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Altigen MAXCS ACC 6.5 Administration Manual

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MAX Communication Server
™
Administration
Manual
ACC 6.5
Update1
4/2010 4413-0001-6.5 Update1

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Summary of Contents for Altigen MAXCS ACC 6.5

  • Page 1 MAX Communication Server ™ Administration Manual ACC 6.5 Update1 4/2010 4413-0001-6.5 Update1...
  • 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

    Boards View Window ........36 MAXCS ACC 6.5 Administration Manual...
  • Page 4 Assigning Seat-Based Client Licenses ......42 Stopping the AltiGen Switching Service ......43 Programs Available from the Windows Start Menu .
  • Page 5 Using Pre-Recorded Prompts ........98 Recording Custom Phrases from the AltiGen Phone ....99 Using Professionally Recorded Phrases .
  • Page 6 If You Need to Improve the Rx Level ......171 If You Don’t Have the Milli-Watt Test Number ..... 171 MAXCS ACC 6.5 Administration Manual...
  • Page 7 Emergency Notification ........213 MAXCS ACC 6.5 Administration Manual...
  • Page 8 On the AltiGen IP Phone ........
  • Page 9 Voice Mail Access Option ........293 MAXCS ACC 6.5 Administration Manual...
  • Page 10 Network Using NAT ........319 Network Configuration Guidelines for AltiGen IP Phones ....319 Configuration Guidelines for NAT .
  • Page 11 Rejoining a Server to the VoIP Domain ......348 Setting an Alternate Server for AltiGen IP Phones ....349 Managing VoIP Domain Users .
  • Page 12 AltiGen Board Test ........
  • Page 13 Checking Extension Security ....... . . 419 Start & Stop All AltiGen Services ....... 421 Trace Collector .
  • Page 14 ......... . . 467 NDEX MAXCS ACC 6.5 Administration Manual...

  • Page 15: About This Manual

    Related Publications Related publications include: Hardware Telephony Manual • MaxCommunicator Manual • MaxOutlook Manual • MaxAgent Manual • MaxSupervisor Manual • AltiConsole Manual • CDR Manual • AltiGen IP Phone User Manuals • MAXCS ACC 6.5 Administration Manual...
  • Page 16 MAXCS ACC 6.5 Administration Manual...

  • Page 17: Overview

    CTI Service Status - CTI service (CT Proxy) goes down or restarts Softswitch Redundancy Status - Softswitch redundancy switchover occurs QoS Enhancement (802.1p/802.1Q) Supports 802.1p class of service priority and 802.1Q VLAN in the server and AltiGen IP phones MAXCS ACC 6.5 Administration Manual 3...
  • Page 18 Transport Layer Security (TLS) and Secure RTP (SRTP) are implemented to establish secured SIP connections and encrypted conversations to prevent eavesdropping. Secured connection can be configured for AltiGen IP phones and SIP-Tie trunks. Enhanced 3rd Party IP Phone Support Release 6.5 supports standard SIP Hold, Transfer, Call Waiting, and server-side Conference for certified 3rd party SIP phones.

  • Page 19: New In Release 6.5 Update1

    When configured, the assigned lines will show up on the Line Park tab in MaxCommunicator and MaxAgent clients. The extension user can park a call from the client application and allow other users to pick up the call from either an AltiGen IP phone or a client application.
  • Page 20 It displays all custom phrases in a graphical user interface. You can add or delete a phrase by clicking a button. You also can rename an existing phrase to a meaningful name. An AltiGen SDK license is required to use this tool. Changes in automatic administrative tasks In the midnight tasks, reset channel is removed, and MAXCS will no longer reset •...
  • Page 21 AltiConsole change The “Location” column for an extension is added back in. MaxMobile Communicator extended iPhone—AltiGen’s MaxMobile Communicator (MaxMobile) application, installed on • an iPhone makes the phone a fully capable office phone extension and serves as a “desktop” call control client, allowing the user to access, configure, and perform most of the company's PBX functions directly from the graphical user interface in MaxMobile Communicator.

  • Page 22: System Features

    Caller ID Routing - the system administrator can define Caller IDs in a routing table and set different routing options. Centrex Transfer - allows the user to transfer or forward calls to an external telephone number. Once the transfer is complete, the trunk lines are released. MAXCS ACC 6.5 Administration Manual...
  • Page 23 You can create separate routes for business and non-business hours on half-day holidays. Multiple Holiday Profiles can be configured in a system. Also, multiple Holiday Profiles can be assigned to DNIS Routing, Caller ID and Trunk In Call Routing entries. MAXCS ACC 6.5 Administration Manual 9...

  • Page 24: 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 25: 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 26: C Hapter

    Ready/Not Ready - agent can set state to “ready” (#90) or “not ready” (#91) to inform the system whether the agent is able to receive the next call while logged in to a workgroup. Real Time Monitoring - MAXCS ACC 6.5 Administration Manual...
  • Page 27 Workgroup Call Distribution - calls can be distributed to the first available group member, or among group members according to the following options: Ring First Available Member • Ring Next Available Member • Ring All Available Members • MAXCS ACC 6.5 Administration Manual 13...

  • Page 28: Auto Attendant (Aa) Features

    The Voice Mail System is a message management system that provides the calling and the called parties with enhanced communication features. It allows greater accessibility, faster reply time between parties, and reduces the frustration of telephone tag. The voice mail system includes the following features: MAXCS ACC 6.5 Administration Manual...

  • Page 29: C Hapter

    Voice Mail Distribution List - allows the user to use system distribution lists or personal distribution lists for forwarding voice mail. Up to 100 distribution lists can be created. Each distribution list can have up to 64 entries, and any entry can be another distribution list. MAXCS ACC 6.5 Administration Manual 15...

  • Page 30: Internet Integration Features

    Emergency (911) Call Notification to Extension/Outside Number - when any extension dials an emergency number, the system can make calls to pre-configured extensions or outside numbers. A system can have more than one emergency notification number configured. MAXCS ACC 6.5 Administration Manual...

  • Page 31: Voice Over Ip Features

    DTMF tones during compression and cause the far end device to not be able to recognize the DTMF digits. RFC 2833 specifies a separate RTP payload format to carry DTMF information to ensure the other side can recognize the tone properly. MAXCS ACC 6.5 Administration Manual 17...

  • Page 32: 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 33: Optional Add-On Software

    MaxSupervisor - allows a workgroup supervisor to view an agent’s real-time activity, login/logout an agent, view workgroup and agent operation statistics, Listen/Barge-in/ Coach agent’s conversation. MAXCS ACC 6.5 Administration Manual 19...

  • Page 34: Capacities

    • 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 35 Maximum configurable agents per workgroup - 512 • Maximum active login agents per workgroup - 256 • Total configured agents per system including all workgroups - 1280 • Total agents seats (License/Head) per system - 512 • MAXCS ACC 6.5 Administration Manual 21...

  • Page 36: C Hapter

    Chapter 1: Overview MAXCS ACC 6.5 Administration Manual...

  • Page 37: Hapter

    For the Voice Mail Server Windows Server 2003 with SP2 • Windows 2008 server with SP1 • Required for the operating system: • 1GB RAM • 20 GB available hard drive disk space • MAXCS ACC 6.5 Administration Manual 23...
  • Page 38 The following external CDR databases are supported: Microsoft SQL Server 2008 • Microsoft SQL Server 2008 Express • Microsoft SQL Server 2005 • Microsoft SQL Server 2000 • Running SQL Server in a MAXCS machine is not supported. Note: MAXCS ACC 6.5 Administration Manual...

  • Page 39: Cpu, Memory, And Hdd Requirements

    In MAXCS 6.5 Update1, most client licenses are available in both concurrent session mode and seat-based mode. Both types can be mixed in a MAXCS system. The following licenses are available for all AltiGen 6.5 Update1 systems: License Type License Model...
  • Page 40 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 6.5 Administration Manual...

  • Page 41: Preparation For Installation

    Windows Update—Make sure your server has the recommended Windows Service • Pack or Update. MAXCS ACC 6.5 Update1 CD ROM—The MAXCS CD ROM that contains the MAXCS • 6.5 Update1 programs. MAXCS latest update—Check to see if there is an update available to the MAXCS •...

  • Page 42: Multi-Gateway Softswitch System Installation

    Configuration and Directory • 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 6.5 Administration Manual...

  • Page 43: 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 “6.5 Upgrade Guidelines” in the Knowledge Base, available from the AltiGen Dealer Web Site, at https://dealer.altigen.com.

  • Page 44: Installing Maxadmin On A Network Client

    Chapter 26 “Redundancy Configuration” on page 377 gives details on configuring for redundancy. However, because of the variations of redundancy setup (depending on your system), please consult with AltiGen before installing a redundancy system. Installing MaxAdmin on a Network Client MaxAdministrator can be installed on a client workstation, providing the ability to manage the MAXCS server remotely.
  • Page 45 MAXCS installation but before restarting your system Failed to upgrade AltiServ databases. The previous database may be corrupted. Restore the last, known working database and try again. If error persists, contact your Authorized AltiGen Dealer. MAXCS ACC 6.5 Administration Manual 31...
  • Page 46 Chapter 2: System Requirements and Installation MAXCS ACC 6.5 Administration Manual...

