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Altigen MaxACD Administrator Manual

For lync using the maxacd administrator application
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MaxACD Administrator
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Manual
July, 2011

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Summary of Contents for Altigen MaxACD Administrator

  • Page 1 MaxACD Administrator ™ Manual July, 2011...
  • Page 2 Communications, Inc. All other brand names mentioned are trademarks or registered trademarks of their respective manufacturers. AltiGen's products are protected under one or more of the following U.S. patents, with other U.S. patents pending: 6532230; 6192344; 6292549; 6493439; 6909780; 6738465; 6754202; 6766006; 6928078;...

  • Page 3: Table Of Contents

    Changing the Password ........22 The MaxACD Administrator Main Window ......22 The Main Menu .
  • Page 4 Collecting Digits ......... . 70 ii MaxACD Administrator Manual...
  • Page 5 DNIS Routing ..........111 MaxACD Administrator Manual iii...
  • Page 6 Deleting a Route ......... . 145 iv MaxACD Administrator Manual...
  • Page 7 Supervisor Queue Control ........179 MaxACD Administrator Manual v...
  • Page 8 When You Install MaxACD ........218 Exchange Integration Configuration Steps ......219 vi MaxACD Administrator Manual...
  • Page 9 Exporting the Extensions in a MaxACD System..... 238 AltiGen Custom Phrase Manager ....... . 239 Creating New Phrases .
  • Page 10 MaxACD Administrator Manual...

  • Page 11: About This Manual

    About This Manual This manual shows administrators how to configure AltiGen’s MaxACD for Lync using the MaxACD Administrator application. Related MaxACD publications include: • MaxAgent for Lync Manual MaxSupervisor Manual • • Advanced Call Router Manual • MaxInsight Manual •...
  • Page 12 MaxACD Administrator Manual...

  • Page 13: Chapter 1: Overview

    H A P T E R Overview MaxACD for Lync is AltiGen’s system software that supports AltiGen’s MaxAgent for Lync. MaxAgent for Lync is a robust workgroup call handling application that works in tandem with Microsoft Lync Client. The product is designed to provide contact centers with the essentials to service, respond and track performance of contact professionals.

  • Page 14: Automatic Call Distribution Features

    Automatic Call Distribution Features Automatic call distribution (ACD) features include: Advanced Queue Management Application - enables advanced queuing options: • One-level AA menu selection from queue • Advanced queue overflow for configuration of overflow conditions and actions MaxACD Administrator Manual...
  • Page 15 Ready/Not Ready - agent can set state to “ready” (#90) or “not ready” (#91) to inform the system whether the agent is able to receive the next call while logged in to a workgroup. Real Time Monitoring - MaxACD Administrator Manual 5...
  • Page 16 Ring First Available Member • • Ring Next Available Member • Ring All Available Members • Ring Longest Idle Member Ring Average Longest Idle Member • Ring Fewest Answered Calls • MaxACD Administrator Manual...

  • Page 17: 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. MaxACD Administrator Manual 7...

  • Page 18: Exchange Integration Features

    Voice Mail System. If the caller ID information is not captured, the user may enter the “call back” number manually. Exchange Integration Features Integration features include: MaxACD Administrator Manual...

  • Page 19: Administration Features

    Out Call Routing Configuration - allows outgoing calls to be directed to particular trunk routes, based on parameters assigned in the Out Call Routing table. Remote Administration - a version of the MaxACD Administrator application that can be installed on a Windows XP/2003/2008 client computer to remotely administer one or more systems.

  • Page 20: Voice Over Ip Features

    The other side does not receive any packets and plays silence. SIP Trunk Support - MaxACD enables AltiGen’s system to connect to IP-based trunking service providers via SIP. Support for RFC 2833 (DTMF payload embedded with RTP) - Supported in SIP trunks only.

  • Page 21: Capacities

    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.
  • Page 22 Chapter 1: Overview Maximum active login agents per workgroup - 256 • • Total configured agents per system including all workgroups - 1280 • Total agents seats (License/Head) per system - 512 MaxACD Administrator Manual...

  • Page 23: Chapter 2: System Requirements And Installation

    Windows Vista Business Edition (32-bit and 64-bit) Windows 2008 (32-bit and 64-bit) • • Windows 7 (32-bit and 64-bit) The following third-party integration software is supported by the MaxAgent for Lync • client application: • Outlook 2007 and 2010 MaxACD Administrator Manual 13...

  • Page 24: Maxacd Licenses

    10 MaxAgent for Lync Licenses • 1 MaxSupervisor for Lync License MaxAgent for Lync Licenses (Bundle license 9Axxxx…) MaxACD supports up to 256 agents. • Station License x 1 ACM Agent Seat License x 1 • MaxAgent Seat x 1 • MaxACD Administrator Manual...

  • Page 25: Maxsupervisor For Lync Licenses (Bundle License 9Bxxxx

    Software license key: A 20-digit key located on the front of the End User License Agreement. Run the HMCP Certification Tool Before you begin the installation process, run the AltiGen HMCP Certification tool to make sure your system can run MaxACD. 1. In the installation CD, open the folder HMCP Certification Tool.

  • Page 26: Installing Maxacd

    Installing MaxACD To install MaxACD, insert the MaxACD for Lync CD ROM into the CD ROM drive of the server and follow the instructions on the screens. At the third screen, select a setup type: MaxACD Administrator Manual...

  • Page 27: Installing Maxacd And Hmcp Separately

    Server and HMCP servers will be running in different chassis in an enterprise deployment. On the next screen you can select which components to install. Installing MaxACD and HMCP Separately You will choose which components to install. Figure 2-3. Setup Type Installation dialog box MaxACD Administrator Manual 17...

  • Page 28: Installing Administrator On A Network Client

    MaxACD server remotely. The system running MaxACD Administrator and the MaxACD server must be on the same Windows domain. When you install MaxACD Administrator on a machine that is not a MaxACD server, it does not contain the switching, SMTP/POP3 server, messaging agent, AltiBackup, and Exchange integration services that are included in the full MaxACD installation.

  • Page 29: Lync Front-End Server Adjustments

    During installation, you specified the Lync server proxy IP addresses. If you need to change either of those addresses in the future, follow these steps: 1. In Windows, choose Start > All programs > AltiGen Lync Server Proxy > AltiGen Lync Server Proxy Configuration.
  • Page 30 Chapter 2: System Requirements and Installation MaxACD Administrator Manual...

  • Page 31: Chapter 3: Getting Around Maxacd Administrator

    2. Enter the name or IP address of the MaxACD system, and click OK. MaxACD Administrator opens. 3. To log in to MaxACD Administrator, click the Login button (the left-most button on the toolbar) or select Services > Login. You’ll be prompted to enter the password and click OK.

  • Page 32: Changing The Password

    Note: If you are using Windows XP for MaxACD Administrator, the font that appears in the title of the view windows (Extension, Trunk, and so on) is in the Windows 2000 style font and will appear small. To adjust, change the Active Title font in Windows XP to Tahoma (or other font), or change the Window theme to Windows Classic.

  • Page 33: Quick Access Toolbar

    Help • Opens the Help window and shows the MaxACD for Lync and the MaxACD Administrator versions. Also gives you a link to the AltiGen Technical Support web site. Quick Access Toolbar Toolbar buttons give you quick access to frequently used functions.

  • Page 34: Status Bar

    SMDR, the status of the call detail reporting log, the status of the operator, and current date and time. The View Windows The MaxACD Administrator main window hosts a number of child windows that provide various views into the internal system real-time status. Components View Window The Components window displays the component types and their logical and physical IDs.

  • Page 35: Trunk View Window

    The Duration field displays the duration of the trunk only if the call is connected after MaxACD Administrator is started. The field will be empty if the trunk is idle, not ready, out of service, or the call was connected prior to MaxACD Administrator being launched.

  • Page 36: Extension View Window

    Chapter 3: Getting Around MaxACD Administrator 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.

