Altigen AltiWare OE Release 4.0 Administration Manual

Hide thumbs Also See for AltiWare OE Release 4.0:

Table of Contents

Quick Links

Download this manual

AltiWare

™

Release 4.0

System

Administration

Manual

Revised 09/2000 4403-0001-4.0

Table of Contents

Need help?

Do you have a question about the AltiWare OE Release 4.0 and is the answer not in the manual?

Questions and answers

Summary of Contents for Altigen AltiWare OE Release 4.0

Page 1 AltiWare ™ Release 4.0 System Administration Manual Revised 09/2000 4403-0001-4.0...
Page 2 This is a criminal offense. Currently, we do not know of any telecommunications system that is immune to this type of criminal activity. AltiGen Communications, Inc. will not accept liability for any damages, including long distance charges, which result from unauthorized and/or unlawful use.
Page 3: Table Of Contents
Table of Contents Contents Preface: About This Manual ......ix Related Publications ........x HAPTER Overview .
Page 4 Table of Contents Setting Message Recording Options ..... . 37 Setting E-mail Messaging Options ..... . . 38 Setting Area Code Toll Definitions .
Page 5 Table of Contents HAPTER Extension and Workgroup Configuration ... . 85 Setting up Extensions ........87 Adding New Extensions.
Page 6 Table of Contents HAPTER Out Call Routing Configuration ....121 Working with Route Definitions ......122 Setting Default Routes .
Page 7 Table of Contents HAPTER Data and Internet Integration ..... 155 Network Protocol and Addressing ......155 Network .
Page 8 How To Reach AltiGen Technical Support....199 Tech Support on AltiGen’s Web Site ....199 Unresolved Problems Escalation Procedure .
Page 9: Preface: About This Manual
Preface Preface: About This Manual This guide is designed for dealers, administrators and technicians who are responsible for installation, configuration, and administration of an AltiServ system. Another manual, the AltiServ User Guide covers the AltiServ end user features and functions such as call handling, voice mail, and web interface. The Getting Started Manual covers system specifications, installation, and an overview to navigating the AltiAdmin interface.
Page 10: Related Publications
Preface Related Publications Related publications include: • AltiWare OE Getting Started Manual • AltiServ User Guide • AltiConsole User Guide • AltiView User Guide • Center User Guide x AltiWare OE System Administration Manual...
Page 11: C Hapter
AltiGen Quantum boards into full-size ISA slots of a Windows 2000/ Windows NT Server and then installing the associated AltiWare software. AltiGen Triton boards may also be added and must be installed into PCI slots. A total of 10 Triton T1/PRI, VoIP, and Resource boards can be installed in one system.
Page 12: Key Altiserv Characteristics
Overview Key AltiServ Characteristics When you see this New icon, it means that the feature is new to 1 ( : AltiWare Release 4.0 and does not exist in earlier versions. • Quantum Board - a telephony card that uses DSP technology to provide trunks, lines, and voice processing resources.
Page 13 Key AltiServ Characteristics • Additional T1/PRI boards can be added to meet larger system requirements. The maximum number of T1/PRI boards in one system is up to four (4) T1/PRI lines (96 digital trunks). Triton Analog Station Board - a PCI bus telephony board 1 ( : that supports 12 analog extensions per board.
Page 14: Pbx Features
Overview PBX Features The PBX features include telephone switching for making calls, answering calls, and transferring calls. For more sophisticated business applications, AltiWare provides advanced features such as workgroup call routing, multiple trunk and route access codes, scheduled call routing, and flexible call restrictions.
Page 15 Key AltiServ Characteristics • Personal Call Park and Pick Up - users can park calls at one station to be picked up at another station. Up to 50 calls may be parked at one station simultaneously. • System Call Park and Pick Up - allows you to park and pick up a call at a public “location.”...
Page 16 Overview • Distinctive Call Waiting Tone - allows three different call waiting tone cadences to distinguish between internal, external, and operator calls. • Distinctive Ringing - allows three different ringing cadences to distinguish between internal, external, and operator calls. • Do Not Disturb - blocks all calls coming into a specific extension and sends them to preprogrammed destinations such as voice mail or the operator.
Page 17 Key AltiServ Characteristics • Overhead Paging by Trunk - allows the use of voice paging or broadcasting through a trunk without checking call progress. • Station Log In/Log Out - enables system users to move an extension number from one station to another, or deactivate an extension on a long-term basis.
Page 18: Automatic Call Distribution Features
Overview • Transfer to Auto Attendant - allows a user to transfer a call to an Auto Attendant by pressing FLASH #15 and then the 2- or 3-digit Auto Attendant number. • Trunk Interface: — Analog - loop start, ground start, and wink start (DID) —...
Page 19 Key AltiServ Characteristics • Multiple Workgroup Membership- allows each extension to belong to multiple workgroups. The system can be configured with a maximum of 32 workgroups and 64 members per workgroup. See “Setting up Workgroups” on page 96 for more information on this feature.
Page 20: Automated Attendant Features
Overview Workgroup Barge In - with the Triton Resource Board, 1 ( : allows a workgroup supervisor to barge into calls between workgroup agents and callers. CDR Search - an optional add-on application that allows 1 ( : workgroup supervisors to search CDR files and workgroup CDR statistics for records that match selected criteria.
Page 21: Altimail Voice Messaging Features
Key AltiServ Characteristics Web-based Call Processing - allows the Auto Attendant to 1 ( : accept calls placed over the world wide web. Data-Directed Routing - caller’s input (digit or text) can be 1 ( : used to route calls. allows the routing of calls directed by the caller’s input (digit or text) to.
Page 22 Overview • Information Only Mailbox - a mailbox can be configured to announce customized pre-recorded information when accessed. This mailbox does not allow callers to leave a message, but only to listen to the message announcement (personal greeting) from the mailbox. To repeat the message, callers are instructed to press the # key.
Page 23: Internet Integration Features
SMTP server to which all mails should be forwarded. This address can be an IP address such as 100.200.101.201, a domain name such as altigen.com, a fully qualified domain name such as symphony.altigen.com or a machine name such as symphony.
Page 24: System Administration Features
Overview • CallView - a Web-based Java application that allows for call control using a standard Web browser to manage multiple incoming calls and view information including Caller ID, calls in queue and extension status. • Remote Download of Messages via Internet - allows users who are traveling and/or working at home to download all new voice and e- mail messages in their AltiMail Post Office Box via a local internet access line.
Page 25 Key AltiServ Characteristics AltiServ resides, AltiAdmin can be installed and used to manage AltiServ over the Internet from a remote site as well. This also allows the AltiWare Administrator on the AltiServ to be closed without affecting the telephony functions which continue to run in the background on the server.
Page 26: T1/Pri Features
Overview T1/PRI Features T1/PRI features include: • Collecting Caller ID/DID Digits for T1 - allows you to configure the format and sequence of caller ID and DID digits using DTMF for a T1 connection. See “Triton T1/PRI Trunk Properties” on page 78 for more information on this feature.
Page 27 Key AltiServ Characteristics • Integrated Administration - calls through both PSTN and IP networks can be managed using a single point of administration • H.323 Standard Support - AltiWare IP is based on the H.323 protocol which is an emerging ITU standard for multimedia communications over IP.
Page 28: Voice Over Ip Session Support Altiserv Features
Overview • Jitter Removals - due to various delays in the IP network, audio packet streams may be delivered late or out of order. AltiWare IP is able to buffer incoming packets and re-sequence them by maintaining a queue. This queue is adjustable to accommodate different network environment characteristics.
Page 29: Altiserv Platforms
Key AltiServ Characteristics • Voice Mail • MS Exchange Integration • AltiConsole Client Support • AltiReach Support • AltiView / AltiView IP Extensions AltiServ Platforms AltiServ platforms can be built using a standard personal computer or server hardware with sufficient number of full-size ISA and PCI expansion slots.
Page 30 Overview CDR Search - allows administrators to search CDR files for 1 ( : records that meet selected criteria, and allows workgroup supervisors to search both CDR files and workgroup CDR statistics. 20 AltiWare OE System Administration Manuall...
Page 31: Hapter
H A P T E R System Configuration The System Configuration functions provide for configuring the AltiWare system-wide settings. You access System Configuration by selecting System Configuration... on the Management menu, or by clicking the System Configuration icon. You can then work with the following settings, each of which is accessed by a tab in the System Configuration window.
Page 32: Setting General Parameters
System Configuration Setting General Parameters The General tab is the default window you see when you open the System Configuration window. You use this window to set the system area code and number, operator extension, country, distinctive ring, conference call, and system park options.
Page 33 Setting General Parameters • Distinctive Ring—this enables users to distinguish between internal, external and operator calls by the way the phone rings: — Enable Distinctive Ring. Select this to establish a short double ring cadence for internal calls and a normal, single ring for external calls.
Page 34: Setting A System Number Plan
