Altigen ACC 6.7 Administration Manual Download Page 280

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Chapter 22: Workgroup Configuration

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MAXCS ACC 6.7 Administration Manual

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Agent ready/not-ready and wrap-up management

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Record inbound and outbound workgroup calls

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Allow supervisor to redirect call

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Allow supervisor to change call priority in queue (ACM)

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Define workgroup operation hours and routing (ACM)

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Auto logout all agents after operation hours (ACM)

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Priority queuing and call distribution (ACM)

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Skill-based routing (ACM)

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Caller selectable information menu while in queue (ACM)

Agent’s Phone Operation

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Set Login (#54) and Logout (#56)

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Set Ready (#90) and Not Ready (#91)

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Set outbound WG number (#53)

Agent Desktop Application (MaxAgent)

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Real-time workgroup queue and agent statistics display

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Ability to view and check workgroup voice mail

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Set Login and Logout

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Set Ready and Not Ready

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View and pick up calls in queue

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Calls in queue alert option

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Daily performance summary

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View other agents’ status

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View caller’s IVR data and User Data

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Tag memo to a call

Supervisor’s Phone Operation

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Listen to agent’s conversation with feature code

#59

Supervisor’s Desktop Application (MaxSupervisor)

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View agent’s state

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Record agent’s conversation

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Manage agent’s login/logout status

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Listen, barge in, or coach agent’s conversation

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View agent’s daily performance statistics

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View group’s real-time status

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View group’s daily operation result

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View calls in queue

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Be alerted to calls in queue

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Change call priority (ACM)

Summary of Contents for ACC 6.7

Page 1: ...stem that is immune to this type of criminal activity AltiGen Communications Inc will not accept liability for any damages including long distance charges which result from unauthorized and or unlawful use Although AltiGen Communications Inc has designed security features into its products it is your sole responsibility to use the security features and to establish security practices within your c...

Page 2: ... AltiConsole VRPlayer Zoomerang IPTalk Alti Mobile Extension InTouch Dialer AltiReport and SuperQ are trademarks or registered trademarks of AltiGen Communications Inc All other brand names mentioned are trademarks or registered trademarks of their respective manufacturers AltiGen s products are protected under one or more of the following U S patents with other U S patents pending 6532230 6192344...

Page 3: ... and Installation 17 Minimum System Requirements 17 Supported Operating Systems 18 Boards Supported by ACC and ACM 22 MAXCS Licenses 23 Preparation for Installation 24 Installing MAX Communication Server 25 Multi Gateway Softswitch System Installation 25 Redundant System Installation 27 Installing MaxAdmin on a Network Client 27 Uninstalling MAXCS 28 Troubleshooting Error Messages 28 CHAPTER 3 Get...

Page 4: ...0 Digit Dialing Area Codes 58 Creating Account Codes 58 Adding and Deleting Account Codes 59 Setting up Call Reports 59 Internal Database Configuration Internal Log Service 60 External Remote Logging of Call Data 60 Exporting Through a Local Port 61 Country Relevant Settings 61 Setting Toll Call Prefixes 62 Setting Emergency Numbers 62 Dialing Plan Rules for Non North American Country 62 Audio Per...

Page 5: ...agement 91 Using Pre Recorded Prompts 91 Recording Custom Phrases from the AltiGen Phone 92 Using Professionally Recorded Phrases 92 CHAPTER 8 Multilingual Configuration 95 Configuration Overview 95 Creating Language Phrase Packages 96 Storing Language Phrase Packages 96 Configuring for a Multilingual System 97 Enabling Multilingual Support in the Auto Attendant 98 Configuring the Extension 99 Ext...

Page 6: ...35 Assign HMCP Resources to IP Extensions 138 Configuring the MAX1000 2000 Board 141 Configuring the Virtual MobileExtSP Board 142 CHAPTER 12 Trunk Configuration 143 Trunks Out of Service 143 Channel Identification 143 Opening the Trunk Configuration Window 144 Selecting Trunks to Set Attributes 145 Configuring One or Multiple Trunks 145 Setting General Trunk Attributes 146 H323 Tie Trunk Properti...

Page 7: ...tting Personal Information 185 Account Code 187 Call Recording Options 187 Physical Location and Type 189 Setting the Line Properties 190 IP Extension Configuration 191 Phone Display Options 192 Configuring Group Options for an Extension 192 Setting up Station Speed Dialing 195 Setting the Mailbox Options 196 Setting an Information Only Mailbox 196 Disabling a Mailbox 197 Assign Exchange Integrati...

Page 8: ...c for IP Extension 218 CHAPTER 17 AltiGen IP Phone Configuration 221 Configuring Auto Discovery of Server IP Address 228 Setting Up DHCP Option 120 228 On the AltiGen IP Phone 230 Possible scenarios 231 Disabling Auto Discovery 231 When You Have Two AltiGen Servers in the Same Network 231 CHAPTER 18 Mobile Extension Configuration 233 MobileExtSP Board Overview 234 Configuring the MobileExtSP Board...

Page 9: ...s 255 CHAPTER 20 Paging Group Configuration 257 Seting up a Paging Group 258 Adding Members to Paging Groups 258 Removing Members from Paging Groups 259 CHAPTER 21 Line Park Configuration 261 Configuring Line Park 262 Setting Up a Line Park Group 262 Deleting a Line Park Group 264 CHAPTER 22 Workgroup Configuration 265 Workgroup Functionalities 265 Creating and Configuring Workgroups 268 Overview ...

Page 10: ...g 283 Queue Overflow Forwarding 283 Quit Queue Option 283 Supervisor Queue Control 284 Agent Logout Reason Codes 284 MaxCall Configuration 285 Adding a Transmitted CID 285 Editing a Transmitted CID 286 CHAPTER 23 Managing and Using MeetMe Conference 287 Setting the MeetMe Conference Extension 288 MeetMe Conference Window 288 Working in the MeetMe Conference Window 289 Creating a Meeting 289 E mail...

Page 11: ...ring Additional Servers for the VoIP Domain 323 Working with Servers in the VoIP Domain 324 Adding a Server to a VoIP Domain 325 Rejoining a Server to the VoIP Domain 326 Setting an Alternate Server for AltiGen IP Phones 327 Managing VoIP Domain Users 329 PSTN Failover When the TCP IP Network is Down 330 The Scope of an Extension in the VoIP domain 330 Changing an Extension s Scope from Local to G...

Page 12: ...ative Statistics 359 Using SNMP 359 SNMP Management Console 359 Configuring MAXCS for SNMP 359 List of Traps Sent 361 CHAPTER 28 Microsoft Exchange Integration 363 Requirements 363 When You Install MAXCS 364 Exchange Integration Configuration Steps 365 Additional Steps for Bridged Access and Native VM Integration 368 Configuring UM Settings for Each User 371 Configuring for Out Calling from UM 373...

Page 13: ...rter 402 Exporting and Importing Extensions 404 Importing Extensions from a csv File 404 Importing Extensions from the Active Directory 405 Exporting the Extensions in a MAXCS System 407 AltiGen Custom Phrase Manager 407 Creating a New Phrase 409 Playing a Phrase 410 Editing a Phrase Name or Description 410 To Delete a Phrase 411 To Re record a Phrase 411 APPENDIX A E1 R2 and E1 ISDN PRI Installat...

Page 14: ...al APPENDIX D Technical Support Product Repair Services 435 Technical Support 435 Product Repair 436 Technical Training for Administrators 436 APPENDIX E Troubleshooting 439 Troubleshooting VoIP Common Symptoms and Solutions 439 INDEX 441 ...

Page 15: ...nistration of a MAXCS ACC system Another manual the MAXCS Extension User Guide covers the MAXCS ACC end user features and functions such as call handling and voice mail Related Publications Related publications include Hardware Telephony Manual MaxCommunicator Manual MaxOutlook Manual MaxAgent Manual MaxSupervisor Manual AltiConsole Manual CDR Manual AltiGen IP Phone User Manuals ...

Page 16: ...2 MAXCS ACC 6 7 Administration Manual ...

Page 17: ...er to bill back to clients or create a record of calls specific to a project and to budget and forecast expenses Forced Account Codes force the user to input an account code on each call to track telephone usage The administrator can configure which extensions are required to enter an account code and also configure the option to require an account code for long distance calls and international ca...

Page 18: ...ting options Centrex Transfer allows the user to transfer or forward calls to an external telephone number Once the transfer is complete the trunk lines are released Conference Call Station the system supports conference calls with up to 6 parties including the dialing extension You can speak privately to each person before adding the person to the conference The conference initiator can mute conf...

Page 19: ...in a system Also multiple Holiday Profiles can be assigned to DNIS Routing Caller ID and Trunk In Call Routing entries Hop Off Calls over VoIP or T1 PRI Tie Trunks multiple systems at the same or remote locations can be linked through VoIP or T1 PRI networks Also this feature provides toll savings on long distance calls by allowing users to dial a remote system via VoIP or T1 PRI trunk and then th...

Page 20: ...through preset numbers according to a designated schedule Setup is available through the One Number Access tab of Extension Configuration and or the MaxCommunicator or MaxAgent client applications An ONA password is optional The user can press any key to pick up an ONA call ONA Call Screening allows a user to enable a call screening option to ONA where a caller is prompted to record a caller name ...

Page 21: ...er hours routing decisions can be configured for each day of the week When a call is forwarded to this workgroup after hours the call is routed automatically based on the routing decision for that day of the week Agent Login Logout allows huntgroup workgroup members to log in and out of a group so that incoming calls bypass the workgroup member agent who has logged out and the call is automaticall...

Page 22: ...ime and call position are announced Quit Queue Option a caller can press or 0 to leave a workgroup queue to transfer to group voice mail AA extension another group or an operator Ready Not Ready agent can set state to ready 90 or not ready 91 to inform the system whether the agent is able to receive the next call while logged in to a workgroup Real Time Monitoring Workgroup s calls in queue longes...

Page 23: ...roup Call Distribution calls can be distributed to the first available group member or among group members according to the following options Ring First Available Member Ring Next Available Member Ring All Available Members Ring Longest Idle Member Ring Average Longest Idle Member Ring Fewest Answered Calls Ring Shortest Average Talk Time Skill Based Routing Wrapup Time allows a group member some ...

Page 24: ...ail playing order Administrators can configure users voice mailboxes to play the oldest or the newest message first Disable a Mailbox voice mailboxes can be disabled so that callers cannot leave messages Future Delivery allows users to record a message to be delivered at a specific time and date in the future up to one year in advance Information Only Mailbox a mailbox can be configured to announc...

Page 25: ...n be created Each distribution list can have up to 64 entries and any entry can be another distribution list Zoomerang allows users to listen to messages in the Voice Mail System make a return call to a party who left a message and then return to the Voice Mail System to continue checking the next messages all in a single call into the Voice Mail System If the caller ID information is not captured...

Page 26: ... security status of every extension in your system Extension Password Protection for Application Logins the system maintains a counter for each extension to track CTI client application login failures When eight successive failures are reached the system disables login connection for 1 to 24 hours to prevent password intrusion Applies to login from MaxCommunicator MaxAgent MaxSupervisor AltiConsol...

Page 27: ...streams may be delivered late or out of order The system is able to buffer incoming packets and re sequence them by maintaining a queue This queue is adjusted dynamically to accommodate different network environment characteristics Echo Cancellation due to bandwidth limitations and device loading long delays may occur during packet delivery process which worsens the echo effect voice speech Echo c...

Page 28: ...ain will be able to see the extension number plan of other systems Multi site Call Routing when a user dials an extension number that is not a local extension number the system will search the Domain extension list If a list is found the system will dial the number by using the IP address and extension number stored in the Domain extension list Domain User Management The VoIP domain controller can...

Page 29: ...vity login logout an agent view workgroup and agent operation statistics Listen Barge in Coach agent s conversation All workgroups a supervisor is monitoring are displayed in a single view making it easy to see what s happening in all groups at once A graphical view trend lines displays workgroup statistics to help make better staffing decisions Supervisors can check workgroup voice mails without ...

Page 30: ...cities for an All in One Single System PBX Capacity Maximum 400 extensions IP analog and mobile extensions Maximum 256 MobileExt ports per system Maximum 200 MaxCommunicator MaxAgent sessions Maximum 20 AltiConsole sessions Maximum 20 MaxSupervisor sessions Call Center Capacity Maximum configurable agents per workgroup 512 Maximum active login agents per workgroup 256 Total configured agents per s...

Page 31: ...tem requirements List of MAX Communication Server licenses Preparation for installation Installing MAX Communication Server Installing MaxAdministrator on a network client Uninstalling MAX Communication Server Troubleshooting Minimum System Requirements This section lists the system requirements for MAX Communication Server ACC 6 7 ...

Page 32: ...r Windows Server 2003 with SP2 or later Windows XP Professional with SP3 or later Windows Vista Business Edition Windows Server 2008 R2 with SP1 Windows Server 2008 with SP2 Windows 7 32 bit or 64 bit Required Monitor with at least 1024x768 resolution AltiEnterprise Manager Windows Server 2008 R2 with SP1 Windows Server 2008 with SP2 Windows Server 2003 with SP2 or later Windows XP Professional wi...

Page 33: ...rosoft Exchange Server 2010 SuperQueue Requirements Operating Systems Windows Server 2008 with SP2 Windows Server 2003 SP 2 System IBM PC AT compatible system Processor Intel 2 GHz Pentium 4 or equivalent Disk Space 40 GB RAM 1 GB RAM Notes The installation program will install JAVA JRE 1 6 automatically Installation requires 1 GB available hard drive disk space However more space is required for ...

Page 34: ...lient system IE 7 0 or 8 0 System IBM PC AT compatible system Processor Intel 2 GHz Pentium 4 or equivalent Disk Space 60 GB RAM 1 GB RAM 2 GB RAM required if it runs with SQL Server Notes Tomcat 6 0 will be installed automatically Runs on stand alone system Note Do not install AltiReport with AltiServe MaxAgent MaxCommunicator MaxSupervisor Requirements Operating Systems Windows 7 Windows 2008 Wi...

Page 35: ...ed SVGA monitor 1024x768 with 256 color display or better Keyboard and mouse Note MaxAgent for OCS and MaxCommunicator for OCS need to connect to OCS 2007 R2 AltiConsole Requirements Operating Systems Windows 7 Windows Vista Business Edition Windows XP Professional with SP3 or later System IBM PC AT compatible system NET Framework Microsoft NET 2 0 framework or higher Processor 1 GHz CPU or faster...

Page 36: ... Rev A3 or above Triton Analog 12 Trunk LS Board Rev A3 or above Triton Analog 8 port trunk all revisions AltiAPI Alticomlib dll Windows 7 Windows 2008 Server Windows 2003 Server Windows XP Professional with SP3 or later MaxInsight Requirements Operating Systems Windows 7 Windows Vista Business Edition Windows XP Professional with SP2 or higher System IBM PC AT compatible system Processor 1 GHz CP...

Page 37: ...lowing licenses are available for all AltiGen 6 7 systems Licenses for 6 7 MAXCS ACM Per system MAXCS ACC Per system MaxCommunicator Per seat or per session AltiConsole Per session MaxAgent Per seat or per session MaxSupervisor Per seat or per session IPTalk Per seat or per session MaxCall Per seat or per session TAPI Per extension configuration SIP Trunk Per activated SIP trunk 3rd Party SIP Devi...

Page 38: ...re device and the soft system key at the same time Trunk Control APC SDK Per session Exchange Integration Per user Licenses for 6 7 Stand Alone Systems Station License Per activated extension ACM Agent Seat Per concurrent login Single agent logged into multiple WGs will only take one license ACC Agent Seat Per concurrent login Single agent logged into multiple WGs will only take one license Licens...

Page 39: ...n select a setup type All in one Stand Alone System Installation Select this option if MAXCS ACC will be operating on a single server This is the most common installation option Multi Gateway Softswitch System Installation Select this option if the Softswitch Media Server and gateway s will be running in different chassis in an enterprise deployment On the next screen you can select which componen...

Page 40: ...o install them in different machines especially if you plan to grow your system If your system is larger install HMCP Media Server and Softswitch on different servers The HMCP Media Server check box is not available if the operating system is not Windows 2003 2008 AltiGen supports HMCP Media Server only on servers provided by AltiGen Gateway Select this option to install gateway service to an Alti...

Page 41: ...configuring for redundancy However because of the variations of redundancy setup depending on your system please consult with AltiGen before installing a redundancy system Installing MaxAdmin on a Network Client MaxAdministrator can be installed on a client workstation providing the ability to manage the MAXCS server remotely The system running MaxAdministrator and the MAXCS server must be on the ...

Page 42: ... occurred during the move data process Make sure all AltiGen applications and services are stopped closed before installing MAXCS Setup cannot detect your system key You must plug your system key into either a parallel or USB port for upgrading to MAXCS Make sure your system key is fully inserted into your parallel or USB port prior to installing MAXCS If error persists reboot the system then run ...

Page 43: ...MAXCS ACC 6 7 Administration Manual 29 Failed to upgrade AltiServ databases The previous database may be corrupted Restore the last known working database and try again If error persists contact your Authorized AltiGen Dealer Error Message Solution ...

Page 44: ...Chapter 2 System Requirements and Installation 30 MAXCS ACC 6 7 Administration Manual ...

Page 45: ...r a MAXCS ACC ACM system log in to MaxAdmin 1 From the Windows Start menu select All Programs MAX Communication Server ACC MaxAdministrator 6 7 2 Enter the name or IP address of the MAXCS ACC or MAXCS ACM server and click OK MaxAdmin opens 3 To log in to MaxAdmin click the Login button the left most button on the toolbar or select Services Login You ll be prompted to enter the password and click O...

Page 46: ...the Active Title font in Windows XP to Tahoma or other font or change the Window theme to Windows Classic The Main Menu These are the menus and the functions found under each menu Services Log in and log out change password utilities system data management convert work hunt group import and export an extension list shut down all services and exit System Opens windows where you can configure system...

Page 47: ...nse Information window where you can view installed licenses and your license key list and from which you can add and register additional licenses and a Client SEAT License Management window where you can add and remove members from a license type View Lets you show hide and set default alignment of the view windows the toolbar and the status bar Opens the CT Proxy Monitor Help Opens the Help wind...

Page 48: ... Shortcut for PBX Trunk Configuration Extension Opens the Extension Configuration window Shortcut for PBX Extension Configuration Workgroup Opens the Workgroup Configuration window Shortcut for CallCenter Workgroup Configuration IP Phone Opens the IP Phone Configuration window Shortcut for PBX AltiGen IP Phone Configuration AA Opens the AA Configuration window Shortcut for System AA Configuration ...

