Altigen ACC 6.7 Administration Manual

Max communication server

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MAX Communication Server

September, 2011

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. Although AltiGen Communications, Inc. has designed security features into its

products, it is your sole responsibility to use the security features and to establish security practices within

your company, including training, security awareness, and call auditing.

Administration

Manual

ACC 6.7

™

Table of Contents

Troubleshooting

Summary of Contents for Altigen ACC 6.7

Page 1 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 2 AltiGen 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
Trunk View Window ........36 MAXCS ACC 6.7 Administration Manual...
Page 4 Assigning Seat-Based Client Licenses ......39 Stopping the AltiGen Switching Service ......40 Programs Available from the Windows Start Menu .
Page 5 Using Pre-Recorded Prompts ........91 Recording Custom Phrases from the AltiGen Phone ....92 Using Professionally Recorded Phrases .
Page 6 Outgoing Call Blocking ........165 MAXCS ACC 6.7 Administration Manual...
Page 7 Enabling Message Notification ....... . 202 MAXCS ACC 6.7 Administration Manual...
Page 8 On the AltiGen IP Phone ........
Page 9 Setting Mailbox Playback Options ......275 MAXCS ACC 6.7 Administration Manual...
Page 10 WAN Router Configuration ........299 viii MAXCS ACC 6.7 Administration Manual...
Page 11 Rejoining a Server to the VoIP Domain ......326 Setting an Alternate Server for AltiGen IP Phones ....327 Managing VoIP Domain Users .
Page 12 Setting Up the Client ........383 Install the AltiGen TAPI Service Provider on the Client ....384 Set Up Phone and Modem Options .
Page 13 Checking Extension Security ....... . . 395 Start & Stop All AltiGen Services ....... 396 Trace Collector .
Page 14 ......... . . 441 NDEX MAXCS ACC 6.7 Administration Manual...
Page 15: About This Manual
Related Publications Related publications include: Hardware Telephony Manual • • MaxCommunicator Manual MaxOutlook Manual • • MaxAgent Manual • MaxSupervisor Manual AltiConsole Manual • • CDR Manual AltiGen IP Phone User Manuals • MAXCS ACC 6.7 Administration Manual...
Page 16 MAXCS ACC 6.7 Administration Manual...
Page 17: Overview
H A P T E R Overview MAX Communication Server (MAXCS) is AltiGen’s system software targeted for the IP PBX and contact center market. MAXCS is designed with an intuitive easy-to-use graphical user interface so your IT staff can easily manage the system and reduce administrative costs.
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If your local exchange carrier provides DID service, DID calls will automatically be steered to the appropriate destination. Directory Name Announcement - the extension user’s directory name will be announced to the caller before the call rings to a phone. MAXCS ACC 6.7 Administration Manual...
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Intercom Call—by pressing #93 on an analog phone, users can make an intercom call to an AltiTouch 510 or an AltiGen IP phone. If the phone is in idle state, the phone speaker will be turned on, and the voice path is connected. If the target phone is busy, the caller will hear a busy signal.
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IP phone) to register as an IP extension. Note: A license is required to enable this feature for an extension. (Release 5.2) Station Log In/Log Out - enables system users to move an extension number from one station to another, or deactivate an extension. MAXCS ACC 6.7 Administration Manual...
Page 21: Automatic Call Distribution Features
Transfer Caller to AltiGen Voice Mail System - allows user to transfer outside caller into the AltiGen Voice Mail System by pressing FLASH # 40 while connected to the caller. Transfer Caller to AA - allows a user to transfer a call to an AA by pressing FLASH #15 and then the 2- or 3-digit AA number.
Page 22 Personal calls can also be silently listened to by a workgroup supervisor. Supervisor Barge In - allows a workgroup supervisor to barge into a call between workgroup agent and caller. Personal calls can also be barged in to by a workgroup supervisor. MAXCS ACC 6.7 Administration Manual...
Page 23: Auto Attendant (Aa) Features
OR last name when dialing by name. Data-Directed Routing - allows the routing of calls directed by the caller’s input (digit or text). Third-party applications can be used to route incoming calls based on caller information. MAXCS ACC 6.7 Administration Manual 9...
Page 24: Voice Mail Features
You have an option of being notified of all messages or only urgent messages. New and Heard Voicemails Announced - Heard voicemails are announced, as well as new and saved voicemails, when users access voicemail. MAXCS ACC 6.7 Administration Manual...
Page 25: Internet Integration Features
System Post Office Box via a local internet access line. System and Administration Features System and administration features include: AA Configuration File Export- lets you export your complete AA configuration to an html file. MAXCS ACC 6.7 Administration Manual 11...
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Transmit Extension Calling ID - each extension can be configured with a calling ID. When an outgoing call is made by this extension through PRI or IP trunks, the calling ID is displayed as the Caller ID to the receiving caller. MAXCS ACC 6.7 Administration Manual...
Page 27: Voice Over Ip Features
Global IP Dialing Table - The IP Dialing Table is configured in Enterprise Manager. The IP Dialing Table configuration is used to create location-based routing in the Enterprise. H.323 Tie-Trunk Support - Ensures backward compatibility to systems using AltiGen’s AltiWare versions prior to 5.1.
Page 28: Multi-Site Voip Management - Enterprise Manager
Outcall restrictions for hop off calls are configurable. SIP Trunk Support - MAXCS enables AltiGen’s system to connect to IP-based trunking service providers via SIP. SIP NAT Traversal - Allows MAXCS to connect to a remote SIP phone or IPTalk behind NAT without changing the NAT setting at the remote location.
Page 29: Optional Add-On Software
LCD panel or from their PCs. MaxInSight includes the ability to see the following for single or multiple workgroups: • Real-time queue status • Real-time workgroup resource status Daily operation results • • Trends of data over time MAXCS ACC 6.7 Administration Manual 15...
Page 30: Capacities
Chapter 1: Overview SuperQ - a Java-based application designed to queue and distribute calls for call centers with workgroups located in different geographic locations or across multiple AltiGen servers. SuperQ enables call centers to combine teams of workgroups from multiple locations into one virtual team.
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• Installing MAX Communication Server • Installing MaxAdministrator on a network client • Uninstalling MAX Communication Server Troubleshooting • Minimum System Requirements This section lists the system requirements for MAX Communication Server ACC 6.7. MAXCS ACC 6.7 Administration Manual 17...
Page 32: Supported Operating Systems
The installation program will install JAVA JRE 1.6 automatically HMCP Requirements Operating Systems Windows 2003 with SP2 or later • Windows 2008 with SP2 • Windows 2008 R2 with SP1 • Processor Intel based 3 GHz Hyper-Thread or faster MAXCS ACC 6.7 Administration Manual...
Page 33 1 GB RAM Notes The installation program will install JAVA JRE • 1.6 automatically. Installation requires 1 GB available hard drive disk space. However, more space is required for CDR storage. Runs on stand-alone system • MAXCS ACC 6.7 Administration Manual 19...
Page 34 (MaxCommunicator and ACT! 2007, 2009 and 2010 AltiGen Clients) • System IBM/PC AT compatible system .NET Framework Microsoft .NET 2.0 framework or higher Processor 2 GHz CPU or higher Disk Space 1 GB 1 GB RAM MAXCS ACC 6.7 Administration Manual...
Page 35 Keyboard and mouse • AltiGen SDK Requirements ActiveX Control for Windows 7 • MaxCommunicator and Windows 2008 • AltiAgent • Windows Vista Business Edition Windows XP Professional with SP3 or later • MAXCS ACC 6.7 Administration Manual 21...
Page 36: Boards Supported By Acc And Acm
Triton Analog 12-Extension Board Rev A3 or above • Triton Analog 12-Trunk LS/GS Board Rev A3 or above Triton Analog 12-Trunk LS Board Rev A3 or above • • Triton Analog 8 port trunk all revisions MAXCS ACC 6.7 Administration Manual...
Page 37: Maxcs Licenses
In MAXCS 6.7, most client licenses are available in both concurrent session mode and seat-based mode. Both types can be mixed in a MAXCS system. The following licenses are available for all AltiGen 6.7 systems: Licenses for 6.7 MAXCS ACM...
Page 38: Preparation For Installation
Windows Update—Make sure your server has the recommended Windows Service • Pack or Update. • MAXCS ACC 6.7 CD ROM—The MAXCS CD ROM that contains the MAXCS 6.7 programs. • MAXCS latest update—Check to see if there is an update available to the MAXCS 6.7 Release.
Page 39: Installing Max Communication Server
Redundant System Installation—Select this option if you are setting up a redundant system. On the next screen you can select the components to install. Multi-Gateway Softswitch System Installation These are the components you have to choose from. MAXCS ACC 6.7 Administration Manual 25...
Page 40 If you select Gateway, the next screen requires you to assign an ID to the gateway. For detailed instructions on installing and upgrading MAXCS, AltiGen Dealers should refer to the Knowledge Base, available from the AltiGen Dealer Web Site, at https:// dealer.altigen.com.
Page 41: Redundant System Installation
Chapter 26 “Redundancy Configuration” on page 351 gives details on configuring for redundancy. However, because of the variations of redundancy setup (depending on your system), please consult with AltiGen before installing a redundancy system. Installing MaxAdmin on a Network Client MaxAdministrator can be installed on a client workstation, providing the ability to manage the MAXCS server remotely.
Page 42: Uninstalling Maxcs
Start > Programs > Administrative Tools > Services applet. Then go to Start > Programs > Control Panel > Add/Remove Programs, and select MAX Communication Server ACC 6.7, and click Remove. Troubleshooting (Error Messages) Use this table for troubleshooting error messages encountered during software installation.
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Chapter 2: System Requirements and Installation Error Message Solution Failed to upgrade AltiServ databases. The previous database may be corrupted. Restore the last, known working database and try again. If error persists, contact your Authorized AltiGen Dealer. MAXCS ACC 6.7 Administration Manual 29...
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Chapter 2: System Requirements and Installation MAXCS ACC 6.7 Administration Manual...
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To log out, click the Logout button, or select Services > Logout. Changing the Password Select Services > Change Password to open a Change Password dialog box. You’ll be prompted to type in and verify a new password, then click OK. MAXCS ACC 6.7 Administration Manual...
Page 46: The Maxadministrator Main Window
• Opens windows where you can configure trunks, in call routing, out call routing, extensions, AltiGen IP phones, hunt groups, paging groups, line park, and MeetMe conference. You can also manage MeetMe conferences from this menu. MAXCS ACC 6.7 Administration Manual...
Page 47: Quick Access Toolbar
• Help Opens the Help window and shows the MAXCS and MaxAdministrator version. 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. Figure 2. MaxAdmin quick access toolbar From left to right, the toolbar buttons serve the following purposes: Login.
Page 48: Status Bar
Summary. Opens the System Summary window. Shortcut for Report > System Summary. About. Opens a window that displays version and file information. Gives information about the AltiGen Technical Support Web Site. Shortcut for Help > About MaxAdmin. Status Bar The Status Bar at the bottom of the main window displays disk usage, the status of SMDR, the status of the call detail reporting log, the status of the operator, and current date and time.
Page 49: Extension View Window
The Extension View window displays the name, location, and status of all assigned extensions. Right-click an extension to display its physical location..or to open a line properties window specific to the selected extension. Figure 4. Extension View window MAXCS ACC 6.7 Administration Manual 35...
Page 50: Trunk View Window
You’ll be asked to confirm the reset, and a status message will tell you if the reset was successful. Call Log View Window The Call Log View window displays the line and trunk traffic history. MAXCS ACC 6.7 Administration Manual...
Page 51: Workgroup View Window
The window displays, for the last 30 calls, the caller line or number, the callee, the starting time in 24-hour format and the length of the call. When the call is from another AltiGen system, the call is displayed as “Caller System IP Address-Extension Number.” Workgroup View Window The Workgroup View window displays data and statistics for workgroups: Figure 7.
Page 52: Current Resource Statistics Window
JB Packet Loss—the number of voice packets that have been discarded due to • jitter buffer overflow • Total Packet Loss Rate—the ratio of total number of lost packets versus total received packets MAXCS ACC 6.7 Administration Manual...
Page 53: Assigning Seat-Based Client Licenses
MaxMobile Communicator • • AltiConsole • IP Talk • TAPI Integration Connector • • MaxCall Assign extensions to seat-based licenses in the Client SEAT License Management configuration screen (License > Client SEAT License Management). MAXCS ACC 6.7 Administration Manual 39...
Page 54: Stopping The Altigen Switching Service
• From Windows, select Start > All Programs > MAX Communication Server ACC > Utilities > Start and Stop All AltiGen Services, and click the Shutdown All AltiGen Services button. This stops the MAXCS system services, including the MaxAdmin application itself. When you re-open MaxAdmin, the switching services are reactivated.
