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Altigen AltiWare ACM 5.1 Administration Manual

Altiware acm 5.1 administration manual altigen communications
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  • Page 1 AltiWare ACM 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

    Upgrading from 5.0A to 5.1 ........24 Migrating from ACC 5.1 to ACM 5.1 ......25 About License Keys and the System Key .
  • Page 4 HAPTER Getting Around AltiWare Administrator 5.1 ....41 Logging In and Out ......... 41 Changing the Password .
  • Page 5 Gateway Management ........79 Managing AltiGateways ........80 Setting Parameters .
  • Page 6 Configuring Call Recording ........112 Using a Remote Shared Directory ......113 HAPTER Application Extension Configuration .
  • Page 7 If You Don’t Have the Milli-Watt Test Number ..... 165 Quantum Trunk Properties ........169 Incoming Call Routing .
  • Page 8 Setting the Message Types for Notification ..... . . 210 Emergency Notification ........210 Unusual VM Activity Notification .
  • Page 9 Disabling a Mailbox ........254 Synchronizing with Exchange Server.
  • Page 10 Setting the Type of Notification....... 290 Setting Notification Timing ........291 Setting Notification Business Hours .
  • Page 11 HAPTER Enterprise VoIP Network Management ....323 Understanding VoIP Bandwidth Requirements ..... . 324 Opening AltiEnterprise Manager .
  • Page 12 Setting Up the Client ........380 Install the AltiGen TAPI Service Provider on the Client .
  • Page 13 PPENDIX Troubleshooting ........431 Troubleshooting VoIP—Common Symptoms and Solutions .
  • Page 14 xii AltiWare 5.1 Administration Manual...

  • Page 15: About This Manual

    • AltiAgent Manual • AltiSupervisor Manual • AltiConsole Manual • CDR Manual • Advanced Call Router • Alti-IP 600 Administration Manual • IP 710 User Manual • IP 705 User Manual • About This Manual AltiWare ACM 5.1 Administration Manual...
  • Page 16 AltiWare ACM 5.1 Administration Manual...

  • Page 17: Overview

    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. H A P T E R Overview AltiWare ACM 5.1 Administration Manual 3...

  • Page 18: 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 ACM 5.1 Administration Manual...

  • Page 19: Multi-Chassis Gateway Support

    Total agents seats (License/Head) per system - 256 • Voice Processing New Features and Enhancements Multi-lingual support • Ability to select a custom file name in the phrase management menu • Adjustable System Phrase for System Park • AltiWare ACM 5.1 Administration Manual 5...

  • Page 20: Pbx New Features And Enhancements

    Meet-Me conference scheduling, monitoring, mute, and drop capability • Dial pad and Flash key • Ability to manage Activity greetings • Ability to transfer or conference by clicking in Speed Dial or Monitor lists • AltiWare ACM 5.1 Administration Manual...

  • Page 21: 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 ACM 5.1 Administration Manual 7...

  • Page 22: 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 ACM 5.1 Administration Manual...
  • Page 23 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 ACM 5.1 Administration Manual 9...

  • Page 24: C Hapter

    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 ACM 5.1 Administration Manual...

  • Page 25: 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 ACM 5.1 Administration Manual 11...
  • Page 26 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 - this feature includes the following capabilities: AltiWare ACM 5.1 Administration Manual...
  • Page 27 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 ACM 5.1 Administration Manual 13...

  • Page 28: 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 ACM 5.1 Administration Manual...

  • Page 29: Internet Integration Features

    - 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 ACM 5.1 Administration Manual 15...

  • Page 30: System And Administration Features

    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 ACM 5.1 Administration Manual...

  • Page 31: 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 ACM 5.1 Administration Manual 17...

  • Page 32: 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 ACM 5.1 Administration Manual...

  • Page 33: Optional Add-On Software

    SDK Tool Kit - offers a complete set of tools including APIs, documentation and sample programs, to enable a developer to begin programming rapidly and efficiently. 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 ACM 5.1 Administration Manual 19...

  • Page 34: C Hapter

    Chapter 1: Overview AltiWare ACM 5.1 Administration Manual...

  • Page 35: Hapter

    This chapter briefly describes the installation process of the system software, AltiWare 5.1. For complete and up-to-date instructions, refer to the Readme on your AltiWare ACC/ACM 5.1 CD. The chapter also walks you through the license activation and registration process. The chapter includes the following: Minimum system requirements •...

  • Page 36: Cpu, Memory, And Hdd Requirements

    3.0 GHz 1 GB (Office 3G) 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 ACM 5.1 Administration Manual Hard Disk Power Require- Controller...

  • Page 37: Preparation For Installation

    USB key.) Software license key—A 20-digit key located on the front of the End User License • Agreement. The following table lists all licenses used in AltiWare 5.1. Table 1. AltiWare ACC/ACM 5.1 License Summary License Type Server Base...

  • Page 38: Upgrade And Migration Path

    You can upgrade to AltiWare ACC/ACM 5.1 software only from a 5.0A release. Upgrading from 5.0A to 5.1 Please refer to the Readme on your AltiWare ACC/ACM 5.1 CD for complete installation instructions. These are the steps, in brief: 1. Uninstall all AltiWare 5.0A Clients, using Windows Control Panel > Add/ Remove Programs.

  • Page 39: Migrating From Acc 5.1 To Acm 5.1

    Migrating from ACC 5.1 to ACM 5.1 To perform the migration from ACC 5.1 to ACM 5.1, follow the steps in the Readme on your AltiWare 5.1 CD. These are the steps, in brief: 1. Back up the Database—Use the Backup and Restore Utility program to back up all the configuration information to a different location, such as the network drive.

  • Page 40: About License Keys And The System Key

    Licenses must be registered with AltiGen for the system to function at full, licensed capacity. This registration includes both AltiWare systems information, and registration of dealer, installer, and end user (customer) data for each AltiGen system installed or upgraded. AltiWare ACM 5.1 Administration Manual (user name: AltiGen_<servername>)

  • Page 41: License Activation And Registration Procedures

    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 ACM 5.1 Administration Manual 27...

  • Page 42: When The System Has An Internet Connection

    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 ACM 5.1 Administration Manual...
  • Page 43 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 ACM 5.1 Administration Manual 29...
  • Page 44 (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 ACM 5.1 Administration Manual...
  • Page 45 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 ACM 5.1 Administration Manual 31...
  • Page 46 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 ACM 5.1 Administration Manual...

  • Page 47: 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 ACM 5.1 Administration Manual 33...
  • Page 48 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 ACM 5.1 Administration Manual...
  • Page 49 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 ACM 5.1 Administration Manual 35...
  • Page 50 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 ACM 5.1 Administration Manual...
  • Page 51 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 ACM 5.1 Administration Manual 37...

  • Page 52: Registering Online Without Altiware Admin

    Windows, using the Start > Programs > Administrative Tools > Services applet. Then go to Start > Programs > Control Panel > Add/Remove Programs, and select AltiWare ACC/ACM 5.1, and click Remove. Troubleshooting (Error Messages) Use this table for troubleshooting error messages encountered during software installation.
  • Page 53 Environment > Path) after finishing AltiWare’s installation but before restarting your system The previous database may be corrupted. Restore the last, known working database and try again. If error persists, contact your Authorized AltiGen Dealer. AltiWare ACM 5.1 Administration Manual 39...
  • Page 54 Chapter 2: Software Installation & License Registration AltiWare ACM 5.1 Administration Manual...

  • Page 55: Getting Around Altiware Administrator 5.1

    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. Getting Around AltiWare Administrator 5.1 AltiWare ACM 5.1 Administration Manual H A P T E R...

  • Page 56: Changing The Password

    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 ACM 5.1 Administration Manual Menu bar Buttons for quick access...

  • Page 57: 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 ACM 5.1 Administration Manual 43...

  • Page 58: 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. AltiWare ACM 5.1 Administration Manual...

  • Page 59: Extension View Window

    For example, in location 01:04, the card logical ID is 1 and the port number is 4. If an IP Extension is logged on, the location will show the IP address. Double-click a board to open a configuration window for that board. Right-click an extension to display its physical location... AltiWare ACM 5.1 Administration Manual 45...

  • Page 60: 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 ACM 5.1 Administration Manual Right-click a trunk to display its physical...

  • Page 61: Call Log View Window

    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 • Prints selected log entries. Clears the window of all data. AltiWare ACM 5.1 Administration Manual 47...

  • Page 62: 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 ACM 5.1 Administration Manual...

  • Page 63: 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 ACM 5.1 Administration Manual 49...

  • Page 64: Programs Available From The Windows Start Menu

    • IP dialing table and IP codec profiles. See “Enterprise VoIP Network Management” on page 323. (Available also from AltiWare Administrator.) AltiWare ACC/ACM Readme—Readme file for AltiWare ACC/ACM 5.1. • Available under Gateway Tools: AltiGen Board Test—A hardware test tool used to debug system hang and other •...

  • Page 65: Hapter

    Audio Peripheral—settings for music on hold, system default prompts, and • overhead paging Activity—settings for pre-defined or customized activity codes • Feature Profiles—settings for extension feature profiles • System Configuration on the toolbar. AltiWare ACM 5.1 Administration Manual 51 H A P T E R...

  • Page 66: Setting General Parameters

    You can set the following parameters and options: Parameter System ID Country AltiWare ACM 5.1 Administration Manual Description Assign a number (1-100) to the system. This ID will be used to differentiate call records if multiple systems are writing call records to a same external database.
  • Page 67 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 ACM 5.1 Administration Manual 53...

  • Page 68: Setting A System Number Plan

    9 to get a trunk line. The numbering scheme requires some thoughtful planning. AltiWare ACM 5.1 Administration Manual Description Select the extension to be used by the system operator.
  • Page 69 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 ACM 5.1 Administration Manual 55...

  • Page 70: Parameter Description

    “*” 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 ACM 5.1 Administration Manual...
  • Page 71 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 ACM 5.1 Administration Manual 57...
  • Page 72 1. Select Extension Dialed Digit Translator from the Select 2. In the Extensions Group field, use the Add button to create and AltiWare ACM 5.1 Administration Manual This feature is intended for, but not limited to, allowing a remote IP extension to make an emergency call (911) through AltiServ.
  • Page 73 * to Feature Access. For example, if 7 is set to Feature Access, Station Login (#27) can also be accessed using 727. – Defines how to get a PSTN trunk line to dial an – By default, # is set to Feature Access, which is used AltiWare ACM 5.1 Administration Manual 59...

