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Altigen ACM 6.7, Administrator'S Manual

The Altigen ACM 6.7, a sophisticated communication management system, offers seamless integration of various channels. To maximize user experience, an Administrator's Manual is available for free download at manualshive.com. This comprehensive manual empowers users with detailed instructions and insights, ensuring efficient utilization of the product's diverse features and functionalities.

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iv  MAXCS ACM 6.7 Administration Manual

Readying the Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   113

Trunk Configuration   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  115

Trunks Out of Service   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   115
Channel Identification   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   115
Opening the Trunk Configuration Window . . . . . . . . . . . . . . . . . . . . . . . . .   116
Selecting Trunks to Set Attributes  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   117
Configuring One or Multiple Trunks   . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   117
Setting General Trunk Attributes  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   118
H323 Tie Trunk Properties   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   121
SIP Tie Trunk Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   121
SIP Trunk Properties   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   122

Configuring a SIP Trunk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   123

Triton T1/E1 Trunk Properties  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   125

Caller ID and DID Incoming Sequence Example  . . . . . . . . . . . . . . . . . . .   127

Triton Analog Trunk GS/LS Properties   . . . . . . . . . . . . . . . . . . . . . . . . . . .   128

Performing Impedance Match on Your Own  . . . . . . . . . . . . . . . . . . . . . .   131
Using the Match Impedance Button . . . . . . . . . . . . . . . . . . . . . . . . . . . .   132
Measuring the Rx Level of a Trunk Channel  . . . . . . . . . . . . . . . . . . . . . .   133
If You Need to Improve the Rx Level . . . . . . . . . . . . . . . . . . . . . . . . . . .   133
If You Don’t Have the Milli-Watt Test Number. . . . . . . . . . . . . . . . . . . . .   134

Incoming Call Routing   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   136

Regular Trunk Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   136
Web IP Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   136

Outgoing Call Blocking  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   137

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Board Configuration   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  139

Using the Triton Resource Board  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   141
Using the Triton MeetMe Conference Board . . . . . . . . . . . . . . . . . . . . . . . .   142
Configuring the Triton Analog Station Board  . . . . . . . . . . . . . . . . . . . . . . .   142
Configuring the Triton Analog Trunk LS/GS and LS Boards  . . . . . . . . . . . . .   142
Configuring the Triton VoIP Board  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   143
Configuring the Triton T1/E1 Board  . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   144

Configuring the Board . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   144
Setting up Channels on the Triton T1/E1 Board  . . . . . . . . . . . . . . . . . . .   149
Installing a Channel Service Unit (CSU) . . . . . . . . . . . . . . . . . . . . . . . . .   156
Troubleshooting T1/E1—Common Symptoms . . . . . . . . . . . . . . . . . . . . .   156

Configuring Virtual Boards SIPSP and H323SP   . . . . . . . . . . . . . . . . . . . . .   156

Configuring the SIPSP Board  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   157
Configuring the H323SP Board . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   158

Configuring Virtual Board HMCP   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   158

Assign HMCP Resources to IP Extensions . . . . . . . . . . . . . . . . . . . . . . . .   161

Configuring the MAX1000/2000 Board  . . . . . . . . . . . . . . . . . . . . . . . . . . .   164
Configuring the Virtual MobileExtSP Board  . . . . . . . . . . . . . . . . . . . . . . . .   165

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In Call Routing Configuration  . . . . . . . . . . . . . . . . . . . . . . . . . . .  167

Caller ID Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   167

Summary of Contents for ACM 6.7

Page 1: ...MAX Communication Server Administration Manual ACM 6 7 September 2011 ...

Page 2: ...this 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 AltiR...

Page 3: ...mum System Requirements 19 Supported Operating Systems 20 Boards Supported by ACC and ACM 24 MAXCS Licenses 25 Preparation for Installation 26 Installing MAX Communication Server 27 Multi Gateway Softswitch System Installation 27 Redundant System Installation 29 Installing MaxAdmin on a Network Client 29 Uninstalling MAXCS 30 Troubleshooting Error Messages 30 CHAPTER 3 Getting Around MaxAdministra...

Page 4: ...Setting 10 Digit Dialing Area Codes 60 Creating Account Codes 60 Adding and Deleting Account Codes 61 Setting up Call Reports 61 Internal Database Configuration Internal Log Service 62 External Remote Logging of Call Data 62 Exporting Through a Local Port 63 Country Relevant Settings 63 Setting Toll Call Prefixes 64 Setting Emergency Numbers 64 Dialing Plan Rules for Non North American Country 64 ...

Page 5: ...ng Pre Recorded Prompts 94 Recording Custom Phrases from the AltiGen Phone 94 Using Professionally Recorded Phrases 95 CHAPTER 8 Multilingual Configuration 97 Configuration Overview 97 Creating Language Phrase Packages 98 Storing Language Phrase Packages 98 Configuring for a Multilingual System 99 Enabling Multilingual Support in the Auto Attendant 100 Configuring the Extension 101 Extension User ...

Page 6: ...e Milli Watt Test Number 134 Incoming Call Routing 136 Regular Trunk Calls 136 Web IP Calls 136 Outgoing Call Blocking 137 CHAPTER 12 Board Configuration 139 Using the Triton Resource Board 141 Using the Triton MeetMe Conference Board 142 Configuring the Triton Analog Station Board 142 Configuring the Triton Analog Trunk LS GS and LS Boards 142 Configuring the Triton VoIP Board 143 Configuring the...

Page 7: ... Setting the Line Properties 190 IP Extension Configuration 191 Phone Display Options 191 Configuring Group Options for an Extension 192 Setting up Station Speed Dialing 194 Setting the Mailbox Options 195 Setting an Information Only Mailbox 196 Disabling a Mailbox 196 Assign Exchange Integration License 196 SMTP POP3 Setting 197 Mail Forwarding Options 197 Setting Message Playback Options 197 Pre...

Page 8: ...ing Auto Discovery of Server IP Address 227 Setting Up DHCP Option 120 227 On the AltiGen IP Phone 229 Possible scenarios 230 Disabling Auto Discovery 230 When You Have Two AltiGen Servers in the Same Network 230 CHAPTER 18 Mobile Extension Configuration 231 MobileExtSP Board Overview 232 Configuring the MobileExtSP Board 232 Configuring an Extension as a Mobile Extension 235 Additional Configurat...

Page 9: ...tting Up a Line Park Group 260 Deleting a Line Park Group 262 CHAPTER 22 Workgroup Configuration 263 Workgroup Functionalities 263 Creating and Configuring Workgroups 266 Overview of Workgroup Configuration Window 266 Setting Up Workgroups 267 Establishing Basic Workgroup Attributes 267 Setting Call Restrictions 268 Service Level Threshold 268 Workgroup Recording Options 269 Establishing Workgroup...

Page 10: ...Queue Management Advanced 290 Announcement 291 Menu Selection 292 Queue Overflow 293 Application Extension Queue Control 294 Agent Logout Reason Codes 294 MaxCall Configuration 295 CHAPTER 23 Managing and Using MeetMe Conference 297 Setting the MeetMe Conference Extension 298 MeetMe Conference Window 298 Working in the MeetMe Conference Window 299 Creating a Meeting 299 E mailing a Meeting Invitat...

Page 11: ...orking with Servers in the Domain 333 Adding a Server to a VoIP Domain 334 Rejoining a Server to the VoIP Domain 335 Setting an Alternate Server for AltiGen IP Phones 336 Managing Domain Users 338 PSTN Failover When the TCP IP Network is Down 339 The Scope of an Extension in the VoIP Domain 339 Changing an Extension s Scope from Local to Global 341 Changing an Extension s Scope from Global to Loca...

Page 12: ...figuring MAXCS for SNMP 369 List of Traps Sent 371 CHAPTER 28 Microsoft Exchange Integration 373 Requirements 373 When You Install MAXCS 374 Exchange Integration Configuration Steps 375 Additional Steps for Bridged Access and Native VM Integration 378 Configuring UM Settings for Each User 381 Configuring for Out Calling from UM 383 Configuring in MaxAdmin 387 When You Create a New Mailbox User 389...

Page 13: ...rom the Active Directory 415 Exporting the Extensions in a MAXCS System 416 AltiGen Custom Phrase Manager 417 Creating a New Phrase 418 Playing a Phrase 419 Editing a Phrase Name or Description 419 To Delete a Phrase 420 To Re record a Phrase 420 APPENDIX A E1 R2 and E1 ISDN PRI Installations 421 E1 R2 CAS Installation 421 E1 ISDN PRI Installation 432 APPENDIX B Required Service Parameters 435 Ser...

Page 14: ...xii MAXCS ACM 6 7 Administration Manual APPENDIX E Troubleshooting 447 Troubleshooting VoIP Common Symptoms and Solutions 447 INDEX 449 ...

Page 15: ... Communication Server ACM 6 7 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 7 Administration Manual ...

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

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

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

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

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

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

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

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

Page 25: ...listen to messages in the Voice Mail System make a return call to a party who left a message and then return to the Voice Mail System to continue checking the next messages all in a single call into the Voice Mail System If the caller ID information is not captured the user may enter the call back number manually Internet Integration Features Internet integration features include Exchange Integrat...

Page 26: ... Call Notification to Extension Outside Number when any extension dials an emergency number the system can make calls to pre configured extensions or outside numbers A system can have more than one emergency notification number configured Extension Checker a tool that checks the security status of every extension in your system Extension Password Protection for Application Logins the system mainta...

Page 27: ...and regeneration when using G 723 1 or G 729 codecs Low bit rate compression can distort DTMF tones during compression and cause the far end device to not be able to recognize the DTMF digits RFC 2833 specifies a separate RTP payload format to carry DTMF information to ensure the other side can recognize the tone properly Dynamic Jitter Buffer due to various delays in the IP network audio packet s...

Page 28: ...23 protocol can be used Multi Site VoIP Management Enterprise Manager Multi site management through Enterprise Manager includes VoIP domain when networking multiple AltiGen systems from different sites one system can be assigned as VoIP domain controller to propagate configuration data to member systems Directory Synchronization when a new extension is added to one of the member systems and config...

Page 29: ...endant console through software has the flexibility of adding new features through software without changing the hardware MaxCommunicator a Microsoft NET based desktop call control and Windows pop up application that interacts with the system providing easy to use dialing call control monitoring and voice mail management capability MaxAgent a workgroup user version of MaxCommunicator in addition t...

Page 30: ...rs SuperQ enables call centers to combine teams of workgroups from multiple locations into one virtual team VRManager allows administrators supervisors to convert schedule backup delete and query recorded files SDK Tool Kit offers a complete set of tools including APIs documentation and sample programs to enable a developer to begin programming rapidly and efficiently It includes a self installing...

Page 31: ...sions Maximum 20 AltiConsole sessions Maximum 20 MaxSupervisor sessions Call Canter Capacity Maximum configurable agents per workgroup 512 Maximum active login agents per workgroup 256 Total configured agents per system including all workgroups 1280 Total agents seats License Head per system 512 ...

Page 32: ...Overview 18 MAXCS ACM 6 7 Administration Manual ...

Page 33: ... following System requirements MAXCS licenses Preparation for installation Installing MAX Communication Server Installing MaxAdministrator on a network client Uninstalling MAX Communication Server Troubleshooting Minimum System Requirements This section lists the system requirements for MAX Communication Server ACM 6 7 ...

Page 34: ... Server 2003 with SP2 or later Windows XP Professional with SP3 or later Windows Vista Business Edition Windows Server 2008 R2 with SP1 Windows Server 2008 with SP2 Windows 7 32 bit or 64 bit Required Monitor with at least 1024x768 resolution AltiEnterprise Manager Windows Server 2008 R2 with SP1 Windows Server 2008 with SP2 Windows Server 2003 with SP2 or later Windows XP Professional with SP3 or...

Page 35: ...t Exchange Server 2010 SuperQueue Requirements Operating Systems Windows Server 2008 with SP2 Windows Server 2003 SP 2 System IBM PC AT compatible system Processor Intel 2 GHz Pentium 4 or equivalent Disk Space 40 GB RAM 1 GB RAM Notes The installation program will install JAVA JRE 1 6 automatically Installation requires 1 GB available hard drive disk space However more space is required for CDR s...