System Configuration Setting a System Number Plan The System Number Plan defines the extension digit length. You can use from 3 – 6digits for extensions. You also use the System Number plan to set a DID number length to use, and to define the system response to the first digit dialed—for example, pressing 9 to get a trunk line.
Page 35 Setting a System Number Plan Use the Number Plan window to specify the following: • Extension Length. The number of digits for your extension numbering system. Valid entries are from 3 – 6. For example, extension 2001 and 4020 are 4-digit extension numbers. The extension length is not adjustable once the first extension is configured.
Page 36: Assigning Trunk, Ip Trunk, & Route Access
System Configuration Assigning Trunk, IP Trunk, & Route Access You can use trunk, IP trunk, and route access outgoing call options alone or in combination when making the number plan assignments. Trunk Access Usually, 9 is used as the analog or PSTN trunk access code, and AltiWare uses 9 as the default for trunk access.
Page 37: Setting Business Hours
Setting Business Hours Setting Business Hours The Business Hours tab contains group boxes for setting the business hours and days of the week for which the business or organization is in operation. The business hours schedules are used to set other AltiWare settings such as trunk usage or routing DNIS calls to different extensions depending on the time and day.
Page 38 System Configuration Set the business schedule as follows: • Work Day. Select the days of the week on which the company does business. For example, if the company does business Monday – Friday, the check boxes for those days should show check marks. •...
Page 39: Configuring System Speed Dialing
Configuring System Speed Dialing Configuring System Speed Dialing You can set up to 60 system speed dial numbers. The numbers available are from 00 – 59, used following the system speed dial access code, #88. Speed dial settings for individual extensions are set in Extension Configuration.
Page 40: Adding Names And Comments
Open an AltiView user desktop and define the names and comments for the speed dialing numbers. Save the speed dial setup and Exit AltiView. From the C:\Program Files\AltiGen\AltiView\<ext#>\, copy sysspeedlist.dat directory to the same directory for every AltiView user desktop.
Page 41: Defining System Call Restrictions
Defining System Call Restrictions Defining System Call Restrictions Call Restriction allows you to block outgoing calls for up to 20 prefixes. This window also provides for blocking all outgoing calls and for enabling hop off to other trunks when that function has been set up. The restrictions you set up here are global restrictions.
Page 42: Blocking Calls To Area Codes From All Extensions
System Configuration Blocking Calls to Area Codes from All Extensions To add or edit system prohibited area codes: 1. Double-click an index entry in System Prohibited Prefixes list, or select the index entry and click Edit. This opens a dialog box that allows you to enter a prefix number.
Page 43: Enabling Hop Off For Tie Trunks
Defining System Call Restrictions Enabling Hop Off for Tie Trunks When selected, this function allows for calls over T1 Tie Trunks to use PSTN trunks or other servers, when those trunks have been configured to accept tie-trunk calls. For Hop Off to work, it must be enabled on all AltiServ systems on which trunk calls are able to be used as a transit switch.
Page 44: Setting Up Call Reports
System Configuration Setting up Call Reports You can set up call reporting to your local drive, to a remote server, and / or exported via a COMM port. The Call Detail Summary Report (CDR) formats are described in Appendix A on page 187.” Only trunk calls are logged in CDR records.
Page 45: Setting External Logging
CDR data. The range is from 100 – 10,000, with a default of 500. AltiGen does not provide any SQL backup and restore utility. We strongly recommend that you use SQL Backup and Maintenance utility to perform daily backup and maintenance jobs;...
Page 46: Managing Messages
System Configuration Managing Messages The Messaging function provides for setting basic parameters and options for messaging, including message notification retry attempts, deletion confirmation options, the length of time for message storage, message recording length, and email activation and usage. To access Messaging setup, select System Configuration... on the Management menu, then click the Messaging tab.
Page 47: Setting Message Management Options
Managing Messages • Retry Interval in Minutes is the number of minutes between retry attempts. Five minutes is the minimum and 60 minutes is the maximum interval allowed. The default is 5 minutes. Setting Message Management Options Set message confirmations and warnings: •...
Page 48: Setting E-Mail Messaging Options
Synchronize with Exchange Server. Before selecting this option to use an Exchange Server, you should make sure the Exchange Server and Windows / NT configuration is established. See the AltiGen document, Exchange Server Integration in AltiWare OE. Select this option if you are using an Exchange Server and want to synchronize it and the AltiServ servers—that is, when emails or voice...
Page 49: Setting Area Code Toll Definitions
Setting Area Code Toll Definitions Setting Area Code Toll Definitions The Area Codes window provides for setting exceptions to toll call rule standards regarding area codes and prefixes. To use a common example, the system treats calls that begin with 1 as long distance toll calls. You can use the Area Codes window to specify treatment of 800 and 888 numbers as free calls, This configuration enables the system to properly handle such numbers.
Page 50 System Configuration Accessing Area Codes Setup To access the Area Code window, select System Configuration... on the Management menu, then click the Area Codes tab. Here’s an example of the window: Figure 9. Area Codes window, System Configuration Adding and Deleting Entries To add entries to one of the three lists, click the Add below the appropriate list box.
Page 51: Defining An Ip Dialing Table
Defining an IP Dialing Table Defining an IP Dialing Table To use an AltiServ-to-AltiServ connection for Voice over IP, you need to configure the routing in the IP Dialing Table for each AltiServ system. To enable voice over IP, you need to have at least one Triton VoIP board installed and configured.
Page 52: Defining The Ip Dialing Table
System Configuration Defining the IP Dialing Table To access the IP Dialing Table window, select System Configuration... on the Management menu, then click the IP Dialing Table tab. Here’s an example of the window: Figure 10. Dialing Table window, System Configuration Setting the Location ID Digit Length Set the length in the Location ID Digit Length drop-down list, noting the discussion about the length on the previous page.
Page 53: Defining Remote Locations
— RFC assigned IP address (e.g. 100.100.100.100). IP addresses with prefixes of 10.0.0.0/8, 172.16.0.0/12 or 192.168.0.0/16 can only be used within private networks (Intranets). — Fully qualified DNS name (e.g., newyork.altigen.com), of up to 64 characters. This IP address format is recommended over DNS names, since with the IP address, the application does not need to resolve the name.
Page 54: Configuring Dnis Routing
System Configuration Configuring DNIS Routing When an incoming call comes through a trunk with DNIS or DID numbers, the system can route the call to the proper extension, Auto Attendant or operator based on the DNIS or DID number collected. It should be noted that DNIS supports only incoming T1, PRI, and analog DID trunks, and in the case of T1 and PRI DNIS works with incoming trunks that are not set up as Tie trunks.
Page 55: Adding And Deleting Dnis Route Entries
Configuring DNIS Routing Adding and Deleting DNIS Route Entries To add entries to the DNIS routing table, click the Add button. In the dialog box that appears, type in a DNIS Number and a descriptive DNIS Name, then click OK. The number and name entries have the following requirements: •...
Page 56: Using A Tenant Table
System Configuration Using a Tenant Table If several small businesses or groups want to share an AltiServ system, specific trunks can be assigned so that each company or group has its own set of extensions for outbound calling. Each business or group can be set up as a tenant in AltiWare, where you use the Tenants window to define the tenants, their call restrictions and call tracking.
Page 57: Configuring The Tenant Table
Using a Tenant Table Configuring the Tenant Table Configuring the tenant table involves first adding entries to the tenant list, then using Extension Configuration and Trunk Configuration to assign extensions and trunks, respectively, to tenant IDs. Creating Tenant Entries In the Tenant window, click the Add button to open a small Tenant Configuration dialog box.
Page 58: Modifying The Tenant Table
System Configuration Modifying the Tenant Table • To delete a tenant from the tenant window, simply highlight the ID number and click Delete. If you delete a tenant ID that has been assigned to an extension or to a trunk, the extension and trunk assignments are reset to NA (no assignment).
Page 59: Creating Distribution Lists
Creating Distribution Lists Creating Distribution Lists The System Distribution Lists provide for forwarding voice mail messages to multiple recipients defined as list members. To forward a voice mail to all list members, a user need only enter the two-digit ID instead of entering numerous individual extensions.
Page 60: Defining A Distribution List
System Configuration Defining a Distribution List In the Distribution List window, select an ID (0 – 99) in the System Distribution List ID drop-down list. The list name, if any, now appears in the Name box; the members of the list are now displayed in the Member box, and other available extensions are displayed in the Non-Member box.
Page 61: Setting Logoff Reason Codes
Setting Logoff Reason Codes Setting Logoff Reason Codes In a workgroup environment, logoff reason codes allow an agent to specify why he is signing off from the workgroup, and the manager can view that information. If logoff reasons are required, the system requests a reason at logoff from the phone set and from the AltiAgent application.