Page 55 Read Config—Creates a subdirectory of HTML files that shows details of your MAXCS configuration. See “Read Config” on page 401. • Start and Stop All AltiGen Services—Opens a dialog box that gives you the option to start or stop all AltiGen services by clicking a button. •...
Page 56 Chapter 3: Getting Around MaxAdministrator MAXCS ACC 6.7 Administration Manual...
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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 • MAXCS ACC 6.7 Administration Manual...
Page 58: 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. MAXCS ACC 6.7 Administration Manual...
Page 59 To • Play Greeting the caller, the call park sounds like being put on hold. Phrase Valid entry: 1 - 60 minutes. Select a greeting that the caller will hear before being placed on hold. MAXCS ACC 6.7 Administration Manual...
Page 60: Setting A System Number Plan
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. MAXCS ACC 6.7 Administration Manual...
Page 61 7 to IP trunk access, without first deleting all the 7nnn extensions. Default The default password for newly created extensions is randomly generated by the system. (When the password is changed, it must Password be four to eight digits in length.) MAXCS ACC 6.7 Administration Manual...
Page 62 “*” 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 MAXCS ACC 6.7 Administration Manual...
Page 63 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.” MAXCS ACC 6.7 Administration Manual...
Page 64 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. MAXCS ACC 6.7 Administration Manual...
Page 65: Setting Business Hours
The Business Hours tab contains group boxes for setting the business hours and days of the week for which the business or organization is in operation. The business hours schedules are used to set other system settings such as trunk, and DNIS and caller ID in call routing. MAXCS ACC 6.7 Administration Manual...
Page 66 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. MAXCS ACC 6.7 Administration Manual...
Page 67: Routing Calls On Holidays
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. Figure 14. System Configuration, Holiday tab MAXCS ACC 6.7 Administration Manual...
Page 68 1. Select a Holiday Profile, and then the holiday from the Holiday list. Its date and description appear in the Normal section. 2. Click the drop-down arrow beside the date to open a calendar and assign a new date. MAXCS ACC 6.7 Administration Manual...
Page 69: Configuring System Speed Dialing
Editing Speed Dial Entries To edit an entry, double-click the number you want to work with, or select the number and click Edit. In the dialog box that opens, edit the entry and click OK. MAXCS ACC 6.7 Administration Manual...
Page 70: 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. MAXCS ACC 6.7 Administration Manual...
Page 71: Blocking Calls To Area Codes From All Extensions
MAXCS considers this an attack. To protect your company from theft of services, you can lock an attacked extension for the period of time you specify (10 minutes - 23 hours, 59 minutes, and 59 seconds) in the Password Check field group. MAXCS ACC 6.7 Administration Manual...
Page 72: Blocking All Outgoing Calls
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. To access the Account Code tab, select System > System Configuration, then click the Account Code tab. MAXCS ACC 6.7 Administration Manual...
Page 73: Adding And Deleting Account Codes
To learn more about internal and external CDR databases and schema, refer to the CDR Search Manual. To set up Call Reports, select System > System Configuration, then click the Call Reports tab. MAXCS ACC 6.7 Administration Manual...
Page 74: Internal Database Configuration (Internal Log Service)
The SQL database cannot be on the same server as the MAXCS system. A system integrator or database developer will need to write a custom query to extract data from the SQL database. Note: You can send reports from a number of different systems to the same database. MAXCS ACC 6.7 Administration Manual...
Page 75: Exporting Through A Local Port
Chapter 4: System Configuration Note: 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.
Page 76: Setting Toll Call Prefixes
If your MAXCS 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. MAXCS ACC 6.7 Administration Manual...
Page 77: Audio Peripheral Configuration
Music on hold • 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. MAXCS ACC 6.7 Administration Manual...
Page 78: Configuring Music On Hold And Recorded Announcements
C:\PostOffice\phrases\Music folder. You can replace the file with a .wav file (or an AltiGen PCM file). A .wav file must be in 8 kHz/ 8 bit/ Mono/ u-Law format. Any optional music-on-hold files included with MAXCS are in that format. You can convert your own .wav files to this format using Microsoft Windows Sound Recorder.
Page 79: Setting Greeting And Update Prompts
1. Connect overhead paging equipment to the audio out jack on a Triton telephony board. 2. On the System Configuration > Audio Peripheral tab, select Enable Overhead Paging. Use the drop-down list to select the board to which the overhead paging is attached. MAXCS ACC 6.7 Administration Manual...
Page 80: Activity
AltiConsole when the extension user is absent. MaxCommunicator users, MaxAgent users, and AltiGen IP phone users can select from these activity codes to let others know where they are when they are away from their desks (meeting, business travel, etc.).
Page 81 Call Management: #26 – Station Logout #27 – Station Login #32 – Enter Account Code #33 – Do Not Disturb #36 – Call Forwarding #37 – Remote Call Forwarding Other Features: #12 – Language Setting MAXCS ACC 6.7 Administration Manual...
Page 82: Limitation
#91 – NOT READY to Receive Workgroup Call Session Types: Specify whether or not to allow an AltiGen SDK session for the extension. Note: If the extension is an IP extension, #26 / #27 is still available when the phone is in the onhook position, even if it is disabled in the extension’s feature profile.
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With Multi-Gateway Softswitch architecture, MAXCS can control telephony boards that reside in different chassis (gateways) and make them function as a unified system. Multiple AltiGen servers can be configured as gateways. Each gateway is controlled by the MAXCS software. The following diagrams show several Multi-Gateway Softswitch deployment scenarios: Figure 26.
Page 84: Managing Gateways
The WAN network delay and latency may cause synchronization signal failure between MAXCS and the gateway. Note: An AltiGen Gateway license is required to set up a gateway. Managing Gateways Whether you are using multiple gateways or one gateway, you will perform gateway management functions in the Softswitch Component Configuration window.
Page 85: Setting Parameters
Lists all gateways that have been added using the Add button in this window. Status Shows the status of the selected gateway: active, disconnected, initializing, resetting, failed. (Read-only field.) Name The name you gave the selected gateway for easy identification. MAXCS ACC 6.7 Administration Manual 71...
Page 86 (Read-only field.) This information will help you configure sufficient resources for IP phones on each gateway. Enable Media Server on On an AltiGen-certified server, you can run the Softswitch Softswitch and Media Server in the same machine. (You must have a Media Server license.)
Page 87: Adding And Attaching A Gateway
If a “Failed” message appears, you may have entered an incorrect IP address or password, or the gateway may already be attached. Detaching and Deleting a Gateway You can detach a gateway without shutting down the MAXCS system. MAXCS ACC 6.7 Administration Manual 73...
Page 88: Changing Gateway Id And Password
Start menu, you’ll see this dialog box. Figure 30. AltiGateway Configuration Tool log-in dialog box Enter the IP address and password of the gateway you want to check on, and click OK. The AltiGateway Configuration Tool looks like this: MAXCS ACC 6.7 Administration Manual...
Page 89: Configuring The Applications Server
Product Version The software version of the gateway service. Configuring the Applications Server In the Softswitch Component Configuration window, Applications Server tab, configure the IP address of the Voice Message server and the Enterprise server. MAXCS ACC 6.7 Administration Manual 75...
Page 90 Chapter 5: Media Server and Gateway Management Figure 32. Softswitch Component Configuration window, Applications Server tab MAXCS ACC 6.7 Administration Manual...
Page 91: 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. MAXCS ACC 6.7 Administration Manual 77...
Page 92: Setting Message Notification Retries
Confirm Message If checked, the system plays a voice message instructing the Deletion user to confirm request for deletion by pressing the # key. This prevents users from accidentally deleting messages with a single key entry. MAXCS ACC 6.7 Administration Manual...
Page 93: Setting Message Recording Options
200–2000 ms (.2– 2 seconds). Setting Exchange Integration Options Set Exchange integration options. Access to these options requires an AltiGen Exchange Integration License. To assign this license to an extension, see “Assign Exchange Integration License” on page 197.
Page 94 Bridged Access to Through bridged access integration, via a SIP connection, Exchange AltiGen’s Voice Mail System provides an option to the user to directly access Exchange Unified Messaging (by pressing 7 in extension voice mail after entering the password). Once connected, users can check and reply to e-mail, manage calendars, and send messages.
Page 95: Setting E-Mail Messaging Options
AltiGen CTI client applications to manage voice mails, the voicemail files are replicated back to MAX Communication Server. When a voicemail file is heard, marked save, or deleted from an AltiGen client application, the voicemail attribute is changed in the Exchange server accordingly.
Page 96: Creating Distribution Lists
MaxCommunicator or MaxAgent user applications. To configure distribution lists, select System > Voice Mail Configuration, then click the Voice Mail Distribution List tab. Figure 34. Voice Mail Configuration, Voice Mail Distribution List tab MAXCS ACC 6.7 Administration Manual...
Page 97: 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. MAXCS ACC 6.7 Administration Manual 83...
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Chapter 6: Voice Mail Configuration MAXCS ACC 6.7 Administration Manual...
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2. Record phrases for each menu level or use the pre-recorded phrases that are available to you. See “Phrase Management” on page 91 for more details on how to MAXCS ACC 6.7 Administration Manual 85...
Page 100: Example: Aa Planning
The first 16 AAs are provided with the menus blank. You can edit these as described in “Configuring Auto Attendants” on page 87. You don’t need to add a new AA if you’re going to use 16 or fewer. MAXCS ACC 6.7 Administration Manual...
Page 101: Configuring Auto Attendants
Export—exports all AA settings to an HTML file. Configuring Auto Attendants To configure an AA, click the AA Configuration button, or select System > AA Configuration. Select an AA in the list and click Edit. MAXCS ACC 6.7 Administration Manual 87...
Page 102: Configuring Menu Items
Second step—Execute the action selected from the drop down list. The drop down • list contains the following actions: Action Description No Action An “invalid” message plays and the menu is repeated. Level - Expand Expand menu item to create additional level. Tree MAXCS ACC 6.7 Administration Manual...
Page 103 An SDK APC based application needs to log in to the application extension to receive the call. If the APC application fails to connect, the system will execute the sub-level "&" as a fail action. MAXCS ACC 6.7 Administration Manual 89...
Page 104 Min. Length—the minimum length of digits to be collected. Max. Length—the maximum length of digits to be collected. • • PSTN Call Inter-Digit Timeout—the length of time the system will wait between collecting of digits before timing out. MAXCS ACC 6.7 Administration Manual...
Page 105: 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. MAXCS ACC 6.7 Administration Manual 91...
Page 106: Recording Custom Phrases From The Altigen Phone
Recording studios such as Worldly Voices provide professionally recorded prompts as electronic files that can be installed and used on the MAXCS 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 107 To install professionally recorded phrases or prompts: 1. Assign a prompt number to each prompt you would like recorded. Or give the prompt a unique identifying name. AltiGen-supplied phrases are numbered, but phrases don’t have to be numbered. 2. Submit your prompt script and prompt name to the recording studio.
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Chapter 7: Auto Attendant Configuration MAXCS ACC 6.7 Administration Manual...
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This eliminates the caller having to select a language. Note: The MAXCS 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 discussed in subsequent sections: •...
Page 110: Creating Language Phrase Packages
AltiGen authorized distributors in each country will perform localization procedures to create language packages, including syntax rules for numbers and sentence structure for their local market. For international customers, please contact the authorized AltiGen distributor in your country to obtain localized language phrases. Storing Language Phrase Packages Additional language phrases (system and custom) and syntax styles need to be copied to the correct directory before system startup, so that the system can recognize them.
Page 111: Configuring For A Multilingual System
5. Repeat these steps for each language you want to add. The contents of the fields System phrase directory and Custom phrase directory are fetched from the location where the language phrases are stored. They are not editable. MAXCS ACC 6.7 Administration Manual 97...
Page 112: Enabling Multilingual Support In The Auto Attendant
