number - the number that will be dialed when AltiServ tries to ring this Alti-Mobile Extension. Do not include the trunk access code.
Page 453 Alti-Mobile Extensions • Mobile Trunk Allocation - select either Shared or Dedicated. Selecting the Dedicated option enables the browse button (...), which in turn, invokes a Mobile Trunks window to select the desired mobile trunk. Figure 8. Mobile Trunks Window •...
Page 454 In the Board View of ACM Admin, double-click the mobile extension board. When the next window appears, click the Board Configuration button to open the Mobile Extension Board Configuration window: Figure 9. Alti-Mobile Extension Board Configuration Window • Mobile Extension Ports - allows the user to adjust the number of mobile extension ports (96 ports maximum) •...
Page 455 Alti-Mobile Extensions Voice Mail for Alti-Mobile Extensions In some cases, messages for a remote extension (cell phone) will be left on the cell phone's voice mail, instead of the voice mail of the AltiWare extension that is associated with the remote cell phone. This will happen if any of the following is true: 1.
Page 456 • The Alti-Mobile Extension’s “Primary Caller ID” field under Caller Identification may need to include the area code. This field requires a perfect match to accept a call from the mobile PSTN phone. Some local COs will send the area code with the Caller ID even though the call is in the home area code.
Page 457: Acm Redundancy
H A P T E R ACM Redundancy 5.0A provides a system redundancy feature. Two systems, primary and secondary, need to be set up and connected through a Dataprobe A\B switch box. Generally, the primary server is in control of all operations, while the secondary server keeps a connection with the primary server.
Page 458: Installation
Installation Important Notes • Forwarding voice mail to another mailbox will not work with redundant systems. • Gatekeeper is not supported on IP phones. Installation Important: It is recommended that the installation of the redundancy feature be performed after business hours. Also, after redundancy installation and setup, it is important to test the redundancy feature using the Manual Switchover feature (refer to “Manual Switch Over”...
Page 459: Configuration Procedures
ACM Redundancy 11. Connect an analog extension of the primary system to A bridge of K- AB K16-T50-L-R card. 12. Connect an analog extension of the secondary system to B bridge of K- AB K16-T50-L-R card. 13. Connect a patch panel to A bridge of K-AB switch with a standard 25- pair telco cable for analog extensions and analog trunks.
Page 460 Configuration Procedures At the Secondary Server: Power on the secondary system, configure boards, and reboot if necessary. Don't change any other configurations. Go to the Redundancy Configuration window (select Redundancy from the System Management menu), and: — Select System Role as Secondary. —...
Page 461 ACM Redundancy Upon completion, the secondary system replication status should show “Destination: Updated.” Figure 4. Redundancy Administration - Primary or Secondary System Go back to the Secondary System’s Redundancy Configuration window and enable the “Automatically assume control when other system is not available” checkbox. AltiContact Manager Administration Manual 23-5...
Page 462: Adding Redundancy To An Existing 5.0A Server
Maintenance Adding Redundancy to an Existing 5.0A Server To add redundancy to an existing 5.0A server, follow the procedures for initial device setup (“Initial Device Setup” on page 23-2) and setting up a secondary server (“At the Secondary Server:” on page 23-4), then configure redundancy to both primary and secondary system.
Page 463: Configuration In Inactive System Is Not Allowed
ACM Redundancy Configuration in Inactive System Is Not Allowed Either system can be in active or inactive status. General configuration (except board configuration) upon the inactive system is not allowed. In ACMAdmin, if the server is inactive, you will see that most menus are disabled.
Page 464: External Logger Service
Maintenance Redundancy Administration In the Redundancy dialog box, click the Status button to view the Redundancy Administration window. Figure 5. Redundancy Administration The Redundancy Administration window displays the Current Status of redundancy, including the Active System, Last Switch Over time, and Last Switch Over Reason.