Page 62 System Configuration 52 AltiWare OE System Administration Manual...
Page 63: Hapter
For the board you want to configure, double click the board’s icon in the Boards window to open the Board Configuration window. To implement some board configuration changes, you must shutdown and restart AltiGen Switching Services by first choosing Shutdown Switching on the Services menu, which also closes AltiAdmin, and then re-starting AltiAdmin.
Page 64: Using The Triton Resource Board
Board Configuration Using the Triton Resource Board The Triton Resource Board, introduced with AltiWare 4.0, is a PCI bus telephony board that provides the ability for one extension to monitor other extensions (as set up in the Extension Configuration Monitor List, discussed on page 119), and the Barge In ability.
Page 65: Configuring The Quantum Board
Configuring the Quantum Board Configuring the Quantum Board Double click the board’s icon in the Boards window to open the Board Configuration window. Figure 16. Board Configuration window (Quantum Board) Use the Board Configuration window for the Quantum board to view the following attributes: •...
Page 66 Board Configuration • Board Configuration button: opens a diagnostic dialog box. Figure 17. Quantum Board Debug You can send a debug string to the board, or you can do a DSP Dump, Memory Dump, or FMIC Dump. • Reset Board button - resets the board, after you confirm by accepting a warning that resetting a board will disconnect all calls in progress on that board.
Page 67: Configuring The Triton Analog Station Board
Configuring the Triton Analog Station Board Configuring the Triton Analog Station Board Double click the board’s icon in the Boards window (Figure 15 on page 53) to open the Board Configuration window. Figure 18. Board Configuration window (Triton Analog) Use the Board Configuration window to view the following attributes: •...
Page 68: Configuring The Triton Voip Board
Board Configuration Configuring the Triton VoIP Board Double click the board’s icon in the Boards window (Figure 15 on page 53) to open the Board Configuration window. Figure 19. Board Configuration window (VoIP Board) The Board Configuration window for the Triton VoIP board displays the same options as the Quantum board, which are discussed on page 55.
Page 69: Configuring The Triton T1/Pri Board
Configuring the Triton T1/PRI Board Configuring the Triton T1/PRI Board Double click the board’s icon in the Boards window (Figure 15 on page 53) to open the Board Configuration window. Figure 20. Board Configuration window (Triton T1/PRI Board) The Board Configuration window for the Triton T1/PRI board displays the same options as the Quantum board, which are discussed on page 55, but there are additional options available.
Page 70: Triton T1 Configuration - Triton T1/Pri Dialog Box
Board Configuration This dialog box displays the board serial number and allows you to reconfigure the Clock Frequency, Digit Duration, and the Firmware File Name. You can also choose to dump a Channel State after selecting the channel in the drop down list. Span Info: displays the Total Number of Spans on the board and the status of the span in the Span Info window.
Page 71 Configuring the Triton T1/PRI Board Reading the Status Messages If the span is working, the Status line displays ‘OK.’ This status line is updated every 3 seconds. If there is an error, a message is or the types of error messages and the appropriate actions. Table 1: Span Status Error Messages Error Message Meaning...
Page 72 Board Configuration Table 1: Span Status Error Messages Error Message Meaning Action • Reading the Statistics The Statistics is an informational displays of accumulated statistics (counters) for the errors that have occurred since the last system reboot or statistics clearing. There may be non-zero values when configuring the T1 span for the first time.
Page 73 Configuring the Triton T1/PRI Board • OOF Errors - the Out Of Frame counter registers every time the T1 chip is forced to re-frame when receiving a frame with severe errors. • Rec Frame Slips - the Receiver Frame Slips counter shows the number of frame slips for the receiver.
Page 74 Board Configuration to a one. Bell Zero Code Suppression replaces bit 7 of an all zero channel byte with a one. • If you click the T1/PRI Configuration button you can set channels to either T1 or PRI, as discussed page 65. •...
Page 75: Setting Up T1 Or Pri Channels On The Triton T1/Pri Board
Configuring the Triton T1/PRI Board Setting up T1 or PRI Channels on the Triton T1/PRI Board Use the T1/PRI Configuration button (Figure 22 on pa ge60) to invoke the T1/PRI Configuration window. The Triton T1/PRI Board can be configured to either T1 or ISDN PRI through the configuration options within the window.
Page 76 Board Configuration • To enable a Tie trunk, select the Enable Tie Trunk check box at the bottom. Note that tie trunks must terminate to a system also configured as a tie trunk. Setting the ISDN PRI Switch Mode If you select a Regular or Custom ISDN PRI, you can then set the ISDN PRI Setting.
Page 77 Configuring the Triton T1/PRI Board The PRI ISDN Numbering Plan dialog box displays the six classes of numbers (call type) that can be sent to a CO: • 101CCCC Numbers - CIC (Carrier Identification Codes) dialing. • 011 International Numbers - for placing calls outside the U.S. •...
Page 78 An example of such service includes AT&T Megacom. If your CO requires specific NSF features to be present in the call setup packet, please contact AltiGen’s Technical Support department with such information from the CO and they will help you configure it.
Page 79: Hapter
H A P T E R Trunk Configuration Trunk attributes and parameters are set using the Trunk Configuration window. The attributes and options available depend on the type of board / and trunk. Trunks that are out of service are automatically tested by the system every 15 seconds.
Page 80: Selecting Trunks To Set Attributes
Trunk Configuration However you open the Trunk Configuration window, the General window appears, looking something like this example: Figure 26. General window, Trunk Configuration Selecting Trunks to Set Attributes The title bar of the Trunk Configuration window displays the card and the channel of the selected trunk.
Page 81: Setting General Trunk Attributes
Setting General Trunk Attributes Configuring One or Multiple Trunks To customize trunk characteristics, you work on one trunk at a time. To apply the same configuration to multiple trunks, use the Apply To… button. This pops up a list of all trunks, with all of the trunks selected by default.
Page 82 Trunk Configuration paging applications. If the manually selected paging ID is used by another trunk, the current paging ID is not changed. The trunk paging is accessed using the Overhead Paging by Trunk (# 45 Feature Code). For example, a user dials ‘#4508’ to connect to a paging system through the trunk with paging ID of 08.
Page 83: C Hapter
Setting General Trunk Attributes • Attribute—In Service makes the trunk available for use. Out of Service prevents the trunk from being used (for example, while performing maintenance). • Tenant Selection—the Tenant group assignment for the trunk, configured from the Tenant Table window in System Configuration, discussed on page 46.
Page 84: Quantum Trunk Properties
Trunk Configuration Quantum Trunk Properties To configure a Quantum channel, select a Quantum channel from the trunk channels list in the Trunk Configuration window, then click the Trunk Properties button or double-click the list entry to view the Quantum Trunk Line Properties dialog box. Figure 27.
Page 85 Setting General Trunk Attributes • External The Incoming Ring Type can be single or double. The Detect Trunk Status By Loop Current checkbox, if selected, causes detection of the Quantum trunk status using a loop current. Enable Caller ID Receive needs to be selected to receive caller ID digits. Centrex Flash Duration (ms) specifies the Flash Duration time in milliseconds, with a range from 50 ms to 1000 ms.
Page 86: Triton Voip Trunk Properties
Trunk Configuration Triton VoIP Trunk Properties To configure a Triton VoIP channel, select a Triton VoIP channel from the trunk channels list in the Trunk Configuration window, then click the Trunk Properties button or double-click the list entry to view the Triton VoIP Trunk Line Properties dialog box.
Page 87 Setting General Trunk Attributes The Jitter Buffer should be adjusted according to the WAN bandwidth allocated to data traffic. Refer to the Network Configuration Guidelines for VoIP section in the Getting Started Manual for more information. Debugging the Triton VoIP Configuration Click the Debug button in the Triton VoIP Configuration dialog box (see Figure 28) to open a small dialog box that allows you to type in and send a debug string.
Page 88: Triton T1/Pri Trunk Properties
Trunk Configuration Triton T1/PRI Trunk Properties To configure a Triton T1/PRI channel, select a Triton T1/PRI channel from the trunk channels list in the Trunk Configuration window, then click the Trunk Properties button or double-click the list entry to view the Triton T1/PRI Trunk Line Properties dialog box.
Page 89 Setting General Trunk Attributes The Max. seconds before the first digit setting is the maximum wait time before time-out for the system to identify this digit after either the first ring in ground start or loop start or the wink in wink start. The range is from 1 – 6 seconds, or None, with a default value is 3 seconds.
Page 90 Trunk Configuration Caller ID and DID Incoming Sequence Example The following is an example of a Caller ID and DID/DNIS incoming sequence window. Figure 30. Incoming Sequence example When a call comes in, the system tries to match the incoming sequence to either the first or second Incoming Sequence Digit String sequence.
Page 91: Incoming Call Routing
Incoming Call Routing Incoming Call Routing To set incoming call routing for a trunk, select the trunk in the General window, then click the In Call Routing tab in the Trunk Configuration window to display the In Call Routing window. The trunk location appears in the title bar: Figure 31.
