AltiContact Manager™ Version 4.6 Administration Manual Revised 06/2003 4413-0001-4.
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 Preface: About This Manual . . . . . . . . . . . . . . . . . . . . . . . . 1-xxix Chapter 1 Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-1 Key AltiContact Manager Characteristics . . . . . . . . . . . . . . . 1-3 Call Center/IP PBX Features . . . . . . . . . . . . . . . . . . . . . . . . 1-6 Automatic Call Distribution Features . . . . . . . . . . . . . . . . 1-12 IVR Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Installing a Cooling Fan . . . . . . . . . . . . . . . . . . . . . . . . . . . Proper Board Handling Procedures . . . . . . . . . . . . . . . . . . Electrostatic Discharge (ESD) Warning . . . . . . . . . . . . . . . Operating Environment. . . . . . . . . . . . . . . . . . . . . . . . . . . . Packaging for Shipment and Storage . . . . . . . . . . . . . . . . . AltiContact Manager Conference Resource Limits . . . . . . 2-13 2-14 2-14 2-15 2-17 2-18 Chapter 3 Software Installation . . . . . . . . . . . . .
The AltiContact Manager Main Window 2 The Main Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-3 Quick Access Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-3 The View Windows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-5 Boards View Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-5 Agent Extension View Window . . . . . . . . . . . . . . . . . . . . . . 4-6 Trunk View Window . . . . . . . . . . . . . . . . . . . . . . .
Setting Emergency Numbers . . . . . . . . . . . . . . . . . . . . . . . 5-26 Setting the TDM Bus Mode . . . . . . . . . . . . . . . . . . . . . . . . 5-26 CT-Bus Clock Configuration . . . . . . . . . . . . . . . . . . . . . . . . 5-26 Audio Peripheral Configuration . . . . . . . . . . . . . . . . . . . . . . 5-27 Configuring Music On Hold and Recorded Announcements 5-28 Setting Greeting and Update Prompts . . . . . . . . . . . . . . . . 5-30 Configuring Overhead Paging . . . . . . . . . . . . . . . . . . .
Outgoing Call Blocking . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-21 Chapter 8 Voice Mail Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . 8-1 Managing Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Setting Message Notification Retries . . . . . . . . . . . . . . . . . . Setting Message Management Options . . . . . . . . . . . . . . . . Setting Message Recording Options . . . . . . . . . . . . . . . . . . Setting E-mail Messaging Options . . . . . .
Chapter 11 IVR Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .11-1 Planning is Essential . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-1 Example: IVR Planning 2 Adding IVRs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-4 Editing IVRs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-5 Configuring Menu Items . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-6 Making IVR Assignments. . . . . . . .
Disabling a Mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Synchronizing with Exchange Server . . . . . . . . . . . . . . . SMTP/POP3 Setting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . Mail Forwarding Options . . . . . . . . . . . . . . . . . . . . . . . . . Setting Message Playback Options . . . . . . . . . . . . . . . . . Setting Mailbox Capacities . . . . . . . . . . . . . . . . . . . . . . . Setting Message Notification Options . . . . . . . . . . . . . . . .
Synchronizing with Exchange Server. . . . . . . . . . . . . . . . Setting Email Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . Setting Mailbox Playback Options . . . . . . . . . . . . . . . . . . Setting Mailbox Capacities . . . . . . . . . . . . . . . . . . . . . . . . Setting Message Notification Options . . . . . . . . . . . . . . . . Setting the Message Types for Notification . . . . . . . . . . . Setting the Type of Notification . . . . . . . . . . . . . . . . . . . .
Setting Call Handling Options . . . . . . . . . . . . . . . . . . . . . . Handling Busy Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Forwarding All Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Handling Unanswered Calls . . . . . . . . . . . . . . . . . . . . . . . Setting Workgroup Handling . . . . . . . . . . . . . . . . . . . . . . Group RNA (Ring No Answer) Handling. . . . . . . . . . . . . Queue Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Restoring Backed up Files . . . . . . . . . . . . . . . . . . . . . . . . . . 19-4 Chapter 20 System Report Management . . . . . . . . . . . . . . . . . . . . . . . 20-1 System Summary Report . . . . . . . . . . . . . . . . . . . . . . . . . . . 20-1 System Log . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20-2 IP Cumulative Traffic Statistics . . . . . . . . . . . . . . . . . . . . . . 20-3 Chapter 21 Data and Internet Integration . . . . . . . . . . . . . . . . . . . . . .
Work/Hunt Group Converter . . . . . . . . . . . . . . . . . . . . . . . . 24-1 Configuration Reader . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24-3 Extension Checker . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24-4 MVIP Test Tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24-6 AltiDBReader . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24-7 DINA Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . I-1 Readers Comment Form. . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Liability & Warranty Limitation of Liability FCC and Industry Canada Compliance This section describes the requirements for compliance with Federal Communications (FCC) Rules and Industry Canada CS-03 standard. Statement This equipment has been tested and found to be in compliance with the limits for a Class B digital device pursuant to Part 15 and Part 68 of the FCC Rules.
a. The telephone number to which this unit is connected. b. The ringer equivalence number. [0.0B] c. The USOC jack required. [RJ11C] d. The FCC Registration Number. [see label on board] e. Industry Canada (Industrie Canada) Certification Number. [see label on board] Items (b) and (d) are indicated on the label. The Ringer Equivalence Number (REN) is used to determine how many devices can be connected to your telephone line.
Port Identification, Facility Interface, and Service Order Codes The following tables list the manufacturer’s network interface port designations, Facility Interface Codes (FIC), Ringer Equivalence Number (REN), or Service Codes and the network jacks for the required facilities. The facility interface and service order codes are with reference to the codes specified in Table 5 of Appendix D of FCC Form 730 Application Guide of January 1998. Table 1.
Direct Inward Dialing (DID) Answering Supervision Customers allowing Triton T1/PRI, Quantum, or Triton Analog Station Analog DID to be operated in such a manner as to not provide for proper answer supervision is a violation of Part 68 of the FCC rules. Proper answer supervision occurs when: 1. 2. The AltiWare system returns answer supervision to the PSTN when DID calls are: • Answered by the called station. • Answered by the attendant.
Información de Seguridad de Importancia • Lea todas las instrucciones antes de que intente operar el equipo y antes de conectar la fuente de alimentación. • Observe siempre las precauciones básicas de seguridad, a fin de reducir el riesgo de incendio, electrochoque y de lesiones al personal. • Con objeto de evitar incendios o el riesgo de electrochoque, no exponga la unidad a la lluvia, humedad, ni tampoco instale este producto cerca del agua. Jamás derrame ninguna clase de líquido sobre el producto.
• Stromversorgungskabel nicht an Gebäudeteilen befestigen. Keine Gegenstände auf das Stromversorgungskabel legen oder auf das Kabel treten. • Zur Verhütung der Überhitzung des Gerätes ist die Verschließung von Ventilationsschlitzen und -öffnungen im Modulgehäuse zu vermeiden. Safety with Electricity DANGER Do not take chances with your life. Follow these safety guidelines carefully. High Voltages • Observe all safety regulations and read the warnings, cautions, and notes posted on the equipment.
• Never touch uninsulated telephone wires or terminals unless the telephone line has been disconnected at the network interface. Seguridad en El Manejo de La Electricidad DANGER/PELIGRO Do No ponga en riesgo su vida. Sigua estos lineamientos de seguridad al pie de la letra. Alto Voltaje • Observe todas las normas de seguridad y lea las advertencias, avisos de precaución y notas que se encuentran adheridos al equipo. • Encuentre el interruptor que corta la corriente eléctrica del gabinete.
• Nunca instale un conector telefónico en donde pueda mojarse, salvo cuando el conector se encuentre especialmente diseñado para funcionar en condiciones de humedad. • Jamás toque cables o terminales telefónicas que no tengan aislante, a menos que haya desconectado la línea telefónica desde la interfase de la red. Elektrosicherheit DANGER/GEFAHR Nicht mit dem Leben spielen. Sicherheitsrichtlinien sorgfältig beachten.
• Vermeiden Sie das Berühren von nichtisolierten Telefonkabeln oder Terminals, wenn die Telefonleitung an den Netzschnittstellen nicht abgeschaltet ist. UL Regulatory Safety Requirements (Requisitos Reglamentarios de Seguridad de La Asociación de Aseguradores (UL)/Sicherheitserfordernisse gemäß UL (Underwriter's Laboratories, Inc.)) Host Computer 1.
Clearance (mm) Creepage (mm) Voltage used or generated by host or other cards 2.6 3.0 (4.8) Up to 125 Vrms or Vdc 4.0 5.0 (8.0) Up to 250 Vrms or Vdc 4.0 6.4 (10.0) Up to 300 Vrms or Vdc For a host or other expansion card fitted in the host, using or generating voltages greater than 300V (rms or dc), advice from a competent safety engineer must be obtained before installation of the relevant equipment.
8. La energía eléctrica que requiere la máquina principal y el total del conjunto de tarjetas de los adaptadores instalados dentro del ámbito de la máquina principal, junto con cualquier aparato auxiliar adicional, no deberá exceder las especificaciones de energía eléctrica de la máquina principal. 9.
ISA bus B1 ISA bus B10 B31 7. AltiGen entspricht den PCI Board Anforderungen Rev. 2.1 (5V 32-bit). 8. Der Energiebedarf für das Hauptgerät sowie aller Anschlußkarten im Hauptrechner, einschließlich von Zusatzgerät, darf die für das Hauptgerät spezifizierte Leistung nicht überschreiten. 9. Die in der folgenden Tabelle vorgesehenen Minimalwerte müssen für den Fall beachtet werden, daß mit der Einführung von zusätzlichen Karten riskante Stromspannungen entweder benötigt oder verursacht werden.
Bei Netzausfall wird der erste Telefonanschluß jeder Karte (mit der Ausnahme von CD0012UD) direkt mit der Vermittlung verbunden und garantiert dadurch Zugang zu Notdiensten. Der Anschluß muß von PSTN, betrieben werden oder aber eine örtliche Notstromversorgung haben, die es ermöglicht, Notdienste bis zu vier Stunden nach dem Netzausfall anzurufen. Wiring (Cableado/Schaltung) All wiring must conform to National Telecommunications Wiring Regulations and the National Electrical Wiring Regulations.
25 mm of air Class V-1 or better. Also, the card must be separated from openings in the top or sides of the enclosure by at least 25 mm of air or by a barrier of flammability Class V-1 or better unless the openings comply with one of the following: • not exceed 5 mm in any direction, or • not exceed 1 mm in width, regardless of length 3. Any holes in the chassis not conforming to the above should be covered with a metal perforated screen, with holes not exceeding 5 mm diameter, fixed internally. 1.
1. A supplementary equipment earthing conductor is to be installed between the product or system and earth, that is, in addition to the equipment earthing conductor in the power supply cord. 2. The supplementary equipment earthing conductor may not be smaller in size (8 AWG minimum, recommend 6 AWG) than the unearthed branch-circuit supply conductors.
besteht, wenn das Stromversorgungskabel aus dem Stecker gezogen ist. Die Erdung des Zusatzkabels muß den geltenden Bestimmungen für den Endanschluß von Metallbrücken im Teil K, Artikel 250 des Nationalen Elektrokodex, [in Park (?) K of Article 250 the National Electric Code], ANSI/NFPA 70, und Artikel 10, Teil I des Kanadischen Elektrokodex, Tei I, [and Article 10, Part I of the Canadian Electrical Code, Part I] C22.1entsprechen.
13. Connect the building telecommunication wiring to the RJ-11 sockets. 14. Building telecommunication wiring should be installed according to the National Wiring Regulations for Telecommunications. UL File No. E179719 Preparación del Equipo UL Prepare el equipo de la manera que se indica a continuación. Cerciórese de antemano de que se observan todas las instrucciones aplicables del fabricante. Si tiene usted alguna duda acerca de cualesquiera de ellas, llame a su proveedor. 1.
12. Conecte el cable que se le suministra con la tarjeta AltiServ al conector sub-miniatura tipo D (25 clavijas) de la tarjeta AltiServ y el conector al Tablero de Conexiones del Modular RJ-11. 13. Conecte el cableado de telecomunicación del edificio a los enchufes del RJ-11. 14. El cableado de telecomunicación del edificio debe instalarse de conformidad con las Normas Nacionales de Cableado para Telecomunicaciones. Archivo de la Asociación de Aseguradores No.
13. Anschluß zwischen dem mit dem AltiServ gelieferten Kabel, dem "D-type subminiature" (25 pin-Kontaktanschlüsse) Stecker auf der AltiServ Karte und dem Stecker des modularen RJ-11 Steckfeldes erstellen 14. Anschluß zwischen der Gebäudefernmeldeschaltung und den RJ-11 Buchsen erstellen. 15. Gebäudefernmeldeschaltung gemäß National Wiring Regulations for Telecommunications ("Nationale Vorschriften für Fernmeldeschaltungen"). UL Kartei No.
1. Take or ship the product (shipment prepaid) to your AltiGen distributor or to AltiGen Communications, Inc. All materials being returned to AltiGen must have an associated RMA number. RMA numbers are issued by AltiGen Customer Service and can be obtained by calling 1-510 252-9712. AltiGen reserves the right to refuse return of any material that does not have an RMA number. The RMA number should be clearly marked on the outside of the box in which the material is being returned.
Preface: About This Manual Another manual, the AltiServ User Guide, covers the AltiContact Manager end user features and functions such as call handling, voice mail, and web interface. This guide contains the following chapters and appendices: Chapter 1, Overview, describes the AltiContact Manager functions, features, benefits, and new features with AltiContact Manager 4.6.
Chapter 12, CallCenter Configuration, describes configuration for call centers. Chapter 13, Agent Configuration, describes configuration for agent extensions. Chapter 14, Huntgroup Configuration, describes configuration for huntgroup functions and features. Chapter 15, Workgroup Configuration, describes configuration for workgroups. Chapter 16, Setting Up IP Extensions, outlines procedures for setting up IP extensions using AltiGen-certified clients.
Appendix C, Product Repair Services & Technical Support, describes technical support, customer service, repair and replacement policies and forms.
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CHAPTER 1 Overview With AltiContact Manager, AltiGen has combined several separate compelling contact center productivity applications into one integrated system to handle daily voice, Internet, and email interactions. AltiContact Manager is designed with an intuitive easy to use graphical user interface for your current IT staff to easily manage the system and reduce administrative costs. There is no need to learn complicated command line interfaces or manage disparate systems.
• An integrated IP or traditional PBX with voicemail for both extensions and voicemail • Unified Messaging integrating voice with E-Mail and third party fax, e-mail server • Easy to use IVR with capability to answer PSTN and Web calls • Enhanced ACD • Built-in CRM screen-pop with popular applications like Goldmine, ACT, Microsoft Outlook and Microsoft CRM • TAPI (Telephony API) Service Provider • Real-time status monitoring and reporting • Call Record to Voice Mail or to external server • D
Overview AltiContact Manager also includes the following IP PBX features: • Voice Mail • IVR • Email Server • Configurable Emergency Number 1.
Key AltiContact Manager Characteristics Additional Quantum boards can be added to meet larger system requirements. The maximum number of Quantum boards in one system is up to 16 boards and depends on the number of ISA slots available and the selected computer platform performance characteristics. Note: AltiContact Manager does not support Quantum Rev. C/C+ boards. Upgrade Quantum boards to Rev. D prior to installation.
Overview • Tip and ring reversal • FSK message lamp • 5V PCI slot is required for each Triton Analog Station Board. • Recording capability • Tone detection (fax, modem, voice) available. — Triton Resource Board - a PCI bus telephony board that provides monitoring and Barge In system support functions. You can install up to two (2) Resource Boards per system. • AltiContact Manager System Software - the system telephony application software that provides an easy-to-use graphical user interface.
Key AltiContact Manager Characteristics Call Center/IP PBX Features The Call Center/IP PBX features include telephone switching for making calls, answering calls, and transferring calls. For more sophisticated business applications, AltiContact Manager provides advanced features such as group call routing, multiple trunk and route access codes, scheduled call routing, and flexible call restrictions.
Overview • 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. NEW Call Park Ring Back Identification to Operator - when parked calls are not picked up, the operator will be rung. Call Restrictions - restricts users from dialing specific long distance area codes and phone numbers.
Key AltiContact Manager Characteristics • Directory Name Announcement - the huntgroup/workgroup agent’s directory name will be announced to the caller before the call rings to an agent. • Distinctive Call Waiting Tone - allows three different call waiting tone cadences to distinguish between internal, external, and operator calls. • Distinctive Ringing - allows three different ringing cadences to distinguish between internal, external, and operator calls.
Overview Individual and System Call Pick Up - allows users to answer a ringing telephone from another station. • Intercom Call - by pressing #93 on any phone connected to an AltiWare system, users can make an intercom call to an AltiTouch Plus or Alti-IP 600 phone. If the phone is in idle state, the phone speaker will be turned on, and the voice path is connected. If the IP phone is busy, the call will follow the busy call handling feature of the IP phone’s configuration.
Key AltiContact Manager Characteristics • Out Call Routing Configuration - allows outgoing calls to be directed to particular trunk routes, based on parameters assigned in AltiAdmin, and supporting the new tenant tables. • Outside Call Blocking - when this feature is enabled, access to outside lines is temporarily disallowed. • Overhead Paging - allows the use of voice paging over an internal public address system.
Overview Station Log In/Log Out - enables system users to move an extension number from one station to another, or deactivate an extension on a long-term basis. • System and Station Speed Dial - allows programming of frequently used telephone numbers for speed dialing. Up to 60 system speed numbers can be programmed. Up to 20 station speed numbers can be programmed for each extension.
Key AltiContact Manager Characteristics • Flexible Wrapup Times and Inter Call Delays - can be used to set delays before the system sends the next call to an extension. Further, the user can manually set the extension state to Ready or Not Ready to receive calls. Automatic Call Distribution Features Automatic Call Distribution (ACD) features include: • Auto Logout - a group member can be automatically logged out if a call is not answered.
Overview Multiple Workgroup Log In and Log Out - lets group members quickly log in and out of multiple groups. • Ready/Not Ready - members can also enable a “ready” (#90) or “not ready” (#91) status to inform the system whether or not the agent is able to receive the next call. • Skill-Based Call Distribution - the system administrator can define different skill workgroups and then assign different skill levels for agents for incoming calls, which will ring the lowest member agent first, from 1 to 9.
Key AltiContact Manager Characteristics the call queue for the next available member. When the first called member fails to answer the call within the number of rings configured, the system can direct the call to the next available workgroup member. The system can also ring the longest idle member or ring all available members. Calls encountering RNA among all agents can be automatically directed to an alternate destination.
Overview IVR Features The IVR features provide quick and courteous processing of all incoming calls. An IVR can be configured to serve as a primary Attendant or as a backup to a receptionist. IVR 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.
Key AltiContact Manager Characteristics AltiGen Voice Mail Features The AltiGen Voice Mail System is a sophisticated message management system that provides the calling and the called parties with enhanced communication features. It allows greater accessibility, faster reply time between parties, and reduces the frustration of telephone tag. The AltiGen Voice Mail System is described in the AltiServ User Guide.
Overview messages and make other calls not associated with a message, all with one call into the AltiGen Voice Mail System. This can result in significant savings. The use of this privilege is configurable on a peruser basis. Message Management - receives, sends, forwards, deletes, and replies to messages. • Message Notification of E-mail Messages - designed to alert you of new voice and/or email messages in your mail box.
Key AltiContact Manager Characteristics • Zoomerang - allows users to listen to messages in the AltiGen Voice Mail System, prompt the system to automatically call the party who left the message, and then return to the AltiGen Voice Mail System to continue checking messages, all in a single call into the AltiGen Voice Mail System. If the caller ID information is not captured, the user may enter the “call back” number manually.
Overview Mail Forwarding - allows you to forward mail (email and voice mail) to an SMTP-based mail server. The destination server address should be the address of the SMTP server to which all mails should be forwarded. This address can be an IP address such as 100.200.101.201, a domain name such as altigen.com, a fully qualified domain name such as symphony.altigen.com or a machine name such as symphony.
Key AltiContact Manager Characteristics • Call Detail Reporting (CDR) - the system collects and records information on outgoing and incoming phone calls, such as length of call, time of call, number of calls. This data can be written to an internal database or to an external SQL database. CDR Search provides an interface that captures workgroup statistics from the realtime monitoring function used in the AltiSupervisor client application.
Overview Split Area Code Support - allows you to identify area codes and prefixes that are exceptions to the standards of how area codes and long distance prefixes are normally used. For example, this configuration allows the system to treat calls to certain areas as local calls. • Tenant Service - allows certain trunks to be shared among multiple groups. In this manner, for example, an AltiContact Manager system in a large building can be shared among smaller offices, or tenants.
Key AltiContact Manager Characteristics Voice over IP Features Voice over IP features include: • ACM Administrator Remote Administration - remote AltiContact Manager locations can be managed using ACM Administrator. • AltiContact Manager-to-AltiContact Manager Networking Capability - multiple AltiContact Manager systems at the same or remote locations can be linked through an IP network.
Overview IP Extensions - the IP Extension feature allows an H.323 compliant terminal device to connect to AltiContact Manager. IP extensions have the same functionality as an analog station. Group agents can log in from a remote location using IP extensions. • IP Phone Service - a service that runs on the same system as AltiContact Manager, is installed together with AltiContact Manager, and connects to AltiContact Manager through enhanced AltiLink Plus protocol on behalf of AltiGen IP Phones.
Key AltiContact Manager Characteristics • VoIP Hop Off Call Support - allows an extension to access a T1 or CO trunk on the remote system and “hop off’ to dial an outside telephone number. This “hop off’ feature can be enabled or disabled on the remote system. Outcall restrictions for hop off calls are configurable. Voice over IP Session Support AltiContact Manager Features The following trunk-related AltiContact Manager features are supported during IP trunk call sessions.
Overview • Intercom • IP Extension Log In/Log Out AltiWare Tools • AltiDBReader - allows you to view historical data from a database, which can be saved to a file. • DINA (Distributed Intelligence Network Architecture) Manager an application that allows a system administrator to configure several distributed systems from a single system. The tool can be run on any server (local or remote) to an AltiContact Manager system that has a connection for access to all the servers to be managed.
Key AltiContact Manager Characteristics • Basic CallRouter - a call handling application that uses ACM Administrator Auto IVR and AltiAPI Data Directed Routing features to match incoming trunk call data against customer records built using the Call Router GUI. The Call Router Advanced license gives additional features including dynamic searching of DNS data to match against incoming call data, and workgroup call queue announcements.
CHAPTER 2 System Requirements Hardware Requirements AltiContact Manager hardware requirements depend on the number of extensions (lines) and trunks your site requires. Refer to Table 4 on page 212 for AltiContact Manager platform selection. AltiContact Manager is integrated with a system key, a hardware security device that allows the software to run ONLY when that system key is attached to the parallel or USB port of the server that AltiContact Manager is running on.
Note: If installing AltiContact Manager for the first time and you wish to use the software with Windows 2000, you must already be running Windows 2000 prior to the AltiContact Manager software installation. Note: If migrating to AltiContact Manager, a turnkey ACM or migration from AltiServ will be available. • For 4.6 Administrator: NT 4.0 Workstation/Server with SP6, Windows 2000 Server/Professional with SP2 and above. • For 4.6 Client Applications: Windows 98 2nd Edition, Windows ME, NT 4.
System Requirements Proper Grounding and Loop Current Proper grounding is essential for any PBX system. This is a simple but very important step and is highly recommended. Run a wire from the server chassis to earth ground. Don’t wait for a problem to arise before taking this step. Make sure this is one of the first things you do before turning the AltiGen system on. Uninterruptible Power Supply (UPS) Using a UPS prevents power fluctuations and surges on power sources from utilities.
