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Altigen MAXCS ACM 6.0 Administration Manual

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MAX Communication Server
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Administration
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ACM 6.0
10/2008 4413-0001-6.0

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Summary of Contents for Altigen MAXCS ACM 6.0

  • Page 1 MAX Communication Server ™ Administration Manual ACM 6.0 10/2008 4413-0001-6.0...
  • 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

    Boards View Window........32 MAXCS ACM 6.0 Administration Manual i...
  • Page 4 Assigning Client Licenses ........37 Stopping the AltiGen Switching Service ......38 Programs Available from the Windows Start Menu .
  • Page 5 Using Pre-Recorded Prompts ....... . . 92 Recording Custom Phrases from the AltiGen Phone....93 Using Professionally Recorded Phrases .
  • Page 6 Outgoing Call Blocking ........166 HAPTER iv MAXCS ACM 6.0 Administration Manual...
  • Page 7 Setting Call Restriction Options ....... 205 MAXCS ACM 6.0 Administration Manual v...
  • Page 8 Setting VoIP Codec for IP Extension ......220 HAPTER AltiGen IP Phone Configuration ......223 HAPTER Mobile Extension Configuration .
  • Page 9 Number of Rings Before Handling ......285 MAXCS ACM 6.0 Administration Manual vii...
  • Page 10 Network Using NAT ........308 Network Configuration Guidelines for AltiGen IP Phones ....309 Configuration Guidelines for NAT .
  • Page 11 Setting Up the Client ........376 Install the AltiGen TAPI Service Provider on the Client ....376 Set Up Phone and Modem Options .
  • Page 12 Checking Extension Security....... . . 388 Start & Stop All AltiGen Services ....... . 390 Trace Collector .

  • Page 13: About This Manual

    • MaxCommunicator Manual • AltiAgent Manual • AltiSupervisor Manual • AltiConsole Manual • CDR Manual • Advanced Call Router • Alti-IP 600 Administration Manual • IP 710 User Manual • IP 705 User Manual • MAXCS ACM 6.0 Administration Manual...
  • Page 14 MAXCS ACM 6.0 Administration Manual...

  • Page 15: Overview

    Synchronize with Exchange 2003/2007 (traditional integration with performance • improvement) Bridged access to Exchange 2007. In this mode, the AltiGen voice mail will provide • an option to the user to access Exchange 2007's speech enabled voice mail system. Native VM integration with Exchange 2007. In this mode, AltiServ will use Exchange •...

  • Page 16: Pbx New Features And Enhancements

    Extension General page. In MaxCommunicator, department information can be seen in the Directory and Monitor tabs. IP Phone Programmable Key and Account Codes - When AltiGen IP phone button is configured to quickly tag a call with an account code (using Admin Defined #), no disruption occurs.
  • Page 17 E.164 number support when dialing from Outlook • A department field is displayed in the Directory and Monitor tabs • AltiAgent E.164 support for call history and return calls • E.164 number support when dialing from Outlook • MAXCS ACM 6.0 Administration Manual 5...

  • Page 18: Key System Features

    The conference initiator can mute conference members from MaxCommunicator and AltiAgent. Conference Call (MeetMe) - multiple parties can call into a pre-scheduled conference bridge to join a conference call. The conference host can mute or drop conference members. MAXCS ACM 6.0 Administration Manual...
  • Page 19 Hunt Group - a group of extensions can be set up to perform call coverage, so that if the first extension is busy, the next extension is hunted until a free extension is found. If all extensions are busy, the incoming call will be queued and listen to background music. MAXCS ACM 6.0 Administration Manual 7...

  • Page 20: C Hapter

    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 21: Automatic Call Distribution Features

    Transfer Caller to AltiGen Voice Mail System - allows user to transfer outside caller into the AltiGen Voice Mail System by pressing FLASH # 40 while connected to the caller. Transfer Caller to AA - allows a user to transfer a call to an AA by pressing FLASH #15 and then the 2- or 3-digit AA number.
  • Page 22 Workgroup and Agent’s performance summary data output to client applications. • Service Level Threshold - a time value for callers waiting in queues. The performance statistics show when workgroup calls are queued for longer than a prescribed value. MAXCS ACM 6.0 Administration Manual...
  • Page 23 Ring Next Available Member • Ring All Available Members • Ring Longest Idle Member • Ring Average Longest Idle Member • Ring Fewest Answered Calls • Ring Shortest Average Talk Time • Skill-Based Routing • MAXCS ACM 6.0 Administration Manual 11...

  • Page 24: Auto Attendant (Aa) Features

    Disable a Mailbox - voice mailboxes can be disabled so that callers cannot leave messages. Future Delivery - allows users to record a message to be delivered at a specific time and date in the future, up to one year in advance. MAXCS ACM 6.0 Administration Manual...

  • Page 25: Internet Integration Features

    Voice Mail System. If the caller ID information is not captured, the user may enter the “call back” number manually. Internet Integration Features Internet integration features include: MAXCS ACM 6.0 Administration Manual 13...

  • Page 26: System And Administration 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 27: Voice Over Ip Features

    Echo Cancellation - due to bandwidth limitations and device loading, long delays may occur during packet delivery process, which worsens the echo effect voice speech. Echo cancellation is provided to maintain reasonable voice quality. MAXCS ACM 6.0 Administration Manual 15...

  • Page 28: Multi-Site Voip Management - Enterprise Manager

    Outcall restrictions for hop off calls are configurable. SIP Trunk Support - MAXCS enables AltiGen’s system to connect to IP-based trunking service providers via SIP. SIP NAT Traversal - Allows MAXCS to connect to a remote SIP phone or IPTalk behind NAT without changing the NAT setting at the remote location.

  • Page 29: Optional Add-On Software

    Color coded priority in queue • Change caller’s priority • Record agent’s conversation with indicator • AltiReport - application that can report an agent’s and workgroup’s operation details, including summary, analysis, and charting. MAXCS ACM 6.0 Administration Manual 17...

  • Page 30: Capacities

    IP extension. IPTalk supports G.711 and G.723.1 codec only. 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 31 Chapter 1: Overview Maximum active login agents per workgroup - 256 • Total configured agents per system including all workgroups - 1280 • Total agents seats (License/Head) per system - 512 • MAXCS ACM 6.0 Administration Manual 19...

  • Page 32: C Hapter

    Chapter 1: Overview MAXCS ACM 6.0 Administration Manual...

  • Page 33: Hapter

    • Windows XP Professional with SP2 • Windows Vista Business Edition • At least 1024 x 768 Resolution is required. For Enterprise Manager Windows Server 2003 with SP2 • Windows XP Professional with SP2 • MAXCS ACM 6.0 Administration Manual 21...

  • Page 34: Cpu, Memory, And Hdd Requirements

    1 GB IDE RAID Dual 400W Pentium IV with load sharing required MAXCS Licenses The following licenses are available for all AltiGen 6.0 systems: License Type License Model MAXCS ACM Per system MAXCS ACC Per system MaxCommunicator Per extension configuration...
  • Page 35 Available resources in the system 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 MAXCS ACM 6.0 Administration Manual 23...

  • Page 36: Preparation For Installation

    Windows Update—Make sure your server has the recommended Windows Service • Pack or Update. MAXCS ACM 6.0 CD ROM—The MAXCS CD ROM that contains the MAXCS 6.0 • programs. MAXCS latest update—Check to see if there is an Update available to the MAXCS •...
  • Page 37 You can also install them in different machines, especially if you plan to grow your system. If your system is larger, install HMCP Media Server and Softswitch on different servers. MAXCS ACM 6.0 Administration Manual 25...

  • Page 38: Installing Maxadmin On A Network Client

    If you select Gateway, the next screen requires you to assign an ID to the gateway. When the installation is complete, open MaxAdministrator, choose License > License Information from the menu, and click the Registration button to register your AltiGen licenses.

  • Page 39: Troubleshooting (Error Messages)

    MAXCS is installed on c: drive) to your system environment path (through Control Panel > System > Advanced tab > Environment Variables > System Variables) after finishing the MAXCS installation but before restarting your system MAXCS ACM 6.0 Administration Manual 27...

  • Page 40: C Hapter

    Chapter 2: System Requirements and Installation Error Message Solution Failed to upgrade AltiServ databases. The previous database may be corrupted. Restore the last, known working database and try again. If error persists, contact your Authorized AltiGen Dealer. MAXCS ACM 6.0 Administration Manual...

  • Page 41: 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 6.0 Administration Manual...

  • Page 42: 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 6.0 Administration Manual...

