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Altigen ACM 6.5 Administration Manual

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MAX Communication Server
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Administration
Manual
ACM 6.5
Update1
4/2010 4413-0001-6.5 Update1

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Summary of Contents for Altigen ACM 6.5

  • Page 1 MAX Communication Server ™ Administration Manual ACM 6.5 Update1 4/2010 4413-0001-6.5 Update1...
  • 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

    Extension View Window ........37 MAXCS ACM 6.5 Administration Manual i...
  • Page 4 Assigning Seat-Based Client Licenses ......41 Stopping the AltiGen Switching Service ......42 Programs Available from the Windows Start Menu .
  • Page 5 Using Pre-Recorded Prompts ....... . . 98 Recording Custom Phrases from the AltiGen Phone....99 Using Professionally Recorded Phrases .
  • Page 6 Configuring the MAX1000/2000 Board ......174 Configuring the Virtual MobileExtSP Board ......175 HAPTER iv MAXCS ACM 6.5 Administration Manual...
  • Page 7 Setting Call Restriction Options ....... 216 MAXCS ACM 6.5 Administration Manual v...
  • Page 8 On the AltiGen IP Phone........
  • Page 9 Setting the Type of Notification ....... 299 MAXCS ACM 6.5 Administration Manual vii...
  • Page 10 Network Using NAT ........331 Network Configuration Guidelines for AltiGen IP Phones ....331 Configuration Guidelines for NAT .
  • Page 11 Rejoining a Server to the VoIP Domain ......360 Setting an Alternate Server for AltiGen IP Phones....361 Managing Domain Users .
  • Page 12 Setting Up the Client ........421 Install the AltiGen TAPI Service Provider on the Client ....422 Set Up Phone and Modem Options .
  • Page 13 Checking Extension Security ....... . . 433 Start & Stop All AltiGen Services ....... . 435 Trace Collector .
  • Page 14 ......... . . 481 NDEX xii MAXCS ACM 6.5 Administration Manual...

  • Page 15: About This Manual

    Related publications include: Hardware Telephony Manual • MaxCommunicator Manual • MaxOutlook Manual • MaxAgent Manual • MaxSupervisor Manual • AltiConsole Manual • CDR Manual • Advanced Call Router • AltiGen IP Phone User Manuals • MAXCS ACM 6.5 Administration Manual...
  • Page 16 MAXCS ACM 6.5 Administration Manual...

  • Page 17: Overview

    CTI Service Status - CTI service (CT Proxy) goes down or restarts Softswitch Redundancy Status - Softswitch redundancy switchover occurs QoS Enhancement (802.1p/802.1Q) Supports 802.1p class of service priority and 802.1Q VLAN in the server and AltiGen IP phones. MAXCS ACM 6.5 Administration Manual 3...
  • Page 18 Transport Layer Security (TLS) and Secure RTP (SRTP) are implemented to establish secured SIP connections and encrypted conversations to prevent eavesdropping. Secured connection can be configured for AltiGen IP phones and SIP-Tie trunks. Enhanced 3rd Party IP Phone Support Release 6.5 supports standard SIP Hold, Transfer, Call Waiting, and server-side Conference for certified 3rd party SIP phones.

  • Page 19: New In Release 6.5 Update1

    When configured, the assigned lines will show up on the Line Park tab in MaxCommunicator and MaxAgent clients. The extension user can park a call from the client application and allow other users to pick up the call from either an AltiGen IP phone or a client application.
  • Page 20 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. An AltiGen SDK license is required to use this tool. Changes in automatic administrative tasks In the midnight tasks, reset channel is removed, and MAXCS will no longer reset •...
  • Page 21 AltiConsole change The “Location” column for an extension is added back in. MaxMobile Communicator extended iPhone—AltiGen’s MaxMobile Communicator (MaxMobile) application, installed on • an iPhone makes the phone a fully capable office phone extension and serves as a “desktop” call control client, allowing the user to access, configure, and perform most of the company's PBX functions directly from the graphical user interface in MaxMobile Communicator.

  • Page 22: System Features

    Caller ID Routing - the system administrator can define Caller IDs in a routing table and set different routing options. Centrex Transfer - allows the user to transfer or forward calls to an external telephone number. Once the transfer is complete, the trunk lines are released. MAXCS ACM 6.5 Administration Manual...
  • Page 23 You can create separate routes for business and non-business hours on half-day holidays. Multiple Holiday Profiles can be configured in a system. Also, multiple Holiday Profiles can be assigned to DNIS Routing, Caller ID and Trunk In Call Routing entries. MAXCS ACM 6.5 Administration Manual 9...
  • Page 24 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.

  • Page 25: 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 26 Ready/Not Ready - agent can set state to “ready” (#90) or “not ready” (#91) to inform the system whether the agent is able to receive the next call while logged in to a workgroup. Real Time Monitoring - MAXCS ACM 6.5 Administration Manual...
  • Page 27 Workgroup Call Distribution - calls can be distributed to the first available group member, or among group members according to the following options: Ring First Available Member • Ring Next Available Member • Ring All Available Members • MAXCS ACM 6.5 Administration Manual 13...

  • Page 28: Auto Attendant (Aa) Features

    The Voice Mail System is a message management system that provides the calling and the called parties with enhanced communication features. It allows greater accessibility, faster reply time between parties, and reduces the frustration of telephone tag. The voice mail system includes the following features: MAXCS ACM 6.5 Administration Manual...
  • Page 29 Voice Mail Distribution List - allows the user to use system distribution lists or personal distribution lists for forwarding voice mail. Up to 100 distribution lists can be created. Each distribution list can have up to 64 entries, and any entry can be another distribution list. MAXCS ACM 6.5 Administration Manual 15...

  • Page 30: Internet Integration Features

    Exchange server too. In addition, MAXCS supports the Exchange Server 2007 Bridged access to Exchange 2007. In this mode, the AltiGen voice mail provides an option to the user to access Exchange 2007's speech enabled auto attendant. MAXCS also supports Native VM integration with Exchange 2007.

  • Page 31: Voice Over Ip Features

    AltiConsole, MaxCommunicator, MaxAgent, and handset. Caller ID/Name Sent Over IP Tie Trunk - SIP supports sending the caller’s name, so SIP and H.323 calls may display different caller ID information. MAXCS ACM 6.5 Administration Manual 17...
  • Page 32 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 33: Multi-Site Voip Management - Enterprise Manager

    New in Release 6.5 Update1 Multi-Site VoIP Management - Enterprise Manager Multi-site management through Enterprise Manager includes: VoIP domain - when networking multiple AltiGen systems from different sites, one system can be assigned as VoIP domain controller to propagate configuration data to member systems.
  • Page 34 • 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.

  • Page 35: Capacities

    Maximum configurable agents per workgroup - 512 • Maximum active login agents per workgroup - 256 • Total configured agents per system including all workgroups - 1280 • Total agents seats (License/Head) per system - 512 • MAXCS ACM 6.5 Administration Manual 21...
  • Page 36 Overview MAXCS ACM 6.5 Administration Manual...

  • Page 37: Hapter

    • Troubleshooting • Minimum System Requirements This section lists the system requirements for MAX Communication Server ACM 6.5 Update1. Supported Operating Systems and Their Requirements The following operating systems are supported in MAXCS 6.5 Update1: For the MAXCS 6.5 Update1 Server •...
  • Page 38 The following external CDR databases are supported: Microsoft SQL Server 2008 • Microsoft SQL Server 2008 express • Microsoft SQL Server 2005 • Microsoft SQL Server 2000 • Running SQL Server in a MAXCS machine is not supported. Note: MAXCS ACM 6.5 Administration Manual...

  • Page 39: Cpu, Memory, And Hdd Requirements

    In MAXCS 6.5 Update1, 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 6.5 systems: License Type License Model...
  • Page 40 Softswitch Station License Per extension configuration Softswitch ACC Agent Session Per session License Softswitch ACM Agent Session Per session License Softswitch ACM Agent Per ACC agent session Migration License Gateway Per gateway Redundancy Per system MAXCS ACM 6.5 Administration Manual...

  • Page 41: Preparation For Installation

    Windows Update—Make sure your server has the recommended Windows Service • Pack or Update. MAXCS ACM 6.5 Update1 CD ROM—The MAXCS CD ROM that contains the MAXCS • 6.5 Update1 programs. MAXCS latest update—Check to see if there is an update available to the MAXCS •...

  • Page 42: Multi-Gateway Softswitch System Installation

    Configuration and Directory • Phrases and Prompts (System, Custom, Personal) • Feature Server – Voice Mail Server • Multi-Site Enterprise Manager • Call Center Feature Server • CTI Server • Exchange Integration Server • CDR Server • MAXCS ACM 6.5 Administration Manual...

  • Page 43: Redundant System Installation

    The HMCP Media Server check box is not available if the operating system is not Windows 2003 SP2 or Windows 2008. AltiGen supports HMCP Media Server only on servers provided by AltiGen. Gateway—Select this option to install gateway service to an AltiGen IP gateway.

  • Page 44: Installing Maxadmin On A Network Client

    Windows, using the Start > Programs > Administrative Tools > Services applet. Then go to Start > Programs > Control Panel > Add/Remove Programs, and select MAX Communication Server ACM 6.5 Update1, and click Remove. Troubleshooting (Error Messages) Use this table for troubleshooting error messages encountered during software installation.
  • Page 45 MAXCS installation but before restarting your system 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 ACM 6.5 Administration Manual 31...
  • Page 46 Troubleshooting (Error Messages) MAXCS ACM 6.5 Administration Manual...

  • Page 47: Hapter

    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 ACM 6.5 Administration Manual...

  • Page 48: 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 ACM 6.5 Administration Manual...

  • Page 49: 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 50: Status Bar

    Workgroup. Opens the Workgroup Configuration window. Shortcut for CallCenter > Workgroup Configuration. IP Phone. Opens the IP Phone Configuration window. Shortcut for PBX > AltiGen IP Phone Configuration. AA. Opens the AA Configuration window. Shortcut for System > AA Configuration.

  • Page 51: Extension View Window

    ...or to open a line properties window specific to the selected extension. Figure 4. Extension View window Click on any column heading to sort by that column. Click again to reverse the sort order. MAXCS ACM 6.5 Administration Manual 37...

  • Page 52: Trunk View Window

    MaxAdmin is started. The field will be empty if the trunk is idle, not ready, out of service, or the call was connected prior to MaxAdmin being launched. You can double-click any trunk location to open the Trunk Configuration window for the selected trunk. MAXCS ACM 6.5 Administration Manual...

  • Page 53: Call Log 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 54: Current Resource Statistics Window

    Connect To—the extension, trunk, or channel the channel is connected to • Packets Sent/Received—the number of voice packets sent and received • Bytes Sent/Received—the total size (in bytes) of all voice packets sent and • received MAXCS ACM 6.5 Administration Manual...

  • Page 55: Assigning Seat-Based Client Licenses

    You may have seat-based licenses for the following MAXCS client products: MaxCommunicator • MaxOutlook (uses MaxCommunicator license) • MaxAgent • MaxSupervisor • MaxMobile Communicator • AltiConsole • IP Talk • MAXCS ACM 6.5 Administration Manual 41...

  • Page 56: Stopping The Altigen Switching Service

    From Windows, select Start > All Programs > MAX Communication Server • ACM > Utilities > Start and Stop All AltiGen Services, and click the Shutdown All AltiGen Services button. This stops the MAXCS system services, including the MaxAdministrator application itself.

  • Page 57: Programs Available From The Windows Start Menu

    Read Config—Creates a subdirectory of HTML files that shows details of your • MAXCS configuration. See “Read Config” on page 440. 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 58 Stopping the AltiGen Switching Service MAXCS ACM 6.5 Administration Manual...

  • Page 59: Hapter

    Country Relevant—settings for toll call prefixes and emergency numbers • Audio Peripheral—settings for music on hold, system default prompts, and • overhead paging Activity—settings for pre-defined or customized activity codes • Feature Profiles—settings for extension feature profiles • MAXCS ACM 6.5 Administration Manual 45...

