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AltiContact Manager Administration Manual

NAT. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-14

Firewall Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-27
Setting up H.323 Traffic Forwarding for NAT . . . . . . . . . . 9-28

AltiWare NAT Support Feature . . . . . . . . . . . . . . . . . . . . . 9-29
AltiGen IP Phone NAT Support Feature . . . . . . . . . . . . . . 9-30

Setting Up an AltiContact Manager-to-AltiContact Manager

IP Network . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-31

Chapter 10

Out Call Routing Configuration . . . . . . . . . . . . . . . . . . . .10-1

Working with Route Definitions . . . . . . . . . . . . . . . . . . . . . 10-2
Setting Default Routes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-4

About Call Routing and 911 Calls . . . . . . . . . . . . . . . . . . . 10-5

Setting Dialing Pattern Routing . . . . . . . . . . . . . . . . . . . . . . 10-6

Chapter 11

IVR Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .11-1

Planning is Essential . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-1

Example: IVR Planning 2

Adding IVRs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-3
Editing IVRs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-4

Configuring Menu Items . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-5
Making IVR Assignments. . . . . . . . . . . . . . . . . . . . . . . . . . 11-9

Phrase Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-9

Using Pre-Recorded Prompts  . . . . . . . . . . . . . . . . . . . . . .  11-10
Recording 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

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Summary of Contents for AltiContact Manager Version 5.0A

Page 1: ...AltiContact Manager Version 5 0A System Installation and Administration Manual Revised 11 2006 Version 5 4413 0001 5 0A...

Page 2: ...e 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 L...

Page 3: ...over IP Session Support AltiContact Manager Features 1 28 AltiWare Applications 1 29 Optional Add On Software 1 30 Optional Add On Products 1 32 Optional Kits 1 32 Chapter 2 System Requirements 2 1 Ha...

Page 4: ...ID 3 8 Registration Methods 3 8 Upgrades 3 9 Before New Installation 3 11 To Begin New Installation 3 11 Before Upgrade 3 17 Backup Database 3 17 Shutting Down the AltiGen Switching Service 3 17 Stati...

Page 5: ...ation 5 1 Setting General 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 12 Configuring Syste...

Page 6: ...unk LS GS and LS Boards 6 6 Configuring the Triton VoIP Board 6 7 Voice over IP 6 8 Triton VoIP Board 6 8 Board Installation 6 9 Troubleshooting Common Symptoms and Solutions 6 10 Configuring the Trit...

Page 7: ...guration 8 1 Managing Messages 8 1 Setting Message Notification Retries 8 2 Setting Message Management Options 8 3 Setting Message Recording Options 8 3 Setting E mail Messaging Options 8 4 Synchroniz...

Page 8: ...911 Calls 10 5 Setting Dialing Pattern Routing 10 6 Chapter 11 IVR Configuration 11 1 Planning is Essential 11 1 Example IVR Planning 2 Adding IVRs 11 3 Editing IVRs 11 4 Configuring Menu Items 11 5 M...

Page 9: ...Only Mailbox 14 22 Disabling a Mailbox 14 22 Synchronizing with Exchange Server 14 22 SMTP POP3 Setting 14 22 Mail Forwarding Options 14 22 Setting Message Playback Options 14 23 Press 0 Option 14 24...

Page 10: ...Huntgroup Membership 15 5 Adding Extensions to Huntgroups 15 7 Assigning Huntgroups to Agent Extensions 15 8 Automatic Log In Out 15 10 Setting Huntgroup Mail Management 15 11 Disabling a Mailbox 15 1...

Page 11: ...SMTP POP3 Setting 16 15 Mail Forwarding Options 16 16 Setting Message Playback Options 16 16 Setting Mailbox Capacities 16 17 Setting Message Notification Options 16 17 Setting the Message Types for...

Page 12: ...19 1 Chapter 20 Paging Group Configuration 20 1 Chapter 21 Application Extension Configuration 21 1 Application Extension Setup 21 1 Application Failover Plan 21 3 Application Information 21 3 Chapter...

Page 13: ...ing Backed up Files 24 4 Chapter 25 System Report Management 25 1 System Summary Report 25 1 System Log 25 2 IP Cumulative Traffic Statistics 25 3 Chapter 26 Data and Internet Integration 26 1 Network...

Page 14: ...figuration Parameters 27 7 Chapter 28 Tools and Applications 28 1 Work Hunt Group Converter 28 1 Configuration Reader 28 3 Extension Checker 28 4 MVIP Test Tool 28 6 DINA Manager 28 6 APPENDIX A E1 R2...

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...

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 c...

Page 17: ...og 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 s...

Page 18: ...uctions 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 pr...

Page 19: ...nar sobre l A fin de evitar el sobrecalentamiento del equipo no obstruya las ranuras y aberturas que se encuentran sobre las cubiertas del m dulo ya que stas se suministran para su ventilaci n Sicherh...

Page 20: ...ectrical 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 Disc...

Page 21: ...cularmente si est usted trabajando con circuitos el ctricos descubiertos Lea la nota anterior Siga al pi de la letra las instrucciones contenidas en el manual particularmente cuando trabaje con circui...

Page 22: ...ngen im Handbuch sorgf ltig besonders dann wenn an eingeschalteten Schaltkreisen gearbeitet wird Strom abschalten wenn ein Verfahren das vorsieht Falls nicht anderweitig durch ein Wartungsverfahren be...

Page 23: ...rthing 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 termin...

Page 24: ...La instalaci n de este aparato la DEBEN ejecutar profesionales 4 La m quina principal DEBE conectarse a tierra conforme lo dispone el EN60950 1992 edici n 2 A4 1997 cl 6 2 1 2 utilizando cable de cone...

Page 25: ...tor de la selecci n del voltaje de entrada 115 230V est en la parte posteriora del chasis y se fija al voltaje apropiado para su instalaci n Sicherheitserfordernisse gem UL Underwriter s Laboratories...

Page 26: ...chreiten ist der zust ndige Sicherhaitsingenieur zu Rate zu ziehen Anderweitige Benutzung des Ger ts deren Ergebnis die Au erkraftsetzung der erteilten Genehmigung zum Betrieb des Ger ts zur Folge hat...

Page 27: ...Schaltungen m ssen den Nationalen Vorschriften f r Fernmeldeschaltungen National Telecommunications Wiring Regulations und den Nationalen Vorschriften f r Elektroschaltungen National Electrical Wiring...

Page 28: ...lejada de cualquier abertura superior o lateral de la cubierta por lo menos mediante 25 mm de aire o a trav s de una barrera de inflamabilidad Clase V 1 o superior salvo cuando las aberturas se apegue...

Page 29: ...run through steel conduit 1 Deber instalarse equipo complementario de conducci n a tierra entre el producto o sistema y la tierra misma esto es adem s del conductor a tierra que el equipo tiene en el...

Page 30: ...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...

Page 31: ...que las clavijas PCI de los canales de distribuci n 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...

Page 32: ...als 0 1 Ohms zum Erdanschlu f hren 4 Die PCI Program Controlled Interrupt Kontaktanschl sse auf der Sammelschiene des Hauptger tes entsprechen den PCI Steckkartenanforderungen PCI Board specifications...

Page 33: ...e 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...

Page 34: ...oduct 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 warr...

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...

Page 36: ...eps for line park Chapter 20 Paging Group Configuration describes configuration steps for paging groups Chapter 21 Application Extension Configuration describes configuration for application extension...

Page 37: ...ions Appendix B Technical Support Product Repair Services describes technical support customer service repair and replacement policies and forms Glossary Index and Readers Comment Form Related Publica...

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

Page 39: ...n 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 e...

Page 40: ...p 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 Advan...

Page 41: ...Ware 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...

Page 42: ...n 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 aut...

Page 43: ...tem AltiContact Manager System Software the system telephony application software that provides an easy to use graphical user interface It lets you configure administer and maintain the AltiContact Ma...

Page 44: ...a record of calls specific to a project and to budget and forecast expenses Forced Account Codes force the user to input an account code on each call to track telephone usage The administrator can co...

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

Page 46: ...operator Extension Activity Display and Greeting allows users to select from a set of pre defined or customized activity codes that can be played or displayed when the user is absent A greeting associ...

Page 47: ...AltiTouch or Alti IP phone see note below If the phone is in idle state the phone speaker will be turned on and the voice path is connected If the target phone is busy the caller will hear a busy sig...

Page 48: ...ed 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 opt...

Page 49: ...or or other destinations Queue Announcement before 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...

Page 50: ...ent 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 st...

Page 51: ...of the week 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 su...

Page 52: ...olidays Multiple Holiday Profiles can be configured in a system Also multiple Holiday Profiles can be assigned to DNIS Routing Caller ID and Trunk In Call Routing entries Login Logout Keep Login Statu...

Page 53: ...tates 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...

Page 54: ...ext 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 al...

Page 55: ...l 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 wil...