  • Page 43: Quick Access Toolbar

    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 44: Status Bar

    The physical ID (including the ID on the faceplate of the board and the gateway ID). • If it is an all-in-one system, the gateway ID is the system itself, and the ID is 0. Double-click a board to open a configuration window for that board. Figure 3. Boards window MAXCS ACM 6.0 Administration Manual...

  • Page 45: Extension View Window

    You can click the Reset button without selecting an extension, and then type in the extension number for the extension to reset. Trunk View Window The Trunk View window displays the status of all assigned trunks. MAXCS ACM 6.0 Administration Manual 33...
  • Page 46 The Reset button resets the selected trunk(s) to the idle status if the trunk is connected to a carrier. You’ll be asked to confirm the reset, and a status message will tell you if the reset was successful. MAXCS ACM 6.0 Administration Manual...

  • Page 47: 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 48: Current Resource Statistics Window

    Network Packet Loss—the number of voice packets that have been lost due to • prolonged delays, network congestion, or routing failure JB Packet Loss—the number of voice packets that have been discarded due to • jitter buffer overflow MAXCS ACM 6.0 Administration Manual...

  • Page 49: Assigning Client Licenses

    MaxCommunicator • AltiAgent • AltiSupervisor • AltiConsole • IP Talk • TAPI • Integration Connector • Assign seat-based licenses to extensions in the Client License Management configuration screen (License > Client License Management). MAXCS ACM 6.0 Administration Manual 37...

  • Page 50: 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 51: 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 395. 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 52: C Hapter

    Chapter 3: Getting Around MaxAdministrator MAXCS ACM 6.0 Administration Manual...

  • Page 53: 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 6.0 Administration Manual 41...

  • Page 54: 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 6.0 Administration Manual...
  • Page 55 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 6.0 Administration Manual 43...

  • Page 56: 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 6.0 Administration Manual...
  • Page 57 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 6.0 Administration Manual 45...
  • Page 58 “*” 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 6.0 Administration Manual...
  • Page 59 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 6.0 Administration Manual 47...
  • Page 60 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 6.0 Administration Manual...
  • Page 61 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 6.0 Administration Manual 49...

  • Page 62: 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 6.0 Administration Manual...

  • Page 63: 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 6.0 Administration Manual 51...
  • Page 64 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 6.0 Administration Manual...

  • Page 65: Configuring System Speed Dialing

    Speed dial settings for individual extensions are set in Extension Configuration. (See “Setting up Station Speed Dialing” on page 196.) To configure Speed Dialing, select System > System Configuration, and then click the System Speed tab. MAXCS ACM 6.0 Administration Manual 53...
  • Page 66 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 6.0 Administration Manual...

  • Page 67: 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 6.0 Administration Manual 55...

  • Page 68: 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 6.0 Administration Manual...

  • Page 69: 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 177. MAXCS ACM 6.0 Administration Manual 57...

  • Page 70: Creating Account Codes

    “Setting Personal Information” on page 187. 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 6.0 Administration Manual...

  • Page 71: 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 6.0 Administration Manual 59...

  • Page 72: 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 73: 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 6.0 Administration Manual 61...

  • Page 74: 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 6.0 Administration Manual...
  • Page 75 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 6.0 Administration Manual 63...

  • Page 76: 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 77: Setting Greeting And Update Prompts

    AltiConsole when the extension user is absent. MaxCommunicator users, AltiAgent 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 78 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 6.0 Administration Manual...

  • Page 79: Feature Profiles

    #81 – Hands Free Mode #82 – Dial Tone Disabled Call Management: #26 – Station Logout #27 – Station Login #32 – Enter Account Code #33 – Do Not Disturb #36 – Call Forwarding MAXCS ACM 6.0 Administration Manual 67...
  • Page 80 #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 81: 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 82: 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 Media Server/Gateway Management window.

  • Page 83: Setting Parameters

    Lists all gateways that have been added using the Add button in this window. Status Shows the status of the selected gateway: active, disconnected, initializing, resetting, failed. (Read-only field.) Name The name you gave the selected gateway for easy identification. MAXCS ACM 6.0 Administration Manual 71...
  • Page 84 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 85: Adding And Attaching A Gateway

    4. Select the type: Media Server or Gateway. 5. Enter the IP address of the gateway. 6. Create a password for this gateway. The password is used for access to the Media Server/Gateway Configuration Tool for the gateway. MAXCS ACM 6.0 Administration Manual 73...

  • Page 86: 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 Media Server/Gateway Management window. This opens the Gateway Configuration Tool. Make your changes, and click Apply. MAXCS ACM 6.0 Administration Manual...

  • Page 87: Media Server/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 6.0 Administration Manual 75...
  • Page 88 Chapter 5: Media Server and Gateway Management Parameter Description Status The status of the gateway: active, disconnected, initializing, resetting, failed. Current Softswitch IP The IP address of the machine running MAXCS. Address Product Version The software version of the gateway service. MAXCS ACM 6.0 Administration Manual...

  • Page 89: 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 6.0 Administration Manual 77...

  • Page 90: 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 6.0 Administration Manual...

  • Page 91: 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 198.

  • Page 92: C Hapter

    Bridged Access to Through bridged access integration, via a SIP connection, Exchange 2007 AltiGen’s voice mail will provide an option to the user to directly access the Exchange 2007 Speech Enabled Attendant (by pressing 7 in extension voice mail after entering the password).

  • Page 93: Setting E-Mail Messaging Options

    MaxCommunicator, the VM attribute will be changed in Exchange 2007 accordingly. Personal options usually invoked by pressing 4 on the AltiGen VM menu can now be invoked by pressing #14 when Native VM Integration is selected . The following AltiGen voice mail...

  • Page 94: Creating Distribution Lists

    MaxCommunicator or AltiAgent 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 6.0 Administration Manual...

  • Page 95: 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 6.0 Administration Manual 83...

  • Page 96: C Hapter

    Chapter 6: Voice Mail Configuration MAXCS ACM 6.0 Administration Manual...

  • Page 97: Hapter

    2. Record phrases for each menu level or use the pre-recorded phrases that are available to you. See “Phrase Management” on page 92 for more details on how to MAXCS ACM 6.0 Administration Manual 85...

  • Page 98: Example: Aa Planning

    The first 16 AAs are provided with the menus blank. You can edit these as described in “Editing Auto Attendants” on page 88. You don’t need to add a new AA if you’re going to use 16 or fewer. MAXCS ACM 6.0 Administration Manual...
  • Page 99 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 6.0 Administration Manual 87...

  • Page 100: Editing 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 6.0 Administration Manual...
  • Page 101 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 6.0 Administration Manual 89...
  • Page 102 "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 6.0 Administration Manual...
  • Page 103 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 6.0 Administration Manual 91...

  • Page 104: 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 6.0 Administration Manual...

  • Page 105: 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 106 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 107: 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 108: 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 109: 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 6.0 Administration Manual 97...

  • Page 110: 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 6.0 Administration Manual...

  • Page 111: 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 6.0 Administration Manual 99...

  • Page 112: 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 6.0 Administration Manual...

  • Page 113: 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 6.0 Administration Manual 101...

  • Page 114: 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 6.0 Administration Manual...

  • Page 115: 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 6.0 Administration Manual 103...

  • Page 116: 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 6.0 Administration Manual...

  • Page 117: 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 6.0 Administration Manual 105...
  • Page 118 Figure 3. “Sign up for online storage or connect to a network server” link This invokes the Add Network Place Wizard. Figure 4. Add Network Place Wizard 3. Click Next. You’ll see the screen below: Figure 5. Add Network Place Wizard MAXCS ACM 6.0 Administration Manual...
  • Page 119 Click View some examples for correct formatting. Then click Next.The following screen is displayed: Figure 7. Add Network Place Wizard - Shortcut Name 6. Type in a name for the network place and click Next. A confirmation screen appears: MAXCS ACM 6.0 Administration Manual 107...
  • Page 120 7. Click Finish. The network place you created should appear on the desktop. Figure 9. Network Place Created 8. In the Recording Configuration window, use the Browse button to select the network place as the destination folder. MAXCS ACM 6.0 Administration Manual...

  • Page 121: C Hapter

    Chapter 9: Call Recording Configuration Figure 10. Recording Configuration Window MAXCS ACM 6.0 Administration Manual 109...
  • Page 122 Chapter 9: Call Recording Configuration MAXCS ACM 6.0 Administration Manual...

  • Page 123: 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 124: Application Failover Plan

    The Application Failover Plan ensures that a call made to the extension will be automatically transferred if the application is not available. Use the If application is not available, forward to drop-down list to select the forwarding destination. The options are: MAXCS ACM 6.0 Administration Manual...

