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Altigen AltiContact Manager Version 4.6, Administration Manual

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AltiContact Manager Administration Manual

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AltiWeb

AltiContact Manager integrates VoIP, IVR, and Microsoft Internet
Information Services (IIS) to provide the AltiWeb feature, which allows
internet users to talk to an extension via VoIP and share web pages.

System Requirements

•

Client/Server System only: AltiContact Manager 4.6 or higher
running on Windows 2000 or Windows NT

•

Client System: Microsoft Internet Explorer 5.5 or better, or Netscape
4.7 or better, NetMeeting 3.01, and Sound Card

•

Web Server: Microsoft Internet Information Services (IIS) 4.0/5.0

AltiWeb Components

 

Figure 1.

AltiWeb Component Overview

Summary of Contents for AltiContact Manager Version 4.6

Page 1: ...AltiContact Manager Version 4 6 Administration Manual Revised 06 2003 4413 0001 4 6...

Page 2: ...accuracy AltiGen Communications Inc will not be liable for technical or editorial errors or omissions contained within the documentation The information contained in this documentation is subject to...

Page 3: ...e over IP Session Support AltiContact Manager Features 1 24 AltiWare Tools 1 25 Optional Add On Software 1 25 Optional Add On Products 1 26 Optional Kits 1 26 Chapter 2 System Requirements 2 1 Hardwar...

Page 4: ...ion 3 11 To Begin New Installation 3 11 Before Upgrade 3 18 Backup Database 3 18 Shutting Down the AltiGen Switching Service 3 18 To Begin Upgrade 3 19 Online License Registration Procedures 3 29 Manu...

Page 5: ...ing Trunk Feature IP Trunk Route Access 5 6 Setting Business Hours 5 8 Routing Calls on Holidays 5 9 Configuring System Speed Dialing 5 11 Adding Names and Comments 5 12 Defining System Call Restricti...

Page 6: ...e OE 6 8 Triton VoIP Board 6 8 Board Installation 6 9 Troubleshooting Common Symptoms and Solutions 6 10 Configuring the Triton T1 PRI Board 6 11 Service Parameters for T1 6 12 Service Parameters for...

Page 7: ...ID Digit Length 9 1 Defining the IP Dialing Table 9 2 Setting the Location ID Digit Length 9 3 Defining Remote Locations 9 3 Setting VoIP Codecs 9 5 Network Configuration Guidelines for VoIP 9 8 Netwo...

Page 8: ...ing Caller ID Route Entries 12 2 Defining the Routing 12 3 DNIS Routing 12 3 Adding and Deleting DNIS Route Entries 12 4 Defining the Routing 12 5 Agent Logout Reason Codes 12 5 Call Recording 12 6 Ch...

Page 9: ...Restrictions 13 27 Setting Answering Options 13 28 Forwarding All Calls 13 29 Enabling Do Not Disturb 13 30 Handling Busy Calls 13 30 Setting Call Waiting Options 13 31 Handling Unanswered Calls 13 3...

Page 10: ...ling 14 21 Setting Queue Management Options 14 23 Chapter 15 Workgroup Configuration 15 1 Creating a Workgroup 15 2 Establishing Basic Workgroup Attributes 15 2 Service Level Threshold 15 4 Centralize...

Page 11: ...Quit Option 15 24 Operation Notes 15 25 Chapter 16 Setting Up IP Extensions 16 1 AltiGen IP Phone Service 16 1 Intercom with IP Phones 16 1 IP Connections and Voice Quality 16 2 System Requirements 16...

Page 12: ...e 21 4 Setting up an Exchange Server 21 10 Exchange on Windows 2000 21 34 About AltiReach Configuration 21 36 Chapter 22 AltiWeb 22 1 System Requirements 22 1 AltiWeb Components 22 1 Installing AltiWe...

Page 13: ...onal Call Router Advanced Features 25 20 Testing Call Router 25 28 Testing SQL Server Database 25 30 APPENDIX A Call Accounting Report Formats A 1 RTM Data Schema A 9 SMDR Reporting Format A 15 Trunk...

Page 14: ...xii AltiContact Manager Administration Manual Index I 1 Readers Comment Form R 1...

Page 15: ...rt 68 of the FCC Rules These limits are designed to provide reasonable protection against harmful interference when the equipment is operated in a commercial or residential environment This equipment...

Page 16: ...must also be installed using an acceptable method of connection In some cases the company s inside wiring associated with the single line individual service may be extended by means of a certified co...

Page 17: ...log Trunk Interfaces for Loop Start Ground Start and Loop Start Services Disruption of Network If any Quantum or Triton boards disrupt the telephone network the telephone company can discontinue your...

Page 18: ...nstructions before attempting to operate the equipment and before connecting the power supply Always follow basic safety precautions to reduce the risk of fire electrical shock and injury to persons T...

Page 19: ...rate al caminar sobre l A fin de evitar el sobrecalentamiento del equipo no obstruya las ranuras y aberturas que se encuentran sobre las cubiertas del m dulo ya que stas se suministran para su ventila...

Page 20: ...rk alone Work with another person who knows the locations of the power off switches especially if you are working with exposed electrical circuits See note above Follow the instructions in the manual...

Page 21: ...erra No trabaje s lo Trabaje con alguna otra persona que conozca las ubicaciones de los interruptores de apagado de la corriente el ctrica particularmente si est usted trabajando con circuitos el ctri...

Page 22: ...m der wei wo sich der AUS Schalter befindet besonders dann wenn an freiliegenden Schaltkreisen gearbeitet wird Siehe obige Anmerkung Beachten Sie die Anleitungen im Handbuch sorgf ltig besonders dann...

Page 23: ...from the host machine earthing terminal to the building earth 5 The host machine SELV circuit is connected to the protective earthing terminal in accordance with EN60950 cl 2 5 6 The host machine ISA...

Page 24: ...tar operando en SELV conforme lo indica el EN60950 1992 edici n 2 A4 3 La instalaci n de este aparato la DEBEN ejecutar profesionales 4 La m quina principal DEBE conectarse a tierra conforme lo dispon...

Page 25: ...ar el equipo en cuesti n Cualquier uso distinto INVALIDAR la aprobaci n otorgada al aparato si como resultado de dicho uso ste deja de cumplir con los est ndares para los cuales se otorg la aprobaci n...

Page 26: ...diese Genehmigung ung ltig Power Failure Fallas en La Energ a El ctrica Netzausfall In the event of a power failure the first telephone extension on each card except for the CD0012UD is connected dire...

Page 27: ...fied equipment to the telephone ports RJ11 of the patch panel or the audio in out jacks on the AltiServ card 2 Warning THIS EQUIPMENT MUST ONLY BE INSTALLED AND MAINTAINED BY SERVICE PERSONNEL 1 Adver...

Page 28: ...iterios No excedan de 5 mm en cualquier direcci n o No excedan de 1 mm de ancho sin importar su longitud 3 Cualquier orificio del chasis que no cumpla con las especificaciones anteriores deber cubrirs...

Page 29: ...alimentaci n 2 El conductor de conexi n a tierra del equipo complementario no podr ser de dimensiones inferiores m nimo calibre 8 AWG se recomienda el calibre 6 AWG a la dimensi n de los conductores...

Page 30: ...rth point 3 The host machine ISA bus pins B1 B10 or B13 MUST be tested to ensure that there is less than 0 1 Ohms to the earthing terminal 4 The host machine PCI bus pins complies with PCI Board speci...

Page 31: ...s de que la instalaci n de las tarjetas de extensi n no redundar en la infracci n de los Requisitos de Seguridad que se indican con anterioridad 6 Observe que cuando instala un sistema que utiliza tar...

Page 32: ...forderungen PCI Board specifications Rev 2 1 5V 32 bit 5 Vor dem Einbau der entsprechenden PC Personal Computer Karten in das Geh use gem den PC Herstelleranweisungen ist sicherszustellen da durch den...

Page 33: ...er purchase Whom the Warranty Protects This warranty is valid only for the first end user purchaser What the Warranty Does Not Cover 1 Any product on which the serial number has been defaced modified...

Page 34: ...e problem 3 For additional information contact AltiGen via e mail at support altigen com Effect of State Law This warranty gives you specific legal rights and you may also have other rights which vary...

Page 35: ...required Chapter 3 Software Installation describes software specifications of the AltiContact Manager system Chapter 4 Getting Around ACM Administrator describes how to navigate the AltiContact Manage...

Page 36: ...and restore procedures Chapter 20 System Report Management describes system management reports on summary traffic system log and call detail summary Chapter 21 Data and Internet Integration describes...

Page 37: ...Repair Services Technical Support describes technical support customer service repair and replacement policies and forms Glossary Index and Readers Comment Form Related Publications Related publicatio...

Page 38: ...xxxii AltiContact Manager Administration Manual...

Page 39: ...bined several separate compelling contact center productivity applications into one integrated system to handle daily voice Internet and email interactions AltiContact Manager is designed with an intu...

Page 40: ...Mail or to external server Data synchronization with agent and supervisor desktop applications Local and Remote IP agent and supervisor capability Monitor and Barge in capable of advanced historical g...

Page 41: ...lling the associated AltiWare software ACM Platform chassis and AltiGen Quantum and Triton boards may also be added and must be installed into PCI slots See System Limitations on page 2 11 for details...

Page 42: ...ort boards running on previous AltiWare releases are automatically upgraded to 12 port boards with AltiContact Manager With a 30 port upgrade license the 12 port board can be upgraded to a 30 port boa...

Page 43: ...ovides an easy to use graphical user interface It lets you configure administer and maintain the AltiContact Manager system and can be used as a platform for third party enhanced application developme...

Page 44: ...ill 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 u...

Page 45: ...a display Up to 64 characters are transmitted and displayed If your local exchange carrier provides enhanced caller ID such as caller name this information will also be displayed Caller ID Routing the...

Page 46: ...that is based on FSK Frequency Shift Keying a modulation technique for data transmission Tone or voltage based message waiting options can also be selected Phones with FSK based message waiting indica...

Page 47: ...ringback tone when the called party is in voice mail paging transfer or conference state The call is shown as ringing in AltiConsole Multiple Call Waiting with Personalized Greetings a personal queue...

Page 48: ...put on hold again If the call is still on hold after two minutes the system will ring the user again Power Failure Transfer upon loss of power this feature allows the first trunk and first extension...

Page 49: ...ions where there is no access to toll free numbers See Planning is Essential on page 11 1 for more information Transfer to AltiGen Voice Mail System allows anyone in the office to send an outside user...

Page 50: ...eria CDR Search provides workgroup statistics from the real time monitoring function used in the AltiSupervisor client application Settings in ACM Administrator let you specify time intervals for savi...

Page 51: ...have up to 128 members Workgroup Monitoring allows real time monitoring of workgroup information trunk state group status call queue status details of group queue entries and agent status Limited moni...

Page 52: ...codes may be defined Workgroup Silent Monitoring with the Triton Resource Board allows a workgroup supervisor to silently monitor calls between workgroup agents and callers Personal calls also also b...

Page 53: ...s which are then collected and used for routing the call Direct Station Transfer allows the IVR to handle all incoming calls instead of being answered by an operator Callers can dial an extension numb...

Page 54: ...s allows users to set up Call Forwarding away from the office and without having to access AltiReach or AltiView Disable a Mailbox voice mailboxes can be disabled so that callers cannot leave messages...

Page 55: ...ination notification phone number Operator assisted paging is also supported Personal Greeting allows users to record greetings in their own voice to be played when callers reach their voice mail Prio...

Page 56: ...mplete SMTP POP3 email server is built into the AltiContact Manager system so that all you need is an SMTP POP3 email client to send and retrieve Internet email The system allows use of alpha characte...

Page 57: ...and or working at home to download all new voice and email messages in their the AltiGen Voice Mail System Post Office Box via a local internet access line Support of Internet E mail Standards allows...

Page 58: ...ensions huntgroups etc based on DNIS digit information configured in system administration routing tables Email and Voice Mail Storage can be placed on drives other than the AltiContact Manager server...

Page 59: ...of extensions for forwarding voice mail Up to 100 distribution lists can be created Each distribution list can have up to 64 entries and each entry can be another distribution list Voice Mail Alert An...

Page 60: ...nistrator board window This can be used to relate a Triton VoIP board to a hardware board DTMF Remote Carriage DTMF tones and or digits are detected and sent out of band over a reliable TCP IP channel...

Page 61: ...successful Also the Overlap dialing is enabled and the dialing sequence is smoother for end users Without the need for cable configuration and the purchase of additional analog ports there can be sig...

Page 62: ...elated AltiContact Manager features are supported during IP trunk call sessions Refer to the AltiServ User Guide for more details on how these features work over IP trunks Incoming and Outgoing Trunk...

Page 63: ...ss multiple systems can be deleted CT bus Test Tool detects one way connection cross talk bad MVIP cable and static noise problems Optional Add On Software AltiConsole a personal computer based Attend...

Page 64: ...ueue announcements CDR Search allows administrators to search CDR files for records that meet selected criteria and allows workgroup supervisors to search both CDR files and workgroup CDR statistics O...