Table 1.
System Requirements The I/O switch is factory preset as shown below. Change this setting only if there is a hardware conflict.
• MVIP Compatible • 256 Port Non-Blocking Switch Matrix • Jumper-Free Configuration • PCI Bus • Compliant with EIA464 • Recording capability Note: When the board is configured for audio input, the first port cannot be used for an extension. Triton Analog Trunk Board The Triton Analog Trunk board comes in two models: Loop Start/Ground Start (LS/GS) and Loop Start only (LS).
System Requirements • Tone detection for fax tone, modem tone and voice. Triton VoIP Board The Triton VoIP telephony board has the following functional characteristics: • MVIP-compatible • 256 Port Full-Duplex Switch Matrix • Jumper Free Configuration • PCI Bus 2.
Triton Resource Board The Triton Resource board enables call center supervisors to barge in or silently monitor conversations. Up to two Resource Boards can be installed in one system. Up to 12 simultaneous supervisor silent monitoring or barge-in sessions are supported for each board.
System Requirements AltiGen Board Options (Opciones de La Tarjeta AltiGen /AltiGen Kartenoptionen) Table 2 lists the AltiGen telephony board modules. This selection allows you to optimize your system based on the trunk/extension mix required at your site. La Tabla No. 2 lista los módulos de la tarjeta de telefonía AltiGen. Esta selección le permite optimizar su sistema con base en la mezcla de troncales y extensiones que requiere su sitio. AltiContact Manager Administration Manual 2-9 2.
Table 2. AltiGen Telephony Board Options Board/Tarjeta/ Karte Model Number/No.
System Requirements die 12 Anschluß-Karte zu einer 30 Anschluß-Karte aufgerüstet werden. (Eine Kartenaufrüstung pro Lizenz). Die ursprünglichen Anschlüsse behalten ihre Konfiguration, die neuen Anschlüsse jedoch müssen bei Gebrauch neu konfiguriert werden. 1 Available in the Americas and Caribbean only./Disponible en las Américas y en el Caribe únicamente./Nur in Nord-und Südamerika und der Karibik erhältlich.
Recommended ACM System Configurations* 12V Requirement 5V Requirement Power Supply Hard Disk Controller Available Memory CPU Type Number of Quantum or Triton Boards per System Table 4.
System Requirements Table 5. Individual Board Power Requirements Board/Tarjeta/Karte 5V 12V Slot Type/Tipo Ranura/Steckplatz 1.6 1.4A ISA Triton Analog Extension 1.6 1A* PCI Triton Analog Trunk LS/GS 1.6 0.25A PCI Triton Analog Trunk LS 1.6A 0 PCI Triton VoIP 1.6 0 PCI Triton T1/PRI 1.6 0 PCI Triton T1/E1 PRI 1.6 0 PCI Triton Resource 1.6 0 PCI 2. System Requirements Quantum *1A@12V is provided by power connector.
If more than two AltiGen telephony boards are installed in the AltiWare system, then an additional cooling fan will be required. This fan needs to effectively reduce heat and increase airflow to the AltiGen telephony boards to ensure system dependability and reliability. To install a cooling fan into the system, read the instructions included with the fan unit.
System Requirements Operating Environment (Condiciones Ambientales de Operación/Betriebsbedingungen) Before you set up and use the system, consider the environment in which the system will reside: Choose a work surface large enough to accommodate the entire system. • Use a flat, stable work surface with enough space around it for proper air circulation. For proper heat dissipation, a fan is recommended in front of the AltiGen telephony boards to ensure sufficient airflow.
• Utilice una superficie de trabajo plana y estable, con suficiente espacio alrededor para que pueda darse una adecuada circulación del aire. Se sugiere la colocación de un ventilador frente a las tarjetas de telefonía AltiGen, con objeto de disipar el calor adecuadamente y garantizar un flujo de aire suficiente. Cerciórese de que el filtro del ventilador se encuentra limpio y de que no obstruye el flujo del aire. • Trabaje siempre con equipo y aditamentos con conexión a tierra.
System Requirements • Es darf nur mit geerdetem Gerät gearbeitet werden. ESD Matten (zur Vermeidung von Statik) sowie geerdete Handgelenk- und Fußbänder sind dabei erforderlich. • Beim Zusammenbau von Hand ist zu beachten, daß mit Karten nach der Entnahme aus einem anti-statischen Behälter vorsichtig umyugehen ist. Karten müssen dann zur elektrischen Entladung auf eine Dissipationsmatte am Arbeitsplatz gelegt werden, bevor sie berührt werden dürfen.
AltiContact Manager Conference Resource Limits The following table defines conference resource limits for boards used in an AltiContact Manager system. Table 6. Conference Call Resource Limits Maximum Number of Conferences Supported (Conference Bridge) Maximum Number of Members per Conference (Internal Extensions and External Parties) Total Number of Conference Resources Available Support of Conference Members on Other Boards Quantum 3 up to 61 12 Yes, limited to 4 members.
CHAPTER 3 Software Installation The AltiContact Manager software is provided on a CD-ROM and contains the following components or folders: AltiContact Manager. Contains the AltiContact Manager Administrator as well as the switching service, SMTP/POP3 server, messaging agent, Exchange Integration, AltiBackup, AltiGatekeeper, AltiWeb that can be installed on any Windows NT Server with Service Pack 6a (or higher) or on Window 2000 Server. • ACM Admin.
AltiContact Manager as an NT Service AltiContact Manager as an NT Service AltiContact Manager components such as the switching, messaging agent, and AltiBackup are NT services that are automatically launched when AltiContact Manager is installed and the system is restarted.
Software Installation • User Account. During installation, a user account with local administrator right is created automatically to run AltiContact Manager services. Do not delete or modify this account. You may change its password through installation. The account name is in the form: (user name: AltiGen_) • Third party applications. AltiContact Manager must be installed before any third party applications on a Windows NT with Service Pack 6a (or higher) or Windows 2000 system.
Preparing to Install AltiContact Manager Client Server TCP VoIP Message Waiting VoIP Message Waiting 49151 (Quicknet IP ext only) VoIP H.245 VoIP H.245 VoIP RTP VoIP RTP Web Client AltiLink+ 10025 NetMeeting Chat 1720 UDP From 49152 to Nb From 49152 to Nb plus VoIP ports described above AltiGen IP Phone Polycom 10032 Between 2222-2242 and 1718/ 1719 a. It is recommended that this be run only in an intranet. b.
Software Installation Software License Activation and Registration Licensing The licensing has two components — a system key which is a physical device shipped with every copy of AltiContact Manager. This hardware key is equipped with a DB -25 connector that is designed to be connected to the parallel printer port on the system running AltiContact Manager. Optionally, a USB port version of the system key is available for use on systems ONLY equipped with a USB port.
Licensing License Type Description/Notes Business User Seat • This license counts the total number of physical and IP phones configured in the system. • Included in Agent Seat license. Agent Seat Session • This license counts the number of concurrent, logged in agents to one or multiple workgroups. When a single agent logs in to one or more workgroups, one agent seat license is be used.
Software Installation License SDK Application Session Type Description/Notes Session • This license enables trunk and extension ports to enter APC state. In APC state, 3rd party applications can control the port to perform the following functions: — Play phrase/tone — Play DTMF tone — Receive DTMF digit — Record voice (not conversation) — Switch to music • Requires SDK Connection Session license. • This license is mainly designed for IVR applications.
Registration Dealer Installation ID As part of the installation and registration process, the Dealer is associated with the customer and the system installed. To facilitate this, a Dealer Installation ID will be provided to all dealers. This Dealer Installation ID will provide safe access to the registration system in the case where Dealers send their software and license keys direct to the customers to install.
Software Installation For step-by-step instructions on the manual online registration process, refer to page 3-38. AltiContact Manager Online Registration The second method for registering AltiContact Manager, Seat licenses and optional software features can be accomplished during installation of the system. To accomplish this, an online connection is needed to the AltiContact Manager system at the time of registration.
Upgrades For all the above cases, the customer must go to a registered 4.6 version to transfer compatible licenses. The AltiGen upgrade process is designed to ensure that the proper compatible seat licenses are provided with upgrade software ordered. Other optional software, such as AltiAgent and AltiSupervisor, must also be upgraded to be compatible with 4.6 (4.6 compatible licenses).
Software Installation New Installation Before New Installation Note: Triton T1 Rev A1/A2 or VoIP Rev A1/A2 boards are not supported in AltiContact Manager. These boards must be replaced with Rev A3 or later boards.
To Begin New Installation 3. Login to Windows NT or Windows 2000 as a domain or local user account that has local administrator privileges. If your machine is a stand-alone server, you need to login as a local administrator account. Note: If you plan to run Exchange Integration, you must have domain administrator rights. 4. Insert the AltiContact Manager CD-ROM into the CD-ROM drive. 5. Select and read the Readme.txt file. 6. After reading the Readme.txt file, click on SETUP.
Software Installation 10. Setup will check AltiGen boards on your system. Note: Setup will terminate if T1 Rev. A1/A2 or VoIP Rev. A1/A2 boards are found. These boards are not supported. 11. Setup will create a user account for AltiWare services. AltiGen recommends that you do not change the default password. If you still wish to change this, you may enter a password (no longer than 14 characters) for this account and click Next. 3. Software Installation 12. Setup is creating the user account. 13.
To Begin New Installation 14. Setup will use the following disk drives as noted for PostOffice, AltiDB and AltiDB Backup or you may select another local drive. Note: It is recommended that the local drive used should have at least 2GB of free space for PostOffice and 500MB each for AltiDB and AltiDB Backup.
Software Installation 15. Setup allows you to select the components you wish to install. By default, all components are checked, and it is recommended that you do not uncheck any items. 3. Software Installation 16. Click Next to have Setup begin copying the program files.
To Begin New Installation 17. Setup will perform the following: • Install Microsoft Data Access Components • Install AltiWare Services • Register AltiWare COM components • Create program folder and icons • Upgrade AltiWare databases 18. Setup Window will prompt for the Country, System Home Area Code and Extension Length. When finished, click OK.
Software Installation 21. (Recommended) After rebooting, run the MVIP test program from Start>AltiWare>AltiWare Tools>MVIP test. 22. Use AltiAdmin to register your licenses. Follow the steps for “Online License Registration Procedures” on page 29. If you do not register and activate your licenses, only eight (8) physical ports will be available for use. AltiContact Manager Administration Manual 3-17 3. Software Installation 20. Setup is complete.
Before Upgrade Upgrading AltiWare OE Note: Triton T1 Rev A1/A2 or VoIP Rev A1/A2 boards are not supported in AltiContact Manager. These boards must be replaced with Rev A3 or later boards. Before Upgrade Before you begin, you’ll need to have the 20-digit software license key located on the back of the End User License Agreement and a System Key. Backup Database AltiContact Manager supports direct upgrade from OE 4.6 only. If your system is running an earlier release, you first upgrade to OE 4.
Software Installation These are the Windows 2000 / NT services distributed with AltiContact Manager: • AltiGen Switching Service COM Server • AltiGen Messaging Service COM Server • AltiGen SMTP Service COM Server • AltiGen POP3 Service COM Server • AltiGen Exchange Integration Service COM Server • AltiGen Backup/Restore Service • AltiGen Keep Up Service • AltiGen Internal Logger Server Shutting Down Switching as a Windows 2000 / NT Service 1.
To Begin Upgrade Caution: Do not connect the system key to any AltiGen board as damage may occur to the board or the system key. 3. Login to Windows NT or Windows 2000 as a domain or local user account that has local administrator privileges. If your machine is a stand-alone server, you need to login as a local administrator account. Note: If you plan to run Exchange Integration, you must have domain administrator rights. 4. Insert the AltiContact Manager CD-ROM into the CD-ROM drive. 5.
Software Installation WARNING! If the system key is not available, Setup will terminate. 10. Setup will check AltiGen boards on your system. Note: Setup will terminate if T1 Rev. A1/A2 or VoIP Rev. A1/A2 boards are found. These boards are not supported. 11. Setup will check existing licenses to see if they are registered or partially registered. Depending on these conditions, Setup will proceed to either Sub-step 1A. — No registered Licenses or Sub-step 1B. — Partially Activated Licenses.
To Begin Upgrade a) Provide the activated license file - if you select this option and click Next, enter the path of the “exctl” file in the License Path page, then click Next to proceed to Step 12. b) Register license now - if you select this option and click Next, you will automatically launch AltiContact Manager’s License Information window. Click Online Register to activate your license(s) and follow the steps for online registration on page 332.
Software Installation a) Provide the activated license file - If you select this option and click Next, enter the path of the “exctl” file in the License Path page, then click Next to proceed to Step 12. b) Look at partially activated licenses and continue - if you select this option and click Next, you can view your existing licenses and their activation status in the Information page, then continue upgrading with activating these licenses by following the steps for online registration on page 3-32.
To Begin Upgrade . c) Activate license now - if you select this option and click Next, you will automatically launch AltiContact Manager’s License Information window. Click Online Register to activate your license(s) and follow the steps for online registration on page 332. 12. Setup will check service status. 13. Setup will create a user account for AltiContact Manager services. AltiGen recommends that you do not change the default password.
Software Installation 3. Software Installation 14. Setup is creating the user account. 15. Setup will use the following disk drives as noted for AltiDB and AltiDB Backup or you may select another local drive. Note: It is recommended that the local drive used should have at least 500MB of free space each for AltiDB and AltiDB Backup.
To Begin Upgrade 16. Setup allows you to select the components you wish to install. By default, all components are checked, and it is recommended that you do not uncheck any items. 17. Setup will begin copying the program files.
Software Installation 18. Setup will perform the following: • Install Microsoft Data Access Components • Install AltiContact Manager Services • Register AltiContact Manager COM components • Create program folder and icons • Upgrade AltiContact Manager databases 19. Setup is almost complete. Setup will suggest running CT bus test before rebooting. 3. Software Installation If the CT bus test option is checked, the test will begin when you click Finish.
To Begin Upgrade You can restart your computer now or later, then click Finish to end Setup. 21. If the CT Bus test fails, it is recommended that you address the CT Bus failure before you reboot the system. You can manually run the CT Bus test program through Start>AltiWare>AltiWare Tools>CT Bus test. 22. Reboot the system to finish the upgrade process.
Software Installation License Activation and Registration Process In AltiContact Manager, a software license allows you to increase the capacity for the following: Physical and IP extensions. A Quantum board can provide 4, 8, or 12 extensions (depending on the type of Quantum board) and the Triton Analog Station board provides 12 extensions. You may increase the number of software-supported extensions up to the maximum available by adding station licenses. Each license you enter adds to the previous total.
To Begin Upgrade 1. From the About AltiContact Manager window in ACM Admin, click on the License Information button. 2. Click the Registration button to open a new License Information window.
Software Installation 3. Click Add License to add the license keys that you wish to add and activate. (License keys are located on the End User License Agreement sent with every License purchase.) 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.
To Begin Upgrade 6. Click the Proceed to Online Registration button. 7. The next web page allows for inputting System and Dealer Installation ID. The System Key field is automatically loaded. (This information is located on the End User License Agreement). In the Dealer Installation ID field, enter the ID number assigned to your Dealer. This information can be obtained by contacting either your local authorized AltiGen Dealer or AltiGen Technical Support. Click Next when finished. 8.
Software Installation 3. Software Installation 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.
To Begin Upgrade Click Add More Keys to add more licenses, or click Next to register these licenses. Note: All keys are case sensitive. 10. The next web page displays the licenses that have been activated and are about to be registered.
Software Installation • Invalid licenses are indicated by a red X mark. Possible reasons for “invalid” licenses include: a) obsolete licenses (such as unsupported OE 4.X licenses) b) not enough digits in license number c) wrong license number d) license number registered to another system key You may attempt up to three retries to validate licenses. If you click Retry on the fourth attempt, the Web Registration will not continue and you must begin the Web Registration process again from Step 5.
To Begin Upgrade 12. The next web page continues the registration by initiating a product registry program. At the Security Warning prompt, click Yes to install and run the program. If you click No or close this box, the Web Registration will not continue and you must begin the Web Registration process again from Step 5.
Software Installation Setup will create or update an “exctl” file in \altiserv\db\. 14. Return to the AltiContact Manager 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. AltiContact Manager Administration Manual 3-37 3. Software Installation 13.
To Begin Upgrade 15. Close the License Info window to finish the license registration. Manual Online License Registration Procedure To manually register any license through online registration, (where the local AltiContact Manager system has no Internet connection), follow these steps: 1. From the About AltiContact Manager window in the local ACM Admin, click on the License Information button. 2. Click the Registration button to open a new License Information window.
Software Installation Click Add License to add the license keys that you wish to add and activate. (License keys are located on the End User License Agreement sent with every License purchase.) 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.
To Begin Upgrade 7. On the AltiGen Software License Registration web page, click the Proceed to Online Registration. 8. The next web page allows for inputting System and Dealer Installation ID. In the System Key field, enter your System Key (located on the End User License Agreement). In the Dealer Installation ID field, enter the ID number assigned to your Dealer. This information can be obtained by contacting either your local authorized AltiGen Dealer or AltiGen Technical Support.
Software Installation 3. Software Installation For the Customer Information and Installer Information sections, fill in all fields (required) and click Next when finished. 10. The next web page allows for entering of new License Keys or for adding any additional licenses.
To Begin Upgrade Click Add More Keys to add more licenses, or click Next to register these licenses. 11. The next web page displays the licenses that have been activated and are about to be registered.
Software Installation • Invalid licenses are indicated by a red X mark. Possible reasons for “invalid” licenses include a) obsolete licenses (such as unsupported OE 4.X licenses) b) not enough digits in license number c) wrong license number d) license number registered to another system key You may attempt up to three retries to validate licenses. If you click Retry on the fourth attempt, the Web Registration will not continue and you must begin the Web Registration process again from Step 5.
To Begin Upgrade 13. The next web page continues the registration by initiating a product registry program. 14. At the end of the Web Registration, save the exctl file to a floppy disk. 15. Return to the AltiContact Manager machine. In the License Information window, click the Load button and to load the exctl file from floppy into the AltiContact Manager system.
Software Installation 16. Click Refresh to update the License Information window. Any newly activated licenses through web registration will appear in the license field. Offline Registration Procedures To register licenses through the Web (without ACM Admin), go to the following web URL: http://registrar.altigen.com/offlineregister/ login.asp. Then follow the online registration process (page 3-39) beginning with Step 6.
Running ACM Administrator ACM Administrator provides the ability to manage the AltiContact Manager system from a remote client system on the LAN. If there is no firewall on the LAN where AltiContact Manager resides, ACM Administrator can be installed and used to manage AltiContact Manager over the Internet from a remote site as well. To install ACM Administrator on a non-AltiServ PC for the first time: 1. Insert the AltiContact Manager CD-ROM into the appropriate drive. 2. Run SETUP.
Software Installation Shutting Down AltiContact Manager when Changing or Adding Hardware When you add or change hardware, follow these procedures to back up and shut down the AltiContact Manager system. The best time to do this is during off hours—the system should be idle. Using the ACM Administrator application System Data Management function, backup the AltiContact Manager data, messages, and custom files using the procedures in the chapter on ‘System Data Management.” 2.
AltiContact Manager Uninstall 4. Label and disconnect the DB-25 to 50 pin Telco cable(s) from the board I/O connectors. 5. Remove the telephony board(s) from the original system. 6. Install the board(s) into the new system. 7. Install the system key to the parallel or USB port. 8. Install the AltiContact Manager software as described, beginning with “Preparing to Install AltiContact Manager” on page 3-2. 9. Restore the AltiContact Manager system database as follows: a.
Software Installation Software Installation Troubleshooting Use this table for troubleshooting error messages encountered during software installation. Error Message Solution Unplug Triton T1 Rev A2 or VoIP Rev A2 boards, then run setup again. 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.
Software Installation Troubleshooting Error Message Solution Unable to add AltiContact Manager path to the system. Manually append c:\AltiContact Manager \exe (if AltiContact Manager is installed on c: drive) to your system environment path (through Control Panel>System >Environment>path) after finishing AltiContact Manager’s installation but before restarting your system Failed to upgrade AltiContact Manager databases. The previous database may be corrupted.
CHAPTER 4 Getting Around ACM Administrator AltiContact Manager Administrator This section describes how to configure and administer the AltiWare system using the AltiContact Manager application software. The AltiContact Manager, or ACM, Administrator allows you to configure sophisticated switching and messaging functions using windows that guide you through the configuration steps for each feature.
AltiContact Manager Administrator The AltiContact Manager Main Window Once you run the Administrator, the first window you see is the AltiContact Manager main window. Figure 1. AltiContact Manager Administrator main window At the top you see the Main Menu bar and below that, the Quick Access Toolbar. At the bottom is a status bar that contains information on the current runtime status. The main window contains separate child windows, or different views of the system.
Getting Around ACM Administrator The Main Menu The Main Menu functions are as follows: • Services Login and logout, change password, utilities (System Data Management and Convert Work/Hunt Group), and shutdown the switching service. • System Management Opens configuration windows to work with the system, huntgroups, trunks, voice mail, VoIP, out call routing, and AltiGen IP Phone configuration.
AltiContact Manager Administrator Logout and login. Click the light blue monitor at the left to login. When you do, the monitor grays out and the logout monitor at the right turns black. The monitors provide a clear indication of login status. While you’re logged in, anyone at the keyboard can modify system settings. System. Opens the General Configuration window to set systemwide options and parameters, the same function as System Management General Configuration…. CallCenter.
Getting Around ACM Administrator The View Windows As noted in “The AltiContact Manager Main Window” on page 4-2, the AltiContact Manager main window hosts a number of child windows, which are called view windows in AltiContact Manager because they provide various views into the internal system setup and active status. Boards View Window The Boards window displays the AltiContact Manager Quantum or Triton boards hardware status. It displays the card location in the ISA or PCI slots and board model numbers.
The View Windows Agent Extension View Window The Agent Extension View window, which displays the status of all assigned extensions. Figure 4. Agent Extension View window The radio button to the left of each extension number is green when the extension is idle, and red when the extension is not ready or in use. The Location number (i.e. 01:04) identifies the card ID and port (channel) number on the board. For example, in location 01:04, the card ID is 1 and the port number is 4.
Getting Around ACM Administrator Trunk View Window The Trunk View window displays the status of all assigned trunks. Trunk View window The radio button to the left of each trunk location is green when the trunk is idle, and red when the extension is not ready or in use. The location format is slot:channel—for example, channel 3 on the board in slot 9 is location 09:03. You can double click any trunk location to open the Trunk Configuration window for the selected trunk.
The View Windows Workgroup View Window The Workgroup View window displays data and statistics for workgroups: Figure 6.
Getting Around ACM Administrator Call Log View Window The Call Log View window displays the line and trunk traffic history. Figure 7. 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. You can click the Clear button to clear the window of all data. IP Trunk Current Traffic Statistics Window the IP Trunk Current Traffic Statistics window displays currently active calls for IP trunks.
Logging In • Location—the Triton VoIP board ID:channel ID • Packets Sent—the number of voice packets sent • Packets Received—the number of voice packets received • Bytes Sent—the total size (in bytes) of all voice packets sent • Bytes Received—the total size (in bytes) of all voice packets received • Packets Lost—the number of voice packets that have been lost due to prolonged delays, network congestion or routing failure • Average Jitter—displays the average length of delay per voice packet i
Getting Around ACM Administrator The logout option in the Services menu allows the system administrator to logout of the system. You should always log out after you have completed the administrative or configuration tasks. This will prevent unauthorized persons from accessing the AltiContact Manager configuration functions. AltiContact Manager telephony functions continue to run in the background on the ACM Administrator.
