AltiGen comm ACM 5.1 manuel d'utilisation

AltiWare ™ ACM 5.1 Administration Manual 7/2007 4413-00 01-5.1[...]

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 char[...]

AltiWare 5.1 Administratio n Manual i Contents A BOUT T HIS M ANUAL . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Related Publications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 C HAPTER 1 Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .[...]

ii AltiWare 5 .1 Administration Manual C HAPTER 3 Getting Around AltiWare Administra tor 5.1 . . . . . . . . . . . . . . . . . 41 Logging In and Out . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41 Changing the Password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42 The AltiWare Ad[...]

AltiWare 5.1 Ad ministration Manu al iii C HAPTER 5 Gateway Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79 Managing AltiGateway s . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80 Setting Paramete rs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81 Add[...]

iv AltiWare 5 .1 Administration Manual Description of the Recorded File Name . . . . . . . . . . . . . . . . . . . . . . . . . . . 111 Configuring Call Recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112 Using a Remo te Shared Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113 C HAPTER 10 Applica[...]

AltiWare 5.1 Administratio n Manual v If You Need to Impr ove the Rx Level. . . . . . . . . . . . . . . . . . . . . . . . . . . . 165 If You Don’t Have the Milli-Watt Test Number . . . . . . . . . . . . . . . . . . . . . 165 Quantum Trunk P roperties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169 Incoming Call Routing[...]

vi AltiWare 5 .1 Administration Manual Setting Message No tification Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . 209 Setting the Messag e Types for Notification . . . . . . . . . . . . . . . . . . . . . . . 210 Emergency Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 210 Unusual VM Activity [...]

AltiWare 5.1 Admini stration Manual vii Setting Hunt Group Mail Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . 253 Disabling a Mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 254 Synchronizing with Exchange Se rver . . . . . . . . . . . . . . . . . . . . . . . . . . . . 254 Setting E-mail [...]

viii AltiWare 5.1 Administration Manua l Setting the Messag e Types for Notification . . . . . . . . . . . . . . . . . . . . . . . 289 Setting the Ty pe of Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 290 Setting Notifi cation Timing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 291 Setting Notifi[...]

AltiWare 5 .1 Administration Manual ix C HAPTER 25 Enterprise VoIP Network Management . . . . . . . . . . . . . . . . . . . . 323 Understanding V oIP Bandwidth Requ irements . . . . . . . . . . . . . . . . . . . . . . 324 Opening AltiEnte rprise Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 325 Changing the AltiE nterprise[...]

x AltiWare 5.1 Admini stration Manual Setting Up the Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 380 Install the AltiGen TAPI S ervice Provider on the Client . . . . . . . . . . . . . . . 380 Set Up Phone and Modem Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . 380 Set Up Phone Dialer . . . [...]

AltiWare 5 .1 Administration Manual xi A PPENDIX E Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43 1 Troubleshooting Vo IP—Common Symptoms and Solutions . . . . . . . . . . . . . . 431 I NDEX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 433[...]

xii AltiWare 5.1 Administ ration Manual[...]

AltiWare ACM 5.1 Administration Man ual 1 About This Manual This guide is designed for dealers, administrators, and technicians who are responsible for installation, configuration, and administration of an AltiWare AltiC ontact Manager (ACM) system. Another manual, the AltiServ User Guide, covers the AltiWare ACM end user features and functions suc[...]

2 AltiWare ACM 5.1 Adminis tration Manual[...]

AltiWare ACM 5.1 Administration Manual 3 C HAPTER 1 Overview AltiWare is AltiGen’s system software targeted for the small to midsize business and contact center market. AltiWare is designed with an intuitive easy-to-use graphical user interface so your IT staff can easily manage the system an d reduce administrative costs. The software is designe[...]

Chapter 1: Overview 4 AltiWare ACM 5.1 Administration Manual • SIP Extension Home Gateway Assignment - This feature affects only multi- chassis installations. The primary purpose of this feature is to allocate resources for the IP phone when conferencing, silent monitoring, barging-in, and conversation recording. This allows the administrator to [...]

Chapter 1: Overview AltiWare ACM 5.1 Administration Manual 5 • Codec Profile - Multiple code c profiles with di fferent settings can be created and applied to different locations. Each profile can have a different codec, jitter bu ffer, and packet length to accommodate different IP connections. • Bandwidth Control for VoIP Sessions - Each serve[...]

Chapter 1: Overview 6 AltiWare ACM 5.1 Administration Manual PBX New Features and Enhancements • Meet-Me Conference • MobileExt Enhancements: – Trunk property is dynamically changed between regular trunk and MobileTrunk, eliminating the requirement to dedicate a trunk for MobileTrunk use and the need to segment T1/PRI span. – Soft On-hook/O[...]

Chapter 1: Overview AltiWare ACM 5.1 Administration Manual 7 • When user clicks Delete All in call history, confirmation is required IPTalk Enhancements • IPTalk uses SIP protocol • Supports IPTalk behind NAT • Dial pad transmits DTMF to server when using IPTalk • User can select different ringing and voice devices AltiAgent • User rece[...]

Chapter 1: Overview 8 AltiWare ACM 5.1 Administration Manual Key System Features The following sections list the key features of the AltiWare system. IP PBX Features Account Codes - allows the user to input an account code on each call to track telephone usage in order to bill back to clients or create a re cord of calls specific to a project and t[...]

Chapter 1: Overview AltiWare ACM 5.1 Administration Manual 9 Configurable Phone Display - the system administrator can configure the Caller ID, Name, or DNIS number displayed on a phone set. Conversation Recording - an extension user can record a conversation to vo ice mail. Dialed Digit Translation - allows the administrator to select a single dia[...]

Chapter 1: Overview 10 AltiWare ACM 5.1 Administrat ion Manual Intercom Call - by pressing #93 on an analog ph one, users can make an intercom call to an AltiTouch 510 or an AltiGen IP phone. If th e phone is in idle state, the phone speaker will be turned on, and the voice path is connected. If the target phone is busy, the caller will hear a busy[...]

Chapter 1: Overview AltiWare ACM 5.1 Admin istration Manual 11 Personal Call Park and Pick Up - users can park calls at one station to be picked up at another station. Up to 50 calls may be parked at one station simultaneously. Calls parked to a group are protected. Only group agents or the person who parked the call can pick it up. Single Call Wai[...]

Chapter 1: Overview 12 AltiWare ACM 5.1 Administrat ion Manual Call Queuing - places caller in a queue to wait until an ACD group member becomes available. Call Queue Announcement - before a call enters a workgroup queue, the system announces the expected wait time or call queue length to the caller. Call to Queue Aler t - agents can be alerted via[...]

Chapter 1: Overview AltiWare ACM 5.1 Admin istration Manual 13 • Assigning skill level requir ement (SKLR) to caller • Assigning skill level (SKL) to agent • Matching caller’s SKLR to agent’s SKL • Setting skill coverage and e scalation rules Supervisor Silent Listen - allows a workgroup supervisor to silently listen to a call between w[...]

Chapter 1: Overview 14 AltiWare ACM 5.1 Administrat ion Manual Auto Attendant (AA) Features The AA features provide quick and courteous processing of all incoming calls. An AA can be configured to serve as a primary attendant or as a backup to a receptionist. AA features i nc l ud e: Dial By Name - allows a caller who do es not know your extension [...]

Chapter 1: Overview AltiWare ACM 5.1 Admin istration Manual 15 Making a Call from the V oice Mail System - allows users to make a call from within the Voice Mail System by pressing # at the Main Menu and entering the internal extension or external phone number. This is especially useful while traveling where users can respond to all messages and ma[...]

Chapter 1: Overview 16 AltiWare ACM 5.1 Administrat ion Manual Exchange Integration - provides message synchronization between AltiWare and a Microsoft Exchange server on the LAN. This feature allows for dynamic synchronization of mail between the two servers so that deleted messages from one server get automatically deleted in the other server. Si[...]

Chapter 1: Overview AltiWare ACM 5.1 Admin istration Manual 17 Monitor List - lets you configure an extension’s privilege to see other extension’s call activity through AltiView or AltiAgent. Password Security - allows administrators to lock extensions that have been “attacked” with false password attempts and to set default system password[...]

Chapter 1: Overview 18 AltiWare ACM 5.1 Administrat ion Manual Global IP Dialing Table - The IP Dialing Table is configur ed in AltiEnterprise Manager. The IP Dialing Table configuration is used to create location-based routing in the AltiEnterprise. The 5.1 IP Dialing Ta ble suppor ts hop-off blocking by location to prevent unnecessary hop-off cal[...]

Chapter 1: Overview AltiWare ACM 5.1 Admin istration Manual 19 Optional Add-On Software The following software is optional: AltiConsole - a Windows-based Attendant console connected to AltiW are over a network; emulates a standard, hardware-b ased A tt endant console through software; has the flexibility of adding new featur es through softw are wi[...]

Chapter 1: Overview 20 AltiWare ACM 5.1 Administrat ion Manual[...]

AltiWare ACM 5.1 Admin istration Manual 21 C HAPTER 2 Software Installation & License Registration This chapter briefly describes the installation process of the system software, AltiWare 5.1. For complete and up-to-date instructio ns, refer to the Readm e on your AltiWare ACC/ACM 5.1 CD. The chapter also walks you through the license activatio[...]

Chapter 2: Software Installation & License Registration 22 AltiWare ACM 5.1 Administrat ion Manual • Windows Server 2003 • Windows XP Professional For AltiWare 5.1 Client Applications • Windows 98 2nd Edition (AltiView, AltiAgent, AltiSupervisor only) • Windows 2000 Server/Professional with SP4 and above • Windows XP Professional • [...]

Chapter 2: Software Insta llation & License Registration AltiWare ACM 5.1 Admin istration Manual 23 Preparation for Installation Before you start installing AltiWare, you need the following: • Windows Update —Make sure your server has the recommended Windows Service Pack or Update. • AltiWare 5.1 CD ROM —The AltiWare CD ROM that contain[...]

Chapter 2: Software Installation & License Registration 24 AltiWare ACM 5.1 Administrat ion Manual Upgrade and Migration Path The following diagram shows the soft ware upgrade and migration path. Note: You can upgrade to A ltiWare ACC/ACM 5.1 software only from a 5.0A re lease. Upgrading from 5.0A to 5.1 Please refer to the Readme on your AltiW[...]

Chapter 2: Software Insta llation & License Registration AltiWare ACM 5.1 Admin istration Manual 25 10. In the Setup Type dialog box, select the Upgrade from 5.0A option. Follow the instructions on the screen to complete the installati on process. Note: If you plan to run Exchange Integration, make note of the system-assigned password (or chang[...]

Chapter 2: Software Installation & License Registration 26 AltiWare ACM 5.1 Administrat ion Manual 5. Log in to Windows as a domain or local user account that has local administrator privileges. If your machine is a stand-alone server, you need to log in as a local administrator account. 6. Insert the AltiWare CD-R OM into the CD-ROM drive. 7. [...]

Chapter 2: Software Insta llation & License Registration AltiWare ACM 5.1 Admin istration Manual 27 All software must be registered, including AltiWare Office products. No AltiGen software comes out of the factory pre-registered. All license keys must be regi stered to the system key — without proper registration, the system w ill function wi[...]

Chapter 2: Software Installation & License Registration 28 AltiWare ACM 5.1 Administrat ion Manual When the System Has an Internet Connection To activate any license through online registration , follo w the se s tep s: 1. From the About AltiWare window in AltiWare Administrator, click on the License Information button. 2. Click the Registratio[...]

Chapter 2: Software Insta llation & License Registration AltiWare ACM 5.1 Admin istration Manual 29 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. Click the Online Register button. This launches the followi[...]

Chapter 2: Software Installation & License Registration 30 AltiWare ACM 5.1 Administrat ion Manual For the Customer Information and Installer Information sections, fill in all fields (required) and click Next when finish ed. 9. The next web page allows for entering of new License Keys or for addin g any additional licenses. Click Add More Keys [...]

Chapter 2: Software Insta llation & License Registration AltiWare ACM 5.1 Admin istration Manual 31 Note: All keys are case-sensitive. 10. The next web page disp lays the licenses that have been activated and are about to be registered. • Approved licenses are indicated by a green check mark and will display a description next to the approved[...]

Chapter 2: Software Installation & License Registration 32 AltiWare ACM 5.1 Administrat ion Manual 13. Return to the AltiWare system. In the License In formation window, click the Refresh button. The licenses that have just been validated w ill appear in the license field, along with an accompanying Registration Key number and De scription of t[...]

Chapter 2: Software Insta llation & License Registration AltiWare ACM 5.1 Admin istration Manual 33 When the System Has No Internet Connection To register any license through online registration when the local AltiWare system has no Internet connection, follow these steps: 1. From the About AltiWare window in the local AltiWare Administrator, c[...]

Chapter 2: Software Installation & License Registration 34 AltiWare ACM 5.1 Administrat ion Manual 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. Click Save Register Form to save registration information as[...]

Chapter 2: Software Insta llation & License Registration AltiWare ACM 5.1 Admin istration Manual 35 Click Next when finished. 10. The next web p age allows for inputting of Customer and Installer information. For the Customer Information and Installer Information sections, fill in all fields (required) and click Next when finish ed. 11. The nex[...]

Chapter 2: Software Installation & License Registration 36 AltiWare ACM 5.1 Administrat ion Manual Click Add More Keys to add more licenses, or click Next to register these licenses. Note: All keys are case-sensitive. 12. The next web page disp lays the licenses that have been activated and are about to be registered. • Approved licenses are [...]

Chapter 2: Software Insta llation & License Registration AltiWare ACM 5.1 Admin istration Manual 37 – obsolete licenses – not enough digits in license number – wrong license number – license number is registered to another system key You may attempt up to three retries to validate licenses. If you click Retry a fourth time, the Web Regi[...]

Chapter 2: Software Installation & License Registration 38 AltiWare ACM 5.1 Administrat ion Manual 16. Return to the AltiWare machine. In the License Information window, click the Load button to load the exctl file into the AltiWare system. 17. Click Refresh to update the License Information window. Any newly activated licenses through web regi[...]

Chapter 2: Software Insta llation & License Registration AltiWare ACM 5.1 Admin istration Manual 39 Copy activation file failed. Activation file (exctl) is not in the specified folder, is missing, or is corrupted. Make sure you select the correct file folder wh ere the activation file is located and try again. If p roblem persists, you can manu[...]

Chapter 2: Software Installation & License Registration 40 AltiWare ACM 5.1 Administrat ion Manual[...]

AltiWare ACM 5.1 Administrat ion Manual 41 C HAPTER 3 Getting Around AltiWare Administrator 5.1 This chapter gives a brief overview of Alti Ware Administrator, the program used to configure and administer the AltiWare AltiContact Center and AltiContact Manager applications (ACC/ACM). AltiWare Administrator has a graphical user interface with tabbed[...]

Chapter 3: Getting Around AltiWare Administrator 5.1 42 AltiWare ACM 5.1 Administration Manu al To log out, click the Logout button, or select Services > Logout . Changing the Password Select Services > Change Password to open a Change Password dialog box. You’ll be prompted to type in and verify a new password, then click OK . The AltiWare[...]

Chapter 3: Getting Around AltiWare Administrator 5.1 AltiWare ACM 5.1 Administration Man ual 43 • System Opens windows where you can configure syst em settings, gateways, voice mail, auto attendants, multilingual support, call re cording, and application extensions. • PBX Opens windows where you can configure trunks, in call routing, out call r[...]

Chapter 3: Getting Around AltiWare Administrator 5.1 44 AltiWare ACM 5.1 Administration Manu al IP Phone . Opens the IP Phone Configuration window. Shortcut for PBX > AltiGen IP Phone Configuration . AA . Opens the AA Configuration window. Shortcut for Sy stem > AA Configuration . Recording . Opens the Recording Configuration window. Shortcut[...]

Chapter 3: Getting Around AltiWare Administrator 5.1 AltiWare ACM 5.1 Administration Man ual 45 Figure 3. Boards window Click on any column head to sort by that column. Click again to reverse the sort order. Extension View Window The Extension View window displays the name, location, and status of all assigned extensions. Figure 4. Extension View w[...]

Chapter 3: Getting Around AltiWare Administrator 5.1 46 AltiWare ACM 5.1 Administration Manu al The Reset button resets the selected extension to the idle status. You’ll be asked to confirm the reset. You can click the Rese t button without selecting an extension, and then type in the extension number for the extension to reset. Trunk View Window[...]

Chapter 3: Getting Around AltiWare Administrator 5.1 AltiWare ACM 5.1 Administration Man ual 47 Call Log View Window The Call Log View window displays the line and trunk traffic history. Figure 6. Call Log View window The window displays, for the last 30 calls, the caller line or number, the callee, the starting time in 24-hour format and the lengt[...]

Chapter 3: Getting Around AltiWare Administrator 5.1 48 AltiWare ACM 5.1 Administration Manu al • Unstaff —the number of agents who are logge d out from the system and have become a vir t ual extensio n • Queue —the number of calls waiting in queue • Waiting Time —the longest wait time of callers in queue • Service Leve l — the perc[...]

Chapter 3: Getting Around AltiWare Administrator 5.1 AltiWare ACM 5.1 Administration Man ual 49 • Total Packet Loss Rate —the total number of voice packets that • Max Packet Loss Rate —the • Jitter —displays the average length of delay per voice packet in milliseconds. This number can be used to measure the quality of service on the net[...]