Page 465 ACM Redundancy — Third-party CT applications — Third-party IP phones — Call Router — CRM — AltiReach — SuperQ Manager — TAPI — AltiWeb • VoIP hop on or hop off fails when secondary system is in control. • AltiView/AltiAgent/AltiSupervisor/AltiConsole client will not switch automatically when secondary system is in control.
Page 466 Maintenance To enable this option, go to the Notification page of Extension Configuration, select the extension or group number, and enable the When Redundancy Switch Over to This System check box. Figure 6. System Switchover Notification, Extension Configuration 23-10 AltiContact Manager Administration Manual...
Page 467: 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 468: 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 469: 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 470: 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 24-1, then select the Restore icon to view the Restore Configuration dialog box. Figure 4.
Page 471: 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 472: 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 473: 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 474: 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 475: 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 476: Network Address
A protocol stack is a collection of actual protocol layers used to establish a connection across the network that allows dissimilar network devices to exchange information. SMTP/POP3 SMTP—Simple Mail Transfer Protocol. As seen by the client side of the network, is an Internet email sending protocol software format. POP3—Post Office Protocol Version 3.
Page 477: Local Address
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 478: Setting Up Email Service
user can send the email. AltiWare then combines the voice message and the email into a single MIME message and sends it to the recipient. The ability to send and receive MIME messages is included as part of AltiWare email capabilities.
Page 479 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 480 Click the Protocols tab, then double click on TCP/IP Protocol from the drop-down list box. The TCP/IP Protocol window appears (see Figure 2), where you configure the IP Address, Subnet Mask, and Default Gateway (router). Figure 2. TCP/IP Configuration • IP address—enter the assigned IP address (from the block of IP addresses obtained from your ISP) to the AltiWare.
Page 481 Data and Internet Integration Click OK. Figure 3. DNS Configuration tab Refer to Microsoft Windows configuration documentation to complete the TCP/IP network setup. Step 4: Notify Your ISP of the Following: 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.
Page 482 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 483 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 484: Setting Up An Exchange Server
Setting up an Exchange Server • Enter the Incoming Mail (POP3) Server address. • Enter the Outgoing Mail (SMTP) Server address. Figure 4. Netscape Mail Server Setup Set up helper applications and general preferences for the email client application (i.e., associates the .WAV files with sound recorder application).
Page 485 Data and Internet Integration Prerequisites Two Windows servers: • One Windows server with the AltiContact Manager software • One Windows 2000 server with Exchange Server 2000 software Important: When you install the Exchange Server, you must log in as the Domain Administrator, NOT the Local Administrator.
Page 486 Setting up an Exchange Server Computer Name and Domain. Note down the value in the Domain field. Repeat the same steps on the Exchange server system and make sure the domain names are the same. To verify AltiGen Services: Select Start Programs Administrative Tools Services.
Page 487: Exchange Server Prerequisites
Data and Internet Integration A Service startup options dialog box will popup: Figure 6. Service Startup options dialog box Complete the entries in this dialog box as follows: • In the Log On As group, select This Account and set <DomainName>\AltiGen_<ServerName>...
Page 488 Setting up an Exchange Server To check the Windows version: Click the Start button, select Run, and type winver in the Run dialog box. To check the Exchange Server version: Click About in the Exchange Administrator. To ping the Exchange Server from AltiWare and vice versa: From the AltiContact Manager system, open a MS-DOS window, and type , then press enter.
