1. Manuals
  2. Brands
  3. Altigen Manuals
  4. Software
  5. AltiWare ACC 5.2
  6. Administration manual

Altigen AltiWare ACC 5.2 Administration Manual

Hide thumbs
1
2
Table Of Contents
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
45
46
47
48
49
50
51
52
53
54
55
56
57
58
59
60
61
62
63
64
65
66
67
68
69
70
71
72
73
74
75
76
77
78
79
80
81
82
83
84
85
86
87
88
89
90
91
92
93
94
95
96
97
98
99
100
101
102
103
104
105
106
107
108
109
110
111
112
113
114
115
116
117
118
119
120
121
122
123
124
125
126
127
128
129
130
131
132
133
134
135
136
137
138
139
140
141
142
143
144
145
146
147
148
149
150
151
152
153
154
155
156
157
158
159
160
161
162
163
164
165
166
167
168
169
170
171
172
173
174
175
176
177
178
179
180
181
182
183
184
185
186
187
188
189
190
191
192
193
194
195
196
197
198
199
200
201
202
203
204
205
206
207
208
209
210
211
212
213
214
215
216
217
218
219
220
221
222
223
224
225
226
227
228
229
230
231
232
233
234
235
236
237
238
239
240
241
242
243
244
245
246
247
248
249
250
251
252
253
254
255
256
257
258
259
260
261
262
263
264
265
266
267
268
269
270
271
272
273
274
275
276
277
278
279
280
281
282
283
284
285
286
287
288
289
290
291
292
293
294
295
296
297
298
299
300
301
302
303
304
305
306
307
308
309
310
311
312
313
314
315
316
317
318
319
320
321
322
323
324
325
326
327
328
329
330
331
332
333
334
335
336
337
338
339
340
341
342
343
344
345
346
347
348
349
350
351
352
353
354
355
356
357
358
359
360
361
362
363
364
365
366
367
368
369
370
371
372
373
374
375
376
377
378
379
380
381
382
383
384
385
386
387
388
389
390
391
392
393
394
395
396
397
398
399
Table of Contents

Advertisement

Quick Links

Download this manual
AltiWare
ACC 5.2
™
Administration
Manual
10/2008 4413-0001-5.2

Advertisement

Table of Contents
loading

Related Manuals for Altigen AltiWare ACC 5.2

Summary of Contents for Altigen AltiWare ACC 5.2

  • Page 1 AltiWare ACC 5.2 ™ Administration Manual 10/2008 4413-0001-5.2...
  • 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 About This Manual ........1 Related Publications .
  • Page 4 The AltiWare Administrator Main Window ......28 The Main Menu ......... . . 28 Quick Access Toolbar .
  • Page 5 Detaching and Deleting a Gateway ....... 71 Changing Gateway ID and Password ......71 AltiGateway Configuration Tool .
  • Page 6 HAPTER Application Extension Configuration ..... . 107 Application Extension Setup ........107 Application Failover Plan.
  • Page 7 Incoming Call Routing ........160 Regular Trunk Calls .
  • Page 8 Setting the Type of Notification ....... 200 Setting Notification Timing ........201 Setting Notification Business Hours .
  • Page 9 Setting Mailbox Playback Options ......243 Setting Mailbox Capacities........243 Setting Message Notification Options .
  • Page 10 Handling Unanswered Calls ........275 Number of Rings Before Handling ......275 Setting IntraGroup Call Distribution .
  • Page 11 Configuring AltiServ Behind NAT ......311 Defining the IP Dialing Table ........312 The Multi-site VoIP Domain .
  • Page 12 Service Parameters/Request Information for T1 ..... 367 Service Parameters/Request Information for PRI .....369 Service Parameters/Request Information for E1 .

  • Page 13: About This Manual

    Related publications include: Hardware Telephony Manual • AltiView Manual • AltiAgent Manual • AltiSupervisor Manual • AltiConsole Manual • CDR Manual • Alti-IP 600 Administration Manual • IP 710 User Manual • IP 705 User Manual • AltiWare ACC 5.2 Administration Manual...
  • Page 14 AltiWare ACC 5.2 Administration Manual...

  • Page 15: Overview

    Current Resource Statistics window. Each SIP phone and IPTalk (softphone) has its signal control channel. SIP and H.323 trunks have their own signal control channels, which are displayed in the Trunk View window. AltiWare ACC 5.2 Administration Manual 3...

  • Page 16: Multi-Site Enterprise Management - Altienterprise Manager

    AltiEnterprise Manager. The IP Dialing Table configuration is used to create location- based routing in the AltiEnterprise. Beginning with Release 5.1, the IP Dialing Table supports hop-off blocking by location to prevent unnecessary hop-off calling. AltiWare ACC 5.2 Administration Manual...

  • Page 17: Multi-Chassis Gateway Support

    AltiGateway become virtual extensions. When an AltiGateway is shut down or loses network connection, all boards associated with this AltiGateway are disabled. All extensions associated with this AltiGateway are forced into error state. AltiWare ACC 5.2 Administration Manual 5...

  • Page 18: Capacity Improvements

    IP phone does not ring when a call is parked by user • Music on Hold .wav File - Windows .wav format [8K/sec 8bit Mu-law only] can be • used as the Music-on-Hold file. (Release 5.1 Update 1) AltiWare ACC 5.2 Administration Manual...

  • Page 19: Call Center New Features And Enhancements

    (DND), and activity (presence). For display only; user cannot answer calls for the global extension. (Release 5.2) AltiView Meet-Me conference scheduling, monitoring, mute, and drop capability • Dial pad and Flash key • AltiWare ACC 5.2 Administration Manual 7...

  • Page 20: Ip Phone New Features And Enhancements (Ip600, Ip710, Ip705)

    Administrator or the IP phone), the IP phone user can see the following information for a global extension in the VoIP domain: line state (idle, busy, ring, error), extension status (DND), and activity (presence). For display only; user cannot answer calls for the global extension. (Release 5.2) AltiWare ACC 5.2 Administration Manual...

  • Page 21: Key System Features

    You can speak privately to each person before adding the person to the conference. Conference Call (MeetMe) - multiple parties can call into a pre-scheduled conference bridge to join a conference call. The conference host can mute or drop conference members. AltiWare ACC 5.2 Administration Manual 9...
  • Page 22 Hunt Group - a group of extensions can be set up to perform call coverage, so that if the first extension is busy, the next extension is hunted until a free extension is found. If all extensions are busy, the incoming call will be queued and listen to background music. AltiWare ACC 5.2 Administration Manual...

  • Page 23: C Hapter

    Outside Call Blocking - when this feature is enabled, access to outside lines is temporarily disallowed. Paging (IP) - allows paging over IP to a group of internal IP phones. AltiWare ACC 5.2 Administration Manual 11...

  • Page 24: Automatic Call Distribution Features

    Not Ready. Agent Auto Logout When RNA - when a workgroup call rings an agent and is not answered, this feature automatically sets the agent state to Logout for that particular workgroup. AltiWare ACC 5.2 Administration Manual...
  • Page 25 Single/Multiple Call Handling for Workgroups - allows the workgroup administrator to select single or multiple calls handling operation for workgroup agents when holding a workgroup call. Skill-Based Routing (ACM only) - this feature includes the following capabilities: AltiWare ACC 5.2 Administration Manual 13...
  • Page 26 Wrapup Time - allows a group member some time in between calls to wrap up on notes, prepare for the next call, or log out of the group. This wrapup time is configurable on a per-agent basis. AltiWare ACC 5.2 Administration Manual...

  • Page 27: Auto Attendant (Aa) Features

    This mailbox does not allow callers to leave a message, but only to listen to the message announcement (personal greeting) from the mailbox. To repeat the message, callers are instructed to press the # key. AltiWare ACC 5.2 Administration Manual 15...

  • Page 28: Internet Integration Features

    - a Web-based management tool that provides a way for users to visually manage their call handling options such as One-Number-Access, CallView, Message Notification, Speed Dial Numbers and other personal phone settings using a standard Web browser. AltiWare ACC 5.2 Administration Manual...

  • Page 29: System And Administration Features

    1 to 24 hours to prevent password intrusion. Applies to login from AltiView, AltiAgent, AltiSupervisor, AltiConsole, CDR Search, and other add-on applications. Feature Profiles - allows administrators control over user access to system feature codes. AltiWare ACC 5.2 Administration Manual 17...

  • Page 30: Voice Over Ip Features

    G.723.1 Codec - a dual rate audio encoding standard, which provides near toll quality performance under clean channel conditions. G.729 A+B Codec - speech data encoding/decoding standard of 8 Kbps. AltiWare ACC 5.2 Administration Manual...

  • Page 31: Multi-Site Voip Management - Altienterprise Manager

    Global Least Cost Routing - when multiple systems are in different area codes or countries, the administrator can set up Global Least Cost Routing to route long distance or international calls through member systems. The routing rules are propagated to all members automatically. AltiWare ACC 5.2 Administration Manual 19...

  • Page 32: Optional Add-On Software

    SDK Tool Kit - offers a complete set of tools including APIs, documentation and sample programs, to enable a developer to begin programming rapidly and efficiently. It includes a self-installing CD-ROM containing AltiGen SDK software. Session-based licensing is required for both Basic API and APC API interfaces. AltiWare ACC 5.2 Administration Manual...

  • Page 33: Hapter

    • Windows XP Professional with SP2 • Windows Vista Business Edition For AltiWare 5.2 Client Applications Windows XP Professional with SP2 • Windows Vista Business Edition • For Online Help Internet Explorer 6.0 or higher browser. • AltiWare ACC 5.2 Administration Manual 21...

  • Page 34: Cpu, Memory, And Hdd Requirements

    ONLY when that system key is attached to the parallel port of the server that AltiWare is running on. (By special order, your system key may be a USB key.) AltiWare ACC 5.2 Administration Manual...

  • Page 35: Altiware Licenses

    Trunk Control APC SDK Per session Installing AltiWare For detailed instructions on installing and upgrading AltiWare, AltiGen Dealers should refer to “5.2 Upgrade Guidelines” in the Knowledge Base, available from the AltiGen Dealer Web Site, at https://dealer.altigen.com. AltiWare ACC 5.2 Administration Manual 23...

  • Page 36: Installing Altiware Admin On A Network Client

    If problem persists, you can manually copy the activation file to c:\AltiServ\db directory (if AltiServ is installed on the c: drive) and run the installation program again. AltiWare ACC 5.2 Administration Manual...
  • Page 37 AltiWare’s installation but before restarting your system Failed to upgrade AltiWare The previous database may be databases. corrupted. Restore the last, known working database and try again. If error persists, contact your Authorized AltiGen Dealer. AltiWare ACC 5.2 Administration Manual 25...

  • Page 38: C Hapter

    Chapter 2: AltiWare Requirements AltiWare ACC 5.2 Administration Manual...

  • Page 39: Hapter

    Services > Login. You’ll be prompted to enter the password and click OK. The first time you log in, use the system default password, 22222. To ensure system security, change the system password as soon as Important: possible. AltiWare ACC 5.2 Administration Manual...

  • Page 40: Changing The Password

    The Main Menu These are the menus and the functions found under each menu: Services • Log in and log out, change password, utilities (system data management and convert work/hunt group), shut down all services, and exit. AltiWare ACC 5.2 Administration Manual...

  • Page 41: Quick Access Toolbar

    Login. Opens the Password dialog box to log in to the system. Logout. Logs out of the system. System. Opens the System Configuration window, or the System menu. Shortcut for System > System Configuration. AltiWare ACC 5.2 Administration Manual 29...

  • Page 42: Status Bar

    The Status Bar at the bottom of the main window displays disk usage, the status of SMDR, the status of the call detail reporting log, the status of the operator, and current date and time. AltiWare ACC 5.2 Administration Manual...

  • Page 43: The View Windows

    Click on any column head to sort by that column. Click again to reverse the sort order. Extension View Window The Extension View window displays the name, location, and status of all assigned extensions. AltiWare ACC 5.2 Administration Manual 31...

  • Page 44: Trunk View Window

    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. AltiWare ACC 5.2 Administration Manual...
  • Page 45 The Reset button resets the selected trunk(s) to the idle status if the trunk is connected to a carrier. You’ll be asked to confirm the reset, and a status message will tell you if the reset was successful. AltiWare ACC 5.2 Administration Manual 33...

  • Page 46: Call Log View Window

    Busy—the number of logged in agents who are currently on the phone • Error—the number of logged in agents with extensions that are left off-hook or • other user error Logout—the number of agents who are logged out from the workgroup • AltiWare ACC 5.2 Administration Manual...

  • Page 47: Current Resource Statistics Window

    Network Packet Loss—the number of voice packets that have been lost due to • prolonged delays, network congestion, or routing failure JB Packet Loss—the number of voice packets that have been discarded due to jitter • buffer overflow AltiWare ACC 5.2 Administration Manual 35...

  • Page 48: Stopping The Altigen Switching Service

    AltiWare client. Stopping the AltiGen services from the Windows Services tool is not Note: recommended, because it requires you to know what all the services are and is time-consuming. AltiWare ACC 5.2 Administration Manual...

