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 MAXCS ACM 6.5 Administration Manual ix

Private Network Configuration Example. . . . . . . . . . . . . . . . . . . . . . . . . . 332
VPN Network Configuration Example . . . . . . . . . . . . . . . . . . . . . . . . . . . . 334

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Enterprise VoIP Network Management   . . . . . . . . . . . . . . . . . . . .337

Understanding VoIP Bandwidth Requirements   . . . . . . . . . . . . . . . . . . . . . . 338
Opening Enterprise Manager   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 339
Overview of Enterprise Manager  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 341

Changing the Enterprise Manager Password. . . . . . . . . . . . . . . . . . . . . . . 342

Setting VoIP Codec Profiles   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 342
Assigning Codec Profiles to IP Addresses  . . . . . . . . . . . . . . . . . . . . . . . . . . 346
Defining IP Networks  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 348

Defining Your Network  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 349
Configuring a Public or Intranet Pipe . . . . . . . . . . . . . . . . . . . . . . . . . . . . 350
Configuring MAXCS Behind NAT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 351

Defining the IP Dialing Table   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 352
The Multi-site VoIP Domain   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 355

Creating a Multi-site VoIP Domain  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 355
Declaring Additional Servers for the VoIP Domain. . . . . . . . . . . . . . . . . . . 357

Working with Servers in the Domain  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 358

Adding a Server to a VoIP Domain . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 359
Rejoining a Server to the VoIP Domain . . . . . . . . . . . . . . . . . . . . . . . . . . 360
Setting an Alternate Server for AltiGen IP Phones. . . . . . . . . . . . . . . . . . . 361

Managing Domain Users   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 363

PSTN Failover When the TCP/IP Network is Down . . . . . . . . . . . . . . . . . . . 364
The Scope of an Extension in the VoIP Domain  . . . . . . . . . . . . . . . . . . . . 364
Changing an Extension’s Scope from Local to Global . . . . . . . . . . . . . . . . . 366
Changing an Extension’s Scope from Global to Local . . . . . . . . . . . . . . . . . 367
Relocating a Global Extension  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 368
Redirecting AltiGen IP Phones When a Server Is Down  . . . . . . . . . . . . . . . 370

Configuring Departments in a Multi-site VoIP Domain  . . . . . . . . . . . . . . . . . 372
Configuring Global Least Cost Routing  . . . . . . . . . . . . . . . . . . . . . . . . . . . . 373
When Information May Be Out of Sync   . . . . . . . . . . . . . . . . . . . . . . . . . . . 375

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Redundancy Configuration  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .377

Cases When Switchover Occurs   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 378
How Calls Are Affected When Switchover Occurs . . . . . . . . . . . . . . . . . . . . . 379
Requirements for Other System Components  . . . . . . . . . . . . . . . . . . . . . . . 379

Firmware Requirement  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 380
Software Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 380

Initial Device Setup  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 380
Configuration Procedures  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 381

At the Primary Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 381
At the Secondary Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 381

Checking the Status   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 382
Configuring the NICs  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 383
Configuring the VM Server for NAT Support  . . . . . . . . . . . . . . . . . . . . . . . . 385

Summary of Contents for ACM 6.5

Page 1: ...MAX Communication Server Administration Manual ACM 6 5 Update1 4 2010 4413 0001 6 5 Update1 ...

Page 2: ... documentation is subject to change without notice This documentation may be used only in accordance with the terms of the AltiGen Communications Inc License Agreement MAX Communication Server MaxAdministrator MaxCommunicator MaxAgent MaxSupervisor MaxOutlook MaxInSight MaxCall Enterprise Manager AltiServ AltiLink AltiConsole VRPlayer Zoomerang IPTalk Alti Mobile Extension InTouch Dialer AltiRepor...

Page 3: ...es 21 CHAPTER 2 System Requirements and Installation 23 Minimum System Requirements 23 Supported Operating Systems and Their Requirements 23 CPU Memory and HDD Requirements 25 MAXCS Licenses 25 Preparation for Installation 27 Installing MAX Communication Server 27 Multi Gateway Softswitch System Installation 28 Redundant System Installation 29 Installing MaxAdmin on a Network Client 30 Uninstallin...

Page 4: ... Enabling Hop Off for Tie Trunks 61 Setting 10 Digit Dialing Area Codes 61 Creating Account Codes 62 Adding and Deleting Account Codes 62 Setting up Call Reports 62 Internal Database Configuration Internal Log Service 63 External Remote Logging of Call Data 64 Exporting Through a Local Port 64 Country Relevant Settings 65 Setting Toll Call Prefixes 65 Setting Emergency Numbers 66 Dialing Plan Rule...

Page 5: ... Pre Recorded Prompts 98 Recording Custom Phrases from the AltiGen Phone 99 Using Professionally Recorded Phrases 99 CHAPTER 8 Multilingual Configuration 101 Configuration Overview 101 Creating Language Phrase Packages 102 Storing Language Phrase Packages 102 Configuring for a Multilingual System 103 Enabling Multilingual Support in the Auto Attendant 104 Configuring the Extension 105 Extension Us...

Page 6: ...Rx Level 141 If You Don t Have the Milli Watt Test Number 141 Incoming Call Routing 145 Regular Trunk Calls 145 Web IP Calls 145 Outgoing Call Blocking 146 CHAPTER 12 Board Configuration 147 Using the Triton Resource Board 149 Using the Triton MeetMe Conference Board 150 Configuring the Triton Analog Station Board 150 Configuring the Triton Analog Trunk LS GS and LS Boards 150 Configuring the Trit...

Page 7: ...e 199 Call Recording Options 200 Physical Location and Type 201 Setting the Line Properties 202 IP Extension Configuration 204 Phone Display Options 204 Configuring Group Options for an Extension 205 Setting up Station Speed Dialing 207 Setting the Mailbox Options 208 Setting an Information Only Mailbox 209 Disabling a Mailbox 209 Assign Exchange Integration License 209 SMTP POP3 Setting 210 Mail ...

Page 8: ... Configuring Programmable Keys and Workgroup Status 239 Configuring Auto Discovery of Server IP Address 241 Setting Up DHCP Option 120 241 On the AltiGen IP Phone 244 Possible scenarios 244 Disabling Auto Discovery 245 When You Have Two AltiGen Servers in the Same Network 245 CHAPTER 18 Mobile Extension Configuration 247 MobileExtSP Board Overview 248 Configuring the MobileExtSP Board 248 Configur...

Page 9: ...Park Configuration 275 CHAPTER 22 Workgroup Configuration 279 Workgroup Functionalities 279 Creating and Configuring Workgroups 282 Overview of Workgroup Configuration Window 282 Setting Up Workgroups 283 Establishing Basic Workgroup Attributes 283 Setting Call Restrictions 284 Service Level Threshold 285 Establishing Workgroup Membership 287 Log In Out a Group Member 289 Setting Login Status for ...

Page 10: ...cation Extension Queue Control 312 Agent Logout Reason Codes 312 MaxCall Configuration 313 CHAPTER 23 Managing and Using MeetMe Conference 317 Setting the MeetMe Conference Extension 318 MeetMe Conference Window 318 Working in the MeetMe Conference Window 319 Creating a Meeting 320 E mailing a Meeting Invitation 323 Modifying the E mail Template 324 Starting and Stopping a Meeting 324 Continuing a...

Page 11: ... a Server to the VoIP Domain 360 Setting an Alternate Server for AltiGen IP Phones 361 Managing Domain Users 363 PSTN Failover When the TCP IP Network is Down 364 The Scope of an Extension in the VoIP Domain 364 Changing an Extension s Scope from Local to Global 366 Changing an Extension s Scope from Global to Local 367 Relocating a Global Extension 368 Redirecting AltiGen IP Phones When a Server ...

Page 12: ... Sent 397 CHAPTER 28 Microsoft Exchange Integration 399 Requirements 399 When You Install MAXCS 400 Exchange Integration Configuration Steps 403 Additional Steps for Bridged Access and Native VM Integration 406 Configuring UM Settings for Each User 409 Configuring for Out Calling from UM 411 Configuring in MaxAdmin 415 When You Create a New Mailbox User 418 Testing for Synchronization 418 Troubles...

Page 13: ...e Active Directory 443 Exporting the Extensions in a MAXCS System 445 AltiGen Custom Phrase Manager 446 Creating a New Phrase 447 Playing a Phrase 448 Editing a Phrase Name or Description 448 To Delete a Phrase 449 To Re record a Phrase 449 APPENDIX A E1 R2 and E1 ISDN PRI Installations 451 E1 R2 CAS Installation 451 E1 ISDN PRI Installation 463 APPENDIX B Required Service Parameters 467 Service P...

Page 14: ...xii MAXCS ACM 6 5 Administration Manual APPENDIX E Troubleshooting 479 Troubleshooting VoIP Common Symptoms and Solutions 479 INDEX 481 ...

Page 15: ... Communication Server ACM 6 5 system Another manual the MAXCS Extension User Guide covers the MAXCS 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 Advanced Call Router AltiGen IP Phone User Manu...

Page 16: ...2 MAXCS ACM 6 5 Administration Manual ...

Page 17: ... 6 5 The following enhancements have been made to MAX Communication Server Release 6 5 For enhancements made in Release 6 5 Update1 see New in Release 6 5 Update1 on page 5 SNMP Management Feature MAXCS issues alerts via SNMP that fall into the following categories Server status Server memory CPU or hard disk exceeds defined limits MAXCS Software Status Switching service is initialized stopped or ...

Page 18: ...ook 2007 to play the voice mail stored in Exchange In addition the AltiGen voicemail greeting is disabled when in Native mode PBX Enhancements Station conference enhancements The station conference bridge is released when the number of conference participants is reduced to two The call can then be transferred or parked The conference bridge is freed for other users MeetMe conference enhancements S...

Page 19: ...in MaxCommunicator and MaxAgent clients The extension user can park a call from the client application and allow other users to pick up the call from either an AltiGen IP phone or a client application MaxMobile Communicator MaxMobile for the G1 Phone AltiGen s new MaxMobile Communicator application installed on a G1 phone based on Google s Android platform makes the phone a fully capable office ph...

Page 20: ...nt and MaxOutlook enhanced with ability to Dial Using Smart Tags Phone numbers that appear in Internet Explorer and Microsoft Office programs can be dialed through the active MaxAgent MaxCommunicator MaxOutlook by either clicking an icon in Internet Explorer or choosing Dial by MaxClient from a Smart Tag in Microsoft Office programs Requires configuration on the MaxAgent MaxCommunicator MaxOutlook...

Page 21: ...ne at a time AltiConsole change The Location column for an extension is added back in MaxMobile Communicator extended iPhone AltiGen s MaxMobile Communicator MaxMobile application installed on an iPhone makes the phone a fully capable office phone extension and serves as a desktop call control client allowing the user to access configure and perform most of the company s PBX functions directly fro...

Page 22: ...rwarding sends all calls to another extension to a workgroup hunt group or to an external telephone number This allows users to redirect their calls to another location such as home or a branch office Call Forwarding can be set up either at the source extension or at the destination extension on the system Remote Call Forwarding There is 10 hop limit on forwarded calls Call Park and Pick Up Statio...

Page 23: ...nouncement the extension user s directory name will be announced to the caller before the call rings to a phone Distinctive Call Waiting Tone allows three different call waiting tone cadences to distinguish between internal external and operator calls Distinctive Ringing allows three different ringing cadences to distinguish between internal external and operator calls Do Not Disturb blocks all ca...

Page 24: ...nected PSTN phone such as a home phone or cell phone to be used to simulate a PBX office extension A Mobile Extension has most of the PBX system s call control and call center features The trunk property is dynamically changed between regular PSTN trunk and MobileExt trunk The MobileExt user has the option to press any digit to connect to a call By pressing to end a call the system will simulate o...

Page 25: ... 2 Station Log In Log Out enables system users to move an extension number from one station to another or deactivate an extension System and Station Speed Dial allows programming of frequently used telephone numbers for speed dialing Up to 60 system speed numbers can be programmed Up to 20 station speed numbers can be programmed for each extension System Backup and Restore allows back up of config...

Page 26: ...roup members can be set to the Login or Logout state at system startup or reboot By default group members are set to Keep Login Status Multiple Queue Announcements allows each group to have its own set of unique audio announcements Up to five announcements can be configured for each group The intervals between announcements can also be configured Multiple Workgroup Membership allows each extension...

Page 27: ...group supervisor to barge into a call between workgroup agent and caller Personal calls can also be barged in to by a workgroup supervisor Supervisor Coach Whisper allows a workgroup supervisor talk to a workgroup agent without the other party hearing Queue Overflow Handling routes incoming calls to an alternate destination when the queue reaches one of the following conditions Calls in queue exce...

Page 28: ...r numbers which are then collected and used for routing the call Direct Station Transfer allows the AA to handle all incoming calls instead of being answered by an operator Callers can dial an extension number to reach a specific station or use the name directory to find an extension number Mailbox Access allows employee to log into voice mail box from AA when calling in from outside Multiple AA S...

Page 29: ... time or at a specified time You have an option of being notified of all messages or only urgent messages New and Heard Voicemails Announced Heard voicemails are announced as well as new and saved voicemails when users access voicemail Personal Activity Greeting allows users to record personal and or activity greetings in their own voice to be played when callers reach their voice mail Press 0 Opt...

Page 30: ...rding allows you to forward voice mail to an e mail address The destination address can be an IP address such as 100 200 101 201 or a domain name such as altigen com Remote Download of Messages via Internet allows users who are traveling and or working at home to download all new voice and e mail messages in the Voice Mail System Post Office Box via a local internet access line System and Administ...

Page 31: ...empts and to set default system passwords for newly created or newly assigned extensions Out Call Routing Configuration allows outgoing calls to be directed to particular trunk routes based on parameters assigned in the Out Call Routing table Remote Administration a version of the MaxAdministrator application that can be installed on a Windows 2000 2003 XP client computer to remotely administer on...

