01-4.5 AltiWare OE 4.
AltiWare™ OE Version 4.5 System Installation and Administration Manual Revised 07/2002 4403-0001-4.
WARNING! Toll fraud is committed when individuals unlawfully gain access to customer telecommunication systems. This is a criminal offense. Currently, we do not know of any telecommunications system that is immune to this type of criminal activity. AltiGen Communications, Inc. will not accept liability for any damages, including long distance charges, which result from unauthorized and/or unlawful use. Although AltiGen Communications, Inc.
Table of Contents Liability & Warranty . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xiii Preface: About This Manual . . . . . . . . . . . . . . . . . . . . . . xxvii CHAPTER 1 AltiServ Office Solutions . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 AltiServ Platforms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 Key AltiServ Characteristics . . . . . . . . . .
Table of Contents System Limitations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Power Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Operating Environment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Heat Factor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Installing a Cooling Fan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . AltiWare Conference Resource Limits . . . . . . . . . .
Table of Contents CHAPTER 4 Getting Around AltiAdmin . . . . . . . . . . . . . . . . . . . . . . . . . 89 AltiAdmin: the AltiWare OE Administrator . . . . . . . . . . . . . . . . . 89 Logging in for the First Time . . . . . . . . . . . . . . . . . . . . . . . . . . . 89 The Main Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91 Quick Access Toolbar. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91 The View Windows . . . . . . . . . . . . . . . . . . . . . .
Table of Contents Setting up Call Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Internal (Local) Logging of Call Data Data . . . . . . . . . . . . . . . External (Remote) Logging of Call Data . . . . . . . . . . . . . . . . . Exporting Through a Local Port. . . . . . . . . . . . . . . . . . . . . . . . Managing Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Setting Message Notification Retries . . . . . . . . . . . . . . . . . . . .
Table of Contents Board Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152 Troubleshooting—Common Symptoms and Solutions . . . . . . 153 Configuring the Triton T1/PRI Board . . . . . . . . . . . . . . . . . . . . . 154 Service Parameters for T1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155 Service Parameters for PRI. . . . . . . . . . . . . . . . . . . . . . . . . . . . 156 Board Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Table of Contents Setting up Station Speed Dialing . . . . . . . . . . . . . . . . . . . . . . . . . Setting the Mailbox Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . Setting an Information-Only Mailbox . . . . . . . . . . . . . . . . . . . Disabling a Mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Synchronizing with Exchange Server . . . . . . . . . . . . . . . . . . . Setting Mailbox Playback Options. . . . . . . . . . . . . . . . . . . . . .
Table of Contents CHAPTER 10 Auto Attendant Configuration . . . . . . . . . . . . . . . . . . . . . 241 Planning is Essential . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 241 Adding Auto Attendants . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 245 Editing Auto Attendants . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 246 Configuring Menu Items. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 247 Making Auto Attendant Assignments . . . . . . .
Table of Contents CHAPTER 14 Data and Internet Integration . . . . . . . . . . . . . . . . . . . . . . 267 Network Protocol and Addressing . . . . . . . . . . . . . . . . . . . . . . . . Network . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Protocol . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Transport Protocols . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Network Address . . . . . . . . . . . . . . . . . . .
Table of Contents CHAPTER 15 Using TAPI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 305 System Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 305 Installing TAPI Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 306 Changing TAPI Configuration Parameters . . . . . . . . . . . . . . . . . 307 CHAPTER 16 Setting Up IP Extensions . . . . . . . . . . . . . . . . . . . . . . . . . . 309 System Requirements . . . . . . . . . .
Table of Contents CHAPTER 19 Basic & Advanced CallRouter . . . . . . . . . . . . . . . . . . . . . . 347 Basic CallRouter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 347 Advanced CallRouter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 356 Additional Advanced CallRouter Features . . . . . . . . . . . . . . . 367 APPENDIX A Call Accounting Report Formats . . . . . . . . . . . . . . . . . . . 375 CDR Data Schema . . . . . . . . . . . . . . . . . . . . . . .
Liability & Warranty Except for personal injury, direct damages to tangible personal property proximately caused by AltiGen products and liability otherwise expressly assumed in a written agreement signed by AltiGen, the liability of AltiGen, its affiliates, suppliers, and authorized resellers for any claims, losses, damages, or expenses from any cause whatsoever (including acts of omission of third parties), regardless of the form of action, whether in contract, tort or otherwise, shall not exceed an amoun
FCC Requirements 1. The Federal Communications Commission (FCC) has established Rules which permit this device to be directly connected to the telephone network. Standardized jacks are used for these connections. This equipment should not be used on party lines or coin phones. 2. If this device is malfunctioning, it may also be causing harm to the telephone network; this device should be disconnected until the source of the problem can be determined and until repair has been made.
Liability & Warranty Equipment Attachment Limitations - Industry Canada NOTICE: The Canadian Industry Canada label identifies certified equipment. This certification means that the equipment meets certain telecommunications network protective, operational, and safety requirements. The Department does not guarantee the equipment will operate to the user’s satisfaction.
Port Identification, Facility Interface, and Service Order Codes The following tables list the manufacturer’s network interface port designations, Facility Interface Codes (FIC), Ringer Equivalence Number (REN), or Service Codes and the network jacks for the required facilities. The facility interface and service order codes are with reference to the codes specified in Table 5 of Appendix D of FCC Form 730 Application Guide of January 1998. Table 1.
Liability & Warranty Start Services Manufacturer Port Identifier Facility Interface Code (FIC) REN Network Jack ALTI-TTAT-12GS O2GS2 0.5B RJ21X, RJ11 ALTI-TTAT-12 O2LS2 0.5B RJ21X, RJ11 Disruption of Network If any Quantum or Triton boards disrupt the telephone network, the telephone company can discontinue your service temporarily. If possible, the telephone company will notify you in advance. If advance notice is not practical, they will notify you as soon as possible.
Important Safety Instructions • Read all of the instructions before attempting to operate the equipment and before connecting the power supply. • Always follow basic safety precautions to reduce the risk of fire, electrical shock, and injury to persons. • To prevent fire or shock hazard, do not expose the unit to rain, moisture, or install this product near water. Never spill liquid of any kind on this product.
Liability & Warranty — Lock the wall box-switch in the off position. — Attach a DO NOT OPERATE tag to the wall box-switch. • Never assume that the power is turned off. Always check to ensure that a circuit does not have power. Note: Unit must have ground wire attached if trunks are attached and system is unplugged. • Do not work alone. Work with another person who knows the locations of the power-off switches, especially if you are working with exposed electrical circuits. (See note above.
subject to the conditions set out in them. Any other usage will INVALIDATE this approval. 2. The host machine shall be “CE” marked, with the internal ISA and PCI slots operating at SELV in accordance with EN60950, 1992, issue 2, +A4. 3. This apparatus MUST be professionally installed. 4. The host machine MUST be hardwired earthed in accordance with EN60950, 1992, issue 2, +A4, 1997, cl. 6.2.1.2 with an earth wire from the host machine earthing terminal to the building earth. 5.
Liability & Warranty Clearance (mm) Creepage (mm) Voltage used or generated by host or other cards 2.6 3.0 (4.8) Up to 125 Vrms or Vdc 4.0 5.0 (8.0) Up to 250 Vrms or Vdc 4.0 6.4 (10.0) Up to 300 Vrms or Vdc For a host or other expansion card fitted in the host, using or generating voltages greater than 300V (rms or dc), advice from a competent safety engineer must be obtained before installation of the relevant equipment.
Power Failure In the event of a power failure, the first telephone extension on each card (except for the CD0012UD) is connected directly to the first exchange line, thus permitting access to dial the emergency services. This telephone must be powered from the PSTN or have local battery backup capable of calling the emergency services four hours after the power failure event occurs.
Liability & Warranty Instructions for Hardwired Earth Connection 1. A supplementary equipment earthing conductor is to be installed between the product or system and earth, that is, in addition to the equipment earthing conductor in the power supply cord. 2. The supplementary equipment earthing conductor may not be smaller in size (8 AWG minimum, recommend 6 AWG) than the unearthed branch-circuit supply conductors.
installation of extension cards does not result in non-conformance to the Safety Requirements above. 6. When installing a system using AltiGen’s cards, note that the continued compliance to the LVD and EMC EU Directives at the system level is the responsibility of the system supplier. 7. Prepare above cards ensuring all jumpers are set according to the manufacturer’s instructions. 8. Attach suitable grounded ESD wrist strap between wrist and earth. 9.
Liability & Warranty How Long the Warranty Is Effective All AltiGen Communications products are warranted for one (1) year for all parts from the date of the first end user purchase. Whom the Warranty Protects This warranty is valid only for the first end user purchaser. What the Warranty Does Not Cover 1. Any product on which the serial number has been defaced, modified or removed. 2.
1. Take or ship the product (shipment prepaid) to your AltiGen distributor or to AltiGen Communications, Inc. All materials being returned to AltiGen must have an associated RMA number. RMA numbers are issued by AltiGen Customer Service and can be obtained by calling 1-510 252-9712. AltiGen reserves the right to refuse return of any material that does not have an RMA number. The RMA number should be clearly marked on the outside of the box in which the material is being returned.
Preface: About This Manual Another manual, the AltiServ User Guide, covers the AltiServ end user features and functions such as call handling, voice mail, and web interface. This guide contains the following chapters and appendices: Chapter 1, Overview, describes the AltiServ functions, features, benefits, and new features with AltiWare OE Release 4.5. Chapter 2, System Requirements, describes the system and hardware specifications needed, based on the number of trunks and extensions required.
Chapter 13, System Report Management, describes system management reports on summary, traffic, system log and call detail summary. Chapter 14, Data and Internet Integration, describes setting up email, AltiReach, Exchange integration. Chapter 15, Using TAPI, describes how to configure AltiGen’s TAPI gateway to use off-the-shelf applications for calling contacts. Chapter 16, Setting Up IP Extensions, outlines procedures for setting up IP extensions using AltiGen-certified clients.
CHAPTER 1 AltiServ Office Solutions Configuration Overview All systems ship with Windows 2000 Server (except AltiServ Small Office), AltiWare OE 4.5 and the corresponding hardware package – preinstalled in a generically-configured working condition to significantly reduce installation time. Also, all systems support traditional and IP phones.
AltiServ Office (Part# ALTI-OFFICE2A-R) The AltiServ Office solution is ideal for new installations and upgrades for existing customers with Quantum boards. The product is targeted towards small to medium-sized businesses with 25-100 users that are looking for additional capacity and expandability at a cost that is dramatically lower than enterprise systems. Components Chassis Specifications AltiWare OE 4.5 4U Rack Mount Chassis w/ slide rails AltiWare OE 4.
AltiServ Office Solutions Components Chassis Specifications AltiWare OE 4.5 4U Rack Mount Chassis w/ slide rails AltiView 4.
Key AltiServ Characteristics Overview AltiServ™ is a multi-application computer telephony platform that combines AltiGen’s Quantum™ and Triton™ telephony boards with AltiWare™ software in a standard personal computer platform.
Overview • Quantum Board - a telephony card that uses DSP technology to provide trunks, lines, and voice processing resources. Quantum is an ISA compatible telephony card, which is designed around open software standards to facilitate implementation of thirdparty-provided applications in addition to the AltiServ-provided applications. The Quantum telephony board has 12 analog ports. Overview Additional Quantum boards can be added to meet larger system requirements.
Key AltiServ Characteristics • Additional T1/PRI boards can be added to meet larger system requirements. The maximum number of T1/PRI boards in one system is up to six (6) T1/PRI lines (144 digital trunks). — Triton Analog Station Board - a PCI bus telephony board that supports 12 analog extensions per board.
Overview and the third party client-server call control (such as call routing applications). PBX Features For more information on using PBX features, see the AltiView User Guide and the AltiServ User Guide. In addition to station-to-station dialing, the PBX features include: AltiTouch Plus- With the AltiTouch Plus phone, a user can dial an extension and speak on the phone’s intercom without ringing the callee. Feature available only on systems with the Triton Analog Extension board.
Key AltiServ Characteristics destination extension on the system (Remote Call Forwarding). In OE 4.5, the limit on forwarded calls has been increased from one to ten. • Call Restrictions - restricts users from dialing specific long distance area codes and phone numbers. Reduces the risk of toll fraud.
Overview Do Not Disturb - blocks all calls coming into a specific extension and sends them to preprogrammed destinations such as voice mail or the operator. • AltiSpanTM - (or Extended Caller ID) inexpensive caller ID display phones can be used to deliver functionality previously requiring the use of proprietary telephones. • Feature Tips - plays helpful tips and reminders for optimal use of AltiServ.
Key AltiServ Characteristics One Number Access (enhanced) - a feature that eliminates “telephone tag” by forwarding important callers to predetermined numbers, according to a designated schedule. Setup is available through the One Number Access page of Extension Configuration and/or web-based AltiReach and AltiView management. In OE 4.5, ONA passwording is optional. The user can press any key to pick up an ONA call.
Overview Single Call Waiting - allows users to put an existing call on soft hold and take a second call upon hearing a Call Waiting tone. The user can then alternate between the two calls. • Station Log In/Log Out - enables system users to move an extension number from one station to another, or deactivate an extension on a long-term basis.
Key AltiServ Characteristics • Flexible Wrapup Times and Inter Call Delays - can be used to set delays before the system sends the next call to an extension. Further, the user can manually set the extension state to Ready or Not Ready to receive calls. Automatic Call Distribution Features Automatic Call Distribution (ACD) features include: • Auto Logout - a workgroup member can be automatically logged out if a call is not answered.
Overview Multiple Queue Announcements - allows each workgroup to have its own set of unique audio announcements. Up to five announcements can be configured for each workgroup. The intervals between announcements can also be configured. See “Setting up Workgroups” on page 203 for more information on this feature. • Multiple Workgroup Membership - allows each extension to belong to multiple workgroups. The system can be configured with a maximum of 32 workgroups.
Key AltiServ Characteristics the number of rings configured, the system can direct the call to the next available workgroup member. The system can also ring the longest idle member or ring all available members. In OE 4.5, calls encountering RNA among all agents can be automatically directed to an alternate destination.
Overview Automated Attendant Features The Auto Attendant features provide quick and courteous processing of all incoming calls. An Auto Attendant can be configured to serve as a primary Attendant or as a backup to a receptionist. Auto Attendant features include: Dial By Name (enhanced) - allows a caller who does not know your extension number to spell your name using the telephone key pad.
Key AltiServ Characteristics AltiGen Voice Mail Features The AltiGen Voice Mail System is a sophisticated message management system that provides the calling and the called parties with enhanced communication features. It allows greater accessibility, faster reply time between parties, and reduces the frustration of telephone tag. The AltiGen Voice Mail System is described in the AltiServ User Guide.
Overview messages and make other calls not associated with a message, all with one call into the AltiGen Voice Mail System. This can result in significant savings. The use of this privilege is configurable on a peruser basis. Message Management - receives, sends, forwards, deletes, and replies to messages. • Message Notification of E-mail Messages - designed to alert you of new voice and/or email messages in your mail box.
Key AltiServ Characteristics • Zoomerang - allows users to listen to messages in the AltiGen Voice Mail System, prompt the system to automatically call the party who left the message, and then return to the AltiGen Voice Mail System to continue checking messages, all in a single call into the AltiGen Voice Mail System. If the caller ID information is not captured, the user may enter the “call back” number manually.
Overview Mail Forwarding - allows you to forward mail (email and voice mail) to an SMTP-based mail server. The destination server address should be the address of the SMTP server to which all mails should be forwarded. This address can be an IP address such as 100.200.101.201, a domain name such as altigen.com, a fully qualified domain name such as symphony.altigen.com or a machine name such as symphony.
Key AltiServ Characteristics Call Detail Reporting (CDR) (enhanced) - the system collects and records information on outgoing and incoming phone calls, such as length of call, time of call, number of calls. This data can be written to an internal database or to an external SQL database. Updated data keys for the CDR reports are shown in “Call Accounting Report Formats” on page 375. In OE 4.
Overview Split Area Code Support - allows you to identify area codes and prefixes that are exceptions to the standards of how area codes and long distance prefixes are normally used. For example, this configuration allows the system to treat calls to certain areas as local calls. See “Setting Area Code Toll Definitions” on page 127 for more information. • Tenant Service - allows certain trunks to be shared among multiple groups.
Key AltiServ Characteristics • AltiServ-to-AltiServ Networking Capability - multiple AltiServ systems at the same or remote locations can be linked through an IP network. Also, this feature provides toll savings on long distance calls by allowing users to dial a remote AltiServ system via an IP trunk and then the destination phone number through PSTN. See “VoIP Hop Off Call Support” on page 23. • AltiServ Feature Support - many of the AltiServ features are also available when using IP trunks.
Overview NEW •IP Port Support - AltiWare IP port density is increased to 78 ports. The system supports up to six (6) Triton IP boards, with each board supporting eight (8) IP ports. Integrated Administration - calls through both PSTN and IP networks can be managed using a single point of administration. • Integrated VoIP Gateway - because the VoIP gateway is built-in to the system, translation of PSTN calls to IP calls and IP to PSTN calls are smoother and more successful.
Key AltiServ Characteristics • Call Transfer To and From IP Trunk (Blind & Supervised) • One Number Access • Message Notification • Reminder Calls • Multi-Location Conferencing • Call Park • Call Waiting • Call Forwarding • Automatic Call Distribution • Auto Attendant • System Call Back • Calling Out from Voice Mail • Zoomerang • Dial Last Caller • Speed Dialing • Call Accounting • Caller ID • Voice Mail • MS Exchange Integration • AltiConsole Client Support • AltiReach Support • AltiView/AltiView IP Exten
Overview handle non-compliant comparisons and exceptions. Requires the purchase of a license. •MultiSite Configurator - an application that allows a system administrator to configure several distributed AltiServ systems from a single system. The tool can be run on any server (local or remote) to an AltiWare system that has a connection for access to all the servers to be managed. NEW • Optional Add-On Software NEW • Additional new features for these applications are described throughout this chapter.
Key AltiServ Characteristics QuickNet integration is added. An optional add-on recording feature (NOVO) is added. • AltiAgent™ - a workgroup user version of AltiView; in addition to AltiView features, also provides call statistics, call wrap up with data entries, logon/logoff with reason codes and agent ready/not ready status. • AltiSupervisor™ - a supervisor version of AltiView; in addition to AltiView features, also provides workgroup statistics, silent monitoring and barge-in features.
Overview Optional Kits •SDK 4.5 Tool Kit - offers a complete set of tools including APIs, documentation and sample programs, to enable a developer to begin programming rapidly and efficiently. The SD 4.
Key AltiServ Characteristics 28 AltiWare OE System Installation & Administration Manual
CHAPTER 2 System Requirements Hardware Requirements AltiServ hardware requirements depend on the number of extensions (lines) and trunks your site requires. Refer to Table 4 on page 36 for AltiServ platform selection. System Key Requirement One pre-assigned, DB25 parallel port system key is included with every copy of AltiWare OE 4.5 (upgrade or original). Each system key has a unique key designated for a particular AltiWare software package - system keys cannot be shared among systems.
