AltiWare™ OE/ACC Version 5.0 System Installation and Administration Manual Revised 12/2004 4403-0001-5.
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 AltiServ Office Solutions . . . . . . . . . . . . . . . . . . . . . . . . . . . .1-1 AltiServ Platforms. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-4 Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1-5 Key AltiServ Characteristics . . . . . . . . . . . . . . . . . . . . . . . . . 1-5 PBX Features . . . . . . . . . . . . . . . . . . . . . . .
Installing a Cooling Fan . . . . . . . . . . . . . . . . . . . . . . . . . . . Proper Board Handling Procedures . . . . . . . . . . . . . . . . . . Electrostatic Discharge (ESD) Warning . . . . . . . . . . . . . . . Operating Environment. . . . . . . . . . . . . . . . . . . . . . . . . . . . Packaging for Shipment and Storage . . . . . . . . . . . . . . . . . AltiWare Conference Resource Limits. . . . . . . . . . . . . . . . 2-12 2-12 2-13 2-13 2-15 2-16 Chapter 3 Software Installation . . . . . . . . .
Chapter 4 Getting Around AltiAdmin . . . . . . . . . . . . . . . . . . . . . . . . . .4-1 AltiAdmin: the AltiWare OE Administrator . . . . . . . . . . . . . 4-1 Logging in for the First Time . . . . . . . . . . . . . . . . . . . . . . . . 4-1 The Main Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-3 Quick Access Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-3 The View Windows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Exporting Through a Local Port . . . . . . . . . . . . . . . . . . . . . Managing Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Setting Message Notification Retries . . . . . . . . . . . . . . . . . Setting Message Management Options. . . . . . . . . . . . . . . . Setting Message Recording Options. . . . . . . . . . . . . . . . . . Setting E-mail Messaging (SMTP/POP3) Options . . . . . . Synchronizing E-mail with Exchange . . . . . . . . . . . . . . . .
Setting Up an AltiWare-to-AltiWare IP Network. . . . . . . . 6-31 Board Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-32 Troubleshooting—Common Symptoms and Solutions . . . 6-33 Configuring the Triton T1/E1/PRI Board . . . . . . . . . . . . . . . 6-34 Service Parameters for T1. . . . . . . . . . . . . . . . . . . . . . . . . . 6-35 Service Parameters for PRI . . . . . . . . . . . . . . . . . . . . . . . . . 6-37 Service Parameters for E1. . . . . . . . . . . . . . . . . . .
Editing Auto Attendants . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-5 Configuring Menu Items. . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-7 Making Auto Attendant Assignments. . . . . . . . . . . . . . . . . 9-11 Phrase Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-11 Using Pre-Recorded Prompts . . . . . . . . . . . . . . . . . . . . . . . 9-11 Recording Custom Phrases . . . . . . . . . . . . . . . . . . . . . . . . .
Setting Call Restriction Options . . . . . . . . . . . . . . . . . . . . Setting Other Call Restrictions . . . . . . . . . . . . . . . . . . . . . Setting Answering Options . . . . . . . . . . . . . . . . . . . . . . . . . Forwarding All Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . Do Not Disturb . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Handling Busy Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Setting Call Waiting Options . . . . . . . . . . . .
Additional Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15-1 Audio Peripheral Configuration . . . . . . . . . . . . . . . . . . . . . . 15-1 Configuring Music On Hold and Recorded Announcements 15-2 Setting Greeting and Update Prompts . . . . . . . . . . . . . . . . 15-3 Configuring Overhead Paging . . . . . . . . . . . . . . . . . . . . . . 15-3 MVIP Clock Configuration . . . . . . . . . . . . . . . . . . . . . . . . . 15-4 Feature Tips . . . . . . . . . . . . . . . . . . . . . .
Exchange Server Configuration . . . . . . . . . . . . . . . . . . . . Microsoft Exchange Administrator Configuration . . . . . . Installing Outlook 2000 Client on the AltiServ System . . Enabling the Exchange Server . . . . . . . . . . . . . . . . . . . . . Testing the Exchange Server Setup . . . . . . . . . . . . . . . . . Troubleshooting Tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Prerequisites . . . .
APPENDIX B Product Repair Services & Technical Support . . . . . . . . B-1 Technical Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-1 Repair and Replacement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-2 RMA Form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-7 Glossary. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . G-1 Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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. 2. The AltiServ system returns answer supervision to the PSTN when DID calls are: • Answered by the called station. • Answered by the attendant.
Información de Seguridad de Importancia • Lea todas las instrucciones antes de que intente operar el equipo y antes de conectar la fuente de alimentación. • Observe siempre las precauciones básicas de seguridad, a fin de reducir el riesgo de incendio, electrochoque y de lesiones al personal. • Con objeto de evitar incendios o el riesgo de electrochoque, no exponga la unidad a la lluvia, humedad, ni tampoco instale este producto cerca del agua. Jamás derrame ninguna clase de líquido sobre el producto.
• 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/AltiServ 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 5.0 (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 AltiServ 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 AltiServ functions, features, benefits, and new features with AltiWare OE. Chapter 2, System Requirements, describes the system and hardware specifications needed, based on the number of trunks and extensions required.
Chapter 12, Alti-IP 600 Phone Configuration, gives procedures for configuring AltiWare with the Alti-IP 600 phone. Chapter 13, Line Park Configuration, describes configuration for line park. Chapter 14, Paging Group Configuration, describes configuration for paging groups. Chapter 15, Additional Setup, describes audio peripheral configuration, MVIP clock, feature tips. Chapter 16, System Data Management, describes backup and restore procedures.
CHAPTER 1 AltiServ Office Solutions Configuration Overview All systems ship with Windows 2000 Server (except AltiServ Small Office and AltiServ1 IP), AltiWare OE 5.0 and the corresponding hardware package – pre-installed in a generically-configured working condition to significantly reduce installation time. Also, all systems support traditional and IP phones. Note: The components/specifications listed for each Office Solution are subject to change.
• Total of 2 ISA x 3 PCI available - (1 ISA x 4 PCI available for additional AltiGen Boards) AltiServ Office (Part# ALTI-OFFICE2A-R) The AltiServ Office solution is ideal for new installations and upgrades for existing customers with Quantum boards. The product is targeted towards small to medium-sized businesses with 25-100 users that are looking for additional capacity and expandability at a cost that is dramatically lower than enterprise systems.
AltiServ Office Solutions • Total of 15 PCI available - (13 PCI available for additional AltiGen Boards) AltiServ IP (Part# ALTI-SERV1-IP) Components/Specifications • 733 Mhz Celeron Processor, 128 MB RAM, 40 GB Hard Drive • Windows 2000 Professional • AltiWare OE v5.
• 2 x 40 GB IDE Hard Drives - Hardware Mirrored • Windows 2000 Server • AltiWare OE v5.0 • 12 Station Licenses • 12-port VoIP Triton PCI Card • Total of 2 ISA x 9 PCI available - (2 ISA x 8 PCI available for additional AltiGen Boards) AltiServ Platforms In addition to the office suite of products, AltiServ platforms can be built using a standard personal computer or server hardware with sufficient number of full-size ISA and PCI expansion slots.
Overview Overview • PBX • Voice Mail • Auto Attendant • Email Server • Call Detail Reports (CDR) • Internet Integration • TAPI (Telephony API) Service Provider • Voice over IP • Digital T1/PRI/E1 Integration • Tie Trunks with Caller ID • Out Call Routing • Web Call Center (web-based calling) • Data Directed Routing • IP Extensions The AltiServ computer telephony platform is built by installing one or more AltiGen boards into full-size ISA/PCI slots of a Windows 2000/ Windows NT Server and then installing
Key AltiServ Characteristics • Quantum Board - a telephony card that uses DSP technology to provide trunks, lines, and voice processing resources. Quantum is an ISA compatible telephony card, which is designed around open software standards to facilitate implementation of thirdparty-provided applications in addition to the AltiServ-provided applications. The Quantum telephony board has 12 analog ports, eight (8) of which are voice channels, so eight ports can listen to voicemail simultaneously.
Overview • 5V PCI slot is required for each Triton board. • The maximum number of T1/E1/PRI boards in one system is up to eight (8) T1/E1/PRI lines. • Tone detection (fax, modem, voice) available for predictive dialing integration. • 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.
Key AltiServ Characteristics • TAPI Gateway Support - AltiServ is an open platform that allows third party telephony developers to develop applications for the AltiServ system. The system supports Telephony Applications Programming Interface (TAPI) 3.0. AltiServ supports a complete TAPI service provider that accepts first party call control (such as AltiView, AltiAgent, and AltiSupervisor) and the third party client-server call control (such as call routing applications).
Overview Call Forwarding and Remote Call Forwarding - sends all calls to another extension or to an external telephone number. This allows users to redirect their calls to another location such as home or a branch office. Call Forwarding can be set up either at the source extension or at the destination extension on the system (Remote Call Forwarding). There is 10 hop limit on forwarded calls. • Call Park and Pick Up - users can park calls at one station to be picked up at another station.
Key AltiServ Characteristics Configurable Exit Queue - allows a caller who is in a workgroup queue to exit the queue by pressing “0” to transfer to the operator, or “#” to transfer to workgroup voicemail. In OE 5.0 (ACC), this feature can be enabled or disabled in Group Configuration in AltiAdmin. NEW • Dial Last Caller - allows user to dial the last caller. • Direct Inward Dial (DID) - allows an incoming trunk call to directly access an extension without Attendant intervention.
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 AltiServ systems at the same or remote locations can be linked through a T1/PRI network.
Key AltiServ Characteristics • Music or Message on Hold - when the system is connected to an external audio source, this allows callers to hear music or pre-recorded messages while waiting on hold. One Number Access - a feature that eliminates “telephone tag” by forwarding important callers to predetermined numbers, according to a designated schedule. Setup is available through the One Number Access page of Extension Configuration and/or web-based AltiReach and AltiView management.
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 AltiServ Characteristics • Transfer to Auto Attendant - allows a user to transfer a call to an Auto Attendant by pressing FLASH #15 and then the 2- or 3-digit Auto Attendant number. • Trunk Digits Pushed to AltiLink Plus - Digit event will be sent through AltiLink Plus when the caller presses any key during AA. • Trunk Interface: — Analog - loop start, ground start, and wink start (DID). — Digital - PRI-ISDN, T1 E & M, loop start, and ground start.
Overview CDR Search - allows group supervisors to search CDR files and workgroup CDR statistics for records that match selected criteria. CDR Search provides workgroup statistics from the real-time monitoring function used in the AltiSupervisor client application. Settings in AltiAdmin let you specify time intervals for saving RTM data. • Call Queuing - places caller in a queue to wait until an ACD workgroup member becomes available.
Key AltiServ Characteristics • Hunt Group/Workgroup Membership - groups can have up to 128 members. • Hunt Group/Workgroup-Based Optional Call Routing - for special call handling applications, incoming calls can be routed to a group.
Overview • Ready/Not Ready - members can also enable a “ready” (#90) or “not ready” (#91) status to inform the system whether or not the agent is able to receive the next call. Real Time Monitoring Enhancements (ACC feature only) NEW —Real Time Display for AltiAgent, AltiSupervisor and SDK is restructured to separate inbound and outbound call statistics. — Agent states are redefined and time in each state is tracked. • Service Level Threshold - a time value for callers waiting in queues.
Key AltiServ Characteristics • Workgroup Monitoring - an option (enabled with the AltiServ Contact Center license) that 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 AltiAdmin or remotely through AltiReach. Caller ID identifies agent calls as inbound or outbound, internal or external.
Overview Digit Collection - caller can be prompted to enter numbers, which are then collected and used for routing the call. • Direct Station Transfer - allows the Auto Attendant 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 Auto Attendant to provide a new menu path as a failover action if the Collect Digits action fails.
Key AltiServ Characteristics • 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.
Overview specified time. For voice messages, you have an option of being notified of all messages or only urgent messages. You may enter up to 63 digits for the destination (notification) phone number. Operatorassisted paging is also supported. 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.
Key AltiServ Characteristics • Built-in E-mail Server - a complete SMTP/POP3 email server is built into the AltiServ 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.
Overview System Administration Features System Administration features include: Access Restriction - allows administrators control over system user access to features and trunks. • AltiAdmin Remote Administration - a version of the AltiWare Administrator application that can be installed on a Windows 2000 or Windows NT 4.0 client computer with Service Pack 6a (or higher) installed and used on the LAN to remotely administer one or more AltiServ systems.
Key AltiServ Characteristics E-911 Calling Support - allows an administrator to designate a number of trunks (Quantum Analog, Triton Analog, or PRI) for dedicated E-911 use. CAMA trunks are supported by Quantum analog and Triton analog trunks. NEW • Email and Voice Mail Storage - can be placed on drives other than the AltiServ server.
Overview • Voice Mail Distribution List - allows you to create a group of extensions for forwarding voice mail. Up to 100 distribution lists can be created. Each distribution list can have up to 64 entries, and each entry can be another distribution list. • Voice Mail Alert - An announcement can be sent to Voice Mail when the email server disk is full.
Key AltiServ Characteristics • Board ID Support - The board ID of the Triton IP board is displayed in the AltiAdmin board window. This can be used to relate a Triton VoIP board to a hardware board. 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.
Overview IP Port Support - AltiWare 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). • Integrated Administration - calls through both PSTN and IP networks can be managed using a single point of administration. • Integrated VoIP Gateway - because the VoIP gateway is built-in to the system, translation of PSTN calls to IP calls and IP to PSTN calls are smoother and more successful.
Key AltiServ Characteristics Voice over IP Session Support AltiServ Features The following trunk-related AltiServ features are supported during IP trunk call sessions. Refer to the AltiServ User Guide for more details on how these features work over IP trunks.
Overview AltiWare Tools AltiWare OE comes with useful tools for testing, diagnosing and operating your AltiWare configuration. CT-bus Test Tool - detects one-way connection, cross talk, bad MVIP cable, and static noise problems. • DINA Manager - an application that allows a system administrator to configure several distributed AltiServ systems from a single system. The tool can be run on any server (local or remote) to an AltiWare system that has a connection for access to all the servers to be managed.