Page 32: ...tiGen s AltiWare versions prior to 5 1 IP Extension Auto Failover when an IP extension is unreachable the system will automatically fail over to a pre configured Mobile Extension IP Group Paging allows the use of voice paging to IP phone users in a group NAT Configuration for SIP H 323 When MAXCS is behind NAT with a private IP address this feature helps to resolve IP address resolution problems w...

Page 33: ... Name and Greeting Synchronization Caller using the dial by name feature from any system within the VoIP domain can search the entire global directory The global extension s greeting is replicated to all systems within the VoIP domain Global Extension Relocation by User When a global extension user travels to any site the user can dial 27 to log in to the local server Enterprise relocates the user...

Page 34: ... collected digits against a customer s CRM record to determine how to route the call It has the capability to set call priority and caller s skill level requirement CDR Search a call reporting tool that allows administrators to search CDR files for records that meet selected criteria and allows workgroup supervisors to get workgroup CDR statistics IPTalk an IP softphone to allow a MaxCommunicator ...

Page 35: ...n agents per workgroup 256 Total configured agents per system including all workgroups 1280 Total agents seats License Head per system 256 Capacities for a Multi Gateway Softswitch PBX Capacity Maximum 5 000 extensions IP analog and mobile extensions Maximum 256 MobileExt ports per system Maximum 400 MaxCommunicator MaxAgent sessions Maximum 20 AltiConsole sessions Maximum 20 MaxSupervisor session...

Page 36: ...Overview 22 MAXCS ACM 6 5 Administration Manual ...

Page 37: ...his section lists the system requirements for MAX Communication Server ACM 6 5 Update1 Supported Operating Systems and Their Requirements The following operating systems are supported in MAXCS 6 5 Update1 For the MAXCS 6 5 Update1 Server Windows XP Professional with SP3 MAX1000 MAX1000 R and MAX2000 Windows XP Embedded MAX1000 only Windows Server 2003 telecom server with SP2 Windows Server 2008 wi...

Page 38: ...e1 Client Applications Windows XP Professional Windows Vista Business Edition 32 bit and 64 bit Windows 2008 32 bit and 64 bit The following third party integration software is supported by the MaxCommunicator and MaxAgent clients Outlook 2003 and 2007 Goldmine 6 5 6 7 7 0 ACT 2006 2007 2008 and 2009 Minimum system requirements for MAXCS client applications IBM PC AT compatible system Microsoft NE...

Page 39: ... Number of Triton boards per system CPU Type Available Memory Hard Disk Controller Power Supply 5V Require ment 12 V Require ment 1 3 1 2 GHz Celeron M 512 MB IDE RAID Single 300W 15A 6A or better 4 6 1 2 GHz Celeron M 512 MB IDE RAID Single 400W or Dual 400W load sharing recommended 20A 16A 7 15 3 0 GHz Pentium IV 1 GB IDE RAID Dual 400W with load sharing required 40A 20A License Type License Mod...

Page 40: ...user License Type License Model 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 License Type License Model HMCP Media Server License Available resources in the system HMCP G 711 G 723 G 729 Voice Processing...

Page 41: ...r system key may be a USB key Software license key A 20 digit key located on the front of the End User License Agreement Installing MAX Communication Server To install MAXCS insert the MAXCS CD ROM into the CD ROM drive of the server and follow the instructions on the install screens At the third screen select a setup type All in one Stand Alone System Installation Select this option if MAXCS ACC ...

Page 42: ... You need a dongle for the Softswitch server Softswitch provides the following functions Devices Control IP Phone HMCP Media Server IP Gateway Call Control Call Signal Processing SIP and H 323 tie trunk PBX Switching Routing and Call Handling System Management Configuration and Directory Phrases and Prompts System Custom Personal Feature Server Voice Mail Server Multi Site Enterprise Manager Call ...

Page 43: ...CE3G server MAX2000iG gateway only MAX server with redundant power supply and RAID hard drive Note Do not install gateway service to MAX1000 or MAX1000R server When installing Gateway service to an OFFICE3G server remove Triton Resource and MeetMe Conference boards Softswitch server will not use these boards as conference barge in resources If you select Gateway the next screen requires you to ass...

Page 44: ... do this run MaxAdmin log in and select Services Shutdown Switching from the menu In the event that the auxiliary services were not stopped stop them one at a time in Windows using the Start Programs Administrative Tools Services applet Then go to Start Programs Control Panel Add Remove Programs and select MAX Communication Server ACM 6 5 Update1 and click Remove Troubleshooting Error Messages Use...

Page 45: ...is too long You must manually append the AltiServ path to your system environment path after finishing the MAXCS installation but before restarting your system Manually append c AltiServ exe if MAXCS is installed on c drive to your system environment path through Control Panel System Advanced tab Environment Variables System Variables after finishing the MAXCS installation but before restarting yo...

Page 46: ...Troubleshooting Error Messages 32 MAXCS ACM 6 5 Administration Manual ...

Page 47: ...stem log in to MaxAdmin 1 From the Windows Start menu select All Programs Max Communication Server ACM MaxAdministrator 6 5 The Select Server dialog box appears 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 pas...

Page 48: ...tive 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 access 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 syste...

Page 49: ...lled 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 window and shows the MAXCS and MaxAdministrator ver...

Page 50: ...or example TritonIP12PT is a Triton board with 12 IP ports 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 Sys...

Page 51: ...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 Click on any column heading to sort by that column Click again to reverse the sort order Double click a board to open a configuration window for that board or to open a line properties window specific to...

Page 52: ...he extension number for the extension to reset Trunk View Window The Trunk View window displays 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 l...

Page 53: ...ler System IP Address Extension Number Workgroup View Window The Workgroup View window displays data and statistics for workgroups Figure 7 Workgroup View window This window displays the following data Extension the workgroup pilot extension number Name the workgroup name Agents the number of agents assigned to the workgroup Login the number of agents logged into the workgroup Available the number...

Page 54: ... use channels The window allows administrators to monitor VoIP channel usage and MeetMe conference resource use Figure 8 Current Resource Statistics window Top part of the window Contains a summary of codec usage The first G711 only codec section is displaying 30 port G711 VoIP board codec use Middle part of the window Displays the following data Gateway ID the ID of the VoIP channel s home gatewa...

Page 55: ... board for example 00 MeetMe Conference Bridge ID from 00 00 to 00 09 Number of members currently participating in a conference using each bridge Note Each system can have only one 30 party MeetMe conference board Setting the Refresh Interval The Current Resource Statistics window is updated according to the Refresh Interval configuration By default the Refresh Interval is set to refresh the data ...

Page 56: ...he AltiGen services that provide the various telephony and data services remain active If you need to shut down the phone system do one of the following From MaxAdmin select Services Shut Down All Services From Windows select Start All Programs MAX Communication Server ACM Utilities Start and Stop All AltiGen Services and click the Shutdown All AltiGen Services button This stops the MAXCS system s...

Page 57: ...Lets you view some gateway settings and board information and change the ID and password of a gateway See Gateway Configuration Tool on page 81 Available under Utilities MAXCS ACC ACM Backup and Restore Backs up your configurations and extension voice mail See Backup and Restore Utility on page 430 MAXCS Admin and Extension Security Checker Checks the security status of every extension in your MAX...

Page 58: ...Stopping the AltiGen Switching Service 44 MAXCS ACM 6 5 Administration Manual ...

Page 59: ...e ring conference 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 acco...

Page 60: ...ions Parameter Description System ID Assign a number 1 100 to the system This ID will be used to differentiate call records if multiple systems are writing call records to a same external database 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 uniq...

Page 61: ...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 trun...

Page 62: ...following applications Trunk incall routing DNIS incall routing Auto Attendant Call Supervision Check the check box to allow supervisors to monitor barge in on coach and record an agent s non workgroup calls 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 status Supervisor extension does not have to b...

Page 63: ...figured the extension number length cannot 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 u...

Page 64: ...on 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 Transl...

Page 65: ...he 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 any ...

Page 66: ...tion than the IP extension the emergency call can be routed to the emergency center where the IP extension is located Figure 4 Extension Call Routing To set up an Extension Dialed Digit Translator entry 1 Select Extension Dialed Digit Translator from the Select Digit Translator drop down list 2 In the Extensions Group field use the Add button to create and select an extension group that the Extens...

Page 67: ...STN trunk line to dial an outside number 9 is the default trunk access code If you have a more complicated dialing number and routing plan change 9 to the Route Access code and configure the Outcall Routing table Feature Access By default is set to Feature Access which is used as part of feature access codes In addition you may also set 1 9 or to Feature Access For example if 7 is set to Feature A...

Page 68: ...siness Hours settings select System System Configuration then click the Business Hours tab Figure 5 System Configuration Business Hours tab Multiple Business Hours profiles can be 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 Route Access The Route Access o...

Page 69: ...t go to the dialed extensions directly To configure Holiday routings select System System Configuration and then click the Holiday tab Parameter Description Day Select the days of the week on which the company does business For example if the company does business Monday Friday check the check boxes for those days AM and PM Schedules For each day of the week select the time periods during which th...

Page 70: ... also be assigned to DNIS Routing and Trunk In Call Routing entries To create a Holiday Profile 1 Click the Add button beside Profile to open the Add Holiday Profile dialog box Enter a name for the profile then click OK 2 To each profile add holidays that will be included in that profile Click the Add button below the Holiday list to create a new holiday 3 In the Add Holiday dialog box that appear...

Page 71: ...liday click the Apply To button and in the Apply To dialog box select all the holidays to which you want the hours to apply You can select multiple holidays by using Ctrl click or Shift click Click OK 5 When you are finished with the dialog box click OK When a new year begins the dates on which holidays fall usually change You can edit the dates for annual holidays making them accurate for the new...

Page 72: ...led 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 prefix followed by 408 area code and then the seven digit telephone number Valid digits include 0 through 9 and...

Page 73: ... and click Delete Note System speed dial is read only from MaxCommunicator and MaxAgent Defining System Call Restrictions The Call Restriction tab contains settings for the following functions Block calls to area codes from all extensions Define local toll free unrestricted area codes Lock an attacked extension Block all outgoing trunk calls Restrict other system users from hopping off to make an ...

Page 74: ...2 Enter a 1 and the dialing prefix to block for example 900 976 You can enter up to 20 digits maximum for each prefix For example to block calls from all extensions to 976 numbers type 1976 3 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 bu...

Page 75: ...o make an outbound call over a T1 or VoIP tie trunk Figure 10 Hop Off for Tie Trunks Restricting Tie Trunk Calls You can set call restrictions on hop off calls by telling the system to use the same restrictions as the ones set up for an extension Using the Call restriction follows extension drop down list you can select the extension with the restrictions to use for the hop off calls Setting 10 Di...

Page 76: ...e in the dialog box that appears The Account Code may contain 1 10 digits To delete an account and its code select it and click Delete You can select multiple items for deletion by using Ctrl click or Shift click Click Apply to save your changes and OK to save and close the window You can now set options for each extension that determine whether account codes must be entered or can be bypassed You...

Page 77: ...figuration Internal Log Service The Internal Log Service shown in the Log Service display table is created by default You can enable or disable the service but you cannot remove this database or add another Internal Log Service To manage the internal CDR database 1 Make sure the Internal Log Service check box is checked 2 In the Internal Database Configuration field use the up down arrows to selec...

Page 78: ...ility to perform daily backup and maintenance jobs and use a restore utility to restore the database If you need to reconstruct the SQL server run the External Logger Setup to create an empty calldb database before restore Note There is no AltiGen license required for external logging To set up and enable external CDR login service to the local or network drive click the Add button A dialog box ap...

Page 79: ...rnational call from an extension without international call privileges the call will be terminated as soon as the user dials 011 after the trunk or route access number The caller hears an error tone The toll prefixes set here should match the dialing plan prefixes for the country set in the General tab see Setting General Parameters on page 46 You can set the following toll call prefixes Domestic ...

Page 80: ...tlook Click the Automatic Dialing Plan Rules button The following dialog box appears Figure 15 Automatic Dialing Plan Rules dialog box Define the Local Plan Domestic Plan and International Plan A character of the pattern can be a digit from 0 to 9 It can also be a range of digits for example 0 3 If it is a question mark it is equivalent to 0 9 When return calls are made these rules are followed Wh...

Page 81: ...nual 67 System default beginning and update prompts for callers in queue Overhead paging To access the Audio Peripheral configuration window select System System Configuration then click the Audio Peripheral tab Figure 16 System Configuration Audio Peripheral tab ...

Page 82: ...usic on hold file is a wav file called MusicOnWaiting wav The file is located in the C PostOffice phrases Music folder You can replace the file with a wav file or an AltiGen PCM file The wav file must be in 8 kHz 8 bit Mono u Law format Any optional music on hold files included with MAXCS are in that format You can convert your own wav files to this format using Microsoft Windows Sound Recorder No...

Page 83: ...groups and workgroups as the default system queue phrase However these settings will be overridden by the workgroup s queue management phrase setting Configuring Overhead Paging To configure overhead paging 1 Connect overhead paging equipment to the audio out jack on a Triton telephony board 2 On the System Configuration Audio Peripheral tab select Enable Overhead Paging Use the drop down list to ...

Page 84: ... System Default 2 Personal 3 Meeting 4 Away From Desk 5 Business Travel 6 Personal Time Off The remaining three activity codes 7 8 9 are not assigned and can be customized by the administrator To customize an activity code click on the activity code and click Edit In the Edit Activity dialog box enter name of the Activity and click OK ...

Page 85: ... system administrator to create an extension feature profile that includes enabling or disabling of the following 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 M...

Page 86: ...hone is in the onhook position even if it is disabled in the extension s feature profile To add a Feature Profile By default a System feature profile is assigned as 0 To add a new Feature Profile click the Add button The Add Feature Profile dialog box appears where you can type in a Name for the feature profile Figure 18 Add Feature Profile dialog box Note When adding a feature profile the system ...

