AltiGen comm AltiWare ACC 5.2 Manuals

Manuals and User Guides for AltiGen comm AltiWare ACC 5.2. We have 2 AltiGen comm AltiWare ACC 5.2 manuals available for free PDF download: Administration Manual

AltiGen comm AltiWare ACC 5.2 Administration Manual

AltiGen comm AltiWare ACC 5.2 Administration Manual (436 pages)

Brand: AltiGen comm | Category: Software | Size: 6.62 MB
Table of contents
Table Of Contents3................................................................................................................................................................
About Thi Manual13................................................................................................................................................................
Related Publications13................................................................................................................................................................
Overview15................................................................................................................................................................
Technology Enhancements in Release 5.1 and 5.215................................................................................................................................................................
SIP Implementation15................................................................................................................................................................
C HAPTER15................................................................................................................................................................
Multi-Site Enterprise Management - AltiEnterprise Manager16................................................................................................................................................................
Multi-Chassis Gateway Support17................................................................................................................................................................
Capacity Improvements18................................................................................................................................................................
Voice Processing New Features and Enhancements18................................................................................................................................................................
PBX New Features and Enhancements18................................................................................................................................................................
Call Center New Features and Enhancements19................................................................................................................................................................
Client Application New Features and Enhancements19................................................................................................................................................................
Key System Features21................................................................................................................................................................
IP PBX Features21................................................................................................................................................................
Automatic Call Distribution Features24................................................................................................................................................................
Auto Attendant (AA) Features27................................................................................................................................................................
Voice Mail Features27................................................................................................................................................................
Internet Integration Features28................................................................................................................................................................
System and Administration Features29................................................................................................................................................................
Voice over IP Features30................................................................................................................................................................
Multi-Site VoIP Management - AltiEnterprise Manager31................................................................................................................................................................
Optional Add-On Software32................................................................................................................................................................
AltiWare Requirements33................................................................................................................................................................
Minimum System Requirements33................................................................................................................................................................
Supported Operating Systems33................................................................................................................................................................
CPU, Memory, and HDD Requirements34................................................................................................................................................................
Preparation for Installation34................................................................................................................................................................
AltiWare Licenses35................................................................................................................................................................
Installing AltiWare35................................................................................................................................................................
Installing AltiWare Admin on a Network Client36................................................................................................................................................................
Uninstalling AltiWare36................................................................................................................................................................
Troubleshooting (Error Messages)36................................................................................................................................................................
Logging In and Out39................................................................................................................................................................
Changing the Password40................................................................................................................................................................
The AltiWare Administrator Main Window40................................................................................................................................................................
The Main Menu40................................................................................................................................................................
Quick Access Toolbar41................................................................................................................................................................
Status Bar42................................................................................................................................................................
The View Windows42................................................................................................................................................................
Boards View Window42................................................................................................................................................................
Extension View Window43................................................................................................................................................................
Trunk View Window44................................................................................................................................................................
Call Log View Window45................................................................................................................................................................
Workgroup View Window45................................................................................................................................................................
Current Resource Statistics Window46................................................................................................................................................................
Stopping the AltiGen Switching Service47................................................................................................................................................................
Programs Available from the Windows Start Menu48................................................................................................................................................................
System Configuration49................................................................................................................................................................
Setting General Parameters50................................................................................................................................................................
Setting a System Number Plan52................................................................................................................................................................
Setting Business Hours58................................................................................................................................................................
Routing Calls on Holidays60................................................................................................................................................................
Configuring System Speed Dialing62................................................................................................................................................................
Defining System Call Restrictions64................................................................................................................................................................
Blocking Calls to Area Codes from All Extensions65................................................................................................................................................................
Setting Unrestricted Area Codes65................................................................................................................................................................
Locking Attacked Extensions66................................................................................................................................................................
Blocking All Outgoing Calls66................................................................................................................................................................
Enabling Hop Off for Tie Trunks66................................................................................................................................................................
Setting 10-Digit Dialing Area Codes66................................................................................................................................................................
Creating Account Codes67................................................................................................................................................................
Adding and Deleting Account Codes67................................................................................................................................................................
Setting up Call Reports67................................................................................................................................................................
Internal Database Configuration (Internal Log Service)68................................................................................................................................................................
External (Remote) Logging of Call Data69................................................................................................................................................................
Exporting Through a Local Port69................................................................................................................................................................
Country-Relevant Settings70................................................................................................................................................................
Setting Toll Call Prefixes70................................................................................................................................................................
Setting Emergency Numbers71................................................................................................................................................................
Audio Peripheral Configuration71................................................................................................................................................................
Setting Greeting and Update Prompts73................................................................................................................................................................
Configuring Overhead Paging73................................................................................................................................................................
Activity73................................................................................................................................................................
Feature Profiles75................................................................................................................................................................
Gateway Management77................................................................................................................................................................
Managing AltiGateways78................................................................................................................................................................
Setting Parameters79................................................................................................................................................................
Adding and Attaching a Gateway80................................................................................................................................................................
Detaching and Deleting a Gateway81................................................................................................................................................................
Changing Gateway ID and Password81................................................................................................................................................................
AltiGateway Configuration Tool82................................................................................................................................................................
Voice Mail Configuration85................................................................................................................................................................
Managing Messages85................................................................................................................................................................
Setting Message Notification Retries86................................................................................................................................................................