Minimum System Requirements To read the AltiAdmin online help, you must have a 4.0 or higher browser. To accommodate Quantum and Triton telephony boards with AltiWare software, AltiServ requires the following minimum system configuration: • IBM/PC compatible system with adequate number of full-size ISA and PCI slots. • Microsoft Windows NT Server 4.0 with Service Pack 6a (or higher) installed or Microsoft Windows 2000 Server.
System Requirements Uninterruptible Power Supply (UPS) Using a UPS prevents power fluctuations and surges on power sources from utilities. Windows NT files can be corrupted as a result of power failure or improper system shutdown. Caution: Corrupted files may not be repairable and may require reinstallation of Windows NT and AltiWare.
Functional Specifications Quantum Board The Quantum telephony board has the following functional characteristics: • MVIP compatible • 256 Port Non-Blocking Switch Matrix • Audio Peripheral Input & Output • Jumper-Free Configuration • On-Board Telephony Power Supply for Quantum D Board • Automatic Power Failure Transfer • ISA Bus Triton Analog Station Board The Triton Analog Station telephony board has the following functional characteristics: • MVIP Compatible • 256 Port Non-Blocking Switch
System Requirements Triton VoIP Board The Triton VoIP telephony board has the following functional characteristics: • MVIP-compatible • 256 Port Full-Duplex Switch Matrix • Jumper Free Configuration • PCI Bus Triton T1/PRI Board • MVIP Compatible • 256 Port Non-Blocking Switch Matrix • Jumper-Free Configuration • PCI Bus System Requirements System System Installation Requirements The Triton T1/PRI telephony board, which supports either T1 or PRI through software configuration, has the fol
• Before installing AltiWare OE: on the root directory of the AltiWare OE CD-ROM; this file will be installed when you install the software. • After installing AltiWare OE: in the \AltiServ\SP directory on your hard drive. AltiGen Board Options Table 2 lists the AltiGen telephony board modules. This selection allows you to optimize your system based on the trunk/extension mix required at your site. Table 2.
System Requirements System Limitations Note the following limitations for board installation and Triton VoIP board and port combinations. Table 3.
Recommended AltiServ System Configurations* 12V Requirement 5V Requirement Power Supply Hard Disk Controller Available Memory CPU Type Number of Quantum or Triton Boards per System Table 4.
System Requirements Operating Environment Before you set up and use the system, consider the environment in which the system will reside: • Choose a work surface large enough to accommodate the entire system. • Use a flat, stable work surface with enough space around it for proper air circulation. For proper heat dissipation, a fan is recommended in front of the AltiGen telephony boards to ensure sufficient airflow. Be sure the fan filter is clean and does not block the airflow.
AltiWare Conference Resource Limits The following table defines conference resource limits for boards used in an AltiWare system. Table 6. Conference Call Resource Limits Maximum Number of Conferences Supported (Conference Bridge) Maximum Number of Members per Conference (Internal Extensions and External Parties) Total Number of Conference Resources Available Support of Conference Members on Other Boards Quantum 3 up to 61 12 Yes, limited to 4 members.
CHAPTER 3 Software Installation The AltiWare OE software is provided on a CD-ROM and contains the following components or folders: AltiWare OE. Contains the AltiWare Administrator as well as the switching service, SMTP/POP3 server, messaging agent, Exchange Integration, AltiBackup, AltiGatekeeper, AltiWeb that can be installed on any Windows NT Server with Service Pack 6a (or higher) or on Window 2000 Server. • AltiAdmin.
AltiWare as an NT Service AltiWare as an NT Service AltiWare components such as the switching, messaging agent, and AltiBackup are NT services that are automatically launched when AltiWare OE is installed and the AltiServ system is restarted. Benefits of AltiWare as an NT service: • The AltiWare Administrator user interface does not have to be tied to the switching service so that if there is a problem with the user interface, the switching service is not affected.
Software Installation • Third party applications. AltiWare OE must be installed before any third party applications on a Windows NT with Service Pack 6a (or higher) or Windows 2000 system. Contact your third party application vendor(s) to find out if an upgrade is required for their product to work with the AltiWare OE release you are about to install. • Installing over old versions. If AltiWare 3.5X or 4.X is installed, there is no need to uninstall it before installing AltiWare OE 4.5. If AltiWare 2.
Preparing to Install AltiWare OE Client Server TCP VoIP RTP VoIP RTP Web Client AltiLink+ 10025 NetMeeting Chat 1720 UDP From 49152 to Nb plus VoIP ports described above Polycom Between 2222-2242 and 1718/ 1719 a. It is recommended that this be run only in an intranet. b. N=49152+ (62*number of boards)–1 Installing AltiWare OE on Windows 2000 • AltiWare OE 3.5 and later versions of AltiWare are supported on Windows 2000 Server.
Software Installation Software License Activation and Registration With AltiWare OE 4.5, a new licensing and registration process is implemented to reduce software piracy. The new licensing is based on two parts — licensing and registration. Licensing The new licensing has two components — a system key which is a physical device shipped with every copy of OE 4.5.
Registration Once registered, system keys have license keys associated with them. All license keys are individually tracked and can only be registered to one system key. Individual license keys cannot be reactivated or installed on a different system once it has been registered the first time. The same license key cannot be associated with multiple systems even on the same customer site.
Software Installation Completion of the final step of this process generates an activation file that will be used to populate the actual system with valid registration information. WARNING! Once a license key is associated with a system key, it cannot be reassigned to another system. Remember that all licenses for OE 4.5 are specific for that release. For upgrades, all new licenses must be ordered and pre-4.5 licenses cannot be registered with AltiWare OE 4.
Upgrades Upgrades Previous release software licenses will not work with AltiWare OE 4.5. OE 4.5 will require all new licenses, so during the upgrade process, it is important that all components are upgraded to OE 4.5 compatible versions. The new AltiGen upgrade is designed to ensure that the proper compatible seat licenses are provided with OE 4.5 upgrade software ordered. Other optional software, such as AltiView, AltiConsole and Center must also be upgraded to be compatible with 4.5 (4.
Software Installation New Installation Before New Installation Note: Triton T1 Rev A1/A2 or VoIP Rev A1/A2 boards are not supported in OE 4.5. These boards must be replaced with Rev A3 or later boards.
To Begin New Installation If your machine is a stand-alone server, you need to login as a local administrator account. Note: If you plan to run Exchange Integration, you must have domain administrator rights. 4. Insert the AltiWare OE CD-ROM into the CD-ROM drive. 5. Select and read the Readme.txt file. 6. After reading the Readme.txt file, click on SETUP.EXE in the AltiWare OE folder. 7. At the Welcome page window, exit all Windows programs before continuing with the setup, then click Next. 8.
Software Installation 10. Setup will check AltiGen boards on your system. Note: Setup will terminate if T1 Rev. A1/A2 or VoIP Rev. A1/A2 boards are found. These boards are not supported in OE 4.5. 11. Setup will create a user account for AltiWare services. AltiGen recommends that you do not change the default password. If you still wish to change this, you may enter a password (no longer than 14 characters) for this account and click Next. Software Installation 12. Setup is creating the user account. 13.
To Begin New Installation 14. Setup will use the following disk drives as noted for PostOffice, AltiDB and AltiDB Backup or you may select another local drive. Note: 50 It is recommended that the local drive used should have at least 2GB of free space for PostOffice and 500MB each for AltiDB and AltiDB Backup.
Software Installation 15. Setup allows you to select the components you wish to install. By default, all components are checked, and it is recommended that you do not uncheck any items. Software Installation 16. Click Next to have Setup begin copying the program files.
To Begin New Installation 17. Setup will perform the following: • Install Microsoft Data Access Components • Install AltiWare Services • Register AltiWare COM components • Create program folder and icons • Upgrade AltiWare databases 18. Setup Window will prompt for the Country, System Home Area Code and Extension Length. When finished, click OK.
Software Installation 20. Setup is complete. Reboot the system to finish the installation process Software Installation 21. (Recommended) After rebooting, run the MVIP test program from Start>AltiWare>AltiWare Tools>MVIP test. 22. Use AltiAdmin to register your licenses. Follow the steps for “Online License Registration Procedures” on page 66. If you do not register and activate your licenses, only eight (8) physical ports will be available for use.
Before Upgrade Upgrading AltiWare OE Note: Triton T1 Rev A1/A2 or VoIP Rev A1/A2 boards are not supported in OE 4.5. These boards must be replaced with Rev A3 or later boards. Before Upgrade Before you begin, you’ll need to have the 20-digit software license key located on the back of the End User License Agreement and a System Key. Backup Database OE 4.5 supports direct upgrade from OE 3.5A Patch 4 or OE 4.0 only. If your system is running an earlier release, you first upgrade to OE 3.
Software Installation VoIP Board Upgrade When you upgrade to AltiWare OE 4.5, all 8-port VoIP boards are automatically upgraded to 12-port boards. With a 30-port upgrade license, the 12-port board can be upgraded to a 30-port board (one board upgrade per license). The original ports retain their configurations, but you must configure the new ports if you want to use them.
To Begin Upgrade • On the NT desktop, Open the Control Panel and double-click Services. 2. Highlight AltiGen Switching Service COM Server. 3. Stop the service. If the status column is empty, proceed to the next step. If the status column says Started, double-click the listing to open the Properties dialog box, then click the Stop button followed by the OK button to close the dialog. To Begin Upgrade To complete the upgrade: 1.
Software Installation Setup will retrieve logon information to determine if the user has corresponding privilege. 9. Setup will retrieve system key and install its driver, if applicable. Software Installation 8. WARNING! If the system key is not available, Setup will terminate. 10. Setup will check AltiGen boards on your system. Note: Setup will terminate if T1 Rev. A1/A2 or VoIP Rev. A1/A2 boards are found. These boards are not supported in OE 4.5. 11.
To Begin Upgrade Sub-step 1A: No Registered Licenses - If no licenses are registered, you will see the following Installation Options window.
Software Installation a) Provide the activated license file - if you select this option and click Next, enter the path of the “exctl” file in the License Path page, then click Next to proceed to Step 12. Sub-Step 1B: Partial Registered Licenses - If some of your existing licenses are registered, you will see the following Installation Options window.
To Begin Upgrade You may choose the following options: a) Provide the activated license file - If you select this option and click Next, enter the path of the “exctl” file in the License Path page, then click Next to proceed to Step 12.
Software Installation . 12. Setup will check service status. 13. Setup will create a user account for AltiWare services. AltiGen recommends that you do not change the default password. If you still wish to change this, you may enter a password (no longer than 14 characters) for this account and click Next.
To Begin Upgrade 14. Setup is creating the user account. 15. Setup will use the following disk drives as noted for AltiDB and AltiDB Backup or you may select another local drive. Note: 62 It is recommended that the local drive used should have at least 500MB of free space each for AltiDB and AltiDB Backup.
Software Installation 16. Setup allows you to select the components you wish to install. By default, all components are checked, and it is recommended that you do not uncheck any items. Software Installation 17. Setup will begin copying the program files.
To Begin Upgrade 18. Setup will perform the following: • Install Microsoft Data Access Components • Install AltiWare Services • Register AltiWare COM components • Create program folder and icons • Upgrade AltiWare databases 19. Setup is almost complete. Setup will suggest running MVIP bus test before rebooting. If the MVIP bus test option is checked, the test will begin when you click Finish. You can see the pass or fail information in the MVIP Test Tool test log box.
Software Installation 20. Setup will complete, whether or not the MVIP test passes, if Setup cannot get the results of the MVIP test, or if the MVIP test is skipped. You can restart your computer now or later, then click Finish to end Setup. 22. Reboot the system to finish the upgrade process. License Activation and Registration Process In AltiWare OE, a software license allows you to increase the capacity for the following: • Physical and IP extensions.
License Activation and Registration Process • Sessions. AltiWare OE includes a single session license. You may increase the number of concurrent client sessions by purchasing additional session licenses packages. Each license you enter adds to the previous total. In AltiWare OE 4.5, the Contact Advantage Server license allows you to enable this add-on option for call center features.
Software Installation Click Add License to add the license keys that you wish to add and activate. (License keys are located on the End User License Agreement sent with every License purchase.) 4. In the License Key field of the Add License pop-up window, enter the license key and click OK. Continue adding licenses with the Add License button until all licenses are entered. 5.
License Activation and Registration Process 6. Click the Proceed to Online Registration button. 7. The next web page allows for inputting System and Dealer Installation ID. The System Key field is automatically loaded. (This information is located on the End User License Agreement). In the Dealer Installation ID field, enter the ID number assigned to your Dealer. This information can be obtained by contacting either your local authorized AltiGen Dealer or AltiGen Technical Support.
Software Installation 9. The next web page allows for entering of new License Keys or for adding any additional licenses. AltiWare OE System Administration Manual 69 Software Installation For the Customer Information and Installer Information sections, fill in all fields (required) and click Next when finished.
License Activation and Registration Process Click Add More Keys to add more licenses, or click Next to register these licenses. Note: All keys are case sensitive. 10. The next web page displays the licenses that have been activated and are about to be registered.
Software Installation Software Installation • Approved licenses are indicated by a green check mark and will display a description next to the approved license. • Invalid licenses are indicated by a red X mark. Possible reasons for “invalid” licenses include: a) obsolete licenses (such as unsupported OE 3.5 or 4.0 licenses) b) not enough digits in license number c) wrong license number d) license number registered to another system key You may attempt up to three retries to validate licenses.
License Activation and Registration Process 12. The next web page continues the registration by initiating a product registry program. At the Security Warning prompt, click Yes to install and run the program. If you click No or close this box, the Web Registration will not continue and you must begin the Web Registration process again from Step 5.
Software Installation Setup will create or update an “exctl” file in \altiserv\db\. 14. Return to the AltiWare system. In the License Information window, click the Refresh button. AltiWare OE System Administration Manual 73 Software Installation 13. The final web page displays a verification notice and number, confirming that an email of the registration process results has been sent to the customer and installer. Save the email for future reference. You may close this web page.
License Activation and Registration Process The licenses that have just been validated will appear in the license field, along with an accompanying Registration Key number and Description of the license. 15. Close the License Info window to finish the license registration. Manual Online License Registration Procedure To manually register any license through online registration, (where the local AltiServ system has no Internet connection), follow these steps: 1.
Software Installation Click Add License to add the license keys that you wish to add and activate. (License keys are located on the End User License Agreement sent with every License purchase.) 4. In the License Key field of the Add License pop-up window, enter the license key and click OK. Continue adding licenses with the Add License button until all licenses are entered. 5.
License Activation and Registration Process 7. On the AltiGen Software License Registration web page, click the Proceed to Online Registration. 8. The next web page allows for inputting System and Dealer Installation ID. In the System Key field, enter your System Key (located on the End User License Agreement). In the Dealer Installation ID field, enter the ID number assigned to your Dealer.
Software Installation 9. The next web page allows for inputting of Customer and Installer information. 10. The next web page allows for entering of new License Keys or for adding any additional licenses. AltiWare OE System Administration Manual 77 Software Installation For the Customer Information and Installer Information sections, fill in all fields (required) and click Next when finished.
License Activation and Registration Process Click Add More Keys to add more licenses, or click Next to register these licenses. 11. The next web page displays the licenses that have been activated and are about to be registered.
Software Installation Software Installation • Approved licenses are indicated by a green check mark and will display a description next to the approved license. • Invalid licenses are indicated by a red X mark. Possible reasons for “invalid” licenses include a) obsolete licenses (such as unsupported OE 3.5 or 4.0 licenses) b) not enough digits in license number c) wrong license number d) license number registered to another system key You may attempt up to three retries to validate licenses.
License Activation and Registration Process 13. The next web page continues the registration by initiating a product registry program. 14. At the end of the Web Registration, save the exctl file to a floppy disk. 15. Return to the AltiServ machine. In the License Information window, click the Load button and to load the exctl file from floppy into the AltiServ system.
Software Installation 16. Click Refresh to update the License Information window. Any newly activated licenses through web registration will appear in the license field. Offline Registration Procedures To register licenses through the Web (without AltiAdmin), go to the following web URL: http://registrar.altigen.com/offlineregister/ login.asp. Then follow the online registration process (page 75) beginning with Step 6.
Shutting Down AltiServ when Changing or Adding Hardware To install AltiAdmin on a non-AltiServ PC for the first time: 1. Insert the AltiWare CD-ROM into the appropriate drive. 2. Run SETUP.EXE from the AltiAdmin folder. 3. Follow the instructions on the window. 4. To open AltiWare Administrator, refer to “Running AltiWare Administrator” on page 82. Running AltiWare Administrator To run AltiWare Administrator: 1.
Software Installation 1. Using the AltiAdmin application System Data Management function, backup the AltiServ data, messages, and custom files using the procedures in the chapter on ‘System Data Management.” 2. In AltiAdmin, shutdown the AltiGen Switching Service and exit AltiAdmin, as described in “Shutting Down Switching as a Windows 2000 / NT Service” on page 55. 3. Shut down and power down the Windows 2000 / NT system using the standard Windows shutdown procedure. 4.
AltiWare Uninstall a. Run AltiAdmin and select Services System Data Management to run the data management utility. b. Click the Restore icon to open a dialog that allows you to choose files to restore. c. Make sure all the Component check boxes are selected. d. In the Restore From drop-down list, select the drive and directory to which you backed up the files in Step 1. e. Click OK to start the restore. f. Once the restore is complete, click the Exit icon to exit the data manager. g.
Software Installation Downgrading from AltiWare OE 4.0 to OE 3.5 or lower requires that you restore backed up files from the prior release. Before you begin, you should have backed up all the prior release configuration information as described for installation preparation on page 40. To downgrade, follow these steps: 1. Stop the AltiGen services as described in “Shutting Down Switching as a Windows 2000 / NT Service” on page 55. 2. Uninstall OE AltiWare 4.5 as described on page 84. 3.
Software Installation Troubleshooting Software Installation Troubleshooting Use this table for troubleshooting error messages encountered during software installation. Error Message Solution This version of AltiWare does not support Triton T1 Rev A2 or VoIP Rev A2 boards. Please unplug these boards, then run setup again. Unplug Triton T1 Rev A2 or VoIP Rev A2 boards, then run setup again. Copy activation file failed. Activation file (exctl) is not in the specified folder, is missing, or is corrupted.
Software Installation Solution Setup cannot append the AltiServ path because your existing system environment is too long. You must manually append the AltiServ path to your system environment path after finishing AltiServ’s installation but before restarting your system. You can find the system environment path through Control Panel>System >Environment>path.
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CHAPTER 4 Getting Around AltiAdmin AltiAdmin: the AltiWare OE Administrator This section describes how to configure and administer the AltiServ system using the AltiWare Administrator system application software. AltiWare Administrator, or AltiAdmin, allows you to configure sophisticated switching and messaging functions using windows that guide you through the configuration steps for each feature. AltiAdmin can be used at the AltiServ system or on any other system on the LAN for remote maintenance.
AltiAdmin: the AltiWare OE Administrator The AltiWare Administrator Main Window Once you run the AltiWare Administrator, the first window you see is the AltiWare Administrator main window. Figure 1. AltiWare Administrator main window At the top you see the Main Menu bar and below that, the Quick Access Toolbar. At the bottom is a status bar that contains information on the current runtime status. The main window contains separate child windows, or different views of the system.
