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Altigen AltiContact Manager Version 5.0, Administration Manual

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System Requirements

AltiContact Manager Administration Manual

2-11

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Available in the Americas and Caribbean only./Disponible en las Américas y en el Caribe

únicamente./Nur in Nord-und Südamerika und der Karibik erhältlich.

System Limitations

Note the following limitations for board installation and Triton VoIP board
and port combinations.

Table 5.

Board Installation

Board Type

Maximum

in a System

Board ID

Range

Total Ports

Triton VoIP 12-port

10

0-9

120

Triton VoIP 30-port

2

0-9

60

TOTAL Triton VoIP

boards

10

120 max in one
system, via any
combination of
boards that com-
plies with the sys-
tem limitations
shown here

Triton Analog Trunk

16

0-15

Triton Analog Extension

16

0-15

Quantum

16

0-15

Triton T1/E1/PRI

10

0-7

Triton Resource

2

0-1

TOTAL T1/PRI, VoIP,

and Resource Combined

8

Summary of Contents for AltiContact Manager Version 5.0

Page 1: ...AltiContact Manager Version 5 0 Administration Manual Revised 12 2004 4413 0001 5 0 ...

Page 2: ...tiGen 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 change without notice This documentation may be used only in accordance with the terms of the AltiGen Communications Inc License Agreement AltiGen Communications Inc 4555 Cushing Pkwy Fremont CA 94538 Telephone 5...

Page 3: ...ce over IP Session Support AltiContact Manager Features 1 27 AltiWare Tools 1 28 Optional Add On Software 1 29 Optional Add On Products 1 31 Optional Kits 1 31 Chapter 2 System Requirements 2 1 Hardware Requirements 2 1 System Key Requirement 2 1 Selecting the AltiContact Manager Platform 2 1 Minimum System Requirements 2 1 Proper Grounding and Loop Current 2 3 Uninterruptible Power Supply UPS 2 3...

Page 4: ...8 Upgrades 3 9 Before New Installation 3 11 To Begin New Installation 3 11 Before Upgrade 3 18 Backup Database 3 18 Shutting Down the AltiGen Switching Service 3 18 Station Speed Dialing Change 3 19 To Begin Upgrade 3 20 Online License Registration Procedures 3 27 Manual Online License Registration Procedure 3 36 Offline Registration Procedures 3 44 Windows Emergency Repair Disk 3 44 Installing AC...

Page 5: ...al Parameters 5 2 Setting a System Number Plan 5 4 Assigning Trunk Feature IP Trunk Route Access 5 9 Setting Business Hours 5 10 Routing Calls on Holidays 5 13 Configuring System Speed Dialing 5 14 Defining System Call Restrictions 5 16 Blocking Calls to Area Codes from All Extensions 5 17 Setting Toll Free Area Codes 5 17 Locking Attacked Extensions 5 18 Blocking All Outgoing Calls 5 18 Enabling ...

Page 6: ...oard 6 8 Board Installation 6 9 Troubleshooting Common Symptoms and Solutions 6 10 Configuring the Triton T1 E1 PRI Board 6 11 Service Parameters for T1 6 12 Service Parameters for PRI 6 13 Service Parameters for E1 6 15 Board Configuration 6 16 Triton T1 Configuration Triton T1 PRI E1 Dialog Box 6 18 Setting up T1 PRI or E1 Channels on the Triton T1 PRI Board 6 25 Installing a Channel Service Uni...

Page 7: ...e 9 1 About the Location 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 9 Network Configuration Guidelines for the Alti IP 600 Series of IP Phones 9 11 Configuration Guidelines for NAT 9 12 AltiGatekeeper Installation 9 13 IP Phone Configuration 9 13 NAT...

Page 8: ...cording Custom Phrases 11 10 Using Professionally Recorded Phrases 11 11 Chapter 12 CallCenter Configuration 12 1 Caller ID Routing 12 1 Adding and Deleting 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 6 Call Recording 12 7 Chapter 13 Agent Configuration 13 1 Setting up Ex...

Page 9: ...Timing 13 26 Setting Notification Business Hours 13 27 Enabling Message Notification 13 27 Configuring Calling Restrictions 13 27 Setting Call Restriction Options 13 28 Setting Other Call Restrictions 13 29 Setting Answering Options 13 29 Forwarding All Calls 13 31 Do Not Disturb 13 32 Handling Busy Calls 13 32 Setting Call Waiting Options 13 33 Handling Unanswered Calls 13 33 Configuring One Numb...

Page 10: ...ng Notification Timing 14 16 Setting Notification Business Hours 14 17 Enabling Message Notification 14 17 Setting Call Handling Options 14 17 Handling Busy Calls 14 18 Forwarding All Calls 14 19 Handling Unanswered Calls 14 20 Setting Huntgroup Handling 14 21 Group RNA Handling 14 22 Setting Queue Management Options 14 23 Chapter 15 Workgroup Configuration 15 1 Creating a Workgroup 15 2 Establish...

Page 11: ...ns 15 20 Handling Busy Calls 15 21 Forwarding All Calls 15 21 Handling Unanswered Calls 15 23 Setting Workgroup Handling 15 24 Group RNA Logout Handling 15 25 Queue Management 15 27 Basic Queuing Control 15 28 Advanced Queue Management AQM 15 32 Application Extension Queue Control 15 37 Operation Notes 15 37 Chapter 16 Setting Up IP Extensions 16 1 AltiGen IP Phone Service 16 1 Intercom with IP Ph...

Page 12: ...heduling Backups 21 3 Restoring Backed up Files 21 4 Chapter 22 System Report Management 22 1 System Summary Report 22 1 System Log 22 2 IP Cumulative Traffic Statistics 22 3 Chapter 23 Data and Internet Integration 23 1 Network Protocol and Addressing 23 1 Setting Up Email Service 23 4 Setting up an Exchange Server 23 10 Exchange on Windows 2000 23 34 About AltiReach Configuration 23 36 Chapter 2...

Page 13: ...ker 25 4 MVIP Test Tool 25 6 DINA Manager 25 6 APPENDIX A E1 R2 and T1 E1 ISDN PRI Installations A 1 E1 R2 CAS Installation A 1 T1 E1 ISDN PRI Installation A 12 APPENDIX B Product Repair Services Technical Support B 1 Technical Support B 1 Repair and Replacement B 2 Standard Product Warranty B 4 RMA Form B 8 Glossary G 1 Index I 1 Readers Comment Form R 1 ...

Page 14: ...xii AltiContact Manager Administration Manual ...

Page 15: ... 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 generates and can radiate radio frequency energy and if not installed and used in accordance with the instruction manual may cause harmful interference to radio communications This Class B digital apparatus m...

Page 16: ...t 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 connector assembly telephone extension cord The customer should be aware that compliance with the above conditions may not prevent degradation of service in some situations Repairs to the certified equ...

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 service temporarily If possible the telephone company will notify you in advance If advance notice is not practical they will notify you as soon as possible You are also informed of your right to file...

Page 18: ...ructions 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 To prevent fire or shock hazard do not expose the unit to rain moisture or install this product near water Never spill liquid of any kind on this product Never push objects of any kind into this product t...

Page 19: ...nar sobre él A fin de evitar el sobrecalentamiento del equipo no obstruya las ranuras y aberturas que se encuentran sobre las cubiertas del módulo ya que éstas se suministran para su ventilación Sicherheit Die in dieser Veröffentlichung enthaltene Information befaßt sich mit der Sicherheit von Personal sowohl beim Einbau als auch bei der Wartung des Geräts Wichtige Sicherheitsbestimmungen Vor Eins...

Page 20: ...electrical circuits See note above Follow the instructions in the manual carefully especially when working with circuits that are powered Disconnect power when instructed to do so in the procedures Disconnect all power before working near power supplies unless otherwise instructed by a maintenance procedure Disconnect all power before installing changes in machine circuits unless otherwise instruc...

Page 21: ...icularmente si está usted trabajando con circuitos eléctricos descubiertos Lea la nota anterior Siga al pié de la letra las instrucciones contenidas en el manual particularmente cuando trabaje con circuitos que tengan energía eléctrica Desconecte la energía cuando las instrucciones del procedimiento se lo indiquen Desconecte toda la energía eléctrica antes de trabajar cerca de cualquier fuente de ...

Page 22: ...tungen im Handbuch sorgfältig besonders dann wenn an eingeschalteten Schaltkreisen gearbeitet wird Strom abschalten wenn ein Verfahren das vorsieht Falls nicht anderweitig durch ein Wartungsverfahren bestimmt ist der Strom bei Arbeiten nahe der Stromversorgung abzuschalten Falls nicht anderweitig durch ein Wartungsverfahren bestimmt ist der Strom bei Änderungen am Maschinenstromkreis abzuschalten ...

Page 23: ...earthing terminal in accordance with EN60950 cl 2 5 6 The host machine ISA bus pins B1 B10 or B31 edge connectors on CPU mother board backplane MUST be less than 0 1 Ohms to host machine earthing terminal 7 AltiGen complies with PCI Board specifications Rev 2 1 5V 32 bit 8 The power required by the host machine and the total of all adapter cards installed within the host environment together with ...

Page 24: ... La instalación de este aparato la DEBEN ejecutar profesionales 4 La máquina principal DEBE conectarse a tierra conforme lo dispone el EN60950 1992 edición 2 A4 1997 cl 6 2 1 2 utilizando cable de conexión a tierra desde la terminal a masa de la máquina principal a la conexión a tierra del edificio 5 El circuito SELV de la máquina principal debe conectarse a la terminal protectora de aterrizada de...

Page 25: ... de la selección del voltaje de entrada 115 230V está en la parte posteriora del chasis y se fija al voltaje apropiado para su instalación Sicherheitserfordernisse gemäß UL Underwriter s Laboratories Inc Host Computer Wirtsrechner 1 Das Gerät Model AltiGen AltiWare ist nur in Verbindung mit Telekommunikationssystemen zugelassen die den gegebenen Anleitungen gemäß den darin geforderten Bedingungen ...

Page 26: ...berschreiten ist der zuständige Sicherhaitsingenieur zu Rate zu ziehen Anderweitige Benutzung des Geräts deren Ergebnis die Außerkraftsetzung der erteilten Genehmigung zum Betrieb des Geräts zur Folge hat macht diese Genehmigung ungültig 10 Für die folgenden AltiServ Plattformen AltiServ1A IP AltiServ1E IP and Alti Office 1B überprüfen der Eingang Spannung Vorwählerschalter 115 230V ist auf der Rü...

Page 27: ...le Schaltungen müssen den Nationalen Vorschriften für Fernmeldeschaltungen National Telecommunications Wiring Regulations und den Nationalen Vorschriften für Elektroschaltungen National Electrical Wiring Regulations entsprechen Additional Requirements for Australia Requisitos Adicionales para Australia Zusätzliche Bestimmungen für Australien 1 Warning For safety reasons connect only ACA or AUSTEL ...

Page 28: ...da de cualquier abertura superior o lateral de la cubierta por lo menos mediante 25 mm de aire o a través de una barrera de inflamabilidad Clase V 1 o superior salvo cuando las aberturas se apeguen a cualesquiera de los siguientes criterios No excedan de 5 mm en cualquier dirección o No excedan de 1 mm de ancho sin importar su longitud 3 Cualquier orificio del chasis que no cumpla con las especifi...

Page 29: ...n through steel conduit 1 Deberá instalarse equipo complementario de conducción a tierra entre el producto o sistema y la tierra misma esto es además del conductor a tierra que el equipo tiene en el cordón de la fuente de alimentación 2 El conductor de conexión a tierra del equipo complementario no podrá ser de dimensiones inferiores mínimo calibre 8 AWG se recomienda el calibre 6 AWG a la dimensi...

Page 30: ...ter s Laboratories Inc Prepare the hardware as follows ensuring that the relevant manufacturer s installation instructions are complied with If you have doubts about any of these call your supplier 1 This apparatus must be professionally installed 2 Select a CE computer chassis according to the Safety Requirements above ensuring that it has an external marked earth point 3 The host machine ISA bus...

Page 31: ...que las clavijas PCI de los canales de distribución cumplen con las especificaciones de los tableros PCI Rev 2 1 5 voltios 32 bit 5 Prepare el chasis de acuerdo con las instrucciones del fabricante de la computadora personal para efectos de que reciba las tarjetas de PC que necesita y se cerciore así de que la instalación de las tarjetas de extensión no redundará en la infracción de los Requisitos...

Page 32: ... 0 1 Ohms zum Erdanschluß führen 4 Die PCI Program Controlled Interrupt Kontaktanschlüsse auf der Sammelschiene des Hauptgerätes entsprechen den PCI Steckkartenanforderungen PCI Board specifications Rev 2 1 5V 32 bit 5 Vor dem Einbau der entsprechenden PC Personal Computer Karten in das Gehäuse gemäß den PC Herstelleranweisungen ist sicherszustellen daß durch den Einbau zusätzlicher Karten die obe...

Page 33: ...like product How Long the Warranty Is Effective All AltiGen Communications products are warranted for one 1 year for all parts from the date of the first end user 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 or removed 2 Damage deterioration or mal...

Page 34: ...roduct 3 your name and company name 4 your shipping address and 5 description of the 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 from state to state Some states do not allow limitations on implied warranties and or do not allow the exclusion of ...

Page 35: ...equired Chapter 3 Software Installation describes software specifications of the AltiContact Manager system Chapter 4 Getting Around ACM Administrator describes how to navigate the AltiContact Manager Administrator application which is used to configure and maintain the AltiContact Manager system Chapter 5 System Configuration describes AltiContact Manager system basic configuration phone numbers ...

Page 36: ...ter 20 Application Extension Configuration describes configuration for application extensions Chapter 21 System Data Management describes backup and restore procedures Chapter 22 System Report Management describes system management reports on summary traffic system log and call detail summary Chapter 23 Data and Internet Integration describes setting up email AltiReach Exchange integration Chapter...

Page 37: ...Manager Administration Manual xxxi Preface Related Publications Related publications include AltiView Manual AltiConsole Manual AltiAgent Manual AltiSupervisor Manual CDR Manual Alti IP 600 Manual Alti MSCRM Manual ...

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

Page 39: ...en has combined several separate compelling contact center productivity applications into one integrated system to handle daily voice Internet and email interactions ACM is designed with an intuitive easy to use graphical user interface for your current IT staff to easily manage the system and reduce administrative costs There is no need to learn complicated command line interfaces or manage dispa...

Page 40: ...op applications Local and Remote IP agent and supervisor capability Monitor and Barge in capable of advanced historical group and agent performance reporting options Seamless integration with CRM Advanced IVR databases with easy to use SDK Easy to plug in optional module to turn on web interactions for VoIP chat and Web page push Virtual Contact Center via VoIP Callback Interview Caller ID Routing...

Page 41: ... 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 on the number of boards you can install on one system Key AltiContact Manager Characteristics When you see this New icon it means that the feature is new to AltiContact Manager Release 5 0 and does not exist in earlier ...

Page 42: ...on page 2 11 for details on the number of Triton VoIP boards and ports you can install on one system Triton VoIP 12 and 30 port boards Triton 8 port boards running on previous AltiWare releases are automatically upgraded to 12 port boards with AltiContact Manager The 12 port board can be configured to a 30 port board in AltiContact Manager 5V PCI slot is required for each Triton board Additional V...

Page 43: ...he system telephony application software that provides 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 development AltiWare software components such as Switching Service Messaging Agent SMTP Server POP3 Server AltiBackup and Exchange integration are NT services th...

Page 44: ...t Codes force the user to input an account code on each call to track telephone usage The administrator can configure which extensions are required to enter an account code Application Extension a new type of extension that provides the interface to a third party product such as IVR Busy or Ring No Answer Call Handling sends calls to voice mail another extension or IVR if the called extension or g...

Page 45: ...d caller ID such as caller name this information will also be displayed Caller ID Routing the system administrator can define Caller IDs in a routing table and set different routing options Centrex Transfer allows user to transfer or forward calls to an external telephone number Once the transfer is complete the trunk lines are released AltiView and AltiAgent also support Centrex Transfer Conferen...

Page 46: ...ng allows three different ringing cadences to distinguish between internal external and operator calls Do Not Disturb blocks all calls coming into a specific extension and sends them to preprogrammed destinations such as voice mail or the operator In ACM 5 0 an Allow DND Feature option is added to Extension Configuration DND is only available when this option is checked Extension Activity Display ...

Page 47: ...idual and System Call Pick Up allows users to answer a ringing telephone from another station Intercom Call by pressing 93 on any phone connected to an AltiWare system users can make an intercom call to an AltiTouch 500 390 see note below or Alti IP phone If the phone is in idle state the phone speaker will be turned on and the voice path is connected If the IP phone is busy the call will follow t...

Page 48: ...nt callers to predetermined numbers according to a designated schedule Setup is available through the One Number Access page of Extension Configuration and or web based AltiReach and AltiView management ONA passwording is optional The user can press any key to pick up an ONA call In ACM 5 0 a user can enable ONA feature through voicemail the ring timeout can be configured for each ONA forwarding n...

Page 49: ...a call is send to a group queue expected wait time and call position will be announced Queue Quit Configurable Exit Queue a caller can press or 0 to leave a workgroup queue to transfer to group voice mail IVR extension another group or an operator Return to IVR after leaving a voicemail message and pressing to send it incoming trunk callers are prompted with the option to return to IVR to try anot...

Page 50: ...nt will be sent through AltiLink Plus SDK when the caller presses any key during IVR Trunk Interface Analog loop start ground start and wink start DID Digital PRI ISDN T1 E M loop start and ground start Virtual Extensions an extension that is not associated with a physical port but allows access to the AltiGen Voice Mail System features and telephone sharing Up to 2 000 total physical virtual exte...

Page 51: ...k In ACM 5 0 multiple business hours can be configured in a system Also multiple Business Hours profiles can be assigned to DNIS Routing and Trunk In Call Routing entries CDR Search allows workgroup supervisors to search CDR files and workgroup CDR statistics for records that match selected criteria CDR Search provides workgroup statistics from the real time monitoring function used in the AltiSup...

Page 52: ... Holiday Profiles can be assigned to DNIS Routing Caller ID and Trunk In Call Routing entries Login Logout Keep Login Status on system startup or reboot all group members can be set to the Login or Logout state at system startup or reboot By default group members are set to Keep Login Status Multiple Queue Announcements allows each group to have its own set of unique audio announcements Up to five...

Page 53: ...to deliver real time data to client applications Agent states are redefined and time in each state is tracked Service Level Threshold a time value for callers waiting in queues The performance statistics show when workgroup calls are queued for longer than a prescribed value Single Multiple Call Handling for Workgroups allows the workgroup administrator to select single or multiple calls handling ...

