AltiWare™ ACM 5.1 Administration Manual 7/2007 4413-0001-5.
WARNING! Toll fraud is committed when individuals unlawfully gain access to customer telecommunication systems. This is a criminal offense. Currently, we do not know of any telecommunications system that is immune to this type of criminal activity. AltiGen Communications, Inc. will not accept liability for any damages, including long distance charges, which result from unauthorized and/or unlawful use. Although AltiGen Communications, Inc.
Contents ABOUT THIS MANUAL . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Related Publications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 CHAPTER 1 Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3 Technology Enhancements in Release 5.1 . . . . . . . . . . . . . . SIP Implementation . . . . . . . . . . . . . . . . . . . . . . . . . . . .
CHAPTER 3 Getting Around AltiWare Administrator 5.1 . . . . . . . . . . . . . . . . . 41 Logging In and Out . . . . . . . . . . . . . . . . . . . . . Changing the Password . . . . . . . . . . . . . . . . . . The AltiWare Administrator Main Window . . . . . . The Main Menu . . . . . . . . . . . . . . . . . . . . . . Quick Access Toolbar . . . . . . . . . . . . . . . . . . . Status Bar . . . . . . . . . . . . . . . . . . . . . . . . . . The View Windows . . . . . . . . . . . . . . . . . . . . . .
CHAPTER 5 Gateway Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .79 Managing AltiGateways . . . . . . . . Setting Parameters . . . . . . . . . . . . Adding and Attaching a Gateway . . Detaching and Deleting a Gateway . Changing Gateway ID and Password AltiGateway Configuration Tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Description of the Recorded File Name . . . . . . . . . . . . . . . . . . . . . . . . . . . 111 Configuring Call Recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112 Using a Remote Shared Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113 CHAPTER 10 Application Extension Configuration . . . . . . . . . . . . . . . . . . . . . . 119 Application Extension Setup Application Failover Plan . Application Information . . Readying the Application . . . . . . .
If You Need to Improve the Rx Level. . . . . . . If You Don’t Have the Milli-Watt Test Number Quantum Trunk Properties . . . . . . . . . . . . . . . Incoming Call Routing . . . . . . . . . . . . . . . . . . Regular Trunk Calls. . . . . . . . . . . . . . . . . . . Web IP Calls . . . . . . . . . . . . . . . . . . . . . . . Outgoing Call Blocking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Setting Message Notification Options . . . . . . Setting the Message Types for Notification . Emergency Notification . . . . . . . . . . . . . . Unusual VM Activity Notification . . . . . . . . Setting the Type of Notification. . . . . . . . . Setting Notification Timing . . . . . . . . . . . . Setting Notification Business Hours . . . . . . Enabling Message Notification. . . . . . . . . . Configuring Calling Restrictions . . . . . . . . . . Setting Call Restriction Options. . . . . . . . .
Setting Hunt Group Mail Management . . . . . . . Disabling a Mailbox . . . . . . . . . . . . . . . . . . . Synchronizing with Exchange Server. . . . . . . Setting E-mail Options . . . . . . . . . . . . . . . . Setting Mailbox Playback Options . . . . . . . . . Setting Mailbox Capacities . . . . . . . . . . . . . . Setting Message Notification Options . . . . . . . . Setting the Message Types for Notification. . . Setting the Type of Notification . . . . . . . . . . Setting Notification Timing. . . . . . . .
Setting the Message Types for Notification . Setting the Type of Notification. . . . . . . . . Setting Notification Timing . . . . . . . . . . . . Setting Notification Business Hours . . . . . . Setting Call Handling Options . . . . . . . . . . . Handling Busy Calls . . . . . . . . . . . . . . . . . Forwarding All Calls . . . . . . . . . . . . . . . . . Handling Unanswered Calls . . . . . . . . . . . Number of Rings Before Handling . . . . . . . Setting IntraGroup Call Distribution. . . . . .
CHAPTER 25 Enterprise VoIP Network Management . . . . . . . . . . . . . . . . . . . .323 Understanding VoIP Bandwidth Requirements . . . . . . Opening AltiEnterprise Manager . . . . . . . . . . . . . . . . Changing the AltiEnterprise Manager Password . . . . Setting VoIP Codec Profiles . . . . . . . . . . . . . . . . . . . Assigning Codec Profiles to IP Addresses . . . . . . . . . . Defining IP Networks . . . . . . . . . . . . . . . . . . . . . . . . Defining Your Network . . . . . . . . . . . . . . . . .
Setting Up the Client . . . . . . . . . . . . . . . . . . . . . . . . . Install the AltiGen TAPI Service Provider on the Client . Set Up Phone and Modem Options . . . . . . . . . . . . . . Set Up Phone Dialer . . . . . . . . . . . . . . . . . . . . . . . . Testing TAPI Service Provider on the Client System. . . Making a Call in Microsoft Outlook. . . . . . . . . . . . . . . Changing TAPI Configuration Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
APPENDIX E Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .431 Troubleshooting VoIP—Common Symptoms and Solutions . . . . . . . . . . . . . . 431 INDEX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 433 AltiWare 5.
xii AltiWare 5.
About This Manual This guide is designed for dealers, administrators, and technicians who are responsible for installation, configuration, and administration of an AltiWare AltiContact Manager (ACM) system. Another manual, the AltiServ User Guide, covers the AltiWare ACM end user features and functions such as call handling and voice mail.
2 AltiWare ACM 5.
CHAPTER 1 Overview AltiWare is AltiGen’s system software targeted for the small to midsize business and contact center market. AltiWare is designed with an intuitive easy-to-use graphical user interface so your IT staff can easily manage the system and reduce administrative costs. The software is designed to support voice and data communications converged into a single data network.
Chapter 1: Overview • SIP Extension Home Gateway Assignment - This feature affects only multichassis installations. The primary purpose of this feature is to allocate resources for the IP phone when conferencing, silent monitoring, barging-in, and conversation recording. This allows the administrator to configure sufficient VoIP resources in an AltiGateway chassis for IP phone users assigned to this home AltiGateway.
Chapter 1: Overview • Codec Profile - Multiple codec profiles with different settings can be created and applied to different locations. Each profile can have a different codec, jitter buffer, and packet length to accommodate different IP connections. • Bandwidth Control for VoIP Sessions - Each server can configure the maximum concurrent VoIP sessions based on its Internet or intranet bandwidth.
Chapter 1: Overview PBX New Features and Enhancements • Meet-Me Conference • MobileExt Enhancements: – Trunk property is dynamically changed between regular trunk and MobileTrunk, eliminating the requirement to dedicate a trunk for MobileTrunk use and the need to segment T1/PRI span. – Soft On-hook/Off-hook for MobileExt user - This feature eliminates the need to dial back into the system to get a dial tone after terminating or transferring the current call.
Chapter 1: Overview • When user clicks Delete All in call history, confirmation is required IPTalk Enhancements • IPTalk uses SIP protocol • Supports IPTalk behind NAT • Dial pad transmits DTMF to server when using IPTalk • User can select different ringing and voice devices AltiAgent • User receives indication when calls are in the workgroup queue • User has the ability to manage the workgroup voice mail box • Workgroup voice mail indicator added • DNIS field added to Queue monitor window • A red light
Chapter 1: Overview Key System Features The following sections list the key features of the AltiWare system. IP PBX Features Account Codes - allows the user to input an account code on each call to track telephone usage in order to bill back to clients or create a record of calls specific to a project and to budget and forecast expenses. Forced Account Codes force the user to input an account code on each call to track telephone usage.
Chapter 1: Overview Configurable Phone Display - the system administrator can configure the Caller ID, Name, or DNIS number displayed on a phone set. Conversation Recording - an extension user can record a conversation to voice mail. Dialed Digit Translation - allows the administrator to select a single dialed digit that can be assigned to route a call to any destination. First Digit Translator allows the administrator to select a single dialed digit that can be assigned to route a call to any destination.
Chapter 1: Overview 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. This feature can be enabled or disabled per extension by the administrator.
Chapter 1: Overview Personal Call Park and Pick Up - users can park calls at one station to be picked up at another station. Up to 50 calls may be parked at one station simultaneously. Calls parked to a group are protected. Only group agents or the person who parked the call can pick it up. Single Call Waiting - allows users to put an existing call on soft hold and take a second call upon hearing a Call Waiting tone. The user can then alternate between the two calls.
Chapter 1: Overview Call Queuing - places caller in a queue to wait until an ACD group member becomes available. Call Queue Announcement - before a call enters a workgroup queue, the system announces the expected wait time or call queue length to the caller. Call to Queue Alert - agents can be alerted via a beep and a screenpop when a call enters the workgroup queue. Distinctive Ringing for Workgroup Calls - allows workgroup incoming calls to use a different ringing cadence from normal calls.
Chapter 1: Overview • Assigning skill level requirement (SKLR) to caller • Assigning skill level (SKL) to agent • Matching caller’s SKLR to agent’s SKL • Setting skill coverage and escalation rules Supervisor Silent Listen - allows a workgroup supervisor to silently listen to a call between workgroup agent and caller. Personal calls can also be silently listened to by a workgroup supervisor. Supervisor Barge In - allows a workgroup supervisor to barge into a call between workgroup agent and caller.
Chapter 1: Overview Auto Attendant (AA) Features The AA features provide quick and courteous processing of all incoming calls. An AA can be configured to serve as a primary attendant or as a backup to a receptionist. AA features include: Dial By Name - allows a caller who does not know your extension number to spell your name using the telephone key pad. The system will search the Directory and make a match on the name to connect the caller to the intended party’s extension.
Chapter 1: Overview Making a Call from the Voice Mail System - allows users to make a call from within the Voice Mail System by pressing # at the Main Menu and entering the internal extension or external phone number. This is especially useful while traveling where users can respond to all messages and make other calls not associated with a message, all with one call into the Voice Mail System. This can result in significant savings. The use of this privilege is configurable on a per-user basis.
Chapter 1: Overview Exchange Integration - provides message synchronization between AltiWare and a Microsoft Exchange server on the LAN. This feature allows for dynamic synchronization of mail between the two servers so that deleted messages from one server get automatically deleted in the other server. Similarly, a new message sent to one server is transmitted to the other server. This way, the message can be accessed or deleted from either server.
Chapter 1: Overview Monitor List - lets you configure an extension’s privilege to see other extension’s call activity through AltiView or AltiAgent. Password Security - allows administrators to lock extensions that have been “attacked” with false password attempts and to set default system passwords for newly created or newly assigned extensions. Out Call Routing Configuration - allows outgoing calls to be directed to particular trunk routes, based on parameters assigned in the Out Call Routing table.
Chapter 1: Overview Global IP Dialing Table - The IP Dialing Table is configured in AltiEnterprise Manager. The IP Dialing Table configuration is used to create location-based routing in the AltiEnterprise. The 5.1 IP Dialing Table supports hop-off blocking by location to prevent unnecessary hop-off calling. H.323 Tie-Trunk Support - Ensures backward compatibility to systems using AltiWare versions prior to 5.1.
Chapter 1: Overview Optional Add-On Software The following software is optional: AltiConsole - a Windows-based Attendant console connected to AltiWare over a network; emulates a standard, hardware-based Attendant console through software; has the flexibility of adding new features through software without changing the hardware.
Chapter 1: Overview 20 AltiWare ACM 5.
CHAPTER 2 Software Installation & License Registration This chapter briefly describes the installation process of the system software, AltiWare 5.1. For complete and up-to-date instructions, refer to the Readme on your AltiWare ACC/ACM 5.1 CD. The chapter also walks you through the license activation and registration process. The chap ter includes the following: • Minimum system requirements • Preparation for installation • Performing an upgrade • Migrating from ACC 5.1 to ACM 5.
Chapter 2: Software Installation & License Registration • Windows Server 2003 • Windows XP Professional For AltiWare 5.1 Client Applications • Windows 98 2nd Edition (AltiView, AltiAgent, AltiSupervisor only) • Windows 2000 Server/Professional with SP4 and above • Windows XP Professional • Windows Vista Business For Online Help • Internet Explorer 6.0 or higher browser. CPU, Memory, and HDD Requirements The following table lists the minimum requirements for a single system.
Chapter 2: Software Installation & License Registration Preparation for Installation Before you start installing AltiWare, you need the following: • Windows Update—Make sure your server has the recommended Windows Service Pack or Update. • AltiWare 5.1 CD ROM—The AltiWare CD ROM that contains the AltiWare 5.1 programs. • AltiWare latest update—Check to see if there is an Update available to the AtliWare 5.1 Release.
Chapter 2: Software Installation & License Registration Upgrade and Migration Path The following diagram shows the software upgrade and migration path. Note: You can upgrade to AltiWare ACC/ACM 5.1 software only from a 5.0A release. Upgrading from 5.0A to 5.1 Please refer to the Readme on your AltiWare ACC/ACM 5.1 CD for complete installation instructions. These are the steps, in brief: 1. Uninstall all AltiWare 5.0A Clients, using Windows Control Panel > Add/ Remove Programs.
Chapter 2: Software Installation & License Registration 10. In the Setup Type dialog box, select the Upgrade from 5.0A option. Follow the instructions on the screen to complete the installation process. Note: If you plan to run Exchange Integration, make note of the system-assigned password (or change the password to one you will remember). You will need this password if you ever have to do troubleshooting in Exchange. If you see the following dialog box, click the Continue Anyway button. 11.
Chapter 2: Software Installation & License Registration 5. Log in to Windows as a domain or local user account that has local administrator privileges. If your machine is a stand-alone server, you need to log in as a local administrator account. 6. Insert the AltiWare CD-ROM into the CD-ROM drive. 7. Select and read the Readme.txt file. 8. After reading the Readme.txt file, click on SETUP.EXE in the AltiWare ACM folder. 9. In the Setup Type dialog box, select the Migrate from ACC 5.1 option. 10.
Chapter 2: Software Installation & License Registration All software must be registered, including AltiWare Office products. No AltiGen software comes out of the factory pre-registered. All license keys must be registered to the system key — without proper registration, the system will function with only 8 extensions and all trunk ports enabled. If the system key is not present, AltiAdmin cannot be connected to the server. Once registered, system keys have license keys associated with them.
Chapter 2: Software Installation & License Registration When the System Has an Internet Connection To activate any license through online registration, follow these steps: 1. From the About AltiWare window in AltiWare Administrator, click on the License Information button. 2. Click the Registration button to open a new License Information window. 3.
Chapter 2: Software Installation & License Registration 4. In the License Key field of the Add License pop-up window, enter the license key and click OK. Continue adding licenses with the Add License button until all licenses are entered. 5. Click the Online Register button. This launches the following web page to start online registration. 6. Click the Proceed to Online Registration button. 7. The next web page allows for inputting System and Dealer Installation ID.
Chapter 2: Software Installation & License Registration For the Customer Information and Installer Information sections, fill in all fields (required) and click Next when finished. 9. The next web page allows for entering of new License Keys or for adding any additional licenses. Click Add More Keys to add more licenses, or click Next to register these licenses. 30 AltiWare ACM 5.
Chapter 2: Software Installation & License Registration Note: All keys are case-sensitive. 10. The next web page displays the licenses that have been activated and are about to be registered. • Approved licenses are indicated by a green check mark and will display a description next to the approved license. • Invalid licenses are indicated by a red X mark.
Chapter 2: Software Installation & License Registration 13. Return to the AltiWare system. In the License Information window, click the Refresh button. The licenses that have just been validated will appear in the license field, along with an accompanying Registration Key number and Description of the license. 14. Close the License Info window to finish the license registration. 32 AltiWare ACM 5.
Chapter 2: Software Installation & License Registration When the System Has No Internet Connection To register any license through online registration when the local AltiWare system has no Internet connection, follow these steps: 1. From the About AltiWare window in the local AltiWare Administrator, click on the License Information button. 2. Click the Registration button to open a new License Information window. 3.
Chapter 2: Software Installation & License Registration 4. In the License Key field of the Add License pop-up window, enter the license key and click OK. Continue adding licenses with the Add License button until all licenses are entered. 5. Click Save Register Form to save registration information as a Register.htm file and copy to a network drive or removable storage device. 6. From any PC with an Internet connection, open the Register.htm file. 7.
Chapter 2: Software Installation & License Registration Click Next when finished. 10. The next web page allows for inputting of Customer and Installer information. For the Customer Information and Installer Information sections, fill in all fields (required) and click Next when finished. 11. The next web page allows for entering of new License Keys or for adding any additional licenses. AltiWare ACM 5.
Chapter 2: Software Installation & License Registration Click Add More Keys to add more licenses, or click Next to register these licenses. Note: All keys are case-sensitive. 12. The next web page displays the licenses that have been activated and are about to be registered. • Approved licenses are indicated by a green check mark and will display a description next to the approved license. • Invalid licenses are indicated by a red X mark.
Chapter 2: Software Installation & License Registration – obsolete licenses – not enough digits in license number – wrong license number – license number is registered to another system key You may attempt up to three retries to validate licenses. If you click Retry a fourth time, the Web Registration will not continue and you must begin the Web Registration process again from Step 5. Click Next to continue. 13.
Chapter 2: Software Installation & License Registration 16. Return to the AltiWare machine. In the License Information window, click the Load button to load the exctl file into the AltiWare system. 17. Click Refresh to update the License Information window. Any newly activated licenses through web registration will appear in the license field. Registering Online Without AltiWare Admin To register licenses through the web without using AltiWare Administrator, go to the following web URL: http://registrar.
Chapter 2: Software Installation & License Registration Error Message Solution Copy activation file failed. Activation file (exctl) is not in the specified folder, is missing, or is corrupted. Make sure you select the correct file folder where the activation file is located and try again. If problem persists, you can manually copy the activation file to c:\AltiServ\db directory (if AltiServ is installed on the c: drive) and run the installation program again.
Chapter 2: Software Installation & License Registration 40 AltiWare ACM 5.
CHAPTER 3 Getting Around AltiWare Administrator 5.1 This chapter gives a brief overview of AltiWare Administrator, the program used to configure and administer the AltiWare AltiContact Center and AltiContact Manager applications (ACC/ACM). AltiWare Administrator has a graphical user interface with tabbed windows that makes it easy to use. Use it at the AltiWare ACC/ACM system, or use it remotely on any other PC on the LAN.
Chapter 3: Getting Around AltiWare Administrator 5.1 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. The AltiWare Administrator Main Window When you run AltiWare Administrator, you’ll see something like this: Menu bar Buttons for quick access Status bar Figure 1.