Setting Message Management Options87................................................................................................................................................................
Setting Message Recording Options87................................................................................................................................................................
Setting E-mail Messaging Options87................................................................................................................................................................
Synchronizing E-mail with Exchange88................................................................................................................................................................
Creating Distribution Lists88................................................................................................................................................................
Defining a Distribution List89................................................................................................................................................................
Auto Attendant Configuration91................................................................................................................................................................
Planning Is Essential91................................................................................................................................................................
Example: AA Planning92................................................................................................................................................................
Adding Auto Attendants92................................................................................................................................................................
Editing Auto Attendants93................................................................................................................................................................
Configuring Menu Items94................................................................................................................................................................
Making Auto Attendant Assignments98................................................................................................................................................................
Phrase Management98................................................................................................................................................................
Using Pre-Recorded Prompts98................................................................................................................................................................
Recording Custom Phrases from the AltiGen Phone99................................................................................................................................................................
Using Professionally Recorded Phrases99................................................................................................................................................................
Multilingual Configuration101................................................................................................................................................................
Configuration Overview101................................................................................................................................................................
Creating Language Phrase Packages102................................................................................................................................................................
Storing Language Phrase Packages102................................................................................................................................................................
Configuring for a Multilingual System103................................................................................................................................................................
Enabling Multilingual Support in the Auto Attendant104................................................................................................................................................................
Configuring the Extension105................................................................................................................................................................
Extension User Can Change Language Setting106................................................................................................................................................................
Using DNIS to Set the Language107................................................................................................................................................................
Which Language Will Be Used108................................................................................................................................................................
Call Recording Configuration109................................................................................................................................................................
Description of the Recorded File Name109................................................................................................................................................................
Configuring Call Recording110................................................................................................................................................................
Using a Remote Shared Directory111................................................................................................................................................................
Application Extension Configuration117................................................................................................................................................................
Application Extension Setup117................................................................................................................................................................
Application Failover Plan118................................................................................................................................................................
Application Information119................................................................................................................................................................
Readying the Application119................................................................................................................................................................
Board Configuration121................................................................................................................................................................
Using the Triton Resource Board123................................................................................................................................................................
Using the Triton MeetMe Conference Board123................................................................................................................................................................
Configuring the Quantum Board123................................................................................................................................................................
Configuring the Triton Analog Station Board124................................................................................................................................................................
Configuring the Triton Analog Trunk LS/GS and LS Boards125................................................................................................................................................................
Configuring the Triton VoIP Board125................................................................................................................................................................
Configuring the Triton T1/E1 Board126................................................................................................................................................................
Configuring the Board126................................................................................................................................................................
Setting up Channels on the Triton T1/E1 Board131................................................................................................................................................................
Installing a Channel Service Unit (CSU)139................................................................................................................................................................
Troubleshooting T1/E1—Common Symptoms139................................................................................................................................................................
Configuring Virtual Boards SIPSP and H323SP140................................................................................................................................................................
Configuring the SIPSP Board140................................................................................................................................................................
Configuring the H323SP Board141................................................................................................................................................................
Configuring the MAX Board142................................................................................................................................................................
Configuring the Virtual MobileExt Board143................................................................................................................................................................
Trunk Configuration145................................................................................................................................................................
Trunks Out of Service145................................................................................................................................................................
Channel Identification145................................................................................................................................................................
Opening the Trunk Configuration Window146................................................................................................................................................................
Selecting Trunks to Set Attributes147................................................................................................................................................................
Configuring One or Multiple Trunks148................................................................................................................................................................
Setting General Trunk Attributes148................................................................................................................................................................
H323 Tie Trunk Properties152................................................................................................................................................................
SIP Tie Trunk Properties152................................................................................................................................................................
SIP Trunk Properties153................................................................................................................................................................
Configuring a SIP Trunk153................................................................................................................................................................
Triton T1/E1 Trunk Properties155................................................................................................................................................................
Caller ID and DID Incoming Sequence Example157................................................................................................................................................................
Triton Analog Trunk GS/LS Properties158................................................................................................................................................................
Performing Impedance Match on Your Own161................................................................................................................................................................
Using the Match Impedance Button161................................................................................................................................................................
Measuring the Rx Level of a Trunk Channel162................................................................................................................................................................
If You Need to Improve the Rx Level163................................................................................................................................................................
If You Don't Have the Milli-Watt Test Number163................................................................................................................................................................
Quantum Trunk Properties167................................................................................................................................................................
Incoming Call Routing170................................................................................................................................................................
Regular Trunk Calls170................................................................................................................................................................
Web IP Calls170................................................................................................................................................................
Outgoing Call Blocking171................................................................................................................................................................
In Call Routing Configuration173................................................................................................................................................................
Caller ID Routing174................................................................................................................................................................
Adding and Deleting Caller ID Route Entries174................................................................................................................................................................
Defining Caller ID Routing175................................................................................................................................................................
DNIS Routing175................................................................................................................................................................
Adding and Deleting DNIS Route Entries176................................................................................................................................................................
Defining DNIS Routing176................................................................................................................................................................
Out Call Routing Configuration179................................................................................................................................................................
Configuring Out Call Routing180................................................................................................................................................................
Working with Route Definitions181................................................................................................................................................................
Setting Default Routes182................................................................................................................................................................
