MAX Communication Server ™ Administration Manual ACC 6.5 Update1 4/2010 4413-0001-6.
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 Manual . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Related Publications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 CHAPTER 1 Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 Technology Enhancements in Release 6.5 . . . . . . . . New in Release 6.5 Update1 . . . . . . . . . . . . . . . . . System Features . . . . . . . . . . . . . . . . . . . . . . . . .
Extension View Window . . . . . . . . . . . . . . . . . Trunk View Window . . . . . . . . . . . . . . . . . . . . Call Log View Window . . . . . . . . . . . . . . . . . . Workgroup View Window . . . . . . . . . . . . . . . . Current Resource Statistics Window . . . . . . . . . Assigning Seat-Based Client Licenses . . . . . . . . . Stopping the AltiGen Switching Service . . . . . . . Programs Available from the Windows Start Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Media Server/Gateway Configuration Tool . . . . . . . . . . . . . . . . . . . . . . . . . . 81 Configuring the Applications Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82 CHAPTER 6 Voice Mail Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83 Managing Messages . . . . . . . . . . . . . . Setting Message Notification Retries . . Setting Message Management Options Setting Message Recording Options . .
CHAPTER 10 Application Extension Configuration . . . . . . . . . . . . . . . . . . . . . . 117 Application Extension Setup Application Failover Plan. . Application Information . . Readying the Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Incoming Call Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175 Regular Trunk Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175 Outgoing Call Blocking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175 CHAPTER 13 In Call Routing Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . 177 Caller ID Routing . . . . . . . . . . . . . . . . . . . .
Unusual VM Activity Notification . . Setting the Type of Notification . . . Setting Notification Timing . . . . . . Setting Notification Business Hours Enabling Message Notification . . . . Configuring Calling Restrictions . . . . Setting Call Restriction Options . . . Setting Other Call Restrictions. . . . Setting Answering Options . . . . . . . Forwarding All Calls . . . . . . . . . . . Do Not Disturb . . . . . . . . . . . . . . Handling Busy Calls . . . . . . . . . . . Setting Call Waiting Options . . .
Setting Up Hunt Groups . . . . . . . . . . . . . . . . Establishing Basic Hunt Group Attributes . . . Setting Call Restrictions . . . . . . . . . . . . . . . Establishing Hunt Group Membership . . . . . . . Setting Login Status for System Restart . . . . Setting Hunt Group Mail Management . . . . . . . Disabling a Mailbox . . . . . . . . . . . . . . . . . . Setting E-mail Options . . . . . . . . . . . . . . . . Setting Mailbox Playback Options . . . . . . . . . Setting Mailbox Capacities. . . . . . . . . .
Setting Message Notification Options . . . . . Setting the Message Types for Notification Setting the Type of Notification . . . . . . . . Setting Notification Timing . . . . . . . . . . . Setting Notification Business Hours . . . . . Setting Call Handling Options . . . . . . . . . . Handling Busy Calls . . . . . . . . . . . . . . . . Forwarding All Calls . . . . . . . . . . . . . . . . Handling Unanswered Calls . . . . . . . . . . . Number of Rings Before Handling . . . . . .
CHAPTER 25 Enterprise VoIP Network Management . . . . . . . . . . . . . . . . . . . . 325 Understanding VoIP Bandwidth Requirements . . . . . . . Opening Enterprise Manager . . . . . . . . . . . . . . . . . . . Changing the Enterprise Manager Password . . . . . . . Setting VoIP Codec Profiles . . . . . . . . . . . . . . . . . . . . Assigning Codec Profiles to IP Addresses . . . . . . . . . . . Defining IP Networks . . . . . . . . . . . . . . . . . . . . . . . . Defining Your Network . . . . . . . . . . . .
Getting Notified When the System Switches Over Maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . Bootup/Shut Down Procedures . . . . . . . . . . . . Configure Only on Active System. . . . . . . . . . . Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Backing Up Files. . . . . . . . . . . . . . . . . . . . . . . Scheduling Backups . . . . . . . . . . . . . . . . . . . . Restoring Backed up Files . . . . . . . . . . . . . . . . MAXCS Admin & Extension Security Checker . . . . Checking Extension Security . . . . . . . . . . . . . . Start & Stop All AltiGen Services . . . . . . . . . . . . Trace Collector . . . . . . . . . . . . . . . . . . . . . . . . . Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . Voice File Converter . . . . . . . . . .
INDEX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 467 xii MAXCS ACC 6.
About This Manual This guide is designed for dealers, administrators, and technicians who are responsible for installation, configuration, and administration of a MAXCS ACC system. Another manual, the MAXCS Extension User Guide, covers the MAXCS ACC end user features and functions such as call handling and voice mail.
2 MAXCS ACC 6.
CHAPTER 1 Overview MAX Communication Server (MAXCS) is AltiGen’s system software targeted for the IP PBX and contact center market. MAXCS is designed with an intuitive easy-to-use graphical user interface so your IT staff can easily manage the system and reduce administrative costs. The software is designed to support voice and data communications converged into a single data network.
Chapter 1: Overview Secured VoIP Calls (TLS/SRTP) Transport Layer Security (TLS) and Secure RTP (SRTP) are implemented to establish secured SIP connections and encrypted conversations to prevent eavesdropping. Secured connection can be configured for AltiGen IP phones and SIP-Tie trunks. Enhanced 3rd Party IP Phone Support Release 6.5 supports standard SIP Hold, Transfer, Call Waiting, and server-side Conference for certified 3rd party SIP phones.
Chapter 1: Overview Multi-site VoIP Enterprise Management New Features Global extension rerouting over PSTN when WAN connection is down. When a user dials a global extension number in the Enterprise VoIP domain and the WAN connection is down, the call is automatically rerouted over PSTN to the destination. Enterprise Manager will publish the main PSTN number of each site to all VoIP domain members for PSTN rerouting. Redirect an AltiGen IP phone to an alternate server when its home server is down.
Chapter 1: Overview Extensions can be imported from Active Directory In addition to importing extensions from a CSV file, this update supports importing extensions from the Active Directory. This saves significant time by avoiding re-entering extension information. Recording alert tone is periodic In addition to inserting a recording tone at the beginning of a conversation, a periodic recording alert tone is added in this update.
Chapter 1: Overview OCS versions of MaxCommunicator and MaxAgent integrate with Microsoft Office Communicator “MaxCommunicator for OCS” and “MaxAgent for OCS” each function as an embedded program in Microsoft Office Communicator 2007 R2. The two new programs are separate from stand-alone MaxCommunicator and MaxAgent and require their own installation. They work much like the stand-alone clients, with a few differences. Note: Only one of these OCS products can be used on a client machine at a time.
Chapter 1: Overview System Features The following sections list the key features of the MAXCS system. IP PBX Features Account Codes - allows the user to input an account code on each call to track telephone usage in order to bill back to clients or create a record of calls specific to a project and to budget and forecast expenses. Forced Account Codes force the user to input an account code on each call to track telephone usage.
Chapter 1: Overview 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.
Chapter 1: Overview Hop Off Calls over VoIP or T1/PRI Tie Trunks - multiple systems at the same or remote locations can be linked through VoIP or T1/PRI networks. Also, this feature provides toll savings on long distance calls by allowing users to dial a remote system via VoIP or T1/PRI trunk and then the destination phone number through PSTN.
Chapter 1: Overview Operator Off-line—when this feature is enabled, all calls are directed to the AA. When the caller dials 0 and the operator is not available, the call is routed to the operator mailbox. Out Call Routing Configuration—allows outgoing calls to be directed to particular trunk routes, based on a configured dialing pattern. Outside Call Blocking—when this feature is enabled, access to outside lines is temporarily disallowed. Paging (IP)—allows paging over IP to a group of internal IP phones.
Chapter 1: Overview Agent Login/Logout - allows huntgroup/ workgroup members to log in and out of a group so that incoming calls bypass the workgroup member (agent) who has logged out and the call is automatically routed to other login agents. Agent Logout Reason Codes - allows a workgroup member to enter a reason code when signing off. Up to 20 reason codes may be defined.
Chapter 1: Overview • Workgroup’s calls in queue, longest queue time, # of calls exceed service level threshold, and service level • Number of agents in Login, Logout, Idle, Busy, Not Ready, Wrap-up, DND/FWD, or ERROR state. • Workgroup and Agent’s performance summary data output to client applications. Service Level Threshold - a time value for callers waiting in queues. The performance statistics show when workgroup calls are queued for longer than a prescribed value.
Chapter 1: Overview • Ring Longest Idle Member • Ring Average Longest Idle Member • Ring Fewest Answered Calls • Ring Shortest Average Talk Time • Skill-Based Routing Wrapup Time - allows a group member some time in between calls to wrap up on notes, prepare for the next call, or log out of the group. This wrapup time is configurable on a per-agent basis. Auto Attendant (AA) Features The AA features provide quick and courteous processing of all incoming calls.
Chapter 1: Overview Configurable voice mail playing order - Administrators can configure users’ voice mailboxes to play the oldest or the newest message first. Disable a Mailbox - voice mailboxes can be disabled so that callers cannot leave messages. Future Delivery - allows users to record a message to be delivered at a specific time and date in the future, up to one year in advance. Information Only Mailbox - a mailbox can be configured to announce customized prerecorded information when accessed.
Chapter 1: Overview Zoomerang - allows users to listen to messages in the Voice Mail System, make a return call to a party 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.
Chapter 1: Overview Extension Checker - a tool that checks the security status of every extension in your system. Extension Password Protection for Application Logins - the system maintains a counter for each extension to track CTI client application login failures. When eight successive failures are reached, the system disables login connection for 1 to 24 hours to prevent password intrusion.
Chapter 1: Overview Dynamic Jitter Buffer - due to various delays in the IP network, audio packet streams may be delivered late or out of order. The system is able to buffer incoming packets and re-sequence them by maintaining a queue. This queue is adjusted dynamically to accommodate different network environment characteristics. Echo Cancellation - due to bandwidth limitations and device loading, long delays may occur during packet delivery process, which worsens the echo effect voice speech.
Chapter 1: Overview Directory Synchronization - when a new extension is added to one of the member systems and configured as Global extension, the VoIP domain controller will propagate this extension to all member systems. Every member system within the VoIP domain will be able to see the extension number plan of other systems. Multi-site Call Routing - when a user dials an extension number that is not a local extension number, the system will search the Domain extension list.
Chapter 1: Overview • All workgroups a supervisor is monitoring are displayed in a single view, making it easy to see what’s happening in all groups at once. • A graphical view (trend lines) displays workgroup statistics to help make better staffing decisions. • Supervisors can check workgroup voice mails without needing a separate license or needing to log in as an agent. AltiReport - application that can report an agent’s and workgroup’s operation details, including summary, analysis, and charting.
Chapter 1: Overview Call Center Capacity • Maximum configurable agents per workgroup - 512 • Maximum active login agents per workgroup - 256 • Total configured agents per system including all workgroups - 1280 • Total agents seats (License/Head) per system - 256 Capacities for a Multi-Gateway Softswitch PBX Capacity • Maximum 1,000 extensions (IP, analog, and mobile extensions) • Maximum 256 MobileExt ports per system • Maximum 400 MaxCommunicator/MaxAgent sessions • Maximum 20 AltiConsole sessions • Maxi
Chapter 1: Overview 22 MAXCS ACC 6.
CHAPTER 2 System Requirements and Installation This chapter describes the following: • System requirements • List of MAX Communication Server licenses • Preparation for installation • Installing MAX Communication Server • Installing MaxAdministrator on a network client • Uninstalling MAX Communication Server • Troubleshooting Minimum System Requirements This section lists the system requirements for MAX Communication Server ACC 6.5 Update1.
Chapter 2: System Requirements and Installation For MaxAdministrator 6.5 Update1 • Windows Server 2003 with SP2 • Windows XP Professional with SP3 • Windows Vista Business Edition • Windows 7 (32-bit or 64-bit) • At least 1024 x 768 resolution is required. For Enterprise Manager • Windows Server 2003 with SP2 • Windows XP Professional with SP3 • Windows Vista Business Edition • Windows 7 (32-bit and 64-bit) • 1 GB RAM if run in client machine. 512 MB+ RAM if run within the same server.
Chapter 2: System Requirements and Installation For Online Help • Internet Explorer 6.0 or higher browser. Email server integrations The following third- party Email Server integrations are supported: • Microsoft Exchange Server 2003 • Microsoft Exchange Server 2007 R2 CPU, Memory, and HDD Requirements The following table lists the minimum requirements for a single system.
Chapter 2: System Requirements and Installation License Type License Model Dedicated Recording Seat License Per seat assigned to record to a centralized folder, and per trunk port with recording enabled Concurrent Recording Session License Per session MaxMobile Per seat Multilingual Per system Advanced Call Router Per system AltiReport Per system VRManager Per system MaxInSight Per session SDK Connection Session Per session Trunk Control APC SDK Per session Exchange Integration Per u
Chapter 2: System Requirements and Installation Preparation for Installation Before you start installing MAXCS, you need the following: • Windows Update—Make sure your server has the recommended Windows Service Pack or Update. • MAXCS ACC 6.5 Update1 CD ROM—The MAXCS CD ROM that contains the MAXCS 6.5 Update1 programs. • MAXCS latest update—Check to see if there is an update available to the MAXCS 6.5 Update1 Release.
Chapter 2: System Requirements and Installation Multi-Gateway Softswitch System Installation These are the components you have to choose from: • Softswitch (including VM and Enterprise Manager)—Select this option to install Softswitch to the server. You need a dongle for the Softswitch server. Softswitch provides the following functions: – Devices Control • IP Phone • HMCP Media Server • IP Gateway – Call Control • Call Signal Processing (SIP and H.
Chapter 2: System Requirements and Installation • HMCP Media Server—If you have a small to medium scale system (no more than about 200 extensions), you can choose to install Softswitch and HMCP Media Server in the same machine, if you want to. You can also install them in different machines, especially if you plan to grow your system. If your system is larger, install HMCP Media Server and Softswitch on different servers.
Chapter 2: System Requirements and Installation Note: The VM server and Enterprise Manager should be installed on another machine. They can be installed with HMCP Media Server or IP gateway, but should not be installed with Softswitch. When you install the VM server and Enterprise Manager, the installation will prompt you to input the IP address of the Softswitch. Chapter 26 “Redundancy Configuration” on page 377 gives details on configuring for redundancy.
Chapter 2: System Requirements and Installation Error Message Solution Copy activation file failed. Activation file (exctl) is not in the specified folder, is missing, or is corrupted. Make sure you select the correct file folder where the activation file is located and try again. If problem persists, you can manually copy the activation file to c:\AltiServ\db directory (if AltiServ is installed on the c: drive) and run the installation program again. An error occurred during the move data process.
Chapter 2: System Requirements and Installation 32 MAXCS ACC 6.
CHAPTER 3 Getting Around MaxAdministrator This chapter gives a brief overview of MaxAdministrator (MaxAdmin), the program used to configure and administer the MAXCS ACC and ACM applications. MaxAdmin has a graphical user interface with tabbed windows that makes it easy to use. Use it at the MAXCS ACC/ACM system, or use it remotely on any other PC on the LAN. Note: The commands Services > Utilities > System Data Management, and Services > Shut Down All Services cannot be performed remotely.
Chapter 3: Getting Around MaxAdministrator The MaxAdministrator Main Window When you run MaxAdmin, you’ll see something like this: Menu bar Status bar Figure 1. MaxAdmin 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.
Chapter 3: Getting Around MaxAdministrator • Call Center Opens windows where you can configure workgroups, agent logout reasons, and MaxCall. • VoIP Opens windows where you can configure the enterprise network, the multi-site VoIP Domain, and the refresh enterprise settings. • Report Opens windows where you can view the system summary and IP traffic statistics and configure SNMP (simple network management protocol).
Chapter 3: Getting Around MaxAdministrator Extension. Opens the Extension Configuration window. Shortcut for PBX > Extension Configuration. Workgroup. Opens the Workgroup Configuration window. Shortcut for CallCenter > Workgroup Configuration. IP Phone. Opens the IP Phone Configuration window. Shortcut for PBX > AltiGen IP Phone Configuration. AA. Opens the AA Configuration window. Shortcut for System > AA Configuration. Recording. Opens the Recording Configuration window.
Chapter 3: Getting Around MaxAdministrator • The physical ID (including the ID on the faceplate of the board and the gateway ID). If it is an all-in-one system, the gateway ID is the system itself, and the ID is 0. Double-click a board to open a configuration window for that board. Figure 3. Boards window Click on any column heading to sort by that column. Click again to reverse the sort order. MAXCS ACC 6.
Chapter 3: Getting Around MaxAdministrator Extension View Window The Extension View window displays the name, location, and status of all assigned extensions. Right-click an extension to display its physical location... ...or to open a line properties window specific to the selected extension. Figure 4. Extension View window Click on any column head to sort by that column. Click again to reverse the sort order.
Chapter 3: Getting Around MaxAdministrator Trunk View Window The Trunk View window displays the status of all assigned trunks. Right-click a trunk to display its physical location or to open a trunk line properties window specific to the selected trunk. Figure 5. Trunk View window The radio button to the left of each trunk location is green when the trunk is idle, and red when the extension is not ready or in use.
Chapter 3: Getting Around MaxAdministrator Call Log View Window The Call Log View window displays the line and trunk traffic history. Prints selected log entries. Clears the window of all data. Figure 6. Call Log View window The window displays, for the last 30 calls, the caller line or number, the callee, the starting time in 24-hour format and the length of the call. When the call is from another AltiGen system, the call is displayed as “Caller System IP Address-Extension Number.
