ACM Administration Manual MAXCS Release 7.
WARNING! Toll fraud is committed when individuals unlawfully gain access to customer telecommunication systems. This is a criminal offense. Currently, we do not know of any telecommunications system that is immune to this type of criminal activity. AltiGen Communications, Inc. will not accept liability for any damages, including long distance charges, which result from unauthorized and/or unlawful use. Although AltiGen Communications, Inc.
Contents ABOUT THIS DOCUMENTATION. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Related Publications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 CHAPTER 1 New Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3 Enhancements Included in MAXCS Release 7.5 . . Features No Longer Supported in Release 7.5 . Additional Changes in Release 7.5 . . . . . . . . . Enhancements Included in Release 7.
Assigning Seat-Based Client Licenses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42 Stopping the AltiGen Switching Service . . . . . . . . . . . . . . . . . . . . . . . . . . . 43 Programs Available from the Windows Start Menu . . . . . . . . . . . . . . . . . . . . 44 CHAPTER 4 System Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45 Setting General Parameters . . . . . . . . . . . . . . . . . . . . . . Setting a System Number Plan . . . . . . . . . . . . .
Gateway Configuration Tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73 Configuring the Applications Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74 CHAPTER 6 Voice Mail Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .75 Managing Messages . . . . . . . . . . . . . . . Setting Message Notification Retries . . Setting Message Management Options Setting Message Recording Options . .
CHAPTER 10 Application Extension Configuration . . . . . . . . . . . . . . . . . . . . . . 105 Application Extension Setup Application Failover Plan . Application Information . . Readying the Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
If You Don’t Have the Milli-Watt Incoming Call Routing . . . . . . . . Regular Trunk Calls. . . . . . . . . Web IP Calls . . . . . . . . . . . . . Outgoing Call Blocking . . . . . . . . Test Number .......... .......... .......... .......... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Setting Mailbox Capacities . . . . . . . . . . . . Setting Message Notification Options . . . . . . Setting the Message Types for Notification . Emergency Notification . . . . . . . . . . . . . . Unusual VM Activity Notification . . . . . . . . Setting the Type of Notification. . . . . . . . . Setting Notification Timing . . . . . . . . . . . . Setting Notification Business Hours . . . . . . Enabling Message Notification. . . . . . . . . . Configuring Calling Restrictions . . . . . . . . . .
CHAPTER 18 Mobile Extension Configuration . . . . . . . . . . . . . . . . . . . . . . . . . .221 MobileExtSP Board Overview . . . . . . . . . . . . . . . . . . . Configuring the MobileExtSP Board . . . . . . . . . . . . . . . Configuring an Extension as a Mobile Extension . . . . . . Additional Configuration for MaxMobile Communicator Voice Mail for Mobile Extensions . . . . . . . . . . . . . . . . . Mobile Extension Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
CHAPTER 21 Line Park Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 249 Implementation notes . . . . . . Configuring Line Park . . . . . . . Setting Up a Line Park Group Deleting a Line Park Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Queue Management – Basic . . . . . . Setting Queue Phrase Options . . . Queue Announcement . . . . . . . . . Expected Wait Time Sampling . . . Queue Overflow Forwarding . . . . . Quit Queue Option . . . . . . . . . . . Priority Promotion. . . . . . . . . . . . Supervisor Queue Control . . . . . . Queue Management – Advanced . . . Announcement . . . . . . . . . . . . . . Menu Selection. . . . . . . . . . . . . . Queue Overflow . . . . . . . . . . . . .
Ethernet II Framing Header . . . . . . . . . . . . . . . . . . Enabling VLAN . . . . . . . . . . . . . . . . . . . . . . . . . . . WAN Bandwidth . . . . . . . . . . . . . . . . . . . . . . . . . . . WAN Router Configuration . . . . . . . . . . . . . . . . . . . . Firewall Configuration . . . . . . . . . . . . . . . . . . . . . . . Network Using NAT . . . . . . . . . . . . . . . . . . . . . . . . . Network Configuration Guidelines for AltiGen IP Phones Configuration Guidelines for NAT . . . . . . . . . . . .
IP Cumulative Traffic Statistics . . . . . . . Resetting Cumulative Statistics . . . . . Using SNMP . . . . . . . . . . . . . . . . . . . . SNMP Management Console . . . . . . . . Configuring MAXCS for SNMP . . . . . . . List of Traps Sent . . . . . . . . . . . . . . . Additional Traps Included with Release ... ... ... ... ... ... 7.5 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Parameters for Trace Collector . . . . . . . . . . . . Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . Network Log for AltiGen IP Phones . . . . . . . . . . Voice File Converter . . . . . . . . . . . . . . . . . . . . . Read Config . . . . . . . . . . . . . . . . . . . . . . . . . . Work/Hunt Group Converter . . . . . . . . . . . . . . . Exporting and Importing Extensions . . . . . . . . . Importing Extensions from a .csv File . . . . . . .
APPENDIX D Technical Support & Product Repair Services . . . . . . . . . . . . . . . .419 Technical Support Eligibility . . . . . . . . . . . How To Reach AltiGen Technical Support . Product Repair . . . . . . . . . . . . . . . . . . . . Technical Training for Administrators . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
xiv MaxCS 7.
About This Documentation This manual is designed for AltiGen Partners, administrators, and technicians who are responsible for configuration and administration of a MaxCS 7.5 system. Related Publications Related MaxCS documentation, which you can find on the AltiGen Communications web site: • MaxCS 7.5 All Software Solution Deployment Guide • MaxCS 7.5 Upgrade Guidelines • MaxCS 7.
2 MaxCS 7.
CHAPTER 1 New Features This section describes features that have been added or enhanced since MAXCS Release 6.0. Enhancements Included in MAXCS Release 7.5 The MAXCS 7.5 release includes enhancements in the following areas (refer to the MaxCS 7.5 New Features Guide or the appropriate chapter or manual for full details): Polycom Enhancements These features, along with provisioning instructions, are covered in the MAXCS 7.5 Polycom Configuration Guide.
Chapter 1: New Features Codec Enhancements Codec enhancements include the following (see Chapter 26, Enterprise VoIP Network Management on page 307 for details): • • • • • G.722 codec support Managing codec priorities Managing IP network bandwidth Codec negotiation Codec preferences for incoming and outgoing SIP trunk calls Media Enhancements Media enhancements include the following (see Chapter 11, Board Configuration on page 109 for details): • Media pass-through (HMCP) • T.
Enhancements Included in Release 7.0 Update 1 Client Enhancements Client Enhancements include the following features: • Handling client calls via some models of Polycom phones (requires an Advanced license) – refer to the MAXCS 7.5 Polycom Reference for details. • Client auto-answer with some models of Polycom phones (requires an Advanced license) – refer to the MAXCS 7.5 Polycom Reference for details. • Synchronize only Private Contact folders (MaxOutlook) Features No Longer Supported in Release 7.
Chapter 1: New Features • Will call the appropriate local PSAP, based upon the phone's physical location. • Will transmit Caller ID details that will help emergency response teams find the right location. Refer to the chapter Location-Based E911 (for Roaming Users) on page 291 for full details. • Salesforce Integration - Salesforce.com provides a CTI toolkit to telephony-enable its cloud-based CRM application. When enabled, a softphone control panel appears in the web browser, for agent call control.
Enhancements Included in Release 7.0 • Block Unauthorized SIP Invite Requests - MaxCS 7.0 Update 1 includes a filter to block unauthorized SIP Invite requests.
Chapter 1: New Features AltiReport Enhancements • • • • Add Logout Reason description and logout duration to Report 1101 Add Total Logout duration to Report 2202 Add Total Ring Time (RT) and Avg Ring time (Avg RT) to Report 2206 Add DNIS description and Filter by MaxCS DNIS option to Report 3101 and 3201 Sightmax • SightMax Integration Miscellaneous • • • • Option to disable trace backup during midnight New VRM conversion library for G.
Enhancements Included in Release 6.7 Enhancements Included in Release 6.7 The following features were added in MAXCS ACM Release 6.
Chapter 1: New Features The AltiGen Custom Phrase Manager is a Windows-based application that makes managing custom phrases easy. It displays all custom phrases in a graphical user interface. You can add or delete a phrase by clicking a button. You also can rename an existing phrase to a meaningful name. An AltiGen SDK license is required to use this tool.
Enhancements Included in Release 6.5 License changes • MaxCall seat and session licenses added Enhancements Included in Release 6.5 The following features were added in MAXCS ACM Release 6.
Chapter 1: New Features • MeetMe conference enhancements Supports 120 MeetMe conference members in one bridge when using an HMCP MeetMe conference resource. If the MeetMe conference has more than 30 members, by default all the members are muted. • SIP Trunk Enhancement Gives the ability to send the Transmitted Caller ID when the extension user makes a call through a SIP trunk, if the SIP trunk service provider supports it.
Enhancements Included in Release 6.0 General • • • • Integration with Exchange 2007 Unified Messaging New client application, MaxCommunicator, replaces AltiView Presence state synchronization with Office Communicator (OCS 2007 client) TAPI 3.1 support (for Vista OS) System Features The following sections list the key features of the MAXCS system.
Chapter 1: New Features Conference Call (Station) - the system supports conference calls with up to 6 parties, including the dialing extension. You can speak privately to each person before adding the person to the conference. The conference initiator can mute conference members from MaxCommunicator and MaxAgent. Conference Call (MeetMe) - multiple parties can call into a pre-scheduled conference bridge to join a conference call. The conference host can mute or drop conference members.
Enhancements Included in Release 6.0 is busy, the next extension is hunted until a free extension is found. If all extensions are busy, the incoming call will be queued and listen to background music. Individual and System Call Pick Up - allows users to answer a ringing telephone from another station. Intercom Call—by pressing #93 on an analog phone, users can make an intercom call to an AltiTouch 510 or an AltiGen IP phone.
Chapter 1: New Features group agents or the person who parked the call can pick it up. Single Call Waiting - allows users to put an existing call on soft hold and take a second call upon hearing a Call Waiting tone. The user can then alternate between the two calls. SIP Third-Party Devices—allows certified third-party SIP devices (for example, a 3rd party IP phone) to register as an IP extension. Note: A license is required to enable this feature for an extension. (Release 5.
Enhancements Included in Release 6.0 the agent finishes an outbound call or other non-workgroup call activity. Login/Logout/Keep Login Status on system startup or reboot - all group members can be set to the “Login” or “Logout” state at system startup or reboot. By default, group members are set to “Keep Login Status.” Multiple Queue Announcements - allows each group to have its own set of unique audio announcements. Up to five announcements can be configured for each group.
Chapter 1: New Features Calls in queue exceed defined limit Longest queue time exceeds defined limit Specified percentage of calls in queue with queue time longer than defined service level threshold Workgroup activity data logging - in addition to CDR data, the following data are logged to a database during workgroup operation: Agent activity - Login, Logout, Not-Ready, Wrapup, DND/FWD, Error Agent’s call summary per workgroup Agent’s call statistics for all workgroups Workgroup operation summary Workgrou
Enhancements Included in Release 6.0 Set Skill Level Requirement - allows the administrator to assign a skill level requirement to an AA menu. Web-based Call Processing - allows the AA to accept calls placed over the AltiWeb application. Voice Mail Features The Voice Mail System is a message management system that provides the calling and the called parties with enhanced communication features.
Chapter 1: New Features who left a message, and then return to the Voice Mail System to continue checking the next messages, all in a single call into the Voice Mail System. If the caller ID information is not captured, the user may enter the “call back” number manually. Internet Integration Features Internet integration features include: Exchange Integration - provides message synchronization between MAXCS and a Microsoft Exchange server on the LAN.
Enhancements Included in Release 6.0 Feature Profiles - allows administrators control over user access to system feature codes. License Assignment - A License menu allows administrators to easily verify and assign licenses. Log In and Log Out - An administrator can log in and log out a workgroup member from the Workgroup Configuration window in MaxAdministrator. Monitor List - lets you configure an extension’s privilege to see other extension’s call activity through MaxCommunicator or MaxAgent.
Chapter 1: New Features H.323 Tie-Trunk Support - Ensures backward compatibility to systems using AltiGen’s AltiWare versions prior to 5.1. IP Extension Auto Failover - when an IP extension is unreachable, the system will automatically fail over to a pre-configured Mobile Extension. IP Group Paging - allows the use of voice paging to IP phone users in a group. NAT Configuration for SIP/H.
Enhancements Included in Release 6.0 update notice from Enterprise Manager to change the routing destination. Global DID Number List - The DID number field is part of the global extension configuration. When a call comes in with a DID number, the system looks for a local extension with the same DID number first. If the system cannot find a matching local extension, it will match the global extension DID number and route the call.
Chapter 1: New Features Real-time queue status Real-time workgroup resource status Daily operation results Trends of data over time SuperQ - a Java-based application designed to queue and distribute calls for call centers with workgroups located in different geographic locations or across multiple AltiGen servers. SuperQ enables call centers to combine teams of workgroups from multiple locations into one virtual team.
CHAPTER 2 2 System Requirements and Installation This release of MaxCS 7.5 supports Softswitch, Private Cloud, and hardware deployments. Minimum System Requirements This section lists the operating systems supported by each MAXCS component, as well as system requirements. MaxCS 7.5 Requirements MaxCS 7.5 Softswitch (Software only) • Windows 7 Professional (64-bit) SP1 • Windows Server 2008 R2 64-bit SP1 with 4GB RAM • Windows Server 2012 R2 64-bit (supported on VMware ESX MaxCS 7.
Chapter 2: System Requirements and Installation MaxCS 7.5 Requirements Enterprise Manager Operating Systems: Note: Windows XP is no longer supported. • Windows 20012 R2 • Windows Server 2008 R2 with SP1 • Windows Server 2008 with SP2 • Windows 7 System Requirements: • 1 GB RAM • 20 GB available hard drive disk space Note: The installation program will install JAVA JRE 1.
Minimum System Requirements VRM Server Requirements • The installation program will install JAVA JRE 1.8 automatically. • Installation requires 1 GB available hard drive disk space. Notes However, more space is required for CDR storage. • Runs on stand-alone system • Windows 7 (32-bit and 64-bit) • Windows 8.
Chapter 2: System Requirements and Installation MaxOutlook Requirements Operating Systems 3rd Party Software • Windows 8.1 (64-bit) • Windows 7 SP1 (32-bit or 64-bit) • Outlook 2007, 2010, or 2013 (32-bit only) Note: The 64-bit version of Outlook is not supported System/Processor • IBM/PC AT compatible system • 2 GHz CPU or faster .NET Framework Microsoft .NET 3.
Minimum System Requirements MaxMobile Requirements iPhone • iOS6 or iOS7 Android • Android Jelly Bean 4.1 and 4.2 • Android Gingerbread 2.3 SightMax Integration Requirements Windows 2012 R2 Windows 2008 R2 SP1 Windows 2008 (32-bit) Windows 7 (32-bit and 64-bit) Operating Systems • • • • Supported SightMax Version • Version 1.1.13.358 Salesforce Integration Requirements Operating Systems • Windows 7 (64-bit) • Windows 8.
Chapter 2: System Requirements and Installation MAX 4000iG • Dual T1/E1/PRI with 60 IP (G.711 only) resources MAX 4000 All-in-One • Dual T1/E1/PRI with 60 combo (G.711/G.723/G.729) resources • Analog 4 trunks by 4 extension with 20 combo (G.711/G.723/G.729) resources • Resource Board: • 120 Station Conference/10 Supervisor/30 participant MeetMe (10 bridges)/10 G.711 • 60 Station Conference/30 Supervisor/30 participant MeetMe (10 bridges)/10 G.
Preparation for Installation Licenses for MAXCS 7.
Chapter 2: System Requirements and Installation In addition, please review the detailed steps in the readme file, which is located on the installation DVD or other media. To install MAXCS, insert the DVD and follow the instructions on the install screens. when prompted, select a setup type: • All-in-one Hardware System Installation – Select this option if you have a hardware system that includes AltiGen boards, such as Max1000, Max2000, 3G, and Max4000. Note: The initial release of MAXCS 7.
Installing MaxAdmin on a Network Client • Softswitch (including VM and Enterprise Manager) – Select this option to install Softswitch to the server.
Chapter 2: System Requirements and Installation To install MaxAdministrator on a client workstation, 1. From the MAXCS installation media, run SETUP.EXE in the MaxAdministrator folder. 2. Follow the instructions on the screen. Uninstalling MaxCS 7.5 To uninstall MaxCS 7.5, be sure to stop all MAXCS-related services before uninstallation. To do this, run MaxAdmin, log in, and select Services > Shutdown Switching from the menu.
CHAPTER 3 Getting Around MaxAdministrator This section gives a brief overview of MaxAdministrator (MaxAdmin), the program used to configure and administer MaxCS 7.5 and its client applications. MaxAdmin has a graphical user interface with tabbed windows that makes it easy to use. Note: The commands Services > Utilities > Backup and Restore, and Services > Shut Down All Services cannot be performed remotely. Logging In and Out To log into MaxAdmin, 1.
Chapter 3: Getting Around MaxAdministrator The Main Window When you run MaxAdmin, you’ll see a window similar to the following figure: Menu bar Status bar Figure 2. MaxAdministrator main window The main menu bar is at the top. Below that are buttons for quick access to more commonly used configuration screens. A status bar at the bottom contains information on the current runtime status.
The Main Window • View – Lets you show, hide, and set default alignment of the view windows, the toolbar, and the status bar. • Help – Opens the Help window and offers a link to the AltiGen Technical Support site. Quick Access Toolbar Toolbar buttons give you quick access to frequently used functions. Figure 3. MaxAdmin quick access toolbar From left to right, the toolbar buttons serve the following purposes: Login. Opens the Password dialog box to log in to the system. Logout.
Chapter 3: Getting Around MaxAdministrator About. Opens a window that displays version and file information. Gives information about the AltiGen Technical Support Web Site. This is a shortcut for Help > About MaxAdmin. Status Bar The Status Bar at the bottom of the main window displays disk usage, the status of SMDR, the status of the call detail reporting log, the status of the operator, and current date and time.
The View Windows Right-click an extension to display its physical location... ...or to open a line properties window specific to the selected extension. Figure 5. Extension View window Click on any column heading to sort by that column. Click again to reverse the sort order. Double-click any extension number to open the Extension Configuration window for the selected extension.
Chapter 3: Getting Around MaxAdministrator The radio button to the left of each trunk location is green when the trunk is idle, and red when the extension is not ready or in use. The location format is logical board ID:channel – for example, channel 3 on the board in logical board ID 9 is location 09:03. The Type, Status and Duration of trunk use is also displayed. Note: The Duration field displays the duration of the trunk only if the call is connected after MaxAdmin is started.
The View Windows • Not Ready – The number of logged in agents who are in Not Ready state • Busy – The number of logged in agents who are currently on the phone • Error – The number of logged in agents with extensions that are left off-hook or other user error • Logout – The number of agents who are logged out from the workgroup • Unstaff – The number of agents who are logged out from the system and have become a virtual extension • Queue – The number of calls waiting in queue • Waiting Time – The longest w
Chapter 3: Getting Around MaxAdministrator • Bytes Sent/Received – The total size (in bytes) of all voice packets sent and received • Network Packet Loss – The number of voice packets that have been lost due to prolonged delays, network congestion, or routing failure • JB Packet Loss – The number of voice packets that have been discarded due to jitter buffer overflow • Total Packet Loss Rate – The ratio of total number of lost packets versus total received packets • Max Packet Loss Rate – The maximum pack
Stopping the AltiGen Switching Service Figure 10. The Client SEAT License window Select a license type and then select extensions to add to the list of “members” who can always use the selected product. To make multiple selections, use Shift+click and Ctrl+click. The screen shows the total number of licenses you have for a client product and the number of licenses assigned.