Chapter 3: Getting Around AltiWare Administrator 5.1 • System Opens windows where you can configure system settings, gateways, voice mail, auto attendants, multilingual support, call recording, and application extensions. • PBX 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.
Chapter 3: Getting Around AltiWare Administrator 5.1 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. Recording. Opens the Recording Configuration window. Shortcut for System > Recording Configuration. MeetMe. Opens the MeetMe Conference window. Shortcut for PBX > MeetMe Conference. Summary. Opens the System Summary window. Shortcut for Report > System Summary. About.
Chapter 3: Getting Around AltiWare Administrator 5.1 Double-click a board to open a configuration window for that board. Figure 3. Boards window Click on any column head to sort by that column. Click again to reverse the sort order. Extension View Window The Extension View window displays the name, location, and status of all assigned extensions. Right-click an extension to display its physical location... ...or to open a line properties window specific to the selected extension. Figure 4.
Chapter 3: Getting Around AltiWare Administrator 5.1 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. Trunk View Window The Trunk View window displays the status of all assigned trunks. Right-click a trunk to display its physical location or to open a trunk line properties window specific to the selected trunk. Figure 5.
Chapter 3: Getting Around AltiWare Administrator 5.1 Call Log View Window The Call Log View window displays the line and trunk traffic history. Prints selected log entries. Clears the window of all data. Figure 6. 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.
Chapter 3: Getting Around AltiWare Administrator 5.
Chapter 3: Getting Around AltiWare Administrator 5.1 • Total Packet Loss Rate—the total number of voice packets that • Max Packet Loss Rate—the • Jitter —displays the average length of delay per voice packet in milliseconds. This number can be used to measure the quality of service on the network that connects the source and destination sites. Under 100 milliseconds is good, while a higher figure indicates a longer than average delay.
Chapter 3: Getting Around AltiWare Administrator 5.1 Programs Available from the Windows Start Menu Several AltiWare programs are available from the Windows Start menu. Available under AltiWare ACC/ACM: • ACC/ACM Administrator 5.1—Lets you configure and administer your AltiWare system. • AltiEnterprise Manager—Manages multiple systems, and is where you set up the IP dialing table and IP codec profiles. See “Enterprise VoIP Network Management” on page 323. (Available also from AltiWare Administrator.
CHAPTER 4 System Configuration The System Configuration window provides for configuring the AltiWare ACC/ACM system-wide settings. To open the System Configuration window, do one of the following: • Click the System Configuration button on the toolbar. • Select System > System Configuration. You can then work with the following settings, each of which is accessed by a tab in the System Configuration window.
Chapter 4: System Configuration Setting General Parameters 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. Figure 1. System Configuration, General tab You can set the following parameters and options: Parameter Description System ID Assign a number (1-100) to the system.
Chapter 4: System Configuration Parameter Description Manager Extension Select the system manager’s extension number.
Chapter 4: System Configuration Parameter Description Operator Extension and Group Members Select the extension to be used by the system operator. If the extension number you select is a workgroup or a hunt group, member extensions will show up in the Group Members box.
Chapter 4: System Configuration To set the number plan, select System > System Configuration, then click the Number Plan tab. Figure 2. System Configuration, Number Plan tab Use the Number Plan tab to specify the following parameters: Parameter Description Extension Number Length The number of digits for your extension numbering system. Valid entries are from 3–6. For example, extension 2001 and 4020 are 4-digit extension numbers.
Chapter 4: System Configuration Parameter Description DID Number Length The number of digits needed to match a DID (Direct Inward Dialing) number. The range is from 2 - 16. Each extension can be assigned a DID number. A DID number does not have a fixed length. For example, suppose the DID number length is 4 and the extension DID number is 2522999. Depending on the service contract with the Central Office (CO), the DID trunk can send all 7 digits (2522999) or just the last 4 digits (2999).
Chapter 4: System Configuration Parameter Description First Digit Translator Configuration Figure 3. Single Digit Routing To set up a First Digit Translator entry, select the check box (to the left of 1-9, * or #), then enter the desired digits. When a box is checked, the digit preprocessor will replace the first digit 1-9, * or # that user dials with the digits indicated in the corresponding field. In the above example, if a user dials “*”, the system replaces this with “911”.
Chapter 4: System Configuration Parameter Description Extension Dialed Digit Translator Note: This feature is intended for, but not limited to, allowing a remote IP extension to make an emergency call (911) through AltiServ. If AltiServ is in a different location than the IP extension, the emergency call can be routed to the emergency center where the IP extension is located. Figure 4. Extension Call Routing To set up an Extension Dialed Digit Translator entry: 1.
Chapter 4: System Configuration Parameter Description 3. (optional) From the Non members list, you may select an IP extension that the Extension Dialed Digit Translator will apply to. You can apply the same Members to multiple locations. You may also enable the Bypass Account Code option if Account Codes are required. 4. Enter digits in the Dialed Number field and Translate To field.
Chapter 4: System Configuration Parameter Description IP Trunk Access – Only one IP trunk access option is allowed per system. To use Voice over IP, you must set up this access and, in addition, configure the IP Dialing Table as discussed in “Defining the IP Dialing Table” on page 336 and set the VoIP codecs as discussed in “Setting VoIP Codec Profiles” on page 327.
Chapter 4: System Configuration To access the Business Hours settings, select System > System Configuration, then click the Business Hours tab. Figure 5. System Configuration, Business Hours tab 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. To add a Business Hours profile, click the Add button.
Chapter 4: System Configuration Parameter Description AM and PM Schedules For each day of the week, select the time periods during which the company is available for business. The time between the AM and PM times can be used to indicate a lunch break or time between shifts. If you don’t want to set a break between AM and PM schedules, set the PM starting time to be the same as the AM ending time.
Chapter 4: System Configuration Figure 6. System Configuration, Holiday tab Multiple Holiday Profiles can be configured in a system. Each Holiday Profile can include multiple holidays. A default “System” Holiday profile is already configured. Multiple Holiday Profiles can also be assigned to DNIS Routing and Trunk In Call Routing entries. To create a Holiday Profile 1. Click the Add button beside Profile to open the Add Holiday Profile dialog box. Enter a name for the profile, then click OK. 2.
Chapter 4: System Configuration The holiday you added appears in the Holiday list. Additional holidays you create appear in the list and together make up the Holiday Profile. To set call routing 1. Select a Holiday Profile from the Profile drop-down list, and then select a holiday in that profile from the Holiday list. 2. Set call routing for “normal” holiday hours using the field group in the Normal section of the Holiday tab. This will be the default route for calls coming in on that holiday. 3.
Chapter 4: System Configuration Figure 7. System Configuration, System Speed tab Adding Speed Dial Entries To add a speed dial entry, 1. Click the Add button. The Speed Dial Configuration dialog box appears. 2. The next available ID is filled in for you, or you can select the ID number using the drop-down arrow. 3. Type in a name for the Speed Dial entry, then enter the full number as you would dial it, with a maximum of 20 digits per entry.
Chapter 4: System Configuration Editing Speed Dial Entries To edit an entry, double-click the number you want to work with, or select the number and click Edit. In the Speed Dial Configuration dialog box that appears, edit the entry and click OK . Figure 8. Speed Dial Configuration To delete a system speed dial entry, select it in the System Speed tab and click Delete. Note: System speed dial is read-only from AltiView and AltiAgent.
Chapter 4: System Configuration Figure 9. System Configuration, Call Restriction tab Blocking Calls to Area Codes from All Extensions To add or edit system-prohibited area codes: 1. Double-click an index entry in System Prohibited Prefixes list, or select the index entry and click Edit. This opens a dialog box that allows you to enter a prefix number. 2. Enter a 1 and the dialing prefix to block (for example, 900, 976). You can enter up to 20 digits maximum for each prefix.
Chapter 4: System Configuration Locking Attacked Extensions If a user enters eight consecutive invalid passwords when logging on to voice mail or to activate an extension, AltiWare considers this an attack. To protect your company from theft of services, you can lock an attacked extension for the period of time you specify (10 minutes - 23 hours, 59 minutes, and 59 seconds) in the Password Check field group. To unlock an extension, use the Extension Checker tool that is installed with AltiWare.
Chapter 4: System Configuration Creating Account Codes Account Codes let you enable or force users to assign incoming and outgoing calls to particular account codes for billing, tracking, or forecasting purposes. Up to 10,000 account codes can be created. To access the Account Code tab, select System > System Configuration, then click the Account Code tab. Figure 11. System Configuration, Account Code tab Adding and Deleting Account Codes To create an account/code association, click Add.
Chapter 4: System Configuration • How you want the system to manage an internal CDR database. • If CDR needs to be output through a COM port to another computer, which COM port and which baud rate to use. To learn more about internal and external CDR databases and schema, refer to the CDR Search Manual. To set up Call Reports, select System > System Configuration, then click the Call Reports tab. Figure 12.
Chapter 4: System Configuration External (Remote) Logging of Call Data AltiWare allows you to output CDR records to a Microsoft SQL Server 2000 database. Before you enable external logging, you need to set up and configure the SQL database and external logger application. Please refer to the CDR Search Manual to learn how to set up an external logger service. Note: The SQL database cannot be on the same server as the AltiWare system.
Chapter 4: System Configuration Country-Relevant Settings The Country Relevant tab in the System Configuration window contains group boxes for setting toll call prefixes and emergency numbers. The Country field displays the country selected on the System Configuration, General tab. Figure 14. System Configuration, Country Relevant tab Setting Toll Call Prefixes AltiWare uses Toll Call Prefixes to determine the type of outside call and imposes restrictions when necessary.
Chapter 4: System Configuration Setting Emergency Numbers The number in the Emergency Number field will have the system automatically find a trunk to process the call without the extension user dialing a trunk access code first. You may enter up to three emergency numbers in the appropriate fields. Note: This feature works with both trunk access code and route access code.
Chapter 4: System Configuration To configure music on hold 1. Check Enable Callers on Hold or in Queue to Listen to Music or Recorded Announcement. 2. Select the Quantum, Triton Analog Station, or VoIP board number to which the audio equipment is attached. Playing Music from a File for Music On Hold The system can be set up to play music on hold from a custom file (and replaces the system’s default music-on-hold file). This file is located at \altiserv\phrases\Music\MusicOnWaiting.
Chapter 4: System Configuration To play an update prompt every 60 seconds: 1. Check the Play Update Prompt Every 60 Seconds check box. 2. Use the drop-down list to select the prompt number you want to use for the greeting message. Note: These settings will be used by all hunt groups and workgroups as the default system queue phrase. However, these settings will be overridden by the workgroup’s queue management phrase setting. Configuring Overhead Paging To configure overhead paging: 1.
Chapter 4: System Configuration There are a total of nine activity codes; the first six are pre-configured as follows: 1 - System Default, 2 - Personal, 3 - Meeting, 4 - Away From Desk, 5 - Business Travel, 6 - Personal Time Off The remaining three activity codes (7, 8, 9) are not assigned and can be customized by the administrator. To assign an activity code, click on an activity code and click Edit. In the Edit Activity dialog box, enter name of the Activity and click OK.
Chapter 4: System Configuration Feature Profiles Select System > System Configuration, then click the Feature Profiles tab to configure feature profiles. Figure 16.
Chapter 4: System Configuration Other Features: #12 – Language Setting #38 – Outside Call Blocking #39 – Operator Offline #44 – Overhead Paging #45 – Overhead Paging by Trunk #46 – Group Paging #53 – Outgoing Workgroup #54 – Login Workgroup #56 – Logout Workgroup #59 – Workgroup Call Monitor #66 – Trace Collection #73 – Silent System Call Park #90 – Ready to Receive Workgroup Call #91 – Not Ready to Receive Workgroup Call Session Types: Specify whether or not to allow the following types of sessions for th
CHAPTER 5 Gateway Management The softswitch architecture used in AltiWare release 5.1 allows multiple AltiGen servers to be configured as AltiGateways. Each gateway is controlled by the AltiWare 5.1 software, rather than by the hardware as in traditional switching center technology. An AltiGateway, then, is a telephony server with AltiGen telephony hardware and AltiGen gateway software that is connected to AltiWare.
Chapter 5: Gateway Management Note: AltiWare and AltiGateway servers have to be on the same LAN. Connecting an AltiGateway from a remote site to the AltiWare site through a WAN connection is not supported. The WAN network delay and latency may cause synchronization signal failure between AltiWare and the AltiGateway. Managing AltiGateways Whether you are using multiple gateways or one gateway, you will perform gateway management functions in the Gateway Management window.
Chapter 5: Gateway Management Setting Parameters To read or set parameters for a specific gateway, first select the gateway in the All Gateways list. After making changes to a gateway, click Apply before selecting another gateway. When you are finished with the window, click Close. Parameter Description All Gateways 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.
Chapter 5: Gateway Management Parameter Description Set CT-Bus Clock This parameter determines which telephony board will provide the clock signal for the TDM bus. If you don't have multiple T1 or E1 boards in a gateway, the default Auto setting is recommended. The system will find the appropriate board to supply the clock. If you have multiple T1 or E1 boards in a gateway, the system will automatically select the one with the lowest logical board ID as the clock source.
Chapter 5: Gateway Management To attach a gateway to the AltiServ system: 1. Select the gateway you want to attach. 2. Click the Attach button. It takes 2-5 minutes to attach a gateway, depending on how many boards are in the gateway. If a “Failed” message appears, you may have entered an incorrect IP address or password, or the gateway may already be attached. Detaching and Deleting a Gateway You can detach an AltiGateway without shutting down the AltiWare system.
Chapter 5: Gateway Management AltiGateway Configuration Tool The configuration tool that opens when you click the Config button in the Gateway Management window can also be opened from the Start > All Programs > AltiWare ACC/ACM > Gateway menu. When you open it from the Start menu, you’ll see this dialog box: Figure 3. AltiGateway Configuration Tool log-in dialog box Enter the IP address and password of the AltiGateway you want to check on, and click OK.
Chapter 5: Gateway Management Parameter Description Status The status of the gateway: active, disconnected, initializing, resetting, failed. Current Softswitch IP Address The IP address of the machine running AltiWare. Product Version The software version of the AltiGateway service. AltiWare ACM 5.
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CHAPTER 6 Voice Mail Configuration Use the Voice Mail Configuration window to control the following: • How the system processes voice mail notification • How the system processes voice mail deletion and expired messages • How the system records voice mail, system phrases, custom phrases, personal greetings, directory name recording, and queue phrases • Enabling or disabling of SMTP/POP3 service to deliver voice mail to an e-mail address as an attachment • Enabling or disabling Microsoft Exchange synchro
Chapter 6: Voice Mail Configuration Figure 1. Voice Mail Configuration, Messaging tab Setting Message Notification Retries When a message is sent to a user’s voice mailbox and outcall notification is configured, the system will try to call a phone number, pager, or an extension to deliver notification. You can set the retry setting for the notification as follows: Parameter Description Maximum Retry Count Can be between 0 and 16.
Chapter 6: Voice Mail Configuration Setting Message Management Options Set voice mail message confirmation and warning parameters: Parameter Description Confirm Message Deletion If checked, the system plays a voice message instructing the user to confirm request for deletion by pressing the # key. This prevents users from accidentally deleting messages with a single key entry.
Chapter 6: Voice Mail Configuration Parameter Description Postmaster Ext This field defines the extension that will be assigned as a Postmaster Extension. When the e-mail system receives an e-mail with an invalid e-mail account, the automatic reply to the sender (informing of the invalid e-mail account used) is sent from the defined extension. Note: The system always requires an extension to be specified as the Postmaster Extension. By default, the first extension in the system is used.
Chapter 6: Voice Mail Configuration Figure 2. Voice Mail Configuration, Voice Mail Distribution List tab Defining a Distribution List 1. On the Voice Mail Distribution List tab, select an ID (00 – 99) in the System Distribution List ID drop-down list. The list name, if any, now appears in the Name box; the members of the list are now displayed in the Member box, and other available extensions are displayed in the Non-Member box. 2.
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CHAPTER 7 Auto Attendant Configuration The auto attendant (AA) feature provides quick and courteous processing of all incoming calls. An AA can be configured to serve as a primary attendant or as a backup to a receptionist. In a call-heavy environment the AA can greatly reduce the number of calls that need to be handled by the operator. You can set up to 255 different AAs. AA features include: • Multiple levels of tree structure. • Repeat current level or jump to a specific level.
Chapter 7: Auto Attendant Configuration record custom phrases, use pre-recorded phrases and use professionally recorded phrases.
Chapter 7: Auto Attendant Configuration To add an AA beyond the first 16: Click the AA Configuration button , or select System > AA Configuration. Exports all your AA settings to an HTML file Figure 1. AA Select window • Edit—opens the AA window, where you can edit the selected AA as described in “Editing Auto Attendants” on page 95. • Add—opens the Add AA dialog box. Select an ID in the drop-down list and type in a descriptive Name for the AA, then click OK.
Chapter 7: Auto Attendant Configuration Figure 2. AA window Note: You can check the Hide ‘No Action’ Items check box to hide items that are set to “no action.” This will give you a cleaner view of your various action items. Configuring Menu Items The AA is a tree-based structure with unlimited tree levels. The following rules guide the basic AA configuration: • Each item is an action point with its ID number and name. • The top of the tree is a "O" (for Origin). • A timeout is indicated by a "T".
Chapter 7: Auto Attendant Configuration • Fourth step—Set Call SKLR (Skill Level Requirement) for AltiWare ACM skill-based routing. You can assign an SKLR from 1-9 to the caller who selects this menu item. If this box is not checked, go to the next step without delay. • Fifth step—Execute the action selected from the drop down list. The drop down list contains the following actions: Action Description No Action An “invalid” message plays and the menu is repeated.
Chapter 7: Auto Attendant Configuration Action Description Adv. - System Call Back Allows outside caller to dial into the system, enter a call back number, hang up, and wait for the system to call back. The system will request the caller to enter an extension and password for authentication. The call back number needs to include the toll call prefix and area code for long distance and international calls. The trunk or route access code is not required when entering a call back number. Adv.
Chapter 7: Auto Attendant Configuration To use the Collect Digits action: 1. Select the Adv. - Collect Digits action, then set the following additional parameters: Figure 3. Collect digits • Text Tag—a tag name, which is critical for the following operations: • For CDR logging, the IVRData field will log the collected digits as "Tag=xxxxx". For example, if tag is configured as "Account" and collected digits is "67663", the CDR database will log "Account=67663" in the IVRData field.
