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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

  • 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................................................................................................................................................................
  • 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................................................................................................................................................................