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Altigen MAXCS ACC 6.0 Administration Manual

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MAX Communication Server
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Administration
Manual
ACC 6.0
(Update 1)
1/2009 4413-0001-6.0 Update 1

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Summary of Contents for Altigen MAXCS ACC 6.0

  • Page 1 MAX Communication Server ™ Administration Manual ACC 6.0 (Update 1) 1/2009 4413-0001-6.0 Update 1...
  • Page 2 AltiGen Communications, Inc. All other brand names mentioned are trademarks or registered trademarks of their respective manufacturers. AltiGen's products are protected under one or more of the following U.S. patents, with other U.S. patents pending: 6532230; 6192344; 6292549; 6493439; 6909780; 6738465; 6754202; 6766006; 6928078;...

  • Page 3: Table Of Contents

    The Main Menu ......... . . 30 MAXCS ACC 6.0 Administration Manual...
  • Page 4 Assigning Client Licenses ........38 Stopping the AltiGen Switching Service ......39 Programs Available from the Windows Start Menu .
  • Page 5 Using Pre-Recorded Prompts ........92 Recording Custom Phrases from the AltiGen Phone ....93 Using Professionally Recorded Phrases .
  • Page 6 If You Need to Improve the Rx Level ......161 If You Don’t Have the Milli-Watt Test Number ..... 161 MAXCS ACC 6.0 Administration Manual...
  • Page 7 Emergency Notification ........203 MAXCS ACC 6.0 Administration Manual...
  • Page 8 Setting VoIP Codec for IP Extension......222 HAPTER AltiGen IP Phone Configuration ......225 HAPTER Mobile Extension Configuration .
  • Page 9 Setting Notification Timing ........277 Setting Notification Business Hours ......277 MAXCS ACC 6.0 Administration Manual...
  • Page 10 Network Using NAT ........296 Network Configuration Guidelines for AltiGen IP Phones ....297 Configuration Guidelines for NAT .
  • Page 11 IP Cumulative Traffic Statistics ....... . . 354 MAXCS ACC 6.0 Administration Manual...
  • Page 12 Checking Extension Security ....... . . 393 Start & Stop All AltiGen Services ....... .395 Trace Collector .
  • Page 13 ......... . . 433 NDEX MAXCS ACC 6.0 Administration Manual...
  • Page 14 MAXCS ACC 6.0 Administration Manual...

  • Page 15: About This Manual

    Related publications include: Hardware Telephony Manual • MaxCommunicator Manual • AltiAgent Manual • AltiSupervisor Manual • AltiConsole Manual • CDR Manual • Alti-IP 600 Administration Manual • IP 710 User Manual • IP 705 User Manual • MAXCS ACC 6.0 Administration Manual...
  • Page 16 MAXCS ACC 6.0 Administration Manual...

  • Page 17: Overview

    Synchronize with Exchange 2003/2007 (traditional integration with performance • improvement) Bridged access to Exchange 2007. In this mode, the AltiGen voice mail will provide • an option to the user to access Exchange 2007's speech enabled voice mail system. Native VM integration with Exchange 2007. In this mode, MAXCS will use Exchange •...

  • Page 18: Redundancy

    Extension General page. In MaxCommunicator, department information can be seen in the Directory and Monitor tabs. IP Phone Programmable Key and Account Codes - When AltiGen IP phone button is configured to quickly tag a call with an account code (using Admin Defined #), no disruption occurs.

  • Page 19: Client Applications New Features And Enhancements

    E.164 number support when dialing from Outlook • A department field is displayed in the Directory and Monitor tabs • AltiAgent E.164 support for call history and return calls • E.164 number support when dialing from Outlook • MAXCS ACC 6.0 Administration Manual 5...

  • Page 20: Key System Features

    The conference initiator can mute conference members from MaxCommunicator and AltiAgent. 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. MAXCS ACC 6.0 Administration Manual...
  • Page 21 Hunt Group - a group of extensions can be set up to perform call coverage, so that if the first extension is busy, the next extension is hunted until a free extension is found. If all extensions are busy, the incoming call will be queued and listen to background music. MAXCS ACC 6.0 Administration Manual 7...

  • Page 22: C Hapter

    Intercom Call—by pressing #93 on an analog phone, users can make an intercom call to an AltiTouch 510 or an AltiGen IP phone. If the phone is in idle state, the phone speaker will be turned on, and the voice path is connected. If the target phone is busy, the caller will hear a busy signal.

  • Page 23: Automatic Call Distribution Features

    Transfer Caller to AltiGen Voice Mail System - allows user to transfer outside caller into the AltiGen Voice Mail System by pressing FLASH # 40 while connected to the caller. Transfer Caller to AA - allows a user to transfer a call to an AA by pressing FLASH #15 and then the 2- or 3-digit AA number.
  • Page 24 Workgroup and Agent’s performance summary data output to client applications. • Service Level Threshold - a time value for callers waiting in queues. The performance statistics show when workgroup calls are queued for longer than a prescribed value. MAXCS ACC 6.0 Administration Manual...
  • Page 25 Ring Next Available Member • Ring All Available Members • Ring Longest Idle Member • Ring Average Longest Idle Member • Ring Fewest Answered Calls • Ring Shortest Average Talk Time • Skill-Based Routing • MAXCS ACC 6.0 Administration Manual 11...

  • Page 26: Auto Attendant (Aa) Features

    Disable a Mailbox - voice mailboxes can be disabled so that callers cannot leave messages. Future Delivery - allows users to record a message to be delivered at a specific time and date in the future, up to one year in advance. MAXCS ACC 6.0 Administration Manual...

  • Page 27: Internet Integration Features

    Voice Mail System. If the caller ID information is not captured, the user may enter the “call back” number manually. Internet Integration Features Internet integration features include: MAXCS ACC 6.0 Administration Manual 13...

  • Page 28: System And Administration Features

    1 to 24 hours to prevent password intrusion. Applies to login from MaxCommunicator, AltiAgent, AltiSupervisor, AltiConsole, CDR Search, and other add-on applications. Feature Profiles - allows administrators control over user access to system feature codes. MAXCS ACC 6.0 Administration Manual...

  • Page 29: Voice Over Ip Features

    G.723.1 Codec - a dual rate audio encoding standard, which provides near toll quality performance under clean channel conditions. G.729 A+B Codec - speech data encoding/decoding standard of 8 Kbps. MAXCS ACC 6.0 Administration Manual 15...

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

    Outcall restrictions for hop off calls are configurable. SIP Trunk Support - MAXCS enables AltiGen’s system to connect to IP-based trunking service providers via SIP. SIP NAT Traversal - Allows MAXCS to connect to a remote SIP phone or IPTalk behind NAT without changing the NAT setting at the remote location.

  • Page 31: Optional Add-On Software

    Advanced CallRouter - a call handling application that matches incoming call data or collected digits against a customer’s CRM record to determine how to route the call. It has the capability to set call priority and caller’s skill level requirement. MAXCS ACC 6.0 Administration Manual 17...

  • Page 32: Capacities

    IP extension. IPTalk supports G.711 and G.723.1 codec only. SuperQ - a Java-based application designed to queue and distribute calls for call centers with workgroups located in different geographic locations or across multiple AltiGen servers. SuperQ enables call centers to combine teams of workgroups from multiple locations into one virtual team.

  • Page 33: C Hapter

    Chapter 1: Overview Total agents seats (License/Head) per system - 512 • MAXCS ACC 6.0 Administration Manual 19...

  • Page 34: C Hapter

    Chapter 1: Overview MAXCS ACC 6.0 Administration Manual...

  • Page 35: Hapter

    • Windows XP Professional with SP2 • Windows Vista Business Edition • At least 1024 x 768 resolution is required. For Enterprise Manager Windows Server 2003 with SP2 • Windows XP Professional with SP2 • MAXCS ACC 6.0 Administration Manual 21...

  • Page 36: Cpu, Memory, And Hdd Requirements

    1 GB IDE RAID Dual 400W Pentium IV with load sharing required MAXCS Licenses The following licenses are available for all AltiGen 6.0 systems: License Type License Model MAXCS ACM Per system MAXCS ACC Per system MaxCommunicator Per extension configuration...
  • Page 37 Softswitch Station License Per extension configuration Softswitch ACC Agent Session Per session License Softswitch ACM Agent Session Per session License Softswitch ACM Agent Per ACC agent session Migration License Gateway Per gateway Redundancy Per system MAXCS ACC 6.0 Administration Manual 23...

  • Page 38: Preparation For Installation

    Windows Update—Make sure your server has the recommended Windows Service • Pack or Update. MAXCS ACC 6.0 CD ROM—The MAXCS CD ROM that contains the MAXCS 6.0 • programs. MAXCS latest update—Check to see if there is an Update available to the MAXCS •...

  • Page 39: Multi-Gateway Softswitch System Installation

    • Phrases and Prompts (System, Custom, Personal) • Feature Server – Voice Mail Server • Multi-Site Enterprise Manager • Call Center Feature Server • CTI Server • Exchange Integration Server • CDR Server • MAXCS ACC 6.0 Administration Manual 25...

  • Page 40: Redundant System Installation

    If you select Gateway, the next screen requires you to assign an ID to the gateway. For detailed instructions on installing and upgrading MAXCS, AltiGen Dealers should refer to “6.0 Upgrade Guidelines” in the Knowledge Base, available from the AltiGen Dealer Web Site, at https://dealer.altigen.com.

  • Page 41: Installing Maxadmin On A Network Client

    MAXCS does not support Triton T1 Unplug Triton T1 Rev A2 or VoIP Rev Rev A2 or VoIP Rev A2 boards. Please A2 boards, then run setup again. unplug these boards, then run setup again. MAXCS ACC 6.0 Administration Manual 27...
  • Page 42 (if AltiServ is installed on the c: drive) and run the installation program again. An error occurred during the move Make sure all AltiGen applications and data process. services are stopped/closed before installing MAXCS. Setup cannot detect your system key.

  • Page 43: Hapter

    To log out, click the Logout button, or select Services > Logout . Changing the Password Select Services > Change Password to open a Change Password dialog box. You’ll be prompted to type in and verify a new password, then click OK. MAXCS ACC 6.0 Administration Manual...

  • Page 44: The Maxadministrator Main Window

    • Opens windows where you can configure trunks, in call routing, out call routing, extensions, AltiGen IP phones, hunt groups, paging groups, line park, and MeetMe conference. You can also manage MeetMe conferences from this menu. MAXCS ACC 6.0 Administration Manual...

  • Page 45: Quick Access Toolbar

    Logout. Logs out of the system. System. Opens the System Configuration window, or the System menu. Shortcut for System > System Configuration. Trunk. Opens the Trunk Configuration window. Shortcut for PBX > Trunk Configuration. MAXCS ACC 6.0 Administration Manual 31...

  • Page 46: Status Bar

    Workgroup. Opens the Workgroup Configuration window. Shortcut for CallCenter > Workgroup Configuration. IP Phone. Opens the IP Phone Configuration window. Shortcut for PBX > AltiGen IP Phone Configuration. AA. Opens the AA Configuration window. Shortcut for System > AA Configuration.
  • Page 47 If it is an all-in-one system, the gateway ID is the system itself, and the ID is 0. Double-click a board to open a configuration window for that board. Figure 3. Boards window Click on any column heading to sort by that column. Click again to reverse the sort order. MAXCS ACC 6.0 Administration Manual 33...

  • Page 48: Extension View Window

    The Reset button resets the selected extension to the idle status. You’ll be asked to confirm the reset. You can click the Reset button without selecting an extension, and then type in the extension number for the extension to reset. MAXCS ACC 6.0 Administration Manual...

  • Page 49: 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. MAXCS ACC 6.0 Administration Manual 35...

  • Page 50: Call Log View Window

    The window displays, for the last 30 calls, the caller line or number, the callee, the starting time in 24-hour format and the length of the call. When the call is from another AltiGen system, the call is displayed as “Caller System IP Address-Extension Number.” Workgroup View Window The Workgroup View window displays data and statistics for workgroups: Figure 7.

  • Page 51: 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 MAXCS ACC 6.0 Administration Manual 37...

  • Page 52: Assigning Client Licenses

    MAXCS client products require that licenses be assigned to individual extensions: MaxCommunicator • AltiAgent • AltiSupervisor • AltiConsole • IP Talk • TAPI • Integration Connector • Assign seat-based licenses to extensions in the Client License Management configuration screen (License > Client License Management). MAXCS ACC 6.0 Administration Manual...