  • Page 60: 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 ACM 6.5 Administration Manual...
  • Page 61 To the caller, the call park sounds like being put on hold. Valid entry: 1 - 60 minutes. Select a greeting that the caller will hear before being placed on hold. MAXCS ACM 6.5 Administration Manual 47...

  • Page 62: Setting A System Number Plan

    You also use the system number plan to set a DID number length to use, and to define the system response to the first digit dialed—for example, pressing 9 to get a trunk line. The numbering scheme requires some thoughtful planning. MAXCS ACM 6.5 Administration Manual...
  • Page 63 7nnn extensions. Default Password The default password for newly created extensions is randomly generated by the system. (When the password is changed, it must be four to eight digits in length.) MAXCS ACM 6.5 Administration Manual 49...
  • Page 64 “*” 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 ACM 6.5 Administration Manual...
  • Page 65 This feature is for internal extension users only. It does not Note: support dialing out from voice mail. Improper configuration may cause conflict with the system numbering plan. Be sure to fully test any configuration change in this area before going “live.” MAXCS ACM 6.5 Administration Manual 51...
  • Page 66 1. Select Extension Dialed Digit Translator from the Select Digit Translator drop-down list. 2. In the Extensions Group field, use the Add button to create and select an extension group that the Extension Dialed Digit Translator will apply to. MAXCS ACM 6.5 Administration Manual...

  • Page 67: C Hapter

    MAXCS servers or other gateways that may require the G.723 codec. If you still want users to have access to this trunk for outgoing calls, you can set it up through out call routing (see Chapter 14, "Out Call Routing Configuration"). MAXCS ACM 6.5 Administration Manual 53...

  • Page 68: Setting Business Hours

    Multiple Business Hours profiles can be configured in a system. A default “System” Business Hours profile is already configured. Multiple Business Hours profiles can also be assigned to DNIS Routing and Trunk In Call Routing entries. MAXCS ACM 6.5 Administration Manual...

  • Page 69: Routing Calls On Holidays

    Incoming DID and tie trunk calls will not follow holiday routes, but go to the dialed Note: extensions directly. To configure Holiday routings, select System > System Configuration, and then click the Holiday tab. MAXCS ACM 6.5 Administration Manual 55...
  • Page 70 Holiday list to create a new holiday. 3. In the Add Holiday dialog box that appears, select a date from the drop-down calendar and enter a description to identify the holiday. Click OK. MAXCS ACM 6.5 Administration Manual...

  • Page 71: Configuring System Speed Dialing

    Speed dial settings for individual extensions are set in Extension Configuration. (See “Setting up Station Speed Dialing” on page 207.) To configure Speed Dialing, select System > System Configuration, and then click the System Speed tab. MAXCS ACM 6.5 Administration Manual 57...
  • Page 72 914085551212 comprises 9 (trunk access code), 1 (long distance prefix), followed by 408 (area code), and then the seven-digit telephone number. Valid digits include 0 through 9, #, *, and (,) comma. The comma represents a one-second pause, when IP trunks are not used. MAXCS ACM 6.5 Administration Manual...

  • Page 73: 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 ACM 6.5 Administration Manual 59...

  • Page 74: Blocking Calls To Area Codes From All Extensions

    800, 888), use the Add or Delete button in the Unrestricted Area Code panel, and click Apply. The Extension Configuration’s Restriction tab references these area codes (as local and unrestricted) in its Outcall Restrictions panel. MAXCS ACM 6.5 Administration Manual...

  • Page 75: Locking Attacked Extensions

    Applies only to calls that use a trunk access code. For calls using a route access Note: code, 10-digit dialing area codes need to be configured in the Out Call Routing Configuration window, Dialing Pattern tab. See “Working on Dialing Patterns” on page 187. MAXCS ACM 6.5 Administration Manual 61...

  • Page 76: Creating Account Codes

    “Setting Personal Information” on page 197. Setting up Call Reports You can set up the call report logging option only if MAXCS and MaxAdmin are installed on the same server. On the Call Reports tab, specify the following: MAXCS ACM 6.5 Administration Manual...

  • Page 77: Internal Database Configuration (Internal Log Service)

    3. (Optional) In the Archive purged record(s) field, use the up/down arrows to select the number of months per archive file. This determines the number of months that the system will archive an existing CDR database before creating a new database. 4. Press OK or Apply. MAXCS ACM 6.5 Administration Manual 63...

  • Page 78: External (Remote) Logging Of Call Data

    You can send reports from a number of different systems to the same database. Note: AltiGen does not provide any SQL backup and restore utility. We strongly Note: 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 79: Country-Relevant Settings

    1 for 1-plus dialing within the U.S. dialing plan (also known as the North American Numbering Plan). International. The prefix used for international calls. For example, this is 011 for • international calls made in the U.S. MAXCS ACM 6.5 Administration Manual 65...

  • Page 80: Setting Emergency Numbers

    • out with the international toll call prefix. When a number matches multiple entries, the match with the most digits has priority. Audio Peripheral Configuration You can configure audio peripheral settings: Music on hold • MAXCS ACM 6.5 Administration Manual...
  • Page 81 System default beginning and update prompts for callers in queue • Overhead paging • To access the Audio Peripheral configuration window, select System > System Configuration, then click the Audio Peripheral tab. Figure 16. System Configuration, Audio Peripheral tab MAXCS ACM 6.5 Administration Manual 67...

  • Page 82: 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). The .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 83: Setting Greeting And Update Prompts

    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, and so on).
  • Page 84 The remaining three activity codes (7, 8, 9) are not assigned and can be customized by the administrator. To customize an activity code, click on the activity code and click Edit. In the Edit Activity dialog box, enter name of the Activity and click OK. MAXCS ACM 6.5 Administration Manual...

  • Page 85: Feature Profiles

    #31 – Personal Call Park #41 – System Call Park #51 – Line Park Pickup #81 – Hands Free Mode #82 – Dial Tone Disabled Call Management: #26 – Station Logout #27 – Station Login MAXCS ACM 6.5 Administration Manual 71...
  • Page 86 #91 – NOT READY to Receive Workgroup Call Session Types: Specify whether or not to allow an AltiGen SDK session for the extension. If the extension is an IP extension, #26 / #27 is still available when the phone Note: is in the onhook position, even if it is disabled in the extension’s feature profile.

  • Page 87: Limitation

    Limitation You should include #26 (Station Logout) in a feature profile assigned to an IP phone. If #26 is disabled in that phone’s feature profile, phone registration issues arise. MAXCS ACM 6.5 Administration Manual 73...
  • Page 88 Feature Profiles MAXCS ACM 6.5 Administration Manual...

  • Page 89: Hapter

    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 1.

  • Page 90: Managing Gateways

    MAXCS site through a WAN connection is not supported. The WAN network delay and latency may cause synchronization signal failure between MAXCS and the gateway. An AltiGen Gateway license is required to set up a gateway. Note: Managing Gateways Whether you are using multiple gateways or one gateway, you will perform gateway management functions in the Softswitch Component Configuration window.

  • Page 91: Setting Parameters

    When you are finished with the window, click OK. Parameter Description ID/Name/Type 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.) MAXCS ACM 6.5 Administration Manual 77...
  • Page 92 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 93: Adding And Attaching A Gateway

    To attach a gateway to the MAXCS system, you must first add it to the list in the Softswitch Component Configuration window. To add a gateway to the list: 1. Click the Add button. The Add Gateway dialog box appears: MAXCS ACM 6.5 Administration Manual 79...

  • Page 94: Detaching And Deleting A Gateway

    You can change the selected gateway’s unique number (01, 02) and the password by clicking the Config button in the Softswitch Component Configuration window. This opens the Gateway Configuration Tool. Make your changes, and click Apply. MAXCS ACM 6.5 Administration Manual...

  • Page 95: Gateway Configuration Tool

    Gateway ID Setting Shows the unique numeric ID of the gateway identified in the title bar. (Editable field.) Password Setting The password of the gateway identified in the title bar. (Editable field.) MAXCS ACM 6.5 Administration Manual 81...

  • Page 96: Configuring The Applications Server

    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. Figure 7. Softswitch Component Configuration window, Applications Server tab MAXCS ACM 6.5 Administration Manual...

  • Page 97: 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 ACM 6.5 Administration Manual 83...

  • Page 98: Setting Message Notification Retries

    Retry Interval in The number of minutes between retry attempts. Minutes Five minutes is the minimum and 60 minutes is the maximum interval allowed. Choices are in 5-minute increments. The default is 5 minutes. MAXCS ACM 6.5 Administration Manual...

  • Page 99: Setting Message Management 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 209.
  • Page 100 Bridged Access to Through bridged access integration, via a SIP connection, Exchange 2007 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 101: Setting E-Mail Messaging Options

    To turn on the message waiting light on the desktop phone and allow 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 2007 server accordingly.

  • Page 102: 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 2. Voice Mail Configuration, Voice Mail Distribution List tab MAXCS ACM 6.5 Administration Manual...

  • Page 103: 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 ACM 6.5 Administration Manual 89...
  • Page 104 Creating Distribution Lists MAXCS ACM 6.5 Administration Manual...

  • Page 105: Hapter

    2. Record phrases for each menu level or use the pre-recorded phrases that are available to you. See “Phrase Management” on page 98 for more details on how to MAXCS ACM 6.5 Administration Manual 91...

  • Page 106: Example: Aa Planning

    The first 16 AAs are provided with the menus blank. You can edit these as described in “Configuringing Auto Attendants” on page 94. You don’t need to add a new AA if you’re going to use 16 or fewer. MAXCS ACM 6.5 Administration Manual...
  • Page 107 From the drop-down list, choose the AA you want to copy to your selected ID. In the pop-up box, click Yes to complete the copy. Close—closes the AA Select dialog box. • Help—opens the help file for AA. • Export—exports all AA settings to an HTML file. • MAXCS ACM 6.5 Administration Manual 93...

  • Page 108: Configuringing Auto Attendants

    Every item will execute steps according to the following rules: First step—Play prompt if the box is checked. If the prompt box is not checked, • the AA will go to the second step without delay. MAXCS ACM 6.5 Administration Manual...
  • Page 109 Call - Directory Lists the system users and their extensions to the Service caller. For this to work properly, users need to record their directory names. Call - Disconnect Disconnects the call. MAXCS ACM 6.5 Administration Manual 95...

  • Page 110: Collecting Digits

    "Max Length" to determine if the collect digit action was successful or failed. If successful, the system executes the sub-level "&" action item. • If failed, the system executes the menu item you define as a fail over action. • MAXCS ACM 6.5 Administration Manual...
  • Page 111 Inter-Digit Timeout after Max Length—the length of time the system will wait • after the maximum length of digits is collected. Web Call Response Timeout—the length of time the system will wait for digits • after responding to a Web call before timeout. MAXCS ACM 6.5 Administration Manual 97...

  • Page 112: Making Auto Attendant Assignments

    Please hold; someone will be with you shortly. For your convenience, you may leave a message if you wish by pressing the # key on your (default) telephone and we will get right back to you. 0292 Please hold; someone will be with you shortly. MAXCS ACM 6.5 Administration Manual...

  • Page 113: 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 114 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.

  • Page 115: Hapter

    800 number to the “Mexico Spanish” language prompts or to an extension that uses the corresponding language in its prompts. This eliminates the caller having to select a language. The MAXCS multilingual feature requires the purchase of an AltiGen Multilingual Note: License.

  • Page 116: Creating Language Phrase Packages

    Note: 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 117: Configuring For A Multilingual System

    3. Enter a description for the language. This description will appear elsewhere in the graphical user interface, for example in the Extension Configuration window and the AA tab in this screen. 4. Click OK. 5. Repeat these steps for each language you want to add. MAXCS ACM 6.5 Administration Manual 103...

  • Page 118: Enabling Multilingual Support In The Auto Attendant

    This configuration is on top of the regular AA configuration. The system will Note: execute the regular AA action items after a language preference is selected by the caller. MAXCS ACM 6.5 Administration Manual...