Page 489 Data and Internet Integration To check that all Exchange Server Services Have Started: Select Start > All Programs > Administrative Tools > Services to view the Exchange Server Services window. Figure 7. Exchange Server Services Window Check the status of the following services to see if they are started: •...
Page 490: Exchange Server Configuration
Setting up an Exchange Server Exchange Server Configuration Now that you have verified that the AltiContact Manager and the Exchange Server systems are properly installed, you can start configuring the two systems to enable the Exchange Integration feature. In this section, we describe the configurations to be performed in the Exchange Server.
Page 491: Microsoft Exchange Administrator Configuration
Data and Internet Integration Enter the necessary information for the new mailbox user. Figure 9. New Object User Microsoft Exchange Administrator Configuration Go to Start > Programs > Microsoft Exchange > System Manager. Figure 10. Microsoft Exchange Manager Right-click on the desired server and select Properties to get the following Server Properties window: AltiContact Manager Administration Manual 26-17...
Page 492 Setting up an Exchange Server Figure 11. Server Properties window, Exchange Manager 26-18 AltiContact Manager Administration Manual...
Page 493 Data and Internet Integration Go to the Security tab and click Add. Figure 12. Security Tab, Server Properties This opens a Select Users, Computers or Groups window. Click the Advanced button.. Figure 13. Select Users, Computers or Groups Window, Server Properties AltiContact Manager Administration Manual 26-19...
Page 494 Setting up an Exchange Server In the advanced version of the Select Users, Computer or Groups window, click Find Now. Figure 14. Select Users, Computers or Groups Advanced Window, Server Properties 26-20 AltiContact Manager Administration Manual...
Page 495 Data and Internet Integration A list of servers appear in the Search Results field at the bottom of the window. Find and select the AltiGen server and click OK. Figure 15. Selecting AltiGen Server from Select Users, Computers or Groups Advanced Window, Server Properties In the Select Users, Computers, or Groups Window, the AltiGen server you selected will appear in the Object Names field.
Page 496: Installing Outlook 2000/2003 Client On The Alticontact Manager Sys
Setting up an Exchange Server Go back to the Security window, and in the Permissions in Administrator field, click the Allow checkbox to allow full control for the new user. Figure 16. Security Tab, Server Properties Installing Outlook 2000/2003 Client on the AltiContact Manager System Outlook 2000 has two modes: Internet Only mode and Corporate or Workgroup mode.
Page 497 Data and Internet Integration Only vs. Corporate or Workgroup). Make sure you choose the Corporate or Workgroup mode. After installation is complete, start Outlook 2000 from Start Programs. In the Microsoft Installer wizard, select Microsoft Exchange Server to install, then click Next to move to the next window.
Page 498 Setting up an Exchange Server To set Outlook 2003 E-Mail Accounts to Microsoft Exchange Server: Go to Start > Control Panel > Mail. Click the Mail Setup tab. Figure 18. Mail Setup - Outlook Click E-mail Accounts. Enter the name of the Microsoft Exchange Server and User Name for the e-mail account, then click Next.
Page 499 Data and Internet Integration Select the Microsoft Exchange Server option, then click Next. Figure 20. E-mail Accounts Setup AltiContact Manager Administration Manual 26-25...
Page 500 Setting up an Exchange Server The original dialog box appears, displaying that the information services that have been added to your profile; click Finish to end this part of configuration. Figure 21. E-mail Accounts Window If the values you entered for Microsoft Exchange Server and Mailbox are correct, you will be able to use Outlook 2003 now.
Page 501 Data and Internet Integration 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. If there is a menu item Accounts, it means Outlook 2000 is in the mode of Internet Only.
Page 502 Setting up an Exchange Server 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. Figure 25.
Page 503: Enabling The Exchange Server
Data and Internet Integration In the Microsoft Exchange Server dialog box that opens, type the Exchange Server name in the Microsoft Exchange Server field and the test mailbox name (e.g. AltiGen Assist) in the Mailbox field. Click Check Name. If you entered valid values, the names will be underlined and the Check Name button will be grayed out.
