Altigen AltiWare OE Version 4.6 Administration Manual

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AltiWare™ OE

Version 4.6

System Installation and

Administration Manual

Revised 06/2003 4403-0001-4.6

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Page 1 AltiWare™ OE Version 4.6 System Installation and Administration Manual Revised 06/2003 4403-0001-4.6...
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
AltiGen Board Installation ......2-8 AltiGen Board Options/ ......2-9 System Limitations .
Page 4 VoIP Board Upgrade ......3-18 Shutting Down the AltiGen Switching Service ..3-18 To Begin Upgrade .
Page 5 Changing the Password ......4-11 Stopping the AltiGen Switching Service ....4-11 Chapter 5 System Configuration .
Page 6 Setting Message Notification Retries ....5-23 Setting Message Management Options....5-24 Setting Message Recording Options.
Page 7 Configuring the Triton T1/PRI Board ....6-29 Service Parameters for T1......6-29 Service Parameters for PRI .
Page 8 Operation Notes ....... . . 8-28 Setting up Station Speed Dialing ..... 8-28 Setting the Mailbox Options .
Page 9 Auto Attendant Configuration ..... .10-1 Planning is Essential ......10-1 Example: Auto Attendant Planning .
Page 10 Network ........14-1 Protocol .
Page 11 Setting Up IP Extensions ......16-1 AltiGen IP Phone Service ......16-1 Intercom with IP Phones .
Page 12 Testing Call Router ......20-27 Testing SQL Server Database..... . 20-30 PPENDIX Call Accounting Report Formats .
Page 13: Limitation Of Liability
In no event shall AltiGen or its affiliates, suppliers, or authorized resellers be liable for incidental, consequential, or any other indirect loss or damage (including lost profits or revenues) incurred in connection with the product.
Page 14: Service Requirements
In the event of equipment malfunction, all repairs should be performed by our Company or an authorized agent. It is the responsibility of users requiring service to report the need for service to AltiGen or to one of our authorized agents. Service can be obtained at your Authorized AltiGen Dealer.
Page 15 Port Identification, Facility Interface, and Service Order Codes The following tables list the manufacturer’s network interface port designations, Facility Interface Codes (FIC), Ringer Equivalence Number (REN), or Service Codes and the network jacks for the required facilities. The facility interface and service order codes are with reference to the codes specified in Table 5 of Appendix D of FCC Form 730 Application Guide of January 1998.
Page 16: Important Safety Instructions
Direct Inward Dialing (DID) Answering Supervision Customers allowing Triton T1/PRI, Quantum, or Triton Analog Station Analog DID to be operated in such a manner as to not provide for proper answer supervision is a violation of Part 68 of the FCC rules. Proper answer supervision occurs when: The AltiServ system returns answer supervision to the PSTN when DID calls are: •...
Page 17 Información de Seguridad de Importancia • Lea todas las instrucciones antes de que intente operar el equipo y antes de conectar la fuente de alimentación. • Observe siempre las precauciones básicas de seguridad, a fin de reducir el riesgo de incendio, electrochoque y de lesiones al personal.
Page 18 • Stromversorgungskabel nicht an Gebäudeteilen befestigen. Keine Gegenstände auf das Stromversorgungskabel legen oder auf das Kabel treten. • Zur Verhütung der Überhitzung des Gerätes ist die Verschließung von Ventilationsschlitzen und -öffnungen im Modulgehäuse zu vermeiden. Safety with Electricity DANGER Do not take chances with your life. Follow these safety guidelines carefully. High Voltages •...
Page 19 • Never touch uninsulated telephone wires or terminals unless the telephone line has been disconnected at the network interface. Seguridad en El Manejo de La Electricidad DANGER/PELIGRO Do No ponga en riesgo su vida. Sigua estos lineamientos de seguridad al pie de la letra.
Page 20 • Nunca instale un conector telefónico en donde pueda mojarse, salvo cuando el conector se encuentre especialmente diseñado para funcionar en condiciones de humedad. • Jamás toque cables o terminales telefónicas que no tengan aislante, a menos que haya desconectado la línea telefónica desde la interfase de la red. Elektrosicherheit DANGER/GEFAHR Nicht mit dem Leben spielen.
Page 21 ISA bus ISA bus AltiGen complies with PCI Board specifications Rev. 2.1 (5V 32-bit). The power required by the host machine and the total of all adapter cards installed within the host environment, together with any ancillary apparatus, shall not exceed the power specification of the host machine.
Page 22 (CPU), DEBEN tener menos de 0.1 ohmios en la conexión a tierra de la máquina principal. ISA bus ISA bus El AltiGen debe cumplir con las especificaciones de las Placas PCI, Rev. 2.1 (5V 32- bit). xxiv AltiWare OE System Installation & Administration Manual...
Page 23 éste deja de cumplir con los estándares para los cuales se otorgó la aprobación. Sicherheitserfordernisse gemäß UL (Underwriter's Laboratories, Inc.) Host Computer/Wirtsrechner Das Gerät Model AltiGen/AltiServ ist nur in Verbindung mit Telekommunikationssystemen zugelassen, die den gegebenen Anleitungen gemäß den darin geforderten Bedingungen entsprechen. Anderweitige Verwendung setzt diese Zulassung außer Kraft.
Page 24 ISA bus ISA bus AltiGen entspricht den PCI Board Anforderungen Rev. 2.1 (5V 32-bit). Der Energiebedarf für das Hauptgerät sowie aller Anschlußkarten im Hauptrechner, einschließlich von Zusatzgerät, darf die für das Hauptgerät spezifizierte Leistung nicht überschreiten. Die in der folgenden Tabelle vorgesehenen Minimalwerte müssen für den Fall beachtet werden, daß...
Page 25 Bei Netzausfall wird der erste Telefonanschluß jeder Karte (mit der Ausnahme von CD0012UD) direkt mit der Vermittlung verbunden und garantiert dadurch Zugang zu Notdiensten. Der Anschluß muß von PSTN, betrieben werden oder aber eine örtliche Notstromversorgung haben, die es ermöglicht, Notdienste bis zu vier Stunden nach dem Netzausfall anzurufen.
Page 26 25 mm of air Class V-1 or better. Also, the card must be separated from openings in the top or sides of the enclosure by at least 25 mm of air or by a barrier of flammability Class V-1 or better unless the openings comply with one of the following: •...
Page 27 A supplementary equipment earthing conductor is to be installed between the product or system and earth, that is, in addition to the equipment earthing conductor in the power supply cord. The supplementary equipment earthing conductor may not be smaller in size (8 AWG minimum, recommend 6 AWG) than the unearthed branch-circuit supply conductors.
Page 28 PC cards, ensuring the installation of extension cards does not result in non- conformance to the Safety Requirements above. When installing a system using AltiGen’s cards, note that the continued compliance to the LVD and EMC EU Directives at the system level is the responsibility of the system supplier.
Page 29 Requisitos de Seguridad que se indican con anterioridad. Observe que cuando instala un sistema que utiliza tarjetas AltiGen, el acatamiento continuo de las Directivas LD y EMC EU a nivel sistema, son responsabilidad del proveedor del sistema.
Page 30 PC Herstelleranweisungen ist sicherszustellen, daß durch den Einbau zusätzlicher Karten die oben genannten Sicherheitsansprüche nicht verletzt werden. Beim Einbau einer Anlage mit AltiGen's Karten ist zu beachten, daß die ständige Übereinstimmung mit den LVD (Low Voltage -DC) und EMC (Electromagnetic Compatibility) EU Regeln auf Anlagenebene in den Verantwortungsbereich des Anlagenherstellers fällt.
Page 31 How Long the Warranty Is Effective All AltiGen Communications products are warranted for one (1) year for all parts from the date of the first end user purchase. Whom the Warranty Protects This warranty is valid only for the first end user purchaser.
Page 32 AltiGen Customer Service and can be obtained by calling 1-510 252-9712. 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 33: Preface: About This Manual
Preface: About This Manual This guide is designed for dealers, administrators, and technicians who are responsible for installation, configuration, and administration of an AltiWare system. Another manual, the AltiServ User Guide, covers the AltiServ end user features and functions such as call handling, voice mail, and web interface. This guide contains the following chapters and appendices: Chapter 1, Overview, describes the AltiServ functions, features, benefits, and new features with AltiWare OE Release 4.6.
Page 34: E1 R2 Cas Installation
Chapter 14, Data and Internet Integration, describes setting up email, AltiReach, Exchange integration. Chapter 15, Using TAPI, describes how to configure AltiGen’s TAPI gateway to use off-the-shelf applications for calling contacts. Chapter 16, Setting Up IP Extensions, outlines procedures for setting up IP extensions using AltiGen-certified clients.
Page 35: Altiserv Office Solutions
2000 Server platforms. The chassis are industrial grade, manufactured to AltiGen Communications exacting design specifications – meeting our most stringent requirements. Before shipping from AltiGen Communications, all systems are subjected to a rigorous Quality Control program and checked for proper software configuration, hardware installa- tion, and switching functionality.
Page 36 With included RAID support in an industrial grade chassis, AltiGen is providing a highly reliable and redundant converged PBX system. 1-2 AltiWare OE System Installation & Administration Manual...
Page 37 The AltiServ1-IP PBX is an IP-equipped AltiServ telephone system tar- geted at businesses, or branch offices with 8 to 50 users. This System is a Turnkey AltiServ System package that includes an AltiGen chassis popu- lated with 2 interface cards, the AltiWare system operating software, Win- dows 2000 professional, and includes 8 Alti IP 600 telephones in a bundled system package.
Page 38 AltiServ2 IP supports larger organizations that want to build a system uti- lizing VoIP. This System is a Turnkey AltiServ System package that includes an AltiGen chassis populated with 1 interface card, the AltiWare system software, Windows 2000 Server in a bundled system package. This system is built with on a 4U industrial strength 10-slot cabinet, with only one slot filled in the initial configuration.
Page 39: Altiserv Platforms
AltiServ Office Solutions Components Chassis Specifications Windows 2000 Server w/ 5 User License 4U Rack Mount Chassis w/ slide rails AltiWare OE 4.6 2 ISA x 8 PCI ALTI-OELIC450-012 (12 Station License Key) Supports a total of 2 Quantum and 9 Triton boards ALTI-TTIP-8 (12-port VoIP Triton PCI Card) 850 mhz Intel Celeron Processor 256 MB RAM...
Page 40: Overview
AltiGen boards into full-size ISA/PCI 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. See “System Limitations” on page 2-11 for details on the number of boards you can install on one system.
Page 41 Overview • Quantum Board - a telephony card that uses DSP technology to provide trunks, lines, and voice processing resources. Quantum is an ISA compatible telephony card, which is designed around open software standards to facilitate implementation of third- party-provided applications in addition to the AltiServ-provided applications.
Page 42 Key AltiServ Characteristics Triton T1/E1/PRI Trunk Board - a PCI telephony card that supports either T1, E1 or PRI digital trunks through software configuration. • 5V PCI slot is required for each Triton board. • Additional T1/PRI boards can be added to meet larger system requirements.
Page 43: Pbx Features
Overview AltiBackup, Exchange integration, and Call Router Advanced are NT services that are automatically launched when the AltiServ system starts. You do not have to login and start these applications manually. This provides better security and reliability for these services. •...
Page 44 Key AltiServ Characteristics • Call Forwarding and Remote Call Forwarding - sends all calls to another extension or to an external telephone number. This allows users to redirect their calls to another location such as home or a branch office. Call Forwarding can be set up either at the source extension or at the destination extension on the system (Remote Call Forwarding).
Page 45 Overview • Direct Inward Dial (DID) - allows an incoming trunk call to directly access an extension without Attendant intervention. Note: If your local exchange carrier provides DID service, DID calls will automatically be steered to the appropriate destination. • Distinctive Call Waiting Tone - allows three different call waiting tone cadences to distinguish between internal, external, and operator calls.
Page 46 Key AltiServ Characteristics In OE 4.6, this feature can be enabled or disabled per extension by the administrator. Note: Alti-IP 600 phones or 390 Analog phones that are configured on a Triton Analog Extension board can be intercommed. • IP Extensions - the IP extension feature allows an H.323-compliant terminal device to connect to AltiServ.
Page 47 Overview • Overhead Paging by Trunk - allows the use of voice paging or broadcasting through a trunk without checking call progress. • Operator Off-line - when this feature is enabled, all calls are directed to the Auto Attendant. When the caller dials 0 and the operator is not available, the call is routed to the operator mailbox.
Page 48: Automatic Call Distribution Features
See “Planning is Essential” on page 10-1 for more information. • Transfer to AltiGen Voice Mail System - allows anyone in the office to send an outside user into the AltiGen Voice Mail System by pressing FLASH # 40 while connected to the user. •...
Page 49 Overview “Logout” state at system startup or reboot. By default, group members are set to “Keep Login Status.” • CDR Search - allows group supervisors to search CDR files and workgroup CDR statistics for records that match selected criteria. CDR Search provides workgroup statistics from the real-time monitoring function used in the AltiSupervisor client application.
Page 50 Key AltiServ Characteristics • Service Level Threshold - a time value for callers waiting in queues. The performance statistics show when workgroup calls are queued for longer than a prescribed value. • Huntgroup/Workgroup Call Pickup - allows pickup of calls to a specific group.
Page 51 Overview • Workgroup Member (Agent) Login/Logout - an option (enabled with the AltiServ Contact Center license) that allows workgroup members to log in and out of a workgroup so that incoming calls bypass the workgroup member (agent) who has logged out and the call is automatically routed to other active workgroup members or ACD agents.
Page 52: Automated Attendant Features
Key AltiServ Characteristics Automated Attendant Features The Auto Attendant features provide quick and courteous processing of all incoming calls. An Auto Attendant can be configured to serve as a primary Attendant or as a backup to a receptionist. Auto Attendant features include: •...
Page 53: Altigen Voice Mail Features
It allows greater accessibility, faster reply time between parties, and reduces the frustration of telephone tag. The AltiGen Voice Mail System is described in the AltiServ User Guide. A summary of voice messaging features include the following: •...
Page 54 Key AltiServ Characteristics messages and make other calls not associated with a message, all with one call into the AltiGen Voice Mail System. This can result in significant savings. The use of this privilege is configurable on a per- user basis.
Page 55: Internet Integration Features
Mail System prompt the system to automatically call the party who left the message, and then return to the AltiGen Voice Mail System to continue checking messages, all in a single call into the AltiGen Voice Mail System. If the caller ID information is not captured, the user may enter the “call back”...
Page 56: System Administration Features
The user can record a voice message using a telephone handset or microphone on a multi-media PC and attach it to the AltiGen Voice Mail System for delivery to an internal user (LAN) or an external user (internet) who can listen to it from the PC. The recipients of the AltiServ system also have the option of listening to annotated messages from the handset.
Page 57 • Configuration Reader - a tool that summarizes details of your AltiWare configuration, so you can send a single file to AltiGen Tech Support if needed. • DNIS Routing Tables - incoming trunk calls can be routed to Auto Attendants, extensions, groups, etc., based on DNIS digit information...
Page 58: T1/Pri/E1 Features
Key AltiServ Characteristics • Split Area Code Support - allows you to identify area codes and prefixes that are exceptions to the standards of how area codes and long distance prefixes are normally used. For example, this configuration allows the system to treat calls to certain areas as local calls.
Page 59 IP Phone Service - a service that runs on the same system as AltiServ, is installed together with AltiServ, and connects to AltiServ through enhanced AltiLink Plus protocol on behalf of AltiGen IP Phones. AltiWare OE System Installation & Administration Manual...
Page 60 Key AltiServ Characteristics •IP Port Support - AltiWare IP port density is increased to 120 ports. The system supports up to ten (10) Triton IP boards (120 ports) or, two (2) G.723 and two (2) G.711 (84 ports). • Integrated Administration - calls through both PSTN and IP networks can be managed using a single point of administration.
Page 61: Voice Over Ip Session Support Altiserv Features
Overview Voice over IP Session Support AltiServ Features The following trunk-related AltiServ features are supported during IP trunk call sessions. Refer to the AltiServ User Guide for more details on how these features work over IP trunks. • Incoming and Outgoing Trunk Calls •...
Page 62: Optional Add-On Software
Key AltiServ Characteristics • AltiDBReader - allows you to view historical data from a database, which can be saved to a file. DINA (Distributed Intelligence Network Architecture) Manager - an application that allows a system administrator to configure several distributed AltiServ systems from a single system.
Page 63: Optional Add-On Products
AltiServ Contact Center - AltiServ Contact Center (ACC) allows you to enable this add-on option for call center features. • Alti-IP 600 - AltiGen’s H.323-compliant, business telephone that provides voice communication over an IP network. AltiWare OE System Installation & Administration Manual...
Page 64 Key AltiServ Characteristics 1-30 AltiWare OE System Installation & Administration Manual...
Page 65: System Requirements
H A P T E R System Requirements Hardware Requirements AltiServ hardware requirements depend on the number of extensions (lines) and trunks your site requires. Refer to Table 4 on page 2-12 for AltiServ platform selection. System Key Requirement AltiWare OE 4.6 is integrated with a system key, a hardware security device that allows the software to run ONLY when that system key is attached to the parallel or USB port of the server that OE is running on.
Page 66 • Channel Service Unit for T1/E1/PRI. Hardware selection may have to be adjusted based on the following variables: • The number of AltiGen telephony boards required • The maximum AltiServ extension and trunk traffic anticipated • The number of simultaneous client software connections Table 5, “Individual Board Power Requirements,”...
Page 67: Proper Grounding And Loop Current
Also, check the loop current on incoming trunks before connecting to any AltiGen boards. The desired loop current measurement is 25mA–28mA. This is another essential step to ensure proper operation of AltiGen systems. For more information on loop current issues, please refer to the toolbox in the tech support section of AltiGen’s web site at...
Page 68: Functional Specifications
Table 1. AltiGen Board Operating Environmentals/Condiciones Ambientales para La Operación de La Tarjeta AltiGen/Betriebsbedingungen für die AltiGen Karte Description/ Descripcion/ Beschreibung Specification/Especificacion/Spezifizierung Operating Temperature/ 0° to + 50° C/ Temperatura de 0° a + 50° C/ Operacion/ 0° bis + 50° C...