Key AltiServ Characteristics — Line park appearance — Group paging — Release link tie for IP trunks — Quick search improvement in ALL tab — Automatic version upgrade during startup • AltiView/AltiView IP Extension - a Windows-based desktop call control and window popup application that interacts with AltiServ through AltiLink Plus and provides easy-to-use call control, monitoring and logging capability. In OE 5.
Overview — Automatic version upgrade during startup • Alti-MSCRM - a Microsoft® .NET-connected integration tool that provides CTI integration, including screen pop capability, for Microsoft CRM. In Alti-MSCRM 2.
Key AltiServ Characteristics — Activity display — Auto answer mode — Workgroup queue status display — Configurable BLF ringer 1-32 AltiWare OE System Installation & Administration Manual
CHAPTER 2 System Requirements Hardware Requirements AltiServ hardware requirements depend on the number of extensions (lines) and trunks your site requires. Refer to Table 6 on page 2-11 for AltiServ platform selection. AltiWare OE 5.0 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 OE is running on.
— Windows 2000 Professional with SP4 and above (SmallOffice and AltiServ1 IP only) — Windows Server 2003 Note: If installing AltiWare for the first time and you wish to use the software with Windows 2000, you must already be running Windows 2000 prior to the AltiWare software installation. • For 5.0 Administrator: — Windows 2000 Server/Professional with SP4 and above — Windows Server 2003 — Windows XP Professional • For 5.
System Requirements Proper Grounding and Loop Current Proper grounding is essential for any PBX system. This is a simple but very important step and is highly recommended. Run a wire from the server chassis to earth ground. Don’t wait for a problem to arise before taking this step. Make sure this is one of the first things you do before turning the AltiGen system on. Uninterruptible Power Supply (UPS) Using a UPS prevents power fluctuations and surges on power sources from utilities.
Table 3.
System Requirements The I/O switch is factory preset as shown below. Change this setting only if there is a hardware conflict.
The Triton Analog Extension telephony board has the following functional characteristics: • MVIP Compatible • 256 Port Non-Blocking Switch Matrix • Jumper-Free Configuration • PCI Bus • Compliant with EIA464 Note: When the board is configured for audio input, the first port cannot be used for an extension. Triton Analog Trunk Board The Triton Analog Trunk board comes in two models: Loop Start/Ground Start (LS/GS) and Loop Start only (LS).
System Requirements • Tone detection for fax tone, modem tone and voice • E-911 CAMA trunk support Triton VoIP Board The Triton VoIP telephony board has the following functional characteristics: • MVIP-compatible • 256 Port Full-Duplex Switch Matrix • Jumper Free Configuration • PCI Bus 2.
Triton Resource Board The Triton Resource board enables call center supervisors to barge in or silently monitor conversations. Up to two Resource Boards can be installed in one system. Up to 12 simultaneous supervisor silent monitoring or barge-in sessions are supported for each board.
System Requirements Table 4 lists the AltiGen telephony board modules. This selection allows you to optimize your system based on the trunk/extension mix required at your site. La Tabla No. 2 lista los módulos de la tarjeta de telefonía AltiGen. Esta selección le permite optimizar su sistema con base en la mezcla de troncales y extensiones que requiere su sitio. In Tabelle 2 sind AltiGen Kartenmodule für das Fernsprechwesen aufgelistet.
tos puede convertirse en una de 30 puertos (un incremento en la tarjeta por cada licencia). Los puertos originales conservan su configuración. * Bei der Aufrüstung zur AltiWare OE 4.8 werden alle 8 Anschluß-Karten automatisch zu 12 AnschlußKarten aufgerüstet. Mit der Lizenz zur Aufrüstung für 30 Anschlüsse kann die 12 Anschluß-Karte zu einer 30 Anschluß-Karte aufgerüstet werden. (Eine Kartenaufrüstung pro Lizenz).
System Requirements AltiServ System Configuration Guidelines* Available Memory Hard Disk Controller Power Supply +5V Requirement +12V Requirement 10 733 MHz 128 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 GB with 1 GB RAM 512 MB IDE ATA100/ SCSI Dual 400W with load sharing required 40A 20A CPU Type 1–3 *Individual requirements may vary depending on particular application
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 1.6A 1.2A* PCI Triton Analog Trunk LS/GS 1.6A 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 *1A@12V is provided by power connector.
System Requirements including an electrostatic discharge mat. Some boards have very sensitive ceramics that contain embedded traces. These traces are very close to the edge of the component and are easily chipped if they are hit against a hard object or surface.
Description Especificacion Storage Temperature -20° to +70° C Relative Humidity 10% to 80% non-condensing Before you set up and use the system, consider the environment in which the system will reside: • Choose a work surface large enough to accommodate the entire system. • Use a flat, stable work surface with enough space around it for proper air circulation. For proper heat dissipation, a fan is recommended in front of the AltiGen telephony boards to ensure sufficient airflow.
System Requirements • Die Arbeitsfläche muß flach und stabil sein und genügend Raum für eine entsprechend ausreichende Ventilation bieten. Zum angemessenen Hitzeverlust und ausreichender Luftzufuhr wird der Einbau eines Ventilators vor den AltiGen Fernmeldekarten empfohlen. Der Filter des Ventilators muß sauber sein und darf die Luftzufuhr nicht blockieren. • Es darf nur mit geerdetem Gerät gearbeitet werden.
AltiWare Conference Resource Limits The following table defines conference resource limits for boards used in an AltiWare system. Table 8. Conference Call Resource Limits Maximum Number of Conferences Supported (Conference Bridge) Maximum Number of Members per Conference (Internal Extensions and External Parties) Total Number of Conference Resources Available Support of Conference Members on Other Boards Quantum 3 up to 61 12 Yes, limited to 4 members.
CHAPTER 3 Software Installation The AltiWare OE software is provided on a CD-ROM and contains the following components or folders: AltiWare OE. Contains the AltiWare 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. • AltiAdmin.
AltiWare as a Windows Service AltiWare as a Windows Service AltiWare components such as the switching, messaging agent, and AltiBackup are Windows services that are automatically launched when AltiWare OE is installed and the AltiServ system is restarted. Benefits of AltiWare as an Windows service: • The AltiWare Administrator user interface does not have to be tied to the switching service so that if there is a problem with the user interface, the switching service is not affected.
Software Installation • Third party applications. AltiWare OE must be installed before any third party applications on a Windows NT with Service Pack 6a (or higher) or Windows 2000 system. Contact your third party application vendor(s) to find out if an upgrade is required for their product to work with the AltiWare OE release you are about to install. • Installing over old versions. If AltiWare 4.5 or above is installed, there is no need to uninstall it before installing AltiWare OE 5.0. If AltiWare 2.
Preparing to Install AltiWare OE Client Server TCP VoIP RTP VoIP RTP VoIP ATPS VoIP ATPS 10032 Web Client AltiLink+ 10025 NetMeeting Chat 1720 UDP plus VoIP ports described above Client Auto Upgrade 10050 Polycom Between 2222-2242 and 1718/ 1719 a. It is recommended that this be run only in an intranet. b.
Software License Activation and Registration Software License Activation and Registration Licensing The licensing has two components — a system key which is a physical device shipped with every copy of OE 5.0. This hardware key is equipped with a DB-25 connector that is designed to be connected to the parallel printer port on the AltiServ system running OE 5.0 or later releases of AltiWare. Optionally, a USB port version of the system key is available for use on systems ONLY equipped with a USB port.
Licensing Table 5. Release ACC 5.0 License Summary License OE 5.0 AltiServ Contact Center Description/Notes • License required for fresh installation or upgrade to OE 5.0 • Required for ACC Product. • Workgroup-related options will be disabled if this license is not installed. Advanced Call Router Agent Seat • This license enables Advanced Call Router service. • No session license is required. • Only one copy of Advanced Call Router can run at the same time.
Software License Activation and Registration For step-by-step instructions on the licensing process, refer to page 3-28. Registration Licenses must be registered with AltiGen for the system to function at full, licensed capacity. This registration includes both AltiWare systems information, as well as registering dealer, installer, and end user (customer) data for each AltiGen system installed or upgraded to 5.0. All software must be registered, including AltiServ Office products.
Registration Registration Methods There are two ways a system can be registered. These are based on the ability of the AltiServ system being installed and registered to have Internet access. Manual Online Registration If there is no access to the Internet from the server being installed, the Installer must go to a PC with Internet access and manually register the software. A registration tool allows the Installer to manually enter three pieces of information as part of the registration process: 1.
Software License Activation and Registration 3. System key and associated license keys Completion of the final step of this process generates an activation file that will be used to populate the actual system with valid registration information. WARNING! Once a license key is associated with a system key, it cannot be reassigned to another system. Remember that some licenses for OE 5.0 are specific for that release. For upgrades, some 4.5 licenses must be converted to 5.0 in order to work with AltiWare.
Upgrades — AltiConsole Site License converts to 10 AltiConsole Session Licenses — Advanced Call Router converts to 5.0 Advanced Call Router • After upgrade, all extensions belonging to workgroup(s) will be set as agents and be placed in the logout state. • The package will not include a system key. For step-by-step instructions on the upgrade process, refer to page 3-19. Upgrading from OE 4.6 to OE/ACC 5.0 • Registration is required for the upgrade.
Software License Activation and Registration • After upgrade, all extensions belonging to workgroup(s) will be set as agents and be placed in the logout state. • The package will not include a system key. Important: For seat license upgrades from 4.6 to 5.0, you can only upgrade to the number of seats existing in 4.6. 4.6 Agent Seat Licenses that are not upgraded will be nullified and cannot be used for future upgrade/migration.
Before New Installation New Installation Before New Installation Note: Triton T1 Rev A1/A2 or VoIP Rev A1/A2 boards are not supported in OE 5.0. These boards must be replaced with Rev A3 or later boards. Before you begin, have the following at hand: • System Key • The 20-digit software license key (located on the End User License Agreement) • The system home area code • The extension length Note: The extension length, which is from 3–6 digits, is the number of digits for all extension numbers.
Software License Activation and Registration 3. Login 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 login as a local administrator account. Note: If you plan to run Exchange Integration, you must have domain administrator rights. Insert the AltiWare OE 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.EXE in the AltiWare OE folder.
To Begin New Installation However, you cannot perform the license registration process (to activate your licenses) without the system key. 10. Setup will check AltiGen boards on your system. Note: Setup will terminate if T1 Rev. A1/A2 or VoIP Rev. A1/A2 boards are found. These boards are not supported. 11. Setup will create a user account for AltiWare services. AltiGen recommends that you do not change the default password.
Software License Activation and Registration Note: It is recommended that the local drive used should have at least 2GB of free space for PostOffice and 500MB each for AltiDB and AltiDB Backup. AltiWare OE System Installation & Administration Manual 3-15 3. Software Installation 14. Setup will use the following disk drives as noted for PostOffice, AltiDB and AltiDB Backup or you may select another local drive.
To Begin New Installation 15. Setup allows you to select the components you wish to install. By default, all components are checked, and it is recommended that you do not uncheck any items. 16. Click Next to have Setup begin copying the program files.
Software License Activation and Registration 17. Setup will perform the following: • Install Microsoft Data Access Components • Install AltiWare Services • Register AltiWare COM components • Create program folder and icons • Upgrade AltiWare databases 18. Setup Window will prompt for the Country, System Home Area Code and Extension Length. When finished, click OK.
To Begin New Installation 20. Setup is complete. Reboot the system to finish the installation process 21. (Recommended) After rebooting, run the MVIP test program from Start>AltiWare>AltiWare Tools>MVIP test. 22. Use AltiAdmin to register your licenses. Follow the steps for “Online License Registration Procedures” on page 28. If you do not register and activate your licenses, only eight (8) physical ports will be available for use.
Software License Activation and Registration Upgrading AltiWare OE Note: Triton T1 Rev A1/A2 or VoIP Rev A1/A2 boards are not supported in OE 5.0. 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 OE 5.0 supports direct upgrades from OE 4.5, OE 4.5 A and OE 4.6.
Before Upgrade Station Speed Dialing Change Names assigned to station speed dial entries (configured in Extension Configuration) are now stored in the local server instead of the client’s machine. When upgrading to 5.0 from 4.6, speed dial names configured for 4.6 clients (AltiServ/AltiView/AltiAgent users) are not carried over after the upgrade. VoIP Board Upgrade When you upgrade to OE 5.0 from AltiWare OE 4.0, all 8-port VoIP boards are automatically upgraded to 12-port boards.
Software License Activation and Registration Shutting Down Switching as a Windows 2000 Service Optionally, if you’re not running AltiAdmin, you can shut down the services using Windows 2000 Services. 1. Do one of the following: • On the Windows 2000 desktop, select Start Administrative Tools Services. Programs 2. Highlight AltiGen Switching Service COM Server. 3. Stop the service. If the status column is empty, proceed to the next step.
To Begin Upgrade 7. At the Welcome page window, exit all Windows programs before continuing with the setup, then click Next. 8. Setup will retrieve logon information to determine if the user has corresponding privilege. 9. Setup will retrieve system key and install its driver, if applicable. WARNING! If the system key is not available, Setup will terminate. 10. Setup will check AltiGen boards on your system. Note: Setup will terminate if T1 Rev. A1/A2 or VoIP Rev. A1/A2 boards are found.
Software License Activation and Registration . 12. Setup will check service status. 13. Setup will create a user account for AltiWare services. AltiGen recommends that you do not change the default password. If you still wish to change this, you may enter a password (no longer than 14 characters) for this account and click Next. AltiWare OE System Installation & Administration Manual 3-23 3.
To Begin Upgrade 14. Setup is creating the user account. 15. Setup will use the following disk drives as noted for AltiDB and AltiDB Backup or you may select another local drive. Note: 3-24 It is recommended that the local drive used should have at least 500MB of free space each for AltiDB and AltiDB Backup.
Software License Activation and Registration 16. Setup allows you to select the components you wish to install. By default, all components are checked, and it is recommended that you do not uncheck any items. 3. Software Installation 17. Setup will begin copying the program files.
To Begin Upgrade 18. Setup will perform the following: • Install Microsoft Data Access Components • Install AltiWare Services • Register AltiWare COM components • Create program folder and icons • Upgrade AltiWare databases 19. Setup is almost complete. Setup will suggest running MVIP bus test before rebooting. If the MVIP bus test option is checked, the test will begin when you click Finish. You can see the pass or fail information in the MVIP Test Tool test log box.