Page 49: ...n all in one system the gateway ID is the system itself and the ID is 0 Figure 3 Boards window Click on any column heading 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 window Double click a board to open a configuration window for that board or to...

Page 50: ...isplays the status of all assigned trunks Figure 5 Trunk View window The radio button to the left of each trunk location is green when the trunk is idle and red when the extension is not ready or in use The location format is logical board ID channel for example channel 3 on the board in logical board ID 9 is location 09 03 The Type Status and Duration of trunk use is also displayed Note The Durat...

Page 51: ...mber of agents assigned to the workgroup Login the number of agents logged into the workgroup Available the number of logged in agents who are available to receive workgroup calls DND the number of logged in agents who are unavailable with the Do Not Disturb status Wrapup the number of agents who are in wrapup mode Not Ready the number of logged in agents who are in Not Ready state Busy the number...

Page 52: ...part of the window Displays the following data Gateway ID the ID of the VoIP channel s home gateway IP Resource the Triton VoIP logical board ID internal DSP channel ID Codecs Capability the codecs the IP channel can use Active Codec the codec currently being used Used By the extension trunk SIP channel or H 323 channel that is using this channel Connect To the extension trunk or channel the chann...

Page 53: ... Current Resource Statistics window is updated according to the Refresh Interval configuration By default the Refresh Interval is set to refresh the data in the window every 5 seconds To change the refresh interval click the Refresh Interval button at the top of the window and set the refresh interval to a number of seconds up to one minute To set the time to 0 is to turn off the refresh interval ...

Page 54: ...f the following From MaxAdmin select Services Shut Down All Services From Windows select Start All Programs MAX Communication Server ACC Utilities Start and Stop All AltiGen Services and click the Shutdown All AltiGen Services button This stops the MAXCS system services including the MaxAdmin application itself When you re open MaxAdmin the switching services are reactivated These options are avai...

Page 55: ...ettings and board information and change the ID and password of a gateway Available under Utilities MAXCS ACC Backup and Restore Backs up your configurations and extension voice mail See Backup and Restore Utility on page 392 MAXCS Admin and Extension Security Checker Checks the security status of every extension in your MAXCS system See MAXCS Admin Extension Security Checker on page 394 Read Conf...

Page 56: ...Chapter 3 Getting Around MaxAdministrator 42 MAXCS ACC 6 7 Administration Manual ...

Page 57: ...rence call and system call park options Number Plan how the system responds to each first digit dialed Business Hours used by system functions Holiday how calls are routed on designated holidays System Speed speed dial numbers that can be used by all extension users Call Restriction prefixes to block toll call prefixes and call control Account Code tables for creating and removing account codes Ca...

Page 58: ...tions Parameter Description System ID Assign a number 1 100 to the system This ID will be used to differentiate call records if multiple systems are writing call records to the same external database If you intend to create a multi site VoIP domain this number will also be the Server ID which is used and displayed in Enterprise Manager In a multi site VoIP domain each System ID Server ID must be u...

Page 59: ...nce calls will end when all internal lines have disconnected from the conference bridge Not selected the conference connection can continue between outside parties even after all internal parties have disconnected System Main Number The main system telephone number which is sent to the pager s display when a user s messaging options are configured to call a pager This number will be used by a PRI ...

Page 60: ...rs box The operator extension is used in the following applications Trunk in call routing DNIS in call routing Auto Attendant Call Supervision Check the check box to allow a supervisor to monitor barge in on coach and record an agent s non workgroup call Notes If this check box is checked the supervisor can listen barge in on coach and record an agent s conversation regardless of the agent s login...

Page 61: ...be changed without totally reconfiguring the system or deleting all the extensions already configured Further if a first digit dialed is assigned to extensions and you have set up extensions beginning with that digit you cannot change the digit assignment without first deleting all affected extensions For example if 7 is assigned to Extension and you re using extensions 7010 7113 and so on you can...

Page 62: ...ion be greater than or equal to this DID Number Length Dialed Digit Translator This feature is capable of intercepting and manipulating a dialed digit string before it is sent out for outbound call processing To set up a dialed digit translator entry check the Enable checkbox and click the Setup key This opens a dialog box where you can select First Digit Translator or Extension Dialed Digit Trans...

Page 63: ... the digit preprocessor will replace the first digit 1 9 or that user dials with the digits indicated in the corresponding field In the above example if a user dials the system replaces this with 911 Note This feature is for internal extension users only It does not support dialing out from voice mail Improper configuration may cause conflict with the system numbering plan Be sure to fully test an...

Page 64: ...nsion Dialed Digit Translator will apply to 3 optional From the Non members list you may select an IP extension that the Extension Dialed Digit Translator will apply to You can apply the same Members to multiple locations You may also enable the Bypass Account Code option if Account Codes are required 4 Enter digits in the Dialed Number field and Translate To field In see Figure 12 assuming the sy...

Page 65: ...ess Only one IP trunk access option is allowed per system To use Voice over IP you must set up this access and in addition configure the IP Dialing Table as discussed in Defining the IP Dialing Table on page 319 and set the VoIP codecs as discussed in Setting VoIP Codec Profiles on page 310 Note After setting the IP Trunk Access code here you should set the Trunk Access Codes of any 30 port VoIP b...

Page 66: ...e 13 System Configuration Business Hours tab Multiple Business Hours profiles can be configured in a system A default System Business Hours profile is already configured Multiple Business Hours profiles can also be assigned to DNIS Routing and Trunk In Call Routing entries To add a Business Hours profile click the Add button Enter a name for the profile then click OK For each business hour profile...

Page 67: ...day routings select System System Configuration and then click the Holiday tab Figure 14 System Configuration Holiday tab AM and PM Schedules For each day of the week select the time periods during which the company is available for business The time between the AM and PM times can be used to indicate a lunch break or time between shifts If you don t want to set a break between AM and PM schedules...

Page 68: ...m the Holiday list 2 Set call routing for normal holiday hours using the field group in the Normal section of the Holiday tab This will be the default route for calls coming in on that holiday 3 If you have special work hours during holidays check the Special hours option and configure special hour routing This route will override the route for normal holiday hours for the hours you specify Use th...

Page 69: ...b Adding Speed Dial Entries To add a speed dial entry 1 Click the Add button 2 The next available ID is filled in for you or you can select the ID number using the drop down arrow 3 Type in a name for the Speed Dial entry then enter the full number as you would dial it with a maximum of 20 digits per entry For example the phone number 914085551212 comprises 9 trunk access code 1 long distance pref...

Page 70: ...tem Call Restrictions The Call Restriction tab contains settings for the following functions Block calls to area codes from all extensions Define local toll free area codes Lock an attacked extension Block all outgoing trunk calls Restrict other system users from hopping off to make an outbound call via a tie trunk Set 10 digit dialing area codes for using trunk access code To set up call restrict...

Page 71: ... 1976 Click Apply Note A maximum of 20 prefixes can be defined Setting Unrestricted Area Codes To add or remove local call definitions including calls that begin with 1 but are free 800 888 use the Add or Delete button in the Unrestricted Area Code panel and click Apply The Extension Configuration s Restriction tab references these area codes as local and unrestricted in its Outcall Restrictions p...

Page 72: ...tension with the restrictions to use for the hop off calls Setting 10 Digit Dialing Area Codes The 10 Digit Dialing Area Code field lets you define area codes that do not require dialing a 1 before the area code To enter an area code click the Add button Note Applies only to calls that use a trunk access code For calls using a route access code 10 digit dialing area codes need to be configured in ...

Page 73: ...n also block display of the Account Code table in which case you would want to supply users with the account codes they need See Setting Personal Information on page 185 Setting up Call Reports You can set up the call report logging option only if MAXCS and MaxAdmin are installed on the same server On the Call Reports tab specify the following Where to log the call detail records CDR The location ...

Page 74: ... is 1 12 months 3 Optional In the Archive purged record s field use the up down arrows to select the number of months per archive file This determines the number of months that the system will archive an existing CDR database before creating a new database 4 Press OK or Apply External Remote Logging of Call Data MAXCS allows you to output CDR records to a Microsoft SQL Server 2000 database Before ...

Page 75: ...nal Log Service Fill in the fields and click OK Exporting Through a Local Port You can send the CDR to a COMM Port to export to for example a call accounting data processing system To do this select the Enable Data Output box in the Accounting Data Processing field group Then select an Available Port and the Baud Rate Country Relevant Settings The Country Relevant tab in the System Configuration w...

Page 76: ...efix For example type in a 1 for 1 plus dialing within the U S dialing plan also known as the North American Numbering Plan International The prefix used for international calls For example this is 011 for international calls made in the U S 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 u...

Page 77: ...number out to the trunk directly When the number matches the Domestic Plan the system will send the number out with the domestic toll call prefix When the number matches the International Plan the system will send the number out with the international toll call prefix When a number matches multiple entries the match with the most digits has priority Audio Peripheral Configuration You can configure...

Page 78: ...hold to play a file 1 Make sure a VoIP board is installed required for playing a file 2 Check Enable Callers on Hold or in Queue to Listen to Music or Recorded Announcement 3 Use the drop down list to select the logical board ID of the VoIP board The system will play the default music on hold file when the user places the caller on hold The default music on hold file is a wav file called MusicOnWa...

Page 79: ...teners are in another gateway one VoIP resource channel in each gateway is used to convey the music stream Setting Greeting and Update Prompts To play a prompt before placing the caller into a hold queue 1 Select the Play Prompt Before Placing the Caller in Queue check box 2 Use the drop down list to select the prompt number you want to use for the greeting message Creating prompts is discussed in...

Page 80: ... also automatically changed to the greeting associated with this activity To access Activity configuration select System System Configuration then click the Activity tab There are a total of nine activity codes the first six are pre configured as follows 1 System Default plays the system greeting 2 Personal plays the personal greeting 3 Meeting 4 Away From Desk 5 Business Travel 6 Personal Time Of...

Page 81: ...g extension features AltiGen Voice Mail pwd Login to VM 14 Personal Options Making Calls 34 Dial by Name 35 Station Privilege Override 93 Intercom Answering Calls 29 Individual Call Pickup 30 System Call Pickup 31 Personal Call Park 41 System Call Park 51 Line Park Pickup 81 Hands Free Mode 82 Dial Tone Disabled Call Management 26 Station Logout 27 Station Login 32 Enter Account Code 33 Do Not Dis...

Page 82: ...tomatically assign the lowest available number Select the check boxes for the MAXCS feature codes that you want to be associated with this feature profile then click Apply After the System Administrator creates a Feature Profile the Feature Profile can be assigned to a specific extension from the General page of Extension Configuration See Setting Personal Information on page 185 for more informat...

Page 83: ...assis all in one installation gateway management configuration is not required With Multi Gateway Softswitch architecture MAXCS can control telephony boards that reside in different chassis gateways and make them function as a unified system Multiple AltiGen servers can be configured as gateways Each gateway is controlled by the MAXCS software The following diagrams show several Multi Gateway Soft...

Page 84: ...delay and latency may cause synchronization signal failure between MAXCS and the gateway Note An AltiGen Gateway license is required to set up a gateway Managing Gateways Whether you are using multiple gateways or one gateway you will perform gateway management functions in the Softswitch Component Configuration window The Softswitch Component Configuration window lists each gateway in your system...

Page 85: ...gure 29 Softswitch Component Configuration window Media Server Gateway tab Setting Parameters To read or set parameters for a specific gateway first select the gateway in the list on the left After making changes to a gateway click Apply before selecting another gateway When you are finished with the window click OK Parameter Description ID Name Type Lists all gateways that have been added using t...

Page 86: ...0 if MaxAdmin is running on the MAXCS machine After the box is checked or unchecked reboot the Softswitch machine The Type will change to Gateway or Media Server as appropriate Note This option is appropriate to a small to medium scale system CT Bus Mode The CT bus is the telephony switching bus that connects all telephony boards inside each gateway It can be set as Mu Law or A Law The default is ...

Page 87: ...eway The password is used for access to the Media Server Gateway Configuration Tool for the gateway After you add a gateway to the list you can attach it to the MAXCS system Also you may have disconnected a gateway that has already been attached In either case you can attach it in the Softswitch Component Configuration window To attach a gateway to the AltiServ system 1 Select the gateway you want...

Page 88: ...lete The gateway disappears You can add it back again if you want by clicking Add Changing Gateway ID and Password You can change the selected gateway s unique number 01 02 and the password by clicking the Config button in the Softswitch Component Configuration window This opens the Gateway Configuration Tool Make your changes and click Apply Media Server Gateway Configuration Tool The configurati...

Page 89: ...igure the IP address of the Voice Message server and the Enterprise server Parameter Description Gateway IP Address The IP address of the gateway identified in the title bar Gateway ID Setting Shows the unique numeric ID of the gateway identified in the title bar Editable field Password Setting The password of the gateway identified in the title bar Editable field Status The status of the gateway ...

Page 90: ...Chapter 5 Media Server and Gateway Management 76 MAXCS ACC 6 7 Administration Manual Figure 32 Softswitch Component Configuration window Applications Server tab ...

Page 91: ...ress as an attachment Enable or disable Microsoft Exchange synchronization service or select Exchange s bridged access or native VM integration with Exchange s Automated Attendant or Unified Messaging Server To access the Voice Mail Configuration window do one of the following Select System Voice Mail Configuration Use the drop down list beside the System button and select Voice Mail Configuration...

Page 92: ...er Description Maximum Retry Count Can be between 0 and 16 This is the number of times the system will try to deliver a voice message notification after the original attempt For example 5 retries means five tries after the original or 6 total attempts Retry Interval in Minutes The number of minutes between retry attempts Five minutes is the minimum and 60 minutes is the maximum interval allowed Ch...

Page 93: ...tem warns the user that saved messages will be deleted due to their retention time expiring The message is given the day before the messages are automatically deleted and the user then has the option to either keep or delete the messages By default this feature is enabled Note If this feature is disabled saved messages are deleted automatically without warning when they expire Parameter Descriptio...

Page 94: ...vides an option to the user to directly access Exchange Unified Messaging by pressing 7 in extension voice mail after entering the password Once connected users can check and reply to e mail manage calendars and send messages Note If Exchange server is offline or down the user pressing 7 will hear an error message This voice mailbox is not accepting new messages at this time All other VM features ...

Page 95: ...d allow AltiGen CTI client applications to manage voice mails the voicemail files are replicated back to MAX Communication Server When a voicemail file is heard marked save or deleted from an AltiGen client application the voicemail attribute is changed in the Exchange server accordingly Limitations Personal options usually invoked by pressing 4 on the AltiGen Voice Mail System menu must be invoke...

Page 96: ...e phone sets or the MaxCommunicator or MaxAgent user applications To configure distribution lists select System Voice Mail Configuration then click the Voice Mail Distribution List tab Figure 34 Voice Mail Configuration Voice Mail Distribution List tab Postmaster Ext This field defines the extension that will be assigned as a Postmaster Extension When the e mail system receives an e mail with an i...

Page 97: ...e extensions are displayed in the Non Member box 2 To give the list a name or change the existing name type a descriptive name into the Name box 3 To add a member select the name s in the Non Member list and click the Add button to move it to the Member list To remove a member select the name s in the Member list and click the Remove button to move it to the Non Member list You can select multiple...

Page 98: ...Chapter 6 Voice Mail Configuration 84 MAXCS ACC 6 7 Administration Manual ...

Page 99: ...to hear a list of employees and their extension numbers Records a voice mail message to a specific mail box Allows employees to call into the system and access voice from an external location Collects caller input data for example account code ID and so on Data Directed Routing Allows the routing of calls directed by the caller s input digit or text Sets call priority and skill level requirement f...

Page 100: ... Extension Workgroup 360 3 Version 5 Support Call Extension Workgroup 370 4 Version 6 Support Call Extension Workgroup 380 5 6 7 8 9 0 Operator To Operator Repeat Menu Repeat Level Main Menu GoTo Top Level Auto Attendant ID 120 Phrase 30 Sales Digit Meaning Action 1 Hardware Call Extension Workgroup 310 2 Applications Call Extension Workgroup 320 3 Check Order Status GoTo Item 127 Collect Order 4 ...

Page 101: ...to the selected AA restoring system defaults Copy From lets you make a copy of an AA and then modify it as you like 1 Select your target ID from the AA Select window 2 Click the Copy From button 3 From the drop down list choose the AA you want to copy to your selected ID 4 In the pop up box click Yes to complete the copy Close closes the AA Select dialog box Help opens the help file for AA Export ...

Page 102: ...se files located at C Postoffice Phrases LangCustom directory A phrase file can be any file name Note Prior to the 5 1 Release the Phrase directory was under C AltiServ and custom phrases had to use a phrase number from 0001 to 0999 If one action item has multiple choices you need to select Expand Tree instead of using Go to next menu to create a new level You can jump to any action item within th...

Page 103: ...names Call Disconnect Disconnects the call VM Record Message Leaves a voice mail message in the specified voice mail box If you want the caller to hear the extension s greeting before hearing the start recording beep check Play Extension Greeting VM Mailbox Access Allows the caller to log in to the voice mail system to retrieve voice mail or change personal options from the outside This option is ...

Page 104: ...r CDR logging the IVRData field will log the collected digits as Tag xxxxx For example if tag is configured as Account and collected digits is 67663 the CDR database will log Account 67663 in the IVRData field For MaxAgent client display the above example is displayed as Account 67663 on the View IVRData section For CDR Search the above example is displayed as Account 67663 on the IVRData column T...

Page 105: ...echnical support Press 3 for accounts payable Press 0 to reach the operator To repeat this menu press star An example of a group greeting phrase Please hold someone will be with you shortly This section covers information on how to use pre recorded phrases record custom phrases and use professionally recorded phrases Using Pre Recorded Prompts MAXCS provides ready to use pre recorded phrases Phras...

Page 106: ...name if you want Using Professionally Recorded Phrases Recording studios such as Worldly Voices provide professionally recorded prompts as electronic files that can be installed and used on the MAXCS system See the AltiGen web site at www altigen com for more information Click Customer at the top of the page and then click Resources for Creating Professional Voice Prompts AltiGen provides the Voic...

Page 107: ...ng studio to record prompts in either 8KHz or 11 025KHz mono in the WAV format 4 Ask the studio to convert the WAV file s into the proper MAXCS format If using Worldly Voices this conversion is done for you If you are using a studio other than Worldly Voices use the Voice File Conversion utility This utility converts an audio file recorded at either 8KHz or 11 025KHz in the WAV format to an MAXCS ...

Page 108: ...Chapter 7 Auto Attendant Configuration 94 MAXCS ACC 6 7 Administration Manual ...