Stopping the AltiGen Switching Service 4-12 AltiContact Manager Administration Manual
CHAPTER 5 System Configuration The System Configuration functions provide for configuring the AltiContact Manager system-wide settings. Access System Configuration by selecting System Configuration... on the System Management menu, by clicking the System icon, or using the dropdown list next to the icon and going to System Configuration. You can then work with the following settings, each of which is accessed by a tab in the System Configuration window.
Setting General Parameters Setting General Parameters The General tab is the default window you see when you open the System Configuration window. You use this window to set the system area code and number, operator extension, country, distinctive ring, conference call, and system park options. To access the General settings, select System Management... on the Management menu, or click the System icon. If the System Configuration window is already open, click the General tab. Figure 1.
System Configuration Parameter Description Country Select a location for the system. Note: When selecting a country code, other than USA & Canada, there will be a 7 second dialing delay for en-bloc trunks. (Refer to “Reducing Dialing Delay For En-Bloc Trunks For Non-US/Canada Countries” on page 10-9 for more detail.) Manager Extension Type the system manager’s extension number. The system manager has access to system administrator functions.
Setting a System Number Plan Parameter Description System Call Park Timeout Ring Back in Allows the user to park a call, then pick up the call from another extension, forward the call, or take some other action. If the call is forgotten or the forward not picked up, the Ring Back time sets the number of minutes a call remains parked before the user’s extension is rung again. To the caller, the call park sounds like being put on hold.
System Configuration Accessing the Number Plan To access the Numbering plan settings, select System Management... on the Management menu, then click the Number Plan tab. Figure 2. Number Plan window, System Configuration Parameter Description Extension 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. Note: The extension length is not adjustable once the first extension is configured.
Setting a System Number Plan Parameter Description DID Number Length The number of digits needed to match a DID (Direct Inward Dialing) number, with a range of 2 - 16. Each extension can be assigned a DID number. A DID number does not have a fixed length. For example, the DID number length is 4; the extension DID number - 2529299. 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).
System Configuration Trunk Access Usually, 9 is used as the analog or PSTN trunk access code, and AltiContact Manager uses 9 as the default for trunk access. You can keep that configuration and assign other digits such as 7 or 8 to Route Access and IP trunk access, or you can change it. There are no defaults for IP trunk or Route Access. Feature Access By default, the first digit assignment for # is set to Feature Access, which is used as part of feature access codes.
Setting Business Hours Note: When making or editing these or other number plan assignments, refer to the considerations on setting and editing discussed in “Setting a System Number Plan” on page 5-4. Setting Business Hours The Business Hours tab contains group boxes for setting the business hours and days of the week for which the business or organization is in operation.
System Configuration Set the business schedule parameters as follows: Parameter Description Work Day Select the days of the week on which the company does business. For example, if the company does business Monday – Friday, the check boxes for those days should show check marks. 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.
Routing Calls on Holidays To access Holiday routing settings, select System Management... on the Management menu, then click the Holiday tab. Figure 4. Holiday window, System Configuration Set holiday routing as follows: 1. Click Add to create a new holiday. In the popup that displays, select a date from the dropdown and enter a description to identify the holiday. 2. Set call routing for “normal” holiday hours using the field group in the upper half of the Holiday window.
System Configuration Configuring System Speed Dialing You can set up to 60 system speed dial numbers. The numbers available are from 00 – 59, used following the system speed dial access code, #88. Speed dial settings for individual extensions are set in Extension Configuration. (See “Setting up Station Speed Dialing” on page 13-17.) To access the Speed Dialing settings, select System Management... on the Management menu, then click the System Speed tab. 5. System Configuration Figure 5.
Defining System Call Restrictions Editing Speed Dial Entries To add or edit an entry, double-click the Station ID number you want to work with, or select the number and click Edit. A dialog box appears: Type in the full number as you would dial it, with a maximum of 20 digits per entry. For example, the phone number 914085551212 comprises of 9 (trunk access code), 1 (long distance prefix), followed by 408 (area code), and finally the seven digit telephone number.
System Configuration Note: The dialing restrictions set here are one of three ways of blocking calls. See “About Restricting Outgoing Calls” on page 10-1 for a discussion of the uses of the different functions. To access call restriction setup, select System Management... on the Management menu, then click the Call Restriction tab. 5. System Configuration Figure 6.
Defining System Call Restrictions Locking Attacked Extensions If a user enters eight consecutive invalid passwords when logging on, AltiContact Manager 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 (1-24 hours) in the Password Check field group. To unlock an extension, use the Extension Checker tool that is installed with AltiContact Manager. See “Extension Checker” on page 24-4.
System Configuration Restricting Tie Trunk Calls You can set call restrictions on tie trunk calls by telling the system to use the same restrictions as the ones set up for an extension. Using the Call restriction follows extension drop-down list, you can select the extension with the restrictions to use for the tie trunk calls. 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.
Setting up Call Reports • The Account Code may contain 1-10 digits. • You can assign the same Account Code to different Account Names. To delete an account and its code, select it and click Delete. You can select multiple items for deletion by using Ctrl-click or Shift-click. Click Apply to save your changes and OK to save and close the window. You can now set options for each extension that determine whether account codes can be forced or bypassed.
System Configuration To set up Call Reports, select System Management... on the Management menu, then click the Call Reports tab. Figure 9. Call Reports window, System Configuration To enable CDR collection to the local drive, select Internal CDR log MDB and click the Config button. A dialog box appears. Figure 10. Enable local call data logging AltiContact Manager Administration Manual 5-17 5.
Setting up Call Reports To enable RTM data collection to the local drive, select Internal RTM data - MDB and click the Config button. A dialog box appears. Figure 11. Enable local RTM data logging : Parameter Description Enable Check to enable internal (local) logging of call data. Retain Records Select the number of days to retain records. This can be any number of days from 1–365. Save data every (RTM Statistics only) Specifies how often to save workgroup call data from the real-time monitor.
System Configuration Example: • Retain Records is set to 60 days • Save db is selected • Renew Backup is set to every month With these settings, on day 61 a backup file is started in the DBBackup folder. Each day’s call or RTM data is added to this file for one month. At the end of a month, a new file is started in DBBackup, which is likewise appended with each day’s call or RTM data every day at midnight.
Setting up Call Reports Note: Before you enable external logging using this window, you need to set up and configure the database. It should be ready to receive the reports before you enable the export here. To enable CDR collection to the local drive, select External CDR log, and click the Config button. A dialog box appears. Figure 12. Enable external call data logging : Parameter Description Enable Check to enable external (remote) logging of call data. Server Address Enter server’s IP address.
System Configuration To enable RTM data collection to the local drive, select External RTM log, and click the Config button. A dialog box appears. Figure 13. Enable external RTM data logging : Description Enable Check to enable external (remote) logging of call data. Server Address Enter server’s IP address. Altigen External Server Select to use AltiGen’s implementation of the Microsoft SQL database. Third Party External Server Select to export the data to a third party application. 5.
Using a Tenant Table Using a Tenant Table If several small businesses or groups want to share an AltiContact Manager system, specific trunks can be assigned so that each company or group has its own set of extensions for outbound calling. Each business or group can be set up as a tenant in AltiContact Manager, where you use the Tenants window to define the tenants, their call restrictions and call tracking.
System Configuration Configuring the Tenant Table Configuring the tenant table involves first adding entries to the tenant list, then using Agent Extension Configuration and Trunk Configuration to assign extensions and trunks, respectively, to tenant IDs. To create tenant entries: 1. In the Tenant window, click the Add button to open a small Tenant Configuration dialog box. 2. In the dialog box, type in the Tenant Name and click OK. Then click the Apply button in the Tenant window.
Using a Tenant Table 3. Repeat the previous step for each trunk you want to assign. When you’re done, click OK to close the Trunk Configuration window. Important: When creating Tenant entries for IP extensions, the IP trunk must have the same Tenant Name assigned as the IP extension. Modifying the Tenant Table To delete a tenant from the tenant window: Highlight the ID number and click Delete.
System Configuration Country Relevant The Country Relevant tab contains group boxes for setting toll call prefixes, emergency numbers and the TDM bus mode. The Country field displays the country selected in the General Page of System Configuration. : Country Relevance window, System Configuration Setting Toll Call Prefixes AltiContact Manager uses the Toll Call Prefixes to determine the type of outside call and imposes restrictions when necessary.
CT-Bus Clock Configuration • Domestic. The dialing plan for your country or region. For example, type in a 1 for 1-plus dialing within the U.S. dialing plan (also known as the North American Numbering Plan). • International. The prefix used for international calls. For example, this is 011 for international calls made in the USA. • Other. Flexible and variable uses, such as a string of digits to be considered non-local.
System Configuration Figure 16. • CT-BUS Clock Configuration window, System Configuration Set CT-BUS Clock - select Auto or Manual to identify the appropriate board that will serve as the CT-Bus Clock master. The Audio Peripheral configuration window is used to set up: • Music-On-Hold • System Default Beginning and Update Prompts for Callers in Queue • Overhead Paging AltiContact Manager Administration Manual 5-27 5.
Audio Peripheral Configuration To access Audio Peripheral configuration, select System Configuration... on the Management menu, then click the Audio Peripheral tab. Figure 17. Audio Peripheral Configuration window, System Administration Configuring Music On Hold and Recorded Announcements Callers will hear the music or recorded announcement configured in Audio Peripheral configuration only if the user places the caller on hold by pressing FLASH or LINK.
System Configuration 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. Notes: • A 30-port IP Board is required • There can only be ONE system default Music On Waiting file, which must be in 32K AltiGen ADPCM format. • The default music on hold file can be replaced with AltiGen’s ADPCM format. To convert a .
Audio Peripheral Configuration Setting Greeting and Update Prompts To play a prompt before placing the caller into a hold queue: 1. Select the Play Prompt Before… checkbox. 2. Use the drop-down list to select the prompt number you want to use for the greeting message. (Creating prompts is discussed in previous sections.) To play an update prompt every thirty seconds: 1. Select the Play Update Prompt … checkbox. 2.
CHAPTER 6 Board Configuration Board attributes and functions are accessible in the Boards window in the AltiContact Manager desktop. Figure 1. Board window Important: To implement some board configuration changes, you must shutdown and restart AltiGen Switching Services by first choosing Shutdown Switching on the Services menu, which also closes AltiContact Manager, and then restarting AltiContact Manager. AltiContact Manager Administration Manual 6-1 6.
Using the Triton Resource Board Using the Triton Resource Board The Triton Resource Board is a PCI bus telephony board that provides the ability for one extension to monitor other extensions (as set up in the Extension Configuration Monitor List, discussed in “Setting Up Monitor Lists” on page 13-35), and the barge-in ability. The Resource Board requires no complex configuration; you install it and run it.
Board Configuration Use the Board Configuration window for the Quantum board to view the following attributes: Parameter Description Board Info Board Logical ID: assigned by AltiContact Manager. Board Name: the type of board installed in the system and board ID. Note: For Quantum boards in a Windows 2000 system: • the physical board ID 0 is not supported • the valid physical board IDs are 1–15 Channel Mapping List Logical Channel, Physical Span, and Physical Channel for the entire board.
Configuring the Triton Analog Station Board Parameter Description Board Configuration Opens a diagnostic dialog box. Figure 3. Quantum Board Debug You can send a debug string to the board, or you can do a DSP Dump, Memory Dump, or FMIC Dump. Reset Board Resets the board, after you confirm by accepting a warning that resetting a board will disconnect all calls in progress on that board. Important: Be sure to inform all users before resetting a board.
Board Configuration Figure 4. Board Configuration window (Triton Analog) Use the Board Configuration window to view the following attributes: Parameter Description Board Info Board Logical ID: assigned by AltiContact Manager. Board Name: the type of board installed in the system and board ID. Note: This is informational only and cannot be edited. Channel Mapping List Shows the board Logical Channel, Physical Span, and Physical Channel. Note: This is informational only and cannot be edited.
Configuring the Triton Analog Trunk LS/GS and LS Boards Parameter Description Board Configuration Displays the board’s serial number. Reset Board Resets the board, after you confirm by accepting a warning that resetting a board will disconnect all calls in progress on that board. Important: Be sure to inform all users before resetting a board.
Board Configuration The Board Configuration window contains the following attributes: Parameter Description Board Info Group Board Logical ID: assigned by AltiContact Manager. Board Name: the type of board installed in the system and board ID. Note: This is informational only and cannot be edited. Channel Mapping List Group Shows the board Logical Channel, Physical Span, and Physical Channel. To reinitialize channels, select the channel to reset and click the Reset Channel button, then click OK.
Configuring the Triton VoIP Board Voice over IP for AltiWare OE VoIP for AltiContact Manager runs on an H.323 platform that allows voice calls to be made through an IP network. It includes an integrated VoIP gateway to convert voice calls into IP packets and transmit them through the IP network. It also has the capability of networking multiple AltiContact Managers into a virtual PBX network. This enables calls to be made through the IP network, which allows for significant savings in toll charges.
Board Configuration PCI Plug and Play Triton VoIP boards fit into standard PCI slots. Once installed, it is recognized by AltiContact Manager and appears on the Boards window of ACM Administrator. Device Driver A kernel mode device driver is implemented for the Triton VoIP board. The device driver provides access to resources on the Triton VoIP board to applications. Port Specifications See Chapter 2, System Requirements, for limitations on configuring Triton VoIP boards and ports.
Configuring the Triton VoIP Board The Board Configuration button invokes the Triton VoIP Trunk Properties window, which displays the board serial number and displays line settings. Refer to “Triton VoIP Trunk Configuration” on page 7-13 for more detail. Troubleshooting—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.
Board Configuration protocol for real-time applications used to transport packetized voice packets over the IP network. 5. Check the AltiContact Manager IP Dialing Table for Dialed Digits Length. Refer to “Defining the IP Dialing Table” on page 9-2. 6. Check if Called Extension is a Workgroup or has Multiple Call Waiting Enabled. When the called party is a workgroup pilot number or has Multiple Call Waiting enabled, the caller is placed on hold and hears ringback or music.
Configuring the Triton T1/PRI Board For information on how to install Triton T1/PRI boards, refer to the Quick Installation Guide provided with every board package. Important: Configuration for Triton T1/E1/PRI boards can only be done at the local system. These boards cannot be configured by a remote ACM Admin. Service Parameters for T1 To subscribe to T1 service, certain parameters are required to establish service.
Board Configuration Line Coding: • Alternate Mark Inversion (AMI) • B8ZS (recommended) 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.
Configuring the Triton T1/PRI Board Service Parameters 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. PRI Service Request Information When ordering PRI service, provide the following service request information: Equipment Information Product Manufacturer - AltiGen Communications, Inc.
Board Configuration Note: AltiContact Manager can configure any channel in a PRI span to be the D channel. The default setting is the last channel. Every span should select a D channel within the span. Shared D channel (NFAS) or back up D channel is not supported. Hunting: Most Idle, Least Idle, Ascend, Descend DNIS Digits: can be 3 to 10 digits CSU/DSU Requirements The CSU (channel service unit) is a device used to connect a digital trunk line coming in from the phone company to the PBX.
Configuring the Triton T1/PRI Board • Clicking on a trunk in the Channel Mapping List invokes the T1 Trunk Properties dialog box (refer to “Triton T1/PRI Trunk Properties” on page 7-15). • The Board Configuration button invokes a configuration dialog box. Figure 8. Triton T1 Configuration dialog box This dialog box displays the board serial number and allows you to reconfigure the Clock Frequency, Digit Duration, and the Firmware File Name.
Board Configuration Triton T1 Configuration - Triton T1/PRI Dialog Box Double clicking the span line for a Triton T1 board in the Span Info window invokes a T1/PRI Configuration dialog box. Figure 9. Triton T1/PRI Configuration dialog box Reading the Status Messages If the span 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. 6.
Configuring the Triton T1/PRI Board Table 1: Span Status Error Messages Error Message Meaning Hardware Failure - NO CLOCKS No clock signal is detected on T1 interface drop. Reset Board. If this does not work, board must be replaced. HDLC Failure - NO HDLC FRAMES HDLC = High level Data Link Control. No HDLC framing is detected on the selected D Channel. This is a PRI-specific issue. Check with CO on D Channel usage for possible mismatch between your selection of D channel and CO’s selection.
Board Configuration Table 1: Span Status Error Messages Error Message Meaning Action Setup Failure - RED ALARM (LCV) LCV = Line Code Violation Check the MVIP bus master setting. OR Have CO perform a line test to check for a faulty cable or line. Setup Failure - RED ALARM (OOF) OOF = Out of Frame. Excessive frame errors. Check the MVIP bus master setting. OR Have CO perform a line test to check for a faulty cable or line.
Configuring the Triton T1/PRI Board • 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. Note: For ideally synchronized systems, Transmit and Receive Frame Slips counters should be ‘0.’ Continuous update of the frame slips counters means that transmit and receive frequencies are not equal. In this case, you should check the system and MVIP clock setup.
Board Configuration T1 Clocking Depending on the configuration of the T1 boards and span for your AltiContact Manager system(s), the System Clock Master setup should be set according to the follow conditions: • If all of the T1 boards are connected to an FXO (Foreign Exchange Office) or CO, the System Clock Master check box must NOT be checked for any of the T1 boards.
Configuring the Triton T1/PRI Board Setting up T1 or PRI Channels on the Triton T1/PRI Board Use the T1/PRI Configuration button (see Figure 9) to invoke the T1/PRI Configuration window. The Triton T1/PRI Board can be configured to either T1 or ISDN PRI through the configuration options within the window. Note: In a tie-trunk configuration, set the trunks to “Out of Service” before changing the trunk type from T1 to PRI or vice versa.
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 11.
Configuring the Triton T1/PRI Board Selecting Span Types • T1CAS - select this option to associate all channels on the span to T1channel associated signaling. • 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 - this option is not available. • Enable Tie Trunk - check this box to enable a tie trunk. Note that tie trunks must terminate to a system also configured as a tie trunk.
Board Configuration • 101CCCC Numbers - CIC (Carrier Identification Codes) dialing. • 011 International Numbers - for placing calls outside the U.S. • 1+10-digit Numbers - for local and long distance calls that require dialing 1 before the number. • 10-digit Numbers - for local and long distance calls that do not require 1 before dialing. • 7-digit Numbers - for calls placed within the local area that do not require an area code or a 1 prefix.
Configuring the Triton T1/PRI Board Note: If your CO requires specific NSF features to be present in the call setup packet, please contact AltiGen’s Technical Support department with such information from the CO and they will help you configure it. Setting a TEI The TEI (Terminal Endpoint Identifier) defines which terminal device is communicating with the CO switch for a given message. PRI messages involve point-to-point configuration in which each side already knows the source of any message received.
Board Configuration Pin 2=Receive Tip (INPUT) Pin 4=Transmit Ring (OUTPUT) Pin 5=Transmit Tip (OUTPUT) Troubleshooting—Common Symptoms The most common problems when installing T1 or PRI services: 1. The service provider misconfigures your T1/PRI service or terminates your service improperly. 2. T1 is installed but not turned on because there is no termination device for a period of time. 3. T1 is turned on but channel is not in service.
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CHAPTER 7 Trunk attributes and parameters are set using the Trunk Configuration window. The attributes and options available depend on the type of board and trunk. Trunks that are out of service are automatically tested by the system every 15 seconds. Once the situation is corrected, the trunk will be brought back to service automatically. If none of the trunks are available when an outside call is placed, the caller will hear the system prompt: “All outside lines are busy, please try again later.
Figure 2. General window, Trunk Configuration 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, slot:channel—for example, channel 15 on the board in slot 1 is location 01:15.
Trunk Configuration Setting General Trunk Attributes Attribute Description Access Code Access code to the selected trunk. If you need to use access codes other than 9, you must first set this up on the Number Plan window of System Configuration (“Setting a System Number Plan” on page 5-4). This option is not available for a DID trunk. Note: It is recommended that you set this value to “None” for trunks on 30-port VoIP boards.
Setting General Trunk Attributes Attribute Description Direction The trunk direction can be Outgoing only, Incoming only, Both Outgoing and Incoming, or for Paging. Outgoing and Both are not available on an analog Quantum DID trunk, which is an Incoming trunk. The Both option is the system default. Note: When incoming calls are received on an Outgoing only trunk, they are immediately disconnected. Paging is only available for analog (CO) trunks and is used for paging or broadcasting purposes.
Trunk Configuration Description Description Descriptive information such as the company name for the assigned Phone Number, or appropriate agency if this trunk provides 911 access. Trunk Dialing Scheme Overlap or En-bloc dialing. • Overlap allows the terminal to omit part of the digits required to complete a call, while the remaining digits are buffered. Use Overlap Dialing for analog trunks and for T1 (robbed bit) for best results.
Setting General Trunk Attributes Attribute Description Tenant Selection The Tenant group assignment for the trunk, configured from the Tenant Table window in System Configuration, discussed in “Using a Tenant Table” on page 5-22. If no tenant is selected, any extension can use this trunk to make an out call.
Trunk Configuration Quantum Trunk General Configuration Description Interface Type Select from: 7. Trunk Configuration Parameter • Loop Start • Ground Start • DID (Wink Start)—available only if the selected trunk is a DID trunk 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.
Setting General Trunk Attributes Parameter Description Trunk Seizure Confirmation Select from: • Enable Dial Tone Detection (Outgoing)— detection of outgoing dial tone. • Enable Polarity Detection (Incoming)—detection of incoming polarity. Polarity detection is used when the CO or the connected PBX provides polarity reversal on the tip and ring. Disconnect Supervision Select from: • Tone—busy tone (reorder tone, fast busy tone, error tone, etc.) or dial tone (continuous tone, etc.).
Trunk Configuration Triton Analog Trunk Properties Figure 4. Triton Analog Trunk Properties window Note that you can use Apply to… on this dialog box to apply changes to other trunks of the same type. 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.
Setting General Trunk Attributes Parameter Description Message Waiting Signal Type Type of Message Waiting indicator for the phone set: • None • FSK/SDMF—Frequency Shift Keying with and Single Data Message Format. • FSK/MDMF—Frequency Shift Keying with Multiple Data Message Format. Flash Duration (ms) Specifies the Flash Duration time in milliseconds, with the following set ranges: 85-750, 50-600, 100700, 150-800, 200-900, 300-1000.
Trunk Configuration Triton Analog Trunk GS/LS Properties Figure 5. Triton Analog Trunk GS/LS Properties window Note that you can use Apply to… on this dialog box to apply changes to other trunks of the same type. Parameter Description Interface Type For the LS/GS model, can be one of the following: • Loop Start Trunk • Ground Start Trunk AltiContact Manager Administration Manual 7-11 7.
Setting General Trunk Attributes Parameter Description 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. The setting options are: • 600 OHMs (domestic setting) • 900 OHMs (international setting, depending on the country) • Complex (for handling multi-component AC circuits used by the CO) Incoming Ring Type Can be single or double.
Trunk Configuration Description Receiver/ Transmission Gain Slide setting adjusts the incoming volume from 6 dB to 6 dB for every Triton Analog 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.
Setting General Trunk Attributes The primary configuration for the Triton VoIP is the H.323 Configuration, with the following settings: Parameter Description G.711 Enable Provides toll quality digital voice encoding and is not configurable—that is, you cannot deselect it. It guarantees interoperability when other voice compression (e.g. G.723.1) is not available or when better voice quality is desired. G.723.
Trunk Configuration Description G723 Jitter Buffer Range (ms) Indicates the delay, in milliseconds, used to buffer G.723 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. The initial value for the jitter buffer is 10 min. to 20 max milliseconds.