Chapter 3: Getting Around AltiWare Administrator 5.1 50 AltiWare ACM 5.1 Administration Manu al Programs Available from the Windows Start Menu Severa l AltiWare pro grams ar e available from the Windows Sta rt menu. Available under AltiWare ACC/ACM : • ACC/ACM Administrator 5 .1 —Lets you configure and administer your AltiWare system. • AltiE[...]

AltiWare ACM 5.1 Administration Man ual 51 C HAPTER 4 System Configuration The System Configuration window provides for configuring the AltiWare ACC/ACM system-wide settings. To open the System Configuration window, do one of the following: • Click the System Configuration button on the toolbar. • Select System > System Configurat ion . You [...]

Chapter 4: System Configuration 52 AltiWare ACM 5.1 Administration Manu al Setting General Parameters Use the Gene ral tab in the System Configuration window to set the system ID, area code, main number, and country; extensions for the manager, the operator, the MeetMe conference administrator; and options for distinctive ring, conference bridge, a[...]

Chapter 4: System Configurati on AltiWare ACM 5.1 Administration Man ual 53 Manager Extension Select the system mana ger’s extension number. The system manager has access to the fol lowing system administrator functi ons: • Record custom phrases • Turn on trunk blocking (#38) • Manage voice mail’s Sys tem Distribu tion List from phone •[...]

Chapter 4: System Configuration 54 AltiWare ACM 5.1 Administration Manu al Setting a System Number Plan The system number plan defines the extension digit length. You can use from 3–6 digits for extensions. You also use the system number plan to set a DID number length to use, and to define the system response to the first digit dialed—for exam[...]

Chapter 4: System Configurati on AltiWare ACM 5.1 Administration Man ual 55 To set the number plan, select System > System Configuration , then click the Number Plan tab. Figure 2. System Configuration, Number Plan tab Use the Number Plan tab to specify the following parameters: Parameter Description Extension Number Length The number of digits [...]

Chapter 4: System Configuration 56 AltiWare ACM 5.1 Administration Manu al DID Number Length The number of digits needed to match a DID (Direct Inward Dialing) number. The range is from 2 - 16. Each extension can be assigned a DID number. A DID number does not have a fixed length. For example, suppose the DID number length is 4 and the extension DI[...]

Chapter 4: System Configurati on AltiWare ACM 5.1 Administration Man ual 57 First Digit Translator Configuration Figure 3. Single Digit Routing To set up a First Digit Tr anslator entry, select the check box (to the left of 1-9, * or #), then e nter the desired digits. Whe n a box is checked, the digit preprocessor will replace the first digit 1-9,[...]

Chapter 4: System Configuration 58 AltiWare ACM 5.1 Administration Manu al Extension Dialed Digit Translator Note: This feature is intended for, but not limited to, allowing a remote IP extension to make an emergency call (911) through AltiServ. If AltiServ is in a different l ocation than the IP extension, the e mergency call can be routed to t he[...]

Chapter 4: System Configurati on AltiWare ACM 5.1 Administration Man ual 59 3. (optional) From the Non members lis t, you may select an IP extension that the Extension Dialed Digit Translator will apply to. You can apply the sam e Member s to multiple locations. You may also enable the By pass Account Code option if Account Codes are required . 4. [...]

Chapter 4: System Configuration 60 AltiWare ACM 5.1 Administration Manu al 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 system setti ngs such as trunk, and DNIS and call[...]

Chapter 4: System Configurati on AltiWare ACM 5.1 Administration Man ual 61 To access the Business Hours settings, select System > System Configuration , then click the Business Hours tab. Figure 5. System Configuration, Business Hours tab Multiple Business Hours profiles can be conf igured in a system. A default “System” Business Hours prof[...]

Chapter 4: System Configuration 62 AltiWare ACM 5.1 Administration Manu al Routing Calls on Holidays You can create special routes for incoming DNIS and trunk calls that come in on designated holidays. For holidays that your organization treats as half-days, you can create separate profiles for business and non-business hours. Note: Incoming DID an[...]

Chapter 4: System Configurati on AltiWare ACM 5.1 Administration Man ual 63 Figure 6. System Configuration, Holiday tab Multiple Holiday Profiles can be configured in a system. Each Holiday Profile can include multiple holidays. A default “System” Holiday profile is already configured. Multiple Holiday Profiles can also be assigned to DNIS Rout[...]

Chapter 4: System Configuration 64 AltiWare ACM 5.1 Administration Manu al The holiday you added appears in the Holiday list. Additional holidays you create appear in the list and together make up the Holida y Profile. To set call routing 1. Select a Holiday Profile from the Profile drop-down list, and then select a holiday in that profile from the[...]

Chapter 4: System Configurati on AltiWare ACM 5.1 Administration Man ual 65 Figure 7. System Configuration, System Speed tab Adding Speed Dial Entries To add a speed dial entry, 1. Click the Add button. The Speed Dial Configuration dialog box appears. 2. The next available ID is filled in for you, or you can select the ID number using the drop-down[...]

Chapter 4: System Configuration 66 AltiWare ACM 5.1 Administration Manu al Editing Speed Dial Entries To edit an entry, double-click the number you want to work with, or select the n umber and click Edit . In the Speed Dial Configuration dial og box that appears, edit the entry and click OK . Figure 8. Speed Dial Configuration To delete a system sp[...]

Chapter 4: System Configurati on AltiWare ACM 5.1 Administration Man ual 67 Figure 9. System Configuration, Call Restriction tab Blocking Calls to Area Codes from All Extensions To add or edit system-prohibited area codes: 1. Double-click an index entry in System Prohibited Pr efixes list, or select the index entry and click Edit . This opens a dia[...]

Chapter 4: System Configuration 68 AltiWare ACM 5.1 Administration Manu al Locking Attacked Extensions If a user enters e ight consecutive in valid pa sswords when logging on to voice mail or to activate an extension, AltiWare considers this an attack. To protect your company from theft of services, you can lock an attacked extension for the period[...]

Chapter 4: System Configurati on AltiWare ACM 5.1 Administration Man ual 69 Creating Account Codes Account Codes let you enable or force users to assign incoming and outgoing calls to particular account codes for billing, tracki ng, or forecasting pu rposes. Up to 10,000 account codes can be created. To access the Account Code tab, select System &g[...]

Chapter 4: System Configuration 70 AltiWare ACM 5.1 Administration Manu al • How you want the system to manage an internal CDR database. • If CDR needs to be output through a COM port to another computer, which COM port and which baud rate to use. To learn more about internal and external CDR databases and schema, refer to the CDR Search Manual[...]

Chapter 4: System Configurati on AltiWare ACM 5.1 Administration Man ual 71 External (Remote) Logging of Call Data AltiWare allows you to outp ut CDR records to a Microsoft SQL Server 2000 database. Before you enable external logging, you need to set up and configure the SQL database and external logger applicat ion. Please refer to the CDR Search [...]

Chapter 4: System Configuration 72 AltiWare ACM 5.1 Administration Manu al Country-Relevant Settings The Country Relevant tab in the System Conf iguration window contains group boxes for setting toll call prefixes and emergency numbers. The Country field displays the country selected on the System Configuration, General tab. Figure 14. System Confi[...]

Chapter 4: System Configurati on AltiWare ACM 5.1 Administration Man ual 73 Setting Emergency Numbers The number in the Emergency Number field will have the system automatically find a trunk to process the call without the extension user dialing a trunk access code first. You may enter up to three emergency num bers in the appropriate fields. Note:[...]

Chapter 4: System Configuration 74 AltiWare ACM 5.1 Administration Manu al To configure music on hold 1. Check Enable Callers on Hold or in Queue t o Listen to Music or Recorded Announcement . 2. Select the Quantum, Triton Analog Station, or VoIP board number to which the audio equipment is attached. Playing Music from a File for Mus ic On Hold The[...]

Chapter 4: System Configurati on AltiWare ACM 5.1 Administration Man ual 75 To play an update pro mpt every 6 0 seconds: 1. Check the Play Update Prompt Every 60 Seconds check box. 2. Use the drop-down list to select the prompt number you want to u se for the greeting message. Note: These settings will be used by all hunt groups and workgroups as t[...]

Chapter 4: System Configuration 76 AltiWare ACM 5.1 Administration Manu al There are a total of nine activity codes; the first six are pre-configured as follows: 1 - System Default, 2 - Personal, 3 - Meeting, 4 - Away From Desk, 5 - Business Travel, 6 - Personal Time Off The remaining three activity codes (7, 8, 9) are not assigned and can be custo[...]

Chapter 4: System Configurati on AltiWare ACM 5.1 Administration Man ual 77 Feature Profiles Select System > System Configurat ion , then click the Feature Profiles tab to configure feature profiles. Figure 16. System Configurat ion, Feature Profiles tab The Feature Profiles configuration tab allows the syst em administrator to create an extensi[...]

Chapter 4: System Configuration 78 AltiWare ACM 5.1 Administration Manu al Other Features: #12 – Language Setting #38 – Outside Call Blocking #39 – Operator Offline #44 – Overhead Paging #45 – Overhead Paging by Trunk #46 – Group Paging #53 – Outgoing Workgroup #54 – Login Workgroup #56 – Logout Workgroup #59 – Workgroup Call Mo[...]

AltiWare ACM 5.1 Admin istration Manual 79 C HAPTER 5 Gateway Management The softswitch architecture used in AltiWare release 5.1 allows multiple AltiGen servers to be configured as AltiGateways. Each gateway is controlled by the AltiWare 5.1 software, rather than by the hardware as in traditional switching center technology. An AltiGateway , then,[...]

Chapter 5: Gateway Management 80 AltiWare ACM 5.1 Administrat ion Manual Note: AltiWare and AltiGateway servers have to be on the same LAN. Connecting an AltiGateway from a remote site to the AltiWare site through a WAN connection is not supported. The WAN network delay and latency may cause sy nchronization signal failure between AltiWare and the [...]

Chapte r 5: Gate way Man agement AltiWare ACM 5.1 Admin istration Manual 81 Setting Parameters To read or set parameters for a specific gateway, first select the gateway in the All Gateways list. After making changes to a gateway, c lick Apply before selecting another gateway. When you are finished with the window, click Close . Parameter Descripti[...]

Chapter 5: Gateway Management 82 AltiWare ACM 5.1 Administrat ion Manual Adding and Attaching a Gateway Caution! Always try to attach a gateway whe n call a ctivity in the system is low . If resources are being used in one of the gateways , ongoing calls may be dropped . To attach a gateway to the AltiWare system, you must first add it to the list [...]

Chapte r 5: Gate way Man agement AltiWare ACM 5.1 Admin istration Manual 83 To attach a gateway to the AltiServ system: 1. Select the gateway you want to attach. 2. Click the Attach button. It takes 2-5 minutes to attach a gateway, depending on how many boards are in the gateway. If a “Failed” message appears, you may have entered an incorrect [...]

Chapter 5: Gateway Management 84 AltiWare ACM 5.1 Administrat ion Manual AltiGateway Configuration Tool The configuration tool that opens when you click the Config button in the Gateway Management window can also be opened from th e Start > All Programs > AltiWare ACC/ACM > Gateway menu. When you open it from the Start menu, you’ll see t[...]

Chapte r 5: Gate way Man agement AltiWare ACM 5.1 Admin istration Manual 85 Status The status of the gateway: active, disconnected, initializing, resetting, failed. Current Softswitch IP Address The IP address of the machine running AltiWare. Product Version The software version of the AltiGateway service. Parameter Description[...]

Chapter 5: Gateway Management 86 AltiWare ACM 5.1 Administrat ion Manual[...]

AltiWare ACM 5.1 Admin istration Manual 87 C HAPTER 6 Voice Mail Configuration Use the Voice Mail Configuration window to control the following: • How the system processes voice mail notification • How the system processes voice mail deletion and expired messages • How the system records voice mail, system phrases, custom phrases, personal gr[...]

Chapter 6: Voice Mail Configuration 88 AltiWare ACM 5.1 Administrat ion Manual Figure 1. Voice Mail Configuration, Messaging tab Setting Message Notification Retries When a message is sent to a user’s voice ma ilbox and o utcall notification is configured, the system will try to call a phone number, page r, or an extension to deliver notification[...]

Chapter 6: Voice Mail Configuration AltiWare ACM 5.1 Admin istration Manual 89 Setting Message Management Options Set voice mail message confirmation and warning parameters: Setting Message Recording Options Set voice mail message recording parameters: Setting E-mail Messaging Options To use the AltiWare e-mail services, configure the following set[...]

Chapter 6: Voice Mail Configuration 90 AltiWare ACM 5.1 Administrat ion Manual Synchronizing E-mail with Exchange Creating Distribution Lists The System Distribution Lists provide for forwarding voice mail messages to multiple recipients defined as list members. To forward a voice mail to all list members, a user needs to enter only the two-digit I[...]

Chapter 6: Voice Mail Configuration AltiWare ACM 5.1 Admin istration Manual 91 Figure 2. Voice Mail Configuration, Voice Mail Distribution List tab Defining a Distribution List 1. On the Voice Mail Distribution List tab, select an ID (00 – 99) in the System Distribution List ID drop-down list. The list name, if any, now appears in the Name box; t[...]

Chapter 6: Voice Mail Configuration 92 AltiWare ACM 5.1 Administrat ion Manual[...]

AltiWare ACM 5.1 Admin istration Manual 93 C HAPTER 7 Auto Attendant Configuration The auto attendant (AA) feature provides quic k and courteous processing of all incoming calls. An AA can be configured to serve as a primary attendant or as a backup to a receptionist. In a call-heavy environment the AA can greatly reduce the number of calls that ne[...]

Chapter 7: Auto Attendant Configuration 94 AltiWare ACM 5.1 Administrat ion Manual record custom phrases, use pre-recorded phrases and use pro fes sion ally recorded phrases. Example: AA Planning Adding Auto Attendants The first 16 AAs are provi ded w ith the me nus blank. You can edit these as described in “Editing Auto Attendants” on page 95.[...]

Chapter 7: Auto Attendant Configuration AltiWare ACM 5.1 Admin istration Manual 95 To add an AA beyond the first 16: Click the AA Configuration button , or select System > AA Configuration . Figure 1. AA Select window • Edit —opens the AA window, where you can edit the selected AA as described in “Editing Auto Attendants” on page 95. •[...]

Chapter 7: Auto Attendant Configuration 96 AltiWare ACM 5.1 Administrat ion Manual Figure 2. AA window Note: You can check the Hide ‘No Action’ I tems check box to hide items that are set to “no action.” This will give you a cleaner view of your various action items. Configuring Menu Items The AA is a tree-based structure with unlimit ed tr[...]

Chapter 7: Auto Attendant Configuration AltiWare ACM 5.1 Admin istration Manual 97 • Fourth step—Set Call SKLR (Skill Level Re quireme nt) for AltiWare ACM skill-based routing. You can assign an SKLR from 1-9 to the caller who selects this menu item. If this box is not checked, go to the next step without delay. • Fifth step—Execute the act[...]

Chapter 7: Auto Attendant Configuration 98 AltiWare ACM 5.1 Administrat ion Manual Collecting Digits When a caller selects the "Collect Digits" action item, a custom phrase is required to advise the caller how many digits are required . The system will look at "Min Length" and "Max Length" to determine if the collect d[...]

Chapter 7: Auto Attendant Configuration AltiWare ACM 5.1 Admin istration Manual 99 To use the Collect Digits action: 1. Select the Adv. - Collect Digits action, then set the following additional parameters: Figure 3. Collect digits • Text T ag —a tag name, which is critical for the following operations: • For CDR logging, the IVRData field wi[...]

Chapter 7: Auto Attendant Configuration 100 AltiWare ACM 5.1 Administration Man ual Making Auto Attendant Assignments Once the AAs are set up, you can use them in various in-call routing situations—trunk, DNIS, caller ID, in-call routing, and an answer ing option fo r an extension or workgroup. For example, for trunk /AA assignments, s ee “Quan[...]

Chapter 7: Auto Attendant Configuration AltiWare ACM 5.1 Administration Manual 101 Recording Custom Phrases from the AltiGen Phone When you create custom phrases from the AltiGen phone, keep a record of phrase numbers and the corresponding phrases so that if a phrase needs to be changed, the correct phrase number is readily available. To record a c[...]

Chapter 7: Auto Attendant Configuration 102 AltiWare ACM 5.1 Administration Man ual To install professionally re corded phrases or prompts: 1. Assign a prompt n umber to each prompt yo u would like recorded . Or give the prompt a unique identifying name. AltiGen-supp lied phrases are numbered, but phrases don’t have to be numbered. 2. Submit your[...]

AltiWare ACM 5.1 Administration Manual 103 C HAPTER 8 Multilingual Configuration AltiWare ACM supports multiple language prom pts (8 languages total) for trunk calls and extension users, letting you configure your system to handle the following types of scenarios in a multilingual environment: • An auto attendant (AA) may serve callers who speak [...]

Chapter 8: Multilingual Configuration 104 AltiWare ACM 5.1 Administration Man ual • Enable the extension user to change the preferred language for the extension by using a feature code #12 , if desired. • Configure the Language Setti ng in DNIS, if desired. Creating Language Phrase Packages For each set of phrases you want in a different langua[...]

Chapter 8: Multilingual Configuration AltiWare ACM 5.1 Administration Manual 105 Configuring for a Multilingual System To configure AltiWare as a multilingual system, select System > Multilingual Configuration . The Multilingual Configuration screen opens to the Language tab. Here you will add references to the language direct ories you created.[...]