Working on Dialing Patterns183................................................................................................................................................................
Configuration Example - Solving 10-digit Dialing186................................................................................................................................................................
Resolving Dialing Delay for Non-USA/Canada Countries188................................................................................................................................................................
Extension Configuration191................................................................................................................................................................
About the Apply To Button192................................................................................................................................................................
Setting up Extensions192................................................................................................................................................................
Setting Personal Information193................................................................................................................................................................
Forced Account Code195................................................................................................................................................................
Call Recording Options195................................................................................................................................................................
Physical Location and Type197................................................................................................................................................................
Setting the Line Properties197................................................................................................................................................................
IP Extension Configuration200................................................................................................................................................................
Phone Display Options201................................................................................................................................................................
Configuring Group Options for an Extension201................................................................................................................................................................
Setting up Station Speed Dialing204................................................................................................................................................................
Setting the Mailbox Options205................................................................................................................................................................
Setting an Information-Only Mailbox205................................................................................................................................................................
Disabling a Mailbox205................................................................................................................................................................
Synchronizing with Exchange Server206................................................................................................................................................................
SMTP/POP3 Setting206................................................................................................................................................................
Mail Forwarding Options206................................................................................................................................................................
Setting Message Playback Options206................................................................................................................................................................
Press "0" Option207................................................................................................................................................................
Setting Mailbox Capacities207................................................................................................................................................................
Setting Message Notification Options207................................................................................................................................................................
Setting the Message Types for Notification208................................................................................................................................................................
Emergency Notification209................................................................................................................................................................
Unusual VM Activity Notification209................................................................................................................................................................
Setting the Type of Notification210................................................................................................................................................................
Setting Notification Timing211................................................................................................................................................................
Setting Notification Business Hours211................................................................................................................................................................
Enabling Message Notification212................................................................................................................................................................
Configuring Calling Restrictions212................................................................................................................................................................
Setting Call Restriction Options212................................................................................................................................................................
Setting Other Call Restrictions213................................................................................................................................................................
Setting Answering Options213................................................................................................................................................................
Forwarding All Calls214................................................................................................................................................................
Do Not Disturb215................................................................................................................................................................
Handling Busy Calls216................................................................................................................................................................
Setting Call Waiting Options216................................................................................................................................................................
Handling Unanswered Calls216................................................................................................................................................................
Configuring One Number Access217................................................................................................................................................................
One Number Access Options218................................................................................................................................................................
Call Screening219................................................................................................................................................................
Setting Caller ID Verification219................................................................................................................................................................
Specifying Forwarding Numbers219................................................................................................................................................................
Setting Up Monitor Lists220................................................................................................................................................................
Configuring a Monitor List220................................................................................................................................................................
Setting Up IP Extensions223................................................................................................................................................................
Setting an IP Extension227................................................................................................................................................................
Setting VoIP Codec for IP Extension228................................................................................................................................................................
AltiGen IP Phone Configuration231................................................................................................................................................................
Mobile Extension Configuration237................................................................................................................................................................
Mobile Extension Diagram238................................................................................................................................................................
Setting Up a Mobile Extension238................................................................................................................................................................
Voice Mail for Mobile Extensions245................................................................................................................................................................
Mobile Extension Limitations245................................................................................................................................................................
Hunt Group Configuration247................................................................................................................................................................
Overview of Huntgroup Configuration Window248................................................................................................................................................................
Setting Up Huntgroups248................................................................................................................................................................
Establishing Basic Hunt Group Attributes249................................................................................................................................................................
Setting Call Restrictions250................................................................................................................................................................
Establishing Hunt Group Membership250................................................................................................................................................................
Setting Login Status for System Restart251................................................................................................................................................................
Setting Hunt Group Mail Management251................................................................................................................................................................
Setting E-mail Options252................................................................................................................................................................
Setting Mailbox Playback Options253................................................................................................................................................................
Setting Call Handling Options256................................................................................................................................................................
Setting a Hunt Group's Call Distribution Rule258................................................................................................................................................................
Setting Queue Management Options260................................................................................................................................................................
Paging Group Configuration261................................................................................................................................................................
Line Park Configuration265................................................................................................................................................................
Workgroup Configuration269................................................................................................................................................................
Workgroup Functionalities269................................................................................................................................................................
Creating and Configuring Workgroups272................................................................................................................................................................
Overview of Workgroup Configuration Window272................................................................................................................................................................
Setting Up Workgroups273................................................................................................................................................................
Establishing Basic Workgroup Attributes273................................................................................................................................................................
Service Level Threshold275................................................................................................................................................................
Workgroup Recording Options275................................................................................................................................................................
Establishing Workgroup Membership277................................................................................................................................................................
Setting Up Skill Based Routing281................................................................................................................................................................
Setting Rules for Skill Based Routing283................................................................................................................................................................
Setting Workgroup Mail Management285................................................................................................................................................................
Voice Mail Access Option288................................................................................................................................................................
Number of Rings Before Handling293................................................................................................................................................................
Setting IntraGroup Call Distribution293................................................................................................................................................................
Queue Management - Basic295................................................................................................................................................................
Setting Queue Phrase Options296................................................................................................................................................................
Queue Announcement296................................................................................................................................................................
Expected Wait Time Sampling297................................................................................................................................................................
Queue Overflow Forwarding297................................................................................................................................................................
