Altigen AltiContact Manager Version 5.0 Administration Manual

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AltiContact Manager

Version 5.0

Administration Manual

Revised 12/2004 4413-0001-5.0

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Page 1 ™ AltiContact Manager Version 5.0 Administration Manual Revised 12/2004 4413-0001-5.0...
Page 2 WARNING! Toll fraud is committed when individuals unlawfully gain access to customer telecommunication systems. 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
Contents Preface: About This Manual ......1-xxix Chapter 1 Overview ........1-1 Key AltiContact Manager Characteristics .
Page 4 Installing a Cooling Fan ......2-13 Proper Board Handling Procedures ....2-14 Electrostatic Discharge (ESD) Warning .
Page 5 AltiContact Manager Administrator ....4-1 Logging in for the First Time ......4-1 The AltiContact Manager Main Window 2 The Main Menu .
Page 6 Setting the TDM Bus Mode ......5-25 CT-Bus Clock Configuration ......5-25 Audio Peripheral Configuration .
Page 7 Incoming Call Routing ......7-20 Outgoing Call Blocking ......7-22 Chapter 8 Voice Mail Configuration .
Page 8 Working with Route Definitions ..... 10-2 Setting Default Routes ......10-4 About Call Routing and 911 Calls .
Page 9 Phone Display Options......13-15 Setting Up Groups ....... 13-16 Setting up Station Speed Dialing .
Page 10 Setting Call Restrictions ......14-5 Establishing Huntgroup Membership ....14-5 Adding Extensions to Huntgroups .
Page 11 Mail Forwarding Options ......15-15 Setting Message Playback Options ....15-15 Setting Mailbox Capacities .
Page 12 Paging Group Configuration ..... . . 19-1 Chapter 20 Application Extension Configuration ....20-1 Application Extension Setup .
Page 13 Chapter 25 Tools and Applications ......25-1 Work/Hunt Group Converter ......25-1 Configuration Reader .
Page 14 xii AltiContact Manager Administration Manual...
Page 15: Limitation Of Liability
Liability & Warranty Limitation of Liability Except for personal injury, direct damages to tangible personal property proximately caused by AltiGen products and liability otherwise expressly assumed in a written agreement signed by AltiGen, the liability of AltiGen, its affiliates, suppliers, and authorized resellers for any claims, losses, damages, or expenses from any cause whatsoever (including acts of omission of third parties), regardless of the form of action, whether in contract, tort or otherwise, shall not exceed an amount equal to the lesser of the direct damages proven or the purchase price...
Page 16: Service Requirements
The telephone number to which this unit is connected. The ringer equivalence number. [0.0B] The USOC jack required. [RJ11C] The FCC Registration Number. [see label on board] Industry Canada (Industrie Canada) Certification Number. [see label on board] Items (b) and (d) are indicated on the label. The Ringer Equivalence Number (REN) is used to determine how many devices can be connected to your telephone line.
Page 17 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 18: 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 AltiWare system returns answer supervision to the PSTN when DID calls are: •...
Page 19 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 20 • 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 21 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 22 • 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 23 UL Regulatory Safety Requirements (Requisitos Reglamentarios de Seguridad de La Asociación de Aseguradores (UL)/Sicherheitserfordernisse gemäß UL (Underwriter's Laboratories, Inc.)) Host Computer Model AltiGen/AltiWare apparatus is approved for connection to Telecommunications Systems specified in these instructions for use subject to the conditions set out in them. Any other usage will INVALIDATE this approval.
Page 24 For a host or other expansion card fitted in the host, using or generating voltages greater than 300V (rms or dc), advice from a competent safety engineer must be obtained before installation of the relevant equipment. Any other usage will INVALIDATE the approval of the apparatus, if as a result, it then ceases to conform to the standards against which approval was granted.
Page 25 peligroso es aquel que excede de 42.4 voltios, en su valor máximo de cresta en la corriente alterna o, de 60 voltios, en su valor máximo de cresta en la corriente directa. Si tiene usted alguna duda, obtenga asesoría de un ingeniero competente, antes de instalar otros adaptadores en la máquina principal.
Page 26 Die Hauptgerät ISA Bus Kontaktanschlüsse B1, B10, oder B31 (Randstecker auf CPU 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 27 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 28 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 29 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 30 Sowohl Stromversorgungskabel als auch Gerät oder Anlage müssen geerdet sein. Das Zusatz-Geräteerdungskabel darf nicht dünner sein als die ungeerdete Verzweigungsleitung (8 AWG minimum, empfohlen 6 AWG). Es ist mit dem dafür vorgesehenen Anschluß derartig zu verbinden, daß eine Erdung auch dann weiter besteht, wenn das Stromversorgungskabel aus dem Stecker gezogen ist.
Page 31 11. Connect a fixed earth from the PC to a suitable premises fixed earthing point. Note that the earth cable must be at least the same gauge as the live wire of the main cord and fixed to the earth terminal and the rear of the PC. (6 AWG recommended, 8 AWG minimum.) 12.
Page 32 principal y, que el mismo debe de encontrarse conectado a la terminal de aterrizada y a la parte posterior de la computadora. (Se recomienda el cable calibre 6 AWG, u 8 AWG, como mínimo). 12. Conecte el cable que se le suministra con la tarjeta AltiServ al conector sub-miniatura tipo D (25 clavijas) de la tarjeta AltiServ y el conector al Tablero de Conexiones del Modular RJ-11.
Page 33 Stärke wie der unter Spannung stehende Draht des Hauptkabels hat und an den Erdanschluß und an den PC angeschlossen ist. (6 AWG empfohlen, 8 AWG minimum.) 13. Anschluß zwischen dem mit dem AltiServ gelieferten Kabel, dem "D-type sub- miniature" (25 pin-Kontaktanschlüsse) Stecker auf der AltiServ Karte und dem Stecker des modularen RJ-11 Steckfeldes erstellen 14.
Page 34 How to Obtain Service End user customers should contact your Authorized AltiGen Dealer for service. Authorized AltiGen Dealers must follow the steps below for service: Take or ship the product (shipment prepaid) to your AltiGen distributor or to AltiGen Communications, Inc. All materials being returned to AltiGen must have an associated RMA number.
Page 35: Preface: About This Manual
Preface: About This Manual This guide is designed for dealers, administrators, and technicians who are responsible for installation, configuration, and administration of an AltiContact Manager system. Another manual, the AltiServ User Guide, covers the AltiContact Manager end user features and functions such as call handling, voice mail, and web interface.
Page 36: Line Park Configuration
Chapter 12, CallCenter Configuration, describes configuration for call centers. Chapter 13, Agent Configuration, describes configuration for agent extensions. Chapter 14, Huntgroup Configuration, describes configuration for huntgroup functions and features. Chapter 15, Workgroup Configuration, describes configuration for workgroups. Chapter 16, Setting Up IP Extensions, outlines procedures for setting up IP extensions using AltiGen-certified clients.
Page 37: Related Publications
Related Publications Related publications include: • AltiView Manual • AltiConsole Manual • AltiAgent Manual • AltiSupervisor Manual • CDR Manual • Alti-IP 600 Manual • Alti-MSCRM Manual AltiContact Manager Administration Manual xxxi...
Page 38 xxxii AltiContact Manager Administration Manual...
Page 39: Overview
H A P T E R Overview AltiContact Manager is AltiGen’s new powerful turnkey, hardware/ ™ software multi-channel IP Contact Center platform targeted at the formal small to midsize contact center market of 10-500 agents. The product is designed to provide contact centers with the essentials to service, respond and track performance of contact professionals.
Page 40 • Unified Messaging integrating voice with E-Mail and third party fax, e-mail server • Easy to use IVR with capability to answer PSTN and Web calls • Enhanced ACD • Built-in CRM screen-pop with popular applications like Goldmine, ACT, Microsoft Outlook and Microsoft CRM •...
Page 41: Key Alticontact Manager Characteristics
Overview • IVR • Line park • Group paging • Email Server • Configurable Emergency Number • Call Detail Reports (CDR) • Internet Integration • TAPI (Telephony API) Service Provider • Voice over IP • Digital T1/PRI/E1 Integration • Tie Trunks with Caller ID •...
Page 42 Key AltiContact Manager Characteristics The Quantum telephony board has 12 analog ports, eight (8) of which are voice channels, so eight ports can listen to voicemail simultaneously. Additional Quantum boards can be added to meet larger system requirements. The maximum number of Quantum boards in one system is up to 16 boards and depends on the number of ISA slots available and the selected computer platform performance characteristics.
Page 43 Overview • Provides adaptive balance and selectable impedance • Analog and digital loop back test modes • Tip and ring reversal • FSK message lamp • 5V PCI slot is required for each Triton Analog Extension Board. • Recording capability —...
Page 44: Call Center/Ip Pbx Features
Key AltiContact Manager Characteristics Call Center/IP PBX Features The Call Center/IP PBX features include telephone switching for making calls, answering calls, and transferring calls. For more sophisticated business applications, AltiContact Manager provides advanced features such as group call routing, multiple trunk and route access codes, scheduled call routing, and flexible call restrictions.
Page 45 Overview • Call Park and Pick Up - users can park calls at one station to be picked up at another station. Up to 50 calls may be parked at one station simultaneously. Calls parked to a group are protected. Only group agents or the person who parked the call can pick it up.
Page 46 Key AltiContact Manager Characteristics recording files include Caller ID, DNIS, Workgroup Number and CDR Session ID in the file name for easier record searching. • Dial Last Caller - allows user to dial the last caller. • Hands Free Mode - allows user to leave handset off-hook without having to hear the dial tone.
Page 47 Overview • Hands Free (Manual Answer) Mode - by pressing #82, allows an AltiView user to leave handset off-hook without having to hear the dial tone. All calls can be answered from an AltiView GUI. • 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.
Page 48 Key AltiContact Manager Characteristics • Live Call Handling—allows an extension user to hear ringback tone when the called party is in voice mail, paging, transfer, or conference state. The call is shown as “ringing” in AltiConsole. • Multiple Call Waiting with Personalized Greetings - a personal queue that allows users to handle multiple incoming calls by letting callers wait in queue until the user answers the call.
Page 49 Overview • Overhead Paging by Trunk - allows the use of voice paging or broadcasting through a trunk without checking call progress. • Personal Call Park and Pick Up - users can park calls at one station to be picked up at another station. Up to 50 calls may be parked at one station simultaneously.
Page 50: Automatic Call Distribution Features
Key AltiContact Manager Characteristics • System Callback from IVR - allows the user to instruct AltiContact Manager to call the user at a remote location after the user logs in with extension and password. This is useful for traveling users who don’t want to accrue expensive toll charges while traveling, especially from international locations where there is no access to toll-free numbers.
Page 51 Overview — advanced queue overflow for configuration of overflow conditions and actions After Hours Handling for Workgroups - a workgroup can be assigned a Business Hours Profile through ACM Admin. Also, after hours routing decisions can be configured for each day of the week.
Page 52 Key AltiContact Manager Characteristics •Dialed Digit Translation - allows the administrator to select a single dialed digit that can be assigned to route a call to any destination. Distinctive Ringing for Workgroup Calls - allows workgroup incoming calls to use a different ringing cadence from normal calls.
Page 53 Overview Picking/Transferring Calls from Group Queue - enables an extension to pick any call in queue using AltiAgent or AltiConsole. AltiSupervisor is also able to transfer a workgroup queued call to any extension, workgroup, IVR, voicemail or outside number. Priority Queuing - allows for calls in queue to be associated with priority.
Page 54 Key AltiContact Manager Characteristics • One External Logger Service can run on the system, while Internal Logger Service is running. Also, a configurable Authentication String between external loggers and the system is added to allow extra security. • Workgroup Call Routing - for special call handling applications, incoming calls can be routed to a group.
Page 55: Ivr Features
Overview • Workgroup Monitoring - 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 ACM Admin or remotely through AltiReach.
Page 56: Altigen Voice Mail Features
Key AltiContact Manager Characteristics • Direct Station Transfer - allows the IVR to handle all incoming calls instead of being answered by an operator. Callers can dial an extension number to reach a specific station or use the name directory to find an extension number.
Page 57 Overview • Call Forwarding from Voice Mail - users can set up Call Forwarding from within the AltiGen Voice Mail System. This allows users to set up Call Forwarding away from the office and without having to access AltiReach or AltiView. •...
Page 58: Internet Integration Features
Key AltiContact Manager Characteristics • Personal/Activity Greeting - allows users to record personal and/or activity greetings in their own voice to be played when callers reach their voice mail. • Priority Delivery - allows users to determine the priority of message delivery such as normal or urgent.
Page 59 Overview • Built-in E-mail Server - a complete SMTP/POP3 email server is built into the AltiContact Manager system so that all you need is an SMTP/ POP3 email client to send and retrieve Internet email. The system allows use of alpha character-based passwords. •...
Page 60: System Administration Features
Key AltiContact Manager Characteristics System Administration Features System Administration features include: • Access Restriction - allows administrators control over system user access to features and trunks. • ACM Remote Administration - a version of the AltiContact Manager Administrator application that can be installed on a Windows 2000 or Windows NT 4.0 client computer with Service Pack 6a (or higher) installed and used on the LAN to remotely administer one or more AltiContact Manager systems.
Page 61 Overview E-911 Calling Support - allows an administrator to designate a number of trunks (Quantum Analog, Triton Analog, or PRI) for dedicated E-911 use. CAMA trunks are supported by Quantum analog and Triton analog trunks. • Email and Voice Mail Storage - can be placed on drives other than the AltiContact Manager server.
Page 62: T1/Pri/E1 Features
Key AltiContact Manager Characteristics Scheduled Agent Auto Logout - allows an administrator to automatically logout all workgroup agents based on up to three (3) scheduled times. • Split Area Code Support - allows you to identify area codes and prefixes that are exceptions to the standards of how area codes and long distance prefixes are normally used.
Page 63: Voice Over Ip Features
Overview • Collecting Caller Name for PRI - PRI Caller Name feature is incorporated, compliant to NI-2 standard. • Support for E1/PRI Voice over IP Features Voice over IP features include: • ACM Administrator Remote Administration - remote AltiContact Manager locations can be managed using ACM Administrator. •...
Page 64 Key AltiContact Manager Characteristics • G.723.1 Codec - a dual rate audio encoding standard, which provides near toll quality performance under clean channel conditions. VAD (Voice Activity Detection) capability is also included to suppress silence packets. G.729 A+B Codec - speech data encoding/decoding standard of 8 Kbps;...
Page 65: Voice Over Ip Session Support Alticontact Manager Features
Overview IP Group Paging - allows the use of group voice paging to Alti-IP 600 phone users in a group. • Release Link Tie - when transferring between two systems through IP tie trunks, the trunks can be released by pressing FLASH *. •...
Page 66: Altiware Tools
Key AltiContact Manager Characteristics • Automatic Call Distribution • IVR • System Call Back • Calling Out from Voice Mail • Zoomerang • Dial Last Caller • Speed Dialing • Call Accounting • Caller ID • Voice Mail • MS Exchange Integration •...
Page 67: Optional Add-On Software
Overview — Multiple extensions/groups relocation • Extension Phrases Replicator - allows you to synchronize extension phrases in a multi-system environment. The tool will manually or automatically synchronize all extensions’ names and greeting phrases between all AltiWare servers specified in EPR. Once installed, EPR runs using a new service —...
Page 68 Key AltiContact Manager Characteristics — Release IP Link tie option added to configuration — Automatic version upgrade during startup • AltiAgent - a workgroup user version of AltiView; in addition to ™ AltiView features, also provides call statistics, call wrap up with data entries, logon/logoff with reason codes and agent ready/not ready status.
Page 69: Optional Add-On Products
Overview • CallRouter - a call handling application that uses ACM Administrator Auto IVR and AltiAPI Data Directed Routing features to match incoming trunk call data against customer records built using the Call Router GUI. The Call Router Advanced license gives additional features including dynamic searching of DNS data to match against incoming call data, and workgroup call queue announcements.
Page 70 Key AltiContact Manager Characteristics — Queue Management APIs — Extension relocation — AltiView/AltiAgent ActiveX MakeCall API 1-32 AltiContact Manager Administration Manual...