Chapter 8: Multilingual Configuration 106 AltiWare ACM 5.1 Administration Man ual The contents of the fields System phrase directory and Custom phrase directory are fetched from the location where the la nguage phrases are stored. They are not editable. Only the description of the language is editable here. To edit it, click the Edit button or doub[...]

Chapter 8: Multilingual Configuration AltiWare ACM 5.1 Administration Manual 107 Configuring the Extension Extension users have a default language conf igured, and that language is always used for them whenever they hear a prompt on their extension. The default language is assigned in Extension Configuration > General tab. Figure 3. Selecting a [...]

Chapter 8: Multilingual Configuration 108 AltiWare ACM 5.1 Administration Man ual To configure feat ure code #12 for language selection: 1. Check the Language Selection Prompt check box. 2. Select the prompt the extension user will hear after pressing #12 . You must know the text of this prompt, so you can match the lan guages to the correct number[...]

Chapter 8: Multilingual Configuration AltiWare ACM 5.1 Administration Manual 109 Using DNIS to Set the Language If your company has multiple phone numbers , you can configure AltiWare to direct a caller to prompts in a selected language based on the phone number the caller has dialed. To direct specified DNIS calls to a selected-language AA or exte[...]

Chapter 8: Multilingual Configuration 110 AltiWare ACM 5.1 Administration Man ual See “DNIS Routing” on page 177 for rules and restrictions on routing using DNIS. Which Language Will Be Used? AltiWare follows these rules to determine which language to use: 1. The extension user hears the prompts in th e language configured or selected via the #[...]

AltiWare ACM 5.1 Administration Manual 111 C HAPTER 9 Call Recording Configuration This chapter is relevent only if your system is using AltiWare ACM edition. AltiWare ACC edition does not support centralized call recording. To use the centralized call recording function, make sure the following requirements are met: • You need an ACM centralized[...]

Chapter 9: Call Recording Configuration 112 AltiWare ACM 5.1 Administration Man ual • trk(bbcc) for an inbound trunk call without caller ID. bb is the board logical ID and cc is the channel ID • calleeID is the target number or trk (bbcc) • workgroupID is the workgroup number for a workgroup call, or ext for extension call • DNIS is the DNI[...]

Chapter 9: Call Recording Conf iguration AltiWare ACM 5.1 Administration Manual 113 Important: If you are using FTP protocol, the FTP server must be installed and configured properly on the same machine as the Central Location directory. An FTP folder must be created for the Central Location , so that it can be fully accessible through FTP. The FTP[...]

Chapter 9: Call Recording Configuration 114 AltiWare ACM 5.1 Administration Man ual 1. From the desktop, select Map Network Drive from the Tools menu. Figure 2. Map Network Drive 2. In the Map Network Drive dialog box, click the Sign up for online storage or connect to a ne twork server link. Figure 3. “Sign up for online storage or connect to a [...]

Chapter 9: Call Recording Conf iguration AltiWare ACM 5.1 Administration Manual 115 Figure 4. Add Network Place Wizard 3. Click Next . You’ll see the screen below: Figure 5. Add Network Place Wizard 4. Click Choose another network location and click Next . The following screen is displayed:[...]

Chapter 9: Call Recording Configuration 116 AltiWare ACM 5.1 Administration Man ual Figure 6. Add Network Place Wizard - Internet/Network Address 5. Type the address of the Web site, FTP site, or network location in the field, for example,”ServerNamesharefolder”; or use the Browse button to locate the destination path. Click View some exampl[...]

Chapter 9: Call Recording Conf iguration AltiWare ACM 5.1 Administration Manual 117 Figure 8. Confirmation screen 7. Click Finish. The network place you created should appear on the desktop. Figure 9. Network Place Created 8. In the Recording Configuration window, use the Browse button to select the network place as the destination folder.[...]

Chapter 9: Call Recording Configuration 118 AltiWare ACM 5.1 Administration Man ual Figure 10. Recording Configuration Window[...]

AltiWare ACM 5.1 Administration Manual 119 C HAPTER 10 Application Extension Configuration The application extension is an extension pilot number that allows an SDK-based add- on application to log into the system and es tablish a communication channel to control trunk channels and interact with the system core PBX switching and voice processing se[...]

Chapter 10: Application Extension Configuration 120 AltiWare ACM 5.1 Administration Man ual Figure 1. Application Extension Configuration window To set up an app lication extension: 1. In the Application Extension Configuration window, click the Add button and enter an extension number in the Add Application Extension dialog box. and click OK . Fig[...]

Chapter 10: Application Extension Configuration AltiWare ACM 5.1 Administration Manual 121 • AA —select the auto attendant number to us e in the drop-down list under the option. AA settings are configured in System > AA Configuration . • Extension —select an extension from the drop-down list. • Operator —select an operator from the d[...]

Chapter 10: Application Extension Configuration 122 AltiWare ACM 5.1 Administration Man ual[...]

AltiWare ACM 5.1 Administration Manual 123 C HAPTER 11 Board Configuration This chapter shows how to configure AltiGen telephony boards: • Triton Resource Board, page 125 • Triton 30-Party Conference Board, page 125 • Quantum Board, page 125 • Triton Analog Station Board, page 126 • Triton Analog Trunk LS/GS and and LS Boards, page 127 ?[...]

Chapter 11: Board Configuration 124 AltiWare ACM 5.1 Administration Man ual Double-click the board you want to configure, an d a Board Configuration window opens, similar to the following: Figure 2. Board Configuration window These are the attributes and buttons in the Board Configuration window (see each board type in the sections that follow for [...]

Chapter 11: Board Configuration AltiWare ACM 5.1 Administration Manual 125 Important: To implement some board configuratio n changes, you must shut down and restart by choosing Services > Shut Down All Servi ces (which also closes AltiWare) and then restarting AltiWare. If this is necessary, a message will pop up telling you so. Using the Triton[...]

Chapter 11: Board Configuration 126 AltiWare ACM 5.1 Administration Man ual • For Quantum boards in a Windows 2000 system , the valid physical board IDs are 1- 15. The physical board ID 0 is not supported. • Depending on whether the chan nel is a line or a trunk line, double-clicking a channel in the Channel Mapping List open s either a Line Pr[...]

Chapter 11: Board Configuration AltiWare ACM 5.1 Administration Manual 127 Configuring the Triton Ana log Trunk LS/GS and LS Boards The Triton Analog Trunk board is a long form factor PCI telephony card that supports 8 or 12 trunks, and is available in two models; loop start/gr ound start (LS/GS) and loop start (LS). Both models have the same featu[...]

Chapter 11: Board Configuration 128 AltiWare ACM 5.1 Administration Man ual Configuration Double-click the TritonIP board in the Boards window to open the Board Configuration window, similar to Figure 2 on page 124. See attribute descriptions below Figure 2. Note the following additional information: • Clicking the Board Conf iguration button ope[...]

Chapter 11: Board Configuration AltiWare ACM 5.1 Administration Manual 129 You can configure the board type: either T1 or E1 t o r u n T 1 C A S , T 1 P R I , o r E 1 C A S , E1 PRI. Additional steps are needed to fu rther configure the CAS or PRI protocol in the Protocol Configuration window, shown in Figure 9 and Figure 10. Figure 6. Triton T1/E1[...]

Chapter 11: Board Configuration 130 AltiWare ACM 5.1 Administration Man ual Figure 8. Triton E1 configuration dialog box Reading the Status Messages If the channel group is working, the Status line displays OK . This status line is updated every 3 seconds. If there is an error, a me ssage is displayed. The following table lists the types of error m[...]

Chapter 11: Board Configuration AltiWare ACM 5.1 Administration Manual 131 Reading the Statistics The Statistics panel displays the number of errors that have occurred since the last system reboot or statistics clearing. Th ere may be non-zero values when configuring the T1 span for the first time. You can clear these fields with the Cle ar button.[...]

Chapter 11: Board Configuration 132 AltiWare ACM 5.1 Administration Man ual Note: For ideally synchronized systems, Transmit and Receive Frame Slips counters should be ‘0.’ Continuous update of the f rame slips counters means that transmit and receive frequencies ar e not equal. In this case, you should check the system and CT-Bus clock setup. [...]

Chapter 11: Board Configuration AltiWare ACM 5.1 Administration Manual 133 T1/E1 Clocking Depending on the configuration of the T1/E1 boards an d span for your AltiWare system(s), the System Clock Master setup should be set according to the follow conditions: • If all of the T1/E1 boards are co nnected to a carrier’s switch, the System Cl ock M[...]

Chapter 11: Board Configuration 134 AltiWare ACM 5.1 Administration Man ual Figure 9. T1 PRI Protocol Configuration dialog box (top half) Figure 10. T1 CAS Protocol Configuration dialog box (top half) Selecting Span Types • T1 CAS— select this option to associate all channels on the span to T1 CAS. • Regular ISDN PRI— select this option to [...]

Chapter 11: Board Configuration AltiWare ACM 5.1 Administration Manual 135 Figure 11. E1 PRI Protocol Configuration dialog box (top half) Figure 12. E1 CAS Protocol Configuration dialog box (top half) Selecting Span Types • E1 CAS— select this option to associate all channels on the span to E1 channel associated signaling. • Regular ISDN PRI?[...]

Chapter 11: Board Configuration 136 AltiWare ACM 5.1 Administration Man ual 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 13. T1 PRI Switch Mode The top four settings are used for a connection [...]

Chapter 11: Board Configuration AltiWare ACM 5.1 Administration Manual 137 If you select a Span Type of Regular ISDN PRI or Custom ISDN PRI in the E1 PRI Configuration Window, use the following guidelines to set the ISDN PRI Switch mode. E1 PRI Figure 14. E1 PRI Switch Mode The top three settings are used for a connection to a CO switch: • Austel[...]

Chapter 11: Board Configuration 138 AltiWare ACM 5.1 Administration Man ual Configuring an ISDN N umbering Plan The ISDN Numbering Plan button in the Protocol Configuration window opens the PRI ISDN Numbering Plan dialog box. This function allows you to select how the system will identify and code the Called Number for six different types of calls.[...]

Chapter 11: Board Configuration AltiWare ACM 5.1 Administration Manual 139 • Numbering Plan: – Unknown – ISDN – National – Private The setting Unknown is used when the u ser or network has no knowledge of the numbering plan. In this case, the number digits field is organized according to the network dialing plan. B Channel Maintenance Mes[...]

Chapter 11: Board Configuration 140 AltiWare ACM 5.1 Administration Man ual Setting PRI Calling Numbers A PRI Calling Number Setting in the bottom half of the Protocol Configuration dialog box lets you set the numbers you want your Carrier to accept. Figure 16. PRI Calling Number Setting Most PRI trunks allow an AltiServ system to send calling numb[...]

Chapter 11: Board Configuration AltiWare ACM 5.1 Administration Manual 141 If AltiServ detects the Calling Number is not accepted by the Carrier, it will always send the number you enter in the text box at the lower r ight side of the dialog box as the Calling Number. Enter an appropriate Calling Number in this box. Installing a Channel Service Uni[...]

Chapter 11: Board Configuration 142 AltiWare ACM 5.1 Administration Man ual Configuring Virtual Boards SIPSP and H323SP A VoIP connection typically consists of two parts: • Signal Channel —responsible for setting up and tearing down a call using protocol. For example, SIP protocol is used in AltiWare 5.1 to build a signal channel between the se[...]

Chapter 11: Board Configuration AltiWare ACM 5.1 Administration Manual 143 The number of configured channels and licensed channels are displayed. AltiServ is set by default to support 60 SIP extension channels. You can change the number of SIP extension channels and tie-tr unk channels, up to 400. If you change the numbers in this dialog box, you m[...]

Chapter 11: Board Configuration 144 AltiWare ACM 5.1 Administration Man ual Configuring the MAX Board The MAX Server is a telecom appliance that consists of an embedded DSP board and two access board slots. AltiWare treats the entire MAX system as one board with two access board options. The Boards window displays the MAX board as “MAX[xxyy(-T1),[...]

Chapter 11: Board Configuration AltiWare ACM 5.1 Administration Manual 145 • For information on configuring the T1/E1 trunk, see “Triton T1/E1 Trunk Properties” on page 157. • For information on configuring the Triton Analog Trunk, see “Triton Analog Trunk GS/ LS Properties” on page 160. • For information on configuring a Triton Analo[...]

Chapter 11: Board Configuration 146 AltiWare ACM 5.1 Administration Man ual[...]

AltiWare ACM 5.1 Administration Manual 147 C HAPTER 12 Trunk Configuration Trunk attributes and parameters are set using the Trunk Configuration window. The attributes and options available depend on the type of board and trunk. This chapter discusses general configuration options applic able to all trunks, followed by specific configuration option[...]

Chapter 12: Trunk Configuration 148 AltiWare ACM 5.1 Administration Man ual Figure 1. Channel Informati on box Opening the Trunk Configuration Window To open the general Trunk Configuration window, do one of the following: • Click the Trunk Configuration button in the toolbar. • Select PBX > Trunk Configuration . • Double-click a trunk in [...]

Chapter 12: Trunk Configuration AltiWare ACM 5.1 Administration Manual 149 The Trunk Configuration window opens: Figure 3. Trunk Configuration, Gen eral tab Selecting Trunks to Set Attributes The title bar of the Trunk Configuration window displays the card and the channel of the selected trunk. The list on the left shows all the configured trunks.[...]

Chapter 12: Trunk Configuration 150 AltiWare ACM 5.1 Administration Man ual Configuring One or Multiple Trunks To customize trunk characteristics, you work on one trunk at a time. To apply the same configuration to multiple trunks, use the Apply To button. This pops up a list of all trunks, with all of the trunks selected by de fault. Select the tr[...]

Chapter 12: Trunk Configuration AltiWare ACM 5.1 Administration Manual 151 Important: If a trunk is in the hunt group of your company main nu mber and you configure this trunk as an "Outgoin g" trunk, the incoming call will be rejected by the system. To avoid this mistake, make sure you check with your carrier to verify the hunting number[...]

Chapter 12: Trunk Configuration 152 AltiWare ACM 5.1 Administration Man ual • Overlap - Transmitting dialed DTMF digits to the CO without buffering digits in the system first. Use Overlap dialing for analog and T1-CAS trunks for best results. Calls will be completed faster. • En-bloc - The system will buffer a ll dialed digits and send it to th[...]

Chapter 12: Trunk Configuration AltiWare ACM 5.1 Administration Manual 153 transmit any data to the CO, the system will use DTMF as a way to transmit [Caller’s Extension Number] and [Targe t’s Extension Number] to the other side of the tie trunk. Because the format is AltiGen proprietary, you may have a problem if you enable this configuration [...]

Chapter 12: Trunk Configuration 154 AltiWare ACM 5.1 Administration Man ual H323 Tie Trunk Properties To open a trunk configuration dialog box for an H323 tie trunk , do one of th e f ollowing: • In the Trunk Configuration window, select an H323 trunk type, then click the Trunk Properties button. • In the Board View window, double-click an H323[...]

Chapter 12: Trunk Configuration AltiWare ACM 5.1 Administration Manual 155 SIP Trunk Properties Traditionally telecom trunks are from your lo cal carrier’s PSTN switch and the dial tone is provided via either analog trunks or T1/PRI digital trunks. A new type of service called “IP Dial Tone,” which allows you to dial a long distance call at a[...]

Chapter 12: Trunk Configuration 156 AltiWare ACM 5.1 Administration Man ual The SIP Trunk Configuration dialog box opens: Figure 5. SIP Trunk Configuration dialog box and Edit box To edit a line, click the Edit button, fill in the blanks, and click OK . • SIP Server IP Addr ess —The SIP Trunk service provider’s server IP address • User Name[...]

Chapter 12: Trunk Configuration AltiWare ACM 5.1 Administration Manual 157 Triton T1/E1 Trunk Properties To open a configuration dialog box for a Trit on T1/E1 channel, do one of the following: • If you’re in the Trunk Conf ig uration window, select a Triton T1/E1 channel from the trunk channels list, then click the Trunk P roperties button, or[...]

Chapter 12: Trunk Configuration 158 AltiWare ACM 5.1 Administration Man ual Note: In order for back-to-back T1 and tie trunk T1 configurations to perform properly, it is recommended that you use the system’s default incoming call sequences: You can select the maxi mum time-out de lays, in seconds, and the appropriate sequence of symbols to be col[...]

Chapter 12: Trunk Configuration AltiWare ACM 5.1 Administration Manual 159 Caller ID and DID Incoming Sequence Example The following is an example of a Caller ID and DID/DNIS incoming sequ ence window. Figure 7. Sample Inco ming Sequence window When a call comes in, the system tries to match the incoming sequence to either the first or second Incom[...]

Chapter 12: Trunk Configuration 160 AltiWare ACM 5.1 Administration Man ual Triton Analog Trunk GS/LS Properties To open a configuration dialog box for a Triton Analog Trunk GS/LS channel, do one of the following: • If you’re in the Trunk Conf ig uration window, select a Triton Analog Trunk GS/LS channel from the trunk channels list, then click[...]

Chapter 12: Trunk Configuration AltiWare ACM 5.1 Administration Manual 161 Incoming Ring Single —Default setting for North America Double —For countries us ing Ring-Ring-Silent type of ri ng patter n Impedance The resistance of electrical curr ent to alternating current, measured in Ohms. Impedance occurs when power or signal is transferred fro[...]

Chapter 12: Trunk Configuration 162 AltiWare ACM 5.1 Administration Man ual Tone Disconnect Busy tone (reorder tone, fast busy tone, error tone, and so on) or dial tone (continuous tone, and so on). This should be used in conjunction with dr op in loop current. For COs who cannot guarantee loop break, this may be the only option. Receiver/ Transmis[...]