Page 36: ...em IE 7 0 or 8 0 System IBM PC AT compatible system Processor Intel 2 GHz Pentium 4 or equivalent Disk Space 60 GB RAM 1 GB RAM 2 GB RAM required if it runs with SQL Server Notes Tomcat 6 0 will be installed automatically Runs on stand alone system Note Do not install AltiReport with AltiServe MaxAgent MaxCommunicator MaxSupervisor Requirements Operating Systems Windows 7 Windows 2008 Windows Vist...

Page 37: ...GA monitor 1024x768 with 256 color display or better Keyboard and mouse Note MaxAgent for OCS and MaxCommunicator for OCS need to connect to OCS 2007 R2 AltiConsole Requirements Operating Systems Windows 7 Windows Vista Business Edition Windows XP Professional with SP3 or later System IBM PC AT compatible system NET Framework Microsoft NET 2 0 framework or higher Processor 1 GHz CPU or faster Disk...

Page 38: ...r above Triton Analog 12 Trunk LS Board Rev A3 or above Triton Analog 8 port trunk all revisions AltiAPI Alticomlib dll Windows 7 Windows 2008 Server Windows 2003 Server Windows XP Professional with SP3 or later MaxInsight Requirements Operating Systems Windows 7 Windows Vista Business Edition Windows XP Professional with SP2 or higher System IBM PC AT compatible system Processor 1 GHz CPU or fast...

Page 39: ...g licenses are available for all AltiGen 6 7 systems Licenses for 6 7 MAXCS ACM Per system MAXCS ACC Per system MaxCommunicator Per seat or per session AltiConsole Per session MaxAgent Per seat or per session MaxSupervisor Per seat or per session IPTalk Per seat or per session MaxCall Per seat or per session TAPI Per extension configuration SIP Trunk Per activated SIP trunk 3rd Party SIP Device Pe...

Page 40: ...ey Trunk Control APC SDK Per session Exchange Integration Per user Licenses for 6 7 Stand Alone Systems Station License Per activated extension ACM Agent Seat Per concurrent login Single agent logged into multiple WGs will only take one license ACC Agent Seat Per concurrent login Single agent logged into multiple WGs will only take one license Licenses for 6 7 Softswitch HMCP Media Server Gateway ...

Page 41: ...nstall screens At the third screen select a setup type All in one Stand Alone System Installation Select this option if MAXCS ACC will be operating on a single server This is the most common installation option Multi Gateway Softswitch System Installation Select this option if the Softswitch Media Server and gateway s will be running in different chassis in an enterprise deployment On the next scr...

Page 42: ... Personal Feature Server Voice Mail Server Multi Site Enterprise Manager Call Center Feature Server CTI Server Exchange Integration Server CDR Server HMCP Media Server If you have a small to medium scale system no more than about 200 extensions you can choose to install Softswitch and HMCP Media Server in the same machine if you want to You can also install them in different machines especially if...

Page 43: ...en Dealer Web Site at https dealer altigen com Redundant System Installation These are the components in a redundant system installation Redundancy Configuration on page 351 gives details on configuring for redundancy However because of the variations of redundancy setup depending on your system please consult with AltiGen before installing a redundancy system Installing MaxAdmin on a Network Clie...

Page 44: ...e the activation file is located and try again If problem persists you can manually copy the activation file to c AltiServ db directory if MAXCS is installed on the c drive and run the installation program again An error occurred during the move data process Make sure all AltiGen applications and services are stopped closed before installing MAXCS Setup cannot detect your system key You must plug ...

Page 45: ...r system environment path through Control Panel System Advanced tab Environment Variables System Variables after finishing the MAXCS installation but before restarting your system Failed to upgrade AltiServ databases The previous database may be corrupted Restore the last known working database and try again If error persists contact your Authorized AltiGen Dealer Error Message Solution ...

Page 46: ...Troubleshooting Error Messages 32 MAXCS ACM 6 7 Administration Manual ...

Page 47: ...a MAXCS ACC ACM system log in to MaxAdmin 1 From the Windows Start menu select All Programs Max Communication Server ACM MaxAdministrator 6 7 2 Enter the name or IP address of the MAXCS ACC or MAXCS ACM server and click OK MaxAdmin opens 3 To log in to MaxAdmin click the Login button the left most button on the toolbar or select Services Login You ll be prompted to enter the password and click OK ...

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: ...ng the ID on the faceplate of the board and the gateway ID If it is an all in one system the gateway ID is the system itself and the ID is 0 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 Al...

Page 51: ...atus 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 any extension number to open the Extension Configuration window for the selected extension Double click a board to open a configuration window for that board or to open a line properties window specific to the selected extension Right ...

Page 52: ... location is green when the trunk is idle and red when the extension is not ready or in use The location format is logical board ID channel for example channel 3 on the board in logical board ID 9 is location 09 03 The Type Status and Duration of trunk use is also displayed Note The Duration field displays the duration of the trunk only if the call is connected after MaxAdmin is started The field ...

Page 53: ...s assigned to the workgroup Login the number of agents logged into the workgroup Available the number of logged in agents who are available to receive workgroup calls DND the number of logged in agents who are unavailable with the Do Not Disturb status Wrapup the number of agents who are in wrapup mode Not Ready the number of logged in agents who are in Not Ready state Busy the number of logged in...

Page 54: ...window Displays the following data Gateway ID the ID of the VoIP channel s home gateway IP Resource the Triton VoIP logical board ID internal DSP channel ID Codecs Capability the codecs the IP channel can use Active Codec the codec currently being used Used By the extension trunk SIP channel or H 323 channel that is using this channel Connect To the extension trunk or channel the channel is connec...

Page 55: ...rrent Resource Statistics window is updated according to the Refresh Interval configuration By default the Refresh Interval is set to refresh the data in the window every 5 seconds To change the refresh interval click the Refresh Interval button at the top of the window and set the refresh interval to a number of seconds up to one minute To set the time to 0 is to turn off the refresh interval Ass...

Page 56: ...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 services including the MaxAdministrator application itself When you re open MaxAdmin the switching services are reactivated These options are av...

Page 57: ...ation and change the ID and password of a gateway See Gateway Configuration Tool on page 76 Available under Utilities MAXCS ACC ACM Backup and Restore Backs up your configurations and extension voice mail See Backup and Restore Utility on page 402 MAXCS Admin and Extension Security Checker Checks the security status of every extension in your MAXCS system See MAXCS Admin Extension Security Checker...

Page 58: ...Programs Available from the Windows Start Menu 44 MAXCS ACM 6 7 Administration Manual ...

Page 59: ...e call and system call park options Number Plan how the system responds to each first digit dialed Business Hours used by system functions Holiday how calls are routed on designated holidays System Speed speed dial numbers that can be used by all extension users Call Restriction prefixes to block toll call prefixes and call control Account Code tables for creating and removing account codes Call R...

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 tru...

Page 62: ...p Members box This extension is used in the following applications Trunk incall routing DNIS incall routing Auto Attendant Call Supervision Check the 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 S...

Page 63: ...e changed without totally reconfiguring the system or deleting all the extensions already configured Further if a first digit dialed is assigned to extensions and you have set up extensions beginning with that digit you cannot change the digit assignment without first deleting all affected extensions For example if 7 is assigned to Extension and you re using extensions 7010 7113 and so on you cann...

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

Page 66: ...sion Dialed Digit Translator will apply to 3 optional From the Non members list you may select an IP extension that the Extension Dialed Digit Translator will apply to You can apply the same Members to multiple locations You may also enable the Bypass Account Code option if Account Codes are required 4 Enter digits in the Dialed Number field and Translate To field In Figure 12 assuming the system ...

Page 67: ... Only one IP trunk access option is allowed per system To use Voice over IP you must set up this access and in addition configure the IP Dialing Table as discussed in Defining the IP Dialing Table on page 328 and set the VoIP codecs as discussed in Setting VoIP Codec Profiles on page 319 Note After setting the IP Trunk Access code here you should set the Trunk Access Codes of any 30 port VoIP boar...

Page 68: ...13 System Configuration Business Hours tab Multiple Business Hours profiles can be configured in a system A default System Business Hours profile is already configured Multiple Business Hours profiles can also be assigned to DNIS Routing and Trunk In Call Routing entries To add a Business Hours profile click Add In the dialog box enter a name for the profile then click OK For each business hour pr...

Page 69: ... routings select System System Configuration and then click the Holiday tab Figure 14 System Configuration Holiday tab AM and PM Schedules For each day of the week select the time periods during which the company is available for business The time between the AM and PM times can be used to indicate a lunch break or time between shifts If you don t want to set a break between AM and PM schedules se...

Page 70: ...ay Profile from the Profile list and then select a holiday in that profile from the Holiday list 2 Set call routing for normal holiday hours using the field group in the Normal section of the Holiday tab This will be the default route for calls coming in on that holiday 3 If you have special work hours during holidays check the Special hours option and configure special hour routing This route wil...

Page 71: ...eed Dialing select System System Configuration and then click the System Speed tab Figure 15 System Configuration System Speed tab Adding Speed Dial Entries To add a speed dial entry 1 Click Add 2 The next available ID is filled in for you or you can select the ID number using the drop down arrow 3 Type a name for the Speed Dial entry then enter the full number as you would dial it with a maximum ...

Page 72: ...all 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 outbound call via a tie trunk Set 10 digit dialing area codes for using trunk access code To set up call ...

Page 73: ...pe 1976 Click Apply Note A maximum of 20 prefixes can be defined Setting Unrestricted Area Codes To add or remove local call definitions including calls that begin with 1 but are free 800 888 use the Add or Delete button in the Unrestricted Area Code panel and click Apply The Extension Configuration s Restriction tab references these area codes as local and unrestricted in its Outcall Restrictions...

Page 74: ...strictions to use for the hop off calls Setting 10 Digit Dialing Area Codes The 10 Digit Dialing Area Code field lets you define area codes that do not require dialing a 1 before the area code To enter an area code click the Add button Note Applies only to calls that use a trunk access code For calls using a route access code 10 digit dialing area codes must be configured in the Out Call Routing C...

Page 75: ...assed You can also block display of the Account Code table in which case you would want to supply users with the account codes they need See Setting Personal Information on page 185 Setting up Call Reports You can set up the call report logging option only if MAXCS and MaxAdmin are installed on the same server On the Call Reports tab specify the following Where to log the call detail records CDR T...

Page 76: ...1 12 months 3 Optional In the Archive purged record s field use the up down arrows to select the number of months per archive file This determines the number of months that the system will archive an existing CDR database before creating a new database 4 Press OK or Apply External Remote Logging of Call Data MAXCS allows you to output CDR records to a Microsoft SQL Server 2000 database Before you ...

Page 77: ...Service Fill in the fields and click OK Exporting Through a Local Port You can send the CDR to a COMM Port to export to for example a call accounting data processing system To do this select the Enable Data Output box in the Accounting Data Processing field group Then select an Available Port and the Baud Rate Country Relevant Settings The Country Relevant tab in the System Configuration window co...

Page 78: ...pe in a 1 for 1 plus dialing within the U S dialing plan also known as the North American Numbering Plan International The prefix used for international calls For example this is 011 for international calls made in the U S Setting Emergency Numbers The number in the Emergency Number field will have the system automatically find a trunk to process the call without the extension user dialing a trunk...

Page 79: ...number out to the trunk directly When the number matches the Domestic Plan the system will send the number out with the domestic toll call prefix When the number matches the International Plan the system will send the number out with the international toll call prefix When a number matches multiple entries the match with the most digits has priority Audio Peripheral Configuration You can configure...

Page 80: ...old to play a file 1 Make sure a VoIP board is installed required for playing a file 2 Check Enable Callers on Hold or in Queue to Listen to Music or Recorded Announcement 3 Use the drop down list to select the logical board ID of the VoIP board The system will play the default music on hold file when the user places the caller on hold The default music on hold file is a wav file called MusicOnWai...

Page 81: ...d listeners are in another gateway one VoIP resource channel in each gateway is used to convey the music stream Setting Greeting and Update Prompts To play a prompt before placing the caller into a hold queue 1 Select the Play Prompt Before Placing the Caller in Queue check box 2 Use the list to select the prompt number you want to use for the greeting message Creating prompts is discussed in Phra...