  • Page 74: Setting Business Hours

    The system time can be changed using the Date and Time options in the Windows Control Panel. AltiWare ACM 5.1 Administration Manual – Only one IP trunk access option is allowed per...
  • Page 75 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 ACM 5.1 Administration Manual 61...

  • Page 76: Routing Calls On Holidays

    To configure Holiday routings, select System > System Configuration, and then click the Holiday tab. AltiWare ACM 5.1 Administration Manual Description For each day of the week, select the time periods during which the company is available for business. The time between the AM and PM times can be used to indicate a lunch break or time between shifts.
  • Page 77 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 ACM 5.1 Administration Manual 63...

  • Page 78: Configuring System Speed Dialing

    Speed dial settings for individual extensions are set in Extension Configuration. (See “Setting up Station Speed Dialing” on page 205.) To configure Speed Dialing, select System > System Configuration, and then click the System Speed tab. AltiWare ACM 5.1 Administration Manual...

  • Page 79: Adding Speed Dial Entries

    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 ACM 5.1 Administration Manual 65...

  • Page 80: 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 ACM 5.1 Administration Manual...

  • Page 81: 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 ACM 5.1 Administration Manual 67...

  • Page 82: 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 185. AltiWare ACM 5.1 Administration Manual Tie Trunk: T1/PRI or VoIP System B...

  • Page 83: 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 ACM 5.1 Administration Manual 69...

  • Page 84: 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 ACM 5.1 Administration Manual...

  • Page 85: External (Remote) Logging Of Call Data

    Description The name of the external log service machine (optional) The IP address of the external log service machine The TCP port of the machine The password to connect to the external service machine AltiWare ACM 5.1 Administration Manual 71...

  • Page 86: Country-Relevant Settings

    1 for 1-plus dialing within the U.S. dialing plan (also known as the North American Numbering Plan). International. The prefix used for international calls. For example, this is 011 for • international calls made in the U.S. AltiWare ACM 5.1 Administration Manual...

  • Page 87: 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 15. System Configuration, Audio Peripheral tab AltiWare ACM 5.1 Administration Manual 73...

  • Page 88: Configuring Music On Hold And Recorded Announcements

    4. On the Audio Peripheral tab, check the Enable Callers on Hold or in Queue to 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 ACM 5.1 Administration Manual...

  • Page 89: 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 ACM 5.1 Administration Manual 75...
  • Page 90 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 ACM 5.1 Administration Manual...

  • Page 91: Feature Profiles

    #82 – Dial Tone Disabled Call Management: #26 – Station Logout #27 – Station Login #32 – Enter Account Code #33 – Do Not Disturb #36 – Call Forwarding #37 – Remote Call Forwarding AltiWare ACM 5.1 Administration Manual 77...
  • Page 92 So, it is important to note which extensions are assigned to certain feature profiles, especially when adding new profiles or deleting old ones. AltiWare ACM 5.1 Administration Manual...

  • Page 93: Gateway Management

    To configure multiple AltiGen servers to work as one system, one server is designated as the primary server. AltiWare is installed on this server only. Other servers in the system should have only the gateway service installed. AltiWare ACM 5.1 Administration Manual 1...

  • Page 94: Managing Altigateways

    Set CT-Bus clock for a gateway • Set whether the gateway is in service or out of service • To open the Gateway Management window, select System > Gateway Management. Figure 2. Gateway Management window AltiWare ACM 5.1 Administration Manual...

  • Page 95: Setting Parameters

    It can be set as Mu-Law or A-Law. The default is Mu-Law for North America. For European countries and regions that are using E1 digital trunk, this setting needs to be changed to A-Law. AltiWare ACM 5.1 Administration Manual 3...

  • Page 96: Adding And Attaching A Gateway

    After you add a gateway to the list, you can attach it to the AltiWare system. Also, you may have disconnected a gateway that has already been attached. In either case, you can attach it in the Gateway Management window. AltiWare ACM 5.1 Administration Manual Description This parameter determines which telephony board will provide the clock signal for the TDM bus.

  • Page 97: Detaching And Deleting A Gateway

    You can change the selected gateway’s unique number (01, 02) and the password by clicking the Config button in the Gateway Management window. This opens the AltiGateway Configuration Tool. Make your changes, and click Apply. AltiWare ACM 5.1 Administration Manual 5...

  • Page 98: Altigateway Configuration Tool

    The settings: Parameter Gateway IP Address Gateway ID Setting Password Setting AltiWare ACM 5.1 Administration Manual Description The IP address of the gateway identified in the title bar. Shows the unique numeric ID of the gateway identified in the title bar. (Editable field.) The password of the gateway identified in the title bar.
  • Page 99 Parameter Description Status The status of the gateway: active, disconnected, initializing, resetting, failed. Current Softswitch IP The IP address of the machine running AltiWare. Address Product Version The software version of the AltiGateway service. AltiWare ACM 5.1 Administration Manual 7...

  • Page 100: C Hapter

    Chapter 1: Gateway Management AltiWare ACM 5.1 Administration Manual...

  • Page 101: Hapter

    Voice Mail Configuration AltiWare ACM 5.1 Administration Manual 87 H A P T E R , and select Voice Mail...

  • Page 102: Setting Message Notification Retries

    Maximum Retry Count Retry Interval in Minutes AltiWare ACM 5.1 Administration Manual Description Can be between 0 and 16. This is the number of times the system will try to deliver a voice message notification after the original attempt. For example, 5 retries means five tries after the original, or 6 total attempts.

  • Page 103: Setting Message Management Options

    200–2000 ms (.2–2 seconds). Description Selected, this enables incoming and outgoing mail services on AltiWare—Simple Mail Transfer Protocol (SMTP) and Post Office Protocol (POP). AltiWare ACM 5.1 Administration Manual 89...

  • Page 104: Synchronizing E-Mail With Exchange

    AltiAgent user applications. To configure distribution lists, select System > Voice Mail Configuration, then click the Voice Mail Distribution List tab. AltiWare ACM 5.1 Administration Manual Description This field defines the extension that will be assigned as a Postmaster Extension. When the e-mail system...

  • Page 105: 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 ACM 5.1 Administration Manual 91...

  • Page 106: C Hapter

    Chapter 6: Voice Mail Configuration AltiWare ACM 5.1 Administration Manual...

  • Page 107: Hapter

    2. Record phrases for each menu level or use the pre-recorded phrases that are available to you. See “Phrase Management” on page 100 for more details on how to H A P T E R AltiWare ACM 5.1 Administration Manual 93...

  • Page 108: 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 95. You don’t need to add a new AA if you’re going to use 16 or fewer. AltiWare ACM 5.1 Administration Manual 110, Phrase 20 Auto Attendant ID:...

  • Page 109: Editing Auto Attendants

    Edit button. This opens the AA window, showing the AA you selected in the title bar. , or select System > AA Configuration. Exports all your AA settings to an HTML file , or select AltiWare ACM 5.1 Administration Manual 95...

  • Page 110: Configuring Menu Items

    1-9 to the caller who selects this menu item. The highest priority is 1, the lowest priority is 9. If this box is not checked, go to the next step without delay. AltiWare ACM 5.1 Administration Manual...
  • Page 111 Allows the caller to log in to the voice mail system to Access retrieve voice mail or change personal options from the outside. This option is assigned to the "#" key at the top level of each AA by default. AltiWare ACM 5.1 Administration Manual 97...
  • Page 112 • If failed, the system executes the menu item you define as a fail over action. • AltiWare ACM 5.1 Administration Manual Description Allows outside caller to dial into the system, enter a call back number, hang up, and wait for the system to call back.
  • Page 113 Web Call Response Timeout—the length of time the system will wait for digits • after responding to a Web call before timeout. " in the IVRData field. Account=67663 AltiWare ACM 5.1 Administration Manual 99...

  • Page 114: Making Auto Attendant Assignments

    Please hold; someone will be with you shortly. For your convenience, you may leave a message if you wish by pressing the # key on your (default) telephone and we will get right back to you. 0292 Please hold; someone will be with you shortly. AltiWare ACM 5.1 Administration Manual...

  • Page 115: Recording Custom Phrases From The Altigen Phone

    AltiWare format (available from the Windows Start > Programs > AltiWare ACC/ACM > Utilities menu). Some recording studios provide the conversion service for an additional fee. The converted file can then be used for an AA or for a workgroup or huntgroup group setup. AltiWare ACM 5.1 Administration Manual 101...
  • Page 116 WAVE format to an AltiWare playable audio file. 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 ACM 5.1 Administration Manual...

  • Page 117: Hapter

    Enable auto attendant support in the Multilingual Configuration screen, AA tab. • In the Extension Configuration screen, choose an available language for the internal • user, if desired. Multilingual Configuration AltiWare ACM 5.1 Administration Manual 9 H A P T E R C:\PostOffice\Phrases...

  • Page 118: Creating Language Phrase Packages

    Lang_X stores the phrases required by the system, and LangCustom_X LangCustom_X. stores your custom phrases. For example, to add a language for Mexico, you need to create two directories: Lang_Mexico • LangCustom_Mexico • AltiWare ACM 5.1 Administration Manual contain the phrases of the system default LangCustom Lang_X...

  • Page 119: Configuring For A Multilingual System

    3. Enter a description for the language. This description will appear elsewhere in the graphical user interface, for example in the Extension Configuration window and the AA tab in this screen. 4. Click OK. 5. Repeat these steps for each language you want to add. AltiWare ACM 5.1 Administration Manual 11...

  • Page 120: Enabling Multilingual Support In The Auto Attendant

    Note: This configuration is on top of the regular AA configuration. The system will execute the regular AA action items after a language preference is selected by the caller. AltiWare ACM 5.1 Administration Manual...

  • Page 121: Configuring The Extension

    #12 is configured on the System > Multilingual Configuration > Feature Code tab: Figure 4. Configuring feature code #12 to enable a user to change an extension’s language selection Select a language for the extension user AltiWare ACM 5.1 Administration Manual 13...
  • Page 122 1. On the PBX > Extension Configuration > General tab, select the extension. 2. In the “Personal Information” panel of the General tab, assign a Feature Profile that includes #12. AltiWare ACM 5.1 Administration Manual Allows extension user to specify his extension’s...

