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Altigen AltiWare ACM 5.2 Administration Manual

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AltiWare
ACM 5.2
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10/2008 4413-0001-5.2

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Summary of Contents for Altigen AltiWare ACM 5.2

  • Page 1: Altiware Acm

    AltiWare ACM 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

    The Main Menu ......... . 28 AltiWare ACM 5.2 Administration Manual i...
  • Page 4 Changing Gateway ID and Password ......69 ii AltiWare ACM 5.2 Administration Manual...
  • Page 5 Application Extension Setup ........105 AltiWare ACM 5.2 Administration Manual iii...
  • Page 6 Outgoing Call Blocking ........159 iv AltiWare ACM 5.2 Administration Manual...
  • Page 7 Enabling Message Notification ....... . 200 AltiWare ACM 5.2 Administration Manual v...
  • Page 8 Setting Message Notification Options ......242 Setting the Message Types for Notification ..... . . 242 vi AltiWare ACM 5.2 Administration Manual...
  • Page 9 Handling Unanswered Calls ........280 AltiWare ACM 5.2 Administration Manual vii...
  • Page 10 Setting VoIP Codec Profiles ........316 Assigning Codec Profiles to IP Addresses ......318 viii AltiWare ACM 5.2 Administration Manual...
  • Page 11 Making a Call in Microsoft Outlook ......367 Changing TAPI Configuration Parameters ......369 AltiWare ACM 5.2 Administration Manual ix...
  • Page 12 ......... . . 417 NDEX x AltiWare ACM 5.2 Administration Manual...

  • Page 13: About This Manual

    • AltiView Manual • AltiAgent Manual • AltiSupervisor Manual • AltiConsole Manual • CDR Manual • Advanced Call Router • Alti-IP 600 Administration Manual • IP 710 User Manual • IP 705 User Manual • AltiWare ACM 5.2 Administration Manual...
  • Page 14 AltiWare ACM 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 ACM 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 ACM 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 ACM 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 ACM 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 ACM 5.2 Administration Manual 7...

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

    Administrator or the IP phone), the 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 ACM 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 ACM 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 ACM 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 ACM 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 ACM 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 - this feature includes the following capabilities: AltiWare ACM 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 ACM 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 ACM 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 ACM 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 ACM 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 ACM 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 ACM 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 ACM 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 • Windows Vista Business Edition • For Online Help Internet Explorer 6.0 or higher browser. • AltiWare ACM 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 ACM 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 ACM 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 ACM 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 ACM 5.2 Administration Manual 25...

  • Page 38: C Hapter

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

  • Page 41: Quick Access Toolbar

    Trunk. Opens the Trunk Configuration window. Shortcut for PBX > Trunk Configuration. Extension. Opens the Extension Configuration window. Shortcut for PBX > Extension Configuration. Workgroup. Opens the Workgroup Configuration window. Shortcut for CallCenter > Workgroup Configuration. AltiWare ACM 5.2 Administration Manual 29...

  • Page 42: Status Bar

    The physical ID (including the ID on the faceplate of the board and the gateway ID). • If it is an all-in-one system, the gateway ID is the system itself, and the ID is 0. AltiWare ACM 5.2 Administration Manual...

  • Page 43: Extension View Window

    01:0005) identifies the card logical ID and port (channel) number on the board. For example, in location 01:0005, the card logical ID is 1 and the port number is 5. If an IP Extension is logged on, the location will show the IP address. AltiWare ACM 5.2 Administration Manual 31...

  • Page 44: Trunk View Window

    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 ACM 5.2 Administration Manual...

  • Page 45: 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 ACM 5.2 Administration Manual 33...

  • Page 46: 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 ACM 5.2 Administration Manual...

  • Page 47: 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 ACM 5.2 Administration Manual 35...

  • Page 48: Programs Available From The Windows Start Menu

    See “Trace Collector” on page 378. 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 382. AltiWare ACM 5.2 Administration Manual...

  • Page 49: Hapter

    Country Relevant—settings for toll call prefixes and emergency numbers • Audio Peripheral—settings for music on hold, system default prompts, and • overhead paging Activity—settings for pre-defined or customized activity codes • Feature Profiles—settings for extension feature profiles • AltiWare ACM 5.2 Administration Manual 37...

  • Page 50: Setting General Parameters

    Once a server is part of a VoIP domain, you cannot change the System ID. Country Select a country for the system. This configuration ties to a tone table matched to the country's telecom interface specification. AltiWare ACM 5.2 Administration Manual...
  • Page 51 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 ACM 5.2 Administration Manual 39...

  • Page 52: 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 ACM 5.2 Administration Manual...
  • Page 53 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 ACM 5.2 Administration Manual 41...
  • Page 54 “*” 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 ACM 5.2 Administration Manual...
  • Page 55 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 ACM 5.2 Administration Manual 43...
  • Page 56 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 ACM 5.2 Administration Manual...
  • Page 57 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 ACM 5.2 Administration Manual 45...

  • Page 58: 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 ACM 5.2 Administration Manual...
  • Page 59 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 ACM 5.2 Administration Manual 47...

  • Page 60: 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 ACM 5.2 Administration Manual...
  • Page 61 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 ACM 5.2 Administration Manual 49...

  • Page 62: Configuring System Speed Dialing

    Speed dial settings for individual extensions are set in Extension Configuration. (See “Setting up Station Speed Dialing” on page 192.) To configure Speed Dialing, select System > System Configuration, and then click the System Speed tab. AltiWare ACM 5.2 Administration Manual...
  • Page 63 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 ACM 5.2 Administration Manual 51...

  • Page 64: 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 ACM 5.2 Administration Manual...

  • Page 65: 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 ACM 5.2 Administration Manual 53...

  • Page 66: 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 171. AltiWare ACM 5.2 Administration Manual...

  • Page 67: 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 ACM 5.2 Administration Manual 55...

  • Page 68: 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 ACM 5.2 Administration Manual...

  • Page 69: External (Remote) Logging Of Call Data

    You can send the CDR to a COMM Port to export to, for example, a call accounting data processing system. To do this, select the Enable Data Output box in the Accounting Data Processing field group. Then select an Available Port and the Baud Rate. AltiWare ACM 5.2 Administration Manual 57...

  • Page 70: Country-Relevant Settings

    1 for 1-plus dialing within the U.S. dialing plan (also known as the North American Numbering Plan). International. The prefix used for international calls. For example, this is 011 for • international calls made in the U.S. AltiWare ACM 5.2 Administration Manual...

  • Page 71: 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 15. System Configuration, Audio Peripheral tab AltiWare ACM 5.2 Administration Manual 59...

  • Page 72: Configuring Music On Hold And Recorded Announcements

    4. On the Audio Peripheral tab, check the Enable Callers on Hold or in Queue to 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 ACM 5.2 Administration Manual...

  • Page 73: 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 ACM 5.2 Administration Manual 61...
  • Page 74 The remaining three activity codes (7, 8, 9) are not assigned and can be customized by the administrator. To customize an activity code, click on the activity code and click Edit. In the Edit Activity dialog box, enter name of the Activity and click OK. AltiWare ACM 5.2 Administration Manual...