Page 92: Outgoing Call Blocking
Trunk Configuration Outgoing Call Blocking To set outgoing call blocking for a trunk, select the trunk in the General window, then click the Out Call Blocking tab in the Trunk Configuration window to display the Out Call Blocking window with the selected trunk location in the title bar: Figure 32.
Page 93: Quantum Board Channel Gain Configuration
Quantum Board Channel Gain Configuration Quantum Board Channel Gain Configuration The incoming and outgoing volume can be quickly adjusted for Quantum trunks or extensions by selecting the Quantum Board Channel Gain Configuration… menu item on the Management Menu. Here’s an example of the window: Figure 33.
Page 94 Trunk Configuration 84 AltiWare OE System Administration Manual...
Page 95: Extension And Workgroup Configuration
H A P T E R Extension and Workgroup Configuration There are three types of extensions: • Physical Extensions are associated with a physical port and device, usually a telephone set. This is what most users think of as an extension.
Page 96 Extension and Workgroup Configuration • Answering—Call forwarding, call waiting, and call handling preferences and options. • One Number Access—special handling for designated VIP calls. • Monitor List—extension rights to monitor other extension calls. Three Configuration Windows in One Certain configuration functions apply only to physical extensions—for example, configuring the physical line.
Page 97: Setting Up Extensions
Setting up Extensions Accessing Extension Configuration To access Extension Configuration, either select Extension Configuration… from the Management menu, or click the Extension Configuration icon on the Quick Access Toolbar. Setting up Extensions The Extension Configuration General window provides for creating extensions and establishing their basic attributes.
Page 98: Adding New Extensions
Extension and Workgroup Configuration Adding New Extensions To add a new extension: To add an extension, click the Add button in the General window. This opens the Add New Extension dialog box. Figure 35. Add New Extension dialog box Type in an Extension Number. The number must begin with a number assigned to be used for exten- sion, and it must be the length assigned to extensions, both of which are set in the Number Plan in System Configuration as described in...
Page 99: Establishing Basic Extension Attributes
Setting up Extensions Depending on the type of extension you’re creating, take one of the following actions. • IF you’re setting a virtual or workgroup pilot number, you’re done. Click OK. • IF you’re setting up a physical extension, select an available physical location—slot and channel for the line—then click OK.
Page 100: Setting Email Options
Extension and Workgroup Configuration It is recommended to use the full 10 digit DID number, not just the last few digits. This full number guarantees the system can send the correct number as the Caller ID on PRI lines. With fewer digits, the system sends the trunk’s configured phone number as the Caller ID.
Page 101: Changing The Extension Location Or Type
Setting up Extensions Changing the Extension Location or Type Changing the Type The type of extension is set when you create the extension: physical, virtual or workstation pilot, described on page 85. After you create the extension, the type is displayed as a Type radio button list in the General window. You can change a Virtual extension to a Physical one, and vice versa, but you cannot change either to a Workgroup Pilot Number, nor can you change a workgroup pilot number to another type after it is created.
Page 102: Setting The Line Properties
Extension and Workgroup Configuration • Using dynamic IP addressing, the IP extension can log in from any IP address. However, the IP extensions must always log in via the Auto Attendant and log into voice mail to activate the IP extension. Users who travel may well prefer dynamic addressing.
Page 103 Setting up Extensions Quantum Line Properties If you select a Quantum board extension and click Line Properties, you’ll see the Quantum Line Properties dialog box. Note that you can use the Apply to… button to apply these hardware settings to one, some, or all ports on the board.
Page 104 Extension and Workgroup Configuration • Receiver Gain/Transmission Attenuation—incoming and outgoing volume for every extension. — Receiver Gain—the gain control for volume received in decibels (dB). The default setting 0 dB gain. — Transmission Attenuation—the gain control for volume transmitted in decibels (dB). The default setting is 0 dB gain. Use caution in setting the Receiver Gain or the Transmission Attenuation.
Page 105 Setting up Extensions Configure the following hardware extension-specific features: • Message Waiting Signal Type—FSK or None. • Caller ID Signal Format—SDMF, MDMF or None. • Line Disconnect Signal—the loop break desired for answering supervision, either 200 or 600 ms. • Receiver Gain/Transmission Attenuation - adjusts the incoming and outgoing volume for every Triton Analog trunk or extension.
Page 106: Setting Up Workgroups
Extension and Workgroup Configuration Setting up Workgroups A primary use of a workgroup is as a hunt group—when the workgroup extension is dialed, the system hunts for an available member extension to which to route the call. You can use workgroups for various purposes, for example, in selecting a workgroup as a System Operator.
Page 107: Establishing Workgroup Membership
Establishing Workgroup Membership Establishing Workgroup Membership There are two different ways to attach extensions to workgroups. If you select a workgroup in the Extension Configuration General window, then click the Workgroup tab, you open the Workgroup view of the Workgroup window, which provides for adding extensions to the selected workgroup and setting workgroup queue handling.
Page 108: Assigning Workgroups To Extensions
Extension and Workgroup Configuration Adding or Removing Members In the Workgroup view of the Workgroup window, to add extension(s) to the selected workgroup, click the extension number(s) in the Not Member list, then click the Add button to move them to the Member list. The order in which you add members to the workgroup can have consequences.
Page 109 Establishing Workgroup Membership Here’s an example. Figure 39. Extension view of Workgroup window, Extension Configuration Adding or Removing Workgroup Assignments In the Extension view of the Workgroup window, assign workgroup(s) to the selected physical or virtual extension by clicking the Workgroup pilot number(s) in the Not Member list, then clicking the Add button to move them to the Member list.
Page 110 Extension and Workgroup Configuration Setting InterCall Delay Like Wrap Up time, InterCall Delay can create time before the next call comes in. It can be set for any extension. If the system is delaying the next call to a user extension based on the Wrap Up Time setting, the InterCall Delay setting is ignored.
Page 111: Setting Up Station Speed Dialing
Setting up Station Speed Dialing Setting up Station Speed Dialing For each physical extension, but not for workgroups or virtual extensions, you can set up to 20 station speed dial numbers. The numbers available are from 00 – 19, used following the extension speed dial access code, #77. To work with Speed Dialing settings, select the extension number you want to work with from the list in the Extension Configuration General window, then click the Station Speed tab.
Page 112 Extension and Workgroup Configuration Editing Speed Dial Entries To add or edit an entry, double-click the Station ID number you want to work with, or select the number and click Edit. A dialog box appears: Type in the full number as you would dial it, with a maximum of 20 digits per entry.
Page 113: Setting The Mailbox Options
Setting the Mailbox Options Setting the Mailbox Options The Mailbox Settings define how voice messages are handled for an extension: whether the mailbox is information only or is full-featured, how messages are announced and processed, and how much capacity is allotted to message storage.
Page 114: Synchronizing With Exchange Server
Extension and Workgroup Configuration An Information Only mailbox allows callers to listen to customized recorded announcements but does not provide taking messages from the caller. To repeat the message, callers are instructed to press the # key. You cannot set a workgroup pilot number mailbox to Information Only. Synchronizing with Exchange Server If your system is set up to synchronize with an Exchange Server, you can select this check box to enable synchronization for voice mails.
Page 115 Setting the Mailbox Options • Retention Length of Saved Messages—the number of days saved messages are archived by the system. The range is 1 – 90 days, with a default of 60. These options can be applied to multiple extensions using Apply to…. AltiWare OE System Administration Manual 105...
Page 116: Setting Message Notification Options
Extension and Workgroup Configuration Setting Message Notification Options The Notification tab of Extension Configuration provides for setting notification options on new incoming email as well as voice messages. To work with notification settings, select the extension number from the list in the Extension Configuration General window, then click the Notification tab to open the Notification window.
Page 117: Setting The Type Of Notification
Setting Message Notification Options • Urgent Voice Messages Only. • All Voice Messages. • All Voice Messages and E-mails. Setting the Type of Notification There are three options for sending the notification or reminder message: phone, pager, or extension. To use the Extension option, select the Extension radio button, then type the extension number into the text box.
Page 118: Setting Notification Timing