  • Page 123: Using Dnis To Set The Language

    3. Select where you want to route callers who have dialed that number. 4. Select the appropriate language from the Language Setting drop-down list. 5. Click Apply. Figure 5. Configuring the language setting in DNIS AltiWare ACM 5.1 Administration Manual 15...

  • Page 124: Which Language Will Be Used

    5. If DNIS is configured for language setting, the external caller hears the prompts in the language specified by the number he dialed. 6. In any other case, the system default language is used. AltiWare ACM 5.1 Administration Manual...

  • Page 125: Hapter

    • callerID is the caller ID or extension number. It could also be: • bgn for barge-in call • sm for a silent monitor call • H A P T E R AltiWare ACM 5.1 Administration Manual 17...

  • Page 126: Configuring Call Recording

    2. Select a Recording Type from the drop-down list. 3. In the Central Location field, browse for the directory you want to set as the destination folder and path for saving the call recordings. AltiWare ACM 5.1 Administration Manual button on the toolbar.

  • Page 127: Using A Remote Shared Directory

    However, if you need to use a remote shared directory, and you are using Windows 2003 Server, follow the steps below: AltiWare ACM 5.1 Administration Manual 19...
  • Page 128 2. In the Map Network Drive dialog box, click the Sign up for online storage or connect to a network server link. Figure 3. “Sign up for online storage or connect to a network server” link This invokes the Add Network Place Wizard. AltiWare ACM 5.1 Administration Manual...
  • Page 129 Figure 4. Add Network Place Wizard 3. Click Next. You’ll see the screen below: Figure 5. Add Network Place Wizard 4. Click Choose another network location and click Next. The following screen is displayed: AltiWare ACM 5.1 Administration Manual 21...
  • Page 130 Click View some examples for correct formatting. Then click Next.The following screen is displayed: Figure 7. Add Network Place Wizard - Shortcut Name 6. Type in a name for the network place and click Next. A confirmation screen appears: AltiWare ACM 5.1 Administration Manual...
  • Page 131 7. Click Finish. The network place you created should appear on the desktop. Figure 9. Network Place Created 8. In the Recording Configuration window, use the Browse button to select the network place as the destination folder. AltiWare ACM 5.1 Administration Manual 23...
  • Page 132 Chapter 3: Call Recording Configuration Figure 10. Recording Configuration Window AltiWare ACM 5.1 Administration Manual...

  • Page 133: Application Extension Configuration

    You can find this information in Help > About, and then click License Information. To access the Application Extension Configuration window, select System > Application Ext Configuration. The configuration window opens: H A P T E R AltiWare ACM 5.1 Administration Manual 25...

  • Page 134: Application Failover Plan

    The Application Failover Plan ensures that a call made to the extension will be automatically transferred if the application is not available. Use the If application is not available, forward to drop-down list to select the forwarding destination. The options are: AltiWare ACM 5.1 Administration Manual...

  • Page 135: Application Information

    If a third-party application is connecting to this extension, make sure the application is properly set to log into the application extension. If the third-party application is logged in, the status shown in Figure 1 on page 26 changes to “connected.” AltiWare ACM 5.1 Administration Manual 27...

  • Page 136: C Hapter

    Chapter 4: Application Extension Configuration AltiWare ACM 5.1 Administration Manual...

  • Page 137: 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 Board Configuration AltiWare ACM 5.1 Administration Manual 123 H A P T E R...
  • Page 138 Channel Mapping List Channel Group Info Board Configuration button Reset Board button AltiWare ACM 5.1 Administration Manual Description Board Logical ID: assigned by AltiWare. Board Name: the type of board installed in the system and its physical ID. Logical Channel, Type, and Physical Channel for the entire board.

  • Page 139: Using The Triton Resource Board

    Double-click the Quantum board in the Boards window to open the Board Configuration window, similar to Figure 2 on page 124. See attribute descriptions below Figure 2. Note the following additional information: This option is in the Extension Configuration window AltiWare ACM 5.1 Administration Manual 125...

  • Page 140: Configuring The Triton Analog Station Board

    See “Triton Analog Station Line Properties” on page 200. 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 ACM 5.1 Administration Manual...

  • Page 141: 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 AltiWare Hardware Handbook. AltiWare ACM 5.1 Administration Manual 127...

  • Page 142: Configuring The Triton T1/E1 Board

    Clicking the Board Configuration button opens a configuration dialog box that • displays the board’s serial number, DSP clock, physical and logical IDs. AltiWare ACM 5.1 Administration Manual If you change this configuration, you must restart the switching services for the change to take...
  • Page 143 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 ACM 5.1 Administration Manual 129...
  • Page 144 HW failure: <No Answer> HW failure: <No Clocks> L1 failure: <No Signal (LOS)> L1 failure: <Alarm Indication Signal (AIS)> AltiWare ACM 5.1 Administration Manual Meaning Action Major hardware Reset board. problem. Board is not If error continues, responding to replace board.
  • Page 145 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 frame slips for the receiver. AltiWare ACM 5.1 Administration Manual 131...
  • Page 146 Frame Type Line Code Zero Code Suppression CD Bits Handling AltiWare ACM 5.1 Administration Manual Meaning Line Code Error is defined as an occurrence of a bi-polar variation or excessive zeroes. Bit Errors are defined as a CRC-6 error in ESF, FT-bit error in SLC-96 and F-bit or sync bit error in SF.

  • Page 147: Setting Up Channels On The Triton T1/E1 Board

    You can set the System Clock Master if you have a back- to-back configuration and you want this span to be the master clock to the system. (Only one clock master should be selected in a back-to-back system.) See the following section on T1/E1 clocking. AltiWare ACM 5.1 Administration Manual 133...
  • Page 148 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 ACM 5.1 Administration Manual...
  • Page 149 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 ACM 5.1 Administration Manual 135...
  • Page 150 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 ACM 5.1 Administration Manual...
  • Page 151 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 ACM 5.1 Administration Manual 137...
  • Page 152 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 ACM 5.1 Administration Manual...
  • Page 153 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 ACM 5.1 Administration Manual 139...
  • Page 154 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 ACM 5.1 Administration Manual...

  • Page 155: Installing A Channel Service Unit (Csu)

    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 129. Refer to your CSU manufacturer’s manual for the proper pinout. AltiWare ACM 5.1 Administration Manual 141...

  • Page 156: Configuring Virtual Boards Sipsp And H323Sp

    Double-clicking a SIPSP board in Boards view and then clicking the Board Configuration button opens this dialog box: Figure 17. SIP Signaling Channel Configuration dialog box AltiWare ACM 5.1 Administration Manual If you change the number of SIP extension or tie trunk channels,...

  • Page 157: Configuring The H323Sp Board

    4, from 4 to 96. You need to reboot the AltiWare system after the maximum trunk channel number is changed. If you change the maximum number of trunk channels, you need to reboot the AltiWare system. AltiWare ACM 5.1 Administration Manual 143...

  • Page 158: Configuring The Max Board

    “Setting up Channels on the Triton T1/E1 Board” on page 133. Double-clicking a channel in the Channel Mapping List opens the appropriate configuration dialog box for that channel. AltiWare ACM 5.1 Administration Manual refers to the number of analog is added to the end.

  • Page 159: 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 ACM 5.1 Administration Manual 145...
  • Page 160 Chapter 11: Board Configuration AltiWare ACM 5.1 Administration Manual...

  • Page 161: 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: Trunk Configuration AltiWare ACM 5.1 Administration Manual 147 H A P T E R...

  • Page 162: Opening The Trunk Configuration Window

    Select PBX > Trunk Configuration. • Double-click a trunk in the Trunk View window. • Figure 2. Trunk View window AltiWare ACM 5.1 Administration Manual in the toolbar. Selecting Channel Properties from the right-click menu in Trunk View bypasses the...

  • Page 163: Selecting Trunks To Set Attributes

    ID is assigned by the system. This ID may change when a telephony board is added into or removed from the system. When you select a trunk in this list, the options and parameters for the trunk appear in the settings in the right side of the window. AltiWare ACM 5.1 Administration Manual 149...

  • Page 164: Configuring One Or Multiple Trunks

    Zoomerang if the area code is not configured properly. Direction—The trunk direction can be Outgoing only, Incoming only, Both • Outgoing and Incoming, Paging, or E911. The Both option is the system default. AltiWare ACM 5.1 Administration Manual...
  • Page 165 PRI will transmit the system home area code and main number defined in System Configuration, General tab. Description—Descriptive information such as the company name for the assigned • Phone Number, or appropriate agency if this trunk provides 911 access. Trunk Dialing Scheme—Overlap or En-bloc dialing. • AltiWare ACM 5.1 Administration Manual 151...
  • Page 166 T1/PRI tie trunks as well. It will tell the system to transmit [Caller’s Extension Number] and [Target’s Extension Number] as [ANI] [DNIS] to the other system. In case this is a T1-CAS, which typically cannot AltiWare ACM 5.1 Administration Manual...
  • Page 167 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 ACM 5.1 Administration Manual 153...

  • Page 168: H323 Tie Trunk Properties

    Figure 4. Configuration dialog box for a Triton VoIP channel See “Configuring the SIPSP Board” on page 142 for board configuration information. Note: This is signal only trunks. Make sure you have enough IP resource boards to cover your needs. AltiWare ACM 5.1 Administration Manual...

  • Page 169: 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 ACM 5.1 Administration Manual 155...
  • Page 170 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 ACM 5.1 Administration Manual...

  • Page 171: Triton T1/E1 Trunk Properties

    CO by a defined delay to avoid missing digits. Do not change this value unless advised. Caller ID and DID Collection E&M Wink Start (default) E&M Immediate Start Ground Start AltiWare ACM 5.1 Administration Manual 157...
  • Page 172 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 ACM 5.1 Administration Manual None # or * Caller ID...

  • Page 173: Caller Id And Did Incoming Sequence Example

    If no match is found for either sequence, #CID*DID no Caller ID or DID digits are collected. number. DID/DNIS . It then waits 1 second between symbol is a delimiter AltiWare ACM 5.1 Administration Manual 159 , it...

  • Page 174: 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 Interface Type AltiWare ACM 5.1 Administration Manual Description Select the type of trunk that will interface with this trunk channel: Loop Start Trunk •...
  • Page 175 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 ACM 5.1 Administration Manual 161...
  • Page 176 Noise Level Echo Return Loss Hybrid Echo Return Loss AltiWare ACM 5.1 Administration Manual Description Busy tone (reorder tone, fast busy tone, error tone, and so on) or dial tone (continuous tone, and so on). This should be used in conjunction with drop in loop current. For COs who cannot guarantee loop break, this may be the only option.