Getting Around AltiAdmin The Main Menu The Main Menu functions are as follows: • Services Login and logout, change password, backup and restore functions, and shutdown the switching service. • Management Opens windows to work with boards, trunks, extensions, out call routing, Auto Attendant, MVIP clock, audio peripheral, Quantum Board channels, and IP extension codec and configuration. • Reports System Summary, System Log, and IP Traffic Statistics.
AltiAdmin: the AltiWare OE Administrator Logout and login. Click the light blue monitor at the left to login. When you do, the monitor grays out and the logout monitor at the right turns black. The monitors provide a clear indication of login status. While you’re logged in, anyone at the keyboard can modify system settings. System Configuration. Opens the System Configuration window to set system-wide options and parameters, the same function as Management System Configuration…. Extension Configuration.
Getting Around AltiAdmin The View Windows As noted in “The AltiWare Administrator Main Window” on page 90, the AltiAdmin main window hosts a number of child windows, which are called view windows in AltiWare because they provide various views into the internal system setup and active status. Boards View Window Here is an example of the Boards window. This window displays the AltiServ Quantum or Triton boards hardware status. It displays the card location in the ISA or PCI slots and board model numbers.
The View Windows Extension View Window Here’s an example of an Extension View window, which displays the status of all assigned extensions. Figure 4. Extension View window The radio button to the left of each extension number is green when the extension is idle, and red when the extension is not ready or in use. The Location number (i.e. 01:04) identifies the card ID and port (channel) number on the board. For example, in location 01:04, the card ID is 1 and the port number is 4.
Getting Around AltiAdmin The Reset button resets the selected extension to the idle status. When you click the Reset button, a small dialog box opens, asking if you want to continue with the reset and displays the selected extension number and the name of the person assigned to the extension. You can click the Reset button without selecting an extension, and then type in the extension number for the extension to reset.
The View Windows The radio button to the left of each trunk location is green when the trunk is idle, and red when the extension is not ready or in use. The location format is slot:channel—for example, channel 3 on the board in slot 9 is location 09:03. You can double click any trunk location to open the Trunk Configuration window for the selected trunk. The Reset button resets the selected trunk(s) to the idle status.
Getting Around AltiAdmin Call Log View Window Here’s an example of the Call Log View window, which displays the line and trunk traffic history. Figure 7. Call Log View window The window displays, for the last 30 calls, the caller line or number, the callee, the starting time in 24-hour format and the length of the call. You can select calls and click the Print button to print the selected log entries for the call.
Logging In The information you see, which is for currently active calls, is as follows. The packet and byte data that follows is for data sent or received from other AltiServ systems over the public or private IP network.
Getting Around AltiAdmin To log out, click the Logout icon (second icon from the left of the toolbar), or select Logout from the Services menu. The logout option in the Services menu allows the system administrator to logout of the system. You should always log out after you have completed the administrative or configuration tasks. This will prevent unauthorized persons from accessing the AltiWare configuration functions. AltiWare telephony functions continue to run in the background on the AltiServ.
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CHAPTER 5 System Configuration The System Configuration functions provide for configuring the AltiWare system-wide settings. Access System Configuration by selecting System Configuration... on the Management menu, or by clicking the System Configuration icon. You can then work with the following settings, each of which is accessed by a tab in the System Configuration window.
Setting General Parameters Setting General Parameters The General tab is the default window you see when you open the System Configuration window. You use this window to set the system area code and number, operator extension, country, distinctive ring, conference call, and system park options. To access the General settings, select System Configuration... on the Management menu, or click the System Configuration icon. If the System Configuration window is already open, click the General tab. Figure 1.
System Configuration Parameter Description Manager Extension Type the system manager’s extension number. The system manager has access to system administrator functions. For information on setting up extensions, see Chapter 8, Extension and Workgroup Configuration.
Setting a System Number Plan Parameter Description System Call Park Timeout Ring Back in Allows the user to park a call, then pick up the call from another extension, forward the call, or take some other action. If the call is forgotten or the forward not picked up, the Ring Back time sets the number of minutes a call remains parked before the user’s extension is rung again. To the caller, the call park sounds like being put on hold.
System Configuration Accessing the Number Plan To access the Numbering plan settings, select System Configuration... on the Management menu, then click the Number Plan tab. Figure 2. Number Plan window, System Configuration Use the Number Plan window to specify the following parameters: Parameter Description Extension Length The number of digits for your extension numbering system. Valid entries are from 3–6. For example, extension 2001 and 4020 are 4-digit extension numbers.
Setting a System Number Plan Parameter Description DID Number Length The number of digits needed to match a DID (Direct Inward Dialing) number, with a range of 2 - 16. Each extension can be assigned a DID number. A DID number does not have a fixed length. For example, the DID number length is 4; the extension DID number - 2529299. 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).
System Configuration Trunk Access Usually, 9 is used as the analog or PSTN trunk access code, and AltiWare uses 9 as the default for trunk access. You can keep that configuration and assign other digits such as 7 or 8 to Route Access and IP trunk access, or you can change it. There are no defaults for IP trunk or Route Access. IP Trunk Access Only one IP trunk access option is allowed per AltiWare system. It is highly recommended that the same IP trunk access code (e.g.
Setting Business Hours Setting Business Hours The Business Hours tab contains group boxes for setting the business hours and days of the week for which the business or organization is in operation. The business hours schedules are used to set other AltiWare settings such as trunk usage or routing DNIS calls to different extensions depending on the time and day.
System Configuration Set the business schedule parameters as follows: Parameter Description Work Day Select the days of the week on which the company does business. For example, if the company does business Monday – Friday, the check boxes for those days should show check marks. AM and PM Schedules For each day of the week, select the time periods during which the company is available for business. The time between the AM and PM times can be used to indicate a lunch break or time between shifts.
Routing Calls on Holidays To access Holiday Routing settings, select System Configuration... on the Management menu, then click the Holiday tab. Figure 4. Holiday window, System Configuration Set holiday routing as follows: 1. Click Add to create a new holiday. In the popup that displays, select a date from the dropdown and enter a description to identify the holiday. 2. Set call routing for “normal” holiday hours using the field group in the upper half of the Holiday window.
System Configuration Configuring System Speed Dialing You can set up to 60 system speed dial numbers. The numbers available are from 00 – 59, used following the system speed dial access code, #88. Speed dial settings for individual extensions are set in Extension Configuration. (See “Setting up Station Speed Dialing” on page 210.) To access the Speed Dialing settings, select System Configuration... on the Management menu, then click the System Speed tab. Figure 5.
Defining System Call Restrictions Editing Speed Dial Entries To add or edit an entry, double-click the Station ID number you want to work with, or select the number and click Edit. A dialog box appears: Type in the full number as you would dial it, with a maximum of 20 digits per entry. For example, the phone number 914085551212 comprises of 9 (trunk access code), 1 (long distance prefix), followed by 408 (area code), and finally the seven digit telephone number.
System Configuration Note: The dialing restrictions set here are one of three ways of blocking calls. See “About Restricting Outgoing Calls” on page 233 for a discussion of the uses of the different functions. To access call restriction setup, select System Configuration... on the Management menu, then click the Call Restriction tab. Figure 6.
Defining System Call Restrictions Setting Toll Call Prefixes AltiWare uses the Toll Call Prefixes to determine the type of outside call and imposes restrictions when necessary. For example, if the international toll call prefix is 011 and a user attempts to make an international call from an extension without international call privileges, the call will be terminated as soon as the user dials 011 after the trunk or route access number. The caller hears an error tone.
System Configuration Enabling Hop Off for Tie Trunks When selected, this function allows calls over T1 tie trunks to use PSTN trunks or other servers, when those trunks have been configured to accept tie-trunk calls. For Hop Off to work, it must be enabled on all AltiServ systems on which trunk calls are able to be used as a transit switch.
Creating Account Codes To access the Account Code window, select System Configuration... on the Management menu, then click the Account Code tab. Figure 8. Account Code window, System Configuration Adding and Deleting Account Codes To create an account/code association, click Add. Enter an Account Name and Account Code in the dialog box that appears. • The Account Code may contain 1-10 digits. • You can assign the same Account Code to different Account Names.
System Configuration Setting up Call Reports You can set up call reporting if AltiWare and AltiAdmin are installed on the same server. In AltiWare OE Release 4.5, call reporting distinguishes between call detail data, which records every call made to, out of, and within the AltiServ system, and RTM data, which is workgroup-related statistical data captured from the real-time monitoring function used in the AltiSupervisor client application.
Setting up Call Reports To set up Call Reports, select System Configuration... on the Management menu, then click the Call Reports tab. Figure 9.
System Configuration Internal (Local) Logging of Call Data Data To enable CDR collection to the local drive, select Internal CDR log MDB and click the Config button. A dialog box appears. Figure 10. Enable local call data logging To enable RTM data collection to the local drive, select Internal RTM data - MDB and click the Config button. A dialog box appears. System Configuration System Configuration Figure 11.
Setting up Call Reports : Parameter Description Enable Check to enable internal (local) logging of call data. Retain Records Select the number of days to retain records. This can be any number of days from 1–365. Save data every (RTM Statistics only) Specifies how often to save workgroup call data from the real-time monitor.
System Configuration Backup files are dated and renewed according to the following schedule, regardless of when you actually make the Renew selection.
Setting up Call Reports To enable CDR collection to the local drive, select External CDR log, and click the Config button. A dialog box appears. Figure 12. Enable external call data logging : Parameter Description Enable Check to enable external (remote) logging of call data. Server Address Enter server’s IP address. Altigen External Server Select to use AltiGen’s implementation of the Microsoft SQL database. Third Party External Server Select to export the data to a third party application.
System Configuration To enable RTM data collection to the local drive, select External RTM log, and click the Config button. A dialog box appears. Figure 13. Enable external RTM data logging : Parameter Description Enable Check to enable external (remote) logging of call data. Server Address Enter server’s IP address. Altigen External Server Select to use AltiGen’s implementation of the Microsoft SQL database. Third Party External Server Select to export the data to a third party application.
Managing Messages Managing Messages The Messaging function provides for setting basic parameters and options for messaging, including message notification retry attempts, deletion confirmation options, the length of time for message storage, message recording length, and email activation and usage. To access Messaging setup, select System Configuration... on the Management menu, then click the Messaging tab. : Figure 14.
System Configuration Setting Message Notification Retries When a message is sent to a user’s email in-box or voice mailbox and outcall notification is configured, notification is sent to the user. You can set the retry setting for the notification as follows: Parameter Description Maximum Retry Count Can be between 0 and 16. This is the number of times the system will try to deliver a voice message notification after the original attempt.
Managing Messages Setting Message Recording Options Set message recording parameters: Parameter Description Minimum Recording Sets the minimum length in seconds for any recording (i.e., incoming voice mail message, personal greeting, system prompts). This can be from 1–5 seconds, or 0, which means no minimum. All recordings that are shorter than the designated Minimum Recording length are deleted.
System Configuration Setting E-mail Messaging Options To use the AltiWare email services, configure the following settings. Parameter Description Enable SMTP/POP3 E-Mail Service. Selected, this enables incoming and outgoing mail services on AltiServ—Simple Mail Transfer Protocol (SMTP) and Post Office Protocol (POP). Allow Inbound Internet Mail. This check box option is activated and selected by default if you enable the SMTP/POP E-Mail Service.
Setting Area Code Toll Definitions • 10 Digit Dialing. Local calls that require dialing area codes but do not require dialing 1 first. • 1 + 10 Digit Dialing. Calls within the home area code that require 1 + Area Code + Number. Accessing Area Codes Setup To access the Area Code window, select System Configuration... on the Management menu, then click the Area Codes tab. : Figure 15.
System Configuration You can type an area code alone, or an area code + prefix if needed. When you type the area code and prefix, optionally you can connect them with a single hyphen—for example, 510-487, or 212-677. The optional hyphen is for your convenience and readability. Using the same examples, 510487 and 212677 are also valid entries.
Defining an IP Dialing Table Use Caution Before Changing the Dialing Length The dialing length can be changed without having to re-install or re-start AltiWare IP. However, if this number is changed, the location IDs are all altered—so that it is advisable to keep the original length if it works well. If you increase the location ID length, the number 0 is added to the front of the location IDs. For example, if you change the length from 2 to 3, location IDs 02 and 27 will become 002 and 027 respectively.
System Configuration Setting the Location ID Digit Length Set the length in the Location ID Digit Length drop-down list, noting the discussion about the length in the previous section. Defining Remote Locations To add a location, click the Add button to open an entry dialog box: Define the attributes for the entry: Parameter Description Location ID A unique dialing number to connect to the remote location.
Configuring DNIS Routing Parameter Description Remote Ext. Length The length of extension digits at the remote location. Valid entries are None - 7, with “None” meaning not specified. Specifying the remote extension length is optional but highly recommended, since this information tells the system how long to wait for another entry before outpulsing (sending the digits).
System Configuration To access DNIS routing, select System Configuration... on the Management menu, then click the DNIS tab. Figure 17. DNIS window, System Configuration 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.
Using a Tenant Table Defining the Routing After adding an entry, you define it by first selecting it in the list. When you select an entry, its name and other defined attributes, if any, appear in the options at the right of the window. You can edit any of these attributes.
System Configuration To access the Tenants window, select System Configuration... on the Management menu, then click the Tenants tab. Figure 18. Tenant window, System Configuration Configuring the Tenant Table Configuring the tenant table involves first adding entries to the tenant list, then using Extension Configuration and Trunk Configuration to assign extensions and trunks, respectively, to tenant IDs. 1. In the Tenant window, click the Add button to open a small Tenant Configuration dialog box.
Using a Tenant Table To assign extensions to tenant IDs: 1. Select Extension Configuration... on the Management menu to open the Extension Configuration General window. 2. For each extension you want to assign to a tenant ID: a. In the Extension list, select and highlight the extension you want to assign to a tenant ID. Each extension can be assigned to only one tenant ID. b. Select a tenant ID in the Tenant drop-down list under Personal Information, then click Apply. 3.
System Configuration To change the extension-to-tenant ID assignment: Open the Extension Configuration General window, as discussed in the steps on the previous section under “To assign extensions to tenant IDs:,” and use the Tenant drop-down list to change the tenant ID assigned to any extension. If a tenant ID is already assigned, you must change or remove the assignment from the old extension before you can assign it to a new one.
Creating Distribution Lists Figure 19. Distribution List window, System Configuration Defining a Distribution List 1. In the Distribution List window, select an ID (0 – 99) in the System Distribution List ID drop-down list. The list name, if any, now appears in the Name box; the members of the list are now displayed in the Member box, and other available extensions are displayed in the Non-Member box. 2. To give the list a name or change the existing name, type a descriptive name into the Name box.
System Configuration Setting Logout Reason Codes In a workgroup environment, logout reason codes allow agents to specify why they are signing off from the workgroup, and the manager can view that information. If logout reasons are required, the system requests a reason at logout from the phone set and from the AltiAgent application. The Logout Reason window allows you to enable or disable the required entry of a logout reason, and it provides for defining up to 20 reason codes.
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Board Configuration Board attributes and functions are accessible in the Boards window in the AltiWare desktop. Figure 1. Board window For the board you want to configure, double click the board’s icon in the Boards window to open the Board Configuration window. Important: To implement some board configuration changes, you must shutdown and restart AltiGen Switching Services by first choosing Shutdown Switching on the Services menu, which also closes AltiAdmin, and then restarting AltiAdmin.
Using the Triton Resource Board Using the Triton Resource Board The Triton Resource Board is a PCI bus telephony board that provides the ability for one extension to monitor other extensions (as set up in the Extension Configuration Monitor List, discussed in “Setting Up Monitor Lists” on page 229), and the barge-in ability. The Resource Board requires no complex configuration; you install it and run it. The Board ID must be the range of 0 to 15, and each AltiServ system supports a maximum of 2 boards.
Board Configuration Parameter Description Board Info Board Logical ID: assigned by AltiServ. Board Name: the type of board installed in the system and board ID. Note: For Quantum boards in a Windows 2000 system: • the physical board ID 0 is not supported • the valid physical board IDs are 1–15 Channel Mapping List Logical Channel, Physical Span, and Physical Channel for the entire board. To reset the channel, select the channel to reset and click the Reset Channel button, then click OK.
Configuring the Triton Analog Station Board Parameter Description Reset Board Resets the board, after you confirm by accepting a warning that resetting a board will disconnect all calls in progress on that board. Important: Be sure to inform all users before resetting a board. Configuring the Triton Analog Station Board Double click the board’s icon in the Boards window to open the Board Configuration window. Figure 4.
Board Configuration Description Channel Mapping List Shows the board Logical Channel, Physical Span, and Physical Channel. To reinitialize channels, select the channel to reset and click the Reset Channel button, then click OK. Note: This is informational only and cannot be edited. Note: Double clicking a channel in this window invokes a channel configuration window. Refer to the Line Properties button in Extension Configuration. See “Triton Analog Station Line Properties” on page 201.
Configuring the Triton Analog Trunk LS/GS and LS Boards Double click the board’s icon in the Boards window (see Figure 1) to open the Board Configuration window. Figure 5. Board Configuration window (Triton Analog Trunk) The Board Configuration window contains the following attributes: Parameter Description Board Info Group Board Logical ID: assigned by AltiServ Board Name: the type of board installed in the system and board ID. Note: This is informational only and cannot be edited.
Board Configuration Description Board Configuration Displays the board’s serial number. Reset Board Resets the board, after you confirm resetting by accepting a warning. Important: Resetting a board will disconnect all calls in progress on that board! Be sure to inform all users before resetting a board.
Configuring the Triton VoIP Board PCI Plug and Play Triton VoIP boards fit into standard PCI slots. Once installed, it is recognized by AltiWare OE and appears on the Boards window of AltiWare Administrator. Device Driver A kernel mode device driver is implemented for the Triton VoIP board. The device driver provides access to resources on the Triton VoIP board to applications. Port Specifications See Chapter 2, System Limitations, for limitations on configuring Triton VoIP boards and ports.
Board Configuration The Jitter Buffer should be adjusted according to the bandwidth allocated to data traffic. For example, a long Ethernet packet (approximately 1500 bytes) traversing through a WAN, which is allocated with 256 kbps of data traffic bandwidth, will take about 50 milliseconds. The Jitter Buffer value should be set to this WAN link transmission delay plus the typical network jitter delay.
Configuring the Triton VoIP Board Network Using NAT If you plan to connect to your AltiServ system via the Internet and your router or Internet access provider is using Network Address Translation (NAT), please ensure that your NAT implementation supports H.323. • You are probably using NAT if both of the following conditions apply: — Your AltiServ server's IP address matches any of the following numbers (where x is any number from 0-255): • 10.x.x.x • 172.16.x.x to 172.32.x.x • 192.168.x.
Board Configuration Two or more AltiServ systems can be networked together to provide extension-to-extension connections via IP trunk calls. Users may dial a remote AltiServ’s auto attendant or direct dial to an extension, without having to dial out through the PSTN. A diagram illustrating a multiple AltiServ-to-AltiServ connection is provided below and is referred to as an example throughout the configuration instructions below. Figure 6.