Chapter 3: Getting Around MaxAdministrator • 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 wait time of callers in queue • Service Level— the percentage of calls in queue with queue time less than or equal to the defined service level threshold Current Resource Statistics Window The Current Resource Statistics window displays the total VoIP channels, available channels, and in-use
Chapter 3: Getting Around MaxAdministrator • Total Packet Loss Rate—the ratio of total number of lost packets versus total received packets • Max Packet Loss Rate—the maximum packet loss rate observed over a period of time during a whole session • Jitter —displays the average length of delay per voice packet in milliseconds. This number can be used to measure the quality of service on the network that connects the source and destination sites.
Chapter 3: Getting Around MaxAdministrator Assign extensions to seat-based licenses in the Client SEAT License Management configuration screen (License > Client SEAT License Management). Select a license type and then select extensions to add to the list of “members” who can always use the selected product. Make multiple selections by using 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. Available under MAX Communication Server ACC: • MaxAdministrator 6.5—Lets you configure and administer your MAXCS system. • Enterprise Manager—Manages multiple systems, and is where you set up the IP dialing table and IP codec profiles. See “Enterprise VoIP Network Management” on page 325. (Available also from MaxAdmin.
CHAPTER 4 System Configuration The System Configuration window provides for configuring the MAXCS ACC/ACM system-wide settings. To open the System Configuration window, do one of the following: • Click the System Configuration button on the toolbar. • Select System > System Configuration. 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 1. 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 the same external database. If you intend to create a multi-site VoIP domain, this number will also be the Server ID, which is used and displayed in Enterprise Manager.
Chapter 4: System Configuration Parameter Description Manager Extension Select the system manager’s extension number.
Chapter 4: System Configuration Parameter Description Operator Extension and Group Members Select the extension to be used by the system operator. If the extension number you select is a workgroup or a hunt group, member extensions will show up in the Group Members box.
Chapter 4: System Configuration To set the number plan, select System > System Configuration, then click the Number Plan tab. Figure 2. System Configuration, Number Plan tab Use the Number Plan tab to specify the following parameters: Parameter Description Extension Number Length The number of digits for your extension numbering system. Valid entries are from 3–6. For example, extension 2001 and 4020 are 4-digit extension numbers.
Chapter 4: System Configuration Parameter Description DID Number Length 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. Depending on the service contract with the Central Office (CO), the DID trunk can send all 7 digits (2522999) or just the last 4 digits (2999).
Chapter 4: System Configuration Parameter Description First Digit Translator Configuration Figure 3. Single Digit Routing To set up a First Digit Translator entry, select the check box (to the left of 1-9, * or #), then enter the desired digits. When a box is checked, the digit preprocessor will replace the first digit 1-9, * or # that user dials with the digits indicated in the corresponding field. In the above example, if a user dials “*”, the system replaces this with “911”.
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 AltiServ. If AltiServ 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 4. Extension Call Routing To set up an Extension Dialed Digit Translator entry: 1.
Chapter 4: System Configuration Parameter Description 3. (optional) From the Non members list, you may select an IP extension that the Extension Dialed Digit Translator will apply to. You can apply the same Members to multiple locations. You may also enable the Bypass Account Code option if Account Codes are required. 4. Enter digits in the Dialed Number field and Translate To field.
Chapter 4: System Configuration Parameter Description Route Access – The Route Access option can be assigned to one or more digits, to route the call per the out call routing table. Out call routing, which is sometimes called ARS (Automatic Route Selection) or LCR (Least Cost Routing without carrier rate table), is described in “Out Call Routing Configuration” on page 183. Out call routing is designed to help 10-digit dialing, Zoomerang dialing, digit manipulation, and tie trunk hop-off dialing.
Chapter 4: System Configuration To add a Business Hours profile, click the Add button. In the Add Business Hours Profile dialog box that appears, enter a name for the profile, then click OK. For each business hour profile, set the business schedule parameters as follows: Parameter Description Day 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.
Chapter 4: System Configuration Figure 6. System Configuration, Holiday tab 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. To create a Holiday Profile 1. Click the Add button beside Profile to open the Add Holiday Profile dialog box. Enter a name for the profile, then click OK. 2.
Chapter 4: System Configuration The holiday you added appears in the Holiday list. Additional holidays you create appear in the list and together make up the Holiday Profile. To set call routing 1. Select a Holiday Profile from the Profile drop-down list, and then select a holiday in that profile from the Holiday list. 2. Set call routing for “normal” holiday hours using the field group in the Normal section of the Holiday tab. This will be the default route for calls coming in on that holiday. 3.
Chapter 4: System Configuration Figure 7. System Configuration, System Speed tab Adding Speed Dial Entries To add a speed dial entry, 1. Click the Add button. The Speed Dial Configuration dialog box appears. 2. The next available ID is filled in for you, or you can select the ID number using the drop-down arrow. 3. Type in a name for the Speed Dial entry, then enter the full number as you would dial it, with a maximum of 20 digits per entry.
Chapter 4: System Configuration Editing Speed Dial Entries To edit an entry, double-click the number you want to work with, or select the number and click Edit. In the Speed Dial Configuration dialog box that appears, edit the entry and click OK. Figure 8. Speed Dial Configuration To delete a system speed dial entry, select it in the System Speed tab and click Delete. Note: System speed dial is read-only from MaxCommunicator and MaxAgent.
Chapter 4: System Configuration Figure 9. System Configuration, Call Restriction tab Blocking Calls to Area Codes from All Extensions To add or edit system-prohibited area codes: 1. Double-click an index entry in System Prohibited Prefixes list, or select the index entry and click Edit. This opens a dialog box that allows you to enter a prefix number. 2. Enter a 1 and the dialing prefix to block (for example, 900, 976). You can enter up to 20 digits maximum for each prefix.
Chapter 4: System Configuration Locking Attacked Extensions If a user enters eight consecutive invalid passwords when logging on to voice mail or to activate an extension, MAXCS 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.
Chapter 4: System Configuration Creating Account Codes Account Codes let you enable or force users to assign incoming and outgoing calls to particular account codes for billing, tracking, or forecasting purposes. Up to 10,000 account codes can be created. To access the Account Code tab, select System > System Configuration, then click the Account Code tab. Figure 11. System Configuration, Account Code tab Adding and Deleting Account Codes To create an account/code association, click Add.
Chapter 4: System Configuration • Where to log the call detail records (CDR). The location can be an internal database, an external database, or both. • How you want the system to manage an internal CDR database. • If CDR needs to be output through a COM port to another computer, which COM port and which baud rate to use. To learn more about internal and external CDR databases and schema, refer to the CDR Search Manual.
Chapter 4: System Configuration External (Remote) Logging of Call Data MAXCS allows you to output CDR records to a Microsoft SQL Server 2000 database. Before you enable external logging, you need to set up and configure the SQL database and external logger application. Please refer to the CDR Search Manual to learn how to set up an external logger service. Note: The SQL database cannot be on the same server as the MAXCS system.
Chapter 4: System Configuration Country-Relevant Settings The Country Relevant tab in the System Configuration window contains group boxes for setting toll call prefixes and emergency numbers. The Country field displays the country selected on the System Configuration, General tab. If your system is not in North America, The Automatic Dialing Plan Rules button is available. Figure 14.
Chapter 4: System Configuration Setting Emergency Numbers The number in the Emergency Number field will have the system automatically find a trunk to process the call without the extension user dialing a trunk access code first. You may enter up to three emergency numbers in the appropriate fields. Note: This feature works with both trunk access code and route access code. Dialing Plan Rules for Non-North American Country If your MAXCS system is in a country other than the U.S.A.
Chapter 4: System Configuration • System default beginning and update prompts for callers in queue • Overhead paging To access the Audio Peripheral configuration window, select System > System Configuration, then click the Audio Peripheral tab. Figure 16. 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.
Chapter 4: System Configuration To configure music on hold to play a file 1. Make sure a VoIP board is installed (required for playing a file). 2. Check Enable Callers on Hold or in Queue to Listen to Music or Recorded Announcement. 3. Use the drop-down list to select the logical board ID of the VoIP board. The system will play the default music-on-hold file when the user places the caller on hold. The default music-on-hold file is a .wav file called “MusicOnWaiting.wav”.
Chapter 4: System Configuration Configuring Overhead Paging To configure overhead paging: 1. Connect overhead paging equipment to the audio out jack on a Triton telephony board. 2. On the System Configuration > Audio Peripheral tab, select Enable Overhead Paging. Use the drop-down list to select the board to which the overhead paging is attached. Activity The Activity configuration tab is used to configure activity codes that can be displayed at AltiConsole when the extension user is absent.
Chapter 4: System Configuration 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 the activity code and click Edit. In the Edit Activity dialog box, enter name of the Activity and click OK. 70 MAXCS ACC 6.
Chapter 4: System Configuration Feature Profiles Select System > System Configuration, then click the Feature Profiles tab to configure feature profiles. Figure 17.
Chapter 4: System Configuration #27 #32 #33 #36 #37 – – – – – Station Login Enter Account Code Do Not Disturb Call Forwarding Remote Call Forwarding Other Features: #12 – Language Setting #38 – Outside Call Blocking #39 – Operator Offline #44 – Overhead Paging #45 – Overhead Paging by Trunk #46 – Group Paging #53 – Outgoing Workgroup #54 – Login Workgroup #56 – Logout Workgroup #59 – Workgroup Call Monitor #66 – Trace Collection #73 – Silent System Call Park #90 – READY to Receive Workgroup Call #91 – N
Chapter 4: System Configuration Important: If you assign a feature profile (for example: 2 - Sales Group) to an extension in Extension Configuration, and that feature profile is subsequently deleted and a new feature profile is created that uses the same number (for example: 2 - Marketing Group), the extension will automatically be assigned to the new feature profile.
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CHAPTER 5 Media Server and Gateway Management This chapter is for enterprise deployment using Multi-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. With Multi-Gateway Softswitch architecture, MAXCS can control telephony boards that reside in different chassis (gateways) and make them function as a unified system.
Chapter 5: Media Server and Gateway Management Figure 2. Up to 1,000 users deployment Figure 3. Multi-Gateway Softswitch deployment using OFFICE3G server Note: MAXCS and gateway servers have to be on the same LAN. Connecting a gateway from a remote site to the MAXCS site through a WAN connection is not supported. The WAN network delay and latency may cause synchronization signal failure between MAXCS and the gateway. Note: An AltiGen Gateway license is required to set up a gateway.
Chapter 5: Media Server and Gateway Management • Add and delete a gateway • Attach and detach a gateway • Change a gateway name, IP address, password, country • Set TDM Bus mode for a gateway • Set CT-Bus clock for a gateway • Set whether the gateway is in service or out of service To open the Softswitch Component Configuration window, select System > Softswitch Component Management. Figure 4.
Chapter 5: Media Server and Gateway Management Parameter Description Name The name you gave the selected gateway for easy identification. 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.
Chapter 5: Media Server and Gateway Management Parameter Description Set CT-Bus Clock This parameter determines which telephony board will provide the clock signal for the TDM bus. If you don't have multiple T1 or E1 boards in a gateway, the default Auto setting is recommended. The system will find the appropriate board to supply the clock. If you have multiple T1 or E1 boards in a gateway, the system will automatically select the one with the lowest logical board ID as the clock source.
Chapter 5: Media Server and Gateway Management 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 Media Server/Gateway Configuration Tool for the gateway.
Chapter 5: Media Server and Gateway Management Media Server/Gateway Configuration Tool The configuration tool that opens when you click the Config button in the Media Server/ Gateway Management window can also be opened from the Start > All Programs > MAX Communication Server ACC/ACM > Gateway menu. When you open it from the Start menu, you’ll see this dialog box: Figure 5.
Chapter 5: Media Server and Gateway Management Parameter Description Status The status of the gateway: active, disconnected, initializing, resetting, failed. 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 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 2003/2007 synchron
Chapter 6: Voice Mail Configuration Figure 1. 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 Description Maximum Retry Count Can be between 0 and 16.
Chapter 6: Voice Mail Configuration Setting Message Management Options Set voice mail message confirmation and warning parameters: Parameter Description Confirm Message Deletion If checked, the system plays a voice message instructing the user to confirm request for deletion by pressing the # key. This prevents users from accidentally deleting messages with a single key entry.
Chapter 6: Voice Mail Configuration For Exchange 2003, you must configure first and last names in the Exchange user account to be the same as the AltiServ extension first and last names. For Exchange 2007, you must configure the extension number in the Exchange user account to be the same as the AltiServ extension number. Complete configuration details are given in the chapter “Microsoft Exchange Integration” on page 385.
Chapter 6: Voice Mail Configuration Parameter Description Native VM Integration with Exchange 2007 Uses Exchange 2007 as a native voice mail box to store voicemail files, providing a unified mailbox for all message types. Callers are forwarded to the Exchange 2007 mailbox when an extension is ring-no-answer, busy, or in DND. Accessing voice mail is done through the Exchange system.
Chapter 6: Voice Mail Configuration Parameter Description Postmaster Ext This field defines the extension that will be assigned as a Postmaster Extension. When the e-mail system receives an e-mail with an invalid e-mail account, the automatic reply to the sender (informing of the invalid e-mail account used) is sent from the defined extension. Note: The system always requires an extension to be specified as the Postmaster Extension. By default, the first extension in the system is used.
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 drop-down list. The list name, if any, now appears in the Name box; the members of the list are now displayed in the Member box, and other available extensions are displayed in the Non-Member box. 2. To give the list a name or change the existing name, type a descriptive name into the Name box. 3.
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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 record custom phrases, use pre-recorded phrases and use professionally recorded phrases.
Chapter 7: Auto Attendant Configuration To add an AA beyond the first 16: Click the AA Configuration button , or select System > AA Configuration. Copies an AA to a selected ID. Exports all your AA settings to an HTML file Figure 1. AA Select window • Edit—opens the AA window, where you can edit the selected AA as described in “Configuring Auto Attendants” on page 94. • Add—opens the Add AA dialog box. Select an ID in the drop-down list and type in a descriptive Name for the AA, then click OK.
Chapter 7: Auto Attendant Configuration Configuring Auto Attendants To configure an AA, click the AA Configuration button , or select System > AA Configuration. When the AA Select window appears, select an AA in the list and click the Edit button. This opens the AA window, showing the AA you selected in the title bar. Figure 2. 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.
Chapter 7: Auto Attendant Configuration • Second step—Execute the action selected from the drop down list. The drop down list contains the following actions: Action Description No Action An “invalid” message plays and the menu is repeated. Level - Expand Tree Expand menu item to create additional level. Level - Repeat Current Level Repeats the level that contains the “Repeat Current Level” menu item. Level - Go to Top Level Go to the top level and repeat action items on the top level.
Chapter 7: Auto Attendant Configuration Action Description Adv. - System Call Back Allows outside caller to dial into the system, enter a call back number, hang up, and wait for the system to call back. The system will request the caller to enter an extension and password for authentication. The call back number needs to include the toll call prefix and area code for long distance and international calls. The trunk or route access code is not required when entering a call back number. Adv.
Chapter 7: Auto Attendant Configuration To use the Collect Digits action: 1. Select the Adv. - Collect Digits action, then set the following additional parameters: Figure 3. Collect digits • Text Tag—a tag name, which is critical for the following operations: • For CDR logging, the IVRData field will log the collected digits as "Tag=xxxxx". For example, if tag is configured as "Account" and collected digits is "67663", the CDR database will log "Account=67663" in the IVRData field.
Chapter 7: Auto Attendant Configuration 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 175. For extension or group assignments, see “Setting Answering Options” on page 217. Phrase Management You might want to record unique phrases to customize an AA or a group.
Chapter 7: Auto Attendant Configuration Phrase # Phrase 0295 Thank you for your patience. We should be with you soon. For your convenience, you may leave a message if you wish by pressing the # key on your telephone and we will get right back to you. 0296 We apologize for the extended delay, but our current call load is abnormally high. Remember, you may leave a message by pressing the # key on your telephone and we will get right back to you.
Chapter 7: Auto Attendant Configuration To install professionally recorded phrases or prompts: 1. Assign a prompt number to each prompt you would like recorded. Or give the prompt a unique identifying name. AltiGen-supplied phrases are numbered, but phrases don’t have to be numbered. 2. Submit your prompt script and prompt name to the recording studio. 3. Instruct the recording studio to record prompts in either 8KHz or 11.025KHz mono in the WAV format. 4.
CHAPTER 8 Multilingual Configuration MAXCS supports multiple language prompts (8 languages total) 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 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 • Enable the extension user to change the preferred language for the extension by using a feature code #12, if desired. • Configure the Language Setting in DNIS, if desired. 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 99 for details.
Chapter 8: Multilingual Configuration Configuring for a Multilingual System To configure MAXCS as a multilingual system, select System > Multilingual Configuration. The Multilingual Configuration screen opens to the Language tab. Here you will add references to the language directories you created. These are the directories that contain phrases in other languages. Figure 2.
Chapter 8: Multilingual Configuration The contents of the fields System phrase directory and Custom phrase directory are fetched from the location where the language phrases are stored. They are not editable. Only the description of the language is editable here. To edit it, click the Edit button or double-click the row. The default language cannot be deleted. After you add languages, any language used by DNIS, an extension, or an AA cannot be deleted.