  • Page 75: Feature Profiles

    #82 – Dial Tone Disabled Call Management: #26 – Station Logout #27 – Station Login #32 – Enter Account Code #33 – Do Not Disturb #36 – Call Forwarding #37 – Remote Call Forwarding AltiWare ACM 5.2 Administration Manual 63...
  • Page 76 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 ACM 5.2 Administration Manual...

  • Page 77: 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 ACM 5.2 Administration Manual 65...

  • Page 78: 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 ACM 5.2 Administration Manual...

  • Page 79: 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 ACM 5.2 Administration Manual 67...

  • Page 80: 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 ACM 5.2 Administration Manual...

  • Page 81: 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 ACM 5.2 Administration Manual 69...

  • Page 82: 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 ACM 5.2 Administration Manual...
  • Page 83 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 ACM 5.2 Administration Manual 71...

  • Page 84: C Hapter

    Chapter 5: Gateway Management AltiWare ACM 5.2 Administration Manual...

  • Page 85: Voice Mail Configuration

    Managing Messages The Messaging tab in the Voice Mail Configuration window provides for setting basic parameters and options for messaging, including message notification retry attempts, message management options, recording options, and e-mail activation and usage. AltiWare ACM 5.2 Administration Manual 73...

  • Page 86: 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 ACM 5.2 Administration Manual...

  • Page 87: 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 ACM 5.2 Administration Manual 75...

  • Page 88: Synchronizing E-Mail With Exchange

    Note: distribution lists, which are configured through the phone sets or the AltiView or AltiAgent user applications. To configure distribution lists, select System > Voice Mail Configuration, then click the Voice Mail Distribution List tab. AltiWare ACM 5.2 Administration Manual...

  • Page 89: 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 ACM 5.2 Administration Manual 77...

  • Page 90: C Hapter

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

  • Page 91: Hapter

    2. Record phrases for each menu level or use the pre-recorded phrases that are available to you. See “Phrase Management” on page 86 for more details on how to AltiWare ACM 5.2 Administration Manual 79...

  • Page 92: 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 81. You don’t need to add a new AA if you’re going to use 16 or fewer. AltiWare ACM 5.2 Administration Manual...

  • Page 93: 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 ACM 5.2 Administration Manual 81...

  • Page 94: Configuring Menu Items

    1-9 to the caller who selects this menu item. The highest priority is 1, the lowest priority is 9. If this box is not checked, go to the next step without delay. AltiWare ACM 5.2 Administration Manual...
  • Page 95 Allows the caller to log in to the voice mail system to Access retrieve voice mail or change personal options from the outside. This option is assigned to the "#" key at the top level of each AA by default. AltiWare ACM 5.2 Administration Manual 83...

  • Page 96: Collecting Digits

    "Max Length" to determine if the collect digit action was successful or failed. If successful, the system executes the sub-level "&" action item. • If failed, the system executes the menu item you define as a fail over action. • AltiWare ACM 5.2 Administration Manual...
  • Page 97 Inter-Digit Timeout after Max Length—the length of time the system will wait • after the maximum length of digits is collected. Web Call Response Timeout—the length of time the system will wait for digits • after responding to a Web call before timeout. AltiWare ACM 5.2 Administration Manual 85...

  • Page 98: Making Auto Attendant Assignments

    Please hold; someone will be with you shortly. For your convenience, you may leave a message if you wish by pressing the # key on your (default) telephone and we will get right back to you. 0292 Please hold; someone will be with you shortly. AltiWare ACM 5.2 Administration Manual...

  • Page 99: Recording Custom Phrases From The Altigen Phone

    AltiWare format (available from the Windows Start > Programs > AltiWare ACM > Utilities menu). Some recording studios provide the conversion service for an additional fee. The converted file can then be used for an AA or for a workgroup or huntgroup group setup. AltiWare ACM 5.2 Administration Manual 87...
  • Page 100 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 ACM 5.2 Administration Manual...

  • Page 101: 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 ACM 5.2 Administration Manual 89...

  • Page 102: 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 ACM 5.2 Administration Manual...

  • Page 103: 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 ACM 5.2 Administration Manual 91...

  • Page 104: 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 ACM 5.2 Administration Manual...

  • Page 105: Configuring The Extension

    Extension Configuration > General tab. Select a language for the extension user Figure 3. Selecting a language for an extension user In the Language drop-down list, select the desired language, and click OK. AltiWare ACM 5.2 Administration Manual 93...

  • Page 106: 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 ACM 5.2 Administration Manual...

  • Page 107: 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 ACM 5.2 Administration Manual 95...

  • Page 108: 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 ACM 5.2 Administration Manual...

  • Page 109: 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 ACM 5.2 Administration Manual 97...

  • Page 110: 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 ACM 5.2 Administration Manual...

  • Page 111: 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 ACM 5.2 Administration Manual 99...
  • Page 112 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 ACM 5.2 Administration Manual...
  • Page 113 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 ACM 5.2 Administration Manual 101...
  • Page 114 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 ACM 5.2 Administration Manual...

  • Page 115: C Hapter

    Chapter 9: Call Recording Configuration Figure 10. Recording Configuration Window AltiWare ACM 5.2 Administration Manual 103...
  • Page 116 Chapter 9: Call Recording Configuration AltiWare ACM 5.2 Administration Manual...

  • Page 117: Hapter

    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 ACM 5.2 Administration Manual 105...

  • Page 118: 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 ACM 5.2 Administration Manual...

  • Page 119: 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 106 changes to “connected.” AltiWare ACM 5.2 Administration Manual 107...
  • Page 120 Chapter 10: Application Extension Configuration AltiWare ACM 5.2 Administration Manual...

  • Page 121: 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 ACM 5.2 Administration Manual 109...
  • Page 122 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 ACM 5.2 Administration Manual...

  • Page 123: 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 110. See attribute descriptions below Figure 2. Note the following additional information: AltiWare ACM 5.2 Administration Manual 111...

  • Page 124: Configuring The Triton Analog Station Board

    See “Triton Analog Station Line Properties” on page 187. 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 ACM 5.2 Administration Manual...

  • Page 125: 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 AltiWare Hardware Handbook. AltiWare ACM 5.2 Administration Manual 113...

  • Page 126: 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 ACM 5.2 Administration Manual...
  • Page 127 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 ACM 5.2 Administration Manual 115...

  • Page 128: 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 ACM 5.2 Administration Manual...
  • Page 129 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 ACM 5.2 Administration Manual 117...
  • Page 130 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 ACM 5.2 Administration Manual...

  • Page 131: 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 136 for details. AltiWare ACM 5.2 Administration Manual 119...
  • Page 132 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 ACM 5.2 Administration Manual...
  • Page 133 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 ACM 5.2 Administration Manual 121...
  • Page 134 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 ACM 5.2 Administration Manual...
  • Page 135 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 ACM 5.2 Administration Manual 123...
  • Page 136 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 ACM 5.2 Administration Manual...
  • Page 137 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 ACM 5.2 Administration Manual 125...
  • Page 138 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 ACM 5.2 Administration Manual...

  • Page 139: 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 115. AltiWare ACM 5.2 Administration Manual 127...

  • Page 140: 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 ACM 5.2 Administration Manual...

  • Page 141: 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 ACM 5.2 Administration Manual 129...

  • Page 142: Configuring The Max Board

    Protocol Configuration dialog box. For information on configuring protocol, see “Setting up Channels on the Triton T1/E1 Board” on page 119. Double-clicking a channel in the Channel Mapping List opens the appropriate configuration dialog box for that channel. AltiWare ACM 5.2 Administration Manual...