Page 82: ...ion s greeting is also automatically changed to the greeting associated with this activity To access Activity configuration select System System Configuration then click the Activity tab There are a total of nine activity codes the first six are pre configured as follows 1 System Default 2 Personal 3 Meeting 4 Away From Desk 5 Business Travel 6 Personal Time Off The remaining three activity codes ...

Page 83: ...he 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 Mode 82 Dial Tone Disabled Call Management 26 Station Logout 27 Station Login 32 Enter Account Code 33...

Page 84: ...ically assign the lowest available number Select the check boxes for the MAXCS feature codes that you want to be associated with this feature profile then click Apply After the System Administrator creates a Feature Profile the Feature Profile can be assigned to a specific extension from the General page of Extension Configuration See Setting Personal Information on page 185 for more information o...

Page 85: ...tallation 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 Softswitch deployment sc...

Page 86: ...e 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 and type media server or gateway status IP address password country and how many IP phones are assigned to the gateway as a home gateway Use this window to Add and delete a...

Page 87: ...ly field Name The name you gave the selected gateway for easy identification Type Shows whether this is a media server or gateway If the ID is other than 00 you cannot change the type in this configuration screen If you want to change the type you need to delete the entry and recreate it You need to have sufficient Gateway or Media Server Licenses in order to add an entry Address The IP address of...

Page 88: ... bus that connects all telephony boards inside each gateway It can be set as Mu Law or A Law The default is Mu Law for North America For European countries and regions that are using E1 digital trunk this setting needs to be changed to A Law Set CT Bus Clock This parameter determines which telephony board will provide the clock signal for the TDM bus If you don t have multiple T1 or E1 boards in a...

Page 89: ...tton It takes 2 5 minutes to attach a gateway depending on how many boards are in the gateway If a Failed message appears you may have entered an incorrect IP address 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 res...

Page 90: ...figuration tool that opens when you click the Config button in the Softswitch Component Configuration window can also be opened from the Start All Programs MAX Communication Server ACC ACM Gateway menu When you open it from the Start menu you ll see this dialog box Figure 29 Gateway Configuration Tool log in dialog box Enter the IP address and password of the gateway you want to check on and click...

Page 91: ...pplications Server tab Parameter Description Gateway IP Address The IP address of the gateway identified in the title bar Gateway ID Setting Shows the unique numeric ID of the gateway identified in the title bar Editable field Password Setting The password of the gateway identified in the title bar Editable field Status The status of the gateway active disconnected initializing resetting failed Cu...

Page 92: ...Configuring the Applications Server 78 MAXCS ACM 6 7 Administration Manual ...

Page 93: ...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 94: ...n as follows Setting Message Management Options Set voice mail message confirmation and warning parameters 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 numb...

Page 95: ...sages 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 they exp...

Page 96: ...dged 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 messages Note If Exchange server is offline ...

Page 97: ...n 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 pres...

Page 98: ...one 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 33 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 99: ...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 100: ...Creating Distribution Lists 86 MAXCS ACM 6 7 Administration Manual ...

Page 101: ... allows callers 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 lev...

Page 102: ...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 103: ...ets you make a copy of an AA and then modify it as you like 1 Select your target ID from the AA Select window 2 Click the Copy From button 3 From the drop down list choose the AA you want to copy to your selected ID 4 In the pop up box click Yes to complete the copy Close closes the AA Select dialog box Help opens the help file for AA Export exports all AA settings to an HTML file Configuringing A...

Page 104: ...m 0001 to 0999 If one action item has multiple choices you need to select Expand Tree instead of using Go to next menu to create a new level You can jump to any action item within the same AA Every item will execute steps according to the following rules First step Play prompt if the box is checked If the prompt box is not checked the AA will go to the second step without delay Second step Push UR...

Page 105: ...m has a timing delay to differentiate if the first digit the caller entered is a menu option or the first digit of an extension number Once past the top level the system will not have the timing delay to differentiate digits If you would like to provide the option for a caller to enter an extension number you need to map this action item to one of the menu options Call Directory Service Lists the ...

Page 106: ...e which is critical for the following operations Adv Collect Digits See the discussion on Collecting Digits Adv Advanced Call Router When selected the system will hand over the call to the Advanced Call Router application through the SDK API interface The ACR application needs to log in to a virtual extension with the correct password If the ACR application fails to connect the system will execute...

Page 107: ...se Timeout the length of time the system will wait for digits after responding to a Web call before timeout Making Auto Attendant Assignments Once the AAs are set up you can use them in various in call routing situations trunk DNIS caller ID in call routing and an answering option for an extension or workgroup For example for trunk AA assignments see Incoming Call Routing on page 136 For extension...

Page 108: ... s extension and password This brings you to the AltiGen Voice Mail System Main Menu 2 Press 6 for the Phrase Management option 3 Press 2 to record a phrase 4 Enter a four digit phrase number between 0001 and 0999 5 Record the phrase after the tone Press at the end of the recording Phrase Phrase 0001 default Thank you for calling If you know the extension of the person you wish to speak with pleas...

Page 109: ...lities menu Some recording studios provide the conversion service for an additional fee The converted file can then be used for an AA or for a workgroup or huntgroup group setup To install professionally recorded phrases or prompts 1 Assign a prompt number to each prompt you would like recorded Or give the prompt a unique identifying name AltiGen supplied phrases are numbered but phrases don t hav...

Page 110: ...Phrase Management 96 MAXCS ACM 6 7 Administration Manual ...

Page 111: ...n 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 112: ...ill 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 co...

Page 113: ...ilingual Configuration 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 38 To add a language 1 Click the Add button 2 Choose a language from the drop down list The drop down list shows the lang...

Page 114: ...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 115: ...xtension The default language is assigned in Extension Configuration General tab Figure 39 Selecting a language for an extension user In the Language drop down list select the desired language and click OK Extension User Can Change Language Setting Extension users can change the extension s language setting by using feature code 12 if feature code 12 is configured on the System Multilingual Config...

Page 116: ...s 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 window For example if you were working from the example prompt in step 2 you would select English beside the number 1 Spanish beside the number 2 ...

Page 117: ... the Personal Information panel of the General tab assign a Feature Profile that includes 12 Using DNIS to Set the Language If your company has multiple phone numbers you can configure MAXCS to direct a caller to prompts in a selected language based on the phone number the caller has dialed To direct specified DNIS calls to a selected language AA or extension 1 Select PBX In Call Routing Configura...

Page 118: ...ected 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 Whe...

Page 119: ...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 120: ...guration 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 list 3 In the Central Location field browse for the directory you want to set ...

Page 121: ...l 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 to manage centralized recording and that you save recordings to a loca...

Page 122: ...Administration Manual Figure 44 Sign up for online storage or connect to a network server link This starts the Add Network Place Wizard Figure 45 Add Network Place Wizard 3 Click Next You ll see the screen below Figure 46 Add Network Place Wizard ...

Page 123: ...k 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 Figure 48 Add Network Place Wizard Shortcut Name 6 Type in a name for the network place and click Next A confirmation screen...

Page 124: ...nfirmation screen 7 Click Finish The network place you created should appear on the desktop Figure 50 Network Place Created 8 In the Recording Configuration window use the Browse button to select the network place as the destination folder Figure 51 Recording Configuration Window ...

Page 125: ...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 126: ...xt 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 select the forwarding destin...

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

Page 128: ...Application Extension Setup 114 MAXCS ACM 6 7 Administration Manual ...

Page 129: ... PRI trunk page 125 Triton analog trunk page 128 This chapter also discusses incoming call routing page 136 and outgoing call blocking page 137 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 Identifica...

Page 130: ...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 55 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 131: ...he system This ID may change when a telephony board is added into or removed from the system When you select a trunk in this list the options and parameters for the trunk appear in the settings in the right side of the window Configuring One or Multiple Trunks To customize trunk characteristics you work on one trunk at a time To apply the same configuration to multiple trunks use the Apply To butt...

Page 132: ...dialing RAC uses the Out Call Routing table which has the flexibility to group trunks into a route assign routes to a specific dialing pattern and add delete digits from the dialing pattern It can solve most of the complicated dialing problems If your system is using RAC you can set this TAC field to None Area Code The local area code for each trunk Enter a three digit area code If left blank the ...

Page 133: ...ecked this trunk will no longer receive inbound calls and only 911 calls will go out through this trunk Each state may have different E911 regulations and requirements Please check with the local authority to understand what is required by law Phone Number If this trunk is an analog or T1 CAS trunk this field is used for labeling purposes only Enter the number without area code in this field If th...

Page 134: ...ber is configured to an outside number and the extension user transfers a call to the virtual extension or speed dialing number the system will add the Centrex FLASH automatically You don t need to add the in the forwarding or speed dialing digit stream Attribute In Service makes the trunk available for use Out of Service prevents the trunk from being used for example while performing maintenance ...

Page 135: ... that allows you to configure low level hardware specific properties for each trunk The options vary depending on the type of board and trunk this is discussed in subsequent sections H323 Tie Trunk Properties To open a trunk configuration dialog box for an H323 tie trunk do one of the following In the Trunk Configuration window select an H323 trunk type then click the Trunk Properties button In th...

Page 136: ...nfigure SIP trunk channels to connect to the service Before you start note the following An AltiGen SIP Trunking channel is licensed You need to buy and register a license to be able to configure this option AltiGen does not guarantee the voice quality of the SIP dial tone coming from your service provider You need to work with your data service and SIP trunking service provider to make sure adequ...

Page 137: ...re to do this step may cause no voice path even if the SIP Trunk channel shows the call is connected Configuring a SIP Trunk To open a trunk configuration dialog box for a SIP trunk do one of the following In the Trunk Configuration window select a SIP trunk type click the Trunk Properties button then click the SIP Trunk Configuration button In the Board View window double click a SIPSP board type...

Page 138: ...ve this box unchecked Enable Channel After all above parameters are entered correctly check this box to activate the channel The AltiGen system will send authentication to the service provider to verify the setting To copy the information in one row to other rows select the row and click Copy To Then select the rows you want to copy the information to using CTRL click and Shift click to select sev...

Page 139: ...r can accept any number This is the default Carrier can only accept Calling Number with minimum x digits Enter the number of digits then enter a calling number in the field below the table in case the carrier cannot accept configured numbers Carrier can only accept assigned numbers as Calling Number If you select the this option specify assigned numbers by clicking the Add button and entering the ...

Page 140: ... this value unless advised Caller ID and DID Collection You can select the maximum time out delays in seconds and the appropriate sequence of symbols to be collected for Caller ID and DID Max seconds before the first digit Maximum wait time before time out for the system to identify this digit after either the first ring in ground start or loop start or the wink in wink start The range is from 1 6...

Page 141: ...igits None or Caller ID DID DNIS Selecting None in any field of the sequence will terminate the sequence and automatically disable subsequent entries in the sequence The default sequence is or and then Caller ID and then or and then DID DNIS Or Sets up an additional alternative sequence You can select another set of up to five incoming symbols to collect Not checking any box is equivalent to check...

Page 142: ...ves the It then waits 1 second between each digit for the next digit until all digits are received The symbol is a delimiter between Caller ID and DID digits In this example the MAXCS ACC ACM system is expecting either the sequence CID DID or only DID digits for incoming calls If no match is found for either sequence no Caller ID or DID digits are collected Triton Analog Trunk GS LS Properties To ...

Page 143: ... using Ring Ring Silent type of ring pattern Impedance The resistance of electrical current to alternating current measured in Ohms Impedance occurs when power or signal is transferred from one circuit to another When a trunk interface impedance is greatly mismatched with the CO analog line it may result in static noise and echo heard by IP phone users The system automatically selects the impedanc...

Page 144: ...ce the system will busy out the trunk The CO will treat this trunk as a busy line and WILL NOT place a call to this trunk By default this option is unchecked Enable Dial Tone Detection Outgoing When enabled the trunk channel must detect outgoing dial tone prior to making the call Enable Answer Debounce Incoming Enables a timeout period of 2 seconds for ignoring false CO disconnect signal after ans...