Setting General Trunk Attributes Figure 7. Triton T1 Configuration dialog box The following are the parameters for the Triton T1 Configuration dialog box: Parameter Description T1 robbed-bit signaling Protocol You can set Protocol to one of the following: • E&M Wink Start (default) • E&M Immediate Start • Ground Start • Loop Start For signaling from one board to another, only FXS (Foreign Exchange Subscriber) is supported.
Trunk Configuration Parameter Description 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. ‘None’ means no Caller ID or DID information will be collected. All other options will be grayed out.
Setting General Trunk Attributes Parameter Description Or Sets up an additional, alternative sequence. You can select another set of up to five incoming symbols to collect. Not checking any box is equivalent to checking ‘None’ in the first field. The default sequence is: “DID/DNIS” Apply to… Note: If appropriate, you can use this button, as described in “Configuring One or Multiple Trunks” on page 7-2, to apply the Caller ID Collection to multiple T1 trunks.
Trunk Configuration • The system waits 3 seconds for the first digit to arrive. If the symbol is a #, it continues with the first sequence. Otherwise, it looks for a match to the first (and only) symbol in the second sequence, the DID/DNIS number. • For the example, let’s say the system receives the #. It then waits 1 second between each digit for the next digit until all digits are received. The * symbol is a delimiter between Caller ID and DID digits.
Incoming Call Routing Incoming Call Routing To set incoming call routing for a trunk, select the trunk in the General window, then click the In Call Routing tab in the Trunk Configuration window to display the In Call Routing window. The trunk location appears in the title bar. Figure 9.
Trunk Configuration Outgoing Call Blocking Figure 10. Out Call Blocking window, Trunk Configuration If you select Trunk allowed for Outside Calls at Any Time, call restrictions set in System Configuration, Outcall Routing, and Extension Configuration still apply to calls made on the trunk. If you select Outside Calls Allowed According to The Following Schedules, you can then use the Schedule 1, 2, and 3 options to set up to three different time periods during which calls are allowed.
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CHAPTER 8 Voice Mail Configuration To access the Voice Mail Configuration window: • Select the System Management menu, then select Voice Mail Configuration…, or, • Use the drop-down list next to the System icon, and select Voice Mail Configuration. Managing Messages The Messaging tab is the default view for the Voice Mail Configuration window.
Managing Messages : Figure 1. Messaging window, Voice Mail Configuration Setting Message Notification Retries When a message is sent to a user’s email in-box or voice mailbox and outcall notification is configured, notification is sent to the user. You can set the retry setting for the notification as follows: Parameter Description Maximum Retry Count Can be between 0 and 16. This is the number of times the system will try to deliver a voice message notification after the original attempt.
Voice Mail Configuration Setting Message Management Options Set message confirmation and warning parameters: 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. Warn Expiration of Saved Messages If checked, the system warns the user that saved messages will be deleted due to their retention time expiring.
Managing Messages Setting E-mail Messaging Options To use the AltiContact Manager email services, configure the following settings. Parameter Description Enable SMTP/POP3 E-Mail Service Selected, this enables incoming and outgoing mail services on AltiContact Manager—Simple Mail Transfer Protocol (SMTP) and Post Office Protocol (POP). Postmaster Ext This field defines the extension that will be assigned as a Postmaster Extension.
Voice Mail Configuration Synchronizing E-mail with Exchange Description Synchronize with Exchange Server Before selecting this option to use an Exchange Server, you should make sure the Exchange Server and Windows / NT configuration is established. See the AltiGen document, Exchange Server Integration in AltiWare OE.
Creating Distribution Lists Figure 2. Voice Mail Distribution List window, Voice Mail Configuration Defining a Distribution List 1. In the Distribution List window, select an ID (0 – 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.
CHAPTER 9 VoIP Configuration An IP Dialing table and VoIP Codec attributes are set using the VoIP Configuration configuration window. To access the VoIP Configuration window: Select the System Management menu, then select VoIP Configuration…, or, • Use the drop-down list next to the System icon, and select VoIP Configuration. 9.
Defining an IP Dialing Table The Location ID Digit Length can be set to None, 1, 2, or 3—a seemingly simple choice. However simple it seems, though, it needs to be given some thought before it is set. Location IDs are used system wide, and a coordinated configuration is recommended. It is highly recommended to use the same length for the location ID for all networked AltiContact Manager systems. It may also be advantageous to use the same location IDs at all locations.
VoIP Configuration 9. VoIP Configuration Figure 1. IP Dialing Table window, VoIP Configuration Setting the Location ID Digit Length Set the length in the Location ID Digit Length drop-down list, noting the discussion about the length in the previous section.
Defining an IP Dialing Table Define the attributes for the entry: Parameter Description Location ID A unique dialing number to connect to the remote location. The length of the number is of course the Location ID Digit Length described in “About the Location ID Digit Length” on page 9-1. Location Name A descriptive name of up to 15 characters to identify the location. This name may be used by Caller ID.
VoIP Configuration Setting VoIP Codecs The default codec for static IP extensions is G.711, which gives a bandwidth of approximately 64 kbps. This is appropriate for lease lines or high-speed connections. The default codec for dynamic IP extensions is G.723, which gives a bandwidth of approximately 6.4 kbps. This is appropriate for internet connections. • G.711/G.723 compression and bandwidth requirements: — G711 10ms packet frame = 100.8 kbps — G711 20ms packet frame = 82.
Setting VoIP Codecs Figure 2. VoIP Codec Configuration window, VoIP Configuration Parameter Description Static IP Extensions Lists IP extensions with static IP addressing you have created in the Extension Configuration window Servers Lists other Contact Manager servers you have entered in the IP Dialing Table window, which have AltiContact Manager-to-AltiContact Manager connections to your server G711 IP Ranges Lists the G.
VoIP Configuration To set the codec for a connection to another AltiContact Manager server: 1. Select the server in the Servers list. 2. In the drop-down below the list, select the codec to use for a connection to this server. Note: AltiContact Manager-to-AltiContact Manager IP connections between systems must use the same codec. To set ranges and values for dynamic IP addressing: 1. Figure 3. Add IP Codec Setting 2.
Network Configuration Guidelines for VoIP To set ranges and values for dynamic IP addressing when only using a 30-Port IP Board: 1. In the G711 IP Ranges list, click the Add button. The Add IP Codec Setting dialog appears. Figure 4. Add IP Codec Setting 2. In the Add IP Codec Setting dialog, specify Range to set a range of dynamic IP address. 3. Enter the Start value as 0.0.0.1; for the End value, enter 255.255.255.254. You cannot use the minimum and maximum values (0.0.0.0. and 255.255.255.255).
VoIP Configuration WAN Bandwidth • G.711/G.723 compression and bandwidth requirements: (for example, a Multilink Point-to-Point Protocol (MLPPP) or Frame Relay Forum (FRF), with no Voice Activity Detection (VAD) running) — G711 10ms packet frame = 100.8 kbps — G711 20ms packet frame = 82.4 kbps — G711 30ms packet frame = 76.3 kbps If you are running G.723.1 compression, you should reserve 17 kbps WAN link bandwidth for each channel. • When a small data application (e.g.
Network Configuration Guidelines for VoIP • Configure the router so that the IP/UDP packets being sent to and from an IP station have higher priority than the packets generated by other stations on the same network. Please consult your router manufacturer for more information on setting up this configuration.
VoIP Configuration • Contact your router/firewall vendor to obtain a software update for your networking equipment, or obtain routable address space from your Internet provider. If you are unsure whether or not you are using NAT, contact your router/firewall vendor or Internet provider. Network Configuration Guidelines for the Alti-IP 600 • DHCP is recommended to reduce the risks for duplicating IP addresses. AltiContact Manager provides seamless support for AltiGen IP Phones using dynamic IP addresses.
Configuration Guidelines for NAT The following section discusses the use of NAT (Network Address Translation) with AltiContact Manager’s IP functionality. Configurations and limitations for using NAT are addressed, and network diagrams explain the topology of these configurations. The first 3 examples involve AltiContact Manager configurations for remote IP phones with a public IP address, with a private IP address behind NAT, and with both private and public IP addresses, respectively.
VoIP Configuration IP Phone Configuration When configuring the IP phone, you should specify the server’s IP address, referred to as AWIP “AltiWare’s IP address.” To configure AWIP for AltiGen IP phone, please refer to “AltiGen IP Phone Quick Reference” and edit the AW Server setting at the SYSTEM menu. For NetMeeting integrated with AltiView, the AWIP is the AltiView’s login server IP address. H.
Configuration Guidelines for NAT Remote IP Phone Connecting Through DSL or Cable Modem Figure 5. Home Network with DSL/Cable Modem Figure 1 shows a typical home network layout with DSL/cable modem with an IP phone and PCs. A router that supports H.323 over NAT is required between the DSL/Cable Modem and IP phone and PCs, if the DSL/Cable Modem does not support H.323 over NAT. If this router provides multiple 10/100 BaseT ports for devices behind NAT, the IP phone and PCs plug into these ports.
VoIP Configuration Public Network Configuration (AltiWare with Public IP Address) 9. VoIP Configuration Figure 6. AltiWare with Public IP Address Figure 2 shows a network layout in which AltiWare is installed and running on a host with public IP address 169.254.101.2. The local IP phones, IP Phone 1 and IP Phone 2, use public IP addresses 169.254.101.100 and 169.254.101.101, respectively. There are two remote IP phones. IP Phone 3 with private IP address 192.168.2.
Configuration Guidelines for NAT changed dynamically, then assign dynamic IP address configuration for that extension. • IP Phone 1 and IP Phone 2 When configuring the local IP phones, IP Phone 1 and IP Phone 2, you should set up the AWIP to AltiWare's IP address, which is 169.254.101.2. • Router 1 Router 1 is a normal router and the firewall is optional. It is recommended that the user install a firewall for security reasons. However, you should configure the firewall to allow the H.
VoIP Configuration Private Network Configuration (AltiWare with private IP address and behind NAT) 9. VoIP Configuration Figure 7. AltiWare behind NAT Figure 3 shows a private network - 192.168.1.0, where the AltiWare is installed and running on a host with a private IP address 192.168.1.2. Router 1 is a H.323 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.
Configuration Guidelines for NAT changed dynamically, then assign dynamic IP address configuration for that extension. • IP Phone 1 and IP Phone 2 When configuring local IP Phone 1 and IP Phone 2, you should set up the AWIP to AltiWare's IP address 192.168.1.2. • Router 1 Router 1 is also a H.323 NAT. You need to set up the H.323FWIP for this H.323 NAT to the private IP address of AltiWare 192.168.1.2. For information on how to set up the H.323 traffic forwarding for H.
VoIP Configuration Private and Public Network Configuration (AltiWare with Both Private and Public IP Addresses) 9. VoIP Configuration Figure 8. AltiWare on Multi-Homed Host In the case of insufficient public IP addresses for local IP phones, IP phones can be located in a private network. With private IP addresses assigned, when assigning two IP addresses (one public and one private) to AltiWare, H.323 NAT is not required in the local network.
Configuration Guidelines for NAT • AltiWare The public IP address of Router 2 should be configured as the IP address of this IP extension in AltiWare for IP Phone 3. If it is changed dynamically, then assign dynamic IP address configuration for that extension. Important: If there are two network cards on this multi-homed host, when configuring the network cards, you should only set the default gateway for the public interface network card.
VoIP Configuration • IP Phone 4 When configuring remote IP Phone 4, you should set up the AWIP to AltiWare's public IP address, which is 169.254.101.2. For an H.323 IP Call from Another AltiWare on 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 (Connecting to AltiWare with VPN) 9. VoIP Configuration Figure 9.
Configuration Guidelines for NAT In the corporate network, AltiWare and AltiGatekeeper are installed and running on a host with private IP address 192.168.1.2. This gatekeeper redirects requests from local IP phones and from remote IP phones through VPN. Both Router 1 and Router 2 are VPN-capable and compatible with each other. (It is recommended that the routers come from same vendor.) A VPN tunnel exists between these two routers.
VoIP Configuration An easy example for a VPN resolution is with the Linksys EtherFast VPN router1. Router 1 and Route 2 are routers supporting VPN. When configuring these VPN routers, the following information is needed. (Also, please refer to the Router's User Guide for more detailed information.) Router 1's Setting Subnet IP: 192.168.1.0 (Corporate Network) Subnet Mask: 255.255.255.
Firewall Considerations Firewall Considerations If you are using a firewall in the AltiWare environment, the following are the network ports used: Client Server TCP ACM Admina AltiWare DCOM 135 AltiConsole AltiLink + 10025 AltiControl AltiLink+ 10025 AltiReach AltiLink 10015 AltiView/AltiAgent AltiLink+ 10025 VM Service 10028 AltiLink+ 10025 Internal/External CDR Logger 10027 AltiLink+ 10025 Internal/External CDR Logger 10027 TAPI Client TAPI Gateway 10026 AltiGen IP Phone A
VoIP Configuration a. It is recommended that this be run only in an intranet. b. N=49152+ (62*number of boards)–1 Setting up H.323 Traffic Forwarding for H.323 NAT When you configure the H.323 NAT router, it can forward the IP traffic to a specified private IP address based on the destination port in the TCP/IP or UDP packets. When an H.323 endpoint is behind the H.323 NAT, you should set up the forwarding to a private IP address of this H323 endpoint.
Setting Up an AltiContact Manager-to-AltiContact Manager IP Network Setting Up an AltiContact Manager-toAltiContact Manager IP Network Two or more AltiContact Manager systems can be networked together to provide extension-to-extension connections via IP trunk calls. Users may dial a remote AltiContact Manager’s auto attendant or direct dial to an extension, without having to dial out through the PSTN.
VoIP Configuration 4. Configure the dialing plan for connection to remote AltiContact Manager systems on the IP Dialing Table tab window of System Configuration. Set the Number of Dialed Digits to “None.” Refer to “Defining the IP Dialing Table” on page 9-2. 5. Set the VoIP codecs so that servers use the same codec. See “Setting VoIP Codecs” on page 9-5. 6. Repeat steps 1 through 5 for all local and remote AltiContact Manager systems that are to be networked via tie-trunk line connection.
Setting Up an AltiContact Manager-to-AltiContact Manager IP Network 9-28 AltiContact Manager Administration Manual
CHAPTER 10 Out Call Routing Configuration Out Call Routing Configuration allows you to define default routes for outgoing calls as well as special routing for specific prefixes. A route definition consists essentially of a name and a group of trunks, listed in the order accessed for outgoing calls. You can assign different routing configurations—lists of route definitions—to local, national, international, and 911 outgoing calls.
Working with Route Definitions Accessing Out Call Routing Configuration To access Out Call Routing Configuration, select Out Call Routing Configuration... on the System Management Menu. Working with Route Definitions The Route Definition tab is the default view on the Out Call Routing Configuration window. Figure 1.
Out Call Routing Configuration Adding Route Definitions To add a route definition: 1. Click Add under the route definition list. The Add an entry dialog box appears: Figure 2. 2. The Add an entry dialog box Type in a name and index number: • The Route Name can be descriptive. After adding the route, you then define it as described in the discussion that follows. Editing a Route Definition To define a route definition: 1. Select and highlight the route in the definition list. 2.
Setting Default Routes — Delete from Head removes prefix digits from the number before it is sent to the trunk. Select the number of digits to remove in the Number of Digits to Delete box. • Member and Non Member Trunks Use this to define the trunks and trunk order for the route. Member Trunks—displays the trunks assigned to the selected route. The order in which member trunks are added determines the order in which the trunks are accessed. (i.e.
Out Call Routing Configuration Click the Default Routes tab in the Out Call Routing Configuration window to display the Default Routes window. 10. Out Call Routing Configuration Figure 3. Default Routes window, Out Call Routing Configuration For each of the four types of calls, you can use the drop-down lists to select up to six route definitions. The order you set, from 1 to 6, is the order used by the system when placing the call. Note: The SIP Redirect Server fields are reserved for future use.
Setting Dialing Pattern Routing to let all extension users know that they need to dial 9+911 to call 911. It might be a good idea to have them sign a 911 dialing disclaimer stating that they understand and accept the 9+911 configuration. Setting Dialing Pattern Routing You can use the Dialing Pattern window to create or disallow routing for specific dialing patterns.
Out Call Routing Configuration 10. Out Call Routing Configuration Figure 4. Dialing Pattern window, Out Call Routing Configuration Adding a Dialing Pattern Definition 1. Click Add to open the Add an entry dialog box. 2. Type in a Prefix number, select the pattern length, then click OK.
Setting Dialing Pattern Routing Note: The pattern length tells the system to wait for n number of digits to be dialed before executing the route or disallowing the call. Selecting N/A creates a ‘?’ symbol in place of number of the digits, and this indicates an unspecified number of digits. After a route is added, you can edit to further define it as described in the following discussion.
Out Call Routing Configuration area code is different from the AltiContact Manager system but requires 10-digit dialing. 3. Assign the Route Priority for this dialing pattern to the Index of the route definition you created above. 4. Repeat steps 2 and 3 above for other area codes requiring 10-digit dialing as necessary.
Setting Dialing Pattern Routing 3. In the Dialing Pattern page of Out Call Routing Configuration, 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 EnBloc route definition (assigned in Step 2).
Out Call Routing Configuration The Dialing Pattern page should look as follows: AltiContact Manager Administration Manual 10-11 10. Out Call Routing Configuration With this configuration, the system will see that all digits have been collected and will send digits to the CO, instead of waiting 7 seconds for the dialing to finish.
Setting Dialing Pattern Routing 10-12 AltiContact Manager Administration Manual
CHAPTER 11 IVR Configuration IVR performs simple call processing tasks such as transferring calls to extensions to the AltiGen Voice Mail System or the operator, or giving information and secondary options. It can also provide general information that is frequently asked, such as company address. IVR allows multiple incoming calls to be answered simultaneously. In a call-heavy environment the IVR can greatly reduce the number of calls that need to be handled by the operator.
Example: IVR Planning 11-2 AltiContact Manager Administration Manual
IVR Configuration Auto Attendant ID: 100, Phrase 10 Auto Attendant ID: 110, Phrase 20 Main Menu for XYZ Office Digit 1 Meaning Action Reserved for Extensions (no prompts) Collect Extension 4 Express Support Expand Tree (No. 110) 5 Sales Expand Tree (No. 120) 2 3 Collect Extension Express Support Digit Technical Support Expand Tree (No. 130) 7 Phone FAQs Expand Tree (No.
Adding IVRs Adding IVRs The first 16 IVRs are provided by default with the menus blank. You can edit these as described in “Editing IVRs” on page 11-5. You don’t need to add a new IVR if you’re going to use 16 or fewer. To add an IVR beyond the first 16: • Select IVR Configuration… from the CallCenter Management menu, or • select the IVR icon. Figure 1.
IVR Configuration Select an ID in the drop-down list and type in a descriptive Name for IVR, then click OK. • Clear—clears all edits to the selected IVR, restoring system defaults • Export—exports all IVR settings to an html file • Close—closes the IVR Select dialog box • Help—opens the help file for IVR. Editing IVRs To edit an IVR, select IVR Configuration… from the CallCenter Management menu, or select IVR icon.
Editing IVRs Configuring Menu Items For any menu item you want to use, you make an action assignment. If you want the assignment to expand the menu to the next level, choose the assignment, Level—Expand Tree. To make an assignment, select a menu item in the menu tree at the left, then configure it using the entries at the right. • Item—an informational display of the level and item you’re working with.
IVR Configuration • Prompt—select the prompt number that is to be played for incoming calls. Prompts are numbered in the range of 0–300. The default prompt is 1, a generic greeting. See “Using Pre-Recorded Prompts” on page 11-10 to see the script of this prompt and other AltiGen supplied prerecorded prompts. Discussions on using customized and professionally recorded prompts follow the section on using the AltiGen supplied greetings. • Push URL—a URL associated with the menu item.
Editing IVRs Table 12. IVR Actions Action Description Call - Collect Extension Call the extension entered by the user. Call - Directory Service Lists the system users and their extensions to the caller. For this to work properly, users need to record their directory names. Call - Disconnect Disconnects the call. VM - Record Message Records the caller’s message. A drop-down list appears from which you select the extension to which to route the voice message.
IVR Configuration To use the Collect Digits action: 1. Selecting the Adv. - Collect Digit action, first set the following additional parameters: Figure 3. Collect digits • Min. Length—the minimum length of digits to be collected. • Max. Length—the maximum length of digits to be collected. • PSTN Call Inter-Digit Timeout—the length of time the system will wait between collecting of digits before timing out.
Phrase Management Making IVR Assignments Once the IVRs are set up, you can use them in various in-call routing situations—trunk configuration, answering for extensions or groups, and so forth. For example, for trunk /IVR assignments, see “Incoming Call Routing” on page 7-20. For extension or group assignments, see “Setting Answering Options” on page 13-28. Phrase Management You might want to record unique phrases to customize an IVR or a group.
IVR Configuration Phrase # Phrase 0291 Please hold; someone will be with you shortly. 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. (default) 0292 Please hold; someone will be with you shortly. 0293 We appreciate your call and will be with you as quickly as possible. 0294 Thank you for your patience. We should be with you soon. 0295 Thank you for your patience. We should be with you soon.
Phrase Management 6. The system will replay the recorded phrase. Press # if the recording is acceptable. 7. At the Phrase Management menu, press 2 to record additional prompts or star (*) to exit Phrase Management. Using Professionally Recorded Phrases Recording studios such as Worldly Voices (see AltiGen’s Support Page at http://support.altigen.com for more information) provide professionally recorded prompts as electronic files that can be installed and used on AltiWare.
CHAPTER 12 CallCenter Configuration The CallCenter Configuration functions provide for configuring the call center settings for AltiContact Manager. Access CallCenter Configuration by selecting CallCenter Configuration... on the Management Menu, or by clicking the CallCenter Configuration icon. You can then work with the following settings, each of which is access by a tab in the CallCenter Configuration window. • Caller ID Routing—Caller ID-based call routing for incoming trunk calls.
Caller ID Routing To access Caller ID routing, select CallCenter Configuration... on the Management menu, then click the Caller ID Routing tab (the default view). Figure 1. Caller ID Routing window, CallCenter Configuration Adding and Deleting Caller ID Route Entries To add entries to the Caller ID routing table, click the Add button. In the dialog box that appears, type in a Caller ID Number and a descriptive Caller ID Name, then click OK.
CallCenter Configuration Defining the 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 options at the right of the window. You can edit any of these attributes.
DNIS Routing To access DNIS routing, select CallCenter Configuration... on the Management menu, then click the DNIS Routing tab. Figure 2. DNIS Routing window, CallCenter Configuration 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.
CallCenter Configuration Defining the 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 options at the right of the window. You can edit any of these attributes.
Call Recording . Figure 3. Agent Logout Reason window, CallCenter Configuration To require logoff 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. Call Recording AltiContact Manager provides a system-wide, voice call recording feature in the CallCenter Configuration.
CallCenter Configuration Figure 4. Call Recording window, CallCenter Configuration To activate the recording option: Select the Enable Workgroup Centralized Recording checkbox. 2. Set the destination folder and path for saving the call recording in the Saving Folder field. The recording is saved in 64k PCM format only. WARNING! Listening in to or recording a conversation without the consent of one or both parties may be a violation of local, state and federal privacy laws.
Call Recording 12-8 AltiContact Manager Administration Manual
CHAPTER 13 Agent Configuration There are two types of Agent 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.
Two Configuration Windows in One Certain configuration functions apply only to physical extensions—for example, configuring the physical line. And some functions, or the lack of function, apply only to virtual extensions—for example, call waiting options do not apply to virtual extensions. Generally, you work on agent configuration by selecting an extension in the General window, then clicking another tab to work on the settings in another other window.