Page 65: ...system reboot One pre assigned DB 25 parallel port system key is included with every copy of AltiContact Manager upgrade or original Each system key has a unique key designated for a particular AltiGe...

Page 66: ...s the following minimum system configuration IBM PC compatible system with adequate number of full size ISA and PCI slots Microsoft Windows NT Server 4 0 with Service Pack 6a or higher installed or Mi...

Page 67: ...y UPS Using a UPS prevents power fluctuations and surges on power sources from utilities Windows NT files can be corrupted as a result of power failure or improper system shutdown Caution Corrupted fi...

Page 68: ...procedure is to install the VoIP boards first then set up the IP extensions If there are no VoIP boards in the system and no IP extensions are loaded then no IP extensions can be set up Functional Sp...

Page 69: ...um D Board Automatic Power Failure Transfer ISA Bus Triton Analog Extension Board The Triton Analog Extension telephony board has a dedicated voice channel for every extension port and FSK only messag...

Page 70: ...ID receiving Centrex flash and voice silence activated answer supervision This board is also compatible with major PCI chassis vendors The Triton Analog Trunk board has the following functional chara...

Page 71: ...rts either T1 E1 or PRI through software configuration has the following functional characteristics MVIP Compatible 256 Port Non Blocking Switch Matrix Jumper Free Configuration PCI Bus Tone detection...

Page 72: ...Do not use a side to side rocking motion to remove the connector or by pulling the cable Be careful to make sure pins in the MVIP connector on the board line up with the sockets on the MVIP cable Fail...

Page 73: ...your system based on the trunk extension mix required at your site La Tabla No 2 lista los m dulos de la tarjeta de telefon a AltiGen Esta selecci n le permite optimizar su sistema con base en la mez...

Page 74: ...werden alle 8 Anschlu Karten automatisch zu 12 Anschlu Karten aufger stet Mit der Lizenz zur Aufr stung f r 30 Anschl sse kann Board Tarjeta Karte Model Number No de Modelo Modell Nummer Description D...

Page 75: ...e Nur in Nord und S damerika und der Karibik erh ltlich System Limitations Note the following limitations for board installation and Triton VoIP board and port combinations Table 3 Board Installation...

Page 76: ...The power requirements are as follows for each individual board Los requisitos de energ a el ctrica son los que se indican a continuaci n para cada tarjeta individual Die folgende Tabelle zeigt den E...

Page 77: ...de enfriamiento Es menester que estos abanicos reduzcan efectivamente el calor e incrementen el flujo de aire que ingresa a las tarjetas de telefon a AltiGen a fin de garantizar la confiabilidad del s...

Page 78: ...ser Ventilator hat die Aufgabe effektiv Hitze zu reduzieren und gleichzeitig den Luftstrom zu den Fernmeldekarten zu erh hen um die Zuverl ssigkeit der Anlage zu gew hrleisten Beim Einbau eines Ventil...

Page 79: ...to dissipate static and grounding wrist foot straps is necessary In the manual assembly process boards must be removed from the anti static bag and placed gently on a dissipative workstation mat so th...

Page 80: ...descarguen en forma segura antes de que las toquen El tapete dispersor debe contar con una capa superior de caucho y una capa inferior c El tapete debe limpiarse en forma regular utilizando un limpiad...

Page 81: ...antistatisches Reinigungsmittel verwendet werden Die folgende Tabelle enth lt die funktionierenden Spezifikationen f r das AltiGen Telephoniebret Packaging for Shipment and Storage AltiGen telephony...

Page 82: ...ible for Ext 101 to bring in Ext 102 into the conference if Ext 102 is located on the same Quantum board as Ext 101 Once Ext 102 joins the conference no other members can join this conference call as...

Page 83: ...er Contains the CallRouter installation program CDR Contains the CDR Search Client that allows you to search a Call Data Reporting database along with documentation and external logger service DINA Ma...

Page 84: ...et to Automatic all other AltiGen services should be set to Manual Preparing to Install AltiContact Manager The following is a step by step procedure for installing or upgrading the AltiContact Manage...

Page 85: ...required for their product to work with the release you are about to install Installing over old versions If AltiWare 4 6 is installed there is no need to uninstall it before installing AltiContact Ma...

Page 86: ...et IP ext only VoIP H 245 VoIP H 245 From 49152 to Nb VoIP RTP VoIP RTP From 49152 to Nb Web Client AltiLink NetMeeting Chat plus VoIP ports described above 10025 1720 AltiGen IP Phone 10032 Polycom B...

Page 87: ...se Type Description Notes AltiContact Man ager Site Required for ACM Product User can run ACM and ACM Administrator but only 8 business users are available and all ACM related licenses will not be abl...

Page 88: ...ntral location a recording session license is required If there are not enough licenses the recording request will be rejected Only available with ACM product Only applies to Triton Analog extensions...

Page 89: ...ies of AltiContact Manager software new are shipped with a system key Once registered system keys have license keys associated with them All license keys are individually tracked and can only be regis...

Page 90: ...hods There are two ways a system can be registered These are based on the ability of the AltiContact Manager system being installed and registered to have Internet access Manual Online Registration If...

Page 91: ...n 3 System key and associated license keys Completion of the final step of this process generates an activation file that will be used to populate the actual system with valid registration information...

Page 92: ...e software ordered Other optional software such as AltiAgent and AltiSupervisor must also be upgraded to be compatible with 4 6 4 6 compatible licenses Lost Licenses AltiGen views a registered license...

Page 93: ...numbers All extensions in the AltiContact Manager configuration must be the same length You cannot change the extension length once the first extension is configured which is something you do later r...

Page 94: ...ROM into the CD ROM drive 5 Select and read the Readme txt file 6 After reading the Readme txt file click on SETUP EXE in the AltiContact Manager folder 7 At the Welcome page window exit all Windows...

Page 95: ...supported 11 Setup will create a user account for AltiWare services AltiGen recommends that you do not change the default password If you still wish to change this you may enter a password no longer t...

Page 96: ...Setup will use the following disk drives as noted for PostOffice AltiDB and AltiDB Backup or you may select another local drive Note It is recommended that the local drive used should have at least 2...

Page 97: ...Manual 3 15 3 Software Installation 15 Setup allows you to select the components you wish to install By default all components are checked and it is recommended that you do not uncheck any items 16 C...

Page 98: ...AltiWare databases 18 Setup Window will prompt for the Country System Home Area Code and Extension Length When finished click OK Note Once the Extension Length is set and you click OK you cannot chan...

Page 99: ...he installation process 21 Recommended After rebooting run the MVIP test program from Start AltiWare AltiWare Tools MVIP test 22 Use AltiAdmin to register your licenses Follow the steps for Online Lic...

Page 100: ...n information to a different location such as the network drive You can do this by using the backup utility OR by copying the contents of the altiserv db altiserv Phrases LangCustom and postoffice fol...

Page 101: ...running ACM Admin you can shut down the services using Windows 2000 NT Services 1 Do one of the following On the Windows 2000 desktop select Start Programs Administrative Tools Services On the NT des...

Page 102: ...istrator account Note If you plan to run Exchange Integration you must have domain administrator rights 4 Insert the AltiContact Manager CD ROM into the CD ROM drive 5 Select and read the Readme txt f...

Page 103: ...k existing licenses to see if they are registered or partially registered Depending on these conditions Setup will proceed to either Sub step 1A No registered Licenses or Sub step 1B Partially Activat...

Page 104: ...to proceed to Step 12 b Register license now if you select this option and click Next you will automatically launch AltiContact Manager s License Information window Click Online Register to activate y...

Page 105: ...hen click Next to proceed to Step 12 b Look at partially activated licenses and continue if you select this option and click Next you can view your existing licenses and their activation status in the...

Page 106: ...window Click Online Register to activate your license s and follow the steps for online registration on page 3 32 12 Setup will check service status 13 Setup will create a user account for AltiContact...

Page 107: ...ation 14 Setup is creating the user account 15 Setup will use the following disk drives as noted for AltiDB and AltiDB Backup or you may select another local drive Note It is recommended that the loca...

Page 108: ...Manager Administration Manual 16 Setup allows you to select the components you wish to install By default all components are checked and it is recommended that you do not uncheck any items 17 Setup wi...

Page 109: ...eate program folder and icons Upgrade AltiContact Manager databases 19 Setup is almost complete Setup will suggest running CT bus test before rebooting If the CT bus test option is checked the test wi...

Page 110: ...or later then click Finish to end Setup 21 If the CT Bus test fails it is recommended that you address the CT Bus failure before you reboot the system You can manually run the CT Bus test program thr...

Page 111: ...the Triton Analog Station board provides 12 extensions You may increase the number of software supported extensions up to the maximum available by adding station licenses Each license you enter adds t...

Page 112: ...3 30 AltiContact Manager Administration Manual 1 From the About AltiContact Manager window in ACM Admin click on the License Information button 2 Click the Registration button to open a new License In...

Page 113: ...e license keys that you wish to add and activate License keys are located on the End User License Agreement sent with every License purchase 4 In the License Key field of the Add License pop up window...

Page 114: ...Key field is automatically loaded This information is located on the End User License Agreement In the Dealer Installation ID field enter the ID number assigned to your Dealer This information can be...

Page 115: ...Manual 3 33 3 Software Installation For the Customer Information and Installer Information sections fill in all fields required and click Next when finished 9 The next web page allows for entering of...

Page 116: ...er Administration Manual Click Add More Keys to add more licenses or click Next to register these licenses Note All keys are case sensitive 10 The next web page displays the licenses that have been ac...

Page 117: ...es such as unsupported OE 4 X licenses b not enough digits in license number c wrong license number d license number registered to another system key You may attempt up to three retries to validate li...

Page 118: ...ge continues the registration by initiating a product registry program At the Security Warning prompt click Yes to install and run the program If you click No or close this box the Web Registration wi...

Page 119: ...ng that an email of the registration process results has been sent to the customer and installer Save the email for future reference You may close this web page 14 Return to the AltiContact Manager sy...

Page 120: ...Registration Procedure To manually register any license through online registration where the local AltiContact Manager system has no Internet connection follow these steps 1 From the About AltiConta...

Page 121: ...ocated on the End User License Agreement sent with every License purchase 4 In the License Key field of the Add License pop up window enter the license key and click OK Continue adding licenses with t...

Page 122: ...ealer Installation ID In the System Key field enter your System Key located on the End User License Agreement In the Dealer Installation ID field enter the ID number assigned to your Dealer This infor...

Page 123: ...Manual 3 41 3 Software Installation For the Customer Information and Installer Information sections fill in all fields required and click Next when finished 10 The next web page allows for entering o...

Page 124: ...AltiContact Manager Administration Manual Click Add More Keys to add more licenses or click Next to register these licenses 11 The next web page displays the licenses that have been activated and are...

Page 125: ...es such as unsupported OE 4 X licenses b not enough digits in license number c wrong license number d license number registered to another system key You may attempt up to three retries to validate li...

Page 126: ...istration by initiating a product registry program 14 At the end of the Web Registration save the exctl file to a floppy disk 15 Return to the AltiContact Manager machine In the License Information wi...

Page 127: ...ose Run from the Windows NT Start button and type rdisk at the prompt For Windows 2000 use the Accessories System Tools Backup utility program and select Create an Emergency Repair Disk from the Tools...

Page 128: ...ows NT Start button and click on ACM Administrator in the AltiContact Manager or ACM Admin folder 2 If you are opening ACM Administrator enter the server name when prompted If you are logging into ACM...

Page 129: ...he standard Windows shutdown procedure 4 After adding or removed hardware it is recommended to run MVIP test from Start AltiContact Manager ACM Tools MVIP test Transferring the AltiContact Manager to...

Page 130: ...down list select the drive and directory to which you backed up the files in Step 1 e Click OK to start the restore f Once the restore is complete click the Exit icon to exit the data manager g Shut d...

Page 131: ...r system key You must plug your system key into either a parallel or USB port for upgrading to AltiContact Manager Make sure your system key is fully inserted into your parallel or USB port prior to i...

Page 132: ...installed on c drive to your system environment path through Control Panel System Environment path after finishing AltiContact Manager s installation but before restarting your system Failed to upgra...

Page 133: ...any other system on the LAN for remote maintenance On a remote Windows NT or Windows 2000 client system on the LAN ACM Administrator allows control of one or more AltiContact Manager systems System D...

Page 134: ...s The main window contains separate child windows or different views of the system There are five default views the boards agent extensions trunks workgroups and call log Additionally if appropriate y...

Page 135: ...Phone configuration CallCenter Management Opens configuration windows to work with Call Center agent extensions workgroups application extensions and IVR Report System Summary System Log and IP Traff...

Page 136: ...Agent Configuration window the same function as CallCenter Management Agent Configuration Workgroup Opens the Workgroup Configuration window the same function as CallCenter Management Workgroup Config...

Page 137: ...various views into the internal system setup and active status Boards View Window The Boards window displays the AltiContact Manager Quantum or Triton boards hardware status It displays the card loca...