  • Page 47: 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 6.5 Administration Manual...

  • Page 48: 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 6.5 Administration Manual...

  • Page 49: Quick Access Toolbar

    Help • Opens the Help window and shows the MAXCS and MaxAdministrator version. Also gives you a link to the AltiGen Technical Support web site. Quick Access Toolbar Toolbar buttons give you quick access to frequently used functions. Figure 2. MaxAdmin quick access toolbar From left to right, the toolbar buttons serve the following purposes: Login.

  • Page 50: 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 51 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 6.5 Administration Manual 37...

  • Page 52: 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 6.5 Administration Manual...

  • Page 53: 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 6.5 Administration Manual 39...

  • Page 54: 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 55: 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 6.5 Administration Manual 41...

  • Page 56: Assigning Seat-Based Client Licenses

    You may have seat-based licenses for the following MAXCS client products: MaxCommunicator • MaxOutlook (uses MaxCommunicator license) • MaxAgent • MaxSupervisor • MaxMobile Communicator • AltiConsole • IP Talk • TAPI • Integration Connector • MaxCall • MAXCS ACC 6.5 Administration Manual...

  • Page 57: 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 58: 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 426. 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 59: 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 6.5 Administration Manual 45...
  • Page 60 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 6.5 Administration Manual...
  • Page 61 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 6.5 Administration Manual 47...

  • Page 62: 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 6.5 Administration Manual...
  • Page 63 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 6.5 Administration Manual 49...
  • Page 64 “*” 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 6.5 Administration Manual...
  • Page 65 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 6.5 Administration Manual 51...
  • Page 66 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 6.5 Administration Manual...
  • Page 67 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 “Out Call Routing Configuration” on page 183). MAXCS ACC 6.5 Administration Manual 53...

  • Page 68: 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 6.5 Administration Manual...

  • Page 69: 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 6.5 Administration Manual 55...
  • Page 70 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 6.5 Administration Manual...

  • Page 71: Configuring System Speed Dialing

    Speed dial settings for individual extensions are set in Extension Configuration. (See “Setting up Station Speed Dialing” on page 207.) To configure Speed Dialing, select System > System Configuration, and then click the System Speed tab. MAXCS ACC 6.5 Administration Manual 57...
  • Page 72 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 6.5 Administration Manual...

  • Page 73: 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 6.5 Administration Manual 59...

  • Page 74: 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 6.5 Administration Manual...

  • Page 75: 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 187. MAXCS ACC 6.5 Administration Manual 61...

  • Page 76: Creating Account Codes

    “Setting Personal Information” on page 197. 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 6.5 Administration Manual...

  • Page 77: 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 6.5 Administration Manual 63...

  • Page 78: External (Remote) Logging Of Call Data

    You can send reports from a number of different systems to the same database. Note: AltiGen does not provide any SQL backup and restore utility. We strongly Note: recommend that you use SQL Backup and Maintenance utility to perform daily backup and maintenance jobs, and use a restore utility to restore the database.

  • Page 79: Country-Relevant Settings

    1 for 1-plus dialing within the U.S. dialing plan (also known as the North American Numbering Plan). International. The prefix used for international calls. For example, this is 011 for • international calls made in the U.S. MAXCS ACC 6.5 Administration Manual 65...

  • Page 80: Setting Emergency Numbers

    • out with the international toll call prefix. When a number matches multiple entries, the match with the most digits has priority. Audio Peripheral Configuration You can configure audio peripheral settings: Music on hold • MAXCS ACC 6.5 Administration Manual...

  • Page 81: Configuring Music On Hold And Recorded Announcements

    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 6.5 Administration Manual 67...

  • Page 82: 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 83: Configuring Overhead Paging

    AltiConsole when the extension user is absent. MaxCommunicator users, MaxAgent 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 84 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 6.5 Administration Manual...

  • Page 85: 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 6.5 Administration Manual 71...
  • Page 86 #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 87: Limitation

    Limitation You should include #26 (Station Logout) in a feature profile assigned to an IP phone. If #26 is disabled in that phone’s feature profile, phone registration issues arise. MAXCS ACC 6.5 Administration Manual 73...

  • Page 88: C Hapter

    Chapter 4: System Configuration MAXCS ACC 6.5 Administration Manual...

  • Page 89: 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 90: 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 Softswitch Component Configuration window.

  • Page 91: Setting Parameters

    When you are finished with the window, click OK. Parameter Description ID/Name/Type 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.) MAXCS ACC 6.5 Administration Manual 77...
  • Page 92 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 93: Adding And Attaching A Gateway

    To attach a gateway to the MAXCS system, you must first add it to the list in the Softswitch Component Configuration window. To add a gateway to the list: 1. Click the Add button. The Add Gateway dialog box appears: MAXCS ACC 6.5 Administration Manual 79...

  • Page 94: 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 Softswitch Component Configuration window. This opens the Gateway Configuration Tool. Make your changes, and click Apply. MAXCS ACC 6.5 Administration Manual...

  • Page 95: 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 6.5 Administration Manual 81...

  • Page 96: Configuring The Applications Server

    Configuring the Applications Server In the Softswitch Component Configuration window, Applications Server tab, configure the IP address of the Voice Message server and the Enterprise server. Figure 7. Softswitch Component Configuration window, Applications Server tab MAXCS ACC 6.5 Administration Manual...

  • Page 97: Voice Mail Configuration

    Managing Messages The Messaging tab in the Voice Mail Configuration window provides for setting basic parameters and options for messaging, including message notification retry attempts, message management options, recording options, and e-mail activation and usage. MAXCS ACC 6.5 Administration Manual 83...

  • Page 98: 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 6.5 Administration Manual...

  • Page 99: 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 210.

  • Page 100: C Hapter

    Bridged Access to Through bridged access integration, via a SIP connection, Exchange 2007 AltiGen’s Voice Mail System provides an option to the user to directly access Exchange Unified Messaging (by pressing 7 in extension voice mail after entering the password). Once connected, users can check and reply to e-mail, manage calendars, and send messages.

  • Page 101: Setting E-Mail Messaging Options

    AltiGen CTI client applications to manage voice mails, the voicemail files are replicated back to MAX Communication Server. When a voicemail file is heard, marked save, or deleted from an AltiGen client application, the voicemail attribute is changed in the Exchange 2007 server accordingly.

  • Page 102: Creating Distribution Lists

    MaxCommunicator or MaxAgent 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 6.5 Administration Manual...

  • Page 103: Defining A Distribution List

    Non-Member list. You can select multiple names by using Shift-click or Ctrl-click. 4. Click Apply to save your changes, or click OK to save and close the Voice Mail Configuration window. MAXCS ACC 6.5 Administration Manual 89...

  • Page 104: C Hapter

    Chapter 6: Voice Mail Configuration MAXCS ACC 6.5 Administration Manual...

  • Page 105: Hapter

    2. Record phrases for each menu level or use the pre-recorded phrases that are available to you. See “Phrase Management” on page 98 for more details on how to MAXCS ACC 6.5 Administration Manual 91...

  • Page 106: Example: Aa Planning

    The first 16 AAs are provided with the menus blank. You can edit these as described in “Configuring Auto Attendants” on page 94. You don’t need to add a new AA if you’re going to use 16 or fewer. MAXCS ACC 6.5 Administration Manual...
  • Page 107 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 6.5 Administration Manual 93...

  • Page 108: Configuring 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 6.5 Administration Manual...
  • Page 109 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 6.5 Administration Manual 95...

  • Page 110: 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 6.5 Administration Manual...
  • Page 111 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 6.5 Administration Manual 97...

  • Page 112: 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 6.5 Administration Manual...

  • Page 113: 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 114 To install professionally recorded phrases or prompts: 1. Assign a prompt number to each prompt you would like recorded. Or give the prompt a unique identifying name. AltiGen-supplied phrases are numbered, but phrases don’t have to be numbered. 2. Submit your prompt script and prompt name to the recording studio.

  • Page 115: 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 116: 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 117: 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 6.5 Administration Manual 103...

  • Page 118: 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 6.5 Administration Manual...

  • Page 119: 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 6.5 Administration Manual 105...

  • Page 120: 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 6.5 Administration Manual...

  • Page 121: 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 6.5 Administration Manual 107...

  • Page 122: 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 6.5 Administration Manual...

  • Page 123: 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 6.5 Administration Manual 109...

  • Page 124: 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 6.5 Administration Manual...

  • Page 125: 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 6.5 Administration Manual 111...