Configuring the Triton VoIP Board the Number of Dialed Digits to “None.” Refer to “Defining the IP Dialing Table” on page 130. 5. Set the VoIP codecs so that servers use the same codec. See “Setting VoIP Codecs” on page 197. 6. Repeat steps 1 through 5 for all local and remote AltiServ systems that are to be networked via tie-trunk line connection. This completes the AltiServ-to-AltiServ network connection.
Board Configuration Troubleshooting—Common Symptoms and Solutions The following are some of the most common problems you may encounter and a list of steps to troubleshoot and resolve these problems. Poor Voice Quality When voice quality is poor, try the following: 1. Perform a Loop-Back Test. Call yourself by dialing out and dialing back into yourself. If you don’t have any problems performing this test, the problem is most likely in the network or at the remote site. 2.
Configuring the Triton T1/PRI Board protocol for real-time applications used to transport packetized voice packets over the IP network. 5. Check the AltiWare IP Dialing Table for Dialed Digits Length. Refer to “Defining an IP Dialing Table” on page 129. 6. Check if Called Extension is a Workgroup or has Multiple Call Waiting Enabled. When the called party is a workgroup pilot number or has Multiple Call Waiting enabled, the caller is placed on hold and hears ringback or music.
Board Configuration Service Parameters for T1 To subscribe to T1 service, certain parameters are required to establish service. The information provided below identifies the recommended and supported parameters for T1 service. T1 Service Request Information When ordering T1 service, provide the following service request information: Equipment Information Product Manufacturer - AltiGen Communications, Inc.
Configuring the Triton T1/PRI Board DNIS, Caller ID - DTMF (Dual Tone Multi-Frequency) Physical Termination - RJ-48X or RJ-48C Wire: 4 wires 800 Service: you decide Termination Impedance - 100 ohms Type of Registered Services Provided BN 1.544 Mbps SF without power DN 1.544 Mbps SF B8ZS without power 1KN 1.544 Mbps ANSI ESF without power 1SN 1.544 Mbps ANSI ESF, B8ZS without power (recommended) Service Order Code SOC 6.0P AS.
Board Configuration Board Configuration PRI Service Request Information When ordering PRI service, provide the following service request information: Equipment Information Product Manufacturer - AltiGen Communications, Inc.
Configuring the Triton T1/PRI Board DNIS Digits: can be 3 to 10 digits CSU/DSU Requirements The CSU (channel service unit) is a device used to connect a digital trunk line coming in from the phone company to the PBX. A CSU can terminate signals, repeat signals, and respond to loopback commands sent from the central office. Board Configuration Double click the board’s icon in the Boards window (see Figure 1) to open the Board Configuration window. Figure 8.
Board Configuration Board Configuration Figure 9. Triton T1 Configuration dialog box This dialog box displays the board serial number and allows you to reconfigure the Clock Frequency, Digit Duration, and the Firmware File Name. • The Span Info window displays the Total Number of Spans on the board and the status of the span in the Span Info window. To reset the span, click the Reset Span button.
Configuring the Triton T1/PRI Board Triton T1 Configuration - Triton T1/PRI Dialog Box Double clicking the span line for a Triton T1 board in the Span Info window invokes a T1/PRI Configuration dialog box. Figure 10. Triton T1/PRI Configuration dialog box Reading the Status Messages If the span is working, the Status line displays OK. This status line is updated every 3 seconds. If there is an error, a message is displayed.
Board Configuration Error Message Meaning Action HDLC Failure - NO HDLC FRAMES HDLC = High level Data Link Control. No HDLC framing is detected on the selected D Channel. This is a PRI-specific issue. Check with CO on D Channel usage for possible mismatch between your selection of D channel and CO’s selection. OR CO may have locked D Channel. Contact CO to unlock. Line Failure - NO SIGNAL (ALOS) ALOS = Analog Loss of Signal Check T1/PRI cable and change if necessary.
Configuring the Triton T1/PRI Board Table 1: Span Status Error Messages Error Message Meaning Action Setup Failure - RED ALARM (LCV) LCV = Line Code Violation Check the MVIP bus master setting. OR Have CO perform a line test to check for a faulty cable or line. Setup Failure - RED ALARM (OOF) OOF = Out of Frame. Excessive frame errors. Check the MVIP bus master setting. OR Have CO perform a line test to check for a faulty cable or line.
Board Configuration 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. Note: For ideally synchronized systems, Transmit and Receive Frame Slips counters should be ‘0.’ Continuous update of the frame slips counters means that transmit and receive frequencies are not equal. In this case, you should check the system and MVIP clock setup.
Configuring the Triton T1/PRI Board T1 Clocking Depending on the configuration of the T1 boards and span for your AltiServ system(s), the System Clock Master setup should be set according to the follow conditions: • If all of the T1 boards are connected to an FXO (Foreign Exchange Office) or CO, the System Clock Master check box must NOT be checked for any of the T1 boards.
Board Configuration Use the T1/PRI Configuration button (see Figure 10) to invoke the T1/ PRI Configuration window. The Triton T1/PRI Board can be configured to either T1 or ISDN PRI through the configuration options within the window. Note: In a tie-trunk configuration, set the trunks to “Out of Service” before changing the trunk type from T1 to PRI or vice versa. Otherwise, the system will generate garbage call records to your internal or external logger service.
Configuring the Triton T1/PRI Board Setting the ISDN PRI Switch Mode If you select a Span Type of Regular ISDN PRI or Custom ISDN PRI in the T1/PRI Configuration Window, use the following guidelines to set the ISDN PRI Switch mode. Figure 12.
Board Configuration • CAS - select this option to associate all channels on the span to channel associated signaling. • Regular ISDN PRI - select this option to indicate 23B+D ISDN PRI span and to designate the last channel as the D channel. • Custom ISDN PRI - select this option to set the D channel to the desired location. For future use: The following two settings will be used in conjunction with the Custom ISDN PRI setting in a future release: — Set the D Channel using the drop-down list.
Configuring the Triton T1/PRI Board Configuring an ISDN Numbering Plan The ISDN Numbering Plan button invokes the PRI ISDN Numbering Plan dialog box. This function allows you to select how AltiServ will identify and code the Called Number for six different types of calls. This coding instructs the CO on how to interpret the number being sent to it. . Figure 13.
Board Configuration • Type of Number: — Unknown — International — National — Network Specific — Subscriber Number • Numbering Plan: — Unknown — ISDN — National — Private The setting ‘Unknown’ is used when the user or network has no knowledge of the numbering plan. In this case, the number digits field is organized according to the network dialing plan. Setting the NSF The NSF (Network-Specific Facilities) is used with PRI to instruct the CO to route a call to a specific carrier or long distance service.
Configuring the Triton T1/PRI Board Select one of the following TEI settings: • Default setting - this is the recommended setting. • Manually set to - should always be set to 0. Typically, a zero (0) is used for TEI on a PRI connection. In some cases where a shared D channel is used, other TEI values might be required to identify which span will be used for a call. • Assigned by CO switch - do not use this setting unless advised by your CO.
CHAPTER 7 Trunk Configuration Trunks that are out of service are automatically tested by the system every 15 seconds. Once the situation is corrected, the trunk will be brought back to service automatically. If none of the trunks are available when an outside call is placed, the caller will hear the system prompt: “All outside lines are busy, please try again later.
However you open the Trunk Configuration window, the General window appears. Figure 2. General window, Trunk Configuration Selecting Trunks to Set Attributes The title bar of the Trunk Configuration window displays the card and the channel of the selected trunk. The list on the left shows all the configured trunks. The location format is the same as in the Trunk View window, that is, slot:channel—for example, channel 15 on the board in slot 1 is location 01:15.
Trunk Configuration Configuring One or Multiple Trunks Setting General Trunk Attributes Select the channel to view its current attributes, as discussed in the previous section. You can then set or change the following attributes. If an option is grayed out, it is not available for that type of trunk: Attribute Description Access Code Access code to the selected trunk.
Setting General Trunk Attributes Attribute Description Direction The trunk direction can be Outgoing only, Incoming only, Both Outgoing and Incoming, or for Paging. Outgoing and Both are not available on an analog Quantum DID trunk, which is an Incoming trunk. The Both option is the system default. Note: When incoming calls are received on an Outgoing only trunk, they are immediately disconnected. Paging is only available for analog (CO) trunks and is used for paging or broadcasting purposes.
Trunk Configuration Description Description Descriptive information such as the company name for the assigned Phone Number, or appropriate agency if this trunk provides 911 access. Trunk Dialing Scheme Overlap or En-bloc dialing. • Overlap allows the terminal to omit part of the digits required to complete a call, while the remaining digits are buffered. Use Overlap Dialing for analog trunks and for T1 (robbed bit) for best results.
Setting General Trunk Attributes Attribute Description Trunk Properties Opens a dialog box that allows you to configure lowlevel, hardware-specific properties for each trunk. The options vary depending on the type of board and trunk; this is discussed in subsequent sections.
Trunk Configuration Quantum Trunk General Configuration Parameter Description Interface Type Select from: • Loop Start • DID (Wink Start)—available only if the selected trunk is a DID trunk Impedance The resistance of electrical current to alternating current, measured in OHMs. Impedance occurs when power or signal is transferred from one circuit to another.
Setting General Trunk Attributes Parameter Description Trunk Seizure Confirmation Select from: • Enable Dial Tone Detection (Outgoing)— detection of outgoing dial tone. • Enable Polarity Detection (Incoming)— detection of incoming polarity. Polarity detection is used when the CO or the connected PBX provides polarity reversal on the tip and ring. Disconnect Supervision Select from: • Tone—busy tone (reorder tone, fast busy tone, error tone, etc.) or dial tone (continuous tone, etc.).
Trunk Configuration Triton Analog Trunk LS/GS and LS Properties To configure a Triton Analog Trunk LS/GS or LS channel, select a Triton Analog Trunk channel from the trunk channels list in the Trunk Configuration window, then click the Trunk Properties button or doubleclick the list entry to view the Configuration dialog box. Trunk Configuration Figure 4. Triton Analog Trunk Properties window Note that you can use Apply to… on this dialog box to apply changes to other trunks of the same type.
Setting General Trunk Attributes Parameter Description Impedance The resistance of electrical current to alternating current, measured in OHMs. Impedance occurs when power or signal is transferred from one circuit to another. The setting options are: • 600 OHMs (domestic setting) • 900 OHMs (international setting, depending on the country) • External Incoming Ring Type Can be single or double. Enable Caller ID Receiving Select this checkbox to receive caller ID digits.
Trunk Configuration Triton VoIP Trunk Configuration To configure a Triton VoIP channel, select a Triton VoIP channel from the trunk channels list in the Trunk Configuration window, then click the Trunk Properties button or double-click the list entry to view the Triton VoIP Trunk Line Configuration dialog box. Trunk Configuration Figure 5.
Setting General Trunk Attributes The primary configuration for the Triton VoIP is the H.323 Configuration, with the following settings: Parameter Description G.711 Enable Provides toll quality digital voice encoding and is not configurable—that is, you cannot deselect it. It guarantees interoperability when other voice compression (e.g. G.723.1) is not available or when better voice quality is desired. G.723.
Trunk Configuration Parameter Description Type Lets you select between a 12-port G.723.1 configuration and a 30-port G.711 configuration. This is available only with the 12-port board and 30port upgrade license. Click the Debug button in the Triton VoIP Configuration dialog box(see Figure 5)to open a small dialog box for typing and sending a debug string.
Setting General Trunk Attributes The following are the parameters for the Triton T1 Configuration dialog box: Parameter Description T1 robbed-bit signaling Protocol You can set Protocol to one of the following: • E&M Wink Start (default) • E&M Immediate Start • Ground Start • Loop Start For signaling from one board to another, only FXS (Foreign Exchange Subscriber) is supported. Loop Start and Ground Start protocols cannot be used for interfacing between two boards.
Trunk Configuration Parameter Description Incoming sequence Select up to five incoming symbols to collect from the Caller ID or DID digits: • None • # • # or * • Caller ID • DID/DNIS Selecting ‘None’ in any field of the sequence will terminate the sequence and automatically disable subsequent entries in the sequence. The default sequence is # or * (and then) Caller ID (and then) # or * (and then) DID/DNIS Or Sets up an additional, alternative sequence.
Setting General Trunk Attributes Caller ID and DID Incoming Sequence Example The following is an example of a Caller ID and DID/DNIS incoming sequence window. Figure 7. Incoming Sequence window When a call comes in, the system tries to match the incoming sequence to either the first or second Incoming Sequence Digit String sequence. If no match is found, no Caller ID or DID digits will be collected. • The system waits 3 seconds for the first digit to arrive.
Trunk Configuration Incoming Call Routing To set incoming call routing for a trunk, select the trunk in the General window, then click the In Call Routing tab in the Trunk Configuration window to display the In Call Routing window. The trunk location appears in the title bar. Trunk Configuration Figure 8.
Outgoing Call Blocking Outgoing Call Blocking To set outgoing call blocking for a trunk, select the trunk in the General window, then click the Out Call Blocking tab in the Trunk Configuration window to display the Out Call Blocking window with the selected trunk location in the title bar. Figure 9.
CHAPTER 8 Extension and Workgroup Configuration There are three types of extensions: Physical Extensions are associated with a physical port and device, usually a telephone set. This is what most users think of as an extension. • Virtual Extensions 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.
• Notification—preferences and options for voice mail notifications. • Restrictions—extension out-call restrictions. • Answering—call forwarding, call waiting, and call handling preferences and options. • One Number Access—special handling for designated VIP calls. • Monitor List—extension rights to monitor other extension calls. Three Configuration Windows in One Certain configuration functions apply only to physical extensions—for example, configuring the physical line.
Extension and Workgroup Configuration The Apply To… button is disabled unless there is a change that can be applied to multiple extensions, and when you use it to apply changes to multiple extensions, it works on only those changed attributes that can be applied. For example, if you use Apply To… on the General window after you changed the person’s name, you do not re-assign the same name to others, because the name is not an attribute that uses Apply to….
Setting up Extensions : Figure 1. General window, Extension Configuration Adding New Extensions To add a new extension: 1. Click the Add button in the General window. The Add New Extension dialog box opens. Figure 2.
Extension and Workgroup Configuration 2. Type in an Extension Number. The number must begin with a number assigned to be used for extension, and it must be the length assigned to extensions, both of which are set in the Number Plan in System Configuration as described in “Setting a System Number Plan” on page 104. 3. Select the Type of extension from the three options, Physical, Virtual, or Workgroup Pilot. Note: See the discussion of the different extension types on page 189.
Setting up Extensions A valid password cannot be the same as its extension number and must be 4–8 digits (numbers or letters A–Z) in length. Basic password patterns, such as repeated digits (1111), consecutive digit strings (1234), or digits that match the extension (Ext. 101 using 1012, 9101, 10101, etc.) are not allowed.
Extension and Workgroup Configuration • Description—Optional descriptive information such as cubicle number or job title. Forced Account Code These settings determine how callers use any account codes you have established when making outgoing trunk calls. For information on creating account/code associations, see “Creating Account Codes” on page 115. Enable Forced Account Code—selected, forces the user to enter an account code.
Setting up Extensions Changing the Extension Location or Type Changing the Type The type of extension is set when you create the extension: physical, virtual or workstation pilot, described on page 189. After you create the extension, the type is displayed as a Type radio button list in the General window.
Extension and Workgroup Configuration Important: If you enter the server’s IP address as the Logon, IP trunk calls from another AltiServ system will receive a dial tone rather than the Auto Attendant. From the dial tone, callers can dial extension numbers on this system. • Using dynamic IP addressing, the IP extension can log in from any IP address. However, the IP extensions must always log in via the Auto Attendant and log into voice mail to activate the IP extension.
Setting up Extensions Figure 3. VoIP Codec Configuration window Parameter Description Static IP Extensions Lists IP extensions with static IP addressing you have created in the Extension Configuration window Servers Lists other AltiServ servers you have entered in the IP Dialing Table window, which have AltiServ-toAltiServ connections to your server G711 IP Ranges Lists the G.
Extension and Workgroup Configuration To set the codec for a connection to another AltiServ server: 1. Select the server in the Servers list. 2. In the drop-down below the list, select the codec to use for a connection to this server. Note: AltiServ-to-AltiServ IP connections between systems using OE 4.5 must use the same codec. To set ranges and values for dynamic IP addressing: 1. In the G711 IP Ranges list, click the Add button. The Add IP Codec Setting dialog appears.
Setting up Extensions While the IP extension is logged in, the user can activate the physical extension on a phone using the #27 feature code. This logs off the IP extension. Setting the Line Properties For a physical extension, you can configure hardware options on the board port used for the extensions. To do so, select the extension number in the list of extensions, then click the Line Properties button to open a dialog box that is specific to the board using for the extension.
Extension and Workgroup Configuration Configure the following hardware extension-specific features: Parameter Description Message Waiting Signal Type Type of Message Waiting indicator for the phone set: • None. • Voltage—voltage-based indicator. • FSK—Frequency Shift Keying indicator. • Tone—tone-based indicator.
Setting up Extensions You can also access this window by double-clicking a span in Channel Mapping List of the Triton Analog Station Board configuration window. Figure 6.
Extension and Workgroup Configuration Configure the following hardware extension-specific features: Parameter Description Message Waiting Signal Type FSK or None. Caller ID Signal Format SDMF, MDMF, or None. Line Disconnect Signal The loop break desired for answering supervision, either 200 or 600 ms. Note: If the extension uses a 390 phone with Intercom service, set this to 750 ms. Select the frequency in Hz that is necessary for the equipment attached to this line.
Establishing Workgroup Membership • The first step is creating a workgroup pilot number, a type of logical extension, as discussed under “Setting up Extensions” on page 191. • Once the workgroup pilot number is created, you can use the Answering window of Extension Configuration to establish call answering options—for example, ringing the first available group member, ringing the longest idle member, and so forth—as well as NoAnswering and other options.
Extension and Workgroup Configuration Adding Extensions to Workgroups To add extensions to a workgroup, select the workgroup pilot number in the list of extensions in the General window, then click the Workgroup tab. The workgroup pilot number appears in the window title bar. Extension and Workgroup Configuration Figure 7. Workgroup view of Workgroup window, Extension Configuration Adding or Removing Members To add extension(s) to the selected workgroup: 1.
Establishing Workgroup Membership To remove extension(s) from a workgroup: 1. Click the extension number(s) in the Member list. 2. Click Remove to move them to the Not Member list. Setting the Audio Peripheral Options In the Workgroup view of the Workgroup window, you can also set audio peripheral options—which greetings and updates to use, and so forth. For each workgroup you can either use the system default audio peripheral configuration or you can set up a custom configuration.
Extension and Workgroup Configuration Workgroup Ring No Answer Handling In the Workgroup view of the Workgroup window, you can also set options for RNA handling for an entire workgroup. If an incoming call encounters RNA for every agent in the workgroup, the call will be forwarded according to these settings. If you do not set options here, the call will go to the workgroup’s voicemail after ringing all agents.