Page 56: ...d 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...

Page 57: ...llers 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 t...

Page 58: ...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 ha...

Page 59: ...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...

Page 60: ...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 c...

Page 61: ...be displayed as the Caller ID to the receiving caller Extension Checker a tool that checks the security status of every extension in your AltiContact Manager system Extension Password Protection for A...

Page 62: ...plit Area Code Support allows you to identify area codes and prefixes that are exceptions to the standards of how area codes and long distance prefixes are normally used For example this configuration...

Page 63: ...er IP Features Voice over IP features include 27 Station Login Behavior Change in 5 0A a user will be able to override any extension phone by pressing 27 ACM Administrator Remote Administration remote...

Page 64: ...4K digital voice encoding which guarantees interoperability for better voice quality G 723 1 Codec a dual rate audio encoding standard which provides near toll quality performance under clean channel...

Page 65: ...hase of additional analog ports there can be significant time and cost savings Jitter Removals due to various delays in the IP network audio packet streams may be delivered late or out of order AltiCo...

Page 66: ...nfigurable Voice over IP Session Support AltiContact Manager Features The following trunk related AltiContact Manager features are supported during IP trunk call sessions Refer to the AltiServ User Gu...

Page 67: ...em administrator to configure several distributed systems from a single system The tool can be run on any server local or remote to an AltiContact Manager system that has a connection for access to al...

Page 68: ...that interacts with AltiContact Manager through AltiLink Plus and provides easy to use call control monitoring and logging capability In ACM 5 0A the following enhancements have been made Support for...

Page 69: ...ing trunk call data against customer records built using the Call Router GUI The Call Router Advanced license gives additional features including dynamic searching of DNS data to match against incomin...

Page 70: ...ts have been made Time zone offset Time format display Extension speed dial directory Optional Kits SDK 2 8 1 Tool Kit offers a complete set of tools including APIs documentation and sample programs t...

Page 71: ...allation 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 un...

Page 72: ...0A Client Applications Windows 98 2nd Edition Windows 2000 Server Professional with SP4 and above Windows XP Professional For Online Help Internet Explorer 6 0 or higher browser To accommodate Quantu...

Page 73: ...iGen system on Also check the loop current on incoming trunks before connecting to any AltiGen boards The desired loop current measurement is 25mA 28mA This is another essential step to ensure proper...

Page 74: ...expansion slots or can be used individually as a third party developer application platform To obtain maximum performance reliability and long term fault free operation you must maintain power and en...

Page 75: ...rt 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 th...

Page 76: ...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 extensio...

Page 77: ...istics 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 T...

Page 78: ...ions 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 fol...

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 foll...

Page 80: ...g f r 30 Anschl sse kann die 12 Anschlu Karte zu einer 30 Anschlu Karte aufger stet werden Eine Kartenau fr stung pro Lizenz Die urspr nglichen Anschl sse behalten ihre Konfiguration die Board Tarjeta...

Page 81: ...lowing limitations for board installation and Triton VoIP board and port combinations Table 5 Board Installation requires 3GHz CPU w Hyperthreading Board Type Maximum in a System BoardID Range Total P...

Page 82: ...uirements are as follows for each individual board Los requisitos de energ a el ctrica son los que se indican a continuaci n para cada tarjeta individual Die folgende Tabelle zeigt den Energiebedarf j...

Page 83: ...in de garantizar la confiabilidad del sistema Die interne Anlagentemperatur darf die vorgeschriebene Betriebstemperatur nicht berschreiten Befinden sich mehr als zwei AltiGen Fernmeldekarten in der An...

Page 84: ...g 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 conta...

Page 85: ...l que dicho sistema residir 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 espa...

Page 86: ...statischen Beh lter vorsichtig umyugehen ist Karten m ssen dann zur elektrischen Entladung auf eine Dissipationsmatte am Arbeitsplatz gelegt werden bevor sie ber hrt werden d rfen Die Dissipationsmat...

Page 87: ...rds 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 ha...

Page 88: ...al 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 b...

Page 89: ...Reporting database along with documentation and external logger service DINA Manager Contains the DINA Manager installation program Documentation Contains the AltiContact Manager System Installation...

Page 90: ...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 s...

Page 91: ...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 AltiAgent AltiLink V...

Page 92: ...oards 1 TCP Description 10015 define PORT_ALTILINK_AECP 10025 define PORT_ALTILINK_PLUS 10026 define PORT_TAPI_GATEWAY 10027 define PORT_EXTERNAL_LOGSERVICE 10028 define PORT_ALTIVIEW_VM_SERVICE 10029...

Page 93: ...5 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...

Page 94: ...nsions enabled in the system IP Talk This license enables an IP Talk session Agent Seat This license counts the number of concurrent logged in agents to one or multiple workgroups When a single agent...

Page 95: ...tiGen software comes out of the factory pre registered All license keys must be registered to the system key and without proper registration the system will function with only 8 extension and all trun...

Page 96: ...hods There are two ways a system can be registered These are based on the ability of the AltiContact Manager system being installed and registered to have Internet access Manual Online Registration If...

Page 97: ...n ID 2 Customer information 3 System key and associated license keys Completion of the final step of this process generates an activation file that will be used to populate the actual system with vali...

Page 98: ...le Session Licenses Important For seat license upgrades from 4 6 to 5 0A 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...

Page 99: ...numbers All extensions in the AltiContact Manager configuration must be the same length You cannot change the extension length once the first extension is configured which is something you do later r...

Page 100: ...o log in 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...

Page 101: ...mer information Enter a User Name and Organization then click Next 9 Setup will create a password account for AltiWare services AltiGen recommends that you do not change the default password If you st...

Page 102: ...older Click Next to install to the folder or click Change to install to a different folder 11 Setup will use the following disk drives as noted for PostOffice AltiDB or you may select another local dr...

Page 103: ...Install to begin installation 13 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 c...

Page 104: ...ation process 15 Recommended After rebooting run the MVIP test program from Start AltiWare AltiWare Tools MVIP test 16 Use ACM Admin to register your licenses Follow the steps for Online License Regis...

Page 105: ...by copying the contents of the altiserv 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...

Page 106: ...Do 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 empt...

Page 107: ...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 ad...

Page 108: ...act Manager Administration Manual 8 At the Welcome page window exit all Windows programs before continuing with the setup then click Next 9 Setup will ask for customer information Enter a User Name an...

Page 109: ...r Administration Manual 3 21 3 Software Installation 10 Setup will require CDR RTM database upgrade Click OK 11 Select a database for upgrading and click OK 12 Setup will begin upgrading the database...

Page 110: ...re Upgrading and Automatic Restore options checked and enter Yes in the input box then click Run 14 Once database upgrade is complete click Yes to delete the backup of the old database or click No to...

Page 111: ...ware Installation AltiContact Manager Administration Manual 3 23 3 Software Installation wish to change this you may enter a password no longer than 14 characters for this account Click Next when fini...

Page 112: ...program Click Install to begin installation 17 This step applies to upgrading from ACM 5 0 to ACM 5 0A for the first time You may see the following screen when upgrading from ACM 5 0 to ACM 5 0A for t...

Page 113: ...Software Installation AltiContact Manager Administration Manual 3 25 3 Software Installation 19 Setup is complete Reboot the system to finish the installation process...

Page 114: ...g 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...

Page 115: ...ct Manager Administration Manual 3 27 3 Software Installation 1 From the About AltiContact Manager window in ACM Admin click on the License Information button 2 Click the Registration button to open a...

Page 116: ...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 lic...

Page 117: ...ID The System 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 info...

Page 118: ...Administration Manual 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 K...

Page 119: ...ion Manual 3 31 3 Software Installation 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 th...

Page 120: ...pported 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 c...

Page 121: ...The next web page 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...

Page 122: ...il 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 Li...

Page 123: ...Online License 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 A...

Page 124: ...nd 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...

Page 125: ...currently registered 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 Sy...

Page 126: ...t Manager Administration Manual 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 Cu...

Page 127: ...Manual 3 39 3 Software Installation 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 o...

Page 128: ...AltiContact Manager Administration Manual 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...

Page 129: ...es such as unsupported OE 4 X licenses b not enough digits in license number c wrong license number d license number registered to another system key You may attempt up to three retries to validate li...

Page 130: ...istration 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 wi...

Page 131: ...ency 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 Windows 2000 o...

Page 132: ...net enter the IP address e g 100 100 100 100 of the AltiContact Manager system when prompted for the server name Multiple AltiContact Manager systems can be managed at a single location with an ACM Ad...

Page 133: ...Contact Manager system to another platform for example to upgrade or expand your system or for other reasons you need to backup the database move the telephony boards install the AltiContact Manager s...

Page 134: ...nce 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 t...

Page 135: ...r system key You must plug your system key into either a parallel or USB port for upgrading to AltiContact Manager Make sure your system key is fully inserted into your parallel or USB port prior to i...