Chapter 3: Getting Around MaxAdministrator Programs Available from the Windows Start Menu Several MAXCS programs are available from the Windows Start menu. Figure 11. The programs on the Start > MAX Communication Server ACM menu Available under MAX Communication Server ACM: • MaxAdministrator – Lets you configure and administer your MAXCS system. • Readme – Readme file for MAXCS ACM.
CHAPTER 4 System Configuration The System Configuration window is where you can configure the MaxCS 7.5 system-wide settings. To open this window, select System > System Configuration. The System Configuration button You can then work with the following settings, each of which is accessed by a tab in the System Configuration window.
Chapter 4: System Configuration Figure 12. System Configuration, General tab You can set the following parameters and options: Parameter Description System ID Assign a number (1-100) to the system. This ID will be used to differentiate call records if multiple systems are writing call records to a same external database. In a multi-site VoIP domain, each System ID/Server ID must be unique and must be the same length. Once a server is part of a VoIP domain, you cannot change the System ID.
Setting a System Number Plan Parameter Description System Home Area Code Area code for the system location. Note: This field cannot be blank in the U.S. and Canada. Conference Bridge Option Selected, conference calls will end when all internal lines have disconnected from the conference bridge. Not selected, the conference connection can continue between outside parties, even after all internal parties have disconnected.
Chapter 4: System Configuration Figure 13. System Configuration, Number Plan tab Use the Number Plan tab to specify the following parameters: Parameter Description The number of digits for your extension numbering system. Valid entries are from 3 - 6. For example, extension 2001 and 4020 are 4-digit extension numbers.
Setting a System Number Plan Parameter DID Number Length Dialed Digit Translator Description The number of digits needed to match a DID (Direct Inward Dialing) number. The range is from 2 – 16. Each extension can be assigned a DID number. A DID number does not have a fixed length. For example, suppose the DID number length is 4 and the extension DID number is 2522999.
Chapter 4: System Configuration Parameter Description Extension Dialed Digit Translator Note: This feature is intended for, but not limited to, allowing a remote IP extension to make an emergency call (911) through MaxCS 7.5. If MaxCS 7.5 is in a different location than the IP extension, the emergency call can be routed to the emergency center where the IP extension is located. Figure 15. Extension Call Routing To set up an Extension Dialed Digit Translator entry: 1.
Setting Business Hours Parameter Description These define how the system responds to the first digit dialed by the user. The list options for each digit are: • Extension • Trunk Access • Feature Access • Operator First Digit Assignment • Invalid (no action) • IP Trunk Access • Route Access Trunk Access – Defines how to get a PSTN trunk line to dial an outside number. “9” is the default trunk access code.
Chapter 4: System Configuration Figure 16. System Configuration, Business Hours tab Multiple Business Hours profiles can be configured in a system. A default “System” Business Hours profile is already configured. Multiple Business Hours profiles can also be assigned to DNIS Routing and Trunk In Call Routing entries. To add a Business Hours profile, click Add. Enter a name for the profile, then click OK. 52 MaxCS 7.
Routing Calls on Holidays For each business hour profile, set the business schedule parameters. Parameter Description Select the days of the week on which the company does business. For example, if the company does business Monday – Friday, check the check boxes for those days. Day 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.
Chapter 4: System Configuration Multiple Holiday Profiles can be configured in a system. Each Holiday Profile can include multiple holidays. A default “System” Holiday profile is already configured. Multiple Holiday Profiles can also be assigned to DNIS Routing and Trunk In Call Routing entries. Creating a Holiday Profile 1. Click the Add button beside Profile. Enter a name for the profile, then click OK. 2.
Configuring System Speed Dialing Speed dial settings for individual extensions are set in Extension Configuration. (See “Setting up Station Speed Dialing” on page 186.) To configure Speed Dialing, select System > System Configuration, and then click the System Speed tab. Figure 18. System Configuration, System Speed tab Adding Speed Dial Entries To add a speed dial entry, 1. Click Add. 2. The next available ID is filled in for you, or you can select the ID number using the drop-down arrow. 3.
Chapter 4: System Configuration Defining System Call Restrictions The Call Restriction tab contains settings for the following functions: • Block calls to area codes from all extensions • Define local/toll-free (unrestricted) area codes • Lock an attacked extension • Block all outgoing trunk calls • Restrict other system users from hopping-off to make an outbound call via a tie trunk • Set 10-digit dialing area codes for using trunk access code To set up call restrictions, select System > System Configura
Creating Account Codes Locking Attacked Extensions If a user enters eight consecutive invalid passwords when logging on to voice mail or to activate an extension, MaxCS 7.5 considers this an attack. To protect your company from theft of services, you can lock an attacked extension for the period of time you specify (10 minutes – 23 hours, 59 minutes, and 59 seconds) in the Password Check field group. To unlock an extension, use the Extension Checker tool that is installed with MaxCS 7.5.
Chapter 4: System Configuration Figure 22. System Configuration, Account Code tab Adding and Deleting Account Codes To create an account/code association, click Add. Enter an Account Name and Account Code in the dialog box. The Account Code may contain 1-10 digits. To delete an account and its code, select it and click Delete. You can select multiple items for deletion by using Ctrl-click or Shift-click. Click Apply to save your changes and OK to save and close the window.
Setting up Call Reports Figure 23. System Configuration, Call Reports tab Internal Database Configuration (Internal Log Service) The Internal Log Service (shown in the Log Service display table) is created by default. You can enable or disable the service, but you cannot remove this database or add another Internal Log Service. To manage the internal CDR database: 1. Make sure the Internal Log Service check box is checked. 2.
Chapter 4: System Configuration • AltiGen does not provide any SQL backup and restore utility. We strongly recommend that you use SQL Backup and Maintenance utility to perform daily backup and maintenance jobs, and use a restore utility to restore the database. If you need to reconstruct the SQL server, run the External Logger Setup to create an empty calldb database before restore. • There is no AltiGen license required for external logging.
Country-Relevant Settings If your system is not in North America, The Automatic Dialing Plan Rules button is available. Figure 25. System Configuration, Country Relevant tab Setting Toll Call Prefixes MaxCS 7.5 uses Toll Call Prefixes to determine the type of outside call and imposes restrictions when necessary.
Chapter 4: System Configuration Figure 26. Automatic Dialing Plan Rules dialog box Define the Local Plan, Domestic Plan, and International Plan. A character of the pattern can be a digit from 0 to 9. It can also be a range of digits, for example, [0-3]. If it is a question mark, '?', it is equivalent to [0-9]. When return calls are made, these rules are followed: • When the number matches Local Plan, the system will send the number out to the trunk directly.
Audio Peripheral Configuration Figure 27. System Configuration, Audio Peripheral tab Configuring Music On Hold and Recorded Announcements Callers will hear the music or recorded announcement configured on this tab only if the user places the caller on hold. To configure music on hold when using audio equipment, 1. Check Enable Callers on Hold or in Queue to Listen to Music or Recorded Announcement. 2. Select the Triton Analog Station board number to which the audio equipment is attached.
Chapter 4: System Configuration To replace the default music-on-hold file, 1. Back up the default file. 2. On the Audio Peripheral tab, uncheck the Enable Callers on Hold or in Queue to Listen to Music or Recorded Announcement check box. 3. Rename the desired .wav file to “MusicOnWaiting.wav” and put it in the C:\PostOffice\phrases\Music folder. 4. On the Audio Peripheral tab, check the Enable Callers on Hold or in Queue to Listen to Music or Recorded Announcement check box.
Feature Profiles There are a total of nine activity codes; the first six are pre-configured as follows: 1 – System Default, 2 – Personal, 3 – Meeting, 4 – Away From Desk, 5 – Business Travel, 6 – Personal Time Off The remaining three activity codes (7, 8, 9) are not assigned and can be customized by the administrator. To customize an activity code, click on the activity code and click Edit. In the Edit Activity dialog box, enter name of the Activity and click OK.
Chapter 4: System Configuration Figure 28.
Feature Profiles #38 #39 #44 #45 #46 #53 #54 #56 #59 #66 #73 #90 #91 – – – – – – – – – – – – – Outside Call Blocking Operator Offline Overhead Paging * Overhead Paging by Trunk * Group Paging * Outgoing Workgroup Login Workgroup Logout Workgroup Workgroup Call Monitor Trace Collection Silent System Call Park READY to Receive Workgroup Call NOT READY to Receive Workgroup Call * Feature is not supported by Polycom IP phones Note: If the extension is an IP extension, #26 / #27 is still available when the
Chapter 4: System Configuration 68 MaxCS 7.
CHAPTER 5 Media Server and Gateway Management This section is for enterprise deployment using Gateway Softswitch architecture with the Softswitch, media server, and gateway(s) running in different chassis. In a single chassis all-in-one installation, gateway management configuration is not required. Figure 29. Gateway Softswitch deployment Figure 30. Gateway Softswitch deployment using OFFICE3G server Some considerations: • MAXCS and the gateway server must be on the same LAN.
Chapter 5: Media Server and Gateway Management Managing Gateways You perform gateway management functions in the Softswitch Component Configuration window. This window lists each gateway in your system, its ID, name, and type (media server or gateway), status, IP address, password, country, and how many IP phones are assigned to the gateway as a home gateway.
Adding and Attaching a Gateway Parameter Description Type Shows whether this is a media server or gateway. If the ID is other than 00, you cannot change the type in this configuration screen. If you want to change the type, you need to delete the entry and recreate it. You need to have sufficient Gateway or Media Server Licenses in order to add an entry. Address The IP address of the selected gateway. Password The password assigned to the selected gateway.
Chapter 5: Media Server and Gateway Management To add a gateway to the list, 1. Click the Add button. 2. Set this gateway’s unique number. Each gateway in the system must have a unique identifying number. 3. Specify a name for the gateway that identifies it to you. 4. Select the type: Media Server or Gateway. 5. Enter the IP address of the gateway. 6. Create a password for this gateway. The password is used for access to the Gateway Configuration Tool for the gateway.
Changing Gateway ID and Password Changing Gateway ID and Password You can change a gateway’s unique number (01, 02) and the password by clicking the Config button in the Softswitch Component Configuration window. This opens the Gateway Configuration Tool. Make your changes, and click Apply.
Chapter 5: Media Server and Gateway Management Parameter Description Current Softswitch IP Address The IP address of the machine running MAXCS. Product Version The software version of the gateway service. Configuring the Applications Server In the Softswitch Component Configuration window, Applications Server tab, configure the IP address of the Voice Message server and the Enterprise server. Figure 34. Softswitch Component Configuration window, Applications Server tab 74 MaxCS 7.
CHAPTER 6 Voice Mail Configuration Use the Voice Mail Configuration window to control the following: • How the system processes voice mail notification • How the system processes voice mail deletion and expired messages • How the system records voice mail, system phrases, custom phrases, personal greetings, directory name recording, and queue phrases • Enable or disable SMTP/POP3 service to deliver voice mail to an e-mail address as an attachment • Enable or disable Microsoft Exchange synchronization ser
Chapter 6: Voice Mail Configuration Figure 35. Voice Mail Configuration, Messaging tab Setting Message Notification Retries When a message is sent to a user’s voice mailbox and outcall notification is configured, the system will try to call a phone number, pager, or an extension to deliver notification. You can set the retry setting for the notification as follows: Parameter 76 Description Maximum Retry Count Can be between 0 and 16.
Managing Messages Setting Message Management Options Set voice mail message confirmation and warning parameters: Parameter Confirm Message Deletion Warn Expiration of Saved Messages Description If checked, the system plays a voice message instructing the user to confirm request for deletion by pressing the # key. This prevents users from accidentally deleting messages with a single key entry. If checked, the system warns the user that saved messages will be deleted due to their retention time expiring.
Chapter 6: Voice Mail Configuration Parameter Bridged Access to Exchange Enable Synchronization Native VM Integration with Exchange Description Through bridged access integration, via a SIP connection, AltiGen’s Voice Mail System provides an option to the user to directly access Exchange Unified Messaging (by pressing 7 in extension voice mail after entering the password). Once connected, users can check and reply to e-mail, manage calendars, and send messages.
Creating Distribution Lists Setting E-mail Messaging Options To use the MAXCS e-mail services, configure the following settings. Parameter Enable SMTP/POP3 E-Mail Service Description Selected, this enables incoming and outgoing mail services on MAXCS— Simple Mail Transfer Protocol (SMTP) and Post Office Protocol (POP3). This field defines the extension that will be assigned as a Postmaster Extension.
Chapter 6: Voice Mail Configuration Defining a Distribution List 1. On the Voice Mail Distribution List tab, select an ID (00 – 99) in the System Distribution List ID 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.
CHAPTER 7 Auto Attendant Configuration The auto attendant (AA) feature provides quick and courteous processing of all incoming calls. An AA can be configured to serve as a primary attendant or as a backup to a receptionist. In a call-heavy environment the AA can greatly reduce the number of calls that need to be handled by the operator. You can set up to 255 different AAs. AA features include: • Multiple levels of tree structure. • Repeat current level or jump to a specific level.
Chapter 7: Auto Attendant Configuration Example: AA Planning Auto Attendant ID: 100, Phrase 10 Auto Attendant ID: 110, Phrase 20 Main Menu for XYZ Office Digit Meaning 1 Reserved for Extensions 2 (no prompts) 3 4 5 6 7 8 9 0 Action Collect Extension Collect Extension Collect Extension Express Expand Tree Support (No. 110) Sales Expand Tree (No. 120) Technical Expand Tree Support (No. 130) Phone FAQs Expand Tree (No.
Configuring Auto Attendants Copies an AA to a selected ID. Exports all your AA settings to an HTML file Figure 37. The AA Select window • Edit – Opens the AA window, where you can edit the selected AA. • Add – Opens the Add AA dialog box. Select an ID in the list and type in a descriptive Name for the AA, then click OK. • Clear – Clears all edits to the selected AA, restoring system defaults. • Copy From – Lets you make a copy of an AA (and then modify it, as you like). 1.
Chapter 7: Auto Attendant Configuration Figure 38. The AA window Note: You can check the Hide ‘No Action’ Items check box to hide items that are set to “no action.” This will give you a cleaner view of your various action items. Configuring Menu Items The AA is a tree-based structure with unlimited tree levels. The following rules guide the basic AA configuration: • Each item is an action point with its ID number and name. • The top of the tree is a "O" (for Origin).
Configuring Auto Attendants • Third step – Set Call Priority for MAXCS ACM priority queuing. You can assign a priority number from 19 to the caller who selects this menu item. The highest priority is 1, the lowest priority is 9. If this box is not checked, go to the next step without delay. • Fourth step – Set Call SKLR (Skill Level Requirement) for MAXCS ACM skill-based routing. You can assign an SKLR from 1-9 to the caller who selects this menu item.
Chapter 7: Auto Attendant Configuration Collecting Digits When a caller selects the "Collect Digits" action item, a custom phrase is required to advise the caller how many digits are required. The system will look at "Min Length" and "Max Length" to determine if the collect digit action was successful or failed. • If successful, the system executes the sub-level "&" action item. • If failed, the system executes the menu item you define as a fail over action.
Phrase Management Making Auto Attendant Assignments Once the AAs are set up, you can use them in various in-call routing situations – trunk, DNIS, caller ID, in-call routing, and an answering option for an extension or workgroup. For example, for trunk /AA assignments, see “Incoming Call Routing” on page 156. For extension or group assignments, see “Setting Answering Options” on page 195. Phrase Management You might want to record unique phrases to customize an AA or a group.
Chapter 7: Auto Attendant Configuration Phrase # Phrase 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. 0297 You may still wait if you prefer, but we suggest you leave a message by pressing the # key on your telephone and we will get right back to you.
Phrase Management 5. Once you receive the prompts in the MAXCS format, place them in the C:\PostOffice\phrases\LangCustom directory on the gateway that is running MAXCS. Your prompts are now ready to be used. MaxCS 7.
Chapter 7: Auto Attendant Configuration 90 MaxCS 7.
CHAPTER 8 Multilingual Configuration MaxCS 7.5 ACM supports multiple language prompts (8 languages maximum) for trunk calls and extension users, letting you configure your system to handle the following types of scenarios in a multilingual environment: • An auto attendant (AA) may serve callers who speak different languages. MaxCS 7.5 can be configured to let the caller select a preferred language in which to hear prompts. Once a language is selected, the whole call session will use the selected language.
Chapter 8: Multilingual Configuration Creating Language Phrase Packages For each set of phrases you want in a different language, you need to have phrases recorded in that language. See “Using Professionally Recorded Phrases” on page 88 for details. Each language’s phrase package must contain phrase files, and two text files: one text file that lists syntax rules for numbers, and one that lists syntax rules for sentence structure, since these vary from language to language.
Enabling Multilingual Support in the Auto Attendant Figure 41. Multilingual Configuration, Language tab When you first run MaxCS 7.5 , only the default language is listed in the Multilingual Configuration screen, and the description of the default language is displayed as Default Language. Each language added to the table will have a formal name, a description, a system phrase directory (LangDir_X), and a custom phrase directory (LangCustomDir_X), as shown in (see Figure 41). To add a language, 1.
Chapter 8: Multilingual Configuration 1. Select System > Multilingual Configuration > AA tab. 2. From the list at the left, select the AA you want to configure with multilingual support. 3. Check the Enable Multilingual Support check box. The Multilingual Enabled column changes to TRUE. 4. In the Language Setting group of fields, check the Language Selection Prompt check box. 5. Choose the prompt that lets the caller select a language. 6.
Configuring the Extension In the Language list, select the desired language, and click OK. Extension User Can Change Language Setting Extension users can change the extension’s language setting by using feature code #12, if feature code #12 is configured on the System > Multilingual Configuration > Feature Code tab. Figure 43. Configuring feature code #12 to allow a user to change an extension’s selection Configuring Feature Code #12 for Language Selection 1.
Chapter 8: Multilingual Configuration All feature codes are enabled, by default. The default feature profile name is “0-System.” Lastly, the extension user must have a feature profile assigned to him that includes #12. This is done on the Extension Configuration > General tab. To assign feature code #12 to an extension, 1. On the PBX > Extension Configuration > General tab, select the extension. 2. In the “Personal Information” panel of the General tab, assign a Feature Profile that includes #12.
Which Language Will Be Used? Figure 44. Configuring the language setting in DNIS See “DNIS Routing” on page 161 for rules and restrictions on routing using DNIS. Which Language Will Be Used? MaxCS 7.5 follows these rules to determine which language to use: 1. The extension user hears the prompts in the language configured or selected via the #12 feature code. 2. If the external caller selects a language in the auto attendant, MaxCS 7.5 uses the selected language.
Chapter 8: Multilingual Configuration 98 MaxCS 7.
CHAPTER 9 Call Recording Configuration To use the centralized call recording function, make sure the following MaxCS 7.5 requirements are met: • You need a recording seat license for each extension that will be recording: either Dedicated Recording Seat licenses assigned to particular extensions or a Concurrent Recording Session license that is shared by a fixed number of extensions. • It is recommended that you have a separate storage server to store recorded files.
Chapter 9: Call Recording Configuration trk(bbcc) for an inbound trunk call without caller ID.
Configuring Call Recording 4. If you are using multiple gateways, and you are not using network attached storage, check Gateways Use FTP Protocol to Transmit Recorded Files to Central Location. a. FTP Server – Enter the IP address of the FTP server. b. FTP Access Account – An FTP server account name that gateways can log in to. c. FTP Path – Enter the directory that the files will be transmitted to on the FTP server. d. Password – FTP account password. 5.