Quit Queue Option298................................................................................................................................................................
Priority Promotion298................................................................................................................................................................
Supervisor Queue Control298................................................................................................................................................................
Queue Management - Advanced299................................................................................................................................................................
Announcement299................................................................................................................................................................
Menu Selection300................................................................................................................................................................
Queue Overflow301................................................................................................................................................................
Application Extension Queue Control302................................................................................................................................................................
Agent Logout Reason Codes302................................................................................................................................................................
Managing and Using MeetMe Conference305................................................................................................................................................................
Setting the MeetMe Conference Extension306................................................................................................................................................................
MeetMe Conference Window306................................................................................................................................................................
Working in the MeetMe Conference Window307................................................................................................................................................................
Creating a Meeting308................................................................................................................................................................
E-mailing a Meeting Invitation311................................................................................................................................................................
Modifying the E-mail Template312................................................................................................................................................................
Starting and Stopping a Meeting312................................................................................................................................................................
Continuing a Meeting Beyond Its Duration Time312................................................................................................................................................................
Joining a Meeting313................................................................................................................................................................
ISP/Intranet Quality of Service (QoS)315................................................................................................................................................................
WAN Bandwidth315................................................................................................................................................................
WAN Router Configuration316................................................................................................................................................................
Firewall Configuration316................................................................................................................................................................
Network Using NAT316................................................................................................................................................................
Network Configuration Guidelines for AltiGen IP Phones317................................................................................................................................................................
Configuration Guidelines for NAT317................................................................................................................................................................
Private Network Configuration Example317................................................................................................................................................................
VPN Network Configuration Example319................................................................................................................................................................
Network Configuration Guidelines for VoIP322................................................................................................................................................................
Enterprise VoIP Network Management323................................................................................................................................................................
Understanding VoIP Bandwidth Requirements324................................................................................................................................................................
Opening AltiEnterprise Manager325................................................................................................................................................................
Changing the AltiEnterprise Manager Password327................................................................................................................................................................
Setting VoIP Codec Profiles328................................................................................................................................................................
Assigning Codec Profiles to IP Addresses330................................................................................................................................................................
Defining IP Networks332................................................................................................................................................................
Defining Your Network333................................................................................................................................................................
Configuring a Public or Intranet Pipe334................................................................................................................................................................
Configuring AltiServ Behind NAT335................................................................................................................................................................
Defining the IP Dialing Table336................................................................................................................................................................
The Multi-site VoIP Domain339................................................................................................................................................................
Creating a Multi-site VoIP Domain339................................................................................................................................................................
Declaring Additional Servers for the VoIP Domain341................................................................................................................................................................
Working with Servers in the Domain342................................................................................................................................................................
Adding a Server to a VoIP Domain343................................................................................................................................................................
Rejoining a Server to the VoIP Domain344................................................................................................................................................................
Managing Domain Users345................................................................................................................................................................
The Scope of an Extension in the VoIP Domain346................................................................................................................................................................
Changing an Extension's Scope from Local to Global348................................................................................................................................................................
Changing an Extension's Scope from Global to Local349................................................................................................................................................................
Relocating a Global Extension350................................................................................................................................................................
Configuring Global Least Cost Routing352................................................................................................................................................................
When Information May Be Out of Sync354................................................................................................................................................................
System Report Management355................................................................................................................................................................
System Summary Report355................................................................................................................................................................
IP Cumulative Traffic Statistics356................................................................................................................................................................
Resetting Cumulative Statistics357................................................................................................................................................................
Microsoft Exchange Integration359................................................................................................................................................................
Requirements359................................................................................................................................................................
Exchange Server Configuration362................................................................................................................................................................
Exchange System Manager Configuration363................................................................................................................................................................
Installing Outlook 2003/2007 Client on the AltiWare System367................................................................................................................................................................
Enabling the Exchange Server369................................................................................................................................................................
Enable Exchange Integration in AltiWare Admin371................................................................................................................................................................
Testing the Exchange Server Setup372................................................................................................................................................................
Troubleshooting Tips372................................................................................................................................................................
Notes374................................................................................................................................................................
TAPI Integration375................................................................................................................................................................
Installing the TAPI Proxy Server375................................................................................................................................................................
Setting Up the Client376................................................................................................................................................................
Install the AltiGen TAPI Service Provider on the Client376................................................................................................................................................................
Set Up Phone and Modem Options376................................................................................................................................................................
Set Up Phone Dialer378................................................................................................................................................................
Testing TAPI Service Provider on the Client System379................................................................................................................................................................
Making a Call in Microsoft Outlook379................................................................................................................................................................
Changing TAPI Configuration Parameters381................................................................................................................................................................
Tools and Applications383................................................................................................................................................................
AltiGen Board Test383................................................................................................................................................................
CT-Bus Test Tool384................................................................................................................................................................
Backup and Restore Utility384................................................................................................................................................................
Backing Up Files385................................................................................................................................................................
Scheduling Backups385................................................................................................................................................................
Restoring Backed up Files386................................................................................................................................................................
AltiWare Admin & Extension Security Checker387................................................................................................................................................................
Checking Extension Security388................................................................................................................................................................
Start & Stop All AltiGen Services390................................................................................................................................................................
Trace Collector390................................................................................................................................................................
Limitations393................................................................................................................................................................
Voice File Converter394................................................................................................................................................................
