Altigen AltiWare OE/ACC Version 5.0 Administration Manual

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AltiWare™ OE/ACC

Version 5.0

System Installation and

Administration Manual

Revised 12/2004 4403-0001-5.0

Table of Contents

Troubleshooting

Summary of Contents for Altigen AltiWare OE/ACC Version 5.0

Page 1 AltiWare™ OE/ACC Version 5.0 System Installation and Administration Manual Revised 12/2004 4403-0001-5.0...
Page 2 This is a criminal offense. Currently, we do not know of any telecommunications system that is immune to this type of criminal activity. AltiGen Communications, Inc. will not accept liability for any damages, including long distance charges, which result from unauthorized and/or unlawful use.
Page 3: Table Of Contents
AltiGen Board Installation ......2-8 AltiGen Board Options ......2-8 System Limitations .
Page 4 VoIP Board Upgrade ......3-20 Shutting Down the AltiGen Switching Service ..3-20 To Begin Upgrade .
Page 5 Changing the Password ......4-11 Stopping the AltiGen Switching Service ....4-11 Chapter 5 System Configuration .
Page 6 AltiWare NAT Support Feature ..... 6-29 AltiGen IP Phone NAT Support Feature ....6-30...
Page 7 Setting Up an AltiWare-to-AltiWare IP Network..6-31 Board Installation ....... . 6-32 Troubleshooting—Common Symptoms and Solutions .
Page 8 Editing Auto Attendants ......9-5 Configuring Menu Items......9-7 Making Auto Attendant Assignments.
Page 9 Setting Up IP Extensions ......11-1 AltiGen IP Phone Service ......11-1 Intercom with IP Phones .
Page 10 Additional Setup ....... . . 15-1 Audio Peripheral Configuration ..... . 15-1 Configuring Music On Hold and Recorded Announcements 15-2 Setting Greeting and Update Prompts .
Page 11 Exchange Server Configuration ....18-15 Microsoft Exchange Administrator Configuration ..18-16 Installing Outlook 2000 Client on the AltiServ System . . 18-17 Enabling the Exchange Server .
Page 12 PPENDIX Product Repair Services & Technical Support ..B-1 Technical Support ....... . . B-1 Repair and Replacement .
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 Extension/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 • 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 • Observe all safety regulations and read the warnings, cautions, and notes posted on the equipment.
Page 19 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. Alto Voltaje • Observe todas las normas de seguridad y lea las advertencias, avisos de precaución y notas que se encuentran adheridos al equipo.
Page 20 • 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. Sicherheitsrichtlinien sorgfältig beachten. Hochspannung • Alle Sicherheitsregeln beachten und am Gerät angebrachte Warnungen und Hinweise lesen.
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 ISA bus ISA bus El AltiGen debe cumplir con las especificaciones de las Placas PCI, Rev. 2.1 (5V 32- bit). La energía eléctrica que requiere la máquina principal y el total del conjunto de tarjetas de los adaptadores instalados dentro del ámbito de la máquina principal, junto con...
Page 23 230V) está en la parte posteriora del chasis y se fija al voltaje apropiado para su instalación. 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 Grundplatine/Hauptplatine) MÜSSEN weniger als 0.1 Ohm zum Hauptgeräterdanschluß haben. 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.
Page 25 En caso de ocurrir una falla en la energía eléctrica, la primera extensión telefónica de cada tarjeta (salvo en lo que respecta a la CD0012UD), se conecta directamente a la primera línea de la central, para así permitir el acceso a la marcación de los servicios de emergencia. Este equipo debe alimentarse a partir del PSTN, o contar con un respaldo de batería local con capacidad suficiente para llamar a los servicios de emergencia, durante cuatro horas después de que ocurra la falla en la energía eléctrica.
Page 26 The interconnecting trunk line cord should be at least size 26AWG. This trunk card must be fitted in host equipment with fire enclosures complying with the flammability requirements of sub-clause UL1950/CSA C22: 1995 4.4.3. In addition, the card must be separated from internal materials of flammability class or lower by at least 25 mm of air Class V-1 or better.
Page 27 Instructions for Hardwired Earth Connection (Instrucciones para El Cableado de La Conexión a Tierra/Anleitungen für festverdrahtete Erdanschlüsse) 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.
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
Chapter 10, Extension and Group Configuration, describes individual extensions, group numbers, and call handing. Chapter 11, Setting Up IP Extensions, outlines procedures for setting up IP extensions using AltiGen-certified clients. AltiWare OE System Installation & Administration Manual xxxiii...
Page 34: Repair And Replacement
Chapter 18, Data and Internet Integration, describes setting up email, AltiReach, Exchange integration. Chapter 19, Using TAPI, describes how to configure AltiGen’s TAPI gateway to use off-the-shelf applications for calling contacts. Chapter 20, Tools and Applications, gives a brief overview and general instructions for using AltiWare tools and applications.
Page 35: Altiserv Office Solutions
IP phones. Note: The components/specifications listed for each Office Solution are subject to change. Please check with your local AltiGen dealer for the latest information. AltiServ Small Office (Part# ALTI-SERV-1A / ALTI-SERV-1E) The AltiServ Small Office solution is a system targeted for 8 to 25 users in the very small office market that need an affordable, entry-level capa- bilities along with the same features as AltiGen's largest systems.
Page 36 75 to 175 users that are looking for additional capacity and expandability at a cost that is dramatically lower than enterprise systems. With included RAID support in an industrial grade chassis, AltiGen is providing a highly reliable and redundant converged PBX system. Components/Specifications •...
Page 37 AltiServ Office Solutions • Total of 15 PCI available - (13 PCI available for additional AltiGen Boards) AltiServ IP (Part# ALTI-SERV1-IP) 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...
Page 38: Altiserv Platforms
• 12-port VoIP Triton PCI Card • Total of 2 ISA x 9 PCI available - (2 ISA x 8 PCI available for additional AltiGen Boards) AltiServ Platforms In addition to the office suite of products, AltiServ platforms can be built using a standard personal computer or server hardware with sufficient number of full-size ISA and PCI expansion slots.
Page 39: 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 2-10 for details on the number of boards you can install on one system.
Page 40 Key AltiServ Characteristics • 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 41 Overview • 5V PCI slot is required for each Triton board. • The maximum number of T1/E1/PRI boards in one system is up to eight (8) T1/E1/PRI lines. • Tone detection (fax, modem, voice) available for predictive dialing integration. — Triton Analog Extension Board - a PCI bus telephony board that supports 12 analog extensions per board.
Page 42: Pbx Features
Key AltiServ Characteristics • TAPI Gateway Support - AltiServ is an open platform that allows third party telephony developers to develop applications for the AltiServ system. The system supports Telephony Applications Programming Interface (TAPI) 3.0. AltiServ supports a complete TAPI service provider that accepts first party call control (such as AltiView, AltiAgent, and AltiSupervisor) and the third party client-server call control (such as call routing applications).
Page 43 Overview • 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 44 Key AltiServ Characteristics Configurable Exit Queue - allows a caller who is in a workgroup queue to exit the queue by pressing “0” to transfer to the operator, or “#” to transfer to workgroup voicemail. In OE 5.0 (ACC), this feature can be enabled or disabled in Group Configuration in AltiAdmin.
Page 45 Overview • Hands Free Intercom Mode - by pressing #81 while on their speaker phone, users can receive internal calls without having to pickup the handset to answer. Hands Free Manual Answer Mode, #82, allows another version of this function. •...
Page 46 Key AltiServ Characteristics • Music or Message on Hold - when the system is connected to an external audio source, this allows callers to hear music or pre-recorded messages while waiting on hold. One Number Access - a feature that eliminates “telephone tag”...
Page 47 • 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. AltiWare OE System Installation & Administration Manual...
Page 48: Automatic Call Distribution Features
• Virtual Extensions - an extension that is not associated with a physical port, but allows access to the AltiGen Voice Mail System features and telephone sharing. Up to 2,000 total (physical + virtual) extensions can be created on a system. Access to virtual extensions is through voicemail use, a physical extension, a trunk, or via AltiView or AltiAgent.
Page 49 Overview • 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. Settings in AltiAdmin let you specify time intervals for saving RTM data.
Page 50 Key AltiServ Characteristics • Hunt Group/Workgroup Membership - groups can have up to 128 members. • Hunt Group/Workgroup-Based Optional Call Routing - for special call handling applications, incoming calls can be routed to a group. For automatic distribution, calls can be distributed to the first available group member, or among group members according to the following options: —...
Page 51 Overview • Ready/Not Ready - members can also enable a “ready” (#90) or “not ready” (#91) status to inform the system whether or not the agent is able to receive the next call. Real Time Monitoring Enhancements (ACC feature only) - —Real Time Display for AltiAgent, AltiSupervisor and SDK is restructured to separate inbound and outbound call statistics.
Page 52: Automated Attendant Features
Key AltiServ Characteristics • Workgroup Monitoring - an option (enabled with the AltiServ Contact Center license) that allows real-time monitoring of workgroup information—trunk state, group status, call queue status, details of group queue entries and agent status. Limited monitoring is available through a group view window in AltiAdmin or remotely through AltiReach.
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 • Making a Call from the AltiGen Voice Mail System - allows users to make a call from within the AltiGen Voice Mail System by pressing # at the Main Menu and entering the external phone number. This is especially useful while traveling where users can respond to all messages and make other calls not associated with a message, all with one call into the AltiGen Voice Mail System.
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 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: System Administration Features