  • Page 37: Workgroup View Window

    New VM—new, unread voice mail for the group Current Resource Statistics Window The Current Resource Statistics window displays the total VoIP channels, available channels, and in-use channels. The window allows administrators to monitor VoIP channel usage. MaxACD Administrator Manual 27...
  • Page 38 Chapter 3: Getting Around MaxACD Administrator Figure 3-9. Current Resource Statistics window Top part of the window Contains a summary of resources usage in two categories: G.71 only and G711/ G723/G729. Bottom part of the window Displays the following data: Gateway ID—the ID of the VoIP channel’s home gateway...

  • Page 39: Assigning Seat-Based Client Licenses

    Stopping the MaxACD Switching Service Normally, when you exit MaxACD Administrator, the MaxACD services remain active. If you need to shut down the system, from MaxACD Administrator, select Services > Shut Down All Services. This stops the MaxACD system services, including the MaxACD Administrator application itself.

  • Page 40: Programs Available From The Windows Start Menu

    Enterprise Manager—Where you set up the IP dialing table and IP codec profiles. • See “Enterprise VoIP Network Management” on page 187. (Available also from MaxACD Administrator.) MaxACD Administrator—Lets you configure and administer your MaxACD system. • • MaxACD for Lync Readme—Readme file for MaxACD for Lync.

  • Page 41: Chapter 4: Configuring The Maxacd System

    Account Code—tables for creating and removing account codes • • Call Reports—CDR logging and data export Country Relevant—settings for toll call prefixes and emergency numbers • • Audio Peripheral—settings for music on hold, and system default prompts MaxACD Administrator Manual 31...

  • Page 42: Setting General Parameters

    Select the system manager’s extension number. The system manager has access to the following system administrator functions: • Record custom phrases • Turn on trunk blocking (#38) • Manage the voice mail’s System Distribution List from the phone MaxACD Administrator Manual...

  • Page 43: Configuring Lync Mediation Pool

    Configuring Lync Mediation Pool To configure a Lync mediation pool, use the General tab in the System Configuration window. 1. On the General tab, enter the DNS name (must be a FQDN) of the Lync Mediation pool. MaxACD Administrator Manual 33...
  • Page 44 Figure 4-3. Lync Server Voice Routing VMGateway configuration 4. Open Enterprise Manager. For each Lync Mediation server, configure the IP dialing entry of the primary and secondary MaxACD server. MaxACD Administrator Manual...

  • Page 45: Setting A System Number Plan

    You also set the DID number length and the system response to the first digit dialed— for example, pressing 9 to get a trunk line. The numbering scheme requires some thoughtful planning. To set the number plan, select System > System Configuration, then click the Number Plan tab. MaxACD Administrator Manual 35...
  • Page 46 7 to IP trunk access, without first deleting all the 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.) MaxACD Administrator Manual...
  • Page 47 This feature is for internal extension users only. It does not 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.” MaxACD Administrator Manual 37...
  • Page 48 5. The Manipulation option allows you to remove or add digits to a number dialed by the IP extension. The most common situation requiring this option is to hop-off a VoIP call from a remote system to a remote CO line. MaxACD Administrator Manual...

  • Page 49: Setting Business Hours

    Because the business hours are used throughout the system, you or the 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. MaxACD Administrator Manual 39...
  • Page 50 To add a Business Hours profile, click the Add button. In the Add Business Hours Profile dialog box that appears, enter a name for the profile, then click OK. Figure 4-9. Add Business Hours Profile dialog box MaxACD Administrator Manual...

  • Page 51: Routing Calls On Holidays

    Note: Incoming DID and tie trunk calls will not follow holiday routes, but go to the dialed extensions directly. To configure Holiday routings, select System > System Configuration, and then click the Holiday tab. MaxACD Administrator Manual 41...
  • Page 52 2. To each profile, add holidays that will be included in that profile: Click the Add button below the 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. MaxACD Administrator Manual...

  • Page 53: Defining System Call Restrictions

    The Call Restriction tab contains settings for the following functions: Block calls to area codes from all extensions • • Define local/toll-free (unrestricted) area codes • Lock an attacked extension • Block all outgoing trunk calls MaxACD Administrator Manual 43...

  • Page 54: Blocking Calls To Area Codes From All Extensions

    2. Enter a 1 and the dialing prefix to block (for example, 900, 976). You can enter up to 20 digits maximum for each prefix. For example, to block calls from all extensions to 976 numbers, type 1976. 3. Click Apply. Note: A maximum of 20 prefixes can be defined. MaxACD Administrator Manual...

  • Page 55: Setting Unrestricted Area Codes

    119. Creating Account Codes Account Codes let you enable or force users to assign incoming and outgoing calls to particular account codes for billing, tracking, or forecasting purposes. Up to 10,000 account codes can be created. MaxACD Administrator Manual 45...

  • Page 56: Adding And Deleting Account Codes

    See “Setting Personal Information” on page 124. Setting up Call Reports You can set up the call report logging option only if MaxACD and MaxACD Administrator are installed on the same server. On the Call Reports tab, specify the following: •...

  • Page 57: Internal Database Configuration (Internal Log Service)

    External (Remote) Logging of Call Data MaxACD allows you to output CDR records to a Microsoft SQL Server database. Before you enable external logging, you need to set up and configure the SQL database and external logger application. MaxACD Administrator Manual 47...

  • Page 58: Country-Relevant Settings

    You can send reports from a number of different systems to the same database. • AltiGen does not provide any SQL backup and restore utility. We strongly recommend that you use SQL Backup and Maintenance utility to perform daily backup and maintenance jobs, and use a restore utility to restore the database. If you need to reconstruct the SQL server, run the External Logger Setup to create an empty calldb database before restore.

  • Page 59: Setting Toll Call Prefixes

    If your MaxACD system is in a country other than the U.S.A. or Canada, you can configure a call return rule based on the country, which will greatly improve the call return feature from Caller ID, Zoomerang, and making a call from Microsoft Outlook. Click the Automatic Dialing Plan Rules button. MaxACD Administrator Manual 49...

  • Page 60: Audio Peripheral Configuration

    You can configure audio peripheral settings: • Music on hold • System default beginning and update prompts for callers in queue To access the Audio Peripheral configuration window, select System > System Configuration, then click the Audio Peripheral tab. MaxACD Administrator Manual...

  • Page 61: Configuring Music On Hold And Recorded Announcements

    To configure music on hold when using audio equipment 1. Check Enable Callers on Hold or in Queue to Listen to Music or Recorded Announcement. 2. Select the component ID to which the audio equipment is attached. Figure 4-20. Music/Recorded Announcement dialog box MaxACD Administrator Manual 51...

  • Page 62: Setting Greeting And Update Prompts

    C:\PostOffice\phrases\Music folder. You can replace the file with a .wav file (or an AltiGen PCM file). The .wav file must be in 8 kHz/ 8 bit/ Mono/ u-Law format. Any optional music-on-hold files included with MaxACD are in that format. You can convert your own .wav files to this format using Microsoft Windows Sound Recorder.

  • Page 63: Chapter 5: Media Server Management

    Attach and detach a media server • Change a media server name, IP address, password, country Enable media server on the MaxACD machine • To open the Softswitch Component Configuration window, select System > Softswitch Component Management. MaxACD Administrator Manual 53...

  • Page 64: Setting Parameters

    Refresh button Refreshes the selected media server’s (read-only) status display Config button Opens the AltiGateway Configuration Tool, where you can see information on the selected media server and change the ID and password for this media server. MaxACD Administrator Manual...

  • Page 65: Adding And Attaching A Media Server

    Always try to detach a media server when call activity in the system is low. If resources are being used in one of the media servers, ongoing calls may be dropped. To detach a media server from the MaxACD system: MaxACD Administrator Manual 55...