  • Page 125: 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 112 changes to “connected.” MAXCS ACM 6.0 Administration Manual 113...

  • Page 126: C Hapter

    Chapter 10: Application Extension Configuration MAXCS ACM 6.0 Administration Manual...

  • Page 127: Board Configuration

    Virtual Board HMCP, page 134 • MAX1000 Board, page 141 • For information on how to install AltiGen boards, refer to the Quick Installation Guide provided with every board package. Board attributes and functions are accessible from the Boards window. Figure 1. Boards window...
  • Page 128 Be sure to inform all users before resetting a board. Additionally, if the board is a resource board (VoIP 12 port, VoIP 30 port, Triton resource board, 30-party conference board), resetting it will disconnect all calls that use the resource. MAXCS ACM 6.0 Administration Manual...

  • Page 129: Using The Triton Resource Board

    Figure 2. Note the following additional information: Double-clicking a channel in the Channel Mapping List opens a Triton Analog Line • configuration dialog box. See “Triton Analog Station Line Properties” on page 191. MAXCS ACM 6.0 Administration Manual 117...

  • Page 130: Configuring The Triton Analog Trunk Ls/Gs And Ls Boards

    Clicking the Board Configuration button opens the following dialog box that • displays the board’s serial number, DSP clock, physical and logical IDs. For information on adding and removing mobile trunks, see “Mobile Extension Configuration” on page 229. Figure 4. Board Configuration dialog box MAXCS ACM 6.0 Administration Manual...

  • Page 131: 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 116.

  • Page 132: Configuring The Board

    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. Figure 6. Triton T1/E1 Configuration dialog box (For information on adding and removing mobile trunks, see “Mobile Extension Configuration” on page 229.) MAXCS ACM 6.0 Administration Manual...
  • Page 133 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 Figure 8. Triton E1 configuration dialog box MAXCS ACM 6.0 Administration Manual 121...
  • Page 134 Indicator L1 failure: <No Sync Layer 1 failure, physical Possible span mis- Frames layer; no valid framing is configuration (ESF is detected. selected but the actual framing is SF, or vice versa). Check span configuration. MAXCS ACM 6.0 Administration Manual...
  • Page 135 SLC-96 and F-bit or sync bit error in SF. Transmit Frame Slips counter shows the number of Xmt Frame Slips frame slips for the transmitter Use the Clear button to reset the statistics counters. Clear button MAXCS ACM 6.0 Administration Manual 123...
  • Page 136 System Clock Master setup should be set according to the follow conditions: If all of the T1/E1 boards are connected to a carrier’s switch, the System Clock • Master check box must not be checked for any of the T1/E1 boards. MAXCS ACM 6.0 Administration Manual...

  • Page 137: Setting Up Channels On The Triton T1/E1 Board

    T1 to PRI or vice versa. Otherwise, the system will generate garbage call records to your internal or external logger service. See “Setting General Trunk Attributes” on page 146 for details. Figure 9. T1 PRI Protocol Configuration dialog box (top half) MAXCS ACM 6.0 Administration Manual 125...
  • Page 138 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: Figure 11. E1 PRI Protocol Configuration dialog box (top half) MAXCS ACM 6.0 Administration Manual...
  • Page 139 If you select a Span Type of Regular ISDN PRI in the T1 PRI Configuration Window, use the following guidelines to set the ISDN PRI Switch mode. Figure 13. T1 PRI Switch Mode The top four settings are used for a connection to a CO switch: AT&T 4ESS PRI • MAXCS ACM 6.0 Administration Manual 127...
  • Page 140 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 6.0 Administration Manual...
  • Page 141 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 6.0 Administration Manual 129...
  • Page 142 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 143 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 6.0 Administration Manual 131...

  • Page 144: Installing A Channel Service Unit (Csu)

    2. T1 is installed but not turned on because there is no termination device for a period of time. 3. T1 is turned on but channel is not in service. MAXCS provides basic troubleshooting information in the T1 Span Configuration window, described in “T1 and E1 Configuration” on page 121. MAXCS ACM 6.0 Administration Manual...

  • Page 145: 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 6.0 Administration Manual 133...

  • Page 146: 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 6.0 Administration Manual...
  • Page 147 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 148 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 • Station Conference Members — 120 • MeetMe Conference Members — 120 • MAXCS ACM 6.0 Administration Manual...

  • Page 149: 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 6.0 Administration Manual 137...
  • Page 150 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 6.0 Administration Manual...
  • Page 151 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 6.0 Administration Manual 139...
  • Page 152 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 6.0 Administration Manual...

  • Page 153: Configuring The Max Board

    Protocol Configuration dialog box. For information on configuring protocol, see “Setting up Channels on the Triton T1/E1 Board” on page 125. Double-clicking a channel in the Channel Mapping List opens the appropriate configuration dialog box for that channel. MAXCS ACM 6.0 Administration Manual 141...

  • Page 154: Configuring The Virtual Mobileext Board

    Only one gateway can include a MobileExt board, even if the system consists of multiple gateways. Configuring the virtual MobileExt board is discussed on page 230 in the chapter “Mobile Extension Configuration.” MAXCS ACM 6.0 Administration Manual...

  • Page 155: Hapter

    To find out channel information, right-click a trunk in the Trunk View window (shown in Figure 2, below), and select Channel Physical Location. The Channel Information box appears, displaying logical board ID, board name, channel group type, and channel ID: MAXCS ACM 6.0 Administration Manual 143...

  • Page 156: 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 6.0 Administration Manual...

  • Page 157: 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 6.0 Administration Manual 145...

  • Page 158: 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 6.0 Administration Manual...
  • Page 159 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 6.0 Administration Manual 147...
  • Page 160 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 AltiServ that it is a Centrex transfer: If a call is connected to an extension, the extension user needs to dial •...
  • Page 161 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 162: H323 Tie Trunk Properties

    Figure 4. Configuration dialog box for a Triton VoIP channel See “Configuring the SIPSP Board” on page 133 for board configuration information. This is signal only trunks. Make sure you have enough IP resource boards to cover Note: your needs. MAXCS ACM 6.0 Administration Manual...

  • Page 163: 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 164 Enable Channel—After all above parameters are entered correctly, check this box • to activate the channel. The AltiGen system will send authentication to the service provider to verify the setting. To copy the information in one row to other rows, select the row and click Copy To. Then select the rows you want to copy the information to, using CTRL+click and Shift+click to select several rows.

  • Page 165: 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 6.0 Administration Manual 153...
  • Page 166 “Configuring One or Multiple Trunks” on page 146, 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 6.0 Administration Manual...

  • Page 167: 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 6.0 Administration Manual 155...

  • Page 168: 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 6.0 Administration Manual...
  • Page 169 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 6.0 Administration Manual 157...
  • Page 170 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 6.0 Administration Manual...

  • Page 171: 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 6.0 Administration Manual 159...

  • Page 172: 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 6.0 Administration Manual...

  • Page 173: 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 6.0 Administration Manual 161...
  • Page 174 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 6.0 Administration Manual...
  • Page 175 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 6.0 Administration Manual 163...
  • Page 176 Chapter 12: Trunk Configuration If the reading is worse than -18 dB, you should contact your CO to adjust the line loss to the acceptable range. MAXCS ACM 6.0 Administration Manual...

  • Page 177: 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 50): During Business Hours • MAXCS ACM 6.0 Administration Manual 165...

  • Page 178: 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 6.0 Administration Manual...

  • Page 179: 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 6.0 Administration Manual 167...

  • Page 180: 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 6.0 Administration Manual...

  • Page 181: 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 6.0 Administration Manual 169...

  • Page 182: 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 50): During Business Hours • Outside Business Hours • Non Workdays • MAXCS ACM 6.0 Administration Manual...
  • Page 183 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 95. MAXCS ACM 6.0 Administration Manual 171...

  • Page 184: C Hapter

    Chapter 13: In Call Routing Configuration MAXCS ACM 6.0 Administration Manual...

  • Page 185: 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 186: 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 6.0 Administration Manual...

  • Page 187: 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 6.0 Administration Manual 175...

  • Page 188: 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 6.0 Administration Manual...

  • Page 189: 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 6.0 Administration Manual 177...
  • Page 190 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 6.0 Administration Manual...
  • Page 191 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 6.0 Administration Manual 179...

  • Page 192: 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 6.0 Administration Manual...
  • Page 193 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 6.0 Administration Manual 181...

