AltiContact Manager™ Version 5.0A System Installation and Administration Manual Revised 11/2006 Version #5 4413-0001-5.
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-xxxiii 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 2-14 2-16 2-17 Chapter 3 Software Installation . . . . . . . . . . . . .
Getting Around ACM Administrator . . . . . . . . . . . . . . . . . 4-1 AltiContact Manager Administrator . . . . . . . . . . . . . . . . . . . 4-1 Logging in for the First Time . . . . . . . . . . . . . . . . . . . . . . . . 4-1 The AltiContact Manager Main Window 2 The Main Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-3 Quick Access Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-3 The View Windows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Setting Toll Call Prefixes . . . . . . . . . . . . . . . . . . . . . . . . . . 5-24 Setting Emergency Numbers . . . . . . . . . . . . . . . . . . . . . . . 5-24 Setting the TDM Bus Mode . . . . . . . . . . . . . . . . . . . . . . . . 5-24 CT-Bus Clock Configuration . . . . . . . . . . . . . . . . . . . . . . . . 5-25 Audio Peripheral Configuration . . . . . . . . . . . . . . . . . . . . . . 5-25 Configuring Music On Hold and Recorded Announcements 5-26 Setting Greeting and Update Prompts . . . . . . . . . .
Triton Analog Trunk GS/LS Properties . . . . . . . . . . . . . . . . . 7-9 Performing Impedance Match on Your Own . . . . . . . . . . . 7-13 Using the Match Impedance Button. . . . . . . . . . . . . . . . . . 7-13 Measuring the Rx Level of a Trunk Channel . . . . . . . . . . . 7-15 If You Need to Improve the Rx Level . . . . . . . . . . . . . . . . 7-16 If You Don’t Have the Milli-Watt Test Number . . . . . . . . 7-17 Triton VoIP Trunk Configuration . . . . . . . . . . . . . . . . . . . .
NAT. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-14 Firewall Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-27 Setting up H.323 Traffic Forwarding for NAT . . . . . . . . . . 9-28 AltiWare NAT Support Feature . . . . . . . . . . . . . . . . . . . . . 9-29 AltiGen IP Phone NAT Support Feature . . . . . . . . . . . . . . 9-30 Setting Up an AltiContact Manager-to-AltiContact Manager IP Network . . . . . . . . . . . . . . . . . . . . . . . . .
Chapter 13 Call Recording Configuration . . . . . . . . . . . . . . . . . . . . . . 13-1 Chapter 14 Extension Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . 14-1 Setting up Extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14-3 Adding New Extensions. . . . . . . . . . . . . . . . . . . . . . . . . . . 14-4 Establishing Basic Extension Attributes . . . . . . . . . . . . . . 14-4 Forced Account Code. . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Handling Busy Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Setting Call Waiting Options . . . . . . . . . . . . . . . . . . . . . . Handling Unanswered Calls . . . . . . . . . . . . . . . . . . . . . . . Configuring One Number Access . . . . . . . . . . . . . . . . . . . One Number Access Options . . . . . . . . . . . . . . . . . . . . . . Call Screening. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Setting Caller ID Verification. . . . . . . . . . . . . . . . . . . .
Setting Queue Management Options . . . . . . . . . . . . . . . . . 15-23 Chapter 16 Workgroup Configuration . . . . . . . . . . . . . . . . . . . . . . . . 16-1 Creating a Workgroup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16-2 Establishing Basic Workgroup Attributes. . . . . . . . . . . . . . 16-3 Service Level Threshold . . . . . . . . . . . . . . . . . . . . . . . . . . . 16-4 Workgroup Recording Options . . . . . . . . . . . . . . . . . . . . . . 16-5 Multimedia Support. . . . . . . .
Chapter 17 Setting Up IP Extensions . . . . . . . . . . . . . . . . . . . . . . . . . . 17-1 System Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ACM Admin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Clients. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17-2 17-2 17-2 17-3 Chapter 18 AltiGen IP Phone Configuration . . . . . . . .
Bootup/Shut Down Procedures . . . . . . . . . . . . . . . . . . . . . Board/Hardware Level Configuration . . . . . . . . . . . . . . . . CT-BUS Clock Master . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configuration in Inactive System Is Not Allowed . . . . . . . 30-Day Limit for Secondary System . . . . . . . . . . . . . . . . . Manual Switch Over. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . External Logger Service. . . . . . . . . . . . . . . . . . . . . . . . . . . Limitations .
TAPI Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27-1 Installing the TAPI Proxy Server . . . . . . . . . . . . . . . . . . . . Setting Up the Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Install the AltiGen TAPI Service Provider on the Client. . Set Up Phone and Modem Options . . . . . . . . . . . . . . . . . . Set Up Phone Dialer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Testing TAPI Service Provider on the Client System . . . .
Liability & Warranty Limitation of Liability Except for personal injury, direct damages to tangible personal property proximately caused by AltiGen products and liability otherwise expressly assumed in a written agreement signed by AltiGen, the liability of AltiGen, its affiliates, suppliers, and authorized resellers for any claims, losses, damages, or expenses from any cause whatsoever (including acts of omission of third parties), regardless of the form of action, whether in contract, tort or otherwise, s
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 Extension/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. The AltiWare system returns answer supervision to the PSTN when DID calls are: • Answered by the called station. • Answered by the attendant. • Routed to a recorded announcement that can be administered by the customer.
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.
• 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. • • Find the switch to power off the cabinet. Read the posted instructions.
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. Lea las instrucciones que se encuentran adheridas.
• 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. Hochspannung • Alle Sicherheitsregeln beachten und am Gerät angebrachte Warnungen und Hinweise lesen. • • Stellen Sie fest, wo sich der Gehäuseschalter befindet. Anleitung lesen.
UL Regulatory Safety Requirements (Requisitos Reglamentarios de Seguridad de La Asociación de Aseguradores (UL)/Sicherheitserfordernisse gemäß UL (Underwriter's Laboratories, Inc.)) Host Computer 1. Model AltiGen/AltiWare apparatus is approved for connection to Telecommunications Systems specified in these instructions for use subject to the conditions set out in them. Any other usage will INVALIDATE this approval. 2.
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. Any other usage will INVALIDATE the approval of the apparatus, if as a result, it then ceases to conform to the standards against which approval was granted. 10.
peligroso es aquel que excede de 42.4 voltios, en su valor máximo de cresta en la corriente alterna o, de 60 voltios, en su valor máximo de cresta en la corriente directa. Si tiene usted alguna duda, obtenga asesoría de un ingeniero competente, antes de instalar otros adaptadores en la máquina principal. Distancia (mm) Longitud de Frotamiento (mm) Voltaje empleado o generado por la tarjeta madre u otras tarjetas 2.0 2.4 (3.8) Hasta 50 Vrms o Vdc 2.6 3.0 (4.8) Hasta 125 Vrms o Vdc 4.0 5.0A (8.
6. Die Hauptgerät ISA Bus Kontaktanschlüsse B1, B10, oder B31 (Randstecker auf CPU Grundplatine/Hauptplatine) MÜSSEN weniger als 0.1 Ohm zum Hauptgeräterdanschluß haben. 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.
En caso de ocurrir una falla en la energía eléctrica, la primera extensión telefónica de cada tarjeta (salvo en lo que respecta a la CD0012UD), se conecta directamente a la primera línea de la central, para así permitir el acceso a la marcación de los servicios de emergencia. Este equipo debe alimentarse a partir del PSTN, o contar con un respaldo de batería local con capacidad suficiente para llamar a los servicios de emergencia, durante cuatro horas después de que ocurra la falla en la energía eléctrica.
1. The interconnecting trunk line cord should be at least size 26AWG. 2. This trunk card must be fitted in host equipment with fire enclosures complying with the flammability requirements of sub-clause UL1950/CSA C22: 1995 4.4.3. In addition, the card must be separated from internal materials of flammability class or lower by at least 25 mm of air Class V-1 or better.
Instructions for Hardwired Earth Connection (Instrucciones para El Cableado de La Conexión a Tierra/Anleitungen für festverdrahtete Erdanschlüsse) 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.
1. Sowohl Stromversorgungskabel als auch Gerät oder Anlage müssen geerdet sein. 2. Das Zusatz-Geräteerdungskabel darf nicht dünner sein als die ungeerdete Verzweigungsleitung (8 AWG minimum, empfohlen 6 AWG). Es ist mit dem dafür vorgesehenen Anschluß derartig zu verbinden, daß eine Erdung auch dann weiter besteht, wenn das Stromversorgungskabel aus dem Stecker gezogen ist.
11. Connect a fixed earth from the PC to a suitable premises fixed earthing point. Note that the earth cable must be at least the same gauge as the live wire of the main cord and fixed to the earth terminal and the rear of the PC. (6 AWG recommended, 8 AWG minimum.) 12. Connect cable supplied with AltiServ to the “D-type sub-miniature” (25 pin) connector on the AltiServ card and the connector to the Modular RJ-11 Patch Panel. 13. Connect the building telecommunication wiring to the RJ-11 sockets. 14.
principal y, que el mismo debe de encontrarse conectado a la terminal de aterrizada y a la parte posterior de la computadora. (Se recomienda el cable calibre 6 AWG, u 8 AWG, como mínimo). 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.
Stärke wie der unter Spannung stehende Draht des Hauptkabels hat und an den Erdanschluß und an den PC angeschlossen ist. (6 AWG empfohlen, 8 AWG minimum.) 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.
How to Obtain Service End user customers should contact your Authorized AltiGen Dealer for service. Authorized AltiGen Dealers must follow the steps below for service: 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.
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.
Chapter 12, CallCenter Configuration, describes configuration for call centers. Chapter 13, Call Recording Configuration, describes how to configure call recording options. Chapter 14, Extension Configuration, describes configuration for extensions. Chapter 15, Huntgroup Configuration, describes configuration for huntgroup functions and features. Chapter 16, Workgroup Configuration, describes configuration for workgroups.
Appendix A, E1-R2 and T1/E1 ISDN PRI Installations, describes configuration for E1-R2 CAS and T1/E1 ISDN PRI installations.
xxxvi AltiContact Manager Administration Manual
CHAPTER 1 Overview With ACM, AltiGen has combined several separate compelling contact center productivity applications into one integrated system to handle daily voice, Internet, and email interactions. ACM 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.
• 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 • Data synchronization with agent and supervisor desktop applications • Local and Remote I
Overview • IVR • Line park • Group paging • Email Server • Configurable Emergency Number 1.
Key AltiContact Manager Characteristics The Quantum telephony board has 12 analog ports, eight (8) of which are voice channels, so eight ports can listen to voicemail simultaneously. 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.
Overview • Provides adaptive balance and selectable impedance • Analog and digital loop back test modes • Tip and ring reversal • FSK message lamp • 5V PCI slot is required for each Triton Analog Extension Board. — Triton Analog Trunk Board - a long form factor PCI telephony card that supports 8 or 12 trunks. The 12-trunk card is available in two models: loop start/ground start (LS/GS) and loop start (LS). Both models have the same features regarding LS.
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. • Call Park Ring Back Identification to Operator - when parked calls are not picked up, the operator will be rung, with call ID. • Call Restrictions - restricts users from dialing specific long distance area codes and phone numbers.
Key AltiContact Manager Characteristics • Direct Inward Dial (DID) - allows an incoming trunk call to directly access an extension without IVR intervention. Note: If your local exchange carrier provides DID service, DID calls will automatically be steered to the appropriate destination. • Directory Name Announcement - the huntgroup/workgroup agent’s directory name will be announced to the caller before the call rings to an agent.
Overview Hands Free Intercom Mode - by pressing #81 while on their speaker phone, users can receive internal calls without having to pickup the handset to answer. Hands Free Manual Answer Mode, #82, allows another version of this function. • Hop Off Calls over T1/PRI Tie Trunks - multiple AltiContact Manager systems at the same or remote locations can be linked through a T1/PRI network.
Key AltiContact Manager Characteristics to simulate a PBX office extension. An Alti-Mobile Extension has most of the PBX system’s call control and call center features. • Multiple Call Waiting with Personalized Greetings - a personal queue that allows users to handle multiple incoming calls by letting callers wait in queue until the user answers the call. This allows users to transfer or park calls before answering the next call in queue.
Overview Personal 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. If the user does not answer the call when it rings after the two-minute hold time, the call will be put on hold again. If the call is still on hold after two minutes, the system will ring the user again.
Key AltiContact Manager Characteristics • System Callback from IVR - allows the user to instruct AltiContact Manager to call the user at a remote location after the user logs in with extension and password. This is useful for traveling users who don’t want to accrue expensive toll charges while traveling, especially from international locations where there is no access to toll-free numbers. See “Planning is Essential” on page 11-1 for more information.
Overview — advanced queue overflow for configuration of overflow conditions and actions After Hours Handling for Workgroups - a workgroup can be assigned a Business Hours Profile through ACM Admin. Also, after hours routing decisions can be configured for each day of the week. When a call is forwarded to this workgroup after hours, the call is routed automatically, based on the routing decision for that day of the week.
Key AltiContact Manager Characteristics •Dialed Digit Translation - allows the administrator to select a single dialed digit that can be assigned to route a call to any destination. First Digit Translator allows the administrator to select a single dialed digit that can be assigned to route a call to any destination. Extension Dialed Digit Translator allows predefined dialed digits by an extension to be translated into a different dialing string. In ACM 5.
Overview Picking/Transferring Calls from Group Queue - enables an extension to pick any call in queue using AltiAgent or AltiConsole. AltiSupervisor is also able to transfer a workgroup queued call to any extension, workgroup, IVR, voicemail or outside number. • Priority Queuing - allows for calls in queue to be associated with priority. The call priority can be assigned though Caller ID routing, DNIS routing, IVR, Advanced Call Router or API in AltiGen SDK.
Key AltiContact Manager Characteristics • Workgroup Call Routing - for special call handling applications, incoming calls can be routed to a group.
Overview Workgroup Monitoring - allows real-time monitoring of workgroup information—trunk state, group status, call queue status, details of group queue entries and agent status. Limited monitoring is available through a group view window in ACM Admin or remotely through AltiReach. Caller ID identifies agent calls as inbound or outbound, internal or external.
Key AltiContact Manager Characteristics • Direct Station Transfer - allows the IVR to handle all incoming calls instead of being answered by an operator. Callers can dial an extension number to reach a specific station or use the name directory to find an extension number. • Failover Routing - allows the IVR to provide a new menu path as a failover action if the Collect Digits action fails. • Multiple IVR Support - allows up to 255 editable IVR attendants.
Overview Call Forwarding from Voice Mail - users can set up Call Forwarding from within the AltiGen Voice Mail System. This allows users to set up Call Forwarding away from the office and without having to access AltiReach or AltiView. • Disable a Mailbox - voice mailboxes can be disabled so that callers cannot leave messages. This can be useful for maximizing system capacity or controlling access to phone services.
Key AltiContact Manager Characteristics • Personal/Activity Greeting - allows users to record personal and/or activity greetings in their own voice to be played when callers reach their voice mail. • Priority Delivery - allows users to determine the priority of message delivery such as normal or urgent. • Private Messaging - allows users to leave a private message in their voice mail for the expected caller.
Overview Built-in E-mail Server - a complete SMTP/POP3 email server is built into the AltiContact Manager system so that all you need is an SMTP/ POP3 email client to send and retrieve Internet email. The system allows use of alpha character-based passwords. • CallViewTM - a Web-based Java application that allows for call control using a standard Web browser to manage multiple incoming calls and view information including Caller ID, calls in queue and extension status.
Key AltiContact Manager Characteristics System Administration Features System Administration features include: • Access Restriction - allows administrators control over system user access to features and trunks. • ACM Remote Administration - a version of the AltiContact Manager Administrator application that can be installed on a Windows 2000 or Windows 2003 client computer installed and used on the LAN to remotely administer one or more AltiContact Manager systems.
Overview • Email and Voice Mail Storage - can be placed on drives other than the AltiContact Manager server. Emergency (911) Call Notification to Extension/Outside Number - when any extension dials an emergency number, the system can make calls to pre-configured extensions or outside numbers. A system can have more than one emergency number configured.
Key AltiContact Manager Characteristics Redundancy - system redundancy feature that requires two systems, a primary and secondary; the primary system is in control of all operations, which the secondary server keeps a connection with the primary server. When the primary server goes down, the secondary server takes control. NEW Important: Dataprobe A/B Switch is required to switch trunk and extension wiring to the secondary system when primary system goes down.
Overview • Work/Hunt Group Converter - used when upgrading from AltiWare OE 4.6, this tool that converts agents to non-agents, non-agents to agents, workgroups to huntgroups and huntgroups to workgroups. T1/PRI/E1 Features T1/PRI features include: ANI/DNIS Transport over T1/PRI Tie Trunks - ANI (Automatic Number Identification) and DNIS (Dialed Number Identification Service) digits for calls can be forwarded and transmitted between extensions at remote AltiContact Manager systems.
Key AltiContact Manager Characteristics • DNIS Name Display and Routing over IP Tie Trunk - allows for DNIS information to be transferred to the system when routed over IP tie-trunks. DNIS name of matched entry is displayed at AltiConsole, AltiView, AltiAgent and handset. • DTMF Remote Carriage - DTMF tones and/or digits are detected and sent out-of-band, over a reliable TCP/IP channel to the remote AltiContact Manager, to guarantee the delivery.