  • Page 119: Configuring The Extension

    The default language is assigned in Extension Configuration > General tab. Figure 3. Selecting a language for an extension user In the Language drop-down list, select the desired language, and click OK. MAXCS ACM 6.5 Administration Manual 105...

  • Page 120: 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 ACM 6.5 Administration Manual...

  • Page 121: 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 ACM 6.5 Administration Manual 107...

  • Page 122: 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 ACM 6.5 Administration Manual...

  • Page 123: Hapter

    • sm for a silent monitor call • trk(bbcc) for an inbound trunk call without caller ID. bb is the board logical ID • and cc is the channel ID MAXCS ACM 6.5 Administration Manual 109...

  • Page 124: Configuring Call Recording

    3. In the Central Location field, browse for the directory you want to set as the destination folder and path for saving the call recordings. If you are using FTP protocol, the FTP server must be installed and Important: configured properly on the same machine as the Central Location directory. MAXCS ACM 6.5 Administration Manual...

  • Page 125: Using A Remote Shared Directory

    1. From the desktop, select Map Network Drive from the Tools menu. Figure 2. Map Network Drive 2. In the Map Network Drive dialog box, click the Sign up for online storage or connect to a network server link. MAXCS ACM 6.5 Administration Manual 111...
  • Page 126 Figure 3. “Sign up for online storage or connect to a network server” link This invokes the Add Network Place Wizard. Figure 4. Add Network Place Wizard 3. Click Next. You’ll see the screen below: MAXCS ACM 6.5 Administration Manual...
  • Page 127 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 ACM 6.5 Administration Manual 113...
  • Page 128 Figure 7. Add Network Place Wizard - Shortcut Name 6. Type in a name for the network place and click Next. A confirmation screen appears: Figure 8. Confirmation screen 7. Click Finish. The network place you created should appear on the desktop. MAXCS ACM 6.5 Administration Manual...
  • Page 129 Configuring Call Recording Figure 9. Network Place Created 8. In the Recording Configuration window, use the Browse button to select the network place as the destination folder. Figure 10. Recording Configuration Window MAXCS ACM 6.5 Administration Manual 115...
  • Page 130 Configuring Call Recording MAXCS ACM 6.5 Administration Manual...

  • Page 131: Hapter

    • 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 Before you begin, make sure a Trunk Control APC SDK Session license is Note: registered and activated for your system.

  • Page 132: 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. MAXCS ACM 6.5 Administration Manual...

  • Page 133: Application Information

    If a third-party application is connecting to this extension, make sure the application is properly set to log into the application extension. If the third-party application is logged in, the status shown in Figure 1 on page 118 changes to “connected.” MAXCS ACM 6.5 Administration Manual 119...
  • Page 134 Application Extension Setup MAXCS ACM 6.5 Administration Manual...

  • Page 135: Trunk Configuration

    To find out channel information, right-click a trunk in the Trunk View window (shown in Figure 2, below), and select Channel Physical Location. The Channel Information box appears, displaying logical board ID, board name, channel group type, and channel ID: MAXCS ACM 6.5 Administration Manual 121...

  • Page 136: Opening The Trunk Configuration Window

    Double-click a trunk in the Trunk View window. • Selecting Channel Properties from the right-click menu in Trunk View bypasses the general Trunk Configuration window to open a trunk properties window specific to the selected trunk. Figure 2. Trunk View window MAXCS ACM 6.5 Administration Manual...

  • Page 137: Selecting Trunks To Set Attributes

    ID is assigned by the system. This ID may change when a telephony board is added into or removed from the system. When you select a trunk in this list, the options and parameters for the trunk appear in the settings in the right side of the window. MAXCS ACM 6.5 Administration Manual 123...

  • Page 138: Configuring One Or Multiple Trunks

    Zoomerang if the area code is not configured properly. Direction—The trunk direction can be Outgoing only, Incoming only, Both • Outgoing and Incoming, Paging, or E911. The Both option is the system default. MAXCS ACM 6.5 Administration Manual...
  • Page 139 PRI will transmit the system home area code and main number defined in System Configuration, General tab. Description—Descriptive information such as the company name for the assigned • Phone Number, or appropriate agency if this trunk provides 911 access. Trunk Dialing Scheme—Overlap or En-bloc dialing. • MAXCS ACM 6.5 Administration Manual 125...
  • Page 140 If this is a PRI trunk, you need to ask your carrier if they support RLT through • DTMF. Some carriers accept *8 to signal RLT. AltiGen PRI trunks currently do not support 2-B channel transfer feature. How to signal MAXCS that it is a Centrex transfer: If a call is connected to an extension, the extension user needs to dial •...
  • Page 141 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 142: H323 Tie Trunk Properties

    Figure 4. Configuration dialog box for a Triton VoIP channel See “Configuring the SIPSP Board” on page 166 for board configuration information. This is signal only trunks. Make sure you have enough IP resource boards to cover Note: your needs. MAXCS ACM 6.5 Administration Manual...

  • Page 143: Sip Trunk Properties

    (ITSP), you need to configure SIP trunk channels to connect to 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 144 Automatic NAT Traversal—Leave this box unchecked. • 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. MAXCS ACM 6.5 Administration Manual...
  • Page 145 FROM Header—Send the caller ID using the SIP FROM header P-Preferred Identity—Send the caller ID using the SIP P-Preferred Identity header P-Asserted Identity—Send the caller ID using the SIP P-Asserted Identity header Carrier can accept This is the default. any number MAXCS ACM 6.5 Administration Manual 131...
  • Page 146 DO NOT CHECK or UNCHECK this box. [Service provider Bandwidth.com with Edgewater Route require this checked] Incoming DID When a call comes in, the SIP trunk uses To Header or Request URI as the DID/DNIS number Number Field MAXCS ACM 6.5 Administration Manual...

  • Page 147: Triton T1/E1 Trunk Properties

    This configuration will slow down the system transmitting digits to the CO by a defined delay to avoid missing digits. Do not change this value unless advised. Caller ID and DID Collection MAXCS ACM 6.5 Administration Manual 133...
  • Page 148 “Configuring One or Multiple Trunks” on page 124, to apply the Caller ID Collection to multiple T1 trunks. In order for back-to-back T1 and tie trunk T1 configurations to perform properly, Note: it is recommended that you use the system’s default incoming call sequences: MAXCS ACM 6.5 Administration Manual...

  • Page 149: Caller Id And Did Incoming Sequence Example

    In this example, the MAXCS ACC/ACM system is expecting either the sequence #CID*DID or only digits for incoming calls. If no match is found for either sequence, no Caller ID or DID digits are collected. MAXCS ACM 6.5 Administration Manual 135...

  • Page 150: Triton Analog Trunk Gs/Ls Properties

    Note that you can use Apply to in this dialog box to apply changes to other trunks of the same type. Parameter Description Interface Type Select the type of trunk that will interface with this trunk channel: Loop Start Trunk • Ground Start Trunk • MAXCS ACM 6.5 Administration Manual...
  • Page 151 CO disconnect signal), after answering an incoming call. Loop Break Duration Disconnects signal if CO breaks loop current. You can set (ms) the duration from 200 to 1000 ms. 600 ms is common in North America. MAXCS ACM 6.5 Administration Manual 137...
  • Page 152 Hybrid Echo Return The measurement for hybrid echo return loss (displayed Loss after you click the Diagnose button or the Match Impedance button). Acceptable range for Hybrid Echo Return Loss is less than -6 dB. MAXCS ACM 6.5 Administration Manual...

  • Page 153: Performing Impedance Match On Your Own

    Diagnosis section of the main dialog box. The Hybrid Echo Return Loss field shows the measurement before adaptation of the selected Impedance profile, and the Echo Return Loss field shows the measurement after adaptation of the selected Impedance profile. MAXCS ACM 6.5 Administration Manual 139...

  • Page 154: Measuring The Rx Level Of A Trunk Channel

    2. Write down the Impedance setting, then change it to 600ohm, and click OK. 3. Call the number you got from your CO, as noted above. 4. Click the Test Rx Level button. When the test is complete, the Test Rx Level dialog box is displayed: MAXCS ACM 6.5 Administration Manual...

  • Page 155: If You Need To Improve The Rx Level

    (the number must be less than 1000). This phrase is a 1 kHz test tone. 2. Select an unused AA and set the AA to play the prompt phrase you named in step 1 (0990 in this example). MAXCS ACM 6.5 Administration Manual 141...
  • Page 156 Figure 12. Setting Timeout to Repeat Current Level 4. Select a trunk as a testing reference—an analog trunk with a specific phone number is best—and set the trunk In Call Routing to the Test Line Loss AA. MAXCS ACM 6.5 Administration Manual...
  • Page 157 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 ACM 6.5 Administration Manual 143...
  • Page 158 Triton Analog Trunk GS/LS Properties If the reading is worse than -18 dB, you should contact your CO to adjust the line loss to the acceptable range. MAXCS ACM 6.5 Administration Manual...

  • Page 159: Incoming Call Routing

    Web IP Calls For web IP calls, you can set routing for the three time periods defined in the System Configuration window, Business Hours tab (“Setting Business Hours” on page 54): During Business Hours • MAXCS ACM 6.5 Administration Manual 145...

  • Page 160: Outgoing Call Blocking

    If you select Outside Calls Allowed According to The Following Schedules, you can then use the Schedule 1, 2, and 3 options to set up to three different time periods during which calls are allowed. You can use Apply to to apply the settings to multiple trunks. MAXCS ACM 6.5 Administration Manual...

  • Page 161: Hapter

    • Virtual MobileExtSP Board, page 175 • 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 ACM 6.5 Administration Manual 147...
  • Page 162 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 ACM 6.5 Administration Manual...

  • Page 163: 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 ACM 6.5 Administration Manual 149...

  • Page 164: 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 ACM 6.5 Administration Manual...

  • Page 165: 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 AltiGen’s Telephony Hardware Manual. Configuration Double-click the TritonIP board in the Boards window to open the Board Configuration window, similar to Figure 2 on page 148.

  • Page 166: 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 9 and Figure 10. MAXCS ACM 6.5 Administration Manual...
  • Page 167 Double-clicking a channel group for a Triton T1 board in the Channel Group Info pane opens a T1 or E1 Configuration dialog box, as in Figure 7 and Figure 8. Figure 7. Triton T1 configuration dialog box MAXCS ACM 6.5 Administration Manual 153...

  • Page 168: Reading The Status Messages

    To locate the AIS alarm, Indication Signal all 1’s to our T1/E1; AIS have the carrier check (AIS)> = Alarm Indicator the T1 network element Signal; all ones detected connected to the T1 interface and trace the problem. MAXCS ACM 6.5 Administration Manual...
  • Page 169 The Out Of Frame counter registers every time the T1 chip is forced to re-frame when receiving a frame with severe errors. The Receiver Frame Slips counter shows the number of Rec Frame Slips frame slips for the receiver. MAXCS ACM 6.5 Administration Manual 155...
  • Page 170 7 is forced to a one. Bell Zero Code Suppression replaces bit 7 of an all zero channel byte with a one. CD Bits Handling CD Bits Handling is not editable. MAXCS ACM 6.5 Administration Manual...

  • Page 171: 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 124 for details. MAXCS ACM 6.5 Administration Manual 157...
  • Page 172 D channel. Enable Tie Trunk—check this box to enable a tie trunk. Tie trunks must terminate • to a system also configured as a tie trunk. This option not available when E1 CAS is selected. Note: MAXCS ACM 6.5 Administration Manual...
  • Page 173 Enable Tie Trunk—check this box to enable a tie trunk. Tie trunks must terminate • to a system also configured as a tie trunk. This option not available when T1 CAS is selected. Note: MAXCS ACM 6.5 Administration Manual 159...
  • Page 174 Network and the other as User. For example, set one to NI-2 PRI Network and the other to NI-2 PRI. AT&T 4ESS PRI Network • AT&T 5ESS PRI Network • NT DMS-100 PRI Network • NI-2 PRI Network • MAXCS ACM 6.5 Administration Manual...
  • Page 175 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 ACM 6.5 Administration Manual 161...
  • Page 176 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 ACM 6.5 Administration Manual...
  • Page 177 An example of such service includes AT&T Megacom. If your CO requires specific NSF features to be present in the call setup packet, Note: 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 178 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 ACM 6.5 Administration Manual...