Chapter 7: Auto Attendant Configuration Making Auto Attendant Assignments Once the AAs are set up, you can use them in various in-call routing situations—trunk, DNIS, caller ID, in-call routing, and an answering option for an extension or workgroup. For example, for trunk /AA assignments, see “Quantum Trunk Properties” on page 169. For extension or group assignments, see “Setting Answering Options” on page 215. Phrase Management You might want to record unique phrases to customize an AA or a group.
Chapter 7: Auto Attendant Configuration Phrase # Phrase 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. 0295 Thank you for your patience. We should be with you soon. For your convenience, you may leave a message if you wish by pressing the # key on your telephone and we will get right back to you. 0296 We apologize for the extended delay, but our current call load is abnormally high.
Chapter 7: Auto Attendant Configuration 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. 3. Instruct the recording studio to record prompts in either 8KHz or 11.025KHz mono in the WAVE format. 4.
CHAPTER 8 Multilingual Configuration AltiWare ACM supports multiple language prompts (8 languages total) for trunk calls and extension users, letting you configure your system to handle the following types of scenarios in a multilingual environment: • An auto attendant (AA) may serve callers who speak different languages. AltiWare can be configured to let the caller select a preferred language in which to hear prompts. Once a language is selected, the whole call session will use the selected language.
Chapter 8: Multilingual Configuration • Enable the extension user to change the preferred language for the extension by using a feature code #12, if desired. • Configure the Language Setting in DNIS, if desired. Creating Language Phrase Packages For each set of phrases you want in a different language, you need to have phrases recorded in that language. See “Using Professionally Recorded Phrases” on page 101 for details.
Chapter 8: Multilingual Configuration Configuring for a Multilingual System To configure AltiWare as a multilingual system, select System > Multilingual Configuration. The Multilingual Configuration screen opens to the Language tab. Here you will add references to the language directories you created. These are the directories that contain phrases in other languages. Figure 2.
Chapter 8: Multilingual Configuration The contents of the fields System phrase directory and Custom phrase directory are fetched from the location where the language phrases are stored. They are not editable. Only the description of the language is editable here. To edit it, click the Edit button or double-click the row. The default language cannot be deleted. After you add languages, any language used by DNIS, an extension, or an AA cannot be deleted.
Chapter 8: Multilingual Configuration Configuring the Extension Extension users have a default language configured, and that language is always used for them whenever they hear a prompt on their extension. The default language is assigned in Extension Configuration > General tab. Select a language for the extension user Figure 3. Selecting a language for an extension user In the Language drop-down list, select the desired language, and click OK.
Chapter 8: Multilingual Configuration To configure feature code #12 for language selection: 1. Check the Language Selection Prompt check box. 2. Select the prompt the extension user will hear after pressing #12. You must know the text of this prompt, so you can match the languages to the correct numbers in the next step.
Chapter 8: Multilingual Configuration Using DNIS to Set the Language If your company has multiple phone numbers, you can configure AltiWare to direct a caller to prompts in a selected language based on the phone number the caller has dialed. To direct specified DNIS calls to a selected-language AA or extension: 1. Select PBX > In Call Routing Configuration > DNIS Routing tab . 2. Click the Add button to add a number. 3. Select where you want to route callers who have dialed that number. 4.
Chapter 8: Multilingual Configuration See “DNIS Routing” on page 177 for rules and restrictions on routing using DNIS. Which Language Will Be Used? AltiWare follows these rules to determine which language to use: 1. The extension user hears the prompts in the language configured or selected via the #12 feature code. 2. If the external caller selects a language in the auto attendant, AltiWare uses the selected language.
CHAPTER 9 Call Recording Configuration This chapter is relevent only if your system is using AltiWare ACM edition. AltiWare ACC edition does not support centralized call recording. To use the centralized call recording function, make sure the following requirements are met: • You need an ACM centralized recording session license. This is a concurrent session license. It regulates how many recording sessions are being used at the same time.
Chapter 9: Call Recording Configuration • trk(bbcc) for an inbound trunk call without caller ID.
Chapter 9: Call Recording Configuration Important: If you are using FTP protocol, the FTP server must be installed and configured properly on the same machine as the Central Location directory. An FTP folder must be created for the Central Location, so that it can be fully accessible through FTP. The FTP Path must be pointed to the Central Location.
Chapter 9: Call Recording Configuration 1. From the desktop, select Map Network Drive from the Tools menu. Figure 2. 2. Map Network Drive In the Map Network Drive dialog box, click the Sign up for online storage or connect to a network server link. Figure 3. “Sign up for online storage or connect to a network server” link This invokes the Add Network Place Wizard. 114 AltiWare ACM 5.
Chapter 9: Call Recording Configuration Figure 4. 3. Click Next. You’ll see the screen below: Figure 5. 4. Add Network Place Wizard Add Network Place Wizard Click Choose another network location and click Next. The following screen is displayed: AltiWare ACM 5.
Chapter 9: Call Recording Configuration Figure 6. 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: Figure 7. 6. Add Network Place Wizard - Internet/Network Address Add Network Place Wizard - Shortcut Name Type in a name for the network place and click Next.
Chapter 9: Call Recording Configuration Figure 8. 7. Click Finish. The network place you created should appear on the desktop. Figure 9. 8. Confirmation screen Network Place Created In the Recording Configuration window, use the Browse button to select the network place as the destination folder. AltiWare ACM 5.
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CHAPTER 10 Application Extension Configuration The application extension is an extension pilot number that allows an SDK-based addon application to log into the system and establish a communication channel to control trunk channels and interact with the system core PBX switching and voice processing service.
Chapter 10: Application Extension Configuration Figure 1. Application Extension Configuration window To set up an application extension: 1. In the Application Extension Configuration window, click the Add button and enter an extension number in the Add Application Extension dialog box. and click OK. Figure 2. Add Application Extension dialog box 2. The application extension appears in the AppExt List. 3. Type a password in the Password field. 4.
Chapter 10: Application Extension Configuration • AA—select the auto attendant number to use in the drop-down list under the option. AA settings are configured in System > AA Configuration. • Extension—select an extension from the drop-down list. • Operator—select an operator from the drop-down list.
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CHAPTER 11 Board Configuration This chapter shows how to configure AltiGen telephony boards: • Triton Resource Board, page 125 • Triton 30-Party Conference Board, page 125 • Quantum Board, page 125 • Triton Analog Station Board, page 126 • Triton Analog Trunk LS/GS and and LS Boards, page 127 • Triton VoIP Board, page 127 • Triton T1/E1 Boards, page 128 • Virtual Boards SIP and H323, page 142 • MAX1000 Board, page 144 For information on how to install AltiGen boards, refer to the Quick Installation Guide
Chapter 11: Board Configuration Double-click the board you want to configure, and a Board Configuration window opens, similar to the following: Figure 2. Board Configuration window These are the attributes and buttons in the Board Configuration window (see each board type in the sections that follow for additional notes on each type): Parameter Description Board Info Board Logical ID: assigned by AltiWare. Board Name: the type of board installed in the system and its physical ID.
Chapter 11: Board Configuration Important: To implement some board configuration changes, you must shut down and restart by choosing Services > Shut Down All Services (which also closes AltiWare) and then restarting AltiWare. If this is necessary, a message will pop up telling you so. Using the Triton Resource Board The Triton resource board requires no configuration. Board resources are available when the board is installed. The resource board has a maximum of 12 bridges for: • 6-party conferencing.
Chapter 11: Board Configuration • For Quantum boards in a Windows 2000 system, the valid physical board IDs are 115. The physical board ID 0 is not supported. • Depending on whether the channel is a line or a trunk line, double-clicking a channel in the Channel Mapping List opens either a Line Properties window (see “Quantum Line Properties” on page 199, or a Trunk Line Properties window (see “Quantum Trunk Properties” on page 169).
Chapter 11: Board Configuration Configuring the Triton Analog Trunk LS/GS and LS Boards The Triton Analog Trunk board is a long form factor PCI telephony card that supports 8 or 12 trunks, and is available in two models; loop start/ground start (LS/GS) and loop start (LS). Both models have the same features regarding LS. The LS/GS board is required when ground start trunks may be required. Double-click the board in the Boards window to open the Board Configuration window, similar to Figure 2 on page 124.
Chapter 11: Board Configuration Configuration Double-click the TritonIP board in the Boards window to open the Board Configuration window, similar to Figure 2 on page 124. See attribute descriptions below Figure 2. Note the following additional information: • Clicking the Board Configuration button opens a window that displays the board serial number, DSP clock, and physical and logical IDs. The drop-down list in the Configure Type field lets you select between a 12-port G.711/G.723/G.
Chapter 11: Board Configuration 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. Figure 6. Triton T1/E1 Configuration dialog box (For information on adding and removing mobile trunks, see “Mobile Extension Configuration” on page 239.
Chapter 11: Board Configuration Figure 8. Triton E1 configuration dialog box Reading the Status Messages If the channel group is working, the Status line displays OK. This status line is updated every 3 seconds. If there is an error, a message is displayed. The following table lists the types of error messages and the appropriate actions. Error Message Meaning Action HW failure: Major hardware problem. Board is not responding to commands.
Chapter 11: Board Configuration Error Message Meaning Action L1 failure: Layer 1 failure, CO notifies that the configuration is wrong; RAI = Remote Alarm Indicator Correct the settings. L1 failure:
Chapter 11: Board Configuration Error Meaning Line Code Errors Line Code Error is defined as an occurrence of a bi-polar variation or excessive zeroes. Bit Errors Bit Errors are defined as a CRC-6 error in ESF, FT-bit error in SLC-96 and F-bit or sync bit error in SF. Xmt Frame Slips Transmit Frame Slips counter shows the number of frame slips for the transmitter Clear button Use the Clear button to reset the statistics counters.
Chapter 11: Board Configuration Option Notes System Clock Master You can set the System Clock Master if you have a backto-back configuration and you want this span to be the master clock to the system. (Only one clock master should be selected in a back-to-back system.) See the following section on T1/E1 clocking.
Chapter 11: Board Configuration Figure 9. Figure 10. T1 PRI Protocol Configuration dialog box (top half) T1 CAS Protocol Configuration dialog box (top half) Selecting Span Types • T1 CAS—select this option to associate all channels on the span to T1 CAS. • Regular ISDN PRI—select this option to indicate 23B+D ISDN PRI span and to designate the last channel as the D channel. • Custom ISDN PRI—select this option only when your PRI D channel is on the last channel.
Chapter 11: Board Configuration Figure 11. E1 PRI Protocol Configuration dialog box (top half) Figure 12. E1 CAS Protocol Configuration dialog box (top half) Selecting Span Types • E1 CAS—select this option to associate all channels on the span to E1 channel associated signaling. • Regular ISDN PRI—select this option to indicate 30B+D ISDN PRI span and to designate the 16th channel as the D channel. • Custom ISDN PRI—this option is not available.
Chapter 11: Board Configuration Setting the ISDN PRI Switch Mode If you select a Span Type of Regular ISDN PRI or Custom ISDN PRI in the T1 PRI Configuration Window, use the following guidelines to set the ISDN PRI Switch mode. Figure 13.
Chapter 11: Board Configuration If you select a Span Type of Regular ISDN PRI or Custom ISDN PRI in the E1 PRI Configuration Window, use the following guidelines to set the ISDN PRI Switch mode. E1 PRI Figure 14. E1 PRI Switch Mode The top three settings are used for a connection to a CO switch: • Austel TS014 PRI • ETSI NET5PRI • NT DMS-100 PRI The bottom three settings are used for a PRI tie trunk configuration where two AltiWare systems are connected back to back.
Chapter 11: Board Configuration Configuring an ISDN Numbering Plan The ISDN Numbering Plan button in the Protocol Configuration window opens the PRI ISDN Numbering Plan dialog box. This function allows you to select how the system will identify and code the Called Number for six different types of calls. This coding instructs the CO on how to interpret the number being sent to it. Figure 15.
Chapter 11: Board Configuration • Numbering Plan: – Unknown – ISDN – National – Private The setting Unknown is used when the user or network has no knowledge of the numbering plan. In this case, the number digits field is organized according to the network dialing plan. B Channel Maintenance Message: This setting controls B channel initialization and maintenance message exchange between AltiWare and the CO, when the system starts up.
Chapter 11: Board Configuration Setting PRI Calling Numbers A PRI Calling Number Setting in the bottom half of the Protocol Configuration dialog box lets you set the numbers you want your Carrier to accept. Figure 16. PRI Calling Number Setting Most PRI trunks allow an AltiServ system to send calling numbers. For example, 10 different extensions in the same PBX system have 10 different DID numbers. With the calling number feature provided by Carriers, the callee will receive a more accurate caller ID.
Chapter 11: Board Configuration If AltiServ detects the Calling Number is not accepted by the Carrier, it will always send the number you enter in the text box at the lower right side of the dialog box as the Calling Number. Enter an appropriate Calling Number in this box. Installing a Channel Service Unit (CSU) This section discusses installing a CSU to the Triton T1 or T1/E1 Board. The channel service unit is a device used to connect a digital trunk line coming in from the phone company to the PBX.
Chapter 11: Board Configuration Configuring Virtual Boards SIPSP and H323SP A VoIP connection typically consists of two parts: • Signal Channel—responsible for setting up and tearing down a call using protocol. For example, SIP protocol is used in AltiWare 5.1 to build a signal channel between the server and the IP phone. • Media Path—responsible for encoding, transmitting, and decoding voice for both parties.
Chapter 11: Board Configuration The number of configured channels and licensed channels are displayed. AltiServ is set by default to support 60 SIP extension channels. You can change the number of SIP extension channels and tie-trunk channels, up to 400. If you change the numbers in this dialog box, you must shut down and restart the switching and gateway services for this change to take effect. When the services restart, the new configuration appears in the Currently Configured Channels fields.
Chapter 11: Board Configuration Configuring the MAX Board The MAX Server is a telecom appliance that consists of an embedded DSP board and two access board slots. AltiWare treats the entire MAX system as one board with two access board options. The Boards window displays the MAX board as “MAX[xxyy(-T1),xxyy]: Figure 19. Boards View showing MAX board xx refers to the number of analog trunks, and yy refers to the number of analog extensions. If an access board has a T1/E1 port, -T1 is added to the end.
Chapter 11: Board Configuration • For information on configuring the T1/E1 trunk, see “Triton T1/E1 Trunk Properties” on page 157. • For information on configuring the Triton Analog Trunk, see “Triton Analog Trunk GS/ LS Properties” on page 160. • For information on configuring a Triton Analog Line, see “Triton Analog Station Line Properties” on page 200.
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CHAPTER 12 Trunk Configuration Trunk attributes and parameters are set using the Trunk Configuration window. The attributes and options available depend on the type of board and trunk. This chapter discusses general configuration options applicable to all trunks, followed by specific configuration options for the following trunk types: • H.
Chapter 12: Trunk Configuration Figure 1. Channel Information box Opening the Trunk Configuration Window To open the general Trunk Configuration window, do one of the following: • Click the Trunk Configuration button in the toolbar. • Select PBX > Trunk Configuration. • 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.
Chapter 12: Trunk Configuration The Trunk Configuration window opens: Figure 3. Trunk Configuration, General tab Selecting Trunks to Set Attributes The title bar of the Trunk Configuration window displays the card and the channel of the selected trunk. The list on the left shows all the configured trunks. The Location format is the same as in the Trunk View window, that is, Logical Board ID : Channel Number. The logical board ID is assigned by the system.
Chapter 12: Trunk Configuration Configuring One or Multiple Trunks To customize trunk characteristics, you work on one trunk at a time. To apply the same configuration to multiple trunks, use the Apply To button. This pops up a list of all trunks, with all of the trunks selected by default. 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.
Chapter 12: Trunk Configuration Important: If a trunk is in the hunt group of your company main number and you configure this trunk as an "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. Paging—This configuration is for an overhead paging equipment and requires a Loop Start trunk port. The paging equipment will provide loop current to the trunk port.
Chapter 12: Trunk Configuration • Overlap - Transmitting dialed DTMF digits to the CO without buffering digits in the system first. 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.
Chapter 12: Trunk Configuration transmit any data to the 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. • Holiday Profile—A holiday profile can be assigned to a trunk.
Chapter 12: Trunk Configuration H323 Tie Trunk Properties To open a trunk configuration dialog box for an H323 tie trunk, do one of the following: • In the Trunk Configuration window, select an H323 trunk type, then click the Trunk Properties button. • In the Board View window, double-click an H323 board type, then click the Board Configuration button. Board configuration is discussed in “Configuring the H323SP Board” on page 143.
Chapter 12: Trunk Configuration SIP Trunk Properties Traditionally telecom trunks are from your local carrier’s PSTN switch and the dial tone is provided via either analog trunks or T1/PRI digital trunks. A new type of service called “IP Dial Tone,” which allows you to dial a long distance call at a lower rate, is available. IP Dial Tone is delivered through your IP data network, and the service provider can be anywhere in the world, as long as the VoIP data packets can be routed properly.
Chapter 12: Trunk Configuration The SIP Trunk Configuration dialog box opens: Figure 5. SIP Trunk Configuration dialog box and Edit box To edit a line, click the Edit button, fill in the blanks, and click OK.
Chapter 12: Trunk Configuration Triton T1/E1 Trunk Properties To open a configuration dialog box for a Triton T1/E1 channel, do one of the following: • If you’re in the Trunk Configuration window, select a Triton T1/E1 channel from the trunk channels list, then click the Trunk Properties button, or just double-click the channel in the list. • If you’re in the Trunk View window, right-click the channel and select Channel Properties. Figure 6.
Chapter 12: Trunk Configuration Parameter Description You can select the maximum time-out delays, in seconds, and the appropriate sequence of symbols to be collected for Caller ID and DID. Max. seconds before the first digit Maximum wait time before time-out for the system to identify this digit after either the first ring in ground start or loop start or the wink in wink start. The range is from 1-6 seconds, or None, with a default value of 3 seconds. Do not change this value unless advised.
Chapter 12: Trunk Configuration Caller ID and DID Incoming Sequence Example The following is an example of a Caller ID and DID/DNIS incoming sequence window. Figure 7. Sample Incoming Sequence window When a call comes in, the system tries to match the incoming sequence to either the first or second Incoming Sequence Digit String sequence. If no match is found, no Caller ID or DID digits will be collected. • The system waits 3 seconds for the first digit to arrive.