Software License Activation and Registration 20. Setup will complete, whether or not the MVIP test passes, if Setup cannot get the results of the MVIP test, or if the MVIP test is skipped. You can restart your computer now or later, then click Finish to end Setup. 22. Reboot the system to finish the upgrade process. AltiWare OE System Installation & Administration Manual 3-27 3. Software Installation 21.
To Begin Upgrade License Activation and Registration Process In AltiWare OE, 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 License Activation and Registration From the About AltiWare window in AltiAdmin, 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 License Activation and Registration 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. 3.
To Begin Upgrade For the Customer Information and Installer Information sections, fill in all fields (required) and click Next when finished. 9. 3-32 The next web page allows for entering of new License Keys or for adding any additional licenses.
Software License Activation and Registration Note: All keys are case sensitive. 10. The next web page displays the licenses that have been activated and are about to be registered. AltiWare OE System Installation & Administration Manual 3-33 3. Software Installation Click Add More Keys to add more licenses, or click Next to register these licenses.
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 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 License Activation and Registration 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. AltiWare OE System Installation & Administration Manual 3-35 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 AltiWare system. In the License Information window, click the Refresh button.
Software License Activation and Registration The licenses that have just been validated will appear in the license field, along with an accompanying Registration Key number and Description of the license. 15. Close the License Info window to finish the license registration.
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 License Activation and Registration On the AltiGen Software License Registration web page, click the Proceed to Online Registration. 8. The next web page displays your currently registered software version. Select Re-Register -or Upgrade/migrate to and use the drop-down list to select the version to upgrade or migrate to. Then click Next.. 9. The next web page allows for inputting System and Dealer Installation ID.
To Begin Upgrade obtained by contacting either your local authorized AltiGen Dealer or AltiGen Technical Support. Click Next when finished.
Software License Activation and Registration 10. The next web page allows for inputting of Customer and Installer information. 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 License Activation and Registration • 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.
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 AltiServ machine. In the License Information window, click the Load button and to load the exctl file from floppy into the AltiServ system.
Software License Activation and Registration 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 AltiAdmin), go to the following web URL: http://registrar.altigen.com/offlineregister/ login.asp. Then follow the online registration process (page 3-38) beginning with Step 6.
Shutting Down AltiServ when Changing or Adding Hardware To install AltiAdmin on a non-AltiServ PC for the first time: 1. Insert the AltiWare CD-ROM into the appropriate drive. 2. Run SETUP.EXE from the AltiAdmin folder. 3. Follow the instructions on the window. 4. To open AltiWare Administrator, refer to “Running AltiWare Administrator” on page 3-46. Running AltiWare Administrator To run AltiWare Administrator: 1.
Software License Activation and Registration 1. Using the AltiAdmin application System Data Management function, backup the AltiServ data, messages, and custom files using the procedures in the chapter on ‘System Data Management.” 2. In AltiAdmin, shutdown the AltiGen Switching Service and exit AltiAdmin, as described in “Shutting Down Switching as a Windows 2000 Service” on page 3-21. 3. Shut down and power down the Windows 2000 system using the standard Windows shutdown procedure. 4.
AltiWare Uninstall 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. In the Restore From drop-down list, select the drive and directory to which you backed up the files in Step 1. e. Click OK to start the restore. f. Once the restore is complete, click the Exit icon to exit the data manager. g.
Software License Activation and Registration To downgrade, follow these steps: 1. Stop the AltiGen services as described in “Shutting Down Switching as a Windows 2000 Service” on page 3-21. 2. Uninstall OE AltiWare 5.0 as described on page 3-48. 3. If they are installed, uninstall AltiView, AltiConsole, AltiAdmin, and CDR Search, following the manual procedures for those applications. 4.
Software Installation Troubleshooting Software Installation Troubleshooting Use this table for troubleshooting error messages encountered during software installation. Error Message Solution This version of AltiWare does not support Triton T1 Rev A2 or VoIP Rev A2 boards. Please unplug these boards, then run setup again. 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.
Software License Activation and Registration Error Message Solution Unable to add AltiServ path to the system. Manually append c:\AltiServ\exe (if AltiServ is installed on c: drive) to your system environment path (through Control Panel>System >Environment>path) after finishing AltiServ’s installation but before restarting your system Failed to upgrade AltiWare databases. The previous database may be corrupted. Restore the last, known working database and try again.
Software Installation Troubleshooting 3-52 AltiWare OE System Installation & Administration Manual
CHAPTER 4 Getting Around AltiAdmin AltiAdmin: the AltiWare OE Administrator This section describes how to configure and administer the AltiServ system using the AltiWare Administrator system application software. AltiWare Administrator, or AltiAdmin, allows you to configure sophisticated switching and messaging functions using windows that guide you through the configuration steps for each feature. AltiAdmin can be used at the AltiServ system or on any other system on the LAN for remote maintenance.
AltiAdmin: the AltiWare OE Administrator The AltiWare Administrator Main Window Once you run the AltiWare Administrator, the first window you see is the AltiWare Administrator main window. Figure 1. AltiWare 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 AltiAdmin The Main Menu The Main Menu functions are as follows: • Services Login and logout, change password, backup and restore functions, and shutdown the switching service. • Management Opens configuration windows to work with the system, extensions, trunks, out call routing, audio peripheral, MVIP, Auto Attendant, VoIP, AltiGen IP phone configuration, line park and paging group. • Report System Summary, System Log, and IP Traffic Statistics.
AltiAdmin: the AltiWare OE Administrator Extension Configuration. Opens the Extension Configuration window, the same function as Management Extension Configuration…. Trunk Configuration. Opens the Trunk Configuration window, the same function as Management Trunk Configuration…. Auto Attendant Select. Opens the Auto Attendant Select window, the same function as Management Auto Attendant Select…. System Summary. Opens the System Summary window, the same function as Report System Summary…. System Log.
Getting Around AltiAdmin The View Windows As noted in “The AltiWare Administrator Main Window” on page 4-2, the AltiAdmin main window hosts a number of child windows, which are called view windows in AltiWare because they provide various views into the internal system setup and active status. Boards View Window The Boards window displays the AltiServ Quantum or Triton boards hardware status. It displays the card location in the ISA or PCI slots and board model numbers. 4.
The View Windows Extension View Window The Extension View window 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 (i.e. 01:04) identifies the card ID and port (channel) number on the board. For example, in location 01:04, the card ID is 1 and the port number is 4.
Getting Around AltiAdmin 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. 4. Getting Around AltiAdmin Figure 5. Trunk View window The radio button to the left of each trunk location is green when the trunk is idle, and red when the extension is not ready or in use.
The View Windows The Reset button resets the selected trunk(s) to the idle status. You’ll be asked to confirm the reset and a status message will tell you if the reset was successful. You can select and reset multiple trunks. Workgroup View Window The Workgroup View window displays data and statistics for workgroups: Figure 6.
Getting Around AltiAdmin • Service Level—displays the percentage of calls being answered within an acceptable period of time Call Log View Window The Call Log View window displays the line and trunk traffic history. Figure 7. Call Log View window You can select calls and click the Print button to print the selected log entries for the call. You can click the Clear button to clear the window of all data.
The View Windows Figure 8. IP Trunk Current Traffic Statistics window The packet and byte data that follows is for data sent or received from other AltiServ systems over the public or private IP network.
Getting Around AltiAdmin Setting the Refresh Interval The IP Trunk Current Traffic Statistics window is updated according to the Refresh Interval configuration. By default, the Refresh Interval is set to refresh the data in the window every 5 seconds. To change the refresh interval, click the Refresh Interval button and use the slide rule to set the time to an interval to a number of seconds up to one minute. Each tick on the rule represents 5 seconds.
Stopping the AltiGen Switching Service This option is available when you are logged in at the AltiServ system computer; it is not available from a remote AltiAdmin client.
CHAPTER 5 System Configuration The System Configuration functions provide for configuring the AltiWare system-wide settings. Access System Configuration by selecting System Configuration... on the Management menu, or by clicking the System Configuration icon. You can then work with the following settings, each of which is accessed by a tab in the System Configuration window.
Setting General Parameters Setting General Parameters The General tab is the default window you see when you open the System Configuration window. You use this window to set the system area code and number, operator extension, country, distinctive ring, conference call, and system park options. To access the General settings, select System Configuration... on the Management menu, or click the System Configuration 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 8-8 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 Conference Bridge Option Selected, conference calls will end when all internal lines have disconnected from the conference bridge. Not selected, the conference connection can continue between outside parties, even after all internal parties have disconnected. Note: For conference resource limits information, refer to “AltiWare Conference Resource Limits” on page 216.
System Configuration Accessing the Number Plan To access the Numbering plan settings, select System Configuration... on the Management menu, then click the Number Plan tab. Figure 2. Number Plan window, System Configuration Use the Number Plan window to specify the following parameters: 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 First Digit Assignment These define how the system responds to the first digit dialed by the user. If a particular digit is grayed out—not available—that means it cannot be used in the country location selected in the General window.
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 AltiServ 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 window, 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. AltiWare OE System Installation & 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 Configuration... on the Management menu, then click the Holiday tab. 5. System Configuration Figure 6. Holiday window, 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 window. 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: 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 8. Call Restriction window, 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 Setting Toll Call Prefixes AltiWare 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.
Creating Account Codes Enabling Hop Off for Tie Trunks When selected, this function allows calls over T1 tie trunks to use PSTN trunks or other servers, when those trunks have been configured to accept tie-trunk calls. For Hop Off to work, it must be enabled on all AltiServ systems on which trunk calls are able to be used as a transit switch.
System Configuration To access the Account Code window, select System Configuration... on the Management menu, then click the Account Code tab. Figure 10. Account Code window, System Configuration Adding and Deleting Account Codes 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.
Setting up Call Reports Setting up Call Reports You can set up call reporting if AltiWare and AltiAdmin are installed on the same server. In AltiWare, call reporting distinguishes between call detail data, which records every call made to, out of, and within the AltiServ system, and RTM data, which is workgroup-related statistical data captured from the realtime monitoring function used in the AltiSupervisor client application.
System Configuration Figure 11. Call Reports window, System Configuration Internal Database Configuration (Internal Logger Service) 5. System Configuration To set up and enable CDR collection to the local drive, click the Add button. A dialog box appears. Figure 12.
Setting up Call Reports Add a Name and IP Address for the Internal Log Service, then click OK. In the Internal Database Configuration section, select the Active database retaining period in months. Check the Archive purged record(s) field and select the number of months per archive file if you wish to archive purged Internal Logger Service records.
System Configuration Add a Name and IP Address for the External Log Service, then click OK. Exporting Through a Local Port You can send the CDR to a COMM Port to export to, for example, an accounting data processing system. 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.
Managing Messages 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.
System Configuration Setting Message Recording Options Set message recording parameters: Parameter Description Minimum Recording Sets the minimum length in seconds for any recording (i.e., incoming voice mail message, personal greeting, system prompts). This can be from 1–5 seconds, or 0, which means no minimum. All recordings that are shorter than the designated Minimum Recording length are deleted.
Managing Messages Parameter Description Postmaster Ext This field defines the extension that will be assigned as a Postmaster Extension. When the e-mail system receives an e-mail with an invalid e-mail account, the automatic reply (informing of the invalid e-mail account used) to the sender is sent from the defined extension. Note: The system always requires an extension to selected as the Postmaster Extension. By default, the first extension in the system is used.
System Configuration Synchronizing E-mail with Exchange Parameter 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.
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 AltiServ systems. It may also be advantageous to use the same location IDs at all locations.
System Configuration Figure 15. Dialing Table window, System 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. 5.
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 5-27. Location Name A descriptive name of up to 15 characters to identify the location. This name may be used by Caller ID.
System Configuration Configuring DNIS Routing When an incoming call comes through a trunk with DNIS or DID numbers, the system can route the call to the proper extension, Auto Attendant or operator based on the DNIS or DID number collected. 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.
Configuring DNIS Routing Adding and Deleting DNIS Route Entries To add entries to the DNIS routing table, click the Add button. In the dialog box that appears, type in a DNIS Number and a descriptive DNIS Name, then click OK. The number and name entries have the following requirements: • The DNIS Number must be devoid of all characters EXCEPT “-” (hyphen), “*” (asterisk), and the numbers 0–9. For example, 2529876 is an acceptable entry.
System Configuration • Holiday Profile—routes incoming calls based on Holiday Profiles configured in System Configuration (see “Routing Calls on Holidays” on page 5-12) Creating Distribution Lists The System Distribution Lists provide for forwarding voice mail messages to multiple recipients defined as list members. To forward a voice mail to all list members, a user need only enter the two-digit ID instead of entering numerous individual extensions.
Setting Logout Reason Codes Defining a Distribution List 1. In the Distribution List window, select an ID (0 – 99) in the System Distribution List ID drop-down list. The list name, if any, now appears in the Name box; the members of the list are now displayed in the Member box, and other available extensions are displayed in the Non-Member box. 2. To give the list a name or change the existing name, type a descriptive name into the Name box. 3.
System Configuration . Figure 18. Logout Reason window, System Configuration To require logout reasons, check the Logout reason code required check box. If you don’t want to require reason codes, deselect the check box. To define reason codes, type the associated reason into the text box next to the code you want to associate with the reason. The Activity configuration window is used to set up and select from a set of activity codes that can be played or displayed when the extension user is absent.
Activity To access Activity configuration, select System Configuration... on the Management menu, then click the Activity tab. There are a total of nine (9) activity codes; the first six are pre-configured as follows: 1 - System, 2 - Personal, 3 - Meeting, 4 - Away from desk, 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.
System Configuration In AltiView/AltiAgent, an extension user will be able to select an activity from the Call Handling page of AltiView/AltiAgent configuration. Figure 19. Activity Selection List, Call Handling Page of AltiView configuration In AltiConsole, the activity of an extension is displayed in the BLF and ALL panels. Figure 20. BLF tab, AltiConsole 5. System Configuration The Activity can also be changed from voice mail personal options.