Page 87: ...ated that uses the same number for example 2 Marketing Group the extension will automatically be assigned to the new feature profile So it is important to note which extensions are assigned to certain feature profiles especially when adding new profiles or deleting old ones Limitation You should include 26 Station Logout in a feature profile assigned to an IP phone If 26 is disabled in that phone ...

Page 88: ...Feature Profiles 74 MAXCS ACM 6 5 Administration Manual ...

Page 89: ...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 90: ...cy 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 its ID name an...

Page 91: ...anagement Figure 4 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 ad...

Page 92: ...the MAXCS system setting Home IP Exts The number of IP extensions that have been assigned to the selected gateway in the Extension Configuration window Read only field This information will help you configure sufficient resources for IP phones on each gateway Enable Media Server on Softswitch On an AltiGen certified server you can run the Softswitch and Media Server in the same machine You must ha...

Page 93: ...ded The system will find the appropriate board to supply the clock If you have multiple T1 or E1 boards in a gateway the system will automatically select the one with the lowest logical board ID as the clock source However in some circumstances you may need to manually change to other boards For example 1 If multiple T1 E1 boards are in the gateway and the T1 E1 board that has been selected automa...

Page 94: ...ess or password or the gateway may already be attached Detaching and Deleting a Gateway You can detach a gateway without shutting down the MAXCS system Caution Always try to detach a gateway when call activity in the system is low If resources are being used in one of the gateways ongoing calls may be dropped To detach a gateway from the MAXCS system 1 Select the gateway you want to detach 2 Click...

Page 95: ...dialog box Enter the IP address and password of the gateway you want to check on and click OK The Gateway Configuration Tool looks like this Figure 6 Gateway Configuration Tool The window displays gateway settings product version and a board view for the gateway showing each board s name and serial number The settings Parameter Description Gateway IP Address The IP address of the gateway identifie...

Page 96: ...figure the IP address of the Voice Message server and the Enterprise server Figure 7 Softswitch Component Configuration window Applications Server tab Status The status of the gateway active disconnected initializing resetting failed Current Softswitch IP Address The IP address of the machine running MAXCS Product Version The software version of the gateway service Parameter Description ...

Page 97: ...an attachment Enable or disable Microsoft Exchange 2003 2007 synchronization service or select Exchange 2007 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 Config...

Page 98: ... can set the retry setting for the notification as follows Parameter Description Maximum Retry Count Can be between 0 and 16 This is the number of times the system will try to deliver a voice message notification after the original attempt 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 minute...

Page 99: ...d Messages If checked the system 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 the...

Page 100: ...erver field do not enter the IP address Bridged Access to Exchange 2007 Enable Synchronization Through bridged access integration via a SIP connection AltiGen s Voice Mail System provides an option to the user to directly access Exchange Unified Messaging by pressing 7 in extension voice mail after entering the password Once connected users can check and reply to e mail manage calendars and send m...

Page 101: ...en 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 2007 server accordingly Limitations Personal options usually invoked by pressing 4 on the AltiGen Voice Mail System menu must be invoked by pre...

Page 102: ...hone 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 2 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 inval...

Page 103: ...xtensions 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 na...

Page 104: ...Creating Distribution Lists 90 MAXCS ACM 6 5 Administration Manual ...

Page 105: ...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 106: ...sion 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 Other ...

Page 107: ...in a descriptive Name for the AA then click OK Clear clears all edits to the selected AA restoring system defaults Copy From lets you make a copy of an AA and then modify it as you like 1 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 c...

Page 108: ... guide the basic AA configuration Each item is an action point with its ID number and name The top of the tree is a O for Origin A timeout is indicated by a T Any action item can have a Prompt The drop down list displays phrase 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 cu...

Page 109: ...o Top Level Go to the top level and repeat action items on the top level Level Go to Specified Item Goes to selected menu item at any level A drop down list appears from which you select the item Call To Ext Group Transfers call to an extension or group number you select in the drop down list Call To Operator Routes the call to the operator the operator is defined in the System Configuration windo...

Page 110: ...o the system enter a call back number hang up and wait for the system to call back The system will request the caller to enter an extension and password for authentication The call back number needs to include the toll call prefix and area code for long distance and international calls The trunk or route access code is not required when entering a call back number Adv Collect Digits See the discus...

Page 111: ...he above example is displayed as Account 67663 on the IVRData column To display collected digits on the IP phone you need to set the tag as DISP stands for Display and is case sensitive The Phone Display Name Line of the extension configuration needs to be configured as IVR Data Display This feature supports inbound trunk calls only Min Length the minimum length of digits to be collected Max Lengt...

Page 112: ...mpts in another language For information on configuring for a multilingual AA see Multilingual Configuration on page 101 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 Phrase 0001 is the default AA greeting at the root menu level Phrases 0291...

Page 113: ...any meaningful 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 pr...

Page 114: ...o 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 playable...

Page 115: ...an 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...

Page 116: ...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 117: ...tion screen and the description of the default language is displayed as Default Language Each language added to the table will have a formal name a description a system phrase directory LangDir_X and a custom phrase directory LangCustomDir_X as shown in Figure 2 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...

Page 118: ...ilingual support in the auto attendant 1 Select System Multilingual Configuration AA tab 2 From the list at the left select the AA you want to configure with multilingual support 3 Check the Enable Multilingual Support check box The Multilingual Enabled column changes to TRUE 4 In the Language Setting group of fields check the Language Selection Prompt check box 5 Choose the prompt that lets the c...

Page 119: ...a default language configured and that language is always used for them whenever they hear a prompt on their extension The default language is assigned in Extension Configuration General tab Figure 3 Selecting a language for an extension user In the Language drop down list select the desired language and click OK ...

Page 120: ...t 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 of this...

Page 121: ... 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 tab 2 Click the Add ...

Page 122: ...cted 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 When...

Page 123: ...e 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 MAXCS that agents belong to and the gateway for a multi chassis installation have adeq...

Page 124: ...nfiguration The Recording Configuration window opens Figure 1 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 down l...

Page 125: ...e 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 46 Using a Remote Shared Directory It is strongly recommended that you use VRManager t...

Page 126: ...112 MAXCS ACM 6 5 Administration Manual Figure 3 Sign up for online storage or connect to a network server link This invokes the Add Network Place Wizard Figure 4 Add Network Place Wizard 3 Click Next You ll see the screen below ...

Page 127: ...The following screen is displayed Figure 6 Add Network Place Wizard Internet Network Address 5 Type the address of the Web site FTP site or network location in the field for example 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 128: ...istration Manual Figure 7 Add Network Place Wizard Shortcut Name 6 Type in a name for the network place and click Next A confirmation screen appears Figure 8 Confirmation screen 7 Click Finish The network place you created should appear on the desktop ...

Page 129: ... MAXCS ACM 6 5 Administration Manual 115 Figure 9 Network Place Created 8 In the Recording Configuration window use the Browse button to select the network place as the destination folder Figure 10 Recording Configuration Window ...

Page 130: ...Configuring Call Recording 116 MAXCS ACM 6 5 Administration Manual ...

Page 131: ...aler 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 license is r...

Page 132: ...ension appears in the AppExt List 3 Type a password in the Password field 4 Type a description of the application in the Description field if desired 5 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 se...

Page 133: ...dling Application 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 prop...

Page 134: ...Application Extension Setup 120 MAXCS ACM 6 5 Administration Manual ...

Page 135: ...riton T1 PRI trunk page 133 Triton analog trunk page 136 This chapter also discusses incoming call routing page 145 and outgoing call blocking page 146 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 Id...

Page 136: ...nfiguration 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 2 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 137: ... and the channel of the selected trunk The list on the left shows all the configured trunks The Location format is the same as in the Trunk View window that is Logical Board ID Channel Number The logical board ID is assigned by the system This ID may change when a telephony board is added into or removed from the system When you select a trunk in this list the options and parameters for the trunk ...

Page 138: ...Code RAC TAC is a quick and easy way to select which trunk s you would like to dial out from especially when you want to reserve trunks for a special dialing purpose For example you can set up TAC 7 and assign that to trunk s These trunks will be reserved exclusively for users who know the TAC 7 Although TAC is easy to use it does have limitations especially when you are located in an area with a ...

Page 139: ...ion number defined in the extension configuration E911 CID field to the PSAP via multi frequency signaling The E911 CID is needed to Allow PSAP to identify the caller s information and exact location by matching the Automatic Location Identifier database in PSAP Have the callback number in case the call is disconnected Note Do not select the E911 option for a T1 CAS or PRI trunk T1 CAS cannot tran...

Page 140: ...is their feature code to initiate RLT Please check with your carrier to get the specification If this is a PRI trunk you need to ask your carrier if they support RLT through DTMF Some carriers accept 8 to signal RLT AltiGen PRI trunks currently do not support 2 B channel transfer feature How to signal MAXCS that it is a Centrex transfer If a call is connected to an extension the extension user nee...

Page 141: ...g Option Recording for incoming and outgoing calls is supported for Triton Analog T1 E1 and IP trunks use the drop down list to select Disable or Enable If you select Enable choose the license you want to assign Concurrent Session or Dedicated Seat and make sure that in System Recording Configuration one of the trunk based recording options is selected Note When you use trunk based recording inbou...

Page 142: ... after the maximum trunk channel number is changed Note This is signal only trunks Make sure you have enough IP resource boards to cover your needs SIP Tie Trunk Properties To open a configuration dialog box for a SIP tie trunk channel do one of the following If you re in the Trunk Configuration window select a Triton VoIP channel from the trunk channels list then click the Trunk Properties button...

Page 143: ...nes for each AltiGen certified SIP Trunk service provider can be found in the AltiGen authorized dealer Knowledge Base available from the AltiGen Dealer Web Site SIP dial tone service providers need to support the following G 711 G 723 1 G 729 codec RFC 2833 for DTMF tone delivery SIP MD5 authentication with SIP registration If MAXCS is behind NAT verify that your SIP SP can support this configura...

Page 144: ...e provider is up or not Some service providers do not accept SIP Register messages In these cases you can disable sending SIP Register messages from MAXCS by setting the SIP Register Period to 0 SIP Trunk Profile Select the appropriate SIP trunk profile See Creating a SIP Trunk Profile on page 131 SIP Source Port For SIP UDP select the source port from 5060 or 10060 For TCP or TLS you cannot chang...

Page 145: ...necessary Otherwise a default profile is used Once you have created a profile you can select it in the SIP Trunk Configuration Edit box see Figure 5 To create a SIP Trunk Profile in the SIP Trunk Configuration dialog box shown in Figure 5 click the SIP Trunk Profile button on the right The SIP Trunk Profile dialog box opens The fields in this dialog box are described in the following table Field D...

Page 146: ...delete a number you added select it and click the Edit or Del button Enter a calling number in the field below the table in case the carrier cannot accept configured numbers Send Caller Name Check to also send the caller name to callees Enable Standard Record Route Header Check this box if the SIP service provider uses SIP Record Route and the SIP trunk cannot make or receive calls If it already w...

Page 147: ...ox Following are the parameters for the Triton T1 Configuration dialog box Parameter Description T1 robbed bit signaling Protocol You can set Protocol to one of the following E M Wink Start default E M Immediate Start Ground Start Loop Start For signaling from one board to another only E M Wink Start is supported Loop Start Ground Start and E M Immediate Start protocols cannot be used for interfac...

Page 148: ...n 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 incoming symbols to collect from the Caller ID or DID digits No...

Page 149: ...be collected The system waits 3 seconds for the first digit to arrive If the symbol is a it continues with the first sequence Otherwise 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 betw...

Page 150: ...el from the trunk channels list then click the Trunk Properties button or just double click the channel in the list If you re in the Trunk View window right click the channel and select Channel Properties Figure 8 Triton Analog Trunk GS LS Properties window Note that you can use Apply to in this dialog box to apply changes to other trunks of the same type Parameter Description Interface Type Selec...

Page 151: ... disable the feature If later you connect a new analog line to an empty port or replace an existing line you need to click this button to best match the impedance Match Result button Shows the result obtained the last time the Match Impedance button was clicked for that trunk Disable Impedance Match During System Startup Check to disable automatic impedance matching during system startup Caller ID...

Page 152: ...he energy loss The valid range is 0 to 6 dB Recommended value is 3 dB Caution Setting the Gain too high may cause distortion in voice quality and DTMF tone Your CO may not be able to recognize the dialing number if DTMF tones are distorted Last Diagnosis Time The last time the Diagnosis button was clicked Diagnose button Use this button to view the Noise Level Echo Return Loss and Hybrid Echo Retu...

Page 153: ...e match is in process you ll see a progress box When the process is complete the Match Impedance dialog box is displayed with information relevant to this trunk Figure 9 Match Impedance dialog box The Impedance parameter setting in the main dialog box is changed to the best match selection and the measurement for noise and returned echo is performed with this impedance setting The results of this ...

Page 154: ... any wire taps to the trunk wire bridge tap If so remove them then test again 3 Request the CO to check the trunk conditions including Line Loss and longitudinal balance The Match Result Button Clicking the Match Result button shows you the result you got the last time you clicked the Match Impedance button for that trunk The following dialog box is displayed Figure 10 Impedance Match Result dialo...

Page 155: ...ease the Transmitting gain to IP Extension to 9 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 Rx Level 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...

Page 156: ...11 Setting the AA to play a prompt phrase 3 Set the Timeout to Repeat Current Level Figure 12 Setting Timeout to Repeat Current Level 4 Select a trunk as a testing reference an analog trunk with a specific phone number is best and set the trunk In Call Routing to the Test Line Loss AA ...

Page 157: ...uration 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 is 15 dB to 18dB take the following steps to increase the gain for the Tr...

Page 158: ...Triton Analog Trunk GS LS Properties 144 MAXCS ACM 6 5 Administration Manual If the reading is worse than 18 dB you should contact your CO to adjust the line loss to the acceptable range ...