Page 504 Setting up an Exchange Server a. From the Extension Configuration General window (example below), select an extension that needs to be synchronized with Exchange. b. Type the First Name and Last Name exactly as they appear in the corresponding Exchange mailbox in the Global Address List of the Exchange Server.
Page 505 Data and Internet Integration 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. Important:The Middle Initial field should be empty for Exchange Server mail accounts in order for Exchange Integration to work properly.
Page 506: Testing The Exchange Server Setup
Setting up an Exchange Server Select the Messaging tab, and under the E-mail Messaging Options, check the Synchronize with Exchange Server box only. Figure 30. Messaging window, Voice Mail Configuration Enter the name of the Exchange Server (e.g. MAILSERVER) in the space provided and click Apply.
Page 507: Troubleshooting Tips
Data and Internet Integration To check Deletion Notification: Delete this message from Outlook. Wait for a couple of minutes, and then log on to extension 100’s voice mail from a phone. The voice mail should no longer be there. 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...
Page 508 Setting up an Exchange Server Notes • Email client confirmed to work on the AltiContact Manager system is Outlook 2000 (using Corporate or Workgroup mode). Note that this is the client installed on AltiWare host. The client running on the end user computer is irrelevant.
Page 509: About Altireach Configuration
Data and Internet Integration • In Windows 2000, Scripts and Executables is selected in the Execute Permissions drop-down list. About AltiReach Configuration The AltiReach Call Management system allows AltiContact Manager to provide remote and local desktop call management to users using the Intranet or Internet via a standard Web browser.
Page 510 About AltiReach Configuration 26-36 AltiContact Manager Administration Manual...
Page 511: Tapi Integration
H A P T E R TAPI Integration If your office uses Microsoft Office Outlook, ACT!, or Goldmine— applications that let you call contacts without manually dialing the telephone's keypad and that support the Telephony Application Programming Interface (TAPI)—you can install AltiGen’s TAPI gateway to use this functionality through your AltiWare installation.
Page 512: Setting Up The Client
Setting Up the Client The service is started automatically. No configuration parameters need to be set on the server. Setting Up the Client Setting up the client involves: • Installing the AltiGen TAPI Service Provider on the client • Setting up phone and modem options •...
Page 513 TAPI Integration If Phone and Modem Options is already configured, click the Edit Button to verify that the correct Route Access number is entered in both To access an outside line fields. Figure 1. Configuring phone and modem options Select the Advanced Tab to configure the TAPI service provider. Figure 2.
Page 514 Setting Up the Client In the AltiGen TAPI Device Detect dialog box, click the Configuration button to verify that the client extension is available. If you have any type of error, Windows will let you know what the possible causes could be. There could be a mistake in the Altigen server IP address, extension number, or password.
Page 515: Set Up Phone Dialer
TAPI Integration Set Up Phone Dialer Launch Phone Dialer: From Windows 2000, select Start > Programs > Accessories > Communication. From Windows XP, go to Start > Run, type Dialer.exe, and click OK. In the Phone Dialer, select Edit > Options. In the Preferred line for calling section, select Phone.
Page 516: Making A Call In Microsoft Outlook
Setting Up the Client Making a Call in Microsoft Outlook Before making a call, configure the Outlook New Call configuration. Begin by setting up at least one contact. In Microsoft Outlook, select Go > Contacts. Click the New Call button on the menu bar. The New Call dialog box opens.
Page 517: Changing Tapi Configuration Parameters
TAPI Integration In the Connect Using Line section of the dialog box, select the client extension, and click OK. This enables the client to call out through Outlook using the client’s extension. To verify that the call connects, click Start Call in the New Call window.
Page 518 Changing TAPI Configuration Parameters 27-8 AltiContact Manager Administration Manual...