  • Page 126: C Hapter

    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: MAXCS ACC 6.5 Administration Manual...
  • Page 127 5. Type the address of the Web site, FTP site, or network location in the field, for example,”\\ServerName\sharefolder”; or use the Browse button to locate the destination path. Click View some examples for correct formatting. Then click Next.The following screen is displayed: MAXCS ACC 6.5 Administration Manual 113...
  • Page 128 Figure 7. Add Network Place Wizard - Shortcut Name 6. Type in a name for the network place and click Next. A confirmation screen appears: Figure 8. Confirmation screen 7. Click Finish. The network place you created should appear on the desktop. MAXCS ACC 6.5 Administration Manual...
  • Page 129 Chapter 9: Call Recording Configuration Figure 9. Network Place Created 8. In the Recording Configuration window, use the Browse button to select the network place as the destination folder. Figure 10. Recording Configuration Window MAXCS ACC 6.5 Administration Manual 115...
  • Page 130 Chapter 9: Call Recording Configuration MAXCS ACC 6.5 Administration Manual...

  • Page 131: 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 132: 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 6.5 Administration Manual...

  • Page 133: 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 changes to “connected.” MAXCS ACC 6.5 Administration Manual 119...

  • Page 134: C Hapter

    Chapter 10: Application Extension Configuration MAXCS ACC 6.5 Administration Manual...

  • Page 135: Hapter

    • Virtual MobileExtSP Board, page 149 • 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. MAXCS ACC 6.5 Administration Manual 121...
  • Page 136 Parameter Description Board Info Board Logical ID: assigned by MAXCS. Board Name: the type of board installed in the system and its physical ID. MAXCS ACC 6.5 Administration Manual...

  • Page 137: Using The Triton Resource Board

    If the supervisor is using an IP phone, then Connect Voice Stream to Server should be checked in the Extension Configuration window so that the system can pull the caller and agent's voice stream to the resource board to allow the supervisor to tap into the conversation. MAXCS ACC 6.5 Administration Manual 123...

  • Page 138: Using The Triton Meetme Conference Board

    12 trunks. The 8 port card supports only loop start (LS). The 12 port card is available in two models; loop start/ground start (LS/GS) and LS. Both models have the same features regarding LS. The LS/GS board is required when ground start trunks may be required. MAXCS ACC 6.5 Administration Manual...

  • Page 139: 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 122.

  • Page 140: Configuring The Triton T1/E1 Board

    You can configure the board type: either T1 or E1 to run T1 CAS, T1 PRI, or E1 CAS, 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. MAXCS ACC 6.5 Administration Manual...
  • Page 141 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 MAXCS ACC 6.5 Administration Manual 127...

  • Page 142: Reading The Status Messages

    To locate the AIS alarm, Indication Signal all 1’s to our T1/E1; AIS have the carrier check (AIS)> = Alarm Indicator the T1 network element Signal; all ones detected connected to the T1 interface and trace the problem. MAXCS ACC 6.5 Administration Manual...
  • Page 143 The Out Of Frame counter registers every time the T1 chip is forced to re-frame when receiving a frame with severe errors. The Receiver Frame Slips counter shows the number of Rec Frame Slips frame slips for the receiver. MAXCS ACC 6.5 Administration Manual 129...
  • Page 144 7 is forced to a one. Bell Zero Code Suppression replaces bit 7 of an all zero channel byte with a one. CD Bits Handling CD Bits Handling is not editable. MAXCS ACC 6.5 Administration Manual...

  • Page 145: 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 154 for details. MAXCS ACC 6.5 Administration Manual 131...
  • Page 146 D channel. 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: MAXCS ACC 6.5 Administration Manual...
  • Page 147 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 T1 CAS is selected. Note: MAXCS ACC 6.5 Administration Manual 133...
  • Page 148 Network and the other as User. For example, set one to NI-2 PRI Network and the other to NI-2 PRI. AT&T 4ESS PRI Network • AT&T 5ESS PRI Network • NT DMS-100 PRI Network • NI-2 PRI Network • MAXCS ACC 6.5 Administration Manual...
  • Page 149 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 6.5 Administration Manual 135...
  • Page 150 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 6.5 Administration Manual...
  • Page 151 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 152 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 6.5 Administration Manual...

  • Page 153: 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 127. MAXCS ACC 6.5 Administration Manual 139...

  • Page 154: 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 6.5 Administration Manual...

  • Page 155: 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 6.5 Administration Manual 141...
  • Page 156 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 157 4. Agent Supervision Bridges 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 • MAXCS ACC 6.5 Administration Manual 143...

  • Page 158: 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 6.5 Administration Manual...
  • Page 159 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 6.5 Administration Manual 145...
  • Page 160 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 6.5 Administration Manual...
  • Page 161 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 6.5 Administration Manual 147...

  • Page 162: Configuring The Max1000/2000 Board

    Protocol Configuration dialog box. For information on configuring protocol, see “Setting up Channels on the Triton T1/E1 Board” on page 131. Double-clicking a channel in the Channel Mapping List opens the appropriate configuration dialog box for that channel. MAXCS ACC 6.5 Administration Manual...

  • Page 163: Configuring The Virtual Mobileextsp Board

    MAXCS system. This single MobileExtSP board handles all mobile extensions, including those located in other gateways in a multi-gateway system. Configuring the virtual MobileExtSP board is discussed on page 248 in the chapter “Mobile Extension Configuration.” MAXCS ACC 6.5 Administration Manual 149...
  • Page 164 Chapter 11: Board Configuration MAXCS ACC 6.5 Administration Manual...

  • Page 165: 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 6.5 Administration Manual 151...

  • Page 166: 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 6.5 Administration Manual...

  • Page 167: 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 6.5 Administration Manual 153...

  • Page 168: 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 6.5 Administration Manual...
  • Page 169 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 6.5 Administration Manual 155...
  • Page 170 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 171 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 6.5 Administration Manual 157...

  • Page 172: H323 Tie Trunk Properties

    Figure 4. Configuration dialog box for a Triton VoIP channel See “Configuring the SIPSP Board” on page 140. for board configuration information. This is signal only trunks. Make sure you have enough IP resource boards to cover Note: your needs. MAXCS ACC 6.5 Administration Manual...

  • Page 173: 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 174 • Domain—The Domain Name of the SIP Trunk service provider, if required • SIP Register Period—How frequently the AltiGen system needs to send SIP • registration packets to the service provider. This can detect if the service provider is up or not. Some service providers do not accept SIP Register messages. In these cases, you can disable sending SIP Register messages from AltiServ by setting the SIP Register Period to 0.
  • Page 175 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 176 DO NOT CHECK or UNCHECK this box. [Service provider Bandwidth.com with Edgewater Route require this checked] Incoming DID When a call comes in, the SIP trunk uses To Header or Request URI as the DID/DNIS number Number Field MAXCS ACC 6.5 Administration Manual...

  • Page 177: 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 6.5 Administration Manual 163...
  • Page 178 “Configuring One or Multiple Trunks” on page 153, 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 6.5 Administration Manual...

  • Page 179: 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 6.5 Administration Manual 165...

  • Page 180: 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 6.5 Administration Manual...
  • Page 181 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 6.5 Administration Manual 167...
  • Page 182 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 6.5 Administration Manual...

  • Page 183: 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 6.5 Administration Manual 169...

  • Page 184: 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 6.5 Administration Manual...

  • Page 185: 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 6.5 Administration Manual 171...
  • Page 186 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 6.5 Administration Manual...
  • Page 187 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 6.5 Administration Manual 173...
  • Page 188 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 6.5 Administration Manual...

  • Page 189: 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 6.5 Administration Manual 175...

  • Page 190: C Hapter

    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 6.5 Administration Manual...

  • Page 191: 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 6.5 Administration Manual 177...

  • Page 192: 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 6.5 Administration Manual...

  • Page 193: 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 6.5 Administration Manual 179...

  • Page 194: 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 54): During Business Hours • Outside Business Hours • MAXCS ACC 6.5 Administration Manual...
  • Page 195 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 101. MAXCS ACC 6.5 Administration Manual 181...

  • Page 196: C Hapter

    Chapter 13: In Call Routing Configuration MAXCS ACC 6.5 Administration Manual...

  • Page 197: 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 198: 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 6.5 Administration Manual...

  • Page 199: 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 6.5 Administration Manual 185...

  • Page 200: 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 6.5 Administration Manual...

  • Page 201: 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 6.5 Administration Manual 187...
  • Page 202 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 6.5 Administration Manual...

  • Page 203: 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 6.5 Administration Manual 189...

  • Page 204: 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 6.5 Administration Manual...
  • Page 205 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 6.5 Administration Manual 191...

  • Page 206: 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 207 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 6.5 Administration Manual 193...
  • Page 208 Chapter 14: Out Call Routing Configuration MAXCS ACC 6.5 Administration Manual...

  • Page 209: Hapter

    117. To set up an IP extension, see “Setting Up IP Extensions” on page 227. To set up a mobile extension, see “Mobile Extension Configuration” on page 249. Figure 1. Extension Configuration window MAXCS ACC 6.5 Administration Manual 195...

  • Page 210: 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 211: 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 6.5 Administration Manual 197...
  • Page 212 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 101 for information on adding translated prompts to the MAXCS system). MAXCS ACC 6.5 Administration Manual...