  • Page 194: 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 195 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 6.0 Administration Manual 183...
  • Page 196 Chapter 14: Out Call Routing Configuration MAXCS ACM 6.0 Administration Manual...

  • Page 197: Hapter

    111. To set up an IP extension, see “Setting Up IP Extensions” on page 215. To set up a mobile extension, see “Mobile Extension Configuration” on page 229. Figure 1. Extension Configuration window MAXCS ACM 6.0 Administration Manual 185...

  • Page 198: About The Apply To Button

    • unavailable when the Enable IP Extension option is not checked. When Enable IP Extension is checked, it will allow the AltiGen IP phone to log on as an IP extension. About the Apply To Button A change you make to an extension can often be applied to one or more other extensions by using the Apply To button.

  • Page 199: Setting Personal Information

    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 6.0 Administration Manual 187...
  • Page 200 If voice mail and system phrases have been translated into other languages and properly added to the C:\PostOffice\Phrases directory, the languages will be selectable from the Language drop-down list. (See “Multilingual Configuration” on page 95 for information on adding translated prompts to the MAXCS system). MAXCS ACM 6.0 Administration Manual...

  • Page 201: Account Code

    MaxCommunicator and AltiAgent. This prevents the user from seeing account codes they do not need to see. Call Recording Options The system administrator can specify the following non-workgroup call recording options for an agent extension: MAXCS ACM 6.0 Administration Manual 189...
  • Page 202 Except for license assignment, the recording setting in Extension Configuration only • applies to non-workgroup calls. The recording setting in Workgroup Configuration only applies to workgroup calls. To allow an agent to record all calls (non-workgroup and workgroup), both recording settings must be enabled. MAXCS ACM 6.0 Administration Manual...

  • Page 203: Physical Location And Type

    If you select a Triton Analog Station Board extension and click the Line Properties button, you’ll see the 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. MAXCS ACM 6.0 Administration Manual 191...
  • Page 204 • FSK/MDMF—Frequency Shift Keying/Multiple Data Message Format indicator. (Default for US/ Canada installation.) Flash Duration Specifies the Flash Duration time in milliseconds: • 85-750 (default) • 50-600 • 100-700 • 150-800 • 200-900 • 300-1000 MAXCS ACM 6.0 Administration Manual...

  • Page 205: Ip Extension Configuration

    In the Phone Display field, use the Number Line and Name Line drop-down lists to select the caller information to display: Caller Number • Caller Name • DNIS Number • DNIS Name • AA Data • User Data • MAXCS ACM 6.0 Administration Manual 193...

  • Page 206: Configuring Group Options For An Extension

    2. Click the Group tab. You see a list of groups the extension is a member of and a list of groups the extension is not a member of. If the extension is an agent, both workgroups and hunt groups are shown. If the extension is not an agent, only hunt groups are shown. MAXCS ACM 6.0 Administration Manual...
  • Page 207 2. Using the drop-down lists, select the minutes and seconds for the delay. Be sure to set at least enough time (for example, 5 seconds) to allow an agent to click the “Wait” button in AltiAgent after putting the caller on hold and going onhook. MAXCS ACM 6.0 Administration Manual 195...

  • Page 208: 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. MAXCS ACM 6.0 Administration Manual...

  • Page 209: Setting The Mailbox Options

    The Mail Management settings define how voice messages are handled for an extension: whether the mailbox is information only or is full-featured, how messages are announced and processed, and how much capacity is allotted to message storage. MAXCS ACM 6.0 Administration Manual 197...

  • Page 210: Setting An Information-Only Mailbox

    If, in the Voice Mail Configuration screen, you chose the Native VM Integration with Exchange 2007 option, this check box is checked by default, whether the selected mailbox is found in the Exchange or not. To disable the selected extension’s mailbox, check Disable Mailbox. MAXCS ACM 6.0 Administration Manual...

  • Page 211: Smtp/Pop3 Setting

    Play the Newest Selected, new voicemail will be retrieved first. When not Voice Message selected, the system will play voicemail based on first-in-first- First out (FIFO). MAXCS ACM 6.0 Administration Manual 199...

  • Page 212: Press "0" Option

    The Notification tab of Extension Configuration provides for setting notification options on new incoming e-mail as well as voice messages. To work with notification settings, select the extension number from the Agent/ Supervisor/Extension list, then click the Notification tab. MAXCS ACM 6.0 Administration Manual...

  • Page 213: Setting The Message Types For Notification

    Chapter 15: Extension Configuration Figure 6. Extension Configuration, Notification tab Individual users can also configure Message Notification within the AltiGen client applications MaxCommunicator and AltiAgent. You can use Apply to to apply notification settings to one, some, or all Note: extensions.

  • Page 214: Emergency Notification

    5. Choose Decimal as the Base option. 6. Type the value you want (see the allowed range listed above) in the Value data text box, and click OK. 7. The value you enter appears in parentheses in the Data column. MAXCS ACM 6.0 Administration Manual...

  • Page 215: 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 216: Setting Notification Timing

    System Configuration, Business Hours tab (see “Setting Business Hours” on page 50). From/To—notification during a specified time of day. Select the hours in the From • and To time scroll boxes. Any Time—notification at all times (every day). • MAXCS ACM 6.0 Administration Manual...

  • Page 217: Enabling Message Notification

    Internal Calls Only—extension-to-extension. • Internal, Local, and Unrestricted Area Codes—Allow extension to call internal, • local, and area codes defined in the Unrestricted Area Codes in the Call Restriction tab of the System Configuration window. MAXCS ACM 6.0 Administration Manual 205...

  • Page 218: 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 219: Forwarding All Calls

    To enable call forwarding, check the Enable Call Forward to check box, then, using the drop-down list, indicate the forwarding destination. You can use Apply to to act on multiple extensions, with the restrictions discussed in the previous section. The forwarding options are as follows: MAXCS ACM 6.0 Administration Manual 207...

  • Page 220: Do Not Disturb

    Enable Do Not Disturb—Check this option to send all calls for the selected extension(s) to the extension’s voice mail. This feature is also accessible by the user at the user’s station by dialing #33. Note that this overrides any One Number Access settings for the extension. MAXCS ACM 6.0 Administration Manual...

  • Page 221: Handling Busy Calls

    • 10-Hop Limit to Call Forwarding for Direct Calls” on page 207. Forward to Voice Mail • Forward to AA—select the auto attendant number to use in the drop-down list • under the option. MAXCS ACM 6.0 Administration Manual 209...

  • Page 222: Configuring One Number Access

    Figure 9. Enable One Number Access option on the Answering tab Also, if the Enable Do Not Disturb option is selected in the Answering tab, the call is forwarded to voice mail regardless of ONA settings. MAXCS ACM 6.0 Administration Manual...

  • Page 223: One Number Access Options

    Disable on this tab does not destroy the data you might have entered. For example, if you entered a group of Caller IDs to use to identify the caller, these will be available if you enable one number access at a future time. MAXCS ACM 6.0 Administration Manual 211...

  • Page 224: Call Screening

    If the ONA call is not answered within the ring duration, the system will terminate the ONA call. This option will prevent a cell phone voice mail from answering the ONA call and recording the ONA announcement phrase into the cell phone voice mail box. MAXCS ACM 6.0 Administration Manual...

  • Page 225: Setting Up Monitor Lists

    The monitor list is available in the MaxCommunicator and AltiAgent 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 226: C Hapter

    Check the Trunk Monitor Enable check box to allow monitoring of the AltiLink Plus trunk events at the selected extension. Click the Default button to return the settings to the default—the extension can monitor its own calls. MAXCS ACM 6.0 Administration Manual...

  • Page 227: Hapter

    H A P T E R Setting Up IP Extensions The AltiGen IP phone communicates with the system using SIP protocol to establish the signaling channel and media channel (the voice steam, using RTP protocol). With SIP implementation, the system establishes a signaling channel to an IP phone when the IP phone is in use.
  • Page 228 SIP Virtual Board—Establishes a logical board ID relationship with other types of • physical boards in the system (displayed on Board View window as SIPSP board). SIP Signaling Channel—Creates SIP signaling channels for IP Extensions (access • through SIPSP board, Channel Group configuration). MAXCS ACM 6.0 Administration Manual...
  • Page 229 NAT router exists between AltiServ and remote IP phone • SIP supports a direct connection of the voice stream between SIP phones. H.323 tie- trunks still require the voice stream to connect to the server. MAXCS ACM 6.0 Administration Manual 217...
  • Page 230 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 6.0 Administration Manual...