Note: This configuration is on top of the regular AA configuration. The system will execute the regular AA action items after a language preference is selected by the caller. MAXCS ACC 6.7 Administration Manual...
Page 113: Configuring The Extension
The default language is assigned in Extension Configuration > General tab. Figure 40. Selecting a language for an extension user In the Language drop-down list, select the desired language, and click OK. MAXCS ACC 6.7 Administration Manual 99...
Page 114: 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. MAXCS ACC 6.7 Administration Manual...
Page 115: 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. MAXCS ACC 6.7 Administration Manual 101...
Page 116: 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. MAXCS ACC 6.7 Administration Manual...
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• bgn for barge-in call 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 MAXCS ACC 6.7 Administration Manual 103...
Page 118: 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. Important: If you are using FTP protocol, the FTP server must be installed and configured properly on the same machine as the Central Location directory. MAXCS ACC 6.7 Administration Manual...
Page 119: Using A Remote Shared Directory
1. From the desktop, select Map Network Drive from the Tools menu. Figure 44. Map Network Drive 2. In the dialog box, click the Sign up for online storage or connect to a network server link. MAXCS ACC 6.7 Administration Manual 105...
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Chapter 9: Call Recording Configuration Figure 45. “Sign up for online storage or connect to a network server” link This opens the Add Network Place Wizard. Figure 46. Add Network Place Wizard 3. Click Next. MAXCS ACC 6.7 Administration Manual...
Page 121 5. Type the address of the Web site, FTP site, or network location in the field, for example,”\\ServerName\sharefolder”; or use the Browse button to locate the destination path. Click View some examples for correct formatting. Then click Next.The following screen is displayed: MAXCS ACC 6.7 Administration Manual 107...
Page 122 Figure 49. Add Network Place Wizard - Shortcut Name 6. Type in a name for the network place and click Next. Figure 50. Confirmation screen 7. Click Finish. The network place you created should appear on the desktop. MAXCS ACC 6.7 Administration Manual...
Page 123 Chapter 9: Call Recording Configuration Figure 51. Network Place Created 8. In the Recording Configuration window, use the Browse button to select the network place as the destination folder. Figure 52. Recording Configuration Window MAXCS ACC 6.7 Administration Manual 109...
Page 124 Chapter 9: Call Recording Configuration MAXCS ACC 6.7 Administration Manual...
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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 126: Application Failover Plan
The options are: • AA—select the auto attendant number to use in the drop-down list under the option. AA settings are configured in System > AA Configuration. Extension—select an extension from the drop-down list. • MAXCS ACC 6.7 Administration Manual...
Page 127: 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 53 changes to “connected.” MAXCS ACC 6.7 Administration Manual 113...
Page 128: C Hapter
Chapter 10: Application Extension Configuration MAXCS ACC 6.7 Administration Manual...
Page 129: Board Configuration
• • Virtual MobileExtSP Board, page 142 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. MAXCS ACC 6.7 Administration Manual 115...
Page 130 Parameter Description Board Info Board Logical ID: assigned by MAXCS. Board Name: the type of board installed in the system and its physical ID. MAXCS ACC 6.7 Administration Manual...
Page 131: Using The Triton Resource Board
If the supervisor is using an IP phone, then Connect Voice Stream to Server should be checked in the Extension Configuration window so that the system can pull the caller and agent's voice stream to the resource board to allow the supervisor to tap into the conversation. MAXCS ACC 6.7 Administration Manual 117...
Page 132: Using The Triton Meetme Conference Board
12 trunks. The 8 port card supports only loop start (LS). The 12 port card is available in two models; loop start/ground start (LS/GS) and LS. Both models have the same features regarding LS. The LS/GS board is required when ground start trunks may be required. MAXCS ACC 6.7 Administration Manual...
Page 133: Configuring The Triton Voip Board
SIP and H.323 devices. The Triton VoIP board can be configured as a 12-port G.711/G.723.1/G.729AB or 30- port G.711 board. For limitations on configuring Triton VoIP boards and ports see the AltiGen Telephony Hardware Manual. Configuration Double-click the TritonIP board in the Boards window to open the Board Configuration window, similar to Figure 56.
Page 134: Configuring The Triton T1/E1 Board
You can configure the board type: either T1 or E1 to run T1 CAS, T1 PRI, or E1 CAS, E1 PRI. Additional steps are needed to further configure the CAS or PRI protocol in the Protocol Configuration window, shown in Figure 63 and Figure 64. MAXCS ACC 6.7 Administration Manual...
Page 135 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 61 and Figure 62. Figure 61. Triton T1 configuration dialog box MAXCS ACC 6.7 Administration Manual 121...
Page 136 T1 interface and trace the problem. L1 failure: <Remote Layer 1 failure, CO notifies Correct the settings. Alarm Indication that the configuration is (RAI)> wrong; RAI = Remote Alarm Indicator MAXCS ACC 6.7 Administration Manual...
Page 137 SLC-96 and F-bit or sync bit error in SF. Transmit Frame Slips counter shows the number of Xmt Frame Slips frame slips for the transmitter Use the Clear button to reset the statistics counters. Clear button MAXCS ACC 6.7 Administration Manual 123...
Page 138 System Clock Master setup should be set according to the follow conditions: If all of the T1/E1 boards are connected to a carrier’s switch, the System Clock • Master check box must not be checked for any of the T1/E1 boards. MAXCS ACC 6.7 Administration Manual...
Page 139: 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 146 for details. Figure 63. T1 PRI Protocol Configuration dialog box (top half) MAXCS ACC 6.7 Administration Manual 125...
Page 140 Enable Tie Trunk—check this box to enable a tie trunk. Tie trunks must terminate to a system also configured as a tie trunk. Note: This option not available when E1 CAS is selected. Figure 65. E1 PRI Protocol Configuration dialog box (top half) MAXCS ACC 6.7 Administration Manual...
Page 141 If you select a Span Type of Regular ISDN PRI in the T1 PRI Configuration Window, use the following guidelines to set the ISDN PRI Switch mode. Figure 67. T1 PRI Switch Mode The top four settings are used for a connection to a CO switch: • AT&T 4ESS PRI MAXCS ACC 6.7 Administration Manual 127...
Page 142 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 MAXCS ACC 6.7 Administration Manual...
Page 143 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 MAXCS ACC 6.7 Administration Manual 129...
Page 144 An example of such service includes AT&T Megacom. Note: If your CO requires specific NSF features to be present in the call setup packet, please contact AltiGen’s Technical Support department with such information from the CO and they will help you configure it. Setting a TEI The TEI (Terminal Endpoint Identifier) defines which terminal device is communicating with the CO switch for a given message.
Page 145 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. MAXCS ACC 6.7 Administration Manual 131...
Page 146: 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. MAXCS provides basic troubleshooting information in the T1 Span Configuration window, described in “T1 and E1 Configuration” on page 121. MAXCS ACC 6.7 Administration Manual...
Page 147: Configuring Virtual Boards Sipsp And H323Sp
SIP Trunking Channel requires a license to activate. • Configuring the SIPSP Board Double-clicking a SIPSP board in Boards view and then clicking the Board Configuration button opens this dialog box. MAXCS ACC 6.7 Administration Manual 133...
Page 148: Configuring The H323Sp Board
The SIP Trunking Configuration button opens the SIP Trunking Configuration dialog box. (See “SIP Trunk Properties” on page 150.) Configuring the H323SP Board Double-clicking an H323SP board in Boards view and then clicking the Board Configuration button opens this dialog box. MAXCS ACC 6.7 Administration Manual...
Page 149: Configuring Virtual Board Hmcp
2. Play and Record Voice Files Announce system and queue phrases • • Process auto attendant • Process voice mail • Call recording for IP extensions 3. Provide Conferencing Resources • Station conference • Meet-Me conference Barge-in/silent monitor/coaching • MAXCS ACC 6.7 Administration Manual 135...
Page 150 Softswitch system sharing the same CPU or can be in a stand-alone server with a dedicated CPU. Notes: • Do not install HMCP service in a system with AltiGen's Triton telephony board. It will cause resource conflict. • Remove the Triton Resource board and MeetMe conference board from OFFICE systems running as a gateway.
Page 151 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: MAXCS ACC 6.7 Administration Manual 137...
Page 152: Assign Hmcp Resources To Ip 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 Softswitch and HMCP Media server are in the ID "00". MAXCS ACC 6.7 Administration Manual...
Page 153 200 concurrent recording sessions, you may deploy a stand-alone HMCP Media server as shown below. The Home Media Server ID should be changed to "01" for all IP extensions, assuming HMCP Media server is using ID 01. MAXCS ACC 6.7 Administration Manual 139...
Page 154 Equally divide the remote works who connects to system using G.723/G.729 and assign them to different HMCP Media servers. • For the remaining IP extensions, assign extensions in a department in the same Media server. MAXCS ACC 6.7 Administration Manual...
Page 155: Configuring The Max1000/2000 Board
MAX main board, there will be three channel groups for the 4x4xT1 card, and two channel groups for the 4x8. When one of the channel groups is selected, the Channel Mapping List reflects the selection. MAXCS ACC 6.7 Administration Manual 141...
Page 156: Configuring The Virtual Mobileextsp Board
MAXCS system. This single MobileExtSP board handles all mobile extensions, including those located in other gateways in a multi-gateway system. Configuring the virtual MobileExtSP board is discussed on page 232 in the chapter “Mobile Extension Configuration.” MAXCS ACC 6.7 Administration Manual...
Page 157: Hapter
To find out channel information, right-click a trunk in the Trunk View window (shown in Figure 77, below), and select Channel Physical Location. The Channel Information box appears, displaying logical board ID, board name, channel group type, and channel MAXCS ACC 6.7 Administration Manual 143...
Page 158: 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 77. Trunk View window MAXCS ACC 6.7 Administration Manual...
Page 159: 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. MAXCS ACC 6.7 Administration Manual 145...
Page 160: Setting General Trunk Attributes
When this option is selected, you can assign an ID in the drop-down list. The range of paging IDs are from 00 to 99, which allows MAXCS to be connected to up to 100 paging systems through trunks for multi-zone paging applications. MAXCS ACC 6.7 Administration Manual...
Page 161 Note: For IP tie trunks, use the IP Dialing Table in AltiEnterprise Manager to set the dialing scheme (AltiEnterprise Manager is available by selecting VoIP > Enterprise Network Management, or from the Windows Start menu). MAXCS ACC 6.7 Administration Manual 147...
Page 162 CO, the system will use DTMF as a way to transmit [Caller’s Extension Number] and [Target’s Extension Number] to the other side of the tie trunk. Because the format is AltiGen proprietary, you may have a problem if you enable this configuration when connecting to a non-AltiGen PBX.
Page 163: H323 Tie Trunk Properties
If you’re in the Trunk Configuration window, select a Triton VoIP channel from the trunk channels list, then click the Trunk Properties button. • If you’re in the Trunk View window, right-click the channel and select Channel Properties. MAXCS ACC 6.7 Administration Manual 149...
Page 164: Sip Trunk Properties
(ITSP), you need to configure SIP trunk channels to connect the service. Before you start, note the following: • An AltiGen SIP Trunking channel is licensed. You need to buy and register a license to be able to configure this option. •...
Page 165: Configuring A Sip Trunk
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 • User Name—Assigned by the SIP Trunk service provider MAXCS ACC 6.7 Administration Manual 151...
Page 166 • Enable Channel—After all above parameters are entered correctly, check this box to activate the channel. The AltiGen system will send authentication to the service provider to verify the setting. 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.
Page 167 Check this box if the SIP service provider uses SIP Record- Route and the SIP trunk cannot make or receive calls. If it Record-Route Header already works, DO NOT CHECK or UNCHECK this box. [Service provider Bandwidth.com with Edgewater Route require this checked] MAXCS ACC 6.7 Administration Manual 153...
Page 168: Triton T1/E1 Trunk Properties
Ground Start • • Loop Start For signaling from one board to another, only E&M Wink Start is supported. Loop Start, Ground Start, and E&M Immediate Start protocols cannot be used for interfacing between two boards. MAXCS ACC 6.7 Administration Manual...
Page 169 The default sequence is: “DID/DNIS” Apply to If appropriate, you can use this button, as described in “Configuring One or Multiple Trunks” on page 145, to apply the Caller ID Collection to multiple T1 trunks. MAXCS ACC 6.7 Administration Manual 155...
Page 170: Caller Id And Did Incoming Sequence Example
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. MAXCS ACC 6.7 Administration Manual...
Page 171 CO. In the rare case where you are not getting the best match, you can disable this feature by checking Disable Impedance Match During System Startup, and you can set the Impedance manually. MAXCS ACC 6.7 Administration Manual 157...