Chapter 9: Call Recording Configuration Figure 47. “Sign up for online storage or connect to a network server” link Figure 48. Add Network Place Wizard 3. Click Next. You’ll see the screen below: Figure 49. Add Network Place Wizard 4. 102 Click Choose another network location and click Next. MaxCS 7.
Configuring Call Recording Figure 50. Add Network Place Wizard – Internet/Network Address 5. Type the address of the Web site, FTP site, or network location in the field, for example,”\\ServerName\sharefolder”; or use the Browse button to locate the destination path. Click View some examples for correct formatting. Then click Next. Figure 51. Add Network Place Wizard – Shortcut Name 6. Type in a name for the network place and click Next. A confirmation screen opens: Figure 52. Confirmation screen 7.
Chapter 9: Call Recording Configuration Figure 53. Network Place Created 8. In the Recording Configuration window, use the Browse button to select the network place as the destination folder. Figure 54. Recording Configuration Window 104 MaxCS 7.
CHAPTER 10 Application Extension Configuration The application extension is an extension pilot number that allows an SDK-based add-on application to log into the system and establish a communication channel to control trunk channels and interact with the system core PBX switching and voice processing service.
Chapter 10: Application Extension Configuration Figure 55. Application Extension Configuration window To set up an application extension, 1. In the Application Extension Configuration window, click the Add button and enter an extension number in the dialog box. Click OK. Figure 56. Add Application Extension dialog box 2. The application extension appears in the AppExt List. 3. Type a password in the Password field. 4. Type a description of the application in the Description field, if desired. 5.
Application Extension Setup • Operator – Select an operator from the list. • Disconnect – Disconnect the call Important: If the failover setting for the application extension is set to an extension, and the extension is RNA or busy, the call will follow the extension's RNA or busy call handling. Application Information Additional information can be described in the App Information fields.
Chapter 10: Application Extension Configuration 108 MaxCS 7.
CHAPTER 11 Board Configuration This chapter shows how to configure AltiGen telephony boards: • Triton Resource Board: see Using the Triton Resource Board • Triton 30-Party Conference Board: see “Using the Triton MeetMe Conference Board” on page 111 • Triton Analog Station Board: see “Configuring the Triton Analog Station Board” on page 111 • Triton Analog Trunk LS/GS and LS Boards: see “Configuring the Triton Analog Trunk LS/GS and LS Boards” on page 112 • Triton VoIP Board: see “Configuring the Triton V
Chapter 11: Board Configuration Figure 58. Board Configuration window Board Configuration Parameters These are the attributes and buttons in the Board Configuration window (see each board type in the sections that follow for additional notes on each type): Parameter Description Board Info Board Logical ID: assigned by MAXCS. Board Name: the type of board installed in the system and its physical ID. Channel Mapping List Logical Channel, Type, and Physical Channel for the entire board.
Using the Triton MeetMe Conference Board • 6-party conferencing. When an extension is trying to make a conference call, the system will try to use the conference bridge on the resource board first. If conference bridges on the resource board are all busy, the system will use the conference bridges on the extension board, analog or VoIP board. • Workgroup supervisor silent monitoring, barge-in, and coaching.
Chapter 11: Board Configuration Configuring the Triton Analog Trunk LS/GS and LS Boards The Triton Analog Trunk board is a long form factor PCI telephony card that supports 8 or 12 trunks. The 8 port card supports only loop start (LS). The 12 port card is available in two models; loop start/ground start (LS/GS) and LS. Both models have the same features regarding LS. The LS/GS board is required when ground start trunks may be required.
Configuring the Triton T1/E1 Board If you change this configuration, you must restart the switching services for the change to take effect. Figure 61. Board Configuration window Configuring the Triton T1/E1 Board Through MaxAdministrator, the Triton T1/E1 board can be configured for either digital T1 CAS (channel associated signaling), T1 PRI (Primary Rate Interface), E1 CAS, or E1 PRI. Both T1 CAS and T1 PRI carry 24 channels using time-division multiplexing (TDM) at an overall rate of 1.544 Mbps.
Chapter 11: Board Configuration Figure 62. Triton T1/E1 Configuration dialog box T1 and E1 Configuration Double-clicking a channel group for a Triton T1 board in the Channel Group Info pane opens a T1 or E1 Configuration dialog box, as in (see Figure 63) and (see Figure 64). Figure 63. Triton T1 configuration dialog box 114 MaxCS 7.
Configuring the Triton T1/E1 Board Figure 64. Triton E1 configuration dialog box Reading the Status Messages If the channel group is working, the Status line displays OK. This status line is updated every 3 seconds. If there is an error, a message is displayed. The following table lists the types of error messages and the appropriate actions. Error Message Meaning HW failure: Major hardware problem. Board is not responding to commands.
Chapter 11: Board Configuration Error Message Meaning Action L1 failure: Layer 1 failure, physical layer; BiPolar Violations (BPV), Line Code Violations (LCV), or Out Of Frame detected Location condition, equipment problem. - For excessive BPV/LCV, check AMI/ B8ZS setting. - For OOF, check the MVIP bus master setting. OR Have CO perform a line test to check for a faulty cable or line.
Configuring the Triton T1/E1 Board Setting the Configurable Options These are the options you can set: Option Notes • For T1, you can set the Frame Type to either SF or ESF. SF Frame Type (Superframe Format) consists of 12 consecutive frames. ESF (Extended Superframe Format) consists of 24 consecutive frames. • For E1, you can set the Frame Type to either No CRC or CRC4. CRC4 is embedded into 16 consecutive frames. • For T1, you can set the Line Code to either AMI or B8ZS.
Chapter 11: Board Configuration The CH -> Type list on the left side of the window displays the channel types. Note: In a tie-trunk configuration, set the trunks to “Out of Service” before changing the trunk type from T1 to PRI or vice versa. Otherwise, the system will generate garbage call records to your internal or external logger service. See “Setting General Trunk Attributes” on page 139 for details. Figure 65. T1 PRI Protocol Configuration dialog box (top half) Figure 66.
Configuring the Triton T1/E1 Board Figure 67. E1 PRI Protocol Configuration dialog box (top half) Figure 68. E1 CAS Protocol Configuration dialog box (top half) Selecting Span Types • E1 CAS – Select this option to associate all channels on the span to E1 channel associated signaling. • Regular ISDN PRI – Select this option to indicate 30B+D ISDN PRI span and to designate the 16th channel as the D channel. • Enable Tie Trunk – Check this box to enable a tie trunk.
Chapter 11: Board Configuration Figure 69. T1 PRI Switch Mode The top four settings are used for a connection to a CO switch: • AT&T 4ESS PRI • AT&T 5ESS PRI • NT DMS-100 PRI • NI-2 PRI (default) The bottom four settings are used for a PRI tie trunk configuration where two MAXCS systems are connected back to back. In such a configuration, one MAXCS system must be configured as Network and the other as User. For example, set one to NI-2 PRI Network and the other to NI-2 PRI.
Configuring the Triton T1/E1 Board E1 PRI Figure 70. E1 PRI Switch Mode The top three settings are used for a connection to a CO switch: • Austel TS014 PRI • ETSI NET5PRI • NT DMS-100 PRI The bottom three settings are used for a PRI tie trunk configuration where two MAXCS systems are connected back to back. In such a configuration, one MAXCS system must be configured as Network and the other as User. For example, set one to NT DMS-100 PRI Network and the other to NT DMS-100 PRI.
Chapter 11: Board Configuration Figure 71. PRI ISDN Numbering Plan dialog box The PRI ISDN Numbering Plan dialog box displays the six classes of numbers (call type) that can be sent to a CO: • 101CCCC Numbers – CIC (Carrier Identification Codes) dialing. • 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.
Configuring the Triton T1/E1 Board • None – No maintenance message sent; puts channel in ready state automatically. • Restart – Only sends RESTART message; puts channel in ready state when RESTART ACK (acknowledgement) response is received from CO. • Service – Only sends SERVICE message; puts channel in ready state when SERVICE ACK (acknowledgement) response is received from CO.
Chapter 11: Board Configuration Figure 72. PRI Calling Number Setting Most PRI trunks allow a MAXCS system to send calling numbers. For example, 10 different extensions in the same PBX system have 10 different DID numbers. With the calling number feature provided by Carriers, the callee will receive a more accurate caller ID. PRI Calling Number can also be used in a mobile extension or IP hop-off to PRI trunk, so the callee can receive a more accurate caller ID.
Configuring Virtual Board SIPSP 1. Connect the CSU (Adtran model T1 CSU ACE used as an example) to the T1/PRI or T1/E1 PRI board using an RJ-48C or RJ-48X cable. 2. Connect the CSU to the network termination box using an RJ-48C or RJ-48X cable. AltiGen T1 Socket (RJ-48) Refer to your CSU manufacturer’s manual for the proper pinout.
Chapter 11: Board Configuration Notes: • Make sure you have enough VoIP resource boards. • The more signal channels, the more system memory and CPU power required. Proper planning is essential. • Changing the number of signal channels requires that you stop and restart the switching and gateway services. • SIP Trunking Channel requires a license to activate.
Configuring Virtual Board SIPSP Click Advanced Configuration to manage the Trusted SIP Device list. To move an IP address from one list to the other, select the IP address and click either the right or left arrow button. Figure 74. SIPSP Advanced Configuration panel Block Unauthorized SIP Invite Messages MaxCS 7.5 expands the registry entry that was added in Release 7.0 Update 1. You now can block unauthorized SIP invite messages by selecting a checkbox. This setting is disabled by default.
Chapter 11: Board Configuration Fax Routing To simplify administrative tasks, you can allow voice and fax calls to run on the same SIP trunk channel. This feature applies only to systems using AltiGen SIP trunks. The trunks must be configured to support both voice and fax. The SIP trunk uses the same SIP server IP address, but different authentication credentials for voice trunk versus a fax trunk. To configure fax routing, 1. In MAXCS Administrator, open Boards view and double-click SIPSP. 2.
Configuring Virtual Board HMCP From a deployment point of view, an HMCP media server can be installed in the same Softswitch system sharing the same CPU or can be in a stand-alone server with a dedicated CPU. Notes • Do not install HMCP service in a system with AltiGen's Triton telephony board. It will cause resource conflict. • Remove the Triton Resource board and MeetMe conference board from OFFICE systems running as a gateway.
Chapter 11: Board Configuration You can change the number to as many as 120 members in a maximum of 40 bridges, and you can activate other HMCP resources, by double-clicking an HMCP board in Boards view and then clicking Board Configuration. If you decrease the number of HMCP resources, the system must be rebooted for the configuration to take effect. If you increase the number of resources, the system does not have to be rebooted. Figure 78.
Configuring Virtual Board HMCP • When adding additional combo licenses, the system will also increase the RTP ports it uses and will use these new ports. If these additional ports are not added to the firewall ,calls will not have audio. • 1,000 G.711 voice processing resources will be licensed to the system when one HMCP Media Server license is registered. • The more VPR assigned, the slower the system will be when it starts up.
Chapter 11: Board Configuration In Extension Configuration > General > IP Extension panel, change the Home Media Server ID to the HMCP Media Server ID if necessary. Please refer to the following scenarios. Scenario: Single Standalone HMCP Media Server For 200 to 1,000 users without an extensive amount of recording resources, fewer than 200 concurrent recording sessions, deploy a stand-alone HMCP Media server as shown below.
Configuring Virtual Board HMCP 1. Log into MAXCS Administrator with the superpassword. If you do not log in via the superpassword, the feature will not be enabled. 2. Open the HMCP board configuration panel (double-click HMCP in the Boards window). 3. To enable the feature, select the checkbox and specify which codec to use (G.729 or G.711 Mu-Law). Click Ok. Figure 79.
Chapter 11: Board Configuration Preferred Codec G.711 Mu-Law First SIP Invite Request Content Codec Used for the Call Supports G.711 The IP Codec table of Enterprise Manager is ignored. The system uses codec G.711 to negotiate with the endpoint. Does not support G.711 No codec is enforced. If the source extension is enabled for Fax-Over-IP (FoIP), then no codec is enforced.
Configuring the MAX1000/2000 Board • Double-clicking a T1/E1 channel group opens the channel group configuration dialog box. For information on configuring in this dialog box, see “T1 and E1 Configuration” on page 114. This is available on T1 or E1 channel groups only. • In the channel group configuration dialog box, click the Protocol button to open the Protocol Configuration dialog box. For information on configuring protocol, see “Setting up Channels on the Triton T1/E1 Board” on page 117. Figure 81.
Chapter 11: Board Configuration This dialog box displays the board serial number, top access card serial number, bottom access card serial number, DSP clock, board ID, physical ID, and logical ID. You can choose to configure the board as either T1 or E1, then click OK. Additional steps are needed to further configure the CAS or PRI protocol in the Protocol Configuration window, shown in (see Figure 65) and (see Figure 66).
CHAPTER 12 Trunk Configuration Trunk attributes and parameters are set using the Trunk Configuration window. The attributes and options available depend on the type of board and trunk.
Chapter 12: Trunk Configuration Opening the Trunk Configuration Window To open the general Trunk Configuration window, do one of the following: • Click the Trunk Configuration button in the toolbar. • Select PBX > Trunk Configuration. • Double-click a trunk in the Trunk View window. Selecting Channel Properties from the right-click menu in Trunk View bypasses the general Trunk Configuration window to open a trunk properties window specific to the selected trunk. Figure 84.
Selecting Trunks to Set Attributes Selecting Trunks to Set Attributes The title bar of the Trunk Configuration window displays the card and the channel of the selected trunk. The list on the left shows all the configured trunks. The Location format is the same as in the Trunk View window, that is, Logical Board ID : Channel Number. The logical board ID is assigned by the system. This ID may change when a telephony board is added into or removed from the system.
Chapter 12: Trunk Configuration • Area Code – The local area code for each trunk. Enter a three-digit area code. If left blank, the trunk assumes the home area code defined in the General tab of the System Configuration window. This configuration is for each trunk in the system and will negatively affect features such as Zoomerang if the area code is not configured properly. • Direction – The trunk direction can be Outgoing only, Incoming only, Both Outgoing and Incoming, Paging, or E911.
Setting General Trunk Attributes • Overlap – Transmitting dialed DTMF digits to the CO without buffering digits in the system first. Use Overlap dialing for analog and T1-CAS trunks for best results. Calls will be completed faster. • En-bloc – The system will buffer all dialed digits and send it to the CO at once. Typically is used in ISDN-PRI trunk and SIP trunk.
Chapter 12: Trunk Configuration • Business Hour Profile – A business hour profile can be assigned to a trunk. The list selection is based on settings configured in the Business Hours tab of System Configuration. • Recording Option – Recording for incoming and outgoing calls is supported for Triton Analog, T1/E1, and IP trunks; use the list to select Disable or Enable.
SIP Trunk Properties If you have SIP-based IP dial tone service from an Internet Telephony Service Provider (ITSP), you need to configure SIP trunk channels to connect to the service. Before you start, note the following: • An AltiGen SIP Trunking channel is licensed. You need to buy and register a license to be able to configure this option. • AltiGen does not guarantee the voice quality of the SIP dial tone coming from your service provider.
Chapter 12: Trunk Configuration Figure 88. SIP Trunk Configuration dialog box and Edit box To edit a line, click the Edit button, fill in the blanks, and click OK.
SIP Trunk Properties Once the MaxCS server has been set up, SIP trunks will try to register to the SIP servers first. If the registration is successful and if the SIP Options feature is enabled, MaxCS will send the “keepalive” message to SIP providers according the interval setting. Only one “keepalive” message will be sent for each group of trunks. 1. In the SIP Trunk Configuration dialog box, click Trunk Group Configuration. Figure 89. The Trunk Group Configuration button 2.
Chapter 12: Trunk Configuration • Number of Retries – If MaxCS receives no 200 (OK) response, the number of times a “keepalive’ message should be sent. After these retries, if there still has been no valid response, then MaxCS marks all SIP trunks in the group as Not Ready. The default number of attempts is 5. • Retry Interval – While a SIP trunk group is in a Retry state and is not receiving a valid response, how often MaxCS should send another “keepalive” message to the SIP server.
Triton T1/E1 Trunk Properties Field Description Carrier can only accept Calling Number with minimum x digits Enter the number of digits, then enter a calling number in the field below the table in case the carrier cannot accept configured numbers. Carrier can only accept assigned numbers as Calling Number If you select the this option, specify “assigned numbers” by clicking the Add button and entering the numbers. To edit or delete a number you added, select it and click the Edit or Del button.
Chapter 12: Trunk Configuration Following are the parameters for the Triton T1 Configuration dialog box. Parameter Description T1 robbed-bit signaling You can set Protocol to one of the following: • E&M Wink Start (default) • E&M Immediate Start Protocol • Ground Start • Loop Start For signaling from one board to another, only E&M Wink Start is supported. Loop Start, Ground Start, and E&M Immediate Start protocols cannot be used for interfacing between two boards.
Triton Analog Trunk GS/LS Properties Figure 92. Incoming call sequence parameters Caller ID and DID Incoming Sequence Example The following is an example of a Caller ID and DID/DNIS incoming sequence window. Figure 93. Sample Incoming Sequence window When a call comes in, the system tries to match the incoming sequence to either the first or second Incoming Sequence Digit String sequence. If no match is found, no Caller ID or DID digits will be collected.
Chapter 12: Trunk Configuration Figure 94. Triton Analog Trunk GS/LS Properties window Note that you can use Apply to in this dialog box to apply changes to other trunks of the same type.
Triton Analog Trunk GS/LS Properties Parameter Description Match Result button Shows the result obtained the last time the Match Impedance button was clicked for that trunk. Disable Impedance Match During System Startup Check to disable automatic impedance matching during system startup. Caller ID Receiving Select as None, FSK or DTMF for receiving caller ID digits. For North America, the caller ID is FSK signal on analog trunk.
Chapter 12: Trunk Configuration Parameter Description Hybrid Echo Return Loss The measurement for hybrid echo return loss (displayed after you click the Diagnose button or the Match Impedance button). Acceptable range for Hybrid Echo Return Loss is less than -6 dB. Rx Level at 600 Ohms The Rx Level measurement at 600 Ohms, obtained by clicking the Test Rx Level button. See Test Rx Level button, below.
Triton Analog Trunk GS/LS Properties If the Hybrid Echo Return Loss and Noise Level are not within the acceptable range, take the following steps to troubleshoot: 1. Change the trunk to a different port on the Triton board, then diagnose again (this is to rule out a hardware problem). 2. Check to see if any wire taps to the trunk wire (bridge tap). If so, remove them, then test again. 3. Request the CO to check the trunk conditions, including Line Loss, and longitudinal balance.
Chapter 12: Trunk Configuration If You Need to Improve the Rx Level If the Rx Level measurement is between -6 to -9 dB, and IP phones are used, take the following steps to increase the gain for the Triton analog trunk to IP phone connection: 1. Go to VoIP Board configuration and click the Advance button. 2. Increase the Transmitting gain to IP Extension to 9 for the Triton Analog Trunk.
Triton Analog Trunk GS/LS Properties 4. Select a trunk as a testing reference – an analog trunk with a specific phone number is best – and set the trunk In Call Routing to the Test Line Loss AA. Figure 99. Setting trunk In Call Routing to an AA 5. Call from one trunk to the testing reference trunk. You should hear a 1 kHz tone playing at the originating side. 6. While the tone is playing, measure the Rx Level at the trunk that is making the outgoing call.
Chapter 12: Trunk Configuration If the reading is worse than -18 dB, you should contact your CO to adjust the line loss to the acceptable range. Incoming Call Routing To set incoming call routing for a trunk, select the trunk on the General tab, then click the In Call Routing tab in the Trunk Configuration window. The trunk location shows in the title bar. Figure 100.