  • Page 49: Programs Available From The Windows Start Menu

    See “Trace Collector” on page 343. Voice File Converter—A voice phrase conversion tool that converts WAV files to • ADPCM, WAV to PCM, or ADPCM/PCM to WAV format. See “Voice File Converter” on page 347. AltiWare ACC 5.2 Administration Manual 37...

  • Page 50: C Hapter

    Chapter 3: Getting Around AltiWare Administrator AltiWare ACC 5.2 Administration Manual...

  • Page 51: Hapter

    Use the General tab in the System Configuration window to set the system ID, area code, main number, and country; extensions for the manager, the operator, the MeetMe conference administrator; and options for distinctive ring, conference bridge, and system call park. AltiWare ACC 5.2 Administration Manual 39...
  • Page 52 Once a server is part of a VoIP domain, you cannot change the System ID. Country Select a country for the system. This configuration ties to a tone table matched to the country's telecom interface specification. AltiWare ACC 5.2 Administration Manual...
  • Page 53 To the caller, the call park sounds like being put on hold. Valid entry: 1 - 60 minutes. Select a greeting that the caller will hear before being placed on hold. AltiWare ACC 5.2 Administration Manual 41...

  • Page 54: Setting A System Number Plan

    You also use the system number plan to set a DID number length to use, and to define the system response to the first digit dialed—for example, pressing 9 to get a trunk line. The numbering scheme requires some thoughtful planning. AltiWare ACC 5.2 Administration Manual...
  • Page 55 7nnn extensions. Default Password The default password for newly created extensions is randomly generated by the system. (When the password is changed, it must be four to eight digits in length.) AltiWare ACC 5.2 Administration Manual 43...
  • Page 56 “*” to call an internal workgroup to report an urgent situation. Typical applications are: • One-digit emergency dialing • One-digit dialing to branch or headquarters over PSTN or VoIP • One-digit dialing to activate a feature code AltiWare ACC 5.2 Administration Manual...
  • Page 57 This feature is for internal extension users only. It does not Note: support dialing out from voice mail. Improper configuration may cause conflict with the system numbering plan. Be sure to fully test any configuration change in this area before going “live.” AltiWare ACC 5.2 Administration Manual 45...
  • Page 58 1. Select Extension Dialed Digit Translator from the Select Digit Translator drop-down list. 2. In the Extensions Group field, use the Add button to create and select an extension group that the Extension Dialed Digit Translator will apply to. AltiWare ACC 5.2 Administration Manual...
  • Page 59 In addition, you may also set 1- 9 or * to Feature Access. For example, if 7 is set to Feature Access, Station Login (#27) can also be accessed using 727. AltiWare ACC 5.2 Administration Manual 47...

  • Page 60: Setting Business Hours

    Because the business hours are used throughout the system, you or the Note: appropriate administrator must make sure the system time has been set correctly. The system time can be changed using the Date and Time options in the Windows Control Panel. AltiWare ACC 5.2 Administration Manual...
  • Page 61 For each business hour profile, set the business schedule parameters as follows: Parameter Description Select the days of the week on which the company does business. For example, if the company does business Monday – Friday, check the check boxes for those days. AltiWare ACC 5.2 Administration Manual 49...

  • Page 62: Routing Calls On Holidays

    Incoming DID and tie trunk calls will not follow holiday routes, but go to the dialed Note: extensions directly. To configure Holiday routings, select System > System Configuration, and then click the Holiday tab. AltiWare ACC 5.2 Administration Manual...
  • Page 63 Holiday list to create a new holiday. 3. In the Add Holiday dialog box that appears, select a date from the drop-down calendar and enter a description to identify the holiday. Click OK. AltiWare ACC 5.2 Administration Manual 51...

  • Page 64: Configuring System Speed Dialing

    Speed dial settings for individual extensions are set in Extension Configuration. (See “Setting up Station Speed Dialing” on page 194.) To configure Speed Dialing, select System > System Configuration, and then click the System Speed tab. AltiWare ACC 5.2 Administration Manual...
  • Page 65 914085551212 comprises 9 (trunk access code), 1 (long distance prefix), followed by 408 (area code), and then the seven-digit telephone number. Valid digits include 0 through 9, #, *, and (,) comma. The comma represents a one-second pause, when IP trunks are not used. AltiWare ACC 5.2 Administration Manual 53...

  • Page 66: Defining System Call Restrictions

    Restrict other system users from hopping-off to make an outbound call via a tie • trunk Set 10-digit dialing area codes for using trunk access code • To set up call restrictions, select System > System Configuration, then click the Call Restriction tab. AltiWare ACC 5.2 Administration Manual...

  • Page 67: Blocking Calls To Area Codes From All Extensions

    800, 888), use the Add or Delete button in the Unrestricted Area Code panel, and click Apply. The Extension Configuration’s Restriction tab references these area codes (as local and unrestricted) in its Outcall Restrictions panel. AltiWare ACC 5.2 Administration Manual 55...

  • Page 68: Locking Attacked Extensions

    Applies only to calls that use a trunk access code. For calls using a route access Note: code, 10-digit dialing area codes need to be configured in the Out Call Routing Configuration window, Dialing Pattern tab. See “Working on Dialing Patterns” on page 173. AltiWare ACC 5.2 Administration Manual...

  • Page 69: Creating Account Codes

    On the Call Reports tab, specify the following: Where to log the call detail records (CDR). The location can be an internal database, • an external database, or both. AltiWare ACC 5.2 Administration Manual 57...

  • Page 70: Internal Database Configuration (Internal Log Service)

    3. (Optional) In the Archive purged record(s) field, use the up/down arrows to select the number of months per archive file. This determines the number of months that the system will archive an existing CDR database before creating a new database. 4. Press OK or Apply. AltiWare ACC 5.2 Administration Manual...

  • Page 71: Exporting Through A Local Port

    The toll prefixes set here should match the dialing plan prefixes for the country set in the General tab (see “Setting General Parameters” on page 39). You can set the following toll call prefixes. AltiWare ACC 5.2 Administration Manual 59...

  • Page 72: Setting Emergency Numbers

    System default beginning and update prompts for callers in queue • Overhead paging • To access the Audio Peripheral configuration window, select System > System Configuration, then click the Audio Peripheral tab. Figure 14. System Configuration, Audio Peripheral tab AltiWare ACC 5.2 Administration Manual...

  • Page 73: Configuring Music On Hold And Recorded Announcements

    Listen to Music or Recorded Announcement check box. If you have two files named MusicOnWaiting in the MusicOnWaiting folder, one a Note: .wav file and one a PCM file, the .wav file takes precedence. AltiWare ACC 5.2 Administration Manual 61...

  • Page 74: Setting Greeting And Update Prompts

    A greeting associated with the activity can be recorded and played to the caller. When the user changes the Activity, the extension’s greeting is also automatically changed to the greeting associated with this activity. To access Activity configuration, select System > System Configuration, then click the Activity tab. AltiWare ACC 5.2 Administration Manual...
  • Page 75 The remaining three activity codes (7, 8, 9) are not assigned and can be customized by the administrator. To customize an activity code, click the activity code and click Edit. In the Edit Activity dialog box, enter name of the Activity and click OK. AltiWare ACC 5.2 Administration Manual 63...

  • Page 76: Feature Profiles

    #31 – Personal Call Park #41 – System Call Park #51 – Line Park Pickup #81 – Hands Free Mode #82 – Dial Tone Disabled Call Management: #26 – Station Logout #27 – Station Login AltiWare ACC 5.2 Administration Manual...
  • Page 77 After the System Administrator creates a Feature Profile, the Feature Profile can be assigned to a specific extension from the General page of Extension Configuration. (See “Setting Personal Information” on page 183 for more information on assigning a feature profile to an extension.) AltiWare ACC 5.2 Administration Manual 65...

  • Page 78: C Hapter

    2 - Marketing Group), the extension will automatically be assigned to the new feature profile. So, it is important to note which extensions are assigned to certain feature profiles, especially when adding new profiles or deleting old ones. AltiWare ACC 5.2 Administration Manual...

  • Page 79: Hapter

    An AltiGen AltiGateway license is required to set up an AltiGateway. The Note: expansion of a system by setting up AltiGateways is a service of AltiGen Professional Deployment Service. Contact AltiGen Sales for information. AltiWare ACC 5.2 Administration Manual 67...

  • Page 80: Managing Altigateways

    Set CT-Bus clock for a gateway • Set whether the gateway is in service or out of service • To open the Gateway Management window, select System > Gateway Management. Figure 2. Gateway Management window AltiWare ACC 5.2 Administration Manual...

  • Page 81: Setting Parameters

    It can be set as Mu-Law or A-Law. The default is Mu-Law for North America. For European countries and regions that are using E1 digital trunk, this setting needs to be changed to A-Law. AltiWare ACC 5.2 Administration Manual 69...

  • Page 82: Adding And Attaching A Gateway

    After you add a gateway to the list, you can attach it to the AltiWare system. Also, you may have disconnected a gateway that has already been attached. In either case, you can attach it in the Gateway Management window. AltiWare ACC 5.2 Administration Manual...

  • Page 83: Detaching And Deleting A Gateway

    You can change the selected gateway’s unique number (01, 02) and the password by clicking the Config button in the Gateway Management window. This opens the AltiGateway Configuration Tool. Make your changes, and click Apply. AltiWare ACC 5.2 Administration Manual 71...

  • Page 84: Altigateway Configuration Tool

    The IP address of the gateway identified in the title bar. Gateway ID Setting Shows the unique numeric ID of the gateway identified in the title bar. (Editable field.) Password Setting The password of the gateway identified in the title bar. (Editable field.) AltiWare ACC 5.2 Administration Manual...
  • Page 85 Parameter Description Status The status of the gateway: active, disconnected, initializing, resetting, failed. Current Softswitch IP The IP address of the machine running AltiWare. Address Product Version The software version of the AltiGateway service. AltiWare ACC 5.2 Administration Manual 73...
  • Page 86 AltiGateway Configuration Tool AltiWare ACC 5.2 Administration Manual...

  • Page 87: Hapter

    Managing Messages The Messaging tab in the Voice Mail Configuration window provides for setting basic parameters and options for messaging, including message notification retry attempts, message management options, recording options, and e-mail activation and usage. AltiWare ACC 5.2 Administration Manual 75...

  • Page 88: Setting Message Notification Retries

    5 retries means five tries after the original, or 6 total attempts. Retry Interval in The number of minutes between retry attempts. Minutes Five minutes is the minimum and 60 minutes is the maximum interval allowed. The default is 5 minutes. AltiWare ACC 5.2 Administration Manual...

  • Page 89: Setting Message Management Options

    To use the AltiWare e-mail services, configure the following settings. Parameter Description Enable SMTP/POP3 Selected, this enables incoming and outgoing mail E-Mail Service services on AltiWare—Simple Mail Transfer Protocol (SMTP) and Post Office Protocol (POP). AltiWare ACC 5.2 Administration Manual 77...

  • Page 90: Creating Distribution Lists

    AltiView or AltiAgent user applications. To configure distribution lists, select System > Voice Mail Configuration, then click the Voice Mail Distribution List tab. Figure 2. Voice Mail Configuration, Voice Mail Distribution List tab AltiWare ACC 5.2 Administration Manual...

  • Page 91: Defining A Distribution List

    Non-Member list. You can select multiple names by using Shift-click or Ctrl-click. 4. Click Apply to save your changes, or click OK to save and close the Voice Mail Configuration window. AltiWare ACC 5.2 Administration Manual 79...

  • Page 92: C Hapter

    Chapter 6: Voice Mail Configuration AltiWare ACC 5.2 Administration Manual...

  • Page 93: Hapter

    2. Record phrases for each menu level or use the pre-recorded phrases that are available to you. See “Phrase Management” on page 87 for more details on how to AltiWare ACC 5.2 Administration Manual 81...

  • Page 94: Example: Aa Planning

    The first 16 AAs are provided with the menus blank. You can edit these as described in “Editing Auto Attendants” on page 83. You don’t need to add a new AA if you’re going to use 16 or fewer. AltiWare ACC 5.2 Administration Manual...

  • Page 95: Editing Auto Attendants

    System > AA Configuration. When the AA Select window appears, select an AA in the list and click the Edit button. This opens the AA window, showing the AA you selected in the title bar. AltiWare ACC 5.2 Administration Manual 83...

  • Page 96: Configuring Menu Items

    Second step—Execute the action selected from the drop down list. The drop down • list contains the following actions: Action Description No Action An “invalid” message plays and the menu is repeated. Level - Expand Expand menu item to create additional level. Tree AltiWare ACC 5.2 Administration Manual...
  • Page 97 The trunk or route access code is not required when entering a call back number. Adv. - Collect See the discussion below on “Collecting Digits”. Digits AltiWare ACC 5.2 Administration Manual 85...

  • Page 98: Collecting Digits

    To use the Collect Digits action: 1. Select the Adv. - Collect Digits action, then set the following additional parameters: Figure 3. Collect digits Text Tag—a tag name, which is critical for the following operations: • AltiWare ACC 5.2 Administration Manual...