Page 172 0 dB The default setting is , and it is highly recommended that you not change this setting. Caution! Setting the volume too high will cause distortion in voice quality and/or missed DTMF digits. MAXCS ACC 6.7 Administration Manual...
Page 173: Performing Impedance Match On Your Own
To disable automatic impedance matching, check the Disable Impedance Match During System Startup check box. MAXCS ACC 6.7 Administration Manual 159...
Page 174: Using The Match Impedance Button
3. Request the CO to check the trunk conditions, including Line Loss, and longitudinal balance. The Match Result Button Clicking the Match Result button shows you the result you got the last time you clicked the Match Impedance button for that trunk. The following dialog box is displayed: MAXCS ACC 6.7 Administration Manual...
Page 175: Measuring The Rx Level Of A Trunk Channel
If you call your local CO’s Milli-Watt Test Number, the acceptable range for Rx Level should be between -6dB and -3 dB, with -5dB being ideal. 6. Restore the Impedance and Rx Gain settings, and click OK. MAXCS ACC 6.7 Administration Manual 161...
Page 176: If You Need To Improve The Rx Level
2. Select an unused AA and set the AA to play the prompt phrase you named in step 1 (0990 in this example). Figure 86. Setting the AA to play a prompt phrase 3. Set the Timeout to Repeat Current Level. Figure 87. Setting Timeout to Repeat Current Level MAXCS ACC 6.7 Administration Manual...
Page 177 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.) MAXCS ACC 6.7 Administration Manual 163...
Page 178: Incoming Call Routing
For each trunk—or using Apply to to apply the settings to multiple trunks—you can set routing for the three time periods defined in the System Configuration window, Business Hours tab (“Setting Business Hours” on page 51): During Business Hours • • Outside Business Hours MAXCS ACC 6.7 Administration Manual...
Page 179: 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. MAXCS ACC 6.7 Administration Manual 165...
Page 180 Chapter 12: Trunk Configuration MAXCS ACC 6.7 Administration Manual...
Page 181: 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. MAXCS ACC 6.7 Administration Manual 167...
Page 182: Adding And Deleting Caller Id Route Entries
You can edit any of these attributes. For each number, you can set routing for three distinct time periods defined in the Business Hours tab (see “Setting Business Hours” on page 51): MAXCS ACC 6.7 Administration Manual...
Page 183: 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. MAXCS ACC 6.7 Administration Manual 169...
Page 184: 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 51): • During Business Hours • Outside Business Hours • Non Workdays MAXCS ACC 6.7 Administration Manual...
Page 185 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 97. MAXCS ACC 6.7 Administration Manual 171...
Page 186: C Hapter
Chapter 13: In Call Routing Configuration MAXCS ACC 6.7 Administration Manual...
Page 187: Hapter
H A P T E R Out Call Routing Configuration There are two ways to initiate outbound dialing in an AltiGen PBX: • Using the trunk access code The trunk access code is easy to configure and use. However, it does not have the capability to resolve complicated dialing situations.
Page 188: 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. MAXCS ACC 6.7 Administration Manual...
Page 189 (the first trunk listed is used first, and so forth). Not Member Displays all trunks that are not assigned to the selected route. MAXCS ACC 6.7 Administration Manual 175...
Page 190: Setting Default Routes
For each type of call, the system will use trunks specified in the “1” field, if available, otherwise use trunks in the “2” field, and so on. Figure 94. Out Call Routing Configuration, Default Routes tab MAXCS ACC 6.7 Administration Manual...
Page 191: Working On Dialing Patterns
Most companies don’t need to create dialing patterns. Creating a Dialing Pattern 1. Click the Dialing Pattern tab on the Out Call Routing Configuration window. Figure 95. Out Call Routing Configuration, Dialing Pattern tab MAXCS ACC 6.7 Administration Manual 177...
Page 192: Configuration Example - Solving 10-Digit Dialing
Situation: Company ABC located in Dallas, area code 214, has one PRI circuit from the local carrier. Both 214 and 972 area codes are local 10-digit dialing area codes. The carrier will reject the call if the system dials 1214 or 1972 when dialing a local call. MAXCS ACC 6.7 Administration Manual...
Page 193 1. Create a route to include all the T1 channels. 2. Apply the route to Default Routes. 3. On the Dialing Pattern tab, add two dialing patterns: “1214” and “1972”, each with a pattern length of 11. MAXCS ACC 6.7 Administration Manual 179...
Page 194 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: MAXCS ACC 6.7 Administration Manual...
Page 195: Resolving Dialing Delay For Non-Usa/Canada Countries
Resolving Dialing Delay for Non-USA/Canada Countries When installing the AltiGen system outside of North America, you may experience dialing delay when dialing through E1/PRI trunks that are using en-bloc (buffering digits and sending all digits at once). The system dialing logic may cause a 7-second inter-digit dialing delay for en-bloc trunks.
Page 196: C Hapter
Chapter 14: Out Call Routing Configuration 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. MAXCS ACC 6.7 Administration Manual...
Page 197: Hapter
111. To set up an IP extension, see “Setting Up IP Extensions” on page 213. To set up a mobile extension, see “Mobile Extension Configuration” on page 233. Figure 96. Extension Configuration window There are three types of extensions: MAXCS ACC 6.7 Administration Manual 183...
Page 198: About The Apply To Button
• unavailable when the Enable IP Extension option is not checked. When Enable IP Extension is checked, it will allow the AltiGen IP phone to log on as an IP extension. About the Apply To Button A change you make to an extension can often be applied to one or more other extensions by using the Apply To button.
Page 199: Setting Personal Information
A valid password must be 4 to 8 digits (numbers or letters A-Z) in length and cannot be the same as its extension number. Basic password patterns, such as repeated digits (1111), consecutive digits strings (1234), or digits that match the extension MAXCS ACC 6.7 Administration Manual 185...
Page 200 If voice mail and system phrases have been translated into other languages and properly added to the C:\PostOffice\Phrases directory, the languages will be selectable from the Language drop-down list. (See “Multilingual Configuration” on page 95 for information on adding translated prompts to the MAXCS system). MAXCS ACC 6.7 Administration Manual...
Page 201: Account Code
Call Recording Options The system administrator can specify a recording license assignment and the following non-workgroup call recording options for an agent extension. MAXCS ACC 6.7 Administration Manual 187...
Page 202 For example, if you set to record 4 out of 10 calls, the 1st-4th and 11th-14th, and so on, will be recorded. The shaded calls will be recorded in the following example: Recording Tone • Disable—No tone is played during a recording. MAXCS ACC 6.7 Administration Manual...
Page 203: Physical Location And Type
To change the location of a physical extension, select the extension number in the list of extensions, then click the Prev or Next buttons to change the board and channel settings until the location you want is displayed. Like other changes, this change isn’t finalized until you click Apply. MAXCS ACC 6.7 Administration Manual 189...
Page 204: Setting The Line Properties
• 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. MAXCS ACC 6.7 Administration Manual...
Page 205: Ip Extension Configuration
The volume will be lower or higher for the extension user. Default is 0 dB. IP Extension Configuration See “Setting Up IP Extensions” on page 213 for information on configuring this section of the Extension Configuration General tab. MAXCS ACC 6.7 Administration Manual 191...
Page 206: 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. MAXCS ACC 6.7 Administration Manual...
Page 207 2. Click the Add button to move it to the Member list. Note: If a hunt group or workgroup is configured to Ring All Available Members, the maximum number of members is 20. See “Setting Call Handling Options” on page 252 for details. MAXCS ACC 6.7 Administration Manual 193...
Page 208 All calls made by the agent while logged into the workgroup will be tracked as calls from the workgroup. The agent’s outgoing workgroup can be assigned to any workgroup of which he is a member. MAXCS ACC 6.7 Administration Manual...
Page 209: Setting Up Station Speed Dialing
Figure 99. Extension Configuration, Speed Dialing tab Editing Speed Dial Entries 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. MAXCS ACC 6.7 Administration Manual 195...
Page 210: Setting The Mailbox Options
An Information Only mailbox allows callers to listen to customized recorded announcements. To repeat the announcement, callers are instructed to press the # key. This mailbox does not take messages from the caller. MAXCS ACC 6.7 Administration Manual...
Page 211: Disabling A Mailbox
Selected, the system reads back the caller’s number and asks Number the caller to confirm. Enable Distinctive Selected, the extension user will hear a "beep" tone when Call Waiting Tone there is a call waiting in the extension's queue. MAXCS ACC 6.7 Administration Manual 197...
Page 212: Press Zero 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. MAXCS ACC 6.7 Administration Manual...
Page 213: Setting The Message Types For Notification
Chapter 15: Extension Configuration Figure 101. Extension Configuration, Notification tab Individual users can also configure Message Notification within the AltiGen client applications MaxCommunicator and MaxAgent. Note: You can use Apply to to apply notification settings to one, some, or all extensions.
Page 214: 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. MAXCS ACC 6.7 Administration Manual...
Page 215: 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. MAXCS ACC 6.7 Administration Manual 201...
Page 216: Setting Notification Timing
After configuring your message notification settings, to enable message notification, check the Allow Extension User to Configure Forwarding, Notification and Reminder Call to an Outside Number check box on the Restriction tab of Extension Configuration. MAXCS ACC 6.7 Administration Manual...
Page 217: Configuring Calling Restrictions
System Prohibited Prefixes set in System Configuration. • All Calls Allowed Except the Defined Prefixes—In addition to System Prohibited Prefixes, you can block this extension from dialing the numbers defined in the Prefixes Disallowed boxes. MAXCS ACC 6.7 Administration Manual 203...
Page 218: 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 219: Forwarding All Calls
You can use Apply to to act on multiple extensions, with the restrictions discussed in the previous section. The forwarding options are as follows: To Voice Mail • MAXCS ACC 6.7 Administration Manual 205...
Page 220: 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. MAXCS ACC 6.7 Administration Manual...
Page 221: Handling Busy Calls
• 10-Hop Limit to Call Forwarding for Direct Calls” on page 205. • Forward to Voice Mail Forward to AA—select the auto attendant number to use in the drop-down list • under the option. MAXCS ACC 6.7 Administration Manual 207...
Page 222: Configuring One Number Access
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. To configure ONA, select the extension number from the Agent/Supervisor/ Extension list, then click the One Number Access tab. MAXCS ACC 6.7 Administration Manual...
Page 223: 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. MAXCS ACC 6.7 Administration Manual 209...
Page 224: 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. MAXCS ACC 6.7 Administration Manual...
Page 225: Setting Up Monitor Lists
The monitor list is available in the MaxCommunicator and MaxAgent Monitor windows, AltiConsole, 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 226 Directory tab, those agents must add the remote extensions to their Monitoring lists. If they do not add the remote extensions to their Monitoring list, they will still see the remote extensions, but they will not see any activity for them. MAXCS ACC 6.7 Administration Manual...
Page 227: Hapter
H A P T E R Setting Up IP Extensions The AltiGen IP phone communicates with the system using SIP protocol to establish the signaling channel and media channel (the voice steam, using RTP protocol). With SIP implementation, the system establishes a signaling channel to an IP phone when the IP phone is in use.
Page 228 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). MAXCS ACC 6.7 Administration Manual...
Page 229 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. MAXCS ACC 6.7 Administration Manual 215...
Page 230 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. • Monitor Codec Usage—Viewing codec usage status. MAXCS ACC 6.7 Administration Manual...
Page 231: Setting An Ip Extension
Using Dynamic IP Address—The system will associate the IP address to the extension when the IP phone registers automatically, or when the user logs on using #27+Enter from the AltiGen IP phone. This is the recommended setting. • Using Static IP Address—You need to enter the IP address for each IP extension.
Page 232: Setting Voip Codec For Ip Extension
In Enterprise Manager, click the Servers button > IP Codecs tab. Three local IP address ranges are pre-configured to use the G.711 codec profile: • 192.168.0.0 ~ 192.168.255.255 • 10.0.0.0 ~ 10.255.255.255 • 172.16.0.0 ~ 172.31.255.255 MAXCS ACC 6.7 Administration Manual...
Page 233: C Hapter
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 310 and “Assigning Codec Profiles to IP Addresses” on page 313. MAXCS ACC 6.7 Administration Manual 219...
Page 234 Chapter 16: Setting Up IP Extensions MAXCS ACC 6.7 Administration Manual...
Page 235: Hapter
• To configure the AltiGen IP phone, select PBX > AltiGen IP Phone Configuration. This opens the AltiGen IP Phone Configuration window, where, after setting up an IP extension, you can set parameters for the extension. MAXCS ACC 6.7 Administration Manual 221...