  • Page 177: Performing Impedance Match On Your Own

    Tests the receiving level of the trunk channel on a call to your local CO’s Milli-Watt Test Number after you set the Impedance parameter to 600 Ohms and the Rx Gain to 0dB. Results are displayed in the Rx Level at 600 Ohms field. AltiWare ACM 5.1 Administration Manual 163...

  • Page 178: Measuring The Rx Level Of A Trunk Channel

    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. 4. Click the Test Rx Level button. When the test is complete, the Test Rx Level dialog box is displayed: AltiWare ACM 5.1 Administration Manual...

  • Page 179: 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 ACM 5.1 Administration Manual 165...
  • Page 180 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 ACM 5.1 Administration Manual...
  • Page 181 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 ACM 5.1 Administration Manual 167...
  • Page 182 Chapter 12: Trunk Configuration If the reading is worse than -18 dB, you should contact your CO to adjust the line loss to the acceptable range. AltiWare ACM 5.1 Administration Manual...

  • Page 183: 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 ACM 5.1 Administration Manual 169...
  • Page 184 Trunk Seizure Call Setup Disconnect Supervision Receive from CO (dB Gain) AltiWare ACM 5.1 Administration Manual Description Single—Default setting for North America Double—For countries using Ring-Ring-Silent type of ring pattern Specifies the Flash Duration time in milliseconds, with a range from 50 ms to 1000 ms.
  • Page 185 0 dB to -7 dB for every Quantum Trunk channel. The default setting is to change this setting. Caution! Setting the volume too high will cause distortion in voice quality and/or missed DTMF digits. 0 dB , and it is highly recommended not AltiWare ACM 5.1 Administration Manual 171...

  • Page 186: Incoming Call Routing

    For web IP calls, you can set routing for the three time periods defined in the System Configuration window, Business Hours tab (“Setting Business Hours” on page 60): During Business Hours • Outside Business Hours • AltiWare ACM 5.1 Administration Manual...

  • Page 187: Outgoing Call Blocking

    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 ACM 5.1 Administration Manual 173...

  • Page 188: C Hapter

    Chapter 12: Trunk Configuration AltiWare ACM 5.1 Administration Manual...

  • Page 189: 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. H A P T E R AltiWare ACM 5.1 Administration Manual 175...

  • Page 190: 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 ACM 5.1 Administration Manual...

  • Page 191: 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 ACM 5.1 Administration Manual 177...

  • Page 192: 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 60): During Business Hours • Outside Business Hours • Non Workdays • AltiWare ACM 5.1 Administration Manual...
  • Page 193 Language Setting—lets you specify that callers who dialed the selected number will • hear prompts in the language you set here. This field will have choices only if you added sets of prompts according to the instructions in “Multilingual Configuration” on page 103. AltiWare ACM 5.1 Administration Manual 179...

  • Page 194: C Hapter

    Chapter 13: In Call Routing Configuration AltiWare ACM 5.1 Administration Manual...

  • Page 195: Hapter

    • 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. H A P T E R AltiWare ACM 5.1 Administration Manual 181...

  • Page 196: 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 ACM 5.1 Administration Manual...

  • Page 197: Working With Route Definitions

    (the first trunk listed is used first, and so forth). Displays all trunks that are not assigned to the selected route. AltiWare ACM 5.1 Administration Manual 183...

  • Page 198: 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 ACM 5.1 Administration Manual...

  • Page 199: Working On Dialing Patterns

    Your system needs to borrow another system's trunk to make an outbound call over • an IP or tie trunk. For each type of call, the system will use trunks specified in the “1” field, if available, otherwise use trunks in the “2” field, and so AltiWare ACM 5.1 Administration Manual 185...
  • Page 200 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 ACM 5.1 Administration Manual...
  • Page 201 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 ACM 5.1 Administration Manual 187...

  • Page 202: 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 ACM 5.1 Administration Manual...
  • Page 203 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 ACM 5.1 Administration Manual 189...

  • Page 204: 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 ACM 5.1 Administration Manual...
  • Page 205 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 ACM 5.1 Administration Manual 191...
  • Page 206 Chapter 14: Out Call Routing Configuration AltiWare ACM 5.1 Administration Manual...

  • Page 207: Hapter

    To set up a mobile extension, see “Mobile Extension Configuration” on page 239. Click a column head to sort by that column. Figure 1. Extension Configuration window Extension Configuration on the toolbar. AltiWare ACM 5.1 Administration Manual 193 H A P T E R...

  • Page 208: About The Apply To Button

    Plan tab in the System Configuration window, as described in “Setting a System Number Plan” on page 54. 3. If you have a multi-site setup, with multiple AltiServ systems connected over IP, a VoIP domain is created in the AltiEnterprise configuration. If you want to publish the AltiWare ACM 5.1 Administration Manual...

  • Page 209: Setting Personal Information

    “#”, “*”, “/”, “-” are blocked, so as not to conflict with Dial by Name (#34) and other feature codes. Password for the extension user. The default is the system default password set on • the Number Plan tab in the System Configuration window. AltiWare ACM 5.1 Administration Manual 195...
  • Page 210 The feature profile must first be configured by the administrator on the Feature Profiles tab of System Configuration (see “Feature Profiles” on page 77). AltiWare ACM 5.1 Administration Manual Numbers Letters M, N, O, m, n, o...

  • Page 211: Forced Account Code

    It is the responsibility of the users of this feature to assure they are in compliance with all applicable laws. Disable—No call recording. • AltiWare ACM 5.1 Administration Manual 197...

  • Page 212: Physical Location And Type

    If you change the type to physical, you can also set the location and configure the line as discussed in the “Setting the Line Properties” on page 199. For information about IP extension configuration, see “Setting Up IP Extensions” on page 225. AltiWare ACM 5.1 Administration Manual...

  • Page 213: Setting The Line Properties

    Station Boards. The subsequent sections deal first with Quantum, then with Triton Analog Station. Quantum Line Properties If you select a Quantum board extension and click Line Properties, you’ll see the Quantum Line Properties dialog box. Figure 2. Quantum Line Properties dialog box for extensions AltiWare ACM 5.1 Administration Manual 199...
  • Page 214 Triton Analog Station Line Properties dialog box. You can also access this window by double-clicking a span in Channel Mapping List of the Triton Analog Station Board configuration window. AltiWare ACM 5.1 Administration Manual Description Type of Message Waiting indicator for the phone set: •...
  • Page 215 (Default for US/Canada installation.) high and low frequencies, for touch tone dialing. Message Format indicator. Data Message Format indicator. (Default for US/ Canada installation.) AltiWare ACM 5.1 Administration Manual 201...

  • Page 216: Ip Extension Configuration

    • IVR Data • User Data • AltiWare ACM 5.1 Administration Manual Description Select the frequency in Hz that is necessary for the equipment attached to this line: 28 (default) or 20. The loop current break desired for answering supervision. Range 600-1000 ms (1000 ms is default).

  • Page 217: Configuring Group Options For An Extension

    2. Click the Group tab. You see a list of groups the extension is a member of and a list of groups the extension is not a member of. If the extension is an agent, both workgroups and entropies are shown. If the extension is not an agent, only hunt groups are shown. AltiWare ACM 5.1 Administration Manual 203...
  • Page 218 2. Using the drop-down lists, select the minutes and seconds for the delay. Be sure to set at least enough time (for example, 5 seconds) to allow an agent to click the “Wait” button in AltiAgent after putting the caller on hold and going onhook. AltiWare ACM 5.1 Administration Manual...

  • Page 219: 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. AltiWare ACM 5.1 Administration Manual 205...

  • Page 220: Setting The Mailbox Options

    The Mail Management settings define how voice messages are handled for an extension: whether the mailbox is information only or is full-featured, how messages are announced and processed, and how much capacity is allotted to message storage. AltiWare ACM 5.1 Administration Manual...

  • Page 221: Setting An Information-Only Mailbox

    Email Name—the user’s e-mail name without the @domain. The default e-mail • name is ext[extension number], that is, the letters “ext” followed by the extension number. For example, the default e-mail name for extension 2497 would be ext2497. AltiWare ACM 5.1 Administration Manual 207...

  • Page 222: Mail Forwarding Options

    Voice Mail, AA, Extension, Group, Operator (default), Outside Number, Application Extension, or Line Park. When the caller presses “0”, the call will forward to the specified destination. AltiWare ACM 5.1 Administration Manual Description Selected, the user hears the type of the message sender (internal or outside) before listening to recorded messages.

  • Page 223: Setting Mailbox Capacities

    Maximum length of voice messages in minutes. The range is 1–30 minutes, with a default of 5 minutes. Number of days saved messages are archived by the system. The range is 1–90 days, with a default of 60. AltiWare ACM 5.1 Administration Manual 209...

  • Page 224: Setting The Message Types For Notification

    When calls made from voice mail are unusually long (by default, more than 120 • minutes) When the number of calls made from voice mail is unusually high (by default, more • than 20 calls in one call session) AltiWare ACM 5.1 Administration Manual...
  • Page 225 2007-02-04 16:00:50 Extension 395 made more than a 120-minute call from voicemail(0:6). 2007-02-18 09:05:32 Extension 395(2:3) made an emergency call-###. Note: A SecurityAlert.txt file does not appear in the ...AltiServ\Log folder until a security alert event has created it. AltiWare ACM 5.1 Administration Manual 211...

  • Page 226: Setting The Type Of Notification

    (Default 5 seconds, maximum 30 seconds.) Note: Note: If the delay is set too long, the notified party will hear silence before the announcement is played. AltiWare ACM 5.1 Administration Manual...

  • Page 227: Setting Notification Business Hours

    After configuring your message notification settings, to enable message notification, check the Allow Extension User to Configure Forwarding, Notification and Reminder Call to an Outside Number check box on the Restriction tab of Extension Configuration. AltiWare ACM 5.1 Administration Manual 213...

  • Page 228: Configuring Calling Restrictions

    System Prohibited Prefixes set in System Configuration. All Calls Allowed Except the Defined Prefixes—In addition to System Prohibited • Prefixes, you can block this extension from dialing the numbers defined in the Prefixes Disallowed boxes. AltiWare ACM 5.1 Administration Manual...