Page 54: ...rected to the workgroup voice mail to workgroup members voice mail or placed in the call queue for the next available member When the first called member fails to answer the call within the number of rings configured the system can direct the call to the next available workgroup member The system can also ring the longest idle member or ring all available members Calls encountering RNA among all a...

Page 55: ... calls can also be barged in on by a workgroup supervisor Workgroup Queue Overflow Handling routes incoming calls to an alternate destination when the queue is already full or when incoming calls will have an unacceptably long wait time IVR Features The IVR features provide quick and courteous processing of all incoming calls An IVR can be configured to serve as a primary Attendant or as a backup ...

Page 56: ...ld take if there is no digit detected by the caller within specified seconds Schedule Based Call Processing routes calls differently for different times of the day Web based Call Processing allows the IVR to accept calls placed over the World Wide Web AltiGen Voice Mail Features The AltiGen Voice Mail System is a sophisticated message management system that provides the calling and the called part...

Page 57: ...allers are instructed to press the key Making a Call from the AltiGen Voice Mail System allows users to make a call from within the AltiGen Voice Mail System by pressing at the Main Menu and entering the external phone number This is especially useful while traveling where users can respond to all messages and make other calls not associated with a message all with one call into the AltiGen Voice ...

Page 58: ...n List allows the user to use system distribution lists or create and use personal distribution lists for forwarding voice mail Up to 100 distribution lists can be created Each distribution list can have up to 64 entries and any entry can be another distribution list Zoomerang allows users to listen to messages in the AltiGen Voice Mail System prompt the system to automatically call the party who ...

Page 59: ...s of the Exchange server must be the name of the machine or the fully qualified domain name Mail Forwarding allows you to forward mail email and voice mail to an SMTP based mail server The destination server address should be the address of the SMTP server to which all mails should be forwarded This address can be an IP address such as 100 200 101 201 a domain name such as altigen com a fully qual...

Page 60: ... changes only the field that was changed to multiple extensions trunks or channels instead of having to change them one at a time Call Detail Reporting CDR the system collects and records information on outgoing and incoming phone calls such as length of call time of call number of calls This data can be written to an internal database or to an external SQL database CDR Search provides an interfac...

Page 61: ...er Extension Checker a tool that checks the security status of every extension in your AltiContact Manager system Extension Password Protection for Application Logins the system maintains a counter for each extension to track AltiLink Plus login failures When eight 8 successive failures are reached the system disables AltiLink Plus for 1 to 24 hours to prevent password intrusion Applies to login f...

Page 62: ... can be automatically activated by AltiContact Manager or by SDK based applications for incoming and or outgoing calls Voice Mail Distribution List allows you to create a group 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 announcement can be se...

Page 63: ...nager Features on page 1 27 Board ID Support The board ID of the Triton IP board is displayed in the ACM Administrator board window This can be used to relate a Triton VoIP board to a hardware board DNIS Name Display and Routing over IP Tie Trunk allows for DNIS information to be transferred to the system when routed over IP tie trunks DNIS name of matched entry is displayed at AltiConsole AltiVie...

Page 64: ...nager and connects to AltiContact Manager through enhanced AltiLink Plus protocol on behalf of AltiGen IP Phones IP Port Support AltiContact Manager IP port density is increased to 120 ports The system supports up to ten 10 Triton IP boards 120 ports or two 2 G 723 and two 2 G 711 84 ports Integrated Administration calls through both PSTN and IP networks can be managed using a single point of admi...

Page 65: ...d plays silence AltiContact Manager disconnects the voice mail session when a silence period exceeds 7 seconds during voice mail recording over VoIP VoIP Hop Off Call Support allows an extension to access a T1 or CO trunk on the remote system and hop off to dial an outside telephone number This hop off feature can be enabled or disabled on the remote system Outcall restrictions for hop off calls a...

Page 66: ...t Manager configuration AltiVR Player voice recording playback tool that can be used by the administrator to access all voice recording data in a centralized location CT bus Test Tool detects one way connection cross talk bad MVIP cable and static noise problems DINA Manager an application that allows a system administrator to configure several distributed systems from a single system The tool can...

Page 67: ...es a standard hardware based Attendant console through software has the flexibility of adding new features through software without changing the hardware In ACM 5 0 the following enhancements have been made Extension activity display Picking call from workgroup queue 1024 x 768 full screen display Line park appearance Group paging Release link tie for IP trunks Quick search improvement in ALL tab ...

Page 68: ...on Release IP Tie Link option added to configuration Automatic version upgrade during startup AltiSupervisor provides workgroup statistics silent monitoring and barge in features In ACM 5 0 the following enhancements have been made Setting viewing of workgroup call priority Transferring call from workgroup queue Forced agent login log out Agent conversation recording Workgroup CDR RTM revamping Mi...

Page 69: ...ACM 5 0 the following enhancements have been made Workgroup CDR restructuring CDR Search Tool for 4 6 CDR database Dual external CDR database support Optional Add On Products Alti IP 600 AltiGen s H 323 compliant business telephone that provides voice communication over an IP network In ACM 5 0 the following enhancements have been made Copying of Alti IP 600 phone settings and configuration from o...

Page 70: ...Key AltiContact Manager Characteristics 1 32 AltiContact Manager Administration Manual Queue Management APIs Extension relocation AltiView AltiAgent ActiveX MakeCall API ...

Page 71: ...stallation software upgrade process and upon 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 AltiGen software package system keys cannot be shared among systems System keys are also available in USB form factor USB system keys must be special ordered Sel...

Page 72: ...s 2000 Server Professional with SP4 and above Windows XP Professional For Online Help Internet Explorer 6 0 or higher browser To accommodate Quantum and Triton telephony boards with AltiContact Manager software ACM requires the following minimum system configuration IBM PC compatible system with adequate number of full size ISA and PCI slots Microsoft Windows 2000 Server Microsoft Internet Informa...

Page 73: ...s before connecting to any AltiGen boards The desired loop current measurement is 25mA 28mA This is another essential step to ensure proper operation of AltiGen systems For more information on loop current issues please refer to the toolbox in the tech support section of AltiGen s web site at http support altigen com Uninterruptible Power Supply UPS Using a UPS prevents power fluctuations and surg...

Page 74: ...ndividually as a third party developer application platform To obtain maximum performance reliability and long term fault free operation you must maintain power and environmental conditions specified at the end of this section Note When installing VoIP boards the recommended installation procedure is to install the VoIP boards first then set up the IP extensions If there are no VoIP boards in the ...

Page 75: ...ort will remain active even if the system has a power failure The I O switch is factory preset as shown below Change this setting only if there is a hardware conflict The Quantum telephony board has the following functional characteristics MVIP compatible 256 Port Non Blocking Switch Matrix Audio Peripheral Input Output Jumper Free Configuration On Board Telephony Power Supply for Quantum D Board ...

Page 76: ...t Non Blocking Switch Matrix Jumper Free Configuration PCI Bus Compliant with EIA464 Recording capability Note When the board is configured for audio input the first port cannot be used for an extension LED Indicators LED 1B LED 1A Status ON ON 5V is OK 12V is OK normal operation OFF OFF Power cable not plugged in ON OFF 5V less than 4 5V but more than 3V bad PC 5V power OFF ON 12V less than 9V ba...

Page 77: ...ristics MVIP compatible 256 Port Non Blocking Switch Matrix Jumper Free Configuration 32 bit 5v PCI Bus Compliant with EIA464 Tone detection for fax tone modem tone and voice E 911 CAMA trunk support Triton VoIP Board The Triton VoIP telephony board has the following functional characteristics MVIP compatible 256 Port Full Duplex Switch Matrix Jumper Free Configuration LS GS LED Indicators LS LED ...

Page 78: ...tions Up to two Resource Boards can be installed in one system Up to 12 simultaneous supervisor silent monitoring or barge in sessions are supported for each board The Triton Resource board has the following functional characteristics MVIP Compatible Jumper Free Configuration 12 ports for silent monitoring and barge in PCI Bus LED Indicators Green LED Red LED Status OFF OFF No power ON OFF Normal ...

Page 79: ... package TritonDef inf When a new PCI board is installed in a Windows 2000 system the OS will detect the board and ask for a driver The driver file for the boards TritonDef inf can be found in the following locations Before installing AltiContact Manager on the root directory of the AltiContact Manager CD ROM this file will be installed when you install the software After installing AltiContact Ma...

Page 80: ...schlüsse kann die 12 Anschluß Karte zu einer 30 Anschluß Karte aufgerüstet werden Eine Kartenau früstung pro Lizenz Die ursprünglichen Anschlüsse behalten ihre Konfiguration die neuen Anschlüsse jedoch müssen bei Gebrauch neu konfiguriert werden Board Tarjeta Karte Model Number No de Modelo Modell Nummer Description Descripcion Beschreibung Quantum1 ALTI CD0408UD SPH001 4 trunks troncales Haupt an...

Page 81: ...ons for board installation and Triton VoIP board and port combinations Table 5 Board Installation Board Type Maximum in a System BoardID Range Total Ports Triton VoIP 12 port 10 0 9 120 Triton VoIP 30 port 2 0 9 60 TOTAL Triton VoIP boards 10 120 max in one system via any combination of boards that com plies with the sys tem limitations shown here Triton Analog Trunk 16 0 15 Triton Analog Extensio...

Page 82: ...quirements are as follows for each individual board Los requisitos de energía eléctrica son los que se indican a continuación para cada tarjeta individual Die folgende Tabelle zeigt den Energiebedarf jeder einzelnen Karte an of Quantum or Triton Boards per System of Aggents Supported CPU Type Available Memory Hard Disk Controller Power Supply 5V Requirement 12V Requirement 1 3 10 733 MHz 128 MB ID...

Page 83: ...n de garantizar la confiabilidad del sistema Die interne Anlagentemperatur darf die vorgeschriebene Betriebstemperatur nicht überschreiten Befinden sich mehr als zwei AltiGen Fernmeldekarten in der Anlage empfiehlt sich der Einbau zusätzlicher Ventilatoren Ihre Aufgabe ist es effektiv Hitze zu reduzieren und gleichzeitig den Luftstrom zu den Fernmeldekarten zu erhöhen um die Zuverlässigkeit der An...

Page 84: ...ing Procedures Handle boards by the edges only Always hold the boards individually by the face plate with the components facing you and pinching the edge on the right side of the board Do not make contact with the solder or component sides of the boards Do not slide the boards over any surface including an electrostatic discharge mat Some boards have very sensitive ceramics that contain embedded t...

Page 85: ...l que dicho sistema residirá Selecciones un espacio de trabajo lo suficientemente amplio para dar cabida a la totalidad del sistema Utilice una superficie de trabajo plana y estable con suficiente espacio alrededor para que pueda darse una adecuada circulación del aire Se sugiere la colocación de un ventilador frente a las tarjetas de telefonía AltiGen con objeto de disipar el calor adecuadamente ...

Page 86: ...i statischen Behälter vorsichtig umyugehen ist Karten müssen dann zur elektrischen Entladung auf eine Dissipationsmatte am Arbeitsplatz gelegt werden bevor sie berührt werden dürfen Die Dissipationsmatte muß eine gummierte Oberseite und eine konduktive Unterseite haben Beim regelmäßigen Reinigen der Matte muß ein antistatisches Reinigungsmittel verwendet werden Die folgende Tabelle enthält die fun...

Page 87: ...ards the last extension to be brought into the conference will not be conferenced even if there are no other ongoing conferences on this Quantum board Therefore a total of 5 1 4 conference resources have been used However it is possible 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 c...

Page 88: ...ual 3 The Triton Resource board can support up to 12 conference bridges with up to 6 members each However this does not imply that you can have a total of 72 conferenced members external internal per board as it only has 36 conference resources ...

Page 89: ...all Data Reporting database along with documentation and external logger service DINA Manager Contains the DINA Manager installation program Documentation Contains the AltiContact Manager System Installation and Administration Manual and the AltiView and AltiServ User Guide in the Adobe Acrobat PDF format AltiMSCRM Contains the AltiMSCRM installation program Alti VRPlayer Contains the Alti VRPlaye...

Page 90: ...hould be set 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 Manager software from the AltiContact Manager 4 6 CD ROM It should take about 15 to 20 minutes to install the AltiContact Manager software program Before you begin installation however please note...

Page 91: ...y application vendor s to find out if an upgrade is required for their product to work with the release you are about to install Firewall Considerations If you are using a firewall in the AltiWare OE 5 0 environment the following are the network ports used Client Server TCP UDP AltiAdmina AltiWare DCOM 135 135 AltiConsole AltiLink 10025 AltiControl AltiLink 10025 AltiReach AltiLink 10015 AltiView ...

Page 92: ...om 49152 to Nb VoIP RTP VoIP RTP VoIP ATPS VoIP ATPS 10032 Web Client AltiLink NetMeeting Chat plusVoIP portsdescribed above 10025 1720 Client Auto Upgrade 10050 Polycom Between 2222 2242 and 1718 1719 a It is recommended that this be run only in an intranet b N 49152 62 number of boards 1 Client Server TCP UDP ...

Page 93: ... 25 connector that is designed to be connected to the parallel printer port on the system running AltiContact Manager Optionally a USB port version of the system key is available for use on systems ONLY equipped with a USB port The USB system key is a special order item The second component is the feature license key The following table lists all licenses used in AltiContact Manager 5 0 The follow...

Page 94: ...his license enables Advanced Call Router service No session license is required Only one copy of Advanced Call Router can run at the same time Station User This license counts the total number of physical and IP extensions enabled in the system Agent Seat This license counts the number of concurrent logged in agents to one or multiple workgroups When a single agent logs in to one or more workgroup...

Page 95: ...er To support the new licensing and registration requirement all copies 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 registered to one system key Individual license keys cannot be reactivated or installed on a different system once it has been registered...

Page 96: ...st go to a PC with Internet access and manually register the software A registration tool allows the Installer to manually enter three pieces of information as part of the registration process 1 Dealer Installation ID 2 Customer information 3 System key and associated license keys The registration tool will validate the information and assign the license keys to the system key as a part of this on...

Page 97: ...his process generates an activation file that will be used to populate the actual system with valid registration information WARNING Once a license key is associated with a system key it cannot be reassigned to another system Remember that some licenses for AltiContact Manager are specific for that release For upgrades some 4 5 licenses must be converted to 4 6 in order to work with AltiContact Ma...

Page 98: ...portant For seat license upgrades from 4 6 to 5 0 you can only upgrade to the number of seats existing in 4 6 4 6 Agent Seat Licenses that are not upgraded will be nullified and cannot be used for future upgrade migration Lost Licenses AltiGen views a registered license key as the right for the system registered under to have access to the feature If a license key or system key is lost it is the r...

Page 99: ...n 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 running the AltiContact Manager Setup To change the extension after extensions are configured requires reconfiguring the entire system or deleting all the extensions and groups already configured Inte...

Page 100: ...nto 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 programs before continuing with the setup then click Next 8 Setup will retrieve logon information to determine if the user has corresponding privilege 9 Setup will retrieve system key and install its driver...

Page 101: ... 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 than 14 characters for this account and click Next 12 Setup is creating the user account 13 Setup will install AltiContact Manager into a destination folder Click Next to install to the folder or clic...

Page 102: ...4 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 2GB of free space for PostOffice and 500MB each for AltiDB and AltiDB Backup ...

Page 103: ...n 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 Click Next to have Setup begin copying the program files ...

Page 104: ...e 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 change the extension length after this setup unless you re configure the entire system or delete all the extensions already configured 19 Setup is almost complete Make sure the MVIP cable connections and...

Page 105: ...the 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 License Registration Procedures on page 27 If you do not register and activate your licenses only eight 8 physical ports will be available for use ...

Page 106: ...db altiserv Phrases LangCustom and postoffice folders to a backup location To uninstall an earlier version of AltiWare click the Uninstall icon in the AltiWare program group The uninstall does not remove the AltiWare configuration and messages For addressing firewall considerations refer to Firewall Considerations on page 3 3 Shutting Down the AltiGen Switching Service Before installing this upgra...

Page 107: ...o one of the following On the Windows 2000 desktop select Start Programs Administrative Tools Services 2 Highlight AltiGen Switching Service COM Server 3 Stop the service If the status column is empty proceed to the next step If the status column says Started double click the listing to open the Properties dialog box then click the Stop button followed by the OK button to close the dialog Station ...

Page 108: ...ge may occur to the board or the system key 3 Login to Windows 2000 as a domain or local user account that has local administrator privileges If your machine is a stand alone server you need to login as a local administrator 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 ...

Page 109: ...m key is not available Setup will terminate 10 Setup will check AltiGen boards on your system Note Setup will terminate if T1 Rev A1 A2 or VoIP Rev A1 A2 boards are found These boards are not supported 11 Setup will check existing licenses to see if they are registered or partially registered Depending your particular upgrade follow the appropriate upgrade steps as described in the Installation an...

Page 110: ... will automatically launch AltiContact Manager s License Information window Click Online Register to activate your license s and follow the steps for online registration on page 3 30 12 Setup will check service status 13 Setup will create a user account for AltiContact Manager services AltiGen recommends that you do not change the default password If you still wish to change this you may enter a p...

Page 111: ...lation 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 local drive used should have at least 500MB of free space each for AltiDB and AltiDB Backup ...

Page 112: ... 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 will begin copying the program files ...

Page 113: ...reate 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 will begin when you click Finish You can see the pass or fail information in the CT Bus Test Tool test log box 20 Setup will complete whether or not the CT Bus test passes if Setup cannot get the resul...

Page 114: ...w 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 through Start AltiWare AltiWare Tools CT Bus test 22 Reboot the system to finish the upgrade process ...

Page 115: ...the Triton Analog Extension 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 to the previous total Sessions AltiContact Manager includes a single session license You may increase the number of concurrent client sessions by purchasing additional session licenses packages Each ...

Page 116: ... 3 28 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 Information window ...

Page 117: ...he 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 enter the license key and click OK Continue adding licenses with the Add License button until all licenses are entered 5 Select the Online Register button This automatically launches the following w...

Page 118: ... 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 obtained by contacting either your local authorized AltiGen Dealer or AltiGen Technical Support Click Next when finished 8 The next web page allows for inputting of Customer and Installer information...

Page 119: ...n Manual 3 31 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 new License Keys or for adding any additional licenses ...

Page 120: ...ger 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 activated and are about to be registered ...

Page 121: ...ses 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 licenses If you click Retry on the fourth attempt the Web Registration will not continue and you must begin the Web Registration process again from Step 5 Click Next to continue 11 The next web page di...