  • Page 53: Stopping The Altigen Switching Service

    From Windows, select Start > All Programs > MAX Communication Server ACC • > Utilities > Start and Stop All AltiGen Services, and click the Shutdown All AltiGen Services button. This stops the MAXCS system services, including the MaxAdmin application itself. When you re-open MaxAdmin, the switching services are reactivated.

  • Page 54: Programs Available From The Windows Start Menu

    Read Config—Creates a subdirectory of HTML files that shows details of your • MAXCS configuration. See “Read Config” on page 400. Start and Stop All AltiGen Services—Opens a dialog box that gives you the option • to start or stop all AltiGen services by clicking a button.

  • Page 55: Hapter

    Use the General tab in the System Configuration window to set the system ID, area code, main number, and country; extensions for the manager, the operator, the MeetMe conference administrator; and options for distinctive ring, conference bridge, and system call park. MAXCS ACC 6.0 Administration Manual 41...
  • Page 56 Once a server is part of a VoIP domain, you cannot change the System ID. Country Select a country for the system. This configuration ties to a tone table matched to the country's telecom interface specification. MAXCS ACC 6.0 Administration Manual...
  • Page 57 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. MAXCS ACC 6.0 Administration Manual 43...

  • Page 58: Setting A System Number Plan

    You also use the system number plan to set a DID number length to use, and to define the system response to the first digit dialed—for example, pressing 9 to get a trunk line. The numbering scheme requires some thoughtful planning. MAXCS ACC 6.0 Administration Manual...
  • Page 59 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.) MAXCS ACC 6.0 Administration Manual 45...
  • Page 60 “*” 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 MAXCS ACC 6.0 Administration Manual...
  • Page 61 This feature is for internal extension users only. It does not Note: 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.” MAXCS ACC 6.0 Administration Manual 47...
  • Page 62 1. Select Extension Dialed Digit Translator from the Select Digit Translator drop-down list. 2. In the Extensions Group field, use the Add button to create and select an extension group that the Extension Dialed Digit Translator will apply to. MAXCS ACC 6.0 Administration Manual...

  • Page 63: C Hapter

    MAXCS servers or other gateways that may require the G.723 codec. If you still want users to have access to this trunk for outgoing calls, you can set it up through out call routing (see Chapter 14, "Out Call Routing Configuration"). MAXCS ACC 6.0 Administration Manual 49...

  • Page 64: Setting Business Hours

    Multiple Business Hours profiles can be configured in a system. A default “System” Business Hours profile is already configured. Multiple Business Hours profiles can also be assigned to DNIS Routing and Trunk In Call Routing entries. MAXCS ACC 6.0 Administration Manual...

  • Page 65: Routing Calls On Holidays

    Incoming DID and tie trunk calls will not follow holiday routes, but go to the dialed Note: extensions directly. To configure Holiday routings, select System > System Configuration, and then click the Holiday tab. MAXCS ACC 6.0 Administration Manual 51...
  • Page 66 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. MAXCS ACC 6.0 Administration Manual...

  • Page 67: Configuring System Speed Dialing

    Speed dial settings for individual extensions are set in Extension Configuration. (See “Setting up Station Speed Dialing” on page 197.) To configure Speed Dialing, select System > System Configuration, and then click the System Speed tab. MAXCS ACC 6.0 Administration Manual 53...
  • Page 68 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. MAXCS ACC 6.0 Administration Manual...

  • Page 69: 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. MAXCS ACC 6.0 Administration Manual 55...

  • Page 70: Blocking Calls To Area Codes From All Extensions

    800, 888), use the Add or Delete button in the Unrestricted Area Code panel, and click Apply. The Extension Configuration’s Restriction tab references these area codes (as local and unrestricted) in its Outcall Restrictions panel. MAXCS ACC 6.0 Administration Manual...

  • Page 71: Locking Attacked Extensions

    Applies only to calls that use a trunk access code. For calls using a route access Note: 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 177. MAXCS ACC 6.0 Administration Manual 57...

  • Page 72: Creating Account Codes

    “Setting Personal Information” on page 187. Setting up Call Reports You can set up the call report logging option only if MAXCS and MaxAdmin are installed on the same server. On the Call Reports tab, specify the following: MAXCS ACC 6.0 Administration Manual...

  • Page 73: 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. MAXCS ACC 6.0 Administration Manual 59...

  • Page 74: Exporting Through A Local Port

    011 after the trunk or route access number. The caller hears an error tone. MAXCS ACC 6.0 Administration Manual...

  • Page 75: Setting Emergency Numbers

    When the number matches Local Plan, the system will send the number out to the • trunk directly. When the number matches the Domestic Plan, the system will send the number out • with the domestic toll call prefix. MAXCS ACC 6.0 Administration Manual 61...

  • Page 76: Audio Peripheral Configuration

    To configure music on hold when using audio equipment 1. Check Enable Callers on Hold or in Queue to Listen to Music or Recorded Announcement. 2. Select the Triton Analog Station board number to which the audio equipment is attached. MAXCS ACC 6.0 Administration Manual...

  • Page 77: Setting Greeting And Update Prompts

    C:\PostOffice\phrases\Music folder. You can replace the file with a .wav file (or an AltiGen PCM file). A .wav file must be in 8 kHz/ 8 bit/ Mono/ u-Law format. Any optional music-on-hold files included with MAXCS are in that format. You can convert your own .wav files to this format using Microsoft Windows Sound Recorder.

  • Page 78: Configuring Overhead Paging

    AltiConsole when the extension user is absent. MaxCommunicator users, AltiAgent users, and AltiGen IP phone users can select from these activity codes to let others know where they are when they are away from their desks (meeting, business travel, etc.).
  • Page 79 The remaining three activity codes (7, 8, 9) are not assigned and can be customized by the administrator. To customize an activity code, click the activity code and click Edit. In the Edit Activity dialog box, enter name of the Activity and click OK. MAXCS ACC 6.0 Administration Manual 65...

  • Page 80: Feature Profiles

    #30 – System Call Pickup #31 – Personal Call Park #41 – System Call Park #51 – Line Park Pickup #81 – Hands Free Mode #82 – Dial Tone Disabled Call Management: #26 – Station Logout MAXCS ACC 6.0 Administration Manual...
  • Page 81 #91 – NOT READY to Receive Workgroup Call Session Types: Specify whether or not to allow an AltiGen SDK session for the extension. If the extension is an IP extension, #26 / #27 is still available when the phone Note: is in the onhook position, even if it is disabled in the extension’s feature profile.

  • Page 82: C Hapter

    2 - Marketing Group), the extension will automatically be assigned to the new feature profile. So, it is important to note which extensions are assigned to certain feature profiles, especially when adding new profiles or deleting old ones. MAXCS ACC 6.0 Administration Manual...

  • Page 83: Hapter

    With Multi-Gateway Softswitch architecture, MAXCS can control telephony boards that reside in different chassis (gateways) and make them function as a unified system. Multiple AltiGen servers can be configured as gateways. Each gateway is controlled by the MAXCS software. The following diagrams show several Multi-Gateway Softswitch deployment scenarios: Figure 1.

  • Page 84: Managing Gateways

    MAXCS site through a WAN connection is not supported. The WAN network delay and latency may cause synchronization signal failure between MAXCS and the gateway. An AltiGen Gateway license is required to set up a gateway. Note: Managing Gateways Whether you are using multiple gateways or one gateway, you will perform gateway management functions in the Media Server/Gateway Management window.

  • Page 85: Setting Parameters

    Lists all gateways that have been added using the Add button in this window. Status Shows the status of the selected gateway: active, disconnected, initializing, resetting, failed. (Read-only field.) Name The name you gave the selected gateway for easy identification. MAXCS ACC 6.0 Administration Manual 71...
  • Page 86 This information will help you configure sufficient resources for IP phones on each gateway. Enable Media Server on On an AltiGen-certified server, you can run the Softswitch Softswitch and Media Server in the same machine. (You must have a Media Server license.)

  • Page 87: Adding And Attaching A Gateway

    4. Select the type: Media Server or Gateway. 5. Enter the IP address of the gateway. 6. Create a password for this gateway. The password is used for access to the Media Server/Gateway Configuration Tool for the gateway. MAXCS ACC 6.0 Administration Manual 73...

  • Page 88: 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 Media Server/Gateway Management window. This opens the Gateway Configuration Tool. Make your changes, and click Apply. MAXCS ACC 6.0 Administration Manual...

  • Page 89: Media Server/Gateway Configuration Tool

    Gateway ID Setting Shows the unique numeric ID of the gateway identified in the title bar. (Editable field.) Password Setting The password of the gateway identified in the title bar. (Editable field.) MAXCS ACC 6.0 Administration Manual 75...
  • Page 90 Chapter 5: Media Server and Gateway Management Parameter Description Status The status of the gateway: active, disconnected, initializing, resetting, failed. Current Softswitch IP The IP address of the machine running MAXCS. Address Product Version The software version of the gateway service. MAXCS ACC 6.0 Administration Manual...

  • Page 91: Hapter

    Managing Messages The Messaging tab in the Voice Mail Configuration window provides for setting basic parameters and options for messaging, including message notification retry attempts, message management options, recording options, and e-mail activation and usage. MAXCS ACC 6.0 Administration Manual 77...

  • Page 92: Setting Message Notification Retries

    Retry Interval in The number of minutes between retry attempts. Minutes Five minutes is the minimum and 60 minutes is the maximum interval allowed. Choices are in 5-minute increments. The default is 5 minutes. MAXCS ACC 6.0 Administration Manual...

  • Page 93: Setting Message Management Options

    200–2000 ms (.2–2 seconds). Setting Exchange Integration Options Set Exchange integration options. Access to these options requires an AltiGen Exchange Integration License. To assign this license to an extension, see “Assign Exchange Integration License” on page 199.

  • Page 94: C Hapter

    Bridged Access to Through bridged access integration, via a SIP connection, Exchange 2007 AltiGen’s voice mail will provide an option to the user to directly access the Exchange 2007 Speech Enabled Attendant (by pressing 7 in extension voice mail after entering the password).

  • Page 95: Setting E-Mail Messaging Options

    MaxCommunicator, the VM attribute will be changed in Exchange 2007 accordingly. Personal options usually invoked by pressing 4 on the AltiGen VM menu can now be invoked by pressing #14 when Native VM Integration is selected. The following AltiGen voice mail...

  • Page 96: Creating Distribution Lists

    MaxCommunicator or AltiAgent user applications. To configure distribution lists, select System > Voice Mail Configuration, then click the Voice Mail Distribution List tab. Figure 2. Voice Mail Configuration, Voice Mail Distribution List tab MAXCS ACC 6.0 Administration Manual...

  • Page 97: 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. MAXCS ACC 6.0 Administration Manual 83...

  • Page 98: C Hapter

    Chapter 6: Voice Mail Configuration MAXCS ACC 6.0 Administration Manual...

  • Page 99: Hapter

    2. Record phrases for each menu level or use the pre-recorded phrases that are available to you. See “Phrase Management” on page 92 for more details on how to MAXCS ACC 6.0 Administration Manual 85...

  • Page 100: 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 88. You don’t need to add a new AA if you’re going to use 16 or fewer. MAXCS ACC 6.0 Administration Manual...
  • Page 101 From the drop-down list, choose the AA you want to copy to your selected ID. In the pop-up box, click Yes to complete the copy. Close—closes the AA Select dialog box. • Help—opens the help file for AA. • Export—exports all AA settings to an HTML file. • MAXCS ACC 6.0 Administration Manual 87...

  • Page 102: Editing Auto Attendants

    Every item will execute steps according to the following rules: First step—Play prompt if the box is checked. If the prompt box is not checked, • the AA will go to the second step without delay. MAXCS ACC 6.0 Administration Manual...
  • Page 103 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. MAXCS ACC 6.0 Administration Manual 89...

  • Page 104: Collecting Digits

    "Max Length" to determine if the collect digit action was successful or failed. If successful, the system executes the sub-level "&" action item. • If failed, the system executes the menu item you define as a fail over action. • MAXCS ACC 6.0 Administration Manual...
  • Page 105 Inter-Digit Timeout after Max Length—the length of time the system will wait • after the maximum length of digits is collected. Web Call Response Timeout—the length of time the system will wait for digits • after responding to a Web call before timeout. MAXCS ACC 6.0 Administration Manual 91...

  • Page 106: Making Auto Attendant Assignments

    0292 Please hold; someone will be with you shortly. 0293 We appreciate your call and will be with you as quickly as possible. 0294 Thank you for your patience. We should be with you soon. MAXCS ACC 6.0 Administration Manual...