Chapter 12: Trunk Configuration Triton Analog Trunk GS/LS Properties To open a configuration dialog box for a Triton Analog Trunk GS/LS channel, do one of the following: • If you’re in the Trunk Configuration window, select a Triton Analog Trunk GS/LS channel from the trunk channels list, then click the Trunk Properties button, or just double-click the channel in the list. • If you’re in the Trunk View window, right-click the channel and select Channel Properties. Figure 8.
Chapter 12: Trunk Configuration Parameter Description Incoming Ring Single—Default setting for North America Double—For countries using Ring-Ring-Silent type of ring pattern Impedance The resistance of electrical current to alternating current, measured in Ohms. Impedance occurs when power or signal is transferred from one circuit to another. When a trunk interface impedance is greatly mismatched with the CO analog line, it may result in static noise and echo heard by IP phone users.
Chapter 12: Trunk Configuration Parameter Description Tone Disconnect Busy tone (reorder tone, fast busy tone, error tone, and so on) or dial tone (continuous tone, and so on). This should be used in conjunction with drop in loop current. For COs who cannot guarantee loop break, this may be the only option. Receiver/ Transmission Gain Slide setting adjusts the gain from -6 dB to 6 dB for every Triton Analog Trunk channel. The gain is not adjustable, by default.
Chapter 12: Trunk Configuration Parameter Description Rx Level at 600 Ohms The Rx Level measurement at 600 Ohms, obtained by clicking the Test Rx Level button. See Test Rx Level button, below. Test Rx Level button Tests the receiving level of the trunk channel on a call to your local CO’s Milli-Watt Test Number after you set the Impedance parameter to 600 Ohms and the Rx Gain to 0dB. Results are displayed in the Rx Level at 600 Ohms field.
Chapter 12: Trunk Configuration Note: If the Hybrid Echo Return Loss reading of a trunk is worse than -6 dB, for example, -5 db, the trunk may be subject to VoIP voice quality problems. Use this trunk to connect to analog phones only, or configure it to be the least used trunk. (Acceptable range for Hybrid Echo Return Loss is -6dB to -26dB.) Noise Level should be less than -67dBm (acceptable range is -67dBm to 90dBm). 2. Make calls from the trunks to test voice quality. 3.
Chapter 12: Trunk Configuration 5. Click OK. The Rx Level measurement is displayed in the Diagnosis section of the main dialog box. If you call your local CO’s Milli-Watt Test Number, the acceptable range for Rx Level should be between -6dB and -3 dB, with -5dB being ideal. 6. Restore the Impedance and Rx Gain settings, and click OK.
Chapter 12: Trunk Configuration Figure 11. 3. Set the Timeout to Repeat Current Level. Figure 12. 4. Setting the AA to play a prompt phrase Setting Timeout to Repeat Current Level 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. 166 AltiWare ACM 5.
Chapter 12: Trunk Configuration Figure 13. Setting trunk In Call Routing to an AA 5. Call from one trunk to the testing reference trunk. You should hear a 1kHz tone playing at the originating side. 6. While the tone is playing, measure the Rx Level at the trunk that is making the outgoing call. If the reading is less than -6 dB, for example -3 dB, take the following steps to attenuate the gain for the Triton Analog Trunk to IP phone connection: a.
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. 168 AltiWare ACM 5.
Chapter 12: Trunk Configuration Quantum Trunk Properties The Quantum board is a supported but discontinued board. To open a configuration dialog box for a Quantum channel, do one of the following: • If you’re in the Trunk Configuration window, select a Quantum channel from the trunk channels list, then click the Trunk Properties button, or just double-click the channel in the list. • If you’re in the Trunk View window, right-click the Quantum channel and select Channel Properties. Figure 14.
Chapter 12: Trunk Configuration Parameter Description Incoming Ring Type Single—Default setting for North America Centrex Flash Duration (ms) Specifies the Flash Duration time in milliseconds, with a range from 50 ms to 1000 ms. This setting complements the Centrex Flash Support option in the General tab for the trunk. Detect Trunk Status By Loop Current When selected, the analog trunk will check the loop current and if connected will change the state to “Idle.
Chapter 12: Trunk Configuration Parameter Description Transmit to CO (dB Gain) Slide setting adjusts the gain from the trunk to the CO from 0 dB to -7 dB for every Quantum Trunk channel. The default setting is 0 dB, and it is highly recommended not to change this setting. Caution! Setting the volume too high will cause distortion in voice quality and/or missed DTMF digits. AltiWare ACM 5.
Chapter 12: Trunk Configuration Incoming Call Routing To set incoming call routing for a trunk, select the trunk on the General tab, then click the In Call Routing tab in the Trunk Configuration window. The trunk location appears in the title bar. Figure 15.
Chapter 12: Trunk Configuration • Non Workdays Within each of these three time slots, you have the following routing options for incoming calls: • Route to an extension selected in the drop-down list • Route to an auto attendant number selected in the drop-down list • 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. Figure 16.
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CHAPTER 13 In Call Routing Configuration In Call Routing rules determine how the system routes incoming trunk calls to various targets. The system’s routing steps are as follows: Step Routing Process 1 Match DID number configured in extension, workgroup, or hunt group. If there is no match, go to the next step. 2 Match caller ID defined in the Caller ID Routing table. If there is a match and • today is a holiday, route the call according to the Holiday Profile’s routing rules.
Chapter 13: In Call Routing Configuration Caller ID Routing When an incoming call comes through a trunk with Caller ID, the system can route the call to the proper extension, to the auto attendant, or to the operator, based on the Caller ID number collected. In order to locate an entry in the Caller ID table for an incoming call, a full match is required. To access Caller ID routing, click the Caller ID Routing tab in the In Call Routing Configuration window. Figure 1.
Chapter 13: In Call Routing Configuration Defining Caller ID Routing After adding an entry, you define it by first selecting it in the list. When you select an entry, its name and other defined attributes, if any, appear in the fields of the tab. You can edit any of these attributes.
Chapter 13: In Call Routing Configuration Figure 2. In Call Routing window, DNIS Routing tab Adding and Deleting DNIS Route Entries To add entries to the DNIS routing table, click the Add button. In the dialog box that appears, type in a DNIS Number and a descriptive DNIS Name, then click OK. The number and name entries have the following requirements: • The DNIS Number must be the numbers 0–9 (the hyphen is not accepted in this dialog box).
Chapter 13: In Call Routing Configuration Within each of these three time slots, you have the following routing options for incoming calls: • Route to a particular extension selected in the drop-down list • Route to a particular auto attendant selected in the drop-down list • Route to the operator Also, you can set additional routing attributes based on: • Holiday Profile—routes incoming calls based on Holiday Profiles configured in the System Configuration window (see “Routing Calls on Holidays” on page
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CHAPTER 14 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. • Using the route access code Using the route access code with the Out Call Routing table can resolve the following complicated dialing situations: – Multiple 10-digit dialing area codes.
Chapter 14: Out Call Routing Configuration Configuring Out Call Routing To configure out call routing, select PBX > Out Call Routing Configuration. The following configuration steps may help you configure out call routing correctly. 1. Before you configure Out Call Routing, make sure a route access code is configured in the System Configuration window, Number Plan tab.
Chapter 14: Out Call Routing Configuration Working with Route Definitions A route definition consists of a route name and group of trunks, listed in the order that the system will use for outgoing calls. Figure 1. Out Call Routing Configuration, Route Definition tab Parameter Description Route Index For identification purposes only. Route Name Description of the route (maximum 40 characters). Digit Manipulation You can insert or delete digits from the dialed number.
Chapter 14: Out Call Routing Configuration To create a route 1. Click Add under the route definition list. The Add an entry dialog box appears: 2. Type in a name and index number, and click OK. 3. To add trunks to the route, select trunks from the Not Member list and use the button to move selected trunks to the Member Trunks list. 4. Use the Up and Down buttons to change the position of a trunk in the Member Trunks list. This is the order in which trunks are accessed. 5. Click Apply.
Chapter 14: Out Call Routing Configuration Click the Default Routes tab in the Out Call Routing Configuration window to configure default routes. For each type of call, the system will use trunks specified in the “1” field, if available, otherwise use trunks in the “2” field, and so on. Figure 2.
Chapter 14: Out Call Routing Configuration • You would like to block a dialing pattern in addition to system restriction setting. Dialing patterns are exceptions. If you can, minimize the number of dialing pattern entries. Most companies don’t need to create dialing patterns. To create a dialing pattern 1. Click the Dialing Pattern tab on the Out Call Routing Configuration window. Figure 3. Out Call Routing Configuration, Dialing Pattern tab 2. Click the Add button.
Chapter 14: Out Call Routing Configuration Dialing pattern configuration tips • If a dialing pattern has multiple routes assigned to it, the system will try to use the first route configured to process the call that has this dialing pattern. If the first route is busy or not in service, the system will use the second route, and so on. • If a dialing pattern requires the system to add or remove digits, a route with digit manipulation configuration needs to be set up correctly.
Chapter 14: Out Call Routing Configuration Configuration Example - Solving 10-digit Dialing Situation: Company ABC located in Dallas, area code 214, has one PRI circuit from the local carrier. Both 214 and 972 area codes are local 10-digit dialing area codes. The carrier will reject the call if the system dials 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. 188 AltiWare ACM 5.
Chapter 14: Out Call Routing Configuration 3. On the Dialing Pattern tab, add two dialing patterns: “1214” and “1972”, each with a pattern length of 11. 4. Define a route called “10-digit Dialing” and add all T1 channels to the route. In the “Digit Manipulation” section, check the first box, select Delete from Head, and delete 1 digit: 5. Apply the “10-digit Dialing” route to dialing pattern 1214 and 1972: AltiWare ACM 5.
Chapter 14: Out Call Routing Configuration 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. To reduce the dialing delay, the following configuration is recommended: 1.
Chapter 14: Out Call Routing Configuration 3. On the Dialing Pattern tab of the Out Call Routing Configuration window, add dialing pattern definition entries for the following prefixes: • prefix = 0, length = 11 • prefix = 00, length = 14 • prefixes = 1-9, each length = 7 In the Route Priority field, use the drop-down list to select the En-Bloc route definition (assigned in step 2).
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CHAPTER 15 Extension Configuration The Extension Configuration window provides for creating extensions and setting their attributes. To open the Extension Configuration window, do one of the following: • Click the Extension Configuration button on the toolbar. • Select PBX > Extension Configuration. Note: To set up an application extension, see “Application Extension Configuration” on page 119. To set up an IP extension, see “Setting Up IP Extensions” on page 225.
Chapter 15: Extension Configuration There are three types of extensions: • Physical Extensions are associated with a physical port and device, usually a telephone set. This is what most users think of as an extension. • Virtual Extensions are not associated with a physical port. Virtual extensions can be used as message mailboxes and in telephone sharing environments. Users of a virtual extension can log in on any available station to access physical extension features using Feature Codes.
Chapter 15: Extension Configuration extension to all AltiServ systems within the VoIP domain, check the Global Extension check box. “(Global)” will be displayed beside the extension’s type in the Agent/Supervisor/Extension list. No configuration is needed on other AltiServ systems on behalf of this extension.
Chapter 15: Extension Configuration A valid password must be 4 to 8 digits (numbers or letters A-Z) in length and cannot be the same as its extension number. Basic password patterns, such as repeated digits (1111), consecutive digits strings (1234), or digits that match the extension (Ext. 101 using 1012, 9101, 10101, and so on) are not allowed.
Chapter 15: Extension Configuration • Enable Dial-By-Name—Select this box to allow incoming callers to search the extension list by employee name for this extension. • Enable Intercom—Select this box to enable the intercom call feature for this extension. Pressing #93 allows the user to make an intercom call to another intercom-enabled extension. Note: Intercom is only available for extensions on Triton Analog Extension Boards and AltiGen IP Phone Extensions.
Chapter 15: Extension Configuration • Auto record to central location—Records all calls, which are saved to a centralized location (defined in System > Recording Configuration – see “To Enable and Configure Centralized Recording” on page 112); this option requires a concurrent sharing Recording Seat license to be available.
Chapter 15: Extension Configuration Assigning a Location to a Physical Extension 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.
Chapter 15: Extension Configuration Configure the following hardware extension-specific features: Parameter Description Message Waiting Signal Type Type of Message Waiting indicator for the phone set: • None • Voltage—voltage-based indicator (not common after 1996) • FSK—Frequency Shift Keying indicator (most common) • Tone—tone-based indicator (not common in US and Canada).
Chapter 15: Extension Configuration Figure 3. Triton Analog Station Line Properties dialog box Configure the following hardware extension-specific features: Parameter Description Caller ID Signal Format Message format with which to send Caller ID information: • None • SDMF—Single Data Message Format for supporting and sending a single data type, such as phone numbers. • MDMF—Multiple Data Message Format for supporting and sending multiple data types, such as name and number information.
Chapter 15: Extension Configuration Parameter Description Ringing Frequency (Hz) Select the frequency in Hz that is necessary for the equipment attached to this line: 28 (default) or 20. Line Disconnect Signal The loop current break desired for answering supervision. Range 600-1000 ms (1000 ms is default). Caller ID Transmission Methods Specifies how Caller ID will be detected: • CID between 1st and 2nd ring - Caller ID is received between first and second ring.
Chapter 15: Extension Configuration Note: For most phones, the number line can only display a number. If the Number Line is set to Caller Name, DNIS Name, User Data or AA Data, the phone may display “Unknown” on the number line. Alti-IP 600 and IP 705 Phone Display Notes For the Alti-IP 600 and IP 705, the Name Line displays caller information under the following conditions: • If Name Line is set to Caller Name, it will display caller name. If there is no name information, the number will be displayed.
Chapter 15: Extension Configuration Figure 4. Extension Configuration window, Group tab Adding or Removing Group Assignments You can assign an extension to a hunt group in the Huntgroup Configuration window and to a workgroup in the Workgroup Configuration window. Conversely, you can assign a hunt group or a workgroup to an extension in the Extension Configuration window. To assign a group to the selected physical or virtual extension 1. On the Group tab, click the group number in the Not Member list.
Chapter 15: Extension Configuration Setting Inter Call Delay The Inter Call Delay can create time delay before the next workgroup call comes in after the extension finishes one of the following activities: • Makes an internal or outbound call • Receives a direct inbound call • Accesses voice mail It is possible that an agent may execute one of the above activities during the wrap-up period after finishing a workgroup call.
Chapter 15: Extension Configuration Figure 5. Extension Configuration, Speed Dialing tab Editing Speed Dial Entries To add or edit an entry 1. Double-click the Station Speed ID number you want to work with, or select the number and click Edit. Or click Add to add an entry. A dialog box appears: 2. Select the ID number using the drop-down arrow, type in a name for the Speed Dial entry, then the full number as you would dial it, with a maximum of 20 digits per entry.
Chapter 15: Extension Configuration To work with mailbox settings, select the extension number you want to work with from the Agent/Supervisor/Extension list, then click the Mail Management tab. Figure 6. Extension Configuration, Mail Management tab Setting an Information-Only Mailbox You can select the Information Only Mailbox check box to set virtual or physical extension mailboxes to Information Only, then click Apply to to set one or more extension mailboxes.
Chapter 15: Extension Configuration • Retrieve Voice Mail by Email Client—selected, this sends voice mail to the user’s e-mail as an attachment. Mail Forwarding Options • Enable Mail Forwarding—selected, the user’s e-mail will be forwarded to the email address you specify in the Forward Email Address box. The address should be a full address, including the domain (for example, jsmith@thecompany.com).
Chapter 15: Extension Configuration Setting Mailbox Capacities You can set various mailbox capacities with the following options: Parameter Description Max Number of Messages Maximum number of messages stored in the user’s mailbox. The range is 1–999, defaulting to 100. Mailbox Size 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.
Chapter 15: Extension Configuration Individual users can also configure Message Notification within the AltiGen client applications AltiView and AltiAgent. Note: You can use Apply to to apply notification settings to one, some, or all extensions. See “About the Apply To Button” on page 194 for more information on using Apply to. Setting the Message Types for Notification Select the types of messages for which the extension user is notified: • None—No notification.
Chapter 15: Extension Configuration When the designated extension is notified, the system will play "Unusual call activity has been detected from Extension xxx. More than yy calls have been made from the extension's voice mail. Please verify with the extension user." Or "Unusual call activity has been detected from Extension xxx. The extension made more than a yyy-minute call from the extension's voice mail. Please verify with the extension user.
Chapter 15: Extension Configuration Setting the Type of Notification There are four options for sending the notification or reminder message: phone, pager, extension or custom application (Custom App). • Extension—to use the Extension option, select the Extension radio button, then type the extension number into the text box. • Phone/Pager—for the Phone and Pager options, first specify the trunk or route access code using the drop-down list next to the Extension radio button.
Chapter 15: Extension Configuration • Seconds after Answered—This field is set to 0 seconds and it is not configurable for notification to a phone number. It means the system will play the announcement immediately after answer supervision is received. When notification is configured to a pager, the system will transmit DTMF digits as the return phone number (the System Main Number as set in the System Configuration General tab) after call connection.
Chapter 15: Extension Configuration Configuring Calling Restrictions To work with extension call restrictions, select the extension number you want to work with from the Agent/Supervisor/Extension list, then click the Restriction tab. Figure 8. Extension Configuration, Restriction tab Note: You can use Apply to to apply call restriction settings to one, some, or all extensions. See “About the Apply To Button” on page 194 for more information on using Apply to.
Chapter 15: Extension Configuration Setting Other Call Restrictions Other call restriction rules can deny or allow the following: • Allow Calls to be Transferred or Conferenced to an Outside Number—when checked, the internal extension user can log into voice mail, make a call to a second party, then transfer or conference to a third party.
Chapter 15: Extension Configuration To work with extension answering options, select the extension number from the Agent/Supervisor/Extension list, then click the Answering tab. Figure 9. Extension Configuration, Answering tab Forwarding All Calls Call Forwarding is available to all types of extensions. This is the Call Forwarding feature that is also accessible by the extension user by dialing #36.
Chapter 15: Extension Configuration • To an Extension—select an extension from the drop-down list. • To a Group—select a group from the drop-down list. • To the Operator • To an Outside Number—this option is available if it is allowed in the Other Call Restrictions option in the Restriction tab, as discussed in “Setting Other Call Restrictions” on page 215. Also, see “Outcall to Cellular or PCS Phone Numbers” on page 212.
Chapter 15: Extension Configuration Handling Busy Calls You have several options for handling calls while the extension is busy, and again, the options vary depending on the extension type. If you do not enable busy call handling, the caller simply hears a busy signal. To enable the options, check the Enable Busy Call Handling check box, then select from the following options: • Forward to Extension—Select an extension number in the drop-down list.