Page 122: ...age 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 will not continue and you must begin the Web Registration process again from Step 5 ...

Page 123: ...ing 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 system In the License Information window click the Refresh button The licenses that have just been validated will appear in the license field along with an accompanying Registration Key number and Desc...

Page 124: ...e 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 AltiContact Manager window in the local ACM Admin click on the License Information button 2 Click the Registration button to open a new License Information window ...

Page 125: ...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 enter the license key and click OK Continue adding licenses with the Add License button until all licenses are entered 5 Click Save Register Form to save registration information as a Register htm file and copy to a floppy disk or a shared file location that can be...

Page 126: ...istered version Select Re register or Upgrade migrate to drop down list to select the version you wish to upgrade or migrate to then click Next 9 The next web page allows for inputting System and Dealer 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 informat...

Page 127: ...nistration Manual 3 39 3 Software Installation obtained by contacting either your local authorized AltiGen Dealer or AltiGen Technical Support Click Next when finished 10 The next web page allows for inputting of Customer and Installer information ...

Page 128: ... Administration Manual For the Customer Information and Installer Information sections fill in all fields required and click Next when finished 11 The next web page allows for entering of new License Keys or for adding any additional licenses ...

Page 129: ...nager Administration Manual 3 41 3 Software Installation Click Add More Keys to add more licenses or click Next to register these licenses 12 The next web page displays the licenses that have been activated and are about to be registered ...

Page 130: ...upported 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 licenses If you click Retry on the fourth attempt the Web Registration will not continue and you must begin the Web Registration process again from Step 5 Click Next to continue 13 The next web page displays the fina...

Page 131: ...ontinues the registration by initiating a product registry program 15 At the end of the Web Registration save the exctl file to a floppy disk 16 Return to the AltiContact Manager machine In the License Information window click the Load button and to load the exctl file from floppy into the AltiContact Manager system ...

Page 132: ...Windows files For Windows 2000 use the Accessories System Tools Backup utility program and select Create an Emergency Repair Disk from the Tools menu Installing ACM Administrator on Remote Systems ACM Administrator contains the AltiContact Manager Administrator application that can be installed on any Windows NT Server or Workstation 4 0 system with Service Pack 6a or higher or Windows 2000 and a ...

Page 133: ...om the Windows 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 Administrator at a remote site to administer AltiContact Manager over the Internet enter the IP address e g 100 100 100 100 of the AltiContact Manager system when prompted for the server n...

Page 134: ... using the 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 Another Server Chassis If you transfer the AltiContact Manager system to another platform for example to upgrade or expand your system or for other reasons you need to backup the database move...

Page 135: ...rom drop 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 down and exit the system by selecting Shutdown Switching from the Services menu 10 Reboot the system then run the MVIP test 11 Reboot the system AltiContact Manager Uninstall To back out the u...

Page 136: ...ystem 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 installing AltiContact Manager If error persists reboot the system then run setup again Setup has not detected your system key If you proceed the installation WITHOUT the system key only 8 physical ports ...

Page 137: ...er is 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 upgrade AltiContact Manager databases The previous database may be corrupted Restore the last known working database and try again If error persists contact your Authorized AltiGen Dealer Error Messag...

Page 138: ...Software Installation Troubleshooting 3 50 AltiContact Manager Administration Manual ...

Page 139: ...y 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 Data Management and Stop Switching Service cannot be performed over the LAN Instructions for installing ACM Administrator are described in Installing ACM Administrator on Remote Systems on page 3 44 Loggi...

Page 140: ...us 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 you can also run a view of IP Trunk Traffic which is the 6th window at the bottom in the above example Note If using Windows XP for AltiContact Manager Administrator or client applications please note...

Page 141: ... hunt groups and paging group CallCenter Management Opens configuration windows to work with Call Center workgroups agent extensions application extensions and IVR Report System Summary System Log and IP Traffic Statistics Diagnostic Reserved for use by authorized technical personnel View Show hide or set default alignment of the windows the toolbar and the status bar Help Online help and AltiCont...

Page 142: ...ration window the same function as CallCenter Management Agent Configuration Workgroup Opens the Workgroup Configuration window the same function as CallCenter Management Workgroup Configuration App Ext Opens the Application Extension Configuration window the same function as CallCenter Management Application Ext Configuration IP Ext Opens the IP Extension Configuration window the same function as...

Page 143: ...rious 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 location in the ISA or PCI slots and board model numbers Figure 3 Boards window Each board is represented by the logical ID 0 the sequential location of the board card model number name of the board and phys...

Page 144: ...th 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 logs off and back onto an IP extension You can double click any extension number to open the Extension Configuration window for the selected extension The Reset button resets the selected extension to t...

Page 145: ...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 trunk location to open the Trunk Configuration window for the selected trunk The Reset button resets the selected trunk s to the idle status You ll be asked to confirm the reset and a status message will...

Page 146: ...ut Error the number of agents with extensions that are left off hook or other user error Busy the number of agents who are currently on the phone Wrapup the number of agents who are in wrapup mode Not Ready the number of agents who are in Not Ready state DND the number of agents who are unavailable with the Do Not Disturb status Available the number of agents who are available to receive workgroup...

Page 147: ...st 30 calls the caller line or number the callee the starting 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 of all data IP Trunk Current Traffic Statistics Window the IP Trunk Current Traffic Statistics window displays currently active calls for IP t...

Page 148: ...le a higher figure indicates a longer than average delay Codec displays the codec currently used by the IP trunk Status Bar The information at the bottom 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 Refresh Interval The IP Trunk Current Traffic Statistics ...

Page 149: ...ccess to the system You can change the password only if 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 AltiGen Switching Service Normally when you exit AltiContact Manager the AltiGen services that provide the various telephony and data services remain ...

Page 150: ...Stopping the AltiGen Switching Service 4 12 AltiContact Manager Administration Manual ...

Page 151: ...ber operator 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 Hours used by system functions Holiday how calls are routed on designated holidays System Speed dial numbers Call Restriction prefixes to block toll call prefixes and call control Account Code t...

Page 152: ...ode 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 icon If the System Configuration window is already open click the General tab Figure 1 General window System Configuration You can set the following parameters and options Parameter Description System I...

Page 153: ...stinguish between internal external and operator calls by the 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 Priority Ringing produces a long single ring between short pauses on calls to the operator Enable Workgroup Priority Ringing produces a short ...

Page 154: ...7010 7113 etc you cannot reassign 7 to IP trunk access without first deleting all the 7nnn extensions System Main Number The main system telephone number which is sent to the pager s display when a user s messaging options are configured to call a pager This is also the number subscribers call to access the AltiGen Voice Mail System System Call Park Timeout Ring Back in Allows the user to park a c...

Page 155: ...tion Use the Number Plan window to specify the following parameters Parameter Description 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 length is not adjustable once the first extension is configured To be more precise the length cannot be changed without tota...

Page 156: ...ived to the last 4 digits of a DID number regardless of what is received Note To accommodate future growth and minimize disturbance it is recommended that the length of the DID numbers assigned to an extension be greater than or equal to this DID Number Length However it is not necessary to use the DID Number Length when routing via tie trunks Dialed Digit Translator This option enables architectu...

Page 157: ...f 1 9 or then enter the desired digits When a box is checked the digit preprocessor will replace the first digit 1 9 or that user dials with the digits indicated in the corresponding field In the above example if a user dials the system replaces this with 911 This single digit setting supersedes the First Digit Assignment setting After digit manipulation the translated digits go through the system...

Page 158: ...ct Digit Translator drop down list 2 In the Extensions Group field use the Add button to select a location that the Extension Dialed Digit Translator will apply to Available locations list corresponds to locations set up in IP Dialing Table 3 optional You may select an IP extension from the Non members list that the Extension Dialed Digit Translator will apply to You cannot apply the same Members ...

Page 159: ...e it There are no defaults for IP trunk or Route Access Feature Access By default the first digit assignment for is set to Feature Access which is used as part of feature access codes In addition you may also set 1 9 or to Feature Access For example if 7 is set to Feature Access Station Login 27 can also be accessed using 727 First Digit Assignment These define how the system responds to the first...

Page 160: ...723 codec If you still want users to have access to this trunk for outgoing calls you can set it up through Outcall Routing see Chapter 10 Out Call Routing Configuration Route Access The Route Access option can be assigned to one or more digits to route the call per the out call routing table Out call routing which is sometimes called ARS Automatic Route Selection or LCR Least Cost Routing without...

Page 161: ...hanged using the Date Time utility in the Windows or NT Control Panel To access the Business Hour settings select System Configuration on the Management menu then click the Business Hours tab Figure 5 Business Hours window System Configuration Multiple Business Hour profiles can be configured in a system A default System Business Hour profile is already configured Multiple Business Hours profiles ...

Page 162: ...e company does business Monday Friday the check boxes for those days should show check marks AM and PM Schedules For each day of the week select the time periods during which the company is available for business The time between the AM and PM times can be used to indicate a lunch break or time between shifts If you don t want to set a break between AM and PM schedules set the PM starting time to ...

Page 163: ...ming DID and tie trunk calls will not follow holiday routes but go to the dialed extensions directly Multiple Holiday profiles can be configured in a system A default System Holiday profile is already configured Multiple Holiday profiles can also be assigned to DNIS Routing and Trunk In Call Routing entries To add a Holiday profile click the Add button to open the Add Holiday Profile dialog box en...

Page 164: ... half of the Holiday window This is the default route for calls coming in on the holiday 3 Optionally select Special hours and set call routing for special hours using the field group in the lower half of the Holiday window This route will override the route for normal holiday hours for the hours you specify Use this option for instance to route calls for the working portion of a holiday that your...

Page 165: ...Setting up Station Speed Dialing on page 13 18 To access the Speed Dialing settings select System Management on the Management menu then click the System Speed tab Figure 7 System Speed window System Configuration Editing Speed Dial Entries To add or edit an entry double click the Station ID number you want to work with or select the number and click Edit A dialog box appears ...

Page 166: ...e comma represents a one 1 second pause Note System speed dial is read only from AltiView and AltiAgent Defining System Call Restrictions Call Restriction allows you to block outgoing calls for up to 20 prefixes This window also provides for blocking all outgoing calls and for enabling hop off to other trunks when that function has been set up The restrictions you set up here are global restrictio...

Page 167: ... Prefixes list or select the index entry and click Edit This opens a dialog box that allows you to enter a prefix number 2 Enter a 1 and the dialing prefix to block e g 900 976 You can enter up to 20 digits maximum for each prefix For example to block calls from all extensions to 976 numbers type 1976 3 Click Apply Setting Toll Free Area Codes To add or remove exceptions for local call definitions...

Page 168: ...ck 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 For Hop Off to work it must be enabled on all AltiContact Manager systems on which trunk calls are able to be used as a transit switch Figure 10 Hop Off for Tie Trunks The trunk configuration to allow...

Page 169: ...extension drop down list you can select the extension with 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 tracking or forecasting purposes Up to 10 000 account codes can be created To access the Account Code window select System Management on the Managem...

Page 170: ...Manager and ACM Administrator are installed on the same server In AltiContact Manager call reporting distinguishes between call detail data which records every call made to out of and within the AltiContact 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 s...

Page 171: ...AltiContact Manager Administration Manual 5 21 5 System Configuration To set up Call Reports select System Management on the Management menu then click the Call Reports tab Figure 12 Call Reports window System Configuration ...

Page 172: ... archive file if you wish to archive purged Internal Logger Service records 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 a third party external application In either case the database cannot be on the same server as the AltiContact Manager system A system integrator or database developer will need to w...

Page 173: ...ta collection to the local drive click the Add button A dialog box appears Figure 14 Add External Log Service Add a Name and IP Address for the External Log Service then click OK Exporting Through a Local Port You can send the CDR to 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 T...

Page 174: ... privileges the call will be terminated as soon as the user dials 011 after the trunk or route access number The caller hears an error tone The toll prefixes set here should match the dialing plan prefixes for the country set in the General window see Setting General Parameters on page 5 2 You can set the following toll call prefixes Domestic The dialing plan for your country or region For example...

Page 175: ...ure your system s trunk access code is available Setting the TDM Bus Mode The TDM Time Division Multiplexed bus allows for routing data to be carried at a steady rate Depending on your T1 E1 trunk configuration the system will automatically select one of the following companding schemes to optimize your system s TDM bus mode A law typical standard used in Europe u law typical standard used in the ...

Page 176: ... 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 configuration window is used to set up Music On Hold System Default Beginning and Update Prompts for Callers in Queue Overhead Paging ...

Page 177: ...g Music On Hold and Recorded Announcements Callers will hear 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 600 the caller hears nothing To configure music on hold 1 Open the Audio Peripheral configuration window as discussed in the previous section 2...

Page 178: ...ith AltiGen s ADPCM or PCM format To convert a wav file to AltiGen ADPCM format run wav2alt exe available at AltiGen s web site To convert a wav file to AltiGen ADPCM format run AltiPCM exe available at AltiGen s web site Once the wav file is converted rename the file to MusicOnWaiting and replace the default music file with this one To play music from a file 1 Make sure an IP board is installed i...

Page 179: ...audio out jack 2 Access the Audio Peripheral configuration window and select Enable Overhead Paging Use the drop down list to select the Quantum board to which the overhead paging is attached Activity The Activity configuration window is used to set up and select from a set of activity codes that can be played or displayed when the extension user is absent AltiView AltiAgent users can select from ...

Page 180: ...avel 6 Personal Time Off The remaining three activity codes 7 8 9 are not assigned and can be customized by the administrator To assign an activity code click on an activity code and click Edit In the Edit Activity dialog box enter name of the Activity and click OK In AltiView AltiAgent an extension user will be able to select an activity from the Call Handling page of AltiView AltiAgent configura...

Page 181: ...tem Configuration Figure 18 Activity Selection List Call Handling Page of AltiView configuration In AltiConsole the activity of an extension is displayed in the BLF and ALL panels Figure 19 BLF tab AltiConsole The Activity can also be changed from voice mail personal options ...

Page 182: ...Activity 5 32 AltiContact Manager Administration Manual ...

Page 183: ...sktop 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 changes you must shutdown and restart AltiGen Switching Services by first choosing Shutdown Switching on the Services menu which also closes AltiContact Manager and then restarting AltiContact Manag...

Page 184: ...nd 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 window on the AltiContact Manager desktop and you can use the barge in and silent monitoring features without further board configuration Without the Resource Board installed supervisors will hear an...

Page 185: ... 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 the channel to reset and click the Reset Channel button then click OK Note Depending on whether the channel is a line or a trunk line double clicking a channel in this window invokes either a Line Pr...

Page 186: ...ation 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 the board after you confirm by accepting a warning that resetting a board will disconnect all calls in progress on that board Important Be sure to inform all users before resetting a board Parameter...

Page 187: ...Note 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 click the Reset Channel button then click OK Note This is informational only and cannot be edited Note Double clicking a channel in this window invokes a channel configuration window Refer to the Line P...

Page 188: ...ave 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 window Figure 5 Board Configuration window Triton Analog Trunk Board Configuration Displays the board s serial number Reset Board Resets the board after you confirm by accepting a warning that resetti...

Page 189: ...nd 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 then click OK Note This is informational only and cannot be edited Note Double clicking a channel in this window invokes a channel configuration window See Triton Analog Trunk Properties on page 7 9...

Page 190: ...r 30 port G 711 board Important Triton 30 port VoIP boards are recommended for use with local IP extensions only or for tie trunk configurations to other 30 port VoIP boards Additionally to prevent users from directly accessing the 30 port boards which use the G 711 codec only for calls to AltiWare servers or other IP gateways that may require the G 723 codec it is recommended that the trunk acces...

Page 191: ... and ports Board Installation Double click the board s icon in the Boards window see Figure 1 to open the Board Configuration window Figure 6 Board Configuration window VoIP Board The Board Configuration window for the Triton VoIP board displays the same options as the Quantum board which are discussed in Configuring the Quantum Board on page 6 2 The Board Configuration button invokes the Triton V...

Page 192: ...pplications RTP RTCP is the acronym for Real Time Transport Control Protocol a transport protocol for real time applications used to transport packetized voice packets over the IP network 4 Check Network Configurations Follow all network configuration guidelines provided under Network Configuration Guidelines for VoIP on page 9 9 Make sure the router WAN bandwidth and Jitter Buffer are configured ...

Page 193: ...n T1 E1 PRI Board Through AltiContact Manager the Triton T1 E1 PRI board can be configured for either digital T1 E1 or PRI Primary Rate Interface Both T1 and PRI carry 24 pulse code modulation PCM signals using time division multiplexing TDM at an overall rate of 1 544 Mbps Voice T1 provides twenty four 64K channels with robbed bit signaling PRI provides twenty three 64K channels using one 64K cha...

Page 194: ...request information Equipment Information Product Manufacturer AltiGen Communications Inc Product Name AltiContact Manager Phone System CSU DSU ADTRAN T1 ACE recommended or other CSU DSU Technical Information for T1 with Voice Signaling Protocol E M Wink Start recommended E M Immediate Start Ground Start Loop Start not recommended Trunk Type DID 2 Way DID recommended DOD Framing Super Frame SF D4 ...

Page 195: ... you wish to subscribe to both voice and data service Hunting Most Idle Least Idle Ascend Descend DNIS Digits Signal 3 DTMF can be 3 to 10 digits Caller ID Signal DTMF if available Not every service provider provides Caller ID over T1 lines CSU DSU Requirements The CSU channel service unit is a device used to connect a digital trunk line coming in from the phone company to the PBX A CSU can termin...

Page 196: ... recommended DMS recommended NI 2 recommended 4ESS MEGACOMM Framing Super Frame SF D4 Extended Super Frame ESF recommended Line Coding Alternate Mark Inversion AMI B8ZS recommended Physical Termination RJ 48X or RJ 48C Wire 4 wires PRI Channel Assignment D Channels Assignment 24th channel channel ID 23 Note AltiContact Manager can configure any channel in a PRI span to be the D channel The default...

Page 197: ... to establish service The information provided below identifies the recommended and supported parameters for E1service E1 Service Request Information When ordering E1 service provide the following service request information Equipment Information Product Manufacturer AltiGen Communications Inc Product Name AltiServ PBX Phone System CSU DSU ADTRAN T1 ACE recommended or other CSU DSU Technical Infor...

Page 198: ...rom the phone company to the PBX A CSU can terminate signals repeat signals and respond to loopback commands sent from the central office Board Configuration Double click the board s icon in the Boards window see Figure 1 to open the Board Configuration window Figure 7 Board Configuration window Triton T1 PRI Board The Board Configuration window for the Triton T1 PRI board displays the same option...