Establishing Workgroup Membership To open the Extension view of the Workgroup window: 1. Select the Virtual or Physical extension number in the list of extensions in the General window. 2. Click the Workgroup tab. The Extension view of the Workgroup window opens, with the extension number appearing in the window title bar. Figure 8.
Extension and Workgroup Configuration To remove workgroups assigned to a physical or virtual extension: 1. Click the workgroup pilot number(s) in the Member list. 2. Click the Remove button to move them to the Not Member list. Setting Wrapup Time In the Extension view, you can set the Wrapup Time for the selected physical extension. This option doesn’t appear for a virtual extension.
Setting up Station Speed Dialing To set the extension Inter Call Delay time: 1. Check the Inter Call Delay box. 2. Using the drop-down lists, select the seconds for the delay. The default is 15 seconds. Setting an Outgoing Workgroup In the Extension view, you can assign an agent to an outgoing workgroup, which is useful for call detail reporting and workgroup statistics. All calls made by the agent while they are logged in to the workgroup will be tracked as calls from the workgroup.
Extension and Workgroup Configuration To work with Speed Dialing settings, select the extension number you want to work with from the list in the Extension Configuration General window, then click the Station Speed tab. Extension and Workgroup Configuration Figure 9. Station Speed Dialing window, Extension Configuration Editing Speed Dial Entries To add or edit an entry: 1. Double-click the Station ID number you want to work with, or select the number and click Edit. A dialog box appears: 2.
Setting the Mailbox Options comprises of 9 (trunk access code), 1 (long distance prefix), followed by 408 (area code), and finally the seven digit telephone number. Valid digits include 0 through 9, #, *, and (,) comma. The comma represents a one (1) second pause. Note: You can use Apply to… to apply speed dialing numbers to one, some, or all physical extensions. See “Apply or Apply To…?” on page 190 for more information on using Apply to….
Extension and Workgroup Configuration To work with mailbox settings, select the extension number you want to work with from the list in the Extension Configuration General window, then click the Mailbox Setting tab to open the Mailbox Setting window. Extension and Workgroup Configuration Figure 10. Note: Mailbox Setting window, Extension Configuration You can use Apply to… to apply mailbox settings to one, some, or all extensions.
Setting the Mailbox Options Disabling a Mailbox When you disable a mailbox, the normal greeting is played but callers cannot leave messages. Synchronizing with Exchange Server If your system is set up to synchronize with an Exchange Server, you can select this check box to enable synchronization for voice mails. See “Setting E-mail Messaging Options” on page 127, and “Setting up an Exchange Server” on page 276.
Extension and Workgroup Configuration Setting Mailbox Capacities You can set various mailbox capacities with the following options: Description Max Number of Messages Maximum number of messages stored in the user’s mailbox. The range is 1–999, defaulting to 100. Mailbox Size Mailbox size in MBs of stored messages. The range is 1–500 MB, with a default of 50. Max Message Length Maximum length of voice messages in minutes. The range is 1–30 minutes, with a default of 5 minutes.
Setting Message Notification Options Figure 11. Notification window, Extension Configuration Individual users can also configure Message Notification within the AltiGen Voice Mail System. Note: You can use Apply to… to apply notification settings to one, some, or all extensions. See “Apply or Apply To…?” on page 190 for more information on using Apply to….
Extension and Workgroup Configuration Setting the Type of Notification There are three options for sending the notification or reminder message: phone, pager, or extension. To use the Extension option, select the Extension radio button, then type the extension number into the text box. For the Phone and Pager options, first specify the trunk or route access code using the drop-down list next to the Extension radio button. The Any option means to locate any available trunk.
Configuring Calling Restrictions Setting Notification Timing You can set the type of delay detection and the duration (from 5 to 30 seconds) before the system sends the return phone number (the System Main Number as set in the System Configuration General window) after the system detects an answer when sending a notification: • Seconds after Dialing—the delay (from 5 to 30 seconds) after dialing before the system sends the return phone number.
Extension and Workgroup Configuration To work with extension call restrictions, select the extension number you want to work with from the list in the Extension Configuration General window, then click the Restriction tab to open the Restriction window. Extension and Workgroup Configuration Figure 12. Note: Restriction window, Extension Configuration You can use Apply to… to apply call restriction settings to one, some, or all extensions.
Setting Answering Options • Allow Internal/Local Calls AND Restrict Other Calls by Allowing Certain Prefixes—internal calls, local calls and prefixes you specify in the Prefixes Allowed boxes. Include all relevant prefix numbers, for example, starting with 1 + prefix. • Allow Internal/Local Calls AND Restrict Other Calls by Disallowing Certain Prefixes—disallows calls to outside numbers with prefixes you specify in the Prefixes Disallowed boxes.
Extension and Workgroup Configuration You can use Apply to… to apply call restriction settings to one, some, or all extensions. See “Apply or Apply To…?” on page 190 for more information on using Apply to…. However, since the available options vary with the type of extension, you can only apply the choices to the same type of extension.
Setting Answering Options A One Hop Limit to Call Forwarding for a Transferred Call There is a one hop limit to call forwarding when the call that is being passed is a transferred call. For example, extension 100 receives a transferred call and forwards this call to extension 101; extension 101 is set to forward all calls to extension 102; extension 102 receives the call but CANNOT forward this call to another extension.
Extension and Workgroup Configuration • To a Paging Trunk—forwarding to a pager is available for virtual extensions only. Select the trunk to use in the drop-down list. The trunk must have been configured as a paging trunk in Trunk Configuration… of the Management menu. 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.
Setting Answering Options Enabling “Do Not Disturb” This is not available for workgroup pilot numbers. Select the Do Not Disturb checkbox 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.
Extension and Workgroup Configuration Enabling One Number Access This check box option is available to all extension types, but with qualifications: • It is available to physical extensions only when the Forward to Voice Mail option is selected. • It is available to workgroup pilot numbers when the Forward to Workgroup Voice Mail, Forward to Member Voice Mail, or Forward to Next Workgroup Member is selected. • It is not available when Forward to Auto Attendant or Forward to Extension is selected.
Configuring One Number Access Note: When this option is enabled, a single workgroup can have no more than 20 members set to Ring All. If members are using IP extensions, the system will require an equal or greater number of available IP ports than the number of IP extensions. For example, with 15 IP extensions set to Ring All in a single workgroup, the system needs to have at least 15 IP ports available at any given time.
Extension and Workgroup Configuration To configure ONA, select the extension number from the list in the Extension Configuration General window, then click the One Number Access tab. Extension and Workgroup Configuration Figure 14. Note: One Number Access window, Extension Configuration You can use Apply to… to apply some ONA settings to one, some, or all extensions of the same type—physical to physical, workgroup to workgroup, etc., but only if the extensions are ONA enabled in the Answering window.
Configuring One Number Access If you select this last option, Enabled based on the following schedules, you can then select and set up to four different time periods—Schedules 1 through 4—using the From and To time drop-down lists. After choosing any of the enabling options, you set the Verify Caller ID and Forwarding choices, and these are discussed below. Note: You can also enable and set up One Number Access remotely through AltiReach.
Extension and Workgroup Configuration Specifying Forwarding Numbers The Forwarding Numbers are used by the system to find the user when ONA is active. You can set up to four different numbers. When ONA is active, the system dials the forwarding number(s) in the order from Forwarding Number 1 through Forwarding Number 4. The Forwarding Number order does not correspond to the Schedule order—Forward Number 4 is not used first during Schedule Number 4.
Setting Up Monitor Lists • If you add an extension (1001, for example) that belongs to Workgroup A to the Monitor List for a member of Workgroup B, the Workgroup B member will only be able to pick up personal calls to 1001, not workgroup calls. • In AltiSupervisor, the user can monitor only the workgroup(s) he or she logs in to, regardless of the monitoring rights assigned to his or her extension in AltiAdmin.
Extension and Workgroup Configuration To add members to the list: 1. From the Monitor Available list, select the extensions to add to the extension user’s AltiView Change Monitor window. 2. Click Add to move the extensions to the Monitor List. To remove members: 1. Select the extensions in the Monitor List. 2. Click Remove. Select the Trunk Monitor Enable check box to allow monitoring of the AltiLink Plus trunk events at the selected extension.
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CHAPTER 9 Out Call Routing Configuration Out Call Routing Configuration allows you to define default routes for outgoing calls as well as special routing for specific prefixes. A route definition consists essentially of a name and a group of trunks, listed in the order accessed for outgoing calls. You can assign different routing configurations—lists of route definitions—to local, national, international, and 911 outgoing calls.
Working with Route Definitions Accessing Out Call Routing Configuration To access Out Call Routing Configuration, select Out Call Routing Configuration... on the Management Menu. Working with Route Definitions The Route Definition tab is the default view on the Out Call Routing Configuration window. Figure 1.
Out Call Routing Configuration Adding Route Definitions To add a route definition: 1. Click Add under the route definition list. The Add an entry dialog box appears: Figure 2. The Add an entry dialog box 2. Type in a name and index number: • The Route Index determines the position of the definition in the index list of the Route Definition window. • The Route Name can be descriptive. Editing a Route Definition To define a route definition: 1. Select and highlight the route in the definition list. 2.
Setting Default Routes • Member and Non Member Trunks Use this to define the trunks and trunk order for the route. Member Trunks—displays the trunks assigned to the selected route. The order in which member trunks are added determines the order in which the trunks are accessed. (i.e. the first trunk listed is used first, the second trunk is used next, and so forth). Not Member—displays the trunks, along with trunk location and type, which are not assigned to the selected route.
Out Call Routing Configuration Click the Default Routes tab in the Out Call Routing Configuration window to display the Default Routes window. Out Call Routing Configuration Out Call Outcall Routing Configuration Figure 3. Default Routes window, Out Call Routing Configuration For each of the four types of calls, you can use the drop-down lists to select up to six route definitions. The order you set, from 1 to 6, is the order used by the system when placing the call.
Setting Dialing Pattern Routing Setting Dialing Pattern Routing You can use the Dialing Pattern window to create or disallow routing for specific dialing patterns. As noted in “About Restricting Outgoing Calls” on page 233, there are three AltiWare functions to restrict outcalls, of which the Call Restriction setup of System Configuration takes precedence. The Dialing Pattern window provides for setting up blocks with specific exceptions.
Out Call Routing Configuration Adding a Dialing Pattern Definition 1. Click Add to open the Add an entry dialog box. 2. Type in a Prefix number, select the pattern length, then click OK. Note: The pattern length tells the system to wait for n number of digits to be dialed before executing the route or disallowing the call. Selecting N/A creates a ‘?’ symbol in place of number of the digits, and this indicates an unspecified number of digits.
Setting Dialing Pattern Routing Example: 10-Digit Dialing A sample use of dialing patterns is enabling 10-digit dialing, which some geographical areas require. Normally, AltiServ prepends a “1” to 10-digit numbers when users use single-click calling features such as zoomerang or calling from a Contacts list in AltiView or a TAPI-enabled application. This could cause some calls to fail. Here is how you would enable 10-digit dialing. 1.
CHAPTER 10 Auto Attendant Configuration Auto Attendants perform simple call processing tasks such as transferring calls to extensions to the AltiGen Voice Mail System or the operator, or giving information and secondary options. It can also provide general information that is frequently asked, such as company address. Auto Attendants allow multiple incoming calls to be answered simultaneously.
1. Before you configure tasks for one or more Auto Attendants, you should plan the entire setup. Decide how many options you will provide at each menu and how many menu levels you will use. Based on the action choices in each menu, write down the appropriate prompts or phrases that are to be played at each menu level. 2. Record phrases for each menu level or use the pre-recorded phrases that are available to you.
Auto Attendant Configuration Example: Auto Attendant Planning Auto Attendant Configuration Auto Attendant Configuration AltiWare OE System Installation & Administration Manual 243
Auto Attendant ID: 100, Phrase 10 Auto Attendant ID: 110, Phrase 20 Main Menu for XYZ Office Digit 1 Meaning Action Reserved for Extensions (no prompts) Collect Extension 4 Express Support Expand Tree (No. 110) 5 Sales Expand Tree (No. 120) 2 3 Collect Extension Express Support Digit Technical Support Expand Tree (No. 130) 7 Phone FAQs Expand Tree (No.
Auto Attendant Configuration Adding Auto Attendants The first 16 Auto Attendants are provided by default with the menus blank. You can edit these as described in “Editing Auto Attendants” on page 246. You don’t need to add a new Auto Attendant if you’re going to use 16 or fewer. To add an Auto Attendant beyond the first 16: • Select Auto Attendant Select… from the Management menu, or • select Auto Attendant Select from the Quick Access Toolbar.
Editing Auto Attendants Select an ID in the drop-down list and type in a descriptive Name for Auto Attendant, then click OK.
Auto Attendant Configuration Configuring Menu Items For any menu item you want to use, you make an action assignment. If you want the assignment to expand the menu to the next level, choose the assignment, Level—Expand Tree. To make an assignment, select a menu item in the menu tree at the left, then configure it using the entries at the right. • Item—an informational display of the level and item you’re working with.
Editing Auto Attendants • Prompt—select the prompt number that is to be played for incoming calls. Prompts are numbered in the range of 0–300. The default prompt is 1, a generic greeting. See “Using Pre-Recorded Prompts” on page 251 to see the script of this prompt and other AltiGen supplied prerecorded prompts. Discussions on using customized and professionally recorded prompts follow the section on using the AltiGen supplied greetings. • Push URL—a URL associated with the menu item.
Auto Attendant Configuration Table 11. Auto Attendant Actions Action Description Call the extension entered by the user. Call - Directory Service Lists the system users and their extensions to the caller. For this to work properly, users need to record their directory names. Call - Disconnect Disconnects the call. VM - Record Message Records the caller’s message. A drop-down list appears from which you select the extension to which to route the voice message.
Editing Auto Attendants To use the Collect Digits action: 1. Selecting the Collect Digit action, first set the following additional parameters: Figure 3. Collect digits • Text Tag—a name for this set of options. • Min. Length—the minimum length of digits to be collected. • Max. Length—the maximum length of digits to be collected. • PSTN Call Inter-Digit Timeout—the length of time the system will wait between collecting of digits before timing out.
Auto Attendant Configuration Phrase Management You might want to record unique phrases to customize an Auto Attendant or a workgroup. When the system is configured to answer incoming calls by the Auto Attendant, callers hear a customized greeting. For example: “Thank you for calling ABC Company. Enter the extension number of the person you wish to speak with. Press 1 for sales, Press 2 for technical support, Press 3 for accounts payable, Press 0 to reach the operator, To repeat this menu, press star (*).
Phrase Management 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.
Auto Attendant Configuration Using Professionally Recorded Phrases Recording studios such as Worldly Voices (see AltiGen’s Support Page at http://www.altigen.com/IT Corner.html for more information) provide professionally recorded prompts as electronic files that can be installed and used on AltiServ. AltiGen provides a utility to convert these files into the proper AltiServ format. Some recording studios provide the conversion service for an additional fee.
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CHAPTER 11 Additional Setup This section describes additional system features that must be configured through the Management menu or through AltiWare Tools. Audio Peripheral Configuration The Audio Peripheral Configuration window (see Figure 1) is used to set up: • Music-On-Hold • System Default Beginning and Update Prompts for Callers in Queue • Overhead Paging You can access Audio Peripheral Configuration by selecting it from the Management menu. Additional Setup Figure 1.
Audio Peripheral Configuration Configuring Music On Hold and Recorded Announcements Callers will hear the music or recorded announcement configured in Audio Peripheral Configuration only if the user places the caller on hold by pressing FLASH or LINK. If the user presses HOLD, the caller hears nothing. To configure music on hold: 1. Open the Audio Peripheral Configuration window as discussed in the previous section. 2.
Additional Setup 3. Use the drop-down list to select the Quantum or Triton Analog Station board to which the overhead paging is attached. MVIP Clock Configuration The MVIP Clock Configuration option in the Management menu allows you to manually set the master clock for the system.
Feature Tips Feature Tips Each time a user logs into the AltiGen Voice Mail System, the user will hear a Feature Tip, helpful tips and reminders of the most useful features for optimal use of AltiServ. There are a total of eleven tips and a different tip is played each time the AltiGen Voice Mail System is accessed. Another way to listen to Feature Tips is by pressing #55 on the telephone. You can listen to just one tip at a time or listen to all the tips at once.
CHAPTER 12 AltiWare System Data Management provides for backing up data to, and restoring files from, a system hard disk drive or a network drive. This option can only be accessed at the AltiServ system; it is not available from a remote AltiAdmin client. Using Backup and Restore You can also access this feature by selecting the AltiWare OE Backup and Restore Utility program from the AltiWare folder accessible from the Start menu. To access the feature, click System Data Management on the Service Menu.
Backing up Files Backing up Files To backup files immediately: 1. Open the System Data Management window as described in the preceding section, then select the Backup icon to view the Backup Configuration dialog box. Figure 2. Backup Configuration dialog box 2. In the Components box, select the files you want to back up. 3. In the Backup To drop-down list, select the day of the week you want to use as the starting date for back up files, or select Advanced.
System Data Management Scheduling Backups To set backup schedules: 1. Open the System Data Management window as described above, then select the Schedule icon to view the Backup Schedules dialog box. Figure 3. Backup Schedules window 2. Set the options: • Select the checkbox 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.
Restoring Backed up Files Restoring Backed up Files To restore the backed up files: 1. Open the System Data Management window as described in “Using Backup and Restore” on page 259, then select the Restore icon to view the Restore Configuration dialog box. Figure 4. Restore Configuration window 2. Under Components, select the file groups you want to restore. 3. Using the Restore From drop-down list, select the day you want to restore from, or select Advance to choose the restore folder.
CHAPTER 13 System Report Management 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 the Report menu from the Main Menu Bar and then select System Summary from the drop-down list, or select the System Summary icon from the Quick Access Toolbar. . Figure 1.
System Log The system configuration summary data includes basic attributes on extensions, workgroups and workgroup members (click a workgroup to display the workgroup’s members), trunk location and access, and messaging usage by extension. You can Print this report using the Print button. System Log The System Log window displays information on system operating status. This window is designed for use by system engineers and certified personnel only.
System Report Management Use the Log Level dropdown list to view the level of severity for system errors. Level 0 displays the most obvious system errors, Level 5 displays all system errors in specific detail. IP Cumulative Traffic Statistics Figure 3. IP Cumulative Traffic Statistics window This window displays the following data: Parameter Description Internet Address Displays the IP address or fully qualified DNS name of the remote location.
IP Cumulative Traffic Statistics Parameter Description Packets Lost Displays the number of voice packets that have been lost due to prolonged delays, network congestion, or routing failure. Average Jitter displays the average length of delay per voice packet in milliseconds. This figure should stay under 100 milliseconds. A higher figure indicates a longer average delay. This number can be used to measure the quality of service on the network that connects the source and destination sites.
CHAPTER 14 Data and Internet Integration This section describes how to integrate AltiServ with the Internet and data communications. It will cover the following areas: • Email • Mail forwarding • Exchange integration • AltiReach Setup The AltiServ system integrates telephony functions with the LAN and Internet to provide a state-of-the art communication facility with local and remote access to email mixed-media messaging.