Outgoing Call Blocking • Non Workdays Within each of these three time slots, you have the following routing options for incoming calls: • Route to an extension selected in the list • Route to an auto attendant number selected in the list • Route to a Line Park line selected in the list (see “Line Park Configuration” on page 249 for more detail) • Route to the operator Web IP Calls For web IP calls, you can set routing for the three time periods defined in the System Configuration window, Business Hours t
Chapter 12: Trunk Configuration 158 MaxCS 7.
CHAPTER 13 In Call Routing Configuration In Call Routing rules determine how the system routes incoming trunk calls to various targets. The system’s routing steps are as follows: Step Routing Process 1 Match DID number configured in extension, workgroup, or hunt group. If there is no match, go to the next step. Match caller ID defined in the Caller ID Routing table. If there is a match and • today is a holiday, route the call according to the Holiday Profile’s routing rules.
Chapter 13: In Call Routing Configuration Figure 102. In Call Routing window, Caller ID Routing tab Adding and Deleting Caller ID Route Entries To add entries to the Caller ID routing table, click the Add button. In the dialog box, type a Caller ID Number and a descriptive Caller ID Name, then click OK. The number and name entries have the following requirements: • The Caller ID Number field allows only 0-9, “-” (hyphen), and “*” (asterisk). For example, both 5102529712 and 510-252-9712 are acceptable.
DNIS Routing • Route to a particular auto attendant selected in the list • Route to the operator • Reject call Also, you can set additional routing attributes based on: • Holiday Profile – Routes incoming calls based on Holiday Profiles configured in System Configuration (see “Routing Calls on Holidays” on page 53) • Business Hours Profile – Routes incoming calls based on Business Hours Profiles configured in System Configuration (see “Setting Business Hours” on page 51).
Chapter 13: In Call Routing Configuration Figure 103. In Call Routing window, DNIS Routing tab Adding and Deleting DNIS Route Entries To add entries to the DNIS routing table, click the Add button. In the dialog box, type in a DNIS Number and a descriptive DNIS Name, then click OK. The number and name entries have the following requirements: • The DNIS Number must be the numbers 0 - 9 (the hyphen is not accepted in this dialog box). For example, 2529876 is an acceptable entry, but 252-9876 is not.
DNIS Routing Within each of these three time slots, you have the following routing options for incoming calls: • Route to a particular extension selected in the list • Route to a particular auto attendant selected in the list • Route to the operator Also, you can set additional routing attributes based on: • Holiday Profile – Routes incoming calls based on Holiday Profiles configured in the System Configuration window (see “Routing Calls on Holidays” on page 53) • Business Hours Profile – Routes incomin
Chapter 13: In Call Routing Configuration 164 MaxCS 7.
CHAPTER 14 Out Call Routing Configuration There are two ways to initiate outbound dialing in an AltiGen PBX: • Using the trunk access code. The trunk access code is easy to configure and use. However, it does not have the capability to resolve complicated dialing situations. • Using the route access code. Using the route access code with the Out Call Routing table can resolve the following complicated dialing situations: • Multiple 10-digit dialing area codes.
Chapter 14: Out Call Routing Configuration 1. Before you configure Out Call Routing, make sure a route access code is configured in the System Configuration window, Number Plan tab. If you have a problem changing a first-digit assignment in the Number Plan tab to a route access code, you may need to set the Access Code in the Trunk Configuration window for all trunks to None. 2. Create a route and assign trunks to the route. Typically, different types of trunks will be grouped to different routes.
Configuring Out Call Routing Figure 104. Out Call Routing Configuration, Route Definition tab Parameter Description Route Index For identification purposes only. Route Name Description of the route (maximum 30 characters). Digit Manipulation You can insert or delete digits from the dialed number. See configuration samples to learn how to use digit manipulation in different situations. Insert to Head: Insert a string of digits in front of the dialed number.
Chapter 14: Out Call Routing Configuration 3. To add trunks to the route, select trunks from the Not Member list and use the selected trunks to the Member Trunks list. button to move 4. Use the Up and Down buttons to change the position of a trunk in the Member Trunks list. This is the order in which trunks are accessed. 5. Click Apply. Deleting a Route Select the route you want to delete, and click the Delete button.
Configuring Out Call Routing About Dialing Patterns If your system is using a route access code, most likely you have one of the following situations: • Your area may have multiple 10-digit dialing area codes. • Your area may have both 10-digit and 1+10 digit dialing in a same area code. • Your system needs to borrow another system's trunk to make an outbound call over an IP or tie trunk. • You would like to block a dialing pattern in addition to system restriction setting.
Chapter 14: Out Call Routing Configuration Deleting Dialing Patterns Select the pattern you want to delete, and click the Delete button. Dialing Pattern Configuration Tips • If a dialing pattern has multiple routes assigned to it, the system will try to use the first route configured to process the call that has this dialing pattern. If the first route is busy or not in service, the system will use the second route, and so on.
Configuration Example – Solving 10-digit Dialing 2. Apply the route to Default Routes. 3. On the Dialing Pattern tab, add two dialing patterns: “1214” and “1972”, each with a pattern length of 11. 4. Define a route called “10-digit Dialing” and add all T1 channels to the route. In the “Digit Manipulation” section, check the first box, select Delete from Head, and delete 1 digit: 5. Apply the “10-digit Dialing” route to dialing pattern 1214 and 1972: MaxCS 7.
Chapter 14: Out Call Routing Configuration Resolving Dialing Delay: Non-USA/Canada Countries When installing the AltiGen system outside of North America, you may experience dialing delay when dialing through E1/PRI trunks that are using en-bloc (buffering digits and sending all digits at once). The system dialing logic may cause a 7-second inter-digit dialing delay for en-bloc trunks. To reduce the dialing delay, the following configuration is recommended: 1.
Resolving Dialing Delay: Non-USA/Canada Countries 3. On the Dialing Pattern tab of the Out Call Routing Configuration window, add dialing pattern definition entries for the following prefixes: • prefix = 0, length = 11 • prefix = 00, length = 14 • prefixes = 1-9, each length = 7 In the Route Priority field, use the list to select the En-Bloc route definition (assigned in step 2).
Chapter 14: Out Call Routing Configuration 174 MaxCS 7.
CHAPTER 15 Extension Configuration The Extension Configuration window provides for creating extensions and setting their attributes. To open the Extension Configuration window, either click the Extension Configuration button on the toolbar or select PBX > Extension Configuration. Note: To set up an application extension, see “Application Extension Configuration” on page 105. To set up an IP extension, see “Setting Up IP Extensions” on page 203.
Chapter 15: Extension 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 are not associated with a physical port. Virtual extensions can be used as message mailboxes and in telephone sharing environments. Users of a virtual extension can log in on any available station to access physical extension features using Feature Codes.
Setting up Extensions These are the benefits of making an extension a Global extension in a multi-site installation: • A user from any system only has to dial the Global Extension number, and MAXCS will resolve the routing through the VoIP domain setting. • Any user within the VoIP domain can forward voice mail to this Global extension. • The client applications MaxCommunicator and MaxAgent can see this Global extension number even it is not an extension in the local system. 4.
Chapter 15: Extension Configuration Numbers Letters Numbers Letters 4 G, H, I, g, h, i 8 T, U, V, t, u, v 5 J, K, L, j, k, l 9 W, X, Y, Z, w, x, y, z • Department – In an Enterprise VoIP domain, departments can be defined and extensions can be assigned to a department by using Enterprise Manager. When this is done, the department is displayed here. • Description – Optional descriptive information such as cubicle number or job title. • DID Number – Each extension can be assigned a DID number.
Setting up Extensions Account Code These settings determine how callers use any account codes you have established when making outgoing trunk calls. Figure 109. Account Code options For information on creating account/code associations, see “Creating Account Codes” on page 57. • Enable Forced Account Code – Forces the user to enter an account code. • Override Allowed – Prompts the user to enter an account code, or the user can press # to bypass the account code.
Chapter 15: Extension Configuration Recording Options for Non-Workgroup Calls • Disable – No recording of non-workgroup calls. • Auto record to central location – Records all non-workgroup calls, which are saved to a centralized location (defined in System > Recording Configuration – see Configuring Call Recording on page 100); this option requires either a shared Concurrent Recording Session license or a Dedicated Recording Seat license to be available.
Setting up Extensions Physical Location and Type You can change the extension’s type and location. Figure 111. Extension Location and Type options • Type The type of extension—physical or virtual—is set when you create the extension. After you create the extension, the type is displayed in brackets in the Agent/Supervisor/Extension list on the left side of the Extension Configuration window. You can change a Virtual extension to a Physical one, and vice versa.
Chapter 15: Extension Configuration Figure 112. Triton Analog Station Line Properties dialog box Configure the following hardware extension-specific features: Parameter Description Message format with which to send Caller ID information: • None • SDMF – Single Data Message Format for supporting and sending a single data type, such as phone numbers. Caller ID Signal Format • MDMF – Multiple Data Message Format for supporting and sending multiple data types, such as name and number information.
Setting up Extensions Parameter Description Specifies how Caller ID will be detected: • CID between 1st and 2nd ring – Caller ID is received between first and Caller ID Transmission Methods second ring. (Most common in US/Canada) • DT-AS+CID prior to ringing – Dual Tone Alerting Signal Caller ID is received prior to ringing. • RP-AS+CID prior to ringing – Ring Pulse Alerting Signal Caller ID is received prior to ringing.
Chapter 15: Extension Configuration • If Name Line is set to Caller Number, it will display the caller number. If there is no number information, “Unknown” will be displayed. • If Name Line is set to DNIS Name, it will display DNIS name. If there is no name information, the DNIS number will be displayed. • If Name Line is set to DNIS Number, it will display the DNIS number. If there is no number information, “Unknown” will be displayed.
Adding or Removing Group Assignments Adding or Removing Group Assignments You can assign an extension to a hunt group in the Huntgroup Configuration window and to a workgroup in the Workgroup Configuration window. Conversely, you can assign a hunt group or a workgroup to an extension in the Extension Configuration window. To assign a group to the selected physical or virtual extension, 1. On the Group tab, click the group number in the Not Member list. 2.
Chapter 15: Extension Configuration Logging Outbound Workgroup Calls You can assign an agent to an outgoing workgroup, which is useful for call detail reporting and workgroup statistics. All calls made by the agent while logged into the workgroup will be tracked as calls from the workgroup. The agent’s outgoing workgroup can be assigned to any workgroup of which he is a member.
Setting Mailbox Options Editing Speed Dial Entries To add or edit an entry, 1. Double-click the Station Speed ID number you want to work with, or select the number and click Edit. Or click Add to add an entry. Figure 116. Speed Dial details 2. Select the ID number using the arrow, type in a name for the Speed Dial entry, then the full number as you would dial it, with a maximum of 20 digits per entry.
Chapter 15: Extension Configuration Figure 117. Extension Configuration, Mail Management tab Setting an Information-Only Mailbox You can check the Information Only Mailbox check box to set virtual or physical extension mailboxes to Information Only, then click Apply to to set one or more extension mailboxes. An Information Only mailbox allows callers to listen to customized recorded announcements. To repeat the announcement, callers are instructed to press the # key.
Setting Mailbox Options Mail Forwarding Options • Enable Mail Forwarding – selected, the user’s e-mail will be forwarded to the e-mail address you specify in the Forward Email Address box. The address should be a full address, including the domain (for example, jsmith@thecompany.com). If you enable mail forwarding, you also specify what you want done with the original messages after they have been forwarded.
Chapter 15: Extension 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 Agent/Supervisor/Extension list, then click the Notification tab. Figure 118.
Setting Message Notification Options Note: Message notification can also be set in MaxCommunicator and MaxAgent, and the settings are reflected in MaxAdmin. Emergency Notification When any extension dials an emergency number, the system can make calls to specified extensions, groups, or outside numbers. To configure this option, select the extension/group/outside number, and check the When Emergency Number Has Been Dialed check box. Emergency-number calls are logged to SecurityAlert.
Chapter 15: Extension Configuration Where Security Alerts Are Logged Security alerts are logged to ...\AltiServ\Log\SecurityAlert.txt. The log includes date, time, extension number, pad number, and the alert reason. Emergency calls are also logged to this file. Following are some examples: 2007-02-04 08:30:25 Extension 212 made more than 20 calls from voicemail(1:2) 2007-02-04 16:00:50 Extension 395 made more than a 120-minute call from voicemail(0:6).
Configuring Calling Restrictions • Seconds after Dialing – If the carrier of the outside phone number cannot provide an answer supervision signal, check this option and set a delay time. (Default 5 seconds, maximum 30 seconds.) Note: If the delay is set too long, the notified party will hear silence before the announcement is played. • Seconds after Answered – This field is set to 0 seconds and it is not configurable for notification to a phone number.
Chapter 15: Extension Configuration Figure 119. Extension Configuration, Restriction tab Note: You can use Apply to to apply call restriction settings to one, some, or all extensions. See “About the Apply To Button” on page 176 for more information on using Apply to. Setting Call Restriction Options You can use one of the following options in setting restrictions on an extension or on multiple extensions using Apply to. • No Restrictions on Outcalls • Internal Calls Only – extension-to-extension.
Setting Answering Options • Allow Calls to be Transferred or Conferenced to an Outside Number – when checked, the internal extension user can log into voice mail, make a call to a second party, then transfer or conference to a third party. • Allow User to Configure Forwarding, Notification, and Reminder Call to an Outside Number – This setting regulates extension call forwarding, voice mail notification, and reminder call configuration.
Chapter 15: Extension Configuration Forwarding All Calls Call Forwarding is available to all types of extensions. This is the Call Forwarding feature that is also accessible by the extension user by dialing #36. One Hop Limit to Call Forwarding for a Transferred Call There is a one hop limit to call forwarding when the call that is being passed is a transferred call.
Setting Answering Options For a trunk call, the wait time starts right after the digits are dialed (even while the target phone is ringing). For an extension call, the wait time starts after connecting to the extension (it does not start when ringing begins). • To Paging Trunk – This option is available only to virtual extensions. To use this option, you have to select a paging trunk in Trunk Configuration.
Chapter 15: Extension Configuration To enable these options, check the Enable No Answer Handling check box. Use the Number of Rings Before Handling scroll box to select a number between 2 and 20 for the times the telephone rings before the call is handled by the system. Select one of the following options for no answer call handling: • Forward to Extension – Select an extension number in the drop-down list. See “10-Hop Limit to Call Forwarding for Direct Calls” on page 196.
Configuring One Number Access Figure 122. Extension Configuration, One Number Access tab One Number Access Options In the One Number Access tab, use the list to select an option for One Number Access: • Disabled • Enabled at any time • Enabled during business hours only • Enabled during non-business hours • Enabled based on schedule If you select this last option, Enabled based on schedule, you can then select and set up to four different time periods using the From and To time lists.
Chapter 15: Extension Configuration Setting Caller ID Verification You can check the Verify Caller ID based on the following check box and then type in up to 10 phone numbers in the text boxes. Whenever the system detects a call from one of the numbers entered here during the selected schedule, the system searches for you by dialing the numbers configured in the Forwarding Number fields. Caution! If ONA is enabled and no numbers are entered for Caller ID Verification, ONA is available to all callers.
Setting Up Monitor Lists • If you add an extension (1001, for example) that belongs to Workgroup A to the Monitor List for a member of Workgroup B, the Workgroup B member will only be able to pick up personal calls to 1001, not workgroup calls. • In MaxSupervisor, the user can monitor only the workgroup(s) he or she logs in to, regardless of the monitoring rights assigned to his or her extension in MaxAdmin.
Chapter 15: Extension Configuration If they do not add the remote extensions to their Monitoring list, they will still see the remote extensions, but they will not see any activity for them. 202 MaxCS 7.
CHAPTER 16 Setting Up IP Extensions IP phones communicate with the system using SIP protocol to establish the signaling channel and media channel (the voice steam, using RTP protocol). With SIP implementation, the system establishes a signaling channel to an IP phone when the IP phone is in use. Figure 124. Concept of signaling and media channels The media channel (voice stream) is connected between two IP phones under normal operation.
Chapter 16: Setting Up IP Extensions Figure 125. Signaling and media channel between two IP phones Signaling Channels A SIP signaling channel communicates between the system and the IP phone to perform call control, including call setup, tear down, registration, and phone feature access.
Media Channels • SIP Extension Channel – Establishes a logical channel relationship with other analog and MobileExt ports (displayed on the SIPSP board configuration, Channel Mapping List). • SIP Extension Channel Activation – Associates an extension with a SIP Extension channel when IP phones register to the system (displayed in the Extension View window).
Chapter 16: Setting Up IP Extensions • Configure Codec Profile – Creating a profile for each codec type, jitter buffer, packet length, DTMF tone delivery, and ring back tone treatment (SIP Early Media). • Assign Codec to Device – Configuring codec profile to a single IP address or a range of IP addresses. 206 MaxCS 7.
Setting an IP Extension • Monitor Codec Usage – Viewing codec usage status. Setting an IP Extension To make an extension an IP extension: 1. In the Extension Configuration General tab, select the extension from the list at the left and check the Enable IP Extension check box. 2. Select the address type. • Using Dynamic IP Address – The system will associate the IP address to the extension when the IP phone registers automatically, or when the user logs on using #27+Enter from the AltiGen IP phone.
Chapter 16: Setting Up IP Extensions • Home Media Server ID – This configuration is meaningful for a gateway Softswitch system.
Setting an IP Extension When an IP phone registers to an IP extension, the system will check the IP address to determine which codec to use for the IP phone. Also see HMCP Codec Preference on page 132 for a discussion of the Codec Preference feature. For Local IP Phone Deployment If your local IP address is not in the pre-configured range, you need to add the local IP address range into the IP Codec setting. Otherwise the system will use the Default (Prefer G.723.1 support G.
Chapter 16: Setting Up IP Extensions 210 MaxCS 7.
CHAPTER 17 IP Phone Configuration This chapter discusses both AltiGen IP phones and Polycom IP phones. For instructions on configuring Polycom IP phones, refer to the MAXCS 7.5 Polycom Configuration Guide.
Chapter 17: IP Phone Configuration This panel applies only to AltiGen IP phones This panel applies to both AltiGen and Polycom IP phones Figure 126. IP Phone Configuration General tab The left side of the IP Phone Configuration window displays all the IP phone extensions that have been set up in the system. The status "Inactive" means the Enable IP Extension box is checked for this extension in the Extension Configuration window, but there is no IP phone logged in to the extension.
Configuring the AltiGen IP Phone AltiGen IP Phone Parameter Description Default Trunk Access Code Lets you set the digit required to enable a user to return an outside call from the Call Log. The default trunk access code can be the route access code, if it is set in MaxAdmin. Debug This is for debugging the IP phone using Telnet. You must enter a Diagnostic password when logging in to MaxAdmin (before you enter your Admin password) to enable this configuration.
Chapter 17: IP Phone Configuration General Parameter Description These settings secure the SIP signaling messages and the RTP. SIP signaling is secured using transport layer security (TLS). RTP or SIP-associated media is secured using the secure RTP (SRTP) protocol. • Persistent TLS – Check this setting to have the selected extension communicate using TLS. The TLS protocol allows applications to communicate across a network in a way designed to prevent eavesdropping, tampering, and message forgery.
Configuring the AltiGen IP Phone Figure 127. IP Phone Configuration window, IP 805 tab Note: The Copy From button allows you to copy Programmable Key settings from one IP phone extension to another. No other settings are carried over. Parameter Description Use the list to assign one of the following functions to the desired keys: • N/A – When selected, the corresponding programmable key cannot be used.