Page 109: ...configure MAXCS to direct a caller to a language based on the phone number the caller has dialed For example if you give out different 800 numbers to different countries and a call comes in from the 800 number you give out to customers in Mexico you can configure MAXCS to direct that 800 number to the Mexico Spanish language prompts or to an extension that uses the corresponding language in its pr...

Page 110: ...will perform localization procedures to create language packages including syntax rules for numbers and sentence structure for their local market For international customers please contact the authorized AltiGen distributor in your country to obtain localized language phrases Storing Language Phrase Packages Additional language phrases system and custom and syntax styles need to be copied to the c...

Page 111: ...age Each language added to the table will have a formal name a description a system phrase directory LangDir_X and a custom phrase directory LangCustomDir_X as shown in Figure 39 To add a language 1 Click the Add button The Add Language dialog box opens 2 Choose a language from the drop down list The drop down list shows the language directories you have added to the C PostOffice Phrases directory...

Page 112: ...om the list at the left select the AA you want to configure with multilingual support 3 Check the Enable Multilingual Support check box The Multilingual Enabled column changes to TRUE 4 In the Language Setting group of fields check the Language Selection Prompt check box 5 Choose the prompt that lets the caller select a language 6 Beside each appropriate number select a language from the drop down...

Page 113: ...have a default language configured and that language is always used for them whenever they hear a prompt on their extension The default language is assigned in Extension Configuration General tab Figure 40 Selecting a language for an extension user In the Language drop down list select the desired language and click OK ...

Page 114: ...correct numbers in the next step For example the prompt the extension user might hear after pressing 12 might be To change the preferred language for this extension press 1 for English press 2 for Spanish press 3 for Chinese 3 Beside each number select a language from the drop down list that corresponds to the prompt The languages listed are those that you have added to MAXCS on the Language tab o...

Page 115: ...ation panel of the General tab assign a Feature Profile that includes 12 Using DNIS to Set the Language If your company has multiple phone numbers you can configure MAXCS 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 extension 1 Select PBX In Call Routing Configuration DNIS Routing ta...

Page 116: ... selected language If a language selection is invalid or times out 7 seconds three times in a row the default language is selected 3 If an extension is set for ONA one number access the caller will hear the prompt in the language selected previously but when the callee picks up the ONA notification call the callee will hear the prompt in the language according to the extension s language setting 4...

Page 117: ... installation If an agent is using an IP phone and recording is turned on the system will use a recording channel on a VoIP board to process the recording session The IP phone will occupy a codec channel on the VoIP board to allow the recording channel to tap into the conversation You need to make sure that the AltiServ that agents belong to and the gateway for a multi chassis installation have ad...

Page 118: ...ng Configuration The Recording Configuration window opens Figure 43 Recording Configuration window Note Call recording options for specific extensions workgroups can be set up on the General tab of Extension Configuration and Workgroup Configuration respectively To Enable and Configure Centralized Recording 1 Check the Enable Centralized Recording check box 2 Select a Recording Type from the drop ...

Page 119: ...rd 5 Click the FTP Test button to verify that login to the FTP server is successful 6 When you are finished configuring click OK Note To allow supervisors to record an agent s non workgroup call check the appropriate check box on the System Configuration General tab For more information see Setting General Parameters on page 44 Using a Remote Shared Directory It is strongly recommended that you us...

Page 120: ...rding Configuration 106 MAXCS ACC 6 7 Administration Manual Figure 45 Sign up for online storage or connect to a network server link This opens the Add Network Place Wizard Figure 46 Add Network Place Wizard 3 Click Next ...

Page 121: ...ocation and click Next Figure 48 Add Network Place Wizard Internet Network Address 5 Type the address of the Web site FTP site or network location in the field for example ServerName sharefolder or use the Browse button to locate the destination path Click View some examples for correct formatting Then click Next The following screen is displayed ...

Page 122: ... MAXCS ACC 6 7 Administration Manual Figure 49 Add Network Place Wizard Shortcut Name 6 Type in a name for the network place and click Next Figure 50 Confirmation screen 7 Click Finish The network place you created should appear on the desktop ...

Page 123: ...ation MAXCS ACC 6 7 Administration Manual 109 Figure 51 Network Place Created 8 In the Recording Configuration window use the Browse button to select the network place as the destination folder Figure 52 Recording Configuration Window ...

Page 124: ...Chapter 9 Call Recording Configuration 110 MAXCS ACC 6 7 Administration Manual ...

Page 125: ...und dialer Inbound call routing logic for a special business application To connect an SDK based add on application you need An APC license concurrent session A separate application extension to log in to for each application For more information about SDK please send e mail to sdksupport altigen com Application Extension Setup Note Before you begin make sure a Trunk Control APC SDK Session licens...

Page 126: ...ist 3 Type a password in the Password field 4 Type a description of the application in the Description field if desired Click OK Application Failover Plan The Application Failover Plan ensures that a call made to the extension will be automatically transferred if the application is not available Use the If application is not available forward to drop down list to select the forwarding destination ...

Page 127: ...ation Information Additional information can be described in the App Information fields If desired enter the appropriate information in the fields for Application Source Spec Doc Location Designed by Implemented by Implementation Date Revision Number and Revision Date Readying the Application If a third party application is connecting to this extension make sure the application is properly set to ...

Page 128: ...Chapter 10 Application Extension Configuration 114 MAXCS ACC 6 7 Administration Manual ...

Page 129: ...oard page 118 Triton Analog Trunk LS GS and LS Boards page 118 Triton VoIP Board page 119 Triton T1 E1 Boards page 120 Virtual Boards SIP and H323 page 133 Virtual Board HMCP page 135 MAX1000 2000 Board page 141 Virtual MobileExtSP Board page 142 For information on how to install AltiGen boards refer to the Quick Installation Guide provided with every board package Board attributes and functions a...

Page 130: ...window opens similar to the following Figure 56 Board Configuration window These are the attributes and buttons in the Board Configuration window see each board type in the sections that follow for additional notes on each type Parameter Description Board Info Board Logical ID assigned by MAXCS Board Name the type of board installed in the system and its physical ID ...

Page 131: ...e system the supervisor will hear an error tone If the supervisor is using an IP phone then Connect Voice Stream to Server should be checked in the Extension Configuration window so that the system can pull the caller and agent s voice stream to the resource board to allow the supervisor to tap into the conversation Channel Mapping List Logical Channel Type and Physical Channel for the entire boar...

Page 132: ...escriptions below Figure 56 Note the following additional information Double clicking a channel in the Channel Mapping List opens a Triton Analog Line configuration dialog box See Triton Analog Station Line Properties on page 190 Clicking the Board Configuration button opens a configuration dialog box that displays the board s serial number DSP clock physical and logical IDs Figure 57 Board Config...

Page 133: ...oIP features Overview VoIP for MAXCS runs on both SIP and H 323 protocols that allow voice calls to be made through an IP network It includes an integrated VoIP gateway to convert voice calls into IP packets and transmit them through the IP network MAXCS VoIP uses DSP engines residing on the Triton VoIP board to perform the voice coding decoding functions needed for SIP and H 323 devices The Trito...

Page 134: ...arameters are listed in Appendix B on page 427 Configuring the Board Double click the Triton T1 E1 board in the Boards window to open the Board Configuration window similar to Figure 56 See attribute descriptions below Figure 56 Note the following additional information The Board ID must be in the range 0 7 Double click a channel in the Channel Mapping List to open a trunk configuration dialog box...

Page 135: ...r information on adding and removing mobile trunks see Mobile Extension Configuration on page 233 T1 and E1 Configuration Double clicking a channel group for a Triton T1 board in the Channel Group Info pane opens a T1 or E1 Configuration dialog box as in Figure 61 and Figure 62 Figure 61 Triton T1 configuration dialog box ...

Page 136: ...rd 2 If error continues replace board HW failure No Clocks No clock signal is detected on T1 interface drop 1 Check MVIP clock 2 Reset board If this does not work replace board L1 failure No Signal LOS Layer 1 failure physical layer LOS Loss of Analog Signal Check T1 PRI cable and change if necessary If cable is okay CO is not sending any signal Contact CO L1 failure Alarm Indication Signal AIS La...

Page 137: ...r 2 failure data link layer no sync flag has been detected in data link layer Check if D channel is active or not PRI only L2 Failure Not established Layer 2 failure data link layer the peer to peer link has not established in data link layer CO must activate HDLC link Error Meaning Frame Errors Number of framing bit errors In T1 mode a framing bit error is defined as an incorrect FS bit value The...

Page 138: ... Inversion is the line coding format in T1 transmission systems whereby successive ones marks are alternately inverted and sent with opposite polarity of the preceding mark B8ZS Binary 8 Zero Substitution sends two violations of the bipolar line encoding technique rather than inserting a one for every seven consecutive zeros For E1 you can set the Line Code to either AMI or HDB3 HDB3 High Density ...

Page 139: ...ster must be designated at the CT Bus master Setting up Channels on the Triton T1 E1 Board This section discusses setting up T1 CAS T1 PRI E1 CAS or E1 PRI channels on the Triton T1 E1 board Click the Protocol button in the T1 or E1 configuration dialog box see Figure 62 to open the Protocol Configuration window shown below The Triton T1 E1 Board can be configured to either CAS or PRI through the ...

Page 140: ... all channels on the span to T1 CAS Regular ISDN PRI select this option to indicate 23B D ISDN PRI span and to designate the last channel as the D channel Enable Tie Trunk check this box to enable a tie trunk Tie trunks must terminate to a system also configured as a tie trunk Note This option not available when E1 CAS is selected Figure 65 E1 PRI Protocol Configuration dialog box top half ...

Page 141: ... span and to designate the 16th channel as the D channel Enable Tie Trunk check this box to enable a tie trunk Tie trunks must terminate to a system also configured as a tie trunk Note This option not available when T1 CAS is selected Setting the ISDN PRI Switch Mode If you select a Span Type of Regular ISDN PRI in the T1 PRI Configuration Window use the following guidelines to set the ISDN PRI Sw...

Page 142: ...NI 2 PRI Network If you select a Span Type of Regular ISDN PRI in the E1 PRI Configuration Window use the following guidelines to set the ISDN PRI Switch mode E1 PRI Figure 68 E1 PRI Switch Mode The top three settings are used for a connection to a CO switch Austel TS014 PRI ETSI NET5PRI NT DMS 100 PRI The bottom three settings are used for a PRI tie trunk configuration where two MAXCS systems are...

Page 143: ... the six classes of numbers call type that can be sent to a CO 101CCCC Numbers CIC Carrier Identification Codes dialing 011 International Numbers for placing calls outside the U S 1 10 digit Numbers for local and long distance calls that require dialing 1 before the number 10 digit Numbers for local and long distance calls that do not require 1 before dialing 7 digit Numbers for calls placed withi...

Page 144: ... Facilities is used with PRI to instruct the CO to route a call to a specific carrier or long distance service Use the drop down list to identify the type of carrier service you want to use for your ISDN PRI lines The choices in the list depend on the specific switch and your long distance service provider An example of such service includes AT T Megacom Note If your CO requires specific NSF featu...

Page 145: ...P hop off to PRI trunk so the callee can receive a more accurate caller ID When a PRI span is subscribed a block of DID numbers will be provided by the Carrier The Carrier should be able to accept Calling Numbers in the DID number block However if the numbers are not in the blocks or the digit lengths are mismatched the Carrier might reject the call The PRI Calling Number Setting addresses this is...

Page 146: ...SU ACE used as an example to the T1 PRI or T1 E1PRI board using an RJ 48C or RJ 48X cable 2 Connect the CSU to the network termination box using an RJ 48C or RJ 48X cable Note CSUs also are used for line lengths over 75 feet which helps to resolve attenuation issues Troubleshooting T1 E1 Common Symptoms The most common problems when installing T1 CAS or T1 PRI services 1 The service provider misco...

Page 147: ...els for different connection types IP extensions SIP Tie Trunks SIP Trunking from ITSP and H323 Tie Trunks Each channel will have its channel ID similar to channels on a Triton extension or trunk board When an IP phone registers to the system a channel ID will be assigned to the IP extension However these channels are only responsible for processing protocol and call control signals They require a...

Page 148: ...ver the number of channels can be more than 1000 If you change the numbers in this dialog box you must shut down and restart the switching and gateway services for this change to take effect When the services restart the new configuration appears in the Currently Configured Channels fields The SIP Trunking Configuration button opens the SIP Trunking Configuration dialog box See SIP Trunk Propertie...

Page 149: ...r is changed Configuring Virtual Board HMCP This section is for a Multi Gateway Softswitch with an HMCP media server installation only A single all in one system does not require configuration of this board Host Media Control Processing HMCP is a virtual board that uses an Intel CPU to provide the following functions 1 Process VoIP Media Stream Encode decode and transcode voice stream Detect and g...

Page 150: ... board and MeetMe conference board from OFFICE systems running as a gateway Station conference MeetMe conference and barge in silent monitor coaching will use HMCP voice processing resources when deploying Multi Gateway Softswitch An HMCP Media Server license is required to activate an HMCP virtual board By default the system grants 60 conference members in a maximum of 40 bridges You can change t...

Page 151: ...ce Members 4 Agent Supervision Bridges The maximum number of resources that can be assigned to each HMCP virtual board is as follows G 711 VPR 1 000 G 711 G 723 G 729 VPR 200 Station Conference Members 120 MeetMe Conference Members 120 Agent Supervision Bridges 20 Notes 1 000 G 711 voice processing resources will be licensed to the system when one HMCP Media Server license is registered The more V...

Page 152: ...ulticasting only The purpose of the TTL Time To Live is to regulate how many hosts the IP paging packets can pass through The TTL value is reduced by one on every hop You may need to adjust this value if there are remote IP phones at different locations that register to AltiServ through WAN and require the IP paging feature The value will be the number of routers from AltiServ to remote IP phone p...

Page 153: ...Media Server For 200 to 1 000 users without an extensive amount of recording resources fewer than 200 concurrent recording sessions you may deploy a stand alone HMCP Media server as shown below The Home Media Server ID should be changed to 01 for all IP extensions assuming HMCP Media server is using ID 01 ...

Page 154: ... codec and 240 members of Station or MeetMe conferencing To achieve load balancing you need to divide and assign IP extensions to different Home Media Server IDs The following guidelines may help you make decisions when assigning IP extensions to different Home Media Server IDs Equally divide the IP extensions that require centralized recording and assign them to different HMCP Media servers Equal...

Page 155: ... two access board slots MAXCS treats the entire MAX system as one board with two access board options The Boards window displays the name of the MAX board followed by xxyy T1 xxyy Figure 73 Boards View showing MAX board xx refers to the number of analog trunks and yy refers to the number of analog extensions If an access board has a T1 E1 port T1 is added to the end In the Boards window double cli...

Page 156: ...Line Properties on page 190 In the main Board Configuration dialog box for the MAX 1000 2000 board see Figure 74 on page 141 clicking the Board Configuration button opens the following dialog box Figure 75 MAX 1000 2000 Board Configuration window This dialog box displays the board serial number top access card serial number bottom access card serial number DSP clock board ID physical ID and logica...

Page 157: ...iton T1 PRI trunk page 154 Triton analog trunk page 156 This chapter also discusses incoming call routing page 164 and outgoing call blocking page 165 both configurable on tabs in the Trunk Configuration window Trunks Out of Service If none of the trunks are available when an outside call is placed the caller will hear the system prompt All outside lines are busy Please try again later Channel Ide...

Page 158: ...uration window do one of the following Click the Trunk Configuration button in the toolbar Select PBX Trunk Configuration Double click a trunk in the Trunk View window Figure 77 Trunk View window Selecting Channel Properties from the right click menu in Trunk View bypasses the general Trunk Configuration window to open a trunk properties window specific to the selected trunk ...

Page 159: ...system This ID may change when a telephony board is added into or removed from the system When you select a trunk in this list the options and parameters for the trunk appear in the settings in the right side of the window 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 ...

Page 160: ... a specific dialing pattern and add delete digits from the dialing pattern It can solve most of the complicated dialing problems If your system is using RAC you can set this TAC field to None Area Code The local area code for each trunk Enter a three digit area code If left blank the trunk assumes the home area code defined in the General tab of the System Configuration window This configuration i...

Page 161: ...have different E911 regulations and requirements Please check with the local authority to understand what is required by law Phone Number If this trunk is an analog or T1 CAS trunk this field is used for labeling purposes only Enter the number without area code in this field If this trunk is a PRI trunk the system will output this number to the carrier as the calling party CallerID PRI trunk trans...

Page 162: ...is configured to an outside number and the extension user transfers a call to the virtual extension or speed dialing number the system will add the Centrex FLASH automatically You don t need to add the in the forwarding or speed dialing digit stream Attribute In Service makes the trunk available for use Out of Service prevents the trunk from being used for example while performing maintenance Enab...

Page 163: ...erties Opens a dialog box that allows you to configure low level hardware specific properties for each trunk The options vary depending on the type of board and trunk this is discussed in subsequent sections H323 Tie Trunk Properties To open a trunk configuration dialog box for an H323 tie trunk do one of the following In the Trunk Configuration window select an H323 trunk type then click the Trun...

Page 164: ...ure SIP trunk channels to connect the service Before you start note the following An AltiGen SIP Trunking channel is licensed You need to buy and register a license to be able to configure this option AltiGen does not guarantee the voice quality of the SIP dial tone coming from your service provider You need to work with your data service and SIP trunking service provider to make sure adequate QoS...

Page 165: ...s connected Configuring a SIP Trunk To open a trunk configuration dialog box for a SIP trunk do one of the following In the Trunk Configuration window select a SIP trunk type click the Trunk Properties button then click the SIP Trunk Configuration button In the Board View window double click a SIPSP board type click the Board Configuration button then click the SIP Trunk Configuration button The S...

Page 166: ...ferent source port and destination port Automatic NAT Traversal Leave this box unchecked Enable Channel After all above parameters are entered correctly check this box to activate the channel The AltiGen system will send authentication to the service provider to verify the setting To copy the information in one row to other rows select the row and click Copy To Then select the rows you want to cop...

Page 167: ...nter a calling number in the field below the table in case the carrier cannot accept configured numbers Carrier can only accept assigned numbers as Calling Number If you select the this option specify assigned numbers by clicking the Add button and entering the numbers To edit or delete a number you added select it and click the Edit or Del button Enter a calling number in the field below the tabl...

Page 168: ...nel and select Channel Properties Figure 81 Triton T1 Configuration dialog box Following are the parameters for the Triton T1 Configuration dialog box Incoming DID Number Field When a call comes in the SIP trunk uses To Header or Request URI as the DID DNIS number Parameter Description T1 robbed bit signaling Protocol You can set Protocol to one of the following E M Wink Start default E M Immediat...