Page 199: ...Properties dialog box refer to Triton T1 PRI Trunk Properties on page 7 17 The Board Configuration button invokes a configuration dialog box Figure 8 Triton T1 Configuration dialog box Figure 9 Triton E1 Configuration dialog box This dialog box displays the board serial number and allows you to reconfigure the Clock Frequency Digit Duration and the Firmware ...

Page 200: ...ndow To reset the span click the Reset Span button Double clicking a span in this window will invoke a configuration window as discussed in the following section See T1 Clocking on page 6 24 and the Status Messages table beginning in the next section Triton T1 Configuration Triton T1 PRI E1 Dialog Box Double clicking the span line for a Triton T1 board in the Span Info window invokes a T1 PRI or E...

Page 201: ...Board Configuration AltiContact Manager Administration Manual 6 19 6 Board Configuration Figure 11 Triton E1 PRI Configuration dialog box ...

Page 202: ...y 3 seconds If there is an error a message is displayed The following table lists the types of error messages and the appropriate actions Table 1 Span Status Error Messages Error Message Meaning Action HW failure No Answer Major hardware prob lem Board is not responding to com mands Set board as MVIP master Reset Board HW failure No Clocks No clock signal is detected on T1 interface drop Reset Boa...

Page 203: ...er 1 failure physi cal layer RAI Remote Alarm Indica tor Cable is broken If there are no frame slips con tact CO If frame slips exist set this board as the master L1 failure No Sync Frames Layer 1 failure physi cal layer no valid fram ing is detected Possible span mis con figuration i e ESF is selected but the actual framing is SF or vice versa Check span con figuration L1 failure Red Alarm Layer ...

Page 204: ...Code Errors Line Code Error is defined as an occurrence of a bi polar variation or excessive zeroes Bit Errors Bit Errors are defined as a CRC 6 error in ESF FT bit error in SLC 96 and F bit or sync bit error in SF Xmt Frame Slips Transmit Frame Slips counter shows the number of frame slips for the transmitter Clear button use the Clear button to reset the statistics counters Note For ideally sync...

Page 205: ...AMI or HDB3 HDB3 High Density Bipolar Order is based on AMI but extends this by inserting violation codes whenever there is a run of four or more zeros You can set the Zero Code Suppression to None default setting Jam Bit 8 GTE or Bell Zero Code Suppression inserts a one bit to prevent the transmission of eight or more consecutive zero bits Jam Bit 8 forces every bit 8 to a one GTE Zero Code Suppr...

Page 206: ...s the system s master clock to drive the MVIP bus If four T1 boards are in the same AltiContact Manager system where each pair is connected back to back with a T1 span The System Clock Master check box must be checked for one of the T1 boards from the first pair that has not been designated by the MVIP setting as the system s master clock to drive the MVIP bus The other two T1 boards of the second...

Page 207: ...ust be checked for one of the E1 boards from the first pair that has not been designated by the MVIP setting as the system s master clock to drive the MVIP bus The other two E1 boards of the second pair must have its System Clock Master check box unchecked Setting up T1 PRI or E1 Channels on the Triton T1 PRI Board Use the T1 PRI Configuration button see Figure 10 to invoke the T1 PRI or E1 Protoc...

Page 208: ...Configuring the Triton T1 E1 PRI Board 6 26 AltiContact Manager Administration Manual Figure 13 T1 PRI Protocol Configuration window Figure 14 PRI Protocol Configuration window ...

Page 209: ...E1 Protocol Configuration window The CH Type list displays the channel types Setting the ISDN PRI Switch Mode If you select a Span Type of Regular ISDN PRI or Custom ISDN PRI in the T1 PRI Configuration Window use the following guidelines to set the ISDN PRI Switch mode Figure 16 ISDN PRI Switch Mode ...

Page 210: ...here two AltiContact Manager systems are connected back to back In such a configuration one AltiContact Manager system must be configured as Network and the other as User For example set one to US NI 2 PRI Network and the other to US NI 2 PRI AT T 4ESS PRI Network AT T 5ESS PRI Network NT DMS 100 PRI Network NI 2 PRI Network E1 PRI Figure 17 E1 PRI Switch Mode Selecting Span Types T1CAS select thi...

Page 211: ...when T1 CAS is selected Configuring an ISDN Numbering Plan The ISDN Numbering Plan button invokes the PRI ISDN Numbering Plan dialog box This function allows you to select how the system will identify and code the Called Number for six different types of calls This coding instructs the CO on how to interpret the number being sent to it Figure 18 PRI ISDN Numbering Plan dialog box The PRI ISDN Numb...

Page 212: ... any category above i e 911 311 For each 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 The setting Unknown is used when the user or network has no knowledge of the numbering plan In this case the number digits field is organized according to the net...

Page 213: ...terminal device is communicating with the CO switch for a given message PRI messages involve point to point configuration in which each side already knows the source of any message received ISDN messages involve point to multi point locations in which the source can only be identified by the TEI Select one of the following TEI settings Default setting this is the recommended setting Manually set t...

Page 214: ... is not in service AltiContact Manager provides basic troubleshooting information in the T1 Span Configuration window described in Triton T1 Configuration Triton T1 PRI E1 Dialog Box on page 6 18 Several diagnostic tools are available that can help troubleshoot these situations such as a T1 watcher T Berd or a multimeter For more information check the Communication Technology Corp web site at www ...

Page 215: ... 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 please try again later To access the Trunk Configuration window Select the System Management menu then select Trunk Configuration Use the drop down list next to the System icon and select Trunk Config...

Page 216: ...lect 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 one trunk at a time To apply the same configuration to multiple trunks use the Apply To button This pops up a list of all trunks with all of the trunks selected by default Deselect the trunks you don t...

Page 217: ...digit area code If left blank the trunk assumes the home area code defined in the General window of the System Configuration window This configuration is for each trunk in the system and will negatively affect features such as Zoomerang if the area code is not configured properly This is not available for a DID trunk Direction The trunk direction can be Outgoing only Incoming only Both Outgoing an...

Page 218: ...nks can be configured as CAMA trunks to support E 911 Note E 911 is not supported by T1 protocol Important When accessing an outside number from voice mail dialing 911 will not go through if only E 911 trunks are available Phone Number The phone number without the area code assigned to the location If the wiring changes and a new phone number is assigned to the location you must update the informa...

Page 219: ...rd must be configured to allow for tie trunks See Setting up T1 PRI or E1 Channels on the Triton T1 PRI Board on page 6 25 Holiday Profile A holiday profile can be assigned to a trunk The drop down list selection is based on settings configured in the Holiday page of System Configuration see Routing Calls on Holidays on page 5 13 Business Hour Profile A business hour profile can be assigned to a t...

Page 220: ...Note that you can use Apply to on this dialog box to apply changes to other trunks of the same type See Configuring One or Multiple Trunks on page 7 2 Quantum Trunk General Configuration Parameter Description Interface Type Select from Loop Start Ground Start DID Wink Start available only if the selected trunk is a DID trunk ...

Page 221: ...n the General window for the trunk Detect Trunk Status By Loop Current When selected causes detection of the Quantum trunk status using a loop current Enable Caller ID Receive Select for user to receive caller ID digits Out of Service With Trunk Seizure When selected if the trunk is set to Out of Service the Quantum service provider will busy out seize the trunk The CO will treat this trunk as a b...

Page 222: ...0 or 600 ms Receive Gain Slide setting adjusts the incoming volume from 6 dB to 6 dB for every Triton Analog Trunk channel The default setting is 0 dB and it is highly recommended not to change this setting Caution Setting the volume too high will cause distortion in voice quality and or missed DTMF digits Transmit Gain Slide setting adjusts the outgoing volume from 6 dB to 6 dB for every Triton A...

Page 223: ...tion 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 Format Message format with which to send Caller ID information None SDMF Single Data Message Format for supporting and sending a single data type such as phone numbers MDMF Multiple Data Message For...

Page 224: ... break desired for answering supervision By default the Enable Loop Current Break check box is enabled with the Loop Current Break Duration set as 1000 milliseconds Caller ID Transmission Methods Select the type of caller ID transmission method CID between 1st and 2nd ring caller ID transmitted between first and second ring DT AS CID prior to ringing dual tone alerting signal sent prior to ringing...

Page 225: ...channels 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 window Note that you can use Apply to on this dialog box to apply changes to other trunks of the same type Parameter Description Interface Type For the LS GS model can be one of the following Loop St...

Page 226: ...es 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 seized Enable Dial Tone Detection Outgoing Detects outgoing dial tone Enable Answer Debounce Incoming Enables a timeout period of 2 seconds for ignoring false CO disconnect signal after answering ...

Page 227: ...rties 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 incoming volume from 6 dB to 6 dB for every Triton Analog Trunk channel The default setting is 0 dB and it is highly recommended not to change this setting Caution Setting the volume too high will cause...

Page 228: ...the NAT router does not support H 323 When this option is selected the following check boxes are enabled in the NAT Support field Public Address in NAT Server enter the public IP address of NAT router Use Private Address in Private Network by default this check box is enabled In the Private Network field enter the Subnet Address and the Subnet Mask of the private IP address of the H 323 endpoint A...

Page 229: ...ard G 723 G 729 cannot be selected on the 12 port board G 723 G 729 cannot be deselected G 711 G 723 G 729 Silence Suppression Suppresses silence packets during VoIP sessions When silence is detected during a call AltiWare stops sending packets to the other side When silence is detected during voice mail the silence period is not recorded AltiWare disconnects the voice mail session when a silence ...

Page 230: ...to smooth out the delay variation in the arriving voice packets and maintain voice quality at the receiving end The default values for the jitter buffer for G 711 is 10 min to 480 max milliseconds The default values for the jitter buffer for G 723 is 30 min to 480 max milliseconds The default values for the jitter buffer for G 729 is 10 min to 480 max milliseconds Note If WAN is used the jitter bu...

Page 231: ...a Triton T1 PRI channel from the trunk channels list in the Trunk Configuration window then click the Trunk Properties button or double click the list entry to view the Triton T1 Properties dialog box Figure 7 Triton T1 Configuration dialog box The following are the parameters for the Triton T1 Configuration dialog box Parameter Description T1 robbed bit signaling ...

Page 232: ...s to be collected for Caller ID and DID Max seconds before the first digit Maximum wait time before time out for the system to identify this digit after either the first ring in ground start or loop start or the wink in wink start The range is from 1 6 seconds or None with a default value of 3 seconds Do not change this value unless advised None means no Caller ID or DID information will be collec...

Page 233: ...y field of the sequence will terminate the sequence and automatically disable subsequent entries in the sequence The default sequence is or and then Caller ID and then or and then DID DNIS Or Sets up an additional alternative sequence You can select another set of up to five incoming symbols to collect Not checking any box is equivalent to checking None in the first field The default sequence is D...

Page 234: ...e it looks for a match to the first and only symbol in the second sequence the DID DNIS number For the example let s say the system receives the It then waits 1 second between each digit for the next digit until all digits are received The symbol is a delimiter between Caller ID and DID digits In this example the AltiContact Manager system is expecting either the sequence CID DID or only DID digit...

Page 235: ...ring Business Hours Outside Business Hours Non Workdays Within each of these three time slots you have the following routing options for incoming calls Route to an extension selected in the drop down list Route to an IVR Auto Attendant number selected in the drop down list Route to a Line Park line selected in the drop down list see Line Park Configuration on page 18 1 for more detail Route to the...

Page 236: ... window then click the Out Call Blocking tab in the Trunk Configuration window to display the Out Call Blocking window with the selected trunk 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 Routing and Extension Configuration still apply to calls made on...

Page 237: ...System 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 for the Voice Mail Configuration window The Messaging function provides for setting basic parameters and options for messaging including message notification retry attempts deletion confirmation opt...

Page 238: ...You can set the retry setting for the notification as follows Parameter Description Maximum Retry Count Can be between 0 and 16 This is the number of times the system will try to deliver a voice message notification after the original attempt For example 5 retries means five tries after the original or 6 total attempts Retry Interval in Minutes The number of minutes between retry attempts Five min...

Page 239: ...d 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 they expire Parameter Description Minimum Recording Length Sets the minimum length in seconds for any recording i e incoming voice mail message personal greeting system prompts This can be from 1 5 seco...

Page 240: ...mail 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 Extension By default the first extension in the system is used If an extension is selected as the Postmaster Extension it cannot be deleted until the Postmaster Extension is re assigned to another e...

Page 241: ...configured 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 Voice Mail Distribution List tab Parameter Description Synchronize with Exchange Server Before selecting this option to use an Exchange Server you should make sure the Exchange Server and Windows NT conf...

Page 242: ...yed 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 member select the name s in the Non Member list and click the Add button to move it to the Member list To remove a member select the name s in the Member list and click the Remove button to move it to the...

Page 243: ...lled 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 Trunk Route Access on page 5 9 and you must set the VoIP codecs as discussed in Setting VoIP Codecs on page 13 10 About the Location ID Digit Length In the IP dialing table you define the addresses of t...

Page 244: ...at 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 location IDs are all altered so that it is advisable to keep the original length if it works well If you increase the location ID length the number 0 is added to the front of the location IDs For ex...

Page 245: ...IP 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 section Defining Remote Locations To add a location click the Add button to open an entry dialog box ...

Page 246: ...ate 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 application does not need to resolve the name DNS name is also supposted in this field Remote Ext Length The length of extension digits at the remote location Valid entries are None 7 with None meaning not specified Specif...

Page 247: ... or Frame Relay Forum 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 G729 20ms packet frame 26 4 kbps G729 30ms packet frame 20 3 kbps You can change these defaults settings for AltiContact Manager to AltiContact Manager connections using the VoIP Codec C...

Page 248: ... uses the same code on both transmit and receive directions If a third party H 323 device is used which supports both G 732 1 and G 729 this device s preferred codec setting must be configured to use the same as AltiServ s Static IP Extensions Lists IP extensions with static IP addressing you have created in the Extension Configuration window Servers Lists other Contact Manager servers you have en...

Page 249: ...tiContact Manager IP connections between systems must use the same codec To set ranges and values for dynamic IP addressing 1 In the G711 IP Ranges list click the Add button The 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 Start value and for a Rang...

Page 250: ...The Add IP Codec Setting dialog appears Figure 4 Add IP Codec Setting 2 In the Add IP Codec Setting dialog specify Range to set a range of dynamic IP address 3 Enter the Start value as 0 0 0 1 for the End value enter 255 255 255 254 You cannot use the minimum and maximum values 0 0 0 0 and 255 255 255 255 4 Click OK 5 From the main menu go to the VoIP Codec Configuration window and change the code...

Page 251: ...acket 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 G729 20ms packet frame 26 4 kbps G729 30ms packet frame 20 3 kbps When a small data application e g one FTP transfer session is running across the same WAN as AltiWare IP make sure bandwidth is reserved for data traffic An example would be if you have 64 kbps WAN link...

Page 252: ...ed to protect your network access security reconfigure the firewall as described in Firewall Considerations on page 9 27 to open up TCP and UDP ports to the IP system s IP address This allows IP s voice and H 323 packets to pass through 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 pe...

Page 253: ...recommended to reduce the risks for duplicating IP addresses AltiContact Manager provides seamless support for AltiGen IP Phones using dynamic IP addresses Select Dynamic 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 addresses in the corporate network ...

Page 254: ...ic IP address and a remote IP phone is behind NAT it is recommended that you use the NAT configurations as described in Public Network Configuration AltiWare with Public IP Address on page 9 16 When AltiContact Manager and local IP phones use private IP address behind NAT it is recommended that you use the NAT configurations as described in Private Network Configuration AltiWare with private IP ad...

Page 255: ...P address or the NAT s public IP address if AltiWare only has the private IP address If the private IP address was used for AltiWare or the local IP phone the Enable Private Access should be checked to allow the IP phones which are configured with private IP addresses to access the gatekeeper and AltiWare For Private Access the Redirect Address is AltiWare s private IP address and the Subnet Addre...

Page 256: ...mation in the TCP IP payload the NAT Network Address Translation router requires some H 323 protocol implementation to correctly handle the H 323 traffic and translate the private IP address into a public IP address But unfortunately not all the NAT routers have this kind of H 323 implementation In case the NAT router does not support H 323 if AltiWare is behind the NAT refer to page 9 29 for deta...

Page 257: ...d between 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 plug into these ports Otherwise a hub or switch is necessary to connect this router IP phone and PCs In the case where the DSL Cable Modem supports H 323 over NAT the router and the DSL Cable Modem ...

Page 258: ...e local IP phones IP Phone 1 and IP Phone 2 use public IP addresses 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 H 323 NAT Router 2 can also sit behind a DSL Cable Modem Another remote IP phone IP Phone 4 with public IP address 202 101 54 61 connects...

Page 259: ...tiWare s 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 However you should configure the firewall to allow the H 323 traffic to reach AltiWare For firewall considerations refer to page 9 27 For the Remote IP phone by using NAT IP Phone 3 When configuring remote IP Phone 3 yo...

Page 260: ...he same which is 169 254 101 2 For an H 323 IP Call from Another AltiWare on Internet Another AltiWare can make a H 323 IP call to this AltiWare by calling the IP address 169 254 101 2 Private Network Configuration AltiWare with private IP address and behind NAT Figure 8 AltiWare behind NAT Figure 3 shows a private network 192 168 1 0 where the AltiWare and AltiGatekeeper are installed and running...

Page 261: ...tiGatekeeper configure as follows For Public Address Redirect Address 469 254 56 169 Enable Private Address Enabled For Private Address Redirect Address 192 168 1 2 Subnet Address 192 168 1 0 Subnet Mask 255 255 255 0 The public IP address of Router 2 should be configured as the IP address of this IP extension in AltiWare If it is changed dynamically then assign dynamic IP address configuration fo...

Page 262: ...te IP phone connected You need to set up the H323FWIP for this NAT to the private IP address of IP Phone 3 which is 192 168 2 100 For information on how to set up the H 323 traffic forwarding for H 323 NAT please refer to page 9 28 For the Remote IP Phone Directly on Internet IP Phone 4 When configuring remote IP Phone 4 you should set up the GKIP or GWIP based on the gatekeeper gateway mode In th...

Page 263: ...n the local network Figure 4 shows this network layout where the AltiWare and AltiGatekeeper are installed and running on a multi homed host with private IP address 192 168 1 2 and public IP address 169 254 101 2 IP Phone 1 uses the private IP address 192 168 1 100 and IP Phone 2 uses the public IP address 169 254 101 100 There are two remote IP phones IP Phone 3 with private IP address 192 168 2 ...