Page 159: ...System Configuration window Business Hours tab Setting Business Hours on page 54 During Business Hours Outside Business Hours Non Workdays Within each of these three time slots you have the following routing options for incoming calls Route to an extension selected in the drop down list Route to an auto attendant number selected in the drop down list Route to a Line Park line selected in the drop ...

Page 160: ...select the trunk in the General tab then click the Out Call Blocking tab in the Trunk Configuration window Figure 15 Trunk Configuration Out Call Blocking tab If you select Trunk allowed for Outside Calls at Any Time call restrictions set in System Configuration Outcall Routing and Extension Configuration still apply to calls made on the trunk If you select Outside Calls Allowed According to The F...

Page 161: ...oard page 150 Triton Analog Trunk LS GS and LS Boards page 150 Triton VoIP Board page 151 Triton T1 E1 Boards page 152 Virtual Boards SIP and H323 page 166 Virtual Board HMCP page 167 MAX1000 2000 Board page 174 Virtual MobileExtSP Board page 175 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 162: ...ilar to the following Figure 2 Board Configuration window These are the attributes and buttons in the Board Configuration window see each board type in the sections that follow for additional notes on each type Parameter Description Board Info Board Logical ID assigned by MAXCS Board Name the type of board installed in the system and its physical ID ...

Page 163: ...he 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 boa...

Page 164: ...ute descriptions below Figure 2 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 202 Clicking the Board Configuration button opens a configuration dialog box that displays the board s serial number DSP clock physical and logical IDs Figure 3 Board Con...

Page 165: ...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 Triton VoIP board can be configured as a 12 port G 711 G 72...

Page 166: ... parameters These parameters are listed in Appendix B on page 467 Configuring the Board Double click the Triton T1 E1 board in the Boards window to open the Board Configuration window similar to Figure 2 on page 148 See attribute descriptions below Figure 2 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 t...

Page 167: ...153 Figure 6 Triton T1 E1 Configuration dialog box T1 and E1 Configuration Double clicking a channel group for a Triton T1 board in the Channel Group Info pane opens a T1 or E1 Configuration dialog box as in Figure 7 and Figure 8 Figure 7 Triton T1 configuration dialog box ...

Page 168: ...ds Reasons could be 1 DSP loading failure 2 If PRI board failed 1 Reset board 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 ...

Page 169: ...iolations LCV or Out Of Frame detected Location condition equipment problem For excessive BPV LCV check AMI B8ZS setting For OOF check the MVIP bus master setting OR Have CO perform a line test to check for a faulty cable or line PRI only L2 Failure No Sync Flag Layer 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...

Page 170: ...e Type to either No CRC or CRC4 CRC4 is embedded into 16 consecutive frames Line Code For T1 you can set the Line Code to either AMI or B8ZS AMI Alternate Mark 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 ...

Page 171: ...he board configured as the back to back clock master 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 8 on page 154 to open the Protocol Configuration window shown below The Triton T1 E...

Page 172: ...f Selecting Span Types T1 CAS select this option to associate all channels on the span to T1 CAS Regular ISDN PRI select this option to indicate 23B D ISDN PRI span and to designate the last channel as the D channel Enable Tie Trunk check this box to enable a tie trunk Tie trunks must terminate to a system also configured as a tie trunk Note This option not available when E1 CAS is selected ...

Page 173: ...Span Types E1 CAS select this option to associate all channels on the span to E1 channel associated signaling Regular ISDN PRI select this option to indicate 30B D ISDN PRI span and to designate the 16th channel as the D channel Enable Tie Trunk check this box to enable a tie trunk Tie trunks must terminate to a system also configured as a tie trunk Note This option not available when T1 CAS is se...

Page 174: ...e top four settings are used for a connection to a CO switch AT T 4ESS PRI AT T 5ESS PRI NT DMS 100 PRI NI 2 PRI default The bottom four settings are used for a PRI tie trunk configuration where two MAXCS systems are connected back to back In such a configuration one MAXCS system must be configured as Network and the other as User For example set one to NI 2 PRI Network and the other to NI 2 PRI A...

Page 175: ... three settings are used for a connection to a CO switch Austel TS014 PRI ETSI NET5PRI NT DMS 100 PRI The bottom three settings are used for a PRI tie trunk configuration where two MAXCS systems are connected back to back In such a configuration one MAXCS system must be configured as Network and the other as User For example set one to NT DMS 100 PRI Network and the other to NT DMS 100 PRI Austel ...

Page 176: ...ys 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 wit...

Page 177: ...ic 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 fea...

Page 178: ...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 179: ...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 180: ...P 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 media path from a VoIP board or from the IP phone to establish a voice steam so that...

Page 181: ... then clicking the Board Configuration button opens this dialog box Figure 18 H323 Configuration You can change the following parameters FastStart Enabled The FastStart Enabled option reduces the number of H 323 messages to be sent between two H 323 devices when initiating a call thus reducing the time needed to establish a call There may be a compatibility issue with firewall or NAT devices if yo...

Page 182: ...iew an HMCP media server can be installed in the same Softswitch system sharing the same CPU or can be in a stand alone server with a dedicated CPU Notes Do not install HMCP service in a system with AltiGen s Triton telephony board It will cause resource conflict Remove the Triton Resource board and MeetMe conference board from OFFICE systems running as a gateway Station conference MeetMe conferen...

Page 183: ... to exceed the maximum limit for each HMCP board in the Assigned to this board fields and clicking Apply HMCP Resources Shows the total number licensed if applicable total currently assigned and the number assigned to this HMCP board for the following resource types 1 Voice Processing Resources VPR 2 Station Conference Members 3 MeetMe Conference Members 4 Agent Supervision Bridges The maximum num...

Page 184: ...DiffServ Byte Value The default TOS DiffServ byte hex value A0 10100000 signals the network switch and router that RTP packets are Critical To set the value for Diffserv Code Expedited Forwarding DSCP EF you can enter hex value B8 10111000 TTL assignment for IP paging multicasting only The purpose of the TTL Time To Live is to regulate how many hosts the IP paging packets can pass through The TTL ...

Page 185: ...y default You do not need to change this number since both Softswitch and HMCP Media server are in the ID 00 Scenario 2 Single Standalone HMCP Media Server For 200 to 1 000 users without an extensive amount of recording resources fewer than 200 concurrent recording sessions you may deploy a stand alone HMCP Media server as shown below ...

Page 186: ... servers to provide up to 2 000 G 711 VPR 400 compressed 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 recordi...

Page 187: ... is off line When the Home Media server for an IP extension is not available the media manager in the system will search available resources from other Media servers when that extension requests media service This will happen atomatically no configuration required and dynamically the resource may come from a different Media server each time that extension requests a media resource ...

Page 188: ...gure 20 Board Configuration window The Channel Group Info panel shows the channel groups groups of channels that belong to the same type For example if one 4x4xT1 access board and one 4x8 access board are installed in the MAX 1000 2000 main board there will be three channel groups for the 4x4xT1 card and two channel groups for the 4x8 When one of the channel groups is selected the Channel Mapping ...

Page 189: ...ens the following dialog box Figure 21 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 logical ID You can choose to configure the board as either T1 or E1 then click OK Additional steps are needed to further configure the CAS or PRI protocol in the Protocol Co...

Page 190: ...Configuring the Virtual MobileExtSP Board 176 MAXCS ACM 6 5 Administration Manual ...

Page 191: ...day 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 table If there is a match and today is a holiday route the call according to the Holiday Profile s routing ...

Page 192: ...ing window Caller ID Routing tab Adding and Deleting Caller ID Route Entries To add entries to the Caller ID routing table click the Add button In the dialog box that appears type in a Caller ID Number and a descriptive Caller ID Name then click OK The number and name entries have the following requirements The Caller ID Number field allows only 0 9 hyphen and asterisk For example both 5102529712 ...

Page 193: ...e Setting Business Hours on page 54 During Business Hours Outside Business Hours and Non Working Day are defined and selected by Business Hours profile Set Call Priority lets you assign a call priority from 1 9 to the selected caller ID number The highest priority is 1 the lowest priority is 9 Set Call SKLR for workgroup directed calls Lets you assign a skill level requirement from 1 9 to the sele...

Page 194: ...2 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 its name and oth...

Page 195: ...ting Business Hours on page 54 During Business Hours Outside Business Hours and Non Working Day are defined and selected by the Business Hours profile Set Call Priority lets you assign a call priority from 1 9 to the selected DNIS number The highest priority is 1 the lowest priority is 9 Set Call SKLR for workgroup directed calls Lets you assign a skill level requirement from 1 9 to the selected D...

Page 196: ...DNIS Routing 182 MAXCS ACM 6 5 Administration Manual ...

Page 197: ...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 198: ...es adding or removing digits you may need to edit the Digit Manipulation 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...

Page 199: ...ation You can insert or delete digits from the dialed number See configuration samples to learn how to use digit manipulation in different situations Insert to Head Insert a string of digits in front of the dialed number 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 trunk...

Page 200: ...o the Member Trunks list 4 Use the Up and Down buttons to change the position of a trunk in the Member Trunks list This is the order in which trunks are accessed 5 Click Apply 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 ...

Page 201: ... carrier When a user makes a local call the administrator wants the system to use local T1 trunks first If local T1 trunks are busy then the system uses local analog trunks When a user makes an emergency 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 ...

Page 202: ...tab on the Out Call Routing Configuration window Figure 3 Out Call Routing Configuration Dialing Pattern tab 2 Click the Add button The following dialog box appears 3 Type in the prefix and pattern length and click OK 4 Assign routes to this prefix by selecting routes from the drop down lists in the Route Priority section of the Dialing Pattern tab 5 If this is a restricted number or pattern skip ...

Page 203: ...s 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 checks the System Configuration Call Restriction tab settings to s...

Page 204: ...C located in Dallas area code 214 has one PRI circuit from the local carrier Both 214 and 972 area codes are local 10 digit dialing area codes The carrier will reject the call if the system dials 1214 or 1972 when dialing a local call Configuration Steps 1 Create a route to include all the T1 channels 2 Apply the route to Default Routes ...

Page 205: ... dialing patterns 1214 and 1972 each with a pattern length of 11 4 Define a route called 10 digit Dialing and add all T1 channels to the route In the Digit Manipulation section check the first box select Delete from Head and delete 1 digit 5 Apply the 10 digit Dialing route to dialing pattern 1214 and 1972 ...

Page 206: ...hat are using en bloc buffering digits and sending all digits at once The system dialing logic may cause a 7 second inter digit dialing delay for en bloc trunks To reduce the dialing delay the following configuration is recommended 1 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 a...

Page 207: ... the following prefixes prefix 0 length 11 prefix 00 length 14 prefixes 1 9 each length 7 In the Route Priority field use the drop down list to select the En Bloc route definition assigned in step 2 The Dialing Pattern tab should look as follows 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 dialin...

Page 208: ...Resolving Dialing Delay for Non USA Canada Countries 194 MAXCS ACM 6 5 Administration Manual ...

Page 209: ...iguration window do one of the following Click the Extension Configuration button on the toolbar Select PBX Extension Configuration Note To set up an application extension see Application Extension Configuration on page 117 To set up an IP extension see Setting Up IP Extensions on page 225 To set up a mobile extension see Mobile Extension Configuration on page 247 Figure 1 Extension Configuration ...

Page 210: ...g the Apply To button pops up a 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 onl...

Page 211: ...e Gateway ID Board ID channel number or IP address automatically 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 a...

Page 212: ...sed on the following rules If the Transmitted CID is configured the number will be sent If the Transmitted CID is 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 Configura...

Page 213: ...e extension to be added as a member of one or multiple hunt groups or workgroups 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 62 Enable Forced Accoun...

Page 214: ...urrent Recording Session license or a Dedicated Recording Seat license to be available 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 110 this option requires either a shared Concurrent Recording Session license or a Dedicated Rec...

Page 215: ...to record all calls non workgroup and workgroup both recording settings must be enabled Physical Location and Type You can change the extension s type and location Changing the Type The type of extension physical or virtual is set when you create the extension After you create the extension the type is displayed in brackets in the Agent Supervisor Extension list on the left side of the Extension C...

Page 216: ...can configure hardware options on the port used for the extensions To do so select the extension number in the list of extensions then click the Line Properties button to open a dialog box that is specific to the board used for the extension Triton Analog Station Line Properties If you select a Triton Analog Station Board extension and click the Line Properties button you ll see the Triton Analog ...

Page 217: ... Shift Keying Multiple Data Message Format indicator Default for US Canada installation Flash Duration Specifies the Flash Duration time in milliseconds 85 750 default 50 600 100 700 150 800 200 900 300 1000 Ringing Frequency Hz Select the frequency in Hz that is necessary for the equipment attached to this line 28 default or 20 Line Disconnect Signal The loop current break desired for answering s...

Page 218: ...ame DNIS Name User Data or AA Data the phone may display Unknown on the number line Alti IP 600 and IP 705 Phone Display Notes For the Alti IP 600 and IP 705 the Name Line displays caller information under the following conditions If Name Line is set to Caller Name it will display caller name If there is no name information the number will be displayed If Name Line is set to Caller Number it will ...

Page 219: ...figuration window too To assign an extension to a workgroup the extension must be designated as an Agent extension This is done on the General tab of Extension Configuration check the Agent check box A hunt group member does not have to be designated as an Agent To configure group options for an individual extension 1 Select the extension number from the Agent Supervisor Extension list in the Exte...

Page 220: ...Up Time check box 2 Using the drop down lists select the minutes and seconds for the delay Be sure to set at least enough time for example 5 seconds to allow an agent to click the Wait button in MaxAgent after putting the caller on hold and going onhook Setting Inter Call Delay This configuration applies only to calls waiting in queue The Inter Call Delay can create a time delay before the next wo...