  • Page 66: Changing Media Server Id And Password

    Figure 5-3. HMCP Configuration Tool log-in dialog box Enter the IP address and password of the media server you want to check on, and click The HMCP Configuration Tool looks like this: MaxACD Administrator Manual...
  • Page 67 The status of the media server: active, disconnected, initializing, resetting, failed. MaxACD IP Address The IP address of the machine running MaxACD. Product Version The software version of the media server service. Figure 5-5. Softswitch Component Configuration window, Applications Server tab MaxACD Administrator Manual 57...
  • Page 68 Chapter 5: Media Server Management MaxACD Administrator Manual...

  • Page 69: Chapter 6: Voice Mail Configuration

    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. MaxACD Administrator Manual 59...

  • Page 70: Setting Message Notification Retries

    6 total attempts. Retry Interval in The number of minutes between retry attempts. Five minutes Minutes is the minimum and 60 minutes is the maximum interval allowed. Choices are in 5-minute increments. The default is 5 minutes. MaxACD Administrator Manual...

  • Page 71: Setting Message Management Options

    200–2000 ms (.2–2 seconds). Setting the Exchange Integration Option Access to the Exchange integration option requires an AltiGen Exchange Integration License. To assign this license to an extension, see “Assign Exchange Integration License” on page 130.

  • Page 72: Setting E-Mail Messaging Options

    The system distribution lists discussed here are different from the extension distribution lists, which are configured through the phone sets or the MaxAgent for Lync user application. To configure distribution lists, select System > Voice Mail Configuration, then click the Voice Mail Distribution List tab. MaxACD Administrator Manual...

  • Page 73: 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. MaxACD Administrator Manual 63...
  • Page 74 Chapter 6: Voice Mail Configuration MaxACD Administrator Manual...

  • Page 75: Chapter 7: Auto Attendant Configuration

    2. Record phrases for each menu level or use the pre-recorded phrases that are available to you. See “Phrase Management” on page 72 for more details on how to MaxACD Administrator Manual 65...

  • Page 76: Example: Aa Planning

    The first 16 AAs are provided with the menus blank. You can edit these as described in “Configuringing Auto Attendants” on page 68. You don’t need to add a new AA if you’re going to use 16 or fewer. MaxACD Administrator Manual...
  • Page 77 From the drop-down list, choose the AA you want to copy to your selected ID. In the pop-up box, click Yes to complete the copy. • Close—closes the AA Select dialog box. Help—opens the help file for AA. • • Export—exports all AA settings to an HTML file. MaxACD Administrator Manual 67...

  • Page 78: Configuringing Auto Attendants

    You can jump to any action item within the same AA. Every item will execute steps according to the following rules: • First step—Play prompt if the box is checked. If the prompt box is not checked, the AA will go to the second step without delay. MaxACD Administrator Manual...
  • Page 79 Allows the caller to log in to the voice mail system to retrieve voice Access mail or change personal options from the outside. This option is assigned to the "#" key at the top level of each AA by default. MaxACD Administrator Manual 69...

  • Page 80: Collecting Digits

    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. To use the Collect Digits action, select the Adv. - Collect Digits action, then set the following additional parameters: MaxACD Administrator Manual...

  • Page 81: Making Auto Attendant Assignments

    DNIS, caller ID, in-call routing, and an answering option for an extension or workgroup. For example, for trunk /AA assignments, see “Incoming Call Routing” on page 106. For extension or group assignments, see “Setting Answering Options” on page 138. MaxACD Administrator Manual 71...

  • Page 82: Phrase Management

    0296 We apologize for the extended delay, but our current call load is abnormally high. Remember, you may leave a message by pressing the # key on your telephone and we will get right back to you. MaxACD Administrator Manual...

  • Page 83: Using Professionally Recorded Phrases

    Recording studios such as Worldly Voices provide professionally recorded prompts as electronic files that can be installed and used on the MaxACD system. (See the AltiGen web site, at www.altigen.com, for more information. Click Customer at the top of the page, and then click Resources for Creating Professional Voice Prompts.)
  • Page 84 Chapter 7: Auto Attendant Configuration MaxACD Administrator Manual...

  • Page 85: Chapter 8: Multilingual Configuration

    This eliminates the caller having to select a language. Note: The MaxACD multilingual feature requires the purchase of an AltiGen Multilingual License. Configuration Overview Configuring multilingual features involves most or all of the following actions, which are...

  • Page 86: 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 • • LangCustom_Mexico MaxACD Administrator Manual...

  • Page 87: 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. MaxACD Administrator Manual 77...

  • Page 88: 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. MaxACD Administrator Manual...

  • Page 89: Configuring The Extension

    Extension users can change the extension’s language setting by using feature code #12, if feature code #12 is configured on the System > Multilingual Configuration > Feature Code tab: Figure 8-6. Configuring feature code #12 to let user change a language selection MaxACD Administrator Manual 79...

  • Page 90: Using Dnis To Set The Language

    1. Select General > In Call Routing Configuration > DNIS Routing tab. 2. Click Add. 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. MaxACD Administrator Manual...

  • Page 91: Which Language Will Be Used

    3. When the user logs in to the voice mail of an extension, the extension's language is used. 4. If DNIS is configured for language setting, the external caller hears the prompts in the language specified by the number he dialed. 5. In any other case, the system default language is used. MaxACD Administrator Manual 81...
  • Page 92 Chapter 8: Multilingual Configuration MaxACD Administrator Manual...

  • Page 93: Chapter 9: Call Recording Configuration

    • workgroupID is the workgroup number for a workgroup call, or ext for extension call • DNIS is the DNIS number or NA for no DNIS number • sessionID is the CDR session ID MaxACD Administrator Manual 83...

  • Page 94: Configuring Call Recording

    4. If you are using multiple gateways, and you are not using network attached storage, check Gateways Use FTP Protocol to Transmit Recorded Files to Central Location. FTP Server—Enter the IP address of the FTP server. FTP Access Account—An FTP server account name that gateways can log in to. MaxACD Administrator Manual...

  • Page 95: Using A Remote Shared Directory

    MaxACD. If you save recordings to a network drive, and the network becomes unstable, you could lose any files of conversations being recorded at that time. MaxACD Administrator Manual 85...
  • Page 96 Chapter 9: Call Recording Configuration MaxACD Administrator Manual...

  • Page 97: Chapter 10: Application Extension Configuration

    An APC license (concurrent session) A separate application extension to log in to for each application • For more information about SDK, please send e-mail to sdksupport@altigen.com. Application Extension Setup Note: Before you begin, make sure a Trunk Control APC SDK Session license is registered and activated for your system.

  • Page 98: 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: MaxACD Administrator Manual...

  • Page 99: 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 10-1, “Application Extension Configuration window" changes to “connected.” MaxACD Administrator Manual 89...
  • Page 100 Chapter 10: Application Extension Configuration MaxACD Administrator Manual...

  • Page 101: Chapter 11: Component Configuration

    Changing the number of signal channels requires that you stop and restart the switching and gateway services. • SIP Trunking Channel requires a license to activate. To open the configuration dialog box, 1. Double-click a SIPSP component in Components view. 2. Click the Component Configuration button MaxACD Administrator Manual 91...

  • Page 102: Configuring Virtual Component Hmcp

    The SIP Trunking Configuration button in this dialog box opens the SIP Trunking Configuration dialog box. (See “SIP Trunk Properties” on page 102.) Configuring Virtual Component HMCP Note: An AltiGen HMCP Media Server license is required to activate an HMCP media server. MaxACD Administrator Manual...
  • Page 103 Process voice mail Call recording • 3. Provide Conferencing Resources • Barge-in/silent monitor/coaching You can configure HMCP resources, by double-clicking an HMCP component in Components view and then clicking the Component Configuration button to open this dialog box: MaxACD Administrator Manual 93...
  • Page 104 Notes: • 1,000 G.711 voice processing resources will be licensed to the system when one AltiGen HMCP Media Server license is registered. The more VPR assigned, the slower the system will be when it starts up. To calculate • the optimized number of VPR you need, use the following formula: Total G.711 VPR = Total number of extensions X 2...