Read Config395................................................................................................................................................................
Work/Hunt Group Converter396................................................................................................................................................................
E1-R2 and E1 ISDN PRI Installations399................................................................................................................................................................
E1 R2 CAS Installation399................................................................................................................................................................
E1 ISDN PRI Installation411................................................................................................................................................................
Required Service Parameters415................................................................................................................................................................
Service Parameters/Request Information for T1415................................................................................................................................................................
Service Parameters/Request Information for PRI417................................................................................................................................................................
Service Parameters/Request Information for E1418................................................................................................................................................................
Network Ports419................................................................................................................................................................
Remote IP Phones Behind NAT421................................................................................................................................................................
Technical Support423................................................................................................................................................................
Product Repair424................................................................................................................................................................
Technical Training for Administrators424................................................................................................................................................................
Troubleshooting427................................................................................................................................................................
Troubleshooting VoIP—Common Symptoms and Solutions427................................................................................................................................................................
Index429................................................................................................................................................................
AltiGen comm AltiWare ACC 5.2 Administration Manual

AltiGen comm AltiWare ACC 5.2 Administration Manual (399 pages)

Brand: AltiGen comm | Category: Software | Size: 5.93 MB
Table of contents
Table Of Contents3................................................................................................................................................................
About This Manual13................................................................................................................................................................
Related Publications13................................................................................................................................................................
Overview15................................................................................................................................................................
Technology Enhancements in Release 5.1 and 5.215................................................................................................................................................................
SIP Implementation15................................................................................................................................................................
C HAPTER15................................................................................................................................................................
Multi-Site Enterprise Management - AltiEnterprise Manager16................................................................................................................................................................
Multi-Chassis Gateway Support17................................................................................................................................................................
Capacity Improvements18................................................................................................................................................................
Voice Processing New Features and Enhancements18................................................................................................................................................................
PBX New Features and Enhancements18................................................................................................................................................................
Call Center New Features and Enhancements19................................................................................................................................................................
Client Application New Features and Enhancements19................................................................................................................................................................
Key System Features21................................................................................................................................................................
IP PBX Features21................................................................................................................................................................
Automatic Call Distribution Features24................................................................................................................................................................
Auto Attendant (AA) Features27................................................................................................................................................................
Voice Mail Features27................................................................................................................................................................
Internet Integration Features28................................................................................................................................................................
System and Administration Features29................................................................................................................................................................
Voice over IP Features30................................................................................................................................................................
Multi-Site VoIP Management - AltiEnterprise Manager31................................................................................................................................................................
Optional Add-On Software32................................................................................................................................................................
AltiWare Requirements33................................................................................................................................................................
Minimum System Requirements33................................................................................................................................................................
Supported Operating Systems33................................................................................................................................................................
CPU, Memory, and HDD Requirements34................................................................................................................................................................
Preparation for Installation34................................................................................................................................................................
AltiWare Licenses35................................................................................................................................................................
Installing AltiWare35................................................................................................................................................................
Installing AltiWare Admin on a Network Client36................................................................................................................................................................
Uninstalling AltiWare36................................................................................................................................................................
Troubleshooting (Error Messages)36................................................................................................................................................................
Logging In and Out39................................................................................................................................................................
Changing the Password40................................................................................................................................................................
The AltiWare Administrator Main Window40................................................................................................................................................................
The Main Menu40................................................................................................................................................................
Quick Access Toolbar41................................................................................................................................................................
Status Bar42................................................................................................................................................................
The View Windows43................................................................................................................................................................
Boards View Window43................................................................................................................................................................
Extension View Window43................................................................................................................................................................
Trunk View Window44................................................................................................................................................................
Call Log View Window46................................................................................................................................................................
Workgroup View Window46................................................................................................................................................................
Current Resource Statistics Window47................................................................................................................................................................
Stopping the AltiGen Switching Service48................................................................................................................................................................
Programs Available from the Windows Start Menu49................................................................................................................................................................
Getting Around AltiWare Administrator50................................................................................................................................................................
System Configuration51................................................................................................................................................................
Setting General Parameters51................................................................................................................................................................
Setting a System Number Plan54................................................................................................................................................................
Setting Business Hours60................................................................................................................................................................
Routing Calls on Holidays62................................................................................................................................................................
Configuring System Speed Dialing64................................................................................................................................................................
Defining System Call Restrictions66................................................................................................................................................................
Blocking Calls to Area Codes from All Extensions67................................................................................................................................................................
Setting Unrestricted Area Codes67................................................................................................................................................................
Locking Attacked Extensions68................................................................................................................................................................
Blocking All Outgoing Calls68................................................................................................................................................................
Enabling Hop Off for Tie Trunks68................................................................................................................................................................
Setting 10-Digit Dialing Area Codes68................................................................................................................................................................
Creating Account Codes69................................................................................................................................................................
Adding and Deleting Account Codes69................................................................................................................................................................
Setting up Call Reports69................................................................................................................................................................
Internal Database Configuration (Internal Log Service)70................................................................................................................................................................
Exporting Through a Local Port71................................................................................................................................................................
Country-Relevant Settings71................................................................................................................................................................
Setting Toll Call Prefixes71................................................................................................................................................................
Setting Emergency Numbers72................................................................................................................................................................
Audio Peripheral Configuration72................................................................................................................................................................