Chapter 8: Multilingual Configuration Configuring the Extension Extension users have a default language configured, and that language is always used for them whenever they hear a prompt on their extension. The default language is assigned in Extension Configuration > General tab. Figure 3. Selecting a language for an extension user In the Language drop-down list, select the desired language, and click OK. MAXCS ACC 6.
Chapter 8: Multilingual Configuration 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 4. Configuring feature code #12 to enable a user to change an extension’s language selection To configure feature code #12 for language selection: 1. Check the Language Selection Prompt check box. 2.
Chapter 8: Multilingual Configuration All feature codes are enabled, by default. 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.
Chapter 8: Multilingual Configuration Figure 5. Configuring the language setting in DNIS See “DNIS Routing” on page 179 for rules and restrictions on routing using DNIS. Which Language Will Be Used? MAXCS 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 uses the selected language.
CHAPTER 9 Call Recording Configuration To use the centralized call recording function, make sure the following 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 • calleeID is the target number or trk(bbcc) • workgroupID is the workgroup number for a workgroup call, or ext for extension call • DNIS is the DNIS number or NA for no DNIS number • sessionID is the CDR session ID Configuring Call Recording To configure system-wide call recording, including centralized recording for multiple gateways, do one of the following: • Click the Recording button on the toolbar. • Select System > Call Recording Configuration.
Chapter 9: Call Recording Configuration An FTP folder must be created for the Central Location, so that it can be fully accessible through FTP. The FTP Path must be pointed to the Central Location. Note: Important note for Windows 2003 Server users using a remote shared directory: Refer to the steps described in “Using a Remote Shared Directory” on page 111. 4.
Chapter 9: Call Recording Configuration Figure 3. “Sign up for online storage or connect to a network server” link This invokes the Add Network Place Wizard. Figure 4. 3. Add Network Place Wizard Click Next. You’ll see the screen below: 112 MAXCS ACC 6.
Chapter 9: Call Recording Configuration Figure 5. 4. Click Choose another network location and click Next. The following screen is displayed: Figure 6. 5. Add Network Place Wizard Add Network Place Wizard - Internet/Network Address 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.
Chapter 9: Call Recording Configuration Figure 7. 6. Type in a name for the network place and click Next. A confirmation screen appears: Figure 8. 7. Add Network Place Wizard - Shortcut Name Confirmation screen Click Finish. The network place you created should appear on the desktop. 114 MAXCS ACC 6.
Chapter 9: Call Recording Configuration Figure 9. 8. Network Place Created In the Recording Configuration window, use the Browse button to select the network place as the destination folder. Figure 10. Recording Configuration Window MAXCS ACC 6.
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CHAPTER 10 Application Extension Configuration The application extension is an extension pilot number that allows an SDK-based addon 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 1. 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 Add Application Extension dialog box. and click OK. Figure 2. Add Application Extension dialog box 2. The application extension appears in the AppExt List. 3. Type a password in the Password field. 4.
Chapter 10: Application Extension Configuration • AA—select the auto attendant number to use in the drop-down list under the option. AA settings are configured in System > AA Configuration. • Extension—select an extension from the drop-down list. • Operator—select an operator from the drop-down list. 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.
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CHAPTER 11 Board Configuration This chapter shows how to configure AltiGen telephony boards: • Triton Resource Board, page 123 • Triton 30-Party Conference Board, page 124 • Triton Analog Station Board, page 124 • Triton Analog Trunk LS/GS and LS Boards, page 124 • Triton VoIP Board, page 125 • Triton T1/E1 Boards, page 126 • Virtual Boards SIP and H323, page 140 • Virtual Board HMCP, page 141 • MAX1000/2000 Board, page 148 • Virtual MobileExtSP Board, page 149 For information on how to install AltiGen bo
Chapter 11: Board Configuration Figure 1. Boards window Double-click the board you want to configure, and a Board Configuration window opens, similar to the following: Figure 2. Board Configuration window 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.
Chapter 11: Board Configuration Parameter Description Channel Mapping List Logical Channel, Type, and Physical Channel for the entire board. Double-click a channel to open a line configuration dialog box or a trunk configuration dialog box, as appropriate. To reset the channel, select the channel to reset and click the Reset Channel button, then click OK. Channel Group Info Applicable to T1/E1 and the MAX family of boards only. Double-click a channel group to open a configuration dialog box.
Chapter 11: Board Configuration This option is in the Extension Configuration window Using the Triton MeetMe Conference Board The Triton MeetMe conference board requires no configuration. Board resources are available when it is installed. You do have to assign a MeetMe Conference extension (select PBX > MeetMe Conference Configuration). One MeetMe conference board is supported in a system. Note: In a multiple gateways installation, the MeetMe conference board can be in any gateway server.
Chapter 11: Board Configuration Double-click the board in the Boards window to open the Board Configuration window, similar to Figure 2 on page 122. See attribute descriptions below Figure 2. Note the following additional information: • Double-clicking a channel in the Channel Mapping List opens a channel configuration dialog box. See “Triton Analog Station Line Properties” on page 202.
Chapter 11: Board Configuration If you change this configuration, you must restart the switching services for the change to take effect. Figure 5. Board Configuration window Configuring the Triton T1/E1 Board Through MaxAdmin, 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 6. Triton T1/E1 Configuration dialog box (For information on adding and removing mobile trunks, see “Mobile Extension Configuration” on page 249.) 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 Figure 7 and Figure 8. Figure 7. Triton T1 configuration dialog box MAXCS ACC 6.
Chapter 11: Board Configuration Figure 8. 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 Action HW failure: Major hardware problem. Board is not responding to commands.
Chapter 11: Board Configuration Error Message Meaning Action L1 failure: Layer 1 failure, CO notifies that the configuration is wrong; RAI = Remote Alarm Indicator Correct the settings. L1 failure:
Chapter 11: Board Configuration Error Meaning Line Code Errors Line Code Error is defined as an occurrence of a bi-polar variation or excessive zeroes. Bit Errors Bit Errors are defined as a CRC-6 error in ESF, FT-bit error in SLC-96 and F-bit or sync bit error in SF. Xmt Frame Slips Transmit Frame Slips counter shows the number of frame slips for the transmitter Clear button Use the Clear button to reset the statistics counters.
Chapter 11: Board Configuration Option Notes System Clock Master You can set the System Clock Master if you have a backto-back configuration and you want this span to be the master clock to the system. (Only one clock master should be selected in a back-to-back system.) See the following section on T1/E1 clocking.
Chapter 11: Board Configuration Figure 9. Figure 10. T1 PRI Protocol Configuration dialog box (top half) T1 CAS Protocol Configuration dialog box (top half) Selecting Span Types • T1 CAS—select this option to associate all channels on the span to T1 CAS. • Regular ISDN PRI—select this option to indicate 23B+D ISDN PRI span and to designate the last channel as the D channel. • Enable Tie Trunk—check this box to enable a tie trunk. Tie trunks must terminate to a system also configured as a tie trunk.
Chapter 11: Board Configuration Figure 11. E1 PRI Protocol Configuration dialog box (top half) Figure 12. 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 Setting the ISDN PRI Switch Mode If you select a Span Type of Regular ISDN PRI in the T1 PRI Configuration Window, use the following guidelines to set the ISDN PRI Switch mode. Figure 13. 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.
Chapter 11: Board Configuration If you select a Span Type of Regular ISDN PRI in the E1 PRI Configuration Window, use the following guidelines to set the ISDN PRI Switch mode. E1 PRI Figure 14. 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.
Chapter 11: Board Configuration Configuring an ISDN Numbering Plan The ISDN Numbering Plan button in the Protocol Configuration window opens the PRI ISDN Numbering Plan dialog box. This function allows you to select how the system will identify and code the Called Number for six different types of calls. This coding instructs the CO on how to interpret the number being sent to it. Figure 15.
Chapter 11: Board Configuration • Numbering Plan: – Unknown – ISDN – National – Private The setting Unknown is used when the user or network has no knowledge of the numbering plan. In this case, the number digits field is organized according to the network dialing plan. B Channel Maintenance Message: This setting controls B channel initialization and maintenance message exchange between MAXCS and the CO, when the system starts up.
Chapter 11: Board Configuration Setting PRI Calling Numbers A PRI Calling Number Setting in the bottom half of the Protocol Configuration dialog box lets you set the numbers you want your Carrier to accept. Figure 16. PRI Calling Number Setting Most PRI trunks allow an AltiServ 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.
Chapter 11: Board Configuration If AltiServ detects the Calling Number is not accepted by the Carrier, it will always send the number you enter in the text box at the lower right side of the dialog box as the Calling Number. Enter an appropriate Calling Number in this box. Installing a Channel Service Unit (CSU) This section discusses installing a CSU to the Triton T1 or T1/E1 Board. The channel service unit is a device used to connect a digital trunk line coming in from the phone company to the PBX.
Chapter 11: Board Configuration Configuring Virtual Boards SIPSP and H323SP A VoIP connection typically consists of two parts: • Signal Channel—responsible for setting up and tearing down a call using protocol. For example, SIP protocol is used in MAXCS to build a signal channel between the server and the IP phone. • Media Path—responsible for encoding, transmitting, and decoding voice for both parties.
Chapter 11: Board Configuration The number of configured channels and licensed channels are displayed. AltiServ is set by default to support 60 SIP extension channels. You can change the number of SIP extension channels and tie-trunk channels. The maximum number possible depends of the system CPU performance, call volume, and usage. If a high performance machine is used as the Softswitch server, the number of channels can be more than 1000.
Chapter 11: Board Configuration • Play music when device is on hold • Process IP paging 2. Play and Record Voice Files • Announce system and queue phrases • Process auto attendant • Process voice mail • Call recording for IP extensions 3.
Chapter 11: Board Configuration By default the system grants 60 conference members in a maximum of 40 bridges. 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 the Board Configuration button to open this dialog box: If you decrease the number of HMCP resources, the system must be rebooted for the configuration to take effect.
Chapter 11: Board Configuration • MeetMe Conference Members — 120 • Agent Supervision Bridges — 20 Notes: • 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. To calculate the optimized number of VPR you need, use the following formula: Total G.711 VPR = Total number of extensions X 2 Total G.
Chapter 11: Board Configuration The IP extension Home Media Server ID should be assigned to "00" by default. You do not need to change this number since both Softswitch and HMCP Media server are in the ID "00". Scenario 2: Single Standalone HMCP Media Server For 200 to 1,000 users without an extensive amount of recording resources, fewer than 200 concurrent recording sessions, you may deploy a stand-alone HMCP Media server as shown below. MAXCS ACC 6.
Chapter 11: Board Configuration The Home Media Server ID should be changed to "01" for all IP extensions, assuming HMCP Media server is using ID 01. Scenario 3: Multiple HMCP Media Servers For 500+ PBX users or 200+ call center agent installations that require more than 200 recording sessions, you may deploy multiple HMCP Media servers to achieve load balancing and failover protection. The following example shows two HMCP media servers to provide up to 2,000 G.
Chapter 11: Board Configuration If you have two or more HMCP Media servers, the system will provide failover in the event that one Media server is off-line. When the Home Media server for an IP extension is not available, the media manager in the system will search available resources from other Media servers when that extension requests media service.
Chapter 11: Board Configuration Configuring the MAX1000/2000 Board The MAX1000/2000 Server is a telecom appliance that consists of an embedded DSP board and two access board slots. MAXCS treats the entire MAX system as one board with two access board options. The Boards window displays the name of the MAX board, followed by [xxyy(-T1),xxyy]: Figure 19. Boards View showing MAX board xx refers to the number of analog trunks, and yy refers to the number of analog extensions.
Chapter 11: Board Configuration • For information on configuring the T1/E1 trunk, see “Triton T1/E1 Trunk Properties” on page 163. • For information on configuring the Triton Analog Trunk, see “Triton Analog Trunk GS/ LS Properties” on page 166. • For information on configuring a Triton Analog Line, see “Triton Analog Station Line Properties” on page 202.
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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. This chapter discusses general configuration options applicable to all trunks, followed by specific configuration options for the following trunk types: • H.
Chapter 12: Trunk Configuration Figure 1. Channel Information box 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.
Chapter 12: Trunk Configuration The Trunk Configuration window opens: Figure 3. Trunk Configuration, General tab 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.
Chapter 12: Trunk Configuration Setting General Trunk Attributes Select a channel to view its current attributes. You can then set or change the following attributes. If an option is grayed out, it is not available for that type of trunk: • Access Code—Assign a trunk access code to the selected trunk. If you need to use a trunk access code other than 9, you must first set this up on the Number Plan tab of System Configuration (see “Setting a System Number Plan” on page 48).
Chapter 12: Trunk Configuration Paging—This configuration is for an overhead paging equipment and requires a Loop Start trunk port. The paging equipment will provide loop current to the trunk port. When this option is selected, you can assign an ID in the drop-down list. The range of paging IDs are from 00 to 99, which allows MAXCS to be connected to up to 100 paging systems through trunks for multi-zone paging applications. To activate a trunk paging port, dial #45 and the ID number.
Chapter 12: Trunk Configuration Note: For IP tie trunks, use the IP Dialing Table in AltiEnterprise Manager to set the dialing scheme (AltiEnterprise Manager is available by selecting VoIP > Enterprise Network Management, or from the Windows Start menu). • Trunk Call Predial String—To have the system automatically insert the configured digits whenever the selected trunk is used for outgoing calls.
Chapter 12: Trunk Configuration • Holiday Profile—A holiday profile can be assigned to a trunk. The drop-down list selection is based on settings configured in the Holiday tab of System Configuration (see “Routing Calls on Holidays” on page 55). • Business Hour Profile—A business hour profile can be assigned to a trunk. The drop-down list selection is based on settings configured in the Business Hours tab of System Configuration.
Chapter 12: Trunk Configuration H323 Tie Trunk Properties To open a trunk configuration dialog box for an H323 tie trunk, do one of the following: • In the Trunk Configuration window, select an H323 trunk type, then click the Trunk Properties button. • In the Board View window, double-click an H323 board type, then click the Board Configuration button. Board configuration is discussed in “Configuring the H323SP Board” on page 141.
Chapter 12: Trunk Configuration SIP Trunk Properties Traditionally telecom trunks are from your local carrier’s PSTN switch and the dial tone is provided via either analog trunks or T1/PRI digital trunks. A new type of service called “IP Dial Tone,” which allows you to dial a long distance call at a lower rate, is available. IP Dial Tone is delivered through your IP data network, and the service provider can be anywhere in the world, as long as the VoIP data packets can be routed properly.
Chapter 12: Trunk Configuration The SIP Trunk Configuration dialog box opens: Figure 5. SIP Trunk Configuration dialog box and Edit box To edit a line, click the Edit button, fill in the blanks, and click OK.
Chapter 12: Trunk Configuration • Enable Channel—After all above parameters are entered correctly, check this box to activate the channel. The AltiGen system will send authentication to the service provider to verify the setting. To copy the information in one row to other rows, select the row and click Copy To. Then select the rows you want to copy the information to, using CTRL+click and Shift+click to select several rows. Click OK. To delete a row, select it and click Delete.
Chapter 12: Trunk Configuration Field Description Carrier can accept any number This is the default. 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.
Chapter 12: Trunk Configuration Triton T1/E1 Trunk Properties To open a configuration dialog box for a Triton T1/E1 channel, do one of the following: • If you’re in the Trunk Configuration window, select a Triton T1/E1 channel from the trunk channels list, then click the Trunk Properties button, or just double-click the channel in the list. • If you’re in the Trunk View window, right-click the channel and select Channel Properties. Figure 6.
Chapter 12: Trunk Configuration Parameter Description Caller ID and DID Collection You can select the maximum time-out delays, in seconds, and the appropriate sequence of symbols to be collected for Caller ID and DID. Max. seconds before the first digit Maximum wait time before time-out for the system to identify this digit after either the first ring in ground start or loop start or the wink in wink start. The range is from 1-6 seconds, or None, with a default value of 3 seconds.
Chapter 12: Trunk Configuration Caller ID and DID Incoming Sequence Example The following is an example of a Caller ID and DID/DNIS incoming sequence window. Figure 7. 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. • The system waits 3 seconds for the first digit to arrive.
Chapter 12: Trunk Configuration Triton Analog Trunk GS/LS Properties To open a configuration dialog box for a Triton Analog Trunk GS/LS channel, do one of the following: • If you’re in the Trunk Configuration window, select a Triton Analog Trunk GS/LS channel from the trunk channels list, then click the Trunk Properties button, or just double-click the channel in the list. • If you’re in the Trunk View window, right-click the channel and select Channel Properties. Figure 8.
Chapter 12: Trunk Configuration Parameter Description Incoming Ring Single—Default setting for North America Double—For countries using Ring-Ring-Silent type of ring pattern Impedance The resistance of electrical current to alternating current, measured in Ohms. Impedance occurs when power or signal is transferred from one circuit to another. When a trunk interface impedance is greatly mismatched with the CO analog line, it may result in static noise and echo heard by IP phone users.
Chapter 12: Trunk Configuration Parameter Description Tone Disconnect Busy tone (reorder tone, fast busy tone, error tone, and so on) or dial tone (continuous tone, and so on). This should be used in conjunction with drop in loop current. For COs who cannot guarantee loop break, this may be the only option. Receiver/ Transmission Gain Slide setting adjusts the gain from -6 dB to 6 dB for every Triton Analog Trunk channel. The gain is not adjustable, by default.