Page 145: ... was clicked Diagnose button Use this button to view the Noise Level Echo Return Loss and Hybrid Echo Return Loss measured using the current Impedance setting Noise Level The noise level displayed after you click the Diagnose button or the Match Impedance button Acceptable range for Noise Level is less than 67 dBm in value For example Noise Level of 72 dBm is good and 63 dBm is poor You may experi...

Page 146: ... the Echo Return Loss field shows the measurement after adaptation of the selected Impedance profile Note If the Hybrid Echo Return Loss reading of a trunk is worse than 6 dB for example 5 db the trunk may be subject to VoIP voice quality problems Use this trunk to connect to analog phones only or configure it to be the least used trunk Acceptable range for Hybrid Echo Return Loss is 6dB to 26dB N...

Page 147: ...own the Impedance setting then change it to 600ohm and click OK 3 Call the number you got from your CO as noted above 4 Click the Test Rx Level button When the test is complete the Test Rx Level dialog box appears 5 Click OK The Rx Level measurement is displayed in the Diagnosis section of the main dialog box If you call your local CO s Milli Watt Test Number the acceptable range for Rx Level shou...

Page 148: ...don t have the local CO s Milli Watt Test Number you can follow the steps below to measure the line loss when calling two local trunks 1 Copy C Post Office Phrases Lang1 phrase9900 to C Post Office Phrases LangCustom folder Rename it an unused phrase name for example phrase0990 the number must be less than 1000 This phrase is a 1 kHz test tone 2 Select an unused AA and set the AA to play the promp...

Page 149: ...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 150: ...nks you can set routing for the three time periods defined in the System Configuration window Business Hours tab Setting Business Hours on page 53 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 ...

Page 151: ...or a trunk select the trunk in the General tab then click the Out Call Blocking tab in the Trunk Configuration window Figure 68 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 Accordi...

Page 152: ...Outgoing Call Blocking 138 MAXCS ACM 6 7 Administration Manual ...

Page 153: ...oard page 142 Triton Analog Trunk LS GS and LS Boards page 142 Triton VoIP Board page 143 Triton T1 E1 Boards page 144 Virtual Boards SIP and H323 page 156 Virtual Board HMCP page 158 MAX1000 2000 Board page 164 Virtual MobileExtSP Board page 165 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 154: ...ilar to the following Figure 70 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 155: ...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 156: ...in the Channel Mapping List opens a Triton Analog Line configuration dialog box See Triton Analog Station Line Properties on page 190 Clicking the Board Configuration button opens a configuration dialog box that displays the board s serial number DSP clock physical and logical IDs Figure 71 Board Configuration dialog box Configuring the Triton Analog Trunk LS GS and LS Boards The Triton Analog Tru...

Page 157: ...d 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 723 1 G 729AB or 30 port G 711 board For limitations on configuring Triton VoIP boards and ports see A...

Page 158: ...parameters These parameters are listed in Appendix B on page 435 Configuring the Board Double click the Triton T1 E1 board in the Boards window to open the Board Configuration window similar to Figure 70 on page 140 See attribute descriptions below Figure 70 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 ...

Page 159: ...5 Figure 74 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 75 and Figure 76 Figure 75 Triton T1 configuration dialog box ...

Page 160: ...ace drop 1 Check MVIP clock 2 Reset board If this does not work replace board L1 failure No Signal LOS Layer 1 failure physical layer LOS Loss of Analog Signal Check T1 PRI cable and change if necessary If cable is okay CO is not sending any signal Contact CO L1 failure Alarm Indication Signal AIS Layer 1 failure CO sends all 1 s to our T1 E1 AIS Alarm Indicator Signal all ones detected To locate ...

Page 161: ...ly 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 Not established Layer 2 failure data link layer the peer to peer link has not established in data link layer CO must activate HDLC link Error Meaning Frame Errors Number of framing bit errors In T1 mode a framing bit error is defined a...

Page 162: ...ode 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 line encoding technique rather than inserting a one for every seven consecutive ze...

Page 163: ... button in the T1 or E1 configuration dialog box see Figure 76 on page 146 to open the Protocol Configuration window shown below The Triton T1 E1 Board can be configured to either CAS or PRI through the configuration options in the window The CH Type list on the left side of the window displays the channel types Note In a tie trunk configuration set the trunks to Out of Service before changing the...

Page 164: ...te all channels on the span to T1 CAS Regular ISDN PRI select this option to indicate 23B D ISDN PRI span and to designate the last channel as the D channel Enable Tie Trunk check this box to enable a tie trunk Tie trunks must terminate to a system also configured as a tie trunk Note This option not available when E1 CAS is selected Figure 79 E1 PRI Protocol Configuration dialog box top half ...

Page 165: ...RI span and to designate the 16th channel as the D channel Enable Tie Trunk check this box to enable a tie trunk Tie trunks must terminate to a system also configured as a tie trunk Note This option not available when T1 CAS is selected Setting the ISDN PRI Switch Mode If you select a Span Type of Regular ISDN PRI in the T1 PRI Configuration Window use the following guidelines to set the ISDN PRI ...

Page 166: ...k NI 2 PRI Network If you select a Span Type of Regular ISDN PRI in the E1 PRI Configuration Window use the following guidelines to set the ISDN PRI Switch mode E1 PRI Figure 82 E1 PRI Switch Mode The top three settings are used for a connection to a CO switch Austel TS014 PRI ETSI NET5PRI NT DMS 100 PRI The bottom three settings are used for a PRI tie trunk configuration where two MAXCS systems a...

Page 167: ...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 within the loc...

Page 168: ...tance 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 features to be present in the call setup packet please contact AltiGen s Technical Support department ...

Page 169: ...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 issue Choose from three options Carrier can accept anything as Calling Number default Carrier can only accept Calling Number with a minimum of n digits Carrier can accept only assigned numbers as the Calling...

Page 170: ... 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 misconfigures your T1 CAS T1 PRI service or terminates your service improperly 2 T1 is installed but not turned on because there is no termination device for a perio...

Page 171: ... 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 both sides can hear Notes Make sure you have enough VoIP resource boards The more...

Page 172: ...og box Figure 86 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 you select this option Max Tie Trunk Channel Sets the maximum n...

Page 173: ... 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 conference and barge in silent monitor coaching will use HMCP voice processing resources when deploying Multi Gateway Softswitch An HMCP Media Server license is required to activate an HMCP virt...

Page 174: ...signed 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 number of resources that can be assigned to each HMCP virtual board is as follows G 711 VPR 1 000 G 711 G 723 G 729 VPR 200 Station Conference Members 120 MeetMe Conference Members 120 Agent Supervision Bridges ...

Page 175: ...e 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 value is reduced by one on every hop You may nee...

Page 176: ...th 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 The Home Media Server ID should be changed to 01 for all IP extensions assuming HMCP Media server is using ID 01 ...

Page 177: ... codec and 240 members of Station or MeetMe conferencing To achieve load balancing you need to divide and assign IP extensions to different Home Media Server IDs The following guidelines may help you make decisions when assigning IP extensions to different Home Media Server IDs Equally divide the IP extensions that require centralized recording and assign them to different HMCP Media servers Equal...

Page 178: ...o access board slots MAXCS treats the entire MAX system as one board with two access board options The Boards window displays the name of the MAX board followed by xxyy T1 xxyy Figure 87 Boards View showing MAX board xx refers to the number of analog trunks and yy refers to the number of analog extensions If an access board has a T1 E1 port T1 is added to the end In the Boards window double click ...

Page 179: ...figuring a Triton Analog Line see Triton Analog Station Line Properties on page 190 In the main Board Configuration dialog box for the MAX 1000 2000 board see Figure 88 on page 164 clicking the Board Configuration button opens the following dialog box Figure 89 MAX 1000 2000 Board Configuration window This dialog box displays the board serial number top access card serial number bottom access card...

Page 180: ...Configuring the Virtual MobileExtSP Board 166 MAXCS ACM 6 7 Administration Manual ...

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

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

Page 183: ...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 selected caller ID number This setting tells the system to match the call to an agent s skill level setting Setting an agent s skill level is explained in Setting Up Skill Based Routing on pag...

Page 184: ...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 185: ...ting Business Hours on page 53 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 186: ...DNIS Routing 172 MAXCS ACM 6 7 Administration Manual ...

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

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

Page 189: ...ou 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 trunks are a...

Page 190: ...dialing failure Click the Default Routes tab in the Out Call Routing Configuration window to configure default routes Figure 93 Out Call Routing Configuration Default Routes tab The above configuration means The system has a group of analog trunks and a T1 digital trunk from a local carrier that can accept local and emergency calls The system has a T1 digital trunk from a long distance carrier tha...

Page 191: ...t dialing area codes Your area may have both 10 digit and 1 10 digit dialing in a same area code Your system needs to borrow another system s trunk to make an outbound call over an IP or tie trunk You would like to block a dialing pattern in addition to system restriction setting Dialing patterns are exceptions If you can minimize the number of dialing pattern entries Most companies don t need to ...

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

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

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

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

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

Page 197: ... one of the following Click the Extension Configuration button on the toolbar Select PBX Extension Configuration Note To set up an application extension see Application Extension Configuration on page 111 To set up an IP extension see Setting Up IP Extensions on page 213 To set up a mobile extension see Mobile Extension Configuration on page 231 Figure 95 Extension Configuration window There are t...

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

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

Page 200: ...valid 10 digit number If the DID number is not configured or not valid the Area Code and Phone Number entered in the Trunk Configuration window will be sent If the Area Code and Phone Number are not configured in the Trunk Configuration window the System Main Number in the System Configuration window will be sent Note These rules may be overridden by your PRI CID configuration or the SIP Trunk Pro...

Page 201: ...ine 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 60 Enable Forced Account Code Forces the user to enter an account code Override Allowed Prompts the user to enter an account code or the user can press to bypass the account code Account Code Validation Forces the user ...

Page 202: ...entralized Recording on page 106 this option requires either a shared Concurrent Recording Session license or a Dedicated Recording Seat license to be available Record on demand to extension VM Records non workgroup calls on demand which are saved to the extension s voicemail box No license is required for this option If the recording file size is larger than the mailbox size set for the extension...

Page 203: ...t on the left side of the Extension Configuration window You can change a Virtual extension to a Physical one and vice versa If you change the type to physical you can also set the location and configure the line as discussed in the Setting the Line Properties on page 190 For information about IP extension configuration see Setting Up IP Extensions on page 213 Assigning a Location to a Physical Ex...

Page 204: ...tion Board configuration window Figure 96 Triton Analog Station Line Properties dialog box Configure the following hardware extension specific features Parameter Description Caller ID Signal Format Message format with which to send Caller ID information None SDMF Single Data Message Format for supporting and sending a single data type such as phone numbers MDMF Multiple Data Message Format for sup...

Page 205: ...ng 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 supervision Range 600 1000 ms 1000 ms is default Caller ID Transmission Methods Specifies how Caller ID will be detected CID between 1st and 2nd ring Caller ID is received between first and second ring Most common ...

Page 206: ...ated in the Huntgroup Configuration window see Establishing Hunt Group Membership on page 244 Workgroups are created in the Workgroup Configuration window see Establishing Workgroup Membership on page 271 Group members are assigned in those configuration windows as well Once a group is established use the Extension Configuration window Group tab to configure hunt group and workgroup options for an...

Page 207: ... virtual extension 1 Click the group number in the Member list 2 Click the Remove button The group moves to the Not Member list Note You can use Shift click and Ctrl click to select more than one group Setting Wrap up Time You can set the Wrap up Time for the selected physical agent extension This option doesn t appear for a virtual extension or a non agent extension Wrap up time is a system delay...

Page 208: ...to The agent needs to be in the log in state to be able to pick up a call from the queue Logging Outbound Workgroup Calls You can assign an agent to an outgoing workgroup which is useful for call detail reporting and workgroup statistics All calls made by the agent while logged into the workgroup will be tracked as calls from the workgroup The agent s outgoing workgroup can be assigned to any work...

Page 209: ... per entry For example the 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 infor...

Page 210: ...t 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 Integ...

Page 211: ...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 212: ...ension list then click the Notification tab Figure 100 Extension Configuration Notification tab Individual users can also configure Message Notification within the AltiGen client applications MaxCommunicator and MaxAgent 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 store...