Overview 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. • IP Port Support - AltiContact Manager IP port density is increased to 120 ports. The system supports up to ten (10) Triton IP boards (120 ports) or, two (2) G.723 and two (2) G.711 (84 ports).
Key AltiContact Manager Characteristics — AltiContact Manager disconnects the voice mail session when a silence period exceeds 7 seconds during voice mail recording over VoIP. • 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.
Overview • AltiReach Support • AltiView/AltiView IP Extensions • Intercom • IP Extension Log In/Log Out • Conversation recording 1. Overview • Trunk recording AltiWare Applications AltiWare comes with useful applications for testing, diagnosing and operating your AltiContact Manager configuration. • AltiVR Player - voice recording playback tool that can be used by the administrator to access all voice recording data in a centralized location.
Key AltiContact Manager Characteristics Optional Add-On Software • AltiConsole™ - a personal, computer-based Attendant console connected to AltiContact Manager over a network; emulates a standard, hardware-based Attendant console through software; has the flexibility of adding new features through software without changing the hardware. In ACM 5.
Overview — Color coded priority in queue — Force agent phone to virtual (unstaffed), applies to physical extension only — Change Transfer button to Redirect button Indicator for recorded agent conversation • Alti-MSCRM - a Microsoft® .NET-connected integration tool that provides CTI integration, including screen pop capability, for Microsoft CRM. In Alti-MSCRM 2.
Key AltiContact Manager Characteristics NEW VRManager - allows administrators/supervisors to convert, schedule backup/delete, and query recorded files. Optional Add-On Products • Alti-IP 600 - AltiGen’s H.323-compliant, business telephone that provides voice communication over an IP network. In ACM 5.0A, the following enhancements have been made: — Time zone offset — Time format display — Extension speed dial directory Optional Kits • SDK 2.8.
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 6 on page 212 for AltiContact Manager platform selection. AltiContact Manager requires a system key in order to function. The system key is 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.
— Windows 2000 Professional with SP4 and above (SmallOffice and AltiServ1 IP only) — Windows XP Professional (SmallOffice and AltiServ1 IP only) — Windows Server 2003 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, migration from AltiServ is available. • For 5.
System Requirements • The number of AltiGen telephony boards required • The maximum AltiContact Manager extension and trunk traffic anticipated • The number of simultaneous client software connections Table 7, “Individual Board Power Requirements,” on page 2-13 shows the AltiContact Manager system requirements guidelines depending on the number of AltiGen boards that will be installed.
• 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. Be sure the fan filter is clean and does not block the airflow. The following table contains the operating specifications for the AltiGen telephony board. Table 3.
System Requirements Functional Specifications Quantum Board Each Quantum telephony board has eight voice channels, so eight ports can listen to voicemail simultaneously. One port will remain active even if the system has a power failure. The I/O switch is factory preset as shown below. Change this setting only if there is a hardware conflict. 2. System Requirements 2.
Triton Analog Extension Board The Triton Analog Extension telephony board has a dedicated voice channel for every extension port and FSK-only message waiting. LED Indicators LED 1B LED 1A ON ON 5V is OK; 12V is OK – normal operation Status OFF OFF Power cable not plugged in ON OFF 5V less than 4.5V but more than 3V – bad PC 5V power OFF ON 12V less than 9V – bad PC 12V power LED 2, located near the 12V connector, is a red LED for diagnostic purposes. If it is ON, the fuse is blown.
System Requirements Triton Analog Trunk Board The Triton Analog Trunk board comes in two models: Loop Start/Ground Start (LS/GS) and Loop Start only (LS). It supports 12 analog trunks and offers FSK Caller ID receiving, Centrex flash, and voice/silence activated answer supervision. This board is also compatible with major PCI chassis vendors.
• PCI Bus Triton T1/PRI Board LED Indicators Green LED Red LED OFF OFF No power Status ON OFF Normal operation OFF ON No signal ON Flashing Faulty signal with frame synchronization* OFF Flashing Faulty signal without frame synchronization Alternating Alternating Frame slips in normal operation *Faulty signals include the following: yellow alarm, bipolar violation, or frame error.
System Requirements AltiGen Board Installation Always install Triton and Quantum boards and attach MVIP and power cables prior to powering server on. Failure to do so may result in damage to the board. When removing or connecting the MVIP cable, do so with a slow, vertical motion. Do not use a side-to-side rocking motion to remove the connector or by pulling the cable. Be careful to make sure pins in the MVIP connector on the board line up with the sockets on the MVIP cable.
Table 4. AltiGen Telephony Board Options Board (Tarjeta/ Karte) Quantum1 Quantum1 Quantum1 Triton Model Number (No.
System Requirements 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. System Limitations Note the following limitations for board installation and Triton VoIP board and port combinations. Table 5.
ACM System Configuration Guidelines* # of Aggents Supported Available Memory Hard Disk Controller Power Supply +5V Requirement +12V Requirement 1–3 10 733 MHz 256 MB IDE/ SCSI Single 300W 15A 6A or better 4–6 20 850+ MHz 256 MB IDE ATA100/ SCSI Single 400W or Dual 400W load sharing recommended 20A 16A 7–16 144 2 GHz with 1 GB RAM 512 MB IDE ATA100/ SCSI Dual 400W with load sharing required 40A 20A CPU Type # of Quantum or Triton Boards per System Table 6.
System Requirements Table 7. Individual Board Power Requirements Board/Tarjeta/Karte +5V +12V Slot Type/Tipo Ranura/ Steckplatz Quantum 1.6A 1.4A ISA Triton Analog Extension 1.4A* PCI 0.25A PCI Triton Analog Trunk LS 1.6A 0 PCI Triton VoIP 1.6A 0 PCI Triton T1/PRI 1.6A 0 PCI Triton T1/E1 PRI 1.6A 0 PCI Triton Resource 1.6A 0 PCI 2. System Requirements 2. System Requirements 1.6A Triton Analog Trunk LS/GS 1.6A *1.4A@12V is provided by power connector.
Cuando en un mismo sistema se encuentren instaladas más de dos tarjetas de telefonía AltiGen, también se requerirá de la instalación de un ventilador adicional de enfriamiento. Es menester que este abanico reduzca efectivamente el calor e incremente el flujo de aire que ingresa a las tarjetas de telefonía AltiGen, a fin de garantizar la fiabilidad y la seguridad funcional del sistema.
System Requirements 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. Be sure the fan filter is clean and does not block the airflow. • Always work with grounded equipment and fixtures. The use of an ESD mat (to dissipate static) and grounding wrist/foot straps is necessary.
La tabla siguiente contiene las especificaciones de funcionamiento para el tablero de la telefonía de AltiGen: Descripcion Specification Temperatura de Operacion 0° a + 50° C Temperatura de Almacenamiento -20° a +70° C Humedad Relativa 10% a 80% sin condensacion Betriebsbedingungen Vor Aufbau und Inbetriebnahme der Anlage müssen folgende Betriebsbedingungen berücksichtigt werden: • • Es ist eine Arbeitsfläche zu wählen, die der gesamten Anlage genügend Platz bietet.
System Requirements • AltiGen telephony boards are protected by their anti-static bags and should be removed from their packaging for installation by a properly grounded technician. AltiContact Manager Conference Resource Limits The following table defines conference resource limits for boards used in an AltiContact Manager system. Table 8.
3 The Triton Resource board can support up to 12 conference bridges with up to 6 members each. However, this does not imply that you can have a total of 72 conferenced members (external + internal) per board, as it only has 36 conference resources.
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 Server with Service Pack 6a (or higher) or on Window 2000 Server. • ACM Admin.
AltiContact Manager as a Windows Service AltiContact Manager as a Windows Service AltiContact Manager components such as the switching, messaging agent, and AltiBackup are Windows services that are automatically launched when AltiContact Manager is installed and the system is restarted.
Software Installation • Third party applications. AltiContact Manager must be installed before any third party applications on a Windows 2000 or Windows 2003 system. Contact your third party application vendor(s) to find out if an upgrade is required for their product to work with the release you are about to install. Firewall Considerations If you are using a firewall in the AltiWare ACM 5.
TCP Port Definitions Client Server TCP Client Auto Upgrade UDP 10050 Polycom 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 Table 4. Release ACM 5.0A License Summary License ACM 5.0A AltiView AltiConsole AltiAgent Client Session Description/Notes • • • • License required for fresh installation or upgrade to ACM 5.0A This license enables a per concurrent connection of AltiView client This license enables a per concurrent connection AltiConsole client. This license enables a per concurrent connection of AltiAgent. AltiSupervisor Client Session • This license enables a per concurrent connection of AltiSupervisor.
Software Installation • AltiConsole Server License • 4.5 Basic SDK License • 4.5 APC License • 30 Port G.711 License • 128 IP Extension License (generated during OE 4.6 product registration) • NOVO or SDK Recording • External Logger • Contact Advantage For step-by-step instructions on the licensing process, refer to page 3-26. Registration All software must be registered, including AltiWare Office products. No AltiGen software comes out of the factory pre-registered.
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 3-35. 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 ACM 4.6 or OE/ACC 5.0A version to transfer compatible licenses. Upgrading from ACM 4.6 to ACM 5.0A • Registration is required for the upgrade. • If installed prior to the upgrade, the following 4.6 licenses will be converted: — AltiView Site License converts to 100 AltiView Session Licenses — AltiConsole Site License converts to 10 AltiConsole Session Licenses Important: For seat license upgrades from 4.6 to 5.
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. Log in to 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 log in 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 Setup will ask for customer information. Enter a User Name and Organization, then click Next. 9. Setup will create a password 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. Click Next when finished. AltiContact Manager Administration Manual 3-13 3. Software Installation 8.
To Begin New Installation 10. Setup will install AltiWare OE into a destination folder. Click Next to install to the folder, or click Change to install to a different folder. 11. Setup will use the following disk drives as noted for PostOffice, AltiDB or you may select another local drive. Note: 3-14 It is recommended that the local drive used should have at least 2GB of free space for PostOffice and 500MB for AltiDB.
Software Installation 12. Setup is ready to install the program. Click Install to begin installation. Note: Once the Extension Length is set and you click OK, you cannot change the extension length after this setup unless you re-configure the entire system or delete all the extensions already configured. AltiContact Manager Administration Manual 3-15 3. Software Installation 13. Setup Window will prompt for the Country, System Home Area Code and Extension Length. When finished, click OK.
To Begin New Installation 14. Setup is complete. Reboot the system to finish the installation process 15. (Recommended) After rebooting, run the MVIP test program from Start>AltiWare>AltiWare Tools>MVIP test. 16. Use ACM Admin to register your licenses. Follow the steps for “Online License Registration Procedures” on page 26. If you do not register and activate your licenses, only eight (8) physical ports will be available for use.
Software Installation Upgrading AltiWare ACM 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 Back up all the configuration information to a different location, such as the network drive.
Before Upgrade • 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 • AltiGen External Features Server Shutting Down Switching as a Windows 2000 Service Optionally, if you’re not running ACM Admin, you can shut down the services using Windows 2000 Services.
Software Installation To Begin Upgrade To complete the upgrade: 1. Make sure you have prepared for installation as described beginning on page 3-2. 2. Install the System Key on the parallel or USB port. 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 2000 as a domain or local user account that has local administrator privileges.
To Begin Upgrade 8. At the Welcome page window, exit all Windows programs before continuing with the setup, then click Next. 9. Setup will ask for customer information. Enter a User Name and Organization, then click Next.
Software Installation 10. Setup will require CDR/RTM database upgrade. Click OK. 11. Select a database for upgrading and click OK. AltiContact Manager Administration Manual 3-21 3. Software Installation 12. Setup will begin upgrading the database from 5.0 to 5.
To Begin Upgrade 13. A warning window will pop to confirm the database upgrade. Leave the Backup Before Upgrading and Automatic Restore options checked, and enter Yes in the input box, then click Run. 14. Once database upgrade is complete, click Yes to delete the backup of the old database or click No to continue. 15. Setup will create a password account for AltiWare services. AltiGen recommends that you do not change the default password.
Software Installation wish to change this, you may enter a password (no longer than 14 characters) for this account. Click Next when finished. 3.
To Begin Upgrade 16. Setup is ready to install the program. Click Install to begin installation. 17. (This step applies to upgrading from ACM 5.0 to ACM 5.0A for the first time.) You may see the following screen when upgrading from ACM 5.0 to ACM 5.0A for the first time. Click Continue Anyway. 18. Setup will reset password to default. Click OK to continue.
Software Installation 19. Setup is complete. Reboot the system to finish the installation process. 3.
To Begin Upgrade 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 Extension 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.
Software Installation 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. 3. Software Installation 1.
To Begin Upgrade 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. 5.
Software Installation 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.
To Begin Upgrade For the Customer Information and Installer Information sections, fill in all fields (required) and click Next when finished. 9. 3-30 The next web page allows for entering of new License Keys or for adding any additional licenses.
Software Installation 3. Software Installation 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.
To Begin Upgrade • Approved licenses are indicated by a green check mark and will display a description next to the approved license. • 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.
Software Installation 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. AltiContact Manager Administration Manual 3-33 3. Software Installation 12. The next web page continues the registration by initiating a product registry program.
To Begin Upgrade Setup will create or update an “exctl” file in \altiserv\db\. 13. The final web page displays a verification notice and number, confirming that an email of the registration process results has been sent to the customer and installer. Save the email for future reference. You may close this web page. 14. Return to the AltiContact Manager system. In the License Information window, click the Refresh button.
Software Installation 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: 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.
To Begin Upgrade 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. 5.
Software Installation On the AltiGen Software License Registration web page, click the Proceed to Online Registration. 8. The next web page displays your currently registered version. Select Re-register or Upgrade/migrate to drop-down list to select the version you wish to upgrade or migrate to, then click Next. 9. 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).
To Begin Upgrade obtained by contacting either your local authorized AltiGen Dealer or AltiGen Technical Support. Click Next when finished. 10. The next web page allows for inputting of Customer and Installer information.
Software Installation 3. Software Installation For the Customer Information and Installer Information sections, fill in all fields (required) and click Next when finished. 11. 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. 12. 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 14. The next web page continues the registration by initiating a product registry program. 15. At the end of the Web Registration, save the exctl file to a floppy disk. 16. 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 17. 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 3-36) beginning with Step 6.
Running ACM Administrator 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.EXE from the ACM Admin folder. 3. Follow the instructions on the window. 4. To open ACM Administrator, refer to “Running ACM Administrator” on page 3-44. Running ACM Administrator To run AltiContact Manager Administrator: 1.
Software Installation 1. 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. In ACM Administrator, shutdown the AltiGen Switching Service and exit ACM Administrator, as described in “Shutting Down Switching as a Windows 2000 Service” on page 3-18. 3. Shut down and power down the Windows 2000 system using the standard Windows shutdown procedure. 4.
AltiContact Manager Uninstall 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. Run AltiAdmin and select Services System Data Management to run the data management utility. b. Click the Restore icon to open a dialog that allows you to choose files to restore. c. Make sure all the Component check boxes are selected. d.
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 shut down the switching service. • System Management Opens configuration windows to work with the system, trunks, out call routing, voice mail, VoIP, AltiGen IP phone configuration, line park, hunt groups, paging group and redundancy.
AltiContact Manager Administrator Logout and login. Click the Login button to log in. When you do, the button becomes gray and the Logout button becomes colored. The buttons 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 General Configuration…. Management Trunk.
Getting Around ACM Administrator The View Windows 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 Extension View Window The Extension View window, which displays the status of all assigned extensions. Figure 4. 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 (for example, 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 You can click the Reset button without selecting an extension, and then type in the extension number for the extension to reset. Trunk View Window The Trunk View window displays the status of all assigned trunks. 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.
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. When the call is from another AltiGen system, the call is displayed as “Caller System IP Address-Extension Number.” You can click the Clear button to clear the window of all data.
Logging In • 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 in milliseconds.
Getting Around ACM Administrator The logout option in the Services menu allows the system administrator to log out 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 tab you see when you open the System Configuration window. You use this tab 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 10-8 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 Main Number The main system telephone number, which is sent to the pager’s display when a user’s messaging options are configured to call a pager. This is also the number subscribers call to access the AltiGen Voice Mail System. 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.
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. Number Plan tab, System Configuration Use the Number Plan tab to specify the following parameters: 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.
Setting a System Number Plan Parameter Description Default Password The default password for newly created extensions will be randomly set; when changing the password, it must be four to eight digits in length. 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.
System Configuration Parameter Description First Digit Translator Configuration. Figure 3. Single Digit Routing To set up a First Digit Translator entry, select the check box (to the left of 1-9, * or #), then enter the desired digits. When a box is checked, the digit preprocessor will replace the first digit 1-9, * or # that user dials with the digits indicated in the corresponding field. In the above example, if a user dials “*”, the system replaces this with “911”.
Setting a System Number Plan Parameter Description Extension Dialed Digit Translator Note: This primary use of this feature is intended for, but not limited to, allowing an IP extension to make an emergency call (911) through AltiServ. If AltiServ is in a different location than the IP extension, the emergency call will be routed to local CO where the IP extension is located. Figure 4. Extension Call Routing To set up an Extension Dialed Digit Translator entry: 1.