Page 69 System Requirements The I/O switch is factory preset as shown below. Change this setting only if there is a hardware conflict. The Quantum telephony board has the following functional characteristics: • MVIP compatible • 256 Port Non-Blocking Switch Matrix • Audio Peripheral Input &...
Page 70 • MVIP Compatible • 256 Port Non-Blocking Switch Matrix • Jumper-Free Configuration • PCI Bus • Compliant with EIA464 Note: When the board is configured for audio input, the first port cannot be used for an extension. Triton Analog Trunk Board The Triton Analog Trunk board comes in two models: Loop Start/Ground Start (LS/GS) and Loop Start only (LS).
Page 71 System Requirements Triton VoIP Board The Triton VoIP telephony board has the following functional characteristics: • MVIP-compatible • 256 Port Full-Duplex Switch Matrix • Jumper Free Configuration • PCI Bus Triton T1/PRI Board LED Indicators Green LED Red LED Status No power Normal operation No signal...
Page 72: Altigen Board Installation
12 ports for silent monitoring and barge-in • PCI Bus AltiGen Board Installation Always install Triton and Quantum boards and attach MVIP and power cables prior to powering server on. Failure to do so may result in damage to the board. When removing or connecting the MVIP cable, do so with a slow, vertical motion.
Page 73: Altigen Board Options
La Tabla No. 2 lista los módulos de la tarjeta de telefonía AltiGen. Esta selección le permite optimizar su sistema con base en la mezcla de troncales y extensiones que requiere su sitio.
Page 74 Model Number/No. de Board/Tarjeta/ Modelo/Modell Description/Descripcion/ Karte Nummer Beschreibung Triton ALTI-TTAT-12GS 12 trunks/troncales/Haupt, ground start/loop start Triton ALTI-TTAT-12 12 trunks/troncales/Haupt, loop start only When you upgrade to AltiWare OE 4.6, all 8-port boards are automati- cally upgraded to 12-port boards. With a 30-port upgrade license, the 12- port board can be upgraded to a 30-port board (one board upgrade per license).
Page 75: System Limitations
System Requirements System Limitations Note the following limitations for board installation and Triton VoIP board and port combinations. Table 3. Board Installation Maximum in a Board ID Board Type Total Ports System Range Triton VoIP 12- port Triton VoIP 30- port 120 max in one system, via any...
Page 76: Power Requirements
SCSI required *Individual requirements may vary depending on particular applications. Please contact AltiGen Sales Engineering or Technical Support for assistance on selecting the most appropriate system configuration for your installation. Power Requirements (Requisitos de Energía Eléctrica/Energiebedarf) The power requirements are as follows for each individual board/Los requisitos de energía eléctrica son los que se indican a continuación para...
Page 77: Altiware Oe Installation & Administration Manual
(Factor Térmico/Hitzefaktor) Internal system temperature must not exceed the specified operating temperature. If more than two AltiGen telephony boards are installed in the system, then additional cooling fans are suggested. These fans need to effectively reduce heat and increase airflow to the AltiGen telephony boards to ensure system reliability.
Page 78: Proper Board Handling Procedures
If more than two AltiGen telephony boards are installed in the AltiWare system, then an additional cooling fan will be required. This fan needs to effectively reduce heat and increase airflow to the AltiGen telephony boards to ensure system dependability and reliability. To install a cooling fan into the AltiWare system, read the instructions included with the fan unit.
Page 79: Operating Environment
Use a flat, stable work surface with enough space around it for proper air circulation. For proper heat dissipation, a fan is recommended in front of the AltiGen telephony boards to ensure sufficient airflow. Be sure the fan filter is clean and does not block the airflow.
Page 80 Se sugiere la colocación de un ventilador frente a las tarjetas de telefonía AltiGen, con objeto de disipar el calor adecuadamente y garantizar un flujo de aire suficiente. Cerciórese de que el filtro del ventilador se encuentra limpio y de que no obstruye el flujo del aire.
Page 81: Packaging For Shipment And Storage
Always save and use the original packaging materials (foam, static- shielding bag, and cardboard box) to transport the boards. • AltiGen telephony boards are protected by their anti-static bags and should be removed from their packaging for installation by a properly grounded technician.
Page 82: Altiware Conference Resource Limits
AltiWare Conference Resource Limits The following table defines conference resource limits for boards used in an AltiWare system. Table 6. Conference Call Resource Limits Maximum Number of Maximum Members Total Number of Number of Conferences Support of Conference Board Conference Conference Supported Members on Other Boards...
Page 83: Software Installation
AltiWare OE. • TAPI Gateway. Contains the TAPI Proxy Server and TAPI Service Provider that allow you to use AltiGen’s AltiLinkPlus to create TAPI applications for your AltiWare configuration. AltiWare OE System Installation & Administration Manual...
Page 84: Altiware As An Nt Service
• Remote administration is possible through AltiAdmin. Important: Do not tamper with the startup settings of AltiGen services in the Services applet of the Control Panel. Only the AltiGen Switching Service should be set to Automatic; all other AltiGen services should be set to Manual.
Page 85: Firewall Considerations
Software Installation • Third party applications. AltiWare OE must be installed before any third party applications on a Windows NT with Service Pack 6a (or higher) or Windows 2000 system. Contact your third party application vendor(s) to find out if an upgrade is required for their product to work with the AltiWare OE release you are about to install.
Page 86 N Web Client AltiLink+ 10025 NetMeeting Chat 1720 plus VoIP ports described above AltiGen IP Phone 10032 Polycom Between 2222-2242 and 1718/ 1719 a. It is recommended that this be run only in an intranet. b. N=49152+ (62*number of boards)–1...
Page 87: Licensing
Software Installation Software License Activation and Registration Licensing The licensing has two components — a system key which is a physical device shipped with every copy of OE 4.6. This hardware key is equipped with a DB-25 connector that is designed to be connected to the parallel printer port on the AltiServ system running OE 4.6 or later releases of AltiWare.
Page 88: Registration
For step-by-step instructions on the licensing process, refer to page 3-28. Registration Licenses must be registered with AltiGen for the system to function at full, licensed capacity. This registration includes both AltiWare systems information, as well as registering dealer, installer, and end user (customer) data for each AltiGen system installed or upgraded to 4.6.
Page 89: Dealer Installation Id
Software Installation Dealer Installation ID As part of the installation and registration process, the Dealer is associated with the customer and the system installed. To facilitate this, a Dealer Installation ID will be provided to all dealers. This Dealer Installation ID will provide safe access to the registration system in the case where Dealers send their software and license keys direct to the customers to install.
Page 90: Upgrades
Internet Explorer 5.0 (or higher) is required for online registration. Upgrades The AltiGen upgrade process is designed to ensure that the proper compatible seat licenses are provided with upgrade software ordered. Other optional software, such as AltiAgent and AltiSupervisor, must also be upgraded to be compatible with 4.6 (4.6 compatible licenses).
Page 91: Lost Licenses
For step-by-step instructions on the upgrade process, refer to page 3-17. Lost Licenses AltiGen views a registered license key as the right for the system registered under to have access to the feature. If a license key or system key is lost, it is the responsibility of the party who purchased the item.
Page 92: Before New Installation
3-2. Install the System Key on the parallel or USB port. Caution: Do not connect the system key to any AltiGen board as damage may occur to the board or the system key. 3-10 AltiWare OE System Installation & Administration Manual...
Page 93 Software Installation Login to Windows NT or Windows 2000 as a domain or local user account that has local administrator privileges. If your machine is a stand-alone server, you need to login as a local administrator account. Note: If you plan to run Exchange Integration, you must have domain administrator rights.
Page 94 Note: Setup will terminate if T1 Rev. A1/A2 or VoIP Rev. A1/A2 boards are found. These boards are not supported. 11. Setup will create a user account for AltiWare services. AltiGen recommends that you do not change the default password. If you still wish to change this, you may enter a password (no longer than 14 characters) for this account and click Next.
Page 95 Software Installation 14. Setup will use the following disk drives as noted for PostOffice, AltiDB and AltiDB Backup or you may select another local drive. Note: It is recommended that the local drive used should have at least 2GB of free space for PostOffice and 500MB each for AltiDB and AltiDB Backup.
Page 96 To Begin New Installation 15. Setup allows you to select the components you wish to install. By default, all components are checked, and it is recommended that you do not uncheck any items. 16. Click Next to have Setup begin copying the program files. 3-14 AltiWare OE System Installation &...
Page 97 Software Installation 17. Setup will perform the following: • Install Microsoft Data Access Components • Install AltiWare Services • Register AltiWare COM components • Create program folder and icons • Upgrade AltiWare databases 18. Setup Window will prompt for the Country, System Home Area Code and Extension Length.
Page 98 To Begin New Installation 20. Setup is complete. Reboot the system to finish the installation process 21. (Recommended) After rebooting, run the MVIP test program from Start>AltiWare>AltiWare Tools>MVIP test. 22. Use AltiAdmin to register your licenses. Follow the steps for “Online License Registration Procedures”...
Page 99: Before Upgrade
Software Installation Upgrading AltiWare OE Note: Triton T1 Rev A1/A2 or VoIP Rev A1/A2 boards are not supported in OE 4.6. These boards must be replaced with Rev A3 or later boards. Before Upgrade Before you begin, you’ll need to have the 20-digit software license key located on the back of the End User License Agreement and a System Key.
Page 100: Voip Board Upgrade
Before installing this upgrade on the AltiServ system, please make sure that the AltiAdmin application and the AltiGen Switching Service are not running. You can shutdown the AltiGen Switching Service Com Server and the AltiAdmin application at the same time by running AltiAdmin, logging in and selecting Services Shutdown Switching.
Page 101: To Begin Upgrade
3-2. Install the System Key on the parallel or USB port. Caution: Do not connect the system key to any AltiGen board as damage may occur to the board or the system key. Login to Windows NT or Windows 2000 as a domain or local user account that has local administrator privileges.
Page 102 Setup will retrieve system key and install its driver, if applicable. WARNING! If the system key is not available, Setup will terminate. 10. Setup will check AltiGen boards on your system. Note: Setup will terminate if T1 Rev. A1/A2 or VoIP Rev. A1/A2 boards are found.
Page 103 Software Installation No Registered Licenses - If no licenses are registered, you will see the following Installation Options window. You may choose the following options: a) Provide the activated license file - if you select this option and click Next, enter the path of the “exctl” file in the License Path page, then click Next to proceed to Step 12.
Page 104 To Begin Upgrade b) Register license now - if you select this option and click Next, you will automatically launch AltiWare’s License Information window. Click Online Register to activate your license(s) and follow the steps for online registration on page 3-31. Sub-Step 1B: Partial Registered Licenses - If some of your existing licenses are registered, you will see the following Installation Options window.
Page 105 3-31. 12. Setup will check service status. 13. Setup will create a user account for AltiWare services. AltiGen recommends that you do not change the default password. If you still wish to change this, you may enter a password (no longer than 14 characters) for this account and click Next.
Page 106 To Begin Upgrade 14. Setup is creating the user account. 15. Setup will use the following disk drives as noted for AltiDB and AltiDB Backup or you may select another local drive. Note: It is recommended that the local drive used should have at least 500MB of free space each for AltiDB and AltiDB Backup.
Page 107 Software Installation 16. Setup allows you to select the components you wish to install. By default, all components are checked, and it is recommended that you do not uncheck any items. 17. Setup will begin copying the program files. AltiWare OE System Installation & Administration Manual 3-25...
Page 108 To Begin Upgrade 18. Setup will perform the following: • Install Microsoft Data Access Components • Install AltiWare Services • Register AltiWare COM components • Create program folder and icons • Upgrade AltiWare databases 19. Setup is almost complete. Setup will suggest running MVIP bus test before rebooting.
Page 109 Software Installation 20. Setup will complete, whether or not the MVIP test passes, if Setup cannot get the results of the MVIP test, or if the MVIP test is skipped. You can restart your computer now or later, then click Finish to end Setup.
Page 110: Online License Registration Procedures
To Begin Upgrade License Activation and Registration Process In AltiWare OE, a software license allows you to increase the capacity for the following: • Physical and IP extensions. A Quantum board can provide 4, 8, or 12 extensions (depending on the type of Quantum board) and the Triton Analog Station board provides 12 extensions.
Page 111 Software Installation From the About AltiWare window in AltiAdmin, click on the License Information button. Click the Registration button to open a new License Information window. AltiWare OE System Installation & Administration Manual 3-29...
Page 112 To Begin Upgrade <Optional - you may add licenses here OR during online registration. Skip to Step 5 if you wish to add licenses later.> Click Add License to add the license keys that you wish to add and activate. (License keys are located on the End User License Agreement sent with every License purchase.) In the License Key field of the Add License pop-up window, enter the license key and click OK.
Page 113 Installation ID field, enter the ID number assigned to your Dealer. This information can be obtained by contacting either your local authorized AltiGen Dealer or AltiGen Technical Support. Click Next when finished. The next web page allows for inputting of Customer and Installer information.
Page 114 To Begin Upgrade For the Customer Information and Installer Information sections, fill in all fields (required) and click Next when finished. The next web page allows for entering of new License Keys or for adding any additional licenses. 3-32 AltiWare OE System Installation & Administration Manual...
Page 115 Software Installation Click Add More Keys to add more licenses, or click Next to register these licenses. Note: All keys are case sensitive. 10. The next web page displays the licenses that have been activated and are about to be registered. AltiWare OE System Installation &...
Page 116 To Begin Upgrade • Approved licenses are indicated by a green check mark and will display a description next to the approved license. • Invalid licenses are indicated by a red X mark. Possible reasons for “invalid” licenses include: a) obsolete licenses (such as unsupported 4.X licenses) b) not enough digits in license number c) wrong license number d) license number registered to another system key...
Page 117 Software Installation 12. The next web page continues the registration by initiating a product registry program. At the Security Warning prompt, click Yes to install and run the program. If you click No or close this box, the Web Registration will not continue and you must begin the Web Registration process again from Step 5.
Page 118 To Begin Upgrade Setup will create or update an “exctl” file in \altiserv\db\. 13. The final web page displays a verification notice and number, confirming that an email of the registration process results has been sent to the customer and installer. Save the email for future reference. You may close this web page.
Page 119: Manual Online License Registration Procedure
Software Installation The licenses that have just been validated will appear in the license field, along with an accompanying Registration Key number and Description of the license. 15. Close the License Info window to finish the license registration. Manual Online License Registration Procedure To manually register any license through online registration, (where the local AltiServ system has no Internet connection), follow these steps: From the About AltiWare window in the local AltiAdmin, click on...
Page 120 To Begin Upgrade <Optional - you may add licenses here OR during online registration. Skip to Step 5 if you wish to add licenses later.> Click Add License to add the license keys that you wish to add and activate. (License keys are located on the End User License Agreement sent with every License purchase.) In the License Key field of the Add License pop-up window, enter the license key and click OK.
Page 121 Software Installation On the AltiGen Software License Registration web page, click the Proceed to Online Registration. The next web page allows for inputting System and Dealer Installation ID. In the System Key field, enter your System Key (located on the End User License Agreement).
Page 122 To Begin Upgrade The next web page allows for inputting of Customer and Installer information. For the Customer Information and Installer Information sections, fill in all fields (required) and click Next when finished. 10. The next web page allows for entering of new License Keys or for adding any additional licenses.
Page 123 Software Installation Click Add More Keys to add more licenses, or click Next to register these licenses. 11. The next web page displays the licenses that have been activated and are about to be registered. AltiWare OE System Installation & Administration Manual 3-41...
Page 124 To Begin Upgrade • Approved licenses are indicated by a green check mark and will display a description next to the approved license. • Invalid licenses are indicated by a red X mark. Possible reasons for “invalid” licenses include a) obsolete licenses (such as unsupported OE 4.X licenses) b) not enough digits in license number c) wrong license number d) license number registered to another system key...
Page 125 Software Installation 13. The next web page continues the registration by initiating a product registry program. 14. At the end of the Web Registration, save the exctl file to a floppy disk. 15. Return to the AltiServ machine. In the License Information window, click the Load button and to load the exctl file from floppy into the AltiServ system.
Page 126: Offline Registration Procedures
Offline Registration Procedures To register licenses through the Web (without AltiAdmin), go to the following web URL: http://registrar.altigen.com/offlineregister/ login.asp. Then follow the online registration process (page 3-38) beginning with Step 6. Windows Emergency Repair Disk After installing AltiWare, you should create the Windows Emergency Repair Disk, even if you have previously created a repair disk.
Page 127: Shutting Down Altiserv When Changing Or Adding Hardware