Chapter 12: Trunk Configuration Parameter Description Rx Level at 600 Ohms The Rx Level measurement at 600 Ohms, obtained by clicking the Test Rx Level button. See Test Rx Level button, below. Test Rx Level button Tests the receiving level of the trunk channel on a call to your local CO’s Milli-Watt Test Number after you set the Impedance parameter to 600 Ohms and the Rx Gain to 0dB. Results are displayed in the Rx Level at 600 Ohms field.
Chapter 12: Trunk Configuration Note: If the Hybrid Echo Return Loss reading of a trunk is worse than -6 dB, for example, -5 db, the trunk may be subject to VoIP voice quality problems. Use this trunk to connect to analog phones only, or configure it to be the least used trunk. (Acceptable range for Hybrid Echo Return Loss is -6dB to -26dB.) Noise Level should be less than -67dBm (acceptable range is -67dBm to 90dBm). 2. Make calls from the trunks to test voice quality. 3.
Chapter 12: Trunk Configuration 4. Click the Test Rx Level button. When the test is complete, the Test Rx Level dialog box is displayed: 5. Click OK. The Rx Level measurement is displayed in the Diagnosis section of the main dialog box. If you call your local CO’s Milli-Watt Test Number, the acceptable range for Rx Level should be between -6dB and -3 dB, with -5dB being ideal. 6. Restore the Impedance and Rx Gain settings, and click OK.
Chapter 12: Trunk Configuration Figure 11. 3. Set the Timeout to Repeat Current Level. Figure 12. 4. Setting the AA to play a prompt phrase Setting Timeout to Repeat Current Level 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. 172 MAXCS ACC 6.
Chapter 12: Trunk Configuration Figure 13. Setting trunk In Call Routing to an AA 5. Call from one trunk to the testing reference trunk. You should hear a 1kHz 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. If the reading is less than -6 dB, for example -3 dB, take the following steps to attenuate the gain for the Triton Analog Trunk to IP phone connection: a.
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. 174 MAXCS ACC 6.
Chapter 12: Trunk Configuration Incoming Call Routing To set incoming call routing for a trunk, select the trunk on the General tab, then click the In Call Routing tab in the Trunk Configuration window. The trunk location appears in the title bar. Figure 14.
Chapter 12: Trunk Configuration Figure 15. Trunk Configuration, Out Call Blocking tab If you select Trunk allowed for Outside Calls at Any Time, call restrictions set in System Configuration, Outcall Routing, and Extension Configuration still apply to calls made on the trunk. If you select Outside Calls Allowed According to The Following Schedules, you can then use the Schedule 1, 2, and 3 options to set up to three different time periods during which calls are allowed.
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. 2 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 Caller ID Routing When an incoming call comes through a trunk with Caller ID, the system can route the call to the proper extension, to the auto attendant, or to the operator, based on the Caller ID number collected. In order to locate an entry in the Caller ID table for an incoming call, a full match is required. To access Caller ID routing, click the Caller ID Routing tab in the In Call Routing Configuration window. Figure 1.
Chapter 13: In Call Routing Configuration Defining Caller ID Routing After adding an entry, you define it by first selecting it in the list. When you select an entry, its name and other defined attributes, if any, appear in the fields of the tab. You can edit any of these attributes.
Chapter 13: In Call Routing Configuration Figure 2. 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 that appears, type in a DNIS Number and a descriptive DNIS Name, then click OK. The number and name entries have the following requirements: • The DNIS Number must be the numbers 0–9 (the hyphen is not accepted in this dialog box).
Chapter 13: In Call Routing Configuration • Non Workdays Within each of these three time slots, you have the following routing options for incoming calls: • Route to a particular extension selected in the drop-down list • Route to a particular auto attendant selected in the drop-down 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 Ho
Chapter 13: In Call Routing Configuration 182 MAXCS ACC 6.
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 Configuring Out Call Routing To configure out call routing, select PBX > Out Call Routing Configuration. The following configuration steps may help you configure out call routing correctly. 1. Before you configure Out Call Routing, make sure a route access code is configured in the System Configuration window, Number Plan tab.
Chapter 14: Out Call Routing Configuration Working with Route Definitions A route definition consists of a route name and group of trunks, listed in the order that the system will use for outgoing calls. Figure 1. Out Call Routing Configuration, Route Definition tab Parameter Description Route Index For identification purposes only. Route Name Description of the route (maximum 40 characters). Digit Manipulation You can insert or delete digits from the dialed number.
Chapter 14: Out Call Routing Configuration To create a route 1. Click Add under the route definition list. The Add an entry dialog box appears: 2. Type in a name and index number, and click OK. 3. To add trunks to the route, select trunks from the Not Member list and use the button to move selected trunks to the Member Trunks list. 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.
Chapter 14: Out Call Routing Configuration Click the Default Routes tab in the Out Call Routing Configuration window to configure default routes. For each type of call, the system will use trunks specified in the “1” field, if available, otherwise use trunks in the “2” field, and so on. Figure 2.
Chapter 14: Out Call Routing Configuration • You would like to block a dialing pattern in addition to system restriction setting. Dialing patterns are exceptions. If you can, minimize the number of dialing pattern entries. Most companies don’t need to create dialing patterns. To create a dialing pattern 1. Click the Dialing Pattern tab on the Out Call Routing Configuration window. Figure 3. Out Call Routing Configuration, Dialing Pattern tab 2. Click the Add button.
Chapter 14: Out Call Routing Configuration 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. • If a dialing pattern requires the system to add or remove digits, a route with digit manipulation configuration needs to be set up correctly.
Chapter 14: Out Call Routing Configuration Configuration Example - Solving 10-digit Dialing Situation: Company ABC located in Dallas, area code 214, has one PRI circuit from the local carrier. Both 214 and 972 area codes are local 10-digit dialing area codes. The carrier will reject the call if the system dials 1214 or 1972 when dialing a local call. Configuration Steps: 1. Create a route to include all the T1 channels. 2. Apply the route to Default Routes. 190 MAXCS ACC 6.
Chapter 14: Out Call Routing Configuration 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 ACC 6.
Chapter 14: Out Call Routing Configuration Resolving Dialing Delay for 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.
Chapter 14: Out Call Routing Configuration 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 drop-down list to select the En-Bloc route definition (assigned in step 2).
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CHAPTER 15 Extension Configuration The Extension Configuration window provides for creating extensions and setting their attributes. To open the Extension Configuration window, do one of the following: • Click the Extension Configuration button on the toolbar. • Select PBX > Extension Configuration. Note: To set up an application extension, see “Application Extension Configuration” on page 117. To set up an IP extension, see “Setting Up IP Extensions” on page 227.
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.
Chapter 15: Extension Configuration 3. If you have a multi-site setup, with multiple AltiServ systems connected over IP, a VoIP Domain is created in the AltiEnterprise configuration. If you want to publish the extension to all AltiServ systems within the VoIP Domain, check the Global Extension check box. “(Global)” will be displayed beside the extension’s type in the Agent/Supervisor/Extension list. No configuration is needed on other AltiServ systems on behalf of this extension.
Chapter 15: Extension Configuration A valid password must be 4 to 8 digits (numbers or letters A-Z) in length and cannot be the same as its extension number. Basic password patterns, such as repeated digits (1111), consecutive digits strings (1234), or digits that match the extension (Ext. 101 using 1012, 9101, 10101, and so on) are not allowed.
Chapter 15: Extension Configuration • Feature Profile—Sets an extension feature profile that includes enabling or disabling of extension features. The feature profile must first be configured by the administrator on the Feature Profiles tab of System Configuration (see “Feature Profiles” on page 77). • A feature profile assigned to an IP phone should have #26 enabled. • Enable Dial-By-Name—Select this box to allow incoming callers to search the extension list by employee name for this extension.
Chapter 15: Extension Configuration Call Recording Options The system administrator can specify a recording license assignment and the following non-workgroup call recording options for an agent extension: WARNING! Listening in to or recording a conversation without the consent of one or both parties may be a violation of local, state, and federal privacy laws. It is the responsibility of the users of this feature to assure they are in compliance with all applicable laws.
Chapter 15: Extension Configuration Recording Tone • Disable—No tone is played during a recording. • Insert tone before recording—Plays one recording beep to alert the parties that the conversation is being recorded. • Insert repeating recording tone—Plays a low-volume background beep every 15 seconds to alert the parties that the conversation is being recorded. The tone is recorded together with the conversation. The beep does not disrupt the conversation.
Chapter 15: Extension Configuration Changing the Location To change the location of a physical extension, select the extension number in the list of extensions, then click the Prev or Next buttons to change the board and channel settings until the location you want is displayed. Like other changes, this change isn’t finalized until you click Apply. Setting the Line Properties For a physical extension, you can configure hardware options on the port used for the extensions.
Chapter 15: Extension Configuration Configure the following hardware extension-specific features: Parameter Description Caller ID Signal Format Message format with which to send Caller ID information: • None • SDMF—Single Data Message Format for supporting and sending a single data type, such as phone numbers. • MDMF—Multiple Data Message Format for supporting and sending multiple data types, such as name and number information. (Default for US/Canada installation.
Chapter 15: Extension Configuration Parameter Description Transmit to phone (dB Gain) Range -3 ~ +3db You can decrease or increase the extension phone's receiving volume with this setting. The volume will be lower or higher for the extension user. Default is 0 dB. IP Extension Configuration See “Setting Up IP Extensions” on page 227 for information on configuring this section of the Extension Configuration General tab.
Chapter 15: Extension Configuration Configuring Group Options for an Extension In the Extension Configuration window, Group tab, you can see the groups to which an extension is assigned, and you can change those assignments. Hunt groups are created in the Huntgroup Configuration window (see “Establishing Hunt Group Membership” on page 262). Workgroups are created in the Workgroup Configuration window (see “Establishing Workgroup Membership” on page 289).
Chapter 15: Extension Configuration 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 Picking Up a Call from the Workgroup Queue Check Allow pickup call from workgroup queue to allow a MaxAgent user to pick up a call from the workgroup the agent belongs to. The agent needs to be in the log-in state to be able to pick up a call from the queue. Logging Outbound Workgroup Calls You can assign an agent to an outgoing workgroup, which is useful for call detail reporting and workgroup statistics.
Chapter 15: Extension Configuration Figure 4. Extension Configuration, Speed Dialing tab Editing Speed Dial Entries To add or edit an entry 1. Double-click the Station Speed ID number you want to work with, or select the number and click Edit. Or click Add to add an entry. A dialog box appears: 2. Select the ID number using the drop-down arrow, type in a name for the Speed Dial entry, then the full number as you would dial it, with a maximum of 20 digits per entry.
Chapter 15: Extension Configuration Setting the Mailbox Options The Mail Management settings define how voice messages are handled for an extension: whether the mailbox is information only or is full-featured, how messages are announced and processed, and how much capacity is allotted to message storage. To work with mailbox settings, select the extension number you want to work with from the Agent/Supervisor/Extension list, then click the Mail Management tab. Figure 5.
Chapter 15: Extension Configuration Assign Exchange Integration License Check this check box if the selected extension is to be integrated with Microsoft Exchange. SMTP/POP3 Setting • Email Name—the user’s e-mail name without the @domain. The default e-mail name is ext[extension number], that is, the letters “ext” followed by the extension number. For example, the default e-mail name for extension 2497 would be ext2497.
Chapter 15: Extension Configuration Press Zero Option This option allows a caller to press “0” while listening to this extension’s greeting. Use the drop-down list to select one of the following forwarding destinations for the call: Voice Mail, AA, Extension, Group, Operator (default), Outside Number, or Line Park. When the caller presses “0,” the call will forward to the specified destination.
Chapter 15: Extension Configuration Figure 6. Extension Configuration, Notification tab Individual users can also configure Message Notification within the AltiGen client applications MaxCommunicator and MaxAgent. Note: You can use Apply to to apply notification settings to one, some, or all extensions. See “About the Apply To Button” on page 196 for more information on using Apply to.
Chapter 15: Extension Configuration 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.txt (see “Where Security Alerts Are Logged” on page 214.
Chapter 15: Extension Configuration 8. For the values you entered in the registry to take effect, from the MaxAdmin menu, choose Diagnostic > Trace. The Trace Filter dialog box opens. Click the Minute Task button in the dialog box. Alternatively, you could restart the system for the values to take effect. Note: To have access to the commands on the Diagnostic menu, you must first log into MaxAdmin with the password jazzy and then again with the administrator password.
Chapter 15: Extension Configuration Setting Notification Timing When notification is configured to an outside phone number, the system will announce, "This is the outcall notification message for…" after call connection. However, there are situations when the system may not be able to receive an answer supervision signal from the carrier. If the system plays the announcement phrase before the notification call is answered, the phrase will be cut off.
Chapter 15: Extension Configuration Configuring Calling Restrictions To work with extension call restrictions, select the extension number you want to work with from the Agent/Supervisor/Extension list, then click the Restriction tab. Figure 7. 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 196 for more information on using Apply to.
Chapter 15: Extension Configuration Setting Other Call Restrictions Other call restriction rules can deny or allow the following: • 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.
Chapter 15: Extension Configuration To work with extension answering options, select the extension number from the Agent/Supervisor/Extension list, then click the Answering tab. Figure 8. Extension Configuration, Answering tab 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.
Chapter 15: Extension Configuration To enable call forwarding, check the Enable Call Forward to check box, then, using the drop-down list, indicate the forwarding destination. You can use Apply to to act on multiple extensions, with the restrictions discussed in the previous section. The forwarding options are as follows: • To Voice Mail • To AA—select the auto attendant number to use in the drop-down list under the option. • To an Extension—select an extension from the drop-down list.
Chapter 15: Extension Configuration Do Not Disturb Enable Do Not Disturb—Check this option to send all calls for the selected extension(s) to the extension’s voice mail. This feature is also accessible by the user at the user’s station by dialing #33. Note that this overrides any One Number Access settings for the extension. Handling Busy Calls You have several options for handling calls while the extension is busy, and again, the options vary depending on the extension type.
Chapter 15: Extension Configuration Select one of the following options for no answer call handling: • Forward to Extension—Select an extension number in the drop-down list. See “A 10-Hop Limit to Call Forwarding for Direct Calls” on page 218. • Forward to Voice Mail • Forward to AA—select the auto attendant number to use in the drop-down list under the option. • Forward to Line Park—use the drop-down list to select a Line Park group to route the call to. (See “Line Park Configuration” on page 277.
Chapter 15: Extension Configuration To configure ONA, select the extension number from the Agent/Supervisor/ Extension list, then click the One Number Access tab. Figure 10.
Chapter 15: Extension Configuration Call Screening When the Enable Call Screening option is checked, callers accessing One Number Access will be prompted to record a name in order to continue the ONA process. The recorded name is played after the callee (ONA target) answers the call and optionally enters a correct password. The callee will then hear the caller’s name and can decide whether or not to accept the call.
Chapter 15: Extension Configuration Setting Up Monitor Lists The Monitor List tab provides for setting up lists of extensions for which call processing events can be monitored by the extension user. Once a monitor list is established, the application logging into the extension can receive call events for the monitored extensions. The monitor list is available in the MaxCommunicator and MaxAgent Monitor windows, AltiConsole, and in Line Monitoring events in AltiGen SDK.
Chapter 15: Extension Configuration To add members to the list 1. From the Monitor Available list, select the extensions to add to the extension user’s MaxCommunicator Change Monitor window. 2. Click Add to move the extensions to the Monitor List. To remove members 1. Select the extensions in the Monitor List. 2. Click Remove. Check the Trunk Monitor Enable check box to allow monitoring of the AltiLink Plus trunk events at the selected extension.
Chapter 15: Extension Configuration 226 MAXCS ACC 6.
CHAPTER 16 Setting Up IP Extensions The AltiGen IP phone communicates 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 1. 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 2. Signaling and media channel between two IP phones Signaling Channel—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.
Chapter 16: Setting Up IP Extensions • 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). • Media Channel—an RTP channel connects system-to-phone, or phone-to-phone, system-to-system to carry the digitized voice stream.
Chapter 16: Setting Up IP Extensions The media channel implementation consists of the following elements: • 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. 230 MAXCS ACC 6.
Chapter 16: Setting Up IP Extensions • 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.
Chapter 16: Setting Up IP Extensions • Home Media Server ID—This configuration is meaningful for a multi-gateway Softswitch system.
Chapter 16: Setting Up IP Extensions • 10.0.0.0 ~ 10.255.255.255 • 172.16.0.0 ~ 172.31.255.255 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. 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.729) setting for your IP extensions.
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CHAPTER 17 AltiGen IP Phone Configuration AltiGen manufactures a series of IP phones.
Chapter 17: AltiGen IP Phone Configuration This opens the AltiGen IP Phone Configuration window, where, after setting up an IP extension, you can set parameters for the extension: Figure 1. IP Phone Configuration window, 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.
Chapter 17: AltiGen IP Phone Configuration Parameter Description General Lets you specify the IP address of the MAXCS system the IP phone is connected to. Also see The version of firmware associated with the IP phone is automatically displayed in the Version field. To protect the configuration on the IP phone, check the Enable Configure Password check box and assign a numerical password.
Chapter 17: AltiGen IP Phone Configuration Parameter Description SIP Transport 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.
Chapter 17: AltiGen IP Phone Configuration Parameter Description Time Display • Offset—a per phone-based configuration that allows a remote IP phone to display a different time, based on location. The offset is the time difference, in hours, between the AltiGen system and the IP phone. • Format—a per-phone-based configuration that allows the IP phone to display the time in one of the following formats: 24 hour (example: 13:15), 12 hour AM/PM (example: 1:15 PM), or AM/PM 12 hour (example: PM 1:15).