System Configuration Parameter Description 3. (optional) You may select an IP extension from the Non members list that the Extension Dialed Digit Translator will apply to. You can apply the same Members to multiple locations. You may also enable the Bypass Account Code option if Account Codes are required. 4. Enter digits in the Dial Pattern field and Translate To field. In the above example, when an IP extension user in LA dials “911,” AltiServ will translate the digits into “8408911.
Setting Business Hours Note: After setting the IP Trunk Access code here, you should set the Trunk Access Codes of any 30-port VoIP boards to “None” on the General tab of the Trunk Configuration window (see “Setting General Trunk Attributes” on page 7-3). This will prevent users from directly accessing the 30-port boards—which use the G.711 codec only—for calls to AltiContact Manager servers or other IP gateways that may require the G.723 codec.
System Configuration To access the Business Hour settings, select System Configuration... on the Management menu, then click the Business Hours tab. Figure 5. Business Hours tab, System Configuration To add a Business Hours profile, click the New button to open the Add Business Hour dialog box, enter a name for the profile, then click OK. AltiContact Manager Administration Manual 5-11 5. System Configuration Multiple Business Hour profiles can be configured in a system.
Routing Calls on Holidays For each Business Hour profile, 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.
System Configuration To add a Holiday profile, click the Add button to open the Add Holiday Profile dialog box, enter a name for the profile, then click OK. To access Holiday routing settings, select System Management... on the Management menu, then click the Holiday tab. 5. System Configuration Figure 6. Holiday tab, System Configuration For each Holiday profile, set holiday routing as follows: 1. Click Add to create a new holiday.
Configuring System Speed Dialing 3. Optionally, select Special hours and set call routing for special hours using the field group in the lower half of the Holiday tab. This route will override the route for normal holiday hours, for the hours you specify. Use this option, for instance, to route calls for the working portion of a holiday that your organization treats as a halfday. Configuring System Speed Dialing You can set up to 60 system speed dial numbers.
System Configuration 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: Figure 8. Speed Dial Configuration Select the ID number using the drop-down arrow, type in a name for the Speed Dial entry, then enter the full number as you would dial it, with a maximum of 20 digits per entry.
Defining System Call Restrictions Figure 9. Call Restriction tab, System Configuration Blocking Calls to Area Codes from All Extensions To add or edit system prohibited area codes: 1. Double-click an index entry in System Prohibited Prefixes list, or select the index entry and click Edit. This opens a dialog box that allows you to enter a prefix number. 2. Enter a 1 and the dialing prefix to block (e.g. 900, 976). You can enter up to 20 digits maximum for each prefix.
System Configuration 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 28-4.
Creating Account Codes 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. Setting 10-Digit Dialing Area Codes The 10-Digit Dialing Area Code field lets you list area codes that do not require dialing a “1” before the area code.
System Configuration To access the Account Code tab, select System Management... on the Management menu, then click the Account Code tab. Figure 11. Account Code tab, System Configuration To create an account/code association, click Add. Enter an Account Name and Account Code in the dialog box that appears. • 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.
Setting up Call Reports Setting up Call Reports You can set up call reporting if AltiContact Manager and ACM Administrator are installed on the same server. In AltiContact Manager, call reporting distinguishes between call detail data, which records every call made to, out of, and within the AltiContact Manager system, and RTM data, which is workgroup-related statistical data captured from the real-time monitoring function used in the AltiSupervisor client application.
System Configuration Figure 12. Call Reports tab, System Configuration The Internal Log Service (shown in the Log Service display window) is created by default. You can enable or disable the service, but you cannot remove this database or add another Internal Log Service. To enable Internal Logger Service (CDR) to the local drive: 1. Select the Internal Log Service checkbox. 2.
Setting up Call Reports External (Remote) Logging of Call Data AltiContact Manager allows you to output call accounting to a Microsoft SQL 2000 database. The database cannot be on the same server as the AltiContact Manager system. A system integrator or database developer will need to write a custom query to extract data from the SQL database. You can send reports from a number of different systems to the same database.
System Configuration To do this, select the Enable Data Output box in the Accounting Data Processing field group. Then select an Available Port and the Baud Rate. 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. : 5. System Configuration Figure 14.
Country Relevant Setting Toll Call Prefixes AltiContact Manager uses the Toll Call Prefixes to determine the type of outside call and imposes restrictions when necessary. For example, if the international toll call prefix is 011 and a user attempts to make an international call from an extension without international call privileges, the call will be terminated as soon as the user dials 011 after the trunk or route access number. The caller hears an error tone.
System Configuration CT-Bus Clock Configuration The CT bus is a bit-serial, byte-oriented, synchronous TDM bus that uses a bit clock for bit registration and a common frame sync pulse for frame alignment. This ensures signal quality between the system’s CT bus and the boards’ signal processing resources. Through the CT-Bus Clock Configuration tab, you can set the CT Bus clock. • 5. System Configuration Figure 15.
Audio Peripheral Configuration • Overhead Paging To access Audio Peripheral configuration, select System Configuration... on the Management menu, then click the Audio Peripheral tab. Figure 16. Audio Peripheral tab, System Configuration 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 3. Select the Quantum, Triton Analog Station, or IP board number to which the audio equipment is attached. 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: • An IP Board is required • There can only be ONE system default Music On Waiting file, which must be in 32K AltiGen ADPCM or PCM format.
Activity 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. Use the drop-down list to select the prompt number you want to use for the greeting message.
System Configuration There are a total of nine activity codes; the first six are pre-configured as follows: 5 - Business Travel, 6 - Personal Time Off The remaining three activity codes (7, 8, 9) are not assigned and can be customized by the administrator. To assign an activity code, click on an activity code and click Edit. In the Edit Activity dialog box, enter name of the Activity and click OK.
Activity Figure 17. Activity Selection List, Call Handling tab of AltiView configuration In AltiConsole, the activity of an extension is displayed in the BLF and ALL panels. Figure 18. BLF tab, AltiConsole The Activity can also be changed from voice mail personal options.
System Configuration Feature Profiles Figure 19. System Feature Profile tab - System Configuration AltiContact Manager Administration Manual 5-31 5.
Feature Profiles Call Management: #26 – Station Logout #27 – Station Login #32 – Enter Account Code #33 – Do Not Disturb #36 – Call Forwarding #37 – Remote Call Forwarding Other Features: #38 – Outside Call Blocking #39 – Operator Offline #44 – Overhead Paging #45 – Overhead Paging by Trunk #46 – Group Paging #53 – Outgoing Workgroup #54 – Login Workgroup #56 – Logout Workgroup #59 – Workgroup Call Monitor #73 – Silent System Call Park #90 – Ready to Receive Workgroup Call #91 – Not Ready to Receive Workgr
System Configuration Note: When adding a feature profile, the system will automatically assign the lowest available number. For example, if 0, 1, 2 and 4 are already assigned, the system will assign “3” to the next feature profile and not “5”. Select or de-select the checkboxes for the desired AltiServ feature codes that will be associated with this feature profile, then click Apply.
Feature Profiles 5-34 AltiContact Manager Administration Manual
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 14-39), 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 VoIP for AltiContact Manager runs on an H.323 protocol 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 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. Board Installation Double click the board’s icon in the Boards window (see Figure 1) to open the Board Configuration window. Figure 6.
Configuring the Triton VoIP Board 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. Perform a Loop-Back Test. Call yourself by dialing out and dialing back into yourself. If you don’t have any problems performing this test, the problem is most likely in the network or at the remote site. 2.
Board Configuration 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. IP Trunk Does Not Appear in Trunk View When an IP trunk doesn’t appear in the Trunk View, there are two possible causes: 1. Device Driver is Not Running - check the device driver. Make sure it’s installed and working properly. 2.
Configuring the Triton T1/E1/PRI Board Service Parameters for T1 To subscribe to T1 service, certain parameters are required to establish service. The information provided below identifies the recommended and supported parameters for T1 service. T1 Service Request Information When ordering T1 service, provide the following service request information: Equipment Information Product Manufacturer - AltiGen Communications, Inc.
Board Configuration 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.2 T1 Channel Assignment Trunk Type: In, Out, or 2-Way (recommended) Channels Assigned: 24 (Enter partial channels if you wish to subscribe to both voice and data service.
Configuring the Triton T1/E1/PRI Board PRI Service Request Information When ordering PRI service, provide the following service request information: Equipment Information Product Manufacturer - AltiGen Communications, Inc.
Board Configuration 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. A CSU can terminate signals, repeat signals, and respond to loopback commands sent from the central office. Service Parameters for E1 To subscribe to E1 service, certain parameters are required to establish service. The information provided below identifies the recommended and supported parameters for E1service.
Configuring the Triton T1/E1/PRI Board E1 Channel Assignment Data Channels Assignment: 1st channel (channel ID 0) Channels Assignment: 17th channel (channel ID 16) 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. A CSU can terminate signals, repeat signals, and respond to loopback commands sent from the central office.
Board Configuration • 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 7-24). • The Board Configuration button invokes a configuration dialog box. Triton T1 Configuration dialog box Figure 9. Triton E1 Configuration dialog box 6. Board Configuration Figure 8.
Configuring the Triton T1/E1/PRI Board File Name. The Operating mode is automatically displayed as T1/ PRI or E1/PRI. • The Span Info window displays the Total Number of Spans on the board and the status of the span in the Span Info window. To reset the span, click the Reset Span button. Double-clicking a span in this window will invoke a configuration window, as discussed in the following section. See “T1 Clocking” on page 6-24 and the Status Messages table beginning in the next section.
Board Configuration Figure 11. Triton E1/PRI Configuration dialog box 6.
Configuring the Triton T1/E1/PRI Board Figure 12. Triton E1/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. Table 1: Span Status Error Messages Error Message Meaning Action HW failure: Major hardware problem. Board is not responding to commands.
Board Configuration Table 1: Span Status Error Messages Error Message Meaning Action Layer 1 failure, physical layer; LOS = Analog Loss of Signal Check T1/PRI cable and change if necessary. If cable is okay, CO is not sending any signal. Contact CO. L1 failure: Layer 1 failure, physical layer; AIS = Alarm Indicator Signal; all ones detected To locate the AIS alarm, have the carrier check the T1 network element connected to the T1 interface and trace the problem.
Configuring the Triton T1/E1/PRI Board Table 1: Span Status Error Messages Error Message Meaning Action L2 Failure: Layer 2 failure, data link layer; no sync flag has not been detected in data link layer Check if D-channel is active or not L2 Failure: Layer 2 failure, data link layer; the peer-topeer link has not established in data link layer Check if the data link has come up or not Reading the Statistics The Statistics is an informational display of accumulated
Board Configuration Setting the Configurable Options • For T1, you can set the Frame Type to either SF or ESF. SF (Superframe Format) consists of twelve (12) consecutive frames. ESF (Extended Superframe Format) consists of twenty-four (24) consecutive frames. For E1/PRI, you can set the Frame Type to either No CRC or CRC4. CRC4 is embedded into sixteen (16) consecutive frames. • For T1, you can set the Line Code to either AMI or B8ZS.
Configuring the Triton T1/E1/PRI Board 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.
Board Configuration • If two AltiServ systems are connected back-to-back with a E1 span, the System Clock Master check box must be checked for only one of the T1 boards. • If two E1 boards in the same AltiServ system are connected back-toback with an E1 span, the System Clock Master check box must be checked for the E1 board that has not been designated by the MVIP setting as the system’s master clock to drive the MVIP bus.
Configuring the Triton T1/E1/PRI Board Figure 13. T1/PRI Protocol Configuration window Figure 14.
Board Configuration Figure 15. E1 Protocol Configuration window The CH -> Type list displays the channel types. 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. 6. Board Configuration Figure 16.
Configuring the Triton T1/E1/PRI Board The top four settings are used for a connection to a CO switch: • AT&T 4ESS PRI • AT&T 5ESS PRI • NT DMS-100 PRI • NI-2 PRI (default) The bottom four settings are used for a PRI tie trunk configuration where two AltiContact Manager systems are connected back to back. In such a configuration, one AltiContact Manager system must be configured as Network and the other as User. For example, set one to US NI-2 PRI Network and the other to US NI-2 PRI.
Board Configuration • 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. Tie trunks must terminate to a system also configured as a tie trunk. Note: This option not available when T1 CAS is selected. Configuring an ISDN Numbering Plan The ISDN Numbering Plan button invokes the PRI ISDN Numbering Plan dialog box.
Configuring the Triton T1/E1/PRI Board • 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. • All Other Numbers - for calls that do not fall into any category above, i.e. 911, 311.
Board Configuration — Service - only sends SERVICE message; puts channel in ready state when SERVICE ACK (acknowledgement) response is received from CO. — Restart and Service - (default setting) sends both RESTART and SERVICE message; puts channel in ready state when RESTART ACK and SERVICE ACK is received from CO.
Configuring the Triton T1/E1/PRI Board Installing a Channel Service Unit (CSU) to the Triton T1 or T1/E1/PRI Board The channel service unit is a device used to connect a digital trunk line coming in from the phone company to the PBX. A CSU can terminate signals, repeat signals, and respond to loopback commands sent from the central office. A CSU is mandatory for connecting to AltiGen’s T1/E1 board. 1.
Board Configuration AltiContact Manager provides basic troubleshooting information in the T1 Span Configuration window, described in “Triton T1 Configuration Triton T1/PRI/E1 Dialog Box” on page 6-18. Several diagnostic tools are available that can help troubleshoot these situations, such as a T1 watcher (“T-Berd”) or a multimeter. For more information, check the Communication Technology Corp. web site at www.commtech.com. 6.
Configuring the Triton T1/E1/PRI Board 6-34 AltiContact Manager Administration Manual
CHAPTER 7 7. Trunk Configuration Trunk Configuration 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.
Figure 1. Trunk View window However you open the Trunk Configuration window, the General tab appears. Figure 2.
Trunk Configuration Selecting Trunks to Set Attributes 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. When you select a trunk in this list, the options and parameters for the trunk appear in the settings in the right of the window. Configuring One or Multiple Trunks To customize trunk characteristics, you work on one trunk at a time.
Setting General Trunk Attributes • Area Code - The local area code for each trunk. Enter a three-digit area code. If left blank, the trunk assumes the home area code defined in the General tab of the System Configuration window. This configuration is for each trunk in the system and will negatively affect features such as Zoomerang if the area code is not configured properly. This is not available for a DID trunk.
Trunk Configuration Important: When accessing an outside number from voice mail, dialing 911 will not go through if only E-911 trunks are available. • 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.
Quantum Trunk Properties • Holiday Profile - A holiday profile can be assigned to a trunk. The drop- down list selection is based on settings configured in the Holiday page of System Configuration (see “Routing Calls on Holidays” on page 5-12) • Business Hour Profile - A business hour profile can be assigned to a trunk. The drop-down list selection is based on settings configured in the Business Hours page of System Configuration.
Trunk Configuration AltiContact Manager Administration Manual 7-7 7. Trunk Configuration Note that you can use Apply to... on this dialog box to apply changes to other trunks of the same type. See “Configuring One or Multiple Trunks” on page 7-3.
Quantum Trunk Properties Quantum Trunk General Configuration Parameter Description Interface Type Select from: • 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.
Trunk Configuration 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.).
Triton Analog Trunk GS/LS Properties Figure 4. 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 Select the type of trunk that will interface with this trunk channel: • Loop Start Trunk • Ground Start Trunk Incoming Ring 7-10 Select the appropriate ring cadence (single or double) for incoming calls on this trunk.
Trunk Configuration 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. When a trunk interface impedance is greatly mismatched with the CO analog line, it may result in static noise and echo heard by IP phone users. AltiWare automatically selects the impedance profile that best matches the Triton trunk interface with the CO.
Triton Analog Trunk GS/LS Properties Parameter Description Enable Answer Debounce (Incoming) Enables a timeout period of 2 seconds (for ignoring false CO disconnect signal), after answering an incoming call. Loop Break Duration (ms) Disconnects signal if CO breaks loop current. You can set the duration from 200 to 1000 ms. Tone Disconnect Busy tone (reorder tone, fast busy tone, error tone, etc.) or dial tone (continuous tone, etc.). This should be used in conjunction with drop in loop current.
Trunk Configuration Description Rx Level at 600 Ohms The Rx Level measurement at 600 Ohms, obtained by clicking the Test Rx Level button. See Test Rx Level button, below. Test Rx Level button Tests the receiving level of the trunk channel on a call to your local CO’s Milli-Watt Test Number after you set the Impedance parameter to 600 Ohms and the Rx Gain to 0dB. Results are displayed in the Rx Level at 600 Ohms field.
Triton Analog Trunk GS/LS Properties displayed, with information relevant to this trunk: Figure 5. Match Impedance dialog box The Impedance parameter setting in the main dialog box is changed to the best match selection, and the measurement for noise and returned echo is performed with this impedance setting. The results of this measurement are displayed in the Diagnosis section of the main dialog box.
Trunk Configuration The Match Result Button Figure 6. Impedance Match Result dialog box Measuring the Rx Level of a Trunk Channel In order to perform this test, you need to obtain the local CO’s Milli-Watt Test Number from your CO. When dialing this number, a 0dB tone is sent. For example, if your number is 510-252-9712, the Milli-Watt Test Number from the local CO is 510-252-0020 (the prefix 510-252 is the same). 1. Write down the Rx Gain, then set it to 0dB and click OK. 2.