  • Page 107: Recording Custom Phrases From The Altigen Phone

    Recording studios such as Worldly Voices provide professionally recorded prompts as electronic files that can be installed and used on the MAXCS system. (See the AltiGen web site, at www.altigen.com, for more information. Click Customer at the top of the page, and then click Resources for Creating Professional Voice Prompts.)
  • Page 108 WAV format to an MAXCS-playable audio file. 5. Once you receive the prompts in the MAXCS format, place them in the C:\PostOffice\phrases\LangCustom directory on the gateway that is running AltiServ. Your prompts are now ready to be used. MAXCS ACC 6.0 Administration Manual...

  • Page 109: Hapter

    800 number to the “Mexico Spanish” language prompts or to an extension that uses the corresponding language in its prompts. This eliminates the caller having to select a language. The MAXCS multilingual feature requires the purchase of an AltiGen Multilingual Note: License.

  • Page 110: Creating Language Phrase Packages

    Note: procedures to create language packages, including syntax rules for numbers and sentence structure for their local market. For international customers, please contact the authorized AltiGen distributor in your country to obtain localized language phrases. Storing Language Phrase Packages Additional language phrases (system and custom) and syntax styles need to be copied to the correct directory before system startup, so that the system can recognize them.

  • Page 111: 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. MAXCS ACC 6.0 Administration Manual 97...

  • Page 112: Enabling Multilingual Support In The Auto Attendant

    This configuration is on top of the regular AA configuration. The system will Note: execute the regular AA action items after a language preference is selected by the caller. MAXCS ACC 6.0 Administration Manual...

  • Page 113: Configuring The Extension

    The default language is assigned in Extension Configuration > General tab. Figure 3. Selecting a language for an extension user In the Language drop-down list, select the desired language, and click OK. MAXCS ACC 6.0 Administration Manual 99...

  • Page 114: Extension User Can Change Language Setting

    Feature code #12 must also be enabled in System Configuration > Feature Profiles tab. To enable feature code #12: 1. In System > System Configuration > Feature Profiles tab, check the #12 - language setting check box. 2. Click OK. MAXCS ACC 6.0 Administration Manual...

  • Page 115: Using Dnis To Set The Language

    2. Click the Add button to add a number. 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. MAXCS ACC 6.0 Administration Manual 101...

  • Page 116: 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. MAXCS ACC 6.0 Administration Manual...

  • Page 117: Hapter

    • sm for a silent monitor call • trk(bbcc) for an inbound trunk call without caller ID. bb is the board logical ID • and cc is the channel ID MAXCS ACC 6.0 Administration Manual 103...

  • Page 118: Configuring Call Recording

    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. If you are using FTP protocol, the FTP server must be installed and Important: configured properly on the same machine as the Central Location directory. MAXCS ACC 6.0 Administration Manual...

  • Page 119: Using A Remote Shared Directory

    1. From the desktop, select Map Network Drive from the Tools menu. Figure 2. Map Network Drive 2. In the Map Network Drive dialog box, click the Sign up for online storage or connect to a network server link. MAXCS ACC 6.0 Administration Manual 105...
  • Page 120 Figure 3. “Sign up for online storage or connect to a network server” link This invokes the Add Network Place Wizard. Figure 4. Add Network Place Wizard 3. Click Next. You’ll see the screen below: Figure 5. Add Network Place Wizard MAXCS ACC 6.0 Administration Manual...
  • Page 121 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: MAXCS ACC 6.0 Administration Manual 107...
  • Page 122 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. MAXCS ACC 6.0 Administration Manual...

  • Page 123: C Hapter

    Chapter 9: Call Recording Configuration Figure 10. Recording Configuration Window MAXCS ACC 6.0 Administration Manual 109...
  • Page 124 Chapter 9: Call Recording Configuration MAXCS ACC 6.0 Administration Manual...

  • Page 125: Application Extension Configuration

    • A separate application extension to log in to for each application • For more information about SDK, please send e-mail to sdksupport@altigen.com. Application Extension Setup Before you begin, make sure a Trunk Control APC SDK Session license is Note: registered and activated for your system.

  • Page 126: 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: MAXCS ACC 6.0 Administration Manual...

  • Page 127: 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 112 changes to “connected.” MAXCS ACC 6.0 Administration Manual 113...

  • Page 128: C Hapter

    Chapter 10: Application Extension Configuration MAXCS ACC 6.0 Administration Manual...

  • Page 129: Hapter

    Virtual Board HMCP, page 134 • MAX1000 Board, page 141 • 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...
  • Page 130 Be sure to inform all users before resetting a board. Additionally, if the board is a resource board (VoIP 12 port, VoIP 30 port, Triton resource board, 30-party conference board), resetting it will disconnect all calls that use the resource. MAXCS ACC 6.0 Administration Manual...

  • Page 131: Using The Triton Resource Board

    Figure 2. Note the following additional information: Double-clicking a channel in the Channel Mapping List opens a Triton Analog Line • configuration dialog box. See “Triton Analog Station Line Properties” on page 191. MAXCS ACC 6.0 Administration Manual 117...

  • Page 132: Configuring The Triton Analog Trunk Ls/Gs And Ls Boards

    Clicking the Board Configuration button opens the following dialog box that • displays the board’s serial number, DSP clock, physical and logical IDs. For information on adding and removing mobile trunks, see “Mobile Extension Configuration” on page 231. Figure 4. Board Configuration dialog box MAXCS ACC 6.0 Administration Manual...

  • Page 133: Configuring The Triton Voip Board

    SIP and H.323 devices. The Triton VoIP board can be configured as a 12-port G.711/G.723.1/G.729AB or 30- port G.711 board. For limitations on configuring Triton VoIP boards and ports see the AltiGen Telephony Hardware Manual. Configuration Double-click the TritonIP board in the Boards window to open the Board Configuration window, similar to Figure 2 on page 116.

  • Page 134: Configuring The Board

    E1 PRI. Additional steps are needed to further configure the CAS or PRI protocol in the Protocol Configuration window, shown in Figure 9 and Figure 10. Figure 6. Triton T1/E1 Configuration dialog box (For information on adding and removing mobile trunks, see “Mobile Extension Configuration” on page 231.) MAXCS ACC 6.0 Administration Manual...
  • Page 135 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 Figure 8. Triton E1 configuration dialog box MAXCS ACC 6.0 Administration Manual 121...

  • Page 136: Reading The Status Messages

    Indicator L1 failure: <No Sync Layer 1 failure, physical Possible span mis- Frames layer; no valid framing is configuration (ESF is detected. selected but the actual framing is SF, or vice versa). Check span configuration. MAXCS ACC 6.0 Administration Manual...
  • Page 137 SLC-96 and F-bit or sync bit error in SF. Transmit Frame Slips counter shows the number of Xmt Frame Slips frame slips for the transmitter Use the Clear button to reset the statistics counters. Clear button MAXCS ACC 6.0 Administration Manual 123...
  • Page 138 System Clock Master setup should be set according to the follow conditions: If all of the T1/E1 boards are connected to a carrier’s switch, the System Clock • Master check box must not be checked for any of the T1/E1 boards. MAXCS ACC 6.0 Administration Manual...

  • Page 139: Setting Up Channels On The Triton T1/E1 Board

    T1 to PRI or vice versa. Otherwise, the system will generate garbage call records to your internal or external logger service. See “Setting General Trunk Attributes” on page 146 for details. Figure 9. T1 PRI Protocol Configuration dialog box (top half) MAXCS ACC 6.0 Administration Manual 125...
  • Page 140 Enable Tie Trunk—check this box to enable a tie trunk. Tie trunks must terminate • to a system also configured as a tie trunk. This option not available when E1 CAS is selected. Note: Figure 11. E1 PRI Protocol Configuration dialog box (top half) MAXCS ACC 6.0 Administration Manual...
  • Page 141 If you select a Span Type of Regular ISDN PRI in the T1 PRI Configuration Window, use the following guidelines to set the ISDN PRI Switch mode. Figure 13. T1 PRI Switch Mode The top four settings are used for a connection to a CO switch: AT&T 4ESS PRI • MAXCS ACC 6.0 Administration Manual 127...
  • Page 142 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 • MAXCS ACC 6.0 Administration Manual...
  • Page 143 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 – MAXCS ACC 6.0 Administration Manual 129...
  • Page 144 An example of such service includes AT&T Megacom. If your CO requires specific NSF features to be present in the call setup packet, Note: please contact AltiGen’s Technical Support department with such information from the CO and they will help you configure it. Setting a TEI The TEI (Terminal Endpoint Identifier) defines which terminal device is communicating with the CO switch for a given message.
  • Page 145 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. MAXCS ACC 6.0 Administration Manual 131...

  • Page 146: Installing A Channel Service Unit (Csu)

    2. T1 is installed but not turned on because there is no termination device for a period of time. 3. T1 is turned on but channel is not in service. MAXCS provides basic troubleshooting information in the T1 Span Configuration window, described in “T1 and E1 Configuration” on page 121. MAXCS ACC 6.0 Administration Manual...

  • Page 147: Configuring Virtual Boards Sipsp And H323Sp

    Configuration button opens this dialog box: If you change the number of SIP extension or tie trunk channels, you must stop and restart the switching and gateway services. Figure 17. SIP Signaling Channel Configuration dialog box MAXCS ACC 6.0 Administration Manual 133...

  • Page 148: Configuring The H323Sp Board

    Host Media Control Processing (HMCP) is a virtual board that uses an Intel CPU to provide the following functions: 1. Process VoIP Media Stream Encode, decode, and transcode voice stream • Detect and generate tone for IP devices • MAXCS ACC 6.0 Administration Manual...
  • Page 149 Softswitch system sharing the same CPU or can be in a stand-alone server with a dedicated CPU. Notes: Do not install HMCP service in a system with AltiGen's Triton telephony board. It will • cause resource conflict. Remove the Triton Resource board and MeetMe conference board from OFFICE •...
  • Page 150 The maximum number of resources that can be assigned to each HMCP virtual board is as follows: G.711 VPR — 1,000 • G.711/G.723/G.729 VPR — 200 • Station Conference Members — 120 • MeetMe Conference Members — 120 • MAXCS ACC 6.0 Administration Manual...

  • Page 151: Assign Hmcp Resources To Ip Extensions

    Media Server ID to the HMCP Media Server ID if necessary. Please refer to the following scenarios. Scenario 1 - HMCP Media Server inside Softswitch Server For fewer than 200 users, you may consolidate the Softswitch and HMCP into one server as shown below. MAXCS ACC 6.0 Administration Manual 137...
  • Page 152 Scenario 2: Single Standalone HMCP Media Server For 200 to 1,000 users without an extensive amount of recording resources, fewer than 200 concurrent recording sessions, you may deploy a stand-alone HMCP Media server as shown below. MAXCS ACC 6.0 Administration Manual...
  • Page 153 Equally divide the remote works who connects to system using G.723/G.729 and • assign them to different HMCP Media servers. For the remaining IP extensions, assign extensions in a department in the same • Media server. MAXCS ACC 6.0 Administration Manual 139...
  • Page 154 Media servers when that extension requests media service. This will happen atomatically (no configuration required) and dynamically (the resource may come from a different Media server each time that extension requests a media resource). MAXCS ACC 6.0 Administration Manual...

  • Page 155: Configuring The Max Board

    In the channel group configuration dialog box, click the Protocol button to open the • Protocol Configuration dialog box. For information on configuring protocol, see “Setting up Channels on the Triton T1/E1 Board” on page 125. MAXCS ACC 6.0 Administration Manual 141...

  • Page 156: 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 232 in the chapter “Mobile Extension Configuration.” MAXCS ACC 6.0 Administration Manual...

  • Page 157: 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. MAXCS ACC 6.0 Administration Manual 143...

  • Page 158: Opening The Trunk Configuration Window

    Double-click a trunk in the Trunk View window. • Selecting Channel Properties from the right-click menu in Trunk View bypasses the general Trunk Configuration window to open a trunk properties window specific to the selected trunk. Figure 2. Trunk View window MAXCS ACC 6.0 Administration Manual...

  • Page 159: Selecting Trunks To Set Attributes

    Select the trunks you want to apply changes to, then click OK. (Use Ctrl+click and Shift+click to select several trunks.) This applies changes to multiple trunks for only the attribute or option that you changed. MAXCS ACC 6.0 Administration Manual 145...

  • Page 160: Setting General Trunk Attributes

    "Outgoing" trunk, the incoming call will be rejected by the system. To avoid this mistake, make sure you check with your carrier to verify the hunting number before you configure a trunk to Outgoing. MAXCS ACC 6.0 Administration Manual...
  • Page 161 Use Overlap dialing for analog and T1-CAS trunks for best results. Calls will be completed faster. En-bloc - The system will buffer all dialed digits and send it to the CO at once. • Typically is used in ISDN-PRI trunk and SIP trunk. MAXCS ACC 6.0 Administration Manual 147...
  • Page 162 CO, the system will use DTMF as a way to transmit [Caller’s Extension Number] and [Target’s Extension Number] to the other side of the tie trunk. Because the format is AltiGen proprietary, you may have a problem if you enable this configuration when connecting to a non-AltiGen PBX.
  • Page 163 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. MAXCS ACC 6.0 Administration Manual 149...

