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Altigen AltiWare ACC 5.1 Administration Manual

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AltiWare
ACC 5.1
™
Administration
Manual
4/2008 4413-0001-5.1

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Summary of Contents for Altigen AltiWare ACC 5.1

  • Page 1 AltiWare ACC 5.1 ™ Administration Manual 4/2008 4413-0001-5.1...
  • 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 About This Manual ........1 Related Publications .
  • Page 4 HAPTER Getting Around AltiWare Administrator 5.1 ....39 Logging In and Out ......... 39 Changing the Password .
  • Page 5 HAPTER Voice Mail Configuration ....... . 77 Managing Messages ......... 77 Setting Message Notification Retries .
  • Page 6 Selecting Trunks to Set Attributes ......117 Configuring One or Multiple Trunks ......117 Setting General Trunk Attributes .
  • Page 7 IP Extension Configuration ........169 Phone Display Options ........170 Configuring Group Options for an Extension .
  • Page 8 Setting Up a Mobile Extension ....... . . 204 Voice Mail for Mobile Extensions ....... 211 Mobile Extension Limitations .
  • Page 9 Setting Workgroup Mail Management ......243 Disabling a Mailbox ........243 Setting E-mail Options .
  • Page 10 Private Network Configuration Example ......267 VPN Network Configuration Example ......269 HAPTER Enterprise VoIP Network Management .
  • Page 11 Trace Collector ..........317 Limitations .

  • Page 13: About This Manual

    Related publications include: Hardware Telephony Manual • AltiView Manual • AltiAgent Manual • AltiSupervisor Manual • AltiConsole Manual • CDR Manual • Alti-IP 600 Administration Manual • IP 710 User Manual • IP 705 User Manual • AltiWare ACC 5.1 Administration Manual...
  • Page 14 AltiWare ACC 5.1 Administration Manual...

  • Page 15: Overview

    Current Resource Statistics window. Each SIP phone and IPTalk (softphone) has its signal control channel. SIP and H.323 trunks have their own signal control channels, which are displayed in the Trunk View window. AltiWare ACC 5.1 Administration Manual 1...

  • Page 16: Multi-Site Enterprise Management - Altienterprise Manager

    Global IP Dialing Table - The IP Dialing Table is moved to AltiEnterprise Manager. • The IP Dialing Table configuration is used to create location-based routing in the AltiEnterprise. The 5.1 IP Dialing Table supports hop-off blocking by location to prevent unnecessary hop-off calling. AltiWare ACC 5.1 Administration Manual...

  • Page 17: Multi-Chassis Gateway Support (Acm Only)

    Total agents seats (License/Head) per system - 256 • Voice Processing New Features and Enhancements Multi-lingual support (ACM only) • Ability to select a custom file name in the phrase management menu • Adjustable System Phrase for System Park • AltiWare ACC 5.1 Administration Manual 3...

  • Page 18: Pbx New Features And Enhancements

    SIP device to the agent's IP phone (bypassing AltiServ). Client Application New Features and Enhancements AltiView Meet-Me conference scheduling, monitoring, mute, and drop capability • Dial pad and Flash key • Ability to manage Activity greetings • AltiWare ACC 5.1 Administration Manual...

  • Page 19: Ip Phone New Features And Enhancements (Ip600, Ip710, Ip705)

    Supports "Flash" and "Pause" in speed dial in the programmable keys. It can be • configured only from AltiWare Administrator. Network status display added for troubleshooting purposes • IP phone password is updated by the system when the user changes voice mail • password AltiWare ACC 5.1 Administration Manual 5...

  • Page 20: Key System Features

    You can speak privately to each person before adding the person to the conference. Conference Call (MeetMe) - multiple parties can call into a pre-scheduled conference bridge to join a conference call. The conference host can mute or drop conference members. AltiWare ACC 5.1 Administration Manual...
  • Page 21 If all extensions are busy, the incoming call will be queued and listen to background music. Individual and System Call Pick Up - allows users to answer a ringing telephone from another station. AltiWare ACC 5.1 Administration Manual 7...
  • Page 22 Paging (analog trunk or station port) - allows paging through a Zone paging device connected to an analog trunk or station port. Paging (Audio-Out Port) - allows paging though a speaker connected to an audio output port. AltiWare ACC 5.1 Administration Manual...

  • Page 23: Automatic Call Distribution Features

    Not Ready. Agent Auto Logout When RNA - when a workgroup call rings an agent and is not answered, this feature automatically sets the agent state to Logout for that particular workgroup. AltiWare ACC 5.1 Administration Manual 9...
  • Page 24 Single/Multiple Call Handling for Workgroups - allows the workgroup administrator to select single or multiple calls handling operation for workgroup agents when holding a workgroup call. Skill-Based Routing (ACM only) - this feature includes the following capabilities: AltiWare ACC 5.1 Administration Manual...
  • Page 25 Wrapup Time - allows a group member some time in between calls to wrap up on notes, prepare for the next call, or log out of the group. This wrapup time is configurable on a per-agent basis. AltiWare ACC 5.1 Administration Manual 11...

  • Page 26: Auto Attendant (Aa) Features

    This mailbox does not allow callers to leave a message, but only to listen to the message announcement (personal greeting) from the mailbox. To repeat the message, callers are instructed to press the # key. AltiWare ACC 5.1 Administration Manual...

  • Page 27: Voice Processing New Features And Enhancements

    - a Web-based management tool that provides a way for users to visually manage their call handling options such as One-Number-Access, CallView, Message Notification, Speed Dial Numbers and other personal phone settings using a standard Web browser. AltiWare ACC 5.1 Administration Manual 13...

  • Page 28: Call Center New Features And Enhancements

    1 to 24 hours to prevent password intrusion. Applies to login from AltiView, AltiAgent, AltiSupervisor, AltiConsole, CDR Search, and other add-on applications. Feature Profiles - allows administrators control over user access to system feature codes. AltiWare ACC 5.1 Administration Manual...

  • Page 29: Voice Over Ip Features

    G.723.1 Codec - a dual rate audio encoding standard, which provides near toll quality performance under clean channel conditions. G.729 A+B Codec - speech data encoding/decoding standard of 8 Kbps. AltiWare ACC 5.1 Administration Manual 15...

  • Page 30: Multi-Site Voip Management - Altienterprise Manager

    Global Least Cost Routing - when multiple systems are in different area codes or countries, the administrator can set up Global Least Cost Routing to route long distance or international calls through member systems. The routing rules are propagated to all members automatically. AltiWare ACC 5.1 Administration Manual...

  • Page 31: Optional Add-On Software

    It includes a self-installing CD-ROM containing AltiGen SDK software. Session-based licensing is required for both Basic API and APC API interfaces. AltiWare ACC 5.1 Administration Manual 17...
  • Page 32 AltiWare ACC 5.1 Administration Manual...

  • Page 33: Hapter

    Windows 2000 Professional with SP4 • Windows XP Professional with SP2 • Windows Server 2003 • Windows XP Embedded (MAX1000 only) • For AltiWare Administrator 5.1 Windows 2000 Server/Professional with SP4 • Windows Server 2003 • AltiWare ACC 5.1 Administration Manual 19...

  • Page 34: Cpu, Memory, And Hdd Requirements

    1 GB SATA RAID Dual 400W with load (Office 3G) sharing required The total number of AltiGateways supported in this release is three. In a multi-chassis configuration, only Alti-Office3G can be used as a Softswitch system. AltiWare ACC 5.1 Administration Manual...
  • Page 35 AltiSupervisor Per concurrent login IPTalk Per concurrent login SIP Trunk Per activated SIP trunk Centralized Per Session Recording Advanced Call Per System Router AltiReport Per System VRManager Per System AltiWeb Per System Per Session AltiWare ACC 5.1 Administration Manual 21...

  • Page 36: Upgrade And Migration Path

    If you plan to run Exchange Integration, you must have domain administrator rights. 7. Insert the AltiWare CD-ROM into the CD-ROM drive. 8. Select and read the Readme.txt file. 9. After reading the Readme.txt file, click on SETUP.EXE in the AltiWare ACC or ACM folder. AltiWare ACC 5.1 Administration Manual...

  • Page 37: About License Keys And The System Key

    All license keys must be registered to the system key — without proper registration, the system will function with only 8 extensions and all trunk ports enabled. If the system key is not present, AltiAdmin cannot be connected to the server. AltiWare ACC 5.1 Administration Manual 23...

  • Page 38: System And Administration Features

    Completion of the final step of this process generates an activation file that is used to populate the actual system with valid registration information. WARNING! Once a license key is associated with a system key, it cannot be reassigned to another system key. AltiWare ACC 5.1 Administration Manual...
  • Page 39 Assign user privilege to view the Assurance & Warranty tab on the Dealer Web Site • (for pending orders and purchases) Pending orders are saved for up to 30 days. You may complete the purchase by invoking the pending order and proceeding to purchase. AltiWare ACC 5.1 Administration Manual 25...
  • Page 40 AltiGen offline registration web site) and enter the software licenses you are registering. Note: Note: Direct access to the offline registration web site via the URL is no longer supported. AltiWare ACC 5.1 Administration Manual...
  • Page 41 Log in to the Assurance & Warranty site. Confirm that the system key, serial numbers of the chassis and all the boards, and the software licenses are displayed. (See the following figure for an example.) AltiWare ACC 5.1 Administration Manual 27...
  • Page 42 At the end of product registration, a Software Assurance purchase link is available. Click the link to go to the Assurance & Warranty web site. (Software Assurance purchase is optional.) AltiWare ACC 5.1 Administration Manual...

  • Page 43: Software Installation & License Registration

    It is highly recommended that you receive a written confirmation from the • customer before making this change. Product registration is performed and an e-mail with license activation file attachment is sent to the purchaser. 3. Existing 5.1 systems which have not purchased Software Assurance AltiWare ACC 5.1 Administration Manual 29...
  • Page 44 Double-click this HTML file. You are redirected to the Assurance & Warranty web site. If ACC 5.1 is the intended target release, you are questioned to determine if this is appropriate (some ACC 5.0A features are not supported in ACC 5.1). AltiWare ACC 5.1 Administration Manual...

  • Page 45: Preparation For Installation

    5.1 Update1 using the full installation package. Please note that no new license can be registered to the 5.0A license activation file after the Software Assurance purchase. AltiWare ACC 5.1 Administration Manual 31...
  • Page 46 An e-mail with the newly generated licenses and software upgrade • instructions are sent to the Dealer Purchase a Media Kit to perform software upgrades. Register the product: Register the product to migrate from 5.0A ACC to 5.0A ACM. • AltiWare ACC 5.1 Administration Manual...
  • Page 47 9/4/2007 and 12/31/2007, the pro-rated price calculation uses 1/1/2008 as the start date. "Product registration is performed after Software Assurance purchase, and the license activation file is sent to the purchaser. "This license will be included in the next renewal. AltiWare ACC 5.1 Administration Manual 33...

  • Page 48: License Activation And Registration Procedures

    5 if you want to add licenses during online registration.> Click Add License to add the license keys that you want to add and activate. (License keys are located on the End User License Agreement sent with every License purchase.) AltiWare ACC 5.1 Administration Manual...
  • Page 49 Dealer. This information can be obtained by contacting either your local authorized AltiGen Dealer or AltiGen Technical Support. Click Next when finished. 8. The next web page allows for inputting of Customer and Installer information. AltiWare ACC 5.1 Administration Manual 35...
  • Page 50 (required) and click Next when finished. 9. The next web page allows for entering of new License Keys or for adding any additional licenses. Click Add More Keys to add more licenses, or click Next to register these licenses. AltiWare ACC 5.1 Administration Manual...
  • Page 51 12. The final web page displays a verification notice and number, confirming that an e- mail of the registration process results has been sent to the customer and installer. Save the e-mail for future reference. You may close this web page. AltiWare ACC 5.1 Administration Manual 37...
  • Page 52 The licenses that have just been validated will appear in the license field, along with an accompanying Registration Key number and Description of the license. 14. Close the License Info window to finish the license registration. AltiWare ACC 5.1 Administration Manual...