Configuring Music On Hold and Recorded Announcements73................................................................................................................................................................
Setting Greeting and Update Prompts74................................................................................................................................................................
Configuring Overhead Paging74................................................................................................................................................................
Activity74................................................................................................................................................................
Feature Profiles76................................................................................................................................................................
Gateway Management79................................................................................................................................................................
Managing AltiGateways80................................................................................................................................................................
Setting Parameters81................................................................................................................................................................
Adding and Attaching a Gateway82................................................................................................................................................................
Detaching and Deleting a Gateway83................................................................................................................................................................
Changing Gateway ID and Password83................................................................................................................................................................
AltiGateway Configuration Tool84................................................................................................................................................................
Voice Mail Configuration87................................................................................................................................................................
Managing Messages87................................................................................................................................................................
Setting Message Notification Retries88................................................................................................................................................................
Setting Message Management Options89................................................................................................................................................................
Setting Message Recording Options89................................................................................................................................................................
Setting E-mail Messaging Options89................................................................................................................................................................
Creating Distribution Lists90................................................................................................................................................................
Defining a Distribution List91................................................................................................................................................................
Auto Attendant Configuration93................................................................................................................................................................
Planning Is Essential93................................................................................................................................................................
Example: AA Planning94................................................................................................................................................................
Adding Auto Attendants94................................................................................................................................................................
Editing Auto Attendants95................................................................................................................................................................
Configuring Menu Items96................................................................................................................................................................
Making Auto Attendant Assignments99................................................................................................................................................................
Phrase Management99................................................................................................................................................................
Using Pre-Recorded Prompts100................................................................................................................................................................
Recording Custom Phrases from the AltiGen Phone100................................................................................................................................................................
Using Professionally Recorded Phrases101................................................................................................................................................................
Multilingual Configuration103................................................................................................................................................................
Configuration Overview103................................................................................................................................................................
Creating Language Phrase Packages104................................................................................................................................................................
Storing Language Phrase Packages104................................................................................................................................................................
Configuring for a Multilingual System105................................................................................................................................................................
Enabling Multilingual Support in the Auto Attendant106................................................................................................................................................................
Configuring the Extension107................................................................................................................................................................
Extension User Can Change Language Setting108................................................................................................................................................................
Using DNIS to Set the Language109................................................................................................................................................................
Which Language Will Be Used110................................................................................................................................................................
Call Recording Configuration111................................................................................................................................................................
Description of the Recorded File Name111................................................................................................................................................................
Configuring Call Recording112................................................................................................................................................................
Using a Remote Shared Directory113................................................................................................................................................................
Application Extension Configuration119................................................................................................................................................................
Application Extension Setup119................................................................................................................................................................
Application Failover Plan120................................................................................................................................................................
Application Information121................................................................................................................................................................
Readying the Application121................................................................................................................................................................
Board Configuration123................................................................................................................................................................
Using the Triton Resource Board125................................................................................................................................................................
Using the Triton MeetMe Conference Board125................................................................................................................................................................
Configuring the Quantum Board125................................................................................................................................................................
Configuring the Triton Analog Station Board126................................................................................................................................................................
Configuring the Triton Analog Trunk LS/GS and LS Boards127................................................................................................................................................................
Configuring the Triton VoIP Board127................................................................................................................................................................
Network Configuration Guidelines127................................................................................................................................................................
Configuring the Triton T1/E1 Board128................................................................................................................................................................
Configuring the Board128................................................................................................................................................................
Setting up Channels on the Triton T1/E1 Board133................................................................................................................................................................
Installing a Channel Service Unit (CSU)141................................................................................................................................................................
Troubleshooting T1/E1—Common Symptoms141................................................................................................................................................................
Configuring Virtual Boards SIPSP and H323SP142................................................................................................................................................................
Configuring the SIPSP Board142................................................................................................................................................................
Configuring the H323SP Board143................................................................................................................................................................
Configuring the MAX Board144................................................................................................................................................................
Configuring the Virtual MobileExt Board145................................................................................................................................................................
Trunk Configuration147................................................................................................................................................................
Trunks Out of Service147................................................................................................................................................................
Channel Identification147................................................................................................................................................................
Opening the Trunk Configuration Window148................................................................................................................................................................
Selecting Trunks to Set Attributes149................................................................................................................................................................
Configuring One or Multiple Trunks149................................................................................................................................................................
Setting General Trunk Attributes150................................................................................................................................................................
H323 Tie Trunk Properties154................................................................................................................................................................
SIP Tie Trunk Properties154................................................................................................................................................................
SIP Trunk Properties155................................................................................................................................................................
Configuring a SIP Trunk155................................................................................................................................................................
Triton T1/E1 Trunk Properties157................................................................................................................................................................
Caller ID and DID Incoming Sequence Example159................................................................................................................................................................
Triton Analog Trunk GS/LS Properties160................................................................................................................................................................
Performing Impedance Match on Your Own163................................................................................................................................................................
Using the Match Impedance Button163................................................................................................................................................................
Measuring the Rx Level of a Trunk Channel164................................................................................................................................................................
If You Need to Improve the Rx Level165................................................................................................................................................................
If You Don't Have the Milli-Watt Test Number165................................................................................................................................................................
Quantum Trunk Properties169................................................................................................................................................................
Incoming Call Routing172................................................................................................................................................................
Regular Trunk Calls172................................................................................................................................................................
