Altigen AltiContact Manager Version 4.6 Manuals

Manuals and User Guides for Altigen AltiContact Manager Version 4.6. We have 1 Altigen AltiContact Manager Version 4.6 manual available for free PDF download: Administration Manual

Altigen AltiContact Manager Version 4.6 Administration Manual (576 pages)

Brand: Altigen | Category: Software | Size: 7.79 MB

Table of Contents
3
Limitation of Liability
15
Service Requirements
16
Important Safety Instructions
18
Preface: about this Manual

35
- E1 R2 CAS Installation
  36
Chapter 1 Overview

39
- Key Alticontact Manager Characteristics
  41
  - Call Center/Ip PBX Features
    44
  - Automatic Call Distribution Features
    50
  - IVR Features
    53
  - Altigen Voice Mail Features
    54
  - Internet Integration Features
    56
  - System Administration Features
    57
  - T1/PRI/E1 Features
    59
  - Voice over IP Features
    60
  - Voice over IP Session Support Alticontact Manager Features
    62
  - Altiware Tools
    63
  - Optional Add-On Software
    63
  - Optional Add-On Products
    64
  - Optional Kits
    64
Chapter 2 System Requirements

65
- Hardware Requirements
  65
- System Key Requirement
  65
- Selecting the Alticontact Manager Platform
  65
- Minimum System Requirements
  65
- Proper Grounding and Loop Current
  67
- Uninterruptible Power Supply (UPS)
  67
- Operating Environment
  67
- Altigen Telephony Boards
  68
- Functional Specifications
  68
- Altigen Board Installation
  72
- Altigen Board Options
  73
- System Limitations
  75
- Power Requirements
  76
- Heat Factor
  77
- Installing a Cooling Fan
  77
- Proper Board Handling Procedures
  78
- Electrostatic Discharge (ESD) Warning
  78
- Operating Environment
  79
- Packaging for Shipment and Storage
  81
- Alticontact Manager Conference Resource Limits
  82
Chapter 3 Software Installation

83
- Alticontact Manager as an NT Service
  84
- Preparing to Install Alticontact Manager
  84
  - Firewall Considerations
    85
- Licensing
  87
- Registration
  89
  - Dealer Installation ID
    90
  - Registration Methods
    90
- Upgrades
  91
- Lost Licenses
  92
- Before New Installation
  93
- To Begin New Installation
  93
- Before Upgrade
  100
  - Backup Database
    100
  - Shutting down the Altigen Switching Service
    100
- To Begin Upgrade
  101
- Windows Emergency Repair Disk
  127
- Installing ACM Administrator on Remote Systems
  127
- Running ACM Administrator
  128
- Shutting down Alticontact Manager When Changing or Adding Hard
  129
- Ware
  129
- Transferring the Alticontact Manager to Another Server Chassis
  129
- Alticontact Manager Uninstall
  130
- Software Installation Troubleshooting
  131
Chapter 4 Getting Around ACM Administrator

133
- Alticontact Manager Administrator
  133
- Logging in for the First Time
  133
  - The Alticontact Manager Main Window
    134
  - The Main Menu
    135
  - Quick Access Toolbar
    135
- The View Windows
  137
  - Boards View Window
    137
  - Agent Extension View Window
    138
  - Trunk View Window
    139
  - Workgroup View Window
    140
  - Call Log View Window
    141
  - IP Trunk Current Traffic Statistics Window
    141
  - Status Bar
    142
- Logging in
  142
- Changing the Password
  143
- Stopping the Altigen Switching Service
  143
Chapter 5 System Configuration

145
- Setting General Parameters
  146
- Setting a System Number Plan
  148
  - Assigning Trunk, Feature, IP Trunk, & Route Access
    150
- Setting Business Hours
  152
- Routing Calls on Holidays
  153
- Configuring System Speed Dialing
  155
  - Adding Names and Comments
    156
- Defining System Call Restrictions
  156
- Creating Account Codes
  159
  - Adding and Deleting Account Codes
    159
- Setting up Call Reports
  160
- Using a Tenant Table
  166
  - Configuring the Tenant Table
    167
  - Modifying the Tenant Table
    168
- Country Relevant
  169
- Setting Toll Call Prefixes
  169
  - Setting Emergency Numbers
    170
  - Setting the TDM Bus Mode
    170
- CT-Bus Clock Configuration
  170
- Audio Peripheral Configuration
  171
Chapter 6 Board Configuration

175
Chapter 7 Trunk Configuration

203
- Selecting Trunks to Set Attributes
  204
- Setting General Trunk Attributes
  205
  - Quantum Trunk Properties
    208
  - Triton Analog Trunk Properties
    211
  - Triton Analog Trunk GS/LS Properties
    213
  - Triton Voip Trunk Configuration
    215
  - Triton T1/PRI Trunk Properties
    217
- Incoming Call Routing
  222
- Outgoing Call Blocking
  223
Chapter 8 Voice Mail Configuration