Page 213: ...outside numbers To configure this option select the extension group outside number and check the When Emergency Number Has Been Dialed check box Emergency number calls are logged to SecurityAlert txt see Where Security Alerts Are Logged on page 200 Unusual VM Activity Notification When certain unusual activity is detected from an extension s voice mail the system can notify a designated extension ...

Page 214: ...rentheses in the Data column 8 For the values you entered in the registry to take effect from the MaxAdmin menu choose Diagnostic Trace The Trace Filter dialog box opens Click the Minute Task button in the dialog box Alternatively you could restart the system for the values to take effect Note To have access to the commands on the Diagnostic menu you must first log into MaxAdmin with the password ...

Page 215: ...umber 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 these numbers by pressing Outcall to Cellular or PCS Phone Numbers When an outcall is made by the system for One Number Access Message Notification Zoomerang Call Forwarding and so on to a cellular or PCS phone it may ring the phone once but not...

Page 216: ...ht 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 configuration Setting Notification Business Hours You can choose one of three options for when the extension user is to be notified of new messages Non Business Hours notification only during non business hours Busines...

Page 217: ... 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 prefixes you specify in the Prefixes Allowed boxes Include all relevant prefix numbers for example if appropriate you would include 1 area code ...

Page 218: ...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 recommends that you leave the fourth option unchecked ...

Page 219: ... 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 voice mail If there is a...

Page 220: ...kgroup 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 01 5 means dial extension 102 wait 2 seconds dial 01 wait 3 seconds and then di...

Page 221: ...m 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 provides options for handling calls when no one answers the extension within a specified number of r...

Page 222: ...isabled unless One Number Access has been enabled as a No Answer option on the Answering tab of the Extension Configuration window Figure 103 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 forwarded to voice mail regardless of ONA settings To configure ONA select the extension number from the Agent Supervis...

Page 223: ... 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 Verification You can check the Verify Caller ID based on the following check box and then type in up to 10 phone numbers in the text boxes Whenever the system detects a call from one of the numbers entered here during the selected schedule the sys...

Page 224: ...essing events can be monitored by the extension user Once a monitor list is established the application logging into the extension can receive call events for the monitored extensions The monitor list is available in the MaxCommunicator and MaxAgent Monitor windows AltiConsole and in Line Monitoring events in AltiGen SDK WARNING Listening in to or recording a conversation without the consent of on...

Page 225: ...extensions in the Monitor List 2 Click Remove Check the Trunk Monitor Enable check box to allow monitoring of the AltiLink Plus trunk events at the selected extension Click the Default button to return the settings to the default the extension can monitor its own calls About Viewing Remote Extension Activity In order for agents in MaxAgent and MaxCommunicator to see the activity for remote extensi...

Page 226: ...Setting Up Monitor Lists 212 MAXCS ACM 6 7 Administration Manual ...

Page 227: ...ocol With SIP implementation the system establishes a signaling channel to an IP phone when the IP phone is in use Figure 106 Concept of signaling and media channels The media channel voice stream is connected between two IP phones under normal operation There are some special situations that require you to configure the IP phone to connect its voice stream to the server Please see Setting an IP E...

Page 228: ...luding 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 Channe...

Page 229: ...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 230: ...ents Configure Codec Profile Creating a profile for each codec type jitter buffer packet length DTMF tone delivery and ring back tone treatment SIP Early Media Assign Codec to Device Configuring codec profile to a single IP address or a range of IP addresses Monitor Codec Usage Viewing codec usage status ...

Page 231: ...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 phone will always connect the media channel to the server when this box is checked This box is checked by the system in the following situations The non workgroup call r...

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

Page 233: ... into the IP Codec setting Otherwise the system will use the Default Prefer G 723 1 support G 729 setting for your IP extensions For remote IP phone deployment If you do not enter the remote IP phone s IP address into the IP Codec table the system will use the Default Prefer G 723 1 support G 729 setting You can change the Default to Prefer G 729 support G 723 1 if desired To set up the VoIP codec...

Page 234: ...Setting an IP Extension 220 MAXCS ACM 6 7 Administration Manual ...

Page 235: ...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 236: ...ameter Description General Lets you specify the IP address of the MAXCS system the IP phone is connected to Also see Configuring Auto Discovery of Server IP Address on page 227 The version of firmware associated with the IP phone is automatically displayed in the Version field To protect the configuration on the IP phone check the Enable Configure Password check box and assign a numerical password...

Page 237: ...d in MAXCS then the SIP connection will fail SRTP Check this setting to have the selected extension 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 ...

Page 238: ...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 239: ... 8 bits in the IP header are reserved for the service type They can be divided into 5 subfields The 3 precedence bits have a value from 0 to 7 and are used to indicate the importance of a datagram Default is 0 higher is better 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 ...

Page 240: ...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 the account code Account codes are set up in System Configuration Account Code tab Line Park when selected enter the Line Park line ID in the field below The user...

Page 241: ...ition to making initial IP phone setup easier this feature is also helpful when there is a need to migrate MAXCS to a new IP address The administrator just needs to update the new MAXCS IP address in the DHCP server and then reboot all Altigen IP phones The phones will automatically pick up the new MAXCS IP address WARNING In the event that there are two MAXCS servers in a same network and all IP ...

Page 242: ...ed Options 3 Click the Add button 4 Enter the following Name AltiGen Server IP Address Data Type String Code 120 Description AltiGen Server IP Address 5 Click OK twice 6 Under the DHCP scope you created is a field labeled Scope Options Right click Scope Options and select Configure Options The Scope Options dialog box appears Click Add ...

Page 243: ...includes an item called Auto Discovery The user can select YES or NO for this menu item The factory default is YES When you Upgrade Firmware When you upgrade from firmware that does not support Auto Discovery Auto Discovery will be disabled by default When you upgrade from firmware that does support Auto Discovery the Auto Discovery setting will carry over When the user erases the IP phone configu...

Page 244: ... DHCP is ON and Auto Discovery is YES and DHCP option 120 is set the IP phone always gets a new IP address and DHCP option 120 refreshes the value of MAXCS SERVER even if MAXCS SERVER already has a value The screen pauses for 2 seconds while the IP phone gets the MAXCS IP address from DHCP 120 Disabling Auto Discovery To disable auto discovery on individual AltiGen IP phones each phone must have i...

Page 245: ...ty 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 code...

Page 246: ... extensions can be assigned to the appropriate group An analog trunk can be dedicated to one mobile extension user A PRI trunk and SIP trunk can only be shared by all mobile extension users Configuring the MobileExtSP Board Note For a Softswitch with a multi gateway system your Release 6 0 MobileExt configuration files are stored in the gateway in the following directory altiserv sp triton After u...

Page 247: ... Board MAXCS ACM 6 7 Administration Manual 233 Figure 111 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 248: ...ou assign SIP trunk channels from 1 3 to Group 001 and mobile extension 237 is assigned to Group 001 then when you make a call to Ext 237 only the SIP Trunk channels from 1 3 can be seized If all three channels are busy the call will fail while other mobile extensions using another mobile trunk group ID may not be impacted Mobile extensions are assigned to a group in the ExtensionAnywhere Configur...

Page 249: ...ion a DNIS access number must be set so that MAXCS can tell if the incoming call is a regular trunk call or a mobile extension off hook request Click the Add button in this panel to add a DNIS access number To remove a number select it and click the Remove button Mobile Extension Ports table displays fields for the channel target phone number caller ID trunk allocation shared or dedicated phrase 1...

Page 250: ...xtSP 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 dou...

Page 251: ... 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 Caller ID is the same as the cell phon...

Page 252: ...r all three check boxes in the Phrase panel Press Any Key To Answer Call when a call is answered by this mobile extension user the system will play the following phrase for the mobile extension user To accept this call please press any digit The user must press any key within 3 seconds to connect the call otherwise it will time out and the call will be treated as an agent extension RNA and will be...

Page 253: ... answer call check box If the mobile phone is running MaxMobile Communicator this check box should never be checked To send a call to the mobile phone s voice mail the Press any key to answer call check box must be unchecked Mobile Extension Limitations Only PRI mobile trunks can deliver Caller ID information to the mobile extension A mobile extension cannot support Centrex transfer After adjustin...

Page 254: ...Mobile Extension Limitations 240 MAXCS ACM 6 7 Administration Manual ...

Page 255: ...ability it lacks the following functions Does not generate real time queue and agent status for the hunt group Does not have a real time counter to track hunt group activities for reporting purposes Does not have logout reason code tracking capability Does not have recording capability Does not have service level threshold setting Does not have queue overflow and quick queue option Limited call di...

Page 256: ...e 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 you to apply changes to a particular hunt group or to select many huntgroups to which to apply the changes The Apply to button is disabled u...

Page 257: ...he System Configuration window A valid password cannot be the same as its hunt group number and must be 4 8 digits numbers or letters A Z in length Basic password patterns such as repeated digits 1111 consecutive digit strings 1234 or digits that match the extension Ext 101 using 1012 9101 10101 etc are not recommended The letters map to numbers on a phone for example as follows DID Number each hu...

Page 258: ...s VM system This setting regulates making international calls from voice mail and forwarding to an international number Caution Allowing any of these options may increase the potential for toll fraud Make sure the password is properly configured to prevent an intruder from using this voice mail box to make an outbound call AltiGen recommends that you leave the fourth option unchecked for all huntg...

Page 259: ...or System Restart Whenever the system is restarted the administrator can use the drop down list at the bottom of the Group Member tab to Keep Login Status all group members retain their original login status for that group prior to restart default setting All Login all group members are automatically logged into the assigned group after the system is restarted All Logout all group members are logg...

Page 260: ... ext hunt group number that is the letters ext followed by the hunt group number For example the default e mail name for hunt group 500 would be ext500 Retrieve Voice Mail by E mail Client selected this sends voice mail to the user s e mail as an attachment Deselected voice mail is retrieved as voice mail Enable Mail Forwarding selected the hunt group s e mail will be forwarded to the e mail addre...

Page 261: ...ed AltiGen Voice Mail System messages Announce Time Stamp Before Playback Selected the user hears the timestamp time and date of each message before playback Confirm Callback Number Selected system confirms the accuracy of the caller s number Enable Distinctive Call Waiting Tone Selected the user hears three different call waiting tone cadences to distinguish between internal external and operator...

Page 262: ... this option does not prevent the user from getting message waiting indicators or stutter dial tone when new messages are received Urgent Voice Messages Only All Voice Messages Please note that the system will start notification as soon as it enters non business hours under the following conditions Extension is set to notify Urgent Voice Message Only Notification is set to Non Business Hours Voice...

Page 263: ... 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 these numbers by pressing Outcall to Cellular or PCS Phone Numbers When an outcall is made by the system for One Number Access Message Notification Zoomerang Call Forwarding and so on to a cellular or PCS phone it may ring the phone once but n...

Page 264: ... 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 configuration Setting Notification Business Hours You can choose one of three options for when the extension user is to be notified of new messages Non Business Hours notification only during non business hours Business ...

Page 265: ...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 Extension forward caller to an extension Group forward caller to another group Line Park forward caller to a Line Park group Forwarding All Calls When you do not...

Page 266: ...ling 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 forwarding options for no answer call handling Next Group Member ring the next available agent until all available agents are rung If all agents are busy caller will stay in the hunt g...

Page 267: ...ps 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 In addition if you check the Enable Single Call Handling for Agent check box the system will not send calls to an agent who puts a call on hold If this option is not checked the system will distribute calls to the agent even if the agent has a call on hold In...

Page 268: ...dio Peripheral Configuration on page 65 Setting a custom configuration in the Queue Management tab involves selecting other available phrases from the drop down lists Depending on how long the caller is in the queue the caller will hear phrases 1 5 in order after which phrase 5 will be repeated For information about creating custom phrases see Chapter 7 Auto Attendant Configuration ...

Page 269: ...11 codec channel The voice stream is multicast to multiple IP phones on the LAN Any extension analog or IP can initiate a paging call by dialing 46 the Paging Group number When paged an IP phone in idle state will automatically turn on the speaker play a beep and then play the page When receiving an incoming call during a paging session the IP phone will automatically stop the paging session and s...