  • Page 229: Setting Other Call Restrictions

    For example, If you are working with the settings for a virtual extension, you can use Apply to to apply changes to one, some, or all virtual extensions, but not to physical extensions. AltiWare ACM 5.1 Administration Manual 215...

  • Page 230: Forwarding All Calls

    The forwarding options are as follows: To Voice Mail • To AA—select the auto attendant number to use in the drop-down list under the • option. AltiWare ACM 5.1 Administration Manual...

  • Page 231: Do Not Disturb

    Enable Do Not Disturb—Check this option to send all calls for the selected extension(s) to the extension’s voice mail. This feature is also accessible by the user at the user’s station by dialing #33. Note that this overrides any One Number Access settings for the extension. AltiWare ACM 5.1 Administration Manual 217...

  • Page 232: Handling Busy Calls

    Forward to Extension—Select an extension number in the drop-down list. See “A • 10-Hop Limit to Call Forwarding for Direct Calls” on page 216. Forward to Voice Mail • Forward to AA—select the auto attendant number to use in the drop-down list • under the option. AltiWare ACM 5.1 Administration Manual...

  • Page 233: Configuring One Number Access

    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 ACM 5.1 Administration Manual 219...

  • Page 234: 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 ACM 5.1 Administration Manual...

  • Page 235: 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 ACM 5.1 Administration Manual 221...

  • Page 236: Setting Up Monitor Lists

    Configuring a Monitor List To set up a monitor list, select the extension number to receive the monitoring rights from the Agent/Supervisor/Extension list, then click the Monitor List tab. Figure 12. Extension Configuration, Monitor List tab AltiWare ACM 5.1 Administration Manual...

  • Page 237: C Hapter

    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 ACM 5.1 Administration Manual 223...
  • Page 238 Chapter 15: Extension Configuration AltiWare ACM 5.1 Administration Manual...

  • Page 239: 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 229 for information. AltiWare ACM 5.1 Administration Manual 225...
  • Page 240 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 ACM 5.1 Administration Manual...
  • Page 241 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 ACM 5.1 Administration Manual 227...
  • Page 242 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 ACM 5.1 Administration Manual...

  • Page 243: Setting An Ip Extension

    You allow a workgroup supervisor to barge-in, listen to, coach, or record this • agent's conversation. 4. Home Gateway ID—This configuration is meaningful for a multi-chassis configuration. When multiple chassis are configured to be a single system, each AltiWare ACM 5.1 Administration Manual 229...

  • Page 244: Setting Voip Codec For Ip Extension

    If your local IP address is not in the pre-configured range, you need to add the local IP address range into the IP Codec setting. Otherwise the system will use the Default (Prefer G.723.1 support G.729) setting for your IP extensions. AltiWare ACM 5.1 Administration Manual...
  • Page 245 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 327 and “Assigning Codec Profiles to IP Addresses” on page 330. AltiWare ACM 5.1 Administration Manual 231...
  • Page 246 Chapter 16: Setting Up IP Extensions AltiWare ACM 5.1 Administration Manual...

  • Page 247: Hapter

    To configure the AltiGen IP phone, select PBX > AltiGen IP Phone Configuration. This opens the AltiGen IP Phone Configuration window, where, after setting up an IP extension, you can set parameters for the extension: H A P T E R AltiWare ACM 5.1 Administration Manual 233...
  • Page 248 IP phone to display the time in one of the following formats: 24 hour (example: 13:15), 12 hour AM/PM (example: 1:15 PM), or AM/PM 12 hour (example: PM 1:15). AltiWare ACM 5.1 Administration Manual — a per phone-based configuration that allows a —...
  • Page 249 AltiWare Admin (before you enter your Admin password) to enable this configuration. Default setting is 60 seconds. Indicates if the IP phone is behind a NAT — Indicates how often a SIP AltiWare ACM 5.1 Administration Manual 235...

  • Page 250: C Hapter

    (plus the Display Workgroup Status field on the Alti-IP 600 and IP 705). Programmable key settings are described in the next table. Figure 1. IP Phone Configuration window, IP 705 tab and IP 710 tab AltiWare ACM 5.1 Administration Manual...
  • Page 251 Status calls, the current longest queue time, agent login/logout state by pressing the Down arrow key. — when selected, enter an extension — when selected, enter an AltiServ feature AltiWare ACM 5.1 Administration Manual 237...

  • Page 252: Apply To Button

    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 ACM 5.1 Administration Manual...

  • Page 253: Hapter

    *. #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. H A P T E R AltiWare ACM 5.1 Administration Manual 239...

  • Page 254: 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 ACM 5.1 Administration Manual...
  • Page 255 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 ACM 5.1 Administration Manual 241...
  • Page 256 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 ACM 5.1 Administration Manual...
  • Page 257 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 ACM 5.1 Administration Manual 243...
  • Page 258 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 ACM 5.1 Administration Manual...
  • Page 259 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 ACM 5.1 Administration Manual 245...
  • Page 260 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 ACM 5.1 Administration Manual...

  • Page 261: 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 ACM 5.1 Administration Manual 247...

  • Page 262: C Hapter

    Chapter 18: Mobile Extension Configuration AltiWare ACM 5.1 Administration Manual...

  • Page 263: 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 • H A P T E R AltiWare ACM 5.1 Administration Manual 249...

  • Page 264: Overview Of Huntgroup Configuration Window

    Setting Up Huntgroups Set up new huntgroups in the Huntgroup Configuration window. AltiWare ACM 5.1 Administration Manual...

  • Page 265: Establishing Basic Hunt Group Attributes

    Description—describe the purpose of this hunt group. • Numbers Letters M, N, O, m, n, o P, Q, R, S, p, q, r, s T, U, V, t, u, v W, X, Y, Z, w, x, y, z AltiWare ACM 5.1 Administration Manual 251...

  • Page 266: 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 ACM 5.1 Administration Manual...

  • Page 267: 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 ACM 5.1 Administration Manual 253...

  • Page 268: Disabling A Mailbox

    For example, the default e-mail name for hunt group 500 would be ext500. Retrieve Voice Mail by E-mail Client—selected, this sends voice mail to the user • extension as an e-mail attachment. Deselected, voice mail is retrieved as voice mail. AltiWare ACM 5.1 Administration Manual...

  • Page 269: Setting Mailbox Playback Options

    Maximum length of voice messages in minutes. The range is 1–30 minutes, with a default of 5 minutes. Number of days saved messages are archived by the system. The range is 1–90 days, with a default of AltiWare ACM 5.1 Administration Manual 255...

  • Page 270: Setting Message Notification Options

    Extension is set to notify Urgent Voice Message Only • Notification is set to Non-Business Hours • Voice mail is received during business hours and is marked urgent • Extension user does not check the urgent message • AltiWare ACM 5.1 Administration Manual...

  • Page 271: Setting The Type Of Notification

    (Default 5 seconds, maximum 30 seconds.) Note: Note: If the delay is set too long, the notified party will hear silence before the announcement is played. AltiWare ACM 5.1 Administration Manual 257...

  • Page 272: Setting Notification Business Hours

    See “Apply to Button” on page 250 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 ACM 5.1 Administration Manual...

  • Page 273: Handling Busy Calls

    The forwarding options are as follows: To Voice Mail • To an Extension—select an extension number in the drop-down list. • To AA—select the AA to use in the drop-down list under the option. • AltiWare ACM 5.1 Administration Manual 259...

  • Page 274: Handling Unanswered Calls

    Setting a Hunt Group’s Call Distribution Rule The Call Handling tab in the Huntgroup Configuration window lets you set the distribution of normal inbound calls to group members, using one of the following three options: AltiWare ACM 5.1 Administration Manual...
  • Page 275 Handling section of the Call Handling tab, check the Enable Forward to check box, and select a destination from the drop-down list. The forwarding options are the same as for “Forwarding All Calls” on page 259. AltiWare ACM 5.1 Administration Manual 261...

  • Page 276: Setting Queue Management Options

    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 7, "Auto Attendant Configuration". AltiWare ACM 5.1 Administration Manual...

  • Page 277: 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. H A P T E R AltiWare ACM 5.1 Administration Manual 263...
  • Page 278 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 ACM 5.1 Administration Manual...
  • Page 279 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 ACM 5.1 Administration Manual 265...
  • Page 280 Chapter 20: Paging Group Configuration AltiWare ACM 5.1 Administration Manual...

  • Page 281: Hapter

    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. H A P T E R AltiWare ACM 5.1 Administration Manual 267...
  • Page 282 #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 ACM 5.1 Administration Manual...
  • Page 283 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 ACM 5.1 Administration Manual 269...

  • Page 284: C Hapter

    Chapter 21: Line Park Configuration AltiWare ACM 5.1 Administration Manual...

  • Page 285: Hapter

    Queue phrase management • Queue overflow • Quit queue options • Workgroup voice mail with forwarding and notification functions • Agent login/logout management with reason code • Workgroup Configuration AltiWare ACM 5.1 Administration Manual 29 H A P T E R...
  • Page 286 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 ACM 5.1 Administration Manual...
  • Page 287 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 ACM 5.1 Administration Manual 31...

  • Page 288: 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 ACM 5.1 Administration Manual...

  • Page 289: Setting Up Workgroups

    J, K, L, j, k, l Numbers Letters M, N, O, m, n, o P, Q, R, S, p, q, r, s T, U, V, t, u, v W, X, Y, Z, w, x, y, z AltiWare ACM 5.1 Administration Manual 33...

  • Page 290: 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 ACM 5.1 Administration Manual...

  • Page 291: Workgroup Recording Options

    Record on demand to central location—records calls on demand, which are • saved to a central location (defined in Recording Configuration on the System menu—see page 17); this option requires a Recording Seat license to be available. AltiWare ACM 5.1 Administration Manual 35...

  • Page 292: Establishing Workgroup Membership

    When an agent does not log in to the workgroup that is configured as an outbound – workgroup, all outbound calls are personal calls Establishing Workgroup Membership Add agent extensions to a workgroup on the Group Member tab in the Workgroup Configuration window. AltiWare ACM 5.1 Administration Manual...
  • Page 293 4. To change the Skill Level designation for a member, double-click the member in the Member List. The Skill Level dialog box opens. (Skill Levels are defined in “Setting Up Skill Based Routing” on page 40.) AltiWare ACM 5.1 Administration Manual 37...