Page 136: ...installed on c drive to your system environment path through Control Panel System Environment path after finishing AltiContact Manager s installation but before restarting your system Failed to upgra...

Page 137: ...other system on the LAN for remote maintenance On a remote Windows 2000 or Windows 2003 client system on the LAN ACM Administrator allows control of one or more AltiContact Manager systems System Data...

Page 138: ...ntains separate child windows or different views of the system There are five default views the boards extensions trunks workgroups and call log Additionally if appropriate you can also run a view of...

Page 139: ...s paging group and redundancy CallCenter Management Opens configuration windows to work with Call Center call recording workgroups extensions application extensions and IVR Report System Summary Syste...

Page 140: ...on Extension Opens the Extension Configuration window the same function as CallCenter Management Extension Configuration Workgroup Opens the Workgroup Configuration window the same function as CallCen...

Page 141: ...ystem 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 b...

Page 142: ...ID is 1 and the port number is 4 If an extension user with 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 ad...

Page 143: ...n format is slot channel for example channel 3 on the board in slot 9 is location 09 03 The Type Status and Duration of trunk use is also displayed Note The Duration field only displays the duration o...

Page 144: ...ND the number of agents who are unavailable with the Do Not Disturb status Wrapup the number of agents who are in wrapup mode Not Ready the number of agents who are in Not Ready state Busy the number...

Page 145: ...AltiGen system the call is displayed as Caller System IP Address Extension Number You can select calls and click the Print button to print the selected log entries for the call You can click the Clea...

Page 146: ...The information at the bottom of the window in the Status Bar displays informational and status messages such as status of the operator disk usage status status of external logging current time and o...

Page 147: ...ou re already logged in Select Change Password from the Services menu to open a Change Password dialog box You ll be prompted to type in and verify the new password and then click OK Stopping the Alti...

Page 148: ...Stopping the AltiGen Switching Service 4 12 AltiContact Manager Administration Manual...

Page 149: ...and manager extensions country 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 h...

Page 150: ...e 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...

Page 151: ...distinguish 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 exte...

Page 152: ...0 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...

Page 153: ...ion Use the Number Plan tab 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 e...

Page 154: ...ved 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 e...

Page 155: ...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...

Page 156: ...n a different location than the IP extension the emergency call will be routed to local CO where the IP extension is located Figure 4 Extension Call Routing To set up an Extension Dialed Digit Transla...

Page 157: ...d using 727 IP Trunk Access Only one IP trunk access option is allowed per AltiContact Manager system It is highly recommended that the same IP trunk access code e g 8 be used for all AltiContact Mana...

Page 158: ...tomatic Route Selection or LCR Least Cost Routing without carrier rate table is described in Chapter 10 Out Call Routing Configuration Out call routing is designed to help 10 digit dialing zoomerang d...

Page 159: ...Figure 5 Business Hours tab System Configuration Multiple Business Hour profiles can be configured in a system A default System Business Hour profile is already configured Multiple Business Hours prof...

Page 160: ...igured Multiple Holiday profiles can also be assigned to DNIS Routing and Trunk In Call Routing entries Parameter Description Work Day Select the days of the week on which the company does business Fo...

Page 161: ...em Management on the Management menu then click the Holiday tab Figure 6 Holiday tab System Configuration For each Holiday profile set holiday routing as follows 1 Click Add to create a new holiday In...

Page 162: ...r the working portion of a holiday that your organization treats as a half day Configuring System Speed Dialing You can set up to 60 system speed dial numbers The numbers available are from 00 59 used...

Page 163: ...nd finally the seven digit telephone number Valid digits include 0 through 9 and comma The comma represents a one second pause Note System speed dial is read only from AltiView and AltiAgent Defining...

Page 164: ...ist 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 maxi...

Page 165: ...check 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 ca...

Page 166: ...t Dialing Area Code field lets you list area codes that do not require dialing a 1 before the area code To enter an area code click the Add button Note Applies only to calls that use a trunk access co...

Page 167: ...n Account Name and Account Code in the dialog box that appears The Account Code may contain 1 10 digits You can assign the same Account Code to different Account Names To delete an account and its cod...

Page 168: ...cation Both types of data can be set up for call reporting or logging although their storage systems are different Call detail data can be logged to your local drive to a remote server and or exported...

Page 169: ...is database or add another Internal Log Service To enable Internal Logger Service CDR to the local drive 1 Select the Internal Log Service checkbox 2 In the Internal Database Configuration field use t...

Page 170: ...uld be ready to receive the reports before you enable the export here Note AltiGen does not provide any SQL backup and restore utility We strongly recommend that you use SQL Backup and Maintenance uti...

Page 171: ...Data Processing field group Then select an Available Port and the Baud Rate Country Relevant The Country Relevant tab contains group boxes for setting toll call prefixes emergency numbers and the TDM...

Page 172: ...he North American Numbering Plan International The prefix used for international calls For example this is 011 for international calls made in the USA Other Flexible and variable uses such as a string...

Page 173: ...ality between the system s CT bus and the boards signal processing resources Through the CT Bus Clock Configuration tab you can set the CT Bus clock Figure 15 CT BUS Clock Configuration tab System Con...

Page 174: ...Configuring 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 pr...

Page 175: ...ltiGen s ADPCM or PCM format To convert a wav file to AltiGen ADPCM format run wav2alti exe available at AltiGen s web site To convert a wav file to AltiGen ADPCM format run AltiPCM exe available at A...

Page 176: ...Access the Audio Peripheral configuration tab 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 confi...

Page 177: ...sk 5 Business Travel 6 Personal Time Off The remaining three activity codes 7 8 9 are not assigned and can be customized by the administrator To assign an activity code click on an activity code and c...

Page 178: ...Figure 17 Activity Selection List Call Handling tab of AltiView configuration In AltiConsole the activity of an extension is displayed in the BLF and ALL panels Figure 18 BLF tab AltiConsole The Activ...

Page 179: ...ab allows the system administrator to create an extension feature profile that includes enabling or disabling of the following extension features AltiGen Voice Mail pwd Login to VM 34 Dial by Name 35...

Page 180: ...System Call Park 90 Ready to Receive Workgroup Call 91 Not Ready to Receive Workgroup Call Session Types Specify whether or not to allow the following types of sessions for the extension AltiView Alti...

Page 181: ...ecific extension from the General page of Extension Configuration See Feature Profile on page 14 14 for more information on assigning a feature profile to an extension Figure 21 Feature Profile option...

Page 182: ...Feature Profiles 5 34 AltiContact Manager Administration Manual...

Page 183: ...ktop Figure 1 Board window For the board you want to configure double click the board s icon in the Boards window to open the Board Configuration window Important To implement some board configuration...

Page 184: ...d run it The Board ID must be the range of 0 to 15 and each AltiContact Manager system supports a maximum of 2 boards Once installed and the system powered up the board is displayed in the Board View...

Page 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...

Page 186: ...tion window Board Configuration Opens a diagnostic dialog box Figure 3 Quantum Board Debug You can send a debug string to the board or you can do a DSP Dump Memory Dump or FMIC Dump Reset Board Resets...

Page 187: ...ote This is informational only and cannot be edited Channel Mapping List Shows the board Logical Channel Physical Span and Physical Channel To reinitialize channels select the channel to reset and cli...

Page 188: ...have 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...

Page 189: ...is informational only and 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...

Page 190: ...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 user...

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 Configurati...

Page 192: ...plications 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 Netwo...

Page 193: ...igital 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 fou...

Page 194: ...equest 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 Info...

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 pr...

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...

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 serv...

Page 198: ...om 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...

Page 199: ...roperties dialog box refer to Triton T1 PRI Trunk Properties on page 7 24 The Board Configuration button invokes a configuration dialog box Figure 8 Triton T1 Configuration dialog box Figure 9 Triton...

Page 200: ...dow 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 St...

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

Page 202: ...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...

Page 203: ...r 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 fail...

Page 204: ...ode 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 bi...

Page 205: ...MI 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 def...

Page 206: ...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...

Page 207: ...st 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 pai...

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: ...1 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 Configuratio...

Page 210: ...ere 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...

Page 211: ...hen 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...

Page 212: ...e 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...

Page 213: ...such service includes AT T Megacom Note If your CO requires specific NSF features to be present in the call setup packet please contact AltiGen s Technical Support department with such information fr...

Page 214: ...ard using an RJ 48C or RJ 48X cable 2 Connect the CSU to the network termination box using an RJ 48C or RJ 48X cable Note CSUs also are used for line lengths over 75 feet which helps to resolve attenu...

Page 215: ...nformation 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 sit...

Page 216: ...Configuring the Triton T1 E1 PRI Board 6 34 AltiContact Manager Administration Manual...

Page 217: ...the system every 15 seconds Once the situation is 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...

Page 218: ...7 2 AltiContact Manager Administration Manual Figure 1 Trunk View window However you open the Trunk Configuration window the General tab appears Figure 2 General tab Trunk Configuration...