  • Page 231: 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 232: Setting Voip Codec For Ip Extension

    • 10.0.0.0 ~ 10.255.255.255 • 172.16.0.0 ~ 172.31.255.255 • When an IP phone registers to an IP extension, the system will check the IP address to determine which codec to use for the IP phone. MAXCS ACM 6.0 Administration Manual...

  • Page 233: C Hapter

    Prefer G.729 support G.723.1, if desired. To set up the VoIP codec and define IP address ranges, see “Setting VoIP Codec Profiles” on page 320 and “Assigning Codec Profiles to IP Addresses” on page 322. MAXCS ACM 6.0 Administration Manual 221...
  • Page 234 Chapter 16: Setting Up IP Extensions MAXCS ACM 6.0 Administration Manual...

  • Page 235: Hapter

    H A P T E R AltiGen IP Phone Configuration AltiGen manufactures a series of IP phones. The system administrator can control and program the following areas for each type of AltiGen IP phone: Specify the server IP address that the IP phone needs to register •...
  • Page 236 Chapter 17: 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: Figure 1. IP Phone Configuration General tab The left side of the IP Phone Configuration window displays all the IP phone extensions that have been set up in the system.
  • Page 237 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 238: C Hapter

    Chapter 17: AltiGen IP Phone Configuration After setting parameters on the General tab, go to the tab that corresponds to the phone type, and configure the programmable keys (plus the Display Workgroup Status field on the Alti-IP 600 and IP 705). Programmable key settings are described in the next table.
  • Page 239 (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 6.0 Administration Manual 227...
  • Page 240 (Alti-IP 600) Upon initial installation, the lower left programmable key is set up as FLASH by default. This key can be re-assigned in MaxAdmin, using the AltiGen IP Phone Configuration window. No other programmable keys can be configured to FLASH.

  • Page 241: 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 242: Mobile Extension Diagram

    Setting Up a Mobile Extension To set up a Mobile Extension Board 1. In the Boards window, double-click a Triton board (PRI board strongly recommended) to be used as a mobile trunk, then click the Board Configuration MAXCS ACM 6.0 Administration Manual...
  • Page 243 Although a whole PRI span is added, if Mobile Trunk Allocation is selected Note: as Shared (see Figure 5 on page 234), individual trunks, when idle, still can be used dynamically by normal PRI trunk traffic or mobile extensions. MAXCS ACM 6.0 Administration Manual 231...
  • Page 244 4. Note the logical ID of the MobileExt board. In Figure 3, it is 15. To set up a mobile extension 1. Open the Extension Configuration window. 2. To assign an extension to a mobile extension port, select a virtual extension and change it to a physical extension. MAXCS ACM 6.0 Administration Manual...
  • Page 245 The new location is displayed in the Extension View window. 4. With the extension selected, click the Line Properties button to configure the mobile PSTN number and other options for this mobile extension. The ExtensionAnywhere Configuration - MobileExt dialog box opens. MAXCS ACM 6.0 Administration Manual 233...
  • Page 246 ID verification if a mobile trunk port is dedicated to this mobile extension. The mobile extension user will hear a dial tone when calling into this specific trunk port. Use the Browse button (…) to select the desired mobile trunk. MAXCS ACM 6.0 Administration Manual...
  • Page 247 5. In the Boards view of MaxAdmin, double-click the MobileExt board. A Board Configuration dialog box opens. 6. In the Board Configuration dialog box, double-click the channel group (on the right- hand side). The following dialog box opens: MAXCS ACM 6.0 Administration Manual 235...
  • Page 248 ID, trunk allocation (shared or dedicated), phrase 1 (Play Phrase After Answered), and phrase 2 (Play Phrase Before Dial Tone) of each extension port. Mobile Trunks table—displays fields for the board, span, channel, trunk • allocation, mobile extension and status of each mobile trunk. MAXCS ACM 6.0 Administration Manual...

  • Page 249: Voice Mail For Mobile Extensions

    You can check the Press any key to answer call option to prevent this problem. Only analog trunks can be allocated as dedicated mobile trunks. • MAXCS ACM 6.0 Administration Manual 237...

  • Page 250: C Hapter

    Chapter 18: Mobile Extension Configuration MAXCS ACM 6.0 Administration Manual...

  • Page 251: 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 6.0 Administration Manual 239...

  • Page 252: Overview Of Huntgroup Configuration Window

    Setting Up Huntgroups Set up new huntgroups in the Huntgroup Configuration window. MAXCS ACM 6.0 Administration Manual...

  • Page 253: Establishing Basic Hunt Group Attributes

    DID incoming call. Enable Dial-By-Name Service—check this box to allow callers to search the list by • employee name for this hunt group extension. Description—describe the purpose of this hunt group. • MAXCS ACM 6.0 Administration Manual 241...

  • Page 254: 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 255: Setting Login Status For System Restart

    Setting Hunt Group Mail Management The Mail Management settings define how voice messages are handled for a hunt group, including how messages are announced and processed, and how much capacity is allotted to message storage. MAXCS ACM 6.0 Administration Manual 243...

  • Page 256: Disabling A Mailbox

    For example, the default e-mail name for hunt group 500 would be ext500. Retrieve Voice Mail by E-mail Client—selected, this sends voice mail to the user’s • e-mail as an attachment. Deselected, voice mail is retrieved as voice mail. MAXCS ACM 6.0 Administration Manual...

  • Page 257: 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 6.0 Administration Manual 245...

  • Page 258: 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 259: 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 260: Setting Notification Business Hours

    See “Apply to Button” on page 240 for more information on using Apply to. To work with hunt group call handling options, click the Call Handling tab in the Huntgroup Configuration window, and select the hunt group number from the Group List. MAXCS ACM 6.0 Administration Manual...

  • Page 261: Handling Busy Calls

    The forwarding options are as follows: To Voice Mail • To an Extension—select an extension number in the drop-down list. • To AA—select the AA to use in the drop-down list under the option. • MAXCS ACM 6.0 Administration Manual 249...

  • Page 262: 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 263 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 249. MAXCS ACM 6.0 Administration Manual 251...

  • Page 264: 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 6.0 Administration Manual...

  • Page 265: 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 266 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 6.0 Administration Manual...
  • Page 267 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 6.0 Administration Manual 255...
  • Page 268 Chapter 20: Paging Group Configuration MAXCS ACM 6.0 Administration Manual...

  • Page 269: Hapter

    • the Line Park Group. The park line is released when the call disconnects, is answered, or is forwarded due • to time out. To configure line park, select PBX > Line Park Configuration. MAXCS ACM 6.0 Administration Manual 257...
  • Page 270 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 6.0 Administration Manual...
  • Page 271 #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 6.0 Administration Manual 259...

  • Page 272: C Hapter

    Chapter 21: Line Park Configuration MAXCS ACM 6.0 Administration Manual...

  • Page 273: 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 274 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 6.0 Administration Manual...
  • Page 275 AltiSupervisor can change a call’s priority level if the WG’s supervisor queue control • option is enabled. (Allow Call Redirect/Priority Change) MAXCS ACM 6.0 Administration Manual 263...

  • Page 276: 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 6.0 Administration Manual...

  • Page 277: 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 6.0 Administration Manual 265...

  • Page 278: 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 6.0 Administration Manual...

  • Page 279: Service Level Threshold

    Total Answered Calls – Total Abandoned Calls – Total Overflowed/Redirected Calls – Workgroup Recording Options The system administrator can specify the following workgroup call recording options for a workgroup: MAXCS ACM 6.0 Administration Manual 267...
  • Page 280 For each agent you can change the option Record N out of 10 calls. For example, if you set to record 4 out of 10 calls, the 1st-4th and 11th-14th, and so on, will be recorded. Using this example, in the following table the shaded calls will be recorded: MAXCS ACM 6.0 Administration Manual...

  • Page 281: 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 6.0 Administration Manual 269...
  • Page 282 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 273.) MAXCS ACM 6.0 Administration Manual...

  • Page 283: 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 6.0 Administration Manual 271...
  • Page 284 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 50). MAXCS ACM 6.0 Administration Manual...

  • Page 285: 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 6.0 Administration Manual 273...
  • Page 286 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 6.0 Administration Manual...

  • Page 287: 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 274) as if you were setting a ceiling on the resources you are willing to use for MAXCS ACM 6.0 Administration Manual 275...
  • Page 288 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 6.0 Administration Manual...

  • Page 289: 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 6.0 Administration Manual 277...

  • Page 290: Disabling A Mailbox

    For example, the default e-mail name for workgroup 500 would be ext500. Retrieve Voice Mail by E-mail Client—selected, this sends voice mail to the user • extension as an e-mail attachment. Deselected, voice mail is retrieved as voice mail. MAXCS ACM 6.0 Administration Manual...