  • Page 105: Assign Hmcp Resources To Extensions

    The IP extension Home Media Server ID should be assigned to "00" by default. You do not need to change this number since both MaxACD and HMCP media server are in the ID "00". Figure 11-4. HMCP Media Server inside MaxACD Server MaxACD Administrator Manual 95...
  • Page 106 This will happen atomatically (no configuration required) and dynamically (the resource may come from a different media server each time that extension requests a media resource). MaxACD Administrator Manual...

  • Page 107: Chapter 12: Trunk Configuration

    To find out channel information, right-click a trunk in the Trunk View window (shown in Figure 12-2, below), and select Channel Physical Location. The Channel Information box appears, displaying component ID, component name, channel group type, and channel ID: Figure 12-1. Channel Information box MaxACD Administrator Manual 97...

  • Page 108: Opening The Trunk Configuration 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 12-2. Trunk View window The Trunk Configuration window opens: MaxACD Administrator Manual...

  • Page 109: Selecting Trunks To Set Attributes

    Select the trunks you want to apply changes to, then click OK. (Use Ctrl+click and Shift+click to select several trunks.) This applies changes to multiple trunks for only the attribute or option that you changed. MaxACD Administrator Manual 99...

  • Page 110: Setting General Trunk Attributes

    If extension has Transmitted CID configured, this number will be transmitted first. If not configured, go to next. If extension has DID Number configured, the 10-digit DID number will be transmitted. If not configured, go to next. MaxACD Administrator Manual...

  • Page 111: Sip Tie Trunk Properties

    If you’re in the Trunk Configuration window, select a SIP-Tie channel from the trunk channel list, then click the Trunk Properties button, or just double-click the channel in the list. • If you’re in the Trunk View window, right-click the channel and select Channel Properties. MaxACD Administrator Manual 101...

  • Page 112: Sip Trunk Properties

    • AltiGen does not guarantee the voice quality of the SIP dial tone coming from your service provider. You need to work with your data service and SIP trunking service provider to make sure adequate QoS is provisioned for your WAN service.

  • Page 113: Configuring A Sip Trunk

    Figure 12-6. SIP Trunk Configuration dialog box and Edit box To edit a line, click the Edit button, fill in the blanks, and click OK. • SIP Server IP Address—The SIP Trunk service provider’s server IP address MaxACD Administrator Manual 103...
  • Page 114 Figure 12-6, “SIP Trunk Configuration dialog box and Edit box"). To create a SIP Trunk Profile, in the SIP Trunk Configuration dialog box shown in Figure 12-6, “SIP Trunk Configuration dialog box and Edit box", click the SIP Trunk Profile button on the right. MaxACD Administrator Manual...
  • Page 115 Check this box if the SIP service provider uses SIP Record- Record-Route Header Route and the SIP trunk cannot make or receive calls. If it already works, DO NOT CHECK or UNCHECK this box. [Service provider Bandwidth.com with Edgewater Route require this checked] MaxACD Administrator Manual 105...

  • Page 116: Incoming Call Routing

    Route to an auto attendant number selected in the drop-down list Route to a Line Park line selected in the drop-down list (see “Line Park Configuration” • on page 147 for more detail) • Route to the operator MaxACD Administrator Manual...

  • Page 117: Outgoing Call Blocking

    If you select Outside Calls Allowed According to The Following Schedules, you can then use the Schedule 1, 2, and 3 options to set up to three different time periods during which calls are allowed. You can use Apply to to apply the settings to multiple trunks. MaxACD Administrator Manual 107...
  • Page 118 Chapter 12: Trunk Configuration MaxACD Administrator Manual...

  • Page 119: Chapter 13: In Call Routing Configuration

    When an incoming call comes through a trunk with Caller ID, the system can route the call to the proper extension, to the auto attendant, or to the operator, based on the Caller ID number collected. MaxACD Administrator Manual 109...

  • Page 120: Adding And Deleting Caller Id Route Entries

    After adding an entry, you configure it by first selecting it in the list. When you select an entry, its name and other defined attributes, if any, appear in the fields of the tab. You can edit any of these attributes. MaxACD Administrator Manual...

  • Page 121: Dnis 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. MaxACD Administrator Manual 111...

  • Page 122: Adding And Deleting Dnis Route Entries

    3. If this entry is to cover a range of DNIS numbers, edit the second field to indicate the last number in the range. If the entry is for one number only, leave the field alone, or you can delete the end number. MaxACD Administrator Manual...

  • Page 123: Configuring Dnis Routing

    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 75. MaxACD Administrator Manual 113...
  • Page 124 Chapter 13: In Call Routing Configuration MaxACD Administrator Manual...

  • Page 125: Chapter 14: Out Call Routing Configuration

    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. MaxACD Administrator Manual 115...

  • Page 126: Configuring Out Call Routing

    Working with Route Definitions A route definition consists of a route name and group of trunks, listed in the order that the system will use for outgoing calls. MaxACD Administrator Manual...
  • Page 127 (the first trunk listed is used first, and so forth). Not Member Displays all trunks that are not assigned to the selected route. MaxACD Administrator Manual 117...

  • Page 128: Creating A Route

    It is important that you set up default routes right after routes are defined. Failing to do so will cause outbound dialing failure. Click the Default Routes tab in the Out Call Routing Configuration window to configure default routes. MaxACD Administrator Manual...

  • Page 129: Working On Dialing Patterns

    Dialing patterns are exceptions. If you can, minimize the number of dialing pattern entries. Most companies don’t need to create dialing patterns. To create a dialing pattern, 1. Click the Dialing Pattern tab on the Out Call Routing Configuration window. MaxACD Administrator Manual 119...

  • Page 130: Dialing Pattern Configuration Tips

    If a dialing pattern has multiple routes assigned to it, the system will try to use the first route configured to process the call that has this dialing pattern. If the first route is busy or not in service, the system will use the second route, and so on. MaxACD Administrator Manual...
  • Page 131 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. MaxACD Administrator Manual 121...
  • Page 132 Chapter 14: Out Call Routing Configuration MaxACD Administrator Manual...

  • Page 133: Chapter 15: Extension Configuration

    To open the Extension Configuration window, do one of the following: Click the Extension Configuration button on the toolbar. • • Select General > Extension Configuration. Note: To set up an application extension, see “Application Extension Configuration” on page 87. Figure 15-1. Extension Configuration window MaxACD Administrator Manual 123...

  • Page 134: Using The Apply To Button

    3. In the Type panel, select Virtual. Click OK. After you create an extension, you can set basic attributes on the Extension Configuration General tab. These attributes are discussed below. Setting Personal Information The top section of the General tab is for personal Information. MaxACD Administrator Manual...
  • Page 135 When an outgoing call is made by this extension, the caller ID number entered in this field will be transmitted to the receiving caller. • E911 CID—A number entered in this field will be transmitted as the caller ID for 911 calls made by this extension. MaxACD Administrator Manual 125...

  • Page 136: Account Code

    IP Extension Configuration Check Enable IP Extension and select Dynamic IP Address. Lync Agent Check the Enable Lync Agent check box if this extension is to be a MaxACD agent that corresponds to a Lync Client user. MaxACD Administrator Manual...

  • Page 137: Configuring Group Options For An Extension

    2. Click the Group tab. You see a list of groups the agent is a member of and a list of groups the agent is not a member of. If the extension is not an agent, no workgroups are shown. MaxACD Administrator Manual 127...

  • Page 138: Setting Wrap-Up Time

    This configuration applies only to calls waiting in queue. The inter-call delay can create a time delay before the next workgroup call in queue rings the extension after the extension finishes one of the following activities: Makes an internal or outbound call • MaxACD Administrator Manual...