Network Protocol and Addressing TCP/IP - Transmission Control Protocol/Internet Protocol (TCP/IP) is the protocol used on the Internet. A protocol stack is a collection of actual protocol layers used to establish a connection across the network that allows dissimilar network devices to exchange information. SMTP/POP3 SMTP—Simple Mail Transfer Protocol. As seen by the client side of the network, is an Internet email sending protocol software format. POP3—Post Office Protocol Version 3.
Data and Internet Integration altigen.com com = first level domain name altigen = second level domain name Local Address When you are sending messages among users in a LAN, the local address is used in place of the extended network address. Local addressing is used in a peripheral node or station and is transformed to or from an extended address for delivery purposes. Often within a LAN, the domain is assumed to be the local domain if no @domain is added to the address.
Setting Up Email Service AltiWare provides users with the ability to record a voice annotation and attach it to an email mixed-media message. This voice recording must be done before the user sends the email in order to send the voice annotation as an attachment to the email. After the voice recording is complete, the user can send the email. AltiWare then combines the voice message and the email into a single MIME message and sends it to the recipient.
Data and Internet Integration • Select and give your ISP a unique Domain Name. Each domain must have a unique name associated with it, such as the address for AltiGen, which is “altigen.com”. • Obtain a Block of IP Addresses and assign a unique IP address to each client on the LAN. • Obtain the Subnet Mask. You will need to enter this address later in the TCP/IP configuration setup for both the server and client stations. Step 2: Setup the Router Install the router on the LAN.
Setting Up Email Service 2. Click the Protocols tab, then double click on TCP/IP Protocol from the drop-down list box. The TCP/IP Protocol window appears (see Figure 2), where you configure the IP Address, Subnet Mask, and Default Gateway (router). Figure 2. TCP/IP Configuration • IP address—enter the assigned IP address (from the block of IP addresses obtained from your ISP) to the AltiServ. • Subnet Mask—enter the Subnet Mask obtained from your ISP.
Data and Internet Integration 4. Click OK. Data and Internet Integration Data Data and Internet Internet Integration Figure 3. DNS Configuration window 5. Refer to Microsoft Windows NT configuration documentation to complete the TCP/IP network setup. Step 4: Notify Your ISP of the Following: 1. Your AltiServ Host Name (host name of the server or server name)— your AltiServ is the server that actually receives the mail or messages. For example, AltiGen has named its server “global_cti.
Setting Up Email Service window. Be sure that Enable SMTP/POP3 Service (in the E-Mail Messaging Options field group) is deselected. 2. Open the Windows Internet Information Services window by rightclicking the My Computer icon and choosing Manage from the popup. Expand Services and Applications in the tree to view Internet Information Services. 3. Select Default SMTP Site in the tree. 4. On the toolbar, click the Stop button. You can now proceed with the steps given below.
Data and Internet Integration • Select Allow Inbound Internet Mail if AltiServ is the only mail server running on the system. If you are running another SMTP server on the same system (such as Exchange) and you do not want AltiServ to receive inbound Internet mail, you should leave this box unchecked. 3. Assign a unique Email Name to extension users in the General window of Extension Configuration.
Setting up an Exchange Server • Enter the Incoming Mail (POP3) Server address. • Enter the Outgoing Mail (SMTP) Server address. Figure 4. Netscape Mail Server Setup 4. Set up helper applications and general preferences for the email client application (i.e., associates the .WAV files with sound recorder application). Setting up an Exchange Server This section provides you with step-by-step instructions to configure the Exchange Integration feature in AltiWare OE, for the Microsoft NT 4.
Data and Internet Integration Prerequisites Two NT servers: • One NT server with the AltiWare OE software • One NT server with Exchange Server software AltiServ System Prerequisites Windows NT 4.0 with Service Pack 6a or higher • AltiWare OE software version OE 3.5 or higher • The AltiServ system and the Exchange server system must belong to the same NT domain. • AltiGen Services should be started with the user account \AltiGen_.
Setting up an Exchange Server that you see two text boxes, Computer Name and Domain. Note down the value in the Domain field. Repeat the same steps on the Exchange server system and make sure the domain names are the same. To verify AltiGen Services: 1. Select Start!Control Panel!Services. A Windows Services dialog box will be shown, as in this example. Figure 5. Windows Service window 2. Select AltiGen Switching Service COM Server from the control panel of AltiServ. 3.
Data and Internet Integration 4. Complete the entries in this dialog box as follows: • In the Log On As group, select This Account and set \AltiGen_ as the account. In this example, it is ALTICHINA\AltiGen_telesystem. If this is not the case, you need to re-install AltiWare while logged in as a domain administrator with local administrator privileges. • Repeat the previous step, but this time, check the Log On As account for AltiGen Exchange Integration Service COM Server.
Setting up an Exchange Server To check that all Exchange Server Services Have Started: 1. Open the Control Panel and click the Services icon to view the Services window. Figure 7. Exchange Server Services Window 2.
Data and Internet Integration Exchange Server Configuration Now that you have verified that the AltiServ and the Exchange Server systems are properly installed, you can start configuring the two systems to enable the Exchange Integration feature. In this section, we describe the configurations to be performed in the Exchange Server. For testing purposes, create an Exchange mailbox for NT account \AltiGen_ (e.g. ALTICHINA\AltiGen_TELESYSTEM).
Setting up an Exchange Server 4. Click the primary NT account and select Use Existing Account. This account can then be added from the user manager window. Remember that this can only be achieved if AltiGen has an account in the same domain as the Exchange Server or a trusted domain. 5. Give Service Account Admin rights to AltiServ service account in the Exchange server. (See Note 3 on page 293.) Microsoft Exchange Administrator Configuration 1.
Data and Internet Integration Data and Internet Integration Data Data and Internet Internet Integration Figure 10. Properties window, Exchange Object 3. Add \AltiGen_ (e.g. AltiGen_telesystem) account to the account list. 4. Change the accounts role to Service Account Admin from the Roles combo box (see Figure 10). 5. Repeat the above two steps for the Domain and Configuration containers. The name of Site is ITGTEST1. The name of Configuration is Configuration. 6.
Setting up an Exchange Server To install Outlook 2000 to Corporate or Workgroup mode: 1. 2. Install Outlook 2000 from the Outlook 2000 or Office 2000 CD. During installation, you will be prompted to choose a mode (Internet Only vs. Corporate or Workgroup). Make sure you choose the Corporate or Workgroup mode. After installation is complete, start Outlook 2000 from Start! Programs. In the Microsoft Installer wizard, select Microsoft Exchange Server to install, then click Next to move to the next window.
Data and Internet Integration To check the Outlook 2000 mode: 1. Start Outlook 2000. Select Tools from the menu options. Figure 12. Outlook Tools menu If there is a menu item Service, it means Outlook 2000 is in the mode of Corporate or Workgroup. You can move on to the next set of steps. If there is a menu item Accounts, it means Outlook 2000 is in the mode of Internet Only. Perform the following steps to change Outlook 2000 to the mode of Corporate or Workgroup. 3.
Setting up an Exchange Server 4. Click Reconfigure Mail Support… to open the E-mail Service Options dialog box. Figure 14. 5. Email Service Options Select Corporate or Workgroup and click Next. When a dialog box pops up, click Yes. To configure an Outlook 2000 profile: 1. Start Outlook 2000. Select Services… on the Tools menu to open the Services dialog box. Figure 15.
Data and Internet Integration 2. Click Add to open the Add Service to Profile dialog box. Add Microsoft Exchange Server, Outlook Address book and Personal Folders to profile. Figure 16. Add Services to Profile In the Microsoft Exchange Server dialog box that opens, type the Exchange Server name in the Microsoft Exchange Server field and the test mailbox name (e.g. AltiGen Assist) in the Mailbox field. 4. Click Check Name.
Setting up an Exchange Server This completes setting up AltiServ and Exchange server systems properly, and you are ready to enable the Exchange Integration feature. Please remember you MUST have completed the previous steps before moving ahead. Enabling the Exchange Server 1. Delete obsolete files from \altiserv\exe directory. a. From Windows NT Explorer, go to the \altiserv\exe folder. If mapi32.dll and gapi32.dll remain in this folder, delete them. 2.
Data and Internet Integration Data and Internet Integration Data Data and Internet Internet Integration Figure 17. General window, Extension Configuration Make sure that the E-mail Name field contains alphanumeric characters only and does not contain other characters such as spaces ( ) or periods ( . ). 3.
Setting up an Exchange Server Important:The Middle Initial field should be empty for Exchange Server mail accounts in order for Exchange Integration to work properly. Figure 18. 4. Mail account configuration in Exchange Administrator Use these preceding steps to double check the synchronization of all mailbox names used jointly by AltiServ and Exchange Server.
Data and Internet Integration Enable the Exchange Integration feature in AltiAdmin 1. In AltiAdmin, select System Configuration from the System Management menu. 2. Select the Messaging tab, and under the E-mail Messaging Options, check the Synchronize with Exchange Server box only. Data and Internet Integration Data Data and Internet Internet Integration Figure 19. 3. Messaging window, System Configuration Enter the name of the Exchange Server (e.g.
Setting up an Exchange Server To Test Message Delivery to Exchange: 1. Leave a voice mail for extension 100. The message light illuminates. 2. Log on to the Exchange Mailbox from Outlook and check for the message in the inbox. The message should be titled VoiceMail from xxx and include the voice mail as a .WAV attachment. To check Message State Change Notification: 1. Log in to extension 100’s voice mail from a phone. The message you left in the preceding step should be there as a new message. 2.
Data and Internet Integration To delete old profiles: If an error occurred while AltiWare was creating mail profiles, the damaged profiles would remain there until removed manually. After the reconfiguration, the new profiles can't be created since the old ones still exist. You can remedy this as follows: Logon as AltiGen Service Account 2. Shutdown Altigen Exchange Integration Service from Control Panel \ Services, then open the Control Panel\Mail (or Mail and Fax) and click Show Profiles.
Setting up an Exchange Server • When checking the profiles using the mail icon in the control panel of AltiServ, you should see one account for each mailbox. You will see these profiles only if you are logged on as the AltiGen service account (e.g. AltiGen_telesystem). Exchange Server 2000 Integration In the example that follows, the AltiServ system is called ALTIWARE4_1 and the Exchange Server is called GOLDMINE. Both systems belong to the NT domain called HAPPINESS.
Data and Internet Integration Version 4.0 (Build 1381: Service Pack 6)….Revised Service Pack 6a If you have an older version of NT, upgrade to the latest version. Check http://www.microsoft.com/ntserver to get the latest service pack for Windows NT. To check the AltiWare version: Select About from the Help menu of AltiWare Administrator. The version displayed should be AltiWare OE 4.5or higher.
Setting up an Exchange Server 2. Double-click AltiGen Switching Service COM Server to launch its Properties dialog. Figure 21. 3. Service Properties dialog box In the Log On tab, set \AltiGen_ as the account. In this example, it is GOLDMINE\AltiGen_ALTIWARE4_1. If this account is not available, you must reinstall AltiWare while logged in as a domain administrator with local administrator privileges.
Data and Internet Integration To check the Windows 2000 Server version: Click the Start button, select Run, and type winver in the Run dialog box. It should say: Windows 2000 Server Version 5 (Build 2195: Service Pack 1) Service Pack 1 is the minimum required. To check the Exchange Server version: Click About in the Exchange Administrator. To ping the Exchange Server from AltiServ and vice versa: For example, type ping mailserver. You should see Reply from... as the response.
Setting up an Exchange Server To check that all Exchange Server Services Have Started: 1. Open the Control Panel and click the Services icon to view the Services window. Figure 22. 2.
Data and Internet Integration Microsoft Exchange Administrator Configuration 1. From the Windows Start menu, launch Programs!Microsoft Exchange!System Manager to open the Exchange System Manager window. 2. In the Exchange System Manager window, expand the Servers to locate the Exchange 2000 server. Right-click its name to pop up a menu; select the Properties command to open the Properties dialog. 3. In the Properties dialog, select the Security tab and click the Add button to open a Select dialog. 4.
Setting up an Exchange Server Figure 24. Assigning permissions to the AltiWare server Checking the AltiGen Service Account Check to see that the AltiGen Service account has been added properly. 1. 2. From the Windows Start button, launch Programs!Microsoft Exchange!Active Directory User and Computers. In the left panel of the Active Directory User and Computers window, expand the domain name, then open the Users folder. Locate the server name as the AltiGen Service account in the list of Users.
Data and Internet Integration Installing Outlook 2000 Client on the AltiServ System (Same as settings for Exchange Server for Windows NT 4.0 Integration, follow steps under “Installing Outlook 2000 Client on the AltiServ System” on page 283.) Enabling the Exchange Server (Same as settings for Exchange Server for Windows NT 4.0 Integration; follow steps under “Enabling the Exchange Server” on page 288.) Testing the Exchange Server Setup Troubleshooting Tips (Same as Exchange Server for Windows NT 4.
Exchange on Windows 2000 1. Run Program> Exchange> System Manager>Server 2. Right-click on the name of Exchange Server to integrate. 3. Go to Properties > Security > Add > name of AltiGen Server linked up.
Data and Internet Integration To troubleshoot this integration, you may 1) run an Exchange Server Trace or 2) login to AltiWare as Domain Administrator. Open Outlook and rightclick to Properties, and look for show profiles. About AltiReach Configuration The AltiReach Call Management system allows AltiServ to provide remote and local desktop call management to users using the Intranet or Internet via a standard Web browser. AltiReach is installed and configured automatically when you install AltiWare.
About AltiReach Configuration To troubleshoot or double-check the server configuration: • Internet Services Manager (IIS) 2.0 and 3.0: In the Microsoft Internet Services Manager!WWW (Running) settings, the Home directory is set to c:\altiserv\webmgmnt (where c:\ is the local drive on which AltiWare is installed). In the Properties for this directory, the access privileges allow Read and Execute. • Internet Services Manager (IIS) 4.
CHAPTER 15 Using TAPI If your office has an off-the-shelf application for calling contacts without manually dialing the telephone's keypad that supports the Telephony Application Programming Interface (TAPI), you can install AltiGen’s TAPI gateway to use this functionality through your AltiServ installation. An example of such an application would be Microsoft Outlook. AltiWare implements its service provider based on TAPI 2.1, so applications written to TAPI 3.
Installing TAPI Services Client • Windows 98, Windows NT 4.0 with Service Pack 6a or Windows 2000 • Network connection with TCP/IP enabled • A TAPI application (Phone Dialer, Outlook, etc.) Installing TAPI Services Note: Install the TAPI services (TAPI Proxy Server and TAPI Service Provider) after physically configuring your AltiServ system. The TAPI Service Provider will automatically load the AltiServ configuration.
Using TAPI Changing TAPI Configuration Parameters To change TAPI Configuration Parameters: 1. On Windows NT, select Start > Settings > Control Panel > Telephony. On Windows 2000, select to Start > Settings > Control Panel > Phone and Modem Options. 2. On Windows NT, click on the Telephony Drivers tab. On Windows 2000, click on the Advanced tab. 3. Choose AltiGen (TM) Communications Service Provider and click Configure. 4. In the AltiGen TAPI Device Detect dialog box, click Configure. 5.
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CHAPTER 16 Setting Up IP Extensions IP extensions communicate with the AltiServ system using IP-based protocols to carry voice and signaling data. Instead of PSTN, they use a data networking connection such as an Ethernet 10-Base-T (RJ-45). In AltiWare OE Release 4.5, AltiServ supports only those devices that are based on H.323 protocol.
Configuration • Static IP address assigned to each extension configured for an IP connection (recommended, but not required) Client • An AltiGen-certified IP phone device (see “Clients” on page 311 for details) • High-speed data connection to the AltiServ system (minimum 64kbps) Configuration You must configure AltiAdmin and, in some cases, your client hardware or software for using IP extensions. AltiAdmin 1. Ensure that the VoIP gateway is configured properly and works.
Setting Up IP Extensions Figure 1. General Window, Extension Configuration a. If you have static IP addressing (recommended), choose Static and then enter the IP address of the IP phone in the Logon field. b. If you do not have static IP addressing available, choose Dynamic.
Configuration AltiView Integrated with NetMeeting AltiView (versions 4.0 and higher) provides an option called IP Extension Integrated with NetMeeting that allows it to use NetMeeting as the IP extension. In addition to the AltiView software, the client requirements are as follows: • A sound card • A headset connected to the sound card (Plantronics LS1 recommended, available from retail outlets or from the Plantronics website at http://www.plantronics.com/computer/ls1.html).
CHAPTER 17 AltiWeb AltiWare OE 4.5 integrates VoIP, Auto Attendant, and Microsoft Internet Information Services (IIS) to provide the AltiWeb feature, which allows internet users to talk to an extension via VoIP and share web pages. System Requirements • Client/Server System only: AltiWare OE Release 4.5 or higher running on Windows 2000 or Windows NT • Client System: Microsoft Internet Explorer 5.5 or better, or Netscape 4.7 or better, NetMeeting 3.
Installing AltiWeb Make sure AltiWare OE Release 4.5 has been installed on the AltiServ system and the link to TCP/IP is enabled before continuing with CDR Search setup. 1. Log in to the client machine using a domain account and make sure it is connected to the network on which AltiServ is running. 2. Exit all Windows applications. 3. Insert the AltiWeb CD into the CD ROM drive of the IIS web server. 4. Run the Setup.exe program by selecting Start Run and typing D:/ Setup.
AltiWeb 6. Verify the physical location of the AltiWeb directory by right-clicking the Default Web Site, and selecting Properties. On the Home Directory tab of the Properties dialog, the Local Path field shows AltiWeb’s physical location on the drive (in this case C:\Inetpub\wwwroot\altiweb). Figure 3. Local Path in IIS Properties dialog AltiWeb Directory Structure The AltiWeb directory contains the following subdirectories: Applet—Sample files you can use to set up AltiWeb.
AltiWeb Directory Structure Applet Subdirectory Files The Applet subdirectory contains sample pages you can use to set up Web Call, as well as files necessary for proper AltiWeb functioning. • Contact.htm—Customer Information page for use with Auto Attendant • contactaltigen.htm—Customer Information page for use without Auto Attendant • customerid.htm—Page where caller enters customer ID • directory.htm—Template for creating an in-house AltiWeb directory (for internal use only) • IVR_top.
AltiWeb Collecting Form Data, IVR Data, and URL History You can configure AltiWeb to display Form Data, IVR Data, and URL History when a web call is answered by an extension with the AltiAgent application. The IVR data comes from the Auto Attendant/Collect The Form Data come from the
Tagging Pages for URL History Scenario 1—Caller Data from Web Page The following scenario, based on contactaltigen.htm, exemplifies the simplest implementation of AltiWeb. 1. A web caller browses the company web site and has a question regarding some product information. 2. The web caller clicks the "contact us" link on the web page. The Customer Information page (contactaltigen.htm) opens. Figure 5. Contactaltigen.
AltiWeb 3. The web caller enters the required information, then clicks the Submit button. The AltiWeb window (altiweb.htm) appears. Figure 6. The AltiWeb window Note: If NetMeeting is not installed on the caller’s computer (or it’s not configured correctly), an error message displays. 4. Once NetMeeting successfully connects to an AltiGen VoIP port, the web caller is routed to the proper extension.