Software Installation To install AltiAdmin on a non-AltiServ PC for the first time: Insert the AltiWare CD-ROM into the appropriate drive. Run SETUP.EXE from the AltiAdmin folder. Follow the instructions on the window. To open AltiWare Administrator, refer to “Running AltiWare Administrator”...
Page 128: Transferring The Altiserv To Another Server Chassis
AltiServ data, messages, and custom files using the procedures in the chapter on ‘System Data Management.” In AltiAdmin, shutdown the AltiGen Switching Service and exit AltiAdmin, as described in “Shutting Down Switching as a Windows 2000 / NT Service” on page 3-18.
Page 129: Altiware Uninstall
Software Installation a. Run AltiAdmin and select Services System Data Management to run the data management utility. b. Click the Restore icon to open a dialog that allows you to choose files to restore. c. Make sure all the Component check boxes are selected. d.
Page 130 Downgrade Procedure To downgrade, follow these steps: Stop the AltiGen services as described in “Shutting Down Switching as a Windows 2000 / NT Service” on page 3-18. Uninstall OE AltiWare 4.6 as described on page 3-47. If they are installed, uninstall AltiView, AltiConsole, AltiAdmin, and CDR Search, following the manual procedures for those applications.
Page 131: Software Installation Troubleshooting
(if AltiServ is installed on the c: drive) and run the installation program again. An error occurred during the move data Make sure all AltiGen applications and services process. are stopped/closed before installing AltiWare Setup cannot detect your system key.
Page 132 AltiServ’s installation but before restarting your system Failed to upgrade AltiWare databases. The previous database may be corrupted. Restore the last, known working database and try again. If error persists, contact your Authorized AltiGen Dealer. 3-50 AltiWare OE System Installation & Administration Manual...
Page 133: Getting Around Altiadmin
H A P T E R Getting Around AltiAdmin AltiAdmin: the AltiWare OE Administrator This section describes how to configure and administer the AltiServ system using the AltiWare Administrator system application software. AltiWare Administrator, or AltiAdmin, allows you to configure sophisticated switching and messaging functions using windows that guide you through the configuration steps for each feature.
Page 134: The Altiware Administrator Main Window
AltiAdmin: the AltiWare OE Administrator The AltiWare Administrator Main Window Once you run the AltiWare Administrator, the first window you see is the AltiWare Administrator main window. Figure 1. AltiWare Administrator main window At the top you see the Main Menu bar and below that, the Quick Access Toolbar.
Page 135: The Main Menu
• Management Opens configuration windows to work with the system, trunks, extensions, out call routing, Auto Attendant, MVIP clock, audio peripheral, VoIP and AltiGen IP phone configuration. • Report System Summary, System Log, and IP Traffic Statistics. •...
Page 136 AltiAdmin: the AltiWare OE Administrator Extension Configuration. Opens the Extension Configuration window, the same function as Management Extension Configuration…. Trunk Configuration. Opens the Trunk Configuration window, the same function as Management Trunk Configuration…. Auto Attendant Select. Opens the Auto Attendant Select window, the same function as Management Auto Attendant Select….
Page 137: The View Windows
Getting Around AltiAdmin The View Windows As noted in “The AltiWare Administrator Main Window” on page 4-2, the AltiAdmin main window hosts a number of child windows, which are called view windows in AltiWare because they provide various views into the internal system setup and active status.
Page 138: Extension View Window
The View Windows Extension View Window The Extension View window displays the status of all assigned extensions. Figure 4. Extension View window The radio button to the left of each extension number is green when the extension is idle, and red when the extension is not ready or in use. The Location number (i.e.
Page 139: Trunk View Window
Getting Around AltiAdmin You can click the Reset button without selecting an extension, and then type in the extension number for the extension to reset. Trunk View Window The Trunk View window displays the status of all assigned trunks. Figure 5. Trunk View window The radio button to the left of each trunk location is green when the trunk is idle, and red when the extension is not ready or in use.
Page 140: Workgroup View Window
The View Windows The Reset button resets the selected trunk(s) to the idle status. You’ll be asked to confirm the reset and a status message will tell you if the reset was successful. You can select and reset multiple trunks. Workgroup View Window The Workgroup View window displays data and statistics for workgroups:...
Page 141: Call Log View Window
Getting Around AltiAdmin Call Log View Window The Call Log View window displays the line and trunk traffic history. Figure 7. Call Log View window The window displays, for the last 30 calls, the caller line or number, the callee, the starting time in 24-hour format and the length of the call. You can select calls and click the Print button to print the selected log entries for the call.
Page 142: Status Bar
Logging In The packet and byte data that follows is for data sent or received from other AltiServ systems over the public or private IP network. • Location—the Triton VoIP board ID:channel ID • Packets Sent—the number of voice packets sent •...
Page 143: Changing The Password
OK. Stopping the AltiGen Switching Service Normally, when you exit AltiAdmin, the AltiGen services that provide the various telephony and data services remain active—they are needed to run the system, of course. If you need to shut the entire system down, select the Stop Switching Service option from the Services menu.
Page 144 Stopping the AltiGen Switching Service 4-12 AltiWare OE System Installation & Administration Manual...
Page 145: System Configuration
H A P T E R System Configuration The System Configuration functions provide for configuring the AltiWare system-wide settings. 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 146: Setting General Parameters
Setting General Parameters 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 147 The main system telephone number, which is sent to the pager’s display when a user’s messaging options are configured to call a pager. This is also the number subscribers call to access AltiGen Voice Mail System. AltiWare OE System Installation & Administration Manual...
Page 148: Setting A System Number Plan
Setting a System Number Plan Parameter Description Conference Bridge Selected, conference calls will end when all Option internal lines have disconnected from the conference bridge. Not selected, the conference connection can continue between outside parties, even after all internal parties have disconnected. Note: For conference resource limits information, refer to “AltiWare Conference Resource Limits”...
Page 149 System Configuration Accessing the Number Plan To access the Numbering plan settings, select System Configuration... on the Management menu, then click the Number Plan tab. Figure 2. Number Plan window, System Configuration Use the Number Plan window to specify the following parameters: Parameter Description Extension...
Page 150: Assigning Trunk, Feature, Ip Trunk, & Route Access
Setting a System Number Plan Parameter Description DID Number The number of digits needed to match a DID (Direct Inward Length Dialing) number, with a range of 2 - 16. Each extension can be assigned a DID number. A DID number does not have a fixed length.
Page 151 System Configuration Trunk Access Usually, 9 is used as the analog or PSTN trunk access code, and AltiWare uses 9 as the default for trunk access. You can keep that configuration and assign other digits such as 7 or 8 to Route Access and IP trunk access, or you can change it.
Page 152: Setting Business Hours
Setting Business Hours Note: When making or editing these or other number plan assignments, refer to the considerations on setting and editing discussed in “Setting a System Number Plan” on page 5-4. 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.
Page 153: Routing Calls On Holidays
System Configuration Set the business schedule parameters as follows: Parameter Description 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 154 Routing Calls on Holidays To access Holiday Routing settings, select System Configuration... on the Management menu, then click the Holiday tab. Figure 4. Holiday window, System Configuration Set holiday routing as follows: Click Add to create a new holiday. In the popup that displays, select a date from the dropdown and enter a description to identify the holiday.
Page 155: Configuring System Speed Dialing
System Configuration 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 156: 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 157: Blocking Calls To Area Codes From All Extensions
System Configuration Note: The dialing restrictions set here are one of three ways of blocking calls. See “About Restricting Outgoing Calls” on page 9-1 for a discussion of the uses of the different functions. To access call restriction setup, select System Configuration... on the Management menu, then click the Call Restriction tab.
Page 158: Setting Toll Call Prefixes
Defining System Call Restrictions Setting Toll Call Prefixes AltiWare uses the Toll Call Prefixes to determine the type of outside call and imposes restrictions when necessary. For example, if the international toll call prefix is 011 and a user attempts to make an international call from an extension without international call privileges, the call will be terminated as soon as the user dials 011 after the trunk or route access number.
Page 159: Enabling Hop Off For Tie Trunks
System Configuration Enabling Hop Off for Tie Trunks When selected, this function allows 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 160: Adding And Deleting Account Codes
Creating Account Codes To access the Account Code window, select System Configuration... on the Management menu, then click the Account Code tab. Figure 8. Account Code window, System Configuration Adding and Deleting Account Codes To create an account/code association, click Add. Enter an Account Name and Account Code in the dialog box that appears.
Page 161: Setting Up Call Reports
System Configuration Setting up Call Reports You can set up call reporting if AltiWare and AltiAdmin are installed on the same server. In AltiWare, call reporting distinguishes between call detail data, which records every call made to, out of, and within the AltiServ system, and RTM data, which is workgroup-related statistical data captured from the real- time monitoring function used in the AltiSupervisor client application.
Page 162: Internal (Local) Logging Of Call Data Data
Setting up Call Reports To set up Call Reports, select System Configuration... on the Management menu, then click the Call Reports tab. Figure 9. Call Reports window, System Configuration Internal (Local) Logging of Call Data Data To enable CDR collection to the local drive, select Internal CDR log - MDB and click the Config button.
Page 163 System Configuration To enable RTM data collection to the local drive, select Internal RTM data - MDB and click the Config button. A dialog box appears. Figure 11. Enable local RTM data logging Parameter Description Enable Check to enable internal (local) logging of call data. Retain Records Select the number of days to retain records.
Page 164: External (Remote) Logging Of Call Data
Setting up Call Reports Example: • Retain Records is set to 60 days • Save db is selected • Renew Backup is set to every month With these settings, on day 61 a backup file is started in the DBBackup folder.
Page 165 External Server application Note: 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, and use a restore utility to restore the database. If you need to reconstruct the SQL server, run the External Logger Setup to create an empty calldb database before restore.
Page 166: Exporting Through A Local Port
Enable Check to enable external (remote) logging of call data. Server Address Enter server’s IP address. Altigen External Select to use AltiGen’s implementation of the Server Microsoft SQL database. Third Party to export the data to a third party Select...
Page 167: Setting Message Notification Retries
System Configuration To access Messaging setup, select System Configuration... on the Management menu, then click the Messaging tab. Figure 14. Messaging window, System Configuration Setting Message Notification Retries When a message is sent to a user’s email in-box or voice mailbox and outcall notification is configured, notification is sent to the user.
Page 168: Setting Message Management Options
Managing Messages Parameter Description Retry Interval in The number of minutes between retry attempts. Five Minutes minutes is the minimum and 60 minutes is the maximum interval allowed. The default is 5 minutes. Setting Message Management Options Set message confirmation and warning parameters: Parameter Description Confirm Message...
Page 169: Setting E-Mail Messaging (Smtp/Pop3) Options
System Configuration Parameter Description Pause Detect Length Selected, this feature causes the deletion of pauses in messages. The default pause detect length is 500 ms. The pause detect can be disabled by deselecting the check box, or the length can be set to a value between 200–2000 ms (.2–2 seconds).
Page 170: Synchronizing E-Mail With Exchange
Exchange Server 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 mails are...
Page 171: Defining An Ip Dialing Table
System Configuration Figure 15. Area Codes window, System Configuration Adding and Deleting Entries To add entries to one of the three lists, click Add below the appropriate list box. In the dialog box that appears, type a number and click OK. To delete an entry, select it and click Delete.
Page 172: About The Location Id Digit Length
Defining an IP Dialing Table Note: To enable VoIP, you must have at least one Triton VoIP board installed and configured. (The IP Dialing Table is disabled unless there is at least one VoIP board installed.) You also must have assigned an IP Trunk Access code, as discussed in “Assigning Trunk, Feature, IP Trunk, &...
Page 173: 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. Figure 16. 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 in the previous section.
Page 174 172.16.0.0/12 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 175: Configuring Dnis Routing
System Configuration Parameter Description Dialing Scheme Overlapping (ATGN) is best used with analog trunks to allow the terminal to omit part of the digits required to complete a call while buffering the remaining digits. Enbloc, used with digital (ISDN) trunks, allows the terminal to include all of the digits required to complete a call.
Page 176: Adding And Deleting Dnis Route Entries
Configuring DNIS Routing To access DNIS routing, select System Configuration... on the Management menu, then click the DNIS tab. Figure 17. DNIS window, System Configuration 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.
Page 177: Defining The Routing
System Configuration Defining the Routing After adding an entry, you define it by first selecting it in the list. When you select an entry, its name and other defined attributes, if any, appear in the options at the right of the window. You can edit any of these attributes. For each number, you can set routing for three distinct time periods defined in the Business Hours window (see “Setting Business Hours”...
Page 178: Configuring The Tenant Table
Using a Tenant Table To access the Tenants window, select System Configuration... on the Management menu, then click the Tenants tab. Figure 18. Tenant window, System Configuration 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.
Page 179: Modifying The Tenant Table
System Configuration To assign extensions to tenant IDs: Select Extension Configuration... on the Management menu to open the Extension Configuration General window. For each extension you want to assign to a tenant ID: a. In the Extension list, select and highlight the extension you want to assign to a tenant ID.
Page 180: Creating Distribution Lists
Creating Distribution Lists To change the extension-to-tenant ID assignment: Open the Extension Configuration General window, as discussed in the steps on the previous section under “To assign extensions to tenant IDs:,” and use the Tenant drop-down list to change the tenant ID assigned to any extension.
Page 181: Defining A Distribution List
System Configuration Figure 19. Distribution List window, 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 182: Setting Logout Reason Codes
Setting Logout Reason Codes Setting Logout Reason Codes In a workgroup environment, logout reason codes allow agents to specify why they are signing off from the workgroup, and the manager can view that information. If logout reasons are required, the system requests a reason at logout from the phone set and from the AltiAgent application.
Page 183: Board Configuration
Boards window to open the Board Configuration window. Important: 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 restarting AltiAdmin.
Page 184: Using The Triton Resource Board
Using the Triton Resource Board Using the Triton Resource Board The Triton Resource Board 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 in “Setting Up Monitor Lists”...
Page 185 Board Configuration Use the Board Configuration window for the Quantum board to view the following attributes: Parameter Description Board Info Board Logical ID: assigned by AltiServ. Board Name: the type of board installed in the system and board ID. Note: For Quantum boards in a Windows 2000 system: •...
Page 186: Configuring The Triton Analog Extension Board
Configuring the Triton Analog Extension Board Parameter Description Reset Board Resets the board, after you confirm by accepting a warning that resetting a board will disconnect all calls in progress on that board. Important: Be sure to inform all users before resetting a board.
Page 187: Configuring The Triton Analog Trunk Ls/Gs And Ls Boards
Board Configuration Parameter Description Channel Mapping Shows the board Logical Channel, Physical Span, List and Physical Channel. To reinitialize channels, select the channel to reset and click the Reset Channel button, then click OK. Note: This is informational only and cannot be edited.
Page 188 Configuring the Triton Analog Trunk LS/GS and LS Boards Double click the board’s icon in the Boards window (see Figure 1) to open the Board Configuration window. Figure 5. Board Configuration window (Triton Analog Trunk) The Board Configuration window contains the following attributes: Parameter Description Board Info Group...
Page 189: Configuring The Triton Voip Board
Board Configuration Parameter Description Board Configuration Displays the board’s serial number. Reset Board Resets the board, after you confirm resetting by accepting a warning. Important: Resetting a board will disconnect all calls in progress on that board! Be sure to inform all users before resetting a board.
Page 190: Network Configuration Guidelines For Voip
Configuring the Triton VoIP Board detail on setting access codes.) If you still want users to have access to this trunk for outgoing calls, you can set it up through Outcall Routing (see Chapter 9, Out Call Routing Configuration). Features The following features are automatically enabled during AltiWare OE installation.
Page 191 Board Configuration (for example, a Multilink Point-to-Point Protocol (MLPPP) or Frame Relay Forum (FRF), with no Voice Activity Detection (VAD) running) — G711 10ms packet frame = 100.8 kbps — G711 20ms packet frame = 82.4 kbps — G711 30ms packet frame = 76.3 kbps —...
Page 192: Firewall Configuration
Configuring the Triton VoIP Board Firewall Configuration Please note the following very important guidelines when working with a firewall on your network: • If a firewall is used to protect your network access security, reconfigure the firewall (as described in “Firewall Considerations” on page 6-23) to open up TCP and UDP ports to the IP system’s IP address.