  • Page 164: H323 Tie Trunk Properties

    Figure 4. Configuration dialog box for a Triton VoIP channel See “Configuring the SIPSP Board” on page 133 for board configuration information. This is signal only trunks. Make sure you have enough IP resource boards to cover Note: your needs. MAXCS ACC 6.0 Administration Manual...

  • Page 165: Sip Trunk Properties

    (ITSP), you need to configure SIP trunk channels to connect the service. Before you start, note the following: An AltiGen SIP Trunking channel is licensed. You need to buy and register a license • to be able to configure this option.
  • Page 166 Enable Channel—After all above parameters are entered correctly, check this box • to activate the channel. The AltiGen system will send authentication to the service provider to verify the setting. 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.

  • Page 167: Triton T1/E1 Trunk Properties

    Specifies the delay, in milliseconds, after trunk seizure and before digit dialing. This configuration will slow down the system transmitting digits to the CO by a defined delay to avoid missing digits. Do not change this value unless advised. MAXCS ACC 6.0 Administration Manual 153...
  • Page 168 “Configuring One or Multiple Trunks” on page 145, to apply the Caller ID Collection to multiple T1 trunks. In order for back-to-back T1 and tie trunk T1 configurations to perform properly, Note: it is recommended that you use the system’s default incoming call sequences: MAXCS ACC 6.0 Administration Manual...

  • Page 169: Caller Id And Did Incoming Sequence Example

    In this example, the MAXCS ACC/ACM system is expecting either the sequence #CID*DID or only digits for incoming calls. If no match is found for either sequence, no Caller ID or DID digits are collected. MAXCS ACC 6.0 Administration Manual 155...

  • Page 170: Triton Analog Trunk Gs/Ls Properties

    Note that you can use Apply to in this dialog box to apply changes to other trunks of the same type. Parameter Description Interface Type Select the type of trunk that will interface with this trunk channel: Loop Start Trunk • Ground Start Trunk • MAXCS ACC 6.0 Administration Manual...
  • Page 171 CO disconnect signal), after answering an incoming call. Loop Break Duration Disconnects signal if CO breaks loop current. You can set (ms) the duration from 200 to 1000 ms. 600 ms is common in North America. MAXCS ACC 6.0 Administration Manual 157...
  • Page 172 Hybrid Echo Return The measurement for hybrid echo return loss (displayed Loss after you click the Diagnose button or the Match Impedance button). Acceptable range for Hybrid Echo Return Loss is less than -6 dB. MAXCS ACC 6.0 Administration Manual...

  • Page 173: Performing Impedance Match On Your Own

    Diagnosis section of the main dialog box. The Hybrid Echo Return Loss field shows the measurement before adaptation of the selected Impedance profile, and the Echo Return Loss field shows the measurement after adaptation of the selected Impedance profile. MAXCS ACC 6.0 Administration Manual 159...

  • Page 174: Measuring The Rx Level Of A Trunk Channel

    1. Write down the Rx Gain, then set it to 0dB and click OK. 2. Write down the Impedance setting, then change it to 600ohm, and click OK. 3. Call the number you got from your CO, as noted above. MAXCS ACC 6.0 Administration Manual...

  • Page 175: 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). MAXCS ACC 6.0 Administration Manual 161...
  • Page 176 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. MAXCS ACC 6.0 Administration Manual...
  • Page 177 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.) MAXCS ACC 6.0 Administration Manual 163...
  • Page 178 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. MAXCS ACC 6.0 Administration Manual...

  • Page 179: Incoming Call Routing

    Route to the operator • Outgoing Call Blocking To set outgoing call blocking for a trunk, select the trunk in the General tab, then click the Out Call Blocking tab in the Trunk Configuration window. MAXCS ACC 6.0 Administration Manual 165...
  • Page 180 If you select Outside Calls Allowed According to The Following Schedules, you can then use the Schedule 1, 2, and 3 options to set up to three different time periods during which calls are allowed. You can use Apply to to apply the settings to multiple trunks. MAXCS ACC 6.0 Administration Manual...

  • Page 181: 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. MAXCS ACC 6.0 Administration Manual 167...

  • Page 182: 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. MAXCS ACC 6.0 Administration Manual...

  • Page 183: 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. MAXCS ACC 6.0 Administration Manual 169...

  • Page 184: 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 50): During Business Hours • Outside Business Hours • MAXCS ACC 6.0 Administration Manual...
  • Page 185 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 95. MAXCS ACC 6.0 Administration Manual 171...

  • Page 186: C Hapter

    Chapter 13: In Call Routing Configuration MAXCS ACC 6.0 Administration Manual...

  • Page 187: Hapter

    H A P T E R Out Call Routing Configuration There are two ways to initiate outbound dialing in an AltiGen PBX: Using the trunk access code • The trunk access code is easy to configure and use. However, it does not have the capability to resolve complicated dialing situations.

  • Page 188: 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. MAXCS ACC 6.0 Administration Manual...

  • Page 189: Working With Route Definitions

    (the first trunk listed is used first, and so forth). Not Member Displays all trunks that are not assigned to the selected route. MAXCS ACC 6.0 Administration Manual 175...

  • Page 190: Setting Default Routes

    You can set default routes for four types of outgoing calls: local, long distance, international, and emergency. It is important that you set up default routes right after routes are WARNING! defined. Failing to do so will cause outbound dialing failure. MAXCS ACC 6.0 Administration Manual...

  • Page 191: Working On Dialing Patterns

    Your area may have both 10-digit and 1+10 digit dialing in a same area code. • Your system needs to borrow another system's trunk to make an outbound call over • an IP or tie trunk. MAXCS ACC 6.0 Administration Manual 177...
  • Page 192 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. MAXCS ACC 6.0 Administration Manual...

  • Page 193: Dialing Pattern Configuration Tips

    In other words, if extension and system call restrictions are not blocking a number or pattern, you can use Out Call Routing to build restriction rules to block numbers or patterns. MAXCS ACC 6.0 Administration Manual 179...

  • Page 194: 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. MAXCS ACC 6.0 Administration Manual...
  • Page 195 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: MAXCS ACC 6.0 Administration Manual 181...

  • Page 196: Resolving Dialing Delay For Non-Usa/Canada Countries

    Resolving Dialing Delay for Non-USA/Canada Countries When installing the AltiGen system outside of North America, you may experience dialing delay when dialing through E1/PRI trunks that are using en-bloc (buffering digits and sending all digits at once). The system dialing logic may cause a 7-second inter-digit dialing delay for en-bloc trunks.
  • Page 197 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. MAXCS ACC 6.0 Administration Manual 183...
  • Page 198 Chapter 14: Out Call Routing Configuration MAXCS ACC 6.0 Administration Manual...

  • Page 199: Hapter

    111. To set up an IP extension, see “Setting Up IP Extensions” on page 217. To set up a mobile extension, see “Mobile Extension Configuration” on page 231. Figure 1. Extension Configuration window MAXCS ACC 6.0 Administration Manual 185...

  • Page 200: About The Apply To Button

    • unavailable when the Enable IP Extension option is not checked. When Enable IP Extension is checked, it will allow the AltiGen IP phone to log on as an IP extension. About the Apply To Button A change you make to an extension can often be applied to one or more other extensions by using the Apply To button.

  • Page 201: 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. MAXCS ACC 6.0 Administration Manual 187...
  • Page 202 If voice mail and system phrases have been translated into other languages and properly added to the C:\PostOffice\Phrases directory, the languages will be selectable from the Language drop-down list. (See “Multilingual Configuration” on page 95 for information on adding translated prompts to the MAXCS system). MAXCS ACC 6.0 Administration Manual...

  • Page 203: Account Code

    Call Recording Options The system administrator can specify a recording license assignment and the following non-workgroup call recording options for an agent extension: MAXCS ACC 6.0 Administration Manual 189...
  • Page 204 The recording setting at Extension Configuration only applies to non-workgroup • calls. The recording setting at Workgroup Configuration only applies to workgroup calls. To allow an agent to record all calls (non-workgroup and workgroup), both recording settings must be enabled. MAXCS ACC 6.0 Administration Manual...

  • Page 205: Physical Location And Type

    If you select a Triton Analog Station Board extension and click the Line Properties button, you’ll see the 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. MAXCS ACC 6.0 Administration Manual 191...
  • Page 206 Message Waiting Type of Message Waiting indicator for the phone set: Signal Type • None • FSK/SDMF—Frequency Shift Keying/Single Data Message Format indicator. • FSK/MDMF—Frequency Shift Keying/Multiple Data Message Format indicator. (Default for US/ Canada installation.) MAXCS ACC 6.0 Administration Manual...

  • Page 207: Ip Extension Configuration

    For analog and IP phones, the administrator can select what information is to be displayed. Depending on the number of display lines on the LCD, the phone can be set up to show two lines of specific caller information on the display. MAXCS ACC 6.0 Administration Manual 193...

  • Page 208: 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 MAXCS ACC 6.0 Administration Manual...
  • Page 209 1. Click the group number in the Member list. 2. Click the Remove button. The group moves to the Not Member list. You can use Shift+click and Ctrl+click to select more than one group. Note: MAXCS ACC 6.0 Administration Manual 195...

  • Page 210: Setting Inter Call Delay

    If the Allow agent to change check box is selected, the agent can change the outgoing workgroup from the phone set by using feature code #53 or from AltiAgent. MAXCS ACC 6.0 Administration Manual...

  • Page 211: Setting Up Station Speed Dialing

    00–19, and are entered by the user following the extension speed dial access code, #77. To work with Speed Dialing settings, click the Speed Dialing tab, then select the extension you want to set speed dialing for. Figure 4. Extension Configuration, Speed Dialing tab MAXCS ACC 6.0 Administration Manual 197...

  • Page 212: Setting The Mailbox Options

    To work with mailbox settings, select the extension number you want to work with from the Agent/Supervisor/Extension list, then click the Mail Management tab. MAXCS ACC 6.0 Administration Manual...

  • Page 213: Setting An Information-Only Mailbox

    If, in the Voice Mail Configuration screen, you chose either the Synchronize with Exchange 2003/2007 option or the Bridged Access to Exchange 2007 option, check this check box to synchronize the selected extension’s voice mails with Exchange. MAXCS ACC 6.0 Administration Manual 199...

  • Page 214: Smtp/Pop3 Setting

    Play the Newest Selected, new voicemail will be retrieved first. When not Voice Message selected, the system will play voicemail based on first-in-first- First out (FIFO). MAXCS ACC 6.0 Administration Manual...

  • Page 215: Press "0" Option

    The Notification tab of Extension Configuration provides for setting notification options on new incoming e-mail as well as voice messages. To work with notification settings, select the extension number from the Agent/ Supervisor/Extension list, then click the Notification tab. MAXCS ACC 6.0 Administration Manual 201...

  • Page 216: Setting The Message Types For Notification

    Chapter 15: Extension Configuration Figure 6. Extension Configuration, Notification tab Individual users can also configure Message Notification within the AltiGen client applications MaxCommunicator and AltiAgent. You can use Apply to to apply notification settings to one, some, or all Note: extensions.

  • Page 217: Emergency Notification

    5. Choose Decimal as the Base option. 6. Type the value you want (see the allowed range listed above) in the Value data text box, and click OK. 7. The value you enter appears in parentheses in the Data column. MAXCS ACC 6.0 Administration Manual 203...

  • Page 218: 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. MAXCS ACC 6.0 Administration Manual...

  • Page 219: Setting Notification Timing

    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. MAXCS ACC 6.0 Administration Manual 205...

  • Page 220: 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. MAXCS ACC 6.0 Administration Manual...

  • Page 221: Setting Other Call Restrictions

    Caution! sure the password is properly configured to prevent an intruder from using this voice mail box to make an outbound call. AltiGen recommends that you leave the fourth option unchecked for all extensions at all times. Setting Answering Options Answering options include forwarding, handling busy calls, handling no-answers and other options.

  • Page 222: Forwarding All Calls

    100’s voice mail. If there is a loop condition in the forwarding chain (for example, 100 forwards to 101, 101 to 102, and 102 back to 100), the call is sent to the first destination’s voice mail. MAXCS ACC 6.0 Administration Manual...
  • Page 223 Forwarding calls to a pager is possible but not recommended since callers will Note: only hear what is heard when calling a pager and will not know to enter a return phone number unless instructed. MAXCS ACC 6.0 Administration Manual 209...