Page 236 Chapter 17: AltiGen IP Phone Configuration Figure 109. IP Phone Configuration window, General tab The left side of the IP Phone Configuration window displays all the IP phone extensions that have been set up in the system. The status "Inactive" means the Enable IP Extension box is checked for this extension in the Extension Configuration window, but there is no IP phone logged in to the extension.
Page 237 MaxAdmin. Code Debug This is for debugging the IP phone using Telnet. You need to enter a Diagnostic password when logging in to MaxAdmin (before you enter your Admin password) to enable this configuration. MAXCS ACC 6.7 Administration Manual 223...
Page 238 TLS cannot penetrate NAT. IP Phone Configuration vs Enterprise Manager configuration: SIP calls from one Altigen server to another go through a SIP Tie Trunk. Configuring TLS for this scenario is done in Enterprise Manager. See “SIP Transport” in the table on page 313.
Page 239 This setting is for a remote IP phone with a private address and behind Setting NAT. When connecting to the AltiGen system, the system will use this information to execute the NAT traversal for the IP phone. The NAT status and address are read-only fields.
Page 240 Chapter 17: AltiGen IP Phone Configuration Figure 110. IP Phone Configuration window, IP 705 tab and IP 710 tab Note: The Copy From button allows you to copy Programmable Key settings from one IP phone extension to another. No other settings are carried over.
Page 241 (Alti-IP 600) Upon initial installation, the lower left programmable key is set up as FLASH by default. This key can be re- assigned in MaxAdmin, using the AltiGen IP Phone Configuration window. No other programmable keys can be configured to FLASH.
Page 242: Configuring Auto-Discovery Of Server Ip Address
MAXCS to a new IP address. The administrator just needs to update the new MAXCS IP address in the DHCP server and then reboot all Altigen IP phones. The phones will automatically pick up the new MAXCS' IP address.
Page 243 Data Type: String Code: 120 Description: AltiGen Server IP Address 5. Click OK twice. 6. Under the DHCP scope you created is a field labeled Scope Options. Right-click Scope Options and select Configure Options. MAXCS ACC 6.7 Administration Manual 229...
Page 244: On The Altigen Ip Phone
Chapter 17: AltiGen IP Phone Configuration Check option 120 and enter the IP address of your MAXCS server in the String value field 7. Check option 120. 8. Enter the IP address of your MAXCS server in the String value field.
Page 245: Possible Scenarios
When You Have Two AltiGen Servers in the Same Network If there are two AltiGen servers in the same network, some IP phones will get the wrong server IP address and cause log on failure. See the warning on “Configuring Auto- Discovery of Server IP Address”...
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Chapter 17: AltiGen IP Phone Configuration MAXCS ACC 6.7 Administration Manual...
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If your company has employees working at home or servicing customers in the field, you can connect their home phones or cell phones to the AltiGen PBX, providing them with the same productivity features as if they were working in the office.
Page 248: Mobileextsp Board Overview
\altiserv\sp\triton. After upgrading to Release 6.7, you need to manually move these files to the Softswitch machine’s \altiserv\sp\MobileSP directory. Then reboot the Softswitch. 1. In the Boards window, double-click the MobileExtSP board. In the Board Configuration window, double-click a channel group. MAXCS ACC 6.7 Administration Manual...
Page 249 Chapter 18: Mobile Extension Configuration Figure 112. Opening the Mobile Extension Board Configuration dialog box The Mobile Extension Board Configuration dialog box appears: 2. Click the Add/Remove button to add mobile trunks. MAXCS ACC 6.7 Administration Manual 235...
Page 250 Although a whole PRI span is added, if Mobile Trunk Allocation is selected as Shared (see Figure 114 on page 239), individual trunks, when idle, still can be used dynamically by normal PRI trunk traffic or mobile extensions. MAXCS ACC 6.7 Administration Manual...
Page 251: Configuring An Extension As A Mobile Extension
Configuring an Extension as 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. MAXCS ACC 6.7 Administration Manual 237...
Page 252 4. Click the Line Properties button to configure the mobile PSTN number and other options for the mobile extension. The ExtensionAnywhere Configuration - MobileExtSP dialog box opens. (Alternatively, from the Mobile Extension Board Configuration dialog box you can double-click the mobile extension port to open the ExtensionAnywhere Configuration.) MAXCS ACC 6.7 Administration Manual...
Page 253 You need to assign a mobile trunk Group ID to this extension. The system will dynamically allocate a mobile trunk port within this Group ID when the system calls out to this mobile extension number. MAXCS ACC 6.7 Administration Manual 239...
Page 254 Play Phrase Before Dial Tone—the system will play the default phrase 9037 (a special tone) and then the dial tone when the mobile extension user calls into the system through a configured DNIS Access Number. MAXCS ACC 6.7 Administration Manual...
Page 255: Additional Configuration For Maxmobile Communicator
IP address. • Assign an Altigen MaxMobile license to the extension. To do this, from the MaxAdmin main menu, select License > Client SEAT License Management. In the Client SEAT License Management dialog box, select MaxMobile in the License Types...
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Chapter 18: Mobile Extension Configuration MAXCS ACC 6.7 Administration Manual...
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No client application for agents to perform login/logout • The Huntgroup Configuration window provides for creating hunt groups, setting their attributes, and assigning group members. To open the Huntgroup Configuration window, select PBX > Huntgroup Configuration. MAXCS ACC 6.7 Administration Manual 243...
Page 258: Overview Of Huntgroup Configuration Window
Setting Up Hunt Groups Set up new hunt groups in the Huntgroup Configuration window. MAXCS ACC 6.7 Administration Manual...
Page 259: 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. MAXCS ACC 6.7 Administration Manual 245...
Page 260: 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 hunt groups at all times.
Page 261: Setting Login Status For System Restart
To work with mail management settings, click the Mail Management tab, and select the hunt group number you want to work with from the Group List. MAXCS ACC 6.7 Administration Manual 247...
Page 262: 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 MAXCS ACC 6.7 Administration Manual...
Page 263: Setting Mailbox Playback Options
Announce Message Selected, the user hears the name of the message sender Sender Before Playback (internal sender only) before listening to recorded AltiGen Voice Mail System messages. Announce Time Stamp Selected, the user hears the timestamp (time and date) of Before Playback each message before playback.
Page 264: Setting The Message Types For Notification
Chapter 19: Hunt Group Configuration Figure 119. Huntgroup 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 hunt groups.
Page 265: Setting Notification Timing
• Seconds after Dialing—If the pager carrier cannot provide an answer supervision signal, check this option and set a delay time. (Default 5 seconds, maximum 30 seconds.) MAXCS ACC 6.7 Administration Manual 251...
Page 266: Setting Notification Business Hours
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. Figure 120. Huntgroup Configuration, Call Handling tab MAXCS ACC 6.7 Administration Manual...
Page 267: Handling Busy Calls
Select one of the following forwarding options for no answer call handling: • Next Group Member - ring the next available agent until all available agents are rung. If all agents are busy, caller will stay in the hunt group queue. MAXCS ACC 6.7 Administration Manual 253...
Page 268: Setting A Hunt Group's Call Distribution Rule
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 253. MAXCS ACC 6.7 Administration Manual...
Page 269: 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 “Auto Attendant Configuration” on page 85. MAXCS ACC 6.7 Administration Manual 255...
Page 270 Chapter 19: Hunt Group Configuration MAXCS ACC 6.7 Administration Manual...
Page 271: Hapter
IP zone paging by creating multiple paging groups. Implementation details: • The paging signal uses AltiGen's proprietary H.323-ATPS protocol. You need to have H.323 tie-trunk channels to be able to implement IP paging. • Each paging session requires one G.711 codec channel. The voice stream is multicast to multiple IP phones on the LAN.
Page 272: Seting Up A Paging Group
1. On the Group Member tab of the Paging Group Configuration window, select the desired extension(s) in the Not Member list. Use Shift+click or Ctrl+click to select several extensions from the list. 2. Click the Add button to move them to the Member list. MAXCS ACC 6.7 Administration Manual...
Page 273: Removing Members From Paging Groups
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. • MAXCS ACC 6.7 Administration Manual 259...
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Chapter 20: Paging Group Configuration MAXCS ACC 6.7 Administration Manual...
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The system will put the caller in queue when calls exceed the total lines assigned to the Line Park Group. • The park line is released when the call disconnects, is answered, or is forwarded due to time out. MAXCS ACC 6.7 Administration Manual 261...
Page 276: Configuring Line Park
3. Select line ID numbers from the Non-Member List and click the Add button to add them to the Member List. 4. To assign extensions to a group, select the group, and then click the Configuration button below the Member Extensions panel. MAXCS ACC 6.7 Administration Manual...
Page 277 If the call is answered and parked, the caller will hear a greeting phrase and on-hold music. MAXCS ACC 6.7 Administration Manual 263...
Page 278: 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. MAXCS ACC 6.7 Administration Manual...
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The workgroup is an automatic call distribution (ACD) feature designed to enhance customer service operations with queuing, distribution, agent management, real-time status, and call logging capability. The AltiGen system allows up to 64 groups to be configured, including workgroups, hunt groups, and paging groups.
Page 280 Listen, barge in, or coach agent’s conversation 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) MAXCS ACC 6.7 Administration Manual...
Page 281 • MaxSupervisor can change a call’s priority level if the WG’s supervisor queue control option is enabled. (Allow Call Redirect/Priority Change) MAXCS ACC 6.7 Administration Manual 267...
Page 282: Creating And Configuring Workgroups
• Notification—set preferences and options for voice mail notifications. Call Handling—set call forwarding, call waiting, and call handling preferences and • options. • Queue Management—set queue phrases, overflow routing, queue announcements and queue quit option. MAXCS ACC 6.7 Administration Manual...
Page 283: Setting Up Workgroups
(range 2–16) for the system to match the DID incoming call. • Enable Dial-By-Name Service—check this box to allow callers to search the list by employee name for this workgroup extension. MAXCS ACC 6.7 Administration Manual 269...
Page 284: 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 285: Workgroup Recording Options
(defined in Recording Configuration on the System menu—see page 105); this option requires that either a shared Concurrent Recording Session license is available or that a dedicated Recording Seat license is assigned to each workgroup member (configured in Extension Configuration). MAXCS ACC 6.7 Administration Manual 271...
Page 286 – When an agent logs in to a workgroup and is in Not Ready, DND, Wrap-up, or Inter-call Delay state, outbound calls will be recorded if workgroup recording is configured. MAXCS ACC 6.7 Administration Manual...
Page 287: Establishing Workgroup Membership
2. Click Remove to move them to the Not Member list. Log In/Out a Group Member An administrator can log in or log out a group member, by selecting the member in the Member List and clicking the Login Now or Logout Now button. MAXCS ACC 6.7 Administration Manual 273...
Page 288: Setting Login Status For System Restart
Disabling a Mailbox When you disable a mailbox, the normal greeting is played but callers cannot leave messages. Setting E-mail Options On the Mail Management tab, you can set the e-mail options for the workgroup: MAXCS ACC 6.7 Administration Manual...
Page 289: Setting Mailbox Playback Options
Announce Message Selected, the user hears the name of the message sender Sender Before Playback (internal sender only) before listening to recorded AltiGen Voice Mail System messages. Announce Time Stamp Selected, the user hears the timestamp (time and date) of Before Playback each message before playback.
Page 290: Press Zero Option
Notification tab in the Workgroup Configuration window, and select the workgroup number from the Group List. Figure 130. Workgroup Configuration, Notification tab Individual users can also configure Message Notification within the AltiGen Voice Mail System. MAXCS ACC 6.7 Administration Manual...
Page 291: Setting The Message Types For 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 ‘#’. MAXCS ACC 6.7 Administration Manual 277...
Page 292: 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. MAXCS ACC 6.7 Administration Manual...
Page 293: Handling Busy Calls
To an Extension—select an extension number in the drop-down list. • To AA—select the AA to use in the drop-down list below the option. • To a Group—select a group from the drop-down list. • To the Operator MAXCS ACC 6.7 Administration Manual 279...
Page 294: Handling Unanswered Calls