  • Page 143: 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 226 in the chapter “Mobile Extension Configuration.” AltiWare ACM 5.2 Administration Manual 131...
  • Page 144 Chapter 11: Board Configuration AltiWare ACM 5.2 Administration Manual...

  • Page 145: 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 ACM 5.2 Administration Manual 133...

  • Page 146: 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 ACM 5.2 Administration Manual...

  • Page 147: Selecting Trunks To Set Attributes

    ID is assigned by the system. This ID may change when a telephony board is added into or removed from the system. When you select a trunk in this list, the options and parameters for the trunk appear in the settings in the right side of the window. AltiWare ACM 5.2 Administration Manual 135...

  • Page 148: Configuring One Or Multiple Trunks

    Zoomerang if the area code is not configured properly. Direction—The trunk direction can be Outgoing only, Incoming only, Both • Outgoing and Incoming, Paging, or E911. The Both option is the system default. AltiWare ACM 5.2 Administration Manual...
  • Page 149 PRI will transmit the system home area code and main number defined in System Configuration, General tab. Description—Descriptive information such as the company name for the assigned • Phone Number, or appropriate agency if this trunk provides 911 access. Trunk Dialing Scheme—Overlap or En-bloc dialing. • AltiWare ACM 5.2 Administration Manual 137...
  • Page 150 T1/PRI tie trunks as well. It will tell the system to transmit [Caller’s Extension Number] and [Target’s Extension Number] as [ANI] [DNIS] to the other system. In case this is a T1-CAS, which typically cannot AltiWare ACM 5.2 Administration Manual...
  • Page 151 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 ACM 5.2 Administration Manual 139...

  • Page 152: H323 Tie Trunk Properties

    Figure 4. Configuration dialog box for a Triton VoIP channel See “Configuring the SIPSP Board” on page 128 for board configuration information. This is signal only trunks. Make sure you have enough IP resource boards to cover Note: your needs. AltiWare ACM 5.2 Administration Manual...

  • Page 153: 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 ACM 5.2 Administration Manual 141...
  • Page 154 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 ACM 5.2 Administration Manual...

  • Page 155: Triton T1/E1 Trunk Properties

    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. Caller ID and DID Collection AltiWare ACM 5.2 Administration Manual 143...
  • Page 156 “Configuring One or Multiple Trunks” on page 136, 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 ACM 5.2 Administration Manual...

  • Page 157: 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 ACM 5.2 Administration Manual 145...

  • Page 158: 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 ACM 5.2 Administration Manual...
  • Page 159 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 ACM 5.2 Administration Manual 147...
  • Page 160 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 ACM 5.2 Administration Manual...

  • Page 161: 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 ACM 5.2 Administration Manual 149...

  • Page 162: Measuring The Rx Level Of A Trunk Channel

    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. 4. Click the Test Rx Level button. When the test is complete, the Test Rx Level dialog box is displayed: AltiWare ACM 5.2 Administration Manual...

  • Page 163: 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 ACM 5.2 Administration Manual 151...
  • Page 164 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 ACM 5.2 Administration Manual...
  • Page 165 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 ACM 5.2 Administration Manual 153...
  • Page 166 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 ACM 5.2 Administration Manual...

  • Page 167: 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 ACM 5.2 Administration Manual 155...
  • Page 168 (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 ACM 5.2 Administration Manual...
  • Page 169 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 ACM 5.2 Administration Manual 157...

  • Page 170: Incoming Call Routing

    Web IP Calls For web IP calls, you can set routing for the three time periods defined in the System Configuration window, Business Hours tab (“Setting Business Hours” on page 46): During Business Hours • AltiWare ACM 5.2 Administration Manual...

  • Page 171: Outgoing Call Blocking

    Schedule 1, 2, and 3 options to set up to three different time periods during which calls are allowed. You can use Apply to to apply the settings to multiple trunks. AltiWare ACM 5.2 Administration Manual 159...

  • Page 172: C Hapter

    Chapter 12: Trunk Configuration AltiWare ACM 5.2 Administration Manual...

  • Page 173: In Call Routing Configuration

    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 ACM 5.2 Administration Manual 161...

  • Page 174: 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 ACM 5.2 Administration Manual...

  • Page 175: 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 ACM 5.2 Administration Manual 163...

  • Page 176: 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 46): During Business Hours • Outside Business Hours • Non Workdays • AltiWare ACM 5.2 Administration Manual...
  • Page 177 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 ACM 5.2 Administration Manual 165...

  • Page 178: C Hapter

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

  • Page 179: 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 ACM 5.2 Administration Manual 167...

  • Page 180: 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 ACM 5.2 Administration Manual...

  • Page 181: 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 ACM 5.2 Administration Manual 169...

  • Page 182: 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 ACM 5.2 Administration Manual...

  • Page 183: 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 ACM 5.2 Administration Manual 171...
  • Page 184 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 ACM 5.2 Administration Manual...

  • Page 185: 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 ACM 5.2 Administration Manual 173...

  • Page 186: 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 ACM 5.2 Administration Manual...
  • Page 187 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 ACM 5.2 Administration Manual 175...

  • Page 188: 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 ACM 5.2 Administration Manual...
  • Page 189 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 ACM 5.2 Administration Manual 177...

  • Page 190: C Hapter

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

  • Page 191: Hapter

    105. To set up an IP extension, see “Setting Up IP Extensions” on page 211. To set up a mobile extension, see “Mobile Extension Configuration” on page 225. Click a column head to sort by that column. Figure 1. Extension Configuration window AltiWare ACM 5.2 Administration Manual 179...

  • Page 192: About The Apply To Button

    The number must begin with a number assigned to be used for extensions, and it must be the length assigned to extensions, both of which are set on the Number Plan tab in the System Configuration window, as described in “Setting a System Number Plan” on page 40. AltiWare ACM 5.2 Administration Manual...

  • Page 193: Setting Personal Information

    “#”, “*”, “/”, “-” are blocked, so as not to conflict with Dial by Name (#34) and other feature codes. Password for the extension user. The default is the system default password set on • the Number Plan tab in the System Configuration window. AltiWare ACM 5.2 Administration Manual 181...
  • Page 194 Feature Profile—Sets an extension feature profile that includes enabling or • disabling of extension features. The feature profile must first be configured by the administrator on the Feature Profiles tab of System Configuration (see “Feature Profiles” on page 77). AltiWare ACM 5.2 Administration Manual...

  • Page 195: Forced Account Code

    It is the responsibility of the users of this feature to assure they are in compliance with all applicable laws. License Assignment—Choose Concurrent Session or Dedicated Seat for the • selected extension. AltiWare ACM 5.2 Administration Manual 183...
  • Page 196 Except for license assignment, the recording setting in Extension Configuration only • applies to non-workgroup calls. The recording setting in 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 ACM 5.2 Administration Manual...

  • Page 197: 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 ACM 5.2 Administration Manual 185...
  • Page 198 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 ACM 5.2 Administration Manual...
  • Page 199 • 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 ACM 5.2 Administration Manual 187...