• 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 AltiLink Plus for 1 to 24 hours to prevent password intrusion. Applies to login from AltiView, AltiAgent, AltiSupervisor, AltiConsole, CDR Search, Advanced Call Router and 3rd party applications base on AltiGen SDK. • Monitor List - lets you select the Physical or IP extensions you wish to monitor.
Page 59: T1/Pri/E1 Features
Overview • Voice Mail Distribution List - allows you to create a group of extensions for forwarding voice mail. Up to 100 distribution lists can be created. Each distribution list can have up to 64 entries, and each entry can be another distribution list. •...
Page 60 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. 1-26 AltiWare OE System Installation & Administration Manual...
Page 61 This queue is adjustable to accommodate different network environment characteristics. PCM-based Music File - A pre-recorded music on hold file (AltiGen PCM format) for IP ports can be played. • Release Link Tie - when transferring between two systems through IP tie trunks, the trunks can be released by pressing FLASH *.
Page 62: Voice Over Ip Session Support Altiserv Features
Key AltiServ Characteristics 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 63: Altiware Tools
— AltiGen Extension Phrases Replication Service — to connect to each system. • AltiPCM - a program to convert PCM wav file to AltiGen’s PCM- based phrases or music on hold files. Optional Add-On Software Additional new features for these applications are described throughout this chapter.
Page 64 Key AltiServ Characteristics — Line park appearance — Group paging — Release link tie for IP trunks — Quick search improvement in ALL tab — Automatic version upgrade during startup • AltiView/AltiView IP Extension - a Windows-based desktop call control and window popup application that interacts with AltiServ through AltiLink Plus and provides easy-to-use call control, monitoring and logging capability.
Page 65: 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. In OE 5.0, the following enhancements have been made: —...
Page 66 Key AltiServ Characteristics — Activity display — Auto answer mode — Workgroup queue status display — Configurable BLF ringer 1-32 AltiWare OE System Installation & Administration Manual...
Page 67: 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 6 on page 2-11 for AltiServ platform selection. System Key Requirement AltiWare OE 5.0 requires a system key in order to function. The system key is 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 68 • 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 7, “Individual Board Power Requirements,”...
Page 69: 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 70: Functional Specifications
Table 3. AltiGen Board Operating Environmentals (Condiciones Ambientales para La Operación de La Tarjeta AltiGen/Betriebsbedingungen für die AltiGen Karte) Description (Descripcion/ Specification Beschreibung) (Especificacion/Spezifizierung) Operating Temperature 0° to + 50° C/ Temperatura de Operacion/ 0° a + 50° C/ Betriebstemperatur/ 0°...
Page 71 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 72 The Triton Analog Extension telephony board has the following functional characteristics: • 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.
Page 73 System Requirements • Tone detection for fax tone, modem tone and voice • E-911 CAMA trunk support Triton VoIP Board The Triton VoIP telephony board has the following functional characteristics: • MVIP-compatible • 256 Port Full-Duplex Switch Matrix • Jumper Free Configuration •...
Page 74: Altigen Board Installation
OE CD-ROM; this file will be installed when you install the software. • After installing AltiWare OE: in the \AltiServ\SP directory on your hard drive. AltiGen Board Options (Opciones de La Tarjeta AltiGen /AltiGen Kartenoptionen) 2-8 AltiWare OE System Installation & Administration Manual...
Page 75 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 76: System Limitations
tos puede convertirse en una de 30 puertos (un incremento en la tarjeta por cada licencia). Los puertos originales conservan su configuración. * Bei der Aufrüstung zur AltiWare OE 4.8 werden alle 8 Anschluß-Karten automatisch zu 12 Anschluß- Karten aufgerüstet. Mit der Lizenz zur Aufrüstung für 30 Anschlüsse kann die 12 Anschluß-Karte zu einer 30 Anschluß-Karte aufgerüstet werden.
Page 77: 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 cada tarjeta...
Page 78: Installing A Cooling Fan
AltiGen, a fin de garantizar la fiabilidad y la seguridad funcional del sistema. Para instalar el ventilador de enfriamiento en el sistema AltiWare, lea las instrucciones que se incluyen con la unidad de ventilación.
Page 79: Electrostatic Discharge (Esd) Warning
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
Die Arbeitsfläche muß flach und stabil sein und genügend Raum für eine entsprechend ausreichende Ventilation bieten. Zum angemessenen Hitzeverlust und ausreichender Luftzufuhr wird der Einbau eines Ventilators vor den AltiGen Fernmeldekarten empfohlen. Der Filter des Ventilators muß sauber sein und darf die Luftzufuhr nicht blockieren.
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 8. 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 A Windows 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
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 86 Preparing to Install AltiWare OE Client Server VoIP RTP VoIP RTP VoIP ATPS VoIP ATPS 10032 Web Client AltiLink+ 10025 NetMeeting Chat 1720 plus VoIP ports described above Client Auto Upgrade 10050 Polycom Between 2222-2242 and 1718/ 1719 a. It is recommended that this be run only in an intranet. b.
Page 87: Software License Activation And Registration
Software License Activation and Registration 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 5.0. 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 5.0 or later releases of AltiWare.
Page 88: Unsupported Licenses
Licensing Table 5. Release ACC 5.0 License Summary License Description/Notes • OE 5.0 License required for fresh installation or upgrade to OE 5.0 • AltiServ Contact Required for ACC Product. Center • Workgroup-related options will be disabled if this license is not installed.
Page 89: 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 5.0.
Page 90: Registration Methods
Registration Registration Methods There are two ways a system can be registered. These are based on the ability of the AltiServ system being installed and registered to have Internet access. Manual Online Registration If there is no access to the Internet from the server being installed, the Installer must go to a PC with Internet access and manually register the software.
Page 91: 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 5.0 (5.0 compatible licenses).
Page 92 Upgrades — AltiConsole Site License converts to 10 AltiConsole Session Licenses — Advanced Call Router converts to 5.0 Advanced Call Router • After upgrade, all extensions belonging to workgroup(s) will be set as agents and be placed in the logout state. •...
Page 93: Lost Licenses
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. The policy for replacing any lost software licenses or system keys is to repurchase the software.
Page 94: 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. 3-12 AltiWare OE System Installation & Administration Manual...
Page 95 Software License Activation and Registration Login to 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 96 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 97 Software License Activation and Registration 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 98 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. 3-16 AltiWare OE System Installation &...
Page 99 Software License Activation and Registration 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 100 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 101: Before Upgrade
Software License Activation and Registration Upgrading AltiWare OE Note: Triton T1 Rev A1/A2 or VoIP Rev A1/A2 boards are not supported in OE 5.0. 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 102: Station Speed Dialing Change
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 103: 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 2000 as a domain or local user account that has local administrator privileges.
Page 104 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 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 License Activation and Registration 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 &...
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 License Activation and Registration 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 Extension board provides 12 extensions.
Page 111 Software License Activation and Registration 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 License Activation and Registration 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 License Activation and Registration 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 License Activation and Registration 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:...
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 License Activation and Registration On the AltiGen Software License Registration web page, click the Proceed to Online Registration. The next web page displays your currently registered software version. Select Re-Register -or Upgrade/migrate to and use the drop-down list to select the version to upgrade or migrate to. Then click Next..
Page 122 To Begin Upgrade obtained by contacting either your local authorized AltiGen Dealer or AltiGen Technical Support. Click Next when finished. 3-40 AltiWare OE System Installation & Administration Manual...
Page 123 Software License Activation and Registration 10. 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. 11. The next web page allows for entering of new License Keys or for adding any additional licenses.
Page 124 To Begin Upgrade Click Add More Keys to add more licenses, or click Next to register these licenses. 12. The next web page displays the licenses that have been activated and are about to be registered. 3-42 AltiWare OE System Installation & Administration Manual...
Page 125 Software License Activation and Registration • 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...
Page 126 To Begin Upgrade 14. The next web page continues the registration by initiating a product registry program. 15. At the end of the Web Registration, save the exctl file to a floppy disk. 16. 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 127: 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 128: Shutting Down Altiserv When Changing Or Adding Hardware
Shutting Down AltiServ when Changing or Adding Hardware 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 129: 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 Service” on page 3-21.
Page 130: Altiware Uninstall