Agent Configuration Setting up Extensions The Agent Configuration General window provides for creating agent extensions and establishing their basic attributes. The General window is the default tab displayed when you open the Agent Configuration window. If you’re viewing another Agent Configuration window, you can click the General tab to open the General window. Figure 1. General window, Agent Extension Configuration 13.
Setting up Extensions Adding New Extensions To add a new extension: 1. Click the Add button in the General window. The Add New Extension dialog box opens. Figure 2. 2. Add New Extension dialog box Type in an Extension Number. The number must begin with a number assigned to be used for extension, and it must be the length assigned to extensions, both of which are set in the Number Plan in System Configuration as described in “Setting a System Number Plan” on page 5-4. 3.
Agent Configuration To set the Personal Information: Type in the User Name, Password, DID, Tenant Group, and optional Description: • First Name and Last Name of the extension user, each with a maximum of 32 characters. • Password for the extension user. The default is the system default password set on the Number Plan tab of the System Configuration window. 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.
Setting up Extensions • The Alti-IP 600 Phone can support up to 16 digits in the Caller ID display. • AltiTouch/AltiTouch Plus phones support up to 12 digits in the Caller ID display. If the phone receives a Caller ID length longer than 12 digits, it will display “Unknown Number.” • Tenant—a drop-down list of Tenant IDs (groups) to which the extension can be assigned. See “Using a Tenant Table” on page 5-22 for more information on Tenants.
Agent Configuration • Enable Forced Account Code—selected, forces the user to enter an account code. • Override Allowed—selected, prompts the user to enter an account code, or the user can press # to bypass the account code. • Account Code Validation—selected, forces the user to enter a valid account code.
Setting up Extensions • The recording setting at Extension Configuration only applies to personal calls. The recording setting at Workgroup Configuration only applies to workgroup calls. To allow an agent to record all calls (personal and workgroup), both recording settings must be enabled. Changing the Extension Location or Type Changing the Type The type of extension is set when you create the extension: physical or virtual, described on page 13-2.
Agent Configuration • Using dynamic IP addressing, the IP extension can log in from any IP address. However, the IP extensions must always log in via the IVR and log into voice mail to activate the IP extension. Users who travel may well prefer dynamic addressing. Note: AltiGen IP Phone extension users should not activate their IP Phone by logging into voicemail — instead, #27 should be used to log in.
Setting up Extensions Setting the Line Properties For a physical extension, you can configure hardware options on the board port used for the extensions. To do so, select the extension number in the list of extensions, then click the Line Properties button to open a dialog box that is specific to the board using for the extension. The Line Properties are somewhat different for Quantum Board than for Triton Analog Station Boards.
Agent 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. • FSK—Frequency Shift Keying indicator. • Tone—tone-based indicator. 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.
Setting up Extensions Figure 4. 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: Message Waiting Signal Type • None • SDMF—Single Data Message Format for supporting and sending a single data type, such as phone numbers.
Agent Configuration Parameter Description Flash Duration Specifies the Flash Duration time in milliseconds: • 50-600 • 100-700 • 150-800 • 200-900 • 300-1000 Ringing Frequency Specifies the number of rings: 28 or 20 Line Disconnect Signal The loop break desired for answering supervision, either 200 or 600 ms. Note: If the extension uses a 390 phone with Intercom service, set this to 750 ms.
Setting up Extensions Phone Display Options For analog and IP phones, the administrator can select what information is to be displayed. Depending on the number of display lines on the LCD, the phone can be set up to show two lines of specific caller information on the display.
Agent Configuration Setting Up Groups The primary use of a huntgroup is similar to that of workgroups — when the huntgroup extension is dialed, the system hunts for an available member extension to which to route the call. You can use huntgroups for various purposes, for example, in selecting a huntgroup as a System Operator. Note: This is the second of the two ways (see “Establishing Huntgroup Membership” on page 14-6) to assign agent extensions as members of huntgroups.
Setting Up Groups Adding or Removing Huntgroup Assignments To assign huntgroups to the selected physical or virtual extension: 1. In the Agent Extension view of the Group window, click the huntgroup pilot number(s) in the Not Member list. 2. Click the Add button to move them to the Member list. Note: If the huntgroup pilot extension is configured to Ring All Available Members, the maximum number of members is 20. See “Setting Call Handling Options” on page 14-17 for details.
Agent Configuration • If the extension user hangs up and there are callers waiting in an extension or huntgroup queue, the ring is delayed for the number of seconds specified in the Inter Call Delay setting. • If the extension user hangs up, there is no one waiting in a queue and a call comes in within the Inter Call Delay period, the call is put through immediately; the Inter Call Delay period is ignored. To set the extension Inter Call Delay time: 1. Check the Inter Call Delay box. 2.
Setting up Station Speed Dialing Figure 6. Speed Dialing window, Agent Extension Configuration Editing Speed Dial Entries To add or edit an entry: 1. Double-click the Station ID number you want to work with, or select the number and click Edit. A dialog box appears: 2. Type in the full number as you would dial it, with a maximum of 20 digits per entry.
Agent Configuration Note: You can use Apply to to apply speed dialing numbers to one, some, or all physical extensions. See “Apply To Button” on page 13-2 for more information on using Apply to. Setting the Mailbox Options The Mail Management settings define how voice messages are handled for an extension: whether the mailbox is information only or is fullfeatured, how messages are announced and processed, and how much capacity is allotted to message storage.
Setting the Mailbox Options 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. An Information Only mailbox allows callers to listen to customized recorded announcements but does not provide taking messages from the caller. To repeat the message, callers are instructed to press the # key.
Agent Configuration — Delete Messages after Forward — Keep the Messages as New — Keep Messages as Saved Further, if you enable mail forwarding, you can use the check boxes whether you want to Forward Email, Forward Voice Mail, or both. Setting Message Playback Options You can use the following checkboxes to turn on or off options for listening to playback of recorded messages. These options apply to both new messages and saved messages, and they can be applied to multiple extensions using Apply to.
Setting Message Notification Options 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.
Agent Configuration Figure 8. Notification window, Agent Extension Configuration Individual users can also configure Message Notification within the AltiGen Voice Mail System. Note: You can use Apply to to apply notification settings to one, some, or all extensions. See “Apply To Button” on page 13-2 for more information on using Apply to.
Setting Message Notification Options 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.
Agent Configuration Outcall to Cellular or PCS Phone Numbers When an outcall is made by the system (for One-Number-Access, Message Notification, Zoomerang, Call Forwarding, etc.) to a cellular or PCS phone, it may ring the phone once but not necessarily present the call and make a connection. This will happen if the ringback tone played by the cellular service provider does not confirm to standard ringback tones.
Configuring Calling Restrictions Configuring Calling Restrictions Available restrictions on outgoing calls from extensions range from no restrictions to allowing internal calls only. System calling restrictions, discussed under “Defining System Call Restrictions” on page 5-12, specify global restrictions for all extensions, and you cannot override the system settings when you configure extensions.
Agent Configuration • No Restrictions on Outcalls. • Internal Calls Only—extension-to-extension. • Internal and Local Calls Only—extension-to-extension and local calls only. • Allow Internal/Local Calls AND Restrict Other Calls by Allowing Certain Prefixes—internal calls, local calls and prefixes you specify in the Prefixes Allowed boxes. Include all relevant prefix numbers, for example, starting with 1 + prefix.
Setting Answering Options Setting Answering Options Answering options include forwarding, handling busy calls, handling noanswers and other options. Which options are available depends on the type of extension. Virtual and physical extensions each use somewhat different answering options. You can use Apply to to apply call restriction settings to one, some, or all extensions. See “Apply To Button” on page 13-2 for more information on using Apply to.
Agent Configuration 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. A One Hop Limit to Call Forwarding for a Transferred Call There is a one hop limit to call forwarding when the call that is being passed is a transferred call.
Setting Answering Options • To a Custom App—when used in conjunction with a third party notification application, the Custom App feature enables an extension to connect to an application that can receive the notification event; use the drop-down list to choose the log on extension to which the third party application is connected. Contact your local AltiGen dealer for more information on using this feature.
Agent Configuration • Forward to IVR—use the drop-down list to select an IVR to which to route the call. IVR settings are established in IVR … on the Management menu. Setting Call Waiting Options Call waiting options are available only if the Enable Busy Call Handling check box has been selected, and this option is not available to group numbers. • Enable Single Call Waiting—sets up single call waiting. This feature gives an alert tone (audio beep) to indicate that a call is waiting.
Configuring One Number Access • Forward to IVR—use the drop-down list to select an IVR to which to route the call. IVR settings are established in IVR… on the Management menu. 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 IVR or Forward to Extension is selected.
Agent Configuration To configure ONA, select the extension number from the Agent/ Supervisor/Extension side window list, then click the One Number Access tab. Figure 11. One Number Access window, Agent Extension Configuration Note: You can use Apply to to apply some ONA settings to one, some, or all extensions of the same type—physical to physical, etc., but only if the extensions are ONA enabled in the Answering window. See “Apply To Button” on page 13-2 for more information on using Apply to.
Configuring One Number Access After choosing any of the enabling options, you set the Verify Caller ID and Forwarding choices, and these are discussed below. Note: You can also enable and set up One Number Access remotely through AltiReach. Disabling One Number Access You can disable ONA for the extension by clicking the Disable option. Disabling access in this window does not destroy the data you might have entered.
Agent Configuration Specifying Forwarding Numbers The Forwarding Numbers are used by the system to find the user when ONA is active. You can set up to four different numbers. When ONA is active, the system dials the forwarding number(s) in the order from Forwarding Number 1 through Forwarding Number 4. The Forwarding Number order does not correspond to the Schedule order—Forward Number 4 is not used first during Schedule Number 4. You can forward to another extension, or to an outside number.
Setting Up Monitor Lists Restrictions and Defaults • Monitoring is effective for physical extensions only; only physical extensions can have monitoring rights, and only physical extensions can be monitored. If you place a virtual extension in a Monitor List, that extension will not show in the client user’s Change Monitor window.
Agent Configuration Figure 12. Monitor List window, Agent 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. Click the Default button to return the settings to the default—the extension can monitor its own calls.
Feature Tips Feature Tips Each time a user logs into the AltiGen Voice Mail System, the user will hear a Feature Tip, helpful tips and reminders of the most useful features for optimal use of AltiContact Manager. There are a total of eleven tips and a different tip is played each time the AltiGen Voice Mail System is accessed. Another way to listen to Feature Tips is by pressing #55 on the telephone. You can listen to just one tip at a time or listen to all the tips at once.
CHAPTER 14 What is a Huntgroup? The primary use of a huntgroup is similar to that of workgroups — when the huntgroup extension is dialed, the system hunts for an available member extension to which to route the call. You can use huntgroups for various purposes, for example, in selecting a huntgroup as a System Operator. Huntgroups vs. Workgroups As of Release 4.6 and higher, huntgroups differ from workgroups in that they do not require special licensing (whereas workgroups require Seat Licenses).
Apply to Button The huntgroup configuration windows often allow you to apply changes to a particular huntgroup or to select many huntgroups to which to apply the changes. Clicking the Apply to button pops up a list of all huntgroups to which the change can apply. All huntgroups are selected by default. You then deselect 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.
Huntgroup Configuration Setting Up Huntgroups The General window is the default tab displayed when the Huntgroup Configuration window is opened. If you are viewing another Huntgroup Configuration window, click the General tab to open the General window. Figure 1. General window, Huntgroup Configuration AltiContact Manager Administration Manual 14-3 14. Huntgroup Configuration The Huntgroup Configuration General window provides for creating huntgroups and establishing their basic attributes.
Setting Up Huntgroups Adding a Huntgroup 1. To add a huntgroup, click the Add button in the General window. The Add New Group dialog box opens. 2. Type in a group number for the huntgroup and click OK. Establishing Basic Huntgroup Attributes After you create a huntgroup, you can set other basic attributes in the Huntgroup Configuration General window: To set up Group Information, type in the following: • First Name and Last Name—each with a maximum of 32 characters.
Huntgroup Configuration • Tenant—a drop-down list of Tenant IDs (groups) to which the huntgroup can be assigned. See “Using a Tenant Table” on page 5-22 for more information on Tenants. Note: If a huntgroup is assigned to N/A in the Tenant drop-down list, the huntgroup is able to access all trunks, even though the trunks have been assigned to tenants. • Description—each huntgroup can be assigned a description.
Establishing Huntgroup Membership Establishing Huntgroup Membership There are two different ways to attach extensions to huntgroups. 1. If you select a huntgroup in the Huntgroup Configuration window, then click the Group Member tab; you open the group view of the Huntgroup window, which provides for adding extensions to the selected huntgroup. 2.
Huntgroup Configuration Adding Extensions to Huntgroups Figure 2. Huntgroup view of Group Member window, Huntgroup Configuration Adding or Removing Members To add extension(s) to the selected huntgroup: 1. In the huntgroup view of the Group Member window, click the agent extension number(s) in the Not Member list. 2. Click Add to move them to the Member list. Note: If the huntgroup pilot extension is configured to Ring All Available Members, the maximum number of members is 20.
Establishing Huntgroup Membership Assigning Huntgroups to Agent Extensions This is the second of the two ways (see “Establishing Huntgroup Membership” on page 14-6) to assign agent extensions as members of huntgroups. This method—selecting a physical or virtual extension from the Agent Extension General page, and then clicking the Group tab—provides an agent extension view of huntgroups. You can see all the huntgroups to which the agent extension belongs, and you can change those assignments.
Huntgroup Configuration Adding or Removing Huntgroup Assignments 1. In the Agent Extension view of the Group window, click the huntgroup pilot number(s) in the Not Member list. 2. Click the Add button to move them to the Member list. Note: If the huntgroup 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 huntgroups assigned to a physical or virtual extension: 1.
Establishing Huntgroup Membership • If the extension user hangs up and there are callers waiting in an extension or huntgroup queue, the ring is delayed for the number of seconds specified in the Inter Call Delay setting. • If the extension user hangs up, there is no one waiting in a queue and a call comes in within the Inter Call Delay period, the call is put through immediately; the Inter Call Delay period is ignored. To set the extension Inter Call Delay time: 1. Check the Inter Call Delay box. 2.
Huntgroup Configuration • Setting Huntgroup Mail Management The Mail Management settings define how voice messages are handled for a huntgroup, including how messages are announced and processed, and how much capacity is allotted to message storage. To work with mail management settings, select the huntgroup number you want to work with from the list in the Huntgroup Configuration General window, then click the Mail Management tab to open the Mail Management window. Figure 4.
Setting Huntgroup Mail Management 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 select this check box to enable synchronization for voice mails. See “Setting E-mail Messaging Options” on page 8-4, and “Setting up an Exchange Server” on page 21-10.
Huntgroup Configuration Setting Mailbox Playback Options Parameter Description Announce Message Sender Before Playback Selected, the user hears the name of the message sender (internal sender only) before listening to recorded AltiGen Voice Mail System messages. Announce Time Stamp Before Playback Selected, the user hears the timestamp (time and date) of each message before playback. Confirm Callback Number Selected, system confirms the accuracy of the caller’s number.
Setting Message Notification Options Parameter Description Max Message Length Maximum length of voice messages in minutes. The range is 1–30 minutes, with a default of 5 minutes. Retention Length of Saved Messages Number of days saved messages are archived by the system. The range is 1–90 days, with a default of 60. Setting Message Notification Options The Notification tab of Huntgroup Configuration provides for setting notification options on new incoming email as well as voice messages.
Huntgroup Configuration Note: Setting the Message Types for Notification Select the types of messages for which the huntgroup user is notified: • 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.
Setting Message Notification Options the Message Notification call, the system announces the pager number and the System Main Number (as configured on the General window of System Configuration), which will be displayed on the user’s pager. The operator is also given the option to repeat these numbers by pressing ‘#’.
Huntgroup Configuration Non-Business Hours—notification only during non-business hours. Business hours are set in the System Configuration Business Hours window (“Setting Business Hours” on page 5-8). • From/To—notification during a specified time of day.
Setting Call Handling Options Figure 6. Call Handling window, Huntgroup Configuration Handling Busy Calls You have several options for handling calls while the agent extension in a huntgroup is busy. If you do not enable busy call handling, the caller simply hears a busy signal. To enable the options, select the Enable Busy Call Handling check box, then select from the following options: • Forward to—Select an extension number in the drop-down list.
Huntgroup Configuration Forwarding All Calls This is the Call Forwarding feature that is also accessible by the agent extension user by dialing #36. A One Hop Limit to Call Forwarding for a Transferred Call There is a one hop limit to call forwarding when the call that is being passed is a transferred call.
Setting Call Handling Options • To a Custom App—when used in conjunction with a third party notification application, the Custom App feature enables an extension to connect to an application that can receive the notification event; use the drop-down list to choose the log on extension to which the third party application is connected. Contact your local AltiGen dealer for more information on using this feature.
Huntgroup Configuration Enabling RNA Agent Auto Log Out Setting Huntgroup Handling For huntgroup numbers, the Huntgroup Configuration Call Handling window lets you set the handling of normal inbound calls: how to route the incoming call to an extension, using one of the following options: • Ring First Available Member—first available extension in a huntgroup. For example, if there are three member extensions in a huntgroup, the call is always sent to the first member configured in the huntgroup.
Setting Call Handling Options To enable call forwarding, select the Enable Forward to check box, then, using the drop-down list, indicate the forwarding destination. You can use Apply to… to act on multiple extensions, with the restrictions discussed in the previous section. The forwarding options are as follows: • To Voice Mail • To IVR—select the IVR number to use in the drop-down list under the option. IVR settings are established in IVR… in the Call Center Management menu.
Huntgroup Configuration Setting Queue Management Options Figure 7. Queue Management window, Huntgroup Configuration The default audio peripheral setup is discussed in “Audio Peripheral Configuration” on page 5-27. Custom configuration involves choosing other phrases—a function set with the IVR as discussed in Chapter 11, IVR Configuration. You can also use Apply to… as discussed in “Apply to Button” on page 14-2 to apply the configuration to one, some, or all huntgroups.
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CHAPTER 15 Workgroup Configuration AltiContact Manager allows up to 32 workgroups to be configured. Each workgroup can have up to 128 members or extensions, and an extension can be a member of multiple workgroups. Note: If the workgroup pilot extension is configured to Ring All Available Members, the maximum number of members is 20. See “Setting Call Handling Options” for details.
The second step is, after you have created a workgroup, use the Group Member window to assign agents to the workgroup(s). Figure 1. General Configuration window, Workgroup Configuration Creating a Workgroup 1. To add a new workgroup, click the Add button in the General window. The Add New Group dialog box opens. 2. Type in a workgroup number in the Input Number field and click OK.
Workgroup Configuration To set the Personal Information: Type in the User Name, Password, DID, Tenant Group, and optional Description: First Name and Last Name of the workgroup, each with a maximum of 32 characters. • Password for the workgroup. The default is the system default password set on the Number Plan tab of the System Configuration window. A valid password must be 4 to 8 digits (numbers or letters A-Z) in length and cannot be the same as its workgroup pilot number.
Setting Call Restrictions You can allow or restrict other types of calls by using the following check boxes. You may choose to enable or disable these options—the default is set to enable the first three options. These default settings reduce the risk of international toll fraud. Caution: Allowing these options may increase the potential for toll fraud if they are not properly administered.
Workgroup Configuration WARNING! Listening in to or recording a conversation without the consent of one or both parties may be a violation of local, state and federal privacy laws. It is the responsibility of the users of this feature to assure they are in compliance with all applicable laws. Disable—no call recording.
Establishing Workgroup Membership Figure 2. Group Member window, Workgroup Configuration Adding or Removing Members To add extension(s) to the selected workgroup: 1. In the Group Member window, click the extension number(s) in the Not Member list. 2. Click Add to move them to the Member list. Note: If the workgroup pilot extension is configured to Ring All Available Members, the maximum number of members is 20. See “Setting Call Handling Options” for details. 3.
Workgroup Configuration List to open the Skill Level dialog box. (Skill Levels are defined in “Skill Setting Assignment” on page 15-8.) 15. Workgroup Configuration Figure 3. Skill Level dialog box Click on the desired Skill Level Index, then click OK. 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.
Skill Setting Assignment Skill Setting Assignment The Skill Setting window in Workgroup Configuration allows the system administrator to define different skill workgroups and then assign different skill levels for agents for incoming calls, which will ring the lowest member agent first, from 1 to 9. Levels 1 to 9 can also be described as proficiency for a skill group for an agent.
Workgroup Configuration 3. In the Skill Level Name dialog box, enter the skill name in the Description field, then click OK. Skill Level Name dialog box 4. The Skill Set appears in the main window for that index number. 5. In the Group Member page or Workgroup Configuration, the Skill Level for the workgroup will appear in the last column of the Member List. Figure 6. 6.
Setting the Mailbox Options To work with mailbox settings, select the workgroup number you want to work with from the Group List, then click the Mail Management tab to open the Mail Management window. Figure 7. Mail Management window, Workgroup Configuration 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.
Workgroup Configuration SMTP/POP3 Setting Email Name—the workgroup’s email name without the @domain. The default email name is ext[extension number], that is, the letters “ext” followed by the workgroup extension number. For example, the default email name for extension 2497 would be ext2497. • Retrieve Voice Mail by Email Client—selected, this sends voice mail to the workgroup extension as an email attachment. Deselected, voice mail is retrieved as voice mail.
Setting the Mailbox Options Parameter Description Announce Time Stamp Before Playback Selected, the user hears the timestamp (time and date) of each message before playback. Confirm Callback Number Selected, system confirms the accuracy of the caller’s number. Enable Distinctive Call Waiting Tone Selected, the user hears three different call waiting tone cadences to distinguish between internal, external, and operator calls (see “Distinctive Ring” on page 5-3).
Workgroup Configuration Setting Message Notification Options The Notification tab of Workgroup Configuration provides for setting notification options on new incoming email as well as voice messages. Figure 8. Notification window, Agent Extension Configuration Individual users can also configure Message Notification within the AltiGen Voice Mail System. Note: You can use Apply to to apply notification settings to one, some, or all extensions.
Setting Message Notification Options • All Voice Messages • All Voice Messages and E-mails 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.
Workgroup Configuration Outcall to Cellular or PCS Phone Numbers Setting Notification Timing You can set the type of delay detection and the duration (from 5 to 30 seconds) before the system sends the return phone number (the System Main Number as set in the System Configuration General window) after the system detects an answer when sending a notification: • Seconds after Dialing—the delay (from 5 to 30 seconds) after dialing before the system sends the return phone number.
Setting Call Handling Options Setting Call Handling Options Call Handling options include forwarding, handling busy calls, handling no-answers and other options. You can use Apply to to apply call restriction settings to one, some, or all workgroups. To work with workgroup call handling options, select the workgroup number from the Group List, then click the Call Handling tab to open the Call Handling window. Figure 9.
Workgroup Configuration • Forward to Group Voice Mail • Forward to IVR—use the drop-down list to select an IVR to which to route the call. IVR settings are established in IVR … on the Management menu. Call Forwarding is available for workgroups. This is the Call Forwarding feature that is also accessible by the workgroup extension user by dialing #36.
Setting Call Handling Options • To a Workgroup—select a workgroup from the drop-down list. • To a Custom App—when used in conjunction with a third party notification application, this feature enables an extension to connect to an application that can receive the notification event; use the dropdown list to choose the log on extension to which the third party application is connected. Contact your local AltiGen dealer for more information on using this feature.
Workgroup Configuration • Forward to IVR—use the drop-down list to select an IVR to which to route the call. IVR settings are established in IVR… on the Management menu. Enable RNA Agent Auto Logout Checkbox Setting Workgroup Handling The Call Distribution field options let you set the handling of normal inbound calls: how to route the incoming call to an workgroup agent, using one of the following options: • Ring First Available Member—first available extension in a workgroup.
