Altigen AltiContact Manager Version 5.0A Manuals

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

Altigen AltiContact Manager Version 5.0A Administration Manual (578 pages)

Brand: Altigen | Category: Software | Size: 7.45 MB

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

35
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
    63
  - Voice over IP Features
    63
  - Voice over IP Session Support Alticontact Manager Features
    66
  - Altiware Applications
    67
  - Optional Add-On Software
    68
  - Optional Add-On Products
    70
  - Optional Kits
    70
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
- TCP Port Definitions
  92
- Licensing
  93
  - Unsupported Licenses
    94
- Registration
  95
  - Dealer Installation ID
    96
  - Registration Methods
    96
- Upgrades
  97
- Lost Licenses
  98
- Before New Installation
  99
- To Begin New Installation
  99
- Before Upgrade
  105
  - Backup Database
    105
  - Shutting down the Altigen Switching Service
    105
  - Station Speed Dialing Change
    106
- To Begin Upgrade
  107
- Windows Emergency Repair Disk
  131
- Installing ACM Administrator on Remote Systems
  131
- Running ACM Administrator
  132
- Shutting down Alticontact Manager When Changing or Adding Hard
  132
- Ware
  132
- Transferring the Alticontact Manager to Another Server Chassis
  133
- Alticontact Manager Uninstall
  134
- Software Installation Troubleshooting
  135
Getting Around ACM Administrator

137
- Alticontact Manager Administrator
  137
  - Logging in for the First Time
    137
  - The Alticontact Manager Main Window
    138
  - The Main Menu
    139
  - Quick Access Toolbar
    139
- The View Windows
  141
  - Boards View Window
    141
  - Extension View Window
    142
  - Trunk View Window
    143
  - Workgroup View Window
    144
  - Call Log View Window
    145
  - IP Trunk Current Traffic Statistics Window
    145
  - Status Bar
    146
- Logging in
  146
- Changing the Password
  147
- Stopping the Altigen Switching Service
  147
Chapter 5 System Configuration

149
- Setting General Parameters
  150
- Setting a System Number Plan
  152
  - Assigning Trunk, Feature, IP Trunk, & Route Access
    157
- Setting Business Hours
  158
- Routing Calls on Holidays
  160
- Configuring System Speed Dialing
  162
- Defining System Call Restrictions
  163
- Creating Account Codes
  166
  - Adding and Deleting Account Codes
    167
- Setting up Call Reports
  168
  - Internal Database Configuration (Internal Logger Service)
    169
  - External (Remote) Logging of Call Data
    170
  - Exporting through a Local Port
    170
  - Country Relevant
    171
  - Setting Toll Call Prefixes
    172
  - Setting Emergency Numbers
    172
  - Setting the TDM Bus Mode
    172
- CT-Bus Clock Configuration
  173
- Audio Peripheral Configuration
  173
- Activity
  176
- Feature Profiles
  179
Chapter 6 Board Configuration

183
- Using the Triton Resource Board
  184
- Configuring the Quantum Board
  184
- Configuring the Triton Analog Station Board
  186
- Configuring the Triton Analog Trunk LS/GS and LS Boards
  188
- Configuring the Triton Voip Board
  189
  - Voice over IP
    190
  - Triton Voip Board
    190
  - Board Installation
    191
  - Troubleshooting-Common Symptoms and Solutions
    192
- Configuring the Triton T1/E1/PRI Board
  193
Chapter 7 Trunk Configuration

217
- Selecting Trunks to Set Attributes
  219
- Configuring One or Multiple Trunks
  219
- Setting General Trunk Attributes
  219
- Quantum Trunk Properties
  222
- Triton Analog Trunk GS/LS Properties
  225
- Triton Voip Trunk Configuration
  236
- Rtp Configuration
  238
- Triton T1/PRI Trunk Properties
  240
  - Caller ID and DID Incoming Sequence Example
    243
- Incoming Call Routing
  244
  - Regular Trunk Calls
    244
  - Web IP Calls
    245
- Outgoing Call Blocking
  245
Chapter 8 Voice Mail Configuration

247
- Managing Messages
  247
- Creating Distribution Lists
  251
  - Defining a Distribution List
    252
Chapter 9 Voip Configuration