Tagging Pages for URL History 5. If the call goes to an AltiAgent user, the Caller Data window shows the Form Data and URL history. Figure 7. 6. Caller Data window in AltiAgent From this point, in addition to voice communication, the agent can push and share web pages with the caller. For procedures, refer to the section on “Viewing, Sharing, or Pushing Data” in the Contact Advantage manual.
AltiWeb Customizing Contactaltigen.htm You can use the Contactaltigen.htm page to collect caller information, and automatically direct the call to a specific extension. This collected information is then displayed on the agent’s screen. To alter form data: Using Notepad or another html editor, modify Contactaltigen.htm source code as follows: 1. Change the ServerIP. Set the value of the ServerIP to the IP address of the server on which AltiWare resides. PAGE 351
Tagging Pages for URL History Scenario 2—Caller Data from Auto Attendant The following scenario, based on contact.htm, exemplifies a customized implementation of AltiWeb. 1. A web caller browses the company web site and has a question regarding some product information. 2. The web caller clicks the "contact us" link on the web page. The Customer Information page (contact.htm) opens. Figure 8. Contact.
AltiWeb 3. The web caller enters the required information, then clicks the Submit button. The AltiWeb window (altiweb.htm) appears. Figure 9. AltiWeb window with DialPad visible Note: If NetMeeting is not installed on the caller’s computer (or it’s not configured correctly), an error message displays. 4. Once NetMeeting successfully connects to an AltiGen VoIP port, the web caller sees the Customer Support page, and hears a prompt requesting the selection of Sales or Tech support.
Tagging Pages for URL History 5. The caller selects Sales, and the Customer ID window (customerid.htm) appears. Figure 10. 6. Once the caller enters the customer ID and clicks Submit, the Product ID window (productid.htm) appears. Figure 11. 7. Customer ID window Product ID window After the caller enters the product ID and clicks Submit, the web caller is routed to the proper extension.
AltiWeb 8. If the call goes to an AltiAgent user, the Caller Data window shows Form data, IVR data, and URL history. Figure 12. 9. Caller Data window in AltiAgent AltiWare OE System Installation & Administration Manual 325 AltiWeb From this point, in addition to voice communication, the agent and caller can share web pages. For procedures, refer to the section on “Viewing, Sharing, or Pushing Data” in the Contact Advantage manual.
Tagging Pages for URL History Customizing Contact.htm You can use the Contact.htm page to collect caller information, and then automatically direct the call to a specific extension. This caller information is then displayed on the agent’s screen. To alter form data: Using Notepad or another html editor, modify Contact.htm source code as follows: 1. Change the ServerIP. Set the value of the ServerIP to the IP address of the server on which AltiWare resides. PAGE 356
AltiWeb AltiWeb AltiWare OE System Installation & Administration Manual 327
Tagging Pages for URL History Configuring Auto Attendant for Scenario 2 Scenario 2 demonstrates how to use Auto Attendant in conjunction with AltiWeb. For example, when the web caller clicks the Submit button (1), Web Call connects and the Customer Support page appears. When the customer clicks Sales (2), the Customer ID (3) and Product ID (4) pages follow before the caller is put through. IVR_top.htm 2 1 sales_cid.htm sales_pid.htm 3 4 Figure 13.
AltiWeb Configuring Auto Attendant Note: For detailed instructions, refer to Chapter 7, "Auto Attendant Configuration," in the System Administration Manual. 1. Run Auto Attendant. 2. Select 0-expand tree. Figure 14. "0 - expand tree" window 3. Make the following entries, then click Apply. • Type an Item Name, if desired. • To assign a voice message, check Prompt and select the number of the appropriate message. • Check Push URL, and type the path of the page you want to display.
Tagging Pages for URL History 4. Select 1-get digits. Figure 15. "1-get digits" window 5. Make the following entries, and click Apply. • Type an Item Name, if desired. • Check Push URL, and type the path of the page you want to display (e.g., sales_cid.htm). • Select Adv.- Collect Digits from the Actions dropdown. • Set the Min. and Max. Lengths that the caller must enter. • Adjust the Web Call Response Timeout to give the web caller enough time to provide all meaningful information.
AltiWeb 6. Select &-get digits. Figure 16. "& - get digits" window 7. Make the following entries, then click Apply. • Type an Item Name, if desired. • Check Push URL, and type the path of the page you want to display (e.g., sales_pid.htm). • Select Adv. - Collect Digits from the Actions dropdown. • Set the Min. and Max. Lengths that the caller must enter. • Adjust the Web Call Response Timeout to give the web caller enough time to provide all meaningful information.
Tagging Pages for URL History 8. Select &-to extension. Figure 17. "& - to extension" window 9. Make the following entries, then click OK. • Type an Item Name, if desired. • Select Call - To Ext/Workgroup from the Actions dropdown. • Select the Extension.
AltiWeb Troubleshooting If a web caller cannot connect and an error message displays, the cause may be one of the following: Error Message Cause Server connection failed. Please try again later. • • • AltiServ IP address is not correct AltiServ is not running Firewall is not open Option Pack is not installed. Please try again later. • AltiServ does not have Contact Advantage 4.5 Option Pack License. No more available sessions. Please try again later.
AltiWeb Security Computer viruses can penetrate a PC in many ways, network shares, emails, OS security holes, and more. Here are some common practices to follow. If necessary, open shares for READ ONLY. Monitor Microsoft security bulletins for updates. Open only the necessary ports on your firewall. Symantec Norton AntiVirus Corporate Edition 7.
AltiWeb To receive updates on the fly, Click on File menu and choose LiveUpdate and get the latest virus definition. Enable Real-Time scan 1. Click on Configuration menu and choose File System Realtime Protection 2. Check Enable File System Realtime Protection 3. Choose All Files for File Types 4. Check Display message on infected computer 5. (optional) Click Advanced button and bring up advanced options 6.
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Tools CHAPTER 18 Tools AltiWare OE comes with the following tools for testing, diagnosing and configuring your system: • Configuration Reader • Extension Checker • MVIP Test Tool • AltiDBReader • Multisite Configurator (available from AltiGen web site) Configuration Reader Configuration Reader is a tool that creates a subdirectory in \altiserv\EXE\AltiWareHtml\ of html files showing details of your AltiWare configuration. Another file, altigen_ rc.
Extension Checker Generally, an extension is considered secure if its password meets the following conditions: • contains 4-8 digits • different from extension • different from default system password • does not consist of consecutive numbers • does not consist of a repetition of the same digit Security characteristics of each extension are detailed in the application window itself. To use Extension Checker: 1. Launch Extension Checker from AltiWare>AltiWare Tools on the Windows Start button.
Tools Status Description Secure Pwd + Internal Only Has secure password and cannot make outbound trunk calls Unsecure Pwd Password has unsecure elements described in Unsecure Elements window Outbound-capable Can make outbound trunk calls Unsecure Pwd + Outbound Password has unsecure elements described in Unsecure Elements window AND can make outbound trunk calls Password Expired Password is expired Attacked 8 consecutive false password attempts have been made Locked Extension has been locked
MVIP Test Tool MVIP Test Tool The MVIP Test Tool is a tool that detects one-way connection, cross talk, bad MVIP cable and static noise problems. To run MVIP Test Tool: 1. Stop AltiGen Switching Services before running this utility. 2. Launch MVIP Test Tool from AltiWare>AltiWare Tools on the Windows Start button. 3. Click Start to begin test. 4. If the MVIP Test encounters an error, click Yes or No to view the error report. 5.
Tools 3. Search a particular DB folder by clicking the mouse cursor on the folder, then right-click to open a Search window to perform the search on the DB folder.
AltiDBReader • From - sets the desired start date to begin the search • To - sets the desired end date to end the search • Type - specifies the call type to search: All Calls, Answered Calls & Messages, Answered Calls, Messages, Unanswered Calls, Messages, Unanswered Calls, All Trunks Busy, Agent Login/out • Workgroup - allows user to specify workgroup number to search • Caller - specifies the caller as All, Extension or Trunk; to further specify this search field, you may add matching digits in the empty
Tools For Workgroup DB searches, the Search window allows the following search parameters: • From - sets the desired start date to begin the search • To - sets the desired end date to end the search • Interval - specifies the search interval; select 15 minutes, 1 hour, or 1 day. • Search by - specifies the type of workgroup search; select Workgroup Statistics, Agent Statistics per Workgroup, or Agent Statistics. • Workgroup -specifies the workgroup number • Agent - specifies the agent number 4.
AltiDBReader 6. To delete a DB folder, right-click on any DB folder (except “Current”) and select Delete DB. To Show/Export/Print Search Results Data: • To print the search results data, select the desired DB folder and click the Print button. • To show Advanced Call Info or Call Info, right click on any data field and scroll to the desired option. • To export the search results data as a .CSV file, right-click on any data field and select Export. To Convert 4.0 or 4.0a DB files: 1.
Tools Multisite Configurator Multisite Configurator is GUI-based tool designed to help a customer configure several distributed AltiWare systems synchronously to work as just one AltiWare system. The tool can be run on any server, local or remote to an AltiWare system, which has a connection for access to all the servers that are desired to be managed.
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Basic & Advanced CallRouter CHAPTER 19 CallRouter Basic & Advanced CallRouter Basic CallRouter Basic CallRouter is a call-handling tool included with AltiWare OE software. Basic CallRouter uses the AltiAdmin Auto Attendant and the AltiAPI Data Directed Routing (DDR) features to match incoming trunk call data against existing customer records that you build using the Basic CallRouter GUI. Calls can be intelligently routed before they are answered, based on Basic CallRouter’s routing “rules.
Basic CallRouter To Configure/Run Basic CallRouter: 1. Launch CallRouter from Start>Programs. 2. Select Operation>Preference. 3. In the Preference window, enter the Server Name and Default Virtual Extension that CallRouter will connect to, then click OK. 4. Click Start to run Basic CallRouter. Then, enter the default virtual extension password. When Basic CallRouter is stopped, you can create customer records and configure the server and login information.
Basic & Advanced CallRouter Basic CallRouter Customer Records • Add - opens a Custom Record dialog box, where you can create a new record and build the conditions for the record. • Modify - opens the Customer Record dialog box to modify the record selected in the Record List. • Delete - deletes the record selected in the Record List. • Delete All - deletes all records in the Record List.
Basic CallRouter Creating Customer Records To create a customer record: 1. Select Customer Record from the Operation menu. (If Customer Record field is grayed out, stop CallRouter.) 2. Click the Add button to open a new customer record or Modify to modify an existing record in the Record List window. 3. Select the data to match against customer records. • If the request message contains - lets you select Call Router Request data to match against the customer record.
Basic & Advanced CallRouter Target action options: Goto Top Level, Goto Menu Item, Repeat Current Level, Call to Extension/Workgroup, Call to Operator, Dial by Name, Collect Extension, Directory Service, Record Message (specify target data in accompanying text box), Mailbox Access, Disconnect, System Callback, Collect Digits (specify fields in accompanying Collect Digit dialog box, see note below), Other DDR Application (specify target data in accompanying text box).
Basic CallRouter 5. (future release) Enter optional data to match against customer record: • User Data (gathered from a response to an Auto Attendant prompt or another AltiLink Plus application) • Push URL (AltiWeb only) • the number of prompt to play to the callee 6. Enter a name for this record. 7. Click OK. Viewing CallRouter History The Basic CallRouter window gives a history of all incoming trunk calls to Basic CallRouter. To specify CallRouter History window content: 1.
Basic & Advanced CallRouter • DNIS CallRouter Call Route Request Data The “Call Router Request” message sent by AltiServ to CallRouter contains data about the incoming call, which CallRouter attempts to match against your routing rules. Call Route Request data consists of Caller ID, (Caller) Entered Digits, IVR data, Form data and DNIS, all collected via real-time monitoring. Note: Caller Entered Digits shows the Auto Attendant assignment for the workgroup that receives the call.
Basic CallRouter Call Route Response Data The “Call Route Response” message, sent from CallRouter to AltiServ, contains the search results of the Call Route Request Message. In the CallRouter History window, this data shows how CallRouter handled each call. Call Route Response data includes Matching Record (routing rule CallRouter referred to for call routing) and Result (how and where the call was routed), all collected via real-time monitoring.
Basic & Advanced CallRouter CallRouter • The main window box displays the following workgroup fields: ID, Agents, Longest Idle Time, Service Level, Queue and Average Delay. • Add button - Click Add to log on to a workgroup whose incoming trunk call data you want to monitor. This opens a Log on Work Group dialog box. Enter the workgroup extension as the WorkGroup ID and Password, and enter the virtual extension’s password. (By default, the Extension ID field is grayed out.
Advanced CallRouter Note: The workgroup to which incoming trunk calls will be routed via CallRouter must be assigned to the Auto Attendant whose Action is set to “Avd - Data Directed Routing,” with Application set to the virtual extension you use to start CallRouter. For further information on configuring Auto Attendants, refer to the AltiWare OE System Installation and Administration Manual and the AltiAPI Programmer Guide.
Basic & Advanced CallRouter To Configure/Run Advanced CallRouter: CallRouter 1. Launch CallRouter from Start>Programs. 2. Click the Connect button to enter the CallRouter Server Name or IP address to connect to, then click OK. To disconnect from this server, click the Disconnect button. 3. Select Operation>Logon Info.
Advanced CallRouter 4. In the Logon Info window, enter the Server Name and Default Virtual Extension and Password, that Advanced CallRouter will connect to, then click OK. (Optional) Check Auto Start Service to have CallRouter start routing calls automatically, after the system restarts or after CallRouter service has been stopped and restarted. 5. Click Start to run Advanced CallRouter. When Advanced CallRouter is stopped, you can configure the server and login information. 6.
Basic & Advanced CallRouter CallRouter • Add - opens a Custom Record dialog box, where you can create a new record and build the conditions for the record. • Modify - opens the Customer Record dialog box to modify the record selected in the Record List. • Delete - deletes the record selected in the Record List. • Delete All - deletes all records in the Record List.
Advanced CallRouter Call to Operator, Dial by Name, Collect Extension, Directory Service, Record Message (specify target data in accompanying text box), Mailbox Access, Disconnect, System Callback, Collect Digits (specify fields in accompanying Collect Digit dialog box), Other DDR Application (specify target data in accompanying text box), Play WG Queue Status (specify target data in accompanying text box). Creating Route Rules To create a route rule: 1. Select Route Rule from the Operation menu. 2.
Basic & Advanced CallRouter • a) Select “Match one” or “Match all” from the dropdown list. b) Select the items you want. c) Click in the Data column and type to specify the data. To manually specify data for an item, right-click the item, select Input data and enter information in the column. Notes: • Caller Entered Digits must be numeric only. • You can enter “*” as a wildcard character for any length of digits, or “?” for a single digit.
Advanced CallRouter • Tag name - for example, “password” (gathered from a response to an Auto Attendant prompt or another AltiLink Plus application) • Minimum Digits and Maximum Digits to collect • PSTN and Web Timeout values • IVR Data - for example, “username=Michael” (gathered from a response to an Auto Attendant prompt or another AltiLink Plus application) Note: Play WG Queue Status - if you select “Play WG Queue Status,” Advanced CallRouter must log on as a workgroup extension with password an
Basic & Advanced CallRouter 6. (future release) Enter optional data to match against the routing rule: User Data (gathered from a response to an Auto Attendant prompt or another AltiLink Plus application) • Push URL (AltiWeb only) • the number of prompt to play to the callee 7. Click OK. Viewing CallRouter History Menu The Advanced CallRouter window gives a history of all incoming trunk calls to Advanced CallRouter. To specify CallRouter History window content: 1.
Advanced CallRouter Call Route Request Data The “Call Router Request” message sent by AltiServ to CallRouter contains data about the incoming call, which CallRouter attempts to match against your routing rules. Call Route Request data consists of Caller ID, (Caller) Entered Digits, IVR data and DNIS, all collected via real-time monitoring. Note: Caller Entered Digits shows the Auto Attendant assignment for the workgroup that receives the call.
Basic & Advanced CallRouter CallRouter • The main window box displays the following workgroup fields: ID, Agents, Longest Idle Time, Service Level, Queue, Average Delay and Default Wait Time. • Add button - Click Add to log on to a workgroup whose incoming trunk call data you want to monitor. This opens a Log on Work Group dialog box. Enter the workgroup extension as the WorkGroup ID and password, and enter the virtual extension’s password.
Advanced CallRouter Wait Time in Queue, type in the desired minutes. (By default, the Extension ID field is grayed out.) • Delete button - click Delete to remove the selected workgroup from the display. • Change Default Wait Time (in Advanced CallRouter only) - click this button to change the default wait time associated with the workgroup queue.
Basic & Advanced CallRouter Additional Advanced CallRouter Features To build an SQL query that CallRouter will send to your database, use the Datasource dialog box. The customer information retrieved from your database will be used in the routing rule. To open the Datasource dialog box, right-click on a data Item you want to specify using information from an existing database. Select From user database: To build and SQL query: 1. Enter User Name and Password information for the database. 2.
Advanced CallRouter DSN - BankAccount Table Name - AccountBalance Matched Field Name - CustomerPhoneNumber Matched Field Data Type - char Note: as you build the query, the SQL query sentence will appear in the window at the bottom. 3. Specify the condition for this query. a. Select the Caller Match Item data for this query - Caller ID, CallerEnteredDigits, Dnis, Item name or IVR data. b. Add any additional condition. For example Where - && Balance>1000 4. Click OK.
Basic & Advanced CallRouter Example: Sales Workgroup extension number Support 500 600 Call Router virtual extension number 700 700 For both workgroups, you want CallRouter to check incoming calls for Caller ID and Caller Entered Digits, and to play the WG queue status if a match is found and all agents are busy. In AltiAdmin, you configure the Auto Attendant to which Call Router is assigned as shown below. (The example uses Auto Attendant 2.
Advanced CallRouter Similarly, for Support, you create a rule as shown below.
Basic & Advanced CallRouter CallRouter In the Monitor window, click Add to log on to Sales, entering both the workgroup extension & password and the virtual extension & password you specified in the “Auto Attendant Sales Queue Announcement” rule: AltiWare OE System Installation & Administration Manual 371
Advanced CallRouter In the Monitor window, click Add to log on to Support, entering both the workgroup extension & password and the virtual extension & password you specified in the “Auto Attendant Sales Queue Announcement” rule: 372 AltiWare OE System Installation & Administration Manual
Basic & Advanced CallRouter CallRouter The Monitor window shows that Call Router is logged on to both workgroups. Calls to each workgroup will be checked against the rules and will trigger queue announcement if a match is found and all agents are busy.
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APPENDIX A This appendix identifies the field codes for AltiGen’s CDR (Call Detail Reporting) records and the formats for the Station Message Detail Reporting (SMDR) specification support by AltiGen. The first tables describe CDR and RTM database elements, while the remainder of the section describes the SMDR format.