Chapter 17: AltiGen IP Phone Configuration Parameter Description Network Setting • TOS(Hex)—Type of Service. 8 bits in the IP header are reserved for the service type. They can be divided into 5 subfields: The 3 precedence bits have a value from 0 to 7 and are used to indicate the importance of a datagram. Default is 0 (higher is better).
Chapter 17: AltiGen IP Phone Configuration After setting parameters on the General tab, go to the tab that corresponds to the phone type, and configure the programmable keys (plus the Display Workgroup Status field on the Alti-IP 600 and IP 705). Programmable key settings are described in the next table. Figure 2. IP Phone Configuration window, IP 705 tab and IP 710 tab Note: The Copy From button allows you to copy Programmable Key settings from one IP phone extension to another.
Chapter 17: AltiGen IP Phone Configuration Parameter Description Programmable Keys Use the drop-down list to assign one of the following functions to the desired keys: • N/A—when selected, the corresponding programmable key cannot be used. • BLF (Busy Lamp Field)—when selected, enter an extension number in the field below; this will be associated with the corresponding programmable key to this extension number; the light in this programmable key indicates that the extension number is busy or ringing.
Chapter 17: AltiGen IP Phone Configuration • Headset— (Alti-IP 600, IP 705) When configured from the drop-down list for programmable key 10 (Alti-IP 600) or programmable key 5 (IP 705), the IP phone user will be able to activate a third-party headset (certified by AltiGen). • Flash—(Alti-IP 600) Upon initial installation, the lower left programmable key is set up as FLASH by default. This key can be re-assigned in MaxAdmin, using the AltiGen IP Phone Configuration window.
Chapter 17: AltiGen IP Phone Configuration 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 the Add button 3. Click the Add button. The Option Type dialog box appears: 244 MAXCS ACC 6.
Chapter 17: AltiGen 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. The Scope Options dialog box appears: Check option 120 and enter the IP address of your MAXCS server in the String value field MAXCS ACC 6.
Chapter 17: AltiGen IP Phone Configuration 7. Check option 120. 8. Enter the IP address of your MAXCS server in the String value field. 9. Click Apply and OK. You’ll see that the scope now shows option 120. 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.
Chapter 17: AltiGen IP Phone Configuration Disabling Auto-Discovery To disable auto-discovery on individual AltiGen IP phones, each phone must have its Menu > System > Auto Discovery menu item set to NO. To disable auto-discovery on all phones, do not set DHCP option 120, or delete it if you have already set it. When auto-discovery is disabled, the MAXCS SERVER address must be set manually.
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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 MobileExtSP Board Overview A simulated physical board (MobileExtSP board) is created when you install the MAXCS Softswitch. You can configure this board with up to 1000 mobile extension ports. It handles all systemwide mobile extensions. Figure 1. MobileExtSP board diagram T1, PRI, analog, and SIP trunks can be shared for regular incoming and outgoing calls and mobile trunk connections.
Chapter 18: Mobile Extension Configuration To configure the MobileExtSP Board 1. In the Boards window, double-click the MobileExtSP board. In the Board Configuration window, double-click a channel group. Figure 2. Opening the Mobile Extension Board Configuration dialog box The Mobile Extension Board Configuration dialog box appears: 2. Click the Add/Remove button to add mobile trunks. MAXCS ACC 6.
Chapter 18: Mobile Extension Configuration 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. When you add channels to the Mobile-trunk Member List, a Group ID dialog box pops up: You need to assign a Group ID to the channels.
Chapter 18: Mobile Extension Configuration Although a whole PRI span is added, if Mobile Trunk Allocation is selected as Shared (see Figure 4 on page 255), individual trunks, when idle, still can be used dynamically by normal PRI trunk traffic or mobile extensions. 4.
Chapter 18: Mobile Extension Configuration Figure 3. 3. Changing a virtual extension to a physical extension and setting the location By clicking the Next or Prev button in the Location panel, select the Logical Board ID of the MobileExtSP board and Logical Channel ID for this extension, then click Apply. The new location is displayed in the Agent/Supervisor/Extension list. 4. Click the Line Properties button to configure the mobile PSTN number and other options for the mobile extension.
Chapter 18: Mobile Extension Configuration For a mobile phone using MaxMobile Communicator, clear all the Phrase check boxes. Figure 4. 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 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.
Chapter 18: Mobile Extension Configuration within this Group ID when the system calls out to this mobile extension number. When the mobile extension user calls into the system, any mobile trunk port can answer the call, verify caller ID, and play a dial tone to the mobile extension user. Dedicated—Only analog trunks can be dedicated mobile trunks. When selected, you need to assign a mobile trunk port to this mobile extension.
Chapter 18: Mobile Extension Configuration • Play Phrase After Answered—the system will play the given phrase when the mobile extension user answers the call from the system. The default phrase (9037) is a special tone to signal the mobile extension user that this call can be put on hold, parked, transferred, conferenced.
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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 The Huntgroup Configuration window provides for creating hunt groups, setting their attributes, and assigning group members. To open the Huntgroup Configuration window, select PBX > Huntgroup Configuration. Figure 1.
Chapter 19: Hunt Group Configuration Setting Up Hunt Groups Set up new hunt groups in the Huntgroup Configuration window. To add a hunt group: 1. Click the Add button under the Group List. The Add New Group dialog box opens. 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 “Enterprise VoIP Network Management” on page 325 for more information. 4. Click OK.
Chapter 19: Hunt Group Configuration DID Number—each hunt group 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 hunt group extension. • Description—describe the purpose of this hunt group.
Chapter 19: Hunt Group Configuration To add extensions to a hunt group: 1. In the Huntgroup Configuration window, select the hunt group number in the Group List. The hunt group number appears in the window title bar. 2. Click the Group Member tab. Figure 2. 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.
Chapter 19: Hunt Group Configuration Setting Hunt Group Mail Management The Mail Management settings define how voice messages are handled for a hunt group, including how messages are announced and processed, and how much capacity is allotted to message storage. To work with mail management settings, click the Mail Management tab, and select the hunt group number you want to work with from the Group List. Figure 3.
Chapter 19: Hunt Group Configuration • Enable Mail Forwarding—selected, the hunt group’s e-mail will be forwarded to the e-mail address you specify in the Forward E-mail 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 19: Hunt Group Configuration Parameter Description Retention Length of Saved Messages Number of days saved messages are archived by the system. The range is 1–90 days, with a default of 60. Setting Message Notification Options To set notification options on new incoming e-mail and voice messages, click the Notification tab in the Huntgroup Configuration window, and select the hunt group number from the Group List. Figure 4.
Chapter 19: Hunt Group Configuration • Extension is set to notify Urgent Voice Message Only • Notification is set to Non-Business Hours • Voice mail is received during business hours and is marked urgent • Extension user does not check the urgent message Setting the Type of Notification There are four options for sending the notification or reminder message: phone, pager, extension or custom application (Custom App).
Chapter 19: Hunt Group Configuration • Seconds after Answered—This field is set to 0 seconds and it is not configurable for notification to a phone number. It means the system will play the announcement immediately after answer supervision is received. When notification is configured to a pager, the system will transmit DTMF digits as the return phone number (the System Main Number as set in the System Configuration General tab) after call connection.
Chapter 19: Hunt Group Configuration Figure 5. Huntgroup Configuration, Call Handling tab 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 • To AA—select the AA to use in the drop-down list under the option. • To a Group—select a group from the drop-down list. • To the Operator • To an Outside Number—this option is available if it is allowed in the Other Call Restrictions option in the Restriction tab, as discussed in “Setting Other Call Restrictions” on page 217. Also, see “Outcall to Cellular or PCS Phone Numbers” on page 267.
Chapter 19: Hunt Group Configuration • Ring Next Available Member—a round-robin method that attempts to evenly distribute calls among the group members. This method sends the call to the next member configured in a hunt group (regardless of whether the previous member is busy or not). In other words, if the previous call was sent to #3 in the group, the present call is sent to #4, if #4 is not busy. • Ring All Available Members—all extensions in a hunt group.
Chapter 19: Hunt Group Configuration The default audio peripheral setup is discussed in “Audio Peripheral Configuration” on page 66. Setting a custom configuration in the Queue Management tab involves selecting other available phrases from the drop-down 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. For information about creating custom phrases, see “Auto Attendant Configuration” on page 91. 272 MAXCS ACC 6.
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. Implementation details: • The paging signal uses AltiGen's proprietary H.323-ATPS protocol. You need to have H.323 tie-trunk channels to be able to implement IP paging. • Each paging session requires one G.711 codec channel. The voice stream is multicast to multiple IP phones on the LAN.
Chapter 20: Paging Group Configuration Figure 1. Paging Group Configuration window To set 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 in the Add New Group dialog box. 3. Check the Global Group check box if you want this group to be visible to other gateways. 4. Click OK. 5.
Chapter 20: Paging Group Configuration To add 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 2. Paging Group Configuration, Group Member tab When a member is added, its default state is Login.
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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 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 assign by the system automatically.
Chapter 21: Line Park Configuration Figure 1. Line Park Configuration window To set 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 Add Line Park 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. To assign extensions to a group, select the group, and then click the Configuration button below the Member Extensions panel.
Chapter 21: Line Park Configuration The name of the selected group appears here Figure 2. 5. Configuring a Line Park group’s member extensions 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 MaxCommunnicator 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 • Enable Timeout—Check this box to specify, in seconds, when a line park call will time out. Use the Timeout option drop-down boxes to forward the call to the extension that parked the call, alert the extension that parked the call, or forward the call to an AA, voice mail, or an extension/group. • Disable ring tone on IP phone when parked by extension—Check this box to prevent a line-parked call from ringing again while it is parked.
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. The AltiGen system allows up to 64 groups to be configured, including workgroups, hunt groups, and paging groups. When adding members to a workgroup, the following rules apply: • Concurrent login agent seat license is required.
Chapter 22: Workgroup Configuration • Agent ready/not-ready and wrap-up management • Record inbound and outbound workgroup calls • Allow supervisor to redirect call • Allow supervisor to change call priority in queue (ACM) • Define workgroup operation hours and routing (ACM) • Auto logout all agents after operation hours (ACM) • Priority queuing and call distribution (ACM) • Skill-based routing (ACM) • Caller selectable information menu while in queue (ACM) Agent’s Phone Operation • Set Login (#54) and Log
Chapter 22: Workgroup Configuration • Pick and redirect calls in queue Activity Logging and Reporting • Workgroup and agent activity logging • Detail and summary data table • Basic WG report using CDR Search • Support external logger (ACM) • Support advanced reporting application - AltiReport (ACM) When an agent extension is configured to a workgroup, the following agent states are tracked and reported: • Unstaff – The agent’s extension becomes a virtual extension.
Chapter 22: Workgroup Configuration • When a call’s priority is changed, its priority queue time will be reset to 0 and starts accumulating again. For example, caller A with priority 3 has been waiting in the queue for 15 minutes and caller B with priority 2 waiting for 10 minutes. When caller A is promoted to 2, the Priority Queue Time for the caller A is set to 0 and the caller B will be answered first. • Promoted call priority can be carried to another ACM system over VoIP tie trunk.
Chapter 22: Workgroup Configuration Apply to Button The Workgroup Configuration window often allows you to apply changes to a particular workgroup or to select many workgroups to which to apply the changes. Clicking the Apply to button pops up a list of all workgroups to which the change can apply. All workgroups are selected by default. You then de-select the ones you don’t want, or de-select all and then select the ones you want.
Chapter 22: Workgroup Configuration Numbers Letters Numbers Letters 2 A, B, C, a, b, c 6 M, N, O, m, n, o 3 D, E, F, d, e, f 7 P, Q, R, S, p, q, r, s 4 G, H, I, g, h, i 8 T, U, V, t, u, v 5 J, K, L, j, k, l 9 W, X, Y, Z, w, x, y, z • DID Number—each 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.
Chapter 22: Workgroup Configuration Service Level Threshold The Service Level Threshold scroll box allows you to select the length of time in seconds that a call can be in queue before the call is logged in workgroup performance statistics as having exceeded the allowable service level limits. You can set the value to any number between 1–1200 seconds. Service level is a service quality index which calculates the percentage of calls serviced within a defined threshold for the defined period of time.
Chapter 22: Workgroup Configuration Workgroup Recording Options The system administrator can specify the following workgroup call recording options for a workgroup: WARNING! Listening in to or recording a conversation without the consent of one or both parties may be a violation of local, state and federal privacy laws. It is the responsibility of the users of this feature to assure they are in compliance with all applicable laws.
Chapter 22: Workgroup Configuration recorded. Using this example, in the following table the shaded calls will be recorded: To change Record N out of 10 calls for an agent, click the cell you want to change, and make a selection from the drop-down list. Click Apply. When finished, click OK. • Centralized Recording—You can also enable or disable centralized recording from the Agent Management Recording window shown above. Click the cell you want to change, and make a selection from the drop-down list.
Chapter 22: Workgroup Configuration Figure 3. Workgroup Configuration, Group Member tab To add extension(s) to a workgroup: 1. Select the workgroup in the Group List. 2. On the Group Member tab, click the extension number(s) in the Not Member list. Use Shift+click and Ctrl+click to select several extensions. 3. Click the Add button between the columns to move them to the Member list.
Chapter 22: Workgroup Configuration Setting Workgroup Mail Management The Mail Management settings define how voice messages are handled for a workgroup, including how messages are announced and processed, and how much capacity is allotted to message storage. To work with mail management settings, click the Mail Management tab, and select the workgroup number you want to work with from the Group List. Figure 4.
Chapter 22: Workgroup Configuration If you enable mail forwarding, you also specify what you want done with the original messages after they have been forwarded. In the drop-down list you can choose to: – Delete Messages after Forward – Keep the Messages as New – Keep Messages as Saved 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 22: Workgroup Configuration Press Zero Option This option allows a caller to press “0” while listening to this workgroup’s greeting. When the caller presses “0”, the call will forward to the specified destination. Use the dropdown list to spedify a forwarding destination for the call: Voice Mail, AA, Extension, Group, Operator (default), Outside Number, or Line Park.
Chapter 22: Workgroup Configuration • None—selected, the user is not notified with a call regarding newly received messages. Selecting this option does not prevent the user from getting message waiting indicators or stutter dial tone when new messages are received.
Chapter 22: Workgroup Configuration Note: 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. It means the system will play the announcement immediately after answer supervision is received.
Chapter 22: Workgroup Configuration Figure 6. Workgroup Configuration, Call Handling tab Handling Busy Calls You have several options for handling calls when the workgroup extension is busy. If you do not enable busy call handling, the caller simply hears a busy signal. To enable the options, select the Enable Busy Call Handling check box, then select from the following forwarding options: • Group Queue—The caller will stay in the workgroup queue waiting for any agent to become available.
Chapter 22: Workgroup Configuration • To an Outside Number—this option is available if it is allowed in the Other Call Restrictions option in the Restriction tab, as discussed in “Setting Other Call Restrictions” on page 217. If you choose Outside Number, select a trunk or route access code to use in the small drop-down list on the left, and type in the full prefix and phone number. • To Line Park—if configured, select a Line Park group from the drop-down list.
Chapter 22: Workgroup Configuration • Ring First Available Member—first available extension in a workgroup. For example, if there are three member extensions in a workgroup, the call is always sent to the first member configured in the workgroup. If this member is busy, the call goes to the second member configured and so forth. • Ring Next Available Member—a round-robin method that attempts to evenly distribute calls among the group members.
Chapter 22: Workgroup Configuration Queue Management The Queue Management tab in Workgroup Configuration allows you to set options for queue phrases and announcements, queue overflow routing and quit queue options. Figure 7. Workgroup Configuration, Queue Management tab, Basic Queue Control Setting Queue Phrase Options For each workgroup, you can either use the system default phrases or you can set up a custom configuration.
Chapter 22: Workgroup Configuration 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.
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. • Callback Interview—the System will record the caller’s callback number and will prompt the caller to record a message into the voice mail box of the workgroup. Note: This option is only available to external callers.
Chapter 22: Workgroup Configuration MaxCall Configuration The MaxCall Configuration screen is for entering Transmit CID numbers to be used when an agent uses the MaxCall application to play a phrase to a callee. The campaign names and transmit CIDs you enter here appear in a drop-down list on the MaxCall tab in MaxAgent, MaxCommunicator, and MaxOutlook. The agent selects a CID by campaign name before handing a call off to MAXCS. Then MAXCS plays the phrase the agent selected. Figure 9.
Chapter 22: Workgroup Configuration The campaign names and caller IDs then appear in MaxAgent, MaxCommunicator, and MaxOutlook in the MaxCall tab drop-down list: To edit a Transmitted CID 1. Select a campaign and click the Edit button. The Campaign and Transmitted Caller ID dialog box opens: 2. Make your changes, and click OK. To delete a Transmitted CID Select the campaign and click the Delete button. The entry is deleted. MAXCS ACC 6.
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CHAPTER 23 Managing and 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: Managing and 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. The following dialog box opens: 1. Enter an extension number in the MeetMe Conference Extension Number field. 2.
Chapter 23: Managing and Using MeetMe Conference This is the same application the clients use. Using this window, you can: • Create a one-time or recurring meeting and set its parameters • Open Microsoft Outlook to send an e-mail invitation to participate in the meeting • Start and stop a meeting • 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.