Page 138: ...h IP Extension enabled has logged onto an IP extension the location will show the static IP address you have assigned If you use dynamic IP addressing this location will change every time the user log...

Page 139: ...en when the trunk is idle and red when the extension is not ready or in use The location format is slot channel for example channel 3 on the board in slot 9 is location 09 03 You can double click any...

Page 140: ...o the workgroup Login the number of agents logged into the workgroup Not Available the number of agents who are currently on the phone or who are unavailable with the Do Not Disturb or other status Wr...

Page 141: ...ng time in 24 hour format and the length of the call You can select calls and click the Print button to print the selected log entries for the call You can click the Clear button to clear the window o...

Page 142: ...ottom of the window in the Status Bar displays informational and status messages such as name of the operator disk usage status status of external logging current time and other data Setting the Refre...

Page 143: ...f you re already logged in Select Change Password from the Services menu to open a Change Password dialog box You ll be prompted type in and verify the new password and then click OK Stopping the Alti...

Page 144: ...Stopping the AltiGen Switching Service 4 12 AltiContact Manager Administration Manual...

Page 145: ...perator and manager extensions country extension and DID number lengths distinctive ring conference call and system park options Number Plan how the system responds to each first digit dialed Business...

Page 146: ...de and number operator extension country distinctive ring conference call and system park options To access the General settings select System Management on the Management menu or click the System ico...

Page 147: ...way the phone rings Enable Distinctive Ring establishes a short double ring cadence for internal calls and a normal single ring for external calls Unselected both rings are normal Enable Operator Prio...

Page 148: ...ithout first deleting all affected extensions For example if 7 is assigned to Extension and you re using extensions 7010 7113 etc you cannot reassign 7 to IP trunk access without first deleting all th...

Page 149: ...escription Extension Length The number of digits for your extension numbering system Valid entries are from 3 6 For example extension 2001 and 4020 are 4 digit extension numbers Note The extension len...

Page 150: ...s 2999 If this DID Number Length option is set to 4 the system always tries to match the last 4 digits received to the last 4 digits of a DID number regardless of what is received Note To accommodate...

Page 151: ...ure the IP Dialing Table as discussed in Defining the IP Dialing Table on page 9 2 and set the VoIP codecs as discussed in Setting VoIP Codecs on page 9 5 Note After setting the IP Trunk Access code h...

Page 152: ...peration The business hours schedules are used to set other AltiContact Manager settings such as trunk usage or routing DNIS calls to different extensions depending on the time and day Note Because th...

Page 153: ...er Description Work Day Select the days of the week on which the company does business For example if the company does business Monday Friday the check boxes for those days should show check marks AM...

Page 154: ...enter a description to identify the holiday 2 Set call routing for normal holiday hours using the field group in the upper half of the Holiday window This is the default route for calls coming in on...

Page 155: ...ers available are from 00 59 used following the system speed dial access code 88 Speed dial settings for individual extensions are set in Extension Configuration See Setting up Station Speed Dialing o...

Page 156: ...ause Adding Names and Comments If you want to add names and comments for the users convenience use the following steps 1 Configure the system speed dialing numbers as described in the preceding proced...

Page 157: ...enu then click the Call Restriction tab Figure 6 Call Restriction window System Configuration Blocking Calls to Area Codes from All Extensions To add or edit system prohibited area codes 1 Double clic...

Page 158: ...eck box Enabling Hop Off for Tie Trunks When selected this function allows calls over T1 tie trunks to use PSTN trunks or other servers when those trunks have been configured to accept tie trunk calls...

Page 159: ...ith the restrictions to use for the tie trunk calls Creating Account Codes Account Codes let you enable or force users to assign incoming and outgoing calls to particular account codes for billing tra...

Page 160: ...ntact Manager system and RTM data which is workgroup related statistical data captured from the real time monitoring function used in the AltiSupervisor client application Both types of data can be se...

Page 161: ...stem Management on the Management menu then click the Call Reports tab Figure 9 Call Reports window System Configuration Internal Local Logging of Call Data Data To enable CDR collection to the local...

Page 162: ...om the real time monitor This setting with intervals ranging from 15 minutes to 1 day 24 hours provides the minimum level of granularity at which RTM data Workgroup Statistics will be reported from th...

Page 163: ...e regardless of when you actually make the Renew selection External Remote Logging of Call Data AltiContact Manager allows you to output call accounting to a Microsoft SQL 7 or SQL 2000 database or to...

Page 164: ...ot provide any SQL backup and restore utility We strongly recommend that you use SQL Backup and Maintenance utility to perform daily backup and maintenance jobs and use a restore utility to restore th...

Page 165: ...a COMM Port to export to for example an 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 t...

Page 166: ...ions and call tracking The tenant IDs are matched on the one hand to extensions and on the other hand to trunks so that extensions are matched to trunks or more precisely extension tenant IDs are link...

Page 167: ...sign extensions to tenant IDs 1 Select Agent on the Call Center Management menu to open the Agent Extension Configuration General window 2 For each extension you want to assign to a tenant ID a In the...

Page 168: ...t appears To change the extension to tenant ID assignment Open the Agent Extension Configuration General window as discussed in the steps on the previous section under To assign extensions to tenant I...

Page 169: ...tact Manager uses the Toll Call Prefixes to determine the type of outside call and imposes restrictions when necessary For example if the international toll call prefix is 011 and a user attempts to m...

Page 170: ...access code to seize the call You may enter up to three 3 emergency numbers in the appropriate fields Note When using this option make sure your system s trunk access code is available Setting the TDM...

Page 171: ...indow System Configuration Set CT BUS Clock select Auto or Manual to identify the appropriate board that will serve as the CT Bus Clock master Audio Peripheral Configuration The Audio Peripheral confi...

Page 172: ...ear the music or recorded announcement configured in Audio Peripheral configuration only if the user places the caller on hold by pressing FLASH or LINK If the user presses HOLD except on the Alti IP...

Page 173: ...eplaced with AltiGen s ADPCM format To convert a wav file to AltiGen ADPCM format run wav2alt exe available at AltiGen s web site Once the wav file is converted rename the file to MusicOnWaiting and r...

Page 174: ...ns To play an update prompt every thirty seconds 1 Select the Play Update Prompt checkbox 2 Use the drop down list to select the prompt number you want to use for the greeting message Configuring Over...

Page 175: ...ktop Figure 1 Board window For the board you want to configure double click the board s icon in the Boards window to open the Board Configuration window Important To implement some board configuration...

Page 176: ...d run it The Board ID must be the range of 0 to 15 and each AltiContact Manager system supports a maximum of 2 boards Once installed and the system powered up the board is displayed in the Board View...

Page 177: ...the physical board ID 0 is not supported the valid physical board IDs are 1 15 Channel Mapping List Logical Channel Physical Span and Physical Channel for the entire board To reset the channel select...

Page 178: ...tion window Board Configuration Opens a diagnostic dialog box Figure 3 Quantum Board Debug You can send a debug string to the board or you can do a DSP Dump Memory Dump or FMIC Dump Reset Board Resets...

Page 179: ...ote This is informational only and cannot be edited Channel Mapping List Shows the board Logical Channel Physical Span and Physical Channel To reinitialize channels select the channel to reset and cli...

Page 180: ...ve the same features regarding LS The LS GS board is required when ground start trunks may be required Double click the board s icon in the Boards window see Figure 1 to open the Board Configuration w...

Page 181: ...d cannot be edited Channel Mapping List Group Shows the board Logical Channel Physical Span and Physical Channel To reinitialize channels select the channel to reset and click the Reset Channel button...

Page 182: ...AltiContact Manager VoIP uses DSP engines residing on the Triton VoIP board to perform the voice processing functions needed for H 323 devices Quantum and Triton boards are connected via MVIP connect...

Page 183: ...rd The device driver provides access to resources on the Triton VoIP board to applications Port Specifications See Chapter 2 System Requirements for limitations on configuring Triton VoIP boards and p...

Page 184: ...Statistics window and the AltiWare IP Cumulative Traffic Statistics window in Contact Manager to view network traffic 3 Check the RTP and RTCP Settings Make sure UDP port numbers 49152 49199 are not a...

Page 185: ...is not installed already Refer to the Microsoft Web site for installation instructions 2 Triton VoIP Board is Not Installed Properly Refer to the Quick Installation Guide for more details on proper i...

Page 186: ...o establish service The information provided below identifies the recommended and supported parameters for T1 service T1 Service Request Information When ordering T1 service provide the following serv...

Page 187: ...F B8ZS without power recommended Service Order Code SOC 6 0P AS 2 T1 Channel Assignment Trunk Type In Out or 2 Way recommended Channels Assigned 24 Enter partial channels if you wish to subscribe to b...

Page 188: ...lowing service request information Equipment Information Product Manufacturer AltiGen Communications Inc Product Name AltiContact Manager Phone System CSU DSU ADTRAN T1 ACE recommended or other CSU DS...

Page 189: ...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 Bo...

Page 190: ...splays the board serial number and allows you to reconfigure the Clock Frequency Digit Duration and the Firmware File Name The Operating mode is automatically displayed as T1 PRI or E1 PRI The Span In...

Page 191: ...T1 PRI Configuration dialog box Reading the Status Messages If the span is working the Status line displays OK This status line is updated every 3 seconds If there is an error a message is displayed...

Page 192: ...LOS Analog Loss of Signal Check T1 PRI cable and change if neces sary If cable is okay CO is not sending any signal Contact CO Line Failure BLUE ALARM AIS AIS Alarm Indicator Signal CO is sending Blue...

Page 193: ...frame with severe errors Rec Frame Slips the Receiver Frame Slips counter shows the number of frame slips for the receiver Line Code Errors Line Code Error is defined as an occurrence of a bi polar v...

Page 194: ...erted 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 cons...

Page 195: ...system are connected back to back with a T1 span the System Clock Master check box must be checked for the T1 board that has not been designated by the MVIP setting as the system s master clock to dri...

Page 196: ...e configured to either T1 or ISDN PRI through the configuration options within the window Note In a tie trunk configuration set the trunks to Out of Service before changing the trunk type from T1 to P...

Page 197: ...e top four settings are used for a connection to a CO switch AT T 4ESS PRI AT T 5ESS PRI NT DMS 100 PRI NI 2 PRI default The bottom four settings are used for a PRI tie trunk configuration where two A...

Page 198: ...heck this box to enable a tie trunk Note that tie trunks must terminate to a system also configured as a tie trunk Configuring an ISDN Numbering Plan The ISDN Numbering Plan button invokes the PRI ISD...

Page 199: ...ch class select the type of number numbering plan from the drop down list Type of Number Unknown International National Network Specific Subscriber Number Numbering Plan Unknown ISDN National Private...

Page 200: ...urce can only be identified by the TEI Select one of the following TEI settings Default setting this is the recommended setting Manually set to should always be set to 0 Typically a zero 0 is used for...

Page 201: ...device for a period of time 3 T1 is turned on but channel is not in service AltiContact Manager provides basic troubleshooting information in the T1 Span Configuration window described in Triton T1 Co...

Page 202: ...Configuring the Triton T1 PRI Board 6 28 AltiContact Manager Administration Manual...

Page 203: ...corrected the trunk will be brought back to service automatically If none of the trunks are available when an outside call is placed the caller will hear the system prompt All outside lines are busy p...

Page 204: ...ect a trunk in this list the options and parameters for the trunk appear in the settings in the right of the window Configuring One or Multiple Trunks To customize trunk characteristics you work on on...

Page 205: ...is recommended that you set this value to None for trunks on 30 port VoIP boards This will prevent users from directly accessing the 30 port boards which use the G 711 codec only for calls to AltiCon...

Page 206: ...o up to 100 paging systems through trunks for multi zone paging applications If the manually selected paging ID is used by another trunk the current paging ID is not changed The trunk paging is access...

Page 207: ...res a particular string to be sent before the dialed number enter the string in the Transfer Predial String box If no string is set as a predial string FLASH is used Attribute In Service makes the tru...

Page 208: ...uantum Trunk Line Properties dialog box Figure 3 Quantum Trunk Line Properties window Note that you can use Apply to on this dialog box to apply changes to other trunks of the same type See Configurin...

Page 209: ...on the country External Incoming Ring Type Select single or double Centrex Flash Duration ms Specifies the Flash Duration time in milliseconds with a range from 50 ms to 1000 ms This setting compleme...

Page 210: ...guarantee loop break this may be the only option Polarity Reversal a reversed battery signal You can set the Loop Break Signal to either 200 or 600 ms Receive Gain Slide setting adjusts the incoming v...

Page 211: ...ion dialog box Figure 4 Triton Analog Trunk Properties window Note that you can use Apply to on this dialog box to apply changes to other trunks of the same type Parameter Description Caller ID Signal...

Page 212: ...The loop break desired for answering supervision Select the Enable Loop Current Break check box and select the Loop Current Break Duration in milliseconds Caller ID Transmission Methods Select the typ...

Page 213: ...hannels list in the Trunk Configuration window then click the Trunk Properties button or double click the list entry to view the Configuration dialog box Figure 5 Triton Analog Trunk GS LS Properties...