  • Page 53: When The System Has No Internet Connection

    5 if you want to add licenses later.> Click Add License to add the license keys that you want to add and activate. (License keys are located on the End User License Agreement sent with every License purchase.) AltiWare ACC 5.1 Administration Manual 39...
  • Page 54 System Key field, enter your system key (located on the End User License Agreement). In the Dealer Installation ID field, enter the ID number assigned to your Dealer. This information can be obtained by contacting either your local authorized AltiGen Dealer or AltiGen Technical Support. AltiWare ACC 5.1 Administration Manual...
  • Page 55 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. AltiWare ACC 5.1 Administration Manual 41...
  • Page 56 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: AltiWare ACC 5.1 Administration Manual...
  • Page 57 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 network drive or removable storage device. AltiWare ACC 5.1 Administration Manual 43...

  • Page 58: Registering Online Without Altiware Admin

    This version of AltiWare does not Unplug Triton T1 Rev A2 or VoIP Rev support Triton T1 Rev A2 or VoIP Rev A2 boards, then run setup again. A2 boards. Please unplug these boards, then run setup again. AltiWare ACC 5.1 Administration Manual...
  • Page 59 AltiWare’s installation but before restarting your system Failed to upgrade AltiWare The previous database may be databases. corrupted. Restore the last, known working database and try again. If error persists, contact your Authorized AltiGen Dealer. AltiWare ACC 5.1 Administration Manual 45...
  • Page 60 AltiWare ACC 5.1 Administration Manual...

  • Page 61: Getting Around Altiware Administrator 5.1

    Services > Login. You’ll be prompted to enter the password and click OK. The first time you log in, use the system default password, 22222. Important: To ensure system security, change the system password as soon as possible. AltiWare ACC 5.1 Administration Manual...

  • Page 62: Changing The Password

    The Main Menu These are the menus and the functions found under each menu: Services • Log in and log out, change password, utilities (system data management and convert work/hunt group), shut down all services, and exit. AltiWare ACC 5.1 Administration Manual...

  • Page 63: Quick Access Toolbar

    Trunk. Opens the Trunk Configuration window. Shortcut for PBX > Trunk Configuration. Extension. Opens the Extension Configuration window. Shortcut for PBX > Extension Configuration. Workgroup. Opens the Workgroup Configuration window. Shortcut for CallCenter > Workgroup Configuration. AltiWare ACC 5.1 Administration Manual 39...

  • Page 64: Status Bar

    The physical ID (including the ID on the faceplate of the board and the gateway ID). • If it is an all-in-one system, the gateway ID is the system itself, and the ID is 0. Double-click a board to open a configuration window for that board. Figure 3. Boards window AltiWare ACC 5.1 Administration Manual...

  • Page 65: Extension View Window

    The Reset button resets the selected extension to the idle status. You’ll be asked to confirm the reset. You can click the Reset button without selecting an extension, and then type in the extension number for the extension to reset. AltiWare ACC 5.1 Administration Manual 41...

  • Page 66: Trunk View Window

    The Reset button resets the selected trunk(s) to the idle status if the trunk is connected to a carrier. You’ll be asked to confirm the reset, and a status message will tell you if the reset was successful. AltiWare ACC 5.1 Administration Manual...

  • Page 67: Call Log View Window

    Busy—the number of logged in agents who are currently on the phone • Error—the number of logged in agents with extensions that are left off-hook or other • user error Logout—the number of agents who are logged out from the workgroup • AltiWare ACC 5.1 Administration Manual 43...

  • Page 68: Current Resource Statistics Window

    Network Packet Loss—the number of voice packets that have been lost due to • prolonged delays, network congestion, or routing failure JB Packet Loss—the number of voice packets that have been discarded due to • jitter buffer overflow AltiWare ACC 5.1 Administration Manual...

  • Page 69: Stopping The Altigen Switching Service

    AltiWare client. Note: Stopping the AltiGen services from the Windows Services tool is not recommended, because it requires you to know what all the services are and is time-consuming. AltiWare ACC 5.1 Administration Manual 45...

  • Page 70: Programs Available From The Windows Start Menu

    See “Trace Collector” on page 311. Voice File Converter—A voice phrase conversion tool that converts WAV files to • ADPCM, WAV to PCM, or ADPCM/PCM to WAV format. See “Voice File Converter” on page 315. AltiWare ACC 5.1 Administration Manual...

  • Page 71: Hapter

    Use the General tab in the System Configuration window to set the system ID, area code, main number, and country; extensions for the manager, the operator, the MeetMe conference administrator; and options for distinctive ring, conference bridge, and system call park. AltiWare ACC 5.1 Administration Manual 47...
  • Page 72 Once a server is part of a VoIP domain, you cannot change the System ID. Country Select a country for the system. This configuration ties to a tone table matched to the country's telecom interface specification. AltiWare ACC 5.1 Administration Manual...
  • Page 73 To the caller, the call park sounds like being put on hold. Valid entry: 1 - 60 minutes. Select a greeting that the caller will hear before being placed on hold. AltiWare ACC 5.1 Administration Manual 49...

  • Page 74: Setting A System Number Plan

    You also use the system number plan to set a DID number length to use, and to define the system response to the first digit dialed—for example, pressing 9 to get a trunk line. The numbering scheme requires some thoughtful planning. AltiWare ACC 5.1 Administration Manual...
  • Page 75 7nnn extensions. Default Password The default password for newly created extensions is randomly generated by the system. (When the password is changed, it must be four to eight digits in length.) AltiWare ACC 5.1 Administration Manual 51...
  • Page 76 “*” to call an internal workgroup to report an urgent situation. Typical applications are: • One-digit emergency dialing • One-digit dialing to branch or headquarters over PSTN or VoIP • One-digit dialing to activate a feature code AltiWare ACC 5.1 Administration Manual...
  • Page 77 This feature is for internal extension users only. It does not support dialing out from voice mail. Improper configuration may cause conflict with the system numbering plan. Be sure to fully test any configuration change in this area before going “live.” AltiWare ACC 5.1 Administration Manual 53...
  • Page 78 1. Select Extension Dialed Digit Translator from the Select Digit Translator drop-down list. 2. In the Extensions Group field, use the Add button to create and select an extension group that the Extension Dialed Digit Translator will apply to. AltiWare ACC 5.1 Administration Manual...
  • Page 79 In addition, you may also set 1- 9 or * to Feature Access. For example, if 7 is set to Feature Access, Station Login (#27) can also be accessed using 727. AltiWare ACC 5.1 Administration Manual 55...

  • Page 80: Setting Business Hours

    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 and Time options in the Windows Control Panel. AltiWare ACC 5.1 Administration Manual...
  • Page 81 For each business hour profile, set the business schedule parameters as follows: Parameter Description Select the days of the week on which the company does business. For example, if the company does business Monday – Friday, check the check boxes for those days. AltiWare ACC 5.1 Administration Manual 57...

  • Page 82: Routing Calls On Holidays

    Note: Incoming DID and tie trunk calls will not follow holiday routes, but go to the dialed extensions directly. To configure Holiday routings, select System > System Configuration, and then click the Holiday tab. AltiWare ACC 5.1 Administration Manual...
  • Page 83 Holiday list to create a new holiday. 3. In the Add Holiday dialog box that appears, select a date from the drop-down calendar and enter a description to identify the holiday. Click OK. AltiWare ACC 5.1 Administration Manual 59...

  • Page 84: Configuring System Speed Dialing

    Speed dial settings for individual extensions are set in Extension Configuration. (See “Setting up Station Speed Dialing” on page 145.) To configure Speed Dialing, select System > System Configuration, and then click the System Speed tab. AltiWare ACC 5.1 Administration Manual...
  • Page 85 914085551212 comprises 9 (trunk access code), 1 (long distance prefix), followed by 408 (area code), and then the seven-digit telephone number. Valid digits include 0 through 9, #, *, and (,) comma. The comma represents a one-second pause, when IP trunks are not used. AltiWare ACC 5.1 Administration Manual 61...

  • Page 86: Defining System Call Restrictions

    Restrict other system users from hopping-off to make an outbound call via a tie • trunk Set 10-digit dialing area codes for using trunk access code • To set up call restrictions, select System > System Configuration, then click the Call Restriction tab. AltiWare ACC 5.1 Administration Manual...

  • Page 87: Blocking Calls To Area Codes From All Extensions

    To add or remove local call definitions (calls that begin with 1 but are free: 800, 888), use the Add or Delete button in the Unrestricted Area Code panel, and click Apply. The area codes defined here will be considered “local” when configuring extension call restrictions. AltiWare ACC 5.1 Administration Manual 63...

  • Page 88: Locking Attacked Extensions

    Applies only to calls that use a trunk access code. For calls using a route access code, 10-digit dialing area codes need to be configured in the Out Call Routing Configuration window, Dialing Pattern tab. See “Working on Dialing Patterns” on page 231. AltiWare ACC 5.1 Administration Manual...

  • Page 89: Creating Account Codes

    On the Call Reports tab, specify the following: Where to log the call detail records (CDR). The location can be an internal database, • an external database, or both. AltiWare ACC 5.1 Administration Manual 65...

  • Page 90: Internal Database Configuration (Internal Log Service)

    3. (Optional) In the Archive purged record(s) field, use the up/down arrows to select the number of months per archive file. This determines the number of months that the system will archive an existing CDR database before creating a new database. 4. Press OK or Apply. AltiWare ACC 5.1 Administration Manual...

  • Page 91: Exporting Through A Local Port

    The toll prefixes set here should match the dialing plan prefixes for the country set in the General tab (see “Setting General Parameters” on page 47). You can set the following toll call prefixes. AltiWare ACC 5.1 Administration Manual 67...

  • Page 92: Setting Emergency Numbers

    System default beginning and update prompts for callers in queue • Overhead paging • To access the Audio Peripheral configuration window, select System > System Configuration, then click the Audio Peripheral tab. Figure 14. System Configuration, Audio Peripheral tab AltiWare ACC 5.1 Administration Manual...

  • Page 93: Configuring Music On Hold And Recorded Announcements

    Listen to Music or Recorded Announcement check box. Note: If you have two files named MusicOnWaiting in the MusicOnWaiting folder, one a .wav file and one a PCM file, the .wav file takes precedence. AltiWare ACC 5.1 Administration Manual 69...

  • Page 94: Setting Greeting And Update Prompts

    When the Activity is changed, the extension’s greeting is also automatically changed to the greeting associated with this activity. To access Activity configuration, select System > System Configuration, then click the Activity tab. AltiWare ACC 5.1 Administration Manual...
  • Page 95 For information on how to set an activity code and how to display the extension’s activity on AltiConsole, please refer to the AltiAgent User Guide, the AltiView User Guide, the IP phone user guide, or the AltiConsole Manual, as appropriate. AltiWare ACC 5.1 Administration Manual 71...

  • Page 96: Feature Profiles

    #51 – Line Park Pickup #81 – Hands Free Mode #82 – Dial Tone Disabled Call Management: #26 – Station Logout #27 – Station Login #32 – Enter Account Code #33 – Do Not Disturb AltiWare ACC 5.1 Administration Manual...
  • Page 97 So, it is important to note which extensions are assigned to certain feature profiles, especially when adding new profiles or deleting old ones. AltiWare ACC 5.1 Administration Manual 73...

  • Page 98: Ct-Bus Configurations

    2. If the T1/E1 board that has been selected automatically is set up as a tie trunk to another system, and the T1/E1 connecting to the CO is on the other board. AltiWare ACC 5.1 Administration Manual...

  • Page 99: Voice Mail Configuration

    Managing Messages The Messaging tab in the Voice Mail Configuration window provides for setting basic parameters and options for messaging, including message notification retry attempts, message management options, recording options, and e-mail activation and usage. AltiWare ACC 5.1 Administration Manual 163...

  • Page 100: Setting Message Notification Retries

    5 retries means five tries after the original, or 6 total attempts. Retry Interval in The number of minutes between retry attempts. Minutes Five minutes is the minimum and 60 minutes is the maximum interval allowed. The default is 5 minutes. AltiWare ACC 5.1 Administration Manual...

  • Page 101: Setting Message Management Options

    To use the AltiWare e-mail services, configure the following settings. Parameter Description Enable SMTP/POP3 Selected, this enables incoming and outgoing mail E-Mail Service services on AltiWare—Simple Mail Transfer Protocol (SMTP) and Post Office Protocol (POP). AltiWare ACC 5.1 Administration Manual 165...

  • Page 102: Creating Distribution Lists

    AltiView or AltiAgent user applications. To configure distribution lists, select System > Voice Mail Configuration, then click the Voice Mail Distribution List tab. Figure 2. Voice Mail Configuration, Voice Mail Distribution List tab AltiWare ACC 5.1 Administration Manual...