Extension and Workgroup Configuration work around this problem, instruct users to append a few commas (,) to the outcall (cellular) number when entering it. Each comma provides a one second pause. Setting Notification Timing You can set the type of delay detection and the duration (from 5 to 30 seconds) before the system sends the return phone number (the System Main Number as set in the System Configuration General window) after the system detects an answer when sending a notification:...
Page 119: Configuring Calling Restrictions
Configuring Calling Restrictions Configuring Calling Restrictions Available restrictions on outgoing calls from extensions range from no restrictions to allowing internal calls only. System calling restrictions, discussed under “Defining System Call Restrictions” on page 31, specify global restrictions for all extensions, and you cannot override the system settings when you configure extensions.
Page 120: Setting Call Restriction Options
Extension and Workgroup Configuration Setting Call Restriction Options You can use one of the following options in setting restrictions on an extension or on multiple extensions using Apply to…. • No Restrictions on Outcalls. • Internal Calls Only—extension-to-extension. • Internal and Local Calls Only—extension-to-extension and local calls only.
Page 121: Setting Answering Options
Setting Answering Options Setting Answering Options Answering options include forwarding, handing busy calls, handling no- answers, workgroup call handling, and other options. Which options are available depends on the type of extension. Workgroup pilots, virtual and physical extensions each use somewhat different answering options. You can use Apply to…...
Page 122: Forwarding All Calls
Extension and Workgroup Configuration Forwarding All Calls Call Forwarding is available to all three types of extensions. This is the Call Forwarding feature that is also accessible by the extension user by dialing #36. A 1-Hop Limit to Call Forwarding There is a “1-hop”...
Page 123: Handling Busy Calls
Setting Answering Options Handling Busy Calls You have several options for handling calls while the extension is busy, and again, the options vary depending on the extension type. If you do not enable busy call handling, the caller simply hears a busy signal. To enable the options, select the Enable Busy Call Handling check box, then select from the following options: •...
Page 124: Handling Unanswered Calls
Extension and Workgroup Configuration Handling Unanswered Calls The No Answer Call Handling provide options for handling calls when no one answers the extension within a specified number of rings. Except for Enabling One Number Access, these options are not available to virtual extensions.
Page 125: Setting Workgroup Handling
Setting Answering Options Enabling RNA Log Out This “Ring No Answer” check box option is available only to workgroups, and only when Enable No Answer Handling is selected. When a workgroup member's extension is rung and there is no answer, that member extension is automatically logged out of the workgroup.
Page 126: Configuring One Number Access
Extension and Workgroup Configuration Configuring One Number Access One Number Access (ONA) allows you to identify specified callers to be connected to the user without having to dial more than one number. The system searches for the caller and, if a match is found, searches for the user through specified forwarding numbers and connects the call if possible.
Page 127: Enabling One Number Access
Configuring One Number Access You can use Apply to… to apply some ONA settings to one, some, or all extensions of the same type—physical to physical, workgroup to workgroup, etc., but only if the extensions are ONA enabled in the Answering window. See page 86 for more information on using Apply to….
Page 128: Specifying Forwarding Numbers
Extension and Workgroup Configuration Caller ID verification entries should be complete phone numbers. • Domestic long distance should be the area code + a seven digit number. • Local numbers should be the seven digit number alone. Using a Password Verification You can also enter a random “password”...
Page 129: Setting Monitor Lists
Setting Monitor Lists Setting Monitor Lists The Monitoring List window provides for setting up lists of extensions for which call processing events can be monitored by the user at a selected extension. Once this monitoring list is established, the application logging into an extension can receive AltiLink Plus events for the monitored extensions.
Page 130 Extension and Workgroup Configuration 120 AltiWare OE System Administration Manual...
Page 131: Out Call Routing Configuration
H A P T E R Out Call Routing Configuration Out Call Routing Configuration allows you to define default routes for outgoing calls as well as special routing for specific prefixes. A route definition consists essentially of a name and a group of trunks, listed in the order accessed for outgoing calls.
Page 132: Working With Route Definitions
Out Call Routing Configuration Accessing Out Call Routing Configuration To access Out Call Routing Configuration, select Out Call Routing Configuration... on the Management Menu. Working with Route Definitions The Route Definition tab is the default view on the Out Call Routing Configuration window.
Page 133 Working with Route Definitions Adding Route Definitions To add a route definition, click the Add button under the route definition list. A dialog box appears: Figure 48. The Add an entry dialog box Type in a name and index number: •...
Page 134 Out Call Routing Configuration The Member Trunks list displays the trunks assigned to the selected route. The order in which member trunks are added determines the order in which the trunks are accessed. (i.e. the first trunk listed is used first, the second trunk is used next, and so forth).
Page 135: Setting Default Routes
Setting Default Routes Setting Default Routes The Default Routes function allows you to create default routes for four types of outgoing calls: local, long distance, international, and 911.The default routes are used for all Out Call Routing dialing except for special routing defined on the Dialing Pattern window described later in this chapter.
Page 136: About Call Routing And 911 Calls
Out Call Routing Configuration About Call Routing and 911 Calls If you use Call Routing for 911, make sure that the default 911 route is configured to the route that can accept 911 calling capability. Failing to do so may cause 911 direct dialing failure.
Page 137: Setting Dialing Pattern Routing
Setting Dialing Pattern Routing Setting Dialing Pattern Routing You can use the Dialing Pattern window to create or disallow routing for specific dialing patterns. As noted in the discussion on page 121, there are three AltiWare functions to restrict outcalls, of which the Call Restriction setup of System Configuration takes precedence.
Page 138 Out Call Routing Configuration Adding a Dialing Pattern Definition 1. Click Add to open the Add an entry dialog box. 2. Type in a Prefix number, select the pattern length, then click OK. The pattern length tells the system to wait for n number of digits to be dialed before executing the route or disallowing the call.
Page 139: Auto Attendant Configuration
H A P T E R Auto Attendant Configuration Auto Attendants perform simple call processing tasks such as transferring calls to extensions to AltiMail or the operator, or giving information and secondary options. It can also provide general information that is frequently asked such as company address.
Page 140: Example: Auto Attendant Planning
Auto Attendant Configuration Example: Auto Attendant Planning 100, Phrase 10 110, Phrase 20 Auto Attendant ID: Auto Attendant ID: Main Menu for XYZ Office Express Support Digit Meaning Action Digit Meaning Action Reserved for Collect Extension Installation Call Extension Extensions (Workgroup 350) Collect Extension (no prompts)
Page 141: Adding Auto Attendants
Adding Auto Attendants Adding Auto Attendants The first 16 Auto Attendants are provided by default with the menus blank. You can edit these as described under “Editing Auto Attendants” beginning on the next page. You don’t need to add a new Auto Attendant if you’re going to use 16 or fewer.
Page 142: Editing Auto Attendants
Auto Attendant Configuration Editing Auto Attendants To edit an Auto Attendant, select Auto Attendant Select… from the Management menu, or select Auto Attendant Select from the Quick Access Toolbar. When the Auto Attendant Select window appears, select an Auto Attendant in the list and click the Edit button.
Page 143: Configuring Menu Items
Editing Auto Attendants Configuring Menu Items For any menu item you want to use, you make an action assignment. If you want the assignment to expand the menu to the next level, choose the assignment, Level — Expand Tree. To make an assignment, select a menu item in the menu tree at the left, then configure it using the entries at the right.
Page 144 Prompts are numbered in the range of 0 – 300. The default prompt is 1, a generic greeting. See “Using Pre-Recorded Prompts” on page 137 to see the script of this prompt and other AltiGen-supplied pre-recorded prompts. Discussions on using customized- and professionally-recorded prompts follow the section on using the AltiGen-supplied greetings.
Page 145 Editing Auto Attendants Table 7-1. Auto Attendant Actions Action Description R Q O \ D I W H U W K H F D O O H U O R J V L Q Z L W K H [ W H Q V L R Q D Q G S D V V Z R U G Collecting Digits When you select the Collect Digits action, the caller is prompted to enter more digits.
Page 146: Making Auto Attendant Assignments
Auto Attendant Configuration Selecting the Collect Digit action, you first set the following additional parameters: Figure 53. Collect digits • Text Tag—a name for this set of options. • Min. Length—the minimum length of digits to be collected. • Max. Length—the maximum length of digits to be collected. •...
Page 147: Phrase Management
Phrase Management Phrase Management You may want to record unique phrases to customize an Auto Attendant or a workgroup. When the system is configured to answer incoming calls by the Auto Attendant, callers hear a customized greeting. For example: “Thank you for calling ABC Company. Enter the extension number of the person you wish to speak with.
Page 148: Recording Custom Phrases