  • Page 291: 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 6.0 Administration Manual 279...

  • Page 292: Press "0" 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. MAXCS ACM 6.0 Administration Manual...

  • Page 293: Setting The Message Types For 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 294: Setting Notification Timing

    System Configuration, Business Hours tab (see “Setting Business Hours” on page 50). From/To—notification during a specified time of day. Select the hours in the From • and To time scroll boxes. Any Time—notification at all times (every day). • MAXCS ACM 6.0 Administration Manual...

  • Page 295: Setting Call Handling Options

    If there is no agent logged in at this moment, the system will use Group Logout Handling to handle this call. Group Voice Mail • AA—forward caller to an auto attendant. • Extension—forward caller to an extension. • MAXCS ACM 6.0 Administration Manual 283...

  • Page 296: Forwarding All 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 297: Number Of Rings Before Handling

    If members are using IP extensions, the system will not use the IP codec channel during ringing all IP phones. Only one codec will be used when a member of a workgroup answers the call. MAXCS ACM 6.0 Administration Manual 285...
  • Page 298 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 284. MAXCS ACM 6.0 Administration Manual...
  • Page 299 SKLR to 1 and set call coverage rule to "Equal or Lower than SKLR of Incoming Call". This will eliminate the complexity of matching caller's SKLR to agent's skill level. MAXCS ACM 6.0 Administration Manual 287...

  • Page 300: Queue Management - Basic

    You can set up the system to announce a caller’s queue status—queue position and expected queue time—when an incoming call enters a workgroup queue. To enable this option, check Enable Announcement, then check Queue Position and/or Expected Queue Time. MAXCS ACM 6.0 Administration Manual...

  • Page 301: 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 6.0 Administration Manual 289...

  • Page 302: Quit Queue Option

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

  • Page 303: Queue Management - Advanced

    Advanced Queue Management (AQM) application configuration window with tabs for configuring Announcement, Menu Selection, and Queue Overflow. Announcement The Announcement tab allows for configuration of queue announcements. Figure 13. Workgroup Configuration, Advanced Queue Management, Announcement tab To configure queue announcements: MAXCS ACM 6.0 Administration Manual 291...

  • Page 304: Menu Selection

    3. Use the drop-down list to select one of the following actions: Transfer to Extension/Other Group • Transfer to AA • Transfer to Operator • Transfer to Outside Number • Transfer to Group VM • Play prompts • MAXCS ACM 6.0 Administration Manual...

  • Page 305: 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 6.0 Administration Manual 293...

  • Page 306: 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 6.0 Administration Manual...

  • Page 307: C Hapter

    To require logout reasons, check the Logout reason code required check box. If you don’t want to require reason codes, deselect the check box. To define reason codes, type the associated reason into the text box next to the code you want to associate with the reason. MAXCS ACM 6.0 Administration Manual 295...
  • Page 308 Chapter 22: Workgroup Configuration MAXCS ACM 6.0 Administration Manual...

  • Page 309: 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 6.0 Administration Manual 297...

  • Page 310: 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 6.0 Administration Manual...

  • Page 311: 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 6.0 Administration Manual 299...

  • Page 312: 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 6.0 Administration Manual...
  • Page 313 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 6.0 Administration Manual 301...
  • Page 314 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 6.0 Administration Manual...

  • Page 315: 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 6.0 Administration Manual 303...

  • Page 316: 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 6.0 Administration Manual...

  • Page 317: 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 6.0 Administration Manual 305...
  • Page 318 Chapter 23: Managing and Using MeetMe Conference MAXCS ACM 6.0 Administration Manual...

  • Page 319: Hapter

    • WAN Bandwidth The following table lists bandwidth requirements for various transmission media with different codecs and frame sizes. It assumes silence suppression is not turned on. (The same table appears on page 316.) MAXCS ACM 6.0 Administration Manual 307...

  • Page 320: Wan Router Configuration

    Your MAXCS ACM server's IP address matches any of the following numbers – (where x is any number from 0-255): 10.x.x.x • 172.16.x.x to 172.32.x.x • 192.168.x.x • You are able to connect to the Internet directly without using a proxy server. – MAXCS ACM 6.0 Administration Manual...

  • Page 321: Network Configuration Guidelines For Altigen Ip Phones

    The section discusses the configuration guidelines when AltiServ is behind NAT (Network Address Translation) and communication to AltiGen IP phones, IPTalk, or another AltiServ is over WAN. AltiGen SIP phones support NAT traversal, which does not require special settings on the NAT router at the remote site.
  • Page 322 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. Router 2 • MAXCS ACM 6.0 Administration Manual...

  • Page 323: Vpn Network Configuration Example

    Chapter 24: Network Configuration Guidelines for VoIP 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 324 (specifies the public IP Address address of the remote gateway which can access the VPN tunnel at the branch office) Linksys is for reference only. AltiGen has not certified this product or any other router at this time. MAXCS ACM 6.0 Administration Manual...
  • Page 325 (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 6.0 Administration Manual 313...

  • Page 326: C Hapter

    Chapter 24: Network Configuration Guidelines for VoIP MAXCS ACM 6.0 Administration Manual...

  • Page 327: Hapter

    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 328: Understanding Voip Bandwidth Requirements

    It assumes silence suppression is not turned on. (The same table appears on page 307.) VoIP Bandwidth requirement for WAN connection varies depending on the type of WAN. Bandwidth requirement typically is less than Ethernet requirement. MAXCS ACM 6.0 Administration Manual...

  • Page 329: 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 6.0 Administration Manual 317...
  • Page 330 Click a tab to view or configure settings on that tab. Information on a tab is related to the selected server. Click buttons in the toolbar to perform configuration tasks. Click a column heading to sort by that column. MAXCS ACM 6.0 Administration Manual...

  • Page 331: Changing The Enterprise Manager Password

    To change the password, click the Password button at the top of the Enterprise Manager window. The following dialog box opens: Enter the old password, and the new password. Confirm the password, and click OK. MAXCS ACM 6.0 Administration Manual 319...

  • Page 332: Setting Voip Codec Profiles

    • To open a window where you can set or modify codec profiles, click the Codec button in the Enterprise Manager toolbar. The following window opens: Figure 1. Codec profile setting window in Enterprise Manager MAXCS ACM 6.0 Administration Manual...
  • Page 333 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 6.0 Administration Manual 321...

  • Page 334: Assigning Codec Profiles To Ip Addresses

    You can specify what codec profile to use when connecting to the following VoIP devices: IP phones on the LAN • a remote IP phone over WAN • a remote AltiGen system over WAN • SIP Trunk service provider over WAN • multiple gateways on the LAN •...
  • Page 335 You cannot use the minimum and maximum values (0.0.0.0. and 255.255.255.255). 3. Click OK. If you have multiple gateways controlled by a MAXCS host system, you need to configure an Inter Gateway Codec profile. MAXCS ACM 6.0 Administration Manual 323...

  • Page 336: 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 6.0 Administration Manual...

  • Page 337: 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 338: Configuring A Public Or Intranet Pipe

    When calculating the maximum sessions for each codec, the system uses the • following bandwidth requirement to ensure that each session has some safety margin: G.711 - 90 kbps G.729 - 30 kbps G.723 - 24 kbps MAXCS ACM 6.0 Administration Manual...

  • Page 339: Configuring Altiserv Behind Nat

    Suppose your company has a T1 line configured as half voice PRI and half data service. There are 12 remote employees using IP phones connecting to the AltiGen system. Because bandwidth is limited, you would like to regulate the bandwidth used by VoIP.

  • Page 340: Defining The Ip Dialing Table

    H.323 and SIP dual protocol. It also supports SIP TCP protocol, required for Microsoft Exchange 2007 integration. If you have an AltiGen Exchange Integration License and are integrating Exchange 2007 with AltiServ, you need to add an entry in the IP Dialing Table for this.
  • Page 341 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 6.0 Administration Manual 329...
  • Page 342 Description Server ID A unique dialing number to connect to the remote server. The server could be AltiServ, 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 343: 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 344 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 345: 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 346: Working With Servers In The Domain

    Master—One Domain system must be assigned as Domain Master to propagate configuration data to member AltiServs. The master acts as a central server to accept the connection, synchronize change from one site to the other sites, and authenticate users. MAXCS ACM 6.0 Administration Manual...

  • Page 347: 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 6.0 Administration Manual 335...

  • Page 348: 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 6.0 Administration Manual...

  • Page 349: 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 6.0 Administration Manual 337...