CDR Data Schema CDR Data Schema Table 1: CDR Call Format Database Element Definition Type Specification NodeID Server ID (System ID) assigned to an AltiServ system in AltiAdmin ULONG value: 1–100 SessionID Session ID: a unique number, usually 9 digits or larger, assigned by AltiWare to a call ULONG InternalCall Internal or external call UBYTE Direction of the call (incoming or outgoing) UBYTE Direction 0=External 1=Internal 1=None (logon/ off) 2=Incoming 4=Outgoing (includes silent monitor
Call Accounting Report Formats Table 1: CDR Call Format Definition Type Specification CallerType Type of line for an incoming call UBYTE 0=Unknown Call Accounting Report Formats Call Accounting Report Formats Database Element 1=Ext analog 2=Ext IP 3=Ext PHS (not used) 4=Ext virtual 5=Ext WG 11=trk analog 12=trk T1 13=trk IP 14=trk PRI 15=trk PHS (not used) CallerPad Line’s physical address for an incoming call UCHAR (5) E.g.
CDR Data Schema Table 1: CDR Call Format Database Element Definition Type Specification TargetType Type of line for an outgoing call UBYTE 0=None 1=Ext analog 2=Ext IP 3=Ext PHS (not used) 4=Ext virtual 5=Ext WG 11=trk analog 12=trk T1 13=trk IP 14=trk PRI 15=trk PHS (not used) TargetPad Physical address of line for an outgoing call UCHAR (5) TargetNum Target phone number of an outgoing call (extension number or off-net PSTN) UCHAR (41) TargetName Target name for an outgoing call (as entered
Call Accounting Report Formats Table 1: CDR Call Format Definition Type Tenant Tenant name for trunk UCHAR (31) AccountCode Account code UCHAR (11) AADuration Duration in seconds an incoming call is connected to the Auto Attendant; multiple connections to AA in a single session produces multiple records ULONG WaitDuration Duration in seconds a call is ringing and in workgroup queue ULONG VMDuration Duration in seconds after a call goes into a voicemail box; includes greeting, false attempts
CDR Data Schema Table 1: CDR Call Format Database Element Definition Type Specification ExitState State when call is terminated ULONG (see boxed inset) Specification [documented (HEX)] - [data output (Decimal)] - [exit state definition] “0x0001” - 1 - Auto Attendant “0x0002” - 2 - Ring No Answer “0x0003” - 3 - Queue “0x0004” - 4 - Voice Mail (no VM recorded) “0x0005” - 5 - VM (VM recorded) “0x0006” - 6 - Connect “0x0007” - 7 - Logon “0x0008” - 8 - Logoff “0x0009” - 9 - All Trunks Busy “0x000A” - 10
Call Accounting Report Formats Table 1: CDR Call Format Definition Type LogoffReason Logoff reason code UBYTE URL URL when “call” is initiated by AltiWeb user clicking the make-call button UCHAR (255) User Data Agent input UCHAR (255) Call Accounting Report Formats Call Accounting Report Formats Database Element Specification AltiWare OE System Installation & Administration Manual 381
RTM Data Schema RTM Data Schema Table 2: RTM Data Format Database Element Definition Type Specification/ * CDR Client Field NodeID Server ID (System ID) assigned to an AltiServ system in AltiAdmin ULONG value: 1–100 Date Day information ULONG mm/dd/yy Workgroup Data * Time Time Time interval short hh:mm * Period WGNum Workgroup Number UCHAR (8) MaxWaitTimeI nQ Longest waiting time in queue during searched time interval short PeakQLength Maximum queue length since midnight short Pe
Call Accounting Report Formats Table 2: RTM Data Format Definition Type Specification/ * CDR Client Field QLength Number of calls routed into the queue; if a call is recycled into the queue after RNA, the count is increased short * Calls in Queue DurationInQ Time calls waited in queue during searched time interval before being abandoned or answered ULONG *It is not an accumulated value, it is recorded at a specific point in time.
RTM Data Schema Table 2: RTM Data Format Database Element Definition Type Specification/ * CDR Client Field OutCallDuratio n Duration of outgoing calls (NumOutCall); from the time the call enters “Connected” state until disconnect ULONG * Outgoing Calls Duration NumCallToVM Count of voicemail messages (calls transferred to VM from queue by caller pressing #, and calls automatically transferred to WG VM after RNA for every agent) short * Calls Transferred to Voice Mail NumCallAband oneDuringRing
Call Accounting Report Formats Table 2: RTM Data Format Call Accounting Report Formats Call Accounting Report Formats Database Element Definition Type Specification/ * CDR Client Field NumQueueOve rflow Calls routed to the WG but not queued due to AltiAdmin settings that specify acceptable queue length and/or wait time short * Queue Overflow BeforeAnswerD uration Time calls waited in queue before being answered ULONG * Wait Time for Answered Calls DurationInQOf CallAband Total wait time of al
RTM Data Schema Table 2: RTM Data Format Database Element Definition Type Specification/ * CDR Client Field NodeID Server ID (System ID) assigned to an AltiServ system in AltiAdmin ULONG value: 1–100 Date Day information ULONG mm/dd/yy Agent Data * Time Time Time interval short hh:mm * Period AgentNum Agent extension number UCHAR (8) NumInCall Calls answered; if a call is rerouted to and answered by the same agent, the count is incremented short * Calls Answered InCallDuration Dura
Call Accounting Report Formats Table 2: RTM Data Format Definition Type Specification/ * CDR Client Field OutCallDuratio n Duration of outgoing calls (NumOutCall); from the time the call enters “Connected” state until disconnect ULONG * Outgoing Calls Duration NumWrapUp Number of times agent entered Wrapup, where Wrapup lasts from agent-set “Not Ready” to “Ready” status short * Wrapup WrapUpDurati on The amount of time for Wrapup, where Wrapup lasts from agentset “Not Ready” to “Ready” status
RTM Data Schema Table 2: RTM Data Format Database Element Definition Type Specification/ * CDR Client Field NodeID Server ID (System ID) assigned to an AltiServ system in AltiAdmin ULONG value: 1–100 Date Day information ULONG mm/dd/yy * Time Time Time interval short hh:mm * Period AgentNum Agent extension number UCHAR (8) WGNum Workgroup number UCHAR (8) Login Log state UBYTE 0=Logout 1=Login LogTimeStamp Login/logout time stamp ULONG ReasonCode Logout reason code UBYTE Num
Call Accounting Report Formats Table 2: RTM Data Format Call Accounting Report Formats Call Accounting Report Formats Database Element Definition Type Specification/ * CDR Client Field InCallDuration Duration of incoming calls (NumInCall), starting from the time the agent answers a call until the call is disconnected or transferred out of the WG ULONG * Calls Answered Duration NumOutCall All outgoing trunk and station-to-station calls that entered “Connected” state short * Outgoing Calls OutCa
SMDR Reporting Format Table 2: RTM Data Format Database Element Definition Type Specification/ * CDR Client Field NumCallToVM Count of voicemail messages short * Voice Mail VMDuration Total duration of voicemail messages ULONG * Voice Mail Duration SMDR Reporting Format Besides the CDR format, AltiServ reports telephone information in the Station Message Detail Reporting (SMDR) format to an application through the COM port.
Call Accounting Report Formats (Start, Length) Field trunk PAD number (27, 34) calling party (61, 4) called party (65, 7) space (72, 8) account code (80, 1) delimiter xxyy Notes x = board numb. y = channel numb.
SMDR Reporting Format (Start, Length) Field Format (72, 8) account code (80, 1) delimiter Notes 1 to 10 digits line feed From Extension A Extension A: 100 Extension B: 111 Outside #: 3210002: Calls Initiated by Extension A (Column A) 1 Dial out 11/18 05:53P 00:00:28 100 0100 3210002 2 Ext B fwd to Trk Y 11/18 05:55P 00:00:21 100 0001 3210002 3 Ext B ONA to Trk Y 11/18 05:57P 00:00:17 100 0100 3210002 4 VM make call to Trk Y 1/18 05:58P 00:00:15 100 0001 3210002 5 ### to Ext B (WG
Call Accounting Report Formats Calls Initiated by Extension A (Column A) System Speed Dial 11/18 06:07P 00:00:18 100 0001 12 Ext Speed Dial 11/18 06:08P 00:00:25 100 0100 3210002 13 #35 privilege overwrite to Ext B (WG B, virtual B) 11/18 06:09P 00:00:31 100 0001 3210002 14 B is WG B N/A 15 Ext B transfer to WG C N/A 16 Conference with Trunk 11/18 06:10P 00:00:25 100 0100 Call Accounting Report Formats Call Accounting Report Formats 11 3210002 3210002 From Trunk B Extension B: 100 T
SMDR Reporting Format Calls Initiated by Trunk X to Extension B (Column B) 5 ### to Ext B (WG B, Virtual B) and VM make call N/A 6 Ext B S-transfer to Trk Y* (see examples) 11/18 06:19P 00:00:21 0100 100 11/18 06:20P 00:00:41 0100 TRK0 11/18 06:20P 00:00:23 3210 0001 3210001 11/18 06:22P 00:00:24 3210 0001 11/18 06:22P 00:00:40 0100 3210 3210002 7 Ext B B-transfer to Trk Y* (see examples) 8 To Trk Y then transfer to Ext B N/A 9 Outcall Log time only, no lines logged 10 Zoomerang 11/18 06
APPENDIX B Registration & Technical Support Registration Register your product to receive software updates and new product announcements. To register your AltiGen product, fill out the “Product Registration Form” on page 398 and return the form to AltiGen Communications, Inc. by fax to 510-252-9738.
Technical Support End User customers, please contact your Authorized AltiGen Dealer for technical support. Direct AltiGen support is available to End User customers through E-mail only, when addressing problems that cannot be resolved by referring to the instruction manuals or by your Authorized AltiGen Dealer. Technical Support Hours During AltiGen’s business hours (7:00 A.M. to 5:30 P.M.
Registration & Technical Support 1. Local Authorized Dealers Service Department. 2. AltiGen’s Technical Support Manager at support@altigen.com. 3. For remaining unresolved problems or complaints, send an email to AltiGen’s CEO at ceo@altigen.com, or call 510-252-9712 x 120. This policy addresses the procedure for return of any materials to AltiGen from Authorized AltiGen Dealers only. It covers materials returned for any and all reasons.
Registration Fax Form Registration Fax Form Product Registration Form DATE:____________________________________________________ TO: AltiGen Customer Service FAX: 510-252-9738 NAME: ___________________________________________________ COMPANY:_______________________________________________ ADDRESS:_________________________________________________ ________________________________________________ ________________________________________________ PHONE NUMBER:__________________________________________ C
Glossary A AC - Alternating Current. ADPCM - Adaptive Differential Pulse Code Modulation. A sophisticated compression algorithm for digitizing audio that stores the differences between successive samples rather than the absolute value of each sample. This method of digitization also reduces storage requirements from 64K bits/second to as low as 24K bits/second.
Central Office (CO) - a switching system that connects lines to lines, lines to trunks, and trunks to trunks. These systems are operated by local telephone companies. The term sometimes refers to a telephone company building in which a switching system is located and sometimes includes other equipment (such as transmission system terminals). Centrex (CTX) - a business telephone service offered by a local telephone company from a local central office.
DC - direct current. The flow of free electrons in one direction with an electrical conductor, such as wire. Default - the preset value from the factory or the software writer that the program or equipment comes with. In the absence of any other command from the user, it will work with default values. DID - Direct Inward Dialing. digit - a single whole number between 0 and 9. disk duplexing - the procedure of copying data onto two hard drives, each using its own hard drive controller.
Ethernet - a communications protocol used in local area networks to connect computers, terminals, printers, etc., typically located within the same building. Ethernet operates over twisted wire and over coaxial cable at speeds up to 10 megabits per second. Ethernet is a physical link and data link protocol reflecting the two lowest layers of the DNA/OSI model.
ground start - a type of start signaling on a subscriber’s trunks in which the ring (minus side) is grounded (ground start) to get dial tone. GUI - Graphical User Interface. H hard disk - a sealed mass storage unit used for storing large amounts of data. hardware - a term used to describe the physical components of a machine, particularly computer equipment, and devices containing logic elements used in data processing or communication equipment. Hertz - cycles per second. Abbreviated as Hz.
L Language Server - allows the ability to record and play phrases in different foreign languages without requiring any software changes. Local address - an address used in a peripheral node or station in place of a network address and transformed to or from a network address for delivery purposes. Logoff - the procedure by which a user disconnects from a program or session. Logon - the procedure by which a user begins a program or terminal session and gains access to the AltiServ or Quantum system.
network address - An identifier for a node, station, or unit of equipment in a network. network domain - a set of workstations and servers that share a security account manager database and can be administered as a group. A user with an account in a particular network domain can log onto and access his or her account from any system in the domain. network server - networking software that responds to I/O or computes requests from a client machine.
P PABX - Private Automatic Branch Exchange. A private branch exchange (PBX) that provides access to and from the public telephone network without operator intervention. PBX - Private Branch Exchange. A switching system providing telephone communications between internal stations and external networks. PCM - Pulse Code Modulation. physical extension - is associated with a physical port and device.
Protected subsystems - integral subsystems that perform important operating system functions, such as security subsystems among others. protocol - A set of rules and conventions by which two computers pass messages across a network medium. Networking software generally implements multiple levels of protocols layered one on top of the other. Q Quantum - an ISA standard computer telephony board of AltiGen’s AltiServ product line.
SMTP - Simple Mail Transfer Protocol. Protocol for sending Internet email. station - any location wired to accept a telephone, sometimes referred to as an extension. Also another name for a place where a call can be answered. It may be a telephone, an Attendant console, a PC, or any other device. subscriber - a user or connection. The line from a telephone to a switch.
U UCA - Universal Communication Architecture. UPS - Uninterrupted Power Supply. A backup battery module attached to a computer that allows memory contents to remain intact long enough for the operating system to perform an orderly system shutdown if a power outage occurs. USB - Universal Serial Bus. user(s) - the person or persons accessing the features and functions of the AltiWare product. V W WATS - Wide Area Telephone Service. A leased service for direct long distance dialing.
410 AltiWare OE System Installation & Administration Manual
Index A AltiServ administration 101 characteristics 4 hardware requirements 29 online registration 45 platform requirements 3 platform selection 29 AltiServ features 22, 23 AltiServ-to-AltiServ network 151 AltiSpan caller ID 9 AltiTouch Plus 7 AltiView 25 AltiWare auto attendant features 12, 15 definition 399 developer support 6 installation 39 Internet integration features 18 main window 90 hardware status 93 NT service 40 PBX features 7 system administration features 19 T1/PRI features 21 tools 24 voice
Index time stamp 214 answer options 223 answering workgroup call handling 225 applet subdirectory 315 applet subdirectory files 316 apply to 19 Apply to, and trunks 173 Apply To, multiple extensions 191 area code, on trunk 173 area codes 21, 127 system home 103 attributes trunk 173, 175 audio peripheral 255 auto attendant actions 248 beginning prompt 248 configuration 241 – 253 features 12, 15 9-level menu 15 dial by name 15 direct station transfer 15 multiple attendant support 15 name directory 15 menu ite
Index access 173 area 173 codec G.711 22 G.723.
Index CSU 156, 158 CSU/DSU Requirements 156, 158 cumulative IP traffic statistics 265 current traffic statistics refresh interval 98 customerid.
Index calling options 218 configuration apply to multiple extensions 19 definition 402 DID number 194 email name 195 general settings 191 incoming call handling 220 information only mailbox 213 length 105 message notification 216 monitor list 229 One Number Access 226 outgoing call restrictions 218 physical extension 189, 406 send notification 218 speed dial 210 types defined 189 virtual 11, 189 definition 409 workgroup pilot number 189 extension configuration 189 – 231 Extension Configuration icon 92 Exten
Index helper applications 269 hold music on hold 9 Holiday Routine 101 Holiday Routing 12 home area code 103 hop off enabling 115 huntgroup, see workgroup 403 I icons, toolbar 92, 98 images subdirectory 315 impedance 177, 403 incoming call handling 187 incoming ring type 177 information only mailbox 16, 213 install previous version 84 installation AltiAdmin 81 cooling fan 37 hardware 29 heat factor 37 operating environment 31, 37 Windows NT Emergency Repair Disk 81 installation requirements 313 installatio
Index log entries 97 log level 265 login first time 98 workgroup 14 Login and Logout icons 92 login, logout 89 logout workgroup 14 logout reason code 139 loop current 30 loop start 177, 404 M N NAT 150 navigating AltiAdmin 89, 99 NetMeeting.
Index definition 267, 404 domain name 271 email 270 Internet service provider 270 local address 269 mixed-media messaging 269 helper applications 269 multiple AltiServ systems 22 multiple AltiServs 151 protocol 267 IMAP4 268 TCP/IP 268, 271 transport 267 quality of service 148 server side setup 270 Network Address Translation (NAT) 150 network configuration for VoIP 148 networking MIME 269 protocol POP3 268 SMTP 268 new installations AltiWare OE 47 no answer handling 224 node ID 376, 382, 386, 388 North Ame
Index pre-recorded prompts 252 PRI 156 channel assignment 157 equipment information 157 service request information 157 service requirements 156 with Voice 157 PRI ISDN Numbering Plan 168 product registration 395 form 398 productid.
Index R readme.
Index Superframe Format (SF) 163 switching service 40, 55 switching, shutting down 82 synchronization email servers 127 system area codes 21, 127 business hours 108 call park 10 call restrictions 112 callback from auto attendant 11 data management 259 distinctive ringing 103 DNIS in call routing 132 email 127 extension length 105 home area code 103 main number 103 messaging 124 numbering plan 104 summary report 263 work days 109 system administration features 19 system call park 104 system callback 24 syste
Index service parameters 155 service request information 155 signaling protocol 184 types of services 156 with Voice 155 T1 clock 164 T1 service 155 T1 signaling dialing delay 184 T1/PRI features 21 troubleshooting 170 T1/PRI configuration button 163 T1/PRI features ANI/DNIS Transport over Tie Trunks 21 hop off calls over Tie Trunks 9 TAPI definition 408 support 6 TCP fragmentation 149 TCP/IP 268, 271 technical support escalation procedures 396 TEI (terminal endpoint identifier) 169 tenant selection trunk 1
Index Trunk Configuration window 96 trunk interface loop/ground/wink start 11 Trunk Monitor Enable 231 trunk properties Quantum 176 Triton T1/PRI 183 Triton VoIP 181 VoIP 181 trunk seizure Quantum 177 trunk traffic, IP statistics 97 trunk view 154 Trunk View window 171 Trunk view window 95 trunk, number plan 106 trunks setting up attributes 173 trunks, tie 115 U UDP 149 unanswered calls 224 uninstall AltiWare 84 uninstalling AtliWeb 333 uninterrupted power supply (UPS) 31 update prompts 256 upgrading AltiW
Index multiple membership of 13 multiple queue announcements 13 pilot number 189, 406 silent monitoring 14 workgroup configuration 189 – 231 Workgroup view window 96 Z zero code suppression 163 Bell 163 GTE 163 Jam Bit 8 163 Zoomerang 24 AltiWare OE System Installation & Administration Manual 424
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COMMENTS: Mail to: AltiGen Communications, Inc. 47427 Fremont Blvd. Fremont, CA 94538 Or Call us at: (510) 252 - 9712 Fax us at: (510) 252 - 9738 E-Mail us at: docs@altigen.