Auto Attendant Configuration Phrase # Phrase 0295 Thank you for your patience. We should be with you soon. For your convenience, you may leave a message if you wish by pressing the # key on your telephone and we will get right back to you.
Page 149: Using Professionally Recorded Phrases
AltiServ. AltiGen provides a utility to convert these files into the proper AltiServ format. Some recording studios provide the conversion service for an additional fee. The converted file can then be used for Auto Attendant or Workgroup setup.
Page 150 Auto Attendant Configuration 140 AltiWare OE System Administration Manual...
Page 151: Chapter 8 Additional Setup
Audio Peripheral Configuration H A P T E R Additional Setup The following areas are additional system features that need to be configured through the Management menu. Audio Peripheral Configuration The Audio Peripheral Configuration window, shown in Figure 54, is used to set up: •...
Page 152: Configuring Music On Hold And Recorded Announcements
MVIP Clock Configuration Configuring Music On Hold and Recorded Announcements Callers will hear the music or recorded announcement configured in Audio Peripheral Configuration only if the user places the caller on hold by pressing the FLASH or LINK button. If the user presses the HOLD button, the caller hears nothing.
Page 153: Feature Tips
Feature Tips Figure 55 shows the Clock Configuration dialog box which allows the system administrator to automatically or manually choose the master board. Figure 55. Clock Configuration dialog box By default, the setting of the clock configuration is set to Auto. This means that the system automatically checks all the boards for the most stable clock and designates that board as the master reference clock by which all other boards reference their clocks.
Page 154 Registry Editor. Caution should be used when working with the Windows Registry! Changing the registry can affect the configuration of your system. AltiGen recommends making a backup copy of the registry before making any changes. Go to the following location: \HKEY_LOCAL_MACHINE\SOFTWARE\AltiGen Communications, Inc.\AltiWare\...
Page 155: System Data Management
Using Backup and Restore H A P T E R System Data Management Using Backup and Restore AltiWare System Data Management provides for backing up data to, and restoring files from, a system hard disk drive or a network drive. This option can only be accessed at the AltiServ system;...
Page 156: Backing Up Files
System Data Management Backing up Files To backup files immediately: Open the System Data Management window as described on the preceding page, then select the Backup icon to view the Backup Configuration dialog box. Figure 57. Backup Configuration dialog box In the Components box, select the files you want to back up.
Page 157: Scheduling Backups
Scheduling Backups Scheduling Backups You can set up automated backup on a schedule, and you can select the days, the times, and the target drives and folders for the backup. To set backup schedules: Open the System Data Management window as described on the preceding page, then select the Schedule icon to view the Backup Schedules dialog box.
Page 158: Restoring Backed Up Files
System Data Management Restoring Backed up Files To restore the backed up files: Open the System Data Management window as described on the preceding page, then select the Restore icon to view the Restore Configuration dialog box. Here’s an example: Figure 59.
Page 159: System Report Management
System Summary Report H A P T E R System Report Management AltiServ provides system management reports that contain information on system configuration summary, traffic, system log, call detail summary and IP cumulative traffic statistics. System Summary Report The System Summary report provides summary information on extensions, trunks, and workgroups configured in the system.
Page 160 System Report Management The system configuration summary data includes basic attributes on Extensions, workgroups and workgroup members (click a workgroup to display the workgroup’s members), trunk location and access, and messaging usage by extension. You can Print this report using the Print button. 150 AltiWare OE System Administration Manual...
Page 161: System Log
System Log System Log The System Log window displays information on system operating status. This window is designed for use by system engineers and certified personnel only. To view the System Log, select the Report menu from the Main Menu bar, and then select System Log from the drop-down list, or select the System Log icon from the Quick Access Toolbar.
Page 162: Ip Cumulative Traffic Statistics
System Report Management IP Cumulative Traffic Statistics To view a report of all cumulative IP traffic, click AltiWare IP Traffic Statistics from the Reports menu. The IP Cumulative Traffic Statistics window displays the following IP trunk traffic information for all calls. Figure 62.
Page 163: C Hapter
IP Cumulative Traffic Statistics The difference between the IP Trunk Current Traffic Statistics window and the IP Cumulative Traffic Statistics window (referred to in Chapter 3 of the Getting Started Manual) is that the former shows figures only for the active call (Current Traffic) on a particular IP trunk of the local AltiServ system while the other window shows figures for all calls combined (Cumulative Traffic) to and from remote AltiServ locations.
Page 164 System Report Management 154 AltiWare OE System Administration Manual...
Page 165: Data And Internet Integration
Network Protocol and Addressing H A P T E R Data and Internet Integration This chapter describes how to integrate AltiServ with the Internet and data communications. It will cover the following areas: • E-mail • Mail forwarding • Exchange integration •...
Page 166: Network Address
Data and Internet Integration TCP/IP - Transmission Control Protocol/Internet Protocol (TCP/IP) is the protocol used on the Internet. A protocol stack is a collection of actual protocol layers used to establish a connection across the network that allows dissimilar network devices to exchange information.
Page 167: Local Address
Network Protocol and Addressing altigen.com com = first level domain name altigen = second level domain name Local Address When you are sending messages among users in a LAN, the local address is used in place of the extended network address. Local addressing is used in a peripheral node or station and is transformed to or from an extended address for delivery purposes.
Page 168 Data and Internet Integration AltiWare provides users with the ability to record a voice annotation and attach it to an email mixed-media message. This voice recording must be done before the user sends the email in order to send the voice annotation as an attachment to the email.
Page 169: Setting Up Email Service
— Select and give your ISP a unique Domain Name - each domain must have a unique name associated with it, such as the address for AltiGen, which is “altigen.com”. — Obtain a Block of IP Addresses - and assign a unique IP address to each client on the LAN.
Page 170 Data and Internet Integration Step 2: Setup the Router Install the router on the LAN. The router is the gateway to another LAN or to the Internet. 1. Specify a router that is on the same LAN as the AltiServ server, such as ISDN or T1.
Page 171 Setting Up Email Service Figure 63. Network Setting Window AltiWare OE System Administration Manual 161...
Page 172 Data and Internet Integration 2. Display the TCP/IP Properties window to define TCP/IP parameters. By double-clicking on the TCP/IP Protocol selection, you will display the window shown in Figure 64, where you configure the IP Address, Subnet Mask, and Default Gateway (router). Figure 64.
Page 173 Configure the following: — Host Name - enter the name of the server (example: melody) — Domain - enter the domain name (example: altigen.com) — DNS Service Search Order - enter the IP address of either your own or your ISP’s Domain Name Server.
Page 174 AltiServ is the server that actually receives the mail or messages. For example, AltiGen has named its server “global_cti”. This tells the DNS to route all mail or messages for altigen.com to the global_cti server. 2. Your AltiServ’s IP address - e.g. 200.133.204.2...
Page 175 Setting Up Email Service • Select the Allow Inbound Internet Mail box if AltiServ is the only mail server running on the system. If you are running another SMTP server on the same system (such as Exchange) and you do not want AltiServ to receive inbound Internet mail, you should leave this box unchecked.
Page 176: Setting Up Lan And Internet Email On The Client
Data and Internet Integration Setting Up LAN and Internet Email on the Client To set up the client side of the LAN: 1. Configure the following client TCP/IP Properties (see Figure 64 on page 162): — IP Address — Subnet Mask —...
Page 177 Setting Up Email Service Figure 66. Netscape Mail Server Setup 4. Set up helper applications and general preferences for the email client application (i.e. associates the.WAV files with sound recorder application). LAN and Internet email setup is complete. AltiWare OE System Administration Manual 167...
Page 178: Setting Up An Exchange Server
Data and Internet Integration Setting up an Exchange Server This section provides you with step-by-step instructions to configure the Exchange Integration feature in AltiWare OE. In the example that follows, the AltiServ system is called TELESYSTEM, and the Exchange Server is called MAILSERVER, and both systems belong to the NT domain called ALTICHINA.
Page 179: Prerequisites
OE software by selecting About from the Help menu of AltiWare Administrator. The version displayed should be AltiWare OE 3.5 or higher. If you have an older version, contact AltiGen Technical Support to find out how to upgrade to the latest version of AltiWare.
Page 180 Services dialog box will be shown, as in this example. Figure 67. Windows Service window Select AltiGen Switching Service COM Server from the control panel of Altiserv. Highlight the AltiGen Switching Service Com Server and click the Startup button. A Service startup options dialog box will popup: Figure 68.
Page 181: On The Exchange Server