Group RNA/Logout Handling configuration Setting IntraGroup Call Distribution The IntraGroup Call Distribution options let you set the handling of normal inbound calls: how to route the incoming call to a workgroup agent, using one of the following options: MAXCS ACC 6.7 Administration Manual...
Page 295 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 279. MAXCS ACC 6.7 Administration Manual 281...
Page 296: Queue Management
(round up to minutes) Expected Queue Time = [(Average Call Handling Time x Queue Position) + 59 sec] / 60 sec MAXCS ACC 6.7 Administration Manual...
Page 297: Expected Wait Time Sampling
Restrictions” on page 204. If you choose Outside Number, select a trunk or route access code to use in the small drop-down list on the left, and type in the full prefix and phone number. MAXCS ACC 6.7 Administration Manual 283...
Page 298: Supervisor Queue Control
To require logout reasons, check the Logout reason code required check box. To define reason codes, type the associated reason into the text box next to the code you want to associate with the reason. MAXCS ACC 6.7 Administration Manual...
Page 299: Maxcall Configuration
2. Enter a campaign name and a caller ID to transmit when this campaign is chosen by the agent. 3. Click OK. The campaign names and caller IDs then appear in MaxAgent, MaxCommunicator, and MaxOutlook in the MaxCall tab drop-down list: MAXCS ACC 6.7 Administration Manual 285...
Page 300: Editing A Transmitted Cid
1. Select a campaign and click the Edit button. The Campaign and Transmitted Caller ID dialog box opens: 2. Make your changes, and click OK. To delete a Transmitted CID Select the campaign and click the Delete button. The entry is deleted. MAXCS ACC 6.7 Administration Manual...
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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. MAXCS ACC 6.7 Administration Manual 287...
Page 302: 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. • This is the same application the clients use. Using this window, you can: MAXCS ACC 6.7 Administration Manual...
Page 303: Working In The Meetme Conference Window
Up/Down arrows to select the year, or you can type in a year and then press Enter. Click the Calendar button again to close the calendar. Creating a Meeting To create a meeting, click one of the Create buttons. The Create Meeting dialog box opens. MAXCS ACC 6.7 Administration Manual 289...
Page 304 Require Conference If you check this, no one can participate who does not enter Passcode the conference passcode that you supply. Passcode If you are requiring a passcode, enter it here. MAXCS ACC 6.7 Administration Manual...
Page 305 1. In the Duration field, specify the duration of the meeting, using the Up/Down arrows. 2. In the Start field, specify the start of the meeting by clicking the Down arrow and using the slide bar. MAXCS ACC 6.7 Administration Manual 291...
Page 306: E-Mailing A Meeting Invitation
End by and click the Calendar button to specify a date by which the meetings will cease. E-mailing a Meeting Invitation In the MeetMe Conference window, click the Email button to see an automatically generated meeting invitation. MAXCS ACC 6.7 Administration Manual...
Page 307: Modifying The E-Mail Template
The same template is used for all meeting invitations. To modify it, click the Update Email Template button. The following variables are included in the template: • Schedule • Meeting ID Meeting subject • • Meeting passcode MAXCS ACC 6.7 Administration Manual 293...
Page 308: Starting And Stopping A Meeting
Users are prompted to dial the meeting number. If the meeting has not yet started, the user hears an appropriate message and can try again later. If a passcode is required, the user is prompted to enter the passcode. MAXCS ACC 6.7 Administration Manual...
Page 309: Hapter
NIC support 802.1p for 802.1p The following IP phone firmware: • • VLAN: 2x65 or above and boot code version 12 or above 802.1p: 2x8x (MAXCS 6.7 firmware) • • Layer 2 managed switch MAXCS ACC 6.7 Administration Manual 295...
Page 310: Ethernet Ii Framing Header
VLAN IDs. The IP phone user can configure the IP phone port with voice VLAN ID and PC port with data VLAN ID. Different VLANs use a different IP network. Below is a typical VLAN setup: MAXCS ACC 6.7 Administration Manual...
Page 311: To Specify The Priority Value
To specify the priority value The server side configuration is located in the HMCP board's Board Configuration settings or the VoIP board’s Board Configuration > Advanced setting: In MaxCommunicator/MaxAgent, the configuration is in the IPTalk configuration screen: MAXCS ACC 6.7 Administration Manual 297...
Page 312: Enabling Vlan
If you have heavier data applications running concurrently, the bandwidth reserved • for data traffic should be increased. • If your router supports multilink or TCP fragmentation, configure your WAN router to user smaller packet sizes, for example, 500 bytes. MAXCS ACC 6.7 Administration Manual...
Page 313: Wan Router Configuration
Internet provider. Network Configuration Guidelines for AltiGen IP Phones The following guidelines (specific to AltiGen IP phones) should be taken into consideration before you configure your network for use with NAT. • DHCP is recommended to reduce the risks for duplicating IP addresses. MAXCS ACC/ ACM provides seamless support for AltiGen IP phones using dynamic IP addresses.
Page 314: Configuration Guidelines For Nat
The section discusses the configuration guidelines when AltiServ is behind NAT (Network Address Translation) and communication to AltiGen IP phones, IPTalk, or another AltiServ is over WAN. AltiGen SIP phones support NAT traversal, which does not require special settings on the NAT router at the remote site.
Page 315 Router 1’s public IP address — 169.254.56.169. • Router 2 No special configuration is needed for Router 2. Also, more than one AltiGen SIP phone can sit behind Router 2. For an H.323 IP Call from Another MAXCS on the Internet Another MAXCS can make an H.323 IP call to this MAXCS by calling the public IP address...
Page 316: Vpn Network Configuration Example
When configuring the remote IP phones—IP Phone 3, IP Phone 4, and IP Phone 5— you should set up the AW address to use AltiServ’s IP address. For the VPN Tunnel between the Two Private Networks: MAXCS ACC 6.7 Administration Manual...
Page 317 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. MAXCS ACC 6.7 Administration Manual 303...
Page 318 (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) MAXCS ACC 6.7 Administration Manual...
Page 319: Hapter
Internet or a private intranet data pipe. NAT Support—configure VoIP NAT traversal when the server is behind NAT using a • private IP address. IP Dialing Table—define IP dialing digits and codec for VoIP dialing to other AltiGen • systems or certified third-party IP devices. •...
Page 320: Understanding Voip Bandwidth Requirements
298.) VoIP Bandwidth requirement for WAN connection varies depending on the type of WAN. Bandwidth requirement typically is less than Ethernet requirement. Opening Enterprise Manager To open Enterprise Manager, use one of the following methods: MAXCS ACC 6.7 Administration Manual...
Page 321 If your MAXCS system is using dynamic IP addressing, you will see the following warning message when launching Enterprise Manager. Please check the Internet Protocol (TCP/IP) Properties of your server NIC interface and assign a fixed IP address to this server. MAXCS ACC 6.7 Administration Manual 307...
Page 322: The Enterprise Manager Screen
Multisite routing may fail if Route Access Code and IP TrunkAccess Code are not configured. Upon successful login, Enterprise Manager opens. The Enterprise Manager screen Change Password Configure Codec Profiles Configure Users, Departments Display Servers Configure Global Least Cost Routing MAXCS ACC 6.7 Administration Manual...
Page 323: Changing The Enterprise Manager Password
Information tab displays information about the selected site and lets you configure a PSTN number for global extension rerouting as a failover when the TCP/IP network is down. You may also assign an alternate server to which to redirect global AltiGen IP phones when their primary server is down.
Page 324: Setting Voip Codec Profiles
IP phone or other VoIP device. 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 • MAXCS ACC 6.7 Administration Manual...
Page 325 Enterprise Manager toolbar. Figure 137. Codec profile setting window in Enterprise Manager Named codec profiles are listed on the left. To create a new profile, click the Add button. Name the new profile, and click OK. MAXCS ACC 6.7 Administration Manual 311...
Page 326 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. MAXCS ACC 6.7 Administration Manual...
Page 327: Assigning Codec Profiles To Ip Addresses
Persistent TLS/SRTP—Persistent TLS/SRTP for SIP signaling messages. Assigning Codec Profiles to IP Addresses You can specify what codec profile to use when connecting to the following VoIP devices: • IP phones on the LAN MAXCS ACC 6.7 Administration Manual 313...
Page 328 Chapter 25: Enterprise VoIP Network Management a remote IP phone over WAN • • a remote AltiGen system over WAN • SIP Trunk service provider over WAN • multiple gateways 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.
Page 329: 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. MAXCS ACC 6.7 Administration Manual 315...
Page 330: Defining Your Network
If you have VPN service over public WAN, you must enter the VPN IP address range • and define the Pipe as Public. If the AltiGen system and this VPN IP addresses are behind the same NAT router, you need to check the Private Network check box.
Page 331: 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 MAXCS ACC 6.7 Administration Manual 317...
Page 332: Configuring Altiserv Behind Nat
Suppose your company has a T1 line configured as half voice PRI and half data service. There are 12 remote employees using IP phones connecting to the AltiGen system. Because bandwidth is limited, you would like to regulate the bandwidth used by VoIP.
Page 333: Defining The Ip Dialing Table
H.323 and SIP dual protocol. It also supports SIP TCP protocol, required for Microsoft Exchange 2007 integration. If you have an AltiGen Exchange Integration License and are integrating Exchange 2007 with AltiServ, you need to add an entry in the IP Dialing Table for this.
Page 334 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 VoIP domain. To add an entry to the IP Dialing Table, click the Add button below the table. The following dialog box opens: MAXCS ACC 6.7 Administration Manual...
Page 335 (The entry will appear as “Global” in the Type column.) You can also globalize it later by selecting the entry in the IP Dialing Table and clicking the Publish as Global button below the table. MAXCS ACC 6.7 Administration Manual 321...
Page 336: The Multi-Site Voip Domain
Chapter 25: Enterprise VoIP Network Management The Multi-site VoIP Domain A group of AltiGen systems can form a VoIP domain where they share the same global extension directory and call routing rules. The VoIP domain is based on VoIP framework and uses IP tie-trunks to interconnect among different sites.
Page 337: Declaring Additional Servers For The Voip Domain
Declaring Additional Servers for the VoIP Domain Additional servers are added to the VoIP domain in Enterprise Manager, but first you must “declare” these servers and assign them a member key in MaxAdmin. To do so: MAXCS ACC 6.7 Administration Manual 323...
Page 338: Working With Servers In The Voip Domain
1. Log on to the member server you want to declare. 2. Select VoIP > Multi-Site Domain Configuration. The Enterprise Location Manager window opens. The name of the server and the name of the AltiGen product appear in the top box.
Page 339: Adding A Server To A Voip Domain
System ID to build a unique identifier in the multisite database. Once a server is joined to a domain, you cannot change the System ID in MaxAdmin. 1. Click the Add button in the Global Server Location panel. MAXCS ACC 6.7 Administration Manual 325...
Page 340: Rejoining A Server To The Voip Domain
(This ID is set in MaxAdmin: System > General tab.) 4. In Enterprise Manager, Global Server Location panel, select the slave and click the Rejoin button to synchronize the slave with the domain. MAXCS ACC 6.7 Administration Manual...
Page 341: Setting An Alternate Server For Altigen Ip Phones
5. Input the address and member key, and click OK. Setting an Alternate Server for AltiGen IP Phones In a VoIP domain, you can set an alternate server to which global AltiGen IP phones will be registered when their own server (primary server) experiences a problem that interrupts phone service.
Page 342 Current Active Server box. This name is not editable.) With the alternate server assigned, you can now configure individual extensions/groups for redirection. See “Redirecting AltiGen IP Phones When a Server Is Down” on page 336. Note: If the alternate server assignment is removed from the configuration above, the redirection configuration is removed from all extensions and workgroups to which you assigned this feature (User button >...
Page 343: Managing Voip Domain Users
IP automatically. Note: No virtual extension configuration is needed to forward the call. The VoIP domain uses the User directory combined with the IP dialing table to resolve multi-site routing. MAXCS ACC 6.7 Administration Manual 329...
Page 344: Pstn Failover When The Tcp/Ip Network Is Down
Global extension box. If this box is not checked, the newly added extension is a local extension. The scope of an extension shows the relationship of the extension to other member systems. In Enterprise Manager, a selected extension’s scope appears on the Resolve tab: MAXCS ACC 6.7 Administration Manual...
Page 345 System A is configured as the VoIP domain Master. Assuming there is no conflict , the following table shows the Scope relationship of Global vs. Remote: System A (VoIP domain Master) System B System C Global Remote Remote Remote Global Remote Remote Remote Global MAXCS ACC 6.7 Administration Manual 331...
Page 346: 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: MAXCS ACC 6.7 Administration Manual...
Page 347: Changing An Extension's Scope From Global To Local
System A System B System C Global Local Local Global Global Local After you change the two extensions to Local, their scope will be: Ext. System A System B System C Local Local Local MAXCS ACC 6.7 Administration Manual 333...