  • Page 103: Defining A Distribution List

    Non-Member list. You can select multiple names by using Shift-click or Ctrl-click. 4. Click Apply to save your changes, or click OK to save and close the Voice Mail Configuration window. AltiWare ACC 5.1 Administration Manual 167...
  • Page 104 AltiWare ACC 5.1 Administration Manual...

  • Page 105: Hapter

    2. Record phrases for each menu level or use the pre-recorded phrases that are available to you. See “Phrase Management” on page 214 for more details on how to AltiWare ACC 5.1 Administration Manual 209...

  • Page 106: Example: Aa Planning

    The first 16 AAs are provided with the menus blank. You can edit these as described in “Editing Auto Attendants” on page 211. You don’t need to add a new AA if you’re going to use 16 or fewer. AltiWare ACC 5.1 Administration Manual...

  • Page 107: Editing Auto Attendants

    System > AA Configuration. When the AA Select window appears, select an AA in the list and click the Edit button. This opens the AA window, showing the AA you selected in the title bar. AltiWare ACC 5.1 Administration Manual 211...

  • Page 108: Configuring Menu Items

    Second step—Execute the action selected from the drop down list. The drop down • list contains the following actions: Action Description No Action An “invalid” message plays and the menu is repeated. Level - Expand Expand menu item to create additional level. Tree AltiWare ACC 5.1 Administration Manual...

  • Page 109: Making Auto Attendant Assignments

    DNIS, caller ID, in-call routing, and an answering option for an extension or workgroup. For example, for trunk /AA assignments, see “Quantum Trunk Properties” on page 121. For extension or group assignments, see “Setting Answering Options” on page 155. AltiWare ACC 5.1 Administration Manual 213...

  • Page 110: Phrase Management

    We apologize for the extended delay, but our current call load is abnormally high. Remember, you may leave a message by pressing the # key on your telephone and we will get right back to you. AltiWare ACC 5.1 Administration Manual...

  • Page 111: Recording Custom Phrases From The Altigen Phone

    If you are using a studio other than Worldly Voices, use the Voice File Conversion • utility. This utility converts an audio file recorded at either 8KHz or 11.025KHz in the WAVE format to an AltiWare playable audio file. AltiWare ACC 5.1 Administration Manual 215...
  • Page 112 5. Once you receive the prompts in the AltiWare format, place them in the C:\PostOffice\phrases\LangCustom directory on the AltiGateway that is running AltiServ. Your prompts are now ready to be used. AltiWare ACC 5.1 Administration Manual...

  • Page 113: Hapter

    • For information on how to install AltiGen boards, refer to the Quick Installation Guide provided with every board package. Board attributes and functions are accessible from the Boards window. Figure 1. Boards window AltiWare ACC 5.1 Administration Manual 75...
  • Page 114 Be sure to inform all users before resetting a board. Additionally, if the board is a resource board (VoIP 12 port, VoIP 30 port, Triton resource board, 30-party conference board), resetting it will disconnect all calls that use the resource. AltiWare ACC 5.1 Administration Manual...

  • Page 115: Using The Triton Resource Board

    Configuring the Quantum Board Double-click the Quantum board in the Boards window to open the Board Configuration window, similar to Figure 2 on page 76. See attribute descriptions below Figure 2. Note the following additional information: AltiWare ACC 5.1 Administration Manual 77...

  • Page 116: Configuring The Triton Analog Station Board

    See “Triton Analog Station Line Properties” on page 140. Clicking the Board Configuration button opens a configuration dialog box that • displays the board’s serial number, DSP clock, physical and logical IDs. Figure 3. Board Configuration dialog box AltiWare ACC 5.1 Administration Manual...

  • Page 117: Configuring The Triton Analog Trunk Ls/Gs And Ls Boards

    SIP and H.323 devices. The Triton VoIP board can be configured as a 12-port G.711/G.723.1/G.729AB or 30- port G.711 board. For limitations on configuring Triton VoIP boards and ports see the AltiGen Telephony Hardware Manual. AltiWare ACC 5.1 Administration Manual 79...

  • Page 118: Configuring The Triton T1/E1 Board

    Double-click a channel group to open a configuration window, discussed in the • following section. Clicking the Board Configuration button opens a configuration dialog box that • displays the board’s serial number, DSP clock, physical and logical IDs. AltiWare ACC 5.1 Administration Manual...
  • Page 119 Double-clicking a channel group for a Triton T1 board in the Channel Group Info pane opens a T1 or E1 Configuration dialog box, as in Figure 7 and Figure 8. Figure 7. Triton T1 configuration dialog box AltiWare ACC 5.1 Administration Manual 81...

  • Page 120: Reading The Status Messages

    To locate the AIS alarm, Indication Signal all 1’s to our T1/E1; AIS have the carrier check (AIS)> = Alarm Indicator the T1 network element Signal; all ones detected connected to the T1 interface and trace the problem. AltiWare ACC 5.1 Administration Manual...
  • Page 121 The Out Of Frame counter registers every time the T1 chip is forced to re-frame when receiving a frame with severe errors. The Receiver Frame Slips counter shows the number of Rec Frame Slips frame slips for the receiver. AltiWare ACC 5.1 Administration Manual 83...
  • Page 122 7 is forced to a one. Bell Zero Code Suppression replaces bit 7 of an all zero channel byte with a one. CD Bits Handling CD Bits Handling is not editable. AltiWare ACC 5.1 Administration Manual...

  • Page 123: Setting Up Channels On The Triton T1/E1 Board

    T1 to PRI or vice versa. Otherwise, the system will generate garbage call records to your internal or external logger service. See “Setting General Trunk Attributes” on page 102 for details. AltiWare ACC 5.1 Administration Manual 85...
  • Page 124 Enable Tie Trunk—check this box to enable a tie trunk. Tie trunks must terminate • to a system also configured as a tie trunk. Note: This option not available when T1 CAS is selected. AltiWare ACC 5.1 Administration Manual...
  • Page 125 Enable Tie Trunk—check this box to enable a tie trunk. Tie trunks must terminate • to a system also configured as a tie trunk. Note: This option not available when T1 CAS is selected. AltiWare ACC 5.1 Administration Manual 87...
  • Page 126 Network and the other as User. For example, set one to NI-2 PRI Network and the other to NI-2 PRI. AT&T 4ESS PRI Network • AT&T 5ESS PRI Network • NT DMS-100 PRI Network • NI-2 PRI Network • AltiWare ACC 5.1 Administration Manual...
  • Page 127 Network and the other as User. For example, set one to NT DMS-100 PRI Network and the other to NT DMS-100 PRI. Austel TS014 PRI Network • ETSI NET5PRI Network • NT DMS-100 PRI Network • AltiWare ACC 5.1 Administration Manual 89...
  • Page 128 All Other Numbers—for calls that do not fall into any category above, for example, • 911, 311. For each class, select the type of number/numbering plan from the drop-down list: Type of Number: • Unknown – International – National – Network Specific – Subscriber Number – AltiWare ACC 5.1 Administration Manual...
  • Page 129 PRI connection. In some cases where a shared D channel is used, other TEI values might be required to identify which span will be used for a call. Assigned by CO switch—do not use this setting unless advised by your CO. • AltiWare ACC 5.1 Administration Manual 91...
  • Page 130 If you select the third option, specify “assigned numbers” by clicking the Add button and entering the numbers. To edit or delete a number you added, select it and click the Edit or Delete button. AltiWare ACC 5.1 Administration Manual...

  • Page 131: Installing A Channel Service Unit (Csu)

    2. T1 is installed but not turned on because there is no termination device for a period of time. 3. T1 is turned on but channel is not in service. AltiWare provides basic troubleshooting information in the T1 Span Configuration window, described in “T1 and E1 Configuration” on page 81. AltiWare ACC 5.1 Administration Manual 93...

  • Page 132: Configuring Virtual Boards Sipsp And H323Sp

    Configuration button opens this dialog box: If you change the number of SIP extension or tie trunk channels, you must stop and restart the switching and gateway services. Figure 17. SIP Signaling Channel Configuration dialog box AltiWare ACC 5.1 Administration Manual...

  • Page 133: Configuring The H323Sp Board

    Max Tie-Trunk Channel: Sets the maximum number of trunk channels for this • board in increments of 4, from 4 to 96. You need to reboot the AltiWare system after the maximum trunk channel number is changed. AltiWare ACC 5.1 Administration Manual 95...

  • Page 134: Configuring The Max Board

    In the channel group configuration dialog box, click the Protocol button to open the • Protocol Configuration dialog box. For information on configuring protocol, see “Setting up Channels on the Triton T1/E1 Board” on page 85. AltiWare ACC 5.1 Administration Manual...

  • Page 135: Configuring The Virtual Mobileext Board

    Only one gateway can include a MobileExt board, even if the system consists of multiple gateways. Configuring the virtual MobileExt board is discussed on page 240 in the chapter “Mobile Extension Configuration.” AltiWare ACC 5.1 Administration Manual 97...
  • Page 136 AltiWare ACC 5.1 Administration Manual...

  • Page 137: Hapter

    To find out channel information, right-click a trunk in the Trunk View window (shown in Figure 2, below), and select Channel Physical Location. The Channel Information box appears, displaying logical board ID, board name, channel group type, and channel ID. AltiWare ACC 5.1 Administration Manual 99...

  • Page 138: Opening The Trunk Configuration Window

    Double-click a trunk in the Trunk View window. • Selecting Channel Properties from the right-click menu in Trunk View bypasses the general Trunk Configuration window to open a trunk properties window specific to the selected trunk. Figure 2. Trunk View window AltiWare ACC 5.1 Administration Manual...

  • Page 139: Selecting Trunks To Set Attributes

    Select the trunks you want to apply changes to, then click OK. (Use Ctrl+click and Shift+click to select several trunks.) This applies changes to multiple trunks for only the attribute or option that you changed. AltiWare ACC 5.1 Administration Manual 101...

  • Page 140: Setting General Trunk Attributes

    "Outgoing" trunk, the incoming call will be rejected by the system. To avoid this mistake, make sure you check with your carrier to verify the hunting number before you configure a trunk to Outgoing. AltiWare ACC 5.1 Administration Manual...
  • Page 141 Use Overlap dialing for analog and T1-CAS trunks for best results. Calls will be completed faster. En-bloc - The system will buffer all dialed digits and send it to the CO at once. • Typically is used in ISDN-PRI trunk and SIP trunk. AltiWare ACC 5.1 Administration Manual 103...
  • Page 142 [Caller’s Extension Number] and [Target’s Extension Number] to the other side of the tie trunk. Because the format is AltiGen proprietary, you may have a problem if you enable this configuration when connecting to a non-AltiGen PBX. AltiWare ACC 5.1 Administration Manual...
  • Page 143 Trunk Properties—Opens a dialog box that allows you to configure low-level, • hardware-specific properties for each trunk. The options vary depending on the type of board and trunk; this is discussed in subsequent sections. AltiWare ACC 5.1 Administration Manual 105...

  • Page 144: H323 Tie Trunk Properties

    Figure 4. Configuration dialog box for a Triton VoIP channel See “Configuring the SIPSP Board” on page 94 for board configuration information. Note: This is signal only trunks. Make sure you have enough IP resource boards to cover your needs. AltiWare ACC 5.1 Administration Manual...

  • Page 145: Sip Trunk Properties

    In the Trunk Configuration window, select a SIP trunk type, click the Trunk • Properties button, then click the SIP Trunk Configuration button. In the Board View window, double-click a SIPSP board type, click the Board • Configuration button, then click the SIP Trunk Configuration button. AltiWare ACC 5.1 Administration Manual 107...
  • Page 146 To copy the information in one row to other rows, select the row and click Copy To. Then select the rows you want to copy the information to, using CTRL+click and Shift+click to select several rows. Click OK. To delete a row, select it and click Delete. AltiWare ACC 5.1 Administration Manual...

  • Page 147: Triton T1/E1 Trunk Properties

    Specifies the delay, in milliseconds, after trunk seizure and before digit dialing. This configuration will slow down the system transmitting digits to the CO by a defined delay to avoid missing digits. Do not change this value unless advised. AltiWare ACC 5.1 Administration Manual 109...
  • Page 148 “Configuring One or Multiple Trunks” on page 101, to apply the Caller ID Collection to multiple T1 trunks. Note: In order for back-to-back T1 and tie trunk T1 configurations to perform properly, it is recommended that you use the system’s default incoming call sequences: AltiWare ACC 5.1 Administration Manual...