  • Page 179: 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 153. MAXCS ACM 6.5 Administration Manual 165...

  • Page 180: Configuring Virtual Boards Sipsp And H323Sp

    Configuration button opens this dialog box: If you change the number of SIP extension or tie trunk channels, you must stop and restart the switching and gateway services. Figure 17. SIP Signaling Channel Configuration dialog box MAXCS ACM 6.5 Administration Manual...

  • Page 181: Configuring The H323Sp Board

    Host Media Control Processing (HMCP) is a virtual board that uses an Intel CPU to provide the following functions: 1. Process VoIP Media Stream Encode, decode, and transcode voice stream • Detect and generate tone for IP devices • MAXCS ACM 6.5 Administration Manual 167...
  • Page 182 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 •...
  • Page 183 3. MeetMe Conference Members 4. Agent Supervision Bridges The maximum number of resources that can be assigned to each HMCP virtual board is as follows: G.711 VPR — 1,000 • G.711/G.723/G.729 VPR — 200 • MAXCS ACM 6.5 Administration Manual 169...

  • Page 184: Assign Hmcp Resources To Ip Extensions

    Media Server ID to the HMCP Media Server ID if necessary. Please refer to the following scenarios. Scenario 1 - HMCP Media Server inside Softswitch Server For fewer than 200 users, you may consolidate the Softswitch and HMCP into one server as shown below. MAXCS ACM 6.5 Administration Manual...
  • Page 185 Scenario 2: Single Standalone HMCP Media Server For 200 to 1,000 users without an extensive amount of recording resources, fewer than 200 concurrent recording sessions, you may deploy a stand-alone HMCP Media server as shown below. MAXCS ACM 6.5 Administration Manual 171...
  • Page 186 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 ACM 6.5 Administration Manual...
  • Page 187 Media servers when that extension requests media service. This will happen atomatically (no configuration required) and dynamically (the resource may come from a different Media server each time that extension requests a media resource). MAXCS ACM 6.5 Administration Manual 173...

  • Page 188: Configuring The Max1000/2000 Board

    In the channel group configuration dialog box, click the Protocol button to open the • Protocol Configuration dialog box. For information on configuring protocol, see “Setting up Channels on the Triton T1/E1 Board” on page 157. MAXCS ACM 6.5 Administration Manual...

  • Page 189: 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 248 in the chapter “Mobile Extension Configuration.” MAXCS ACM 6.5 Administration Manual 175...
  • Page 190 Configuring the Virtual MobileExtSP Board MAXCS ACM 6.5 Administration Manual...

  • Page 191: In Call Routing Configuration

    The In Call Routing Configuration window lets you enter Caller ID and DNIS numbers into a routing table and set routing rules for a matched number. To configure In Call Routing, select PBX > In Call Routing Configuration. MAXCS ACM 6.5 Administration Manual 177...

  • Page 192: Caller Id Routing

    • the nature of the number and routing. For example, you might give the 2529712 number the name “Tech Support.” To delete an entry, select it in the Caller ID number list, then click Delete. MAXCS ACM 6.5 Administration Manual...

  • Page 193: Defining Caller Id Routing

    In order to locate an entry in the DNIS table for an incoming call, a full match is required. To access DNIS routing settings, click the DNIS Routing tab in the In Call Routing Configuration window. MAXCS ACM 6.5 Administration Manual 179...

  • Page 194: 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 54): During Business Hours • Outside Business Hours • Non Workdays • MAXCS ACM 6.5 Administration Manual...
  • Page 195 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 101. MAXCS ACM 6.5 Administration Manual 181...
  • Page 196 DNIS Routing MAXCS ACM 6.5 Administration Manual...

  • Page 197: 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 198: Configuring Out Call Routing

    9+911 dialing would be a good practice. Some configuration examples are provided at the end of the chapter. Please use them as a reference to help you configure your dialing pattern correctly. MAXCS ACM 6.5 Administration Manual...

  • Page 199: Working With Route Definitions

    (the first trunk listed is used first, and so forth). Not Member Displays all trunks that are not assigned to the selected route. MAXCS ACM 6.5 Administration Manual 185...

  • Page 200: Setting Default Routes

    You can set default routes for four types of outgoing calls: local, long distance, international, and emergency. It is important that you set up default routes right after routes are WARNING! defined. Failing to do so will cause outbound dialing failure. MAXCS ACM 6.5 Administration Manual...

  • Page 201: Working On Dialing Patterns

    Your area may have both 10-digit and 1+10 digit dialing in a same area code. • Your system needs to borrow another system's trunk to make an outbound call over • an IP or tie trunk. MAXCS ACM 6.5 Administration Manual 187...
  • Page 202 5. If this is a restricted number or pattern, skip step 4 and check the Disallow this dialing pattern check box. To delete a dialing pattern Select the pattern you want to delete, and click the Delete button. MAXCS ACM 6.5 Administration Manual...

  • Page 203: Dialing Pattern Configuration Tips

    In other words, if extension and system call restrictions are not blocking a number or pattern, you can use Out Call Routing to build restriction rules to block numbers or patterns. MAXCS ACM 6.5 Administration Manual 189...

  • Page 204: Configuration Example - Solving 10-Digit Dialing

    1214 or 1972 when dialing a local call. Configuration Steps: 1. Create a route to include all the T1 channels. 2. Apply the route to Default Routes. MAXCS ACM 6.5 Administration Manual...
  • Page 205 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 ACM 6.5 Administration Manual 191...

  • Page 206: 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 207 The Dialing Pattern tab should look as follows: With this configuration, the system will see that all digits have been collected and will send digits to the CO, instead of waiting 7 seconds for the dialing to finish. MAXCS ACM 6.5 Administration Manual 193...
  • Page 208 Resolving Dialing Delay for Non-USA/Canada Countries MAXCS ACM 6.5 Administration Manual...

  • Page 209: Hapter

    117. To set up an IP extension, see “Setting Up IP Extensions” on page 225. To set up a mobile extension, see “Mobile Extension Configuration” on page 247. Figure 1. Extension Configuration window MAXCS ACM 6.5 Administration Manual 195...

  • Page 210: 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 211: Setting Personal Information

    Number Plan tab in the System Configuration window. 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 MAXCS ACM 6.5 Administration Manual 197...
  • Page 212 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 101 for information on adding translated prompts to the MAXCS system). MAXCS ACM 6.5 Administration Manual...

  • Page 213: Account Code

    Block Account Code Display—The account code table will not be displayed when • the user tries to tag the account from MaxCommunicator and MaxAgent. This prevents the user from seeing account codes they do not need to see. MAXCS ACM 6.5 Administration Manual 199...

  • Page 214: Call Recording Options

    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: MAXCS ACM 6.5 Administration Manual...

  • Page 215: Physical Location And Type

    When changing a virtual extension to a physical extension, the Location parameters are available. If you know which board and channel this extension is wired to, you can use the Prev and Next buttons to select the correct board and channel number for this physical extension. MAXCS ACM 6.5 Administration Manual 201...

  • Page 216: Setting The Line Properties

    Triton Analog Station Line Properties dialog box. You can also access this window by double-clicking a span in Channel Mapping List of the Triton Analog Station Board configuration window. Figure 2. Triton Analog Station Line Properties dialog box MAXCS ACM 6.5 Administration Manual...
  • Page 217 Signal Caller ID is received prior to ringing. Receive from phone Range -3 ~ +3 db (dB Gain) You can decrease or increase the extension phone's talk volume with this setting. Default is 0 dB. MAXCS ACM 6.5 Administration Manual 203...

  • Page 218: Ip Extension Configuration

    If Name Line is set to DNIS Name, it will display DNIS name. If there is no name • information, the DNIS number will be displayed. If Name Line is set to DNIS Number, it will display the DNIS number. If there is • no number information, “Unknown” will be displayed. MAXCS ACM 6.5 Administration Manual...

  • Page 219: Configuring Group Options For An Extension

    You can assign an extension to a hunt group in the Huntgroup Configuration window and to a workgroup in the Workgroup Configuration window. Conversely, you can assign a hunt group or a workgroup to an extension in the Extension Configuration window. MAXCS ACM 6.5 Administration Manual 205...

  • Page 220: Setting Inter Call Delay

    Check Allow pickup call from workgroup queue to allow a MaxAgent user to pick up a call from the workgroup the agent belongs to. The agent needs to be in the log-in state to be able to pick up a call from the queue. MAXCS ACM 6.5 Administration Manual...

  • Page 221: Setting Up Station Speed Dialing

    00–19, and are entered by the user following the extension speed dial access code, #77. To work with Speed Dialing settings, click the Speed Dialing tab, then select the extension you want to set speed dialing for. Figure 4. Extension Configuration, Speed Dialing tab MAXCS ACM 6.5 Administration Manual 207...

  • Page 222: Setting The Mailbox Options

    To work with mailbox settings, select the extension number you want to work with from the Agent/Supervisor/Extension list, then click the Mail Management tab. MAXCS ACM 6.5 Administration Manual...

  • Page 223: Setting An Information-Only Mailbox

    When you disable a mailbox, a special greeting is played to announce that this mailbox is not accepting new messages. Assign Exchange Integration License Check this check box if the selected extension is to be integrated with Microsoft Exchange. MAXCS ACM 6.5 Administration Manual 209...

  • Page 224: Smtp/Pop3 Setting

    Voice Mail, AA, Extension, Group, Operator (default), Outside Number, Application Extension, or Line Park. When the caller presses “0”, the call will forward to the specified destination. MAXCS ACM 6.5 Administration Manual...

  • Page 225: Setting Mailbox Capacities

    To work with notification settings, select the extension number from the Agent/ Supervisor/Extension list, then click the Notification tab. Figure 6. Extension Configuration, Notification tab MAXCS ACM 6.5 Administration Manual 211...

  • Page 226: Setting The Message Types For Notification

    Setting Message Notification Options Individual users can also configure Message Notification within the AltiGen client applications MaxCommunicator and MaxAgent. You can use Apply to to apply notification settings to one, some, or all Note: extensions. See “About the Apply To Button” on page 196 for more information on using Apply to.
  • Page 227 2007-02-04 16:00:50 Extension 395 made more than a 120-minute call from voicemail(0:6). 2007-02-18 09:05:32 Extension 395(2:3) made an emergency call-###. A SecurityAlert.txt file does not appear in the ...AltiServ\Log folder until a Note: security alert event has created it. MAXCS ACM 6.5 Administration Manual 213...

  • Page 228: Setting The Type Of Notification

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

  • Page 229: Setting Notification Business Hours

    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 ACM 6.5 Administration Manual 215...

  • Page 230: 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 ACM 6.5 Administration Manual...

  • Page 231: Setting Other Call Restrictions

    Caution! 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. Setting Answering Options Answering options include forwarding, handling busy calls, handling no-answers and other options.

  • Page 232: Forwarding All Calls

    To Voice Mail • To AA—select the auto attendant number to use in the drop-down list under the • option. To an Extension—select an extension from the drop-down list. • MAXCS ACM 6.5 Administration Manual...

  • Page 233: Do Not Disturb

    You have several options for handling calls while the extension is busy, and again, the options vary depending on the extension type. If you do not enable busy call handling, the caller simply hears a busy signal. MAXCS ACM 6.5 Administration Manual 219...

  • Page 234: Setting Call Waiting Options

    Forward to Line Park—use the drop-down list to select a Line Park group to route • the call to. (See “Line Park Configuration” on page 275.) Enabling One Number Access This check box option is available to all extension types, but with qualifications: MAXCS ACM 6.5 Administration Manual...

  • Page 235: Configuring One Number Access

    ONA settings. To configure ONA, select the extension number from the Agent/Supervisor/ Extension list, then click the One Number Access tab. Figure 10. Extension Configuration, One Number Access tab MAXCS ACM 6.5 Administration Manual 221...