  • Page 99: Making Auto Attendant Assignments

    To repeat this menu, press star (*).” An example of a group greeting phrase: “Please hold; someone will be with you shortly.” This section covers information on how to use pre-recorded phrases, record custom phrases, and use professionally recorded phrases. AltiWare ACC 5.2 Administration Manual 87...

  • Page 100: Using Pre-Recorded Prompts

    2. Press 6 for the Phrase Management option. 3. Press 2 to record a phrase. 4. Enter a four-digit phrase number between 0001 and 0999. 5. Record the phrase after the tone. Press # at the end of the recording. AltiWare ACC 5.2 Administration Manual...

  • Page 101: Using Professionally Recorded Phrases

    WAV format to an AltiWare playable audio file. 5. Once you receive the prompts in the AltiWare format, place them in the C:\PostOffice\phrases\LangCustom directory on the AltiGateway that is running AltiServ. Your prompts are now ready to be used. AltiWare ACC 5.2 Administration Manual 89...

  • Page 102: C Hapter

    Chapter 7: Auto Attendant Configuration AltiWare ACC 5.2 Administration Manual...

  • Page 103: Hapter

    Store the custom phrases in new directories under the C:\PostOffice\Phrases • directory, using the prescribed naming convention. Add the new languages to the Multilingual Configuration screen. • Enable auto attendant support in the Multilingual Configuration screen, AA tab. • AltiWare ACC 5.2 Administration Manual 91...

  • Page 104: Creating Language Phrase Packages

    Phrases for language X should be saved in a pair of directories: Lang_X and LangCustom_X Lang_X stores the phrases required by the system, and LangCustom_X stores your custom phrases. For example, to add a language for Mexico, you need to create two directories: Lang_Mexico • AltiWare ACC 5.2 Administration Manual...

  • Page 105: Configuring For A Multilingual System

    C:\PostOffice\Phrases directory. 3. Enter a description for the language. This description will appear elsewhere in the graphical user interface, for example in the Extension Configuration window and the AA tab in this screen. AltiWare ACC 5.2 Administration Manual 93...

  • Page 106: Enabling Multilingual Support In The Auto Attendant

    (For example, “For English, press 1; for Spanish, press 2...”) 7. Click Apply if you have more work to do in the configuration screen, or click OK to accept the changes and close the screen. AltiWare ACC 5.2 Administration Manual...

  • Page 107: Configuring The Extension

    The default language is assigned in Extension Configuration > General tab. Figure 3. Selecting a language for an extension user In the Language drop-down list, select the desired language, and click OK. AltiWare ACC 5.2 Administration Manual 95...

  • Page 108: Extension User Can Change Language Setting

    Feature code #12 must also be enabled in System Configuration > Feature Profiles tab. To enable feature code #12: 1. In System > System Configuration > Feature Profiles tab, check the #12 - language setting check box. 2. Click OK. AltiWare ACC 5.2 Administration Manual...

  • Page 109: Using Dnis To Set The Language

    2. Click the Add button to add a number. 3. Select where you want to route callers who have dialed that number. 4. Select the appropriate language from the Language Setting drop-down list. 5. Click Apply. AltiWare ACC 5.2 Administration Manual 97...

  • Page 110: Which Language Will Be Used

    5. If DNIS is configured for language setting, the external caller hears the prompts in the language specified by the number he dialed. 6. In any other case, the system default language is used. AltiWare ACC 5.2 Administration Manual...

  • Page 111: Hapter

    • sm for a silent monitor call • trk(bbcc) for an inbound trunk call without caller ID. bb is the board logical ID • and cc is the channel ID AltiWare ACC 5.2 Administration Manual 99...

  • Page 112: Configuring Call Recording

    3. In the Central Location field, browse for the directory you want to set as the destination folder and path for saving the call recordings. If you are using FTP protocol, the FTP server must be installed and Important: configured properly on the same machine as the Central Location directory. AltiWare ACC 5.2 Administration Manual...

  • Page 113: Using A Remote Shared Directory

    1. From the desktop, select Map Network Drive from the Tools menu. Figure 2. Map Network Drive 2. In the Map Network Drive dialog box, click the Sign up for online storage or connect to a network server link. AltiWare ACC 5.2 Administration Manual 101...
  • Page 114 Figure 3. “Sign up for online storage or connect to a network server” link This invokes the Add Network Place Wizard. Figure 4. Add Network Place Wizard 3. Click Next. You’ll see the screen below: Figure 5. Add Network Place Wizard AltiWare ACC 5.2 Administration Manual...
  • Page 115 Click View some examples for correct formatting. Then click Next.The following screen is displayed: Figure 7. Add Network Place Wizard - Shortcut Name 6. Type in a name for the network place and click Next. A confirmation screen appears: AltiWare ACC 5.2 Administration Manual 103...
  • Page 116 7. Click Finish. The network place you created should appear on the desktop. Figure 9. Network Place Created 8. In the Recording Configuration window, use the Browse button to select the network place as the destination folder. AltiWare ACC 5.2 Administration Manual...

  • Page 117: C Hapter

    Chapter 9: Call Recording Configuration Figure 10. Recording Configuration Window AltiWare ACC 5.2 Administration Manual 105...
  • Page 118 Chapter 9: Call Recording Configuration AltiWare ACC 5.2 Administration Manual...

  • Page 119: Application Extension Configuration

    You can find this information in Help > About, and then click License Information. To access the Application Extension Configuration window, select System > Application Ext Configuration. The configuration window opens: AltiWare ACC 5.2 Administration Manual 107...

  • Page 120: 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 If application is not available, forward to drop-down list to select the forwarding destination. The options are: AltiWare ACC 5.2 Administration Manual...

  • Page 121: Application Information

    If a third-party application is connecting to this extension, make sure the application is properly set to log into the application extension. If the third-party application is logged in, the status shown in Figure 1 on page 108 changes to “connected.” AltiWare ACC 5.2 Administration Manual 109...
  • Page 122 Chapter 10: Application Extension Configuration AltiWare ACC 5.2 Administration Manual...

  • Page 123: Hapter

    • For information on how to install AltiGen boards, refer to the Quick Installation Guide provided with every board package. Board attributes and functions are accessible from the Boards window. Figure 1. Boards window AltiWare ACC 5.2 Administration Manual 111...
  • Page 124 Be sure to inform all users before resetting a board. Additionally, if the board is a resource board (VoIP 12 port, VoIP 30 port, Triton resource board, 30-party conference board), resetting it will disconnect all calls that use the resource. AltiWare ACC 5.2 Administration Manual...

  • Page 125: Using The Triton Resource Board

    Configuring the Quantum Board Double-click the Quantum board in the Boards window to open the Board Configuration window, similar to Figure 2 on page 112. See attribute descriptions below Figure 2. Note the following additional information: AltiWare ACC 5.2 Administration Manual 113...

  • Page 126: Configuring The Triton Analog Station Board

    See “Triton Analog Station Line Properties” on page 189. Clicking the Board Configuration button opens a configuration dialog box that • displays the board’s serial number, DSP clock, physical and logical IDs. Figure 3. Board Configuration dialog box AltiWare ACC 5.2 Administration Manual...

  • Page 127: Configuring The Triton Analog Trunk Ls/Gs And Ls Boards

    SIP and H.323 devices. The Triton VoIP board can be configured as a 12-port G.711/G.723.1/G.729AB or 30- port G.711 board. For limitations on configuring Triton VoIP boards and ports see the AltiGen Telephony Hardware Manual. AltiWare ACC 5.2 Administration Manual 115...

  • Page 128: Configuring The Triton T1/E1 Board

    Double-click a channel group to open a configuration window, discussed in the • following section. Clicking the Board Configuration button opens a configuration dialog box that • displays the board’s serial number, DSP clock, physical and logical IDs. AltiWare ACC 5.2 Administration Manual...
  • Page 129 Double-clicking a channel group for a Triton T1 board in the Channel Group Info pane opens a T1 or E1 Configuration dialog box, as in Figure 7 and Figure 8. Figure 7. Triton T1 configuration dialog box AltiWare ACC 5.2 Administration Manual 117...

  • Page 130: Reading The Status Messages

    To locate the AIS alarm, Indication Signal all 1’s to our T1/E1; AIS have the carrier check (AIS)> = Alarm Indicator the T1 network element Signal; all ones detected connected to the T1 interface and trace the problem. AltiWare ACC 5.2 Administration Manual...
  • Page 131 The Out Of Frame counter registers every time the T1 chip is forced to re-frame when receiving a frame with severe errors. The Receiver Frame Slips counter shows the number of Rec Frame Slips frame slips for the receiver. AltiWare ACC 5.2 Administration Manual 119...
  • Page 132 7 is forced to a one. Bell Zero Code Suppression replaces bit 7 of an all zero channel byte with a one. CD Bits Handling CD Bits Handling is not editable. AltiWare ACC 5.2 Administration Manual...

  • Page 133: Setting Up Channels On The Triton T1/E1 Board

    T1 to PRI or vice versa. Otherwise, the system will generate garbage call records to your internal or external logger service. See “Setting General Trunk Attributes” on page 138 for details. AltiWare ACC 5.2 Administration Manual 121...
  • Page 134 D channel. Enable Tie Trunk—check this box to enable a tie trunk. Tie trunks must terminate • to a system also configured as a tie trunk. This option not available when E1 CAS is selected. Note: AltiWare ACC 5.2 Administration Manual...
  • Page 135 Enable Tie Trunk—check this box to enable a tie trunk. Tie trunks must terminate • to a system also configured as a tie trunk. This option not available when T1 CAS is selected. Note: AltiWare ACC 5.2 Administration Manual 123...
  • Page 136 Network and the other as User. For example, set one to NI-2 PRI Network and the other to NI-2 PRI. AT&T 4ESS PRI Network • AT&T 5ESS PRI Network • NT DMS-100 PRI Network • NI-2 PRI Network • AltiWare ACC 5.2 Administration Manual...
  • Page 137 Network and the other as User. For example, set one to NT DMS-100 PRI Network and the other to NT DMS-100 PRI. Austel TS014 PRI Network • ETSI NET5PRI Network • NT DMS-100 PRI Network • AltiWare ACC 5.2 Administration Manual 125...
  • Page 138 All Other Numbers—for calls that do not fall into any category above, for example, • 911, 311. For each class, select the type of number/numbering plan from the drop-down list: Type of Number: • Unknown – International – National – Network Specific – Subscriber Number – AltiWare ACC 5.2 Administration Manual...
  • Page 139 PRI connection. In some cases where a shared D channel is used, other TEI values might be required to identify which span will be used for a call. Assigned by CO switch—do not use this setting unless advised by your CO. • AltiWare ACC 5.2 Administration Manual 127...
  • Page 140 If you select the third option, specify “assigned numbers” by clicking the Add button and entering the numbers. To edit or delete a number you added, select it and click the Edit or Delete button. AltiWare ACC 5.2 Administration Manual...

  • Page 141: Installing A Channel Service Unit (Csu)

    2. T1 is installed but not turned on because there is no termination device for a period of time. 3. T1 is turned on but channel is not in service. AltiWare provides basic troubleshooting information in the T1 Span Configuration window, described in “T1 and E1 Configuration” on page 117. AltiWare ACC 5.2 Administration Manual 129...

  • Page 142: Configuring Virtual Boards Sipsp And H323Sp

    Configuration button opens this dialog box: If you change the number of SIP extension or tie trunk channels, you must stop and restart the switching and gateway services. Figure 17. SIP Signaling Channel Configuration dialog box AltiWare ACC 5.2 Administration Manual...

  • Page 143: Configuring The H323Sp Board

    Max Tie-Trunk Channel: Sets the maximum number of trunk channels for this • board in increments of 4, from 4 to 96. You need to reboot the AltiWare system after the maximum trunk channel number is changed. AltiWare ACC 5.2 Administration Manual 131...

  • Page 144: Configuring The Max Board

    In the channel group configuration dialog box, click the Protocol button to open the • Protocol Configuration dialog box. For information on configuring protocol, see “Setting up Channels on the Triton T1/E1 Board” on page 121. AltiWare ACC 5.2 Administration Manual...

  • Page 145: Configuring The Virtual Mobileext Board

    Only one gateway can include a MobileExt board, even if the system consists of multiple gateways. Configuring the virtual MobileExt board is discussed on page 228 in the chapter “Mobile Extension Configuration.” AltiWare ACC 5.2 Administration Manual 133...
  • Page 146 Chapter 11: Board Configuration AltiWare ACC 5.2 Administration Manual...

  • Page 147: Hapter

    To find out channel information, right-click a trunk in the Trunk View window (shown in Figure 2, below), and select Channel Physical Location. The Channel Information box appears, displaying logical board ID, board name, channel group type, and channel ID. AltiWare ACC 5.2 Administration Manual 135...

  • Page 148: Opening The Trunk Configuration Window

    Double-click a trunk in the Trunk View window. • Selecting Channel Properties from the right-click menu in Trunk View bypasses the general Trunk Configuration window to open a trunk properties window specific to the selected trunk. Figure 2. Trunk View window AltiWare ACC 5.2 Administration Manual...

  • Page 149: Selecting Trunks To Set Attributes

    Select the trunks you want to apply changes to, then click OK. (Use Ctrl+click and Shift+click to select several trunks.) This applies changes to multiple trunks for only the attribute or option that you changed. AltiWare ACC 5.2 Administration Manual 137...