  • Page 224: Do Not Disturb

    To enable these options, check the Enable No Answer Handling check box. Use the Number of Rings Before Handling scroll box to select a number between 2 and 20 for the times the telephone rings before the call is handled by the system. MAXCS ACC 6.0 Administration Manual...

  • Page 225: Configuring One Number Access

    Figure 9. 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. MAXCS ACC 6.0 Administration Manual 211...

  • Page 226: 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. MAXCS ACC 6.0 Administration Manual...

  • Page 227: 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. MAXCS ACC 6.0 Administration Manual 213...

  • Page 228: Setting Up Monitor Lists

    The monitor list is available in the MaxCommunicator and AltiAgent Monitor windows, AltiConsole, and in Line Monitoring events in AltiGen SDK. Listening in to or recording a conversation without the consent of one or WARNING! both parties may be a violation of local, state, and federal privacy laws.

  • Page 229: 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. MAXCS ACC 6.0 Administration Manual 215...
  • Page 230 Chapter 15: Extension Configuration MAXCS ACC 6.0 Administration Manual...

  • Page 231: Hapter

    H A P T E R Setting Up IP Extensions The AltiGen IP phone communicates with the system using SIP protocol to establish the signaling channel and media channel (the voice steam, using RTP protocol). With SIP implementation, the system establishes a signaling channel to an IP phone when the IP phone is in use.
  • Page 232 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). MAXCS ACC 6.0 Administration Manual...
  • Page 233 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. MAXCS ACC 6.0 Administration Manual 219...
  • Page 234 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. MAXCS ACC 6.0 Administration Manual...

  • Page 235: Setting An Ip Extension

    • extension when the IP phone registers automatically, or when the user logs on using #27+Enter from the AltiGen IP phone. This is the recommended setting. Using Static IP Address—You need to enter the IP address for each IP •...

  • Page 236: Setting Voip Codec For Ip Extension

    • 10.0.0.0 ~ 10.255.255.255 • 172.16.0.0 ~ 172.31.255.255 • When an IP phone registers to an IP extension, the system will check the IP address to determine which codec to use for the IP phone. MAXCS ACC 6.0 Administration Manual...

  • Page 237: C Hapter

    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 308 and “Assigning Codec Profiles to IP Addresses” on page 310. MAXCS ACC 6.0 Administration Manual 223...
  • Page 238 Chapter 16: Setting Up IP Extensions MAXCS ACC 6.0 Administration Manual...

  • Page 239: Hapter

    H A P T E R AltiGen IP Phone Configuration AltiGen manufactures a series of IP phones. The system administrator can control and program the following areas for each type of AltiGen IP phone: Specify the server IP address that the IP phone needs to register •...
  • Page 240 Chapter 17: 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: Figure 1. IP Phone Configuration window, General tab The left side of the IP Phone Configuration window displays all the IP phone extensions that have been set up in the system.
  • Page 241 This setting is for a remote IP phone with a private address and Setting behind NAT. When connecting to the AltiGen system, the system will use this information to execute the NAT traversal for the IP phone. The NAT status and address are read-only fields.

  • Page 242: C Hapter

    Chapter 17: AltiGen IP Phone Configuration After setting parameters on the General tab, go to the tab that corresponds to the phone type, and configure the programmable keys (plus the Display Workgroup Status field on the Alti-IP 600 and IP 705). Programmable key settings are described in the next table.
  • Page 243 (callers in queue, longest queue time, number of callers who have waited longer than the service threshold, and service level). • User Defined # - (Default) Allows the user to define the programmable key from the IP phone. MAXCS ACC 6.0 Administration Manual 229...
  • Page 244 (Alti-IP 600) Upon initial installation, the lower left programmable key is set up as FLASH by default. This key can be re-assigned in MaxAdmin, using the AltiGen IP Phone Configuration window. No other programmable keys can be configured to FLASH.

  • Page 245: Hapter

    If your company has employees working at home or servicing customers in the field, you can connect their home phones or cell phones to the AltiGen PBX, providing them with the same productivity features as if they were working in the office.

  • Page 246: 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 MAXCS ACC 6.0 Administration Manual...
  • Page 247 Although a whole PRI span is added, if Mobile Trunk Allocation is selected Note: as Shared (see Figure 5 on page 236), individual trunks, when idle, still can be used dynamically by normal PRI trunk traffic or mobile extensions. MAXCS ACC 6.0 Administration Manual 233...
  • Page 248 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. MAXCS ACC 6.0 Administration Manual...
  • Page 249 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. MAXCS ACC 6.0 Administration Manual 235...
  • Page 250 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. MAXCS ACC 6.0 Administration Manual...
  • Page 251 5. In the Boards view of MaxAdmin, 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: MAXCS ACC 6.0 Administration Manual 237...
  • Page 252 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. MAXCS ACC 6.0 Administration Manual...

  • Page 253: 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. • MAXCS ACC 6.0 Administration Manual 239...
  • Page 254 Chapter 18: Mobile Extension Configuration MAXCS ACC 6.0 Administration Manual...

  • Page 255: 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 • MAXCS ACC 6.0 Administration Manual 241...

  • Page 256: Overview Of Huntgroup Configuration Window

    Setting Up Hunt Groups Set up new hunt groups in the Huntgroup Configuration window. MAXCS ACC 6.0 Administration Manual...

  • Page 257: Establishing Basic Hunt Group Attributes

    DID incoming call. Enable Dial-By-Name Service—check this box to allow callers to search the list by • employee name for this hunt group extension. Description—describe the purpose of this hunt group. • MAXCS ACC 6.0 Administration Manual 243...

  • Page 258: Setting Call Restrictions

    Caution! sure the password is properly configured to prevent an intruder from using this voice mail box to make an outbound call. AltiGen recommends that you leave the fourth option unchecked for all hunt groups at all times. Establishing Hunt Group Membership There are two ways to assign extensions to hunt groups.

  • Page 259: 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. MAXCS ACC 6.0 Administration Manual 245...

  • Page 260: Disabling A Mailbox

    If you enable mail forwarding, you also specify what you want done with the original messages after they have been forwarded. In the drop-down list you can choose to: Delete Messages after Forward – Keep the Messages as New – MAXCS ACC 6.0 Administration Manual...

  • Page 261: Setting Mailbox Playback Options

    Setting Message Notification Options To set notification options on new incoming e-mail and voice messages, click the Notification tab in the Huntgroup Configuration window, and select the hunt group number from the Group List. MAXCS ACC 6.0 Administration Manual 247...

  • Page 262: Setting The Message Types For Notification

    Chapter 19: Hunt Group Configuration Figure 4. Huntgroup Configuration, Notification tab Individual users can also configure Message Notification within the AltiGen Voice Mail System. You can use Apply to to apply mailbox settings to one, some, or all hunt groups.

  • Page 263: Setting Notification Timing

    Seconds after Dialing—If the pager carrier cannot provide an answer supervision • signal, check this option and set a delay time. (Default 5 seconds, maximum 30 seconds.) MAXCS ACC 6.0 Administration Manual 249...

  • Page 264: Setting Notification Business Hours

    See “Apply to Button” on page 242 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. MAXCS ACC 6.0 Administration Manual...

  • Page 265: Handling Busy Calls

    To option in the Forward All Calls section of the Call Handling tab, and select an option. The forwarding options are as follows: To Voice Mail • To an Extension—select an extension number in the drop-down list. • MAXCS ACC 6.0 Administration Manual 251...

  • Page 266: Handling Unanswered Calls

    If this member is busy, the call goes to the second member configured and so forth. MAXCS ACC 6.0 Administration Manual...

  • Page 267: Setting Queue Management Options

    For each hunt group you can either use the system default audio peripheral configuration or you can set up a custom configuration. Figure 6. Huntgroup Configuration, Queue Management tab MAXCS ACC 6.0 Administration Manual 253...
  • Page 268 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". MAXCS ACC 6.0 Administration Manual...

  • Page 269: Hapter

    The IP paging group is a group of IP phones that can receive station paging. This feature also can be used as IP zone paging by creating multiple paging groups. Implementation details: The paging signal uses AltiGen's proprietary H.323-ATPS protocol. You need to have • H.323 tie-trunk channels to be able to implement IP paging.
  • Page 270 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. • MAXCS ACC 6.0 Administration Manual...
  • Page 271 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. • MAXCS ACC 6.0 Administration Manual 257...
  • Page 272 Chapter 20: Paging Group Configuration MAXCS ACC 6.0 Administration Manual...

  • Page 273: Hapter

    • the Line Park Group. The park line is released when the call disconnects, is answered, or is forwarded due • to time out. To configure line park, select PBX > Line Park Configuration. MAXCS ACC 6.0 Administration Manual 259...
  • Page 274 Play greeting phrase to caller when parked—Select this option to have the • system play the greeting phrase you select from the drop-down box, before playing music on hold. Specify whether to play the greeting once only, or every x seconds. MAXCS ACC 6.0 Administration Manual...
  • Page 275 #51, followed by the Park Line ID. 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. MAXCS ACC 6.0 Administration Manual 261...

  • Page 276: C Hapter

    Chapter 21: Line Park Configuration MAXCS ACC 6.0 Administration Manual...

  • Page 277: Hapter

    The workgroup is an automatic call distribution (ACD) feature designed to enhance customer service operations with queuing, distribution, agent management, real-time status, and call logging capability. The AltiGen system allows up to 64 groups to be configured, including workgroups, hunt groups, and paging groups.
  • Page 278 • View agent’s daily performance statistics • 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) • MAXCS ACC 6.0 Administration Manual...
  • Page 279 AltiSupervisor can change a call’s priority level if the WG’s supervisor queue control • option is enabled. (Allow Call Redirect/Priority Change) MAXCS ACC 6.0 Administration Manual 265...

  • Page 280: Creating And Configuring Workgroups

    Notification—set preferences and options for voice mail notifications. • Call Handling—set call forwarding, call waiting, and call handling preferences and • options. Queue Management—set queue phrases, overflow routing, queue announcements • and queue quit option. MAXCS ACC 6.0 Administration Manual...

  • Page 281: Setting Up Workgroups

    (1111), consecutive digit strings (1234), or digits that match the extension (Ext. 101 using 1012, 9101, 10101, etc.) are not recommended. The letters map to numbers (on a phone, for example) as follows: MAXCS ACC 6.0 Administration Manual 267...

  • Page 282: Setting Call Restrictions

    Caution! sure the password is properly configured to prevent an intruder from using this voice mail box to make an outbound call. AltiGen recommends that you leave the fourth option unchecked for all workgroups at all times. MAXCS ACC 6.0 Administration Manual...

  • Page 283: Service Level Threshold

    ...divided by at least one of the following three options: Total Answered Calls – Total Abandoned Calls – Total Overflowed/Redirected Calls – Workgroup Recording Options The system administrator can specify the following workgroup call recording options for a workgroup: MAXCS ACC 6.0 Administration Manual 269...
  • Page 284 For each agent you can change the option Record N out of 10 calls. For example, if you set to record 4 out of 10 calls, the 1st-4th and 11th-14th, and so on, will be recorded. Using this example, in the following table the shaded calls will be recorded: MAXCS ACC 6.0 Administration Manual...

  • Page 285: Establishing Workgroup Membership

    – workgroup, all outbound calls are non-workgroup calls. Establishing Workgroup Membership Add agent extensions to a workgroup on the Group Member tab in the Workgroup Configuration window. Figure 3. Workgroup Configuration, Group Member tab MAXCS ACC 6.0 Administration Manual 271...

  • Page 286: Log In/Out A Group Member

    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. MAXCS ACC 6.0 Administration Manual...

  • Page 287: Disabling A Mailbox

    For example, the default e-mail name for workgroup 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. MAXCS ACC 6.0 Administration Manual 273...

  • Page 288: Setting Mailbox Playback Options

    Announce Message Selected, the user hears the name of the message Sender Before Playback sender (internal sender only) before listening to recorded AltiGen Voice Mail System messages. Announce Time Stamp Selected, the user hears the timestamp (time and Before Playback date) of each message before playback.

  • Page 289: Press "0" Option

    Notification tab in the Workgroup Configuration window, and select the workgroup number from the Group List. Figure 5. Workgroup Configuration, Notification tab Individual users can also configure Message Notification within the AltiGen Voice Mail System. MAXCS ACC 6.0 Administration Manual 275...

