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

AltiContact Manager Administration Manual vii

DisablingaMailbox............................. 13-20

SynchronizingwithExchangeServer ............... 13-20

SMTP/POP3 Setting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13-20

MailForwardingOptions......................... 13-20

Setting Message Playback Options . . . . . . . . . . . . . . . . . 13-21

Setting Mailbox Capacities . . . . . . . . . . . . . . . . . . . . . . . 13-22

Setting Message Notification Options . . . . . . . . . . . . . . . . 13-22

Setting the Message Types for Notification. . . . . . . . . . . 13-23

Setting the Type of Notification. . . . . . . . . . . . . . . . . . . . 13-24

Setting Notification Timing . . . . . . . . . . . . . . . . . . . . . . . 13-25

Setting Notification Business Hours . . . . . . . . . . . . . . . . 13-25

EnablingMessageNotification .................... 13-25

Configuring Calling Restrictions . . . . . . . . . . . . . . . . . . . . 13-26

Setting Call Restriction Options. . . . . . . . . . . . . . . . . . . . 13-26

Setting Other Call Restrictions. . . . . . . . . . . . . . . . . . . . . 13-27

Setting Answering Options . . . . . . . . . . . . . . . . . . . . . . . . 13-28

ForwardingAllCalls............................ 13-29

Enabling“DoNotDisturb”....................... 13-30

HandlingBusyCalls............................. 13-30

Setting Call Waiting Options . . . . . . . . . . . . . . . . . . . . . . 13-31

HandlingUnansweredCalls....................... 13-31

Configuring One Number Access . . . . . . . . . . . . . . . . . . . 13-32

Enabling One Number Access . . . . . . . . . . . . . . . . . . . . . 13-33

Setting Caller ID Verification . . . . . . . . . . . . . . . . . . . . . 13-34

SpecifyingForwardingNumbers................... 13-35

Setting Up Monitor Lists . . . . . . . . . . . . . . . . . . . . . . . . . . 13-35

ConfiguringaMonitorList ....................... 13-36

FeatureTips .................................... 13-38

Chapter 14

HuntgroupConfiguration .........................14-1

Setting Up Huntgroups . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14-3

AddingaHuntgroup.............................. 14-4

EstablishingBasicHuntgroupAttributes.............. 14-4

EstablishingHuntgroupMembership ................. 14-6

AddingExtensionstoHuntgroups................... 14-7

Assigning Huntgroups to Agent Extensions . . . . . . . . . . . 14-8

AutomaticLogIn/Out ........................... 14-10

Setting Huntgroup Mail Management . . . . . . . . . . . . . . . . 14-11

DisablingaMailbox............................. 14-12