  • Page 294: Setting Login Status For System Restart

    Settings on the Business Hours tab in the Workgroup Configuration window define how after-hours calls are handled for workgroups. An administrator can assign a Business Hours profile to a group, and also configure after-hours handling for each day of the week. AltiWare ACM 5.1 Administration Manual...
  • Page 295 Set the business schedule parameters as follows: Parameter Description Business Hour Use the drop-down list to select a Business Hours profile to apply to the workgroup (profiles are configured in the System Configuration window—see “Setting Business Hours” on page 60). AltiWare ACM 5.1 Administration Manual 39...

  • Page 296: Setting Up Skill Based Routing

    Skill-based routing can increase customer issue resolution on the first call, lower the abandoned call rate, and in turn increase customer satisfaction. AltiWare ACM 5.1 Administration Manual Description • For each day of the week, select a...
  • Page 297 And you can set time-based rules that alter the call’s SKLR to allow either less able agents or over-qualified agents to handle a call so that the caller does not have to wait for an excessive period of time. AltiWare ACM 5.1 Administration Manual 41...

  • Page 298: Setting Rules For Skill Based Routing

    Agents with the lowest skill number are rung first. With this option, that would be agents whose skill number is 1. Set the SKLR (see page 41) as if you were setting a ceiling on the resources you are willing to use for this AltiWare ACM 5.1 Administration Manual...
  • Page 299 3. If the caller stays in queue for more than 90 seconds, the caller's SKLR will be escalated to 9 because all other escalation wait times are set to 0 seconds. The call will be distributed any idle agent in the workgroup. AltiWare ACM 5.1 Administration Manual 43...

  • Page 300: Setting Workgroup Mail Management

    To work with mail management settings, click the Mail Management tab, and select the workgroup number you want to work with from the Group List. AltiWare ACM 5.1 Administration Manual...

  • Page 301: Disabling A Mailbox

    (for example, jsmith@thecompany.com). 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: AltiWare ACM 5.1 Administration Manual 45...

  • Page 302: Setting Mailbox Playback Options

    Messages Mailbox Size Max Message Length Retention Length of Saved AltiWare ACM 5.1 Administration Manual Description Selected, the user hears the name of the message sender (internal sender only) before listening to recorded AltiGen Voice Mail System messages. Selected, the user hears the timestamp (time and date) of each message before playback.

  • Page 303: Press "0" Option

    You can use Apply to to apply mailbox settings to one, some, or all workgroups. See “Apply to Button” on page 32 for more information on using Apply to. Setting the Message Types for Notification Select the types of messages for which the workgroup user will be notified: AltiWare ACM 5.1 Administration Manual 47...

  • Page 304: Setting The Type Of Notification

    To work around this problem, append a few commas (,) to the outcall (cellular) number when entering it. Each comma provides a one second pause. AltiWare ACM 5.1 Administration Manual...

  • Page 305: Setting Notification Timing

    • Setting Call Handling Options Call Handling options include forwarding, handling busy calls, handling no-answers and other options. You can use Apply to to apply call restriction settings to one, some, or all workgroups. AltiWare ACM 5.1 Administration Manual 49...

  • Page 306: Handling Busy Calls

    Logout Handling to handle this call. Group Voice Mail • AA—forward caller to an auto attendant. • Extension—forward caller to an extension. • Group—forward caller to another group. • Line Park—forward caller to a Line Park group. • AltiWare ACM 5.1 Administration Manual...

  • Page 307: Forwarding All Calls

    Line Park - take the call out of the workgroup and forward it to a Line Park group. • Set RNA Agent Auto Logout Check Box Select this option to have the system automatically log out an agent extension from a workgroup if RNA is encountered. AltiWare ACM 5.1 Administration Manual 51...

  • Page 308: 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 ACM 5.1 Administration Manual...
  • Page 309 “Forwarding All Calls” on page 51. Announce Agent Info Check this check box to have the system announce the agent’s directory name before an incoming workgroup call is transferred to an agent from the queue. AltiWare ACM 5.1 Administration Manual 53...

  • Page 310: Queue Management - Basic

    1 and set call coverage rule to "Equal or Lower than SKLR of Incoming Call". This will eliminate the complexity of matching caller's SKLR to agent's skill level. Queue Management - Basic The main differences between Basic and Advanced queue control are the following: AltiWare ACM 5.1 Administration Manual...

  • Page 311: Setting Queue Phrase Options

    You can set up the system to announce a caller’s queue status—queue position and expected queue time—when an incoming call enters a workgroup queue. To enable this option, check Enable Announcement, then check Queue Position and/or Expected Queue Time. AltiWare ACM 5.1 Administration Manual 55...

  • Page 312: Expected Wait Time Sampling

    If this option is not checked, calls will go to the workgroup’s voicemail. AltiWare ACM 5.1 Administration Manual (round up to minutes) = [(Average Call Handling Time...

  • Page 313: Quit Queue Option

    Supervisor Queue Control When the Allow Redirect Call/Change Priority check box is checked, this allows a workgroup supervisor to redirect queue calls or change the call priority of queued calls, using the AltiSupervisor application. AltiWare ACM 5.1 Administration Manual 57...

  • Page 314: Queue Management - Advanced

    Advanced Queue Management (AQM) application configuration window with tabs for configuring Announcement, Menu Selection, and Queue Overflow. Announcement The Announcement tab allows for configuration of queue announcements. Figure 13. Workgroup Configuration, Advanced Queue Management, Announcement tab To configure queue announcements: AltiWare ACM 5.1 Administration Manual...

  • Page 315: Menu Selection

    3. Use the drop-down list to select one of the following actions: Transfer to Extension/Other Group • Transfer to AA • Transfer to Operator • Transfer to Outside Number • Transfer to Group VM • Play prompts • AltiWare ACM 5.1 Administration Manual 59...

  • Page 316: Queue Overflow

    AA—select the auto attendant to use in the drop-down list under the option. • AAs are configured in AA Configuration on the System menu. Operator • Outside—type in the full prefix and phone number, preceded by the trunk or • route access code, for example, 915102529712. AltiWare ACM 5.1 Administration Manual...

  • Page 317: Application Extension Queue Control

    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 ACM 5.1 Administration Manual 61...

  • Page 318: C Hapter

    To require logout reasons, check the Logout reason code required check box. If you don’t want to require reason codes, deselect the check box. To define reason codes, type the associated reason into the text box next to the code you want to associate with the reason. AltiWare ACM 5.1 Administration Manual...

  • Page 319: Hapter

    Meeting host can Mute/Un-Mute, and drop meeting participants using the desktop • client. Meeting host can surrender the meeting control to another extension. • H A P T E R Conference AltiWare ACM 5.1 Administration Manual 305...

  • Page 320: Setting The Meetme Conference Extension

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

  • Page 321: 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 ACM 5.1 Administration Manual 307...

  • Page 322: Creating A Meeting

    The following parameters apply to all meetings: Parameter Scheduler Schedule Time Subject Reserved Seats AltiWare ACM 5.1 Administration Manual The options in the middle panel change, depending on the schedule you select. Description The conference ID is created by the system.
  • Page 323 If you check this, no one can participate who does not enter the conference passcode that you supply. If you are requiring a passcode, enter it here. If you want participant names announced when they enter and leave the meeting, check this check box. AltiWare ACM 5.1 Administration Manual 309...
  • Page 324 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 ACM 5.1 Administration Manual...

  • Page 325: E-Mailing A Meeting Invitation

    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. button to see an automatically button to open Microsoft AltiWare ACM 5.1 Administration Manual 311...

  • Page 326: 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 ACM 5.1 Administration Manual...

  • Page 327: Joining A Meeting

    Users are prompted to dial the meeting number. If the meeting has not yet been 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 ACM 5.1 Administration Manual 313...
  • Page 328 Chapter 23: Managing and Using MeetMe Conference AltiWare ACM 5.1 Administration Manual...

  • Page 329: Hapter

    50 milliseconds. The Jitter Buffer value should be set to this WAN link transmission delay plus the typical network jitter delay. To configure the Jitter Buffer, in AltiEnterprise Manager (VoIP > Enterprise Network Management) click the Codec button. H A P T E R AltiWare ACM 5.1 Administration Manual 315 VoIP...

  • Page 330: 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 ACM 5.1 Administration Manual...

  • Page 331: 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 ACM 5.1 Administration Manual 317...
  • Page 332 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 ACM 5.1 Administration Manual...

  • Page 333: 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 ACM 5.1 Administration Manual 319...
  • Page 334 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 ACM 5.1 Administration Manual Subnet IP: Subnet Mask: 255.255.255.0A 192.168.1.0...
  • Page 335 Remote Security Gateway: (specifies the public IP address of the corporate VPN-enabled gateway) Subnet IP: Subnet Mask: 255.255.255.0A 192.168.2.0 (Branch Office Network) Subnet IP: Subnet Mask: 255.255.255.0A 192.168.1.0 (Corporate Network) 169.254.56.159 (Router 1’s public IP Address AltiWare ACM 5.1 Administration Manual 321...

  • Page 336: C Hapter

    Chapter 24: Network Configuration Guidelines for VoIP AltiWare ACM 5.1 Administration Manual...

  • Page 337: Enterprise Voip Network Management

    Create the VoIP domain • Define the VoIP domain Master • Join servers to the VoIP domain • Manage VoIP domain users • Define global least cost routing • H A P T E R AltiWare ACM 5.1 Administration Manual 323...

  • Page 338: Understanding Voip Bandwidth Requirements

    It assumes silence suppression is not turned on. (The same table appears on page 315.) VoIP Bandwidth requirement for WAN connection varies depending on the type of WAN. Bandwidth requirement typically is less than Ethernet requirement. AltiWare ACM 5.1 Administration Manual...

  • Page 339: Opening Altienterprise Manager

    Note: This password is not the same as the AltiAdmin password. Enter AltiAdmin password Enter the domain master’s IP address Enter the AltiAdmin Enter the member server’s IP password for the member address server AltiWare ACM 5.1 Administration Manual 325...
  • Page 340 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 ACM 5.1 Administration Manual Configure Codec Profiles Configure Users...

  • Page 341: 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 ACM 5.1 Administration Manual 327...
  • Page 342 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 ACM 5.1 Administration Manual Codec...
  • Page 343 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 ACM 5.1 Administration Manual 329...