Page 219: ...ouse to drag over and select multiple items you must use the Shift and Ctrl keys This applies changes to multiple trunks for only the attribute or option that you changed Setting General Trunk Attribu...

Page 220: ...0 paging systems through trunks for multi zone paging applications If the manually selected paging ID is used by another trunk the current paging ID is not changed The trunk paging is accessed using t...

Page 221: ...unks use the IP Dialing Table to set the dialing scheme Trunk Call Predial String select the Trunk Predial String checkbox to add digits when the trunk is used Centrex Transfer Applies to analog and T...

Page 222: ...ties Opens a dialog box that allows you to configure low level hardware specific properties for each trunk The options vary depending on the type of board and trunk this is discussed in subsequent sec...

Page 223: ...AltiContact Manager Administration Manual 7 7 7 Trunk Configuration 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...

Page 224: ...country External Incoming Ring Type Select single or double Centrex Flash Duration ms Specifies the Flash Duration time in milliseconds with a range from 50 ms to 1000 ms This setting complements the...

Page 225: ...er tone fast busy tone error tone etc or dial tone continuous tone etc This should be used in conjunction with drop in loop current For COs who cannot guarantee loop break this may be the only option...

Page 226: ...te that you can use Apply to on this dialog box to apply changes to other trunks of the same type Parameter Description Interface Type Select the type of trunk that will interface with this trunk chan...

Page 227: ...ith this impedance setting Results are displayed in the Diagnosis section of the dialog box AltiWare makes this selection automatically upon system startup unless you disable the feature If later you...

Page 228: ...ume too high will cause distortion in voice quality and or missed DTMF digits Trunk to Trunk Gain The gain in the Triton analog trunk to Triton analog trunk connection in dB Last Diagnosis Time The la...

Page 229: ...acing an existing line from AltiAdmin ACM Admin you will need to use the Match Impedance button to select the best impedance profile To do this follow these steps 1 Click the Impedance Match button Wh...

Page 230: ...rn Loss reading of a trunk is worse than 6 dB for example 5 db the trunk may be subject to VoIP voice quality problems Use this trunk to connect to analog phones only or configure it to be the least u...

Page 231: ...ialog box Measuring the Rx Level of a Trunk Channel In order to perform this test you need to obtain the local CO s Milli Watt Test Number from your CO When dialing this number a 0dB tone is sent For...

Page 232: ...Rx Gain settings and click OK If You Need to Improve the Rx Level If the Rx Level measurement is between 6 to 9 dB and IP phones are used take the following steps to increase the gain for the Triton...

Page 233: ...ollow the steps below to measure the line loss when calling two local trunks 1 Copy AltiServ Phrases Lang1 phrase9900 to AltiServ Phrases LangCustom folder Rename it an unused phrase name for example...

Page 234: ...ted trunks to this IVR Figure 9 Setting trunk In Call Routing to an IVR 5 Call from one trunk to another one You should hear a 1K Hz tone playing at the originating side 6 While the tone is playing me...

Page 235: ...ading is 6 dB to 14 dB for example 12dB no change is needed If the reading is 15 dB to 18dB take the following steps to increase the gain for the Triton Analog Trunk to IP phone connection a Go to VoI...

Page 236: ...riton VoIP Trunk Line Configuration dialog box Figure 10 VoIP Trunk Configuration window H 323 Configuration The primary configuration section for Triton VoIP is H 323 Configuration with the following...

Page 237: ...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 ACM does not perform NAT...

Page 238: ...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...

Page 239: ...lps 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...

Page 240: ...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 E1 Configuration dialog box Figure 1...

Page 241: ...bols 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 loo...

Page 242: ...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 symb...

Page 243: ...l be collected The system waits 3 seconds for the first digit to arrive If the symbol is a it continues with the first sequence Otherwise it looks for a match to the first and only symbol in the secon...

Page 244: ...apply the settings to multiple trunks you can set routing for the three time periods defined in the System Configuration Business Hours tab Setting Business Hours on page 5 10 During Business Hours Ou...

Page 245: ...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 the operator Outgoing Call Blocking To se...

Page 246: ...Manual If you select Outside Calls Allowed According to The Following Schedules you can then use the Schedule 1 2 and 3 options to set up to three different time periods during which calls are allowed...

Page 247: ...ystem Management menu then select Voice Mail Configuration or Use the drop down list next to the System icon and select Voice Mail Configuration Managing Messages The Messaging tab is the default view...

Page 248: ...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...

Page 249: ...the user then has the option to either keep or delete the message By default this feature is enabled Note If this feature is disabled saved messages are deleted automatically without warning when the...

Page 250: ...ail account the automatic reply informing of the invalid e mail account used to the sender is sent from the defined extension Note The system always requires an extension to selected as the Postmaster...

Page 251: ...configured through the phone sets or the AltiView or AltiAgent user applications To access the Distribution List tab select Voice Mail Configuration on the System Management menu then click the Voice...

Page 252: ...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 s...

Page 253: ...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 Rout...

Page 254: ...t multiple locations Use Caution Before Changing the Dialing Length The dialing length can be changed without having to re install or re start AltiContact Manager However if this number is changed the...

Page 255: ...IP Dialing Table tab 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 sectio...

Page 256: ...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 n...

Page 257: ...et frame 87 kbps G711 30ms packet frame 80 kbps G723 30ms packet frame 6 4k rate 22 kbps G729 20ms packet frame 31 kbps G729 30ms packet frame 24 kbps Note Bandwidth for WAN varies depending on the ty...

Page 258: ...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 t...

Page 259: ...ween 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...

Page 260: ...e G711 IP Ranges list click the Add button 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...

Page 261: ...cket 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 Whe...

Page 262: ...d 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 voic...

Page 263: ...ecommended 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 i...

Page 264: ...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 Alti...

Page 265: ...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...

Page 266: ...tion 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 publ...

Page 267: ...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...

Page 268: ...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 conn...

Page 269: ...iWare 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 c...

Page 270: ...e 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...

Page 271: ...iGatekeeper 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 Ma...

Page 272: ...e 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...

Page 273: ...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 16...

Page 274: ...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...

Page 275: ...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...

Page 276: ...rks 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 an...

Page 277: ...te Address Redirect Address 192 168 1 2 Subnet Address 192 168 1 0 Subnet Mask 255 255 255 0A IP Phone 1 and IP Phone 2 When configuring the local IP Phone 1 and IP Phone 2 you should set up the GKIP...

Page 278: ...ified 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 Sub...

Page 279: ...Console AltiLink 10025 AltiControl AltiLink 10025 AltiReach AltiLink 10015 AltiView AltiAgent AltiLink VM Service 10025 10028 Supervisor AltiLink Internal External CDR Logger 10025 10027 CDRSearch Alt...

Page 280: ...s If this H 323 endpoint is an AltiGen IP Phone or IP Talk the NAT router must be configured to forward the following ports to the H 323 endpoint s private IP address If this H 323 endpoint is IP Talk...

Page 281: ...s 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 to verify the call can be completed for...

Page 282: ...re 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 firmw...

Page 283: ...is referred 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 AltiCo...

Page 284: ...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...

Page 285: ...articular 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...

Page 286: ...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 o...

Page 287: ...ing 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 chan...

Page 288: ...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 r...

Page 289: ...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 su...

Page 290: ...lls of which the Call Restriction setup of System Configuration takes precedence The Dialing Pattern tab provides for setting up blocks with specific exceptions For example you could use this tab to b...

Page 291: ...ng 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 leng...

Page 292: ...t 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 A...

Page 293: ...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 dia...

Page 294: ...ct 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...

Page 295: ...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 diffe...

Page 296: ...oup 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 S...

Page 297: ...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...

Page 298: ...lect 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 a...

Page 299: ...y 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...

Page 300: ...ity 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 t...

Page 301: ...st 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 m...

Page 302: ...ded item action To use the Collect Digits action 1 Select the Adv Collect Digit action and set the following additional parameters Figure 3 Collect digits Text Tag a name for this set of options To di...

Page 303: ...ailover routing or back up action Use the dropdown list If failed go to menu item to select a menu path that will serve as the failover action Making IVR Assignments Once the IVRs are set up you can u...

Page 304: ...o reach the operator press 0 or simply stay on the line 0291 default Please hold someone will be with you shortly For your convenience you may leave a message if you wish by pressing the key on your t...

Page 305: ...s 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...

Page 306: ...llows 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 fo...

Page 307: ...to specify why they are signing off from a workgroup 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 extensio...

Page 308: ...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 devoi...

Page 309: ...ber 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 Co...

Page 310: ...e number based on the DID number entered on the General tab of Extension Configuration see Setting up Extensions on page 14 3 If there is still no match the system routes the call according to the In...