AltiWare Uninstall 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 131 Software License Activation and Registration To downgrade, follow these steps: Stop the AltiGen services as described in “Shutting Down Switching as a Windows 2000 Service” on page 3-21. Uninstall OE AltiWare 5.0 as described on page 3-48. If they are installed, uninstall AltiView, AltiConsole, AltiAdmin, and CDR Search, following the manual procedures for those applications.
Page 132: 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 133: Altiware Oe System Administration & Installation Manual
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. AltiWare OE System Installation & Administration Manual 3-51...
Page 134 Software Installation Troubleshooting 3-52 AltiWare OE System Installation & Administration Manual...
Page 135: 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 136: 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 137: The Main Menu
• Management Opens configuration windows to work with the system, extensions, trunks, out call routing, audio peripheral, MVIP, Auto Attendant, VoIP, AltiGen IP phone configuration, line park and paging group. • Report System Summary, System Log, and IP Traffic Statistics.
Page 138 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 139: 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 140: 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 141: 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 142: 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 143: Call Log View Window
Getting Around AltiAdmin • Service Level—displays the percentage of calls being answered within an acceptable period of time 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.
Page 144: Status Bar
The View Windows Figure 8. IP Trunk Current Traffic Statistics window 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 •...
Page 145: Logging In
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 146 Stopping the AltiGen Switching Service This option is available when you are logged in at the AltiServ system computer; it is not available from a remote AltiAdmin client. 4-12 AltiWare OE System Installation & Administration Manual...
Page 147: 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 148: 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 149 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 150: 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 151 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 152 Setting a System Number Plan Parameter Description Default The default password for newly created extensions will be Password randomly set; when changing the password, it must be four to eight digits in length. DID Number The number of digits needed to match a DID (Direct Inward Length Dialing) number, with a range of 2 - 16.
Page 153 System Configuration Parameter Description First Digit Translator Configuration. Figure 3. Single Digit Routing To set up a First Digit Translator entry, select the check box (to the left of 1-9, * or #), then enter the desired digits. When a box is checked, the digit preprocessor will replace the first digit 1-9, * or # that user dials with the digits indicated in the corresponding field.
Page 154 Setting a System Number Plan Parameter Description Extension Dialed Digit Translator Note: This primary use of this feature is intended for, but not limited to, allowing an IP extension to make an emergency call (911) through AltiServ. If AltiServ is in a different location than the IP extension, the emergency call will be routed to local CO where the IP extension is located.
Page 155: Assigning Trunk, Feature, Ip Trunk, & Route Access
System Configuration Parameter Description First Digit These define how the system responds to the first digit Assignment dialed by the user. If a particular digit is grayed out—not available—that means it cannot be used in the country location selected in the General window. The drop-down list options for each digit are as follows: —...
Page 156: Setting Business Hours
Setting Business Hours Note: After setting the IP Trunk Access code here, you should set the Trunk Access Codes of any 30-port VoIP boards to “None” on the General tab of the Trunk Configuration window (see “Setting General Trunk Attributes” on page 7-3). This will prevent users from directly accessing the 30-port boards—which use the G.711 codec only—for calls to AltiServ servers or other IP gateways that may require the G.723 codec.
Page 157 System Configuration To access the Business Hour settings, select System Configuration... on the Management menu, then click the Business Hours tab. Figure 5. Business Hours window, System Configuration Multiple Business Hour profiles can be configured in a system. A default “System”...
Page 158: Routing Calls On Holidays
Routing Calls on Holidays For each Business Hour profile, 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 159 System Configuration To add a Holiday profile, click the Add button to open the Add Holiday Profile dialog box, enter a name for the profile, then click OK. To access Holiday Routing settings, select System Configuration... on the Management menu, then click the Holiday tab. Figure 6.
Page 160: Configuring System Speed Dialing
Configuring System Speed Dialing Optionally, select Special hours and set call routing for special hours using the field group in the lower half of the Holiday window. This route will override the route for normal holiday hours, for the hours you specify. Use this option, for instance, to route calls for the working portion of a holiday that your organization treats as a half- day.
Page 161: Defining System Call Restrictions
System Configuration Editing Speed Dial Entries To add or edit an entry, double-click the Station ID number you want to work with, or select the number and click Edit. A dialog box appears: Select the ID number using the drop-down arrow, type in a name for the Speed Dial entry, then enter the full number as you would dial it, with a maximum of 20 digits per entry.
Page 162: Blocking Calls To Area Codes From All Extensions
Defining System Call Restrictions Figure 8. Call Restriction window, System Configuration Blocking Calls to Area Codes from All Extensions To add or edit system prohibited area codes: Double-click an index entry in System Prohibited Prefixes list, or select the index entry and click Edit. This opens a dialog box that allows you to enter a prefix number.
Page 163: Setting Toll Call Prefixes
System Configuration 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 164: Enabling Hop Off For Tie Trunks
Creating Account Codes 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 165: Adding And Deleting Account Codes
System Configuration To access the Account Code window, select System Configuration... on the Management menu, then click the Account Code tab. Figure 10. 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 166: Setting Up Call Reports
Setting up Call Reports 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 167: Internal Database Configuration (Internal Logger Service)
System Configuration Figure 11. Call Reports window, System Configuration Internal Database Configuration (Internal Logger Service) To set up and enable CDR collection to the local drive, click the Add button. A dialog box appears. Figure 12. Add Log Service AltiWare OE System Installation & Administration Manual 5-21...
Page 168: External (Remote) Logging Of Call Data
It should be ready to receive the reports before you enable the export here. 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.
Page 169: Exporting Through A Local Port
System Configuration Add a Name and IP Address for the External Log Service, then click OK. Exporting Through a Local Port You can send the CDR to a COMM Port to export to, for example, an accounting data processing system. To do this, select the Enable Data Output box in the Accounting Data Processing field group.
Page 170: Setting Message Notification Retries
Managing Messages 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. You can set the retry setting for the notification as follows: Parameter Description Maximum Retry...
Page 171: Setting Message Recording Options
System Configuration Setting Message Recording Options Set message recording parameters: Parameter Description Minimum Recording Sets the minimum length in seconds for any recording (i.e., incoming voice mail message, personal greeting, system prompts). This can be from 1–5 seconds, or 0, which means no minimum. All recordings that are shorter than the designated Minimum Recording length are deleted.
Page 172 Managing Messages Parameter Description Postmaster Ext This field defines the extension that will be assigned as a Postmaster Extension. When the e-mail system receives an e-mail with an invalid e-mail account, the automatic reply (informing of the invalid e-mail account used) to the sender is sent from the defined extension.
Page 173: 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 174: Defining The Ip Dialing Table
Defining an IP Dialing Table The Location ID Digit Length can be set to None, 1, 2, or 3—a seemingly simple choice. However simple it seems, though, it needs to be given some thought before it is set. Location IDs are used system wide, and a coordinated configuration is recommended.
Page 175: Setting The Location Id Digit Length
System Configuration Figure 15. 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. Defining Remote Locations To add a location, click the Add button to open an entry dialog box: AltiWare OE System Installation &...
Page 176 172.16.0.0/12 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 177: Configuring Dnis Routing
System Configuration Configuring DNIS Routing When an incoming call comes through a trunk with DNIS or DID numbers, the system can route the call to the proper extension, Auto Attendant or operator based on the DNIS or DID number collected. Note: DNIS supports only incoming T1, PRI, and analog DID trunks, and in the case of T1 and PRI DNIS works with incoming trunks that...
Page 178: Adding And Deleting Dnis Route Entries
Configuring DNIS Routing Adding and Deleting DNIS Route Entries To add entries to the DNIS routing table, click the Add button. In the dialog box that appears, type in a DNIS Number and a descriptive DNIS Name, then click OK. The number and name entries have the following requirements: •...
Page 179: Creating Distribution Lists
System Configuration • Holiday Profile—routes incoming calls based on Holiday Profiles configured in System Configuration (see “Routing Calls on Holidays” on page 5-12) Creating Distribution Lists The System Distribution Lists provide for forwarding voice mail messages to multiple recipients defined as list members. To forward a voice mail to all list members, a user need only enter the two-digit ID instead of entering numerous individual extensions.