Page 169: ...n to disable Caller ID and DID collection Max seconds between digits Maximum wait time before time out between two digits Default value is None Do not change this value unless advised Selecting None means the system will only wait for the sequence of digits that are collected within the length of time specified in the Max seconds before the first digit field Incoming sequence Select up to five inc...

Page 170: ...wise it looks for a match to the first and only symbol in the second sequence the DID DNIS number For the example let s say the system receives the It then waits 1 second between each digit for the next digit until all digits are received The symbol is a delimiter between Caller ID and DID digits In this example the MAXCS ACC ACM system is expecting either the sequence CID DID or only DID digits f...

Page 171: ...ing Ring Ring Silent type of ring pattern Impedance The resistance of electrical current to alternating current measured in Ohms Impedance occurs when power or signal is transferred from one circuit to another When a trunk interface impedance is greatly mismatched with the CO analog line it may result in static noise and echo heard by IP phone users The system automatically selects the impedance p...

Page 172: ...the system will busy out the trunk The CO will treat this trunk as a busy line and WILL NOT place a call to this trunk By default this option is unchecked Enable Dial Tone Detection Outgoing When enabled the trunk channel must detect outgoing dial tone prior to making the call Enable Answer Debounce Incoming Enables a timeout period of 2 seconds for ignoring false CO disconnect signal after answer...

Page 173: ...s clicked Diagnose button Use this button to view the Noise Level Echo Return Loss and Hybrid Echo Return Loss measured using the current Impedance setting Noise Level The noise level displayed after you click the Diagnose button or the Match Impedance button Acceptable range for Noise Level is less than 67 dBm in value For example Noise Level of 72 dBm is good and 63 dBm is poor You may experienc...

Page 174: ...field shows the measurement after adaptation of the selected Impedance profile Note If the Hybrid Echo Return Loss reading of a trunk is worse than 6 dB for example 5 db the trunk may be subject to VoIP voice quality problems Use this trunk to connect to analog phones only or configure it to be the least used trunk Acceptable range for Hybrid Echo Return Loss is 6dB to 26dB Noise Level should be l...

Page 175: ...2 0020 the prefix 510 252 is the same 1 Write down the Rx Gain then set it to 0dB and click OK 2 Write down the Impedance setting then change it to 600ohm and click OK 3 Call the number you got from your CO as noted above 4 Click the Test Rx Level button When the test is complete the Test Rx Level dialog box opens 5 Click OK The Rx Level measurement showsin the Diagnosis section of the main dialog...

Page 176: ... measurement is worse than 9dB for example 10 dB you should contact the CO to adjust the line loss to the acceptable range If You Don t Have the Milli Watt Test Number If you don t have the local CO s Milli Watt Test Number you can follow the steps below to measure the line loss when calling two local trunks 1 Copy C Post Office Phrases Lang1 phrase9900 to C Post Office Phrases LangCustom folder R...

Page 177: ... the Triton Analog Trunk to IP phone connection a Go to VoIP Board configuration and click the Advance button b Set the Transmitting gain to IP Extension to 3 for the Triton Analog Trunk Do NOT change the gain in the trunk property of the Triton Analog Trunk Board since it may impact the echo canceller performance If the reading is 6 dB to 14 dB for example 12dB no change is needed If the reading ...

Page 178: ...on the General tab then click the In Call Routing tab in the Trunk Configuration window The trunk location appears in the title bar Figure 89 Trunk Configuration In Call Routing tab Regular Trunk Calls For each trunk or using Apply to to apply the settings to multiple trunks you can set routing for the three time periods defined in the System Configuration window Business Hours tab Setting Busines...

Page 179: ...ocking To set outgoing call blocking for a trunk select the trunk in the General tab then click the Out Call Blocking tab in the Trunk Configuration window Figure 90 Trunk Configuration Out Call Blocking tab If you select Trunk allowed for Outside Calls at Any Time call restrictions set in System Configuration Outcall Routing and Extension Configuration still apply to calls made on the trunk If yo...

Page 180: ...Chapter 12 Trunk Configuration 166 MAXCS ACC 6 7 Administration Manual ...

Page 181: ...next step 2 Match caller ID defined in the Caller ID Routing table If there is a match and today is a holiday route the call according to the Holiday Profile s routing rules today is not a holiday route the call according to business hour routing rules defined in the Caller ID Routing configuration If there is no caller ID match go to the next step 3 Match DNIS number defined in the DNIS Routing t...

Page 182: ...the following requirements The Caller ID Number field allows only 0 9 hyphen and asterisk For example both 5102529712 and 510 252 9712 are acceptable The Caller ID Name is descriptive and optional it can be used to remind you about the nature of the number and routing For example you might give the 2529712 number the name Tech Support To delete an entry select it in the Caller ID number list then ...

Page 183: ...les configured in System Configuration see Setting Business Hours on page 51 During Business Hours Outside Business Hours and Non Working Day are defined and selected by Business Hours profile Language Setting lets you specify that callers who dialed from the selected caller ID will hear prompts in the language you set here This field will have choices only if you added sets of prompts according t...

Page 184: ...e entry but 252 9876 is not The DNIS Name is descriptive and optional it can be used to remind you about the nature of the number and routing For example you might give the 2529876 number the name Tech Support To delete an entry select it in the DNIS number list then click Delete Defining DNIS Routing After adding an entry you define it by first selecting it in the list When you select an entry it...

Page 185: ...ay Profiles configured in the System Configuration window see Routing Calls on Holidays on page 53 Business Hours Profile routes incoming calls based on Business Hours Profiles configured in the System Configuration window see Setting Business Hours on page 51 During Business Hours Outside Business Hours and Non Working Day are defined and selected by the Business Hours profile Language Setting le...

Page 186: ...Chapter 13 In Call Routing Configuration 172 MAXCS ACC 6 7 Administration Manual ...

Page 187: ...ystem Assist system Zoomerang and client application dialing for example MaxCommunicator and MaxAgent For example dialing from MaxCommunicator will carry 11 digits and require the system to remove a digit before making a call to the carrier if it is a 10 digit dialing area Divide trunks with the same characteristics into multiple routes and prioritize them when assigning routes on the Default Rout...

Page 188: ...on the Route Definition tab to solve the problem Repeat steps 4 and 5 until all complicated dialing patterns are entered and configured properly 6 If a dialing pattern will use another system s trunk to hop off you may need to create a VoIP or T1 PRI tie trunk route and configure digit manipulation to indicate which system to hop off to and how to tell another system that this is a hop off dialing...

Page 189: ...ation samples to learn how to use digit manipulation in different situations Insert to Head Insert a string of digits in front of the dialed number Delete from Head Remove a string of digits from the beginning of the dialed number Member Trunks Displays the trunks assigned to the selected route The order in which member trunks are added determines the order in which the trunks are used by the syst...

Page 190: ...ed 5 Click Apply To delete a route Select the route you want to delete and click the Delete button Setting Default Routes You can set default routes for four types of outgoing calls local long distance international and emergency WARNING It is important that you set up default routes right after routes are defined Failing to do so will cause outbound dialing failure Click the Default Routes tab in...

Page 191: ... call the administrator wants the system to dial out from local analog trunks first If local analog trunks are busy the system uses the local T1 trunk Working on Dialing Patterns If your system is using a route access code most likely you have one of the following situations Your area may have multiple 10 digit dialing area codes Your area may have both 10 digit and 1 10 digit dialing in a same ar...

Page 192: ...eed to have the same group of trunks belong to different routes Each route may have a different digit manipulation rule If you are using dialing pattern to restrict outgoing calls you need to be aware of the following system implementations The system first checks to see if the number is blocked for this extension a setting in the Extension Configuration window Restriction tab The system then chec...

Page 193: ...iguration MAXCS ACC 6 7 Administration Manual 179 1 Create a route to include all the T1 channels 2 Apply the route to Default Routes 3 On the Dialing Pattern tab add two dialing patterns 1214 and 1972 each with a pattern length of 11 ...

Page 194: ...dministration Manual 4 Define a route called 10 digit Dialing and add all T1 channels to the route In the Digit Manipulation section check the first box select Delete from Head and delete 1 digit 5 Apply the 10 digit Dialing route to dialing pattern 1214 and 1972 ...

Page 195: ...y the following configuration is recommended 1 On the Number Plan tab in the System Configuration window select a digit for route access 2 On the Route Definition tab of the Out Call Routing Configuration window add a route definition entry for en bloc and assign the member en bloc trunk s 3 On the Dialing Pattern tab of the Out Call Routing Configuration window add dialing pattern definition entr...

Page 196: ...ting Configuration 182 MAXCS ACC 6 7 Administration Manual With this configuration the system will see that all digits have been collected and will send digits to the CO instead of waiting 7 seconds for the dialing to finish ...

Page 197: ... one of the following Click the Extension Configuration button on the toolbar Select PBX Extension Configuration Note To set up an application extension see Application Extension Configuration on page 111 To set up an IP extension see Setting Up IP Extensions on page 213 To set up a mobile extension see Mobile Extension Configuration on page 233 Figure 96 Extension Configuration window There are t...

Page 198: ...list of all extensions to which the change can apply Select the extensions to which you want to apply the change all are selected by default Use the Shift or Ctrl keys to select several extensions The Apply To button is disabled unless a change you made can be applied to other extensions When you use the button to apply changes to multiple extensions it works on only those changed attributes that ...

Page 199: ...y 5 Depending on the type of extension you re creating take one of the following actions If you re setting a virtual number you re done Click OK If you re setting up a physical extension select an available physical location gateway board and channel for the line then click OK The board ID and the channels the ports are displayed and available if they have not yet been assigned to an extension Use...

Page 200: ...s not configured the DID number will be sent if it is a valid 10 digit number If the DID number is not configured or not valid the Area Code and Phone Number entered in the Trunk Configuration window will be sent If the Area Code and Phone Number are not configured in the Trunk Configuration window the System Main Number in the System Configuration window will be sent Note These rules may be overr...

Page 201: ...ps Agent will be displayed in the extension s Type field next to the extension type Account Code These settings determine how callers use any account codes you have established when making outgoing trunk calls For information on creating account code associations see Creating Account Codes on page 58 Enable Forced Account Code Forces the user to enter an account code Override Allowed Prompts the u...

Page 202: ...ble Record on demand to central location Records non workgroup calls on demand which are saved to a centralized location defined in System Recording Configuration see To Enable and Configure Centralized Recording on page 106 this option requires either a shared Concurrent Recording Session license or a Dedicated Recording Seat license to be available Record on demand to extension VM Records non wo...

Page 203: ...extension physical or virtual is set when you create the extension After you create the extension the type is displayed in brackets in the Agent Supervisor Extension list on the left side of the Extension Configuration window You can change a Virtual extension to a Physical one and vice versa If you change the type to physical you can also set the location and configure the line as discussed in th...

Page 204: ...ion Line Properties dialog box You can also access this window by double clicking a span in Channel Mapping List of the Triton Analog Station Board configuration window Figure 97 Triton Analog Station Line Properties dialog box Configure the following hardware extension specific features Parameter Description Caller ID Signal Format Message format with which to send Caller ID information None SDMF...

Page 205: ...equipment attached to this line 28 default or 20 Line Disconnect Signal The loop current break desired for answering supervision Range 600 1000 ms 1000 ms is default Caller ID Transmission Methods Specifies how Caller ID will be detected CID between 1st and 2nd ring Caller ID is received between first and second ring Most common in US Canada DT AS CID prior to ringing Dual Tone Alerting Signal Cal...

Page 206: ...rmation the number will be displayed If Name Line is set to Caller Number it will display the caller number If there is no number information Unknown will be displayed If Name Line is set to DNIS Name it will display DNIS name If there is no name information the DNIS number will be displayed If Name Line is set to DNIS Number it will display the DNIS number If there is no number information Unknow...

Page 207: ...s the extension is a member of and a list of groups the extension is not a member of If the extension is an agent both workgroups and hunt groups are shown If the extension is not an agent only hunt groups are shown Figure 98 Extension Configuration window Group tab Adding or Removing Group Assignments You can assign an extension to a hunt group in the Huntgroup Configuration window and to a workg...

Page 208: ... Delay can create a time delay before the next workgroup call in queue rings the extension after the extension finishes one of the following activities Makes an internal or outbound call Receives a direct inbound call Accesses voice mail It is possible that an agent may execute one of the above activities during the wrap up period after finishing a workgroup call The following rules govern which d...

Page 209: ...tter how many workgroups the user is subsequently assigned to If an agent is unassigned from their outgoing workgroup the outgoing workgroup is automatically set to N A Setting up Station Speed Dialing For each extension you can set up to 20 station speed dial numbers The numbers available are from 00 19 and are entered by the user following the extension speed dial access code 77 To work with Spe...

Page 210: ...xtension whether the mailbox is information only or is full featured how messages are announced and processed and how much capacity is allotted to message storage To work with mailbox settings select the extension number you want to work with from the Agent Supervisor Extension list then click the Mail Management tab Figure 100 Extension Configuration Mail Management tab Setting an Information Onl...

Page 211: ...ng the domain for example jsmith thecompany com If you enable mail forwarding you also specify what you want done with the original messages after they have been forwarded In the drop down list you can choose to Delete Messages after Forward Keep the Messages as New Keep Messages as Saved Setting Message Playback Options You can use the following check boxes to turn on or off options for listening...

Page 212: ...ting notification options on new incoming e mail as well as voice messages To work with notification settings select the extension number from the Agent Supervisor Extension list then click the Notification tab Play the Newest Voice Message First Selected new voicemail will be retrieved first When not selected the system will play voicemail based on first in first out FIFO Parameter Description Ma...

Page 213: ...ser is notified None No notification Selecting this option does not prevent the user from getting message waiting indicators or stutter dial tone when new messages are received Urgent Voice Messages Only All Voice Messages The system will perform notification under the following conditions Extension s message notification is set to Urgent Voice Messages Only Extension s notification Schedule is se...

Page 214: ...d from Extension xxx More than yy calls have been made from the extension s voice mail Please verify with the extension user Or Unusual call activity has been detected from Extension xxx The extension made more than a yyy minute call from the extension s voice mail Please verify with the extension user The security notification will be made only once within a call Setting Parameters for Unusual VM...

Page 215: ...code using the drop down list next to the Phone radio button The Any option means to locate any available trunk Then type in the number with all relevant dialing prefixes other than the trunk code using a maximum of 63 digits Note also the following considerations For the Pager option the system calls the specified pager number and then dials the system main number as set in System Configuration G...

Page 216: ... be able to receive an answer supervision signal from the pager system If the system sends digits before the call is connected some digits will be cut off The following two options can be configured based on answer supervision capability Seconds after Dialing If the pager carrier cannot provide an answer supervision signal check this option and set a delay time Default 5 seconds maximum 30 seconds...

Page 217: ...ing Apply to No Restrictions on Outcalls Internal Calls Only extension to extension Internal Local and Unrestricted Area Codes Allow extension to call internal local and area codes defined in the Unrestricted Area Codes in the Call Restriction tab of the System Configuration window Allow Internal Local Unrestricted and Defined Prefixes In addition to the above privilege allow the extension to call...

Page 218: ...ng regulates making international calls from voice mail and forwarding to an international number You need to check the second and third options to be able to check this configuration Caution Allowing any of these options may increase the potential for toll fraud Make sure the password is properly configured to prevent an intruder from using this voice mail box to make an outbound call AltiGen rec...

Page 219: ...t calls there is a 10 hop limit to call forwarding For example extension 100 forwards to extension 101 101 forwards to 102 102 forwards to 103 and so on through extension 120 A call to extension 100 will be forwarded to 101 which will forward to 102 which will forward to 103 and so on until the call has been forwarded 10 times At this point the call will not be forwarded again if the last extensio...

Page 220: ...ard all calls to 200 123 Extension 101 makes a call to extension 100 The call is forwarded to 200 If 200 is an extension 3 seconds after extension 200 picks up the call extension 200 should hear DTMF tones 123 If 200 is a hunt group or workgroup with agent 201 and 202 when the agent either 201 or 202 picks up the call after 3 seconds the agent should hear DTMF tones 123 Two other examples using Fr...

Page 221: ... indicate that a call is waiting This feature must be enabled in order to conference incoming calls Enable Multiple Call Waiting enables a personal queue of multiple calls waiting This allows the user to transfer or park the current call before picking up the next call in queue Enable Live Call Handling This feature is mainly for the system operator It allows callers to stay in the personal queue ...

Page 222: ...ng One Number Access One Number Access ONA gives the caller an option to find the extension user when the extension is ring no answer Caller still has the option to leave a voice mail if the system is unable to find the extension user Note Options on the tab are disabled unless One Number Access has been enabled as a No Answer option on the Answering tab of the Extension Configuration window Figur...

Page 223: ...an then select and set up to four different time periods using the From and To time drop down lists After choosing any of the enabling options you set the Verify Caller ID and Forwarding choices and these are discussed below Note You can also enable and set up One Number Access remotely through MaxCommunicator Disabling One Number Access You can disable ONA for the extension by selecting the Disab...

Page 224: ...rsonal greeting then enter the password to use ONA Specifying Forwarding Numbers The Forwarding Numbers are used by the system to find the user when ONA is active You can set up to four different numbers When ONA is active the system dials the forwarding number s in the order they are displayed on the One Number Access tab The Forwarding Number order does not correspond to the Schedule order You c...

Page 225: ...strictions and Defaults Monitoring is effective for physical and virtual extensions physical and virtual extensions have monitoring rights and can be monitored If you place a physical or virtual extension in a Monitor List that extension will show in the client application s Monitor window If you add an extension 1001 for example that belongs to Workgroup A to the Monitor List for a member of Work...

Page 226: ...rs 1 Select the extensions in the Monitor List 2 Click Remove Check the Trunk Monitor Enable check box to allow monitoring of the AltiLink Plus trunk events at the selected extension Click the Default button to return the settings to the default the extension can monitor its own calls About Viewing Remote Extension Activity In order for agents in MaxAgent and MaxCommunicator to see the activity fo...

Page 227: ...ocol With SIP implementation the system establishes a signaling channel to an IP phone when the IP phone is in use Figure 107 Concept of signaling and media channels The media channel voice stream is connected between two IP phones under normal operation There are some special situations that require you to configure the IP phone to connect its voice stream to the server Please see Setting an IP E...

Page 228: ...m call control including call setup tear down registration and phone feature access The signaling channel implementation consists of the following elements SIP Virtual Board Establishes a logical board ID relationship with other types of physical boards in the system displayed on Board View window as SIPSP board SIP Signaling Channel Creates SIP signaling channels for IP Extensions access through ...