  • Page 139: Setting Mailbox Options

    To work with mailbox settings, select the extension number you want to work with from the Agent/Supervisor/Extension list, then click the Mail Management tab. MaxACD Administrator Manual 129...

  • Page 140: Setting An Information-Only Mailbox

    When you disable a mailbox, a special greeting is played to announce that this mailbox is not accepting new messages. Assign Exchange Integration License Check this check box if the selected extension is to be integrated with Microsoft Exchange. MaxACD Administrator Manual...

  • Page 141: Smtp/Pop3 Setting

    Voice Mail, AA, Extension, Group, Operator (default), Outside Number, Application Extension, or Line Park. When the caller presses “0”, the call will forward to the specified destination. MaxACD Administrator Manual 131...

  • Page 142: Setting Mailbox Capacities

    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. MaxACD Administrator Manual...

  • Page 143: 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. Note: Message notification can also be set in MaxAgent, and the settings are reflected in MaxACD Administrator. MaxACD Administrator Manual 133...

  • Page 144: Emergency Notification

    To add one or both of the above security values to the Windows registry: 1. Choose Run from the Windows Start menu, type regedit, and click OK. 2. Go to HKEY_LOCAL_MACHINE\SOFTWARE\AltiGen Communications, Inc.\AltiWare\InitInfo. 3. On the right side of the Registry window, right-click and choose New > DWORD Value.

  • Page 145: Setting The Type Of Notification

    Note: To have access to the commands on the Diagnostic menu, you must first log into MaxACD Administrator with the password jazzy and then again with the administrator password. Where Security Alerts Are Logged Security alerts are logged to ...\AltiServ\Log\SecurityAlert.txt.

  • Page 146: Setting Notification Timing

    System Configuration, Business Hours tab (see “Setting Business Hours” on page 39). • 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). • MaxACD Administrator Manual...

  • Page 147: Enabling Message Notification

    Apply to. Setting Call Restriction Options You can use one of the following options in setting restrictions on an extension or on multiple extensions using Apply to. • No Restrictions on Outcalls • Internal Calls Only—extension-to-extension. MaxACD Administrator Manual 137...

  • Page 148: Setting Other Call Restrictions

    Allowing any of these options may increase the potential for toll fraud. Make sure the password is properly configured to prevent an intruder from using this voice mail box to make an outbound call. AltiGen recommends that you leave the fourth option unchecked for all extensions at all times.

  • Page 149: Forwarding All Calls

    100’s voice mail. If there is a loop condition in the forwarding chain (for example, 100 forwards to 101, 101 to 102, and 102 back to 100), the call is sent to the first destination’s voice mail. MaxACD Administrator Manual 139...
  • Page 150 To Paging Trunk—To use this option, you have to select a paging trunk in Trunk • Configuration. • To VM Access—To access the AltiGen mailbox for the extension selected from the drop-down list. Note: Forwarding calls to a pager is possible but not recommended since callers will only hear what is heard when calling a pager and will not know to enter a return phone number unless instructed.

  • Page 151: Handling Busy Calls

    The monitor list is available in the MaxAgent Monitor tab and in Line Monitoring events in AltiGen SDK. WARNING! Listening in to or recording a conversation without the consent of one or both parties may be a violation of local, state, and federal privacy laws.
  • Page 152 Default Returns to the default - the extension can monitor its own calls only. Trunk Monitor Allows monitoring of the AltiGen SDK trunk events at the selected Enable extension. Block Caller Name When a monitored extension receives a call, blocks the display of and Number the caller’s name and number in the monitor tab of the client...

  • Page 153: Chapter 16: Routing Unassigned Extensions

    You can configure the routes of calls to single extension numbers and to ranges of numbers. Configuring the Route 1. Select General > Unassigned Extension Number Configuration and click Add. Figure 16-1. Unassigned Extenstion Routing dialog box 2. Enter the range of the unassigned extension(s) you want to route: MaxACD Administrator Manual 143...
  • Page 154 Figure 16-2. Unassigned Extention Routing range If you’re routing to an extension, select an extension from the drop-down list. To route calls to out call routing, you must have configured route definitions in General > Out Call Routing: MaxACD Administrator Manual...

  • Page 155: Routing Unassigned Extensions To Lync Server

    Line URI. Use either of these two acceptable formats (substitute correct numbers for the example numbers shown): • Tel:+14085551212;ext=504 • Tel:504 Deleting a Route To delete a route, select it and click the Delete button. MaxACD Administrator Manual 145...
  • Page 156 Chapter 16: Routing Unassigned Extensions MaxACD Administrator Manual...

  • Page 157: Chapter 17: Line Park Configuration

    The system will put the caller in queue when calls exceed the total lines assigned to • the Line Park Group. The parked line is released when the call disconnects, is answered, or is forwarded • due to time out. MaxACD Administrator Manual 147...

  • Page 158: Line Park Configuration

    Setting Up a Line Park Group 1. In the Line Park Configuration window, click the Add button below the Groups list. Figure 17-2. Add Line Park dialog box 2. Enter a name in the Add Line Park dialog box, and click OK. MaxACD Administrator Manual...
  • Page 159 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. MaxACD Administrator Manual 149...

  • Page 160: Deleting A Line Park Group

    #51, followed by the Park Line ID. Deleting 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. MaxACD Administrator Manual...

  • Page 161: Chapter 18: Workgroup Configuration

    • Queue overflow • Quit queue options • Workgroup voice mail with forwarding and notification functions Agent login/logout management with reason code • • Agent ready/not-ready and wrap-up management Record inbound and outbound workgroup calls • MaxACD Administrator Manual 151...
  • Page 162 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 Pick and redirect calls in queue • MaxACD Administrator Manual...

  • Page 163: Creating And Configuring Workgroups

    • Detail and summary data table • Support external logger Support advanced reporting application - AltiGen’s MaxReports • After an agent logs into a workgroup, the following states are tracked: • Idle – The agent’s phone is not in use.

  • Page 164: Overview Of Workgroup Configuration Window

    Queue Management—set queue phrases, overflow routing, queue announcements and queue quit option. Apply to Button The Workgroup Configuration window often allows you to apply changes to a particular workgroup or to select many workgroups to which to apply the changes. MaxACD Administrator Manual...

  • Page 165: Setting Up Workgroups

    D, E, F, d, e, f P, Q, R, S, p, q, r, s G, H, I, g, h, i T, U, V, t, u, v J, K, L, j, k, l W, X, Y, Z, w, x, y, z MaxACD Administrator Manual 155...

  • Page 166: Setting Call Restrictions

    Allowing any of these options may increase the potential for toll fraud. Make sure the password is properly configured to prevent an intruder from using this voice mail box to make an outbound call. AltiGen recommends that you leave the fourth option unchecked for all workgroups at all times.

  • Page 167: Workgroup Recording Options

    (defined in Recording Configuration on the System menu—see page “Call Recording Configuration” on page 83); this option requires that a Recording Seat license is assigned to each workgroup member (configured in Extension Configuration). MaxACD Administrator Manual 157...
  • Page 168 Centralized Recording—You can also enable or disable centralized recording from the Agent Management Recording window shown above. Click the cell you want to change, and make a selection from the drop-down list. Click Apply. When finished, click OK. MaxACD Administrator Manual...

  • Page 169: Establishing Workgroup Membership

    If the workgroup pilot extension is configured to Ring All Available Members, the maximum number of members is 20. See “Setting Call Handling Options” on page 171 for details. By default, a newly added member has the Skill Level set to 1. MaxACD Administrator Manual 159...

  • Page 170: Log In/Out A Group Member

    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. MaxACD Administrator Manual...
  • Page 171 Contact your local AltiGen dealer for more information on using this feature. MaxACD Administrator Manual 161...

  • Page 172: Setting Up Skill Based Routing

    • The DNIS number the caller dialed, depending on how you have set up your DNIS numbers (see “Configuring DNIS Routing” on page 113) The caller ID (see “Configuring Caller ID Routing” on page 110 ) • MaxACD Administrator Manual...