Page 71: System Requirements
H A P T E R System Requirements Hardware Requirements AltiContact Manager hardware requirements depend on the number of extensions (lines) and trunks your site requires. Refer to Table 6 on page 2- 12 for AltiContact Manager platform selection. System Key Requirement AltiContact Manager requires a system key in order to function.
Page 72 — Windows 2000 Professional with SP4 and above (SmallOffice and AltiServ1 IP only) — Windows Server 2003 Note: If installing AltiContact Manager for the first time and you wish to use the software with Windows 2000, you must already be running Windows 2000 prior to the AltiContact Manager software installation.
Page 73: Proper Grounding And Loop Current
System Requirements • The maximum AltiContact Manager extension and trunk traffic anticipated • The number of simultaneous client software connections Table 7, “Individual Board Power Requirements,” on page 2-13 shows the AltiContact Manager system requirements guidelines depending on the number of AltiGen boards that will be installed. Proper Grounding and Loop Current Proper grounding is essential for any PBX system.
Page 74: Altigen Telephony Boards
• 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. The following table contains the operating specifications for the AltiGen telephony board.
Page 75: Functional Specifications
System Requirements Functional Specifications Quantum Board Each Quantum telephony board has eight voice channels, so eight ports can listen to voicemail simultaneously. One port will remain active even if the system has a power failure. The I/O switch is factory preset as shown below. Change this setting only if there is a hardware conflict.
Page 76 Triton Analog Extension Board The Triton Analog Extension telephony board has a dedicated voice channel for every extension port and FSK-only message waiting LED Indicators LED 1B LED 1A Status 5V is OK; 12V is OK – normal operation Power cable not plugged in 5V less than 4.5V but more than 3V –...
Page 77 System Requirements Triton Analog Trunk Board The Triton Analog Trunk board comes in two models: Loop Start/Ground Start (LS/GS) and Loop Start only (LS). It supports 12 analog trunks and offers FSK Caller ID receiving, Centrex flash, and voice/silence activated answer supervision.
Page 78 • PCI Bus Triton T1/PRI Board LED Indicators Green LED Red LED Status No power Normal operation No signal Flashing Faulty signal with frame synchronization* Flashing Faulty signal without frame synchronization Alternating Alternating Frame slips in normal operation *Faulty signals include the following: yellow alarm, bipolar violation, or frame error. The Triton T1/PRI telephony board, which supports either T1, E1 or PRI through software configuration, has the following functional characteristics:...
Page 79: Altigen Board Installation
System Requirements AltiGen Board Installation Always install Triton and Quantum boards and attach MVIP and power cables prior to powering server on. Failure to do so may result in damage to the board. When removing or connecting the MVIP cable, do so with a slow, vertical motion.
Page 80 Table 4. AltiGen Telephony Board Options Board Model Number Description (Tarjeta/ (No. de (Descripcion/ Karte) Modelo/Modell Nummer) Beschreibung) ALTI-CD0408UD- 4 trunks/troncales (Haupt and 8 Quantum SPH001 extensions/extensiones/ Nebenanschlüsse) ALTI-CD0804UD- 8 trunks/troncales (Haupt and 4 Quantum SPH001 extensions/extensiones/ Nebenanschlüsse) ALTI-CD0012UD- 12 extensions (extensiones/ Quantum SPH001...
Page 81: System Limitations
System Requirements Available in the Americas and Caribbean only./Disponible en las Américas y en el Caribe únicamente./Nur in Nord-und Südamerika und der Karibik erhältlich. System Limitations Note the following limitations for board installation and Triton VoIP board and port combinations. Table 5.
Page 82: Power Requirements
ACM System Configuration Guidelines* Table 6. System Selection Minimum Guidelines 1–3 IDE/ Single 300W 15A 6A or SCSI better 4–6 850+ Single 400W ATA- or Dual 100/ 400W load SCSI sharing rec- ommended 7–16 2 GB Dual 400W with 1 ATA- with load 100/...
Page 83: Heat Factor
System Requirements Table 7. Individual Board Power Requirements Slot Type /Tipo Ranura/ Board +12V /Tarjeta/Karte Steckplatz Quantum 1.6A 1.4A Triton Analog Extension 1.6A 1.2A* Triton Analog Trunk LS/GS 1.6A 0.25A Triton Analog Trunk LS 1.6A Triton VoIP 1.6A Triton T1/PRI 1.6A Triton T1/E1 PRI 1.6A...
Page 84: Proper Board Handling Procedures
Cuando en un mismo sistema se encuentren instaladas más de dos tarjetas de telefonía AltiGen, también se requerirá de la instalación de un ventilador adicional de enfriamiento. Es menester que este abanico reduzca efectivamente el calor e incremente el flujo de aire que ingresa a las tarjetas de telefonía AltiGen, a fin de garantizar la fiabilidad y la seguridad funcional del sistema.
Page 85 System Requirements • 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 86: Packaging For Shipment And Storage
La tabla siguiente contiene las especificaciones de funcionamiento para el tablero de la telefonía de AltiGen: Descripcion Specification Temperatura de Operacion 0° a + 50° C Temperatura de Almacenamiento -20° a +70° C Humedad Relativa 10% a 80% sin condensacion Betriebsbedingungen Vor Aufbau und Inbetriebnahme der Anlage müssen folgende Betriebsbedingungen berücksichtigt werden:...
Page 87: Alticontact Manager Conference Resource Limits
System Requirements • AltiGen telephony boards are protected by their anti-static bags and should be removed from their packaging for installation by a properly grounded technician. AltiContact Manager Conference Resource Limits The following table defines conference resource limits for boards used in an AltiContact Manager system.
Page 88 The Triton Resource board can support up to 12 conference bridges with up to 6 members each. However, this does not imply that you can have a total of 72 conferenced members (external + internal) per board, as it only has 36 conference resources. 2-18 AltiContact Manager Administration Manual...
Page 89: Software Installation
H A P T E R Software Installation The AltiContact Manager software is provided on a CD-ROM and contains the following components or folders: • AltiContact Manager. Contains the AltiContact Manager Administrator as well as the switching service, SMTP/POP3 server, messaging agent, Exchange Integration, AltiBackup, AltiGatekeeper, AltiWeb that can be installed on any Windows Server with Service Pack 6a (or higher) or on Window 2000 Server.
Page 90: Alticontact Manager As A Windows Service
AltiContact Manager as a Windows Service AltiContact Manager as a Windows Service AltiContact Manager components such as the switching, messaging agent, and AltiBackup are Windows services that are automatically launched when AltiContact Manager is installed and the system is restarted. Benefits of AltiContact Manager as a Windows service: •...
Page 91: Firewall Considerations
Software Installation • User Account. During installation, a user account with local administrator right is created automatically to run AltiContact Manager services. Do not delete or modify this account. You may change its password through installation. The account name is in the form: (user name: AltiGen_<servername>) •...
Page 92 Preparing to Install AltiContact Manager Client Server VoIP H.245 VoIP H.245 From 49152 to N 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...
Page 93: Licensing
Software Installation Software License Activation and Registration Licensing The licensing has two components — a system key which is a physical device shipped with every copy of AltiContact Manager. This hardware key is equipped with a DB -25 connector that is designed to be connected to the parallel printer port on the system running AltiContact Manager.
Page 94: Unsupported Licenses
Licensing Table 4. Release ACM 5.0 License Summary License Description/Notes • ACM 5.0 License required for fresh installation or upgrade to ACM 5.0 • AltiView This license enables a per concurrent connection of AltiView client • AltiConsole This license enables a per concurrent connection AltiConsole client. •...
Page 95: Registration
Software Installation • 128 IP Extension License (generated during OE 4.6 product registration) • NOVO or SDK Recording • External Logger • Contact Advantage For step-by-step instructions on the licensing process, refer to page 3-27. Registration Licenses must be registered with AltiGen for the system to function at full, licensed capacity.
Page 96: Registration Methods
Registration given to customers without compromising the secure access to our Authorized Dealer website and Tech Support site. The password ensures the dealer information is tracked along with customer information as part of the total system installation record. You cannot progress through registration without this number.
Page 97: Upgrades
Software Installation AltiContact Manager Online Registration The second method for registering AltiContact Manager, Seat licenses and optional software features can be accomplished during installation of the system. To accomplish this, an online connection is needed to the AltiContact Manager system at the time of registration. This online registration tool automatically populates the license keys and system keys in the proper fields of installed software on the AltiContact Manager systems.
Page 98: Lost Licenses
Upgrades Upgrading from ACM 4.6 to ACM 5.0 • Registration is required for the upgrade. • If installed prior to the upgrade, the following 4.6 licenses will be converted: — AltiView Site License converts to 100 AltiView Session Licenses — AltiConsole Site License converts to 10 AltiConsole Session Licenses Important: For seat license upgrades from 4.6 to 5.0, you can only upgrade to the number of seats existing in 4.6.
Page 99: Before New Installation
Software Installation New Installation Before New Installation Note: Triton T1 Rev A1/A2 or VoIP Rev A1/A2 boards are not supported in AltiContact Manager. These boards must be replaced with Rev A3 or later boards. Before you begin, have the following at hand: •...
Page 100 To Begin New Installation 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 101 Software Installation 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. 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.
Page 102 To Begin New Installation 14. Setup will use the following disk drives as noted for PostOffice, AltiDB and AltiDB Backup or you may select another local drive. Note: It is recommended that the local drive used should have at least 2GB of free space for PostOffice and 500MB each for AltiDB and AltiDB Backup.
Page 103 Software 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. AltiContact Manager Administration Manual 3-15...
Page 104 To Begin New Installation 17. Setup will perform the following: • Install Microsoft Data Access Components • Install AltiWare Services • Register AltiWare COM components • Create program folder and icons • Upgrade AltiWare databases 18. Setup Window will prompt for the Country, System Home Area Code and Extension Length.
Page 105 Software 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” on page 27. If you do not register and activate your licenses, only eight (8) physical ports will be available for use.
Page 106: Before Upgrade
Before Upgrade Upgrading AltiWare OE Note: Triton T1 Rev A1/A2 or VoIP Rev A1/A2 boards are not supported in AltiContact Manager. 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 107: Station Speed Dialing Change
Software Installation • AltiGen Messaging Service COM Server • AltiGen SMTP Service COM Server • AltiGen POP3 Service COM Server • AltiGen Exchange Integration Service COM Server • AltiGen Backup/Restore Service • AltiGen Keep Up Service • AltiGen Internal Logger Server •...
Page 108: To Begin Upgrade
To Begin Upgrade To Begin Upgrade To complete the upgrade: Make sure you have prepared for installation as described beginning on page 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.
Page 109 Software Installation At the Welcome page window, exit all Windows programs before continuing with the setup, then click Next. Setup will retrieve logon information to determine if the user has corresponding privilege. Setup will retrieve system key and install its driver, if applicable. WARNING! If the system key is not available, Setup will terminate.
Page 110 To Begin Upgrade Caution: If you do not register all your licenses and continue the upgrade, some features may not function after the upgrade is complete.. a) Activate license now - if you select this option and click Next, you will automatically launch AltiContact Manager’s License Information window.
Page 111 Software Installation 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 112 To Begin Upgrade 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. 3-24 AltiContact Manager Administration Manual...
Page 113 Software Installation 18. Setup will perform the following: • Install Microsoft Data Access Components • Install AltiContact Manager Services • Register AltiContact Manager COM components • Create program folder and icons • Upgrade AltiContact Manager databases 19. Setup is almost complete. Setup will suggest running CT bus test before rebooting.
Page 114 To Begin Upgrade You can restart your computer now or later, then click Finish to end Setup. 21. If the CT Bus test fails, it is recommended that you address the CT Bus failure before you reboot the system. You can manually run the CT Bus test program through Start>AltiWare>AltiWare Tools>CT Bus test.
Page 115: Online License Registration Procedures
Software Installation License Activation and Registration Process In AltiContact Manager, 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 116 To Begin Upgrade From the About AltiContact Manager window in ACM Admin, click on the License Information button. Click the Registration button to open a new License Information window. 3-28 AltiContact Manager Administration Manual...
Page 117 Software Installation <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 118 To Begin Upgrade Click the Proceed to Online Registration button. The next web page allows for inputting System and Dealer Installation ID. The System Key field is automatically loaded. (This information is located on the End User License Agreement). In the Dealer Installation ID field, enter the ID number assigned to your Dealer.
Page 119 Software Installation 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. AltiContact Manager Administration Manual 3-31...
Page 120 To Begin Upgrade 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. 3-32 AltiContact Manager Administration Manual...
Page 121 Software Installation • Approved licenses are indicated by a green check mark and will display a description next to the approved license. • Invalid licenses are indicated by a red X mark. Possible reasons for “invalid” licenses include: a) obsolete licenses (such as unsupported OE 4.X licenses) b) not enough digits in license number c) wrong license number d) license number registered to another system key...
Page 122 To Begin Upgrade 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 123 Software Installation 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 124: Manual Online License Registration Procedure
To Begin Upgrade 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 AltiContact Manager system has no Internet connection), follow these steps: From the About AltiContact Manager window in the local ACM Admin, click on the License Information button.
Page 125 Software Installation <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 126 To Begin Upgrade On the AltiGen Software License Registration web page, click the Proceed to Online Registration. The next web page displays your currently registered version. Select Re-register or Upgrade/migrate to drop-down list to select the version you wish to upgrade or migrate to, then click Next. The next web page allows for inputting System and Dealer Installation ID.
Page 127 Software Installation obtained by contacting either your local authorized AltiGen Dealer or AltiGen Technical Support. Click Next when finished. 10. The next web page allows for inputting of Customer and Installer information. AltiContact Manager Administration Manual 3-39...
Page 128 To Begin Upgrade 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. 3-40 AltiContact Manager Administration Manual...
Page 129 Software Installation 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. AltiContact Manager Administration Manual 3-41...
Page 130 To Begin Upgrade • Approved licenses are indicated by a green check mark and will display a description next to the approved license. • Invalid licenses are indicated by a red X mark. Possible reasons for “invalid” licenses include a) obsolete licenses (such as unsupported OE 4.X licenses) b) not enough digits in license number c) wrong license number d) license number registered to another system key...
Page 131 Software Installation 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 AltiContact Manager machine. In the License Information window, click the Load button and to load the exctl file from floppy into the AltiContact Manager system.
Page 132: Offline Registration Procedures
Windows Emergency Repair Disk 17. Click Refresh to update the License Information window. Any newly activated licenses through web registration will appear in the license field. Offline Registration Procedures To register licenses through the Web (without ACM Admin), go to the following web URL: http://registrar.altigen.com/offlineregister/ login.asp.
Page 133: Running Acm Administrator
Software Installation ACM Administrator provides the ability to manage the AltiContact Manager system from a remote client system on the LAN. If there is no firewall on the LAN where AltiContact Manager resides, ACM Administrator can be installed and used to manage AltiContact Manager over the Internet from a remote site as well.
Page 134: Shutting Down Alticontact Manager When Changing Or Adding Hard