  • Page 200: Ip Extension Configuration

    Default is 0 dB. IP Extension Configuration See “Setting Up IP Extensions” on page 211 for information on configuring this section of the Extension Configuration General tab. AltiWare ACM 5.2 Administration Manual...

  • Page 201: 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 ACM 5.2 Administration Manual 189...
  • Page 202 1. Click the group number in the Member list. 2. Click the Remove button. The group moves to the Not Member list. You can use Shift+click and Ctrl+click to select more than one group. Note: AltiWare ACM 5.2 Administration Manual...

  • Page 203: Setting Inter Call Delay

    If the Allow agent to change check box is selected, the agent can change the outgoing workgroup from the phone set by using feature code #53 or from AltiAgent. AltiWare ACM 5.2 Administration Manual 191...

  • Page 204: Setting Up Station Speed Dialing

    To add or edit an entry 1. Double-click the Station Speed ID number you want to work with, or select the number and click Edit. Or click Add to add an entry. A dialog box appears: AltiWare ACM 5.2 Administration Manual...

  • Page 205: Setting The Mailbox Options

    To repeat the announcement, callers are instructed to press the # key. This mailbox does not take messages from the caller. Disabling a Mailbox When you disable a mailbox, a special greeting is played to announce that this mailbox is not accepting new messages. AltiWare ACM 5.2 Administration Manual 193...

  • Page 206: Synchronizing With Exchange Server

    Play the Newest Selected, new voicemail will be retrieved first. When not Voice Message selected, the system will play voicemail based on first-in-first- First out (FIFO). AltiWare ACM 5.2 Administration Manual...

  • Page 207: Press "0" Option

    The Notification tab of Extension Configuration provides for setting notification options on new incoming e-mail as well as voice messages. To work with notification settings, select the extension number from the Agent/ Supervisor/Extension list, then click the Notification tab. AltiWare ACM 5.2 Administration Manual 195...

  • Page 208: Setting The Message Types For Notification

    Extension user does not check the urgent message. • The system will start notification as soon as it enters non-business hours. Message notification can also be set in AltiView/AltiAgent, and the settings are Note: reflected in AltiWare Administrator. AltiWare ACM 5.2 Administration Manual...

  • Page 209: Emergency Notification

    5. Choose Decimal as the Base option. 6. Type the value you want (see the allowed range listed above) in the Value data text box, and click OK. 7. The value you enter appears in parentheses in the Data column. AltiWare ACM 5.2 Administration Manual 197...

  • Page 210: Setting The Type Of Notification

    System Main Number (as configured on the General tab of System Configuration), which will be displayed on the user’s pager. The operator is also given the option to repeat these numbers by pressing ‘#’. AltiWare ACM 5.2 Administration Manual...

  • Page 211: Setting Notification Timing

    System Configuration, Business Hours tab (see “Setting Business Hours” on page 46). From/To—notification during a specified time of day. Select the hours in the From • and To time scroll boxes. Any Time—notification at all times (every day). • AltiWare ACM 5.2 Administration Manual 199...

  • Page 212: Enabling Message Notification

    Internal Calls Only—extension-to-extension. • Internal, Local, and Unrestricted Area Codes—Allow extension to call internal, • local, and area codes defined in the Unrestricted Area Codes in the Call Restriction tab of the System Configuration window. AltiWare ACM 5.2 Administration Manual...

  • Page 213: Setting Other Call Restrictions

    “About the Apply To Button” on page 180 for more information on using Apply to. However, since the available options vary with the type of extension, you can only apply the choices to the same type of extension. AltiWare ACM 5.2 Administration Manual 201...

  • Page 214: Forwarding All Calls

    To enable call forwarding, check the Enable Call Forward to check box, then, using the drop-down list, indicate the forwarding destination. You can use Apply to to act on multiple extensions, with the restrictions discussed in the previous section. The forwarding options are as follows: AltiWare ACM 5.2 Administration Manual...

  • Page 215: Do Not Disturb

    Enable Do Not Disturb—Check this option to send all calls for the selected extension(s) to the extension’s voice mail. This feature is also accessible by the user at the user’s station by dialing #33. Note that this overrides any One Number Access settings for the extension. AltiWare ACM 5.2 Administration Manual 203...

  • Page 216: Handling Busy Calls

    Forward to Extension—Select an extension number in the drop-down list. See “A • 10-Hop Limit to Call Forwarding for Direct Calls” on page 202. Forward to Voice Mail • Forward to AA—select the auto attendant number to use in the drop-down list • under the option. AltiWare ACM 5.2 Administration Manual...

  • Page 217: Configuring One Number Access

    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 ACM 5.2 Administration Manual 205...

  • Page 218: 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 ACM 5.2 Administration Manual...

  • Page 219: 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 ACM 5.2 Administration Manual 207...

  • Page 220: Setting Up Monitor Lists

    Configuring a Monitor List To set up a monitor list, select the extension number to receive the monitoring rights from the Agent/Supervisor/Extension list, then click the Monitor List tab. Figure 12. Extension Configuration, Monitor List tab AltiWare ACM 5.2 Administration Manual...

  • Page 221: C Hapter

    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 ACM 5.2 Administration Manual 209...
  • Page 222 Chapter 15: Extension Configuration AltiWare ACM 5.2 Administration Manual...

  • Page 223: 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 215 for information. AltiWare ACM 5.2 Administration Manual 211...
  • Page 224 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 ACM 5.2 Administration Manual...
  • Page 225 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 ACM 5.2 Administration Manual 213...
  • Page 226 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 ACM 5.2 Administration Manual...

  • Page 227: 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 ACM 5.2 Administration Manual 215...

  • Page 228: 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 ACM 5.2 Administration Manual...
  • Page 229 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 316 and “Assigning Codec Profiles to IP Addresses” on page 318. AltiWare ACM 5.2 Administration Manual 217...
  • Page 230 Chapter 16: Setting Up IP Extensions AltiWare ACM 5.2 Administration Manual...

  • Page 231: 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 ACM 5.2 Administration Manual 219...
  • Page 232 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 ACM 5.2 Administration Manual...
  • Page 233 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 ACM 5.2 Administration Manual 221...

  • Page 234: 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 ACM 5.2 Administration Manual...
  • Page 235 (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 ACM 5.2 Administration Manual 223...
  • Page 236 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 ACM 5.2 Administration Manual...

  • Page 237: 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 ACM 5.2 Administration Manual 225...

  • Page 238: 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 ACM 5.2 Administration Manual...
  • Page 239 Although a whole PRI span is added, if Mobile Trunk Allocation is selected Note: as Shared (see Figure 5 on page 230), individual trunks, when idle, still can be used dynamically by normal PRI trunk traffic or mobile extensions. AltiWare ACM 5.2 Administration Manual 227...
  • Page 240 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 ACM 5.2 Administration Manual...
  • Page 241 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 ACM 5.2 Administration Manual 229...
  • Page 242 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 ACM 5.2 Administration Manual...
  • Page 243 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 ACM 5.2 Administration Manual 231...
  • Page 244 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 ACM 5.2 Administration Manual...

  • Page 245: 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 ACM 5.2 Administration Manual 233...
  • Page 246 Chapter 18: Mobile Extension Configuration AltiWare ACM 5.2 Administration Manual...

  • Page 247: Hapter

    Does not 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 ACM 5.2 Administration Manual 235...