Page 270: ...irst Name and Last Name of the paging group each with a maximum of 32 characters Password for the paging group The default is the system password set on the Number Plan tab of the System Configuration window Description for the paging group To add members to a Paging Group 1 On the Group Member tab of the Paging Group Configuration window select the desired extension s in the Not Member list Use S...

Page 271: ...s 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 an IP phone in a different network segment needs to be in a paging group you need to configure intermediate routers to pass through the IP multicast packets IP paging to...

Page 272: ...258 MAXCS ACM 6 7 Administration Manual ...

Page 273: ...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 274: ... or is forwarded due to time out Configuring Line Park To configure line park select PBX Line Park Configuration Figure 123 Line Park Configuration window Setting 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 ...

Page 275: ...y System Play greeting phrase to caller when parked Select this option 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 exte...

Page 276: ...l from ringing again while it is parked Note The IP phone s programmable key will be blinking when a call is parked at a line ID that is configured to the phone If the associated programmable key has Play Tone function turned on and a ring tone is configured at the IP phone in idle state the user will hear a ring tone when a call is parked Allow 51 to pick up when this check box is checked it allo...

Page 277: ...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 278: ...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 279: ...gent s phone is off hook for too long causing the phone to enter an error state The priority queuing feature in the ACM edition of MAXCS has the following capabilities Tag priority 1 9 to a call entering system 1 is the highest priority and 9 is the lowest priority Call priority can be set at DNIS Routing Caller ID Routing IVR Advanced Call Router and SDK If no priority is tagged to a call the def...

Page 280: ...ng workgroups setting their attributes and assigning group members To open the Workgroup Configuration window select Call Center Workgroup Configuration Figure 125 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 re...

Page 281: ...Click the Add button under the Group List 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 Click OK Establishing Basic Workgroup Attributes After you create a workgroup you can set basic attributes on the Workgroup Configuration General tab First Name and Last Name each with a maximum of 32 characters Password the d...

Page 282: ... 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 number Caution Allowing any of these options may i...

Page 283: ... options Total Answered Calls Total Abandoned Calls Total Overflowed Redirected Calls Workgroup Recording Options The system administrator can specify the following workgroup call recording options for a workgroup WARNING Listening in to or recording a conversation without the consent of one or both parties may be a violation of local state and federal privacy laws It is the responsibility of the ...

Page 284: ...incoming and outgoing workgroup calls as specified The default is to record all workgroup calls To see this option click the Agent Recording Management button This opens the following window For each agent you can change the option Record N out of 10 calls For example if you set to record 4 out of 10 calls the 1st 4th and 11th 14th and so on will be recorded Using this example in the following tab...

Page 285: ...kgroup Membership Add agent extensions to a workgroup on the Group Member tab in the Workgroup Configuration window Figure 127 Workgroup Configuration Group Member tab To add extension s to a workgroup 1 Select the workgroup in the Group List 2 On the Group Member tab click the extension number s in the Not Member list Use Shift click and Ctrl click to select several extensions 3 Click the Add but...

Page 286: ...dministrator can use the drop down list at the bottom of the Group Member tab to Keep Login Status all group members retain their original login status for that group prior to restart default setting All Login all group members are automatically logged into the assigned group after the system is restarted All Logout all group members are logged out of the workgroup when the system is restarted Set...

Page 287: ...on 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 par...

Page 288: ...each agent in the workgroup should be assigned a skill number according to that agent s knowledge and ability on the Group Member tab Incoming calls can be set to ring agents according to skill number thus more closely directing the caller to an available agent qualified enough to help the caller but ideally not over qualified You can determine the skill required by the caller and set the SKLR num...

Page 289: ... Definition list for that skill number Setting Rules for Skill Based Routing The Skill Coverage Rule on the Skill Based Routing tab establishes the pool of agents who can handle a particular workgroup call based on the SKLR setting for that call The group may comprise Only agents assigned that skill number Agents with a given skill number and lower Agents with a given skill number and higher This ...

Page 290: ... the incoming call may handle this call Agents with the lowest skill number are rung first With this option that would be agents whose skill number matches the SKLR Set the SKLR see page 274 as if you were setting a minimum skill level requirement for the call For example say a technical support group has agents with skill level 1 beginner 2 intermediate and 3 expert If you select the Equal or Hig...

Page 291: ...uration means 1 When a caller with SKLR 9 waiting is in queue for 30 seconds the caller s SKLR will be changed to 8 Agents with skill level 8 and 9 are able to handle the call 2 If the caller stays in queue for more than 60 seconds the caller s SKLR will be changed to 7 Agents 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 ...

Page 292: ...s 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 293: ...lect the group and check Enable agents to access voice mailbox of workgroup 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 Co...

Page 294: ... 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 newly received messages Selecting this option does not prevent the user from getting message waiting indicators or stutter dial tone when new messages are received Urgent Voice Mess...

Page 295: ...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 296: ...ision 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 configuration Setting Notification Business Hours You can choose...

Page 297: ... the workgroup queue waiting for any agent to become available If there is no agent logged in at this moment the system will use Group Logout Handling to handle this call Group Voice Mail AA forward caller to an auto attendant Extension forward caller to an extension Group forward caller to another group Line Park forward caller to a Line Park group Forwarding All Calls When you do not want the wo...

Page 298: ...t 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 forwarding options for no answer call ha...

Page 299: ...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 300: ...4 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 301: ... 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 302: ...tom configuration The default audio phrases are discussed in Audio Peripheral Configuration on page 65 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 t...

Page 303: ...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 304: ...allers 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 on extension to which the third party application is co...

Page 305: ...pens 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 137 Workgroup Configuration Advanced Queue Management Announcement tab To configure queue announcements 1 Select any of the following check boxes Use Default System P...

Page 306: ...trolled 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 138 Workgroup Configuration Advanced Queue Management Menu Selection tab To set up the Menu Selection 1 In the Digits field select 0 9 or 2 For the highli...

Page 307: ...tween 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 calls to last in first out Whe...

Page 308: ...0 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 309: ...Configuration The MaxCall Configuration screen is for entering Transmit CID numbers to be used when an agent uses the MaxCall application to play a phrase to a callee The campaign names and transmit CIDs you enter here appear in a drop down list on the MaxCall tab in MaxAgent MaxCommunicator and MaxOutlook The agent selects a CID by campaign name before handing a call off to MAXCS Then MAXCS plays...

Page 310: ... 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 Click OK The campaign names and caller IDs then appear in MaxAgent MaxCommunicator and MaxOutlook in the MaxCall tab drop down list To edit a Transmitted CID 1 Select a campaign and click the Edit button 2 Make your changes and click OK To delete a Transmitted CID S...

Page 311: ...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 312: ...m 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 invitation templa...

Page 313: ... meeting You can select one meeting at a time Functions can also be performed on an existing meeting by right clicking the meeting and selecting from the context menu Click a column head to sort by that column An arrow is displayed that indicates the sort order ascending or descending Click again to reverse the sort order Use the scroll bar at the bottom of the window to display additional columns...

Page 314: ...e MAX1000 system expected participants may not exceed 12 Host Select the extension number of the host of this meeting The host can start and stop the meeting and can mute and drop meeting members Frequency Select the frequency of this meeting from the drop down list A weekly or monthly meeting can actually be specified as every 2nd week month or every 3rd week month and so on Middle panel Options ...

Page 315: ...s to be a permanent meeting 2 If the meeting is to begin as soon as it is scheduled select Now If the meeting is to begin at another time select On Date and enter a date and start time To select a date click the Calendar button To select a start time click the Down arrow and use the slide bar Weekly Meeting If you select Weekly from the Frequency drop down list these are your options in the middle...

Page 316: ...uration field specify the duration of the meeting using the Up Down arrows 3 In the Start field specify the start of the meeting by clicking the Down arrow and using the slide bar 4 Select either On Date to specify a day of the month by number for example the 10th day of the month or select On to specify a day of the month by name for example the first Monday of the month If you use On Date the sp...

Page 317: ...d into a new message in Outlook and the Outlook Subject field is filled in with Conference Call Invitation Choose the people to whom you want to send the invitation make any edits you may want to make and click Send Modifying the E mail Template You can edit the e mail template used by MeetMe Conference to be suitable for your situation The same template is used for all meeting invitations To modi...

Page 318: ...select the meeting and choose Stop Manually stopping a meeting frees up resources Otherwise the resources will not be freed until the scheduled meeting duration is over Continuing a Meeting Beyond Its Duration Time When the scheduled meeting time is up the meeting may continue if no other scheduled meeting needs the resources If another meeting is scheduled and the resources are needed for that me...

Page 319: ...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 320: ...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 321: ...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 322: ...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 323: ...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 324: ...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 325: ...rnet 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 ...

Page 326: ...ayout 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 rou...

Page 327: ...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 328: ...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 329: ...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 330: ...er The IP UDP RTP header adds 40 octets per packet With a packet length of 20ms the IP headers will require 16kbps of bandwidth in addition to whatever codec is being used Transmission Medium In order to travel through the IP network the IP packet is wrapped in another layer by the physical transmission medium The transmission medium such as Ethernet will add its own header checksums and spacers t...

Page 331: ...nager Please check the Internet Protocol TCP IP Properties of your server NIC interface and assign a fixed IP address to this server User name Password Login Domain Via Server DomainAdmin Logging in as DomainAdmin gives you rights to change the entire Enterprise Manager configuration Default 22222 You can change the password in Enterprise Manager Note This password is not the same as the MaxAdmin ...

Page 332: ...ted server Click buttons in the toolbar to perform configuration tasks Click a column heading to sort by that column Configuration Buttons Servers button displays the VoIP domain name servers in the system and server ID length Lets you add remove servers and change the VoIP domain master Lets you re route outgoing calls of global extensions and redirect AltiGen IP phones Displays the configuration...

Page 333: ...efines the IP dialing table for a MAXCS site Specified information here includes a codec profile and a protocol SIP or H323 for the communication from this site to the selected site IP Codec tab lets 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 Configurat...

Page 334: ...10 255 255 255 To open a window where you can set or modify codec profiles click the Codec button in the Enterprise Manager toolbar Figure 145 Codec profile setting window in Enterprise Manager Named codec profiles are listed on the left To create a new profile click the Add button ...

Page 335: ...nabled and silence is detected during a call MAXCS stops sending packets to the other side This decreases the bandwidth requirement however the voice quality may be degraded slightly These are system wide settings G 711 G 723 G 729 Jitter Buffer Range ms Indicates the delay in milliseconds used to buffer G 711 G 723 G 729 voice packets received from the IP network Voice packets sent over the IP ne...

Page 336: ...Administrator Guide table on page 223 Extension level configuration takes precedence over a codec profile that is assigned in Enterprise Manager See the next section UDP User Datagram Protocol is a communications protocol that offers a limited amount of service when messages are exchanged between computers in a network that uses the Internet Protocol IP TCP Transmission Control Protocol is a set o...

Page 337: ...h a different SIP transport assigned in Enterprise Manager If the IP extension supports TLS and the codec profile does not then the IP extension policy holds That way you can configure a range of IP addresses in the IP dialing table or IP codec and have only a few IP addresses extensions support TLS If the IP extension has not configured TLS as its transport and the codec profile supports it then ...

Page 338: ...orks If your server is behind NAT or you need to regulate WAN VoIP sessions you need to do some configuring on the IP Networks tab in Enterprise Manager The tab allows you to specify the following three items for a single server or for member servers in the VoIP domain How many VoIP sessions to allow through Public Pipe How many VoIP sessions to allow through Intranet Pipe NAT support when the ser...

Page 339: ...g the system s private IP address with a public address when sending VoIP packets to outside devices If you have an intranet linking multiple locations you must enter the IP address range and define the Pipe as Intranet If the AltiGen system and this intranet are behind the same NAT router you need to check the Private Network check box If you have VPN service over public WAN you must enter the VP...

Page 340: ...ou want to regulate how many VoIP sessions can be connected to the server through a Public or Intranet Pipe 1 In the Public Pipe panel check the Enable box 2 Enter the maximum WAN bandwidth you want to allocate to VoIP connections The system will calculate the maximum sessions for each type of codec automatically 3 You can change the G 711 sessions by using the Up Down arrow button Notes When calc...

Page 341: ... 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 you need to FULLY disable this feature on the firewall NAT route...