Chapter 23: Managing and Using MeetMe Conference Using the Calendar Button The Create Meeting and Modify Meeting dialog boxes use Calendar buttons for date selection. To select a date, click the Calendar button. When the calendar is open, use the Up/Down arrows to select the year, or you can type in a year and then press Enter. Click the Calendar button again to close the calendar. 308 MAXCS ACC 6.
Chapter 23: Managing and Using MeetMe Conference Creating a Meeting To create a meeting, click one of the Create buttons. The Create Meeting dialog box opens. The options in the middle panel change, depending on the frequency 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.
Chapter 23: Managing and Using MeetMe Conference Parameter Description Middle panel: Options in the middle panel vary according to the frequency of the meeting. See the sections below this table. Require Conference Passcode If you check this, no one can participate who does not enter the conference passcode that you supply. Passcode If you are requiring a passcode, enter it here.
Chapter 23: Managing and Using MeetMe Conference Weekly Meeting If you select Weekly from the Frequency drop-down list, these are your options in the middle panel: 1. In the Duration field, specify the duration of the meeting, using the Up/Down arrows. 2. In the Start field, specify the start of the meeting by clicking the Down arrow and using the slide bar. 3. In the Every field, specify how often this meeting is to occur: every week, every other week, every three weeks, and so on. 4.
Chapter 23: Managing and Using MeetMe Conference 4. Select either On Date to specify a day of the month by number (for example, the 10th day of the month) or select On to specify a day of the month by name (for example, the first Monday of the month). If you use On Date, the specified date (for example, the 10th day of the month) may sometimes fall on a weekend day. Check the box Hold during weekend, if the meeting will be held even on a weekend day. 5.
Chapter 23: Managing and Using MeetMe Conference Modifying the E-mail Template You can edit the e-mail template used by MeetMe Conference to be suitable for your situation. The same template is used for all meeting invitations. To modify it, click the Update Email Template button.
Chapter 23: Managing and Using MeetMe Conference Joining a Meeting Users calling from an extension can join a meeting by dialing the MeetMe Conference extension number. Users calling through a trunk must first dial the company number, then the MeetMe Conference extension number. Users are prompted to dial the meeting number. If the meeting has not yet started, the user hears an appropriate message and can try again later. If a passcode is required, the user is prompted to enter the passcode.
CHAPTER 24 Network Configuration Guidelines for VoIP Real-time applications such as voice communications require a networking environment that meets certain requirements to deliver and maintain good voice quality. The following network configuration guidelines are highly recommended when using MAXCS 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 24: Network Configuration Guidelines for VoIP • The NetFilter driver is installed in the MAXCS server side. For the IPTalk client, the NetFilter driver will be installed only when the QoS and 802.1p function are enabled with the IPTalk integrated setting. 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.
Chapter 24: Network Configuration Guidelines for VoIP The NIC in both the MAXCS server and the IPTalk client (used with MaxCommunicator/ MaxAgent) must support 802.1p. To see if the NIC supports the 802.1p feature, open the NIC’s Properties dialog box and select the Advanced tab. See if the "QoS Packet Tagging" property is in the Property list. (Different NICs have different properties and may display a different property name for the 802.1p feature.) If the NIC supports the 802.
Chapter 24: Network Configuration Guidelines for VoIP Enabling VLAN VLAN can be enabled and configured in the IP phone: Network > Enable VLAN > Yes. After enabling, set VID:Phone and VID:PCPort IDs. It can also be configured in MaxAdmin in the IP Phone Configuration screen, General tab. WAN Bandwidth The following table lists bandwidth requirements for various transmission media with different codecs and frame sizes. It assumes silence suppression is not turned on. (The same table appears on page 326.
Chapter 24: Network Configuration Guidelines for VoIP WAN Router Configuration The router that connects your LAN and the WAN should support priority queuing. Configure the router so that the IP/UDP packets being sent to and from an IP station have higher priority than the packets generated by other stations on the same network. Consult your router manufacturer for more information on setting up this configuration.
Chapter 24: Network Configuration Guidelines for VoIP Configuration Guidelines for NAT Note: This section only applies to AltiGen IP phones or IPTalk integrated with MaxCommunicator or MaxAgent. The section discusses the configuration guidelines when AltiServ is behind NAT (Network Address Translation) and communication to AltiGen IP phones, IPTalk, or another AltiServ is over WAN. AltiGen SIP phones support NAT traversal, which does not require special settings on the NAT router at the remote site.
Chapter 24: Network Configuration Guidelines for VoIP Figure 1 shows a private network, 192.168.1.0, where MAXCS is installed and running on a host with a private IP address 192.168.1.2. Router 1 is a NAT router. The local IP phones—IP Phone 1 and IP Phone 2—use the private IP addresses 192.168.1.100 and 192.168.1.101, respectively. There are two remote IP phones: IP Phone 3 with a private IP address 192.168.2.100 connects to the Internet via Router 2. Router 2 can also sit behind a DSL/Cable Modem.
Chapter 24: Network Configuration Guidelines for VoIP VPN Network Configuration Example (Connecting to MAXCS with VPN) Figure 2. MAXCS with VPN In a multi-site configuration, VPN can be used to provide a secured tunnel between the remote sites and the corporate site. Figure 2 shows a network layout in which there are two private networks, the corporate LAN and branch office LAN. The VPN tunnel connects the two private networks such that the two networks access each other with a private IP address.
Chapter 24: Network Configuration Guidelines for VoIP 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. The following minimum guidelines need to be considered for setting up the VPN tunnel: • WAN Bandwidth—should be greater than the aggregate of maximum VoIP session bandwidth usage.
Chapter 24: Network Configuration Guidelines for VoIP Router 2's Setting Router 2's public IP address should be a fixed IP address. Local Secure Group: Subnet IP: (specifies the local private network in the branch office, which can access the corporate network through VPN) 192.168.2.0 Remote Secure Group: Subnet IP: (specifies the corporate network, which can be accessed by stations in this local private network through the VPN tunnel) 192.168.1.0 Remote Security Gateway: 169.254.56.
CHAPTER 25 Enterprise VoIP Network Management 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. Note: A multi-site installation requires an Enterprise License.
Chapter 25: Enterprise VoIP Network Management 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” on page 315.
Chapter 25: Enterprise VoIP Network Management Opening Enterprise Manager To open Enterprise Manager, use one of the following methods: • For a single-system installation without a VoIP domain Master, this method is recommended: From MaxAdmin, select VoIP > Enterprise Network Management. Enterprise Manager opens without a login dialog box. • For multisite VoIP domain management, from the Windows Start menu, select All Programs > MAX Communication Server ACC/ACM > Enterprise Manager.
Chapter 25: Enterprise VoIP Network Management When multiple systems are added to the VoIP domain, all member systems need to have both Route Access Code and IP Trunk Access Code configured. If one or more member systems are not configured properly, this message pops up: Multisite routing may fail if Route Access Code and IP TrunkAccess Code are not configured.
Chapter 25: Enterprise VoIP Network Management 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. Configuration Buttons • Servers button displays the VoIP domain name, servers in the system, and server ID length. Lets you add/remove servers and change the VoIP domain master.
Chapter 25: Enterprise VoIP Network Management Enter the old password, and the new password. Confirm the password, and click OK. Setting VoIP Codec Profiles The codec setting is profile-based. For different IP addresses and protocols, a different preferred codec can be used. Each codec profile can have its own codec (G.711, G.723, G.729), packet length, and jitter buffer. The codec profile can be assigned to connectivity with a remote server, IP phone or other VoIP device.
Chapter 25: Enterprise VoIP Network Management To open a window where you can set or modify codec profiles, click the Codec button in the Enterprise Manager toolbar. The following window opens: Figure 1. Codec profile setting window in Enterprise Manager Named codec profiles are listed on the left. To create a new profile, click the Add button. The Add Profile dialog box opens: Name the new profile, and click OK. MAXCS ACC 6.
Chapter 25: Enterprise VoIP Network Management Make your changes or additions, and click Apply. These are the fields in the Codec configuration window: Parameter Description Codec Profile Table Lists codec profiles by name. Select a profile in the table to modify its settings, then click Apply in the panel where you made the changes. Click the Add button to add a codec profile. Click the Remove button to remove the selected profile. You cannot remove the Default profile.
Chapter 25: Enterprise VoIP Network Management Parameter Description G.729 RTP Packet Length (ms) Lets you configure the length of the RTP packets for G.729 in milliseconds. The RTP packet length can be set to 10, 20 or 30 milliseconds. DTMF Delivery Default—If SIP INFO is used to deliver DTMF. (Applies to SIP protocol only) RFC 2833—The DTMF pay load is embedded with RTP. Most 3rd-party SIP gateways support this standard. In band—If DTMF tone is delivered over the voice band.
Chapter 25: Enterprise VoIP Network Management Parameter 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” in the table on page 236.) Extension-level configuration takes precedence over a codec profile that is assigned in Enterprise Manager. See the next section.
Chapter 25: Enterprise VoIP Network Management The SIP transport assigned to an extension in the IP Phone Configuration screen takes precedence over a codec profile with a different SIP transport assigned in Enterprise Manager. If the IP extension supports TLS and the codec profile does not, then the IP extension policy holds. That way you can configure a range of IP addresses in the IP dialing table or IP codec, and have only a few IP addresses/extensions support TLS.
Chapter 25: Enterprise VoIP Network Management 2. Enter an IP address range (for dynamic IP addressing), or enter the same address in each field if this is a static address. You cannot use the minimum and maximum values (0.0.0.0. and 255.255.255.255). 3. Click OK. If you have multiple gateways controlled by an MAXCS host system, you need to configure an Inter Gateway Codec profile. To set the codec for a connection among gateways in the same MAXCS server 1.
Chapter 25: Enterprise VoIP Network Management Defining Your Network If you need to configure either bandwidth control or NAT support, you have to define your network first. These are the guidelines: • You must define your LOCAL network IP address range. When a Pipe is defined as Local, it tells the system that the configured IP address range is not subject to bandwidth control. If the AltiGen system and this Local Network are behind the same NAT router, you need to check the Private Network check box.
Chapter 25: Enterprise VoIP Network Management To define an address range 1. Click the Add button in the IP Network panel. The Add IP Network dialog box appears. 2. Fill in a range of IP addresses. 3. Select the pipe for this IP address range. 4. If this is a private network, check the Private Network check box. 5. Click OK. To edit a network you’ve added, select it and click the Edit button. To remove it, select it and click the Remove button.
Chapter 25: Enterprise VoIP Network Management • It is recommended that you use 20ms frame size for G.711 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.
Chapter 25: Enterprise VoIP Network Management Do not check Enter the Public IP address of the router in the Public IP Addresses panel. (In the example above, the address is 209.220.14.8.) 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, and 10060 to AltiServ. 6.
Chapter 25: Enterprise VoIP Network Management Figure 2. 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 VoIP domain. To add an entry to the IP Dialing Table, click the Add button below the table. The following dialog box opens: MAXCS ACC 6.
Chapter 25: Enterprise VoIP Network Management Define the attributes for the entry: Parameter Description Server ID A unique dialing number to connect to the remote server. The server could be AltiServ, a 3rd-party VoIP gateway, or an AltiGen-certified 3rd-party VoIP device. Server Name A descriptive name of up to 15 characters to identify the server. This name may be used by Caller ID. Server IP Addressa The remote server’s address.
Chapter 25: Enterprise VoIP Network Management Parameter Description Publish as a global entry If you are adding a system or 3rd-party VoIP device that is not part of the VoIP domain, but you want it to be seen by all servers in the domain, check this box. (The entry will appear as “Global” in the Type column.) You can also globalize it later by selecting the entry in the IP Dialing Table and clicking the Publish as Global button below the table.
Chapter 25: Enterprise VoIP Network Management The name of the server appears in the Location Name field, and the name of your AltiGen product appears in the Switch Type field (MAX Communication Server ACC or MAX Communication Server ACM). The domain name is blank, and the server role is currently Stand-alone. 2. Check the Allow this server to be added to domain check box. 3. Enter a Domain Name and a Member Key.
Chapter 25: Enterprise VoIP Network Management Declaring Additional Servers for the VoIP Domain Additional servers are added to the VoIP domain in Enterprise Manager, but first you must “declare” these servers and assign them a member key in MaxAdmin. To do so: 1. Log on to the member server you want to declare. 2. Select VoIP > Multi-Site Domain Configuration. The Enterprise Location Manager window opens. The name of the server and the name of the AltiGen product appear in the top box. 3.
Chapter 25: Enterprise VoIP Network Management 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 VoIP domain using Enterprise Manager, see “Adding a Server to a VoIP Domain” on page 347.
Chapter 25: Enterprise VoIP Network Management Changing the Server ID Length The Server ID is used for the following two purposes: • Identifying member systems in the VoIP domain • Mapping to a remote system's IP address in the IP dialing table for system-to-system dialing Depending on the number of systems that will be added to the VoIP domain and the number of entries in the IP dialing table, the Server ID Length can be set to 1, 2, or 3 digits. Caution! The Server ID Length can be changed.
Chapter 25: Enterprise VoIP Network Management After you add a member server to the VoIP domain, an entry is also added to the IP dialing table and propagated to all members automatically. In the Global Server Location panel, the status will show "Active" if the VoIP domain master communicates to the member successfully.
Chapter 25: Enterprise VoIP Network Management Rejoin button A dialog box opens that requires you to input the slave server’s site address and member key: 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.
Chapter 25: Enterprise VoIP Network Management 3. Select an alternate server from the drop-down list. 4. Click Apply. (After you click Apply, the current active server name will appear in the Current Active Server box. This name is not editable.) With the alternate server assigned, you can now configure individual extensions/groups for redirection. See “Redirecting AltiGen IP Phones When a Server Is Down” on page 358.
Chapter 25: Enterprise VoIP Network Management • 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. At that time, the status of the primary server is "Disconnected" or "Softswitch Offline". • Softswitch service on the primary server is down. The status of the primary server is "Softswitch Offline". • IP phone service on the primary server is down.
Chapter 25: Enterprise VoIP Network Management When an 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.
Chapter 25: Enterprise VoIP Network Management 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: You may see any of the following in the Scope column: • Global—The extension has been published to all member systems within the same VoIP domain. Every extension in the domain can dial and ring this number. • Local—The extension has not been published to the VoIP domain.
Chapter 25: Enterprise VoIP Network Management Ext System A (VoIP domain Master) System B System C 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.
Chapter 25: Enterprise VoIP Network Management 2. Select the server name/extension where you would like the Global extension to reside. 3. Click the Change to Global button. 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.
Chapter 25: Enterprise VoIP Network Management Ext. System A System B System C 403 Global Local Local 404 Global Global Local After you change the two extensions to Local, their scope will be: Ext. System A System B System C 403 Local Local Local 404 Local Local Local Note: After you make the change, extensions 403 and 404 can be dialed only by the users in their own system. Relocating a Global Extension The administrator can relocate a global extension from one system to another.
Chapter 25: Enterprise VoIP Network Management • Dial by Name • Disable Mailbox option (in Extension Configuration, Mail Management tab) • Site A marks extension 1001 as removed and adds it to a Relocated Extension List (REL). The configuration of extension 1001 is still remembered in site A, even though it appears to be removed. • Site B creates extension 1001. If extension 1001 is found in site B’s REL, the extension 1001 will be restored in site B.
Chapter 25: Enterprise VoIP Network Management • If multiple systems in the VoIP domain have a PRI interface, it’s possible that DID numbers could be duplicated. For example, say the DID number for extension 1001 is configured as 250. In this case, the DID number 5102520250 and 4087899250 will ring extension 1001.
Chapter 25: Enterprise VoIP Network Management Before configuring individual IP phones to redirect from their primary server to an alternate server, an alternate server must be assigned in Servers > Information tab > AltiGen IP Phone Redirect panel. The Redirect option is not available until an alternate server is assigned. Only AltiGen IP phones that are global and have no conflict with the extensions of other sites can be configured to redirect. To configure an AltiGen IP phone to redirect, 1.
Chapter 25: Enterprise VoIP Network Management Figure 3. Department configuration To define a department 1. Click the Add button at the bottom of the Department panel. The Add Department dialog box appears. 2. Enter a department name and a description, if desired, and click OK. To configure extensions for departments 1. Select a department in the Department list. 2. To add non-member extensions to the department, select the extensions and click Add. 3.
Chapter 25: Enterprise VoIP Network Management Configuring Global Least Cost Routing Global LCR allows you to save on toll charges by making long distance or international calls through a VoIP domain member system. The target system will function like a PSTN gateway for other member systems to hop-off. For example, suppose you have two systems in the U.S. and one system in the U.K. configured as VoIP domain. When users in the U.S.
Chapter 25: Enterprise VoIP Network Management 3. Fill in the dialog box, and click OK. Parameter 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., would be 1510 (the country code 1, followed by the Fremont area code 510).
CHAPTER 26 Redundancy Configuration MAX Communication Server 6.5 provides for system redundancy (a Redundancy license is required). Two Softswitch servers, primary and secondary, must be set up and connected through a Dataprobe A\B switch box (KAB). The two servers maintain a keepalive connection between them directly, AltiServ to AltiServ. When the active server goes down, the standby server takes over control. The change is transparent to direct connected calls.
Chapter 26: Redundancy Configuration Figure 1. Redundancy topology To realize the shared IP addresses, each Softswitch server needs two network integration cards (NIC cards) set up, one for sharing and another for redundancy control and system maintenance. A single redundancy IP address should be assigned to the redundancy NIC card. All redundancy NIC cards and KAB control NIC cards are connected by network Switch 2. A single IP address should be assigned to the sharing NIC card.