  • Page 248: Overview Of Huntgroup Configuration Window

    Setting Up Huntgroups Set up new huntgroups in the Huntgroup Configuration window. AltiWare ACM 5.2 Administration Manual...

  • Page 249: 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 ACM 5.2 Administration Manual 237...

  • Page 250: 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 ACM 5.2 Administration Manual...

  • Page 251: 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 ACM 5.2 Administration Manual 239...

  • Page 252: Disabling A Mailbox

    For example, the default e-mail name for hunt group 500 would be ext500. Retrieve Voice Mail by E-mail Client—selected, this sends voice mail to the user’s • e-mail as an attachment. Deselected, voice mail is retrieved as voice mail. AltiWare ACM 5.2 Administration Manual...

  • Page 253: Setting Mailbox Playback Options

    Mailbox size in MBs of stored messages. The range is 1–500 MB, with a default of 50. Max Message Length Maximum length of voice messages in minutes. The range is 1–30 minutes, with a default of 5 minutes. AltiWare ACM 5.2 Administration Manual 241...

  • Page 254: Setting Message Notification Options

    Urgent Voice Messages Only • 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 ACM 5.2 Administration Manual...

  • Page 255: Setting The Type Of Notification

    If the system plays the announcement phrase before the notification call is answered, the phrase will be cut off. The following two options can be configured based on answer supervision capability: AltiWare ACM 5.2 Administration Manual 243...

  • Page 256: Setting Notification Business Hours

    See “Apply to Button” on page 236 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 ACM 5.2 Administration Manual...

  • Page 257: Handling Busy Calls

    The forwarding options are as follows: To Voice Mail • To an Extension—select an extension number in the drop-down list. • To AA—select the AA to use in the drop-down list under the option. • AltiWare ACM 5.2 Administration Manual 245...

  • Page 258: Handling Unanswered Calls

    Setting a Hunt Group’s Call Distribution Rule The Call Handling tab in the Huntgroup Configuration window lets you set the distribution of normal inbound calls to group members, using one of the following three options: AltiWare ACM 5.2 Administration Manual...
  • Page 259 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 245. AltiWare ACM 5.2 Administration Manual 247...

  • Page 260: Setting Queue Management Options

    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 ACM 5.2 Administration Manual...

  • Page 261: 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 ACM 5.2 Administration Manual 249...
  • Page 262 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 ACM 5.2 Administration Manual...
  • Page 263 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 ACM 5.2 Administration Manual 251...
  • Page 264 Chapter 20: Paging Group Configuration AltiWare ACM 5.2 Administration Manual...

  • Page 265: 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 ACM 5.2 Administration Manual 253...
  • Page 266 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 ACM 5.2 Administration Manual...
  • Page 267 #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 ACM 5.2 Administration Manual 255...

  • Page 268: C Hapter

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

  • Page 269: 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 ACM 5.2 Administration Manual 257...
  • Page 270 • 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 ACM 5.2 Administration Manual...
  • Page 271 AltiSupervisor can change a call’s priority level if the WG’s supervisor queue control • option is enabled. (Allow Call Redirect/Priority Change) AltiWare ACM 5.2 Administration Manual 259...

  • Page 272: Creating And Configuring Workgroups

    Skill Based Routing—define skill levels and skill-based routing rules. • Mail Management—set capacity and features options for extension mailboxes. • Notification—set preferences and options for voice mail notifications. • Call Handling—set call forwarding, call waiting, and call handling preferences and • options. AltiWare ACM 5.2 Administration Manual...

  • Page 273: 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 ACM 5.2 Administration Manual 261...

  • Page 274: Setting Call Restrictions

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

  • Page 275: Service Level Threshold

    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 ACM 5.2 Administration Manual 263...
  • Page 276 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 ACM 5.2 Administration Manual...

  • Page 277: Establishing Workgroup Membership

    When an agent does not log in to the workgroup that is configured as an outbound – 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. AltiWare ACM 5.2 Administration Manual 265...
  • Page 278 4. To change the Skill Level designation for a member, double-click the member in the Member List. The Skill Level dialog box opens. (Skill Levels are defined in “Setting Up Skill Based Routing” on page 269.) AltiWare ACM 5.2 Administration Manual...

  • Page 279: Setting Login Status For System Restart

    Settings on the Business Hours tab in the Workgroup Configuration window define how after-hours calls are handled for workgroups. An administrator can assign a Business Hours profile to a group, and also configure after-hours handling for each day of the week. AltiWare ACM 5.2 Administration Manual 267...
  • Page 280 Set the business schedule parameters as follows: Parameter Description Business Hour Use the drop-down list to select a Business Hours profile to apply to the workgroup (profiles are configured in the System Configuration window—see “Setting Business Hours” on page 46). AltiWare ACM 5.2 Administration Manual...

  • Page 281: Setting Up Skill Based Routing

    Skill-based routing can increase customer issue resolution on the first call, lower the abandoned call rate, and in turn increase customer satisfaction. AltiWare ACM 5.2 Administration Manual 269...
  • Page 282 And you can set time-based rules that alter the call’s SKLR to allow either less able agents or over-qualified agents to handle a call so that the caller does not have to wait for an excessive period of time. AltiWare ACM 5.2 Administration Manual...

  • Page 283: Setting Rules For Skill Based Routing

    Agents with the lowest skill number are rung first. With this option, that would be agents whose skill number is 1. Set the SKLR (see page 270) as if you were setting a ceiling on the resources you are willing to use for AltiWare ACM 5.2 Administration Manual 271...
  • Page 284 3. If the caller stays in queue for more than 90 seconds, the caller's SKLR will be escalated to 9 because all other escalation wait times are set to 0 seconds. The call will be distributed any idle agent in the workgroup. AltiWare ACM 5.2 Administration Manual...

  • Page 285: Setting Workgroup Mail Management

    To work with mail management settings, click the Mail Management tab, and select the workgroup number you want to work with from the Group List. AltiWare ACM 5.2 Administration Manual 273...

  • Page 286: Disabling A Mailbox

    (for example, jsmith@thecompany.com). 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: AltiWare ACM 5.2 Administration Manual...

  • Page 287: Setting Mailbox Playback Options

    Maximum length of voice messages in minutes. The range is 1–30 minutes, with a default of 5 minutes. Retention Length of Number of days saved messages are archived by the Saved system. The range is 1–90 days, with a default of AltiWare ACM 5.2 Administration Manual 275...

  • Page 288: Press "0" Option

    You can use Apply to to apply mailbox settings to one, some, or all workgroups. Note: See “Apply to Button” on page 261 for more information on using Apply to. Setting the Message Types for Notification Select the types of messages for which the workgroup user will be notified: AltiWare ACM 5.2 Administration Manual...

  • Page 289: Setting The Type Of Notification

    To work around this problem, append a few commas (,) to the outcall (cellular) number when entering it. Each comma provides a one second pause. AltiWare ACM 5.2 Administration Manual 277...

  • Page 290: Setting Notification Timing

    Any Time—notification at all times (every day). • Setting Call Handling Options Call Handling options include forwarding, handling busy calls, handling no-answers and other options. You can use Apply to to apply call restriction settings to one, some, or all workgroups. AltiWare ACM 5.2 Administration Manual...