  • Page 213: Account Code

    Block Account Code Display—The account code table will not be displayed when • the user tries to tag the account from MaxCommunicator and MaxAgent. This prevents the user from seeing account codes they do not need to see. MAXCS ACC 6.5 Administration Manual 199...

  • Page 214: Call Recording Options

    For example, if you set to record 4 out of 10 calls, the 1st-4th and 11th-14th, and so on, will be recorded. The shaded calls will be recorded in the following example: MAXCS ACC 6.5 Administration Manual...

  • Page 215: Physical Location And Type

    When changing a virtual extension to a physical extension, the Location parameters are available. If you know which board and channel this extension is wired to, you can use the Prev and Next buttons to select the correct board and channel number for this physical extension. MAXCS ACC 6.5 Administration Manual 201...

  • Page 216: Setting The Line Properties

    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. Figure 2. Triton Analog Station Line Properties dialog box MAXCS ACC 6.5 Administration Manual...
  • Page 217 Signal Caller ID is received prior to ringing. Receive from phone Range -3 ~ +3 db (dB Gain) You can decrease or increase the extension phone's talk volume with this setting. Default is 0 dB. MAXCS ACC 6.5 Administration Manual 203...

  • Page 218: Ip Extension Configuration

    If Name Line is set to DNIS Name, it will display DNIS name. If there is no name • information, the DNIS number will be displayed. If Name Line is set to DNIS Number, it will display the DNIS number. If there is • no number information, “Unknown” will be displayed. MAXCS ACC 6.5 Administration Manual...

  • Page 219: Configuring Group Options For An Extension

    If the extension is an agent, both workgroups and hunt groups are shown. If the extension is not an agent, only hunt groups are shown. Figure 3. Extension Configuration window, Group tab MAXCS ACC 6.5 Administration Manual 205...

  • Page 220: Setting Inter Call Delay

    Call Delay will be applied. The system will not pass a workgroup call to an agent until Inter Call Delay is expired. To set the extension Inter Call Delay time 1. Check the Inter Call Delay check box. 2. Using the drop-down lists, select the seconds for the delay. MAXCS ACC 6.5 Administration Manual...

  • Page 221: 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. MAXCS ACC 6.5 Administration Manual 207...
  • Page 222 For example, the phone number 914085551212 comprises 9 (trunk access code), 1 (long distance prefix), followed by 408 (area code), and finally the seven digit telephone number. Valid digits include 0 through 9, #, *, and (,) comma. The comma represents a one-second pause. MAXCS ACC 6.5 Administration Manual...

  • Page 223: Setting The Mailbox Options

    To repeat the announcement, callers are instructed to press the # key. This mailbox does not take messages from the caller. Disabling a Mailbox When you disable a mailbox, a special greeting is played to announce that this mailbox is not accepting new messages. MAXCS ACC 6.5 Administration Manual 209...

  • Page 224: Assign Exchange Integration License

    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 6.5 Administration Manual...

  • Page 225: Press Zero 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 6.5 Administration Manual 211...

  • Page 226: 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 MaxAgent. You can use Apply to to apply notification settings to one, some, or all Note: extensions.

  • Page 227: 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 6.5 Administration Manual 213...

  • Page 228: 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 6.5 Administration Manual...

  • Page 229: 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 6.5 Administration Manual 215...

  • Page 230: 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 6.5 Administration Manual...

  • Page 231: 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 232: 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 6.5 Administration Manual...
  • Page 233 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 6.5 Administration Manual 219...

  • Page 234: 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 6.5 Administration Manual...

  • Page 235: 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 6.5 Administration Manual 221...

  • Page 236: 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 6.5 Administration Manual...

  • Page 237: 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 6.5 Administration Manual 223...

  • Page 238: Setting Up Monitor Lists

    The monitor list is available in the MaxCommunicator and MaxAgent 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 239: 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 6.5 Administration Manual 225...
  • Page 240 Chapter 15: Extension Configuration MAXCS ACC 6.5 Administration Manual...

  • Page 241: 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 242 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 6.5 Administration Manual...
  • Page 243 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 6.5 Administration Manual 229...
  • Page 244 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 6.5 Administration Manual...

  • Page 245: 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 246: Setting Voip Codec For Ip Extension

    Prefer G.711 A-Law support G.711 Mu-Law • In Enterprise Manager, click the Servers button > IP Codecs tab. Three local IP address ranges are pre-configured to use the G.711 codec profile: 192.168.0.0 ~ 192.168.255.255 • MAXCS ACC 6.5 Administration Manual...
  • Page 247 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 330 and “Assigning Codec Profiles to IP Addresses” on page 334. MAXCS ACC 6.5 Administration Manual 233...
  • Page 248 Chapter 16: Setting Up IP Extensions MAXCS ACC 6.5 Administration Manual...

  • Page 249: 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 250 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 251 MaxAdmin. Code Debug This is for debugging the IP phone using Telnet. You need to enter a Diagnostic password when logging in to MaxAdmin (before you enter your Admin password) to enable this configuration. MAXCS ACC 6.5 Administration Manual 237...
  • Page 252 SRTP are checked, since TLS cannot penetrate NAT. IP Phone Configuration vs Enterprise Manager configuration: SIP calls from one Altigen server to another go through a SIP Tie Trunk. Configuring TLS for this scenario is done in Enterprise Manager. See “SIP Transport” in the table on page 346.
  • Page 253 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 254 Chapter 17: AltiGen IP Phone Configuration Parameter Description Network • TOS(Hex)—Type of Service. 8 bits in the IP header are Setting reserved for the service type. They can be divided into 5 subfields: The 3 precedence bits have a value from 0 to 7 and are used to indicate the importance of a datagram.
  • Page 255 Figure 2. IP Phone Configuration window, IP 705 tab and IP 710 tab The Copy From button allows you to copy Programmable Key settings from Note: one IP phone extension to another. No other settings are carried over. MAXCS ACC 6.5 Administration Manual 241...
  • Page 256 Chapter 17: AltiGen IP Phone Configuration Parameter Description Program- Use the drop-down list to assign one of the following functions mable to the desired keys: Keys — • N/A when selected, the corresponding programmable key cannot be used. — • BLF (Busy Lamp Field) when selected, enter an extension number in the field below;...

  • Page 257: Configuring Auto-Discovery Of Server Ip Address

    MAXCS to a new IP address. The administrator just needs to update the new MAXCS IP address in the DHCP server and then reboot all Altigen IP phones. The phones will automatically pick up the new MAXCS' IP address.
  • Page 258 Chapter 17: AltiGen IP Phone Configuration 1. Open the DHCP configuration window. Right-click the server and select Set Predefined Options 2. Right-click the server and select Set Predefined Options. Click the Add button 3. Click the Add button. The Option Type dialog box appears:...
  • Page 259 6. Under the DHCP scope you created is a field labeled Scope Options. Right-click Scope Options and select Configure Options. The Scope Options dialog box appears: Check option 120 and enter the IP address of your MAXCS server in the String value field MAXCS ACC 6.5 Administration Manual 245...

  • Page 260: On The Altigen Ip Phone

    Chapter 17: AltiGen IP Phone Configuration 7. Check option 120. 8. Enter the IP address of your MAXCS server in the String value field. 9. Click Apply and OK. You’ll see that the scope now shows option 120. 10. Right-click the scope option 120 and select Activate to activate the scope.

  • Page 261: Disabling Auto-Discovery

    When You Have Two AltiGen Servers in the Same Network If there are two AltiGen servers in the same network, some IP phones will get the wrong server IP address and cause log on failure. See the warning on page 243.

  • Page 262: C Hapter

    Chapter 17: AltiGen IP Phone Configuration MAXCS ACC 6.5 Administration Manual...

  • Page 263: 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 264: Mobileextsp Board Overview

    Note: configuration files are stored in the gateway in the following directory: \altiserv\sp\triton. After upgrading to Release 6.5, you need to manually move these files to the Softswitch machine’s \altiserv\sp\MobileSP directory. Then reboot the Softswitch. MAXCS ACC 6.5 Administration Manual...
  • Page 265 1. In the Boards window, double-click the MobileExtSP board. In the Board Configuration window, double-click a channel group. Figure 2. Opening the Mobile Extension Board Configuration dialog box The Mobile Extension Board Configuration dialog box appears: 2. Click the Add/Remove button to add mobile trunks. MAXCS ACC 6.5 Administration Manual 251...
  • Page 266 (see Figure 4 on page 255). If a PRI span is used, only the whole span can be added or removed, not Note: individual PRI channels. T1 and analog trunks are added or removed individually. MAXCS ACC 6.5 Administration Manual...
  • Page 267 To configure an extension as 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 6.5 Administration Manual 253...
  • Page 268 4. Click the Line Properties button to configure the mobile PSTN number and other options for the mobile extension. The ExtensionAnywhere Configuration - MobileExtSP dialog box opens. (Alternatively, from the Mobile Extension Board Configuration dialog box you can double-click the mobile extension port to open the ExtensionAnywhere Configuration.) MAXCS ACC 6.5 Administration Manual...
  • Page 269 Shared—When selected, this mobile extension will share mobile trunk ports with other mobile extension users. You need to assign a mobile trunk Group ID to this extension. The system will dynamically allocate a mobile trunk port MAXCS ACC 6.5 Administration Manual 255...
  • Page 270 Therefore, it is suggested that you don’t check the Set RNA Agent Logout option for the group that contains the mobile extension as an agent (Workgroup Configuration, Call Handling tab). MAXCS ACC 6.5 Administration Manual...