Shutting Down AltiContact Manager when Changing or Adding Hardware Shutting Down AltiContact Manager when Changing or Adding Hardware When you add or change hardware, follow these procedures to back up and shut down the AltiContact Manager system. The best time to do this is during off hours—the system should be idle.
Page 135: Alticontact Manager Uninstall
Software Installation Label and disconnect the DB-25 to 50 pin Telco cable(s) from the board I/O connectors. Remove the telephony board(s) from the original system. Install the board(s) into the new system. Install the system key to the parallel or USB port. Install the AltiContact Manager software as described, beginning with “Preparing to Install AltiContact Manager”...
Page 136: Software Installation Troubleshooting
Software Installation Troubleshooting Software Installation Troubleshooting Use this table for troubleshooting error messages encountered during software installation. Error Message Solution This version of AltiContact Manager Unplug Triton T1 Rev A2 or VoIP Rev A2 does not support Triton T1 Rev A2 or boards, then run setup again.
Page 137 Software Installation Error Message Solution Unable to add AltiContact Manager path Manually append c:\AltiContact Manager \exe to the system. (if AltiContact Manager is installed on c: drive) to your system environment path (through Control Panel>System >Environment>path) after finishing AltiContact Manager’s installation but before restarting your system Failed to upgrade AltiContact Manager The previous database may be corrupted.
Page 138 Software Installation Troubleshooting 3-50 AltiContact Manager Administration Manual...
Page 139: Getting Around Acm Administrator
H A P T E R Getting Around ACM Administrator AltiContact Manager Administrator This section describes how to configure and administer the AltiWare system using the AltiContact Manager application software. The AltiContact Manager, or ACM, Administrator allows you to configure sophisticated switching and messaging functions using windows that guide you through the configuration steps for each feature.
Page 140: The Alticontact Manager Main Window
AltiContact Manager Administrator The AltiContact Manager Main Window Once you run the Administrator, the first window you see is the AltiContact Manager main window. AltiContact Manager Figure 1. Administrator main window At the top you see the Main Menu bar and below that, the Quick Access Toolbar.
Page 141: The Main Menu
Getting Around ACM Administrator The Main Menu The Main Menu functions are as follows: • Services Login and logout, change password, utilities (System Data Management and Convert Work/Hunt Group), and shutdown the switching service. • System Management Opens configuration windows to work with the system, trunks, out call routing, voice mail, VoIP, AltiGen IP Phone configuration, line park, hunt groups and paging group.
Page 142 AltiContact Manager Administrator Logout and login. Click the gray monitor at the left to login. When you do, the monitor grays out and the logout monitor becomes colored. The monitors provide a clear indication of login status. While you’re logged in, anyone at the keyboard can modify system settings.
Page 143: The View Windows
Getting Around ACM Administrator The View Windows As noted in “The AltiContact Manager Main Window” on page 4-2, the AltiContact Manager main window hosts a number of child windows, which are called view windows in AltiContact Manager because they provide various views into the internal system setup and active status. Boards View Window The Boards window displays the AltiContact Manager Quantum or Triton boards hardware status.
Page 144: Agent Extension View Window
The View Windows Agent Extension View Window The Agent Extension View window, which displays the status of all assigned extensions. Figure 4. Agent 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.
Page 145: Trunk View Window
Getting Around ACM Administrator 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. The location format is slot:channel—for example, channel 3 on the board in slot 9 is location 09:03.
Page 146: Workgroup View Window
The View Windows Workgroup View Window The Workgroup View window displays data and statistics for workgroups: Figure 6. Workgroup View window This window displays the following data: • Extension—the workgroup pilot extension number • Name—the workgroup name • Agents—the number of agents assigned to the workgroup •...
Page 147: Call Log View Window
Getting Around ACM Administrator 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 148: Status Bar
Logging In The packet and byte data that follows is for data sent or received from other systems over the public or private IP network. • Location—the Triton VoIP board ID:channel ID • Packets Sent—the number of voice packets sent •...
Page 149: Changing The Password
Getting Around ACM Administrator To log out, click the Logout icon (second icon from the left of the toolbar), or select Logout from the Services menu. The logout option in the Services menu allows the system administrator to logout of the system. You should always log out after you have completed the administrative or configuration tasks.
Page 150 Stopping the AltiGen Switching Service 4-12 AltiContact Manager Administration Manual...
Page 151: System Configuration
H A P T E R System Configuration The System Configuration functions provide for configuring the AltiContact Manager system-wide settings. Access System Configuration by selecting System Configuration... on the System Management menu, by clicking the System icon, or using the dropdown list next to the icon and going to System Configuration.
Page 152: 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 153 System Configuration Parameter Description Country Select a location for the system. Note: When selecting a country code, other than USA & Canada, there will be a 7 second dialing delay for en-bloc trunks. (Refer to “Reducing Dialing Delay For En-Bloc Trunks For Non-US/Canada Countries”...
Page 154: Setting A System Number Plan
Setting a System Number Plan Parameter Description System Main Number 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.
Page 155 System Configuration Accessing the Number Plan To access the Numbering plan settings, select System Management... 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 156 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 157 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 158 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 159: 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 160: Setting Business Hours
Setting Business Hours IP Trunk Access Only one IP trunk access option is allowed per AltiContact Manager system. It is highly recommended that the same IP trunk access code (e.g. 8) be used for all AltiContact Manager systems in the network. To use Voice over IP, you must set up this access and, in addition, configure the IP Dialing Table as discussed in “Defining the IP Dialing Table”...
Page 161 System Configuration Note: Because the business hours are used throughout the system, you or the appropriate administrator must make sure the system time has been set correctly. The system time can be changed using the Date/Time utility in the Windows or NT Control Panel. To access the Business Hour settings, select System Configuration...
Page 162 Setting Business Hours To add a Business Hours profile, click the New button to open the Add Business Hour dialog box, enter a name for the profile, then click OK. For each Business Hour profile, set the business schedule parameters as follows: Parameter Description...
Page 163: Routing Calls On Holidays
System Configuration Routing Calls on Holidays You can create special routes for incoming DNIS and trunk calls that come in on designated holidays. For holidays that your organization treats as half-days, you can create separate routes for business and non-business hours.
Page 164: Configuring System Speed Dialing
Configuring System Speed Dialing Figure 6. Holiday window, System Configuration For each Holiday profile, set holiday routing as follows: Click Add to create a new holiday. In the popup that displays, select a date from the dropdown and enter a description to identify the holiday. Set call routing for “normal”...
Page 165 System Configuration Speed dial settings for individual extensions are set in Extension Configuration. (See “Setting up Station Speed Dialing” on page 13-18.) To access the Speed Dialing settings, select System Management... on the Management menu, then click the System Speed tab. Figure 7.
Page 166: Defining System Call Restrictions
Defining System Call Restrictions Figure 8. Speed Dial Configuration 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. For example, the phone number 914085551212 comprises of 9 (trunk access code), 1 (long distance prefix), followed by 408 (area code), and finally the seven digit telephone number.
Page 167: Blocking Calls To Area Codes From All Extensions
System Configuration Figure 9. 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 168: Locking Attacked Extensions
Defining System Call Restrictions Locking Attacked Extensions If a user enters eight consecutive invalid passwords when logging on, AltiContact Manager considers this an attack. To protect your company from theft of services, you can lock an attacked extension for the period of time you specify (1-24 hours) in the Password Check field group.
Page 169: Creating Account Codes
System Configuration Restricting Tie Trunk Calls You can set call restrictions on tie trunk calls by telling the system to use the same restrictions as the ones set up for an extension. Using the Call restriction follows extension drop-down list, you can select the extension with the restrictions to use for the tie trunk calls.
Page 170: Adding And Deleting Account Codes
Setting up Call Reports 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. • The Account Code may contain 1-10 digits. • You can assign the same Account Code to different Account Names. To delete an account and its code, select it and click Delete.
Page 171 System Configuration To set up Call Reports, select System Management... on the Management menu, then click the Call Reports tab. Figure 12. Call Reports window, System Configuration AltiContact Manager Administration Manual 5-21...
Page 172: Internal Database Configuration (Internal Logger Service)
Setting up Call Reports 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 13. Add Log Service Add a Name and IP Address for the Internal Log Service, then click OK. In the Internal Database Configuration section, select the Active database retaining period in months.
Page 173: Exporting Through A Local Port
System Configuration Note: AltiGen does not provide any SQL backup and restore utility. We strongly recommend that you use SQL Backup and Maintenance utility to perform daily backup and maintenance jobs, and use a restore utility to restore the database. If you need to reconstruct the SQL server, run the External Logger Setup to create an empty calldb database before restore.
Page 174: Setting Toll Call Prefixes
Country Relevant Figure 15. Country Relevance window, System Configuration Setting Toll Call Prefixes AltiContact Manager 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 175: Setting Emergency Numbers
System Configuration • Other. Flexible and variable uses, such as a string of digits to be considered non-local. Setting Emergency Numbers In the event that a person dialing a number in an emergency (911, for example) forgets to press the trunk access code to dial out, entering the number in the Emergency Number field will have the system automatically find the trunk access code to seize the call.
Page 176: Audio Peripheral Configuration
Audio Peripheral Configuration Figure 16. CT-BUS Clock Configuration window, System Configuration • Set CT-BUS Clock - select Auto or Manual to identify the appropriate board that will serve as the CT-Bus Clock master. Audio Peripheral Configuration The Audio Peripheral configuration window is used to set up: •...
Page 177: Configuring Music On Hold And Recorded Announcements
System Configuration To access Audio Peripheral configuration, select System Configuration... on the Management menu, then click the Audio Peripheral tab. Figure 17. Audio Peripheral Configuration window, System Administration Configuring Music On Hold and Recorded Announcements Callers will hear the music or recorded announcement configured in Audio Peripheral configuration only if the user places the caller on hold by pressing FLASH or LINK.
Page 178 Audio Peripheral Configuration Select the Quantum, Triton Analog Station, or IP board number to which the audio equipment is attached. Playing Music from a File for Music On Hold The system can be set up to play music on hold from a custom file (and replaces the system’s default music on hold file).
Page 179: Setting Greeting And Update Prompts
System Configuration Setting Greeting and Update Prompts To play a prompt before placing the caller into a hold queue: Select the Play Prompt Before… checkbox. Use the drop-down list to select the prompt number you want to use for the greeting message. (Creating prompts is discussed in previous sections.) To play an update prompt every thirty seconds: Select the Play Update Prompt …...
Page 180 Activity 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 181 System Configuration Figure 18. Activity Selection List, Call Handling Page of AltiView configuration In AltiConsole, the activity of an extension is displayed in the BLF and ALL panels. Figure 19. BLF tab, AltiConsole The Activity can also be changed from voice mail personal options. AltiContact Manager Administration Manual 5-31...
Page 182 Activity 5-32 AltiContact Manager Administration Manual...
Page 183: Board Configuration
H A P T E R Board Configuration Board attributes and functions are accessible in the Boards window in the AltiContact Manager desktop. Figure 1. Board window For the board you want to configure, double click the board’s icon in the Boards window to open the Board Configuration window.
Page 184: Using The Triton Resource Board
Using the Triton Resource Board Using the Triton Resource Board The Triton Resource Board is a PCI bus telephony board that provides the ability for one extension to monitor other extensions (as set up in the Extension Configuration Monitor List, discussed in “Setting Up Monitor Lists”...
Page 185 Board Configuration Use the Board Configuration window for the Quantum board to view the following attributes: Parameter Description Board Info Board Logical ID: assigned by AltiContact Manager. Board Name: the type of board installed in the system and board ID. Note: For Quantum boards in a Windows 2000 system: •...
Page 186: Configuring The Triton Analog Station Board
Configuring the Triton Analog Station Board Parameter Description Board Configuration Opens a diagnostic dialog box. Figure 3. Quantum Board Debug You can send a debug string to the board, or you can do a DSP Dump, Memory Dump, or FMIC Dump. Reset Board Resets the board, after you confirm by accepting a warning that resetting a board will disconnect all...
Page 187 Board Configuration Figure 4. Board Configuration window (Triton Analog) Use the Board Configuration window to view the following attributes: Parameter Description Board Info Board Logical ID: assigned by AltiContact Manager. Board Name: the type of board installed in the system and board ID. Note: This is informational only and cannot be edited.
Page 188: Configuring The Triton Analog Trunk Ls/Gs And Ls Boards
Configuring the Triton Analog Trunk LS/GS and LS Boards Parameter Description Board Configuration Displays the board’s serial number. 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 Voip Board
Board Configuration The Board Configuration window contains the following attributes: Parameter Description Board Info Group Board Logical ID: assigned by AltiContact Manager. Board Name: the type of board installed in the system and board ID. Note: This is informational only and cannot be edited.
Page 190: Voice Over Ip
Configuring the Triton VoIP Board Voice over IP VoIP for AltiContact Manager runs on an H.323 protocol that allows voice calls to be made through an IP network. It includes an integrated VoIP gateway to convert voice calls into IP packets and transmit them through the IP network.
Page 191: Board Installation
Board Configuration Device Driver A kernel mode device driver is implemented for the Triton VoIP board. The device driver provides access to resources on the Triton VoIP board to applications. Port Specifications See Chapter 2, System Requirements, for limitations on configuring Triton VoIP boards and ports.
Page 192: Troubleshooting-Common Symptoms And Solutions
Configuring the Triton VoIP Board 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. Poor Voice Quality When voice quality is poor, try the following: Perform a Loop-Back Test.
Page 193: Configuring The Triton T1/E1/Pri Board
Board Configuration Check if Called Extension is a Workgroup or has Multiple Call Waiting Enabled. When the called party is a workgroup pilot number or has Multiple Call Waiting enabled, the caller is placed on hold and hears ringback or music. IP Trunk Does Not Appear in Trunk View When an IP trunk doesn’t appear in the Trunk View, there are two possible causes:...
Page 194: Service Parameters For T1
Configuring the Triton T1/E1/PRI Board Service Parameters for T1 To subscribe to T1 service, certain parameters are required to establish service. The information provided below identifies the recommended and supported parameters for T1 service. T1 Service Request Information When ordering T1 service, provide the following service request information: Equipment Information Product Manufacturer - AltiGen Communications, Inc.
Page 195: Service Parameters For Pri
Board Configuration 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 1KN 1.544 Mbps ANSI ESF without power 1SN 1.544 Mbps ANSI ESF, B8ZS without power (recommended) Service Order Code SOC 6.0P AS.2 T1 Channel Assignment...
Page 196 Configuring the Triton T1/E1/PRI Board PRI Service Request Information When ordering PRI service, provide the following service request information: Equipment Information Product Manufacturer - AltiGen Communications, Inc. Product Name - AltiContact Manager Phone System CSU/DSU - ADTRAN T1 ACE (recommended) or other CSU/DSU Technical Information for PRI with Voice Switch Type: •...