Activity 5-38 AltiWare OE System Installation & Administration Manual
CHAPTER 6 Board Configuration Board attributes and functions are accessible in the Boards window in the AltiWare desktop. Figure 1. Board window For the board you want to configure, double click the board’s icon in the Boards window to open the Board Configuration window. AltiWare OE System Installation & 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 10-53), and the barge-in ability. The Resource Board requires no complex configuration; you install it and run it. The Board ID must be the range of 0 to 15, and each AltiServ system supports a maximum of 2 boards.
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 AltiServ. 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 Extension Board Parameter Description 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. Configuring the Triton Analog Extension Board Double click the board’s icon in the Boards window to open the Board Configuration window. Figure 4.
Board Configuration Parameter Description Channel Mapping List 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. Note: This is informational only and cannot be edited. Note: Double clicking a channel in this window invokes a channel configuration window. Refer to the Line Properties button in Extension Configuration. See “Setting the Line Properties” on page 10-16.
Configuring the Triton Analog Trunk LS/GS and LS Boards Double click the board’s icon in the Boards window (see Figure 1) to open the Board Configuration window. Figure 5. Board Configuration window (Triton Analog Trunk) The Board Configuration window contains the following attributes: Parameter Description Board Info Group Board Logical ID: assigned by AltiServ. Board Name: the type of board installed in the system and board ID. Note: This is informational only and cannot be edited.
Board Configuration Parameter Description Board Configuration Displays the board’s serial number. Reset Board Resets the board, after you confirm resetting by accepting a warning. Important: Resetting a board will disconnect all calls in progress on that board! Be sure to inform all users before resetting a board. Configuring the Triton VoIP Board Voice over IP VoIP for AltiWare OE runs on an H.323 protocol that allows voice calls to be made through an IP network.
Configuring the Triton VoIP Board for more detail on setting access codes.) If you still want users to have access to this trunk for outgoing calls, you can set it up through Outcall Routing (see Chapter 8, Out Call Routing Configuration). Features The following features are automatically enabled during AltiWare OE installation. PCI Plug and Play Triton VoIP boards fit into standard PCI slots. Once installed, it is recognized by AltiWare OE and appears on the Boards window of AltiWare Administrator.
Board Configuration (for example, a Multilink Point-to-Point Protocol (MLPPP) or Frame Relay Forum (FRF), with no Voice Activity Detection (VAD) running) — G711 10ms packet frame = 100.8 kbps — G711 20ms packet frame = 82.4 kbps — G711 30ms packet frame = 76.3 kbps — G723 30ms packet frame 6.4k rate = 18.7 kbps — G729 20ms packet frame = 26.4 kbps — G729 30ms packet frame = 20.3 kbps • When a small data application (e.g.
Configuring the Triton VoIP Board Firewall Configuration Please note the following very important guidelines when working with a firewall on your network: • If a firewall is used to protect your network access security, reconfigure the firewall (as described in “Firewall Considerations” on page 6-27) to open up TCP and UDP ports to the IP system’s IP address. This allows IP’s voice and H.323 packets to pass through the firewall freely. If the firewall supports H.
Board Configuration Network Configuration Guidelines for the Alti-IP 600 Series of IP Phones The following guidelines (specific to the Alti-IP 600 series of IP phones) should be taken into consideration as a precursor to configuring your network for use with NAT (see Network Configuration Guidelines below). • DHCP is recommended to reduce the risks for duplicating IP addresses. AltiServ provides seamless support for AltiGen IP Phones using dynamic IP addresses.
Configuring the Triton VoIP Board IP address behind NAT, and with both private and public IP addresses, respectively. The last example involves configuration for a remote branch office environment where multiple IP phones require connection to AltiWare.
Board Configuration AltiGatekeeper Installation When installing AltiGatekeeper, the installation will require information in the following dialog box. Figure 6. Note: AltiGatekeeper Configuration Tool configuration window The user can change this configuration later by running the program CONFIGTOOL.EXE in the AltiGatekeeper installation directory.
Configuring the Triton VoIP Board to 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.
Board Configuration Remote IP Phone Connecting Through DSL or Cable Modem Figure 7. 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.
Configuring the Triton VoIP Board Public Network Configuration (AltiWare with Public IP Address) Figure 8. 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.
Board Configuration The AltiWare and AltiGatekeeper are installed and running at the same host with public IP address 16.254.101.2. 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.
Configuring the Triton VoIP Board 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 9.
Board 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.
Configuring the Triton VoIP Board 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.
Board Configuration Private and Public Network Configuration (AltiWare with Both Private and Public IP Addresses) (Supported in Release OE 4.5 and higher) Figure 10. 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. IP Phone 1 uses the private IP address 192.
Configuring the Triton VoIP Board Setup For the Corporate LAN: • 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.
Board Configuration traffic to reach AltiWare. For firewall considerations, refer to page 6-27. For the Remote IP Phone Using NAT: • 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.
Configuring the Triton VoIP Board VPN Network Configuration (Connecting to AltiWare with VPN) Figure 11. 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.
Board 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: • AltiWare and AltiGatekeeper The AltiWare and AltiGatekeeper are installed and running at the same host with private IP address 192.168.1.2 and public IP address 169.254.101.2.
Configuring the Triton VoIP Board • WAN Bandwidth - should be greater than the aggregate of maximum VoIP session bandwidth usage. Each G.711 codec requires 85 Kbps and each G.723.1 codec requires 17 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.
Board Configuration Remote Security Gateway: (specifies the public IP address of the corporate VPN-enabled gateway) 169.254.56.159 (Router 1’s public IP Address Firewall Considerations If you are using a firewall in the AltiWare OE 5.
Configuring the Triton VoIP Board Client Server Client Auto Upgrade TCP UDP 10050 Polycom Between 2222-2242 and 1718/ 1719 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.
Board Configuration TCP UDP Description 30000 ~ 30001 for RTP/RTCP If this H.323 endpoint is NetMeeting integrated with AltiView, you need to set all unknown TCP/UDP ports to be forwarded to the IP phone's private IP address. This is usually referred to as DMZ port forwarding in most NAT routers. AltiWare NAT Support Feature AltiWare’s NAT support feature makes it possible to make H.323 IP calls through a NAT with or without H.323 support.
Configuring the Triton VoIP Board incoming and outgoing. If disabling the “Fast Start Enable” option makes the IP calls work fine, this means this NAT partially supports H.323. If you still get the problem with IP call cross NAT, as a final solution, enable the AltiWare NAT support feature according to the following instructions. Figure 12. Triton VoIP Trunk Configuration window Double-click the VoIP board in the Board View of AltiAdmin to open the Board Configuration dialog box.
Board Configuration Setting Up an AltiWare-to-AltiWare IP Network Two or more AltiWare systems can be networked together to provide extension-to-extension connections via IP trunk calls. Users may dial a remote AltiWare’s auto attendant or direct dial to an extension, without having to dial out through the PSTN. A diagram illustrating a multiple AltiWare-to-AltiWare connection is provided below and is referred to as an example throughout the configuration instructions below. Figure 13.
Configuring the Triton VoIP Board the Number of Dialed Digits to “None.” Refer to “Defining the IP Dialing Table” on page 5-28. 5. Set the VoIP codecs so that servers use the same codec. See “Setting VoIP Codecs” on page 10-12. 6. Repeat steps 1 through 5 for all local and remote AltiWare systems that are to be networked via tie-trunk line connection. This completes the AltiWare-to-AltiWare network connection.
Board Configuration The Board Configuration button invokes the Triton VoIP Trunk Properties window, which displays the board serial number and displays line settings. Refer to “Triton VoIP Trunk Configuration” on page 7-13 for more detail. Troubleshooting—Common Symptoms and Solutions The following are some of the most common problems you may encounter and a list of steps to troubleshoot and resolve these problems. Poor Voice Quality When voice quality is poor, try the following: 1.
Configuring the Triton T1/E1/PRI Board protocol for real-time applications used to transport packetized voice packets over the IP network. 5. Check the AltiWare IP Dialing Table for Dialed Digits Length. Refer to “Defining an IP Dialing Table” on page 5-27. 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.
Board Configuration For information on how to install Triton T1/E1/PRI boards, refer to the Quick Installation Guide provided with every board package. Important: Configuration for Triton T1/E1/PRI boards can only be done at the local system. These boards cannot be configured by a remote AltiAdmin. 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.
Configuring the Triton T1/E1/PRI Board Line Coding: • Alternate Mark Inversion (AMI) • B8ZS (recommended) DNIS, Caller ID - DTMF (Dual Tone Multi-Frequency) Physical Termination - RJ-48X or RJ-48C Wire: 4 wires 800 Service: you decide Termination Impedance - 100 ohms Type of Registered Services Provided BN 1.544 Mbps SF without power DN 1.544 Mbps SF B8ZS without power 1KN 1.544 Mbps ANSI ESF without power 1SN 1.544 Mbps ANSI ESF, B8ZS without power (recommended) Service Order Code SOC 6.0P AS.
Board Configuration Service Parameters for PRI To subscribe to PRI service, certain parameters are required to establish service. The information provided below identifies the recommended and supported parameters for PRI service. PRI Service Request Information When ordering PRI service, provide the following service request information: Equipment Information Product Manufacturer - AltiGen Communications, Inc.
Configuring the Triton T1/E1/PRI Board Note: AltiServ can configure any channel in a PRI span to be the D channel. The default setting is the last channel. Every span should select a D channel within the span. OE 3.5A and higher does not support shared D channel (NFAS) or back up D channel.
Board Configuration • CRC4 Line Coding: • Alternate Mark Inversion (AMI) • HDB3 (recommended) Physical Termination: RJ-48X or RJ-48C Wire: 4 wires 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.
Configuring the Triton T1/E1/PRI Board Figure 15. Board Configuration window (Triton T1/PRI Board) The Board Configuration window for the Triton T1/PRI board displays the same options as the Quantum board, which are discussed in “Configuring the Quantum Board” on page 6-2, but there are additional options available. The Board ID must be in the range 0–5.
Board Configuration • The Board Configuration button invokes a configuration dialog box. Figure 16. Triton T1 Configuration dialog box This dialog box displays the board serial number and allows you to reconfigure the Clock Frequency, Digit Duration, and the Firmware File Name. The Operating mode is automatically displayed as T1/ PRI or E1/PRI. AltiWare OE System Installation & Administration Manual 6-41 6. Board Configuration Figure 17.
Configuring the Triton T1/E1/PRI Board • 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 6-47 and the Status Messages table beginning in the next section.
Board Configuration Figure 19. 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 Major hardware problem. Board is not responding to commands. Set board as MVIP master. Reset Board.
Configuring the Triton T1/E1/PRI Board Table 1: Span Status Error Messages Error Message Meaning Action L1 failure: 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.
Board Configuration 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 statistics (counter
Configuring the Triton T1/E1/PRI Board 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.
Board Configuration T1 Clocking Depending on the configuration of the T1 boards and span for your AltiServ system(s), the System Clock Master setup should be set according to the follow conditions: • If all of the T1 boards are connected to an FXO (Foreign Exchange Office) or CO, the System Clock Master check box must NOT be checked for any of the T1 boards.
Configuring the Triton T1/E1/PRI Board Setting up T1, PRI or E1 Channels on the Triton T1/PRI Board Use the T1/PRI Configuration button (see Figure 18) to invoke the T1, PRI or E1 Protocol Configuration window. The Triton T1/PRI/E1 Board can be configured to either T1, ISDN PRI, or E1 through the configuration options within the window. Note: In a tie-trunk configuration, set the trunks to “Out of Service” before changing the trunk type from T1 to PRI or vice versa.
Board Configuration Figure 21. PRI Protocol Configuration window 6. Board Configuration Figure 22. E1 Protocol Configuration window The CH -> Type list displays the channel types.
Configuring the Triton T1/E1/PRI Board 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. T1-PRI Figure 23.
Board Configuration E1-PRI Figure 24. E1-PRI Switch Mode Selecting Span Types • T1 CAS - select this option to associate all channels on the span to T1channel associated signaling. • Regular ISDN PRI - select this option to indicate 23B+D ISDN PRI span and to designate the last channel as the D channel. • Custom ISDN PRI - this option is not available. • Enable Tie Trunk - check this box to enable a tie trunk. Tie trunks must terminate to a system also configured as a tie trunk.
Configuring the Triton T1/E1/PRI Board Configuring an ISDN Numbering Plan The ISDN Numbering Plan button invokes the PRI ISDN Numbering Plan dialog box. This function allows you to select how AltiServ will identify and code the Called Number for six different types of calls. This coding instructs the CO on how to interpret the number being sent to it. . Figure 25.
Board Configuration For each class, select the type of number/numbering plan from the dropdown list: • Type of Number: — Unknown — International — National — Network Specific — Subscriber Number • Numbering Plan: — Unknown — ISDN — National — Private The setting ‘Unknown’ is used when the user or network has no knowledge of the numbering plan. In this case, the number digits field is organized according to the network dialing plan.
Configuring the Triton T1/E1/PRI Board Note: If your CO requires specific NSF features to be present in the call setup packet, please contact AltiGen’s Technical Support department with such information from the CO and they will help you configure it. Setting a TEI The TEI (Terminal Endpoint Identifier) defines which terminal device is communicating with the CO switch for a given message.
Board Configuration Pin 2=Receive Tip (INPUT) Pin 4=Transmit Ring (OUTPUT) Pin 5=Transmit Tip (OUTPUT) Troubleshooting—Common Symptoms The most common problems when installing T1 or PRI services: 1. The service provider misconfigures your T1/PRI service or terminates your service improperly. 2. T1 is installed but not turned on because there is no termination device for a period of time. 3. T1 is turned on but channel is not in service.
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CHAPTER 7 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.
However you open the Trunk Configuration window, the General window appears. Figure 2. General window, Trunk Configuration Selecting Trunks to Set Attributes The title bar of the Trunk Configuration window displays the card and the channel of the selected trunk. The list on the left shows all the configured trunks. The location format is the same as in the Trunk View window, that is, slot:channel—for example, channel 15 on the board in slot 1 is location 01:15.