  • Page 271: Additional Configuration For Maxmobile Communicator

    Open firewall ports TCP 10080 and 10081 for both virtual public IP address and • private IP address. Assign an Altigen MaxMobile license to the extension. To do this, from the MaxAdmin • main menu, select License > Client SEAT License Management. In the Client...
  • Page 272 Chapter 18: Mobile Extension Configuration MAXCS ACC 6.5 Administration Manual...

  • Page 273: 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 6.5 Administration Manual 259...

  • Page 274: Overview Of Huntgroup Configuration Window

    The Apply to button is disabled unless there is a change that can be applied to multiple hunt groups, and when you use it to apply changes to multiple hunt groups, it works on only those changed attributes that can be applied. MAXCS ACC 6.5 Administration Manual...

  • Page 275: Setting Up Hunt Groups

    P, Q, R, S, p, q, r, s G, H, I, g, h, i T, U, V, t, u, v J, K, L, j, k, l W, X, Y, Z, w, x, y, z MAXCS ACC 6.5 Administration Manual 261...

  • Page 276: 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 277: Setting Login Status For System Restart

    (default setting). All Login—all group members are automatically logged into the assigned group • after the system is restarted. All Logout—all group members are logged out of the group when the system is • restarted. MAXCS ACC 6.5 Administration Manual 263...

  • Page 278: Setting Hunt Group Mail Management

    For example, the default e-mail name for hunt group 500 would be ext500. Retrieve Voice Mail by E-mail Client—selected, this sends voice mail to the user’s • e-mail as an attachment. Deselected, voice mail is retrieved as voice mail. MAXCS ACC 6.5 Administration Manual...

  • Page 279: Setting Mailbox Playback Options

    Mailbox size in MBs of stored messages. The range is 1–500 MB, with a default of 50. Max Message Length Maximum length of voice messages in minutes. The range is 1–30 minutes, with a default of 5 minutes. MAXCS ACC 6.5 Administration Manual 265...

  • Page 280: Setting Message Notification Options

    Group List. 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 281: Setting The Type Of Notification

    (Default 5 seconds, maximum 30 seconds.) Note: If the delay is set too long, the notified party will hear silence before Note: the announcement is played. MAXCS ACC 6.5 Administration Manual 267...

  • Page 282: Setting Notification Business Hours

    See “Apply to Button” on page 260 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 6.5 Administration Manual...

  • Page 283: 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 6.5 Administration Manual 269...

  • Page 284: Handling Unanswered Calls

    If this member is busy, the call goes to the second member configured and so forth. MAXCS ACC 6.5 Administration Manual...

  • Page 285: 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 6.5 Administration Manual 271...

  • Page 286: C Hapter

    Depending on how long the caller is in the queue, the caller will hear phrases 1-5, in order, after which phrase 5 will be repeated. For information about creating custom phrases, see “Auto Attendant Configuration” on page 91. MAXCS ACC 6.5 Administration Manual...

  • Page 287: 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 288 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 6.5 Administration Manual...
  • Page 289 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 6.5 Administration Manual 275...

  • Page 290: C Hapter

    Chapter 20: Paging Group Configuration MAXCS ACC 6.5 Administration Manual...

  • Page 291: 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 6.5 Administration Manual 277...
  • Page 292 3. Select line ID numbers from the Non-Member List and click the Add button to add them to the Member List. 4. To assign extensions to a group, select the group, and then click the Configuration button below the Member Extensions panel. MAXCS ACC 6.5 Administration Manual...
  • Page 293 If the call is answered and parked, the caller will hear a greeting phrase and on-hold music. MAXCS ACC 6.5 Administration Manual 279...
  • Page 294 #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 6.5 Administration Manual...

  • Page 295: 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 296 • 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 6.5 Administration Manual...
  • Page 297 MaxSupervisor can change a call’s priority level if the WG’s supervisor queue control • option is enabled. (Allow Call Redirect/Priority Change) MAXCS ACC 6.5 Administration Manual 283...

  • Page 298: 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 6.5 Administration Manual...

  • Page 299: 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 6.5 Administration Manual 285...

  • Page 300: 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 6.5 Administration Manual...

  • Page 301: Service Level Threshold

    Abandoned Calls within Service Level – Overflowed/Redirected Calls within Service level – ...divided by at least one of the following three options: Total Answered Calls – Total Abandoned Calls – Total Overflowed/Redirected Calls – MAXCS ACC 6.5 Administration Manual 287...

  • Page 302: Workgroup Recording Options

    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 MAXCS ACC 6.5 Administration Manual...

  • Page 303: Establishing Workgroup Membership

    When an agent does not log in to the workgroup that is configured as an outbound – 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. MAXCS ACC 6.5 Administration Manual 289...

  • Page 304: Log In/Out A Group Member

    Keep Login Status—all group members retain their original login status for that • group prior to restart (default setting) All Logout—all group members are logged out of the workgroup when the system • is restarted. MAXCS ACC 6.5 Administration Manual...

  • Page 305: Setting Workgroup Mail Management

    Enable Mail Forwarding—selected, the workgroup’s e-mail will be forwarded to • the e-mail address you specify in the Forward E-mail Address box. The address should be a full address, including the domain (for example, jsmith@thecompany.com). MAXCS ACC 6.5 Administration Manual 291...

  • Page 306: 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 307: Press Zero 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. You can use Apply to to apply mailbox settings to one, some, or all workgroups.

  • Page 308: Setting The Type Of Notification

    Seconds after Dialing—If the carrier of the outside phone number cannot provide • an answer supervision signal, check this option and set a delay time. (Default 5 seconds, maximum 30 seconds.) MAXCS ACC 6.5 Administration Manual...

  • Page 309: Setting Notification Business Hours

    You can use Apply to to apply call restriction settings to one, some, or all workgroups. To work with workgroup call handling options, click the Call Handling tab in the Workgroup Configuration window, and select the workgroup number from the Group List. MAXCS ACC 6.5 Administration Manual 295...

  • Page 310: Handling Busy Calls

    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. • To a Group—select a group from the drop-down list. • To the Operator • MAXCS ACC 6.5 Administration Manual...

  • Page 311: 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 6.5 Administration Manual 297...
  • Page 312 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 296. MAXCS ACC 6.5 Administration Manual...

  • Page 313: Queue Management

    (round up to minutes) Expected Queue Time = [(Average Call Handling Time x Queue Position) + 59 sec] / 60 sec MAXCS ACC 6.5 Administration Manual 299...

  • Page 314: Expected Wait Time Sampling

    Restrictions” on page 217. 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 6.5 Administration Manual...

  • Page 315: 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 6.5 Administration Manual 301...

  • Page 316: Maxcall Configuration

    1. Click the Add button. The Campaign and Transmitted Caller ID dialog box opens: 2. Enter a campaign name and a caller ID to transmit when this campaign is chosen by the agent. 3. Click OK. MAXCS ACC 6.5 Administration Manual...
  • Page 317 1. Select a campaign and click the Edit button. The Campaign and Transmitted Caller ID dialog box opens: 2. Make your changes, and click OK. To delete a Transmitted CID Select the campaign and click the Delete button. The entry is deleted. MAXCS ACC 6.5 Administration Manual 303...
  • Page 318 Chapter 22: Workgroup Configuration MAXCS ACC 6.5 Administration Manual...

  • Page 319: 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 6.5 Administration Manual 305...

  • Page 320: Setting The Meetme Conference Extension

    To open the MeetMe Conference window, do one of the following: Click the MeetMe Conference button on the toolbar. • Select PBX > MeetMe Conference Management. • The MeetMe Conference window opens: MAXCS ACC 6.5 Administration Manual...

  • Page 321: Working In The Meetme Conference Window

    Change column order in the current window by dragging a column head to where you want it. You can open more than one MeetMe Conference window and work with different meetings and displays in each one. You can double-click a meeting to open the Modify Meeting dialog box. MAXCS ACC 6.5 Administration Manual 307...
  • Page 322 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 6.5 Administration Manual...

  • Page 323: 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 6.5 Administration Manual 309...
  • Page 324 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 6.5 Administration Manual...
  • Page 325 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 6.5 Administration Manual 311...

  • Page 326: 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 6.5 Administration Manual...

  • Page 327: 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 6.5 Administration Manual 313...

  • Page 328: 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 6.5 Administration Manual...

  • Page 329: Hapter

    NIC support 802.1p for 802.1p • The following IP phone firmware: • VLAN: 2x65 or above and boot code version 12 or above • 802.1p: 2x8x (MAXCS 6.5 firmware) • Layer 2 managed switch • MAXCS ACC 6.5 Administration Manual 315...

