AltiWare™ OE Release 4.0 System Administration Manual Revised 09/2000 4403-0001-4.
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.
Table of Contents Contents Preface: About This Manual . . . . . . . . . . . . . . . . . . . . . . . . . . . ix Related Publications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . x CHAPTER 1 Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Key AltiServ Characteristics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 PBX Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Table of Contents Setting Message Recording Options . . . . . . . . . . . . . . . . . . . . . . Setting E-mail Messaging Options . . . . . . . . . . . . . . . . . . . . . . . Setting Area Code Toll Definitions . . . . . . . . . . . . . . . . . . . . . . . . Defining an IP Dialing Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . About the Location ID Digit Length . . . . . . . . . . . . . . . . . . . . . . Defining the IP Dialing Table . . . . . . . . . . . . . . . . . . . . . . . . . . .
Table of Contents CHAPTER 5 Extension and Workgroup Configuration . . . . . . . . . . . . 85 Setting up Extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87 Adding New Extensions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88 Establishing Basic Extension Attributes . . . . . . . . . . . . . . . . . . . 89 Setting Email Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90 Changing the Extension Location or Type. . . . . . . . . . . .
Table of Contents CHAPTER 6 Out Call Routing Configuration . . . . . . . . . . . . . . . . . . . 121 Working with Route Definitions . . . . . . . . . . . . . . . . . . . . . . . . . Setting Default Routes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . About Call Routing and 911 Calls. . . . . . . . . . . . . . . . . . . . . . . Setting Dialing Pattern Routing . . . . . . . . . . . . . . . . . . . . . . . . . . 122 125 126 127 CHAPTER 7 Auto Attendant Configuration . . . . . . . . . . .
Table of Contents CHAPTER 11 Data and Internet Integration . . . . . . . . . . . . . . . . . . . . . 155 Network Protocol and Addressing . . . . . . . . . . . . . . . . . . . . . . . . 155 Network . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155 Protocol . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155 Transport Protocols . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155 Network Address . . . . . . . . .
Table of Contents How To Reach AltiGen Technical Support. . . . . . . . . . . . . . . . Tech Support on AltiGen’s Web Site . . . . . . . . . . . . . . . . . . . . Unresolved Problems Escalation Procedure . . . . . . . . . . . . . . . Repair and Replacement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Replacements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . RMA Fax Form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Preface Preface: About This Manual This guide is designed for dealers, administrators and technicians who are responsible for installation, configuration, and administration of an AltiServ system. Another manual, the AltiServ User Guide covers the AltiServ end user features and functions such as call handling, voice mail, and web interface. The Getting Started Manual covers system specifications, installation, and an overview to navigating the AltiAdmin interface.
Preface Related Publications Related publications include: • AltiWare OE Getting Started Manual • AltiServ User Guide • AltiConsole User Guide • AltiView User Guide • Center User Guide x AltiWare OE System Administration Manual
Overview AltiServ ™ is a multi-application computer telephony platform that combines AltiGen’s Quantum ™ and Triton ™ telephony boards with AltiWare™ software in a standard personal computer platform.
Overview Key AltiServ Characteristics 1(: • When you see this New icon, it means that the feature is new to AltiWare Release 4.0 and does not exist in earlier versions. 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.
Key AltiServ Characteristics 1(: Triton Analog Station Board - a PCI bus telephony board that supports 12 analog extensions per board. • 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 Station Board. — Triton Resource Board - a PCI bus telephony board that provides monitoring and Barge In system support functions. You can install up to 2 Resource Boards per system.
Overview PBX Features The PBX features include telephone switching for making calls, answering calls, and transferring calls. For more sophisticated business applications, AltiWare provides advanced features such as workgroup call routing, multiple trunk and route access codes, scheduled call routing, and flexible call restrictions.
Key AltiServ Characteristics 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. • System Call Park and Pick Up - allows you to park and pick up a call at a public “location.” The system allows you to park up to 100 calls at any given time. • Individual and System Call Pick Up - allows users to answer a ringing telephone from another station.
Overview • Distinctive Call Waiting Tone - allows three different call waiting tone cadences to distinguish between internal, external, and operator calls. • Distinctive Ringing - allows three different ringing cadences to distinguish between internal, external, and operator calls. • Do Not Disturb - blocks all calls coming into a specific extension and sends them to preprogrammed destinations such as voice mail or the operator.
Key AltiServ Characteristics Overhead Paging by Trunk - allows the use of voice paging or broadcasting through a trunk without checking call progress. • Station Log In/Log Out - enables system users to move an extension number from one station to another, or deactivate an extension on a long-term basis. • Power Failure Transfer - upon loss of power, this feature allows the first trunk and first extension on each Quantum board to be automatically connected.
Overview • 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 Interface: — Analog - loop start, ground start, and wink start (DID) — Digital - PRI-ISDN, T1 E & M, loop start, and ground start • Virtual Extensions - an extension that is not associated with a physical port, but allows access to AltiMail features and telephone sharing.
Key AltiServ Characteristics Multiple Workgroup Membership- allows each extension to belong to multiple workgroups. The system can be configured with a maximum of 32 workgroups and 64 members per workgroup. See “Setting up Workgroups” on page 96 for more information on this feature. • Workgroup Call Pickup - allows pickup of calls to a specific workgroup.
Overview 1(: Workgroup Barge In - with the Triton Resource Board, allows a workgroup supervisor to barge into calls between workgroup agents and callers. 1(: CDR Search - an optional add-on application that allows workgroup supervisors to search CDR files and workgroup CDR statistics for records that match selected criteria. 1(: Service Level Threshold - a time value for callers waiting in queues. The performance statistics show when workgroup calls are queued for longer than a prescribed value.
Key AltiServ Characteristics Web-based Call Processing - allows the Auto Attendant to accept calls placed over the world wide web. Data-Directed Routing - caller’s input (digit or text) can be used to route calls. allows the routing of calls directed by the caller’s input (digit or text) to. Third party applications can be used to route incoming calls based on caller information. 1(: 1(: Digit Collection - caller can be prompted to enter numbers, which are then collected and used for routing the call.
Overview • Information Only Mailbox - a mailbox can be configured to announce customized pre-recorded information when accessed. This mailbox does not allow callers to leave a message, but only to listen to the message announcement (personal greeting) from the mailbox. To repeat the message, callers are instructed to press the # key. See “General window, Extension Configuration” on page 87 for more information on this feature.
Key AltiServ Characteristics Overview Internet Integration Features Internet integration features include: • Mail Forwarding - allows you to forward mail (e-mail and voice mail) to an SMTP-based mail server. The destination server address should be the address of the SMTP server to which all mails should be forwarded. This address can be an IP address such as 100.200.101.201, a domain name such as altigen.com, a fully qualified domain name such as symphony.altigen.com or a machine name such as symphony.
Overview • 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. • Remote Download of Messages via Internet - allows users who are traveling and/or working at home to download all new voice and email messages in their AltiMail Post Office Box via a local internet access line.
Key AltiServ Characteristics • 1(: Email and Voice Mail Storage - can be placed on drives other than the AltiServ server. 1(: Monitor List - allows you to select the Physical or IP: extensions you wish to monitor. Monitoring is available within AltiView and AltiSupervisor. 1(: Out Call Routing Configuration - allows outgoing calls to be directed to particular trunk routes, based on parameters assigned in AltiAdmin, and supporting the new tenant tables.
Overview T1/PRI Features T1/PRI features include: • Collecting Caller ID/DID Digits for T1 - allows you to configure the format and sequence of caller ID and DID digits using DTMF for a T1 connection. See “Triton T1/PRI Trunk Properties” on page 78 for more information on this feature. 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 Integrated Administration - calls through both PSTN and IP networks can be managed using a single point of administration • H.323 Standard Support - AltiWare IP is based on the H.323 protocol which is an emerging ITU standard for multimedia communications over IP. • G.711 Codec - toll quality (64K) digital voice encoding which guarantees interoperability for better voice quality. • G.723.
Overview • Jitter Removals - due to various delays in the IP network, audio packet streams may be delivered late or out of order. AltiWare IP is able to buffer incoming packets and re-sequence them by maintaining a queue. This queue is adjustable to accommodate different network environment characteristics. • Dialing Prefix Filter - users may select a PSTN or IP trunk when making outgoing calls by dialing a configurable access code.
Key AltiServ Characteristics Overview • Voice Mail • MS Exchange Integration • AltiConsole Client Support • AltiReach Support • AltiView / AltiView IP Extensions AltiServ Platforms 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 1(: 20 CDR Search - allows administrators to search CDR files for records that meet selected criteria, and allows workgroup supervisors to search both CDR files and workgroup CDR statistics.