Page 229: ...hone system to system to carry the digitized voice stream The codec resource on the VoIP board will be allocated dynamically based on connection types If both end devices are IP phones the media channel can be connected from IP phone to IP phone using the IP phone s codec except when the following is true H 323 tie trunk is used SIP trunk is used codecs at two end devices are mismatched extension ...

Page 230: ...the following elements Configure Codec Profile Creating a profile for each codec type jitter buffer packet length DTMF tone delivery and ring back tone treatment SIP Early Media Assign Codec to Device Configuring codec profile to a single IP address or a range of IP addresses Monitor Codec Usage Viewing codec usage status ...

Page 231: ...orts support Refer to MultiTech Gateway Application Note in the AltiGen knowledge base available from the AltiGen dealer web site at https dealer altigen com 3 Configure the rest of the IP Extension panel Connect Voice Stream to Server The IP phone will always connect the media channel to the server when this box is checked This box is checked by the system in the following situations The non work...

Page 232: ...down list This feature is only available for an IP Extension with a dynamic IP address Losing network connection can happen in the following cases The user presses 26 to log out from the IP phone The server loses connectivity to the IP phone The IP Extension s channel is taken over by another extension The user exits from an IP Talk session Once associated with a fallback mobile extension when the...

Page 233: ... range into the IP Codec setting Otherwise the system will use the Default Prefer G 723 1 support G 729 setting for your IP extensions 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 729 setting You can change the Default to Prefer G 729 support G 723 1 if desired To set up the VoIP...

Page 234: ...Chapter 16 Setting Up IP Extensions 220 MAXCS ACC 6 7 Administration Manual ...

Page 235: ... Trunk Access Route Access code Configure the time zone and time format Specify the TFTP server for firmware updates Force the IP phone to reset and download new firmware Set SIP transport settings for SIP security Enable SIP telephony service for a selected third party SIP device Configure programmable keys Allow the IP phone to receive workgroup real time status Allow the phone to auto discover ...

Page 236: ...Reset IP Phone and Boot Download options cannot be applied to multiple extensions Debug and Display Workgroup Status IP 705 and IP 600 phones Parameter Description General Lets you specify the IP address of the MAXCS system the IP phone is connected to Also see The version of firmware associated with the IP phone is automatically displayed in the Version field To protect the configuration on the I...

Page 237: ...ble a user to return an outside call from the Call Log The default trunk access code can be the route access code if it is set in MaxAdmin Debug This is for debugging the IP phone using Telnet You need to enter a Diagnostic password when logging in to MaxAdmin before you enter your Admin password to enable this configuration Parameter Description ...

Page 238: ... SRTP needs to co exist with TLS for the communication to be fully secure If SRTP is checked the voice stream always goes through the server If the IP phone is behind NAT UDP will be used even if TLS and SRTP are checked since TLS cannot penetrate NAT IP Phone Configuration vs Enterprise Manager configuration SIP calls from one Altigen server to another go through a SIP Tie Trunk Configuring TLS f...

Page 239: ...is the NAT router s public IP address as set in the Extension Configuration window Read only Registry Keep Alive Duration Indicates how often a SIP registration message is sent to the server when the IP phone is behind a NAT router You need to enter a Diagnostic password when logging in to MaxAdmin before you enter your Admin password to enable this configuration Default setting is 60 seconds 3rd ...

Page 240: ...MAXCS ACC 6 7 Administration Manual Figure 110 IP Phone Configuration window IP 705 tab and IP 710 tab Note The Copy From button allows you to copy Programmable Key settings from one IP phone extension to another No other settings are carried over ...

Page 241: ... entering F 321 for programmable key 1 will cause a connected call to be tagged with account code 1 F is for Flash 32 is the extension feature code and in this example 1 is the account code Account codes are set up in System Configuration Account Code tab Line Park when selected enter the Line Park line ID in the field below The user can press this programmable key to park a call or to retrieve a ...

Page 242: ...on to making initial IP phone setup easier this feature is also helpful when there is a need to migrate MAXCS to a new IP address The administrator just needs to update the new MAXCS IP address in the DHCP server and then reboot all Altigen IP phones The phones will automatically pick up the new MAXCS IP address WARNING In the event that there are two MAXCS servers in a same network and all IP pho...

Page 243: ...t Predefined Options 3 Click the Add button 4 Enter the following Name AltiGen Server IP Address Data Type String Code 120 Description AltiGen Server IP Address 5 Click OK twice 6 Under the DHCP scope you created is a field labeled Scope Options Right click Scope Options and select Configure Options Click the Add button ...

Page 244: ...cludes an item called Auto Discovery The user can select YES or NO for this menu item The factory default is YES When you Upgrade Firmware When you upgrade from firmware that does not support Auto Discovery Auto Discovery will be disabled by default When you upgrade from firmware that does support Auto Discovery the Auto Discovery setting will carry over When the user erases the IP phone configura...

Page 245: ...y is YES and DHCP option 120 is set the IP phone always gets a new IP address and DHCP option 120 refreshes the value of MAXCS SERVER even if MAXCS SERVER already has a value The screen pauses for 2 seconds while the IP phone gets the MAXCS IP address from DHCP 120 Disabling Auto Discovery To disable auto discovery on individual AltiGen IP phones each phone must have its Menu System Auto Discovery...

Page 246: ...Chapter 17 AltiGen IP Phone Configuration 232 MAXCS ACC 6 7 Administration Manual ...

Page 247: ...rty of the trunk interface is changed to simulate an extension A mobile extension user will gain most of the system routing call control voice mail CTI and call center features through the PSTN telephone network A mobile extension includes the following capabilities Call control transfer hold park call pickup conference Call handling single multiple call waiting and queuing RNA routing account cod...

Page 248: ...ned a Group ID and mobile extensions can be assigned to the appropriate group An analog trunk can be dedicated to one mobile extension user A PRI trunk and SIP trunk can only be shared by all mobile extension users Configuring the MobileExtSP Board Note For a Softswitch with a multi gateway system your Release 6 0 MobileExt configuration files are stored in the gateway in the following directory a...

Page 249: ...figuration MAXCS ACC 6 7 Administration Manual 235 Figure 112 Opening the Mobile Extension Board Configuration dialog box The Mobile Extension Board Configuration dialog box appears 2 Click the Add Remove button to add mobile trunks ...

Page 250: ...xample if you assign SIP trunk channels from 1 3 to Group 001 and mobile extension 237 is assigned to Group 001 then when you make a call to Ext 237 only the SIP Trunk channels from 1 3 can be seized If all three channels are busy the call will fail while other mobile extensions using another mobile trunk group ID may not be impacted Mobile extensions are assigned to a group in the ExtensionAnywhe...

Page 251: ...d for a mobile extension a DNIS access number must be set so that MAXCS can tell if the incoming call is a regular trunk call or a mobile extension off hook request Click the Add button in this panel to add a DNIS access number To remove a number select it and click the Remove button Mobile Extension Ports table displays fields for the channel target phone number caller ID trunk allocation shared ...

Page 252: ...SP board and Logical Channel ID for this extension then click Apply The new location is displayed in the Agent Supervisor Extension list 4 Click the Line Properties button to configure the mobile PSTN number and other options for the mobile extension The ExtensionAnywhere Configuration MobileExtSP dialog box opens Alternatively from the Mobile Extension Board Configuration dialog box you can doubl...

Page 253: ...ed in the MaxMobile Communicator login Note When a MaxMobile Communicator user logs in to the MAXSCS system the assigned extension number extension password and cell phone number are used as identification First MAXCS checks the extension number and extension then it uses the cell phone number to search the mobile channel table If MAXCS finds one channel s Caller ID is the same as the cell phone n...

Page 254: ...all three check boxes in the Phrase panel Press Any Key To Answer Call when a call is answered by this mobile extension user the system will play the following phrase for the mobile extension user To accept this call please press any digit The user must press any key within 3 seconds to connect the call otherwise it will time out and the call will be treated as an agent extension RNA and will be r...

Page 255: ...on s voice mail in MAXCS check the Press any key to answer call check box To send a call to the mobile phone s voice mail the Press any key to answer call check box must be unchecked Mobile Extension Limitations Only PRI mobile trunks can deliver Caller ID information to the mobile extension A mobile extension cannot support Centrex transfer After adjusting the number of mobile extension ports in ...

Page 256: ...Chapter 18 Mobile Extension Configuration 242 MAXCS ACC 6 7 Administration Manual ...

Page 257: ...ability it lacks the following functions Does not generate real time queue and agent status for the hunt group Does not have a real time counter to track hunt group activities for reporting purposes Does not have logout reason code tracking capability Does not have recording capability Does not have service level threshold setting Does hot have queue overflow and quick queue option Limited call di...

Page 258: ...l notification Call Handling call forwarding call waiting and call handling preferences and options Queue Management options for setting default or custom phrases used as queue announcements Apply to Button The Huntgroup Configuration window often allows you to apply changes to a particular hunt group or to select many hunt groups to which to apply the changes The Apply to button is disabled unles...

Page 259: ...b of the System Configuration window A valid password cannot be the same as its hunt group number and must be 4 8 digits numbers or letters A Z in length Basic password patterns such as repeated digits 1111 consecutive digit strings 1234 or digits that match the extension Ext 101 using 1012 9101 10101 etc are not recommended The letters map to numbers on a phone for example as follows DID Number e...

Page 260: ...ithin the Group s VM system This setting regulates making international calls from voice mail and forwarding to an international number Caution Allowing any of these options may increase the potential for toll fraud Make sure the password is properly configured to prevent an intruder from using this voice mail box to make an outbound call AltiGen recommends that you leave the fourth option uncheck...

Page 261: ...tatus for System Restart Whenever the system is restarted the administrator can use the drop down list at the bottom of the Group Member tab to Keep Login Status all group members retain their original login status for that group prior to restart default setting All Login all group members are automatically logged into the assigned group after the system is restarted All Logout all group members a...

Page 262: ...s ext hunt group number that is the letters ext followed by the hunt group number For example the default e mail name for hunt group 500 would be ext500 Retrieve Voice Mail by E mail Client selected this sends voice mail to the user s e mail as an attachment Deselected voice mail is retrieved as voice mail Enable Mail Forwarding selected the hunt group s e mail will be forwarded to the e mail addr...

Page 263: ...ed AltiGen Voice Mail System messages Announce Time Stamp Before Playback Selected the user hears the timestamp time and date of each message before playback Confirm Callback Number Selected system confirms the accuracy of the caller s number Enable Distinctive Call Waiting Tone Selected the user hears three different call waiting tone cadences to distinguish between internal external and operator...

Page 264: ... this option does not prevent the user from getting message waiting indicators or stutter dial tone when new messages are received Urgent Voice Messages Only All Voice Messages Please note that the system will start notification as soon as it enters non business hours under the following conditions Extension is set to notify Urgent Voice Message Only Notification is set to Non Business Hours Voice...

Page 265: ...onform to standard ringback tones To work around this problem append a few commas to the outcall cellular number when entering it Each comma provides a one second pause Setting Notification Timing When notification is configured to an outside phone number the system will announce This is the outcall notification message for after call connection However there are situations when the system may not...

Page 266: ...ification only during non business hours Business hours are set in System Configuration Business Hours tab see Setting Business Hours on page 51 From To notification during a specified time of day Select the hours in the From and To time scroll boxes Any Time notification at all times every day Setting Call Handling Options Call Handling options include handling busy calls forwarding handling no a...

Page 267: ...in the drop down list To AA select the AA to use in the drop down list under the option To a Group select a group from the drop down list To the Operator To an Outside Number this option is available if it is allowed in the Other Call Restrictions option in the Restriction tab as discussed in Setting Other Call Restrictions on page 204 Also see Outcall to Cellular or PCS Phone Numbers on page 251 ...

Page 268: ...ond member configured and so forth Ring Next Available Member a round robin method that attempts to evenly distribute calls among the group members This method sends the call to the next member configured in a hunt group regardless of whether the previous member is busy or not In other words if the previous call was sent to 3 in the group the present call is sent to 4 if 4 is not busy Ring All Ava...

Page 269: ...on or you can set up a custom configuration Figure 121 Huntgroup Configuration Queue Management tab The default audio peripheral setup is discussed in Audio Peripheral Configuration on page 63 Setting a custom configuration in the Queue Management tab involves selecting other available phrases from the drop down lists Depending on how long the caller is in the queue the caller will hear phrases 1 ...

Page 270: ...Chapter 19 Hunt Group Configuration 256 MAXCS ACC 6 7 Administration Manual ...

Page 271: ...11 codec channel The voice stream is multicast to multiple IP phones on the LAN Any extension analog or IP can initiate a paging call by dialing 46 the Paging Group number When paged an IP phone in idle state will automatically turn on the speaker play a beep and then play the page When receiving an incoming call during a paging session the IP phone will automatically stop the paging session and s...

Page 272: ...Group Information field type in the following First Name and Last Name of the paging group each with a maximum of 32 characters Password for the paging group The default is the system password set on the Number Plan tab of the System Configuration window Description for the paging group Adding Members to Paging Groups 1 On the Group Member tab of the Paging Group Configuration window select the de...

Page 273: ...n it will not receive group paging Removing Members from Paging Groups 1 On the Group Member tab of the Paging Group Configuration window click the extension s you want to remove in the Member list 2 Click the Remove button to move them to the Not Member List Important If an IP phone in a different network segment needs to be in a paging group you need to configure intermediate routers to pass thr...

Page 274: ...Chapter 20 Paging Group Configuration 260 MAXCS ACC 6 7 Administration Manual ...

Page 275: ... call coverage Overflow new workgroup calls to a Line Park Group when the queue length or queue time is too long Implementation details System A total of 99 01 to 99 line IDs can be grouped into different Line Park Groups The default System group cannot be removed One Line Park ID can belong to only one group A Line Park Group can be assigned to Trunk In Call Routing Extension Workgroup Busy or RN...

Page 276: ...tting Up a Line Park Group 1 In the Line Park Configuration window click the Add button below the Groups list 2 Enter a name in the Add Line Park dialog box and click OK 3 Select line ID numbers from the Non Member List and click the Add button to add them to the Member List 4 To assign extensions to a group select the group and then click the Configuration button below the Member Extensions panel...

Page 277: ...s Play ring back tone to caller when parked Select this option when you want the caller to hear 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 greeting phrase and on hold music Enable Timeout When you check this box a line park call will time out after the number of seconds set in the value box Use the Tim...

Page 278: ...ked call from ringing again while it is parked Note The IP phone s programmable key will be blinking when a call is parked at a line ID that is configured to the phone If the associated programmable key has Play Tone function turned on and a ring tone is configured at the IP phone in idle state the user will hear a ring tone when a call is parked Allow 51 to pick up when this check box is checked ...

Page 279: ...oup at the same time Per system a maximum of 256 agent seat licenses can be registered Per system including all workgroups a maximum of 1 280 logged in agents are allowed Example 128 agent seats registered in the system 256 agents are configured in 10 workgroups but only 128 can be logged in at the same time Each agent belongs to 10 workgroups The system has reached the 1 280 logged in agents limi...

Page 280: ...nt Desktop Application MaxAgent Real time workgroup queue and agent statistics display Ability to view and check workgroup voice mail Set Login and Logout Set Ready and Not Ready View and pick up calls in queue Calls in queue alert option Daily performance summary View other agents status View caller s IVR data and User Data Tag memo to a call Supervisor s Phone Operation Listen to agent s convers...

Page 281: ...or The agent s phone is off hook for too long causing the phone to enter an error state The priority queuing feature in the ACM edition of MAXCS has the following capabilities Tag priority 1 9 to a call entering system 1 is the highest priority and 9 is the lowest priority Call priority can be set at DNIS Routing Caller ID Routing IVR Advanced Call Router and SDK If no priority is tagged to a call...

Page 282: ...or creating workgroups setting their attributes and assigning group members To open the Workgroup Configuration window select Call Center Workgroup Configuration Figure 126 Workgroup Configuration window General tab Overview of Workgroup Configuration Window These are the tabs in the Workgroup Configuration window General create workgroup pilot numbers group descriptions service level threshold an...

Page 283: ... 3 Check the Global group check box if you want the group to be visible to other gateways Click OK Establishing Basic Workgroup Attributes After you create a workgroup you can set basic attributes on the Workgroup Configuration General tab First Name and Last Name each with a maximum of 32 characters Password the default is the system default password set on the Number Plan tab of the System Confi...

Page 284: ...ice mail Zoomerang feature International calls are not allowed if the fourth option is not checked Allow Outside Caller to Make or Forward International Calls from within the Group s VM system This setting regulates making international calls from voice mail and forwarding to an international number Caution Allowing any of these options may increase the potential for toll fraud Make sure the passw...

Page 285: ...kgroup call recording options for a workgroup WARNING Listening in to or recording a conversation without the consent of one or both parties may be a violation of local state and federal privacy laws It is the responsibility of the users of this feature to assure they are in compliance with all applicable laws Auto record to central location records all workgroup inbound and outbound calls which a...

Page 286: ...calls will be recorded To change Record N out of 10 calls for an agent click the cell you want to change and make a selection from the drop down list Click Apply When finished click OK Centralized Recording You can also enable or disable centralized recording from the Agent Management Recording window shown above Click the cell you want to change and make a selection from the drop down list Click ...

Page 287: ...Member tab click the extension number s in the Not Member list Use Shift click and Ctrl click to select several extensions 3 Click the Add button between the columns to move them to the Member list Note If the workgroup pilot extension is configured to Ring All Available Members the maximum number of members is 20 See Setting Call Handling Options on page 278 for details To remove extension s from...

Page 288: ...t The Mail Management settings define how voice messages are handled for a workgroup including how messages are announced and processed and how much capacity is allotted to message storage To work with mail management settings click the Mail Management tab and select the workgroup number you want to work with from the Group List Figure 129 Workgroup Configuration Mail Management tab Note You can u...

Page 289: ...ons for listening to playback of recorded messages These options apply to both new messages and saved messages and they can be applied to multiple workgroups using Apply to Setting Mailbox Capacities You can set various mailbox capacities with the following options and you can apply the settings to multiple workgroups using Apply to Parameter Description Announce Message Sender Before Playback Sel...

Page 290: ... voice mail in MaxAgent MaxAgent s WG VM tab select the group and check Enable agents to access voice mailbox of workgroup Setting Message Notification Options To set notification options on new incoming e mail and voice messages click the Notification tab in the Workgroup Configuration window and select the workgroup number from the Group List Figure 130 Workgroup Configuration Notification tab I...