  • Page 330: Ethernet Ii Framing Header

    VLAN IDs. The IP phone user can configure the IP phone port with voice VLAN ID and PC port with data VLAN ID. Different VLANs use a different IP network. Below is a typical VLAN setup: MAXCS ACC 6.5 Administration Manual...

  • Page 331: C Hapter

    To specify the priority value The server side configuration is located in the HMCP board's Board Configuration settings or the VoIP board’s Board Configuration > Advanced setting: In MaxCommunicator/MaxAgent, the configuration is in the IPTalk configuration screen: MAXCS ACC 6.5 Administration Manual 317...

  • Page 332: Enabling Vlan

    If you have heavier data applications running concurrently, the bandwidth reserved • for data traffic should be increased. If your router supports multilink or TCP fragmentation, configure your WAN router • to user smaller packet sizes, for example, 500 bytes. MAXCS ACC 6.5 Administration Manual...

  • Page 333: Wan Router Configuration

    Network Configuration Guidelines for AltiGen IP Phones The following guidelines (specific to AltiGen IP phones) should be taken into consideration before you configure your network for use with NAT. DHCP is recommended to reduce the risks for duplicating IP addresses. MAXCS ACC/ •...

  • Page 334: Configuration Guidelines For Nat

    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 335 Router 1’s public IP address — 169.254.56.169. Router 2 • 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...

  • Page 336: Vpn Network Configuration Example

    When configuring the remote IP phones—IP Phone 3, IP Phone 4, and IP Phone 5— you should set up the AW address to use AltiServ’s IP address. For the VPN Tunnel between the Two Private Networks: MAXCS ACC 6.5 Administration Manual...
  • Page 337 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 6.5 Administration Manual 323...
  • Page 338 (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 6.5 Administration Manual...

  • Page 339: Enterprise Voip Network Management

    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 340: Understanding Voip Bandwidth Requirements

    It assumes silence suppression is not turned on. (The same table appears on page 318.) VoIP Bandwidth requirement for WAN connection varies depending on the type of WAN. Bandwidth requirement typically is less than Ethernet requirement. MAXCS ACC 6.5 Administration Manual...

  • Page 341: 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 6.5 Administration Manual 327...
  • Page 342 Multisite routing may fail if Route Access Code and IP TrunkAccess Code are not configured. Upon successful login, Enterprise Manager opens: Change Password Configure Codec Profiles Configure Users, Departments Display Servers Configure Global Least Cost Routing MAXCS ACC 6.5 Administration Manual...

  • Page 343: Changing The Enterprise Manager Password

    • a PSTN number for global extension rerouting as a failover when the TCP/IP network is down. You may also assign an alternate server to which to redirect global AltiGen IP phones when their primary server is down. IP Networks tab defines IP networks and the bandwidth information for an MAXCS •...

  • Page 344: Setting Voip Codec Profiles

    IP phone or other VoIP device. By default, the following IP address ranges (private IP addresses) will use G.711 codec: 192.168.0.0 to 192.168.255.255 • 172.16.0.0 to 172.31.255.255 • 10.0.0.0 to 10.255.255.255 • MAXCS ACC 6.5 Administration Manual...
  • Page 345 Figure 1. Codec profile setting window in Enterprise Manager Named codec profiles are listed on the left. To create a new profile, click the Add button. The Add Profile dialog box opens: Name the new profile, and click OK. MAXCS ACC 6.5 Administration Manual 331...
  • Page 346 Lets you configure the length of the RTP packets for Length (ms) G.711 in milliseconds. The RTP packet length can be set to 10, 20 or 30 milliseconds. The smaller the packet length, the larger the bandwidth required. MAXCS ACC 6.5 Administration Manual...
  • Page 347 SIP trunk carrier’s PSTN gateway. If SIP Early Media is not checked, the caller may not hear the exact ringback tone provided by the CO (the caller may not hear any ringback tone at all). MAXCS ACC 6.5 Administration Manual 333...

  • Page 348: Assigning Codec Profiles To Ip Addresses

    IP manages and for reassembling the packets back into the complete message at the other end. AltiGen phones do not use TCP. Note: TLS—Secures SIP signaling messages using Transport Layer Security. (Does not work for IP devices behind NAT;...
  • Page 349 To add IP addresses and address ranges and assign a codec 1. Click the Add button in the IP Device Range panel. The Add IP Device Range dialog box opens: MAXCS ACC 6.5 Administration Manual 335...

  • Page 350: 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 6.5 Administration Manual...

  • Page 351: 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 352: 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 6.5 Administration Manual...

  • Page 353: 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 354: 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 355 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 6.5 Administration Manual 341...
  • Page 356 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 357: 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 358 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 359: 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 360: 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 6.5 Administration Manual...

  • Page 361: 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 6.5 Administration Manual 347...

  • Page 362: 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 6.5 Administration Manual...

  • Page 363: Setting An Alternate Server For Altigen Ip Phones

    5. Input the address and member key, and click OK. Setting an Alternate Server for AltiGen IP Phones In a VoIP domain, you can set an alternate server to which global AltiGen IP phones will be registered when their own server (primary server) experiences a problem that interrupts phone service.
  • Page 364 Active Server box. This name is not editable.) With the alternate server assigned, you can now configure individual extensions/groups for redirection. See “Redirecting AltiGen IP Phones When a Server Is Down” on page 358. If the alternate server assignment is removed from the configuration above, the...

  • Page 365: 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 6.5 Administration Manual 351...

  • Page 366: Pstn Failover When The Tcp/Ip Network Is Down

    When an extension is added to a system in MaxAdmin, it can be defined as Global by checking the Global extension box. If this box is not checked, the newly added extension is a local extension. MAXCS ACC 6.5 Administration Manual...
  • Page 367 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 MAXCS ACC 6.5 Administration Manual 353...

  • Page 368: Changing An Extension's Scope From Local To Global

    Changing an Extension’s Scope from Local to Global If you need to resolve a conflict by making a Local extension into a Global extension, follow these steps: 1. Select the extension in the User panel, and click the Resolve tab. MAXCS ACC 6.5 Administration Manual...

  • Page 369: Changing An Extension's Scope From Global To Local

    100. Only System A users can call local extension 100. Situation 2: One or more Global with conflict Before you make the change, the scope of extensions 403 and 404 is as follows: MAXCS ACC 6.5 Administration Manual 355...

  • Page 370: Relocating A Global Extension

    When a global extension (extension 1001, in this example) is moved from site A to site B, this is what happens: The following configurations are replicated from site A to site B: • First Name • Last Name • Password • Extension Number • DID Number • MAXCS ACC 6.5 Administration Manual...
  • Page 371 Call Restriction, Speed Dial list, and so on, for one time in site B. These configurations will be stored on site B. Later, if the extension is relocated to site B again, no additional configuration is needed, as the previous configuration will be restored. MAXCS ACC 6.5 Administration Manual 357...

  • Page 372: Redirecting Altigen Ip Phones When A Server Is Down

    Administrators can also configure global AltiGen IP phones to register to another server in the VoIP domain when their primary server goes down for some reason. All configured phones switch over at the same time.

  • Page 373: Configuring Departments In A Multi-Site Domain

    > AltiGen IP Phone Redirect panel. The Redirect option is not available until an alternate server is assigned. Only AltiGen IP phones that are global and have no conflict with the extensions of other sites can be configured to redirect.
  • Page 374 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 6.5 Administration Manual...

  • Page 375: 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 6.5 Administration Manual 361...

  • Page 376: 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 6.5 Administration Manual...

  • Page 377: Redundancy Configuration

    The minimum configuration for system redundancy consists of the primary Softswitch, the secondary Softswitch, gateways, Voice Mail server, External Logger, and CDR database systems. See Figure 1, “Redundancy topology". MAXCS ACC 6.5 Administration Manual 363...

  • Page 378: Cases When Switchover Occurs

    The active system crashes or is shut down or restarted, and Automatically assume • control when active system is not available is selected in the Redundancy dialog box of the standby system (see Figure 2 on page 367). MAXCS ACC 6.5 Administration Manual...

  • Page 379: How Calls Are Affected When Switchover Occurs

    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. Requirements for Other System Components This section lists firmware and software requirements. MAXCS ACC 6.5 Administration Manual 365...

  • Page 380: Firmware Requirement

    3. At the primary system, install MAXCS 6.5 software. The redundancy feature is disabled by default. 4. Register the Redundancy license through MaxAdmin on the primary system. MAXCS ACC 6.5 Administration Manual...

  • Page 381: Configuration Procedures

    Enter a redundancy key (your password for redundancy; it needs to be the same for primary and secondary systems). Enter the shared Softswitch IP address. 5. Click OK or Apply when finished. At the Secondary Server 1. Power on the secondary system. 2. Install the Redundancy license. MAXCS ACC 6.5 Administration Manual 367...

