Specifications

ManualsBrandsAltigen ManualsComputer equipmentAltiContact Manager Version 4.6

Table Of Contents

Preface: About This Manual
Overview
- 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
Software Installation
- AltiContact Manager as an NT Service
- Preparing to Install AltiContact Manager
  - Firewall Considerations
Software License Activation and Registration
- Licensing
- Registration
  - Dealer Installation ID
  - Registration Methods
- Upgrades
New Installation
- Before New Installation
- To Begin New Installation
Upgrading AltiWare OE
- Before Upgrade
  - Backup Database
  - Shutting Down the AltiGen Switching Service
- To Begin Upgrade
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
- AltiContact Manager Administrator
  - Logging in for the First Time
- The AltiContact Manager Main Window
  - The Main Menu
  - Quick Access Toolbar
- The View Windows
- Logging In
- Changing the Password
- Stopping the AltiGen Switching Service
System Configuration
- Setting General Parameters
- Setting a System Number Plan
  - Assigning Trunk, Feature, IP Trunk, & Route Access
- Setting Business Hours
- Routing Calls on Holidays
- Configuring System Speed Dialing
  - Adding Names and Comments
- Defining System Call Restrictions
- Creating Account Codes
  - Adding and Deleting Account Codes
- Setting up Call Reports
- Using a Tenant Table
  - Configuring the Tenant Table
  - Modifying the Tenant Table
- Country Relevant
- CT-Bus Clock Configuration
- Audio Peripheral Configuration
Board Configuration
- Using the Triton Resource Board
- Configuring the Quantum Board
- Configuring the Triton Analog Station Board
- Configuring the Triton Analog Trunk LS/GS and LS Boards
- Configuring the Triton VoIP Board
- Configuring the Triton T1/PRI Board
Trunk Configuration
- Selecting Trunks to Set Attributes
- Setting General Trunk Attributes
- Incoming Call Routing
- Outgoing Call Blocking
Voice Mail Configuration
- Managing Messages
- Creating Distribution Lists
  - Defining a Distribution List
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
  - IP Phone Configuration
  - H.323 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
- Working with Route Definitions
- Setting Default Routes
  - About Call Routing and 911 Calls
- Setting Dialing Pattern Routing
IVR Configuration
- Planning is Essential
- Example: IVR Planning
- Adding IVRs
- Editing IVRs
  - Configuring Menu Items
  - Making IVR Assignments
- Phrase Management
CallCenter Configuration
- Caller ID Routing
  - Adding and Deleting Caller ID Route Entries
  - Defining the Routing
- DNIS Routing
  - Adding and Deleting DNIS Route Entries
  - Defining the Routing
- Agent Logout Reason Codes
- Call Recording
Agent Configuration
- Setting up Extensions
- Setting Up Groups
- Setting up Station Speed Dialing
- Setting the Mailbox Options
- Setting Message Notification Options
- Configuring Calling Restrictions
  - Setting Call Restriction Options
  - Setting Other Call Restrictions
- Setting Answering Options
- Configuring One Number Access
- Setting Up Monitor Lists
  - Configuring a Monitor List
- Feature Tips
Huntgroup Configuration
- Setting Up Huntgroups
  - Adding a Huntgroup
  - Establishing Basic Huntgroup Attributes
- Establishing Huntgroup Membership
- Setting Huntgroup Mail Management
- Setting Message Notification Options
- Setting Call Handling Options
- Setting Queue Management Options
Workgroup Configuration
- Creating a Workgroup
- Establishing Basic Workgroup Attributes
- Service Level Threshold
- Centralized Workgroup Recording Options
- Establishing Workgroup Membership
  - Automatic Log In/Out
- Skill Setting Assignment
- Setting the Mailbox Options
- Setting Message Notification Options
- Setting Call Handling Options
- Queue Management
Setting Up IP Extensions
- AltiGen IP Phone Service
- Intercom with IP Phones
- IP Connections and Voice Quality
- System Requirements
- Configuration
  - AltiAdmin
  - Clients
Alti-IP 600 Phone Configuration
Application Extension Configuration
- Application Extension Setup
  - Application Failover Plan
  - Application Information
System Data Management
- Using Backup and Restore
- Backing up Files
- Scheduling Backups
- Restoring Backed up Files
System Report Management
- System Summary Report
- System Log
- IP Cumulative Traffic Statistics
Data and Internet Integration
- Network Protocol and Addressing
- Setting Up Email Service
- Setting up an Exchange Server
- Exchange on Windows 2000
- About AltiReach Configuration
AltiWeb
- System Requirements
- AltiWeb Components
- Installing AltiWeb
  - Configuring IVR
  - Troubleshooting
- Uninstalling AltiWeb
- AltiWeb Security
  - Symantec Norton AntiVirus Corporate Edition 7.5
Using TAPI
- System Requirements
- Installing TAPI Services
- Changing TAPI Configuration Parameters
Tools
- Work/Hunt Group Converter
- Configuration Reader
- Extension Checker
- MVIP Test Tool
- AltiDBReader
- DINA Manager
Basic Call Router & Call Router Advanced
- Basic Call Router
- Call Router Advanced
  - Additional Call Router Advanced Features
- Testing Call Router
  - Testing SQL Server Database
Call Accounting Report Formats
- RTM Data Schema
- SMDR Reporting Format
E1 R2 CAS Installation
Product Repair Services & Technical Support
- Technical Support
- Repair and Replacement
  - Standard Product Warranty
- RMA Form
Glossary
Index
- A
- B
- C
- D
- E
- F
- G
- H
- I
- J
- K
- L
- M
- N
- O
- P
- Q
- R
- S
- T
- U
- V
- W
- Z
Readers Comment Form

Key AltiContact Manager Characteristics

1-26 AltiContact Manager Administration Manual

• 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.

• CDR Search - allows administrators to search CDR files for records

that meet selected criteria, and allows workgroup supervisors to search

both CDR files and workgroup CDR statistics.

Optional Add-On Products

• Alti-IP 600 - AltiGen’s H.323-compliant, business telephone that

provides voice communication over an IP network.

Optional Kits

•SDK2.7ToolKit-offers a complete set of tools including APIs,

documentation and sample programs, to enable a developer to begin

programming rapidly and efficiently. It includes a self-installing CD-

ROM containing AltiGen SDK software. Session-based licensing is

required for both Basic API and APC API interfaces.