Page 193: Network Configuration Guidelines For The Alti-Ip 600
NAT (see Network Configuration Guidelines below). • DHCP is recommended to reduce the risks for duplicating IP addresses. AltiServ provides seamless support for AltiGen IP Phones using dynamic IP addresses. Select Dynamic IP address for IP Extensions in AltiAdmin.
Page 194: Ip Phone Configuration
When configuring the IP phone, you should specify the server’s IP address, referred to as AWIP “AltiWare’s IP address.” To configure AWIP for AltiGen IP phone, please refer to “AltiGen IP Phone Quick Reference” and edit the AW Server setting at the SYSTEM menu. For NetMeeting integrated with AltiView, the AWIP is the AltiView’s login server IP...
Page 195: H.323 Nat
Board Configuration H.323 NAT The NAT router must support H.323. The router should know the H.323 protocol and be able to translate the private IP address into a public IP address in H.323 packets. Normally, you should configure the router to forward all the H.323 traffic to a specified IP address of H.323 endpoint behind the NAT.
Page 196 Configuring the Triton VoIP Board Figure 1 shows a typical home network layout with DSL/cable modem with an IP phone and PCs. A router that supports H.323 over NAT is required between the DSL/Cable Modem and IP phone and PCs, if the DSL/Cable Modem does not support H.323 over NAT.
Page 197 Board Configuration 3 with private IP address 192.168.2.100 connects to the Internet via the Router 2, which must also support H.323 NAT. Router 2 can also sit behind a DSL/Cable Modem. Another remote IP phone, IP Phone 4, with public IP address 202.101.54.61, connects to the Internet directly.
Page 198 Configuring the Triton VoIP Board When remotely configuring IP Phone 4, you should set up the AWIP to AltiWare's IP address, which is 169.254.101.2. For an H.323 IP Call from Another AltiWare on Internet: Another AltiWare can make a H.323 IP call to this AltiWare by calling the IP address 169.254.101.2.
Page 199 Board Configuration Setup For the Corporate LAN: • AltiWare The public IP address of Router 2 should be configured as the IP address of this IP extension in AltiWare for IP Phone 3. If it is changed dynamically, then assign dynamic IP address configuration for that extension.
Page 200 Configuring the Triton VoIP Board Private and Public Network Configuration (AltiWare with Both Private and Public IP Addresses) (Supported in Release OE 4.5 and higher) Figure 9. AltiWare on Multi-Homed Host In the case of insufficient public IP addresses for local IP phones, IP phones can be located in a private network.
Page 201 Board Configuration Setup For the Corporate LAN: • AltiWare The public IP address of Router 2 should be configured as the IP address of this IP extension in AltiWare for IP Phone 3. If it is changed dynamically, then assign dynamic IP address configuration for that extension.
Page 202 Configuring the Triton VoIP Board NAT, please refer to “Setting up H.323 Traffic Forwarding for H.323 NAT” on page 6-24. For the Remote IP Phone Directly on Internet: • IP Phone 4 When configuring remote IP Phone 4, you should set up the AWIP to AltiWare's public IP address, which is 169.254.101.2.
Page 203 Board Configuration Figure 5 shows a network layout in which there are two private networks, the corporate LAN and branch office LAN. The VPN tunnel connects the two private networks such that the two networks access each other with a private IP address.
Page 204 (Corporate Network) this local private network through the VPN tunnel) Linksys is for reference only. AltiGen has not certified this product or any other router at this time. 6-22 AltiWare OE System Installation & Administration Manual...
Page 205: Firewall Considerations
Logger CDRSearch AltiLink+ 10025 Internal/External CDR 10027 Logger TAPI Client TAPI Gateway 10026 AltiGen IP Phone AltiGen IP Phone Service 10032 Gatekeeper 1718, 1719 VoIP H.323/H.225 VoIP H.323/H.225 1720 VoIP Message VoIP Message Waiting 49151 Waiting (Quicknet IP ext only) VoIP H.245...
Page 206: Setting Up H.323 Traffic Forwarding For H.323 Nat
H.245 and RTP/RTCP 49152~N a. N=49152 + (62 * number of VoIP boards) - 1 If this H.323 endpoint is an AltiGen IP Phone, the NAT router must be configured to forward the following ports to the H.323 endpoint's private IP address:...
Page 207: Setting Up An Altiware-To-Altiware Ip Network
Board Configuration If this H.323 endpoint is NetMeeting integrated with AltiView, you need to set all unknown TCP/UDP ports to be forwarded to the IP phone's private IP address. This is usually referred to as DMZ port forwarding in most NAT routers.
Page 208: Board Installation
Configuring the Triton VoIP Board Configure general trunk parameters on the General tab window of Trunk Configuration. See “Setting General Trunk Attributes” on page 7-3. Configure the dialing plan for connection to remote AltiWare systems on the IP Dialing Table tab window of System Configuration. Set the Number of Dialed Digits to “None.”...
Page 209: Troubleshooting-Common Symptoms And Solutions
Board Configuration Figure 12. 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 in “Configuring the Quantum Board” on page 6-2. The Board Configuration button invokes the Triton VoIP Trunk Properties window, which displays the board serial number and displays line settings.
Page 210 Configuring the Triton VoIP Board Check the RTP and RTCP Settings. Make sure UDP port numbers 49152-49199 are not assigned to other applications. RTP/RTCP is the acronym for Real-Time Transport (Control) Protocol, a transport protocol for real-time applications used to transport packetized voice packets over the IP network.
Page 211: Configuring The Triton T1/Pri Board
T1 service. T1 Service Request Information When ordering T1 service, provide the following service request information: Equipment Information Product Manufacturer - AltiGen Communications, Inc. Product Name - AltiServ PBX Phone System AltiWare OE System Installation & Administration Manual 6-29...
Page 212 Configuring the Triton T1/PRI Board CSU/DSU - ADTRAN T1 ACE (recommended) or other CSU/DSU Technical Information for T1 with Voice Signaling Protocol: • E&M Wink Start (recommended) • E&M Immediate Start • Ground Start • Loop Start (not recommended) Trunk Type: •...
Page 213: Service Parameters For Pri
When ordering PRI service, provide the following service request information: Equipment Information Product Manufacturer - AltiGen Communications, Inc. Product Name - AltiServ PBX Phone System CSU/DSU - ADTRAN T1 ACE (recommended) or other CSU/DSU Technical Information for PRI with Voice Switch Type: •...
Page 214: Board Configuration
Configuring the Triton T1/PRI Board • MEGACOMM Framing: • Super Frame (SF)/D4 • Extended Super Frame (ESF) (recommended) Line Coding: • Alternate Mark Inversion (AMI) • B8ZS (recommended) Physical Termination: RJ-48X or RJ-48C Wire: 4 wires PRI Channel Assignment D Channels Assignment: 24th channel (channel ID 23) Note: AltiServ can configure any channel in a PRI span to be the D channel.
Page 215 Board Configuration Figure 13. 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 in “Configuring the Quantum Board” on page 6-2, but there are additional options available.
Page 216: Triton T1 Configuration - Triton T1/Pri Dialog Box
Configuring the Triton T1/PRI Board File Name. The Operating mode is automatically displayed as T1/ PRI or E1/PRI. • The Span Info window displays the Total Number of Spans on the board and the status of the span in the Span Info window. To reset the span, click the Reset Span button.
Page 217: Reading The Status Messages
Board Configuration 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 displayed. The following table lists the types of error messages and the appropriate actions. Table 1: Span Status Error Messages Error Message Meaning...
Page 218 Configuring the Triton T1/PRI Board Table 1: Span Status Error Messages Error Message Meaning Action Setup Failure - NO No valid framing is Possible span mis-con- VALID FRAME detected. figuration (i.e., ESF is selected but the actual framing is SF, or vice versa).
Page 219 Board Configuration • 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 220 Configuring the Triton T1/PRI Board to a one. Bell Zero Code Suppression replaces bit 7 of an all zero channel byte with a one. • CD Bits Handling is for display only. • If you click the T1/PRI Configuration button you can set channels to either T1 or PRI, as discussed in “Setting up T1 or PRI Channels on the Triton T1/PRI Board”...
Page 221: Setting Up T1 Or Pri Channels On The Triton T1/Pri Board
Board Configuration Setting up T1 or PRI Channels on the Triton T1/PRI Board Use the T1/PRI Configuration button (see Figure 15) 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 222 Configuring the Triton T1/PRI Board Setting the ISDN PRI Switch Mode If you select a Span Type of Regular ISDN PRI or Custom ISDN PRI in the T1/PRI Configuration Window, use the following guidelines to set the ISDN PRI Switch mode. Figure 17.
Page 223 Board Configuration Selecting Span Types • T1 CAS - select this option to associate all channels on the span to T1channel associated signaling. • Regular ISDN PRI - select this option to indicate 23B+D ISDN PRI span and to designate the last channel as the D channel. •...
Page 224 Configuring the Triton T1/PRI Board • 101CCCC Numbers - CIC (Carrier Identification Codes) dialing. • 011 International Numbers - for placing calls outside the U.S. • 1+10-digit Numbers - for local and long distance calls that require dialing 1 before the number. •...
Page 225: Installing A Channel Service Unit (Csu) To The Triton T1 Or T1/E1/Pri Board
Board Configuration Note: 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. Setting a TEI The TEI (Terminal Endpoint Identifier) defines which terminal device is communicating with the CO switch for a given message.
Page 226: Board
Configuring the Triton T1/PRI Board Pin 2=Receive Tip (INPUT) Pin 4=Transmit Ring (OUTPUT) Pin 5=Transmit Tip (OUTPUT) Troubleshooting—Common Symptoms The most common problems when installing T1 or PRI services: The service provider misconfigures your T1/PRI service or terminates your service improperly. T1 is installed but not turned on because there is no termination device for a period of time.
Page 227: Trunk Configuration
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 228: Selecting Trunks To Set Attributes
However you open the Trunk Configuration window, the General window appears. Figure 2. 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. The list on the left shows all the configured trunks.
Page 229: Setting General Trunk Attributes
Trunk Configuration 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 230 Setting General Trunk Attributes Attribute Description Direction The trunk direction can be Outgoing only, Incoming only, Both Outgoing and Incoming, or for Paging. Outgoing and Both are not available on an analog Quantum DID trunk, which is an Incoming trunk. The Both option is the system default.
Page 231 Trunk Configuration Attribute Description Description Descriptive information such as the company name for the assigned Phone Number, or appropriate agency if this trunk provides 911 access. Trunk Dialing Overlap or En-bloc dialing. Scheme • Overlap allows the terminal to omit part of the digits required to complete a call, while the remaining digits are buffered.
Page 232: Quantum Trunk Properties
Setting General Trunk Attributes Attribute Description Trunk Properties Opens a dialog box that allows you to configure low- level, hardware-specific properties for each trunk. The options vary depending on the type of board and trunk; this is discussed in subsequent sections. 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...
Page 233 Trunk Configuration Quantum Trunk General Configuration Parameter Description Interface Type Select from: • Loop Start • Ground Start • DID (Wink Start)—available only if the selected trunk is a DID trunk Impedance The resistance of electrical current to alternating current, measured in OHMs.
Page 234 Setting General Trunk Attributes Parameter Description Trunk Seizure Select from: Confirmation • Enable Dial Tone Detection (Outgoing)— detection of outgoing dial tone. • Enable Polarity Detection (Incoming)—detection of incoming polarity. Polarity detection is used when the CO or the connected PBX provides polarity reversal on the tip and ring.
Page 235: Triton Analog Trunk Properties
Trunk Configuration Triton Analog Trunk Properties To configure a Triton Analog Trunk channel, select a Triton Analog Trunk 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 Configuration dialog box.
Page 236 Setting General Trunk Attributes Parameter Description Message Waiting Type of Message Waiting indicator for the phone set: Signal Type • None • FSK/SDMF—Frequency Shift Keying with and Single Data Message Format. • FSK/MDMF—Frequency Shift Keying with Multiple Data Message Format. Flash Duration (ms) Specifies the Flash Duration time in milliseconds, with the following set ranges: 85-750, 50-600, 100-...
Page 237: Triton Analog Trunk Ls/Gs Properties
Trunk Configuration Triton Analog Trunk LS/GS Properties To configure a Triton Analog Trunk LS/GS channel, select a Triton Analog Trunk 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 Configuration dialog box.
Page 238 Setting General Trunk Attributes Parameter Description Impedance The resistance of electrical current to alternating current, measured in OHMs. Impedance occurs when power or signal is transferred from one circuit to another. The setting options are: • 600 OHMs (domestic setting) •...
Page 239: Triton Voip Trunk Configuration
Trunk Configuration Parameter Description Receiver/ Slide setting adjusts the incoming volume from 6 dB Transmission Gain to 6 dB for every Triton Analog Trunk channel. The default setting is 0 dB, and it is highly recommended not to change this setting. Caution: Setting the volume too high will cause distortion in voice quality and/or...
Page 240 Setting General Trunk Attributes The primary configuration for the Triton VoIP is the H.323 Configuration, with the following settings: Parameter Description G.711 Enable Provides toll quality digital voice encoding and is not configurable—that is, you cannot deselect it. It guarantees interoperability when other voice compression (e.g.
Page 241: Triton T1/Pri Trunk Properties
Trunk Configuration Parameter Description G723 Jitter Buffer Indicates the delay, in milliseconds, used to buffer Range (ms) G.723 voice packets received from the IP network. Voice packets sent over the IP network may incur different delays due to network load or congestion. The jitter buffer helps to smooth out the delay variation in the arriving voice packets and maintain voice quality at the receiving end.
Page 242 Setting General Trunk Attributes Figure 7. Triton T1 Configuration dialog box The following are the parameters for the Triton T1 Configuration dialog box: Parameter Description T1 robbed-bit signaling Protocol You can set Protocol to one of the following: • E&M Wink Start (default) •...
Page 243 Trunk Configuration Parameter Description You can select the maximum time-out delays, in seconds and the appropriate sequence of symbols to be collected for Caller ID and DID. Max. seconds Maximum wait time before time-out for the system to before the first identify this digit after either the first ring in ground start or digit loop start or the wink in wink start.
Page 244 Setting General Trunk Attributes Parameter Description Sets up an additional, alternative sequence. You can select another set of up to five incoming symbols to collect. Not checking any box is equivalent to checking ‘None’ in the first field. The default sequence is: “DID/DNIS”...
Page 245 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 8. Incoming Sequence window 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 246: 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.
Page 247: 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.
Page 248 Outgoing Call Blocking 7-22 AltiWare OE System Installation & Administration Manual...
Page 249: Extension And Group Configuration
H A P T E R Extension and Group Configuration There are four 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 250 • Workgroups. The primary use of a workgroup is to have specific calls answered by a designated group of extension users—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 251: Setting Up Extensions
Extension and Group Configuration Generally, you work on extension configuration by selecting an extension in the General window, then clicking another tab to work on the settings in some other window. The features and functions available in the Extension Configuration windows vary depending on the type of extension selected. When you select an extension in the General window—the first window you see when you first launch Extension Configuration—and work on it under other tabs, the extension number appears in the window title bar.
Page 252 Setting up Extensions The General window is the default tab displayed when you open the Extension Configuration window. If you’re viewing another Extension Configuration window, you can click the General tab to open the General window. Figure 1. General window, Extension Configuration 8-4 AltiWare OE System Installation &...
Page 253: Adding New Extensions
Extension and Group Configuration Adding New Extensions To add a new extension: Click the Add button in the General window. The Add New Extension dialog box opens. Figure 2. Add New Extension dialog box Figure 3. Add New Extension dialog box with ACC License Type in an Extension Number.
Page 254: Establishing Basic Extension Attributes
Setting up Extensions “Setting a System Number Plan” on page 5-4. Select the Type of extension from the options—Physical, Virtual, or Huntgroup. The Workgroup option is enabled with the ACC License. Note: See the discussion of the different extension types on page 8-1. Note also that after the extension is created, you can change Virtual extensions to Physical, and vice versa, but you cannot change Physical or Virtual to Group or vice versa.
Page 255 Extension and Group Configuration 10101, etc.) are not allowed. The letters map to numbers (on a phone, for example) as follows: Numbers Letters Numbers Letters A, B, C, a, b, c M, N, O, m, n, o D, E, F, d, e, f P, Q, R, S, p, q, r, s G, H, I, g, h, i T, U, V, t, u, v...
Page 256: Agent Check Box
Note: Intercom is only available for extensions on Triton Analog Extension boards and AltiGen IP Phone extensions. The option is grayed out for extensions on Quantum boards. Agent Check Box Checking this box allows the extension to be added as a member of one or multiple huntgroups or workgroups.
Page 257: Call Recording Options
Extension and Group Configuration • Enable Forced Account Code—selected, forces the user to enter an account code. • Account Code Validation—selected, forces the user to enter a valid account code. • Override Allowed—selected, prompts the user to enter an account code, or the user can press # to bypass the account code.
Page 258: Changing The Extension Location Or Type
Setting up Extensions • Email Name—the user’s email name without the @domain. The default email name is ext[extension number], that is, the letters “ext” followed by the extension number. For example, the default email name for extension 2497 would be ext2497. •...
Page 259: Setting An Ip Extension
Attendant and log into voice mail to activate the IP extension. Users who travel may well prefer dynamic addressing. Note: AltiGen IP Phone extension users should not activate their IP Phone by logging into voicemail — instead, #27 should be used to log in.
Page 260 Setting up Extensions enables an IP connection. As long as the connection is active, all IP trunk calls from the first to the second system will receive a dial tone rather than the Auto Attendant. From the dial tone, callers can dial extension numbers on the second system. Setting VoIP Codecs The default codec for static IP extensions is G.711, which gives a bandwidth of approximately 64 kbps.