Page 214: ...the Flash Duration time in milliseconds with a range from 150 ms to 1000 ms Out of Service With Trunk Seizure When enabled the system automatically takes the trunk out of service whenever the trunk is...

Page 215: ...ties button or double click the list entry to view the Triton VoIP Trunk Line Configuration dialog box Figure 6 VoIP Trunk Configuration window Receiver Transmission Gain Slide setting adjusts the inc...

Page 216: ...Message Waiting Indication MWI feature which activates a message waiting light on an IP phone to inform a user of unheard voicemail messages Silence Suppression Suppresses silence packets during VoIP...

Page 217: ...ceived from the IP network Voice packets sent over the IP network may incur different delays due to network load or congestion The jitter buffer helps to smooth out the delay variation in the arriving...

Page 218: ...You can set Protocol to one of the following E M Wink Start default E M Immediate Start Ground Start Loop Start For signaling from one board to another only FXS Foreign Exchange Subscriber is support...

Page 219: ...ollected All other options will be grayed out Use this option to disable Caller ID and DID collection Max seconds between digits Maximum wait time before time out between two digits Default value is N...

Page 220: ...n example of a Caller ID and DID DNIS incoming sequence window Figure 8 Incoming Sequence window Or Sets up an additional alternative sequence You can select another set of up to five incoming symbols...

Page 221: ...ymbol is a it continues with the first sequence Otherwise it looks for a match to the first and only symbol in the second sequence the DID DNIS number For the example let s say the system receives the...

Page 222: ...uting window Trunk Configuration For each trunk or using Apply to to apply the settings to multiple trunks you can set routing for the three time periods defined in the System Configuration Business H...

Page 223: ...k location in the title bar Figure 10 Out Call Blocking window Trunk Configuration If you select Trunk allowed for Outside Calls at Any Time call restrictions set in System Configuration Outcall Routi...

Page 224: ...Outgoing Call Blocking 7 22 AltiContact Manager Administration Manual...

Page 225: ...ystem Management menu then select Voice Mail Configuration or Use the drop down list next to the System icon and select Voice Mail Configuration Managing Messages The Messaging tab is the default view...

Page 226: ...ou can set the retry setting for the notification as follows Parameter Description Maximum Retry Count Can be between 0 and 16 This is the number of times the system will try to deliver a voice messag...

Page 227: ...the user then has the option to either keep or delete the message By default this feature is enabled Note If this feature is disabled saved messages are deleted automatically without warning when the...

Page 228: ...ail account the automatic reply informing of the invalid e mail account used to the sender is sent from the defined extension Note The system always requires an extension to selected as the Postmaster...

Page 229: ...onfigured through the phone sets or the AltiView or AltiAgent user applications To access the Distribution List window select Voice Mail Configuration on the System Management menu then click the Voic...

Page 230: ...ed in the Member box and other available extensions are displayed in the Non Member box 2 To give the list a name or change the existing name type a descriptive name into the Name box 3 To add a membe...

Page 231: ...led and configured The IP Dialing Table is disabled unless there is at least one VoIP board installed You also must have assigned an IP Trunk Access code as discussed in Assigning Trunk Feature IP Tru...

Page 232: ...t multiple locations Use Caution Before Changing the Dialing Length The dialing length can be changed without having to re install or re start AltiContact Manager However if this number is changed the...

Page 233: ...P Dialing Table window VoIP Configuration Setting the Location ID Digit Length Set the length in the Location ID Digit Length drop down list noting the discussion about the length in the previous sect...

Page 234: ...be used within private networks Intranets Fully qualified DNS name e g newyork altigen com of up to 64 characters This IP address format is recommended over DNS names since with the IP address the app...

Page 235: ...FRF with no Voice Activity Detection VAD running G711 10ms packet frame 100 8 kbps G711 20ms packet frame 82 4 kbps G711 30ms packet frame 76 3 kbps G723 30ms packet frame 6 4k rate 18 7 kbps If you a...

Page 236: ...t the codec to use for this extension Parameter Description Static IP Extensions Lists IP extensions with static IP addressing you have created in the Extension Configuration window Servers Lists othe...

Page 237: ...Add IP Codec Setting dialog appears Figure 3 Add IP Codec Setting 2 In the Add IP Codec Setting dialog specify Single or Range to set a single dynamic IP address or a range of addresses 3 Enter a Sta...

Page 238: ...rrent selection of all servers and codecs to G 711 uLaw then click OK By default server codec is set to G 723 1 This will force all connections to be G 711 and allow remote users access to a range of...

Page 239: ...on concurrently with one FTP file transfer session provided that the router fragments each TCP packet to 500 bytes The Jitter Buffer should be adjusted according to the bandwidth allocated to data tra...

Page 240: ...ough the firewall freely If the firewall supports H 323 protocol configure the firewall using H 323 instead of opening up the specific ports Ensure that the rules to permit IP s H 323 traffic are at t...

Page 241: ...IP address for IP Extensions in ACM Admin A switch is recommended at the corporate network rather than a hub for IP phone connection This can reduce packet loss ratio If there are not enough IP addres...

Page 242: ...ations as described in Public Network Configuration AltiWare with Public IP Address on page 9 14 When AltiContact Manager and local IP phones use private IP address behind NAT it is recommended that y...

Page 243: ...t support H 323 The router should know the H 323 protocol and be able to translate the private IP address into a public IP address in H 323 packets Normally you should configure the router to forward...

Page 244: ...tween the DSL Cable Modem and IP phone and PCs if the DSL Cable Modem does not support H 323 over NAT If this router provides multiple 10 100 BaseT ports for devices behind NAT the IP phone and PCs pl...

Page 245: ...sses 169 254 101 100 and 169 254 101 101 respectively There are two remote IP phones IP Phone 3 with private IP address 192 168 2 100 connects to the Internet via the Router 2 which must also support...

Page 246: ...nfiguring remote IP Phone 3 you should set up the AWIP to AltiWare s IP address which is 169 254 101 2 Note that only one 1 IP phone can be behind the NAT and connect to the AltiWare through the H 323...

Page 247: ...es IP Phone 1 and IP Phone 2 use the private IP addresses 192 168 1 100 and 192 168 1 101 respectively There are two remote IP phones IP Phone 3 with a private IP address 192 168 2 100 connects to the...

Page 248: ...uld set up the AWIP to Router 1 s public IP address which is 169 254 56 169 Note that only ONE 1 IP phone can be behind the NAT and connect to the AltiWare through the H 323 NAT Router 2 Router 2 is a...

Page 249: ...equired in the local network Figure 4 shows this network layout where the AltiWare is installed and running on a multi homed host with private IP address 192 168 1 2 and public IP address 169 254 101...

Page 250: ...p AWIP to AltiWare s public IP address which is 169 254 101 2 Router 1 Router 1 is a normal router and the firewall is optional It is recommended that the user install a firewall for security reasons...

Page 251: ...which is 169 254 101 2 VPN Network Configuration Connecting to AltiWare with VPN Figure 9 AltiWare with VPN In a small branch office there are more than one IP phones with private IP addresses that re...

Page 252: ...iWare AltiWare is installed and running at same host with private IP address 192 168 1 2 IP Phone 1 and IP Phone 2 When configuring the local IP Phone 1 and IP Phone 2 you should set up the AWIP to Al...

Page 253: ...ask 255 255 255 0 Remote Secure Group specifies the remote network which can access the VPN tun nel at the branch office net work Subnet IP 192 168 2 0 Branch Office Net work Subnet Mask 255 255 255 0...

Page 254: ...k VM Service 10025 10028 Supervisor AltiLink Internal External CDR Logger 10025 10027 CDRSearch AltiLink Internal External CDR Logger 10025 10027 TAPI Client TAPI Gateway 10026 AltiGen IP Phone AltiGe...

Page 255: ...o the H 323 endpoint s private IP address If this H 323 endpoint is an AltiGen IP Phone the NAT router must be configured to forward the following ports to the H 323 endpoint s private IP address If t...

Page 256: ...ow and is referred to as an example throughout the configuration instructions below Figure 10 AltiContact Manager to AltiContact Manager Connection Follow the steps below to configure IP trunks for an...

Page 257: ...t steps 1 through 5 for all local and remote AltiContact Manager systems that are to be networked via tie trunk line connection This completes the AltiContact Manager to AltiContact Manager network co...

Page 258: ...Setting Up an AltiContact Manager to AltiContact Manager IP Network 9 28 AltiContact Manager Administration Manual...

Page 259: ...cular dialing patterns That is you can assign or restrict routing to specified dialing patterns About Restricting Outgoing Calls Before using Out Call Routing to restrict outgoing calls note that ther...

Page 260: ...onfiguration To access Out Call Routing Configuration select Out Call Routing Configuration on the System Management Menu Working with Route Definitions The Route Definition tab is the default view on...

Page 261: ...dding the route you then define it as described in the discussion that follows Editing a Route Definition To define a route definition 1 Select and highlight the route in the definition list 2 Make ch...

Page 262: ...inition group highlight the trunks you wish to add in the Non Member list then click the left arrow to move the trunks to the Member Trunks list Similarly you can move trunks to the Non Member list to...

Page 263: ...of calls you can use the drop down lists to select up to six route definitions The order you set from 1 to 6 is the order used by the system when placing the call Note The SIP Redirect Server fields a...

Page 264: ...rns As noted in About Restricting Outgoing Calls on page 10 1 there are three AltiContact Manager functions to restrict outcalls of which the Call Restriction setup of System Configuration takes prece...

Page 265: ...ion Manual 10 7 10 Out Call Routing Configuration Figure 4 Dialing Pattern window Out Call Routing Configuration Adding a Dialing Pattern Definition 1 Click Add to open the Add an entry dialog box 2 T...

Page 266: ...e specify the trunk route s and the order of routes assigned to the prefix Use the drop down list to select the desired route used when the selected dialing pattern is found Up to six routes can be as...

Page 267: ...ring 10 digit dialing as necessary Reducing Dialing Delay For En Bloc Trunks For Non US Canada Countries When using a country code other than USA Canada in System Configuration there will be a 7 secon...

Page 268: ...ling Pattern page of Out Call Routing Configuration add dialing pattern definition entries for the following prefixes prefix 0 length 11 prefix 00 length 14 prefixes 1 9 each length 7 In the Route Pri...

Page 269: ...on Manual 10 11 10 Out Call Routing Configuration The Dialing Pattern page should look as follows With this configuration the system will see that all digits have been collected and will send digits t...

Page 270: ...Setting Dialing Pattern Routing 10 12 AltiContact Manager Administration Manual...

Page 271: ...xample if the IVR prompts the caller to enter an account number the call and associated data can be quickly forwarded to an agent s desktop using a third party application You can set up to 255 differ...

Page 272: ...11 2 AltiContact Manager Administration Manual Example IVR Planning...

Page 273: ...rt Call Extension Workgroup 380 5 6 7 8 9 0 Operator To Operator Auto Attendant ID 120 Phrase 30 Sales Digit Meaning Action 1 Hardware Call Extension Workgroup 310 2 Application s Call Extension Workg...

Page 274: ...in Editing IVRs on page 11 5 You don t need to add a new IVR if you re going to use 16 or fewer To add an IVR beyond the first 16 Select IVR Configuration from the CallCenter Management menu or selec...

Page 275: ...file Close closes the IVR Select dialog box Help opens the help file for IVR Editing IVRs To edit an IVR select IVR Configuration from the CallCenter Management menu or select IVR icon When the IVR Se...

Page 276: ...To use a longer example 09375 would mean that at the root level 0 menu item 9 is expanded and on the expanded menu item 3 is selected In turn item 3 is expanded and on that expanded menu item 7 is se...

Page 277: ...ng the digit for the menu item This drop down list contains the available actions which are as follows Table 12 IVR Actions Action Description No Action An invalid message plays and the menu is repeat...

Page 278: ...rom which you select the extension to which to route the voice message VM Mailbox Access Routes the call to the AltiGen Voice Mail System voice mailbox after successful login This is nor mally assigne...

Page 279: ...ut the length of time the system will wait between collecting of digits before timing out Web Call Response Timeout the length of time the system will wait for digits after responding to a web based c...

Page 280: ...C Company Enter the extension number of the person you wish to speak with Press 1 for sales Press 2 for technical support Press 3 for accounts payable Press 0 to reach the operator To repeat this menu...

Page 281: ...291 default Please hold someone will be with you shortly For your convenience you may leave a message if you wish by pressing the key on your telephone and we will get right back to you 0292 Please ho...

Page 282: ...1 Assign a prompt number between 0001 to 0999 to each prompt you would like recorded 2 Submit your prompt script and prompt number to the recording studio 3 Instruct the recording studio to record pro...

Page 283: ...ff from a workgroup Call Recording enables a voice recording option to record an agent s incoming workgroup calls Caller ID Routing When an incoming call comes through a trunk with Caller ID numbers o...