Page 348: Relocating A Global Extension
B’s REL, a new extension 1001 will be created in site B. The fields listed above will be set with site A’s extension 1001 settings. The remaining fields of extension 1001 in site B are set with default values. For the administrator to relocate a global extension, MAXCS ACC 6.7 Administration Manual...
Page 349 The global extension is then relocated to this IP phone. If system B does not have a prior record of this extension, it will create a new extension with known information and the following settings: MAXCS ACC 6.7 Administration Manual 335...
Page 350: Redirecting Altigen Ip Phones When A Server Is Down
Administrators can also configure global AltiGen IP phones to register to another server in the VoIP domain when their primary server goes down for some reason. All configured phones switch over at the same time.
Page 351: Configuring Departments In A Multi-Site Domain
If the extension is manually relocated back to its original site, the feature is recovered. Changes to AltiGen IP Phone When Redirect Is Configured After the redirection feature is configured, the IP phone will receive the configuration of the primary and alternate server address, and store them in its local flash memory.
Page 352: Configuring Global Least Cost Routing
The target system needs to have the hop-off restriction reference properly configured. The reference extension is set on the Call Restriction tab in System Configuration, and then that reference extension cannot have Internal Calls Only checked on the Restriction tab of Extension Configuration. MAXCS ACC 6.7 Administration Manual...
Page 353 Global LCR route. To edit an entry made to the Global Least Cost Routing table, select the entry you want to change, and click the Edit button. Make your changes, and click OK. MAXCS ACC 6.7 Administration Manual 339...
Page 354: When Information May Be Out Of Sync
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. MAXCS ACC 6.7 Administration Manual...
Page 355: Hapter
The minimum configuration for system redundancy consists of the primary Softswitch, the secondary Softswitch, gateways, Voice Mail server, External Logger, and CDR database systems. See Figure 140, “Redundancy topology". MAXCS ACC 6.7 Administration Manual 341...
Page 356: Cases When Switchover Occurs
The active system crashes or is shut down or restarted, and Automatically assume • control when active system is not available is selected in the Redundancy dialog box of the standby system (see Figure 141 on page 345). MAXCS ACC 6.7 Administration Manual...
Page 357: How Calls Are Affected When Switchover Occurs
The path is "HKEY_LOCAL_MACHINE\SOFTWARE\AltiGen Communications, Inc.\AltiWare", and the key name is "RedundCallConnectTimeout". After changing the timeout value, you must restart the server to apply the change. Requirements for Other System Components This section lists firmware and software requirements. MAXCS ACC 6.7 Administration Manual 343...
Page 358: Firmware Requirement
3. At the primary system, install MAXCS 6.7 software. The redundancy feature is disabled by default. 4. Register the Redundancy license through MaxAdmin on the primary system. MAXCS ACC 6.7 Administration Manual...
Page 359: Configuration Procedures
Enter a redundancy key (your password for redundancy; it needs to be the same for primary and secondary systems). Enter the shared Softswitch IP address. 5. Click OK or Apply when finished. At the Secondary Server 1. Power on the secondary system. 2. Install the Redundancy license. MAXCS ACC 6.7 Administration Manual 345...
Page 360: Checking The Status
Checking the Status From either the primary or secondary server, select System > Redundancy to open the Redundancy dialog box, and click the Status button in the dialog box. The Redundancy Administration window opens. MAXCS ACC 6.7 Administration Manual...
Page 361: Configuring The Nics
1. Go to Control Panel > Network Connections. Right-click on a NIC card and choose Properties. Double-click Internet Protocol (TCP/IP). 2. On the General tab of the Internet Protocol (TCP/IP) Properties dialog box, click Use the following IP address. MAXCS ACC 6.7 Administration Manual 347...
Page 362 4. For the sharing NIC, set the Default gateway. For the redundancy control NIC, leave the Default gateway field empty. 5. Click the Advanced button, and make sure Automatic Metric is checked: 6. Click OK. MAXCS ACC 6.7 Administration Manual...
Page 363: Configuring The Vm Server For Nat Support
If the Softswitch and the Voice Mail server are running behind NAT, and MaxAgent or MaxCommunicator need to traverse NAT to connect to the Softswitch and VM server, you must configure VM server NAT support in Enterprise Manager: On the Servers page, click the IP Networks tab. MAXCS ACC 6.7 Administration Manual 349...
Page 364: Monitor Status, Configure Addresses For Enterprise And Vm Servers
VM Servers You can monitor the status and configure the addresses of the Enterprise server and the Voice Mail server. To do so, in MaxAdministrator, select System > Softswitch Component Management > Applications Server tab. MAXCS ACC 6.7 Administration Manual...
Page 365: When The Address Of The Softswitch Server Changes
Enterprise Server If the address of the Softswitch is changed, you need to configure its new address on the Enterprise server so that the Enterprise server can accept the new Softswitch connection. To do so, MAXCS ACC 6.7 Administration Manual 351...
Page 366: Manually Switching Over
2. Double-click the AltiGen Enterprise Service entry, and change the address in the Start Parameters field. 3. After applying the change, you have to stop and start this service again in AltiGen Java Services Manager to make the change effect. To do so, click the Stop button in the Service Status section, then click the Start button.
Page 367: Getting Notified When The System Switches Over
If you want to configure the system, you must use MaxAdministrator to log onto the active system. If you log on to the inactive system, the following message pops up. Only Redundancy and Board Configuration can be configured on the inactive system. MAXCS ACC 6.7 Administration Manual 353...
Page 368: Limitations
• Diagnostic trace settings are not synchronized between the primary and secondary servers. MAXCS ACC 6.7 Administration Manual...
Page 369 HMCP, VLAN needs one additional NIC but redundancy supports only two NICs. • If the active system needs to be shut down for maintainance, control must be manually switched from the active system to the standby system first. MAXCS ACC 6.7 Administration Manual 355...
Page 370: C Hapter
Chapter 26: Redundancy Configuration MAXCS ACC 6.7 Administration Manual...
Page 371: Hapter
To open the System Summary report window, select Report > System Summary, or click the Summary button on the toolbar. Figure 147. System Summary window The system summary report displays: MAXCS ACC 6.7 Administration Manual 357...
Page 372: 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. MAXCS ACC 6.7 Administration Manual...
Page 373: Resetting Cumulative Statistics
Note: The SNMP traps are sent by the Altigen services SPServ (Softswitch up, Softswitch down traps), AltiKeep (warm start trap), and AltiServ (all other traps), so those services need to be started, or the traps will not be sent.
Page 374 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 MAXCS ACC 6.7 Administration Manual...
Page 375: 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. MAXCS ACC 6.7 Administration Manual 361...
Page 376 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. MAXCS ACC 6.7 Administration Manual...
Page 377: Hapter
• Bridged Access to Exchange An option is provided in the AltiGen Voice Mail System menu to log in to the Exchange mailbox (option 7 in the main menu). To synchronize voice mail between the AltiGen mail box and the Exchange server, check the Enable Synchronization check box.
Page 378: When You Install Maxcs
100Mbps and without any Web proxies in between. • AltiGen Services must be installed and started with the user account <Domainname>\AltiGen_<AltiServSystemName>. This service account must have a mailbox in the Exchange Server that is different from the previous version.
Page 379: Exchange Integration Configuration Steps
Move the MAXCS server to the Domain. Use the AltiPassword change utility (C:\AltiServ\Exe\AltiPwdChange.exe) to change all AltiGen service accounts to run as this new user account. Note: In the future, if you need to debug you must log in to the MAXCS server with this user account.
Page 380 Figure 152. Creating a mailbox for the service account created during installation 3. In MaxAdmin, choose System > Voice Mail Configuration, then select the Exchange Integration mode you want to use, and enter the name (not the IP address) of Exchange server (see Figure 153). MAXCS ACC 6.7 Administration Manual...
Page 381 Enable Synchronization check box in the Voice Mail configuration screen.) Note: Exchange Native VM integration uses the extension number and the extension’s first and last names to link between MAXCS and Exchange. MAXCS ACC 6.7 Administration Manual 367...
Page 382: Additional Steps For Bridged Access And Native Vm Integration
Figure 156. Creating a new UM dial plan. In this example, the name of the dial plan is “LeslieXiaSS”. 2. Enter a name for the dial plan and length of extension numbers. The digit length must be the same as the extension number length in MAXCS. Then click New. MAXCS ACC 6.7 Administration Manual...
Page 383 Audio Codec to G.711 (see Figure 158). Click OK. Figure 158. Changing Audio Codec to G711 4. Add your MAXCS server as a UM Gateway: Go to Organization Configuration > Unified Messaging > UM IP Gateways > New UM IP Gateway. MAXCS ACC 6.7 Administration Manual 369...
Page 384 5. If your system has multiple gateways, repeat step 4 to add all of your gateways as UM IP Gateways. 6. Associate your dial plan to the Exchange Server UM. To do this, in the Exchange Management Console, go to Server Configuration > Unified Messaging, select the server and click Properties. MAXCS ACC 6.7 Administration Manual...
Page 385: Configuring Um Settings For Each User
7. Click the UM Settings tab, click Add, and add your dial plan to the list of associated dial plans. This completes all system-wide settings in Exchange Server. Configuring UM Settings for Each User With all system-wide settings in Exchange Server complete, configure the UM settings for each user. MAXCS ACC 6.7 Administration Manual 371...
Page 386 2. Click Browse and select the policy that is associated with the dialing plan you just created, then click OK. Figure 162. The policy associated with the dialing plan we just created is “LeslieXiaSS Default Policy”. MAXCS ACC 6.7 Administration Manual...
Page 387: Configuring For Out Calling From Um
• Return a call from Exchange voice mail Note: Unlike with AltiGen’s Zoomerang feature, a user calling out from voice mail cannot go back to the Exchange voice mailbox after returning the call. Configure the following in Microsoft Exchange. 1. Check Allow outgoing calls through this UM IP gateway: Figure 163.
Page 388 This entry consists of a number prefix and n number of x characters (for example, 020xxxxxxx). • To determine the telphone number, UM will append the last n-digits from the telephone number that is specified in the directory to the prefix that is specified. MAXCS ACC 6.7 Administration Manual...
Page 389 When an outgoing call is made to a number that is matched by the number mask on the dialing rule, the UM server will substitute the digits that are matched into the dialed MAXCS ACC 6.7 Administration Manual 375...
Page 390 You can use the wild card "*" to handle any length of digits. 4. Assign the Dial Entry to mailbox Policies: Go to UM Mailbox Policies, select the mailbox that users belong to, open the Dialing Restrictions tab, and assign the rule group you just created. MAXCS ACC 6.7 Administration Manual...
Page 391: Configuring In Maxadmin
Exchange Server. 3. Go to VoIP > Enterprise Network Management to open Enterprise Manager. 4. Click the Codec button to create a new codec profile only for the Exchange connection. MAXCS ACC 6.7 Administration Manual 377...
Page 392 5. Associate this new codec profile to the IP address of Exchange Server (and only Exchange Server): Click the Servers button, then click the IP Codec tab. Add a new IP Device Range for the Exchange Server: MAXCS ACC 6.7 Administration Manual...
Page 393 Bridged Access to Exchange or Native VM Integration with Exchange. 10. Click OK. 11. Restart all AltiGen services. Note: After all AltiGen services are restarted, voice mail access may be unavailable for 1-2 minutes. MAXCS ACC 6.7 Administration Manual 379...
Page 394: When You Create A New Mailbox User
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 MAXCS system as the AltiGen service account (for example, AltiGen_telesystem). You will need the password you set up when you installed MAXCS.
Page 395 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 an AltiGen PBX 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.
Page 396: 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.
Page 397: Hapter
Telephony Application Programming Interface (TAPI)—you can install AltiGen’s TAPI gateway to use this functionality through your MAXCS installation. An AltiGen TAPI License is required for each extension using the TAPI feature. MAXCS implements its TAPI service provider based on TAPI 2.1 and, for the Windows Vista operating system, TAPI 3.1.
Page 398: Install The Altigen Tapi Service Provider On The Client
For Windows 2000 Server, the TAPI client must be installed on a separate PC from the server. Otherwise, it won’t be able to detect your devices. To install AltiGen TAPI Service Provider on the client system 1. On your MAXCS CD-ROM, open the TAPI Gateway folder.
Page 399 5. Choose AltiGen (TM) Communications Service Provider and click Configure. The AltiGen TAPI Device Detect dialog box opens. 6. In the AltiGen TAPI Device Detect dialog box, click the Configuration button to verify that the client extension is available. 7. If you have any type of error, Windows will let you know what the possible causes could be.