  • Page 344: Assigning Codec Profiles To Ip Addresses

    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 ACM 5.1 Administration Manual Description Indicates the delay, in milliseconds, used to buffer G.711/G.723/G.729 voice packets received from the...
  • Page 345 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 ACM 5.1 Administration Manual 331...

  • Page 346: 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 ACM 5.1 Administration Manual...

  • Page 347: 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 ACM 5.1 Administration Manual 333...

  • Page 348: 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 ACM 5.1 Administration Manual...

  • Page 349: 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 ACM 5.1 Administration Manual 335...

  • Page 350: 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 ACM 5.1 Administration Manual Do not check...
  • Page 351 The left side of the window displays the VoIP domain name, the server ID length, and the name, ID and statuses of the global servers in this Domain. To add an entry to the IP Dialing Table, click the Add button below the table. The following dialog box opens: AltiWare ACM 5.1 Administration Manual 337...
  • Page 352 Remote Ext. Length Dialing Scheme Protocol Codec Hop Off Allowed AltiWare ACM 5.1 Administration Manual Description A unique dialing number to connect to the remote server. The server could be AltiServ, a 3rd-party VoIP gateway, or an AltiGen-certified 3rd-party VoIP device.

  • Page 353: The Multi-Site Voip Domain

    (The entry will appear as “Global” in the Type column.) You can also globalize it later by selecting the entry in the IP Dialing Table and clicking the Publish as Global button below the table. AltiWare ACM 5.1 Administration Manual 339...
  • Page 354 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 ACM 5.1 Administration Manual...

  • Page 355: 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 ACM 5.1 Administration Manual 341...

  • Page 356: Working With Servers In The Domain

    Parameter Domain Name Server ID Length Global Server Location AltiWare ACM 5.1 Administration Manual Description The name of the VoIP domain. Length is from 1-3. See “Changing the Server ID Length” on page 343 for detailed information. Displays the ID, Name, and Status (active/inactive) of the servers in the VoIP domain.

  • Page 357: Adding A Server To A Voip Domain

    2. Define the attributes for the server, and click OK: Parameter Name Address Server ID Definition Enter the name of the server. Enter the IP address of the server. A unique dialing number to connect to this server. AltiWare ACM 5.1 Administration Manual 343...

  • Page 358: Rejoining A Server To The Voip Domain

    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 ACM 5.1 Administration Manual Definition Enter this server’s member key. (Configured in this server’s AltiEnterprise Location Manager: VoIP >...

  • Page 359: Managing 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. Rejoin button AltiWare ACM 5.1 Administration Manual 345...

  • Page 360: The Scope Of An Extension In The Voip Domain

    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 ACM 5.1 Administration Manual...
  • Page 361 (Domain Master) Global Remote Remote In the event that multiple systems have a same extension or group number created, the following situations may occur: System B System C Remote Remote Global Remote Remote Global AltiWare ACM 5.1 Administration Manual 347...

  • Page 362: Changing An Extension's Scope From Local To Global

    “other” Local extension. A warning box will pop up when you click the Change to Global button, asking for confirmation: AltiWare ACM 5.1 Administration Manual System B System C...

  • Page 363: Changing An Extension's Scope From Global To Local

    After you change the two extensions to Local, their scope will be: System B System C Remote Remote System B System C Not Found Not Found System B System C Local Local Global Local AltiWare ACM 5.1 Administration Manual 349...

  • Page 364: 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 ACM 5.1 Administration Manual System B System C Local...
  • Page 365 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 ACM 5.1 Administration Manual 351...

  • Page 366: 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 ACM 5.1 Administration Manual...
  • Page 367 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 ACM 5.1 Administration Manual 353...

  • Page 368: 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 ACM 5.1 Administration Manual...

  • Page 369: 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 ACM 5.1 Administration Manual 355...

  • Page 370: Ip Cumulative Traffic Statistics

    Internet Address Packets Sent Packets Received Bytes Sent Bytes Received AltiWare ACM 5.1 Administration Manual Description The IP address of the VoIP system or device. Number of voice packets sent to other systems over the public or private IP network.

  • Page 371: Resetting Cumulative Statistics

    This figure should stay under 100 milliseconds. A higher figure indicates a longer average delay. This number can be used to measure the quality of service on the network that connects the source and destination sites. AltiWare ACM 5.1 Administration Manual 357...

  • Page 372: C Hapter

    Chapter 26: System Report Management AltiWare ACM 5.1 Administration Manual...

  • Page 373: Hapter

    When you install the Exchange Server, you must log in as the Domain Administrator, NOT the Local Administrator. Also note that a Windows 2000 server must be the Primary Domain Controller when integrating with an Exchange 2000 Server. H A P T E R AltiWare ACM 5.1 Administration Manual 63...
  • Page 374 Windows running on your system. 2. To check the AltiWare version, select About from the Help menu of AltiWare Administrator. The version displayed should be AltiWare ACM 5.1 or higher. 3. To check the Exchange Server version, click About in the Exchange Administrator.
  • Page 375 Check the status of the following services to see that they are started: Microsoft Exchange Directory • Microsoft Exchange Event Service • Microsoft Exchange Information Store • You should see Reply from... , there is something wrong with your ping telesystem, then AltiWare ACM 5.1 Administration Manual 65 as the...

  • Page 376: Exchange Server Configuration

    1. Go to Programs > Administrative Tools > Active Directory Users and Computers. 2. Right-click on the Users folder and select New, then select User.. Figure 3. Active Directory Users and Computers Window 3. Enter the necessary information for the new mailbox user. AltiWare ACM 5.1 Administration Manual...

  • Page 377: Exchange System Manager Configuration

    Exchange System Manager Configuration 1. Go to Start > Programs > Microsoft Exchange > System Manager. Figure 5. Microsoft Exchange Manager 2. Right-click on the desired server and select Properties to get the following Server Properties window: AltiWare ACM 5.1 Administration Manual 67...
  • Page 378 Figure 6. Server Properties window, Exchange Manager 3. Go to the Security tab and click Add. Figure 7. Server Properties, Security tab 4. This opens a Select Users, Computers or Groups window. Click the Advanced button. AltiWare ACM 5.1 Administration Manual...
  • Page 379 Figure 9. Server Properties, Select Users, Computers or Groups Advanced dialog box 6. A list of servers appears in the Search Results field at the bottom of the window. Find and select the AltiGen server and click OK. AltiWare ACM 5.1 Administration Manual 69...
  • Page 380 Object Names field. Click OK. 8. Go back to the Security tab, and in the Permissions for Administrator field, click the Allow check box to allow full control for the new user. AltiWare ACM 5.1 Administration Manual...

  • Page 381: Installing Outlook 2000/2003 Client On The Altiware System

    2. After installation is complete, start Outlook 2000 from Start > Programs. In the Microsoft Installer wizard, select Microsoft Exchange Server to install, then click Next. Select the new user name Check Allow Full control AltiWare ACM 5.1 Administration Manual 71...
  • Page 382 2. Click E-mail Accounts. 3. Enter the name of the Microsoft Exchange Server and User Name for the e-mail account, then click Next. Note: Use the Check Name button to verify that the Exchange server recognizes the name. AltiWare ACM 5.1 Administration Manual...
  • Page 383 4. Select the Microsoft Exchange Server option, then click Next. Figure 15. E-mail Accounts Setup 5. The original dialog box appears, displaying the information services that have been added to your profile; click Finish to end this part of configuration. AltiWare ACM 5.1 Administration Manual 73...
  • Page 384 Internet Only. Continue with this group of steps to change Outlook 2000 to the mode of Corporate or Workgroup. 3. Click Options to open the Options dialog box, and select Mail Delivery. AltiWare ACM 5.1 Administration Manual...
  • Page 385 4. Click Reconfigure Mail Support to open the E-mail Service Options dialog box. Figure 19. E-mail Service Options (2000) 5. Select Corporate or Workgroup and click Next. When a dialog box pops up, click Yes. AltiWare ACM 5.1 Administration Manual 75...
  • Page 386 5. Optional: Select Microsoft Exchange Server in the list box, and click Properties to see its configurations. The Microsoft Exchange Server dialog box appears. If you need to, you can use this Properties dialog box to change the name of Microsoft Exchange Server and Mailbox. AltiWare ACM 5.1 Administration Manual...

  • Page 387: Enabling The Exchange Server

    Exchange server. From the Extension Configuration window, General tab, select an extension that needs to be synchronized with Exchange. Figure 22. Extension Configuration, General tab folder: \altiserv\exe folder. If mapi32.dll and \altiserv\exe AltiWare ACM 5.1 Administration Manual 77...
  • Page 388 Exchange integration to work properly. Figure 24. Mail account configuration in Exchange Administrator 4. Use the preceding steps to double check the synchronization of all mailbox names used jointly by AltiWare and Exchange Server. AltiWare ACM 5.1 Administration Manual...

  • Page 389: Enable Exchange Integration In Altiware Admin

    1. Delete this message from Outlook. 2. Wait a couple of minutes, and then log on to extension 100’s voice mail from a phone. The voice mail should no longer be there. attachment. It should be the same .wav AltiWare ACM 5.1 Administration Manual 79...

  • Page 390: Troubleshooting Tips

    The Local Path shows – where AltiWare is installed). On this local path, Read and Directory Browsing Allowed (Windows 2000) are both selected. AltiWare ACM 5.1 Administration Manual . If these files exist, delete them, then stop gapi32.dll (where is the local drive on which AltiWare is...

  • Page 391: Notes

    Exchange Integration for all the mailboxes, it may take up to 24 hours to initialize the Exchange Integration service. On the other hand, if you have less than 100MB of voice mails on the AltiGen server, the initialization will take less than 5 minutes. AltiWare ACM 5.1 Administration Manual 81...

  • Page 392: C Hapter

    Chapter 6: Microsoft Exchange Integration AltiWare ACM 5.1 Administration Manual...

  • Page 393: Hapter

    1. On your AltiWare CD-ROM, open the TAPI Gateway folder. 2. Open the Tapi_Server subfolder, and run SETUP.EXE. The service is started automatically. No configuration parameters need to be set on the server. H A P T E R TAPI Integration AltiWare ACM 5.1 Administration Manual 83...