Page 221: ... to change check box is selected the agent can change the outgoing workgroup from the phone set by using feature code 53 or from MaxAgent When a user is first assigned to a workgroup it is set as their default outgoing workgroup and remains so no matter how many workgroups the user is subsequently assigned to If an agent is unassigned from their outgoing workgroup the outgoing workgroup is automat...

Page 222: ... phone number 914085551212 comprises 9 trunk access code 1 long distance prefix followed by 408 area code and finally the seven digit telephone number Valid digits include 0 through 9 and comma The comma represents a one second pause Setting the Mailbox Options The Mail Management settings define how voice messages are handled for an extension whether the mailbox is information only or is full fea...

Page 223: ... one or more extension mailboxes An Information Only mailbox allows callers to listen to customized recorded announcements To repeat the announcement callers are instructed to press the key This mailbox does not take messages from the caller Disabling a Mailbox When you disable a mailbox a special greeting is played to announce that this mailbox is not accepting new messages Assign Exchange Integr...

Page 224: ...to playback of recorded messages These options apply to both new messages and saved messages and they can be applied to multiple extensions using Apply to Press Zero Option This option allows a caller to press 0 while listening to this extension s greeting Use the drop down list to select one of the following forwarding destinations for the call Voice Mail AA Extension Group Operator default Outsi...

Page 225: ...ttings select the extension number from the Agent Supervisor Extension list then click the Notification tab Figure 6 Extension Configuration Notification tab Parameter Description Max Number of Messages Maximum number of messages stored in the user s mailbox The range is 1 999 defaulting to 100 Mailbox Size Mailbox size in MBs of stored messages The range is 1 500 MB with a default of 50 Max Messa...

Page 226: ...otification as soon as it enters non business hours Note Message notification can also be set in MaxCommunicator and MaxAgent and the settings are reflected in MaxAdmin Emergency Notification When any extension dials an emergency number the system can make calls to specified extensions groups or outside numbers To configure this option select the extension group outside number and check the When E...

Page 227: ...AltiGen Communications Inc AltiWare InitInfo 3 On the right side of the Registry window right click and choose New DWORD Value 4 Type one of the security strings listed above then double click the entry 5 Choose Decimal as the Base option 6 Type the value you want see the allowed range listed above in the Value data text box and click OK 7 The value you enter appears in parentheses in the Data col...

Page 228: ...21 and the pager number to page the user is 12345678 the notification outcall number that needs to be entered is 7654321 12345678 When the pager operator answers the Message Notification call MAXCS announces the pager number and the System Main Number as configured on the General tab of System Configuration which will be displayed on the user s pager The operator is also given the option to repeat...

Page 229: ... seconds Seconds after Answered If the answer supervision signal is provided by the carrier check this option and set the delay timer to 2 to 5 seconds In some cases the pager carrier cannot detect DTMF right after the call connection Default is 10 seconds maximum is 30 Note You may need to try a different delay setting to make sure the user return number is transmitted properly after configuratio...

Page 230: ...g 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 p...

Page 231: ...gulates 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 recommen...

Page 232: ...orwards 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 extension in the forwarding chain does not answer the call is sent to extension 100 s ...

Page 233: ...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 Free Format 92529712 5 211 means dial trunk access code 9 and an outside number 2529712 wait 5 seconds dial 5 and wait 3 seconds then dial 211 Second example 102 ...

Page 234: ...fore 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 while the extension user is checking voice mail or operating other features The caller will hear a ring back tone while in queue The call will be shown as ringing on AltiConsole Handling Unanswered Calls The No Answer Call Handling function...

Page 235: ...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 Figure 9 Enable One Number Access option on the Answering tab Also if the Enable Do Not Disturb option is selected in the Answering tab the call is forwarde...

Page 236: ...reening When the Enable Call Screening option is checked callers accessing One Number Access will be prompted to record a name in order to continue the ONA process The recorded name is played after the callee ONA target answers the call and optionally enters a correct password The callee will then hear the caller s name and can decide whether or not to accept the call Setting Caller ID Verificatio...

Page 237: ...the ONA announcement phrase into the cell phone voice mail box Setting Up Monitor Lists The Monitor List tab provides for setting up lists of extensions for which call processing events can be monitored by the extension user Once a monitor list is established the application logging into the extension can receive call events for the monitored extensions The monitor list is available in the MaxComm...

Page 238: ...e extension user s MaxCommunicator Change Monitor window 2 Click Add to move the extensions to the Monitor List To remove members 1 Select the extensions in the Monitor List 2 Click Remove Check the Trunk Monitor Enable check box to allow monitoring of the AltiLink Plus trunk events at the selected extension Click the Default button to return the settings to the default the extension can monitor i...

Page 239: ...tocol With SIP implementation the system establishes a signaling channel to an IP phone when the IP phone is in use Figure 1 Concept of signaling and media channels The media channel voice stream is connected between two IP phones under normal operation 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 Ex...

Page 240: ...uding 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 SIPSP board Channel...

Page 241: ...ystem 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 has Agent settin...

Page 242: ...s of the following elements Configure Codec Profile Creating a profile for each codec type jitter buffer packet length DTMF tone delivery and ring back tone treatment SIP Early Media Assign Codec to Device Configuring codec profile to a single IP address or a range of IP addresses ...

Page 243: ... to enter the IP address for each IP extension This setting is recommended only when connecting to third party SIP devices such as a Multi Tech MVP VoIP gateway with FXS ports support Refer to MultiTech Gateway Application Note in the AltiGen knowledgebase on 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...

Page 244: ...cked and the IP phone loses its network connection it will automatically fall back to a Mobile Extension The mobile extension channel must be specified from the drop 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 I...

Page 245: ...he local IP address range into the IP Codec setting Otherwise the system will use the Default Prefer G 723 1 support G 729 setting for your IP extensions 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...

Page 246: ...Setting an IP Extension 232 MAXCS ACM 6 5 Administration Manual ...

Page 247: ...ute 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 the server s IP ...

Page 248: ...this extension in the Extension Configuration window but there is no IP phone logged in to the extension The extension may be a physical extension using an analog phone a MobileExt or a virtual extension After creating the IP extensions you can set the parameters on the General tab Note The Apply To button works with the following parameters General TFTP Server field Reset IP Phone and Boot Downlo...

Page 249: ...phone configuration menu the user will need to enter the assigned password You can use this check box for two purposes If you publish the configuration password to the user only the phone user would be able to change the phone configuration If you do not publish the configuration password you can block the phone user from changing the phone configuration Default Trunk Access Code Lets you set the ...

Page 250: ...nsion use SRTP SRTP is a version of RTP that provides confidentiality and message authentication Since the SRTP session key is sent in the SIP signaling via SDP the key can be exposed to eavesdropping So 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 T...

Page 251: ...image is loaded to the correct directory before you reset and download firmware NAT Setting This setting is for a remote IP phone with a private address and behind NAT When connecting to the AltiGen system the system will use this information to execute the NAT traversal for the IP phone The NAT status and address are read only fields NAT Status Indicates if the IP phone is behind a NAT router Rea...

Page 252: ...of a datagram Default is 0 higher is better Bits 3 4 5 represent the following D requests low delay T requests high throughput R requests high reliability Enable VLAN If your network administrator has configured VLAN check this check box to enable VLAN for the selected phone Then enter the VLAN ID for the line port voice service and the VLAN ID for the PC port data service Get these IDs from your ...

Page 253: ...responds to the phone type and configure the programmable keys plus the Display Workgroup Status field on the Alti IP 600 and IP 705 phones Programmable key settings are described in the next table Figure 2 IP Phone Configuration window 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 254: ...hen selected this programmable key can be configured by the administrator only Enter a valid number 0 9 or F Flash in the field below One use for this can be to tag a call with an account code by pressing one button For example entering F 321 in 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 t...

Page 255: ...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 phones get their IP address from a single DHCP server some IP phones will get the wrong server IP address You need to disable the auto discovery feature for those IP phones that log on t...

Page 256: ...CM 6 5 Administration Manual 1 Open the DHCP configuration window 2 Right click the server and select Set Predefined Options 3 Click the Add button The Option Type dialog box appears Right click the server and select Set Predefined Options Click the Add button ...

Page 257: ...ddress Data Type String Code 120 Description AltiGen Server IP Address 5 Click OK twice 6 Under the DHCP scope you created is a field labeled Scope Options Right click Scope Options and select Configure Options The Scope Options dialog box appears Check option 120 and enter the IP address of your MAXCS server in the String value field ...

Page 258: ...he IP phone configuration by using 2 enter in the IP phone menu Auto Discovery will be enabled by default Possible scenarios During the IP phone s start up stage if Enable DHCP is ON and Auto Discovery is set to YES the IP phone configures its IP address from DHCP and at the same time it gets the MAXCS SERVER address from DHCP option 120 The user is then prompted to set his extension number and pa...

Page 259: ...ery menu item set to NO To disable auto discovery on all phones do not set DHCP option 120 or delete it if you have already set it When auto discovery is disabled the MAXCS SERVER address must be set manually When You Have Two AltiGen Servers in the Same Network If there are two AltiGen servers in the same network some IP phones will get the wrong server IP address and cause log on failure See the...

Page 260: ...Configuring Auto Discovery of Server IP Address 246 MAXCS ACM 6 5 Administration Manual ...

Page 261: ...operty 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 ...

Page 262: ...mobile trunk connections A mobile trunk can be assigned a Group ID and mobile extensions can be assigned to the appropriate group An analog trunk can be dedicated to one mobile extension user A PRI trunk and SIP trunk can only be shared by all mobile extension users Configuring the MobileExtSP Board Note For a Softswitch with a multi gateway system your Release 6 0 MobileExt configuration files ar...

Page 263: ...oard 1 In the Boards window double click the MobileExtSP board In the Board Configuration window double click a channel group Figure 2 Opening the Mobile Extension Board Configuration dialog box The Mobile Extension Board Configuration dialog box appears 2 Click the Add Remove button to add mobile trunks ...

Page 264: ...s like PSTN SIP or cell phone gateway You can assign a mobile extension to use a specific trunk group For example 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...

Page 265: ...nd caller ID only Replace with following number DNIS Access Numbers If a PRI trunk is used 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 tab...

Page 266: ...tSP 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 doub...

Page 267: ...ile Communicator application and it is used 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 ...

Page 268: ...either Press Any Key To Answer Call or Play Phrase After Answered And you can select Play Phrase Before Dial Tone You can use the Apply button to apply selections in this panel to other mobile extensions Note For mobile extensions running MaxMobile Communicator you should clear all three check boxes in the Phrase panel Press Any Key To Answer Call when a call is answered by this mobile extension u...

Page 269: ...list Voice Mail for Mobile Extensions When the mobile extension phone is turned off or busy messages can go to the extension s voice mail in MAXCS or to the mobile phone s voice mail To send a call to the mobile extension s voice mail in MAXCS check the Press any key to answer call check box If the mobile phone is running MaxMobile Communicator this check box should never be checked To send a call...

Page 270: ...Mobile Extension Limitations 256 MAXCS ACM 6 5 Administration Manual Only analog trunks can be allocated as dedicated mobile trunks ...

Page 271: ...8 members An extension can belong to multiple hunt groups Although a hunt group has call queuing capability 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...

Page 272: ... members from huntgroups Mail Management capacity and feature options for hunt group mailboxes Notification preferences and options for voice mail 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 ...

Page 273: ...ibutes in the Huntgroup Configuration General tab To set Group Information type in the following 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 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 pass...

Page 274: ...ler can dial into the system log in to hunt group voice mail and make or return calls from the group s voice 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 n...

Page 275: ...nfigured to Ring All Available Members the maximum number of members is 20 See Setting Call Handling Options for details To remove extension s from a hunt group 1 Click the extension number s in the Member list 2 Click Remove to move them to the Not Member list Setting Login Status for System Restart Whenever the system is restarted the administrator can use the drop down list at the bottom of the...

Page 276: ...pply mailbox settings to one some or all huntgroups See Apply to Button on page 258 for more information on using Apply to Disabling a Mailbox When you disable a mailbox the normal greeting is played but callers cannot leave messages Setting E mail Options On the Mail Management tab you can set the e mail options for the hunt group E mail Name the hunt group s e mail name without the domain The de...

Page 277: ... hunt groups using Apply to Parameter Description Announce Message Sender Before Playback Selected the user hears the name of the message sender internal sender only before listening to recorded 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 t...

Page 278: ...ply to Button on page 258 for more information on using Apply to Setting the Message Types for Notification Select the types of messages for which the hunt group user will be notified None selected the user is not notified with a call regarding newly received messages Selecting this option does not prevent the user from getting message waiting indicators or stutter dial tone when new messages are ...

Page 279: ...re Note The Reminder Call will not work with this selection 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 General tab which is then displayed on the user s pager For the operator assisted paging function the operator phone number and the pager number must be entered in the...

Page 280: ...e 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 Seconds after Ans...

Page 281: ...lect from the following forwarding options Group Queue The caller will stay in the hunt group 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 The caller will be forwarded to the hunt group voice mail box when all agents are busy AA forward caller to an auto attendant Extensi...

Page 282: ...system rings the first available agent and the call is not answered If all agents in the hunt group are rung and no one answers the call the system will use the Group RNA Logout Handling rule Enable No Answer Handling is not available if Intra Group Call Distribution is set to Ring All Available Members To configure this option check the Enable No Answer Handling box Select one of the following fo...

Page 283: ... a hunt group Note When this option is enabled a single hunt group can have no more than 20 members In addition calls to the hunt group with this option enabled have higher priority than other hunt group calls Therefore if an agent belongs to multiple huntgroups one of which has this option enabled a call to that hunt group will be distributed before others regardless of its Wait Time in the queue...

Page 284: ...on or you can set up a custom configuration Figure 6 Huntgroup Configuration Queue Management tab The default audio peripheral setup is discussed in Audio Peripheral Configuration on page 66 Setting a custom configuration in the Queue Management tab involves selecting other available phrases from the drop down lists Depending on how long the caller is in the queue the caller will hear phrases 1 5 ...