Trunk Configuration Configuring One or Multiple Trunks Setting General Trunk Attributes Select the channel to view its current attributes, as discussed in the previous section. You can then set or change the following attributes. If an option is grayed out, it is not available for that type of trunk: • Trunk Information - Use the drop-down list to select the trunk Access Code; enter the trunk Area Code and Phone Number in the appropriate fields. • Access Code - Access code to the selected trunk.
Setting General Trunk Attributes • Direction - The trunk direction can be Outgoing only, Incoming only, Both Outgoing and Incoming, or for Paging. Outgoing and Both are not available on an analog Quantum DID trunk, which is an Incoming trunk. The Both option is the system default. Paging is only available for analog (CO) trunks and is used for paging or broadcasting purposes. This option enables a third party paging device directly to the trunk port.
Trunk Configuration • Trunk Call Predial String - select the Trunk Predial String checkbox to add digits when the trunk is used. • Centrex Transfer - Applies to analog and T1 trunks if the trunk is supported by Centrex. This option must be selected to forward calls to an outside number through a Centrex switch. If the Centrex provider requires a particular string to be sent before the dialed number, enter the string in the Transfer Predial String box. If no string is set as a predial string, FLASH is used.
Setting General Trunk Attributes • Trunk Properties - Opens a dialog box that allows you to configure low-level, hardware-specific properties for each trunk. The options vary depending on the type of board and trunk; this is discussed in subsequent sections.
Trunk Configuration Quantum Trunk General Configuration 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.
Setting General Trunk Attributes Parameter Description Trunk Seizure Confirmation Select from: • Enable Dial Tone Detection (Outgoing)— detection of outgoing dial tone. • Enable Polarity Detection (Incoming)—detection of incoming polarity. Polarity detection is used when the CO or the connected PBX provides polarity reversal on the tip and ring. Disconnect Supervision Select from: • Tone—busy tone (reorder tone, fast busy tone, error tone, etc.) or dial tone (continuous tone, etc.).
Trunk Configuration Triton Analog Trunk Properties Figure 4. Triton Analog Trunk Properties window Note that you can use Apply to… on this dialog box to apply changes to other trunks of the same type. Parameter Description Caller ID Signal Format Message format with which to send Caller ID information: • None • SDMF—Single Data Message Format for supporting and sending a single data type, such as phone numbers.
Setting General Trunk Attributes Parameter Description Message Waiting Signal Type Type of Message Waiting indicator for the phone set: • None • FSK/SDMF—Frequency Shift Keying with and Single Data Message Format. • FSK/MDMF—Frequency Shift Keying with Multiple Data Message Format. Flash Duration (ms) Specifies the Flash Duration time in milliseconds, with the following set ranges: 85-750, 50-600, 100700, 150-800, 200-900, 300-1000.
Trunk Configuration Triton Analog Trunk LS/GS Properties Figure 5. Triton Analog GSLS Trunk Properties window Note that you can use Apply to… on this dialog box to apply changes to other trunks of the same type. Parameter Description Interface Type For the LS/GS model, can be one of the following: • Loop Start Trunk • Ground Start Trunk AltiWare OE System Installation & Administration Manual 7-11 7.
Setting General Trunk Attributes Parameter Description Impedance The resistance of electrical current to alternating current, measured in OHMs. Impedance occurs when power or signal is transferred from one circuit to another. The setting options are: • 600 OHMs (domestic setting) • 900 OHMs (international setting, depending on the country) • Complex (for handling multi-component AC circuits used by CO) Incoming Ring Type Can be single or double.
Trunk Configuration Description Receiver/ Transmission Gain Slide setting adjusts the incoming volume from 6 dB to 6 dB for every Triton Analog Trunk channel. The default setting is 0 dB, and it is highly recommended not to change this setting. Caution: Setting the volume too high will cause distortion in voice quality and/or missed DTMF digits.
Setting General Trunk Attributes H.323 Configuration The primary configuration section for Triton VoIP is H.323 Configuration, with the following settings: Parameter Description FastStart Enable Fast connect feature allowing endpoints to establish channels without waiting for an H.245 connection to be opened. H.450 MWI Enable Message Waiting Indication (MWI) feature which activates a message waiting light on an IP phone to inform a user of unheard voicemail messages.
Trunk Configuration RTP Configuration 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.723.1 codecs are automatically enabled. These option are not configurable. On the 30-port board, G.723.1 cannot be selected; on the 12-port board, G.723.1 cannot be deselected.
Setting General Trunk Attributes Parameter 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.
Trunk Configuration Triton T1/PRI Trunk Properties Figure 7. Triton T1 Configuration dialog box The following are the parameters for the Triton T1 Configuration dialog box: Parameter Description T1 robbed-bit signaling AltiWare OE System Installation & Administration Manual 7-17 7.
Setting General Trunk Attributes Parameter Description Protocol You can set Protocol to one of the following: • E&M Wink Start (default) • E&M Immediate Start • Ground Start • Loop Start For signaling from one board to another, only FXS (Foreign Exchange Subscriber) is supported. 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.
Trunk Configuration Description Incoming sequence Select up to five incoming symbols to collect from the Caller ID or DID digits: 7. Trunk Configuration Parameter • 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.
Incoming Call Routing Caller ID and DID Incoming Sequence Example The following is an example of a Caller ID and DID/DNIS incoming sequence window. Figure 8. 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.
Trunk Configuration 7. Trunk Configuration Figure 9.
Outgoing Call Blocking Web IP Calls For web IP calls, you can set routing for the three time periods defined in the System Configuration Business Hours window (“Setting Business Hours” on page 5-10): • 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 Auto Attendant number selected in the drop-down list • Route to the o
Trunk Configuration 7. Trunk Configuration Figure 10. Out Call Routing window, Trunk Configuration If you select Trunk allowed for Outside Calls at Any Time, call restrictions set in System Configuration, Outcall Routing, and Extension Configuration still apply to calls made on the trunk. If you select Outside Calls Allowed According to The Following Schedules, you can then use the Schedule 1, 2, and 3 options to set up to three different time periods during which calls are allowed.
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CHAPTER 8 Out Call Routing Configuration 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. Access to the call routing trunks is set up through the System Configuration Numbering Plan, discussed in “Setting a System Number Plan” on page 5-4.
Working with Route Definitions Accessing Out Call Routing Configuration To access Out Call Routing Configuration, select Out Call Routing Configuration... on the 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: 2. 8. Out Call Routing Configuration Figure 2. The Add an entry dialog box Type in a name and index number: • The Route Index determines the position of the definition in the index list of the Route Definition window. • The Route Name can be descriptive.
Setting Default Routes • 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. the first trunk listed is used first, the second trunk is used next, and so forth). Not Member—displays the trunks, along with trunk location and type, which are not assigned to the selected route.
Out Call Routing Configuration Click the Default Routes tab in the Out Call Routing Configuration window to display the Default Routes window. 8. Out Call Routing Configuration Figure 3. Default Routes window, Out Call Routing Configuration For each of the four types of calls, you can use the drop-down lists to select up to six route definitions. The order you set, from 1 to 6, is the order used by the system when placing the call.
Setting Dialing Pattern Routing Setting Dialing Pattern Routing You can use the Dialing Pattern window to create or disallow routing for specific dialing patterns. As noted in “About Restricting Outgoing Calls” on page 8-1, there are three AltiWare functions to restrict outcalls, of which the Call Restriction setup of System Configuration takes precedence. The Dialing Pattern window 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. Note: The pattern length tells the system to wait for n number of digits to be dialed before executing the route or disallowing the call. Selecting N/A creates a ‘?’ symbol in place of number of the digits, and this indicates an unspecified number of digits. After a route is added, you can edit to further define it as described in the following discussion.
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, AltiServ 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 8. Out Call Routing Configuration 3. In the Dialing Pattern page of Out Call Routing Configuration, add dialing pattern definition entries for the following prefixes: • prefix = 0, length = 11 • prefix = 00, length = 14 • prefixes = 1-9, each length = 7 In the Route Priority field, use the drop-down list to select the EnBloc route definition (assigned in Step 2).
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 9 Auto Attendant Configuration The Auto Attendant can handle more complex call processing tasks such as handling web-based calls (in addition to PSTN calls). It can also accept text or digits input by the user. For example, if the Auto Attendant prompts the caller to enter an account number, the call and associated data can be quickly forwarded to an agent’s desktop using a third party application.
1. Before you configure tasks for one or more Auto Attendants, you should plan the entire setup. Decide how many options you will provide at each menu and how many menu levels you will use. Based on the action choices in each menu, write down the appropriate prompts or phrases that are to be played at each menu level. 2. Record phrases for each menu level or use the pre-recorded phrases that are available to you.
Auto Attendant Configuration Example: Auto Attendant Planning Auto Attendant ID: 100, Phrase 10 Auto Attendant ID: 110, Phrase 20 Main Menu for XYZ Office Digit 1 Meaning Action Collect Extension 4 Express Support Expand Tree (No. 110) 5 Sales Expand Tree (No. 120) 2 3 Collect Extension Technical Support Expand Tree (No. 130) 7 Phone FAQs Expand Tree (No.
Adding Auto Attendants Adding Auto Attendants The first 16 Auto Attendants are provided by default with the menus blank. You can edit these as described in “Editing Auto Attendants” on page 9-5. You don’t need to add a new Auto Attendant if you’re going to use 16 or fewer. To add an Auto Attendant beyond the first 16: • Select Auto Attendant Select… from the Management menu, or • select Auto Attendant Select from the Quick Access Toolbar. Figure 1.
Auto Attendant Configuration Select an ID in the drop-down list and type in a descriptive Name for Auto Attendant, then click OK. Edit—opens the Auto Attendant window, where you can edit the Auto Attendant as described in “Editing Auto Attendants” on page 9-5.
Editing Auto Attendants Figure 2. Auto Attendant window Tip: You can use the Hide ‘No Action’ Items check box to hide items that are set to ‘no action.’ This will give you a cleaner view of your various action items.
Auto Attendant 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 Auto Attendants • 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 911 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.
Auto Attendant Configuration Table 10. Auto Attendant Actions Action Description Call the extension entered by the user. Call - Directory Service Lists the system users and their extensions to the caller. For this to work properly, users need to record their directory names. Call - Disconnect Disconnects the call. VM - Record Message Records the caller’s message. A drop-down list appears from which you select the extension to which to route the voice message.
Editing Auto Attendants To use the Collect Digits action: 1. Selecting the Collect Digit action, first set the following additional parameters: Figure 3. Collect digits • Text Tag—a name for this set of options. • Min. Length—the minimum length of digits to be collected. • Max. Length—the maximum length of digits to be collected. • PSTN Call Inter-Digit Timeout—the length of time the system will wait between collecting of digits before timing out.
Auto Attendant Configuration Making Auto Attendant Assignments Once the Auto Attendants are set up, you can use them in various in-call routing situations—trunk configuration, answering for extensions or groups, and so forth. For example, for trunk /Auto Attendant assignments, see “Incoming Call Routing” on page 7-20. For extension or group assignments, see “Setting Answering Options” on page 10-40. Phrase Management “Thank you for calling ABC Company.
Phrase Management Phrase # Phrase 0291 Please hold; someone will be with you shortly. For your convenience, you may leave a message if you wish by pressing the # key on your telephone and we will get right back to you. (default) 0292 Please hold; someone will be with you shortly. 0293 We appreciate your call and will be with you as quickly as possible. 0294 Thank you for your patience. We should be with you soon. 0295 Thank you for your patience. We should be with you soon.
Auto Attendant Configuration 6. The system will replay the recorded phrase. Press # if the recording is acceptable. 7. At the Phrase Management menu, press 2 to record additional prompts or star (*) to exit Phrase Management. Using Professionally Recorded Phrases AltiGen provides a utility to convert these files into the proper AltiServ format. Some recording studios provide the conversion service for an additional fee. The converted file can then be used for Auto Attendant or group setup.
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CHAPTER 10 Extension and Group Configuration There are four 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. With the ACC Site License, a physical extension can be further categorized as an agent, which will identify the extension to the System Administrator as an eligible extension that can be added to a workgroup. See “Agent Check Box” on page 10-8 for more information.
• Workgroups. The primary use of a workgroup is to have specific calls answered by a designated group of extension users—when the workgroup extension is dialed, the system hunts for an available member extension to which to route the call. You can use workgroups for various purposes, for example, in selecting a workgroup as a System Operator. Also, workgroups have more call handling options available. The ACC License is required in order to create workgroups. When upgrading to 5.
Extension and Group Configuration Generally, you work on extension configuration by selecting an extension in the General window, then clicking another tab to work on the settings in some other window. The features and functions available in the Extension Configuration windows vary depending on the type of extension selected.
Setting up Extensions The General window is the default tab displayed when you open the Extension Configuration window. If you’re viewing another Extension Configuration window, you can click the General tab to open the General window. : Figure 1.
Extension and Group Configuration Adding New Extensions To add a new extension: 1. Click the Add button in the General window. The Add New Extension dialog box opens. 10. Extension & Group Configuration Figure 2. Add New Extension dialog box Figure 3. Add New Extension dialog box with ACC License 2. Type in an Extension Number.
Setting up Extensions “Setting a System Number Plan” on page 5-4. 3. Select the Type of extension from the options—Physical, Virtual, or Huntgroup. The Workgroup option is enabled with the ACC License. Note: See the discussion of the different extension types on page 101. Note also that after the extension is created, you can change Virtual extensions to Physical, and vice versa, but you cannot change Physical or Virtual to Group or vice versa.
Extension and Group Configuration 10101, etc.) are not allowed. The letters map to numbers (on a phone, for example) as follows: Numbers • Letters Numbers Letters 2 A, B, C, a, b, c 6 M, N, O, m, n, o 3 D, E, F, d, e, f 7 P, Q, R, S, p, q, r, s 4 G, H, I, g, h, i 8 T, U, V, t, u, v 5 J, K, L, j, k, l 9 W, X, Y, Z, w, x, y, z DID Number—each extension can be assigned a DID number.
Setting up Extensions • Transmitted CID—each extension number can be assigned a caller ID number. When an outgoing call is made by this extension through PRI or IP trunks, the caller ID number entered in this field will be displayed as the trasmitted caller ID to the receiving caller. If the Transmitted CID field is not configured, the 10-digit dialing DID number (if configured) will be sent as the Transmitted CID.