Triton Analog Trunk GS/LS Properties 4. Click the Test Rx Level button. When the test is complete, the Test Rx Level dialog box is displayed: 5. Click OK. The Rx Level measurement is displayed in the Diagnosis section of the main dialog box. If you call your local CO’s Milli-Watt Test Number, the acceptable range for Rx Level should be between -6dB and -3 dB, with -5dB being ideal. 6. Restore the Impedance and Rx Gain settings, and click OK.
Trunk Configuration If You Don’t Have the Milli-Watt Test Number 1. Copy \AltiServ\Phrases\Lang1\phrase9900 to \AltiServ\Phrases\LangCustom folder. Rename it an unused phrase name, for example, phrase0990 (the number must be less than 1000). 2. Select an unused IVR and set the IVR to play the prompt number you named in step 1 (990 in this example). Figure 7. Setting the IVR to play a prompt number AltiContact Manager Administration Manual 7-17 7.
Triton Analog Trunk GS/LS Properties 3. Set the Timeout to Repeat Current Level. Figure 8. Setting Timeout to Repeat Current Level 4. Set trunk In Call Routing of the tested trunks to this IVR. Figure 9. Setting trunk In Call Routing to an IVR 5. Call from one trunk to another one. You should hear a 1K Hz tone playing at the originating side. 6. While the tone is playing, measure the Rx Level at the trunk that is making the outgoing call.
Trunk Configuration a) Go to VoIP Board configuration and click the Advance button. • If the reading is -6 dB to -14 dB, for example, -12dB, no change is needed. • If the reading is -15 dB to -18dB, take the following steps to increase the gain for the Triton Analog Trunk to IP phone connection: a) Go to VoIP Board configuration and click the Advance button. b) Set the Transmitting gain to IP Extension to 9 for the Triton Analog Trunk.
Triton VoIP Trunk Configuration Triton VoIP Trunk Configuration To configure a Triton VoIP channel, select a Triton VoIP channel from the trunk channels list in the Trunk Configuration window, then click the Trunk Properties button or double-click the list entry to view the Triton VoIP Trunk Line Configuration dialog box. Figure 10. VoIP Trunk Configuration window H.323 Configuration The primary configuration section for Triton VoIP is H.
Trunk Configuration Description Enable AltiServ NAT Support for H.323 In the case where ACM is behind NAT, this NAT support feature allows ACM to make H.323 IP calls through NAT, even when the NAT router does not support H.323. When this option is selected, the following check boxes are enabled in the NAT Support field: • Public Address in NAT Server - enter the public IP address of NAT router. • Use Private Address in Private Network - by default, this check box is enabled.
Triton VoIP Trunk Configuration RTP Configuration The second configuration section for Triton VoIP is RTP Configuration, with the following settings: Parameter Description Codec By default, G.711 (provides toll quality digital voice encoding), G.723/G.729 (uses low rate audio encoding to provide near toll quality performance under clean channel conditions) and G.723/G.729 codecs are automatically enabled. These option are not configurable. Note: On the 30-port board, G.723/G.
Trunk Configuration Description G.711/G.723/G.729 Jitter Buffer Range (ms) Indicates the delay, in milliseconds, used to buffer G.711/G.723/G.729 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 default values for the jitter buffer for G.711 is 10 min.
Triton T1/PRI Trunk Properties Triton T1/PRI Trunk Properties To configure a Triton T1/PRI channel, select a Triton T1/PRI channel from the trunk channels list in the Trunk Configuration window, then click the Trunk Properties button or double-click the list entry to view the Triton T1/E1 Configuration dialog box. Figure 11.
Trunk Configuration Description Protocol You can set Protocol to one of the following: 7. Trunk Configuration Parameter • 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. Loop Start and Ground Start protocols cannot be used for interfacing between two boards. Dialing Delay Specifies the delay, in milliseconds, after trunk seizure and before digit dialing.
Triton T1/PRI Trunk Properties Parameter Description Incoming sequence Select up to five incoming symbols to collect from the Caller ID or DID digits: • None • # • * • # or * • Caller ID • DID/DNIS Selecting ‘None’ in any field of the sequence will terminate the sequence and automatically disable subsequent entries in the sequence. The default sequence is: “# or *” (and then) “Caller ID” (and then) “# or *” (and then) “DID/DNIS” Or Sets up an additional, alternative sequence.
Trunk Configuration 7. Trunk Configuration Caller ID and DID Incoming Sequence Example The following is an example of a Caller ID and DID/DNIS incoming sequence window. Figure 12. Incoming Sequence window When a call comes in, the system tries to match the incoming sequence to either the first or second Incoming Sequence Digit String sequence. If no match is found, no Caller ID or DID digits will be collected. • The system waits 3 seconds for the first digit to arrive.
Incoming Call Routing Incoming Call Routing To set incoming call routing for a trunk, select the trunk on the General tab, then click the In Call Routing tab in the Trunk Configuration window. The trunk location appears in the title bar. Figure 13.
Trunk Configuration Web IP Calls • During Business Hours • Outside Business Hours • Non Workdays Within each of these three time slots, you have the following routing options for incoming calls: • Route to an extension selected in the drop-down list • Route to an IVR/Auto Attendant number selected in the drop-down list • Route to the operator Outgoing Call Blocking To set outgoing call blocking for a trunk, select the trunk in the General tab, then click the Out Call Blocking tab in the Trunk
Outgoing Call Blocking 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. You can use Apply to… to apply the settings to multiple trunks.
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 tab, 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 tab, Voice Mail Configuration Defining a Distribution List 1. On the Distribution List tab, 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 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 tab, 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 with 64 kbps for voice packets. This is appropriate for lease lines or high-speed connections. The default codec for dynamic IP extensions is G.723 with 6.3 kbps. This is appropriate for internet connections. For voice, G.723 AB uses 8 kpbs. G.711/G.
Setting VoIP Codecs Figure 2. VoIP Codec Configuration tab, VoIP Configuration Parameter Description System Preferred Codec (G.723/G.729) Use the drop-down list to select the preferred codec for the system’s VoIP configuration, either G.723.1 or G.729. Note: AltiWare always uses the same code on both transmit and receive directions. If a third party H.323 device is used which supports both G.732.1 and G.729, this device’s preferred codec setting must be configured to use the same as AltiServ’s.
VoIP Configuration Parameter Description G711 IP Ranges Lists the G.711 dynamic IP addresses or address ranges you have created in the Add IP Codec Setting dialog box, described below. By default, the ranges for private IP addresses are already added: 10.0.0.0 - 10.255.255.255 172.16.0.0 - 172.31.255.255 192.168.0.0 - 192.168.255.255 To set the codec of an IP extension with static IP addressing: Select the extension in the Static IP Extensions list. 2.
Setting VoIP Codecs You cannot use the minimum and maximum values (0.0.0.0. and 255.255.255.255). 4. Click OK. 5. Repeat these steps for every range or value you wish to make available for users of IP extensions with dynamic addressing. Setting Ranges and Values with the 30-Port IP Board If you do not have 12-Port IP boards in your system, and only have a 30Port IP board, you must configure the system to use G.711 only.
VoIP Configuration Network Configuration Guidelines for VoIP Real-time applications such as voice communications require a networking environment that meets certain requirements to deliver and maintain good voice quality. The following network configuration guidelines are highly recommended when using AltiWare’s VoIP features. ISP/Intranet Quality of Service (QoS) • If you subscribe to the public IP network or use your own Intranet, make sure the maximum network delay is less than 150 milliseconds.
Network Configuration Guidelines for VoIP • If you have heavier data applications running concurrently, the bandwidth reserved for data traffic should be increased. • If your router supports multilink or TCP fragmentation, configure your WAN router to user smaller packet sizes, e.g. 500 bytes. WAN Router Configuration • The router which connects your LAN and the WAN should support priority queuing.
VoIP Configuration • 172.16.x.x to 172.32.x.x • 192.168.x.x — You are able to connect to the Internet directly WITHOUT using a proxy server. • 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.
Configuration Guidelines for NAT Configuration Guidelines for NAT Note: This section only applies to Alti-IP 600 phones or IP Talk integrated with AltiView. For third party IP Phones, refer to AltiGen’s NAT Application Note. 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.
VoIP Configuration AltiGatekeeper Installation When installing AltiGatekeeper, the installation will require information in the following dialog box. 9. VoIP Configuration Figure 5. Note: AltiGatekeeper Configuration Tool configuration window The user can change this configuration later by running the program CONFIGTOOL.EXE in the AltiGatekeeper installation directory.
Configuration Guidelines for NAT as GKIP — “Gatekeeper’s IP address.” In gateway mode, you should specify which gateway you want this IP phone to connect to. Thus, you will need to give the phone the IP address of the gateway, referred to as GWIP — “Gateway’s IP address.” Notes • The current version of the Polycom IP phone can only support the gatekeeper mode. • Netmeeting integrated with AltiView works with AltiWare in gateway mode, in this case, AltiView’s login server IP address is GWIP.
VoIP Configuration Remote IP Phone Connecting Through DSL or Cable Modem 9. VoIP Configuration Figure 6. 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.
Configuration Guidelines for NAT Public Network Configuration (AltiWare with Public IP Address) Figure 7. AltiWare with Public IP Address Figure 2 shows a network layout in which AltiWare and AltiGatekeeper 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.
VoIP Configuration The AltiWare and AltiGatekeeper are installed and running on the same host with public IP address 169.254.101.2. When installing AltiGatekeeper, configure as follows: For Public Address: Redirect Address: 169.254.101.2 Enable Private Access: Disabled For Private Address: N/A 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.
Configuration Guidelines for NAT When remotely configuring IP Phone 4, you should set up the GKIP or GWIP based on the gatekeeper/gateway mode. In this case, AltiGatekeeper’s/AltiWare’s IP address are the same, which is 169.254.101.2. For an H.323 IP Call from Another AltiWare on Internet: Another AltiWare can make a H.323 IP call to this AltiWare by calling the IP address 169.254.101.2. Private Network Configuration (AltiWare with private IP address and behind NAT) Figure 8.
VoIP Configuration Router 1 is a 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. There are two remote IP phones: IP Phone 3 with a private IP address 192.168.2.100 connects to the Internet via Router 2, which must also support NAT. Router 2 can also sit behind a DSL/Cable Modem. Another remote IP phone, IP Phone 4, with a public IP address 202.101.54.61, connects to the Internet directly.
Configuration Guidelines for NAT When configuring remote IP Phone 3, you should set up the GKIP or GWIP based on the gatekeeper/gateway mode. In this case, AltiGatekeeper’s/AltiWare’s IP address are the same, which is Router 1’s public IP address — 169.254.56.169. Note that only ONE (1) IP phone can be behind the NAT and connect to the AltiWare through the NAT. • Router 2 Router 2 is a router supporting NAT with the remote IP phone connected.
VoIP Configuration Private and Public Network Configuration (AltiWare with Both Private and Public IP Addresses) 9. VoIP Configuration Figure 9. 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, NAT is not required in the local network.
Configuration Guidelines for NAT • AltiWare and AltiGatekeeper The AltiWare and AltiGatekeeper are installed and running at the same multi-homed host with private IP address 192.168.1.2 and public IP address 169.254.101.2. When installing AltiGatekeeper, configure as follows: For Public Address: Redirect Address: 169.254.101.2 Enable Private Address: Enabled For Private Address: — Redirect Address: 192.168.1.2 — Subnet Address: 192.168.1.0 — Subnet Mask: 255.255.255.
VoIP Configuration • IP Phone 3 When configuring remote IP phone 3, you should set up the GKIP or GWIP based on the gatekeeper/gateway mode. In this case, AltiGatekeeper’s/AltiWare’s IP address are the same, which is 169.254.101.2. Note that only one (1) IP phone can be behind the NAT and connect to the AltiWare through the NAT. For the Remote IP Phone Directly on Internet: • 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.
Configuration Guidelines for NAT VPN Network Configuration (Connecting to AltiWare with VPN) Figure 10. AltiWare with VPN In a small branch office, there are more than one IP phones with private IP addresses that require connection to AltiWare. Due to fact that NAT only allows one IP phone behind it, a VPN solution can be used to meet this requirement. Figure 5 shows a network layout in which there are two private networks, the corporate LAN and branch office LAN.
VoIP Configuration address 192.168.1.100 and 192.168.1.101. And the three remote IP phones, IP Phone 3, IP Phone 4 and IP Phone 5, connect to the branch office network with private IP addresses 192.168.2.100, 192.168.2.101 and 192.168.2.102, respectively. Setup For the Corporate LAN: For Public Address: Redirect Address: NAT’s public IP address if any, otherwise use AltiWare’s public/private IP address Enable Private Address: Enabled For Private Address: — Redirect Address: 192.168.1.
Configuration Guidelines for NAT • WAN Bandwidth - should be greater than the aggregate of maximum VoIP session bandwidth usage. Each G.711 codec requires 17 Kbps and each G.723.1 codec requires 85 Kbps. • QoS - if the IP WAN network provides QoS (Quality of Service), it should be configured to honor VoIP RTP packet transmission. An easy example for a VPN resolution is with the Linksys EtherFast VPN router1. Router 1 and Route 2 are routers supporting VPN.
VoIP Configuration Remote Security Gateway: (specifies the public IP address of the corporate VPN-enabled gateway) 169.254.56.
Setting up H.323 Traffic Forwarding for NAT 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 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. If this H.
VoIP Configuration AltiWare NAT Support Feature Double-click the VoIP board in the Board View of AltiAdmin to open the Board Configuration dialog box. Click the Board Configuration button to open the following Triton VoIP Trunk Configuration dialog box. Figure 11. Triton VoIP Trunk Configuration window AltiContact Manager Administration Manual 9-29 9. VoIP Configuration AltiWare’s NAT support feature makes it possible to make H.323 IP calls through a NAT with or without H.323 support.
Setting up H.323 Traffic Forwarding for NAT Enable the H.323 Cross NAT Support Enable check box and then enter the NAT router’s public IP address in the NAT Mapped Public Address field. If you have the local IP phone, which is in the same private network with AltiWare, enable the Use Private Address in Private Network check box; then enter the Subnet Address and Subnet Mask of the private network.
VoIP Configuration 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.
Setting Up an AltiContact Manager-to-AltiContact Manager IP Network 4. Configure the dialing plan for connection to remote AltiContact Manager systems on the IP Dialing Table tab 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.
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. The Add an entry dialog box 2. 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 default routes. 10. Out Call Routing Configuration Figure 3. Default Routes tab, 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 Setting Dialing Pattern Routing You can use the Dialing Pattern tab to create or disallow routing for specific dialing patterns. As noted in “About Restricting Outgoing Calls” on page 10-1, there are three AltiContact Manager functions to restrict outcalls, of which the Call Restriction setup of System Configuration takes precedence. The Dialing Pattern tab provides for setting up blocks with specific exceptions.
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. Note: After a route is added, you can edit to further define it as described in the following discussion. Editing a Dialing Pattern To edit, or define, a pattern, select and highlight the route in the prefix list, make changes to the attributes, then click Apply.
Setting Dialing Pattern Routing Example: 10-Digit Dialing A sample use of dialing patterns is enabling 10-digit dialing, which some geographical areas require. Normally, AltiContact Manager prepends a “1” to 10-digit numbers when users use single-click calling features such as zoomerang or calling from a Contacts list in AltiView or a TAPI-enabled application. This could cause some calls to fail. Here is how you would enable 10-digit dialing. 1.
Out Call Routing Configuration To reduce dialing delay: In the Number Plan page of System Configuration, select a digit for route access. 2. In the Route Definition page of Out Call Routing Configuration, add a route definition entry for en-bloc and assign the member en-bloc trunk(s). 3. In the Dialing Pattern page of Out Call Routing Configuration, add dialing pattern definition entries for the following prefixes: 10. Out Call Routing Configuration 1.
Setting Dialing Pattern Routing The Dialing Pattern page should look as follows: 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.
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 Auto Attendant ID: 100, Phrase 10 Auto Attendant ID: 110, Phrase 20 Main Menu for XYZ Office Digit Meaning Action Reserved for Extensions (no prompts) Collect Extension 4 Express Support Expand Tree (No. 110) 5 Sales Expand Tree (No. 120) 1 2 3 Collect Extension Express Support Digit Technical Support Expand Tree (No. 130) 7 Phone FAQs Expand Tree (No.
IVR Configuration 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 11-4. 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. 11. IVR Configuration Figure 1.
Editing IVRs 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. When the IVR Select window appears, select an IVR in the list and click the Edit button.
IVR Configuration 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.
Editing IVRs • 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.
IVR Configuration Table 12. IVR Actions Description Call - Dial By Name Prompts the caller to enter the name (first, or last, or both in any order) of the person they wish to speak with and dials the extension that matches the name. Callers may enter just the first letter of the last name to hear a list of all users with last names that begin with the letters entered. Call - Collect Extension Call the extension entered by the user.