Chapter 15: Extension Configuration • Forward to Line Park—use the drop-down list to select a Line Park group to route the call to. (See “Line Park Configuration” on page 267.) Enabling One Number Access This check box option is available to all extension types, but with qualifications: • It is available to physical extensions only when the Forward to Voice Mail option is selected. • It is not available when Forward to AA, Forward to Extension, or Forward to Line Park is selected.
Chapter 15: Extension Configuration To configure ONA, select the extension number from the Agent/Supervisor/ Extension list, then click the One Number Access tab. Figure 11.
Chapter 15: Extension Configuration Call Screening When the Enable Call Screening option is checked, callers accessing One Number Access will be prompted to record a name in order to continue the ONA process. The recorded name is played after the callee (ONA target) answers the call and optionally enters a correct password. The callee will then hear the caller’s name and can decide whether or not to accept the call.
Chapter 15: Extension Configuration Setting Up Monitor Lists The Monitor List tab provides for setting up lists of extensions for which call processing events can be monitored by the extension user. Once a monitor list is established, the application logging into the extension can receive call events for the monitored extensions. The monitor list is available in the AltiView and AltiAgent Monitor windows, as well as Line Monitoring events in AltiGen SDK.
Chapter 15: Extension Configuration To add members to the list 1. From the Monitor Available list, select the extensions to add to the extension user’s AltiView Change Monitor window. 2. Click Add to move the extensions to the Monitor List. To remove members 1. Select the extensions in the Monitor List. 2. Click Remove. Check the Trunk Monitor Enable check box to allow monitoring of the AltiLink Plus trunk events at the selected extension.
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CHAPTER 16 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. Figure 1. Concept of signaling and media channels The media channel (voice stream) is connected between two IP phones under normal operation.
Chapter 16: Setting Up IP Extensions Figure 2. Signaling and media channel between two IP phones Signaling Channel—A SIP signalling channel communicates between the system and the IP phone to perform call control, including call setup, tear down, registration, and phone feature access.
Chapter 16: Setting Up IP Extensions • SIP Extension Channel—Establishes a logical channel relationship with other analog and MobileExt ports (displayed on the SIPSP board configuration, Channel Mapping List). • SIP Extension Channel Activation—Associates an extension with a SIP Extension channel when IP phones register to the system (displayed in the Extension View window). • Media Channel—an RTP channel connects system-to-phone, or phone-to-phone, system-to-system to carry the digitized voice stream.
Chapter 16: Setting Up IP Extensions The media channel implementation consists of the following elements: • 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. 228 AltiWare ACM 5.
Chapter 16: Setting Up IP Extensions • Monitor Codec Usage—Viewing codec usage status. Setting an IP Extension To make an extension an IP extension, 1. In the Extension Configuration General tab, select the extension from the list at the left and check the enable IP Extension check box. 2. Select the address type.
Chapter 16: Setting Up IP Extensions chassis has a Gateway ID. You need to assign an IP extension to a gateway to be able to use the resource in that gateway for activities such as the following: • Access voice mail • Initiate a conference call • Record a conversation • Barge in, listen, and coach by workgroup supervisor This assignment allows the administrator to plan and populate sufficient VoIP resources on a gateway chassis for a set of users that belong to this home gateway.
Chapter 16: Setting Up IP Extensions For remote IP phone deployment If you do not enter the remote IP phone's IP address into the IP Codec table, the system will use the Default (Prefer G.723.1 support G.729) setting. You can change the Default to Prefer G.729 support G.723.1, if desired. To set up the VoIP codec and define IP address ranges, see “Setting VoIP Codec Profiles” on page 327 and “Assigning Codec Profiles to IP Addresses” on page 330. AltiWare ACM 5.
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CHAPTER 17 AltiGen IP Phone Configuration AltiGen manufactures a series of IP phones.
Chapter 17: AltiGen IP Phone Configuration The left side of the IP Phone Configuration window displays all the IP phone extensions that have been set up in the system. The status "Inactive" means the Enable IP Extension box is checked for this extension in the Extension Configuration window, but there is no IP phone logged in to the extension. The extension may be a physical extension using an analog phone, a MobileExt, or a virtual extension.
Chapter 17: AltiGen IP Phone Configuration Parameter Description TFTP Lets you assign the TFTP server to which the IP phone can connect for updating firmware when necessary. Enter the IP address of the TFTP server in the Server field. To reset the phone and download the latest firmware image, check the Reset IP Phone and Boot Download check boxes. If you only check the Boot Download box, the firmware will be downloaded when the IP phone reboots (power cycles) next time.
Chapter 17: AltiGen IP Phone Configuration After setting parameters on the General tab, go to the tab that corresponds to the phone type, and configure the programmable keys (plus the Display Workgroup Status field on the Alti-IP 600 and IP 705). Programmable key settings are described in the next table. Figure 1. IP Phone Configuration window, IP 705 tab and IP 710 tab 236 AltiWare ACM 5.
Chapter 17: AltiGen IP Phone Configuration Parameter Description Programmable Keys Use the drop-down list to assign one of the following functions to the desired 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; this will be associated with the corresponding programmable key to this extension number; the light in this programmable key indicates that the extension number is busy or ringing.
Chapter 17: AltiGen IP Phone Configuration Important: The configuration in AltiWare Administrator will override the IP phone’s local configuration after the IP phone is registered. If the IP phone’s local configuration is changed while in Basic mode, these changes will be overwritten by AltiWare Administrator settings. Important: Administrators should perform any updates to the IP phone’s firmware after normal business hours or when the IP phone is not in use.
CHAPTER 18 Mobile Extension Configuration 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 are working in the office.
Chapter 18: Mobile Extension Configuration Mobile Extension Diagram A simulated physical board (MobileExt board) will be created if an analog trunk or T1/ PRI trunk is configured as a MobileTrunk. You can configure up to 256 mobile extension ports. T1, PRI and analog trunks can be shared for regular incoming and outgoing calls and mobile trunk connections. Figure 1. Mobile Extension Diagram In AltiWare 5.1, an analog trunk can be dedicated to one mobile extension user.
Chapter 18: Mobile Extension Configuration button. In the dialog box that appears, click the Add/Remove Mobile Trunks button. Figure 2. Adding a mobile trunk The Add/Remove Mobile Trunks dialog box appears. 2. Add trunks to the Mobile Trunk Member List from the Not Member List by selecting the channels and clicking the Left Arrow button. If PRI span is used, only the whole span can be added or removed, not individual PRI channels. T1 and analog trunks are added or removed individually.
Chapter 18: Mobile Extension Configuration 3. When you are finished adding channels as mobile trunks, restart AltiWare. A MobileExt virtual board appears in the Boards window. Figure 3. 4. Boards window with virtual MobileExt board displayed Note the logical ID of the MobileExt board. In Figure 3, it is 15. To set up a mobile extension 1. Open the Extension Configuration window. 2. To assign an extension to a mobile extension port, select a virtual extension and change it to a physical extension.
Chapter 18: Mobile Extension Configuration Figure 4. 3. Changing a virtual extension to a physical extension and setting the location By clicking the Next or Prev button in the Location panel, select the MobileExt Logical Board ID and Logical Channel ID for this extension, then click Apply. The new location is displayed in the Extension View window. 4. With the extension selected, click the Line Properties button to configure the mobile PSTN number and other options for this mobile extension.
Chapter 18: Mobile Extension Configuration Figure 5. ExtensionAnywhere Configuration - MobileExt dialog box • Target Phone Number—Enter the number that will be dialed when the system tries to ring this mobile extension. Do not include the trunk access code. • Caller ID—When this mobile extension user calls into the system, the system will use this caller ID to match the extension number.
Chapter 18: Mobile Extension Configuration Figure 6. Mobile Trunks dialog box • In the Phrase panel, you have three options: You can select either Press Any Key To Answer Call or Play Phrase After Answered. And you can select Play Phrase Before Dial Tone. You can use the Apply button to apply selections in this panel to other mobile extensions.
Chapter 18: Mobile Extension Configuration Figure 7. Mobile Extension Board Configuration dialog box • Max Number of Extensions—If more mobile channel support is required, change this to a larger number (256 extensions maximum), and then reboot the system. • Key Simulation—Check the first check box to allow the mobile phone user to use the * key to simulate “FLASH”.
Chapter 18: Mobile Extension Configuration Voice Mail for Mobile Extensions When the mobile extension phone is turned off or busy, messages can go to the extension’s voice mail in AltiWare or to the mobile phone’s voice mail: • To send a call to the mobile extension’s voice mail in AltiWare, check the Press any key to answer call check box. • To send a call to the mobile phone’s voice mail, the Press any key to answer call check box must be unchecked.
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CHAPTER 19 Hunt Group Configuration The hunt group is a simple call distribution application for operator, call coverage group, integration with a fax server, or a user with multiple extensions connecting to different devices.
Chapter 19: Hunt Group Configuration The Huntgroup Configuration window provides for creating hunt groups, setting their attributes, and assigning group members. To open the Huntgroup Configuration window, select PBX > Huntgroup Configuration. Figure 1.
Chapter 19: Hunt Group Configuration To add a hunt group: 1. Click the Add button under the Group List. The Add New Group dialog box opens. 2. Type in a group number for the hunt group. 3. Check the Global group check box if you want the group to be visible to other systems within the VoIP domain. See Chapter 25, "Enterprise VoIP Network Management" for more information. 4. Click OK.
Chapter 19: Hunt Group Configuration Setting Call Restrictions The call restriction rules on the General tab apply to users making outbound calls from within voice mail and several hunt group settings. These settings do not impact the call restriction settings configured for the hunt group member's extension in Extension Configuration.
Chapter 19: Hunt Group Configuration Figure 2. Huntgroup Configuration, Group Member tab 3. Select the extension number(s) in the Not Member list. Use Ctrl+click or Shift+click to select several extensions. 4. Click Add to move them to the Member list. Note: If the hunt group pilot extension is configured to Ring All Available Members, the maximum number of members is 20. See “Setting Call Handling Options” for details. To remove extension(s) from a hunt group: 1.
Chapter 19: Hunt Group Configuration To work with mail management settings, click the Mail Management tab, and select the hunt group number you want to work with from the Group List. Figure 3. Huntgroup Configuration, Mail Management tab Note: You can use Apply to to apply mailbox settings to one, some, or all huntgroups. See “Apply to Button” on page 250 for more information on using Apply to.
Chapter 19: Hunt Group Configuration • Enable Mail Forwarding—selected, the user’s e-mail will be forwarded to the email 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). If you enable mail forwarding, you also specify what you want done with the original messages after they have been forwarded.
Chapter 19: Hunt Group Configuration Setting Message Notification Options To set notification options on new incoming e-mail and voice messages, click the Notification tab in the Huntgroup Configuration window, and select the hunt group number from the Group List. Figure 4. Huntgroup Configuration, Notification tab Individual users can also configure Message Notification within the AltiGen Voice Mail System. Note: You can use Apply to to apply mailbox settings to one, some, or all huntgroups.
Chapter 19: Hunt Group Configuration Setting the Type of Notification There are four options for sending the notification or reminder message: phone, pager, extension or custom application (Custom App). • Extension - to use the Extension option, select the Extension radio button, then type the extension number into the text box. • Phone/Pager - for the Phone and Pager options, first specify the trunk or route access code using the drop-down list next to the Extension radio button.
Chapter 19: Hunt Group Configuration • Seconds after Answered—This field is set to 0 seconds and it is not configurable for notification to a phone number. It means the system will play the announcement immediately after answer supervision is received. When notification is configured to a pager, the system will transmit DTMF digits as the return phone number (the System Main Number as set in the System Configuration General tab) after call connection.
Chapter 19: Hunt Group Configuration Figure 5. Huntgroup Configuration, Call Handling tab Handling Busy Calls You have several options for handling calls while the agents in a hunt group are busy. If you do not enable busy call handling, the caller simply hears a busy signal. To enable the options, check the Enable Busy Call Handling check box, then select from the following forwarding options: • Group Queue—The caller will stay in the hunt group queue waiting for any agent available.
Chapter 19: Hunt Group Configuration • To a Group—select a group from the drop-down list. • To the Operator • To an Outside Number—this option is available if it is allowed in the Other Call Restrictions option in the Restriction tab, as discussed in “Setting Other Call Restrictions” on page 215. Also, see “Outcall to Cellular or PCS Phone Numbers” on page 257.
Chapter 19: Hunt Group Configuration • Ring First Available Member—first available extension in a hunt group. For example, if there are three member extensions in a hunt group, the call is always sent to the first member configured in the hunt group. If this member is busy, the call goes to the second member configured and so forth. • Ring Next Available Member—a round-robin method that attempts to evenly distribute calls among the group members.
Chapter 19: Hunt Group Configuration Setting Queue Management Options In the Queue Management tab of Huntgroup Configuration, you can specify which greetings and updates to use and you can set the update interval. 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 The default audio peripheral setup is discussed in “Audio Peripheral Configuration” on page 73.
CHAPTER 20 Paging Group Configuration 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. • Each paging session requires one G.711 codec channel. The voice stream is multicast to multiple IP phones on the LAN.
Chapter 20: Paging Group Configuration Figure 1. Paging Group Configuration window To set up a Paging Group: 1. In the Paging Group configuration window, below the Group List, click the Add button. 2. Enter a number for the paging group in the Add New Group dialog box. 3. Check the Global Group check box if you want this group to be visible to other gateways. 4. Click OK. 5.
Chapter 20: Paging Group Configuration To add members to a Paging Group: 1. On the Group Member tab of the Paging Group Configuration window, select the desired extension(s) in the Not Member list. Use Shift+click or Ctrl+click to select several extensions from the list. 2. Click the Add button to move them to the Member list. Figure 2. Paging Group Configuration, Group Member tab When a member is added, its default state is Login.
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CHAPTER 21 Line Park Configuration The Line Park feature is a kind of call park method. The main differences between Line Park and system call park are the following: • A Line Park ID can be assigned to a specific IP phone's programmable key; the system call park cannot. • Line Park IDs can be grouped as a Line Park Group for call routing purposes; the system call park ID is assign by the system automatically.
Chapter 21: Line Park Configuration Figure 1. Line Park Configuration window To set up a Line Park Group: 1. In the Line Park Configuration window, click the Add button below the Groups list. 2. Enter a name in the Add Line Park dialog box, and click OK. 3. Select line ID numbers from the Non-Member List and click the Add button to add them to the Member List. 4.
Chapter 21: Line Park Configuration • Play ring back tone if the call has not been prompted or answered— when this check box is checked, the caller will hear a ring back tone if the call has not been answered by any extension or voice mail. If the call is answered and parked, the caller will hear a greeting phrase and on-hold music.
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CHAPTER 22 Workgroup Configuration 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. When adding members to a workgroup, the following rules apply: • Concurrent login agent seat license is required.
Chapter 22: Workgroup Configuration • Agent ready/not-ready and wrap-up management • Allow supervisor to redirect and change call priority in queue (ACM) • Record inbound and outbound workgroup calls (ACM) • Define workgroup operation hours and routing (ACM) • Auto logout all agents after operation hours (ACM) • Priority queuing and call distribution (ACM) • Skill-based routing (ACM) • Caller selectable information menu while in queue (ACM) Agent’s Phone Operation • Set Login (#54) and Logout (#56) • Set R
Chapter 22: Workgroup Configuration Activity Logging and Reporting • Workgroup and agent activity logging • Detail and summary data table • Basic WG report using CDR Search • Support external logger (ACM) • Support advanced reporting application - AltiReport (ACM) When an agent extension is configured to a workgroup, the following agent states are tracked and reported: • Unstaff – The agent’s extension becomes a virtual extension. Basically, this agent does not have a phone associated with the extension.
Chapter 22: Workgroup Configuration • Promoted call priority can carried be to another ACM system over VoIP tie trunk. Creating and Configuring Workgroups The Workgroup Configuration window provides for creating workgroups, setting their attributes, and assigning group members. To open the Workgroup Configuration window, select Call Center > Workgroup Configuration. Figure 1.
Chapter 22: Workgroup Configuration Clicking the Apply to button pops up a list of all workgroups to which the change can apply. All workgroups are selected by default. You then de-select the ones you don’t want, or de-select all and then select the ones you want. Note that you cannot use the mouse to drag over and select multiple items; you must use the Shift and Ctrl keys.
Chapter 22: Workgroup Configuration • DID Number—each workgroup can be assigned a DID number. This number does not have a fixed length, but the length must be long enough (range 2–16) for the system to match the DID incoming call. • Enable Dial-By-Name Service—check this box to allow callers to search the list by employee name for this workgroup extension. • Description—describe the purpose of this workgroup.
Chapter 22: Workgroup Configuration The Service Level Calculations Options button opens the following dialog box. Figure 2. Service Level Calculation dialog box In the Method Options section, select one of the following: • TSL (Total Call Service Level)—the service level calculation is: TSL% = Total WG inbound calls within SLT / Total WG inbound calls. This is the default option.
Chapter 22: Workgroup Configuration • Record on demand to extension VM—records calls on demand, which are saved to the agent’s voicemail box. Note: When retrieving voice mail as an e-mail, if the voice mail file has a recorded file attached, the recorded file is not forwarded in the e-mail. • Insert Recording Tone—plays a recording beep to alert the parties that the conversation is being recorded.
Chapter 22: Workgroup Configuration Figure 3. Workgroup Configuration, Group Member tab To add extension(s) to a workgroup: 1. Select the workgroup in the Group List. 2. On the Group Member tab, click the extension number(s) in the Not Member list. Use Shift+click and Ctrl+click to select several extensions. 3. Click the Add button betweeen the columns to move them to the Member list.
Chapter 22: Workgroup Configuration Figure 4. 5. Skill Level dialog box Click the desired Skill Level Index, then click OK. Agents who are members of more than one workgroup can have a different skill level assigned in each group. To remove extension(s) from a workgroup: 1. Click the extension number(s) in the Member list. 2. Click Remove to move them to the Not Member list.
Chapter 22: Workgroup Configuration To set after-hours call handling, select the workgroup you want to work with from the Group List in the Workgroup Configuration window, then click the Business Hours tab. Figure 5.
Chapter 22: Workgroup Configuration Parameter Description After Hours/ Non-Workday Handling • For each day of the week, select a Forward To option for call handling after hours or for non-workdays: • To Voice Mail • To AA—select the auto attendant to use in the drop-down list under the option. AAs are configured in the AA Configuration window, available from the System menu. • To an Extension—select an extension from the drop-down list. • To a Group—select a group from the drop-down list.