Page 519: Tools And Applications
Tools and Applications H A P T E R Tools and Applications AltiContact Manager comes with the following tools and applications for testing, diagnosing and configuring your system: • Work/Hunt Group Converter • Configuration Reader • Extension Checker • MVIP Test Tool •...
Page 520 Work/Hunt Group Converter Figure 1. Work/Hunt Group Converter The number of available agent licenses are displayed in the top right of the window. Workgroups and huntgroups are listed on the left side of the window, member agents and non-agents are listed on the right side. The Work/Hunt Group Converter can be used to convert: •...
Page 521: Configuration Reader
Tools and Applications — voice recording setting — queue time threshold — queue overflow settings — queue announcement — agent announcement — queue quit forward (returns to default value - to voice mail) — call distribution (if previously configured to Ring First Available Member, Ring Next Member or Ring All, the setting is not changed.
Page 522: 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 523 Tools and Applications Status Description Secure Pwd + Internal Has secure password and cannot make outbound Only trunk calls Unsecure Pwd Password has unsecure elements described in Unsecure Elements window Outbound-capable Can make outbound trunk calls Unsecure Pwd + Password has unsecure elements described in Outbound Unsecure Elements window AND can make outbound trunk calls...
Page 524: Mvip Test Tool
MVIP Test Tool MVIP Test Tool The MVIP Test Tool is a tool that detects one-way connection, cross talk, bad MVIP cable, static noise problems, and detection of duplicate T1\E1 and T1boards. It is strongly recommended that you run this tool after adding or removing any AltiGen hardware.
Page 525 Tools and Applications Note: DINA Manager can only launch the same AltiWare versions of the server that DINA Manager is located. For example, if AltiWare OE 4.6 is located same server as DINA Manager, only systems running OE 4.6 can be launched by DINA Manager. AltiContact Manager Administration Manual 28-7...
Page 526 DINA Manager 28-8 AltiContact Manager Administration Manual...
Page 527: Ppendix
P P E N D I X E1-R2 and T1/E1 ISDN PRI Installations E1 R2 CAS Installation This section describes the configuration procedures necessary to implement E1 R2 digital signaling for European, Pacific Rim, and other emerging markets. Please carefully follow the procedures step by step. Important: When changing from E1 to T1, then back to E1, trunk channel properties will be reset to default values.
Page 528 E1 R2 CAS Installation In the Triton E1Configuration window, check the properties of the E1 trunk and consult your CO for “Frame Type,” “Line Code,” or “Zero Code Suppression.” Do not check the System Clock Master check box because the CO is a clock provider, and our system is synchronized to the CO.
Page 529 E1-R2 and T1/E1 ISDN PRI Installations • Incoming sequences - select check box and configure the sequence according to Table 1. • In-call signaling - configure the in-call signaling value according to Table 1. Figure 3. Signaling Layer The circled fields in Figure 3 represent values that depend on your country and its corresponding trunk property.
Page 530 E1 R2 CAS Installation 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...
Page 531 E1-R2 and T1/E1 ISDN PRI Installations 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 E1 R2 CAS Installation 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...
Page 533 E1-R2 and T1/E1 ISDN PRI Installations 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...
Page 534 E1 R2 CAS Installation 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...
Page 535 E1-R2 and T1/E1 ISDN PRI Installations Table 1: Foreign Countries/Signaling Values Country Signaling Values Colombia MFC-R2 Set calling part category: 2 [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...
Page 536 E1 R2 CAS Installation Table 1: Foreign Countries/Signaling Values Country Signaling Values Ecuador MFC-LME Set calling part category: 2 [The switch doesn't support caller ID transmission]: 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 537 E1-R2 and T1/E1 ISDN PRI Installations Table 1: Foreign Countries/Signaling Values Country Signaling Values Panamá / 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...
Page 538 T1/E1 ISDN PRI Installation 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...