• Repeat the previous step, but this time, check the Log On As account for AltiGen Exchange Integration Service COM Server. On the Exchange Server Check the version of NT by clicking the Start button, select Run, and type winver in the Run dialog box.
Page 182: Exchange Server Configuration
Data and Internet Integration Exchange Server Services Must be Started Check that all Exchange Server Services have started by opening the Control Panel and clicking the Services icon to view the Services window. Figure 69. Exchange Server Services Window Check the status of the following services to see if they are started: •...
Page 183 Click the primary NT account and select Use Existing Account. This account can then be added from the user manager window. Remember that this can only be achieved if AltiGen has an account in the same domain as the Exchange Server or a trusted domain.
Page 184: Microsoft Exchange Administrator Configuration
Data and Internet Integration Microsoft Exchange Administrator Configuration In Microsoft Exchange Administrator, highlight the Organization container. (Organization is the top item in the hierarchy on the left of the Exchange Admin window). Figure 71. Microsoft Exchange Administrator Select Properties on the File menu, then click Permissions to get a window such as the following: Figure 72.
Page 185: Installing Outlook 2000 Client On The Altiserv System
Setting up an Exchange Server Do the following: Add <Domain>\AltiGen_<AltiServSystemName> (e.g. AltiGen_telesystem) account to the account list. Change the accounts role to Service Account Admin by selecting Service Account Admin from the Roles combo box.(see figure 1). Repeat the above two steps to is process for the Domain and Configuration containers.
Page 186 In the above dialog box type in values for the Microsoft Exchange Server and Mailbox. Enter the name of the Exchange server, and enter the test mailbox we created (AltiGen Assist) in the Mailbox field. Click the Next button to bring up the next dialog box, which asks a Travel question, to which you should answer No, then click Next.
Page 187 Setting up an Exchange Server Check to see that Outlook 2000 is in the mode of Corporate or Workgroup Start Outlook 2000. Choose Select Tools from the menu options. Figure 74. Outlook Tools menu If there is a menu item Service, it means Outlook 2000 is in the mode of Corporate or Workgroup.
Page 188 Data and Internet Integration Click Options… to open the Options dialog box, and select Mail Delivery if under Internet Only mode (or Mail Services if under Corporate or Workgroup mode). Figure 75. Outlook Options Click button Reconfigure Mail Support… to open the E-mail Service Options dialog.
Page 189 Setting up an Exchange Server Configuring an Outlook 2000 Profile Start Outlook 2000. Select Services… on the Tools menu to open the Services dialog box. Figure 77. Outlook Services If Microsoft Exchange Server is in the list of services in this profile, you can go skip to the next set of steps.
Page 190: Enabling The Exchange Server
In the Microsoft Exchange Server dialog box that opens, type the Exchange Server name in the Microsoft Exchange Server field and the test mailbox name (e.g. AltiGen Assist) in the Mailbox field. Click the Check Name button. If you entered valid values, the names will be underlined and the Check Name button will be grayed out.
Page 191 Setting up an Exchange Server From the Extension Configuration General window (example below), select an extension that needs to be synchronized with Exchange. Type in the First Name and Last Name exactly as they appear in the corresponding Exchange mailbox in the Global Address List of the Exchange Server. Figure 79.
Page 192 Data and Internet Integration Important: The Middle Initial field should be empty for Exchange Server mail accounts in order for Exchange Integration to work properly. Figure 80. Mail account configuration in Exchange Administrator You should use these preceding steps to double check the synchronization of all mailbox names used jointly by AltiServ and Exchange Server.
Page 193: Testing The Exchange Server Setup
Setting up an Exchange Server Enable the Exchange Integration feature in AltiAdmin In AltiAdmin select System Configuration from the System Management menu. Select the Messaging tab and under the E-mail Messaging Options, check the Synchronize with Exchange Server box only. Figure 81.
Page 194: Troubleshooting Tips
If any of these tests fail, please consult the next section. Troubleshooting Tips Check Profiles Log on to the AltiServ system as the AltiGen service account (e.g. AltiGen_telesystem). Select the Mail Icon from the Control Panel. Click Show Profiles. For the test mailbox there should be profiles named like AltiExch<ServerName><FirstName><LastName>...
Page 195: Notes
When checking the profiles using the mail icon in the control panel of AltiServ, you should see one account for each mailbox. You will see these profiles only if you are logged on as the AltiGen service account (e.g. AltiGen_telesystem).
Page 196: About Altireach Configuration
Data and Internet Integration About AltiReach Configuration The AltiReach Call Management system allows AltiServ to provide remote and local desktop call management to users using the Intranet or Internet via a standard Web browser. AltiReach is installed and configured automatically when you install AltiWare.
Page 197: Ppendix
P P E N D I X Call Accounting Report Formats This appendix identifies the field codes for AltiGen’s CDR (Call Detail Reporting) records and the formats for the Station Message Detail Reporting (SMDR) specification support by AltiGen. The first table describes CDR format database elements, the remainder of the chapter describes the SMDR format.
Page 198 Call Accounting Report Formats CDR Data Keys Trunk Remote Trunk destination UCHAR Number number for outgoing (41) call Caller ID (ANI) for incoming call IP address of far-end system for both incom- ing and outgoing call Trunk Remote Far-end extension UCHAR Extension Number number for an IP call...
Page 199 CDR Format Elements CDR Data Keys Party1Reserved2 Reserved UCHAR (21) Party1Type Identifies type of UBYTE 0x01 – Analog extension 0x02 – IP 0x04 – Wireless Party1Pad Physical address of the UCHAR “0004” extension Party1WGNumber Workgroup number the UCHAR caller reached (21) Party1WGQueuing Timestamp as to when...
Page 200 Call Accounting Report Formats CDR Data Keys Second Answering Party Party2Reserve1 Reserved UCHAR (16) Party2Number Extension number UCHAR (21) Party2Reserve2 Reserved UCHAR (21) Party2Type Identifies type of UBYTE 0x01 – Analog extension 0x02 – IP 0x04 – Wireless Party2Pad Physical address of the UCHAR extension Party2WGNumber...
Page 201 CDR Format Elements CDR Data Keys Other Time Stamps Start Time TmeStamp when the ULONG trunk was seized by an incoming or outgoing call End Time (of call; TimeStamp when the ULONG start time of wrap trunk was released by an incoming or outgo- ing call, and If an agent has wrap up...
Page 202 Call Accounting Report Formats CDR Data Keys Exit State Under what condition ULONG 0x0001 – All was the call terminated 0x0002 – Auto Atdn 0x0004 – RNA 0x0008 – WG Queue 0x0010 – VM No Rec.) 0x0020 – VM Record 0x0040 –...
Page 203: Smdr Reporting Format
SMDR Reporting Format SMDR Reporting Format Besides the CDR format, AltiServ reports telephone information in the Station Message Detail Reporting (SMDR) format to an application through the COM port. The SMDR format and sample entries for the specification are described below. In AltiWare’s reports, internal extension-to-extension calls are not logged;...
Page 204: Extension Calls Out Format
Call Accounting Report Formats Extension Calls Out Format: 09/01 08:12P 00:00:33 109 2526352 0411 12345678 (Start, Length) Field Format Notes (0, 1) space (1, 5) date mm/dd (6, 1) space (7, 6) start time hh:mmP P = pm, A = am (13, 1) space (14, 8)
Page 205: From Extension A
SMDR Reporting Format From Extension A Extension A: 100 Extension B: 111 Outside #: 3210002: Calls Initiated by Extension A (Column A) Dial out 11/18 05:53P 00:00:28 100 3210002 0100 Ext B fwd to Trk Y 11/18 05:55P 00:00:21 100 3210002 0001 Ext B ONA to Trk Y...
Page 206: From Trunk B
Call Accounting Report Formats From Trunk B Extension B: 100 Trunk X: 3210001 Trunk Y: 3210002: Calls Initiated by Trunk X to Extension B (Column B) Dial in 11/18 06:11P 00:00:07 0100 3210001 Ext B fwd to Trk Y 11/18 06:13P 00:00:35 0100 3210001 11/18 06:13P 00:00:25 TRK0 3210002...
Page 207: Ppendix
Register your product to receive software updates and new product announcements. To register your AltiGen product, fill out the “Product Registration Form” on page 203 and return the form to AltiGen Communications, Inc. by fax to 510-252-9738. AltiWare OE System Administration Manual 197...
Page 208: Technical Support
Authorized AltiGen Dealer. Technical Support Hours During AltiGen’s business hours (7:00 A.M. to 5:30 P.M., Pacific Standard Time, Monday through Friday except holidays), your call will be returned in the order it was received (on a first come, first serve basis), within two (2) hours under normal circumstances.
Page 209: How To Reach Altigen Technical Support
3. For remaining unresolved problems or complaints, send an email to AltiGen’s CEO at ceo@altigen.com, or call 510-252-9712 x 120. Repair and Replacement This policy addresses the procedure for return of any materials to AltiGen from Authorized AltiGen Dealers only. It covers materials returned for any and all reasons.
Page 210: Replacements
1-888-ALTIGEN (258-4436) or faxing an RMA form (See Appendix D) to 510-252-9738, attention to Customer Service. AltiGen reserves the right to refuse return of any material that does not have an RMA number. The RMA number should be clearly marked on the outside of the box in which the material is being returned.
Page 211: Rma Fax Form
Registration & Technical Support RMA Fax Form Request For RMA Number DATE:____________________________________________________ AltiGen Communications Customer Support FAX: 510-252-9738 FROM:____________________________________________________ COMPANY:________________________________________________ PHONE NUMBER:__________________________________________ FAX NUMBER:____________________________________________ PRODUCT SERIAL NUMBER:_______________________________ (Please use one form per requested unit) DESCRIPTION OF PROBLEM AND REASON FOR RETURN...