Editing IVRs Collecting Digits When you select the Adv. - Collect Digits action, the caller is prompted to enter more digits. Once a minimum number of digits are entered, the system proceeds to open a single item expansion of the Adv. - Collect Digits action. In the item tree at the left, you can see a “& -” appear as an expanded item action. To use the Collect Digits action: 1. Select the Adv. - Collect Digit action, and set the following additional parameters: Figure 3.
IVR Configuration • 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. • Inter-Digit Timeout after Max Length—the length of time the system will wait after the maximum length of digits is collected. • Web Call Response Timeout—the length of time the system will wait for digits after responding to a web-based call before timeout. 2.
Phrase Management This section covers information using pre-recorded phrases, recording custom phrases, and using professionally recorded phrases. Using Pre-Recorded Prompts AltiWare provides ready-to-use pre-recorded phrases. Phrase 0001 is the default IVR greeting at the root menu level. Phrases 0291 through 0297 are phrases used for group queue prompts. Phrase # Phrase 0001 Thank you for calling. If you know the extension of the person you wish to speak with, please enter it now.
IVR Configuration To record a custom phrase: 1. Log in from any telephone on the system with the system manager’s extension and password. This brings you to the AltiGen Voice Mail System Main Menu. 2. Press 6 for the Phrase Management option. 3. Press 2 to record a phrase. 4. Enter a four-digit phrase number between 0001 and 0999. 5. Record the phrase after the tone. Press # at the end of the recording. 6. The system will replay the recorded phrase. Press # if the recording is acceptable. 7.
Phrase Management • If you are using a studio other than Worldly Voices, the conversion utility is available from AltiGen’s Support Web site at http:// support.altigen.com. This utility allows you to convert an audio file recorded at either 8KHz or 11.025KHz in the WAVE format to an AltiWare playable audio file. 5. The prompt should be saved in the following file name format: • 0001.wav for phrase #0001 • 0002.wav for phrase #0002, etc. 6.
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 on the tabs of 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 tab, 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 tab. You can edit any of these attributes.
DNIS Routing Note: DNIS supports only incoming T1, PRI, and analog DID trunks, and in the case of T1 and PRI, DNIS works with incoming trunks that are not set up as tie trunks. In order to locate an entry in the DNIS table for an incoming call, a full match is required. If there is no match in the DNIS routing table set up in this tab, the system tries to match the number based on the DID number entered on the General tab of Extension Configuration (see “Setting up Extensions” on page 14-3).
CallCenter Configuration The number and name entries have the following requirements: • The DNIS Number must be devoid of all characters except the numbers 0–9 (the hyphen is not accepted in this dialog box). For example, 2529876 is a good entry, but 252-9876 is not. • The DNIS Name is descriptive and optional; it can be used to remind you about the nature of the number and routing. For example, you might give the 2529876 number the name, “Tech Support.
Agent Logout Reason Codes • Call Priority—when enabled, allows you to assign a call priority from 1 - 9 that will be associated with the DNIS entry. The highest priority is 1, the lowest priority is 9. Incoming calls will retain this priority. Agent Logout Reason Codes In a workgroup environment, logout reason codes allow agents to specify why they are signing off from the workgroup, and the manager can view that information.
CallCenter Configuration To define reason codes, type the associated reason into the text box next to the code you want to associate with the reason. 12.
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CHAPTER 13 Call Recording Configuration AltiContact Manager provides a system-wide, voice call recording feature. Note: Call recording options for specific extensions/workgroups can be set up on the General tab of Extension Configuration and Workgroup Configuration, respectively. To configure system-wide voice recording, select CallCenter Management... and then Call Recording. 13. Call Recording Configuration Figure 1.
described in “Setting the Destination Folder for Centralized Recording” on page 13-2. 3. Select Extension Based Recording or Trunk Based Recording. Note: Extension Based Recording and Trunk Based Recording are mutually exclusive. They cannot be mixed. 4. Select the Allow Supervisor to Monitor, Barge-In, and Record Agent’s personal call check box, if desired.
Call Recording Configuration 1. From the desktop, select Map Network Drive from the Tools menu. Figure 2. 2. Map Network Drive In the Map Network Drive dialog box, click the Sign up for online storage or connect to a network server link. 13. Call Recording Configuration Figure 3.
3. This invokes the Add Network Place Wizard. Figure 4. Add Network Place Wizard 4. Click Next. You’ll see the screen below: Figure 5.
Call Recording Configuration 5. Click Choose another network location and click Next. The following screen is displayed: Figure 6. 6. Add Network Place Wizard - Internet/Network Address Type the address of the Web site, FTP site, or network location in the field, for example,”\\Goldbar\business”; or use the Browse button to locate the destination path. Click View some examples for correct formatting. Then click Next. The following screen is displayed: 13. Call Recording Configuration Figure 7.
7. Type in a name for the network place and click Next. A confirmation screen appears: Figure 8. Confirmation screen 8. Click Finish. The network place you created should appear on the desktop. Figure 9.
Call Recording Configuration 9. In the Recording Configuration window, use the Browse button to select the network place as the destination folder. Figure 10. Recording Configuration Window 13.
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CHAPTER 14 Extension Configuration There are two types of 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 extension configuration by selecting an extension on the General tab, then clicking another tab to work on the settings on those tabs.
Extension Configuration Setting up Extensions The Extension Configuration General tab provides for creating extensions and establishing their basic attributes. The General tab is the default tab displayed when you open the Extension Configuration window. If you’re viewing another Extension Configuration tab, you can click the General tab to display it. Figure 1. General tab, Extension Configuration 14.
Setting up Extensions Adding New Extensions To add a new extension: 1. Click the Add button in the General tab. 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 extensions, and it must be the length assigned to extensions, both of which are set on the Number Plan tab in System Configuration as described in “Setting a System Number Plan” on page 5-4. 3.
Extension 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. Note: Only letters can be used for these fields. Inputting numbers or symbols (such as “#”, “*”, “/”, “-” are blocked, so as not to conflict with Dial by Name (#34) and other feature codes. • Password for the extension user.
Setting up Extensions Note: Please note the following information regarding Caller ID when using particular phones. • Some phones (such as Nortel) can only display up to 12 digits for the Caller ID. • The Alti-IP 600 Phone can support up to 16 digits in the Caller ID display. • AltiTouch 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.
Extension Configuration • Enable Intercom—select this box to enable the intercom call feature for this extension. Pressing #93 allows the user to make an intercom call to another intercom-enabled extension. Note: Intercom is only available for extensions on Triton Analog Extension Boards and AltiGen IP Phone Extensions. The option is grayed out for extensions on Quantum boards. • Agent Check Box - allows the extension to be added as a member of one or multiple huntgroups or workgroups.
Setting up Extensions • Auto Record to central location—records all calls, which are saved to a centralized location (defined in Recording Configuration on the CallCenter Management menu - see page 13-1); this option requires a Recording Seat license to be available. Note: This option also gives the agent/extension the ability to record on demand, if no call is being recorded.
Extension Configuration You can change a Virtual extension to a Physical one, and vice versa. If you change the type to physical, you can also set the location and configure the line as discussed in the subsequent paragraphs. Changing the Location When you create a physical extension, you assign it a location or you accept an automatically assigned location. If you have available extensions, you can change the location on the General tab.
Setting up Extensions 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.
Extension Configuration Quantum Line Properties If you select a Quantum board extension and click Line Properties, you’ll see the Quantum Line Properties dialog box. Note that you can use the Apply to… button to apply these hardware settings to one, some, or all ports on the board. Using Apply to… is discussed in “Apply To Button” on page 14-2. Figure 3.
Setting up Extensions 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. • MDMF—Multiple Data Message Format for supporting and sending multiple data types, such as name and number information. Receiver Gain/ Transmission Attenuation Incoming and outgoing volume for every extension.
Extension Configuration 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: None • SDMF—Single Data Message Format for supporting and sending a single data type, such as phone numbers. • MDMF—Multiple Data Message Format for supporting and sending multiple data types, such as name and number information.
Setting up Extensions 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. Ringing Frequency Select the frequency in Hz that is necessary for the equipment attached to this line.
Extension Configuration 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.
Setting Up Groups 1. In AltiAgent, click the Call Memo button. The Memo dialog box opens. 2. In the Memo field, enter DISP= and follow that with your text (for example, DISP=new customer) in the Memo field. DISP (for “display”) is case-insensitive and supports only inbound trunk calls. Alti-IP 600 Phone Display Notes For the Alti-IP 600, the Name Line displays caller information under the following conditions: — If Name Line is set to Caller Name, it will display caller name.
Extension Configuration To open the Agent Extension view on the Group tab: 1. Select the Virtual or Physical extension number from the Agent/ Supervisor/Extension list on the Extension Configuration General tab. 2. Click the Group tab. The Agent Extension view on the Group tab is displayed, with the agent extension number appearing in the window title bar. Figure 5.
Setting Up Groups Setting Wrapup Time In the Extension view, you can set the Wrapup Time for the selected physical agent extension. This option doesn’t appear for a virtual extension or a non-agent extension. Wrapup time is a system delay before routing the next call to the extension, and it gives the agent time to finish up with notes, prepare for the next call, log out of the huntgroup, or hit the “Wait” button in AltiView after putting a call on hold and going back onhook.
Extension Configuration Logging Outbound Workgroup Calls In the Extension view, you can assign an agent to an outgoing workgroup, which is useful for call detail reporting and workgroup statistics. All calls made by the agent while logged into the workgroup will be tracked as calls from the workgroup. The agent’s outgoing workgroup can be assigned to any workgroup of which he is a member.
Setting up Station Speed Dialing Figure 6. Speed Dialing tab, Extension Configuration Editing Speed Dial Entries To add or edit an entry: 1. Double-click the Station Speed ID number you want to work with, or select the number and click Edit. Or click Add to add an entry. A dialog box appears: 2. Select the ID number using the drop-down arrow, type in a name for the Speed Dial entry, then the full number as you would dial it, with a maximum of 20 digits per entry.
Extension Configuration prefix), followed by 408 (area code), and finally the seven digit telephone number. Valid digits include 0 through 9, #, *, and (,) comma. The comma represents a one (1) second pause. Note: You can use Apply to to apply speed dialing numbers to one, some, or all physical extensions.
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.
Extension 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 Press “0” Option This option allows a caller to press “0” while listening to this extension’s greeting. Use the drop-down list to select one of the following forwarding destination for the call: Voice Mail, IVR, Extension, Group, Operator (default), Outside Number, Application Extension, Line Park or Paging Trunk. When the caller presses “0,” the call will forward to the specified destination.
Extension Configuration Figure 8. Notification tab, 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 14-2 for more information on using Apply to.
Setting Message Notification Options Important: If Urgent Voice Messages Only is selected and notification schedule is set to Non-Business Hours, if the extension receives an urgent message that is received and not listened to during normal business hours, the system will perform notification as soon as the system enters non-business hours. Emergency Notification When any extension dials an emergency number, the system can make calls to pre-configured extensions, groups, or outside numbers.
Extension Configuration Note also the following considerations: • Using the Phone option, see “Outcall to Cellular or PCS Phone Numbers” on page 14-27. • For the Pager option, the system calls the specified pager number and then dials the system main number (as set in System Configuration, General tab), which is then displayed on the user’s pager. For the operator-assisted paging function, the operator phone number and the pager number must be entered in the * format.
Configuring Calling Restrictions Setting Notification Business Hours You can choose one of three options for when the extension user is to be notified of new messages: • Non-Business Hours—notification only during non-business hours. Business hours are set in System Configuration, Business Hours tab (“Setting Business Hours” on page 5-10) • From/To—notification during a specified time of day.
Extension Configuration Figure 9. Note: Restriction tab, Extension Configuration You can use Apply to to apply call restriction settings to one, some, or all extensions. See “Apply To Button” on page 14-2 for more information on using Apply to. Setting Call Restriction Options You can use one of the following options in setting restrictions on an extension or on multiple extensions using Apply to. No Restrictions on Outcalls. • Internal Calls Only—extension-to-extension.
Setting Answering Options • Allow Internal/Local Calls AND Restrict Other Calls by Disallowing Certain Prefixes—disallows calls to outside numbers with prefixes you specify in the Prefixes Disallowed boxes. Include all relevant prefix numbers, for example, starting with 1 + prefix. Setting Other Call Restrictions You can allow or restrict two other types of calls by using the following check boxes.
Extension Configuration You can use Apply to to apply call restriction settings to one, some, or all extensions. See “Apply To Button” on page 14-2 for more information on using Apply to. However, since the available options vary with the type of extension, you can only apply the choices to the same type of extension. For example, If you are working with the settings for a virtual extension, you can use Apply to to apply changes to one, some, or all virtual extensions, but not to physical numbers.
Setting Answering Options 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.
Extension Configuration • To an Outside Number—this option is available if it is allowed in the Other Call Restrictions option in the Restriction tab, as discussed in “Setting Other Call Restrictions” on page 14-30. Also, see “Outcall to Cellular or PCS Phone Numbers” on page 14-27. If you choose Outside Number, select a trunk or route access code to use in the small drop-down list on the left, and type in the full prefix and phone number.
Setting Answering Options (even while the target phone is ringing). For an extension call, the wait time starts after connecting to the extension (it does not start from ringing). Note: Forwarding calls to a pager is possible but not recommended since callers will only hear what is heard when calling a pager and will not know to enter a return phone number unless instructed.
Extension Configuration • Enable Single Call Waiting—sets up single call waiting. This feature gives an alert tone (audio beep) to indicate that a call is waiting. This feature must be enabled in order to conference incoming calls. • Enable Multiple Call Waiting—enables a “personal queue” of multiple calls waiting. You must also select the Place Caller In Queue option under Busy Call Handling to enable this option.
Configuring One Number Access 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. Configuring One Number Access One Number Access (ONA) allows you to identify specified callers to be connected to the user without having to dial more than one number.
Extension Configuration To configure ONA, select the extension number from the Agent/ Supervisor/Extension list, then click the One Number Access tab. Figure 12. Note: One Number Access tab, Extension Configuration You can use Apply to to apply some ONA settings to one, some, or all extensions of the same type—physical to physical, and so on, but only if the extensions are ONA enabled on the Answering tab. See “Apply To Button” on page 14-2 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 and AltiView. Disabling One Number Access You can disable ONA for the extension by clicking the Disable option. Disabling access on this tab does not destroy the data you might have entered.
Extension 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 and virtual extensions; physical and virtual extensions have monitoring rights, and can be monitored. If you place a physical or virtual extension in a Monitor List, that extension will show in the client user’s Change Monitor window.
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. Select the Trunk Monitor Enable check box to allow monitoring of the AltiLink Plus trunk events at the selected extension.
Feature Tips 3. Create a new DWORD Value (select DWORD Value from the New option under the Edit menu) called FeatureTipEnabled. 4. Set the Value data to 0 to disable Features Tips. (Set the Value data back to 1 to enable Feature Tips again.) 5. Open the System Configuration window of AltiContact Manager and click OK without making any changes in the data fields. It is not necessary to restart AltiContact Manager.
CHAPTER 15 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 Agent Seat Licenses).
Apply to Button The Huntgroup Configuration window often allows 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 tab is the default tab displayed when the Huntgroup Configuration window is opened. If you are viewing another Huntgroup Configuration tab, click the General tab to display it. Figure 1. General tab, Huntgroup Configuration Adding a Huntgroup 1. To add a huntgroup, click the Add button in the General tab. The Add New Group dialog box opens. AltiContact Manager Administration Manual 15-3 15.
Setting Up Huntgroups 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 tab: To set up Group Information, type in the following: • First Name and Last Name—each with a maximum of 32 characters. • Password—the default is the system default password set on the Number Plan tab of the System Configuration window.
Huntgroup Configuration • Enable Dial-By-Name Service—select this box to allow callers to search the extension list by employee name for this hunt group extension. • Description—each huntgroup can be assigned a description. 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 two options. These default settings reduce the risk of international toll fraud.
Establishing Huntgroup Membership huntgroup, which provides for adding extensions to the selected huntgroup. 2. If you select an extension from the Agent/Supervisor/Extension list on the Extension Configuration General tab, then click the Group tab, you open the Extension view of the Workgroup window, which provides for assigning workgroups to the selected extension and for setting wrap-up times. This section discusses the first way first.
Huntgroup Configuration Adding Extensions to Huntgroups Figure 2. Huntgroup view of Group Member tab, Huntgroup Configuration Adding or Removing Members To add extension(s) to the selected huntgroup: 1. In the huntgroup view of the Group Member tab, 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 15-5) to assign agent extensions as members of huntgroups. This method—selecting a physical or virtual extension from the Extension Configuration General tab, 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 on the Group tab, 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 Huntgroup Configuration, General tab, then click the Mail Management tab. Figure 4.
Setting Huntgroup Mail Management 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 26-10. Setting Email Options On the General tab, you can set the email options for the huntgroup: • Email Name—the huntgroup’s email name without the @domain.
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 For the operator-assisted paging function, the operator phone number and the pager number must be entered in the * format. For example, if the phone number to call the pager operator is 7654321 and the pager number to page the user is 12345678, the notification outcall number that needs to be entered is 7654321*12345678.
Huntgroup Configuration • Seconds after Answered—the delay (from 5 to 30 seconds) after a call is answered before the system sends the return phone number. You can choose one of three options for when the extension user is to be notified of new messages: • Non-Business Hours—notification only during non-business hours. Business hours are set in System Configuration, Business Hours tab (“Setting Business Hours” on page 5-10). • From/To—notification during a specified time of day.