CHAPTER 2 The System Configuration functions provide for configuring the AltiWare system-wide settings. You 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.
System Configuration 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.
Setting General Parameters • Distinctive Ring—this enables users to distinguish between internal, external and operator calls by the way the phone rings: — Enable Operator Priority Ring. Select this for the system to produce a long single ring between short pauses on calls from the operator. • System Home Area Code—the area code for the system location.
System Configuration Setting a System Number Plan The System Number Plan defines the extension digit length. You can use from 3 – 6digits for extensions. You also use the System Number plan to set a DID number length to use, and to define the system response to the first digit dialed—for example, pressing 9 to get a trunk line. The numbering scheme requires some thoughtful planning. You cannot edit the extension length after the first extension is assigned.
Setting a System Number Plan Use the Number Plan window to specify the following: • The extension length is not adjustable once the first extension is configured. To be more precise, the length cannot be changed without totally reconfiguring the system or deleting all the extensions already configured. • DID Number Length. The number of digits needed to match a DID (Direct Inward Dialing) number, with a range from 2 – 16. Each extension can be assigned a DID number.
System Configuration Assigning Trunk, IP Trunk, & Route Access You can use trunk, IP trunk, and route access outgoing call options alone or in combination when making the number plan assignments. Trunk Access Usually, 9 is used as the analog or PSTN trunk access code, and AltiWare uses 9 as the default for trunk access. You can keep that configuration and assign other digits such as 7 or 8 to Route Access and IP trunk access, or you can change it. There are no defaults for IP trunk or Route Access.
Setting Business Hours Setting Business Hours Because the business hours are used throughout the system, you or the appropriate administrator must make sure the system time has been set correctly. The system time can be changed using the Date/Time utility in the Windows or NT Control Panel. To access the Business Hour settings, select System Configuration... on the Management menu, then click the Business Hours tab. Here’s an example of the Business Hours window. Figure 3.
System Configuration Set the business schedule as follows: • 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. The time between the AM and PM times can be used to indicate a lunch break or time between shifts.
Configuring System Speed Dialing Configuring System Speed Dialing Speed dial settings for individual extensions are set in Extension Configuration. See page 101. To access the Speed Dialing settings, select System Configuration... on the Management menu, then click the System Speed tab. Here’s an example: Figure 4. System Speed window, System Configuration AltiWare OE System Administration Manual 29 System Configuration 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: Type in the full number as you would dial it, with a maximum of 20 digits per entry. For example, the phone number 914085551212 comprises of 9 (trunk access code), 1 (long distance prefix), followed by 408 (area code), and finally the seven digit telephone number. Valid digits include 0 through 9, #, *, and (,) comma.
Defining System Call Restrictions Defining System Call Restrictions The restrictions you set up here are global restrictions. The dialing restrictions set here are one of three ways of blocking calls. See “About Restricting Outgoing Calls” on page 121 for a discussion of the uses of the different functions. To access call restriction setup, select System Configuration... on the Management menu, then click the Call Restriction tab. Here’s an example of the Call Restriction window Figure 5.
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. For example, to block calls from all extensions to 976 numbers, type 1976. 3. Click Apply.
Defining System Call Restrictions Enabling Hop Off for Tie Trunks Outgoing call on PSTN Trunk System A Tie Trunk: T1/PRI or VoIP System B The call originating on System B hops off over the T1/PRI or VoIP trunk to use the PSTN trunk in System A. Both System A and System B must be set up and configured to use hop-off for tie-trunks. Figure 6. Hop Off for Tie Trunks The trunk configuration to allow this function is discussed under “Setting General Trunk Attributes” on page 73.
System Configuration Setting up Call Reports You can set up call reporting to your local drive, to a remote server, and / or exported via a COMM port. The Call Detail Summary Report (CDR) formats are described in Appendix A on page 187.” Only trunk calls are logged in CDR records. The records are logged after the call ends, if answer supervision was received on the outgoing trunk. Select System Configuration... on the Management menu, then click the Call Reports tab. Here’s a sample window: Figure 7.
Setting up Call Reports Setting External Logging In either case, the database cannot be on the same server as the AltiWare system. A system integrator or database developer will need to write a custom query to extract data from the SQL database. You can send reports from a number of different AltiServ systems to the same database. Before you enable external logging using this window, you need to set up and configure the database. It should be ready to receive the reports before you enable the export here.
System Configuration Managing Messages The Messaging function provides for setting basic parameters and options for messaging, including message notification retry attempts, deletion confirmation options, the length of time for message storage, message recording length, and email activation and usage. To access Messaging setup, select System Configuration... on the Management menu, then click the Messaging tab. Here’s an example of the Messaging window. Figure 8.
Managing Messages • Setting Message Management Options Set message confirmations and warnings: • Confirm Message Deletion. If checked, the system plays a voice message instructing user to confirm request for deletion by pressing the # key. This prevents users from accidentally deleting messages with a single key entry. • Warn Expiration of Saved Messages. If checked, the system warns the user that saved messages will be deleted due to their retention time expiring.
System Configuration Setting E-mail Messaging Options To use the AltiWare e-mail services, configure the following settings. • Enable SMTP/POP3 E-Mail Service. Selected, this enables incoming and outgoing mail services on AltiServ—Simple Mail Transfer Protocol (SMTP) and Post Office Protocol (POP). — Allow Inbound Internet Mail. This check box option is activated and selected by default if you enable the SMTP/POP E-Mail Service.
Setting Area Code Toll Definitions Setting Area Code Toll Definitions You can set up three types of exceptions, which are explained in more detail in the window itself. • Local Call Definition. Calls that begin with 1 but are free (e.g., 800) • 10 Digit Dialing. Local calls that require dialing area codes but do not require dialing 1 first. • 1 + 10 Digit Dialing. Calls within the home area code that require 1 + Area Code + Number.
System Configuration Accessing Area Codes Setup To access the Area Code window, select System Configuration... on the Management menu, then click the Area Codes tab. Here’s an example of the window: Figure 9. Area Codes window, System Configuration Adding and Deleting Entries To add entries to one of the three lists, click the Add below the appropriate list box. In the dialog box that appears, type in a number and click OK. To Delete an entry, select it and click Delete.
Defining an IP Dialing Table Defining an IP Dialing Table To enable voice over IP, you need to have at least one Triton VoIP board installed and configured. (The IP Dialing Table is disabled unless there is at least one VoIP board installed.) You also need to make sure you have assigned an IP Trunk Access code, as discussed on page 26. About the Location ID Digit Length In the IP dialing table, you define the addresses of the remote locations and set a Location ID Digit Length.
System Configuration Defining the IP Dialing Table To access the IP Dialing Table window, select System Configuration... on the Management menu, then click the IP Dialing Table tab. Here’s an example of the window: Figure 10. 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 on the previous page.
Defining an IP Dialing Table Defining Remote Locations System Configuration To add a location, click the Add button to open a entry dialog box: Define the attributes for the entry: • Location—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 41. • 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. It should be noted that 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.
Configuring DNIS Routing Adding and Deleting DNIS Route Entries The number and name entries have the following requirements: • The DNIS Number must be devoid of all characters except the numbers 0 – 9 (The hyphen is not accepted in this dialog box). For example, 2529876 is a good entry, but 252-9876 is not. • The DNIS Name is descriptive and optional; it can be used to remind you about the nature of the number and routing. For example, you might give the 2529876 number the name, “Tech Support”.
System Configuration Using a Tenant Table If several small businesses or groups want to share an AltiServ system, specific trunks can be assigned so that each company or group has its own set of extensions for outbound calling. Each business or group can be set up as a tenant in AltiWare, where you use the Tenants window to define the tenants, their call restrictions and call tracking.
Using a Tenant Table Configuring the Tenant Table Creating Tenant Entries 1. In the Tenant window, click the Add button to open a small Tenant Configuration dialog box. 2. In the dialog box, type in the Tenant Name and click OK. Then click the Apply button in the Tenant window. The tenant ID is assigned automatically and sequentially. 3. Repeat the above steps for all the tenants you want to add, then click OK to close the System Configuration window. Assigning Extensions to Tenant IDs 1.
System Configuration Modifying the Tenant Table • To delete a tenant from the tenant window, simply highlight the ID number and click Delete. If you delete a tenant ID that has been assigned to an extension or to a trunk, the extension and trunk assignments are reset to NA (no assignment). • You can edit the tenant name by double-clicking it in the Tenant window (or select the name and click Edit), then changing the name in the dialog box that appears.
Creating Distribution Lists Creating Distribution Lists You can create up to 100 distribution lists, each composed of up to 64 extensions. The extension list member can represent another distribution list. The system distribution lists discussed here are different from the extension distribution lists which are configured through the phone sets or the AltiView or AltiAgent user applications. To access the Distribution List window, select System Configuration...