  • Page 149: Caller Id And Did Incoming Sequence Example

    In this example, the AltiWare ACC/ACM system is expecting either the sequence or only digits for incoming calls. If no match is found for either sequence, #CID*DID no Caller ID or DID digits are collected. AltiWare ACC 5.1 Administration Manual 111...

  • Page 150: Triton Analog Trunk Gs/Ls Properties

    Note that you can use Apply to in this dialog box to apply changes to other trunks of the same type. Parameter Description Interface Type Select the type of trunk that will interface with this trunk channel: Loop Start Trunk • Ground Start Trunk • AltiWare ACC 5.1 Administration Manual...
  • Page 151 CO disconnect signal), after answering an incoming call. Loop Break Duration Disconnects signal if CO breaks loop current. You can set the duration from 200 to 1000 ms. 600 ms is common in (ms) North America. AltiWare ACC 5.1 Administration Manual 113...
  • Page 152 Hybrid Echo Return The measurement for hybrid echo return loss (displayed Loss after you click the Diagnose button or the Match Impedance button). Acceptable range for Hybrid Echo Return Loss is less than -6 dB. AltiWare ACC 5.1 Administration Manual...

  • Page 153: Performing Impedance Match On Your Own

    Diagnosis section of the main dialog box. The Hybrid Echo Return Loss field shows the measurement before adaptation of the selected Impedance profile, and the Echo Return Loss field shows the measurement after adaptation of the selected Impedance profile. AltiWare ACC 5.1 Administration Manual 115...

  • Page 154: Measuring The Rx Level Of A Trunk Channel

    1. Write down the Rx Gain, then set it to 0dB and click OK. 2. Write down the Impedance setting, then change it to 600ohm, and click OK. 3. Call the number you got from your CO, as noted above. AltiWare ACC 5.1 Administration Manual...

  • Page 155: If You Need To Improve The Rx Level

    (the number must be less than 1000). This phrase is a 1 kHz test tone. 2. Select an unused AA and set the AA to play the prompt phrase you named in step 1 (0990 in this example). AltiWare ACC 5.1 Administration Manual 117...
  • Page 156 Figure 12. Setting Timeout to Repeat Current Level 4. Select a trunk as a testing reference—an analog trunk with a specific phone number is best—and set the trunk In Call Routing to the Test Line Loss AA. AltiWare ACC 5.1 Administration Manual...
  • Page 157 Set the Transmitting gain to IP Extension to 9 for the Triton Analog Trunk. (Do NOT change the gain in the trunk property of the Triton Analog Trunk Board, since it may impact the echo canceller performance.) AltiWare ACC 5.1 Administration Manual 119...
  • Page 158 If the reading is worse than -18 dB, you should contact your CO to adjust the line loss to the acceptable range. AltiWare ACC 5.1 Administration Manual...

  • Page 159: Quantum Trunk Properties

    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) • External • AltiWare ACC 5.1 Administration Manual 121...
  • Page 160 0 dB to 7 dB for every Quantum Trunk channel. 0 dB The default setting is , and it is highly recommended not to change this setting. Caution! Setting the volume too high will cause distortion in voice quality and/or missed DTMF digits. AltiWare ACC 5.1 Administration Manual...
  • Page 161 0 dB to -7 dB for every Quantum 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 missed DTMF digits. AltiWare ACC 5.1 Administration Manual 123...

  • Page 162: Incoming Call Routing

    Route to the operator • Outgoing Call Blocking To set outgoing call blocking for a trunk, select the trunk in the General tab, then click the Out Call Blocking tab in the Trunk Configuration window. AltiWare ACC 5.1 Administration Manual...

  • Page 163: C Hapter

    Schedule 1, 2, and 3 options to set up to three different time periods during which calls are allowed. You can use Apply to to apply the settings to multiple trunks. AltiWare ACC 5.1 Administration Manual 125...
  • Page 164 AltiWare ACC 5.1 Administration Manual...

  • Page 165: Hapter

    The In Call Routing Configuration window lets you enter Caller ID and DNIS numbers into a routing table and set routing rules for a matched number. To configure In Call Routing, select PBX > In Call Routing Configuration. AltiWare ACC 5.1 Administration Manual 217...

  • Page 166: Caller Id Routing

    • the nature of the number and routing. For example, you might give the 2529712 number the name “Tech Support.” To delete an entry, select it in the Caller ID number list, then click Delete. AltiWare ACC 5.1 Administration Manual...

  • Page 167: Defining Caller Id Routing

    In order to locate an entry in the DNIS table for an incoming call, a full match is required. To access DNIS routing settings, click the DNIS Routing tab in the In Call Routing Configuration window. AltiWare ACC 5.1 Administration Manual 219...

  • Page 168: Adding And Deleting Dnis Route Entries

    For each number, you can set routing for three distinct time periods defined in the Business Hours tab (see “Setting Business Hours” on page 56): During Business Hours • Outside Business Hours • Non Workdays • AltiWare ACC 5.1 Administration Manual...
  • Page 169 Business Hours Profile—routes incoming calls based on Business Hours Profiles • configured in the System Configuration window (see “Setting Business Hours” on page 56). During Business Hours, Outside Business Hours and Non Working Day are defined and selected by the Business Hours profile. AltiWare ACC 5.1 Administration Manual 221...
  • Page 170 AltiWare ACC 5.1 Administration Manual...

  • Page 171: Hapter

    If there is no match in the Dialing Pattern table, the system examines the digits to • determine if the call is a local, long distance, international, or emergency call. The routes defined in the Default Routes tab are used to process the call. AltiWare ACC 5.1 Administration Manual 227...

  • Page 172: Configuring Out Call Routing

    9+911 dialing would be a good practice. Some configuration examples are provided at the end of the chapter. Please use them as a reference to help you configure your dialing pattern correctly. AltiWare ACC 5.1 Administration Manual...

  • Page 173: Working With Route Definitions

    (the first trunk listed is used first, and so forth). Not Member Displays all trunks that are not assigned to the selected route. AltiWare ACC 5.1 Administration Manual 229...

  • Page 174: Setting Default Routes

    You can set default routes for four types of outgoing calls: local, long distance, international, and emergency. WARNING! It is important that you set up default routes right after routes are defined. Failing to do so will cause outbound dialing failure. AltiWare ACC 5.1 Administration Manual...

  • Page 175: Working On Dialing Patterns

    Your area may have both 10-digit and 1+10 digit dialing in a same area code. • Your system needs to borrow another system's trunk to make an outbound call over • an IP or tie trunk. AltiWare ACC 5.1 Administration Manual 231...
  • Page 176 5. If this is a restricted number or pattern, skip step 4 and check the Disallow this dialing pattern check box. To delete a dialing pattern Select the pattern you want to delete, and click the Delete button. AltiWare ACC 5.1 Administration Manual...

  • Page 177: Dialing Pattern Configuration Tips

    In other words, if extension and system call restrictions are not blocking a number or pattern, you can use Out Call Routing to build restriction rules to block numbers or patterns. AltiWare ACC 5.1 Administration Manual 233...

  • Page 178: Configuration Example - Solving 10-Digit Dialing

    1214 or 1972 when dialing a local call. Configuration Steps: 1. Create a route to include all the T1 channels. 2. Apply the route to Default Routes. AltiWare ACC 5.1 Administration Manual...
  • Page 179 4. Define a route called “10-digit Dialing” and add all T1 channels to the route. In the “Digit Manipulation” section, check the first box, select Delete from Head, and delete 1 digit: 5. Apply the “10-digit Dialing” route to dialing pattern 1214 and 1972: AltiWare ACC 5.1 Administration Manual 235...

  • Page 180: Resolving Dialing Delay For Non-Usa/Canada Countries

    1. On the Number Plan tab in the System Configuration window, select a digit for route access. 2. On the Route Definition tab of the Out Call Routing Configuration window, add a route definition entry for en-bloc and assign the member en-bloc trunk(s). AltiWare ACC 5.1 Administration Manual...
  • Page 181 The Dialing Pattern tab 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. AltiWare ACC 5.1 Administration Manual 237...
  • Page 182 AltiWare ACC 5.1 Administration Manual...

  • Page 183: Hapter

    Figure 1. Extension Configuration window There are three types of extensions: Physical Extensions are associated with a physical port and device, usually a • telephone set. This is what most users think of as an extension. AltiWare ACC 5.1 Administration Manual 133...

  • Page 184: About The Apply To Button

    VoIP Domain is created in the AltiEnterprise configuration. If you want to publish the extension to all AltiServ systems within the VoIP Domain, check the Global Extension check box. “(Global)” will be displayed beside the extension’s type in the AltiWare ACC 5.1 Administration Manual...

  • Page 185: Setting Personal Information

    A valid password must be 4 to 8 digits (numbers or letters A-Z) in length and cannot be the same as its extension number. Basic password patterns, such as repeated digits (1111), consecutive digits strings (1234), or digits that match the extension AltiWare ACC 5.1 Administration Manual 135...
  • Page 186 Pressing #93 allows the user to make an intercom call to another intercom-enabled extension. Note: Intercom is only available for extensions on Triton Analog Extension Boards and AltiGen IP Phone Extensions. The option is unavailable for extensions on Quantum boards. AltiWare ACC 5.1 Administration Manual...

  • Page 187: Forced Account Code

    Insert Recording Tone—Plays a recording beep to alert the parties that the • conversation is being recorded. Note: The recording session starts when the call enters the connected state and ends when • hang up or flash is pressed, or when the call is transferred. AltiWare ACC 5.1 Administration Manual 137...

  • Page 188: Physical Location And Type

    Line Properties button to open a dialog box that is specific to the board used for the extension. The Line Properties are somewhat different for Quantum Board than for Triton Analog Station Boards. The subsequent sections deal first with Quantum, then with Triton Analog Station. AltiWare ACC 5.1 Administration Manual...
  • Page 189 You can increase the extension phone's talk volume up to 7dB with this setting. The volume will be higher for the person on the other end of the line. Default is Setting this parameter too high may cause voice distortion. AltiWare ACC 5.1 Administration Manual 139...
  • Page 190 • MDMF—Multiple Data Message Format for supporting and sending multiple data types, such as name and number information. (Default for US/Canada installation.) • DTMF—Dual Tone Multi-Frequency, composed of high and low frequencies, for touch tone dialing. AltiWare ACC 5.1 Administration Manual...

  • Page 191: Ip Extension Configuration

    Default is 0 dB. IP Extension Configuration See “Setting Up IP Extensions” on page 127 for information on configuring this section of the Extension Configuration General tab. AltiWare ACC 5.1 Administration Manual 141...

  • Page 192: Phone Display Options

    Once a group is established, use the Extension Configuration window, Group tab, to configure hunt group and workgroup options for an individual agent extension, such as how much wrap-up time to allow that individual agent after a workgroup call. AltiWare ACC 5.1 Administration Manual...
  • Page 193 2. Click the Add button to move it to the Member list. Note: If a hunt group or workgroup is configured to Ring All Available Members, the maximum number of members is 20. See “Setting Call Handling Options” on page 184 for details. AltiWare ACC 5.1 Administration Manual 143...

  • Page 194: Setting Inter Call Delay

    All calls made by the agent while logged into the workgroup will be tracked as calls from the workgroup. The agent’s outgoing workgroup can be assigned to any workgroup of which he is a member. AltiWare ACC 5.1 Administration Manual...

  • Page 195: Setting Up Station Speed Dialing

    00–19, and are entered by the user following the extension speed dial access code, #77. To work with Speed Dialing settings, click the Speed Dialing tab, then select the extension you want to set speed dialing for. Figure 5. Extension Configuration, Speed Dialing tab AltiWare ACC 5.1 Administration Manual 145...

  • Page 196: Setting The Mailbox Options

    To work with mailbox settings, select the extension number you want to work with from the Agent/Supervisor/Extension list, then click the Mail Management tab. AltiWare ACC 5.1 Administration Manual...

  • Page 197: Setting An Information-Only Mailbox

    “ext” followed by the extension number. For example, the default e-mail name for extension 2497 would be ext2497. Retrieve Voice Mail by Email Client—selected, this sends voice mail to the user’s • e-mail as an attachment. AltiWare ACC 5.1 Administration Manual 147...