Page 539 E1-R2 and T1/E1 ISDN PRI Installations Step 2: Data Link Layer Select the switch mode according to your country. Our system can provide several countries according to T1-PRI or E1-PRI. The selections of “B Channel Maintenance Message” depend on what country you reside in.
Page 540: T1/E1 Isdn Pri Installation
T1/E1 ISDN PRI Installation B Channel Maintenance Country Protocol Supported Message Setting Italy ETSI Restart Japan NTT INS1500 Restart Korea ETSI None Macedonia ETSI Restart Mexico ETSI Restart Netherlands ETSI Restart Nordic ETSI Restart Poland ETSI Restart Russia ETSI Restart Saudi Arabia ETSI Restart...
Page 541: Ppendix
P P E N D I X Technical Support & Product Repair Services This appendix describes the following: • AltiGen Communications technical support policy and procedures • Repair and replacement of defective parts • Technical training Technical Support Before contacting Technical Support, always have the following information on hand: •...
Page 542: Unresolved Problems Escalation Procedure
Technical Support How To Reach AltiGen Technical Support Authorized AltiGen dealers and distributors may contact AltiGen technical support by any of the following methods: • Call 510-252-9712 and follow the prompts. Your call will be answered by one of AltiGen’s Technical Support Representatives or routed to the Technical Support Message Center if no one is available to answer your call.
Page 543: Repair And Replacement
Technical Support & Product Repair Services Repair and Replacement You may send defective AltiGen-manufactured hardware products (in or out of warranty) to our factory for prompt authorized repairs. This section describes AltiGen’s repair and replacement services and the procedure Authorized AltiGen Dealers should follow for return of any materials to AltiGen.
Page 544: Technical Training
Technical Training Technical Training AltiGen Communications, Inc., and your local dealer have partnered with AltiTraining, LLC, to provide technical training to AltiGen system administrators. AltiTraining, LLC, is AltiGen’s exclusive authorized provider of AltiGen Certified Administrator Training Courses. AltiTraining’s comprehensive curriculum is based on the same format AltiGen uses to train their engineers and dealers.
Page 545 Technical Support & Product Repair Services Why should I attend the course? Like other business technology, the AltiGen IP-PBX telephone system is an investment in your company’s future. Your phone system is one of the most vital tools your company uses to communicate with customers. This training course will insure that you are up-to-date on all of the current AltiGen system features and will give you the tools and the knowledge to fully utilize your system.
Page 546 Technical Training B-6 AltiContact Manager Administration Manual...
Page 547: Glossary
Glossary AC - Alternating Current. ADPCM - Adaptive Differential Pulse Code Modulation. A sophisticated compression algorithm for digitizing audio that stores the differences between successive samples rather than the absolute value of each sample. This method of digitization also reduces storage requirements from 64K bits/second to as low as 24K bits/second.
Page 548 card - printed circuit assembly. CCIS - Common Channel Interoffice Signaling. A method of carrying telephone signaling information along a path different to the path used to carry voice. Central Office (CO) - a switching system that connects lines to lines, lines to trunks, and trunks to trunks.
Page 549 database - a collection of related data that can be immediately accessed and operated upon by a data processing system for a specific purpose. 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.
Page 550 en-bloc dialing - dialing scheme that allows the terminal to include all the digits required to complete a call. environmental subsystem - A protected subsystem (server) that provides an application programming interface (API) and environment - such as Win32, MS-DOS, POSIX, or OS/2 - on Windows. Ethernet - a communications protocol used in local area networks to connect computers, terminals, printers, etc., typically located within the same building.
Page 551 G.723.1 - speech encoding/decoding standard at 5.6 Kbps or 6.3 Kbps. G.729 - ITU standard algorithm speech encoding/decoding at 8 Kbps. G.729A - simplified G.729 G.729B - silence suppresion scheme for G.729 G.729AB - the combination of G.729A + G.729B GMT - Greenwich Mean Time.