  • Page 150: Setting General Trunk Attributes

    "Outgoing" trunk, the incoming call will be rejected by the system. To avoid this mistake, make sure you check with your carrier to verify the hunting number before you configure a trunk to Outgoing. AltiWare ACC 5.2 Administration Manual...
  • Page 151 Use Overlap dialing for analog and T1-CAS trunks for best results. Calls will be completed faster. En-bloc - The system will buffer all dialed digits and send it to the CO at once. • Typically is used in ISDN-PRI trunk and SIP trunk. AltiWare ACC 5.2 Administration Manual 139...
  • Page 152 [Caller’s Extension Number] and [Target’s Extension Number] to the other side of the tie trunk. Because the format is AltiGen proprietary, you may have a problem if you enable this configuration when connecting to a non-AltiGen PBX. AltiWare ACC 5.2 Administration Manual...
  • Page 153 Trunk Properties—Opens a dialog box that allows you to configure low-level, • hardware-specific properties for each trunk. The options vary depending on the type of board and trunk; this is discussed in subsequent sections. AltiWare ACC 5.2 Administration Manual 141...

  • Page 154: H323 Tie Trunk Properties

    Figure 4. Configuration dialog box for a Triton VoIP channel See “Configuring the SIPSP Board” on page 130 for board configuration information. This is signal only trunks. Make sure you have enough IP resource boards to cover Note: your needs. AltiWare ACC 5.2 Administration Manual...

  • Page 155: Sip Trunk Properties

    In the Trunk Configuration window, select a SIP trunk type, click the Trunk • Properties button, then click the SIP Trunk Configuration button. In the Board View window, double-click a SIPSP board type, click the Board • Configuration button, then click the SIP Trunk Configuration button. AltiWare ACC 5.2 Administration Manual 143...
  • Page 156 To copy the information in one row to other rows, select the row and click Copy To. Then select the rows you want to copy the information to, using CTRL+click and Shift+click to select several rows. Click OK. To delete a row, select it and click Delete. AltiWare ACC 5.2 Administration Manual...

  • Page 157: Triton T1/E1 Trunk Properties

    Specifies the delay, in milliseconds, after trunk seizure and before digit dialing. This configuration will slow down the system transmitting digits to the CO by a defined delay to avoid missing digits. Do not change this value unless advised. AltiWare ACC 5.2 Administration Manual 145...
  • Page 158 “Configuring One or Multiple Trunks” on page 137, to apply the Caller ID Collection to multiple T1 trunks. In order for back-to-back T1 and tie trunk T1 configurations to perform properly, Note: it is recommended that you use the system’s default incoming call sequences: AltiWare ACC 5.2 Administration Manual...

  • Page 159: Caller Id And Did Incoming Sequence Example

    In this example, the AltiWare ACC/ACM system is expecting either the sequence or only digits for incoming calls. If no match is found for either sequence, #CID*DID no Caller ID or DID digits are collected. AltiWare ACC 5.2 Administration Manual 147...

  • Page 160: Triton Analog Trunk Gs/Ls Properties

    Note that you can use Apply to in 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: Loop Start Trunk • Ground Start Trunk • AltiWare ACC 5.2 Administration Manual...
  • Page 161 CO disconnect signal), after answering an incoming call. Loop Break Duration Disconnects signal if CO breaks loop current. You can set (ms) the duration from 200 to 1000 ms. 600 ms is common in North America. AltiWare ACC 5.2 Administration Manual 149...
  • Page 162 Hybrid Echo Return The measurement for hybrid echo return loss (displayed Loss after you click the Diagnose button or the Match Impedance button). Acceptable range for Hybrid Echo Return Loss is less than -6 dB. AltiWare ACC 5.2 Administration Manual...

  • Page 163: Performing Impedance Match On Your Own

    Diagnosis section of the main dialog box. The Hybrid Echo Return Loss field shows the measurement before adaptation of the selected Impedance profile, and the Echo Return Loss field shows the measurement after adaptation of the selected Impedance profile. AltiWare ACC 5.2 Administration Manual 151...

  • Page 164: Measuring The Rx Level Of A Trunk Channel

    1. Write down the Rx Gain, then set it to 0dB and click OK. 2. Write down the Impedance setting, then change it to 600ohm, and click OK. 3. Call the number you got from your CO, as noted above. AltiWare ACC 5.2 Administration Manual...

  • Page 165: If You Need To Improve The Rx Level

    (the number must be less than 1000). This phrase is a 1 kHz test tone. 2. Select an unused AA and set the AA to play the prompt phrase you named in step 1 (0990 in this example). AltiWare ACC 5.2 Administration Manual 153...
  • Page 166 Figure 12. Setting Timeout to Repeat Current Level 4. Select a trunk as a testing reference—an analog trunk with a specific phone number is best—and set the trunk In Call Routing to the Test Line Loss AA. AltiWare ACC 5.2 Administration Manual...
  • Page 167 Set the Transmitting gain to IP Extension to 9 for the Triton Analog Trunk. (Do NOT change the gain in the trunk property of the Triton Analog Trunk Board, since it may impact the echo canceller performance.) AltiWare ACC 5.2 Administration Manual 155...
  • Page 168 Chapter 12: Trunk Configuration If the reading is worse than -18 dB, you should contact your CO to adjust the line loss to the acceptable range. AltiWare ACC 5.2 Administration Manual...

  • Page 169: Quantum Trunk Properties

    OHMs. Impedance occurs when power or signal is transferred from one circuit to another. The setting options are: 600 OHMs (domestic setting) • 900 OHMs (international setting, depending on the country) • External • AltiWare ACC 5.2 Administration Manual 157...
  • Page 170 (dB Gain) 0 dB The default setting is , and it is highly recommended not to change this setting. Caution! Setting the volume too high will cause distortion in voice quality and/or missed DTMF digits. AltiWare ACC 5.2 Administration Manual...
  • Page 171 0 dB to -7 dB for every Quantum Trunk channel. 0 dB The default setting is , and it is highly recommended not to change this setting. Caution! Setting the volume too high will cause distortion in voice quality and/or missed DTMF digits. AltiWare ACC 5.2 Administration Manual 159...

  • Page 172: Incoming Call Routing

    Route to the operator • Outgoing Call Blocking To set outgoing call blocking for a trunk, select the trunk in the General tab, then click the Out Call Blocking tab in the Trunk Configuration window. AltiWare ACC 5.2 Administration Manual...

  • Page 173: C Hapter

    Schedule 1, 2, and 3 options to set up to three different time periods during which calls are allowed. You can use Apply to to apply the settings to multiple trunks. AltiWare ACC 5.2 Administration Manual 161...
  • Page 174 Chapter 12: Trunk Configuration AltiWare ACC 5.2 Administration Manual...

  • Page 175: Hapter

    The In Call Routing Configuration window lets you enter Caller ID and DNIS numbers into a routing table and set routing rules for a matched number. To configure In Call Routing, select PBX > In Call Routing Configuration. AltiWare ACC 5.2 Administration Manual 163...

  • Page 176: Caller Id Routing

    • the nature of the number and routing. For example, you might give the 2529712 number the name “Tech Support.” To delete an entry, select it in the Caller ID number list, then click Delete. AltiWare ACC 5.2 Administration Manual...

  • Page 177: Defining Caller Id Routing

    In order to locate an entry in the DNIS table for an incoming call, a full match is required. To access DNIS routing settings, click the DNIS Routing tab in the In Call Routing Configuration window. AltiWare ACC 5.2 Administration Manual 165...

  • Page 178: Adding And Deleting Dnis Route Entries

    For each number, you can set routing for three distinct time periods defined in the Business Hours tab (see “Setting Business Hours” on page 48): During Business Hours • Outside Business Hours • AltiWare ACC 5.2 Administration Manual...
  • Page 179 Language Setting—lets you specify that callers who dialed the selected number will • hear prompts in the language you set here. This field will have choices only if you added sets of prompts according to the instructions in “Multilingual Configuration” on page 89. AltiWare ACC 5.2 Administration Manual 167...

  • Page 180: C Hapter

    Chapter 13: In Call Routing Configuration AltiWare ACC 5.2 Administration Manual...

  • Page 181: Hapter

    If there is no match in the Dialing Pattern table, the system examines the digits to • determine if the call is a local, long distance, international, or emergency call. The routes defined in the Default Routes tab are used to process the call. AltiWare ACC 5.2 Administration Manual 169...

  • Page 182: Configuring Out Call Routing

    9+911 dialing would be a good practice. Some configuration examples are provided at the end of the chapter. Please use them as a reference to help you configure your dialing pattern correctly. AltiWare ACC 5.2 Administration Manual...

  • Page 183: Working With Route Definitions

    (the first trunk listed is used first, and so forth). Not Member Displays all trunks that are not assigned to the selected route. AltiWare ACC 5.2 Administration Manual 171...

  • Page 184: Setting Default Routes

    You can set default routes for four types of outgoing calls: local, long distance, international, and emergency. It is important that you set up default routes right after routes are WARNING! defined. Failing to do so will cause outbound dialing failure. AltiWare ACC 5.2 Administration Manual...

  • Page 185: Working On Dialing Patterns

    Your area may have both 10-digit and 1+10 digit dialing in a same area code. • Your system needs to borrow another system's trunk to make an outbound call over • an IP or tie trunk. AltiWare ACC 5.2 Administration Manual 173...
  • Page 186 5. If this is a restricted number or pattern, skip step 4 and check the Disallow this dialing pattern check box. To delete a dialing pattern Select the pattern you want to delete, and click the Delete button. AltiWare ACC 5.2 Administration Manual...

  • Page 187: Dialing Pattern Configuration Tips

    In other words, if extension and system call restrictions are not blocking a number or pattern, you can use Out Call Routing to build restriction rules to block numbers or patterns. AltiWare ACC 5.2 Administration Manual 175...

  • Page 188: Configuration Example - Solving 10-Digit Dialing

    1214 or 1972 when dialing a local call. Configuration Steps: 1. Create a route to include all the T1 channels. 2. Apply the route to Default Routes. AltiWare ACC 5.2 Administration Manual...
  • Page 189 4. Define a route called “10-digit Dialing” and add all T1 channels to the route. In the “Digit Manipulation” section, check the first box, select Delete from Head, and delete 1 digit: 5. Apply the “10-digit Dialing” route to dialing pattern 1214 and 1972: AltiWare ACC 5.2 Administration Manual 177...

  • Page 190: Resolving Dialing Delay For Non-Usa/Canada Countries

    1. On the Number Plan tab in the System Configuration window, select a digit for route access. 2. On the Route Definition tab of the Out Call Routing Configuration window, add a route definition entry for en-bloc and assign the member en-bloc trunk(s). AltiWare ACC 5.2 Administration Manual...
  • Page 191 The Dialing Pattern tab 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. AltiWare ACC 5.2 Administration Manual 179...

  • Page 192: C Hapter

    Chapter 14: Out Call Routing Configuration AltiWare ACC 5.2 Administration Manual...

  • Page 193: Hapter

    107. To set up an IP extension, see “Setting Up IP Extensions” on page 213. To set up a mobile extension, see “Mobile Extension Configuration” on page 227. Click a column head to sort by that column. Figure 1. Extension Configuration window There are three types of extensions: AltiWare ACC 5.2 Administration Manual 181...

  • Page 194: About The Apply To Button

    Plan tab in the System Configuration window, as described in “Setting a System Number Plan” on page 42. 3. If you have a multi-site setup, with multiple AltiServ systems connected over IP, a VoIP Domain is created in the AltiEnterprise configuration. If you want to publish the AltiWare ACC 5.2 Administration Manual...

  • Page 195: Setting Personal Information

    A valid password must be 4 to 8 digits (numbers or letters A-Z) in length and cannot be the same as its extension number. Basic password patterns, such as repeated digits (1111), consecutive digits strings (1234), or digits that match the extension AltiWare ACC 5.2 Administration Manual 183...
  • Page 196 Feature Profiles tab of System Configuration (see “Feature Profiles” on page 77). Enable Dial-By-Name—Select this box to allow incoming callers to search the • extension list by employee name for this extension. AltiWare ACC 5.2 Administration Manual...

  • Page 197: Forced Account Code

    License Assignment—Choose Concurrent Session or Dedicated Seat for the • selected extension. Concurrent Session—When this extension is in recording state, a recording • license is consumed; otherwise, a recording license is not being consumed by this extension. AltiWare ACC 5.2 Administration Manual 185...
  • Page 198 The recording setting at Extension Configuration only applies to non-workgroup • calls. The recording setting at Workgroup Configuration only applies to workgroup calls. To allow an agent to record all calls (non-workgroup and workgroup), both recording settings must be enabled. AltiWare ACC 5.2 Administration Manual...