Page 264: ...host when configuring the network cards you should only set the default gateway for the public interface network card PLEASE LEAVE THE DEFAULT GATEWAY FOR PRIVATE INTERFACE NETWORK CARD EMPTY IP Phone 1 When configuring the local IP phone with private IP address IP Phone 1 you should set up the GKIP or GWIP based on the gatekeeper gateway mode In this case AltiGatekeeper s AltiWare s IP address ar...

Page 265: ...r supporting NAT with the remote IP phone connected You need to set up the H323FWIP for this NAT to the private IP address of IP Phone 3 192 168 2 100 For information on how to set up the H 323 traffic forwarding for NAT please refer to page 9 28 For the Remote IP Phone Directly on Internet IP Phone 4 When configuring remote IP Phone 4 you should set up the AWIP to AltiWare s public IP address whi...

Page 266: ...orks the corporate LAN and branch office LAN The VPN tunnel connects the two private networks such that the two networks access each other with a private IP address In the corporate network AltiWare and AltiGatekeeper are installed and running on a host with private IP address 192 168 1 2 This gatekeeper redirects requests from local IP phones and from remote IP phones through VPN Both Router 1 an...

Page 267: ...ate Address Redirect Address 192 168 1 2 Subnet Address 192 168 1 0 Subnet Mask 255 255 255 0 IP Phone 1 and IP Phone 2 When configuring the local IP Phone 1 and IP Phone 2 you should set up the GKIP or GWIP based on the gatekeeper gateway mode In this case AltiGatekeeper s AltiWare s IP address are the same which is 192 168 1 2 For the Branch office LAN IP Phone 3 IP Phone 4 and IP Phone 5 When c...

Page 268: ...ertified this product or any other router at this time Local Secure Group specifies the local network which can access the VPN tun nel at the corporate network Subnet IP 192 168 1 0 Corporate Network Subnet Mask 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 2...

Page 269: ...35 AltiConsole AltiLink 10025 AltiControl AltiLink 10025 AltiReach AltiLink 10015 AltiView AltiAgent AltiLink 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 AltiGen IP Phone Service 10032 VoIP H 323 H 225 Gatekeeper VoIP H 323 H 225 1720 1718 1719 VoIP Me...

Page 270: ...ter must be configured to forward the following ports to 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 Client Auto Upgrade 10050 a It is recommended that this be run only in an intranet b N 49152 62 number of boards 1 TCP UDP Description 1718 for gatek...

Page 271: ...r supports H 323 After you set up the H 323 traffic forwarding according to Setting up H 323 Traffic Forwarding for NAT on page 9 28 to make calls from both inside and outside NAT If both incoming and outgoing connections work fine that means that NAT supports H 323 If one of them fails disable the Fast Start Enable option in the AltiWare VoIP board configuration dialog box Then repeat the testing...

Page 272: ...P address in the NAT Mapped Public Address field If you have the local IP phone which is in the same private network with AltiWare enable the Use Private Address in Private Network check box then enter the Subnet Address and Subnet Mask of the private network AltiGen IP Phone NAT Support Feature When the AltiGen IP phone firmware version 1116 or above is running in normal mode and registered to th...

Page 273: ...rred to as an example throughout the configuration instructions below Figure 12 AltiContact Manager to AltiContact Manager Connection Follow the steps below to configure IP trunks for an AltiContact Manager to AltiContact Manager tie trunk line connection 1 Confirm that the correct number of Triton VoIP boards are installed and connected by checking the Boards window on the Main Window of ACM Admi...

Page 274: ...age 9 5 6 Repeat 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 connection Your organization is now ready to make and receive IP trunk calls through public or private IP networks Note Extension users should refer to the AltiView and AltiServ User Guid...

Page 275: ...icular 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 there are three AltiContact Manager functions dealing with restricting outgoing calls The Dialing Pattern function discussed in this section in Setting Dialing Pattern Routing on page 10 6 is used to set...

Page 276: ...Configuration 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 the Out Call Routing Configuration window Figure 1 Route Definition window Out Call Routing Configuration ...

Page 277: ...adding 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 changes to the definition attributes You can change the following attributes Route Name You can change the name but not the index number Digit Manipulation For each route you can insert extra digits or...

Page 278: ...ition 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 remove them from the definition Use the Up and Down buttons to set the order in which the trunks are accessed Highlight the member trunk you wish to move then click Up or Down to place the trunk in the...

Page 279: ... 1 to 6 is the order used by the system when placing the call Note The SIP Redirect Server fields are reserved for future use About Call Routing and 911 Calls Important If you use Call Routing for 911 make sure that the default 911 route is configured to the route that can accept 911 calling capability Failing to do so may cause 911 direct dialing failure You can leave the 911 default in which cas...

Page 280: ...hich the Call Restriction setup of System Configuration takes precedence The Dialing Pattern window provides for setting up blocks with specific exceptions For example you could use this window to block calls that begin with 767 but to accept and route calls to 767 2676 by disallowing a 767 entry while setting up and providing routing for a separate 767 2676 entry Click the Dialing Pattern tab on ...

Page 281: ...ing Pattern To edit or define a pattern select and highlight the route in the prefix list make changes to the attributes then click Apply You can change the following attributes Prefix and Pattern length If desired you can change the prefix number and pattern length for a prefix Disallow this dialing pattern check box Select this to block calls that match the dialing pattern Route Priority boxes T...

Page 282: ...at deletes one digit from the head 2 On the Dialing Pattern tab create a dialing pattern with Prefix set to 1 area code such as 1408 and Pattern length set to 11 where area code is different from the AltiContact Manager system but requires 10 digit dialing 3 Assign the Route Priority for this dialing pattern to the Index of the route definition you created above 4 Repeat steps 2 and 3 above for ot...

Page 283: ... Definition page of Out Call Routing Configuration add a route definition entry for en bloc and assign the member en bloc trunk s 3 In the Dialing 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 Priority field use the drop down list to select the En Bloc r...

Page 284: ...act Manager Administration Manual 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 to the CO instead of waiting 7 seconds for the dialing to finish ...

Page 285: ... example 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 different IVRs each using all the number keys as well as the and key and a timeout option Each IVR provides for expanding and nesting a menu choice leading to another menu up to any number of levels Plann...

Page 286: ...roup 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 Workgroup 320 3 Check Order Status GoTo Item 127 Collect Order 4 Other Ques tions etc Call Extension Workgroup 311 5 6 7 8 9 0 Planning is essential in organizing an IVR menu structure that makes sense Planning also helps you to...

Page 287: ...e as described in Editing IVRs on page 11 4 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 select the IVR icon Figure 1 IVR Select window Edit opens the IVR window where you can edit the IVR as described in Editing IVRs on page 11 4 Add opens the IVR dialog box ...

Page 288: ...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 Select window appears select an IVR in the list and click the Edit button This opens the IVR window with the IVR you selected in the title bar Figure 2 IVR window Tip You can use the Hide No Action Items check box to hide items ...

Page 289: ...ay at the left 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 selected Item 7 is selected and on that expansion item 5 is selected Item Name the name you wish to assign to the menu item Digit Position Meaning Example First Root level always 0 0n root...

Page 290: ...rity from 1 9 that will be associated with the IVR attendant The highest priority is 1 the lowest priority is 9 Incoming calls to this system s specified IVR menu entry will carry this priority until terminated unless changed Actions the event triggered by the caller pressing the digit for the menu item This drop down list contains the available actions which are as follows Table 12 IVR Actions Ac...

Page 291: ...ist appears from 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 assigned to the digit Adv System Call Back Calls the user at a remote location only after the caller logs in with extension and password The caller should enter a 1 and the area code if it is a ...

Page 292: ...panded item action To use the Collect Digits action 1 Selecting the Adv Collect Digit action first set the following additional parameters Figure 3 Collect digits Text Tag a name for this set of options Min Length the minimum length of digits to be collected Max Length the maximum length of digits to be collected PSTN Call Inter Digit Timeout the length of time the system will wait between collect...

Page 293: ...various in call routing situations trunk configuration answering for extensions or groups and so forth For example for trunk IVR assignments see Incoming Call Routing on page 7 20 For extension or group assignments see Setting Answering Options on page 13 29 Phrase Management You might want to record unique phrases to customize an IVR or a group When the system is configured to answer incoming cal...

Page 294: ...efault 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 hold someone will be with you shortly 0293 We appreciate your call and will be with you as quickly as possible 0294 Thank you for your patience We should be with you soon 0295 Thank you for your patience We ...

Page 295: ...es Recording studios such as Worldly Voices see AltiGen s Support Page at http support altigen com for more information provide professionally recorded prompts as electronic files that can be installed and used on AltiWare AltiGen provides a utility to convert these files into the proper AltiWare format Some recording studios provide the conversion service for an additional fee The converted file ...

Page 296: ...allows you to convert an audio file recorded at either 8KHz or 11 025KHz in the WAVE format to an AltiWare playable audio file 5 The prompt should be saved in the following file name format 0001 wav for phrase 0001 0002 wav for phrase 0002 etc 6 Once you receive the prompts in the AltiWare format place them in the altiserv phrases LangCustom directory on the AltiWare Your prompts are now ready to ...

Page 297: ...off 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 or digits the system can route the call to the proper extension IVR or operator based on the Caller ID number collected Note Caller ID supports only incoming trunks and in the case of T1 and PRI Calle...

Page 298: ...on 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 devoid of all characters EXCEPT hyphen asterisk and the numbers 0 9 For example 2529876 is an acceptable entry The Caller ID Name is descriptive and optional it can be used to remind you about the nature...

Page 299: ... number selected in the drop down list Route to the operator Also you can set additional routing attributes based on Holiday Profile routes incoming calls based on Holiday Profiles configured in System Configuration see Routing Calls on Holidays on page 5 13 Business Hours Profile routes incoming calls based on Business Hours Profiles configured in System Configuration see Setting Business Hours o...

Page 300: ...er entered in the General page of Extension Configuration see Setting up Extensions on page 13 3 If there is still no match the system routes the call according to the In Call Routing page defined in Trunk Configuration To access DNIS routing select CallCenter Configuration on the Management menu then click the DNIS Routing tab Figure 2 DNIS Routing window CallCenter Configuration Adding and Delet...

Page 301: ...n edit any of these attributes For each number you can set routing for three distinct time periods defined in the Business Hours window see Setting Business Hours on page 5 10 During Business Hours Outside Business Hours Non Workdays Within each of these three time slots you have the following routing options for incoming calls Route to a particular extension selected in the drop down list Route t...

Page 302: ... If logout reasons are required the system requests a reason at logout from the phone set and from the Agent application The Logout Reason window allows you to enable or disable the required entry of a logout reason and it provides for defining up to 20 reason codes A logout history can be tracked and stored for future analysis To access the Logout Reason window select CallCenter Configuration on ...

Page 303: ...an be set up in General Configuration window of Agent Configuration and Workgroup Configuration respectively To access this option select CallCenter Configuration on the System Management menu then click the Call Recording tab Figure 4 Call Recording window CallCenter Configuration To activate the recording option 1 Select the Enable Centralized Recording checkbox 2 Set the destination folder and ...

Page 304: ...d workgroup calls on PCI analog extensions to a centralized location if configured in Workgroup Configuration Calls can be silently monitored or barged in on regardless of agent login status Setting the Destination Folder for Centralized Recording If you are using Windows 2003 Server and plan to use a remote shared directory for centralized recording follow the steps below WARNING Listening in to ...

Page 305: ...Configuration 1 From the desktop select Map Network Drive from the Tools menu Figure 5 Map Network Drive 2 In the Map Network Drive dialog box click the Sign up for online storage or connect to a network server link Figure 6 Sign up for online storage or connect to a network server link ...

Page 306: ...nual 3 This invokes the Add Network Place Wizard Click Next Figure 7 Add Network Place Wizard 4 Click Next Figure 8 Add Network Place Wizard 5 Type the address of the Internet or network address UNC format server name shared resource pathname in the field for ...

Page 307: ...lCenter Configuration example Goldbar business or use the Browse button to locate the destination path then click Next Figure 9 Add Network Place Wizard Internet Network Address 6 Type in a name for the network place and click Next Figure 10 Add Network Place Wizard Shortcut Name ...

Page 308: ...tact Manager Administration Manual 7 After creating the network place click Finish Figure 11 Completing the Add Network Place Wizard 8 On the desktop the network place you have created should appear Figure 12 Network Place Created ...

Page 309: ...ltiContact Manager Administration Manual 12 13 12 CallCenter Configuration 9 In the Call Recording window use the Browse button to select the network place as the destination folder Figure 13 Browse Button Call Recording Window ...

Page 310: ...Call Recording 12 14 AltiContact Manager Administration Manual ...

Page 311: ...xtensions 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 Configuration window General setup creating the extension numbers and assigning people to the extensions creating workgroup pilot numbers and setting other basic parameters Group add or remove huntgroup members ...

Page 312: ...e 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 which to apply the changes Clicking the Apply To button pops up a list of all extensions to which the change can apply All extensions are selected by default You then de select the ones you don t want or...

Page 313: ...l 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 another Agent Configuration window you can click the General tab to open the General window Figure 1 General window Agent Extension Configuration ...

Page 314: ... 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 actions If you re setting a virtual number you re done Click OK If you re setting up a physical extension select an available physical location slot and channel for the line then click OK The slots logica...

Page 315: ... 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 guarantees the system can send the correct number as the Caller ID on PRI lines With fewer digits the system sends the trunk s configured phone number as the Caller ID If the trunk number is not confi...

Page 316: ...be sent as the Transmitted CID If the 10 digit DID number is not configured either the trunk number if configured is sent as the Transmitted CID If the trunk number is not configured either the system main number is sent as the Transmitted CID E 911 CID a number entered in this field will be transmitted as the caller ID for 911 calls made by this extension Note If a number is not entered in the E ...

Page 317: ...ed forces the user to enter an account code Override Allowed selected prompts the user to enter an account code or the user can press to bypass the account code Account Code Validation selected forces the user to enter a valid account code Personal Call Recording Options The system administrator can specify the following personal call recording options for an agent extension Disable no call record...

Page 318: ...eep to alert the parties that the conversation 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 at Extension Configuration only applies to personal calls The recording setting at Workgroup Configuration only applies to workgroup calls To allow an agent to rec...

Page 319: ...nsion option check the Enable IP Extension then set the IP addressing by choosing either Dynamic or Static IP Addressing If you choose Static addressing you need to type in a Logon IP Address The type of addressing you use affects users Using dynamic IP addressing the IP extension can log in from any IP address However the IP extensions must always log in via the IVR and log into voice mail to act...

Page 320: ...Contact Manager to AltiContact Manager connections using the VoIP Codec Configuration window To set up the VoIP codec and configure IP extensions refer to the VoIP Codec Configuration section on page 9 5 Setting the Line Properties For a physical extension you can configure hardware options on the board port used for the extensions To do so select the extension number in the list of extensions the...

Page 321: ... to button to apply these hardware settings to one some or all ports on the board Using Apply to is discussed in Apply To Button on page 13 2 Figure 3 Quantum Line Properties dialog box for extensions Configure the following hardware extension specific features Parameter Description Message Waiting Signal Type Type of Message Waiting indicator for the phone set None Voltage voltage based indicator...

Page 322: ...g Apply to is discussed Apply To Button 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 Caller ID Signal Format Message format with which to send Caller ID information None SDMF Single Data Message Format for supporting and sending a single data type such as phone numbers MDMF Multiple Data Messa...

Page 323: ...ngle Data Message 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 DTMF Dual Tone Multi Frequency composed of high and low frequencies for touch tone dialing Message Waiting Signal Type Type of Message Waiting indicator for the phone set None FSK SDMF Frequ...

Page 324: ...ice 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 Caller ID will be detected CID between 1st and 2nd ring Caller ID is received between first and second ring DT AS CID prior to ringing Dual Tone Alerting Signal Caller ID is received prior to ringing RP AS CID prior to ringing Ri...

Page 325: ...nly display 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 displays caller information under the following conditions If Name Line is set to Caller Name it will display caller name If there is no name information the number will be displayed If Name ...

Page 326: ... 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 can see all the huntgroups to which the agent extension belongs and you can change those assignments To open the Agent Extension view of the Group window 1 Select the Virtual or Physical extension number from the ...

Page 327: ... t appear 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 next call log out of the huntgroup or hit the Wait button in AltiView after putting a call on hold and going back onhook You can set a wrapup time of up to 29 minutes 59 seconds To set the extensio...

Page 328: ...ed 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 use the drop down list to choose a workgroup from among the workgroups the agent belongs to If the Allow agent to change checkbox is selected the agent can change the outgoing workgroup from the ph...

Page 329: ...d dial entries configured in Extension Configuration are now stored in the local server instead of the client s machine When upgrading to 5 0 from 4 6 speed dial names configured for 4 6 clients AltiServ AltiView AltiAgent users are not carried over after the upgrade Figure 6 Speed Dialing window Agent Extension Configuration ...

Page 330: ...tance prefix followed by 408 area code and finally the seven digit telephone number Valid digits include 0 through 9 and comma The comma represents a one 1 second pause Note You can use Apply to to apply speed dialing numbers to one some or all physical extensions Setting the Mailbox Options The Mail Management settings define how voice messages are handled for an extension whether the mailbox is ...

Page 331: ...can select the Information Only Mailbox check box to set virtual or physical extension mailboxes to Information Only then click Apply to to set one or more extension mailboxes An Information Only mailbox allows callers to listen to customized recorded announcements but does not provide taking messages from the caller To repeat the message callers are instructed to press the key You cannot set a gr...

Page 332: ...t2497 Retrieve Voice Mail by Email Client selected this sends voice mail to the user extension as an email attachment Deselected voice mail is retrieved as voice mail Mail Forwarding Options Enable Mail Forwarding selected the user s email will be forwarded to the email address you specify in the Forward Email Address box The address should be a full address including the domain for example jsmith...

Page 333: ...recorded AltiGen Voice Mail System messages Announce Time Stamp Before Playback Selected the user hears the timestamp time and date of each message before playback Confirm Callback Number Selected system confirms the accuracy of the caller s number Enable Distinctive Call Waiting Tone Selected the user hears three different call waiting tone cadences to distinguish between internal external and op...

Page 334: ...elect the extension number from the Agent Supervisor Extension side window list then click the Notification tab to open the Notification window Figure 8 Notification window Agent Extension Configuration Individual users can also configure Message Notification within the AltiGen Voice Mail System Max Message Length Maximum length of voice messages in minutes The range is 1 30 minutes with a default...