Page 284: ...n In the dialog box that appears type in a Caller ID Number and a descriptive Caller ID Name then click OK The number and name entries have the following requirements The Caller ID Number must be devo...

Page 285: ...drop down list Route to a particular IVR number selected in the drop down list Route to the operator DNIS Routing When an incoming call comes through a trunk with DNIS or DID numbers the system can r...

Page 286: ...rs type in a DNIS Number and a descriptive DNIS Name then click OK The number and name entries have the following requirements The DNIS Number must be devoid of all characters except the numbers 0 9 t...

Page 287: ...ions for incoming calls Route to a particular extension selected in the drop down list Route to a particular IVR number selected in the drop down list Route to the operator Agent Logout Reason Codes I...

Page 288: ...ssociated reason into the text box next to the code you want to associate with the reason Call Recording AltiContact Manager provides a system wide voice call recording feature in the CallCenter Confi...

Page 289: ...recording is saved in 64k PCM format only Notes This feature applies to inbound and outbound workgroup calls on PCI analog extensions to a centralized location if configured in Workgroup Configuratio...

Page 290: ...Call Recording 12 8 AltiContact Manager Administration Manual...

Page 291: ...tensions can be configured either as physical or virtual extensions After creating the extensions you then work with the following settings each of which is accessed by a tab in the Agent Configuratio...

Page 292: ...data in any of the windows by clicking the Print button Apply To Button The agent configuration windows often allow you to apply changes to a particular extension or to select many extensions to whic...

Page 293: ...window provides for creating agent extensions and establishing their basic attributes The General window is the default tab displayed when you open the Agent Configuration window If you re viewing an...

Page 294: ...in Setting a System Number Plan on page 5 4 3 Select the Type of extension from the two options Physical or Virtual 4 Depending on the type of extension you re creating take one of the following actio...

Page 295: ...but the length must be long enough range 2 16 for the system to match the DID incoming call It is HIGHLY recommended to use the full 10 digit DID number not just the last few digits This full number g...

Page 296: ...plied to multiple extensions by using Apply To as described in Apply To Button on page 13 2 Description Optional descriptive information such as cubicle number or job title Enable Intercom select this...

Page 297: ...ires a Recording Seat license to be available Record on demand to central location records calls on demand which are saved to a centralized location defined in the Call Recording page of CallCenter Co...

Page 298: ...the Location When you create a physical extension you assign it a location or you accept an automatically assigned location If you have available extensions you can change the location in the General...

Page 299: ...tation having the IP address An advantage for virtual extensions is that the user doesn t have to log in at all when the user connects to the system the extension is immediately recognized as an IP ex...

Page 300: ...he extension The Line Properties are somewhat different for Quantum Board than for Triton Analog Station Boards The subsequent sections deal first with Quantum then with Triton Analog Station Quantum...

Page 301: ...ton on page 13 2 You can also access this window by double clicking a span in Channel Mapping List of the Triton Analog Station Board configuration window Parameter Description Message Waiting Signal...

Page 302: ...essage Format for supporting and sending a single data type such as phone numbers MDMF Multiple Data Message Format for supporting and sending multiple data types such as name and number information D...

Page 303: ...phone with Intercom service set this to 750 ms Ringing Frequency Select the frequency in Hz that is necessary for the equipment attached to this line Caller ID Transmission Methods Specifies how Calle...

Page 304: ...a number If the Number Line is set to Caller Name DNIS Name User Data or IVR Data the phone may display Unknown on the number line Alti IP 600 Phone Display Notes For the Alti IP 600 the Name Line di...

Page 305: ...s members of huntgroups This method selecting a physical or virtual extension from the Agent Extension General page and then clicking the Group tab provides an agent extension view of huntgroups You c...

Page 306: ...a virtual extension or a non agent extension Wrapup time is a system delay before routing the next call to the extension and it gives the agent time to finish up with notes prepare for the next call...

Page 307: ...racked as calls from the workgroup The agent s outgoing workgroup can be assigned to any workgroup to which he is a member of To set an agent s outgoing workgroup In the Log Outbound Call to Workgroup...

Page 308: ...umber you want to work with or select the number and click Edit A dialog box appears 2 Type in the full number as you would dial it with a maximum of 20 digits per entry For example the phone number 9...

Page 309: ...hether the mailbox is information only or is full featured how messages are announced and processed and how much capacity is allotted to message storage To work with mailbox settings select the extens...

Page 310: ...ect this check box to enable synchronization for voice mails See Setting E mail Messaging Options on page 8 4 and Setting up an Exchange Server on page 21 10 SMTP POP3 Setting Email Name the user s em...

Page 311: ...ing Apply to Parameter Description Announce Message Sender Before Playback Selected the user hears the name of the message sender internal sender only before listening to recorded AltiGen Voice Mail S...

Page 312: ...ation settings select the extension number from the Agent Supervisor Extension side window list then click the Notification tab to open the Notification window Parameter Description Max Number of Mess...

Page 313: ...ome or all extensions See Apply To Button on page 13 2 for more information on using Apply to Setting the Message Types for Notification Select the types of messages for which the extension user is no...

Page 314: ...ird party application is connected Contact your local AltiGen dealer for more information on using this feature Note The Reminder Call will not work with this selection Note also the following conside...

Page 315: ...ration General window after the system detects an answer when sending a notification Seconds after Dialing the delay from 5 to 30 seconds after dialing before the system sends the return phone number...

Page 316: ...laced on out call routing calls as discussed in Chapter 10 Out Call Routing Configuration To work with extension call restrictions select the extension number you want to work with from the Agent Supe...

Page 317: ...r disable these options the default is set to Allow Calls to be Transferred or Conferenced to an Outside Number and Allow Off Premise Mailbox User to Make or Return Call From Voice Mail These default...

Page 318: ...ns See Apply To Button on page 13 2 for more information on using Apply to However since the available options vary with the type of extension you can only apply the choices to the same type of extens...

Page 319: ...and etc through extension 120 A call to extension 100 will be forwarded to 101 which will forward to 102 which will forward to 103 and etc until the call has been forwarded 10 times At this point the...

Page 320: ...number To the Operator Note Forwarding calls to a pager is possible but not recommended since callers will only hear what is heard when calling a pager and will not know to enter a return phone numbe...

Page 321: ...fore picking up the next call in queue Enable Live Call Handling when enabled allows an extension user to play a ringback tone when the called party is in voice mail paging transfer or conference stat...

Page 322: ...er Access One Number Access ONA allows you to identify specified callers to be connected to the user without having to dial more than one number The system searches for the caller and if a match is fo...

Page 323: ...ical etc but only if the extensions are ONA enabled in the Answering window See Apply To Button on page 13 2 for more information on using Apply to Enabling One Number Access In the One Number Access...

Page 324: ...ing checkbox 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 system searches for you...

Page 325: ...dialed after keying the access code Enable the Check Password option to force users to enter their extension password when a call is forwarded to them via ONA This ensures that only the owner of the f...

Page 326: ...o Workgroup A to the Monitor List for a member of Workgroup B the Workgroup B member will only be able to pick up personal calls to 1001 not workgroup calls In AltiSupervisor the user can monitor only...

Page 327: ...ensions to add to the extension user s AltiView Change Monitor window 2 Click Add to move the extensions to the Monitor List To remove members 1 Select the extensions in the Monitor List 2 Click Remov...

Page 328: ...is a toggle feature so pressing 6 at the Personal Options menu will turn it back on if it is off You may however want to completely disable this feature for all users To disable Feature Tips system wi...

Page 329: ...p to 32 huntgroups to be configured Each huntgroup can have up to 128 members or extensions and an extension can be members of multiple huntgroups There are three sets of Agent Configuration steps to...

Page 330: ...to multiple huntgroups it works on only those changed attributes that can be applied Accessing Extension Configuration Access Huntgroup Configuration from Huntgroup Configuration on the System Manage...

Page 331: ...ion General window provides for creating huntgroups and establishing their basic attributes The General window is the default tab displayed when the Huntgroup Configuration window is opened If you are...

Page 332: ...word set on the Number Plan tab of the System Configuration window A valid password cannot be the same as its extension number and must be 4 8 digits numbers or letters A Z in length Basic password pa...

Page 333: ...xes You may choose to enable or disable these options the default is set to enable the first two options These default settings reduce the risk of international toll fraud Caution Allowing these optio...

Page 334: ...ent Extension Configuration General window then click the Group tab you open the Extension view of the Workgroup window which provides for assigning workgroups to the selected extension and for settin...

Page 335: ...ew of Group Member window Huntgroup Configuration Adding or Removing Members To add extension s to the selected huntgroup 1 In the huntgroup view of the Group Member window click the agent extension n...

Page 336: ...he Group tab provides an agent extension view of huntgroups You can see all the huntgroups to which the agent extension belongs and you can change those assignments To open the Agent Extension view of...

Page 337: ...ppear for a virtual extension or a non agent extension Wrapup time is a system delay before routing the next call to the extension and it gives the agent time to finish up with notes prepare for the n...

Page 338: ...as calls from the workgroup The agent s outgoing workgroup can be assigned to any workgroup to which he is a member of To set an agent s outgoing workgroup In the Log Outbound Call to Workgroup field...

Page 339: ...a huntgroup including how messages are announced and processed and how much capacity is allotted to message storage To work with mail management settings select the huntgroup number you want to work...

Page 340: ...tters ext followed by the huntgroup number For example the default email name for huntgroup 50000 would be ext50000 Retrieve Voice Mail by Email Client selected this sends voice mail to the user exten...

Page 341: ...ender 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 Confi...

Page 342: ...st in the Huntgroup Configuration General window then click the Notification tab to open the Notification window Figure 5 Notification window Huntgroup Configuration Individual users can also configur...

Page 343: ...nsion radio button then type the extension number into the text box For the Phone and Pager options first specify the trunk or route access code using the drop down list next to the Extension radio bu...

Page 344: ...s sage Notification Zoomerang Call Forwarding etc to a cellular or PCS phone it may ring the phone once but not necessarily present the call and make a connection This will happen if the ringback tone...

Page 345: ...ion settings to enable message notification check the Allow Calls to be Transferred Conferenced Forwarded to an Outside Number field in the Restrictions page of Agent Extension Configuration Setting C...

Page 346: ...le the options select the Enable Busy Call Handling check box then select from the following options Forward to Select an extension number in the drop down list See A 10 Hop Limit to Call Forwarding f...

Page 347: ...rwards to 103 and etc through agent extension 120 A call to agent extension 100 will be forwarded to 101 which will forward to 102 which will forward to 103 and etc until the call has been forwarded 1...

Page 348: ...ll prefix and phone number To the Operator Handling Unanswered Calls The No Answer Call Handling function provide options for handling calls when no one answers the huntgroup agent extension within a...

Page 349: ...le Member a round robin method that attempts to evenly distribute calls among the group members This method sends the call to the next member configured in a huntgroup regardless of whether the previo...

Page 350: ...shed in IVR in the Call Center Management menu To an Extension select an extension from the drop down list To a Group select a group from the drop down list To an Application Extension select an appli...

Page 351: ...u can either use the system default audio peripheral configuration or you can set up a custom configuration Figure 7 Queue Management window Huntgroup Configuration The default audio peripheral setup...

Page 352: ...Setting Queue Management Options 14 24 AltiContact Manager Administration Manual...

Page 353: ...nfigured to Ring All Available Members the maximum number of members is 20 See Setting Call Handling Options for details There are two main configuration steps to setting up a workgroup The first step...

Page 354: ...nfiguration window Workgroup Configuration Creating a Workgroup 1 To add a new workgroup click the Add button in the General window The Add New Group dialog box opens 2 Type in a workgroup number in t...

Page 355: ...oes not have a fixed length but the length must be long enough range 2 16 for the system to match the DID incoming call It is recommended to use the full 10 digit DID number not just the last few digi...

Page 356: ...tures to an outside telephone number when accessing the group s voice mail Checking this box will enable Message Notification Allow Outside Caller to Make or Return Calls from within Group s VM System...

Page 357: ...ersation is being recorded Notes The recording session starts when the call enters the connected state and ends when hang up or flash is pressed or when the call is transferred The recording setting a...

Page 358: ...roup Member window click the extension number s in the Not Member list 2 Click Add to move them to the Member list Note If the workgroup pilot extension is configured to Ring All Available Members the...

Page 359: ...er list 2 Click Remove to move them to the Not Member list Automatic Log In Out Whenever the system is restarted the administrator can use the drop down list at the bottom of the Group Member window t...

Page 360: ...nistrator can create skill set categories such as Spanish speaking which can be assigned to an agent or a group Calls can then be queued according to the agent s call handling knowledge providing for...

Page 361: ...group will appear in the last column of the Member List Figure 6 Skill Level Column Group Member window 6 In the Call Handling page of Workgroup Configuration for the specified workgroup go to the Cal...

Page 362: ...kgroup Configuration Note You can use Apply to to apply mailbox settings to one some or all workgroup Disabling a Mailbox When you disable a mailbox the normal greeting is played but callers cannot le...

Page 363: ...e a full address including the domain for example jsmith thecompany com If you enable mail forwarding you also specify what you want done with the original messages after they have been forwarded In t...