Page 197: Service Parameters For E1
Board Configuration CSU/DSU Requirements The CSU (channel service unit) is a device used to connect a digital trunk line coming in from the phone company to the PBX. A CSU can terminate signals, repeat signals, and respond to loopback commands sent from the central office.
Page 198: Board Configuration
Configuring the Triton T1/E1/PRI Board 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 The CSU (channel service unit) is a device used to connect a digital trunk line coming in from the phone company to the PBX.
Page 199 Board Configuration • Clicking on a trunk in the Channel Mapping List invokes the T1 Trunk Properties dialog box (refer to “Triton T1/PRI Trunk Properties” on page 7-17). • The Board Configuration button invokes a configuration dialog box. Figure 8. Triton T1 Configuration dialog box Figure 9.
Page 200: Triton T1 Configuration - Triton T1/Pri/E1 Dialog Box
Configuring the Triton T1/E1/PRI Board File Name. The Operating mode is automatically displayed as T1/ PRI or E1/PRI. • The Span Info window displays the Total Number of Spans on the board and the status of the span in the Span Info window. To reset the span, click the Reset Span button.
Page 201 Board Configuration Figure 11. Triton E1/PRI Configuration dialog box AltiContact Manager Administration Manual 6-19...
Page 202 Configuring the Triton T1/E1/PRI Board Figure 12. 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 203 Board Configuration 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. If cable is okay, CO is not sending any signal.
Page 204 Configuring the Triton T1/E1/PRI Board 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...
Page 205 Board Configuration 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. For E1/PRI, you can set the Frame Type to either No CRC or CRC4. CRC4 is embedded into sixteen (16) consecutive frames.
Page 206 Configuring the Triton T1/E1/PRI Board T1 Clocking Depending on the configuration of the T1 boards and span for your AltiContact Manager 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 207: Setting Up T1, Pri Or E1 Channels On The Triton T1/Pri Board
Board Configuration • If two AltiServ systems are connected back-to-back with a E1 span, the System Clock Master check box must be checked for only one of the T1 boards. • If two E1 boards in the same AltiServ system are connected back-to- back with an E1 span, the System Clock Master check box must be checked for the E1 board that has not been designated by the MVIP setting as the system’s master clock to drive the MVIP bus.
Page 208 Configuring the Triton T1/E1/PRI Board Figure 13. T1/PRI Protocol Configuration window Figure 14. PRI Protocol Configuration window 6-26 AltiContact Manager Administration Manual...
Page 209 Board Configuration Figure 15. E1 Protocol Configuration window The CH -> Type list displays the channel types. 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.
Page 210 Configuring the Triton T1/E1/PRI Board The top four settings are used for a connection to a CO switch: • AT&T 4ESS PRI • AT&T 5ESS PRI • NT DMS-100 PRI • NI-2 PRI (default) The bottom four settings are used for a PRI tie trunk configuration where two AltiContact Manager systems are connected back to back.
Page 211 Board Configuration • Regular ISDN PRI - select this option to indicate 23B+D ISDN PRI span and to designate the last channel as the D channel. • Custom ISDN PRI - this option is not available. • Enable Tie Trunk - check this box to enable a tie trunk. Tie trunks must terminate to a system also configured as a tie trunk.
Page 212 Configuring the Triton T1/E1/PRI Board • 1+10-digit Numbers - for local and long distance calls that require dialing 1 before the number. • 10-digit Numbers - for local and long distance calls that do not require 1 before dialing. • 7-digit Numbers - for calls placed within the local area that do not require an area code or a 1 prefix.
Page 213: Installing A Channel Service Unit (Csu) To The Triton T1 Or T1/E1/Pri Board
Board Configuration Setting the NSF The NSF (Network-Specific Facilities) is used with PRI to instruct the CO to route a call to a specific carrier or long distance service. Use the drop- down list to identify the type of carrier service you wish to use for your ISDN PRI lines.
Page 214: Troubleshooting-Common Symptoms
Configuring the Triton T1/E1/PRI Board Refer to your CSU manufacturer’s manual for the proper pinout. AltiGen T1 Socket (RJ-48) Pin 1=Receive Ring (INPUT) 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.
Page 215: 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 216: Selecting Trunks To Set Attributes
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. The location format is the same as in the Trunk View window, that is, slot:channel—for example, channel 15 on the board in slot 1 is location 01:15.
Page 217: Setting General Trunk Attributes
Trunk Configuration Setting General Trunk Attributes Select the channel to view its current attributes, as discussed in the previous section. You can then set or change the following attributes. If an option is grayed out, it is not available for that type of trunk: •...
Page 218 Setting General Trunk Attributes The Overhead paging feature requires paging equipment to provide loop start CO trunk characteristics. This option is not supported on ground start trunks. The Paging option and the Overhead Paging option (in “Audio Peripheral Configuration” on page 5-26) are different and independent of one another.
Page 219: Quantum Trunk Properties
Trunk Configuration • Centrex Transfer - Applies to analog and T1 trunks if the trunk is supported by Centrex. This option must be selected to forward calls to an outside number through a Centrex switch. If the Centrex provider requires a particular string to be sent before the dialed number, enter the string in the Transfer Predial String box.
Page 220 Setting General Trunk Attributes Figure 3. Quantum Trunk Line Properties window Note that you can use Apply to... on this dialog box to apply changes to other trunks of the same type. See “Configuring One or Multiple Trunks” on page 7-2. Quantum Trunk General Configuration Parameter Description...
Page 221 Trunk Configuration 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) • 900 OHMs (international setting, depending on the country) •...
Page 222 Setting General Trunk Attributes Parameter Description Disconnect Select from: Supervision • Tone—busy tone (reorder tone, fast busy tone, error tone, etc.) or dial tone (continuous tone, etc.). This should be used in conjunction with drop in loop current. For COs who cannot guarantee loop break, this may be the only option.
Page 223: 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 224 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 225: Triton Analog Trunk Gs/Ls Properties
Trunk Configuration Triton Analog Trunk GS/LS Properties To configure a Triton Analog Trunk GS/LS 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 226 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 227: 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 228 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 229: 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/G.729 codecs are automatically enabled.
Page 230 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 231: 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 Properties dialog box.
Page 232 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 233 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 234: 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 235 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 236: Outgoing Call Blocking
Outgoing Call Blocking • During Business Hours • Outside Business Hours • Non Workdays Within each of these three time slots, you have the following routing options for incoming calls: • Route to an extension selected in the drop-down list •...
Page 237: Voice Mail Configuration
H A P T E R Voice Mail Configuration Voice mail messaging attributes and voice mail distribution list parameters are set using the Voice Mail Configuration window. To access the Voice Mail Configuration window: • Select the System Management menu, then select Voice Mail Configuration…, or, •...
Page 238: Setting Message Notification Retries
Managing Messages Figure 1. Messaging window, Voice Mail Configuration Setting Message Notification Retries When a message is sent to a user’s email in-box or voice mailbox and outcall notification is configured, notification is sent to the user. You can set the retry setting for the notification as follows: Parameter Description Maximum Retry...
Page 239: Setting Message Management Options
Voice Mail Configuration Setting Message Management Options Set message confirmation and warning parameters: Parameter Description Confirm Message If checked, the system plays a voice message Deletion instructing the user to confirm request for deletion by pressing the # key. This prevents users from accidentally deleting messages with a single key entry.
Page 240: Setting E-Mail Messaging Options
Managing Messages Setting E-mail Messaging Options To use the AltiContact Manager email services, configure the following settings. Parameter Description Enable SMTP/POP3 Selected, this enables incoming and outgoing mail E-Mail Service services on AltiContact Manager—Simple Mail Transfer Protocol (SMTP) and Post Office Protocol (POP).
Page 241: Synchronizing E-Mail With Exchange
Voice Mail Configuration Synchronizing E-mail with Exchange Parameter Description Synchronize with Before selecting this option to use an 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.
Page 242: Defining A Distribution List
Creating Distribution Lists Figure 2. Voice Mail Distribution List window, Voice Mail Configuration Defining a Distribution List In the Distribution List window, select an ID (0 – 99) in the System Distribution List ID drop-down list. The list name, if any, now appears in the Name box; the members of the list are now displayed in the Member box, and other available extensions are displayed in the Non-Member box.
Page 243: Voip Configuration
H A P T E R VoIP Configuration An IP Dialing table and VoIP Codec attributes are set using the VoIP Configuration configuration window. To access the VoIP Configuration window: • Select the System Management menu, then select VoIP Configuration…, or, •...
Page 244: 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 245: Setting The Location Id Digit Length
VoIP Configuration Figure 1. IP Dialing Table window, VoIP 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: AltiContact Manager Administration Manual...
Page 246 Defining an IP Dialing Table Define the attributes for the entry: Parameter Description Location ID A unique dialing number to connect to the remote location. The length of the number is of course the Location ID Digit Length described in “About the Location ID Digit Length”...
Page 247: Setting Voip Codecs
VoIP Configuration Setting VoIP Codecs The default codec for static IP extensions is G.711 with 64 kbps for voice packets. This is appropriate for lease lines or high-speed connections. The default codec for dynamic IP extensions is G.723 with 6.3 kbps. This is appropriate for internet connections.
Page 248 Setting VoIP Codecs Figure 2. VoIP Codec Configuration window, VoIP Configuration 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. Note: AltiWare always uses the same code on both transmit and receive directions.
Page 249 VoIP Configuration Parameter Description G711 IP Ranges Lists the G.711 dynamic IP address ranges you have created in the Add IP Codec Setting dialog box, described below 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.
Page 250 Setting VoIP Codecs Repeat these steps for every range or value you wish to make available for users of IP extensions with dynamic addressing. Setting Ranges and Values with the 30-Port IP Board If you do not have 12-Port IP boards in your system, and only have a 30- Port IP board, you must configure the system to use G.711 only.
Page 251: Network Configuration Guidelines For Voip
VoIP Configuration Network Configuration Guidelines for VoIP Real-time applications such as voice communications require a networking environment that meets certain requirements to deliver and maintain good voice quality. The following network configuration guidelines are highly recommended when using AltiWare’s VoIP features. ISP/Intranet Quality of Service (QoS) •...
Page 252: Firewall Configuration
Network Configuration Guidelines for VoIP • If you have heavier data applications running concurrently, the bandwidth reserved for data traffic should be increased. • If your router supports multilink or TCP fragmentation, configure your WAN router to user smaller packet sizes, e.g. 500 bytes. WAN Router Configuration •...
Page 253: Phones
VoIP Configuration • 172.16.x.x to 172.32.x.x • 192.168.x.x — You are able to connect to the Internet directly WITHOUT using a proxy server. • Contact your router/firewall vendor to obtain a software update for your networking equipment, or obtain routable address space from your Internet provider.
Page 254: Configuration Guidelines For Nat
Configuration Guidelines for NAT Configuration Guidelines for NAT Note: This section only applies to Alti-IP 600 phones or NetMeeting integrated with AltiView. For third party IP Phones, refer to AltiGen’s NAT Application Note. The following section discusses the use of NAT (Network Address Translation) with AltiContact Manager’s IP functionality.
Page 255: Altigatekeeper Installation
VoIP Configuration AltiGatekeeper Installation When installing AltiGatekeeper, the installation will require information in the following dialog box. Figure 5. 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 256: Nat
Configuration Guidelines for NAT to as GKIP — “Gatekeeper’s IP address.” In gateway mode, you should specify which gateway you want this IP phone to connect to. Thus, you will need to give the phone the IP address of the gateway, referred to as GWIP —...
Page 257 VoIP Configuration Remote IP Phone Connecting Through DSL or Cable Modem Figure 6. 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 258 Configuration Guidelines for NAT Public Network Configuration (AltiWare with Public IP Address) Figure 7. 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 259 VoIP Configuration The AltiWare and AltiGatekeeper are installed and running on the same host with public IP address 169.254.101.2. 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 260 Configuration Guidelines for NAT 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 261 VoIP 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 262 Configuration Guidelines for NAT 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 263 VoIP Configuration Private and Public Network Configuration (AltiWare with Both Private and Public IP Addresses) Figure 9. AltiWare on Multi-Homed Host In the case of insufficient public IP addresses for local IP phones, IP phones can be located in a private network. With private IP addresses assigned, when assigning two IP addresses (one public and one private) to AltiWare, NAT is not required in the local network.
Page 264 Configuration Guidelines for NAT • 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 For Private Address: —...
Page 265 VoIP Configuration • 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. Note that only one (1) IP phone can be behind the NAT and connect to the AltiWare through the NAT.
Page 266 Configuration Guidelines for NAT VPN Network Configuration (Connecting to AltiWare with VPN) Figure 10. 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 267 VoIP 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 268 Configuration Guidelines for NAT • WAN Bandwidth - should be greater than the aggregate of maximum VoIP session bandwidth usage. Each G.711 codec requires 17 Kbps and each G.723.1 codec requires 85 Kbps. • QoS - if the IP WAN network provides QoS (Quality of Service), it should be configured to honor VoIP RTP packet transmission.
Page 269: Firewall Considerations
VoIP Configuration Remote Security Gateway: 169.254.56.159 (specifies the public IP address of the (Router 1’s public IP corporate VPN-enabled gateway) Address Firewall Considerations If you are using a firewall in the AltiWare environment, the following are the network ports used: Client Server AltiWare DCOM...
Page 270: Setting Up H.323 Traffic Forwarding For Nat
Setting up H.323 Traffic Forwarding for NAT Client Server Client Auto Upgrade 10050 a. It is recommended that this be run only in an intranet. b. N=49152+ (62*number of boards)–1 Setting up H.323 Traffic Forwarding for NAT When you configure the H.323 NAT router, it can forward the IP traffic to a specified private IP address based on the destination port in the TCP/IP or UDP packets.
Page 271: Altiware Nat Support Feature
VoIP Configuration If this H.323 endpoint is NetMeeting integrated with AltiView, you need to set all unknown TCP/UDP ports to be forwarded to the IP phone's private IP address. This is usually referred to as DMZ port forwarding in most NAT routers.
Page 272: Altigen Ip Phone Nat Support Feature
Setting up H.323 Traffic Forwarding for NAT Double-click the VoIP board in the Board View of AltiAdmin to open the Board Configuration dialog box. Click the Board Configuration button to open the following Triton VoIP Trunk Configuration dialog box. Figure 11. Triton VoIP Trunk Configuration window Enable the H.323 Cross NAT Support Enable check box and then enter the NAT router’s public IP address in the NAT Mapped Public Address field.
Page 273: Setting Up An Alticontact Manager-To-Alticontact Manager Ip Net
VoIP Configuration Setting Up an AltiContact Manager-to- AltiContact Manager IP Network Two or more AltiContact Manager systems can be networked together to provide extension-to-extension connections via IP trunk calls. Users may dial a remote AltiContact Manager’s auto attendant or direct dial to an extension, without having to dial out through the PSTN.
Page 274 Setting Up an AltiContact Manager-to-AltiContact Manager IP Network Configure the dialing plan for connection to remote AltiContact Manager systems on the IP Dialing Table tab window of System Configuration. Set the Number of Dialed Digits to “None.” Refer to “Defining the IP Dialing Table” on page 9-2. Set the VoIP codecs so that servers use the same codec.