Page 342: ...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 343: ...gure 146 IP Dialing Table tab in Enterprise Manager The left side of the window displays the VoIP domain name the server ID length and the name ID and statuses of the global servers in this Domain To add an entry to the IP Dialing Table click the Add button below the table ...

Page 344: ...fering 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 SIP Select if destination supports SIP protocol H323 Select if destination supports H 323 protocol Codec Select which codec profile to use If the selected profile is incompatible with the...

Page 345: ...her 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 The name of the server appears in the Location Name field and the name of your AltiGen product ...

Page 346: ...f this system If this system has multiple IP addresses enter the one that can communicate with other member servers 6 Click OK and wait for 5 to 60 seconds depending on the size and configuration of the system The display in the Enterprise Location Manager window changes to show the name of the VoIP domain and this server as Master ...

Page 347: ...sword when the Domain Admin adds this server into the domain To reduce the complexity of administration you can use the same key for all member systems 6 Click Apply then click Close Repeat these steps for each server you want to make available to the VoIP domain To actually add a server to the domain using Enterprise Manager see Adding a Server to a VoIP Domain on page 334 Working with Servers in...

Page 348: ...l length If you are not sure about future expansion using a 3 digit length is advised Adding a Server to a VoIP Domain Important Before you add a server to the domain you need to make sure that the System ID specified in MaxAdmin System Configuration tab is not the same as another member server s System ID Enterprise Manager will use the System ID to build a unique identifier in the multisite data...

Page 349: ...ting one of the member systems and clicking the Set as Master button Rejoining a Server to the VoIP Domain If a 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 al...

Page 350: ...gistered when their own server primary server experiences a problem that interrupts phone service The IP phones will register 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 do...

Page 351: ... 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 352: ...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 353: ... 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 354: ... 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 extension number exists as a Global extension in one member system and as a Local extension in other systems The same extensio...

Page 355: ...conflict also requires resolution to determine which system will host the Global extension Changing an Extension s Scope from Local to Global If you need to resolve a conflict by making a Local extension into a Global extension follow these steps 1 Select the extension in the User panel and click the Resolve tab 2 Select the server name extension where you would like the Global extension to reside...

Page 356: ...pe is as follows After you change extension 100 to Local the scope of 100 will be Note After you make the change users in Systems B and C cannot dial and ring extension 100 Only System A users can call local extension 100 Situation 2 One or more Global with conflict Before you make the change the scope of extensions 403 and 404 is as follows After you change the two extensions to Local their scope...

Page 357: ...e A marks extension 1001 as removed and adds it to a Relocated Extension List REL The configuration of extension 1001 is still remembered in site A even though it appears to be removed Site B creates extension 1001 If extension 1001 is found in site B s REL the extension 1001 will be restored in site B However the fields listed above will be overwritten with the settings of site A s extension 1001...

Page 358: ...rator or the user should configure the Call Restriction Speed Dial list and so on for one time in site B These configurations will be stored on site B Later if the extension is relocated to site B again no additional configuration is needed as the previous configuration will be restored If multiple systems in the VoIP domain have a PRI interface it s possible that DID numbers could be duplicated F...

Page 359: ...ate Server for AltiGen IP Phones on page 336 Note When you redirect AltiGen IP phones voice mail is not moved Otherwise the extension configuration changes of the redirect feature are the same as they are with normal relocation Note If Native VM Integration with Microsoft Exchange 2007 is also configured users can access their voice messages from both the primary and alternate servers if both have...

Page 360: ...on the IP phone Menu System AW Server but cannot configure it When redirect is enabled Primary Server and Alternate Server are added to the phone s System menu They are read only Configuring Departments in a Multi site VoIP Domain In a VoIP domain departments can be defined and added to extensions An extension in one MAXCS system can be assigned to only one department However the same extension nu...

Page 361: ...ant the call to be dialed though the system in the U K to its PSTN network Global LCR has higher priority than local outcall routing The system will check the Global LCR entries first before the call is handled by the local system s outcall routing rules Before you configure Global LCR you need to evaluate the following conditions How many concurrent calls will be routed through the target system ...

Page 362: ...ost 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 1510 the country c...

Page 363: ...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 364: ...When Information May Be Out of Sync 350 MAXCS ACM 6 7 Administration Manual ...

Page 365: ...rver 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 353 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 conf...

Page 366: ...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 367: ...runk 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 sti...

Page 368: ...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 369: ...e 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 149 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 S...

Page 370: ...several minutes to an hour depending on the amount of extensions and their voice mail files 6 Later when replication is complete check the option Automatically assume control when active system is not available To find out when the replication is complete or a system is updated see Checking the Status on page 356 Note This option is only available for the standby system Once redundancy switchover ...

Page 371: ... 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 ...

Page 372: ...he 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 Click OK 6 Go to Control Panel Network Connections From the menu select Advanced Advanced Settings Move the shared NIC to be the first one in the Connections panel ...

Page 373: ...ng 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 374: ...k Enable Virtual IP Addresses Support 3 Click the Advanced button 4 Double click the VM Server IP address to configure the address Monitor Status Configure Addresses for Enterprise and VM Servers You can monitor the status and configure the addresses of the Enterprise server and the Voice Mail server In MaxAdministrator select System Softswitch Component Management Applications Server tab ...

Page 375: ...e 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 figure Click the Configure button beside the Cu...

Page 376: ...rvice Status section then click the Start button Manually Switching Over In the Redundancy Administration window see Figure 150 on page 357 a Manual Switch Over button allows you to switch control from the active server to the inactive one This button is enabled only when all redundancy related services of both systems are running and the inactive server has finished replicating the active server ...

Page 377: ...guration Maintenance When you need to reconfigure or shut down the systems follow these guidelines Bootup Shut Down Procedures 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 a...

Page 378: ...he 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 addre...

Page 379: ...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 380: ...Limitations 366 MAXCS ACM 6 7 Administration Manual ...

Page 381: ...anagement 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 155 System Summary window The system summary report displays ...

Page 382: ...ve 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 156 IP Cumulative Traffic Statistics window This window displays the following data Parameter Description Internet Address The IP address of the VoIP system or device Packets Sent Number of voi...

Page 383: ...NMPv3 agent MAXCS sends SNMP traps to the management console when alarming conditions are detected Note The SNMP traps are sent by the Altigen services SPServ Softswitch up Softswitch down traps AltiKeep warm start trap and AltiServ all other traps so those services need to be started or the traps will not be sent SNMP Management Console To use SNMP you need an SNMP management console that is SNMP...

Page 384: ...onfiguration 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 average CPU utilization exceeds a specified percentage in any 10 minute duration Default value is 80 The next trap will b...

Page 385: ...en 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 Server connection state transitioning from up to down is detected Enterprise Manager Master up specific trap When MAXCS is in Enterprise Manager slave role and Enterprise Manager master state transitioning from down to up is de...

Page 386: ...cessive 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 minutes Excessive hard disk usage on Softswitch specific trap When hard disk usage of MAXCS transitioning f...

Page 387: ...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 388: ...te 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 be started Successful ping from Exchange Server to MAXCS and vice versa When You Install...

Page 389: ...s g Move the MAXCS server to the Domain h Use the AltiPassword change utility C AltiServ Exe AltiPwdChange exe to change all AltiGen service accounts to run as this new user account Note In the future if you need to debug you must log in to the MAXCS server with this user account Figure 158 Add the user created by the MAXCS install program or created by you in step 4 to the Domain Admin group in A...

Page 390: ...a mailbox for the service account that was created during installation or created by you in step 4 above see Figure 160 Figure 160 Creating a mailbox for the service account created during installation 3 In MaxAdmin choose System Voice Mail Configuration then select the Exchange Integration mode you want to use and enter the name not the IP address of Exchange server see Figure 161 ...

Page 391: ...Name In the example in Figure 162 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 162 First name and last name in MAXCS must match the display name in Exchange Server or synchronization will fail Also to synchronize MAXCS voice mail with Exchange voice mail in Bridged Access mode you must ha...

Page 392: ... working for that user This is all you need to do if you selected the Synchronize with Exchange 2003 2007 option in the Voice Mail Configuration Screen If necessary see Testing for Synchronization on page 389 and Troubleshooting Tips on page 390 Additional Steps for Bridged Access and Native VM Integration In addition to the steps given thus far in this chapter follow these additional steps for Br...

Page 393: ...al plan see Figure 165 Figure 165 A Default UM Mailbox Policy is created when you create a new dial plan 3 After creating a dial plan open its Properties dialog box select the Settings tab and change Audio Codec to G 711 see Figure 166 4 Click OK Figure 166 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 ...

Page 394: ...ter the name of the gateway b Enter the IP address of your MAXCS server c Browse for and select the dial plan you just created d Click New 6 If your system has multiple gateways repeat step 5 to add all of your gateways as UM IP Gateways 7 Associate your dial plan to the Exchange Server UM To do this in the Exchange Management Console go to Server Configuration Unified Messaging select the server ...

Page 395: ...slieXiaSS 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 396: ...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 170 The policy associated with the dialing plan we just created is LeslieXiaSS Default Policy 3 Enter the user s MAXCS extension number in the Manually entered mailbox extension field make sure the extension number is the same...

Page 397: ...ow 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 Exchange voice mailbox after returning the call Configure the following in Microsoft Exchange 2007 1 Check Allow out...

Page 398: ...Server in a different dial plan but having the same country code This is used by an auto attendant and when an Outlook Voice Access subscriber searches and tries to call the user in the directory This entry consists of a number prefix and n number of x characters for example 020xxxxxxx To determine the telphone number UM will append the last n digits from the telephone number that is specified in ...

Page 399: ...dialing rule or if you want to create a dialing rule type the name of the dialing rule up to 32 characters text characters only This is the display name for the dialing rule that will be displayed in the Exchange Management Console Number Mask Define the number mask for the dialing rule A number mask is used to define the telephone number format that a Unified Messaging server will use to determin...

Page 400: ... can contain only numbers and the character x Comment Use this text box to input a comment or description for the dialing rule that you are adding Figure 174 Creating a dialing rule For example if the business number of a personal contact is 5102529712 then the number mask should be set as 91510xxxxxxx because UM will add 91 automatically and the Dialed Number is 9xxxxxxx so that the final dialed ...

Page 401: ...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 digit selected in step 1 to all the SIP Tie entries Click the first SIP Tie entry and assign the digit then use the Apply button to...

Page 402: ...ick the Add button in the IP Device Range panel 7 Select the codec profile you just created specifically for Exchange 8 Enter the IP address of the Exchange Server in both the From and To fields Be sure that this IP address does not fall into any other device range Check the IP Codec tab and the IP Dialing Table tab If it does reset that range into two ranges one that ends just before the Exchange...

Page 403: ...2003 2007 configured for this user To Test Message Delivery to Exchange 1 Leave a voice mail for extension 100 The message light illuminates 2 Log on to the Exchange Mailbox from Outlook and check for the message in the inbox The message should be titled 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 m...

Page 404: ...ange Integration Service from Control Panel Administrative Tools Services then open Control Panel Mail or Mail and Fax and click Show Profiles Remove the service profile 3 Start the AltiGen Exchange Integration Service from Control Panel Administrative Tools Services If this doesn t work contact AltiGen Technical Support To gather trace files 1 Log in to Admin first with the password jazzy and the...

Page 405: ... may have to restart the Exchange Server and MAXCS Notes Prevent attempts by the Exchange Administrator Manager to use the existing service account 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 synchroniz...

Page 406: ...Notes 392 MAXCS ACM 6 7 Administration Manual ...

Page 407: ...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 408: ...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 usually 9 This numbe...

Page 409: ... 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 address extension number or password You can reconfigure the client extension in the Device Detect window See Changing TAPI Configuration Parameters on page 398 Note If the client extension is not in the AltiGen TAPI Device Detect win...

Page 410: ... remove AltiGen TM Communications Service Provider from the Phone and Modem Options dialog box see Figure 179 and then add it back Repeat the verification of the AltiGen server IP extension and password information if your extension information is not shown properly in AltiGen TAPI Device Detect see Figure 179 Set Up Phone Dialer 1 Launch Phone Dialer From Windows 2000 select Start Programs Access...