Page 261 Extension and Group Configuration Figure 4. VoIP Codec Configuration window Parameter Description Static IP Extensions Lists IP extensions with static IP addressing you have created in the Extension Configuration window Servers Lists other AltiServ servers you have entered in the IP Dialing Table window, which have AltiServ-to- AltiServ connections to your server G711 IP Ranges...
Page 262 Setting up Extensions To set the codec for a connection to another AltiServ server: Select the server in the Servers list. In the drop-down below the list, select the codec to use for a connection to this server. Note: AltiServ-to-AltiServ IP connections between systems using OE 4.6 must use the same codec.
Page 263 Extension and Group Configuration To set ranges and values for dynamic IP addressing when only using a 30-Port IP Board: In the G711 IP Ranges list, click the Add button. The Add IP Codec Setting dialog appears. Figure 6. Add IP Codec Setting In the Add IP Codec Setting dialog, specify Range to set a range of dynamic IP address.
Page 264: Setting The Line Properties
Setting up Extensions Setting the Line Properties For a physical extension, you can configure hardware options on the board port used for the extensions. To do so, select the extension number in the list of extensions, then click the Line Properties button to open a dialog box that is specific to the board using for the extension.
Page 265 Extension and Group Configuration Configure the following hardware extension-specific features: Parameter Description Message Waiting Type of Message Waiting indicator for the phone set: Signal Type • None. • Voltage—voltage-based indicator. • FSK—Frequency Shift Keying indicator. • Tone—tone-based indicator. Caller ID Signal Message format with which to send Caller ID Format information:...
Page 266 Setting up Extensions You can also access this window by double-clicking a span in Channel Mapping List of the Triton Analog Station Board configuration window. Figure 8. Triton Analog Station Line Properties dialog box 8-18 AltiWare OE System Installation & Administration Manual...
Page 267: Phone Display Options
Extension and Group Configuration Configure the following hardware extension-specific features: Parameter Description Message Waiting FSK or None. Signal Type Caller ID Signal SDMF, MDMF, or None. Format Line Disconnect The loop break desired for answering Signal supervision, either 200 or 600 ms. Note: If the extension uses a 390 phone with Intercom service, set this to 750 ms.
Page 268: Setting Up Groups
Setting up Groups • User Data Note: For most phones, the number line can only display a number. If the Number Line is set to Caller Name, DNIS Name, User Data or IVR Data, the phone may display “Unknown” on the number line. Alti-IP 600 Phone Display Notes For the Alti-IP 600, the Name Line displays caller information under the following conditions:...
Page 269: Establishing Group Membership
Extension and Group Configuration • The first step is creating a group pilot number, a type of logical extension, as described in “Setting up Extensions” on page 8-3. • Once the group pilot number is created, you can use the Group configuration window to set up parameters for the group.
Page 270 Setting up Groups group window, which provides for assigning groups to the selected extension. This section discusses the first way first. Important: Regardless of which way you add extensions to groups, the order in which you add extensions can have consequences. For example, one way of handling incoming huntgroup calls is to always send the call to the first extension, if available, the second if the first is not available, and so forth.
Page 271: Adding Extensions To Groups
Extension and Group Configuration Adding Extensions to Groups To add extensions to a group, select the group number (huntgroup or workgroup) in the list of extensions in the General window, then click the Group tab. The group number appears in the window title bar. For huntgroups, the Group window appears as follows: Figure 9.
Page 272 Setting up Groups For workgroups, the Group window appears as follows: Figure 10. Workgroup View of Group Window, Extension Configuration Adding or Removing Members To add extension(s) to the selected group: In the Group view of the group window, click the extension number(s) in the Not Member list.
Page 273 Extension and Group Configuration Setting the Audio Peripheral Options In the group view of the Group window, you can also set audio peripheral options—which greetings and updates to use, and so forth. For each group you can either use the system default audio peripheral configuration or you can set up a custom configuration.
Page 274: Assigning Groups To Extensions
Setting up Groups Assigning Groups to Extensions This is the second of the two ways (see “Establishing Group Membership” on page 8-21) to assign extensions as members of groups. This method—selecting a physical or virtual extension and then clicking the Group tab—provides an extension view of groups. You can see all the groups to which the extension belongs, and you can change those assignments.
Page 275 Extension and Group Configuration Adding or Removing Group Assignments To assign groups to the selected physical or virtual extension: In the Extension view of the Group window, click the Group number(s) in the Not Member list. Click the Add button to move them to the Member list. Note: If the group extension is configured to Ring All Available Members, the maximum number of members is 20.
Page 276: Operation Notes
Setting up Station Speed Dialing However, if Wrapup Time does not apply—for example, if it is de- selected—then Inter Call Delay acts as follows: • If the extension user hangs up and there are callers waiting in an extension or group queue, the ring is delayed for the number of seconds specified in the Inter Call Delay setting.
Page 277 Extension and Group Configuration 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. Figure 12. Station Speed Dialing window, Extension Configuration Editing Speed Dial Entries To add or edit an entry: Double-click the Station ID number you want to work with, or select...
Page 278: Setting The Mailbox Options
Setting the Mailbox Options Type in the full number as you would dial it, with a maximum of 20 digits per entry. For example, the phone number 914085551212 comprises of 9 (trunk access code), 1 (long distance prefix), followed by 408 (area code), and finally the seven digit telephone number. Valid digits include 0 through 9, #, *, and (,) comma.
Page 279: Setting An Information-Only Mailbox
Extension and Group Configuration Figure 13. Mailbox Setting window, Extension Configuration Note: You can use Apply to to apply mailbox settings to one, some, or all extensions. Setting an Information-Only Mailbox You can select the Information Only Mailbox check box to set virtual or physical extension mailboxes to Information Only, then click Apply to to set one or more extension mailboxes.
Page 280: Disabling A Mailbox
Announce Message Selected, the user hears the name of the Sender Before message sender (internal sender only) before Playback listening to recorded AltiGen Voice Mail System messages. Announce Time Selected, the user hears the timestamp (time Stamp Before and date) of each message before playback.
Page 281: Setting Mailbox Capacities
Extension and Group Configuration Setting Mailbox Capacities You can set various mailbox capacities with the following options: Parameter Description Max Number of Maximum number of messages stored in the Messages user’s mailbox. The range is 1–999, defaulting to 100. Mailbox Size Mailbox size in MBs of stored messages.
Page 282: Setting The Message Types For Notification
Setting Message Notification Options Figure 14. Notification window, Extension Configuration Individual users can also configure Message Notification within the AltiGen Voice Mail System. Note: You can use Apply to to apply notification settings to one, some, or all extensions. Setting the Message Types for Notification Select the types of messages for which the extension user is notified: •...
Page 283: Setting The Type Of Notification
Extension and Group Configuration 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. For the Phone and Pager options, first specify the trunk or route access code using the drop-down list next to the Extension radio button.
Page 284: Setting Notification Timing
Configuring Calling Restrictions 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 285: Setting Call Restriction Options
Extension and Group Configuration To work with extension call restrictions, select the extension number you want to work with from the list in the Extension Configuration General window, then click the Restriction tab to open the Restriction window. Figure 15. Restriction window, Extension Configuration Note: You can use Apply to to apply call restriction settings to one, some, or all extensions.
Page 286: Setting Other Call Restrictions
Configuring Calling Restrictions • Allow Internal/Local Calls AND Restrict Other Calls by Allowing Certain Prefixes—internal calls, local calls and prefixes you specify in the Prefixes Allowed boxes. Include all relevant prefix numbers, for example, starting with 1 + prefix. • Allow Internal/Local Calls AND Restrict Other Calls by Disallowing Certain Prefixes—disallows calls to outside numbers with prefixes you specify in the Prefixes Disallowed boxes.
Page 287: Setting Answering Options
Extension and Group Configuration Setting Answering Options Answering options include forwarding, handling busy calls, handling no- answers, group call handling, and other options. Which options are available depends on the type of extension. Groups, virtual and physical extensions each use somewhat different answering options. You can use Apply to…...
Page 288 Setting Answering Options Figure 17. Answering Window (Huntgroup View), Extension Configuration 8-40 AltiWare OE System Installation & Administration Manual...
Page 289: Forwarding All Calls
Extension and Group Configuration Figure 18. Answering Window (Workgroup View), Extension 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 One Hop Limit to Call Forwarding for a Transferred Call There is a one hop limit to call forwarding when the call that is being passed is a transferred call.
Page 290 Setting Answering Options A 10-Hop Limit to Call Forwarding for Direct Calls For direct calls, there is a “10-hop” limit to call forwarding. For example, extension 100 forwards to extension 101, 101 forwards to 102, 102 forwards to 103, and etc. through extension 120. A call to extension 100 will be forwarded to 101, which will forward to 102, which will forward to 103, and etc.
Page 291: Handling Busy Calls
Extension and Group Configuration 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 292: Enabling "Do Not Disturb
Setting Answering Options Enabling “Do Not Disturb” This is not available for group numbers. Select the Do Not Disturb checkbox option to send all calls for the selected extension(s) to the extension’s voice mail. This feature is also accessible by the user at the user’s station by dialing #33.
Page 293: Setting Huntgroup Handling
Extension and Group Configuration Enabling One Number Access This check box option is available to all extension types, but with qualifications: • It is available to physical extensions only when the Forward to Voice Mail option is selected. • It is not available when Forward to Auto Attendant or Forward to Extension is selected.
Page 294: Setting Workgroup Handling
Setting Answering Options have higher priority than other huntgroup calls. Therefore, if an agent belongs to multiple huntgroups, one of which has this option enabled, a call to that huntgroup will be picked up before others, regardless of its Wait Time in the queue. Setting Workgroup Handling For workgroup numbers, the Extension Configuration Answering window lets you set the handling of normal inbound calls, and how to route the...
Page 295 Extension and Group Configuration Note: If an incoming call encounters RNA for every agent in the group AND No Answer Call Handling is set to “Forward to Next Member”, the call will be forwarded according to these settings. If you do not set options here, the call will go to the group’s voice mail after ringing all agents.
Page 296: Configuring One Number Access
Configuring One Number Access 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 297: Enabling One Number Access
Extension and Group Configuration Note: You can use Apply to to apply some ONA settings to one, some, or all extensions of the same type—physical to physical, huntgroup to huntgroup, etc., but only if the extensions are ONA enabled in the Answering window.
Page 298: Specifying Forwarding Numbers
Configuring One Number Access • 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” number such as “5555” so that any caller who knows this password can use ONA to find you, regardless of where they are calling from.
Page 299: Setting Up Monitor Lists
Extension and Group Configuration Setting Up Monitor Lists The Monitoring List window provides for setting up lists of extensions for which call processing events can be monitored by the user of a selected extension. Once this monitoring list is established, the application logging into the extension can receive AltiLink Plus events for the monitored extensions.
Page 300: Configuring A Monitor List
Setting Up Monitor Lists Configuring a Monitor List To set up a monitoring list, select the extension number to receive the monitoring rights from the list in the Extension Configuration General window, then click the Monitor List tab. Figure 20. Monitor List window, Extension Configuration To add members to the list: From the Monitor Available list, select the extensions to add to the extension user’s AltiView Change Monitor window.
Page 301: 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 302: Working With Route Definitions
Working with Route Definitions 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 303 Out Call Routing Configuration Adding Route Definitions To add a route definition: Click Add under the route definition list. The Add an entry dialog box appears: Figure 2. The Add an entry dialog box Type in a name and index number: •...
Page 304: Setting Default Routes
Setting Default Routes • Member and Non Member Trunks Use this to define the trunks and trunk order for the route. Member Trunks—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.
Page 305: About Call Routing And 911 Calls
Out Call Routing Configuration Click the Default Routes tab in the Out Call Routing Configuration window to display the Default Routes window. Figure 3. Default Routes window, Out Call Routing Configuration For each of the four types of calls, you can use the drop-down lists to select up to six route definitions.
Page 306: 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 “About Restricting Outgoing Calls” on page 9-1, there are three AltiWare functions to restrict outcalls, of which the Call Restriction setup of System Configuration takes precedence.
Page 307 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. Note: 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 308 Setting Dialing Pattern Routing Example: 10-Digit Dialing A sample use of dialing patterns is enabling 10-digit dialing, which some geographical areas require. Normally, AltiServ prepends a “1” to 10-digit numbers when users use single-click calling features such as zoomerang or calling from a Contacts list in AltiView or a TAPI-enabled application.
Page 309 Out Call Routing Configuration In the Dialing Pattern page of Out Call Routing Configuration, add dialing pattern definition entries for the following prefixes: • prefix = 0, length = 11 • prefix = 00, length = 14 • prefixes = 1-9, each length = 7 In the Route Priority field, use the drop-down list to select the En- Bloc route definition (assigned in Step 2).
Page 310 Setting Dialing Pattern Routing The Dialing Pattern page should look as follows: With this configuration, the system will see that all digits have been collected and will send digits to the CO, instead of waiting 7 seconds for the dialing to finish. 9-10 AltiWare OE System Installation &...
Page 311: Auto Attendant Configuration
Auto Attendant Configuration Auto Attendants perform simple call processing tasks such as transferring calls to extensions to the AltiGen Voice Mail System or the operator, or giving information and secondary options. It can also provide general information that is frequently asked, such as company address. Auto Attendants allow multiple incoming calls to be answered simultaneously.
Page 312 1. Before you configure tasks for one or more Auto Attendants, you should plan the entire setup. Decide how many options you will provide at each menu and how many menu levels you will use. Based on the action choices in each menu, write down the appropriate prompts or phrases that are to be played at each menu level.
Page 313: 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 Collect Installation Call Extension Extension (Huntgroup Extensions 350) Collect Extension...
Page 314: 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 in “Editing Auto Attendants” on page 10- 5. You don’t need to add a new Auto Attendant if you’re going to use 16 or fewer.
Page 315: Editing Auto Attendants
Auto Attendant Configuration Select an ID in the drop-down list and type in a descriptive Name for Auto Attendant, then click OK. • Edit—opens the Auto Attendant window, where you can edit the Auto Attendant as described in “Editing Auto Attendants” on page 10-5. •...
Page 316 Editing Auto Attendants Figure 2. Auto Attendant window Tip: You can use the Hide ‘No Action’ Items check box to hide items that are set to ‘no action.’ This will give you a cleaner view of your various action items. 10-6 AltiWare OE System Installation &...
Page 317: Configuring Menu Items
Auto Attendant Configuration 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 318 Prompts are numbered in the range of 0–300. The default prompt is 1, a generic greeting. See “Using Pre-Recorded Prompts” on page 10-11 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 319: Collecting Digits
VM - Mailbox Access Routes the call to the AltiGen Voice Mail System voice mailbox after successful login. This is nor- mally assigned to the # digit.
Page 320 Editing Auto Attendants To use the Collect Digits action: Selecting the Collect Digit action, first set the following additional parameters: Figure 3. Collect digits • Text Tag—a name for this set of options. • Min. Length—the minimum length of digits to be collected. •...
Page 321: Making Auto Attendant Assignments
Auto Attendant Configuration Making Auto Attendant Assignments Once the Auto Attendants are set up, you can use them in various in-call routing situations—trunk configuration, answering for extensions or groups, and so forth. For example, for trunk /Auto Attendant assignments, see “Incoming Call Routing”...
Page 322: Recording Custom Phrases
To record a custom phrase: Log in from any telephone on the system with the system manager’s extension and password. This brings you to the AltiGen Voice Mail System Main Menu. Press 6 for the Phrase Management option. Press 2 to record a phrase.
Page 323: 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 group setup.
Page 324 Phrase Management 10-14 AltiWare OE System Installation & Administration Manual...
Page 325: Additional Setup
H A P T E R Additional Setup This section describes additional system features that must be configured through the Management menu or through AltiWare Tools. Audio Peripheral Configuration The Audio Peripheral Configuration window (see Figure 1) is used to set •...
Page 326: Configuring Music On Hold And Recorded Announcements
32K AltiGen ADPCM format. • The default music on hold file can be replaced with AltiGen’s ADPCM format. To convert a .wav file to AltiGen ADPCM format, run wav2alt.exe (available at AltiGen’s web site). Once the .wav file is converted, rename the file to “MusicOnWaiting”...