Page 311: ...t the right of the tab You can edit any of these attributes For each number you can set routing for three distinct time periods defined in the Business Hours tab see Setting Business Hours on page 5 1...

Page 312: ...on If logout reasons are required the system requests a reason at logout from the phone set and from the Agent application The Logout Reason tab allows you to enable or disable the required entry of a...

Page 313: ...Configuration AltiContact Manager Administration Manual 12 7 12 CallCenter Configuration To define reason codes type the associated reason into the text box next to the code you want to associate with...

Page 314: ...Agent Logout Reason Codes 12 8 AltiContact Manager Administration Manual...

Page 315: ...ion and Workgroup Configuration respectively To configure system wide voice recording select CallCenter Management and then Call Recording Figure 1 Recording Configuration window CallCenter Management...

Page 316: ...tored or barged in on regardless of agent login status Setting the Destination Folder for Centralized Recording It is strongly recommended that you use VRManager to manage centralized recording and th...

Page 317: ...ng Configuration 1 From the desktop select Map Network Drive from the Tools menu Figure 2 Map Network Drive 2 In the Map Network Drive dialog box click the Sign up for online storage or connect to a n...

Page 318: ...13 4 AltiContact Manager Administration Manual 3 This invokes the Add Network Place Wizard Figure 4 Add Network Place Wizard 4 Click Next You ll see the screen below Figure 5 Add Network Place Wizard...

Page 319: ...n is displayed Figure 6 Add Network Place Wizard Internet Network Address 6 Type the address of the Web site FTP site or network location in the field for example Goldbar business or use the Browse bu...

Page 320: ...tration Manual 7 Type in a name for the network place and click Next A confirmation screen appears Figure 8 Confirmation screen 8 Click Finish The network place you created should appear on the deskto...

Page 321: ...iContact Manager Administration Manual 13 7 13 Call Recording Configuration 9 In the Recording Configuration window use the Browse button to select the network place as the destination folder Figure 1...

Page 322: ...13 8 AltiContact Manager Administration Manual...

Page 323: ...sions IP extensions can be configured either as physical or virtual extensions After creating the extensions you then work with the following settings on the tabs in the Extension Configuration window...

Page 324: ...ing the Print button Apply To Button The extension configuration tabs often allow you to apply changes to a particular extension or to select many extensions to which to apply the changes Clicking the...

Page 325: ...onfiguration General tab provides for creating extensions and establishing their basic attributes The General tab is the default tab displayed when you open the Extension Configuration window If you r...

Page 326: ...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 acti...

Page 327: ...1012 9101 10101 etc are not allowed The letters map to numbers as follows DID Number each extension can be assigned a DID number This number does not have a fixed length but the length must be long e...

Page 328: ...as the transmitted caller ID to the receiving caller If the Transmitted CID field is not configured the 10 digit dialing DID number if configured will be sent as the Transmitted CID If the 10 digit D...

Page 329: ...unt codes you have established when making outgoing trunk calls For information on creating account code associations see Creating Account Codes on page 5 18 Enable Forced Account Code selected forces...

Page 330: ...e has a recorded file attached the recorded file is not forwarded in the email Auto record X Out of 10 calls automatically records all incoming personal calls at a specified interval for every 10 call...

Page 331: ...nd limitations on setting up IP extensions see Chapter 17 Setting Up IP Extensions To use the IP Extension option check the Enable IP Extension then set the IP addressing by choosing either Dynamic or...

Page 332: ...ontact 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...

Page 333: ...ply 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 14 2 Figure 3 Quantum Line Properties dialog box for extensi...

Page 334: ...Apply to is discussed Apply To Button on page 14 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...

Page 335: ...Single 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...

Page 336: ...Specifies the number of rings 28 or 20 Line Disconnect Signal The loop break desired for answering supervision either 200 or 600 ms Ringing Frequency Select the frequency in Hz that is necessary for...

Page 337: ...ta the phone may display Unknown on the number line How to display IVR data on the IP phone To display digits on the IP phone that were entered by the caller in response to an IVR request 1 Go to Call...

Page 338: ...display DNIS name If there is no name information the DNIS number will be displayed If Name Line is set to DNIS Number it will display the DNIS number If there is no number information Unknown will b...

Page 339: ...of Group tab Extension Configuration Adding or Removing Huntgroup Assignments To assign huntgroups to the selected physical or virtual extension 1 In the Agent Extension view on the Group tab click th...

Page 340: ...the Wait button in AltiView after putting the caller on hold and going onhook Setting Inter Call Delay Like Wrapup time Inter Call Delay can create time before the next call comes in It can be set for...

Page 341: ...from AltiAgent When a user is first assigned to a workgroup it is set as their default outgoing workgroup and remains so no matter how many workgroups the user is subsequently assigned to If an agent...

Page 342: ...the Station Speed ID number you want to work with or select the number and click Edit Or click Add to add an entry A dialog box appears 2 Select the ID number using the drop down arrow type in a name...

Page 343: ...l Management settings define how voice messages are handled for an extension whether the mailbox is information only or is full featured how messages are announced and processed and how much capacity...

Page 344: ...ect this check box to enable synchronization for voice mails See Setting E mail Messaging Options on page 8 4 and Setting up an Exchange Server on page 26 10 SMTP POP3 Setting Email Name the user s em...

Page 345: ...s using Apply to Parameter Description Announce Message Sender Before Playback Selected the user hears the name of the message sender internal sender only before listening to recorded AltiGen Voice Ma...

Page 346: ...ing Apply to Setting Message Notification Options The Notification tab of Extension Configuration provides for setting notification options on new incoming email as well as voice messages To work with...

Page 347: ...ome or all extensions See Apply To Button on page 14 2 for more information on using Apply to Setting the Message Types for Notification Select the types of messages for which the extension user is no...

Page 348: ...on and enable the When Redundancy Switch Over to This System check box Setting the Type of Notification There are four options for sending the notification or reminder message phone pager extension or...

Page 349: ...ed 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 Me...

Page 350: ...to enable message notification check the Allow Calls to be Transferred Conferenced Forwarded to an Outside Number field on the Restriction tab of Extension Configuration Configuring Calling Restricti...

Page 351: ...l Restriction 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 extensio...

Page 352: ...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...

Page 353: ...available options vary with the type 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 Appl...

Page 354: ...ugh extension 120 A call to extension 100 will be forwarded to 101 which will forward to 102 which will forward to 103 and so on until the call has been forwarded 10 times At this point the call will...

Page 355: ...sion port fax This option is available only to virtual extensions The forwarding target can be an extension a huntgroup or a workgroup Note Using an IP extension APC extension or Paging Group as a for...

Page 356: ...have several options for handling calls while the extension is busy and again the options vary depending on the extension type If you do not enable busy call handling the caller simply hears a busy s...

Page 357: ...Unanswered Calls The No Answer Call Handling function provide options for handling calls when no one answers the extension within a specified number of rings Except for Enabling One Number Access the...

Page 358: ...to be connected to the user without having to dial more than one number The system searches for the caller and if a match is found searches for the user through specified forwarding numbers and conne...

Page 359: ...o on but only if the extensions are ONA enabled on the Answering tab See Apply To Button on page 14 2 for more information on using Apply to One Number Access Options In the One Number Access tab use...

Page 360: ...orrect password The call will then hear the caller s name and can decide whether or not to accept the call Setting Caller ID Verification You can select the Verify Caller ID based on the following che...

Page 361: ...enter their extension password when a call is forwarded to them via ONA This ensures that only the owner of the forwarding extension can answer the call You can set the ONA ring duration from 5 to 45...

Page 362: ...nitor List for a member of Workgroup B the Workgroup B member will only be able to pick up personal calls to 1001 not workgroup calls In AltiSupervisor the user can monitor only the workgroup s he or...

Page 363: ...ager There are a total of eleven tips and a different tip is played each time the AltiGen Voice Mail System is accessed Another way to listen to Feature Tips is by pressing 55 on the telephone You can...

Page 364: ...under the Edit menu called FeatureTipEnabled 4 Set the Value data to 0 to disable Features Tips Set the Value data back to 1 to enable Feature Tips again 5 Open the System Configuration window of Alt...

Page 365: ...ows 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 step...

Page 366: ...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...

Page 367: ...ups and establishing their basic attributes The General tab is the default tab displayed when the Huntgroup Configuration window is opened If you are viewing another Huntgroup Configuration tab click...

Page 368: ...nd 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 10...

Page 369: ...ministered 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 Messa...

Page 370: ...ovides 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 th...

Page 371: ...iew of Group Member tab Huntgroup Configuration Adding or Removing Members To add extension s to the selected huntgroup 1 In the huntgroup view of the Group Member tab click the agent extension number...

Page 372: ...en 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 see the Agent Exten...

Page 373: ...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 ca...

Page 374: ...d 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 fiel...

Page 375: ...es 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 Huntgroup C...

Page 376: ...e 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 retr...