  • Page 198: Mail Forwarding Options

    Setting Mailbox Capacities You can set various mailbox capacities with the following options: Parameter Description Max Number of Maximum number of messages stored in the user’s mailbox. Messages The range is 1–999, defaulting to 100. AltiWare ACC 5.1 Administration Manual...

  • Page 199: Setting Message Notification Options

    AltiView and AltiAgent. Note: You can use Apply to to apply notification settings to one, some, or all extensions. See “About the Apply To Button” on page 134 for more information on using Apply to. AltiWare ACC 5.1 Administration Manual 149...

  • Page 200: Setting The Message Types For Notification

    Setting Parameters for Unusual VM Activity To change the parameters for the number of calls or length of a call, you must add the following strings and values to the Windows registry: AltiWare ACC 5.1 Administration Manual...

  • Page 201: Setting The Type Of Notification

    Extension radio button. The Any option means to locate any available trunk. Then type in the number with all relevant dialing prefixes other than the trunk code, using a maximum of 63 digits. Note also the following considerations: AltiWare ACC 5.1 Administration Manual 151...

  • Page 202: Setting Notification Timing

    2 to 5 seconds. In some cases, the pager carrier cannot detect DTMF right after the call connection. (Default is 10 seconds, maximum is 30.) AltiWare ACC 5.1 Administration Manual...

  • Page 203: Setting Notification Business Hours

    Configuration. Configuring Calling Restrictions To work with extension call restrictions, select the extension number you want to work with from the Agent/Supervisor/Extension list, then click the Restriction tab. Figure 8. Extension Configuration, Restriction tab AltiWare ACC 5.1 Administration Manual 153...

  • Page 204: Setting Call Restriction Options

    You need to check the second and third options to be able to check this configuration. Caution! Allowing any of these options may increase the potential for toll fraud. Make AltiWare ACC 5.1 Administration Manual...

  • Page 205: Setting Answering Options

    Figure 9. Extension Configuration, Answering tab 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. AltiWare ACC 5.1 Administration Manual 155...
  • Page 206 3 seconds the agent should hear DTMF tones (123). Two other examples using Free Format: "92529712,,,,,5,,,211" means dial trunk access code 9, and an outside number 2529712, wait 5 seconds, dial 5, and wait 3 AltiWare ACC 5.1 Administration Manual...

  • Page 207: Do Not Disturb

    The caller will hear a ring back tone while in queue. The call will be shown as "ringing" on AltiConsole. AltiWare ACC 5.1 Administration Manual 157...

  • Page 208: Handling Unanswered Calls

    Figure 10. Enable One Number Access option on the Answering tab Also, if the Enable Do Not Disturb option is selected in the Answering tab, the call is forwarded to voice mail regardless of ONA settings. AltiWare ACC 5.1 Administration Manual...

  • Page 209: One Number Access Options

    Disable on this tab does not destroy the data you might have entered. For example, if you entered a group of Caller IDs to use to identify the caller, these will be available if you enable one number access at a future time. AltiWare ACC 5.1 Administration Manual 159...

  • Page 210: Call Screening

    If the ONA call is not answered within the ring duration, the system will terminate the ONA call. This option will prevent a cell phone voice mail from answering the ONA call and recording the ONA announcement phrase into the cell phone voice mail box. AltiWare ACC 5.1 Administration Manual...

  • Page 211: Setting Up Monitor Lists

    1001, not workgroup calls. In AltiSupervisor, the user can monitor only the workgroup(s) he or she logs in to, • regardless of the monitoring rights assigned to his or her extension in AltiWare Administrator. AltiWare ACC 5.1 Administration Manual 161...

  • Page 212: Configuring A Monitor List

    Check the Trunk Monitor Enable check box to allow monitoring of the AltiLink Plus trunk events at the selected extension. Click the Default button to return the settings to the default—the extension can monitor its own calls. AltiWare ACC 5.1 Administration Manual...

  • Page 213: Hapter

    The media channel (voice stream) is connected between two IP phones under normal operation. There are some special situations that require you to configure the IP phone to connect its voice stream to the server. Please see “Setting an IP Extension” on page 131 for information. AltiWare ACC 5.1 Administration Manual 127...
  • Page 214 SIP Virtual Board—Establishes a logical board ID relationship with other types of • physical boards in the system (displayed on Board View window as SIPSP board). SIP Signaling Channel—Creates SIP signaling channels for IP Extensions (access • through SIPSP board, Channel Group configuration). AltiWare ACC 5.1 Administration Manual...
  • Page 215 NAT router exists between AltiServ and remote IP phone • SIP supports a direct connection of the voice stream between SIP phones. H.323 tie- trunks still require the voice stream to connect to the server. AltiWare ACC 5.1 Administration Manual 129...
  • Page 216 Configure Codec Profile—Creating a profile for each codec type, jitter buffer, • packet length, DTMF tone delivery, and ring back tone treatment (SIP Early Media). Assign Codec to Device—Configuring codec profile to a single IP address or a • range of IP addresses. AltiWare ACC 5.1 Administration Manual...

  • Page 217: Setting An Ip Extension

    Extension. The mobile extension channel must be specified from the drop-down list. This feature is only available for an IP Extension with a dynamic IP address. Losing network connection can happen in the following cases: AltiWare ACC 5.1 Administration Manual 131...

  • Page 218: Setting Voip Codec For Ip Extension

    Prefer G.729 support G.723.1, if desired. To set up the VoIP codec and define IP address ranges, see “Setting VoIP Codec Profiles” on page 275 and “Assigning Codec Profiles to IP Addresses” on page 278. AltiWare ACC 5.1 Administration Manual...

  • Page 219: Hapter

    Force the IP phone to reset and download new firmware • Configure programmable keys • Allow the IP phone to receive workgroup real time status • To configure the AltiGen IP phone, select PBX > AltiGen IP Phone Configuration. AltiWare ACC 5.1 Administration Manual 169...
  • Page 220 Lets you set the digit required to enable a user to return an Trunk outside call from the Call Log. The default trunk access code Access can be the route access code, if it is set in AltiWare Code Administrator. AltiWare ACC 5.1 Administration Manual...
  • Page 221 NAT router. You need to enter a Diagnostic password when logging in to AltiWare Admin (before you enter your Admin password) to enable this configuration. Default setting is 60 seconds. • TOS— AltiWare ACC 5.1 Administration Manual 171...
  • Page 222 (plus the Display Workgroup Status field on the Alti-IP 600 and IP 705). Programmable key settings are described in the next table. Figure 2. IP Phone Configuration window, IP 705 tab and IP 710 tab AltiWare ACC 5.1 Administration Manual...
  • Page 223 (Alti-IP 600 and IP 705) When enabled, allows the IP phone to Workgroup display workgroup queue status, such as number of queued Status calls, the current longest queue time, agent login/logout state by pressing the Down arrow key. AltiWare ACC 5.1 Administration Manual 173...
  • Page 224 Debug, and Display Workgroup Status (IP 705 and IP 600). Copy From Button The Copy From button allows you to copy Programmable Key settings from one IP phone extension to another. No other settings are carried over. AltiWare ACC 5.1 Administration Manual...

  • Page 225: Hapter

    The second * must be pressed within 1.5 seconds, or the system interprets it as one *. #82—Dial tone mute • Supervisor silent monitoring, coaching, and barge-in • The extension can be dynamically logged in using #27 from an internal, mobile, or IP device. AltiWare ACC 5.1 Administration Manual 239...

  • Page 226: Mobile Extension Diagram

    Setting Up a Mobile Extension To set up a Mobile Extension Board 1. In the Boards window, double-click a Triton board (PRI board strongly recommended) to be used as a mobile trunk, then click the Board Configuration AltiWare ACC 5.1 Administration Manual...
  • Page 227 Although a whole PRI span is added, if Mobile Trunk Allocation is selected as Shared (see Figure 5 on page 244), individual trunks, when idle, still can be used dynamically by normal PRI trunk traffic or mobile extensions. AltiWare ACC 5.1 Administration Manual 241...
  • Page 228 4. Note the logical ID of the MobileExt board. In Figure 3, it is 15. To set up a mobile extension 1. Open the Extension Configuration window. 2. To assign an extension to a mobile extension port, select a virtual extension and change it to a physical extension. AltiWare ACC 5.1 Administration Manual...
  • Page 229 The new location is displayed in the Extension View window. 4. With the extension selected, click the Line Properties button to configure the mobile PSTN number and other options for this mobile extension. The ExtensionAnywhere Configuration - MobileExt dialog box opens. AltiWare ACC 5.1 Administration Manual 243...
  • Page 230 ID verification if a mobile trunk port is dedicated to this mobile extension. The mobile extension user will hear a dial tone when calling into this specific trunk port. Use the Browse button (…) to select the desired mobile trunk. AltiWare ACC 5.1 Administration Manual...
  • Page 231 5. In the Boards view of AltiWare Administrator, double-click the MobileExt board. A Board Configuration dialog box opens. 6. In the Board Configuration dialog box, double-click the channel group (on the right- hand side). The following dialog box opens: AltiWare ACC 5.1 Administration Manual 245...
  • Page 232 ID, trunk allocation (shared or dedicated), phrase 1 (Play Phrase After Answered), and phrase 2 (Play Phrase Before Dial Tone) of each extension port. Mobile Trunks table—displays fields for the board, span, channel, trunk • allocation, mobile extension and status of each mobile trunk. AltiWare ACC 5.1 Administration Manual...

  • Page 233: Voice Mail For Mobile Extensions

    You can check the Press any key to answer call option to prevent this problem. Only analog trunks can be allocated as dedicated mobile trunks. • AltiWare ACC 5.1 Administration Manual 247...
  • Page 234 AltiWare ACC 5.1 Administration Manual...

  • Page 235: Hapter

    Does hot have queue overflow and quick queue option • Limited call distribution capability • No supervisor application to manage agents and calls in queue • No client application for agents to perform login/logout • AltiWare ACC 5.1 Administration Manual 175...

  • Page 236: Overview Of Huntgroup Configuration Window

    Setting Up Hunt Groups Set up new hunt groups in the Huntgroup Configuration window. AltiWare ACC 5.1 Administration Manual...

  • Page 237: Establishing Basic Hunt Group Attributes

    DID incoming call. Enable Dial-By-Name Service—check this box to allow callers to search the list by • employee name for this hunt group extension. Description—describe the purpose of this hunt group. • AltiWare ACC 5.1 Administration Manual 177...

  • Page 238: Setting Call Restrictions

    To add extensions to a hunt group: 1. In the Huntgroup Configuration window, select the hunt group number in the Group List. The hunt group number appears in the window title bar. 2. Click the Group Member tab. AltiWare ACC 5.1 Administration Manual...

  • Page 239: Setting Login Status For System Restart

    Setting Hunt Group Mail Management The Mail Management settings define how voice messages are handled for a hunt group, including how messages are announced and processed, and how much capacity is allotted to message storage. AltiWare ACC 5.1 Administration Manual 179...

  • Page 240: Disabling A Mailbox

    If you enable mail forwarding, you also specify what you want done with the original messages after they have been forwarded. In the drop-down list you can choose to: Delete Messages after Forward – Keep the Messages as New – Keep Messages as Saved – AltiWare ACC 5.1 Administration Manual...

  • Page 241: Setting Mailbox Playback Options

    Setting Message Notification Options To set notification options on new incoming e-mail and voice messages, click the Notification tab in the Huntgroup Configuration window, and select the hunt group number from the Group List. AltiWare ACC 5.1 Administration Manual 181...

  • Page 242: Setting The Message Types For Notification

    There are four options for sending the notification or reminder message: phone, pager, extension or custom application (Custom App). Extension - to use the Extension option, select the Extension radio button, then • type the extension number into the text box. AltiWare ACC 5.1 Administration Manual...

  • Page 243: Setting Notification Timing

    Seconds after Dialing—If the pager carrier cannot provide an answer supervision • signal, check this option and set a delay time. (Default 5 seconds, maximum 30 seconds.) AltiWare ACC 5.1 Administration Manual 183...

  • Page 244: Setting Notification Business Hours

    See “Apply to Button” on page 176 for more information on using Apply to. To work with hunt group call handling options, click the Call Handling tab in the Huntgroup Configuration window, and select the hunt group number from the Group List. AltiWare ACC 5.1 Administration Manual...