Page 285: ...ssion requires one G 711 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 th...

Page 286: ...p in the Add New Group dialog box 3 Check the Global Group check box if you want this group to be visible to other gateways 4 Click OK 5 In the 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 D...

Page 287: ... state is Login Paging group members can use 54 to perform group login or 56 to log off If a member is logged off then it will not receive group paging To remove members assigned to a Paging Group 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 a...

Page 288: ...274 MAXCS ACM 6 5 Administration Manual ...

Page 289: ...one users Executive assistance call coverage Night hours call coverage Overflow new workgroup calls to a Line Park Group when the queue length or queue time is too long Implementation notes 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...

Page 290: ...park select PBX Line Park Configuration Figure 1 Line Park Configuration window To set up a Line Park Group 1 In the Line Park Configuration window click the Add button below the Groups list 2 Enter a name in the Add Line Park dialog box and click OK 3 Select line ID numbers from the Non Member List and click the Add button to add them to the Member List ...

Page 291: ...ption to have the system play the greeting phrase you select from the drop down box before playing music on hold Specify whether to play the greeting once only or every x seconds 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...

Page 292: ...ing 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 it allows a user t...

Page 293: ...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 294: ...ber 53 Agent 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...

Page 295: ...rror 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 ca...

Page 296: ...ing workgroups setting their attributes and assigning group members To open the Workgroup Configuration window select Call Center Workgroup Configuration Figure 1 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 and call rec...

Page 297: ...y those changed attributes that can be applied Setting Up Workgroups Set up new workgroups in the Workgroup Configuration window To create a workgroup 1 Click the Add button under the Group List The Add New Group dialog box opens 2 Type in a group number for the workgroup 3 Check the Global group check box if you want the group to be visible to other gateways 4 Click OK Establishing Basic Workgrou...

Page 298: ... regulates workgroup call forwarding voice mail notification and reminder call configuration If this setting is not checked you will see a warning message pop up when trying to set up forwarding to an outside number International calls are not allowed if the fourth option is not checked Allow Outside Caller to Make or Return Calls from within Group s VM System when checked an outside caller can di...

Page 299: ... 00 00 a m and is reset daily The calculated number will be output to the MaxAgent and MaxSupervisor applications The Service Level Calculations Options button opens the following dialog box Figure 2 Service Level Calculation dialog box In the Method Options section select one of the following TSL Total Call Service Level the service level calculation is TSL Total WG inbound calls within SLT Total...

Page 300: ...tral location records calls on demand which are saved to a central location defined in Recording Configuration on the System menu see page 109 this option requires that either a shared Concurrent Recording Session license is available or that a dedicated Recording Seat license is assigned to each workgroup member configured in Extension Configuration Record on demand to extension VM records calls ...

Page 301: ...ers the connected state and ends when hang up or flash is pressed or when the call is transferred The recording setting at Extension Configuration applies only to non workgroup calls The recording setting at Workgroup Configuration applies only to workgroup calls To allow an agent to record all calls non workgroup and workgroup both recording settings must be enabled When an agent logs in to a wor...

Page 302: ...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 300 for details By default a newly added member has the Skill Level set to 1 4 To change the Skill Level designation for a member double click the member in the Member...

Page 303: ...in Status 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 membe...

Page 304: ...up Configuration window then click the Business Hours tab Figure 5 Workgroup Configuration Business Hours tab Set the business schedule parameters as follows Parameter Description Business Hour Use the drop down list to select a Business Hours profile to apply to the workgroup profiles are configured in the System Configuration window see Setting Business Hours on page 54 ...

Page 305: ...tion window available from the System menu To an Extension select an extension from the drop down list To a Group select a group from the drop down list To the Operator To an Outside Number if you choose Outside Number select a trunk or route access code to use in the small drop down list on the left and type in the full prefix and phone number To an App Ext when used in conjunction with a third p...

Page 306: ...the caller and set the SKLR number in several places The auto attendant depending on the caller s responses see Configuring Menu Items on page 94 The DNIS number the caller dialed depending on how you have set up your DNIS numbers see Defining DNIS Routing on page 180 The caller ID see Defining Caller ID Routing on page 179 The Advanced Call Router You can define SKLR in each rule entry in the Cal...

Page 307: ...r and higher This setting must be configured To further help ensure that a workgroup is handling calls in a timely manner you can specify how many seconds a caller can be in queue before opening the call to agents with the next skill number up or the next skill number down in successive steps To set skill based routing rules 1 In the Workgroup Configuration window Skill Based Routing tab select th...

Page 308: ...nt with skill level 2 or 3 3 To increase coverage of calls check the Enable SKLR Expansion check box This check box is available if you selected the Equal or Lower option or the Equal or Higher option 4 For each level specify the number of seconds a call can be in queue before the system will include the next level of agents in the pool of agents who may handle the call Either use the Up Down arro...

Page 309: ...gents with skill level 7 8 and 9 are able to handle the call 3 If the caller stays in queue for more than 90 seconds the caller s SKLR will be escalated to 1 because all other escalation wait times are set to 0 seconds The call will be distributed to any idle agent in the workgroup Setting Workgroup Mail Management The Mail Management settings define how voice messages are handled for a workgroup ...

Page 310: ... ext followed by the workgroup number For example the default e mail name for workgroup 500 would be ext500 Retrieve Voice Mail by E mail Client selected this sends voice mail to the user extension as an e mail attachment Deselected voice mail is retrieved as voice mail Enable Mail Forwarding selected the workgroup s e mail will be forwarded to the e mail address you specify in the Forward E mail ...

Page 311: ...nounce Message Sender Before Playback Selected the user hears the name of the message sender internal sender only before listening to recorded 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 Distinctiv...

Page 312: ...figure Message Notification within the AltiGen Voice Mail System Note You can use Apply to to apply mailbox settings to one some or all workgroups See Apply to Button on page 283 for more information on using Apply to Setting the Message Types for Notification Select the types of messages for which the workgroup user will be notified None selected the user is not notified with a call regarding new...

Page 313: ... user s pager For the operator assisted paging function the operator phone number and the pager number must be entered in the phone number pager number format For example if the phone number to call the pager operator is 7654321 and the pager number to page the user is 12345678 the notification outcall number that needs to be entered is 7654321 12345678 When the pager operator answers the Message ...

Page 314: ...n answer supervision signal check this option and set a delay time Default 5 seconds maximum 30 seconds Seconds after Answered If the answer supervision signal is provided by the carrier check this option and set the delay timer to 2 to 5 seconds In some cases the pager carrier cannot detect DTMF right after the call connection Default is 10 seconds maximum is 30 Note You may need to try a differe...

Page 315: ...up Queue The caller 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 C...

Page 316: ...em rings the first available agent and the call is not answered If all agents in the workgroup are rung and no one answers the call the system will use the Group RNA Logout Handling rule Enable No Answer Handling is not available if Intra Group Call Distribution is set to Ring All Available Members To configure this option check the Enable No Answer Handling box Select one of the following forward...

Page 317: ...call to the next member configured in a workgroup regardless of whether the previous member is busy or not In other words if the previous call was sent to 3 in the group the present call is sent to 4 if 4 is not busy Ring All Available Members all extensions in a workgroup Note When this option is enabled a single workgroup can have no more than 20 members In addition calls to the workgroup with t...

Page 318: ...1 When Skill Based Routing is selected the agent with longest idle time will be selected to take the call when multiple agents with the same skill level are idle Enable Single Call Handling for Agents Check this check box to enable single call handling for workgroup agents Note If single call handling is enabled and the agent has one or more calls on hold MAXCS will not distribute the call to this...

Page 319: ... customer attributes and an agent s skill is the same for all workgroups you can increase the priority weight to 9 and lower the skill weight to 1 to have a call with higher priority answered first Assuming all calls priority is the same and agent s skill level is the same for all workgroups you can use this scoring system to prioritize workgroups For example assign priority weight 9 to the most i...

Page 320: ...om configuration The default audio phrases are discussed in Audio Peripheral Configuration on page 66 Queue Announcement You can set up the system to announce a caller s queue status 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 th...

Page 321: ...Expected Wait Queue Time 1 to 10 minutes This field defines the expected queue time to be announced during the sampling period Queue Overflow Forwarding The Queue Overflow Forwarding options are for handling long queues or long wait times for callers When a queue exceeds a set number of calls or callers are waiting beyond a set length of time calls can be automatically forwarded to a voicemail box...

Page 322: ...calls to a pager is possible but not recommended since callers will only hear what is heard when calling a pager and will not know to enter a return phone number unless instructed App Ext when used in conjunction with a third party notification application this feature enables an extension to connect to an application that can receive the notification event use the drop down list to choose the log...

Page 323: ...ue Management Advanced Queue Control To configure options for advanced queuing control click the Setup button This opens the Advanced Queue Management AQM application configuration window with tabs for configuring Announcement Menu Selection and Queue Overflow Announcement The Announcement tab allows for configuration of queue announcements Figure 13 Workgroup Configuration Advanced Queue Manageme...

Page 324: ... selection that can be made available to callers in queue When a workgroup queue is controlled by the Advanced Queue Management application calls in queue will hear a menu prompt The menu will allow callers to take certain actions based on digit input and callers can also hear one or more phrases associated with the actions Figure 14 Workgroup Configuration Advanced Queue Management Menu Selection...

Page 325: ...time longer than can be between 0 and 200 minutes This is the time that a call must have been waiting in queue for the call to be overflowed Service level lower than can be between 0 and 100 This is the percentage of calls in queue longer than service level threshold Action select from one of the following options Overflow existing call in the queue to first in first out Overflow new incoming call...

Page 326: ...6 Workgroup Configuration Queue Management tab Application Extension Queue Control 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 Logo...

Page 327: ... the text box next to the code you want to associate with the reason MaxCall Configuration The MaxCall Configuration screen is for entering Transmit CID numbers to be used when an agent uses the MaxCall application to play a phrase to a callee The campaign names and transmit CIDs you enter here appear in a drop down list on the MaxCall tab in MaxAgent MaxCommunicator and MaxOutlook The agent selec...

Page 328: ... ID to transmit to the callee when an agent makes a call and uses MaxCall to play a phrase to the callee s phone To add a Transmitted CID 1 Click the Add button The Campaign and Transmitted Caller ID dialog box opens 2 Enter a campaign name and a caller ID to transmit when this campaign is chosen by the agent 3 Click OK The campaign names and caller IDs then appear in MaxAgent MaxCommunicator and ...

Page 329: ...15 To edit a Transmitted CID 1 Select a campaign and click the Edit button The Campaign and Transmitted Caller ID dialog box opens 2 Make your changes and click OK To delete a Transmitted CID Select the campaign and click the Delete button The entry is deleted ...

Page 330: ...MaxCall Configuration 316 MAXCS ACM 6 5 Administration Manual ...

Page 331: ...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 332: ...lso only the system administrator 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...

Page 333: ...he top of the window you can choose to display outdated meetings by checking the Display Outdated Meetings check box Deselect the check box to hide outdated meetings Select an existing meeting to perform a function on it for example to start or stop 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 fr...

Page 334: ... Create Meeting dialog box opens The following parameters apply to all meetings Parameter Description ID The conference ID is created by the system Scheduler The name of the person scheduling the meeting Schedule Time The time the Create Meeting dialog box was opened to create this meeting Subject Identifies the subject or type of meeting What you enter here should be easily identifiable in the me...

Page 335: ... 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 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 dow...

Page 336: ...eting will occur 5 In the Range of Recurrence panel use the Calendar button to select a date for the first meeting 6 Select End after x occurrences and choose the number of times the meeting is to occur or select End by and click the Calendar button to specify a date at which the meetings will cease Monthly Meeting If you select Monthly from the Frequency drop down list these are your options in t...

Page 337: ...n to select a date for the first meeting 6 Select End after x occurrences and choose the number of times the meeting is to occur or select End by and click the Calendar button to specify a date by which the meetings will cease E mailing a Meeting Invitation In the MeetMe Conference window click the button to see an automatically generated meeting invitation It will look something like this In the ...

Page 338: ... invitation when MeetMe Conference pastes it into Outlook Starting and Stopping a Meeting The meeting host and the MaxAdmin Admin can start and stop a meeting To start a meeting select the meeting in the MeetMe Conference window and choose Start Once the meeting is started the host can log into it described in the following section To stop a meeting before its scheduled duration is over select the...

Page 339: ...onference extension number Users calling through a trunk must first dial the company number then the MeetMe Conference extension number Users are prompted to dial the meeting number If the meeting has not yet been started the user hears an appropriate message and can try again later If a passcode is required the user is prompted to enter the passcode ...

Page 340: ...Joining a Meeting 326 MAXCS ACM 6 5 Administration Manual ...

Page 341: ...ments 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 I...

Page 342: ...mat 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 identifiers allowing up ...

Page 343: ...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 server side applying QoS ...

Page 344: ...ld 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 Buffer in Enterprise...

Page 345: ...packets This is especially important with long access lists and or slow routers Network Using NAT If you plan to connect to your MAXCS 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 MAXCS ACM server s ...

Page 346: ...col and SIP protocol implementation to correctly 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 con...

Page 347: ...et via Router 2 Router 2 can also sit behind a DSL Cable Modem Setup For the Corporate LAN MAXCS MAXCS is installed private IP address 192 168 1 2 The 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 th...

Page 348: ...out in which there are two private networks the corporate LAN and branch office LAN The VPN tunnel connects the two private networks such that the two networks access each other with a private IP address In the corporate network MAXCS is installed on a host with 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 route...

Page 349: ...to honor VoIP RTP packet transmission An easy example for a VPN resolution is with the Linksys EtherFast VPN router1 Router 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 produc...

Page 350: ...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 enabled gatewa...

Page 351: ...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 352: ...and recommended 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 ...

Page 353: ...e when launching 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...