Page 327: Setting Greeting And Update Prompts
Additional Setup Announcement check box and use the drop-down list to select the 30- Port IP board. Restart AltiGen Switching Service. Setting Greeting and Update Prompts To play a prompt before placing the caller into a hold queue: Select the Play Prompt Before… checkbox.
Page 328: Mvip Clock Configuration
MVIP Clock Configuration MVIP Clock Configuration Figure 2. MVIP Configuration Dialog Box By default, the system is set on “Auto,” which means that the board provides the most stable clock reference (by the system’s own parameters) and is automatically designated as the master clock by which all other boards set their clock to.
Page 329: Feature Tips
Additional Setup Feature Tips Each time a user logs into the AltiGen Voice Mail System, the user will hear a Feature Tip, helpful tips and reminders of the most useful features for optimal use of AltiServ. There are a total of eleven tips and a different tip is played each time the AltiGen Voice Mail System is accessed.
Page 330 Feature Tips 11-6 AltiWare OE System Installation & Administration Manual...
Page 331: System Data Management
H A P T E R System Data Management 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; it is not available from a remote AltiAdmin client.
Page 332: Backing Up Files
Backing up Files Backing up Files To backup files immediately: Open the System Data Management window as described in the preceding section, then select the Backup icon to view the Backup Configuration dialog box. Figure 2. Backup Configuration dialog box In the Components box, select the files you want to back up.
Page 333: Scheduling Backups
System Data Management 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 above, then select the Schedule icon to view the Backup Schedules dialog box.
Page 334: Restoring Backed Up Files
Restoring Backed up Files Restoring Backed up Files To restore the backed up files: Open the System Data Management window as described in “Using Backup and Restore” on page 12-1, then select the Restore icon to view the Restore Configuration dialog box. Figure 4.
Page 335: System Report Management
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 336: System Log
System Log 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. System Log The System Log window displays information on system operating status.
Page 337: Ip Cumulative Traffic Statistics
System Report Management Use the Log Level dropdown list to view the level of severity for system errors. Level 0 displays the most obvious system errors, Level 5 displays all system errors in specific detail. IP Cumulative Traffic Statistics To view a report of all cumulative IP traffic, click AltiWare IP Traffic Statistics from the Reports menu.
Page 338: Resetting Cumulative Statistics
IP Cumulative Traffic Statistics Parameter Description Packets Lost Displays the number of voice packets that have been lost due to prolonged delays, network congestion, or routing failure. Average Jitter displays the average length of delay per voice packet in milliseconds. This figure should stay under 100 milliseconds.
Page 339: Data And Internet Integration
H A P T E R Data and Internet Integration This section describes how to integrate AltiServ with the Internet and data communications. It will cover the following areas: • Email • Mail forwarding • Exchange integration • AltiReach Setup Network Protocol and Addressing The AltiServ system integrates telephony functions with the LAN and Internet to provide a state-of-the art communication facility with local and...
Page 340: Network Address
Network Protocol and Addressing 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 341: Local Address
Data and Internet Integration 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 342: Setting Up Email Service
Setting Up Email Service 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 343 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 344 Configure the following: • Host Name—enter the name of the server (for example: melody) • Domain—enter the domain name (for example: altigen.com) • DNS Service Search Order—enter the IP address of either your own or your ISP’s Domain Name Server.
Page 345 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. Your AltiServ’s IP address (e.g., 200.133.204.2).
Page 346 Setting Up Email Service window. Be sure that Enable SMTP/POP3 Service (in the E-Mail Messaging Options field group) is deselected. Open the Windows Internet Information Services window by right- clicking the My Computer icon and choosing Manage from the popup. Expand Services and Applications in the tree to view Internet Information Services.
Page 347: Setting Up Lan And Internet Email On The Client
Data and Internet Integration • Select Allow Inbound Internet Mail 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 348: Setting Up An Exchange Server
Setting up an Exchange Server • Enter the Outgoing Mail (SMTP) Server address. Figure 4. Netscape Mail Server Setup Set up helper applications and general preferences for the email client application (i.e., associates the .WAV files with sound recorder application). Setting up an Exchange Server This section provides you with step-by-step instructions to configure the Exchange Integration feature in AltiWare OE, for the Microsoft NT 4.0...
Page 349: Prerequisites
Select About from the Help menu of AltiWare Administrator. The version displayed should be AltiWare OE 4.6. If you have an older version, contact AltiGen Technical Support to find out how to upgrade to the latest version of AltiWare. To check the domain:...
Page 350 Figure 5. 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 6. Service Startup options dialog box...
Page 351: Exchange Server Prerequisites
If this is not the case, you need to re-install AltiWare while logged in as a domain administrator with local administrator privileges. • Repeat the previous step, but this time, check the Log On As account for AltiGen Exchange Integration Service COM Server. Exchange Server Prerequisites •...
Page 352 Setting up an Exchange Server To check that all Exchange Server Services Have Started: Open the Control Panel and click the Services icon to view the Services window. Figure 7. Exchange Server Services Window Check the status of the following services to see if they are started: •...
Page 353: Exchange Server Configuration
Open the Exchange Administrator on the Exchange Server and do the following: Select New Mailbox from the File menu. Input a mailbox name, for example, first name AltiGen, last name Assist, display name AltiGen Assist and alias name AltiGenA. Click Primary Windows NT Account and in the dialog box, select <Domain>\AltiGen_<AltiservSystemName>...
Page 354: Microsoft Exchange Administrator Configuration
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 355: Installing Outlook 2000 Client On The Altiserv System
Data and Internet Integration Figure 10. Properties window, Exchange Object Add <Domain>\AltiGen_<AltiServSystemName> (e.g. AltiGen_telesystem) account to the account list. Change the accounts role to Service Account Admin from the Roles combo box (see Figure 10). Repeat the above two steps for the Domain and Configuration containers.
Page 356 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 357 Data and Internet Integration To check the Outlook 2000 mode: Start Outlook 2000. Select Tools from the menu options. Figure 12. Outlook Tools menu If there is a menu item Service, it means Outlook 2000 is in the mode of Corporate or Workgroup. You can move on to the next set of steps.
Page 358 Setting up an Exchange Server Click Reconfigure Mail Support… to open the E-mail Service Options dialog box. Figure 14. Email Service Options Select Corporate or Workgroup and click Next. When a dialog box pops up, click Yes. To configure an Outlook 2000 profile: Start Outlook 2000.
Page 359 Restart Outlook 2000 at least once. Test the configuration by sending an email, then check if you receive it. When the reboot is complete, log on using the AltiGen service account. Open Outlook, and from the Tools menu, select Services.
Page 360: Enabling The Exchange Server
Setting up an Exchange Server This completes setting up AltiServ and Exchange server systems properly, and you are ready to enable the Exchange Integration feature. Please remember you MUST have completed the previous steps before moving ahead. Enabling the Exchange Server Delete obsolete files from \altiserv\exe directory.
Page 361 Data and Internet Integration Figure 17. General window, Extension Configuration Make sure that the E-mail Name field contains alphanumeric characters only and does not contain other characters such as spaces ( ) or periods ( . ). In Exchange Administrator, ensure that for each mailbox in Microsoft Exchange Server to be synchronized, the First Name and Last Name are exactly as they appear in their corresponding extensions in AltiAdmin.
Page 362 Setting up an Exchange Server Important:The Middle Initial field should be empty for Exchange Server mail accounts in order for Exchange Integration to work properly. Figure 18. Mail account configuration in Exchange Administrator Use these preceding steps to double check the synchronization of all mailbox names used jointly by AltiServ and Exchange Server.
Page 363: Testing The Exchange Server Setup
Data and Internet Integration 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 19. Messaging window, System Configuration Enter the name of the Exchange Server (e.g.
Page 364: Troubleshooting Tips
If any of these tests fail, refer to the “Troubleshooting Tips” section. Troubleshooting Tips To 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 such as AltiExch<ServerName><FirstName><LastName>...
Page 365: Notes
Depending on the number of voice mails you have on the AltiGen server, the initial mailbox synchronization may take a long time. For example, if you have 10GB voice mails on the AltiGen server and are enabling Exchange Integration for all the mailboxes, it may take up to 24 hours to initialize the Exchange Integration service.
Page 366: Prerequisites
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 367 Full Computer Name and Domain. Note the value in the Domain field. Repeat the same steps on the Exchange server system and make sure the domain names are the same. To verify AltiGen Services: Select Start Programs Administrative Tools Services.
Page 368: Exchange Server Prerequisites
Setting up an Exchange Server Double-click AltiGen Switching Service COM Server to launch its Properties dialog. Figure 21. Service Properties dialog box In the Log On tab, set <DomainName>\AltiGen_<ServerName> as the account. In this example, it is GOLDMINE\AltiGen_ALTIWARE4_1. If this account is not available, you must reinstall AltiWare while logged in as a domain administrator with local administrator privileges.
Page 369 Data and Internet Integration To check the Windows 2000 Server version: Click the Start button, select Run, and type winver in the Run dialog box. It should say: Windows 2000 Server Version 5 (Build 2195: Service Pack 1) Service Pack 1 is the minimum required. To check the Exchange Server version: Click About in the Exchange Administrator.
Page 370 Setting up an Exchange Server To check that all Exchange Server Services Have Started: Open the Control Panel and click the Services icon to view the Services window. Figure 22. Exchange Server Services Window Check the status of the following services to see if they are started: •...
Page 371: Microsoft Exchange Administrator Configuration
Data and Internet Integration Microsoft Exchange Administrator Configuration From the Windows Start menu, launch Programs Microsoft Exchange System Manager to open the Exchange System Manager window. In the Exchange System Manager window, expand the Servers to locate the Exchange 2000 server. Right-click its name to pop up a menu;...
Page 372 Setting up an Exchange Server Figure 24. Assigning permissions to the AltiWare server Checking the AltiGen Service Account Check to see that the AltiGen Service account has been added properly. From the Windows Start button, launch Programs Microsoft Exchange Active Directory User and Computers.
Page 373: Installing Outlook 2000 Client On The Altiserv System
Data and Internet Integration Installing Outlook 2000 Client on the AltiServ System (Same as settings for Exchange Server for Windows NT 4.0 Integration, follow steps under “Installing Outlook 2000 Client on the AltiServ System” on page 14-17.) Enabling the Exchange Server (Same as settings for Exchange Server for Windows NT 4.0 Integration;...
Page 374 Exchange on Windows 2000 1. Run Program> Exchange> System Manager>Server 2. Right-click on the name of Exchange Server to integrate. 3. Go to Properties > Security > Add > name of AltiGen Server linked up. 14-36 AltiWare OE System Installation & Administration Manual...
Page 375: About Altireach Configuration
Data and Internet Integration In AltiWare, enable the “Exchange Message Synchronization” check box in the Mailbox Setting of the user in Extension Configuration. Then, enable the “Synchronize With Exchange Server” checkbox and add the name of the Exchange server in the Messaging window of System Configuration. To troubleshoot this integration, you may 1) run an Exchange Server Trace or 2) login to AltiWare as Domain Administrator.
Page 376: Using Altireach
About AltiReach Configuration To troubleshoot or double-check the server configuration: • Internet Services Manager (IIS) 2.0 and 3.0: In the Microsoft Internet Services Manager WWW (Running) settings, the Home directory is set to c:\altiserv\webmgmnt (where c:\ is the local drive on which AltiWare is installed).
Page 377: Using Tapi
If your office has an off-the-shelf application for calling contacts without manually dialing the telephone's keypad that supports the Telephony Application Programming Interface (TAPI), you can install AltiGen’s TAPI gateway to use this functionality through your AltiServ installation. An example of such an application would be Microsoft Outlook.
Page 378: Installing Tapi Services
Installing TAPI Services • A TAPI application (Phone Dialer, Outlook, etc.) Installing TAPI Services Note: Install the TAPI services (TAPI Proxy Server and TAPI Service Provider) after physically configuring your AltiServ system. The TAPI Service Provider will automatically load the AltiServ configuration.
Page 379: Changing Tapi Configuration Parameters
Choose AltiGen (TM) Communications Service Provider and click Configure. In the AltiGen TAPI Device Detect dialog box, click Configure. In the AltiGen TAPI Configuration dialog box, click Extension. Enter the extension number and password of the entry you want to change and click Remove.
Page 380 Changing TAPI Configuration Parameters 15-4 AltiWare OE System Installation & Administration Manual...
Page 381: Setting Up Ip Extensions
Intercom (#93) is supported on the Triton Analog extension with AltiTouch+ phones. Intercom is supported on IP extensions as well, provided AltiGen IP Phones are used. An extension user can use the feature code #93 to intercom an IP extension associated with an AltiGen IP Phone.
Page 382: System Requirements
Speaker is turned on, and the voice path is connected. If the IP phone is busy, the caller will follow the call busy handling of the AltIGen IP Phones’ configuration.
Page 383: Altiadmin
Setting Up IP Extensions AltiAdmin Ensure that the VoIP settings are configured properly and work. For details on configuring the Triton VoIP board and the IP trunks, refer to “Configuring the Triton VoIP Board” on page 6-7 and “Setting General Trunk Attributes” on page 7-3. Ensure that you can make calls over IP by creating an entry (at least an entry with the IP address of the AltiServ system) in the IP dialing table and then dialing <IP Trunk access code>...
Page 384: Clients
Location column of the Extension View every time the extension user enables an IP extension. Clients Currently, AltiGen certifies the following IP phone/adapter devices: • AltiGen IP Phone • Quicknet—PhoneJack™ PCI adapter and PhoneCard™ PCMCIA adapter with Internet SwitchBoard™ software •...
Page 385 Setting Up IP Extensions • A headset connected to the sound card (Plantronics LS1 recommended, available from retail outlets or from the Plantronics website at http://www.plantronics.com/computer/ls1.html). A microphone and speakers should not be used, since the speaker's output would be fed back to the microphone and cause severe echoes. •...
Page 386 Configuration 16-6 AltiWare OE System Installation & Administration Manual...
Page 387: Alti-Ip 600 Phone Configuration
AltiWare OE supports the Alti-IP 600, AltiGen’s H.323-compliant, business telephone that provides voice communication over an IP network. To configure the Alti-IP 600 phone, select AltiGen IP Phone Configuration from the Management menu. This opens the AltiGen IP Phone Configuration window where, after...
Page 388 Note: Upon initial installation, the lower left soft key is set up as FLASH by default. This key can be re-assigned in AltiAdmin, using the AltiGen IP Phone Configuration window. No other soft keys can be configured to FLASH. All other soft keys are initially defaulted to Phone Setting.
Page 389 Alti-IP 600 Phone Configuration Parameter Description General Allows you to specify the IP address of the AltiServ system the Alti-IP 600 phone is connected to. The version of software associated with AltiServ is automatically displayed in the Version field. To allow the extension user to have password-protected configuration functionality from the phone itself, check the Enable Config Password checkbox and assign a numerical password.
Page 390 Apply To Button The Apply To button works with the following parameters: General, H.323, TFTP (Server field only; Reset IP Phone and Boot Download options cannot be applied to multiple extensions), and Debug. IP Extension Log In/Log Out The feature codes #26 (Extension Log Out) and #27 (Extension Log In) are available on the Alti-IP 600.
Page 391: Altiweb
AltiWeb H A P T E R AltiWeb AltiWare OE integrates VoIP, Auto Attendant, and Microsoft Internet Information Services (IIS) to provide the AltiWeb feature, which allows internet users to talk to an extension via VoIP and share web pages. System Requirements •...
Page 392: Installing Altiweb
Installing AltiWeb Make sure AltiWare OE Release 4.6 has been installed on the AltiServ system and the link to TCP/IP is enabled before continuing with CDR Search setup. Log in to the client machine using a domain account and make sure it is connected to the network on which AltiServ is running.
Page 393: Altiweb Directory Structure
AltiWeb Verify the physical location of the AltiWeb directory by right-clicking the Default Web Site, and selecting Properties. On the Home Directory tab of the Properties dialog, the Local Path field shows AltiWeb’s physical location on the drive (in this case C:\Inetpub\wwwroot\altiweb).
Page 394: Applet Subdirectory Files
AltiWeb Directory Structure Applet Subdirectory Files The Applet subdirectory contains sample pages you can use to set up Web Call, as well as files necessary for proper AltiWeb functioning. • Contact.htm—Customer Information page for use with Auto Attendant • contactaltigen.htm—Customer Information page for use without Auto Attendant •...
Page 395: Tagging Pages For Url History
AltiWeb Collecting Form Data, IVR Data, and URL History You can configure AltiWeb to display Form Data, IVR Data, and URL History when a web call is answered by an extension with the AltiAgent application. The IVR data comes from the Auto Attendant/Collect The Form Data come from the <form...
Page 396 Tagging Pages for URL History Scenario 1—Caller Data from Web Page The following scenario, based on contactaltigen.htm, exemplifies the simplest implementation of AltiWeb. A web caller browses the company web site and has a question regarding some product information. The web caller clicks the "contact us" link on the web page. The Customer Information page (contactaltigen.htm) opens.