Extension and Group Configuration Important Notes: • An Agent Seat License is required any time an agent logs into a workgroup. If an Agent Seat License is not available, the system will not let the agent log in. • Up to 30 agents total in a system is recommended. Forced Account Code These settings determine how callers use any account codes you have established when making outgoing trunk calls. For information on creating account/code associations, see “Creating Account Codes” on page 5-18.
Setting up Extensions • Insert Recording Tone— (enabled only when Record On Demand to Ext VM is selected) plays a recording beep to alert the parties that the conversation is being recorded. Note: The recording session starts when the call enters the connected state and ends when hang up or flash is pressed, or when the call is transferred. Setting Email Options In the General window, you can set the email options for the extension: • Email Name—the user’s email name without the @domain.
Extension and Group Configuration You can change a Virtual extension to a Physical one, and vice versa, but you cannot change either to a Huntgroup or Workgroup number, nor can you change a huntgroup or workgroup number to another type after it is created. If you change the type to physical, you can also set the location and configure the line as discussed in the subsequent paragraphs.
Setting up Extensions Note: AltiGen IP Phone extension users should not activate their IP Phone by logging into voicemail — instead, #27 should be used to log in. Setting 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.723/G.
Extension and Group Configuration 10. Extension & Group Configuration Figure 4. VoIP Codec Configuration window 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.
Setting up Extensions To set the codec of an IP extension with static IP addressing: 1. Select the extension in the Static IP Extensions list. 2. In the drop-down below the list, select the codec to use for this extension. To set the codec for a connection to another AltiServ server: 1. Select the server in the Servers list. 2. In the drop-down below the list, select the codec to use for a connection to this server. Note: AltiServ-to-AltiServ IP connections between systems using OE 4.
Extension and Group Configuration To set ranges and values for dynamic IP addressing when only using a 30-Port IP Board: 1. In the G711 IP Ranges list, click the Add button. The Add IP Codec Setting dialog appears. Figure 6. Add IP Codec Setting In the Add IP Codec Setting dialog, specify Range to set a range of dynamic IP address. 3. Enter the Start value as 0.0.0.1; for the End value, enter 255.255.255.254. You cannot use the minimum and maximum values (0.0.0.0. and 255.255.255.255). 4. Click OK.
Setting up Extensions Setting the Line Properties For a physical extension, you can configure hardware options on the board port used for the extensions. To do so, select the extension number in the list of extensions, then click the Line Properties button to open a dialog box that is specific to the board using for the extension. The Line Properties are somewhat different for Quantum Board than for Triton Analog Station Boards.
Extension and Group Configuration 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 decibels. Caution: Use caution in setting the Receiver Gain or the Transmission Attenuation.
Setting up Extensions You can also access this window by double-clicking a span in Channel Mapping List of the Triton Analog Station Board configuration window. Figure 8.
Extension and Group Configuration Parameter Description Flash Duration Specifies the Flash Duration time in milliseconds: • 50-600 • 100-700 • 150-800 • 200-900 • 300-1000 Ringing Frequency Specifies the number of rings: 28 or 20 Line Disconnect Signal The loop break desired for answering supervision, either 200 or 600 ms. Ringing Frequency Select the frequency in Hz that is necessary for the equipment attached to this line.
Setting up Extensions Phone Display Options For analog and IP phones, the administrator can select what information is to be displayed. Depending on the number of display lines on the LCD, the phone can be set up to show two lines of specific caller information on the display.
Extension and Group Configuration Setting up Groups 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.
Setting up Groups The Apply to button is disabled unless there is a change that can be applied to multiple groups, and when you use it to apply changes to multiple groups, it works on only those changed attributes that can be applied. Establishing Group Membership There are two different ways to attach extensions to groups. 1.
Extension and Group Configuration Adding Extensions to Groups To add extensions to a group, select the group number (huntgroup or workgroup) in the list of extensions in the General window, then click the Group tab. The group number appears in the window title bar. For huntgroups, the Group window appears as follows: 10. Extension & Group Configuration Figure 9.
Setting up Groups For workgroups, the Group window appears as follows: Figure 10. Workgroup View of Group Window, Extension Configuration Adding or Removing Members To add extension(s) to the selected group: 1. In the Group view of the group window, click the extension number(s) in the Not Member list. 2. Click Add to move them to the Member list. Note: If the group pilot extension is configured to Ring All Available Members, the maximum number of members is 20.
Extension and Group Configuration Setting the Audio Peripheral Options In the group view of the Group window, you can also set audio peripheral options—which greetings and updates to use, and so forth. For each group you can either use the system default audio peripheral configuration or you can set up a custom configuration. The default audio peripheral setup is discussed in “Additional Setup” on page 15-1.
Setting up Groups Supervisor Queue Control When the Allow Call Redirect check box is enabled, this allows a workgroup supervisor to redirect queue calls. Quit Queue Option The queue quit feature gives a caller the option of leaving a workgroup queue at any time by pressing # or 0. Click the Enable check box, then use the transfer to drop-down list to select the option the caller will have: • Voice Mail • Auto Attendant—select the AA number to use in the drop-down list under the option.
Extension and Group Configuration To open the Extension view of the Group window: 1. Select the Virtual or Physical extension number in the list of extensions in the General window. 2. Click the Group tab. The Extension view of the group window opens, with the extension number appearing in the window title bar. 10. Extension & Group Configuration Figure 11.
Setting up Groups To remove groups assigned to a physical or virtual extension: 1. Click the group number(s) in the Member list. 2. Click the Remove button to move them to the Not Member list. Setting Wrapup Time In the Extension view, you can set the Wrapup Time for the selected physical extension. This option doesn’t appear for a virtual extension.
Extension and Group Configuration To set the extension Inter Call Delay time: 1. Check the Inter Call Delay box. 2. Using the drop-down lists, select the seconds for the delay. The default is 15 seconds. Operation Notes Conference calling may not work properly when an internal call is made to workgroup that has Ring All Available Members setting.
Setting up Station Speed Dialing To work with Speed Dialing settings, select the extension number you want to work with from the list in the Extension Configuration General window, then click the Station Speed tab. Figure 12.
Extension and Group Configuration Editing Speed Dial Entries To add or edit an entry: 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 type in the full number as you would dial it, with a maximum of 20 digits per entry.
Setting the Mailbox Options Figure 13. Mailbox Setting window, Extension Configuration Note: You can use Apply to to apply mailbox settings to one, some, or all extensions. 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.
Extension and Group Configuration Disabling a Mailbox When you disable a mailbox, the normal greeting is played but callers cannot leave messages. Synchronizing with Exchange Server If your system is set up to synchronize with an Exchange Server, you can select the Enable Exchange Message Synchronization check box to enable synchronization for voice mails. See “Setting E-mail Messaging (SMTP/POP3) Options” on page 5-25, and “Setting up an Exchange Server” on page 18-10.
Setting Message Notification Options Setting Mailbox Capacities You can set various mailbox capacities with the following options: Parameter Description Max Number of Messages Maximum number of messages stored in the user’s mailbox. The range is 1–999, defaulting to 100. Mailbox Size Mailbox size in MBs of stored messages. The range is 1–500 MB, with a default of 50. Max Message Length Maximum length of voice messages in minutes. The range is 1–30 minutes, with a default of 5 minutes.
Extension and Group Configuration 10. Extension & Group Configuration Figure 14. Notification window, Extension Configuration Individual users can also configure Message Notification within the AltiGen Voice Mail System. Note: You can use Apply to to apply notification settings to one, some, or all extensions.
Setting Message Notification Options 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. Setting the Type of Notification There are three options for sending the notification or reminder message: phone, pager, or extension.
Extension and Group Configuration cellular service provider does not confirm to standard ringback tones. To work around this problem, instruct users to append a few commas (,) to the outcall (cellular) number when entering it. Each comma provides a one second pause.
Configuring Calling Restrictions System calling restrictions, discussed under “Defining System Call Restrictions” on page 5-15, specify global restrictions for all extensions, and you cannot override the system settings when you configure extensions. Further, restrictions can be placed on out call routing calls, as discussed in Chapter 8, Out Call Routing Configuration.
Extension and Group Configuration • Internal and Local Calls Only—extension-to-extension and local calls only. • Allow Internal/Local Calls AND Restrict Other Calls by Allowing Certain Prefixes—internal calls, local calls and prefixes you specify in the Prefixes Allowed boxes. Include all relevant prefix numbers, for example, starting with 1 + prefix.
Setting Answering Options Setting Answering Options Answering options include forwarding, handling busy calls, handling noanswers, group call handling, and other options. Which options are available depends on the type of extension. Groups, virtual and physical extensions each use somewhat different answering options. You can use Apply to… to apply call restriction settings to one, some, or all extensions. See “Apply To Button” on page 10-3 for more information on using Apply to….
Extension and Group Configuration To work with extension answering options, select the extension number from the list in the Extension Configuration General window, then click the Answering tab to open the Answering window. 10. Extension & Group Configuration Figure 16.
Setting Answering Options Figure 17.
Extension and Group Configuration 10. Extension & Group Configuration Figure 18. Answering Window (Workgroup View), Extension Configuration Forwarding All Calls Call Forwarding is available to all three types of extensions. This is the Call Forwarding feature that is also accessible by the extension user by dialing #36. A One Hop Limit to Call Forwarding for a Transferred Call There is a one hop limit to call forwarding when the call that is being passed is a transferred call.
Setting Answering Options A 10-Hop Limit to Call Forwarding for Direct Calls For direct calls, there is a “10-hop” limit to call forwarding. For example, extension 100 forwards to extension 101, 101 forwards to 102, 102 forwards to 103, and etc. through extension 120. A call to extension 100 will be forwarded to 101, which will forward to 102, which will forward to 103, and etc. until the call has been forwarded 10 times.
Extension and Group Configuration 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. Do Not Disturb • Allow Do Not Disturb Feature - this feature must be selected to allow the extension user to use #33 (Do Not Disturb); if this checkbox is unchecked, the DND setting is changed to disabled automatically.
Setting Answering Options Setting Call Waiting Options Call waiting options are available only if the Enable Busy Call Handling check box has been selected, and this option is not available to group numbers. However, the group pilot number does use the Place Caller in Queue option discussed in the preceding subsection. • Enable Single Call Waiting—sets up single call waiting. This feature gives an alert tone (audio beep) to indicate that a call is waiting.
Extension and Group Configuration • Forward to Auto Attendant—use the drop-down list to select an Auto Attendant to which to route the call. Auto Attendant settings are established in Auto Attendant Select… on the Management menu. • Forward to Line Park—if configured, select a Line Park group (configured in “Line Park Configuration” on page 13-1) from the dropdown list.
Setting Answering Options • Ring Next Available—an automatic call distribution method that attempts to evenly distribute calls among the huntgroup members. This method sends the call to the next member configured in the huntgroup (regardless of whether the previous member is busy or not). • Ring All Available Members—all extensions in a huntgroup. Note: When this option is enabled, a single huntgroup can have no more than 20 members set to Ring All.
Extension and Group Configuration available at any given time. In addition, calls to workgroups that have this option enabled have higher priority than other workgroup calls. Therefore, if an agent belongs to multiple workgroups, one of which has this option enabled, a call to that workgroup will be picked up before others, regardless of its Wait Time in the queue. • Ring Longest Idle Member—the agent who has been off the phone the longest.
Configuring One Number Access • To the Operator • To Line Park—if configured, select a Line Park line (configured in “Line Park Configuration” on page 13-1) from the drop-down list. Setting a Service Level Threshold For workgroup numbers only, you can use the Service Level Threshold scroll box to select the length of time in seconds that a call can be in queue before the call is logged in workgroup performance statistics as having exceeded the allowable service level limits.
Extension and Group Configuration 10. Extension & Group Configuration Figure 19. Note: One Number Access window, 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, huntgroup to huntgroup, etc., but only if the extensions are ONA enabled in the Answering window.
Configuring One Number Access If you select this last option, Enabled based on the following schedules, you can then select and set up to four different time periods—Schedules 1 through 4—using the From and To time drop-down lists. 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.
Extension and Group Configuration Using a Password Verification You can also enter a random “password” number such as “5555” so that any caller who knows this password can use ONA to find you, regardless of where they are calling from. Once you’ve set this up, you need to instruct the caller to dial 1 during your personal greeting then enter the “password” to use ONA. Specifying Forwarding Numbers 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 and Group Configuration Configuring a Monitor List To set up a monitoring list, select the extension number to receive the monitoring rights from the list in the Extension Configuration General window, then click the Monitor List tab. 10. Extension & Group Configuration Figure 20. Monitor List 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.
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CHAPTER 11 Setting Up IP Extensions IP extensions communicate with the AltiServ system using IP-based 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). AltiServ supports only those devices that are based on H.323 protocol.
System Requirements System Requirements Server • AltiWare OE 4.5A or higher • Triton VoIP board(s)—one VoIP port per simultaneous IP extension user is required.
Setting Up IP Extensions 3. For each extension for which you are enabling IP extensions, check Enable IP Extension on the General tab of the Extension Configuration window. General Window, Extension Configuration a. If you have static IP addressing (recommended), choose Static and then enter the IP address of the IP phone in the Logon field. b. If you do not have static IP addressing available, choose Dynamic.
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CHAPTER 12 Alti-IP 600 Phone Configuration AltiWare OE supports the Alti-IP 600 series of IP phones, AltiGen’s H.323-compliant, business telephone that provides voice communication over an IP network. To configure the Alti-IP 600 phone, select AltiGen IP Phone Configuration from the Management menu. This opens the AltiGen IP Phone Configuration window where, after setting up an IP extension, you can set the following parameters for the IP extension: 12. Alti-IP Phone Configuration Figure 1.
After creating the IP extensions, you can set the following parameters: Parameter Description Soft Key 1 - 10 Corresponds to the 10 soft keys on the Alti-IP 600. Use the drop down list to assign one of the following functions to the desired keys: • N/A - when selected, the corresponding soft key cannot be used.
Alti-IP 600 Phone Configuration Parameter Description General Allows you to specify the IP address of the AltiServ system the Alti-IP 600 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.
