Notes - Altigen MaxACD Administrator Manual

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.
To avoid "extension in use" message
When synchronizing with Exchange Server, the mailbox needs to be locked. If the
extension has a lot of messages, it could take some time, but shouldn't take as long as
2-3 minutes. In normal cases, it should take just 10-20 seconds. You may adjust a
registry key to change the synchronization interval:
HKEY_LOCAL_MACHINE\SOFTWARE\AltiGen Communications,
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.
Exchange Integration service synchronizes voice messages on the Exchange server with
those on the MaxACD system by polling the two servers periodically. This polling interval
can be adjusted by creating a DWORD value called "Polling Interval" under the key
HKEY_LOCAL_MACHINE\SOFTWARE\AltiGen Communications,
Inc.\AltiWare\ExchIntg
This DWORD value should contain the number of milliseconds between polling. If this
value is not present in the registry, a default value of 60000 (1 minute) is used by the
system. For performance reasons, you should not set this value to below 60000.
To avoid "Access Deny" error while sending messages
If you have applied Microsoft patch ms06-029, when a MaxACD phone user attempts to
send a message, the user receives an "Access Deny" error. This is because the patch
changes the grant for the permission of Send As.
After applying the patch, the Send As permission of each user needs to be granted to
the account of "altigen service" explicitly.
You may have to restart the Exchange Server and MaxACD.

Notes

Prevent attempts by the Exchange Administrator/Manager to use the existing
•
service account for the AltiGen Exchange Integration Service. Using the service
account will provide an audit trail that is invaluable while troubleshooting.
Depending on the number of voice mails you have on the MaxACD server, the initial
•
mailbox synchronization may take a long time.
For example, if you have 10GB of voice mails on the MaxACD server and are enabling
Exchange integration for all the mailboxes, it may take up to 24 hours to initialize
the Exchange integration service.
If you have less than 100MB of voice mails on the MaxACD server, the initialization
will take less than 5 minutes.
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Notes