  • Page 199: Physical Location And Type

    Line Properties button to open a dialog box that is specific to the board used for the extension. The Line Properties are somewhat different for Quantum Board than for Triton Analog Station Boards. The subsequent sections deal first with Quantum, then with Triton Analog Station. AltiWare ACC 5.2 Administration Manual 187...
  • Page 200 You can increase the extension phone's talk volume up to 7dB with this setting. The volume will be higher for the person on the other end of the line. Default is Setting this parameter too high may cause voice distortion. AltiWare ACC 5.2 Administration Manual...
  • Page 201 • MDMF—Multiple Data Message Format for supporting and sending multiple data types, such as name and number information. (Default for US/Canada installation.) • DTMF—Dual Tone Multi-Frequency, composed of high and low frequencies, for touch tone dialing. AltiWare ACC 5.2 Administration Manual 189...

  • Page 202: Ip Extension Configuration

    Default is 0 dB. IP Extension Configuration See “Setting Up IP Extensions” on page 213 for information on configuring this section of the Extension Configuration General tab. AltiWare ACC 5.2 Administration Manual...

  • Page 203: Phone Display Options

    Once a group is established, use the Extension Configuration window, Group tab, to configure hunt group and workgroup options for an individual agent extension, such as how much wrap-up time to allow that individual agent after a workgroup call. AltiWare ACC 5.2 Administration Manual 191...
  • Page 204 2. Click the Add button to move it to the Member list. If a hunt group or workgroup is configured to Ring All Available Members, the Note: maximum number of members is 20. See “Setting Call Handling Options” on page 246 for details. AltiWare ACC 5.2 Administration Manual...

  • Page 205: Setting Inter Call Delay

    All calls made by the agent while logged into the workgroup will be tracked as calls from the workgroup. The agent’s outgoing workgroup can be assigned to any workgroup of which he is a member. AltiWare ACC 5.2 Administration Manual 193...

  • Page 206: Setting Up Station Speed Dialing

    00–19, and are entered by the user following the extension speed dial access code, #77. To work with Speed Dialing settings, click the Speed Dialing tab, then select the extension you want to set speed dialing for. Figure 5. Extension Configuration, Speed Dialing tab AltiWare ACC 5.2 Administration Manual...

  • Page 207: Setting The Mailbox Options

    To work with mailbox settings, select the extension number you want to work with from the Agent/Supervisor/Extension list, then click the Mail Management tab. AltiWare ACC 5.2 Administration Manual 195...

  • Page 208: Setting An Information-Only Mailbox

    “ext” followed by the extension number. For example, the default e-mail name for extension 2497 would be ext2497. Retrieve Voice Mail by Email Client—selected, this sends voice mail to the user’s • e-mail as an attachment. AltiWare ACC 5.2 Administration Manual...

  • Page 209: Mail Forwarding Options

    Setting Mailbox Capacities You can set various mailbox capacities with the following options: Parameter Description Max Number of Maximum number of messages stored in the user’s mailbox. Messages The range is 1–999, defaulting to 100. AltiWare ACC 5.2 Administration Manual 197...

  • Page 210: Setting Message Notification Options

    AltiView and AltiAgent. You can use Apply to to apply notification settings to one, some, or all Note: extensions. See “About the Apply To Button” on page 182 for more information on using Apply to. AltiWare ACC 5.2 Administration Manual...

  • Page 211: Setting The Message Types For Notification

    Setting Parameters for Unusual VM Activity To change the parameters for the number of calls or length of a call, you must add the following strings and values to the Windows registry: AltiWare ACC 5.2 Administration Manual 199...

  • Page 212: Setting The Type Of Notification

    Phone radio button. The Any option means to locate any available trunk. Then type in the number with all relevant dialing prefixes other than the trunk code, using a maximum of 63 digits. Note also the following considerations: AltiWare ACC 5.2 Administration Manual...

  • Page 213: Setting Notification Timing

    2 to 5 seconds. In some cases, the pager carrier cannot detect DTMF right after the call connection. (Default is 10 seconds, maximum is 30.) AltiWare ACC 5.2 Administration Manual 201...

  • Page 214: Setting Notification Business Hours

    Reminder Call to an Outside Number check box on the Restriction tab of Extension Configuration. Configuring Calling Restrictions To work with extension call restrictions, select the extension number you want to work with from the Agent/Supervisor/Extension list, then click the Restriction tab. Figure 8. Extension Configuration, Restriction tab AltiWare ACC 5.2 Administration Manual...

  • Page 215: Setting Call Restriction Options

    You need to check the second and third options to be able to check this configuration. Allowing any of these options may increase the potential for toll fraud. Make Caution! AltiWare ACC 5.2 Administration Manual 203...

  • Page 216: Setting Answering Options

    Figure 9. Extension Configuration, Answering tab 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. AltiWare ACC 5.2 Administration Manual...
  • Page 217 3 seconds the agent should hear DTMF tones (123). Two other examples using Free Format: "92529712,,,,,5,,,211" means dial trunk access code 9, and an outside number 2529712, wait 5 seconds, dial 5, and wait 3 AltiWare ACC 5.2 Administration Manual 205...

  • Page 218: Do Not Disturb

    The caller will hear a ring back tone while in queue. The call will be shown as "ringing" on AltiConsole. AltiWare ACC 5.2 Administration Manual...

  • Page 219: Handling Unanswered Calls

    Figure 10. Enable One Number Access option on the Answering tab Also, if the Enable Do Not Disturb option is selected in the Answering tab, the call is forwarded to voice mail regardless of ONA settings. AltiWare ACC 5.2 Administration Manual 207...

  • Page 220: One Number Access Options

    Disable on this tab does not destroy the data you might have entered. For example, if you entered a group of Caller IDs to use to identify the caller, these will be available if you enable one number access at a future time. AltiWare ACC 5.2 Administration Manual...

  • Page 221: Call Screening

    If the ONA call is not answered within the ring duration, the system will terminate the ONA call. This option will prevent a cell phone voice mail from answering the ONA call and recording the ONA announcement phrase into the cell phone voice mail box. AltiWare ACC 5.2 Administration Manual 209...

  • Page 222: Setting Up Monitor Lists

    1001, not workgroup calls. In AltiSupervisor, the user can monitor only the workgroup(s) he or she logs in to, • regardless of the monitoring rights assigned to his or her extension in AltiWare Administrator. AltiWare ACC 5.2 Administration Manual...

  • Page 223: Configuring A Monitor List

    Check the Trunk Monitor Enable check box to allow monitoring of the AltiLink Plus trunk events at the selected extension. Click the Default button to return the settings to the default—the extension can monitor its own calls. AltiWare ACC 5.2 Administration Manual 211...
  • Page 224 Chapter 15: Extension Configuration AltiWare ACC 5.2 Administration Manual...

  • Page 225: Hapter

    The media channel (voice stream) is connected between two IP phones under normal operation. There are some special situations that require you to configure the IP phone to connect its voice stream to the server. Please see “Setting an IP Extension” on page 217 for information. AltiWare ACC 5.2 Administration Manual 213...
  • Page 226 SIP Virtual Board—Establishes a logical board ID relationship with other types of • physical boards in the system (displayed on Board View window as SIPSP board). SIP Signaling Channel—Creates SIP signaling channels for IP Extensions (access • through SIPSP board, Channel Group configuration). AltiWare ACC 5.2 Administration Manual...
  • Page 227 NAT router exists between AltiServ and remote IP phone • SIP supports a direct connection of the voice stream between SIP phones. H.323 tie- trunks still require the voice stream to connect to the server. AltiWare ACC 5.2 Administration Manual 215...
  • Page 228 Configure Codec Profile—Creating a profile for each codec type, jitter buffer, • packet length, DTMF tone delivery, and ring back tone treatment (SIP Early Media). Assign Codec to Device—Configuring codec profile to a single IP address or a • range of IP addresses. AltiWare ACC 5.2 Administration Manual...

  • Page 229: Setting An Ip Extension

    The non-workgroup call recording option is checked for this extension. • This IP extension is a workgroup agent and the workgroup recording is • checked. You allow a workgroup supervisor to barge-in, listen to, coach, or record this • agent's conversation. AltiWare ACC 5.2 Administration Manual 217...

  • Page 230: Setting Voip Codec For Ip Extension

    If your local IP address is not in the pre-configured range, you need to add the local IP address range into the IP Codec setting. Otherwise the system will use the Default (Prefer G.723.1 support G.729) setting for your IP extensions. AltiWare ACC 5.2 Administration Manual...
  • Page 231 Prefer G.729 support G.723.1, if desired. To set up the VoIP codec and define IP address ranges, see “Setting VoIP Codec Profiles” on page 304 and “Assigning Codec Profiles to IP Addresses” on page 306. AltiWare ACC 5.2 Administration Manual 219...
  • Page 232 Chapter 16: Setting Up IP Extensions AltiWare ACC 5.2 Administration Manual...

  • Page 233: Hapter

    Force the IP phone to reset and download new firmware • Configure programmable keys • Allow the IP phone to receive workgroup real time status • To configure the AltiGen IP phone, select PBX > AltiGen IP Phone Configuration. AltiWare ACC 5.2 Administration Manual 221...
  • Page 234 Lets you set the digit required to enable a user to return an Trunk outside call from the Call Log. The default trunk access code Access can be the route access code, if it is set in AltiWare Code Administrator. AltiWare ACC 5.2 Administration Manual...
  • Page 235 IP phone is behind a NAT router. You need to enter a Diagnostic password when logging in to AltiWare Admin (before you enter your Admin password) to enable this configuration. Default setting is 60 seconds. AltiWare ACC 5.2 Administration Manual 223...

  • Page 236: C Hapter

    (plus the Display Workgroup Status field on the Alti-IP 600 and IP 705). Programmable key settings are described in the next table. Figure 2. IP Phone Configuration window, IP 705 tab and IP 710 tab AltiWare ACC 5.2 Administration Manual...
  • Page 237 (Alti-IP 600 and IP 705) When enabled, allows the IP phone to Workgroup display workgroup queue status, such as number of queued Status calls, the current longest queue time, agent login/logout state by pressing the Down arrow key. AltiWare ACC 5.2 Administration Manual 225...
  • Page 238 Debug, and Display Workgroup Status (IP 705 and IP 600). Copy From Button The Copy From button allows you to copy Programmable Key settings from one IP phone extension to another. No other settings are carried over. AltiWare ACC 5.2 Administration Manual...

  • Page 239: Hapter

    The second * must be pressed within 1.5 seconds, or the system interprets it as one *. #82—Dial tone mute • Supervisor silent monitoring, coaching, and barge-in • The extension can be dynamically logged in using #27 from an internal, mobile, or IP device. AltiWare ACC 5.2 Administration Manual 227...

  • Page 240: Mobile Extension Diagram

    Setting Up a Mobile Extension To set up a Mobile Extension Board 1. In the Boards window, double-click a Triton board (PRI board strongly recommended) to be used as a mobile trunk, then click the Board Configuration AltiWare ACC 5.2 Administration Manual...
  • Page 241 Although a whole PRI span is added, if Mobile Trunk Allocation is selected Note: as Shared (see Figure 5 on page 232), individual trunks, when idle, still can be used dynamically by normal PRI trunk traffic or mobile extensions. AltiWare ACC 5.2 Administration Manual 229...
  • Page 242 4. Note the logical ID of the MobileExt board. In Figure 3, it is 15. To set up a mobile extension 1. Open the Extension Configuration window. 2. To assign an extension to a mobile extension port, select a virtual extension and change it to a physical extension. AltiWare ACC 5.2 Administration Manual...
  • Page 243 The new location is displayed in the Extension View window. 4. With the extension selected, click the Line Properties button to configure the mobile PSTN number and other options for this mobile extension. The ExtensionAnywhere Configuration - MobileExt dialog box opens. AltiWare ACC 5.2 Administration Manual 231...
  • Page 244 ID verification if a mobile trunk port is dedicated to this mobile extension. The mobile extension user will hear a dial tone when calling into this specific trunk port. Use the Browse button (…) to select the desired mobile trunk. AltiWare ACC 5.2 Administration Manual...
  • Page 245 5. In the Boards view of AltiWare Administrator, double-click the MobileExt board. A Board Configuration dialog box opens. 6. In the Board Configuration dialog box, double-click the channel group (on the right- hand side). The following dialog box opens: AltiWare ACC 5.2 Administration Manual 233...
  • Page 246 ID, trunk allocation (shared or dedicated), phrase 1 (Play Phrase After Answered), and phrase 2 (Play Phrase Before Dial Tone) of each extension port. Mobile Trunks table—displays fields for the board, span, channel, trunk • allocation, mobile extension and status of each mobile trunk. AltiWare ACC 5.2 Administration Manual...

  • Page 247: Voice Mail For Mobile Extensions

    You can check the Press any key to answer call option to prevent this problem. Only analog trunks can be allocated as dedicated mobile trunks. • AltiWare ACC 5.2 Administration Manual 235...
  • Page 248 Chapter 18: Mobile Extension Configuration AltiWare ACC 5.2 Administration Manual...

  • Page 249: Hapter

    Does hot have queue overflow and quick queue option • Limited call distribution capability • No supervisor application to manage agents and calls in queue • No client application for agents to perform login/logout • AltiWare ACC 5.2 Administration Manual 237...

  • Page 250: Overview Of Huntgroup Configuration Window

    Setting Up Hunt Groups Set up new hunt groups in the Huntgroup Configuration window. AltiWare ACC 5.2 Administration Manual...