Outgoing Call Blocking172................................................................................................................................................................
In Call Routing Configuration175................................................................................................................................................................
Caller ID Routing176................................................................................................................................................................
Adding and Deleting Caller ID Route Entries176................................................................................................................................................................
Defining Caller ID Routing177................................................................................................................................................................
DNIS Routing177................................................................................................................................................................
Adding and Deleting DNIS Route Entries178................................................................................................................................................................
Defining DNIS Routing178................................................................................................................................................................
Out Call Routing Configuration181................................................................................................................................................................
Configuring Out Call Routing182................................................................................................................................................................
Working with Route Definitions183................................................................................................................................................................
Setting Default Routes184................................................................................................................................................................
Working on Dialing Patterns185................................................................................................................................................................
Configuration Example - Solving 10-digit Dialing188................................................................................................................................................................
Resolving Dialing Delay for Non-USA/Canada Countries190................................................................................................................................................................
Extension Configuration193................................................................................................................................................................
About the Apply To Button194................................................................................................................................................................
Setting up Extensions194................................................................................................................................................................
Setting Personal Information195................................................................................................................................................................
Forced Account Code197................................................................................................................................................................
Call Recording Options197................................................................................................................................................................
Physical Location and Type199................................................................................................................................................................
Setting the Line Properties199................................................................................................................................................................
IP Extension Configuration202................................................................................................................................................................
Phone Display Options203................................................................................................................................................................
Configuring Group Options for an Extension203................................................................................................................................................................
Setting up Station Speed Dialing206................................................................................................................................................................
Setting the Mailbox Options207................................................................................................................................................................
Setting an Information-Only Mailbox208................................................................................................................................................................
Disabling a Mailbox208................................................................................................................................................................
SMTP/POP3 Setting208................................................................................................................................................................
Mail Forwarding Options209................................................................................................................................................................
Setting Message Playback Options209................................................................................................................................................................
Press "0" Option209................................................................................................................................................................
Setting Mailbox Capacities209................................................................................................................................................................
Setting Message Notification Options210................................................................................................................................................................
Setting the Message Types for Notification211................................................................................................................................................................
Emergency Notification211................................................................................................................................................................
Unusual VM Activity Notification211................................................................................................................................................................
Setting the Type of Notification212................................................................................................................................................................
Setting Notification Timing213................................................................................................................................................................
Setting Notification Business Hours214................................................................................................................................................................
Enabling Message Notification214................................................................................................................................................................
Configuring Calling Restrictions214................................................................................................................................................................
Setting Call Restriction Options215................................................................................................................................................................
Setting Other Call Restrictions215................................................................................................................................................................
Setting Answering Options216................................................................................................................................................................
Forwarding All Calls216................................................................................................................................................................
Do Not Disturb218................................................................................................................................................................
Handling Busy Calls218................................................................................................................................................................
Setting Call Waiting Options218................................................................................................................................................................
Handling Unanswered Calls219................................................................................................................................................................
Configuring One Number Access219................................................................................................................................................................
One Number Access Options220................................................................................................................................................................
Call Screening221................................................................................................................................................................
Setting Caller ID Verification221................................................................................................................................................................
Specifying Forwarding Numbers221................................................................................................................................................................
Setting Up Monitor Lists222................................................................................................................................................................
Configuring a Monitor List223................................................................................................................................................................
Setting Up IP Extensions225................................................................................................................................................................
Setting an IP Extension229................................................................................................................................................................
Setting VoIP Codec for IP Extension230................................................................................................................................................................
AltiGen IP Phone Configuration233................................................................................................................................................................
Mobile Extension Configuration239................................................................................................................................................................
Mobile Extension Diagram240................................................................................................................................................................
Setting Up a Mobile Extension240................................................................................................................................................................
Voice Mail for Mobile Extensions247................................................................................................................................................................
Mobile Extension Limitations247................................................................................................................................................................
Hunt Group Configuration249................................................................................................................................................................
Overview of Huntgroup Configuration Window250................................................................................................................................................................
Setting Up Hunt Groups250................................................................................................................................................................
Establishing Basic Hunt Group Attributes251................................................................................................................................................................
Setting Call Restrictions252................................................................................................................................................................
Establishing Hunt Group Membership252................................................................................................................................................................
Setting Login Status for System Restart253................................................................................................................................................................
Setting Hunt Group Mail Management253................................................................................................................................................................
Setting E-mail Options254................................................................................................................................................................
Setting Mailbox Playback Options255................................................................................................................................................................
Setting Call Handling Options258................................................................................................................................................................
Setting a Hunt Group's Call Distribution Rule260................................................................................................................................................................
Setting Queue Management Options261................................................................................................................................................................
Paging Group Configuration263................................................................................................................................................................
Line Park Configuration267................................................................................................................................................................
Workgroup Configuration271................................................................................................................................................................
Workgroup Functionalities271................................................................................................................................................................
Creating and Configuring Workgroups274................................................................................................................................................................
Overview of Workgroup Configuration Window274................................................................................................................................................................
Setting Up Workgroups275................................................................................................................................................................
Establishing Basic Workgroup Attributes275................................................................................................................................................................
Service Level Threshold277................................................................................................................................................................
Workgroup Recording Options277................................................................................................................................................................
Establishing Workgroup Membership279................................................................................................................................................................