Page 377: ...ender only before listening to recorded AltiGen Voice Mail System messages Announce Time Stamp Before Playback Selected the user hears the timestamp time and date of each message before playback Confi...

Page 378: ...up number from the list in Huntgroup Configuration General tab then click the Notification tab Figure 5 Notification tab Huntgroup Configuration Individual users can also configure Message Notificatio...

Page 379: ...is 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 option...

Page 380: ...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 fun...

Page 381: ...n the From and To time scroll boxes Any Time notification at all times every day Enabling Message Notification After configuring your message notification settings to enable message notification check...

Page 382: ...al 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 di...

Page 383: ...limit to call forwarding For example agent extension 100 forwards to agent extension 101 101 forwards to 102 102 forwards to 103 and so on through agent extension 120 A call to agent extension 100 wil...

Page 384: ...t 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 u...

Page 385: ...ute 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 hunt...

Page 386: ...able 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 T...

Page 387: ...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 Manage...

Page 388: ...Setting Queue Management Options 15 24 AltiContact Manager Administration Manual...

Page 389: ...ximum number of members is 20 See Setting Call Handling Options for details There are two main configuration steps to setting up a workgroup The first step is use the Workgroup Configuration window to...

Page 390: ...s to use the Group Member tab to assign agents to the workgroup s Figure 1 General tab Workgroup Configuration Creating a Workgroup 1 To add a new workgroup click the Add button on the General tab The...

Page 391: ...t 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...

Page 392: ...on Allow User to set Forward Notification and Reminder Call to Outside Number selected the group user can set these features to an outside telephone number when accessing the group s voice mail Checki...

Page 393: ...lculation is TSL Total WG inbound calls within SLT Total WG inbound calls This is the default option ASL Answered Service Level the service level calculation is ASL Total WG inbound calls answered wit...

Page 394: ...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 administ...

Page 395: ...timedia Workgroup Configuration dialog box Figure 3 Multimedia Workgroup Configuration Intragroup Call Distribution select the type of handling for intragroup calls Ring First Available Member Ring Ne...

Page 396: ...epending 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 fir...

Page 397: ...In the Group Member tab 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 Member...

Page 398: ...t 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 tab to Keep Lo...

Page 399: ...h day of the week To work with workgroup hour settings select the workgroup number you want to work with from the list on the Workgroup Configuration General tab then click the Business Hours tab Figu...

Page 400: ...o 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...

Page 401: ...nt The system administrator 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 knowle...

Page 402: ...Column Group Member tab 6 In the Call Handling tab of Workgroup Configuration for the specified workgroup go to the Call Distribution field and select Skill Based Routing When a call comes into this w...

Page 403: ...messages Synchronizing with Exchange Server If your system is set up to synchronize with an Exchange Server you can check this check box to enable synchronization for voice mails See Setting E mail Me...

Page 404: ...elete Messages after Forward Keep the Messages as New Keep Messages as Saved Further if you enable mail forwarding you can check the check boxes to Forward Email Forward Voice Mail or both Setting Mes...

Page 405: ...ed 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 v...

Page 406: ...cation 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 n...

Page 407: ...onjunction 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...

Page 408: ...ou 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 System Configuration General tab after the...

Page 409: ...o an Outside Number field in the Restriction tab of Extension Configuration Setting Call Handling Options Call Handling options include forwarding handling busy calls handling no answers and other opt...

Page 410: ...nter 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 16 23 Line Park if configured select a Line Park group co...

Page 411: ...ons 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...

Page 412: ...re 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 Ho...

Page 413: ...his 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 th...

Page 414: ...kill number assigned defined in Skill Setting Assignment on page 16 13 By default the newly added member will have the Skill Level set to 1 Enable Single Call Handling for Agents select this check box...

Page 415: ...rop 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 an Outside Number this op...

Page 416: ...est 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 d...

Page 417: ...can set up a custom configuration The default audio phrases are discussed in Audio Peripheral Configuration on page 5 25 Custom configuration involves choosing other phrases a function set with the I...

Page 418: ...ls 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 p...

Page 419: ...s allowed in the Other Call Restrictions option in the Restriction tab as discussed in Setting Other Call Restrictions on page 14 30 Also see Outcall to Cellular or PCS Phone Numbers on page 16 20 If...

Page 420: ...k 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 t...

Page 421: ...change call priority of queued calls Advanced Queue Management AQM Figure 14 Advanced Queue Control of Queue Management Workgroup Configuration When Advanced is selected in the Queue Control field th...

Page 422: ...nfigure queue announcements 1 Select from any of the following check boxes Queue Position Expected Wait Time 2 Use the drop down lists to select the Greeting Phrase and Update Phrases that will be pla...

Page 423: ...e phrases associated with the actions Note When the workgroup queue is controlled by the AQM application the system s original queue configuration is disabled Figure 16 Menu Selection tab of Advanced...

Page 424: ...f all are enabled the conditions will be followed in order Calls in Queue Exceed can be between 0 and 150 This is the number of calls in queue that will cause overflow For example 5 calls mean that on...

Page 425: ...n IVR Configuration on the CallCenter Management menu Operator Outside 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 N...

Page 426: ...mation refer to Application Extension Configuration on page 21 1 Operation Notes Conference calling may not work properly when an internal call is made to workgroup that has Ring All Available Members...

Page 427: ...o 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 th...

Page 428: ...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 17 3 for details High speed data conn...

Page 429: ...abling IP extensions check Enable IP Extension on the General tab of the Extension Configuration window Figure 1 General tab Extension Configuration a If you have static IP addressing recommended choo...

Page 430: ...Configuration 17 4 AltiContact Manager Administration Manual AltiView integrated with IP Talk For details on configuring these devices see the documentation that AltiGen provides with each...

Page 431: ...rovide voice communication over an IP network To configure the AltiGen IP phone select AltiGen IP Phone Configuration from the System Management menu This opens the AltiGen IP Phone Configuration wind...

Page 432: ...ion check the Enable NAT button and enter the public IP address of the NAT router Debug When enabled allows the IP phone to connect to Telnet for debugging Time Display Offset a per phone based config...

Page 433: ...on After setting parameters on the General tab go to the tab that corresponds to the phone type and configure the soft keys plus the Display Workgroup Status field on the Alti IP 600 and IP 705 Soft k...

Page 434: ...numbers Feature Code when selected enter an AltiServ feature code in the field below this will be associated with the corresponding soft key to dial this feature code Admin Defined when selected ente...

Page 435: ...start recording press the key again to stop recording There is no pause function When the call is recording the light will be on Recorded conversations can then be played back through voice mail or a...

Page 436: ...Log Out and 27 Extension Log In are available on the IP phone When the IP phone is logged in using 27 ENTER the LCD displays the extension number The IP phone must be onhook for 26 and 27 to work Dial...

Page 437: ...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...

Page 438: ...be played before the line parked call is answered Enable Line Park Timeout when this check box is checked a line park call will time out after the number of seconds set in the value box Allow 51 to pi...

Page 439: ...ture 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 a...

Page 440: ...Number Plan tab of the System Configuration window Description for the paging group To Add Members to a Paging Group 1 On the Group Member tab of the Paging Group configuration window click the exten...

Page 441: ...te 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...

Page 442: ...20 4 AltiContact Manager Administration Manual...

Page 443: ...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...

Page 444: ...on registered and activated for your system 1 Open the Application Extension Configuration window 2 In the Add Application Extension dialog box click the Add button enter the extension number and clic...

Page 445: ...VR 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 fro...

Page 446: ...Application Extension Setup 21 4 AltiContact Manager Administration Manual...

Page 447: ...uting account codes Paging through Audio Output Trunk Extension IP AltiView AltiAgent CTI client Conversation Recording centralized or to extension s voice mail Workgroup agent with login logout and r...

Page 448: ...Mobile Extension Diagram To set up an Alti Mobile Extension 1 Select a Triton trunk PRI trunk strongly recommended to be used as a mobile trunk To configure the Triton trunk select the Triton trunk fr...

Page 449: ...tact Manager Administration Manual 22 3 22 Alti Mobile Extensions click the Trunk Properties button or double click the list entry to view the Triton Trunk Line Properties window Figure 2 Triton Analo...

Page 450: ...k Line Properties Window Figure 4 Triton ISDN PRI Trunk Line Properties Dialog Box 2 Check the Use this Trunk As Mobile Trunk check box 3 If necessary continue adding channels as mobile trunks then re...

Page 451: ...le extension port by changing the virtual extension to a physical extension and then assigning it to a mobile extension port The mobile extension will be displayed in the Extension View window Figure...

Page 452: ...nsion Port Configuration Dialog Box Target Phone Number the number that will be dialed when AltiServ tries to ring this Alti Mobile Extension Do not include the trunk access code Caller ID a caller ID...

Page 453: ...in 3 seconds to connect the call otherwise it will time out and the call will be treated as an agent extension RNA and will follow the workgroup extension setting to route the call Note Either the Pre...