Page 364: ...dences to distinguish between internal external and operator calls see Distinctive Ring on page 5 3 Play the Newest Voice Message First Selected voicemails are played in reverse order of their deliver...

Page 365: ...ow Figure 8 Notification window Agent Extension Configuration Individual users can also configure Message Notification within the AltiGen Voice Mail System Note You can use Apply to to apply notificat...

Page 366: ...n list to choose the log on extension to which the third party application is connected Contact your local AltiGen dealer for more information on using this feature Note also the following considerati...

Page 367: ...Configuration General window after the system detects an answer when sending a notification Seconds after Dialing the delay from 5 to 30 seconds after dialing before the system sends the return phone...

Page 368: ...ber from the Group List then click the Call Handling tab to open the Call Handling window Figure 9 Call Handling window Workgroup Configuration Handling Busy Calls You have several options for handlin...

Page 369: ...op limit to call forwarding For example extension 100 forwards to extension 101 101 forwards to 102 102 forwards to 103 and etc through extension 120 A call to extension 100 will be forwarded to 101 w...

Page 370: ...drop down list on the left and type in the full prefix and phone number To the Operator Note Forwarding calls to a pager is possible but not recommended since callers will only hear what is heard when...

Page 371: ...Ring Next Available Member an automatic call distribution method that attempts to evenly distribute calls among the workgroup members This method sends the call to the next member configured in the w...

Page 372: ...Calls the agent who has answered the fewest number of calls Ring Shortest Average Talk Time the agent who averages the shortest talk time Note Average talk time is calculated as follows avg talk time...

Page 373: ...which the third party application is connected Contact your local AltiGen dealer for more information on using this feature To an Outside Number this option is available if it is allowed in the Other...

Page 374: ...nt window Workgroup Configuration Setting Queue Phrase Options For each workgroup you can either use the system default phrases or you can set up a custom configuration The default audio phrases are d...

Page 375: ...ls are automatically forwarded to an IVR voicemail box extension group application extension or operator To set options for handling call overflow 1 In the Queue Overflow Handling field group set opti...

Page 376: ...p down list Custom App 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 t...

Page 377: ...the caller hangs up while waiting in queue the agent is unaware of this When Callback Interview is enabled as a queue quit option the caller can press when waiting in queue The system will then 1 pro...

Page 378: ...Queue Management 15 26 AltiContact Manager Administration Manual...

Page 379: ...an IP extension 81 Hands free Intercom mode 82 Hands free Manual answer mode Distinctive ringing double ring for internal calls single rings for external calls Note For Alti IP 600 Phones 81 and 82 ar...

Page 380: ...e If you encounter this problem you may need to reduce the number of IP extensions System Requirements Server AltiContact Manager 4 6 or higher Triton VoIP board s one VoIP port per simultaneous IP ex...

Page 381: ...g table and then dialing IP Trunk access code IP dialing table entry code extension number Make sure you can have a two way conversation on this VoIP call For details on using the IP dialing table see...

Page 382: ...integrated with NetMeeting For details on configuring these devices see the documentation that AltiGen provides with each AltiView Integrated with NetMeeting AltiView provides an option called IP Ext...

Page 383: ...om the Windows Start button If not it is available for download from the Microsoft website at http www microsoft com windows netmeeting download default asp Additional system requirements as listed on...

Page 384: ...Configuration 16 6 AltiContact Manager Administration Manual...

Page 385: ...323 compliant business telephone that provides voice communication over an IP network To configure the Alti IP 600 phone select AltiGen IP Phone Configuration on the Management menu This opens the IP...

Page 386: ...mber is busy You can select the Play Beep Tone check box to also have the IP phone play an audible beep when the extension number is ringing Note The BLF feature can only be assigned to internal exten...

Page 387: ...nnected to The version of software associated with AltiContact Manager is automatically displayed in the Version field To allow the extension user to have password protected configuration functionalit...

Page 388: ...g 27 ENTER the LCD will display the extension number The Alti IP 600 must be onhook for 26 and 27 to work Dialing an IP Number Directly from the Alti IP 600 To dial an IP number directly from the Alti...

Page 389: ...ut only one application can login at a time A user can login as an administrator and will get the administrative privilege of having the application send any command to the server the administrator ca...

Page 390: ...nsion Configuration by clicking the App Ext icon or by selecting Application Ext Configuration from the Call Center Management menu Figure 1 Application Extension Configuration window To set up an App...

Page 391: ...plication is properly set to log into the application extension Application Failover Plan The Application Failover Plan ensures that a call made to the extension will be automatically transferred if t...

Page 392: ...lication Information Additional information can be described in the App Information fields If desired enter the appropriate information in the fields for Application Source Spec Doc Location Design Pa...

Page 393: ...ork drive This option can only be accessed at the AltiContact Manager system it is not available from a remote ACM Administrator client Using Backup and Restore You can also access this feature by sel...

Page 394: ...select the folder or drive to back up Selecting Advanced displays a folder icon Click the folder icon to pop up a browse dialog box that lets you select the folder to backup When you click OK to close...

Page 395: ...kup Schedules dialog box Figure 3 Backup Schedules window 2 Set the options Select the checkbox for each day of the week you want run the backup For each day use the drop down lists to specify the tim...

Page 396: ...ct the day you want to restore from or select Advance to choose the restore folder Clicking Advance displays a folder icon that you can click to open a dialog box that allows you to select the directo...

Page 397: ...summary traffic system log call detail summary and IP cumulative traffic statistics System Summary Report The System Summary report provides summary information on extensions trunks and workgroups con...

Page 398: ...ned for use by system engineers and certified personnel only To view the System Log select the Report menu from the Main Menu bar then select System Log from the drop down list or select the System Lo...

Page 399: ...menu The IP Cumulative Traffic Statistics window displays the following IP trunk traffic information for all calls Figure 3 IP Cumulative Traffic Statistics window This window displays the following d...

Page 400: ...Also this window automatically resets all fields to 0 when the AltiContact Manager system is shut down and restarted Statistics gathered before the reset are not saved Bytes Received Displays the tota...

Page 401: ...e following LAN and Internet protocol and addressing information Network A network is a distributed interconnection of multiple voice and data communication devices utilizing network protocol software...

Page 402: ...age headers of each message before retrieving the complete message Network Address A network address is an identifier for a node station or unit of equipment in a network There are many methods of acc...

Page 403: ...signed to bundle attachments within individual email messages When a MIME file with attachments arrives at your workstation additional processing begins immediately As the various attachments arrive t...

Page 404: ...and configured Internet connection if sending and receiving emails over the internet Multi media stations PCs as clients Setting Up LAN and Internet Email on the Server To set up the server side of t...

Page 405: ...r on the LAN The router is the gateway to another LAN or to the Internet 1 Specify a router that is on the same LAN as the AltiWare server such as ISDN or T1 2 Assign an IP address one of the block of...

Page 406: ...rom your ISP to the AltWare Subnet Mask enter the Subnet Mask obtained from your ISP Default Gateway enter the email Gateway the router address 3 Select the DNS tab at the top of the TCP IP Properties...

Page 407: ...he server that actually receives the mail or messages For example AltiGen has named its server global_cti This tells the DNS to route all mail or messages for altigen com to the global_cti server 2 Yo...

Page 408: ...ications in the tree to view Internet Information Services 3 Select Default SMTP Site in the tree 4 On the toolbar click the Stop button You can now proceed with the steps given below To configure the...

Page 409: ...ame data entry field 4 Allocate the system storage capacity for extensions in the Mailbox Setting window of Extension Configuration Each user s needs might be different The default is 50 MB of storage...

Page 410: ...les with sound recorder application Setting up an Exchange Server This section provides you with step by step instructions to configure the Exchange Integration feature in AltiContact Manager for the...

Page 411: ...NT version Click the Start button select Run and type winver in the Run dialog box This opens an About Windows NT dialog box that displays the version of NT running on your system It should say Versi...

Page 412: ...Windows Services dialog box will be shown as in this example Figure 5 Windows Service window 2 Select AltiGen Switching Service COM Server from the control panel of AltiContact Manager 3 Highlight the...

Page 413: ...ssful ping to the AltiContact Manager and vice versa Exchange Server Services must be started To check the NT version Click the Start button select Run and type winver in the Run dialog box To check t...

Page 414: ...eck the status of the following services to see if they are started Microsoft Exchange Directory Microsoft Exchange Event Service Microsoft Exchange Information Store Microsoft Exchange Message Transf...

Page 415: ...emName e g ALTICHINA AltiGen_TELESYSTEM Open the Exchange Administrator on the Exchange Server and do the following 1 Select New Mailbox from the File menu 2 Input a mailbox name for example first nam...

Page 416: ...anager service account in the Exchange server See Note 3 on page 21 26 Microsoft Exchange Administrator Configuration 1 In Microsoft Exchange Administrator highlight the Organization container Organiz...

Page 417: ...ion containers The name of Site is ITGTEST1 The name of Configuration is Configuration 6 Stop and restart all the services of Exchange Server or reboot the Exchange server Installing Outlook 2000 Clie...

Page 418: ...oft Exchange Server and Mailbox Enter the name of the Exchange server and enter the test mailbox we created AltiGen Assist in the Mailbox field 4 Click the Next button to bring up the next dialog box...

Page 419: ...ls menu 2 If there is a menu item Service it means Outlook 2000 is in the mode of Corporate or Workgroup You can move on to the next set of steps If there is a menu item Accounts it means Outlook 2000...

Page 420: ...k Next When a dialog box pops up click Yes To configure an Outlook 2000 profile 1 Start Outlook 2000 Select Services on the Tools menu to open the Services dialog box Figure 15 Outlook Services If Mic...

Page 421: ...Microsoft Exchange Server in the list in the Services window 5 Optional Select Microsoft Exchange Server in the list box and click Properties to see its configurations The Microsoft Exchange Server di...

Page 422: ...o the altiserv exe folder If mapi32 dll and gapi32 dll remain in this folder delete them 2 In ACM Administrator AltiContact Manager Administrator configure the extensions that are to be synchronized w...

Page 423: ...box in Microsoft Exchange Server to be synchronized the First Name and Last Name are exactly as they appear in their corresponding extensions in ACM Administrator Important The Middle Initial field sh...

Page 424: ...from the System Management menu 2 Select the Messaging tab and under the E mail Messaging Options check the Synchronize with Exchange Server box only Figure 19 Messaging window Voice Mail Configuratio...

Page 425: ...a WAV attachment To check Message State Change Notification 1 Log in to extension 100 s voice mail from a phone The message you left in the preceding step should be there as a new message 2 Save the...

Page 426: ...Services then open the Control Panel Mail or Mail and Fax and click Show Profiles Remove all the profiles such as AltiExch ServerName FirstName LastName e g AltiExchMAILSERVERAmyLee 3 Delete all the...

Page 427: ...at follows the AltiContact Manager system is called ALTIWARE4_1 and the Exchange Server is called GOLDMINE Both systems belong to the NT domain called HAPPINESS Important The Windows 2000 server must...

Page 428: ...oft com ntserver to get the latest service pack for Windows NT To check the AltiWare version Select About from the Help menu of ACM Administrator The version displayed should be AltiContact Manager 4...

Page 429: ...tion To verify AltiGen Services 1 Select Start Programs Administrative Tools Services A Windows Services dialog box will be shown as in this example Figure 20 Windows Services window 2 Double click Al...

Page 430: ...e versa Exchange Server Services must be started To check the Windows 2000 Server version Click the Start button select Run and type winver in the Run dialog box It should say Windows 2000 Server Vers...

Page 431: ...Server Services Window 2 Check the status of the following services to see if they are started Microsoft Exchange Event Microsoft Exchange IMAP4 Microsoft Exchange Information Store Microsoft Exchange...

Page 432: ...op up a menu select the Properties command to open the Properties dialog 3 In the Properties dialog select the Security tab and click the Add button to open a Select dialog 4 In the Select dialog high...

Page 433: ...heck to see that the AltiGen Service account has been added properly 1 From the Windows Start button launch Programs Microsoft Exchange Active Directory User and Computers 2 In the left panel of the A...

Page 434: ...ollow steps under Enabling the Exchange Server on page 21 22 Testing the Exchange Server Setup Same as settings for Exchange Server for Windows NT 4 0 Integration follow steps under Testing the Exchan...

Page 435: ...d Internet Integration AltiContact Manager Administration Manual 21 35 21 Data and Internet Integration 1 Run Program Exchange System Manager Server 2 Right click on the name of Exchange Server to int...

Page 436: ...n an Exchange Server Trace or 2 login to AltiContact Manager as Domain Administrator Open Outlook and right click to Properties and look for show profiles About AltiReach Configuration The AltiReach C...

Page 437: ...eb Site tab the IP Address is set to the address of the AltiContact Manager server Under the Properties Home Directory tab the following configu ration is established The Local Path shows c altiserv w...

Page 438: ...21 38 AltiContact Manager Administration Manual...