Page 400: Set Up Phone Dialer
(See “Changing TAPI Configuration Parameters” on page 389.) Note: If the client extension is not in the AltiGen TAPI Device Detect window, verify that the windows services "Remote Access Connection Manager" and "Telephony" have a status of Started. (To open the Windows Services window, go to Start >...
Page 401: Testing Tapi Service Provider On The Client System
Note: Reboot the client system after any configuration changes to make sure the changes take effect completely. Making a Call in Microsoft Outlook Before making a call, configure the Outlook New Call configuration. MAXCS ACC 6.7 Administration Manual 387...
Page 402 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. MAXCS ACC 6.7 Administration Manual...
Page 403: Changing Tapi Configuration Parameters
2. In the Phone and Modem Options dialog box, click the Advanced tab. 3. Choose AltiGen (TM) Communications Service Provider and click Configure. 4. In the AltiGen TAPI Device Detect dialog box, click Configure. 5. In the AltiGen TAPI Configuration dialog box, click Extension.
Page 404 Chapter 29: TAPI Integration MAXCS ACC 6.7 Administration Manual...
Page 405: Tools And Applications
Work/Hunt Group Converter utility Export and Import extensions utilities • 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. AltiGen Board Test This is an AltiGen hardware test tool for system hang and other hardware-related problems.
Page 406: Ct-Bus Test Tool
The CT-Bus Test Tool is a tool that detects one-way connection, cross talk, bad MVIP cable and static noise problems. 1. Stop AltiGen Switching Services before running this utility. 2. Launch CT-Bus Test Tool from Start > All Programs > MAX Communication Server ACC/ACM >...
Page 407: Backing Up Files
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. 1. In the System Data Management window, select the Schedule button to view the Backup Schedules dialog box. Figure 174. Backup Schedules dialog box MAXCS ACC 6.7 Administration Manual 393...
Page 408: Restoring Backed Up Files
MAXCS version. If incompatible files are restored, the phone system will fail to restart! 5. Click OK to start the restore process. 6. When you are finished restoring backed up files, restart the AltiGen switching services. MAXCS Admin & Extension Security Checker MAXCS Admin &...
Page 409: Checking Extension Security
Checking Extension Security Generally, an extension is considered secure if its password meets the following conditions: Contains 4-8 digits • • Is different from the extension • Is different from the default system password MAXCS ACC 6.7 Administration Manual 395...
Page 410: Start & Stop All Altigen Services
You are advised to run this security check periodically and remind extension users to use secure passwords. Start & Stop All AltiGen Services You can start or stop all AltiGen services from the Windows Start menu: All Programs > MAX Communication Server ACC/ACM > Utilities > Start & Stop All AltiGen Services.
Page 411: Trace Collector
The Trace Collector first examines the running status of AltiServ and gateway, and then checks whether each trace status is on or off. If a trace status is turned off, the AltiGen system will not produce those traces. A message box pops up if AltiServ and the gateway are not running or an important trace status is off.
Page 412 #66. The default value is 2 hours. 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.
Page 413 Storage Folder: The collected trace package is saved in this folder. The format of the file name is CaseNumber_Year_Month_Day_Hour_Minute_Second _ComputerName.zip. If the trace package is collected by #66, the format of the file name is #66_Year_ Month_Day_Hour_Minute_Second _ExtesionNumber.zip. MAXCS ACC 6.7 Administration Manual 399...
Page 414: Limitations
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 415: Read Config
AltiServ. If the files are music files, they should be placed in the C:\PostOffice\Phrases\Music directory. A file that you want to use for music on hold must be named MusicOnWaiting. To save the AltiGen system MusicOnWaiting file, rename it before replacing it.
Page 416: Work/Hunt Group Converter
Click View to see your latest HTML file 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 417 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. MAXCS ACC 6.7 Administration Manual 403...
Page 418: Exporting And Importing Extensions
You can import and export extensions in a .csv file. Importing Extensions from a .csv File 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.
Page 419: 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 420 If some fields are invalid, the system replaces them with a default value (except for the extension number). (The report file's name is "ReportImportAD.txt". It is in the \altiserv\exe directory.) MAXCS ACC 6.7 Administration Manual...
Page 421: Exporting The Extensions In A Maxcs System
The sequence of the columns doesn’t matter. AltiGen Custom Phrase Manager The AltiGen Custom Phrase Manager is a Windows-based application that makes managing custom phrases easy. It displays all custom phrases in a graphical user interface. You can add or delete a phrase by clicking a button. You also can rename an existing phrase to a meaningful name, rather than pressing digits on the telephone.
Page 422 The tool will automatically reload the server address, manager extension number and the password from the registry when it starts next time. 2. Click Login. The main window opens: MAXCS ACC 6.7 Administration Manual...
Page 423: Creating A New Phrase
Buttons let you play, create and edit phrases. • Creating a New Phrase To create a new phrase, 1. Select the extension you will be using to record the phrase. 2. Click the New button. MAXCS ACC 6.7 Administration Manual 409...
Page 424: Playing A Phrase
Editing a Phrase Name or Description To edit the name of a phrase or its description, 1. Select the phrase you want to edit. 2. Click the Edit button. The Edit Phrase dialog box opens. MAXCS ACC 6.7 Administration Manual...
Page 425: To Delete A Phrase
2. Click the Delete button. A confirmation/warning dialog box pops up: 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 426 Chapter 30: Tools and Applications MAXCS ACC 6.7 Administration Manual...
Page 427: Ppendix
2. In the Board Configuration window, double-click the channel group to open the Channel Group Configuration dialog box. MAXCS ACC 6.7 Administration Manual 413...
Page 428 Do not check the System Clock Master check box because the CO is a clock provider, and the AltiGen system is synchronized to the CO. If all configurations are correct, the status should be shown as “OK,” as in Figure 178.
Page 429 The circled fields in Figure 180 represent values that depend on your country and its corresponding trunk property. Note: Consult your CO to find out if caller ID digits are provided in the lines. MAXCS ACC 6.7 Administration Manual 415...
Page 430 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 MAXCS ACC 6.7 Administration Manual...
Page 431 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 MAXCS ACC 6.7 Administration Manual 417...
Page 432 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 MAXCS ACC 6.7 Administration Manual...
Page 433 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 MAXCS ACC 6.7 Administration Manual 419...
Page 434 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 MAXCS ACC 6.7 Administration Manual...
Page 435 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 MAXCS ACC 6.7 Administration Manual 421...
Page 436 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 MAXCS ACC 6.7 Administration Manual...
Page 437 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 MAXCS ACC 6.7 Administration Manual 423...
Page 438: E1 Isdn Pri Installation
It is important to make sure the channel group properties are configured properly. Follow the steps below to re-check your settings for the physical layer and data link layer. 2. In the Board Configuration window, double-click the channel group. Figure 181. Physical Layer MAXCS ACC 6.7 Administration Manual...
Page 439 ISDN PRI Setting field, and click OK. Figure 182. 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 426). MAXCS ACC 6.7 Administration Manual 425...
Page 440 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 MAXCS ACC 6.7 Administration Manual...
Page 441: 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) MAXCS ACC 6.7 Administration Manual 427...
Page 442: Service Parameters/Request Information For Pri
PRI service. When ordering PRI service, provide the following service request information: Equipment Information • PBX Manufacturer—AltiGen Communications, Inc. CSU/DSU—ADTRAN T1 ACE (recommended) or other CSU/DSU • MAXCS ACC 6.7 Administration Manual...
Page 443: Service Parameters/Request Information For E1
E1 service. When ordering E1 service, provide the following service request information: Equipment Information • PBX Manufacturer—AltiGen Communications, Inc. • CSU/DSU—ADTRAN T1 ACE (recommended) or other CSU/DSU MAXCS ACC 6.7 Administration Manual 429...
Page 444: Line Coding
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. MAXCS ACC 6.7 Administration Manual...
Page 445: Appendixc
Network Ports If MAXCS 6.7 is behind a firewall/NAT router, you need to open TCP and UDP ports according to the following table: For external VoIP connection through a firewall Remote AltiGen IP phone/IPTalk to phone service 10032 10060 10064...
Page 446 Remote MAXCS Administrator 10068 VRManager 10040 (VRManager may not work behind NAT) TAPI Client login to MAXCS 10026 Network Assessment Tool 10010 MAXCS connects the following application through a firewall External CDR Logger Service 10027 MAXCS ACC 6.7 Administration Manual...
Page 447: 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 MAXCS ACC 6.7 Administration Manual 433...
Page 448 MAXCS ACC 6.7 Administration Manual...
Page 449: Ppendix
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 450: Product Repair
The intensive courses were developed under the guidance of the AltiGen corporate office with the help of dealers, installers, and customers. AltiTraining’s comprehensive curriculum is based on the same format AltiGen uses to train their engineers and dealers. Experienced telecommunications professionals teach AltiTraining classes and they bring a wealth of real-life experience to every course.
Page 451 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) MAXCS ACC 6.7 Administration Manual 437...
Page 452 MAXCS ACC 6.7 Administration Manual...
Page 453: Appendixe
295 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 MAXCS ACC 6.7 Administration Manual 439...
Page 454 1. Device Driver is Not Running. Check the device driver. Make sure it’s installed and working properly. Triton VoIP Board is Not Installed Properly. Refer to the Quick Installation Guide for details on proper installation of the Triton VoIP board. MAXCS ACC 6.7 Administration Manual...
Page 455: Index
227 AMI (Alternate Mark Inversion) 124 binary 8 zero substitution (B8Z8) call recording Analog board 118 configuring system-wide 104 announcement BLF programmable key 227 extension based recording 104 time stamp 197 MAXCS ACC 6.7 Administration Manual...
Page 456 DTMF delivery 313 data setting 310 backup 392 collecting caller ID and DID digits restore 392 dedicated mobile trunk, setting 239 collecting digits, in auto attendant default password for Max Admin 31 channel assignment 430 MAXCS ACC 6.7 Administration Manual...
Page 457 318 caller ID routing 169 first digit 46 extension DNIS routing 171 first digit translator 48 activity 66 home area code 45 flash key (Alti-IP 600) 227 assigning groups to 192 hop off MAXCS ACC 6.7 Administration Manual...
Page 458 IP resource, missing from Current mailbox 196 Microsoft SQL 60 Resource Statistics window 440 information only 196 mobile extension IP Trunk Access 51 size 198 and MaxMobile Communicator ISDN PRI switch mode, setting 127 mailbox capacities 198 MAXCS ACC 6.7 Administration Manual...
Page 459 439 recording workgroup messages 277 pipe auto attendant phrases 92 notification type and timing 202 intranet 315 configuring call 104 intranet, configuring 317 configuring on trunk 149 numbering plan 46 public 315 file description 103 MAXCS ACC 6.7 Administration Manual...
Page 460 392 workgroups 269 code 146 system hang, test tool 391 setting VoIP codec profiles 310 route definitions System ID 44 SF (Superframe Format) 124 out call routing 174 System menu 32 MAXCS ACC 6.7 Administration Manual...
Page 461 439 establishing basic attributes 269 call log 36 checking network configuration incoming call handling 278 View windows 34 logging outbound calls 194 virtual extension 184 checking traffic 439 mail management 274 voice MAXCS ACC 6.7 Administration Manual...
Page 462 265 workgroup queue agent pick up call 194 workgroup status display 227 Workgroup view window 37 wrapup 37 wrap-up time, setting 194 zero code suppression 124 Bell 124 GTE 124 Jam Bit 8 124 MAXCS ACC 6.7 Administration Manual...

Altigen ACC 6.7 Administration Manual

About this Manual

CHAPTER 1 Overview

Hapter

System Requirements and Installation

Hapter

Getting Around Maxadministrator

Hapter

System Configuration

Hapter

Media Server and Gateway Management

CHAPTER 6 Voice Mail Configuration

Hapter

Auto Attendant Configuration

Hapter

Multilingual Configuration

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Call Recording Configuration

Hapter

Application Extension Configuration

CHAPTER 11 Board Configuration

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Trunk Configuration

CHAPTER 13 In Call Routing Configuration

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Out Call Routing Configuration

Hapter

Extension Configuration

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Setting up IP Extensions

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Altigen IP Phone Configuration

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Mobile Extension Configuration

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Hunt Group Configuration

Quick Links

Troubleshooting

Related Manuals for Altigen ACC 6.7

Summary of Contents for Altigen ACC 6.7