Chapter 17: IP Phone Configuration • Feature Code – When selected, enter a MAXCS feature code in the field below; this will be associated with the corresponding programmable key to dial this feature code. • Admin Defined # – When selected, this programmable key can be configured by the administrator only. Enter a valid number 0~9, *, #, or F (Flash) in the field below. One use for this can be to tag a call with an account code by pressing one button.
Configuring Auto-Discovery of Server IP Address that is not configured in the DHCP option 120. Setting Up DHCP Option 120 Different DHCP servers have different ways to set up options. The following example uses Microsoft Windows DHCP Server to define option 120. Since option 120 is not available by default, you must create it. 1. Open the DHCP configuration window. Right-click the server and select Set Predefined Options 2. Right-click the server and select Set Predefined Options. Click Add 3.
Chapter 17: IP Phone Configuration 4. Enter the following: Name: AltiGen Server IP Address Data Type: String Code: 120 Description: AltiGen Server IP Address 5. Click OK twice. 6. Under the DHCP scope you created is a field labeled Scope Options. Right-click Scope Options and select Configure Options. Check option 120 and enter the IP address of your MAXCS server in the String value field 7. Check option 120. 8. Enter the IP address of your MAXCS server in the String value field. 9.
Configuring Auto-Discovery of Server IP Address 10. Right-click the scope option 120 and select Activate to activate the scope. On the AltiGen IP Phone The IP phone's System menu includes an item called Auto Discovery. The user can select YES or NO for this menu item. The factory default is YES. When you Upgrade Firmware • When you upgrade from firmware that does not support Auto Discovery, Auto Discovery will be disabled by default.
Chapter 17: IP Phone Configuration When You Have Two AltiGen Servers in the Same Network If there are two AltiGen servers in the same network, some AltiGen IP phones will get the wrong server IP address and cause log on failure. See the warning in Configuring Auto-Discovery of Server IP Address. Polycom Configuration For instructions on using the Polycom tab to configure BLF and Line Park slots for Polycom phones, refer to the MAXCS 7.5 Polycom Phone Configuration Guide. Figure 128.
CHAPTER 18 Mobile Extension Configuration If your company has employees working at home or servicing customers in the field, you can connect their home phones or cell phones to the AltiGen PBX, providing them with the same productivity features as if they were working in the office.
Chapter 18: Mobile Extension Configuration Figure 129. MobileExtSP board diagram T1, PRI, analog, and SIP trunks can be shared for regular incoming and outgoing calls and mobile trunk connections. A mobile trunk can be assigned a Group ID and mobile extensions can be assigned to the appropriate group. An analog trunk can be dedicated to one mobile extension user. A PRI trunk and SIP trunk can only be shared by all mobile extension users.
Configuring the MobileExtSP Board 2. Click the Add/Remove button to add mobile trunks. 3. Add trunks to the Mobile-trunk Member List from the Not Member List by selecting the channels and clicking the Left Arrow button. You can use the Shift key or Ctrl key to select multiple channels. MaxCS 7.
Chapter 18: Mobile Extension Configuration You need to assign a Group ID to the channels. This Mobile Trunk Group ID allows you to differentiate MobileExt users connecting through different trunk types, like PSTN, SIP, or cell phone gateway. You can assign a mobile extension to use a specific trunk group.
Configuring an Extension as a Mobile Extension 5. Note the logical ID of the MobileExtSP board. You will need it when you assign an extension to a mobile port. 6. When you are finished adding channels as mobile trunks, restart MaxCS 7.5 . Configuring an Extension as a Mobile Extension To configure an extension as a mobile extension, 1. Open the Extension Configuration window. 2. To assign an extension to a mobile extension port, select a virtual extension and change it to a physical extension.
Chapter 18: Mobile Extension Configuration For a mobile phone using MaxMobile Communicator, clear all the Phrase check boxes. Figure 132. ExtensionAnywhere Configuration – MobileExtSP dialog box • Name Enter the name of the person using the mobile phone. • Target Phone Number – Enter the number of the mobile phone. This is used when MaxCS 7.5 makes a call through PSTN to the mobile phone. Do not include the trunk access code. • Caller ID – Enter the phone number of the mobile phone.
Configuring an Extension as a Mobile Extension dial tone when calling into this specific trunk port. Use the Browse button (…) to select the desired mobile trunk. Figure 133. Mobile Trunks dialog box • In the Phrase panel, you have three options: You can select either Press Any Key To Answer Call or Play Phrase After Answered. And you can select Play Phrase Before Dial Tone. You can use the Apply button to apply selections in this panel to other mobile extensions.
Chapter 18: Mobile Extension Configuration • Assign an AltiGen MaxMobile license to the extension. To do this, from the MaxAdmin main menu, select License > Client SEAT License Management. In the Client SEAT License Management dialog box, select MaxMobile in the License Types column, and add the appropriate extension to the Members list. • When using a SIP trunk as MaxMobile trunk, the Early Media option must be enabled for the SIP trunk.
CHAPTER 19 Hunt Group Configuration The hunt group is a simple call distribution application for operator, call coverage group, integration with a fax server, or a user with multiple extensions connecting to different devices.
Chapter 19: Hunt Group Configuration Figure 134.
Setting Up Huntgroups Setting Up Huntgroups Set up new huntgroups in the Huntgroup Configuration window. To add a hunt group, 1. Click the Add button under the Group List. Figure 135. Adding a new Hunt Group 2. Type in a group number for the hunt group. 3. Check the Global group check box if you want the group to be visible to other systems within the VoIP domain. See the sectionEnterprise VoIP Network Management for more information. 4. Click OK.
Chapter 19: Hunt Group Configuration Setting Call Restrictions The call restriction rules on the General tab apply to users making outbound calls from within voice mail and several hunt group settings. These settings do not impact the call restriction settings configured for the hunt group member's extension in Extension Configuration.
Setting Hunt Group Mail Management Figure 136. Huntgroup Configuration, Group Member tab 3. Select the extension number(s) in the Not Member list. Use Ctrl+click or Shift+click to select several extensions. 4. Click Add to move them to the Member list. Note: If the hunt group pilot extension is configured to Ring All Available Members, the maximum number of members is 20. See “Setting Call Handling Options for details. Removing Extensions from a Hunt Group: 1.
Chapter 19: Hunt Group Configuration Figure 137. Huntgroup Configuration, Mail Management tab Note: You can use the Apply to option to apply mailbox settings to one, some, or all huntgroups. Disabling a Mailbox When you disable a mailbox, the normal greeting is played but callers cannot leave messages. Setting E-mail Options On the Mail Management tab, you can set the e-mail options for the hunt group: • E-mail Name – The hunt group’s e-mail name without the @domain.
Setting Message Notification Options Setting Mailbox Playback Options You can use the following check boxes to turn on or off options for listening to playback of recorded messages.
Chapter 19: Hunt Group Configuration Figure 138. Huntgroup Configuration, Notification tab Individual users can also configure Message Notification within the AltiGen Voice Mail System. Note: You can use the Apply to option to apply mailbox settings to one, some, or all huntgroups. See “Apply to Button” on page 230 for more information on using Apply to.
Setting Message Notification Options • Phone/Pager – For the Phone and Pager options, first specify the trunk or route access code using the list next to the Extension radio button. The Any option means to locate any available trunk. Then type in the number with all relevant dialing prefixes other than the trunk code, using a maximum of 63 digits.
Chapter 19: Hunt Group Configuration • Seconds after Answered – If the answer supervision signal is provided by the carrier, check this option and set the delay timer to 2 to 5 seconds. In some cases, the pager carrier cannot detect DTMF right after the call connection. (Default is 10 seconds, maximum is 30.) Note: You may need to try a different delay setting to make sure the user return number is transmitted properly after configuration.
Setting Call Handling Options Handling Busy Calls You have several options for handling calls while the agents in a hunt group are busy. If you do not enable busy call handling, the caller simply hears a busy signal. To enable the options, check the Enable Busy Call Handling check box, then select from the following forwarding options: • Group Queue – The caller will stay in the hunt group queue waiting for any agent to become available.
Chapter 19: Hunt Group Configuration • Group – Take the call out of hunt group and forward it to another group. • Group Voice Mail – Transfer the caller to the hunt group voice mail when the first available agent does not answer the call. • Member Voice Mail – Transfer the caller to the first available agent's voice mail if this agent does not answer the call. • AA – Take the call out of the hunt group and forward it to an auto attendant.
About Fax-over-IP Hunt Groups Figure 140. Huntgroup Configuration, Queue Management tab The default audio peripheral setup is discussed in “Audio Peripheral Configuration” on page 62. Setting a custom configuration in the Queue Management tab involves selecting other available phrases from the lists. Depending on how long the caller is in the queue, the caller will hear phrases 1-5, in order, after which phrase 5 will be repeated.
Chapter 19: Hunt Group Configuration 242 MaxCS 7.
CHAPTER 20 Paging Group Configuration The IP paging group is a group of IP phones that can receive station paging. This feature also can be used as IP zone paging by creating multiple paging groups. Note: Polycom paging groups are supported by the MAXCS Private Cloud service; AltiGen paging groups are not supported by the Private Cloud service. Paging is limited to the local LAN. AltiGen IP phone Implementation details: • Polycom paging groups are now supported.
Chapter 20: Paging Group Configuration To configure paging, select PBX > Paging Group Configuration. Figure 141. Paging Group Configuration window Setting Up a Paging Group 1. In the Paging Group configuration window, below the Group List, click the Add button. 2. Enter a number for the paging group. 3. Check the Global Group check box if you want this group to be visible to other gateways. Check Polycom paging group if you want this group to be for Polycom phones. Click OK. Figure 142.
Adding Members to a Paging Group Adding Members to a Paging Group 1. On the Group Member tab of the Paging Group Configuration window, select the desired extension(s) in the Not Member list. Use Shift+click or Ctrl+click to select several extensions from the list. 2. Click the Add button to move them to the Member list. Figure 143. Paging Group Configuration, Group Member tab When a member is added, its default state is Login. Paging group members can use #54 to perform group login or #56 to log off.
Chapter 20: Paging Group Configuration • In order to add an extension to a Polycom Paging Group, the extension must have a registered Polycom phone and it must have a Polycom Advanced Features license assigned to it. • A total of 25 Polycom paging groups are available. • Each Polycom Paging group must be assigned to a channel ID, 1-25. Channel IDs are shared across multiple MAXCS systems on the same network.
Polycom Paging Groups Figure 145. Enter information for the new Polycom paging group 7. To add extensions to Polycom Paging groups, select the group in the list and open the Group Member tab. Move extensions from the Not Member list to the Member list. Click Apply. 8. Click Reboot affected Polycom phones. This sends the updated configuration to any Polycom extensions that are impacted by the changes; phones with active calls will be rebooted after the call ends.
Chapter 20: Paging Group Configuration 248 MaxCS 7.
CHAPTER 21 Line Park Configuration The Line Park feature is a kind of call park method. The main differences between Line Park and system call park are the following: • A Line Park ID can be assigned to a specific IP phone's softkey or programmable key; the system call park cannot. • Line Park IDs can be grouped as a Line Park Group for call routing purposes; the system call park ID is assigned by the system automatically.
Chapter 21: Line Park Configuration Configuring Line Park To configure line park, select PBX > Line Park Configuration. Figure 146. Line Park Configuration window Setting Up a Line Park Group 1. In the Line Park Configuration window, click the Add button below the Groups list. 2. Enter a name in the dialog box, and click OK. 3. Select line ID numbers from the Non-Member List and click the Add button to add them to the Member List. 4.
Configuring Line Park The name of the selected group appears here Figure 147. Configuring a Line Park group’s member extensions 5. Select members for this Line Park group from the Non-Members list, and click the Add button to move them to the Members list. Members of a Line Park group can use their MaxCommunicator or MaxAgent applications to see and pick up calls parked for this group. Any extension can park a call to any group.
Chapter 21: Line Park Configuration • Allow #51 to pick up – when this check box is checked, it allows a user to pick up parked calls from a phone set using #51, followed by the Park Line ID. Deleting a Line Park Group 1. In the Line Park Configuration window, select a Line Park Group from the Groups list. 2. Click the Delete button below the Groups list. 252 MaxCS 7.
CHAPTER 22 Workgroup Configuration The workgroup is an automatic call distribution (ACD) feature designed to enhance customer service operations with queuing, distribution, agent management, real-time status, and call logging capability. You can configure up to 64 groups, including workgroups, hunt groups, and paging groups. When adding members to a workgroup, the following rules apply: • Concurrent login agent seat license is required. • One agent login to multiple workgroups requires only one license.
Chapter 22: Workgroup Configuration • General – Create workgroup pilot numbers, group descriptions, service level threshold and call recording options. • Group Member – Add or remove members from workgroups • Business Hours – Set business hours for workgroups • Skill Based Routing – Define skill levels and skill-based routing rules. • Mail Management – Set capacity and features options for extension mailboxes. • Notification – Set preferences and options for voice mail notifications.
Setting Up Workgroups Numbers Letters Numbers Letters 4 G, H, I, g, h, i 8 T, U, V, t, u, v 5 J, K, L, j, k, l 9 W, X, Y, Z, w, x, y, z • DID Number – Each workgroup can be assigned a DID number. This number does not have a fixed length, but the length must be long enough (range 2 - 16) for the system to match the DID incoming call. • Enable Dial-By-Name Service – Check this box to allow callers to search the list by employee name for this workgroup extension.
Chapter 22: Workgroup Configuration Figure 149. Service Level Calculation dialog box In the Method Options section, select one of the following: • TSL (Total Call Service Level) – The service level calculation is: TSL% = Total WG inbound calls within SLT / Total WG inbound calls. This is the default option. • ASL (Answered Service Level) – The service level calculation is: ASL% = Total WG inbound calls answered within SLT / Total WG inbound calls.
Setting Up Workgroups • Insert Recording Tone – Plays a recording beep to alert the parties that the conversation is being recorded, then plays a periodic recording alert tone. The tone is recorded together with the conversation. • Record X out of 10 calls – If recording to a central location, automatically records incoming and outgoing workgroup calls, as specified. (The default is to record all workgroup calls.) To see this option, click the Agent Recording Management button.
Chapter 22: Workgroup Configuration With MaxCS systems, the repeating tone is only available if one channels in use is SIP. With two TDM channels, there can be no repeating tones. Figure 150. The Repeating recording tone option Establishing Workgroup Membership Add agent extensions to a workgroup on the Group Member tab in the Workgroup Configuration window. Figure 151. Workgroup Configuration, Group Member tab To add extension(s) to a workgroup, 1. Select the workgroup in the Group List. 2.
Setting Business Hours Figure 152. Skill Level dialog box 5. Click the desired Skill Level Index, then click OK. Agents who are members of more than one workgroup can have a different skill level assigned in each group. To remove extension(s) from a workgroup, 1. Click the extension number(s) in the Member list. 2. Click Remove to move them to the Not Member list.
Chapter 22: Workgroup Configuration Figure 153. Workgroup Configuration, Business Hours tab Set the business schedule parameters as follows: Parameter Business Hour Description Use the list to select a Business Hours profile to apply to the workgroup (profiles are configured in the System Configuration window - see “Setting Business Hours” on page 51).
Skill Based Routing Skill-based routing can increase customer issue resolution on the first call, lower the abandoned call rate, and in turn increase customer satisfaction. The Skill Based Routing tab in the Workgroup Configuration window lets you define up to nine different levels of skill needed to handle the variety of a workgroup’s calls. Skill definitions Agents who are assigned to the selected skill number Figure 154.
Chapter 22: Workgroup Configuration Operational Limitation When configuration Skill based routing, be aware of a known operational limitation with queue announcements. If the announcement is shorter than the escalation time, then the system escalates the call at the end of the announcement instead of waiting for the escalation time to expire. Defining Skills for a Workgroup 1. Select a workgroup in the Group List. 2.
Skill Based Routing • Equal or Higher than SKLR of Incoming Call Any agent whose skill number is equal to or higher than the SKLR of the incoming call may handle this call. Agents with the lowest skill number are rung first. With this option, that would be agents whose skill number matches the SKLR. Set the SKLR (see “Skill Based Routing” on page 260) as if you were setting a minimum skill level requirement for the call.
Chapter 22: Workgroup Configuration Example 2: Coverage rule is Equal or Higher and Enable SKLR Escalation is checked. The above configuration means: 1. When a caller with SKLR 9 waiting is in queue for 30 seconds, the caller's SKLR will be changed to 8. Agents with skill level 8 and 9 are able to handle the call. 2. If the caller stays in queue for more than 60 seconds, the caller's SKLR will be changed to 7. Agents with skill level 7, 8, and 9 are able to handle the call. 3.
Setting Workgroup Mail Management Figure 156. Workgroup Configuration, Mail Management tab Note: You can use the Apply to option to apply mailbox settings to one, some, or all workgroup. Disabling a Mailbox When you disable a mailbox, the normal greeting is played but callers cannot leave messages. Setting E-mail Options On the Mail Management tab, you can set the e-mail options for the workgroup: • E-mail Name – The workgroup’s e-mail name without the @domain.
Chapter 22: Workgroup Configuration Setting Mailbox Playback Options You can use the following check boxes to turn on or off options for listening to playback of recorded messages.
Setting Message Notification Options Figure 157. Workgroup Configuration, Notification tab Individual users can also configure Message Notification within the AltiGen Voice Mail System. Note: You can use the Apply to option to apply mailbox settings to one, some, or all workgroups. Setting the Message Types for Notification Select the types of messages for which the workgroup user will be notified: • None – When selected, the user is not notified with a call regarding newly received messages.
Chapter 22: Workgroup Configuration • Custom App – When used in conjunction with a third-party notification application, the Custom App feature enables an extension to connect to an application that can receive the notification event; use the list to choose the log-on extension to which the third-party application is connected. Contact your local AltiGen Partner for more information on using this feature. Note: The Reminder Call will not work with this selection.
Setting Call Handling Options Setting Notification Business Hours You can choose one of three options for when the extension user is to be notified of new messages: • Non-Business Hours – Notify only during non-business hours. Business hours are set in System Configuration, Business Hours tab (see “Setting Business Hours” on page 51). • From/To – Notify during a specified time of day. Select the hours in the From and To time scroll boxes. • Any Time – Notify at all times (every day).
Chapter 22: Workgroup Configuration • Group Voice Mail • AA – Forward caller to an auto attendant. • Extension – Forward caller to an extension. • Group – Forward caller to another group. • Line Park – Forward caller to a Line Park group. Forwarding All Calls When you do not want the workgroup to handle any calls, check the Enable Forward To option in the Forward All Calls section of the Call Handling tab, and select an option.
Setting Call Handling Options Set RNA Agent Auto Logout Check Box Select this option to have the system automatically log out an agent extension from a workgroup if RNA is encountered. Set RNA Agent Not Ready Check Box Select this option to have the system automatically set an agent’s extension in a workgroup to not ready if RNA is encountered.
Chapter 22: Workgroup Configuration • Total Login Time = Cumulative WG login time since midnight • Total Talk Time = Cumulative WG Inbound + Outbound call duration since midnight • Total Calls Handled = Total number of WG calls (Inbound + Outbound) handled by the agent since midnight If a new agent logs into a WG that has been operating for several hours, this agent will have the highest priority to take the call.
Queue Management – Basic This field is used to calculate the score of each call in a workgroup’s queue. Depending on the call’s assigned priority and the skill of the agent that is available, the score will determine which workgroup’s call gets answered first. The call with the highest score is answered first. Use the up/down arrows to increase or decrease the weight values for Priority and Skill values. The first box is the weight for agent skill in a workgroup.
Chapter 22: Workgroup Configuration Figure 159. Workgroup Configuration, Queue Management tab, Basic Queue Control When Basic is selected in the Queuing Control field, the following queue management options are available: Setting Queue Phrase Options For each workgroup, you can either use the system default phrases or you can set up a custom configuration. The default audio phrases are discussed in “Audio Peripheral Configuration” on page 62.