  • Page 382: Checking The Status

    Checking the Status From either the primary or secondary server, select System > Redundancy to open the Redundancy dialog box, and click the Status button in the dialog box. The Redundancy Administration window opens. MAXCS ACC 6.5 Administration Manual...

  • Page 383: Configuring The Nics

    1. Go to Control Panel > Network Connections. Right-click on a NIC card and choose Properties. Double-click Internet Protocol (TCP/IP). 2. On the General tab of the Internet Protocol (TCP/IP) Properties dialog box, click Use the following IP address. MAXCS ACC 6.5 Administration Manual 369...
  • Page 384 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. Click the Advanced button, and make sure Automatic Metric is checked: MAXCS ACC 6.5 Administration Manual...

  • Page 385: Configuring The Vm Server For Nat Support

    If the Softswitch and the Voice Mail server are running behind NAT, and MaxAgent 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, click the IP Networks tab. MAXCS ACC 6.5 Administration Manual 371...

  • Page 386: Monitor Status, Configure Addresses For Enterprise And Vm Servers

    VM Servers You can monitor the status and configure the addresses of the Enterprise server and the Voice Mail server. To do so, in MaxAdministrator, select System > Softswitch Component Management > Applications Server tab. MAXCS ACC 6.5 Administration Manual...

  • Page 387: When The Address Of The Softswitch Server Changes

    VM server so that the VM server can connect to the correct softswitch. Do this using the Voice Message Server Utility. Run ...\AltiServ \exe\VMMonitor.exe to launch the utility, shown in the following figure. MAXCS ACC 6.5 Administration Manual 373...

  • Page 388: Enterprise Server

    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. To do so, MAXCS ACC 6.5 Administration Manual...

  • Page 389: 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 390: Getting Notified When The System Switches Over

    If you want to configure the system, you must use MaxAdministrator to log onto the active system. If you log on to the inactive system, the following message pops up. Only Redundancy and Board Configuration can be configured on the inactive system. MAXCS ACC 6.5 Administration Manual...

  • Page 391: Limitations

    Diagnostic trace settings are not synchronized between the primary and secondary • servers. MAXCS ACC 6.5 Administration Manual 377...
  • Page 392 HMCP, VLAN needs one additional NIC but redundancy supports only two NICs. If the active system needs to be shut down for maintainance, control must be • manually switched from the active system to the standby system first. MAXCS ACC 6.5 Administration Manual...

  • Page 393: System Report Management

    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 6.5 Administration Manual 379...

  • Page 394: 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 6.5 Administration Manual...

  • Page 395: Resetting Cumulative Statistics

    SNMPv3 agent, MAXCS sends SNMP traps to the management console when alarming conditions are detected. The SNMP traps are sent by the Altigen services SPServ (Softswitch up, Softswitch Note: down traps), AltiKeep (warm start trap), and AltiServ (all other traps), so those services need to be started, or the traps will not be sent.
  • Page 396 CPU utilization exceeds a specified percentage in any 10-minute duration. Default value is 80%. The next trap will be sent after the condition is cleared then occurs again. The minimum duration between any two consecutive traps is 30 minutes MAXCS ACC 6.5 Administration Manual...

  • Page 397: List Of Traps Sent

    IP Phone service down (specific trap). When detecting IP Phone service transitioning • from up to down. VM server connection up (specific trap). When detecting VM server connection • transitioning from down to up. MAXCS ACC 6.5 Administration Manual 383...
  • Page 398 30 minutes. Redundancy switch-over (specific trap). When a redundancy switch-over between • Primary and Secondary Softswitch is detected. This trap is reported by the newly activated Softswitch. MAXCS ACC 6.5 Administration Manual...

  • Page 399: Microsoft Exchange Integration

    Bridged Access to Exchange 2007 • An option is provided in the AltiGen Voice Mail System menu to log in to the Exchange mailbox (option 7 in the main menu). Exchange 2007 only. To synchronize voice mail between the AltiGen mail box and the Exchange server, check the Enable Synchronization check box.

  • Page 400: When You Install Maxcs

    • 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>. This service account must have a mailbox in the Exchange Server that is different from the previous version.
  • Page 401 Move the MAXCS server to the Domain. Use the AltiPassword change utility (C:\AltiServ\Exe\AltiPwdChange.exe) to change all AltiGen service accounts to run as this new user account. In the future, if you need to debug you must log in to the MAXCS server with Note: this user account.
  • Page 402 Chapter 28: Microsoft Exchange Integration Figure 2. Add the user created by the MAXCS install program (or created by you in step 4) to the Domain Admin group in Active Directory Users and Computers. MAXCS ACC 6.5 Administration Manual...

  • Page 403: Exchange Integration Configuration Steps

    2. In the Exchange Management Console, create a mailbox for the service account that was created during installation (or created by you in step 4, above) (see Figure 4). Figure 4. Creating a mailbox for the service account created during installation MAXCS ACC 6.5 Administration Manual 389...
  • Page 404 Figure 6. First name and last name in MAXCS must match the display name in Exchange Server, or synchronization will fail. (Also, to synchronize MAXCS voice mail with Exchange voice mail in Bridged Access mode, you must have checked the Enable Synchronization check box in the Voice Mail configuration screen.) MAXCS ACC 6.5 Administration Manual...
  • Page 405 This is all you need to do if you selected the Synchronize with Exchange 2003/2007 option in the Voice Mail Configuration Screen. If necessary, see “Testing for Synchronization” on page 404 and “Troubleshooting Tips” on page 404. MAXCS ACC 6.5 Administration Manual 391...

  • Page 406: Additional Steps For Bridged Access And Native Vm Integration

    MAXCS. Then click New. When you create a dial plan, a default UM Mailbox Policy is created automatically and associated with the dial plan (see Figure 9). MAXCS ACC 6.5 Administration Manual...
  • Page 407 4. Click OK. Figure 10. Changing Audio Codec to G711 5. Add your MAXCS server as a UM Gateway: Go to Organization Configuration > Unified Messaging > UM IP Gateways > New UM IP Gateway. MAXCS ACC 6.5 Administration Manual 393...
  • Page 408 6. If your system has multiple gateways, repeat step 5 to add all of your gateways as UM IP Gateways. 7. Associate your dial plan to the Exchange Server UM. To do this, in the Exchange Management Console, go to Server Configuration > Unified Messaging, select the server and click Properties. MAXCS ACC 6.5 Administration Manual...

  • Page 409: Configuring Um Settings For Each User

    8. Click the UM Settings tab, click Add, and add your dial plan to the list of associated dial plans. This completes all system-wide settings in Exchange Server 2007. Configuring UM Settings for Each User With all system-wide settings in Exchange Server 2007 complete, configure the UM settings for each user. MAXCS ACC 6.5 Administration Manual 395...
  • Page 410 2. Click Browse and select the policy that is associated with the dialing plan you just created, then click OK. Figure 14. The policy associated with the dialing plan we just created is “LeslieXiaSS Default Policy”. MAXCS ACC 6.5 Administration Manual...

  • Page 411: Configuring For Out Calling From Um

    • Return a call from Exchange 2007 voice mail • Unlike with AltiGen’s Zoomerang feature, a user calling out from voice mail Note: cannot go back to the Exchange voice mailbox after returning the call. Configure the following in Microsoft Exchange 2007.
  • Page 412 • example, 020xxxxxxx). To determine the telphone number, UM will append the last n-digits from the • telephone number that is specified in the directory to the prefix that is specified. International number format • MAXCS ACC 6.5 Administration Manual...
  • Page 413 Number Mask - Define the number mask for the dialing rule. A number mask is used to define the telephone number format that a Unified Messaging server will use to determine what outgoing telephone number it will dial for a user. When an MAXCS ACC 6.5 Administration Manual 399...
  • Page 414 You can use the wild card "*" to handle any length of digits. 4. Assign the Dial Entry to mailbox Policies: Go to UM Mailbox Policies, select the mailbox that users belong to, open the Dialing Restrictions tab, and assign the rule group you just created. MAXCS ACC 6.5 Administration Manual...

  • Page 415: Configuring In Maxadmin

    Exchange Server. 3. Go to VoIP > Enterprise Network Management to open Enterprise Manager. 4. Click the Codec button to create a new codec profile only for the Exchange connection. MAXCS ACC 6.5 Administration Manual 401...
  • Page 416 5. Associate this new codec profile to the IP address of Exchange Server (and only Exchange Server): Click the Servers button, then click the IP Codec tab. Add a new IP Device Range for the Exchange Server: MAXCS ACC 6.5 Administration Manual...
  • Page 417 9. In MaxAdmin, go to PBX > Voice Mail Configuration. In the Exchange Integration panel, select Bridged Access to Exchange 2007 or Native VM Integration with Exchange 2007. 10. Click OK. 11. Restart all AltiGen services. MAXCS ACC 6.5 Administration Manual 403...

  • Page 418: When You Create A New Mailbox User

    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 419 You can remedy this in the following way: 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 420: 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 421: Tapi Integration

    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 422: Install The Altigen Tapi Service Provider On 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 423 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 424: Set Up Phone Dialer

    You can reconfigure the client extension in the Device Detect window. (See “Changing TAPI Configuration Parameters” on page 413.) 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 425: 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 6.5 Administration Manual 411...
  • Page 426 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 6.5 Administration Manual...