Page 291: ...n to use the Extension option select the Extension radio button then type the extension number into the text box Phone Pager for the Phone and Pager options first specify the trunk or route access code using the drop down list next to the Phone radio button The Any option means to locate any available trunk Then type in the number with all relevant dialing prefixes other than the trunk code using ...

Page 292: ...ituations when the system may not be able to receive an answer supervision signal from the pager system If the system sends digits before the call is connected some digits will be cut off The following two options can be configured based on answer supervision capability Seconds after Dialing If the pager carrier cannot provide an answer supervision signal check this option and set a delay time Def...

Page 293: ...aller will stay in the workgroup queue waiting for any agent to become available If there is no agent logged in at this moment the system will use Group Logout Handling to handle this call Group Voice Mail AA forward caller to an auto attendant Extension forward caller to an extension Group forward caller to another group Line Park forward caller to a Line Park group Forwarding All Calls When you ...

Page 294: ...nts are rung If all agents are busy caller will stay in the workgroup queue Extension take the call out of the workgroup and forward it to an extension Group take the call out of workgroup and forward it to another group Group Voice Mail transfer the caller to the workgroup voice mail when the first available agent does not answer the call Member Voice Mail transfer the caller to the first availab...

Page 295: ...lls in other workgroups which are not set to Ring All If members are using IP extensions the system will not use the IP codec channel during ringing all IP phones Only one codec will be used when a member of a workgroup answers the call Ring Longest Idle Member The agent who has the longest idle time defined as follows The agent needs to be in login state Idle time is calculated from the end of th...

Page 296: ...queue position and expected queue time when an incoming call enters a workgroup queue To enable this option check Enable Announcement then check Queue Position and or Expected Queue Time Queue Position When checked the system will tell the caller which position the caller is at in queue Expected Queue Time when checked the system will tell the caller how long the wait is expected to be When calcul...

Page 297: ...ned target Expected queue time longer than when the longest queue time is greater than the specified number of minutes new incoming calls will be overflowed to the defined target 2 Check the Enable Forward to check box and from the drop down list select the forwarding destination list to use if the queue length wait time or service level settings are exceeded If this option is not checked calls wi...

Page 298: ...r application Agent Logout Reason Codes In a workgroup environment logout reason codes allow agents to specify why they are signing off from the workgroup and the manager can view that information If logout reasons are required the system requests a reason at logout from the phone set and from the Agent application The Agent Logout Reason Configuration window lets you require a logout reason and i...

Page 299: ...en MAXCS plays the phrase the agent selected Figure 134 MaxCall Configuration screen ID Campaign IDs are assigned sequentially by the MAXCS system Campaign Name The name you give to a calling campaign Transmitted CID The caller ID to transmit to the callee when an agent makes a call and uses MaxCall to play a phrase to the callee s phone Adding a Transmitted CID 1 Click the Add button The Campaign...

Page 300: ...on Manual Editing a Transmitted CID 1 Select a campaign and click the Edit button The Campaign and Transmitted Caller ID dialog box opens 2 Make your changes and click OK To delete a Transmitted CID Select the campaign and click the Delete button The entry is deleted ...

Page 301: ...s a built in MeetMe conference 12 port resource in the embedded DSP No additional hardware is required MeetMe Conference Features Multiple meetings can be held at the same time as long as the reserved resources do not exceed 30 For the MAX1000 system the reserved resources cannot exceed 12 and up to two meetings can be held at the same time If Gateway Expansion HMCP are used all the MeetMe resourc...

Page 302: ...ator can change the invitation template You may want to give someone else the privileges to do these things In the MeetMe Conference Admin Number field you can select the extension of a person to whom you want to give Admin privileges for MeetMe Conference That person will see all scheduled meetings in their client application can manage the meetings and can modify the invitation template 4 Click ...

Page 303: ... the meeting You can select one meeting at a time Functions can also be performed on an existing meeting by right clicking the meeting and selecting from the context menu Click a column head to sort by that column An arrow is displayed that indicates the sort order ascending or descending Click again to reverse the sort order Use the scroll bar at the bottom of the window to display additional col...

Page 304: ...ate the number of expected participants Host Select the extension number of the host of this meeting The host can start and stop the meeting and can mute and drop meeting members Frequency Select the frequency of this meeting from the drop down list A weekly or monthly meeting can actually be specified as every 2nd week month or every 3rd week month and so on Middle panel Options in the middle pan...

Page 305: ...ons in the middle panel 1 Specify the duration of the meeting using the Up Down arrows 2 If the meeting is to begin as soon as it is scheduled select Now If the meeting is to begin at another time select On Date and enter a date and start time To select a date click the Calendar button To select a start time click the Down arrow and use the slide bar Weekly Meeting If you select Weekly from the Fr...

Page 306: ...the Duration field specify the duration of the meeting using the Up Down arrows 3 In the Start field specify the start of the meeting by clicking the Down arrow and using the slide bar 4 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 t...

Page 307: ...illed in with Conference Call Invitation Choose the people to whom you want to send the invitation make any edits you may want to make and click Send Modifying the E mail Template You can edit the e mail template used by MeetMe Conference to be suitable for your situation The same template is used for all meeting invitations To modify it click the Update Email Template button The following variabl...

Page 308: ...n is over select the meeting and choose Stop Manually stopping a meeting frees up resources Otherwise the resources will not be freed until the scheduled meeting duration is over Continuing a Meeting Beyond Its Duration Time When the scheduled meeting time is up the meeting may continue if no other scheduled meeting needs the resources If another meeting is scheduled and the resources are needed f...

Page 309: ...gments an Ethernet based network into different logical networks that provide different services such as data service and voice service It also defines broadcast domains to reduce network traffic load It provides a managed network environment to run voice and data together smoothly The IEEE 802 1Q header includes IEEE 802 1p a standard method for assigning priority to packets traversing a network ...

Page 310: ... is in canonical format It is always set to zero for Ethernet switches VLAN Identifier VID a 12 bit field specifying the VLAN to which the frame belongs A value of 0 means that the frame doesn t belong to any VLAN in this case the 802 1Q tag specifies only a priority and is referred to as a priority tag A value of hex FFF is reserved for implementation use All other values may be used as VLAN iden...

Page 311: ...2 1p as seen in the following figure Once the 802 1p property is enabled the operating system should notify the NetFilter driver whether the NIC supports the 802 1p feature For 802 1p eight different classes of service are available expressed through the 3 bit user priority field in an IEEE 802 1Q header added to the frame In MAXCS 802 1p tagging is implemented in the NetFilter driver in the serve...

Page 312: ... Jitter Buffer should be adjusted according to the bandwidth allocated to data traffic For example a long Ethernet packet approximately 1500 bytes traversing through a WAN which is allocated with 256 kbps of data traffic bandwidth will take about 50 milliseconds The Jitter Buffer value should be set to this WAN link transmission delay plus the typical network jitter delay To configure the Jitter B...

Page 313: ...nt with long access lists and or slow routers Network Using NAT If you plan to connect to your AltiServ system via the Internet and your router or Internet access provider is using Network Address Translation NAT please note that most NAT implementations DO NOT support H 323 You are probably using NAT if both of the following conditions apply Your AltiContact Center server s IP address matches any...

Page 314: ...rectly handle the H 323 SIP traffic and translate the private IP address into a public IP address Not all NAT routers have this kind of implementation If the NAT router does not support H 323 SIP you need to check Enable SIP NAT support and Enable H323 NAT support in Enterprise Manager IP Networks tab The following sections illustrate a private network configuration and a VPN configuration For inf...

Page 315: ... public IP address of Router 2 should be configured as the IP address of this IP extension in MAXCS If it is changed dynamically then assign a dynamic IP address configuration for that extension Router 1 Router 1 is a NAT router You need to set up the H323 SIP port forwarding for this NAT router from 169 254 56 169 to the private IP address of MAXCS 192 168 1 2 For the Remote IP Phone Using NAT IP...

Page 316: ...private IP address 192 168 1 2 Both Router 1 and Router 2 are VPN capable and compatible with each other It is recommended that the routers come from same vendor A VPN tunnel exists between these two routers The local IP phones IP Phone 1 and IP Phone 2 directly connect to the corporate network with private IP address 192 168 1 100 and 192 168 1 101 And the three remote IP phones IP Phone 3 IP Pho...

Page 317: ...uter 1 and Router 2 are routers supporting VPN When configuring these VPN routers the following information is needed Also please refer to the Router s User Guide for more detailed information Router 1 s Setting 1 Linksys is for reference only AltiGen has not certified this product or any other router at this time Local Secure Group specifies the local network which can access the VPN tunnel at th...

Page 318: ...an access the corporate network through VPN Subnet IP 192 168 2 0 Branch Office Network Subnet Mask 255 255 255 0 Remote Secure Group specifies the corporate network which can be accessed by stations in this local private network through the VPN tunnel Subnet IP 192 168 1 0 Corporate Network Subnet Mask 255 255 255 0 Remote Security Gateway specifies the public IP address of the corporate VPN enab...

Page 319: ...t types of VoIP connections as defined in the IP dialing table and IP codec assignment table VoIP Bandwidth Use define the maximum VoIP sessions using different codecs on a public Internet or a private intranet data pipe NAT Support configure VoIP NAT traversal when the server is behind NAT using a private IP address IP Dialing Table define IP dialing digits and codec for VoIP dialing to other Alt...

Page 320: ...IP Header The IP UDP RTP header adds 40 octets per packet With a packet length of 20ms the IP headers will require 16kbps of bandwidth in addition to whatever codec is being used Transmission Medium In order to travel through the IP network the IP packet is wrapped in another layer by the physical transmission medium The transmission medium such as Ethernet will add its own header checksums and sp...

Page 321: ...ng Enterprise Manager Please check the Internet Protocol TCP IP Properties of your server NIC interface and assign a fixed IP address to this server User name Password Login Domain Via Server DomainAdmin Logging in as DomainAdmin gives you rights to change the entire Enterprise Manager configuration Default 22222 You can change the password in Enterprise Manager Note This password is not the same ...

Page 322: ...P Trunk Access Code configured If one or more member systems are not configured properly this message pops up Multisite routing may fail if Route Access Code and IP TrunkAccess Code are not configured Upon successful login Enterprise Manager opens The Enterprise Manager screen Change Password Display Servers Configure Codec Profiles Configure Users Departments Configure Global Least Cost Routing ...

Page 323: ...r patterns and specify source and target sites Tabs Displayed with the Servers Button Information tab displays information about the selected site and lets you configure a PSTN number for global extension rerouting as a failover when the TCP IP network is down You may also assign an alternate server to which to redirect global AltiGen IP phones when their primary server is down IP Networks tab def...

Page 324: ...erent IP addresses and protocols a different preferred codec can be used Each codec profile can have its own codec G 711 G 723 G 729 packet length and jitter buffer The codec profile can be assigned to connectivity with a remote server IP phone or other VoIP device By default the following IP address ranges private IP addresses will use G 711 codec 192 168 0 0 to 192 168 255 255 172 16 0 0 to 172 ...

Page 325: ... a window where you can set or modify codec profiles click the Codec button in the Enterprise Manager toolbar Figure 137 Codec profile setting window in Enterprise Manager Named codec profiles are listed on the left To create a new profile click the Add button Name the new profile and click OK ...

Page 326: ...is enabled and silence is detected during a call MAXCS stops sending packets to the other side This decreases the bandwidth requirement however the voice quality may be degraded slightly These are system wide settings G 711 G 723 G 729 Jitter Buffer Range ms Indicates the delay in milliseconds used to buffer G 711 G 723 G 729 voice packets received from the IP network Voice packets sent over the I...

Page 327: ...able on page 223 Extension level configuration takes precedence over a codec profile that is assigned in Enterprise Manager See the next section UDP User Datagram Protocol is a communications protocol that offers a limited amount of service when messages are exchanged between computers in a network that uses the Internet Protocol IP TCP Transmission Control Protocol is a set of rules protocol used...

Page 328: ...odec profile with a different SIP transport assigned in Enterprise Manager If the IP extension supports TLS and the codec profile does not then the IP extension policy holds That way you can configure a range of IP addresses in the IP dialing table or IP codec and have only a few IP addresses extensions support TLS If the IP extension has not configured TLS as its transport and the codec profile s...

Page 329: ...he drop down list Defining IP Networks If your server is behind NAT or you need to regulate WAN VoIP sessions you need to do some configuring on the IP Networks tab in Enterprise Manager The tab allows you to specify the following three items for a single server or for member servers in the VoIP domain How many VoIP sessions to allow through Public Pipe How many VoIP sessions to allow through Intr...

Page 330: ...is replacing the system s private IP address with a public address when sending VoIP packets to outside devices If you have an intranet linking multiple locations you must enter the IP address range and define the Pipe as Intranet If the AltiGen system and this intranet are behind the same NAT router you need to check the Private Network check box If you have VPN service over public WAN you must e...

Page 331: ...ck the Remove button Configuring a Public or Intranet Pipe If you want to regulate how many VoIP sessions can be connected to the server through a Public or Intranet Pipe 1 In the Public Pipe panel check the Enable box 2 Enter the maximum WAN bandwidth you want to allocate to VoIP connections The system will calculate the maximum sessions for each type of codec automatically 3 You can change the G...

Page 332: ...nts you need to configure AltiServ and the NAT router to make AltiServ work properly behind NAT Port forwarding configuration on the firewall NAT router is required If you re not sure how to configure your firewall NAT router please consult your firewall NAT router manual or vendor AltiGen Technical Support will not be able to help with this Important If your firewall NAT router supports SIP you n...

Page 333: ...er you complete the NAT configurations the system will translate the sending party s IP address with the defined public IP address instead of the system s private IP address When the remote IP device sends VoIP packets to the defined public address all packets will be routed to the system s provided IP address by the NAT router Defining the IP Dialing Table The IP Dialing Table is used for creatin...

Page 334: ...P Dialing Table tab in Enterprise Manager The left side of the window displays the VoIP domain name the server ID length and the name ID and statuses of the global servers in this VoIP domain To add an entry to the IP Dialing Table click the Add button below the table The following dialog box opens ...

Page 335: ...ults in faster response time but it only works if the other end is also an AltiServ system Enbloc allows the system to buffer all of the digits required to complete a call Protocol SIP Select if destination supports SIP protocol H323 Select if destination supports H 323 protocol SIP TCP Select if adding an entry to the table to support Microsoft Exchange integration Codec Select which codec profil...

Page 336: ...eal time to the other members in the VoIP domain Note A multi site installation requires an AltiGen Enterprise license Creating a Multi site VoIP Domain To create a multi site VoIP domain and designate a system as the domain Master 1 Select VoIP Multi Site Domain Configuration The name of the server appears in the Location Name field and the name of your AltiGen product appears in the Switch Type ...

Page 337: ...other member servers 6 Click OK and wait for 5 to 60 seconds depending on the size and configuration of the system The display in the Enterprise Location Manager window changes to show the name of the VoIP domain and this server as Master Declaring Additional Servers for the VoIP Domain Additional servers are added to the VoIP domain in Enterprise Manager but first you must declare these servers a...

Page 338: ... these steps for each server you want to make available to the VoIP domain To actually add a server to the VoIP domain using Enterprise Manager see Adding a Server to a VoIP Domain on page 325 Working with Servers in the VoIP Domain In the Global Server Location panel in Enterprise Manager you can add a server to the VoIP domain by using the Add button in the panel remove a selected server from th...

Page 339: ...to 2 the original IDs 112 and 311 will become 12 and 11 It is advisable to keep the original length If you are not sure about future expansion using a 3 digit length is advised Adding a Server to a VoIP Domain Important Before you add a server to the domain you need to make sure that the System ID specified in MaxAdmin System Configuration tab is not the same as another member server s System ID E...

Page 340: ...r for some other reason disconnects and never returns by itself into the domain you will have to manually rejoin it to the VoIP domain 1 Rebuild the slave if necessary 2 In the VoIP Multi Site Domain Configuration window make sure the slave s Server Role is Stand alone and that the domain name is correct 3 The System ID of this slave should be the same as it was before it became disconnected from ...

Page 341: ...o the alternate server This applies to a workgroup as well Switchover must be enabled for the individual IP phones groups in Enterprise Manager User button Resolve tab But before you can do this you must set an alternate server Note Because of its role in the domain the domain master cannot use this feature Note This feature does not apply to extensions using IPTalk Note Make sure the alternate se...

Page 342: ...AltiGen IP phones the primary server sends the IP address of the primary and alternate servers to the IP phone The IP phone may run on the public or local network and the primary server or alternate server may run behind NAT So to support a server behind NAT the primary server sends the NAT IP address or local private address according to the IP phone s IP address If the IP phone s IP address is i...

Page 343: ...hanges to Active Note Unlike normal relocation redirect can be executed only on the destination site Managing VoIP Domain Users Click the User button in the toolbar to Display all extensions from all VoIP domain member systems extension number name type home server and scope The scope of an extension is discussed in the following section Resolve conflicting extensions and groups to global user or ...

Page 344: ... unavailable 3 Enter a PSTN number in the PSTN Number for Re routed Incoming Calls field if different from the main number of the MAXCS site If nothing is entered in this field the main number of the MAXCS site is used If you enter a number use the E 164 format When failover is needed MAXCS dials the destination site number with the proper call prefix and area code or country code On the call dest...

Page 345: ...tension whose Type is Remote in the Extension Scope window you can only see the extension information You cannot configure any tabs because it is created in another system Conflict Conflict happens when one of the following situations has occurred The same extension number exists as a Global extension in one member system and as a Local extension in other systems The same extension number was crea...

Page 346: ...stems A and B as Global prior to the creation of the VoIP domain This conflict also requires resolution to determine which system will host the Global extension Changing an Extension s Scope from Local to Global If you need to resolve a conflict by making a Local extension into a Global extension follow these steps 1 Select the extension in the User panel and click the Resolve tab 2 Select the ser...

Page 347: ... 1 One Global and no conflict Before you make the change extension 100 s scope is as follows After you change extension 100 to Local the scope of 100 will be Note After you make the change users in Systems B and C cannot dial and ring extension 100 Only System A users can call local extension 100 Situation 2 One or more Global with conflict Before you make the change the scope of extensions 403 an...

Page 348: ...ollowing configurations are replicated from site A to site B First Name Last Name Password Extension Number DID Number Dial by Name Disable Mailbox option in Extension Configuration Mail Management tab Site A marks extension 1001 as removed and adds it to a Relocated Extension List REL The configuration of extension 1001 is still remembered in site A even though it appears to be removed Site B cre...

Page 349: ...on 1001 is relocated from site A to site B and the administrator creates a local extension 1001 in site A the extension 1001 will be removed from the REL Later if the administrator removes the local extension 1001 and relocates global extension 1001 back to site A this extension cannot be restored to its original settings When an extension is relocated to site B for the first time the administrato...