  • Page 291: Handling Busy Calls

    Group Logout Handling to handle this call. Group Voice Mail • AA—forward caller to an auto attendant. • Extension—forward caller to an extension. • Group—forward caller to another group. • Line Park—forward caller to a Line Park group. • AltiWare ACM 5.2 Administration Manual 279...

  • Page 292: Forwarding All Calls

    Line Park - take the call out of the workgroup and forward it to a Line Park group. • Set RNA Agent Auto Logout Check Box Select this option to have the system automatically log out an agent extension from a workgroup if RNA is encountered. AltiWare ACM 5.2 Administration Manual...

  • Page 293: Number Of Rings Before Handling

    Ring Longest Idle Member—The agent who has the longest idle time, defined as • follows: The agent needs to be in login state – Idle time is calculated from the end of the last wrap-up event. – AltiWare ACM 5.2 Administration Manual 281...
  • Page 294 “Forwarding All Calls” on page 280. Announce Agent Info Check this check box to have the system announce the agent’s directory name before an incoming workgroup call is transferred to an agent from the queue. AltiWare ACM 5.2 Administration Manual...

  • Page 295: Queue Management - Basic

    1 and set call coverage rule to "Equal or Lower than SKLR of Incoming Call". This will eliminate the complexity of matching caller's SKLR to agent's skill level. Queue Management - Basic The main differences between Basic and Advanced queue control are the following: AltiWare ACM 5.2 Administration Manual 283...

  • Page 296: Setting Queue Phrase Options

    You can set up the system to announce a caller’s queue status—queue position and expected queue time—when an incoming call enters a workgroup queue. To enable this option, check Enable Announcement, then check Queue Position and/or Expected Queue Time. AltiWare ACM 5.2 Administration Manual...

  • Page 297: Expected Wait Time Sampling

    2. Check the Enable Forward to check box and from the drop-down list, select the forwarding destination list to use if the queue length, wait time or service level settings are exceeded. If this option is not checked, calls will go to the workgroup’s voicemail. AltiWare ACM 5.2 Administration Manual 285...

  • Page 298: Quit Queue Option

    Check the box and enter the proper time interval in seconds. Supervisor Queue Control When the Allow Redirect Call/Change Priority check box is checked, this allows a workgroup supervisor to redirect queue calls or change the call priority of queued calls, using the AltiSupervisor application. AltiWare ACM 5.2 Administration Manual...

  • Page 299: Queue Management - Advanced

    Advanced Queue Management (AQM) application configuration window with tabs for configuring Announcement, Menu Selection, and Queue Overflow. Announcement The Announcement tab allows for configuration of queue announcements. Figure 13. Workgroup Configuration, Advanced Queue Management, Announcement tab To configure queue announcements: AltiWare ACM 5.2 Administration Manual 287...

  • Page 300: Menu Selection

    3. Use the drop-down list to select one of the following actions: Transfer to Extension/Other Group • Transfer to AA • Transfer to Operator • Transfer to Outside Number • Transfer to Group VM • Play prompts • AltiWare ACM 5.2 Administration Manual...

  • Page 301: Queue Overflow

    AA—select the auto attendant to use in the drop-down list under the option. • AAs are configured in AA Configuration on the System menu. Operator • Outside—type in the full prefix and phone number, preceded by the trunk or • route access code, for example, 915102529712. AltiWare ACM 5.2 Administration Manual 289...

  • Page 302: Application Extension Queue Control

    The Agent Logout Reason Configuration window lets you require a logout reason, and it provides for defining up to 20 reason codes. A logout history can be tracked and stored for future analysis. To access this window, select CallCenter > Agent Logout Reason Configuration. AltiWare ACM 5.2 Administration Manual...

  • Page 303: C Hapter

    To require logout reasons, check the Logout reason code required check box. If you don’t want to require reason codes, deselect the check box. To define reason codes, type the associated reason into the text box next to the code you want to associate with the reason. AltiWare ACM 5.2 Administration Manual 291...
  • Page 304 Chapter 22: Workgroup Configuration AltiWare ACM 5.2 Administration Manual...

  • Page 305: 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 ACM 5.2 Administration Manual 293...

  • Page 306: 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 ACM 5.2 Administration Manual...

  • Page 307: 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 ACM 5.2 Administration Manual 295...

  • Page 308: Creating A Meeting

    Reserved Seats Use the Up/Down arrows or type in a number, up to 30, to indicate the number of expected participants. (For the MAX1000 system, expected participants may not exceed 12.) AltiWare ACM 5.2 Administration Manual...
  • Page 309 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 ACM 5.2 Administration Manual 297...
  • Page 310 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 ACM 5.2 Administration Manual...

  • Page 311: 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 ACM 5.2 Administration Manual 299...

  • Page 312: 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 ACM 5.2 Administration Manual...

  • Page 313: Joining A Meeting

    Users are prompted to dial the meeting number. If the meeting has not yet been started, the user hears an appropriate message and can try again later. If a passcode is required, the user is prompted to enter the passcode. AltiWare ACM 5.2 Administration Manual 301...
  • Page 314 Chapter 23: Managing and Using MeetMe Conference AltiWare ACM 5.2 Administration Manual...

  • Page 315: Hapter

    50 milliseconds. The Jitter Buffer value should be set to this WAN link transmission delay plus the typical network jitter delay. To configure the Jitter Buffer, in AltiEnterprise Manager (VoIP > Enterprise Network Management) click the Codec button. AltiWare ACM 5.2 Administration Manual 303...

  • Page 316: 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 ACM 5.2 Administration Manual...

  • Page 317: 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 ACM 5.2 Administration Manual 305...
  • Page 318 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 ACM 5.2 Administration Manual...

  • Page 319: 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 ACM 5.2 Administration Manual 307...
  • Page 320 (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 ACM 5.2 Administration Manual...
  • Page 321 (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 ACM 5.2 Administration Manual 309...

  • Page 322: C Hapter

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

  • Page 323: 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 ACM 5.2 Administration Manual 311...

  • Page 324: Understanding Voip Bandwidth Requirements

    It assumes silence suppression is not turned on. (The same table appears on page 303.) VoIP Bandwidth requirement for WAN connection varies depending on the type of WAN. Bandwidth requirement typically is less than Ethernet requirement. AltiWare ACM 5.2 Administration Manual...

  • Page 325: 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 ACM 5.2 Administration Manual 313...
  • Page 326 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 ACM 5.2 Administration Manual...

  • Page 327: 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 ACM 5.2 Administration Manual 315...

  • Page 328: 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 ACM 5.2 Administration Manual...
  • Page 329 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 ACM 5.2 Administration Manual 317...

  • Page 330: 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 ACM 5.2 Administration Manual...
  • Page 331 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 ACM 5.2 Administration Manual 319...

  • Page 332: 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 ACM 5.2 Administration Manual...

  • Page 333: 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 ACM 5.2 Administration Manual 321...

  • Page 334: 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 ACM 5.2 Administration Manual...

  • Page 335: 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 ACM 5.2 Administration Manual 323...

  • Page 336: 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 ACM 5.2 Administration Manual...
  • Page 337 The left side of the window displays the VoIP domain name, the server ID length, and the name, ID and statuses of the global servers in this Domain. To add an entry to the IP Dialing Table, click the Add button below the table. The following dialog box opens: AltiWare ACM 5.2 Administration Manual 325...
  • Page 338 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 ACM 5.2 Administration Manual...