Queue Management – Basic Expected Wait Time Sampling To calculate Expected Queue Time, the system needs to take samples when a workgroup starts operation. You can set the following parameters to set a sampling period and a fixed Expected Queue Time announcement during sampling period. The expected queue time counter is reset for all workgroups daily at midnight. • Initial Sample Call Count [1 to 100] – How many calls you would like to use as initial samples.
Chapter 22: Workgroup Configuration Note: Forwarding calls to a pager is possible but not recommended since callers will only hear what is heard when calling a pager and will not know to enter a return phone number unless instructed.
Queue Management – Advanced Announcement The Announcement tab allows for configuration of queue announcements. Figure 161. Workgroup Configuration, Advanced Queue Management, Announcement tab To configure queue announcements: 1. Select any of the following check boxes: • Use Default System Phrases • Queue Position • Expected Wait Time 2. If you are not using default system phrases, use the lists to select the Greeting Phrase and Update Phrases that will be played to callers in queue. 3.
Chapter 22: Workgroup Configuration Figure 162. Workgroup Configuration, Advanced Queue Management, Menu Selection tab To set up the Menu Selection: 1. In the Digits field, select 0 – 9, # or *. 2. For the highlighted digit, select a Prompt from the phrase list and click Add. You can add one or more prompts, then use the Up or Down buttons to determine the order in which the prompts are played. 3. Use the list to select one of the following actions, then click OK or Apply.
Application Extension Queue Control – Calls in Queue exceed – Can be between 0 and 150. This is the number of calls in queue that will cause overflow. For example, 5 calls mean that once a queue has 5 calls in queue, the system will forward the overflow calls according to a specified action. – Wait time longer than – Can be between 0 and 200 minutes. This is the time that a call must have been waiting in queue for the call to be overflowed. – Service level lower than – Can be between 0 and 100%.
Chapter 22: Workgroup Configuration Agent Logout Reason Codes In a workgroup environment, logout reason codes allow agents to specify why they are signing off from the workgroup, and the manager can view that information. If logout reasons are required, the system requests a reason at logout from the phone set and from the Agent application. The Agent Logout Reason Configuration window lets you require a logout reason, and it provides for defining up to 20 reason codes.
MaxCall Configuration Figure 166. MaxCall Configuration screen • ID – Campaign IDs are assigned sequentially by the MaxCS 7.5 system. • Campaign Name – The name you give to a calling campaign. • Transmitted CID – The caller ID to transmit to the callee when an agent makes a call and uses MaxCall to play a phrase to the callee’s phone. Adding a Transmitted CID 1. Click the Add button. The Campaign and Transmitted Caller ID dialog box opens: 2.
Chapter 22: Workgroup Configuration Editing a Transmitted CID 1. Select a campaign and click the Edit button. 2. Make your changes, and click OK. Deleting a Transmitted CID To remove a campaign, select it and click the Delete button. The entry is deleted. 282 MaxCS 7.
CHAPTER 23 Using MeetMe Conference MAXCS provides two different types of conference bridges, Station and MeetMe Conference. Station conferencing is handled from the phone or the desktop client on the fly and requires no configuration in MaxAdmin. The MeetMe Conference is a group conferencing feature that requires the following: • A phone meeting needs to be scheduled first by the conferencing host through the client application, or by the system administrator in MaxAdmin.
Chapter 23: Using MeetMe Conference Setting the MeetMe Conference Extension Before MeetMe Conference can be used, you must assign a MeetMe Conference extension number. This extension must be dedicated to MeetMe and is the extension that users will always call to join a scheduled meeting. To assign an extension to MeetMe, select PBX > MeetMe Conference Configuration. 1. Enter an extension number in the MeetMe Conference Extension Number field. 2.
Working in the MeetMe Conference Window • Modify or delete a meeting • See meeting ID, subject, scheduler, time, frequency, start time, the last time the meeting started, its status, and the resource being used. • Display or hide outdated meetings • Modify column display Working in the MeetMe Conference Window Click a button to perform a function (for example, create a meeting).
Chapter 23: Using MeetMe Conference The options in the middle panel change, depending on the schedule you select. The following parameters apply to all meetings: Parameter Description ID The conference ID is created by the system. Scheduler The name of the person scheduling the meeting. Schedule Time The time the Create Meeting dialog box was opened to create this meeting. Subject Identifies the subject or type of meeting. What you enter here should be easily identifiable in the meeting list.
Creating a Meeting Note: If other scheduled meetings have already reserved resources for the time period, and sufficient resources are not available for the meeting you are attempting to schedule, a message indicates that there is a resource conflict. One Time Only Meeting If you select One Time Only from the Frequency list, these are your options in the middle panel: 1. Specify the duration of the meeting, using the Up/Down arrows (unless this is to be a “permanent” meeting). 2.
Chapter 23: Using MeetMe Conference Monthly Meeting If you select Monthly from the Frequency list, these are your options in the middle panel: 1. In the Every field, specify how often this meeting is to occur: every month, every other month, every three months, and so on. 2. In the Duration field, specify the duration of the meeting, using the Up/Down arrows. 3. In the Start field, specify the start of the meeting by clicking the Down arrow and using the slide bar. 4.
Modifying the E-mail Template In the Invitation window, you can then click the button to open Microsoft Outlook. The meeting invitation is pasted into a new message in Outlook, and the Outlook Subject field is filled in with “Conference Call Invitation”. Choose the people to whom you want to send the invitation, make any edits you may want to make, and click Send. Modifying the E-mail Template You can edit the e-mail template used by MeetMe Conference to be suitable for your situation.
Chapter 23: Using MeetMe Conference What the MeetMe Conference Host Can Do In addition to starting and stopping a meeting, the host of a MeetMe conference can: • Mute other participants • Drop participants from the conference • Make someone else the host Note: If a conference has configured more than 30 reserve seats, the system will automatically mute all participants to maintain voice quality. The conference host can then un-mute up to 30 participants.
CHAPTER 24 Location-Based E911 (for Roaming Users) This feature is designed for roaming users who log into various IP phones at different locations, to use those phones as their extension. E911 Caller ID (CID) information is sent to PSAPs (Public Safety Answering Point) when a user calls 911 from an IP phone. A new feature has been added to MaxCS that allows administrators to configure unique E911 Location IDs for specific locations.
Chapter 24: Location-Based E911 (for Roaming Users) Designing E911 Location IDs for Your Organization Administrators can set up various E911 Location IDs (up to 10,000). The strategy of how you implement E911 Location IDs will depend upon your unique business.
E911 Hierarchy If an IP phone does not have the correct firmware version, then you cannot configure an E911 Location ID for the phone until you upgrade its firmware. New AltiGen IP phones are shipped with the default E911 Location ID entry of 0. The following phones are not supported: • AltiGen IP 600 • Analog phones connected to the MaxCS server • Other 3rd party SIP phones E911 Hierarchy The system follows this hierarchy to retrieve E911 information when a user places a 911 call from an IP phone: 1.
Chapter 24: Location-Based E911 (for Roaming Users) Figure 167. The Location Based E911 Configuration panel The following table describes the information shown in this panel. Parameter Description E911 LID (Location ID) 1-10,000. Enter a unique number for this entry. E911 CID (Caller ID) The local E911 Caller ID which is used as a Caller ID when the extension places an emergency call. This field is also unique; each E911 LID must have a different E911 CID.
Requiring a Password to Change E911 Location ID Figure 168. The Call Back Expiration field When Enable Callback is checked, this field sets the expiration time for the routing of response calls. Response calls will be routed to the last extension that placed an E911 call if the response arrives within that expiration time. After this interval has expired, response calls will be routed using the standard incoming call routing configured in MaxCS. 3. Click Add. Figure 169.
Chapter 24: Location-Based E911 (for Roaming Users) Figure 170. Enable password protection for E911 entry 3. Once you check that checkbox, the Password field above it becomes active. Enter a password. Your entry will be the password that the user must enter in order to change the Location ID assigned to the phone. Click OK. Note: You can use the Apply To feature to apply this requirement and the password to multiple phones.
Assigning E911 Locations on AltiGen IP Phones Parameter Description IP Address The IP address of this phone. MAC Address The MAC Address of this IP phone. Polycom phones will not display a MAC address. Type The type of phone. Last Login Time The last time that this IP phone logged into the MaxCS system. The current state of this IP phone. You can filter the data in this list as needed. • Active - The IP phone is currently registered with the MaxCS Status system.
Chapter 24: Location-Based E911 (for Roaming Users) 298 MaxCS 7.
CHAPTER 25 Network Configuration Guidelines for VoIP Real-time applications such as voice communications require a networking environment that meets certain requirements to deliver and maintain good voice quality. Follow these network configuration guidelines when using MAX Communication Server’s VoIP features. ISP/Intranet Quality of Service (QoS) • If you subscribe to the public IP network or use your own Intranet, make sure the maximum network delay is less than 100 milliseconds.
Chapter 25: Network Configuration Guidelines for VoIP Ethernet II Framing Header The Ethernet II framing header is defined as follows, with 802.1Q VLAN tag and 802.1p priority bits: For 802.1Q VLAN-tagged Ethernet frame, the Tag Protocol Identifier (TPID) or Ethernet Type is set to 0x8100. The next 16 bits defines the VLAN and QoS bits: • Priority Code Point (PCP): a 3-bit field which refers to the IEEE 802.1p priority.
Virtual LANs Once the 802.1p property is enabled, the operating system should notify the NetFilter driver whether the NIC supports the 802.1p feature. For 802.1p, eight different classes of service are available, expressed through the 3-bit user priority field in an IEEE 802.1Q header added to the frame. In MAXCS, 802.1p tagging is implemented in the NetFilter driver in the server side applying QoS tagging to the voice packet.
Chapter 25: Network Configuration Guidelines for VoIP Enabling VLAN VLAN can be enabled and configured in the AltiGen IP phone: Network > Enable VLAN > Yes. After enabling, set VID:Phone and VID:PCPort IDs. It can also be configured in MaxAdmin in the AltiGen IP Phone Configuration screen, General tab. WAN Bandwidth Refer to the table on page 308 for bandwidth requirements for various transmission media with different codecs and frame sizes.
Network Using NAT Network Using NAT You are probably using NAT if both of the following conditions apply: • Your MAXCS ACM server's IP address matches any of the following numbers (where x is any number from 0-255): • 10.x.x.x • 172.16.x.x to 172.32.x.x • 192.168.x.x • You are able to connect to the Internet directly without using a proxy server. • Contact your router/firewall vendor to obtain a software update for your networking equipment, or obtain routable address space from your Internet provider.
Chapter 25: Network Configuration Guidelines for VoIP Private Network Configuration Example (MAXCS with private IP address and behind NAT) Only the private IP address is used in a private network. The public router will not route the packet that has a private IP address as its destination. (All IP addresses beginning with 192.168.x.x, 10.x.x.x, or 172.16.x.x to 172.32.x.x are private IP addresses.) Figure 172. MAXCS behind NAT This figure shows a private network, 192.168.1.
Configuration Guidelines for NAT • Router 2 – No special configuration is needed for Router 2. Also, more than one AltiGen SIP phone can sit behind Router 2. Example Setup: SIP IP Call from Another MAXCS on the Internet Another MAXCS can make an SIP IP call to this MAXCS by calling the MAXCS's public IP address, which is 169.254.101.2. VPN Network Configuration Example (Connecting to MAXCS with VPN) Figure 173.
Chapter 25: Network Configuration Guidelines for VoIP When configuring the remote IP phones – IP Phone 3, IP Phone 4, and IP Phone 5 – you should set up the AW address to use the MAXCS IP address. For the VPN Tunnel between the Two Private Networks: You must set up a VPN tunnel to connect the two private networks. The VPN setup procedure may be complicated and is generally performed by a professional IT technician.
CHAPTER 26 Enterprise VoIP Network Management Note: With MAXCS Private Cloud systems, Enterprise Manager’s domain-related features require a VPN or MPLS to the cloud service. The VoIP-related aspects of both single-server systems and multi-site VoIP domains are configured in Enterprise Manager, available from the VoIP menu or the Windows Start menu. In addition, multi-site VoIP domain management – including directory synchronization and routing – is handled here.
Understanding VoIP Bandwidth Requirements Understanding VoIP Bandwidth Requirements Before starting VoIP related configurations, it is helpful to have some understanding of VoIP bandwidth requirements, so that you can plan your VoIP deployment properly. Also see Network Configuration Guidelines for VoIP.
Opening Enterprise Manager • For multisite VoIP domain management, from the Windows Start menu, select All Programs > MAXCS > Enterprise Manager. A login screen opens. (With this method you can log in to the Domain Master from any member system or remote desktop.) Figure 174. The Login panel for Enterprise Manager User name Password Login Domain Via Server DomainAdmin (Logging in as DomainAdmin gives you rights to change the entire Enterprise Manager configuration.) Default: 22222.
Overview of Enterprise Manager Overview of Enterprise Manager After you log in, the Enterprise Manager window opens. Change Password Configure Codec Profiles Display Servers Configure Users, Departments Configure Global Least Cost Routing Figure 176. The Enterprise Manager window Click a tab to view or configure settings on that tab. Information on a tab is related to the selected server. Click buttons in the toolbar to perform configuration tasks. Click a column heading to sort by that column.
Setting VoIP Codec Profiles Tabs Displayed with the Servers Button • Information tab displays information about the selected site and lets you configure a PSTN number for global extension rerouting as a failover when the TCP/IP network is down. You may also assign an alternate server to which to redirect global AltiGen IP phones when their primary server is down. • IP Networks tab defines IP networks and the bandwidth information for an MAXCS site.
Setting VoIP Codec Profiles Figure 178. The IP Codec sub-tab showing devices and their assigned codecs To open a window where you can set or modify codec profiles, click the Codec button in the Enterprise Manager toolbar. Figure 179. Codec profile setting window in Enterprise Manager Named codec profiles are listed on the left. To create a new profile, 1. Click the Add button. 2. Name the new profile and click OK. Make your changes, and then click OK.
Setting VoIP Codec Profiles Codec Parameter Description There are several options: • G.711 Mu-Law • G.723.1 • G.729 • G.722 (supported on Softswitch and Cloud deployments only) Codec G.711 provides toll quality digital voice encoding, and G.723 and G.729 use low rate audio encoding to provide near toll quality performance under clean channel conditions. G.722 is a wideband audio codec. It provides higher voice quality than more narrow-bandwidth codecs such as G.711.
Setting VoIP Codec Profiles Codec Parameter 314 Description SIP Transport There are several SIP Transport options. Note that security options TLS and SRTP can be configured for individual IP phone extensions in the IP Phone Configuration screen. (For more information on security settings, see “SIP Transport” on page 214.) Extension-level configuration takes precedence over a codec profile that is assigned in Enterprise Manager. See the next section.
Setting Codec Priority Click Advanced to access additional advanced parameters. Figure 180. The Advanced Codec Profile Settings panel Description Advanced Codec Parameter G.711 / G.722 / G.723 / G.729 Jitter Buffer Range (ms) Indicates the delay, in milliseconds, used to buffer G.711, G.722, G.723, and G.729 voice packets received from the IP network. Voice packets sent over the IP network may incur different delays due to network load or congestion.
About the G.722 Codec Codec Negotiation The logic for negotiating codec capabilities varies for various types of connection. Codec Negotiation - Server to Client With a server-to-client connection, the highest priority codec in the server's codec list that is supported by the client will be assigned. Following is an example of a typical setting for SIP devices on a LAN: G.722, then G.711 Mu-Law. This hierarchy allows Polycom phones and the AltiGen IP-805 phone to connect via G.722.
Assigning Codec Profiles to IP Addresses The G.722 codec is supported in HMCP media servers only. AltiGen's telephony boards, including the Triton and Vision boards and the Max1000 and Max2000 boards, do not support the G.722 codec. G.722 is supported by the following devices: • AltiGen IP 805 phone - G.722 64 kbps ONLY • Polycom phones • SoundPoint IP-335, IP-550, IP-560, IP-650, IP-670 • SoundStation IP-6000, IP-7000 • VVX 300, VVX 310, VVX 400, VVX 410, VVX500, VVX 600 • SIP tie trunks The G.
Managing IP Networks Figure 185. The IP Codec sub-tab By default, all private addresses are set to G.711 codec only. You can add individual IP addresses and address ranges and assign a codec to each. Add IP Addresses and Address Ranges and Assign a Codec 1. Click the Add button in the IP Device Range panel (the panel on the right). 2. Enter an IP address range (for dynamic IP addressing), or enter the same address in each field if this is a static address.
Managing IP Networks The tab allows you to specify the following limits: • Bandwidth for VoIP sessions in the Public Pipe • Bandwidth for VoIP sessions in the Intranet Pipe • NAT support when the server is behind a NAT router The Public Pipe is the WAN connection to the public Internet, including IP-VPN over WAN. The Intranet Pipe is the enterprise WAN connection, for example, Frame Relay. Note: The VoIP connections through public or enterprise WAN will work without configuring the IP Networks tab.
Managing IP Networks • All undefined IP addresses fall into the Public Pipe range and are subject to bandwidth control if the public pipe bandwidth control is enabled. Note: When MAXCS is behind a NAT router, and you do not check the Private Network check box, IP phones may not function. Define an Address Range 1. Click the Add button in the IP Network panel. 2. Fill in a range of IP addresses. 3. Select the pipe for this IP address range. 4.
Managing IP Networks G.723 – 24 kbps G.729 – 30 kbps • It is recommended that you use 20 ms frame size for G.711, G.722, and G.729 when configuring a Codec Profile. • When different IP devices using various codecs connect to the server through a Public Pipe, the system will aggregate the total bandwidth of all connections. If the total bandwidth exceeds that specified in the Bandwidth for VoIP box, the system will reject additional connection requests.
Defining the IP Dialing Table Do not check Figure 189. The NAT Support options Enter the Public IP address of the router in the Public IP Addresses panel. Do not check Enable Virtual IP Addresses Support. 5. Configure the NAT/firewall to forward TCP ports 10025, 10027, 10032, 10037, 10050, 10064, 1720 and UDP ports 69, 5060, 10060 to MAXCS. 6.
Defining the IP Dialing Table Figure 190. IP Dialing Table tab in Enterprise Manager The left side of the window displays the VoIP domain name, the server ID length, and the name, ID and statuses of the global servers in this Domain. To add an entry to the IP Dialing Table, click the Add button below the table (in the panel on the right). Define the attributes for the entry: Parameter Server ID Description A unique dialing number to connect to the remote server.
The Multi-site VoIP Domain Parameter Description Server Name A descriptive name of up to 15 characters to identify the server. This name may be used by Caller ID. Server IP Address The remote server’s address. If the server has multiple IP addresses, enter the one that other servers will use to communicate to this system. This IP address format is recommended over DNS names, since with the IP address, the application does not need to resolve the name. DNS name is also posted in this field.
The Multi-site VoIP Domain Creating a Multi-site VoIP Domain To create a multi-site VoIP domain and designate a system as the domain Master: 1. Select VoIP > Multi-Site Domain Configuration. The Enterprise Location Manager window opens. The name of the server appears in the Location Name field, and the name of your AltiGen product appears in the Switch Type field (MAXCS ACC or MAXCS ACM). The domain name is blank, and the server role is currently Stand-alone. 2.
The Multi-site VoIP Domain 5. Enter the IP address of this system. If this system has multiple IP addresses, enter the one that can communicate with other member servers. 6. Click OK and wait for 5 to 60 seconds, depending on the size and configuration of the system. The display in the Enterprise Location Manager window changes to show the name of the VoIP domain and this server as Master.