Page 335: ...business hours the system will perform notification as soon as the system enters non business hours Setting the Type of Notification There are four options for sending the notification or reminder message phone pager extension or custom application Custom App Extension to use the Extension option select the Extension radio button then type the extension number into the text box Phone Pager for the...

Page 336: ... Number as configured on the General window of System Configuration which will be displayed on the user s pager The operator is also given the option to repeat these numbers by pressing Outcall to Cellular or PCS Phone Numbers When an outcall is made by the system for One Number Access Mes sage Notification Zoomerang Call Forwarding etc to a cellular or PCS phone it may ring the phone once but not...

Page 337: ...fter configuring your message notification settings to enable message notification check the Allow Calls to be Transferred Conferenced Forwarded to an Outside Number field in the Restriction page of Extension Configuration Configuring Calling Restrictions Available restrictions on outgoing calls from extensions range from no restrictions to allowing internal calls only System calling restrictions ...

Page 338: ...striction Options You can use one of the following options in setting restrictions on an extension or on multiple extensions using Apply to No Restrictions on Outcalls Internal Calls Only extension to extension Internal and Local Calls Only extension to extension and local calls only Allow Internal Local Calls AND Restrict Other Calls by Allowing Certain Prefixes internal calls local calls and pre...

Page 339: ... fraud if they are not properly administered Allow Calls to be Transferred or Conferenced to an Outside Number selected the extension user can transfer or conference calls to an outside telephone number Allow Extension User Configure Forwarding Notification and Remind Call to an Outside Number selected the extension user can set these features to an outside telephone number Checking this box will ...

Page 340: ... of extension you can only apply the choices to the same type of extension For example If you are working with the settings for a virtual extension you can use Apply to to apply changes to one some or all virtual extensions but not to physical numbers To work with extension answering options select the extension number from the Agent Supervisor Extension side window list then click the Answering t...

Page 341: ...d 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 call will not be forwarded again if the last extension in the forwarding chain does not answer the call is sent to extension 100 s voice mail If there is a loop condition in the forwarding chain for exa...

Page 342: ...Park group configured in Line Park Configuration on page 18 1 from the drop down list 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 number unless instructed Do Not Disturb Allow Do Not Disturb Feature this feature must be selected to allow the extension user to use 33 Do Not...

Page 343: ...ing This feature gives an alert tone audio beep to indicate that a call is waiting This feature must be enabled in order to conference incoming calls Enable Multiple Call Waiting enables a personal queue of multiple calls waiting You must also select the Place Caller In Queue option under Busy Call Handling to enable this option This allows the user to transfer or park the current call before pick...

Page 344: ...nt menu Forward to Line Park use the drop down list to select a Line Park group to route the call See Line Park Configuration on page 18 1 Enabling One Number Access This check box option is available to all extension types but with qualifications It is available to physical extensions only when the Forward to Voice Mail option is selected It is not available when Forward to IVR or Forward to Exte...

Page 345: ... of Extension Configuration Figure 11 Enable One Number Access Answering Page Also if the Enable Do Not Disturb option is selected in the Answering window the call is forwarded to voice mail regardless of ONA settings To configure ONA select the extension number from the Agent Supervisor Extension side window list then click the One Number Access tab Figure 12 One Number Access window Agent Extens...

Page 346: ...gh 4 using the From and To time drop down lists After choosing any of the enabling options you set the Verify Caller ID and Forwarding choices and these are discussed below Note You can also enable and set up One Number Access remotely through AltiReach and AltiView Disabling One Number Access You can disable ONA for the extension by clicking the Disable option Disabling access in this window does...

Page 347: ...s this password can use ONA to find you regardless of where they are calling from Once you ve set this up you need to instruct the caller to dial 1 during your personal greeting then enter the password to use ONA Specifying Forwarding Numbers The Forwarding Numbers are used by the system to find the user when ONA is active You can set up to four different numbers When ONA is active the system dial...

Page 348: ...able in the AltiView and AltiAgent Change Monitor windows as well as Line Monitoring events in AltiGen SDK Restrictions and Defaults Monitoring is effective for physical and virtual extensions physical and virtual extensions have monitoring rights and can be monitored If you place a physical or virtual extension in a Monitor List that extension will show in the client user s Change Monitor window ...

Page 349: ...t Extension Configuration To add members to the list 1 From the Monitor Available list select the extensions to add to the extension user s AltiView Change Monitor window 2 Click Add to move the extensions to the Monitor List To remove members 1 Select the extensions in the Monitor List 2 Click Remove Select the Trunk Monitor Enable check box to allow monitoring of the AltiLink Plus trunk events a...

Page 350: ... 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 wide 1 Select Run from the Start menu and enter regedit to open the Registry Editor Caution Changing the registry can affect the configuration of your system We recommend making a backup copy of the re...

Page 351: ...ws up to 64 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 set up huntgroups The first step is creating a huntgroup pilot number a type of logical extension as described in Setting Up Huntgroups on page 14 3 Once the huntgroup pilot number is created you ...

Page 352: ... works on only those changed attributes that can be applied Accessing Huntgroup Configuration Access Huntgroup Configuration from Huntgroup Configuration on the System Management menu or using the drop down list next to the System icon and going to Huntgroup Configuration You can then work with the following settings each of which is accessed by a tab in the Huntgroup Configuration window General ...

Page 353: ...tablishing their basic attributes The General window is the default tab displayed when the Huntgroup Configuration window is opened If you are viewing another Huntgroup Configuration window click the General tab to open the General window Figure 1 General window Huntgroup Configuration Adding a Huntgroup 1 To add a huntgroup click the Add button in the General window The Add New Group dialog box o...

Page 354: ... and must be 4 8 digits numbers or letters A Z in length Basic password patterns such as repeated digits 1111 consecutive digit strings 1234 or digits that match the extension Ext 101 using 1012 9101 10101 etc are not allowed The letters map to numbers on a phone for example as follows DID Number each huntgroup can be assigned a DID number This number does not have a fixed length but the length mu...

Page 355: ...dministered Allow Calls to be Transferred or Conferenced to an Outside Number selected the group user can transfer or conference calls to an outside telephone number Checking this box will enable Message Notification Allow User to set Forward Notification and Remind Call to Outside from within Group s VM System selected the group user can set these features to an outside telephone number when acce...

Page 356: ...window which provides for assigning workgroups to the selected extension and for setting wrap up times This section discusses the first way first Important Regardless of which way you add extensions to huntgroups the order in which you add extensions can have consequences For example one way of handling incoming huntgroup calls is to always send the call to the first extension if available the sec...

Page 357: ...iew 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 number s in the Not Member list 2 Click Add to move them to the Member list Note If the huntgroup pilot extension is configured to Ring All Available Members the maximum number of members is 20 See Se...

Page 358: ...the 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 the Group window 1 Select the Virtual or Physical extension number from the Agent Supervisor Extension side window list in the Agent Extension General window 2 Click the Group tab The Extension view...

Page 359: ...appear 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 next call log out of the huntgroup or hit the Wait button in AltiView after putting a call on hold and going back onhook You can set a wrapup time of up to 29 minutes 59 seconds To set the extension w...

Page 360: ... 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 use the drop down list to choose a workgroup from among the workgroups the agent belongs to If the Allow agent to change checkbox is selected the agent can change the outgoing workgroup from the phon...

Page 361: ...r 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 with from the list in the Huntgroup Configuration General window then click the Mail Management tab to open the Mail Management window Figure 4 Mail Management window Huntgroup Configuration Note You...

Page 362: ...etters 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 extension as an email attachment Deselected voice mail is retrieved as voice mail Enable Mail Forwarding selected the user s email will be forwarded to the email address you specify in the Forward Email A...

Page 363: ...sender only before listening to recorded AltiGen Voice Mail System messages Announce Time Stamp Before Playback Selected the user hears the timestamp time and date of each message before playback Confirm Callback Number Selected system confirms the accuracy of the caller s number Enable Distinctive Call Waiting Tone Selected the user hears three different call waiting tone cadences to distinguish ...

Page 364: ...ist 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 configure Message Notification within the AltiGen Voice Mail System Max Message Length Maximum length of voice messages in minutes The range is 1 30 minutes with a default of 5 minutes Retention Length of Sa...

Page 365: ...s received and not listened to during normal business hours the system will perform notification as soon as the system enters non business hours Setting the Type of Notification There are four options for sending the notification or reminder message phone pager extension or exterior application To use the Extension option select the Extension radio button then type the extension number into the te...

Page 366: ... log on extension to which the third party application is connected Contact your local AltiGen dealer for more information on using this feature Note The Reminder Call feature cannot work with this function selected Outcall to Cellular or PCS Phone Numbers When an outcall is made by the system for One Number Access Mes sage Notification Zoomerang Call Forwarding etc to a cellular or PCS phone it m...

Page 367: ...ime scroll boxes Any Time notification at all times every day Enabling Message Notification After configuring your message notification 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 Call Handling Options Call Handling options include handling busy cal...

Page 368: ...gnal To enable the options select the Enable Busy Call Handling check box then select from the following forwarding options Group Queue for workgroup numbers and extensions with Multiple Call Waiting discussed in the next subsection Group Voice Mail IVR use the drop down list to select an IVR to which to route the call IVR settings are established in IVR in the Call Center Management menu Extensio...

Page 369: ...op limit to call forwarding For example agent extension 100 forwards to agent extension 101 101 forwards to 102 102 forwards 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 10 times At this point the call will not be forwarded again if the last agent exten...

Page 370: ...that can receive the notification event use the drop down 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 To Line Park if configured select a Line Park group configured in Line Park Configuration on page 18 1 from the drop down list Handling Unanswered Calls The No Answer Call Handlin...

Page 371: ... route the incoming call to an extension using one of the following options Ring First Available Member first available extension in a huntgroup For example if there are three member extensions in a huntgroup the call is always sent to the first member configured in the huntgroup If this member is busy the call goes to the second member configured and so forth Ring Next Available Member a round ro...

Page 372: ...ble Forward to check box then using the drop down list indicate the forwarding destination You can use Apply to to act on multiple extensions with the restrictions discussed in the previous section The forwarding options are as follows To Voice Mail To IVR select the IVR number to use in the drop down list under the option IVR settings are established in IVR in the Call Center Management menu To a...

Page 373: ... and updates to use as well as the update interval For each huntgroup you 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 is discussed in Audio Peripheral Configuration on page 5 26 Custom configuration involves choosing other phrases a function set ...

Page 374: ...Setting Queue Management Options 14 24 AltiContact Manager Administration Manual ...

Page 375: ...umber 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 is use Workgroup Configuration setup windows to create a workgroup and configure the following workgroup settings each of which is accessed by a tab in the Agent Configuration window General Configuration creating workgroup pilot numbers group descrip...

Page 376: ... Group Member window to assign agents to the workgroup s Figure 1 General Configuration 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 the Input Number field and click OK ...

Page 377: ...lot number Ext 101 using 1012 9101 10101 etc are not allowed The letters map to numbers as follows DID Number each workgroup can be assigned a DID number This number does 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 digits This full number guarantees th...

Page 378: ...Outside Number selected the group user can set these features 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 selected the group user can make or return calls from within the group s voice mail i e Zoomerang Allow Outside Caller to Make or Forward Inter...

Page 379: ...e is not forwarded in the email Insert Recording Tone plays a recording beep to alert the parties that the conversation is being recorded Auto Record if a Voice Recording License is enabled this feature allows an administrator to record incoming workgroup calls at a specified interval for every 10 calls Personal incoming calls are not recorded Notes The recording session starts when the call enter...

Page 380: ...uration dialog box Figure 2 Multimedia Workgroup Configuration Intragroup Call Distribution select the type of handling for intragroup calls Ring First Available Member Ring Next Available Member Ring Longest Idle Member Ring Average Longest Idle Member Ring Fewest Answered Calls Ring Shortest Average Talk Time Skill Based Routing Queue Priority Priority Promotion when enabled this feature increas...

Page 381: ...pending on the calls assigned priority and the skill of the agent that is available the score will determine which workgroup s call gets answered first The call with the highest score is answered first Workgroup queue calls that are assigned a higher priority and skill weight value will take precedence over calls in other workgroups Use the up down arrows to increase or decrease the weight values ...

Page 382: ...Group 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 maximum number of members is 20 See Setting Call Handling Options for details 3 By default the newly added member will have the Skill Level set to 1 To change the Skill Level double click on the mem...

Page 383: ...mber 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 to Keep Login Status default setting all group members retain their original login status for that group prior to restart All Login all group members are automatically logged into the assigned group ...

Page 384: ...group hour settings select the workgroup number you want to work with from the list in the Workgroup Configuration General window then click the Business Hours tab to open the Workgroup Hours window Figure 5 Business Hours window Workgroup Configuration Set the business schedule parameters as follows Parameter Description Business Hour Use the drop down list to select a Business Hour profile to ap...

Page 385: ...r To an Outside Number if you choose Outside Number select a trunk or route access code to use in the small drop down list on the left and type in the full prefix and phone number To an App Ext when used in conjunction with a third party notification application the App Ext feature enables an extension to connect to an application that can receive the notification event use the drop down list to c...

Page 386: ...ministrator 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 faster service and more informed answers The settings configured here correspond to the Skill Based Routing option in the Call Handling page of Workgroup Configuration see Setting Workgroup Handling...

Page 387: ...Group Member window 6 In the Call Handling page of Workgroup Configuration for the specified workgroup go to the Call Distribution field and select Skill Based Routing When a call comes into this workgroup the call will be routed according to the agent assigned with the lowest skill number Setting the Mailbox Options The Mail Management settings define how voice messages are handled for a workgrou...

Page 388: ...ynchronizing with Exchange Server If your system is set up to synchronize with an Exchange Server you can select 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 23 10 SMTP POP3 Setting Email Name the workgroup s email name without the domain The default email name is ext extension number that is the...

Page 389: ... to Delete Messages after Forward Keep the Messages as New Keep Messages as Saved Further if you enable mail forwarding you can use the check boxes whether you want to Forward Email Forward Voice Mail or both Setting Message Playback Options You can use the following checkboxes to turn on or off options for listening to playback of recorded messages These options apply to both new messages and sav...

Page 390: ...one Selected the user hears three different call waiting tone cadences 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 delivery when the user retrieves them Parameter Description Max Number of Messages Maximum number of messages stored in the user s mailbox The ...

Page 391: ... apply notification settings to one some or all extensions Setting the Message Types for Notification Select the types of messages for which the workgroup extension user is notified None selected the user is not notified with a call regarding newly received messages Selecting this option does not prevent the user from getting message waiting indicators or stutter dial tone when new messages are re...

Page 392: ... with a third party notification application the Custom App feature enables an extension to connect to an application that can receive the notification event use the drop down list to choose the log on extension to which the third party application is connected Contact your local AltiGen dealer for more information on using this feature Note also the following considerations Using the Phone option...

Page 393: ...g You can set the type of delay detection and the duration from 5 to 30 seconds before the system sends the return phone number the System Main Number as set in the System 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 number Seconds after Answere...

Page 394: ... the Restriction page of Extension Configuration Setting Call Handling Options Call Handling options include forwarding handling busy calls handling no answers and other options You can use Apply to to apply call restriction settings to one some or all workgroups To work with workgroup call handling options select the workgroup number from the Group List then click the Call Handling tab to open th...

Page 395: ...enter Management menu Extension select an extension number in the drop down list See A 10 Hop Limit to Call Forwarding for Direct Calls on page 15 22 Line Park if configured select a Line Park group configured in Line Park Configuration on page 18 1 from the drop down list Forwarding All Calls Call Forwarding is available for workgroups This is the Call Forwarding feature that is also accessible b...

Page 396: ...ions discussed in the previous section The forwarding options are as follows To Voice Mail To IVR select the IVR number to use in the drop down list under the option IVR settings are established in IVR on the Management menu To an Extension select an extension from the drop down list To a Group select a workgroup from the drop down list To the Operator To an Outside Number this option is available...

Page 397: ...the telephone rings before the call is handled by the system Select one of the following forwarding options for no answer call handling Next Group Member Extension Select an extension number in the drop down list See A 10 Hop Limit to Call Forwarding for Direct Calls on page 15 22 Group Voice Mail physical extensions only Member Voice Mail forwards the call to the voice mail for the extension that...

Page 398: ...ons in a workgroup Note When this option is enabled a single workgroup can have no more than 20 members set to Ring All If members are using IP extensions the system will require an equal or greater number of available IP ports than the number of IP extensions For example with 15 IP extensions set to Ring All in a single workgroup the system needs to have at least 15 IP ports available at any give...

Page 399: ...he lowest skill number assigned defined in Skill Setting Assignment on page 15 12 By default the newly added member will have the Skill Level set to 1 Enable Single Call Handling for Agents select this check box to enable single call handling for workgroup agents Note If single call handling is enabled and the agent has one or more calls on hold ACM Admin will not distribute the call to this agent...

Page 400: ... the log on extension to 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 Call Restrictions option in the Restriction window as discussed in Setting Other Call Restrictions on page 13 29 Also see Outcall to Cellular or PCS Phone Numbers on page 15 1...

Page 401: ...call with the highest score is answered first Workgroup queue calls that are assigned a higher priority and skill weight value will take precedence over calls in other workgroups Use the up down arrows to increase or decrease the weight values for Priority and Skill values The first box is the weight for agent skill in a workgroup The second box is the weight for priority of a queued call The scor...

Page 402: ...stom configuration The default audio phrases are discussed in Audio Peripheral Configuration on page 5 26 Custom configuration involves choosing other phrases a function set with the IVR as discussed in Chapter 11 IVR Configuration You can also use Apply to to apply the configuration to one some or all workgroups Queue Announcement You can set up the system to announce a caller s queue status queu...

Page 403: ...ot to exceed X calls set number of calls IMPORTANT If queue call is set to zero 0 queue overflow routing will always be in effect Expected waiting time longer than X minutes set minutes Service level lower than X set percent level You can set one some or all of these Note The expected waiting time is calculated by AverageCallHandleTime x PositioninQ 59 60 AverageCallHandleTime TotalWorkgroupCallDu...

Page 404: ...strictions option in the Restriction window as discussed in Setting Other Call Restrictions on page 13 29 Also see Outcall to Cellular or PCS Phone Numbers on page 15 19 If you choose Outside Number select a trunk or route access code to use in the small drop down list on the left and type in the full prefix and phone number Note Forwarding calls to a pager is possible but not recommended since ca...

Page 405: ... this When Callback Interview is enabled as a queue quit option the caller can press when waiting in queue The system will then 1 prompt the caller to enter a callback number if caller ID is unavailable then 2 prompt the caller to record a message The system saves the message as a voice mail which is delivered to the workgroup voice mail box With a third party application the system can also notif...