  • Page 394: Setting Up The Client

    Enter this number in both To access an outside line fields. 3. If Phone and Modem Options is already configured, click the Edit Button to verify that the correct Route Access number is entered in both To access an outside line fields. AltiWare ACM 5.1 Administration Manual...
  • Page 395 7. If you have any type of error, Windows will let you know what the possible causes could be. There could be a mistake in the Altigen server IP address, extension AltiWare ACM 5.1 Administration Manual 85...

  • Page 396: Set Up Phone Dialer

    Accessories > Communication. From Windows XP, go to Start > Run, type , and click OK. Dialer.exe 2. In the Phone Dialer, select Edit > Options. 3. In the Preferred line for calling section, select Phone. AltiWare ACM 5.1 Administration Manual...

  • Page 397: Testing Tapi Service Provider On The Client System

    Note: Reboot the client system after any configuration changes to make sure the changes take effect completely. Making a Call in Microsoft Outlook Before making a call, configure the Outlook New Call configuration. AltiWare ACM 5.1 Administration Manual 87...
  • Page 398 4. In the Connect Using Line section of the dialog box, select the client extension, and click OK. This enables the client to call out through Outlook using the client’s extension. 5. To verify that the call connects, click Start Call in the New Call window. AltiWare ACM 5.1 Administration Manual...

  • Page 399: Changing Tapi Configuration Parameters

    5. In the AltiGen TAPI Configuration dialog box, click Extension. 6. Enter the extension number and password of an entry you want to remove and click Remove, or enter the extension number and password of a new entry and click Add. AltiWare ACM 5.1 Administration Manual 89...
  • Page 400 Chapter 7: TAPI Integration AltiWare ACM 5.1 Administration Manual...

  • Page 401: Hapter

    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. Tools and Applications AltiWare ACM 5.1 Administration Manual 387 H A P T E R...

  • Page 402: Ct-Bus Test Tool

    > ACC/ACM Backup and Restore. Figure 1. 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 ACM 5.1 Administration Manual...

  • Page 403: 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 ACM 5.1 Administration Manual 389...

  • Page 404: Restoring Backed Up Files

    2. In the System Data Management window, select the Restore icon to view the Restore Configuration dialog box. Figure 4. Restore Configuration dialog box 3. Under Components, select the file groups you want to restore. AltiWare ACM 5.1 Administration Manual...

  • Page 405: 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 ACM 5.1 Administration Manual 391...

  • Page 406: Checking Extension Security

    • Is different from the default system password • Does not consist of consecutive numbers • Does not consist of a repetition of the same digit • AltiWare ACM 5.1 Administration Manual Automatically refreshes the display Security characteristics to check...
  • Page 407 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. window window AND can make AltiWare ACM 5.1 Administration Manual 393...

  • Page 408: 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 ACM 5.1 Administration Manual...
  • Page 409 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 ALPxxx.txt \atps\threadID.txtl AlpErrLog.txt SIPlog.txt SIPMan.txt AltiWare ACM 5.1 Administration Manual 395...
  • Page 410 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 ACM 5.1 Administration Manual \atps\cmdlog.txt AdvQOverflow.log Ac2AppPathHdlTbl.txt FeatServ.txt DbUpdateTrdLog.txt HGwGenLog.txt HGwMsgLog.txt...

  • Page 411: 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 ACM 5.1 Administration Manual 397...

  • Page 412: 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 ACM 5.1 Administration Manual You can sort by clicking a column head...

  • Page 413: 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. Click View to see your latest HTML file AltiWare ACM 5.1 Administration Manual 399...

  • Page 414: 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 ACM 5.1 Administration Manual...
  • Page 415 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 ACM 5.1 Administration Manual 401...
  • Page 416 AltiWare ACM 5.1 Administration Manual...

  • Page 417: Ppendix

    Continue to follow the steps below to re-check your settings for the physical layer, data link layer and signaling layer. P P E N D I X AltiWare ACM 5.1 Administration Manual 403...
  • Page 418 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 ACM 5.1 Administration Manual...
  • Page 419 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 ACM 5.1 Administration Manual 405...
  • Page 420 Table 1. Signaling values, by country Country Chile/Nacional MFC- AltiWare ACM 5.1 Administration Manual Signaling Values Set calling part category: 1 [Assume no caller ID provided]: Incoming sequence: DID/DNIS In-call signaling (depend on how many DID digits): For 3-digit DID, set to (113)6...
  • Page 421 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 ACM 5.1 Administration Manual 407...
  • Page 422 Country Ecuador MFC-R2 Ecuador MFC-LME Korea MFC-R2 AltiWare ACM 5.1 Administration Manual Signaling Values Set calling part category: 1 [Assume no caller ID provided]: Incoming sequence: DID/DNIS In-call signaling (depend on how many DID digits): For 3-digit DID, set to (113)6...
  • Page 423 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 ACM 5.1 Administration Manual 409...
  • Page 424 Country Panamá / Nacional MFC-R2 AltiWare ACM 5.1 Administration Manual Signaling Values Set calling part category: 1 [Assume no caller ID provided]: Incoming sequence: DID/DNIS In-call signaling (depend on how many DID digits): For 3-digit DID, set to (113)6 For 4-digit DID, set to (1113)6...
  • Page 425 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 ACM 5.1 Administration Manual 411...
  • Page 426 Country Colombia MFC-R2 Ecuador MFC-R2 AltiWare ACM 5.1 Administration Manual Signaling Values Set calling part category: 2 [Assume no caller ID provided] : Incoming sequence: DID/DNIS In-call signaling (depend on how many DID digits): For 3-digit DID, set to (113)6...
  • Page 427 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 ACM 5.1 Administration Manual 413...
  • Page 428 Country Panamá / Nacional MFC-R2 AltiWare ACM 5.1 Administration Manual Signaling Values Set calling part category: 1 [Assume no caller ID provided]: Incoming sequence: DID/DNIS In-call signaling (depend on how many DID digits) : For 3-digit DID, set to (113)6...

  • Page 429: E1 Isdn Pri Installation

    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 ACM 5.1 Administration Manual 415...
  • Page 430 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 ACM 5.1 Administration Manual...
  • Page 431 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 418). AltiWare ACM 5.1 Administration Manual 417...
  • Page 432 Taiwan Bellcore, ETSI Thailand ETSI ETSI (for DASS II/DPNSS) UK, Ireland ETSI, British Telecom ISDN Bellcore TR 1268 USA, Canada AT&T TR 41449/41459 AltiWare ACM 5.1 Administration Manual B Channel Maintenance Message Setting Restart Restart Restart Restart Restart Restart None...

  • Page 433: Ppendix

    • 2-Way DID (recommended) • • Framing: Super Frame (SF)/D4 • Extended Super Frame (ESF) (recommended) • Line Coding: Alternate Mark Inversion (AMI) • B8ZS (recommended) • P P E N D I X AltiWare ACM 5.1 Administration Manual 419...
  • Page 434 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 ACM 5.1 Administration Manual...

  • Page 435: 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 ACM 5.1 Administration Manual 421...

  • Page 436: 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 ACM 5.1 Administration Manual...

  • Page 437: Network Ports

    If AltiWare ACM 5.1 is behind a firewall/NAT router, you need to open TCP and UDP ports according to the following table: For external VoIP connection through a firewall Remote AltiGen IP phone/IPTalk to phone service Remote AltiGen IP phone firmware download (TFTP) VoIP RTP Port (Voice Stream) for SIP and H.323...

  • Page 438: 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 ACM 5.1 Administration Manual 10025 10037...
  • Page 439 UDP 10060 • UDP 30,000~31,000 • TCP 10064 • AltiWare ACM 5.1 Administration Manual 425...
  • Page 440 Appendix C: Network Ports AltiWare ACM 5.1 Administration Manual...

  • Page 441: 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 • P P E N D I X Services AltiWare ACM 5.1 Administration Manual 427...

  • Page 442: 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 ACM 5.1 Administration Manual...
  • Page 443 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 ACM 5.1 Administration Manual 429...
  • Page 444 Appendix D: Technical Support & Product Repair Services AltiWare ACM 5.1 Administration Manual...

  • Page 445: Troubleshooting

    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 P P E N D I X Troubleshooting AltiWare ACM 5.1 Administration Manual 431...
  • Page 446 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 ACM 5.1 Administration Manual...

  • Page 447: Index

    325 login failed 325 resetting password 315 user interface 326 AltiGateways 79 managing 80 AltiWare ACM 5.1 Administration Manual AltiGen board test tool 387 AltiGen Communications contact info ii AltiGen IP phone configuration AltiGen servers, using multiple 79 AltiGen services stop &...
  • Page 448 200 caller ID receive, on trunk 170 caller ID routing 176 business hours profile 177 call priority 177 434 AltiWare ACM 5.1 Administration Manual holiday profile 177 caller ID verification 221 calling numbers, PRI, configuring calls, blocking all outgoing 68...
  • Page 449 & type 198 DID number 196 e-mail name 207 general settings 193 incoming call handling 215 information only mailbox 207 AltiWare ACM 5.1 Administration Manual length 55 mail forwarding 208 mail management 206 MeetMe Conference 306 message notification 210...
  • Page 450 IP device range adding 331 IP dialing table, configuring 336 IP extensions 194 IP network defining address range 334 436 AltiWare ACM 5.1 Administration Manual IP networks defining 332 IP phone copy from 238 display workgroup status 237 time display 234...
  • Page 451 333 IP, defining address range 334 quality of service 315 Network Address Translation (NAT) 316 AltiWare ACM 5.1 Administration Manual network guidelines for VoIP 315 network management 323 network ports used by AltiWare no answer handling 218 non-workday handling 282...
  • Page 452 350 relocating domain extension us- ing #27 352 remote IP phones behind NAT 424 remote locations 338 438 AltiWare ACM 5.1 Administration Manual repair, product 428 replicate from domain 354 report cumulative IP traffic statistics system summary 355...
  • Page 453 355 – channel assignment 420 subscribing to service 419 T1 signaling dialing delay 157 protocol 157 AltiWare ACM 5.1 Administration Manual T1/E1 clock 133 T1/PRI troubleshooting 141 TCP fragmentation 316 TCP ports 423 AltiServ behind NAT 336 technical support 427...
  • Page 454 Work/Hunt Group Converter tool workgroup adding a 275 answer handling 294 business hours 280 configuration 271 440 AltiWare ACM 5.1 Administration Manual configuring basic attributes converting to hunt group 400 incoming call handling 291 logging outbound calls 205 mail management 286...

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