  • Page 245: Handling Busy Calls

    To option in the Forward All Calls section of the Call Handling tab, and select an option. The forwarding options are as follows: To Voice Mail • To an Extension—select an extension number in the drop-down list. • AltiWare ACC 5.1 Administration Manual 185...

  • Page 246: Handling Unanswered Calls

    If this member is busy, the call goes to the second member configured and so forth. AltiWare ACC 5.1 Administration Manual...

  • Page 247: Setting Queue Management Options

    For each hunt group you can either use the system default audio peripheral configuration or you can set up a custom configuration. Figure 6. Huntgroup Configuration, Queue Management tab AltiWare ACC 5.1 Administration Manual 187...

  • Page 248: C Hapter

    Depending on how long the caller is in the queue, the caller will hear phrases 1-5, in order, after which phrase 5 will be repeated. For information about creating custom phrases, see Chapter 13, "Auto Attendant Configuration". AltiWare ACC 5.1 Administration Manual...

  • Page 249: Hapter

    The IP phone user can terminate a paging session by pressing the Release key on • the phone. IP phones in DND mode will not be paged. • To configure paging, select PBX > Paging Group Configuration. AltiWare ACC 5.1 Administration Manual 249...
  • Page 250 First Name and Last Name of the paging group, each with a maximum of 32 • characters. Password for the paging group. The default is the system password set on the • Number Plan tab of the System Configuration window. Description for the paging group. • AltiWare ACC 5.1 Administration Manual...
  • Page 251 If an IP phone in a different network segment needs to be in a paging group, you • need to configure intermediate routers to pass through the IP multicast packets. IP paging to remote IP phones over WAN is not supported. • AltiWare ACC 5.1 Administration Manual 251...
  • Page 252 AltiWare ACC 5.1 Administration Manual...

  • Page 253: Hapter

    • the Line Park Group. The park line is released when the call disconnects, is answered, or is forwarded due • to time out. To configure line park, select PBX > Line Park Configuration. AltiWare ACC 5.1 Administration Manual 223...
  • Page 254 #51, followed by the Park Line ID. For Caller • Play Greeting Phrase when Parked—select the greeting phrase to be played • before the caller hears on-hold music. AltiWare ACC 5.1 Administration Manual...
  • Page 255 To delete a Line Park Group: 1. In the Line Park Configuration window, select a Line Park Group from the Groups list. 2. Click the Delete button below the Groups list. AltiWare ACC 5.1 Administration Manual 225...
  • Page 256 AltiWare ACC 5.1 Administration Manual...

  • Page 257: Hapter

    Queue position and expected queue time announcement • Queue phrase management • Queue overflow • Quit queue options • Workgroup voice mail with forwarding and notification functions • Agent login/logout management with reason code • AltiWare ACC 5.1 Administration Manual 189...
  • Page 258 View group’s real-time status • View group’s daily operation result • View calls in queue • Be alerted to calls in queue • Change call priority (ACM) • Pick and redirect calls in queue • AltiWare ACC 5.1 Administration Manual...
  • Page 259 15 minutes and caller B with priority 2 waiting for 10 minutes. When caller A is promoted to 2, the Priority Queue Time for the caller A is set to 0 and the caller B will be answered first. AltiWare ACC 5.1 Administration Manual 191...

  • Page 260: Creating And Configuring Workgroups

    Queue Management—set queue phrases, overflow routing, queue announcements • and queue quit option. Apply to Button The Workgroup Configuration window often allows you to apply changes to a particular workgroup or to select many workgroups to which to apply the changes. AltiWare ACC 5.1 Administration Manual...

  • Page 261: Setting Up Workgroups

    P, Q, R, S, p, q, r, s G, H, I, g, h, i T, U, V, t, u, v J, K, L, j, k, l W, X, Y, Z, w, x, y, z AltiWare ACC 5.1 Administration Manual 193...

  • Page 262: Setting Call Restrictions

    You can define the calculation method based on your operation requirements. The service level percentage is calculated from midnight 00:00 a.m. and is reset daily. The calculated number will be outputted to the AltiAgent and AltiSupervisor application. AltiWare ACC 5.1 Administration Manual...

  • Page 263: Workgroup Recording Options

    When retrieving voice mail as an e-mail, if the voice mail file has a recorded file attached, the recorded file is not forwarded in the e-mail. Insert Recording Tone—plays a recording beep to alert the parties that the • conversation is being recorded. Notes: AltiWare ACC 5.1 Administration Manual 195...

  • Page 264: Establishing Workgroup Membership

    3. Click the Add button between the columns 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. See “Setting Call Handling Options” on page 202 for details. AltiWare ACC 5.1 Administration Manual...

  • Page 265: Setting Login Status For System Restart

    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. AltiWare ACC 5.1 Administration Manual 197...

  • Page 266: Setting E-Mail Options

    (see “Distinctive Ring” on page 49). Play the Newest Voice Selected, new voice mail will be retrieved first. When Message First not selected, the system will play voice mail based on first in, first out. AltiWare ACC 5.1 Administration Manual...

  • Page 267: Setting Mailbox Capacities

    Setting Message Notification Options To set notification options on new incoming e-mail and voice messages, click the Notification tab in the Workgroup Configuration window, and select the workgroup number from the Group List. AltiWare ACC 5.1 Administration Manual 199...

  • Page 268: Setting The Message Types For Notification

    There are three options for sending the notification or reminder message: phone, pager, or extension. Extension—to use the Extension option, select the Extension radio button, then • type the extension number into the text box. AltiWare ACC 5.1 Administration Manual...

  • Page 269: Setting Notification Timing

    DTMF right after the call connection. (Default is 10 seconds, maximum is 30.) Note: You may need to try a different delay setting to make sure the user return number is transmitted properly after configuration. AltiWare ACC 5.1 Administration Manual 201...

  • Page 270: Setting Notification Business Hours

    You have several options for handling calls when the workgroup extension is busy. 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: AltiWare ACC 5.1 Administration Manual...

  • Page 271: Forwarding All Calls

    Member Voice Mail - transfer the caller to the first available agent's voice mail if • this agent does not answer the call. AA - take the call out of the workgroup and forward it to an auto attendant. • AltiWare ACC 5.1 Administration Manual 203...

  • Page 272: Number Of Rings Before Handling

    Ring Longest Idle Member—The agent who has the longest idle time, defined as • follows: The agent needs to be in login state – Idle time is calculated from the end of the last wrap-up event. – AltiWare ACC 5.1 Administration Manual...

  • Page 273: Queue Management

    Setting Queue Phrase Options For each workgroup, you can either use the system default phrases or you can set up a custom configuration. The default audio phrases are discussed in “Audio Peripheral Configuration” on page 68. AltiWare ACC 5.1 Administration Manual 205...

  • Page 274: Queue Announcement

    2. Check the Enable Forward to check box and from the drop-down list, select the forwarding destination list to use if the queue length, wait time or service level settings are exceeded. If this option is not checked, calls will go to the workgroup’s voicemail. AltiWare ACC 5.1 Administration Manual...

  • Page 275: Quit Queue Option

    The Agent Logout Reason Configuration window lets you require a logout reason, and it provides for defining up to 20 reason codes. A logout history can be tracked and stored for future analysis. To access this window, select CallCenter > Agent Logout Reason Configuration. AltiWare ACC 5.1 Administration Manual 207...
  • Page 276 To require logout reasons, check the Logout reason code required check box. To define reason codes, type the associated reason into the text box next to the code you want to associate with the reason. AltiWare ACC 5.1 Administration Manual...

  • Page 277: Hapter

    Option to announce participant's name when joining or leaving the conference. This • feature can be configured by the meeting scheduler. Meeting host can Mute/Un-Mute, and drop meeting participants using the desktop • client. Meeting host can surrender the meeting control to another extension. • AltiWare ACC 5.1 Administration Manual 253...

  • Page 278: Setting The Meetme Conference Extension

    To open the MeetMe Conference window, do one of the following: Click the MeetMe Conference button on the toolbar. • Select PBX > MeetMe Conference Management. • The MeetMe Conference window opens: AltiWare ACC 5.1 Administration Manual...

  • Page 279: Working In The Meetme Conference Window

    Change column order in the current window by dragging a column head to where you want it. You can open more than one MeetMe Conference window and work with different meetings and displays in each one. You can double-click a meeting to open the Modify Meeting dialog box. AltiWare ACC 5.1 Administration Manual 255...
  • Page 280 To select a date, click the Calendar button. When the calendar is open, use the Up/Down arrows to select the year, or you can type in a year and then press Enter. Click the Calendar button again to close the calendar. AltiWare ACC 5.1 Administration Manual...

  • Page 281: Creating A Meeting

    Frequency Select the frequency of this meeting from the drop-down list. A “weekly” or “monthly” meeting can actually be specified as every 2nd week/month or every 3rd week/ month, and so on. AltiWare ACC 5.1 Administration Manual 257...
  • Page 282 If the meeting is to begin at another time, select On Date, and enter a date and start time. To select a date, click the Calendar button. To select a start time, click the Down arrow and use the slide bar. AltiWare ACC 5.1 Administration Manual...
  • Page 283 2. In the Duration field, specify the duration of the meeting, using the Up/Down arrows. 3. In the Start field, specify the start of the meeting by clicking the Down arrow and using the slide bar. AltiWare ACC 5.1 Administration Manual 259...

  • Page 284: E-Mailing A Meeting Invitation

    Outlook. The meeting invitation is pasted into a new message in Outlook, and the Outlook Subject field is filled in with “Conference Call Invitation”. Choose the people to whom you want to send the invitation, make any edits you may want to make, and click Send. AltiWare ACC 5.1 Administration Manual...

  • Page 285: Modifying The E-Mail Template

    When the scheduled meeting time is up, the meeting may continue if no other scheduled meeting needs the resources. If another meeting is scheduled and the resources are needed for that meeting, the current meeting is terminated. AltiWare ACC 5.1 Administration Manual 261...

  • Page 286: Joining A Meeting

    Users are prompted to dial the meeting number. If the meeting has not yet started, the user hears an appropriate message and can try again later. If a passcode is required, the user is prompted to enter the passcode. AltiWare ACC 5.1 Administration Manual...

  • Page 287: Hapter

    • WAN Bandwidth The following table lists bandwidth requirements for various transmission media with different codecs and frame sizes. It assumes silence suppression is not turned on. (The same table appears on page 272.) AltiWare ACC 5.1 Administration Manual 263...

  • Page 288: Wan Router Configuration

    Contact your router/firewall vendor to obtain a software update for your networking • equipment, or obtain routable address space from your Internet provider. If you are unsure whether or not you are using NAT, contact your router/firewall vendor or Internet provider. AltiWare ACC 5.1 Administration Manual...

  • Page 289: Network Configuration Guidelines For Altigen Ip Phones

    Only the private IP address is used in a private network—the public router will not route the packet that has a private IP address as its destination. (All IP addresses beginning with 192.168.x.x, 10.x.x.x, or 172.16.x.x to 172.32.x.x are private IP addresses.) AltiWare ACC 5.1 Administration Manual 265...
  • Page 290 For the Remote IP Phone Using NAT IP Phone 3 • When configuring remote IP Phone 3, you should set up the AltiWare IP address to Router 1’s public IP address — 169.254.56.169. Router 2 • AltiWare ACC 5.1 Administration Manual...

  • Page 291: Vpn Network Configuration Example

    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 Branch office LAN: IP Phone 3, IP Phone 4 and IP Phone 5 • AltiWare ACC 5.1 Administration Manual 267...
  • Page 292 (specifies the public IP Address address of the remote gateway which can access the VPN tunnel at the branch office) Linksys is for reference only. AltiGen has not certified this product or any other router at this time. AltiWare ACC 5.1 Administration Manual...
  • Page 293 (Corporate Network) in this local private network through the VPN tunnel) Remote Security Gateway: 169.254.56.159 (specifies the public IP address of (Router 1’s public IP the corporate VPN-enabled Address gateway) AltiWare ACC 5.1 Administration Manual 269...
  • Page 294 AltiWare ACC 5.1 Administration Manual...

  • Page 295: Enterprise Voip Network Management

    Manager and the VoIP menu in AltiWare Administrator to do the following: Create the VoIP domain • Define the VoIP domain Master • Join servers to the VoIP domain • Manage VoIP domain users • Define global least cost routing • AltiWare ACC 5.1 Administration Manual 271...