  • Page 339: 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 ACM 5.2 Administration Manual 327...
  • Page 340 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 ACM 5.2 Administration Manual...

  • Page 341: 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 ACM 5.2 Administration Manual 329...

  • Page 342: Working With Servers In The Domain

    Master—One 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 ACM 5.2 Administration Manual...

  • Page 343: Adding A Server To A Voip Domain

    2. Define the attributes for the server, and click OK: Parameter Definition Name Enter the name of the server. Address Enter the IP address of the server. Server ID A unique dialing number to connect to this server. AltiWare ACM 5.2 Administration Manual 331...

  • Page 344: Rejoining A Server To The Voip Domain

    (This ID is set in AltiWare Administrator: in System Configuration > 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 ACM 5.2 Administration Manual...

  • Page 345: Managing Domain Users

    Resolve conflicting extensions and groups to global user or back to local user (on the • Resolve tab). Relocate an extension from one location to another location with optional voice mail • (on the Resolve tab). The General tab displays read-only information about the selected extension. AltiWare ACM 5.2 Administration Manual 333...

  • Page 346: The Scope Of An Extension In The Voip Domain

    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 ACM 5.2 Administration Manual...
  • Page 347 (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 ACM 5.2 Administration Manual 335...

  • Page 348: 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 ACM 5.2 Administration Manual...

  • Page 349: 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 ACM 5.2 Administration Manual 337...

  • Page 350: 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 ACM 5.2 Administration Manual...
  • Page 351 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 ACM 5.2 Administration Manual 339...

  • Page 352: 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 ACM 5.2 Administration Manual...
  • Page 353 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 ACM 5.2 Administration Manual 341...

  • Page 354: 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 ACM 5.2 Administration Manual...

  • Page 355: 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 ACM 5.2 Administration Manual 343...

  • Page 356: 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 ACM 5.2 Administration Manual...

  • Page 357: 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 ACM 5.2 Administration Manual 345...
  • Page 358 Chapter 26: System Report Management AltiWare ACM 5.2 Administration Manual...

  • Page 359: Hapter

    Administrator. The version displayed should be AltiWare ACM 5.2 or higher. 3. To check the Exchange Server version, click About in the Exchange Administrator. 4. To check the domain name on each system: Right-click My Computer and choose Properties. In the System Properties dialog AltiWare ACM 5.2 Administration Manual 347...
  • Page 360 In Windows 2003, select Start > Administrative Tools > Services. • A Windows Services window opens, as in this example. Figure 1. Windows Services window Select AltiGen Exchange Integration Service COM Server, right-click and select Properties. A Service startup options dialog box opens: AltiWare ACM 5.2 Administration Manual...
  • Page 361 Check the status of the following services to see that they are started: Microsoft Exchange Directory • Microsoft Exchange Event Service • Microsoft Exchange Information Store • Microsoft Exchange Message Transfer Agent • Microsoft Exchange System Attendant • AltiWare ACM 5.2 Administration Manual 349...

  • Page 362: Exchange Server Configuration

    1. Go to Programs > Administrative Tools > Active Directory Users and Computers. 2. Right-click on the Users folder and select New, then select User.. Figure 3. Active Directory Users and Computers Window 3. Enter the necessary information for the new mailbox user. AltiWare ACM 5.2 Administration Manual...

  • Page 363: Exchange System Manager Configuration

    Exchange System Manager Configuration 1. Go to Start > Programs > Microsoft Exchange > System Manager. Figure 5. Microsoft Exchange Manager 2. Right-click on the desired server and select Properties to get the following Server Properties window: AltiWare ACM 5.2 Administration Manual 351...
  • Page 364 Figure 6. Server Properties window, Exchange Manager 3. Go to the Security tab and click Add. Figure 7. Server Properties, Security tab 4. This opens a Select Users, Computers or Groups window. Click the Advanced button. AltiWare ACM 5.2 Administration Manual...
  • Page 365 Figure 9. Server Properties, Select Users, Computers or Groups Advanced dialog box 6. A list of servers appears in the Search Results field at the bottom of the window. Find and select the AltiGen server and click OK. AltiWare ACM 5.2 Administration Manual 353...
  • Page 366 Object Names field. Click OK. 8. Go back to the Security tab, and in the Permissions for Administrator field, click the Allow check box to allow full control for the new user. AltiWare ACM 5.2 Administration Manual...

  • Page 367: Installing Outlook 2003/2007 Client On The Altiware System

    1. Go to Start > Control Panel > Mail. Click the Mail Setup tab. Figure 12. Mail Setup - Outlook 2. Click E-mail Accounts. 3. Enter the name of the Microsoft Exchange Server and User Name for the e-mail account, then click Next. AltiWare ACM 5.2 Administration Manual 355...
  • Page 368 4. Select the Microsoft Exchange Server option, then click Next. Figure 14. E-mail Accounts Setup 5. The original dialog box appears, displaying the information services that have been added to your profile; click Finish to end this part of configuration. AltiWare ACM 5.2 Administration Manual...

  • Page 369: Enabling The Exchange Server

    From Windows Explorer, go to the folder. If mapi32.dll and \altiserv\exe gapi32.dll remain in this folder, delete them. 2. In AltiWare Administrator, configure the extensions that are to be synchronized with their corresponding mailboxes in Exchange server. AltiWare ACM 5.2 Administration Manual 357...
  • Page 370 First Name and Last Name are exactly as they appear in their corresponding extensions in AltiWare Administrator. The Middle Initial field should be empty for Exchange Server mail accounts Note: in order for Exchange integration to work properly. AltiWare ACM 5.2 Administration Manual...

  • Page 371: Enable Exchange Integration In Altiware Admin

    Figure 19. Voice Mail Configuration window, Messaging tab 4. Enter the name of the Exchange Server (for example, MAILSERVER) in the space provided and click Apply. This completes the configuration for the Exchange Integration feature. AltiWare ACM 5.2 Administration Manual 359...

  • Page 372: Testing The Exchange Server Setup

    To delete old profiles If an error occurred while AltiWare was creating mail profiles, the damaged profiles would remain there until removed manually. After the re-configuration, the new profiles can't be created, because the old ones still exist. AltiWare ACM 5.2 Administration Manual...
  • Page 373 Inc.\AltiWare\ExchIntg\Polling Interval The value is in ms. 60000 = 60 seconds. You may change it to 300000 for 5 minutes. After changing the value, restart Exchange integration service for the change to take effect. AltiWare ACM 5.2 Administration Manual 361...

  • Page 374: Notes

    Exchange Integration for all the mailboxes, it may take up to 24 hours to initialize the Exchange Integration service. On the other hand, if you have less than 100MB of voice mails on the AltiGen server, the initialization will take less than 5 minutes. AltiWare ACM 5.2 Administration Manual...

  • Page 375: Hapter

    To install AltiGen TAPI Proxy Server on the server 1. On your AltiWare CD-ROM, open the TAPI Gateway folder. 2. Open the Tapi_Server subfolder, and run SETUP.EXE. The service is started automatically. No configuration parameters need to be set on the server. AltiWare ACM 5.2 Administration Manual 363...