  • Page 350: The Scope Of An Extension In The Voip Domain

    The scope of an extension shows the relationship of the extension to other member systems. In Enterprise Manager, a selected extension’s scope appears on the Resolve tab: MAXCS ACM 6.0 Administration Manual...
  • Page 351 (Domain Master) System B System C Global Remote Remote Remote Global Remote Remote Remote Global In the event that multiple systems have a same extension or group number created, the following situations may occur: MAXCS ACM 6.0 Administration Manual 339...

  • Page 352: Changing An Extension's Scope From Local To Global

    Global. In making this change, you will be deleting the voice mail box and extension settings on the home system of the “other” Local extension. A warning box will pop up when you click the Change to Global button, asking for confirmation: MAXCS ACM 6.0 Administration Manual...

  • Page 353: Changing An Extension's Scope From Global To Local

    Before you make the change, the scope of extensions 403 and 404 is as follows: Ext. System A System B System C Global Local Local Global Global Local After you change the two extensions to Local, their scope will be: MAXCS ACM 6.0 Administration Manual 341...

  • Page 354: Relocating A Global Extension

    Site A marks extension 1001 as removed and adds it to a Relocated Extension List • (REL). The configuration of extension 1001 is still remembered in site A, even though it appears to be removed. MAXCS ACM 6.0 Administration Manual...
  • Page 355 1001. To ensure that this doesn’t happen, you can do one of two things: (1) Make sure the DID numbers are not duplicated; (2) Ask the CO to send more digits (to decrease the likelihood of identical DID numbers). MAXCS ACM 6.0 Administration Manual 343...

  • Page 356: Configuring Departments In A Multi-Site Voip Domain

    MaxCommunicator, the department is displayed on the Directory and Monitor tabs. In 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. MAXCS ACM 6.0 Administration Manual...
  • Page 357 2. To add non-member extensions to the department, select the extensions and click Add. 3. To delete extensions from the Member Extensions list, select the extensions, and click Remove. To remove all member extensions from a department, click Remove All. MAXCS ACM 6.0 Administration Manual 345...

  • Page 358: Configuring Global Least Cost Routing

    Restriction tab of Extension Configuration. To configure Global Least Cost Routing 1. Click the Global LCR Button. 2. On the Global LCR screen, click the Add button. The Add Route dialog box appears: MAXCS ACM 6.0 Administration Manual...

  • Page 359: 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 6.0 Administration Manual 347...

  • Page 360: C Hapter

    Chapter 25: Enterprise VoIP Network Management MAXCS ACM 6.0 Administration Manual...

  • Page 361: Hapter

    The System Summary report provides summary information on extensions, trunks, and workgroups configured in the system. To open the System Summary report window, select Report > System Summary, or click the Summary button on the toolbar. Figure 1. System Summary window MAXCS ACM 6.0 Administration Manual 349...

  • Page 362: 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 6.0 Administration Manual...

  • Page 363: Resetting Cumulative Statistics

    You can reset the IP Cumulative Traffic Statistics by clicking the Reset button. Also, this window automatically resets all fields to 0 when the MAXCS system is shut down and restarted. Statistics gathered before the reset are not saved. MAXCS ACM 6.0 Administration Manual 351...

  • Page 364: C Hapter

    Chapter 26: System Report Management MAXCS ACM 6.0 Administration Manual...

  • Page 365: Hapter

    H A P T E R Microsoft Exchange Integration This chapter provides step-by-step instructions for configuring Microsoft Exchange integration with MAX Communication Server ACC/ACM 6.0. An AltiGen Exchange Integration license is required for each extension using Note: Exchange integration. Three integration options are possible: Synchronize with Exchange 2003/2007 •...
  • Page 366 The MAXCS system and the Exchange server system must belong to the same • 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>. For example, ALTICHINA\AltiGen_TELESYSTEM.
  • Page 367 Chapter 27: Microsoft Exchange Integration Figure 1. Windows Services window Select AltiGen Switching Service COM Server, right-click and select Properties. A Service startup options dialog box opens: Figure 2. Service Startup options dialog box Under “Log on as”, select This account, and set <DomainName>\AltiGen_<ServerName>...

  • Page 368: Exchange Server Configuration

    After verifying the prerequisites for the AltiServ and Exchange Server systems, you can start configuring the two systems to enable the Exchange integration features. This section describes the configurations to be performed in the Exchange Server. MAXCS ACM 6.0 Administration Manual...
  • Page 369 Right-click on the Users folder and select New, then select User. Figure 3. Active Directory Users and Computers Window (Exchange 2003) 8. Enter the necessary information for the new mailbox user. Figure 4. New Object User (Exchange 2003) MAXCS ACM 6.0 Administration Manual 357...
  • Page 370 Click Next to select New User. In the User Information screen, enter the user’s first and last names in those fields. Figure 6. New Mailbox screen (Exchange 2007) Enter the first and last name in the User Logon Name field. MAXCS ACM 6.0 Administration Manual...
  • Page 371 In the Mailbox Settings screen, enter the Alias name. Click Browse beside the Mailbox Database field, and select the MAXCS mailbox location. Click Next. Click New to create the new user name. The completion screen should display that the creation of the new user was successful: MAXCS ACM 6.0 Administration Manual 359...

  • Page 372: Exchange Configuration

    Server 2007 > Exchange Management Console.) Figure 9. Microsoft Exchange Manager, Exchange 2003 (Figure 5 on page 358 shows the Exchange 2007 Management Console) 2. Right-click on the desired server and select Properties to get the following Server Properties window: MAXCS ACM 6.0 Administration Manual...
  • Page 373 Figure 10. Server 2003 Properties window, Exchange Manager 3. Go to the Security tab and click Add. Figure 11. Server 2003 Properties, Security tab 4. This opens a Select Users, Computers or Groups window. Click the Advanced button. MAXCS ACM 6.0 Administration Manual 361...
  • Page 374 Figure 13. Server Properties, Select Users, Computers or Groups Advanced dialog box 6. A list of servers appears in the Search Results field at the bottom of the window. Find and select the AltiGen server and click OK. MAXCS ACM 6.0 Administration Manual...
  • Page 375 Figure 14. Selecting AltiGen Server from Select Users, Computers or Groups Advanced Window, Server Properties 7. In the Select Users, Computers, or Groups Window, the AltiGen server you selected will appear in the Object Names field. Click OK. 8. Go back to the Security tab, and in the Permissions for Administrator field, click the Allow check box to allow full control for the new user.

  • Page 376: Enabling The Exchange Server

    Exchange 2007 Native VM integration uses the extension number and the Note: extension’s first and last names to link between MAXCS and Exchange. Exchange 2003 / 2007 synchronization uses only the Extension’s first and last names as the link. MAXCS ACM 6.0 Administration Manual...
  • Page 377 Exchange Server to be synchronized, the First Name and Last Name are exactly as they appear in their corresponding extensions in MaxAdmin. Note: The Middle Initial field should be empty for Exchange Server mail accounts in order for Exchange integration to work properly. MAXCS ACM 6.0 Administration Manual 365...

  • Page 378: Enable Exchange Integration In Maxadmin

    Apply. This completes the configuration for the Synchronize with Exchange 2003/2007 option. The other two options require some additional configuration. See “Additional Steps for Bridged Access and Native VM Integration” on page 370. MAXCS ACM 6.0 Administration Manual...

  • Page 379: Testing The Exchange Server Setup

    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 380 Chapter 27: Microsoft Exchange Integration 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 381: 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 382: Additional Steps For Bridged Access And Native Vm Integration

    2. After creating the dial plan, you need to assign the plan on the server. Go to Server Configuration > Unified Messaging, select the server and click Properties. Click the UM Settings tab, and assign the dial plan. MAXCS ACM 6.0 Administration Manual...
  • Page 383 6. In the Extension Configuration screen, enter the user’s MAXCS extension number in the Manually entered mailbox extension field and click Next (for each user, make sure the extension number is the same in MaxAdmin and the Exchange User Mailbox): MAXCS ACM 6.0 Administration Manual 371...
  • Page 384 Default Policy Properties > Dialing Restrictions tab, clear the two check boxes, and click OK. 9. In Enterprise Manager > IP Dialing Table, add an entry and select the protocol as SIP/TCP. For example: MAXCS ACM 6.0 Administration Manual...

  • Page 385: Additional Configuration For Native Vm Integration

    If users experience a problem making calls to the Exchange 2007 server, make sure the MSXML 6.0 Parser has not been deleted from the server. Without it, the speech engine services cannot play voice prompts. MAXCS ACM 6.0 Administration Manual 373...
  • Page 386 Chapter 27: Microsoft Exchange Integration MAXCS ACM 6.0 Administration Manual...