  • Page 296: Understanding Voip Bandwidth Requirements

    It assumes silence suppression is not turned on. (The same table appears on page 263.) VoIP Bandwidth requirement for WAN connection varies depending on the type of WAN. Bandwidth requirement typically is less than Ethernet requirement. AltiWare ACC 5.1 Administration Manual...

  • Page 297: Opening Altienterprise Manager

    If your AltiWare system is using dynamic IP addressing, you will see the following warning message when launching AltiEnterprise Manager. Please check the Internet Protocol (TCP/IP) Properties of your server NIC interface and assign a fixed IP address to this server. AltiWare ACC 5.1 Administration Manual 273...
  • Page 298 Click a tab to view or configure settings on that tab. Information on a tab is related to the selected server. Click buttons in the toolbar to perform configuration tasks. Click a column heading to sort by that column. AltiWare ACC 5.1 Administration Manual...

  • Page 299: Changing The Altienterprise Manager Password

    Each codec profile can have its own codec (G.711, G.723, G.729), packet length, and jitter buffer. The codec profile can be assigned to connectivity with a remote server, IP phone or other VoIP device. AltiWare ACC 5.1 Administration Manual 275...
  • Page 300 AltiEnterprise manager toolbar. The following window opens: Figure 1. Codec profile setting window in AltiEnterprise Manager Named codec profiles are listed on the left. To create a new profile, click the Add button. The Add Profile dialog box opens: AltiWare ACC 5.1 Administration Manual...
  • Page 301 When silence suppression is enabled, and silence is Silence Suppression detected during a call, AltiWare stops sending packets to the other side. This decreases the bandwidth requirement, however the voice quality may be degraded slightly. These are system-wide settings. AltiWare ACC 5.1 Administration Manual 277...

  • Page 302: Assigning Codec Profiles To Ip Addresses

    AltiGateways on the LAN • The codec profile assigned in the IP Device Range table (shown below) supersedes the codec profile defined in the IP dialing table if the IP address is duplicated in both tables. AltiWare ACC 5.1 Administration Manual...
  • Page 303 You cannot use the minimum and maximum values (0.0.0.0. and 255.255.255.255). 3. Click OK. If you have multiple AltiGateways controlled by an AltiWare host system, you need to configure an Inter Gateway Codec profile. AltiWare ACC 5.1 Administration Manual 279...

  • Page 304: Defining Ip Networks

    WAN bandwidth, the voice quality will be affected for all connections. It is recommended that you set a limit based on the WAN bandwidth to ensure the voice quality. To configure IP networks, click the IP Networks tab. AltiWare ACC 5.1 Administration Manual...

  • Page 305: Defining Your Network

    • bandwidth control if the public pipe bandwidth control is enabled. Note: When AltiServ is behind a NAT router, and you do not check the Private Network check box, IP phones may not function. AltiWare ACC 5.1 Administration Manual 281...

  • Page 306: Configuring A Public Or Intranet Pipe

    When calculating the maximum sessions for each codec, the system uses the • following bandwidth requirement to ensure that each session has some safety margin: G.711 - 90 kbps G.729 - 30 kbps G.723 - 24 kbps AltiWare ACC 5.1 Administration Manual...

  • Page 307: Configuring Altiserv Behind Nat

    4. On the IP Networks tab, in the NAT Support panel, check Enable SIP NAT support and Enable H323 NAT support. Except, if the NAT router is H.323-aware (for example, a Fortinet router) do not enable H323 NAT support. AltiWare ACC 5.1 Administration Manual 283...

  • Page 308: Defining The Ip Dialing Table

    You must assign an IP Trunk Access code (System Configuration > Number Plan • tab). You must set the VoIP codec profiles. • To manage the IP dialing table, click the IP Dialing Table tab in AltiEnterprise Manager: AltiWare ACC 5.1 Administration Manual...
  • Page 309 ID and statuses of the global servers in this VoIP domain. To add an entry to the IP Dialing Table, click the Add button below the table. The following dialog box opens: AltiWare ACC 5.1 Administration Manual 285...
  • Page 310 Choosing Yes allows calls from this remote system to hop off to PSTN by using the trunks in this system. Hop-off capability can be enabled or disabled on a per IP Dialing Table Location basis. AltiWare ACC 5.1 Administration Manual...

  • Page 311: The Multi-Site Voip Domain

    1. Select VoIP > Multi-Site Domain Configuration. The AltiEnterprise Location Management window opens. The name of the server appears in the Location Name field, and the name of your AltiGen product appears in the Switch Type field (AltiWare ACC or AltiWare ACM). AltiWare ACC 5.1 Administration Manual 287...
  • Page 312 6. Click OK and wait for 5 to 60 seconds, depending on the size and configuration of the system. The display in the Location Management window changes to show the name of the VoIP domain and this server as Master. AltiWare ACC 5.1 Administration Manual...

  • Page 313: Declaring Additional Servers For The Voip Domain

    5. Enter a member key for this server. The Member Key is the security password when the Domain Admin adds this server into the domain. To reduce the complexity of administration, you can use the same key for all member systems. AltiWare ACC 5.1 Administration Manual 289...

  • Page 314: Working With Servers In The Voip Domain

    Master—One VoIP domain system must be assigned as Domain Master to propagate configuration data to member AltiServs. The master acts as a central server to accept the connection, synchronize change from one site to the other sites, and authenticate users. AltiWare ACC 5.1 Administration Manual...

  • Page 315: Adding A Server To A Voip Domain

    Enter the IP address of the server. Server ID A unique dialing number to connect to this server. Member Key Enter this server’s member key. (Configured in this server’s AltiEnterprise Location Manager: VoIP > MultiSite Domain Configuration). AltiWare ACC 5.1 Administration Manual 291...

  • Page 316: Rejoining A Server To The Voip Domain

    (This ID is set in AltiWare Admin > System Configuration > General tab.) 4. In AltiEnterprise Manager, Global Server Location panel, select the slave and click the Rejoin button to synchronize the slave with the domain. AltiWare ACC 5.1 Administration Manual...

  • Page 317: Managing Voip Domain Users

    Resolve conflicting extensions and groups to global user or back to local user (on the • Resolve tab). Relocate an extension from one location to another location with optional voice mail • (on the Resolve tab). The General tab displays read-only information about the selected extension. AltiWare ACC 5.1 Administration Manual 293...

  • Page 318: The Scope Of An Extension In The Voip Domain

    Global by checking the Global extension box. If this box is not checked, the newly added extension is a local extension. The scope of an extension shows the relationship of the extension to other member systems. In AltiEnterprise Manager, a selected extension’s scope appears on the Resolve tab: AltiWare ACC 5.1 Administration Manual...
  • Page 319 (VoIP domain Master) System B System C Global Remote Remote Remote Global Remote Remote Remote Global In the event that multiple systems have a same extension or group number created, the following situations may occur: AltiWare ACC 5.1 Administration Manual 295...

  • Page 320: Changing An Extension's Scope From Local To Global

    Global. In making this change, you will be deleting the voice mail box and extension settings on the home system of the “other” Local extension. A warning box will pop up when you click the Change to Global button, asking for confirmation: AltiWare ACC 5.1 Administration Manual...

  • Page 321: Changing An Extension's Scope From Global To Local

    Before you make the change, the scope of extensions 403 and 404 is as follows: Ext. System A System B System C Global Local Local Global Global Local After you change the two extensions to Local, their scope will be: AltiWare ACC 5.1 Administration Manual 297...

  • Page 322: Relocating A Global Extension

    Site A marks extension 1001 as removed and adds it to a Relocated Extension List • (REL). The configuration of extension 1001 is still remembered in site A, even though it appears to be removed. AltiWare ACC 5.1 Administration Manual...
  • Page 323 1001. To ensure that this doesn’t happen, you can do one of two things: (1) Make sure the DID numbers are not duplicated; (2) Ask the CO to send more digits (to decrease the likelihood of identical DID numbers). AltiWare ACC 5.1 Administration Manual 299...

  • Page 324: Configuring Global Least Cost Routing

    Both systems need to have the route access code configured on the Number Plan • tab in System Configuration. (The user has to dial the route access code + the phone number to use Global LCR.) AltiWare ACC 5.1 Administration Manual...
  • Page 325 Select the server from which the call originates, or select All Servers. Target Site Select the server that receives the call. 4. After adding a route, click Edit, check the Enable check box, and click OK to activate the Global LCR route. AltiWare ACC 5.1 Administration Manual 301...

  • Page 326: When Information May Be Out Of Sync

    Domain Configuration, and click the Replicate from Domain button. This brings the server up-to-date with the Master. If the server is still not seeing all the information it should (this would be rare), click VoIP > Refresh Enterprise Configuration. AltiWare ACC 5.1 Administration Manual...

  • Page 327: Hapter

    The System Summary report provides summary information on extensions, trunks, and workgroups configured in the system. To open the System Summary report window, select Report > System Summary, or click the Summary button on the toolbar. Figure 1. System Summary window AltiWare ACC 5.1 Administration Manual 305...

  • Page 328: Ip Cumulative Traffic Statistics

    Total size (in bytes) of all voice packets sent to other systems over the public or private IP network. Bytes Received Total size (in bytes) of all voice packets received from other systems over the public or private IP network. AltiWare ACC 5.1 Administration Manual...

  • Page 329: Resetting Cumulative Statistics

    You can reset the IP Cumulative Traffic Statistics by clicking the Reset button. Also, this window automatically resets all fields to 0 when the AltiWare system is shut down and restarted. Statistics gathered before the reset are not saved. AltiWare ACC 5.1 Administration Manual 307...
  • Page 330 AltiWare ACC 5.1 Administration Manual...

  • Page 331: Hapter

    FMIC connection and data memory from host • NVRAM from host • PMC chip from host and DSP if T1/E1 board • You have the option of testing a single board or testing all boards at the same time. AltiWare ACC 5.1 Administration Manual 303...

  • Page 332: Ct-Bus Test Tool

    Enter the IP address and password of the AltiGateway you want to check on, and click The AltiGateway Configuration Tool looks like this: Figure 2. AltiGateway Configuration Tool The window displays gateway settings, product version, and a board view for the gateway, showing each board’s name and serial number. AltiWare ACC 5.1 Administration Manual...

  • Page 333: Backup And Restore Utility

    > ACC/ACM Backup and Restore. Figure 3. System Data Management window Note: The System Data Management window can only be accessed at the primary AltiWare system; it is not available from a remote AltiWare Administrator client. AltiWare ACC 5.1 Administration Manual 305...

  • Page 334: Backing Up Files

    In the System Data Management window, the progress and status of the file backup is displayed. 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 backups. AltiWare ACC 5.1 Administration Manual...

  • Page 335: Restoring Backed Up Files

    2. In the System Data Management window, select the Restore icon to view the Restore Configuration dialog box. Figure 6. Restore Configuration dialog box 3. Under Components, select the file groups you want to restore. AltiWare ACC 5.1 Administration Manual 307...

  • Page 336: Altiware Admin & Extension Security Checker

    Shows how many AltiWare Admins are currently connected to the system. By clicking • Disconnect All, you can disconnect all Admins from the local AltiWare system. AltiWare ACC 5.1 Administration Manual...

  • Page 337: Checking Extension Security

    Contains 4-8 digits • Is different from the extension • Is different from the default system password • Does not consist of consecutive numbers • Does not consist of a repetition of the same digit • AltiWare ACC 5.1 Administration Manual 309...
  • Page 338 Unsecure Elements panel. 5. (Optional) Click Export to export the data in the Extension List to a text file. Note: You are advised to run this security check periodically and remind extension users to use secure passwords. AltiWare ACC 5.1 Administration Manual...

  • Page 339: Start & Stop All Altigen Services

    If a trace status is turned off, the AltiGen system will not produce those traces. A message box pops up if AltiServ and AltiGateway are not running or an important trace status is off. AltiWare ACC 5.1 Administration Manual 311...
  • Page 340 Trace Category: By default, all options are selected. Main AltiWare Trace (\AltiServ\log) • Collects the following files, and extracts the trace records that fall in the specified time range: actrace.log AlpErrLog.txt SIPlog.txt ALPxxx.txt \atps\threadID.txtl SIPMan.txt AltiWare ACC 5.1 Administration Manual...
  • Page 341 Runs acdump.exe to dump the AltiConnect Trace, and then collects the trace. If Trace Collector is running on the stand-alone AltiGateway machine, this option is hidden. Windows Event log • Extracts the system and application event log from the Windows system. Quantum DSP Trace Dump • AltiWare ACC 5.1 Administration Manual 313...