Setting Call Handling Options • Ring Average Longest Idle Member—the agent who averages being off the phone the longest. Note: Average Longest Idle is calculated as follows: idle time = login duration - incoming call duration - outgoing call duration login time = total length of time of agent login for the day, reset by midnight task Important: Please note the following issue that may arise from using this option.
Workgroup Configuration To set options for workgroup RNA handling, select the Enable Forward to check box, then, using the drop-down list, indicate the forwarding destination. You can use Apply to to act on multiple workgroups, with the restrictions discussed in the previous section. The forwarding options are as follows: To Voice Mail • To IVR—select the IVR number to use in the drop-down list under the option. IVR settings are established in IVR… on the Management menu.
Queue Management Queue Management The Queue Management tab in Workgroup Configuration allows you to set options for queue phrases and announcments, queue overflow routing and queue quit options. Figure 10. Queue Management window, Workgroup Configuration Setting Queue Phrase Options For each workgroup, you can either use the system default phrases or you can set up a custom configuration. The default audio phrases are discussed in “Audio Peripheral Configuration” on page 5-27.
Workgroup Configuration Queue Announcement You can set up the system to announce a caller’s queue status—queue position and average waiting time—when an incoming call enters a workgroup queue. To enable this option, select Enable Announcement, then select Queue Position and/or Average Waiting Time. If enabled, the system will prompt the current queue status when a a new call enters the queue; also, average waiting time is not announced for calls queued for less than 1 minute.
Queue Management Note: If you choose an extension, this can be the same workgroup extension or another workgroup. You can use Apply to to apply the configuration to one, some, or all workgroups. Queue Quit Option The queue quit feature gives a caller the option of leaving a workgroup queue at any time by pressing #. Use the transfer to drop-down list to select the option the caller will have: • Voice Mail • IVR—select the IVR number to use in the drop-down list under the option.
Workgroup Configuration • Callback Interview—the System will record the caller’s Caller ID and will prompt the caller to record a message into the voicemail box of the workgroup. With a third party application, the system can notify workgroup agents of the waiting voicemail. (For more detail on this option, refer to the Callback Interview section below.) Note: This option is only available to external callers.
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CHAPTER 16 Setting Up IP Extensions IP extensions communicate with the AltiContact Manager system using IPbased protocols to carry voice and signaling data. Instead of PSTN, they use a data networking connection such as an Ethernet 100-Base-T (RJ-45). AltiContact Manager supports only those devices that are based on H.323 protocol. • #81 Hands free–Intercom mode • #82 (Hands free–Manual answer mode) • Distinctive ringing (double ring for internal calls, single rings for external calls).
System Requirements speaker will be turned on automatically, a short ring tone is generated, the Speaker is turned on, and the voice path is connected. If the IP phone is busy, the caller will follow the call busy handling of the AltIGen IP Phones’ configuration. IP Connections and Voice Quality Voice quality can degrade when multiple IP connections use DSL; the exact numbers will depend on your bandwidth and the number of IP connections active at one time.
Setting Up IP Extensions AltiAdmin 1. Ensure that the VoIP settings are configured properly and work. For details on configuring the Triton VoIP board and the IP trunks, refer to “Configuring the Triton VoIP Board” on page 6-7 and “Setting General Trunk Attributes” on page 7-3. 2. For details on using the IP dialing table, see “Defining the IP Dialing Table” on page 9-2. Also see “Setting VoIP Codecs” on page 9-5. 3.
Configuration Note that dynamic IP addressing will show a different IP address in the Location column of the Extension View every time the extension user enables an IP extension.
Setting Up IP Extensions • NetMeeting 3.01, which is automatically installed with Windows 2000. Users can check to see if NetMeeting is installed by looking under Programs>Accessories>Communication from the Windows Start button. If not, it is available for download from the Microsoft website at http://www.microsoft.com/windows/netmeeting/download/ default.asp. • Additional system requirements as listed on the Microsoft website at http://www.microsoft.com/windows/NetMeeting/ SystemRequirements/default.ASP.
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CHAPTER 17 Alti-IP 600 Phone Configuration AltiContact Manager supports the Alti-IP 600, AltiGen’s H.323-compliant, business telephone that provides voice communication over an IP network. To configure the Alti-IP 600 phone, select AltiGen IP Phone Configuration on the Management menu. This opens the IP Phone Properties Window where, after setting up an IP extension, you can set the following parameters for the IP extension: 17. Alti-IP 600 Phone Configuration Figure 1.
The left side of the IP Phone Configuration window displays all the Alti-IP phone extensions that have been set up in the system. After creating the IP extensions, you can set the following parameters: Parameter Description Soft Key 1 - 10 Corresponds to the 10 soft keys on the Alti-IP 600. Use the drop down list to assign one of the following functions to the desired keys: • Disabled - when selected, the corresponding soft key cannot be used.
Alti-IP 600 Phone Configuration Parameter Description General Allows you to specify the IP address of the AltiContact Manager system the Alti-IP 600 phone is connected to. The version of software associated with AltiContact Manager is automatically displayed in the Version field. To allow the extension user to have password-protected configuration functionality from the phone itself, check the Enable Config Password checkbox and assign a numerical password.
Apply To Button The Apply To button works with the following parameters: General, H.323, TFTP (Server field only; Reset IP Phone and Boot Download options cannot be applied to multiple extensions), and Debug. IP Extension Log In/Log Out The feature codes #26 (Extension Log Out) and #27 (Extension Log In) are available on the Alti-IP 600. When the Alti-IP 600 is logged in using #27 + ENTER, the LCD will display the extension number. The Alti-IP 600 must be onhook for #26 and #27 to work.
CHAPTER 18 Application Extension Configuration The application extension is an extension intended for use with IVR or outbound applications and requires an SDK Application Session License per concurrent connection. The application extension can be logged in/out with a password by the application but only one application can login at a time.
Application Extension Setup Application Extension Setup You can access Application Extension Configuration by clicking the App Ext icon or by selecting Application Ext Configuration... from the Call Center Management menu. Figure 1. Application Extension Configuration window To set up an Application Extension: Note: Before you begin, make sure to have an SDK Application Session License registered and activated for your system.
Application Extension Configuration 1. Open the Application Extension Configuration window. 2. Click the Add button and enter the extension number in the Add Application Extension dialog box. and click OK. Figure 2. Add Application Extension dialog box 3. The Application Extension appears in the Application Extension List. Continue adding application extensions as needed. Otherwise, refer to the following sections for further configuration. 4.
Application Extension Setup Application Information Additional information can be described in the App Information fields. If desired, enter the appropriate information in the fields for Application Source, Spec Doc Location, Design Party, Implementation Party, Implementation Date, Revision Number and Revision Date.
CHAPTER 19 System Data Management System Data Management provides for backing up data to, and restoring files from, a system hard disk drive or a network drive. This option can only be accessed at the AltiContact Manager system; it is not available from a remote ACM Administrator client. Using Backup and Restore You can also access this feature by selecting the Backup and Restore Utility program from the AltiWare folder accessible from the Start menu.
Backing up Files Backing up Files To backup files immediately: 1. Open the System Data Management window as described in the preceding section, then select the Backup icon to view the Backup Configuration dialog box. Figure 2. Backup Configuration dialog box 2. In the Components box, select the files you want to back up. 3. In the Backup To drop-down list, select the day of the week you want to use as the starting date for back up files, or select Advanced.
System Data Management Scheduling Backups You can set up automated backup on a schedule, and you can select the days, the times, and the target drives and folders for the backup. To set backup schedules: 1. Open the System Data Management window as described above, then select the Schedule icon to view the Backup Schedules dialog box. Figure 3. Backup Schedules window 2. Set the options: • Select the checkbox for each day of the week you want run the backup.
Restoring Backed up Files Restoring Backed up Files To restore the backed up files: 1. Open the System Data Management window as described in “Using Backup and Restore” on page 19-1, then select the Restore icon to view the Restore Configuration dialog box. Figure 4. Restore Configuration window 2. Under Components, select the file groups you want to restore. 3. Using the Restore From drop-down list, select the day you want to restore from, or select Advance to choose the restore folder.
CHAPTER 20 System Report Management AltiContact Manager provides system management reports that contain information on system configuration summary, traffic, system log, call detail summary, and IP cumulative traffic statistics. System Summary Report The System Summary report provides summary information on extensions, trunks, and workgroups configured in the system.
System Log The system configuration summary data includes basic attributes on extensions, groups and group members (click a group to display the group’s members), trunk location and access, and messaging usage by extension. You can Print this report using the Print button. System Log The System Log window displays information on system operating status. This window is designed for use by system engineers and certified personnel only.
System Report Management Click Display Archived Log / Display Current Log to toggle the view between the current and the most recently cleared system log. Use the Log Level dropdown list to view the level of severity for system errors. Level 0 displays the most obvious system errors, Level 5 displays all system errors in specific detail. IP Cumulative Traffic Statistics To view a report of all cumulative IP traffic, click IP Traffic Statistics from the Reports menu.
IP Cumulative Traffic Statistics Parameter Description Bytes Received Displays the total size (in bytes) of all voice packets received from other AltiContact Manager systems over the public or private IP network. Packets Lost Displays the number of voice packets that have been lost due to prolonged delays, network congestion, or routing failure. Average Jitter displays the average length of delay per voice packet in milliseconds. This figure should stay under 100 milliseconds.
Data and Internet Integration This section describes how to integrate the system with the Internet and data communications. It will cover the following areas: • Email • Mail forwarding • Exchange integration • AltiReach Setup Network Protocol and Addressing The system integrates telephony functions with the LAN and Internet to provide a state-of-the art communication facility with local and remote access to email mixed-media messaging.
A protocol stack is a collection of actual protocol layers used to establish a connection across the network that allows dissimilar network devices to exchange information. SMTP/POP3 SMTP—Simple Mail Transfer Protocol. As seen by the client side of the network, is an Internet email sending protocol software format. POP3—Post Office Protocol Version 3.
Data and Internet Integration When you are sending messages among users in a LAN, the local address is used in place of the extended network address. Local addressing is used in a peripheral node or station and is transformed to or from an extended address for delivery purposes. Often within a LAN, the domain is assumed to be the local domain if no @domain is added to the address. Mixed-Media Messaging Messaging includes many options other than just text.
user can send the email. AltiWare then combines the voice message and the email into a single MIME message and sends it to the recipient. The ability to send and receive MIME messages is included as part of AltiWare email capabilities. Setting Up Email Service There are some basic requirements that must be met in order to access Mixed-Media Messaging using email over the AltiContact Manager system.
Data and Internet Integration Step 2: Setup the Router Install the router on the LAN. The router is the gateway to another LAN or to the Internet. 1. Specify a router that is on the same LAN as the AltiWare server, such as ISDN or T1. 2. Assign an IP address (one of the block of IP addresses obtained from the ISP to the router). This becomes the gateway router address. Step 3: Configure TCP/IP Properties Configure the TCP/IP protocol parameters. 1. Open the Control Panel and select the Network icon.
2. Click the Protocols tab, then double click on TCP/IP Protocol from the drop-down list box. The TCP/IP Protocol window appears (see Figure 2), where you configure the IP Address, Subnet Mask, and Default Gateway (router). Figure 2. TCP/IP Configuration • IP address—enter the assigned IP address (from the block of IP addresses obtained from your ISP) to the AltWare. • Subnet Mask—enter the Subnet Mask obtained from your ISP. • Default Gateway—enter the email Gateway (the router address). 3.
Data and Internet Integration Click OK. Figure 3. 5. 21. Data and Internet Integration 4. DNS Configuration window Refer to Microsoft Windows NT configuration documentation to complete the TCP/IP network setup. Step 4: Notify Your ISP of the Following: 1. Your AltiContact Manager Host Name (host name of the server or server name)—your AltiContact Manager Server is the server that actually receives the mail or messages. For example, AltiGen has named its server “global_cti.
Messaging window. Be sure that Enable SMTP/POP3 Service (in the E-Mail Messaging Options field group) is deselected. 2. Open the Windows Internet Information Services window by rightclicking the My Computer icon and choosing Manage from the popup. Expand Services and Applications in the tree to view Internet Information Services. 3. Select Default SMTP Site in the tree. 4. On the toolbar, click the Stop button. You can now proceed with the steps given below.
Data and Internet Integration 3. Assign a unique Email Name to extension users in the General window of Extension Configuration. • Select the extension number (or select Add Extension and then enter the extension number in the field provided if this is a new extension). • Enter the email name in the E-mail Name data entry field. 4. Allocate the system storage capacity for extensions in the Mailbox Setting window of Extension Configuration. Each user’s needs might be different.
• Enter the Incoming Mail (POP3) Server address. • Enter the Outgoing Mail (SMTP) Server address. Figure 4. Netscape Mail Server Setup 4. Set up helper applications and general preferences for the email client application (i.e., associates the .WAV files with sound recorder application). Setting up an Exchange Server This section provides you with step-by-step instructions to configure the Exchange Integration feature in AltiContact Manager, for the Microsoft NT 4.
Data and Internet Integration 21. Data and Internet Integration Prerequisites Two NT servers: • One NT server with the AltiContact Manager software • One NT server with Exchange Server software AltiWare System Prerequisites • Windows NT 4.0 with Service Pack 6a or higher • AltiContact Manager software • The AltiContact Manager system and the Exchange server system must belong to the same NT domain.
Repeat the same steps on the Exchange server system and make sure the domain names are the same. To verify AltiGen Services: 1. Select Start!Control Panel!Services. A Windows Services dialog box will be shown, as in this example. Figure 5. Windows Service window 2. Select AltiGen Switching Service COM Server from the control panel of AltiContact Manager. 3. Highlight the AltiGen Switching Service Com Server and click the Startup button. A Service startup options dialog box will popup: Figure 6.
Data and Internet Integration If this is not the case, you need to re-install AltiContact Manager while logged in as a domain administrator with local administrator privileges. • Repeat the previous step, but this time, check the Log On As account for AltiGen Exchange Integration Service COM Server. Exchange Server Prerequisites • Exchange Server 5.
To check that all Exchange Server Services Have Started: 1. Open the Control Panel and click the Services icon to view the Services window. Figure 7. Exchange Server Services Window 2.
Data and Internet Integration Now that you have verified that the AltiContact Manager and the Exchange Server systems are properly installed, you can start configuring the two systems to enable the Exchange Integration feature. In this section, we describe the configurations to be performed in the Exchange Server. For testing purposes, create an Exchange mailbox for NT account \AltiGen_ (e.g. ALTICHINA\AltiGen_TELESYSTEM).
that this can only be achieved if AltiGen has an account in the same domain as the Exchange Server or a trusted domain. 5. Give Service Account Admin rights to AltiContact Manager service account in the Exchange server. (See Note 3 on page 21-26.) Microsoft Exchange Administrator Configuration 1. In Microsoft Exchange Administrator, highlight the Organization container. (Organization is the top item in the hierarchy on the left of the Exchange Admin window.) Figure 9.
Data and Internet Integration 21. Data and Internet Integration Figure 10. Properties window, Exchange Object 3. Add \AltiGen_ (e.g. AltiGen_telesystem) account to the account list. 4. Change the accounts role to Service Account Admin from the Roles combo box (see Figure 10). 5. Repeat the above two steps for the Domain and Configuration containers. The name of Site is ITGTEST1. The name of Configuration is Configuration. 6.
To install Outlook 2000 to Corporate or Workgroup mode: 1. 2. Install Outlook 2000 from the Outlook 2000 or Office 2000 CD. During installation, you will be prompted to choose a mode (Internet Only vs. Corporate or Workgroup). Make sure you choose the Corporate or Workgroup mode. After installation is complete, start Outlook 2000 from Start! Programs. In the Microsoft Installer wizard, select Microsoft Exchange Server to install, then click Next to move to the next window. Figure 11.
Data and Internet Integration 1. 21. Data and Internet Integration To check the Outlook 2000 mode: Start Outlook 2000. Select Tools from the menu options. Figure 12. Outlook Tools menu 2. If there is a menu item Service, it means Outlook 2000 is in the mode of Corporate or Workgroup. You can move on to the next set of steps. If there is a menu item Accounts, it means Outlook 2000 is in the mode of Internet Only. Perform the following steps to change Outlook 2000 to the mode of Corporate or Workgroup.
4. Click Reconfigure Mail Support… to open the E-mail Service Options dialog box. Figure 14. 5. Email Service Options Select Corporate or Workgroup and click Next. When a dialog box pops up, click Yes. To configure an Outlook 2000 profile: 1. Start Outlook 2000. Select Services… on the Tools menu to open the Services dialog box. Figure 15. Outlook Services If Microsoft Exchange Server is in the list of services in this profile, proceed to “Enabling the Exchange Server” on page 21-22.
Data and Internet Integration Click Add to open the Add Service to Profile dialog box. Add Microsoft Exchange Server, Outlook Address book and Personal Folders to profile. Figure 16. Add Services to Profile 3. In the Microsoft Exchange Server dialog box that opens, type the Exchange Server name in the Microsoft Exchange Server field and the test mailbox name (e.g. AltiGen Assist) in the Mailbox field. 4. Click Check Name.
This completes setting up AltiContact Manager and Exchange server systems properly, and you are ready to enable the Exchange Integration feature. Please remember you MUST have completed the previous steps before moving ahead. Enabling the Exchange Server 1. Delete obsolete files from \altiserv\exe directory. a. From Windows NT Explorer, go to the \altiserv\exe folder. If mapi32.dll and gapi32.dll remain in this folder, delete them. 2.
Data and Internet Integration 3. In Exchange Administrator, ensure that for each mailbox in Microsoft Exchange Server to be synchronized, the First Name and Last Name are exactly as they appear in their corresponding extensions in ACM Administrator. Important:The Middle Initial field should be empty for Exchange Server mail accounts in order for Exchange Integration to work properly. Figure 18. Mail account configuration in Exchange Administrator 4.
Enable the Exchange Integration feature in ACM Administrator 1. In ACM Administrator, select Voice Mail Configuration from the System Management menu. 2. Select the Messaging tab, and under the E-mail Messaging Options, check the Synchronize with Exchange Server box only. Figure 19. 3. Messaging window, Voice Mail Configuration Enter the name of the Exchange Server (e.g. MAILSERVER) in the space provided and click Apply. This completes the configuration for the Exchange Integration feature.
Data and Internet Integration You can use some simple procedures to make sure that the Exchange Integration feature is working correctly. To test the integration, set up an extension in AltiContact Manager (e.g., 100) and its corresponding mailbox in Exchange server. Also, set up a PC with Outlook 2000 configured for this user. To Test Message Delivery to Exchange: 1. Leave a voice mail for extension 100. The message light illuminates. 2.
3. Click Show Profiles. For the test mailbox there should be profiles named such as AltiExch (e.g. AltiExchMAILSERVERAmyLee). If you don’t see any such profile, make sure that \altiserv\exe folder does not contain the files mapi32.dll or gapi32.dll. If these files exist, delete them, then stop and start the Exchange Integration Service.
Data and Internet Integration On the other hand, if you have less than 100MB of voice mails on the AltiGen server, the initialization will take less than 5 minutes. • When checking the profiles using the mail icon in the control panel of AltiContact Manager, you should see one account for each mailbox. You will see these profiles only if you are logged on as the AltiGen service account (e.g. AltiGen_telesystem).
To check the Windows NT version: Click the Start button, select Run, and type winver in the Run dialog box. This opens an About Windows dialog box that displays the version of Windows 2000 running on your system. It should say: Version 4.0 (Build 1381: Service Pack 6)….Revised Service Pack 6a If you have an older version of NT, upgrade to the latest version. Check http://www.microsoft.com/ntserver to get the latest service pack for Windows NT.
Data and Internet Integration 1. Select Start!Programs!Administrative Tools!Services. A Windows Services dialog box will be shown, as in this example. Figure 20. Windows Services window 2. Double-click AltiGen Switching Service COM Server to launch its Properties dialog. Figure 21. Service Properties dialog box AltiContact Manager Administration Manual 21-29 21.
3. In the Log On tab, set \AltiGen_ as the account. In this example, it is GOLDMINE\AltiGen_ALTIWARE4_1. If this account is not available, you must reinstall AltiContact Manager while logged in as a domain administrator with local administrator privileges. Exchange Server Prerequisites • Exchange Server 2000 software Important: When you install the Exchange Server, you must log in as the Domain Administrator, NOT the Local Administrator.
Data and Internet Integration To check that all Exchange Server Services Have Started: 1. Open the Control Panel and click the Services icon to view the Services window. Figure 22. Exchange Server Services Window 2.
Microsoft Exchange Administrator Configuration 1. From the Windows Start menu, launch Programs!Microsoft Exchange!System Manager to open the Exchange System Manager window. 2. In the Exchange System Manager window, expand the Servers to locate the Exchange 2000 server. Right-click its name to pop up a menu; select the Properties command to open the Properties dialog. 3. In the Properties dialog, select the Security tab and click the Add button to open a Select dialog. 4.
Data and Internet Integration 21. Data and Internet Integration Figure 24. Assigning permissions to the AltiWare server Checking the AltiGen Service Account Check to see that the AltiGen Service account has been added properly. 1. 2. From the Windows Start button, launch Programs!Microsoft Exchange!Active Directory User and Computers. In the left panel of the Active Directory User and Computers window, expand the domain name, then open the Users folder.
Installing Outlook 2000 Client on the AltiWare System (Same as settings for Exchange Server for Windows NT 4.0 Integration, follow steps under “Installing Outlook 2000 Client on the AltiContact Manager System” on page 21-17.) Enabling the Exchange Server (Same as settings for Exchange Server for Windows NT 4.0 Integration; follow steps under “Enabling the Exchange Server” on page 21-22.) Testing the Exchange Server Setup (Same as settings for Exchange Server for Windows NT 4.
Data and Internet Integration 21. Data and Internet Integration 1. Run Program> Exchange> System Manager>Server 2. Right-click on the name of Exchange Server to integrate.
3. Go to Properties > Security > Add > name of AltiGen Server linked up. In AltiContact Manager, enable the “Exchange Message Synchronization” check box in the Mailbox Setting of the user in Extension Configuration. Then, enable the “Synchronize With Exchange Server” checkbox and add the name of the Exchange server in the Messaging window of Voice Mail Configuration. To troubleshoot this integration, you may 1) run an Exchange Server Trace or 2) login to AltiContact Manager as Domain Administrator.
Data and Internet Integration • Internet Services Manager (IIS) 2.0 and 3.0: In the Microsoft Internet Services Manager!WWW (Running) settings, the Home directory is set to c:\altiserv\webmgmnt (where c:\ is the local drive on which AltiContact Manager is installed). In the Properties for this directory, the access privileges allow Read and Execute. • Internet Services Manager (IIS) 4.
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CHAPTER 22 AltiWeb System Requirements • Client/Server System only: AltiContact Manager 4.6 or higher running on Windows 2000 or Windows NT • Client System: Microsoft Internet Explorer 5.5 or better, or Netscape 4.7 or better, NetMeeting 3.01, and Sound Card • Web Server: Microsoft Internet Information Services (IIS) 4.0/5.0 AltiWeb Components Figure 1. AltiWeb Component Overview AltiContact Manager Administration Manual 22-1 22.
Installing AltiWeb Installing AltiWeb Make sure AltiContact Manager has been installed on the AltiContact Manager system and the link to TCP/IP is enabled before continuing with CDR Search setup. 1. Log in to the client machine using a domain account and make sure it is connected to the network on which AltiContact Manager is running. 2. Exit all Windows applications. 3. Insert the AltiWeb CD into the CD ROM drive of the IIS web server. 4. Run the Setup.