Page 397 AltiWeb window to display a DialPad the caller can use to dial any extension. For details, refer to “Customizing Contactaltigen.htm” on page 18-9. Once NetMeeting successfully connects to an AltiGen VoIP port, the web caller is routed to the proper extension. AltiWare OE System Installation & Administration Manual...
Page 398 Tagging Pages for URL History If the call goes to an AltiAgent user, the Caller Data window shows the Form Data and URL history. Figure 7. Caller Data window in AltiAgent From this point, in addition to voice communication, the agent can push and share web pages with the caller.
Page 399 AltiWeb Customizing Contactaltigen.htm You can use the Contactaltigen.htm page to collect caller information, and automatically direct the call to a specific extension. This collected information is then displayed on the agent’s screen. To alter form data: Using Notepad or another html editor, modify Contactaltigen.htm source code as follows: Change the ServerIP.
Page 400 Tagging Pages for URL History Scenario 2—Caller Data from Auto Attendant The following scenario, based on contact.htm, exemplifies a customized implementation of AltiWeb. A web caller browses the company web site and has a question regarding some product information. The web caller clicks the "contact us" link on the web page. The Customer Information page (contact.htm) opens.
Page 401 Note: If NetMeeting is not installed on the caller’s computer (or it’s not configured correctly), an error message displays. Once NetMeeting successfully connects to an AltiGen VoIP port, the web caller sees the Customer Support page, and hears a prompt requesting the selection of Sales or Tech support.
Page 402 Tagging Pages for URL History The caller selects Sales, and the Customer ID window (customerid.htm) appears. Figure 10. Customer ID window Once the caller enters the customer ID and clicks Submit, the Product ID window (productid.htm) appears. Figure 11. Product ID window After the caller enters the product ID and clicks Submit, the web caller is routed to the proper extension.
Page 403 AltiWeb If the call goes to an AltiAgent user, the Caller Data window shows Form data, IVR data, and URL history. Figure 12. Caller Data window in AltiAgent From this point, in addition to voice communication, the agent and caller can share web pages. For procedures, refer to the section on “Viewing, Sharing, or Pushing Data”...
Page 404 Tagging Pages for URL History Customizing Contact.htm You can use the Contact.htm page to collect caller information, and then automatically direct the call to a specific extension. This caller information is then displayed on the agent’s screen. To alter form data: Using Notepad or another html editor, modify Contact.htm source code as follows: Change the ServerIP.
Page 405 AltiWeb <font face=Verdana> <input type="text" name="CustomerName" maxlength=40 size=20 tabindex=1>   </font></td> </tr> AltiWare OE System Installation & Administration Manual 18-15...
Page 406 Tagging Pages for URL History Configuring Auto Attendant for Scenario 2 Scenario 2 demonstrates how to use Auto Attendant in conjunction with AltiWeb. For example, when the web caller clicks the Submit button (1), Web Call connects and the Customer Support page appears. When the customer clicks Sales (2), the Customer ID (3) and Product ID (4) pages follow before the caller is put through.
Page 407: Configuring Auto Attendant
AltiWeb Configuring Auto Attendant Note: For detailed instructions, refer to Chapter 10, Auto Attendant Configuration. Run Auto Attendant. Select 0-expand tree. Figure 14. "0 - expand tree" window Make the following entries, then click Apply. • Type an Item Name, if desired. •...
Page 408 Tagging Pages for URL History Select 1-get digits. Figure 15. "1-get digits" window Make the following entries, and click Apply. • Type an Item Name, if desired. • Check Push URL, and type the path of the page you want to display (e.g., sales_cid.htm).
Page 409 AltiWeb Select &-get digits. Figure 16. "& - get digits" window Make the following entries, then click Apply. • Type an Item Name, if desired. • Check Push URL, and type the path of the page you want to display (e.g., sales_pid.htm).
Page 410: Troubleshooting
Troubleshooting Select &-to extension. Figure 17. "& - to extension" window Make the following entries, then click OK. • Type an Item Name, if desired. • Select Call - To Ext/Workgroup from the Actions dropdown. • Select the Extension. Troubleshooting If a web caller cannot connect and an error message displays, the cause may be one of the following: Error Message...
Page 411: Altiweb Security
AltiWeb Security AltiWeb (and AltiReach) uses Microsoft IIS as a web server, which poses web server security issues common to all Microsoft users. AltiGen recommends the following basics steps to protecting AltiWare from antiviruses and worms: •...
Page 412: Enable Real-Time Scan
AltiWeb Security To receive updates from the Symantec LiveUpdate web site Click on File menu and choose schedule updates Check enable scheduled automatic updates and click Schedule button Set it for Daily at 8:00 PM To receive updates on the fly, Click on File menu and choose LiveUpdate and get the latest virus definition.
Page 413: Schedule Daily Full Scan On All Drives
AltiWeb Check Exclude selected files and folders and click Exclusions button Enable Check file for exclusion before scanning and click Files/ Folders button Find and check Altiserv and Postoffice folders and click OK Schedule Daily Full Scan on all drives Choose Edit menu and New Scheduled Scan Edit the job name, ex, Daily Full Scan.
Page 414 AltiWeb Security 18-24 AltiWare OE System Installation & Administration Manual...
Page 415: Tools
Configuration Reader is a tool that creates a subdirectory in \altiserv\EXE\AltiWareHtml\ of html files showing details of your AltiWare configuration. Another file, altigen_ rc.dat, summarizes all this information and can be sent to your dealer or to AltiGen Tech Support if you have problems. To use Configuration Reader: Launch Configuration Reader from AltiWare>AltiWare Tools on the...
Page 416 Extension Checker Generally, an extension is considered secure if its password meets the following conditions: • contains 4-8 digits • different from extension • different from default system password • does not consist of consecutive numbers • does not consist of a repetition of the same digit Security characteristics of each extension are detailed in the application window itself.
Page 417 Tools Status Description Secure Pwd + Internal Has secure password and cannot make outbound Only trunk calls Unsecure Pwd Password has unsecure elements described in Unsecure Elements window Outbound-capable Can make outbound trunk calls Unsecure Pwd + Password has unsecure elements described in Outbound Unsecure Elements window AND can make outbound trunk calls...
Page 418: Mvip Test Tool
The MVIP Test Tool is a tool that detects one-way connection, cross talk, bad MVIP cable and static noise problems. To run MVIP Test Tool: Stop AltiGen Switching Services before running this utility. Launch MVIP Test Tool from AltiWare>AltiWare Tools on the Windows Start button.
Page 419 Tools Search a particular DB folder by clicking the mouse cursor on the folder, then right-click to open a Search window to perform the search on the DB folder. For CDR DB searches, the Search window allows the following search parameters: AltiWare OE System Installation &...
Page 420 AltiDBReader • From - sets the desired start date to begin the search • To - sets the desired end date to end the search • Type - specifies the call type to search: All Calls, Answered Calls & Messages, Answered Calls, Messages, Unanswered Calls, Messages, Unanswered Calls, All Trunks Busy, Agent Login/out •...
Page 421 Tools For Workgroup DB searches, the Search window allows the following search parameters: • From - sets the desired start date to begin the search • To - sets the desired end date to end the search • Interval - specifies the search interval; select 15 minutes, 1 hour, or 1 day.
Page 422 AltiDBReader To delete a DB folder, right-click on any DB folder (except “Current”) and select Delete DB. To Show/Export/Print Search Results Data: • To print the search results data, select the desired DB folder and click the Print button. • To show Advanced Call Info or Call Info, right click on any data field and scroll to the desired option.
Page 423: Dina Manager
Tools DINA Manager DINA Manager is GUI-based tool designed to help a customer configure several distributed AltiWare systems synchronously to work as just one AltiWare system. The tool can be run on any server, local or remote to an AltiWare system, which has a connection for access to all the servers that are desired to be managed.
Page 424 DINA Manager 19-10 AltiWare OE System Installation & Administration Manual...
Page 425: Basic Call Router & Call Router Advanced
Run Call Router, select the Basic Call Router and click Next. Setup will confirm the destination for the Call Router application (default is C:\Program Files\AltiGen\Call Router). Click Next to proceed. To select a different location, use the Browse button to choose the new destination.
Page 426 Basic Call Router To Configure/Run Basic Call Router: Launch Call Router from Start>Programs. Select Operation>Preference. In the Preference window, enter the Server Name and Default Virtual Extension that Call Router will connect to, then click OK. Click Start to run Basic Call Router. Then, enter the default virtual extension password.
Page 427 Basic Call Router & Call Router Advanced Basic Call Router Customer Records To create customer records that will be used to route calls, select Operation>Customer Record to open the Custom Record List window. This window also allows you to view existing customer records, and modify/delete customer records.
Page 428 Basic Call Router Creating Customer Records To create a customer record: 1. Select Customer Record from the Operation menu. (If Customer Record field is grayed out, stop Call Router.) 2. Click the Add button to open a new customer record or Modify to modify an existing record in the Record List window.
Page 429 Basic Call Router & Call Router Advanced 4. Select a Target action for Call Router to perform when Call Router Request data matches this record. Target action options: Goto Top Level, Goto Menu Item, Repeat Current Level, Call to Extension/Workgroup, Call to Operator, Dial by Name, Collect Extension, Directory Service, Record Message (specify target data in accompanying text box), Mailbox Access, Disconnect, System Callback, Collect Digits (specify fields in accompanying...
Page 430 Basic Call Router • User Data (gathered from a response to an Auto Attendant prompt or another AltiLink Plus application) • Push URL (AltiWeb only) • the number of prompt to play to the callee 6. Enter a name for this record. 7.
Page 431 Basic Call Router & Call Router Advanced Call Route Request Data The “Call Router Request” message sent by AltiServ to Call Router contains data about the incoming call, which Call Router attempts to match against your routing rules. Call Route Request data consists of Caller ID, (Caller) Entered Digits, IVR data, Form data and DNIS, all collected via real-time monitoring.
Page 432 Basic Call Router Note: If no match is found between the Call Route Request Data and the routing rules, the call is routed according to the business rules that check monitored workgroups for the longest available agent, maximum service level, and minimum expected delay. Clearing Basic Call Router History Data To clear data from the Call Router History window: 1.
Page 433: Call Router Advanced
Basic Call Router & Call Router Advanced Delay. • Add button - Click Add to log on to a workgroup whose incoming trunk call data you want to monitor. This opens a Log on Work Group dialog box. Enter the workgroup extension as the WorkGroup ID and Password, and enter the virtual extension’s password.
Page 434 20 digit license key for Call Router Advanced in the field and click Next. Setup will confirm the destination for the Call Router application (default is C:\Program Files\AltiGen\Call Router). Click Next to proceed. To select a different location, use the Browse button to choose the new destination.
Page 435 Basic Call Router & Call Router Advanced Select Operation>Logon Info. In the Logon Info window, enter the Server Name and Default Virtual Extension and Password, that Call Router Advanced will connect to, then click OK. (Optional) Check Auto Start Service to have Call Router start routing calls automatically, after the system restarts or after Call Router service has been stopped and restarted.
Page 436 Call Router Advanced Call Router Advanced Route Rules To create route rules that will be used to route calls, select Operation>Route Rule to open the Route Rule List window. This window also allows you to view existing route rules, and modify/delete route rules.
Page 437 Basic Call Router & Call Router Advanced Default Routing Action options: No Action, Goto Top Level, Goto Menu Item, Repeat Current Level, Call to Extension/Workgroup, Call to Operator, Dial by Name, Collect Extension, Directory Service, Record Message (specify target data in accompanying text box), Mailbox Access, Disconnect, System Callback, Collect Digits (specify fields in accompanying Collect Digit dialog box), Other DDR Application (specify target data in accompanying text box),...
Page 438 Call Router Advanced 3. Enter or modify the Rule Name in this field. 4. Select the data to match against routing rules. • If Callee Info contains - lets you select Call Route Request data to match against the customer record. a) Select “Match one”...
Page 439 Basic Call Router & Call Router Advanced For example, if you specify Call ID Data “510252*,” this will match all Caller IDs 510-252-xxxx. If you specify Call ID Data “510252????,” this will match all Caller IDs 510 252-xxxx. To specify data from an existing database, right-click the item, select From user database, and enter information in the DataSource dialog box.
Page 440 Call Router Advanced • Tag name - for example, “password” (gathered from a response to an Auto Attendant prompt or another AltiLink Plus application) • Minimum Digits and Maximum Digits to collect • PSTN and Web Timeout values • IVR Data - for example, “username=Michael” (gathered from a response to an Auto Attendant prompt or another AltiLink Plus application) Note: Play WG Queue Status - if you select “Play WG Queue...
Page 441 Basic Call Router & Call Router Advanced • DNIS Call Route Request Data The “Call Router Request” message sent by AltiServ to Call Router contains data about the incoming call, which Call Router attempts to match against your routing rules. Call Route Request data consists of Caller ID, (Caller) Entered Digits, IVR data and DNIS, all collected via real-time monitoring.
Page 442 Call Router Advanced Note: If no match is found between the Call Route Request Data and the routing rules, the call is routed according to the business rules that check monitored workgroups for the longest available agent, maximum service level, and minimum expected delay. Show Workgroup Status To view real-time data on incoming trunks to workgroup, select Show Workgroup Status from the View menu.
Page 443 Basic Call Router & Call Router Advanced Enter the workgroup extension as the WorkGroup ID and password, and enter the virtual extension’s password. In the field for Default Wait Time in Queue, type in the desired minutes. (By default, the Extension ID field is grayed out.) •...
Page 444 Clearing Call Router Advanced History Data To clear data from the Call Router History window: 1. Go to the directory “Program Files/AltiGen/Call Router” where Call Router.exe resides, locate the Call Router.csv file. 2. Open Call Router.csv and delete all contents.
Page 445: Additional Call Router Advanced Features
Basic Call Router & Call Router Advanced Additional Call Router Advanced Features Building SQL Queries To build an SQL query that Call Router will send to your database, use the CallerId Datasource dialog box. The customer information retrieved from your database will be used in the routing rule. To open the Datasource dialog box, right-click on a data Item you want to specify using information from an existing database.
Page 446 Call Router Advanced Matched Field Name - CustomerPhoneNumber Matched Field Data Type - char Note: as you build the query, the SQL query sentence will appear in the window at the bottom. 3. Specify the condition for this query. a. Select the Caller Match Item data for this query - Caller ID, CallerEnteredDigits, Dnis, Item name or IVR data.
Page 447 Basic Call Router & Call Router Advanced You use virtual extension 700 to log in to Call Router. You have two workgroups, Sales and Support, with the following agent and workgroup extensions: Sales Support Workgroup extension number Call Router virtual extension number 700 For both workgroups, you want Call Router to check incoming calls for Caller ID and Caller Entered Digits, and to play the WG queue status if a match is found and all agents are busy.
Page 448 Call Router Advanced For Sales, you create a rule as shown below. 20-24 AltiWare OE System Installation & Administration Manual...
Page 449 Basic Call Router & Call Router Advanced Similarly, for Support, you create a rule as shown below. AltiWare OE System Installation & Administration Manual 20-25...
Page 450 Call Router Advanced In the Monitor window, click Add to log on to Sales, entering both the workgroup extension & password and the virtual extension & password you specified in the “Auto Attendant Sales Queue Announcement” rule: 20-26 AltiWare OE System Installation & Administration Manual...
Page 451: Testing Call Router
Basic Call Router & Call Router Advanced In the Monitor window, click Add to log on to Support, entering both the workgroup extension & password and the virtual extension & password you specified in the “Auto Attendant Sales Queue Announcement” rule: The Monitor window shows that Call Router is logged on to both workgroups.
Page 452 Testing Call Router To test Call Router: With Call Router function stopped, go to Test in the Tool drop-down list of the Call Router main menu for the Test dialog box. In the Configuration fields, the user can input the following test parameters: •...
Page 453 Basic Call Router & Call Router Advanced The total calls processed and average time per call will be updated in real-time during the test. The user will know how many calls were processed and the average response time per call at that time. After the test has finished, the title of the Test dialog box will be shown as “Test(Stopped).”...
Page 454: Testing Sql Server Database
Testing Call Router The Total calls that Call Router processed and Average response time per call of this test will be shown in the Result fields. Testing SQL Server Database To test SQL server database access performance of Call Router: Add a database for the SQL server.
Page 455 Basic Call Router & Call Router Advanced Add a data source to “ODBC” configuration in Windows. The “TestSQL” is the newly added data source. This data source is connect to the SQL server’s “calldb” database. AltiWare OE System Installation & Administration Manual 20-31...
Page 456 Testing Call Router In Call Router, add a rule to access database. The user can change the rule configuration to fit his own conditions. During the test, Call Router will use this rule to match the DDR request. When using this rule, Call Router will access the SQL server to execute the SQL query.
Page 457: 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 tables describe CDR and RTM database elements, while the remainder of the section describes the SMDR format.
Page 458: Cdr Data Schema
CDR Data Schema Table 1: CDR Call Format Database Definition Type Specification Element NodeID Server ID (System ID) assigned ULONG value: 1–100 to an AltiServ system in AltiAdmin SessionID Session ID: a unique number, ULONG usually 9 digits or larger, assigned by AltiWare to a call InternalCall Internal or external call...