Setting Call Handling Options Figure 6. Call Handling tab, 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.
Huntgroup Configuration • Line Park—if configured, select a Line Park group (configured in “Line Park Configuration” on page 19-1) from the drop-down list. Call Forwarding is available to huntgroups. 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 an Extension—select an extension number in the drop-down list. See “A 10-Hop Limit to Call Forwarding for Direct Calls” on page 1519. • To a Group—select a group from the drop-down list. • To the Operator • To an Outside Number—this option is available if it is allowed in the Other Call Restrictions option in the Restriction tab, as discussed in “Setting Other Call Restrictions” on page 14-30. Also, see “Outcall to Cellular or PCS Phone Numbers” on page 15-16.
Huntgroup Configuration Member Voice Mail (huntgroup extensions only)— forwards the call to the voice mail for the extension that didn’t answer the call. • IVR—use the drop-down list to select an IVR to which to route the call. IVR settings are established in IVR in the Call Center Management menu. • Line Park—if configured, select a Line Park group (configured in “Line Park Configuration” on page 19-1) from the drop-down list.
Setting Call Handling Options have higher priority than other huntgroup calls. Therefore, if an agent belongs to multiple huntgroups, one of which has this option enabled, a call to that huntgroup will be picked up before others, regardless of its Wait Time in the queue. • Enable Single Call Handling for Agent—select this check box to enable single call handling for huntgroup agents.
Huntgroup Configuration To the Operator • To Line Park—if configured, select a Line Park line (configured in “Line Park Configuration” on page 19-1) from the drop-down list. Setting Queue Management Options In the Queue Management tab of Huntgroup Configuration, you can set audio peripheral options—which greetings and updates to use as well as the update interval. For each huntgroup you can either use the system default audio peripheral configuration or you can set up a custom configuration. Figure 7.
Setting Queue Management Options 15-24 AltiContact Manager Administration Manual
CHAPTER 16 Workgroup Configuration AltiContact Manager allows up to 64 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.
After you have created a workgroup, the second step is to use the Group Member tab to assign agents to the workgroup(s). Figure 1. General tab, Workgroup Configuration Creating a Workgroup 1. To add a new workgroup, click the Add button on the General tab. The Add New Group dialog box opens. 2. Type in a workgroup number in the Input Number field and click OK.
Workgroup Configuration Establishing Basic Workgroup Attributes After you create a workgroup, you can set other basic attributes on the Workgroup Configuration General tab: To set the Personal Information: • 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.
• Description—Optional descriptive information such as department name or workgroup office location. 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 The Service Level Calculations Options button opens the following dialog box, which allows you to calculate service level based on total call service level, answered call service level or your own customized option. 16. Workgroup Configuration Figure 2.
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.
Workgroup Configuration Multimedia Support Figure 3.
Establishing Workgroup Membership — Supervisor Queue Control - when Allow Priority Change is enabled, this feature allows a workgroup supervisor to change call priority. • Queue Length Limit - use the up/down arrows to set the Maximum queue length. When the maximum queue length is reached, all new incoming calls will be discarded by the server. • Inter Workgroup Call Distribution - this field is used to calculate the score of each call in a workgroup’s queue.
Workgroup Configuration 16. Workgroup Configuration Figure 4. Group Member tab, Workgroup Configuration Adding or Removing Members To add extension(s) to the selected workgroup: 1. In the Group Member tab, 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.
Establishing Workgroup Membership List to open the Skill Level dialog box. (Skill Levels are defined in “Skill Setting Assignment” on page 16-13.) Figure 5. 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.
Workgroup Configuration Setting Business Hours The Business Hours settings define how after hours calls are handled for workgroups. An administrator can assign a Business Hour profile to a group, and also configure after hours handling for each day of the week. Figure 6.
Setting Business Hours Parameter Description After Hours/NonWorkday Scheduling For each day of the week, select a Forward To option for call handling after hours or for nonworkdays: Logout All Agents At 16-12 • 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 Configuration on the CallCenter Management menu. • To an Extension—select an extension from the drop-down list.
Workgroup Configuration Skill Setting Assignment The system administrator can create skill set categories, such as “Spanishspeaking,” which can be assigned to an agent or a group. Calls can then be queued according to the agent’s call handling knowledge—providing for faster service and more informed answers. The settings configured here correspond to the Skill-Based Routing option in the Call Handling tab of Workgroup Configuration (see “Setting Workgroup Handling” on page 16-25). Figure 7.
Setting the Mailbox Options 3. In the Skill Level Name dialog box, enter the skill name in the Description field, then click OK. Figure 8. Skill Level Name dialog box 4. The Skill Set appears in the main window for that index number. 5. On the Group Member tab of Workgroup Configuration, the Skill Level for the workgroup will appear in the last column of the Member List. Figure 9. 6.
Workgroup Configuration 16. Workgroup Configuration Figure 10. Note: Mail Management tab, Workgroup Configuration 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. Synchronizing with Exchange Server If your system is set up to synchronize with an Exchange Server, you can check this check box to enable synchronization for voice mails.
Setting the Mailbox Options • 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. Mail Forwarding Options • Enable Mail Forwarding—selected, the workgroup’s email will be forwarded to the email address you specify in the Forward Email Address box. The address should be a full address, including the domain (for example, jsmith@thecompany.com.).
Workgroup Configuration Description 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). Play the Newest Voice Message First Selected, voicemails are played in reverse order of their delivery when the user retrieves them.
Setting Message Notification Options Figure 11. Notification tab, Workgroup 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 the Message Types for Notification Select the types of messages for which the workgroup extension user is notified: • None—selected, the user is not notified with a call regarding newly received messages.
Workgroup Configuration Important: If Urgent Voice Messages Only is selected and notification schedule is set to Non-Business Hours, if the extension receives an urgent message that is received and not listened to during normal business hours, the system will perform notification as soon as the system enters non-business hours. There are four options for sending the notification or reminder message: phone, pager, extension or custom application (Custom App).
Setting Message Notification Options the user’s pager. The operator is also given the option to repeat these numbers by pressing ‘#’. Outcall to Cellular or PCS Phone Numbers When an outcall is made by the system (for One-Number Access, Message Notification, Zoomerang, Call Forwarding, and so on) to a cellular or PCS phone, it may ring the phone once but not necessarily present the call and make a connection.
Workgroup Configuration Enabling Message Notification After configuring your message notification settings, to enable message notification, check the “Allow Calls to be Transferred or Conferenced to an Outside Number” field in the Restriction tab of Extension Configuration. 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.
Setting Call Handling Options Handling Busy Calls You have several options for handling calls when the workgroup extension 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 forwarding options: • Group Queue—for workgroup numbers and extensions with Multiple Call Waiting, discussed in the next subsection.
Workgroup Configuration A 10-Hop Limit to Call Forwarding for Direct Calls If there is a loop condition in the forwarding chain (for example, 100 forwards to 101, 101 to 102, and 102 back to 100), the call is sent to the first destination’s voice mail. 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 workgroups, with the restrictions discussed in the previous section.
Setting Call Handling Options in “Line Park Configuration” on page 19-1) from the drop-down list. Note: Forwarding calls to a pager is possible but not recommended since callers will only hear what is heard when calling a pager and will not know to enter a return phone number unless instructed. Handling Unanswered Calls The No Answer Call Handling function provide options for handling calls when no one answers the extension within a specified number of rings.
Workgroup Configuration 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. For example, if there are three member extensions in a workgroup, the call is always sent to the first member configured in the workgroup.
Setting Call Handling Options Important: Please note the following issue that may arise from using this option. When an agent is added to a workgroup and logs in, the agent’s login time starts from 0, while other agents (already logged in) have a login time starting many hours earlier. With Ring Average Longest Idle Member enabled, the new agent will not receive a call for a long time. • Ring Fewest Answered Calls—the agent who has answered the fewest number of calls.
Workgroup Configuration To set options for group RNA/logout 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 Configuration on the CallCenter Management menu.
Queue Management Note: When an extension (A) calls another extension (B), and is then transferred to a workgroup with Announce Agent Info enabled, only Ext. B will hear the agent announcement information. Inter Workgroup Call Distribution In the case where an agent belongs to multiple workgroups, queued calls in two or more of these workgroups, as soon as the agent becomes available, queued calls in each workgroup to be distributed to this agent is determined by this setting.
Workgroup Configuration Basic Queuing Control 16. Workgroup Configuration Figure 13. Basic Queuing Control of Queue Management, Workgroup Configuration When Basic is selected in the Queuing Control field, the following queue management options are available: 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 5-25.
Queue Management Note: 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 Overflow Routing The Queue Overflow Routing options are for handling long queues or long wait times for callers.
Workgroup Configuration Quit Queue Option The queue quit feature gives a caller the option of leaving a workgroup queue at any time by pressing # and/or 0. This feature can be disabled by unchecking this option. Click the Enable check box, then 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. IVR settings are established in IVR Configuration on the CallCenter Management menu.
Queue Management • Callback Interview—the System will record the caller’s Caller ID and will prompt the caller to record a message into the voice mail box of the workgroup. With a third party application, the system can notify workgroup agents of the waiting voice mail. (For more detail on this option, refer to the Callback Interview section below.) Note: This option is only available to external callers.
Workgroup Configuration Supervisor Queue Control When the Allow Call Redirect/Priority Change check box is enabled, this allows a workgroup supervisor to redirect queue calls or change call priority of queued calls. Figure 14. 16.
Queue Management Announcement The Announcement tab allows for configuration of queue announcements. Figure 15. Announcement tab of Advanced Queue Management, Workgroup Configuration To configure queue announcements: 1. Select from any of the following check boxes: • Queue Position • Expected Wait Time 2. Use the drop-down lists to select the Greeting Phrase and Update Phrases that will be played to callers in queue. 3.
Workgroup Configuration Menu Selection Note: When the workgroup queue is controlled by the AQM application, the system’s original queue configuration is disabled. Figure 16. Menu Selection tab of Advanced Queue Management, Workgroup Configuration To set up the Menu Selection: 1. In the Digits field, select 0 - 9, # or *. 2. For the highlighted digit, select a Prompt from the phrase list and click Add.
Queue Management • Transfer to VM • Play prompts • No Action • Disconnect 4. Click OK or Apply. Queue Overflow The Queue Overflow tab allows for configuration of overflow conditions and actions. Figure 17. • Queue Overflow tab of Advanced Queue Management, Workgroup Configuration Overflow Conditions - select from any of the following check boxes (if all are enabled, the conditions will be followed in order): — Calls in Queue Exceed - can be between 0 and 150.
Workgroup Configuration • Action - select from one of the following options: — Overflow existing call in the queue to — Overflow new incoming calls to When either is selected, use the drop-down list to select the overflow action: • Extension—select an extension from the drop-down list. • Workgroup—select a workgroup from the drop-down list. • IVR—select the IVR number to use in the drop-down list under the option. IVR settings are established in IVR Configuration on the CallCenter Management menu.
Queue Management Application Extension Queue Control Figure 18. Application Extension Queue Control of Queue Management, Workgroup Configuration When Application Extension is selected in the Queue Control field (and an Application Extension is already configured), use the drop-down list to select the desired Application Extension. For more information, refer to “Application Extension Configuration” on page 21-1.
CHAPTER 17 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. In addition, the Location column in the Extension View in ACM Administrator will show the IP address used by any extension currently logged onto an IP extension.
System Requirements 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. If you encounter this problem, you may need to reduce the number of IP extensions. System Requirements Server • AltiContact Manager 4.6 or higher • Triton VoIP board(s)—one VoIP port per simultaneous IP extension user is required.
Setting Up IP Extensions dialing + + . Make sure you can have a two-way conversation on this VoIP call. 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. For each extension for which you are enabling IP extensions, check Enable IP Extension on the General tab of the Extension Configuration window. 16. IP Extensions Figure 1.
Configuration • AltiView integrated with IP Talk For details on configuring these devices, see the documentation that AltiGen provides with each.
CHAPTER 18 AltiGen IP Phone Configuration AltiWare OE supports the IP 710, IP 705 and Alti-IP 600 series of IP phones, AltiGen’s H.323-compliant, business telephones that provide voice communication over an IP network. To configure the AltiGen IP phone, select AltiGen IP Phone Configuration from the System Management menu. This opens the AltiGen IP Phone Configuration window, where, after setting up an IP extension, you can set parameters for the extension: 18. AltiGen IP Phone Configuration Figure 1.
After creating the IP extensions, you can set the following parameters on the General tab: Parameter Description General Lets you specify the IP address of the AltiServ system the IP phone is connected to. The version of software associated with AltiServ 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.
AltiGen IP Phone Configuration After setting parameters on the General tab, go to the tab that corresponds to the phone type, and configure the soft keys (plus the Display Workgroup Status field on the Alti-IP 600 and IP 705). Soft key settings are described in the next table. 18. AltiGen IP Phone Configuration Figure 2.
Parameter Description Soft Keys Use the drop-down list to assign one of the following functions to the desired keys: • N/A - when selected, the corresponding soft key cannot be used. • BLF (Busy Lamp Field) - when selected, enter an extension number in the field below; this will be associated with the corresponding soft key to automatically dial this extension number; the light in this soft key indicates that the extension number is busy.
AltiGen IP Phone Configuration Soft Key • Call Record - when selected, the IP phone user can start and/ or stop voice recording on demand. In the Extension Configuration screen on the General page, Record on demand to extension VM or Record on demand to central location must be enabled in the Call Recording Options field. Press key to start recording, press the key again to stop recording. There is no pause function. When the call is recording, the light will be on.
Apply To Button The Apply To button works with the following parameters: General, H.323, TFTP Server field (Reset IP Phone and Boot Download options cannot be applied to multiple extensions), Display Workgroup Status and Debug. Copy From Button The Copy From button allows you to copy Function Key settings from one IP phone setting to another. No other settings are carried over. IP Extension Log In/Log Out The feature codes #26 (Extension Log Out) and #27 (Extension Log In) are available on the IP phone.
CHAPTER 19 Line Park Configuration A line park is a new kind of call park method tied to trunks and Alti-IP phones. A set of lines, defined as a Line Park Group, where trunk or extension incoming calls can be directly routed to the Line Park Group. Extensions and agents can park calls in the Line Park Group and anyone can pick up parked calls using #51. Up to 99 lines can be configured and used to hold line park calls. You can access Line Park Configuration by selecting Line Park Configuration...
To set up a Line Park Group: 1. Open the Line Park Configuration window. 2. In the Group field (left side of window), click the Add button, then enter a name in the Add Line Park dialog box, and click OK. Figure 2. Add Line Park dialog box 3. In the Member Lines field, use the Add button to add members to the Line Park Group. The member is a Line ID. 4.
CHAPTER 20 Paging Group Configuration A paging group is a set of extensions using Alti-IP 600 phones that can receive station paging. Any extension user can use #46 (Paging for IP Phones feature code) to page this group. By default, any member added to a paging group will automatically have logged in status. When paged, Alti-IP 600 phones in idle state will automatically turn on the speaker and play the page.
To set up a Paging Group: 1. In the General tab of the Paging Group configuration window, click the Add button, then enter a number for the paging group in the Add New Group dialog box and click OK. Figure 2. 2. Add Line Park dialog box In the Group Information field, type in the following: • First Name and Last Name of the paging group, each with a maximum of 32 characters. • Password for the paging group.
Paging Group Configuration To Activate IP Paging: 1. Press #46 followed by huntgroup number on your IP phone. Note: Both analog and IP phones can initiate paging over IP. However, only IP phones can receive group paging. Also, you cannot set up a speed dial on the Alti-IP 600 phone for group paging. IP paging to a remote IP phone over WAN is not recommended. 20.
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CHAPTER 21 Application Extension Configuration The application extension is an extension intended for use with IVR or outbound applications and requires an SDK Trunk Control APC Session License per concurrent connection. The application extension can be logged in/out with a password by the application but only one application can log in at a time. A user can log in as an administrator, and will get the administrative privilege of having the application send any command to the server.
Application Extension Setup Figure 1. Application Extension Configuration window To set up an Application Extension: Note: Before you begin, make sure to have an SDK Trunk Control APC Session registered and activated for your system. 1. Open the Application Extension Configuration window. 2. In the Add Application Extension dialog box, click the Add button, enter the extension number, and click OK. Figure 2. 3.
Application Extension Configuration 4. Make sure that the third-party application connecting to this extension is properly set to log into the application extension. Application Failover Plan The Application Failover Plan ensures that a call made to the extension will be automatically transferred if the application is not available. Use the Transfer to drop-down list to select the forwarding destination.
Application Extension Setup 21-4 AltiContact Manager Administration Manual
CHAPTER 22 An Alti-Mobile Extension AltiGen’s IP-PBX extension features to remote workers using cell phones or home phones via a trunk interface. When configured, the property of trunk interface is changed to simulate an extension. An AltiMobile Extension user will gain most of the system routing, call control, voice mail, CTI, and call center features through PSTN telephone network.
Figure 1. Alti-Mobile Extension Diagram To set up an Alti-Mobile Extension: 1. 22-2 Select a Triton trunk (PRI trunk strongly recommended) to be used as a mobile trunk.