Page 275: 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 276: 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 System Management Menu. Working with Route Definitions The Route Definition tab is the default view on the Out Call Routing Configuration window.
Page 277 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 278: Setting Default Routes
Setting Default Routes — Delete from Head removes prefix digits from the number before it is sent to the trunk. Select the number of digits to remove in the Number of Digits to Delete box. • Member and Non Member Trunks Use this to define the trunks and trunk order for the route.
Page 279: 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 280: 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 10-1, there are three AltiContact Manager functions to restrict outcalls, of which the Call Restriction setup of System Configuration takes precedence.
Page 281 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 282 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, AltiContact Manager 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 283 Out Call Routing Configuration To reduce dialing delay: In the Number Plan page of System Configuration, select a digit for route access. In the Route Definition page of Out Call Routing Configuration, add a route definition entry for en-bloc and assign the member en-bloc trunk(s).
Page 284 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. 10-10 AltiContact Manager Administration Manual...
Page 285: Ivr Configuration
H A P T E R IVR Configuration IVR performs 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.
Page 286: Example: Ivr Planning
Example: IVR 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 (Workgroup Extensions 350) Collect Extension Board Call Extension prompts) Support...
Page 287: Adding Ivrs
IVR Configuration Adding IVRs The first 16 IVRs are provided by default with the menus blank. You can edit these as described in “Editing IVRs” on page 11-4. You don’t need to add a new IVR if you’re going to use 16 or fewer. To add an IVR beyond the first 16: •...
Page 288: Editing Ivrs
Editing IVRs Select an ID in the drop-down list and type in a descriptive Name for IVR, then click OK. • Clear—clears all edits to the selected IVR, restoring system defaults • Export—exports all IVR settings to an html file •...
Page 289: Configuring Menu Items
IVR 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 290 Editing IVRs • Prompt—select the prompt number that is to be played for incoming calls. Prompts are numbered in the range of 0–300. The default prompt is 1, a generic greeting. See “Using Pre-Recorded Prompts” on page 11-10 to see the script of this prompt and other AltiGen supplied pre- recorded prompts.
Page 291 IVR Configuration Table 12. IVR Actions Action Description Call - Dial By Name Prompts the caller to enter the name (first, or last, or both in any order) of the person they wish to speak with and dials the extension that matches the name. Callers may enter just the first letter of the last name to hear a list of all users with last names that begin with the letters entered.
Page 292 Editing IVRs Collecting Digits When you select the Adv. - Collect Digits action, the caller is prompted to enter more digits. Once a minimum number of digits are entered, the system proceeds to open a single item expansion of the Adv. - Collect Digits action.
Page 293: Making Ivr Assignments
IVR Configuration • Web Call Response Timeout—the length of time the system will wait for digits after responding to a web-based call before timeout. Click the expanded & - menu item in the item tree and treat it as a normal item—that is, give it a name, a prompt, a push URL if appropriate, and an action to take.
Page 294: Using Pre-Recorded Prompts
Phrase Management Using Pre-Recorded Prompts AltiWare provides ready-to-use pre-recorded phrases. Phrase 0001 is the default IVR greeting at the root menu level. Phrases 0291 through 0297 are phrases used for group queue prompts. Phrase # Phrase 0001 Thank you for calling. If you know the extension of the person you wish to speak with, please enter it now.
Page 295: Using Professionally Recorded Phrases
IVR Configuration 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 296 Phrase Management • If you are using a studio other than Worldly Voices, the conversion utility is available from AltiGen’s Support Web site at http:// support.altigen.com. This utility allows you to convert an audio file recorded at either 8KHz or 11.025KHz in the WAVE format to an AltiWare playable audio file.
Page 297: Callcenter Configuration
H A P T E R CallCenter Configuration The CallCenter Configuration functions provide for configuring the call center settings for AltiContact Manager. Access CallCenter Configuration by selecting CallCenter Configuration... on the Management Menu, or by clicking the CallCenter Configuration icon. You can then work with the following settings, each of which is access by a tab in the CallCenter Configuration window.
Page 298: Adding And Deleting Caller Id Route Entries
Caller ID Routing To access Caller ID routing, select CallCenter Configuration... on the Management menu, then click the Caller ID Routing tab (the default view). Figure 1. Caller ID Routing window, CallCenter Configuration Adding and Deleting Caller ID Route Entries To add entries to the Caller ID routing table, click the Add button.
Page 299: Defining The Routing
CallCenter Configuration Defining the Routing After adding an entry, you define it by first selecting it in the list. When you select an entry, its name and other defined attributes, if any, appear in the options at the right of the window. You can edit any of these attributes. For each number, you can set routing for three distinct time periods defined in the Business Hours window (see “Setting Business Hours”...
Page 300: Adding And Deleting Dnis Route Entries
DNIS Routing 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 are not set up as tie trunks. In order to locate an entry in the DNIS table for an incoming call, a full match is required.
Page 301: Defining The Routing
CallCenter Configuration • The DNIS Number must be devoid of all characters except the numbers 0–9 (the hyphen is not accepted in this dialog box). For example, 2529876 is a good entry, but 252-9876 is not. • The DNIS Name is descriptive and optional; it can be used to remind you about the nature of the number and routing.
Page 302: Agent Logout Reason Codes
Agent Logout Reason Codes • Call Priority—when enabled, allows you to assign a call priority from 1 - 9 that will be associated with the DNIS entry. The highest priority is 1, the lowest priority is 9. Incoming calls will retain this priority. Agent Logout Reason Codes In a workgroup environment, logout reason codes allow agents to specify why they are signing off from the workgroup, and the manager can view...
Page 303: Call Recording
CallCenter Configuration To define reason codes, type the associated reason into the text box next to the code you want to associate with the reason. Call Recording AltiContact Manager provides a system-wide, voice call recording feature in the CallCenter Configuration. Note: Call recording options for specific agents/workgroups can be set up in General Configuration window of Agent Configuration...
Page 304 Call Recording described in “Setting the Destination Folder for Centralized Recording” on page 12-8. Select Extension Based Recording or Trunk Based Recording. Note: Extension Based Recording and Trunk Based Recording are mutually exclusive. They cannot be mixed. Select the Allow Supervisor Monitor/Barge-In/Record Logout Agent’s call check box.
Page 305 CallCenter Configuration From the desktop, select Map Network Drive from the Tools menu. Figure 5. Map Network Drive In the Map Network Drive dialog box, click the Sign up for online storage or connect to a network server link. Figure 6. Sign up for online storage or connect to a network server link AltiContact Manager Administration Manual 12-9...
Page 306 Call Recording This invokes the Add Network Place Wizard. Click Next. Figure 7. Add Network Place Wizard Click Next. Figure 8. Add Network Place Wizard Type the address of the Internet or network address (UNC format - \\server-name\shared-resource-pathname) in the field, for 12-10 AltiContact Manager Administration Manual...
Page 307 CallCenter Configuration example,”\\Goldbar\business”; or use the Browse button to locate the destination path; then click Next. Figure 9. Add Network Place Wizard - Internet/Network Address Type in a name for the network place and click Next. Figure 10. Add Network Place Wizard - Shortcut Name AltiContact Manager Administration Manual 12-11...
Page 308 Call Recording After creating the network place, click Finish. Figure 11. Completing the Add Network Place Wizard On the desktop, the network place you have created should appear. Figure 12. Network Place Created 12-12 AltiContact Manager Administration Manual...
Page 309 CallCenter Configuration In the Call Recording window, use the Browse button to select the network place as the destination folder. Figure 13. Browse Button - Call Recording Window AltiContact Manager Administration Manual 12-13...
Page 310 Call Recording 12-14 AltiContact Manager Administration Manual...
Page 311: Agent Configuration
H A P T E R Agent Configuration There are two types of Agent 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 312 Two Configuration Windows in One Certain configuration functions apply only to physical extensions—for example, configuring the physical line. And some functions, or the lack of function, apply only to virtual extensions—for example, call waiting options do not apply to virtual extensions. Generally, you work on agent configuration by selecting an extension in the General window, then clicking another tab to work on the settings in another other window.
Page 313: Setting Up Extensions
Agent Configuration Setting up Extensions The Agent Configuration General window provides for creating agent extensions and establishing their basic attributes. The General window is the default tab displayed when you open the Agent Configuration window. If you’re viewing another Agent Configuration window, you can click the General tab to open the General window.
Page 314: Adding New Extensions
Setting up Extensions 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 Type in an Extension Number. The number must begin with a number assigned to be used for exten- sion, and it must be the length assigned to extensions, both of which are set in the Number Plan in System Configuration as described in “Setting a System Number Plan”...
Page 315 Agent Configuration To set the Personal Information: Type in the User Name, Password, DID, Tenant Group, and optional Description: • First Name and Last Name of the extension user, each with a maximum of 32 characters. • Password for the extension user. The default is the system default password set on the Number Plan tab of the System Configuration window.
Page 316 Setting up Extensions • The Alti-IP 600 Phone can support up to 16 digits in the Caller ID display. • AltiTouch/AltiTouch Plus phones support up to 12 digits in the Caller ID display. If the phone receives a Caller ID length longer than 12 digits, it will display “Unknown Number.”...
Page 317: Forced Account Code
Agent Configuration 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 - allows the extension to be added as a member of one or multiple huntgroups or workgroups.
Page 318: Changing The Extension Location Or Type
Setting up Extensions • Record on demand to central location—records calls on demand which are saved to a centralized location (defined in the Call Recording page of CallCenter Configuration, see page 12-7); this option requires a Recording Seat license to be available. •...
Page 319: Setting An Ip Extension
Agent Configuration Changing the Location When you create a physical extension, you assign it a location or you accept an automatically assigned location. If you have available extensions, you can change the location in the General window. To change the location, select the extension number in the list of extensions, then click the Previous or Next buttons to change the slot and channel settings until the location you want is displayed.
Page 320: Setting The Line Properties
Setting up Extensions Setting VoIP Codecs The default codec for static IP extensions is G.711, which gives a bandwidth of approximately 64 kbps. This is appropriate for lease lines or high-speed connections. The default codec for dynamic IP extensions is G.723, which gives a bandwidth of approximately 6.4 kbps.
Page 321 Agent Configuration Quantum Line Properties If you select a Quantum board extension and click Line Properties, you’ll see the Quantum Line Properties dialog box. Note that you can use the Apply to… button to apply these hardware settings to one, some, or all ports on the board.
Page 322 Setting up Extensions 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 323 Agent Configuration Figure 4. Triton Analog Station Line Properties dialog box Configure the following hardware extension-specific features: Parameter Description Caller ID Signal Message format with which to send Caller ID information: Format • None • SDMF—Single Data Message Format for supporting and sending a single data type, such as phone numbers.
Page 324 Setting up Extensions 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, either 200 or 600 ms.
Page 325: Phone Display Options
Agent Configuration 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 326: Setting Up Groups
Setting Up Groups Setting Up Groups 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 327: Setting Wrapup Time
Agent Configuration Adding or Removing Huntgroup Assignments To assign huntgroups to the selected physical or virtual extension: In the Agent Extension view of the Group window, click the huntgroup pilot number(s) in the Not Member list. Click the Add button to move them to the Member list. Note: If the huntgroup pilot extension is configured to Ring All Available Members, the maximum number of members is 20.
Page 328: Setting Up Station Speed Dialing
Setting up Station Speed Dialing • If the extension user hangs up and there are callers waiting in an extension or huntgroup queue, the ring is delayed for the number of seconds specified in the Inter Call Delay setting. • If the extension user hangs up, there is no one waiting in a queue and a call comes in within the Inter Call Delay period, the call is put through immediately;...
Page 329 Agent Configuration Note: Names assigned to station speed dial entries (configured in Extension Configuration) are now stored in the local server instead of the client’s machine. When upgrading to 5.0 from 4.6, speed dial names configured for 4.6 clients (AltiServ/AltiView/AltiAgent users) are not carried over after the upgrade.
Page 330: Setting The Mailbox Options
Setting the Mailbox Options 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 the full number as you would dial it, with a...
Page 331: Setting An Information-Only Mailbox
Agent Configuration Figure 7. Mail Management window, Agent Extension Configuration Note: You can use Apply to to apply mailbox settings to one, some, or all extensions. See “Apply To Button” on page 13-2 for more information on using Apply to. 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...
Page 332: Synchronizing With Exchange Server
Setting the Mailbox Options Synchronizing with Exchange Server If your system is set up to synchronize with an Exchange Server, you can select this check box to enable synchronization for voice mails. See “Setting E-mail Messaging Options” on page 8-4, and “Setting up an Exchange Server”...
Page 333: Setting Message Playback Options
Agent Configuration Setting Message Playback Options You can use the following checkboxes to turn on or off options for listening to playback of recorded messages. These options apply to both new messages and saved messages, and they can be applied to multiple extensions using Apply to.
Page 334: Setting Message Notification Options
Setting Message Notification Options Parameter Description Max Message Maximum length of voice messages in minutes. Length The range is 1–30 minutes, with a default of 5 minutes. Retention Length of Number of days saved messages are archived Saved Messages by the system. The range is 1–90 days, with a default of 60.
Page 335: Setting The Message Types For Notification
Agent Configuration Note: You can use Apply to to apply notification settings to one, some, or all extensions. See “Apply To Button” on page 13-2 for more information on using Apply to. Setting the Message Types for Notification Select the types of messages for which the extension user is notified: •...
Page 336: Setting Notification Timing
Setting Message Notification Options Note: The Reminder Call will not work with this selection. Note also the following considerations: • Using the Phone option, see “Outcall to Cellular or PCS Phone Numbers” on page 13-26. • For the Pager option, the system calls the specified pager number and then dials the system main number (as set in the System Configuration General window), which is then displayed on the user’s pager.
Page 337: Setting Notification Business Hours
Agent Configuration • Seconds after Answered—the delay (from 5 to 30 seconds) after a call is answered before the system sends the return phone number. Setting Notification Business Hours You can choose one of three options for when the extension user is to be notified of new messages: •...
Page 338: Setting Call Restriction Options
Configuring Calling Restrictions Figure 9. Restriction window, Agent Extension Configuration Note: You can use Apply to to apply call restriction settings to one, some, or all extensions. See “Apply To Button” on page 13-2 for more information on using Apply to. Setting Call Restriction Options You can use one of the following options in setting restrictions on an extension or on multiple extensions using Apply to.
Page 339: Setting Other Call Restrictions