Page 439: ...internet users to talk to an extension via VoIP and share web pages System Requirements Client Server System only AltiContact Manager 4 6 or higher running on Windows 2000 or Windows NT Client System...

Page 440: ...running 2 Exit all Windows applications 3 Insert the AltiWeb CD into the CD ROM drive of the IIS web server 4 Run the Setup exe program by selecting Start Run and typing D Setup exe where D is the le...

Page 441: ...AltiWeb Directory Structure The AltiWeb directory contains the following subdirectories Applet Sample files you can use to set up AltiWeb Refer to the following sections for details Docs Documentation...

Page 442: ...zip Contains files necessary for the proper functioning of AltiWeb Do not modify this file productid htm Page where caller enters product ID sales_cid htm Frameset for customerid htm sales_pid htm Fra...

Page 443: ...iguring IVR for Scenario 2 on page 22 15 Form Data Customizing Contactaltigen htm on page 22 8 or Customizing Contact htm on page 22 13 Scenario 1 Caller Data from Web Page The following scenario base...

Page 444: ...on Manual 1 A web caller browses the company web site and has a question regarding some product information 2 The web caller clicks the contact us link on the web page The Customer Information page co...

Page 445: ...ler s computer or it s not configured correctly an error message displays Note This scenario directly dials a preset extension You can also set the AltiWeb window to display a DialPad the caller can u...

Page 446: ...the agent can push and share web pages with the caller For procedures refer to the section on Viewing Sharing or Pushing Data in the AltiClient Manual Customizing Contactaltigen htm You can use the Co...

Page 447: ...ialPad Let Caller Dial Extension input type hidden name Extension value input type hidden name DialPad value 1 Hide DialPad Autoconnect to Extension 300 input type hidden name Extension value 300 inpu...

Page 448: ...nistration Manual 1 A web caller browses the company web site and has a question regarding some product information 2 The web caller clicks the contact us link on the web page The Customer Information...

Page 449: ...isible Note If NetMeeting is not installed on the caller s computer or it s not configured correctly an error message displays 4 Once NetMeeting successfully connects to an AltiGen VoIP port the web c...

Page 450: ...omer ID window customerid htm appears Figure 10 Customer ID window 6 Once the caller enters the customer ID and clicks Submit the Product ID window productid htm appears Figure 11 Product ID window 7...

Page 451: ...gent 9 From this point in addition to voice communication the agent and caller can share web pages For procedures refer to the section on Viewing Sharing or Pushing Data in the AltiClient Manual Custo...

Page 452: ...e the values as shown below Hide DialPad Autoconnect to Extension 300 input type hidden name Extension value 300 input type hidden name DialPad value 0 Show DialPad Let Caller Dial Extension input typ...

Page 453: ...nction with AltiWeb For example when the web caller clicks the Submit button 1 Web Call connects and the Customer Support page appears When the customer clicks Sales 2 the Customer ID 3 and Product ID...

Page 454: ...e 11 1 1 Run IVR 2 Select 0 expand tree 3 Make the following entries then click Apply Type an Item Name if desired To assign a voice message check Prompt and select the number of the appropriate messa...

Page 455: ...Name if desired Check Push URL and type the path of the page you want to display e g sales_cid htm Select Adv Collect Digits from the Actions dropdown Set the Min and Max Lengths that the caller must...

Page 456: ...Name if desired Check Push URL and type the path of the page you want to display e g sales_pid htm Select Adv Collect Digits from the Actions dropdown Set the Min and Max Lengths that the caller must...

Page 457: ...e Extension Troubleshooting If a web caller cannot connect and an error message displays the cause may be one of the following Figure 17 to extension window Error Message Cause Server connection faile...

Page 458: ...server security issues common to all Microsoft users AltiGen recommends the following basics steps to protecting AltiWare from antiviruses and worms Update your virus definition every day Enable real...

Page 459: ...ceive updates on the fly Click on File menu and choose LiveUpdate and get the latest virus definition Enable Real Time Scan 1 Click on Configuration menu and choose File System Realtime Protection 2 C...

Page 460: ...tiserv and Postoffice folders and click OK Schedule Daily Full Scan on all drives 1 Choose Edit menu and New Scheduled Scan 2 Edit the job name ex Daily Full Scan Click Next 3 Set the frequency as Dai...

Page 461: ...ted by AltiContact Manager AltiGen s TAPI implementation has two components TAPI Proxy Server installed on the AltiContact Manager server system TAPI Service Provider installed on each client system N...

Page 462: ...rwise it won t be able to detect your devices To install TAPI Proxy Server on the server 1 Locate the TAPI Gateway folder on your AltiContact Manager CD ROM 2 In the Tapi_Server subfolder run SETUP EX...

Page 463: ...m Options 2 On Windows NT click on the Telephony Drivers tab On Windows 2000 click on the Advanced tab 3 Choose AltiGen TM Communications Service Provider and click Configure 4 In the AltiGen TAPI Dev...

Page 464: ...Changing TAPI Configuration Parameters 23 4 AltiContact Manager Administration Manual...

Page 465: ...nverter Configuration Reader Extension Checker MVIP Test Tool AltiDBReader DINA Manager Work Hunt Group Converter AltiContact Manager s Work Hunt Group Converter allows customers to convert workgroups...

Page 466: ...t be converted to non agent When an agent is converted to non agent all workgroup related parameters will be cleared including wrap up time inter call delay and outgoing workgroup number To convert se...

Page 467: ...m non agent to agent by selecting the Agent check box before converting To convert select the huntgroup indicated in the Type field and click the Convert Group button or double click the huntgroup Con...

Page 468: ...act Manager system Generally an extension is considered secure if its password meets the following conditions contains 4 8 digits different from extension different from default system password does n...

Page 469: ...d group described below Figure 2 Extension Checker Status Description Secure Pwd Internal Only Has secure password and cannot make outbound trunk calls Unsecure Pwd Password has unsecure elements desc...

Page 470: ...bed above click Reload to fetch the new settings from AltiContact Manager Security characteristics for extensions you select in the Extension List display in the Unsecure Elements window 6 Optional Cl...

Page 471: ...ics You can also convert 4 0 4 0a CDR files icc_cdr dbf for viewing in AltiDBReader To use AltiDBReader 1 Launch AltiDBReader from AltiWare AltiWare Tools from the Windows Start button 2 When launched...

Page 472: ...ller specifies the caller as All Extension or Trunk to further specify this search field you may add matching digits in the empty field and set to an exact like or pat pattern match Target specifies t...

Page 473: ...ry the search results will be put into select Session ID StartTime CallerNum CallerName TargetNum TargetName AccountCode DNIS or ExitState For Workgroup DB searches the Search window allows the follow...

Page 474: ...rint the search results data select the desired DB folder and click the Print button To show Advanced Call Info or Call Info right click on any data field and scroll to the desired option To export th...

Page 475: ...elow for multiple systems from a single location and session Create virtual extensions with the correct forwarding parameters for multiple servers for specific extensions desired to be managed Synchro...

Page 476: ...DINA Manager 24 12 AltiContact Manager Administration Manual...

Page 477: ...rules Note The workgroup to which incoming trunk calls will be routed via Call Router must be assigned to the IVR whose Action is set to Avd Data Directed Routing with Application set to the virtual...

Page 478: ...Operation Preference 3 In the Preference window enter the Server Name and Default Virtual Extension that Call Router will connect to then click OK 4 Click Start to run Basic Call Router Then enter th...

Page 479: ...ustomer records and modify delete customer records Add opens a Custom Record dialog box where you can create a new record and build the conditions for the record Modify opens the Customer Record dialo...

Page 480: ...o modify an existing record in the Record List window 3 Select the data to match against customer records If the request message contains lets you select Call Router Request data to match against the...

Page 481: ...mpanying text box Mailbox Access Disconnect System Callback Collect Digits specify fields in accompanying Collect Digit dialog box see note below Other DDR Application specify target data in accompany...

Page 482: ...allee 6 Enter a name for this record 7 Click OK Viewing Call Router History The Basic Call Router window gives a history of all incoming trunk calls to Basic Call Router To specify Call Router History...

Page 483: ...igits shows the IVR assignment for the workgroup that receives the call If the workgroup s IVR assignment is 5 this item shows 0 5 is the IVR assignment is 3 the item shows 0 3 and so on The 0 indicat...

Page 484: ...ing Basic Call Router History Data To clear data from the Call Router History window 1 In the directory where Call Router exe resides locate the Call Router csv file 2 Open Call Router csv and delete...

Page 485: ...ay Note The workgroup to which incoming trunk calls will be routed via Call Router must be assigned to the IVR whose Action is set to Avd Data Directed Routing with Application set to the virtual exte...

Page 486: ...uter select the Call Router Advanced and click Next When prompted enter the 20 digit license key for Call Router Advanced in the field and click Next Setup will confirm the destination for the Call Ro...

Page 487: ...sion and Password that Call Router Advanced will connect to then click OK Optional Check Auto Start Service to have Call Router start routing calls automatically after the system restarts or after Cal...

Page 488: ...List window This window also allows you to view existing route rules and modify delete route rules Add opens a Custom Record dialog box where you can create a new record and build the conditions for...

Page 489: ...sion Workgroup Call to Operator Dial by Name Collect Extension Directory Service Record Message specify target data in accompanying text box Mailbox Access Disconnect System Callback Collect Digits sp...

Page 490: ...ta to match against the customer record a Select Match one or Match all from the dropdown list b Select the items you want c Click in the Data column and type to specify the data To manually specify d...

Page 491: ...t action for Call Router to perform when Call Route Request data matches this record Target action options No Action Goto Top Level Goto Menu Item Repeat Current Level Call to Extension Workgroup Call...

Page 492: ...en you select Play WG Queue Status See Queue Announcements on page 25 21 If you want to apply the Play WG Queue Status Target action to several different workgroups you must create separate rules for...

Page 493: ...shows the IVR assignment for the workgroup that receives the call If the workgroup s IVR assignment is 5 this item shows 0 5 is the IVR assignment is 3 the item shows 0 3 and so on The 0 indicates tr...

Page 494: ...agent maximum service level and minimum expected delay Show Workgroup Status To view real time data on incoming trunks to workgroup select Show Workgroup Status from the View menu The main window box...

Page 495: ...routed via Call Router must be assigned to the IVR whose Action is set to Avd Data Directed Routing with Application set to the virtual extension you use to start Call Router For further information o...

Page 496: ...all Router where Call Router exe resides locate the Call Router csv file 2 Open Call Router csv and delete all contents 3 Save and close Call Router csv Additional Call Router Advanced Features Buildi...

Page 497: ...additional condition For example Where Balance 1000 4 Click OK You will be returned to the Rule dialog box where the SQL query will be shown in the Data column and the database will be shown in the D...

Page 498: ...several or all of them you must create separate rules for each with workgroup extension information pertinent to each workgroup Example You use virtual extension 700 to log in to Call Router You have...

Page 499: ...AltiContact Manager Administration Manual 25 23 25 Call Router In ACM Administrator you configure the IVR to which Call Router is assigned as shown below The example uses IVR 2 Note that you must ente...

Page 500: ...Call Router Advanced 25 24 AltiContact Manager Administration Manual For Sales you create a rule as shown below...

Page 501: ...Basic Call Router Call Router Advanced AltiContact Manager Administration Manual 25 25 25 Call Router Similarly for Support you create a rule as shown below...

Page 502: ...ltiContact Manager Administration Manual In the Monitor window click Add to log on to Sales entering both the workgroup extension password and the virtual extension password you specified in the IVR S...

Page 503: ...rt entering both the workgroup extension password and the virtual extension password you specified in the IVR Sales Queue Announcement rule The Monitor window shows that Call Router is logged on to bo...

Page 504: ...ialog box 2 In the Configuration fields the user can input the following test parameters Number of concurrent calls Interval between calls Number of test cycles For example inputting 5 for concurrent...

Page 505: ...outer The total calls processed and average time per call will be updated in real time during the test The user will know how many calls were processed and the average response time per call at that t...

Page 506: ...or example for a database calldb and table name RTMCALL 10 000 records are added to the table Note Because the data of DDR request has hard coded If the user wants a rule match the user needs to add t...

Page 507: ...dvanced AltiContact Manager Administration Manual 25 31 25 Call Router 2 Add a data source to ODBC configuration in Windows The TestSQL is the newly added data source This data source is connect to th...

Page 508: ...In Call Router add a rule to access database The user can change the rule configuration to fit his own conditions During the test Call Router will use this rule to match the DDR request When using thi...

Page 509: ...eport Formats This appendix identifies the field codes for AltiGen s CDR Call Detail Reporting records and the formats for the Station Message Detail Reporting SMDR specification support by AltiGen Th...

Page 510: ...al or external call UBYTE 0 External 1 Internal Direction Direction of the call incoming or outgoing UBYTE 1 None logon off 2 Incoming 4 Outgoing includes silent monitor barge in StartTime Outgoing ca...

Page 511: ...min for extension calls UCHAR 65 TargetType Type of line for an outgoing call UBYTE 0 None 1 Ext analog 2 Ext IP 3 Ext PHS not used 4 Ext virtual 5 Ext WG 11 trk analog 12 trk T1 13 trk IP 14 trk PRI...