Alti-Mobile Extensions click the Trunk Properties button, or double-click the list entry to view the Triton Trunk Line Properties window. 22. Alti-Mobile Extensions Figure 2.
Figure 3. Triton T1/E1 Trunk Line Properties Window Figure 4. Triton ISDN PRI Trunk Line Properties Dialog Box 2. Check the Use this Trunk As Mobile Trunk check box. 3. If necessary, continue adding channels as mobile trunks, then restart AltiWare.
Alti-Mobile Extensions show up in the Boards View in ACM Admin (MobileExtAnalog or MobileExtDigital). 22. Alti-Mobile Extensions Figure 5. Boards View 4. Assign a virtual extension to a mobile extension port by changing the virtual extension to a physical extension, and then assigning it to a mobile extension port. The mobile extension will be displayed in the Extension View window. Figure 6. Alti-Mobile Extension- Extension View Window 5.
Properties button to invoke the ExtensionAnywhere Mobile Extension Port Configuration dialog box. Figure 7. ExtensionAnywhere Mobile Extension Port Configuration Dialog Box • Target Phone Number - the number that will be dialed when AltiServ tries to ring this Alti-Mobile Extension. Do not include the trunk access code. • Caller ID - a caller ID can be entered for caller identification. When using a dedicated link, the mobile trunk must be assigned.
Alti-Mobile Extensions Figure 8. Mobile Trunks Window • Press Any Key To Answer Call - a per mobile extension option; when a call is answered by the Alti-Mobile Extension user, the system will play a phrase to tell the mobile user “To accept this call, please press any digit.” The user must press any key within 3 seconds to connect the call; otherwise, it will time out and the call will be treated as an agent/extension RNA and will follow the workgroup/extension setting to route the call.
6. In the Board View of ACM Admin, double-click the mobile extension board. When the next window appears, click the Board Configuration button to open the Mobile Extension Board Configuration window: Figure 9. Alti-Mobile Extension Board Configuration Window • Mobile Extension Ports - allows the user to adjust the number of mobile extension ports (96 ports maximum) • Key Simulation - allows the user enable/disable the FLASH simulation.
Alti-Mobile Extensions Voice Mail for Alti-Mobile Extensions 1. If the user’s remote cell phone has voice mail and the user wants messages to be left in his/her remote cell phone voice mail. If this is so, then the number of rings for the AltiWare remote extension that is associated with the remote cell phone needs to be configured for more rings than the remote cell phone’s number of rings.
• The Alti-Mobile Extension’s “Primary Caller ID” field under Caller Identification may need to include the area code. This field requires a perfect match to accept a call from the mobile PSTN phone. Some local COs will send the area code with the Caller ID even though the call is in the home area code. • No caller name delivery to the Alti-Mobile Extension is supported. • No Message Waiting Indicator delivery is supported. (Use Message Notification as a workaround).
CHAPTER 23 ACM Redundancy In a redundancy system, a keep-alive service serves an important role, responsible for checking the primary server status and asking the secondary server to take over when the primary server is down. In the AltiWare system, AltiBackup is enhanced to provide the keep-alive service. You can access Redundancy Configuration by selecting Redundancy from the System Management menu. Figure 1.
Installation Important Notes • Forwarding voice mail to another mailbox will not work with redundant systems. • Gatekeeper is not supported on IP phones. Installation Important: It is recommended that the installation of the redundancy feature be performed after business hours.
ACM Redundancy 11. Connect an analog extension of the primary system to A bridge of KAB K16-T50-L-R card. 12. Connect an analog extension of the secondary system to B bridge of KAB K16-T50-L-R card. 13. Connect a patch panel to A bridge of K-AB switch with a standard 25pair telco cable for analog extensions and analog trunks. 23. AltiWare Redundancy Configuration Procedures At the Primary Server: 1. Configure primary system boards, reboot if necessary. 2.
Configuration Procedures At the Secondary Server: 4. Power on the secondary system, configure boards, and reboot if necessary. 5. Don't change any other configurations. Go to the Redundancy Configuration window (select Redundancy from the System Management menu), and: — Select System Role as Secondary. — Check the Enable Redundancy check box. — Enter IP address for the Primary Address, Secondary Address, and AB-Switch Address.
ACM Redundancy Upon completion, the secondary system replication status should show “Destination: Updated.” 23. AltiWare Redundancy Figure 4. 6. Redundancy Administration - Primary or Secondary System Go back to the Secondary System’s Redundancy Configuration window and enable the “Automatically assume control when other system is not available” checkbox.
Maintenance Adding Redundancy to an Existing 5.0A Server To add redundancy to an existing 5.0A server, follow the procedures for initial device setup (“Initial Device Setup” on page 23-2) and setting up a secondary server (“At the Secondary Server:” on page 23-4), then configure redundancy to both primary and secondary system.
ACM Redundancy Configuration in Inactive System Is Not Allowed Either system can be in active or inactive status. General configuration (except board configuration) upon the inactive system is not allowed. In ACMAdmin, if the server is inactive, you will see that most menus are disabled. Only the Redundancy dialog can be shown, and board configurations can be invoked. As part of the redundancy feature, the secondary system needs to be connected to the primary system.
Maintenance Redundancy Administration In the Redundancy dialog box, click the Status button to view the Redundancy Administration window. Figure 5. Redundancy Administration The Redundancy Administration window displays the Current Status of redundancy, including the Active System, Last Switch Over time, and Last Switch Over Reason. Information for the Primary System and Secondary System is also displayed. Use the Manual Switch Over button to switch over the active system to its redundant system.
ACM Redundancy — Third-party CT applications — Third-party IP phones — Call Router — CRM — AltiReach — TAPI — AltiWeb • VoIP hop on or hop off fails when secondary system is in control. • AltiView/AltiAgent/AltiSupervisor/AltiConsole client will not switch automatically when secondary system is in control. • DINA Manager is not supported when secondary system is in control.
Maintenance To enable this option, go to the Notification page of Extension Configuration, select the extension or group number, and enable the When Redundancy Switch Over to This System check box. Figure 6.
CHAPTER 24 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. 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 Advance.
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. 24. System Data Management 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 24-1, 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 25 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 To open the System Summary report window, select the Report menu from the Main Menu Bar and then select System Summary from the drop-down list, or select the Summary icon. . Figure 1.
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.
CHAPTER 26 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. 26.
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 Local Address 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 • Obtain the Subnet Mask. You will need to enter this address later in the TCP/IP configuration setup for both the server and client stations. 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).
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 AltiWare. • Subnet Mask—enter the Subnet Mask obtained from your ISP. • Default Gateway—enter the email Gateway (the router address). 3.
Data and Internet Integration 4. Click OK. 5. Refer to Microsoft Windows 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.” This tells the DNS to route all mail or messages for altigen.com to the global_cti server. 2.
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 • Select Allow Inbound Internet Mail if AltiWare is the only mail server running on the system. If you are running another SMTP server on the same system (such as Exchange) and you do not want AltiContact Manager to receive inbound Internet mail, you should leave this box unchecked. 3. Assign a unique Email Name to extension users in the General tab of Extension Configuration.
Setting up an Exchange Server • 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).
Data and Internet Integration Prerequisites Two Windows servers: • One Windows server with the AltiContact Manager software • One Windows 2000 server with Exchange Server 2000 software Important: When you install the Exchange Server, you must log in as the Domain Administrator, NOT the Local Administrator. Also note that a Windows 2000 server must be the Primary Domain Controller when integrating with an Exchange 2000 Server.
Setting up an Exchange Server Computer Name and Domain. Note down the value in the Domain field. Repeat the same steps on the Exchange server system and make sure the domain names are the same. To verify AltiGen Services: 1. Select StartPrograms Administrative Tools Services. A Windows Services dialog box will be shown, as in this example. Figure 5. Windows Services window 2.
Data and Internet Integration 3. A Service startup options dialog box will popup: 4. Complete the entries in this dialog box as follows: • In the Log On As group, select This Account and set \AltiGen_ as the account. In this example, it is QA\AltiGen_GRAPE. If this is not the case, you need to re-install AltiContact Manager while logged in as a domain administrator with local administrator privileges.
Setting up an Exchange Server To check the Windows version: Click the Start button, select Run, and type winver in the Run dialog box. To check the Exchange Server version: Click About in the Exchange Administrator. To ping the Exchange Server from AltiWare and vice versa: From the AltiContact Manager system, open a MS-DOS window, and type ping , then press enter. For example, type ping mailserver. You should see Reply from... as the response.
Data and Internet Integration To check that all Exchange Server Services Have Started: 1. Select Start > All Programs > Administrative Tools > Services to view the Exchange Server Services window. 2.
Setting up an Exchange Server Exchange Server Configuration 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 account \AltiGen_ (e.g. ALTICHINA\AltiGen_TELESYSTEM).
Data and Internet Integration 3. Enter the necessary information for the new mailbox user. Figure 9. New Object User 1. Go to Start > Programs > Microsoft Exchange > System Manager. Figure 10. Microsoft Exchange Manager 2. Right-click on the desired server and select Properties to get the following Server Properties window: AltiContact Manager Administration Manual 26-17 26.
Setting up an Exchange Server Figure 11.
Data and Internet Integration 3. Go to the Security tab and click Add. 4. This opens a Select Users, Computers or Groups window. Click the Advanced button.. Figure 13. Select Users, Computers or Groups Window, Server Properties AltiContact Manager Administration Manual 26-19 26. Data and Internet Integration Figure 12.
Setting up an Exchange Server 5. In the advanced version of the Select Users, Computer or Groups window, click Find Now. Figure 14.
Data and Internet Integration 6. A list of servers appear in the Search Results field at the bottom of the window. Find and select the AltiGen server and click OK. 7. In the Select Users, Computers, or Groups Window, the AltiGen server you selected will appear in the Object Names field. Click OK. AltiContact Manager Administration Manual 26-21 26. Data and Internet Integration Figure 15.
Setting up an Exchange Server 8. Go back to the Security window, and in the Permissions in Administrator field, click the Allow checkbox to allow full control for the new user. Figure 16. Security Tab, Server Properties Installing Outlook 2000/2003 Client on the AltiContact Manager System Outlook 2000 has two modes: Internet Only mode and Corporate or Workgroup mode. To enable the Exchange Integration feature, you MUST configure it to use Corporate or Workgroup mode.
Data and Internet Integration Only vs. Corporate or Workgroup). Make sure you choose the Corporate or Workgroup mode. 2. 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. 3. In the above dialog box, type in values for the Microsoft Exchange Server and Mailbox.
Setting up an Exchange Server To set Outlook 2003 E-Mail Accounts to Microsoft Exchange Server: 1. Go to Start > Control Panel > Mail. Click the Mail Setup tab. Figure 18. Mail Setup - Outlook 2. Click E-mail Accounts. 1. Enter the name of the Microsoft Exchange Server and User Name for the e-mail account, then click Next. Note: Use the Check Name button to verify that the Exchange server recognizes the name. Figure 19.
Data and Internet Integration 2. Select the Microsoft Exchange Server option, then click Next. AltiContact Manager Administration Manual 26. Data and Internet Integration Figure 20.
Setting up an Exchange Server 3. The original dialog box appears, displaying that the information services that have been added to your profile; click Finish to end this part of configuration. Figure 21. E-mail Accounts Window 4. If the values you entered for Microsoft Exchange Server and Mailbox are correct, you will be able to use Outlook 2003 now. If they are not correct, you’ll be asked to re-enter the Microsoft Exchange Server and Mailbox names. Make sure you enter the correct values.
Data and Internet Integration 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. 3. Click Options… to open the Options dialog box, and select Mail Delivery. 26. Data and Internet Integration Figure 23. Outlook Options (2000) 4.
Setting up an Exchange Server 5. 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 25. Outlook Services If Microsoft Exchange Server is in the list of services in this profile, proceed to “Enabling the Exchange Server” on page 26-29. If Microsoft Exchange Server is not in the list of services, proceed as follows. 2.
Data and Internet Integration 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. If you entered valid values, the names will be underlined and the Check Name button will be grayed out. Click Apply and then OK. You will see Microsoft Exchange Server in the list in the Services window. 5.
Setting up an Exchange Server a. From the Extension Configuration General window (example below), select an extension that needs to be synchronized with Exchange. b. Type the First Name and Last Name exactly as they appear in the corresponding Exchange mailbox in the Global Address List of the Exchange Server. Figure 27. General tab, Extension Configuration Make sure that the E-mail Name field contains alphanumeric characters only and does not contain other characters such as spaces ( ) or periods ( . ).
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. 26. Data and Internet Integration Figure 29. Mail account configuration in Exchange Administrator 4.
Setting up an Exchange Server 2. Select the Messaging tab, and under the E-mail Messaging Options, check the Synchronize with Exchange Server box only. Figure 30. Messaging window, Voice Mail Configuration 3. 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 To check Deletion Notification: 1. Delete this message from Outlook. 2. Wait for a couple of minutes, and then log on to extension 100’s voice mail from a phone. The voice mail should no longer be there. If any of these tests fail, consult the “Troubleshooting Tips” section. Troubleshooting Tips To check profiles: 1. Log on to the AltiContact Manager system as the AltiGen service account (e.g. AltiGen_telesystem). 2. Select the Mail Icon from the Control Panel. 3.
Setting up an Exchange Server Notes • Email client confirmed to work on the AltiContact Manager system is Outlook 2000 (using Corporate or Workgroup mode). Note that this is the client installed on AltiWare host. The client running on the end user computer is irrelevant. • Prevent attempts by the Exchange Administrator to use the existing service account for the AltiGen Exchange Integration Service.
Data and Internet Integration • In Windows 2000, Scripts and Executables is selected in the Execute Permissions drop-down list. About AltiReach Configuration The AltiReach Call Management system allows AltiContact Manager to provide remote and local desktop call management to users using the Intranet or Internet via a standard Web browser. AltiReach is installed and configured automatically when you install AltiContact Manager.
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CHAPTER 27 TAPI Integration If your office uses Microsoft Office Outlook, ACT!, or Goldmine— applications that let you call contacts without manually dialing the telephone's keypad and that support the Telephony Application Programming Interface (TAPI)—you can install AltiGen’s TAPI gateway to use this functionality through your AltiWare installation. AltiWare implements its TAPI service provider based on TAPI 2.1, therefore applications written to TAPI 3.
Setting Up the Client The service is started automatically. No configuration parameters need to be set on the server.
TAPI Integration 3. If Phone and Modem Options is already configured, click the Edit Button to verify that the correct Route Access number is entered in both To access an outside line fields. Figure 1. 4. Configuring phone and modem options Select the Advanced Tab to configure the TAPI service provider. 27. TAPI Integration Figure 2. 5. Configuring the TAPI service provider Choose AltiGen (TM) Communications Service Provider and click Configure. The AltiGen TAPI Device Detect dialog box opens.
Setting Up the Client 6. In the AltiGen TAPI Device Detect dialog box, click the Configuration button to verify that the client extension is available. 7. If you have any type of error, Windows will let you know what the possible causes could be. There could be a mistake in the Altigen server IP address, extension number, or password. You can reconfigure the client extension in the Device Detect window. (See “Changing TAPI Configuration Parameters” on page 7.
TAPI Integration Set Up Phone Dialer Launch Phone Dialer: From Windows 2000, select Start > Programs > Accessories > Communication. From Windows XP, go to Start > Run, type Dialer.exe, and click OK. 2. In the Phone Dialer, select Edit > Options. 3. In the Preferred line for calling section, select Phone. 4. In the Line used for section, select the client extension in the Phone calls drop-down list, and click OK.
Setting Up the Client Making a Call in Microsoft Outlook Before making a call, configure the Outlook New Call configuration. 1. Begin by setting up at least one contact. In Microsoft Outlook, select Go > Contacts. 2. Click the New Call button on the menu bar. The New Call dialog box opens. 3. In the New Call dialog box, click Dialing Options to configure the Dialer to use an extension. The Dialing Options dialog box opens.
TAPI Integration 4. In the Connect Using Line section of the dialog box, select the client extension, and click OK. This enables the client to call out through Outlook using the client’s extension. 5. To verify that the call connects, click Start Call in the New Call window. Changing TAPI Configuration Parameters To change TAPI Configuration Parameters 1. In Windows, go to Control Panel > Phone and Modem Options. 2. In the Phone and Modem Options dialog box, click the Advanced tab. 3.
Changing TAPI Configuration Parameters 27-8 AltiContact Manager Administration Manual
Tools and Applications CHAPTER 28 Tools and Applications AltiContact Manager comes with the following tools and applications for testing, diagnosing and configuring your system: • Work/Hunt Group Converter • Configuration Reader • Extension Checker • MVIP Test Tool • DINA Manager Work/Hunt Group Converter AltiContact Manager’s Work/Hunt Group Converter allows customers to convert workgroups to huntgroups or huntgroups to workgroups.