System Configuration 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.
Setting Logoff Reason Codes Setting Logoff Reason Codes The Logoff Reason window allows you to enable or disable the required entry of a logoff reason, and it provides for defining up to 20 reason codes. A logoff history can be tracked and stored for future analysis. To access the Logoff Reason window, select System Configuration... on the Management menu, then click the Logoff Reason tab. Here’s an example of the Logoff Reason window. Figure 14.
System Configuration 52 AltiWare OE System Administration Manual
CHAPTER 3 Board attributes and functions are accessible in the Boards Window in the AltiWare desktop. Figure 15. 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. To implement some board configuration changes, you must shutdown and restart AltiGen Switching Services by first choosing Shutdown Switching on the Services menu, which also closes AltiAdmin, and then re-starting AltiAdmin.
Board Configuration Using the Triton Resource Board The Triton Resource Board, introduced with AltiWare 4.0, 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 on page 119), 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.
Configuring the Quantum Board Configuring the Quantum Board Board Configuration Double click the board’s icon in the Boards window to open the Board Configuration window. Figure 16. Board Configuration window (Quantum Board) Use the Board Configuration window for the Quantum board to view the following attributes: • Board Info: the Board Logical ID (assigned by AltiServ) and Board Name (the type of board installed in the system and board ID).
Board Configuration • Board Configuration button: opens a diagnostic dialog box. Figure 17. Quantum Board Debug You can send a debug string to the board, or you can do a DSP Dump, Memory Dump, or FMIC Dump. • Reset Board button - resets the board, after you confirm by accepting a warning that resetting a board will disconnect all calls in progress on that board. Be sure to inform all relevant users before resetting.
Configuring the Triton Analog Station Board Configuring the Triton Analog Station Board Board Configuration Double click the board’s icon in the Boards window (Figure 15 on page 53) to open the Board Configuration window. Figure 18. Board Configuration window (Triton Analog) Use the Board Configuration window to view the following attributes: • Board Info: the Board Logical ID (assigned by AltiServ) and Board Name (the type of board installed in the system and board ID).
Board Configuration Configuring the Triton VoIP Board Double click the board’s icon in the Boards window (Figure 15 on page 53) to open the Board Configuration window. Figure 19. Board Configuration window (VoIP Board) The Board Configuration window for the Triton VoIP board displays the same options as the Quantum board, which are discussed on page 55. The Board Configuration button invokes the Triton VoIP Trunk Properties window, which displays the board serial number and displays line settings.
Configuring the Triton T1/PRI Board Configuring the Triton T1/PRI Board Board Configuration Double click the board’s icon in the Boards window (Figure 15 on page 53) to open the Board Configuration window. Figure 20. 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 on page 55, but there are additional options available. The Board ID must be in the range 0 - 3.
Board Configuration This dialog box displays the board serial number and allows you to reconfigure the Clock Frequency, Digit Duration, and the Firmware File Name. You can also choose to dump a Channel State after selecting the channel in the drop down list. Span Info: 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.
Configuring the Triton T1/PRI Board Reading the Status Messages Table 1: Span Status Error Messages Error Message Meaning Action ‘Hardware Failure NO ANSWER’ Major hardware problem. Board is not responding to commands. Set board as MVIP master. Reset Board. ‘Hardware Failure NO CLOCKS’ No clock signal is detected on T1 interface drop. Reset Board. If this does not work, board must be replaced. ‘HDLC Failure - NO HDLC FRAMES’ HDLC = High level Data Link Control.
Board Configuration Table 1: Span Status Error Messages Error Message Meaning Action ‘Setup Failure - NO VALID FRAME’ No valid framing is detected. Possible span mis-configuration (i.e., ESF is selected but the actual framing is SF, or vice versa). Check span configuration. ‘Setup Failure - RED ALARM (BPV) BPV = Bi-Polar Violation Location condition, equipment problem. For excessive BPV, check AMI/B8ZS setting.
Configuring the Triton T1/PRI Board OOF Errors - the Out Of Frame counter registers every time the T1 chip is forced to re-frame when receiving a frame with severe errors. • Rec Frame Slips - the Receiver Frame Slips counter shows the number of frame slips for the receiver. • Line Code Errors - Line Code Error is defined as an occurrence of a bi-polar variation or excessive zeroes. • Bit Errors - Bit Errors are defined as a CRC-6 error in ESF, FT-bit error in SLC-96 and F-bit or sync bit error in SF.
Board Configuration to a one. Bell Zero Code Suppression replaces bit 7 of an all zero channel byte with a one. • If you click the T1/PRI Configuration button you can set channels to either T1 or PRI, as discussed page 65. • You can set the Back-to-back T1 Clock Master if you have a backto-back configuration and you want this span to be the master clock to the system. (Only one clock master should be selected in a back-toback system.) See the following discussion.
Configuring the Triton T1/PRI Board Setting up T1 or PRI Channels on the Triton T1/PRI Board Figure 23. T1/PRI Configuration window The CH -> Type list displays the channel types. Selecting Span Types • T1 - select this option to associate all channels on the span to a T1 Robbed-bit signal. • 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 - select this option to set the D channel to the desired location.
Board Configuration • To enable a Tie trunk, select the Enable Tie Trunk check box at the bottom. Note that tie trunks must terminate to a system also configured as a tie trunk. Setting the ISDN PRI Switch Mode If you select a Regular or Custom ISDN PRI, you can then set the ISDN PRI Setting.
Configuring the Triton T1/PRI Board The PRI ISDN Numbering Plan dialog box displays the six classes of numbers (call type) that can be sent to a CO: • 011 International Numbers - for placing calls outside the U.S. • 1+10-digit Numbers - for local and long distance calls that require dialing 1 before the number. • 10-digit Numbers - for local and long distance calls that do not require 1 before dialing.
Board Configuration The choices in the list depend on the specific switch and your long distance service provider. An example of such service includes AT&T Megacom. 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.
CHAPTER 4 Trunk Configuration 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. If none of the trunks are available when an outside call is placed, the caller will hear the system prompt: “All outside lines are busy, please try again later”.
Trunk Configuration However you open the Trunk Configuration window, the General window appears, looking something like this example: Figure 26. 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.
Setting General Trunk Attributes Configuring One or Multiple Trunks Setting General Trunk Attributes Select the channel to view its current attributes, as discussed the previous page. You can then set or change the following attributes. If an option is grayed out, it is not available for that type of trunk: • Access Code—Access code to the selected trunk. If you need to use access codes other than 9, you must first set this up on the Number Plan window of System Configuration (page 24).
Trunk Configuration paging applications. If the manually selected paging ID is used by another trunk, the current paging ID is not changed. The trunk paging is accessed using the Overhead Paging by Trunk (# 45 Feature Code). For example, a user dials ‘#4508’ to connect to a paging system through the trunk with paging ID of 08. The Overhead paging feature requires paging equipment to provide loop start CO trunk characteristics. This option is not supported on ground start trunks.
Setting General Trunk Attributes Attribute—In Service makes the trunk available for use. Out of Service prevents the trunk from being used (for example, while performing maintenance). • Tenant Selection—the Tenant group assignment for the trunk, configured from the Tenant Table window in System Configuration, discussed on page 46. If no tenant is selected, any extension can use this trunk to make an out call. • Enable Tie Trunk—to allow hop-on and hop-off dialing for a ISDN/ PRI, or T1 trunk.
Trunk Configuration Quantum Trunk Properties To configure a Quantum channel, select a Quantum channel from the trunk channels list in the Trunk Configuration window, then click the Trunk Properties button or double-click the list entry to view the Quantum Trunk Line Properties dialog box. Figure 27. Quantum Trunk Line Properties window Note that you can use Apply to... on this dialog box to apply changes to other trunks of the same type. See “Configuring One or Multiple Trunks” on pag e71.
Setting General Trunk Attributes • External The Incoming Ring Type can be single or double. The Detect Trunk Status By Loop Current checkbox, if selected, causes detection of the Quantum trunk status using a loop current. Enable Caller ID Receive needs to be selected to receive caller ID digits. Trunk Seizure and Disconnection Trunk Seizure Confirmation is one of two options: • Enable Dial Tone Detection (Outgoing)—detection of outgoing dial tone.
Trunk Configuration Triton VoIP Trunk Properties To configure a Triton VoIP channel, select a Triton VoIP channel from the trunk channels list in the Trunk Configuration window, then click the Trunk Properties button or double-click the list entry to view the Triton VoIP Trunk Line Properties dialog box. Figure 28. VoIP Trunk Properties window The primary configuration for the Triton VoIP is the H.323 Configuration, with the following settings. • G.