  • Page 236: One Number Access Options

    ONA to find you, regardless of where they are calling from. Once you’ve set this up, you need to instruct the caller to dial 1 during your personal greeting, then enter the “password” to use ONA. MAXCS ACM 6.5 Administration Manual...

  • Page 237: Specifying Forwarding Numbers

    The monitor list is available in the MaxCommunicator and MaxAgent Monitor windows, AltiConsole, and in Line Monitoring events in AltiGen SDK. Listening in to or recording a conversation without the consent of one or WARNING! both parties may be a violation of local, state, and federal privacy laws.
  • Page 238 Check the Trunk Monitor Enable check box to allow monitoring of the AltiLink Plus trunk events at the selected extension. Click the Default button to return the settings to the default—the extension can monitor its own calls. MAXCS ACM 6.5 Administration Manual...

  • Page 239: 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 240 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 ACM 6.5 Administration Manual...
  • Page 241 NAT router exists between MAXCS 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 ACM 6.5 Administration Manual 227...
  • Page 242 Configure Codec Profile—Creating a profile for each codec type, jitter buffer, • packet length, DTMF tone delivery, and ring back tone treatment (SIP Early Media). Assign Codec to Device—Configuring codec profile to a single IP address or a • range of IP addresses. MAXCS ACM 6.5 Administration Manual...

  • Page 243: Setting An Ip Extension

    • 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 •...

  • Page 244: Setting Voip Codec For Ip Extension

    Prefer G.711 A-Law support G.711 Mu-Law • 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 • MAXCS ACM 6.5 Administration Manual...
  • Page 245 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 342 and “Assigning Codec Profiles to IP Addresses” on page 346. MAXCS ACM 6.5 Administration Manual 231...
  • Page 246 Setting an IP Extension MAXCS ACM 6.5 Administration Manual...

  • Page 247: Hapter

    Configuring the AltiGen IP Phone 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:...
  • Page 248 The Apply To button works with the following parameters: General, TFTP Note: Server field (Reset IP Phone and Boot Download options cannot be applied to multiple extensions), Debug, and Display Workgroup Status (IP 705 and IP 600 phones). MAXCS ACM 6.5 Administration Manual...
  • Page 249 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 ACM 6.5 Administration Manual 235...
  • Page 250 SRTP are checked, since 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 346.
  • Page 251 This setting is for a remote IP phone with a private address and Setting behind 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 252 Then enter the VLAN ID for the line port (voice service) and the VLAN ID for the PC port (data service). (Get these IDs from your network administrator.) See “Virtual LANs” on page 327 for information on VLANs. MAXCS ACM 6.5 Administration Manual...

  • Page 253: Configuring Programmable Keys And Workgroup Status

    Figure 2. IP Phone Configuration window, IP 710 tab The Copy From button allows you to copy Programmable Key settings from one Note: IP phone extension to another. No other settings are carried over. MAXCS ACM 6.5 Administration Manual 239...
  • Page 254 (callers in queue, longest queue time, number of callers who have waited longer than the service threshold, and service level). • User Defined # - (Default) Allows the user to define the programmable key from the IP phone. MAXCS ACM 6.5 Administration Manual...

  • Page 255: 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 256 1. Open the DHCP configuration window. Right-click the server and select Set Predefined Options 2. Right-click the server and select Set Predefined Options. Click the Add button 3. Click the Add button. The Option Type dialog box appears: MAXCS ACM 6.5 Administration Manual...
  • Page 257 6. Under the DHCP scope you created is a field labeled Scope Options. Right-click Scope Options and select Configure Options. The Scope Options dialog box appears: Check option 120 and enter the IP address of your MAXCS server in the String value field MAXCS ACM 6.5 Administration Manual 243...

  • Page 258: On The Altigen Ip Phone

    IP phone always gets a new IP address, and DHCP option 120 refreshes the value of MAXCS SERVER, even if MAXCS SERVER already has a value. The screen pauses for 2 seconds while the IP phone gets the MAXCS IP address from DHCP 120. MAXCS ACM 6.5 Administration Manual...

  • Page 259: Disabling Auto-Discovery

    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 page 241.
  • Page 260 Configuring Auto-Discovery of Server IP Address MAXCS ACM 6.5 Administration Manual...

  • Page 261: Hapter

    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 262: Mobileextsp Board Overview

    Note: configuration files are stored in the gateway in the following directory: \altiserv\sp\triton. After upgrading to Release 6.5, you need to manually move these files to the Softswitch machine’s \altiserv\sp\MobileSP directory. Then reboot the Softswitch. MAXCS ACM 6.5 Administration Manual...
  • Page 263 1. In the Boards window, double-click the MobileExtSP board. In the Board Configuration window, double-click a channel group. Figure 2. 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 ACM 6.5 Administration Manual 249...
  • Page 264 (see Figure 4 on page 253). If a PRI span is used, only the whole span can be added or removed, not Note: individual PRI channels. T1 and analog trunks are added or removed individually. MAXCS ACM 6.5 Administration Manual...

  • Page 265: Configuring An Extension As A Mobile Extension

    To configure 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 ACM 6.5 Administration Manual 251...
  • Page 266 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 ACM 6.5 Administration Manual...
  • Page 267 Shared—When selected, this mobile extension will share mobile trunk ports with other mobile extension users. You need to assign a mobile trunk Group ID to this extension. The system will dynamically allocate a mobile trunk port MAXCS ACM 6.5 Administration Manual 253...
  • Page 268 Therefore, it is suggested that you don’t check the Set RNA Agent Logout option for the group that contains the mobile extension as an agent (Workgroup Configuration, Call Handling tab). MAXCS ACM 6.5 Administration Manual...

  • Page 269: Additional Configuration For Maxmobile Communicator

    Open firewall ports TCP 10080 and 10081 for both virtual public IP address and • private 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...
  • Page 270 Mobile Extension Limitations Only analog trunks can be allocated as dedicated mobile trunks. • MAXCS ACM 6.5 Administration Manual...

  • Page 271: Hapter

    Does not have queue overflow and quick queue option • Limited call distribution capability • No supervisor application to manage agents and calls in queue • No client application for agents to perform login/logout • MAXCS ACM 6.5 Administration Manual 257...

  • Page 272: Overview Of Huntgroup Configuration Window

    The Apply to button is disabled unless there is a change that can be applied to multiple hunt groups, and when you use it to apply changes to multiple hunt groups, it works on only those changed attributes that can be applied. MAXCS ACM 6.5 Administration Manual...

  • Page 273: Setting Up Huntgroups

    P, Q, R, S, p, q, r, s G, H, I, g, h, i T, U, V, t, u, v J, K, L, j, k, l W, X, Y, Z, w, x, y, z MAXCS ACM 6.5 Administration Manual 259...

  • Page 274: Setting Call Restrictions

    Caution! 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 huntgroups at all times. Establishing Hunt Group Membership There are two ways to assign extensions to huntgroups.

  • Page 275: Setting Login Status For System Restart

    (default setting). All Login—all group members are automatically logged into the assigned group • after the system is restarted. All Logout—all group members are logged out of the group when the system is • restarted. MAXCS ACM 6.5 Administration Manual 261...

  • Page 276: Setting Hunt Group Mail Management

    For example, the default e-mail name for hunt group 500 would be ext500. Retrieve Voice Mail by E-mail Client—selected, this sends voice mail to the user’s • e-mail as an attachment. Deselected, voice mail is retrieved as voice mail. MAXCS ACM 6.5 Administration Manual...

  • Page 277: Setting Mailbox Playback Options

    Mailbox size in MBs of stored messages. The range is 1–500 MB, with a default of 50. Max Message Length Maximum length of voice messages in minutes. The range is 1–30 minutes, with a default of 5 minutes. MAXCS ACM 6.5 Administration Manual 263...

  • Page 278: Setting Message Notification Options

    Notification tab in the Huntgroup Configuration window, and select the hunt group number from the Group List. Figure 4. Huntgroup Configuration, Notification tab Individual users can also configure Message Notification within the AltiGen Voice Mail System. You can use Apply to to apply mailbox settings to one, some, or all huntgroups.

  • Page 279: Setting The Type Of Notification

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

  • Page 280: Setting Notification Timing

    You can use the Apply to button to apply call handling settings to one, some, or all huntgroups. See “Apply to Button” on page 258 for more information on using Apply to. MAXCS ACM 6.5 Administration Manual...

  • Page 281: Handling Busy Calls

    When you do not want the hunt group to handle any calls, check the Enable Forward To option in the Forward All Calls section of the Call Handling tab, and select an option. The forwarding options are as follows: MAXCS ACM 6.5 Administration Manual 267...

  • Page 282: Handling Unanswered Calls

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

  • Page 283: 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 267. MAXCS ACM 6.5 Administration Manual 269...

  • Page 284: Setting Queue Management Options

    Depending on how long the caller is in the queue, the caller will hear phrases 1-5, in order, after which phrase 5 will be repeated. For information about creating custom phrases, see Chapter 7, "Auto Attendant Configuration". MAXCS ACM 6.5 Administration Manual...

  • Page 285: Hapter

    The IP paging group is a group of IP phones that can receive station paging. This feature also can be used as 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.
  • Page 286 First Name and Last Name of the paging group, each with a maximum of 32 • characters. Password for the paging group. The default is the system password set on the • Number Plan tab of the System Configuration window. Description for the paging group. • MAXCS ACM 6.5 Administration Manual...
  • Page 287 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 ACM 6.5 Administration Manual 273...
  • Page 288 MAXCS ACM 6.5 Administration Manual...

  • Page 289: Hapter

    LinePark tab of their MaxCommunicator or MaxAgent. The system will put the caller in queue when calls exceed the total lines assigned to • the Line Park Group. MAXCS ACM 6.5 Administration Manual 275...
  • Page 290 2. Enter a name in the Add Line Park dialog box, and click OK. 3. Select line ID numbers from the Non-Member List and click the Add button to add them to the Member List. MAXCS ACM 6.5 Administration Manual...
  • Page 291 Play greeting phrase to caller when parked—Select this option to have the • system play the greeting phrase you select from the drop-down box, before playing music on hold. Specify whether to play the greeting once only, or every x seconds. MAXCS ACM 6.5 Administration Manual 277...
  • Page 292 #51, followed by the Park Line ID. To delete a Line Park Group: 1. In the Line Park Configuration window, select a Line Park Group from the Groups list. 2. Click the Delete button below the Groups list. MAXCS ACM 6.5 Administration Manual...

  • Page 293: Hapter

    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 294 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 (MAXCS ACM) • MAXCS ACM 6.5 Administration Manual...
  • Page 295 MaxSupervisor can change a call’s priority level if the WG’s supervisor queue control • option is enabled. (Allow Call Redirect/Priority Change) MAXCS ACM 6.5 Administration Manual 281...

  • Page 296: Creating And Configuring Workgroups

    Skill Based Routing—define skill levels and skill-based routing rules. • Mail Management—set capacity and features options for extension mailboxes. • Notification—set preferences and options for voice mail notifications. • Call Handling—set call forwarding, call waiting, and call handling preferences and • options. MAXCS ACM 6.5 Administration Manual...

  • Page 297: Setting Up Workgroups

    (1111), consecutive digit strings (1234), or digits that match the extension (Ext. 101 using 1012, 9101, 10101, etc.) are not recommended. The letters map to numbers (on a phone, for example) as follows: MAXCS ACM 6.5 Administration Manual 283...

  • Page 298: Setting Call Restrictions

    Caution! 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. MAXCS ACM 6.5 Administration Manual...

  • Page 299: Service Level Threshold

    Abandoned Calls within Service Level – Overflowed/Redirected Calls within Service level – divided by at least one of the following three options: Total Answered Calls – Total Abandoned Calls – Total Overflowed/Redirected Calls – MAXCS ACM 6.5 Administration Manual 285...