Page 454: ...xtension Ports allows the user to adjust the number of mobile extension ports 96 ports maximum Key Simulation allows the user enable disable the FLASH simulation Mobile Extension Ports displays fields...

Page 455: ...s voice mail then the number of rings for the AltiWare remote extension that is associated with the remote cell phone needs to be configured for fewer rings than the remote cell phone s number of ring...

Page 456: ...i Mobile Extension is using dynamic link between the virtual and physical mobile extension channels the caller ID is required for verification purpose when the Alti Mobile Extension calls in the syste...

Page 457: ...over control The primary and secondary servers must be located in the same LAN In a redundancy system a keep alive service serves an important role responsible for checking the primary server status a...

Page 458: ...ftware installation A system key on the secondary system is not necessary 3 At the Primary system install AltiContact Manager 5 0A software and boards The redundancy feature is disabled by default 4 R...

Page 459: ...nfiguration Procedures At the Primary Server 1 Configure primary system boards reboot if necessary 2 Set configurations to the primary system such as extensions trunks VoIP dialing tables etc 3 Go to...

Page 460: ...and AB Switch Address Enter a Redundancy Key your password for redundancy needs to be the same for Primary and Secondary systems Figure 3 Redundancy Configuration Secondary System Click OK or Apply wh...

Page 461: ...tion the secondary system replication status should show Destination Updated Figure 4 Redundancy Administration Primary or Secondary System 6 Go back to the Secondary System s Redundancy Configuration...

Page 462: ...guration All boards of the secondary system must have the same physical ID as those of the primary system Board configuration is not replicated to the secondary system so the boards need to be configu...

Page 463: ...be invoked 30 Day Limit for Secondary System As part of the redundancy feature the secondary system needs to be connected to the primary system If the secondary system cannot connect to the primary s...

Page 464: ...rmation for the Primary System and Secondary System is also displayed Use the Manual Switch Over button to switch over the active system to its redundant system External Logger Service An external log...

Page 465: ...f changing board configuration on the primary server you must break redundancy and make the same changes in the secondary system to match the primary server then enable redundancy on the secondary sys...

Page 466: ...Manual To enable this option go to the Notification page of Extension Configuration select the extension or group number and enable the When Redundancy Switch Over to This System check box Figure 6 Sy...

Page 467: ...ork drive This option can only be accessed at the AltiContact Manager system it is not available from a remote ACM Administrator client Using Backup and Restore You can also access this feature by sel...

Page 468: ...select the folder or drive to back up Selecting Advance displays a folder icon Click the folder icon to pop up a browse dialog box that lets you select the folder to backup When you click OK to close...

Page 469: ...ew 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 speci...

Page 470: ...ct the day you want to restore from or select Advance to choose the restore folder Clicking Advance displays a folder icon that you can click to open a dialog box that allows you to select the directo...

Page 471: ...summary traffic system log call detail summary and IP cumulative traffic statistics System Summary Report The System Summary report provides summary information on extensions trunks and workgroups con...

Page 472: ...ned for use by system engineers and certified personnel only To view the System Log select the Report menu from the Main Menu bar then select System Log from the drop down list or select the System Lo...

Page 473: ...menu The IP Cumulative Traffic Statistics window displays the following IP trunk traffic information for all calls Figure 3 IP Cumulative Traffic Statistics window This window displays the following d...

Page 474: ...Also this window automatically resets all fields to 0 when the AltiContact Manager system is shut down and restarted Statistics gathered before the reset are not saved Bytes Received Displays the tota...

Page 475: ...e following LAN and Internet protocol and addressing information Network A network is a distributed interconnection of multiple voice and data communication devices utilizing network protocol software...

Page 476: ...age headers of each message before retrieving the complete message Network Address A network address is an identifier for a node station or unit of equipment in a network There are many methods of acc...

Page 477: ...signed to bundle attachments within individual email messages When a MIME file with attachments arrives at your workstation additional processing begins immediately As the various attachments arrive t...

Page 478: ...d 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...

Page 479: ...r on the LAN The router is the gateway to another LAN or to the Internet 1 Specify a router that is on the same LAN as the AltiWare server such as ISDN or T1 2 Assign an IP address one of the block of...

Page 480: ...om 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...

Page 481: ...erver 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 A...

Page 482: ...ications in the tree to view Internet Information Services 3 Select Default SMTP Site in the tree 4 On the toolbar click the Stop button You can now proceed with the steps given below To configure the...

Page 483: ...ame data entry field 4 Allocate the system storage capacity for extensions in the Mailbox Setting tab of Extension Configuration Each user s needs might be different The default is 50 MB of storage wh...

Page 484: ...n i e associates the WAV files 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 A...

Page 485: ...Manager system and the Exchange server system must belong to the same domain AltiGen Services should be started with the user account Domainname AltiGen_ AltiContactManagerSystemName For example ALTI...

Page 486: ...ange server system and make sure the domain names are the same To verify AltiGen Services 1 Select Start Programs Administrative Tools Services A Windows Services dialog box will be shown as in this e...

Page 487: ...et DomainName AltiGen_ ServerName as the account In this example it is QA AltiGen_GRAPE If this is not the case you need to re install AltiContact Manager while logged in as a domain administrator wit...

Page 488: ...iWare and vice versa From the AltiContact Manager system open a MS DOS window and type ping exchange server name then press enter For example type ping mailserver You should see Reply from as the resp...

Page 489: ...ure 7 Exchange Server Services Window 2 Check the status of the following services to see if they are started Microsoft Exchange Directory Microsoft Exchange Event Service Microsoft Exchange Informati...

Page 490: ...ture In this section we describe the configurations to be performed in the Exchange Server For testing purposes create an Exchange mailbox for account Domain AltiGen_ AltiContactManagerSystemName e g...

Page 491: ...he necessary information for the new mailbox user Figure 9 New Object User Microsoft Exchange Administrator Configuration 1 Go to Start Programs Microsoft Exchange System Manager Figure 10 Microsoft E...

Page 492: ...Setting up an Exchange Server 26 18 AltiContact Manager Administration Manual Figure 11 Server Properties window Exchange Manager...

Page 493: ...l 26 19 26 Data and Internet Integration 3 Go to the Security tab and click Add Figure 12 Security Tab Server Properties 4 This opens a Select Users Computers or Groups window Click the Advanced butto...

Page 494: ...e Server 26 20 AltiContact Manager Administration Manual 5 In the advanced version of the Select Users Computer or Groups window click Find Now Figure 14 Select Users Computers or Groups Advanced Wind...

Page 495: ...in the Search Results field at the bottom of the window Find and select the AltiGen server and click OK Figure 15 Selecting AltiGen Server from Select Users Computers or Groups Advanced Window Server...

Page 496: ...rate or Workgroup mode To enable the Exchange Integration feature you MUST configure it to use Corporate or Workgroup mode If you have already installed Outlook 2000 in the AltiContact Manager system...

Page 497: ...e 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 th...

Page 498: ...erver 1 Go to Start Control Panel Mail Click the Mail Setup tab Figure 18 Mail Setup Outlook 2 Click E mail Accounts 1 Enter the name of the Microsoft Exchange Server and User Name for the e mail acco...

Page 499: ...ta and Internet Integration AltiContact Manager Administration Manual 26 25 26 Data and Internet Integration 2 Select the Microsoft Exchange Server option then click Next Figure 20 E mail Accounts Set...

Page 500: ...counts Window 4 If the values you entered for Microsoft Exchange Server and Mailbox are correct you will be able to use Outlook 2003 now If they are not correct you ll be asked to re enter the Microso...

Page 501: ...n 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 Workgro...

Page 502: ...s menu to open the Services dialog box Figure 25 Outlook Services If Microsoft Exchange Server is in the list of services in this profile proceed to Enabling the Exchange Server on page 26 29 If Micro...

Page 503: ...at least once Test the configuration by sending an email then check if you receive it 2 When the reboot is complete log on using the AltiGen service account 3 Open Outlook and from the Tools menu sele...

Page 504: ...pear in the corresponding Exchange mailbox in the Global Address List of the Exchange Server Figure 27 General tab Extension Configuration Make sure that the E mail Name field contains alphanumeric ch...

Page 505: ...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 29 Mail account configuration in Ex...

Page 506: ...its corresponding mailbox in Exchange server Also set up a PC with Outlook 2000 configured for this user To Test Message Delivery to Exchange 1 Leave a voice mail for extension 100 The message light...

Page 507: ...e sure that altiserv exe folder does not contain the files mapi32 dll or gapi32 dll If these files exist delete them then stop and start the Exchange Integration Service To delete old profiles If an e...

Page 508: ...the AltiGen server the initialization will take less than 5 minutes When checking the profiles using the mail icon in the control panel of AltiContact Manager you should see one account for each mailb...

Page 509: ...ocal desktop call management to users using the Intranet or Internet via a standard Web browser AltiReach is installed and configured automatically when you install AltiContact Manager The configurati...