Setting General Trunk Attributes The Jitter Buffer should be adjusted according to the WAN bandwidth allocated to data traffic. Refer to the Network Configuration Guidelines for VoIP section in the Getting Started Manual for more information.
Trunk Configuration Triton T1/PRI Trunk Properties To configure a Triton T1/PRI channel, select a Triton T1/PRI channel from the trunk channels list in the Trunk Configuration window, then click the Trunk Properties button or double-click the list entry to view the Triton T1/PRI Trunk Line Properties dialog box. Figure 29. Triton T1 Configuration dialog box T1 robbed-bit signaling You can set the Protocol to one of the following E&M Wink Start (default), E&M Immediate Start, Ground Start or Loop Start.
Setting General Trunk Attributes The Max. seconds before the first digit setting is the maximum wait time before time-out for the system to identify this digit after either the first ring in ground start or loop start or the wink in wink start. The range is from 1 – 6 seconds, or None, with a default value is 3 seconds. Do not change this value unless advised. The Max. seconds between digits - maximum wait time before time-out between two digits. Default value is ‘None.
Trunk Configuration Caller ID and DID Incoming Sequence Example The following is an example of a Caller ID and DID/DNIS incoming sequence window. Figure 30. Incoming Sequence example When a call comes in, the system tries to match the incoming sequence to either the first or second Incoming Sequence Digit String sequence. If no match is found, no Caller ID or DID digits will be collected. • • The system waits 3 seconds for the first digit to arrive.
Incoming Call Routing Incoming Call Routing To set incoming call routing for a trunk, select the trunk in the General window, then click the In Call Routing tab in the Trunk Configuration window to display the In Call Routing window. The trunk location appears in the title bar: Trunk Configuration Figure 31.
Trunk Configuration Outgoing Call Blocking To set outgoing call blocking for a trunk, select the trunk in the General window, then click the Out Call Blocking tab in the Trunk Configuration window to display the Out Call Blocking window with the selected trunk location in the title bar: Figure 32.
Quantum Board Channel Gain Configuration Quantum Board Channel Gain Configuration The incoming and outgoing volume can be quickly adjusted for Quantum trunks or extensions by selecting the Quantum Board Channel Gain Configuration… menu item on the Management Menu. Here’s an example of the window: Trunk Configuration Figure 33. Quantum Board Channel Gain Configuration window You can also configure incoming and outgoing volume through the board configuration.
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CHAPTER 5 Extension and Workgroup Configuration There are three types of extensions: Physical Extensions are associated with a physical port and device, usually a telephone set. This is what most users think of as an extension. • Virtual Extensions—not associated with a physical port. Virtual extensions can be used as message mailboxes and in telephone sharing environments. Users of a virtual extension can log in on any available station to access physical extension features using Feature Codes.
Extension and Workgroup Configuration • Answering—Call forwarding, call waiting, and call handling preferences and options. • One Number Access—special handling for designated VIP calls. • Monitor List—extension rights to monitor other extension calls. Three Configuration Windows in One Certain configuration functions apply only to physical extensions—for example, configuring the physical line.
Setting up Extensions Accessing Extension Configuration To access Extension Configuration, either select Extension Configuration… from the Management menu, or click the Extension Configuration icon on the Quick Access Toolbar. Setting up Extensions The Extension Configuration General window provides for creating extensions and establishing their basic attributes. Figure 34.
Extension and Workgroup Configuration Adding New Extensions To add a new extension: 1. To add an extension, click the Add button in the General window. This opens the Add New Extension dialog box. Figure 35. 2. Add New Extension dialog box Type in an Extension Number.
Setting up Extensions 4. Depending on the type of extension you’re creating, take one of the following actions. • IF you’re setting a virtual or workgroup pilot number, you’re done. Click OK. • IF you’re setting up a physical extension, select an available physical location—slot and channel for the line—then click OK. The slots (the location of the board in the PC) and the channels (the ports) are displayed and available if they have not yet been assigned to an extension.
Extension and Workgroup Configuration It is recommended to use the full 10 digit DID number, not just the last few digits. This full number guarantees the system can send the correct number as the Caller ID on PRI lines. With fewer digits, the system sends the trunk’s configured phone number as the Caller ID. If the trunk number is not configured, the system main number is sent. • Tenant—a drop-down list of Tenant IDs (groups) to which the extension can be assigned.
Setting up Extensions Changing the Extension Location or Type Changing the Type The type of extension is set when you create the extension: physical, virtual or workstation pilot, described on page 85. After you create the extension, the type is displayed as a Type radio button list in the General window.
Extension and Workgroup Configuration • Using dynamic IP addressing, the IP extension can log in from any IP address. However, the IP extensions must always log in via the Auto Attendant and log into voice mail to activate the IP extension. Users who travel may well prefer dynamic addressing. IP and Physical Extension Login/Logoff Interaction When IP extension logs in and the IP extension is associated with a physical extension, the physical extension is disabled.
Setting up Extensions Quantum Line Properties If you select a Quantum board extension and click Line Properties, you’ll see the Quantum Line Properties dialog box. Note that you can use the Apply to… button to apply these hardware settings to one, some, or all ports on the board. Using Apply to… is discussed on page 86. Extension Configuration Figure 36.
Extension and Workgroup Configuration • Receiver Gain/Transmission Attenuation—incoming and outgoing volume for every extension. — Receiver Gain—the gain control for volume received in decibels (dB). The default setting 0 dB gain. — Transmission Attenuation—the gain control for volume transmitted in decibels (dB). The default setting is 0 dB gain. Use caution in setting the Receiver Gain or the Transmission Attenuation. If either setting is too high, the result will be distortion in voice quality.
Setting up Extensions Configure the following hardware extension-specific features: • Message Waiting Signal Type—FSK or None. • Caller ID Signal Format—SDMF, MDMF or None. • Line Disconnect Signal—the loop break desired for answering supervision, either 200 or 600 ms. • Receiver Gain/Transmission Attenuation - adjusts the incoming and outgoing volume for every Triton Analog trunk or extension. • Receiver Gain/Transmission Attenuation—incoming and outgoing volume for every extension.
Extension and Workgroup Configuration Setting up Workgroups A primary use of a workgroup is as a hunt group—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. AltiWare allows up to 32 workgroups to be configured. Each workgroup can have up to 64 members or extensions, and an extension can be a member of multiple workgroups.
Establishing Workgroup Membership Establishing Workgroup Membership There are two different ways to attach extensions to workgroups. 1. If you select a workgroup in the Extension Configuration General window, then click the Workgroup tab, you open the Workgroup view of the Workgroup window, which provides for adding extensions to the selected workgroup and setting workgroup queue handling. 2.
Extension and Workgroup Configuration Adding or Removing Members In the Workgroup view of the Workgroup window, to add extension(s) to the selected workgroup, click the extension number(s) in the Not Member list, then click the Add button to move them to the Member list. The order in which you add members to the workgroup can have consequences.
Establishing Workgroup Membership Here’s an example. Extension Configuration Figure 39. Extension view of Workgroup window, Extension Configuration Adding or Removing Workgroup Assignments In the Extension view of the Workgroup window, assign workgroup(s) to the selected physical or virtual extension by clicking the Workgroup pilot number(s) in the Not Member list, then clicking the Add button to move them to the Member list.
Extension and Workgroup Configuration Setting InterCall Delay Like Wrap Up time, InterCall Delay can create time before the next call comes in. It can be set for any extension. If the system is delaying the next call to a user extension based on the Wrap Up Time setting, the InterCall Delay setting is ignored.
Setting up Station Speed Dialing Setting up Station Speed Dialing For each physical extension, but not for workgroups or virtual extensions, you can set up to 20 station speed dial numbers. The numbers available are from 00 – 19, used following the extension speed dial access code, #77. 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.
Extension and Workgroup 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: Type in the full number as you would dial it, with a maximum of 20 digits per entry. For example, the phone number 914085551212 comprises of 9 (trunk access code), 1 (long distance prefix), followed by 408 (area code), and finally the seven digit telephone number.
Setting the Mailbox Options Setting the Mailbox Options The Mailbox Settings define how voice messages are handled for an extension: whether the mailbox is information only or is full-featured, how messages are announced and processed, and how much capacity is allotted to message storage. To work with mailbox settings, select the extension number you want to work with from the list in the Extension Configuration General window, then click the Mailbox Setting tab to open the Mailbox Setting window.
Extension and Workgroup Configuration An Information Only mailbox allows callers to listen to customized recorded announcements but does not provide taking messages from the caller. To repeat the message, callers are instructed to press the # key. You cannot set a workgroup pilot number mailbox to Information Only. Synchronizing with Exchange Server If your system is set up to synchronize with an Exchange Server, you can select this check box to enable synchronization for voice mails.