Chapter 22: Workgroup Configuration The Skill Based Routing tab in the Workgroup Configuration window lets you define up to nine different levels of skill needed to handle the variety of a workgroup’s calls. Skill definitions Agents who are assigned to the selected skill number Figure 6. Workgroup Configuration, Skill Based Routing tab Skill number 1 could define the most basic skill and level 9 the most advanced, or vice versa.
Chapter 22: Workgroup Configuration Note: For the settings configured on the Skill Based Routing tab to take effect, you must select the Skill-Based Routing option on the Call Handling tab of the Workgroup Configuration window (see “Setting IntraGroup Call Distribution” on page 294). To define a skill for a workgroup: 1. Select a workgroup in the Group List. 2. Double-click a skill number in the Skill Definition list, or select a skill number and click the Edit button. 3.
Chapter 22: Workgroup Configuration this type of call. For example, you can set a regular call's SKLR to 1 and a preferred customer's SKLR to 3. Calls from preferred customers can be answered by agents with skill level 3, 2, and 1 while regular calls can only be answered by agents with skill level 1. • Equal or Higher than SKLR of Incoming Call Any agent whose skill number is equal to or higher than the SKLR of the incoming call may handle this call. Agents with the lowest skill number are rung first.
Chapter 22: Workgroup Configuration Example 2: Coverage rule is Equal or Higher and Enable SKLR Escalation is checked. The above configuration means: 1. When a caller with SKLR 9 waiting is in queue for 30 seconds, the caller's SKLR will be changed to 8. Agents with skill level 8 and 9 are able to handle the call. 2. If the caller stays in queue for more than 60 seconds, the caller's SKLR will be changed to 7. Agents with skill level 7, 8, and 9 are able to handle the call. 3.
Chapter 22: Workgroup Configuration Figure 8. Workgroup Configuration, Mail Management tab Note: You can use Apply to to apply mailbox settings to one, some, or all workgroup. Disabling a Mailbox When you disable a mailbox, the normal greeting is played but callers cannot leave messages. Synchronizing with Exchange Server If your system is set up to synchronize with an Exchange Server, you can check the Enable Exchange Message Synchronization check box to enable synchronization for voice mails.
Chapter 22: Workgroup Configuration – Delete Messages after Forward – Keep the Messages as New – Keep Messages as Saved Setting Mailbox Playback Options You can use the following check boxes to turn on or off options for listening to playback of recorded messages.
Chapter 22: Workgroup Configuration Press “0” Option This option allows a caller to press “0” while listening to this workgroup’s greeting. Use the drop-down list to select one of the following forwarding destinations for the call: Voice Mail, AA, Extension, Group, Operator (default), Outside Number, Application Extension, or Line Park. When the caller presses “0,” the call will forward to the specified destination.
Chapter 22: Workgroup Configuration • None—selected, the user is not notified with a call regarding newly received messages. Selecting this option does not prevent the user from getting message waiting indicators or stutter dial tone when new messages are received.
Chapter 22: Workgroup Configuration Setting Notification Timing When notification is configured to an outside phone number, the system will announce, "This is the outcall notification message for…" after call connection. However, there are situations when the system may not be able to receive an answer supervision signal from the carrier. If the system plays the announcement phrase before the notification call is answered, the phrase will be cut off.
Chapter 22: Workgroup Configuration 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. Figure 10. Workgroup Configuration, Call Handling tab Handling Busy Calls You have several options for handling calls when the workgroup extension is busy. If you do not enable busy call handling, the caller simply hears a busy signal.
Chapter 22: Workgroup Configuration Forwarding All Calls When you do not want the workgroup to handle any calls, check the Enable Forward 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. • To AA—select the AA to use in the drop-down list under the option. • To a Group—select a group from the drop-down list.
Chapter 22: Workgroup Configuration Set RNA Agent Not Ready Check Box Select this option to have the system automatically set an agent’s extension in a workgroup to not ready if RNA is encountered. Number of Rings Before Handling If you select Ring All Available Members in the Intra Group Call Distribution section, then specify the Number of Rings before Handling, using the scroll box beside that option.
Chapter 22: Workgroup Configuration – If the agent does not have wrap-up time configured, the idle time is calculated from the end of last busy state.
Chapter 22: Workgroup Configuration Inter Workgroup Call Distribution In the case where an agent belongs to multiple workgroups and there are queued calls in two or more of these workgroups, as soon as the agent becomes available, the queued call that will be distributed to this agent is determined by the Inter Workgroup Call Distribution setting. This field is used to calculate the score of each call in a workgroup’s queue.
Chapter 22: Workgroup Configuration • You can build a layer of DTMF menu selection option in the Advanced queue control mode. A caller can press a digit to hear different prompts or options while in queue. • You can have select FIFO (First In First Out) or LIFO (Last In First Out) for the queue overflow. If you don't have these particular needs, the Basic queue mode is recommended.
Chapter 22: Workgroup Configuration Queue Position - When checked, the system will tell the caller which position the caller is at in queue. Do not check this option if you assign different priorities to different calls based on DNIS, CID, or AA selection. Do not check this option if you configure matching a caller’s SKLR to an agent's skill level. Queue position is not meaningful when a higher priority caller can push a lower priority caller or if no agent is available to answer a particular SKLR.
Chapter 22: Workgroup Configuration Quit Queue Option The quit queue feature gives a caller the option of leaving a workgroup queue at any time by pressing # and/or 0. To enable this feature, check either or both of the Enable Quit Queue Options, then use the appropriate Forward to drop-down list to select the option the caller will have: • Voice Mail • AA—select the auto attendant to use. AAs are configured in AA Configuration on the System menu. • Extension—select an extension from the drop-down list.
Chapter 22: Workgroup Configuration Queue Management - Advanced When Advanced is selected on the Queue Management tab, the Setup button becomes available. Figure 12. Workgroup Configuration, Queue Management, Advanced Queue Control To configure options for advanced queuing control, click the Setup button. This opens the Advanced Queue Management (AQM) application configuration window with tabs for configuring Announcement, Menu Selection, and Queue Overflow.
Chapter 22: Workgroup Configuration 1. Select any of the following check boxes: • Use Default System Phrases • Queue Position • Expected Wait Time 2. If you are not using default system phrases, use the drop-down lists to select the Greeting Phrase and Update Phrases that will be played to callers in queue. 3. Select the Update Interval (0 to180 seconds) to be inserted between queue phrases. Note: If the interval is set to 0, the system will play phrases one after the other without music in between.
Chapter 22: Workgroup Configuration • No Action • Disconnect 4. Click OK or Apply. Queue Overflow The Queue Overflow tab allows for configuration of overflow conditions and actions. Figure 15. Workgroup Configuration, Advanced Queue Management, Queue Overflow tab • Overflow Conditions - select from any of the following check boxes (if all are checked, the conditions will be followed in order): – Calls in Queue exceed - can be between 0 and 150.
Chapter 22: Workgroup Configuration Application Extension Queue Control When you select Application Extension in the Queue Control panel on the Queue Management tab (and an Application Extension is already configured), use the dropdown list to select the desired Application Extension. For more information on configuring an application extension, refer to “Application Extension Configuration” on page 119. Figure 16.
Chapter 22: Workgroup Configuration Figure 17. Agent Logout Reason Configuration window To require logout reasons, check the Logout reason code required check box. If you don’t want to require reason codes, deselect the check box. To define reason codes, type the associated reason into the text box next to the code you want to associate with the reason. 304 AltiWare ACM 5.
CHAPTER 23 Managing and Using MeetMe Conference AltiWare provides two different types of conference bridges, Station and MeetMe Conference. Station conferencing is handled from the phone or the desktop client on the fly and requires no configuration in AltiWare Administrator.
Chapter 23: Managing and Using MeetMe Conference Setting the MeetMe Conference Extension Before MeetMe Conference can be used, you must assign a MeetMe Conference extension number. This extension must be dedicated to MeetMe and is the extension that users will always call to join a scheduled meeting. To assign an extension to MeetMe, select PBX > MeetMe Conference Configuration. The following dialog box opens: 1. Enter an extension number in the MeetMe Conference Extension Number field. 2.
Chapter 23: Managing and Using MeetMe Conference This is the same application the clients use. Using this window, you can: • Create a one-time or recurring meeting and set its parameters • Open Microsoft Outlook to send an e-mail invitation to participate in the meeting • Start and stop a meeting • Modify or delete a meeting • See meeting ID, subject, scheduler, time, frequency, start time, the last time the meeting started, its status, and the resource being used.
Chapter 23: Managing and Using MeetMe Conference Using the Calendar Button The Create Meeting and Modify Meeting dialog boxes use Calendar buttons for date selection. 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. Creating a Meeting To create a meeting, click one of the Create buttons. The Create Meeting dialog box opens.
Chapter 23: Managing and Using MeetMe Conference Parameter Description Host Select the extension number of the host of this meeting. The host can start and stop the meeting and can mute and drop meeting members. Frequency Select the frequency of this meeting from the drop-down list. A “weekly” or “monthly” meeting can actually be specifed as every 2nd week/month or every 3rd week/ month, and so on. Middle panel: Options in the middle panel vary according to the frequency of the meeting.
Chapter 23: Managing and Using MeetMe Conference Weekly Meeting If you select Weekly from the Schedule drop-down list, these are your options in the middle panel: 1. In the Duration field, specify the duration of the meeting, using the Up/Down arrows. 2. In the Start field, specify the start of the meeting by clicking the Down arrow and using the slide bar. 3. In the Every field, specify how often this meeting is to occur: every week, every other week, every three weeks, and so on. 4.
Chapter 23: Managing and Using MeetMe Conference 4. Select either On Date to specify a day of the month by number (for example, the 10th day of the month) or select On to specify a day of the month by name (for example, the first Monday of the month). If you use On Date, the specified date (for example, the 10th day of the month) may sometimes fall on a weekend day. Check the box Hold during weekend, if the meeting will be held even on a weekend day. 5.
Chapter 23: Managing and Using MeetMe Conference Modifying the E-mail Template You can edit the e-mail template used by MeetMe Conference to be suitable for your situation. The same template is used for all meeting invitations. To modify it, click the Update Email Template button.
Chapter 23: Managing and Using MeetMe Conference Joining a Meeting Users calling from an extension can join a meeting by dialing the MeetMe Conference extension number. Users calling through a trunk must first dial the company number, then the MeetMe Conference extension number. Users are prompted to dial the meeting number. If the meeting has not yet been started, the user hears an appropriate message and can try again later. If a passcode is required, the user is prompted to enter the passcode.
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CHAPTER 24 Network Configuration Guidelines for VoIP Real-time applications such as voice communications require a networking environment that meets certain requirements to deliver and maintain good voice quality. Follow these network configuration guidelines when using AltiWare’s VoIP features. ISP/Intranet Quality of Service (QoS) • If you subscribe to the public IP network or use your own Intranet, make sure the maximum network delay is less than 100 milliseconds.
Chapter 24: Network Configuration Guidelines for VoIP • If you have heavier data applications running concurrently, the bandwidth reserved for data traffic should be increased. • If your router supports multilink or TCP fragmentation, configure your WAN router to user smaller packet sizes, for example, 500 bytes. WAN Router Configuration • The router that connects your LAN and the WAN should support priority queuing.
Chapter 24: Network Configuration Guidelines for VoIP 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. AltiWare ACC/ACM provides seamless support for AltiGen IP phones using dynamic IP addresses.
Chapter 24: Network Configuration Guidelines for VoIP Figure 1. AltiWare behind NAT Figure 1 shows a private network, 192.168.1.0, where AltiWare is installed and running on a host with a private IP address 192.168.1.2. Router 1 is a NAT router. The local IP phones—IP Phone 1 and IP Phone 2—use the private IP addresses 192.168.1.100 and 192.168.1.101, respectively. There are two remote IP phones: IP Phone 3 with a private IP address 192.168.2.100 connects to the Internet via Router 2.
Chapter 24: Network Configuration Guidelines for VoIP No special configuration is needed for Router 2. Also, more than one AltiGen SIP phone can sit behind Router 2. For an H.323 IP Call from Another AltiWare on the Internet Another AltiWare can make an H.323 IP call to this AltiWare by calling the AltiWare's public IP address, which is 169.254.101.2. VPN Network Configuration Example (Connecting to AltiWare with VPN) Figure 2.
Chapter 24: Network Configuration Guidelines for VoIP 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: You must set up a VPN tunnel to connect the two private networks. The VPN setup procedure may be complicated and is generally performed by a professional IT technician.
Chapter 24: Network Configuration Guidelines for VoIP Router 2's Setting Router 2's public IP address should be a fixed IP address. Local Secure Group: Subnet IP: (specifies the local private network in the branch office, which can access the corporate network through VPN) 192.168.2.0 Remote Secure Group: Subnet IP: (specifies the corporate network, which can be accessed by stations in this local private network through the VPN tunnel) 192.168.1.0 Remote Security Gateway: 169.254.56.
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CHAPTER 25 Enterprise VoIP Network Management The VoIP-related aspects of both single-server systems and multi-site VoIP domains are configured in AltiEnterprise Manager, available from the VoIP menu or the Windows Start menu. In addition, multi-site VoIP domain management—including directory synchronization and routing—is handled here.
Chapter 25: Enterprise VoIP Network Management Understanding VoIP Bandwidth Requirements Before starting VoIP related configurations, it is helpful to have some understanding of VoIP bandwidth requirements, so that you can plan your VoIP deployment properly. Also see Chapter 24, “Network Configuration Guidelines for VoIP” on page 315.
Chapter 25: Enterprise VoIP Network Management Opening AltiEnterprise Manager To open AltiEnterprise Manager, use one of the following methods: • For a single-system installation without a Domain Master, this first method is recommmended. From AltiWare Administrator, select VoIP > Enterprise Network Management. AltiEnterprise Manager opens without a login dialog box. • For multisite VoIP domain management, from the Windows Start menu, select All Programs > AltiWare ACC/ACM > AltiEnterprise Manager.
Chapter 25: Enterprise VoIP Network Management When multiple systems are added to the VoIP domain, all member systems need to have both Route Access Code and IP Trunk Access Code configured. If one or more member systems are not configured properly, this message pops up: Multisite routing may fail if Route Access Code and IP TrunkAccess Code are not configured.
Chapter 25: Enterprise VoIP Network Management Configuration Buttons • Servers button displays the VoIP domain name, servers in the system, and server ID length. Lets you add/remove servers and change the VoIP domain master. Displays the configuration and informational tabs listed in the next section. • Codec button lets you configure individual codec profiles—silence suppression, codec, jitter buffer range, RTP packet length, DTMF delivery, and enable/disable SIP early media.
Chapter 25: Enterprise VoIP Network Management 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 To open a window where you can set or modify codec profiles, click the Codec button in the AltiEnterprise manager toolbar. The following window opens: Figure 1. Codec profile setting window in AltiEnterprise Manager Named codec profiles are listed on the left.
Chapter 25: Enterprise VoIP Network Management Name the new profile, and click OK. Make your changes or additions, and click Apply. These are the fields in the Codec configuration window: Parameter Description Codec Profile Table Lists codec profiles by name. Select a profile in the table to modify its settings, then click Apply in the panel where you made the changes. Click the Add button to add a codec profile. Click the Remove button to remove the selected profile.
Chapter 25: Enterprise VoIP Network Management Parameter Description G.711/G.723/G.729 Jitter Buffer Range (ms) Indicates the delay, in milliseconds, used to buffer G.711/G.723/G.729 voice packets received from the IP network. Voice packets sent over the IP network may incur different delays due to network load or congestion. The jitter buffer helps to smooth out the delay variation in the arriving voice packets and maintain voice quality at the receiving end.
Chapter 25: Enterprise VoIP Network Management To set IP address ranges and assign codec profiles to them, in AltiEnterprise Manager click the IP Codec tab. By default, all private addresses are set to G.711 codec only. You can add individual IP addresses and address ranges and assign a codec to each. 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: 2.
Chapter 25: Enterprise VoIP Network Management To set the codec for a connection among AltiGateways in the same AltiWare server 1. Select a server in the Global Server Location list on the left side of the window. 2. In the Codec field, select the codec to use for a connection to this server from the drop-down list. Defining IP Networks If your server is behind NAT or you need to regulate WAN VoIP sessions, you need to do some configuring on the IP Networks tab in AltiEnterprise Manager.
Chapter 25: Enterprise VoIP Network Management Defining Your Network If you need to configure either bandwidth control or NAT support, you have to define your network first. These are the guidelines: • You must define your LOCAL network IP address range. When a Pipe is defined as Local, it tells the system that the configured IP address range is not subject to bandwidth control. If the AltiGen system and this Local Network are behind the same NAT router, you need to check the Private Network check box.
Chapter 25: Enterprise VoIP Network Management To define an address range 1. Click the Add button in the IP Network panel. The Add IP Network dialog box appears. 2. Fill in a range of IP addresses. 3. Select the pipe for this IP address range. 4. If this is a private network, check the Private Network check box. 5. Click OK. To edit a network you’ve added, select it and click the Edit button. To remove it, select it and click the Remove button.
Chapter 25: Enterprise VoIP Network Management • It is recommended that you use 20ms frame size for G.711 and G.729 when configuring a Codec Profile. • When different IP devices using various codecs connect to the server through a Public Pipe, the system will aggregate the total bandwidth of all connections. If the total bandwidth exceeds that specified in the Bandwidth for VoIP box, the system will reject additional connection requests.
Chapter 25: Enterprise VoIP Network Management Do not check Enter the Public IP address of the router in the Public IP Addresses panel. (In the example above, the address is 209.220.14.8.) Do not check Enable Virtual IP Addresses Support. 5. Configure the NAT/firewall to forward TCP ports 10025, 10027, 10032, 10037, 10050, 10064, 1720 and UDP ports 69, 5060, 10060 to AltiServ. 6.
Chapter 25: Enterprise VoIP Network Management Figure 2. IP Dialing Table tab in AltiEnterprise Manager The left side of the window displays the VoIP domain name, the server ID length, and the name, ID and statuses of the global servers in this Domain. To add an entry to the IP Dialing Table, click the Add button below the table. The following dialog box opens: AltiWare ACM 5.
Chapter 25: Enterprise VoIP Network Management Define the attributes for the entry: Parameter 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. This name may be used by Caller ID. Server IP Address The remote server’s address.
