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Table Of Contents

About This Manual
Overview
- Technology Enhancements in Release 5.1
- Key System Features
Software Installation & License Registration
- Minimum System Requirements
  - Supported Operating Systems
  - CPU, Memory, and HDD Requirements
- Preparation for Installation
- Upgrade and Migration Path
  - Upgrading from 5.0A to 5.1
- About License Keys and the System Key
- License Activation and Registration Procedures
- Installing AltiWare Admin on a Network Client
- Uninstalling AltiWare
- Troubleshooting (Error Messages)
Getting Around AltiWare Administrator 5.1
- Logging In and Out
- Changing the Password
- The AltiWare Administrator Main Window
- The View Windows
- Stopping the AltiGen Switching Service
- Programs Available from the Windows Start Menu
System Configuration
- Setting General Parameters
- Setting a System Number Plan
- Setting Business Hours
- Routing Calls on Holidays
- Configuring System Speed Dialing
- Defining System Call Restrictions
- Creating Account Codes
  - Adding and Deleting Account Codes
- Setting up Call Reports
  - Internal Database Configuration (Internal Log Service)
  - Exporting Through a Local Port
- Country-Relevant Settings
  - Setting Toll Call Prefixes
  - Setting Emergency Numbers
- Audio Peripheral Configuration
- Activity
- Feature Profiles
- CT-Bus Configurations
Voice Mail Configuration
- Managing Messages
- Creating Distribution Lists
  - Defining a Distribution List
Auto Attendant Configuration
- Planning Is Essential
  - Example: AA Planning
- Adding Auto Attendants
- Editing Auto Attendants
  - Configuring Menu Items
  - Making Auto Attendant Assignments
- Phrase Management
Board Configuration
- Using the Triton Resource Board
- Using the Triton MeetMe Conference Board
- Configuring the Quantum Board
- Configuring the Triton Analog Station Board
- Configuring the Triton Analog Trunk LS/GS and LS Boards
- Configuring the Triton VoIP Board
- Configuring the Triton T1/E1 Board
- Configuring Virtual Boards SIPSP and H323SP
  - Configuring the SIPSP Board
  - Configuring the H323SP Board
- Configuring the MAX Board
- Configuring the Virtual MobileExt Board
Trunk Configuration
- Trunks Out of Service
- Channel Identification
- Opening the Trunk Configuration Window
- Selecting Trunks to Set Attributes
- Configuring One or Multiple Trunks
- Setting General Trunk Attributes
- H323 Tie Trunk Properties
- SIP Tie Trunk Properties
- SIP Trunk Properties
  - Configuring a SIP Trunk
- Triton T1/E1 Trunk Properties
  - Caller ID and DID Incoming Sequence Example
- Triton Analog Trunk GS/LS Properties
- Quantum Trunk Properties
- Incoming Call Routing
  - Regular Trunk Calls
- Outgoing Call Blocking
In Call Routing Configuration
- Caller ID Routing
  - Adding and Deleting Caller ID Route Entries
  - Defining Caller ID Routing
- DNIS Routing
  - Adding and Deleting DNIS Route Entries
  - Defining DNIS Routing
Out Call Routing Configuration
- Configuring Out Call Routing
- Configuration Example - Solving 10-digit Dialing
- Resolving Dialing Delay for Non-USA/Canada Countries
Extension Configuration
- About the Apply To Button
- Setting up Extensions
- Configuring Group Options for an Extension
- Setting up Station Speed Dialing
- Setting the Mailbox Options
- Setting Message Notification Options
- Configuring Calling Restrictions
  - Setting Call Restriction Options
  - Setting Other Call Restrictions
- Setting Answering Options
- Configuring One Number Access
- Setting Up Monitor Lists
  - Configuring a Monitor List
Setting Up IP Extensions
- Setting an IP Extension
  - Setting VoIP Codec for IP Extension
AltiGen IP Phone Configuration
Mobile Extension Configuration
- Mobile Extension Diagram
- Setting Up a Mobile Extension
- Voice Mail for Mobile Extensions
- Mobile Extension Limitations
Hunt Group Configuration
- Overview of Huntgroup Configuration Window
- Setting Up Hunt Groups
  - Establishing Basic Hunt Group Attributes
  - Setting Call Restrictions
- Establishing Hunt Group Membership
  - Setting Login Status for System Restart
- Setting Hunt Group Mail Management
- Setting Message Notification Options
- Setting Call Handling Options
- Setting Queue Management Options
Paging Group Configuration
Line Park Configuration
Workgroup Configuration
- Workgroup Functionalities
- Creating and Configuring Workgroups
- Overview of Workgroup Configuration Window
- Setting Up Workgroups
- Establishing Workgroup Membership
  - Setting Login Status for System Restart
- Setting Workgroup Mail Management
- Setting Message Notification Options
- Setting Call Handling Options
- Queue Management
- Agent Logout Reason Codes
Managing and Using MeetMe Conference
- Setting the MeetMe Conference Extension
- MeetMe Conference Window
- Working in the MeetMe Conference Window
- Creating a Meeting
- E-mailing a Meeting Invitation
- Modifying the E-mail Template
- Starting and Stopping a Meeting
  - Continuing a Meeting Beyond Its Duration Time
- Joining a Meeting
Network Configuration Guidelines for VoIP
- ISP/Intranet Quality of Service (QoS)
- WAN Bandwidth
- WAN Router Configuration
- Firewall Configuration
- Network Using NAT
- Network Configuration Guidelines for AltiGen IP Phones
- Configuration Guidelines for NAT
  - Private Network Configuration Example
  - VPN Network Configuration Example
Enterprise VoIP Network Management
- 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 the IP Dialing Table
- The Multi-site VoIP Domain
  - Creating a Multi-site VoIP Domain
  - Declaring Additional Servers for the VoIP Domain
- Working with Servers in the VoIP Domain
  - Adding a Server to a VoIP Domain
  - Rejoining a Server to the VoIP Domain
- Managing VoIP Domain Users
- Configuring Global Least Cost Routing
- When Information May Be Out of Sync
System Report Management
- System Summary Report
- IP Cumulative Traffic Statistics
  - Resetting Cumulative Statistics
Tools and Applications
- AltiGen Board Test
- CT-Bus Test Tool
- AltiGateway Configuration Tool
- Backup and Restore Utility
- AltiWare Admin & Extension Security Checker
  - Checking Extension Security
- Start & Stop All AltiGen Services
- Trace Collector
  - Limitations
- Voice File Converter
- Read Config
- Work/Hunt Group Converter
E1-R2 and E1 ISDN PRI Installations
- E1 R2 CAS Installation
- E1 ISDN PRI Installation
Required Service Parameters
- Service Parameters/Request Information for T1
- Service Parameters/Request Information for PRI
- Service Parameters/Request Information for E1
Network Ports
- Remote IP Phones Behind NAT
Technical Support & Product Repair Services
- Technical Support
- Product Repair
- Technical Training for Administrators
Troubleshooting
- Troubleshooting VoIP—Common Symptoms and Solutions
Index