Setting the Mailbox Options • Retention Length of Saved Messages—the number of days saved messages are archived by the system. The range is 1 – 90 days, with a default of 60. These options can be applied to multiple extensions using Apply to….
Extension and Workgroup Configuration Setting Message Notification Options The Notification tab of Extension Configuration provides for setting notification options on new incoming email as well as voice messages. To work with notification settings, select the extension number from the list in the Extension Configuration General window, then click the Notification tab to open the Notification window. Here’s an example: Figure 42.
Setting Message Notification Options • Urgent Voice Messages Only. • All Voice Messages. • All Voice Messages and E-mails. Setting the Type of Notification There are three options for sending the notification or reminder message: phone, pager, or extension. Note also the following considerations: • Using the Phone option, see “Outcall to Cellular or PCS Phone Numbers” on page 107.
Extension and Workgroup Configuration 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 Configuring Calling Restrictions Available restrictions on outgoing calls from extensions range from no restrictions to allowing internal calls only. System calling restrictions, discussed under “Defining System Call Restrictions” on page 31, specify global restrictions for all extensions, and you cannot override the system settings when you configure extensions.
Extension and Workgroup Configuration Setting Call Restriction Options You can use one of the following options in setting restrictions on an extension or on multiple extensions using Apply to…. • No Restrictions on Outcalls. • Internal Calls Only—extension-to-extension. • Internal and Local Calls Only—extension-to-extension and local calls only.
Setting Answering Options Setting Answering Options Answering options include forwarding, handing busy calls, handling noanswers, workgroup call handling, and other options. Which options are available depends on the type of extension. Workgroup pilots, 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 page 86 for more information on using Apply to….
Extension and Workgroup 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 1-Hop Limit to Call Forwarding There is a “1-hop” limit to call forwarding. For example, ext. 101 forwards to ext. 102, and Ext. 102 forwards to ext. 103. A call to ext. 101 will ring ext.102 but will not re-forward to ext. 103 because of the 1-hop limit. Instead, if ext.
Setting Answering Options Handling Busy Calls You have several options for handling calls while the extension is busy, and again, the options vary depending on the extension type. If you do not enable busy call handling, the caller simply hears a busy signal. To enable the options, select the Enable Busy Call Handling check box, then select from the following options: Forward to Extension—Select an extension number in the drop-down list. See “A 1-Hop Limit to Call Forwarding” on page 112.
Extension and Workgroup Configuration Handling Unanswered Calls The No Answer Call Handling provide options for handling calls when no one answers the extension within a specified number of rings. Except for Enabling One Number Access, these options are not available to virtual extensions. The options are somewhat different in the physical and workgroup extensions of the window. To enable these options, select Enable No Answer Handling box.
Setting Answering Options Enabling RNA Log Out This “Ring No Answer” check box option is available only to workgroups, and only when Enable No Answer Handling is selected. When a workgroup member's extension is rung and there is no answer, that member extension is automatically logged out of the workgroup.
Extension and Workgroup Configuration Configuring One Number Access One Number Access (ONA) allows you to identify specified callers to be connected to the user without having to dial more than one number. The system searches for the caller and, if a match is found, searches for the user through specified forwarding numbers and connects the call if possible. If the system is unable to connect the call, it is sent to the extension user’s voice mail.
Configuring One Number Access You can use Apply to… to apply some ONA settings to one, some, or all extensions of the same type—physical to physical, workgroup to workgroup, etc., but only if the extensions are ONA enabled in the Answering window. See page 86 for more information on using Apply to….
Extension and Workgroup Configuration Caller ID verification entries should be complete phone numbers. • Domestic long distance should be the area code + a seven digit number. • Local numbers should be the seven digit number alone. 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.
Setting Monitor Lists Setting Monitor Lists The Monitoring List window provides for setting up lists of extensions for which call processing events can be monitored by the user at a selected extension. Once this monitoring list is established, the application logging into an extension can receive AltiLink Plus events for the monitored extensions. The monitored list is available in the AltiView monitor selection panel. This function is available to physical extensions only.
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CHAPTER 6 Out Call Routing Configuration Out Call Routing Configuration allows you to define default routes for outgoing calls as well as special routing for specific prefixes. A route definition consists essentially of a name and a group of trunks, listed in the order accessed for outgoing calls. You can assign different routing configurations—lists of route definitions—to local, national, international, and 911 outgoing calls.
Out Call Routing Configuration 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. Here’s an example of the window. Figure 47.
Working with Route Definitions Adding Route Definitions To add a route definition, click the Add button under the route definition list. A dialog box appears: Figure 48. 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.
Out Call Routing Configuration The Member Trunks list 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). The Not Member list displays the trunks, along with trunk location and type, that are not assigned to the selected route.
Setting Default Routes Setting Default Routes The Default Routes function allows you to create default routes for four types of outgoing calls: local, long distance, international, and 911.The default routes are used for all Out Call Routing dialing except for special routing defined on the Dialing Pattern window described later in this chapter. Click the Default Routes tab in the Out Call Routing Configuration window to display the Default Routes window. Here’s an example: Out Call Routing Figure 49.
Out Call Routing Configuration About Call Routing and 911 Calls If you use Call Routing for 911, make sure that the default 911 route is configured to the route that can accept 911 calling capability. Failing to do so may cause 911 direct dialing failure. You can leave 911 default not configured, in which case you need to let all extension users know that they need to dial 9+911 to call 911.
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 the discussion on page 121, 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. 2. Type in a Prefix number, select the pattern length, then click OK. 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.
CHAPTER 7 Auto Attendant Configuration Auto Attendants perform simple call processing tasks such as transferring calls to extensions to AltiMail or the operator, or giving information and secondary options. It can also provide general information that is frequently asked such as company address. Auto Attendants allow multiple incoming calls to be answered simultaneously. In a call-heavy environment the Auto Attendant can greatly reduce the number of calls that need to be handled by the operator.
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 Digit Reserved for Extensions (no prompts) Collect Extension 1 Installation Call Extension (Workgroup 350) Collect Extension 2 4 Express Support Expand Tree (No. 110) Board Support Call Extension (Workgroup 360) 3 5 Sales 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 under “Editing Auto Attendants” beginning on the next page. 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.
Auto Attendant Configuration Editing Auto Attendants To edit an Auto Attendant, select Auto Attendant Select… from the Management menu, or select Auto Attendant Select from the Quick Access Toolbar. When the Auto Attendant Select window appears, select an Auto Attendant in the list and click the Edit button. This opens the Auto Attendant window with the Auto Attendant you selected in the title bar. In this example, the Actions drop-down list is open to show some of the available options. Figure 52.
Editing Auto Attendants 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. • The Item—an informational display of the level and item you’re working with.
Auto Attendant Configuration • 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 137 to see the script of this prompt and other AltiGen-supplied pre-recorded 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.
Editing Auto Attendants Table 7-1.
Auto Attendant Configuration 1. Selecting the Collect Digit action, you first set the following additional parameters: Figure 53. 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.
Phrase Management Phrase Management You may want to record unique phrases to customize an Auto Attendant or a workgroup. When the system is configured to answer incoming calls by the Auto Attendant, callers hear a customized greeting. For example: “Thank you for calling ABC Company. Enter the extension number of the person you wish to speak with. Press 1 for sales, Press 2 for technical support, Press 3 for accounts payable, Press 0 to reach the operator, To repeat this menu, press star (*).
Auto Attendant Configuration Phrase # Phrase 0295 Thank you for your patience. We should be with you soon. 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. 0296 We apologize for the extended delay, but our current call load is abnormally high. Remember, you may leave a message by pressing the # key on your telephone and we will get right back to you.
Phrase Management Using Professionally Recorded Phrases Recording studios such as Worldly Voices (see AltiGen’s Support Page at http://www.altigen.com/support/home.html for more information) provide professionally recorded prompts as electronic files that can be installed and used on AltiServ. AltiGen provides a utility to convert these files into the proper AltiServ format. Some recording studios provide the conversion service for an additional fee.
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Audio Peripheral Configuration CHAPTER 8 Additional Setup The following areas are additional system features that need to be configured through the Management menu. Audio Peripheral Configuration The Audio Peripheral Configuration window, shown in Figure 54, 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.
MVIP Clock 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 the FLASH or LINK button. If the user presses the HOLD button, the caller hears nothing. To configure music on hold, open the Audio Peripheral Configuration window as discussed on the previous page.
Feature Tips Figure 55 shows the Clock Configuration dialog box which allows the system administrator to automatically or manually choose the master board. Figure 55. Clock Configuration dialog box By default, the setting of the clock configuration is set to Auto. This means that the system automatically checks all the boards for the most stable clock and designates that board as the master reference clock by which all other boards reference their clocks. It is recommended that you use the Auto setting.