Page 350: ...ver returns to service the administrator can switch the phones back to their primary server by clicking the Switch Back to Home Server button in the Servers Information tab For more complete information see Setting an Alternate Server for AltiGen IP Phones on page 327 Note When you redirect AltiGen IP phones voice mail is not moved Otherwise the extension configuration changes of the redirect feat...

Page 351: ... IP phone Menu System AW Server but cannot configure it When redirect is enabled Primary Server and Alternate Server are added to the phone s System menu They are read only Configuring Departments in a Multi site Domain In a VoIP domain departments can be defined and added to extensions An extension in one AltiServ system can be assigned to only one department However the same extension number in ...

Page 352: ...ou want the call to be dialed though the system in the U K to its PSTN network Global LCR has higher priority than local outcall routing The system will check the Global LCR entries first before the call is handled by the local system s outcall routing rules Before you configure Global LCR you need to evaluate the following conditions How many concurrent calls will be routed through the target sys...

Page 353: ...ect the entry you want to change and click the Edit button Make your changes and click OK Parameter Description Enable Check this check box to enable the configuration E 164 Number Pattern E 164 is the ITU standard format for international telephone numbers Enter a country code and area code For example the number pattern for a site in Fremont Calif would be 1510 the country code 1 followed by the...

Page 354: ...ade 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 MaxAdmin select VoIP Multi Site Domain Configuration and click the Replicate from Domain button This brings the server up to date with the Master If the server is still not seeing all the information it should this would be rare click VoIP Refresh Enterprise Configuration...

Page 355: ... server goes down the standby server takes over control The change is transparent to direct connected calls See How Calls Are Affected When Switchover Occurs on page 343 The primary and secondary servers must be located in the same LAN and they must share the same public IP addresses so that external services and applications can connect no matter which server is handling the traffic The minimum c...

Page 356: ... service Logger Service recording service and IP phones and CT applications should try to contact the shared IP address through network Switch 1 This network is bridged by the KAB to either the primary or secondary server Switch 1 and Switch 2 are linked to one another directly Cases When Switchover Occurs In the following cases MAXCS will switch control of the system from the active Softswitch to...

Page 357: ...T1 E1 PRI to SIP Ext Tie Trunk SIP Ext Tie Trunk to SIP Ext Tie Trunk Mobile Ext to Analog Ext Trk Mobile Ext to T1 E1 PRI Mobile Ext to SIP Ext Tie Trunk The connected trunk and extension channel shows in use in the standby Softswitch until it is disconnected CDR is dropped for all calls including connected calls Recording stops After switching channels and extensions that were connected still ha...

Page 358: ... session ID does not duplicate the primary s When a Softswitch becomes the active server it connects with the External CDR Logger The External CDR Logger drops the original connection when it accepts this new one The Softswitch has a local buffer where it keeps CDR records when the External Logger connection is unavailable When the connection with the External CDR Logger is established these buffe...

Page 359: ...license 2 Configure primary system boards and reboot if necessary 3 Set configurations to the primary system such as extensions trunks VoIP dialing tables and so on 4 Select System Redundancy to open the Redundancy dialog box Figure 141 Redundancy dialog box a Select Primary as the system role b Check the Enable Redundancy check box c Enter IP addresses for the primary and secondary servers and th...

Page 360: ...ke from several minutes to an hour depending on the amount of extensions and their voice mail files 6 Later when replication is complete check the option Automatically assume control when active system is not available To find out when the replication is complete or a system is updated see Checking the Status on page 346 Note This option is only available for the standby system Once redundancy swi...

Page 361: ...hows the connection between the active system and the voice mail server It can be Available or Unavailable Fields at the bottom show the IP address es shared by the two systems and the current connected server s IP address If you open the window from the primary server s MaxAdmin the address shown is the primary server s IP address and if you open it from the secondary server it is the secondary s...

Page 362: ...dress and subnet for the NIC When configuring the second NIC on the Softswitch use the same subnet 4 For the sharing NIC set the Default gateway For the redundancy control NIC leave the Default gateway field empty 5 Click the Advanced button and make sure Automatic Metric is checked 6 Click OK ...

Page 363: ...hared NIC to be the first one in the Connections panel Click OK Configuring the VM Server for NAT Support If the Softswitch and the Voice Mail server are running behind NAT and MaxAgent or MaxCommunicator need to traverse NAT to connect to the Softswitch and VM server you must configure VM server NAT support in Enterprise Manager On the Servers page click the IP Networks tab ...

Page 364: ... Addresses Support 3 Click the Advanced button 4 Double click the VM Server IP address to configure the address Monitor Status Configure Addresses for Enterprise and VM Servers You can monitor the status and configure the addresses of the Enterprise server and the Voice Mail server To do so in MaxAdministrator select System Softswitch Component Management Applications Server tab ...

Page 365: ...nged you need to configure the new address on the VM server so that the VM server can connect to the correct softswitch Do this using the Voice Message Server Utility Run AltiServ exe VMMonitor exe to launch the utility shown in the following figure Click the Configure button beside the Current Server Address field to change the address Enterprise Server If the address of the Softswitch is changed...

Page 366: ... to the inactive one This button is enabled only when all redundancy related services of both systems are running and the inactive server has finished replicating the active server s files Things to Check Connection Before the secondary system takes control it will check the time stamp of the last connection with the primary server If it does not find a time stamp or finds one that s more than 30 ...

Page 367: ...f the board configuration for the default gateway GW ID is 0 is changed or a SIP Trunk license is changed you must reboot both primary and secondary systems to make the changes take effect The correct order for rebooting is 1 Shut down the standby system 2 Shut down the active system 3 Start the active system 4 Start the standby system Alternatively if it s necessary to shut down both systems you ...

Page 368: ...e invoked on the local system only Remote connection is not supported The IP phone will have a new workgroup login time every time the system switches over The computer name of the Softswitch is not supported for external servers and applications to connect with it DNS name by dynamic registration is also not supported If clients connect with active system either primary or secondary through redun...

Page 369: ...ge take effect The correct order for reboot is 1 shut down inactive system 2 shut down active system 3 start active system 4 start the inactive system HMCP installed with Softswitch is not supported if VLAN is used This is because to run HMCP VLAN needs one additional NIC but redundancy supports only two NICs If the active system needs to be shut down for maintainance control must be manually swit...

Page 370: ...Chapter 26 Redundancy Configuration 356 MAXCS ACC 6 7 Administration Manual ...

Page 371: ... report both available from the Report menu System Summary Report The System Summary report provides summary information on extensions trunks and workgroups configured in the system To open the System Summary report window select Report System Summary or click the Summary button on the toolbar Figure 147 System Summary window The system summary report displays ...

Page 372: ...tive Traffic Statistics To view a report of all cumulative IP traffic click Reports IP Traffic Statistics The IP Cumulative Traffic Statistics window displays IP trunk traffic information for all calls Figure 148 IP Cumulative Traffic Statistics window This window displays the following data Parameter Description Internet Address The IP address of the VoIP system or device Packets Sent Number of v...

Page 373: ...ly Using an SNMPv3 agent MAXCS sends SNMP traps to the management console when alarming conditions are detected Note The SNMP traps are sent by the Altigen services SPServ Softswitch up Softswitch down traps AltiKeep warm start trap and AltiServ all other traps so those services need to be started or the traps will not be sent SNMP Management Console To use SNMP you need an SNMP management console...

Page 374: ...eds This trap is sent when MAXCS detects that the lowest virtual memory usage exceeds a specified percentage of physical memory configuration within a 10 minute duration Default value is 80 The next trap will be sent after the condition is cleared then occurs again The minimum duration between any two consecutive traps is 30 minutes Average CPU utilization exceeds This trap is sent when MAXCS dete...

Page 375: ...espond to the keep alive packets after its initialization is completed Softswitch down specific trap When AltiServ exe stops responding to the keep alive packets sent by the SNMP Agent Gateway Media Server connection up specific trap When a gateway or HMCP Media Server connection state transitioning from down to up is detected Gateway Media Server connection down specific trap When a gateway or HM...

Page 376: ...after the condition is cleared then occurs again The minimum duration between any two consecutive traps is 30 minutes Excessive CPU utilization on Softswitch specific trap When MAXCS detects its average CPU utilization exceeds a specified percentage in any 10 minute duration The next trap will be sent after the condition is cleared then occurs again The minimum duration between any two consecutive...

Page 377: ...he Exchange server check the Enable Synchronization check box If you don t check this voice mail is not synchronized between the two message stores Native VM Integration with Exchange In this mode the AltiGen voice mailboxes are replaced by Exchange mailboxes Each user in MAXCS needs to have a mailbox in the Exchange server and each mailbox must be Unified Messaging UM enabled or the user will not...

Page 378: ...talled and started with the user account Domainname AltiGen_ AltiServSystemName This service account must have a mailbox in the Exchange Server that is different from the previous version Exchange Server Services must be started Successful ping from Exchange Server to MAXCS and vice versa When You Install MAXCS You may be installing MAXCS now or you may have already installed it To integrate with ...

Page 379: ... change utility C AltiServ Exe AltiPwdChange exe to change all AltiGen service accounts to run as this new user account Note In the future if you need to debug you must log in to the MAXCS server with this user account Figure 150 Add the user created by the MAXCS install program or created by you in step 4 to the Domain Admin group in Active Directory Users and Computers Exchange Integration Confi...

Page 380: ...a mailbox for the service account that was created during installation or created by you in step 4 above see Figure 152 Figure 152 Creating a mailbox for the service account created during installation 3 In MaxAdmin choose System Voice Mail Configuration then select the Exchange Integration mode you want to use and enter the name not the IP address of Exchange server see Figure 153 ...

Page 381: ...astName In the example in Figure 154 the display name is Michael Wang so you should make sure the user s display name on the Exchange Server is Michael Wang or synchronization will fail Figure 154 First name and last name in MAXCS must match the display name in Exchange Server or synchronization will fail Also to synchronize MAXCS voice mail with Exchange voice mail in Bridged Access mode you must...

Page 382: ...rking for that user This is all you need to do if you selected the Synchronize with Exchange option in the Voice Mail Configuration Screen If necessary see Testing for Synchronization on page 380 and Troubleshooting Tips on page 380 Additional Steps for Bridged Access and Native VM Integration In addition to the steps given thus far in this chapter follow these additional steps for Bridged Access ...

Page 383: ...ee Figure 157 Figure 157 A Default UM Mailbox Policy is created when you create a new dial plan 3 After creating a dial plan open its Properties dialog box select the Settings tab and change Audio Codec to G 711 see Figure 158 Click OK Figure 158 Changing Audio Codec to G711 4 Add your MAXCS server as a UM Gateway Go to Organization Configuration Unified Messaging UM IP Gateways New UM IP Gateway ...

Page 384: ...me of the gateway b Enter the IP address of your MAXCS server c Browse for and select the dial plan you just created d Click New 5 If your system has multiple gateways repeat step 4 to add all of your gateways as UM IP Gateways 6 Associate your dial plan to the Exchange Server UM To do this in the Exchange Management Console go to Server Configuration Unified Messaging select the server and click ...

Page 385: ... to the list of associated dial plans 7 Click the UM Settings tab click Add and add your dial plan to the list of associated dial plans This completes all system wide settings in Exchange Server Configuring UM Settings for Each User With all system wide settings in Exchange Server complete configure the UM settings for each user ...

Page 386: ...ct Enable Unified Messaging from the Actions pane Figure 161 Here Leslie Xia is an individual IP phone user with a mailbox in VMDOMAIN 2 Click Browse and select the policy that is associated with the dialing plan you just created then click OK Figure 162 The policy associated with the dialing plan we just created is LeslieXiaSS Default Policy ...

Page 387: ...teps 1 5 for each user you want to enable Configuring for Out Calling from UM This section shows how to enable extensions integrated with Exchange in Native or Bridged mode to Call a personal contact or a contact from the database Return a call from Exchange voice mail Note Unlike with AltiGen s Zoomerang feature a user calling out from voice mail cannot go back to the Exchange voice mailbox after...

Page 388: ...For the U S it is 1 Incoming Configuration In country region number format Use this field to specify how a user s telephone number should be dialed by the UM Server in a different dial plan but having the same country code This is used by an auto attendant and when an Outlook Voice Access subscriber searches and tries to call the user in the directory This entry consists of a number prefix and n n...

Page 389: ... UM enabled users Each dialing rule entry that is defined on the dial rule group determines the types of calls that users within a specific dial rule group can make Figure 165 Adding Dial Rule entries in the Dialing Rule Groups tab For a Dialing Rule Entry see Figure 165 the following are required Name Select a name of an existing dialing rule or if you want to create a dialing rule type the name ...

Page 390: ...ard x characters in the dial string are substituted with the digits from the original number that were matched by the number mask on the dialing rule An example valid dialed number is 9xxxxxxx This field can contain only numbers and the character x Comment Use this text box to input a comment or description for the dialing rule that you are adding Figure 166 Creating a dialing rule For example if ...

Page 391: ...ary bb629580 aspx That will put you in the general location of what you need Much of this information came from that Microsoft site Configuring in MaxAdmin Complete the configuration in MaxAdmin 1 Go to System System Configuration Number Plan tab In the First Digit Assignment panel assign one of the digits for example digit 8 to IP Trunk Access 2 Go to the Trunk Configuration screen and assign the...

Page 392: ...ew codec profile b In the Codec field select G 711 Mu Law c In the DTMF Delivery field select RFC2833 d In the SIP Early Media field select Enable e In the SIP Transport field select TCP 5 Associate this new codec profile to the IP address of Exchange Server and only Exchange Server a Click the Servers button then click the IP Codec tab b Add a new IP Device Range for the Exchange Server ...

Page 393: ...hat this IP address does not fall into any other device range Check the IP Codec tab and the IP Dialing Table tab If it does reset that range into two ranges one that ends just before the Exchange Server s IP address and one that starts just after the Exchange Server s IP address 9 In MaxAdmin go to PBX Voice Mail Configuration In the Exchange Integration panel select Bridged Access to Exchange or...

Page 394: ...e mail as a wav attachment To check Message State Change Notification 1 Log in to extension 100 s voice mail from a phone The message you left in the preceding step should be there as a new message 2 Save the message by pressing 3 Within approximately a minute the message in Outlook will become a saved message as well it will no longer appear in bold To Listen to VM in Outlook Open the message in ...

Page 395: ...erver the mailbox needs to be locked If the extension has a lot of messages it could take some time but shouldn t take as long as 2 3 minutes In normal cases it should take just 10 20 seconds You may adjust a registry key to change the synchronization interval HKEY_LOCAL_MACHINE SOFTWARE AltiGen Communications Inc AltiWare ExchIntg Polling Interval The value is in ms 60000 60 seconds You may chang...

Page 396: ...ils you have on the AltiGen server the initial mailbox synchronization may take a long time For example if you have 10GB of voice mails on the AltiGen server and are enabling Exchange integration for all the mailboxes it may take up to 24 hours to initialize the Exchange integration service On the other hand if you have less than 100MB of voice mails on the AltiGen server the initialization will t...

Page 397: ...s TAPI implementation has two components TAPI Proxy Server installed on the MAXCS server system TAPI Service Provider installed on the client systems Install TAPI Proxy Server and TAPI Service Provider after physically configuring your MAXCS system The TAPI Service Provider will automatically load the MAXCS configuration If you change the MAXCS configuration after installing TAPI by physically add...

Page 398: ...stall AltiGen TAPI Service Provider on the client system 1 On your MAXCS CD ROM open the TAPI Gateway folder 2 Open the Tapi_Client subfolder and run SETUP EXE 3 When prompted enter the Server IP address the client s Extension Number and the client s Password Set Up Phone and Modem Options 1 Go to Start Settings Control Panel Phone and Modem Options 2 If Phone and Modem Options have never been con...

Page 399: ...ce provider 5 Choose AltiGen TM Communications Service Provider and click Configure The AltiGen TAPI Device Detect dialog box opens 6 In the AltiGen TAPI Device Detect dialog box click the Configuration button to verify that the client extension is available 7 If you have any type of error Windows will let you know what the possible causes could be There could be a mistake in the Altigen server IP...

Page 400: ...e future by right clicking the service choosing Properties and selecting Automatic as the Startup Type Also verify that the TAPI PROXY service is started on the AltiGen server If the two services are started then remove AltiGen TM Communications Service Provider from the Phone and Modem Options dialog box see Figure 171 and then add it back Repeat the verification of the AltiGen server IP extensio...

Page 401: ...a number to call in the Number to Dial box and click Place Call The client extension should ring When you pick up the phone the system will dial the number you entered and connect you if the extension is configured to dial an outside number If this does not work make sure your previous configurations are correct Note Reboot the client system after any configuration changes to make sure the changes...

Page 402: ...Call dialog box opens 3 In the New Call dialog box click Dialing Options to configure the Dialer to use an extension The Dialing Options dialog box opens 4 In the Connect Using Line section of the dialog box select the client extension and click OK This enables the client to call out through Outlook using the client s extension 5 To verify that the call connects click Start Call in the New Call wi...

Page 403: ...hone and Modem Options dialog box click the Advanced tab 3 Choose AltiGen TM Communications Service Provider and click Configure 4 In the AltiGen TAPI Device Detect dialog box click Configure 5 In the AltiGen TAPI Configuration dialog box click Extension 6 Enter the extension number and password of an entry you want to remove and click Remove or enter the extension number and password of a new ent...

Page 404: ...Chapter 29 TAPI Integration 390 MAXCS ACC 6 7 Administration Manual ...

Page 405: ... Restore Utility MaxAdmin and Extension Security Checker Start and Stop All AltiGen Services Trace Collector Voice File Converter Read Config In addition on the Services Utilities menu in MaxAdmin Work Hunt Group Converter utility Export and Import extensions utilities If you installed AltiGen s Custom Phrase Manager it is available off the Start All Programs menu You can use this tool only if you...

Page 406: ...ms MAX Communication Server ACC ACM Gateway Tools CT Bus Test Tool 3 Click Start to begin the test 4 At the end of the test the utility provides pass or fail results Backup and Restore Utility Note The configuration backup option is turned on by default To back up or restore data select either From MaxAdmin Services Utilities System Data Management or From the Windows Start menu All Programs MAX C...

Page 407: ...ys a folder icon Click the folder icon to open a browse dialog box that lets you select the folder to back up to When you click OK in the dialog box the selected drive or directory is displayed in the field below the Backup To drop down list 4 Click OK to start the backup This closes the dialog box In the System Data Management window the progress and status of the file backup is displayed Schedul...

