User guide
Table Of Contents
- About This Manual
- Overview
- Technology Enhancements in Release 5.1
- SIP Implementation
- Multi-Site Enterprise Management - AltiEnterprise Manager
- Multi-Chassis Gateway Support (ACM only)
- Capacity Improvements
- Voice Processing New Features and Enhancements
- PBX New Features and Enhancements
- Call Center New Features and Enhancements
- Client Application New Features and Enhancements
- IP Phone New Features and Enhancements (IP600, IP710, IP705)
- Key System Features
- Technology Enhancements in Release 5.1
- Software Installation & License Registration
- Getting Around AltiWare Administrator 5.1
- 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
- Setting up Call Reports
- Country-Relevant Settings
- Audio Peripheral Configuration
- Activity
- Feature Profiles
- CT-Bus Configurations
- Voice Mail Configuration
- Auto Attendant Configuration
- 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 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
- Triton T1/E1 Trunk Properties
- Triton Analog Trunk GS/LS Properties
- Quantum Trunk Properties
- Incoming Call Routing
- Outgoing Call Blocking
- In Call Routing Configuration
- Out Call Routing Configuration
- Extension Configuration
- Setting Up IP Extensions
- AltiGen IP Phone Configuration
- Mobile Extension Configuration
- Hunt Group Configuration
- Paging Group Configuration
- Line Park Configuration
- Workgroup Configuration
- Managing and Using MeetMe Conference
- Network Configuration Guidelines for VoIP
- Enterprise VoIP Network Management
- Understanding VoIP Bandwidth Requirements
- Opening AltiEnterprise Manager
- Setting VoIP Codec Profiles
- Assigning Codec Profiles to IP Addresses
- Defining IP Networks
- Defining the IP Dialing Table
- The Multi-site VoIP Domain
- Working with Servers in the VoIP Domain
- Managing VoIP Domain Users
- Configuring Global Least Cost Routing
- When Information May Be Out of Sync
- System Report Management
- Tools and Applications
- E1-R2 and E1 ISDN PRI Installations
- Required Service Parameters
- Network Ports
- Technical Support & Product Repair Services
- Troubleshooting
- Index
Chapter 1: Overview
AltiWare ACC 5.1 Administration Manual 17
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.
AltiView - a Windows-based desktop call control and window popup application that
interacts with the system through a CTI link and provides easy-to-use call control,
monitoring and logging capability.
AltiAgent
™
- a workgroup user version of AltiView; in addition to AltiView features, also
provides call statistics, call wrap up with data entries, workgroup login/logout with
reason codes and agent ready/not ready status.
AltiSupervisor
™
- allows a workgroup supervisor to view an agent’s real-time activity,
login/logout an agent, view workgroup and agent operation statistics, Listen/Barge-in/
Coach agent’s conversation. In ACM version, the following features are available:
• Color coded priority in queue
• Change caller’s priority
• Record agent’s conversation with indicator
AltiReport (ACM only) - application that can report an agent’s and workgroup’s
operation details, including summary, analysis, and charting.
Advanced CallRouter (ACM only) - a call handling application that matches incoming
call data or collected digits against a customer’s CRM record to determine how to route
the call. It has the capability to set call priority and caller’s skill level requirement.
CDR Search - a call reporting tool that allows administrators to search CDR files for
records that meet selected criteria, and allows workgroup supervisors to get workgroup
CDR statistics.
IPTalk - an IP softphone to allow an AltiView or AltiAgent user to log in to a system as
an IP extension. IPTalk supports G.711 and G.723.1 codec only.
SuperQ (ACM only) - a Java-based application designed to queue and distribute calls for
call centers with workgroups located in different geographic locations or across multiple
AltiGen servers. SuperQ enables call centers to combine teams of workgroups from
multiple locations into one virtual team.
VRManager (ACM only) - allows administrators/supervisors to convert, schedule
backup/delete, and query recorded files.
SDK Tool Kit (ACM only) - offers a complete set of tools including APIs, documentation
and sample programs, to enable a developer to begin programming rapidly and
efficiently. It includes a self-installing CD-ROM containing AltiGen SDK software.
Session-based licensing is required for both Basic API and APC API interfaces.