Feature Tips You may, however, want to completely disable this feature for all users. To disable Feature Tips system-wide, follow the steps below: 1. Select Run from the Start menu and enter regedit to open the Registry Editor. Caution should be used when working with the Windows Registry! Changing the registry can affect the configuration of your system. AltiGen recommends making a backup copy of the registry before making any changes. 2.
Using Backup and Restore CHAPTER 9 System Data Management Using Backup and Restore 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.
System Data Management Backing up Files To backup files immediately: 1. Open the System Data Management window as described on the preceding page, then select the Backup icon to view the Backup Configuration dialog box. Figure 57. 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.
Scheduling Backups 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 on the preceding page, then select the Schedule icon to view the Backup Schedules dialog box. Here’s an example: Figure 58. Backup Schedules window 2. Set the options: • Select the checkbox for each day of the week you want run the backup.
System Data Management Restoring Backed up Files To restore the backed up files: 1. Open the System Data Management window as described on the preceding page, then select the Restore icon to view the Restore Configuration dialog box. Here’s an example: Figure 59. Restore Configuration window 2. Under Components, select the file groups you want to restore. 3. Using the Restore From drop-down list, elect the day you want to restore from, or select Advance to choose the restore folder.
System Summary Report CHAPTER 10 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 The System Summary report provides summary information on extensions, trunks, and workgroups configured in the system.
System Report Management 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 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. To view the System Log, select the Report menu from the Main Menu bar, and then select System Log from the drop-down list, or select the System Log icon from the Quick Access Toolbar. You can also view the system log by running the LogViewer.exe program in the \altiserv\exe folder. Figure 61.
System Report Management 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. Figure 62. IP Cumulative Traffic Statistics window This window displays the following data: • Internet Address - displays the IP address or fully qualified DNS name of the remote location.
IP Cumulative Traffic Statistics The difference between the IP Trunk Current Traffic Statistics window and the IP Cumulative Traffic Statistics window (referred to in Chapter 3 of the Getting Started Manual) is that the former shows figures only for the active call (Current Traffic) on a particular IP trunk of the local AltiServ system while the other window shows figures for all calls combined (Cumulative Traffic) to and from remote AltiServ locations.
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Network Protocol and Addressing CHAPTER 11 Data and Internet Integration This chapter describes how to integrate AltiServ with the Internet and data communications. It will cover the following areas: • E-mail • 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.
Data and Internet Integration 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.
Network Protocol and Addressing 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.
Data and Internet Integration 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.
Setting Up Email Service Setting Up Email Service There are some basic requirements that must be met in order to access Mixed-Media Messaging using email over the AltiServ system.
Data and Internet Integration Step 2: Setup the Router Install the router on the LAN. The router is the gateway to another LAN or to the Internet. 1. Specify a router that is on the same LAN as the AltiServ server, such as ISDN or T1. 2. Assign an IP address (one of the block of IP addresses obtained from the ISP to the router). This becomes the gateway router address. Step 3: Configure TCP/IP Properties Configure the TCP/IP protocol parameters. 1.
Setting Up Email Service Figure 63.
Data and Internet Integration 2. Display the TCP/IP Properties window to define TCP/IP parameters. By double-clicking on the TCP/IP Protocol selection, you will display the window shown in Figure 64, where you configure the IP Address, Subnet Mask, and Default Gateway (router). Figure 64. • 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.
Setting Up Email Service 3. Domain Name System - select the DNS tab at the top of the TCP/IP Properties window, as shown in Figure 65. You must configure the DNS tab if you want to exchange email through the Internet. Configure the following: — Host Name - enter the name of the server (example: melody) — Domain - enter the domain name (example: altigen.com) — DNS Service Search Order - enter the IP address of either your own or your ISP’s Domain Name Server. — Select the OK button. 4.
Data and Internet Integration 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. Your AltiServ’s IP address - e.g. 200.133.204.2 Step 5: Configure Email in AltiWare Administrator To configure the AltiServ for email service: 1.
Setting Up Email Service • Select the Allow Inbound Internet Mail box 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.
Data and Internet Integration Setting Up LAN and Internet Email on the Client To set up the client side of the LAN: 1. Configure the following client TCP/IP Properties (see Figure 64 on page 162): — IP Address — Subnet Mask — Default Gateway 2. On the DNS tab of TCP/IP Properties, enter the following (see Figure 65 on page 163): — Host Name — Domain — DNS Service Search Order 3. Configure the following mail server parameters of the email client application: — Enter the Mail Server (POP3) User Name.
Setting Up Email Service Figure 66. Netscape Mail Server Setup 4. Set up helper applications and general preferences for the email client application (i.e. associates the.WAV files with sound recorder application). LAN and Internet email setup is complete.
Data and Internet Integration Setting up an Exchange Server This section provides you with step-by-step instructions to configure the Exchange Integration feature in AltiWare OE. In the example that follows, the AltiServ system is called TELESYSTEM, and the Exchange Server is called MAILSERVER, and both systems belong to the NT domain called ALTICHINA.
Setting up an Exchange Server Prerequisites It is assumed that you already have prepared two NT servers—one with the AltiWare OE software and the other with Exchange Server software. On the AltiServ System You need to have Windows NT 4.0 with Service Pack 6a or higher. Check the version of NT by clicking the Start button, select Run, and type winver in the Run dialog box. This action should bring up a About Windows NT dialog box that displays the version of NT running on your system.
Data and Internet Integration To verify this, select Start ➜ Control Panel ➜ Services. A Windows Services dialog box will be shown, as in this example. Figure 67. Windows Service window Select AltiGen Switching Service COM Server from the control panel of Altiserv. Highlight the AltiGen Switching Service Com Server and click the Startup button. A Service startup options dialog box will popup: Figure 68.
Setting up an Exchange Server Complete the entries in this dialog box as follows: • In the Log On As group, This Account should be checked and \AltiGen_ should be set 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.
Data and Internet Integration Exchange Server Services Must be Started Check that all Exchange Server Services have started by opening the Control Panel and clicking the Services icon to view the Services window. Figure 69.
Setting up an Exchange Server Open the Exchange Administrator on the Exchange Server. (Open Microsoft Exchange Administrator and do the following: 1. Select New Mailbox from the File menu. 2. Input a mailbox name, for example, first name AltiGen, last name Assist, display name AltiGen Assist and alias name AltiGenA. 3. Click the Primary Windows NT Account button and in the dialog box, select \AltiGen_ (e.g. AltiGen_telesystem).
Data and Internet Integration Microsoft Exchange Administrator Configuration In Microsoft Exchange Administrator, highlight the Organization container. (Organization is the top item in the hierarchy on the left of the Exchange Admin window). Figure 71. Microsoft Exchange Administrator Select Properties on the File menu, then click Permissions to get a window such as the following: Figure 72.
Setting up an Exchange Server Do the following: 1. Add \AltiGen_ (e.g. AltiGen_telesystem) account to the account list. 2. Change the accounts role to Service Account Admin by selecting Service Account Admin from the Roles combo box.(see figure 1). Repeat the above two steps to is process for the Domain and Configuration containers. The name of Site is ITGTEST1. The name of Configuration is Configuration.
Data and Internet Integration 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. Figure 73. Outlook setup, Exchange Server Name and Mailbox In the above dialog box type in values for the Microsoft Exchange Server and Mailbox. Enter the name of the Exchange server, and enter the test mailbox we created (AltiGen Assist) in the Mailbox field.
Setting up an Exchange Server Check to see that Outlook 2000 is in the mode of Corporate or Workgroup Start Outlook 2000. Choose Select Tools from the menu options. Figure 74. 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.
Data and Internet Integration Click Options… to open the Options dialog box, and select Mail Delivery if under Internet Only mode (or Mail Services if under Corporate or Workgroup mode). Figure 75. Outlook Options Click button Reconfigure Mail Support… to open the E-mail Service Options dialog. Figure 76. Email Service Options You can see there are two options you can choose. Please select Corporate or Workgroup and click Next. When a dialog box pop up, click Yes.
Setting up an Exchange Server Configuring an Outlook 2000 Profile Start Outlook 2000. Select Services… on the Tools menu to open the Services dialog box. Figure 77. Outlook Services If Microsoft Exchange Server is in the list of services in this profile, you can go skip to the next set of steps. If Microsoft Exchange Server is not in the list of services, proceed as follows: 1. Click Add to open Add Service to Profile dialog box.
Data and Internet Integration 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. Click the Check Name button. If you entered valid values, the names will be underlined and the Check Name button will be grayed out. Click the Apply and then OK. You will see Microsoft Exchange Server in the list in the Services window.