Page 180: Defining A Distribution List
Setting Logout Reason Codes 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 181: Activity
System Configuration Figure 18. Logout Reason window, System Configuration To require logout reasons, check the Logout reason code required check box. If you don’t want to require reason codes, deselect the check box. To define reason codes, type the associated reason into the text box next to the code you want to associate with the reason.
Page 182 Activity To access Activity configuration, select System Configuration... on the Management menu, then click the Activity tab. There are a total of nine (9) activity codes; the first six are pre-configured as follows: 1 - System, 2 - Personal, 3 - Meeting, 4 - Away from desk, 5 - Business Travel, 6 - Personal Time Off The remaining three activity codes (7, 8, 9) are not assigned and can be customized by the administrator.
Page 183 System Configuration In AltiView/AltiAgent, an extension user will be able to select an activity from the Call Handling page of AltiView/AltiAgent configuration. Figure 19. Activity Selection List, Call Handling Page of AltiView configuration In AltiConsole, the activity of an extension is displayed in the BLF and ALL panels.
Page 184 Activity 5-38 AltiWare OE System Installation & Administration Manual...
Page 185: 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 186: 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 187 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 188: 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 189: 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 190 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 191: 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 192: Network Configuration Guidelines For Voip
Configuring the Triton VoIP Board for more 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 8, Out Call Routing Configuration).
Page 193 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 194: 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 6-27) to open up TCP and UDP ports to the IP system’s IP address.
Page 195: Phones
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 196 Configuring the Triton VoIP Board IP address behind NAT, and with both private and public IP addresses, respectively. The last example involves configuration for a remote branch office environment where multiple IP phones require connection to AltiWare. Notes: • When AltiWare and the local IP phone both use a public IP address and a remote IP phone is behind NAT, it is recommended that you use the NAT configurations as described in “Public Network Configuration (AltiWare with Public IP Address)”...
Page 197: Altigatekeeper Installation
Board Configuration AltiGatekeeper Installation When installing AltiGatekeeper, the installation will require information in the following dialog box. Figure 6. AltiGatekeeper Configuration Tool configuration window Note: The user can change this configuration later by running the program CONFIGTOOL.EXE in the AltiGatekeeper installation directory.
Page 198: Nat
NAT router does not support H.323, if AltiWare is behind the NAT, refer to page 6-29 for details on AltiWare’s NAT support feature; if the AltiGen IP phone is behind the NAT, refer to for AltiGen IP phone’s NAT support feature.
Page 199 Board Configuration Remote IP Phone Connecting Through DSL or Cable Modem Figure 7. Home Network with DSL/Cable Modem 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 200 Configuring the Triton VoIP Board Public Network Configuration (AltiWare with Public IP Address) Figure 8. AltiWare with Public IP Address Figure 2 shows a network layout in which AltiWare and AltiGatekeeper is installed and running on a host with public IP address 169.254.101.2. The local IP phones, IP Phone 1 and IP Phone 2, use public IP addresses 169.254.101.100 and 169.254.101.101, respectively.
Page 201 Board Configuration The AltiWare and AltiGatekeeper are installed and running at the same host with public IP address 16.254.101.2. When installing AltiGatekeeper, configure as follows: For Public Address: Redirect Address: 169.254.101.2 Enable Private Access: Disabled For Private Address: N/A The public IP address of Router 2 should be configured as the IP address of this IP extension in AltiWare for IP Phone 3.
Page 202 Configuring the Triton VoIP Board When remotely configuring IP Phone 4, you should set up the GKIP or GWIP based on the gatekeeper/gateway mode. In this case, AltiGatekeeper’s/AltiWare’s IP address are the same, 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 203 Board Configuration Router 1 is a NAT router. The local IP phones, IP Phone 1 and IP Phone 2, use the private IP addresses 192.168.1.100 and 192.168.1.101, respectively. There are two remote IP phones: IP Phone 3 with a private IP address 192.168.2.100 connects to the Internet via Router 2, which must also support NAT.
Page 204 Configuring the Triton VoIP Board When configuring remote IP Phone 3, you should set up the GKIP or GWIP based on the gatekeeper/gateway mode. In this case, AltiGatekeeper’s/AltiWare’s IP address are the same, which is Router 1’s public IP address — 169.254.56.169. Note that only ONE (1) IP phone can be behind the NAT and connect to the AltiWare through the NAT.
Page 205 Board Configuration Private and Public Network Configuration (AltiWare with Both Private and Public IP Addresses) (Supported in Release OE 4.5 and higher) Figure 10. 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 206 Configuring the Triton VoIP Board Setup For the Corporate LAN: • AltiWare and AltiGatekeeper The AltiWare and AltiGatekeeper are installed and running at the same multi-homed host with private IP address 192.168.1.2 and public IP address 169.254.101.2. When installing AltiGatekeeper, configure as follows: For Public Address: Redirect Address: 169.254.101.2 Enable Private Address: Enabled...
Page 207 Board Configuration traffic to reach AltiWare. For firewall considerations, refer to page 6-27. For the Remote IP Phone Using NAT: • IP Phone 3 When configuring remote IP phone 3, you should set up the GKIP or GWIP based on the gatekeeper/gateway mode. In this case, AltiGatekeeper’s/AltiWare’s IP address are the same, which is 169.254.101.2.
Page 208 Configuring the Triton VoIP Board VPN Network Configuration (Connecting to AltiWare with VPN) Figure 11. AltiWare with VPN In a small branch office, there are more than one IP phones with private IP addresses that require connection to AltiWare. Due to fact that NAT only allows one IP phone behind it, a VPN solution can be used to meet this requirement.
Page 209 Board Configuration address 192.168.1.100 and 192.168.1.101. And the three remote IP phones, IP Phone 3, IP Phone 4 and IP Phone 5, connect to the branch office network with private IP addresses 192.168.2.100, 192.168.2.101 and 192.168.2.102, respectively. Setup For the Corporate LAN: •...
Page 210 (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. 6-26 AltiWare OE System Installation & Administration Manual...
Page 211: 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 212: Setting Up H.323 Traffic Forwarding For 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 213: Altiware Nat Support Feature
Board Configuration Description 30000 ~ 30001 for RTP/RTCP 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 214: Altigen Ip Phone Nat Support Feature
(AltiWare version 4.6 SP1 or above), the phone has the intelligence to support H.323 cross NAT. But the NAT that is in front of the AltiGen IP phone must be set up according to “Setting up H.323 Traffic Forwarding for NAT” on page 6-28.
Page 215: Setting Up An Altiware-To-Altiware Ip Network
Board Configuration Setting Up an AltiWare-to-AltiWare IP Network Two or more AltiWare systems can be networked together to provide extension-to-extension connections via IP trunk calls. Users may dial a remote AltiWare’s auto attendant or direct dial to an extension, without having to dial out through the PSTN.
Page 216: Board Installation
Configuring the Triton VoIP Board the Number of Dialed Digits to “None.” Refer to “Defining the IP Dialing Table” on page 5-28. Set the VoIP codecs so that servers use the same codec. See “Setting VoIP Codecs” on page 10-12. Repeat steps 1 through 5 for all local and remote AltiWare systems that are to be networked via tie-trunk line connection.
Page 217: Troubleshooting-Common Symptoms And Solutions
Board Configuration The Board Configuration button invokes the Triton VoIP Trunk Properties window, which displays the board serial number and displays line settings. Refer to “Triton VoIP Trunk Configuration” on page 7-13 for more detail. Troubleshooting—Common Symptoms and Solutions The following are some of the most common problems you may encounter and a list of steps to troubleshoot and resolve these problems.
Page 218: Configuring The Triton T1/E1/Pri Board
Configuring the Triton T1/E1/PRI Board protocol for real-time applications used to transport packetized voice packets over the IP network. Check the AltiWare IP Dialing Table for Dialed Digits Length. Refer to “Defining an IP Dialing Table” on page 5-27. Check if Called Extension is a Workgroup or has Multiple Call Waiting Enabled.
Page 219: Service Parameters For T1
When ordering T1 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 T1 with Voice Signaling Protocol: •...
Page 220 Configuring the Triton T1/E1/PRI Board Line Coding: • Alternate Mark Inversion (AMI) • B8ZS (recommended) DNIS, Caller ID - DTMF (Dual Tone Multi-Frequency) Physical Termination - RJ-48X or RJ-48C Wire: 4 wires 800 Service: you decide Termination Impedance - 100 ohms Type of Registered Services Provided BN 1.544 Mbps SF without power DN 1.544 Mbps SF B8ZS without power...
Page 221: 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 222: Service Parameters For E1
When ordering E1 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 E1 with Voice Switch Type: •...
Page 223: Board Configuration
Board Configuration • CRC4 Line Coding: • Alternate Mark Inversion (AMI) • HDB3 (recommended) Physical Termination: RJ-48X or RJ-48C Wire: 4 wires E1 Channel Assignment Data Channels Assignment: 1st channel (channel ID 0) Channels Assignment: 17th channel (channel ID 16) Hunting: Most Idle, Least Idle, Ascend, Descend DNIS Digits: can be 3 to 10 digits CSU/DSU Requirements...
Page 224 Configuring the Triton T1/E1/PRI Board Figure 15. 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 225 Board Configuration • The Board Configuration button invokes a configuration dialog box. Figure 16. Triton T1 Configuration dialog box Figure 17. Triton E1 Configuration dialog box This dialog box displays the board serial number and allows you to reconfigure the Clock Frequency, Digit Duration, and the Firmware File Name.
Page 226: Triton T1 Configuration - Triton T1/Pri/E1 Dialog Box