Chapter 12: Trunk Configuration AltiWare ACM 5.1 Administration Manual 163 Performing Impedance Match on Your Own For each individual analog trunk that is connected to the CO when the system starts up, AltiWare automatically selects an impedance profile to best ma tch the Triton trunk interface with the CO. In the unlikely event th at this automati[...]

Chapter 12: Trunk Configuration 164 AltiWare ACM 5.1 Administration Man ual Note: If the Hybrid Echo Return Loss reading of a trunk is worse than -6 dB, for example, -5 db, the trunk may be subjec t to VoIP voice quality problems. Use this trunk to connect to analog phones only, or configure it to be the least u s e d t r u n k . ( A c c e p t a b [...]

Chapter 12: Trunk Configuration AltiWare ACM 5.1 Administration Manual 165 5. Click OK. The Rx Level measurement is di splayed in the Diagnosis section of the main dialog box. If you call your local CO’s Milli-Watt Test Number, the acceptable range for Rx Level should be between -6dB and -3 dB, with -5dB being ideal. 6. Restore the Impedance and [...]

Chapter 12: Trunk Configuration 166 AltiWare ACM 5.1 Administration Man ual Figure 11. Setting the AA to play a prompt phrase 3. Set the Timeout to Repeat Current Level . Figure 12. Setting Timeout to Repeat Current Level 4. Select a trunk as a testing reference—an analog trunk with a specific phone number is best—and set the trunk In Call Rout[...]

Chapter 12: Trunk Configuration AltiWare ACM 5.1 Administration Manual 167 Figure 13. Setting trunk In Call Routing to an AA 5. Call from one trunk to the testing reference trunk. You should hear a 1kHz tone playing at the originating side. 6. While the tone is playing, measure the Rx Level at the trunk that is making the outgoing call. If the read[...]

Chapter 12: Trunk Configuration 168 AltiWare ACM 5.1 Administration Man ual If the reading is worse than -18 dB, you sh ould contact your CO to adjust the line loss to the acceptable range.[...]

Chapter 12: Trunk Configuration AltiWare ACM 5.1 Administration Manual 169 Quantum Trunk Properties The Quantum board is a supported but discontinued board. To open a configuration dialog box for a Quantu m channel, do one of the following: • If you’re in the Trunk Configuration window, select a Quantum channel from the trunk channels list, the[...]

Chapter 12: Trunk Configuration 170 AltiWare ACM 5.1 Administration Man ual Incoming Ring Type Single —Default setting for North America Double —For countries using Ring-R ing-Silent type of ring pattern Centrex Flash Duration (ms) Specifies the Flash Duration time in milliseconds, with a range from 50 ms to 1000 ms. This se tting complements t[...]

Chapter 12: Trunk Configuration AltiWare ACM 5.1 Administration Manual 171 Transm it to CO (dB Gain) Slide setting adjusts the gain fr om the trunk to the CO from 0 dB to -7 dB for every Quantum Trunk channel. The default setting is 0 dB , and it is highly recommended not to change this setting. Caution! Setting the volume too high will cause disto[...]

Chapter 12: Trunk Configuration 172 AltiWare ACM 5.1 Administration Man ual Incoming Call Routing To set incoming call routing for a trunk, select the trunk on the Ge neral tab, then click the In Call Routing tab in the Trunk Configuration w indow. The trunk location appears in the title bar. Figure 15. Trunk Configuration, In Call Routing tab Regu[...]

Chapter 12: Trunk Configuration AltiWare ACM 5.1 Administration Manual 173 • Non Workdays Within each of these three time slots, you have the following routing options for incoming calls: • Route to an extension selected in the drop-down list • Route to an auto attendant number selected in the drop-down list • Route to the operator Outgoing[...]

Chapter 12: Trunk Configuration 174 AltiWare ACM 5.1 Administration Man ual[...]

AltiWare ACM 5.1 Administration Manual 175 C HAPTER 13 In Call Routing Configuration In Call Routing rules determine how the system routes incoming trunk calls to various targets. The system’s routing steps are as follows: The In Call Routing Configuration window lets you enter Caller ID and DNIS numbers into a routing table and set rou ting rule[...]

Chapter 13: In Call Routing Configuration 176 AltiWare ACM 5.1 Administration Man ual Caller ID Routing When an incoming call comes through a trunk with Caller ID, the system can ro ute the call to the proper extension, to the auto a ttendant, or to the operator, based on th e Caller ID number coll ected. In order to locate an entry in the Caller I[...]

Chapter 13: In Call Routing Configuration AltiWare ACM 5.1 Administration Manual 177 Defining Caller ID Routing After adding an entry, you defi ne it by first selecting it in the list. When you select an entry, its name and other defined attributes, if any, appear in the fields of the tab. You can edit any of these attributes . For each number, you[...]

Chapter 13: In Call Routing Configuration 178 AltiWare ACM 5.1 Administration Man ual Figure 2. In Call Routing window, DNIS Routing tab Adding and Deleting DNIS Route Entries To add entries to the DNIS routing table, click the Add button. In the dialog box that appears, type in a DNIS Numbe r and a descriptive DNIS Name , then click OK . The numbe[...]

Chapter 13: In Call Routing Configuration AltiWare ACM 5.1 Administration Manual 179 Within each of these three time slots, you have the following routing options for incoming calls: • Route to a particular extension selected in the drop-down list • Route to a particular auto attendant selected in the drop-down list • Route to the operator Al[...]

Chapter 13: In Call Routing Configuration 180 AltiWare ACM 5.1 Administration Man ual[...]

AltiWare ACM 5.1 Administration Manual 181 C HAPTER 14 Out Call Routing Configuration There are two ways to initiate outbound dialing in an AltiGen PBX: • Using the trunk access code The trunk access code is easy to configure and use. However, it does not have the capability to resolve complic ated dialing situations. • Using the route access c[...]

Chapter 14: Out Call Routing Configuration 182 AltiWare ACM 5.1 Administration Man ual Configuring Out Call Routing To configure out call routing, select PBX > Out Call Routing Configuration . The following configuration steps may help you configure out call routing correctly. 1. Before you configure Out Call Routing, make sure a route access co[...]

Chapter 14: Out Call Routing Configuration AltiWare ACM 5.1 Administration Manual 183 Working with Route D ef initions A route definition consists of a route name and group of trunks, listed in the order that the system will use for outgoing calls. Figure 1. Out Call Routing Conf iguration, Route Defi nition tab Parameter Description Route Index Fo[...]

Chapter 14: Out Call Routing Configuration 184 AltiWare ACM 5.1 Administration Man ual To create a route 1. Click Add under the route definition list. The Add an entry dialog box appears: 2. Type in a name and index number, and click OK . 3. To add trunks to the route, select trunks from the No t Member list and use the button to move selected trun[...]

Chapter 14: Out Call Routing Configuration AltiWare ACM 5.1 Administration Manual 185 Click the Default Routes tab in the Out Call Rout ing Configuration window to configure default routes. Figure 2. Out Call Routing Conf iguration, Default Rout es tab The above configuration means: • The system has a group of analog trunks and a T1 digital trunk[...]

Chapter 14: Out Call Routing Configuration 186 AltiWare ACM 5.1 Administration Man ual • You would like to block a dialing pattern in addition to system restriction setting. Dialing patterns are exceptions. If you can, minimize the num ber of dialing pattern entries. Most companies don’t need to create dialing patterns. To create a dialing patt[...]

Chapter 14: Out Call Routing Configuration AltiWare ACM 5.1 Administration Manual 187 Dialing pattern co nfiguration tips • If a dialing pattern has multiple routes assi gned to it, the system will try to use the first route configured to process the call that has this dialing pattern. If the first route is busy or not in service, the system will[...]

Chapter 14: Out Call Routing Configuration 188 AltiWare ACM 5.1 Administration Man ual Configuration Example - Solving 10-digit Dialing Situation : Company ABC located in Dallas, area code 214, has one PRI circuit from the local carrier. Both 214 and 972 area codes are local 10-digit dialing area codes. The carrier will reject the call if the syste[...]

Chapter 14: Out Call Routing Configuration AltiWare ACM 5.1 Administration Manual 189 3. On the Dialing Pattern tab, add two dialing patterns: “1214” and “1972”, each with a pattern length of 11. 4. Define a route called “10-dig it Dialing” and add all T1 channels to the route. In the “Digit Manipulation” section, check the first bo[...]

Chapter 14: Out Call Routing Configuration 190 AltiWare ACM 5.1 Administration Man ual Resolving Dialing Delay for Non-USA/Canada Countries When installing the AltiGen system outside of North America, you may experience dialing delay when dialing through E1/PRI trunks that are using en-bloc (buffering digits and sending all digits at once). The sys[...]

Chapter 14: Out Call Routing Configuration AltiWare ACM 5.1 Administration Manual 191 3. On the Dialing Pattern tab of the Out Call Rout ing Configuration window, add dialing pattern definition entries for the following prefixes: • prefix = 0, length = 11 • prefix = 00, length = 14 • prefixes = 1-9, e ach length = 7 In the Route Priority fiel[...]

Chapter 14: Out Call Routing Configuration 192 AltiWare ACM 5.1 Administration Man ual[...]

AltiWare ACM 5.1 Administration Manual 193 C HAPTER 15 Extension Configuration The Extension Configuration window provides for creating extensions and setting their attributes. To open the Extension Config uration window, do one of the following: • Click the Extension Configuration button on the toolbar. • Select PBX > E xtension Confi gurat[...]

Chapter 15: Exte nsion Configuration 194 AltiWare ACM 5.1 Administration Man ual 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 c[...]

Chapter 15: Extension Configuration AltiWare ACM 5.1 Administration Manual 195 extension to all AltiServ systems within the VoIP domain, check the Global Extension check box. “(Global)” will be displaye d beside the extension’s type in the Agent/Supervisor/Extension list. No configuration is needed on other AltiServ systems on behalf of this [...]

Chapter 15: Exte nsion Configuration 196 AltiWare ACM 5.1 Administration Man ual A valid password must be 4 to 8 digits (numbers or letters A-Z) in length and cannot be the same as its extension number. Basic password patterns, such as repeated digits (1111), consecutive d igits strings (1234), or dig its that match the extension (Ext. 101 using 10[...]

Chapter 15: Extension Configuration AltiWare ACM 5.1 Administration Manual 197 • Enable Dial-By-Name— Select this box to allow incoming callers to search the extension list by employee name for this extension. • Enable Intercom —Select this box to enable the intercom call feature for this extension. Pressing #93 allows the user to make an i[...]

Chapter 15: Exte nsion Configuration 198 AltiWare ACM 5.1 Administration Man ual • Auto record to central location —Records all calls, which are saved to a centralized location (defined in System > Recordin g Configurati on – see “To Enable and Configure Centralized Recording” on page 112); this option requires a concurrent sharing Rec[...]

Chapter 15: Extension Configuration AltiWare ACM 5.1 Administration Manual 199 Assigning a Location to a Physical Extension When changing a virtual extension to a physical ex tension, the Location parameters are available. If you know which board and channel this extension is wired to, you can use the Prev and Next buttons to select the correct boa[...]

Chapter 15: Exte nsion Configuration 200 AltiWare ACM 5.1 Administration Man ual Configure the following hardware extension-specific features: Triton Analog Station Line Properties If you select a Triton Analog Station Board extension and click the Line Properties button, you’ll see the Triton Analog Station Line Properties dialog box. You can al[...]

Chapter 15: Extension Configuration AltiWare ACM 5.1 Administration Manual 201 Figure 3. Triton Analog Statio n Line Properties dialog box Configure the following hardware extension-specific features: Parameter Description Caller ID Signal Format Message format with whic h to send Caller I D information: • None • SDMF —Single Data Message For[...]

Chapter 15: Exte nsion Configuration 202 AltiWare ACM 5.1 Administration Man ual IP Extension Configuration See “Setting Up IP Extensions” on page 225 for information on configuring this section of the Extension Configuration General tab. Phone Display Options For analog and IP phon es, the administrator can select what information is to be dis[...]

Chapter 15: Extension Configuration AltiWare ACM 5.1 Administration Manual 203 Note: For most phones, the nu mber line ca n only display a num ber. If the Number Line is set to Caller Name , DNIS Name , User Data or AA Data , the phone may display “Unknown” on the number line. Alti-IP 600 and IP 705 Phone Display Notes For the Alti-IP 600 and I[...]

Chapter 15: Exte nsion Configuration 204 AltiWare ACM 5.1 Administration Man ual Figure 4. Extension Configuration win dow, Group tab Adding or Removing Group Assignments You can assign an extension to a hu nt group in the Huntgroup Configuration window and to a workgroup in the Workgroup C onfiguration window. Conversely, you can assign a hunt gro[...]

Chapter 15: Extension Configuration AltiWare ACM 5.1 Administration Manual 205 Setting Inter Call Delay The Inter Call Delay can create time delay before the next workgroup call comes in after the extension finishes one of the following activities: • Makes an internal or outbound call • Receives a direct i nbound call • Accesses voice mail It[...]

Chapter 15: Exte nsion Configuration 206 AltiWare ACM 5.1 Administration Man ual Figure 5. Extension Configur ation, Speed Dialing tab Editing Speed Dial Entries To add or edit an entry 1. Double-click the Station Speed ID number you want to work with, or select the number and click Edit . Or click Add to add an entry. A dialog box appears: 2. Sele[...]

Chapter 15: Extension Configuration AltiWare ACM 5.1 Administration Manual 207 To work with mailbox settings, select the ex tension number you want to work with from the Agent/Supervisor/Extension list, then click the Mail Management tab. Figure 6. Extension Configuration, Mail Management tab Setting an Information-Only Mailbox You can select the I[...]

Chapter 15: Exte nsion Configuration 208 AltiWare ACM 5.1 Administration Man ual • Retrieve Voice Mail by Email Client —selected, this send s voice mail to the user’s e-mail as an attachment. Mail Forwarding Options • Enable Mail Forwarding —selected, the user’s e-mail will be forwarded to the e- mail address you specify in the Forward [...]

Chapter 15: Extension Configuration AltiWare ACM 5.1 Administration Manual 209 Setting Mailbox Capacities You can set various mailbox capacities with the following options: These options can be applied to multiple extensions using Apply to . Setting Message Notification Options The Notification tab of Extension Configuration provides for setting no[...]

Chapter 15: Exte nsion Configuration 210 AltiWare ACM 5.1 Administration Man ual Individual users can also configure Message Notification within the AltiGen client applications AltiView and AltiAgent. Note: You can use Apply t o to apply notification settings to one, some, or all extensions. See “About the Apply To Butto n” on page 194 for more[...]

Chapter 15: Extension Configuration AltiWare ACM 5.1 Administration Manual 211 When the designated extension is notified, th e system will play "Unusual call activity has been detected from Extension xxx. More than yy calls h ave been made from the extension's voice mail. Please verify with the extension user." Or "Unusual call [...]

Chapter 15: Exte nsion Configuration 212 AltiWare ACM 5.1 Administration Man ual Setting the Type of Notification There are four options for sending the notification or reminder message: pho ne , pag er , extension or custom application (Custom App) . • Extension —to use the Extension option, select the Exten sion radio button, then type the ex[...]

Chapter 15: Extension Configuration AltiWare ACM 5.1 Administration Manual 213 • Seconds after Answered— This field is set to 0 seconds and it is not configurabl e for notification to a phone number. It means the system will play the announcement immediately after answer supervision is received. When notific a t ion is config ur ed to a pager ,[...]

Chapter 15: Exte nsion Configuration 214 AltiWare ACM 5.1 Administration Man ual Configuring Calling Restrictions To work with extension call restrictions, se lect the exten sion num ber y ou w ant to work with from the Agent/Supervisor/Extension list, then click the Rest riction tab. Figure 8. Extension Configuration, Restriction tab Note: You can[...]

Chapter 15: Extension Configuration AltiWare ACM 5.1 Administration Manual 215 Setting Other Call Restrictions Other call restriction rules can deny or allow the following: • Allow Calls to be Transferred or Conferenced to an Outside Number —when checked, the internal extension user can log into voice mail, make a call to a second party, then t[...]

Chapter 15: Exte nsion Configuration 216 AltiWare ACM 5.1 Administration Man ual To work with extension answering option s, select the extension number from the Agent/Supervisor/Extension list, then click the Answering tab. Figure 9. Extension Configuration, Answering tab Forwarding All Calls Call Forwarding is available to all types of extensions.[...]

Chapter 15: Extension Configuration AltiWare ACM 5.1 Administration Manual 217 • To an Exten sion —select an extension from the drop-down list. • To a Group —select a group from the drop-down list. • To the Operator • To an Outs id e Number —this option is available if it is allowed in the Other Call Restrictions option in the Restric[...]

Chapter 15: Exte nsion Configuration 218 AltiWare ACM 5.1 Administration Man ual Handling Busy Calls You have several options for handling calls wh ile the extension is busy, and again, the options vary depending on the extension type . If you do not enable busy call handling, the caller simply hears a busy signal. To enable the options, check the [...]

Chapter 15: Extension Configuration AltiWare ACM 5.1 Administration Manual 219 • Forward to Line Park —use the drop-down list to select a Line Park group to route the call to. (See “Line Park Co nfiguration” on page 267.) Enabling One Numbe r Access This check box option is available to all extension types, but with qualifications: • It i[...]