  • Page 376: Setting Up The Client

    Enter this number in both To access an outside line fields. 3. If Phone and Modem Options is already configured, click the Edit Button to verify that the correct Route Access number is entered in both To access an outside line fields. AltiWare ACM 5.2 Administration Manual...
  • Page 377 7. If you have any type of error, Windows will let you know what the possible causes could be. There could be a mistake in the Altigen server IP address, extension AltiWare ACM 5.2 Administration Manual 365...

  • Page 378: Set Up Phone Dialer

    Accessories > Communication. From Windows XP, go to Start > Run, type , and click OK. Dialer.exe 2. In the Phone Dialer, select Edit > Options. 3. In the Preferred line for calling section, select Phone. AltiWare ACM 5.2 Administration Manual...

  • Page 379: Testing Tapi Service Provider On The Client System

    Reboot the client system after any configuration changes to make sure the Note: changes take effect completely. Making a Call in Microsoft Outlook Before making a call, configure the Outlook New Call configuration. AltiWare ACM 5.2 Administration Manual 367...
  • Page 380 4. In the Connect Using Line section of the dialog box, select the client extension, and click OK. This enables the client to call out through Outlook using the client’s extension. 5. To verify that the call connects, click Start Call in the New Call window. AltiWare ACM 5.2 Administration Manual...

  • Page 381: Changing Tapi Configuration Parameters

    5. In the AltiGen TAPI Configuration dialog box, click Extension. 6. Enter the extension number and password of an entry you want to remove and click Remove, or enter the extension number and password of a new entry and click Add. AltiWare ACM 5.2 Administration Manual 369...
  • Page 382 Chapter 28: TAPI Integration AltiWare ACM 5.2 Administration Manual...

  • Page 383: 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 ACM 5.2 Administration Manual 371...

  • Page 384: Ct-Bus Test Tool

    > ACC/ACM Backup and Restore. Figure 1. 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 ACM 5.2 Administration Manual...

  • Page 385: 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 ACM 5.2 Administration Manual 373...

  • Page 386: Restoring Backed Up Files

    2. In the System Data Management window, select the Restore icon to view the Restore Configuration dialog box. Figure 4. Restore Configuration dialog box 3. Under Components, select the file groups you want to restore. AltiWare ACM 5.2 Administration Manual...

  • Page 387: 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 ACM 5.2 Administration Manual 375...

  • Page 388: 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 ACM 5.2 Administration Manual...
  • Page 389 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 ACM 5.2 Administration Manual 377...

  • Page 390: 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 ACM 5.2 Administration Manual...
  • Page 391 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 ACM 5.2 Administration Manual 379...
  • Page 392 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 ACM 5.2 Administration Manual...

  • Page 393: 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 ACM 5.2 Administration Manual 381...

  • Page 394: 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 ACM 5.2 Administration Manual...

  • Page 395: 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 ACM 5.2 Administration Manual 383...

  • Page 396: 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 ACM 5.2 Administration Manual...
  • Page 397 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 ACM 5.2 Administration Manual 385...
  • Page 398 Chapter 29: Tools and Applications AltiWare ACM 5.2 Administration Manual...

  • Page 399: 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 ACM 5.2 Administration Manual 387...
  • Page 400 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 ACM 5.2 Administration Manual...
  • Page 401 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 ACM 5.2 Administration Manual 389...
  • Page 402 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 ACM 5.2 Administration Manual...
  • Page 403 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 ACM 5.2 Administration Manual 391...
  • Page 404 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 ACM 5.2 Administration Manual...
  • Page 405 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 ACM 5.2 Administration Manual 393...
  • Page 406 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 ACM 5.2 Administration Manual...
  • Page 407 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 ACM 5.2 Administration Manual 395...
  • Page 408 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 ACM 5.2 Administration Manual...
  • Page 409 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 ACM 5.2 Administration Manual 397...
  • Page 410 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 ACM 5.2 Administration Manual...

  • Page 411: 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 ACM 5.2 Administration Manual 399...
  • Page 412 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 ACM 5.2 Administration Manual...
  • Page 413 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 402). AltiWare ACM 5.2 Administration Manual 401...
  • Page 414 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 ACM 5.2 Administration Manual...

  • Page 415: 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 ACM 5.2 Administration Manual 403...
  • Page 416 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 ACM 5.2 Administration Manual...

  • Page 417: 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 ACM 5.2 Administration Manual 405...

  • Page 418: 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 ACM 5.2 Administration Manual...

  • Page 419: 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 ACM 5.2 Administration Manual 407...
  • Page 420 (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 ACM 5.2 Administration Manual...

  • Page 421: 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 ACM 5.2 Administration Manual 409...
  • Page 422 <$chapnum AltiWare ACM 5.2 Administration Manual...

  • Page 423: 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 ACM 5.2 Administration Manual 411...

  • Page 424: 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 ACM 5.2 Administration Manual...
  • Page 425 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 ACM 5.2 Administration Manual 413...
  • Page 426 <$chapnum AltiWare ACM 5.2 Administration Manual...

  • Page 427: Appendixe

    303 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 ACM 5.2 Administration Manual 415...
  • Page 428 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 ACM 5.2 Administration Manual...

  • Page 429: Index

    46 login failed 313 prompts, phrase management resetting password 303 busy call handling 201 user interface 314 push URL/Web page 82 huntgroups 245 AltiGateways 65 recording custom phrases 87 managing 66 setting call priority 82 AltiWare ACM 5.2 Administration Manual...
  • Page 430 35 call priority 163 rejoining a server to 332 custom application holiday profile 163 relocating extension 338 and message notification 243 caller ID verification 207 relocating extension using #27 calling numbers, PRI, configuring 418 AltiWare ACM 5.2 Administration Manual...
  • Page 431 196 configuration 235 monitor list 208 configuring basic attributes G.723 monitoring 208 jitter buffer range 318 outgoing call restrictions 200 mail management 239 G.729 physical extension 180 queue management 248 jitter buffer range 318 AltiWare ACM 5.2 Administration Manual...
  • Page 432 347 Resource Statistics window 416 for extensions 193 Microsoft SQL 57 IP Trunk Access 46 for workgroups 273 mobile extension ISDN PRI switch mode, setting mailbox 193 limitations 233 information only 193 overview 225 420 AltiWare ACM 5.2 Administration Manual...
  • Page 433 276 queue phrase options 284 pipe notification type and timing 199 queuing control intranet 320 basic 284 intranet, configuring 322 numbering plan 40 quit queue 286 public 320 ISDN, configuring 124 public, configuring 322 AltiWare ACM 5.2 Administration Manual...
  • Page 434 65 AltiWare services 35 Resource board 111 service stopping AltiGen services 378 Restoring files 374 parameters 403 subscribing to service 403 restricting tie trunk calls 54 subscribing to 403 Summary button 30 422 AltiWare ACM 5.2 Administration Manual...
  • Page 435 VoIP channel usage 34 tie trunk 138 Quantum 156 VoIP configuration 303 tie trunks 54 Trunk View window 32 VoIP domain time display 221 trunks adding servers 329 toll call prefixes 58 paging 137 extension scope 334 AltiWare ACM 5.2 Administration Manual...
  • Page 436 282 skill setting 269 status display 223 Workgroup button 29 workgroup queue agent pick up call 191 Workgroup View window 33 wrap-up time, setting 191 zero code suppression 118 Bell 118 GTE 118 424 AltiWare ACM 5.2 Administration Manual...

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