Page 406: ...ority of queued calls Advanced Queue Management AQM Figure 13 Advanced Queue Control of Queue Management Workgroup Configuration When Advanced is selected in the Queue Control field the Setup button with the following queue management options are available Advanced Setup Button To configure options for advanced queuing control click the Setup button This opens configuration windows for Announcemen...

Page 407: ...own lists to select the Greeting Phrase and Update Phrases that will be played to callers in queue 3 Select the Update Interval in seconds to be inserted between queue phrases 4 Click OK or Apply Menu Selection The Menu Selection window allows for configuration of a voice menu selection that can be made available to callers in queue When a workgroup queue is controlled by the Advanced Queue Manage...

Page 408: ...the Menu Selection 1 In the Digits field select 0 9 or 2 For the highlighted digit select a Prompt from the phrase list and click Add You can add one or more prompts then use the Up or Down buttons to determine the order in which the prompts are played 3 Use the drop down list to select one of the following actions Transfer to Extension Other Group Transfer to IVR Transfer to Operator Transfer to ...

Page 409: ...e number of calls in queue that will cause overflow For example 5 calls mean that once a queue has 5 calls in queue the system will forward the overflow calls according to a specified action Wait Time longer than can be between 0 and 200 minutes This is the time that a call must have been waiting in queue for the call to be overflowed Service Level lower than can be between 0 and 100 This is the p...

Page 410: ...down list on the left and type in the full prefix and phone number 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 number unless instructed Selecting existing calls to be overflowed is based on the following criteria If Calls in Queue Exceeds criteria is met the call with the ...

Page 411: ...sion For more information refer to Application Extension Configuration on page 20 1 Operation Notes Conference calling may not work properly when an internal call is made to workgroup that has Ring All Available Members setting If the internal extension is connect to an agent of this workgroup and then initiates a conference call to another agent in this workgroup the first agent does not connect ...

Page 412: ...Queue Management 15 38 AltiContact Manager Administration Manual ...

Page 413: ...used by any extension currently logged onto an IP extension AltiGen IP Phone Service AltiGen IP Phone Service runs on the same system as AltiContact Manager is installed together with AltiContact Manager and connects to AltiContact Manager through enhanced AltiLink protocol on behalf of AltiGen IP Phones Intercom with IP Phones Intercom 93 is supported on the Triton Analog extension with AltiTouch...

Page 414: ... IP address assigned to each extension configured for an IP connection recommended but not required Client An AltiGen certified IP phone device see Clients on page 16 3 for details High speed data connection to the AltiContact Manager system minimum 64kbps Configuration You must configure AltiContact Manager and in some cases your client hardware or software for using IP extensions AltiAdmin 1 Ens...

Page 415: ...nabling IP extensions check Enable IP Extension on the General tab of the Agent Configuration window Figure 1 General Window Extension Configuration a If you have static IP addressing recommended choose Static and then enter the IP address of the IP phone in the Logon field b If you do not have static IP addressing available choose Dynamic Note that dynamic IP addressing will show a different IP a...

Page 416: ...Configuration 16 4 AltiContact Manager Administration Manual AltiView integrated with NetMeeting For details on configuring these devices see the documentation that AltiGen provides with each ...

Page 417: ...s 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 Phone Properties Window where after setting up an IP extension you can set the following parameters for the IP extension Figure 1 AltiGen IP Phone Configuration Window The left side of the IP Phone Configuration window displays all the Alti IP p...

Page 418: ...ent ring tones when the extension number is ringing Note The BLF feature can only be assigned to internal extension numbers not outside numbers Feature Code when selected enter an AltiContact Manager feature code in the field below this will be associated with the corresponding soft key to dial this feature code Speed Dial when selected enter the speed dial code in the field below this will be ass...

Page 419: ...isplay Workgroup Status When enabled allows the Alti IP 600 phone to display workgroup queue status While the agent is in idle state the first line of the LCD displays the number of queued calls the current longest queue time and the last four digits of the workgroup number the second line shows the agent state H 323 Allows you to set the Jitter Buffer in milliseconds the delay used to buffer voic...

Page 420: ...g Copy From Button The Copy From button allows you to copy Function Key settings from one Alti IP 600 phone setting to another No other settings are carried over IP Extension Log In Log Out The feature codes 26 Extension Log Out and 27 Extension Log In are available on the Alti IP 600 When the Alti IP 600 is logged in using 27 ENTER the LCD will display the extension number The Alti IP 600 must be...

Page 421: ... a Line Park Group where trunk or extension incoming calls can be directly routed to the Line Park Group Extensions and agents can park calls in the Line Park Group and anyone can pick up parked calls using 51 Up to 99 lines can be configured and used to hold line park calls You can access Line Park Configuration by selecting Line Park Configuration from the System Management menu Figure 1 Line Pa...

Page 422: ...e to be played before the line parked call is answered Enable Line Park Timeout when this check box is enabled a line park call will time out after the minutes set in the value box Allow 51 to pick up when this check box is enabled this allows a user to pick up parked calls from a phone set using 51 Exit Line Park a call parked at a line can press to leave the park line or when configurable timeou...

Page 423: ...ature code to page this group By default any member added to a paging group will automatically have logged in status When paged Alti IP 600 phones in idle state will automatically turn on the speaker and play the page After the page the Alti IP phone will automatically turn off the speaker and return to idle state You can access Paging Group Configuration by selecting Paging Group Configuration fr...

Page 424: ...n the Number Plan tab of the System Configuration window Description for the paging group To Add Members to a Paging Group 1 In the Group Member window of Paging Group configuration click the extension s in the Not Member list 2 Click the Add button to move them to the Member List 3 When a member is added its default state is Login 4 Paging group member can use 54 to perform group login or group l...

Page 425: ... Group Configuration To Activate IP Paging 1 Press 46 followed by huntgroup number on your IP phone Note Both analog and IP phones can initiate paging over IP However only IP phones can receive group paging Also you cannot set up a speed dial on the Alti IP 600 phone for group paging ...

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Page 427: ...t the administrative privilege of having the application send any command to the server the administrator can also receive trunk event line event and RTM event details An application extension differs from a physical or virtual extension as follows The following feature codes are not available 27 Station Log In 34 Dial By Name 35 Station Privilege Override 37 Remote Call Forwarding The following f...

Page 428: ...egistered and activated for your system 1 Open the Application Extension Configuration window 2 Click the Add button and enter the extension number in the Add Application Extension dialog box and click OK Figure 2 Add Application Extension dialog box 3 The Application Extension appears in the Application Extension List Continue adding application extensions as needed Otherwise refer to the followi...

Page 429: ...ct the IVR number to use in the drop down list under the option IVR settings are established in IVR on the Management menu Extension select an extension from the drop down list Operator select an operator from the drop down list Important If the failover setting for the Application Extension is set to an extension and the extension is RNA or busy the system will announce to the caller that the ext...

Page 430: ...Application Extension Setup 20 4 AltiContact Manager Administration Manual ...

Page 431: ...work 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 selecting the Backup and Restore Utility program from the AltiWare folder accessible from the Start menu To access the feature select System Data Management in Utilities from the Service menu Figure 1 S...

Page 432: ... 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 the dialog box the selected drive or directory is displayed in the box below the Backup To drop down list Note You cannot select Advanced to choose a directory and at the same time select a starting...

Page 433: ...iew the Backup 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 time These time settings use a 24 hour clock You can accept the default target directories or you can click the Folder to open the Browse for Folder to select the destination or the backup fil...

Page 434: ...ect 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 directory you want to restore from Selecting a day of the week or manually choosing the restore directory the directory specification appears in the text box below the drop down list Note The components you...

Page 435: ... 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 configured in the system To open the System Summary report window select the Report menu from the Main Menu Bar and then select System Summary from the drop down list or select the Summary icon Figure 1...

Page 436: ...gned 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 Log icon You can also view the system log by running the LogViewer exe program in the altiserv exe folder Figure 2 System Log window The Summary box displays information on each channel for each card S...

Page 437: ... 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 data Parameter Description Internet Address Displays the IP address or fully qualified DNS name of the remote location Packets Sent Displays the number of voice packets sent to other AltiContact Manag...

Page 438: ... 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 total size in bytes of all voice packets received from other AltiContact Manager systems over the public or private IP network Packets Lost Displays the number of voice packets that have been lost due to...

Page 439: ...he 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 to communicate and exchange information Protocol A protocol is a set of rules and methods by which telephone equipment and computers exchange information across a network Networking software general...

Page 440: ...sage 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 accessing the network such as email or Hyper Text Transport Protocol HTTP Gopher etc AltiContact Manager uses the email client server access method A sample email client server network address might loo...

Page 441: ...esigned 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 the client or browser identifies these attachments by file type or by description information in the attachment tag as specified by the MIME format After the client or browser identifies a file it can...

Page 442: ...d 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 the network follow the steps below Step 1 Selecting Your ISP and IP Addresses You will need to obtain the following to setup Internet email 1 Select your Internet Service Provider ISP There are numero...

Page 443: ...er 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 IP addresses obtained from the ISP to the router This becomes the gateway router address Step 3 Configure TCP IP Properties Configure the TCP IP protocol parameters 1 Open the Control Panel and sele...

Page 444: ...rom your ISP to the AltiWare 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 window see Figure 3 to configure Domain Name System Note You must configure the DNS tab if you want to exchange email through the Internet Configure the following Host Name enter the name of the ser...

Page 445: ...the 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 Your AltiContact Manager s IP address e g 200 133 204 2 Step 5 Configure Email in ACM Administrator Important If you have a Windows NT or Windows 2000 server you must stop the Default SMTP Site server ...

Page 446: ...lications 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 AltiContact Manager for email service 1 On the System Management menu select Voice Mail Configuration and click the Messaging tab to open the Messaging window 2 Configure the E Mail Messaging Option...

Page 447: ...Name 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 which on the average will give each user room for 100 messages Refer to Setting E mail Messaging Options on page 8 4 for more details Setting Up LAN and Internet Email on the Client To set up the cl...

Page 448: ...iles 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 Microsoft NT 4 0 server and the Microsoft NT 2000 server Exchange Server Windows NT 4 0 Integration In the example that follows the AltiContact Manager system is called TELESYSTEM and the Exchange Se...

Page 449: ...s 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 Version 4 0 Build 1381 Service Pack 6 Revised Service Pack 6a If you have an older version of NT upgrade to the latest version Check http www microsoft com ntserver to get the latest service pack for Wind...

Page 450: ... 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 AltiGen Switching Service Com Server and click the Startup button A Service startup options dialog box will popup Figure 6 Service Startup options dialog box 4 Complete the entries in this dialog bo...

Page 451: ...er 2003 Successful 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 the Exchange Server version Click About in the Exchange Administrator To ping the Exchange Server from AltiWare and vice versa From the AltiContact Manager system open a MS DOS window and ...

Page 452: ...heck 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 Transfer Agent Microsoft Exchange System Attendant If any of these services are not started select the service and click Start in the Services window to start it If a service cannot be started please conta...

Page 453: ...temName 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 name AltiGen last name Assist display name AltiGen Assist and alias name AltiGenA 3 Click Primary Windows NT Account and in the dialog box select Domain AltiGen_ AltiContactManagerSystemName e g AltiGen...

Page 454: ...Manager service account in the Exchange server See Note 3 on page 23 26 Microsoft Exchange Administrator Configuration 1 In Microsoft Exchange Administrator highlight the Organization container Organization is the top item in the hierarchy on the left of the Exchange Admin window Figure 9 Microsoft Exchange Administrator 2 Select Properties on the File menu then click Permissions to get a window s...

Page 455: ...tion 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 Client on the AltiContact Manager System Outlook 2000 has two modes Internet Only mode and Corporate or Workgroup mode To enable the Exchange Integration feature you MUST configure it to use Corporate or...

Page 456: ...soft 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 which asks a Travel question to which you should answer No then click Next 5 Once you have completed the Setup Wizard a final dialog box appears indicating that the information services that have bee...

Page 457: ...ols 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 is in the mode of Internet Only Perform the following steps to change Outlook 2000 to the mode of Corporate or Workgroup 3 Click Options to open the Options dialog box and select Mail Delivery Figur...

Page 458: ...ck 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 Microsoft Exchange Server is in the list of services in this profile proceed to Enabling the Exchange Server on page 23 22 If Microsoft Exchange Server is not in the list of services proceed as follows ...

Page 459: ... 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 dialog box appears If you need to you can use this Properties dialog box to change the name of Microsoft Exchange Server and Mailbox To Test the configuration 1 Restart Outlook 2000 at least once Test ...

Page 460: ...to 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 with their corresponding mailboxes in Exchange server a From the Extension Configuration General window example below select an extension that needs to be synchronized with Exchange b Type the First N...

Page 461: ...lbox 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 should be empty for Exchange Server mail accounts in order for Exchange Integration to work properly Figure 18 Mail account configuration in Exchange Administrator 4 Use these preceding steps to double...

Page 462: ... 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 Configuration 3 Enter the name of the Exchange Server e g MAILSERVER in the space provided and click Apply This completes the configuration for the Exchange Integration feature ...

Page 463: ...s a WAV attachment To check Message State Change Notification 1 Log in to extension 100 s voice mail from a phone The message you left in the preceding step should be there as a new message 2 Save the message by pressing 3 Within approximately a minute the message in Outlook will become a saved message as well it will no longer appear in bold To Listen to VM in Outlook Open the message in Outlook ...

Page 464: ...l 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 files under Altiserv db SynchStorage e g SynchStorageExt100 4 Start the AltiGen Exchange Integration Service from Control Panel Services If this doesn t work contact AltiGen Technical Support Notes E...

Page 465: ...hat 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 be the Primary Domain Controller Prerequisites Two Windows servers One Windows NT server with the AltiContact Manager software One Windows 2000 server with Exchange Server 2000 software Important Whe...

Page 466: ...soft 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 6or higher To check the domain On the AltiContact Manager system go to Start Settings Network and Dial up Connections In the left panel of the Network and Dial up Connections window click the Network...

Page 467: ...ation 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 AltiGen Switching Service COM Server to launch its Properties dialog Figure 21 Service Properties dialog box ...

Page 468: ...anager and vice 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 Version 5 Build 2195 Service Pack 1 Service Pack 1 is the minimum required To check the Exchange Server version Click About in the Exchange Administrator To ping the Exchange Server from Alt...

Page 469: ... 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 MTA Stacks Microsoft Exchange POP3 Microsoft Exchange Routing Engine Microsoft Exchange Site Replication Service Microsoft Exchange System Attendant If any of these services are not started select t...

Page 470: ...pop 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 highlight the AltiContact Manager server name and click the Add button below Figure 23 Adding the AltiContact Manager server 5 Click OK to close this dialog and return to the Security tab of the Properti...

Page 471: ...Check 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 Active Directory User and Computers window expand the domain name then open the Users folder Locate the server name as the AltiGen Service account in the list of Users Figure 25 The AltiGen Service Ac...

Page 472: ...follow steps under Enabling the Exchange Server on page 23 22 Testing the Exchange Server Setup Same as settings for Exchange Server for Windows NT 4 0 Integration follow steps under Testing the Exchange Server Setup on page 23 25 Troubleshooting Tips Same as Exchange Server for Windows NT 4 0 Integration refer to Troubleshooting Tips on page 23 25 Notes Same as Exchange Server for Windows NT 4 0 ...

Page 473: ...nd Internet Integration AltiContact Manager Administration Manual 23 35 23 Data and Internet Integration 1 Run Program Exchange System Manager Server 2 Right click on the name of Exchange Server to integrate ...

Page 474: ...un 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 Call Management system allows AltiContact Manager to provide remote and local desktop call management to users using the Intranet or Internet via a standard Web browser AltiReach is installed and conf...

Page 475: ...Web 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 webmgmt where c is the local drive where AltiContact Manager is installed On this local path Read and Directory Browsing NT or Directory Browsing Allowed Windows 2000 are both selected In the Applicat...

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Page 477: ...nted 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 Note Only outbound dialing functions are supported in the TAPI gateway Users can make outbound calls from their extensions but call control functions such as transfer hold and park are not supported A...

Page 478: ...erwise 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 EXE The service is started automatically No configuration parameters need be set on the server To install TAPI Service Provider on the client system 1 Locate the TAPI Gateway folder on your AltiContact...

Page 479: ...em 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 Device Detect dialog box click Configure 5 In the AltiGen TAPI Configuration dialog box click Extension 6 Enter the extension number and password of the entry you want to change and click Remove 7 Enter...

Page 480: ...Changing TAPI Configuration Parameters 24 4 AltiContact Manager Administration Manual ...

Page 481: ...configuring your system Work Hunt Group Converter Configuration Reader Extension Checker MVIP Test Tool DINA Manager Work Hunt Group Converter AltiContact Manager s Work Hunt Group Converter allows customers to convert workgroups to huntgroups or huntgroups to workgroups To launch the Work Hunt Group Converter from the Services drop down list go to Utilities Work Hunt Group Converter This opens th...

Page 482: ...ot 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 select the agent indicated by YES in the Agent field and click the Convert Agent button or double click the agent Non Agent to Agent To convert select the non agent indicated by NO in the Agent field a...

Page 483: ... the extension from 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 Configuration Reader Configuration Reader is a tool that creates a subdirectory in altiserv EXE AltiWareHtml of html files showing details of your AltiContact Manager configuration Anot...

Page 484: ...ins 4 8 digits different from extension different from default system password does not consist of consecutive numbers does not consist of a repetition of the same digit Security characteristics of each extension are detailed in the application window itself To use Extension Checker 1 Launch Extension Checker from AltiWare AltiWare Tools on the Windows Start button 2 Select the security characteri...

Page 485: ...e 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 Click Export to export the data in the Extension List to a text file Status Description Secure Pwd Internal Only Has secure password and cannot make outbound trunk calls Unsecure Pwd Password has unsecure eleme...

Page 486: ...tact Manager system which has a connection for access to all the servers that are desired to be managed The application will synchronize extensions and workgroup pilot numbers It can complete the functions below 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 ...

Page 487: ...aling for European Pacific Rim and other emerging markets Please carefully follow the procedures step by step Important When changing from E1 to T1 then back to E1 trunk channel properties will be reset to default values It is important to make sure the trunk channel properties are configured properly Follow the steps below to re check your settings for the physical layer data link layer and signa...

Page 488: ...the proper configuration Step 2 Data Link Layer In the T1 E1 Configuration window select the switch mode according to your country in the E1 R2 setting field Figure 2 Data Link Layer Step 3 Signaling Layer In the Triton E1 Trunk Configuration dialog box configure the following fields Set Calling Party Category to the Calling Party Category indicates the type of calling party e g operator pay phone...