AltiWeb 6. Verify the physical location of the AltiWeb directory by right-clicking the Default Web Site, and selecting Properties. On the Home Directory tab of the Properties dialog, the Local Path field shows AltiWeb’s physical location on the drive (in this case C:\Inetpub\wwwroot\altiweb). 22. AltiWeb Figure 3. Local Path in IIS Properties dialog AltiWeb Directory Structure The AltiWeb directory contains the following subdirectories: • Applet—Sample files you can use to set up AltiWeb.
Installing AltiWeb • contactaltigen.htm—Customer Information page for use without IVR • customerid.htm—Page where caller enters customer ID • directory.htm—Template for creating an in-house AltiWeb directory (for internal use only) • IVR_top.htm—Frameset for top.htm and IVRApplet.htm • IVRApplet.htm—Sends connected information to the main AltiWeb applet • NetMeeting.htm—Error message indicating NetMeeting not found and providing opportunity to download • Nsapplet.
AltiWeb The IVR data comes from the IVR/Collect Digit action. 22. AltiWeb The Form Data come from the
Installing AltiWeb 1. A web caller browses the company web site and has a question regarding some product information. 2. The web caller clicks the "contact us" link on the web page. The Customer Information page (contactaltigen.htm) opens. Figure 5. Contactaltigen.
AltiWeb 3. The web caller enters the required information, then clicks the Submit button. The AltiWeb window (altiweb.htm) appears. 22. AltiWeb Figure 6. The AltiWeb window Note: If NetMeeting is not installed on the caller’s computer (or it’s not configured correctly), an error message displays. Note: This scenario directly dials a preset extension. You can also set the AltiWeb window to display a DialPad the caller can use to dial any extension. For details, refer to “Customizing Contactaltigen.
Installing AltiWeb 5. If the call goes to an AltiAgent user, the Caller Data window shows the Form Data and URL history. Figure 7. 6. Caller Data window in AltiAgent From this point, in addition to voice communication, the agent can push and share web pages with the caller. For procedures, refer to the section on “Viewing, Sharing, or Pushing Data” in the AltiClient Manual. Customizing Contactaltigen.htm You can use the Contactaltigen.
AltiWeb To alter form data: Using Notepad or another html editor, modify Contactaltigen.htm source code as follows: 1. Change the ServerIP. Set the value of the ServerIP to the IP address of the server on which AltiContact Manager resides. 22. AltiWeb 2. Set DialPad visibility. By default, the code is set to hide the Dial Pad (value = "0") and to dial a specific number (value = "300").
Installing AltiWeb 1. A web caller browses the company web site and has a question regarding some product information. 2. The web caller clicks the "contact us" link on the web page. The Customer Information page (contact.htm) opens. Figure 8. 22-10 Contact.
AltiWeb 3. The web caller enters the required information, then clicks the Submit button. The AltiWeb window (altiweb.htm) appears. 22. AltiWeb Figure 9. AltiWeb window with DialPad visible Note: If NetMeeting is not installed on the caller’s computer (or it’s not configured correctly), an error message displays. 4. Once NetMeeting successfully connects to an AltiGen VoIP port, the web caller sees the Customer Support page, and hears a prompt requesting the selection of Sales or Tech support.
Installing AltiWeb 5. The caller selects Sales, and the Customer ID window (customerid.htm) appears. Figure 10. 6. Once the caller enters the customer ID and clicks Submit, the Product ID window (productid.htm) appears. Figure 11. 7. Customer ID window Product ID window After the caller enters the product ID and clicks Submit, the web caller is routed to the proper extension.
AltiWeb 8. If the call goes to an AltiAgent user, the Caller Data window shows Form data, IVR data, and URL history. 22. AltiWeb Figure 12. 9. Caller Data window in AltiAgent From this point, in addition to voice communication, the agent and caller can share web pages. For procedures, refer to the section on “Viewing, Sharing, or Pushing Data” in the AltiClient Manual. Customizing Contact.htm You can use the Contact.
Installing AltiWeb To alter form data: Using Notepad or another html editor, modify Contact.htm source code as follows: 1. Change the ServerIP. Set the value of the ServerIP to the IP address of the server on which AltiWare resides. 2. Set DialPad visibility. By default, the code in contact.htm is set to show the Dial Pad (value = "1") and not to dial a specific number (value = "").
AltiWeb Configuring IVR for Scenario 2 Scenario 2 demonstrates how to use IVR in conjunction with AltiWeb. For example, when the web caller clicks the Submit button (1), Web Call connects and the Customer Support page appears. When the customer clicks Sales (2), the Customer ID (3) and Product ID (4) pages follow before the caller is put through. 22. AltiWeb IVR_top.htm 2 1 sales_cid.htm sales_pid.htm 3 4 Figure 13.
Installing AltiWeb Configuring IVR Note: For detailed instructions, refer to “IVR Configuration” on page 111. 1. Run IVR. 2. Select 0-expand tree. Figure 14. "0 - expand tree" window 3. Make the following entries, then click Apply. • Type an Item Name, if desired. • To assign a voice message, check Prompt and select the number of the appropriate message. • Check Push URL, and type the path of the page you want to display. • Select Level-Expand Tree in the Actions dropdown.
AltiWeb 4. Select 1-get digits. 22. AltiWeb Figure 15. 5. "1-get digits" window Make the following entries, and click Apply. • Type an Item Name, if desired. • Check Push URL, and type the path of the page you want to display (e.g., sales_cid.htm). • Select Adv.- Collect Digits from the Actions dropdown. • Set the Min. and Max. Lengths that the caller must enter. • Adjust the Web Call Response Timeout to give the web caller enough time to provide all meaningful information.
Installing AltiWeb 6. Select &-get digits. Figure 16. "& - get digits" window 7. Make the following entries, then click Apply. • Type an Item Name, if desired. • Check Push URL, and type the path of the page you want to display (e.g., sales_pid.htm). • Select Adv. - Collect Digits from the Actions dropdown. • Set the Min. and Max. Lengths that the caller must enter. • Adjust the Web Call Response Timeout to give the web caller enough time to provide all meaningful information.
AltiWeb 8. Select &-to extension. 22. AltiWeb Figure 17. 9. "& - to extension" window Make the following entries, then click OK. • Type an Item Name, if desired. • Select Call - To Ext/Workgroup from the Actions dropdown. • Select the Extension. Troubleshooting If a web caller cannot connect and an error message displays, the cause may be one of the following: Error Message Cause Server connection failed. Please try again later.
Uninstalling AltiWeb Uninstalling AltiWeb 1. From the Windows Start menu, select Programs Uninstall AltiWeb 4.6. AltiWeb 4.6 2. Click OK when the dialog box asks if you want to uninstall the program, and respond to any additional prompts. Alternatively 1. In the Control Panel, select Add/Remove Programs. 2. Choose AltiWeb 4.6 and click the Add/Remove or Change/Remove button, depending on which version of Windows you’re running. 3.
AltiWeb To receive updates from the Symantec LiveUpdate web site 1. Click on File menu and choose schedule updates 2. Check enable scheduled automatic updates and click Schedule button 3. Set it for Daily at 8:00 PM 22. AltiWeb To receive updates on the fly, Click on File menu and choose LiveUpdate and get the latest virus definition. Enable Real-Time Scan 1. Click on Configuration menu and choose File System Realtime Protection 2. Check Enable File System Realtime Protection 3.
AltiWeb Security 7. Check Exclude selected files and folders and click Exclusions button 8. Enable Check file for exclusion before scanning and click Files/ Folders button 9. Find and check Altiserv and Postoffice folders and click OK Schedule Daily Full Scan on all drives 1. Choose Edit menu and New Scheduled Scan 2. Edit the job name, ex, Daily Full Scan. Click Next 3. Set the frequency as Daily 9:00 PM and click Next 4. Check all the local hard drives and click Options 5.
CHAPTER 23 Using TAPI If your office has an off-the-shelf application for calling contacts without manually dialing the telephone's keypad that supports the Telephony Application Programming Interface (TAPI), you can install AltiGen’s TAPI gateway to use this functionality through your AltiContact Manager installation. An example of such an application would be Microsoft Outlook. AltiGen's TAPI implementation has two components: • TAPI Proxy Server - installed on the AltiContact Manager server system.
Installing TAPI Services • Network connection with TCP/IP enabled • A TAPI application (Phone Dialer, Outlook, etc.) Installing TAPI Services Note: Install the TAPI services (TAPI Proxy Server and TAPI Service Provider) after physically configuring your AltiContact Manager system. The TAPI Service Provider will automatically load the AltiContact Manager configuration.
Using TAPI Changing TAPI Configuration Parameters To change TAPI Configuration Parameters: On Windows NT, select Start > Settings > Control Panel > Telephony. On Windows 2000, select to Start > Settings > Control Panel > Phone and Modem Options. 2. On Windows NT, click on the Telephony Drivers tab. On Windows 2000, click on 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.
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Tools CHAPTER 24 Tools AltiContact Manager comes with the following tools for testing, diagnosing and configuring your system: • Work/Hunt Group Converter • Configuration Reader • Extension Checker • MVIP Test Tool • AltiDBReader • DINA Manager AltiContact Manager’s Work/Hunt Group Converter allows customers to convert workgroups to huntgroups or huntgroups to workgroups. To launch the Work/Hunt Group Converter, from the Services drop-down list, go to Utilities>Work/Hunt Group Converter.
Work/Hunt Group Converter Figure 1. Work/Hunt Group Converter The number of available agent licenses are displayed in the top right window. Workgroups and huntgroups are listed in the left window, member agents and non-agents are listed in the right window. The Work/Hunt Group Converter can be used to convert: • Agent to Non-Agent - if an agent belongs to any workgroup, it cannot be converted to non-agent.
Tools — voice recording setting — queue time threshold — queue overflow settings — queue announcement — agent announcement — 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.
Extension Checker Extension Checker Extension Checker is a tool checks the security status of every extension in your AltiContact Manager system.
Tools To use Extension Checker: 1. Launch Extension Checker from AltiWare>AltiWare Tools on the Windows Start button. 2. Select the security characteristics you want to check in the Show field group, described below. 24. Tools Figure 2.
MVIP Test Tool Status Description Attacked 8 consecutive false password attempts have been made Locked Extension has been locked by system due to attack or by System Administrator 3. Click Refresh. Extensions with the selected insecure characteristics will appear in the Extension List. 4. Make changes or advise extension user(s) to make changes.
Tools 4. If the MVIP Test encounters an error, click Yes or No to view the error report. 5. At the end of the test, the utility will provide pass or fail results. AltiDBReader AltiDBReader is a tool that allows you to view and export historical CDR data and Workgroup Statistics. You can also convert 4.0/4.0a CDR files (icc_cdr.dbf) for viewing in AltiDBReader. To use AltiDBReader: Launch AltiDBReader from AltiWare>AltiWare Tools from the Windows Start button. 2.
AltiDBReader For CDR DB searches, the Search window allows the following search parameters: • From - sets the desired start date to begin the search • To - sets the desired end date to end the search • Type - specifies the call type to search: All Calls, Answered Calls & Messages, Answered Calls, Messages, Unanswered Calls, Messages, Unanswered Calls, All Trunks Busy, Agent Login/out • Workgroup - allows user to specify workgroup number to search • Caller - specifies the caller as All, Extension or Trunk;
Tools • Acct Code - to further specify the search this search field, you may add matching digits in the empty field and set to an exact, like or pat (pattern) match. • Primary Sort - specifies the first sorting category the search results will be put into; select: Session ID, StartTime, CallerNum, CallerName, TargetNum, TargetName, AccountCode, DNIS or ExitState.
AltiDBReader 5. The search results appear in the fields on the right side of the main window. 6. To delete a DB folder, right-click on any DB folder (except “Current”) and select Delete DB. To Show/Export/Print Search Results Data: • To print the search results data, select the desired DB folder and click the Print button. • To show Advanced Call Info or Call Info, right click on any data field and scroll to the desired option. • To export the search results data as a .
Tools DINA Manager DINA Manager is GUI-based tool designed to help a customer configure several distributed AltiContact systems synchronously to work as just one AltiContact Manager system. The tool can be run on any server, local or remote to an AltiContact Manager system, which has a connection for access to all the servers that are desired to be managed.
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Basic Call Router & Call Router Advanced CHAPTER 25 Basic Call Router & Call Router Advanced Basic Call Router Basic Call Router is a call-handling tool included with AltiContact Manager software. Basic Call Router uses the ACM Administrator IVR and the AltiAPI Data Directed Routing (DDR) features to match incoming trunk call data against existing customer records that you build using the Basic Call Router GUI.
Basic Call Router To Configure/Run Basic Call Router: 1. Launch Call Router from Start>Programs. 2. Select Operation>Preference. 3. In the Preference window, enter the Server Name and Default Virtual Extension that Call Router will connect to, then click OK. 4. Click Start to run Basic Call Router. Then, enter the default virtual extension password. When Basic Call Router is stopped, you can create customer records and configure the server and login information.
Basic Call Router & Call Router Advanced Basic Call Router Customer Records To create customer records that will be used to route calls, select Operation>Customer Record to open the Custom Record List window. This window also allows you to view existing customer records, and modify/delete customer records. • Modify - opens the Customer Record dialog box to modify the record selected in the Record List. • Delete - deletes the record selected in the Record List.
Basic Call Router Creating Customer Records To create a customer record: 1. Select Customer Record from the Operation menu. (If Customer Record field is grayed out, stop Call Router.) 2. Click the Add button to open a new customer record or Modify to modify an existing record in the Record List window. 3. Select the data to match against customer records. • If the request message contains - lets you select Call Router Request data to match against the customer record.
Basic Call Router & Call Router Advanced 4. Select a Target action for Call Router to perform when Call Router Request data matches this record.
Basic Call Router • User Data (gathered from a response to an IVR prompt or another AltiLink Plus application) • Push URL (AltiWeb only) • the number of prompt to play to the callee 6. Enter a name for this record. 7. Click OK. Viewing Call Router History The Basic Call Router window gives a history of all incoming trunk calls to Basic Call Router. To specify Call Router History window content: 1. Choose Select Column from the View Menu. 2.
Basic Call Router & Call Router Advanced Call Route Request Data Note: Caller Entered Digits shows the IVR assignment for the workgroup that receives the call. If the workgroup’s IVR assignment is 5, this item shows “0 & 5”; is the IVR assignment is 3, the item shows “0 & 3,” and so on. The “0” indicates transfer to an IVR. Call Route Response Data The “Call Route Response” message, sent from Call Router to AltiContact Manager, contains the search results of the Call Route Request Message.
Basic Call Router Note: If no match is found between the Call Route Request Data and the routing rules, the call is routed according to the business rules that check monitored workgroups for the longest available agent, maximum service level, and minimum expected delay. Clearing Basic Call Router History Data To clear data from the Call Router History window: 1. In the directory where Call Router.exe resides, locate the Call Router.csv file. 2. Open Call Router.csv and delete all contents. 3.
Basic Call Router & Call Router Advanced Delay. • Add button - Click Add to log on to a workgroup whose incoming trunk call data you want to monitor. This opens a Log on Work Group dialog box. Enter the workgroup extension as the WorkGroup ID and Password, and enter the virtual extension’s password. (By default, the Extension ID field is grayed out.) • Delete button - click Delete to remove the selected workgroup from the display.
Call Router Advanced Note: The workgroup to which incoming trunk calls will be routed via Call Router must be assigned to the IVR whose Action is set to “Avd - Data Directed Routing, with Application set to the virtual extension you use to start Call Router. For further information on configuring IVR, refer to “IVR Configuration” on page 11-1 and the AltiAPI Programmer Guide. To Install Call Router Advanced: Run Call Router, select the Call Router Advanced and click Next.
Basic Call Router & Call Router Advanced To disconnect from this server, click the Disconnect button. Select Operation>Logon Info. 4. In the Logon Info window, enter the Server Name and Default Virtual Extension and Password, that Call Router Advanced will connect to, then click OK. (Optional) Check Auto Start Service to have Call Router start routing calls automatically, after the system restarts or after Call Router service has been stopped and restarted. 5. Click Start to run Call Router Advanced.
Call Router Advanced Call Router Advanced Route Rules To create route rules that will be used to route calls, select Operation>Route Rule to open the Route Rule List window. This window also allows you to view existing route rules, and modify/delete route rules. • Add - opens a Custom Record dialog box, where you can create a new record and build the conditions for the record. • Modify - opens the Customer Record dialog box to modify the record selected in the Record List.
Basic Call Router & Call Router Advanced • The Default Routing button opens a Default Routing Rule dialog box, where you can specify the action for Call Router to take if no match is found in the rules or in the database. Creating Route Rules To create a route rule: 1. Select Route Rule from the Operation menu. 2. Click the Add button to open a new Route Rule or Modify to modify an existing rule in the Rules List window. AltiContact Manager Administration Manual 25-13 25.
Call Router Advanced 3. Enter or modify the Rule Name in this field. 4. Select the data to match against routing rules. • If Callee Info contains - lets you select Call Route Request data to match against the customer record. a) Select “Match one” or “Match all” from the dropdown list. b) Select the items you want. c) Click in the Data column and type to specify the data. To manually specify data for an item, right-click the item, select Input data and enter information in the column.
Basic Call Router & Call Router Advanced For example, if you specify Call ID Data “510252*,” this will match all Caller IDs 510-252-xxxx. If you specify Call ID Data “510252????,” this will match all Caller IDs 510 252-xxxx. To specify data from an existing database, right-click the item, select From user database, and enter information in the DataSource dialog box. 5. Select a Target action for Call Router to perform when Call Route Request data matches this record.
Call Router Advanced • Tag name - for example, “password” (gathered from a response to an IVR prompt or another AltiLink Plus application) • Minimum Digits and Maximum Digits to collect • PSTN and Web Timeout values • IVR Data - for example, “username=Michael” (gathered from a response to an IVR prompt or another AltiLink Plus application) Note: Play WG Queue Status - if you select “Play WG Queue Status,” Call Router Advanced must log on as a workgroup extension with password and Call Router’s virt
Basic Call Router & Call Router Advanced Call Route Request Data Note: Caller Entered Digits shows the IVR assignment for the workgroup that receives the call. If the workgroup’s IVR assignment is 5, this item shows “0 & 5”; is the IVR assignment is 3, the item shows “0 & 3,” and so on. The “0” indicates transfer to an IVR. Call Route Response Data The “Call Route Response” message, sent from Call Router to AltiContact Manager, contains the search results of the Call Route Request Message.
Call Router Advanced Note: If no match is found between the Call Route Request Data and the routing rules, the call is routed according to the business rules that check monitored workgroups for the longest available agent, maximum service level, and minimum expected delay. Show Workgroup Status To view real-time data on incoming trunks to workgroup, select Show Workgroup Status from the View menu.
Basic Call Router & Call Router Advanced Enter the workgroup extension as the WorkGroup ID and password, and enter the virtual extension’s password. In the field for Default Wait Time in Queue, type in the desired minutes. (By default, the Extension ID field is grayed out.) Delete button - click Delete to remove the selected workgroup from the display. • Change Default Wait Time (in Call Router Advanced only) - click this button to change the default wait time associated with the workgroup queue.
Call Router Advanced Clearing Call Router Advanced History Data To clear data from the Call Router History window: 1. Go to the directory “Program Files/AltiGen/Call Router” where Call Router.exe resides, locate the Call Router.csv file. 2. Open Call Router.csv and delete all contents. 3. Save and close Call Router.csv. Additional Call Router Advanced Features Building SQL Queries To build an SQL query that Call Router will send to your database, use the CallerId Datasource dialog box.
Basic Call Router & Call Router Advanced To open the Datasource dialog box, right-click on a data Item you want to specify using information from an existing database. Select From user database: To build and SQL query: 1. Enter User Name and Password information for the database. 2. Enter information for the database you are querying against.
Call Router Advanced Replace the “No Action” level with “Call – to Ext./Workgroup,” and enter the workgroup extension number. For further information on configuring IVR, see “IVR Configuration” on page 11-1 and the AltiAPI Programmer Guide. If your organization has multiple workgroups and you want queue announcement for several or all of them, you must create separate rules for each, with workgroup extension information pertinent to each workgroup.
Basic Call Router & Call Router Advanced In ACM Administrator, you configure the IVR to which Call Router is assigned as shown below. (The example uses IVR 2.) Note that you must enter a different Item Name for each level. 25.
Call Router Advanced For Sales, you create a rule as shown below.
Basic Call Router & Call Router Advanced Similarly, for Support, you create a rule as shown below. 25.
Call Router Advanced In the Monitor window, click Add to log on to Sales, entering both the workgroup extension & password and the virtual extension & password you specified in the “IVR Sales Queue Announcement” rule: 25-26 AltiContact Manager Administration Manual
Basic Call Router & Call Router Advanced In the Monitor window, click Add to log on to Support, entering both the workgroup extension & password and the virtual extension & password you specified in the “IVR Sales Queue Announcement” rule: The Monitor window shows that Call Router is logged on to both workgroups. Calls to each workgroup will be checked against the rules and will trigger queue announcement if a match is found and all agents are busy. 25.
Testing Call Router Testing Call Router To test the performance of Call Router, you can access a test tool from the Call Router main menu. Call Router must be stopped in order to run the test. To test Call Router: 1. With Call Router function stopped, go to Test in the Tool drop-down list of the Call Router main menu for the Test dialog box. 2.
Basic Call Router & Call Router Advanced 4. After the test has finished, the title of the Test dialog box will be shown as “Test(Stopped).” AltiContact Manager Administration Manual 25-29 25. Call Router The total calls processed and average time per call will be updated in real-time during the test. The user will know how many calls were processed and the average response time per call at that time.
Testing Call Router 5. The Total calls that Call Router processed and Average response time per call of this test will be shown in the Result fields. Testing SQL Server Database To test SQL server database access performance of Call Router: 1. Add a database for the SQL server. For example, for a database “calldb” and table name “RTMCALL”, 10,000 records are added to the table. Note: Because the data of DDR request has hard coded.
Basic Call Router & Call Router Advanced 2. Add a data source to “ODBC” configuration in Windows. The “TestSQL” is the newly added data source. This data source is connect to the SQL server’s “calldb” database. 25.
Testing Call Router 3. In Call Router, add a rule to access database. The user can change the rule configuration to fit his own conditions. During the test, Call Router will use this rule to match the DDR request. When using this rule, Call Router will access the SQL server to execute the SQL query.
APPENDIX A Call Accounting Report Formats This appendix identifies the field codes for AltiGen’s CDR (Call Detail Reporting) records and the formats for the Station Message Detail Reporting (SMDR) specification support by AltiGen. The first tables describe CDR and RTM database elements, while the remainder of the section describes the SMDR format. A.
CDR Data Schema Table 1: CDR Call Format Database Element Definition Type Specification NodeID Server ID (System ID) assigned to an AltiServ system in AltiAdmin ULONG value: 1–100 SessionID Session ID: a unique number, usually 9 digits or larger, assigned by AltiWare to a call ULONG InternalCall Internal or external call UBYTE 0=External 1=Internal Direction Direction of the call (incoming or outgoing) UBYTE 1=None (logon/off) 2=Incoming 4=Outgoing (includes silent monitor, bargein) Start
Call Accounting Report Formats Table 1: CDR Call Format Database Element Definition Type Specification CallerPad Line’s physical address for an incoming call UCHAR (5) E.g.