Chapter 25: Enterprise VoIP Network Management Parameter Description Publish as a global entry If you are adding a system or 3rd-party VoIP device that is not part of the VoIP domain, but you want it to be seen by all servers in the domain, check this box. (The entry will appear as “Global” in the Type column.) You can also globalize it later by selecting the entry in the IP Dialing Table and clicking the Publish as Global button below the table.
Chapter 25: Enterprise VoIP Network Management The domain name is blank, and the server role is currently Stand-alone. 2. 3. Check the Allow this server to be added to domain check box. Enter a Domain Name and a Member Key. The Member Key will be the security password when the Domain Admin adds this location into the domain. To reduce the complexity of administration, you can use the same key for all member systems. The AltiEnterprise Location Management window will look something like this: 4.
Chapter 25: Enterprise VoIP Network Management Declaring Additional Servers for the VoIP Domain Additional servers are added to the VoIP domain in AltiEnterprise Manager, but first you must “declare” these servers and assign them a member key in AltiWare Administrator. To do so: 1. Log on to the member server you want to declare. 2. Select VoIP > Multi-Site Domain Configuration. The AltiEnterprise Location Management window opens.
Chapter 25: Enterprise VoIP Network Management 6. Click Apply, then click Close. Repeat these steps for each server you want to make available to the VoIP domain. To actually add a server to the domain using AltiEnterprise Manager, see “Adding a Server to a VoIP Domain” on page 343.
Chapter 25: Enterprise VoIP Network Management Changing the Server ID Length The Server ID is used for the following two purposes: • Identifying member systems in the VoIP domain • Mapping to a remote system's IP address in the IP dialing table for system-to-system dialing Depending on the number of systems that will be added to the VoIP domain and the number of entries in the IP dialing table, the Server ID Length can be set to 1, 2, or 3 digits. Caution! The Server ID Length can be changed.
Chapter 25: Enterprise VoIP Network Management Parameter Definition Member Key Enter this server’s member key. (Configured in this server’s AltiEnterprise Location Manager: VoIP > MultiSite Domain Configuration). After you add a member server to the Domain, an entry is also added to the IP dialing table and propagated to all members automatically. In the Global Server Location panel, the status will show "Active" if the Domain master communicates to the member successfully.
Chapter 25: Enterprise VoIP Network Management Rejoin button A dialog box opens that requires you to input the slave server’s site address and member key: 5. Input the address and member key, and click OK. Managing Domain Users Click the User button in the toolbar to: • Display all extensions from all VoIP domain member systems: extension number, name, type, home server, and scope. The scope of an extension is discussed in the following section.
Chapter 25: Enterprise VoIP Network Management When a global extension is added to a member system, this extension can be propagated to other networked systems in the VoIP domain automatically. This extension is recognized as a remote extension by other systems. When a call is made to a remote extension, it is redirected to the remote system over IP automatically. Note: No virtual extension configuration is needed to forward the call, as in the AltiWare 5.0A release.
Chapter 25: Enterprise VoIP Network Management You may see any of the following in the Scope column: • Global—The extension has been published to all member systems within the same VoIP domain. Every extension in the domain can dial and ring this number. • Local—The extension has not been published to the VoIP domain. Only extensions in the same system can dial and ring this number. • Not Found—The extension is not a Global extension and is not created in the selected system as Local.
Chapter 25: Enterprise VoIP Network Management Ext System A System B System C Scope Note 401 Local Not Found Not Found Local 1 402 Local Local Not Found Local 2 403 Global Local Local Conflict 3 404 Global Global Local Conflict 4 1. Extension 401 is created in System A for local purposes. Users in Systems B and C cannot dial and ring extension 401. 2. Extension 402 is created in both Systems A and B.
Chapter 25: Enterprise VoIP Network Management Changing an Extension’s Scope from Global to Local If you want to change an extension's scope from Global to Local, you can highlight the extension and click the Change All Global to Local button. This extension's scope in other member systems will be impacted after Global is changed to Local. Using the previous case as an example, you may encounter one of the following situations when changing an extension's scope from Global to Local.
Chapter 25: Enterprise VoIP Network Management Ext. System A System B System C 403 Local Local Local 404 Local Local Local Note: After you make the change, extensions 403 and 404 can be dialed only by the users in their own system. Relocating a Global Extension The administrator can relocate a global extension from one system to another. In addition, a user may be allowed to relocate a global extension by using the feature code #27.
Chapter 25: Enterprise VoIP Network Management • Site B creates extension 1001. If extension 1001 is found in site B’s REL, the extension 1001 will be restored in site B. However, the fields listed above will be overwritten with the settings of site A’s extension 1001. If extension 1001 is not found in site B’s REL, a new extension 1001 will be created in site B. The fields listed above will be set with site A’s extension 1001 settings.
Chapter 25: Enterprise VoIP Network Management • IP phone: The IP phone must be on hook. The user presses #27, and then inputs the global extension number and password. The global extension is then relocated to this IP phone.
Chapter 25: Enterprise VoIP Network Management 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: 3. Fill in the dialog box, and click OK. Parameter Description Enable Check this check box to enable the configuration. E.164 Number Pattern E.164 is the ITU standard format for international telephone numbers. Enter a country code and area code.
Chapter 25: Enterprise VoIP Network Management When Information May Be Out of Sync If a server is down for any length of time, such that changes may have been made in the VoIP domain and the server is now out of sync with the Master, you need to update the server manually. In the server’s AltiWare Administrator, select VoIP > Multi-Site Domain Configuration, and click the Replicate from Domain button. This brings the server up-to-date with the Master.
CHAPTER 26 System Report Management AltiWare provides a System Summary report and an IP Cumulative Traffic Statistics report, both available from the Report menu. System Summary Report The System Summary report provides summary information on extensions, trunks, and workgroups configured in the system. To open the System Summary report window, select Report > System Summary, or click the Summary button on the toolbar. Figure 1. System Summary window AltiWare ACM 5.
Chapter 26: System Report Management The system summary report displays: • Extension Summary—Configured extensions in the system, including Extension number, Last Name, First Name, SMTP/POP3 E-mail name, Slot (Logical board ID), and Channel. • Group Summary—Configured workgroups and hunt groups in the system. When you select a group, agents belonging to that group are displayed in the Member window.
Chapter 26: System Report Management Parameter Description Packets Lost Number of voice packets that have been lost due to prolonged delays, network congestion, or routing failure. Average Jitter Average length of delay per voice packet in milliseconds. This figure should stay under 100 milliseconds. A higher figure indicates a longer average delay. This number can be used to measure the quality of service on the network that connects the source and destination sites.
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CHAPTER 27 Microsoft Exchange Integration This chapter provides step-by-step instructions for configuring the Microsoft Exchange integration feature in AltiWare ACM. Requirements To set up Exchange integration, you need the following: • One Windows server for AltiWare, loaded with: – Windows 2000 Server (with service pack 4 or higher), or Windows 2003 Server, or Windows XP – The AltiWare ACM 5.
Chapter 27: Microsoft Exchange Integration To verify requirements, do the following, as necessary: 1. To check the Windows version, click the Start button, select Run, type winver in the Run dialog box, and click OK. This opens an About Windows dialog box that displays the version of Windows running on your system. 2. To check the AltiWare version, select About from the Help menu of AltiWare Administrator. The version displayed should be AltiWare ACM 5.1 or higher. 3.
Chapter 27: Microsoft Exchange Integration Figure 2. 6. Service Startup options dialog box c. Under “Log on as”, select This account, and set \AltiGen_ as the account. In this example, it is QA\AltiGen_GRAPE. d. Repeat the previous step, but this time, check the “Log on as” account for AltiGen VM Exchange Integration Service. To ping the Exchange Server from AltiWare and vice versa: a.
Chapter 27: Microsoft Exchange Integration • Microsoft Exchange Message Transfer Agent • Microsoft Exchange System Attendant If any of these services are not started, select the service and click Start in the Services window to start it. If a service cannot be started, please contact Microsoft technical support. Exchange Server Configuration After verifying the prerequisites for the AltiServ and Exchange Server systems, you can start configuring the two systems to enable the Exchange integration feature.
Chapter 27: Microsoft Exchange Integration Figure 4. New Object User Exchange System Manager Configuration 1. Go to Start > Programs > Microsoft Exchange > System Manager. Figure 5. 2. Microsoft Exchange Manager Right-click on the desired server and select Properties to get the following Server Properties window: AltiWare ACM 5.
Chapter 27: Microsoft Exchange Integration Figure 6. 3. Go to the Security tab and click Add. Figure 7. 4. Server Properties window, Exchange Manager Server Properties, Security tab This opens a Select Users, Computers or Groups window. Click the Advanced button. 364 AltiWare ACM 5.
Chapter 27: Microsoft Exchange Integration Figure 8. 5. In the advanced version of the Select Users, Computer or Groups dialog box, click Find Now. Figure 9. 6. Server Properties, Select Users, Computers or Groups dialog box Server Properties, Select Users, Computers or Groups Advanced dialog box A list of servers appears in the Search Results field at the bottom of the window. Find and select the AltiGen server and click OK. AltiWare ACM 5.
Chapter 27: Microsoft Exchange Integration Figure 10. Selecting AltiGen Server from Select Users, Computers or Groups Advanced Window, Server Properties 7. In the Select Users, Computers, or Groups Window, the AltiGen server you selected will appear in the Object Names field. Click OK. 8. Go back to the Security tab, and in the Permissions for Administrator field, click the Allow check box to allow full control for the new user. 366 AltiWare ACM 5.
Chapter 27: Microsoft Exchange Integration Select the new user name Check Allow Full control Figure 11. Server Properties, Security tab Installing Outlook 2000/2003 Client on the AltiWare System Outlook 2000 has two modes: Internet Only mode and Corporate or Workgroup mode. To enable the Exchange Integration feature, you MUST configure it to use Corporate or Workgroup mode.
Chapter 27: Microsoft Exchange Integration Figure 12. Outlook setup, Exchange Server Name and Mailbox 3. In the dialog box, type the name of the Exchange server (for example, mailserver) and the name of the Mailbox (for example, AltiGen). 4. Click the Next button to open the next dialog box, which asks a Travel question, to which you should answer No, then click Next. 5.
Chapter 27: Microsoft Exchange Integration Figure 14. 4. Select the Microsoft Exchange Server option, then click Next. Figure 15. 5. E-mail Account Setup E-mail Accounts Setup The original dialog box appears, displaying the information services that have been added to your profile; click Finish to end this part of configuration. AltiWare ACM 5.
Chapter 27: Microsoft Exchange Integration Figure 16. 6. E-mail Accounts Window If the values you entered for Microsoft Exchange Server and Mailbox are correct, you will be able to use Outlook 2003 now. If they are not correct, you’ll be asked to re-enter the Microsoft Exchange Server and Mailbox names. Make sure you enter the correct values. You can verify your input by clicking the Check name button. To check the Outlook 2000 mode 1. Start Outlook 2000. Select Tools from the menu options.
Chapter 27: Microsoft Exchange Integration Figure 18. 4. Click Reconfigure Mail Support to open the E-mail Service Options dialog box. Figure 19. 5. Outlook Options (2000) E-mail Service Options (2000) Select Corporate or Workgroup and click Next. When a dialog box pops up, click Yes. AltiWare ACM 5.
Chapter 27: Microsoft Exchange Integration To configure an Outlook 2000 profile 1. Start Outlook 2000. Select Services on the Tools menu to open the Services dialog box. Figure 20. Outlook Services If Microsoft Exchange Server is in the list of services in this profile, proceed to “Enabling the Exchange Server” on page 373. If Microsoft Exchange Server is not in the list of services, proceed as follows. 2. Click Add to open the Add Service To Profile dialog box.
Chapter 27: Microsoft Exchange Integration To test the configuration 1. Restart Outlook 2000 at least once. Test the configuration by sending an e-mail, then check if you receive it. 2. When the reboot is complete, log on using the AltiGen service account. 3. Open Outlook, and from the Tools menu, select Services. 4. Click Add and select Exchange Server. The Mailbox field should already be populated with the Name entered above. 5.
Chapter 27: Microsoft Exchange Integration b. Go to the Exchange Server’s Global Address List, and for the Exchange mailbox that corresponds to this extension, type the First Name and Last Name exactly as they appear in the Extension Configuration dialog box. c. In Extension Configuration, Mail Management tab, make sure that the E-mail Name field contains alphanumeric characters only and does not contain other characters such as spaces ( ) or periods ( . ). d.
Chapter 27: Microsoft Exchange Integration Enable Exchange Integration in AltiWare Admin To enable the Exchange integration feature in AltiWare Administrator: 1. In AltiWare Administrator, select System > Voice Mail Configuration. 2. On the Messaging tab, check the Always Convert Voice Messages to MIME Format check box. 3. Check the Synchronize with Exchange Server check box. Figure 25. 4.
Chapter 27: Microsoft Exchange Integration If any of these tests fail, consult the “Troubleshooting Tips” section. Troubleshooting Tips To check profiles 1. Log on to the AltiWare system as the AltiGen service account (for example, AltiGen_telesystem). You will need the password you set up when you installed AltiWare. 2. Select Control Panel > Mail. (In Windows 2003, right-click Microsoft Office on the Start menu, and select Properties.) 3. Click Show Profiles. Each mailbox has an account.
Chapter 27: Microsoft Exchange Integration – In the Application Settings group: • In Windows 2000, Scripts and Executables is selected in the Execute Permissions drop-down list. To gather trace files 1. Log in to Admin, first with the password “jazzy” and then with your own Admin password. 2. Select Turn AltiTrace On, and click Apply. 3. Select VM and SP Log Dump. 4. To view logs, go to AltiServ\Log\VM\ExchIntg.
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CHAPTER 28 TAPI Integration If your office uses Microsoft Office Outlook, ACT!, or Goldmine—applications that let you call contacts without manually dialing the telephone's keypad and that support the Telephony Application Programming Interface (TAPI)—you can install AltiGen’s TAPI gateway to use this functionality through your AltiWare installation. AltiWare implements its TAPI service provider based on TAPI 2.1. Note: Only outbound dialing functions are supported in the TAPI gateway.
Chapter 28: TAPI Integration Setting Up the Client Setting up the client involves: • Installing the AltiGen TAPI Service Provider on the client • Setting up phone and modem options • Setting up the Phone Dialer • Testing the TAPI Service Provider on the client system Install the AltiGen TAPI Service Provider on the Client The client must meet the following requirements: • Microsoft Windows 2000, Windows 2003, or Windows XP • Microsoft Outlook, Outlook Express, ACT!, or Goldmine installed on the client •
Chapter 28: TAPI Integration Figure 1. 4. Configuring phone and modem options Select the Advanced Tab to configure the TAPI service provider. Figure 2. Configuring the TAPI service provider 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.
Chapter 28: TAPI Integration number, or password. You can reconfigure the client extension in the Device Detect window. (See “Changing TAPI Configuration Parameters” on page 385.) Note: If the client extension is not in the AltiGen TAPI Device Detect window, verify that the windows services "Remote Access Connection Manager" and "Telephony" have a status of Started. (To open the Windows Services window, go to Start > Control Panel > Administrative Tools > Services.
Chapter 28: TAPI Integration 4. In the Line used for section, select the client extension in the Phone calls dropdown list, and click OK. Testing TAPI Service Provider on the Client System To test TAPI Service Provider on the client system: 1. Click the Dial button in the toolbar. 2. Enter a number to call in the Number to Dial box, and click Place Call. The client extension should ring.
Chapter 28: TAPI Integration 1. Begin by setting up at least one contact. In Microsoft Outlook, select Go > Contacts. 2. Click the New Call button on the menu bar. The New Call dialog box opens. 3. In the New Call dialog box, click Dialing Options to configure the Dialer to use an extension. The Dialing Options dialog box opens. 4. In the Connect Using Line section of the dialog box, select the client extension, and click OK.
Chapter 28: TAPI Integration Changing TAPI Configuration Parameters To change TAPI Configuration Parameters 1. In Windows, go to Control Panel > Phone and Modem Options. 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. 6.
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Chapter 29: Tools and Applications CHAPTER 29 Tools and Applications AltiWare comes with the following tools and applications for testing, diagnosing and configuring your system. They are available from the Windows Start menu: Start > All Programs > AltiWare ACC/ACM: Under Gateway Tools: • AltiGen Board Test • CT-Bus Test Tool (formerly MVIP Test Tool) • Gateway Configuration Tool (For information on this tool, see “AltiGateway Configuration Tool” on page 84.
CT-Bus Test Tool The CT-Bus Test Tool is a tool that detects one-way connection, cross talk, bad MVIP cable and static noise problems. 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 > AltiWare ACC/ACM > Gateway Tools > CT-Bus Test Tool. 3. Click Start to begin the test. 4. At the end of the test, the utility provides pass or fail results.
Chapter 29: Tools and Applications Backing Up Files To back up files 1. Select the Backup icon to view the Backup Configuration dialog box. Figure 2. Backup Configuration dialog box 2. In the Components panel, select the files you want to back up. 3. In the Backup To drop-down list, select the day of the week (each day has its own folder in C:\altibackup for backing up files to), or select Advanced to change the drive or select a different folder. Selecting Advanced displays a folder icon.
To set backup schedules 1. In the System Data Management window, select the Schedule button to view the Backup Schedules dialog box. Figure 3. 2. Backup Schedules dialog box Set the options: • Check the box for each day of the week you want run the backup. • For each day, use the drop-down lists to specify the time. These time settings use a 24-hour clock.
Chapter 29: Tools and Applications 4. Using the Restore From drop-down list, select the day you want to restore from, or select Advanced to choose the restore folder. Clicking Advanced displays a folder icon that you can click to open a dialog box that allows you to select the directory you want to restore from. Select a day of the week or manually choose the restore directory. The specified directory appears in the text box below the drop-down list.
Launch the AltiWare Admin & Extension Security Checker from Start > All Programs > AltiWare ACC/ACM > Utilities > AltiWare Admin & Extension Security Checker. Number of Admin connections Automatically refreshes the display Information on the selected extension Figure 5.
Chapter 29: Tools and Applications To check extension security 1. Select the security characteristics you want to check in the Show field group.
Start & Stop All AltiGen Services You can start or stop all AltiGen services from the Windows Start menu: All Programs > AltiWare ACC/ACM > Utilities > Start & Stop All AltiGen Services. The following dialog box opens: To shut down all AltiGen services, click the Shutdown All AltiGen Services button. Some examples of when you might want to do this are before you upgrade, before running some utilities and tools, and to apply certain configuration changes.