Page 459 Call Accounting Report Formats Table 1: CDR Call Format Database Definition Type Specification Element CallerType Type of line for an incoming UBYTE 0=Unknown call 1=Ext analog 2=Ext IP 3=Ext PHS (not used) 4=Ext virtual 5=Ext WG 11=trk analog 12=trk T1 13=trk IP 14=trk PRI 15=trk PHS (not...
Page 460 Table 1: CDR Call Format Database Definition Type Specification Element TargetType Type of line for an outgoing UBYTE 0=None call 1=Ext analog 2=Ext IP 3=Ext PHS (not used) 4=Ext virtual 5=Ext WG 11=trk analog 12=trk T1 13=trk IP 14=trk PRI 15=trk PHS (not used) TargetPad...
Page 461 Call Accounting Report Formats Table 1: CDR Call Format Database Definition Type Specification Element AADuration Duration in seconds an ULONG incoming call is connected to the Auto Attendant; multiple connections to AA in a single session produces multiple records WaitDuration Duration in seconds a call is ULONG ringing and in workgroup...
Page 462 Table 1: CDR Call Format Database Definition Type Specification Element ExitState State when call is terminated ULONG (see boxed inset) Specification [documented (HEX)] - [data output (Decimal)] - [exit state definition] “0x0001” - 1 - Auto Attendant “0x0002” - 2 - Ring No Answer “0x0003”...
Page 463 Call Accounting Report Formats Table 1: CDR Call Format Database Definition Type Specification Element User Data Agent input UCHAR (255) Table 2: CDR Logon-Off Format Database Definition Type Specification Element NodeID Server ID (System ID) assigned ULONG value: 1–100 to an AltiServ system in AltiAdmin SessionID Session ID: a unique number,...
Page 464 Database Definition Type Specification Element LocalEndTi Timestamp when call is String yyyymmddhhmmss disconnected Table 3: CDR Wrap-Up Format Database Definition Type Specification Element NodeID Server ID (System ID) assigned ULONG value: 1–100 to an AltiServ system in AltiAdmin SessionID Session ID: a unique number, ULONG usually 9 digits or larger, assigned by AltiWare to a call...
Page 465: Rtm Data Schema
Call Accounting Report Formats RTM Data Schema Table 4: RTM Data Format Database Definition Type Specification/ Element * CDR Client Field Workgroup Data NodeID Server ID (System ID) assigned ULONG value: 1–100 to an AltiServ system in AltiAdmin Date Day information ULONG * Time value Time...
Page 466 RTM Data Schema Table 4: RTM Data Format Database Definition Type Specification/ Element * CDR Client Field InCallDura Duration of incoming calls ULONG * Calls Answered tion (NumInCall), starting from the Duration time an agent answers a call until the call is disconnected or transferred out of the WG NumOutC All outgoing trunk and station-...
Page 467 Call Accounting Report Formats Table 4: RTM Data Format Database Definition Type Specification/ Element * CDR Client Field ServiceLev Service Level number of calls in queue - X / # of calls in queue X = number of calls in queue exceeding threshold *ServiceLevel is not an accumulated...
Page 468 RTM Data Schema Table 4: RTM Data Format Database Definition Type Specification/ Element * CDR Client Field OutCallDu Duration of outgoing calls ULONG * Outgoing Calls ration (NumOutCall); from the time the Duration call enters “Connected” state until disconnect NumWrap Number of times agent entered short * Wrapup...
Page 469 Call Accounting Report Formats Table 4: RTM Data Format Database Definition Type Specification/ Element * CDR Client Field extHoldDu Total duration of non-workgroup ULONG ration hold count NumNotRe Number of not ready, not short including wrap up NotReady Total duration of the not ready ULONG Duration period...
Page 470 RTM Data Schema Table 4: RTM Data Format Database Definition Type Specification/ Element * CDR Client Field InCallDura Duration of incoming calls ULONG * Calls Answered tion (NumInCall), starting from the Duration time the agent answers a call until the call is disconnected or transferred out of the WG NumOutC All outgoing trunk and station-...
Page 471: Smdr Reporting Format
Call Accounting Report Formats 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 472: Extension Calls Out Format
SMDR Reporting Format 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 473: From Trunk B
Call Accounting Report Formats Calls Initiated by Extension A (Column A) VM make call to Trk Y 1/18 05:58P 00:00:15 100 3210002 0001 ### to Ext B (WG B, 11/18 05:59P 00:00:23 111 3210002 0100 Virtual B) and VM make call Ext B S-transfer to Trk 11/18 06:00P 00:00:22 111...
Page 474 SMDR Reporting Format Calls Initiated by Trunk X to Extension B (Column B) Ext B ONA to Trk Y 11/18 06:15P 00:00:12 0100 3210001 11/18 06:16P 00:00:00 0100 3210001 VM make call to Trk Y 11/18 06:18P 00:00:29 100 3210001 11/18 06:18P 00:00:58 0100 3210001 ### to Ext B (WG B, Vir-...
Page 475: Ppendix
P P E N D I X E1 R2 CAS Installation This appendix describes the configuration procedures necessary to implement E1 R2 digital signaling for European, Pacific Rim, and other emerging markets. Please carefully follow the procudures step by step Step 1: Physical Layer In the Triton E1Configuration window, check the properties of the E1 trunk and consult your CO for the proper settings for the following fields:...
Page 476 CD Bits Handling is selected to "CD = 01". If all configurations are correct, the status of trunk line should be shown as “OK.” Step 2: Data Link Layer In the T1/E1 Configuration window, the Span type selection should be E1 CAS.
Page 477 E1 R2 CAS Installation Step 3: Signaling Layer Depending on your country and it’s corresponding trunk property, in the Triton E1 Trunk Configuration dialog box, configure the following fields: • Set Calling Party Category to - the Calling Party Category indicates the type of calling party, (e.g.
Page 478 Table 1: Foreign Countries/Signaling Values Country Signaling Values Chile/Nacional MFC- Set calling part category: 1 [Assume no caller ID provided]: Incoming sequence: DID/DNIS In-call signaling (depend on how many DID digits): For 3-digit DID, set to (113)6 For 4-digit DID, set to (1113)6 For 5-digit DID, set to (11113)6 For 6-digit DID, set to (111113)6 For 7-digit DID, set to (1111113)6...
Page 479 E1 R2 CAS Installation Table 1: Foreign Countries/Signaling Values Country Signaling Values China MFC-R2 Set calling part category: 3 [Assume no caller ID provided]: Incoming sequence: DID/DNIS In-call signaling (depend on how many DID digits): For 3-digit DID, set to (113)1 For 4-digit DID, set to (1113)1 For 5-digit DID, set to (11113)1 For 6-digit DID, set to (111113)1...
Page 480 Table 1: Foreign Countries/Signaling Values Country Signaling Values Ecuador MFC-R2 Set calling part category: 1 [Assume no caller ID provided]: Incoming sequence: DID/DNIS In-call signaling (depend on how many DID digits): For 3-digit DID, set to (113)6 For 4-digit DID, set to (1113)6 For 5-digit DID, set to (11113)6 For 6-digit DID, set to (111113)6 For 7-digit DID, set to (1111113)6...
Page 481 E1 R2 CAS Installation Table 1: Foreign Countries/Signaling Values Country Signaling Values Mexico / Teléfonos de Set calling part category: 2 Mexico [Assume no caller ID provided] : Incoming sequence: DID/DNIS In-call signaling (depend on how many DID digits): For 3-digit DID, set to (113)1 For 4-digit DID, set to (1113)1 For 5-digit DID, set to (11113)1 For 6-digit DID, set to (111113)1...
Page 482 Table 1: Foreign Countries/Signaling Values Country Signaling Values Venezuela / Nacional Set calling part category: 1 MFC-R2 [Assume no caller ID provided]: Incoming sequence: DID/DNIS In-call signaling (depend on how many DID digits): For 3-digit DID, set to (113)6 For 4-digit DID, set to (1113)6 For 5-digit DID, set to (11113)6 For 6-digit DID, set to (111113)6 For 7-digit DID, set to (1111113)6...
Page 483: Ppendix
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. Outside AltiGen business hours, only emergency calls will be returned within eight (8) hours. All other calls are returned on the next business day.
Page 484: How To Reach Altigen Technical Support
All repaired units remain under the Warranty period of the original product. Advance Replacement products are provided on an exchange basis; the products sent to AltiGen become the property of AltiGen, and AltiGen provides the sender with a new product OR a repaired product that is functionally equivalent to new.
Page 485 If there is no response and or, no directions are provided to AltiGen within 5 days, the credit card will be charged 100% of the product’s then current list price, if applicable.
Page 486: Rma Form
No Trouble Found (NTF). Product Returns You are provided 30 days, from AltiGen ship date, to return the inoperable product. If the product is not returned within 30 days, the credit card provided, will be charged 100% of the product(s) current list price.
Page 487 Component parts, literature and documentation(s) missing from the Advance Replacement return will be charged to the credit card provided. You are provided 30 days form Altigen ship date to return the inoperable unit. If not returned in 30 days, you will be charged 100% of the unit’s current list price.
Page 488 AltiGen’s standard method of shipment. Any additional shipping charges will be applied to the provided credit card. All shipments to AltiGen must have the freight charges pre-paid by the sender. AltiGen does not accept inbound shipments that are COD, collect, or any shipment that does not have an authorized RMA number clearly marked on the outside of the package.
Page 489: Rma Form
Product Repair Services & Technical Support RMA Form One article per RMA Issued initiating any repair level service. To initiate a repair order, contact AltiGen Communications’s Technical Support Department at (510) 252-9712 between 8:00 AM and 5:00 PM (PST) or e-mail support@altigen.com.
Page 490 RMA Form BILL TO INFORMATION Company Name:_______________________________________________________________________ Attn:________________________________________________________________________________ Address:_____________________________________________________________________________ City/State/ZIP Code:____________________________________________________________________ Phone Number:________________________________________________________________________ SHIPMENT METHOD: STANDARD EXPRESS WARRANY STATUS: UNDER WARRANTY WARRANTY EXPIRED PRODUCT INFORMATION: Product Part Number:___________________________________________________________________ Serial Number:________________________________________________________________________ Chassis Model/Mfg:____________________________________________________________________ AltiOffice BTOS #:__________________________Operating System:____________________________ Number of Boards in System:_____________________________________________________________ Complete Description of Problem: (including steps taken to isolate the problem to the particular product, MVIP test results, affected port number(s), etc.
Page 491: 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 492 Central Office (CO) - a switching system that connects lines to lines, lines to trunks, and trunks to trunks. These systems are operated by local telephone companies. The term sometimes refers to a telephone company building in which a switching system is located and sometimes includes other equipment (such as transmission system terminals).
Page 493 DC - direct current. The flow of free electrons in one direction with an electrical conductor, such as wire. Default - the preset value from the factory or the software writer that the program or equipment comes with. In the absence of any other command from the user, it will work with default values.
Page 494 Ethernet - a communications protocol used in local area networks to connect computers, terminals, printers, etc., typically located within the same building. Ethernet operates over twisted wire and over coaxial cable at speeds up to 10 megabits per second. Ethernet is a physical link and data link protocol reflecting the two lowest layers of the DNA/OSI model.
Page 495 ground start - a type of start signaling on a subscriber’s trunks in which the ring (minus side) is grounded (ground start) to get dial tone. GUI - Graphical User Interface. hard disk - a sealed mass storage unit used for storing large amounts of data. hardware - a term used to describe the physical components of a machine, particularly computer equipment, and devices containing logic elements used in data processing or communication equipment.
Page 496 Language Server - allows the ability to record and play phrases in different foreign languages without requiring any software changes. Local address - an address used in a peripheral node or station in place of a network address and transformed to or from a network address for delivery purposes. Logoff - the procedure by which a user disconnects from a program or session.
Page 497 network address - An identifier for a node, station, or unit of equipment in a network. network domain - a set of workstations and servers that share a security account manager database and can be administered as a group. A user with an account in a particular network domain can log onto and access his or her account from any system in the domain.
Page 498 PABX - Private Automatic Branch Exchange. A private branch exchange (PBX) that provides access to and from the public telephone network without operator intervention. PBX - Private Branch Exchange. A switching system providing telephone communications between internal stations and external networks. PCM - Pulse Code Modulation.
Page 499 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 500 - a measure of the demand or use of facilities, circuits, or trunks. Measured by converting seconds and minutes into CCSs (Centum Call Seconds) and Erlangs (hours of use per hour). the AltiGen Voice transfer - this feature redirects a call to another extension, Mail System , or operator.
Page 501 - the person or persons accessing the features and functions of the AltiWare product. virtual extension - an extension not associated with a physical port that allows for the AltiGen Voice Mail System guest access to features and telephone sharing environments.
Page 502 G-12 AltiWare OE System Installation & Administration Manual...
Page 503: Index
3-10 phone numbers 1-ii AltiWeb.cab 18-4 AltiGen Communications, Inc. AltiWeb.htm 18-4, 18-7, 18-11 address 1-ii AltiWeb.js 18-4 Altigen External CDR 5-21, 5-22 AM schedule 5-9 AltiGen Switching Service 3-18 AMI (Alternate Mark Alti-IP 600 Inversion) 6-37 phone configuration 17-1...
Page 504 Index announcement Substitution) 6-37 time stamp 8-32 backing up answer options 8-43 files 12-2 answering backup 3-2 huntgroup call handling 8-45 database 3-46 workgroup call handling 8-46 system data 12-1 applet subdirectory 18-3 bandwidth applet subdirectory files 18-4 WAN 6-8 apply to 1-22 Basic CallRouter 1-29, 20-1 Apply to, and trunks 7-3...
Page 505 Index call forwarding 1-10 changing password 4-11 from voice mail 1-19 channel 4-7 call handling 8-39, 8-43 channel service unit 6-31, 6-32 incoming 8-39 child windows 4-5, 4-10 Call Log view window 4-9 circuit G-2 call log window 4-9 client setup 14-9 call park 1-10, 1-13, 1-27 clock configuration 11-4 system 1-13...
Page 506 Index Triton VoIP Board 6-7 dialing scheme configure trunk 7-5 firewall 6-9 DialPad, displaying 18-9, 18-14 network for VoIP 6-8 DID 7-7 WAN router 6-9 collecting 7-17 configuring T1 1-24 Alti-IP 600 17-1 DID number confirm callback number 8-32 extension 8-7 connection difficulty 6-28 Digit Manipulation 9-3 contact.htm 18-4, 18-10, 18-14...
Page 507 Index Emergency Repair Disk for Windows extension configuration 8-1 NT 3-44 Extension Configuration icon 4-4 enable Extension view window 4-6 multiple call waiting 8-43 external logging 5-20 One Number Access 8-45 enable distinctive ring 5-3 enable intercom 8-8 failover routing 1-18, 10-10 enable live call handling 1-12, 8-43 faststart enable 7-14 enbloc dialing 5-31, 7-5...
Page 508 Index G723 jitter buffer range 7-15 impedance 7-7, G-5 gateway 14-6 incoming call handling 7-20 glossary G-1–G-11 incoming ring type 7-7 greeting information only mailbox 1-19, 8-31 personal 1-20 install greeting prompts 11-3 previous version 3-47 ground start 7-7, G-5 installation grounding 2-3 AltiAdmin 3-44...
Page 509 Index access code 6-25 logout appearance 6-28 workgroup 1-17 configuration 6-26 logout reason code 5-38 number code 5-6 loop current 2-3 IP Trunk Access 5-7 loop start 7-7, G-6 IP trunk current traffic statistics screen 4-9 IP trunk traffic window 4-9 mail forwarding 1-22 IP trunk, number plan 5-6 mailbox...
Page 510 Index management 5-24 helper applications 14-3 mixed-media 14-3 multiple AltiServ systems 1-25 Microsoft CRM integration 1-29 protocol 14-1 Microsoft Exchange Server IMAP4 14-2 integration 14-10–14-28 TCP/IP 14-2, 14-5 Microsoft SQL 5-20 transport 14-1 MIME 14-3, G-6 quality of service 6-8 mixed-media messaging 14-3 server side setup 14-4 helper applications 14-3...
Page 511 Index options virtual extension 1-14 boards 2-9 workgroup call routing 1-16 out call routing PCI Plug and Play 6-8 configuration 9-1–9-7 phone display options 8-19 dialing pattern 9-6 phone number out call routing configuration trunk 7-4 default routes 9-4 phrase outgoing calls, blocking all 5-14 for auto attendant 10-11 overhead paging 1-12, 11-3...
Page 512 Index auto attendant 10-8 registration prompts 10-11 manual online 3-7 greeting and update 11-3 registration methods 3-7 multiple workgroup reminder calls 1-20 prompts 1-15 remote protocol 14-1 call forwarding 1-10 definition 14-1 remote locations 5-31 IMAP4 14-2 remote systems 3-44 POP3 14-2, G-8 report SMTP 14-2...
Page 513 Index RTP/RTCP signaling protocol definition 6-28 T1 7-16 run AltiAdmin 3-45 silence detection 1-26 silence suppression 1-26, 7-14 single data message format (SDMF) 7-9, 8-17 safety 1-xviii slot 4-7 electricity 1-xx SMDR Report Format A-15 sales_cid.htm 18-4 SMTP 5-25, 14-2 sales_pid.htm 18-4 SMTP service 5-25 scenarios 18-6, 18-10...
Page 514 Index attendant 1-14 T1/E1/PRI data management 12-1 features 1-24 distinctive ringing 5-3 T1/PRI DNIS in call routing 5-31 troubleshooting 6-44 email 5-25 T1/PRI configuration button 6-38 emergency numbers 5-14 T1/PRI features extension length 5-5 ANI/DNIS Transport over Tie home area code 5-3 Trunks 1-24 main number 5-3 hop off calls over Tie...
Page 515 Index specifications 2-5 loop/ground/wink start 1-14 Triton Analog Station Line Properties Trunk Monitor Enable 8-52 dialog box 8-17 trunk properties Triton Analog trunk LS/GS Quantum 7-6 properties 7-11 Triton T1/PRI 7-15 Triton Analog trunk properties 7-9 Triton VoIP 7-13 Triton Resource Board 6-2 VoIP 7-13 Triton Resource board trunk seizure...
Page 516 Index voice mail multiple queue call forwarding from 1-19 announcements 1-15 distribution list 1-20, 1-24 pilot number 8-1, G-8 forwarding 1-22 silent monitoring 1-17 making calls from 8-38 workgroup configuration 8-1 voice messaging 5-22 Workgroup view window 4-8 features 1-19 message notification 1-20 reminder calls 1-20 zero code suppression 6-37...
Page 517: Readers Comment Form
Readers Comment Form AltiWare OE Release 4.6 AltiServ System Installation and 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.
Page 518 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 AltiWare OE System Installation & Administration Manual R-ii...

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Altiware oe 4.6

Altigen AltiWare OE Version 4.6 Administration Manual

Preface: about this Manual

Chapter 1 Altiserv Office Solutions

Overview

Chapter 2 System Requirements

Chapter 3 Software Installation

Getting Around Altiadmin

Chapter 5 System Configuration

Chapter 6 Board Configuration

Chapter 7 Trunk Configuration

Chapter 8 Extension and Group Configuration

Chapter 9 Out Call Routing Configuration

Auto Attendant Configuration

Chapter 11 Additional Setup

Chapter 12 System Data Management

Chapter 13 System Report Management

Chapter 14 Data and Internet Integration

Chapter 15 Using TAPI

Setting up IP Extensions

Chapter 17

Alti-IP 600 Phone Configuration

Chapter 18 Altiweb

Quick Links

Troubleshooting

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Summary of Contents for Altigen AltiWare OE Version 4.6