Setting up an Exchange Server From the Extension Configuration General window (example below), select an extension that needs to be synchronized with Exchange. Type in the First Name and Last Name exactly as they appear in the corresponding Exchange mailbox in the Global Address List of the Exchange Server. Figure 79. General Window, Extension Configuration Make sure that the E-mail Name field contains alphanumeric characters only and does not contain other characters such as spaces ( ) or periods (‘.).
Data and Internet Integration Important: The Middle Initial field should be empty for Exchange Server mail accounts in order for Exchange Integration to work properly. Figure 80. Mail account configuration in Exchange Administrator You should use these preceding steps to double check the synchronization of all mailbox names used jointly by AltiServ and Exchange Server.
Setting up an Exchange Server Enable the Exchange Integration feature in AltiAdmin In AltiAdmin select System Configuration from the System Management menu. Select the Messaging tab and under the E-mail Messaging Options, check the Synchronize with Exchange Server box only. Figure 81. Messaging window, System Configuration Enter the name of the Exchange Server (e.g. MAILSERVER) in the space provided and click Apply.
Data and Internet Integration Test Message Delivery to Exchange: Leave a voice mail for extension 100. The message light should illuminate. 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. Message State Change Notification Log in to extension 100s voice mail from a phone. The message you left in in the preceding step should be there as a new message.
Setting up an Exchange Server 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. Remove all the profiles like AltiExch (e.g. AltiExchMAILSERVERAmyLee). 3. Delete all the files under \Altiserv\db\SynchStorage* (e.g. SynchStorageExt100) 4.
Data and Internet Integration 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. The configuration settings differ depending on the version of the Microsoft Internet Services Manager you are running and whether AltiServ is running on Windows NT or Windows 2000.
CDR Format Elements APPENDIX A Call Accounting Report Formats CDR Format Elements CDR Data Keys Database Element Definition Length Node ID Unique server node ID ULONG Session ID Number Unique session ID on the source Node ULONG Link Session Node ID Reserved ULONG Link Session ID Num Reserved ULONG MoreThan2WG Indicates that a call handled by more than 2 workgroups UBYTE Transfer Trunk Number If the call is transferred out of the system, this field shows destination number; otherwise, i
Call Accounting Report Formats CDR Data Keys Trunk Remote Number Trunk destination number for outgoing call Caller ID (ANI) for incoming call IP address of far-end system for both incoming and outgoing call UCHAR (41) Trunk Remote Extension Number Far-end extension number for an IP call UCHAR (21) Trunk DNIS Number DNIS number user dialed UCHAR (41) Trunk Type Type of trunk UBYTE Trunk Route Out call route table name an outgoing call has taken UCHAR (31) Trunk Overflow Route 1 Overflow out
CDR Format Elements CDR Data Keys Reserved UCHAR (21) Party1Type Identifies type of extension UBYTE 0x01 – Analog 0x02 – IP 0x04 – Wireless Party1Pad Physical address of the extension UCHAR (5) “0004” Party1WGNumber Workgroup number the caller reached UCHAR (21) Party1WGQueuing Time Timestamp as to when call entered a queue for this workgroup number ULONG Party1WGAnswerT ime Timestamp as to when an agent answered the call ULONG Party1WGEndServi ceTime Timestamp as to when a call has bee
Call Accounting Report Formats CDR Data Keys Second Answering Party Party2Reserve1 Reserved UCHAR (16) Party2Number Extension number UCHAR (21) Party2Reserve2 Reserved UCHAR (21) Party2Type Identifies type of extension UBYTE Party2Pad Physical address of the extension UCHAR (5) Party2WGNumber Workgroup number that the call being transferred UCHAR (21) Party2WGQueuing Time Timestamp when call entered a queue for this workgroup number ULONG Party2WGAnswerT ime Timestamp as to when an ag
CDR Format Elements CDR Data Keys Other Time Stamps TmeStamp when the trunk was seized by an incoming or outgoing call ULONG End Time (of call; start time of wrap up) TimeStamp when the trunk was released by an incoming or outgoing call, and If an agent has wrap up setting, it is the starting time of wrap up state for an incoming call ULONG WG Wrap Up Time TimeStamp when an agent extension within a workgroup goes out of wrap up state ULONG VM Start Time TimeStamp indicating when a caller left a vo
Call Accounting Report Formats CDR Data Keys Exit State Under what condition was the call terminated ULONG URL URL when ‘call’ is initiated by a web user clicking the make-call button UCHAR (129) User Data Data input provided by the caller in response to an auto-Attendant prompt, or data supplied by an agent desktop application over AltiLink Plus. UCHAR (129) 192 AltiWare OE System Administration Manual 0x0001 – All 0x0002 – Auto Atdn 0x0004 – RNA 0x0008 – WG Queue 0x0010 – VM No Rec.
SMDR Reporting Format SMDR Reporting Format Besides the CDR format, AltiServ reports telephone information in the Station Message Detail Reporting (SMDR) format to an application through the COM port. The SMDR format and sample entries for the specification are described below.
Call Accounting Report Formats Extension Calls Out Format: 09/01 08:12P 00:00:33 109 (Start, Length) 2526352 Field (0, 1) space (1, 5) date (6, 1) space (7, 6) start time (13, 1) space (14, 8) duration (22, 1) space (23, 4) calling party (27, 6) space (33, 26) called number (59, 2) space (61, 4) trunk PAD number (72, 8) account code (80, 1) delimiter 0411 Format 12345678 : Notes mm/dd hh:mmP P = pm, A = am hh:mm:ss xxyy x = board numb. y = channel numb.
SMDR Reporting Format From Extension A Extension A: 100 Extension B: 111 Outside #: 3210002: 1 Dial out 11/18 05:53P 00:00:28 100 3210002 0100 2 Ext B fwd to Trk Y 11/18 05:55P 00:00:21 100 3210002 0001 3 Ext B ONA to Trk Y 11/18 05:57P 00:00:17 100 3210002 0100 4 VM make call to Trk Y 1/18 05:58P 00:00:15 100 3210002 0001 5 ### to Ext B (WG B, Virtual B) and VM make call 11/18 05:59P 00:00:23 111 3210002 0100 6 Ext B S-transfer to Trk Y* (see examples) 11/18 06:00P 00:00:22 111
Call Accounting Report Formats From Trunk B Extension B: 100 Trunk X: 3210001 Trunk Y: 3210002: Calls Initiated by Trunk X to Extension B (Column B) 1 Dial in 11/18 06:11P 00:00:07 0100 3210001 100 2 Ext B fwd to Trk Y 11/18 06:13P 00:00:35 0100 11/18 06:13P 00:00:25 TRK0 3210001 3210002 100 0001 3 Ext B ONA to Trk Y 11/18 06:15P 00:00:12 0100 11/18 06:16P 00:00:00 0100 3210001 3210001 100 4 VM make call to Trk Y 11/18 06:18P 00:00:29 100 11/18 06:18P 00:00:58 0100 3210001 3210001 100 10
Registration & Technical Support APPENDIX B Registration & Technical Support This appendix describes AltiServ technical support policy and procedures. It also covers repair and replacement procedures that the user should follow when returning or replacing defective equipment. • Request for RMA Number • Request for Technical Support • Product Registration Registration Register your product to receive software updates and new product announcements.
Registration & 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.
Registration & Technical Support How To Reach AltiGen Technical Support Contact AltiGen technical support by any of the following methods: • SEND E-MAIL TO: support@altigen.com. Messages are checked on a daily basis. • SEND A FAX TO 510-252-9738, ATTENTION: Technical Support. Use the Technical Support Request Fax Form (see “Request for Technical Support” on page 202). Tech Support on AltiGen’s Web Site AltiGen’s web site is located at http://www.altigen.com.
Registration & Technical Support 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 1-888-ALTIGEN (258-4436) or faxing an RMA form (See Appendix D) to 510-252-9738, attention to Customer Service. AltiGen reserves the right to refuse return of any material that does not have an RMA number. The RMA number should be clearly marked on the outside of the box in which the material is being returned.