Page 512: ...uratio n Duration in seconds a call is ringing and in workgroup queue ULONG QueueDurati on Duration in seconds when a call stays in a queue ULONG VMDuration Duration in seconds after a call goes into...

Page 513: ...on Specification documented HEX data output Decimal exit state definition 0x0001 1 Auto Attendant 0x0002 2 Ring No Answer 0x0003 3 Queue 0x0004 4 Voice Mail no VM recorded 0x0005 5 VM VM recorded 0x00...

Page 514: ...ing yyyymmddhhmmss Database Element Definition Type Specification NodeID Server ID System ID assigned to an AltiServ system in AltiAdmin ULONG value 1 100 SessionID Session ID a unique number usually...

Page 515: ...tion Type Specification NodeID Server ID System ID assigned to an AltiServ system in AltiAdmin ULONG value 1 100 SessionID Session ID a unique number usually 9 digits or larger assigned by AltiWare to...

Page 516: ...ONG see boxed inset LocalStartTi me Timestamp when wrap up starts String yyyymmddhhmmss LocalEndTi me Timestamp when wrap up stops String yyyymmddhhmmss Database Element Definition Type Specification...

Page 517: ...ing searched time interval short Queue is not an accumulated value it is recorded at a specific point in time PeakQLength Maximum queue length since midnight short PeakWaitTim eInQ Maximum queued time...

Page 518: ...every agent short Calls Transferred to Voice Mail NumCallAba ndoneDuring Ring Count of calls abandoned while ringing an agent short A Calls Abandoned During Ring NumCallAba ndonedInQ Count of calls a...

Page 519: ...lue 1 100 Date Day information ULONG Time value Time Time interval short minutes Period value AGNum Agent extension number UCHAR 8 NumInCall Calls answered if a call is rerouted to and answered by the...

Page 520: ...ups agent is logged in to short NumHold The number of call put on hold in this workgroup short HoldDuration Total duration of workgroup hold calls ULONG extNumInCal l Personal non workgroup incoming c...

Page 521: ...e DND period ULONG Agent Per Workgroup NodeID Server ID System ID assigned to an AltiServ system in AltiAdmin ULONG value 1 100 Date Day information ULONG Time value Time Time interval short minuutes...

Page 522: ...ber of times agent entered Wrapup where Wrapup lasts from agent set Not Ready to Ready status short Wrapup WrapUpDura tion The amount of time for Wrapup where Wrapup lasts from agent set Not Ready to...

Page 523: ...tion are described below In AltiWare s reports internal extension to extension calls are not logged neither are outbound calls of less than 15 seconds duration Trunk Calls In Format 09 01 07 04P 00 00...

Page 524: ...1 space 7 6 start time hh mmP P pm A am 13 1 space 14 8 duration hh mm ss 22 1 space 23 4 calling party 27 6 space 33 26 called number 59 2 space 61 4 trunk PAD number xxyy x board numb y channel numb...

Page 525: ...rk Y then transfer to Ext B 11 18 06 02P 00 00 27 100 3210002 0001 9 Outcall Log time only no lines logged 10 Zoomerang 11 18 06 06P 00 00 27 100 3210002 0100 11 System Speed Dial 11 18 06 07P 00 00 1...

Page 526: ...02 0001 7 Ext B B transfer to Trk Y see examples 11 18 06 22P 00 00 24 3210 3210002 0001 11 18 06 22P 00 00 40 0100 3210001 3210 8 To Trk Y then transfer to Ext B N A 9 Outcall Log time only no lines...

Page 527: ...arefully follow the procudures step by step Step 1 Physical Layer In the Triton E1Configuration window check the properties of the E1 trunk and consult your CO for the proper settings for the followin...

Page 528: ...ected to CD 01 If all configurations are correct the status of trunk line should be shown as OK Step 2 Data Link Layer In the T1 E1 Configuration window the Span type selection should be E1 CAS In the...

Page 529: ...ing party e g operator pay phone priority ordinary subscriber Select 1 2 or 3 for ordinary subscribers refer to Table 1 If the suscribed line is intended for other purposes contact your CO for the pro...

Page 530: ...For 4 digit DID set to 1113 6 For 5 digit DID set to 11113 6 For 6 digit DID set to 111113 6 For 7 digit DID set to 1111113 6 For 8 digit DID set to 11111113 6 Assume caller ID provided Incoming seque...

Page 531: ...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 Colombia MFC R2 Set calling part category 2 Assume no caller ID provided Incoming sequen...

Page 532: ...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 s...

Page 533: ...16 K 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 Panam Nacional MFC R2 Set calling part category 1 Assume no caller ID provided Incom...

Page 534: ...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 depen...

Page 535: ...roblem Having this information ready will allow us to better assist you Eligibility AltiGen provides technical support to Authorized AltiGen Dealers and Distributors only End User customers please con...

Page 536: ...anager at support altigen com For remaining unresolved problems or complaints send an email to AltiGen s CEO at ceo altigen com or call 510 252 9712 x 120 Repair and Replacement This policy addresses...

Page 537: ...r AltiGen will use its best efforts to repair and return AltiGen manufactured products within thirty 30 working days of receipt Standard Repair price for out of Warranty products shall be in accordanc...

Page 538: ...turned is different Product type Serial Number etc than the one requested and shipped AltiGen Communications at its discretion may elect to return the non conforming product back to the sender and cha...

Page 539: ...s and documentation to the address noted in the RMA form Component parts literature and documentation s missing from the Advance Replacement return will be charged to the credit card provided You are...

Page 540: ...ndling overnight NFO and or insurance requests beyond AltiGen s standard method of shipment Any additional shipping charges will be applied to the provided credit card All shipments to AltiGen must ha...

Page 541: ...roducts which are not manufactured by AltiGen may not be returned to AltiGen and should be returned directly to the original manufacturer for repair AltiGen will not be responsible or guarantee the sa...

Page 542: ...e Number ______________________________AltiGen Case Number __________________ Credit Card Number VISA MC ___ ___ ___ ___ ___ ___ ___ ___ ___ ___ ___ ___ ___ ___ ___ ___ Expiration ___ ___ ___ ___ Card...

Page 543: ...__________________ SHIPMENT METHOD STANDARD EXPRESS WARRANY STATUS UNDER WARRANTY WARRANTY EXPIRED PRODUCT INFORMATION Product Part Number _____________________________________________________________...

Page 544: ...RMA Form B 10 AltiContact Manager Administration Manual...

Page 545: ...vanced highly integrated business and computer telephony platform that consists of a Quantum card and AltiWare software working in a PC Server running under Windows NT analog a method of telephony tra...

Page 546: ...apabilities client a process whose threads call services provided by either a local or remote server process In Windows NT communication between a client and server occurs through the local procedure...

Page 547: ...800 and 900 lines If you have multiple 800 or 900 numbers to the same destination DNIS tells which number was called DNIS works by passing the touch tone digits DTMF or MF digits to the destination w...

Page 548: ...collection of related information treated as a unit file server an integral part of a multi user computer network such as a local area network LAN It typically is a combination of a computer data mana...

Page 549: ...group see Workgroups Hz see definition for Hertz I Impedance occurs when power or signal is transferred from one circuit to another This is known as the resistance of electrical current to alternatin...

Page 550: ...hich it can perform its required function Maintenance includes keeping a functional unit in a specified state by performing activities such as test measurements replacements adjustments and repairs MA...

Page 551: ...tly being expanded due to high demand for new numbers and services requiring new area codes Numbering sequence being changed from traditional N 1 0 X area code center digit a 1 or a 0 to NNX where N n...

Page 552: ...r government computing contracts Power Failure Backup If your AC power fails your telephone system can still operate by switching to a backup battery power supply often called an Uninterrupted Power S...

Page 553: ...hen the electrical power to the PC is switched off RAS Remote Access Service retry to resend data a prescribed number of times or until the data is finally delivered RJ 11 The common telephone jack Us...

Page 554: ...ception of signals writing images or other information by wire radio or any other electromagnetic system Tip and Ring the traditional telephony indication of plus and minus in electrical circuits See...

Page 555: ...rvice for direct long distance dialing Wink a single supervisory pulse Windows NT New Technology the high end Windows operating system in a family of Windows operating systems workgroup telephones arr...

Page 556: ...G 12 AltiContact Manager Administration Manual...

Page 557: ...le 1 24 1 25 G 1 AltiContact Manager administration 5 1 call center features 1 6 characteristics 1 3 NT service 3 2 online registration 3 9 PBX features 1 6 platform selection 2 1 AltiDB Reader 1 25 A...

Page 558: ...7 5 audio peripheral 5 27 audio peripheral options for huntgroups 14 23 automatic call distribution 1 24 15 19 Average Jitter 4 10 B B Channel 6 24 B8ZS Binary 8 Zero Substitution 6 20 backing up fil...

Page 559: ...allCenter 12 1 callcenter configuration agent logout reason 12 5 call recording 12 6 caller ID routing 12 5 DNIS routing 12 3 CallCenter icon 4 4 CallCenter Management menu 4 3 caller ID 1 7 AltiSpan...

Page 560: ...lation 2 13 Country 5 3 creating NT Emergency Repair Disk 3 45 creating workgroups 15 2 CSU 6 13 6 15 CSU installation 6 27 CSU DSU Requirements 6 13 6 15 CT Bus Clock Configuration 5 26 CT bus Test T...

Page 561: ...32 enable distinctive ring 5 3 enable intercom 13 6 enable live call handling 1 9 13 31 enbloc dialing 7 5 9 4 en bloc trunks reducing dialing delay for 10 9 error messages 22 7 22 11 22 19 ESF Extend...

Page 562: ...th 7 15 G723 jitter buffer range 7 15 gateway 21 6 glossary G 1 G 11 greeting personal 1 17 greeting prompts 5 30 ground start 7 7 G 5 grounding 2 3 group setup 13 15 group RNA handling 14 21 GTE 6 20...

Page 563: ...main name 21 4 email 21 4 MIME G 6 service provider 21 4 Internet integration features 1 18 Intranet 9 8 IP address 21 6 IP Cumulative Traffic Statistics window 20 3 IP dialing table 9 1 9 26 IP exten...

Page 564: ...3 main number 5 3 making a connection difficulty 6 10 making calls from AltiMail 1 16 from voice mail 13 27 14 5 15 4 management menu audio peripheral configuration 5 27 Manager Extension 5 3 managin...

Page 565: ...erver side setup 21 4 Network Address Translation NAT 9 9 network configuration for VoIP 9 8 networking MIME 21 3 protocol POP3 21 2 SMTP 21 2 new installations AltiWare OE 3 11 no answer handling 13...

Page 566: ...all recording options 13 7 phone display options 13 14 phone number trunk 7 4 phrase for IVR 11 10 phrases recorded 11 11 physical and IP extensions licenses 3 29 physical extension 13 1 G 8 pilot num...

Page 567: ...7 15 5 reducing dialing delay for en bloc trunks 10 9 refresh interval 4 10 registration manual online 3 8 registration methods 3 8 reminder calls 1 17 remote call forwarding 1 6 remote locations 9 4...

Page 568: ...on ID number A 2 A 9 sessions licenses 3 29 setting up 13 17 business hours 5 8 email 21 4 groups 13 15 huntgroup mail management 14 11 huntgroup membership 14 6 huntgroups 14 3 LAN email 21 4 server...

Page 569: ...er 6 20 System icon 4 4 System ID 5 2 system key 2 1 system limitations 2 11 System Log icon 4 4 System Management menu 4 3 system numbering 5 4 system password 3 46 system reports 20 1 20 4 system re...

Page 570: ...nk properties 7 13 Triton VoIP Board configuration 6 7 Triton VoIP board see also VoIP troubleshooting 22 19 cannot make connection 6 10 loop back test 6 10 poor voice quality 6 10 VoIP board 6 10 6 1...

Page 571: ...5 integrated gateway 1 23 trunk properties 7 13 VoIP configuration 9 1 VoIP troubleshooting 6 10 6 11 voltage based call indicator 7 10 13 11 W waiting time 4 8 WAN bandwidth 9 8 router configuration...

Page 572: ...Index AltiContact Manager Administration Manual I 16 Index skill setting 15 8 wrapup 4 8 Z zero code suppression 6 20 Bell 6 20 GTE 6 20 Jam Bit 8 6 20 Zoomerang 1 24...

Page 573: ...Index AltiContact Manager Administration Manual I 17 Index...

Page 574: ...Index I 18 AltiContact Manager Administration Manual...

Page 575: ...le of 1 to 5 1 is the lowest score and 5 is the highest score Please complete the following questionnaire Question Rating Scale 1 5 Did you find the information to be Well organized by subject matter...

Page 576: ...AltiContact Manager Administration Manual COMMENTS Mail to AltiGen Communications Inc 47427 Fremont Blvd Fremont CA 94538 Or Call us at 510 252 9712 Fax us at 510 252 9738 E Mail us at docs altigen c...

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