225
- Managing Messages
  225
- Creating Distribution Lists
  229
  - Defining a Distribution List
    230
Chapter 9 Voip Configuration

231
- Defining an IP Dialing Table
  231
  - About the Location ID Digit Length
    231
  - Defining the IP Dialing Table
    232
  - Setting the Location ID Digit Length
    233
  - Defining Remote Locations
    233
- Setting Voip Codecs
  235
- Network Configuration Guidelines for Voip
  238
- Firewall Configuration
  240
- Network Configuration Guidelines for the Alti-IP 600
  241
- Configuration Guidelines for NAT
  241
  - IP Phone Configuration
    243
  - H.323 Nat
    243
- Firewall Considerations
  254
- Setting up an Alticontact Manager-To-Alticontact Manager IP Net
  256
Chapter 10 Out Call Routing Configuration

259
- Working with Route Definitions
  260
- Setting Default Routes
  262
  - About Call Routing and 911 Calls
    263
- Setting Dialing Pattern Routing
  264
Chapter 11 IVR Configuration

271
- Planning Is Essential
  271
- Example: IVR Planning
  272
- Adding Ivrs
  274
- Editing Ivrs
  275
  - Configuring Menu Items
    276
  - Collecting Digits
    278
  - Making IVR Assignments
    280
- Phrase Management
  280
  - Using Pre-Recorded Prompts
    280
  - Recording Custom Phrases
    281
  - Using Professionally Recorded Phrases
    282
Chapter 12 Callcenter Configuration

283
- Caller ID Routing
  283
  - Adding and Deleting Caller ID Route Entries
    284
  - Defining the Routing
    285
- DNIS Routing
  285
  - Adding and Deleting DNIS Route Entries
    286
  - Defining the Routing
    287
- Agent Logout Reason Codes
  287
- Call Recording
  288
Chapter 13 Agent Configuration

291
- Setting up Extensions
  293
  - Adding New Extensions
    294
  - Establishing Basic Extension Attributes
    294
  - Forced Account Code
    296
  - Personal Call Recording Options
    297
  - Changing the Extension Location or Type
    298
  - Setting an IP Extension
    298
  - Setting the Line Properties
    300
  - Phone Display Options
    304
- Setting up Groups
  305
- Setting up Station Speed Dialing
  307
- Setting the Mailbox Options
  309
- Setting an Information-Only Mailbox
  310
  - Disabling a Mailbox
    310
  - Synchronizing with Exchange Server
    310
  - SMTP/POP3 Setting
    310
  - Mail Forwarding Options
    310
  - Setting Message Playback Options
    311
  - Setting Mailbox Capacities
    312
- Setting Message Notification Options
  312
- Configuring Calling Restrictions
  316
  - Setting Call Restriction Options
    316
  - Setting Other Call Restrictions
    317
- Setting Answering Options
  318
  - Forwarding All Calls
    319
  - Enabling "Do Not Disturb
    320
  - Handling Busy Calls
    320
  - Setting Call Waiting Options
    321
  - Handling Unanswered Calls
    321
- Configuring One Number Access
  322
  - Enabling One Number Access
    323
  - Setting Caller ID Verification
    324
  - Specifying Forwarding Numbers
    325
- Setting up Monitor Lists
  325
  - Configuring a Monitor List
    326
- Feature Tips
  328
Chapter 14 Huntgroup Configuration

329
- Setting up Huntgroups
  331
  - Adding a Huntgroup
    332
  - Establishing Basic Huntgroup Attributes
    332
- Establishing Huntgroup Membership
  334
- Setting Huntgroup Mail Management
  339
  - Disabling a Mailbox
    340
  - Synchronizing with Exchange Server
    340
  - Setting Email Options
    340
  - Setting Mailbox Playback Options
    341
  - Setting Mailbox Capacities
    341
- Setting Message Notification Options
  342
- Setting Call Handling Options
  345
  - Handling Busy Calls
    346
  - Forwarding All Calls
    347
  - Handling Unanswered Calls
    348
  - Setting Huntgroup Handling
    349
  - Group RNA Handling
    349
- Setting Queue Management Options
  351
Chapter 15 Workgroup Configuration

