Altigen AltiContact Manager Version 5.0 Manuals

Manuals and User Guides for Altigen AltiContact Manager Version 5.0. We have 1 Altigen AltiContact Manager Version 5.0 manual available for free PDF download: Administration Manual

Altigen AltiContact Manager Version 5.0 Administration Manual (542 pages)

Brand: Altigen | Category: Software | Size: 7.74 MB

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

35
- Line Park Configuration
  36
- Paging Group Configuration
  36
- Related Publications
  37
Chapter 1 Overview

39
- Key Alticontact Manager Characteristics
  41
  - Call Center/Ip PBX Features
    44
  - Automatic Call Distribution Features
    50
  - IVR Features
    55
  - Altigen Voice Mail Features
    56
  - Internet Integration Features
    58
  - System Administration Features
    60
  - T1/PRI/E1 Features
    62
  - Voice over IP Features
    63
  - Voice over IP Session Support Alticontact Manager Features
    65
  - Altiware Tools
    66
  - Optional Add-On Software
    67
  - Optional Add-On Products
    69
  - Optional Kits
    69
Chapter 2 System Requirements

71
- Hardware Requirements
  71
- System Key Requirement
  71
- Selecting the Alticontact Manager Platform
  71
- Minimum System Requirements
  71
- Proper Grounding and Loop Current
  73
- Uninterruptible Power Supply (UPS)
  73
- Operating Environment
  73
- Altigen Telephony Boards
  74
- Functional Specifications
  75
- Altigen Board Installation
  79
- Altigen Board Options
  79
- System Limitations
  81
- Power Requirements
  82
- Heat Factor
  83
- Installing a Cooling Fan
  83
- Proper Board Handling Procedures
  84
- Electrostatic Discharge (ESD) Warning
  84
- Operating Environment
  84
- Packaging for Shipment and Storage
  86
- Alticontact Manager Conference Resource Limits
  87
Chapter 3 Software Installation

89
- Alticontact Manager as a Windows Service
  90
- Preparing to Install Alticontact Manager
  90
  - Firewall Considerations
    91
- Licensing
  93
  - Unsupported Licenses
    94
- Registration
  95
  - Dealer Installation ID
    95
  - Registration Methods
    96
- Upgrades
  97
- Lost Licenses
  98
- Before New Installation
  99
- To Begin New Installation
  99
- Before Upgrade
  106
  - Backup Database
    106
  - Shutting down the Altigen Switching Service
    106
  - Station Speed Dialing Change
    107
- To Begin Upgrade
  108
- Windows Emergency Repair Disk
  132
- Installing ACM Administrator on Remote Systems
  132
- Running ACM Administrator
  133
- Shutting down Alticontact Manager When Changing or Adding Hard
  134
- Ware
  134
- Transferring the Alticontact Manager to Another Server Chassis
  134
- Alticontact Manager Uninstall
  135
- Software Installation Troubleshooting
  136
Chapter 4

139
Getting Around ACM Administrator

139
- Alticontact Manager Administrator
  139
  - Logging in for the First Time
    139
  - The Alticontact Manager Main Window
    140
  - The Main Menu
    141
  - Quick Access Toolbar
    141
- The View Windows
  143
  - Boards View Window
    143
  - Agent Extension View Window
    144
  - Trunk View Window
    145
  - Workgroup View Window
    146
  - Call Log View Window
    147
  - IP Trunk Current Traffic Statistics Window
    147
  - Status Bar
    148
- Logging in
  148
- Changing the Password
  149
- Stopping the Altigen Switching Service
  149
Chapter 5 System Configuration

151
- Setting General Parameters
  152
- Setting a System Number Plan
  154
  - Assigning Trunk, Feature, IP Trunk, & Route Access
    159
- Setting Business Hours
  160
- Routing Calls on Holidays
  163
- Configuring System Speed Dialing
  164
- Defining System Call Restrictions
  166
- Creating Account Codes
  169
  - Adding and Deleting Account Codes
    170
- Setting up Call Reports
  170
- Country Relevant
  173
  - Setting Toll Call Prefixes
    174
  - Setting Emergency Numbers
    175
  - Setting the TDM Bus Mode
    175
- CT-Bus Clock Configuration
  175
- Audio Peripheral Configuration
  176
- Activity
  179
Chapter 6 Board Configuration