Page 411: ...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 412: ...onfigure the Dialer to use an extension 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 window Changing TAPI Configuration Parameters To change TAPI Configuration Parameters 1 In Windows go to Control Pan...

Page 413: ...ice 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 and click Add ...

Page 414: ...Changing TAPI Configuration Parameters 400 MAXCS ACM 6 7 Administration Manual ...

Page 415: ...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 416: ...est 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 MA...

Page 417: ...folder icon Click the folder icon to open a browse dialog box that lets you select the folder to back up to When you click OK in the dialog box the selected drive or directory is displayed in the field below the Backup To drop down list 4 Click OK to start the backup In the System Data Management window the progress of the backup appears Scheduling Backups You can set up automated backup on a sche...

Page 418: ...t 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 The specified director...

Page 419: ...d 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 184 MaxAdmin Extension Security Checker Checking Extension Security Generally...

Page 420: ...ptional 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 Start Stop All AltiGen Services You can start or stop all AltiGen services from the Windows Start menu All Programs MAXCS Utilities Start Stop All AltiGen Services Status Description Secure Pwd Internal Only Has...

Page 421: ...Gen Technical Support right from the Trace Collector dialog box Technicians can run the Trace Collector tool from the Windows Start menu and also from MaxAdmin s Diagnostic menu Log in with the super technician password jazzy and then the current password when logging into MaxAdmin This enables the diagnostic menu options Note Trace Collector is not available from an MaxAdmin installed in a remote...

Page 422: ...blem 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 applicable when 66 is ...

Page 423: ... 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 Start Collecting Click this button to begin the trace collection according to the time range and trace categories you chose All collected files will be zipped to a single file which will be listed in the Collected ...

Page 424: ...e folder to feature code 66 Trace Collecting Limitations If you run Trace Collector on MAXCS installed machine If MAXCS is not running Trace Collector can only collect the trace of this machine The traces in memory such as AltiConnect Trace Dump and Service Provide Log Dump and Stand alone Gateway Trace will not be collected If the default gateway is not running the traces for Triton DSP Trace Dum...

Page 425: ...d be placed in the C PostOffice Phrases Music directory A file that you want to use for music on hold must be named MusicOnWaiting To save the AltiGen system MusicOnWaiting file rename it before replacing it 3 Check the files you want to convert 4 In the Format panel select a format 5 Click Convert If a file format is incorrect an error message pops up Read Config Read Config or Configuration Read...

Page 426: ...the HTML files showing your configuration Columns across the top of the opening page let you view statistics on different components of your configuration Work Hunt Group Converter The MAXCS Work Hunt Group Converter allows you to convert workgroups to hunt groups or hunt groups to workgroups To launch the Work Hunt Group Converter select Services Utilities Convert Work Hunt Group Figure 185 Work ...

Page 427: ...ettings queue announcement agent announcement queue quit forward returns to default value to voice mail call distribution if previously configured to Ring First Available Member Ring Next Member or Ring All the setting is not changed If configured to any other settings the setting is configured to Ring First Available Member To convert select the workgroup indicated in the Type field and click the...

Page 428: ... imported how many extensions were skipped and how many extensions failed 6 If an extension already exists you are prompted whether to replace the extension If you overwrite an extension fields that are not specified in the csv file are not overwritten with default values or blank values For example if the column Department is not included in the csv file but is configured in the extension that yo...

Page 429: ...r the server path user name and password 4 Click the Read Active Directory button All user information is displayed in the table A record must have either an Ext Number or First Name or Last Name or Mail Address otherwise it will not be not listed in the table 5 Select the extensions you want to import You can use the Select All button but only records that have an extension number can be selected...

Page 430: ... default value except for the extension number The report file s name is ReportImportAD txt It is in the altiserv exe directory Exporting the Extensions in a MAXCS System 1 Go to Services Utilities Export Extensions 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 sel...

Page 431: ...cking a button You also can rename an existing phrase to a meaningful name rather than pressing digits on the telephone Note The AltiGen Custom Phrase Manager requires a Client SDK license 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...

Page 432: ...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 433: ...a Phrase To play a phrase 1 Select the extension you will be using to listen to the phrase 2 Click the Play button The extension will ring 3 Answer the ring and a voice announces the phrase before playing it 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 phrase or its descri...

Page 434: ...g box opens 3 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 3 Click the Re Record button 4 When finished recording press on the phone and follow the instructions ...

Page 435: ...red to open the Board Configuration window b In the Board Configuration window click the Board Configuration button c In the next Board Configuration window select E1 as the configure type and click OK Important When changing from E1 to T1 then back to E1 trunk channel properties and channel group properties will be reset to default values It is important to make sure the trunk channel properties ...

Page 436: ...f all configurations are correct the status should be shown as OK as in Figure 186 3 Click the Protocol button in the Channel Group Configuration dialog box to open the Protocol Configuration window Figure 187 Data Link Layer 4 Select E1 CAS as the Span Type and select the Switch Mode according to your country in the E1 R2 Setting field and click OK 5 In the Trunk Configuration window click the Tr...

Page 437: ...24 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 424 In call signaling configure the in call signaling value according to Table 1 on page 424 The circled fields in Figure...

Page 438: ...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 439: ...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 440: ... 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 441: ...31 For 6 digit DID set to 111116 K 31 For 7 digit DID set to 1111116 K 31 For 8 digit DID set to 11111116 K 31 Panamá Nacional MFC R2 Set calling part category 1 Assume no caller ID provided Incoming sequence DID DNIS In call signaling depend on how many DID digits For 3 digit DID set to 113 6 For 4 digit DID set to 1113 6 For 5 digit DID set to 11113 6 For 6 digit DID set to 111113 6 For 7 digit ...

Page 442: ...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 443: ... 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 444: ...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 445: ...or 6 digit DID set to 111115 K 36 For 7 digit DID set to 1111115 K 36 For 8 digit DID set to 11111115 K 36 Venezuela Nacional MFC R2 Set calling part category 1 Assume no caller ID provided Incoming sequence DID DNIS In call signaling depend on how many DID digits For 3 digit DID set to 113 6 For 4 digit DID set to 1113 6 For 5 digit DID set to 11113 6 For 6 digit DID set to 111113 6 For 7 digit D...

Page 446: ...e next Board Configuration window select E1 as the configure type and click OK Important When changing from E1 to T1 then back to E1 channel group properties will be reset to default values It is important to make sure the channel group properties are configured properly Follow the steps below to re check your settings for the physical layer and data link layer 2 In the Board Configuration window ...

Page 447: ...dialog box to open the Protocol Configuration window 4 Select Regular ISDN PRI as the Span Type and select the Switch Mode according to your country in the ISDN PRI Setting field and click OK Figure 190 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 434 ...

Page 448: ...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 449: ...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 450: ... Descend DNIS Digits Signal 3 DTMF can be 3 to 10 digits Caller ID Signal DTMF if available Not every service provider provides Caller ID over T1 lines CSU DSU Requirements The CSU channel service unit is a device used to connect a digital trunk line coming in from the phone company to the PBX A CSU can terminate signals repeat signals and respond to loopback commands sent from the central office ...

Page 451: ...orted Hunting Most Idle Least Idle Ascend Descend DNIS Digits can be 3 to 10 digits CSU DSU Requirements The CSU channel service unit is a device used to connect a digital trunk line coming in from the phone company to the PBX A CSU can terminate signals repeat signals and respond to loopback commands sent from the central office Service Parameters Request Information for E1 To subscribe to E1 ser...

Page 452: ...ignment Data Channels Assignment 1st channel channel ID 0 Channels Assignment 17th channel channel ID 16 Hunting Most Idle Least Idle Ascend Descend DNIS Digits can be 3 to 10 digits CSU DSU Requirements The CSU channel service unit is a device used to connect a digital trunk line coming in from the phone company to the PBX A CSU can terminate signals repeat signals and respond to loopback command...

Page 453: ...witch is running on a Windows 2008 system BasePort 49664 This is because Windows 2008 has some system services use ports in the 49152 range For a single chassis system X BasePort Y BasePort Total IP codec channels x 2 For a multi chassis system you need to enter multiple ranges For external VoIP connection through a firewall TCP UDP Remote AltiGen IP phone IPTalk to phone service 10032 10064 5061 ...

Page 454: ...tions through a firewall TCP UDP AltiConsole 10025 MaxCommunicator MaxAgent IPTalk VM service for MaxCommunicator MaxAgent 10025 10026 10028 MaxCommunicator MaxAgent MeetMe Conference 10040 MaxSupervisor 10025 10027 10028 10029 10050 MaxMobile Communicator 10080 10081 Client Applications Auto Update 10050 CDR Search 10025 Remote MAXCS Administrator 10068 VRManager VRManager may not work behind NAT...

Page 455: ...nd NAT For remote IP phones behind NAT you don t need to do any configuration However if the remote firewall NAT router blocks outgoing traffic then you will need to open the following ports on the remote firewall NAT router UDP 10060 UDP 30 000 31 000 TCP 10064 ...

Page 456: ...442 MAXCS ACM 6 7 Administration Manual ...

Page 457: ...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 458: ...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 459: ...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 460: ...446 MAXCS ACM 6 7 Administration Manual ...

Page 461: ...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 462: ...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 463: ...s 93 menu items configuring 90 prompts phrase management 93 push URL Web page 90 recording custom phrases 94 setting call priority 90 setting call SKLR 90 auto logout agents 273 auto record personal extension calls 188 auto discovery of server IP ad dress configuring 227 disabling 230 two servers in network 230 B B8ZS Binary 8 Zero Substitution 148 back up system data 402 backing up files 403 Back...

Page 464: ...uration 226 country for system 46 cross talk test tool 402 CSU installation 156 CT Bus clock master and T1 E1 Clocking 148 CT Bus clock setting 74 CT Bus mode setting 74 CT Bus test tool 402 cumulative IP traffic statistics 368 Current Resource Statistics win dow missing IP resource 448 Current Resources Statistics win dow 40 current traffic statistics refresh interval 41 custom application and me...

Page 465: ... digit translator 50 52 extension scope changing 341 Extension Security Checker 405 Extension View window 37 external logging 62 F failover when network is down 339 FastStart Enabled option 158 feature code programmable key 226 files backup 403 firewall configuration 309 firewall opening ports 439 firewall NAT router configuring port forwarding 327 first digit 48 first digit translator 50 flash ke...

Page 466: ...k 206 226 line park configuration 259 live call handling enabling 207 local network defining 325 location format for trunks 38 log file security alert 200 logging outbound workgroup calls 194 login 33 login failed Enterprise Manager 317 logout 33 M mail forwarding setting extension for 197 mail management for extensions 195 for workgroups 277 mailbox 195 information only 196 size 198 247 279 mailb...

Page 467: ...verview 173 route definitions 174 out of sync 349 outgoing call blocking 137 outgoing calls blocking all 60 overhead paging 67 overlap dialing 119 330 P packet length 321 pager notification 248 281 paging overhead paging 67 trunk configuration 118 paging group configuration 255 password changing 33 extension 185 PBX menu 34 personal call recording options 187 phone display options 191 phone number...

Page 468: ...ing 174 router 309 routing by caller ID 167 by caller ID DNIS 167 by DNIS 169 incoming calls 167 routing rules in call 167 RTP RTCP settings 447 RTP packet length 321 RTP RTCP definition 447 Rx level improving 133 Rx level measuring 133 S scheduling backup 403 scope of extension changing 341 VoIP domain 339 seat based licenses assigning 41 secure RTP 322 security alert log file 200 security detect...

Page 469: ...on 447 checking network configura tion 447 checking traffic 447 loop back test 447 poor voice quality 447 VoIP board 447 troubleshooting T1 PRI 156 trunk access code 118 121 attributes 120 Centrex 120 configuring recording 121 dialing scheme 119 direction of transmission 118 incoming call routing 136 location format 117 phone number 119 trunk access 53 trunk access code vs route access code 118 17...

Page 470: ...ng 136 windows view boards trunks etc 36 work days setting up 54 Work Hunt Group Converter 412 Work Hunt Group Converter tool 412 workgroup adding a 267 answer handling 285 business hours 272 configuration 263 configuring basic attributes 267 converting to hunt group 412 incoming call handling 282 logging outbound calls 194 mail management 277 message notification 280 queue management 287 recordin...

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