  • Page 300: Workgroup Recording Options

    (The default is to record all workgroup calls.) To see this option, click the Agent Recording Management button. This opens the following window: You can change these values MAXCS ACM 6.5 Administration Manual...

  • Page 301: Establishing Workgroup Membership

    When an agent does not log in to the workgroup that is configured as an outbound – workgroup, all outbound calls are non-workgroup calls. Establishing Workgroup Membership Add agent extensions to a workgroup on the Group Member tab in the Workgroup Configuration window. MAXCS ACM 6.5 Administration Manual 287...
  • Page 302 4. To change the Skill Level designation for a member, double-click the member in the Member List. The Skill Level dialog box opens. (Skill Levels are defined in “Setting Up Skill Based Routing” on page 291.) Figure 4. Skill Level dialog box MAXCS ACM 6.5 Administration Manual...

  • Page 303: Log In/Out A Group Member

    Settings on the Business Hours tab in the Workgroup Configuration window define how after-hours calls are handled for workgroups. An administrator can assign a Business Hours profile to a group, and also configure after-hours handling for each day of the week. MAXCS ACM 6.5 Administration Manual 289...
  • Page 304 Set the business schedule parameters as follows: Parameter Description Business Hour Use the drop-down list to select a Business Hours profile to apply to the workgroup (profiles are configured in the System Configuration window—see “Setting Business Hours” on page 54). MAXCS ACM 6.5 Administration Manual...

  • Page 305: Setting Up Skill Based Routing

    Skill-based routing can increase customer issue resolution on the first call, lower the abandoned call rate, and in turn increase customer satisfaction. MAXCS ACM 6.5 Administration Manual 291...
  • Page 306 And you can set time-based rules that alter the call’s SKLR to allow either less able agents or over-qualified agents to handle a call so that the caller does not have to wait for an excessive period of time. MAXCS ACM 6.5 Administration Manual...

  • Page 307: Setting Rules For Skill Based Routing

    Agents with the lowest skill number are rung first. With this option, that would be agents whose skill number is 1. Set the SKLR (see page 292) as if you were setting a ceiling on the resources you are willing to use for MAXCS ACM 6.5 Administration Manual 293...
  • Page 308 3. If the caller stays in queue for more than 90 seconds, the caller's SKLR will be escalated to 9 because all other escalation wait times are set to 0 seconds. The call will be distributed any idle agent in the workgroup. MAXCS ACM 6.5 Administration Manual...

  • Page 309: Setting Workgroup Mail Management

    To work with mail management settings, click the Mail Management tab, and select the workgroup number you want to work with from the Group List. MAXCS ACM 6.5 Administration Manual 295...

  • Page 310: 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 ACM 6.5 Administration Manual...

  • Page 311: Setting Mailbox Playback Options

    If you choose to forward to an Outside Number, select a trunk or route access code to use in the small drop-down list on the left, and type in the full prefix and phone number. MAXCS ACM 6.5 Administration Manual 297...

  • Page 312: Voice Mail Access Option

    Notification tab in the Workgroup Configuration window, and select the workgroup number from the Group List. Figure 9. Workgroup Configuration, Notification tab Individual users can also configure Message Notification within the AltiGen Voice Mail System. You can use Apply to to apply mailbox settings to one, some, or all workgroups.

  • Page 313: Setting The Type Of Notification

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

  • Page 314: Setting Notification Business Hours

    You can use Apply to to apply call restriction settings to one, some, or all workgroups. To work with workgroup call handling options, click the Call Handling tab in the Workgroup Configuration window, and select the workgroup number from the Group List. MAXCS ACM 6.5 Administration Manual...

  • Page 315: Handling Busy Calls

    When you do not want the workgroup to handle any calls, check the Enable Forward To option in the Forward All Calls section of the Call Handling tab, and select an option. The forwarding options are as follows: To Voice Mail • MAXCS ACM 6.5 Administration Manual 301...

  • Page 316: Handling Unanswered Calls

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

  • Page 317: Number Of Rings Before Handling

    If the agent does not have wrap-up time configured, the idle time is calculated – from the end of last busy state. Ring Average Longest Idle Member—the agent who averages being off the • phone the longest: MAXCS ACM 6.5 Administration Manual 303...
  • Page 318 In the case where an agent belongs to multiple workgroups and there are queued calls in two or more of these workgroups, as soon as the agent becomes available, the queued call that will be distributed to this agent is determined by the Inter Workgroup Call Distribution setting. MAXCS ACM 6.5 Administration Manual...

  • Page 319: Queue Management - Basic

    A caller can press a digit to hear different prompts or options while in queue. You can have select FIFO (First In First Out) or LIFO (Last In First Out) for the queue • overflow. If you don't have these particular needs, the Basic queue mode is recommended. MAXCS ACM 6.5 Administration Manual 305...

  • Page 320: Setting Queue Phrase Options

    SKLR to an agent's skill level. Queue position is not meaningful when a higher priority caller can push a lower priority caller or if no agent is available to answer a particular SKLR. MAXCS ACM 6.5 Administration Manual...

  • Page 321: Expected Wait Time Sampling

    2. Check the Enable Forward to check box and from the drop-down list, select the forwarding destination list to use if the queue length, wait time or service level settings are exceeded. If this option is not checked, calls will go to the workgroup’s voicemail. MAXCS ACM 6.5 Administration Manual 307...

  • Page 322: Quit Queue Option

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

  • Page 323: Queue Management - Advanced

    Advanced Queue Management (AQM) application configuration window with tabs for configuring Announcement, Menu Selection, and Queue Overflow. Announcement The Announcement tab allows for configuration of queue announcements. Figure 13. Workgroup Configuration, Advanced Queue Management, Announcement tab MAXCS ACM 6.5 Administration Manual 309...

  • Page 324: Menu Selection

    3. Use the drop-down list to select one of the following actions: Transfer to Extension/Other Group • Transfer to AA • Transfer to Operator • Transfer to Outside Number • Transfer to Group VM • MAXCS ACM 6.5 Administration Manual...

  • Page 325: Queue Overflow

    AA—select the auto attendant to use in the drop-down list under the option. • AAs are configured in AA Configuration on the System menu. Operator • Outside—type in the full prefix and phone number, preceded by the trunk or • route access code, for example, 915102529712. MAXCS ACM 6.5 Administration Manual 311...

  • Page 326: Application Extension Queue Control

    The Agent Logout Reason Configuration window lets you require a logout reason, and it provides for defining up to 20 reason codes. A logout history can be tracked and stored for future analysis. To access this window, select CallCenter > Agent Logout Reason Configuration. MAXCS ACM 6.5 Administration Manual...

  • Page 327: Maxcall Configuration

    CIDs you enter here appear in a drop-down list on the MaxCall tab in MaxAgent, MaxCommunicator, and MaxOutlook. The agent selects a CID by campaign name before handing a call off to MAXCS. Then MAXCS plays the phrase the agent selected. MAXCS ACM 6.5 Administration Manual 313...
  • Page 328 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 ACM 6.5 Administration Manual...
  • Page 329 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 ACM 6.5 Administration Manual 315...
  • Page 330 MaxCall Configuration MAXCS ACM 6.5 Administration Manual...

  • Page 331: Hapter

    Option to announce participant's name when joining or leaving the conference. This • feature can be configured by the meeting scheduler. Meeting host can Mute/Un-Mute, and drop meeting participants using the desktop • client. Meeting host can surrender the meeting control to another extension. • MAXCS ACM 6.5 Administration Manual 317...

  • Page 332: Setting The Meetme Conference Extension

    To open the MeetMe Conference window, do one of the following: Click the MeetMe Conference button on the toolbar. • Select PBX > MeetMe Conference Management. • The MeetMe Conference window opens. MAXCS ACM 6.5 Administration Manual...

  • Page 333: Working In The Meetme Conference Window

    Change column order in the current window by dragging a column head to where you want it. You can open more than one MeetMe Conference window and work with different meetings and displays in each one. You can double-click a meeting to open the Modify Meeting dialog box. MAXCS ACM 6.5 Administration Manual 319...

  • Page 334: Creating A Meeting

    Reserved Seats Use the Up/Down arrows or type in a number, up to 30, to indicate the number of expected participants. (For the MAX1000 system, expected participants may not exceed 12.) MAXCS ACM 6.5 Administration Manual...
  • Page 335 If the meeting is to begin at another time, select On Date, and enter a date and start time. To select a date, click the Calendar button. To select a start time, click the Down arrow and use the slide bar. MAXCS ACM 6.5 Administration Manual 321...
  • Page 336 2. In the Duration field, specify the duration of the meeting, using the Up/Down arrows. 3. In the Start field, specify the start of the meeting by clicking the Down arrow and using the slide bar. MAXCS ACM 6.5 Administration Manual...

  • Page 337: E-Mailing A Meeting Invitation

    Outlook. The meeting invitation is pasted into a new message in Outlook, and the Outlook Subject field is filled in with “Conference Call Invitation”. Choose the people to whom you want to send the invitation, make any edits you may want to make, and click Send. MAXCS ACM 6.5 Administration Manual 323...

  • Page 338: Modifying The E-Mail Template

    When the scheduled meeting time is up, the meeting may continue if no other scheduled meeting needs the resources. If another meeting is scheduled and the resources are needed for that meeting, the current meeting is terminated. MAXCS ACM 6.5 Administration Manual...

  • Page 339: Joining A Meeting

    Users are prompted to dial the meeting number. If the meeting has not yet been started, the user hears an appropriate message and can try again later. If a passcode is required, the user is prompted to enter the passcode. MAXCS ACM 6.5 Administration Manual 325...
  • Page 340 Joining a Meeting MAXCS ACM 6.5 Administration Manual...

  • Page 341: 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 6.5 firmware) • Layer 2 managed switch • MAXCS ACM 6.5 Administration Manual 327...

  • Page 342: 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 ACM 6.5 Administration Manual...
  • Page 343 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 ACM 6.5 Administration Manual 329...

  • Page 344: 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 ACM 6.5 Administration Manual...

  • Page 345: Wan Router Configuration

    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 •...

  • Page 346: Configuration Guidelines For Nat

    The section discusses the configuration guidelines when MAXCS is behind NAT (Network Address Translation) and communication to AltiGen IP phones, IPTalk, or another MAXCS is over WAN. AltiGen SIP phones support NAT traversal, which does not require special settings on the NAT router at the remote site.
  • Page 347 NAT router from 169.254.56.169 to the private IP address of MAXCS 192.168.1.2. For the Remote IP Phone Using NAT IP Phone 3 • When configuring remote IP Phone 3, you should set up the MAXCS IP address to Router 1’s public IP address — 169.254.56.169. MAXCS ACM 6.5 Administration Manual 333...

  • Page 348: Vpn Network Configuration Example

    Configuration Guidelines for NAT 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 MAXCS's public IP address, which is 169.254.101.2.
  • Page 349 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 ACM 6.5 Administration Manual 335...
  • Page 350 (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 ACM 6.5 Administration Manual...

  • Page 351: Enterprise Voip Network Management

    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. IP Codec Table—define the codec and data pipe for AltiGen IP phones and SIP •...

  • Page 352: Understanding Voip Bandwidth Requirements

    It assumes silence suppression is not turned on. (The same table appears on page 330.) VoIP Bandwidth requirement for WAN connection varies depending on the type of WAN. Bandwidth requirement typically is less than Ethernet requirement. MAXCS ACM 6.5 Administration Manual...

  • Page 353: Opening Enterprise Manager

    If your MAXCS system is using dynamic IP addressing, you will see the WARNING! 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 ACM 6.5 Administration Manual 339...
  • Page 354 Multisite routing may fail if Route Access Code and IP TrunkAccess Code are not configured. Upon successful login, Enterprise Manager opens, as in the following figure. MAXCS ACM 6.5 Administration Manual...

  • Page 355: Overview Of Enterprise Manager

    • ID length. Lets you add/remove servers and change the VoIP domain master. Lets you re-route outgoing calls of global extensions and redirect AltiGen IP phones. Displays the configuration and informational tabs listed in the next section. Codec button lets you configure individual codec profiles—silence suppression, •...