353
- Creating a Workgroup
  354
- Establishing Basic Workgroup Attributes
  354
- Service Level Threshold
  356
- Centralized Workgroup Recording Options
  356
- Establishing Workgroup Membership
  357
  - Automatic Log In/Out
    359
- Skill Setting Assignment
  360
- Setting the Mailbox Options
  361
  - Disabling a Mailbox
    362
  - Synchronizing with Exchange Server
    362
  - SMTP/POP3 Setting
    363
  - Mail Forwarding Options
    363
  - Setting Message Playback Options
    363
  - Setting Mailbox Capacities
    364
- Setting Message Notification Options
  365
- Setting Call Handling Options
  368
  - Handling Busy Calls
    368
  - Forwarding All Calls
    369
  - Handling Unanswered Calls
    370
  - Setting Workgroup Handling
    371
  - Group RNA (Ring no Answer) Handling
    372
- Queue Management
  374
  - Setting Queue Phrase Options
    374
  - Queue Announcement
    375
  - Queue Overflow Routing
    375
  - Queue Quit Option
    376
  - Operation Notes
    377
Chapter 16 Setting up IP Extensions

379
- Altigen IP Phone Service
  379
- Intercom with IP Phones
  379
- IP Connections and Voice Quality
  380
- System Requirements
  380
- Configuration
  380
  - Altiadmin
    381
  - Clients
    382
Chapter 17

385
Alti-IP 600 Phone Configuration

385
Chapter 18 Application Extension Configuration

389
- Application Extension Setup
  390
  - Application Failover Plan
    391
  - Application Information
    392
Chapter 19 System Data Management

393
- Using Backup and Restore
  393
- Backing up Files
  394
- Scheduling Backups
  395
- Restoring Backed up Files
  396
Chapter 20 System Report Management

397
- System Summary Report
  397
- System Log
  398
- IP Cumulative Traffic Statistics
  399
- Resetting Cumulative Statistics
  400
Chapter 21 Data and Internet Integration

401
- Network Protocol and Addressing
  401
- Network Address
  402
- Setting up Email Service
  404
- Setting up an Exchange Server
  410
- Microsoft Exchange Administrator Configuration
  416
- Exchange on Windows 2000
  434
- About Altireach Configuration
  436
Chapter 22 Altiweb

439
- System Requirements
  439
- Altiweb Components
  439
- Installing Altiweb
  440
  - Configuring IVR
    454
  - Troubleshooting
    457
- Uninstalling Altiweb
  458
- Altiweb Security
  458
  - Symantec Norton Antivirus Corporate Edition 7.5
    458
Chapter 23 Using TAPI

461
- System Requirements
  461
- Installing TAPI Services
  462
- Changing TAPI Configuration Parameters
  463
Chapter 24

465
Tools

465
- Work/Hunt Group Converter
  465
- Configuration Reader
  467
- Extension Checker
  468
- MVIP Test Tool
  470
- Altidbreader
  471
- DINA Manager
  475
Chapter 25 Basic Call Router & Call Router Advanced

477
- Basic Call Router
  477
- Call Router Advanced
  485
  - Additional Call Router Advanced Features
    496
- Testing Call Router
  504
  - Testing SQL Server Database
    506
APPENDIX A Call Accounting Report Formats

509
- Cdr Data Schema
  510
- RTM Data Schema
  517
- SMDR Reporting Format
  523
  - Trunk Calls in Format
    523
  - Extension Calls out Format
    524
  - From Extension a
    524
  - From Trunk B
    525
Ppendix

509
APPENDIX B E1 R2 CAS Installation

527
Ppendix

527
Ppendix

535
- Product Repair Services & Technical Support
  
  535
  - Technical Support
    535
  - Repair and Replacement
    536
    
    Standard Product Warranty
    538
  - RMA Form
    542
Glossary

545
- Readers Comment Form
  575

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Altigen AltiContact Manager Version 4.6 Manuals

Altigen AltiContact Manager Version 4.6 Administration Manual (576 pages)

Table of Contents

Preface: about this Manual

Chapter 1 Overview

Chapter 2 System Requirements

Chapter 3 Software Installation

Chapter 4 Getting Around ACM Administrator

Chapter 5 System Configuration

Chapter 6 Board Configuration

Chapter 7 Trunk Configuration

Chapter 8 Voice Mail Configuration

Chapter 9 Voip Configuration

Chapter 10 Out Call Routing Configuration

Chapter 11 IVR Configuration

Chapter 12 Callcenter Configuration

Chapter 13 Agent Configuration

Chapter 14 Huntgroup Configuration

Chapter 15 Workgroup Configuration

Chapter 16 Setting up IP Extensions

Chapter 17

Alti-IP 600 Phone Configuration

Chapter 18 Application Extension Configuration

Chapter 19 System Data Management

Chapter 20 System Report Management

Chapter 21 Data and Internet Integration

Chapter 22 Altiweb

Chapter 23 Using TAPI

Chapter 24

Tools

Chapter 25 Basic Call Router & Call Router Advanced

APPENDIX A Call Accounting Report Formats

Ppendix

APPENDIX B E1 R2 CAS Installation

Ppendix

Ppendix

Product Repair Services & Technical Support

Glossary

Related Products

Altigen Categories