  • Page 290: Setting The Message Types For Notification

    System Main Number (as configured on the General tab of System Configuration), which will be displayed on the user’s pager. The operator is also given the option to repeat these numbers by pressing ‘#’. MAXCS ACC 6.0 Administration Manual...

  • Page 291: 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. MAXCS ACC 6.0 Administration Manual 277...

  • Page 292: 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 below the option. • MAXCS ACC 6.0 Administration Manual...

  • Page 293: Handling Unanswered Calls

    Setting IntraGroup Call Distribution The IntraGroup Call Distribution options let you set the handling of normal inbound calls: how to route the incoming call to a workgroup agent, using one of the following options: MAXCS ACC 6.0 Administration Manual 279...
  • Page 294 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 278. MAXCS ACC 6.0 Administration Manual...

  • Page 295: Queue Management

    (round up to minutes) Expected Queue Time = [(Average Call Handling Time x Queue Position) + 59 sec] / 60 sec MAXCS ACC 6.0 Administration Manual 281...

  • Page 296: Expected Wait Time Sampling

    Restrictions” on page 207. If you choose Outside Number, select a trunk or route access code to use in the small drop-down list on the left, and type in the full prefix and phone number. MAXCS ACC 6.0 Administration Manual...

  • Page 297: Supervisor Queue Control

    To require logout reasons, check the Logout reason code required check box. To define reason codes, type the associated reason into the text box next to the code you want to associate with the reason. MAXCS ACC 6.0 Administration Manual 283...

  • Page 298: C Hapter

    Chapter 22: Workgroup Configuration MAXCS ACC 6.0 Administration Manual...

  • Page 299: Hapter

    Option to announce participant's name when joining or leaving the conference. This • feature can be configured by the meeting scheduler. Meeting host can Mute/Un-Mute, and drop meeting participants using the desktop • client. Meeting host can surrender the meeting control to another extension. • MAXCS ACC 6.0 Administration Manual 285...

  • Page 300: Setting The Meetme Conference Extension

    To open the MeetMe Conference window, do one of the following: Click the MeetMe Conference button on the toolbar. • Select PBX > MeetMe Conference Management. • The MeetMe Conference window opens: MAXCS ACC 6.0 Administration Manual...

  • Page 301: 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. MAXCS ACC 6.0 Administration Manual 287...
  • Page 302 To select a date, click the Calendar button. When the calendar is open, use the Up/Down arrows to select the year, or you can type in a year and then press Enter. Click the Calendar button again to close the calendar. MAXCS ACC 6.0 Administration Manual...

  • Page 303: Creating A Meeting

    Frequency Select the frequency of this meeting from the drop-down list. A “weekly” or “monthly” meeting can actually be specified as every 2nd week/month or every 3rd week/ month, and so on. MAXCS ACC 6.0 Administration Manual 289...
  • Page 304 If the meeting is to begin at another time, select On Date, and enter a date and start time. To select a date, click the Calendar button. To select a start time, click the Down arrow and use the slide bar. MAXCS ACC 6.0 Administration Manual...
  • Page 305 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. MAXCS ACC 6.0 Administration Manual 291...

  • Page 306: E-Mailing A Meeting Invitation

    Outlook. The meeting invitation is pasted into a new message in Outlook, and the Outlook Subject field is filled in with “Conference Call Invitation”. Choose the people to whom you want to send the invitation, make any edits you may want to make, and click Send. MAXCS ACC 6.0 Administration Manual...

  • Page 307: 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. MAXCS ACC 6.0 Administration Manual 293...

  • Page 308: Joining A Meeting

    Users are prompted to dial the meeting number. If the meeting has not yet started, the user hears an appropriate message and can try again later. If a passcode is required, the user is prompted to enter the passcode. MAXCS ACC 6.0 Administration Manual...

  • Page 309: Hapter

    • WAN Bandwidth The following table lists bandwidth requirements for various transmission media with different codecs and frame sizes. It assumes silence suppression is not turned on. (The same table appears on page 304.) MAXCS ACC 6.0 Administration Manual 295...

  • Page 310: 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. MAXCS ACC 6.0 Administration Manual...

  • Page 311: Network Configuration Guidelines For Altigen Ip Phones

    The section discusses the configuration guidelines when AltiServ is behind NAT (Network Address Translation) and communication to AltiGen IP phones, IPTalk, or another AltiServ is over WAN. AltiGen SIP phones support NAT traversal, which does not require special settings on the NAT router at the remote site.
  • Page 312 For the Remote IP Phone Using NAT IP Phone 3 • When configuring remote IP Phone 3, you should set up the MAXCS IP address to Router 1’s public IP address — 169.254.56.169. Router 2 • MAXCS ACC 6.0 Administration Manual...

  • Page 313: Vpn Network Configuration Example

    Chapter 24: Network Configuration Guidelines for VoIP No special configuration is needed for Router 2. Also, more than one AltiGen SIP phone can sit behind Router 2. For an H.323 IP Call from Another MAXCS on the Internet Another MAXCS can make an H.323 IP call to this MAXCS by calling the public IP address of the MAXCS , which is 169.254.101.2.
  • Page 314 (specifies the public IP Address address of the remote gateway which can access the VPN tunnel at the branch office) Linksys is for reference only. AltiGen has not certified this product or any other router at this time. MAXCS ACC 6.0 Administration Manual...
  • Page 315 (Corporate Network) in this local private network through the VPN tunnel) Remote Security Gateway: 169.254.56.159 (specifies the public IP address of (Router 1’s public IP the corporate VPN-enabled Address gateway) MAXCS ACC 6.0 Administration Manual 301...

  • Page 316: C Hapter

    Chapter 24: Network Configuration Guidelines for VoIP MAXCS ACC 6.0 Administration Manual...

  • Page 317: Hapter

    NAT Support—configure VoIP NAT traversal when the server is behind NAT using a • private IP address. IP Dialing Table—define IP dialing digits and codec for VoIP dialing to other AltiGen • systems or certified third-party IP devices. IP Codec Table—define the codec and data pipe for AltiGen IP phones and SIP •...

  • Page 318: Understanding Voip Bandwidth Requirements

    It assumes silence suppression is not turned on. (The same table appears on page 295.) VoIP Bandwidth requirement for WAN connection varies depending on the type of WAN. Bandwidth requirement typically is less than Ethernet requirement. MAXCS ACC 6.0 Administration Manual...

  • Page 319: Opening Enterprise Manager

    If your MAXCS system is using dynamic IP addressing, you will see the WARNING! following warning message when launching Enterprise Manager. Please check the Internet Protocol (TCP/IP) Properties of your server NIC interface and assign a fixed IP address to this server. MAXCS ACC 6.0 Administration Manual 305...
  • Page 320 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. MAXCS ACC 6.0 Administration Manual...

  • Page 321: Changing The Enterprise Manager Password

    To change the password, click the Password button at the top of the Enterprise Manager window. The following dialog box opens: Enter the old password, and the new password. Confirm the password, and click OK. MAXCS ACC 6.0 Administration Manual 307...

  • Page 322: Setting Voip Codec Profiles

    • To open a window where you can set or modify codec profiles, click the Codec button in the Enterprise Manager toolbar. The following window opens: Figure 1. Codec profile setting window in Enterprise Manager MAXCS ACC 6.0 Administration Manual...
  • Page 323 When silence suppression is enabled, and silence is Silence Suppression detected during a call, MAXCS 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. MAXCS ACC 6.0 Administration Manual 309...

  • Page 324: Assigning Codec Profiles To Ip Addresses

    You can specify what codec profile to use when connecting to the following VoIP devices: IP phones on the LAN • a remote IP phone over WAN • a remote AltiGen system over WAN • SIP Trunk service provider over WAN • multiple gateways on the LAN •...
  • Page 325 You cannot use the minimum and maximum values (0.0.0.0. and 255.255.255.255). 3. Click OK. If you have multiple gateways controlled by an MAXCS host system, you need to configure an Inter Gateway Codec profile. MAXCS ACC 6.0 Administration Manual 311...

  • Page 326: 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. MAXCS ACC 6.0 Administration Manual...

  • Page 327: Defining Your Network

    If you have VPN service over public WAN, you must enter the VPN IP address range • and define the Pipe as Public. If the AltiGen system and this VPN IP addresses are behind the same NAT router, you need to check the Private Network check box.

  • Page 328: 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 MAXCS ACC 6.0 Administration Manual...

  • Page 329: Configuring Altiserv Behind Nat

    Suppose your company has a T1 line configured as half voice PRI and half data service. There are 12 remote employees using IP phones connecting to the AltiGen system. Because bandwidth is limited, you would like to regulate the bandwidth used by VoIP.

  • Page 330: Defining The Ip Dialing Table

    H.323 and SIP dual protocol. It also supports SIP TCP protocol, required for Microsoft Exchange 2007 integration. If you have an AltiGen Exchange Integration License and are integrating Exchange 2007 with AltiServ, you need to add an entry in the IP Dialing Table for this.
  • Page 331 ID and statuses of the global servers in this VoIP domain. To add an entry to the IP Dialing Table, click the Add button below the table. The following dialog box opens: MAXCS ACC 6.0 Administration Manual 317...
  • Page 332 Description Server ID 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. Server Name A descriptive name of up to 15 characters to identify the server.

  • Page 333: The Multi-Site Voip Domain

    Publish as Global button below the table. The Multi-site VoIP Domain A group of AltiGen systems can form a VoIP domain where they share the same global extension directory and call routing rules. The VoIP domain is based on VoIP framework and uses IP tie-trunks to interconnect among different sites.
  • Page 334 The name of the server appears in the Location Name field, and the name of your AltiGen product appears in the Switch Type field (MAX Communication Server ACC or MAX Communication Server ACM). The domain name is blank, and the server role is currently Stand-alone.

  • Page 335: Declaring Additional Servers For The Voip Domain

    2. Select VoIP > Multi-Site Domain Configuration. The Enterprise Location Manager window opens. The name of the server and the name of the AltiGen product appear in the top box. 3. Check the Allow this server to be added to domain check box.

  • Page 336: Working With Servers In The Voip Domain

    Master—One VoIP domain system must be assigned as Domain Master to propagate configuration data to member AltiServs. The master acts as a central server to accept the connection, synchronize change from one site to the other sites, and authenticate users. MAXCS ACC 6.0 Administration Manual...

  • Page 337: Adding A Server To A Voip Domain

    Enter the IP address of the server. Server ID A unique dialing number to connect to this server. Member Key Enter this server’s member key. (Configured in this server’s Enterprise Location Manager: VoIP > MultiSite Domain Configuration). MAXCS ACC 6.0 Administration Manual 323...

  • Page 338: Rejoining A Server To The Voip Domain

    (This ID is set in MaxAdmin: System > General tab.) 4. In Enterprise Manager, Global Server Location panel, select the slave and click the Rejoin button to synchronize the slave with the domain. MAXCS ACC 6.0 Administration Manual...

  • Page 339: Managing Voip Domain Users

    Resolve conflicting extensions and groups to global user or back to local user (on the • Resolve tab). Relocate an extension from one location to another location with optional voice mail • (on the Resolve tab). The General tab displays read-only information about the selected extension. MAXCS ACC 6.0 Administration Manual 325...

  • Page 340: The Scope Of An Extension In The Voip Domain

    Global extension box. If this box is not checked, the newly added extension is a local extension. The scope of an extension shows the relationship of the extension to other member systems. In Enterprise Manager, a selected extension’s scope appears on the Resolve tab: MAXCS ACC 6.0 Administration Manual...
  • Page 341 System A is configured as the VoIP domain Master. Assuming there is no conflict , the following table shows the Scope relationship of Global vs. Remote: System A (VoIP domain Master) System B System C Global Remote Remote Remote Global Remote Remote Remote Global MAXCS ACC 6.0 Administration Manual 327...

  • Page 342: Changing An Extension's Scope From Local To Global

    1. Select the extension in the User panel, and click the Resolve tab. 2. Select the server name/extension where you would like the Global extension to reside. 3. Click the Change to Global button. MAXCS ACC 6.0 Administration Manual...

  • Page 343: Changing An Extension's Scope From Global To Local

    Situation 2: One or more Global with conflict Before you make the change, the scope of extensions 403 and 404 is as follows: Ext. System A System B System C Global Local Local Global Global Local MAXCS ACC 6.0 Administration Manual 329...

  • Page 344: 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. MAXCS ACC 6.0 Administration Manual...
  • Page 345 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). MAXCS ACC 6.0 Administration Manual 331...