Setting Workgroup Mail Management280................................................................................................................................................................
Voice Mail Access Option283................................................................................................................................................................
Number of Rings Before Handling287................................................................................................................................................................
Setting IntraGroup Call Distribution287................................................................................................................................................................
Queue Management289................................................................................................................................................................
Setting Queue Phrase Options289................................................................................................................................................................
Queue Announcement289................................................................................................................................................................
Expected Wait Time Sampling290................................................................................................................................................................
Queue Overflow Forwarding290................................................................................................................................................................
Quit Queue Option290................................................................................................................................................................
Supervisor Queue Control291................................................................................................................................................................
Agent Logout Reason Codes291................................................................................................................................................................
Managing and Using MeetMe Conference293................................................................................................................................................................
Setting the MeetMe Conference Extension294................................................................................................................................................................
MeetMe Conference Window294................................................................................................................................................................
Working in the MeetMe Conference Window295................................................................................................................................................................
Creating a Meeting297................................................................................................................................................................
E-mailing a Meeting Invitation300................................................................................................................................................................
Modifying the E-mail Template301................................................................................................................................................................
Starting and Stopping a Meeting301................................................................................................................................................................
Continuing a Meeting Beyond Its Duration Time301................................................................................................................................................................
Joining a Meeting302................................................................................................................................................................
for VoIP303................................................................................................................................................................
ISP/Intranet Quality of Service (QoS)303................................................................................................................................................................
WAN Bandwidth303................................................................................................................................................................
WAN Router Configuration304................................................................................................................................................................
Firewall Configuration304................................................................................................................................................................
Network Using NAT304................................................................................................................................................................
Network Configuration Guidelines for AltiGen IP Phones305................................................................................................................................................................
Configuration Guidelines for NAT305................................................................................................................................................................
Private Network Configuration Example305................................................................................................................................................................
VPN Network Configuration Example307................................................................................................................................................................
Enterprise VoIP Network Management311................................................................................................................................................................
Understanding VoIP Bandwidth Requirements312................................................................................................................................................................
Opening AltiEnterprise Manager313................................................................................................................................................................
Changing the AltiEnterprise Manager Password315................................................................................................................................................................
Setting VoIP Codec Profiles316................................................................................................................................................................
Assigning Codec Profiles to IP Addresses318................................................................................................................................................................
Defining IP Networks320................................................................................................................................................................
Defining Your Network321................................................................................................................................................................
Configuring a Public or Intranet Pipe322................................................................................................................................................................
Configuring AltiServ Behind NAT323................................................................................................................................................................
Defining the IP Dialing Table324................................................................................................................................................................
The Multi-site VoIP Domain327................................................................................................................................................................
Creating a Multi-site VoIP Domain327................................................................................................................................................................
Declaring Additional Servers for the VoIP Domain329................................................................................................................................................................
Working with Servers in the VoIP Domain330................................................................................................................................................................
Adding a Server to a VoIP Domain331................................................................................................................................................................
Rejoining a Server to the VoIP Domain332................................................................................................................................................................
Managing VoIP Domain Users333................................................................................................................................................................
The Scope of an Extension in the VoIP domain334................................................................................................................................................................
Changing an Extension's Scope from Local to Global336................................................................................................................................................................
Changing an Extension's Scope from Global to Local337................................................................................................................................................................
Relocating a Global Extension338................................................................................................................................................................
Configuring Global Least Cost Routing340................................................................................................................................................................
When Information May Be Out of Sync342................................................................................................................................................................
System Report Management343................................................................................................................................................................
System Summary Report343................................................................................................................................................................
IP Cumulative Traffic Statistics344................................................................................................................................................................
Resetting Cumulative Statistics345................................................................................................................................................................
Tools and Applications347................................................................................................................................................................
AltiGen Board Test347................................................................................................................................................................
CT-Bus Test Tool348................................................................................................................................................................
Backup and Restore Utility349................................................................................................................................................................
Backing Up Files350................................................................................................................................................................
Scheduling Backups350................................................................................................................................................................
Restoring Backed up Files351................................................................................................................................................................
AltiWare Admin & Extension Security Checker352................................................................................................................................................................
Checking Extension Security353................................................................................................................................................................
Start & Stop All AltiGen Services355................................................................................................................................................................
Trace Collector355................................................................................................................................................................
Limitations358................................................................................................................................................................
Voice File Converter359................................................................................................................................................................
Read Config360................................................................................................................................................................
Work/Hunt Group Converter361................................................................................................................................................................
E1-R2 and E1 ISDN PRI Installations363................................................................................................................................................................
E1 R2 CAS Installation363................................................................................................................................................................
E1 ISDN PRI Installation375................................................................................................................................................................
Required Service Parameters379................................................................................................................................................................
Service Parameters/Request Information for T1379................................................................................................................................................................
Service Parameters/Request Information for PRI381................................................................................................................................................................
Service Parameters/Request Information for E1382................................................................................................................................................................
Network Ports383................................................................................................................................................................
Remote IP Phones Behind NAT385................................................................................................................................................................
Technical Support387................................................................................................................................................................
Product Repair388................................................................................................................................................................
Technical Training for Administrators388................................................................................................................................................................
Troubleshooting391................................................................................................................................................................
Troubleshooting VoIP—Common Symptoms and Solutions391................................................................................................................................................................
Index393................................................................................................................................................................