Table 1: CDR Call Format Database Element Definition Type OutGoingW G Workgroup number for an outgoing call, as set in AltiAdmin or by agent at logon UCHAR (8) DNIS DNIS number for incoming call UCHAR (33) Tenant Tenant name for trunk UCHAR (31) AccountCod e Account code UCHAR (11) AADuration Duration in seconds an incoming call is connected to the Auto Attendant; multiple connections to AA in a single session produces multiple records ULONG RingDuratio n Duration in seconds a call is rin
Call Accounting Report Formats Table 1: CDR Call Format Database Element Definition Type Specification ExitState State when call is terminated ULONG (see boxed inset) Specification [documented (HEX)] - [data output (Decimal)] - [exit state definition] “0x0001” - 1 - Auto Attendant “0x0002” - 2 - Ring No Answer “0x0003” - 3 - Queue “0x0004” - 4 - Voice Mail (no VM recorded) “0x0005” - 5 - VM (VM recorded) “0x0006” - 6 - Connect “0x0007” - 7 - Logon “0x0008” - 8 - Logoff “0x0009” - 9 - All Trunks Bus
Table 1: CDR Call Format Database Element Definition Type Specification UserData Agent input UCHAR (255) CallEnd For indication of the last record of a call UCHAR LocalStartTi me Outgoing call: Timestamp when caller receives ringback, busy or connect signal String yyyymmddhhmmss String yyyymmddhhmmss Incoming call: Timestamp when AA picks up LocalEndTi me Timestamp when call is disconnected Table 2: CDR Logon-Off Format Database Element Definition Type Specification NodeID Server ID (
Call Accounting Report Formats Database Element Definition ExitState State when call is terminated Specification Type Specification ULONG (see boxed inset) [documented (HEX)] - [data output (Decimal)] - [exit state definition] “0x0007” - 7 - Logon “0x0008” - 8- Logoff “0x0018” - 24 - Ready “0x0019” - 25 - Not Ready LocalStartTi me Timestamp when workgroup logs in, logs out, is ready or not ready String yyyymmddhhmmss LocalEndTi me Timestamp when call is disconnected String yyyymmddhhmmss Ta
Database Element Definition Type Specification ExitState State when call is terminated ULONG (see boxed inset) Specification [documented (HEX)] - [data output (Decimal)] - [exit state definition] “0x0020” - 1 - Wrap up LocalStartTi me Timestamp when wrap up starts String yyyymmddhhmmss LocalEndTi me Timestamp when wrap up stops String yyyymmddhhmmss A-8 AltiContact Manager Administration Manual
Call Accounting Report Formats RTM Data Schema Table 4: RTM Data Format Database Element Definition Type Specification/ * CDR Client Field NodeID Server ID (System ID) assigned to an AltiServ system in AltiAdmin ULONG value: 1–100 Date Day information ULONG * Time value Time Time interval short minutes Workgroup Data * Period value WGNum Workgroup Number UCHAR (8) MaxWaitTim eInQ Longest waiting time in queue during searched time interval short PeakQLength Maximum queue length since
RTM Data Schema Table 4: RTM Data Format Database Element Definition Type Specification/ * CDR Client Field InCallDurati on Duration of incoming calls (NumInCall), starting from the time an agent answers a call until the call is disconnected or transferred out of the WG ULONG * Calls Answered Duration NumOutCall All outgoing trunk and stationto-station calls that entered “Connected” state short * Outgoing Calls OutCallDurat ion Duration of outgoing calls (NumOutCall); from the time the call en
Call Accounting Report Formats Table 4: RTM Data Format Database Element Definition Type ServiceLevel Service Level Specification/ * CDR Client Field number of calls in queue - X / # of calls in queue X = number of calls in queue exceeding threshold *ServiceLevel is not an accumulated value, it is recorded at a specific point in time.
RTM Data Schema Table 4: RTM Data Format Database Element Definition Type Specification/ * CDR Client Field OutCallDurat ion Duration of outgoing calls (NumOutCall); from the time the call enters “Connected” state until disconnect ULONG * Outgoing Calls Duration NumWrapUp Number of times agent entered Wrapup, where Wrapup lasts from agent-set “Not Ready” to “Ready” status short * Wrapup WrapUpDura tion The amount of time for Wrapup, where Wrapup lasts from agent-set “Not Ready” to “Ready” stat
Call Accounting Report Formats Table 4: RTM Data Format Database Element Definition Type extHoldDurat ion Total duration of nonworkgroup hold count ULONG NumNotRead y Number of not ready, not including wrap up short NotReadyDur ation Total duration of the not ready period ULONG LocalDate Date String DND Times Number of times agent entered DND ULONG DND Duration Total duration of the DND period ULONG Specification/ * CDR Client Field yyyymmdd Agent Per Workgroup NodeID Server ID (Sys
RTM Data Schema Table 4: RTM Data Format Database Element Definition Type Specification/ * CDR Client Field InCallDurati on Duration of incoming calls (NumInCall), starting from the time the agent answers a call until the call is disconnected or transferred out of the WG ULONG * Calls Answered Duration NumOutCall All outgoing trunk and stationto-station calls that entered “Connected” state short * Outgoing Calls OutCallDurat ion Duration of outgoing calls (NumOutCall); from the time the call e
Call Accounting Report Formats SMDR Reporting Format Besides the CDR format, AltiServ reports telephone information in the Station Message Detail Reporting (SMDR) format to an application through the COM port. The SMDR format and sample entries for the specification are described below. In AltiWare’s reports, internal extension-to-extension calls are not logged; neither are outbound calls of less than 15 seconds duration.
SMDR Reporting Format Extension Calls Out Format: 09/01 08:12P 00:00:33 109 (Start, Length) 2526352 Field 0411 Format (0, 1) space (1, 5) date (6, 1) space (7, 6) start time (13, 1) space (14, 8) duration (22, 1) space (23, 4) calling party (27, 6) space (33, 26) called number (59, 2) space (61, 4) trunk PAD number (72, 8) account code (80, 1) delimiter 12345678: Notes mm/dd hh:mmP P = pm, A = am hh:mm:ss xxyy x = board numb. y = channel numb.
Call Accounting Report Formats Calls Initiated by Extension A (Column A) VM make call to Trk Y 1/18 05:58P 00:00:15 100 3210002 0001 5 ### to Ext B (WG B, Virtual B) and VM make call 11/18 05:59P 00:00:23 111 3210002 0100 6 Ext B S-transfer to Trk Y* (see examples) 11/18 06:00P 00:00:22 111 3210002 0001 7 Ext B B-transfer to Trk Y* (see examples) 11/18 06:01P 00:00:18 100 3210002 11/18 06:01P 00:00:05 0001100 0100 100 8 To Trk Y then transfer to Ext B 11/18 06:02P 00:00:27 100 3210002
SMDR Reporting Format Calls Initiated by Trunk X to Extension B (Column B) 3 Ext B ONA to Trk Y 11/18 06:15P 00:00:12 0100 11/18 06:16P 00:00:00 0100 3210001 3210001 100 4 VM make call to Trk Y 11/18 06:18P 00:00:29 100 11/18 06:18P 00:00:58 0100 3210001 3210001 100 100 5 ### to Ext B (WG B, Virtual B) and VM make call N/A 6 Ext B S-transfer to Trk Y* (see examples) 11/18 06:19P 00:00:21 0100 11/18 06:20P 00:00:41 0100 11/18 06:20P 00:00:23 3210 3210001 3210001 3210002 100 TRK0 0001 7 Ex
APPENDIX B E1 R2 CAS Installation This appendix describes the configuration procedures necessary to implement E1 R2 digital signaling for European, Pacific Rim, and other emerging markets.
CD Bits Handling is selected to "CD = 01". If all configurations are correct, the status of trunk line should be shown as “OK.” Step 2: Data Link Layer In the T1/E1 Configuration window, the Span type selection should be E1 CAS. In the E1 R2 setting field, select the switch mode according to your country.
E1 R2 CAS Installation Step 3: Signaling Layer Depending on your country and it’s corresponding trunk property, in the Triton E1 Trunk Configuration dialog box, configure the following fields: • Set Calling Party Category to - the Calling Party Category indicates the type of calling party, (e.g. operator, pay phone, priority, ordinary subscriber). Select 1, 2 or 3 (for ordinary subscribers, refer to Table 1). If the suscribed line is intended for other purposes, contact your CO for the proper value.
Table 1: Foreign Countries/Signaling Values Country Chile/Nacional MFCR2 Signaling Values 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 *
E1 R2 CAS Installation Table 1: Foreign Countries/Signaling Values Country Signaling Values 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/DNI
Table 1: Foreign Countries/Signaling Values 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 * Ca
E1 R2 CAS Installation Table 1: Foreign Countries/Signaling Values Country Signaling Values 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 shown): DID/DN
Table 1: Foreign Countries/Signaling Values Country Venezuela / Nacional MFC-R2 Signaling Values 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
Product Repair Services & Technical Support This appendix describes AltiGen technical support policy and procedures. It also covers repair and replacement procedures that the user should follow when returning or replacing defective equipment.
Repair and Replacement How To Reach AltiGen Technical Support Contact AltiGen technical support by any of the following methods: • CALL 510-252-9712 and follow the prompts. This is available to Authorized AltiGen Dealers and Distributors only. Your call will be answered by one of AltiGen’s Technical Support Representatives or routed to the Technical Support Message Center if no one is available to answer your call. Your call will be returned promptly, within two (2) hours under normal circumstances.
Product Repair Services & Technical Support For Depot Repairs, the product(s) will be returned to the sender. Products Returned After Warranty Expiration Products returned after the Warranty Period will be repaired or replaced, at AltiGen discretion, under the, then current, price schedule. Out of warranty repairs are warranted for 90 days from date of return shipment to the customer.
Repair and Replacement Standard Product Warranty Failures beyond the first 24 hours of initial power up, including Early Life Failures, shall not be considered under the DOA provisions. • All products provided under the Standard Product provision will be new or, reconditioned to adhere to the same, form, fit and function as the product being replaced. • Advance Replacement services are available for Out of Warranty products. A $300.
Product Repair Services & Technical Support • Proof of Purchase To initiate an Advance Replacement order: Contact AltiGen Communication’s Repair Technical Support Department at (510) 252-9712 between 8:00 AM and 5:00 PM (PT). If the call arrives outside of the normal working hours and a message is left, an AltiGen Communication’s representative will return the calls during the next normal business day.
Repair and Replacement Terms and Conditions 1. Exceptions and Notice of Non-Repairable Equipment Equipment returned for repair (whether in or out of Warranty), which is found to be damaged, or at AltiGen’s sole discretion are, beyond economical repair, will either be returned to the user or scrapped by AltiGen at the user’s option. AltiGen will notify the sender and request instruction for disposition. Test and freight charges may apply.
Product Repair Services & Technical Support 6. Hardware Limitations AltiContact Manager Administration Manual C-7 C. Product Repair & Technical Support Products, which are not manufactured by AltiGen, may not be returned to AltiGen, and should be returned directly to the original manufacturer for repair. AltiGen will not be responsible or guarantee the safekeeping of any third party equipment deliveries. Altigen will not coordinate the repairs or the forwarding of any such equipment to other vendors.
RMA Form RMA Form One article per RMA Issued initiating any repair level service. To initiate a repair order, contact AltiGen Communications’s Technical Support Department at (510) 252-9712 between 8:00 AM and 5:00 PM (PST) or e-mail support@altigen.com. The following information must be provided at the time of your request. In/Out of Warranty Repair Request Form FOR ALTIGEN USE ONLY RMA # Tech Support Rep: Adv. Replacement: YES ! NO ! Proof of Purchase Required: A.R.
Product Repair Services & Technical Support BILL TO INFORMATION Attn:________________________________________________________________________________ Address:_____________________________________________________________________________ City/State/ZIP Code:____________________________________________________________________ Phone Number:________________________________________________________________________ SHIPMENT METHOD: STANDARD ! EXPRESS ! WARRANY STATUS: UNDER WARRANTY ! WARRANTY EXPIRED ! PRODUCT I
RMA Form B-10 AltiContact Manager Administration Manual
Glossary A AC - Alternating Current. AltiConsole - a personal computer-based Attendant console connected to the AltiServ over the network that emulates a standard hardware-based Attendant console through software and has the flexibility of adding new features through software without changing the hardware. AltiSpan - link from the AltiServ base to the system extension that allows for passing Caller ID. AltiWare - the system software that is used by AltiGen’s Quantum products.
Central Office (CO) - a switching system that connects lines to lines, lines to trunks, and trunks to trunks. These systems are operated by local telephone companies. The term sometimes refers to a telephone company building in which a switching system is located and sometimes includes other equipment (such as transmission system terminals). Centrex (CTX) - a business telephone service offered by a local telephone company from a local central office.
DC - direct current. The flow of free electrons in one direction with an electrical conductor, such as wire. Default - the preset value from the factory or the software writer that the program or equipment comes with. In the absence of any other command from the user, it will work with default values. DID - Direct Inward Dialing. digit - a single whole number between 0 and 9.
Ethernet - a communications protocol used in local area networks to connect computers, terminals, printers, etc., typically located within the same building. Ethernet operates over twisted wire and over coaxial cable at speeds up to 10 megabits per second. Ethernet is a physical link and data link protocol reflecting the two lowest layers of the DNA/OSI model.
ground start - a type of start signaling on a subscriber’s trunks in which the ring (minus side) is grounded (ground start) to get dial tone. GUI - Graphical User Interface. H hard disk - a sealed mass storage unit used for storing large amounts of data. Hertz - cycles per second. Abbreviated as Hz. http or HTTP - Hypertext Transfer Protocol. The Internet protocol used to manage communications between Web clients (browsers) and servers. Hunt group - see Workgroups. Hz - see definition for Hertz.
L Language Server - allows the ability to record and play phrases in different foreign languages without requiring any software changes. Local address - an address used in a peripheral node or station in place of a network address and transformed to or from a network address for delivery purposes. Logoff - the procedure by which a user disconnects from a program or session. Logon - the procedure by which a user begins a program or terminal session and gains access to the AltiServ or Quantum system.
network address - An identifier for a node, station, or unit of equipment in a network. network domain - a set of workstations and servers that share a security account manager database and can be administered as a group. A user with an account in a particular network domain can log onto and access his or her account from any system in the domain. numbering plan - the method of assigning NNX codes to provide a unique telephone address for each subscriber, special line, or trunk destination.
P PABX - Private Automatic Branch Exchange. A private branch exchange (PBX) that provides access to and from the public telephone network without operator intervention. PBX - Private Branch Exchange. A switching system providing telephone communications between internal stations and external networks. PCM - Pulse Code Modulation. physical extension - is associated with a physical port and device.
Protected subsystems - integral subsystems that perform important operating system functions, such as security subsystems among others. protocol - A set of rules and conventions by which two computers pass messages across a network medium. Networking software generally implements multiple levels of protocols layered one on top of the other. Q queue - a collection of calls waiting to be served. Queued calls in AltiWare are handled on a first-in, first-out basis. R RAM - Random Access Memory.
SMTP - Simple Mail Transfer Protocol. Protocol for sending Internet email. station - any location wired to accept a telephone, sometimes referred to as an extension. Also another name for a place where a call can be answered. It may be a telephone, an Attendant console, a PC, or any other device. subscriber - a user or connection. The line from a telephone to a switch.
U UCA - Universal Communication Architecture. UPS - Uninterrupted Power Supply. A backup battery module attached to a computer that allows memory contents to remain intact long enough for the operating system to perform an orderly system shutdown if a power outage occurs. USB - Universal Serial Bus. V virtual extension - an extension not associated with a physical port that allows for guest access to the AltiGen Voice Mail System features and telephone sharing environments.
G-12 AltiContact Manager Administration Manual
Index Index A AltiContact Manager Administration Manual I-1 Index About icon 4-4 access restriction 1-19 system 4-10 access code 7-3 account code 1-6 ACD 1-24 call handling 15-19 ACM Administrator 1-22 installation 3-45 login 3-46 adding a huntgroup 14-4 adding or changing hardware 3-47 address AltiGen Communications, Inc.
Index AltiWeb.cab 22-4 AltiWeb.htm 22-4, 22-7, 22-11 AltiWeb.
Index routing 12-5 signal format 13-11 T1 1-21 caller ID receive, on trunk 7-7 caller ID routing 1-7, 12-1, 12-5 CallRouter Advanced 25-1 Basic 1-26, 25-1 calls, blocking all outgoing 5-14 card ID 4-6 CDR 1-20, 5-16, A-1–A-17 session A-17 CDR Search 1-14 CenterAdmin main window 4-2 central office G-2 Centrex G-2 Centrex transfer 7-5 change hardware 3-47 change password 4-11 changing hardware 3-47 changing password 4-11 channel 4-7 channel service unit 6-13, 6-15 child windows 4-5, 4-10 circuit G-2 client s
Index configuration 13-26 agent 13-1 apply to feature 1-19 audio peripheral 5-27 firewall 9-9 huntgroup 14-1 IP dialing table 9-1 IP extension 13-8 music on hold & recorded announcements 5-28 network 6-10 out call routing 10-1 overhead paging 5-30 Quantum board 6-2 system business hours 5-8 call restrictions 5-12 extension length 5-5 numbering plan 5-4 work days 5-9 system speed dialing 5-11 TCP/IP 21-5 Triton Analog Station Board 6-4 Triton T1/PRI Board 6-11 Triton VoIP Board 6-7 voice mail 8-1 configure
Index E E&M 6-12 echo cancellation 1-22 echo suppression 1-22 email 8-4, 21-9 client setup 21-9 forwarding 1-19 integration with Exchange server 8-5 Internet 21-4 name 13-20, 14-12, 15-11 setup 21-4 email messaging options 8-4 email services 8-4 emergency numbers 5-26 Emergency Repair Disk for Windows NT 3-45 enable multiple call waiting 13-31 One Number Access 13-32 enable distinctive ring 5-3 enable intercom 13-6 enable live call handling 1-9, 13-31 enbloc dialing 7-5, 9-4 en-bloc trunks reducing dialin
Index F failover routing 1-15, 11-9 faststart enable 7-14 FCC statement 3-xv feature access 5-6 feature tips 1-8 enabling/disabling 13-38 features AltiServ 1-22, 1-24 file server G-4 files backup 19-2 firewall 6-10 configuration 9-9 first digit 5-4 first time login 4-10 flash G-4 forced account code 13-6 foreign exchange subscriber (FXS) 7-16 form data 22-4 form data, altering 22-9, 22-14 formats CDR A-1–A-17 forwarding mail 1-19 FSK 7-10, 13-11 FSK-based message waiting 1-8 functional specification 2-4 FX
Index I IP dialing table 9-1, 9-26 IP extension 13-8 IP extensions 1-23, 13-1 IP Phone Service 1-23 IP trunk access code 9-25 appearance 6-11 configuration 9-25 number code 5-6 IP Trunk Access 5-7 IP trunk current traffic statistics screen 4-9 IP trunk traffic window 4-9 IP trunk, number plan 5-6 ISDN setting TEI 6-26 ISP 9-8 Item Name 11-6 IVR actions 11-7 beginning prompt 11-7 configuring 22-16 features 1-12, 1-15 9-level menu 1-15 dial by name 1-15 direct station transfer 1-15 multiple attendant suppor
Index average statistic 20-4 buffer 1-23 Jitter Buffer 9-8 jitter buffer 7-14, 7-15 K keys, CDR data elements A-1–A-17 L liability 3-xv limitations 2-11 line properties Quantum 13-10 link session ID number A-2 live call handling 1-9, 13-31 location format 4-7 log entries 4-9 log level 20-3 logging outbound workgroup calls 13-17, 14-10 login first time 4-10 workgroup 1-14 Login and Logout icons 4-4 login, logout 4-1 logout workgroup 1-14 logout reason codes 12-5 loop current 2-3 loop start 7-7, G-6 M ma
Index mounting panel G-6 moving system 3-47 multilink 9-9 multiple call waiting 1-9, 13-31 multiple data message format (MDMF) 7-9, 13-11, 13-12 multiple workgroup membership 1-12 music on hold 1-9 configuration 5-28 MVIP G-6 MVIP clock master, and T1 Clocking 6-21 MWI enable, message waiting indicator enable 7-14 N O offline registration 3-45 old versions 3-3 One Number Access 1-9, 1-24, 13-32, 13-35, G-7 online help 4-3 online license registration procedures 3-29, 3-38 Operator Extension 5-4 operator g
Index P Packets Lost 4-10 Packets Received 4-10 Packets Sent 4-10 pager notification 13-24, 14-15, 15-14 paging 1-10, 5-30, 7-4 Party1PAD A-9 password 3-46, 4-1 changing 4-11 extension 13-5 workgroup 15-3 password, change 4-11 PBX features account code 1-6 business hours 1-6 call forwarding 1-6 call park 1-7, 1-10 call pickup 1-9 call waiting 1-10 caller ID 1-7 conference call 1-7 distinctive ringing 1-8 do not disturb 1-8 FSK-based message waiting 1-8 music on hold 1-9 One Number Access 1-9 overhead pagin
Index POP3 21-2, G-8 SMTP 21-2 TCP/IP 21-1, 21-5 TCP/IP configuration 21-5 transport protocol 21-1 PSTN 9-25 push web URL 11-7 Q R readme.
Index route access, number plan 5-6 route definition 10-1 router 9-9 routing caller ID 12-5 DNIS 12-3 RTM External Logger 1-20 RTP & RTCP 6-10 RTP/RTCP definition 6-10 run ACM Administrator 3-46 S safety 3-xviii electricity 3-xx sales_cid.htm 22-4 sales_pid.
Index system requirements 2-1, 22-1 T T1 caller ID 1-21 channel assignment 6-13 DID 1-21 equipment information 6-12 service parameters 6-12 service request information 6-12 signaling protocol 7-16 types of services 6-13 with Voice 6-12 T1 clock 6-21 T1 service 6-12 T1 signaling dialing delay 7-16 T1/E1/PRI features 1-21 T1/PRI troubleshooting 6-27 T1/PRI configuration button 6-20 T1/PRI features ANI/DNIS Transport over Tie Trunks 1-21 hop off calls over Tie Trunks 1-8 TAPI definition G-10 support 1-5 TCP
Index Call Router 25-28 Third party applications 3-3 tie trunk 7-5 tie trunks 5-14 toll call prefix 5-25 toll call prefixes 5-25 toll prefix 5-26 toll restrictions 1-7, 5-12 toolbar 4-4, 4-10 tools 24-1 Top.
Index uninterrupted power supply (UPS) 2-3 update prompts 5-30 upgrading AltiWare OE 3-18 UPS 2-3 URL history 22-4 User Account 3-3 user interface 4-1, 4-11 voltage based call indicator 13-11 7-10, W V AltiContact Manager Administration Manual I-15 Index View menu 4-3 view window call log 4-9 View windows 4-5, 4-10 virtual extension 13-1 definition G-11 voice compression 1-22 encoding 1-22 quality 1-22, 6-10 voice mail call forwarding from 1-16 configuration 8-1 distribution list 1-17, 1-21 distribu
Index skill setting 15-8 wrapup 4-8 Z zero code suppression 6-20 Bell 6-20 GTE 6-20 Jam Bit 8 6-20 Zoomerang 1-24 Index AltiContact Manager Administration Manual I-16
Index Index AltiContact Manager Administration Manual I-17
Index I-18 AltiContact Manager Administration Manual
Readers Comment Form AltiWare OE Release 4.6 AltiContact Manager Administration Manual Please use this form to provide comments about this publication, its organization, or the subject matter. Suggestions for improvement or enhancements to our documentation are always welcome. On a scale of 1 to 5, 1 is the lowest score and 5 is the highest score. Please complete the following questionnaire.
COMMENTS: Mail to: AltiGen Communications, Inc. 47427 Fremont Blvd. Fremont, CA 94538 Or Call us at: (510) 252 - 9712 Fax us at: (510) 252 - 9738 E-Mail us at: docs@altigen.