  • Page 346: Configuring Departments In A Multi-Site Domain

    MaxCommunicator, the department is displayed on the directory and monitor tabs. In Enterprise Manager, the department is displayed in the User list. Departments can also be seen in CDR Search. To define a department and assign or remove members from a department, click the Department button. MAXCS ACC 6.0 Administration Manual...
  • Page 347 2. To add non-member extensions to the department, select the extensions and click Add. 3. To delete extensions from the Member Extensions list, select the extensions, and click Remove. To remove all member extensions from a department, click Remove All. MAXCS ACC 6.0 Administration Manual 333...

  • Page 348: Configuring Global Least Cost Routing

    Restriction tab of Extension Configuration. To configure global Least Cost Routing 1. Click the Global LCR Button. 2. On the Global LCR screen, click the Add button. The Add Route dialog box appears: MAXCS ACC 6.0 Administration Manual...

  • Page 349: When Information May Be Out Of Sync

    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. MAXCS ACC 6.0 Administration Manual 335...

  • Page 350: C Hapter

    Chapter 25: Enterprise VoIP Network Management MAXCS ACC 6.0 Administration Manual...

  • Page 351: Hapter

    H A P T E R Redundancy Configuration MAX Communication Server 6.0 Update 1 provides for system redundancy (a Redundancy license is required). Two Softswitch servers, primary and secondary, must be set up and connected through a Dataprobe A\B switch box (KAB). The two servers maintain a keep-alive connection between them directly, AltiServ to AltiServ.

  • Page 352: Cases When Switchover Occurs

    Chapter 26: Redundancy Configuration Figure 1. Redundancy topology To realize the shared IP addresses, each Softswitch server needs two network integration cards (NIC cards) set up, one for sharing and another for redundancy control and system maintenance. A single redundancy IP address should be assigned to the redundancy NIC card.

  • Page 353: How Calls Are Affected When Switchover Occurs

    • the call is reset by the standby server. The value of timeout can be changed in the registry. The path is "HKEY_LOCAL_MACHINE\SOFTWARE\AltiGen Communications, Inc.\AltiWare", and the key name is "RedundCallConnectTimeout". After changing the timeout value, you must restart the server to apply the change.

  • Page 354: Firmware Requirement

    Chapter 26: Redundancy Configuration Firmware Requirement IP phone firmware 2x72 or above is required for a redundancy system. Software Requirements Some system components must be installed on separate servers. This section discusses Voice Mail service, voice recording storage location, CDR Logger, CDR database, Enterprise Manager, and other applications.

  • Page 355: Configuration Procedures

    Chapter 26: Redundancy Configuration 5. At the secondary system, install MAXCS 6.0 Update 1 software. The virtual board types (H323SP, SIPSP, and/or HMCP), must mirror the virtual board types installed on the primary system. 6. Set up the Dataprobe K-AB system. Make sure the IP address of the primary, secondary and K-AB system are static.

  • Page 356: Checking The Status

    Chapter 26: Redundancy Configuration 3. Configure boards, and reboot if necessary. The configuration of virtual boards H323SP, SIPSP, and HMCP must be identical to the primary system. This configuration must be done manually. 4. Don't change any other configurations. 5. Select System > Redundancy to open the Redundancy dialog box (see Figure 2). Select Secondary as the system role.

  • Page 357: Configuring The Nics

    Chapter 26: Redundancy Configuration Figure 3. Redundancy Administration window shows the status of both systems Current Status: shows which server is in control. Shows the time of the last switchover and the reason for the switchover. Primary System and Secondary System: shows the status of the two systems. If a server is running, the Switching Service field displays "Up".
  • Page 358 Chapter 26: Redundancy Configuration 3. Enter an IP address and subnet for the NIC. When configuring the second NIC on the Softswitch, use the same subnet. 4. For the sharing NIC, set the Default gateway. For the redundancy control NIC, leave the Default gateway field empty. 5.

  • Page 359: Configuring The Vm Server For Nat Support

    Chapter 26: Redundancy Configuration 6. Click OK. 7. Go to Control Panel > Network Connections. From the menu, select Advanced > Advanced Settings. Move the shared NIC to be the first one in the Connections panel. 8. Click OK. Configuring the VM Server for NAT Support If the Softswitch and the Voice Mail server are running behind NAT, and AltiAgent or MaxCommunicator need to traverse NAT to connect to the Softswitch and VM server, you must configure VM server NAT support in Enterprise Manager: On the Servers page,...

  • Page 360: Monitor Status, Configure Addresses For Enterprise And Vm Servers

    Chapter 26: Redundancy Configuration Figure 4. Enabling VM server NAT support 1. Check Enable VM Server NAT Support. 2. Check Enable Virtual IP Addresses Support. 3. Click the Advanced button. 4. Double-click the VM Server IP address to configure the address. Monitor Status, Configure Addresses for Enterprise and VM Servers You can monitor the status and configure the addresses of the Enterprise server and the...

  • Page 361: When The Address Of The Softswitch Server Changes

    Chapter 26: Redundancy Configuration Figure 5. Monitoring the status and configuring the addresses of VM server and Enterprise server When the Address of the Softswitch Server Changes Configure the new address on the VM server and the Enterprise server. VM Server If the address of the Softswitch is changed, you need to configure the new address on the VM server so that the VM server can connect to the correct softswitch.

  • Page 362: Enterprise Server

    Chapter 26: Redundancy Configuration Click the Configure button beside the Current Server Address field to change the address. Enterprise Server If the address of the Softswitch is changed, you need to configure its new address on the Enterprise server so that the Enterprise server can accept the new Softswitch connection.

  • Page 363: Manually Switching Over

    2. Double-click the AltiGen Enterprise Service entry, and change the address in the Start Parameters field. 3. After applying the change, you have to stop and start this service again in AltiGen Java Services Manager to make the change effect. To do so, click the Stop button in the Service Status section, then click the Start button.

  • Page 364: Getting Notified When The System Switches Over

    Chapter 26: Redundancy Configuration Getting Notified When the System Switches Over When a system switches over through the Redundancy feature or when the Dataprobe switch box is down, the system can be configured to make calls to pre-configured extensions, groups, or outside numbers. To enable this option, in MaxAdministrator go to Extension Configuration >...

  • Page 365: Limitations

    Chapter 26: Redundancy Configuration Figure 7. Message from inactive system In MaxAdmin, dialog boxes that are invoked from the following locations are for board- level configuration: Boards View • Line Properties on the General tab of Extension Configuration • Trunk Properties in the General tab of Trunk Configuration •...
  • Page 366 Chapter 26: Redundancy Configuration If the board configuration for the default gateway is changed, or the license for the • SIP-Trunk is changed, you must reboot both the primary and secondary systems to make the change take effect. The correct order for reboot is: 1) shut down inactive system;...

  • Page 367: 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 MAXCS ACC 6.0 Administration Manual 353...

  • Page 368: Ip Cumulative Traffic Statistics

    Total size (in bytes) of all voice packets sent to other systems over the public or private IP network. Bytes Received Total size (in bytes) of all voice packets received from other systems over the public or private IP network. MAXCS ACC 6.0 Administration Manual...

  • Page 369: Resetting Cumulative Statistics

    You can reset the IP Cumulative Traffic Statistics by clicking the Reset button. Also, this window automatically resets all fields to 0 when the MAXCS system is shut down and restarted. Statistics gathered before the reset are not saved. MAXCS ACC 6.0 Administration Manual 355...

  • Page 370: C Hapter

    Chapter 27: System Report Management MAXCS ACC 6.0 Administration Manual...

  • Page 371: Microsoft Exchange Integration

    H A P T E R Microsoft Exchange Integration This chapter provides step-by-step instructions for configuring Microsoft Exchange integration with MAX Communication Server ACC/ACM 6.0. An AltiGen Exchange Integration license is required for each extension using Note: Exchange integration. Three integration options are possible: Synchronize with Exchange 2003/2007 •...
  • Page 372 The MAXCS system and the Exchange server system must belong to the same • domain, with a network throughput rate of no less than 100Mbps and without any Web proxies in between. AltiGen Services must be installed and started with the user account • <Domainname>\AltiGen_<AltiServSystemName>. For example, ALTICHINA\AltiGen_TELESYSTEM.
  • Page 373 Chapter 28: Microsoft Exchange Integration Figure 1. Windows Services window Select AltiGen Switching Service COM Server, right-click and select Properties. A Service startup options dialog box opens: Figure 2. Service Startup options dialog box Under “Log on as”, select This account, and set <DomainName>\AltiGen_<ServerName>...

  • Page 374: Exchange Server Configuration

    After verifying the prerequisites for the AltiServ and Exchange Server systems, you can start configuring the two systems to enable the Exchange integration features. This section describes the configurations to be performed in the Exchange Server. MAXCS ACC 6.0 Administration Manual...
  • Page 375 Right-click on the Users folder and select New, then select User. Figure 3. Active Directory Users and Computers Window (Exchange 2003) 8. Enter the necessary information for the new mailbox user. Figure 4. New Object User (Exchange 2003) MAXCS ACC 6.0 Administration Manual 361...
  • Page 376 Click Next to select New User. In the User Information screen, enter the user’s first and last names in those fields. Figure 6. New Mailbox screen (Exchange 2007) Enter the first and last name in the User Logon Name field. MAXCS ACC 6.0 Administration Manual...
  • Page 377 In the Mailbox Settings screen, enter the Alias name. Click Browse beside the Mailbox Database field, and select the MAXCS mailbox location. Click Next. Click New to create the new user name. The completion screen should display that the creation of the new user was successful: MAXCS ACC 6.0 Administration Manual 363...

  • Page 378: Exchange Configuration

    Server 2007 > Exchange Management Console.) Figure 9. Microsoft Exchange Manager, Exchange 2003 (Figure 5 on page 362 shows the Exchange 2007 Management Console) 2. Right-click on the desired server and select Properties to get the following Server Properties window: MAXCS ACC 6.0 Administration Manual...
  • Page 379 Figure 10. Server 2003 Properties window, Exchange Manager 3. Go to the Security tab and click Add. Figure 11. Server 2003 Properties, Security tab 4. This opens a Select Users, Computers or Groups window. Click the Advanced button. MAXCS ACC 6.0 Administration Manual 365...
  • Page 380 Figure 13. 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. MAXCS ACC 6.0 Administration Manual...
  • Page 381 Figure 14. Selecting AltiGen Server from Select Users, Computers or Groups Advanced Window, Server Properties 7. In the Select Users, Computers, or Groups Window, the AltiGen server you selected will appear in the 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.

  • Page 382: Enabling The Exchange Server

    Exchange 2007 Native VM integration uses the extension number and the Note: extension’s first and last names to link between MAXCS and Exchange. Exchange 2003 / 2007 synchronization uses only the Extension’s first and last names as the link. MAXCS ACC 6.0 Administration Manual...
  • Page 383 Exchange Server to be synchronized, the First Name and Last Name are exactly as they appear in their corresponding extensions in MaxAdmin. Note: The Middle Initial field should be empty for Exchange Server mail accounts in order for Exchange integration to work properly. MAXCS ACC 6.0 Administration Manual 369...

  • Page 384: Enable Exchange Integration In Maxadmin

    Apply. This completes the configuration for the Synchronize with Exchange 2003/2007 option. The other two options require some additional configuration. See “Additional Steps for Bridged Access and Native VM Integration” on page 374. MAXCS ACC 6.0 Administration Manual...

  • Page 385: Testing The Exchange Server Setup

    If any of these tests fail, consult the “Troubleshooting Tips” section. Troubleshooting Tips To check the profile for the service account 1. Log on to the MAXCS system as the AltiGen service account (for example, AltiGen_telesystem). You will need the password you set up when you installed MAXCS.
  • Page 386 Chapter 28: Microsoft Exchange Integration 1. Log on as AltiGen Service Account. 2. Shut down Altigen Exchange Integration Service from Control Panel > Administrative Tools > Services, then open Control Panel > Mail (or Mail and Fax) and click Show Profiles. Remove the service profile.

  • Page 387: 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.

  • Page 388: Additional Steps For Bridged Access And Native Vm Integration

    2. After creating the dial plan, you need to assign the plan on the server. Go to Server Configuration > Unified Messaging, select the server and click Properties. Click the UM Settings tab, and assign the dial plan. MAXCS ACC 6.0 Administration Manual...
  • Page 389 6. In the Extension Configuration screen, enter the user’s MAXCS extension number in the Manually entered mailbox extension field and click Next (for each user, make sure the extension number is the same in MaxAdmin and the Exchange User Mailbox): MAXCS ACC 6.0 Administration Manual 375...
  • Page 390 Default Policy Properties > Dialing Restrictions tab, clear the two check boxes, and click OK. 9. In Enterprise Manager > IP Dialing Table, add an entry and select the protocol as SIP/TCP. For example: MAXCS ACC 6.0 Administration Manual...