Important: When updating the Alti-IP 600 phone’s firmware, it is recommended that administrators perform any updates after normal business hours or when the IP phone is not in use. If the Alti-IP 600 phone is in use during an update, the call will be disconnected. Apply To Button The Apply To button works with the following parameters: General, H.323, TFTP (Server field only; Reset IP Phone and Boot Download options cannot be applied to multiple extensions), Display Workgroup Status and Debug.
CHAPTER 13 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 14 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. After the page, the Alti-IP phone will automatically turn off the speaker and return to idle state.
To set up a Paging Group: 1. In the General window of Paging Group Configuration. click the Add button, then enter a number for the paging group in the Add New Group dialog box and click OK. Figure 2. Add Line Park dialog box 2. 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. The default is the system password set on the Number Plan tab of the System Configuration window.
Paging Group Configuration To Activate IP Paging: 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. AltiWare OE System Installation & Administration Manual 14-3 14. Paging Group Configuration 1.
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CHAPTER 15 Additional Setup Audio Peripheral Configuration The Audio Peripheral Configuration window (see Figure 1) is used to set up: • Music-On-Hold • System Default Beginning and Update Prompts for Callers in Queue • Overhead Paging You can access Audio Peripheral Configuration by selecting it from the Management menu. Figure 1. Audio Peripheral Configuration window AltiWare OE System Installation & Administration Manual 15-1 15.
Audio Peripheral 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. If the user presses HOLD (except on the AltiIP 600), the caller hears nothing. To configure music on hold: 1. Open the Audio Peripheral Configuration window as discussed in the previous section. 2.
Additional Setup 4. In the Audio Peripheral Configuration window, check the Enable Callers on Hold or In Queue to Listen to Music or Recorded Announcement check box and use the drop-down list to select the 30Port IP board. 15. Additional Setup 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.
MVIP Clock Configuration MVIP Clock Configuration Figure 2. MVIP Configuration Dialog Box The Clock Configuration dialog box (see Figure 2) allows the system administrator to automatically run the MVIP test tool at start up, and to automatically or manually choose the master board. If the Automatically run MVIP test tool at startup option is checked, you can further enable testing of the following options—Connection Memory, Connection Register, Data Memory and Cross Talk.
Additional Setup Feature Tips Individual users may turn this feature off (stop AltiServ from playing Feature Tips at the beginning of the AltiGen Voice Mail System login) by pressing 6 at the Personal Options menu. This is a toggle feature, so pressing 6 at the Personal Options menu will turn it back on if it is off. You may, however, want to completely disable this feature for all users. To disable Feature Tips system-wide: 1.
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CHAPTER 16 System Data Management AltiWare 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 AltiServ system; it is not available from a remote AltiAdmin client. You can also access this feature by selecting the AltiWare OE Backup and Restore Utility program from the AltiWare folder accessible from the Start menu. To access the feature, click System Data Management on the Service Menu.
Backing up Files Backing up Files To backup files immediately: 1. Open the System Data Management window as described in the preceding section, then select the Backup icon to view the Backup Configuration dialog box. Figure 2. Backup Configuration dialog box 2. In the Components box, select the files you want to back up. 3. In the Backup To drop-down list, select the day of the week you want to use as the starting date for back up files, or select Advanced.
System Data Management Scheduling Backups You can set up automated backup on a schedule, and you can select the days, the times, and the target drives and folders for the backup. To set backup schedules: 1. Open the System Data Management window as described above, then select the Schedule icon to view the Backup Schedules dialog box. 16. 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 16-1, 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 17 System Report Management AltiServ 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 System Summary icon from the Quick Access Toolbar. . Figure 1.
System Log The system configuration summary data includes basic attributes on extensions, workgroups and workgroup members (click a workgroup to display the workgroup’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 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 AltiWare IP Traffic Statistics from the Reports menu. The IP Cumulative Traffic Statistics window displays the following IP trunk traffic information for all calls. 17. System Report Management Figure 3.
IP Cumulative Traffic Statistics Parameter Description 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. A higher figure indicates a longer average delay. This number can be used to measure the quality of service on the network that connects the source and destination sites.
CHAPTER 18 Data and Internet Integration This section describes how to integrate AltiServ with the Internet and data communications. It will cover the following areas: • Email • Mail forwarding • Exchange integration • AltiReach Setup Network Protocol and Addressing The AltiServ 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.
Network Protocol and Addressing TCP/IP - Transmission Control Protocol/Internet Protocol (TCP/IP) is the protocol used on the Internet. 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 altigen.com com = first level domain name altigen = second level domain name 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.
Setting Up Email Service AltiWare provides users with the ability to record a voice annotation and attach it to an email mixed-media message. This voice recording must be done before the user sends the email in order to send the voice annotation as an attachment to the email. After the voice recording is complete, the 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.
Data and Internet Integration • Select and give your ISP a unique Domain Name. Each domain must have a unique name associated with it, such as the address for AltiGen, which is “altigen.com”. • Obtain a Block of IP Addresses and assign a unique IP address to each client on the LAN. • 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.
Setting Up Email Service 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 AltiServ. • Subnet Mask—enter the Subnet Mask obtained from your ISP.
Data and Internet Integration 4. Click OK. 5. DNS Configuration window Refer to Microsoft Windows configuration documentation to complete the TCP/IP network setup. Step 4: Notify Your ISP of the Following: 1. Your AltiServ Host Name (host name of the server or server name)— your AltiServ 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.
Setting Up Email Service 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 AltiServ 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 AltiServ to receive inbound Internet mail, you should leave this box unchecked. 3. Assign a unique Email Name to extension users in the General window of Extension Configuration.
Setting up an Exchange Server • Enter the Outgoing Mail (SMTP) Server address. Figure 4. 4. Netscape Mail Server Setup Set up helper applications and general preferences for the email client application (i.e., associates the .WAV files with sound recorder application). Setting up an Exchange Server This section provides you with step-by-step instructions to configure the Exchange Integration feature in AltiWare OE, for the Microsoft NT 4.0 server and the Microsoft NT 2000 server.
Data and Internet Integration Prerequisites Two NT servers: • One NT server with the AltiWare OE software • One NT server with Exchange Server software AltiServ System Prerequisites • Windows NT 4.0 with Service Pack 6a or higher • AltiWare OE software version OE 4.6 • The AltiServ system and the Exchange server system must belong to the same NT domain. • AltiGen Services should be started with the user account \AltiGen_. For example, ALTICHINA\AltiGen_TELESYSTEM.
Setting up an Exchange Server that you see two text boxes, 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 Start!Control Panel!Services. A Windows Services dialog box will be shown, as in this example. Figure 5. Windows Service window 2. Select AltiGen Switching Service COM Server from the control panel of AltiServ. 3.
Data and Internet Integration 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 ALTICHINA\AltiGen_telesystem. If this is not the case, you need to re-install AltiWare while logged in as a domain administrator with local administrator privileges. • Repeat the previous step, but this time, check the Log On As account for AltiGen Exchange Integration Service COM Server.
Setting up an Exchange Server To check that all Exchange Server Services Have Started: 1. Open the Control Panel and click the Services icon to view the Services window. Figure 7. 2.
Data and Internet Integration Exchange Server Configuration Now that you have verified that the AltiServ and the Exchange Server systems are properly installed, you can start configuring the two systems to enable the Exchange Integration feature. In this section, we describe the configurations to be performed in the Exchange Server. For testing purposes, create an Exchange mailbox for NT account \AltiGen_ (e.g. ALTICHINA\AltiGen_TELESYSTEM).
Setting up an Exchange Server 4. Click the primary NT account and select Use Existing Account. This account can then be added from the user manager window. Remember that this can only be achieved if AltiGen has an account in the same domain as the Exchange Server or a trusted domain. 5. Give Service Account Admin rights to AltiServ service account in the Exchange server. (See Note 3 on page 18-27.) Microsoft Exchange Administrator Configuration 1.
Data and Internet Integration Figure 10. Properties window, Exchange Object Add \AltiGen_ (e.g. AltiGen_telesystem) account to the account list. 4. Change the accounts role to Service Account Admin from the Roles combo box (see Figure 10). 5. Repeat the above two steps for the Domain and Configuration containers. The name of Site is ITGTEST1. The name of Configuration is Configuration. 6. Stop and restart all the services of Exchange Server, or reboot the Exchange server.
Setting up an Exchange Server To install Outlook 2000 to Corporate or Workgroup mode: 1. 2. Install Outlook 2000 from the Outlook 2000 or Office 2000 CD. During installation, you will be prompted to choose a mode (Internet Only vs. Corporate or Workgroup). Make sure you choose the Corporate or Workgroup mode. After installation is complete, start Outlook 2000 from Start! Programs. In the Microsoft Installer wizard, select Microsoft Exchange Server to install, then click Next to move to the next window.
Data and Internet Integration To check the Outlook 2000 mode: 1. Start Outlook 2000. Select Tools from the menu options. Figure 12. Outlook Tools menu 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.
Setting up an Exchange Server 4. Click Reconfigure Mail Support… to open the E-mail Service Options dialog box. Figure 14. Email Service Options 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 15.
Data and Internet Integration 2. Click Add to open the Add Service to Profile dialog box. Add Microsoft Exchange Server, Outlook Address book and Personal Folders to profile. Figure 16. Add Services to Profile 3. In the Microsoft Exchange Server dialog box that opens, type the Exchange Server name in the Microsoft Exchange Server field and the test mailbox name (e.g. AltiGen Assist) in the Mailbox field. 4. Click Check Name.
Setting up an Exchange Server This completes setting up AltiServ and Exchange server systems properly, and you are ready to enable the Exchange Integration feature. Please remember you MUST have completed the previous steps before moving ahead. Enabling the Exchange Server 1. Delete obsolete files from \altiserv\exe directory. a. From Windows NT Explorer, go to the \altiserv\exe folder. If mapi32.dll and gapi32.dll remain in this folder, delete them. 2.
Data and Internet Integration Make sure that the E-mail Name field contains alphanumeric characters only and does not contain other characters such as spaces ( ) or periods ( . ). 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 AltiAdmin. AltiWare OE System Installation & Administration Manual 18-23 18. Data and Internet Integration Figure 17.
Setting up an Exchange Server Important:The Middle Initial field should be empty for Exchange Server mail accounts in order for Exchange Integration to work properly. Figure 18. Mail account configuration in Exchange Administrator 4. Use these preceding steps to double check the synchronization of all mailbox names used jointly by AltiServ and Exchange Server.
Data and Internet Integration Enable the Exchange Integration feature in AltiAdmin 1. In AltiAdmin, select System Configuration from the System Management menu. 2. Select the Messaging tab, and under the E-mail Messaging Options, check the Synchronize with Exchange Server box only. 18. Data and Internet Integration Figure 19. Messaging window, System Configuration 3. Enter the name of the Exchange Server (e.g. MAILSERVER) in the space provided and click Apply.
Setting up an Exchange Server To Test Message Delivery to Exchange: 1. Leave a voice mail for extension 100. The message light illuminates. 2. Log on to the Exchange Mailbox from Outlook and check for the message in the inbox. The message should be titled VoiceMail from xxx and include the voice mail as a .WAV attachment. To check Message State Change Notification: 1. Log in to extension 100’s voice mail from a phone. The message you left in the preceding step should be there as a new message. 2.
Data and Internet Integration To delete old profiles: If an error occurred while AltiWare was creating mail profiles, the damaged profiles would remain there until removed manually. After the reconfiguration, the new profiles can't be created since the old ones still exist. You can remedy this as follows: 1. Logon as AltiGen Service Account 2. Shutdown Altigen Exchange Integration Service from Control Panel \ Services, then open the Control Panel\Mail (or Mail and Fax) and click Show Profiles.
Setting up an Exchange Server • When checking the profiles using the mail icon in the control panel of AltiServ, you should see one account for each mailbox. You will see these profiles only if you are logged on as the AltiGen service account (e.g. AltiGen_telesystem). Exchange Server 2000 Integration In the example that follows, the AltiServ system is called ALTIWARE4_1 and the Exchange Server is called GOLDMINE. Both systems belong to the NT domain called HAPPINESS.
Data and Internet Integration Version 4.0 (Build 1381: Service Pack 6)….Revised Service Pack 6a If you have an older version of NT, upgrade to the latest version. Check http://www.microsoft.com/ntserver to get the latest service pack for Windows NT. To check the AltiWare version: Select About from the Help menu of AltiWare Administrator. The version displayed should be AltiWare OE 4.6 or higher. To check the domain: On the AltiServ system, go to Start!Settings!Network and Dialup Connections.
Setting up an Exchange Server 2. Double-click AltiGen Switching Service COM Server to launch its Properties dialog. Figure 21. Service Properties dialog box 3. In the Log On tab, set \AltiGen_ as the account. In this example, it is GOLDMINE\AltiGen_ALTIWARE4_1. If this account is not available, you must reinstall AltiWare while logged in as a domain administrator with local administrator privileges.
Data and Internet Integration To check the Windows 2000 Server version: Click the Start button, select Run, and type winver in the Run dialog box. It should say: Windows 2000 Server Version 5 (Build 2195: Service Pack 1) Service Pack 1 is the minimum required. To check the Exchange Server version: Click About in the Exchange Administrator. To ping the Exchange Server from AltiServ and vice versa: From the AltiServ system, open a MS-DOS window, and type ping , then press enter.
Setting up an Exchange Server To check that all Exchange Server Services Have Started: 1. Open the Control Panel and click the Services icon to view the Services window. Figure 22. Exchange Server Services Window 2.
Data and Internet Integration Microsoft Exchange Administrator Configuration 1. From the Windows Start menu, launch Programs!Microsoft Exchange!System Manager to open the Exchange System Manager window. 2. In the Exchange System Manager window, expand the Servers to locate the Exchange 2000 server. Right-click its name to pop up a menu; select the Properties command to open the Properties dialog. 3. In the Properties dialog, select the Security tab and click the Add button to open a Select dialog. 4.
Setting up an Exchange Server Figure 24. Assigning permissions to the AltiWare server Checking the AltiGen Service Account Check to see that the AltiGen Service account has been added properly. 1. 2. From the Windows Start button, launch Programs!Microsoft Exchange!Active Directory User and Computers. In the left panel of the Active Directory User and Computers window, expand the domain name, then open the Users folder. Locate the server name as the AltiGen Service account in the list of Users.