Page 510: ...About AltiReach Configuration 26 36 AltiContact Manager Administration Manual...

Page 511: ...such as transfer hold and park are not supported AltiGen s TAPI implementation has two components TAPI Proxy Server installed on the AltiWare server system TAPI Service Provider installed on the clie...

Page 512: ...connection with TCP IP enabled Note For Windows 2000 Server the TAPI client must be installed on a separate PC from the server Otherwise it won t be able to detect your devices To install AltiGen TAPI...

Page 513: ...that the correct Route Access number is entered in both To access an outside line fields Figure 1 Configuring phone and modem options 4 Select the Advanced Tab to configure the TAPI service provider...

Page 514: ...services Remote Access Connection Manager and Telephony have a status of Started To open the Windows Services window go to Start Control Panel Administrative Tools Services If they are not started ri...

Page 515: ...he Phone calls drop down list and click OK Testing TAPI Service Provider on the Client System To test TAPI Service Provider on the client system 1 Click the Dial button in the toolbar 2 Enter a number...

Page 516: ...igure the Outlook New Call configuration 1 Begin by setting up at least one contact In Microsoft Outlook select Go Contacts 2 Click the New Call button on the menu bar The New Call dialog box opens 3...

Page 517: ...Configuration Parameters To change TAPI Configuration Parameters 1 In Windows go to Control Panel Phone and Modem Options 2 In the Phone and Modem Options dialog box click the Advanced tab 3 Choose Al...

Page 518: ...Changing TAPI Configuration Parameters 27 8 AltiContact Manager Administration Manual...

Page 519: ...onfiguring 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 cus...

Page 520: ...it cannot 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 c...

Page 521: ...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...

Page 522: ...ns 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 eac...

Page 523: ...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 Expor...

Page 524: ...mer configure several distributed AltiContact systems synchronously to work as just one AltiContact Manager system The application can be run on any server local or remote to an AltiContact Manager sy...

Page 525: ...28 7 28 Tools and Applications Note DINA Manager can only launch the same AltiWare versions of the server that DINA Manager is located For example if AltiWare OE 4 6 is located same server as DINA Man...

Page 526: ...DINA Manager 28 8 AltiContact Manager Administration Manual...

Page 527: ...ling 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 rese...

Page 528: ...he 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 L...

Page 529: ...eck 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 v...

Page 530: ...t 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 Inc...

Page 531: ...et 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 In...

Page 532: ...15 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 DNI...

Page 533: ...ID 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 Panam Nacional MFC R2 Set calling part category 1 Assume no caller ID p...

Page 534: ...or 6 digit DID set to 111115 K 36 For 7 digit DID set to 1111115 K 36 For 8 digit DID set to 11111115 K 36 China MFC R2 Set calling part category 3 Assume no caller ID provided Incoming sequence DID D...

Page 535: ...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 I...

Page 536: ...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 Tel fonos de Mexico Set calling part category 2 Assume no caller ID provided I...

Page 537: ...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 DN...

Page 538: ...enezuela 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 DI...

Page 539: ...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 Se...

Page 540: ...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 f...

Page 541: ...cal Support always have the following information on hand Company name Product serial number AltiWare version number Number of boards in the system Server brand and model The telephone number where yo...

Page 542: ...ort representative will respond within one business day Technical Support Hours Technical support hours are 7 00 a m to 5 00 p m PST Monday through Friday except holidays If all representatives are bu...

Page 543: ...chase or equivalent is required All repaired units remain under the warranty period of the original product There is no charge for covered in warranty product repair services Products Returned After W...

Page 544: ...What does the course cover Phone line options analog lines vs digital T1 PRI with DID How to install and upgrade hardware software licenses and wiring options Server design backplane OS RAID RPS etc c...

Page 545: ...tiGen system features and will give you the tools and the knowledge to fully utilize your system Experienced telecommunications professionals teach AltiTraining classes and they bring a wealth of real...

Page 546: ...Technical Training B 6 AltiContact Manager Administration Manual...

Page 547: ...iGen 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 S...

Page 548: ...stem 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...

Page 549: ...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...

Page 550: ...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...

Page 551: ...scribe 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...

Page 552: ...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...

Page 553: ...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 bein...

Page 554: ...overnment 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 Supp...

Page 555: ...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...

Page 556: ...ea 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 oth...

Page 557: ...ct long distance dialing Wink a single supervisory pulse workgroup telephones arranged in groups within a particular organizational function for example marketing sales service etc Each workgroup is a...

Page 558: ...G 12 AltiContact Manager Administration Manual...

Page 559: ...3 after hours scheduling 16 12 agent logout reason codes 12 6 agent check box 14 7 agents auto logout 16 12 A law 5 24 AlCM Administrator login 3 44 allow call redirect priority change 16 33 Allow Sup...

Page 560: ...ation extension 1 6 14 33 16 12 failover plan 21 3 application extension configuration 21 1 application failover plan 21 3 apply to 1 22 Apply to and trunks 7 3 Apply To multiple extensions 14 2 15 2...

Page 561: ...6 IVR 1 17 call record 18 5 call recording 13 1 extension based recording 13 2 trunk based recording 13 2 call reports 5 20 call reports external 5 22 call restrictions 5 15 14 28 call restrictions ex...

Page 562: ...etwork 6 10 out call routing 10 1 overhead paging 5 28 paging group 20 1 Quantum board 6 2 system business hours 5 10 call restrictions 5 15 extension length 5 5 numbering plan 5 4 work days 5 12 syst...

Page 563: ...ess hours profile 12 5 call priority 12 6 holiday profile 12 5 Do Not Disturb 14 34 G 3 documents 3 1 domain name 26 4 downgrade AltiWare 3 46 dsplay workgroup status IP phone 18 5 DSU 6 13 6 15 6 16...

Page 564: ...tions 14 28 physical extension 14 1 G 8 send notification 14 27 15 16 16 20 speed dial 14 19 types defined 14 1 virtual 1 12 14 1 definition G 11 extension activity 5 28 extension activity display 1 8...

Page 565: ...hands free intercom mode 1 9 hands free manual answer mode 1 9 hardware adding or changing 3 44 basic requirements 2 1 hardware status 4 5 installation 2 1 cooling fan 2 13 heat factor 2 13 operating...

Page 566: ...nsion 14 9 auto failover 1 26 IP Extension icon 4 4 IP extensions 1 26 14 1 IP group paging 1 27 IP phone copy from 18 6 display workgroup status 18 5 time display 18 2 IP Phone Service 1 27 IP trunk...

Page 567: ...making calls from AltiMail 1 19 from voice mail 14 30 15 5 16 4 management menu audio peripheral configuration 5 25 Manager Extension 5 3 managing messages 8 3 manual online registration 3 8 MDMF Mul...

Page 568: ...ality of service 9 9 server side setup 26 4 Network Address Translation NAT 9 10 network configuration for VoIP 9 9 networking MIME 26 3 protocol POP3 26 2 SMTP 26 2 new installations AltiWare OE 3 11...

Page 569: ...Plug and Play 6 8 PCM based music file 1 27 personal call recording options 14 7 phone display options 14 15 phone number trunk 7 5 phrase for IVR 11 9 phrases recorded 11 10 physical and IP extensio...

Page 570: ...ol advanced 16 33 basic 16 29 Quick Access toolbar 4 4 4 10 quit queue 16 31 R readme txt 3 1 Realtime Transport Control Protocol RTP RTCP definition 6 10 reason codes 12 6 record option 7 6 recorded...

Page 571: ...gent auto logout 1 24 scheduling backup 24 3 SDK 1 32 send notification 14 27 15 16 16 20 server Exchange 8 5 Exchange integration 1 21 file G 4 server IP address 9 4 service level 4 8 service level c...

Page 572: ...ice 3 2 3 17 switching shutting down 3 44 synchronization email servers 8 5 system area codes 1 24 business hours 5 10 call restrictions 5 15 callback from IVR 1 12 country relevant 5 23 data manageme...

Page 573: ...1 4 T1 PRI trunk properties 7 24 Triton Analog Extension board specifications 2 6 Triton Analog GS LS trunk properties 7 9 Triton Analog Station Board configuration 6 4 Triton Analog Station Line Pro...

Page 574: ...V View menu 4 3 view window call log 4 9 View windows 4 5 4 10 virtual extension 14 1 definition G 11 voice compression 1 26 encoding 1 26 quality 1 26 6 10 voice mail call forwarding from 1 19 confi...

Page 575: ...multiple membership of 1 14 multiple queue announcements 1 14 operation notes when upgrading 3 10 pilot number G 8 queue management 16 28 recording options 16 5 RNA handling 16 26 silent monitoring 1...

Page 576: ...Index I 18 AltiContact Manager Administration Manual...

Page 577: ...f 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 Orga...

Page 578: ...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 c...

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