  • Page 391: Additional Configuration For Native Vm Integration

    If users experience a problem making calls to the Exchange 2007 server, make sure the MSXML 6.0 Parser has not been deleted from the server. Without it, the speech engine services cannot play voice prompts. MAXCS ACC 6.0 Administration Manual 377...
  • Page 392 Chapter 28: Microsoft Exchange Integration MAXCS ACC 6.0 Administration Manual...

  • Page 393: Hapter

    Telephony Application Programming Interface (TAPI)—you can install AltiGen’s TAPI gateway to use this functionality through your MAXCS installation. An AltiGen TAPI License is required for each extension using the TAPI feature. MAXCS implements its TAPI service provider based on TAPI 2.1 and, for the Windows Vista operating system, TAPI 3.1.

  • Page 394: Setting Up The Client

    Note: the server. Otherwise, it won’t be able to detect your devices. To install AltiGen TAPI Service Provider on the client system 1. On your MAXCS CD-ROM, open the TAPI Gateway folder. 2. Open the Tapi_Client subfolder, and run SETUP.EXE.
  • Page 395 5. Choose AltiGen (TM) Communications Service Provider and click Configure. The AltiGen TAPI Device Detect dialog box opens. 6. In the AltiGen TAPI Device Detect dialog box, click the Configuration button to verify that the client extension is available. 7. If you have any type of error, Windows will let you know what the possible causes could be.

  • Page 396: Set Up Phone Dialer

    You can reconfigure the client extension in the Device Detect window. (See “Changing TAPI Configuration Parameters” on page 385.) If the client extension is not in the AltiGen TAPI Device Detect window, verify Note: that the windows services "Remote Access Connection Manager" and "Telephony"...

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

    Reboot the client system after any configuration changes to make sure the Note: changes take effect completely. Making a Call in Microsoft Outlook Before making a call, configure the Outlook New Call configuration. MAXCS ACC 6.0 Administration Manual 383...
  • 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. MAXCS ACC 6.0 Administration Manual...

  • Page 399: Changing Tapi Configuration Parameters

    2. In the Phone and Modem Options dialog box, click the Advanced tab. 3. Choose AltiGen (TM) Communications Service Provider and click Configure. 4. In the AltiGen TAPI Device Detect dialog box, click Configure. 5. In the AltiGen TAPI Configuration dialog box, click Extension.
  • Page 400 Chapter 29: TAPI Integration MAXCS ACC 6.0 Administration Manual...

  • Page 401: Hapter

    Services > Work/Hunt Group Converter. AltiGen Board Test This is an AltiGen hardware test tool for system hang and other hardware-related problems. It tests the following on all AltiGen boards: Board memory from host or from both host and DSP •...

  • Page 402: Ct-Bus Test Tool

    To run the CT-Bus Test Tool: 1. Stop AltiGen Switching Services before running this utility. 2. Launch CT-Bus Test Tool from Start > All Programs > MAX Communication Server ACC/ACM > Gateway Tools > CT-Bus Test Tool.

  • Page 403: Backup And Restore Utility

    ACC/ACM > Utilities > ACC/ACM Backup and Restore. Figure 3. System Data Management window The System Data Management window can only be accessed at the primary Note: MAXCS system; it is not available from a remote MaxAdmin client. MAXCS ACC 6.0 Administration Manual 389...

  • Page 404: 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. MAXCS ACC 6.0 Administration Manual...

  • Page 405: Restoring Backed Up Files

    2. In the System Data Management window, select the Restore icon to view the Restore Configuration dialog box. Figure 6. Restore Configuration dialog box 3. Under Components, select the file groups you want to restore. MAXCS ACC 6.0 Administration Manual 391...

  • Page 406: Maxadmin & Extension Security Checker

    MAXCS version. If incompatible files are restored, the phone system will fail to restart! 5. Click OK to start the restore process. 6. When you are finished restoring backed up files, restart the AltiGen switching services. MaxAdmin & Extension Security Checker MaxAdmin &...

  • Page 407: Checking Extension Security

    Contains 4-8 digits • Is different from the extension • Is different from the default system password • Does not consist of consecutive numbers • Does not consist of a repetition of the same digit • MAXCS ACC 6.0 Administration Manual 393...
  • Page 408 Unsecure Elements panel. 5. (Optional) Click Export to export the data in the Extension List to a text file. You are advised to run this security check periodically and remind extension users Note: to use secure passwords. MAXCS ACC 6.0 Administration Manual...

  • Page 409: Start & Stop All Altigen Services

    The Trace Collector first examines the running status of AltiServ and gateway, and then checks whether each trace status is on or off. If a trace status is turned off, the AltiGen system will not produce those traces. A message box pops up if AltiServ and the gateway are not running or an important trace status is off.
  • Page 410 #66. The default value is 2 hours. Case Number: Enter the AltiGen case number associated with this trace collection activity. The case number will comprise the first part of the file name of the collected trace package.
  • Page 411 Runs acdump.exe to dump the AltiConnect Trace, and then collects the trace. If Trace Collector is running on the stand-alone gateway machine, this option is hidden. Windows Event log • Extracts the system and application event log from the Windows system. MAXCS ACC 6.0 Administration Manual 397...

  • Page 412: Limitations

    Explore Storage Folder: Opens the storage folder in a new explorer window. Upload Package to FTP: Opens an FTP configuration dialog box. After you complete the required configuration, Trace Collector uploads the selected package to the AltiGen Tech Support FTP site.

  • Page 413: Voice File Converter

    Chapter 30: Tools and Applications Voice File Converter This tool converts phrase, greeting, and music files from .wav to AltiGen format and vice versa. To open the tool, from the Windows Start menu, select All Programs > Utilities > Voice File Converter.

  • Page 414: Read Config

    Click View to see your latest HTML file 2. Make selections in the dialog box. If you will be sending a configuration file to AltiGen Technical Support, check ReadOE Data File, and select a folder for the .dat file. 3. Click Go.

  • Page 415: 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 – MAXCS ACC 6.0 Administration Manual 401...
  • Page 416 (by selecting the agent and clicking the Convert Agent button or by checking the Agent check box in the Extension Configuration window before converting). To convert, select the hunt group (indicated in the Type field) and click the Convert Group button or double-click the hunt group. MAXCS ACC 6.0 Administration Manual...

  • Page 417: Ppendix

    It is important to make sure the trunk channel properties are configured properly. Continue to follow the steps below to re-check your settings for the physical layer, data link layer and signaling layer. MAXCS ACC 6.0 Administration Manual 403...
  • Page 418 Do not check the System Clock Master check box because the CO is a clock provider, and the AltiGen system is synchronized to the CO. If all configurations are correct, the status should be shown as “OK,” as in Figure 1.
  • Page 419 The circled fields in Figure 3 represent values that depend on your country and its corresponding trunk property. Consult your CO to find out if caller ID digits are provided in the lines. Note: MAXCS ACC 6.0 Administration Manual 405...
  • Page 420 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 MAXCS ACC 6.0 Administration Manual...
  • 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 MAXCS ACC 6.0 Administration Manual 407...
  • Page 422 For 3-digit DID, set to (113)6 For 4-digit DID, set to (1113)6 For 5-digit DID, set to (11113)6 For 6-digit DID, set to (111113)6 For 7-digit DID, set to (1111113)6 For 8-digit DID, set to (11111113)6 MAXCS ACC 6.0 Administration Manual...
  • 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 MAXCS ACC 6.0 Administration Manual 409...
  • Page 424 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 MAXCS ACC 6.0 Administration Manual...
  • 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 MAXCS ACC 6.0 Administration Manual 411...
  • Page 426 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 MAXCS ACC 6.0 Administration Manual...
  • 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 MAXCS ACC 6.0 Administration Manual 413...
  • Page 428 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 MAXCS ACC 6.0 Administration Manual...

  • Page 429: E1 Isdn Pri Installation

    1. Change the Configure Type to E1: From Boards view, double-click the board to be configured to open the Board Configuration window. In the Board Configuration window, click the Board Configuration button. MAXCS ACC 6.0 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. MAXCS ACC 6.0 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). MAXCS ACC 6.0 Administration Manual 417...
  • Page 432 Restart Spain ETSI Restart Taiwan Bellcore, ETSI None Thailand ETSI Restart ETSI (for DASS II/DPNSS) Restart UK, Ireland ETSI, British Telecom ISDN None Bellcore TR 1268 Restart and Service USA, Canada AT&T TR 41449/41459 Restart MAXCS ACC 6.0 Administration Manual...

  • Page 433: Ppendix

    Loop Start (not recommended) • Trunk Type: • 2-Way DID (recommended) • • Framing: Super Frame (SF)/D4 • Extended Super Frame (ESF) (recommended) • Line Coding: Alternate Mark Inversion (AMI) • B8ZS (recommended) • MAXCS ACC 6.0 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. MAXCS ACC 6.0 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. MAXCS ACC 6.0 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. MAXCS ACC 6.0 Administration Manual...

  • Page 437: Network Ports

    Network Ports If MAXCS 6.0 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 10032 10060 10064 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: MAXCS ACC 6.0 Administration Manual...
  • Page 439 UDP 10060 • UDP 30,000~31,000 • TCP 10064 • MAXCS ACC 6.0 Administration Manual 425...
  • Page 440 MAXCS ACC 6.0 Administration Manual...

  • Page 441: Ppendix

    Eligibility: AltiGen provides technical support to Authorized AltiGen dealers and distributors only. End user customers, please contact your Authorized AltiGen Dealer for technical support. How To Reach AltiGen Technical Support Authorized AltiGen dealers and distributors may contact AltiGen technical support by any of the following methods: You may request technical support on AltiGen’s dealer web site, at https://...

  • Page 442: Product Repair

    The intensive courses were developed under the guidance of the AltiGen corporate office with the help of dealers, installers, and customers. AltiTraining’s comprehensive curriculum is based on the same format AltiGen uses to train their engineers and dealers. Experienced telecommunications professionals teach AltiTraining classes and they bring a wealth of real-life experience to every course.
  • 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). • MAXCS ACC 6.0 Administration Manual 429...
  • Page 444 MAXCS ACC 6.0 Administration Manual...

  • Page 445: Appendixe

    295 for details. 3. Check the IP address of the destination system. 4. Check the RTP and RTCP settings. Make sure UDP port numbers 49152-49199 are not assigned to other applications. RTP/RTCP stands for Real-Time Transport MAXCS ACC 6.0 Administration Manual 431...
  • Page 446 1. Device Driver is Not Running. Check the device driver. Make sure it’s installed and working properly. Triton VoIP Board is Not Installed Properly. Refer to the Quick Installation Guide for details on proper installation of the Triton VoIP board. MAXCS ACC 6.0 Administration Manual...

  • Page 447: Index

    200 H323SP, configuring 134 requirements 103 answer options 210 MAX, configuring 141 trunk based recording 104 answering mobile extension, configuring call recording configuration 103 huntgroup call handling 252 call reports 58 workgroup call handling 279 MAXCS ACC 6.0 Administration Manual...
  • Page 448 285 detaching a gateway 74 name 273 configuration 206 diagnosing tools 387 email audio peripheral 62 Diagnostic menu 31 name 200 extension 185 dialed digit translator 46 e-mail messaging options 81 firewall 296 MAXCS ACC 6.0 Administration Manual...
  • Page 449 200 jitter buffer range 310 setting up membership 244 general settings 185 RTP packet length 310 setup 242 incoming call handling 207 G.729 silence suppression 309 single call handling 253 information only mailbox 199 G711 MAXCS ACC 6.0 Administration Manual...
  • Page 450 141 overview 95 G.723 310 MaxAdmin multilingual system G.729 310 main window 30 auto attendant 98 MaxAdmin & Extension Security configuring 97 Checker 392 configuring #12 for extension MaxAdmin default password 29 MAXCS ACC 6.0 Administration Manual...
  • Page 451 "0" option 201 one-way connection, test tool 388 press any key to answer call 237 online help 31 refresh interval 38 operating systems, supported 21 rejoining a server to VoIP domain MAXCS ACC 6.0 Administration Manual...
  • Page 452 148 station speed dialing 197 tie trunks, enabling hop off 57 statistics scheduling backup 390 time display 227 VoIP traffic 37 scope of extension toll call prefixes, setting 60 status bar 32 MAXCS ACC 6.0 Administration Manual...
  • Page 453 SIPtie, setting 150 VoIP domain Trunk View window 35 adding servers 321 trunks creating multi-site 319 paging 147 extension scope 326 setting attributes 146 managing users 325 Triton Analog trunk GS/LS prop- rejoining a server to 324 MAXCS ACC 6.0 Administration Manual...

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