  • Page 173: Defining A Skill For A Workgroup

    To set skill-based routing rules: 1. In the Workgroup Configuration window, Skill Based Routing tab, select the workgroup for which you want to set the rules. 2. Select an Agent’s Coverage Rule MaxACD Administrator Manual 163...

  • Page 174: Skill-Based Rule Example 1

    Either use the Up/Down arrows or type in a number from 1-999. Skill-Based Rule Example 1 Example 1: Coverage rule is Equal or Lower and Enable SKLR Escalation is checked. MaxACD Administrator Manual...

  • Page 175: Skill-Based Rule Example 2

    9 because all other escalation wait times are set to 0 seconds. The call will be distributed any idle agent in the workgroup. Skill-Based Rule Example 2 Example 2: Coverage rule is Equal or Higher and Enable SKLR Escalation is checked. MaxACD Administrator Manual 165...

  • Page 176: 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. MaxACD Administrator Manual...

  • Page 177: Disabling A Mailbox

    If you enable mail forwarding, you also specify what you want done with the original messages after they have been forwarded. In the drop-down list you can choose to: • Delete Messages after Forward • Keep the Messages as New • Keep Messages as Saved MaxACD Administrator Manual 167...

  • Page 178: Setting Mailbox Playback Options

    Parameter Description Selected, the user hears the name of the message sender Announce Message (internal sender only) before listening to recorded AltiGen Voice Sender Before Playback Mail System messages. Announce Time Stamp Selected, the user hears the timestamp (time and date) of each Before Playback message before playback.

  • Page 179: Voice Mail Access Option

    Notification tab in the Workgroup Configuration window, and select the workgroup number from the Group List. Figure 18-13. Workgroup Configuration, Notification tab Individual users can also configure Message Notification within the AltiGen Voice Mail System. Note: You can use Apply to to apply mailbox settings to one, some, or all workgroups.

  • Page 180: Setting The Type Of Notification

    Custom App feature enables an extension to connect to an application that can receive the notification event; use the drop-down list to choose the log-on extension to which the third-party application is connected. Contact your local AltiGen dealer for more information on using this feature.

  • Page 181: Setting Notification Business Hours

    You can use Apply to to apply call restriction settings to one, some, or all workgroups. To work with workgroup call handling options, click the Call Handling tab in the Workgroup Configuration window, and select the workgroup number from the Group List. MaxACD Administrator Manual 171...

  • Page 182: Handling Busy Calls

    When you do not want the workgroup to handle any calls, check the Enable Forward To option in the Forward All Calls section of the Call Handling tab, and select an option. The forwarding options are as follows: • To Voice Mail MaxACD Administrator Manual...

  • Page 183: Handling Unanswered Calls

    App Ext feature enables an extension to connect to an application that can receive the notification event; use the drop-down list to choose the log-on extension to which the third-party application is connected. Contact your local AltiGen dealer for more information on using this feature.

  • Page 184: Number Of Rings Before Handling

    The agent needs to be in login state • • Idle time is calculated from the end of the last wrap-up event. • If the agent does not have wrap-up time configured, the idle time is calculated from the end of last busy state. MaxACD Administrator Manual...
  • Page 185 “Forwarding All Calls” on page 172. 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. MaxACD Administrator Manual 175...

  • Page 186: Queue Management - Basic

    The main differences between Basic and Advanced queue control are the following: • You can build a layer of DTMF menu selection option in the Advanced queue control mode. A caller can press a digit to hear different prompts or options while in queue. MaxACD Administrator Manual...

  • Page 187: Setting Queue Phrase Options

    DNIS, CID, or AA selection. Do not check this option if you configure matching a caller’s SKLR to an agent's skill level. Queue position is not meaningful when a higher priority caller can push a lower priority caller or if no agent is available to answer a particular SKLR. MaxACD Administrator Manual 177...

  • Page 188: Expected Wait Time Sampling

    The quit queue feature gives a caller the option of leaving a workgroup queue at any time by pressing # and/or 0. To enable this feature, check either or both of the Enable Quit Queue Options, then use the appropriate Forward to drop-down list to select the option the caller will have: MaxACD Administrator Manual...

  • Page 189: Quit Queue Option

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

  • Page 190: Announcement

    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 18-18. Workgroup Configuration, Advanced Queue Management, Announcement tab To configure queue announcements: MaxACD Administrator Manual...

  • Page 191: 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 MaxACD Administrator Manual 181...

  • Page 192: 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. MaxACD Administrator Manual...

  • Page 193: 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. MaxACD Administrator Manual 183...

  • Page 194: Configuring Workgroup Caller Ids

    Agents can then choose the appropriate CID for each call. Adding Transmitted CIDs 1. Choose CallCenter > MaxCall Configuration. 2. Click Add. 3. Enter a campaign name and the specific caller ID to transmit when this campaign is chosen by the agent, and then click OK. MaxACD Administrator Manual...

  • Page 195: Editing Transmitted Cids

    Figure 18-23. MaxCall caller ID configuration window Editing Transmitted CIDs 1. Select the campaign that you want to change, and then click Edit. 2. Make your changes and click OK. To delete a Transmitted CID, select the campaign and click Delete. MaxACD Administrator Manual 185...
  • Page 196 Chapter 18: Workgroup Configuration MaxACD Administrator Manual...

  • Page 197: Chapter 19: Enterprise Voip Network Management

    Ethernet, will add its own header, checksums, and spacers to the packet. With a packet length of 20ms, the transmission medium requires additional 15.2kbps of bandwidth to carry the packets to their destination. MaxACD Administrator Manual 187...

  • Page 198: Opening Enterprise Manager

    Opening Enterprise Manager To open Enterprise Manager, use one of the following methods: • From MaxACD Administrator, select VoIP > Enterprise Network Management. Enterprise Manager opens without a login dialog box. • From the Windows Start menu, select All Programs > MaxACD for Lync >...
  • Page 199 If your MaxACD system is using dynamic IP addressing, you will see a warning when opening Enterprise Manager. Please check the Internet Protocol (TCP/IP) Properties of your server NIC interface and assign a fixed IP address to this server. MaxACD Administrator Manual 189...

  • Page 200: Overview Of Enterprise Manager

    Department button lets you define departments and assign extensions to departments. Changing the Enterprise Manager Password Only a person with DomainAdmin rights can change the Enterprise Manager password. To change it, click the Password button at the top of the Enterprise Manager window. MaxACD Administrator Manual...

  • Page 201: Setting Voip Codec Profiles

    By default, the following IP address ranges (private IP addresses) will use G.711 codec: • 192.168.0.0 to 192.168.255.255 • 172.16.0.0 to 172.31.255.255 • 10.0.0.0 to 10.255.255.255 To open a window where you can set or modify codec profiles, click the Codec button in the Enterprise Manager toolbar. MaxACD Administrator Manual 191...
  • Page 202 Figure 19-4. Codec profile setting window in Enterprise Manager Named codec profiles are listed on the left. To create a new profile, click the Add button. Figure 19-5. Add Codec Profile dialog box Name the new profile, and click OK. MaxACD Administrator Manual...
  • Page 203 The smaller the packet length, the larger the bandwidth required. G.729 RTP Packet Lets you configure the length of the RTP packets for G.729 in Length (ms) milliseconds. The RTP packet length can be set to 10, 20 or 30 milliseconds. MaxACD Administrator Manual 193...

  • Page 204: Assigning Codec Profiles To Ip Addresses

    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. To set IP address ranges and assign codec profiles to them, in Enterprise Manager click the IP Codec tab. MaxACD Administrator Manual...