  • Page 427: 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 428 Chapter 29: TAPI Integration MAXCS ACC 6.5 Administration Manual...

  • Page 429: Tools And Applications

    • Export and Import extensions utilities • If you installed AltiGen’s Custom Phrase Manager, it is available off the Start > All Programs menu. You can use this tool only if you have an AltiGen SDK license. AltiGen Board Test This is an AltiGen hardware test tool for system hang and other hardware-related problems.

  • Page 430: 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 431: Backing Up Files

    To set backup schedules 1. In the System Data Management window, select the Schedule button to view the Backup Schedules dialog box. Figure 3. Backup Schedules dialog box MAXCS ACC 6.5 Administration Manual 417...

  • Page 432: Restoring Backed Up Files

    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. MAXCS ACC 6.5 Administration Manual...

  • Page 433: Maxcs Admin & Extension Security Checker

    Automatically refreshes the display Security characteristics to check Information on the selected extension Figure 5. MaxAdmin & Extension Security Checker Checking Extension Security Generally, an extension is considered secure if its password meets the following conditions: MAXCS ACC 6.5 Administration Manual 419...
  • Page 434 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 6.5 Administration Manual...

  • Page 435: 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 436 #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 437 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 6.5 Administration Manual 423...

  • Page 438: 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 439: 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 440: 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 441: 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 6.5 Administration Manual 427...

  • Page 442: Exporting And Importing Extensions

    You can import and export extensions in a .csv file. Importing Extensions from a .csv File 1. First, back up your system configurations, using AltiGen’s System Data Management tool (Services > Utilities > System Data Management). 2. Go to Services > Utilities > Import Extensions.

  • Page 443: Importing Extensions From The Active Directory

    .txt. Importing Extensions from the Active Directory 1. First, back up your system configurations, using AltiGen’s System Data Management tool (Services > Utilities > System Data Management). 2. Go to Services > Utilities > Import Extensions from Active Directory.
  • Page 444 8. If an extension already exists in the destination list, a dialog box pops up. 9. Respond to the question in the dialog box. If you decide to overwrite the extension, other fields not in the Active Directory are kept. MAXCS ACC 6.5 Administration Manual...

  • Page 445: Exporting The Extensions In A Maxcs System

    Enter key. The first line must be a pre-defined field name, such as “First Name”. If the field • name doesn’t match a pre-defined field name, the field is skipped during an import operation. MAXCS ACC 6.5 Administration Manual 431...

  • Page 446: Altigen Custom Phrase Manager

    • AltiGen Custom Phrase Manager The AltiGen Custom Phrase Manager is a Windows-based application that makes managing custom phrases easy. It displays all custom phrases in a graphical user interface. You can add or delete a phrase by clicking a button. You also can rename an existing phrase to a meaningful name, rather than pressing digits on the telephone.

  • Page 447: Creating A New Phrase

    Buttons let you play, create and edit phrases. • Creating a New Phrase To create a new phrase, 1. Select the extension you will be using to record the phrase. 2. Click the New button. MAXCS ACC 6.5 Administration Manual 433...

  • Page 448: Playing A Phrase

    Editing a Phrase Name or Description To edit the name of a phrase or its description, 1. Select the phrase you want to edit. 2. Click the Edit button. The Edit Phrase dialog box opens. MAXCS ACC 6.5 Administration Manual...

  • Page 449: To Delete A Phrase

    2. Click the Delete button. A confirmation/warning dialog box pops up: 3. If you’re sure you want to delete the phrase, click Yes. The phrase is deleted from the directory and from the table in AltiGen Custom Phrase Manager. To Re-record a Phrase To re-record a phrase, 1.
  • Page 450 Chapter 30: Tools and Applications 3. Click the Re-Record button. 4. When finished recording, press # on the phone and follow the instructions you hear. Also click OK in the dialog box onscreen when done. MAXCS ACC 6.5 Administration Manual...

  • Page 451: Ppendix

    2. In the Board Configuration window, double-click the channel group to open the Channel Group Configuration dialog box. MAXCS ACC 6.5 Administration Manual 437...
  • Page 452 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 453 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 6.5 Administration Manual 439...
  • Page 454 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 6.5 Administration Manual...
  • Page 455 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 6.5 Administration Manual 441...
  • Page 456 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 6.5 Administration Manual...
  • Page 457 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 6.5 Administration Manual 443...
  • Page 458 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 6.5 Administration Manual...
  • Page 459 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 6.5 Administration Manual 445...
  • Page 460 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 6.5 Administration Manual...
  • Page 461 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 6.5 Administration Manual 447...
  • Page 462 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 6.5 Administration Manual...

  • Page 463: E1 Isdn Pri Installation

    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. In the next Board Configuration window, select E1 as the configure type, and click OK. MAXCS ACC 6.5 Administration Manual 449...
  • Page 464 3. Click the Protocol button in the Channel Group Configuration dialog box to open the Protocol Configuration window. 4. Select Regular ISDN PRI as the Span Type, and select the Switch Mode according to your country in the ISDN PRI Setting field, and click OK. MAXCS ACC 6.5 Administration Manual...
  • Page 465 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 452). MAXCS ACC 6.5 Administration Manual 451...
  • Page 466 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 6.5 Administration Manual...

  • Page 467: 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 6.5 Administration Manual 453...
  • Page 468 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 6.5 Administration Manual...

  • Page 469: 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 6.5 Administration Manual 455...

  • Page 470: 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 6.5 Administration Manual...

  • Page 471: Appendixc

    Network Ports If MAXCS 6.5 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...
  • Page 472 10050 MaxMobile Communicator 10080 10081 Client Applications Auto Update 10050 CDR Search 10025 Remote MAXCS Administrator 10068 VRManager 10040 (VRManager may not work behind NAT) TAPI Client login to MAXCS 10026 Network Assessment Tool 10010 MAXCS ACC 6.5 Administration Manual...

  • Page 473: 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: UDP 10060 • UDP 30,000~31,000 • TCP 10064 • MAXCS ACC 6.5 Administration Manual 459...
  • Page 474 MAXCS ACC 6.5 Administration Manual...

  • Page 475: Ppendix

    Call 888-ALTIGEN, option 5, or 408-597-9000, option 5, and follow the prompts. • Your call will be answered by one of AltiGen’s Technical Support Representatives or routed to the Technical Support Message Center if no one is available to answer your call.

  • Page 476: 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 477 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 6.5 Administration Manual 463...
  • Page 478 MAXCS ACC 6.5 Administration Manual...

  • Page 479: Appendixe

    315 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 6.5 Administration Manual 465...
  • Page 480 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 6.5 Administration Manual...
  • Page 481 110 AMI (Alternate Mark Inversion) 130 binary 8 zero substitution (B8Z8) extension based recording 110 Analog board 124 file name description 109 announcement BLF programmable key 242 multiple gateways 111 time stamp 210 MAXCS ACC 6.5 Administration Manual...
  • Page 482 255 collecting digits, in auto attendant default password for Max Admin 33 channel assignment 456 default routes, outcall routing 186 subscribing to service 456 collecting trace 421 defining E1 ISDN PRI installation 449 conference MAXCS ACC 6.5 Administration Manual...
  • Page 483 47 flash key (Alti-IP 600) 243 assigning groups to 205 hop off forced account code 199 calling options 216 enabling 61 forward from group greeting 293 changing location & type 201 hunt group MAXCS ACC 6.5 Administration Manual...
  • Page 484 209 mobile extension IP Trunk Access 53 size 211 and MaxMobile Communicator ISDN PRI switch mode, setting 134 mailbox capacities 211 ISDN setting main menu 34 limitations 257 TEI 137 main number 47 overview 249 MAXCS ACC 6.5 Administration Manual...
  • Page 485 215 pipe auto attendant phrases 99 intranet 336 configuring call 110 numbering plan 48 intranet, configuring 338 configuring on trunk 157 ISDN, configuring 136 public 336 file description 109 public, configuring 338 messages 85 MAXCS ACC 6.5 Administration Manual...
  • Page 486 415 setting VoIP codec profiles 330 route definitions System ID 46 SF (Superframe Format) 130 out call routing 185 System menu 34 shared mobile trunk, setting 255 router 319 system reports 363 –??, – MAXCS ACC 6.5 Administration Manual...
  • Page 487 291 voice checking traffic 465 message notification 293 poor quality 465 loop-back test 465 queue management 299 Voice File Converter 425 poor voice quality 465 recording options 288 voice mail VoIP board 465 MAXCS ACC 6.5 Administration Manual...
  • Page 488 281 workgroup queue agent pick up call 207 workgroup status display 242 Workgroup view window 40 wrapup 40 wrap-up time, setting 206 zero code suppression 130 Bell 130 GTE 130 Jam Bit 8 130 MAXCS ACC 6.5 Administration Manual...

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