Page 552 keyboard - system interface for communication. A group of numeric keys, alphabetic keys, or function keys used for entering information into a terminal and into the system. Usually patterned after the QWERTY keyboard layout. This term is derived from the sequence of the first six keys in the first row of alphabetic keys. Language Server - allows the ability to record and play phrases in different foreign languages without requiring any software changes.
Page 553 network - A configuration of data processing and/or telecommunication devices and software connected for information exchange. 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.
Page 554 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 555 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. queue - a collection of calls waiting to be served. Queued calls in AltiWare are handled on a first-in, first-out basis.
Page 556 System Speed Dialing - this feature allows the user to access a system wide directory of commonly called numbers that have been “condensed” into a two- or three-digit code on the telephone dial pad. TAPI - Telephone Application Programming Interface. A call-processing software that allows developers to implement telephony applications that control switches from different vendors.
Page 557 UPS - Uninterrupted Power Supply. A backup battery module attached to a computer that allows memory contents to remain intact long enough for the operating system to perform an orderly system shutdown if a power outage occurs. USB - Universal Serial Bus. virtual extension - an extension not associated with a physical port that allows for the AltiGen Voice Mail System guest access to...
Page 558 G-12 AltiContact Manager Administration Manual...
Page 559 Index Index workgroups 1-13 after hours scheduling 16-12 agent logout reason codes 12-6 agent check box 14-7 Symbols agents auto logout 16-12 A-law 5-24 #27 Station Login 1-25 AlCM Administrator login 3-44 Numerics allow call redirect/priority 10 digit dialing area codes 5-18 change 16-33 Allow Supervisor to Monitor, Barge-In, and Record Agent’s per-...
Page 560 Index AltiReport 1-31 area code, on trunk 7-4 AltiServ area codes 1-24 hardware requirements 2-1 system home 5-3 AltiServ features 1-25, 1-28 attributes AltiServ-to-AltiServ network 9-31 trunk 7-3, 7-5 AltiView 1-30 audio peripheral 5-25 AltiVR Player 1-29 audio peripheral options AltiWare for huntgroups 15-23 applications 1-29...
Page 561 Index Triton 1-4 trunk based recording 13-2 Boards view window 4-5 call reports 5-20 bridge call reports, external 5-22 conference 5-3 call restrictions 5-15, 14-28 business hours 1-13, 5-10 call restrictions, extension 14-29 24-hour business hour setup 5-12 call routing 1-16, 7-28 business hours profile call screening 14-38 caller ID routing 12-3...
Page 562 Index change hardware 3-45 business hours 5-10 change password 4-11 call restrictions 5-15 changing hardware 3-44 extension length 5-5 changing password 4-11 numbering plan 5-4 channel 4-7 work days 5-12 channel service unit 6-13, 6-15, 6-16 system speed dialing 5-14 child windows 4-5, 4-10 TCP/IP 26-5 circuit G-2...
Page 563 Index dealer installation ID 3-8 dsplay workgroup status dealer registration ID 3-8 IP phone 18-5 default DSU 6-13, 6-15, 6-16 gateway 26-6 DTMF default routes 10-4 remote carriage 1-26 desktop 4-2 developer support 1-5 device driver 6-11 E&M 6-12 Diagnostic menu 4-3 dial last caller 1-7 channel assignment 6-16 dialed digit translation 1-14...
Page 564 Index enable single call handling 15-22, extension activity greeting 1-8 16-26 extension based feature profile 1-8 enable single call waiting 14-35 extension based recording 13-2 enbloc dialing 7-5, 9-4 extension calling number 1-23 en-bloc trunks extension configuration 14-1 reducing dialing delay for 10-8 extension dialed digit translator 5-6, ESF (Extended Superframe Format) 6-23...
Page 565 Index Subscriber) 7-25 adding or changing 3-44 basic requirements 2-1 hardware status 4-5 installation 2-1 G.711 1-26 cooling fan 2-13 jitter buffer range 7-23 heat factor 2-13 RTP packet length 7-23 operating environment 2-3, 2-14, G.711/G.723 silence 2-16 suppression 7-22 system requirements 2-1 G.723 uninterrupted power supply 2-3...