253
- Defining an IP Dialing Table
  253
  - About the Location ID Digit Length
    253
  - Defining the IP Dialing Table
    254
  - Setting the Location ID Digit Length
    255
  - Defining Remote Locations
    255
- Setting Voip Codecs
  257
- Network Configuration Guidelines for Voip
  261
  - Firewall Configuration
    262
  - Network Using Nat
    262
  - Wan Router Configuration
    262
  - Of IP Phones
    263
- Configuration Guidelines for NAT
  264
  - Altigatekeeper Installation
    265
  - IP Phone Configuration
    265
  - Nat
    266
- Firewall Considerations
  279
- Setting up H.323 Traffic Forwarding for NAT
  280
  - Altiware NAT Support Feature
    281
  - Altigen IP Phone NAT Support Feature
    282
- Setting up an Alticontact Manager-To-Alticontact Manager IP Network
  283
Chapter 10 Out Call Routing Configuration

285
- Working with Route Definitions
  286
- Setting Default Routes
  288
  - About Call Routing and 911 Calls
    289
- Setting Dialing Pattern Routing
  290
Chapter 11 IVR Configuration

295
- Planning Is Essential
  295
- Example: IVR Planning
  296
- Adding Ivrs
  297
- Editing Ivrs
  298
  - Configuring Menu Items
    299
  - Collecting Digits
    302
  - Making IVR Assignments
    303
- Phrase Management
  303
  - Using Pre-Recorded Prompts
    304
  - Recording Custom Phrases
    304
  - Using Professionally Recorded Phrases
    305
Chapter 12 Callcenter Configuration

307
- Caller ID Routing
  307
  - Adding and Deleting Caller ID Route Entries
    308
  - Defining the Routing
    309
- DNIS Routing
  309
  - Adding and Deleting DNIS Route Entries
    310
  - Defining the Routing
    311
- Agent Logout Reason Codes
  312
Call Recording Configuration

315
Chapter 13

315
Chapter 14 Extension Configuration

323
- Setting up Extensions
  325
  - Adding New Extensions
    326
  - Establishing Basic Extension Attributes
    326
  - Forced Account Code
    329
  - Changing the Extension Location or Type
    330
  - Setting an IP Extension
    331
  - Setting the Line Properties
    332
  - Feature Profile
    336
  - Phone Display Options
    337
- Setting up Groups
  338
  - Setting Wrapup Time
    340
  - Setting Inter Call Delay
    340
- Setting up Station Speed Dialing
  341
- Setting the Mailbox Options
  343
  - Setting an Information-Only Mailbox
    344
  - Disabling a Mailbox
    344
  - Synchronizing with Exchange Server
    344
  - SMTP/POP3 Setting
    344
  - Mail Forwarding Options
    344
  - Setting Message Playback Options
    345
  - Press "0" Option
    346
  - Setting Mailbox Capacities
    346
- Setting Message Notification Options
  346
  - Setting the Message Types for Notification
    347
  - Emergency Notification
    348
  - Redundancy Notification
    348
  - Setting the Type of Notification
    348
  - Setting Notification Timing
    349
  - Setting Notification Business Hours
    350
  - Enabling Message Notification
    350
- Configuring Calling Restrictions
  350
  - Setting Call Restriction Options
    351
  - Setting Other Call Restrictions
    352
- Setting Answering Options
  352
  - Forwarding All Calls
    354
  - Do Not Disturb
    356
  - Handling Busy Calls
    356
  - Setting Call Waiting Options
    356
  - Handling Unanswered Calls
    357
- Configuring One Number Access
  358
  - One Number Access Options
    359
  - Call Screening
    360
  - Setting Caller ID Verification
    360
  - Specifying Forwarding Numbers
    361
- Setting up Monitor Lists
  361
  - Configuring a Monitor List
    362
- Feature Tips
  363
Chapter 15 Huntgroup Configuration

365
- Setting up Huntgroups
  367
  - Adding a Huntgroup
    367
  - Establishing Basic Huntgroup Attributes
    368
  - Setting Call Restrictions
    369
- Establishing Huntgroup Membership
  369
- Setting Huntgroup Mail Management
  375
  - Disabling a Mailbox
    375
  - Synchronizing with Exchange Server
    376
  - Setting Email Options
    376
  - Setting Mailbox Playback Options
    377
  - Setting Mailbox Capacities
    377
- Setting Message Notification Options
  378
- Setting Call Handling Options
  381
  - Handling Busy Calls
    382
  - Forwarding All Calls
    383
  - Handling Unanswered Calls
    384
  - Setting Huntgroup Handling
    385
  - Group RNA Handling
    386
- Setting Queue Management Options
  387
Chapter 16 Workgroup Configuration