183
Chapter 7 Trunk Configuration

215
- Selecting Trunks to Set Attributes
  216
- Setting General Trunk Attributes
  217
  - Quantum Trunk Properties
    219
  - Triton Analog Trunk Properties
    223
  - Triton Analog Trunk GS/LS Properties
    225
  - Triton Voip Trunk Configuration
    227
  - Rtp Configuration
    229
  - Triton T1/PRI Trunk Properties
    231
  - Incoming Call Routing
    234
  - Outgoing Call Blocking
    236
Chapter 8 Voice Mail Configuration

237
- Managing Messages
  237
- Creating Distribution Lists
  241
  - Defining a Distribution List
    242
Chapter 9 Voip Configuration

243
- Defining an IP Dialing Table
  243
  - About the Location ID Digit Length
    243
  - Defining the IP Dialing Table
    244
  - Setting the Location ID Digit Length
    245
  - Defining Remote Locations
    245
- Setting Voip Codecs
  247
- Network Configuration Guidelines for Voip
  251
- Firewall Configuration
  252
- Phones
  253
  - Configuration Guidelines for NAT
    254
    
    Altigatekeeper Installation
    255
    
    IP Phone Configuration
    255
    
    Nat
    256
  - Firewall Considerations
    269
  - Setting up H.323 Traffic Forwarding for NAT
    270
    
    Altiware NAT Support Feature
    271
    
    Altigen IP Phone NAT Support Feature
    272
  - Setting up an Alticontact Manager-To-Alticontact Manager IP Net
    273
  - Work
    273
  - Out Call Routing Configuration
    275
- Working with Route Definitions
  276
- Setting Default Routes
  278
  - About Call Routing and 911 Calls
    279
- Setting Dialing Pattern Routing
  280
Chapter 11 IVR Configuration

285
- Planning Is Essential
  285
- Example: IVR Planning
  286
- Adding Ivrs
  287
- Editing Ivrs
  288
  - Configuring Menu Items
    289
  - Making IVR Assignments
    293
- Phrase Management
  293
  - Using Pre-Recorded Prompts
    294
  - Recording Custom Phrases
    294
  - Using Professionally Recorded Phrases
    295
Chapter 12 Callcenter Configuration

297
- Caller ID Routing
  297
  - Adding and Deleting Caller ID Route Entries
    298
  - Defining the Routing
    299
- DNIS Routing
  299
  - Adding and Deleting DNIS Route Entries
    300
  - Defining the Routing
    301
- Agent Logout Reason Codes
  302
- Call Recording
  303
Chapter 13 Agent Configuration

311
- Setting up Extensions
  313
  - Adding New Extensions
    314
  - Establishing Basic Extension Attributes
    314
  - Forced Account Code
    317
  - Changing the Extension Location or Type
    318
  - Setting an IP Extension
    319
  - Setting the Line Properties
    320
  - Phone Display Options
    325
- Setting up Groups
  326
- Setting Wrapup Time
  327
- Setting up Station Speed Dialing
  328
- Setting the Mailbox Options
  330
  - Setting an Information-Only Mailbox
    331
  - Disabling a Mailbox
    331
  - Synchronizing with Exchange Server
    332
  - SMTP/POP3 Setting
    332
  - Mail Forwarding Options
    332
  - Setting Message Playback Options
    333
  - Setting Mailbox Capacities
    333
- Setting Message Notification Options
  334
- Configuring Calling Restrictions
  337
  - Setting Call Restriction Options
    338
  - Setting Other Call Restrictions
    339
- Setting Answering Options
  339
  - Forwarding All Calls
    341
  - Do Not Disturb
    342
  - Handling Busy Calls
    342
  - Setting Call Waiting Options
    343
  - Handling Unanswered Calls
    343
- Configuring One Number Access
  344
  - One Number Access Options
    346
  - Call Screening
    346
  - Setting Caller ID Verification
    347
  - Specifying Forwarding Numbers
    347
- Setting up Monitor Lists
  348
  - Configuring a Monitor List
    349
- Feature Tips
  350
Chapter 14 Huntgroup Configuration