Agent Configuration • Allow Internal/Local Calls AND Restrict Other Calls by Disallowing Certain Prefixes—disallows calls to outside numbers with prefixes you specify in the Prefixes Disallowed boxes. Include all relevant prefix numbers, for example, starting with 1 + prefix. Setting Other Call Restrictions You can allow or restrict two other types of calls by using the following check boxes.
Page 340 Setting Answering Options You can use Apply to to apply call restriction settings to one, some, or all extensions. See “Apply To Button” on page 13-2 for more information on using Apply to. However, since the available options vary with the type of extension, you can only apply the choices to the same type of extension.
Page 341: Forwarding All Calls
Agent Configuration Forwarding All Calls Call Forwarding is available to all 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 342: Do Not Disturb
Setting Answering Options • To an Outside Number—this option is available if it is allowed in the Other Call Restrictions option in the Restriction window, as discussed in “Setting Other Call Restrictions” on page 13-29. Also, see “Outcall to Cellular or PCS Phone Numbers” on page 13-26. If you choose Outside Number, select a trunk or route access code to use in the small drop-down list on the left, and type in the full prefix and phone number.
Page 343: Setting Call Waiting Options
Agent Configuration • Forward to Extension—Select an extension number in the drop-down list. See “A 10-Hop Limit to Call Forwarding for Direct Calls” on page 13-31. • Forward to Voice Mail • Forward to IVR—use the drop-down list to select an IVR to which to route the call.
Page 344: Configuring One Number Access
Configuring One Number Access Use the Number of Rings Before Handling scroll box to select a number between 2 and 20 for the times the telephone rings before the call is handled by the system. Select one of the following options for no answer call handling: •...
Page 345 Agent Configuration Note: Options in the window are disabled unless One Number Access has been enabled as a No Answer option in the Answering page of Extension Configuration. Figure 11. Enable One Number Access, Answering Page Also, if the Enable Do Not Disturb option is selected in the Answering window, the call is forwarded to voice mail regardless of ONA settings.
Page 346: One Number Access Options
Configuring One Number Access Note: You can use Apply to to apply some ONA settings to one, some, or all extensions of the same type—physical to physical, etc., but only if the extensions are ONA enabled in the Answering window. See “Apply To Button”...
Page 347: Setting Caller Id Verification
Agent Configuration Setting Caller ID Verification You can select the Verify Caller ID based on the following checkbox and then type in up to 10 phone numbers in the text boxes. Whenever the system detects a call from one of the numbers entered here during the selected schedule, the system searches for you by dialing the numbers configured in the Forwarding Number fields.
Page 348: Setting Up Monitor Lists
Setting Up Monitor Lists Enable the Check Password option to force users to enter their extension password when a call is forwarded to them via ONA. This ensures that only the owner of the forwarding extension can answer the call. You can set the ONA ring duration from 5 to 45 seconds using the Ring for ...
Page 349: Configuring A Monitor List
Agent Configuration Configuring a Monitor List To set up a monitoring list, select the extension number to receive the monitoring rights from the Agent/Supervisor/Extension side window list, then click the Monitor List tab. Figure 13. Monitor List window, Agent 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 350: Feature Tips
Feature Tips 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 AltiContact Manager. There are a total of eleven tips and a different tip is played each time the AltiGen Voice Mail System is accessed.
Page 351: Huntgroup Configuration
H A P T E R Huntgroup Configuration 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 352 Apply to Button The huntgroup configuration windows often allow you to apply changes to a particular huntgroup or to select many huntgroups to which to apply the changes. Clicking the Apply to button pops up a list of all huntgroups to which the change can apply.
Page 353: Setting Up Huntgroups
Huntgroup Configuration Setting Up Huntgroups The Huntgroup Configuration General window provides for creating huntgroups and establishing their basic attributes. The General window is the default tab displayed when the Huntgroup Configuration window is opened. If you are viewing another Huntgroup Configuration window, click the General tab to open the General window.
Page 354: Establishing Basic Huntgroup Attributes
Setting Up Huntgroups Type in a group number for the huntgroup and click OK. Establishing Basic Huntgroup Attributes After you create a huntgroup, you can set other basic attributes in the Huntgroup Configuration General window: To set up Group Information, type in the following: •...
Page 355: Setting Call Restrictions
Huntgroup Configuration correct number as the Caller ID on PRI lines. With fewer digits, the system sends the trunk’s configured phone number as the Caller ID. If the trunk number is not configured, the system main number is sent. • Enable Dial-By-Name Service—select this box to allow callers to search the extension list by employee name for this hunt group extension.
Page 356 Establishing Huntgroup Membership Huntgroup window, which provides for adding extensions to the selected huntgroup. If you select an extension from the Agent/Supervisor/Extension side window list in the Agent Extension Configuration General window, then click the Group tab, you open the Extension view of the Workgroup window, which provides for assigning workgroups to the selected extension and for setting wrap-up times.
Page 357: Adding Extensions To Huntgroups
Huntgroup Configuration Adding Extensions to Huntgroups To add extensions to a huntgroup, select the huntgroup pilot number in the list of huntgroups in the General window of Huntgroup Configuration, then click the Group Member tab. The huntgroup pilot number appears in the window title bar.
Page 358: Assigning Huntgroups To Agent Extensions
Establishing Huntgroup Membership Assigning Huntgroups to Agent Extensions This is the second of the two ways (see “Establishing Huntgroup Membership” on page 14-5) to assign agent extensions as members of huntgroups. This method—selecting a physical or virtual extension from the Agent Extension General page, and then clicking the Group tab—provides an agent extension view of huntgroups.
Page 359 Huntgroup Configuration Adding or Removing Huntgroup Assignments To assign huntgroups to the selected physical or virtual extension: In the Agent Extension view of the Group window, click the huntgroup pilot number(s) in the Not Member list. Click the Add button to move them to the Member list. Note: If the huntgroup pilot extension is configured to Ring All Available Members, the maximum number of members is 20.
Page 360: Automatic Log In/Out
Establishing Huntgroup Membership • If the extension user hangs up and there are callers waiting in an extension or huntgroup queue, the ring is delayed for the number of seconds specified in the Inter Call Delay setting. • If the extension user hangs up, there is no one waiting in a queue and a call comes in within the Inter Call Delay period, the call is put through immediately;...
Page 361: Setting Huntgroup Mail Management
Huntgroup Configuration • All Logout—all group members are not logged back into the group when the system is restarted; members must re-log back into the assigned group. Setting Huntgroup Mail Management The Mail Management settings define how voice messages are handled for a huntgroup, including how messages are announced and processed, and how much capacity is allotted to message storage.
Page 362: Disabling A Mailbox
Setting Huntgroup Mail Management Disabling a Mailbox When you disable a mailbox, the normal greeting is played but callers cannot leave messages. Synchronizing with Exchange Server If your system is set up to synchronize with an Exchange Server, you can select this check box to enable synchronization for voice mails.
Page 363: Setting Mailbox Playback Options
Huntgroup Configuration Setting Mailbox Playback Options You can use the following checkboxes to turn on or off options for listening to playback of recorded messages. These options apply to both new messages and saved messages, and they can be applied to multiple huntgroups using Apply to: Parameter Description...
Page 364: Setting Message Notification Options
Setting Message Notification Options Parameter Description Max Message Maximum length of voice messages in minutes. Length The range is 1–30 minutes, with a default of 5 minutes. Retention Length of Number of days saved messages are archived Saved Messages by the system. The range is 1–90 days, with a default of 60.
Page 365: Setting The Message Types For Notification
Huntgroup Configuration Note: You can use Apply to to apply mailbox settings to one, some, or all huntgroups. See “Apply to Button” on page 14-2 for more information on using Apply to. Setting the Message Types for Notification Select the types of messages for which the huntgroup user is notified: •...
Page 366: Setting Notification Timing
Setting Message Notification Options For the operator-assisted paging function, the operator phone number and the pager number must be entered in the <phone number>*<pager number> format. For example, if the phone number to call the pager operator is 7654321 and the pager number to page the user is 12345678, the notification outcall number that needs to be entered is 7654321*12345678.
Page 367: Setting Notification Business Hours
Huntgroup Configuration • Seconds after Answered—the delay (from 5 to 30 seconds) after a call is answered before the system sends the return phone number. Setting Notification Business Hours You can choose one of three options for when the extension user is to be notified of new messages: •...
Page 368: Handling Busy Calls
Setting Call Handling Options Figure 6. Call Handling window, Huntgroup Configuration Handling Busy Calls You have several options for handling calls while the agent extension in a huntgroup is busy. If you do not enable busy call handling, the caller simply hears a busy signal.
Page 369: Forwarding All Calls
Huntgroup Configuration • Line Park—if configured, select a Line Park group (configured in “Line Park Configuration” on page 18-1) from the drop-down list. Forwarding All Calls Call Forwarding is available to huntgroups. This is the Call Forwarding feature that is also accessible by the agent extension user by dialing #36.
Page 370: Handling Unanswered Calls
Setting Call Handling Options • To an Extension—select an extension number in the drop-down list. See “A 10-Hop Limit to Call Forwarding for Direct Calls” on page 14- • To a Group—select a group from the drop-down list. • To the Operator •...
Page 371: Setting Huntgroup Handling
Huntgroup Configuration • Member Voice Mail (huntgroup extensions only)— forwards the call to the voice mail for the extension that didn’t answer the call. • IVR—use the drop-down list to select an IVR to which to route the call. IVR settings are established in IVR in the Call Center Management menu.
Page 372: Group Rna Handling
Setting Call Handling Options have higher priority than other huntgroup calls. Therefore, if an agent belongs to multiple huntgroups, one of which has this option enabled, a call to that huntgroup will be picked up before others, regardless of its Wait Time in the queue. •...
Page 373: Setting Queue Management Options
Huntgroup Configuration • To the Operator • To Line Park—if configured, select a Line Park line (configured in “Line Park Configuration” on page 18-1) from the drop-down list. Setting Queue Management Options In the Queue Management window of Huntgroup Configuration, you can set audio peripheral options—which greetings and updates to use as well as the update interval.
Page 374 Setting Queue Management Options 14-24 AltiContact Manager Administration Manual...
Page 375: Workgroup Configuration
H A P T E R Workgroup Configuration 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.
Page 376: Creating A Workgroup
The second step is, after you have created a workgroup, use the Group Member window to assign agents to the workgroup(s). Figure 1. General Configuration window, Workgroup Configuration Creating a Workgroup To add a new workgroup, click the Add button in the General window. The Add New Group dialog box opens.
Page 377: Establishing Basic Workgroup Attributes
Workgroup Configuration Establishing Basic Workgroup Attributes After you create a workgroup, you can set other basic attributes in the Workgroup Configuration General window: To set the Personal Information: Type in the User Name, Password, DID, Tenant Group, and optional Description: •...
Page 378: Service Level Threshold
• Description—Optional descriptive information such as department name or workgroup office location. Setting Call Restrictions You can allow or restrict other types of calls by using the following check boxes. You may choose to enable or disable these options—the default is set to enable the first three options.
Page 379 Workgroup Configuration WARNING! Listening in to or recording a conversation without the consent of one or both parties may be a violation of local, state and federal privacy laws. It is the responsibility of the users of this feature to assure they are in compliance with all applicable laws.
Page 380: Multimedia Support
Multimedia Support The system administrator can enable queuing support for non-voice communications sent to a workgroup, such as e-mails and web calls. To activate this feature, select the Enable non-voice support checkbox and click the Setup button to invoke the Multimedia Workgroup Configuration dialog box.
Page 381: Establishing Workgroup Membership
Workgroup Configuration — Supervisor Queue Control - when Allow Priority Change is enabled, this feature allows a workgroup supervisor to change call priority. • Queue Length Limit - use the up/down arrows to set the Maximum queue length. When the maximum queue length is reached, all new incoming calls will be discarded by the server.
Page 382 Establishing Workgroup Membership Figure 3. Group Member window, Workgroup Configuration Adding or Removing Members To add extension(s) to the selected workgroup: In the Group Member window, click the extension number(s) in the Not Member list. Click Add to move them to the Member list. Note: If the workgroup pilot extension is configured to Ring All Available Members, the maximum number of members is 20.
Page 383: Automatic Log In/Out
Workgroup Configuration List to open the Skill Level dialog box. (Skill Levels are defined in “Skill Setting Assignment” on page 15-12.) Figure 4. Skill Level dialog box Click on the desired Skill Level Index, then click OK. To remove extension(s) from a workgroup: Click the extension number(s) in the Member list.
Page 384: Setting Business Hours
Setting Business Hours Setting Business Hours The Business Hours settings define how after hours calls are handled for workgroups. An administrator can assign a Business Hour profile to a group, and also configure after hours handling for each day of the week. To work with workgroup hour settings, select the workgroup number you want to work with from the list in the Workgroup Configuration General window, then click the Business Hours tab to open the Workgroup Hours...
Page 385 Workgroup Configuration Parameter Description After Hours/Non- For each day of the week, select a Forward To Workday Scheduling option for call handling after hours or for non- workdays: • To Voice Mail • To IVR—select the IVR number to use in the drop-down list under the option.
Page 386: Skill Setting Assignment
Skill Setting Assignment Skill Setting Assignment The Skill Setting window in Workgroup Configuration allows the system administrator to define different skill workgroups and then assign different skill levels for agents for incoming calls, which will ring the lowest member agent first, from 1 to 9. Levels 1 to 9 can also be described as proficiency for a skill group for an agent.
Page 387: Setting The Mailbox Options
Workgroup Configuration In the Skill Level Name dialog box, enter the skill name in the Description field, then click OK. Figure 7. Skill Level Name dialog box The Skill Set appears in the main window for that index number. In the Group Member page or Workgroup Configuration, the Skill Level for the workgroup will appear in the last column of the Member List.
Page 388: Disabling A Mailbox
Setting the Mailbox Options Figure 9. Mail Management window, Workgroup Configuration Note: You can use Apply to to apply mailbox settings to one, some, or all workgroup. Disabling a Mailbox When you disable a mailbox, the normal greeting is played but callers cannot leave messages.
Page 389: Mail Forwarding Options
Workgroup Configuration • Retrieve Voice Mail by Email Client—selected, this sends voice mail to the workgroup extension as an email attachment. Deselected, voice mail is retrieved as voice mail. Mail Forwarding Options • Enable Mail Forwarding—selected, the workgroup’s email will be forwarded to the email address you specify in the Forward Email Address box.
Page 390: Setting Mailbox Capacities
Setting Message Notification Options Parameter Description Enable Distinctive Selected, the user hears three different call Call Waiting Tone waiting tone cadences to distinguish between internal, external, and operator calls (see “Distinctive Ring” on page 5-3). Play the Newest Selected, voicemails are played in reverse order Voice Message First of their delivery when the user retrieves them.
Page 391: Setting The Message Types For Notification
Workgroup Configuration Figure 10. Notification window, Agent 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 workgroup extension user is notified: •...
Page 392: 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 393: Setting Notification Timing
Workgroup Configuration on the user’s pager. The operator is also given the option to repeat these numbers by pressing ‘#’. Outcall to Cellular or PCS Phone Numbers When an outcall is made by the system (for One-Number-Access, Mes- sage Notification, Zoomerang, Call Forwarding, etc.) to a cellular or PCS phone, it may ring the phone once but not necessarily present the call and make a connection.