Configuring the Triton T1/E1/PRI Board • 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. Double clicking a span in this window will invoke a configuration window, as discussed in the following section.
Page 227 Board Configuration Figure 19. Triton E1/PRI Configuration Dialog Box 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.
Page 228 Configuring the Triton T1/E1/PRI Board Table 1: Span Status Error Messages Error Message Meaning Action Layer 1 failure, physi- Check T1/PRI cable L1 failure: <No cal layer; LOS = Ana- and change if neces- Signal (LOS)> log Loss of Signal sary.
Page 229 Board Configuration Table 1: Span Status Error Messages Error Message Meaning Action Layer 2 failure, data Check if D-channel is L2 Failure: <No link layer; no sync flag active or not Sync Flag> has not been detected in data link layer Layer 2 failure, data Check if the data link L2 Failure:...
Page 230 Configuring the Triton T1/E1/PRI Board Setting the Configurable Options • For T1, you can set the Frame Type to either SF or ESF. SF (Superframe Format) consists of twelve (12) consecutive frames. ESF (Extended Superframe Format) consists of twenty-four (24) consecutive frames.
Page 231 Board Configuration T1 Clocking Depending on the configuration of the T1 boards and span for your AltiServ system(s), the System Clock Master setup should be set according to the follow conditions: • If all of the T1 boards are connected to an FXO (Foreign Exchange Office) or CO, the System Clock Master check box must NOT be checked for any of the T1 boards.
Page 232: Setting Up T1, Pri Or E1 Channels On The Triton T1/Pri Board
Configuring the Triton T1/E1/PRI Board Setting up T1, PRI or E1 Channels on the Triton T1/PRI Board Use the T1/PRI Configuration button (see Figure 18) to invoke the T1, PRI or E1 Protocol Configuration window. The Triton T1/PRI/E1 Board can be configured to either T1, ISDN PRI, or E1 through the configuration options within the window.
Page 233 Board Configuration Figure 21. PRI Protocol Configuration window Figure 22. E1 Protocol Configuration window The CH -> Type list displays the channel types. AltiWare OE System Installation & Administration Manual 6-49...
Page 234 Configuring the Triton T1/E1/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. T1-PRI Figure 23.
Page 235 Board Configuration E1-PRI Figure 24. E1-PRI Switch Mode 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 236 Configuring the Triton T1/E1/PRI Board Configuring an ISDN Numbering Plan The ISDN Numbering Plan button invokes the PRI ISDN Numbering Plan dialog box. This function allows you to select how AltiServ will identify and code the Called Number for six different types of calls. This coding instructs the CO on how to interpret the number being sent to it.
Page 237 Board Configuration For each class, select the type of number/numbering plan from the drop- down list: • Type of Number: — Unknown — International — National — Network Specific — Subscriber Number • Numbering Plan: — Unknown — ISDN — National —...
Page 238: Installing A Channel Service Unit (Csu) To The Triton T1 Or T1/E1/Pri Board
Configuring the Triton T1/E1/PRI Board 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.
Page 239: Troubleshooting-Common Symptoms
Board Configuration 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 240 Configuring the Triton T1/E1/PRI Board 6-56 AltiWare OE System Installation & Administration Manual...
Page 241: 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 242: 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 243: 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 244 Setting General Trunk Attributes • 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. Paging is only available for analog (CO) trunks and is used for paging or broadcasting purposes.
Page 245 Trunk Configuration • Description - Descriptive information such as the company name for the assigned Phone Number, or appropriate agency if this trunk provides 911 access. • Trunk Call Predial String - select the Trunk Predial String checkbox to add digits when the trunk is used. •...
Page 246: Quantum Trunk Properties
Setting General Trunk Attributes • 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 247 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 248 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 249: 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 250 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 251: 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 252 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 253: 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 254 Setting General Trunk Attributes H.323 Configuration The primary configuration section for Triton VoIP is H.323 Configuration, with the following settings: Parameter Description FastStart Enable Fast connect feature allowing endpoints to establish channels without waiting for an H.245 connection to be opened. H.450 MWI Enable Message Waiting Indication (MWI) feature which activates a message waiting light on an IP phone to...
Page 255: Rtp Configuration
Trunk Configuration RTP Configuration The second configuration section for Triton VoIP is RTP Configuration, with the following settings: Parameter Description Codec By default, G.711 (provides toll quality digital voice encoding), G.723/G.729 (uses low rate audio encoding to provide near toll quality performance under clean channel conditions) and G.723.1 codecs are automatically enabled.
Page 256 Setting General Trunk Attributes Parameter Description G.711/G.723/G.729 Indicates the delay, in milliseconds, used to buffer Jitter Buffer Range G.711/G.723/G.729 voice packets received from the (ms) IP network. Voice packets sent over the IP network may incur different delays due to network load or congestion.
Page 257: Triton T1/Pri Trunk Properties
Trunk Configuration Triton T1/PRI Trunk Properties To configure a Triton T1/PRI channel, select a Triton T1/PRI channel from the trunk channels list in the Trunk Configuration window, then click the Trunk Properties button or double-click the list entry to view the Triton T1/PRI Trunk Line Properties dialog box.
Page 258 Setting General Trunk Attributes Parameter Description Protocol You can set Protocol to one of the following: • E&M Wink Start (default) • E&M Immediate Start • Ground Start • Loop Start For signaling from one board to another, only FXS (Foreign Exchange Subscriber) is supported.
Page 259 Trunk Configuration Parameter Description Incoming Select up to five incoming symbols to collect from the sequence Caller ID or DID digits: • None • # • * • # or * • Caller ID • DID/DNIS Selecting ‘None’ in any field of the sequence will terminate the sequence and automatically disable subsequent entries in the sequence.
Page 260: Incoming Call Routing
Incoming Call Routing 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 261 Trunk Configuration Figure 9. In Call Routing window, Trunk Configuration Regular Trunk Calls For each trunk—or using Apply to… to apply the settings to multiple trunks—you can set routing for the three time periods defined in the System Configuration Business Hours window (“Setting Business Hours” on page 5-10): •...
Page 262: Outgoing Call Blocking
Outgoing Call Blocking Web IP Calls For web IP calls, you can set routing for the three time periods defined in the System Configuration Business Hours window (“Setting Business Hours” on page 5-10): • During Business Hours • Outside Business Hours •...
Page 263 Trunk Configuration Figure 10. Out Call Routing window, Trunk Configuration If you select Trunk allowed for Outside Calls at Any Time, call restrictions set in System Configuration, Outcall Routing, and Extension Configuration still apply to calls made on the trunk. If you select Outside Calls Allowed According to The Following Schedules, you can then use the Schedule 1, 2, and 3 options to set up to three different time periods during which calls are allowed.
Page 264 Outgoing Call Blocking 7-24 AltiWare OE System Installation & Administration Manual...
Page 265: 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 266: 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 267 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 268: 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 269: 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 270: 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 8-1, there are three AltiWare functions to restrict outcalls, of which the Call Restriction setup of System Configuration takes precedence.
Page 271 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 272 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 273 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 274 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. 8-10 AltiWare OE System Installation &...
Page 275: 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 276 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 277: 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 278: 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 9-5. You don’t need to add a new Auto Attendant if you’re going to use 16 or fewer.
Page 279: 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 9-5. •...
Page 280 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. 9-6 AltiWare OE System Installation &...
Page 281: 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 282 Prompts are numbered in the range of 0–300. The default prompt is 1, a generic greeting. See “Using Pre-Recorded Prompts” on page 9- 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 283: 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 284 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 285: 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 286: 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 287: 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 288 Phrase Management 9-14 AltiWare OE System Installation & Administration Manual...
Page 289: 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 290 • 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 291: 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 292 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 10-4 AltiWare OE System Installation &...
Page 293: 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 294: 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 10- 1.
Page 295 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 296: 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 297: Forced Account Code
Extension and Group Configuration Important Notes: • An Agent Seat License is required any time an agent logs into a workgroup. If an Agent Seat License is not available, the system will not let the agent log in. • Up to 30 agents total in a system is recommended. Forced Account Code These settings determine how callers use any account codes you have established when making outgoing trunk calls.
Page 298: Setting Email Options