Chapter 15: Exte nsion Configuration 220 AltiWare ACM 5.1 Administration Man ual To configure ONA, select the extension number f rom the Agen t/Supervisor/ Extension list, then click the One Number Access tab. Figure 11. Extension Configuration, One Number Access tab One Number Access Options In the One Number Access tab, use the drop-down list to [...]

Chapter 15: Extension Configuration AltiWare ACM 5.1 Administration Manual 221 Call Screening When the Enable Call Screening option is checked, callers accessing One Number Access will be prompted to record a name in order to continue the ONA process. The recorded name is played after the callee (O NA target) answers the call and optionally enters [...]

Chapter 15: Exte nsion Configuration 222 AltiWare ACM 5.1 Administration Man ual Setting Up Monitor Lists The Monitor List tab provides for setting up lists of extensions for which call processing events can be monitored by the extension us er. Once a monitor list is established, the application logging into the extension ca n receive call events f[...]

Chapter 15: Extension Configuration AltiWare ACM 5.1 Administration Manual 223 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.[...]

Chapter 15: Exte nsion Configuration 224 AltiWare ACM 5.1 Administration Man ual[...]

AltiWare ACM 5.1 Administration Manual 225 C HAPTER 16 Setting Up IP Extensions The AltiGen IP phone communicates with the system using SIP protocol to establish the signaling channel and media channel (the vo ice steam, using RTP protocol). With SIP implementation, the system establishes a sign aling channel to an IP phone when the IP phone is in [...]

Chapter 16: Setting Up IP Extensions 226 AltiWare ACM 5.1 Administration Man ual Figure 2. Signaling and media channel between two IP phones Signaling Channel —A SIP signalling channel communi cates between the system and the IP phone to perform call control, includ ing call setup, tear down, registration, and phone feature access. The signaling [...]

Chapter 16: Setting Up IP Extensions AltiWare ACM 5.1 Administration Manual 227 • SIP Extension Channel —Establishes a logical channel relationship with other analog and MobileExt ports (displayed on the SIPSP board configuration, Channel Mapping List). • SIP Extension Channel Activation —Associates an extension with a SIP Extension channel[...]

Chapter 16: Setting Up IP Extensions 228 AltiWare ACM 5.1 Administration Man ual The media channel implementation consists of the following elements: • Configure Codec Profile —Creating a profile for eac h codec type, ji tter buffer, packet length, DTMF tone delivery, and ring back tone treatment (SIP Early Media). • Assign Codec to Device ?[...]

Chapter 16: Setting Up IP Extensions AltiWare ACM 5.1 Administration Manual 229 • Monitor Codec Usage —Viewing codec usage status. Setting an IP Extension To make an extension an IP extension, 1. In the Extension Configuration Ge neral tab, select the extension from the list at the left and check the enable IP Extension check box. 2. Select the[...]

Chapter 16: Setting Up IP Extensions 230 AltiWare ACM 5.1 Administration Man ual chassis has a Gateway ID. You need to assign an IP extension to a gateway to be able to use the resource in that gateway for activities such as the following: • Access voice mail • Initiate a conference call • Record a conversation • Barge in, listen, and coac [...]

Chapter 16: Setting Up IP Extensions AltiWare ACM 5.1 Administration Manual 231 For remote IP phone deployment If you do not enter the remote IP phone's IP address into the IP Codec table, the system will use the Default (Prefer G.723.1 support G.72 9) setting. You can change the Default to Prefer G.72 9 support G. 723.1 , if desired. To set u[...]

Chapter 16: Setting Up IP Extensions 232 AltiWare ACM 5.1 Administration Man ual[...]

AltiWare ACM 5.1 Administration Manual 233 C HAPTER 17 AltiGen IP Phone Configuration AltiGen manufactures a series of IP phones. The system administrator can control and program the following areas for each type of AltiGen IP phone: • Specify the server IP address that the IP phone needs to register • Protect the IP phone configuration with a [...]

Chapter 17: AltiGe n IP Phone Configuration 234 AltiWare ACM 5.1 Administration Man ual The left side of the IP Phone Configuration window displays all the IP phone extensions that have been set up in the syst em. The status "Inactive" means the Enable IP Extension box is checked for this extension in the Extension Configuration window, b[...]

Chapter 17: AltiGen IP Phone Configuration AltiWare ACM 5.1 Administration Manual 235 TFTP Lets you assign the TFTP serv er to which the IP phone can connect for updating firmware when necessary. Enter the IP address of the TFTP server in the Server field. To reset the phone and download the latest firmware image, check the Reset IP Phone an d Boot[...]

Chapter 17: AltiGe n IP Phone Configuration 236 AltiWare ACM 5.1 Administration Man ual After setting parameters on the General tab, go to the tab that corresponds to the phone type, and configure the programmable keys (plus the Display Workgro up Status field on the Alti-IP 600 and IP 705). Programmable key settings are described in the next table[...]

Chapter 17: AltiGen IP Phone Configuration AltiWare ACM 5.1 Administration Manual 237 Parameter Description Program- mable Keys Use the drop-down list to assign one of the following functions to the desired keys: • N/A — when selected, the corresponding pr ogrammable ke y cannot be used. • BLF (Busy Lamp Field) — when selected, enter an ext[...]

Chapter 17: AltiGe n IP Phone Configuration 238 AltiWare ACM 5.1 Administration Man ual Important: The configuration in AltiWare Administrator will override the IP phone’s local configuration after the IP phone is registe red. If the IP phone’ s local configuration is changed while in Basic mode, these changes will be overwritten by AltiWare Ad[...]

AltiWare ACM 5.1 Administration Manual 239 C HAPTER 18 Mobile Extension Configuration If your company has employees working at home or servicing customers in the field, you can connect their home phones or cell ph ones to the AltiGen PBX, providing them with the same productivity features as if they are working in the office. AltiGen's Extensi[...]

Chapter 18: Mobile Extension Configuration 240 AltiWare ACM 5.1 Administration Man ual Mobile Extension Diagram A simulated physical board (MobileExt board) will be created if an analog trunk or T1/ PRI trunk is configured as a MobileTrunk. You can configure up to 256 mobile extension ports. T1, PRI and analog trunks can be shared fo r regular inco[...]

Chapter 18: Mobile Extension Configuration AltiWare ACM 5.1 Administration Manual 241 button. In the dialog box that appears, click the Add/Remove Mobile Tru nk s button. Figure 2. Adding a mobile trunk The Add/Remove Mobile Trunks dialog box appears. 2. Add trunks to the Mobile Trunk Member List from the Not Member List by selecting the channels a[...]

Chapter 18: Mobile Extension Configuration 242 AltiWare ACM 5.1 Administration Man ual 3. When you are finished adding channels as mo bile trunks, restart AltiWare. A MobileExt virtual board appears in the Boards window . Figure 3. Boards window with virtual MobileExt board displayed 4. Note the logical ID of the MobileExt board. In Figure 3, it is[...]

Chapter 18: Mobile Extension Configuration AltiWare ACM 5.1 Administration Manual 243 Figure 4. Changing a virtual extension to a physical extension and setting the location 3. By clicking the Next or Prev button in the Location panel, select the MobileExt Logical Board ID and Logical Channel ID for this extension, then click Appl y . The new locat[...]

Chapter 18: Mobile Extension Configuration 244 AltiWare ACM 5.1 Administration Man ual Figure 5. ExtensionAnywhere Conf iguration - MobileExt dialog box • Target Phone Numbe r —Enter the number that will be dialed when the system tries to ring this mobile extension. Do not include the trunk access code. • Caller ID— When this mobile extensi[...]

Chapter 18: Mobile Extension Configuration AltiWare ACM 5.1 Administration Manual 245 Figure 6. Mobile Trunks dialog box • In the Phrase panel, you have three options: You can select either Press Any Key To Answer Call or Play Phrase After Answered. And you can select Play Phrase Before Dial Tone. You can use the Apply button to apply selections [...]

Chapter 18: Mobile Extension Configuration 246 AltiWare ACM 5.1 Administration Man ual Figure 7. Mobile Extension Board Configuration dialog box • Max Number of Extensions —If more mobile channel support is required, change this to a larger number (256 extensions maximum), and then reboot the system. • Key Simulation —Check the first check [...]

Chapter 18: Mobile Extension Configuration AltiWare ACM 5.1 Administration Manual 247 Voice Mail for Mobile Extensions When the mobile extension phone is turned off or busy, messages can go to the extension’s voice mail in AltiWare or to the mobile phone’s voice mail: • To send a call to the mobile extension’s voice mail in AltiWare, check [...]

Chapter 18: Mobile Extension Configuration 248 AltiWare ACM 5.1 Administration Man ual[...]

AltiWare ACM 5.1 Administration Manual 249 C HAPTER 19 Hunt Group Configuration The hunt group is a simple call distribution ap plication for operator, call coverage group, integration with a fax server, or a user with multiple extensions connecting to different devices. When adding a member to a hunt group, the following rules apply: • No agent [...]

Chapter 19: Hunt Group Configuration 250 AltiWare ACM 5.1 Administration Man ual The Huntgroup Configuration window provides for creating hunt groups, setting their attributes, and assigning group members. To open the Huntgroup Configuration window, select PBX > Huntgroup Configuration . Figure 1. Huntgroup Configuration window Overview of Huntg[...]

Chapter 19: Hunt Group Configuration AltiWare ACM 5.1 Administration Manual 251 To add a hunt group: 1. Click the Add button under the Gr oup List . T he Add New Group dialog box opens. 2. Type in a group number for the hunt group. 3. Check the Global gr oup check box if you want the group to be vi sible to other systems within the VoIP domain. See[...]

Chapter 19: Hunt Group Configuration 252 AltiWare ACM 5.1 Administration Man ual Setting Call Restrictions The call restriction rules on the General tab apply to users making outbound calls from within voice mail and several hunt group settings. These settings do not impact the call restriction settings configured for the hunt group member's e[...]

Chapter 19: Hunt Group Configuration AltiWare ACM 5.1 Administration Manual 253 Figure 2. Huntgroup Configuration, Group Member tab 3. Select the extension number(s) in the Not Member list. Use Ctrl +click or Shift +click to select several extensions. 4. Click Add to move them to the Member list. Note: If the hunt group pilot extension is conf igur[...]

Chapter 19: Hunt Group Configuration 254 AltiWare ACM 5.1 Administration Man ual To work with mail management settings, click the Mail Management tab, and select the hunt group number you want to work with from the Group List . Figure 3. Huntgroup Configuration, Mail Management tab Note: You can use Apply t o to apply mailbox settings to one, some,[...]

Chapter 19: Hunt Group Configuration AltiWare ACM 5.1 Administration Manual 255 • Enable Mail Forwarding —selected, the user’s e-mail will be forwarded to the e- mail address you specify in the Forward E-mail Address box. The address should be a full address, including the domain (for example , jsmith@thecompany.com ). If you enable mail forw[...]

Chapter 19: Hunt Group Configuration 256 AltiWare ACM 5.1 Administration Man ual Setting Message Notification Options To set notification options on new incoming e-mail and voice messages, click the Notification tab in the Huntgroup Configuration window, and select the hunt group number from the Group List . Figure 4. Huntgroup Configuration, Notif[...]

Chapter 19: Hunt Group Configuration AltiWare ACM 5.1 Administration Manual 257 Setting the Type of Notification There are four options for sending the notification or reminder message: pho ne , pag er , extension or custom application (Custom App) . • Extension - to use the Extension option, select the Extension radio button, then type the exten[...]

Chapter 19: Hunt Group Configuration 258 AltiWare ACM 5.1 Administration Man ual • Seconds after Answered— This field is set to 0 seconds and it is not configurabl e for notification to a phone number. It means the system will play the announcement immediately after answer supervision is received. When notific a t ion is config ur ed to a pager[...]

Chapter 19: Hunt Group Configuration AltiWare ACM 5.1 Administration Manual 259 Figure 5. Huntgroup Configuration, Call Han dling tab Handling Busy Calls You have several options for handling calls while the agents in a hunt group are busy. If you do not enable busy call handling, the caller simply hears a busy signal. To enable the options, check [...]

Chapter 19: Hunt Group Configuration 260 AltiWare ACM 5.1 Administration Man ual • To a Group —select a group from the drop-down list. • To the Operator • To an Outs id e Number —this option is available if it is allowed in the Other Call Restrictions option in the Restriction tab, as discussed in “Setting Other Call Restrictions” on [...]

Chapter 19: Hunt Group Configuration AltiWare ACM 5.1 Administration Manual 261 • Ring First Available Member —first available extension in a hunt group. For example, if there are three member extensions in a hunt group, the call is always sent to the first member configured in the hunt group. If this member is busy, the call goes to the second[...]

Chapter 19: Hunt Group Configuration 262 AltiWare ACM 5.1 Administration Man ual Setting Queue Management Options In the Queue Management tab of Huntgroup Configuration, y ou can specify which greetings and updates to use and you can se t the update in terval. For each hunt group you can either use the system def ault audio peripheral configuration[...]

AltiWare ACM 5.1 Administration Manual 263 C HAPTER 20 Paging Group Configuration The IP paging group is a g roup of IP phones that can receive station paging. This feature also can be used as IP zone paging by creating multiple paging groups. Implementation details: • The paging signal uses AltiGen's proprietar y H.323-ATPS protocol. You ne[...]

Chapter 20: Paging Group Conf iguration 264 AltiWare ACM 5.1 Administration Man ual Figure 1. Paging Group Configuration window To set up a Paging Group: 1. In the Paging Group configuration window, below th e Group List , click the Ad d button. 2. Enter a number for the paging group in the Add New Group dialog box. 3. Check the Global Gr ou p chec[...]

Chapter 20: Paging Group Configur ation AltiWare ACM 5.1 Administration Manual 265 To add members to a Paging Group: 1. On the Group Member tab of the Paging Group C onfiguration window, select the desired extension(s) in the Not Member list. Use Shift +click or Ctrl +click to select several extensions from the list. 2. Click the Add button to move[...]

Chapter 20: Paging Group Conf iguration 266 AltiWare ACM 5.1 Administration Man ual[...]

AltiWare ACM 5.1 Administration Manual 267 C HAPTER 21 Line Park Configuration The Line Park feature is a kind of call park method. The main differences between Line Park and system call park are the following: • A Line Park ID can be assigned to a sp ecific IP phone's programmable key; the system call park cannot. • Line Park IDs can be g[...]

Chapter 21: Line Park Configuration 268 AltiWare ACM 5.1 Administration Man ual Figure 1. Line Park Configuration window To set up a Line Park Group: 1. In the Line Park Configuration window, click the Add button below the Groups list. 2. Enter a name in the Add Line Park dialog box, and click OK . 3. Select line ID numbers from the Non-Member List[...]

Chapter 21: Line Park Configurati on AltiWare ACM 5.1 Administration Manual 269 • Play ring back tone if the call has not been prompted or answered — when this check box is checked, the calle r will he ar a ring back tone if the call has not been answered by any extension or voice mail. If the call is answered and parked, the caller will hear a[...]

Chapter 21: Line Park Configuration 270 AltiWare ACM 5.1 Administration Man ual[...]

AltiWare ACM 5.1 Administration Manual 271 C HAPTER 22 Workgroup Configuration The workgroup is an automatic call distribution (ACD) feature designed to enhance customer service operations with queuing, distribution, agent management, real-time status, and call logging capability. The AltiGen system allows up to 64 groups to be configured, includin[...]

Chapter 22: Workgroup Configuration 272 AltiWare ACM 5.1 Administration Man ual • Agent ready/not-ready and wrap-up management • Allow supervisor to redirect and ch ange call priority in queue (ACM) • Record inbound and outbound workgroup calls (ACM) • Define workgroup operation hours and routing (ACM) • Auto logout all agents after opera[...]

Chapter 22: Workgroup Configuration AltiWare ACM 5.1 Administration Manual 273 Activity Logging and Reporting • Workgroup and agent activity logging • Detail and summary data table • Basic WG report using CDR Search • Support external logger (ACM) • Support advanced reporting application - AltiReport (ACM) When an agent extension is confi[...]

Chapter 22: Workgroup Configuration 274 AltiWare ACM 5.1 Administration Man ual • Promoted call priority can carried be to ano ther AC M system over VoIP tie trunk. Creating and Configuring Workgroups T he Workgroup Configuration window provides for creating workgroups, setting their attributes, and assigning group members. To open the Workgroup [...]

Chapter 22: Workgroup Configuration AltiWare ACM 5.1 Administration Manual 275 Clicking the Apply to button pops up a list of all workgroups to which the change can apply. All workgroups are selected by defa ult. You then de-select the ones you don’t want, or de-select all and then select the ones you want. Note that you cannot use the mouse to d[...]

Chapter 22: Workgroup Configuration 276 AltiWare ACM 5.1 Administration Man ual • DID Number —each workgroup can be assigned a DID number. This number does not have a fixed length, but the length mu st be long enough (range 2–16) for the system to match the DID incoming call. • Enable Dial-By-Name Service —check this box to allow callers [...]

Chapter 22: Workgroup Configuration AltiWare ACM 5.1 Administration Manual 277 The Service Level Calcula tions Options button opens the following dialog box. Figure 2. Service Level Calculation dialog box In the Method Options section, select one of the following: • TSL (Total Call Service Level)—the service level calculation is: TSL% = Total W[...]

Chapter 22: Workgroup Configuration 278 AltiWare ACM 5.1 Administration Man ual • Record on demand to extension VM —records calls on demand, which are saved to the agent’s voicemail box. Note: When retrieving voice mail as an e-mail, if the voice mail file has a recorded file attached, the recorded file is not forwarded in the e-mail. • Ins[...]