Page 394: Enabling Message Notification
Setting Call Handling Options Enabling Message Notification After configuring your message notification settings, to enable message notification, check the “Allow Calls to be Transferred or Conferenced to an Outside Number” field in the Restriction page of Extension Configuration. Setting Call Handling Options Call Handling options include forwarding, handling busy calls, handling no-answers and other options.
Page 395: Handling Busy Calls
Workgroup Configuration Handling Busy Calls You have several options for handling calls while the workgroup extension. If you do not enable busy call handling, the caller simply hears a busy signal. To enable the options, select the Enable Busy Call Handling check box, then select from the following forwarding options: •...
Page 396 Setting Call Handling 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 397: Handling Unanswered Calls
Workgroup Configuration in “Line Park Configuration” on page 18-1) from the drop-down list. 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. Handling Unanswered Calls The No Answer Call Handling function provide options for handling calls when no one answers the extension within a specified number of rings.
Page 398: Setting Workgroup Handling
Setting Call Handling Options Setting Workgroup Handling The Call Distribution field options let you set the handling of normal inbound calls: how to route the incoming call to an workgroup agent, using one of the following options: • Ring First Available Member—first available extension in a workgroup.
Page 399: Group Rna/Logout Handling
Workgroup Configuration Important: Please note the following issue that may arise from using this option. When an agent is added to a workgroup and logs in, the agent’s login time starts from 0, while other agents (already logged in) have a login time starting many hours earlier.
Page 400 Setting Call Handling Options To set options for group RNA/logout handling, select the Enable Forward to check box, then, using the drop-down list, indicate the forwarding destination. You can use Apply to to act on multiple workgroups, with the restrictions discussed in the previous section. The forwarding options are as follows: •...
Page 401: Queue Management
Workgroup Configuration Note: When an extension (A) calls another extension (B), and is then transferred to a workgroup with Announce Agent Info enabled, only Ext. B will hear the agent announcement information. Inter Workgroup Call Distribution In the case where an agent belongs to multiple workgroups, queued calls in two or more of these workgroups, as soon as the agent becomes available, queued calls in each workgroup to be distributed to this agent is determined by this setting.
Page 402: Basic Queuing Control
Queue Management Basic Queuing Control Figure 12. Basic Queuing Control of Queue Management, Workgroup Configuration When Basic is selected in the Queuing Control field, the following queue management options are available: Setting Queue Phrase Options For each workgroup, you can either use the system default phrases or you can set up a custom configuration.
Page 403 Workgroup Configuration Note: If enabled, the system will prompt the current queue status when a a new call enters the queue; also, average waiting time is not announced for calls queued for less than 1 minute. Queue Overflow Routing The Queue Overflow Routing options are for handling long queues or long wait times for callers.
Page 404 Queue Management Quit Queue Option The queue quit feature gives a caller the option of leaving a workgroup queue at any time by pressing # and/or 0. This feature can be disabled by unchecking this option. Click the Enable check box, then use the transfer to drop-down list to select the option the caller will have: •...
Page 405 Workgroup Configuration • Callback Interview—the System will record the caller’s Caller ID and will prompt the caller to record a message into the voice mail box of the workgroup. With a third party application, the system can notify workgroup agents of the waiting voice mail. (For more detail on this option, refer to the Callback Interview section below.) Note: This option is only available to external callers.
Page 406: Advanced Queue Management (Aqm)
Queue Management Supervisor Queue Control When the Allow Call Redirect/Priority Change check box is enabled, this allows a workgroup supervisor to redirect queue calls or change call priority of queued calls. Advanced Queue Management (AQM) Figure 13. Advanced Queue Control of Queue Management, Workgroup Configuration When Advanced is selected in the Queue Control field, the Setup button with the following queue management options are available:...
Page 407 Workgroup Configuration Announcement The Announcement window allows for configuration of queue announcements. Figure 14. Announcement window of Advanced Queue Management, Workgroup Configuration To configure queue announcements: Select from any of the following check boxes: • Queue Position • Expected Waiting Time Use the drop-down lists to select the Greeting Phrase and Update Phrases that will be played to callers in queue.
Page 408 Queue Management Note: When the workgroup queue is controlled by the AQM application, the system’s original queue configuration is disabled. Figure 15. Menu Selection window of Advanced Queue Management, Workgroup Configuration To set up the Menu Selection: In the Digits field, select 0 - 9, # or *. For the highlighted digit, select a Prompt from the phrase list and click Add.
Page 409 Workgroup Configuration Queue Overflow The Queue Overflow window allows for configuration of overflow conditions and actions. Figure 16. Queue Overflow window of Advanced Queue Management, Workgroup Configuration • Overflow Conditions - select from any of the following check boxes (if all are enabled, the conditions will be followed in order): —...
Page 410 Queue Management • Extension—select an extension from the drop-down list. • Workgroup—select a workgroup from the drop-down list. • IVR—select the IVR number to use in the drop-down list under the option. IVR settings are established in IVR… on the Management menu.
Page 411: Application Extension Queue Control
Workgroup Configuration Application Extension Queue Control Figure 17. Application Extension Queue Control of Queue Management, Workgroup Configuration When Application Extension is selected in the Queue Control field (and an Application Extension is already configured), use the drop-down list to select the desired Application Extension. For more information, refer to “Application Extension Configuration”...
Page 412 Queue Management 15-38 AltiContact Manager Administration Manual...
Page 413: Setting Up Ip Extensions
H A P T E R Setting Up IP Extensions IP extensions communicate with the AltiContact Manager system using IP- based protocols to carry voice and signaling data. Instead of PSTN, they use a data networking connection such as an Ethernet 100-Base-T (RJ-45). AltiContact Manager supports only those devices that are based on H.323 protocol.
Page 414: Ip Connections And Voice Quality
System Requirements IP Connections and Voice Quality Voice quality can degrade when multiple IP connections use DSL; the exact numbers will depend on your bandwidth and the number of IP connections active at one time. If you encounter this problem, you may need to reduce the number of IP extensions.
Page 415: Clients
Setting Up IP Extensions dialing <IP Trunk access code> + <IP dialing table entry code> + <extension number>. Make sure you can have a two-way conversation on this VoIP call. For details on using the IP dialing table, see “Defining the IP Dialing Table”...
Page 416 Configuration • AltiView integrated with NetMeeting For details on configuring these devices, see the documentation that AltiGen provides with each. 16-4 AltiContact Manager Administration Manual...
Page 417: Alti-Ip 600 Phone Configuration
H A P T E R Alti-IP 600 Phone Configuration AltiContact Manager 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 on the Management menu.
Page 418 After creating the IP extensions, you can set the following parameters: Parameter Description Soft Key 1 - 10 Corresponds to the 10 soft keys on the Alti-IP 600. Use the drop down list to assign one of the following functions to the desired keys: •...
Page 419 Alti-IP 600 Phone Configuration Parameter Description General Allows you to specify the IP address of the AltiContact Manager system the Alti-IP 600 phone is connected to. The version of software associated with AltiContact Manager 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...
Page 420 ACM Admin settings. Also, after the IP Phone is successfully registered with AltiContact Manager, the IP phone will overwrite the AltiContact Manager IP address and network- related settings on the server. 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.
Page 421: 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 422 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 423: 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 424 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 425 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.
Page 426 18-4 AltiContact Manager Administration Manual...
Page 427: Application Extension Configuration
H A P T E R Application Extension Configuration The application extension is an extension intended for use with IVR or outbound applications and requires an SDK Trunk Control APC Session License per concurrent connection. The application extension can be logged in/out with a password by the application but only one application can login at a time.
Page 428 Application Extension Setup Figure 1. Application Extension Configuration window To set up an Application Extension: Note: Before you begin, make sure to have an SDK Trunk Control APC Session registered and activated for your system. Open the Application Extension Configuration window. Click the Add button and enter the extension number in the Add Application Extension dialog box.
Page 429: Application Failover Plan
Application Extension Configuration For the third party application connecting to this extension, make sure the application is properly set to log into the application extension. Application Failover Plan The Application Failover Plan ensures that a call made to the extension will be automatically transferred if the application is not available.
Page 430 Application Extension Setup 20-4 AltiContact Manager Administration Manual...
Page 431: System Data Management
H A P T E R System Data Management 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 AltiContact Manager system; it is not available from a remote ACM Administrator client.
Page 432: 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 433: 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 434: 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 21-1, then select the Restore icon to view the Restore Configuration dialog box. Figure 4.
Page 435: System Report Management
H A P T E R System Report Management AltiContact Manager 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 436: System Log
System Log The system configuration summary data includes basic attributes on extensions, groups and group members (click a group to display the group’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 437: Ip Cumulative Traffic Statistics
System Report Management Click Display Archived Log / Display Current Log to toggle the view between the current and the most recently cleared system log. 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.
Page 438: Resetting Cumulative Statistics
IP Cumulative Traffic Statistics Parameter Description Bytes Received Displays the total size (in bytes) of all voice packets received from other AltiContact Manager systems over the public or private IP network. Packets Lost Displays the number of voice packets that have been lost due to prolonged delays, network congestion, or routing failure.
Page 439: Data And Internet Integration
H A P T E R Data and Internet Integration This section describes how to integrate the system with the Internet and data communications. It will cover the following areas: • Email • Mail forwarding • Exchange integration • AltiReach Setup Network Protocol and Addressing The system integrates telephony functions with the LAN and Internet to provide a state-of-the art communication facility with local and remote...
Page 440: Network Address
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. SMTP/POP3 SMTP—Simple Mail Transfer Protocol. As seen by the client side of the network, is an Internet email sending protocol software format. POP3—Post Office Protocol Version 3.
Page 441 Data and Internet Integration 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 442: Setting Up Email Service
user can send the email. AltiWare then combines the voice message and the email into a single MIME message and sends it to the recipient. The ability to send and receive MIME messages is included as part of AltiWare email capabilities.
Page 443 Data and Internet Integration • Obtain the Subnet Mask. You will need to enter this address later in the TCP/IP configuration setup for both the server and client stations. Step 2: Setup the Router Install the router on the LAN. The router is the gateway to another LAN or to the Internet.
Page 444 Click the Protocols tab, then double click on TCP/IP Protocol from the drop-down list box. The TCP/IP Protocol window appears (see Figure 2), where you configure the IP Address, Subnet Mask, and Default Gateway (router). Figure 2. TCP/IP Configuration • IP address—enter the assigned IP address (from the block of IP addresses obtained from your ISP) to the AltiWare.
Page 445 Data and Internet Integration Click OK. Figure 3. DNS Configuration window Refer to Microsoft Windows NT configuration documentation to complete the TCP/IP network setup. Step 4: Notify Your ISP of the Following: Your AltiContact Manager Host Name (host name of the server or server name)—your AltiContact Manager Server is the server that actually receives the mail or messages.
Page 446 Messaging 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 447 Data and Internet Integration • Select Allow Inbound Internet Mail if AltiWare 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 AltiContact Manager to receive inbound Internet mail, you should leave this box unchecked.
Page 448: Setting Up An Exchange Server
• Enter the Incoming Mail (POP3) Server address. • 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).
Page 449 Data and Internet Integration Prerequisites Two NT servers: • One NT server with the AltiContact Manager software • One NT server with Exchange Server software AltiWare System Prerequisites • Windows NT 4.0 with Service Pack 6a or higher • AltiContact Manager software •...
Page 450 Repeat the same steps on the Exchange server system and make sure the domain names are the same. To verify AltiGen Services: Select Start Control Panel Services. A Windows Services dialog box will be shown, as in this example. Figure 5. Windows Service window Select AltiGen Switching Service COM Server from the control panel of AltiContact Manager.
Page 451 Data and Internet Integration • In the Log On As group, select This Account and set <DomainName>\AltiGen_<ServerName> as the account. In this example, it is ALTICHINA\AltiGen_telesystem. If this is not the case, you need to re-install AltiContact Manager while logged in as a domain administrator with local administrator privileges.
Page 452 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 453 Data and Internet Integration Exchange Server Configuration Now that you have verified that the AltiContact Manager and the Exchange Server systems are properly installed, you can start configuring the two systems to enable the Exchange Integration feature. In this section, we describe the configurations to be performed in the Exchange Server.
Page 454: Microsoft Exchange Administrator Configuration
that this can only be achieved if AltiGen has an account in the same domain as the Exchange Server or a trusted domain. Give Service Account Admin rights to AltiContact Manager service account in the Exchange server. (See Note 3 on page 23-26.) Microsoft Exchange Administrator Configuration In Microsoft Exchange Administrator, highlight the Organization container.
Page 455 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 456 To install Outlook 2000 to Corporate or Workgroup mode: Install Outlook 2000 from the Outlook 2000 or Office 2000 CD. During installation, you will be prompted to choose a mode (Internet Only vs. Corporate or Workgroup). Make sure you choose the Corporate or Workgroup mode.
Page 457 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 458 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. Select Services… on the Tools menu to open the Services dialog box.
Page 459 Data and Internet Integration Click Add to open the Add Service to Profile dialog box. Add Microsoft Exchange Server, Outlook Address book and Personal Folders to profile. Figure 16. Add Services to Profile In the Microsoft Exchange Server dialog box that opens, type the Exchange Server name in the Microsoft Exchange Server field and the test mailbox name (e.g.
Page 460 This completes setting up AltiContact Manager 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. a.
Page 461 Data and Internet Integration 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 ACM Administrator.
Page 462 Enable the Exchange Integration feature in ACM Administrator In ACM Administrator, select Voice Mail 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, Voice Mail Configuration Enter the name of the Exchange Server (e.g.
Page 463 Data and Internet Integration Testing the Exchange Server Setup You can use some simple procedures to make sure that the Exchange Integration feature is working correctly. To test the integration, set up an extension in AltiContact Manager (e.g., 100) and its corresponding mailbox in Exchange server. Also, set up a PC with Outlook 2000 configured for this user.