Setting up Extensions • Insert Recording Tone— (enabled only when Record On Demand to Ext VM is selected) plays a recording beep to alert the parties that the conversation is being recorded. Note: The recording session starts when the call enters the connected state and ends when hang up or flash is pressed, or when the call is transferred.
Page 299: Setting An Ip Extension
Extension and Group Configuration You can change a Virtual extension to a Physical one, and vice versa, but you cannot change either to a Huntgroup or Workgroup number, nor can you change a huntgroup or workgroup number to another type after it is created.
Page 300 Setting up Extensions Note: AltiGen IP Phone extension users should not activate their IP Phone by logging into voicemail — instead, #27 should be used to log in. Setting VoIP Codecs The default codec for static IP extensions is G.711 with 64 kbps for voice packets.
Page 301 Extension and Group Configuration Figure 4. VoIP Codec Configuration window Parameter Description System Preferred Use the drop-down list to select the preferred codec Codec (G.723/G.729) for the system’s VoIP configuration, either G.723.1 or G.729. Static IP Extensions Lists IP extensions with static IP addressing you have created in the Extension Configuration window Servers Lists other Contact Manager servers you have...
Page 302 Setting up Extensions To set the codec of an IP extension with static IP addressing: Select the extension in the Static IP Extensions list. In the drop-down below the list, select the codec to use for this extension. To set the codec for a connection to another AltiServ server: Select the server in the Servers list.
Page 303 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 304: 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 305 Extension and Group Configuration Parameter Description Caller ID Signal Message format with which to send Caller ID Format information: • None • SDMF—Single Data Message Format for supporting and sending a single data type, such as phone numbers. • MDMF—Multiple Data Message Format for supporting and sending multiple data types, such as name and number information.
Page 306 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 Extension Line properties dialog box Configure the following hardware extension-specific features: Parameter Description Caller ID Signal...
Page 307 Extension and Group Configuration Parameter Description Flash Duration Specifies the Flash Duration time in milliseconds: • 50-600 • 100-700 • 150-800 • 200-900 • 300-1000 Ringing Frequency Specifies the number of rings: 28 or 20 Line Disconnect The loop break desired for answering supervision, Signal either 200 or 600 ms.
Page 308: Phone Display Options
Setting up Extensions Phone Display Options For analog and IP phones, the administrator can select what information is to be displayed. Depending on the number of display lines on the LCD, the phone can be set up to show two lines of specific caller information on the display.
Page 309: Setting Up Groups
Extension and Group Configuration Setting up Groups What is a Huntgroup? The primary use of a huntgroup is similar to that of workgroups — when the huntgroup extension is dialed, the system hunts for an available member extension to which to route the call. You can use huntgroups for various purposes, for example, in selecting a huntgroup as a System Operator.
Page 310: Establishing Group Membership
Setting up Groups The Apply to button is disabled unless there is a change that can be applied to multiple groups, and when you use it to apply changes to multiple groups, it works on only those changed attributes that can be applied. Establishing Group Membership There are two different ways to attach extensions to groups.
Page 311: 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 312 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 313 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 314: Assigning Groups To Extensions
Setting up Groups Supervisor Queue Control When the Allow Call Redirect check box is enabled, this allows a workgroup supervisor to redirect queue calls. Quit Queue Option The queue quit feature gives a caller the option of leaving a workgroup queue at any time by pressing # or 0.
Page 315 Extension and Group Configuration To open the Extension view of the Group window: Select the Virtual or Physical extension number in the list of extensions in the General window. Click the Group tab. The Extension view of the group window opens, with the extension number appearing in the window title bar.
Page 316: Setting Wrapup Time
Setting up Groups To remove groups assigned to a physical or virtual extension: Click the group number(s) in the Member list. Click the Remove button to move them to the Not Member list. Setting Wrapup Time In the Extension view, you can set the Wrapup Time for the selected physical extension.
Page 317: Operation Notes
Extension and Group Configuration To set the extension Inter Call Delay time: Check the Inter Call Delay box. Using the drop-down lists, select the seconds for the delay. The default is 15 seconds. Operation Notes • Conference calling may not work properly when an internal call is made to workgroup that has Ring All Available Members setting.
Page 318 Setting up Station Speed Dialing 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 10-30 AltiWare OE System Installation &...
Page 319: Setting The Mailbox Options
Extension and Group Configuration Editing Speed Dial Entries To add or edit an entry: Double-click the Station Speed ID number you want to work with, or select the number and click Edit. Or click Add to add an entry. A dialog box appears: Select the ID number using the drop-down arrow, type in a name for the Speed Dial entry, then type in the full number as you would dial it,...
Page 320: Setting An Information-Only Mailbox
Setting the Mailbox Options 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 321: Disabling A Mailbox
Selected, the user hears the name of the message Sender Before sender (internal sender only) before listening to Playback recorded AltiGen Voice Mail System messages. Announce Time Selected, the user hears the timestamp (time and Stamp Before date) of each message before playback.
Page 322: Setting Mailbox Capacities
Setting Message Notification Options 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 user’s Messages mailbox. The range is 1–999, defaulting to 100. Mailbox Size Mailbox size in MBs of stored messages.
Page 323: Setting The Message Types For Notification
Extension and Group Configuration 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 324: Setting The Type Of Notification
Setting Message Notification Options Important: If Urgent Voice Messages Only is selected and notification schedule is set to Non-Business Hours, if the extension receives an urgent message that is received and not listened to during normal business hours, the system will perform notification as soon as the system enters non-business hours.
Page 325: Setting Notification Timing
Extension and Group Configuration cellular service provider does not confirm to standard ringback tones. To work around this problem, instruct users to append a few commas (,) to the outcall (cellular) number when entering it. Each comma provides a one second pause.
Page 326: Setting Call Restriction Options
Configuring Calling Restrictions System calling restrictions, discussed under “Defining System Call Restrictions” on page 5-15, specify global restrictions for all extensions, and you cannot override the system settings when you configure extensions. Further, restrictions can be placed on out call routing calls, as discussed in Chapter 8, Out Call Routing Configuration.
Page 327: Setting Other Call Restrictions
Extension and Group Configuration • Internal and Local Calls Only—extension-to-extension and local calls only. • 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.
Page 328: Setting Answering Options
Setting Answering Options 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 329 Extension and Group Configuration To work with extension answering options, select the extension number from the list in the Extension Configuration General window, then click the Answering tab to open the Answering window. Figure 16. Answering Window (Extension View), Extension Configuration AltiWare OE System Installation &...
Page 330 Setting Answering Options Figure 17. Answering Window (Huntgroup View), Extension Configuration 10-42 AltiWare OE System Installation & Administration Manual...
Page 331: 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 332 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 333: Do Not Disturb
Extension and Group Configuration Note: Forwarding calls to a pager is possible but not recommended since callers will only hear what is heard when calling a pager and will not know to enter a return phone number unless instructed. Do Not Disturb •...
Page 334: Setting Call Waiting Options
Setting Answering Options Setting Call Waiting Options Call waiting options are available only if the Enable Busy Call Handling check box has been selected, and this option is not available to group numbers. However, the group pilot number does use the Place Caller in Queue option discussed in the preceding subsection.
Page 335: Setting Huntgroup Handling
Extension and Group Configuration • Forward to Auto Attendant—use the drop-down list to select an Auto Attendant to which to route the call. Auto Attendant settings are established in Auto Attendant Select… on the Management menu. • Forward to Line Park—if configured, select a Line Park group (configured in “Line Park Configuration”...
Page 336: Setting Workgroup Handling
Setting Answering Options • Ring Next Available—an automatic call distribution method that attempts to evenly distribute calls among the huntgroup members. This method sends the call to the next member configured in the huntgroup (regardless of whether the previous member is busy or not). •...
Page 337 Extension and Group Configuration available at any given time. In addition, calls to workgroups that have this option enabled have higher priority than other workgroup calls. Therefore, if an agent belongs to multiple workgroups, one of which has this option enabled, a call to that workgroup will be picked up before others, regardless of its Wait Time in the queue.
Page 338: Configuring One Number Access
Configuring One Number Access • To the Operator • To Line Park—if configured, select a Line Park line (configured in “Line Park Configuration” on page 13-1) from the drop-down list. Setting a Service Level Threshold For workgroup numbers only, you can use the Service Level Threshold scroll box to select the length of time in seconds that a call can be in queue before the call is logged in workgroup performance statistics as having exceeded the allowable service level limits.