Chapter 26: Redundancy Configuration • The network of the active system disconnects, and Automatically assume control when active system is not available is selected in the Redundancy dialog box of the standby system (see Figure 2 on page 367).
Chapter 26: Redundancy Configuration Firmware Requirement IP phone firmware 2x86 or above is required for a MAXCS 6.5 redundancy system. Software Requirements Some system components must be installed on separate servers. This section discusses Voice Mail service, voice recording storage location, CDR Logger, CDR database, Enterprise Manager, and other applications. Voice Mail and Voice Recording Voice Mail—Voice Mail service should be installed on a separate server.
Chapter 26: Redundancy Configuration 5. At the secondary system, install MAXCS 6.5 software. The virtual board types (H323SP, SIPSP, and/or HMCP), must mirror the virtual board types installed on the primary system. 6. Set up the Dataprobe K-AB system. Make sure the IP address of the primary, secondary and K-AB system are static. Configuration Procedures Configure the primary and secondary servers, as follows. At the Primary Server 1. Install the Redundancy license. 2.
Chapter 26: Redundancy Configuration 3. Configure boards, and reboot if necessary. The configuration of virtual boards H323SP, SIPSP, and HMCP must be identical to the primary system. This configuration must be done manually. 4. Don't change any other configurations. 5. Select System > Redundancy to open the Redundancy dialog box (see Figure 2). a. Select Secondary as the system role. b. Check the Enable Redundancy check box. c. Enter IP addresses for the primary and secondary servers. d.
Chapter 26: Redundancy Configuration Figure 3. Redundancy Administration window shows the status of both systems Current Status: shows which server is in control. Shows the time of the last switchover and the reason for the switchover. Primary System and Secondary System: shows the status of the two systems. If a server is running, the Switching Service field displays "Up". If a direct service is not detectable, this field displays "Down".
Chapter 26: Redundancy Configuration 3. Enter an IP address and subnet for the NIC. When configuring the second NIC on the Softswitch, use the same subnet. 4. For the sharing NIC, set the Default gateway. For the redundancy control NIC, leave the Default gateway field empty. 5. Click the Advanced button, and make sure Automatic Metric is checked: 370 MAXCS ACC 6.
Chapter 26: Redundancy Configuration 6. Click OK. 7. Go to Control Panel > Network Connections. From the menu, select Advanced > Advanced Settings. Move the shared NIC to be the first one in the Connections panel. 8. Click OK.
Chapter 26: Redundancy Configuration Figure 4. Enabling VM server NAT support 1. Check Enable VM Server NAT Support. 2. Check Enable Virtual IP Addresses Support. 3. Click the Advanced button. 4. Double-click the VM Server IP address to configure the address. Monitor Status, Configure Addresses for Enterprise and VM Servers You can monitor the status and configure the addresses of the Enterprise server and the Voice Mail server.
Chapter 26: Redundancy Configuration Figure 5. Monitoring the status and configuring the addresses of VM server and Enterprise server When the Address of the Softswitch Server Changes Configure the new address on the VM server and the Enterprise server. VM Server If the address of the Softswitch is changed, you need to configure the new address on the VM server so that the VM server can connect to the correct softswitch. Do this using the Voice Message Server Utility. Run ...\AltiServ \exe\VMMonitor.
Chapter 26: Redundancy Configuration Click the Configure button beside the Current Server Address field to change the address. Enterprise Server If the address of the Softswitch is changed, you need to configure its new address on the Enterprise server so that the Enterprise server can accept the new Softswitch connection. To do so, 374 MAXCS ACC 6.
Chapter 26: Redundancy Configuration 1. From the Start > All Programs menu, select AltiGen Java Services Loader > AltiGen Java Services Manager. (The default password is "22222") 2. Double-click the AltiGen Enterprise Service entry, and change the address in the Start Parameters field. 3. After applying the change, you have to stop and start this service again in AltiGen Java Services Manager to make the change effect.
Chapter 26: Redundancy Configuration Getting Notified When the System Switches Over When a system switches over through the Redundancy feature or when the Dataprobe switch box is down, the system can be configured to make calls to pre-configured extensions, groups, or outside numbers. To enable this option, in MaxAdministrator go to Extension Configuration > Notification tab, select the extension or group number, and check the When Redundancy Switch Over to This System check box. Figure 6.
Chapter 26: Redundancy Configuration Figure 7. Message from inactive system In MaxAdmin, dialog boxes that are invoked from the following locations are for boardlevel configuration: • Boards View • Line Properties on the General tab of Extension Configuration • Trunk Properties in the General tab of Trunk Configuration Some board level configuration changes require rebooting the AltiServ system.
Chapter 26: Redundancy Configuration • If the board configuration for the default gateway is changed, or the license for the SIP-Trunk is changed, you must reboot both the primary and secondary systems to make the change take effect. The correct order for reboot is: 1) shut down inactive system; 2) shut down active system; 3) start active system; 4) start the inactive system. • HMCP installed with Softswitch is not supported if VLAN is used.
CHAPTER 27 System Report Management MAXCS provides a System Summary report and an IP Cumulative Traffic Statistics report, both 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 1. System Summary window MAXCS ACC 6.
Chapter 27: System Report Management The system summary report displays: • Extension Summary—Configured extensions in the system, including Extension number, Last Name, First Name, SMTP/POP3 E-mail name, Slot (Logical board ID), and Channel. • Group Summary—Configured workgroups and hunt groups in the system. When you select a group, agents belonging to that group are displayed in the Member window.
Chapter 27: System Report Management Parameter Description Packets Lost Number of voice packets that have been lost due to prolonged delays, network congestion, or routing failure. Average Jitter Average length of delay per voice packet in milliseconds. This figure should stay under 100 milliseconds. A higher figure indicates a longer average delay. This number can be used to measure the quality of service on the network that connects the source and destination sites.
Chapter 27: System Report Management Configure the parameters: • Check Enable sending SNMP traps. • Enter the SNMPv3 server address. • Enter the SNMPv3 server port. • Select a security level: • No Authentication and No Privacy • With Authentication but No Privacy • With Authentication and Privacy • Select an Authentication Method, and enter a password • Select a Privacy Protocol, and enter a password.
Chapter 27: System Report Management • Hard disk usage exceeds This trap is sent when hard disk usage of MAXCS transitioning from below threshold to on or above threshold is detected. Default value is 80%. The minimum duration between any two consecutive traps is 30 minutes. List of Traps Sent A trap is sent when the following conditions are detected. • Cold Start (generic trap). When AltiServ is cold started and initialized successfully. • Warm Start (generic trap).
Chapter 27: System Report Management • VM server connection down (specific trap). When detecting VM server connection transitioning from up to down. • CT Proxy Service up (specific trap). When CTProxy Service connection transitioning from down to up is detected. • CT Proxy Service down (specific trap). When detecting CTProxy Service connection transitioning from up to down. • Excessive memory usage on Softswitch (specific trap).
CHAPTER 28 Microsoft Exchange Integration This chapter provides step-by-step instructions for configuring Microsoft Exchange and MAX Communication Server (MAXCS) ACC/ACM 6.5 to work together. Note: An AltiGen Exchange Integration license is required for each extension using Exchange integration.
Chapter 28: Microsoft Exchange Integration – Windows 2003 Server or Windows XP – The MAX Communication Server ACC/ACM 6.5 or above software – Microsoft Outlook client: either Outlook 2003 or Outlook 2007. To integrate with Exchange 2007, Outlook 2007 should be installed at the MAXCS system. • A second Windows server for Exchange, loaded with Exchange Server 2003 or 2007 software, as appropriate.
Chapter 28: Microsoft Exchange Integration Figure 1. 3. 4. In this example, the MAXCS installation program created a user account “AltiGen_LESLIEXIA” in the domain VMDOMAIN. We changed the password to “altigen”. After installation, add this user account to the Domain Admin group via Active Directory Users and Computers (see Figure 2). If MAXCS was already installed on the system, do the following: a.
Chapter 28: Microsoft Exchange Integration Figure 2. Add the user created by the MAXCS install program (or created by you in step 4) to the Domain Admin group in Active Directory Users and Computers. 388 MAXCS ACC 6.
Chapter 28: Microsoft Exchange Integration Exchange Integration Configuration Steps After installation, perform the following steps: 1. Add Exchange Integration licenses to MAXCS (see Figure 3). Figure 3. 2. Adding Exchange Integration licenses in MAXCS 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 4). Figure 4.
Chapter 28: Microsoft Exchange Integration 3. In MaxAdmin, choose System > Voice Mail Configuration, then select the Exchange Integration mode you want to use, and enter the name (not the IP address) of Exchange server (see Figure 5). Select the Exchange Integration mode you are going to use. Enter the NAME (not the IP address) of the Exchange Server Figure 5. 4.
Chapter 28: Microsoft Exchange Integration Note: Exchange 2007 Native VM integration uses the extension number and the extension’s first and last names to link between MAXCS and Exchange. Exchange 2003 / 2007 synchronization uses only the Extension’s first and last names as the link. 6. For users whose voice mails will be integrated with Exchange, check Assign Exchange Integration License on the Extension Configuration screen’s Mail Management tab (see Figure 7).
Chapter 28: Microsoft Exchange Integration Additional Steps for Bridged Access and Native VM Integration In addition to the steps given thus far in this chapter, follow these additional steps for Bridged Access and Native VM integrations (Exchange 2007). 1. Create a dial plan in Exchange. In the Exchange Management Console, go to Organization Configuration > Unified Messaging, and click New UM Dial Plan. The digit length you enter must match the digit length of extensions in MAXCS Figure 8. 2.
Chapter 28: Microsoft Exchange Integration Figure 9. 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 10). 4. Click OK. Figure 10. 5. Changing Audio Codec to G711 Add your MAXCS server as a UM Gateway: Go to Organization Configuration > Unified Messaging > UM IP Gateways > New UM IP Gateway. MAXCS ACC 6.
Chapter 28: Microsoft Exchange Integration Figure 11. 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.
Chapter 28: Microsoft Exchange Integration Figure 12. 8. We added our new dial plan, named “LeslieXiaSS”, to the list of associated dial plans 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 2007. Configuring UM Settings for Each User With all system-wide settings in Exchange Server 2007 complete, configure the UM settings for each user. MAXCS ACC 6.
Chapter 28: Microsoft Exchange Integration 1. In Recipient Configuration > Mailbox, select the user and select Enable Unified Messaging from the Actions pane. Figure 13. 2. Here, Leslie Xia is an individual IP phone user with a mailbox in VMDOMAIN. Click Browse and select the policy that is associated with the dialing plan you just created, then click OK. Figure 14. The policy associated with the dialing plan we just created is “LeslieXiaSS Default Policy”. 396 MAXCS ACC 6.
Chapter 28: Microsoft Exchange Integration 3. Enter the user’s MAXCS extension number in the Manually entered mailbox extension field (make sure the extension number is the same in MaxAdmin and the Exchange User Mailbox). 4. Select PIN setting(s), and click Next. (If you select Automatically Generate, the Exchange Server will send the user an e-mail with the PIN.) 5. Click Enable. 6. Repeat steps 1-5 for each user you want to enable.
Chapter 28: Microsoft Exchange Integration 2. Set the Dial Code in your dial plan: Figure 16. 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.
Chapter 28: Microsoft Exchange Integration • Use this field to specify how a user's telephone number should be dialed by the UM Server in a different dial plan, and having a different country code. This is used by an auto attendant and when an Outlook Voice Access subscriber searches and tries to call the user in the directory. • This entry consists of a number prefix and n number of x characters (for example, 4420xxxxxxx).
Chapter 28: Microsoft Exchange Integration outgoing call is made to a number that is matched by the number mask on the dialing rule, the UM server will substitute the digits that are matched into the dialed number. It will then use the digit string from this match to make the outgoing call. An example of a valid number mask is 91425xxxxxxx. This field can contain only numbers and the letter 'x'. Dialed Number - Define the dialed number for the dialing rule.
Chapter 28: Microsoft Exchange Integration Figure 19. Assigning dial plan to mailbox policy After you configure the UM mailbox to use a dialing rule group, the dialing restrictions that are configured apply to all UM-enabled users who are associated with the UM mailbox policy. For example, you can configure a dialing rule group that does not require users who are associated with the dial plan to dial an outside line access code when they place a call to an in-country/region telephone number.
Chapter 28: Microsoft Exchange Integration Figure 20. a. 5. Creating a codec profile specifically for Exchange UM In the Name field, enter a name for the new codec profile. b. In the Codec field, select G.711 Mu-Law. c. In the DTMF Delivery field, select RFC2833 d. In the SIP Early Media field, select Enable. e. In the SIP Transport field, select TCP. Associate this new codec profile to the IP address of Exchange Server (and only Exchange Server): a.
Chapter 28: Microsoft Exchange Integration Figure 21. Associating your “Exchange” codec profile to the IP address of Exchange Server 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.
Chapter 28: Microsoft Exchange Integration Note: After all AltiGen services are restarted, voice mail access may be unavailable for 1-2 minutes. When You Create a New Mailbox User If you are using Synchronize mode, Bridged Access mode with synchronization, or Native VM Integration mode, and you create a new mailbox user in Exchange Server and a new extension in MAXCS, to associate them you need to restart the AltiGen Exchange Integration Service.
Chapter 28: Microsoft Exchange Integration 3. Click Show Profiles. In MAXCS 6.5, there is only one profile there, which is for the service account, so that name should be AltiExch (for example, AltiExchMAILSERVERAltiGen_telesystem). If you don’t see any such profile, make sure that \altiserv\exe folder does not contain the files mapi32.dll or gapi32.dll. If these files exist, delete them, then stop and start the Exchange Integration Service.
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 TAPI Integration If your office uses Microsoft Office Outlook, ACT!, or Goldmine—applications that let you call contacts without manually dialing the telephone's keypad and that support the Telephony Application Programming Interface (TAPI)—you can install AltiGen’s TAPI gateway to use this functionality through your MAXCS installation. An AltiGen TAPI License is required for each extension using the TAPI feature. MAXCS implements its TAPI service provider based on TAPI 2.
Chapter 29: TAPI Integration • Setting up phone and modem options • Setting up the Phone Dialer • Testing the TAPI Service Provider on the client system Install the AltiGen TAPI Service Provider on the Client The client must meet the following requirements: • A Windows operating system specified in the client manuals • Microsoft Outlook, Outlook Express, ACT!, or Goldmine installed on the client • Network connection with TCP/IP enabled Note: For Windows 2000 Server, the TAPI client must be installed on a
Chapter 29: TAPI Integration Figure 1. 4. Configuring phone and modem options Select the Advanced Tab to configure the TAPI service provider. Figure 2. Configuring the TAPI service provider 5. Choose AltiGen (TM) Communications Service Provider and click Configure. The AltiGen TAPI Device Detect dialog box opens. 6. In the AltiGen TAPI Device Detect dialog box, click the Configuration button to verify that the client extension is available. 7.
Chapter 29: TAPI Integration number, or password. You can reconfigure the client extension in the Device Detect window. (See “Changing TAPI Configuration Parameters” on page 413.) Note: If the client extension is not in the AltiGen TAPI Device Detect window, verify that the windows services "Remote Access Connection Manager" and "Telephony" have a status of Started. (To open the Windows Services window, go to Start > Control Panel > Administrative Tools > Services.
Chapter 29: TAPI Integration 4. In the Line used for section, select the client extension in the Phone calls dropdown list, and click OK. Testing TAPI Service Provider on the Client System To test TAPI Service Provider on the client system: 1. Click the Dial button in the toolbar. 2. Enter a number to call in the Number to Dial box, and click Place Call. The client extension should ring.
Chapter 29: TAPI Integration 1. Begin by setting up at least one contact. In Microsoft Outlook, select Go > Contacts. 2. Click the New Call button on the menu bar. The New Call dialog box opens. 3. In the New Call dialog box, click Dialing Options to configure the Dialer to use an extension. The Dialing Options dialog box opens. 4. In the Connect Using Line section of the dialog box, select the client extension, and click OK.
Chapter 29: TAPI Integration Changing TAPI Configuration Parameters To change TAPI Configuration Parameters 1. In Windows, go to Control Panel > Phone and Modem Options. 2. In the Phone and Modem Options dialog box, click the Advanced tab. 3. Choose AltiGen (TM) Communications Service Provider and click Configure. 4. In the AltiGen TAPI Device Detect dialog box, click Configure. 5. In the AltiGen TAPI Configuration dialog box, click Extension. 6.
Chapter 29: TAPI Integration 414 MAXCS ACC 6.
Chapter 30: Tools and Applications 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 > MAX Communication Server 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 “Media Server/ Gateway Configuration Tool” on page 81.
Chapter 30: Tools and Applications • PMC chip from host and DSP if T1/E1 board You have the option of testing a single board or testing all boards at the same time. 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.
Chapter 30: Tools and Applications Backing Up Files To back up files 1. Select the Backup icon to view the Backup Configuration dialog box. Figure 2. Backup Configuration dialog box 2. In the Components panel, select the files you want to back up. 3. In the Backup To drop-down 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.
Chapter 30: Tools and Applications 2. Set the options: • Check the box for each day of the week you want run the backup. • For each day, use the drop-down lists to specify the time. These time settings use a 24-hour clock. • You can accept the default target directories, or you can click the Folder icon to open the Browse for Folder dialog box to select the destination for the backup files.