Page 354: ...ed to have both Route Access Code and IP Trunk Access Code configured If one or more member systems are not configured properly this message pops up Multisite routing may fail if Route Access Code and IP TrunkAccess Code are not configured Upon successful login Enterprise Manager opens as in the following figure ...

Page 355: ... redirect AltiGen IP phones Displays the configuration and informational tabs listed in the next section Codec button lets you configure individual codec profiles silence suppression codec jitter buffer range RTP packet length DTMF delivery enable disable SIP early media and SIP transport User button displays information about extensions in the VoIP domain and lets you change an extension to globa...

Page 356: ...s you specify an inter gateway codec and define IP device ranges to which you can assign a codec profile Number Plan tab displays the number plan information that is set up in MaxAdmin System Configuration window Number Plan tab Changing the Enterprise Manager Password Only a person with DomainAdmin rights can change the Enterprise Manager password To change the password click the Password button ...

Page 357: ...an set or modify codec profiles click the Codec button in the Enterprise Manager toolbar The following window opens Figure 1 Codec profile setting window in Enterprise Manager Named codec profiles are listed on the left To create a new profile click the Add button The Add Profile dialog box opens ...

Page 358: ...odec profile You can modify the name and click Apply The Default profile name cannot be changed Codec There are several options G 711 Mu Law Prefer G 723 1 support G 729 Prefer G 729 support G 723 1 G 711 A Law Prefer G 711 Mu Law support G 711 A Law Prefer G 711 A Law support G 711 Mu Law G 711 provides toll quality digital voice encoding and G 723 and G 729 use low rate audio encoding to provide...

Page 359: ...nds The RTP packet length can be set to 10 20 or 30 milliseconds The smaller the packet length the larger the bandwidth required G 729 RTP Packet Length ms Lets you configure the length of the RTP packets for G 729 in milliseconds The RTP packet length can be set to 10 20 or 30 milliseconds DTMF Delivery Applies to SIP protocol only Default If SIP INFO is used to deliver DTMF RFC 2833 The DTMF pay...

Page 360: ...hat 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 along with the Internet Protocol IP to send data in the form of message units between computers over the Internet TCP is known as a connection oriented protocol which means that a connection is establi...

Page 361: ...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 supports it then the codec profile policy holds To set IP address ranges and assign codec profiles to them in Enterprise Manager click the IP Codec tab By default all private addresses are set to G 711 codec only You can add indi...

Page 362: ...te 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 Intranet Pipe NAT support when the server is behind a NAT router The Public Pipe is the WAN c...

Page 363: ... does not require IP address translation which 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 ...

Page 364: ...t it and click the Edit button To remove it select it and click 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 session...

Page 365: ...or AltiClients you need to configure MAXCS and the NAT router to make MAXCS 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 ...

Page 366: ...cs window in MaxAdmin View Current Resource Statistics All the ports are listed in the Local Ports column Implementation details After 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...

Page 367: ...ing Table tab in Enterprise Manager The left side of the window displays the VoIP domain name the server ID length and the name ID and statuses of the global servers in this Domain To add an entry to the IP Dialing Table click the Add button below the table The following dialog box opens ...

Page 368: ...he system how long to wait for another entry before sending the digits Dialing Scheme Overlapping ATGN allows the terminal to omit part of the digits required to complete a call while buffering the remaining digits This results in faster response time but it only works if the other end is also a MAXCS system Enbloc allows the system to buffer all of the digits required to complete a call Protocol ...

Page 369: ...in automatically Any changes in the global configuration are propagated in real 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 Enterprise Location Manager window opens P...

Page 370: ... when the Domain Admin adds this location into the domain To reduce the complexity of administration you can use the same key for all member systems The Enterprise Location Manager window will look something like this 4 Click Create domain and join as master A dialog box opens 5 Enter the IP address of this system If this system has multiple IP addresses enter the one that can communicate with oth...

Page 371: ...elect VoIP Multi Site Domain Configuration The Enterprise Location Manager window opens The name of the server and the name of the AltiGen product appear in the top box 3 Check the Allow this server to be added to domain check box 4 Enter the name of the VoIP domain that you want this server to be a part of 5 Enter a member key for this server The Member Key is the security password when the Domai...

Page 372: ...selecting a server and clicking the Set as Master button Before you can add a server to the VoIP domain you must have declared it in MaxAdmin see Declaring Additional Servers for the VoIP Domain on page 357 These are the fields in the Global Server Location panel Parameter Description Domain Name The name of the VoIP domain Server ID Length Length is from 1 3 See Changing the Server ID Length on p...

Page 373: ...respectively If you change the length from 3 to 2 the original IDs 112 and 311 will become 12 and 11 It is advisable to keep the original length 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 th...

Page 374: ... slave server crashes or for some other reason disconnects and never returns by itself into the domain you will have to manually rejoin it to the VoIP domain 1 Rebuild the slave if necessary 2 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 be...

Page 375: ...r to 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...

Page 376: ... redirection can access their voice messages from both the primary and alternate servers If the Primary or Alternate Server Is Behind NAT When you configure the redirection feature for 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 b...

Page 377: ...Standby When the primary server is recovered the status is Standby If the current active system is the alternate server only clicking the Switch Back to Home Server button in Enterprise Manager can switch the control from the alternate server back to the primary server Before manually switching back the status of the primary server should be Standby After you have manually switched back the status...

Page 378: ... each MAXCS in Enterprise Manager The default PSTN number is the main number of each MAXCS site To enable global extension rerouting 1 In Enterprise Manager click the Servers button and then the Information tab 2 In the Global Extension Re Routing panel check Re route outgoing calls when SIP tie trunks are unavailable 3 Enter a PSTN number in the PSTN Number for Re routed Incoming Calls field if d...

Page 379: ...lected system maintains this extension in the extension list because it is a Global extension of another member system If you see an extension 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 extensio...

Page 380: ... not defined as Global when created in Systems B and C This conflict requires resolution or else System B and C users cannot dial to the Global extension in System A 4 Extension 404 is created in Systems 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 ...

Page 381: ...op up when you click the Change to Global button asking for confirmation Changing an Extension s Scope from Global to Local If you want to change an extension s scope from Global to Local you can highlight the extension and click the Change All Global to Local button This extension s scope in other member systems will be impacted after Global is changed to Local Using the previous case as an examp...

Page 382: ...te a global extension from one system to another In addition a user may be allowed to relocate a global extension by using the feature code 27 To allow a user to use this feature check the appropriate check box in the Relocation panel on the Resolve tab The behavior of this feature differs depending on whether an analog or IP phone is being used See page 370 Note The check box is available only if...

Page 383: ... list The Relocation panel shows where the extension is located 2 From the To drop down box select a different system for the extension 3 To move the extension s voice mail along with the extension check the Relocate VM check box Then select either Relocate VM Now or Relocate VM after x hour s Note Because moving the voice mail requires network bandwidth you may want it to move when system usage i...

Page 384: ...en inputs the global extension number and password The global extension is then relocated to this IP phone If system B does not have a prior record of this extension it will create a new extension with known information and the following settings Enable IP Extension and Dynamic IP Address settings will be selected automatically in MaxAdmin Extension Configuration window The newly created extension...

Page 385: ...ure an IP phone to redirect 1 In Enterprise Manager click Users button Resolve tab 2 Select a global IP phone whose server has an alternate server assigned Note The AltiGen IP extension may need to be pre configured on the alternate server to match its configuration on the home server so that it works as expected For example the alternate server may have a different call restriction policy The ext...

Page 386: ...ems can be assigned to different departments A department can also be assigned to a global extension and can be seen across the Enterprise domain In MaxAdmin the department field can be seen on the Extension General tab In MaxCommunicator the department is displayed on the Directory and Monitor tabs In Enterprise Manager the department is displayed in the User list Departments can also be seen in ...

Page 387: ...untry code 44 you 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...

Page 388: ...he Global Least Cost Routing table select 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 1...

Page 389: ...n 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 390: ...When Information May Be Out of Sync 376 MAXCS ACM 6 5 Administration Manual ...

Page 391: ...erver 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 379 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 con...

Page 392: ...vice 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 the...

Page 393: ...unk 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 stil...

Page 394: ...n 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 buffered rec...

Page 395: ...se 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 2 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 the AB Sw...

Page 396: ...everal 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 382 Note This option is only available for the standby system Once redundancy switchover o...

Page 397: ...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 server s I...

Page 398: ...ess 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 ...

Page 399: ...ve the shared NIC to be the first one in the Connections panel 8 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 400: ...ble Virtual IP Addresses Support 3 Click the Advanced button 4 Double click the VM Server IP address to configure the address Monitor Status Configure Addresses for Enterprise and VM Servers You can monitor the status and configure the addresses of the Enterprise server and the Voice Mail server To do so in MaxAdministrator select System Softswitch Component Management Applications Server tab ...

Page 401: ...s of the Softswitch Server Changes Configure the new address on the VM server and the Enterprise server VM Server If the address of the Softswitch is changed you need to configure the new address on the VM server so that the VM server can connect to the correct softswitch Do this using the Voice Message Server Utility Run AltiServ exe VMMonitor exe to launch the utility shown in the following figu...

Page 402: ...lick the Configure button beside the Current Server Address field to change the address Enterprise Server If the address of the Softswitch is changed you need to configure its new address on the Enterprise server so that the Enterprise server can accept the new Softswitch connection To do so ...

Page 403: ... 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 days ag...

Page 404: ...es If 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 ...

Page 405: ...e 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 redundancy IP addres...

Page 406: ...ct 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 switched from th...

Page 407: ...MP Simple Network Management Protocol configuration screen all available from the Report menu System Summary Report The System Summary report provides summary information on extensions trunks and workgroups configured in the system To open the System Summary report window select Report System Summary or click the Summary button on the toolbar Figure 1 System Summary window ...

Page 408: ...information You can print this report by clicking the Print button IP Cumulative Traffic Statistics To view a report of all cumulative IP traffic click Reports IP Traffic Statistics The IP Cumulative Traffic Statistics window displays IP trunk traffic information for all calls Figure 2 IP Cumulative Traffic Statistics window This window displays the following data Parameter Description Internet Ad...

Page 409: ...e 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 that is SNMPv3 supported for receiving and collection If you re not alr...

Page 410: ... 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 detects its avera...

Page 411: ...e 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 HMCP Media Ser...

Page 412: ...dition 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 traps is 30 ...

Page 413: ...ange 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 2007 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 b...

Page 414: ...nd the Exchange Server system must belong to the same domain with a network throughput rate of no less than 100Mbps and without any Web proxies in between AltiGen Services must be installed 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...

Page 415: ...ia Active Directory Users and Computers see Figure 2 4 If MAXCS was already installed on the system do the following a Create a new domain user account and add it to the Domain Admin group via Active Directory Users and Computers b Move the MAXCS server to the Domain c Use the AltiPassword change utility C AltiServ Exe AltiPwdChange exe to change all AltiGen service accounts to run as this new use...

Page 416: ...soft Exchange Integration 402 MAXCS ACM 6 5 Administration Manual Figure 2 Add the user created by the MAXCS install program or created by you in step 4 to the Domain Admin group in Active Directory Users and Computers ...

Page 417: ...ng steps 1 Add Exchange Integration licenses to MAXCS see Figure 3 Figure 3 Adding Exchange Integration licenses in MAXCS 2 In the Exchange Management Console create a mailbox for the service account that was created during installation or created by you in step 4 above see Figure 4 Figure 4 Creating a mailbox for the service account created during installation ...

Page 418: ...in order for Exchange integration to work properly 5 MAXCS matches the mailbox on the Exchange Server via the display name which is a combination of FirstName LastName In the example in Figure 6 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 6 First name and last name in MAXCS must match th...

Page 419: ...figuration screen s Mail Management tab see Figure 7 Make sure that the E mail Name field contains alphanumeric characters only and does not contain other characters such as spaces or periods Figure 7 Assigning the Exchange Integration license to a user Note Each user needs to access their mailbox once via an e mail client Outlook Outlook Express Outlook Web Access before synchronization will star...

Page 420: ...ement Console go to Organization Configuration Unified Messaging and click New UM Dial Plan Figure 8 Creating a new UM dial plan In this example the name of the dial plan is LeslieXiaSS 2 Enter a name for the dial plan and length of extension numbers The digit length must be the same as the extension number length in MAXCS Then click New When you create a dial plan a default UM Mailbox Policy is c...

Page 421: ...en you create a new dial plan 3 After creating a dial plan open its Properties dialog box select the Settings tab and change Audio Codec to G 711 see Figure 10 4 Click OK Figure 10 Changing Audio Codec to G711 5 Add your MAXCS server as a UM Gateway Go to Organization Configuration Unified Messaging UM IP Gateways New UM IP Gateway ...

Page 422: ...e of the gateway b Enter the IP address of your MAXCS server c Browse for and select the dial plan you just created d Click New 6 If your system has multiple gateways repeat step 5 to add all of your gateways as UM IP Gateways 7 Associate your dial plan to the Exchange Server UM To do this in the Exchange Management Console go to Server Configuration Unified Messaging select the server and click P...

Page 423: ...to the list of associated dial plans 8 Click the UM Settings tab click Add and add your dial plan to the list of associated dial plans This completes all system wide settings in Exchange Server 2007 Configuring UM Settings for Each User With all system wide settings in Exchange Server 2007 complete configure the UM settings for each user ...

Page 424: ...ect Enable Unified Messaging from the Actions pane Figure 13 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 14 The policy associated with the dialing plan we just created is LeslieXiaSS Default Policy ...

Page 425: ...e 6 Repeat steps 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 2007 in Native or Bridged mode to Call a personal contact or a contact from the database Return a call from Exchange 2007 voice mail Note Unlike with AltiGen s Zoomerang feature a user calling out from voice mail cannot go back to the Exchan...

Page 426: ...ode 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...