Page 339: One Number Access Options
Extension and Group Configuration Figure 19. One Number Access window, Extension 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 340: Call Screening
Configuring One Number Access If you select this last option, Enabled based on the following schedules, you can then select and set up to four different time periods—Schedules 1 through 4—using the From and To time drop-down lists. After choosing any of the enabling options, you set the Verify Caller ID and Forwarding choices, and these are discussed below.
Page 341: Specifying Forwarding Numbers
AltiLink Plus events for the monitored extensions. The monitored list is available in the AltiView and AltiAgent Change Monitor windows, as well as Line Monitoring events in AltiGen SDK. AltiWare OE System Installation & Administration Manual...
Page 342 Setting Up Monitor Lists Restrictions and Defaults • Monitoring is effective for physical and virtual extensions; physical and virtual extensions have monitoring rights, and can be monitored. If you place a physical or virtual extension in a Monitor List, that extension will show in the client user’s Change Monitor window.
Page 343: Configuring A Monitor List
Extension and Group Configuration 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 344 Setting Up Monitor Lists 10-56 AltiWare OE System Installation & Administration Manual...
Page 345: Setting Up Ip Extensions
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 346: System Requirements
Static IP address assigned to each extension configured for an IP connection (recommended, but not required) Client • An AltiGen-certified IP phone device (see “Clients” on page 11-3 for details) • High-speed data connection to the AltiServ system (minimum 64kbps)
Page 347: 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 • AltiView integrated with NetMeeting For details on configuring these devices, see the documentation that AltiGen provides with each.
Page 348 Configuration 11-4 AltiWare OE System Installation & Administration Manual...
Page 349: Alti-Ip 600 Phone Configuration
H A P T E R Alti-IP 600 Phone Configuration AltiWare OE supports the Alti-IP 600 series of IP phones, 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.
Page 350 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 351 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 352 Important: When updating the Alti-IP 600 phone’s firmware, it is recommended that administrators perform any updates after normal business hours or when the IP phone is not in use. If the Alti-IP 600 phone is in use during an update, the call will be disconnected.
Page 353: Line Park Configuration
H A P T E R Line Park Configuration A line park is a new kind of call park method tied to trunks and Alti-IP phones. A set of lines, defined as a Line Park Group, where trunk or extension incoming calls can be directly routed to the Line Park Group. Extensions and agents can park calls in the Line Park Group and anyone can pick up parked calls using #51.
Page 354 To set up a Line Park Group: Open the Line Park Configuration window. In the Group field (left side of window), click the Add button, then enter a name in the Add Line Park dialog box, and click OK. Figure 2. Add Line Park dialog box In the Member Lines field, use the Add button to add members to the Line Park Group.
Page 355: Paging Group Configuration
H A P T E R Paging Group Configuration A paging group is a set of extensions using Alti-IP 600 phones that can receive station paging. Any extension user can use #46 (Paging for IP Phones feature code) to page this group. By default, any member added to a paging group will automatically have logged in status.
Page 356 To set up a Paging Group: In the General window of Paging Group Configuration. click the Add button, then enter a number for the paging group in the Add New Group dialog box and click OK. Figure 2. Add Line Park dialog box In the Group Information field, type in the following: •...
Page 357 Paging Group Configuration To Activate IP Paging: Press #46 followed by huntgroup number on your IP phone. Note: Both analog and IP phones can initiate paging over IP. However, only IP phones can receive group paging. Also, you cannot set up a speed dial on the Alti-IP 600 phone for group paging.
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Page 359: 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 360: Configuring Music On Hold And Recorded Announcements
• The default music on hold file can be replaced with AltiGen’s ADPCM or PCM format. To convert a .wav file to AltiGen ADPCM format, run wav2alt.exe (available at AltiGen’s web site). To convert a .wav file to PCM format, run AltiPCM.exe (available at AltiGen’s web site). Once the .wav file is converted, rename the file to “MusicOnWaiting”...
Page 361: Setting Greeting And Update Prompts
Additional Setup In the Audio Peripheral Configuration window, check the Enable Callers on Hold or In Queue to Listen to Music or Recorded Announcement check box and use the drop-down list to select the 30- Port IP board. Setting Greeting and Update Prompts To play a prompt before placing the caller into a hold queue: Select the Play Prompt Before…...
Page 362: Mvip Clock Configuration
MVIP Clock Configuration MVIP Clock Configuration Figure 2. MVIP Configuration Dialog Box The Clock Configuration dialog box (see Figure 2) allows the system administrator to automatically run the MVIP test tool at start up, and to automatically or manually choose the master board. If the Automatically run MVIP test tool at startup option is checked, you can further enable testing of the following options—Connection Memory, Connection Register, Data Memory and Cross Talk.
Page 363: 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.
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Page 365: 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 366: 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 367: 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 368: 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 16-1, then select the Restore icon to view the Restore Configuration dialog box. Figure 4.
Page 369: 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 370: 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 371: 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 372: 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 373: 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 374: 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 375: 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 376: 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 377 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 378 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 379 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 380 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 381: 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 382: 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 383: 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 384 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 385: 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 386 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 387: 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 388: 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 389: 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 390 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 391 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 392 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 393 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 394: 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 395 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 396 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 397: 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 398: 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 399: 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 400: 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 401 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 402: 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 403 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 404 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 405: 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 406 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 407: 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 18-17.) Enabling the Exchange Server (Same as settings for Exchange Server for Windows NT 4.0 Integration;...
Page 408 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. 18-36 AltiWare OE System Installation & Administration Manual...
Page 409: 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 410: 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 411: 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 412: 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 413: 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 414 Changing TAPI Configuration Parameters 19-4 AltiWare OE System Installation & Administration Manual...
Page 415: Tools And Applications
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 • 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 and Applications Status Description 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 Password Expired Password is expired Attacked...
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: Ppendix
P P E N D I X E1-R2 and T1/E1 ISDN PRI Installations E1 R2 CAS Installation This section describes the configuration procedures necessary to implement E1 R2 digital signaling for European, Pacific Rim, and other emerging markets. Please carefully follow the procedures step by step. Important: When changing from E1 to T1, then back to E1, trunk channel properties will be reset to default values.
Page 420 E1 R2 CAS Installation In the Triton E1Configuration window, check the properties of the E1 trunk and consult your CO for “Frame Type,” “Line Code,” or “Zero Code Suppression.” Do not check the System Clock Master check box because the CO is a clock provider, and our system is synchronized to the CO.
Page 421 E1-R2 and T1/E1 ISDN PRI Installations • Incoming sequences - select check box and configure the sequence according to Table 1. • In-call signaling - configure the in-call signaling value according to Table 1. Figure 3. Signaling Layer The circled fields in Figure 3 represent values that depend on your country and its corresponding trunk property.
Page 422 E1 R2 CAS Installation 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...
Page 423 E1-R2 and T1/E1 ISDN PRI Installations 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 424 E1 R2 CAS Installation 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...
Page 425 E1-R2 and T1/E1 ISDN PRI Installations 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...
Page 426 E1 R2 CAS Installation 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...