  • Page 342: Limitations

    It can only collect the trace of this machine. • If the stand-alone gateway is not running, the trace for "Triton DSP Trace Dump" • and "Quantum DSP Trace Dump" will not be collected. AltiWare ACC 5.1 Administration Manual...

  • Page 343: Voice File Converter

    3. Check the files you want to convert. 4. In the Format panel, select a format. 5. Click Convert. If a file format is incorrect, an error message pops up. AltiWare ACC 5.1 Administration Manual 315...

  • Page 344: Read Config

    4. When the status window is complete, you can click the View button to view the HTML files showing your configuration. Columns across the top of the opening page let you view statistics on different components of your configuration. AltiWare ACC 5.1 Administration Manual...

  • Page 345: Work/Hunt Group Converter

    Convert Workgroup to Hunt Group—when a workgroup is converted to a hunt • group, its members are not changed, but the following parameters are cleared, including: voice recording setting – queue time threshold – queue overflow settings – queue announcement – agent announcement – AltiWare ACC 5.1 Administration Manual 317...
  • Page 346 (by selecting the agent and clicking the Convert Agent button or by checking the Agent check box in the Extension Configuration window before converting). To convert, select the hunt group (indicated in the Type field) and click the Convert Group button or double-click the hunt group. AltiWare ACC 5.1 Administration Manual...

  • Page 347: Ppendix

    It is important to make sure the trunk channel properties are configured properly. Continue to follow the steps below to re-check your settings for the physical layer, data link layer and signaling layer. AltiWare ACC 5.1 Administration Manual 319...
  • Page 348 3. Click the Protocol button in the Channel Group Configuration dialog box to open the Protocol Configuration window. Figure 2. Data Link Layer 4. Select E1 CAS as the Span Type, and select the Switch Mode according to your country in the E1 R2 Setting field, and click OK. AltiWare ACC 5.1 Administration Manual...
  • Page 349 The circled fields in Figure 3 represent values that depend on your country and its corresponding trunk property. Note: Consult your CO to find out if caller ID digits are provided in the lines. AltiWare ACC 5.1 Administration Manual 321...
  • Page 350 For 3-digit DID, set to (115)*(K)36 For 4-digit DID, set to (1115)*(K)36 For 5-digit DID, set to (11115)*(K)36 For 6-digit DID, set to (111115)*(K)36 For 7-digit DID, set to (1111115)*(K)36 For 8-digit DID, set to (11111115)*(K)36 AltiWare ACC 5.1 Administration Manual...
  • Page 351 For 3-digit DID, set to (115)*(K)36 For 4-digit DID, set to (1115)*(K)36 For 5-digit DID, set to (11115)*(K)36 For 6-digit DID, set to (111115)*(K)36 For 7-digit DID, set to (1111115)*(K)36 For 8-digit DID, set to (11111115)*(K)36 AltiWare ACC 5.1 Administration Manual 323...
  • Page 352 For 3-digit DID, set to (113)6 For 4-digit DID, set to (1113)6 For 5-digit DID, set to (11113)6 For 6-digit DID, set to (111113)6 For 7-digit DID, set to (1111113)6 For 8-digit DID, set to (11111113)6 AltiWare ACC 5.1 Administration Manual...
  • Page 353 For 3-digit DID, set to (116)*(K)31 For 4-digit DID, set to (1116)*(K)31 For 5-digit DID, set to (11116)*(K)31 For 6-digit DID, set to (111116)*(K)31 For 7-digit DID, set to (1111116)*(K)31 For 8-digit DID, set to (11111116)*(K)31 AltiWare ACC 5.1 Administration Manual 325...
  • Page 354 For 3-digit DID, set to (115)*(K)36 For 4-digit DID, set to (1115)*(K)36 For 5-digit DID, set to (11115)*(K)36 For 6-digit DID, set to (111115)*(K)36 For 7-digit DID, set to (1111115)*(K)36 For 8-digit DID, set to (11111115)*(K)36 AltiWare ACC 5.1 Administration Manual...
  • Page 355 For 3-digit DID, set to (116)*(K)31 For 4-digit DID, set to (1116)*(K)31 For 5-digit DID, set to (11116)*(K)31 For 6-digit DID, set to (111116)*(K)31 For 7-digit DID, set to (1111116)*(K)31 For 8-digit DID, set to (11111116)*(K)31 AltiWare ACC 5.1 Administration Manual 327...
  • Page 356 For 3-digit DID, set to (115)*(K)36 For 4-digit DID, set to (1115)*(K)36 For 5-digit DID, set to (11115)*(K)36 For 6-digit DID, set to (111115)*(K)36 For 7-digit DID, set to (1111115)*(K)36 For 8-digit DID, set to (11111115)*(K)36 AltiWare ACC 5.1 Administration Manual...
  • Page 357 For 3-digit DID, set to (116)*(K)31 For 4-digit DID, set to (1116)*(K)31 For 5-digit DID, set to (11116)*(K)31 For 6-digit DID, set to (111116)*(K)31 For 7-digit DID, set to (1111116)*(K)31 For 8-digit DID, set to (11111116)*(K)31 AltiWare ACC 5.1 Administration Manual 329...
  • Page 358 For 3-digit DID, set to (115)*(K)36 For 4-digit DID, set to (1115)*(K)36 For 5-digit DID, set to (11115)*(K)36 For 6-digit DID, set to (111115)*(K)36 For 7-digit DID, set to (1111115)*(K)36 For 8-digit DID, set to (11111115)*(K)36 AltiWare ACC 5.1 Administration Manual...

  • Page 359: E1 Isdn Pri Installation

    1. Change the Configure Type to E1: From Boards view, double-click the board to be configured to open the Board Configuration window. In the Board Configuration window, click the Board Configuration button. AltiWare ACC 5.1 Administration Manual 331...
  • Page 360 CO. If all configurations are correct, the status should be shown as “OK,” as in Figure 4. 3. Click the Protocol button in the Channel Group Configuration dialog box to open the Protocol Configuration window. AltiWare ACC 5.1 Administration Manual...
  • Page 361 ISDN PRI Setting field, and click OK. Figure 5. Data Link layer What you should select in the B Channel Maintenance Message drop-down list depends on what country you reside in (see Table 2 on page 334). AltiWare ACC 5.1 Administration Manual 333...
  • Page 362 Restart Spain ETSI Restart Taiwan Bellcore, ETSI None Thailand ETSI Restart ETSI (for DASS II/DPNSS) Restart UK, Ireland ETSI, British Telecom ISDN None Bellcore TR 1268 Restart and Service USA, Canada AT&T TR 41449/41459 Restart AltiWare ACC 5.1 Administration Manual...

  • Page 363: Ppendix

    Loop Start (not recommended) • Trunk Type: • 2-Way DID (recommended) • • Framing: Super Frame (SF)/D4 • Extended Super Frame (ESF) (recommended) • Line Coding: Alternate Mark Inversion (AMI) • B8ZS (recommended) • AltiWare ACC 5.1 Administration Manual 335...
  • Page 364 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. AltiWare ACC 5.1 Administration Manual...

  • Page 365: Service Parameters/Request Information For Pri

    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. AltiWare ACC 5.1 Administration Manual 337...

  • Page 366: Service Parameters/Request Information For E1

    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. AltiWare ACC 5.1 Administration Manual...

  • Page 367: Network Ports

    For a multi-chassis system, you need to enter multiple ranges: Gateway ID = 0 X0 = 49152 Y0 = 49152 + Total IP codec channels in GW0 x 2 Gateway ID = 1 X1 = 49152 + 512 x 1 AltiWare ACC 5.1 Administration Manual 339...

  • Page 368: Remote Ip Phones Behind Nat

    For remote IP phones behind NAT, you don’t need to do any configuration. However, if the remote firewall/NAT router blocks outgoing traffic, then you will need to open the following ports on the remote firewall/NAT router: AltiWare ACC 5.1 Administration Manual...
  • Page 369 Appendix C: Network Ports UDP 10060 • UDP 30,000~31,000 • TCP 10064 • AltiWare ACC 5.1 Administration Manual 341...
  • Page 370 AltiWare ACC 5.1 Administration Manual...

  • Page 371: Ppendix

    (within eight hours). All other calls are returned on the next business day. Please be ready to supply the following information: Company name • Product serial number • AltiWare version number • AltiWare ACC 5.1 Administration Manual 343...

  • Page 372: Product Repair

    Call detail reporting (CDR) and real-time monitoring (AltiSupervisor). • AltiView, AltiAgent, AltiSupervisor, AltiConsole and AltiReach client applications. • Voice over IP (VoIP) network requirements and implementation for branches or • remote workers. AltiWare ACC 5.1 Administration Manual...
  • Page 373 Visit the AltiTraining web site at www.AltiTraining.com to register for a class or to get more information. You may contact AltiTraining, LLC, with additional questions: E-mail: info@AltiTraining.com • Phone: (877) ALTI-TRAIN (or 877-258-4872). • AltiWare ACC 5.1 Administration Manual 345...
  • Page 374 AltiWare ACC 5.1 Administration Manual...

  • Page 375: Appendixe

    263 for details. 3. Check the IP address of the destination system. 4. Check the RTP and RTCP settings. Make sure UDP port numbers 49152-49199 are not assigned to other applications. RTP/RTCP stands for Real-Time Transport AltiWare ACC 5.1 Administration Manual 347...
  • Page 376 1. Device Driver is Not Running. Check the device driver. Make sure it’s installed and working properly. Triton VoIP Board is Not Installed Properly. Refer to the Quick Installation Guide for details on proper installation of the Triton VoIP board. AltiWare ACC 5.1 Administration Manual...

  • Page 377: Index

    Index hardware status 42 board AltiWare Admin H323SP, configuring 111 main window 40 MAX, configuring 112 AltiWare Admin & Extension Securi- mobile extension, configuring ty Checker 314 Symbols AltiWare Admin default password Quantum 93 #27 to relocate global extension Quantum, configuring 93 AltiWare Admins, disconnecting SIPSP &...
  • Page 378 call waiting overhead paging 72 dialing pattern tips, out call routing distinctive 176 paging group 227 distinctive tones 244 Quantum board 93 dialing patterns, out call routing multiple 185 setting work days 59 call waiting tones system dialing scheme distinctive 219 business hours 58 trunk 119 call waiting, setting options 185...
  • Page 379 Enable Do Not Disturb 185 Extension button 41 hackers, detecting 178 enable intercom 164 extension dialed digit translator 56 hardware enable live call handling 185 Extension Security Checker 314 basic requirements 21 enable multiple call waiting 185 Extension view window 43 hardware status 42 enable single call handling 225 hardware problems 309...
  • Page 380 dow 306 logging outbound workgroup calls tone-based 167 IP device range voltage-based 167 adding 281 login 39 messages IP dialing table 286 login failed, AltiEnterprise Manager managing 79 IP extensions 162 recording options 79 IP network logout 39 setting e-mail options 79 defining address range 284 loop start 137 setting notification retries 78...
  • Page 381 intranet, configuring 284 definition 353 public 282 recorded announcements 71 public, configuring 284 recording call screening 188 playback message 176 auto attendant phrases 89 configuring 186 playing music from a file 71 messages 79 enabling 186 PM schedule 60 personal options 165 ONA ring duration 188 POP3 service 79 recording options...
  • Page 382 incoming calls 143 SIP trunk properties, setting 123 TCP ports 345 routing rules, in call 143 SMTP service 79 AltiServ behind NAT 286 RTP & RTCP 353 SMTP/POP3 technical support 349 RTP packet length 280 setting for extension 175 technical training for system ad- RTP/RTCP speed dial mins 350...
  • Page 383 trunk access, IP 57 setting parameters for notifica- workgroup status display 201 Trunk button 41 tion 178 Workgroup view window 45 trunk channel, measuring Rx level voice mail playing order 219 wrapup 45 voice quality wrap-up time, setting 172 trunk configuration 115 and WAN bandwidth 282 Trunk Monitor Enable option 190 voicemail playing order 176...

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