4 AltiWare ACC 5.1 Administration Manual

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. When the user presses * * , the system simulates On-Hook/Off-Hook and

plays a dial tone to the MobileExt user after the user terminates the existing call

or transfers a call.

– Option for MobileExt user to press any digit to connect to call - This delay-

answering option gives the MobileExt user more time to decide whether to connect

to a call or not.

• Ability to mute conferencing party during regular conference - When an extension

user initiates a conference, he can mute a conference party from AltiView/AltiAgent.

• Configuration for an IP extension to fallback to a mobile extension

• Voice mail added as a Line Park exit option

• IP phone does not ring when a call is parked by user

Call Center New Features and Enhancements

Enhanced skill-based routing with skill level requirement support (ACM

only)

• Ability to tag Skill Level Requirement (SKLR) for a incoming call in AA, DNIS Routing,

Caller ID Routing, Advanced Call Router, and SDK

• Workgroup Queue distribution engine tries to match caller's SKLR with Agent Skill

Level. Three agent call coverage logics can be configured: Exact Match; Equal or

higher SKLR; Equal or lower SKLR

• Workgroup call coverage can be expanded beyond the SKLR, if the expansion rule is

set to increase the caller's SKLR after the caller waits in queue a specified amount

of time

Supervisor Coaching

Lets the supervisor coach the agent through a call without the other party hearing. This

feature is not supported when the agent extension connects to a Quantum extension

port or if the customer is calling over IP and the voice stream is connected directly from

a SIP device to the agent's IP phone (bypassing AltiServ).

Client Application New Features and Enhancements

AltiView

• Meet-Me conference scheduling, monitoring, mute, and drop capability

• Dial pad and Flash key

• Ability to manage Activity greetings