Chapter 22: Workgroup Configuration AltiWare ACM 5.1 Administration Manual 279 Figure 3. Workgroup Configuration, Group Member tab To add extension(s) to a workgroup: 1. Select the workgroup in the Group List . 2. On the Group Member tab, click the extension number(s) in the Not Member list. Use Shift +click and Ctrl +click to select several extens[...]

Chapter 22: Workgroup Configuration 280 AltiWare ACM 5.1 Administration Man ual Figure 4. Skill Level dialog box 5. Click the desired Skill Level Index , then click OK . Agents who are members of more than one workgroup can have a different skill level assigned in each group. To remove extension( s) from a workgroup: 1. Click the extension number(s[...]

Chapter 22: Workgroup Configuration AltiWare ACM 5.1 Administration Manual 281 To set after-hours call handling, select the workgroup you want to work with from the Group List in the Workgroup Configuration window, then click the Busine ss Hours tab. Figure 5. Workgroup Configuration, Bu siness Hours tab Set the business schedule parameters as foll[...]

Chapter 22: Workgroup Configuration 282 AltiWare ACM 5.1 Administration Man ual Setting Up Skill Based Routing If you want to set up skill-based routing, yo u ca n more closely match a custome r’s call to an agent who has the skills needed to handle that customer’s issue. Skill-based routing can increase customer issue resolution on the first c[...]

Chapter 22: Workgroup Configuration AltiWare ACM 5.1 Administration Manual 283 The Skill Based Routing tab in the Workgroup Configuration window lets you define up to nine different levels of skill needed to handle the variety of a workgroup’s calls. Figure 6. Workgroup Configuration, Skill Based Routing tab Skill number 1 could define the most b[...]

Chapter 22: Workgroup Configuration 284 AltiWare ACM 5.1 Administration Man ual Note: For the settings configured on the Skill Based Routing tab to take effect, you must select the Skill-Based Routing option on the Call Handling tab of the Workgroup Configuration window ( see “Setting IntraGroup Call Distribution” on page 294 ). To define a ski[...]

Chapter 22: Workgroup Configuration AltiWare ACM 5.1 Administration Manual 285 this type of call. For example, you can set a regular call's SKLR to 1 and a preferred customer's SKLR to 3. Calls from preferred customers can be answered by agents with skill level 3, 2, and 1 while regular calls can only be answered by agents with skill leve[...]

Chapter 22: Workgroup Configuration 286 AltiWare ACM 5.1 Administration Man ual Example 2: Coverage rule is Equal or Higher and Enable SKLR Escalation is checked. The above configuration means: 1. When a caller with SKLR 9 waiting is in queue for 30 seconds, the caller's SKLR will be changed to 8. Agents with skill level 8 and 9 are able to ha[...]

Chapter 22: Workgroup Configuration AltiWare ACM 5.1 Administration Manual 287 Figure 8. Workgroup Configuration, Mail Management tab Note: You can use Apply t o to apply mailbox settings to one, some, or all workgrou p. Disabling a Mailbox When you disable a mailbox, the normal greeting is played but callers cannot leave messages. Synchronizing wi[...]

Chapter 22: Workgroup Configuration 288 AltiWare ACM 5.1 Administration Man ual – Delete Messages after Forward – Keep the Messages as New – Keep Messages as Saved Setting Mailbox Playback Options You can use the following check boxes to turn on or off options for listening to playback of recorded messages. These options apply to both new mes[...]

Chapter 22: Workgroup Configuration AltiWare ACM 5.1 Administration Manual 289 Press “0” Option This option allows a caller to press “0” while listening to this workgroup’s greeting. Use the drop-down list to select one of the following forwarding destinations for the call: Voice Mail , AA , Extension , Group , Ope rator (default), Outsid[...]

Chapter 22: Workgroup Configuration 290 AltiWare ACM 5.1 Administration Man ual • None —selected, the user is not notified with a call regarding newly received messages. Selecting this option does no t prevent the user from getting message waiting indicators or stutter dial tone when new messages are received. • Urgent Voice Messages Only •[...]

Chapter 22: Workgroup Configuration AltiWare ACM 5.1 Administration Manual 291 Setting Notification Timing When notification is configured to an outside phone n umber , the system will announce, "This is the outcall notification message fo r…" after call connection . However, there are situations when the system may not be able to recei[...]

Chapter 22: Workgroup Configuration 292 AltiWare ACM 5.1 Administration Man ual To work with workgroup call handling options, click the Call Handling tab in the Workgroup Configuration window, and se lect the workgroup number from the Group List . Figure 10. Workgroup Configuration, Call Handling tab Handling Busy Calls You have several options for[...]

Chapter 22: Workgroup Configuration AltiWare ACM 5.1 Administration Manual 293 Forwarding All Calls When you do not w ant the workgroup to handle any calls, check the Enable Forwar d To option in the Forw ard All Calls section of the Call Handling tab, and select an option. The forwarding options are as follows: • To Voice Mail • To an Exten si[...]

Chapter 22: Workgroup Configuration 294 AltiWare ACM 5.1 Administration Man ual Set RNA Agent Not Ready Check Box Select this option to have the system au tomatically set an agent’s extension in a workgroup to not ready if RNA is encountered. Number of Rings Before Handling If you select Ring All Available Members in the Intra Group Call Distribu[...]

Chapter 22: Workgroup Configuration AltiWare ACM 5.1 Administration Manual 295 – If the agent does not have wrap-up time configured, the idle time is calculated from the end of last busy state. • Ring Average Longest Idle Me mb er —the agent who averages being off the phone the longest: Average Idle Time = (Total Login Time - Total Talk Time)[...]

Chapter 22: Workgroup Configuration 296 AltiWare ACM 5.1 Administration Man ual Inter Workgroup Call Distribution In the case where an agent belongs to mult iple workgroups and th ere are queued calls in two or more of these workgroups, as soon as the agent becomes available, the queued call that will be distributed to this agent is determined by t[...]

Chapter 22: Workgroup Configuration AltiWare ACM 5.1 Administration Manual 297 • You can build a layer of DTMF menu select ion option in the Advanced que ue control mode. A caller can press a digit to hear di fferent prompts or options while in queue. • You can have select FIFO (First In First Out) or LIFO (Last In F irst Out) for the queue ove[...]

Chapter 22: Workgroup Configuration 298 AltiWare ACM 5.1 Administration Man ual Queue Position - When checked, the system will tell the caller which position the caller is at in queue. Do not check this option if yo u assign different priorities to different calls based on DNIS, CID, or AA selection. Do not check this option if you configure matchi[...]

Chapter 22: Workgroup Configuration AltiWare ACM 5.1 Administration Manual 299 Quit Queue Option The quit queue feature gives a caller the op tion of leaving a workgroup queue at any time by pressing # and/or 0 . To enable this feature, check either or both of the Enable Quit Queue Options , then use the appropriate Forward to drop-down list to sel[...]

Chapter 22: Workgroup Configuration 300 AltiWare ACM 5.1 Administration Man ual Queue Management - Advanced When Advanced is selected on the Queue Management tab, the Setup button becomes available. Figure 12. Workgrou p Con f ig uration, Queue Managem ent, Advanced Queue Con tro l To configure options for advanc ed queuing control, click the Setup[...]

Chapter 22: Workgroup Configuration AltiWare ACM 5.1 Administration Manual 301 1. Select any of the following check boxes: • Use Default System Phrases • Queue Position • Expected Wait Time 2. If you are not using default system phrase s, use the drop-down lists to select the Greeting Phrase and Update Phrase s that will be played to callers [...]

Chapter 22: Workgroup Configuration 302 AltiWare ACM 5.1 Administration Man ual • No Action • Disconnect 4. Click OK or Apply . Queue Overflow The Queue Overflow tab allows for configuration of overflow conditions and actions. Figure 15. Workgroup Configuration, Advanc ed Queue Man agement, Queue Overflow tab • Overflow Conditions - select fr[...]

Chapter 22: Workgroup Configuration AltiWare ACM 5.1 Administration Manual 303 Application Extension Queue Control When you select Application Extension in the Queue Control panel on the Queue Management tab (and an Application Extension is already configured), use the drop- down list to select the desired Applicat ion Extension. For more informati[...]

Chapter 22: Workgroup Configuration 304 AltiWare ACM 5.1 Administration Man ual Figure 17. Agent Logout Reason Configuration window To require logout reasons, check the Logout reason code re quired check box. If you don’t want to require reason codes, deselect the check box. To define reason codes, type the associated reason into the text box nex[...]

AltiWare ACM 5.1 Administration Manual 305 C HAPTER 23 Managing and Using MeetMe Conference AltiWare provides two different types of conference bridges, Station and MeetMe Conference. Station conferencing is handled fr om the phone or the desktop client on the fly and requires no configuration in AltiWare Administrator. The MeetMe Conference is a g[...]

Chapter 23: Managing and Using MeetMe Conference 306 AltiWare ACM 5.1 Administration Man ual Setting the MeetMe Conference Extension Before MeetMe Conference can be used, you must assign a MeetMe Conference extension number. This extension must be dedicated to MeetMe and is the extension that users will always call to join a scheduled meeting. To a[...]

Chapter 23: Managing and U sing MeetMe Conference AltiWare ACM 5.1 Administration Manual 307 This is the same application the clie nts use. Using th is window, you can: • Create a one-time or recurring meeting and set its parameters • Open Microsoft Outlook to send an e-mail invitation to participate in the meeting • Start and stop a meeting [...]

Chapter 23: Managing and Using MeetMe Conference 308 AltiWare ACM 5.1 Administration Man ual Using the Calendar Button The Create Meeting and Modify Meeting dialog boxe s use Calendar buttons for date selection. To select a date, click the Calendar button. When the calendar is open, use the Up/Down arrows to select the year, or you can type in a ye[...]

Chapter 23: Managing and U sing MeetMe Conference AltiWare ACM 5.1 Administration Manual 309 Fill in the fields of the Create Meeting dialog box, and click OK . See the following sections for directions on filling in the fields in the middle panel of this dialog box. Note: If other scheduled meetings have already reserved resources for the time per[...]

Chapter 23: Managing and Using MeetMe Conference 310 AltiWare ACM 5.1 Administration Man ual Weekly Meeting If you select Weekly from the Schedule drop-down list, these are your options in the middle panel: 1. In the Duration field, specify the duration of the meeting, using the Up/Down arrows. 2. In the Start field, specify the start of the meet i[...]

Chapter 23: Managing and U sing MeetMe Conference AltiWare ACM 5.1 Administration Manual 311 4. Select either On Date to specify a day of the month by number (for example, the 10th day of the month) or select On to specify a day of the month by name (for example, the first Monday of the month). If you use On Date , the specified date (for exampl e,[...]

Chapter 23: Managing and Using MeetMe Conference 312 AltiWare ACM 5.1 Administration Man ual Modifying the E-mail Template You can edit the e-mail template used by MeetMe Conference to be suitable for your situation. The same template is used for all meeting invitations. To modify it, click the Update Email Template button. The following variables [...]

Chapter 23: Managing and U sing MeetMe Conference AltiWare ACM 5.1 Administration Manual 313 Joining a Meeting Users calling from an extension can join a meeting by dialing the MeetMe Conference extension number. Users calling through a tru nk must first dial the company number, then the MeetMe Conference extension number. Users are prompted to dia[...]

Chapter 23: Managing and Using MeetMe Conference 314 AltiWare ACM 5.1 Administration Man ual[...]

AltiWare ACM 5.1 Administration Manual 315 C HAPTER 24 Network Configuration Guidelines for VoIP Real-time applications such as voice commu nications require a networking environment that meets certain requirements to deliver an d maintain good voice quality. Follow these network configuration guidelines when using AltiWare’s VoIP features. ISP/I[...]

Chapter 24: Network Config uration Guidelines for VoIP 316 AltiWare ACM 5.1 Administration Man ual • If you have heavier data applications running concurrently, the bandwidth reserved for data traffic should be in creased. • If your router supports multilink or TCP fragmentation, configure your WAN router to user smaller packet sizes, for examp[...]

Chapter 24: Network Configuration Guidelines for VoIP AltiWare ACM 5.1 Administration Manual 317 Network Configuration Guidelines for AltiGen IP Phones The following guidelines (specific to Al tiGen IP phones) should be taken into consideration before you configure your network for use with NAT. • DHCP is recommended to reduce the risks for dupli[...]

Chapter 24: Network Config uration Guidelines for VoIP 318 AltiWare ACM 5.1 Administration Man ual Figure 1. AltiW are behind NAT Figure 1 shows a private network, 192.168.1. 0, where AltiWare is installed and running on a host with a private IP address 192.168.1.2. Router 1 is a NAT router. The local IP phones—IP Phone 1 and IP Phone 2—use the[...]

Chapter 24: Network Configuration Guidelines for VoIP AltiWare ACM 5.1 Administration Manual 319 No special configuration is needed for Router 2. Also, more than one AltiGen SIP phone can sit behind Router 2. For an H.323 IP Call from Anot her AltiWare on the Internet Another AltiWare can make an H.323 IP call to this AltiWare by calling the AltiWa[...]

Chapter 24: Network Config uration Guidelines for VoIP 320 AltiWare ACM 5.1 Administration Man ual When configuring the remote IP phones—I P Phone 3, IP Phone 4, and IP Phone 5— you should set up the AW address to use AltiServ’s IP address. For the VPN Tunnel between the Two Private Networks: You must set up a VPN tunnel to connect the two pr[...]

Chapter 24: Network Configuration Guidelines for VoIP AltiWare ACM 5.1 Administration Manual 321 Router 2's Setting Router 2's public IP address should be a fixed IP address. Local Secure Group : (specifies the local private network in the branch office, which can access the corporat e network throug h V PN) Subnet IP : 192.168.2.0 (Branc[...]

Chapter 24: Network Config uration Guidelines for VoIP 322 AltiWare ACM 5.1 Administration Man ual[...]

AltiWare ACM 5.1 Administration Manual 323 C HAPTER 25 Enterprise VoIP Network Management The VoIP-related aspects of both si ngle-server systems and multi-site VoIP domains are configured in AltiEn terprise Manager , available from the VoIP menu or the Windows Start menu. In addition, multi-site VoIP domain mana gement—including directory synchr[...]

Chapter 25: Enterprise V o I P Netw ork M anagement 324 AltiWare ACM 5.1 Administration Man ual Understanding VoIP Bandwidth Requirements Before starting VoIP related configurations, it is helpful to have some understanding of VoIP bandwidth requirements, so that you can plan your VoIP deployment properly. Also see Chapter 24, “Network Configurat[...]

Chapter 25: Enterprise VoIP Network Management AltiWare ACM 5.1 Administration Manual 325 Opening AltiEnterprise Manager To open AltiEnterprise Manager, use one of the followin g methods: • For a single-system installation without a Domain Master, this first m ethod is recommmended. From AltiWare Administrator, select VoIP > Enterp rise Networ[...]

Chapter 25: Enterprise V o I P Netw ork M anagement 326 AltiWare ACM 5.1 Administration Man ual When multiple systems are added to the V o IP domain, all member systems need to have both Route Access Code and IP Trunk Access Code configured. If one or more member systems are not configured properly, this message pops up: Multisite routing may fail [...]

Chapter 25: Enterprise VoIP Network Management AltiWare ACM 5.1 Administration Manual 327 Configuration Buttons • Servers button dis plays the VoIP domain name , servers in the system, and server ID length. Lets you add/remove server s an d change the VoIP domain master. Displays the configuration and informational tabs liste d in the next sectio[...]

Chapter 25: Enterprise V o I P Netw ork M anagement 328 AltiWare ACM 5.1 Administration Man ual By default, the following IP address ranges (private IP addresses) will use G.711 codec: • 192.168.0.0 to 192.168.255.25 5 • 172.16.0.0 to 172.31 .25 5.255 • 10.0.0.0 to 10.255.255.255 To open a window where you can set or modify codec profiles, cl[...]

Chapter 25: Enterprise VoIP Network Management AltiWare ACM 5.1 Administration Manual 329 Name the new profile, and click OK . Make your changes or additions, and click Apply . These are the fields in the Codec configuration window: Parameter Description Codec Profile Table Lists codec profiles by name. Select a profi le in the table to modify its [...]

Chapter 25: Enterprise V o I P Netw ork M anagement 330 AltiWare ACM 5.1 Administration Man ual Assigning Codec Profiles to IP Addresses You can specify what codec profile to use when connecting to the following VoIP devices: • IP phones on the LAN • a remote IP phone over WAN • a remote AltiGen system over WAN • SIP Trunk service provider [...]

Chapter 25: Enterprise VoIP Network Management AltiWare ACM 5.1 Administration Manual 331 To set IP address ranges and assign codec profiles to them, in AltiEnterprise Manager click the IP Codec tab. By default, all private addresses are set to G.711 codec only. You can add individual IP addresses and address ranges and assign a codec to each. To a[...]

Chapter 25: Enterprise V o I P Netw ork M anagement 332 AltiWare ACM 5.1 Administration Man ual To set the codec for a connection among AltiGateways in the same AltiWare server 1. Select a server in the Global Server Location list on the left side of the window. 2. In the Codec field, select the codec to use for a connection to this server from the[...]

Chapter 25: Enterprise VoIP Network Management AltiWare ACM 5.1 Administration Manual 333 Defining Your Network If you need to configure either bandwidth co ntrol or NAT support, y ou have to define your network first. These are the guidelines: • You must define your LOCAL n etwork IP ad dress range. When a Pipe is defined as Local , it tells the[...]