Working with Servers in the Domain 6. Click Apply, then click Close. Repeat these steps for each server you want to make available to the VoIP domain. To actually add a server to the domain using Enterprise Manager, see “Adding a Server to a VoIP Domain” on page 328.
Working with Servers in the Domain Caution! The Server ID Length can be changed. However, if this number is changed, the server IDs are all altered. If you increase the length, the number 0 is added to the front of the server IDs. For example, if you change the length from 2 to 3, original ID 02 and 27 will become 002 and 027 respectively. If you change the length from 3 to 2, the original IDs 112 and 311 will become 12 and 11. It is advisable to keep the original length.
Working with Servers in the Domain In the event that you need to shut down the Domain Master for a period of time, you can change the Master role to another member system by selecting one of the member systems and clicking the Set as Master button. Rejoining a Server to the VoIP Domain If a slave server crashes, or for some other reason disconnects and never returns by itself into the domain, you will have to manually rejoin it to the VoIP domain: 1. Rebuild the slave, if necessary. 2.
Working with Servers in the Domain 5. Input the address and member key, and click OK. Setting an Alternate Server for AltiGen IP Phones In a VoIP domain, you can set an alternate server to which global AltiGen IP phones will be registered when their own server (primary server) experiences a problem that interrupts phone service. The IP phones will register to the alternate server. This applies to a workgroup, as well.
Managing Domain Users 3. Configure the NAT address. 4. In the IP Network panel, configure the IP range of the local network or public network. When Will Switchover Happen? If the current active system is the primary server, switchover will happen under one of the following conditions: • Network error on the primary server or the primary server is down. IP phones cannot connect to the primary server. After one minute of retrying, the IP phones will register to the alternate server.
Managing Domain Users Figure 191. The User sub-tab When a global extension is added to a member system, this extension can be propagated to other networked systems in the VoIP domain automatically. This extension is recognized as a remote extension by other systems. When a call is made to a remote extension, it is redirected to the remote system over IP automatically. Note: No virtual extension configuration is needed to forward the call.
Managing Domain Users The Scope of an Extension in the VoIP Domain When an extension is added to a system in MaxAdmin, Extension Configuration window, it can be defined as Global by checking the Global extension box. If this box is not checked, the newly added extension is a local extension. The scope of an extension shows the relationship of the extension to other member systems. In Enterprise Manager, a selected extension’s scope appears on the Resolve tab.
Managing Domain Users System A (Domain Master) Ext System B System C 100 Global Remote Remote 200 Remote Global Remote 300 Remote Remote Global In the event that multiple systems have a same extension or group number created, the following situations may occur: Ext System A System B System C Scope Note 401 Local Not Found Not Found Local 1 402 Local Local Not Found Local 2 403 Global Local Local Conflict 3 404 Global Global Local Conflict 4 1.
Managing Domain Users Note: You must take the voice mail box and extension configuration into consideration when you change an extension to Global. In making this change, you will be deleting the voice mail box and extension settings on the home system of the “other” Local extension. A warning box will prompt you for confirmation.
Managing Domain Users Relocating a Global Extension for an AltiGen IP Phone The administrator can relocate a global extension from one system to another. In addition, a user may be allowed to relocate a global extension by using the feature code #27. To allow a user to use this feature, check the appropriate check box in the Relocation panel on the Resolve tab. The behavior of this feature differs, depending on whether an analog or an AltiGen IP phone is being used. (See page 337.
Managing Domain Users Note: If you do not move the voice mail, the VM files will be deleted and cannot be recovered. (When the user relocates an extension using #27, the voice mail is moved also. The user cannot choose whether or not to move the voice mail.) 4. Click Relocate. Notes on Relocating a Global Extension • The phone user can start using the voice mail during VM relocation, but the voice mail count will keep increasing until the relocation is complete.
Managing Domain Users Redirecting AltiGen IP Phones When a Server Is Down Relocating a global extension, described in the preceding section, is intended to serve employees who are physically relocating to another office for a time. Administrators can also configure global IP phones to register to another server in the VoIP domain when their primary server goes down for some reason. All configured phones switch over at the same time.
Configuring Departments in a Multi-site VoIP Domain Configuring Departments in a Multi-site VoIP Domain In a VoIP domain, departments can be defined and added to extensions. An extension in one MAXCS system can be assigned to only one department. However, the same extension number in different MAXCS systems can be assigned to different departments. A department can also be assigned to a global extension and can be seen across the Enterprise domain.
Configuring Global Least Cost Routing 1. Select a department in the Department list. 2. To add non-member extensions to the department, select the extensions and click Add. 3. To delete extensions from the Member Extensions list, select the extensions, and click Remove. To remove all member extensions from a department, click Remove All.
When Information May Be Out of Sync To configure Global Least Cost routing, 1. Click the Global LCR Button. 2. On the Global LCR screen, click the Add button. 3. Fill in the dialog box, and click OK. Parameter 4. Description Enable Check this check box to enable the configuration. E.164 Number Pattern E.164 is the ITU standard format for international telephone numbers. Enter a country code and area code. For example, the number pattern for a site in Fremont, Calif.
When Information May Be Out of Sync 342 MaxCS 7.
CHAPTER 27 System Report Management MAXCS provides a System Summary report, an IP Cumulative Traffic Statistics report, and an SNMP (Simple Network Management Protocol) configuration screen, all available from the Report menu. System Summary Report The System Summary report provides summary information on extensions, trunks, and workgroups configured in the system. To open the System Summary report window, select Report > System Summary, or click the Summary button on the toolbar. Figure 193.
Chapter 27: System Report Management • Trunk Summary – Configured trunks in the system, including trunk location (Board ID : Channel Number) and trunk access code assignment. • Messaging Usage – Message count and storage usage for each mail box. Click the Refresh button to update the message count and storage size information. You can print this report by clicking the Print button. IP Cumulative Traffic Statistics To view a report of all cumulative IP traffic, click Reports > IP Traffic Statistics.
Using SNMP Resetting Cumulative Statistics You can reset the IP Cumulative Traffic Statistics by clicking the Reset button. Also, this window automatically resets all fields to 0 when the MAXCS system is shut down and restarted. Statistics gathered before the reset are not saved. Using SNMP SNMP (Simple Network Management Protocol) is used in network management systems to monitor networkattached devices for conditions that warrant administrative attention.
Chapter 27: System Report Management Configure traps: • Memory usage exceeds – This trap is sent when MAXCS detects that the lowest virtual memory usage exceeds a specified percentage of physical memory configuration within a 10-minute duration. Default value is 80%. The next trap will be sent after the condition is cleared then occurs again.
Using SNMP • Softswitch up (specific trap). When AltiServ.exe starts to respond to the keep alive packets sent by the SNMP Agent. AltiServ should respond to the keep-alive packets after its initialization is completed. • Softswitch down (specific trap). When AltiServ.exe stops responding to the keep-alive packets sent by the SNMP Agent. • Gateway/Media Server connection up (specific trap). When a gateway or HMCP Media Server connection state transitioning from down to up is detected.
Chapter 27: System Report Management • Out of licenses traps (Station Session, ACM Agent Seat [work as session], Recording seat, Recording session, MaxCommunicator seat, MaxCall seat, MaxAgent seat, MaxSupervisor seat, MaxMobile seat, SDK Connection session, Trunk Control APC SDK session, IPTalk seat, HMCP G.711/G.723/G.
CHAPTER 28 Microsoft Exchange Integration This chapter provides step-by-step instructions for configuring Microsoft Exchange and MAX Communication Server (MAXCS) ACM 7 Release 7.5 to work together. An AltiGen Exchange Integration license is required for each extension using Exchange integration. Note: Note that MaxOutlook does not support the 64-bit version of Microsoft Outlook; only the 32-bit version is supported.
Chapter 28: Microsoft Exchange Integration • One Windows server for MAXCS, loaded with: – Windows Server or Windows XP – The MAX Communication Server ACM MaxCS 7.5 software • A second Windows server for Exchange, loaded with Exchange Server software. It should be installed on 64-bit system(s) with Windows 64-bit or above OS. Unified Messaging, Client Access, and Mailbox Server roles should be installed with Exchange Server.
Exchange Integration Configuration Steps a. Create a new domain user account, and add it to the Domain Admin group via Active Directory Users and Computers. b. Move the MAXCS server to the Domain. c. Use the AltiPassword change utility (C:\AltiServ\Exe\AltiPwdChange.exe) to change all AltiGen service accounts to run as this new user account. Note: In the future, if you need to debug you must log in to the MAXCS server with this user account. Figure 196.
Chapter 28: Microsoft Exchange Integration Figure 197. Adding Exchange Integration licenses in MAXCS 2. In the Exchange Management Console, create a mailbox for the service account that was created during installation (or created by you in step 4, above) (see Figure 198). Figure 198. Creating a mailbox for the service account created during installation 3.
Exchange Integration Configuration Steps Select the Exchange Integration mode you are going to use. Enter the NAME (not the IP address) of the Exchange Server Figure 199. Choosing the Synchronize Exchange Integration mode in MAXCS 4. Configure the names of each extension user such that the first and last names are the same as the user’s matching mailbox on the Exchange Server.
Chapter 28: Microsoft Exchange Integration the E-mail Name field contains alphanumeric characters only and does not contain other characters such as spaces ( ) or periods ( . ). Figure 201. Assigning the Exchange Integration license to a user Note: Each user needs to access their mailbox once via an e-mail client (Outlook, Outlook Express, Outlook Web Access) before synchronization will start working for that user.
Extra Steps for Bridged Access and Native VM Integration Figure 203. A Default UM Mailbox Policy is created when you create a new dial plan 3. After creating a dial plan, open its Properties dialog box, select the Settings tab, and change Audio Codec to G.711 (see Figure 204). 4. Click OK. Figure 204. Changing Audio Codec to G711 5. Add your MAXCS server as a UM Gateway: Go to Organization Configuration > Unified Messaging > UM IP Gateways > New UM IP Gateway. MaxCS 7.
Chapter 28: Microsoft Exchange Integration Figure 205. The name of our example gateway is “LeslieXia” and the name of the dial plan we created is “LeslieXiaSS”. a. Enter the name of the gateway. b. Enter the IP address of your MAXCS server. c. Browse for and select the dial plan you just created. d. Click New. 6. If your system has multiple gateways, repeat step 5 to add all of your gateways as UM IP Gateways. 7. Associate your dial plan to the Exchange Server UM.
Extra Steps for Bridged Access and Native VM Integration Figure 206. We added our new dial plan, named “LeslieXiaSS”, to the list of associated dial plans 8. Click the UM Settings tab, click Add, and add your dial plan to the list of associated dial plans. This completes all system-wide settings in Exchange Server. Configuring UM Settings for Each User With all system-wide settings in Exchange Server complete, configure the UM settings for each user. 1.
Chapter 28: Microsoft Exchange Integration Figure 207. Here, Leslie Xia is an individual IP phone user with a mailbox in VMDOMAIN. 2. Click Browse, select the policy associated with the dialing plan you created, then click OK. Figure 208. The policy associated with the dialing plan we just created is “LeslieXiaSS Default Policy”. 3.
Configuring for Out Calling from UM Configuring for Out Calling from UM This section shows how to enable extensions integrated with Exchange in Native or Bridged mode, to do the following tasks: • Call a personal contact or a contact from the database • Return a call from Exchange voice mail Note: Unlike with AltiGen’s Zoomerang feature, a user calling out from voice mail cannot go back to the Exchange voice mailbox after returning the call. Configure the following in Microsoft Exchange. 1.
Chapter 28: Microsoft Exchange Integration Figure 210. Setting the Dial Code Outgoing Configuration • Outside line access code – The trunk access code of your Softswitch • International access code – Toll call prefix for international calls. For the U.S., it is "011" • National number prefix – Toll call prefix for domestic calls, always set as "1" • Country/Region code – Country code. For the U.S.
Configuring for Out Calling from UM 3. On the Dialing Rule Groups tab, add dial rules for in-country/region and international calls that will be placed by UM-enabled users. Each dialing rule entry that is defined on the dial rule group determines the types of calls that users within a specific dial rule group can make. Figure 211.
Chapter 28: Microsoft Exchange Integration Figure 212. Creating a dialing rule For example, if the business number of a personal contact is 5102529712, then the number mask should be set as "91510xxxxxxx", because UM will add "91" automatically, and the Dialed Number is "9xxxxxxx", so that the final dialed number will be "92529712". You can use the wild card "*" to handle any length of digits. 4.
Configuring for Out Calling from UM Configuring MaxAdministrator Complete the configuration in MaxAdministrator. 1. Go to System > System Configuration > Number Plan tab. In the First Digit Assignment panel, assign one of the digits (for example, digit 8) to IP Trunk Access. 2. Go to the Trunk Configuration screen, and assign the digit selected in step 1 to all the SIP-Tie entries.
Chapter 28: Microsoft Exchange Integration 6. Click the Add button in the IP Device Range panel. 7. Select the codec profile you just created specifically for Exchange. 8. Enter the IP address of the Exchange Server in both the From and To fields. Be sure that this IP address does not fall into any other device range. (Check the IP Codec tab and the IP Dialing Table tab.
Testing for Synchronization Troubleshooting Tips To Check the profile for the service account 1. Log on to the MAXCS system as the AltiGen service account (for example, AltiGen_telesystem). You will need the password you set up when you installed MAXCS. 2. Select Control Panel > Mail. (In Windows, right-click Microsoft Office on the Start menu, and select Properties.) 3. Click Show Profiles. In MaxCS 7.
Chapter 28: Microsoft Exchange Integration To avoid “Access Deny” error while sending messages If you have applied Microsoft patch ms06-029, when an AltiGen PBX phone user attempts to send a message, the user receives an "Access Deny" error. This is because the patch changes the grant for the permission of Send As. After applying the patch, the Send As permission of each user needs to be granted to the account of “altigen service” explicitly. You may have to restart the Exchange Server and MAXCS.
CHAPTER 29 Fax-over-IP Configuration This section describes how to configure MAXCS for Fax-over-IP (FoIP). Release 7.5 supports FoIP, leveraging T-38 pass-through. (T.38 pass-through is only supported on AltiGen SIP Trunks.) Both voice calls and fax calls can be made through a FoIP extension; both incoming and outgoing calls on the extension will use G.711 codec. Fax extension-to-extension is supported; the SIP endpoints must be a supported ATA device.
Chapter 29: Fax-over-IP Configuration Overview MAXCS supports T.38 pass-through, which is a protocol for real-time fax transmission over IP networks. There are three common scenarios for sending faxes to/from MAXCS. One scenario is an On-premise installation of MAXCS with users sending faxes within the facility. Figure 215. Example of internal fax configuration in an on-premise MaxCS deployment In this scenario, faxes are connected to VoIP gateways via analog FXS.
Overview Figure 216. Example of sending faxes from internal fax devices to external fax machines A third scenario illustrates fax flow with MaxCS Cloud deployments. The gateway connects to the cloud, connecting to MaxCS, and faxes are sent through to the router, gateway, and fax device at an external location. Figure 217. Example of sending and receiving faxes in a MaxCS Cloud deployment MaxCS 7.
Chapter 29: Fax-over-IP Configuration Configure an IP Extension for FoIP To configure an IP extension to support FoIP, 1. Select PBX > Extension Configuration. 2. Select the extension on the left. 3. On the right, in the IP Extension group, check Enable Fax-Over-IP. Figure 218. Configuring Fax-over-IP for an IP extension Enabling this setting changes the configuration for this extension as follows: • All outbound calls from this IP extension will use the G.
Create a SIP Trunk for Fax Routing Create a SIP Trunk for Fax Routing You can allow voice and fax calls to run on the same SIP trunk channel. The trunks must be configured to support both voice and fax. The SIP trunk uses the same SIP server IP address, but different authentication credentials for voice trunk versus a fax trunk. To configure fax routing, 1. In MAXCS Administrator, open Trunk view. 2. Double-click an unconfigured SIP Trunk. 3. In the Trunk Configuration panel, click Trunk Properties.
Chapter 29: Fax-over-IP Configuration 1. Log into the MAXCS Cloud Services portal and retrieve the Fax details on the General tab of your account. Details for the first Fax SIP Trunk Details for the second Fax SIP Trunk Figure 220. Fax SIP configuration details in the MAXCS Cloud portal 2. Back in MaxAdministrator, on the SIP Trunk Configuration page, select a channel to configure and click Edit. 3. Configure this channel with the following parameters, and click OK. 4.
Configure Gateway Devices Configure Gateway Devices MAXCS works with several gateways, including the following devices: • AudioCodes MP-202 (Article 1151 in the AltiGen Knowledge Base) • AudioCodes MP-118 and MP-124 (Article in the AltiGen Knowledge Base) Also see the Third-party matrix article, Article 1138.
Chapter 29: Fax-over-IP Configuration 374 MaxCS 7.
CHAPTER 30 Tools and Applications MAXCS comes with the following tools and applications for testing, diagnosing and configuring your system. They are available from the Windows Start menu: Start > All Programs > MAXCS ACC/ACM: Under Gateway Tools: • AltiGen Board Test • CT-Bus Test Tool (formerly MVIP Test Tool) • Gateway Configuration Tool (For information on this tool, see “Gateway Configuration Tool” on page 73.
Chapter 30: Tools and Applications CT-Bus Test Tool The CT-Bus Test Tool is a tool that detects one-way connection, cross talk, bad MVIP cable and static noise problems. To run the CT-Bus test tool, 1. Stop AltiGen Switching Services before running this utility. 2. Launch CT-Bus Test Tool from Start > All Programs > MAXCS > Gateway Tools > CT-Bus Test Tool. 3. Click Start to begin the test. 4. At the end of the test, the utility provides pass or fail results.
Backup and Restore Utility 1. Select the Backup icon. Figure 222. Backup Configuration dialog box 2. In the Components panel, select the files you want to back up. 3. In the Backup To list, select the day of the week (each day has its own folder in C:\altibackup for backing up files to), or select Advanced to change the drive or select a different folder. Selecting Advanced displays a folder icon. Click the folder icon to open a browse dialog box that lets you select the folder to back up to.
Chapter 30: Tools and Applications • Under Backup Selection, select the file components you want to back up: Configuration files, Custom Phrases, Extension Messages, SP Configuration files. 3. Click OK. Restoring Backed up Files To restore backed up files, 1. Stop the AltiGen switching services. 2. In the Backup and Restore window, select the Restore icon. Figure 224. Restore Configuration dialog box 3. Under Components, select the file groups you want to restore. 4.
MAXCS Admin & Extension Security Checker Number of Admin connections Automatically refreshes the display Information on the selected extension Security characteristics to check Figure 225.
Chapter 30: Tools and Applications To check extension security, 1. Select the security characteristics you want to check in the Show field group.
Trace Collector Trace Collector The Trace Collector collects trace for diagnostic purposes, and lets you upload the results to AltiGen Technical Support directly from the Trace Collector dialog box. You can run the Trace Collector tool from the Windows Start menu, and also from MaxAdmin’s Diagnostic menu. Note: Trace Collector is not available from an MaxAdmin installed in a remote machine.
Chapter 30: Tools and Applications Trace Category – By default, all options are selected. • Main MAXCS Trace (\AltiServ\log) Collects the following files, and extracts the trace records that fall in the specified time range: actrace.log AlpErrLog.txt SIPlog.txt ALPxxx.txt \atps\threadID.txtl SIPMan.txt altiserv.txt \atps\cmdlog.txt SIPPstnReg.txt AltiBack_XXX.trc AdvQOverflow.log SipExtChanTbl.log AltiKeep_XXX.trc Ac2AppPathHdlTbl.txt SIPKeepALive.txt AnnouceRunLog.txt FeatServ.