  • Page 205: Defining The Ip Dialing Table

    To use a MaxACD-to-MaxACD connection for VoIP, you need to configure the routing in the IP Dialing Table for each MaxACD system. Notes • You must assign an IP Trunk Access code (System Configuration > Number Plan tab) MaxACD Administrator Manual 195...
  • Page 206 Figure 19-9. Enterprise Manager IP Dialing table entry dialog box Define the attributes for the entry: Parameter Description Server ID A unique dialing number to connect to the remote server. The server could be MaxACD, a 3rd-party VoIP gateway, or an AltiGen- certified 3rd-party VoIP device. MaxACD Administrator Manual...

  • Page 207: Configuring Departments

    Departments can be defined in Enterprise Manager and added to extensions. An extension in one MaxACD system can be assigned to only one department. In MaxACD Administrator, the department field is displayed on the Extension General tab. In MaxACD Agent, the department is displayed on the Monitor tab.
  • Page 208 2. To add non-member extensions to the department, select the extensions and click Add. 3. To delete extensions from the Member Extensions list, select the extensions, and click Remove. To remove all member extensions from a department, click Remove All. MaxACD Administrator Manual...

  • Page 209: Chapter 20: Redundancy Configuration

    • A secondary Softswitch server • A Redundancy moderator • A Voicemail server, External Logger, and a CDR database. The next figures show two common configurations. Figure 20-1. Redundancy model showing Softswitches on the same LAN MaxACD Administrator Manual 199...

  • Page 210: Switchover Considerations

    When system control switches from the active to the standby server, it affects calls in the following ways: Current calls will be disconnected. Within a few minutes, new calls will go through. • • CDRs are dropped for all calls, including connected calls. • Voicemail recording stops. MaxACD Administrator Manual...

  • Page 211: Requirements

    Secondary Server to Assume Control” on page 206. 6. Configure the DNS name in your DNS server; see “Step 7: Configure the DNS Name” on page 206. 7. Set up switchover notifications (optional); see “Step 8: Configure Switchover Alerts” on page 207. MaxACD Administrator Manual 201...

  • Page 212: Step 1: Install The Redundancy Moderator

    When a switchover occurs, the new active server will send a command to the • moderator server to update this field. When you are ready to change the default password, click Change Password and specify a new one. MaxACD Administrator Manual...

  • Page 213: Step 2: Configure The Primary Server

    Configuring Redundancy Step 2: Configure the Primary Server Next you will configure settings in MaxACD Administrator. 1. Log into MaxACD Administrator on the primary server. 2. Install the Redundancy license. 3. On the System tab, choose Redundancy. Figure 20-4. Redundancy configuration dialog box 4.
  • Page 214 4. In the Components pane, double-click SIPSD and click Component Configuration. 5. Jot down all of these settings. 6. Click SIP Trunk Configuration. In the dialog box, click Copy To and copy those rows to a file. Close those dialog boxes. MaxACD Administrator Manual...

  • Page 215: Step 5: Reboot Servers And Restart Services

    Step 5: Reboot Servers and Restart Services You must reboot the servers and restart the service before you proceed. You can use the AltiGen Start & Stop all MaxACD Services tool for this; see “Start & Stop All MaxACD Services” on page 230.

  • Page 216: Step 6: Set The Secondary Server To Assume Control

    PTSN gateway. Step 6: Set the Secondary Server to Assume Control 1. Log into MaxACD Administrator on the secondary server. 2. On the System tab, choose Redundancy. 3. Check the option Automatically assume control when active system is not available.

  • Page 217: Step 8: Configure Switchover Alerts

    Figure 20-7. System Switchover Notification in Extension Configuration General Maintenance This section discusses various maintenance tasks that may occur from time to time. To check redundancy status, from either the primary or secondary server, select System > Redundancy and click Status. MaxACD Administrator Manual 207...

  • Page 218: Manually Switching Servers

    Rebooting Servers If you must reboot both systems, or if a SIP-Trunk license is changed, you must reboot both primary and secondary servers to make the changes take effect. The correct order for rebooting is: MaxACD Administrator Manual...

  • Page 219: Updating The Address Of The Softswitch Server

    Shut down the active server, then restart it. Restart the other server. • If the active system needs to be shut down for maintenance, control must be manually switched from the active server to the standby server first. MaxACD Administrator Manual 209...
  • Page 220 Chapter 20: Redundancy Configuration MaxACD Administrator Manual...

  • Page 221: Chapter 21: System Report Management

    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 21-1. Reports, System Summary window MaxACD Administrator Manual 211...

  • Page 222: Ip Cumulative Traffic Statistics

    Total size (in bytes) of all voice packets received from other systems over the public or private IP network. Packets Lost Number of voice packets that have been lost due to prolonged delays, network congestion, or routing failure. MaxACD Administrator Manual...

  • Page 223: Resetting Cumulative Statistics

    SNMP Management Console To use SNMP, you need an SNMP management console that is SNMPv3-supported for receiving and collection. If you’re not already using one, AltiGen recommends MG-Soft Trap Ringer Professional Edition, available from MGSoft Corporation, at http://www.mg- soft.com/tringer.html.
  • Page 224 CPU utilization exceeds a specified percentage in any 10-minute duration. Default value is 80%. The next trap will be sent after the condition is cleared then occurs again. The minimum duration between any two consecutive traps is 30 minutes MaxACD Administrator Manual...

  • Page 225: List Of Traps Sent

    IP Phone service down (specific trap). When detecting IP Phone service transitioning • from up to down. • VM server connection up (specific trap). When detecting VM server connection transitioning from down to up. MaxACD Administrator Manual 215...
  • Page 226 MaxACD transitioning from below threshold to on or above threshold is detected. The minimum duration between any two consecutive traps is 30 minutes. Redundancy switch-over (specific trap). When a redundancy switch-over between • Primary and Secondary Softswitch is detected. This trap is reported by the newly activated Softswitch. MaxACD Administrator Manual...

  • Page 227: Chapter 22: Microsoft Exchange Integration

    Requirements Make sure the following items are ready before Exchange integration is configured. Note that AltiGen is not responsible for, and cannot support, installation of Microsoft Exchange Server: To set up any kind of Exchange integration, you must log in as the Domain Administrator, NOT the Local Administrator.

  • Page 228: When You Install Maxacd

    Use the AltiPassword change utility (C:\AltiServ\Exe\AltiPwdChange.exe) to change all MaxACD service accounts to run as this new user account. Note: In the future, if you need to debug you must log in to the MaxACD server with this user account. MaxACD Administrator Manual...

  • Page 229: Exchange Integration Configuration Steps

    Domain Admin group in Active Directory Users and Computers. Exchange Integration Configuration Steps After installation, perform the following steps: 1. Add Exchange Integration licenses to MaxACD; see Figure 22-3. Figure 22-3. Add Exchange Integration licenses MaxACD Administrator Manual 219...
  • Page 230 (or created by you in step 4, above); see Figure 22- Figure 22-4. Creating a mailbox for the service account created during installation 3. In MaxACD Administrator, choose System > Voice Mail Configuration, then select Synchronize with Exchange, and enter the name (not the IP address) of Exchange server (see Figure 22-5).

  • Page 231: When You Create A New Mailbox User

    222. When You Create a New Mailbox User When you create a new mailbox user in Exchange Server and a new extension in MaxACD, to associate them you need to restart the AltiGen VM Exchange Integration Service. Testing for Synchronization You can use some simple procedures to make sure that the Synchronize with Exchange integration is working correctly.

  • Page 232: Troubleshooting Tips

    If any of these tests fail, consult the “Troubleshooting Tips” section. Troubleshooting Tips To check the profile for the service account 1. Log on to the MaxACD system as the AltiGen service account (for example, AltiGen_telesystem). You will need the password you set up when you installed MaxACD.