Chapter 25: Enterprise V o I P Netw ork M anagement 334 AltiWare ACM 5.1 Administration Man ual To define an address range 1. Click the Add button in the IP Network panel. The Add IP Network dialog box appears. 2. Fill in a range of IP addresses. 3. Select the pipe for this IP address range. 4. If this is a private network, check the Private Networ[...]

Chapter 25: Enterprise VoIP Network Management AltiWare ACM 5.1 Administration Manual 335 • It is recommended that you use 20ms frame size for G.711 and G.729 when configuring a Codec Profile. • When different IP devices using various codecs connect to the server through a Public Pipe, the system will aggregate the to tal bandwidth of all conne[...]

Chapter 25: Enterprise V o I P Netw ork M anagement 336 AltiWare ACM 5.1 Administration Man ual Enter the Public IP address of the router in the Public IP Addresses panel. (In the example above, the address is 209.220.14.8.) Do not check Enable Virtual IP Addresses Support . 5. Configure the NAT/firewall to forwar d TCP ports 10025, 10027, 10 032, [...]

Chapter 25: Enterprise VoIP Network Management AltiWare ACM 5.1 Administration Manual 337 Figure 2. IP Dialing Table tab in AltiEnterprise Manager The left side of the window displays the Vo IP domain name, the serv er ID length, and the name, ID and statuses of the global servers in this Domain. To add an entry to the IP Dialing Table, click the A[...]

Chapter 25: Enterprise V o I P Netw ork M anagement 338 AltiWare ACM 5.1 Administration Man ual Define the attributes for the entry: Parameter Description Server ID A unique dialing number to connect to the remote server. The server could be AltiServ, a 3rd-party VoIP gateway, or an AltiGen-certified 3 rd-party VoIP device. Server Name A descriptiv[...]

Chapter 25: Enterprise VoIP Network Management AltiWare ACM 5.1 Administration Manual 339 The Multi-site VoIP Domain A group of AltiGen systems can form a VoIP domain where they share the same global extension directory and call routing rules. Th e VoIP domain is based on VoIP framework and uses IP tie-trunks to interconnect among different sites. [...]

Chapter 25: Enterprise V o I P Netw ork M anagement 340 AltiWare ACM 5.1 Administration Man ual The domain name is blank, and the server role is currently Stand-alone . 2. Check the Allow this server to be added to domain check box. 3. Enter a Domain Name and a Member Key. The Member K ey will be the security password when the Domain Admin adds thi[...]

Chapter 25: Enterprise VoIP Network Management AltiWare ACM 5.1 Administration Manual 341 Declaring Additional Servers for the VoIP Domain Additional servers are added to the VoIP doma in in AltiEnterprise Manager, but first you must “declare” these servers and assign them a member key in AltiWare Administrator. To do so: 1. Log on to the membe[...]

Chapter 25: Enterprise V o I P Netw ork M anagement 342 AltiWare ACM 5.1 Administration Man ual 6. Click Apply , then click Close . Repeat these steps for each server you want to make available to the VoIP domain. To actually add a server to the domain using Al tiEnterprise Manager, see “Adding a Server to a VoIP Domain” on page 343. Working wi[...]

Chapter 25: Enterprise VoIP Network Management AltiWare ACM 5.1 Administration Manual 343 Changing the Server ID Length The Server ID is used for the following two purposes: • Identifying me mber syst ems in the VoIP domain • Mapping to a remote system's IP address in the IP dialing table for system-to-system dialing Depending on the numbe[...]

Chapter 25: Enterprise V o I P Netw ork M anagement 344 AltiWare ACM 5.1 Administration Man ual After you add a member server to the Domain, an entry is also added to the IP dialing table and propagated to all members automatically. In the Global Server Location panel, the stat us will show "Active" if the Domain master communicates to th[...]

Chapter 25: Enterprise VoIP Network Management AltiWare ACM 5.1 Administration Manual 345 A dialog box opens that requires you to input the slav e server’s site address and member key: 5. Input the address and member key, and click OK . Managing Domain Users Click the User button in the toolbar to: • Display all extensions from all VoIP do main[...]

Chapter 25: Enterprise V o I P Netw ork M anagement 346 AltiWare ACM 5.1 Administration Man ual When a global extension is added to a member system, this extension can be propagated to other networked systems in the VoIP domain automatically. This extension is recognized as a remote extension by other systems. When a call is made to a remote extens[...]

Chapter 25: Enterprise VoIP Network Management AltiWare ACM 5.1 Administration Manual 347 You may see any of the following in the Scope column: • Global —The extension has been publishe d to all member systems within the same VoIP domain. Every extension in the domain can dial and ring this number. • Local —The exte nsion has no t been publ[...]

Chapter 25: Enterprise V o I P Netw ork M anagement 348 AltiWare ACM 5.1 Administration Man ual 1. Extension 401 is created in System A for local purposes. Users in Systems B and C cannot dial and ring extension 401. 2. Extension 402 is created in both Systems A and B. You may intentionally it set up this way so that System A and B users can dial 4[...]

Chapter 25: Enterprise VoIP Network Management AltiWare ACM 5.1 Administration Manual 349 Changing an Extension’s Scope from Global to Local If you want to change an extension's scope from Global to Local, you can highlight the extension and click the Change All Global to Local button. This extension's scope in other member systems will[...]

Chapter 25: Enterprise V o I P Netw ork M anagement 350 AltiWare ACM 5.1 Administration Man ual Note: After you make the change, extensions 4 03 and 404 can be dialed only by the users in their own system. Relocating a Global Extension The administrator can relocate a global ex tension from one system to another. In addition, a user may be allowed [...]

Chapter 25: Enterprise VoIP Network Management AltiWare ACM 5.1 Administration Manual 351 • Site B creates extension 1001. If extension 1001 is found in site B’s REL, the extension 1001 will be restored in site B. However, the fields listed above will be overwritten with the settings of site A’s extension 1001. If extension 1001 is not found [...]

Chapter 25: Enterprise V o I P Netw ork M anagement 352 AltiWare ACM 5.1 Administration Man ual • IP phone: The IP phone must be on hook. The user presses #27, and then inputs the global exten sion number and passw ord. The global extension is then relocated to this IP phone. If system B does not have a prior record of this extension, it will cre[...]

Chapter 25: Enterprise VoIP Network Management AltiWare ACM 5.1 Administration Manual 353 To configure Global Least Cost Routing 1. Click the Global LCR Button . 2. On the Global LCR screen, click the Add button. The Add Route dialog box ap pears: 3. Fill in the dialog box, and click OK . 4. After adding a route, click Edit , check the Enable check[...]

Chapter 25: Enterprise V o I P Netw ork M anagement 354 AltiWare ACM 5.1 Administration Man ual When Information May Be Out of Sync If a server is down for any length of time , such that changes may have been made in the VoIP domain and the server is now out of sync with the Master, you need to update the server manually. In the server’s AltiWare[...]

AltiWare ACM 5.1 Administration Manual 355 C HAPTER 26 System Report Management AltiWare provides a System Summary report and an IP Cumulative Traffic Statistics report, both available from the Report menu. System Summary Report The System Summary report provides summar y information on extensions, trunks, and workgroups configured in the system. T[...]

Chapter 26: System Report Management 356 AltiWare ACM 5.1 Administration Man ual The system summary report displays: • Extension Summary —Configured extensions in th e system, including Extension number, Last Name, First Name, SMTP/POP3 E-mail name, Slot (Logical board ID), and Channel. • Group Summary —Configured workgroups and hunt groups[...]

Chapter 26: System Report Management AltiWare ACM 5.1 Administration Manual 357 The difference between the Current R es ource Sta t istics window and the IP Cumulative Traffic Statistics window is that the former shows figures only for the active call (Current Traffic) on a particular IP trunk of the local AltiWare system while the other window sho[...]

Chapter 26: System Report Management 358 AltiWare ACM 5.1 Administration Man ual[...]

AltiWare ACM 5.1 Administration Manual 359 C HAPTER 27 Microsoft Exchange Integration This chapter provides step-by-step instruct ions for configuring the Microsoft Exch ange integration feature in AltiWare ACM. Requirements To set up Exchange integration, you need the following: • One Windows server for AltiWare , loaded with: – Windows 2000 S[...]

Chapter 27: Microsoft Exchange Integration 360 AltiWare ACM 5.1 Administration Man ual To verify requirements, do the following, as necessary: 1. To check the Windows version, click the Start button, select Run , type winver in the Run dialog box, and click OK . This opens an About Windows dialog box that displays the version of Windows running on [...]

Chapter 27: Microsoft Exchange Integrati on AltiWare ACM 5.1 Administration Manual 361 Figure 2. Service Startup options dialog box c. Under “Log on as”, select Th is acco unt , and set < DomainName >AltiGen_< Serv erName > as the account. In this example, it is QAAltiGen_GRAPE . d. Repeat the previous step, but this time, check t[...]

Chapter 27: Microsoft Exchange Integration 362 AltiWare ACM 5.1 Administration Man ual • Microsoft Exchange Message Transfer Agent • Microsoft Exchange System Attendant If any of these services are not started, select the service and click Start in the Services window to start it. If a service cannot be started, please contact Microsoft technic[...]

Chapter 27: Microsoft Exchange Integrati on AltiWare ACM 5.1 Administration Manual 363 Figure 4. New Object User Exchange System Manager Configuration 1. Go to Start > Programs > Microsoft Exchange > System Manager . Figure 5. Microsoft Exchange Manager 2. Right-click on the desired server and select Properties to get the following Server [...]

Chapter 27: Microsoft Exchange Integration 364 AltiWare ACM 5.1 Administration Man ual Figure 6. Server Properties window, Exchange Manag er 3. Go to the Security tab and click Add . Figure 7. S erv e r Prop erties, Security tab 4. This opens a Select Users, Computers or Groups window. Click the Advanced button.[...]

Chapter 27: Microsoft Exchange Integrati on AltiWare ACM 5.1 Administration Manual 365 Figure 8. S erv e r Properties, Select Us ers, Computers or Groups dialog box 5. In the advanced ver sio n of the Select Users, Computer or Groups dialog box, click Find Now. Figure 9. S erve r Properties, Select Users, Computers or Groups Advanced dialo g box 6.[...]

Chapter 27: Microsoft Exchange Integration 366 AltiWare ACM 5.1 Administration Man ual Figure 10. Se lecting AltiGen Server fr om Select Users, Comp uters or Groups Advanced Window, Server Properties 7. In the Select Users, Computer s, or Groups Window , the AltiGen server you selected will appear in the Object Names field. Click OK . 8. Go back to[...]

Chapter 27: Microsoft Exchange Integrati on AltiWare ACM 5.1 Administration Manual 367 Figure 11. Server Prop erties, S ecurity tab Installing Outlook 200 0/2003 Client on the AltiWare System Outlook 2000 has two modes: Internet Only mode and Corporate or Workgroup mode. To enable the Exchange Integration feature, you MUST configure it to use Corpo[...]

Chapter 27: Microsoft Exchange Integration 368 AltiWare ACM 5.1 Administration Man ual Figure 12. Outlook setup, Exch ange Serv er Name an d Mailbo x 3. In the dialog box, type the name of the Exchange server (for example, mailserver ) and the name of the Mailbox (for example, AltiG en ). 4. Click the Next button to open the next dialog box, which [...]

Chapter 27: Microsoft Exchange Integrati on AltiWare ACM 5.1 Administration Manual 369 Figure 14. E-mail Account Setup 4. Select the Microsoft Exchange Server option, then click Next . Figure 15. E-mail Accounts Setup 5. The original dialog box appears, displaying the information services that have been added to your profile; click Fini sh to end t[...]

Chapter 27: Microsoft Exchange Integration 370 AltiWare ACM 5.1 Administration Man ual Figure 16. E-mail Accounts Window 6. If the values you entered for Microsoft Exchange Server and Mailbox are correct, you will be able to use Outlook 2003 now. If they are not correct, you’ll be asked to re-enter the Microsoft Exchange Server and Mailbox names.[...]

Chapter 27: Microsoft Exchange Integrati on AltiWare ACM 5.1 Administration Manual 371 Figure 18. Outlook Options (2000) 4. Click Reconfigure Mail Support to open the E-mail Service Options dialog box. Figure 19. E-mail Service Options (2000) 5. Select Corporate or Workgroup and click Next . When a dialog box pops up, click Yes .[...]

Chapter 27: Microsoft Exchange Integration 372 AltiWare ACM 5.1 Administration Man ual To configure an Ou tlook 2000 profile 1. Start Outlook 2000. Select Services on the Tools m e n u t o o p e n t h e S e r v i c e s d i a l o g box. Figure 20. Outlook Services If Microsoft Exchange Server is in the list of services in this profile, proceed to ?[...]

Chapter 27: Microsoft Exchange Integrati on AltiWare ACM 5.1 Administration Manual 373 To test the configuration 1. Restart Outlook 2000 at least once. Test the configuration by sending an e-mail, then check if you receive it. 2. When the reboot is complete, log on using the AltiGen service account. 3. Open Outlook, and from the Tools menu, select [...]

Chapter 27: Microsoft Exchange Integration 374 AltiWare ACM 5.1 Administration Man ual b. Go to the Exchange Server’s Global Address List , and for the Exchange mailbox that corresponds to this extension, type the First Name and Last Name exactly as they appear in the Extension Configur ation dialog box. c. In Extension Configuration, Mail Manage[...]

Chapter 27: Microsoft Exchange Integrati on AltiWare ACM 5.1 Administration Manual 375 Enable Exchange Integration in AltiWare Admin To enable the Exchange integration feature in AltiWare Administrator: 1. In AltiWare Administrator, select System > Voice Mail Configuration . 2. On the Messaging tab, check the Always Convert Voice Messages to MIM[...]

Chapter 27: Microsoft Exchange Integration 376 AltiWare ACM 5.1 Administration Man ual If any of these tests fail, consult the “Troubleshooting Tips” section. Troubleshooting Tips To check profiles 1. Log on to the AltiWare system as the AltiGen service account (for example, AltiGen_telesystem ). You will need the password you set up when you i[...]

Chapter 27: Microsoft Exchange Integrati on AltiWare ACM 5.1 Administration Manual 377 – In the Application Settings group: • In Windows 2000 , Scripts and Executables is selected in the Exe cute Permissions drop-down list. To gather trace files 1. Log in to Admin, first with the password “jazzy” and then with your own Admin password. 2. Se[...]

Chapter 27: Microsoft Exchange Integration 378 AltiWare ACM 5.1 Administration Man ual[...]

AltiWare ACM 5.1 Administration Manual 379 C HAPTER 28 TAPI Integration If your office uses Microsoft Office Outlook , ACT!, or Goldmine—applications that let you call contacts without manually dialing the telephone's keypad and that support the Telephony Application Programming Interfac e (TAPI)—you can install AltiGen’s TAPI gateway to[...]

Chapter 28: TAPI Integration 380 AltiWare ACM 5.1 Administration Man ual Setting Up the Client Setting up the client involves: • Installing the AltiGen TAPI Se rvice Provider on the client • Setting up phone and modem options • Setting up the Phone Dialer • Testing the TAPI Service Provider on the client system Install the AltiGen TAPI Serv[...]

Chapter 28: TAPI Integrati on AltiWare ACM 5.1 Administration Manual 381 Figure 1. Configuring phone and modem options 4. Select the Advanced Tab to configure the TAPI service provider. Figure 2. Configuring the TAPI service provider 5. Choose AltiGen (TM) Communica tions Service Provider and click Config ure . The AltiGen TAPI Device Detect dialog[...]

Chapter 28: TAPI Integration 382 AltiWare ACM 5.1 Administration Man ual number, or password. You can reconfigure the client extension in the Device Detect window. (See “Changing TAPI Configuration Parameters” on page 385.) Note: If the client extension is not in the Al tiGen TAPI Device De tect window, verify that the windows services "Re[...]

Chapter 28: TAPI Integrati on AltiWare ACM 5.1 Administration Manual 383 4. In the Line used for section, select the client extension in the Phone calls drop- down list, and click OK . Testing TAPI Service Provider on the Client System To test TAPI Service Provider on the client system: 1. Click the Dial button in the toolbar. 2. Enter a number to [...]

Chapter 28: TAPI Integration 384 AltiWare ACM 5.1 Administration Man ual 1. Begin by setting up at least one contact. In Microsoft Outlook, select Go > Contacts . 2. Click the New Call button on the menu bar. The New Call dialog box opens. 3. In the New Call dia log box, click Di aling Options to configure the Dialer to use an extension. The Dia[...]

Chapter 28: TAPI Integrati on AltiWare ACM 5.1 Administration Manual 385 Changing TAPI Configuration Parameters To change TAPI Configuration Parameters 1. In Windows, go to Control Panel > Phone and Modem Options. 2. In the Phone and Modem Options dialog b ox , click the Advanced tab. 3. Choose AltiGen (TM) Communica tions Service Provider and c[...]

Chapter 28: TAPI Integration 386 AltiWare ACM 5.1 Administration Man ual[...]

Chapter 29: Tools and Applications AltiWare ACM 5.1 Administration Manual 387 C HAPTER 29 Tools and Applications AltiWare comes with the following tools and applications for testing, diagnosing and configuring your system. They are available from the Windows Start menu: Start > All Programs > AltiWare ACC/ACM: Under Gateway Tools: • AltiGen[...]