Work/Hunt Group Converter Figure 1. Work/Hunt Group Converter The number of available agent licenses are displayed in the top right of the window. Workgroups and huntgroups are listed on the left side of the window, member agents and non-agents are listed on the right side. 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 and Applications — 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 and Applications Status Description Secure Pwd + Internal Only Has secure password and cannot make outbound trunk calls Unsecure Pwd Password has unsecure elements described in Unsecure Elements window Outbound-capable Can make outbound trunk calls Unsecure Pwd + Outbound Password has unsecure elements described in Unsecure Elements window AND can make outbound trunk calls Password Expired Password is expired Attacked 8 consecutive false password attempts have been made Locked Extensio
MVIP Test Tool MVIP Test Tool The MVIP Test Tool is a tool that detects one-way connection, cross talk, bad MVIP cable, static noise problems, and detection of duplicate T1\E1 and T1boards. It is strongly recommended that you run this tool after adding or removing any AltiGen hardware. To run MVIP Test Tool: 1. Stop AltiGen Switching Services before running this utility. 2. Launch MVIP Test Tool from AltiWare>AltiWare Tools on the Windows Start button. 3. Click Start to begin test. 4.
Tools and Applications Note: DINA Manager can only launch the same AltiWare versions of the server that DINA Manager is located. For example, if AltiWare OE 4.6 is located same server as DINA Manager, only systems running OE 4.6 can be launched by DINA Manager. 28.
DINA Manager 28-8 AltiContact Manager Administration Manual
E1-R2 and T1/E1 ISDN PRI Installations E1 R2 CAS Installation This section describes the configuration procedures necessary to implement E1 R2 digital signaling for European, Pacific Rim, and other emerging markets. Please carefully follow the procedures step by step. Important: When changing from E1 to T1, then back to E1, trunk channel properties will be reset to default values. It is important to make sure the trunk channel properties are configured properly.
E1 R2 CAS Installation In the Triton E1Configuration window, check the properties of the E1 trunk and consult your CO for “Frame Type,” “Line Code,” or “Zero Code Suppression.” Do not check the System Clock Master check box because the CO is a clock provider, and our system is synchronized to the CO. CD Bits Handling is selected to "CD = 01". If all configurations are correct, the status of trunk line should be shown as “OK.” Figure 1 shows the proper configuration.
E1-R2 and T1/E1 ISDN PRI Installations • In-call signaling - configure the in-call signaling value according to Table 1. Figure 3. Signaling Layer The circled fields in Figure 3 represent values that depend on your country and its corresponding trunk property. Note: Consult your CO to find out if caller ID digits are provided in the lines. AltiContact Manager Administration Manual A-3 A.
E1 R2 CAS Installation Table 1: Foreign Countries/Signaling Values Country Chile/Nacional MFCR2 A-4 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 (sam
E1-R2 and T1/E1 ISDN PRI Installations Country A.
E1 R2 CAS Installation 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 abov
E1-R2 and T1/E1 ISDN PRI Installations Country A.
E1 R2 CAS Installation Table 1: Foreign Countries/Signaling Values Country Signaling Values Venezuela / Nacional 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
E1-R2 and T1/E1 ISDN PRI Installations Country A.
E1 R2 CAS Installation Table 1: Foreign Countries/Signaling Values Country Signaling Values Ecuador MFC-LME Set calling part category: 2 [The switch doesn't support caller ID transmission]: 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 Korea MFC-R2 Set calling part catego
E1-R2 and T1/E1 ISDN PRI Installations Country Panamá / Nacional MFC-R2 A.
T1/E1 ISDN PRI Installation 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 sequen
E1-R2 and T1/E1 ISDN PRI Installations Select the switch mode according to your country. Our system can provide several countries according to T1-PRI or E1-PRI. The selections of “B Channel Maintenance Message” depend on what country you reside in.
T1/E1 ISDN PRI Installation Country B Channel Maintenance Message Setting Protocol Supported Italy ETSI Restart Japan NTT INS1500 Restart Korea ETSI None Macedonia ETSI Restart Mexico ETSI Restart Netherlands ETSI Restart Nordic ETSI Restart Poland ETSI Restart Russia ETSI Restart Saudi Arabia ETSI Restart Singapore ETSI Restart South Africa ETSI Restart Spain ETSI Restart Taiwan Bellcore, ETSI None Thailand ETSI Restart UK ETSI (for DASS II/DPNSS) Restart
APPENDIX B Technical Support & Product Repair Services B.
Technical Support How To Reach AltiGen Technical Support Authorized AltiGen dealers and distributors may contact AltiGen technical support by any of the following methods: • Call 510-252-9712 and follow the prompts. 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 hours under normal circumstances.
Technical Support & Product Repair Services Repair and Replacement Hardware Warranty Period—AltiGen Communications hardware products are warranted for one year for all parts and manufacturing labor, from the date of the first end user purchase, or 14 months from the date of shipment from AltiGen. Products Returned Before Warranty Expiration • Product proof of purchase or equivalent is required. • All repaired units remain under the warranty period of the original product.
Technical Training Technical Training AltiGen Communications, Inc., and your local dealer have partnered with AltiTraining, LLC, to provide technical training to AltiGen system administrators. AltiTraining, LLC, is AltiGen’s exclusive authorized provider of AltiGen Certified Administrator Training Courses. AltiTraining’s comprehensive curriculum is based on the same format AltiGen uses to train their engineers and dealers. AltiTraining offers 2-day and 3-day courses at various locations across the country.
Technical Support & Product Repair Services Why should I attend the course? How can I register or where can I get more information? Visit the AltiTraining web site at www.AltiTraining.com to register for a class or to get more information. You may contact AltiTraining, LLC, with additional questions: • E-mail: info@AltiTraining.com • Phone: (877) ALTI-TRAIN (or 877-258-4872). AltiContact Manager Administration Manual B-5 B.
Technical Training B-6 AltiContact Manager Administration Manual
Glossary A AC - Alternating Current. ADPCM - Adaptive Differential Pulse Code Modulation. A sophisticated compression algorithm for digitizing audio that stores the differences between successive samples rather than the absolute value of each sample. This method of digitization also reduces storage requirements from 64K bits/second to as low as 24K bits/second. AltiSpan - link from the AltiServ base to the system extension that allows for passing Caller ID.
card - printed circuit assembly. CCIS - Common Channel Interoffice Signaling. A method of carrying telephone signaling information along a path different to the path used to carry voice. 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.
D database - a collection of related data that can be immediately accessed and operated upon by a data processing system for a specific purpose. 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.
E en-bloc dialing - dialing scheme that allows the terminal to include all the digits required to complete a call. environmental subsystem - A protected subsystem (server) that provides an application programming interface (API) and environment - such as Win32, MS-DOS, POSIX, or OS/2 - on Windows. Ethernet - a communications protocol used in local area networks to connect computers, terminals, printers, etc., typically located within the same building.
G.723.1 - speech encoding/decoding standard at 5.6 Kbps or 6.3 Kbps. G.729 - ITU standard algorithm speech encoding/decoding at 8 Kbps. G.729A - simplified G.729 G.729B - silence suppresion scheme for G.729 G.729AB - the combination of G.729A + G.729B GMT - Greenwich Mean Time. Mean solar time of the meridian at Greenwich, England, used as the basis for standard time throughout the world.
K keyboard - system interface for communication. A group of numeric keys, alphabetic keys, or function keys used for entering information into a terminal and into the system. Usually patterned after the QWERTY keyboard layout. This term is derived from the sequence of the first six keys in the first row of alphabetic keys. L Language Server - allows the ability to record and play phrases in different foreign languages without requiring any software changes.
N network - A configuration of data processing and/or telecommunication devices and software connected for information exchange. 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.
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.
Q Quantum - an ISA standard computer telephony board of AltiGen’s AltiServ product line. It is an all-in-one platform designed with open software standards to facilitate use of enhanced applications. 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. The primary memory in a computer that can be written over with new information.
System Speed Dialing - this feature allows the user to access a system wide directory of commonly called numbers that have been “condensed” into a two- or three-digit code on the telephone dial pad. T TAPI - Telephone Application Programming Interface. A call-processing software that allows developers to implement telephony applications that control switches from different vendors. TCP/IP - Transfer Control Protocol/Internet Protocol. A full set of protocols used on the Internet.
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 Symbols #27 Station Login 1-25 Numerics 10 digit dialing area codes 5-18 A AltiContact Manager Administration Manual I-1 Index About icon 4-4 access restriction 1-22 system 4-10 access code 7-3, 7-6 account code 1-6 ACD 1-28 call handling 16-25 ACM Administrator 1-25 installation 3-43 login 3-44 activity configuration 5-28 adding a huntgroup 15-3 adding or changing hardware 3-44 address AltiGen Communications, Inc.
Index AltiReport 1-31 AltiServ hardware requirements 2-1 AltiServ features 1-25, 1-28 AltiServ-to-AltiServ network 9-31 AltiView 1-30 AltiVR Player 1-29 AltiWare applications 1-29 definition G-1 developer support 1-5 installation 3-1 Internet integration features 1-20 IVR features 1-12, 1-17 main window hardware status 4-5 system administration features 1-22 T1/E1/PRI features 1-25 voice messaging features 1-18 voice over IP features 1-25 AltiWare Administrator 4-1, 4-11 AltiWare OE new installations 3-11
Index Triton 1-4 Boards view window 4-5 bridge conference 5-3 business hours 1-13, 5-10 24-hour business hour setup 5-12 business hours profile caller ID routing 12-3 DNIS routing 12-5 busy call handling 14-30, 14-34, 15-17, 16-21, 16-22 huntgroups 15-18 Bytes Received 4-10 Bytes Sent 4-10 C AltiContact Manager Administration Manual I-3 Index call accounting report 5-22 call management setup in AltiReach 26-35 from AltiMail 1-19 call center features 1-6 call control 5-17 call detail reporting 1-22 call
Index change hardware 3-45 change password 4-11 changing hardware 3-44 changing password 4-11 channel 4-7 channel service unit 6-13, 6-15, 6-16 child windows 4-5, 4-10 circuit G-2 client setup 26-9 CO switch 6-31 code access 7-3, 7-6 area 7-4 codec G.711 1-26 G.723.
Index dsplay workgroup status IP phone 18-5 DSU 6-13, 6-15, 6-16 DTMF remote carriage 1-26 E E&M 6-12 E1 channel assignment 6-16 service parameters 6-15 service request information 6-15 with Voice 6-15 E1 clocking 6-24 E-911 7-4, 14-6 E-911 calling 1-22 echo cancellation 1-26 echo suppression 1-26 email 8-4, 26-9 client setup 26-9 forwarding 1-21 integration with Exchange server 8-5 Internet 26-4 name 14-22, 15-12, 16-15 setup 26-4 email messaging options 8-4 email services 8-4 emergency call notification
Index enable single call handling 15-22, 16-26 enable single call waiting 14-35 enbloc dialing 7-5, 9-4 en-bloc trunks reducing dialing delay for 10-8 ESF (Extended Superframe Format) 6-23 establishing basic huntgroup attributes 15-4 Exchange email synchronization 8-5 integration 1-21 Exchange Server 26-10–26-34 Exchange Server, synchronizing an extension 14-22, 15-12, 16-15 Exchange synchronization 8-5 EXT speed dial, IP phone 18-4 Extended Superframe Format (ESF) 6-23 extension calling options 14-28 conf
Index Subscriber) 7-25 G H H.323 1-26, 9-10 configuration 7-20 H.450 7-20 hands free intercom mode 1-9 hands free manual answer mode hardware I 1-9 icons, toolbar 4-4, 4-10 impedance 7-8, G-5 incoming call handling 7-28 incoming ring type 7-8 information only mailbox 1-19, AltiContact Manager Administration Manual I-7 Index G.711 1-26 jitter buffer range 7-23 RTP packet length 7-23 G.711/G.723 silence suppression 7-22 G.723 jitter buffer range 7-23 G.723.1 1-26, 9-9 G.
Index 14-22 install previous version 3-46 installation ACM Administrator 3-43 cooling fan 2-13 hardware 2-1 heat factor 2-13 operating environment 2-3, 2-14, 2-16 Windows NT Emergency Repair Disk 3-43 installation, AltiWare 3-1 installing a Channel Service Unit (CSU) 6-32 integrating Exchange Server 26-10– 26-34 integration administration 1-27 Exchange 1-21 VoIP gateway 1-27 intercom distinctive call waiting 1-8 hands free mode 1-9 intercom call 1-9 Internet 26-4 domain name 26-4 email 26-4 MIME G-6 servic
Index G.
Index moving system 3-45 multilink 9-10 multimedia support 16-7 multiple call waiting 1-10, 14-35 multiple data message format (MDMF) 14-12, 14-13 multiple workgroup membership 1-14 music on hold 1-10 configuration 5-26 MVIP G-6 MVIP clock master, and T1 Clocking 6-24 MWI enable, message waiting indicator enable 7-20 N NAT 9-10 NAT support 7-21, 9-29 AltiGen IP phone 9-30 navigating AltiAdmin 4-1, 4-11 network address 26-2 client setup 26-9 configuration 6-10 definition 26-1, G-7 domain name 26-4 email 26
Index overlap dialing 7-5, 9-4 P AltiContact Manager Administration Manual I-11 Index Packets Lost 4-10 Packets Received 4-10 Packets Sent 4-10 pager notification 14-26, 15-15, 16-19 paging 1-10, 5-28 paging group configuration 20-1 password 3-44, 4-1 changing 4-11 extension 14-5 workgroup 16-3 password, change 4-11 PBX features account code 1-6 business hours 1-13 call forwarding 1-6 call park 1-7, 1-11 call pickup 1-9 call waiting 1-11 caller ID 1-7 conference call 1-7 distinctive ringing 1-8 do not
Index IVR 11-6 prompts 11-9 greeting and update 5-28 multiple workgroup prompts 1-14 protocol 26-1 definition 26-1 IMAP4 26-2 POP3 26-2, G-8 SMTP 26-2 TCP/IP 26-1, 26-5 TCP/IP configuration 26-5 transport protocol 26-1 PSTN 9-31 push web URL 11-6 Q quality of service (QoS) 9-9 Quantum line properties 14-10 trunk properties 7-6 Quantum Board configuration 6-2 Quantum board specifications 2-5 trunk seizure 7-8 queue multiple announcements 1-14 queue announcement 1-11, 16-29 queue call priority score 16-34 q
Index S safety 3-xvi electricity 3-xviii scheduled agent auto logout 1-24 scheduling backup 24-3 SDK 1-32 send notification 14-27, 15-16, 16-20 server Exchange 8-5 Exchange integration 1-21 file G-4 server IP address 9-4 service level 4-8 service level calculations options button 16-5 service level threshold 16-4 service parameters 6-13 service provider Internet 26-4 services NT 3-2 SMTP/POP3 8-4 Services menu 4-3 services menu system data management 24-1 sessions licenses 3-26 setting 10 digit dialing ar
Index (SDMF) 14-12 single/multiple call handling for workgroups 1-15 skill definition 1-15 skill setting workgroups 16-13 skill-based routing 16-26 slot 4-7 SMTP 8-4, 26-2 SMTP service 8-4 SMTP/POP3 3-1 software license activation 3-5 registration 3-5 Span Types 6-28 specifications functional 2-5 Quantum board 2-5 Triton Analog Extension board 2-6 Triton Resource board 2-8 TritonT1/PRI board 2-8 speed dial 1-11, 18-4 station 14-19 speed dialing 1-28 configuration 5-14 split area codes 1-24 SQL 5-22 station
Index properties 7-9 Triton Analog Station Board configuration 6-4 Triton Analog Station Line Properties dialog box 14-12 Triton Resource Board 6-2 Triton Resource board specifications 2-8 Triton T1/PRI (see also T1/PRI) Triton T1/PRI Board configuration 6-11 Triton T1/PRI board specifications 2-8 Triton VoIP trunk properties 7-20 Triton VoIP Board configuration 6-7 Triton VoIP board (see also VoIP) troubleshooting cannot make connection 6-10 loop-back test 6-10 poor voice quality 6-10 VoIP board 6-10–6-11
Index trunk interface loop/ground/wink start 1-12 Trunk Monitor Enable 14-41 trunk properties Quantum 7-6 Triton T1/PRI 7-24 Triton VoIP 7-20 VoIP 7-20 trunk recording 1-24 trunk seizure Quantum 7-8 trunk traffic, IP statistics 4-9 trunk view 6-11 Trunk View window 7-2 Trunk view window 4-7 trunk, number plan 5-9 trunks setting up attributes 7-3 trunks, tie 5-17 UDP 9-10 u-law 5-24 unanswered calls 14-35, 15-20, 16-24 uninstall AltiWare 3-46 uninterrupted power supply (UPS) 2-3 unsupported licenses 3-6 up
Index Z zero code suppression Bell 6-23 GTE 6-23 Jam Bit 8 6-23 Zoomerang 1-28 6-23 AltiContact Manager Administration Manual I-17 Index Work/Hunt Group Converter 1-25, 28-1 workgroup agent login/logout 1-16 answer handling 16-25 barge in 1-17 business hours 16-11 call pickup 1-12 call routing 1-16 CDR Search 1-13, 1-17 incoming call handling 16-21 log off reason codes 1-16 mail management 16-14 message notification options 16-17 multiple membership of 1-14 multiple queue announcements 1-14 operation n
Index I-18 AltiContact Manager Administration Manual
Readers Comment Form ACM Release 5.0A 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. 4555 Cushing Pkwy. Fremont, CA 94538 Or Call us at: (510) 252 - 9712 Fax us at: (510) 252 - 9738 E-Mail us at: docs@altigen.