Chapter 29: Tools and Applications The following describes the fields in the Trace Collector: Time Period for Extension Feature #66: Defines how many hours you want to go back to collect trace, starting from the time you press #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.
altiserv.txt \atps\cmdlog.txt SIPPstnReg.txt AltiBack_XXX.trc AdvQOverflow.log SipExtChanTbl.log AltiKeep_XXX.trc Ac2AppPathHdlTbl.txt SIPKeepALive.txt AnnouceRunLog.txt FeatServ.txt QESLLog.txt AssertLog.txt DbUpdateTrdLog.txt Qtmlog.txt AW_AstrCpyErrLog.txt HGwGenLog.txt Loggservice_Mutex.txt CallQManLog.txt HGwMsgLog.txt MEMORYTRACE.txt CDRLogDLL.txt threadid.txt NewCDRExt.txt CDRLogTrace.txt MidNightLog.txt TritonSPLog.txt ConfigLog.txt \logservice\Internal.txt pathlog.
Chapter 29: Tools and Applications Runs Pump.exe to dump the Quantum (if it exists) DSP binary log, runs fmt.exe to convert binary DSP log to text files, and then collects the text files. Start Collecting: Click this button to begin the trace collection, according to the time range and trace categories you chose. All collected files will be zipped to a single file, which will be listed in the Collected Trace Packages list box. The progress bar will display the progress of the whole process.
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. Note: The source .wav file must be in 8k/8bit/mono/mu-law format. You can sort by clicking a column head To use the Voice File Converter: 1. Beside the From field, click the Browse button to select the folder that contains the files you want to convert. 2.
Chapter 29: Tools and Applications Read Config Read Config (or Configuration Reader) is a tool that creates a subdirectory in \altiserv\EXE\AltiWareHtml\ of HTML files showing details of your AltiWare configuration. To use Configuration Reader 1. Launch Configuration Reader from Start > All Programs > AltiWare ACC/ACM> Utilities > Read Config. Open previous ReadOE file Create new ReadOE file Output all configuration to this folder Output configuration to altigen_rc.
Work/Hunt Group Converter AltiWare’s Work/Hunt Group Converter allows you to convert workgroups to hunt groups or hunt groups to workgroups. To launch the Work/Hunt Group Converter, select Services > Utilities > Convert Work/Hunt Group. The Work/Hunt Group Converter window opens. Figure 6. Work/Hunt Group Converter Workgroups and hunt groups are listed on the left side of the window, member agents and non-agents are listed on the right side.
Chapter 29: Tools and Applications – queue quit forward (returns to default value - to voice mail) – call distribution (if previously configured to Ring First Available Member, Ring Next Member or Ring All, the setting is not changed. If configured to any other settings, the setting is configured to Ring First Available Member.) To convert, select the workgroup (indicated in the Type field) and click the Convert Group button or double-click the workgroup.
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APPENDIX A E1-R2 and E1 ISDN PRI Installations E1 R2 CAS Installation This section describes the configuration procedures necessary to implement E1 R2 digital signaling for European, Pacific Rim, and other emerging markets. Please carefully follow the procedures step by step. 1. Change the Configure Type to E1: a. From Boards view, double-click the board to be configured to open the Board Configuration window. b. In the Board Configuration window, click the Board Configuration button. c.
Appendix A: E1-R2 and E1 ISDN PRI Installations 2. In the Board Configuration window, double-click the channel group to open the Channel Group Configuration dialog box. Figure 1. Physical Layer Consult your CO for “Frame Type,” “Line Code,” or “Zero Code Suppression.” Do not check the System Clock Master check box because the CO is a clock provider, and the AltiGen system is synchronized to the CO. If all configurations are correct, the status should be shown as “OK,” as in Figure 1. 3.
Appendix A: E1-R2 and E1 ISDN PRI Installations 5. In the Trunk Configuration window, click the Trunk Properties button to open the E1 Channel Configuration window. Figure 3. 6. Signaling Layer In the E1 Channel Configuration dialog box, configure the following fields: • Set Calling Party Category to—the Calling Party Category indicates the type of calling party, (for example, operator, pay phone, priority, ordinary subscriber).
Appendix A: E1-R2 and E1 ISDN PRI Installations Table 1.
Appendix A: E1-R2 and E1 ISDN PRI Installations Country Signaling Values China MFC-R2 Set calling part category: 3 [Assume no caller ID provided]: Incoming sequence: DID/DNIS In-call signaling (depend on how many DID digits): For 3-digit DID, set to (113)1 For 4-digit DID, set to (1113)1 For 5-digit DID, set to (11113)1 For 6-digit DID, set to (111113)1 For 7-digit DID, set to (1111113)1 For 8-digit DID, set to (11111113)1 [Assume caller ID provided]: Incoming sequence (same as above shown): DID/DNIS *
Appendix A: E1-R2 and E1 ISDN PRI Installations Country Signaling Values Ecuador MFC-R2 Set calling part category: 1 [Assume no caller ID provided]: Incoming sequence: DID/DNIS In-call signaling (depend on how many DID digits): For 3-digit DID, set to (113)6 For 4-digit DID, set to (1113)6 For 5-digit DID, set to (11113)6 For 6-digit DID, set to (111113)6 For 7-digit DID, set to (1111113)6 For 8-digit DID, set to (11111113)6 [Assume caller ID provided]: Incoming sequence (same as above shown): DID/DNIS
Appendix A: E1-R2 and E1 ISDN PRI Installations Country Signaling Values Mexico / Teléfonos de Mexico Set calling part category: 2 [Assume no caller ID provided]: Incoming sequence: DID/DNIS In-call signaling (depend on how many DID digits): For 3-digit DID, set to (113)1 For 4-digit DID, set to (1113)1 For 5-digit DID, set to (11113)1 For 6-digit DID, set to (111113)1 For 7-digit DID, set to (1111113)1 For 8-digit DID, set to (11111113)1 [Assume caller ID provided]: Incoming sequence (same as above sho
Appendix A: E1-R2 and E1 ISDN PRI Installations Country Signaling Values Panamá / Nacional MFC-R2 Set calling part category: 1 [Assume no caller ID provided]: Incoming sequence: DID/DNIS In-call signaling (depend on how many DID digits): For 3-digit DID, set to (113)6 For 4-digit DID, set to (1113)6 For 5-digit DID, set to (11113)6 For 6-digit DID, set to (111113)6 For 7-digit DID, set to (1111113)6 For 8-digit DID, set to (11111113)6 [Assume caller ID provided]: Incoming sequence (same as above shown):
Appendix A: E1-R2 and E1 ISDN PRI Installations Country Signaling Values Venezuela / Nacional MFC-R2 Set calling part category: 1 [Assume no caller ID provided]: Incoming sequence: DID/DNIS In-call signaling (depend on how many DID digits): For 3-digit DID, set to (113)6 For 4-digit DID, set to (1113)6 For 5-digit DID, set to (11113)6 For 6-digit DID, set to (111113)6 For 7-digit DID, set to (1111113)6 For 8-digit DID, set to (11111113)6 [Assume caller ID provided]: Incoming sequence (same as above show
Appendix A: E1-R2 and E1 ISDN PRI Installations Country Signaling Values Colombia MFC-R2 Set calling part category: 2 [Assume no caller ID provided] : Incoming sequence: DID/DNIS In-call signaling (depend on how many DID digits): For 3-digit DID, set to (113)6 For 4-digit DID, set to (1113)6 For 5-digit DID, set to (11113)6 For 6-digit DID, set to (111113)6 For 7-digit DID, set to (1111113)6 For 8-digit DID, set to (11111113)6 [Assume caller ID provided]: Incoming sequence (same as above shown): DID/DNI
Appendix A: E1-R2 and E1 ISDN PRI Installations Country Signaling Values Ecuador MFC-LME Set calling part category: 2 [The switch doesn't support caller ID transmission]: Incoming sequence: DID/DNIS In-call signaling (depend on how many DID digits): For 3-digit DID, set to (113)1 For 4-digit DID, set to (1113)1 For 5-digit DID, set to (11113)1 For 6-digit DID, set to (111113)1 For 7-digit DID, set to (1111113)1 For 8-digit DID, set to (11111113)1 Korea MFC-R2 Set calling part category: 1 [The switch d
Appendix A: E1-R2 and E1 ISDN PRI Installations Country Signaling Values Panamá / Nacional MFC-R2 Set calling part category: 1 [Assume no caller ID provided]: Incoming sequence: DID/DNIS In-call signaling (depend on how many DID digits) : For 3-digit DID, set to (113)6 For 4-digit DID, set to (1113)6 For 5-digit DID, set to (11113)6 For 6-digit DID, set to (111113)6 For 7-digit DID, set to (1111113)6 For 8-digit DID, set to (11111113)6 [Assume caller ID provided]: Incoming sequence (same as above shown)
Appendix A: E1-R2 and E1 ISDN PRI Installations Country Signaling Values Venezuela / Nacional MFC-R2 Set calling part category: 1 [Assume no caller ID provided]: Incoming sequence: DID/DNIS In-call signaling (depend on how many DID digits): For 3-digit DID, set to (113)6 For 4-digit DID, set to (1113)6 For 5-digit DID, set to (11113)6 For 6-digit DID, set to (111113)6 For 7-digit DID, set to (1111113)6 For 8-digit DID, set to (11111113)6 [Assume caller ID provided]: Incoming sequence (same as above show
Appendix A: E1-R2 and E1 ISDN PRI Installations c. In the next Board Configuration window, select E1 as the configure type, and click OK. Important: 2. When changing from E1 to T1, then back to E1, channel group properties will be reset to default values. It is important to make sure the channel group properties are configured properly. Follow the steps below to re-check your settings for the physical layer and data link layer.
Appendix A: E1-R2 and E1 ISDN PRI Installations 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. Figure 5. Data Link layer What you should select in the B Channel Maintenance Message drop-down list depends on what country you reside in (see Table 2 on page 418). AltiWare ACM 5.
Appendix A: E1-R2 and E1 ISDN PRI Installations Table 2.
APPENDIX B Required Service Parameters This appendix identifies the recommended and supported parameters for T1, PRI, and E1 service and provides you with the information needed when you make your service request. Service Parameters/Request Information for T1 To subscribe to T1 service, certain parameters are required to establish service. The information provided below identifies the recommended and supported parameters for T1 service.
Appendix B: Required Service Parameters DNIS, Caller ID: • DTMF (Dual Tone Multi-Frequency) Physical Termination: • RJ-48X or RJ-48C Wire: • 4 wires 800 Service: • You decide Termination Impedance: • 100 ohms Type of Registered Services Provided • BN 1.544 Mbps SF without power • DN 1.544 Mbps SF B8ZS without power • 1KN 1.544 Mbps ANSI ESF without power • 1SN 1.544 Mbps ANSI ESF, B8ZS without power (recommended) Service Order Code SOC 6.0P AS.
Appendix B: Required Service Parameters Service Parameters/Request Information for PRI To subscribe to PRI service, certain parameters are required to establish service. The information provided below identifies the recommended and supported parameters for PRI service. When ordering PRI service, provide the following service request information: Equipment Information • PBX Manufacturer—AltiGen Communications, Inc.
Appendix B: Required Service Parameters Service Parameters/Request Information for E1 To subscribe to E1 service, certain parameters are required to establish service. The information provided below identifies the recommended and supported parameters for E1 service. When ordering E1 service, provide the following service request information: Equipment Information • PBX Manufacturer—AltiGen Communications, Inc.
APPENDIX C Network Ports If AltiWare ACM 5.1 is behind a firewall/NAT router, you need to open TCP and UDP ports according to the following table: For external VoIP connection through a firewall TCP UDP Remote AltiGen IP phone/IPTalk to phone service 10032 10060 10064 Remote AltiGen IP phone firmware download (TFTP) 69 VoIP RTP Port (Voice Stream) for SIP and H.323 From X to Y (See note below) SIP Tie Trunk from other AltiGen systems 10060 SIP Trunking Service from carrier 5060 H.
Appendix C: Network Ports Y1 = X1 + Total IP codec channels in GW1 x 2 Gateway ID = 2 X2 = 49152 + 512 x 2 Y2 =X2 + Total IP codec channels in GW2 x 2 Gateway ID=n X(n)=49152 + 512 x n Y(n)=X(n) + Total IP codec channels in GW(n) x 2 To connect the following applications through a firewall TCP AltiConsole 10025 UDP 10037 AltiView/AltiAgent/IPTalk VM service for AltiView/ AltiAgent 10025 10028 10037 AltiView/AltiAgent MeetMe Conference 10040 AltiSupervisor 10025 10027 10037 Client Applications A
Appendix C: Network Ports • TCP 10064 AltiWare ACM 5.
Appendix C: Network Ports 426 AltiWare ACM 5.
APPENDIX D Technical Support & Product Repair Services This appendix describes: • AltiGen technical support policy and procedures • Product repair • Technical training for administrators Technical Support Eligibility: AltiGen provides technical support to Authorized AltiGen dealers and distributors only. End user customers, please contact your Authorized AltiGen Dealer for technical support.
Appendix D: Technical Support & Product Repair Services • Number of boards in the system • Server brand and model • The telephone number where you can be reached • A brief description of the problem and the procedure to reproduce the problem Having this information ready will help us to better assist you. End users who have problems unresolved by their AltiGen Authorized Dealer, and dealers who have problems unresolved by AltiGen Technical Support, may send an e-mail to AltiGen’s CEO at ceo@altigen.com.
Appendix D: Technical Support & Product Repair Services • Unified messaging, utilizing TAPI, Microsoft CRM, Outlook, Goldmine and ACT! • System troubleshooting, covering common problems/scenarios and basic troubleshooting techniques. • New product developments and future upgrades. How can I register or where can I get more information? Visit the AltiTraining web site at www.AltiTraining.com to register for a class or to get more information.
Appendix D: Technical Support & Product Repair Services 430 AltiWare ACM 5.
APPENDIX E Troubleshooting Troubleshooting VoIP—Common Symptoms and Solutions The following are some of the most common problems you may encounter and a list of steps to troubleshoot and resolve these problems. Poor Voice Quality When voice quality is poor, try the following: 1. Perform a Loop-Back Test. Call yourself by dialing out and dialing back into yourself. If you don’t have any problems performing this test, the problem is most likely in the network or at the remote site. 2.
Appendix E: Troubleshooting (Control) Protocol, a transport protocol for real-time applications used to transport packetized voice packets over the IP network. 5. Check the IP Dialing Table in AltiEnterprise Manager for Server ID Length. Refer to “Defining the IP Dialing Table” on page 336. 6. Check if Called Extension is a Workgroup or has Multiple Call Waiting Enabled.
Index Index Symbols #12, enabling, for language setting 107 #27 to relocate global extension 351 Numerics 10 digit dialing area codes 68 A AA button 44 access code 150, 153 access, system 41 account code forcing 197 ACM Administrator installation 38 activity configuration 75 adding a huntgroup 251 adding a workgroup 275 admin defined # 237 administration AltiContact Manager 51 admins, how many connected to system 391 advanced queue management 300 menu selection 301 queue overflow 302 after hours scheduli
Index 291, 292 huntgroups 259 C call accounting report 71 call blocking, outgoing 173 Call Center menu 43 call control 68 call handling 215, 218, 258, 291, 292 for workgroups 291 huntgroup 258 incoming 215 Call Log View window 47 call parking 53 call priority caller ID routing 177 DNIS routing 179 setting 96 call record programmable key 237 call recording configuring 112 configuring system-wide 112 extension based recording 112 file name description 111 multiple gateways 113 personal options 197 remote sh
Index master 339 rejoining a server to 344 relocating extension 350 relocating extension using #27 351 synchronizing manually 354 system ID and 343 downgrading AltiWare 38 dsplay workgroup status IP phone 237 DTMF delivery 330 E E1 channel assignment 422 subscribing to service 422 E1 ISDN PRI installation 415 E1-R2 CAS installation 403 E-911 196 e-mail 89 integration with Exchange server 90 name 207, 254, 287 synchronizing with Exchange 90 e-mail messaging options 89 e-mail services 89 e-mail, setting not
Index adding a 251 answer handling 260 business hours 253 busy call handling 259 call handling 258 configuration 249 configuring basic attibutes 251 mail management 253 queue management 262 setting hours 253 setting up membership 252 setup 250 single call handling 261 huntgroup hours 253 defining 332 IP phone copy from 238 display workgroup status 237 time display 234 IP Phone button 44 IP resource, missing from Current Resource Statistics window 432 IP Trunk Access 60 ISDN PRI switch mode, setting 136 IS
Index voltage-based 200 messages managing 89 recording options 89 setting e-mail options 89 setting notification retries 88 messaging, managing 87 Microsoft Exchange Server integration 359 Microsoft SQL 71 mobile extension limitations 247 overview 239 press any key to answer call 245 voice mail 247 mobile trunk shared or dedicated 244 Monitor Available 223 monitor list 222 monitoring extensions, set up 222 multilingual prompts 103 overview 103 multilingual system auto attendant 106 configuring 105 configur
Index Q quality of service (QoS) 315 Quantum line properties 199 trunk properties 169 Quantum board trunk seizure 170 queue announcement 297 queue call priority score 300 queue management advanced 300 for huntgroups 262 for workgroups 296 queue overflow advanced queue management 302 queue overflow routing 298 queue phrase options 297 queuing control basic 297 quit queue 299 R Read Config tool 399 Realtime Transport Control Protocol (RTP/RTCP) definition 431 record option 169 recorded announcements, config
Index workgroups 282 skill-based routing 295 SMTP service 89 SMTP/POP3 setting for extension 207 softswitch architecture 79 speed dial station 205 speed dialing configuration 64 SQL 71 starting AltiGen services 394 static noise, test tool 388 station speed dialing 205 Status bar information 44 Stop Switching Service 49 stop/start AltiWare services 49 stopping AltiGen services 394 subscribing to service 419 Summary button 44 Superframe Format (SF) 132 synchronization e-mail servers 90 synchronizing domain s
Index setting notification 209 synchronizing with Exchange server 207 voice mail activity notification, unusual 210 voice mail activity, unusual setting parameters for notification 211 voice mail playing order 255, 288 voice quality and WAN bandwidth 332 voicemail playing order 208 VoIP codec profiles 327 VoIP bandwidth about 324 requirements 315, 324 VoIP channel usage 48 VoIP configuration 315 VoIP domain adding servers 341, 343 extension scope 346 managing users 345 master 339 multi-site, creating 339 r