388 AltiWare ACM 5.1 Administration Man ual CT-Bus Test Tool The CT-Bus Test Tool is a tool that dete cts one-way connection, cross talk, bad MVIP cable and static noise problems. To run the CT-Bus Tes t Tool: 1. Stop AltiGen Switching Servic es before running this utility. 2. Launch CT-Bus Test Tool from Start > All Programs > AltiWare ACC/A[...]

Chapter 29: Tools and Applications AltiWare ACM 5.1 Administration Manual 389 Backing Up Files To back up files 1. Select the Backup icon to view the Backup Configuration dialog box. Figure 2. Backup Configuration dial og box 2. In the Components panel, select the files you want to back up. 3. In the Backup To drop-down list, select the day of the [...]

390 AltiWare ACM 5.1 Administration Man ual To set backup schedules 1. In the System Data Management window, select the Schedule button to view the Backup Schedules dialog box. Figure 3. Backup Schedules dialog box 2. Set the options: • Check the box for each day of the week you want run the backup. • For each day, use the drop-down lists to sp[...]

Chapter 29: Tools and Applications AltiWare ACM 5.1 Administration Manual 391 4. Using the Restore From drop-down list, select the day you want to restore from, or select Advanced to choose the restore folder. Clicking Advanced displays a folder icon th at you can click to open a dialog box that allows you to select the directory you want to restor[...]

392 AltiWare ACM 5.1 Administration Man ual Launch the AltiWare Admin & Extension Security Checker from Start > All Programs > AltiWare ACC/ACM > Utilities > AltiWare Admin & Extension Security Checker. Figure 5. AltiWare Admin & Extension Security Checker Checking Extension Security Generally, an extension is considered sec[...]

Chapter 29: Tools and Applications AltiWare ACM 5.1 Administration Manual 393 To check extension security 1. Select the security characteristics you want to check in the Sh ow field group. 2. Click Refresh. Extensions with the selected insecure characteristics will appear in the Extension List. 3. Make changes to extensions from the righ t-click me[...]

394 AltiWare ACM 5.1 Administration Man ual Start & Stop All AltiGen Services You can start or stop all AltiGen services from the Windows Start menu : All Programs > AltiWare ACC/ACM > Utilities > Start & Stop All AltiGen Services . The following dialog box opens: To shut down all AltiGen services, click the Shutdow n All AltiGen S[...]

Chapter 29: Tools and Applications AltiWare ACM 5.1 Administration Manual 395 The following describes the fields in the Trace Collector: Time Period for Extension Feature #66 : Defines how many hou rs you want to go back to collect trace, starting from the time you press #66 . The default value is 2 hours. Case Number : Enter the AltiGen case numbe[...]

396 AltiWare ACM 5.1 Administration Man ual • System Configuration Data Collects system configuration data, including System, Extension, Trunk, AA configurations, and Read OE files. • Service Provider Log Dump Runs SPDump.exe to dump the SP log into file s and then collects the trace. • IP Phone Dum p Collects the IPPhone dump log in AltiSer[...]

Chapter 29: Tools and Applications AltiWare ACM 5.1 Administration Manual 397 Runs Pump.exe to dump the Quantum (if it exists) DSP binary log, runs fmt.exe to convert binary DSP log to text file s, and then collects the text files. Start Collecting : Click this button to begin the trace collection, according to the time range and trace categories y[...]

398 AltiWare ACM 5.1 Administration Man ual Voice File Converter This tool converts phrase, greeting, and music files from .wav to AltiGen format and vice versa. To open the tool, from the Windows Start menu, select All Programs > Utilities > Voice File Converter . Note: The source .wav file must be in 8k/8bit/mono/mu-law format. To use the V[...]

Chapter 29: Tools and Applications AltiWare ACM 5.1 Administration Manual 399 Read Config Read Config (or Configuration Reader) is a tool that creates a subdirectory in altiservEXEAltiWareHtml of HTML files show ing details of your AltiWare configuration. To use Configuration Reader 1. Launch Configuration Reader from Start > All Programs &g[...]

400 AltiWare ACM 5.1 Administration Man ual Work/Hunt Group Converter AltiWare’s Work/Hunt Group Converter allows you to convert workgroups to hun t groups or hunt groups to workgroups. To launch the Work/Hunt Group Conv erter, select Services > Utilities > Convert Work/Hunt Group . The Work/Hunt Group Converter window opens. Figure 6. Work[...]

Chapter 29: Tools and Applications AltiWare ACM 5.1 Administration Manual 401 – queue quit forward (returns to default value - to voice mail ) – call distribution (if previously configured to Ring First Available Member , Ring Next Member or Ring All , the setting is not changed. If configured to any other settings, the setting is configured to[...]

402 AltiWare ACM 5.1 Administration Man ual[...]

AltiWare ACM 5.1 Administration Manual 403 A PPENDIX A E1-R2 and E1 ISDN PRI Installations E1 R2 CAS Installation This section describes the configuration proced ures necessary to implement E1 R2 digital signaling for European, P acific Rim, and other emerging markets. Please carefully follow the procedures step by step. 1. Change the Configure Typ[...]

Appendix A: E1-R2 and E1 ISDN PRI Installations 404 AltiWare ACM 5.1 Administration Man ual 2. In the Board Configuration windo w, double-click the channel group to open the Channel Group Configuration dialog box . Figure 1. Physical Layer Consult your CO f or “ Frame Type ,” “ Line Code ,” o r “ Zero Code Suppression .” Do not check th[...]

Appendix A: E1-R2 and E1 ISDN PRI Installations AltiWare ACM 5.1 Administration Manual 405 5. In the Trunk Configuration w indow, click the Trunk Pro pertie s button to open the E1 Channel Configuration window. Figure 3. Signaling Layer 6. In the E1 Channel Configuration dialog box, configure the following fields: • Set Calling Party Category to [...]

Appendix A: E1-R2 and E1 ISDN PRI Installations 406 AltiWare ACM 5.1 Administration Man ual Table 1. Signaling values, by country Country Signaling Values Chile/Nacional MFC- R2 Set calling part category : 1 [Assume no caller ID provided]: Incoming sequen ce : DID/DNIS In-call signalin g (d epend on how many DID digits): For 3-digit DID, set to (11[...]

Appendix A: E1-R2 and E1 ISDN PRI Installations AltiWare ACM 5.1 Administration Manual 407 China MFC-R2 Set calling part category : 3 [Assume no caller ID provided]: Incoming sequen ce : DID/DNIS In-call signalin g (d epend on how many DID digits): For 3-digit DID, set to (113)1 For 4-digit DID, set to (1113)1 For 5-digit DID, set to (11113)1 For 6[...]

Appendix A: E1-R2 and E1 ISDN PRI Installations 408 AltiWare ACM 5.1 Administration Man ual Ecuador MFC-R2 Set calling part category : 1 [Assume no caller ID provided]: Incoming sequen ce : DID/DNIS In-call signalin g (d epend on how many DID digits): For 3-digit DID, set to (113)6 For 4-digit DID, set to (1113)6 For 5-digit DID, set to (11113)6 Fo[...]

Appendix A: E1-R2 and E1 ISDN PRI Installations AltiWare ACM 5.1 Administration Manual 409 Mexico / Teléfonos de Mexico Set calling part category : 2 [Assume no caller ID provided]: Incoming sequen ce : DID/DNIS In-call signalin g (d epend on how many DID digits): For 3-digit DID, set to (113)1 For 4-digit DID, set to (1113)1 For 5-digit DID, set [...]

Appendix A: E1-R2 and E1 ISDN PRI Installations 410 AltiWare ACM 5.1 Administration Man ual Panamá / Nacional MFC-R2 Set calling part category : 1 [Assume no caller ID provided]: Incoming sequen ce : DID/DNIS In-call signalin g (d epend on how many DID digits): For 3-digit DID, set to (113)6 For 4-digit DID, set to (1113)6 For 5-digit DID, set to [...]

Appendix A: E1-R2 and E1 ISDN PRI Installations AltiWare ACM 5.1 Administration Manual 411 Venezuela / Nacional MFC-R2 Set calling part category : 1 [Assume no caller ID provided]: Incoming sequen ce : DID/DNIS In-call signalin g (d epend on how many DID digits): For 3-digit DID, set to (113)6 For 4-digit DID, set to (1113)6 For 5-digit DID, set to[...]

Appendix A: E1-R2 and E1 ISDN PRI Installations 412 AltiWare ACM 5.1 Administration Man ual Colombia MFC-R2 Set calling part category : 2 [Assume no caller ID provided] : Incoming sequen ce : DID/DNIS In-call signalin g (d epend on how many DID digits): For 3-digit DID, set to (113)6 For 4-digit DID, set to (1113)6 For 5-digit DID, set to (11113)6 [...]

Appendix A: E1-R2 and E1 ISDN PRI Installations AltiWare ACM 5.1 Administration Manual 413 Ecuador MFC-LME Set calling part category : 2 [The switch doesn't support caller I D transmission]: Incoming sequen ce : DID/DNIS In-call signalin g (d epend on how many DID digits): For 3-digit DID, set to (113)1 For 4-digit DID, set to (1113)1 For 5-di[...]

Appendix A: E1-R2 and E1 ISDN PRI Installations 414 AltiWare ACM 5.1 Administration Man ual Panamá / Nacional MFC-R2 Set calling part category : 1 [Assume no caller ID provided]: Incoming sequen ce : DID/DNIS In-call signalin g (d epend on how many DID digits) : For 3-digit DID, set to (113)6 For 4-digit DID, set to (1113)6 For 5-digit DID, set to[...]

Appendix A: E1-R2 and E1 ISDN PRI Installations AltiWare ACM 5.1 Administration Manual 415 E1 ISDN PRI Installation This section describes the configuration proc edures necessary to implement E1 ISD N PRI signaling for European, P acific Rim, and other emerging markets. Please carefully follow the procedures step by step. 1. Change the Configure Ty[...]

Appendix A: E1-R2 and E1 ISDN PRI Installations 416 AltiWare ACM 5.1 Administration Man ual c. In the next Board Configuration window, select E1 as the configure type, and click OK . Important: When changing from E1 to T1, then back to E1, channel group properties will be reset to default values. It is impo rtant to make sure the channel group prop[...]

Appendix A: E1-R2 and E1 ISDN PRI Installations AltiWare ACM 5.1 Administration Manual 417 4. Select Regular ISDN PRI as the Span Type, and select the Switch Mode according to your country in the ISDN PRI Setting field, and click OK . Figure 5. Data Link layer What you should select in the B Channel Maintenance Mess age drop-down list depends on wh[...]

Appendix A: E1-R2 and E1 ISDN PRI Installations 418 AltiWare ACM 5.1 Administration Man ual Table 2. Protocol & B Channel Mainte nance Message Sett ing, by Country Country Protocol Supported B Channel Maintenance Message Setting Argentina ETSI Restart Australia Austel TS014, ETSI Restart Belgium ETSI Restart Brazil ETSI Restart China, HK ETSI R[...]

AltiWare ACM 5.1 Administration Manual 419 A PPENDIX B Required Service Parameters This appendix identifies the recommended and supported parameters for T1, PRI, and E1 service and provid es you wi th the inform ation needed when you make your service request. Service Parameters/Request Information for T1 To subscribe to T1 service, certain paramet[...]

Appendix B: Required Se rvice Parameters 420 AltiWare ACM 5.1 Administration Man ual 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 M[...]

Appendix B: Requir ed Service P a ram eters AltiWare ACM 5.1 Administration Manual 421 Service Parameters/Request Information for PRI To subscribe to PRI service, certain parameters are required to establish service. The information provided below identifies the recommended and supported parameters for PRI service. When ordering PRI service, provid[...]

Appendix B: Required Se rvice Parameters 422 AltiWare ACM 5.1 Administration Man ual Service Parameters/Request Information for E1 To subscribe to E1 service, certain paramete rs are required to establish service. The information provided below identifies the recommended and supported parameters for E1 service. When ordering E1 service, prov ide th[...]

AltiWare ACM 5.1 Administration Manual 423 A PPENDIX C Network Ports If AltiWare ACM 5.1 is behi nd a firewall/NAT router, you need to open TCP and UDP ports according to the following table: Note: An easy way to find out the RTP/TCP port range(s) for SIP and H.323 is to look in AltiWare Administrator View > Current Resource Statistics . All the[...]

Appendix C: Network Ports 424 AltiWare ACM 5.1 Administration Man ual Y1 = X1 + Total IP codec channels in GW1 x 2 Gateway ID = 2 X2 = 49152 + 512 x 2 Y2 =X2 + Total IP codec channels in GW2 x 2 Gateway ID=n X(n)=49152 + 512 x n Y(n)=X(n) + Total IP co dec channels in GW(n) x 2 Remote IP Phones Behind NAT For remote IP phones behind NAT, you don’[...]

Appendix C: Network Ports AltiWare ACM 5.1 Administration Manual 425 • TCP 10064[...]

Appendix C: Network Ports 426 AltiWare ACM 5.1 Administration Man ual[...]

AltiWare ACM 5.1 Administration Manual 427 A PPENDIX D Technical Support & Product Repair Services This appendix describes: • AltiGen technical support policy and procedures • Product repair • Technical training for administrators Technical Support Eligib ility : AltiGen provides technical support to Authorized Al tiGen dealers and distri[...]

Appendix D: Technical Support & Product Repair Services 428 AltiWare ACM 5.1 Administration Man ual • Number of boards in the system • Server brand and model • The telephone number where you can be reached • A brief description of the problem and the procedure to reproduce the problem Having this information ready will help us to better[...]

Appendix D: Technic a l S up p ort & Product Repair Services AltiWare ACM 5.1 Administration Manual 429 • Unified messaging, utilizing TAPI, Micr osoft CRM, Outlook, Goldmine and ACT! • System troubleshooting, covering common problems/scenarios and basic troubleshooting techniques. • New product developments and future upgrades. How can I[...]

Appendix D: Technical Support & Product Repair Services 430 AltiWare ACM 5.1 Administration Man ual[...]

AltiWare ACM 5.1 Administration Manual 431 A PPENDIX E Troubleshooting Troubleshooting VoIP—Common Symptoms and Solutions The following are some of the most common problems you may encounter and a list of steps to troubleshoot and resolve these problems. Poor Voice Quality When voice quality is poor, try the following: 1. Perform a Loop-Back Test[...]

Appendix E: Troubleshooting 432 AltiWare ACM 5.1 Administration Man ual (Control) Protocol, a transport protocol for real-time applications used to transport packetized voice packets over the IP network. 5. Check the IP Dialing Table in AltiEnterprise Manager for Se rver ID Length . Refer to “Defining the IP Dialing Table” on page 336. 6. Check[...]

Index AltiWare ACM 5.1 Administration Manual 433 Index Symbols #12, enabling, for language set- ting 107 #27 to relocate global extension 351 Numerics 10 digit dialing area codes 68 A AA button 44 access code 150 , 153 access, system 41 account code forcing 197 ACM Administrator installation 38 activity configuration 75 adding a huntgroup 251 addin[...]

Index 434 AltiWare ACM 5.1 Administration Manual 291 , 292 huntgroups 259 C call accounting report 71 call blocking, outgoing 173 Call Center menu 43 call control 68 call handlin g 215 , 218 , 258 , 291 , 292 for workgroups 291 huntgroup 258 incoming 215 Call Log View window 47 call parking 53 call priority caller ID routing 177 DNIS routi ng 179 s[...]

Index AltiWare ACM 5.1 Administration Manual 435 master 339 rejoining a server to 344 relocating extension 350 relocating extension using #27 351 synchronizing manually 354 system ID and 343 downgrading AltiWare 38 dsplay workgroup sta tus IP phone 237 DTMF delivery 330 E E1 channel assignment 422 subscribing to service 422 E1 ISDN PRI installation[...]

Index 436 AltiWare ACM 5.1 Administration Manual adding a 251 answer handling 260 business hours 253 busy call handling 259 call handling 258 configuration 249 configuring basic attibutes 251 mail management 253 queue man agement 262 setting hours 253 setting up membership 252 setup 250 single call handling 261 huntgroup hours 253 I ID, server chan[...]

Index AltiWare ACM 5.1 Administration Manual 437 voltage-based 200 messages managing 89 recording options 89 setting e-mail options 89 setting notification retries 88 messaging, managing 87 Microsoft Exchange Server inte- gratio n 359 Microsoft SQL 71 mobile extension limitations 247 overview 239 press any key to answer call 245 voice mail 247 mobi[...]

Index 438 AltiWare ACM 5.1 Administration Manual Q quality of service (QoS) 315 Quantum line properties 199 trunk properties 169 Quantum board trunk seizure 170 queue announcem ent 297 queue call priority score 300 queue man agement advanced 300 for huntgroups 262 for workgroups 296 queue overflow advanced queue manag ement 302 queue overflow routi[...]

Index AltiWare ACM 5.1 Administration Manual 439 workgroups 282 skill-based routing 295 SMTP service 89 SMTP/POP3 setting for extension 207 softswitch architecture 79 speed dial station 205 speed dialing configuration 64 SQL 71 starti ng Alti Gen ser vices 394 static noise, test tool 388 station speed dialing 205 Status bar information 44 Stop Swit[...]

Index 440 AltiWare ACM 5.1 Administration Manual setting notification 209 synchronizing with Exchange server 207 voice mail activity notification, unusual 210 voice mail activity, unusual settin g param eters f or noti fica- tion 211 voice mail playing order 255 , 288 voice quality and WAN bandwidth 332 voicemail playing order 208 VoIP codec profil[...]