Page 212: Technical Support Fax Form
Request for Technical Support DATE:____________________________________________________ AltiGen Technical Support FAX: 510-252-9738 FROM:____________________________________________________ COMPANY:_______________________________________________ PHONE NUMBER:_________________________________________ PRODUCT SERIAL NUMBER:________________________________ DESCRIPTION OF PROBLEM _________________________________________________ _________________________________________________ _________________________________________________ _________________________________________________ _________________________________________________ _________________________________________________ FOR ALTIGEN USE ONLY RECEIVED BY: RECEIVED: RESOLVED: 202 AltiWare OE System Administration Manual...
Page 213: Registration Fax Form
Product Registration Form DATE:____________________________________________________ AltiGen Customer Service FAX: 510-252-9738 NAME: ___________________________________________________ COMPANY:_______________________________________________ ADDRESS:_________________________________________________ ________________________________________________ ________________________________________________ PHONE NUMBER:__________________________________________ COMPANY TYPE/INDUSTRY:________________________________ ALTIWARE (OE) PRODUCT SERIAL #:_________________________ DATE OF PURCHASE:_______________________________________ PURCHASED FROM:________________________________________ FOR ALTIGEN USE ONLY RECEIVED BY: DATE: AltiWare OE System Administration Manual 203...
Page 214 Registration & Technical Support 204 AltiWare OE System Administration Manual...
Page 215: Glossary
AltiSpan - link from the AltiServ base to the system extension that allows for passing Caller ID. AltiWare - the system software that is used by AltiGen’s Quantum products. AltiServ - an advanced, highly integrated business and computer telephony platform that consists of a Quantum card and AltiWare software working in a PC/ Server running under Windows NT.
Page 216 Glossary card - printed circuit assembly. CCIS - Common Channel Interoffice Signaling. A method of carrying telephone signalling information along a path different to the path used to carry voice. Central Office (CO) - a switching system that connects lines to lines, lines to trunks, and trunks to trunks.
Page 217 Glossary database - a collection of related data which can be immediately accessed and operated upon by a data processing system for a specific purpose. DC - direct current. The flow of free electrons in one direction with an electrical conductor, such as wire.
Page 218 Glossary en-bloc dialing - dialing scheme that allows the terminal to include all the digits required to complete a call. environmental subsystem - A protected subsystem (server) that provides an application programming interface (API) and environment - such as Win32, MS-DOS, POSIX, or OS/2 - on Windows NT.
Page 219 Glossary function - a specific purpose of an entity, or its characteristic action. In computer programming, a synonym for procedure. FXS - Foreign Exchange Subscriber. An analog interface for direct connection of a telephone set to a digital multiplexer. GMT - Greenwich Mean Time. Mean solar time of the meridian at Greenwich, England, used as the basis for standard time throughout the world.
Page 220 Glossary jack - the mate for a plug. Used to connect two pieces of equipment together. keyboard - system interface for communication. A group of numeric keys, alphabetic keys, or function keys used for entering information into a terminal and into the system.
Page 221 Glossary module - a compact assembly that is a component of a larger unit in electronics. A detachable section, compartment or unit with a specific purpose or function. mounting panel - the panel used to mount the connection panels to a wall. ms - millisecond.
Page 222 Glossary option - a selection from several possibilities. OSI - Open Systems Interconnection. A software model defined by the International Standards Organization that standardizes levels of service and types of interaction for networked computers. The OSI reference model defines seven layers of computer communication and what each layer is responsible for.
Page 223 Networking software generally implements multiple levels of protocols layered one on top of the other. Quantum - an ISA standard computer telephony board of AltiGen’s AltiServ product line. It is an all-in-one platform designed with open software standards to facilitate use of enhanced applications.
Page 224 Glossary save - to retain data by placing it in memory or by copying it from one storage device to another. SDMF - Single Data Message Format server - a process with one or more threads that accepts requests from client processes.
Page 225 Glossary transfer - this feature redirects a call to another extension, AltiMail, or operator. trunk - one of the cables which contain numerous shared telephone circuits used to interconnect telephone switching centers. trunk access code - the prefix digit (i.e. 9) dialed to access a trunk line and dial an external phone number.
Page 226 Glossary workgroup pilot number - an extension designated to a workgroup that is not associated with a physical port and may consist of up to 64 members. When the pilot number is dialed, the call is distributed to the workgroup members. World Wide Web - A network of Internet servers that can provide browser information in the form of “web pages”...
Page 227: Index
205 ACD 18 Analog board 57 call handling 115 announcement, time stamp 104 address answer options 113 AltiGen Communications, Inc. ii answering, workgroup call IP 162 handling 115 network 156 apply to 14 administration Apply to, and trunks 71...
Page 228 Index call reports, external 35 call restrictions 31, 109 B Channel 65 call restrictions, extension 110 B8ZS (Binary 8 Zero call routing 9, 81 Substitution) 63 call view 13 backing up files 146 call waiting 5, 18 back-to-back T1 clock master 64 distinctive 6, 104 backup system data 145 multiple 5, 113...
Page 229 Index Quantum board system echo suppression 17 business hours 27 EIAssist 168 call restrictions 31 e-mail 38, 166 extension length 25 client setup 166 first digit assignment 25 forwarding 13 numbering plan 24 integration with Exchange work days 28 server 38 system speed dialing 29 Internet 159 TCP/IP 160...
Page 230 Index outgoing call restrictions 109 physical extension 85, 212 H.323 17 send notification 108 hands free intercom mode 6 speed dial 101 hands free manual answer mode 6 types defined 85 helper applications 157 virtual 8, 85 hold, music on hold 6 definition 215 home area code 23 workgroup pilot number 85...
Page 231 Index for e-mail messages 107 schedule 108 Jam Bit 8 63 notification type 107 jitter playback 104 average statistic 152 retention 105 buffer 18, 76 message notification 18 message waiting FSK-based 93 keys, CDR data elements 187 – 196 tone-based 93 voltage-based 93 messaging 36 management 37...
Page 232 Index mixed-media messaging 157 extension 89 helper applications 157 multiple AltiServ systems 16 features protocol 155 account code 4 IMAP4 156 business hours 4 TCP/IP 156, 160 call forwarding 4 transport 155 call park 5 server side setup 159 call pickup 5 networking call waiting 5 MIME 157...
Page 233 Index prefix product 197 system prohibited 32 reminder calls 12 toll call 32 remote pre-recorded prompts 138 call forwarding 4 PRI ISDN Numbering Plan 66 remote locations 43 product registration 197 repair board 200 form replacement of board 200 prompt report auto attendant 134 cumulative IP traffic...
Page 234 Index services email 38 SMTP/POP3 38 extension length 25 services menu first digit assignment 25 system data management 145 home area code 23 session main number 23 CDR records 196 messaging 36 setting up 101 numbering plan 24 business hours 27 summary report 149 email 159 work days 28...
Page 235 Index tenant service 15 Quantum 74 tenant table 46 Triton T1/PRI 78 terminal endpoint identifier (TEI) 68 Triton VoIP 76 tie trunk 73 VoIP 76 tie trunk, DID number length 25 Trunk View window 69 tie trunks 33 trunk, number plan 26 toll call prefix 32 trunks toll prefix 32...
Page 236 Index Wink Start 74 work days 28 workgroup agent login/logout 9 answer handling 115 barge in 10 call pickup 9 call routing 9 CDR Search 10 defined 85 log off reason codes 9 multiple membership of 9 multiple queue announcements 8 pilot number 85, 212 silent monitoring 9 workgroup configuration 85 –...
Page 237: Readers Comment Form
Readers Comment Form AltiWare OE Release 4.0 System Administration Manual Please use this form to provide comments about this publication, its organization, or the subject matter. Suggestions for improvement or enhancements to our documentation are always welcome. On a scale of 1 to 5, 1 is the lowest score and 5 is the highest score. Please complete the following questionnaire.
Page 238 COMMENTS: Mail to: AltiGen Communications, Inc. 47427 Fremont Blvd. Fremont, CA 94538 Call us at: (510) 252 - 9712 Fax us at: (510) 252 - 9738 E-Mail us at: docs@altigen.com 228 AltiWare OE System Administration Manual...

This manual is also suitable for:

Altiware oe 4.0

Altigen AltiWare OE Release 4.0 Administration Manual

Preface: about this Manual

CHAPTER 1 Overview

Hapter

System Configuration

Hapter

Board Configuration

Hapter

Trunk Configuration

CHAPTER 5 Extension and Workgroup Configuration

CHAPTER 6 Out Call Routing Configuration

CHAPTER 7 Auto Attendant Configuration

CHAPTER 8 Additional Setup

CHAPTER 9 System Data Management

CHAPTER 10 System Report Management

CHAPTER 11 Data and Internet Integration

Call Accounting Report Formats

Ppendix

Registration & Technical Support

Glossary

Index

Readers Comment Form

Quick Links

Need help?

Questions and answers

Related Manuals for Altigen AltiWare OE Release 4.0

Summary of Contents for Altigen AltiWare OE Release 4.0