389
- Creating a Workgroup
  390
- Establishing Basic Workgroup Attributes
  391
- Service Level Threshold
  392
- Workgroup Recording Options
  393
- Multimedia Support
  395
- Establishing Workgroup Membership
  396
  - Automatic Log In/Out
    398
- Setting Business Hours
  399
- Skill Setting Assignment
  401
- Setting the Mailbox Options
  402
  - Disabling a Mailbox
    403
  - Synchronizing with Exchange Server
    403
  - SMTP/POP3 Setting
    403
  - Mail Forwarding Options
    404
  - Setting Message Playback Options
    404
  - Setting Mailbox Capacities
    405
- Setting Message Notification Options
  405
- Setting Call Handling Options
  409
  - Handling Busy Calls
    410
  - Forwarding All Calls
    410
  - Handling Unanswered Calls
    412
  - Setting Workgroup Handling
    413
  - Group Rna/Logout Handling
    414
- Queue Management
  416
  - Basic Queuing Control
    417
    
    Queue Overflow Routing
    418
    
    Quit Queue Option
    419
    
    Expected Wait Time Sampling
    420
    
    Priority Promotion
    420
  - Advanced Queue Management (AQM)
    421
  - Application Extension Queue Control
    426
  - Operation Notes
    426
Chapter 17 Setting up IP Extensions

427
- System Requirements
  428
- Configuration
  428
  - ACM Admin
    428
  - Clients
    429
Chapter 18

431
Altigen IP Phone Configuration

431
Chapter 19

437
Line Park Configuration

437
Chapter 20

439
Paging Group Configuration

439
Chapter 21 Application Extension Configuration

443
- Application Extension Setup
  443
  - Application Failover Plan
    445
  - Application Information
    445
Chapter 22 Alti-Mobile Extensions

447
- Alti-Mobile Extension Diagram
  447
Chapter 23 ACM Redundancy

457
- Installation
  458
  - Initial Device Setup
    458
- Configuration Procedures
  459
  - Adding Redundancy to an Existing 5.0A Server
    462
  - Maintenance
    462
  - Bootup/Shut down Procedures
    462
  - Board/Hardware Level Configuration
    462
  - CT-BUS Clock Master
    462
  - Configuration in Inactive System Is Not Allowed
    463
  - 30-Day Limit for Secondary System
    463
  - Manual Switch over
    463
  - External Logger Service
    464
  - Limitations
    464
Chapter 24 System Data Management

467
- Using Backup and Restore
  467
- Backing up Files
  468
- Scheduling Backups
  469
- Restoring Backed up Files
  470
Chapter 25 System Report Management

471
- System Summary Report
  471
- System Log
  472
- IP Cumulative Traffic Statistics
  473
- Resetting Cumulative Statistics
  474
Chapter 26 Data and Internet Integration

475
- Network Protocol and Addressing
  475
  - Network Address
    476
  - Local Address
    477
- Setting up Email Service
  478
- Setting up an Exchange Server
  484
- About Altireach Configuration
  509
- TAPI Integration
  
  511
Chapter 28 Tools and Applications

519
- Work/Hunt Group Converter
  519
- Configuration Reader
  521
- Extension Checker
  522
- MVIP Test Tool
  524
- DINA Manager
  524
APPENDIX A E1-R2 and T1/E1 ISDN PRI Installations

527
- E1 R2 CAS Installation
  527
- T1/E1 ISDN PRI Installation
  540
- Ppendix
  541
Ppendix

527
APPENDIX B Technical Support & Product Repair Services

541
- Technical Support
  541
  - Unresolved Problems Escalation Procedure
    542
- Repair and Replacement
  543
- Altigen Policies for Repair Services/Returns
  543
- Technical Training
  544
Glossary

547
Index

576
Readers Comment Form

577

Altigen Categories

Software IP Phone Telephone Accessories

Telephone Server

More Altigen Manuals

Altigen AltiContact Manager Version 5.0A Manuals

Altigen AltiContact Manager Version 5.0A Administration Manual (578 pages)

Table of Contents

Preface: about this Manual

Chapter 1 Overview

Chapter 2 System Requirements

Chapter 3 Software Installation

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

Call Recording Configuration

Chapter 13

Chapter 14 Extension Configuration

Chapter 15 Huntgroup Configuration

Chapter 16 Workgroup Configuration

Chapter 17 Setting up IP Extensions

Chapter 18

Altigen IP Phone Configuration

Chapter 19

Line Park Configuration

Chapter 20

Paging Group Configuration

Chapter 21 Application Extension Configuration

Chapter 22 Alti-Mobile Extensions

Chapter 23 ACM Redundancy

Chapter 24 System Data Management

Chapter 25 System Report Management

Chapter 26 Data and Internet Integration

TAPI Integration

Chapter 28 Tools and Applications

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

Ppendix

APPENDIX B Technical Support & Product Repair Services

Glossary

Index

Readers Comment Form

Related Products

Altigen Categories