Page 566 Index 14-22 IP Phone Service 1-27 install IP trunk previous version 3-46 access code 9-31 installation appearance 6-11 ACM Administrator 3-43 configuration 9-31 cooling fan 2-13 number code 5-9 hardware 2-1 IP Trunk Access 5-9 heat factor 2-13 IP trunk current traffic statistics operating environment 2-3, screen 4-9 2-14, 2-16...
Page 567 Index G.729 7-23 16-4 management menu audio peripheral configuration 5-25 liability 3-xiii Manager Extension 5-3 limitations 2-11 managing Alti-Mobile Extension 22-9 messages 8-3 line park 1-9, 14-33 manual online registration 3-8 configuration 19-1 MDMF (Multiple Data Message line properties Format) 14-12, 14-13 Quantum 14-10 menu selection live call handling 1-9, 14-35...
Page 568 Index moving system 3-45 MIME 26-3 multilink 9-10 protocol multimedia support 16-7 POP3 26-2 multiple call waiting 1-10, 14-35 SMTP 26-2 multiple data message format new installations (MDMF) 14-12, 14-13 AltiWare OE 3-11 multiple workgroup no answer handling 14-35, 15-20, membership 1-14 16-24 music on hold 1-10...
Page 569 Index overlap dialing 7-5, 9-4 phone number trunk 7-5 phrase for IVR 11-9 Packets Lost 4-10 phrases recorded 11-10 Packets Received 4-10 physical and IP extensions Packets Sent 4-10 licenses 3-26 pager notification 14-26, 15-15, physical extension 14-1, G-8 16-19 picking calls from group queue 1-15 paging 1-10, 5-28 pilot number G-8...
Page 570 Index IVR 11-6 quit queue 16-31 prompts 11-9 greeting and update 5-28 multiple workgroup readme.txt 3-1 prompts 1-14 Realtime Transport Control Protocol protocol 26-1 (RTP/RTCP) definition 26-1 definition 6-10 IMAP4 26-2 reason codes 12-6 POP3 26-2, G-8 record option 7-6 SMTP 26-2 recorded announcements 5-26 TCP/IP 26-1, 26-5...
Page 571 Index restricting tie trunk calls 5-17 Exchange 8-5 restrictions Exchange integration 1-21 call 14-29 file G-4 outgoing call 14-28 server IP address 9-4 ring all available members 15-21, service level 4-8 16-25 service level calculations options ring back 5-4 button 16-5 ring fewest answered calls 16-26 service level threshold 16-4 ring first available member 15-21,...
Page 572 Index (SDMF) 14-12 callback from IVR 1-12 single/multiple call handling for country relevant 5-23 workgroups 1-15 data management 24-1 skill definition 1-15 distinctive ringing 5-3 skill setting email 8-4 workgroups 16-13 extension length 5-5 skill-based routing 16-26 home area code 5-3 slot 4-7 main number 5-4 SMTP 8-4, 26-2...
Page 573 Index troubleshooting 6-32 properties 7-9 T1/PRI features Triton Analog Station Board ANI/DNIS Transport over Tie configuration 6-4 Trunks 1-25 Triton Analog Station Line Properties hop off calls over Tie Trunks 1-9 dialog box 14-12 TAPI Triton Resource Board 6-2 definition G-10 Triton Resource board support 1-5 specifications 2-8...
Page 574 Index trunk interface voice loop/ground/wink start 1-12 compression 1-26 Trunk Monitor Enable 14-41 encoding 1-26 trunk properties quality 1-26, 6-10 Quantum 7-6 voice mail Triton T1/PRI 7-24 call forwarding from 1-19 Triton VoIP 7-20 configuration 8-1 VoIP 7-20 distribution list 1-20, 1-24 trunk recording 1-24 distribution lists 8-5 trunk seizure...
Page 575 Index Work/Hunt Group Converter 1-25, 28-1 workgroup agent login/logout 1-16 answer handling 16-25 barge in 1-17 business hours 16-11 call pickup 1-12 call routing 1-16 CDR Search 1-13, 1-17 incoming call handling 16-21 log off reason codes 1-16 mail management 16-14 message notification options 16-17 multiple membership of 1-14...
Page 576: Index
Index I-18 AltiContact Manager Administration Manual...
Page 577: Readers Comment Form
Readers Comment Form ACM Release 5.0A 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 578 COMMENTS: Mail to: AltiGen Communications, Inc. 4555 Cushing Pkwy. 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...

Altigen AltiContact Manager Version 5.0A Administration Manual

Preface: about this Manual

Chapter 1 Overview

Chapter 2 System Requirements

Chapter 3 Software Installation

Getting Around ACM Administrator

Chapter 5 System Configuration

Chapter 6 Board Configuration

Chapter 7 Trunk Configuration

Chapter 8 Voice Mail Configuration

Chapter 9 Voip Configuration

Chapter 10 Out Call Routing Configuration

Chapter 11 IVR Configuration

Chapter 12 Callcenter Configuration

Call Recording Configuration

Chapter 13

Chapter 14 Extension Configuration

Chapter 15 Huntgroup Configuration

Chapter 16 Workgroup Configuration

Quick Links

Troubleshooting

Related Manuals for Altigen AltiContact Manager Version 5.0A

Summary of Contents for Altigen AltiContact Manager Version 5.0A