  • Page 233: Notes

    Notes To gather trace files 1. Log in to MaxACD Administrator, first with the password “jazzy” and then with your own Admin password. 2. Select Turn AltiTrace On, and click Apply. 3. Select VM and SP Log Dump. 4. To view logs, go to AltiServ\Log\VM\ExchIntg.
  • Page 234 Chapter 22: Microsoft Exchange Integration If users experience a problem making calls to the Exchange server, make sure the • MSXML 6.0 Parser has not been deleted from the server. Without it, the speech engine services cannot play voice prompts. MaxACD Administrator Manual...

  • Page 235: Chapter 23: Tools And Applications

    HMCP Configuration (For information on this tool, see “HMCP Configuration Tool” on • page 56.) If you installed AltiGen’s Custom Phrase Manager, it is available off the Start > All Programs menu. You can use this tool only if you have an AltiGen SDK license. Backup and Restore Utility Note: The configuration backup option is turned on by default.

  • Page 236: Backing Up Files

    Figure 23-1. System Data Management window Note: The System Data Management window can only be accessed at the primary MaxACD system; it is not available from a remote MaxACD Administrator client. Backing Up Files To back up files 1. Select the Backup icon to view the Backup Configuration dialog box.

  • Page 237: Scheduling Backups

    3. Click OK. Restoring Backed up Files To restore backed up files 1. Stop the MaxACD switching services. 2. In the System Data Management window, click the Restore button to view the Restore Configuration dialog box. MaxACD Administrator Manual 227...

  • Page 238: Maxacd Admin & Extension Security Checker

    • clicking Disconnect All, you can disconnect all Admins from the local MaxACD system. Launch the MaxACD Administrator & Extension Security Checker from Start > All Programs > MaxACD for Lync> Utilities > MaxACD Admin & Extension Security Checker. MaxACD Administrator Manual...

  • Page 239: Checking Extension Security

    Number of Admin connections Automatically refreshes the display Security characteristics to check Information on the selected extension Figure 23-5. MaxACD Administrator & Extension Security Checker Checking Extension Security Generally, an extension is considered secure if its password meets the following conditions: •...

  • Page 240: Start & Stop All Maxacd Services

    3. Make changes to extensions from the right-click menus, or advise extension user(s) to make changes. 4. After changes have been made (for example in MaxACD Administrator or with right- click commands in this tool), click Reload to fetch the new settings from MaxACD.

  • Page 241: Trace Collector

    The Trace Collector is for use by experienced technicians. It collects trace for diagnostic purposes, and lets you upload the results to AltiGen Technical Support right from the Trace Collector dialog box. Technicians can run the Trace Collector tool from the Windows Start menu, and also from MaxACD Administrator’s Diagnostic menu.
  • Page 242 Chapter 23: Tools and Applications Case Number: Enter the AltiGen case number associated with this trace collection activity. The case number will comprise the first part of the file name of the collected trace package. Problem Description: Enter a description of the problem, including the extension number involved, the time when the problem happened, how to reproduce the problem, and so on.

  • Page 243: Voice File Converter

    #66 (Trace Collecting). Voice File Converter This tool converts phrase, greeting, and music files from .wav to AltiGen format and vice versa. To open the tool, from the Windows Start menu, select All Programs > Utilities > Voice File Converter.

  • Page 244: Read Config

    5. Click Convert. If a file format is incorrect, an error message appears. Read Config Read Config (or Configuration Reader) is a tool that creates a subdirectory in \altiserv\EXE\AltiWareHtml\ of HTML files showing details of your MaxACD configuration. MaxACD Administrator Manual...

  • Page 245: Exporting And Importing Extensions

    Figure 23-9. ReadOE dialog box 2. Make selections in the dialog box. If you will be sending a configuration file to AltiGen Technical Support, check ReadOE Data File, and select a folder for the .dat file. 3. Click Go.
  • Page 246 When the import is finished, a report file opens showing detailed information for every extension you attempted to import. If some fields are invalid, the system replaces them with a default value, except for the extension number field. MaxACD Administrator Manual...

  • Page 247: Importing Extensions From The Active Directory

    .txt. Importing Extensions from the Active Directory 1. First, back up your system configurations, using AltiGen’s System Data Management tool (Services > Utilities > System Data Management). 2. Go to Services > Utilities > Import Extensions from Active Directory.

  • Page 248: Exporting The Extensions In A Maxacd System

    The first line must be a pre-defined field name, such as “First Name”. If the field name doesn’t match a pre-defined field name, the field is skipped during an import operation. • The sequence of the columns doesn’t matter. MaxACD Administrator Manual...

  • Page 249: Altigen Custom Phrase Manager

    Note: The AltiGen Custom Phrase Manager requires a Client SDK license. To use the AltiGen Custom Phrase Manager, open the tool from the Windows Start > All Programs menu. Figure 23-15. Custom Phrase Manager dialog box Enter the following information and then click Login: •...

  • Page 250: Creating New Phrases

    Data can be sorted in ascending or descending order by clicking a column heading. • Buttons let you play, create and edit phrases. Creating New Phrases To create a new phrase, 1. Select the extension you will be using to record the phrase. 2. Click New. MaxACD Administrator Manual...

  • Page 251: Playing A Phrase

    3. Answer the ring, and a voice announces the phrase before playing it. Figure 23-17. Playing a Phrase dialog box 4. After you finish listening, hang up the phone and click OK in the AltiGen Custom Phrase Manager. Editing a Phrase Name or Description To edit the name of a phrase or its description, 1.

  • Page 252: To Delete A Phrase

    Figure 23-19. Warning message indicates the ramifications of deleting the phrase 3. If you’re sure you want to delete the phrase, click Yes. The phrase is deleted from the directory and from the table in AltiGen Custom Phrase Manager. To Re-record a Phrase To re-record a phrase, 1.

  • Page 253: Appendix: Network Ports

    For a multi-chassis system, you need to enter multiple ranges: Gateway ID = 0 X0 = BasePort Y0 = BasePort + Total IP codec channels in GW0 x 2 Gateway ID = 1 X1 = BasePort + 512 x 1 MaxACD Administrator Manual 243...
  • Page 254 10028 MaxSupervisor 10025 10027 10028 10029 10050 Client Applications Auto Update 10050 Remote MaxACD Administrator 10068 VRManager 10040 (VRManager may not work behind NAT) Network Assessment Tool 10010 MaxACD connects the following application through a firewall External CDR Logger Service...

  • Page 255: Appendix: Technical Support

    Call 888-ALTIGEN, option 5, or 408-597-9000, option 5, and follow the prompts. Your call will be answered by one of AltiGen’s Technical Support Representatives or routed to the Technical Support Message Center if no one is available to answer your call.
  • Page 256 Appendix B: Technical Support MaxACD Administrator Manual...
  • Page 257 Diagnostic menu 23 collecting digits 70 call reports, external 47 dialing 9 twice, preventing 101 configuring 65 call restrictions 137 dialing pattern tips, out call rout- editing 68 extension 137 making assignments 71 ing 120 system 43 MaxACD Administrator Manual...
  • Page 258 127 configuring extension 79 greeting prompts 52 calling options 137 enabling in AA 78 group DID number 125 other, configuring 77 setup 127 e-mail name 131 License menu 23 group greeting, press "0" for for- 248 MaxACD Administrator Manual...
  • Page 259 52 getting around 21 priority queuing 111 music on hold, configuration 51 installing 18 prompts MaxACD Administrator & Exten- converting 233 sion Security Checker 228 greeting and update 52 MaxACD Administrator default navigating MaxACD Administrator...
  • Page 260 39 code 100 call park 33 route definitions UDP ports 243 call restrictions 43 out call routing 116 unanswered calls country relevant 48 routing handling 173 e-mail 62 by caller ID 109 uninstalling MaxACD 18 250 MaxACD Administrator Manual...
  • Page 261 IDs 184 configuration 151 configuring basic attributes incoming call handling 171 logging outbound calls 129 mail management 166 message notification 169 queue management 176 recording options 157 setup 155 single call handling 175 skill setting 162 workgroup queue MaxACD Administrator Manual...

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