Page 464 Click Show Profiles. For the test mailbox there should be profiles named such as AltiExch<ServerName><FirstName><LastName> (e.g. AltiExchMAILSERVERAmyLee). If you don’t see any such profile, make sure that \altiserv\exe folder does not contain the files mapi32.dll or gapi32.dll. If these files exist, delete them, then stop and start the Exchange Integration Service.
Page 465 Data and Internet Integration 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. On the other hand, if you have less than 100MB of voice mails on the AltiGen server, the initialization will take less than 5 minutes.
Page 466 To check the Windows NT version: Click the Start button, select Run, and type winver in the Run dialog box. This opens an About Windows dialog box that displays the version of Windows 2000 running on your system. It should say: Version 4.0 (Build 1381: Service Pack 6)….Revised Service Pack 6a If you have an older version of NT, upgrade to the latest version.
Page 467 Data and Internet Integration To verify AltiGen Services: Select Start Programs Administrative Tools Services. A Windows Services dialog box will be shown, as in this example. Figure 20. Windows Services window Double-click AltiGen Switching Service COM Server to launch its Properties dialog.
Page 468 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 AltiContact Manager while logged in as a domain administrator with local administrator privileges. Exchange Server Prerequisites •...
Page 469 Data and Internet Integration type , then press Enter. You should get the proper ping ALTIWARE4_1 reply. 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.
Page 470 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 471 Data and Internet Integration 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. In the left panel of the Active Directory User and Computers window, expand the domain name, then open the Users folder.
Page 472: Exchange On Windows 2000
Installing Outlook 2000 Client on the AltiWare System (Same as settings for Exchange Server for Windows NT 4.0 Integration, follow steps under “Installing Outlook 2000 Client on the AltiContact Manager System” on page 23-17.) Enabling the Exchange Server (Same as settings for Exchange Server for Windows NT 4.0 Integration; follow steps under “Enabling the Exchange Server”...
Page 473 Data and Internet Integration 1. Run Program> Exchange> System Manager>Server 2. Right-click on the name of Exchange Server to integrate. AltiContact Manager Administration Manual 23-35...
Page 474: About Altireach Configuration
3. Go to Properties > Security > Add > name of AltiGen Server linked up. In AltiContact Manager, enable the “Exchange Message Synchronization” check box in the Mailbox Setting of the user in Extension Configuration. Then, enable the “Synchronize With Exchange Server”...
Page 475 Data and Internet Integration 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 AltiContact Manager is installed).
Page 476 23-38 AltiContact Manager Administration Manual...
Page 477: Using Tapi
H A P T E R 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 AltiContact Manager installation.
Page 478: Installing Tapi Services
Installing TAPI Services • Network connection with TCP/IP enabled • 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 AltiContact Manager system. The TAPI Service Provider will automatically load the AltiContact Manager configuration.
Page 479: Changing Tapi Configuration Parameters
Using TAPI Changing TAPI Configuration Parameters To change TAPI Configuration Parameters: On Windows NT, select Start > Settings > Control Panel > Telephony. On Windows 2000, select to Start > Settings > Control Panel > Phone and Modem Options. On Windows NT, click on the Telephony Drivers tab. On Windows 2000, click on the Advanced tab.
Page 480 Changing TAPI Configuration Parameters 24-4 AltiContact Manager Administration Manual...
Page 481: Tools And Applications
Tools and Applications H A P T E R Tools and Applications AltiContact Manager comes with the following tools and applications for testing, diagnosing and configuring your system: • Work/Hunt Group Converter • Configuration Reader • Extension Checker • MVIP Test Tool •...
Page 482 Work/Hunt Group Converter Figure 1. Work/Hunt Group Converter The number of available agent licenses are displayed in the top right window. Workgroups and huntgroups are listed in the left window, member agents and non-agents are listed in the right window. The Work/Hunt Group Converter can be used to convert: •...
Page 483: Configuration Reader
Tools and Applications — voice recording setting — queue time threshold — queue overflow settings — queue announcement — agent announcement — queue quit forward (returns to default value - to voice mail) — call distribution (if previously configured to Ring First Available Member, Ring Next Member or Ring All, the setting is not changed.
Page 484: Extension Checker
Extension Checker Extension Checker Extension Checker is a tool checks the security status of every extension in your AltiContact Manager system. Generally, an extension is considered secure if its password meets the following conditions: • contains 4-8 digits • different from extension •...
Page 485 Tools and Applications Status Description Secure Pwd + Internal Has secure password and cannot make outbound Only trunk calls Unsecure Pwd Password has unsecure elements described in Unsecure Elements window Outbound-capable Can make outbound trunk calls Unsecure Pwd + Password has unsecure elements described in Outbound Unsecure Elements window AND can make outbound trunk calls...
Page 486: Mvip Test Tool
MVIP Test Tool 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 487: 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 488 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 489 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 490 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 491 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 492 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 493 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 494 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 495 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 496 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 497 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 498 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 499 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 500: 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 501: Ppendix
P P E N D I X Product Repair Services & Technical Support This appendix describes AltiGen technical support policy and procedures. It also covers repair and replacement procedures that the user should follow when returning or replacing defective equipment. Technical Support Before contacting Technical Support, always have the following information on hand: •...
Page 502: Repair And Replacement
Repair and Replacement How To Reach AltiGen Technical Support Contact AltiGen technical support by any of the following methods: • CALL 510-252-9712 and follow the prompts. This is available to Authorized AltiGen Dealers and Distributors only. Your call will be answered by one of AltiGen’s Technical Support Representatives or routed to the Technical Support Message Center if no one is available to answer your call.
Page 503 Product Repair Services & Technical Support For products found to be in a non-repairable condition, at AltiGen’s sole discretion, the sender will be notified for further directions and disposition. 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 504: Standard Product Warranty
Repair and Replacement Standard Product Warranty Failures beyond the first 24 hours of initial power up, including Early Life Failures, shall not be considered under the DOA provisions. • All products provided under the Standard Product provision will be new or, reconditioned to adhere to the same, form, fit and function as the product being replaced.
Page 505 Product Repair Services & Technical Support • Proof of Purchase Advanced Replacement Orders o initiate an Advance Replacement order: Contact AltiGen Communication’s Repair Technical Support Department at (510) 252-9712 between 8:00 AM and 5:00 PM (PT). If the call arrives outside of the normal working hours and a message is left, an AltiGen Communication’s representative will return the calls during the next normal business day.
Page 506 Repair and Replacement Terms and Conditions 1. Exceptions and Notice of Non-Repairable Equipment Equipment returned for repair (whether in or out of Warranty), which is found to be damaged, or at AltiGen’s sole discretion are, beyond economical repair, will either be returned to the user or scrapped by AltiGen at the user’s option.
Page 507 Product Repair Services & Technical Support 6. Hardware Limitations Products, which are not manufactured by AltiGen, may not be returned to AltiGen, and should be returned directly to the original manufacturer for repair. AltiGen will not be responsible or guarantee the safekeeping of any third party equipment deliveries. Altigen will not coordinate the repairs or the forwarding of any such equipment to other vendors.
Page 508: Rma Form
RMA Form 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. The following information must be provided at the time of your request. In/Out of Warranty Repair Request Form FOR ALTIGEN USE ONLY RMA #...
Page 509 Product Repair Services & Technical Support 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...
Page 510 RMA Form B-10 AltiContact Manager Administration Manual...
Page 511: Glossary
Glossary AC - Alternating Current. ADPCM - Adaptive Differential Pulse Code Modulation. A sophisticated compression algorithm for digitizing audio that stores the differences between successive samples rather than the absolute value of each sample. This method of digitization also reduces storage requirements from 64K bits/second to as low as 24K bits/second.
Page 512 CAMA - (Central Automatic Message Accounting), dedicated trunks for enhanced 911 usage. 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 513 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 514 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 515 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 516 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 517 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 518 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 519 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 520 System Speed Dialing - this feature allows the user to access a system wide directory of commonly called numbers that have been “condensed” into a two- or three-digit code on the telephone dial pad. TAPI - Telephone Application Programming Interface. A call-processing software that allows developers to implement telephony applications that control switches from different vendors.
Page 521 UPS - Uninterrupted Power Supply. A backup battery module attached to a computer that allows memory contents to remain intact long enough for the operating system to perform an orderly system shutdown if a power outage occurs. 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...
Page 522 G-12 AltiContact Manager Administration Manual...
Page 523 Index Index agents auto logout 15-11 A-law 5-25 AlCM Administrator login 3-45 allow call redirect/priority change 15-32 Allow Do Not Disturb Feature 13-32 About icon 4-4 Allow Supervisor Monitor/Barge-In/ access Record Logout Agent’s call check restriction 1-22 box 12-8 system 4-10 alternate mark inversion (AMI) 6-23 access code 7-3, 7-5 AltiAdmin 3-1...
Page 524 Index AltiWare audio peripheral options definition G-1 for huntgroups 14-23 developer support 1-5 auto logout agents 15-11 installation 3-1 auto record Internet integration features 1-20 personal extension calls 13-8 IVR features 1-12, 1-17 workgroup calls 15-5 main window automatic call distribution 1-28, hardware status 4-5 15-24 system administration...
Page 525 Index DNIS routing 12-5 distinctive 1-8, 13-23, 14-13, busy call handling 13-29, 13-32, 15-16 14-17, 15-20, 15-21 multiple 1-10, 13-33 huntgroups 14-18 callback interview 1-6, 15-31 Bytes Received 4-10 callback number 13-23, 14-13, Bytes Sent 4-10 15-15 CallCenter configuration configuration CallCenter 12-1 call callcenter configuration...
Page 526 Index CO switch 6-31 Triton VoIP Board 6-7 code voice mail 8-1 access 7-3, 7-5 configure area 7-3 firewall 9-10 codec network for VoIP 9-9 G.711 1-25 WAN router 9-10 G.723.1 1-26 configuring codecs 9-5 Alti-IP 600 17-1 collecting caller ID and DID distribution lists 8-5 digits 1-24, 7-18 confirm callback number 13-23,...
Page 527 Index Diagnostic menu 4-3 dial last caller 1-8 E&M 6-12 dialed digit translation 1-14 dialed digit translator 5-6 channel assignment 6-16 dialed digits 6-10 service parameters 6-15 dialing an IP number from the Alti-IP service request information 6-15 600 17-4 with Voice 6-15 dialing delay E1 clocking 6-24...
Page 528 Index attributes 14-4 external logging 5-22 Exchange email synchronization 8-5 integration 1-21 failover routing 1-18, 11-9 Exchange Server 23-10–23-27 faststart enable 7-14 Exchange Server, synchronizing an FCC statement 3-xiii extension 13-22, 14-12, 15-14 feature access 5-9 Exchange synchronization 8-5 feature tips 1-8 Extended Superframe Format enabling/disabling 13-40 (ESF) 6-23...
Page 529 Index RTP packet length 7-16 holiday profile G.729 A+B Codec 1-26 caller ID routing 12-3 G.729 silence suppression 7-15 DNIS routing 12-5 G.729A without silence Holiday Routine 5-1 suppresion 7-15 Holiday Routing 1-14 G.729AB with silence home area code 5-3 suppresion 7-15 hop off G711 jitter buffer range 7-16...
Page 530 Index integrating Exchange Server 23-10– actions 11-6 23-27 beginning prompt 11-6 integration call priority 1-17, 11-6 administration 1-26 features 1-12, 1-17 Exchange 1-21 9-level menu 1-18 VoIP gateway 1-26 dial by name 1-17 intercom direct station transfer 1-18 distinctive call waiting 1-8 multiple attendant hands free mode 1-9 support 1-18...
Page 531 Index login 14-13, 15-16 first time 4-10 notification 1-19, 13-25, 14-15, workgroup 1-16 15-17 Login and Logout icons 4-4 for email messages 13-25, login, logout 4-1 14-15, 15-17 logout schedule 13-27, 14-17, 15-19 workgroup 1-16 notification type 13-25, 14-15, logout reason codes 12-6 15-18 loop current 2-3 playback 13-23, 14-13, 15-15...
Page 532 Index 14-16, 15-19 NT service NAT 9-10 AltiContact Manager 3-2 NAT support 7-14, 9-29 number plan 9-31 AltiGen IP phone 9-30 numbering plan 5-4 navigating AltiAdmin 4-1, 4-11 network address 23-2 client setup 23-9 offline registration 3-44 configuration 6-10 definition 23-1, G-7 call screening 1-10, 13-36 domain name 23-4 ONA ring duration 13-38...
Page 533 Index password, change 4-11 playing music from a file 5-28 PM schedule 5-12 features poor voice quality 6-10 account code 1-6 POP3 8-4, 23-2, G-8 business hours 1-13 POP3 service 8-4 call forwarding 1-6 port 4-6 call park 1-7, 1-11 port specifications 6-9 call pickup 1-9 Postmaster Extension 8-4...
Page 534 Index reducing dialing delay for en-bloc trunks 10-8 quality of service (QoS) 9-9 refresh interval 4-10 Quantum registration line properties 13-10 manual online 3-8 trunk properties 7-5 registration methods 3-8 Quantum Board reminder calls 1-20 configuration 6-2 remote Quantum board call forwarding 1-6 specifications 2-5 remote locations 9-4...
Page 535 Index RNA Agent Auto Logout 15-23 setting up 13-18 RNA Agent Not Ready 15-23 business hours 5-10 RNA handling email 23-4 for workgroups 15-25 groups 13-16 route access 5-10 huntgroup mail route access, number plan 5-9 management 14-11 route definition 10-1 huntgroup membership 14-5 router 9-10 huntgroups 14-3...
Page 536 Index speed dial 1-11 system numbering 5-4 station 13-18 system password 3-45 speed dialing 1-28 system reports 22-1–22-4 configuration 5-14 system requirements 2-1 split area codes 1-24 SQL 5-22 station speed dialing 13-18 statistics 6-10 caller ID 1-24 IP traffic 4-9 channel assignment 6-13 status bar 4-10 DID 1-24...
Page 537 Index tie trunk 7-5 troubleshooting T1/PRI 6-32 tie trunks 5-18 trunk toll call prefix 5-24 access code 7-3, 7-5 toll call prefixes 5-24 attributes 7-5 toll prefix 5-24 Centrex 7-5 toll restrictions 1-7, 5-16 configuration toolbar 4-4, 4-10 apply to multiple trunks 1-22 tools 25-1 dialing scheme 7-4 traffic statistics 4-9, 6-10...
Page 538 Index u-law 5-25 integrated gateway 1-26 unanswered calls 13-33, 14-20, trunk properties 7-13 15-23 VoIP configuration 9-1 uninstall AltiWare 3-47 VoIP troubleshooting 6-10–6-11 uninterrupted power supply voltage based call indicator 7-10, (UPS) 2-3 13-11 unsupported licenses 3-6 update prompts 5-29 upgrading waiting time 4-8 AltiWare OE 3-18...
Page 539 Index silent monitoring 1-17 single/multiple call handling 1-15 upgrade change 3-18 workgroup business hours 15-10 workgroup configuration 15-1 queue management advanced setup button 15-32 Workgroup icon 4-4 Workgroup view window 4-8 workgroups after hours handling 1-13 skill setting 15-12 wrapup 4-8 zero code suppression 6-23 Bell 6-23 GTE 6-23...
Page 540: Index
Index I-18 AltiContact Manager Administration Manual...
Page 541: Readers Comment Form
Readers Comment Form ACM Release 5.0 AltiContact Manager Administration Manual Please use this form to provide comments about this publication, its organization, or the subject matter. Suggestions for improvement or enhancements to our documentation are always welcome. On a scale of 1 to 5, 1 is the lowest score and 5 is the highest score. Please complete the following questionnaire.
Page 542 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 AltiContact Manager Administration Manual...

Altigen AltiContact Manager Version 5.0 Administration Manual

Preface: about this Manual

Chapter 1 Overview

Chapter 2 System Requirements

Chapter 3 Software Installation

Chapter 4

Getting Around ACM Administrator

Chapter 5 System Configuration

Chapter 6 Board Configuration

Chapter 7 Trunk Configuration

Chapter 8 Voice Mail Configuration

Chapter 9 Voip Configuration

Chapter 11 IVR Configuration

Chapter 12 Callcenter Configuration

Chapter 13 Agent Configuration

Chapter 14 Huntgroup Configuration

Chapter 15 Workgroup Configuration

Quick Links

Troubleshooting

Need help?

Questions and answers

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Summary of Contents for Altigen AltiContact Manager Version 5.0