  • Page 251: Establishing Basic Hunt Group Attributes

    DID incoming call. Enable Dial-By-Name Service—check this box to allow callers to search the list by • employee name for this hunt group extension. Description—describe the purpose of this hunt group. • AltiWare ACC 5.2 Administration Manual 239...

  • Page 252: Setting Call Restrictions

    To add extensions to a hunt group: 1. In the Huntgroup Configuration window, select the hunt group number in the Group List. The hunt group number appears in the window title bar. 2. Click the Group Member tab. AltiWare ACC 5.2 Administration Manual...

  • Page 253: Setting Login Status For System Restart

    Setting Hunt Group Mail Management The Mail Management settings define how voice messages are handled for a hunt group, including how messages are announced and processed, and how much capacity is allotted to message storage. AltiWare ACC 5.2 Administration Manual 241...

  • Page 254: Disabling A Mailbox

    If you enable mail forwarding, you also specify what you want done with the original messages after they have been forwarded. In the drop-down list you can choose to: Delete Messages after Forward – Keep the Messages as New – AltiWare ACC 5.2 Administration Manual...

  • Page 255: Setting Mailbox Playback Options

    Setting Message Notification Options To set notification options on new incoming e-mail and voice messages, click the Notification tab in the Huntgroup Configuration window, and select the hunt group number from the Group List. AltiWare ACC 5.2 Administration Manual 243...

  • Page 256: Setting The Message Types For Notification

    There are four options for sending the notification or reminder message: phone, pager, extension or custom application (Custom App). Extension - to use the Extension option, select the Extension radio button, then • type the extension number into the text box. AltiWare ACC 5.2 Administration Manual...

  • Page 257: Setting Notification Timing

    Seconds after Dialing—If the pager carrier cannot provide an answer supervision • signal, check this option and set a delay time. (Default 5 seconds, maximum 30 seconds.) AltiWare ACC 5.2 Administration Manual 245...

  • Page 258: Setting Notification Business Hours

    See “Apply to Button” on page 238 for more information on using Apply to. To work with hunt group call handling options, click the Call Handling tab in the Huntgroup Configuration window, and select the hunt group number from the Group List. AltiWare ACC 5.2 Administration Manual...

  • Page 259: Handling Busy Calls

    To option in the Forward All Calls section of the Call Handling tab, and select an option. The forwarding options are as follows: To Voice Mail • To an Extension—select an extension number in the drop-down list. • AltiWare ACC 5.2 Administration Manual 247...

  • Page 260: Handling Unanswered Calls

    If this member is busy, the call goes to the second member configured and so forth. AltiWare ACC 5.2 Administration Manual...

  • Page 261: Setting Queue Management Options

    For each hunt group you can either use the system default audio peripheral configuration or you can set up a custom configuration. Figure 6. Huntgroup Configuration, Queue Management tab AltiWare ACC 5.2 Administration Manual 249...

  • Page 262: C Hapter

    Depending on how long the caller is in the queue, the caller will hear phrases 1-5, in order, after which phrase 5 will be repeated. For information about creating custom phrases, see Chapter 7, "Auto Attendant Configuration". AltiWare ACC 5.2 Administration Manual...

  • Page 263: Hapter

    The IP phone user can terminate a paging session by pressing the Release key on • the phone. IP phones in DND mode will not be paged. • To configure paging, select PBX > Paging Group Configuration. AltiWare ACC 5.2 Administration Manual 251...
  • Page 264 First Name and Last Name of the paging group, each with a maximum of 32 • characters. Password for the paging group. The default is the system password set on the • Number Plan tab of the System Configuration window. Description for the paging group. • AltiWare ACC 5.2 Administration Manual...
  • Page 265 If an IP phone in a different network segment needs to be in a paging group, you • need to configure intermediate routers to pass through the IP multicast packets. IP paging to remote IP phones over WAN is not supported. • AltiWare ACC 5.2 Administration Manual 253...
  • Page 266 Chapter 20: Paging Group Configuration AltiWare ACC 5.2 Administration Manual...

  • Page 267: Hapter

    • the Line Park Group. The park line is released when the call disconnects, is answered, or is forwarded due • to time out. To configure line park, select PBX > Line Park Configuration. AltiWare ACC 5.2 Administration Manual 255...
  • Page 268 Play greeting phrase to caller when parked—Select this option to have the • system play the greeting phrase you select from the drop-down box, before playing music on hold. Specify whether to play the greeting once only, or every x seconds. AltiWare ACC 5.2 Administration Manual...
  • Page 269 #51, followed by the Park Line ID. To delete a Line Park Group: 1. In the Line Park Configuration window, select a Line Park Group from the Groups list. 2. Click the Delete button below the Groups list. AltiWare ACC 5.2 Administration Manual 257...

  • Page 270: C Hapter

    Chapter 21: Line Park Configuration AltiWare ACC 5.2 Administration Manual...

  • Page 271: Hapter

    Queue position and expected queue time announcement • Queue phrase management • Queue overflow • Quit queue options • Workgroup voice mail with forwarding and notification functions • Agent login/logout management with reason code • AltiWare ACC 5.2 Administration Manual 259...
  • Page 272 • View agent’s daily performance statistics • View group’s real-time status • View group’s daily operation result • View calls in queue • Be alerted to calls in queue • Change call priority (ACM) • AltiWare ACC 5.2 Administration Manual...
  • Page 273 AltiSupervisor can change a call’s priority level if the WG’s supervisor queue control • option is enabled. (Allow Call Redirect/Priority Change) AltiWare ACC 5.2 Administration Manual 261...

  • Page 274: Creating And Configuring Workgroups

    Notification—set preferences and options for voice mail notifications. • Call Handling—set call forwarding, call waiting, and call handling preferences and • options. Queue Management—set queue phrases, overflow routing, queue announcements • and queue quit option. AltiWare ACC 5.2 Administration Manual...

  • Page 275: Setting Up Workgroups

    (1111), consecutive digit strings (1234), or digits that match the extension (Ext. 101 using 1012, 9101, 10101, etc.) are not recommended. The letters map to numbers (on a phone, for example) as follows: AltiWare ACC 5.2 Administration Manual 263...

  • Page 276: Setting Call Restrictions

    AltiGen recommends that you leave the fourth option unchecked for all workgroups at all times. AltiWare ACC 5.2 Administration Manual...

  • Page 277: Service Level Threshold

    ...divided by at least one of the following three options: Total Answered Calls – Total Abandoned Calls – Total Overflowed/Redirected Calls – Workgroup Recording Options The system administrator can specify the following workgroup call recording options for a workgroup: AltiWare ACC 5.2 Administration Manual 265...
  • Page 278 For each agent you can change the option Record N out of 10 calls. For example, if you set to record 4 out of 10 calls, the 1st-4th and 11th-14th, and so on, will be recorded. Using this example, in the following table the shaded calls will be recorded: AltiWare ACC 5.2 Administration Manual...

  • Page 279: Establishing Workgroup Membership

    – workgroup, all outbound calls are non-workgroup calls. Establishing Workgroup Membership Add agent extensions to a workgroup on the Group Member tab in the Workgroup Configuration window. Figure 3. Workgroup Configuration, Group Member tab AltiWare ACC 5.2 Administration Manual 267...

  • Page 280: Setting Login Status For System Restart

    To work with mail management settings, click the Mail Management tab, and select the workgroup number you want to work with from the Group List. AltiWare ACC 5.2 Administration Manual...

  • Page 281: Disabling A Mailbox

    If you enable mail forwarding, you also specify what you want done with the original messages after they have been forwarded. In the drop-down list you can choose to: Delete Messages after Forward – Keep the Messages as New – Keep Messages as Saved – AltiWare ACC 5.2 Administration Manual 269...

  • Page 282: Setting Mailbox Playback Options

    If you choose to forward to an 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. AltiWare ACC 5.2 Administration Manual...

  • Page 283: Voice Mail Access Option

    • All Voice Messages • Please note that the system will start notification as soon as it enters non-business hours under the following conditions: Extension is set to notify Urgent Voice Message Only • AltiWare ACC 5.2 Administration Manual 271...

  • Page 284: Setting The Type Of Notification

    If the system sends digits before the call is connected, some digits will be cut off. The following two options can be configured based on answer supervision capability: AltiWare ACC 5.2 Administration Manual...

  • Page 285: Setting Notification Business Hours

    You can use Apply to to apply call restriction settings to one, some, or all workgroups. To work with workgroup call handling options, click the Call Handling tab in the Workgroup Configuration window, and select the workgroup number from the Group List. AltiWare ACC 5.2 Administration Manual 273...

  • Page 286: Handling Busy Calls

    To an Extension—select an extension number in the drop-down list. • To AA—select the AA to use in the drop-down list below the option. • To a Group—select a group from the drop-down list. • To the Operator • AltiWare ACC 5.2 Administration Manual...

  • Page 287: Handling Unanswered Calls

    Setting IntraGroup Call Distribution The IntraGroup Call Distribution options let you set the handling of normal inbound calls: how to route the incoming call to a workgroup agent, using one of the following options: AltiWare ACC 5.2 Administration Manual 275...
  • Page 288 Handling section of the Call Handling tab, check the Enable Forward to check box, and select a destination from the drop-down list. The forwarding options are the same as for “Forwarding All Calls” on page 274. AltiWare ACC 5.2 Administration Manual...

  • Page 289: Queue Management

    (round up to minutes) Expected Queue Time = [(Average Call Handling Time x Queue Position) + 59 sec] / 60 sec AltiWare ACC 5.2 Administration Manual 277...

  • Page 290: Expected Wait Time Sampling

    Restrictions” on page 203. 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. AltiWare ACC 5.2 Administration Manual...

  • Page 291: Supervisor Queue Control

    To require logout reasons, check the Logout reason code required check box. To define reason codes, type the associated reason into the text box next to the code you want to associate with the reason. AltiWare ACC 5.2 Administration Manual 279...

  • Page 292: C Hapter

    Chapter 22: Workgroup Configuration AltiWare ACC 5.2 Administration Manual...

  • Page 293: Hapter

    Option to announce participant's name when joining or leaving the conference. This • feature can be configured by the meeting scheduler. Meeting host can Mute/Un-Mute, and drop meeting participants using the desktop • client. Meeting host can surrender the meeting control to another extension. • AltiWare ACC 5.2 Administration Manual 281...

  • Page 294: Setting The Meetme Conference Extension

    To open the MeetMe Conference window, do one of the following: Click the MeetMe Conference button on the toolbar. • Select PBX > MeetMe Conference Management. • The MeetMe Conference window opens: AltiWare ACC 5.2 Administration Manual...

  • Page 295: Working In The Meetme Conference Window

    Change column order in the current window by dragging a column head to where you want it. You can open more than one MeetMe Conference window and work with different meetings and displays in each one. You can double-click a meeting to open the Modify Meeting dialog box. AltiWare ACC 5.2 Administration Manual 283...
  • Page 296 To select a date, click the Calendar button. When the calendar is open, use the Up/Down arrows to select the year, or you can type in a year and then press Enter. Click the Calendar button again to close the calendar. AltiWare ACC 5.2 Administration Manual...

  • Page 297: Creating A Meeting

    Frequency Select the frequency of this meeting from the drop-down list. A “weekly” or “monthly” meeting can actually be specified as every 2nd week/month or every 3rd week/ month, and so on. AltiWare ACC 5.2 Administration Manual 285...
  • Page 298 If the meeting is to begin at another time, select On Date, and enter a date and start time. To select a date, click the Calendar button. To select a start time, click the Down arrow and use the slide bar. AltiWare ACC 5.2 Administration Manual...
  • Page 299 2. In the Duration field, specify the duration of the meeting, using the Up/Down arrows. 3. In the Start field, specify the start of the meeting by clicking the Down arrow and using the slide bar. AltiWare ACC 5.2 Administration Manual 287...

  • Page 300: E-Mailing A Meeting Invitation

    Outlook. The meeting invitation is pasted into a new message in Outlook, and the Outlook Subject field is filled in with “Conference Call Invitation”. Choose the people to whom you want to send the invitation, make any edits you may want to make, and click Send. AltiWare ACC 5.2 Administration Manual...

  • Page 301: Modifying The E-Mail Template

    When the scheduled meeting time is up, the meeting may continue if no other scheduled meeting needs the resources. If another meeting is scheduled and the resources are needed for that meeting, the current meeting is terminated. AltiWare ACC 5.2 Administration Manual 289...

  • Page 302: Joining A Meeting

    Users are prompted to dial the meeting number. If the meeting has not yet started, the user hears an appropriate message and can try again later. If a passcode is required, the user is prompted to enter the passcode. AltiWare ACC 5.2 Administration Manual...

  • Page 303: Hapter

    • WAN Bandwidth The following table lists bandwidth requirements for various transmission media with different codecs and frame sizes. It assumes silence suppression is not turned on. (The same table appears on page 300.) AltiWare ACC 5.2 Administration Manual 291...

  • Page 304: Wan Router Configuration

    Contact your router/firewall vendor to obtain a software update for your networking • equipment, or obtain routable address space from your Internet provider. If you are unsure whether or not you are using NAT, contact your router/firewall vendor or Internet provider. AltiWare ACC 5.2 Administration Manual...