Page 427 E1-R2 and T1/E1 ISDN PRI Installations Table 1: Foreign Countries/Signaling Values Country Signaling Values Colombia MFC-R2 Set calling part category: 2 [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...
Page 428 E1 R2 CAS Installation Table 1: Foreign Countries/Signaling Values Country Signaling Values Ecuador MFC-LME Set calling part category: 2 [The switch doesn't support caller ID transmission]: 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 429 E1-R2 and T1/E1 ISDN PRI Installations Table 1: Foreign Countries/Signaling Values Country Signaling Values Panamá / 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...
Page 430 T1/E1 ISDN PRI Installation 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...
Page 431 E1-R2 and T1/E1 ISDN PRI Installations Step 2: Data Link Layer Select the switch mode according to your country. Our system can provide several countries according to T1-PRI or E1-PRI. The selections of “B Channel Maintenance Message” depend on what country you reside in.
Page 432: T1/E1 Isdn Pri Installation
T1/E1 ISDN PRI Installation B Channel Maintenance Country Protocol Supported Message Setting Italy ETSI Restart Japan NTT INS1500 Restart Korea ETSI None Macedonia ETSI Restart Mexico ETSI Restart Netherlands ETSI Restart Nordic ETSI Restart Poland ETSI Restart Russia ETSI Restart Saudi Arabia ETSI Restart...
Page 433: 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 434: 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 435 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 436: 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 437 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 438 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 439: 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 440 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 441: 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 and Triton products. AltiServ - an advanced, highly integrated business and computer telephony platform that consists of a Quantum and/or Triton card and AltiWare software working in a PC/Server running under Windows NT.
Page 442 card - printed circuit assembly. CCIS - Common Channel Interoffice Signaling. A method of carrying telephone signaling information along a path different to the path used to carry voice. Central Office (CO) - a switching system that connects lines to lines, lines to trunks, and trunks to trunks.
Page 443 database - a collection of related data that can be immediately accessed and operated upon by a data processing system for a specific purpose. DC - direct current. The flow of free electrons in one direction with an electrical conductor, such as wire. Default - the preset value from the factory or the software writer that the program or equipment comes with.
Page 444 en-bloc dialing - dialing scheme that allows the terminal to include all the digits required to complete a call. environmental subsystem - A protected subsystem (server) that provides an application programming interface (API) and environment - such as Win32, MS-DOS, POSIX, or OS/2 - on Windows NT. Ethernet - a communications protocol used in local area networks to connect computers, terminals, printers, etc., typically located within the same building.
Page 445 G.723.1 - speech encoding/decoding standard at 5.6 Kbps or 6.3 Kbps. G.729 - ITU standard algorithm speech encoding/decoding at 8 Kbps. G.729A - simplified G.729 G.729B - silence suppresion scheme for G.729 G.729AB - the combination of G.729A + G.729B GMT - Greenwich Mean Time.
Page 446 keyboard - system interface for communication. A group of numeric keys, alphabetic keys, or function keys used for entering information into a terminal and into the system. Usually patterned after the QWERTY keyboard layout. This term is derived from the sequence of the first six keys in the first row of alphabetic keys. Language Server - allows the ability to record and play phrases in different foreign languages without requiring any software changes.
Page 447 network - A configuration of data processing and/or telecommunication devices and software connected for information exchange. 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.
Page 448 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 449 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. queue - a collection of calls waiting to be served. Queued calls in AltiWare are handled on a first-in, first-out basis.
Page 450 - this feature redirects a call to another extension, Mail System , or operator. Triton - 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 451 USB - Universal Serial Bus. 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 452 G-12 AltiWare OE System Installation & Administration Manual...
Page 453 AltiGen Communications, Inc. AM schedule 5-12 address 1-ii AMI (Alternate Mark AltiGen IP phone configuration 12-1 Inversion) 6-46 AltiGen IP phone NAT support 6-30 analog G-1 AltiGen Switching Service 3-20 Analog board 6-4 AltiWare OE System Installation & Administration Manual I-1...
Page 454 Index announcement database 3-47 time stamp 10-33 system data 16-1 answer options 10-46 bandwidth answering WAN 6-8 huntgroup call handling 10-47 Basic CallRouter 1-31 workgroup call handling 10-48 Bell 6-46 apply to 1-23 binary 8 zero substitution Apply to, and trunks 7-3 (B8Z8) 6-46 Apply To, multiple extensions 10-3, blocking all outgoing calls 5-17...
Page 455 Index call log window 4-9 codec call park 1-9, 1-13, 1-28 G.711 1-26 system 1-13 G.723.1 1-26 call parking 5-4 collecting caller ID and DID call pickup 1-11 digits 1-25, 7-18 workgroup 1-15 COM Server 3-20 call recording options 10-10 conference call reports 5-20 bridge option 5-4...
Page 456 Index installation 2-12 dial by name 1-18 copy from name directory 1-19 IP phone 12-4 distinctive call waiting 1-10, 10-33 Country 5-3 distinctive ringing 1-10, 5-3 creating distinctive ringing for workgroup NT Emergency Repair Disk 3-45 calls 1-15 CSU 6-36, 6-38, 6-39 distribution list 5-33 CSU installation 6-54 DNIS...
Page 457 Index NT 3-45 speed dial 10-29 enable types defined 10-1 multiple call waiting 10-46 virtual 1-14, 10-1 One Number Access 10-47 definition G-11 enable AltiServ NAT support for workgroup pilot number 10-1 H.323 7-14 extension activity 5-35 enable call screening 10-52 extension activity display 1-10 enable distinctive ring 5-3 extension activity greeting 1-10...
Page 458 Index FXS G-4 basic requirements 2-1 FXS (Foreign Exchange hardware status 4-5 Subscriber) 7-18 installation 2-1 cooling fan 2-12 operating environment 2-3, 2-13, 2-14, 2-15 G.711 1-26 system requirements 2-1 jitter buffer range 7-16 uninterrupted power supply 2-3 RTP packet length 7-16 Help menu 4-3 G.711/G.723 silence helper applications 18-3...
Page 459 Index (CSU) 6-54 integrating Exchange Server 18-10– Jam Bit 8 6-46 18-28 jitter integration average 4-10 administration 1-27 average statistic 17-4 Exchange 1-22 buffer 1-27 VoIP gateway 1-27 Jitter Buffer 6-9 intercom jitter buffer 7-16 distinctive call waiting 1-10 G.711 7-16 hands free mode 1-11 G.723 7-16 intercom call 1-11...
Page 460 MDMF (Multiple Data Message Format) 7-9, 10-17, 10-18 menu, AltiAdmin main 4-3 NAT 6-10 message NAT support 6-29, 7-14 length 10-34 AltiGen IP phone 6-30 maximum number of 10-34 navigating AltiAdmin 4-1, 4-12 notification 1-20, 10-35 network for email messages 10-35 address 18-2...
Page 461 Index AltiWare OE 3-12 Packets Sent 4-10 no answer handling 10-46 pager notification 10-36 North American Numbering paging 1-12, 15-3 Plan G-7 paging group notification configuration 14-1 message 10-35 password 3-46, 4-1 email 10-35 changing 4-11 schedule 10-37 extension 10-6 notification type and timing 10-37 password, change 4-11 NT service...
Page 462 Index ping 6-33 transport protocol 18-1 platform PSTN 6-31 for AltiServ 1-4 push web URL 9-8 selection 2-1 selection guidelines 2-11 playback message 10-33 quality of service (QoS) 6-8 playing music from a file 15-2 Quantum PM schedule 5-12 line properties 10-16 poor voice quality 6-33 trunk properties 7-6 POP3 5-25, 18-2, G-8...
Page 463 Index Reports menu 4-3 Exchange 5-27 reports, call logs 5-20 Exchange integration 1-22 reports, system 17-1–17-4 file G-4 requirements server IP address 5-30 basic AltiServ platform 2-1 service level 4-9 requirements, system hardware 2-1 service level threshold 10-50 Reset button 4-6, 4-8 service parameters 6-37, 6-38 resetting cumulative statistics 17-4 service provider...
Page 464 Index specifications system call park 5-4 functional 2-4 system callback 1-28 Quantum board 2-4 system clock master 6-46 Triton Analog Extension System Configuration icon 4-3 board 2-5 System Help icon 4-4 Triton Resource board 2-8 System ID 5-2 Triton T1/E1/PRI board 2-7 system key 2-1 speed dial 1-13 system limitations 2-10...
Page 465 Index escalation procedures B-2 troubleshooting TEI (terminal endpoint cannot make connection 6-33 identifier) 6-54 loop-back test 6-33 tenant table 5-33 poor voice quality 6-33 terminal endpoint identifier VoIP board 6-33–6-34 (TEI) 6-54 troubleshooting T1/PRI 6-55 Third party applications 3-3 trunk tie trunk 7-5 access code 7-3, 7-6 tie trunks 5-18...
Page 466 Index UDP 6-10 wait 4-8 unanswered calls 10-46 waiting time 4-8 uninstall AltiWare 3-48 uninterrupted power supply bandwidth 6-8 (UPS) 2-3 router configuration 6-9 unsupported licenses 3-6 warranty 1-xxxi update prompts 15-3 extended warranty 1-xxxii upgrading how to get service 1-xxxii AltiWare OE 3-19 web IP calls 7-22 UPS 2-3...
Page 467 Index AltiWare OE System Installation & Administration Manual I-15...
Page 468: Index
Index I-16 AltiWare OE System Installation & Administration Manual...
Page 469: Readers Comment Form
Readers Comment Form AltiWare OE Release 5.0 AltiWare 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 470 COMMENTS: Mail to: AltiGen Communications, Inc. 4555 Cushing Pkwy. 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...

Altigen AltiWare OE/ACC Version 5.0 Administration Manual

Preface: about this Manual

Chapter 1 Altiserv Office Solutions

Overview

Chapter 2 System Requirements

Chapter 3 Software Installation

Software License Activation and Registration

Chapter 4 Getting Around Altiadmin

Chapter 5 System Configuration

Chapter 6 Board Configuration

Chapter 7 Trunk Configuration

Chapter 8 Out Call Routing Configuration

Chapter 9 Auto Attendant Configuration

Chapter 10 Extension and Group Configuration

Chapter 11 Setting up IP Extensions

Chapter 12

Alti-IP 600 Phone Configuration

Chapter 13

Line Park Configuration

Chapter 14

Paging Group Configuration

Additional Setup

Chapter 16 System Data Management

Chapter 17 System Report Management

Chapter 18 Data and Internet Integration

Quick Links

Troubleshooting

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Summary of Contents for Altigen AltiWare OE/ACC Version 5.0