Registration & Technical Support RMA Fax Form Request For RMA Number DATE:____________________________________________________ TO: AltiGen Communications Customer Support FAX: 510-252-9738 COMPANY:________________________________________________ PHONE NUMBER:__________________________________________ FAX NUMBER:____________________________________________ PRODUCT SERIAL NUMBER:_______________________________ (Please use one form per requested unit) DESCRIPTION OF PROBLEM AND REASON FOR RETURN _____
Registration & Technical Support Technical Support Fax Form Request for Technical Support DATE:____________________________________________________ TO: AltiGen Technical Support FAX: 510-252-9738 FROM:____________________________________________________ COMPANY:_______________________________________________ PHONE NUMBER:_________________________________________ PRODUCT SERIAL NUMBER:________________________________ DESCRIPTION OF PROBLEM _________________________________________________ _________
Registration & Technical Support Registration Fax Form Product Registration Form DATE:____________________________________________________ TO: AltiGen Customer Service FAX: 510-252-9738 COMPANY:_______________________________________________ ADDRESS:_________________________________________________ ________________________________________________ ________________________________________________ PHONE NUMBER:__________________________________________ COMPANY TYPE/INDUSTRY:___________________________
Registration & Technical Support 204 AltiWare OE System Administration Manual
Glossary C 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.
Glossary C card - printed circuit assembly. CCIS - Common Channel Interoffice Signaling. A method of carrying telephone signalling 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.
Glossary D database - a collection of related data which 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.
Glossary 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. escalation - to expand step-by-step from a limited or local issue to higher level. Ethernet - a communications protocol used in local area networks to connect computers, terminals, printers, etc.
Glossary function - a specific purpose of an entity, or its characteristic action. In computer programming, a synonym for procedure. FXS - Foreign Exchange Subscriber. An analog interface for direct connection of a telephone set to a digital multiplexer. G GMT - Greenwich Mean Time. Mean solar time of the meridian at Greenwich, England, used as the basis for standard time throughout the world.
Glossary J jack - the mate for a plug. Used to connect two pieces of equipment together. 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.
Glossary module - a compact assembly that is a component of a larger unit in electronics. A detachable section, compartment or unit with a specific purpose or function. mounting panel - the panel used to mount the connection panels to a wall. ms - millisecond. MVIP - Multi-Vendor Integration Protocol. N network - A configuration of data processing and/or telecommunication devices and software connected for information exchange.
Glossary option - a selection from several possibilities. OSI - Open Systems Interconnection. A software model defined by the International Standards Organization that standardizes levels of service and types of interaction for networked computers. The OSI reference model defines seven layers of computer communication and what each layer is responsible for.
Glossary Private Network - A series of offices connected together by leased and non-leased telephone lines, with switching facilities and transmission equipment owned and operated by the user or by the carrier and leased to the user. process - a logical division of labor in an operating system.
Glossary S save - to retain data by placing it in memory or by copying it from one storage device to another. SDMF - Single Data Message Format server - a process with one or more threads that accepts requests from client processes. It implements a set of services that it makes available to clients running either on the same computer or possibly on various computers in a distributed network. slot - a numbered division of a computer in which a printed circuit card is located.
Glossary transfer - this feature redirects a call to another extension, AltiMail, or operator. trunk - one of the cables which contain numerous shared telephone circuits used to interconnect telephone switching centers. trunk access code - the prefix digit (i.e. 9) dialed to access a trunk line and dial an external phone number. trunk group - trunks of a common type, given an identity to distinguish between different types of connecting facilities. U UCA - Universal Communication Architecture.
Glossary workgroup pilot number - an extension designated to a workgroup that is not associated with a physical port and may consist of up to 64 members. When the pilot number is dialed, the call is distributed to the workgroup members. World Wide Web - A network of Internet servers that can provide browser information in the form of “web pages” to web clients such as Netscape Navigator.
Index D Index Numerics 3rd-Party External CDR 35 A AltiWare OE System Administration Manual 217 Index access restriction 14 access code 71 account code 4 ACD 18 call handling 115 address AltiGen Communications, Inc. ii IP 162 network 156 administration AltiServ 21 remote 18 alternate mark inversion (AMI) 63 AltiAdmin 18 AltiConsole 19, 205 AltiGen Communications, Inc.
Index B B Channel 65 B8ZS (Binary 8 Zero Substitution) 63 backing up files 146 back-to-back T1 clock master 64 backup system data 145 Bell 64 binary 8 zero substitution (B8Z8) 63 blocking all outgoing calls 32 blocking calls 32 board Quantum 55 Triton Analog Station 57 Triton Resource 54 Triton T1/PRI 59 Triton VoIP 58 board configuration 53 – 68 bridge, conference 23 business hours 4, 27 24-hour business hour setup 28 busy call handling 111, 113 C call accounting report 35 call management setup in AltiRe
Index Quantum board 55 system business hours 27 call restrictions 31 extension length 25 first digit assignment 25 numbering plan 24 work days 28 system speed dialing 29 TCP/IP 160 Triton Analog Station Board 57 Triton T1/PRI Board 59 Triton VoIP Board 58 confirm callback number 104 Country 22 cumulative IP traffic statistics 152 D echo suppression 17 EIAssist 168 e-mail 38, 166 client setup 166 forwarding 13 integration with Exchange server 38 Internet 159 name 90 setup 159 email messaging options 38 e-m
Index outgoing call restrictions 109 physical extension 85, 212 send notification 108 speed dial 101 types defined 85 virtual 8, 85 definition 215 workgroup pilot number 85 extension configuration 85 – 119 extension length 25 external logging 35 H F impedance 74, 209 incoming call handling 81 incoming ring type 75 information only mailbox 12, 103 integrating Exchange Server 168 – 185 integration administration 17 Exchange 13 VoIP gateway 16 intercom distinctive call waiting 6 hands free mode 6 internal C
Index J Jam Bit 8 63 jitter average statistic buffer 18, 76 152 K keys, CDR data elements 187 – 196 L line properties Quantum 92 local logging 34 local port 35 login workgroup 9 logoff reason code 51 logout workgroup 9 loop start 74, 210 M N N12-PRI 66 network address 156 client setup 166 definition 155, 211 domain name 159 e-mail 159 Internet service provider 159 local address 157 AltiWare OE System Administration Manual 221 Index mail forwarding 13 mailbox information only 12, 103 size 104 mailbo
Index mixed-media messaging 157 helper applications 157 multiple AltiServ systems 16 protocol 155 IMAP4 156 TCP/IP 156, 160 transport 155 server side setup 159 networking MIME 157 protocol POP3 156 SMTP 156 no answer handling 114 North American Numbering Plan 211 notification message 106 e-mail 107 schedule 108 notification type and timing 108 NT DMS-100 PRI 66 numbering plan 24 O One Number Access 6, 18, 114, 116, 211 Operator Extension 23 operator workgroup 23 optional add-on software 19 out call routing
Index prefix system prohibited 32 toll call 32 pre-recorded prompts 138 PRI ISDN Numbering Plan 66 product registration 197 form 203 prompt auto attendant 134 prompts 137 greeting and update 142 multiple workgroup prompts 8 protocol 155 definition 155 IMAP4 156 POP3 156, 212 SMTP 156 TCP/IP 156, 160 TCP/IP configuration 160 transport protocol 155 push web URL 134 Q Quantum line properties 92 trunk properties 74 Quantum Board configuration 55 on-board telephony power supply 3 Rev D 3 Quantum card overview 1
Index services SMTP/POP3 38 services menu system data management 145 session CDR records 196 setting up 101 business hours 27 email 159 LAN E-mail 159 server side 159 system numbering plan 24 trunk attributes 71 setting up extensions 87 SF (Superframe Format) 63 signaling protocol T1 78 silence detection 17 silence suppression 17, 76 single data message format (SDMF) 93 SMDR Report Format 193 SMTP 38, 156 SMTP service 38 Span Types 65 speed dial 7 station 101 speed dialing 18 configuration 29 split area cod
Index Quantum 74 Triton T1/PRI 78 Triton VoIP 76 VoIP 76 Trunk View window 69 trunk, number plan 26 trunks setting up attributes 71 trunks, tie 33 U unanswered calls 114 update prompts 142 utility exchange server integration 168 V virtual extension 85 definition 215 voice compression 17 encoding 17 quality 17 voice mail call forwarding from 11 distribution list 11, 15 forwarding 13 making calls from 110 voice messaging 36 features 11 message notification 12 reminder calls 12 zoomerang 11 voice over IP fea
Index W Wink Start 74 work days 28 workgroup agent login/logout 9 answer handling 115 barge in 10 call pickup 9 call routing 9 CDR Search 10 defined 85 log off reason codes 9 multiple membership of 9 multiple queue announcements 8 pilot number 85, 212 silent monitoring 9 workgroup configuration 85 – 119 Z zero code suppression 63 Bell 64 GTE 63 Jam Bit 8 63 Zoomerang 18 226 AltiWare OE System Administration Manual
E Readers Comment Form AltiWare OE Release 4.0 System 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. 47427 Fremont Blvd. Fremont, CA 94538 Or Call us at: (510) 252 - 9712 Fax us at: (510) 252 - 9738 E-Mail us at: docs@altigen.