  • Page 356: Changing The Enterprise Manager Password

    • 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. IP Networks tab defines IP networks and the bandwidth information for an MAXCS •...
  • Page 357 Enterprise Manager toolbar. The following window opens: Figure 1. Codec profile setting window in Enterprise Manager Named codec profiles are listed on the left. To create a new profile, click the Add button. The Add Profile dialog box opens: MAXCS ACM 6.5 Administration Manual 343...
  • Page 358 When silence suppression is enabled, and silence is Silence Suppression detected during a call, MAXCS stops sending packets to the other side. This decreases the bandwidth requirement, however the voice quality may be degraded slightly. These are system-wide settings. MAXCS ACM 6.5 Administration Manual...
  • Page 359 SIP trunk carrier’s PSTN gateway. If SIP Early Media is not checked, the caller may not hear the exact ringback tone provided by the CO (the caller may not hear any ringback tone at all). MAXCS ACM 6.5 Administration Manual 345...

  • Page 360: Assigning Codec Profiles To Ip Addresses

    IP manages and for reassembling the packets back into the complete message at the other end. AltiGen phones do not use TCP. Note: TLS—Secures SIP signaling messages using Transport Layer Security. (Does not work for IP devices behind NAT;...
  • Page 361 To add IP addresses and address ranges and assign a codec 1. Click the Add button in the IP Device Range panel. The Add IP Device Range dialog box opens: MAXCS ACM 6.5 Administration Manual 347...

  • Page 362: 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 ACM 6.5 Administration Manual...

  • Page 363: 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 364: Configuring A Public Or Intranet Pipe

    3. You can change the G.711 sessions by using the Up/Down arrow button. Notes 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 MAXCS ACM 6.5 Administration Manual...

  • Page 365: Configuring Maxcs 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 366: Defining The Ip Dialing Table

    You must assign an IP Trunk Access code (System Configuration > Number Plan • tab) You must set the VoIP codec profiles. • To manage the IP dialing table, click the IP Dialing Table tab in Enterprise Manager: MAXCS ACM 6.5 Administration Manual...
  • Page 367 The left side of the window displays the VoIP domain name, the server ID length, and the name, ID and statuses of the global servers in this Domain. To add an entry to the IP Dialing Table, click the Add button below the table. The following dialog box opens: MAXCS ACM 6.5 Administration Manual 353...
  • Page 368 Description Server ID A unique dialing number to connect to the remote server. The server could be MAXCS, a 3rd-party VoIP gateway, or an AltiGen-certified 3rd-party VoIP device. Server Name A descriptive name of up to 15 characters to identify the server.

  • Page 369: The Multi-Site Voip Domain

    Publish as Global button below the table. 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 370 The name of the server appears in the Location Name field, and the name of your AltiGen product appears in the Switch Type field (MAXCS ACC or MAXCS ACM). The domain name is blank, and the server role is currently Stand-alone.

  • Page 371: Declaring Additional Servers For The Voip Domain

    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. 3. Check the Allow this server to be added to domain check box.

  • Page 372: Working With Servers In The Domain

    Master—One Domain system must be assigned as Domain Master to propagate configuration data to member MAXCSs. The master acts as a central server to accept the connection, synchronize change from one site to the other sites, and authenticate users. MAXCS ACM 6.5 Administration Manual...

  • Page 373: Adding A Server To A Voip Domain

    2. Define the attributes for the server, and click OK: Parameter Definition Name Enter the name of the server. Address Enter the IP address of the server. Server ID A unique dialing number to connect to this server. MAXCS ACM 6.5 Administration Manual 359...

  • Page 374: Rejoining A Server To The Voip Domain

    (This ID is set in MaxAdmin: in System Configuration > 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 ACM 6.5 Administration Manual...

  • Page 375: 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 376 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 370. If the alternate server assignment is removed from the configuration above, the...

  • Page 377: Managing Domain Users

    Resolve conflicting extensions and groups to global user or back to local user (on the • Resolve tab). Relocate an extension from one location to another location with optional voice mail • (on the Resolve tab). The General tab displays read-only information about the selected extension. MAXCS ACM 6.5 Administration Manual 363...

  • Page 378: Pstn Failover When The Tcp/Ip Network Is Down

    When an extension is added to a system in MaxAdmin, Extension Configuration window, it can be defined as Global by checking the Global extension box. If this box is not checked, the newly added extension is a local extension. MAXCS ACM 6.5 Administration Manual...
  • Page 379 The numbering for System A is 1xx; System B is 2xx, and System C is 3xx. 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: MAXCS ACM 6.5 Administration Manual 365...

  • Page 380: Changing An Extension's Scope From Local To Global

    VoIP domain. This conflict also requires resolution to determine which system will host the Global extension. Changing an Extension’s Scope from Local to Global If you need to resolve a conflict by making a Local extension into a Global extension, follow these steps: MAXCS ACM 6.5 Administration Manual...

  • Page 381: Changing An Extension's Scope From Global To Local

    Before you make the change, extension 100’s scope is as follows: Ext. System A System B System C Global Remote Remote After you change extension 100 to Local, the scope of 100 will be: MAXCS ACM 6.5 Administration Manual 367...

  • Page 382: Relocating A Global Extension

    IP phone is being used. (See page 370.) The check box is available only if a global extension is selected and that extension Note: has no conflict. User can relocate extension, if checked Admin can always relocate extension MAXCS ACM 6.5 Administration Manual...
  • Page 383 4. Click Relocate. Notes on Relocating a Global Extension The phone user can start using the voice mail during VM relocation, but the voice • mail count will keep increasing until the relocation is complete. MAXCS ACM 6.5 Administration Manual 369...

  • Page 384: Redirecting Altigen Ip Phones When A Server Is Down

    The extension, itself, is relocated immediately. Redirecting AltiGen IP Phones When a Server Is Down Relocating a global extension, described in the preceeding section, is intended to serve employees who are physically relocating to another office for a time. Administrators can also configure global IP phones to register to another server in the VoIP domain when their primary server goes down for some reason.
  • Page 385 Servers > Information tab > AltiGen IP Phone Redirect panel. The Redirect option is not available until an alternate server is assigned. Only IP phones that are global and have no conflict with the extensions of other sites can be configured to redirect.

  • Page 386: Configuring Departments In A Multi-Site Voip Domain

    Enterprise Manager, the department is displayed in the User list. Departments can also be seen in CDR Search. To define a department and assign or remove members from a department, click the Department button. Figure 3. Department configuration MAXCS ACM 6.5 Administration Manual...

  • Page 387: 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 ACM 6.5 Administration Manual 373...
  • Page 388 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 ACM 6.5 Administration Manual...

  • Page 389: 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 ACM 6.5 Administration Manual 375...
  • Page 390 When Information May Be Out of Sync MAXCS ACM 6.5 Administration Manual...

  • Page 391: Redundancy Configuration

    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 1, “Redundancy topology". MAXCS ACM 6.5 Administration Manual 377...

  • Page 392: 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 2 on page 381). MAXCS ACM 6.5 Administration Manual...

  • Page 393: 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 ACM 6.5 Administration Manual 379...

  • Page 394: Firmware Requirement

    3. At the primary system, install MAXCS 6.5 software. The redundancy feature is disabled by default. 4. Register the Redundancy license through MaxAdmin on the primary system. MAXCS ACM 6.5 Administration Manual...

  • Page 395: 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 ACM 6.5 Administration Manual 381...

  • Page 396: 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 ACM 6.5 Administration Manual...

  • Page 397: 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 ACM 6.5 Administration Manual 383...
  • Page 398 Softswitch, use the same subnet. 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: MAXCS ACM 6.5 Administration Manual...

  • Page 399: 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 ACM 6.5 Administration Manual 385...

  • Page 400: 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 ACM 6.5 Administration Manual...

  • Page 401: When The Address Of The Softswitch Server Changes

    VM server so that the VM server can connect to the correct softswitch. Do this using the Voice Message Server Utility. Run ...\AltiServ \exe\VMMonitor.exe to launch the utility, shown in the following figure. MAXCS ACM 6.5 Administration Manual 387...

  • Page 402: Enterprise Server

    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 ACM 6.5 Administration Manual...

  • Page 403: 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 404: 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 ACM 6.5 Administration Manual...

  • Page 405: Limitations

    Diagnostic trace settings are not synchronized between the primary and secondary • servers. MAXCS ACM 6.5 Administration Manual 391...
  • Page 406 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 ACM 6.5 Administration Manual...

  • Page 407: System Report Management

    The System Summary report provides summary information on extensions, trunks, and workgroups configured in the system. To open the System Summary report window, select Report > System Summary, or click the Summary button on the toolbar. Figure 1. System Summary window MAXCS ACM 6.5 Administration Manual 393...

  • Page 408: Ip Cumulative Traffic Statistics

    Total size (in bytes) of all voice packets sent to other systems over the public or private IP network. Bytes Received Total size (in bytes) of all voice packets received from other systems over the public or private IP network. MAXCS ACM 6.5 Administration Manual...

  • Page 409: Resetting Cumulative Statistics

    SNMPv3 agent, MAXCS sends SNMP traps to the management console when alarming conditions are detected. The SNMP traps are sent by the Altigen services SPServ (Softswitch up, Softswitch Note: 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 410 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 ACM 6.5 Administration Manual...

  • Page 411: 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 ACM 6.5 Administration Manual 397...
  • Page 412 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 ACM 6.5 Administration Manual...

  • Page 413: Microsoft Exchange Integration

    Bridged Access to Exchange 2007 • An option is provided in the AltiGen Voice Mail System menu to log in to the Exchange mailbox (option 7 in the main menu). Exchange 2007 only. To synchronize voice mail between the AltiGen mail box and the Exchange server, check the Enable Synchronization check box.

  • Page 414: When You Install Maxcs

    • domain, with a network throughput rate of no less than 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 415 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. In the future, if you need to debug you must log in to the MAXCS server with Note: this user account.
  • Page 416 Chapter 28: Microsoft Exchange Integration Figure 2. Add the user created by the MAXCS install program (or created by you in step 4) to the Domain Admin group in Active Directory Users and Computers. MAXCS ACM 6.5 Administration Manual...

  • Page 417: Exchange Integration Configuration Steps

    2. In the Exchange Management Console, create a mailbox for the service account that was created during installation (or created by you in step 4, above) (see Figure 4). Figure 4. Creating a mailbox for the service account created during installation MAXCS ACM 6.5 Administration Manual 403...
  • Page 418 Figure 6. First name and last name in MAXCS must match the display name in Exchange Server, or synchronization will fail. (Also, to synchronize MAXCS voice mail with Exchange voice mail in Bridged Access mode, you must have checked the Enable Synchronization check box in the Voice Mail configuration screen.) MAXCS ACM 6.5 Administration Manual...
  • Page 419 This is all you need to do if you selected the Synchronize with Exchange 2003/2007 option in the Voice Mail Configuration Screen. If necessary, see “Testing for Synchronization” on page 418 and “Troubleshooting Tips” on page 418. MAXCS ACM 6.5 Administration Manual 405...

  • Page 420: Additional Steps For Bridged Access And Native Vm Integration

    MAXCS. Then click New. When you create a dial plan, a default UM Mailbox Policy is created automatically and associated with the dial plan (see Figure 9). MAXCS ACM 6.5 Administration Manual...
  • Page 421 4. Click OK. Figure 10. Changing Audio Codec to G711 5. Add your MAXCS server as a UM Gateway: Go to Organization Configuration > Unified Messaging > UM IP Gateways > New UM IP Gateway. MAXCS ACM 6.5 Administration Manual 407...
  • Page 422 6. If your system has multiple gateways, repeat step 5 to add all of your gateways as UM IP Gateways. 7. 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 ACM 6.5 Administration Manual...

  • Page 423: Configuring Um Settings For Each User

    8. 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 2007. Configuring UM Settings for Each User With all system-wide settings in Exchange Server 2007 complete, configure the UM settings for each user. MAXCS ACM 6.5 Administration Manual 409...
  • Page 424 2. Click Browse and select the policy that is associated with the dialing plan you just created, then click OK. Figure 14. The policy associated with the dialing plan we just created is “LeslieXiaSS Default Policy”. MAXCS ACM 6.5 Administration Manual...