Chapter 30: Tools and Applications MAXCS Admin & Extension Security Checker MAXCS Admin & Extension Security Checker is a tool that • Checks the security status of every extension in your MAXCS system and displays the security characteristics of each extension. From an extension’s right-click menu, you can lock and unlock the extension, force the user to change the password, clear an attacked record, and reset the status. • Shows how many MaxAdmins are currently connected to the system.
Chapter 30: Tools and Applications • Contains 4-8 digits • Is different from the extension • Is different from the default system password • Does not consist of consecutive numbers • Does not consist of a repetition of the same digit To check extension security 1. Select the security characteristics you want to check in the Show field group.
Chapter 30: Tools and Applications Start & Stop All AltiGen Services You can start or stop all AltiGen services from the Windows Start menu: All Programs > MAX Communication Server ACC/ACM > Utilities > Start & Stop All AltiGen Services. The following dialog box opens: To shut down all AltiGen services, click the Shutdown All AltiGen Services button. Some examples of when you might want to do this are before you upgrade, before running some utilities and tools, and to apply certain configuration changes.
Chapter 30: Tools and Applications The following describes the fields in the Trace Collector: Time Period for Extension Feature #66: Defines how many hours you want to go back to collect trace, starting from the time you press #66. The default value is 2 hours. Case Number: Enter the AltiGen case number associated with this trace collection activity. The case number will comprise the first part of the file name of the collected trace package.
Chapter 30: Tools and Applications altiserv.txt \atps\cmdlog.txt SIPPstnReg.txt AltiBack_XXX.trc AdvQOverflow.log SipExtChanTbl.log AltiKeep_XXX.trc Ac2AppPathHdlTbl.txt SIPKeepALive.txt AnnouceRunLog.txt FeatServ.txt QESLLog.txt AssertLog.txt DbUpdateTrdLog.txt Qtmlog.txt AW_AstrCpyErrLog.txt HGwGenLog.txt Loggservice_Mutex.txt CallQManLog.txt HGwMsgLog.txt MEMORYTRACE.txt CDRLogDLL.txt threadid.txt NewCDRExt.txt CDRLogTrace.txt MidNightLog.txt TritonSPLog.txt ConfigLog.
Chapter 30: Tools and Applications Start Collecting: Click this button to begin the trace collection, according to the time range and trace categories you chose. All collected files will be zipped to a single file, which will be listed in the Collected Trace Packages list box. The progress bar will display the progress of the whole process. Storage Folder: The collected trace package is saved in this folder. The format of the file name is CaseNumber_Year_Month_Day_Hour_Minute_Second _ComputerName.zip.
Chapter 30: Tools and Applications 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: The source .wav file must be in 8k/8bit/mono/mu-law format. You can sort by clicking a column head To use the Voice File Converter: 1.
Chapter 30: Tools and Applications Read Config Read Config (or Configuration Reader) is a tool that creates a subdirectory in \altiserv\EXE\AltiWareHtml\ of HTML files showing details of your MAXCS configuration. To use Configuration Reader 1. Launch Configuration Reader from Start > All Programs > MAX Communication Server ACC/ACM> Utilities > Read Config. Open previous ReadOE file Create new ReadOE file Output all configuration to this folder Output configuration to altigen_rc.
Chapter 30: Tools and Applications Work/Hunt Group Converter The MAXCS Work/Hunt Group Converter allows you to convert workgroups to hunt groups or hunt groups to workgroups. To launch the Work/Hunt Group Converter, select Services > Utilities > Convert Work/Hunt Group. The Work/Hunt Group Converter window opens. Figure 6. Work/Hunt Group Converter Workgroups and hunt groups are listed on the left side of the window, member agents and non-agents are listed on the right side.
Chapter 30: Tools and Applications – queue quit forward (returns to default value - to voice mail) – call distribution (if previously configured to Ring First Available Member, Ring Next Member or Ring All, the setting is not changed. If configured to any other settings, the setting is configured to Ring First Available Member.) To convert, select the workgroup (indicated in the Type field) and click the Convert Group button or double-click the workgroup.
Chapter 30: Tools and Applications 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. When the import is finished, a message lets you know how many extensions were imported, how many extensions were skipped and how many extensions failed. 6.
Chapter 30: Tools and Applications 3. Enter the server path, user name and password. 4. Click the Read Active Directory button. All user information is displayed in the table. (A record must have either an Ext Number or First Name or Last Name or Mail Address, otherwise it will not be not listed in the table.) 5. Select the extensions you want to import. You can use the Select All button, but only records that have an extension number can be selected.
Chapter 30: Tools and Applications 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. If some fields are invalid, the system replaces them with a default value (except for the extension number). (The report file's name is "ReportImportAD.txt". It is in the \altiserv\exe directory.) Exporting the Extensions in a MAXCS System 1.
Chapter 30: Tools and Applications • The sequence of the columns doesn’t matter. AltiGen Custom Phrase Manager 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, rather than pressing digits on the telephone. Note: The AltiGen Custom Phrase Manager requires a Client SDK license.
Chapter 30: Tools and Applications • The drop-down 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 drop-down list at the top right lets you select an extension through which to record or listen to a phrase.
Chapter 30: Tools and Applications 3. In the New Phrase dialog box, enter a name for the phrase. 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 onscreen 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.
Chapter 30: Tools and Applications 3. Make your changes to the name and description. 4. Click OK. To Delete a Phrase To delete a phrase, 1. Select the phrase you want to delete. 2. Click the Delete button. A confirmation/warning dialog box pops up: 3. If you’re sure you want to delete the phrase, click Yes. The phrase is deleted from the directory and from the table in AltiGen Custom Phrase Manager. To Re-record a Phrase To re-record a phrase, 1.
Chapter 30: Tools and Applications 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 onscreen when done. 436 MAXCS ACC 6.
APPENDIX A E1-R2 and E1 ISDN PRI Installations E1 R2 CAS Installation This section describes the configuration procedures necessary to implement E1 R2 digital signaling for European, Pacific Rim, and other emerging markets. Please carefully follow the procedures step by step. 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.
. Figure 1. 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 1. 3. Click the Protocol button in the Channel Group Configuration dialog box to open the Protocol Configuration window. Figure 2. Data Link Layer 4.
Figure 3. 6. Signaling Layer 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 1 on page 440). If the subscribed line is intended for other purposes, contact your CO for the proper value.
Table 1.
Country Signaling Values China MFC-R2 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 For 8-digit DID, set to (11111113)1 [Assume caller ID provided]: Incoming sequence (same as above shown): DID/DNIS * Caller ID In-call signaling (depend on how many D
Country Signaling Values Ecuador MFC-R2 Set calling part category: 1 [Assume no caller ID provided]: Incoming sequence: DID/DNIS In-call signaling (depend on how many DID digits): For 3-digit DID, set to (113)6 For 4-digit DID, set to (1113)6 For 5-digit DID, set to (11113)6 For 6-digit DID, set to (111113)6 For 7-digit DID, set to (1111113)6 For 8-digit DID, set to (11111113)6 [Assume caller ID provided]: Incoming sequence (same as above shown): DID/DNIS * Caller ID In-call signaling (depend on how many
Country Signaling Values Mexico / Teléfonos de Mexico 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 For 8-digit DID, set to (11111113)1 [Assume caller ID provided]: Incoming sequence (same as above shown): DID/DNIS * Caller ID In-call signaling (depe
Country Signaling Values Panamá / Nacional MFC-R2 Set calling part category: 1 [Assume no caller ID provided]: Incoming sequence: DID/DNIS In-call signaling (depend on how many DID digits): For 3-digit DID, set to (113)6 For 4-digit DID, set to (1113)6 For 5-digit DID, set to (11113)6 For 6-digit DID, set to (111113)6 For 7-digit DID, set to (1111113)6 For 8-digit DID, set to (11111113)6 [Assume caller ID provided]: Incoming sequence (same as above shown): DID/DNIS * Caller ID In-call signaling (depend o
Country Signaling Values Venezuela / Nacional MFC-R2 Set calling part category: 1 [Assume no caller ID provided]: Incoming sequence: DID/DNIS In-call signaling (depend on how many DID digits): For 3-digit DID, set to (113)6 For 4-digit DID, set to (1113)6 For 5-digit DID, set to (11113)6 For 6-digit DID, set to (111113)6 For 7-digit DID, set to (1111113)6 For 8-digit DID, set to (11111113)6 [Assume caller ID provided]: Incoming sequence (same as above shown): DID/DNIS * Caller ID In-call signaling (depen
Country Signaling Values Colombia MFC-R2 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 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 ma
Country Signaling Values Ecuador MFC-LME Set calling part category: 2 [The switch doesn't support caller ID transmission]: Incoming sequence: DID/DNIS In-call signaling (depend on how many DID digits): For 3-digit DID, set to (113)1 For 4-digit DID, set to (1113)1 For 5-digit DID, set to (11113)1 For 6-digit DID, set to (111113)1 For 7-digit DID, set to (1111113)1 For 8-digit DID, set to (11111113)1 Korea MFC-R2 Set calling part category: 1 [The switch doesn't support caller ID transmission]: Incoming
Country Signaling Values Panamá / Nacional MFC-R2 Set calling part category: 1 [Assume no caller ID provided]: Incoming sequence: DID/DNIS In-call signaling (depend on how many DID digits) : For 3-digit DID, set to (113)6 For 4-digit DID, set to (1113)6 For 5-digit DID, set to (11113)6 For 6-digit DID, set to (111113)6 For 7-digit DID, set to (1111113)6 For 8-digit DID, set to (11111113)6 [Assume caller ID provided]: Incoming sequence (same as above shown): DID/DNIS * Caller ID In-call signaling (depend
Country Signaling Values Venezuela / Nacional MFC-R2 Set calling part category: 1 [Assume no caller ID provided]: Incoming sequence: DID/DNIS In-call signaling (depend on how many DID digits): For 3-digit DID, set to (113)6 For 4-digit DID, set to (1113)6 For 5-digit DID, set to (11113)6 For 6-digit DID, set to (111113)6 For 7-digit DID, set to (1111113)6 For 8-digit DID, set to (11111113)6 [Assume caller ID provided]: Incoming sequence (same as above shown): DID/DNIS * Caller ID In-call signaling (depen
Important: 2. When changing from E1 to T1, then back to E1, channel group properties will be reset to default values. It is important to make sure the channel group properties are configured properly. Follow the steps below to re-check your settings for the physical layer and data link layer. In the Board Configuration window, double-click the channel group to open the Channel Group Configuration dialog box. Figure 4.
Figure 5. Data Link layer What you should select in the B Channel Maintenance Message drop-down list depends on what country you reside in (see Table 2 on page 452). MAXCS ACC 6.
Table 2.
APPENDIX B Required Service Parameters This appendix 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.
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.
Service Parameters/Request Information for PRI To subscribe to PRI service, certain parameters are required to establish service. The information provided below identifies the recommended and supported parameters for PRI service. When ordering PRI service, provide the following service request information: Equipment Information • PBX Manufacturer—AltiGen Communications, Inc.
Service Parameters/Request Information for E1 To subscribe to E1 service, certain parameters are required to establish service. The information provided below identifies the recommended and supported parameters for E1 service. When ordering E1 service, provide the following service request information: Equipment Information • PBX Manufacturer—AltiGen Communications, Inc.
APPENDIX C Network Ports If MAXCS 6.5 is behind a firewall/NAT router, you need to open TCP and UDP ports according to the following table: For external VoIP connection through a firewall TCP UDP Remote AltiGen IP phone/IPTalk to phone service 10032 10060 10064 5061 Remote AltiGen IP phone firmware download (TFTP) Extension Global Appearance 69 10066 VoIP RTP Port (Voice Stream) for SIP and H.
Y = BasePort + Total IP codec channels x 2 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 TCP AltiCons
MAXCS connects the following application through a firewall TCP External CDR Logger Service 10027 UDP 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 ACC 6.
460 MAXCS ACC 6.
APPENDIX D Technical Support & Product Repair Services This appendix describes: • AltiGen technical support policy and procedures • Product repair • Technical training for administrators Technical Support Eligibility: AltiGen provides technical support to Authorized AltiGen dealers and distributors only. End user customers, please contact your Authorized AltiGen Dealer for technical support.
• MAXCS version number • Number and types of boards in the system • Server model • The telephone number where you can be reached • A brief description of the problem and the procedure to reproduce the problem Having this information ready will help us to better assist you. End users who have problems unresolved by their AltiGen Authorized Dealer, and dealers who have problems unresolved by AltiGen Technical Support, may send an e-mail to AltiGen’s CEO at ceo@altigen.com.
• Voice over IP (VoIP) network requirements and implementation for branches or remote workers. • Unified messaging, utilizing TAPI, Microsoft CRM, Outlook, Goldmine and ACT! • System troubleshooting, covering common problems/scenarios and basic troubleshooting techniques. • New product developments and future upgrades. How can I register or where can I get more information? Visit the AltiTraining web site at www.AltiTraining.com to register for a class or to get more information.
464 MAXCS ACC 6.
APPENDIX E Troubleshooting Troubleshooting VoIP: Common Symptoms and Solutions The following are some of the most common problems you may encounter and a list of steps to troubleshoot and resolve these problems. Poor Voice Quality When voice quality is poor, try the following: 1. Perform a Loop-Back Test. Call yourself by dialing out and dialing back into yourself. If you don’t have any problems performing this test, the problem is most likely in the network or at the remote site. 2.
(Control) Protocol, a transport protocol for real-time applications used to transport packetized voice packets over the IP network. 5. Check the IP Dialing Table in Enterprise Manager for server ID Length. Refer to “Defining the IP Dialing Table” on page 340. 6. Check if Called Extension is a Workgroup or has Multiple Call Waiting Enabled. When the called party is a workgroup pilot number or has Multiple Call Waiting enabled, the caller is placed on hold and hears ringback or music.
Index Symbols #12, enabling, for language setting 106 #27 to relocate global extension 358 Numerics 10 digit dialing area codes 61 A ACC Administrator installation 30 access system 33 access code 154 account code forcing 199 account code display, blocking 199 actions auto attendant 95 activity configuration 69 adding a huntgroup 261 adding a workgroup 285 admin defined # 242 administration AltiContact Center 45 admins, number connected to system 419 agent check box 199 allow call redirect/priority change
personal options 200 remote shared directory 111 requirements 109 trunk based recording 110 call recording configuration 109 call reports 62 call reports, external 64 call restrictions 59, 216 call restrictions, extension 216 call routing 175 call screening 223 call waiting distinctive 210 distinctive tones 292 multiple 220 call waiting tones distinctive 265 call waiting, setting options 220 callback interview 301 callback number 210, 265, 292 caller ID 17 collecting 164 caller ID routing 178 business hours
E1-R2 CAS installation 437 E-911 198 e-mail 87 name 291 email name 210, 264 e-mail messaging options 87 email services 87 e-mail, setting notification 211 emergency notification 213 emergency numbers 66 enable multiple call waiting 220 enable call screening 223 enable distinctive ring 47 Enable Do Not Disturb 220 enable intercom 199 enable live call handling 220 enable multiple call waiting 220 enable single call handling 271, 298 enable single call waiting 220 en-bloc dialing 155 enbloc dialing 342 Enterpr
converting to workgroup 427 huntgroup adding a 261 answer handling 270 business hours 264 busy call handling 269 call handling 268 configuration 259 establishing basic attributes 261 mail management 264 queue management 271 setting up membership 262 setup 261 single call handling 271 I ID, server changing length 347 impedance match, performing 169 importing extensions 428 in call routing 177 in call routing rules 177 incoming call handling 175 information only mailbox 209 installation ACC Administrator 30
press any key to answer call 256 voice mail 257 mobile trunk shared or dedicated 255 Monitor Available list 225 monitor list 224 monitoring extensions, set up 224 monitoring VoIP channel usage 41 multilingual prompts 101 overview 101 multilingual system auto attendant 104 configuring 103 configuring #12 for extension 106 configuring DNIS routing 107 configuring extension 105 multilink, router supports 318 multiple call waiting 220 multiple data message format (MDMF) 203 multiple language system language use
multiple gateways 111 personal options 200 remote shared directory 111 requirements 109 recording options for workgroups 288 Recording Seat license 200, 288 Recording Session license 200, 288 recording tone 201, 288 redirect IP phones when server down 358 redundancy 363 redundancy configuration 363 refresh enterprise configuration 362 refresh interval 42 rejoining a server to VoIP domain 348 relocating domain extension 356 relocating domain extension using #27 358 remote IP phones behind NAT 459 remote loca
T T1 channel assignment 454 signaling protocol 163 subscribing to service 453 types of registered services 454 T1/E1 troubleshooting 139 T1/E1 clock 131 TCP fragmentation 318 TCP ports 457 AltiServ behind NAT 340 technical support 461 technical training for system admins 462 TEI (terminal endpoint identifier) 137 terminal endpoint identifier (TEI) 137 testing AltiGen boards 415 testing tools 415 text tag, collecting digits 97 TFTP server 239 tie trunk, enabling 156 tie trunks, enabling hop off 61 time displ
service level 41 setup 285 single call handling 298 workgroup configuration 281 workgroup queue agent pick up call 207 workgroup status display 242 Workgroup view window 40 wrapup 40 wrap-up time, setting 206 Z zero code suppression 130 Bell 130 GTE 130 Jam Bit 8 130 474 MAXCS ACC 6.