  • Page 305: Network Configuration Guidelines For Altigen Ip Phones

    Only the private IP address is used in a private network—the public router will not route the packet that has a private IP address as its destination. (All IP addresses beginning with 192.168.x.x, 10.x.x.x, or 172.16.x.x to 172.32.x.x are private IP addresses.) AltiWare ACC 5.2 Administration Manual 293...
  • Page 306 For the Remote IP Phone Using NAT IP Phone 3 • When configuring remote IP Phone 3, you should set up the AltiWare IP address to Router 1’s public IP address — 169.254.56.169. Router 2 • AltiWare ACC 5.2 Administration Manual...

  • Page 307: Vpn Network Configuration Example

    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 Branch office LAN: IP Phone 3, IP Phone 4 and IP Phone 5 • AltiWare ACC 5.2 Administration Manual 295...
  • Page 308 (specifies the public IP Address address of the remote gateway which can access the VPN tunnel at the branch office) Linksys is for reference only. AltiGen has not certified this product or any other router at this time. AltiWare ACC 5.2 Administration Manual...
  • Page 309 (Corporate Network) in this local private network through the VPN tunnel) Remote Security Gateway: 169.254.56.159 (specifies the public IP address of (Router 1’s public IP the corporate VPN-enabled Address gateway) AltiWare ACC 5.2 Administration Manual 297...

  • Page 310: C Hapter

    Chapter 24: Network Configuration Guidelines for VoIP AltiWare ACC 5.2 Administration Manual...

  • Page 311: Hapter

    Manager and the VoIP menu in AltiWare Administrator to do the following: Create the VoIP domain • Define the VoIP domain Master • Join servers to the VoIP domain • Manage VoIP domain users • Define global least cost routing • AltiWare ACC 5.2 Administration Manual 299...

  • Page 312: Understanding Voip Bandwidth Requirements

    It assumes silence suppression is not turned on. (The same table appears on page 291.) VoIP Bandwidth requirement for WAN connection varies depending on the type of WAN. Bandwidth requirement typically is less than Ethernet requirement. AltiWare ACC 5.2 Administration Manual...

  • Page 313: Opening Altienterprise Manager

    If your AltiWare system is using dynamic IP addressing, you will see WARNING! the following warning message when launching AltiEnterprise Manager. Please check the Internet Protocol (TCP/IP) Properties of your server NIC interface and assign a fixed IP address to this server. AltiWare ACC 5.2 Administration Manual 301...
  • Page 314 Click a tab to view or configure settings on that tab. Information on a tab is related to the selected server. Click buttons in the toolbar to perform configuration tasks. Click a column heading to sort by that column. AltiWare ACC 5.2 Administration Manual...

  • Page 315: Changing The Altienterprise Manager Password

    To change the password, click the Password button at the top of the AltiEnterprise Manager window. The following dialog box opens: Enter the old password, and the new password. Confirm the password, and click OK. AltiWare ACC 5.2 Administration Manual 303...

  • Page 316: Setting Voip Codec Profiles

    • To open a window where you can set or modify codec profiles, click the Codec button in the AltiEnterprise manager toolbar. The following window opens: Figure 1. Codec profile setting window in AltiEnterprise Manager AltiWare ACC 5.2 Administration Manual...
  • Page 317 When silence suppression is enabled, and silence is Silence Suppression detected during a call, AltiWare stops sending packets to the other side. This decreases the bandwidth requirement, however the voice quality may be degraded slightly. These are system-wide settings. AltiWare ACC 5.2 Administration Manual 305...

  • Page 318: Assigning Codec Profiles To Ip Addresses

    AltiGateways on the LAN • The codec profile assigned in the IP Device Range table (shown below) supersedes the codec profile defined in the IP dialing table if the IP address is duplicated in both tables. AltiWare ACC 5.2 Administration Manual...
  • Page 319 You cannot use the minimum and maximum values (0.0.0.0. and 255.255.255.255). 3. Click OK. If you have multiple AltiGateways controlled by an AltiWare host system, you need to configure an Inter Gateway Codec profile. AltiWare ACC 5.2 Administration Manual 307...

  • Page 320: Defining Ip Networks

    WAN bandwidth, the voice quality will be affected for all connections. It is recommended that you set a limit based on the WAN bandwidth to ensure the voice quality. To configure IP networks, click the IP Networks tab. AltiWare ACC 5.2 Administration Manual...

  • Page 321: Defining Your Network

    • bandwidth control if the public pipe bandwidth control is enabled. When AltiServ is behind a NAT router, and you do not check the Private Network Note: check box, IP phones may not function. AltiWare ACC 5.2 Administration Manual 309...

  • Page 322: Configuring A Public Or Intranet Pipe

    When calculating the maximum sessions for each codec, the system uses the • following bandwidth requirement to ensure that each session has some safety margin: G.711 - 90 kbps G.729 - 30 kbps G.723 - 24 kbps AltiWare ACC 5.2 Administration Manual...

  • Page 323: Configuring Altiserv Behind Nat

    4. On the IP Networks tab, in the NAT Support panel, check Enable SIP NAT support and Enable H323 NAT support. Except, if the NAT router is H.323-aware (for example, a Fortinet router) do not enable H323 NAT support. AltiWare ACC 5.2 Administration Manual 311...

  • Page 324: Defining The Ip Dialing Table

    You must assign an IP Trunk Access code (System Configuration > Number Plan • tab). You must set the VoIP codec profiles. • To manage the IP dialing table, click the IP Dialing Table tab in AltiEnterprise Manager: AltiWare ACC 5.2 Administration Manual...
  • Page 325 ID and statuses of the global servers in this VoIP domain. To add an entry to the IP Dialing Table, click the Add button below the table. The following dialog box opens: AltiWare ACC 5.2 Administration Manual 313...
  • Page 326 Choosing Yes allows calls from this remote system to hop off to the PSTN by using the trunks in this system. Hop-off capability can be enabled or disabled on a per IP Dialing Table Location basis. AltiWare ACC 5.2 Administration Manual...

  • Page 327: The Multi-Site Voip Domain

    A multi-site installation requires an AltiEnterprise license. Note: Creating a Multi-site VoIP Domain To create a multi-site VoIP domain and designate a system as the domain Master: 1. Select VoIP > Multi-Site Domain Configuration. The AltiEnterprise Location Management window opens. AltiWare ACC 5.2 Administration Manual 315...
  • Page 328 6. Click OK and wait for 5 to 60 seconds, depending on the size and configuration of the system. The display in the Location Management window changes to show the name of the VoIP domain and this server as Master. AltiWare ACC 5.2 Administration Manual...

  • Page 329: Declaring Additional Servers For The Voip Domain

    5. Enter a member key for this server. The Member Key is the security password when the Domain Admin adds this server into the domain. To reduce the complexity of administration, you can use the same key for all member systems. AltiWare ACC 5.2 Administration Manual 317...

  • Page 330: Working With Servers In The Voip Domain

    Master—One VoIP domain system must be assigned as Domain Master to propagate configuration data to member AltiServs. The master acts as a central server to accept the connection, synchronize change from one site to the other sites, and authenticate users. AltiWare ACC 5.2 Administration Manual...

  • Page 331: Adding A Server To A Voip Domain

    Enter the IP address of the server. Server ID A unique dialing number to connect to this server. Member Key Enter this server’s member key. (Configured in this server’s AltiEnterprise Location Manager: VoIP > MultiSite Domain Configuration). AltiWare ACC 5.2 Administration Manual 319...

  • Page 332: Rejoining A Server To The Voip Domain

    (This ID is set in AltiWare Administrator: System > General tab.) 4. In AltiEnterprise Manager, Global Server Location panel, select the slave and click the Rejoin button to synchronize the slave with the domain. AltiWare ACC 5.2 Administration Manual...

  • Page 333: Managing Voip Domain Users

    Resolve conflicting extensions and groups to global user or back to local user (on the • Resolve tab). Relocate an extension from one location to another location with optional voice mail • (on the Resolve tab). The General tab displays read-only information about the selected extension. AltiWare ACC 5.2 Administration Manual 321...

  • Page 334: The Scope Of An Extension In The Voip Domain

    Global by checking the Global extension box. If this box is not checked, the newly added extension is a local extension. The scope of an extension shows the relationship of the extension to other member systems. In AltiEnterprise Manager, a selected extension’s scope appears on the Resolve tab: AltiWare ACC 5.2 Administration Manual...
  • Page 335 (VoIP domain Master) System B System C Global Remote Remote Remote Global Remote Remote Remote Global In the event that multiple systems have a same extension or group number created, the following situations may occur: AltiWare ACC 5.2 Administration Manual 323...

  • Page 336: Changing An Extension's Scope From Local To Global

    Global. In making this change, you will be deleting the voice mail box and extension settings on the home system of the “other” Local extension. A warning box will pop up when you click the Change to Global button, asking for confirmation: AltiWare ACC 5.2 Administration Manual...

  • Page 337: Changing An Extension's Scope From Global To Local

    Before you make the change, the scope of extensions 403 and 404 is as follows: Ext. System A System B System C Global Local Local Global Global Local After you change the two extensions to Local, their scope will be: AltiWare ACC 5.2 Administration Manual 325...

  • Page 338: Relocating A Global Extension

    Site A marks extension 1001 as removed and adds it to a Relocated Extension List • (REL). The configuration of extension 1001 is still remembered in site A, even though it appears to be removed. AltiWare ACC 5.2 Administration Manual...
  • Page 339 1001. To ensure that this doesn’t happen, you can do one of two things: (1) Make sure the DID numbers are not duplicated; (2) Ask the CO to send more digits (to decrease the likelihood of identical DID numbers). AltiWare ACC 5.2 Administration Manual 327...

  • Page 340: Configuring Global Least Cost Routing

    Both systems need to have the route access code configured on the Number Plan • tab in System Configuration. (The user has to dial the route access code + the phone number to use Global LCR.) AltiWare ACC 5.2 Administration Manual...
  • Page 341 Select the server from which the call originates, or select All Servers. Target Site Select the server that receives the call. 4. After adding a route, click Edit, check the Enable check box, and click OK to activate the Global LCR route. AltiWare ACC 5.2 Administration Manual 329...

  • Page 342: When Information May Be Out Of Sync

    Domain Configuration, and click the Replicate from Domain button. This brings the server up-to-date with the Master. If the server is still not seeing all the information it should (this would be rare), click VoIP > Refresh Enterprise Configuration. AltiWare ACC 5.2 Administration Manual...

  • Page 343: Hapter

    The System Summary report provides summary information on extensions, trunks, and workgroups configured in the system. To open the System Summary report window, select Report > System Summary, or click the Summary button on the toolbar. Figure 1. System Summary window AltiWare ACC 5.2 Administration Manual 331...

  • Page 344: Ip Cumulative Traffic Statistics

    Total size (in bytes) of all voice packets sent to other systems over the public or private IP network. Bytes Received Total size (in bytes) of all voice packets received from other systems over the public or private IP network. AltiWare ACC 5.2 Administration Manual...

  • Page 345: Resetting Cumulative Statistics

    You can reset the IP Cumulative Traffic Statistics by clicking the Reset button. Also, this window automatically resets all fields to 0 when the AltiWare system is shut down and restarted. Statistics gathered before the reset are not saved. AltiWare ACC 5.2 Administration Manual 333...
  • Page 346 Chapter 26: System Report Management AltiWare ACC 5.2 Administration Manual...

  • Page 347: Hapter

    FMIC connection and data memory from host • NVRAM from host • PMC chip from host and DSP if T1/E1 board • You have the option of testing a single board or testing all boards at the same time. AltiWare ACC 5.2 Administration Manual 335...

  • Page 348: Ct-Bus Test Tool

    Enter the IP address and password of the AltiGateway you want to check on, and click The AltiGateway Configuration Tool looks like this: Figure 2. AltiGateway Configuration Tool The window displays gateway settings, product version, and a board view for the gateway, showing each board’s name and serial number. AltiWare ACC 5.2 Administration Manual...

  • Page 349: Backup And Restore Utility

    > ACC/ACM Backup and Restore. Figure 3. System Data Management window The System Data Management window can only be accessed at the primary Note: AltiWare system; it is not available from a remote AltiWare Administrator client. AltiWare ACC 5.2 Administration Manual 337...

  • Page 350: Backing Up Files

    In the System Data Management window, the progress and status of the file backup is displayed. 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 backups. AltiWare ACC 5.2 Administration Manual...

  • Page 351: Restoring Backed Up Files

    2. In the System Data Management window, select the Restore icon to view the Restore Configuration dialog box. Figure 6. Restore Configuration dialog box 3. Under Components, select the file groups you want to restore. AltiWare ACC 5.2 Administration Manual 339...

  • Page 352: Altiware Admin & Extension Security Checker

    Shows how many AltiWare Admins are currently connected to the system. By clicking • Disconnect All, you can disconnect all Admins from the local AltiWare system. AltiWare ACC 5.2 Administration Manual...

