Specifications
Table Of Contents
- Preface: About This Manual
- Overview
- Key AltiContact Manager Characteristics
- Call Center/IP PBX Features
- Automatic Call Distribution Features
- IVR Features
- AltiGen Voice Mail Features
- Internet Integration Features
- System Administration Features
- T1/PRI/E1 Features
- Voice over IP Features
- Voice over IP Session Support AltiContact Manager Features
- AltiWare Tools
- Optional Add-On Software
- Optional Add-On Products
- Optional Kits
- Key AltiContact Manager Characteristics
- System Requirements
- Hardware Requirements
- System Key Requirement
- Selecting the AltiContact Manager Platform
- Minimum System Requirements
- Proper Grounding and Loop Current
- Uninterruptible Power Supply (UPS)
- Operating Environment
- AltiGen Telephony Boards
- Functional Specifications
- AltiGen Board Installation
- AltiGen Board Options
- System Limitations
- Power Requirements
- Heat Factor
- Installing a Cooling Fan
- Proper Board Handling Procedures
- Electrostatic Discharge (ESD) Warning
- Operating Environment
- Packaging for Shipment and Storage
- AltiContact Manager Conference Resource Limits
- Software Installation
- Software License Activation and Registration
- New Installation
- Upgrading AltiWare OE
- License Activation and Registration Process
- Online License Registration Procedures
- Manual Online License Registration Procedure
- Offline Registration Procedures
- Windows Emergency Repair Disk
- Installing ACM Administrator on Remote Systems
- Running ACM Administrator
- Shutting Down AltiContact Manager when Changing or Adding Hardware
- Transferring the AltiContact Manager to Another Server Chassis
- AltiContact Manager Uninstall
- Software Installation Troubleshooting
- Getting Around ACM Administrator
- System Configuration
- Setting General Parameters
- Setting a System Number Plan
- Setting Business Hours
- Routing Calls on Holidays
- Configuring System Speed Dialing
- Defining System Call Restrictions
- Creating Account Codes
- Setting up Call Reports
- Using a Tenant Table
- Country Relevant
- CT-Bus Clock Configuration
- Audio Peripheral Configuration
- Board Configuration
- Trunk Configuration
- Voice Mail Configuration
- VoIP Configuration
- Defining an IP Dialing Table
- Setting VoIP Codecs
- Network Configuration Guidelines for VoIP
- Network Configuration Guidelines for the Alti-IP 600
- Configuration Guidelines for NAT
- Firewall Considerations
- Setting up H.323 Traffic Forwarding for H.323 NAT
- Setting Up an AltiContact Manager-to- AltiContact Manager IP Network
- Out Call Routing Configuration
- IVR Configuration
- CallCenter Configuration
- Agent Configuration
- Huntgroup Configuration
- Workgroup Configuration
- Setting Up IP Extensions
- Alti-IP 600 Phone Configuration
- Application Extension Configuration
- System Data Management
- System Report Management
- Data and Internet Integration
- AltiWeb
- Using TAPI
- Tools
- Basic Call Router & Call Router Advanced
- Call Accounting Report Formats
- E1 R2 CAS Installation
- Product Repair Services & Technical Support
- Glossary
- Index
- Readers Comment Form

AltiContact Manager Administration Manual 1-1
1. Overview
C
HAPTER
1
Overview
AltiContact Manager
™
is AltiGen’s new powerful turnkey, hardware/
software multi-channel IP Contact Center platform targeted at the formal
small to midsize contact center market of 10-500 agents. The product is
designed to provide contact centers with the essentials to service, respond
and track performance of contact professionals. Since AltiContact
Manager, or ACM, is IP-enabled and modular, call-centric businesses are
protected against growing out of their investment. A single platform with
an easy to use graphical user interface for business and contact center
professionals designed to increase overall productivity.
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. Companies now can deploy a VoIP
enabled contact center solution in days versus months.
AltiContact Manager is comprised of:
• AltiContact Manager Platform for five 99999’s uptime
•ACMSoftware
• 12 Agent seats
• 12 AltiAgent Client sessions
• Industrial Chassis Intel 2.0 GHz Pentium IV
• Windows 2000 Server
•512MBRAM
• 3X18GBSCSIRAID5harddiskdrives
• 2 x 400 watt redundant hot swap power supplies
•3hotswapfans
• Centralized administration with easy-to-use GUI
• Skills-based routing among 8 different call distribution choices