Network Log for AltiGen IP Phones Change Storage Folder – Opens a folder browser window to select another storage folder. After the change, Storage Folder, Free Space, and the package list are refreshed to reflect the status of the new storage folder. Explore Storage Folder – Opens the storage folder in a new explorer window. Upload Package to FTP – Opens an FTP configuration dialog box.
Chapter 30: Tools and Applications Figure 226. AltiGen Network Log Voice File Converter This tool converts phrase, greeting, and music files from .wav to AltiGen format and vice versa. To open the tool, from the Windows Start menu, select All Programs > Utilities > Voice File Converter. Note: 384 The source .wav file must be in 8k/8bit/mono/mu-law format. MaxCS 7.
Read Config You can sort by clicking a column head To use the Voice File Converter, 1. Beside the From field, click the Browse button to select the folder that contains the files you want to convert. 2. Beside the Convert To field, click the Browse button to select the destination folder for the converted files. If they are prompts, they should be placed in the C:\PostOffice\phrases\LangCustom directory on the gateway that is running MAXCS.
Chapter 30: Tools and Applications Open previous ReadOE file Create new ReadOE file Output all configuration to this folder Output configuration to altigen_rc.dat Click View to see your latest HTML file 2. Make selections in the dialog box. If you will be sending a configuration file to AltiGen Technical Support, check ReadOE Data File, and select a folder for the .dat file. 3. Click Go. A processing bar indicates the progress of configuration reading. 4.
Exporting and Importing Extensions Workgroups and hunt groups are listed on the left side of the window, member agents and non-agents are listed on the right side. The Work/Hunt Group Converter can be used to convert: • Agent to Non-Agent – If an agent belongs to any workgroup, it cannot be converted to a non-agent. When an agent is converted to a non-agent, all workgroup-related parameters will be cleared, including wrap-up time, inter-call delay, and outgoing workgroup number.
Chapter 30: Tools and Applications 3. In the Import Extensions dialog box, click the Explore button to select a .csv file to import, and click OK. All the extension records in the .csv file are added to the Import Extensions list. 4. Check the records you want to import. Click the Select All and Clear All buttons to select or clear all the check boxes.) 5. Click Import. A progress bar lets you see the progress of the import.
Exporting and Importing Extensions The name of the text file is the same as the .csv file, except that the file extension is .txt. Importing Extensions from the Active Directory 1. First, back up your system configurations, using the Backup and Restore tool (Services > Utilities > Backup and Restore). 2. Go to Services > Utilities > Import Extensions from Active Directory. 3. Enter the server path, user name and password. 4. Click the Read Active Directory button.
Chapter 30: Tools and Applications 9. Respond to the question in the dialog box. If you decide to overwrite the extension, other fields not in the Active Directory are kept. After finishing importing, a dialog box pops up to tell you how many extensions were imported successfully. When you click OK, an error report file is opened automatically to tell you the detailed information on every extension.
AltiGen Custom Phrase Manager Editing a .csv File If you edit a .csv file, • All fields must be separated by a "," and all the records must be divided by pressing the Enter key. • The first line must be a pre-defined field name, such as “First Name”. If the field name doesn’t match a pre-defined field name, the field is skipped during an import operation. • The sequence of the columns doesn’t matter.
Chapter 30: Tools and Applications • The list at the top left displays all the directories of custom phrases under your MAXCS system’s PostOffice\phrases\ directory, such as LangCustom, LangCustom_Chinese, Tenant1Custom. • The list at the top right lets you select an extension through which to record or listen to a phrase.
AltiGen Custom Phrase Manager 4. Click Start Recording. 5. When finished recording, press # on the phone and follow the instructions you hear. Also click OK in the dialog box when done. Playing a Phrase To play a phrase, 1. Select the extension you will be using to listen to the phrase. 2. Click the Play button. The extension will ring. 3. Answer the ring, and a voice announces the phrase before playing it. 4.
Chapter 30: Tools and Applications 3. To delete the phrase, click Yes. The phrase is deleted from the directory and from the table in AltiGen Custom Phrase Manager. Re-recording Phrases To re-record a phrase, 1. Select the extension you will be using to re-record the phrase. 2. Select the phrase, and click the Re-record button. 3. Click the Re-Record button. 4. When finished recording, press # on the phone and follow the instructions you hear. Also click OK in the dialog box when done.
HMCP Certification Test Tool 10. The server must be restarted; click Yes. Figure 228. The HMCP Certification tool To open the HMCP Certification took, in Windows, choose Start > All Programs > AltiGen HMCP Certification Tool. In the field on the top, system statistics show CPU information (clock and cores) and current DPC latency in OS. For real time voice processing, the HMCP driver requires a periodic timer of 10 ms to encode / decode voice. If the DPC latency is larger, voice quality will deteriorate.
Chapter 30: Tools and Applications Figure 229. Sample results of the HMCP Certification tool analysis 4. Click OK to close the results window. Click Exit to close the tool. Measure DPC Latency Two configurations may be assessed during DPC measurement: • Disk IO access – The tool will generate disk I/O access in background and then measure DPC. • Apply load to num of threads – The tool will set some of CPU cores at full loading and then measure DPC.
APPENDIX A E1-R2 and E1 ISDN PRI Installations This section describes the configuration procedures necessary to implement E1 R2 digital signaling for European, Pacific Rim, and other emerging markets. Please carefully follow the procedures step by step. 1. Change the Configure Type to E1: a. From Boards view, double-click the board to be configured to open the Board Configuration window. b. In the Board Configuration window, click the Board Configuration button. c.
Appendix A: E1-R2 and E1 ISDN PRI Installations Figure 231. Physical Layer Consult your CO for “Frame Type,” “Line Code,” or “Zero Code Suppression.” Do not check the System Clock Master check box because the CO is a clock provider, and the AltiGen system is synchronized to the CO. If all configurations are correct, the status should be shown as “OK,” as in Figure 231. 3. Click the Protocol button in the Channel Group Configuration dialog box to open the Protocol Configuration window. Figure 232.
Figure 233. Signaling Layer 6. In the E1 Channel Configuration dialog box, configure the following fields: • Set Calling Party Category to – the Calling Party Category indicates the type of calling party, (for example, operator, pay phone, priority, ordinary subscriber). Select 1, 2 or 3 (for ordinary subscribers, refer to Table on page 400). If the subscribed line is intended for other purposes, contact your CO for the proper value.
Appendix A: E1-R2 and E1 ISDN PRI Installations Signaling Values, By Country Table 1.
Country Signaling Values Set calling part category: 2 [Assume no caller ID provided]: Incoming sequence: DID/DNIS In-call signaling (depend on how many DID digits): For 3-digit DID, set to (113)6 For 4-digit DID, set to (1113)6 For 5-digit DID, set to (11113)6 For 6-digit DID, set to (111113)6 For 7-digit DID, set to (1111113)6 Colombia MFC-R2 For 8-digit DID, set to (11111113)6 [Assume caller ID provided]: Incoming sequence (same as above shown): DID/DNIS * Caller ID In-call signaling (depend on how man
Appendix A: E1-R2 and E1 ISDN PRI Installations Country Signaling Values Set calling part category: 2 [The switch doesn't support caller ID transmission]: Incoming sequence: DID/DNIS In-call signaling (depend on how many DID digits): Ecuador MFC-LME For 3-digit DID, set to (113)1 For 4-digit DID, set to (1113)1 For 5-digit DID, set to (11113)1 For 6-digit DID, set to (111113)1 For 7-digit DID, set to (1111113)1 For 8-digit DID, set to (11111113)1 Set calling part category: 1 [The switch doesn't support
Country Signaling Values Set calling part category: 1 [Assume no caller ID provided]: Incoming sequence: DID/DNIS In-call signaling (depend on how many DID digits): For 3-digit DID, set to (113)6 For 4-digit DID, set to (1113)6 For 5-digit DID, set to (11113)6 For 6-digit DID, set to (111113)6 For 7-digit DID, set to (1111113)6 Panamá / Nacional MFCR2 For 8-digit DID, set to (11111113)6 [Assume caller ID provided]: Incoming sequence (same as above shown): DID/DNIS * Caller ID In-call signaling (depend on
Appendix A: E1-R2 and E1 ISDN PRI Installations Country Signaling Values Set calling part category: 3 [Assume no caller ID provided]: Incoming sequence: DID/DNIS In-call signaling (depend on how many DID digits): For 3-digit DID, set to (113)1 For 4-digit DID, set to (1113)1 For 5-digit DID, set to (11113)1 For 6-digit DID, set to (111113)1 For 7-digit DID, set to (1111113)1 China MFC-R2 For 8-digit DID, set to (11111113)1 [Assume caller ID provided]: Incoming sequence (same as above shown): DID/DNIS *
Country Signaling Values Set calling part category: 1 [Assume no caller ID provided]: Incoming sequence: DID/DNIS In-call signaling (depend on how many DID digits): For 3-digit DID, set to (113)6 For 4-digit DID, set to (1113)6 For 5-digit DID, set to (11113)6 For 6-digit DID, set to (111113)6 For 7-digit DID, set to (1111113)6 Ecuador MFC-R2 For 8-digit DID, set to (11111113)6 [Assume caller ID provided] : Incoming sequence (same as above shown): DID/DNIS * Caller ID In-call signaling (depend on how man
Appendix A: E1-R2 and E1 ISDN PRI Installations Country Signaling Values Set calling part category: 2 [Assume no caller ID provided] : Incoming sequence: DID/DNIS In-call signaling (depend on how many DID digits): For 3-digit DID, set to (113)1 For 4-digit DID, set to (1113)1 For 5-digit DID, set to (11113)1 For 6-digit DID, set to (111113)1 For 7-digit DID, set to (1111113)1 Mexico / Teléfonos de Mexico For 8-digit DID, set to (11111113)1 [Assume caller ID provided]: Incoming sequence (same as above sh
Country Signaling Values Set calling part category: 1 [Assume no caller ID provided]: Incoming sequence: DID/DNIS In-call signaling (depend on how many DID digits): For 3-digit DID, set to (113)6 For 4-digit DID, set to (1113)6 For 5-digit DID, set to (11113)6 For 6-digit DID, set to (111113)6 For 7-digit DID, set to (1111113)6 Venezuela / Nacional MFC-R2 For 8-digit DID, set to (11111113)6 [Assume caller ID provided]: Incoming sequence (same as above shown): DID/DNIS * Caller ID In-call signaling (depen
Appendix A: E1-R2 and E1 ISDN PRI Installations Figure 234. Physical Layer Consult your CO for “Frame Type,” “Line Code,” or “Zero Code Suppression.” Do not check the System Clock Master check box because the CO is a clock provider, and our system is synchronized to the CO. If all configurations are correct, the status should be shown as “OK,” as in Figure 234. 3. Click the Protocol button in the Channel Group Configuration dialog box to open the Protocol Configuration window. 4.
Protocol/B Channel Maintenance Message Settings, By Country Table 2.
Appendix A: E1-R2 and E1 ISDN PRI Installations 410 MaxCS 7.
APPENDIX B Required Service Parameters This section identifies the recommended and supported parameters for T1, PRI, and E1 service and provides you with the information needed when you make your service request. Service Parameters/Request Information for T1 To subscribe to T1 service, certain parameters are required to establish service. The information provided below identifies the recommended and supported parameters for T1 service.
Appendix B: Required Service Parameters DNIS, Caller ID: • DTMF (Dual Tone Multi-Frequency) Physical Termination: • RJ-48X or RJ-48C Wire: • 4 wires 800 Service: • You decide Termination Impedance: • 100 ohms Type of Registered Services Provided • BN 1.544 Mbps SF without power • DN 1.544 Mbps SF B8ZS without power • 1KN 1.544 Mbps ANSI ESF without power • 1SN 1.544 Mbps ANSI ESF, B8ZS without power (recommended) Service Order Code SOC 6.0P AS.
Technical Information for PRI with Voice Switch Type: • 5ESS (recommended) • DMS (recommended) • NI-2 (recommended) • 4ESS Framing: • Super Frame (SF)/D4 • Extended Super Frame (ESF) (recommended) Line Coding: • Alternate Mark Inversion (AMI) • B8ZS (recommended) Physical Termination: • RJ-48X or RJ-48C Wire: • 4 wires PRI Channel Assignment D Channels Assignment – 24th channel (channel ID 23) Note: MAXCS can configure any channel in a PRI span to be the D channel.
Appendix B: Required Service Parameters Technical Information for E1 with Voice Switch Type: • Austel TS014 • ETSI NET5 (recommended) • NT DMS-100 Framing: • No CRC (recommended) • CRC4 Line Coding: • Alternate Mark Inversion (AMI) • HDB3 (recommended) Physical Termination: • RJ-48X or RJ-48C Wire: • 4 wires E1 Channel Assignment • Data Channels Assignment – 1st channel (channel ID 0) • Channels Assignment – 17th channel (channel ID 16) • Hunting – Most Idle, Least Idle, Ascend, Descend • DNIS Digits
APPENDIX C Network Ports If MAXCS is installed behind a firewall/NAT router, you must open TCP and UDP ports according to this table: For external VoIP connection through a firewall TCP UDP 10032 Remote IP phone/IPTalk to phone service 10064 10060 5061 Remote AltiGen IP phone firmware download (TFTP) Extension global appearance 69 10066 VoIP RTP Port (Voice Stream) for SIP From X to Y (See note below) SIP Tie Trunk from other AltiGen systems 10060 SIP Trunking Service from carrier 5060 Polyco
Appendix C: Network Ports For a multi-chassis system, you need to enter multiple ranges: Gateway ID = 0 X0 = BasePort Y0 = BasePort + Total IP codec channels in GW0 x 2 Gateway ID = 1 X1 = BasePort + 512 x 1 Y1 = X1 + Total IP codec channels in GW1 x 2 Gateway ID = 2 X2 = BasePort + 512 x 2 Y2 = X2 + Total IP codec channels in GW2 x 2 Gateway ID=n X(n)=BasePort + 512 x n Y(n)=X(n) + Total IP codec channels in GW(n) x 2 To connect the following applications through a firewall AltiConsole MaxCommunicato
Remote IP Phones Behind NAT MAXCS connects the following application through a firewall External CDR Logger Service TCP UDP 10027 Remote IP Phones Behind NAT For remote IP phones behind NAT, you don’t need to do any configuration. However, if the remote firewall/NAT router blocks outgoing traffic, then you will need to open the following ports on the remote firewall/NAT router: • UDP 10060 • UDP 30,000~31,000 • TCP 10064 MaxCS 7.
Appendix C: Network Ports 418 MaxCS 7.
APPENDIX D Technical Support & Product Repair Services This section describes: • AltiGen technical support policy and procedures • Product repair • Technical training for administrators Technical Support Eligibility Eligibility: AltiGen provides technical support to Authorized AltiGen Partners and distributors only. End user customers, please contact your Authorized AltiGen Partner for technical support.
Appendix D: Technical Support and Product Repair Services • A brief description of the problem and the procedure to reproduce the problem Having this information ready will help us to better assist you. End users who have problems unresolved by their AltiGen Authorized Partner, and Partners who have problems unresolved by AltiGen Technical Support may send an e-mail to AltiGen’s CEO at ceo@altigen.com.
APPENDIX E Troubleshooting This section describes some common problems you may encounter, and provides steps you can take to try to resolve them. Polycom Phone Cannot Register If a Polycom IP phone cannot registrer, try the following: 1. Check LAN connectivity 2. Check that firewalls have port s80 and 443 unblocked 3. Reset the Polycom phone to the manufacturer’s default and then reboot it. For instructions, see the MAXCS 7.5 Polycom Configuration Guide.
Appendix E: Troubleshooting 1. Check network connectivity using “ping.” 2. Check network firewall settings. See “Network Configuration Guidelines for VoIP” on page 299 for details. 3. Check the IP address of the destination system. 4. Check the RTP and RTCP settings. Make sure UDP port numbers 49152-49199 are not assigned to other applications.
Index Symbols #12, enabling, for language setting 95 #27 to relocate global extension 337 Numerics 10 digit dialing area codes 57 A access code 139, 142 access, system 35 account code blocking display 179 forcing 179 activity configuration 64 adding a huntgroup 231 adding a workgroup 254 admin defined # 216 admins, how many connected to system 378 advanced queue management 276 menu selection 277 queue overflow 278 after hours scheduling 260 agent check box 178 agents auto logout 260 allow call redirect/pr
call recording configuring system-wide 100 extension based recording 100 file name description 99 multiple gateways 101 personal options 179 remote shared directory 101 requirements 99 trunk based recording 100 call recording configuration 99 call reports 58 call reports, external 59 call restrictions 193 extension 194 system 56 call routing 156 call screening enabling 199 with ONA 199 call SKLR setting 85 call waiting distinctive 189 distinctive tones 235, 266 multiple 197 options 197 callback interview 27
e-mail, setting notification 190 emergency dial notification 191 emergency numbers 61 en-bloc dialing 141, 324 Enterprise Manager 307 changing the password 311 default password 308 fixed IP address 309 how to log in 308 login failed 309 resetting password 308 user interface 310 ESF (Extended Superframe Format) 117 Exchange creating new mailbox user 364 integration configuration 349 debugging 351 options, setting 77 requirements 349 troubleshooting tips 365 synchronization, testing for 364 Exchange server sy
E1 ISDN PRI 407 E1 R2 CAS 397 MAXCS, preparation 31 installing MaxAdmin 33 MAXCS 31 installing a Channel Service Unit (CSU) 124 integrating Exchange Server 349 inter-call delay, setting 185 intercom, enabling 178 Intranet 299 intranet pipe 319 configuring 320 IP addresses undefined 320 IP Cumulative Traffic Statistics window 344 IP device range 318 IP dialing table, configuring 322 IP extensions 176 IP Gateways managing 70 IP network defining address range 320 IP phone display workgroup status 216 IP 805 co
multilingual system auto attendant 93 configuring 92 configuring #12 for extension 95 configuring DNIS routing 96 configuring extension 94 language used 97 multilink 302 multiple call waiting, enabling 197 multiple data message format (MDMF) 182 music files converting 384 music on hold 63 MVIP cable, test tool 376 option 120, DHCP 217 out call routing configuration 165 configuring 165 default routes 168 dialing delay 172 dialing pattern tips 170 dialing patterns 169 example configuration 170 overview 165 r
for workgroups 256 Recording Seat license 180, 256 Recording Session license 180, 256 recording tone 180, 257 redirect IP phones when server down 338 refresh enterprise configuration 341 refresh interval, current traffic statistics 42 rejoining a server to VoIP domain 329 relocating domain extension 336 relocating domain extension using #27 337 remote IP phones behind NAT 417 remote locations 324 repair, product 420 replicate from domain 341 report cumulative IP traffic statistics 344 system summary 343 Rep
system clock master 117 system data backup 376 restore 376 system hang, test tool 375 System menu 36 system reports 343–345 system requirements 25 T T1 channel assignment 412 subscribing to service 411 T1 signaling dialing delay 148 protocol 148 T1/E1 clock 117 T1/PRI troubleshooting 125 TCP fragmentation 302 TCP ports 415 Maxcs behind NAT 322 technical support 419 technical training for system admins 420 TEI (terminal endpoint identifier) 123 terminal endpoint identifier (TEI) 123 test tools 375 testing A
answer handling 271 business hours 259 configuration 253 configuring basic attributes 254 converting to hunt group 386 incoming call handling 269 logging outbound calls 186 mail management 264 message notification 267 queue management 273 recording options 256 setup 254 single call handling 272 status display 216 workgroup queue agent pick up call 185 Workgroup View window 40 wrap-up time, setting 185 Z zero code suppression 117 Bell 117 GTE 117 Jam Bit 8 117 430 MaxCS 7.