Page 408: ...e 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 that you can click to open a dialog box that allows you to select the directory you want to restore from Select a day of the week or manually choose the restore directory The specified directory appears in the text box below the drop down list Note ...

Page 409: ...ing Disconnect All you can disconnect all MaxAdmins from the local MAXCS system Launch the MaxAdmin Extension Security Checker from Start All Programs MAX Communication Server ACC ACM Utilities MAXCS Admin Extension Security Checker Figure 176 MaxAdmin Extension Security Checker Checking Extension Security Generally an extension is considered secure if its password meets the following conditions C...

Page 410: ...sion List to a text file Note You are advised to run this security check periodically and remind extension users to use secure passwords Start Stop All AltiGen Services You can start or stop all AltiGen services from the Windows Start menu All Programs MAX Communication Server ACC ACM Utilities Start Stop All AltiGen Services Status Description Secure Pwd Internal Only Has secure password and cann...

Page 411: ... to AltiGen Technical Support right from the Trace Collector dialog box Technicians can run the Trace Collector tool from the Windows Start menu and also from MaxAdmin s Diagnostic menu Log in with the super technician password jazzy and then the current password when logging into MaxAdmin This enables the diagnostic menu options Note Trace Collector is not available from a MaxAdmin installed in a...

Page 412: ...e extension number involved the time when the problem happened how to reproduce the problem and so on Time Range The tool collects the trace between the time ranges The time range covers before and after the defined Date and Time The default Date and Time is one hour before the current date and time and the default variation is 60 minutes This setting is not applicable when 66 is performed Trace C...

Page 413: ...t log Extracts the system and application event log from the Windows system Start Collecting Click this button to begin the trace collection according to the time range and trace categories you chose All collected files will be zipped to a single file which will be listed in the Collected Trace Packages list box The progress bar will display the progress of the whole process Storage Folder The col...

Page 414: ...nning Trace Collector can only collect the trace of this machine The traces in memory such as AltiConnect Trace Dump and Service Provide Log Dump and Stand alone Gateway Trace will not be collected If the default gateway is not running the traces for Triton DSP Trace Dump will not be collected If AltiServ is running and an attached remote gateway is not running or a remote gateway is detached the ...

Page 415: ...ing AltiServ If the files are music files they should be placed in the C PostOffice Phrases Music directory A file that you want to use for music on hold must be named MusicOnWaiting To save the AltiGen system MusicOnWaiting file rename it before replacing it 3 Check the files you want to convert 4 In the Format panel select a format 5 Click Convert If a file format is incorrect an error message p...

Page 416: ... the status window is complete you can click the View button to view the HTML files showing your configuration Columns across the top of the opening page let you view statistics on different components of your configuration Work Hunt Group Converter The MAXCS Work Hunt Group Converter allows you to convert workgroups to hunt groups or hunt groups to workgroups To launch the Work Hunt Group Convert...

Page 417: ...nt Group when a workgroup is converted to a hunt group its members are not changed but the following parameters are cleared including voice recording setting queue time threshold queue overflow settings queue announcement agent announcement 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 Al...

Page 418: ...dialog box click the Explore button to select a csv file to import and click OK All the extension records in the csv file are added to the Import Extensions list 4 Check the records you want to import Click the Select All and Clear All buttons to select or clear all the check boxes 5 Click Import A progress bar lets you see the progress of the import When the import is finished a message lets you ...

Page 419: ... When the import is finished a report file opens showing detailed information for every extension you attempted to import If some fields are invalid the system replaces them with a default value except for the extension number field The name of the text file is the same as the csv file except that the file extension is txt Importing Extensions from the Active Directory 1 First back up your system ...

Page 420: ... use the Clear All button to clear all checkmarks 7 Click the Import button A progress bar tells you the progress of importing 8 If an extension already exists in the destination list a dialog box pops up 9 Respond to the question in the dialog box If you decide to overwrite the extension other fields not in the Active Directory are kept After finishing importing a dialog box pops up to tell you h...

Page 421: ...nsions were exported Editing a csv File If you edit a csv file All fields must be separted by a and all the records must be divided by pressing the Enter key The first line must be a pre defined field name such as First Name If the field name doesn t match a pre defined field name the field is skipped during an import operation The sequence of the columns doesn t matter AltiGen Custom Phrase Manag...

Page 422: ...ou want to save the password for this application check the Always Save Password check box Note The server address and the extension number will be written to the windows registry If you choose Always Save Password the password will be encrypted and also saved in the registry The tool will automatically reload the server address manager extension number and the password from the registry when it s...

Page 423: ...ect an extension through which to record or listen to a phrase The table shows all custom phrases under the selected directory including Phrase name Date and time the phrase was created or last modified Phrase length A column for a description of the phrase Data can be sorted in ascending or descending order by clicking a column heading Buttons let you play create and edit phrases Creating a New P...

Page 424: ... a phrase 1 Select the extension you will be using to listen to the phrase 2 Click the Play button The extension will ring 3 Answer the ring and a voice announces the phrase before playing it The following dialog box pops up 4 When you are finished listening hang up the phone and click the OK button in the AltiGen Custom Phrase Manager Editing a Phrase Name or Description To edit the name of a phr...

Page 425: ...you re sure you want to delete the phrase click Yes The phrase is deleted from the directory and from the table in AltiGen Custom Phrase Manager To Re record a Phrase To re record a phrase 1 Select the extension you will be using to re record the phrase 2 Select the phrase and click the Re record button A dialog box opens 3 Click the Re Record button 4 When finished recording press on the phone an...

Page 426: ...Chapter 30 Tools and Applications 412 MAXCS ACC 6 7 Administration Manual ...

Page 427: ...figuration window b In the Board Configuration window click the Board Configuration button 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 trunk channel properties and channel group properties will be reset to default values It is important to make sure the trunk channel properties are configured properly C...

Page 428: ...f all configurations are correct the status should be shown as OK as in Figure 178 3 Click the Protocol button in the Channel Group Configuration dialog box to open the Protocol Configuration window Figure 179 Data Link Layer 4 Select E1 CAS as the Span Type and select the Switch Mode according to your country in the E1 R2 Setting field and click OK 5 In the Trunk Configuration window click the Tr...

Page 429: ...16 If the subscribed line is intended for other purposes contact your CO for the proper value Add extra digits before caller ID consult your CO to find out if any extra digits are needed Incoming sequences select check box and configure the sequence according to Table 1 on page 416 In call signaling configure the in call signaling value according to Table 1 on page 416 The circled fields in Figure...

Page 430: ...digit DID set to 1113 6 For 5 digit DID set to 11113 6 For 6 digit DID set to 111113 6 For 7 digit DID set to 1111113 6 For 8 digit DID set to 11111113 6 Assume caller ID provided Incoming sequence same as above shown DID DNIS Caller ID In call signaling depend on how many DID digits For 3 digit DID set to 115 K 36 For 4 digit DID set to 1115 K 36 For 5 digit DID set to 11115 K 36 For 6 digit DID ...

Page 431: ...or 6 digit DID set to 111116 K 31 For 7 digit DID set to 1111116 K 31 For 8 digit DID set to 11111116 K 31 Colombia MFC R2 Set calling part category 2 Assume no caller ID provided Incoming sequence DID DNIS In call signaling depend on how many DID digits For 3 digit DID set to 113 6 For 4 digit DID set to 1113 6 For 5 digit DID set to 11113 6 For 6 digit DID set to 111113 6 For 7 digit DID set to ...

Page 432: ... to 111115 K 36 For 7 digit DID set to 1111115 K 36 For 8 digit DID set to 11111115 K 36 Ecuador MFC LME Set calling part category 2 The switch doesn t support caller ID transmission Incoming sequence DID DNIS In call signaling depend on how many DID digits For 3 digit DID set to 113 1 For 4 digit DID set to 1113 1 For 5 digit DID set to 11113 1 For 6 digit DID set to 111113 1 For 7 digit DID set ...

Page 433: ...31 For 6 digit DID set to 111116 K 31 For 7 digit DID set to 1111116 K 31 For 8 digit DID set to 11111116 K 31 Panamá Nacional MFC R2 Set calling part category 1 Assume no caller ID provided Incoming sequence DID DNIS In call signaling depend on how many DID digits For 3 digit DID set to 113 6 For 4 digit DID set to 1113 6 For 5 digit DID set to 11113 6 For 6 digit DID set to 111113 6 For 7 digit ...

Page 434: ...5 K 36 For 6 digit DID set to 111115 K 36 For 7 digit DID set to 1111115 K 36 For 8 digit DID set to 11111115 K 36 China MFC R2 Set calling part category 3 Assume no caller ID provided Incoming sequence DID DNIS In call signaling depend on how many DID digits For 3 digit DID set to 113 1 For 4 digit DID set to 1113 1 For 5 digit DID set to 11113 1 For 6 digit DID set to 111113 1 For 7 digit DID se...

Page 435: ... For 6 digit DID set to 111115 K 36 For 7 digit DID set to 1111115 K 36 For 8 digit DID set to 11111115 K 36 Ecuador MFC R2 Set calling part category 1 Assume no caller ID provided Incoming sequence DID DNIS In call signaling depend on how many DID digits For 3 digit DID set to 113 6 For 4 digit DID set to 1113 6 For 5 digit DID set to 11113 6 For 6 digit DID set to 111113 6 For 7 digit DID set to...

Page 436: ...git DID set to 11113 6 For 6 digit DID set to 111113 6 For 7 digit DID set to 1111113 6 For 8 digit DID set to 11111113 6 Mexico Teléfonos de Mexico Set calling part category 2 Assume no caller ID provided Incoming sequence DID DNIS In call signaling depend on how many DID digits For 3 digit DID set to 113 1 For 4 digit DID set to 1113 1 For 5 digit DID set to 11113 1 For 6 digit DID set to 111113...

Page 437: ...or 6 digit DID set to 111115 K 36 For 7 digit DID set to 1111115 K 36 For 8 digit DID set to 11111115 K 36 Venezuela Nacional MFC R2 Set calling part category 1 Assume no caller ID provided Incoming sequence DID DNIS In call signaling depend on how many DID digits For 3 digit DID set to 113 6 For 4 digit DID set to 1113 6 For 5 digit DID set to 11113 6 For 6 digit DID set to 111113 6 For 7 digit D...

Page 438: ... the Board Configuration window b In the Board Configuration window click the Board Configuration button 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 important to make sure the channel group properties are configured properly Follow the steps...

Page 439: ...he status should be shown as OK as in Figure 181 3 Click the Protocol button in the Channel Group Configuration dialog box to open the Protocol Configuration window 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 182 Data Link layer What you should select in the B Channel Maintenance Message drop down...

Page 440: ...e Germany ETSI Restart Greece ETSI Restart Italy ETSI Restart Japan NTT INS1500 Restart Korea ETSI None Macedonia ETSI Restart Mexico ETSI Restart Netherlands ETSI Restart Nordic ETSI Restart Poland ETSI Restart Russia ETSI Restart Saudi Arabia ETSI Restart Singapore ETSI Restart South Africa ETSI Restart Spain ETSI Restart Taiwan Bellcore ETSI None Thailand ETSI Restart UK ETSI for DASS II DPNSS ...

Page 441: ...formation provided below identifies the recommended and supported parameters for T1 service When ordering T1 service provide the following service request information Equipment Information PBX Manufacturer AltiGen Communications Inc CSU DSU ADTRAN T1 ACE recommended or other CSU DSU Technical Information for T1 with Voice Signaling Protocol E M Wink Start recommended E M Immediate Start Ground Sta...

Page 442: ... Descend DNIS Digits Signal 3 DTMF can be 3 to 10 digits Caller ID Signal DTMF if available Not every service provider provides Caller ID over T1 lines CSU DSU Requirements The CSU channel service unit is a device used to connect a digital trunk line coming in from the phone company to the PBX A CSU can terminate signals repeat signals and respond to loopback commands sent from the central office ...

Page 443: ...FAS or back up D channel is not supported Hunting Most Idle Least Idle Ascend Descend DNIS Digits can be 3 to 10 digits CSU DSU Requirements The CSU channel service unit is a device used to connect a digital trunk line coming in from the phone company to the PBX A CSU can terminate signals repeat signals and respond to loopback commands sent from the central office Service Parameters Request Infor...

Page 444: ... 48C Wire 4 wires E1 Channel Assignment Data Channels Assignment 1st channel channel ID 0 Channels Assignment 17th channel channel ID 16 Hunting Most Idle Least Idle Ascend Descend DNIS Digits can be 3 to 10 digits CSU DSU Requirements The CSU channel service unit is a device used to connect a digital trunk line coming in from the phone company to the PBX A CSU can terminate signals repeat signals...

Page 445: ... Softswitch is running on a Windows 2008 system BasePort 49664 This is because Windows 2008 has some system services use ports in the 49152 range For a single chassis system X BasePort Y BasePort Total IP codec channels x 2 For a multi chassis system you need to enter multiple ranges For external VoIP connection through a firewall TCP UDP Remote AltiGen IP phone IPTalk to phone service 10032 10064...

Page 446: ...tions through a firewall TCP UDP AltiConsole 10025 MaxCommunicator MaxAgent IPTalk VM service for MaxCommunicator MaxAgent 10025 10026 10028 MaxCommunicator MaxAgent MeetMe Conference 10040 MaxSupervisor 10025 10027 10028 10029 10050 MaxMobile Communicator 10080 10081 Client Applications Auto Update 10050 CDR Search 10025 Remote MAXCS Administrator 10068 VRManager VRManager may not work behind NAT...

Page 447: ...nd NAT For remote IP phones behind NAT you don t need to do any configuration However if the remote firewall NAT router blocks outgoing traffic then you will need to open the following ports on the remote firewall NAT router UDP 10060 UDP 30 000 31 000 TCP 10064 ...

Page 448: ...434 MAXCS ACC 6 7 Administration Manual ...

Page 449: ...ler altigen com Open a case on this site and a Technical Support representative will respond within one business day Call 888 ALTIGEN option 5 or 408 597 9000 option 5 and follow the prompts Your call will be answered by one of AltiGen s Technical Support Representatives or routed to the Technical Support Message Center if no one is available to answer your call Technical support hours are 5 00 a ...

Page 450: ...tiGen corporate office with the help of dealers installers and customers AltiTraining s comprehensive curriculum is based on the same format AltiGen uses to train their engineers and dealers Experienced telecommunications professionals teach AltiTraining classes and they bring a wealth of real life experience to every course AltiTraining classes consistently are rated as one of the most valuable a...

Page 451: ...bleshooting covering common problems scenarios and basic troubleshooting techniques New product developments and future upgrades How can I register or where can I get more information Visit the AltiTraining web site at www AltiTraining com to register for a class or to get more information You may contact AltiTraining LLC with additional questions E mail info AltiTraining com Phone 877 ALTI TRAIN ...

Page 452: ...438 MAXCS ACC 6 7 Administration Manual ...

Page 453: ...a transport protocol for real time applications used to transport packetized voice packets over the IP network Make sure UDP port numbers 49152 n 512 49152 n 512 p 2 where n is the gateway ID and p is the number of IP resource channels are not assigned to other applications Note You can find this range displayed in the Current Resource Statistics window in the Local Ports column 4 Check Network Co...

Page 454: ...g Enabled When the called party is a workgroup pilot number or has Multiple Call Waiting enabled the caller is placed on hold and hears ringback or music IP Resource Does Not Appear in Current Resource Statistics When an IP resource doesn t appear in the Current Resource Statistics window there are two possible causes 1 Device Driver is Not Running Check the device driver Make sure it s installed ...

Page 455: ...lecting digits 90 configuring 85 editing 87 making assignments 91 menu items configuring 88 prompts phrase management 91 recording custom phrases 92 auto record personal extension calls 188 auto discovery of server IP address configuring 228 disabling 231 two servers in network 231 average jitter 39 B B8ZS Binary 8 Zero Substitution 124 back up system data 392 backing up files 393 Backup Restore U...

Page 456: ...7 numbering plan 46 system speed dialing 55 Triton Analog Station Board 118 Triton T1 PRI Board 120 voice mail 77 Configuration Reader tool 401 configure firewall 299 network for VoIP 295 WAN router 299 configuring distribution lists 82 confirm callback number 197 249 275 connection difficulty 439 Country 44 cross talk test tool 392 CSU installation 132 CT Bus clock master and T1 E1 Clocking 124 C...

Page 457: ...h 47 mail forwarding 197 mail management 196 MeetMe Conference 288 message notification 199 250 monitor list 211 monitoring 211 outgoing call restrictions 203 physical extension 184 relocating in domain 334 relocating in domain using 27 335 security checker 394 send notification 202 251 278 setting phone display options 192 setting SMTP POP3 197 setting Triton analog line proper ties 190 speed dia...

Page 458: ...ng 338 least cost routing configuring 338 licenses table 23 licenses client assigning 39 limitations Alti Mobile Extension 241 line loss acceptable range 162 line park 206 227 configuration 261 live call handling 207 local network defining 316 location format 36 log entries 37 log file security alert 201 logging outbound workgroup calls 194 login 31 login failed Enterprise Manager 307 logout 31 M ...

Page 459: ...78 dialing patterns 177 example configuration 178 overview 173 route definitions 174 out of sync 340 outgoing call blocking 165 outgoing calls blocking all 58 overhead paging 65 overlap dialing 147 321 P packet length 312 packets lost 38 packets sent 38 pager notification 250 277 paging 65 trunk configuration 146 paging group configuration 257 password changing 31 extension 185 PBX menu 32 persona...

Page 460: ...urity detecting hackers 200 send notification 202 278 server down redirect IP phones 336 server ID changing length 325 server IP address 321 server IP address auto discovery 228 service parameters 427 subscribing to 427 service level calculations options button 270 service level threshold 270 service level workgroup 38 services AltiGen stop start 396 SMTP POP3 81 Services menu 32 setting 10 digit ...

Page 461: ... Rx level 161 trunk configuration 143 Trunk Monitor Enable option 212 trunk properties H323 tie setting 149 SIP trunk setting 150 SIPtie setting 149 Trunk View window 36 144 trunks paging 146 setting attributes 146 Triton Analog trunk GS LS prop erties setting 156 Triton T1 E1 trunk properties setting 154 unavailable 143 using Apply To button 145 trunks tie enabling hop off 58 U UDP ports 431 Alti...

Page 462: ...recording options 271 service level 38 setup 269 single call handling 281 workgroup configuration 265 workgroup queue agent pick up call 194 workgroup status display 227 Workgroup view window 37 wrapup 37 wrap up time setting 194 Z zero code suppression 124 Bell 124 GTE 124 Jam Bit 8 124 ...

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