  • Page 425: Configuring For Out Calling From Um

    • Return a call from Exchange 2007 voice mail • Unlike with AltiGen’s Zoomerang feature, a user calling out from voice mail Note: cannot go back to the Exchange voice mailbox after returning the call. Configure the following in Microsoft Exchange 2007.
  • Page 426 • 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. International number format • MAXCS ACM 6.5 Administration Manual...
  • Page 427 Number Mask - Define the number mask for the dialing rule. A number mask is used to define the telephone number format that a Unified Messaging server will use to determine what outgoing telephone number it will dial for a user. When an MAXCS ACM 6.5 Administration Manual 413...
  • Page 428 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 ACM 6.5 Administration Manual...

  • Page 429: 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 ACM 6.5 Administration Manual 415...
  • Page 430 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 ACM 6.5 Administration Manual...
  • Page 431 9. In MaxAdmin, go to PBX > Voice Mail Configuration. In the Exchange Integration panel, select Bridged Access to Exchange 2007 or Native VM Integration with Exchange 2007. 10. Click OK. 11. Restart all AltiGen services. MAXCS ACM 6.5 Administration Manual 417...

  • Page 432: 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 433 You can remedy this in the following way: 1. Log on as AltiGen Service Account. 2. Shut down Altigen Exchange Integration Service from Control Panel > Administrative Tools > Services, then open Control Panel > Mail (or Mail and Fax) and click Show Profiles. Remove the service profile.

  • Page 434: 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 435: Tapi Integration

    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 436: Install The Altigen Tapi Service Provider On The Client

    • Network connection with TCP/IP enabled • To install AltiGen TAPI Service Provider on the client system 1. On your MAXCS CD-ROM, open the TAPI Gateway folder. 2. Open the Tapi_Client subfolder, and run SETUP.EXE. 3. When prompted, enter the Server IP address, the client’s Extension Number, and the client’s Password.
  • Page 437 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 438: Set Up Phone Dialer

    You can reconfigure the client extension in the Device Detect window. (See “Changing TAPI Configuration Parameters” on page 427.) If the client extension is not in the AltiGen TAPI Device Detect window, verify Note: that the windows services "Remote Access Connection Manager" and "Telephony"...

  • Page 439: Testing Tapi Service Provider On The Client System

    Reboot the client system after any configuration changes to make sure the Note: changes take effect completely. Making a Call in Microsoft Outlook Before making a call, configure the Outlook New Call configuration. MAXCS ACM 6.5 Administration Manual 425...
  • Page 440 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 ACM 6.5 Administration Manual...

  • Page 441: 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 442 Setting Up the Client MAXCS ACM 6.5 Administration Manual...

  • Page 443: Tools And Applications

    • 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 444: 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. To run the CT-Bus Test Tool: 1. Stop AltiGen Switching Services before running this utility. 2. Launch CT-Bus Test Tool from Start > All Programs > MAXCS > Gateway Tools > CT-Bus Test Tool.

  • Page 445: Backing Up Files

    To set backup schedules 1. In the System Data Management window, select the Schedule button to view the Backup Schedules dialog box. Figure 3. Backup Schedules dialog box MAXCS ACM 6.5 Administration Manual 431...

  • Page 446: 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 ACM 6.5 Administration Manual...

  • Page 447: Maxcs Admin & Extension Security Checker

    Automatically refreshes the display Security characteristics to check Information on the selected extension Figure 5. MaxAdmin & Extension Security Checker Checking Extension Security Generally, an extension is considered secure if its password meets the following conditions: MAXCS ACM 6.5 Administration Manual 433...
  • Page 448 Unsecure Elements panel. 5. (Optional) Click Export to export the data in the Extension List to a text file. You are advised to run this security check periodically and remind extension users Note: to use secure passwords. MAXCS ACM 6.5 Administration Manual...

  • Page 449: Start & Stop All Altigen Services

    If a trace status is turned off, the AltiGen system will not produce those traces. A message box pops up if MAXCS and the gateway are not running or an important trace status is off.
  • Page 450 #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 451 Runs acdump.exe to dump the AltiConnect Trace, and then collects the trace. If Trace Collector is running on the stand-alone gateway machine, this option is hidden. Windows Event log • Extracts the system and application event log from the Windows system. MAXCS ACM 6.5 Administration Manual 437...

  • Page 452: Limitations

    Explore Storage Folder: Opens the storage folder in a new explorer window. Upload Package to FTP: Opens an FTP configuration dialog box. After you complete the required configuration, Trace Collector uploads the selected package to the AltiGen Tech Support FTP site.

  • Page 453: Voice File Converter

    Trace Collector 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. The source .wav file must be in 8k/8bit/mono/mu-law format.

  • Page 454: Read Config

    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 455: Work/Hunt Group Converter

    Convert Workgroup to Hunt Group—when a workgroup is converted to a hunt • group, its members are not changed, but the following parameters are cleared, including: voice recording setting – queue time threshold – queue overflow settings – queue announcement – agent announcement – MAXCS ACM 6.5 Administration Manual 441...

  • Page 456: Exporting And Importing Extensions

    You can import and export extensions in a .csv file and you can import extensions from the active directory. 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 457: 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 458 8. If an extension already exists in the destination list, a dialog box pops up. 9. Respond to the question in the dialog box. If you decide to overwrite the extension, other fields not in the Active Directory are kept. MAXCS ACM 6.5 Administration Manual...

  • Page 459: Exporting The Extensions In A Maxcs System

    Enter key. The first line must be a pre-defined field name, such as “First Name”. If the field • name doesn’t match a pre-defined field name, the field is skipped during an import operation. MAXCS ACM 6.5 Administration Manual 445...

  • Page 460: Altigen Custom Phrase Manager

    • 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 461: 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 ACM 6.5 Administration Manual 447...

  • Page 462: 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 ACM 6.5 Administration Manual...

  • Page 463: 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 464 AltiGen Custom Phrase Manager 3. Click the Re-Record button. 4. When finished recording, press # on the phone and follow the instructions you hear. Also click OK in the dialog box onscreen when done. MAXCS ACM 6.5 Administration Manual...

  • Page 465: Ppendix

    2. In the Board Configuration window, double-click the channel group to open the Channel Group Configuration dialog box. MAXCS ACM 6.5 Administration Manual 451...
  • Page 466 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 1.
  • Page 467 The circled fields in Figure 3 represent values that depend on your country and its corresponding trunk property. Consult your CO to find out if caller ID digits are provided in the lines. Note: MAXCS ACM 6.5 Administration Manual 453...
  • Page 468 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 ACM 6.5 Administration Manual...
  • Page 469 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 ACM 6.5 Administration Manual 455...
  • Page 470 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 ACM 6.5 Administration Manual...
  • Page 471 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 ACM 6.5 Administration Manual 457...
  • Page 472 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 ACM 6.5 Administration Manual...
  • Page 473 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 ACM 6.5 Administration Manual 459...
  • Page 474 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 ACM 6.5 Administration Manual...
  • Page 475 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 ACM 6.5 Administration Manual 461...
  • Page 476 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 ACM 6.5 Administration Manual...

  • Page 477: E1 Isdn Pri Installation

    From Boards view, double-click the board to be configured to open the Board Configuration window. In the Board Configuration window, click the Board Configuration button. In the next Board Configuration window, select E1 as the configure type, and click OK. MAXCS ACM 6.5 Administration Manual 463...
  • Page 478 3. Click the Protocol button in the Channel Group Configuration dialog box to open the Protocol Configuration window. 4. Select Regular ISDN PRI as the Span Type, and select the Switch Mode according to your country in the ISDN PRI Setting field, and click OK. MAXCS ACM 6.5 Administration Manual...
  • Page 479 Figure 5. Data Link layer What you should select in the B Channel Maintenance Message drop-down list depends on what country you reside in (see Table 2 on page 466). MAXCS ACM 6.5 Administration Manual 465...
  • Page 480 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 ACM 6.5 Administration Manual...

  • Page 481: 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 ACM 6.5 Administration Manual 467...
  • Page 482 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 ACM 6.5 Administration Manual...

  • Page 483: Service Parameters/Request Information For Pri

    The CSU (channel service unit) is a device used to connect a digital trunk line coming in from the phone company to the PBX. A CSU can terminate signals, repeat signals, and respond to loopback commands sent from the central office. MAXCS ACM 6.5 Administration Manual 469...

  • Page 484: Service Parameters/Request Information For E1

    The CSU (channel service unit) is a device used to connect a digital trunk line coming in from the phone company to the PBX. A CSU can terminate signals, repeat signals, and respond to loopback commands sent from the central office. MAXCS ACM 6.5 Administration Manual...

  • Page 485: Appendixc

    Network Ports If MAXCS 6.5 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 486 10050 MaxMobile Communicator 10080 10081 Client Applications Auto Update 10050 CDR Search 10025 Remote MAXCS Administrator 10068 VRManager 10040 (VRManager may not work behind NAT) TAPI Client login to MAXCS 10026 Network Assessment Tool 10010 MAXCS ACM 6.5 Administration Manual...

  • Page 487: 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 ACM 6.5 Administration Manual 473...
  • Page 488 MAXCS ACM 6.5 Administration Manual...

  • Page 489: 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 490: 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 491 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 ACM 6.5 Administration Manual 477...
  • Page 492 MAXCS ACM 6.5 Administration Manual...

  • Page 493: Troubleshooting Voip: Common Symptoms And Solutions

    327 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 ACM 6.5 Administration Manual 479...
  • Page 494 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 ACM 6.5 Administration Manual...

  • Page 495: Index

    DNIS routing 181 announcement binary 8 zero substitution (B8Z8) setting 95 time stamp 210 call record programmable key answer options 220 BLF programmable key 240 answering blocking account code display 199 call recording huntgroup call handling 269 MAXCS ACM 6.5 Administration Manual...
  • Page 496 CO switch, and terminal device dialing e-mail services 87 en-bloc 126 e-mail, setting notification 211 code overlap 126 emergency dial notification 212 access 124 dialing 9 twice, preventing 126 emergency numbers 66 area 124 482 MAXCS ACM 6.5 Administration Manual...
  • Page 497 G711 RTP packet length 345 G723 jitter buffer range 345 security checker 433 gateway ID, server send notification 214 attaching 79 changing length 359 setting phone display options configuring 81 impedance match, performing detaching 80 MAXCS ACM 6.5 Administration Manual...
  • Page 498 MaxAdmin 33 Jitter Buffer 330 voice mail 255 getting around 33 jitter buffer 345 mobile trunk installing 30 G.711 345 shared or dedicated 253 MaxAdmin & Extension Security G.723 345 Monitor Available 224 Checker 433 484 MAXCS ACM 6.5 Administration Manual...
  • Page 499 Read Config tool 440 public, configuring 350 Realtime Transport Control Proto- playback message 210 call screening 222 col (RTP/RTCP) playing music from a file 68 configuring 221 definition 479 PM schedule 55 enabling 220 recorded announcements, config- MAXCS ACM 6.5 Administration Manual...
  • Page 500 354 restrictions MAXCS services 42 service call 216 stopping AltiGen services 435 parameters 467 outgoing call 216 subscribing to service 467 subscribing to 467 ring all available members 269 Superframe Format (SF) 156 486 MAXCS ACM 6.5 Administration Manual...
  • Page 501 126 paging 125 adding servers 357 tie trunks 61 setting attributes 124 extension scope 364 time display 237 Triton T1/E1 trunk properties, managing users 363 toll call prefixes 65 setting 133 master 355 MAXCS ACM 6.5 Administration Manual...
  • Page 502 304 skill setting 291 status display 240 workgroup queue agent pick up call 206 Workgroup View window 39 wrap-up time, setting 206 zero code suppression 156 Bell 156 GTE 156 Jam Bit 8 156 488 MAXCS ACM 6.5 Administration Manual...

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