  • Page 353: Checking Extension Security

    Contains 4-8 digits • Is different from the extension • Is different from the default system password • Does not consist of consecutive numbers • Does not consist of a repetition of the same digit • AltiWare ACC 5.2 Administration Manual 341...
  • Page 354 Unsecure Elements panel. 5. (Optional) Click Export to export the data in the Extension List to a text file. You are advised to run this security check periodically and remind extension users Note: to use secure passwords. AltiWare ACC 5.2 Administration Manual...

  • Page 355: Start & Stop All Altigen Services

    If a trace status is turned off, the AltiGen system will not produce those traces. A message box pops up if AltiServ and AltiGateway are not running or an important trace status is off. AltiWare ACC 5.2 Administration Manual 343...
  • Page 356 Trace Category: By default, all options are selected. Main AltiWare Trace (\AltiServ\log) • Collects the following files, and extracts the trace records that fall in the specified time range: actrace.log AlpErrLog.txt SIPlog.txt ALPxxx.txt \atps\threadID.txtl SIPMan.txt AltiWare ACC 5.2 Administration Manual...
  • Page 357 Runs acdump.exe to dump the AltiConnect Trace, and then collects the trace. If Trace Collector is running on the stand-alone AltiGateway machine, this option is hidden. Windows Event log • Extracts the system and application event log from the Windows system. Quantum DSP Trace Dump • AltiWare ACC 5.2 Administration Manual 345...

  • Page 358: Limitations

    It can only collect the trace of this machine. • If the stand-alone gateway is not running, the trace for "Triton DSP Trace Dump" • and "Quantum DSP Trace Dump" will not be collected. AltiWare ACC 5.2 Administration Manual...

  • Page 359: Voice File Converter

    3. Check the files you want to convert. 4. In the Format panel, select a format. 5. Click Convert. If a file format is incorrect, an error message pops up. AltiWare ACC 5.2 Administration Manual 347...

  • Page 360: Read Config

    4. When the status window is complete, you can click the View button to view the HTML files showing your configuration. Columns across the top of the opening page let you view statistics on different components of your configuration. AltiWare ACC 5.2 Administration Manual...

  • Page 361: Work/Hunt Group Converter

    Convert Workgroup to Hunt Group—when a workgroup is converted to a hunt • group, its members are not changed, but the following parameters are cleared, including: voice recording setting – queue time threshold – queue overflow settings – queue announcement – agent announcement – AltiWare ACC 5.2 Administration Manual 349...
  • Page 362 (by selecting the agent and clicking the Convert Agent button or by checking the Agent check box in the Extension Configuration window before converting). To convert, select the hunt group (indicated in the Type field) and click the Convert Group button or double-click the hunt group. AltiWare ACC 5.2 Administration Manual...

  • Page 363: Ppendix

    It is important to make sure the trunk channel properties are configured properly. Continue to follow the steps below to re-check your settings for the physical layer, data link layer and signaling layer. AltiWare ACC 5.2 Administration Manual 351...
  • Page 364 3. Click the Protocol button in the Channel Group Configuration dialog box to open the Protocol Configuration window. Figure 2. Data Link Layer 4. Select E1 CAS as the Span Type, and select the Switch Mode according to your country in the E1 R2 Setting field, and click OK. AltiWare ACC 5.2 Administration Manual...
  • Page 365 The circled fields in Figure 3 represent values that depend on your country and its corresponding trunk property. Consult your CO to find out if caller ID digits are provided in the lines. Note: AltiWare ACC 5.2 Administration Manual 353...
  • Page 366 For 3-digit DID, set to (115)*(K)36 For 4-digit DID, set to (1115)*(K)36 For 5-digit DID, set to (11115)*(K)36 For 6-digit DID, set to (111115)*(K)36 For 7-digit DID, set to (1111115)*(K)36 For 8-digit DID, set to (11111115)*(K)36 AltiWare ACC 5.2 Administration Manual...
  • Page 367 For 3-digit DID, set to (115)*(K)36 For 4-digit DID, set to (1115)*(K)36 For 5-digit DID, set to (11115)*(K)36 For 6-digit DID, set to (111115)*(K)36 For 7-digit DID, set to (1111115)*(K)36 For 8-digit DID, set to (11111115)*(K)36 AltiWare ACC 5.2 Administration Manual 355...
  • Page 368 For 3-digit DID, set to (113)6 For 4-digit DID, set to (1113)6 For 5-digit DID, set to (11113)6 For 6-digit DID, set to (111113)6 For 7-digit DID, set to (1111113)6 For 8-digit DID, set to (11111113)6 AltiWare ACC 5.2 Administration Manual...
  • Page 369 For 3-digit DID, set to (116)*(K)31 For 4-digit DID, set to (1116)*(K)31 For 5-digit DID, set to (11116)*(K)31 For 6-digit DID, set to (111116)*(K)31 For 7-digit DID, set to (1111116)*(K)31 For 8-digit DID, set to (11111116)*(K)31 AltiWare ACC 5.2 Administration Manual 357...
  • Page 370 For 3-digit DID, set to (115)*(K)36 For 4-digit DID, set to (1115)*(K)36 For 5-digit DID, set to (11115)*(K)36 For 6-digit DID, set to (111115)*(K)36 For 7-digit DID, set to (1111115)*(K)36 For 8-digit DID, set to (11111115)*(K)36 AltiWare ACC 5.2 Administration Manual...
  • Page 371 For 3-digit DID, set to (116)*(K)31 For 4-digit DID, set to (1116)*(K)31 For 5-digit DID, set to (11116)*(K)31 For 6-digit DID, set to (111116)*(K)31 For 7-digit DID, set to (1111116)*(K)31 For 8-digit DID, set to (11111116)*(K)31 AltiWare ACC 5.2 Administration Manual 359...
  • Page 372 For 3-digit DID, set to (115)*(K)36 For 4-digit DID, set to (1115)*(K)36 For 5-digit DID, set to (11115)*(K)36 For 6-digit DID, set to (111115)*(K)36 For 7-digit DID, set to (1111115)*(K)36 For 8-digit DID, set to (11111115)*(K)36 AltiWare ACC 5.2 Administration Manual...
  • Page 373 For 3-digit DID, set to (116)*(K)31 For 4-digit DID, set to (1116)*(K)31 For 5-digit DID, set to (11116)*(K)31 For 6-digit DID, set to (111116)*(K)31 For 7-digit DID, set to (1111116)*(K)31 For 8-digit DID, set to (11111116)*(K)31 AltiWare ACC 5.2 Administration Manual 361...
  • Page 374 For 3-digit DID, set to (115)*(K)36 For 4-digit DID, set to (1115)*(K)36 For 5-digit DID, set to (11115)*(K)36 For 6-digit DID, set to (111115)*(K)36 For 7-digit DID, set to (1111115)*(K)36 For 8-digit DID, set to (11111115)*(K)36 AltiWare ACC 5.2 Administration Manual...

  • Page 375: E1 Isdn Pri Installation

    1. Change the Configure Type to E1: From Boards view, double-click the board to be configured to open the Board Configuration window. In the Board Configuration window, click the Board Configuration button. AltiWare ACC 5.2 Administration Manual 363...
  • Page 376 CO. If all configurations are correct, the status should be shown as “OK,” as in Figure 4. 3. Click the Protocol button in the Channel Group Configuration dialog box to open the Protocol Configuration window. AltiWare ACC 5.2 Administration Manual...
  • Page 377 ISDN PRI Setting field, and click OK. Figure 5. Data Link layer What you should select in the B Channel Maintenance Message drop-down list depends on what country you reside in (see Table 2 on page 366). AltiWare ACC 5.2 Administration Manual 365...
  • Page 378 Restart Spain ETSI Restart Taiwan Bellcore, ETSI None Thailand ETSI Restart ETSI (for DASS II/DPNSS) Restart UK, Ireland ETSI, British Telecom ISDN None Bellcore TR 1268 Restart and Service USA, Canada AT&T TR 41449/41459 Restart AltiWare ACC 5.2 Administration Manual...

  • Page 379: Ppendix

    Loop Start (not recommended) • Trunk Type: • 2-Way DID (recommended) • • Framing: Super Frame (SF)/D4 • Extended Super Frame (ESF) (recommended) • Line Coding: Alternate Mark Inversion (AMI) • B8ZS (recommended) • AltiWare ACC 5.2 Administration Manual 367...
  • Page 380 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. AltiWare ACC 5.2 Administration Manual...

  • Page 381: Service Parameters/Request Information For Pri

    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. AltiWare ACC 5.2 Administration Manual 369...

  • Page 382: Service Parameters/Request Information For E1

    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. AltiWare ACC 5.2 Administration Manual...

  • Page 383: Network Ports

    For a multi-chassis system, you need to enter multiple ranges: Gateway ID = 0 X0 = 49152 Y0 = 49152 + Total IP codec channels in GW0 x 2 Gateway ID = 1 X1 = 49152 + 512 x 1 AltiWare ACC 5.2 Administration Manual 371...
  • Page 384 (VRManager may not work behind NAT) AltiWeb Client 10025 10037 AltiReach 10015 TAPI Client login to AltiServ 10026 Network Assessment Tool 10010 AltiServ connects the following application through a firewall External CDR Logger Service 10027 AltiWare ACC 5.2 Administration Manual...

  • Page 385: Remote Ip Phones Behind Nat

    For remote IP phones behind NAT, you don’t need to do any configuration. However, if the remote firewall/NAT router blocks outgoing traffic, then you will need to open the following ports on the remote firewall/NAT router: UDP 10060 • UDP 30,000~31,000 • TCP 10064 • AltiWare ACC 5.2 Administration Manual 373...
  • Page 386 AltiWare ACC 5.2 Administration Manual...

  • Page 387: Ppendix

    (within one hour). Non-urgent calls will be returned on the next business day. Please be ready to supply the following information: Dealer ID • AltiGen Certified Engineer ID • Product serial number • AltiWare ACC 5.2 Administration Manual 375...

  • Page 388: Product Repair

    Utility and security programs to simplify and provide security/fraud insight and set • up routine system backups for disaster recovery. Call detail reporting (CDR) and real-time monitoring (AltiSupervisor). • AltiView, AltiAgent, AltiSupervisor, AltiConsole and AltiReach client applications. • AltiWare ACC 5.2 Administration Manual...
  • Page 389 Visit the AltiTraining web site at www.AltiTraining.com to register for a class or to get more information. You may contact AltiTraining, LLC, with additional questions: E-mail: info@AltiTraining.com • Phone: (877) ALTI-TRAIN (or 877-258-4872). • AltiWare ACC 5.2 Administration Manual 377...
  • Page 390 AltiWare ACC 5.2 Administration Manual...

  • Page 391: Appendixe

    291 for details. 3. Check the IP address of the destination system. 4. Check the RTP and RTCP settings. Make sure UDP port numbers 49152-49199 are not assigned to other applications. RTP/RTCP stands for Real-Time Transport AltiWare ACC 5.2 Administration Manual 379...
  • Page 392 1. Device Driver is Not Running. Check the device driver. Make sure it’s installed and working properly. Triton VoIP Board is Not Installed Properly. Refer to the Quick Installation Guide for details on proper installation of the Triton VoIP board. AltiWare ACC 5.2 Administration Manual...

  • Page 393: Index

    36 AltiGen services accounting report 59 stop & start 343 call blocking, outgoing 160 Alti-Mobile Extension Call Center menu 29 limitations 235 B8ZS (Binary 8 Zero Substitution) call control 56 AltiServ behind NAT AltiWare ACC 5.2 Administration Manual...
  • Page 394 CT-Bus clock master, and T1/E1 creating multi-site 315 channel service unit, installing 129 Clocking 121 extension scope 322 child windows 31 CT-Bus clock, setting 70 managing users 321 CO switch 127 CT-Bus mode, setting 69 AltiWare ACC 5.2 Administration Manual...
  • Page 395 181 business hours 241 jitter buffer range 306 dialed digit translator 44 busy call handling 247 RTP packet length 306 DID number 184 call handling 246 G.711/G.723 silence suppression e-mail name 269 configuration 237 AltiWare ACC 5.2 Administration Manual...
  • Page 396 379 configuring 93 Jam Bit 8 120 management menu configuring #12 for extension 96 jitter audio peripheral configuration 60 configuring DNIS routing 97 average 36 Manager Extension 41 configuring extension 95 average statistic 333 managing AltiWare ACC 5.2 Administration Manual...
  • Page 397 Recording Seat license 186 subscribing to service 369 operator group 42 Recording Session license 186 PRI calling numbers, configuring out call routing recording tone 186 configuration 169 refresh enterprise configuration PRI ISDN numbering plan, configur- configuring 170 AltiWare ACC 5.2 Administration Manual...
  • Page 398 67 terminal endpoint identifier (TEI) improving 153 speed dial Rx level, measuring 152 station 194 testing AltiGen boards 335 speed dialing testing tools 335 configuration 52 text tag, collecting digits 86 start AltiGen services 343 AltiWare ACC 5.2 Administration Manual...
  • Page 399 197 Bell 120 Trunk Monitor Enable option 211 VoIP GTE 120 trunk properties codec profiles 304 Jam Bit 8 120 H323 tie, setting 142 VoIP bandwidth Quantum 157 about 300 quantum, setting 157 requirements 291 AltiWare ACC 5.2 Administration Manual...

Table of Contents