  • Page 387: Hapter

    Telephony Application Programming Interface (TAPI)—you can install AltiGen’s TAPI gateway to use this functionality through your MAXCS installation. An AltiGen TAPI License is required for each extension using the TAPI feature. MAXCS implements its TAPI service provider based on TAPI 2.1 and, for the Windows Vista operating system, TAPI 3.1.

  • Page 388: Setting Up The Client

    Note: the server. Otherwise, it won’t be able to detect your devices. To install AltiGen TAPI Service Provider on the client system 1. On your MAXCS CD-ROM, open the TAPI Gateway folder. 2. Open the Tapi_Client subfolder, and run SETUP.EXE.
  • Page 389 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 390: Set Up Phone Dialer

    You can reconfigure the client extension in the Device Detect window. (See “Changing TAPI Configuration Parameters” on page 381.) 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 391: 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 6.0 Administration Manual 379...
  • Page 392 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 6.0 Administration Manual...

  • Page 393: 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 394 Chapter 28: TAPI Integration MAXCS ACM 6.0 Administration Manual...

  • Page 395: Tools And Applications

    Services > Utilities > Work/Hunt Group Converter. AltiGen Board Test This is an AltiGen hardware test tool for system hang and other hardware-related problems. It tests the following on all AltiGen boards: Board memory from host or from both host and DSP •...

  • Page 396: 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 397: Backing Up Files

    In the System Data Management window, the progress and status of the file backup is displayed. Scheduling Backups You can set up automated backup on a schedule, and you can select the days, the times, and the target drives and folders for the backups. MAXCS ACM 6.0 Administration Manual 385...

  • Page 398: Restoring Backed Up Files

    3. Click OK. Restoring Backed up Files To restore backed up files 1. Stop the AltiGen switching services. 2. In the System Data Management window, select the Restore icon to view the Restore Configuration dialog box. Figure 4. Restore Configuration dialog box 3.

  • Page 399: Maxadmin & Extension Security Checker

    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. MaxAdmin & Extension Security Checker MaxAdmin &...

  • Page 400: Checking Extension Security

    Contains 4-8 digits • Is different from the extension • Is different from the default system password • Does not consist of consecutive numbers • Does not consist of a repetition of the same digit • MAXCS ACM 6.0 Administration Manual...
  • Page 401 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 6.0 Administration Manual 389...

  • Page 402: Start & Stop All Altigen Services

    If a trace status is turned off, the AltiGen system will not produce those traces. A message box pops up if AltiServ and the gateway are not running or an important trace status is off.
  • Page 403 #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 404 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 6.0 Administration Manual...

  • Page 405: 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 406: Voice File Converter

    Chapter 29: Tools and Applications Voice File Converter This tool converts phrase, greeting, and music files from .wav to AltiGen format and vice versa. To open the tool, from the Windows Start menu, select All Programs > Utilities > Voice File Converter.

  • Page 407: 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 408: 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 6.0 Administration Manual...
  • Page 409 Agent check box in the Extension Configuration window before converting). To convert, select the hunt group (indicated in the Type field) and click the Convert Group button or double-click the hunt group. MAXCS ACM 6.0 Administration Manual 397...
  • Page 410 Chapter 29: Tools and Applications MAXCS ACM 6.0 Administration Manual...

  • Page 411: Ppendix

    It is important to make sure the trunk channel properties are configured properly. Continue to follow the steps below to re-check your settings for the physical layer, data link layer and signaling layer. MAXCS ACM 6.0 Administration Manual 399...
  • Page 412 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 413 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 6.0 Administration Manual 401...
  • Page 414 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 6.0 Administration Manual...
  • Page 415 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 6.0 Administration Manual 403...
  • Page 416 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 6.0 Administration Manual...
  • Page 417 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 6.0 Administration Manual 405...
  • Page 418 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 6.0 Administration Manual...
  • Page 419 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 6.0 Administration Manual 407...
  • Page 420 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 6.0 Administration Manual...
  • Page 421 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 6.0 Administration Manual 409...
  • Page 422 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 6.0 Administration Manual...

  • Page 423: E1 Isdn Pri Installation

    1. Change the Configure Type to E1: From Boards view, double-click the board to be configured to open the Board Configuration window. In the Board Configuration window, click the Board Configuration button. MAXCS ACM 6.0 Administration Manual 411...
  • Page 424 CO. If all configurations are correct, the status should be shown as “OK,” as in Figure 4. 3. Click the Protocol button in the Channel Group Configuration dialog box to open the Protocol Configuration window. MAXCS ACM 6.0 Administration Manual...
  • Page 425 ISDN PRI Setting field, and click OK. Figure 5. Data Link layer What you should select in the B Channel Maintenance Message drop-down list depends on what country you reside in (see Table 2 on page 414). MAXCS ACM 6.0 Administration Manual 413...
  • Page 426 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 6.0 Administration Manual...

  • Page 427: 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 6.0 Administration Manual 415...
  • Page 428 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 6.0 Administration Manual...

  • Page 429: 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 6.0 Administration Manual 417...

  • Page 430: 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 6.0 Administration Manual...

  • Page 431: Network Ports

    Network Ports If MAXCS 6.0 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 Remote AltiGen IP phone firmware download (TFTP) VoIP RTP Port (Voice Stream) for SIP and H.323...

  • Page 432: 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: MAXCS ACM 6.0 Administration Manual...
  • Page 433 UDP 10060 • UDP 30,000~31,000 • TCP 10064 • MAXCS ACM 6.0 Administration Manual 421...
  • Page 434 MAXCS ACM 6.0 Administration Manual...

  • Page 435: Ppendix

    Eligibility: AltiGen provides technical support to Authorized AltiGen dealers and distributors only. End user customers, please contact your Authorized AltiGen Dealer for technical support. How To Reach AltiGen Technical Support Authorized AltiGen dealers and distributors may contact AltiGen technical support by any of the following methods: You may request technical support on AltiGen’s dealer web site, at https://...

  • Page 436: 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 437 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 6.0 Administration Manual 425...
  • Page 438 MAXCS ACM 6.0 Administration Manual...

  • Page 439: Appendixe

    307 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 6.0 Administration Manual 427...
  • Page 440 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 6.0 Administration Manual...

  • Page 441: Index

    56 extension based recording 104 time stamp 199 board file name description 103 answer options 209 H323SP, configuring 134 multiple gateways 105 answering MAX, configuring 141 personal options 189 huntgroup call handling 250 MAXCS ACM 6.0 Administration Manual...
  • Page 442 IP address 317 inter-gateway, setting 323 ing 179 how to log in 317 setting 320 dialing patterns, outcall routing login failed 317 collecting caller ID and DID digits 430 MAXCS ACM 6.0 Administration Manual...
  • Page 443 104 installing ward 280 Extension button 31 MaxAdmin 26 group paging 253 extension configuration 185 MAXCS 24 groups extension dialed digit translator installing a Channel Service Unit assigning to extension 194 (CSU) 132 GTE 124 MAXCS ACM 6.0 Administration Manual...
  • Page 444 298 (MDMF) 192 enabling in AA 98 e-mail template, modifying multiple language system other, configuring 97 language used 102 LCR, configuring 346 overview 297 music files least cost routing, configuring using 298 converting 394 432 MAXCS ACM 6.0 Administration Manual...
  • Page 445 PRI ISDN numbering plan, config- dialing delay 182 recording tone 190 uring 129 dialing pattern tips 179 refresh enterprise configuration priority promotion 290 dialing patterns 177 priority queuing 169 example configuration 180 refresh interval, current traffic MAXCS ACM 6.0 Administration Manual...
  • Page 446 209 channel assignment 416 by caller ID & DNIS 167 SIP Early Media 322 subscribing to service 415 by DNIS 169 SIP TCP protocol 328 T1 signaling incoming calls 167 434 MAXCS ACM 6.0 Administration Manual...
  • Page 447 77 converting to hunt group 396 direction of transmission 146 mobile extension 237 incoming call handling 283 incoming call routing 165 setting notification 200 logging outbound calls 196 location format 145 synchronizing with Exchange MAXCS ACM 6.0 Administration Manual...
  • Page 448 273 status display 227 Workgroup button 31 workgroup queue agent pick up call 196 Workgroup View window 35 wrap-up time, setting 195 zero code suppression 124 Bell 124 GTE 124 Jam Bit 8 124 436 MAXCS ACM 6.0 Administration Manual...

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