Page 427: ... for in country region and international calls that will be placed by UM enabled users Each dialing rule entry that is defined on the dial rule group determines the types of calls that users within a specific dial rule group can make Figure 17 Adding Dial Rule entries in the Dialing Rule Groups tab For a Dialing Rule Entry see Figure 17 the following are required Name Select a name of an existing ...

Page 428: ... for local calls and can be configured for private voice numbering plans Any wildcard 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 d...

Page 429: ...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 430: ...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 431: ...ver in both the From and To fields Be sure that this IP address does not fall into any other device range Check the IP Codec tab and the IP Dialing Table tab 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 Integratio...

Page 432: ...Outlook and check for the message in the inbox The message should be titled Voice mail from xxx and include the voice mail as a wav attachment To check Message State Change Notification 1 Log in to extension 100 s voice mail from a phone The message you left in the preceding step should be there as a new message 2 Save the message by pressing 3 Within approximately a minute the message in Outlook ...

Page 433: ...port To gather trace files 1 Log in to Admin first with the password jazzy and then with your own Admin password 2 Select Turn AltiTrace On and click Apply 3 Select VM and SP Log Dump 4 To view logs go to AltiServ Log VM ExchIntg To avoid extension in use message When synchronizing with Exchange Server the mailbox needs to be locked If the extension has a lot of messages it could take some time bu...

Page 434: ...ccount for the AltiGen Exchange Integration Service Using the AltiGen service account will provide you an audit trail that is invaluable while troubleshooting Depending on the number of voice mails 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 th...

Page 435: ...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 436: ...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 configured enter the Area Code and the number to dial to get an outside line us...

Page 437: ...ovider 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 addr...

Page 438: ... 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 2 and then add it back Repeat the verification of the AltiGen server IP extension a...

Page 439: ...umber 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 ta...

Page 440: ...l 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 windo...

Page 441: ...e 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 entry ...

Page 442: ...Setting Up the Client 428 MAXCS ACM 6 5 Administration Manual ...

Page 443: ...dmin 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 have an AltiGen SDK ...

Page 444: ...Test Tool from Start All Programs MAXCS Gateway Tools CT Bus Test Tool 3 Click Start to begin the test 4 At the end of the test the utility provides pass or fail results Backup and Restore Utility 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 M...

Page 445: ...lder 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 Scheduling Bac...

Page 446: ...Under Components select the file groups you want to restore 4 Using the Restore From drop down list select the day you want to restore from or select Advanced to choose the restore folder Clicking Advanced displays a folder icon 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 ...

Page 447: ...acked record and reset the status Shows how many MaxAdmins are currently connected to the system By clicking Disconnect All you can disconnect all Admins from the local MAXCS system Launch the MaxAdmin Extension Security Checker from Start All Programs MAX Communication Server Utilities MAXCS Admin Extension Security Checker Figure 5 MaxAdmin Extension Security Checker Checking Extension Security ...

Page 448: ...tics for extensions you select in the Extension List display in the Unsecure Elements panel 5 Optional Click Export to export the data in the Extension List to a text file Note You are advised to run this security check periodically and remind extension users to use secure passwords Status Description Secure Pwd Internal Only Has secure password and cannot make outbound trunk calls Unsecure Pwd Pa...

Page 449: ...ced technicians It collects trace for diagnostic purposes and lets you upload the results 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 dia...

Page 450: ...description of the problem including the 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 ...

Page 451: ...ext files and then collects the text files AltiConnect Trace Dump Runs acdump exe to dump the AltiConnect Trace and then collects the trace If Trace Collector is running on the stand alone gateway machine this option is hidden Windows Event log Extracts the system and application event log from the Windows system altiserv txt atps cmdlog txt SIPPstnReg txt AltiBack_XXX trc AdvQOverflow log SipExtC...

Page 452: ...r in a new explorer window Upload Package to FTP Opens an FTP configuration dialog box After you complete the required configuration Trace Collector uploads the selected package to the AltiGen Tech Support FTP site Apply Configurations to 66 Apply time period trace category and storage folder to feature code 66 Trace Collecting Limitations If you run Trace Collector on MAXCS installed machine If M...

Page 453: ...t 2 Beside the Convert To field click the Browse button to select the destination folder for the converted files If they are prompts they should be placed in the C PostOffice phrases LangCustom directory on the gateway that is running MAXCS 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 Musi...

Page 454: ...nding a configuration file to AltiGen Technical Support check ReadOE Data File and select a folder for the dat file 3 Click Go A processing bar indicates the progress of configuration reading 4 When 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 ...

Page 455: ...orkgroup it cannot be converted to a non agent When an agent is converted to a non agent all workgroup related parameters will be cleared including wrap up time inter call delay and outgoing workgroup number To convert select the agent indicated by YES in the Agent field and click the Convert Agent button or double click the agent Non Agent to Agent To convert select the non agent indicated by NO ...

Page 456: ...ent to agent by selecting the agent and clicking the Convert Agent button or by checking the Agent check box in the Extension Configuration window before converting To convert select the hunt group indicated in the Type field and click the Convert Group button or double click the hunt group Exporting and Importing Extensions You can import and export extensions in a csv file and you can import ext...

Page 457: ...k values For example if the column Department is not included in the csv file but is configured in the extension that you overwrote the Department field is not reset to the default value when the extension is overwritten 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...

Page 458: ... Select the extensions you want to import You can use the Select All button but only records that have an extension number can be selected If an extension number is empty a warning message pops up 6 You can 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 b...

Page 459: ... opens 2 Click the Explore button and specify a name and location for the csv file you re about to create 3 Check the fields you want to export Use the Select All and Clear All buttons to select or clear all the check boxes Note You must export the extension number field 4 Click the Export button to save the extension configurations to a csv file A progress bar shows you the progress of the export...

Page 460: ...ager requires a Client SDK license To use the AltiGen Custom Phrase Manager 1 Open the tool from the Windows Start All Programs menu You ll see the login screen Enter the following MAXCS server address Manager Extension Manager Extension password If you 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 w...

Page 461: ...t 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 Phr...

Page 462: ... 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 phras...

Page 463: ... Click the Delete button A confirmation warning dialog box pops up 3 If you re sure you want to delete the phrase click Yes The phrase is deleted from the directory and from the table in AltiGen Custom Phrase Manager To Re record a Phrase To re record a phrase 1 Select the extension you will be using to re record the phrase 2 Select the phrase and click the Re record button The following dialog bo...

Page 464: ...Phrase Manager 450 MAXCS ACM 6 5 Administration Manual 3 Click the Re Record button 4 When finished recording press on the phone and follow the instructions you hear Also click OK in the dialog box onscreen when done ...

Page 465: ...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 466: ...If all configurations are correct the status should be shown as OK as in Figure 1 3 Click the Protocol button in the Channel Group Configuration dialog box to open the Protocol Configuration window Figure 2 Data Link Layer 4 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 Trunk...

Page 467: ...54 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 454 In call signaling configure the in call signaling value according to Table 1 on page 454 The circled fields in Figure...

Page 468: ...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 469: ...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 470: ... 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 471: ...set to 11113 1 For 6 digit DID set to 111113 1 For 7 digit DID set to 1111113 1 For 8 digit DID set to 11111113 1 Assume caller ID provided Incoming sequence same as above shown DID DNIS Caller ID In call signaling depend on how many DID digits For 3 digit DID set to 116 K 31 For 4 digit DID set to 1116 K 31 For 5 digit DID set to 11116 K 31 For 6 digit DID set to 111116 K 31 For 7 digit DID set t...

Page 472: ...t 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 set to 111115 K 36 For 7 digit DID set to ...

Page 473: ...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 474: ... 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 475: ...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 476: ...t 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 set to 111115 K 36 For 7 digit DID set to ...

Page 477: ...figure type and click OK Venezuela Nacional MFC R2 Set calling part category 1 Assume no caller ID provided Incoming sequence DID DNIS In call signaling depend on how many DID digits For 3 digit DID set to 113 6 For 4 digit DID set to 1113 6 For 5 digit DID set to 11113 6 For 6 digit DID set to 111113 6 For 7 digit DID set to 1111113 6 For 8 digit DID set to 11111113 6 Assume caller ID provided In...

Page 478: ...pen the Channel Group Configuration dialog box Figure 4 Physical Layer Consult your CO for Frame Type Line Code or Zero Code Suppression Do not check the System Clock Master check box because the CO is a clock pro vider and our system is synchronized to the CO If all configurations are correct the status should be shown as OK as in Figure 4 3 Click the Protocol button in the Channel Group Configur...

Page 479: ...MAXCS ACM 6 5 Administration Manual 465 Figure 5 Data Link layer What you should select in the B Channel Maintenance Message drop down list depends on what country you reside in see Table 2 on page 466 ...

Page 480: ...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 481: ...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 482: ...SOC 6 0P AS 2 T1 Channel Assignment Trunk Type In Out or 2 Way recommended Channels Assigned 24 Enter partial channels if you wish to subscribe to both voice and data service Hunting Most Idle Least Idle Ascend 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 s...

Page 483: ...r Frame SF D4 Extended Super Frame ESF recommended Line Coding Alternate Mark Inversion AMI B8ZS recommended Physical Termination RJ 48X or RJ 48C Wire 4 wires PRI Channel Assignment D Channels Assignment 24th channel channel ID 23 Note MAXCS can configure any channel in a PRI span to be the D channel The default setting is the last channel Every span should select a D channel within the span Shar...

Page 484: ...ormation for E1 with Voice Switch Type Austel TS014 ETSI NET5 recommended NT DMS 100 Framing No CRC recommended CRC4 Line Coding Alternate Mark Inversion AMI HDB3 recommended Physical Termination RJ 48X or RJ 48C Wire 4 wires E1 Channel Assignment Data Channels Assignment 1st channel channel ID 0 Channels Assignment 17th channel channel ID 16 Hunting Most Idle Least Idle Ascend Descend DNIS Digits...

Page 485: ...n Windows 2008 system BasePort 49152 When MAXCS or 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 For external VoIP connection through a firewall TCP UDP Remote AltiGen IP phone IPTalk to phone service 10032 10064 5061 10060 Remote AltiGen IP phone firmware downl...

Page 486: ...D n X n BasePort 512 x n Y n X n Total IP codec channels in GW n x 2 To connect the following applications through a firewall TCP 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 Updat...

Page 487: ...ed to do any configuration However if the remote firewall NAT router blocks outgoing traffic then you will need to open the following ports on the remote firewall NAT router UDP 10060 UDP 30 000 31 000 TCP 10064 MAXCS connects the following application through a firewall TCP UDP External CDR Logger Service 10027 ...

Page 488: ...474 MAXCS ACM 6 5 Administration Manual ...

Page 489: ...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 490: ...the AltiGen 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 valu...

Page 491: ...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 492: ...478 MAXCS ACM 6 5 Administration Manual ...

Page 493: ...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 494: ...ng 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 Device Driver is Not Running Check the device driver Make sure it s installed a...

Page 495: ...ssignments 98 menu items configuring 94 prompts phrase management 98 push URL Web page 95 recording custom phrases 99 setting call priority 95 setting call SKLR 95 auto logout agents 291 auto record personal extension calls 200 auto discovery of server IP ad dress configuring 241 disabling 245 two servers in network 245 B B8ZS Binary 8 Zero Substitution 156 back up system data 430 backing up files...

Page 496: ...tallation 165 CT Bus clock master and T1 E1 Clocking 157 CT Bus clock setting 79 CT Bus mode setting 78 CT Bus test tool 430 cumulative IP traffic statistics 394 Current Resource Statistics win dow missing IP resource 480 Current Resources Statistics win dow 40 current traffic statistics refresh interval 41 custom application and message notification 265 299 custom phrase manager 446 D data backup...

Page 497: ...ity Checker 433 Extension View window 37 external logging 64 F failover when network is down 364 FastStart Enabled option 167 feature code programmable key 240 files backup 431 firewall configuration 331 firewall opening ports 471 firewall NAT router configuring port forwarding 351 first digit 48 first digit translator 50 flash key Alti IP 600 241 forced account code 199 forward from group greetin...

Page 498: ...g enabling 220 local network defining 349 location format for trunks 38 log file security alert 213 logging outbound workgroup calls 207 login 33 login failed Enterprise Manager 339 logout 33 M mail forwarding setting extension for 210 mail management for extensions 208 for workgroups 295 mailbox 208 information only 209 size 211 263 297 mailbox capacities 211 263 297 main menu 34 main number 47 m...

Page 499: ...5 out of sync 375 outgoing call blocking 146 outgoing calls blocking all 61 overhead paging 69 overlap dialing 126 354 P packet length 345 pager notification 265 299 paging overhead paging 69 trunk configuration 125 paging group configuration 271 password changing 33 extension 197 PBX menu 34 personal call recording options 200 phone display options 204 phone number trunk 125 phrase management for...

Page 500: ...y caller ID DNIS 177 by DNIS 179 incoming calls 177 routing rules in call 177 RTP RTCP settings 479 RTP packet length 345 RTP RTCP definition 479 Rx level improving 141 Rx level measuring 140 S scheduling backup 431 scope of extension changing 366 VoIP domain 364 seat based licenses assigning 41 secure RTP 346 security alert log file 213 security detecting hackers 212 send notification 214 299 ser...

Page 501: ... 479 checking traffic 479 loop back test 479 poor voice quality 479 VoIP board 479 troubleshooting T1 PRI 165 trunk access code 124 127 attributes 126 Centrex 126 configuring recording 127 dialing scheme 125 direction of transmission 124 incoming call routing 145 location format 123 phone number 125 trunk access 53 trunk access code vs route access code 124 183 trunk based recording 110 trunk chan...

Page 502: ...view boards trunks etc 36 work days setting up 55 Work Hunt Group Converter 441 Work Hunt Group Converter tool 441 workgroup adding a 283 answer handling 303 business hours 289 configuration 279 configuring basic attributes 283 converting to hunt group 441 incoming call handling 300 logging outbound calls 207 mail management 295 message notification 298 queue management 305 recording options 286 s...

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