351
- Setting up Huntgroups
  353
  - Adding a Huntgroup
    353
  - Establishing Basic Huntgroup Attributes
    354
  - Setting Call Restrictions
    355
- Establishing Huntgroup Membership
  355
- Setting Huntgroup Mail Management
  361
  - Disabling a Mailbox
    362
  - Synchronizing with Exchange Server
    362
  - Setting Email Options
    362
  - Setting Mailbox Playback Options
    363
  - Setting Mailbox Capacities
    363
- Setting Message Notification Options
  364
- Setting Call Handling Options
  367
  - Handling Busy Calls
    368
  - Forwarding All Calls
    369
  - Handling Unanswered Calls
    370
  - Setting Huntgroup Handling
    371
  - Group RNA Handling
    372
- Setting Queue Management Options
  373
Chapter 15 Workgroup Configuration

375
- Creating a Workgroup
  376
- Establishing Basic Workgroup Attributes
  377
- Service Level Threshold
  378
- Workgroup Recording Options
  378
- Multimedia Support
  380
- Establishing Workgroup Membership
  381
  - Automatic Log In/Out
    383
- Setting Business Hours
  384
- Skill Setting Assignment
  386
- Setting the Mailbox Options
  387
  - Disabling a Mailbox
    388
  - Synchronizing with Exchange Server
    388
  - SMTP/POP3 Setting
    388
  - Mail Forwarding Options
    389
  - Setting Message Playback Options
    389
  - Setting Mailbox Capacities
    390
- Setting Message Notification Options
  390
- Setting Call Handling Options
  394
  - Handling Busy Calls
    395
  - Forwarding All Calls
    395
  - Handling Unanswered Calls
    397
  - Setting Workgroup Handling
    398
  - Group Rna/Logout Handling
    399
- Queue Management
  401
  - Basic Queuing Control
    402
  - Advanced Queue Management (AQM)
    406
  - Application Extension Queue Control
    411
  - Operation Notes
    411
Chapter 16 Setting up IP Extensions

413
- Altigen IP Phone Service
  413
- Intercom with IP Phones
  413
- IP Connections and Voice Quality
  414
- System Requirements
  414
- Configuration
  414
  - Altiadmin
    414
  - Clients
    415
Chapter 17

417
Alti-IP 600 Phone Configuration

417
Chapter 18

421
Line Park Configuration

421
Paging Group Configuration

423
Chapter 20 Application Extension Configuration

427
- Application Extension Setup
  427
  - Application Failover Plan
    429
  - Application Information
    429
Chapter 21 System Data Management

431
- Using Backup and Restore
  431
- Backing up Files
  432
- Scheduling Backups
  433
- Restoring Backed up Files
  434
Chapter 22 System Report Management

435
- System Summary Report
  435
- System Log
  436
- IP Cumulative Traffic Statistics
  437
- Resetting Cumulative Statistics
  438
Chapter 23 Data and Internet Integration

439
- Network Protocol and Addressing
  439
- Network Address
  440
- Setting up Email Service
  442
- Setting up an Exchange Server
  448
- Microsoft Exchange Administrator Configuration
  454
- Exchange on Windows 2000
  472
- About Altireach Configuration
  474
Chapter 24 Using TAPI

477
- System Requirements
  477
- Installing TAPI Services
  478
- Changing TAPI Configuration Parameters
  479
Chapter 25 Tools and Applications

481
- Work/Hunt Group Converter
  481
- Configuration Reader
  483
- Extension Checker
  484
- MVIP Test Tool
  486
- DINA Manager
  486
APPENDIX A E1-R2 and T1/E1 ISDN PRI Installations

487
- E1 R2 CAS Installation
  487
- T1/E1 ISDN PRI Installation
  500
Ppendix

487
APPENDIX B Product Repair Services & Technical Support

501
- Technical Support
  501
- Repair and Replacement
  502
  - Standard Product Warranty
    504
- RMA Form
  508
Ppendix

501
Glossary

511
Index

540
Readers Comment Form

541

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Altigen AltiContact Manager Version 5.0 Manuals

Altigen AltiContact Manager Version 5.0 Administration Manual (542 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 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

Line Park Configuration

Paging Group Configuration

Chapter 20 Application Extension Configuration

Chapter 21 System Data Management

Chapter 22 System Report Management

Chapter 23 Data and Internet Integration

Chapter 24 Using TAPI

Chapter 25 Tools and Applications

APPENDIX A E1-R2 and T1/E1 ISDN PRI Installations

Ppendix

APPENDIX B Product Repair Services & Technical Support

Ppendix

Glossary

Index

Readers Comment Form

Related Products

Altigen Categories