Data and Internet Integration Installing Outlook 2000 Client on the AltiServ System (Same as settings for Exchange Server for Windows NT 4.0 Integration, follow steps under “Installing Outlook 2000 Client on the AltiServ System” on page 18-17.) Enabling the Exchange Server (Same as settings for Exchange Server for Windows NT 4.0 Integration; follow steps under “Enabling the Exchange Server” on page 18-22.) Testing the Exchange Server Setup (Same as settings for Exchange Server for Windows NT 4.
Exchange on Windows 2000 1. Run Program> Exchange> System Manager>Server 2. Right-click on the name of Exchange Server to integrate. 3. Go to Properties > Security > Add > name of AltiGen Server linked up.
Data and Internet Integration To troubleshoot this integration, you may 1) run an Exchange Server Trace or 2) login to AltiWare as Domain Administrator. Open Outlook and rightclick to Properties, and look for show profiles. About AltiReach Configuration The AltiReach Call Management system allows AltiServ 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 AltiWare.
About AltiReach Configuration To troubleshoot or double-check the server configuration: • Internet Services Manager (IIS) 2.0 and 3.0: In the Microsoft Internet Services Manager!WWW (Running) settings, the Home directory is set to c:\altiserv\webmgmnt (where c:\ is the local drive on which AltiWare is installed). In the Properties for this directory, the access privileges allow Read and Execute. • Internet Services Manager (IIS) 4.
CHAPTER 19 Using TAPI If your office has an off-the-shelf application for calling contacts without manually dialing the telephone's keypad that supports the Telephony Application Programming Interface (TAPI), you can install AltiGen’s TAPI gateway to use this functionality through your AltiServ installation. An example of such an application would be Microsoft Outlook. AltiWare implements its service provider based on TAPI 2.1, so applications written to TAPI 3.
Installing TAPI Services • A TAPI application (Phone Dialer, Outlook, etc.) Installing TAPI Services Note: Install the TAPI services (TAPI Proxy Server and TAPI Service Provider) after physically configuring your AltiServ system. The TAPI Service Provider will automatically load the AltiServ configuration.
Using TAPI Changing TAPI Configuration Parameters To change TAPI Configuration Parameters: 1. On Windows NT, select Start > Settings > Control Panel > Telephony. On Windows 2000, select to Start > Settings > Control Panel > Phone and Modem Options. 2. On Windows NT, click on the Telephony Drivers tab. On Windows 2000, click on the Advanced tab. 3. Choose AltiGen (TM) Communications Service Provider and click Configure. 4. In the AltiGen TAPI Device Detect dialog box, click Configure. 5.
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Tools and Applications CHAPTER 20 Tools and Applications AltiWare OE comes with the following tools and applications for testing, diagnosing and configuring your system: • Configuration Reader • Extension Checker • MVIP Test Tool • DINA Manager Configuration Reader Configuration Reader is a tool that creates a subdirectory in \altiserv\EXE\AltiWareHtml\ of html files showing details of your AltiWare configuration. Another file, altigen_ rc.
Extension Checker • contains 4-8 digits • different from extension • different from default system password • does not consist of consecutive numbers • does not consist of a repetition of the same digit Security characteristics of each extension are detailed in the application window itself. To use Extension Checker: 1. Launch Extension Checker from AltiWare>AltiWare Tools on the Windows Start button. 2.
Tools and Applications Status Description 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 Extension has been locked by system due to attack or by System Administrator 3.
MVIP Test Tool MVIP Test Tool The MVIP Test Tool is a tool that detects one-way connection, cross talk, bad MVIP cable and static noise problems. 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. If the MVIP Test encounters an error, click Yes or No to view the error report. 5.
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. AltiWare OE System Installation & Administration Manual A-3 A.
E1 R2 CAS Installation Table 1: Foreign Countries/Signaling Values Country Chile/Nacional MFCR2 Signaling Values Set calling part category: 1 [Assume no caller ID provided]: Incoming sequence: DID/DNIS In-call signaling (depend on how many DID digits): For 3-digit DID, set to (113)6 For 4-digit DID, set to (1113)6 For 5-digit DID, set to (11113)6 For 6-digit DID, set to (111113)6 For 7-digit DID, set to (1111113)6 For 8-digit DID, set to (11111113)6 [Assume caller ID provided]: Incoming sequence (same as
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 Protocol Supported B Channel Maintenance Message Setting 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 Product Repair Services & Technical Support Technical Support Before contacting Technical Support, always have the following information on hand: • • • • • • • • Your name Company name Product serial number AltiWare version number Number of boards in the system Server brand and model The telephone number where you can be reached A brief description of the problem and the procedure to reproduce the problem Having this information ready will allow us to better assist you.
Repair and Replacement How To Reach AltiGen Technical Support Contact AltiGen technical support by any of the following methods: • CALL 510-252-9712 and follow the prompts. This is available to Authorized AltiGen Dealers and Distributors only. Your call will be answered by one of AltiGen’s Technical Support Representatives or routed to the Technical Support Message Center if no one is available to answer your call. Your call will be returned promptly, within two (2) hours under normal circumstances.
Product Repair Services & Technical Support For products found to be in a non-repairable condition, at AltiGen’s sole discretion, the sender will be notified for further directions and disposition. If there is no response and or, no directions are provided to AltiGen within 5 days, the credit card will be charged 100% of the product’s then current list price, if applicable. For Depot Repairs, the product(s) will be returned to the sender.
Repair and Replacement Standard Product Warranty Failures beyond the first 24 hours of initial power up, including Early Life Failures, shall not be considered under the DOA provisions. • All products provided under the Standard Product provision will be new or, reconditioned to adhere to the same, form, fit and function as the product being replaced. • Advance Replacement services are available for Out of Warranty products. A $300.
Product Repair Services & Technical Support Advanced Replacement Orders To initiate an Advance Replacement order: Contact AltiGen Communication’s Repair Technical Support Department at (510) 252-9712 between 8:00 AM and 5:00 PM (PT). If the call arrives outside of the normal working hours and a message is left, an AltiGen Communication’s representative will return the calls during the next normal business day.
Repair and Replacement This Repair Service does not cover PROMS, Tapes, Disks, or software items. 2. Shipping Methods, Payment and Insurance AltiGen ships all equipment FOB (Freight on Board) from Fremont, California. AltiGen does not arrange shipment insurance or special packing, unless requested to do so by the customer. Please specify any special shipping requirements on the RMA form. Proper care and packaging is the responsibility of the sender.
Product Repair Services & Technical Support RMA Form One article per RMA Issued initiating any repair level service. The following information must be provided at the time of your request. In/Out of Warranty Repair Request Form FOR ALTIGEN USE ONLY RMA # Tech Support Rep: Adv. Replacement: YES ! NO ! Proof of Purchase Required: A.R.
RMA Form BILL TO INFORMATION Company Name:_______________________________________________________________________ Attn:________________________________________________________________________________ Address:_____________________________________________________________________________ City/State/ZIP Code:____________________________________________________________________ Phone Number:________________________________________________________________________ SHIPMENT METHOD: STANDARD ! EXPRESS ! WARRANY STATU
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 NT. 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 AltiWare OE System Installation & Administration Manual
Index Index A AltiWare OE System Installation & Administration Manual I-1 Index About icon 4-4 access restriction 1-23 system 4-11 access code 7-3, 7-6 account code 1-8 ACD 1-28 call handling 10-48 activity configuration 5-35 adding or changing hardware 3-46 address AltiGen Communications, Inc.
Index announcement time stamp 10-33 answer options 10-46 answering huntgroup call handling 10-47 workgroup call handling 10-48 apply to 1-23 Apply to, and trunks 7-3 Apply To, multiple extensions 10-3, 10-22 area code, on trunk 7-3 area codes 1-24 system home 5-3 attributes trunk 7-3, 7-5 audio peripheral 15-1 auto attendant actions 9-8 beginning prompt 9-8 configuration 9-1–9-13 features 1-14, 1-18 9-level menu 1-19 dial by name 1-18 direct station transfer 1-19 multiple attendant support 1-19 name direct
Index codec G.711 1-26 G.723.
Index installation 2-12 copy from IP phone 12-4 Country 5-3 creating NT Emergency Repair Disk 3-45 CSU 6-36, 6-38, 6-39 CSU installation 6-54 CSU/DSU Requirements 6-36, 6-38, 6-39 CT-bus Test Tool 1-29 cumulative IP traffic statistics 17-3 current traffic statistics refresh interval 4-11 D data service unit 6-36, 6-38, 6-39 database backup 3-47 dealer installation ID 3-7 dealer registration ID 3-7 default gateway 18-6 default routes 8-4 desktop 4-2 developer support 1-8 device driver 6-34 Diagnostic menu
Index speed dial 10-29 types defined 10-1 virtual 1-14, 10-1 definition G-11 workgroup pilot number 10-1 extension activity 5-35 extension activity display 1-10 extension activity greeting 1-10 extension calling number 1-24 extension configuration 10-1 Extension Configuration icon 4-4 extension dialed digit translator 5-6, 5-8 extension password protection 1-24 Extension Phrases Replicator (EPR) 1-29 Extension view window 4-6 external logging 5-22 F failover routing 1-19, 9-10 faststart enable 7-14 FCC st
Index FXS G-4 FXS (Foreign Exchange Subscriber) 7-18 G G.711 1-26 jitter buffer range 7-16 RTP packet length 7-16 G.711/G.723 silence suppression 7-15 G.723 jitter buffer range 7-16 G.723.1 1-26, 6-9 G.729 jitter buffer range 7-16 RTP packet length 7-16 G.729 A+B Codec 1-26 G.729 silence suppression 7-15 G.729A without silence suppresion 7-15 G.
Index J Jam Bit 8 6-46 jitter average 4-10 average statistic buffer 1-27 Jitter Buffer 6-9 jitter buffer 7-16 G.711 7-16 G.723 7-16 G.
Index making calls from AltiMail 1-20 from voice mail 10-39 Management menu 4-3 management menu audio peripheral configuration 15-1 Manager Extension 5-3 managing messages 5-24 manual online registration 3-8 MDMF (Multiple Data Message Format) 7-9, 10-17, 10-18 menu, AltiAdmin main 4-3 message length 10-34 maximum number of 10-34 notification 1-20, 10-35 for email messages 10-35 schedule 10-37 notification type 10-36 playback 10-33 retention 10-34 message notification 1-28 message waiting FSK-based 7-10, 1
Index AltiWare OE 3-12 no answer handling 10-46 North American Numbering Plan G-7 notification message 10-35 email 10-35 schedule 10-37 notification type and timing 10-37 NT service AltiWare 3-2 number plan 6-31 numbering plan 5-4 O P Packets Lost 4-10 Packets Received 4-10 AltiWare OE System Installation & Administration Manual I-9 Index offline registration 3-45 old versions 3-3 ONA call screening 1-12, 10-52 ONA ring duration 10-53 One Number Access 1-12, 1-28, 10-47, 10-50, G-7 online help 4-3 on
Index ping 6-33 platform for AltiServ 1-4 selection 2-1 selection guidelines 2-11 playback message 10-33 playing music from a file 15-2 PM schedule 5-12 poor voice quality 6-33 POP3 5-25, 18-2, G-8 POP3 service 5-25 port 4-6 port specifications 6-8 Postmaster Extension 5-26 power backup G-8 on-board telephony power supply 2-5 power failure transfer 1-13, G-8 uninterrupted power supply 2-3 prefix system prohibited 5-16 toll call 5-17 pre-recorded prompts 9-12 PRI 6-37 channel assignment 6-37 equipment infor
Index S safety 1-xvi electricity 1-xviii scheduling backup 16-3 send notification 10-37 server Exchange 5-27 Exchange integration 1-22 file G-4 server IP address 5-30 service level 4-9 service level threshold 10-50 service parameters 6-37, 6-38 service provider Internet 18-4 services NT 3-2 SMTP/POP3 5-25 services menu system data management 16-1 sessions licenses 3-28 setting up 10-29 business hours 5-10 email 18-4 emergency numbers 5-17 LAN email 18-4 server side 18-4 system numbering plan 5-4 trunk att
Index specifications functional 2-4 Quantum board 2-4 Triton Analog Extension board 2-5 Triton Resource board 2-8 Triton T1/E1/PRI board 2-7 speed dial 1-13 station 10-29 speed dialing 1-28 configuration 5-14 split area codes 1-24 SQL 5-22 station speed dialing 10-29 statistics 6-33 IP traffic 4-9 status bar 4-10 Stop Switching Service 4-11 stop/start AltiWare services 4-11 Superframe Format (SF) 6-46 switching service 3-2, 3-20 switching, shutting down 3-46 synchronization email servers 5-27 system area c
Index troubleshooting cannot make connection 6-33 loop-back test 6-33 poor voice quality 6-33 VoIP board 6-33–6-34 troubleshooting T1/PRI 6-55 trunk access code 7-3, 7-6 attributes 7-5 Centrex 7-5 configuration apply to multiple trunks 1-23 dialing scheme 7-5 direction of transmission 7-4 E-911 support 7-4 ground start G-5 impedance G-5 incoming call routing 7-20 loop start G-6 phone number 7-4 trunk access 5-9 trunk access code 1-26 trunk configuration 7-1 Trunk Configuration icon 4-4 Trunk Configuration
Index U W UDP 6-10 unanswered calls 10-46 uninstall AltiWare 3-48 uninterrupted power supply (UPS) 2-3 unsupported licenses 3-6 update prompts 15-3 upgrading AltiWare OE 3-19 UPS 2-3 User Account 3-2 user interface 4-1, 4-12 wait 4-8 waiting time 4-8 WAN bandwidth 6-8 router configuration 6-9 warranty 1-xxxi extended warranty 1-xxxii how to get service 1-xxxii web IP calls 7-22 windows view (boards, trunks, etc.
Index Index AltiWare OE System Installation & Administration Manual I-15
Index I-16 AltiWare OE System Installation & Administration Manual
Readers Comment Form AltiWare OE Release 5.0 AltiWare System Installation and 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.