Page 489: ...heck box and configure the sequence according to Table 1 In call signaling configure the in call signaling value according to Table 1 Figure 3 Signaling Layer The circled fields in Figure 3 represent values that depend on your country and its corresponding trunk property Note Consult your CO to find out if caller ID digits are provided in the lines ...

Page 490: ...et to 113 6 For 4 digit DID set to 1113 6 For 5 digit DID set to 11113 6 For 6 digit DID set to 111113 6 For 7 digit DID set to 1111113 6 For 8 digit DID set to 11111113 6 Assume caller ID provided Incoming sequence same as above shown DID DNIS Caller ID In call signaling depend on how many DID digits For 3 digit DID set to 115 K 36 For 4 digit DID set to 1115 K 36 For 5 digit DID set to 11115 K 3...

Page 491: ...set to 11116 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 Colombia MFC R2 Set calling part category 2 Assume no caller ID provided Incoming sequence DID DNIS In call signaling depend on how many DID digits For 3 digit DID set to 113 6 For 4 digit DID set to 1113 6 For 5 digit DID set to 11113 6 For 6 digit DID set to 111113 6 For ...

Page 492: ...115 K 36 For 7 digit DID set to 1111115 K 36 For 8 digit DID set to 11111115 K 36 Ecuador MFC LME Set calling part category 2 The switch doesn t support caller ID transmission Incoming sequence DID DNIS In call signaling depend on how many DID digits For 3 digit DID set to 113 1 For 4 digit DID set to 1113 1 For 5 digit DID set to 11113 1 For 6 digit DID set to 111113 1 For 7 digit DID set to 1111...

Page 493: ...DID set to 11116 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 Panamá Nacional MFC R2 Set calling part category 1 Assume no caller ID provided Incoming sequence DID DNIS In call signaling depend on how many DID digits For 3 digit DID set to 113 6 For 4 digit DID set to 1113 6 For 5 digit DID set to 11113 6 For 6 digit DID set to 11...

Page 494: ...For 6 digit DID set to 111115 K 36 For 7 digit DID set to 1111115 K 36 For 8 digit DID set to 11111115 K 36 China MFC R2 Set calling part category 3 Assume no caller ID provided Incoming sequence DID DNIS In call signaling depend on how many DID digits For 3 digit DID set to 113 1 For 4 digit DID set to 1113 1 For 5 digit DID set to 11113 1 For 6 digit DID set to 111113 1 For 7 digit DID set to 11...

Page 495: ...D set to 11115 K 36 For 6 digit DID set to 111115 K 36 For 7 digit DID set to 1111115 K 36 For 8 digit DID set to 11111115 K 36 Ecuador MFC R2 Set calling part category 1 Assume no caller ID provided Incoming sequence DID DNIS In call signaling depend on how many DID digits For 3 digit DID set to 113 6 For 4 digit DID set to 1113 6 For 5 digit DID set to 11113 6 For 6 digit DID set to 111113 6 For...

Page 496: ...D set to 11113 6 For 6 digit DID set to 111113 6 For 7 digit DID set to 1111113 6 For 8 digit DID set to 11111113 6 Mexico Teléfonos de Mexico Set calling part category 2 Assume no caller ID provided Incoming sequence DID DNIS In call signaling depend on how many DID digits For 3 digit DID set to 113 1 For 4 digit DID set to 1113 1 For 5 digit DID set to 11113 1 For 6 digit DID set to 111113 1 For...

Page 497: ... For 5 digit DID set to 11113 6 For 6 digit DID set to 111113 6 For 7 digit DID set to 1111113 6 For 8 digit DID set to 11111113 6 Assume caller ID provided Incoming sequence same as above shown DID DNIS Caller ID In call signaling depend on how many DID digits For 3 digit DID set to 115 K 36 For 4 digit DID set to 1115 K 36 For 5 digit DID set to 11115 K 36 For 6 digit DID set to 111115 K 36 For ...

Page 498: ...Venezuela Nacional MFC R2 Set calling part category 1 Assume no caller ID provided Incoming sequence DID DNIS In call signaling depend on how many DID digits For 3 digit DID set to 113 6 For 4 digit DID set to 1113 6 For 5 digit DID set to 11113 6 For 6 digit DID set to 111113 6 For 7 digit DID set to 1111113 6 For 8 digit DID set to 11111113 6 Assume caller ID provided Incoming sequence same as a...

Page 499: ... provide several countries according to T1 PRI or E1 PRI The selections of B Channel Maintenance Message depend on what country you reside in Country Protocol Supported B Channel Maintenance Message Setting Argentina ETSI Restart Australia Austel TS014 ETSI Restart Belgium ETSI Restart Brazil ETSI Restart China HK ETSI Restart Czech ETSI Restart France ETSI VN4 None Germany ETSI Restart Greece ETS...

Page 500: ...I Restart Poland ETSI Restart Russia ETSI Restart Saudi Arabia ETSI Restart Singapore ETSI Restart South Africa ETSI Restart Spain ETSI Restart Taiwan Bellcore ETSI None Thailand ETSI Restart UK ETSI for DASS II DPNSS Restart UK Ireland ETSI British Telecom ISDN 30 None USA Bellcore TR 1268 Restart and Service USA Canada AT T TR 41449 41459 Service Country Protocol Supported B Channel Maintenance ...

Page 501: ...problem 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 contact your Authorized AltiGen Dealer for technical support Direct AltiGen support is available to End User customers through E mail only when addressing problems that cannot be resolved by referring t...

Page 502: ...Manager 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 the procedure for return of any materials to AltiGen from Authorized AltiGen Dealers only It covers materials returned for any and all reasons AltiGen Communication s Repair Program provides register...

Page 503: ...ir 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 accordance with the then current price list and or schedule AltiGen will apply a No Trouble Found NTF service charge of 300 00 if the returned product s after being tested by Manufacturing and Quality Assuran...

Page 504: ...eturned 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 charge the sender 100 of the then current list price The appropriate invoice will be cancelled and or credited if the proper unit is returned within the 30 day period For products found to be in a non r...

Page 505: ...ts 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 provided 30 days form Altigen ship date to return the inoperable unit If not returned in 30 days you will be charged 100 of the unit s current list price No discounts will be applied See description ...

Page 506: ...andling 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 have the freight charges pre paid by the sender AltiGen does not accept inbound shipments that are COD collect or any shipment that does not have an authorized RMA number clearly marked on the outside ...

Page 507: ...Products 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 safekeeping of any third party equipment deliveries Altigen will not coordinate the repairs or the forwarding of any such equipment to other vendors ...

Page 508: ...ne Number ______________________________AltiGen Case Number __________________ Credit Card Number VISA MC ___ ___ ___ ___ ___ ___ ___ ___ ___ ___ ___ ___ ___ ___ ___ ___ Expiration ___ ___ ___ ___ Card Holder Name _____________________________________________ SHIP TO INFORMATION Company Name _______________________________________________________________________ Attn ______________________________...

Page 509: ...___________________ SHIPMENT METHOD STANDARD EXPRESS WARRANY STATUS UNDER WARRANTY WARRANTY EXPIRED PRODUCT INFORMATION Product Part Number ___________________________________________________________________ Serial Number ________________________________________________________________________ Chassis Model Mfg ____________________________________________________________________ AltiOffice BTOS __...

Page 510: ...RMA Form B 10 AltiContact Manager Administration Manual ...

Page 511: ...e the system software that is used by AltiGen s Quantum and Triton products AltiServ an advanced highly integrated business and computer telephony platform that consists of a Quantum and or Triton card and AltiWare software working in a PC Server running under Windows NT analog a method of telephony transmission in which the information from the source for example speech in a human conversation is...

Page 512: ...ption to owning a PBX or key telephone system channel the smallest subdivision of a circuit capable of carrying communication service circuit the physical connection of channels conductors and equipment between two given points Includes both transmitting and receiving capabilities client a process whose threads call services provided by either a local or remote server process In Windows NT communi...

Page 513: ...r card If one hard drive fails then the data can be retrieved from the second hard drive DNIS Dialed Number Identification Service is a telephone service that identifies for the receiver of a call the number that the caller dialed It s a common feature of 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 t...

Page 514: ...om the other server extension number an arbitrary number of two to five digits that matches a station to a particular user F FCC Federal Communications Commission 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 management software and large capacity hard disk drive A file server directs all movement of ...

Page 515: ...escribe the physical components of a machine particularly computer equipment and devices containing logic elements used in data processing or communication equipment Hertz cycles per second Abbreviated as Hz http or HTTP Hypertext Transfer Protocol The Internet protocol used to manage communications between Web clients browsers and servers Hunt group see Workgroups Hz see definition for Hertz I Im...

Page 516: ... path or circuit over which a signal can circulate When used on a telephone line it tests the line the circuit is closed and reflects received signals to the sender M maintenance any activity intended to retain a functional unit in or to restore it to a state in which it can perform its required function Maintenance includes keeping a functional unit in a specified state by performing activities s...

Page 517: ...nd management of the area code system for North America Administered by Bellcore presently 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 numbers 1 to 9 and X any number O offhook refers to a telephone set when the receiver is not resting in the base T...

Page 518: ...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 Supply UPS Power Failure Transfer A telephone system feature When the commercial AC power fails and there is no backup power source such as a battery or a generator this feature switches some of the trun...

Page 519: ... telephone jack Usually wired with eight wires the red and green signify the tip and ring circuits ROM Read Only Memory root directory in an IBM or compatible PC the directory that is created when the user formats a diskette that may contain subdirectories Synonymous with system directory S SDMF Single Data Message Format server a process with one or more threads that accepts requests from client ...

Page 520: ...rea Identified by greater distance and increased rates or by 1 plus dialing requirements toll restriction a feature that allows the user to restrict certain station users from placing toll calls or other non business related locations traffic a measure of the demand or use of facilities circuits or trunks Measured by converting seconds and minutes into CCSs Centum Call Seconds and Erlangs hours of...

Page 521: ...pulse Windows NT New Technology the high end Windows operating system in a family of Windows operating systems workgroup telephones arranged in groups within a particular organizational function for example marketing sales service etc Each workgroup is assigned a pilot number When the pilot number is dialed the system scans the list of extensions comprising the workgroup and connects the call to t...

Page 522: ...G 12 AltiContact Manager Administration Manual ...

Page 523: ... 6 Agent icon 4 4 agents auto logout 15 11 A law 5 25 AlCM Administrator login 3 45 allow call redirect priority change 15 32 Allow Do Not Disturb Feature 13 32 Allow Supervisor Monitor Barge In Record Logout Agent s call check box 12 8 alternate mark inversion AMI 6 23 AltiAdmin 3 1 menus windows 4 1 4 11 AltiBackup 3 1 AltiConsole 1 28 1 29 G 1 AltiContact Manager administration 5 1 call center ...

Page 524: ...ply to 1 22 Apply to and trunks 7 3 Apply To multiple extensions 13 2 14 2 AQM 1 12 15 32 area code on trunk 7 3 area codes 1 24 system home 5 3 attributes trunk 7 3 7 5 audio peripheral 5 26 audio peripheral options for huntgroups 14 23 auto logout agents 15 11 auto record personal extension calls 13 8 workgroup calls 15 5 automatic call distribution 1 28 15 24 Average Jitter 4 10 B B8ZS Binary 8...

Page 525: ... call restrictions extension 13 28 call routing 1 16 7 20 call screening 13 36 call view 1 20 call waiting 1 11 1 27 distinctive 1 8 13 23 14 13 15 16 multiple 1 10 13 33 callback interview 1 6 15 31 callback number 13 23 14 13 15 15 CallCenter configuration configuration CallCenter 12 1 callcenter configuration agent logout reason 12 6 call recording 12 7 caller ID routing 12 6 DNIS routing 12 3 ...

Page 526: ... 4 work days 5 12 system speed dialing 5 14 TCP IP 23 5 Triton Analog Station Board 6 4 Triton T1 PRI Board 6 11 Triton VoIP Board 6 7 voice mail 8 1 configure firewall 9 10 network for VoIP 9 9 WAN router 9 10 configuring Alti IP 600 17 1 distribution lists 8 5 confirm callback number 13 23 14 13 15 15 connection difficulty 6 10 conversation recording 1 7 cooling fan installation 2 13 copy from I...

Page 527: ...2 G 3 documents 3 1 domain name 23 4 downgrade AltiWare 3 47 DSU 6 13 6 15 6 16 DTMF remote carriage 1 25 E E M 6 12 E1 channel assignment 6 16 service parameters 6 15 service request information 6 15 with Voice 6 15 E1 clocking 6 24 E 911 7 4 13 6 E 911 calling 1 23 echo cancellation 1 25 echo suppression 1 25 email 8 4 23 9 client setup 23 9 forwarding 1 21 integration with Exchange server 8 5 I...

Page 528: ...ty 5 29 extension activity display 1 8 extension activity greeting 1 8 extension based recording 12 8 extension calling number 1 23 extension dialed digit translator 5 6 5 8 extension password protection 1 23 Extension Phrases Replicator EPR 1 29 extensions mail management 13 20 external logging 5 22 F failover routing 1 18 11 9 faststart enable 7 14 FCC statement 3 xiii feature access 5 9 feature...

Page 529: ...14 2 16 system requirements 2 1 uninterrupted power supply 2 3 Help menu 4 3 helper applications 23 3 hold music on hold 1 10 holiday profile caller ID routing 12 3 DNIS routing 12 5 Holiday Routine 5 1 Holiday Routing 1 14 home area code 5 3 hop off enabling 5 18 huntgroup 1 9 adding a 14 3 answer handling 14 21 business hours 14 11 busy call handling 14 18 call handling 14 17 configuration 14 1 ...

Page 530: ... 9 IP Trunk Access 5 10 IP trunk current traffic statistics screen 4 9 IP trunk traffic window 4 9 IP trunk number plan 5 9 ISDN setting TEI 6 31 ISP 9 9 Item Name 11 5 IVR actions 11 6 beginning prompt 11 6 call priority 1 17 11 6 features 1 12 1 17 9 level menu 1 18 dial by name 1 17 direct station transfer 1 18 multiple attendant support 1 18 name directory 1 18 menu items nesting 11 5 prompts ...

Page 531: ...AltiAdmin main 4 3 message length 13 24 14 14 15 16 maximum number of 13 23 14 13 15 16 notification 1 19 13 25 14 15 15 17 for email messages 13 25 14 15 15 17 schedule 13 27 14 17 15 19 notification type 13 25 14 15 15 18 playback 13 23 14 13 15 15 retention 13 24 14 14 15 16 message notification 1 27 for workgroups 15 16 message waiting FSK based 7 10 13 11 tone based 13 11 voltage based 13 11 ...

Page 532: ...h American Numbering Plan G 7 notification message 13 25 14 15 15 17 email 13 25 14 15 15 17 schedule 13 27 14 17 15 19 notification type and timing 13 26 14 16 15 19 NT service AltiContact Manager 3 2 number plan 9 31 numbering plan 5 4 O offline registration 3 44 ONA call screening 1 10 13 36 ONA ring duration 13 38 One Number Access 1 10 1 27 13 34 13 38 G 7 online help 4 3 online license regis...

Page 533: ... 13 1 G 8 picking calls from group queue 1 15 pilot number G 8 ping 6 10 platform selection 2 1 selection guidelines 2 12 playback message 13 23 14 13 15 15 playing music from a file 5 28 PM schedule 5 12 poor voice quality 6 10 POP3 8 4 23 2 G 8 POP3 service 8 4 port 4 6 port specifications 6 9 Postmaster Extension 8 4 power backup G 8 on board telephony power supply 2 5 power failure transfer 1 ...

Page 534: ...ups 15 4 Recording Seat license 13 7 13 8 15 5 recording tone 13 8 15 5 reducing dialing delay for en bloc trunks 10 8 refresh interval 4 10 registration manual online 3 8 registration methods 3 8 reminder calls 1 20 remote call forwarding 1 6 remote locations 9 4 remote systems 3 44 report cumulative IP traffic statistics 22 3 system summary 22 1 Reports menu 4 3 reports call logs 5 20 reports sy...

Page 535: ...agement 21 1 sessions licenses 3 27 setting huntgroup hours 14 11 setting up 13 18 business hours 5 10 email 23 4 groups 13 16 huntgroup mail management 14 11 huntgroup membership 14 5 huntgroups 14 3 LAN email 23 4 server side 23 4 system numbering plan 5 4 trunk attributes 7 3 setting up extensions 13 3 setting VoIP codecs 9 5 SF Superframe Format 6 23 Shutdown Switching 3 18 shutting down AltiS...

Page 536: ... 4 system callback 1 28 system clock master 6 23 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 45 system reports 22 1 22 4 system requirements 2 1 T T1 caller ID 1 24 channel assignment 6 13 DID 1 24 equipment information 6 12 service parameters 6 12 service request information 6 12 signali...

Page 537: ...s 2 8 Triton VoIP trunk properties 7 13 Triton VoIP Board configuration 6 7 Triton VoIP board see also VoIP troubleshooting cannot make connection 6 10 loop back test 6 10 poor voice quality 6 10 VoIP board 6 10 6 11 troubleshooting T1 PRI 6 32 trunk access code 7 3 7 5 attributes 7 5 Centrex 7 5 configuration apply to multiple trunks 1 22 dialing scheme 7 4 direction of transmission 7 3 E 911 sup...

Page 538: ... IP features 1 25 voicemail playing order 13 23 14 13 15 16 VoIP 7 13 codeds 9 5 integrated gateway 1 26 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 9 router configuration 9 10 warranty 3 xxxi extended warranty 3 xxxii how to get service 3 xxxii web IP calls 7 21 windows view boards trunks et...

Page 539: ...5 upgrade change 3 18 workgroup business hours 15 10 workgroup configuration 15 1 queue management advanced setup button 15 32 Workgroup icon 4 4 Workgroup view window 4 8 workgroups after hours handling 1 13 skill setting 15 12 wrapup 4 8 Z zero code suppression 6 23 Bell 6 23 GTE 6 23 Jam Bit 8 6 23 Zoomerang 1 28 ...

Page 540: ...Index I 18 AltiContact Manager Administration Manual ...

Page 541: ...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 Organized for convenient use Accurate Well illustrated Written for your technical level Complete If not what s missing Your occupation or job title Do you use this publication as Place an X in the column...

Page 542: ... 2 AltiContact Manager Administration Manual COMMENTS Mail to AltiGen Communications Inc 4555 Cushing Pkwy Fremont CA 94538 Or Call us at 510 252 9712 Fax us at 510 252 9738 E Mail us at docs altigen com ...

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